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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1367 Hospitality features 20 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. Names Registration Names Registration automatically sends a guest’s name and room extension from the PMS to the switch at check-in, and automatically removes this information at checkout.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1368 Hospitality features 20 Detailed description The information provided by Names Registration displays on any attendant console or display-equipped phone (as might be used for example, by Room Service, Security, and others). The information allows hotel personnel to provide personalized greetings to calling guests. For example, if John Smith calls room service, personnel with a display-equipped phone, see John’s name and room extension and can answer with a personalized greeting. The name of the calling or called party can display on display-equipped phones. To maintain necessary guest security, hotels do not divulge guests’ room numbers to other guests or callers. For this reason, do not assign display-equipped phones to guest rooms. Check In The switch performs the following procedures at check-in: 1. Information about the guest is obtained and stored in the hotel’s PMS. 2. The PMS sends a check-in message to the switch. 3. The switch stores the guest’s name and coverage path. 4. The switch removes the outward restriction on the telephone in the guest room. The switch removes all LWC messages. 5. The switch changes the status of the room from unoccupied to occupied. At check-in, update the PBX names internal table and the call-coverage path for the guest phone. Name Registration automatically sends a guest’s name, extension (room), and preferred call-coverage path to the switch. Check Out 1. The switch clears any previous wakeup calls. 2. The switch clears message-waiting lamp indications. 3. The switch activates controlled outward restriction, removes the guest’s name, and identifies any unopened messages. At checkout, Name Registration automatically changes the call-coverage path to the administered Default Coverage Path for Client Rooms. Guest Information Input/Change Use Guest Information Input/Change to change the guest name associated with an extension, input a guest name after check-in, or change a call-coverage path. For example, hotel may check in airline personnel before their arrival to guarantee their reservation. However, hotel personnel may be unaware of the guests’ names and so wait until their arrival to update the names.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1369 Hospitality features 20 Name Registration Information Format For both Name Registration and Guest Information Input/Change, a guest name may consist of as many as 15 characters, including spaces and commas. Do not use periods. The name may be in all upper case letters, all lower case letters, or a mixture of upper case and lower case letters. To use Integrated Directory, enter the name using one of the following methods. nLast name, comma, first name (for example, Jones, Fred) nLast name, comma, first name, space, title/middle initial/name (for example, Jones, Fred Mr) nLast name only (for example, Jones) Call Coverage Both Names Registration and Guest Information Input/Change messages contain call-coverage path numbers. These numbers do not display but are used to configure the appropriate call-coverage arrangements for guest extensions. Arrangements can be for voice mail, text messages, any available coverage point, or no coverage at all. Administer call-coverage paths on the switch, and use the associated path numbers to establish coverage arrangements at check-in. For suites, administer paths to allow one room in the suite to be the coverage point for the other. To make customized arrangements at time of check-in (such as coverage from one guest room to another), manually administer the path attributes at the switch. Considerations nCall-coverage path numbers sent by PMS to the switch for automatic reconfiguration are limited to those administered in the switch and stored in PMS. nA guest room extension can have a maximum of 5 digits. nAn input in PMS of the name displayed on display-equipped phones updates the switch.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1370 Hospitality features 20 Interactions nCall Coverage Call-coverage arrangements are not limited to automatic update during check-in messages sent from PMS. Hotel personnel require coverage points other than those designated for guests. Call-coverage paths can be manually administered at the switch via the management terminal. nCOS If an extension has a client room COS, the save translation operation clears the station name and sets the coverage path to the default coverage path for client room when stored on tape. This does not affect the existing information in memory. However, if the translations are read in, it affects existing extensions until a database swap synchronizes the switch and PMS. nName Character Length The switch supports 27-character names, but the PMS interface supports only 15-character names. nPMS Interface During a Room Change/Room Swap, the name originally associated with the first terminal is changed or swapped to the second terminal along with call-coverage path, automatic wake-up entries, message-waiting status, and controlled restrictions. Property Management System Interface Property Management System (PMS) Interface provides a communications link between the switch and a customer-owned PMS. The PMS allows a customer to control certain features in a hospital and hotel/motel environments. Refer to DEFINITY ECS GuestWorks Server Property Management Interface Specifications. Detailed description Table 52 summarizes how the hospitality features are activated when you use only the switch and when you use the PMS.