Page 1: Feature Descriptions
GuestWorks™ server Issue 3.0 Feature Descriptions 555-231-207 Comcode 107998403 Issue 1 April 1997...
Page 2 The World Wide Web home page for Lucent Technologies is the interference at his own expense.
Page 3: Table Of Contents
Contents About This Document Introduction Reasons for Reissue Conventions Related Documents Feature Descriptions General Information ASCII Data Over the Server-to-PMS Link Attendant Backup Attendant Crisis Alert Attendant Split Swap Authorization Codes Automatic Route Selection Automatic Wakeup Busy Verification Call Accounting Call Coverage Call Park Check-In/Check-Out...
Page 4 Contents Dial by Name Direct Access Calling Display Client on Redirection Display Room Information on Call Display Do Not Disturb Emergency Access to the Attendant Maid Status/Housekeeping Status Message Waiting Notification Mixed Extension Numbering Names Registration Prefixed Extension Numbering Property Management System (PMS) Interface Recorded Announcements Room Change/Swap...
Page 5 Contents Hardware Descriptions GuestWorks server TN2214 — Digital Line (24-Port) TN2215 — Analog Line (16-Port) TN791 — Guest Line (16-Port) TN796B — Processor Attendant Console Voice Terminals Recorded Announcement Equipment Administration Terminal Printers Property Management System Voice Messaging and Call Accounting System Reports Administration Reports Printer Reports...
Page 6 Contents Issue 1 April 1997...
Page 7: Issue
About This Document Introduction This document contains the following information about the GuestWorks™ server : A general description of hospitality services Feature descriptions (including user operation, administration, and required hardware) for the following features: — ASCII Data Over the Server-to-Property Management System (PMS) Link —...
Page 8 Introduction — Controlled Restrictions — Dial by Name — Direct Access Calling — Display Client on Redirection — Display Room Information on Call Display — Do Not Disturb — Emergency Access to the Attendant — Maid Status/Housekeeping Status — Message Waiting Notification —...
Page 9: Reasons For Reissue
About This Document Reasons for Reissue This document replaces the GuestWorks™ server Feature Description , (555-231-204, Issue 2) that was used on Issue 2.0 and earlier systems. This document is reissued for the following reasons: To update all information related to Issue 3.0 of the GuestWorks server . ®...
Page 10 Buttons you press on the console or backup voice terminal are shown as follows: Release The buttons shown in this document use label designations provided by Lucent Technologies. Since the button labels can be customized for each site, some button labeling may have different designations. Serial Some button labels, such as , span two lines.
Page 11 About This Document You will hear the following tones during normal operation: — Dial tone — a steady tone you hear when you select an idle call appearance. — Ringback tone — the normal ringing tone you hear after you dial a guest room or outside number.
Page 12: Related Documents
Related Documents Related Documents 555-025-600 — BCS Products Security Handbook ® 555-230-204 — DEFINITY Feature Description ® 555-230-027 — DEFINITY Business Communications System and GuestWorks™ server Issue 3.0 Overview 555-231-105 — GuestWor ks™ s erver Issue 3.0 Technician’s Handbook 555-231-205 — GuestWor ks™ s erver INTUITY™ Lodging Call Accounting User’s Guide ®...
Page 13: Feature Descriptions
Feature Descriptions General Information The GuestWorks server supports an impressive number of hospitality features. For a complete list of the non-hospitality features available on the GuestWorks server , see the DEFINITY Business Communications and GuestWorks server Issue 3.0 Overview, (555-230-027). For a detailed description of the features, see DEFINITY Feature Description , (555-230-204).
Page 14 General Information Connectivity to a Lucent Technologies INTUITY Lodging Call Accounting system or to your call accounting system Automated display at the attendant console of room status; this provides a more efficient check-in procedure, whether the PMS is active or not...
Page 15 Feature Descriptions Multiappearance display telephones for attendant backup where cus- tomer service is essential Support for Integrated Services Digital Network (ISDN) access using Pri- mary Rate Interface (PRI) and Basic Rate Interface (BRI) voice terminals and adjuncts Toll Fraud Security to help protect against illegal use of telecommunica- tions resources PC-based TERRANOVA®...
Page 16: Ascii Data Over The Server-To-Pms Link
ASCII Data Over the Server-to-PMS Link ASCII Data Over the Server-to-PMS Link The server communicates with the PMS using a message set that contains guest status information such as the room number and the Call Coverage path. There are two ways that the guest data can be encoded: Using a combination of Binary Coded Decimal (BCD) encoding and the ASCII character set Using only the ASCII character set.
Page 17: Attendant Backup
Using this backup mode, you can answer calls faster, thus providing better ser- vice to your guests and prospective clients. The recommended voice terminals are the Lucent Technologies Model 8434 and Model 8410. When calls terminate at the attendant console during normal operation, users at the backup voice terminals can answer overflow calls by pressing a button or dialing a feature access code.
