Concierge Attendant Guide
Contents
1. 3 7 Alarm Modes 2 39 Alarm 2 30 Alarm 2 38 Alarms Display 2 36 Audit 2 30 Block Room 2225554 95 eae lh N 2 18 ne de U N OM aa 2 18 Call 2 26 Check in s 3 403 uu eat meses ue 2 4 Check weed 2 6 Condition of Room 2 24 Index GCA70 334 Condition Room 2 14 2 10 Credit Limit Exceeded 2 38 D Direct Accessin i in 2 18 Directory Yate Bae ore ae 2 28 he ae 2 12 Do Not Disturb 2 12 E Emergency Number 4 2 38 G GUllest DireCtory 220942 eg eee oes ogee ee euet 2 28 Guest Room 2 2 tado er s 2 18 Maid x 5 oen soe ete SEM 2 2 32 MaidPrintout 2 30 Maid Statistics sika aea eee A 2 34 Message Waiting 2 16 2 Index GCA70 334 Index oce IS eee nebst toe eas 2 16 Desk xx ex2. 2 38 System 5 2 38 System 2 38 Telephone Off 2 38 Telephone 2 38 Types of Alarms 2 22 s Re mn 2 38 V Vacant Room Call Attempt 2 38 2 20 Wakeup Call Not Answered 2 38 4 Index Notes Notes This manual has been developed by Comdial Corporation the Company and is intended for the use of its customers and service personnel The information in this manual is subject to change without notice While every effort has been made to eliminate errors the Company disclaims liability for any difficulties arising from the interpretation of the information contained herein The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contingency to be met in connection with installation operation or maintenance Should further information be desired or should particular problems arise which are not covered sufficiently for the purchaser s purposes contact Comdial Inside Sales Department P O Box 7266 Charlottesville Virginia 22906 COMDIAL Charlottesville Virginia 22901 2829 World Wide Web http www comdial com Printed in U S A 70 334 08 9 99
3. t ME ERE CTT wu v INN01 Impact 8024S LCD Speakerphone ES M Lr c E S mim COM DIA oth 1 E w T n 1 al H r L3 lip oe H H 2 3 s SIN K Sia 6 ri 8 w 9 5 Zeal Gel 2 Cos s Pk Ooo m m S L J E p INNO2 Message Waiting Do Not Disturb Wake Up Credit Limit Local Access Long Distance Access Operator Access Room Condition Bill Log In Log Out Impact 8012S LCD Speakerphone 3 2 Front Desk Attendant s Guide 70 334 Administrative Telephone Interface Log In Log Out Bill Room Condition Operator Access Long Distance Access Local Access Select Room Check In Check Out Credit Limit Wake Up Do Not Disturb Message Waiting Impact 8324S LCD Speakerphone Bill Room Condition Operator Access Long Distance Access Local Access Select Room Check Out 425 IN Credit Limit Wake Up Do Not Disturb Message Waiting Impact 8312S LCD Speak
4. 2 1 21 The Impact Concierge Program 2 1 2 2 Guest Room Features 2 2 2 2 1 In Ya Ss 2 4 2 22 Q Dea 2 6 223 Room Type NU aC TEN pae T 2 8 2 2 4 Credit Limit E e te ratae lese race ce Ye i e as 2 10 2 2 5 Do Not Disturb e fe So UIS 2 12 2 2 6 Condition seras dv rs acte Zarate wg a aq Cel e fea iS ree 2 14 2 2 7 Message Waiting ite idea GR SL ance m eel woe 2 16 2 2 8 Call Access rA og its BAS Vues S RANG E ids ed AE 9 dy 2 18 2 2 9 Wakeup Call SA A 2 20 2 2 10 State Sra S SZ QS 2 22 2 2 41 Room Status Condition Grids 2 24 22 12 Calls Dialog PPP a BOAT ETRAS QE 2 26 22 13 Directory ey 2 28 222 14 Printouts S 2 30 223 EH ONERE 2 32 2 3 1 Daily And Yearly Maid Statistics 2 34 2 4 Alarms 2 36 2 4 1 Alarm Types 2 38 2 4 2 Alarm 2 39 Contents 1 Cont
5. To Check Out a guest 1 Go to the Rooms drop down menu and chose Names A room grid appears listing the name of each guest 2 Select the guest s room by clicking on the guest s name If you need to identify the room by number instead of the guest s name find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 3 The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want 4 print the guest s bill click on the Bill button The PC will display a Phone Bill dialog Click on the Print button to print the guest s phone bill 5 Clear the Phone Bill dialog by clicking the Clear button and then click on the Close button Depending on how the system is configured you may also have to enter a password If the phone bill is greater than 0 it must be cleared before Check Out can be completed 6 Click on the Check Out button to clear all of the current settings for the guest s room This action changes the status of the room to Vacant and returns the call access settings to the Check Out defaults 2 6 Front Desk Attendant s Guide 70 334 Computer Interface In Button Phone Bll Check Out Dialog Phone Bill Dialog Front D
6. Front Desk Attendant s Guide 2 23 Computer Interface GCA70 334 2 2 11 Room Status Condition Grids There are four Room Status Condition grids Vacant Made Vacant Unmade Occupied Made Occupied Unmade Each grid box displays Yes or No to indicate if the room meets the criteria of the selected Status Condition grid To view the room status condition grids 1 Go to the Rooms drop down menu and select either Vacant Made Vacant Unmade Occupied Made or Occupied Unmade The Room Status Condition grid you selected appears 2 Each box in the grid displays Yes or No to indicate if it matches the type of Status Condition grid selected 3 If you wish to view the Room Summary dialog for a particular room click on the box of the room you want Check the number in the upper left hand corner to make sure it is the room you want To locate a room number on the grid find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 4 Click Close to exit the Room Summary dialog 2 24 Front Desk Attendant s Guide 70 334 Computer Interface LX Marin Ha Ha FFFEFEF TTF EEE INN22 Room Status Condition Grid Front Desk Attendant
