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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1347 Hospitality features 20 When the attendant activates check-in/check-out mode, the DXS lamps light for every occupied room. Maid Status You can allow the attendant to review the maid status by assigning a maid-stat button on the Attendant Console screen. When the attendant activates the maid status mode, the system prompts the attendant to enter the room status number (1 to 6) that they want to review. You can define these six room states on the Hospitality screen. Once they enter a room state, the display shows the definition of the room state and lights the DXS lamps for every room in that state. While the console is in maid status mode, the attendant can review another room state by entering the room status number. NOTE: The attendant cannot make outgoing calls via the keypad while the console is in maid status mode; they must return to normal mode. Automatic Selection of DID Numbers to Guest Rooms Automatic Selection of Direct Inward Dialing (DID) Numbers 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- to 10-digit number from outside of the hotel. For calls from inside the hotel, callers would use either the room/extension number or the 2- to 5-digit DID number. For example, when a check-in is done from the switch (via the CHECK-IN button on the console) or remotely via a Property Management System (PMS) system, the switch assigns a DID number to the checked-in room from a list that is assigned 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 process presumes you have established a dial plan and administered all DID numbers to their extensions (on the Station screen) as XDID station types.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1348 Hospitality features 20 Interactions nCoverage XDID ports perform hunt-to before coverage. After hunting, coverage criteria for these calls is based upon the Direct Inward Dialing (DID), but the coverage points are based upon the hunted-to phone (room). nCoverage Do not assign a COS with Client Room enabled for the XDID station types. Automatic Wakeup Automatic Wakeup allows attendants, front desk users, and guests to request an automatic wakeup call at a later time. If the Dual Wakeup field on the Hospitality screen is y, each extension is allowed two wakeup call requests within one 24-hour time period. If the Room Activated Wakeup with Tones field is y, wakeup calls can be activated via tones that prompt users for the time they want to be called. Detailed description Wakeup requests may be placed from 5 minutes to 23 hours and 55 minutes in advance of a wakeup call. Depending on how automatic wakeup is administered, when a user answers a wakeup call, the system can provide: na recorded announcement na speech-synthesis announcement nmusic nsilence All wakeup times entered into the system round to the nearest five minutes. For example, a requested time of 6:58 am stores in the system as 7:00 am. The switch bases time-validity checks on the rounded figure. Wakeup calls are placed within two and one-half minutes of the requested time, and never reroute, forward, or go to coverage. Before placing the wakeup call, the system overrides Do Not Disturb for the extension.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1349 Hospitality features 20 If a wakeup-call attempt is not answered or if the extension is busy, the system tries two more times at 5-minute intervals. If the call does not complete after 3 attempts, the switch leaves a LWC message for a designated extension (usually assigned to a button on the attendant console or backup phone). The system maintains a complete record of all wakeup-call activity for the past 24 hours. Users with touch-tone dialing can enter a wakeup request (if they have a speech synthesizer circuit pack and no display set or if Wakeup Activation via Tone is enabled) or can have the front desk set a wakeup time. Users with rotary-dial phones call the front desk to request a wakeup call. Activate Automatic Wakeup either by dialing the FAC or by pressing the automatic wakeup entry button. If the system has a speech synthesizer circuit pack, the system provides voice prompting. If the user has a display set, the system provides display prompting. nVoice Prompting with Room Activated with Tones Off A guest enters his or her own wakeup-call request. The request is entered only for the extension where the call originates. After the user dials the Automatic Wakeup FAC, the system generates voice prompts (the system must have a voice synthesizer circuit pack). These prompts tell the user when to enter information and what information is needed. Use touch-tone buttons to enter the information. The system accepts 24-hour or standard time. The user dials the automatic wakeup FAC again to change or delete a wakeup request. If the user makes invalid entries, a standard message generates that notifies the user of the error. The system then repeats the original prompt for input. If invalid entries occur on the second try, the system informs the user to dial the attendant for assistance. nVoice Prompting