Page 18 Attendant Backup When the attendant console is in the day mode (the lamp is off), you Night cannot answer overflow calls at the backup voice terminals 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 voice terminals receive about calls waiting in queue is when the and the...
Page 19 Feature Descriptions Administration change station XXXX (XXXX is the extension number of the voice terminal) Add the following required feature buttons to the backup voice terminal: — atd-qcalls (this button causes backup voice terminals to ring when the queue warning level is reached) —...
Page 20 Attendant Backup change console-parameters On Page 1 of this form, administer the following Attendant Backup parameters: The Calls in Queue Warning level should be set to 1 if the customer uses the backup voice terminals for most call handling. If the customer uses the attendant console, you can set this level to a higher threshold.
Page 21 Enter y in the Day Mode TAAS Pickup & Backup Station Audi- ble Alerting field. This option defaults to y, and can be changed only by Lucent Technologies personnel. Required Hardware The Attendant Backup feature can be used from any supported multiappear- ance voice terminal.
Page 22: Attendant Crisis Alert
Attendant Crisis Alert Attendant Crisis Alert The Attendant Crisis Alert feature provides a visual, audible, and printed record when guests or hotel staff place a call to the local emergency service agency. This gives hotel personnel the ability to assist emergency personnel when they arrive at the hotel by identifying where the call came from and when the call was made.
Page 23 Feature Descriptions Administration change attendant 1 On Page 2 of this form, add the crss-alert feature button. Using a blank button label, create a button label and install it on the atten- Crisis Alert dant console. The button can be added only to the attendant Crisis Alert console, not any of the attendant backup voice terminals.
Page 24 Attendant Crisis Alert change ars analysis 1 Page 1 of ARS DIGIT ANALYSIS TABLE Partitioned Group Number: Percent Full: Dialed Total Rte Call Nd ANI Dialed Total Rte Call Nd ANI String Mn Mx Pat Type Num Rq String Mn Mx Pat Type Num Rq alrt Issue 1 April 1997...
Page 25 Feature Descriptions change route-pattern X (X is the routing pattern) On this form, assign a routing pattern for the emergency service access code. In this first example, Preference 1 of Pattern 5 is used when guests dial 9911 (9 for the ARS access code, and 911 for the emergency service agency).
Page 26: Required Hardware
Attendant Crisis Alert In this second example, Preference 1 of Pattern 6 is used when guests dial 911. Pattern 6 deletes the two digits dialed after the ARS access code (11), and inserts the correct digit string (911). change route-pattern 6 Page 1 of Pattern Number: 6...
Page 27: Attendant Split Swap
Feature Descriptions Attendant Split Swap The Attendant Split Swap feature allows the attendant to alternate between active and split calls. This operation may be useful when the attendant may need to transfer a call, but first must talk with each party before completing the transfer.
Page 28: Authorization Codes
Authorization Codes Authorization Codes The Authorization Codes feature allows hotel staff to access additional calling features of the server when making toll calls or accessing the server remotely. Authorization codes may be used for any or all of the following reasons: To allow a calling user to override the FRL assigned to the originating sta- tion or trunk To restrict individual incoming tie trunks from accessing an outgoing...
Page 29 Feature Descriptions When an authorization code is required on some, but not all, trunk groups, the system prompts for an authorization code when the originating FRL is not adequate to access the next available trunk group in the routing pattern. When a remote access caller dials the assigned remote access number and establishes a connection to the system, the system may request the caller to dial an authorization code and/or a barrier code.
Page 30: Automatic Route Selection
Automatic Route Selection change authorization-codes Use this form to add authorization codes to the server. You can add up to 1,500 codes on the server. Administer only the authorization codes required. Do not add random authorization codes as this may cause a breach in system security.
Page 31 Feature Descriptions Administration change cor X (X is a COR number 0-95) Use this form to assign a Facility Restriction Level (FRL) to the guest room and office staff class of restriction (COR). You may want to limit the long distance calling ability of the guest rooms, but allow the office staff to call without any restrictions.
Page 32: Automatic Wakeup
Automatic Wakeup Automatic Wakeup Wakeup calls can be activated by guests from their own room or from the front desk using the attendant console or a backup voice terminal. If the Dual Wakeup feature is enabled, each extension can have two wakeup calls active within one 24-hour time period.
Page 33 Feature Descriptions Music on hold, where the guest hears music when the wakeup call is made, but hears no other special message. Customized announcements recorded on the Audichron Recording device which delivers sales pitches for various hotel functions with the wakeup call.
Page 34 Automatic Wakeup The integrated announcements circuit pack has the following recording time limit based on the sampling rate used: 8 minutes, 32 seconds at 16 KHz 4 minutes, 16 seconds at 32 KHz 2 minutes, 8 seconds at 64 KHz. The integrated announcement circuit pack also has the ability to operate in the repeat mode where the message repeats for a fixed amount of time before the guest is disconnected from the call.