7. 1 Room Telephone Functions For Hotel Staff This chapter discusses use of room telephones for hotel staff purposes Hotel staff can perform the following functions from room telephones remote answering of administrative station transferring a call maid log in log out of room enter room status 4 11 Remote Answering Of Attendant Station To answer a call ringing at an administrative telephone from a room telephone 1 Lift handset 2 Dial 4 3 Dial extension number of ringing telephone Front Desk Attendant s Guide 4 1 Staff Use Of Room Telephones GCA70 334 4 12 _ Transferring A Call To transfer a call answered on a room telephone to another telephone room or administrative 1 Quickly press and release telephone hookswitch if using an IST flash button or TAP button on digital telephones 2 Dial extension number that will receive transferred call 3 Hang up OR wait on line for answer announce the call and hang up 4 1 3 Logging In To A Room To log in to a room 1 Lift the guest telephone handset and dial maid system code default code 04 2 Dial your maid identification number 3 Hang up the telephone 4 1 4 _ Logging Out Of A Room To log out of a room and enter the room status 1 Lift the guest telephone handset and dial maid system code default code 04 2 Dial your maid identification number 3 Press the key to indicate the room is cl
8. Phone States 2 22 Front Desk Attendant s Guide 70 334 Computer Interface Miia Ie 118 risablec Dealer Disabker Daada Disablerc Disable Hanhart 19 Disablec Disabler Hsabler Disables Hsabler Disabler Disabler Disabler Disable 13 isablec Disabler Disaat Disahlar Disabilex Disablgc 1408 Disable Disabler Disabler Disables Disabler 158 isablec Disables Disabler Disable Disable H Disabler Disabiler Heater Diables Disable 174 Desablec Disable Disablec Disablec Disables Disabler Disables D sablo 10 Oeste Disable Disabies Haaber sables Desalter 19 Disablec Disable D sablec Disables Disablec Disables Disablec Diszibice D sablec rentes Disables Deshler Disable Haabler Citable Disablec 210 isablec Disables Disables Disabler Dis bae lt Msablec 25 Disahlar Disable Disalder Disabler isahlar Das able 299 Disabler Disables Disablec Disaiblex Hsabler Disable Disable or a Teor Pe 4 sas Ela akak INN13 Phone State Dialog
9. can set up Concierge to print this report automatically once a day Maid Prints the daily maid report same as printing from the Daily Maid Statistics Dialog Room Status Prints room status and condition of all guest rooms The installer can set up Concierge to print this report automatically once a day The installer can set up Concierge to print the reports automatically on a daily basis To print the reports 1 Go the Printouts drop down menu and select the report you wish to print by clicking on the appropriate word Alarm Audit Maid or Room Status 2 30 Front Desk Attendant s Guide 70 334 Computer Interface Printouts Drop Down Menu n ie Trick 21 Printouts Drop Down Menu Front Desk Attendant s Guide 2 31 Computer Interface GCA70 334 2 3 Maids The Concierge system supports up to 50 maids The front desk attendant enters each maid s name and identification number The system maintains daily and yearly statistics for each maid including number of rooms entered number of rooms cleaned minimum maximum and average time spent in a room To enter maid names and identification numbers 1 Go to the Maids drop down menu and chose Setup The Maid List dialog appears 2 To add a maid to the list click the Add button The Add Maid dialog appears 3 Enter the maid s name and ID number each maid must receiv
10. selection Pressing the Select Room button allows you to make additional entries based on the display prompts Pressing Select Room while viewing a room closes that room and prompts the user to select a new room Red LED No room selected Green LED A room is currently selected Select Room During a room view pressing the Check In Check Out button toggles between the Check In feature and the Check Out feature The system will only allow Check In to a room that is made and vacant Check Out can only occur with a room that is occupied During Check Out the system prompts the user to print the guest bill and notifies the user if the guest telephone is not idle Green LED Checked in Clear LED Nobody checked into room Check In Check Out During a room view pressing the Message Waiting button toggles message waiting on and off and sets a DESK display on the Concierge Message Dialog to indicate that the front desk set the message waiting condition Green LED Message Waiting is set Message Waiting During a room view pressing the Do Not Disturb button toggles the do not disturb condition on and off Green LED DND on Do Not Disturb Front Desk Attendant s Guide 3 5 Administrative Telephone Interface GCA70 334 Feature Description During a room view pressing the Wake Up button allows the user to view set and cancel wakeup calls When you set a wakeup the system automatica
11. the room without having to go through an operator or a desk attendant Operator Access Allows a guest to make a long distance call only with assistance from an operator Room Block When enabled prevents the guest from calling other guests To program Call Access 1 Go to the Rooms drop down menu and select Call Access The Call Access dialog box appears The letters in the rectangles represent the following types of call access L Local Access D Direct Access O Operator Access R Room Block Enabled 2 Find the room number for which you want to set Call Access To locate a room number on the grid find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 2 18 Front Desk Attendant s Guide GCA70 334 Computer Interface 3 Click on the box of the room you have selected The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want 4 Select either Allow or Deny for Local Direct or Operator Access 5 Select either On or Off for Room Block 6 Click the Close button when finished setting each type of access Call Access Dialog Front Desk Attendant s Guide 2 19 Computer Interface GCA70 334 2 2 9 Wakeup Call You can prog
