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 
17 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.
5. After the last message, you will hear a closing message.
Retrieving Fax Messages
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.
2. After all of the voice messages have played, press the 
6 button when 
prompted to retrieve your fax messages.
3. After pressing the 
6 button, you may do any of the following:
nPress the 1 button to receive the messages on the same telephone 
call. To do this, you must be calling from a fax machine or from a 
telephone that has a data port connected to your computer. The 
computer must have fax software that can receive the messages.
nPress the 2 button to print the messages to an in-room fax machine.
nPress the 3 button to send the messages to the guest services fax 
machine (usually at the front desk).
nPress the 4 button to send the messages to a machine outside of the 
hotel. You will be prompted to enter the fax machine’s telephone 
number.
All fax messages in your mailbox are printed as a group.
4. Depending on the option selected, you will hear a closing message, or the 
call will disconnect after all fax messages are delivered. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
18 Guest Operations 
Recording a Personal Greeting
NOTE:
To use this feature, the Lucent INTUITY Lodging system must have 
software Release 1.1 or later.
1. Call the message retrieval telephone number.
nListen to the message retrieval greeting.
2. When prompted, press the 
5 button to hear the personal greeting and 
change password options. The following personal greeting options are 
given:
nTo record your personal greeting, press the 1 button.
nTo listen to your personal greeting, press the 2 button.
nTo erase your personal greeting, press the 3 button.
3. Press the 
1 button to record a personal greeting. You are then prompted to 
record your personal greeting after the tone.
!SECURITY ALERT:
When recording your personal greeting, if is recommended that you do not 
give out your room number or any other information that may compromise 
your personal security.
4. When recording is completed, you may do any of the following:
nTo re-record, press the 1 button.
nTo review your recording, press the 2 button.
nTo erase and go back (to your messages), press the 3 button.
nTo save and go back (to your messages), press the 4 button.
5. Once you are satisfied with your personal greeting, press the 
4 button to 
save your personal greeting. You will receive a confirmation message and 
will be returned to message retrieval.
6. If you already have a personal greeting, press the 
2 button to listen to your 
personal greeting.
nAfter listening to your personal greeting, you are returned to 
message retrieval.
7. If you already have a personal greeting, press the 
3 button to erase your 
personal greeting.
nAfter erasing your personal greeting, you are returned to message 
retrieval. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
19 Guest Operations 
Changing Your Password
At check-in, you were assigned a 4-digit password to use when retrieving your 
messages while away from your room.
NOTE:
To use this feature, the Lucent INTUITY Lodging system must have 
software Release 1.1 or later. Passwords cannot be the same as your 
room number and cannot be the same 4 digits. For security, it is 
recommended that you use a random number pattern.
To change your password, do the following:
1. From your room, call the message retrieval telephone number.
nListen to the message retrieval greeting.
2. When prompted, press the 
5 button to hear the personal greeting and 
change password menu.
3. Press the 
4 button to change your password.
nYou are given instructions on how to change your password.
4. Enter a valid 4-digit password.
5. Enter your new password a second time.
nYou will receive a confirmation message stating that your password 
has changed.
6. Press the 
5 button to go back to your messages, or hang up if finished. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
20 Guest Operations 
Dial by Name
If you can’t remember at which room your associate is staying, you can use the 
Dial by Name feature to place a call. This feature is available on GuestWorks.
1. Call the Dial by Name extension as provided by the hotel.
You are routed to the auto-attendant procedure and are prompted to enter 
the person’s name.
2. Enter the first 4 characters of the person’s last name.
If only one name matches the 4 characters entered, the call is placed to that 
person. Otherwise, continue with step 3.
3. If there is more than one match for the first 4 characters, you are prompted 
to enter the rest of the characters in the person’s last name. After you enter 
the rest of the characters, press the 
# button.
If only one name matches the characters entered, the call is placed to that 
person. Otherwise, go to step 4.
4. If there are still multiple matches, you are prompted to enter the first 2 
characters of the person’s first name.
If only one name matches the characters entered, the call is placed to that 
person. Otherwise, the call cannot be completed using Dial by Name. Press 
the 
0 button to connect with the front desk.
NOTE:
When a group of telephones are designated as a suite of telephones 
(for example, one room with several telephones, all with different 
extension numbers), only the name assigned to the primary suite 
telephone extension is accessible with Dial by Name. The secondary 
suite extension names have an asterisk (*) prepended to the name and 
cannot be searched with Dial by Name. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
21 Front Desk Operations 
Front Desk Operations
Almost all operations that are done from a traditional “attendant console” 
(Model 302B, model 302C, or PC console) can now be done from an Attendant 
Backup telephone (a telephone that has “console” permissions). The operations 
given in this section include the following:
nAttendant Backup
nCheck-In and Check-Out
nAutomatic Wakeup
nFailed Wakeup Notification
nControlled Restrictions
nDo Not Disturb
nMessage Waiting Notification
nPMS Alarms
nCall Accounting Alarms
nMaid Status and Room Occupancy
nRecorded Announcements.
Refer to DEFINITY Console Operations and DEFINITY Console Operations 
Quick Reference for standard console feature operations not related to hospitality. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
22 Front Desk Operations 
Attendant Backup
The Attendant Backup feature allows you to access most attendant console 
features from one or more specially-administered multiappearance telephones. 
Using this backup mode, you can answer calls faster, thus providing better service 
to your guests and prospective clients.
The recommended telephones are the Lucent Technologies Model 6408D+, 
6424D+, 8434, and 8410D. When calls terminate at the attendant console during 
normal operation, users at the backup telephones can answer overflow calls by 
pressing a button or entering a feature access code. You can then process the calls 
as if you are at the attendant console. Procedures for basic feature operation are 
documented in the quick reference guides for each telephone.
