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Innovation Technologies ELITE Installation Manual

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Voicemail Installation guide
1841 Bourbon Road
Cross Plains, Wisconsin
1-800-424-6757
www.innovationtw.com

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Summary of Contents for Innovation Technologies ELITE

  • Page 1 Voicemail Installation guide 1841 Bourbon Road Cross Plains, Wisconsin 1-800-424-6757 www.innovationtw.com...
  • Page 2 Other product and company names mentioned herein may be the trademarks of their respective owners. Innovation Technologies Worldwide, Inc., 1841 Bourbon Road, P.O. Box 183, Cross Plains, WI 53528. For technical support, call 608-798-3555, then press 1 at the menu prompt.

  • Page 3: Table Of Contents

    Checking your maximum mailbox number size ..............30 Defining the guest services class ....................31 Prompt administration ......................34 Using Elite’s user interface to record prompts ..............34 Creating a “Record Prompt” mailbox for prompts ............36 Translations ..........................39 Adding translations individually ..................
  • Page 4 Wake-up calls ........................102 Dialing directory ........................105 Reports ........................... 106 Guest messaging ........................107 Guest transfers ........................109 Dialing security ........................110 Staff mailbox reset ........................ 111 Announce ..........................112 Maid status entry ........................114 ELITE Installation guide Introduction...
  • Page 5 Step 10 (optional): Adding PrivateLine options to the Guest Services Menu (AGS) .. 165 Step 11: Configure PrivateLine reports ................166 Reports ..........................166 Front Desk administrative functions ................166 InnCommand ..........................167 Wake-up off-loading ........................ 171 911 notifications ........................173 Index ............................177 ELITE Installation guide Introduction...
  • Page 6 ELITE Installation guide Introduction...

  • Page 7: Introduction

    Reference material, for After installing the hardware, you configure the more detailed information software for the installation site. Elite is easy to modify for your own needs. Chapter 2 explains what you can do: •...
  • Page 8 ELITE Installation guide viii Introduction...

  • Page 9: Chapter 1 Installation

    The installation procedures consist of the topics Adding system information summarized at left. and an administrator Note: Installation of the Elite system should only be Checking voice ports performed by qualified personnel. Setting the call ID format, if necessary...

  • Page 10: Preinstallation Information

    The temperature is between 55° and 75° F, humidity non-condensing. • The UPS is connected to a 20-amp, two-outlet AC power source. • The modem line connecting to the Elite system is terminated to an RJ-11 phone jack. • Each phone jack is labeled with its extension numbers.

  • Page 11: Inspecting And Installing Hardware

    Note: You must ground yourself to the outside of the case using a static wrist strap. Failure to do so may damage Elite. Connecting the AC power cords to the computer and plugging them in will provide a path to ground.
  • Page 12 3. Connect the peripherals to the Elite voice mail system. Below are two illustrations of what the back of the system may look like, based on the port size and/or voice cards installed, depending on the integration type. Example #1 shows 2...
  • Page 13 Verify that the following components are working: • The Elite software begins to load on the monitor. The system is configured to log on automatically as an administrator. • The CPU fan on the motherboard is turning.

  • Page 14: Final Connections

    5. Next, click the Start menu and choose the Shut Down option. At the next prompt, select “Shut down” and then click the OK button. The system will automatically power off. Place the cover back on the Elite voice mail system. Replace the thumbscrews to secure the cover.
  • Page 15 D cable plug(s) labeled L1-L8, L9-L12 (or L16) and so on. 4. Power up the system. Flip the power toggle switch to the “on” position. The Elite application will start The system is ready to accept calls when you see the screen in the following illustration.

  • Page 16: Programming Elite

    Programming Elite Before you can use the Elite voice mail system, you must configure it using the GUI (graphical user interface). You can use the PS/2 mouse (preferred), the keyboard, or both to program the system. The following sections explain how.
  • Page 17 Use the window that appears to enter basic information about the system’s location, such as the address, phone and fax number, and contact information. Fill in each field and click the OK button to return to the System options screen. ELITE Installation guide Chapter 1: Installation...

  • Page 18: Adding A System Administrator

    Adding a system administrator is very important. It protects Elite against database changes from unauthorized users. To create an administrator: 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Administrators in the system tree. ELITE Installation guide...
  • Page 19 Choose Stop InnLine Voice Mail when ports are idle? or Halt InnLine Voice Mail immediately?, and then click Yes to shut down the system. 4. Double-click the Elite icon on your desktop to restart the Elite voice mail application. 5. Click the Do button again and select the Sign-on option.

  • Page 20: Checking The Voice Ports

    It’s a good idea to verify that the correct port type was assigned to each port. 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Voice Ports in the system tree.

  • Page 21: Setting The Call Id Format (In-Band Port Types Only)

    The Port Type field should display the method of integration your PBX will provide Elite. If the method is incorrect, click in the field and choose another port type from the resulting menu. Certain port types require special hardware, either internal or external to Elite.
  • Page 22 PBX. Three possible covered call formats are supported (A, B, and C). Some PBX in-band integrations, such as Avaya Mode Code, present one type of format for calls ELITE Installation guide Chapter 1: Installation...

  • Page 23: Setting The Mwi Dial-Strings (Certain Port Types Only)

    Some port types (such as Nortel Meridian Digital), have specific information already programmed in the prefix and suffix fields. If your port type already contains information in these fields, do not change or delete them. ELITE Installation guide Chapter 1: Installation...

