Lucent Technologies Guestworks Server server Issue 3.0 Owner's manual

GuestWorks™ server Issue 3.0
Feature Descriptions
555-231-207
Comcode 107998403
Issue 1
April 1997

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, infor-
mation is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications sys-
tem by an unauthorized party, for example, persons otherthan your
company’s employees, agents, subcontractors, or persons working
on your company’s behalf. Note that there may be a risk of toll
fraud associated with your telecommunications system and, if toll
fraud occurs, it can result in substantial additional charges for your
telecommunications services.
You and your system manager are responsible for the security of
your system, such as programming and configuring your equip-
ment to prevent unauthorized use. The system manager is also
responsible for reading all installation, instruction, and system
administration documents provided with this product in order to
fully understand the features that can introduce risk of toll fraud
and the steps that can be taken to reduce that risk. Lucent Technol-
ogies does not warrant that this product is immune from or will
prevent unauthorized use of common-carrier telecommunication
services or facilities accessed through or connected to it. Lucent
Technologies will not be responsible for any charges that result
from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you
need technical support or assistance, call the Lucent Technologies
National Customer Care Center support line at 1-800-643-2353.
Outside the continental United States, contact your local Lucent
Technologies authorized representative.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and
found to comply with the limits for a Class A digital device, pursu-
ant to Part 15 of the FCC Rules. These limits are designed to pro-
vide reasonable protection against harmful interference when the
equipment is operated in a commercial environment. This equip-
ment generates, uses, and can radiate radio frequency energy and,
if not installed and used in accordance with the instruction manual,
may cause harmful interference to radio communications. Opera-
tion of this equipment in a residential area is likely to cause harm-
ful interference, in which case the user will be required to correct
the interference at his own expense.
Part 68: Network Registration Number. This equipment is regis-
tered with the FCC in accordance with Part 68 of the FCC Rules. It
is identified by FCC registration number AS593M-13283-MF-E,
ringer equivalence 3.0A.
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio
noise emissions set out in the radio interference regulations of the
Canadian Department of Communications.
Trademarks
DEFINITY, MERLIN, TERRANOVA and AUDIX are registered
trademarks of Lucent Technologies.
GuestWorks and INTUITY are trademarks of Lucent Technologies.
Teledex is a registered trademark of Teledex Corporation.
Ordering Information
Write or Call:
Lucent Technologies BCS Publications Center
P.O. Box 4100, Crawfordsville, IN 47933
Voice 1-800-457-1235 Intl Voice [phone]
Fax [phone] Intl Fax [phone]
Order: Document No. 555-231-207
Comcode 107998403
Issue 1, April 1997
For more information about Lucent Technologies documents, refer
to the section entitled “Related Documents” in “About This Docu-
ment.”
GuestWorks server Support
To receive support on your GuestWorks server, call
1-800-242-2121. Outside the continental United States, contact
your local Lucent Technologies authorized representative. To
receive support for Teledex room telephones, call 1-813-824-6003.
European Union Declaration of Conformity
Lucent Technologies Business Communications Systems declares
that GuestWorks equipment specified in this documentconforms to
the referenced European Union (EU) Directives listed below:
Single-Carrier Cabinet (SCC), AC Powered with 25 Hz ring gener-
ator
EMC Directive 89/336/EEC
Low Voltage Directive 73/23/EEC
The “CE” mark affixed to
the equipment means that it
conforms to the above
Directives.
Comments
To comment on this document, return the comment form.
Lucent Technologies Web Page
The World Wide Web home page for Lucent Technologies is
http://www.lucent.com
Acknowledgment
This document was prepared jointly by the Lucent Technologies
Customer Training & Information Products Organization and the
BCS Product Documentation Development group, Bell Laborato-
ries, Denver, CO 80234-2703.

Contents
Issue 1 April 1997 i
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
■Client Room Class of Service 40
■Controlled Restrictions 41

Contents
ii Issue 1 April 1997
■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 88
■Server/INTUITY/PMS Link Integration 89
■Terminal Translation Initialization 94
■Trunk Identification 96
■Voice Messaging 97

Contents
Issue 1 April 1997 iii
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 118
Index 121

Contents
iv Issue 1 April 1997

Issue 1 April 1997 1
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)
— Busy Verification
— Call Accounting
— Call Coverage
— Call Park
— Check-In/Check-Out
— Client Room Class of Service

2Issue 1 April 1997
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 Initialization
— Trunk Identification
— Voice Messaging
■Hardware Descriptions
■Reports

Issue 1 April 1997 3
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 3.0 Hospitality Operations
, (555-231-741).
■New features have been added, such as Attendant Split Swap, Dual
Wakeup, Dial by Name, and Wakeup Activation via Tones.
■To change the command path structure to match existing DEFINITY
products.
Conventions 0
The following conventions are used in this document:
■The terms “attendant console” and “backup voice terminal” are used in
this document. The attendant console is the Model 302B, 302C, or PC
console that is usually found at the front desk. The backup voice terminal
can be either a Model 8410 or Model 8434 voice terminal with atten-
dant-type feature buttons. Other multiappearance voice terminals can be
used, but the preferred models are the 8410 and 8434.

