Lucent Technologies GuestWorks And DEFINITY Enterprise Communications Server Release 8 Hospitality Operations Manual

							555-233-755
Comcode 108709700
Issue 1
April 2000
GuestWorks® and
DEFINITY
®
Enterprise Communications 
Server
 
Release 8
Hospitality Operations 
						

							Copyright Ó 2000, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was complete 
and accurate at the time of printing. However, information is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an 
unauthorized party, for example, persons other than your company’s employees, 
agents, subcontractors, or persons working on your company’s behalf. Note that 
there may be a risk of toll fraud associated with your telecommunications system 
and, if toll fraud occurs, it can result in substantial additional charges for your 
telecommunications services.
You and your system manager are responsible for the security of your system, 
such as programming and configuring your equipment to prevent unauthorized 
use. The system manager is also responsible for reading all installation, instruc-
tion, and system administration documents provided with this product in order to 
fully understand the features that can introduce risk of toll fraud and the steps that 
can be taken to reduce that risk. Lucent Technologies does not warrant that this 
product is immune from or will prevent unauthorized use of common-carrier tele-
communication services or facilities accessed through or connected to it. Lucent 
Technologies will not be responsible for any charges that result from such unau-
thorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical 
support or assistance, call the Lucent Technologies National Customer Care Cen-
ter support line at 1-800-643-2353. Outside the continental United States, contact 
your local Lucent Technologies authorized representative.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and found to com-
ply with the limits for a Class A digital device, pursuant to Part 15 of the FCC 
Rules. These limits are designed to provide reasonable protection against harmful 
interference when the equipment is operated in a commercial environment. This 
equipment generates, uses, and can radiate radio frequency energy and, if not 
installed and used in accordance with the instruction manual, may cause harmful 
interference to radio communications. Operation of this equipment in a residen-
tial area is likely to cause harmful interference, in which case the user will be 
required to correct the interference at his own expense.
Part 68: Network Registration Number. This equipment is registered with the 
FCC in accordance with Part 68 of the FCC Rules. It is identified by FCC regis-
tration number AS593M-13283-MF-E, ringer equivalence 3.0A.Part 68: 
Answer-Supervision Signaling. Allowing this equipment to be operated in a 
manner that does not provide proper answer-supervision signaling is in violation 
of Part 68 rules. This equipment returns answer-supervision signals to the public 
switched network when:
• Answered by the called station
• Answered by the attendant
• Routed to a recorded announcement that can be administered by the 
CPE user
This equipment returns answer-supervision signals on all DID calls forwarded 
back to the public switched telephone network.  Permissible exceptions are: 
• A call is unanswered
• A busy tone is received
A reorder tone is received
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio noise emis-
sions set out in the radio interference regulations of the Canadian Department of 
Communications.
Trademarks
DEFINITY and GuestWorks are registered trademarks of Lucent Technologies.
INTUITY is a trademark of Lucent Technologies.Ordering Information
Call: Lucent Technologies Publications Center
U.S. Voice: 1 888 582 3688
U.S. Fax: 1 800 566 9568
Canada Voice: +1 317 322 6619
Europe, Middle East, Africa Voice: +1 317 322 6416
Asia, China, Pacific Region, Caribbean,
Latin America Voice: +1 317 322 6411
Non-U.S. Fax: +1 317 322 6699
Write: Lucent Technologies Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219
U.S.A.
Order: Document No. 555-233-755
Comcode 108709700
Issue 1, April 2000
For more information about Lucent Technologies documents, refer to the section 
entitled “Related Documents” in “About This Document.”
Product Support
To receive support on your product, call 1-800-242-2121. Outside the continental 
United States, contact your local Lucent Technologies authorized representative. 
European Union Declaration of Conformity
The “CE” mark affixed to the equipment described in this book indicates that the 
equipment conforms to the following European Union (EU) Directives:
• Electromagnetic Compatibility (89/336/EEC)
• Low Voltage (73/23/EEC)
• Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and 
i-CTR4 PRI
For more information on standards compliance, contact your local distributor.
Comments
To comment on this document, return the comment form.
Lucent Technologies Web Page
The World Wide Web home page for Lucent Technologies is
http://www.lucent.com
Acknowledgment
This document was prepared by Product Documentation Development, Lucent 
Technologies 
						

							GuestWorks and DEFINITY ECS Release 8.2
Hospitality Operations  555-233-755  Issue 1
April 2000
Contents 
iii  
Contents
Contents iii
Hospitality Operations 1
nAbout This Document1
Purpose1
Organization2
Conventions2
Related Documents4
Product Support4
nHospitality Services Overview5
Telephone Support5
Guest Services5
PMS Integration6
Messaging Services7
Flexibility7
nGuest Operations9
Automatic Wakeup9
Do Not Disturb13
Emergency Access to the Attendant14
Retrieving Messages15
Dial by Name20
nFront Desk Operations21
Attendant Backup22
Check-In/Check-Out23
Automatic Wakeup29
Controlled Restrictions43
Do Not Disturb48
Message Waiting Notification53
PMS Alarms54
Call Accounting Alarms54
Crisis Alert54
Maid Status, Housekeeping Status, and
Room Occupancy55
Recorded Announcements57 
						