12. the room you wish to view Press the Enter softkey softkeys are located under the LCD N Use the Feature Access buttons to view or change guest room settings refer to section 3 3 Feature Access Button Functions 6 Press the Login Logout button to return to normal telephone operation or press the Select Room button to view another room To view a guest room while on an intercom call with the guest NOTE To view a guest room while on a call the administrative telephones must be set to automatic or semi automatic mode by the installer 1 If your telephone is programmed for Automatic mode you don t need to do anything to access guest room features they will automatically be active when you receive a call from a guest telephone If your telephone is programmed for Semi Automatic mode you will have to press the Login Logout button to access guest room features when you receive a call from a guest You do not need to select a room because Concierge automatically selects the current extension 2 Use the Feature Access buttons to view or change guest room settings refer to section 3 3 Feature Access Button Functions 3 Press the Login Logout button to return to normal telephone operation or press the Select Room button to view another room Front Desk Attendant s Guide 3 7 Administrative Telephone Interface GCA70 334 3 5 Adding Wireless Extensions This feature allows you to add a wireless extension
13. 6 If you wish to set the wakeup call to occur every day at the same time click the Daily button This causes the system to reset an answered wakeup call If the wakeup call is not answered the system clears the Daily setting 7 Click on Close 2476s P k Deke Wakeup Set Toggle and Wakeup Call Box Wakeup Call Dialog Front Desk Attendant s Guide 2 21 Computer Interface GCA70 334 2 2 10 Phone State Use the Phone State dialog to view the current status of the guest telephones view Phone States 1 Go to the Rooms drop down menu and select Phone State The Phone State grid appears 2 Find the room number for which you want to view the Phone State To locate a room number on the grid find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 3 The Phone States that the system displays are as follows Disabled Guest telephone is disabled or removed Idle Guest telephone is onhook and not on any type of call intercom number Guest telephone is on an intercom call L line number Guest telephone is on an outside call using the line that is displayed Maid Maid is entering an ID 4 If you wish to view the room summary dialog click on the box of the room you have selected 5 Click Close to exit
14. Condition button to toggle between made and unmade Green LED Room is made During a room view pressing the Bill button displays the current Bill telephone bill for that room and prompts the user with softkey options to print or clear the bill Green LED There is a telephone bill Boo During a room view pressing the Room Block button toggles Block room block On or Off on the room telephone Green LED Guest calling denied Room Block on Press Alarm button when flashing to acknowledge an active Alarm alarm 2 Flashing Red LED An alarm condition is active Solid Red LED An alarm condition is in the log Add Press the Add Extension button to dynamically assign a wireless Extension extension telephone to a guest room at check in 3 6 Front Desk Attendant s Guide 70 334 Administrative Telephone Interface 3 4 Using The Administrative Telephones Administrative telephones can perform most of the functions that the Concierge PC performs During a room view you can use the Feature Access buttons described in section 3 2 to check or set any of the room settings To view a guest room from an idle telephone 1 Press the Login Logout button see section 3 2 Feature Access Button Locations for the button locations on your telephones Depending on system programming the display may change immediately to the Enter display step 3 Press the Select Room button Enter the number of
15. Impact Concierge Front Desk Attendant s Guide COMDIAL Attention Comdial makes every effort to design the features in our communications systems to be fully interactive Under certain conditions some features may be incompatible with each other and will not work simultaneously Comdial assumes no responsibility for problems caused by incompatible features The possible combinations of accessories and features are far too numerous for us to document in this manual Furthermore Comdial Corporation cannot guarantee that features will operate as described in this publication when they are combined with other features This reference manual applies following system and telephone models System Models Concierge software 3B DXP systems with software 13B and later DXP Plus systems with software 13B and later Telephone Models Impact 83245 Rev A and later Impact 83125 Rev A and later Impact 80245 Rev A and later Impact 80125 Rev A and later DigiTech 7700S LCD Speakerphone Impression 2022S LCD Speakerphone Contact your Comdial dealer for updates of this as well as other Comdial publications Printed in U S A 70 334 08 9 99 This remains blank intentionally GCA70 334 Contents Contents 1 Impact Concierge 1 1 11 1 1 2 Computer Interface
16. PC 1 Go to the Rooms drop down menu and select Condition A room grid displaying the condition of each room appears 2 Find the room number for which you want to change the room Condition To locate a room number on the grid find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 2 14 Front Desk Attendant s Guide GCA70 334 Computer Interface 3 Click on the box of the room you want to select The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want 4 Click on the Condition drop down dialog and change the room condition by clicking on the appropriate setting 5 Click Close to enter the new setting in the system Condition Room Condition Dialog Front Desk Attendant s Guide 2 15 Computer Interface GCA70 334 2 2 7 _ Message Waiting Use the Message Waiting feature to set or clear the message waiting lamp and or the broken dial tone on the guest telephone To program Message Waiting 1 Go to the Rooms drop down menu and select Message The Message dialog box appears Every entry in the dialog box displays one of the following conditions None No message Desk Guest should call the main desk to hear a message Voice Voice mail mes
