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

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
7 Hospitality Services Overview 
Messaging Services
When a guest has a message, the message waiting lamp on a guest’s telephone can 
be turned on by the Lucent I
NTUITY Lodging messaging system, by the PMS, or by 
the console attendant. When written messages are taken at the front desk, they can 
be left in the guest’s voice mailbox. This makes sure that when the guest calls in to 
retrieve messages, they get all their messages with one telephone call. When 
guests retrieve all of their messages, the voice messaging system turns their 
message waiting lamps off. The Lucent I
NTUITY Lodging system greetings (the 
prompts heard when guests retrieve their messages) are available in a number of 
languages. You can use one language as the default, but you can also specify other 
languages as required by your guests.
NOTE:
To provide guest fax messaging services, a separate telephone 
number for receiving these messages must be provided.
If your switch is not equipped with voice messaging, the front desk personnel can 
take messages manually and can turn on the guest’s message waiting lamp. When 
a guest calls the front desk to get his or her messages, the front desk personnel can 
manually turn off the guest’s message waiting lamp.
Flexibility
In hotels with meeting facilities where there is an occasional need for telephone 
service in the meeting rooms, the Terminal Translation Initialization (TTI) feature 
is available. With TTI, ports are translated as “administered, but inactive.” When 
the port needs to be activated, a hotel communications staff member plugs a 
telephone into the desired jack. He or she enters a feature access code, a security 
password, and an extension number. The telephone now is available for that room. 
When the telephone is to be removed, the removal code is entered, followed by 
the password and the extension number. This arrangement requires that the hotel 
have a port from the switch wired to every possible jack in the meeting rooms, 
which can have up-front costs but which will provide a good level of customer 
service. One way to limit the cost is to provide a limited number of ports to the 
meeting room area. A patch panel would allow hotel staff to wire extensions to 
specific jacks on a flexible basis. You can still serve several jacks with a limited 
number of ports. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
8 Hospitality Services Overview  
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
9 Guest Operations 
Guest Operations
Guests can schedule wakeup calls for themselves, block unwanted incoming calls, 
make emergency calls, and retrieve voice and fax messages from their extensions 
or from telephones outside of the property. The specific procedures required for 
each of these features depends on the type of telephone a guest is using. Room 
telephones should be supplied with user instructions.
NOTE:
It is the responsibility of the property owner to provide these 
instructions in something similar to a Guest Services Handbook or on 
a user card that is placed next to the room telephone. Refer to ‘‘ G u e s t  
Operations Artwork’’ on page 83 for some examples of what can be 
provided to your guests.
Automatic Wakeup
Guests can enter their own wakeup times, but the operation is different depending 
on whether you have a Speech Synthesizer circuit pack installed in your switch:
nWith a Speech Synthesizer circuit pack, guests can enter 1 wakeup call 
using the voice prompts of the circuit pack.
nIf a Speech Synthesizer circuit pack is not installed in your switch, guests 
can enter 1 or 2 wakeup calls using the standard call progress tones to 
prompt them through the process (for example, dial tone and confirmation 
tone). For this operation, your switch must have the Dual Wakeup and 
Wakeup Activation via Tones features enabled. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
10 Guest Operations 
With Speech Synthesizer
Provide the following procedures to your guests for activating and deactivating a 
wakeup call.
NOTE:
Guests cannot enter 2 wakeup calls when using the Speech 
Synthesizer circuit pack. Only attendants can enter 2 wakeup calls 
with this configuration.
Add Your Wakeup Call
Access to the Automatic Wakeup feature may be from a button on the guest 
telephone or by using a feature access code.
1. Pick up the handset of your telephone, and press the wakeup button, or 
enter the Automatic Wakeup Call feature access code _____.
nListen to the wakeup instructions. You will hear “You have reached 
the automatic wakeup service. Please enter the time for your wakeup 
call followed by the pound sign.” 
2. Using the dial keypad, enter the time that you wish to receive a wakeup 
call, followed by the 
# button. If you make a mistake, hang up and start 
over.
nIf you entered a time between 13:00 and 00:59, you will hear a 
message saying “Thank you. Your request for _____ is confirmed.” 
You can hang up.
If you used a time between 01:00 and 12:59, the prompt says “A.M., 
press 2; P.M., press 7.” 
3. Press the 
2 button for an A.M. wakeup call or the 7 button for a P.M. 
wakeup call.
nYou will hear a message saying “Thank you. Your request for
_____ is confirmed.” You can hang up.
4. Hang up the telephone.
When your wakeup time arrives, your telephone will alert you with special 3-burst 
ringing. Answer the call (and listen to the message, if you like), then hang up. 
Your wakeup call is now finished and will not be repeated. If you do not answer 
the wakeup call within 30 seconds, it is repeated 2 more times at 5-minute 
intervals. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
11 Guest Operations 
Change or Delete Your Wakeup Call
1. Pick up the handset of your telephone, and press the wakeup button, or 
enter the Automatic Wakeup Call feature access code _____.
nListen to the wakeup instructions. You will hear “You have reached 
the automatic wakeup service. Your current request for a wake-up 
call is _____. Press the 
2 button to change; press the 3 button to 
delete.”
2. If you want to change the wakeup time that you entered earlier, press the 
2 
button.
nYou will now go through the original procedure for entering a 
wakeup time again. Your new time will replace the old time.
3. If you want to delete your wakeup call completely, press the 
3 button.
nYou will hear the message “Thank you. Your request has been 
canceled.” You can hang up.
4. Hang up the telephone.
With Wakeup Activation Via Tones
Provide the following procedures to your guests for activating and deactivating 
wakeup calls if the Wakeup Activation via Tones feature is activated. The Dual 
Wakeup feature is required if you want to allow your guests to have two wakeup 
calls. Guests cannot activate a Daily Wakeup or a VIP Wakeup.
Add or Change Your Wakeup Calls
Access to the Automatic Wakeup feature may be from a button on the guest 
telephone or by using a feature access code.
1. Pick up the handset of your telephone, and press the wakeup button, or 
enter the Automatic Wakeup Call feature access code _____.
nYou will hear recall dial tone (3 short tones, followed by dial tone).
2. Using the dial keypad, enter the time that you wish to receive a wakeup 
call. The time must be entered using the 24-hour clock format (for 
example, 0900 is 9 a.m. and 2230 is 10:30 p.m.).
nYou will hear confirmation tone (3 short tones, followed by silence).
nIf you make a mistake, you may hear intercept tone (siren tone). 
Hang up and start over.
nIf you hear reorder tone (fast busy), the switch cannot accept your 
request at this time. Try again later, or call the front desk.
3. Hang up the telephone. 
						

