Avaya GuestWorks - Manual (Page 70)

GuestWorks and DEFINITY ECS Release 9
Hospitality Operations
555-231-742
Issue 1
November 2000
Hospitality Operations
66 Voice Messaging Operations
Restoring a Deleted Voice Message
Deleted voice messages are stored until midnight of the day they were deleted,
except for messages deleted after 11:00 p.m., which can be restored until midnight
of the following day. For example, you can retrieve a message that a guest deleted
at 6:00 p.m. up to midnight of that evening.
If the INTUITY system is administered to save fax messages in the guest’s
mailbox after delivery, a fax deleted by the guest will not be deleted from the
system until midnight of that day. If the INTUITY system is administered to not
save fax messages after delivery, the fax is deleted from the system immediately
after the guest deletes the fax. The system defaults to not saving faxes.
Deleted messages are stored on a last-in first-out basis. The last message that a
guest deleted is the first message restored. Because messages are stored this way,
and because messages can only be restored one at a time, it is important that you
ask the guests how many messages they have deleted since the message they want
restored. If the message was the last one deleted, follow the procedure once. If the
desired message was not the last message deleted, ask the guests how many
messages have been deleted since that one and do the procedure that many times.
It is much easier to restore three messages in a row and let the guests sort through
them than it is to restore number 1, find out that it is not the right one, then restore
number 1 over again in order to get to number 2.
To restore deleted messages, do the following:
1. When a guest calls to have a deleted message restored, ask him or her for
the room number, the guest’s voice messaging password, and the number
of messages that the guest needs restored. Suggest to the guest that you can
restore all of the messages and allow the guest to sort through the
messages.
2. Verify that the guest name and room number are valid.
3. Inform the guest that you will notify him or her when the messages are
restored. You can either place the call on hold or call the guest back.
4. Select an idle call appearance.
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You hear dial tone.
5. Enter the message retrieval number.
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You hear ringback tone.
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The display shows the number you are calling.
6. After the voice messaging system answers, press the 0 button followed by
the guest’s room extension.
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A message confirms that this is a “current” guest (registered through
the PMS).