Avaya Enterprise Communications Server - Manuals

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 2 About This Document The hospitality services are described in this document for the system managers, attendants, and front desk personnel who use the services and explain the proced...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 3 About This Document The buttons shown in this document use default label designations. Since the button labels can be customized for each site, some button labeling may have differe...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 4 About This Document — Confirmation tone — a three-burst tone you hear after successfully using a feature access code. — Intercept tone — a high-to-low tone you hear when a call or f...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 5 Hospitality Services Overview Hospitality Services Overview Keeping guests satisfied is the key to a successful lodging establishment, and providing full guest services through up-t...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 6 Hospitality Services Overview An important feature of the switch is the ability to activate Do Not Disturb. This feature assures that Do Not Disturb will turn off at the predetermin...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 7 Hospitality Services Overview Messaging Services When a guest has a message, the message waiting lamp on a guest’s telephone can be turned on by the I NTUITY Lodging messaging syste...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 9 Guest Operations Guest Operations Guests can schedule wakeup calls for themselves, block unwanted incoming calls, make emergency calls, and retrieve voice and fax messages from thei...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 10 Guest Operations With Speech Synthesizer Provide the following procedures to your guests for activating and deactivating a wakeup call. NOTE: Guests cannot enter two wakeup calls w...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 11 Guest Operations Change or Delete Your Wakeup Call 1. Pick up the handset of your telephone, and press the wakeup button, or enter the Automatic Wakeup Call feature access code ___...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 12 Guest Operations 3. Hang up the telephone. 4. If you wish to have a second wakeup call, pick up the handset of your telephone and press the wakeup button, or enter the Automatic Wa...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 13 Guest Operations 5. Press the * button, followed by the # button. ■ You will hear confirmation tone (three short tones, followed by silence). 6. Hang up the telephone. Do Not Distu...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 14 Guest Operations Change or Cancel a Do Not Disturb Request(Feature Dial Access Code) 1. Pick up the handset of your telephone and enter the Voice Do Not Disturb feature access code...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 15 Guest Operations Retrieving Messages Usually, guests will retrieve their voice messages from their rooms, but they may also need to retrieve their messages from other guest rooms, ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 17 Guest Operations If no keys are pressed, the current message is saved (if the system is administered to save old messages), and the new one is played. To keep your mailbox space fr...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 18 Guest Operations Recording a Personal Greeting NOTE: To use this feature, the I NTUITY Lodging system must have software Release 1.1 or later. 1. Call the message retrieval telepho...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 19 Guest Operations Changing Your Password At check-in, you were assigned a 4-digit password to use when retrieving your messages while away from your room. NOTE: To use this feature,...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 20 Guest Operations Dial by Name If you can not remember at which room your associate is staying, you can use the Dial by Name feature to place a call. This feature is only available ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 21 Front Desk Operations Front Desk Operations Almost all operations that are done from a traditional “attendant console” (Model 302 or PC console) can now be done from an Attendant B...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 22 Front Desk Operations Attendant Backup The Attendant Backup feature allows you to access most attendant console features from one or more specially-administered multiappearance tel...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 23 Front Desk Operations Check-In/Check-Out Use the following procedures to check hotel guests in and out. If your switch has a PMS that supports check-in and check-out, use this feat...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 24 Front Desk Operations Assigning DID Numbers to Guest Rooms Two methods can be used to assign a Direct Inward Dialing (DID) number to a guest’s room: ■ Automatic selection of DID nu...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 25 Front Desk Operations Checking in a Guest Room and Assigning a DID Number Automatically An automatic assignment of a DID number to a guest room allows a guest to have a phone numbe...