with Room Activated with Tones On A guest enters his or her own wakeup-call request. The request is entered only for the extension where the call originates. After the user dials the Automatic Wakeup FAC, the system generates recall dial tone (the system does not need a voice synthesizer). This dial tone prompts the user to enter the time in a 24-hour, 4-digit format. Confirmation tone means that the wakeup request is successful. nDisplay Prompting with Dual Wakeup Off Display prompting is provided to attendants, front-desk users, and other users with display-equipped phones. Administer front-desk users (or any other phones you want to grant permissions to) with a console permission class of service (COS) to perform the same actions as the attendant. Other users can enter a wakeup request only for the extension where the call originates.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1350 Hospitality features 20 The attendant presses the automatic wakeup entry button to activate the feature. If the attendant is on an active call with a system user, the user’s extension displays as the default extension after pressing the pound sign ( #). If the displayed extension is not the extension of the user requesting the wakeup call, the attendant can change it. Display prompting continues until the attendant enters all necessary information and the request for the wakeup call is confirmed. If a condition exists that does not allow the system to accept the wakeup request, the system displays the reason for denial. Wakeup requests are denied for one of the following reasons: — Too Soon — Indicates that the requested wakeup time is within the current five-minute wakeup interval — System Full — Indicates that the maximum number of wakeup calls is reached — Interval Full — Indicates that the maximum number of wakeup calls in any 15-minute interval is reached The attendant can change or cancel a wakeup call request at any time. nDisplay Prompting with Dual Wakeup On Display prompting with Dual Wakeup works the same as Display Prompting with Dual Wakeup off (described in the previous text), except that after the first wakeup request is entered, the user is prompted for the second wakeup request. When the system places a wakeup call, one of the following occurs: — Extension Is Busy — The wakeup call is placed again later. — No Answer — The extension rings for 30 seconds. If the call is not answered, the system tries again later. — Ringing Blockage — If four or more ports on the same analog-circuit pack are already ringing, the system waits 16 seconds and tries again. If the second attempt is blocked, the call has failed and the system waits 5 minutes before trying again. — Call Is Answered — The guest answers the wakeup call and hears either music, a recorded announcement, the speech-synthesizer announcement, or silence. — System Reset — indicates that a system reset level 1 or system reset level 2 occurred while the system attempted to place the wakeup call. Calls affected by these conditions are treated as other wakeup attempts.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1351 Hospitality features 20 If a wakeup call is incomplete because of a busy, no answer, ringing blockage, or system reset, the system attempts to place the call 2 more times at 5-minute intervals. If the call is not completed after 3 attempts, the system leaves an LWC message to account for the failed attempt. A special extension, called the Extension to Receive Failed Wakeup LWC Messages, is administered exclusively for receiving failed wakeup-call LWC messages. When a failed message is retrieved, the display shows the date, time, and extension for the failed wakeup-call attempt. Assign an automatic-message waiting (AMW) button and associated lamp to attendant consoles or front-desk terminals. The number associated with the button can be the wakeup-messages extension. The AMW lamp lights when a failed wakeup message is waiting. The user retrieves the message by invoking coverage-message retrieval on the wakeup-message extension. The user presses the AMW button to place the console or phone in coverage-retrieval mode. The user then retrieves the failed wakeup-call attempt messages. Only attendants and specified phone users can retrieve and delete failed wakeup messages. The system maintains an audit-trail record of wakeup-call activity for the past 24 hours. The wakeup-call buffer can only hold a number of records equal to the maximum number of stations administrable on the switch. For example, if a maximum of 200 stations is administrable, only 200 automatic-wakeup records are stored. You can display wakeup events at the management terminal, or print to a designated printer. If the system has a journal printer, wakeup events print as they occur. The audit trail record contains the following information: nType of event: —Request — A new wakeup-call request is made. — Change — The time is changed on an existing wakeup-call request. — Cancel — A wakeup request is canceled. —Move To — The wakeup request for this room moves to another room. —Move From — The wakeup request for another room moves from the old room to the new room. — Move-Cancel — A wakeup request from another room replaces the request for this room.