  • Page 24: Device Interface Serial Ports

    DNIC integrations) or may be used for miscellaneous serial interfaces if this hardware is not part of the system. • COM2 is dedicated to Elite’s internal modem. There is no physical connector for this port. • COM3 is part of the Multi-COM port cable, and may be used for miscellaneous serial interfaces.
  • Page 25 To adjust communication settings, such as baud rate, parity, data bits, or stop bits, click the Do button in the Elite main screen and then select Configure System. In the next screen, click Device Interfaces in the system tree, then double-click the icon that represents the interface.

  • Page 26: Chapter 2 Mailboxes And Other Features

    Mailboxes and other features In this chapter you’ll continue to configure the Elite IN THIS CHAPTER system by setting up mailboxes and other useful features. Introduction to mailboxes You can set up mailboxes for guests, staff, the front Adding mailboxes desk, and administrators.

  • Page 27: Mailboxes: An Introduction

    Mailboxes: an introduction This section introduces you to the various mailboxes and mailbox IDs you can use with the Elite system. Guest mailbox This mailbox allows callers to leave messages for guests. When the mailbox is accessed directly, new messages will be played to the guest with a date/time stamp spoken before the message.
  • Page 28 This specialized mailbox allows up to eight users to share the same physical extension and its message lamp. Its cover prompt, MWI extension, and group members can be administered by indirectly logging into the mailbox and entering a passcode. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 29: Mailbox Ids

    OPERATOR. When this mailbox ID is used, callers are sent to the operator, as defined in the system. By default, key 0 in all nine automated attendants is referenced as “Operator.” ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 30: Adding Guest Mailboxes

    Adding mailboxes one at a time 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Guest in the system tree.
  • Page 31 Guest mailboxes in Chapter 3. 4. Press Enter or click OK to finish creating the mailbox. The guest mailbox you created is now displayed as an icon in the window (7101 in the illustration below). ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 32: Adding Multiple Mailboxes

    To copy an existing mailbox and create multiple mailboxes simultaneously: 1. Right-click on the mailbox you want to copy, and select the Range Duplicate command from the menu that appears. The following window appears. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 33: Deleting Mailboxes

    Before entering mailboxes, it’s a good idea to have a copy of the hotel’s administrative extension list. 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Staff in the system tree.
  • Page 34 (1000 in the illustration below). You can continue to add staff mailboxes one at a time. If you need to add many staff mailboxes with similar settings, use the Copy or Range Duplicate options explained in the previous section. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 35: Adding Front Desk Mailboxes

    The following steps explain how to add new front desk mailboxes. The procedure is basically the same as entering guest and staff mailboxes. 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Front Desk in the system tree.

  • Page 36: Adding Administration Mailboxes

    For example, an administration mailbox may prove useful if you have to add a staff mailbox, but you don’t have immediate access to the system. 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Administration in the system tree.
  • Page 37 Extension field. Enter a User Name and Group if necessary. 5. Press Enter or click OK to finish creating the mailbox. The administration mailbox you created is displayed as an icon in the window (8500 in the following illustration). ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 38: Checking Your Maximum Mailbox Number Size

    To check the maximum mailbox number size: 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Tenant 1 in the system tree. 2. Double-click the General icon.

  • Page 39: Defining The Guest Services Class

    To create a guest service class: 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Service Classes in the system tree.
  • Page 40 4. Press Enter or click OK to finish creating the guest service class. 5. Click Guest in the system tree and then double-click on a guest mailbox to change its service class. The Guest Mailbox window appears. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 41 Note: If you use the Range Duplicate command with this mailbox, the duplicated mailboxes will be assigned to the same service class. For details on duplicating mailboxes, see Adding multiple mailboxes earlier in this chapter. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 42: Prompt Administration

    (as illustrated at left). In the following example, you will learn how to re-record the GWAKEUP prompt. 1. Click the Do button in the Elite main screen and then select Configure System. In the next screen, click Service Classes in the system tree.
  • Page 43 Voice port number or change it by clicking the up and down arrows. 6. Answer the phone and say “Hello” (voice activated). If entering a telephone number, you must add “9,” before the number. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 44: Creating A "Record Prompt" Mailbox For Prompts

    The first step is to create a Record Prompt mailbox. 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Other in the system tree.
  • Page 45 3. Select the Record Prompt option in the list and then press Enter or click OK. 4. Enter the mailbox ID in the next window and click OK. The following window appears. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 46 Click on the field action button for the Prompt to Re-record field, and enter the script for the recording. If renaming the prompt, make sure to reference it in the appropriate guest service class. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 47: Translations

    Adding translations individually 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Port Types in the system tree. 2. Double-click the icon of the Port Type you’re using.

  • Page 48: Adding Multiple Translations

    2. Right-click on the white space of the Translations tab and select the New Translation Range command, as shown in the previous illustration. 3. Enter the beginning and ending extensions of the range you want to translate. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 49: Deleting Translations

    Press the Delete key, then press Enter or click Yes to confirm the deletion. Guest services menus Elite’s Guest Services menu feature provides an easily customizable menu for services to guests. Configuring a guest service menu consists of selecting ELITE Installation guide...
  • Page 50 For an explanation of each guest service, see Guest services menus in Chapter 3. 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Guest Services Menus in the system tree.
  • Page 51 It’s advisable to program “Return to Voice Mail” as the final option in the menu, which allows the guest to go back to the message review portion of the mailbox. The following illustration shows a slightly more complex Guest Services setup: ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 52 Open and Closed prompts. The Open prompt could be recorded to simply say “Please hold while we connect your call.” The Closed prompt could state the times that the establishment is open. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 53: Automated Attendants

    To access the Automated Attendant window: 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Automated Attendants in the system tree.

