Avaya Definity BCS and GuestWorks Server Issue 3 Quick Reference Guide
Contents
1. If Attendant Auto Start is on you do not have to press the button or a call appearance button to make a call See Page 24 for an explanation of Auto Start Attendant Tone If Attendant Tone is off you will not hear busy tones dial tones or ringback tones for internal calls Auto Answer If Auto Answer is on incoming calls are answered automatically which means that you do not have to press a call appearance button This feature can be used only when you are using a headset Display Languages The display can show messages in four different languages U S English French Italian and Spanish This is an administrable option Issue 2 April 1997 Basic Operation Activate the Console To use the attendant console you must first activate the console by doing the following 1 Plug in the handset or the headset on either side of the console 2 Ifthe lamp is on press the button m The lamp goes off m The Position Available lamp goes on Deactivate the Console If you do not want anyone using the attendant console after hours do the following to deactivate the attendant console 1 Unplug the handset or the headset m Alllamps on the console go off Issue 2 April 1997 13 Answer Calls Answer Calls 14 To answer calls from guest rooms or from callers outside of the hotel do the following 1 A call comes in to the console You hear a 1 burst repetitive ring The guest name if available2. f Call Forwarding Indicates that a call has been redirected using Call Forwarding ic Intercept Treatment Indicates that an incoming call has been redirected as a result of intercept treatment Issue 2 April 1997 Basic Operation m Id Direct Inward Dialing DID Listed Directory Number LDN Call Indicates that an incoming call came in on the LDN over a DID trunk m rc Recall Call Indicates that a call being held on the console is requesting more help m rt Return Call Indicates that a call transferred to another telephone or parked at an extension was not answered and has returned to the console for processing m s Send All Calls Indicates that a call was redirected because the called party used Send All Calls m Sc Serial Call Indicates a recall to the console when an outside caller is making a series of calls to different guests at the hotel m tc Trunk Control Indicates that a guest attempted to place a call using a trunk that has controlled access Issue 2 April 1997 11 Administrable Features Administrable Features 12 Some of the features on the attendant console are administrable which means that you may or may not be able to use the feature depending on whether the server is administered for that feature The administrable features include the following Attendant Lockout If Attendant Lockout is on you cannot reenter a conference call Attendant Auto Start
3. Conventions Crisis Alert D E Emergency Access to Attendant F Feature Access Codes Forced Release Do agLLAL I H Hold I Integrated Directory Intrusion a L Lamp Test Languages Issue 2 April 1997 53 Index ut ERES M T Make Calls Test Switch Transfer Trunk Group Select Butto N Trunk Identification Night Service O Override P Paging fC S Security Selector Console Serial Calling Split Calls Split Swap Status Lamps 54 Issue2 April 1997
4. Issue 2 A April 1997 9 Call Purpose Indicators The trunk group select buttons have three status lamps associated with each button Control This lamp is on if the trunk group has controlled restrictions administered Warning This lamp is on when some trunks are busy Select an alternate trunk group if possible or use this group if necessary Busy This lamp is on when all the trunks in a trunk group are busy You must select another trunk group or try again later Call Purpose Indicators 10 The fol lowing is a list of call purpose indicators that are displayed when calls are redirected to the attendant console or to a backup voice terminal b or B Busy Indicates that the called guest is busy and the call is redirected by Call Coverage co Controlled Outward Restriction Call Indicates that a guest attempted to make an outgoing call but the room has Outward Restriction applied cs Controlled Station to Station Restriction Call Indicates that a guest attempted to make a call to another guest room but the room has Station to Station Restriction applied ct Controlled Termination Restriction Call Indicates that a guest or an outside caller attempted to make a call to a guest room but the called room has Termination Restriction applied d Don t Answer or Cover Indicates that the guest did not answer the telephone and the call is redirected to the attendant through Call Coverage
5. hasa button m The lamp goes off at the console and at the backup voice terminal that has a button m The Position Available lamp goes on Issue 2 April 1997 Feature Operation Feature Operation This section contains user operation for features used from an attendant console or from a backup voice terminal Attendant Backup The Attendant Backup feature allows you to access most attendant console features from one or more specially administered multiappearance voice terminals The recommended voice terminals are the Lucent Technologies Model 8410 and Model 8434 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 gt NOTE The Attendant Backup features cannot be used from guest rooms administered as client rooms even if they have a multiappearance voice terminal When the attendant console is in day mode the Nignt 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 t
6. and Figure 3 All the feature buttons trunk access buttons and display buttons are on this console The DXS Selector Console allows you to dial a room number and view the busy occupied and maid status for each room 1 Display Buttons These eight buttons are used to control access to the alphanumeric display 2 Call Processing Area This area consists of the dial keypad some fixed status lamps and the Start Cancel and Release buttons You use the Statt button to get an idle call appearance to place a call the Cancel button to cancel a dialing instruction and the button to end a call 3 Handset This is a standard handset with coiled cord and a dual prong phone plug connector The handset can be unplugged from the console and replaced with an amplified headset that also uses a dual prong phone plug connector Issue 2 April 1997 7 Console Layout 8 10 11 Handset Cradle This is where you place the handset when it is not in use If you use a headset the handset cradle can be removed from the console Lamp Test Switch This is a switch under the front panel of the Model 302B console that allows you to test the console lamps The test starts when you press the switch and stops when you release the switch On the Model 302C console you must simultaneously press and hold the Pos Busy and Volume Up buttons to test the console lamps The test starts when you press the butto