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1371 Hospitality features 20 Table 52. PMS/Switch links Feature Switch Only With PMS Automatic Wakeup Activated via console buttonN/A Call Coverage Activated via administrationActivated via PMS terminal — Transparent or ASCII mode Check-In/Check-out Activated via console buttonActivated via PMS terminal — Normal, Transparent, or ASCII mode Controlled RestrictionActivated via console buttonActivated via PMS terminal — Normal, Transparent, or ASCII mode Do Not Disturb Activated via console buttonActivated via PMS terminal — Normal, Transparent, or ASCII mode Emergency Access to AttendantActivated by guest actionN/A Housekeeping StatusActivated via console buttonActivated via PMS terminal — Normal, Transparent, or ASCII mode Message Waiting NotificationActivated via console buttonActivated via PMS terminal — Normal, Transparent, or ASCII mode Names Registration Activated via administrationActivated via PMS terminal — Transparent or ASCII mode Room Change/Swap and Guest Information Input/ChangeActivated via administrationActivated via PMS terminal — Normal, Transparent, or ASCII mode Room Occupancy Activated via console buttonActivated via PMS terminal — Normal, Transparent, or ASCII mode
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1372 Hospitality features 20 The PMS Interface provides the following: nA communications protocol for controlling message exchange between the switch and a PMS nAn application module for controlling the operation of PMS features nStatus data on all guest/patient rooms for selected features The protocol is full-duplex asynchronous and provides the mechanisms for setting up a data session with PMS, message-exchange control, error identification, and recovery. The interface supports standard data rates. Two protocol modes are provided: the normal-protocol mode as described above, and transparent-protocol mode. Normal-protocol mode supports a character set that has a combination of Binary Coded Decimal (BCD) characters and ASCII characters. Transparent-protocol mode supports a complete ASCII-character set. The application module of the PMS Interface implements requested features and provides backup if the PMS link is down. Whether or not the link is down, the switch always maintains the following data for each room: nWhether the room is vacant or occupied nWhether the phone’s message lamp is on or off nWhether a controlled restriction is active at the phone and, if so, which one nThe guest’s name and coverage path When the PMS link is down, the switch automatically activates Check-In/Check-Out for the attendant console and front-desk terminal with display capability, and continues to support PMS features activated from guest/patient-room phones. When the PMS link is up again, the switch sends one of the following messages to PMS: nNo room-status changes occurred during loss of communications. nRoom-status changes did occur during loss of communications; therefore, a data exchange is needed to synchronize the switch and the PMS databases. nThe system failed momentarily, destroying its record of room status; therefore, a data exchange is needed to synchronize the switch and the PMS databases. When the PMS link is down or not used, the switch maintains an audit-trail report of all events that are normally sent to the PMS. The audit-trail report (accessed via the management terminal) is a sequential listing of all PMS transactions executed by the switch when the PMS link is down. Included are error events that occur when the link is up or down.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1373 Hospitality features 20 If you have a PMS printer and the PMS link is down, the following status changes print as changes occur: nRoom number nFAC dialed nAny additional information digits that were dialed nReason for the entry (error message) nTime that the error occurred Additional reports print to the PMS Journal/Schedule printer. These include Automatic Wakeup activity, Emergency Access to the Attendant activity, and scheduled reports. A supporting function called Room Data Image synchronizes the switch and PMS databases after a PMS link goes down and comes back up. Information exchanged includes: nRoom extension nWhether the room is occupied or vacant nMessage Waiting lamp status nControlled Restriction status nGuest’s name nCall Coverage path Message Waiting Notification Message Waiting Notification requests originate from attendant consoles, front-desk terminals, or PMS terminals. When a request is entered, PMS sends a message to the switch to change the state of the Message Waiting lamp. If the lamp is activated by AUDIX, INTUITY Lodging, or Leave Word Calling (LWC), the PMS cannot deactivate the lamp. PMS cannot turn LWC or AUDIC messages on or off; these are controlled by the switch. Assign a console permissions COS to any console or terminal as part of the “System Wide Retrieval Stations” to retrieve requests for another station. Assign a client room COS to the extensions for which Message Notification is to be made.