GuestWorks™ server Issue 3.
Copyright 1997, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf.
Contents About This Document 1 ■ Introduction 1 ■ Reasons for Reissue 3 ■ Conventions 3 ■ Related Documents 6 Feature Descriptions 7 ■ General Information 7 ■ ASCII Data Over the Server-to-PMS Link 10 ■ Attendant Backup 11 ■ Attendant Crisis Alert 16 ■ Attendant Split Swap 21 ■ Authorization Codes 22 ■ Automatic Route Selection 24 ■ Automatic Wakeup 26 ■ Busy Verification 31 ■ Call Accounting 32 ■ Call Coverage 34 ■ Call Park 37 ■ Check-In/Check-Out 38
Contents ■ Dial by Name 45 ■ Direct Access Calling 52 ■ Display Client on Redirection 56 ■ Display Room Information on Call Display 58 ■ Do Not Disturb 59 ■ Emergency Access to the Attendant 61 ■ Maid Status/Housekeeping Status 63 ■ Message Waiting Notification 65 ■ Mixed Extension Numbering 68 ■ Names Registration 71 ■ Prefixed Extension Numbering 73 ■ Property Management System (PMS) Interface 77 ■ Recorded Announcements 83 ■ Room Change/Swap 87 ■ Room Occupancy
Contents Hardware Descriptions 101 ■ GuestWorks server 102 ■ TN2214 — Digital Line (24-Port) 103 ■ TN2215 — Analog Line (16-Port) 104 ■ TN791 — Guest Line (16-Port) 105 ■ TN796B — Processor 106 ■ Attendant Console 107 ■ Voice Terminals 107 ■ Recorded Announcement Equipment 109 ■ Administration Terminal 109 ■ Printers 110 ■ Property Management System 111 ■ Voice Messaging and Call Accounting System 112 Reports 113 ■ Administration Reports 113 ■ Printer Reports 11
Contents iv Issue 1 April 1997
About This Document 0 Introduction 0 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 — Attendant Backup — Attendant Crisis Alert — Attendant Split Swap — Authorization Codes — Automatic Route Selection — Automatic Wakeup (with Dual Wakeup)
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 — Mixed Extension Numbering — Names Registration — Prefixed Extension Numbering — Property Management System Interface — Recorded Announcements — Room Change/Swap — Room Occupancy — Server/INTUITY/PMS Link Integration — Terminal Translation
About This Document Reasons for Reissue 0 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. The user operation for some features has been moved to DEFINITY® Business Communications System and GuestWorks server Issue 3.0 Console Quick Reference, (555-231-735), and GuestWorks server Issue 3.
Conventions ■ 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 Call , span two lines. Because of line spacing in this document, they are shown across one line of text, such as Serial Call .
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. — Busy tone — a slow on-off-on-off tone you hear when the person you are calling is busy on the telephone. — Reorder tone — a fast on-off-on-off tone you hear when calling facilities are not available or are out of order.
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 — GuestWorks™ server Issue 3.
Feature Descriptions General Information 0 0 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).
General Information 8 ■ 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 ■ Call restrictions based on individual room numbers or groups of rooms ■ Direct Access Calling to give incoming callers direct access to guest rooms by entering either the guest’s name or the room extension number, access
Feature Descriptions ■ Multiappearance display telephones for attendant backup where customer service is essential ■ Support for Integrated Services Digital Network (ISDN) access using Primary Rate Interface (PRI) and Basic Rate Interface (BRI) voice terminals and adjuncts ■ Toll Fraud Security to help protect against illegal use of telecommunications resources ■ PC-based TERRANOVA® ECS Administration software to gain access to the server administration.
ASCII Data Over the Server-to-PMS Link ASCII Data Over the Server-to-PMS Link 0 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.
Feature Descriptions Required Hardware 0 There is no special hardware required for this feature. Required Software 0 To take advantage of this new feature, the PMS software must be compatible with the ASCII-only guest data message set.
Attendant Backup When the attendant console is in the day mode (the Night lamp is off), you 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 Queue Calls and the Queue Time lamps go on.
Feature Descriptions Administration 0 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) — atd-qtime Other buttons related to hospitality features should be added to the backup voice terminal.
Attendant Backup change console-parameters On Page 1 of this form, administer the following Attendant Backup parameters: 14 Issue 1 ■ 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.