7. for the caller You can have a call on hold at each of the six call appearances To place a call on hold do the following 1 While on an active call press the button The On Hold lamp at the call appearance button goes on The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode To return to a held call do the following 1 Press the call appearance button where the call is held The On Hold lamp at the call appearance button goes off The call appearance lamp goes on The Position Available lamp goes off The person who was on hold is reconnected to the console The person s name if available and room number are displayed Issue 2 April 1997 37 Integrated Directory Oe 2 To end the call press the Release button You are disconnected from the call The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode gt NOTE When the On Hold lamp flashes it indicates that the hold time has expired When this happens the console also beeps to indicate that a call needs attention Press the call appearance button and answer the call Integrated Directory 38 The Integrated Directory feature allows you to find guest room numbers listed in the server s on line directory The directory contains an alphabetical listing of names
8. goes blank The Position Available lamp goes on The console returns to the normal operating mode gt NOTE Before the call completes you can press the or button to end the call attempt If you press Cancel you get another dial tone If you press Release the console returns to the normal operating mode Issue 2 April1997 15 Make Calls 16 To make calls to rooms not using the selector console do the following 1 Press the Start button or an idle call appearance button You hear a dial tone The call appearance lamp goes on The Position Available lamp goes off 2 Dial the room number You hear a ringback tone The display shows the dialed number The ringback tone stops when the called party answers 3 To end the call press the button You are disconnected from the call The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode gt NOTE Before the call completes you can press the Or button to end the call attempt If you press Cancel you get another dial tone If you press Release the console returns to the normal operating mode Issue 2 April 1997 Basic Operation Making a call to an outside number requires an outgoing trunk You can access an outgoing trunk in two different ways m You can make a call to an outside number by dialing a code for the Automatic Route Selection fea
9. how the server is administered 3 Announce the incoming call 4 Press the Release button m lf the called station is analog the calling person is put on Call Waiting until the called person picks up the call m Ifthe called station is multiappearance the calling person is connected to an idle appearance where the called person may pick up the call m You are disconnected from the call m The call appearance lamp goes off m The display goes blank m The Position Available lamp goes on m The console returns to the normal operating mode gt NOTE You cannot use the Attendant Intrusion feature if m Astation is on a conference call with the maximum number of conference parties m There is one call already waiting for the called person m Acallis established with Data Privacy activated m Astation in a call is administered with Data Restriction Issue 2 April 1997 41 Loudspeaker Paging m An attendant attempts to intrude on a call on a station that is a forward to point of another station m An attendant attempts to intrude on a busy station where the station is talking to another attendant Loudspeaker Paging 42 The Loudspeaker Paging feature allows you to access loudspeaker paging equipment Nine paging zones and a paging zone to activate all paging zones at the same time can be provided Attendants can page individuals by pressing through Page9 or Page All if provided or by dialing an acces
10. the hacker more ammunition with which to crack your system You can transfer calls to a guest room or to an outside number Some of the reasons to transfer a call include the following m A person on an incoming call from outside the hotel wants to be connected to a guest at the hotel m Aguestcalling the attendant wants to be connected to a guest in another room m Aguest wants to be connected to a number outside the hotel m A person on an incoming call from outside of the hotel wants to be connected to another number outside the hotel on another trunk Issue 2 April 1997 49 Transfer To transfer a call do the following 1 Answer the incoming call Tell the calling person that you are going to transfer their call 2 Press the Start button m You hear a dial tone m The Split lamp goes on 3 Dial the number for the person to whom you want to transfer the call m You hear a ringback tone m The display shows the room number you are calling 4 Use one of the following steps a b c or d to complete the call a To transfer the call press the button as soon as the call starts ringing m The calling person is connected to the ringing phone line m You are disconnected from the call m The lamp goes off m Thecall appearance lamp goes off m The display goes blank m The Position Available lamp goes on m Theconsole returns to the normal operating mode b If you want to announce the call wait for t
11. 3283 MF E ringer equiva lence 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 is a registered trademark of Lucent Technologies GuestWorks is a trademark of Lucent Technologies Ordering Information Write or Call Lucent Technologies BCS Publications Center P O Box 4100 Crawfordsville IN 47933 Voice 1 800 457 1235 Intl Voice 1 317 361 5353 Fax 1 800 457 1764 Intl Fax 1 317 361 5355 Order Document No 555 231 735 Comcode 107883233 Issue 2 April 1997 For more information about Lucent Technologies documents refer to the section entitled Related Documents in About This Document Product Support To receive support on your product call 1 800 242 2121 Outside the continental United States contact your local Lucent Technologies autho rized representative European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that DEFINITY equipment specified in this document conforms to the refer enced European Union EU Directives listed below Single Carrier Cabinet SCC AC Powered with 25 Hz ring generator EMC Directive 89 336 EEC Low Voltage Directive 73 23 EEC The CE mark affixed to the equipment means that it Comments conforms to the above D
12. Lucent Technologies Bell Labs Innovations DEFINITY Business Communications System and GuestWorks server Issue 3 0 Console Quick Reference 555 231 735 Comcode 107883233 Issue 2 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 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 com pany 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 equipment to pre vent unauthorized use The system manager is also responsible for read ing 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 Technologies does not warrant that this product is immune from or will prevent unauthorized