17. cess the Concierge system To start the Impact Concierge program 1 Turn on the PC The Windows 95 desktop screen appears 2 The Impact Concierge program should start automatically Otherwise you must double click on the Concierge shortcut icon located on the Windows 95 desktop screen 3 When the Concierge main screen appears click on the login button in the upper left corner of the screen Type your password and press Enter the default password is user you must type it in lower case The main Concierge user screen appears Impact Concierge is a real time application in constant communication with the telephone switch Any other programs running on the Concierge PC will slow or halt the operation of the Concierge program Do not load additional software onto the Concierge PC Only load those programs necessary for Concierge to operate properly Loading other software programs may cause the Concierge PC to crash Front Desk Attendant s Guide 2 1 Computer Interface GCA70 334 2 2 Guest Room Features You can access the guest room features Check In Check Out Name Status Condition Do Not Disturb Message Waiting Call Access Wakeup Call Credit Limit Guest Telephone State and Room Status Condition Grids from the Rooms drop down menu When you select one of these features the system displays a room grid The room grid displays a feature setting for each guest room The button bar at the top of the d
18. creasing the number of stations available to perform guest telephone programming For example a guest might call the front desk attendant to request a wakeup call the desk attendant can program the wakeup call from the administrative telephone while still on the call with the guest Use the installer programmed Feature Access buttons to access the following features Log In Log Out Select Room Check In Check Out Message Waiting Do Not Disturb Wake Up Credit Limit Local Access Long Distance Access Operator Access Room Condition Bill Room Block Alarms Adding Extension Heartbeat Front Desk Attendant s Guide 3 1 Administrative Telephone Interface 3 2 GCA70 334 Feature Access Button Locations The Comdial telephones pictured below can be used as administrative telephones with the Concierge system Suggested feature access button locations for most features are illustrated Use the supplied labels to identify feature button locations Select Room Check In Check Out Message Waiting Do Not Disturb Wake Up Credit Limit Local Access Long Distance Access Operator Access Room Condition Bill Log In Log Out Select Room Check In Check Out 2 d COMDIAL fact d 4 Tan 5 648 r
19. e a maid from a room using the Concierge PC use the following procedure a Click on the Room button b The Maid In Room dialog appears c Enter the maid s ID and room extension in the appropriate boxes d Click OK 6 Click the Close button to exit the Maid Statistics dialog 2 34 Front Desk Attendant s Guide 70 334 Computer Interface Room button Maid Statistics Dialog ln Maid ID hi Room Ext p Cancel INN20 Maid In Room Dialog Front Desk Attendant s Guide 2 35 Computer Interface GCA70 334 2 4 Alarms Display The system displays alarms in the alarm window as they occur You can use the alarm window to acknowledge clear or print the alarms Alarms that are in repeat mode and have not been acknowledged will appear highlighted Alarms that have been acknowledged will not be highlighted To view the Alarms dialog 1 Click on the Alarms button in the upper left part of the Concierge screen 2 You can Close Print Clear or Confirm by clicking on the corresponding button NOTE If the Manager Password feature is enabled you will not be able to clear the Alarms dialog without entering a manager password 2 36 Front Desk Attendant s Guide 70 334 Computer Interface Tha Age 24 CT on Hon Apr JA 1138 sins simie __ Gear Alarms Dialog Front Desk Attendant s Guide 2 37 C
20. e a unique ID number between 1 and 999 by positioning the cursor in the appropriate box and entering the new information 4 Click the OK button to enter the maid s name up to 20 characters and identification number in the system Each time you wish to add a new maid to the system you must click the Add button to view the Add Maid dialog The system will hold up to 50 maids names and identification numbers 5 When you are done entering names and IDs click Close 2 32 Front Desk Attendant s Guide 70 334 Computer Interface Los pese Gear INN06a Maid List Dialog Add Maid ID Rhonda Cancel Add Maid Dialog INNOG Front Desk Attendant s Guide 2 33 Computer Interface GCA70 334 2 3 1 Daily And Yearly Maid Statistics The Daily and Yearly Maid Statistics dialogs display statistics for all maids in the system Both statistics dialogs update information in real time The In Room column shows the maid s current location To view the Maid Statistics dialogs 1 From the Maids drop down menu select Day or Year 2 The statistics dialog you select appears The In Room column shows the maid s current location 3 Click the Print button if you wish to print the statistic report for all maids 4 Click the Clear button and enter your password when prompted if you wish to clear statistics for all maids 5 enter or remov
21. ean or press to indicate the room is unmade and hang up OR 4 Press the appropriate room status button see table on next page and then hang up 4 2 Front Desk Attendant s Guide GCA70 334 Staff Use Of Room Telephones Depending on which PMS system you are integrated with the room status codes that maids enter when leaving a room will change The following table lists the room status codes for the PMS systems currently supported by Comdial Room Status Hitachi Default Encore Value Value Made Unmade Maid in Room Inspection Required Maintenance Required Out Of Order Room is Reserved gt tnt Front Desk Attendant s Guide 4 3 This remains blank intentionally GCA70 334 Guest Telephones 5 Guest Telephones 5 1 Guest Use Of Room Telephones This chapter discusses procedures guests must use to operate their room telephones This information is available to guests in the form of faceplates on their telephones however the information in this chapter will help you to assist guests if they have questions about operating their telephones Guests can perform the following functions from their room telephones place outside calls place inside calls place speed dial calls call the attendant answer calls retrieve a message acknowledge a wakeup call seta wakeup call ans