Feature Descriptions change cos ■ For the COS used by the backup voice terminals, enter y for Console Permissions. ! SECURITY ALERT: Do not assign Console Permissions to any Class of Service except for the attendant consoles and backup voice terminals. change system guestworks-bcs-options ■ Enter y in the Day Mode TAAS Pickup & Backup Station Audible Alerting field. This option defaults to y, and can be changed only by Lucent Technologies personnel.
Attendant Crisis Alert Attendant Crisis Alert 0 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.
Feature Descriptions Administration 0 change attendant 1 ■ On Page 2 of this form, add the crss-alert feature button. Using a blank button label, create a Crisis Alert button label and install it on the attendant console. The Crisis Alert button can be added only to the attendant console, not any of the attendant backup voice terminals.
Attendant Crisis Alert change ars analysis 1 Page ARS DIGIT ANALYSIS TABLE Partitioned Group Number: 2 Dialed String 11 18 Issue 1 Total Rte Call Nd ANI Mn Mx Pat Type Num Rq 2 2 6 alrt n n n n n n n n n April 1997 Dialed String 1 of Percent Full: 2 6 Total Rte Call Nd ANI Mn Mx Pat Type Num Rq n n n n n n n n n
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). change route-pattern 5 Page 1 of 1 Pattern Number: 5 Grp. No. 1: 5 2: 3: 4: 5: 6: 1: 2: 3: 4: 5: 6: 0 y y y y y y FRL NPA Pfx Hop Toll No.
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 1 Pattern Number: 6 Grp. No. 1: 5 2: 3: 4: 5: 6: 1: 2: 3: 4: 5: 6: 0 y y y y y y FRL NPA Pfx Hop Toll No.
Feature Descriptions Attendant Split Swap 0 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. This operation is done using the new Split Swap button. User Operation 0 The user operation for Attendant Split Swap is documented in DEFINITY Business Communications System and GuestWorks server Issue 3.
Authorization Codes Authorization Codes 0 The Authorization Codes feature allows hotel staff to access additional calling features of the server when making toll calls or accessing the server remotely.
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.
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. Required Hardware 0 There is no special hardware required for this feature.
Feature Descriptions Administration 0 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.
Automatic Wakeup Automatic Wakeup 0 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. Guest activation of wakeup calls are allowed under two conditions: ■ If the server has a speech synthesizer circuit pack (TN725B), guests are allowed to activate one wakeup call.
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. Audichron can be equipped with time and temperature circuitry which enables the wakeup announcement to give the time and temperature. Audichron uses all four ports on a TN763D auxiliary trunk circuit pack.
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.
Feature Descriptions Administration 0 In addition to the following, see the information about administering Recorded Announcement equipment on Page 109 and printing reports on Page 113. change system-parameters guestworks-bcs-options ■ 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.
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. Administer an automatic message waiting lamp appearance for this extension at the attendant console and on the backup voice terminals. Use the button labeled Failed Wakeup .
Feature Descriptions Required Hardware 0 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.
Call Accounting change station XXXX (XXXX is the extension number of the backup voice terminal) ■ Use this form to add the busy-verify feature button. Required Hardware 0 This is no special hardware required for this feature. Call Accounting 0 Call Accounting takes call records supplied by the server, puts the records into a standard bill format, and sends the billing information to the PMS.
Feature Descriptions User Operation 0 The user operation for the call accounting software is documented in GuestWorks 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 0 change system-parameters cdr ■ Check this form to make sure that CDR options are enabled on a server-wide basis.
Call Coverage Call Coverage 0 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. The call follows a preset “coverage path” which is established for a station or group of stations by server administration.
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.” If the PMS is in the “Normal” mode, the server will default to a “No PMS” mode.
Call Coverage Administration 0 change system-parameters hospitality ■ On Page 1 of this form, enter an assignment in the Client Room Coverage 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. If the guest room coverage path is controlled by the PMS, put act-pms in this field. The PMS vendor should be consulted concerning this setting.
Feature Descriptions Call Park 0 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 0 The user operation for Call Park from the 8400-series voice terminals is documented in the quick reference guides for those voice terminals.
Check-In/Check-Out change system-parameters feature ■ Enter a value in the Call Park Timeout Interval field. This determines how long a call can remain parked on the server. When this interval times out, the call rings back at the extension that parked the call. Required Hardware 0 There is no special hardware required for this feature. Check-In/Check-Out 0 The GuestWorks server can check guests into a hotel and, when the guest leaves, check them out.