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1352 Hospitality features 20 —Swap — A room swap occurs and at least one of the rooms has a wakeup request. Wakeup calls swap when a room swap is performed. A journal entry is made for each room. If the room receives a wakeup call as the result of the swap, the time of the call is provided in the entry. If the room loses a wakeup call as the result of the swap (and has not received another), the time is not present in the entry. — Completed — The wakeup call completes successfully. — Not Completed — The wakeup call failed. —Skip — The wakeup call is skipped. This event occurs if the system time advances past the requested time of a wakeup call. nTime of the event nExtension number receiving the call nTime of the wakeup request nExtension (or 0 for the attendant) where the event took place nNumber of call attempts that were placed nAn indication of why a wakeup-call attempt failed In addition, all wakeup-time changes are recorded. This record shows the original time requested and the changed time. The audit-trail record is not backed up and all wakeup data is lost if a system failure occurs. Schedule the following reports for printing on a daily basis: nWakeup Activity report – summarizes wakeup activity for each extension that had any wakeup activity over the past 24 hours. nWakeup Summary report — gives an hour-by-hour summary of the number of scheduled wakeup calls, the number of wakeup calls completed, and a list of extensions. The report covers all automatic-wakeup events for each hour over a 24-hour period. With vector directory numbers (VDNs) and multiple announcements, you can choose as the announcement extension a VDN that reaches one announcement if the system clock is less than 12:00 and another if the system clock is greater than 12:00. The hotel guest hears “good morning” before noon and “good evening” after noon. Or, a business customer can choose as the announcement extension a VDN that points to an extension assigned to a quorum bridge, with the wakeup time as a scheduled teleconference time. When the wakeup call is completed, the customer automatically connects to the teleconference bridge.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1353 Hospitality features 20 You can administer a multiple announcement to repeat. To enable repeating announcements, enter announcement type integ-rep command on the Recorded Announcement screen. With repeating integrated-message functionality, the announcement keeps repeating from when the first guest (of a group of guests receiving the same wakeup announcement at the same time) goes off-hook until the last guest goes on-hook. If the announcement type is either an externally-recorded announcement or is integrated-repeating, you can administer the wakeup-call queue for barge-in. Barge-in means that the guest receiving the wakeup call hears the announcement as soon as he or she is off-hook, even if the announcement is not at the beginning. This provides the capability of many users being bridged onto the same announcement port, eliminating the need for a separate port for each wakeup call. Refer to ‘‘ Recording announcements’’ on page 368 for additional information. Considerations nUp to 10 attendant consoles and/or front desk terminals may be in the wakeup display mode at any one time. nWakeup call attempts are not rerouted, forwarded, or sent to coverage. Interactions nAttendant or Phone Display If the console or phone is in automatic-wakeup mode and the user presses another display-mode button, wakeup mode aborts and the wakeup request is not entered, changed, or deleted. nDo Not Disturb If Do Not Disturb is active at a phone, Automatic Wakeup deactivates Do Not Disturb for that terminal, and the system places the wakeup call. nPMS Interface A Check-Out request cancels an active-wakeup call request for the guest room. Room Change/Room Swap requests through PMS cause a wakeup request to change or swap. nSpeech Synthesizer Circuit Pack Auto Wakeup competes with the following features for use of the speech-synthesizer circuit pack. — Do Not Disturb — Leave Word Calling Message Retrieval — Visually Impaired Attendant Service
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1354 Hospitality features 20 If the Wakeup Activation via Tone is enabled, the auto wakeup interface from the Speech Synthesizer circuit pack is disabled. The Do Not Disturb interface still operates. Do Not Disturb Do Not Disturb allows guests, attendants, and authorized front-desk phone users (those with console permission) to request that no calls, other than priority calls, terminate at a particular extension until a specified time. At the specified time, the system automatically deactivates the feature and allows calls to terminate normally at the extension. Do Not Disturb is a form of termination restriction associated with an automatic deactivate time. When Do Not Disturb is active, the user receives only those calls associated with Automatic Callback, Automatic Wakeup, and Priority Calling, and