  • Page 54: Automated Attendant Example

    For directions to the Grand Plaza Hotel, press 1. For reservations, press 2. For sales, press 3. To speak with an operator, press 0 or stay on the line. You will need to record these prompts if they haven’t been pre-loaded by Innovation. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 55 6. Change AAMENUD to AA1MENUD in the Menu Prompt field of the Automated Attendant window. 7. Click the field action button next to AA1MENUD, then enter the rest of your script and record it in the next window. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 56 Key Mailbox’s function at first glance. To create the Directions mailbox: 1. Click OK to close the Automated Attendant window, then click Other in the system tree and double-click the New Mailbox icon. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 57 4. Enter a file name (e.g., AA1SUB1D) in the Menu Prompt field and then click the button next to the field. 5. In the Script field of the next window, enter a script like the one shown in the following illustration. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 58 Enter AIRPORT in the Key 1 Mailbox field and DOWNTOWN in the Key 2 Mailbox field. • Enter DIRECTIONS in the Key * Mailbox field. This is how you can repeat the Menu prompt to the caller. ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 59 This will return the caller to the default auto attendant after listening to the contents of this mailbox. Click OK when you finish to close the Play Prompt Mailbox window. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 60: Innconnect

    This mailbox is referenced in the Key 3 Mailbox field of the Attendant 1 screen. InnConnect InnConnect is a call forwarding or “routing” feature for Elite. Guests can configure their mailboxes to give callers the option of “connecting” to their cellular telephone after the caller hears the guest’s unavailable greeting.

  • Page 61: Step 1: Review And Adjust The Call Forward Settings For Guests And Staff

    InnLine message system” or “This is a call forwarding from the hotel message system”). Call Screening? Check this box to enable screening on Checked calls forwarded to a guest or staff member. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 62: Step 2: Add A Guest Service Menu Option For Innconnect

    #1 prompt. It is useful for charge notices. Leave the field blank to play no prompt. The default prompt is GCBUY (“Please note that your room will be charged for use of this feature.”). ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 63: Step 3 (Optional): Make Innconnect Part Of The Guest Tutorial

    1. Click the Menu tab and check the box next to Allow Call Forwards. This enables the feature and allows the user to make configuration changes. Check to enable InnConnect call forwarding for the staff mailbox. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 64: Step 5: Configure Ports To Perform Outdial Function For This Feature

    On an 8-port system (which is the minimum port size for this feature), we recommend that you configure port 7 for call forwarding outdial functions. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 65: Step 6: Add And Configure The Smdr Filter Interface

    2. Enter the extension number connected to that port in the Port Extension field. Elite needs to know what extension number will be performing this outdial function, so it know how to process the SMDR/CDR record that the PBX will generate after the call is completed.

  • Page 66: Reports

    Reports Elite’s reports can be generated on demand from a front desk mailbox or via the software’s user interface. In addition, reports can also be generated automatically at the same time each day. They are typically sent to a fax machine, although the system can be configured to send them to a printer or e-mail them.

  • Page 67: Programming The Fax Number For Reports

    Programming the fax number for reports 1. Click the Do button of the Elite main screen and then select Configure System. In the next screen, click Tenant 1 in the system tree.

  • Page 68: Programming Reports To Generate Automatically

    If you want to delete a scheduled report, select it in the Report Settings window and then click the Clear button. Report examples You can print the following reports with the Elite voice messaging system: • Active Guest report •...

  • Page 69: Active Guest Report

    Guest Name ========== ==================== 7101 GRAY, KENT 7102 HUFFMAN, JOHN 7103 CONRAD, TED 7105 CLOSE, MARGARET 7106 FRANK, BOB 7107 CARRUTH, PAUL MR. 7108 CASTRO, JOAN There are 6 active guests. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 70: Wake-Up Call Report

    * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * If configured under the “Failure Notification” tab for Wake-up Call Settings. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 71: Guest Mailbox Report

    Checked Out 7105 Checked In CLOSE, MARGARET 05/18 09:00 7106 Checked In FRANK, BOB 05/19 05:30 05/19 07:30 7107 Checked In CARRUTH, PAUL MR. 04/08 07:00 7108 Checked In CASTRO, JOAN ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 72: Mailbox Activity Report

    05/18 14:00 Access of STAFF mailbox successful (no passcode entry) 05/18 14:00 Message 10442 picked up 05/18 14:00 Message 10442 deleted 05/18 14:14 Access of STAFF mailbox successful (no passcode entry) 05/18 14:34 Access of STAFF mailbox successful ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 73: Maid Status Report

    Status When Set ========== ======= ============== 7100 05/18 15:33:05 7101 05/18 16:01:01 Maid Status reporting is only available if the PMS supports this function. Refer to page 107 for more information. ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 74: Staff Mailbox Report

    Y Y 04/08 10:30 Y Y 04/08 10:21 Y N 04/08 10:29 CARRUTH, PAUL 2277884 Y Y 04/08 17:29 * Indicates that mailbox has not yet been configured for a new user ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 75: Port Usage Report