13. You hear a ringback tone m The display shows the dialed number m The Ovride lamp goes off 4 To end the call press the Release button m You are disconnected from the call m The call appearance lamp goes off m The display goes blank m The Position Available lamp goes on m The console returns to the normal operating mode Issue 2 April 1997 45 Recall Recall 46 The Attendant Recall feature allows callers who are part of a conference or two party call being held on the console to recall the attendant for assistance You should treat this as you would treat any other incoming call Users at single line analog telephones must press the button or flash the switchhook to recall the attendant Users at multiappearance voice terminals must press the Conf or Transfer button to recall the attendant To use the Attendant Recall feature do the following 1 When someone requests assistance m The display such as the following indicates that a user is requesting assistance a CONFERENCE 2 ne m The Position Available lamp goes off m The On Hold lamp at a call appearance button flashes 2 To answer the recall press the call appearance button where the On Hold lamp is flashing m The On Hold lamp goes off m Thecall appearance lamp goes on m Theringing stops 3 To end the call press the button m You are disconnected from the call m The call appearance lamp goes off m Th
14. and numbers for both guests and employees gt NOTE This feature is available only when the names are entered via the PMS or through server administration To search for a guest s room number do the following 1 Press integ Dirctry m The lamp goes on Issue 2 April 1997 Feature Operation 2 Dial the keypad digits that correspond to the letters used to spell the name of the person you want to locate You can use either of the formats listed below m Last name first name for example Grimaldi Damian use instead of the comma m Single name of an organization or group for example housekeeping gt NOTE When you dial the keypad digit for the first letter of a name the first name that matches that letter displays on the console or display telephone You can either continue to dial keypad digits to spell the rest of the name or you can use the button to scroll down the alphabetical list of names in the directory 3 If you enter a name that is not found in the directory the display tells you that no corresponding name was found 4 When the desired name is displayed press to call that person 5 To search for another name press again 6 To exit the Integrated Directory press the button The following special conditions apply when you use the keypad digits with the Integrated Directory feature m Use for a space and a comma m Use 7 for the letter Q some keypads are not labeled with
15. and room number are displayed If this is a call from outside your hotel incoming trunk information is displayed The Position Available lamp goes off A call appearance lamp flashes 2 Press the call appearance button where the lamp is flashing The ringing stops The call appearance lamp stops flashing but remains on You are connected to the calling person 3 To end the call press the button You are disconnected from the call The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode Issue 2 April 1997 Basic Operation Make Calls You can make calls to rooms using the normal dial keypad or using the DXS selector console To make outside calls you can use the normal dial keypad or the trunk group select buttons To make calls to rooms using the selector console do the following use room number 7062 as an example 1 Atthe selector console press the hundreds group select button that is marked 7000 This button controls all rooms that start with 70 2 Press the button in the DXS BLF button field A call appearance lamp goes on The Position Available lamp goes off You hear a ringback tone The display shows the dialed number The ringback tone stops when the called party answers 3 To end the call press the button You are disconnected from the call The call appearance lamp goes off The display
16. any voice terminal or telephone that does not have the client room COS m You hear a dial tone 2 Dial the extension number where the call was parked m You are connected to the parked call 32 Issue2 April 1997 Feature Operation Conference The Conference feature allows you to set up a conference call for up to six parties To use the Attendant Conference feature do the following 1 While on an active call press the button m You hear a dial tone m The lamp goes on 2 Call the person you want to add to the conference m You hear a ringback tone 3 After contacting the new person press the button m All parties including the console are connected together m The lamp goes off 4 To add more parties to the conference repeat Steps 1 2 and 3 gt NOTE If you cannot reach one of the called parties press the button to end the attempt and rejoin the existing conference You can remain on the conference call press Hold to place the call on hold or press to drop off the call Issue 2 April 1997 33 Crisis Alert Crisis Alert 34 The 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 Other than the emergency call which can be placed fr
17. buttons to place calls to guest rooms and to determine the status of guest rooms Status Lamps The buttons on the console have status lamps associated with their use These status lamps come on go off or flash as you use the console features When the lamps come on the feature is active When the lamps go off the feature is inactive When the lamps flash three times you have pressed the wrong button or you cannot access the feature at this time There are also some status lamps not directly associated with buttons and they are located next to the dial keypad Calls Waiting This lamp lights when there is one call in the queue Calls Waiting Warning This lamp lights when the attendant calls waiting in queue limit has been reached When this happens the backup voice terminals are alerted The queue limit is an administrable value Individual Calls Waiting This lamp lights when a call is made to the console s individual extension number and the call is in queue to be answered Alarm This lamp lights when the server has detected a failure Follow local procedures if this lamp is lit Alarm Reported This lamp lights when an alarm prompts the server to dial up the remote maintenance center report the alarm and the maintenance center acknowledges the alarm For some installations this remote alarm reporting is not available Position Available This lamp lights when the console is available to handle a call