							GuestWorks and DEFINITY ECS Release 8.2
Hospitality Operations  555-233-755  Issue 1
April 2000
Contents 
iv  
nVoice Messaging Operations59
Administrative Mailbox on an INTUITY
System59
Connecting Guests to the Voice Messaging
System60
Restoring a Deleted Voice Message62
Retrieving Messages for Checked-Out Guests63
nCall Accounting Operations65
Night Audit Procedures65
End-of-Week/End-of-Month Audit Procedures66
Printing Key Reports67
nHousekeeping Staff Operations71
Status Codes72
nReports75
Administration Reports75
Printer Reports79
nGuest Operations Artwork83
Guest Operations Artwork84
Index 91 
						

							Hospitality Operations 
1 About This Document 
DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations
About This Document
This document contains the procedures for using the hospitality features of the 
GuestWorks® and DEFINITY® Enterprise Communications Server (ECS) family 
of products. These services include a group of switch-based features that support 
the lodging and health industries. Hotels, motels, and hospitals use these features 
to improve their property management and to provide assistance to their 
employees and clients.
Purpose
Each procedure in this document is intended for one of the following groups of 
users:
nGuests (or patients)
nAttendants and front desk personnel
nHousekeeping staff members.
The hospitality services are assembled into this document for the system 
managers, attendants, and front desk personnel who use the services and explain 
the procedures to guests and housekeeping staff. Guests and housekeeping staff 
will have access to simplified instructions for the specific procedures they use.
NOTE:
This document does not address basic telephone or attendant console 
operation.
Attendants and front desk personnel should receive specific training in hospitality 
operations. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
2 About This Document 
Organization
This document is organized under the following major topics:
nHospitality Services Overview
nGuest Operations
nConsole Operations (attendant and backup)
nVoice Messaging Operations
nCall Accounting Operations
nHousekeeping Staff Operations
nAdministration Options
nReports
nGuest Operations Artwork.
Conventions
The following conventions are used in this document:
nUnless specified otherwise, the term “switch” signifies the DEFINITY 
ECS or GuestWorks.
nThe term “attendant console” signifies the Model 302B, 302C, or PC 
console that is usually found at the front desk. The term “backup 
telephone” signifies either a Model 6408D+, Model 6424D+, 
Model 8410D, or Model 8434 telephone with attendant-type feature 
buttons. Other multiappearance telephones can be used, but the preferred 
models are the 6408D+, 6424D+, 8410D, or 8434.
nButtons you press on the console or backup telephone are shown as 
follows:
RELEASE
The buttons shown in this document use label designations provided by 
Lucent Technologies. Since the button labels can be customized for each 
site, some button labeling may have different designations.
Some button labels, such as Serial Call, span two lines. Because of line 
spacing in this document, they are shown across one line of text, such as 
SERIAL CALL.
nAdministration command paths and options you enter in the administration 
forms are shown as follows:
change system-parameters hospitality 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
3 About This Document 
nThe term “dial keypad” refers to the touch-tone keypad where you dial 
(enter) telephone numbers and feature access codes.
nWhen a procedure refers to a “room number,” the reference is to the 
extension in the room. The two numbers are not always the same.
nTimes entered for features such as Automatic Wakeup and Do Not Disturb 
consist of the hour followed by minutes in a multiple of 5 minutes; minute 
entries that are not multiples of 5 minutes are rounded off by the switch to 
the nearest multiple of 5. 
For example, to enter 7:00 a.m., press the
0 7  0  0 buttons. To enter 11:30 
a.m., press the 
1 1  3  0buttons. To enter 10:15 p.m., press the   2 2  1  5 
buttons.
Times entered in the range from 13:00 to 00:59 represent 1:00 p.m. 
to 12:59 a.m. Times entered in the range from 01:00 and 12:59 could 
represent either a.m. or p.m., so the switch prompts you to designate the 
correct time. 
In all of the procedures in which you enter the time of day, 12:00 a.m. is 
midnight and 12:00 p.m. is noon.
nYou hear the following tones during normal operation:
— Dial tone — a steady tone you hear when you select an idle call 
appearance.
— Ringback tone — the normal ringing tone you hear after you dial an 
extension or outside number.
— Busy tone — a slow on-off-on-off tone you hear when the number 
you are calling is busy.
— Reorder tone — a fast on-off-on-off tone you hear when calling 
facilities are not available or are out of order.
— Confirmation tone — a three-burst tone you hear after successfully 
using a feature access code.
— Intercept tone — a high-to-low tone you hear when a call or feature 
access code is not accepted. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
4 About This Document 
nThe following table lists the features described in this document. Ask your 
administrator for these codes and write them down in this table.
Related Documents
nBCS Products Security Handbook — 555-025-600
nDEFINITY® Console Operations — 555-230-700
nPC Console Quick Reference User’s Guide — 555-230-795
nDEFINITY® Console Operations Quick Reference — 555-230-890