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 26 Front Desk Operations If you try to assign a VIP DID that is already in use, the following displays: Viewing DID Number Assignments To find out what DID number is assigned to a roo...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 27 Front Desk Operations 6. When the display shows the number that you want to use, press the # button. The following displays: Changing to a New VIP DID Number NOTE: Please keep in m...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 28 Front Desk Operations Suite Check-In Suite Check-In allows you to have the switch automatically check-in more than one phone, associated with the same room, with one check-in comma...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 29 Front Desk Operations Check-Out When a guest checks out, the room’s status changes to vacant, and the room’s telephone controlled restriction changes to Outward Restriction. This a...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 30 Front Desk Operations Automatic Wakeup Wakeup calls can be activated by guests from their own rooms, or by front desk personnel using the attendant console or a backup telephone. D...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 31 Front Desk Operations ■ Customized announcements recorded on the Audichron recording device which delivers sales pitches for various hotel functions along with the wakeup call. Aud...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 32 Front Desk Operations User Operation Wakeup requests can be entered, changed, and canceled from the console or backup telephone. Wakeup announcements can use a standard announcemen...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 34 Front Desk Operations Dual Wakeup To add or change a wakeup call when the Dual Wakeup feature is enabled, do the following: 1. Press the Auto wakeup button. ■ The Auto Wakeup lamp ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 35 Front Desk Operations 6. If you want to use a different wakeup message, enter the wakeup message number. NOTE: You cannot specify a different wakeup message when setting up a wakeu...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 36 Front Desk Operations 11. Press the # button to confirm the wakeup request. ■ One of the following displays: This indicates that the wakeup procedure was successful. This indicates...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 37 Front Desk Operations Daily Wakeup Daily Wakeup allows a guest to request a wakeup time that will be delivered the same time every day until canceled or changed. To add a daily wak...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 39 Front Desk Operations VIP Wakeup VIP Wakeup provides the hotel the option of placing a personal call to awaken a special guest, rather than awakening that guest with a standard ann...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 41 Front Desk Operations 12. Press the flashing VIP-Wakeup lamp to place a priority call to guest Mike Jones. ■ The VIP-Wakeup lamp goes out, and the VIP-Retry lamp begins to flash. ■...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 42 Front Desk Operations Canceling Wakeup Calls Once a wakeup call has been successfully delivered, the request is canceled automatically. However, you can cancel a wakeup call manual...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 43 Front Desk Operations Failed Wakeup Notification A wakeup call rings for 30 seconds at a guest’s telephone. If the wakeup call is not answered after three attempts (the attempts ar...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 44 Front Desk Operations Controlled Restrictions The Controlled Restrictions feature allows you to activate different types of calling restrictions on guest room telephones. The restr...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 46 Front Desk Operations 3. After hearing the second dial tone, enter the room number. ■ A confirmation tone indicates that the restriction was activated. An intercept tone indicates ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 47 Front Desk Operations Activate Controlled Restriction for a Group of Rooms To activate a controlled restriction for a group of rooms, do the following: ! CAUTION: If you use this f...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 48 Front Desk Operations Cancel Controlled Restriction for a Group of Rooms To deactivate a controlled restriction for a group of rooms, do the following: 1. Press the start button or...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 50 Front Desk Operations 4. You will hear dial tone a third time. After hearing the third dial tone, enter the extension number of the station whose COR value is to be changed. You wi...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 51 Front Desk Operations 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 ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 52 Front Desk Operations Activate Do Not Disturb for One Room NOTE: Do Not Disturb cannot be activated using the PC console. To add or change a Do Not Disturb request, do the followin...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 53 Front Desk Operations 5. Press the # button to confirm the Do Not Disturb request. ■ One of the following displays: This indicates that the Do Not Disturb procedure was successful....

