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 
57 Front Desk Operations 
Recorded Announcements
The Recorded Announcements feature allows you to create several different 
recorded announcements for wakeup calls and Call Vectoring procedures. For 
example, you may want to have different messages for different times of day. For 
early morning wakeup calls, you can advertise breakfast at your coffee shop. For 
afternoon wakeup calls, you can advertise dinner at your restaurant. These 
announcements are recorded using the Announcement circuit pack and are 
assigned manually to wakeup calls when the wakeup calls are scheduled using the 
attendant console or a backup telephone.
There are many other ways you can use recorded announcements, For example, 
you can announce special events at the hotel or announce the dinner menu at the 
restaurant, or you can create a fixed set of recorded announcements that you can 
change as needed. You can also publish those announcement numbers in your 
“directory of guest services.” Guests can enter the announcement numbers from 
their rooms to hear the recorded information.
NOTE:
Messages provided by the Speech Synthesizer circuit pack are fixed 
in content and cannot be changed.
User Operation
You can verify the proper operation and content of the wakeup announcements. 
The operation is different for the Announcements and Speech Synthesizer circuit 
packs.
For the Announcement circuit pack, do the following from a telephone that has 
console permissions:
1. Lift the telephone handset, and enter the Announcement feature access 
code _____.
2. Enter the extension number of the announcement you need to record.
3. Press the 
1 button, and record after the tone. Hang up, press the DROP 
button, or press the switchhook when finished.
4. After waiting 15 seconds, enter the extension number of the announcement 
you just recorded.
5. Listen to the recording. If you need to re-record the message, repeat steps 1 
through 3.
6. If the message is satisfactory, hang up and repeat steps 1 through 3 to 
record the rest of the messages. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
58 Front Desk Operations 
The Announcements circuit pack has the following recording time limits based on 
the sampling rate used:
n8 minutes, 32 seconds at 16 KHz
n4 minutes, 16 seconds at 32 KHz
n2 minutes, 8 seconds at 64 KHz.
For the Speech Synthesizer circuit pack, do the following:
1. At a telephone, enter the Verify Wakeup Announcements feature access 
code _____.
2. Press the 
1 or 2 button.
nListen to the announcement. There may be a short delay before you 
hear the announcement.
3. If the wakeup announcement is absent, distorted, inaudible, or defective in 
any way, contact your system administrator to correct the problem. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
59 Voice Messaging Operations 
Voice Messaging Operations
To assist a guest when retrieving his or her voice messages, there are a few 
procedures that you will do regularly. These procedures include the following:
nConnecting a guest to the voice messaging system
nRestoring a deleted message
nRetrieving messages for a checked-out guest.
Refer to I
NTUITY Lodging Administration and Feature Operations for more 
information about these procedures. Instructions describing how the guests 
retrieve their messages are found in ‘‘Retrieving Messages’’ on page 15
.
NOTE:
The operations given in this section apply only to the Lucent INTUITY 
Lodging voice messaging product. See your product documentation 
for other voice messaging products.
Administrative Mailbox on an INTUITY
System
In order for you to retrieve messages for guests, an administrative mailbox 
extension and attendant password must be assigned. This is done through lodging 
administration on the Lucent INTUITY system. For details, refer to Chapter 3 of 
INTUITY Lodging Administration and Feature Operations.
You must assign a dummy extension to the Administrator Extension field, 
a 4-digit password to the Attendant Password field, and a 4-digit password to the 
Administrator Password field. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
60 Voice Messaging Operations 
Connecting Guests to the Voice Messaging
System
There are two ways you can connect a guest to the Lucent INTUITY voice 
messaging system:
nYou can connect a guest directly to the system, and the guest then enters his 
or her room number and password, or
nFor a guest who calls in using a rotary-dial telephone, you can enter the 
guest’s room number and password before you transfer him or her to the 
voice messaging system. This method is recommended only for callers 
with rotary-dial telephones. Callers with touch-tone telephones should be 
connected directly to the system.
!SECURITY ALERT:
Only a limited number of extensions and the attendant console can be 
administered to retrieve guest messages. Attendants receiving requests for 
connection to the voice messaging system should be trained to be on alert 
for unauthorized callers who may be trying to “hack” the voice messaging 
system. Refer to BCS Product Security Handbook for additional information.
To connect a guest directly to the Lucent INTUITY voice messaging system to let 
the guest enter his or her own room number and password, do the following:
1. When a guest calls to retrieve his or her messages, ask the guest for his or 
her name and room number.
2. Verify that the guest name and room number are valid.
3. Ask the guest to please hold while the call is transferred to the voice 
messaging system.
4. Press the 
START button at the attendant console or the TRANSFER button on a 
backup telephone.
nYou hear dial tone as a new call appearance is selected.
nThe Split lamp goes on at the attendant console.