nGuestWorks® INTUITY™ Lodging Call Accounting User’s Guide — 
555-231-205
nDEFINITY® ECS System Description — 555-233-200
nDEFINITY® ECS Administrator’s Guide — 555-233-506
nINTUITY™ Lodging Administration and Feature Operations — 585-310-577
nINTUITY™ Lodging Guest Artwork Package — 585-310-739
Product Support
To receive support on your DEFINITY ECS or GuestWorks system, 
call 1-800-242-2121. Outside the continental United States, contact your local 
Lucent Technologies authorized representative.
Feature Feature Access Code
Announcement
Automatic Wakeup Call
Emergency Access to Attendant
Group Control Restrict
Activation
Deactivation
Trunk Answer Any Station (TAAS)
User Control Restrict
Activation
Deactivation
Verify Wakeup Announcement
Voice Do Not Disturb 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
5 Hospitality Services Overview 
Hospitality Services Overview
Keeping guests satisfied is the key to a successful lodging establishment, and 
providing full guest services through up-to-date communications enhances guest 
satisfaction. DEFINITY ECS and GuestWorks
 offer the lodging operator the most 
advanced hospitality communications package currently available. The package 
was designed to assist lodging management with sales, housekeeping, and guest 
services with a minimum of assistance from the property’s communications staff.
The switch provides a digital telephony base for the property where Lucent 
Technologies’ I
NTUITY™ Lodging Voice Messaging, Lucent INTUITY Lodging Call 
Accounting, and enhanced guest services are integrated with the switch. The 
hospitality package provides the custom hospitality features with or without a 
Property Management System (PMS) or a call accounting system.
Telephone Support
The switch supports two types of telephones: multiappearance and single-line. 
Single-line telephones allow a user to handle two simultaneous calls: one active 
and one on hold. Some single-line sets have a data/fax jack on the set to allow 
business people to keep in touch with their offices.
Multiappearance telephones are equipped with multiple buttons that can be used 
for call appearances or features. Multiappearance telephones can also be equipped 
with a digital display. Depending on the type of call and the feature being used, 
the display will show who is calling, the time of day, the length of a call, and the 
trunk group currently in use. The Model 6408D+, 6424D+, 8403, 8410, and 8434 
are recommended for office staff use. The Model 6408D+, 6424D+, 8410D, 
and 8434 have digital displays and access to additional features by using special 
softkey buttons.
Guest Services
The switch provides automatic wakeup for guest rooms from which guests can 
request their own wakeup calls. The request process can use either the Speech 
Synthesizer circuit pack or confirmation tones to prompt the guest through the 
request. The wakeup call can be as simple as a silent wakeup call, 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.
NOTE:
In this document where native language is discussed, it should be 
understood that the switch can deliver the different languages when 
the messages are recorded into the Announcement circuit pack. It is 
the customer’s responsibility to record the messages. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
6 Hospitality Services Overview 
An important feature of the switch is the ability to activate Do Not Disturb. With 
this feature is the assurance that Do Not Disturb will turn off at the predetermined 
time. Do Not Disturb is just that — it turns off ringing at a station (a form of 
terminating restriction). When activated, it allows only Priority Calling and 
Automatic Wakeup calls to ring at the station. This restriction ensures fewer 
distractions when a guest does not want to be disturbed.
When not using a PMS, you can have a check-in and check-out button on the 
attendant console or backup telephone. When a guest is checked in, the desk clerk 
presses the check-in button; the switch prompts for an extension number, marks 
the room as occupied, and turns the telephone on. At check-out, the reverse 
happens.
For the business traveler, the Model 6416D+M, 6424D+M, and 8411 telephones 
provide added flexibility for voice and data calls. These telephones use digital 
technology to provide simultaneous voice calls and data calls over one pair of 
wires. These telephones can replace existing analog room telephones without the 
need for rewiring your property.
After cleaning a room, housekeeping personnel can use the telephone and dial a 
feature access code to change the room status from “dirty” to “clean and ready for 
occupancy.” 
A GuestWorks feature, called Dial by Name, allows guests to call other guests in 
the hotel by entering the guest’s name instead of the extension number. Dial by 
Name uses the Call Vectoring feature to give guests another option when placing 
calls.
PMS Integration
When a PMS is added, many of the previously-mentioned switch features become 
enhanced for the needs of lodging management. When the guest checks into the 
hotel, all information is entered in the PMS and is then transferred to the switch. If 
the PMS has the names registration feature, the guest’s name is transferred 
automatically to the switch and is added to the station screen.
This means that when Jim Smith calls for room service, the person answering the 
telephone sees “Jim Smith” in the digital display and answers “How can I help 
you, Mr. Smith.” This kind of personalized service can help distinguish one hotel 
from another.