4Issue 1 April 1997
Conventions
■Buttons you press on the console or backup voice terminal are shown as
follows:
The buttons shown in this document use label designations provided by
Lucent Technologies. Since the button labels can becustomized for each
site, some button labeling may have different designations.
Some button labels, such as , span two lines. Because of line
spacing in this document, they are shown across one line of text, such as
.
■Administration command paths and options you enter in the administra-
tion fields are shown as follows:
change system-parameters hospitality
■Field names shown on the administration screens are shown as follows:
Extension of PMS
■The term “dial keypad” refers to the touch-tone keypad where you dial
(enter) telephone numbers and feature access codes.
■When a procedure refers to a “room number,” the procedure is referring
to the extension number of the room. Extension numbers and room num-
bers do not always match.
■Times entered for features, such as Automatic Wakeup and Do Not Dis-
turb, must consist of the hour followed by minutes in a multiple of 5 min-
utes; minute entries that do not meet this requirement will be rounded off
by the server to the nearest multiple of 5. For example, to enter
7:00 a.m., dial . To enter 11:30 a.m., dial . To
enter 10:15 p.m., dial .
Times entered in the range from 13:00 to 00:59 represent 1:00 p.m. to
12:59 a.m. Times entered in the range from 01:00 and 12:59 could
represent either a.m. or p.m., so the server prompts you to designate the
correct time.
In all of the procedures where you enter the time of day, 12:00 a.m. is
midnight and 12:00 p.m. is noon.
Release
Serial
Call
Serial Call
0
7
0 0 1 1 3 0
2 2 1 5

Issue 1 April 1997 5
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.
— Confirmation tone — a three-burst tone you hear after success-
fully using a feature access code.
— Intercept tone — a high-to-low tone you hear when a call or fea-
ture access code is not accepted.
■The following table lists the features described in this document. Ask your
administrator for these codes and write them down in this table.
Feature Feature Access Code
Announcement
Terminal Translation Initialization
Activation
Deactivation
Security Code
Trunk Answer Any Station
Verify Wakeup Announcement

6Issue 1 April 1997
Related Documents
Related Documents 0
■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
■555-231-601 — DEFINITY
®
Enterprise Communications Server (ECS),
GuestWorks™ server, and System 75 PBX Property Management
System Interface Specifications
■555-231-735 — DEFINITY
®
Business Communications System and
GuestWorks™ server Issue 3.0 Console Quick Reference
■555-231-741 — GuestWorks™ server Issue 3.0 Hospitality Operations
■555-231-777 — GuestWorks™ server 8403 Voice Terminal Quick
Reference
■555-231-780 — GuestWorks™ server 8410 Voice Terminal Quick
Reference
■555-231-783 — GuestWorks™ server 8434 Voice Terminal Quick
Reference
■555-231-801 — DEFINITY
®
Business Communications System and
GuestWorks™ server Issue 3.0 Documents
(CD)
■585-310-234 — INTUITY™ Lodging Property Management System
Specifications

Issue 1 April 1997 7
FeatureDescriptions 0
General Information 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).
■ASCII data over the server-to-PMS to provide flexibility and compatibility
with a larger base of PMS vendors
■Attendant Backup for answering overflow calls to the attendant console
■Attendant Crisis Alert to notify hotel personnel when someone has called
the local emergency service agency, such as dialing 911
■Automatic Route Selection (ARS) and World Class Routing (WCR) that
assures you that your guests’ calls are being routed over the lowest cost
facility providing a larger margin on telephone service to the hotel
■Guest-activated or attendant-activated Automatic Wakeup service; this
feature provides time-of-day wakeup announcements using a speech
synthesizer circuit pack, customized messages using an integrated
announcement circuit pack, and dual wakeup calls
■Guest-activated Automatic Wakeup when no speech synthesizer circuit
pack is installed; guests use call progress tones to enable one or two
wakeup calls
■Busy verification of trunk facilities to ensure that all outside lines are
available for your guests and staff

8Issue 1 April 1997
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
■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 to the front desk, or access to other services and information
■Guest- or attendant-activated Do Not Disturb service
■Emergency Access to the Attendant from a guest room by going off hook;
after a short interval an alarm will ring at the attendant console and dis-
play the room number
■Maid status for each room displayed on the attendant console
■Message Waiting lamps, either LED or neon, on guest room telephones
■Names Registration from the PMS (if available)
■Server/INTUITY/PMS link integration to provide standard message deliv-
ery between the Lucent INTUITY and the PMS by sending the message
through the server
■Meeting room telephone service (without concern about telephone fraud
when the rooms are vacant) by using the Terminal Translation Initializa-
tion (TTI) feature
■Trunk identification to troubleshoot bad connections
■Secure Lucent INTUITY Lodging voice messaging system where guests
can retrieve messages up to 24 hours after checkout
■Connectivity to compatible PMS products
■Lower-cost local and long distance by using bulk digital facilities in place
of individual trunk lines
■Answer detection to provide more accurate long distance call records

Issue 1 April 1997 9
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® ECS Administration software to gain access to
the server administration.