18. e active on a call press the Stat button m You hear a dial tone m The lamp goes on 20 Issue2 April 1997 Basic Operation 2 Dial the number for the person to whom you may transfer the call m You hear a ringback tone m The display shows the number you are calling 3 After the person answers press the Split Swap button to alternate between the original call and the new call m The SplitSwap lamp goes on and will stay on as long as you alternate between calls 4 Use one of the following steps a b c or d to complete the call a To set up a 3 way connection press the Split button You and the other two callers are connected The Split lamp goes on The display shows a conference call in progress The Split Swap lamp goes off and the button can no longer be used for this call To drop out of the 3 way connection press Release You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode Issue 2 April 1997 21 Split Swap 22 b To transfer the call press the Split button this joins all three parties together followed by the Release button You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console retur
19. e display goes blank m The Position Available lamp goes on m Theconsole returns to the normal operating mode Issue 2 April 1997 Feature Operation Serial Calling The Serial Calling feature allows incoming trunk calls that you have transferred to a guest room to automatically recall the console after the guest hangs up You can then transfer the call to another guest room To use the Serial Calling feature do the following 1 Answer the call the same way you would answer any other incoming call 2 Press the button The lamp goes on 3 Press the button You hear a dial tone The lamp goes off The lamp goes on 4 Dial the number for the person to whom you want to transfer the call You hear a ringback tone The display shows the room number you are calling 5 Press the button as soon as the call starts ringing The calling person is connected to the ringing phone line You are disconnected from the call The lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode Issue 2 April 1997 47 Serial Calling 6 When the called person hangs up on the calling person the calling person is automatically routed back to the console m You hear a 1 burst repetitive ring m The display identifies the incoming call as a serial call a co to front desk sc m The Position Available
20. e on an active call and you dial digits on the keypad the console automatically splits the call and begins dialing the next call When the Auto Start feature is enabled the button is disabled To disable the Auto Start feature use the Don t Split feature This allows the server to send the digits you dial to the other end Use the Don t Split feature if you need to send touch tone digits to the far end to pick up answering machine messages when Auto Start is administered Auto Start To use the Auto Start feature do the following 1 To extend transfer an active call to another guest room begin dialing the digits of the other room number m The active call is automatically split away from the console 2 Press the button to transfer the call Don t Split 24 To use the Don t Split feature do the following 1 Press the Dont Split button to send touch tones on an active call m Thecall remains active 2 Dial the keypad digits for the call m The touch tones are sent to the far end 3 Press again to cancel the Don t Split feature Issue 2 April 1997 Basic Operation Class of Restriction When guests request that you place long distance or even local calls you should check their assigned class of restriction COR before you complete the call If they are not restricted from certain calls you may complete the call for them To check on a guest s COR do the following 1 While on an active call press the b
21. ed onto the active call All parties on the active call receive a warning tone 2 second burst of 440 Hz tone to let them know that you are bridging onto the call A half second burst of warning tone repeats every 15 seconds as long as you remain on the call m Ifthe trunk is out of service the busy verification is denied You will hear reorder tone m If the trunk is idle and it is an outgoing trunk you will hear dial tone You can make a call on that trunk to verify that it is in working order If the trunk is an incoming trunk you hear a confirmation tone which indicates that the trunk is available for use 3 Press to end the call from the attendant console or go on hook from a backup voice terminal Issue 2 April 1997 29 Call Forwarding Call Forwarding There are two Call Forwarding features you can activate and cancel for any guest room Call Forwarding All Calls and Call Forwarding Busy Don t Answer Call Forwarding All Calls causes calls to a guest room to be forwarded immediately to a different telephone number Call Forwarding Busy Don t Answer causes calls to a guest room to be forwarded to a different telephone number only if no one answers or if the line is busy This feature is used when the guest will be at someone else s room or off site and the guest wants the calls redirected SECURITY ALERT 30 Call Forwarding All Calls and Call Forwarding Busy Don t Answer are not recommended for use t
22. ered press the button and redial or press the button and try again later Busy tone or intercept tone the call cannot be completed as dialed press the button and redial or press the button and try again later 5 To end the call press the button Forced Release You are disconnected from the call The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode While making calls and answering calls you can get in a situation where you cannot cancel or release a call If this happens use the button This will disconnect you from the current call and return the console to normal operating mode Use this feature only when necessary 18 Issue2 April 1997 Basic Operation Split Calls You can temporarily disconnect from a call make a call to another person and then connect the two people together You must always split a call in order to transfer an incoming call to a guest room or to an outside number Splitting allows you to do the following Either talk with the second person to announce the waiting call or drop out of the call before the second person answers Connect the two calls together Join the calling and called parties in a 3 way connection from which you can later drop out Return to the split calling person if the called person does not answer or does not want to accept the call This feature is automatically acti
23. he Queue Calls and the Queue Time lamps go on You can press the Queue Time button to see how long the call has been waiting but you cannot answer the call The Queue Time 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 Issue 2 April 1997 27 Attendant Backup When the attendant console is in night mode the Nignt lamp is on all calls to the attendant console immediately beep at the backup voice terminals and the Queue Calls and the Queue Time 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 The following is a typical scenario for answering overflow attendant console calls from a backup voice terminal 1 The Calls Waiting In Queue threshold is reached m The backup voice terminals beep and will beep every 10 seconds until the calls in queue go below the threshold or you shut the ringer off by pressing the Ringer Cutoff button m The lamp starts flashing m If calls remain in the queue for 15 seconds the la