							DEFINITY Enterprise Communication Server Release 8.2
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Hospitality Operations 
12 Guest Operations 
4. If you wish to have a second wakeup call, pick up the handset of your 
telephone and press the wakeup button, or enter the Automatic Wakeup 
Call feature access code _____.
nYou will hear recall dial tone (3 short tones, followed by dial tone).
5. Press the 
* button.
6. Enter the time that you wish to receive your second wakeup call. The time 
must be entered using the 24-hour clock format (for example, 0900 is 9 
a.m. and 2230 is 10:30 p.m.).
nYou will hear confirmation tone (3 short tones, followed by silence).
nIf you make a mistake, you may hear intercept tone (siren tone). 
Hang up and start over.
nIf you hear reorder tone (fast busy), the switch cannot accept your 
request at this time. Try again later, or call the front desk.
7. Hang up the telephone.
When your first wakeup time arrives, your telephone will alert you with 
special 3-burst ringing. Answer the call (and listen to the message, if you like), 
then hang up. Your wakeup call now is finished and will not be repeated. If you do 
not answer the wakeup call within 30 seconds, it is repeated 2 more times 
at 5-minute intervals. Your second wakeup call follows the same procedure.
Delete Your Wakeup Calls
1. If you wish to delete your first wakeup call, pick up the handset of your 
telephone, and press the wakeup button, or enter the Automatic Wakeup 
Call feature access code _____.
nYou will hear recall dial tone (3 short tones, followed by dial tone).
2. Press the 
# button to delete your first wakeup call.
nYou will hear confirmation tone (3 short tones, followed by silence).
3. Hang up the telephone.
4. If you wish to delete your second wakeup call, pick up the handset of your 
telephone, and press the wakeup button, or enter the Automatic Wakeup 
Call feature access code _____.
nYou will hear recall dial tone (3 short tones, followed by dial tone).
5. Press the 
* button, followed by the # button.
nYou will hear confirmation tone (3 short tones, followed by silence).
6. Hang up the telephone. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
13 Guest Operations 
Do Not Disturb
If your switch is equipped with the Speech Synthesizer circuit pack, guests can 
enter their own Do Not Disturb requests. The following instructions should be 
provided to your guests so they can access this feature.
During the Do Not Disturb period, all calls are blocked from ringing your 
telephone, except for the following:
nEmergency calls, cleared through the front desk
nWakeup calls scheduled before your Do Not Disturb period ends
Access to the Do Not Disturb feature is done by using a feature access code or by 
using a feature button on the guest telephone.
Enter a Do Not Disturb Request (Feature Dial
Access Code)
1. Pick up the handset of your telephone and enter the Voice Do Not Disturb 
feature access code _____.
nListen to the Do Not Disturb instructions. You will hear “You have 
reached the Do Not Disturb service. Please enter the time you wish 
Do Not Disturb to end, followed by the pound sign.”
2. Using the dial keypad, enter the time that you want the Do Not Disturb 
time to end, followed by the 
# button. If you make a mistake, hang up and 
start over.
nIf you used a time between 13:00 and 00:59, you will hear a 
message saying “Thank you. Do Not Disturb is activated. It will be 
turned off at _____.” You can hang up.
nIf you used a time between 01:00 and 12:59, you will hear a 
message saying “A.M., press 2; P.M., press 7.”
3. Press the 
2 button for A.M. or the 7 button for P.M.
nYou will hear a message saying “Thank you. Do Not Disturb is 
activated. It will be turned off at _____.” You can hang up. 
						