Page 35 Enter a y in the Dual Wakeup and Room Activated Wakeup with Tones fields. These options default to y, and can be changed only by Lucent Technologies personnel. NOTE: If Wakeup Activation via Tones is enabled, the speech synthe- sizer circuit pack (TN725B) is disabled from service.
Page 36 Automatic Wakeup On Page 2 of this form, enter an extension number in the Extension to Receive Failed Wakeup LWC Messages field. This defines which extension will receive LWC messages that represent failed wakeup attempts. Assign an extension number that is in the dial plan but is not currently assigned to another object.
Page 37: Busy Verification
Feature Descriptions Required Hardware If you want to provide more than just silence for your wakeup calls, you must have one of the following: Integrated Announcement circuit pack (TN750C) — The announcement circuit pack is used to provide automatic wakeup messages and call prompts for the Direct Access Calling feature.
Page 38: Call Accounting
Guest- Works server is coordinated with Homisco. If extensions and trunks are added at a later date, Lucent Technologies and Homisco must be notified so changes can be added to the call accounting package.
Page 39 Feature Descriptions User Operation The user operation for the call accounting software is documented in Guest- Works server INTUITY Lodging Call Accounting User’s Guide, (555-231-205). If you have a different call accounting system, see the user documentation for your system. Administration change system-parameters cdr Check this form to make sure that CDR options are enabled on a...
Page 40: Call Coverage
Call Coverage Call Coverage Call Coverage takes a call intended for a guest’s room and redirects the call to one, two, or three secondary answering positions if the guest does not answer or is busy on the telephone. The coverage answering positions could be the attendant or a voice messaging system.
Page 41 Feature Descriptions used. If zero is entered, then there is no coverage. If a valid coverage path number is entered, then that coverage path is used. The PMS can control the coverage path only if the PMS Protocol Mode is set to “Transparent.”...
Page 42 Call Coverage Administration change system-parameters hospitality On Page 1 of this form, enter an assignment in the Client Room Cov- erage Path Configuration field. If your server has no PMS or the guest room coverage path is not controlled by the PMS, put act-nopms in this field.
Page 43: Call Park
Feature Descriptions Call Park The Call Park feature allows you to put a call on hold and then retrieve the call from any other voice terminal within the system. Calls can be parked using the attendant console or any voice terminal that does not have a “client room” COS. User Operation The user operation for Call Park from the 8400-series voice terminals is docu- mented in the quick reference guides for those voice terminals.
Page 44: Check-In/Check-Out
Check-In/Check-Out change system-parameters feature Enter a value in the Call Park Timeout Interval field. This deter- mines how long a call can remain parked on the server. When this inter- val times out, the call rings back at the extension that parked the call. Required Hardware There is no special hardware required for this feature.
Page 45 Feature Descriptions User Operation The user operation for guest check-in and check-out using the PMS is docu- mented in the PMS documentation. The user operation for guest check-in and check-out using the attendant console or the backup voice terminal is documented in GuestWorks server Issue 3.0 Hospitality Operations, (555-231-741).
Page 46: Client Room Class Of Service
Client Room Class of Service Client Room Class of Service Client Room Class of Service (COS) is not a feature, but rather a condition established when you designate the telephone in a room to be a “client room.” When a telephone is administered with the client room COS, the telephone interacts with hospitality features differently than a telephone that is not adminis- tered as a client room.
Page 47: Controlled Restrictions
Feature Descriptions User Operation There is no special user operation required for this feature. Administration change cos For the COS assigned to the guest rooms, enter y in the Client Room field. SECURITY ALERT: Make sure that the COS used by the backup voice terminals are not assigned to any other voice terminals, especially guest rooms.
Page 48 Controlled Restrictions The Controlled Toll Restriction feature is a new option with GuestWorks and can be substituted for either Outward Restriction or Station-to-Station Restriction. This substitution was done because most PMS products in use today recognize only four different types of restrictions. Through administration, you can enable Outward/Toll Restriction, Station-to-Station/Toll Restriction, Termination Restriction, and Total Restriction.
Page 49 Feature Descriptions When a guest tries to make a call from a station that is restricted, the call is routed to one of the following: the attendant, a recorded announcement, a coverage path, another extension (for example, one of the backup voice terminals), or intercept tone.
Page 50 Controlled Restrictions change system-parameters feature On Page 3 of this form, add the intercept treatment desired for the Out- ward/Toll, Termination (Do Not Disturb), and Station-to-Station restricted calls in these fields: — Control Outward/Toll Restriction Intercept Treatment — Controlled Termination Restriction (Do Not Dis- turb) —...
Page 51: Dial By Name
Feature Descriptions Dial by Name The Dial by Name feature allows you to “dial” someone by entering their name from your touch-tone keypad. This feature is accessible by using the Direct Access Calling feature and the integrated announcement circuit pack (TN750C) to create an “auto-attendant”...