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1374 Hospitality features 20 Controlled Restriction When Controlled Restriction is activated through the PMS, the PMS sends a message to the switch to assign one of the following restrictions to the phone in a guest/patient room: nNo restriction nOutward restriction nTotal restriction nStation-to-station restriction nTermination restriction nCombined outward and termination restriction nCombined outward and station-to-station restriction nCombined termination and station-to-station restriction The attendant can still set Controlled Restriction for a phone whether the PMS link is up or down. PMS-Down Log The pms-down log records only those User Controller Restriction events that are for stations having a Class of Service (COS) where: nthe Client Room field is y nthe Controlled Restriction Configuration field is act-pms nthe pms link is not up nthe pms log extension is valid Housekeeping Status Your housekeeping staff enters status information from phones in guest/patient rooms or from designated terminals. You can assign up to 10 Housekeeping Status access codes within two different types: nRoom phone access code type Staff members dial up to six access codes that represent room status plus up to six additional digits for items such as maid identification. nDesignated phone access code type Staff members dial up to four access codes that represent room status plus the room extension and then up to six additional digits for items such as maid identification.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1375 Hospitality features 20 The switch notifies PMS when Housekeeping Status information is entered. If the PMS is unavailable, the switch writes this information to a log. The log is accessible at the switch management terminal, and is sent to the log printer, if administered. Check In/Check Out A Check-In request deactivates the outward-controlled restriction on the phone in a guest/patient room. A Check-Out request deactivates any controlled restrictions and changes the controlled-restriction level to outward restriction, checks for any messages, clears the wakeup request, and deactivates Do Not Disturb. If you do not use PMS or if the PMS link is down, the attendant can activate Check-In and Check-Out from an attendant console or a front-desk phone with display capability and console permission. This requires two buttons, Check-In and Check-Out. Pressing either button places the display in the respective mode and allows use of the touch-tone or DTMF buttons for entering data (rather than for placing calls). The attendant exits Check-In or Check-Out mode by pressing any other button associated with the display (for example, the Normal Mode button). This restores the display and the touch-tone or DTMF buttons to normal operation. A Check-In/Check-Out request sends information for Names Registration to the switch. This information includes the guest’s name, room extension, and call-coverage path. If the PMS link is down and check-in is done from an attendant console or display-equipped front-desk phone, the guest’s name and coverage-path information is not automatically updated. If a guest/patient room has both a voice and a data extension, the checkout request applies only to the voice extension. Room Change/Room Swap Room Change/Room Swap is provided only through PMS and activated from a PMS terminal. With Room Change, data pertaining to the old room — including a pending wakeup request, the guest’s name (transparent/ASCII mode), and the guest’s call-coverage path (transparent/ASCII mode) — moves to the new room. With Room Swap, data pertaining to the two rooms swap. With either feature, if the occupancy status is inconsistent, the system sends an error message to PMS. Names Registration Names Registration automatically sends a guest’s name and room extension from PMS to the switch at check-in, and removes this information at checkout. The guest’s call-coverage path is sent to the switch during check-in and set to the administered Default Call Coverage Path for Client Rooms at checkout.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1376 Hospitality features 20 Guest Information Input/Change Guest Information Input/Change allows the attendant to enter or alter guest information (name or coverage path). Information changed at the PMS is sent automatically to the switch. PMS/INTUITY Link Integration PMS/I NTUITY Link Integration allows the following PMS administrative messages to tandem through the switch to the I NTUITY Lodging adjunct. This eliminates the need for the I NTUITY-to-PMS voice messaging link. This does not remove the need for the I NTUITY-to-PMS call accounting link. nCheck-in nCheck-out nRoom-data-image (database synchronization) nModify (guest-information) nAdd/Remote Text/Fax Notification Message (message-waiting status) nTransfer/Merge Mailbox (room change/swap) When the messaging link is down and the PMS/DEFINITY link is up, the switch buffer holds up to 100 PMS messages. The switch updates the I NTUITY Lodging adjunct once the link is up. If the buffer overflows before the link is up, the database resync among PMS/DEFINITY/I NTUITY initiates by demand or by a routine database update from PMS. Considerations nYou can use Leave Word Calling (LWC) or Integrated Message Center Service for the hospital or hotel/motel staff and Message Waiting Notification for guests/patients. However, if you do not use Message Waiting Notification, Integrated Message Center Service is used for both. nDo not remove an extension while the PMS link is active. nNormal-protocol mode allows extensions of up to four digits. Transparent/ASCII-protocol mode allows extensions of up to five digits. nWhen save translations is done when transparent/ASCII-protocol mode is active, station names with client-room COS save as blank and coverage paths save as the default coverage path for client rooms. nThe PMS link may not work correctly when multiple p-extensions have the same leading digit and adjacent lengths. For example, 3 and 4 p-extensions with the same leading digit may cause problems. The same applies to 4 and 5, and 5 and 6. nA room extension may begin with 0 only if the PMS sends a prefix digit or a fixed number of digits.