22. ents GCA70 334 3 Administrative Telephone Interface 3 1 31 Administrative 3 1 3 2 Feature Access Button Locations 3 2 3 3 Feature Access Button Functions 3 5 3 4 Using The Administrative Telephones 3 7 3 5 Adding Wireless 3 8 3 6 Heartbeat Feature 3 8 4 Staff Use Of Room Telephones 41 4 1 Room Telephone Functions For Hotel Staff 4 1 411 Remote Answering Of Attendant Station 4 1 4 1 2 Transferring A Call 2 2 4 13 Logging To A Room ss 4 2 4 14 Logging Of A Room 4 2 5 Guest Telephones 5 1 5 1 Guest Use Of Room 5 1 5 1 1 Placing An Outside Call 5 2 5 1 2 Placing A Call Within The Hotel 5 2 5 1 3 Placing Speed Dial Call 5 2 5 1 4 Placing Calls To The Attendant 5 2 5 1 5 Retrieving A Message 47478 e soe wr QE deae aie 5 3 5 1 6 Setting A Wakeup Call a p o iaia S S 5 3 5 1 7 Answering Wakeup Call 5 4 5 1 8 Answering A Call Waiting Tone 5 54 Index ox xu S 2 Index d 2 Contents GCA70 334 Introduction 1 Impact Concierge 1 1 Int
23. erphone Front Desk Attendant s Guide 3 3 Administrative Telephone Interface GCA70 334 Select Room Check In Check Out Message Waiting ___ Do Not Disturb Wake Credit Limit Long Distance Access Operator Access Room Condition Bill Log In Log Out Local Access Impression 2022S LCD Speakerphone Select Room Check In Check Out Operator Access Message Waiting Room Condition Do Not Disturb Wake Up Credit Limit Local Access Long Distance Access 7 sZ 8 Bill Log In Log Out INNI7 DigiTech 7700S LCD Speakerphone 3 4 Front Desk Attendant s Guide 70 334 Administrative Telephone Interface 3 3 Feature Access Button Functions Administrative functions are performed using the Feature Access buttons on the administrative telephones Refer to the following chart for a description of each button and its function Feature Description Pressing the Log In Log Out button logs the administrative telephone in or out of the Concierge system Remember that Log In none of the Feature Access buttons will function until you are Log Out logged in Red LED Logged Out Green LED Logged In After log in the telephone display prompts you for a room
24. esk Attendant s Guide 2 7 Computer Interface GCA70 334 2 2 3 The Room Type feature displays a brief description of each room The installer entered the room descriptions which displayed in the Room Type grid and in the Room Type box in the Room Summary dialog Possible room descriptions might be Poolside Non smoking Smoking Suite Single Double etc To view the Room Type 1 Go to the Rooms drop down menu and select Room Type The Room Type grid appears displaying room description each box OR if you are looking at the Room Summary dialog check the Room Type box to see the room description 2 8 Front Desk Attendant s Guide 70 334 Computer Interface Room k eni 24202824 Me Room Dialog Front Desk Attendant s Guide 2 9 Computer Interface GCA70 334 2 2 4 Credit Limit The Credit Limit feature allows you to set the maximum bill on a guest s telephone If a guest exceeds a credit limit the PC sets all call access or partial call access to as programmed by the installer The system will not disconnect a current call if the credit limit is exceeded during the call A credit limit setting of 0 indicates unlimited credit You can set the credit limit from the front desk PC or from any of the administrative telephones To set the Credit Limit for a guest 1 Go the Rooms drop down menu and select Credit Limit A room
25. grid appears listing the credit limit for each room An N A indicates the room is vacant 2 Select the room for which you want to set or change the credit limit To locate a room number on the grid find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 3 Click on the room you have selected to display the Credit Limit dialog 4 To change the credit limit setting for a guest use the mouse to swipe across the current credit limit setting Enter the new credit limit or enter 0 for unlimited credit 5 Click the Close button to enter the new setting in the system 2 10 Front Desk Attendant s Guide GCA70 334 Computer Interface Credit Limit Box 25554 0 peke wn 174 Credit Limit Dialog Front Desk Attendant s Guide 2 11 Computer Interface GCA70 334 2 2 5 Do Not Disturb The Do Not Disturb DND feature prevents the guest s telephone from ringing To program Do Not Disturb 1 Go to the Rooms drop down menu and select Do Not Disturb The Do Not Disturb grid appears Every entry in the dialog box displays the word or Off to indicate the DND setting 2 Find the room number for which you want to set or clear DND To locate a room number on the grid find the intersection of the room numbe
26. ialog allows you to switch between room grids Clicking on a room location will bring up a room summary screen The room summary screen has toggles and entry boxes for all room features allowing you to make all settings for a particular room from one menu Each room feature is discussed in detail in the following sections 2 2 Front Desk Attendant s Guide 70 334 Computer Interface Room Wakeup Condition Call Message Telephone Waiting State Guest Room Room Credit Do Not Call Vacant Vacant Occupied Name Status Limit Disturb Acces Made Unmade Made Occupied Unmade Take aget INN23 Room Grid Front Desk Attendant s Guide 2 3 Computer Interface 2 2 1 Check In Impact Concierge s Check In feature allows you to select an available room from a room display grid and check a guest into that room Remember that at Check In credit limit and call access are set according to the default settings as set by the installer but you may change them at any time Check in may be done from the front desk PC or from any of the administrative telephones To Check In a guest 1 Go to the Rooms drop down menu and select Status A room grid appears listing the vacant and occupied rooms Select a vacant room from the room grid To locate a room number on the grid find the intersection of the