    I N - B O U N D A L L - B U S Y I N C I D E N T S Average Total Today Total W-T-D Total M-T-D Duration =========== =========== =========== ======== seconds ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 76 6PM|## 9PM| +----------------+----------------+----------------+----------------+ 12AM| 05/13 3AM| 6AM| |######## |################## 9AM|##################################### |############################## |################################################# | 12PM|######################## |#################################################################### |############################################# 3PM|######################################### |########################################### |########## 6PM|########## |### 9PM|## +----------------+----------------+----------------+----------------+ 12AM| 05/14 3AM| 6AM| |########## |########################################### 9AM|######################################## |####################### ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 77 |################################## |############## 6PM|#### 9PM| +----------------+----------------+----------------+----------------+ 12AM| 05/15 3AM| 6AM| 9AM| 12PM|### |#### |#### 3PM| 6PM| 9PM| |#### +----------------+----------------+----------------+----------------+ 12AM| 05/16 3AM| 6AM| 9AM| 12PM| |####### 3PM|##### |### |### 6PM|### |### 9PM|### ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 78 3AM| 6AM|### |###################### 9AM|########################## |################################################ |########################################## 12PM|###################### |#################################################### |################################## 3PM|########################## |#################### |################| 6PM|##### 9PM|# +----------------+----------------+----------------+----------------+ 12AM| 05/18 3AM| 6AM| |############# |#################################### 9AM|######################################################## |#################################################### |############################## 12PM|############################## |############################################################ |############################## 3PM|##################################################### 6PM| 9PM| +----------------+----------------+----------------+----------------+ ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 79: System Activity Report

    05/19 09:39:09 Voice message 10004 saved in 102 05/19 09:39:20 Voice message 10004 picked up by 102 05/19 09:39:24 Voice message 10004 deleted from 102 05/19 09:39:28 Voice message 10004 picked up by 102 ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 80: Call Identification Report

    05/19 07:18:00 COVER NO ANSWER 1303 2903 05/19 07:18:51 DIRECT 1303 05/19 07:19:05 COVER NO ANSWER 317 2903 05/19 07:19:09 COVER NO ANSWER 2903 1307 05/19 07:19:46 COVER NO ANSWER 6514296538 337 ELITE Installation guide Chapter 2: Mailboxes & other features...
  • Page 81 05/19 08:50:37 COVER NO ANSWER 317 2704 05/19 08:51:11 COVER NO ANSWER 317 2710 05/19 08:54:15 DIRECT Call Summary ----------------------- Direct.... Cover No Answer... Cover Busy..Cover All..Cover Internal..Cover External..Trunk..... Function..Other..... ----- ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 82: Dapi Message Report

    05/19 01:10:45 NORPMS < 'YMSGCOUNT 7301 05/19 01:10:48 NORPMS > 'pCHECKIN RESYNC 7302 BEARDEN,DENNIS/MR 05/19 01:10:49 NORPMS < 'YMSGCOUNT 7302 05/19 01:10:52 NORPMS > 'pCHECKIN RESYNC 7304 SASSER,RICHARD 05/19 01:10:53 NORPMS < 'YMSGCOUNT 7304 ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 83: Staff Email Address Report

    * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Mailbox Form enabled Email address Address enabled ========== ============ ============================== =============== jkaroth@brilliant.com hommeones@yahoo.com pbrown@brilliant.com pbrown@gmail.com dfrank@brilliant.com 4142348765@email.uscc.net ELITE Installation guide Chapter 2: Mailboxes & other features...

  • Page 84: Did You Remember To

    Did you remember to? The following checklist summarizes the important procedures described in Chapters 1 and 2. Use the checklist to make sure you have installed the Elite system properly. If you have questions about any part of the installation, call Innovation at the number shown on the back of this guide.

  • Page 85: Chapter 3 Reference

    System prompts, fax alerts, To edit system options, click the Do button of the Elite SNMP, system alert log & main screen and then select Configure System. In the COM port assignments...

  • Page 86: System Housekeeping

    Use this option to set a regular time for system maintenance and determine when messages are deleted from the system. To edit the system housekeeping options, click the Do button of the Elite main screen and then select Configure System. In the next screen, double-click the System Housekeeping icon.

  • Page 87: System Backup

    System backup Use this option to edit the system backup options. To begin, click the Do button of the Elite main screen and then select Configure System. In the next screen, double-click the System Backup icon. The following window appears.

  • Page 88: System Languages

    This option allows you to activate other languages (HASP protected) in the voicemail system. To edit the system language options, click the Do button of the Elite main screen and then select Configure System. In the next screen, double-click the System Languages icon.

  • Page 89: System Atomic Clock

    This option allows Elite to call the Naval Observatory Atomic Clock and synchronize its time with the atomic clock’s official time. To edit the system atomic clock options, click the Do button of the Elite main screen and then select Configure System. In the next screen, double-click the Atomic Clock icon.

  • Page 90: System Service Log

    Use this window to keep track of any programming changes that have been made to the system. To edit the service log, click the Do button of the Elite main screen, select Configure System, and then double-click the Service Log icon.

  • Page 91: Snmp Alerts

    Teltronics Site Event Buffer (SEB). This site event buffer, in turn, makes the SNMP notification. To use the feature, click the Do button of the Elite main screen, select Configure System, and then double-click the SNMP Alerts icon.
  • Page 92 For example, if you have two out-bound ports, one could be dedicated for MWI events and one to issue wake-up calls. The last port defaults to Out-bound only. ELITE Installation guide Chapter 3: Reference...
  • Page 93 Speed Dial Menu under Guest Service speed-dial AGS menu mailbox menus. It is used only if the PBX does not key 1-8. provide calling party information on a forwarded call to voice mail. ELITE Installation guide Chapter 3: Reference...

