Avaya GuestWorks - Manual (Page 71)

GuestWorks and DEFINITY ECS Release 9
Hospitality Operations
555-231-742
Issue 1
November 2000
Hospitality Operations
67 Voice Messaging Operations
7. Enter either the guest’s password or the attendant password.
■
If you hear “Last deleted message has been restored,” listen for the
message “Ready for message retrieval.”
■
If you hear the message “This guest has no deleted messages,” call
the guest and inform him or her that the messages could not be
restored.
8. Repeat this procedure for the number of messages the guest needs restored.
9. When finished, call the guest and let him or her know that the messages
have been restored.
Retrieving Messages for Checked-Out Guests
Voice messages for a former guest are stored in an “old mailbox” for at least 24
hours after the guest checks out or until the next guest checks out from the same
room, whichever comes first. At midnight, all old mailboxes that are at least 24
hours old are purged from the system, and those messages are no longer
retrievable.
If the INTUITY system is administered to save fax messages in the guest’s
mailbox after delivery, a deleted fax will be stored for 24 hours. 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.
If a former guest calls the hotel within the prescribed time period requesting his or
her messages, do the following:
!
SECURITY ALERT:
Only extensions that have been properly administered on the INTUITY
System and the attendant console can retrieve guest messages. Attendants
receiving requests for connection to the voice messaging system should be
trained to be on alert for unauthorized callers who may be trying to “hack” the
voice messaging system. Refer to the Security Handbook for additional
information.
1. When a guest calls to retrieve his or her messages, ask the guest for his or
her room number and voice messaging password.
2. Verify that the guest name and room number are valid.
3. Ask the guest to please hold while the call is transferred to the voice
messaging system.