27. lly selects AM if this is wrong use the interactive buttons to toggle the setting from AM to PM When the setting is correct press the SET interactive button and then press the QUIT interactive button Interactive buttons are Wake Up located under the telephone s LCD Green LED Wakeup is set Clear LED No wakeup is set or a wakeup call has been answered Flashing Green LED Wakeup call in progress Flashing Red LED Wakeup call is not answered During a room view pressing the Credit Limit button displays Credit the credit limit and editing prompts allowing the user to change ioni the credit limit for a room telephone Green LED Credit Limit 1 set Clear LED No credit limit is set Local During a room view pressing the Local Access button allows or Access denies local call access to the room telephone Green LED Local access allowed Long During a room view pressing the Long Distance Access button Distance allows or denies long distance access to the room telephone Access Green LED Long distance access allowed Operator During a room view pressing the Operator Access button Access allows or denies operator access to the room telephone Green LED Operator access allowed During a room view pressing the Room Condition button Room displays the current Room Condition made or 4 The Condition user may also change the room condition by using the Room
28. m On When an alarm is set to On the system does three things each time an alarm occurs e records an occurrence of the alarm in the Alarm Log File e displays the alarm on the status bar for 10 seconds causes the Concierge PC to once Repeat An alarm set to Repeat mode behaves like an alarm set to On except that it beeps periodically pops open the Alarms dialog and appears continuously in the status bar until you acknowledge the alarm through the Alarm dialog If the alarm dialog is closed or minimized without being acknowledged it will reopen periodically until it is acknowledged When programmed by the installer an alarm set to Repeat mode also rings the Message Waiting administrative telephone and displays an alarm message in its LCD Popup The Popup setting is exactly like the Repeat setting except that it only occurs once if the Alarm dialog is closed or minimized it will not open again When programmed by the installer an alarm set to Popup mode also rings the Message Waiting telephone and displays an alarm message in its LCD Front Desk Attendant s Guide 2 39 This remains blank intentionally GCA70 334 Administrative Telephone Interface Administrative Telephone Interface 3 1 Administrative Telephones The Concierge administrative telephones offer most of the features available from the computer terminal Administrative telephones add to the usability of the system by in
29. omputer Interface GCA70 334 2 4 1 _ Alarm Types The system displays ten types of alarms Telephone Removed A proprietary telephone is unplugged Will not indicate if an IST telephone is unplugged Emergency Number Dialed Guest dials a number matching an entry in the emergency number table Wakeup Call Not Answered Guest does not answer a wakeup call OR Wakeup call was not issued because system was powered down The system issues the Wakeup Call Not Answered alarm after three wakeup call attempts Vacant Room Call Attempt Outgoing call attempt from a vacant guest room Credit Limit Exceeded Guest bill exceeds the guest credit limit This alarm occurs after a call has been completed and will not disconnect a call in progress Telephone Off Hook Guest telephone is off hook for extended period of time as programmed by the installer System Stopped and System Started Displays time and date of system shutdowns and startups Switch Connection Lost The connection to the digital communications system is not functioning PMS Connection Lost The connection between the Concierge PC and the property management system PMS is not functioning SMDR Connection Lost The connection between the Concierge PC and the SMDR serial port on the PMS is not functioning 2 38 Front Desk Attendant s Guide GCA70 334 Computer Interface 2 4 2 Alarm Modes alarm modes are as follows Off System ignores the alar
30. r The system highlights the appropriate room numbers the list box Double clicking on a room number brings up the room summary dialog To view the Directory 1 Click on Directory in the toolbar at the top of the screen The Directory dialog box appears At default the directory 18 sorted by room number but clicking on the Name label at the top of the dialog sorts the directory alphabetically by guest name 2 You can scroll through the list or use the Find button to locate a specific name or room number Double clicking on an item brings up the room summary dialog 3 If you wish to print the directory of rooms and guest names click the Print button 4 Click the Close button to exit the Directory dialog 2 28 Front Desk Attendant s Guide 70 334 Computer Interface 110 Collins 111 Edmonds 112 Lee 113 Milton 114 Adams 115 115 Saunders 117 Lowe 118 Collins 119 120 Kurtz 121 Marlowe 122 Ford 123 124 Willis I n INN18 Directory Dialog Front Desk Attendant s Guide 2 29 Computer Interface GCA70 334 2 2 14 Printouts The Printouts drop down menu allows you to print the following reports Alarm A printout of all alarms in the system same printout as from the Alarms dialog Audit Prints guest and administrative telephone bill listing each telephone separately Each bill contains calls made since the last audit report The installer