Page 52 Dial by Name User Operation NOTE: This feature is not accessible from rotary telephones or telephones that do not have a labeled dial keypad. This feature operates using the Roman alphabet only. Dial the published directory number. The call is routed to the auto-attendant procedure. Listen to the recorded announcements and select the option that allows you to enter a name.
Page 53 Feature Descriptions If there are still multiple matches, you are prompted to enter the first two 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. Continue with Step 6.
Page 54 Enter y in the Dial by Name field. This option defaults to y, and can be changed only by Lucent Technologies personnel. add direct-access number XXXX (XXXX is the extension number) Use this form to specify which Direct Access Calling procedure number (1 through 4) callers will access when the Direct Access Calling number is dialed.
Page 55 Dial by Name feature. Step numbers 1-20 contain the basic auto-attendant steps, and Steps 21-32 contain the Dial by Name steps. Contact Lucent Technologies or your authorized dealer for support in set- ting up your procedures. change direct-access procedure 2...
Page 56 Dial by Name change direct-access procedure 2 Page 2 of DIRECT ACCESS PROCEDURE 12 collect digits after announcement 382 13 route-to digits with coverage y 14 route-to number 0 with cov n if unconditionally 16 goto step if unconditionally 19 collect digits after announcement 383 20 goto step...
Page 57 Feature Descriptions The procedure above does the following: When someone calls the system, the person receives ringback for 2 sec- onds. Announcement 381 plays. This announcement asks them to do one of the following: Press or wait if they want the operator; if they press or wait for the timeout, they are routed to the operator.
Page 58: Direct Access Calling
Direct Access Calling Since there are still no matches, announcement 660 plays telling them they can press to try again, or press get an operator. Press if they know the department they wish to access; if they press , they are routed to announcement 383, which gives them a listing of several departments that they can dial directly.
Page 59 Feature Descriptions User Operation The only user operation required for this feature depends on the choices given. The caller must follow the prompts and select those options chosen. In most cases, no action by the caller will result in the call being routed to the attendant console.
Page 60 Direct Access Calling change direct-access procedure X You can assign up to four procedures that define how calls will be han- dled as users select the different prompts. The following example shows a Direct Access procedure. Contact your authorized dealer for support in setting up your procedures.
Page 61 Feature Descriptions The procedure above does the following: When someone calls the hotel, he or she hears ringback for 2 seconds. Announcement 381 plays. This announcement asks the caller to do one of the following: Press or wait if they want the front desk; if they press or wait for the timeout, they are routed to the front desk.
Page 62: Display Client On Redirection
Display Client on Redirection Display Client on Redirection Security involving the room number and the guest name is a sensitive issue. When the Class of Service (COS) is set for “client room,” the redirection infor- mation is not passed to a receiving station. Examples of redirection information are “b”...
Page 63 Feature Descriptions ic — Indicates that an incoming calls has been redirected as a result of intercept treatment. ld — Direct Inward Dialing (DID) Listed Directory Number (LDN) Call. Indicates that an incoming call came in on the LDN over a DID trunk. rc —...
Page 64: Display Room Information On Call Display
Display Room Information on Call Display Display Room Information on Call Display When calls from guest rooms terminate at the attendant console or a backup voice terminal, information about the call is displayed, including the extension number of the caller. For some properties, the extension of the client room phone may be different from the room number.
Page 65: Do Not Disturb
Feature Descriptions Do Not Disturb The Do Not Disturb feature permits hotel guests to request that calls directed to the room be blocked for a predetermined period of time. This can be done from the attendant console, a backup voice terminal, or by guests themselves. If the server has a speech synthesizer circuit pack, guests can apply their own Do Not Disturb requests.
Page 66 Do Not Disturb Administration In addition to the following, see the information about printing reports on Page 113. change attendant 1 On Page 2 of this form, add the following feature buttons: — ext-dn-dst — grp-dn-dst change station XXXX (XXXX is the extension number of the backup voice terminal) On Page 3 of this form, enter the following features to the backup voice terminal’s feature buttons:...
Page 67: Emergency Access To The Attendant
Feature Descriptions Emergency Access to the Attendant This feature provides a method for emergency calls to go to the attendant. These calls are generated in two ways: The guest knocks the handset off the telephone. The guest dials the Emergency Access to Attendant feature access code.
Page 68 Emergency Access to the Attendant Administration change system-parameters feature On Page 3 of this form, enter a time value (1-3000 seconds) in the Time before Off-hook Alert field. This is the number of seconds before an emergency call goes to the attendant. This interval does not include the 10 seconds of dial tone a guest receives after going off-hook.
Page 69: Maid Status/Housekeeping Status
Feature Descriptions Required Hardware There is no special hardware required for this feature. Maid Status/Housekeeping Status The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes. These status codes are usually entered by the house- keeping staff from the guest room or from a designated telephone, but they can also be updated by the front office personnel using the attendant console or a backup voice terminal.