  • Page 94: Voice Port Types

    Voice port types To edit the system’s voice port types, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Port Types in the system tree. The screen shows supported PBX integration modes. Each port type is represented by a “modular plug”...
  • Page 95 ID information that is used for a seconds new call. Post-off-hook This setting specifies the wait period after a 0ms to 500ms Pause call “goes off-hook” but before it is processed. 9999ms ELITE Installation guide Chapter 3: Reference...
  • Page 96 The dial-string prefix to be used for calls valid dial Prefix internal to the PBX. strings Local Call Some voice mail operations require Elite to valid dial L 9, Prefix dial outside the hotel. This setting specifies strings the dial-string prefix for local calls.

  • Page 97: Device Interfaces

    Chapter 1 for more details. Follow the steps below to add serial interfaces or edit existing interfaces. To begin, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Device Interfaces in the system tree. To add a new serial interface, double-click the New Interface icon, as shown at left.
  • Page 98 None, Even, Data bits Specify the data bits used by the serial (COM) port. 7 or 8 bits Stop bits Specify the stop bits used by the serial (COM) port. 1 or 2 bits ELITE Installation guide Chapter 3: Reference...

  • Page 99: Associated Tenant

    Examples tab Click this tab to view any message format examples about the device interface. Administrators For information on adding an administrator to the Elite system, see Adding a system administrator in Chapter 1. ELITE Installation guide Chapter 3: Reference...

  • Page 100: Tenants

    Tenants If necessary, you can edit information about tenants. To begin, click the Do button in the Elite main screen and then select Configure System. In the next screen, click Tenants in the system tree. The screen shows all assigned tenants.

  • Page 101: General Tenant Information

    To edit general information about a tenant, such as transfer and unavailable prompts, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).
  • Page 102 OPER schedule is defined, callers dialing zero are transferred to the mailbox shown in the Day Operator field. The default value, NIGHTOPER, is configured as an extension mailbox with blind transfers to zero. ELITE Installation guide Chapter 3: Reference...
  • Page 103 GUNANAM1, means “The guest you are trying to reach….” Guest The message to use after speaking the guest's GUNA- Post-name recorded name. The default value, NAM2 Prompt GUNANAM2, means “…is not available right now.” ELITE Installation guide Chapter 3: Reference...
  • Page 104 This option prompts and allows guests to dial Checked Transfer zero (for personal assistance) from their Guest Room mailbox. If the box is not checked, this prompt is turned off and the function is disabled. ELITE Installation guide Chapter 3: Reference...
  • Page 105 If the box is not checked, no recording instructions will be played to the forwarded caller. Recording instructions will always be played if the forwarded caller is presented with a staff default unavailable greeting. ELITE Installation guide Chapter 3: Reference...
  • Page 106 Speak user directory will be offered, after the guest's Directory unavailable greeting is played. If the box is not checked, access to the user directory and the prompt are disabled. ELITE Installation guide Chapter 3: Reference...
  • Page 107 Code information already exists (PMS sent the check-in message with the guest’s name to Elite). If the box is not checked, the system will only ask for the directory code if one does not exist. Hang up on...

  • Page 108: Staff Tutorial

    To enable additional staff tutorial options, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).

  • Page 109: Property Management

    Property management To edit tenant property management settings, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1). Next, double- click the Property Management icon, as shown at left.

  • Page 110: Wake-Up Calls

    460. Wake-up calls To revise wake-up call settings for guests, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1). Next, double-click the Wake-up Calls icon, as shown at left.
  • Page 111 First Call This setting controls how many minutes in -10 to 10 -5 minutes Time advance Elite will issue a wake-up call minutes Adjustment before its scheduled time. Type the number of minutes or click the + and — buttons.
  • Page 112 Report Options tab Parameter Description Range Default Sort by This setting controls how wake-up Mailbox Wake-up information is displayed on the report. or Wake- Time up Time ELITE Installation guide Chapter 3: Reference...

  • Page 113: Dialing Directory

    Dialing directory To edit dialing directory settings, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).

  • Page 114: Reports

    You can print several reports using the Elite voice mail system. For more information, see Reports in Chapter 2. To edit report settings, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).

  • Page 115: Guest Messaging

    Guest messaging To edit guest message settings, click the Do button of the Elite main screen and select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).
  • Page 116 Message Time the check-out message is delivered. Note AM or PM that this function is based on the PMS providing InnLine with check-out date information. PMS company must write to the Innovation Hospitality Interface specification ELITE Installation guide Chapter 3: Reference...

  • Page 117: Guest Transfers

    Guest transfers To edit guest transfer settings, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1). Next, double-click the Guest Transfers icon, as shown at left.

  • Page 118: Dialing Security

    “Repeated failure” mailbox. Dialing security For events that cause the Elite system to dial telephone numbers (such as pager and call notification), you can specify area codes to which calls are restricted and specify area codes that are considered local calls. To add these area codes, click the Do button of the InnLine 2020 main screen and then select Configure System.

  • Page 119: Staff Mailbox Reset

    This option allows you to customize how staff mailbox resets are handled. To use this option, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).

  • Page 120: Announce

    Announcements can also be programmed for individual staff mailboxes. To use this option, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant 1).
  • Page 121 Staff Mailbox. After you program the individual staff log-in, click the Set button. < Less After you program the individual staff log-in, click the < Less button to hide the individual options. ELITE Installation guide Chapter 3: Reference...