Feature Descriptions User Operation 0 The user operation for guest check-in and check-out using the PMS is documented 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).
Client Room Class of Service Client Room Class of Service 0 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 administered as a client room.
Feature Descriptions User Operation 0 There is no special user operation required for this feature. Administration 0 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. Required Hardware 0 There is no special hardware required for this feature.
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.
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. User Operation 0 The user operation for applying controlled restrictions using the PMS is documented in the PMS documentation.
Controlled Restrictions change system-parameters feature ■ On Page 3 of this form, add the intercept treatment desired for the Outward/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 Disturb) — Controlled Station to Station Restriction Callers that encounter one of these restrictions can be routed to an announcement, the attendant, Call Coverage (for Termin
Feature Descriptions Dial by Name 0 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” procedure where one of the options allows callers to enter a person’s name instead of their extension number.
Dial by Name User Operation 0 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. 1. Dial the published directory number. ■ 2. Listen to the recorded announcements and select the option that allows you to enter a name. ■ 3. 4. 46 The call is routed to the auto-attendant procedure. You are prompted to enter the person’s name. Enter the first four characters of the person’s last name.
Feature Descriptions 5. 6. 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. You can dial 1 and try entering the name again, or you can dial 0 and the call is routed to a designated extension (usually the attendant or a voice mailbox).
Dial by Name ■ If a person’s last name is less than four characters long, the caller must press the # key to signify end-of-dialing. This instruction should be part of the recorded announcement. ■ The system supports a maximum length of 15-character names (last name, first name). If the last name is longer than 15 characters, the first 15 characters should be entered.
Feature Descriptions change direct-access procedure X ■ You can assign up to four procedures that define how calls will be handled as users select the different prompts. The following example shows a Direct Access Calling “auto-attendant” procedure that can be used to access the 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 setting up your procedures.
Dial by Name change direct-access procedure 2 DIRECT ACCESS PROCEDURE 12 13 14 15 16 17 18 19 20 21 22 collect route-to route-to 3 digits after announcement 382 digits with coverage y number 0 with cov n if unconditionally goto step collect goto collect route-to 3 digits after announcement 383 step 13 if unconditionally 4 digits after announcement 661 name1 with coverage y 2 50 goto collect route-to goto collect route-to goto collect goto route-to Issue 1 Page step 30 if nomatch 11 digits afte
Feature Descriptions The procedure above does the following: 1. When someone calls the system, the person receives ringback for 2 seconds. 2. Announcement 381 plays. This announcement asks them to do one of the following: ■ Press 0 or wait if they want the operator; if they press for the timeout, they are routed to the operator. ■ Press 1 if they want the help desk; if they press routed to extension 105, which is the help desk.
Direct Access Calling d. Since there are still no matches, announcement 660 plays telling them they can press 1 to try again, or press 0 to get an operator. ■ Press 4 if they know the department they wish to access; if they press 4 , they are routed to announcement 383, which gives them a listing of several departments that they can dial directly. ■ Press 5 to start over again; if they press 5 , the caller hears announcement 381, which repeats all of the options.
Feature Descriptions User Operation 0 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.
Direct Access Calling change direct-access procedure X ■ You can assign up to four procedures that define how calls will be handled 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.
Feature Descriptions The procedure above does the following: 1. When someone calls the hotel, he or she hears ringback for 2 seconds. 2. Announcement 381 plays. This announcement asks the caller to do one of the following: ■ Press 0 or wait if they want the front desk; if they press for the timeout, they are routed to the front desk. ■ Press 1 if they want the reservation desk; if they press 1 , they are routed to extension 105, which is the reservations desk.
Display Client on Redirection Display Client on Redirection 0 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 information is not passed to a receiving station. Examples of redirection information are “b” (busy), “d” (didn’t answer), or “f” (forward). This information could be a potential security breach, because the display shows a redirection code.
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 — Recall Call. Indicates that a call being held on the console is requesting more help. ■ rt — Return Call.
Display Room Information on Call Display Display Room Information on Call Display 0 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. The extension could be 4234 and the room number could be 234.
Feature Descriptions Do Not Disturb 0 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. NOTE: If Wakeup Activation via Tones is enabled, the speech synthesizer circuit pack (TN725B) is disabled from service.