10 Issue 1 April 1997
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.
Through administration, the server can now use this new ASCII message set
exclusively instead of the mixed BCD/ASCII message set.
This ASCII message set makes the GuestWorks
server more flexible. The
server still works with existing PMS vendors who use a combination of BCD and
ASCII, but now also works with newly-developed PMS products that support
ASCII guest data.
For more information about the message set and guest data specifications, see
DEFINITY Enterprise Communications Server (ECS), GuestWorks server, and
System 75 PBX Property Management System Interface Specifications,
(555-231-601).
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 and yin the ASCII mode? field.

Issue 1 April 1997 11
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. Contact your PMS vendor and
request upgraded software that complies with the ASCII-only guest data mes-
sage set as documented in
DEFINITY Enterprise Communications Server
(ECS), GuestWorks server, and System 75 PBX Property Management System
Interface Specifications,
(555-231-601).
Attendant Backup 0
The Attendant Backup feature allows you to access most attendant console fea-
tures from one or more specially-administered multiappearance voice terminals.
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. You can then process the
calls as if you are at the attendant console. Procedures for basic feature
operation are documented in the quick reference guides for each voice terminal.
NOTE:
The Attendant Backup features cannot be used from guest rooms admin-
istered as “client” rooms even if they have a multiappearance voice termi-
nal.

12 Issue 1 April 1997
Attendant Backup
When the attendant console is in the day mode (the 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 and the
lamps go on. You can press the button to see how long
the call has been waiting, but you cannot answer the call. The lamp
starts flashing when the time in queue warning level has been reached (this is
usually set for 15 seconds). When the calls waiting in queue threshold has been
reached, the backup voice terminals will beep every 10 seconds as long as the
number of calls waiting stays above the threshold. You can then answer calls
using the Trunk Answer Any Station (TAAS) feature access code _____ or an
automatic dialing button administered with that feature access code.
When the attendant console is in the night mode (the lamp is on), all calls
to the attendant console immediately beep at the backup voice terminals and
the and the lamps go on. You can then answer calls
using the TAAS feature access code _____ or an automatic dialing button
administered with that feature access code.
You can also install an external ringing device that sounds whenever the
attendant queue limit is reached and when calls can be answered with the TAAS
feature access code. This is an optional feature.
User Operation 0
The Attendant Backup feature has no specific user operation procedures. The
user operation for basic console features using the attendant console or a
backup voice terminal is documented in
DEFINITY Business Communications
System and
GuestWorks server Issue 3.0 Console Quick Reference,
(555-231-735). The user operation for hospitality features is documented in
GuestWorks server Issue 3.0 Hospitality Operations, (555-231-741). For basic
voice terminal operation, see the quick reference guide for the voice terminal.
Night
Queue Calls
Queue Time
Queue Time
Queue Time
Night
Queue Calls
Queue Time

Issue 1 April 1997 13
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. Those include the following:
— ext-dn-dist
— auto-wkup
—night-serv (only one backup voice terminal can have this button)
— ringer-off
—check-in
—check-out
—busy-ind (assign a busy indicator button for the attendant console
extension and for the extensions of other backup voice terminals)
change attendant X (Xis the console number; usually 1)
■Use this form to administer the attendant console parameters. On Page 1
of this form, the console Type field must be set to principal.
change feature-access-codes
■Use this form to add the Trunk Access Any Station feature access code.
This feature is used to answer attendant calls that overflow the attendant
call waiting queue.

14 Issue 1 April 1997
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 1if 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.
■The Ext Alert Port (TAAS) field must have an analog circuit
equipment location administered even if you do not have external
ringing equipment connected to the circuit. This is required to
allow the Attendant Backup feature to work properly.
■The No Answer Timeout controls when ringing at the console
will stop after a call is waiting in queue. When the timeout occurs,
the console stops ringing, but the call can still be answered. A
good value to begin with is 10.
■The Alerting field controls the timeout limit before the console
automatically goes into Night mode and Position Busy when calls
are not answered. This is a good feature to administer in the situa-
tion where the attendant takes a break or leaves at the end of the
day, and forgets to put the console into Night service. For exam-
ple, if the No Answer Timeout field is set to 10 seconds and the
Alerting field is set to 10 seconds, the following occurs: a call
rings at the console, after 10 seconds the console ringing shuts
off, the call continues to queue for 10 seconds, then the console
goes into Night mode and Position Busy. The call can now be
answered from a backup voice terminal.