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Hospitality Features
Issue 5 January 1998
A-39555-230-024
Voice Response Integration
Integrates Call Vectoring with the capabilities of voice response units such as the
Lucent Technologies CONVERSANT Voice Information System. You can also inte-
grate a voice response unit with ACD. All this provides a variety of advantages.
For example, while a call is queued, a caller can listen to product information via
an audiotext application or can complete an interactive voice-response transac-
tion. It may be possible to resolve the caller’s questions while the call is queued,
which helps reduce queuing time for other callers during peak times.
VuStats
VuStats presents Basic Call Management System (BCMS) statistics on telephone
displays. Agents, supervisors, call center managers, and other users can press a
button and view statistics for agents, splits or skills, VDNs, and trunk groups.
These statistics can help agents monitor their own performance or respond
appropriately to the caller’s request.
Hospitality Features
The following features are designed for use in the hospitality industry. Other fea-
tures listed elsewhere may be of use in this industry, however. The Attendant Cri-
sis Alert feature, for example, described in the Basic Features section of this
appendix, is primarily used in lodging establishments. That feature is listed as a
basic feature because it is available on any system that has the appropriate
attendant console.
Attendant Room Status
Allows an attendant to see whether a room is vacant or occupied and what the
housekeeping status of each room is. This feature is only available when you
have Enhanced Hospitality enabled for your system. This feature combines the
property management capabilities of Check-In/Check-Out and Housekeeping
Status but does not require that you have a Property Management System.
Automatic Wakeup
Allows attendants, front desk users, and guests to request that a wakeup call be
placed automatically to a certain extension number at a later time. When a
wakeup call is placed and answered, the system can provide a recorded
announcement (which can be a speech synthesis announcement), music, or sim-
ply silence. With the Integrated Announcement feature, multiple announcements
enables international guests to use wakeup announcements in a variety of lan-
guages.