Do Not Disturb Administration 0 In addition to the following, see the information about printing reports on Page 113.
Feature Descriptions Emergency Access to the Attendant 0 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. This code must be provided to the guest. A parameter is set for the time interval between a handset going “off-hook,” and the placement of an emergency call to the attendant.
Emergency Access to the Attendant Administration 0 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. The recommended value for this field is 10.
Feature Descriptions Required Hardware 0 There is no special hardware required for this feature. Maid Status/Housekeeping Status 0 The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes. These status codes are usually entered by the housekeeping 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.
Maid Status/Housekeeping Status User Operation 0 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). Examples of housekeeping status definitions and procedures for viewing housekeeping status are also included in this document.
Feature Descriptions change feature-access-codes ■ On Page 5 of this form, add feature access codes for each of the housekeeping 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). When working with a PMS vendor, the feature access codes for the housekeeping status need to be coordinated. The PMS will determine the ASCII format that will equate to the feature access code.
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. See the voice messaging system description for more information about voice messaging.
Feature Descriptions Administration 0 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. The PMS vendor should be consulted concerning this setting.
Mixed Extension Numbering Mixed Extension Numbering ! 0 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 "Prefixed Extension Numbering" section), a mixed numbering plan will provide similar functionality.
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 ■ Two-digit FACs by dialing * or # followed by a digit
Mixed Extension Numbering Administration 0 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. For each first digit, you also specify the number of digits the server should expect.
Feature Descriptions Names Registration 0 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. Read the "Check-In/Check-Out" section for a complete description of what happens during the check-in and check-out processes.
Names Registration User Operation 0 There is no special user operation required for this feature. Administration 0 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. change station XXXX (XXXX is the guest room number) ■ If you are not using the PMS Names Registration feature, you can input the names manually through server administration.
Feature Descriptions Prefixed Extension Numbering ! 0 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. A Prefixed Extension (PEXT) is made up of a prefix (a first digit) and an extension number with up to five digits.
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. If the prefix digit is not dialed, the call will not complete, since the dialed digits do not match the dial plan.
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. Extensions are numbered the same as the room: room 429 would be extension 6429, and room 1234 would be extension 71234. ■ Toll calling access by dialing TAC 8. ■ Local calling by dialing ARS FAC 9.
Prefixed Extension Numbering User Operation 0 There is no special user operation required for this feature. Administration 0 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.
Feature Descriptions Property Management System (PMS) Interface 0 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 terminal is usually located at the front desk with the attendant console.
Property Management System (PMS) Interface ■ Status inquiry (checks on status of data link) ■ Room data image (occupied/vacant, message waiting lamp status, controlled restriction level) ■ Room change.
Feature Descriptions User Operation 0 The user operation for the PMS features is documented in the PMS documentation. 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).
Property Management System (PMS) Interface Feature Server Only With PMS Message Waiting Notification Activated via console button Activated via PMS terminal Normal, Transparent, or ASCII Mode Names Registration Activated via administration with TERRANOVA ECS Administration Activated via PMS terminal Transparent or ASCII Mode Room Change/Swap and Guest Information Input/Change Activated via administration with TERRANOVA ECS Administration Activated via PMS terminal Normal, Transparent, or ASCII M
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. — PMS Protocol Mode Enter Normal or Transparent to identify the mode of the message protocol and the message set used between the communications server and the PMS.
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. The recommended setting is 5. Consult the PMS vendor about this setting.
Feature Descriptions Recorded Announcements 0 The Recorded Announcements feature allows you to create several different recorded announcements for wakeup calls and Direct Access Calling procedures. For example, you may want to have different messages for different times of day. For early morning wakeup calls, you can advertise breakfast at your coffee shop. For afternoon wakeup calls, you can advertise dinner at your restaurant.
Recorded Announcements 3. Press 1 and record after the tone. Hang up, press switchhook when finished. 4. Dial the extension number of the announcement you just recorded. 5. Listen to the recording. If you need to re-record the message, repeat Steps 1 through 3. 6. If the message is satisfactory, hang up and repeat Steps 1 through 3 to record the rest of the messages.
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: — external — This is entered when an auxiliary trunk circuit pack is used to interface to other recorded announcement equipment, such as the Audichron announcements.
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 terminal user can input wakeup calls and Do Not Disturb requests manually.