24. he called person to answer If the called person accepts the call press the button m The calling person is connected to the called person m You are disconnected from the call m The lamp goes off m The call appearance lamp goes off 50 Issue2 April 1997 Feature Operation The display goes blank The Position Available lamp goes on The console returns to the normal operating mode c If the called person does not want to talk to the calling person does not answer or the number is busy press the Cancel button The outgoing call is canceled The call progress tone stops The console is connected to the original call The Split lamp goes off Explain to the calling person that the called person is not available Take a message or ask the calling person to try again later Then press the Release button You are disconnected from the call The Split lamp goes off The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode d To set up a 3 way connection press the Split button before or after the called person answers The console calling person and called person are connected together The lamp goes off To drop out of the 3 way connection press Release You are disconnected from the call The lamp goes off Issue 2 April 1997 51 Trunk Identification m The call appearance lamp goes off
25. irectives 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 Cus tomer Training amp Information Products Organization and the BCS Prod uct Documentation Development group Bell Laboratories Denver CO 80234 2703 Contents m About This Document Reasons for Reissue Assumptions Conventions m Basic Operation Console Layout Status Lamps Call Purpose Indicators Administrable Features Activate the Console Deactivate the Console Answer Calls Make Calls Forced Release Split Calls Split Swap Auto Start and Don t Split Class of Restriction Night Service m Feature Operation Attendant Backup Busy Verification Call Forwarding Call Park Issue 2 April 1997 i Contents Conference Serial Calling Transfer 33 34 36 37 38 40 44 46 47 49 ii lssue2 April 1997 Console Operations About This Document This document contains basic telephony procedures for using the DEFINITY Business Communications System and GuestWorks server attendant console These procedures are done by the attendants or front desk personnel All office staff personnel that operate the attendant console or do console operations at a backup voice terminal should be familiar with these procedures If you need extra copies of this doc
26. l 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 Issue 2 April 1997 Basic Operation Basic Operation Console Layout The Attendant Consoles and DXS Selector Console are shown in Figure 1 Figure 2 Jand Figure 3 1 Display Buttons 2 Call Processing Area 3 Handset 4 Handset Cradle 5 Lamp Test Switch 9 10 Display Ringer Volume Trunk Group Select Buttons Feature Buttons Call Appearance Buttons Figure 1 Model 302B Attendant Console Issue 2 April 1997 5 6 Console Layout Y B H B B B pgogpg G e o 1 Display Buttons 2 Call Processing Area 3 Handset 4 Handset Cradle 9 10 Display Ringer Volume Trunk Group Select Buttons Feature Buttons Call Appearance Buttons Figure 2 Model 302C Attendant Console Issue 2 April 1997 Basic Operation 11 DXS Hundreds Group 12 DXS BLF Buttons Select Buttons Figure 3 DXS Selector Console The following list items correspond with the callouts shown in
27. lamp goes off m The call appearance lamp flashes 7 Answer the recall m You are reconnected to the caller m The call appearance lamp stops flashing but remains on m The lamp goes on 8 Transfer the caller to the next person by repeating Steps 3 through 5 The Serial Call feature remains activated until the trunk drops from the switch or you cancel the feature manually by pressing the button 48 Issue2 April 1997 Feature Operation Transfer SECURITY ALERT Social Engineering Social Engineering is a con game that hackers frequently use It is sometimes referred to as Operator Deceit The success of this con requires gullibility or laxity on the part of the operator or employee of which the hacker takes full advantage For example hackers call an employee claim to have the wrong extension number and ask to be transferred back to the operator To the operator the call appears to be an internal call The hacker then asks for an outside line Often because operators are not trained about toll fraud they will connect the hacker to an outside line Another example of social engineering is when a hacker calls the operator and pretends to be a telephone maintenance repair person They make statements such as This is Lucent Technologies testing your lines Please transfer me to 900 or 9 or I need to verify your DID number range An untrained operator may provide the requested transfer or information giving
28. m The display goes blank m The Position Available lamp goes on m Theconsole returns to the normal operating mode Trunk Identification 52 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 This can help you find faulty or noisy trunks so you can report them to your local telephone company thus providing better service to your guests To use the Trunk Identification feature from the attendant console or from a backup voice terminal do the following 1 While on a trunk call where you are experiencing a bad connection press the button m The display shows a number sequence The first number is the trunk access code and the second number is the trunk identification number Write down the trunk information 2 Continue with your call Give this information to your administrator to determine which physical trunk is connected to that trunk group Relay this information to your local telephone company to report bad trunks Issue 2 April 1997 Index Numerics 302B Attendant Console 302C Attendant Console 6 i A About This Document Activate the Console Answer Calls Assumptions Auto Start i B Basic Operation Busy Verification Button Layout Ce C Call Forwarding Call Offer Call Park 32 Call Purpose Indicator Class of Restriction Conference
29. me m 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 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 successfully using a feature access code Intercept tone a high to low tone you hear when a call or feature access code is not accepted Issue 2 April 1997 3 Related Documents 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 Answer Back for Call Park Call Forwarding All Calls Activation Deactivation Call Forwarding Busy Don t Answer Activation Deactivation Call Park Trunk Answer Any Station used from the backup voice terminals Related Documents 4 555 230 700 DEFINITY Console Operations 555 230 795 PC Console Quick Reference User s Guide 555 231 207 GuestWorks server Issue 3 0 Feature Descriptions 555 231 741 GuestWorks server Issue 3 0 Hospitality Operations 555 231 777 GuestWorks server 8403 Voice Termina