those calls that are redirected to that extension via the Call Coverage and Call Forwarding All Calls. All other calls redirect to a recorded announcement, an attendant, or intercept tone. You can administer the switch to provide a special dial tone whenever an analog set goes off-hook when Do Not Disturb is active. Phone users with touch-tone dialing can activate this feature themselves or ask the front desk to do it for them. Users with rotary-dial phones must call the attendant or front-desk user to request Do Not Disturb. Activation by phone users Phone users can activate Do Not Disturb by dial access or by button access. If users have a speech-synthesizer circuit pack, they can activate Do Not Disturb themselves, without attendant assistance. nDial Access When a user dials a Do Not Disturb FAC, the system prompts the user to enter a deactivate time. The user may later change or delete the request by dialing the Do Not Disturb FAC again and entering the required information. If the user makes invalid entries or if system conditions prevent entry of the request, the system informs the user to dial the attendant or front desk for assistance, if the user has a speech-synthesizer circuit pack. nButton Access If a phone has a Do Not Disturb button, the user can press the button to activate the feature. The handset may be on-hook or off-hook. The user presses the button a second time to deactivate the feature.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1355 Hospitality features 20 The lamp associated with the Do Not Disturb button lights until the feature is deactivated with the button. An automatic-deactivate time is not provided. Activation by Attendant The attendant can activate the feature for a user or a group of users. (The assigned class of restriction (COR) determines which users are in the group.) The attendant presses the Do Not Disturb — Extension button followed by the extension, or the Do Not Disturb — Group button. The extension followed by the appropriate COR number. The attendant can cancel a Do Not Disturb request by activating the feature, entering the desired extension or group COR number, and pressing the delete button. Activation via a PMS The system provides an interface to a Property Management System (PMS). This interface allows activation and deactivation of controlled restrictions. Activation of Do Not Disturb through a PMS is similar to activation of termination restriction. A scheduled deactivate time cannot be specified. Audit Trail Reports The system keeps a record of all phones that are in Do Not Disturb mode. You can display or print this information. Administer the following reports for printing on a daily basis: nDo Not Disturb Status Report — This report lists all extensions with Do Not Disturb active and the specified deactivate time for each. nDo Not Disturb Plus COR Status Report — This report lists all extensions, plus those whose controlled-restriction level is termination restriction. (The attendant activates termination restriction for a specific extension or COR. A deactivate time is not associated with termination restriction.) Records do not include Do Not Disturb information for extensions that are both termination and outward restricted. Considerations nDo Not Disturb lessens the attendant’s workload when phone users with speech-synthesizer circuit packs activate the feature themselves. nA front-desk user must have a console-permission class of service (COS) to activate this feature.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1356 Hospitality features 20 nThe number of available speech-synthesis ports is the only limit on the number of users receiving voice prompting. Interactions nAutomatic Callback Do Not Disturb does not block an Automatic Callback call. Return calls terminate at a phone in the normal way. nAutomatic Wakeup An Automatic Wakeup call deactivates Do Not Disturb and alerts the guest at the specified time. If the Wakeup Activation via Tone is enabled, the auto wakeup interface from the Speech Synthesizer circuit pack is disabled. The Do Not Disturb interface still operates. nCall Coverage If a point in a coverage path has Do Not Disturb active, calls covering to that extension alert the extension unless the extension has controlled-restriction termination active. When Do Not Disturb is active and a phone does not have a coverage path, calls are routed to the attendant. nCall Forwarding All Calls If Do Not Disturb is active at the forwarding extension, the caller receives intercept treatment. If Do Not Disturb is active at the forwarded-to extension, the call alerts the forwarded-to extension. nControlled Restriction When a phone has total-controlled restriction, it cannot receive or place any calls. However, it can receive a call if another station has an auto-icom button pointing to the controlled-restriction station. nInternal Automatic Answer (IAA) Activation of Do Not Disturb at the called phone preempts IAA. nPC Console You cannot implement Do Not Disturb at a PC Console. nPMS Interface Checkout from either a PMS or the switch automatically deactivates Do Not Disturb for the specified extension.