Page 70 Maid Status/Housekeeping Status User Operation The user operation for updating and viewing housekeeping status using the PMS is documented in the PMS documentation. The user operation for updating housekeeping status from a guest room or at the attendant console is documented in GuestWorks server Issue 3.0 Hospitality Operations, (555-231-741).
Page 71: Message Waiting Notification
Feature Descriptions change feature-access-codes On Page 5 of this form, add feature access codes for each of the house- keeping status codes. There are six codes for housekeeping status from a guest room (client room) and four codes for housekeeping status from a designated telephone (station).
Page 72 Message Waiting Notification Messages can be left for guests when people call and leave messages in a voice mailbox or when they leave messages at the front desk. This section describes the feature known as Message Waiting Notification, which is done manually from the attendant console.
Page 73 Feature Descriptions Administration change system-parameters hospitality On Page 1 of this form, enter an assignment in the Message Waiting Configuration field. If you do not have a PMS, or the message waiting notifications are not controlled by the PMS, put act-nopms in this field. If the message waiting notifications are controlled by the PMS, put act-pms in this field.
Page 74: Mixed Extension Numbering
Mixed Extension Numbering Mixed Extension Numbering CAUTION: Any changes made to your dial plan can cause service degradation and lost calls if not done correctly. Plan all numbering changes with caution. As an alternative to using prefixed extension numbers (discussed in the "Pre- fixed Extension Numbering"...
Page 75 Feature Descriptions This example has the following dial plan: Single-digit access to the hotel attendant (0) Single-digit access to seven hotel services (extensions 1 through 7) Two-digit access to 70 hotel services (extensions 10 through 79) Guest room extensions on floors 1 through 7 (extensions 100 through 799) Toll calling access by dialing trunk access code (TAC) 8 Local calling by dialing ARS feature access code (FAC) 9...
Page 76 Mixed Extension Numbering Administration change dialplan This form determines how the communications server will process each call dialed in the server. For each first digit, you must specify whether it will be used to access an extension, a prefixed extension, a feature access code, a trunk access code, an attendant console, or remain unused.
Page 77: Names Registration
Feature Descriptions Names Registration Names Registration is used with a PMS that can operate in the Transparent Mode or ASCII Mode. Using the PMS terminal at check-in, the PMS records the guest information and sends the information to the GuestWorks server ; at check-out, the guest’s name is removed.
Page 78 Names Registration User Operation There is no special user operation required for this feature. Administration change system-parameters hospitality On Page 1 of this form, enter transparent in the PMS Protocol Mode field. If the PMS is using the ASCII interface, enter a y in the ASCII mode? field.
Page 79: Prefixed Extension Numbering
Feature Descriptions Prefixed Extension Numbering CAUTION: Any changes made to your dial plan can cause service degradation and lost calls if not done correctly. Plan all numbering changes with caution. In the hospitality industry, prefixed extension numbers are frequently used to define specific groups of hotel rooms.
Page 80 Prefixed Extension Numbering Here is an example of a dial plan incorporating prefixed extensions and a mixed number plan, with an explanation of each entry. In the dial plan, prefixed extensions are designated as PEXT. When the prefixed number is dialed, the server will remove the prefix digit and use the remaining digits to complete the call.
Page 81 Feature Descriptions Nonprefixed access to 100 possible extensions for hotel administration users (500 through 599). Prefixed room extensions — pattern 6xxx is for floors 1 through 9, and pattern 7xxxx is for floors 10 through the highest guest room floor. Exten- sions are numbered the same as the room: room 429 would be extension 6429, and room 1234 would be extension 71234.
Page 82 Prefixed Extension Numbering User Operation There is no special user operation required for this feature. Administration change dialplan This form determines how the communications server will process each call dialed in the server. For each first digit, you must specify whether it will be used to access an extension, a prefixed extension, a feature access code, a trunk access code, an attendant console, or remain unused.
Page 83: Property Management System (Pms) Interface
Feature Descriptions Property Management System (PMS) Interface The PMS is a computer with a terminal used to input information. The computer is running software that interacts with the GuestWorks server . The PMS termi- nal is usually located at the front desk with the attendant console. This is where the clerk does the following: Checks a guest in and out Registers the guest’s name...
Page 84 Property Management System (PMS) Interface Status inquiry (checks on status of data link) Room data image (occupied/vacant, message waiting lamp status, con- trolled restriction level) Room change. Transparent Mode or ASCII Mode can do all the Normal Mode transactions plus these additional transactions (shown in bold): Check-in with guest name Guest information (in and out/change, guest name, coverage path)
Page 85 Feature Descriptions User Operation The user operation for the PMS features is documented in the PMS documenta- tion. The user operation for activating the PMS features from the attendant console or backup voice terminal is documented in DEFINITY Business Communications System and GuestWorks server Issue 3.0 Console Quick Reference, (555-231-735) and in GuestWorks server Issue 3.0 Hospitality Operations, (555-231-741).