Feature Descriptions Room Change/Swap 0 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. This feature is provided solely by the PMS and cannot be done efficiently from the communications server.
Room Occupancy Room Occupancy 0 The Room Occupancy feature enables the attendant console to display the current occupancy status of rooms. The Room Occupancy feature provides information on guest room availability without the requirement for a PMS. When the Occupd Rooms button on the attendant console is pressed, the console displays a message indicating that it is in the occupied room mode.
Feature Descriptions Required Hardware 0 There is no special hardware required for this feature. Server/INTUITY/PMS Link Integration 0 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. Traditionally, three physical links are required to transmit these messages between each system.
Server/INTUITY/PMS Link Integration GuestWorks server TN765 PI Digital Port Without Link Integration Intuity Lodging IDI Data Module GPSync Equinox TTYsac Equinox TTYsab Voice Messaging Call Accounting Server PMS GuestWorks server TN765 PI Digital Port With Link Integration Intuity Lodging IDI Data Module GPSync Equinox TTYsac Equinox TTYsab Voice Messaging Call Accounting Server PMS 90 Issue 1 April 1997
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 transactions, and updates the Lucent INTUITY as soon as the server-to-INTUITY link is back up.
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.
Feature Descriptions Administration 0 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. Required Hardware 0 There is no special hardware required for this feature.
Terminal Translation Initialization Terminal Translation Initialization 0 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. Telephones can be added as you need them and then disabled after your guests are finished with them.
Feature Descriptions 2. Dial the security code __________. You hear another dial tone. ■ 3. Dial the extension number being used for that telephone. You hear confirmation tone if the change was accepted. ■ 4. Disconnect the telephone from the wall jack. Administration 0 change system-parameters customer-options ■ 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.
Trunk Identification Required Hardware 0 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 0 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.
Feature Descriptions Voice Messaging 0 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. This platform also supports the Lucent INTUITY Lodging Call Accounting.
Voice Messaging Administration 0 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 numbers must be reserved as voice messaging ports. These numbers cannot be used for anything else. ! SECURITY ALERT: Always restrict the voice port COR to Outward Restriction and use an FRL of 0 to prevent unauthorized calls from being made using the voice messaging system.
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 — Group Extension — this is the telephone number guests and employees use to access their messages; you will have one number for guest access and one number for employee access — Group Type — enter ucd — COR — enter a COR number — Queue Length — enter the total number of voice ports ■ On Page
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 — Destination Digits — enter eia — DTE/DCE — enter DTE — Identification — enter audix — Clocking — enter internal change communication-interface processor-channels ■ On Page 4 of this form, add information for Processor Channel 59 in the following fields: — Appl — ente
Hardware Descriptions 0 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).
GuestWorks server GuestWorks server 0 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.
Hardware Descriptions SCC Hardware 0 The SCC design consists of a single circuit pack carrier installed in a small cabinet. 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. There are two different cabinets used to support the SCC offer: ■ Basic control cabinet (J58890L) ■ Port cabinet (J58890H).
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).
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 telephones is 15,200 feet (4633 m). The distance limit for the 8100-series telephones and the 9100-series telephones (not supported in the United States) is 12,000 feet (3657 m).
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 telephones is 15,200 feet (4633 m).
Hardware Descriptions Attendant Console 0 The GuestWorks server solution provides one Lucent Technologies Model 302B or 302C attendant console per site for use at the front desk. The server supports more than one attendant console, but most attendant console procedures can be done from a backup voice terminal.
Voice Terminals Model 8102 0 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 0 The Model 8403 is a digital multiappearance voice terminal. It has three call appearances and 12 programmable feature buttons. Model 8410 0 The Model 8410 is a digital multiappearance voice terminal. It has ten call appearance/feature buttons.
Hardware Descriptions Recorded Announcement Equipment 0 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.
Printers Printers 0 Printers used with the server must have a serial interface. Some Lucent Technologies printers that operate with GuestWorks include: ■ Model 470 ■ Model 475 ■ Model 572 (for journal/schedule reports only) ■ Model 573 ■ Model 5310 ■ Model 5320.
Hardware Descriptions Property Management System 0 The PMS hardware is provided by vendors that have produced equipment that conforms to the DEFINITY Enterprise Communications Server (ECS), GuestWorks server, and System 75 PBX Property Management System Interface Specifications, (555-231-601).