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 54 Front Desk Operations Activate Do Not Disturb for a Group of Rooms A typical application of this procedure is applying Do Not Disturb to a group of conference rooms where meetings ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 55 Front Desk Operations 5. Press the # button to confirm the Do Not Disturb request. ■ One of the following displays: This indicates that the Do Not Disturb procedure was successful....

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 56 Front Desk Operations Message Waiting Notification You can notify a guest that a message is waiting by turning on the message waiting lamp on that guest’s telephone. The guest retr...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 57 Front Desk Operations PMS Alarms You may have a p ms alarm button assigned to your attendant consoles and backup telephones. If the link between the switch and the PMS goes down, t...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 58 Front Desk Operations Maid Status, Housekeeping Status, andRoom Occupancy The Maid Status/Housekeeping Status feature records the status for up to six housekeeping codes. These sta...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 59 Front Desk Operations User Operation The user operation for updating and viewing housekeeping status using the PMS is given in the PMS documentation. You can check the current stat...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 60 Front Desk Operations early morning wakeup calls, you can advertise breakfast at your coffee shop. For afternoon wakeup calls, you can advertise dinner at your restaurant. These an...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 61 Front Desk Operations The Announcements circuit pack has the following recording time limits based on the sampling rate used: ■ 8 minutes, 32 seconds at 16 kHz ■ 4 minutes, 16 seco...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 63 Voice Messaging Operations Voice Messaging Operations To assist a guest when retrieving his or her voice messages, there are a few procedures that you will do regularly. These proc...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 66 Voice Messaging Operations Restoring a Deleted Voice Message Deleted voice messages are stored until midnight of the day they were deleted, except for messages deleted after 11:00 ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 67 Voice Messaging Operations 7. Enter either the guest’s password or the attendant password. ■ If you hear “Last deleted message has been restored,” listen for the message “Ready for...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 69 Call Accounting Operations Call Accounting Operations This section gives you the procedures used to perform the following INTUITY Lodging Call Accounting operations: ■ Night Audit ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 71 Call Accounting Operations 8. Press the 2 button to run and print the current cumulative report. 9. While the report is running, press the c button to clear the cumulative report. ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 72 Call Accounting Operations 5. Press the 2 button to set the Range for the reports. 6. Press the c button to enter a start date and an end date. Use the MMDDYY format. 7. Enter a st...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 73 Call Accounting Operations Deleting Call Records To save space and to reduce confusion over old information, you should delete old call records on a regular basis. This should be d...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 75 Housekeeping Staff Operations Housekeeping Staff Operations Housekeepers can update housekeeping status information in two ways: ■ Using telephones in guest rooms ■ Using designate...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 76 Housekeeping Staff Operations Status Codes Although the housekeeping status codes may be defined to represent any of several different states, here is a suggested way to use the di...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 77 Housekeeping Staff Operations 3. As you complete various phases in cleaning the room, update the status by repeating steps 1 and 2. If you were told to use a designated telephone (...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 79 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. Ad...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 83 Reports Printer Reports Printer reports keep track of several hospitality events. These reports are used to track patterns of service problems and to keep track of room status. Fro...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 84 Reports The following is an example of a journal printer report: These codes are used to define the status events: ■ AWU — Automatic wakeup events ■ EAT — Emergency access to atten...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 85 Reports The following table summarizes which printer types report which status events. Printer Type Status Events Journal/Schedule 1, 2, 3, 4, 5, 8, 9 Log Only 6, 7, 10 Combined Jo...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 87 Guest Operations Artwork Guest Operations Artwork The following pages contain artwork masters that you can use to create “tent cards” for your guest rooms. These artwork masters co...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 89 Guest Operations Artwork DoNot Disturb New Do NotDisturb Request 1.Press theDo NotDisturb button ordial _______. 2.Enter your desireddeactiv ationtime usingf ourdigits .Press #. 3....

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 91 Guest Operations Artwork Automatic Wakeup -Dual Wakeup 1.Press theW ak eupb uttonor dial_______. 2.Y ou will hearrecall dialtone (threeshor ttones fo llow ed by dialtone). 3.Enter ...

GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 Hospitality Operations 93 Guest Operations Artwork Dialb yName Usethis procedureto callanother guestb ydialing theirname insteadof theirroom number . 1.Dial _____________. 2.F ollow theinstr uctions, andsel...

Index 95 GuestWorks and DEFINITY ECS Release 9Hospitality Operations 555-231-742 Issue 1 November 2000 IN Index Numerics 6408 telep hones , 22 6424 telep hones , 22 8410D telep hones , 22 8434 telep hones , 22 A ad ministrative mailb ox on INTUITY , 63 announc ements , 59 artwork masters , 87 , 88 a...