5. Enter the message retrieval number.
nYou hear ringback tone.
nThe display shows the number you are calling.
6. Press either the 
RELEASE button from the attendant console or the TRANSFER 
button from a backup telephone.
nThe guest is connected to the voice messaging system and can now 
enter his or her room number and password to retrieve messages. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
61 Voice Messaging Operations 
To connect a guest to the voice messaging system who call using a rotary-dial 
telephone, do the following:
1. When a guest calls to retrieve his or her messages, ask the guest for his or 
her name, room number, and his or her voice messaging password.
2. Verify that the guest name and room number are valid.
3. Ask the guest to please hold while the call is transferred to the voice 
messaging system.
4. Press the 
START button at the attendant console or the TRANSFER button on a 
backup telephone.
nYou hear dial tone as a new call appearance is selected.
nThe Split lamp goes on at the attendant console.
5. Enter the message retrieval number.
nYou hear ringback tone.
nThe display shows the number you are calling.
6. After the voice messaging system answers, enter the extension number for 
the guest.
nA message confirms that this is a “current” guest (registered through 
the PMS).
7. Enter either the guest’s password or the attendant password.
8. You can now transfer the call to the guest so he or she can retrieve 
messages. Press either the 
RELEASE button from the attendant console or the 
TRANSFER button from a backup telephone.
nThe guest is connected to the voice messaging system and can now 
retrieve messages by following the voice messaging prompts. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
62 Voice Messaging Operations 
Restoring a Deleted Voice Message
Deleted voice messages are stored until midnight of the day they were deleted, 
except for messages deleted after 11:00 p.m., which can be restored until midnight 
of the following day. For example, you can retrieve a message that a guest deleted 
at 6:00 p.m. up to midnight of that evening. 
If the INTUITY system is administered to save fax messages in the guest’s 
mailbox after delivery, a fax deleted by the guest will not be deleted from the 
system until midnight of that day. If the INTUITY system is administered to not 
save fax messages after delivery, the fax is deleted from the system immediately 
after the guest deletes the fax. The system defaults to not saving faxes.
Deleted messages are stored on a last-in first-out basis. The last message that a 
guest deleted is the first message restored. Because messages are stored this way, 
and because messages can only be restored one at a time, it is important that you 
ask the guests how many messages they have deleted since the message they want 
restored. If the message was the last one deleted, follow the procedure once. If the 
desired message was not the last message deleted, ask the guests how many 
messages have been deleted since that one and do the procedure that many times. 
It is much easier to restore 3 messages in a row and let the guests sort through 
them than it is to restore number 1, find out that it is not the right one, then restore 
number 1 over again in order to get to number 2.
To restore deleted messages, do the following:
1. When a guest calls to have a deleted message restored, ask him or her for 
the room number, the guest’s voice messaging password, and the number 
of messages the guest needs restored. Suggest to the guest that you can 
restore all of the messages and allow the guest to sort through the 
messages.
2. Verify that the guest name and room number are valid.
3. Inform the guest that you will notify him or her when the messages are 
restored. You can either place the call on hold or call the guest back.
4. Select an idle call appearance.
nYou hear dial tone.
5. Enter the message retrieval number.
nYou hear ringback tone.
nThe display shows the number you are calling.
6. After the voice messaging system answers, press the 
0 button followed by 
the guest’s room extension.
nA message confirms that this is a “current” guest (registered through 
the PMS). 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
63 Voice Messaging Operations 
7.Enter either the guest’s password or the attendant password.
nIf you hear “Last deleted message has been restored,” listen for the 
message “Ready for message retrieval.”
nIf you hear the message “This guest has no deleted messages,” call 
the guest and inform him or her that the messages could not be 
restored.
8. Repeat this procedure for the number of messages the guest needs restored.
9. When finished, call the guest and let him or her know that the messages 
have been restored.
Retrieving Messages for Checked-Out Guests
Voice messages for former guests are stored in an “old mailbox” for at least 24 
hours after the guests check out or until the next guest checks out from the same 
room, whichever comes first. At midnight, all old mailboxes that are at least 24 
hours old are purged from the system, and those messages are no longer 
retrievable.
If the INTUITY system is administered to save fax messages in the guest’s 
mailbox after delivery, a deleted fax will be stored for 24 hours. If the INTUITY 
system is administered to not save fax messages after delivery, the fax is deleted 
from the system immediately after the guest deletes the fax. The system defaults 
to not saving faxes.
If former guests call the hotel within the prescribed time period requesting their 
messages, do the following:
!SECURITY ALERT:
Only a limited number of extensions and the attendant console can be 
administered to retrieve guest messages. Attendants receiving requests for 
connection to the voice messaging system should be trained to be on alert 
for unauthorized callers who may be trying to “hack” the voice messaging 
system. Refer to BCS Product Security Handbook for additional information.