NOTE:
The Attendant Backup features cannot be used from guest rooms 
administered as “client” rooms even if those rooms have 
multiappearance telephones.
When the attendant console is in the day mode (the Night lamp is off), you cannot 
answer overflow calls at the backup telephones until the number of calls waiting 
in the attendant queue has reached an administered threshold. Until the threshold 
is reached, the only indication the backup telephones receive that there are calls 
waiting in queue is that the Attendant Queue Calls and the Attendant Queue Time 
lamps go on. You can press the 
ATTENDANT QUEUE TIME button to see how many 
calls are waiting and how long the oldest call has been waiting, but you cannot 
answer the call. The Attendant Queue Time lamp starts flashing when the time in 
queue warning level has been reached (this is usually set for 15 seconds), but you 
still cannot answer the call.
When the calls waiting in queue threshold has been reached, the backup 
telephones will beep every 10 seconds as long as the number of calls waiting stays 
above the threshold. You then can answer calls using the Trunk Answer Any 
Station (TAAS) feature access code _____ or an automatic dialing button 
administered with that feature access code. You can turn off the beeping by 
pressing the 
RINGER CUTOFF button.
When the attendant console is in the night mode (the Night lamp is on), all calls to 
the attendant console immediately beep at the backup telephones, and the 
Attendant Queue Calls and the Attendant Queue Time lamps go on. You then can 
answer calls using the TAAS feature access code _____ or an automatic dialing 
button administered with that feature access code.
You also can install an external ringing device that sounds whenever the attendant 
queue limit is reached and when calls can be answered with the TAAS feature 
access code. Attendant Backup is an optional feature. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
23 Front Desk Operations 
Check-In/Check-Out
Use the following procedures to check hotel guests in and out. If your switch has a 
PMS that supports check-in and check-out, use this feature from the PMS. The 
only exception to this is if the link to the PMS is not operational.
Check-In
When a guest checks in and is assigned a room, the room’s status changes to 
occupied, and the room’s telephone controlled restriction changes to No 
Restriction.
NOTE:
Telephone restrictions sometimes are not cancelled when a guest is 
checked in. You should always verify that the telephones work 
correctly. If needed, remove restrictions manually (refer to page43
).
1. If you are not sure which rooms are available, press the 
OCCUPD ROOMS 
button.
nThe lamps associated with the rooms already occupied will display 
on the DXS selector console. Determine an unoccupied room from 
this information.
2. Press the 
CHECK IN button.
nThe Check In lamp goes on.
nThe following displays:
3. Enter the room number followed by the 
# button.
n One of the following displays:
This indicates that the check-in procedure was successful.
This indicates that you entered the wrong extension. Press the 
CHECK IN 
button to start over.
This indicates that check-in has already been done for this room.
This indicates that something failed with the check-in procedure. Press the 
CHECK IN button to start over.
nThe console returns to the normal operating mode. 
CHECK IN - Ext: 
CHECK IN COMPLETE 
INVALID EXTENSION - TRY AGAIN 
CHECK IN: ROOM ALREADY OCCUPIED 
CHECK IN FAILED  
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
24 Front Desk Operations 
Automatic Selection of DID Numbers for 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, the callers would use either the room/extension number or the 
DID number.
For example, when a check-in is done via the 
CHECK-IN button on the console or 
via a PMS, 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 is written based on the assumption that you 
have established a dial plan and that you have administered all DID 
numbers to as XDID station types on the Station screen. The XDID 
extension numbers can not have a “Client Room” class of service.
Selecting a DID number for a guest room
In a non-PMS environment, automatic selection of DID numbers to a guest room 
allows a guest to have a phone number not associated with their room number. 
To provide DID numbers to a guest in room 6001, do the following:
1. Press the 
CHECK-IN button on the console.
2. Enter the guest’s room number (6001) and press the 
# button.
The following displays:
3. Press 9 (yes) or 6 (no).
If yes, the DID number is assigned on a first-in first-out (FIFO) basis. The 
following displays:
CHECK IN - Ext: 
DID? 
CHECK IN COMPLETE: DID= 6499  
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
25 Front Desk Operations 
Viewing DID assignments
To view a DID number, do the following:
1. Press the 
DID VIEW button. The following displays:
2. Enter the room extension number you wish to view followed by the 
# 
button. The following displays:
3. Press 6 (no) after viewing the DID number. The following displays:
Changing DID assignments
To change a DID number, do the following:
1. Press the 
DID VIEW button. The following displays:
2. Enter the room extension number you wish to change followed by the 
# 
button. The following displays:
3. Press 9 (yes) to change the DID number. The following displays:
4. Press 2 (REPLACE). The following displays:
5. Enter 9 (yes) repeatedly to step through the list of available DID numbers.
6. When the display shows the number you want to use, press the 
# button. 
The following displays:
DID VIEW: EXT? 
DID: 6499 CHANGE? 
DID VIEW DONE 
DID VIEW: EXT? 
DID: 6499 CHANGE? 
REMOVE(1), REPLACE(2)? 
DID: 2245 CHANGE? 
DID VIEW DONE  
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
26 Front Desk Operations 
Removing DID assignments
To remove a DID assignment, do the following:
1. Press the 
DID VIEW button. The following displays:
2. Enter the room extension number you wish to change followed by the 
# 
button. The following displays:
3. Press 9 (yes) to remove the DID number. The following displays:
4. Press 1 (REMOVE). The following displays:
DID VIEW: EXT? 
DID: 6499 CHANGE? 
REMOVE(1), REPLACE(2)? 
DID REMOVED