Page 86 Property Management System (PMS) Interface Feature Server Only With PMS Message Waiting Activated via console button Activated via PMS terminal Notification Normal, Transparent, or ASCII Mode Names Activated via administration Activated via PMS terminal Registration with TERRANOVA ECS Transparent or ASCII Mode Administration Room Activated via administration...
Page 87 Feature Descriptions change system-parameters hospitality On Page 1 of this form, administer the following fields: — Extension of PMS This is the extension number assigned to the data port where the PMS is connected to the communications server. The PMS is an asynchronous device connected to the server by a digital port and a data module.
Page 88 Property Management System (PMS) Interface — PMS Link Maximum Retransmissions Enter the number of times (1 to 5) that the server will retransmit a message in response to a negative acknowledgment, or send an inquiry for an acknowledgment from the PMS for a message before giving up on the message transmission.
Page 89: Recorded Announcements
Feature Descriptions Recorded Announcements The Recorded Announcements feature allows you to create several different recorded announcements for wakeup calls and Direct Access Calling proce- dures. 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 cof- fee shop.
Page 90 Recorded Announcements Press and record after the tone. Hang up, press , or press the Drop switchhook when finished. Dial the extension number of the announcement you just recorded. Listen to the recording. If you need to re-record the message, repeat Steps 1 through 3.
Page 91 Feature Descriptions change announcements Use this form to assign extension numbers that are used to represent recorded announcement numbers. change system-parameters hospitality On Page 2 of this form, enter one of the following values in the Announcement Type field to control the type of announcement used for wakeup calls: —...
Page 92 Recorded Announcements On Page 2 of this form, enter an extension in the Routing Extension on Unavailable Voice Synthesis field. This is the extension number where you route calls when the speech synthesizer circuit pack is busy or out of order. Put the attendant’s extension or the extension of a backup voice terminal in this field since the attendant or backup voice ter- minal user can input wakeup calls and Do Not Disturb requests manually.
Page 93: Room Change/Swap
Feature Descriptions Room Change/Swap It often happens that guests wish to change rooms after they have already checked-in to the hotel. The Room Change/Swap feature allows you to easily move all of the guest’s information from one room to another vacant room. When this is done, their Automatic Wakeup requests, Do Not Disturb requests, and voice messages are moved with them to their new room.
Page 94: Room Occupancy
Room Occupancy Room Occupancy The Room Occupancy feature enables the attendant console to display the cur- rent occupancy status of rooms. The Room Occupancy feature provides infor- mation on guest room availability without the requirement for a PMS. When the button on the attendant console is pressed, the Occupd Rooms console displays a message indicating that it is in the occupied room mode.
Page 95: Server/Intuity/Pms Link Integration
Feature Descriptions Required Hardware There is no special hardware required for this feature. Server/INTUITY/PMS Link Integration In an integrated solution where a hotel has the GuestWorks server , the Lucent INTUITY Lodging voice messaging, and a PMS, data is exchanged between all three components to update guest information, enable voice messaging, add calling restrictions, and so on.
Page 96 Server/INTUITY/PMS Link Integration Without Link Integration GuestW orks Intuity Lodging server TN765 GPSync Equinox Equinox TTYsac TTYsab V oice Call Messaging Accounting Digital Data Server P ort Module With Link Integration GuestW orks Intuity Lodging server TN765 GPSync Equinox Equinox TTYsac TTYsab V oice...
Page 97 Feature Descriptions There are several advantages in using the integrated link through the server: The solution is more reliable; with one less physical connection, there is less chance for loss of data because of faulty hardware. If the server-to-INTUITY link is down but the server-to-PMS link is up, the server maintains a buffer that contains the 100 most-recent PMS transac- tions, and updates the Lucent INTUITY as soon as the server-to-INTU- ITY link is back up.
Page 98 Server/INTUITY/PMS Link Integration The following is a list of the INTUITY-to-PMS messages that are not supported with this integrated link. If your solution needs any of these messages, you must install the standard INTUITY-to-PMS link. Delete Extension Display Mailbox Purge Old Mailbox Activate Old Mailbox Display Old Mailbox Swap Mailbox...
Page 99 Feature Descriptions Administration change system-parameters hospitality On Page 1 of this form, enter y in the Forward PMS Message to Intuity Lodging field and transparent in the PMS Protocol Mode field. change communication-interface processor-channels On Page 4 of this form, administer processor interface channel 59 to the audix application with the Machine-ID field equal to 1.
Page 100: Terminal Translation Initialization
Terminal Translation Initialization Terminal Translation Initialization The Terminal Translation Initialization (TTI) feature allows you to temporarily add phones to conference rooms and other facilities where phone jacks have been installed, but are not used for full-time telephone service. This ensures security and increases profits for telephones used in unmonitored hotel areas.
Page 101 Enter y in the Terminal Trans. Init. (TTI) field to enable the TTI feature for the server. This option defaults to y, and can be changed only by Lucent Technologies personnel. change feature-access-codes On Page 3 of this form, add a feature access code for merging and sepa- rating a TTI port.