  • Page 122: Maid Status Entry

    Property Management System (PMS). To use the feature, click the Do button of the Elite main screen and then select Configure System. In the next screen, click the name of the tenant you want to edit in the system tree (for example, Tenant Next, double-click the Maid Status Entry icon, as shown at left.

  • Page 123: Automated Attendants

    If you want, you can set up automated attendants. This feature is described in detail in Chapter 2. To edit automated attendant settings, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Automated Attendants in the system tree. Next, double-click one of the Attendant icons, as shown below.
  • Page 124 Use the next window to record the message. For details, see the Automated attendant example section in Chapter 2. If you want, you can repeat these steps to record a special Night Greeting prompt. ELITE Installation guide Chapter 3: Reference...
  • Page 125 (”That entry was not valid”). Invalid This prompt is played to the caller if an invalid Valid AAINVBOX Mailbox (unassigned) mailbox number is entered. recordings Prompt By default, the message is AAINVBOX (“That entry was not valid”). ELITE Installation guide Chapter 3: Reference...

  • Page 126: Guest Services Menus

    If you want to set up guest services menus, see Chapter 2. To edit settings for guest services menus, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Guest Services Menus in the system tree.
  • Page 127 Set Directory This feature allows guests to add or remove themselves from the Inclusion guest directory. ELITE Installation guide Chapter 3: Reference...

  • Page 128: Guest Tutorials

    Like staff members, guests can take voice tutorials to help them set up their mailboxes. To edit guest tutorial settings, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Guest Tutorials in the system tree.
  • Page 129 If you check this box, the message waiting lamp will turn Not checked Waiting Indicator on at check-in for this tutorial. Personal Phone This feature is for Elite installations using PrivateLine. Not checked Numbers See PrivateLine in Chapter 4 for PrivateLine feature descriptions.
  • Page 130 If you check this box, guests will be offered a chance to Not checked Inclusion remove or keep themselves in the guest directory. Phone Number This feature is for Elite installations using PrivateLine. GPNINTRO Activation See PrivateLine in Chapter 4 for PrivateLine feature & GPNBUY Prompts descriptions.

  • Page 131: Distribution Lists

    To develop and edit system distribution lists, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Distribution Lists in the system tree. Next, double-click one of the System List icons, as shown at left.

  • Page 132: Notifications - Special Message Notification

    3. The call list has been processed in full, and no one has confirmed notification or picked up the message. To create a special message notification list, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Special Message Notifications in the system tree.
  • Page 133 Phone / Pager If call notification is used, this is the extension or Number telephone number that the system will call. If pager notification is used, this is the number of the pager service. ELITE Installation guide Chapter 3: Reference...
  • Page 134 Click Add when you finish. Note that Dated periods you specify override conflicting Day-of- Week periods you enter. ELITE Installation guide Chapter 3: Reference...

  • Page 135: Special Message Notification Programming Example

    NOTE: If the Special Message Notification list is currently being processed, accessing that list’s form and clicking OK will reset the list and stop notification. Clicking Cancel will allow the list to be processed in full. ELITE Installation guide Chapter 3: Reference...

  • Page 136: Special Message Notification Report

    Notification for 400 call notification attempt 3 of 3 to 2134567 - NO ANSWER 11:26:40 Notification for 400 pager notification attempt 1 of 2 to 18883459876 11:32:01 Notification for 400 pager notification attempt 2 of 2 to 18883459876 11:32:02 Notification for 400 end of list reached ELITE Installation guide Chapter 3: Reference...

  • Page 137: Mailboxes

    Enter the extension number you want to test, then select the indicator state (on or off). Note that if the PBX integration requires Elite to dial MWI feature access codes, you must have them programmed accurately in the system’s “port type”...

  • Page 138: Guest Mailboxes

    Use this feature to create, edit, and view guest mailboxes. To reach this area, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Guest under Mailboxes in the system tree.
  • Page 139 The guest quality-of-service identifier (used only if PMS sends this information to Elite). Print Fax to This feature is for Elite installations with the InnCommand Fax Server. See InnCommand in Chapter 4 for all related Elite features concerning InnCommand. Offer Tutorial If you check this box, a mailbox tutorial will be offered to the guest, but only if it is enabled in the guest’s service class.
  • Page 140 Greeting The recorded greeting of the guest associated with this mailbox. Recording A number from 30000 to 39999 represents a recorded greeting. ELITE Installation guide Chapter 3: Reference...

  • Page 141: Service Classes For Guest Mailboxes

    For step-by-step instructions on using this option, see Adding guest services classes in Chapter 2. To use the Service Classes feature, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Service Classes under Guest in the system tree.
  • Page 142 The greeting message played to guests before Check to use Checked Greeting message review. The default selection is GGRT the prompt at (“This is the message center”). right; uncheck to not play a prompt. ELITE Installation guide Chapter 3: Reference...
  • Page 143 This option Not checked checked Room becomes active once a passcode is chosen during the guest tutorial, via the Guest Services menu, or is preset from PMS information. ELITE Installation guide Chapter 3: Reference...
  • Page 144 Call was missed. Notification Fax Messages tab The features shown in this tab are for Elite installations with the InnCommand Fax Server. See InnCommand in Chapter 4 for all related Elite features concerning InnCommand. Automatic Messages tab Check In The message received by the guest at check-in. It...