31. r in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 3 Click on the box of the room you have selected The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want 4 Turn Do Not Disturb on or off by clicking the appropriate icon Click the Close button to enter the change in the system 2 12 Front Desk Attendant s Guide 70 334 Computer Interface p k I 174 Do Not Disturb Toggle Do Not Disturb Dialog Front Desk Attendant s Guide 2 13 Computer Interface GCA70 334 2 2 6 Condition The standard Impact Concierge guest room condition settings are Made Unmade and Maintenance You can change these settings from the Concierge PC administrative telephones or room telephones When using a Property Management System PMS interface such as the Hitachi PMS additional room condition settings are available for use by the PMS In the case of the Hitachi PMS these condition settings consist of the following Made Unmade Maintenance Maid in Room Inspection Required Out of Order Reserved You can change PMS settings from the Concierge PC or room telephones but not from administrative telephones To change the Condition setting from the
32. ram a wakeup call up to 24 hours in advance The system allows only one wakeup call per room When the system issues a wakeup call the guest s telephone rings for one minute or until he or she answers it If the first wakeup attempt is not answered the system waits one minute and issues another wakeup call If the guest does not answer by the third wakeup call attempt the system generates a Wakeup Call Not Answered alarm If the system goes down or is shut down the wakeup call settings are saved and are still valid when the system is restarted To program a Wakeup Call 1 Go to the Rooms drop down menu and select Wakeup Call The Wakeup Call dialog box appears Each rectangle will display one of the following wakeup states Ringing Wakeup call is in progress Waiting System is waiting between wakeup call attempts Not answered None of the wakeup call attempts were answered Answered The wakeup call was answered None No wakeup is set hh mm am pm Wakeup time that is set 2 Find the room number for which you want to set a wakeup call 2 20 Front Desk Attendant s Guide GCA70 334 Computer Interface 3 Click on the box of the room you want to select The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want 4 Enter a time in the wakeup time box using the hh mm format 5 Turn on the wakeup call option by clicking the On button
33. roduction The mpact Concierge system provides three interfaces the computer terminal at the front desk the administrative telephones and the room telephones This user s guide contains chapters discussing how to use each interface Chapter 2 contains instructions for accessing the Impact Concierge system through the computer terminal at the front desk The computer terminal allows hotel staff access to the full range of system functions e g do not disturb a directory of guests and their room numbers wakeup call status call access etc Chapter 3 discusses the administrative telephones which can be used to perform most of the functions that the front desk terminal can perform Chapters 4 and 5 discuss the use of the guest room telephones Hotel staff can use room telephones for remote answering of attendant stations and for transferring calls chapter 4 Chapter 5 contains procedures guests use to operate room telephones For instructions on the standard features of the DigiTech Impact or Impression telephones refer to their respective user guides Front Desk Attendant s Guide 1 1 This remains blank intentionally GCA70 334 Computer Interface 2 Computer Interface 2 1 The Impact Concierge Program The mpact Concierge computer interface is designed for use at the hotel s front desk You may perform all system functions from the PC the PC s visual interface makes it the quickest and easiest way to ac
34. room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 Click on the box of the room you have selected The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want To check a guest into a room the Condition box in the room summary dialog must display Made If using maid codes you may continue with check in if room is unmade Highlight the name in the Guest Name box by swiping across it with the mouse and replace it with the guest s name Click the Check In box in the lower part of the Room Summary dialog The Room Status will change from Vacant to Occupied Click Close to enter these new settings in the system 2 4 Front Desk Attendant s Guide GCA70 334 70 334 Computer Interface Guest Obl k Dave nam 1 4 Check In Button Check In Dialog Front Desk Attendant s Guide 2 5 Computer Interface GCA70 334 222 Check Out The Check Out feature allows you to check a guest out of an occupied room and print the guest s bill The system will notify you if the guest s telephone is not idle or if there are any messages for the guest Check out can be done from the front desk PC or from any of the administrative telephones
35. s Guide 2 25 Computer Interface GCA70 334 2 2 12 Calls Dialog The Call Display feature allows the user to view SMDR information in real time When a call is completed the new call will appear in the window Users may print call information or clear it from the screen To view the Calls dialog 1 Select Calls from the menu bar at the top of the screen The Calls dialog appears 2 To print the information in the Calls dialog click the Print button 3 If you wish to clear the screen click the Clear button Doing this will eliminate all current call information NOTE If the Manager Password feature is enabled you will not be able to clear the Calls dialog without entering a manager password 4 Click the Close button when you are finished with the Calls dialog 2 26 Front Desk Attendant s Guide 70 334 Computer Interface Telephone Extension Number Call Duration In Minutes 01104235 13 29 18042761423 13 32 37823313 13 40 01804238 13 40 3781045 13 4 3701845 INN15 Calls Dialog Front Desk Attendant s Guide 2 27 Computer Interface GCA70 334 2 2 13 Directory The directory dialog allows you to sort Information by guest name or by room number By default the directory is sorted by room number but clicking on the Name label sorts the directory alphabetically by guest name Clicking on the Find button allows you to search the directory for a specific name or room numbe