Page 102: Trunk Identification
Trunk Identification Required Hardware The port type used for the TTI activation must match the type of telephone installed at that location. Incompatible equipment will not operate. Trunk Identification The Trunk Identification feature allows you to use the attendant console or a backup voice terminal to identify a specific trunk being used on any trunk call, incoming or outgoing.
Page 103: Voice Messaging
Feature Descriptions Voice Messaging The GuestWorks server is compatible with many voice messaging systems and supports standard voice messaging interfaces. The recommended GuestWorks server messaging solution is based on the Lucent INTUITY Lodging package. This Lucent INTUITY offering uses Lucent INTUITY Lodging for the guest rooms and Lucent INTUITY AUDIX for the office staff voice terminal users.
Page 104 Voice Messaging Administration The administration shown here is for the Lucent INTUITY Lodging product but will also be used for other voice messaging systems. A group of extension num- bers must be reserved as voice messaging ports. These numbers cannot be used for anything else.
Page 105 Feature Descriptions add hunt-group XX (XX is the hunt group) On Page 1 of this form, add information in the following fields: — Group Name — this name is used on other forms, so make it unique — Queue — enter y —...
Page 106 Voice Messaging change communication-interface links On this form, add information for Link 1 in the following fields: — Enable — enter y — Est Conn — enter y — PI Ext — enter the processor interface extension number — Prot — enter BX25 —...
Page 107: Hardware Descriptions
Hardware Descriptions The GuestWorks server solution consists of the following equipment: GuestWorks server TN2214 digital line circuit pack TN2215 analog line circuit pack TN791 guest line circuit pack TN796B processor Attendant console Voice terminals Recorded announcement equipment Administration Terminal Printers Property Management System (PMS) (optional) Voice messaging system (optional) Call Accounting system (optional).
Page 108: Guestworks Server
GuestWorks server GuestWorks server The GuestWorks server is available on two hardware platforms: The compact single carrier cabinet (CSCC) product which supports hotels needing 50 to 100 lines The single cabinet carrier (SCC) product which supports hotels needing 100 to 500 lines. The circuit packs are the same for either platform, and all connections between the platforms and the adjuncts (Lucent INTUITY and PMS) remain the same.
Page 109: Tn2214 - Digital Line (24-Port)
Hardware Descriptions SCC Hardware The SCC design consists of a single circuit pack carrier installed in a small cab- inet. A maximum of four single-carrier cabinets can be stacked on top of each other. Each cabinet has vertical slots that hold circuit packs. A blank faceplate covers each unused slot.
Page 110: Tn2215 - Analog Line (16-Port)
TN2215 — Analog Line (16-Port) 8403B voice terminal 8410B/D voice terminal 8411B/D voice terminal 8434DX voice terminal 9403B voice terminal (not supported in the United States) 9410B/D voice terminal (not supported in the United States) 9434D voice terminal (not supported in the United States). The distance limit for 8400-series voice terminals using the TN2214 is 3500 feet (1066 m).
Page 111: Tn791 - Guest Line (16-Port)
Hardware Descriptions Secondary lightning protection Same premises, out-of-building support Supports the 500-type, 2500-type, 7100-series, 8102-type, and 8110-type telephones The distance limit for the 500-type, 2500-type, and 7102A telephones is 20,000 feet (6096 m). The distance limit for the 7101A and 7103A tele- phones is 15,200 feet (4633 m).
Page 112: Tn796B - Processor
TN796B — Processor Supports station adjuncts Secondary lightning protection Same premises, out-of-building support Supports the 500-type, 2500-type, 7100-series, 8102-type, and 8110-type telephones The distance limit for the 500-type, 2500-type, and 7102A telephones is 20,000 feet (6096 m). The distance limit for the 7101A and 7103A tele- phones is 15,200 feet (4633 m).
Page 113: Attendant Console
Hardware Descriptions Attendant Console The GuestWorks server solution provides one Lucent Technologies Model 302B or 302C attendant console per site for use at the front desk. The server sup- ports more than one attendant console, but most attendant console procedures can be done from a backup voice terminal.
Page 114 Voice Terminals Model 8102 The Model 8102 is similar to the 8101, but has 10 locally-programmed feature buttons. The buttons can be programmed to access specific locations in the hotel so guests do not have to remember extension numbers. Model 8403 The Model 8403 is a digital multiappearance voice terminal.
Page 115: Recorded Announcement Equipment
Hardware Descriptions Recorded Announcement Equipment The recorded announcement equipment provides wakeup announcements for guest rooms. The following equipment may be used: TN750C integrated announcement circuit pack TN725B speech synthesizer circuit pack Audichron recorded announcements Music-on-hold equipment. You must define which recorded announcements are used on your server. See the Recorded Announcements feature description on Page 83.
Page 116: Printers
Printers Printers Printers used with the server must have a serial interface. Some Lucent Tech- nologies printers that operate with GuestWorks include: Model 470 Model 475 Model 572 (for journal/schedule reports only) Model 573 Model 5310 Model 5320. There are several ways printers can be connected and used with the GuestWorks server : SAT printer —...