30. mp starts flashing 2 Press either the Queue Calls or Queue Time button m The display shows how long the calls have been waiting in queue and how may calls are in queue OPERATOR Otime 00 24 calls 5 3 To answer the first call in queue dial the Trunk Answer Any Station feature access code or press the automatic dialing button administered with that feature access code 4 When finished with the call hang up In addition to answering overflow calls you can use the backup voice terminals to handle guest requests such as wakeup calls To do this the following feature buttons must be administered on the backup voice terminal s m Automatic Wakeup m Check In m Check Out 28 I ssue2 April 1997 Feature Operation m Do Not Disturb Extension m Night Service a Nignt button can be assigned on only one backup voice terminal m Busy indicators for the attendant console and the other backup voice terminals Busy Verification The Busy Verification feature allows attendants and backup voice terminal users to make test calls to see if a trunk is actually busy or out of service To use the Busy Verification feature do the following 1 At the attendant console or a backup voice terminal press the button 2 Dial the trunk access code followed by a specific trunk number such as 01 02 and so on One of the following occurs m if the trunk is busy with an active call you are bridg
31. nfirmation tone continue with Step 3 m f you hear busy tone the zone is not available press Cancel and try again later 3 Speak into the handset to make the announcement m The announcement was heard in the selected zone s If the announcement lasted too long you will hear intercept tone try again with a shorter announcement 4 Press Release Issue 2 J April 1997 43 Override Override The Attendant Override of Diversion feature allows you to bypass these features m Call Forwarding When the attendant calls a guest that has Call Forwarding active the call rings at the guest s telephone and is not forwarded m Call Coverage When the attendant calls a guest that has an assigned Call Coverage path the call rings at the guest s telephone and does not follow the Call Coverage path m Send All Calls When the attendant calls a guest that has Send All Calls active the call rings at the guest s telephone and is not forwarded to the Send All Calls destination To activate the Attendant Override of Diversion feature do the following 1 Press the button or an idle call appearance button m You hear a dial tone m The call appearance lamp goes on m The Position Available lamp goes off 2 Press the Ovrride button m The Ovride lamp goes on gt NOTE To cancel an override before you place a call press the button again 44 Issue2 April 1997 Feature Operation 3 Dial the room number m
32. ns and stops when you release the buttons Display This is a single line 40 character alphanumeric display that shows call progress and feature usage information Ringer Volume This controls the ringer volume for incoming calls Incoming emergency calls Page 34 and ring at a louder fixed volume that you cannot control gt NOTE Always check your ringer volume to make sure it is set at an audible level If the console should experience a power outage the volume level is reset to the lowest setting Trunk Group Select Buttons These 12 buttons are assigned with trunk access codes that allow access to outside lines Feature Buttons These 24 buttons are used to access features such as Do Not Disturb and Automatic Wakeup Call Appearance Buttons These six call appearance buttons are used to select a call appearance and are labeled a through f Pressing one of them is similar to pressing the button but you can specify which appearance you want DXS Hundreds Group Select Buttons These buttons on the DXS selector console are assigned the first digit or the first two digits of each group of 100 rooms For example if you have rooms numbered from 7000 to 7099 there will be a button labeled 7000 Issue 2 April 1997 Basic Operation 12 DXS BLF Buttons These are known as the direct extension select busy lamp field DXS BLF buttons They are used with the hundreds group select
33. ns to the normal operating mode c While alternating between calls using the button you may want to disconnect one of the calls Press the button when you are connected with the caller you wish to disconnect The active call is disconnected The console is connected to the other caller The lamp goes off To disconnect the caller press Release You are disconnected from the call The call appearance lamp goes off The display goes blank The Position Available lamp goes on The console returns to the normal operating mode Issue 2 April 1997 Basic Operation d While alternating between calls using the Split Swap button you may want to place one of the calls on hold Press the Hold button when you are connected with the caller you wish to place on hold m The On Hold lamp at the call appearance button goes on m The call appearance lamp goes off m The active call is placed on hold m The console is connected to the other caller m The SpitSwap lamp goes off To disconnect the caller press Release m You are disconnected from the call m The call appearance lamp goes off m The display goes blank m The Position Available lamp goes on m The console returns to the normal operating mode Issue 2 April 1997 23 Auto Start and Don t Split Auto Start and Don t Split Auto Start is an administrable feature that allows you to initiate a phone call by pressing any button on the dial keypad If you ar
34. o extend calls to out of hotel sites due to the potential for toll fraud Reliable call disconnect from your local service provider s central switching office may not always be possible thus allowing dial tone to be returned to the caller and toll fraud to occur To activate Call Forwarding All Calls or Call Forwarding Busy Don t Answer for a guest room do the following 1 Press the button or an idle call appearance button m You hear a dial tone m The call appearance lamp goes on m The Position Available lamp goes off 2 Dial the Call Forwarding All Calls activation feature access code or the Call Forwarding Busy Don t Answer activation feature access code m You hear a dial tone 3 Dial the room number of the guest who wants his or her calls forwarded m You hear a dial tone Issue 2 April 1997 Feature Operation 4 Dial the number to which you want to forward calls the forwarded to number Listen for call progress tones m Confirmation tone Call Forwarding is activated m Intercept tone The feature cannot be activated because of restrictions assigned to the forwarding number or the forwarded to number 5 Press Release m The call appearance lamp goes off m The display goes blank m The Position Available lamp goes on m The Call Forwarding feature is now activated m The console returns to the normal operating mode To cancel the Call Forwarding All Calls or Call Forwarding Busy Don