							DEFINITY Enterprise Communication Server Release 8.2
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Hospitality Operations 
14 Guest Operations 
Change or Cancel a Do Not Disturb Request
(Feature Dial Access Code)
1. Pick up the handset of your telephone and enter the Voice Do Not Disturb 
feature access code _____.
nListen to the instructions. You will hear “You have reached the Do 
Not Disturb service. The current time for deactivation is _____. 
Press 2 to change; press 3 to deactivate the service now.”
2. If you want to change the time your Do Not Disturb period ends, press the 
2 
button.
nYou will now go through the original procedure for entering the 
time. Your new time will replace the old time.
3. If you want to cancel Do Not Disturb completely, press the 
3 button.
nYou will hear a message saying “Thank you. Your request has been 
canceled.” You can hang up.
Activate Do Not Disturb (Feature Button)
Press the Do Not Disturb button.
nThe lamp next to the Do Not Disturb button lights. Do Not Disturb 
is now activated.
Deactivate Do Not Disturb (Feature Button)
When the Do Not Disturb lamp is on, press the Do Not Disturb button.
nThe lamp next to the Do Not Disturb button goes off. Do Not 
Disturb is now deactivated.
Emergency Access to the Attendant
In an emergency situation, you can send the attendant an urgent call for help. This 
call does not automatically place a call to an emergency service agency; a separate 
call is required. The attendant will receive both audible and visible signals that 
indicate the emergency call. There are two ways to place an emergency call:
nPick up the handset of your telephone and enter the Emergency Access to 
Attendant feature access code _____. The switch then sends the emergency 
call to the attendant.
nIf you cannot enter the code, take the handset off the telephone. After being 
off-hook for the administered time interval, the switch automatically sends 
an emergency signal to the attendant.
This feature has administrable parameters that are documented in the DEFINITY 
Enterprise Communications Server Administrator’s Guide. 
						

							DEFINITY Enterprise Communication Server Release 8.2
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April 2000
Hospitality Operations 
15 Guest Operations 
Retrieving Messages
Usually, guests will retrieve their voice messages from their rooms, but they may 
also need to retrieve their messages from other guest rooms, from a house 
telephone, or from a location away from the property. When retrieving messages 
from other locations, passwords assigned at check-in are used for guest security. If 
personal greetings are allowed on the voice messaging system, guests also can 
create a personal greeting that callers will hear during the guest’s stay.
NOTE:
The procedures given in this section apply to the Lucent INTUITY 
Lodging voice messaging product. If your installation is using a 
different voice messaging system, use the instructions provided with 
that system. Refer to the I
NTUITY Lodging Administration and Feature 
Operations for more information about voice and fax messaging 
services.
These procedures need to be communicated to your guests. You also can provide 
them a Guest Quick Reference Card to help them use the Lucent I
NTUITY Lodging 
voice messaging.
Retrieving Messages from Your Room
1. Call the message retrieval telephone number.
nListen to the message retrieval greeting and the notification of the 
number and type of messages. Messages may be voice, fax, or text. 
Text messages are usually written messages collected at the front 
desk.
nMessages are played one at a time. Each message is prefaced with 
the time, day, and date it was received. Fax messages are always 
presented after the voice messages have been accessed. Refer to 
‘‘Retrieving Fax Messages’’ on page 17
.
2. After each message is played, you may do any of the following:
nPress the 2 button to replay the message.
nPress the 3 button to delete the message and listen to the next 
message.
nPress the 4 button to save the current message and listen to the next 
message (this option is administrable and may not be available on 
every system).
nPress the 0 button to transfer to an attendant for assistance or to 
retrieve text messages. 
						

							DEFINITY Enterprise Communication Server Release 8.2
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April 2000
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16 Guest Operations 
If no keys are pressed, the current message is saved (if the system is 
administered to save old messages), and the new one is played. To keep 
your mailbox space free for new messages, delete unwanted messages.
If the system is not administered to save old messages, once you listen to a 
message, the message is deleted automatically, and the next message is 
played.
3. After the last message, you will hear a closing message.
Retrieving Messages from Locations Other
Than Your Room
1. Call the operator, give them your name, and tell them you want to retrieve 
your voice messages. The operator will do one of two operations:
nThe operator transfers your call immediately to the voice messaging 
system. Continue with Step 2.
nThe operator will ask you for your room number and your voice 
messaging password. The operator calls the voice messaging 
system, enters your room number and your password, and then 
transfers you to the voice messaging system. Continue with
Step 3.
2. Enter your room number followed by your password.
!SECURITY ALERT:
To protect against abuse of voice mailboxes, passwords should be assigned. 
If the voice-messaging mailbox you are accessing does not have a 
password, contact the front desk personnel to request that a password be 
assigned.
nThe system prompts you with the message “Press 1 to listen.”
3. Press the 
1 button to listen to your voice messages. Messages are played 
one at a time.
4. After each message is played, you may do any of the following:
nPress the 2 button to replay the message.
nPress the 3 button to delete the message and listen to the next 
message.
nPress the 4 button to save the current message and listen to the next 
message (this option is administrable and may not be available on 
every system).
nPress the 0 button to transfer to an attendant for assistance or to 
retrieve text messages.