  • Page 145: Guest Holding Mailboxes

    Phone Numbers tab The features shown here are for Elite installations using PrivateLine. See PrivateLine in Chapter 4 for PrivateLine feature descriptions. Guest holding mailboxes Use this feature to view mailboxes of previous guests who had new or saved messages at check-out time. To reach this area, click the Do button of the Elite main screen and then select Configure System.
  • Page 146 The department to which this mailbox belongs. This field is for informational purposes only. Name The name recording associated with this mailbox. A number Recording ranging from 20000 to 29999 represents a name recording. Parameter Description ELITE Installation guide Chapter 3: Reference...
  • Page 147 By default, the setting is Newest 1 Print Fax to This feature is for Elite installations with the InnCommand Fax Server. See InnCommand in Chapter 4 for all related Elite features concerning InnCommand. Messages: New, These fields show the current number of new messages, saved Saved, and messages, and archived messages, respectively.
  • Page 148 By default the field is not checked. Fax Printing This feature is for Elite installations with the InnCommand Fax Server. See InnCommand in Chapter 4 for all related Elite features concerning InnCommand. Fax Print OK This feature is for Elite installations with the InnCommand Fax Notification Server.
  • Page 149 Answer after controls the number of seconds after the first ring the system will XX seconds supervise the transfer. You can specify a time between 12 to 99 seconds. By default, 20 seconds is selected. ELITE Installation guide Chapter 3: Reference...
  • Page 150 You can define keys 2 through 8 in the tab. You can use any valid mailbox, mailbox ID, or telephone number. Click to set a notification schedule. ELITE Installation guide Chapter 3: Reference...
  • Page 151 If you check this box, message review is Review available when answering the notification for checked this schedule. Allow Long If you check this box, long-distance message Distance notification is enabled for this schedule. checked (Call) ELITE Installation guide Chapter 3: Reference...
  • Page 152 Distribution lists section earlier in this chapter. Email tab Elite has the ability to forward a new voice message to single or multiple email addresses. This area allows you to enable the feature, and add email addresses that will receive the forwarded message.
  • Page 153 “Enabled” box at the top of the form. Below is an example of multiple email entries: Notice how the third entry has been disabled. To re-enable it, simply check the box. ELITE Installation guide Chapter 3: Reference...

  • Page 154: Configuring Outlook Express For Email Forwarding

    Launch Outlook Express. Click on Tools>Accounts. Click the Add button, and select Mail. The Internet Connection Wizard will be launched. In the first window, it will ask for the Display Name. Enter the name Elite Voicemail then click Next. The next screen will want to know what the email address of the voicemail system is.

  • Page 155: Front Desk Mailboxes

    This area allows you to create, edit, and view Front Desk mailboxes. To reach this option, click the Do button in the Elite main screen and then select Configure System. In the next screen, click Front Desk under Mailboxes in the system tree.
  • Page 156 9876. Staff Mailbox Reset Select Enabled or Disabled. If enabled, this front- Disabled desk mailbox can reset a staff mailbox for a new user. ELITE Installation guide Chapter 3: Reference...

  • Page 157: Administration Mailboxes

    User Name The mailbox user’s last name. This field is for informational purposes only. Group The group to which this mailbox belongs. This field is for informational purposes only. Language The mailbox owner’s preferred language. ELITE Installation guide Chapter 3: Reference...

  • Page 158: Other Mailboxes

    IDs based on the time of day or a specified date. To reach the Other mailboxes option, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Other under Mailboxes in the system tree.

  • Page 159: Question & Answer Mailbox

    To reach the Question & Answer mailbox option, click the Do button of the Elite main screen and then select Configure System. In the next screen, click Other under Mailboxes in the system tree.
  • Page 160 To start over again, press three. Or to cancel entirely, press star”. EXAMPLE Here is an example interaction between Elite and a caller that has reached a Q&A mailbox that is being used to collect technical support incident information: Intro Thank you for calling Innovation’s after hours...
  • Page 161 An example message might sound something like this: “Customer Support has received a call for Hotel Claritin Downtown Chicago, by David Smith, GM, Hotel Claritin, at telephone number 312- 555-1212. The incident message left was: The system is currently down.” ELITE Installation guide Chapter 3: Reference...
  • Page 162 If a caller hang up or immediate system shutdown is detected during the Question/Response Collection step, a partial Result Voice Message is generated and delivered using whatever questions were answered so far. • A caller may exit (cancel) at anytime by pressing the star key. ELITE Installation guide Chapter 3: Reference...

  • Page 163: Chapter 4 Add-On Features

    * InnCommand Fax Server runs on a separate PC, and is connected to Elite via a network connection. InnCommand is no longer part of Innovations product offering. The technical information is still part of this guide, primarily for legacy support.

  • Page 164: Privateline

    1. If necessary, click the Mode/External Device drop-down box and choose the PBX you will use with PrivateLine. If you purchased PrivateLine with your original order of Elite, this option has already been configured by Innovation. If you purchased this add-on feature later, you received a new HASP to install on the LPT port, with the PrivateLine option enabled.
  • Page 165 The options in the PrivateLine Settings window are explained in more detail in the following table. Parameter Description Range Default Mode/External The PBX to which Elite will Supported None Device communicate DID assignments. The PBXs or term “Universal” reflects any PBX with...

  • Page 166: Step 2: Add A Did Phone Number For A Guest

    ID Number”, enter the DNIS digits sent by the DID provider. Or, if this is an Avaya PBX, enter the Xport station that is associated with the DID phone number. Leave the “Assign to:” field (Any Extension) as is. 4. After entering the number, click Finish. ELITE Installation guide Chapter 4: Add-on features...