1. When a guest calls to retrieve his or her messages, ask the guest for his or 
her room number and voice messaging password.
2. Verify that the guest name and room number are valid.
3. Ask the guest to please hold while the call is transferred to the voice 
messaging system. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
64 Voice Messaging Operations 
4. Press the START button at the attendant console or the TRANSFER button on a 
backup telephone.
nYou hear a dial tone as a new call appearance is selected.
nThe Split lamp goes on at the attendant console.
5. Enter the message retrieval number.
nYou hear a ringback tone.
nThe display shows the number you are calling.
6. After the voice messaging system answers, press the 
* button followed by 
the extension number for the guest.
nA message confirms that this is a “previous” guest.
7. Enter either the guest’s password or the attendant password.
8. At this point, you can transfer the call to the guest so the guest can retrieve 
the messages. Press either the 
RELEASE button from the attendant console or 
the 
TRANSFER button from a backup telephone.
nThe guest is connected to the voice messaging system and can now 
retrieve messages by following the voice messaging prompts. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
65 Call Accounting Operations 
Call Accounting Operations
This section gives you the procedures used to perform the following Lucent 
INTUITY Lodging Call Accounting  operations:
nNight Audit
nEnd-of-Week/End-of-Month Audit
nPrinting Key Reports
nDeleting Call Records.
Refer to GuestWorks INTUITY Lodging Call Accounting User’s Guide for more 
information about these and other procedures.
NOTE:
The operations given in this section apply only to the Lucent 
INTUITY Lodging Call Accounting product. See your product 
documentation for other call accounting products.
Night Audit Procedures
The following procedures should be done nightly to produce a call accounting 
report. This report is then used to verify guest room call charges. You should try to 
do this procedure at the same time every night.
1. If this property is using Hilton Corporation (formerly Promus) equipment, 
press the 
6 button to enter the Utilities subsystem from the call accounting 
system terminal Main Menu, and continue with step 2. Otherwise, continue 
with step 6.
2. At the Utilities menu, press the 
4 button to select the Miscellaneous 
options.
3. Press the 
P button to stop call record transfer between the call accounting 
system and the PMS.
4. Press the 
Q button to exit from the Miscellaneous options.
5. Press the 
8 button to return to the Main Menu.
6. Press the 
5 button to enter the Reports subsystem.
7. Press the 
4 button to select the Audit report.
8. Press the 
1 button to run and print the current summary report.
9. While the report is running, press the 
C button to add this daily report to the 
accumulative report. Refer to ‘‘End-of-Week/End-of-Month Audit 
Procedures’’ on page 66 for more information about this report.
10. From the Main Menu, press the 
5 button to enter the Reports subsystem. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-755  Issue 1
April 2000
Hospitality Operations 
66 Call Accounting Operations 
11. Press the 7 button to display the second list of Report options.
12. Press the 
5 button to select the Chronological (CHRONO) report.
13. Press the 
3 button to select the Config option.
14. Press the 
2 button to select the Range option.
15. Press the 
I button to select the Interval option (this is the letter I, not the 
number 1).
16. Press the 
1 button to set the Interval at 1 (1 equals an interval of 24 hours).
17. Press the 
7 button to run the Chronological report.
18. If this property is using Hilton Corporation (formerly Promus) equipment, 
press the 
6 button to enter the Utilities subsystem from the Main Menu, and 
continue with step 19. Otherwise, continue with step 22.
19. At the Utilities menu, press the 
4 button to select the Miscellaneous 
options.
20. Press the 
T button to restart the call record transfer between the call 
accounting system and the PMS. You may receive a confirmation message 
(pms.pause 644 mode). If you do, press the 
Y button.
21. Press the 
Q button to exit from the Miscellaneous options.
22. Press the 
8 button to return to the Main Menu.
End-of-Week/End-of-Month Audit Procedures
Depending on the number of call records generated at your property, you should 
run an accumulative report every week or every month (or both, if necessary). 
This should be done after you have run the nightly audit reports. To run an 
accumulative report, do the following:
1. If this property is using Hilton Corporation (formerly Promus) equipment, 
press the 
6 button to enter the Utilities subsystem from the call accounting 
system terminal Main Menu and continue with step 2. Otherwise, continue 
with step 6.
2. At the Utilities menu, press the 
4 button to select the Miscellaneous 
options.
3. Press the 
P button to stop call record transfer between the call accounting 
system and the PMS.
4. Press the 
Q buttons to exit from the Miscellaneous options.
5. Press the 
8 button to return to the Main Menu.
6. Press the 
5 button to enter the Reports subsystem.
7. Press the 
4 button to select the Audit report.