36. sage To retrieve a message using a non LCD proprietary telephone 1 Observe blinking message waiting light 2 Press INTERCOM HOLD to retrieve the message To retrieve a message from an IST telephone 1 Observe blinking message waiting light 2 Press INTERCOM voice mail code default code 00 to retrieve the message 5 1 6 Setting A Wakeup Call To set a wakeup call 1 Dial the feature code default code 04 2 Enter the wakeup time in 00 00 format 3 Wait for the confirmation tone and hang up To cancel a wakeup call 1 Dial the feature code default code 04 2 Press the key 3 Wait for the error tone and hang up Front Desk Attendant s Guide 5 3 Guest Telephones 70 334 5 1 7 Answering Wakeup Call When the system issues a wakeup call to a guest the guest s telephone will ring for one minute If the guest does not answer the first wakeup call the system issues two more wakeup calls at one minute intervals If the guest does not answer the third wakeup call the system issues an alarm To answer a wakeup call 1 Lift and replace handset when telephone rings 5 4 Front Desk Attendant s Guide GCA70 334 Index Index A Access Calls e ere eo LS 2 18 Administrative Telephones 3 1 Adding Wireless 3 8 Heartbeat Feature 3 9 Viewing a Guest
37. sage if your Concierge system is equipped with voice mail Both Voice mail message and a desk message waiting for the guest 2 Find the room number for which you want to set or clear Message Waiting To locate a room number on the grid find the intersection of the room number in the left column with the room number in the top row For example To find Room 174 first locate 170 in the left column then locate 4 in the top row The intersection of these two points is Room 174 3 Click on the box of the room you have selected The room summary dialog appears Check the room number in the upper left hand corner of the dialog to make sure it is the room you want 4 The Message option is the top option in the Room Summary dialog Select either On or Off and click on the Close button 2 16 Front Desk Attendant s Guide 70 334 Computer Interface bil 247 222 8 54 k g ui Message Waiting Dialog Front Desk Attendant s Guide 2 17 Computer Interface GCA70 334 22 8 Call Access Call Access controls the types of calls guests can make from their room telephones There are three categories of call access Local Access local calls Direct Access long distance calls Operator Access operator assisted calls and Room Block calling other guests Local Access Calls made within the local dialing area Direct Access Direct long distance access Allows a guest to place a long distance call from
38. to a guest room during or after check in Concierge treats a wireless extension as a data extension it rings when the room extension rings and appears on the guest bill When a guest checks out the system automatically removes the wireless extension When you use an administrative telephone to make or receive a call from a data extension the guest s name shows on the LCD when this option is set by the installer For the name to show the administrative telephone must not be in administrative mode To add a data wireless extension to a room a guest must be checked in to the room The wireless extension you are assinging to the room must not be identified as any other extension type To add a wirless extension to a room 1 From an enabled administrative telephone select the room 2 Press OAI 15 3 Press the Add soft key 4 Enter the extension number you want to assign to the room 5 Press the Enter soft key 3 6 Heartbeat Feature This installer programmed through button mapping on the digital communications system feature causes an LED on the administrative telephones OAI 20 to flash at two second intervals to indicate the Concierge system is communicating with the telephone system If the Concierge PC or its serial link to the telephone system malfunctions the indicator will turn off or be on steady 3 8 Front Desk Attendant s Guide 70 334 Staff Use Of Room Telephones 4 Staff Use Of Room Telephones 4
39. u 2 16 None Eve VR 2 16 VOICE cnc 2 16 2 39 Operator ACCESS 4 q oh pem 2 18 kas UE SO tee 2 22 PMS Connection Lost 2 38 Popup Setting Alarm 2 39 Printouts se erode umb Sarre WE erg ots 2 30 R Repeat Mode Alarm 2 39 Room 2 18 Room Condition 2 14 Room Status 2 24 Room Status Printout 2 30 Room Telephones Guest 5 1 Calling the 5 2 Inside 5 2 Outside Calls 5 2 Speed Dial RE ue 5 2 Wakeup Call Answering 5 3 Index 3 Index GCA70 334 Room Telephones Staff 4 1 Loggin out of a 4 2 Logging in to a 4 2 Remote Answering Attendant 4 1 Transfering a Call ete as 4 2 Room Lus saa en 2 8 5 SMDR Connection 2 38 Starting Impact Concierge 2 1 Status of 2 24 Switch Connection
40. wer a call waiting tone Front Desk Attendant s Guide 5 1 Guest Telephones 70 334 5 1 1 Placing An Outside Call Outgoing dialing plans may differ greatly from one location to another For example one hotel may dial 9 for both local and long distance calls while another may be configured to dial 9 for local and 8 for direct dial long distance calls The Concierge system s programming is very flexible in this regard Please consult your system installer for instructions on how to place outgoing calls 5 1 2 Placing A Call Within The Hotel To place a call within the hotel 1 Lift handset and listen for dial tone 2 Dial extension number 5 1 3 Placing A Speed Dial Call To place a speed dial call 1 Lift handset and listen for dial tone 2 Press 01 and then dial system speed dial number 000 999 NOTE Earlier systems have only 100 299 or 100 599 as system speed dials NOTE See the system installer or the attendant s guide that came with your telephone system for procedures on programming system speed dials 5 1 4 Placing Calls To The Attendant To place a call to the attendant 1 Lift handset 2 Dial 0 5 2 Front Desk Attendant s Guide GCA70 334 Guest Telephones 5 1 5 Retrieving A Message To retrieve a message using an LCD proprietary telephone 1 Observe blinking message waiting light 2 Press the CALL softkey softkeys are located under the LCD display to retrieve the mes
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