35. om any telephone on the server all user operation occurs at the attendant console 1 Someone dials the emergency services access code for example 91 1 from a telephone on the server The call is routed to the local emergency service agency The call does not route to the attendant console The Position Available lamp goes off and the lamp goes on This prevents new incoming calls from interrupting this emergency notification All new incoming calls are queued and can be answered after the emergency notification is processed The lamp flashes The special emergency alerting tone starts The following is displayed at the attendant console Name Ext No EMERGENCY The call information is logged in the server and is printed on the journal schedule printer if administered 2 f you are currently on an active call you may want to place that call on hold so you can process the emergency notification 3 Press the button once The alerting tone stops Issue 2 April 1997 Feature Operation 4 Write down the emergency information displayed on the console Follow your local procedures for handling emergencies Even though the console is set to position busy you can place calls to assist with the emergency 5 Press the Crisis Alet button a second time m The Crisis Alert lamp stops flashing but remains on 6 When you are finished handling the emergency press the C
36. risis Alert button a third time m The lamp goes off m The display goes blank 7 Press the Pos Busy button m The Pos Busy lamp goes off m The Position Available lamp goes on 8 You can now process other incoming calls Issue 2 April 1997 35 Emergency Access to Attendant Emergency Access to Attendant The server is administered to provide guests an emergency access to the attendant by either taking the handset off hook or by dialing a feature access code It works as follows 1 A guest in a room takes the handset off hook or dials the feature access code m If the guest took the handset off hook the call automatically rings at the attendant console after a predetermined amount of time usually 10 seconds after dial tone times out The call rings at the console with a louder than normal volume If the guest dialed the feature access code the call rings immediately at the attendant console m The following is displayed a EXT ext Ext ext 00 in EMRG Q 2 Follow your local procedures for handling emergencies gt NOTE Even if the attendant console is in night service the call still rings at the attendant console but it can be answered at the backup voice terminal with Trunk Answer Any Station or from a designated emergency redirection voice terminal 36 Issue2 April 1997 Feature Operation Hold You can place callers on hold to answer other calls or to find information
37. s code the trunk access code that is administered for the equipment installed for each paging zone An allowable paging time limit is administered on the system If the administered time limit expires while an announcement is being made the call is disconnected and intercept tone is heard You can combine Loudspeaker Paging with the Call Park feature see to connect a caller with a paged party The paged party can retrieve the call by dialing the Answer Back feature access code and the parked extension To use Loudspeaker Paging with paging buttons do the following 1 Press an idle paging zone button If the desired paging zone is already in use the associated lamp is on select another zone or wait for that zone to become idle the associated lamp is off m The lamp for the selected paging zone goes on m if is selected all paging zone lamps go on 2 Speak into the handset to make the announcement m The announcement was heard in the selected zone s If the announcement lasted too long you will hear intercept tone release the button and try again 3 Press Release Issue 2 April 1997 Feature Operation To use Loudspeaker Paging with trunk access codes do the following 1 Press the Start button or an idle call appearance button m You hear a dial tone m The call appearance lamp goes on m The Position Available lamp goes off 2 Dial the trunk access code for the zone you wish to page m f you hear co
38. span two lines Because of line spacing in this document they are shown across one line of text such as Serial Call m The term dial keypad refers to the touch tone keypad where you dial enter telephone numbers and feature access codes m When referring to lamps the reference is to one of two types of lamps found on the attendant console the status lamps next to the dial keypad and the lamps associated with feature and trunk buttons The status lamps next to the dial keypad have fixed meanings Those lamps are shown as follows Position Available Lamps associated with feature and trunk buttons are identified by their button label such as Normal Mode Issue 2 April 1997 About This Document m Messages appearing on the display are shown as follows a CONFERENCE 2 rc When the display examples show a value within arrows this represents a variable that will differ for each example m The term attendant console signifies the Model 302B 302C or PC console that is usually found at the front desk The term backup voice terminal signifies either a Model 8410D or Model 8434 voice terminal with attendant type feature buttons Other multiappearance voice terminals can be used but the preferred models are the 8410D and 8434 m When a procedure refers to a room number the procedure is referring to the extension number of the room The two numbers are not always the sa
39. t Answer feature for a guest room 1 Press the Start button or an idle call appearance button m You hear a dial tone m The call appearance lamp goes on m The Position Available lamp goes off 2 Dial the Call Forwarding deactivation feature access code m You hear a dial tone 3 Dial the room number for which the feature is being deactivated the forwarding extension m You hear a confirmation tone This indicates that the feature is deactivated m The call appearance lamp goes off m The display goes blank Issue2 x April 1997 31 Call Park m The Position Available lamp goes on m Theconsole returns to the normal operating mode Call Park The Call Park feature allows you to put a call on hold and then retrieve the call from any other voice terminal within the system Calls can be parked using the attendant console or any voice terminal that does not have a client room COS To use Call Park from the attendant console do the following 1 While on an active call press the button m You hear a dial tone m The lamp goes on 2 Dial the Call Park feature access code or press the button m You hear a dial tone 3 Dial one of the administered Call Park extensions These extensions are designated for use for parking calls only m You hear a confirmation tone 4 Press Release To pick up a parked call do the following 1 Dial the Answer Back feature access code at the attendant console or from