Voice Messaging and Call Accounting System Voice Messaging and Call Accounting System 0 The GuestWorks server integrated solution uses the Lucent INTUITY Lodging Voice Messaging and Lucent INTUITY Lodging Call Accounting. These applications are supported on the Lucent INTUITY MAP/5 platform.
Reports 0 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 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.
Reports list do-not-disturb group DO NOT DISTURB GROUP COR 5 12 10 Until 9:30 AM 3:15 PM 6:00 PM list wakeup incomplete WAKEUP INCOMPLETIONS Extension 3315 3315 3315 Time of Attempts 02:30 PM 02:35 PM 02:40 PM list wakeup requests WAKEUP REQUESTS Extension 3311 2247 1435 Time 04:45 AM 05:30 AM 08:00 AM Issue 1 April 1997 115
Administration Reports list wakeup station 4565 WAKEUP STATION AUDIT Extension = 4565 Event request change cancel incompl answer request Reason ok ok ok noanswer ok ok Time 6:45 AM 7:00 AM 7:15 AM 7:15 AM 7:20 AM 8:00 AM Orig Exten 4565 4565 4565 Attempt Swap Exten Skip Time 1 2 2 list emergency EMERGENCY ACCESS CALLS 116 Extension Event Type of Call Time 3315 3355 3350 7000 7400 7001 7104 attd night service call abandoned call completed call abandoned call completed attd night service crisi
Reports list integrated-annc-boards Board Location: 01A07 Internal Number 1 2 3 4 5 6 7 8 INTEGRATED ANNOUNCEMENTS Time Remaining at 32 Kbps: 187 Announcement Extension 4800 4801 4802 Name Greeting Dinner Breakfast Length in Seconds 5 20 17 Rate 32 32 32 status station 1005 GENERAL STATUS Type: Extension: Port: Call Parked? Ring Cut Off Act? CF Destination Ext: 2500 1005 01B0601 no No Service State: Download Status: SAC Activated? User Cntrl Restr: Group Cntrl Restr: in-srv/on-hook not-applicable
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). The report will be printed on the SAT printer. To print on the system printer, add the command sched after the report command string.
Reports Journal/Schedule Printer 0 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.
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 — Room status message from PMS ■ PMS link out — The PMS link is out of service ■ PMS prot vio — The PMS sustained a protocol violation. The following table summarizes which printer types report which status events.
Index Numerics C 8101 Telephone, 107 8102 Telephone, 108 8403 Voice Terminal, 108 8410 Voice Terminal, 108 8434 Voice Terminal, 108 Call Accounting, 32, 112 Call Coverage, 34 Call Park, 37 Calls in Queue Warning, 14 CDR, 32 Check-In, 38 Check-Out, 38 Client Room, 40, 56 Class of Service, 40 Console Permissions, 15 Controlled Restrictions, 41 Conventions, 3 COS, 40 Coverage Path, 34 Crisis Alert, 16 A Administration Terminal, 109 Answer Back, 37 ARS, 24 Analysis, 17 ASCII Data, 10 Attendant Backup, 11,
Index Emergency Alert, 16 L F Facility Restriction Level, 24 Failed Wakeup, 27 FAX Messaging, 97 Feature Access Codes, 5 FRL, 24 Link Integration, 89 Administration, 93 Log Printer, 118 M Glossary, 121 Maid Status, 63 Message Waiting Lamp, 65 Notification, 65 Mixed Extension Numbering, 68 H N Hardware Descriptions, 101 Homisco, 32 Housekeeping Status, 63 Names Registration, 71 Normal Mode, 78 G O I Occupied Status, 88 Integrated Announcement Circuit Pack, 27, 86 Interdigit Timeout, 69, 75 INTU
Index Property Management System, 77, 111 R Recorded Announcements, 83, 109 Related Documents, 6 Reports Printer, 118 System Administration, 113 Room Change, 87 Occupancy, 88 Status Definitions, 64 Swap, 87 S Schedule Printer, 119 Server/INTUITY/PMS Link Integration, 89 Speech Synthesizer, 26, 59, 86 Split Swap, 21 System Administration, 113 TN796B, 106 Tones, 5 Transparent Mode, 78 Transtalk Telephone, 108 Trunk Answer Any Station, 12 TTI, 94 V Voice Mail, 66, 97, 112 Voice Terminals, 107 W Wakeup Ac
Index 124 Issue 1 April 1997