Page 117: Property Management System
Hardware Descriptions Property Management System The PMS hardware is provided by vendors that have produced equipment that conforms to the DEFINITY Enterprise Communications Server (ECS), Guest- Works server, and System 75 PBX Property Management System Interface Specifications, (555-231-601). The following is a list of vendors that manufac- ture PMS equipment compatible with the GuestWorks server : Communications Decisions Technology (CDT) Computerized Lodging Systems (CLS)
Page 118: Voice Messaging And Call Accounting System
Voice Messaging and Call Accounting System Voice Messaging and Call Accounting System The GuestWorks server integrated solution uses the Lucent INTUITY Lodging Voice Messaging and Lucent INTUITY Lodging Call Accounting. These applica- tions are supported on the Lucent INTUITY MAP/5 platform. Issue 1 April 1997...
Page 119: Reports
Reports This section gives examples of administration reports you can display on the administration terminal or print on the Log Printer or the Journal/Schedule Printer. Administration Reports Whether using a SAT or the TERRANOVA ECS Administration software termi- nal emulator on a PC, you can view the following reports: Command Description list pms-down...
Page 120 Administration Reports Command Description list direct-access number Displays the Direct Access Calling extension numbers list direct-access procedure Displays the Direct Access Calling procedures list integrated-annc-boards Displays the integrated announcement circuit pack extension assignments status station XXXX Shows the current status of a station XXXX The following screens show examples of the reports you can view.
Page 121 Reports list do-not-disturb group DO NOT DISTURB GROUP Until 9:30 AM 3:15 PM 6:00 PM list wakeup incomplete WAKEUP INCOMPLETIONS Extension Time of Attempts 3315 02:30 PM 3315 02:35 PM 3315 02:40 PM list wakeup requests WAKEUP REQUESTS Extension Time 3311 04:45 AM 2247...
Page 122 Administration Reports list wakeup station 4565 WAKEUP STATION AUDIT Extension = 4565 Event Reason Time Orig Exten Attempt Swap Exten Skip Time request ok 6:45 AM 4565 change 7:00 AM 4565 cancel 7:15 AM 4565 incompl noanswer 7:15 AM answer 7:20 AM request ok 8:00 AM...
Page 123 Reports list integrated-annc-boards INTEGRATED ANNOUNCEMENTS Board Location: 01A07 Time Remaining at 32 Kbps: 187 Internal Announcement Length in Number Extension Name Rate Seconds 4800 Greeting 4801 Dinner 4802 Breakfast status station 1005 GENERAL STATUS Type: 2500 Service State: in-srv/on-hook Extension: 1005 Download Status: not-applicable Port: 01B0601 SAC Activated? no...
Page 124: Printer Reports
Printer Reports Any of these reports can be printed, either on an SAT printer or on the system printer. To print on the SAT printer, add the command pr after the report command string. For example, if you want a printed copy of the station status report, enter the command status station XXXX pr (XXXX is the extension number).
Page 125 Reports Journal/Schedule Printer The journal/schedule printer prints two types of reports: journal reports and scheduled reports. A journal report is a running summary of hospitality events such as wakeup call requests, wakeup calls that complete, wakeup calls that fail, Do Not Disturb requests, and emergency access attempts. A scheduled report is a report that is scheduled through administration and usually occurs at the same time every day.
Page 126 Printer Reports These codes are used to define the status events: AWU — Automatic wakeup events EAT — Emergency access to attendant and crisis alert events PMS — PMS events PMS chng stn rstr — Station restrictions changed by the PMS PMS room change —...
Page 127: Index
Index Numerics 8101 Telephone Call Accounting 8102 Telephone Call Coverage 8403 Voice Terminal Call Park 8410 Voice Terminal Calls in Queue Warning 8434 Voice Terminal Check-In Check-Out Client Room Class of Service Console Permissions Administration Terminal Controlled Restrictions Answer Back Conventions Analysis Coverage Path...
Page 128 Index Emergency Alert Link Integration Administration Facility Restriction Level Log Printer Failed Wakeup FAX Messaging Feature Access Codes Maid Status Message Waiting Lamp Notification Glossary Mixed Extension Numbering Hardware Descriptions Names Registration Homisco Normal Mode Housekeeping Status Occupied Status Integrated Announcement Circuit Pack Interdigit Timeout INTUITY Lodging...
Page 129 Index Property Management System TN796B Tones Transparent Mode Transtalk Telephone Trunk Answer Any Station Recorded Announcements Related Documents Reports Printer System Administration Room Voice Mail Change Voice Terminals Occupancy Status Definitions Swap Wakeup Activation via Tones Wakeup Calls Wireless Telephone Schedule Printer World Class Routing Server/INTUITY/PMS Link Integration...
Page 130 Index Issue 1 April 1997...

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