  • Page 167: Step 3: Test The Did Phone Number Routing

    ID numeric offset field to a value other than 0, suppose that the DID phone number 608-798-5102 yields DNIS digits of 102. Then the value for the ID numeric offset would be –5000 (negative 5000). ELITE Installation guide Chapter 4: Add-on features...

  • Page 168: Step 5: Add Did Phone Numbers That Staff Members Will Use

    Use the Add button to add a single number or range of DID phone numbers. • Use the Delete button to remove DID phone numbers from Elite’s database. • Use the Route/Unroute button to manually route a DID phone number to an extension, or to return the DID phone number to the Out-of-service station.

  • Page 169: Step 6: Adjust The Guest Service Class

    Parameter Description Default Automatically assign Controls automatic assignment of DID phone Checked phone numbers at numbers. When InnLine receives a check-in, check-in phone number(s) will be automatically assigned when checked. ELITE Installation guide Chapter 4: Add-on features...

  • Page 170: Step 7: Adjust The Phone # Card Printing Information

    Voice and one for Data), check the box next to Print Phone Number 2. Edit the text in the bottom box, entering the hotel’s main telephone and fax number. For example, if you configure the Guest DID Print Settings window to look like the window shown below: ELITE Installation guide Chapter 4: Add-on features...
  • Page 171 The printed DID card will look like the card shown below. ELITE Installation guide Chapter 4: Add-on features...

  • Page 172: Step 8: Connect The Did Card Printer

    The DID card printer software is preloaded and is set to automatically run. Another program, called the Telephone Number Card Print Server, will be minimized on the task bar of the Elite system. This program includes the DID card printer as part of its printing configuration.

  • Page 173: Step 10 (Optional): Adding Privateline Options To The Guest Services Menu (Ags)

    (Configure Phone Numbers). Use this feature in a Guest Services Menu if the property wants to offer DID phone numbers for a fee. For an explanation of how to add guest services to a menu, see Guest services menus in Chapter 2. ELITE Installation guide Chapter 4: Add-on features...

  • Page 174: Step 11: Configure Privateline Reports

    Front Desk administrative functions Refer to the Front Desk reference guide for instructions on how to print additional Phone # Cards or change a guest’s phone number after check-in. ELITE Installation guide Chapter 4: Add-on features...

  • Page 175: Inncommand

    The following steps will assist you in programming InnCommand- related items for Elite. 1. Decide which method you will use to connect InnCommand and Elite. For more information, see pages 7 through 10 of the InnCommand Installation and Administrative Guide.
  • Page 176 If the field is left blank, faxes are printed at the default InnCommand printer. Otherwise, you can enter a phone number of a fax machine or an InnCommand printer ID. ELITE Installation guide Chapter 4: Add-on features...
  • Page 177 Check this box to enable notification of Not checked Notification successfully sent faxes. Enable Long Checking this box gives guests the ability to Not checked Distance Sends send faxes to long-distance telephone numbers. ELITE Installation guide Chapter 4: Add-on features...
  • Page 178 Checking this box gives the staff user the Not checked Distance ability to send faxes to long distance telephone numbers. Fax Send OK Check this box to enable notification of Not checked Notification successfully sent faxes. ELITE Installation guide Chapter 4: Add-on features...

  • Page 179: Wake-Up Off-Loading

    Wake-up off-loading If this feature is enabled on the HASP, guest wake-ups set through Elite voice mail will be sent, or “off-loaded,” to the PBX to perform. If the wake-up call cannot be off-loaded to the PBX, Elite will take responsibility for delivering the wake-up call.
  • Page 180 Clear Wake-up Code Prefix has been sent. Enter a comma in this field for a 2-second pause; add more commas if needed. ELITE Installation guide Chapter 4: Add-on features...

  • Page 181: 911 Notifications

    Hitachi HCX using the FOA port interface • Mitel PBXs using a MiTAI interface When a 911 call is placed from a PBX extension, Elite is notified through one of the two interfaces mentioned above. The feature can be configured to: •...
  • Page 182 Message String for the pager. If you use this feature, the system will continue to page you until a member of the Call List confirms receipt of the 911 notification, or the number of Paging Attempts has ended. ELITE Installation guide Chapter 4: Add-on features...
  • Page 183 To acknowledge receipt of this message, press one. To repeat, press two.” Print Check to print a notification if still unconfirmed notification after the call list is completed. Checked on report printer/fax ELITE Installation guide Chapter 4: Add-on features...
  • Page 184 ELITE Installation guide Chapter 4: Add-on features...

  • Page 185: Index

    Guest messaging, 106 Guest services classes, 31, 130 Guest services menus, 41, 116 Guest transfers, 107 Guest tutorials, 118 Daily backup, 78 DAPI Message report, 74 Data bits, 89 Day menu, 114 HANGUP Mailbox ID, 21 ELITE Installation guide Index...
  • Page 186 20, 36, 144 Prompts, system, 81 reference, 19, 144 Property management settings, 100 refreshing all MWIs, 127 refreshing guest data, 127 resetting guest mailboxes, 127 select language, 144 Question & Answer Mailbox 22, 145 ELITE Installation guide Index...
  • Page 187 Voice ports, 12, 82 Staff tutorial, 99 Stop bits, 89 System atomic clock options, 80 Wake-up Call report, 62 backup, 78 Wake-up calls, 101 housekeeping, 77 Wake-up off-loading, 165 prompts, 81 Writing scripts, 46, 47 restore option, 79 ELITE Installation guide Index...
  • Page 188 ELITE Installation guide Index...

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