40. this letter m Use 9 for the letter Z some keypads are not labeled with this letter Issue 2 April 1997 39 Intrusion Intrusion The Intrusion feature enables you to interrupt a guest s call to deliver an urgent message or telephone call To interrupt a guest to deliver an urgent message do the following 1 Press the button or an idle call appearance button m You hear a dial tone m Thecall appearance lamp goes on m The Position Available lamp goes off 2 Dial the guest s room number m You hear ringback tone busy tone or Call Waiting tone 3 If you hear a busy tone or a Call Waiting tone press the button m The lamp goes on m You are connected to the guest s call m The people on the call may hear an intrusion tone depending on how the server is administered 4 Relay the message to the guest 5 Press the button m You are disconnected from the call m The call appearance lamp goes off m The lamp goes off m The display goes blank m The Position Available lamp goes on m Theconsole returns to the normal operating mode 40 Issue2 April 1997 Feature Operation To interrupt a guest to transfer a call do the following 1 Transfer the call to the guest s room number as described in the Transfer section on Page 49 2 If you hear a busy tone or a Call Waiting tone press the Intrusn button m You are connected to the call m The people on the call may hear an intrusion tone depending on
41. ture or a specific trunk group or m Youcan make a call to an outside number by pressing the trunk group select button for the desired trunk gt NOTE Trunk group select buttons are not available at some locations If the trunk group select buttons are not administered dial the trunk access codes using the dial keypad To make a call to an outside number do the following 1 Do one of the following a Press the button or an idle call appearance button m You hear a dial tone m The call appearance lamp goes on m The Position Available lamp goes off b Press a trunk group select button Continue with Step 3 m Thecall appearance lamp goes on m The Position Available lamp goes off m The trunk group select Busy lamp goes on 2 Dial the trunk access code or dial the Automatic Route Selection feature access code Issue 2 April 1997 17 Forced Release 3 Listen for the call progress tones If you hear Dial tone this is a valid trunk access code Continue with Step 4 Busy or reorder tone this indicates that there are no outgoing trunks available Press the Cancel button and redial or press the Release button and try again later Intercept tone this is an invalid code Press the Cancel button and redial or press the Release button and try again later 4 Dial the outside number and listen for call progress tones If you hear Ringback tone and the call is answered go to Step 5 If the call is not answ
42. ument contact your dealer or order more copies as described on the inside cover of this document Reasons for Reissue This document replaces the GuestWorks server Console Operations 555 231 735 Issue 1 that was used on Issue 2 0 and earlier systems This document is backward compatible with Issue 2 0 and earlier systems and is reissued for the following reasons m The hospitality operations have been moved to GuestWorks server Hospitality Operations 555 231 741 m Additional standard features are now documented here such as Call Park Display Class of Restriction Busy Verification and Trunk Identification m New features have been added such as Attendant Crisis Alert and Split Swap Issue 2 April 1997 1 Assumptions Assumptions It is assumed throughout this document that the hotel staff is familiar with the basic operation of telephones voice terminals and attendant consoles If your staff has access to a multimedia personal computer there is training available on CD ROM for basic console and voice terminal operations Conventions 2 The following conventions are used in this document m Buttons you press on the console are shown as follows 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 on the console such as GE
43. use of common carrier tele communication 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 con tinental United States contact your local Lucent Technologies autho rized 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 pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable pro tection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radi ate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful 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 registered with the FCC in accordance with Part 68 of the FCC Rules It is identi fied by FCC registration number AS593M 1
44. utton m The lamp goes on m The display shows the guest s COR value a two digit code and a four character restriction identifier such as a 01 NONE The COR call restriction identifiers are the following m ORIG Origination restriction calls of any type are not allowed from that extension m OTWD Outward Restriction calls to numbers outside of the property are not allowed from that extension m TOLL Toll Restriction toll calls are not allowed from that extension m NONE Norestrictions are active for that extension 2 Follow local procedures for handling calls from restricted extensions Issue 2 April 1997 25 Night Service Night Service 26 The Night Service feature prevents calls from terminating at the attendant console Calls to the attendant console enter the attendant call waiting queue and can be answered from the backup voice terminals or by hotel staff at other voice terminals using the Trunk Answer Any Station feature see Page 27 To activate Night Service do the following 1 Press the button on the console or the button on the backup voice terminal only one backup voice terminal can have a button m The lamp goes on at the console and at the backup voice terminal that has the button m The Position Available lamp goes off To cancel Night Service go into day mode do the following 1 Press the button at the console or at the backup voice terminal that
45. vated after you answer an incoming call if you do any of the following Dial a room number using the DXS Selector Console Press the button and then dial a number for example a room number a trunk access code or the Automatic Route Selection feature access code Press a trunk group select button Issue 2 April 1997 19 Split Swap While the calling person is split from the console the Split lamp is on The split condition is canceled and the Split lamp goes off when you do one of the following m Press the Release button to connect the split person to the called person and disconnect the console m Press the Split button to establish a 3 way connection with you the calling person and the called person m Press the Cancel button to cancel the outgoing call attempt and reconnect to the calling person The steps for activating and canceling the split condition are given in Transfer on Page 49 Split Swap Split Swap 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 button Ah SECURITY ALERT The Split Swap operation can involve transferring calls per the callers requests See Transfer jon Page 49 for more information concerning security issues To use the Split Swap feature do the following 1 Whil
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