Pre-Installation Overview Guide

Transcription

1 Nortel Communication Server 1000 Hospitality Messaging Server 400 Pre- Document Number: NN Document Release: 1.0 Date: April 2006 Year Publish FCC TM Copyright 2006 Nortel Networks. All rights reserved. Produced in Canada The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.

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3 Revision History Date Version Description April HMS400 Pre- initial release Nortel Hospitality Messaging Server

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5 Table Of Contents Chapter 1: About this Guide... 7 Where to Start... 7 Denan Regulatory Compliance (Japan only)... 7 Chapter 2: Pre-installation Activities and Checklists... 9 Required Tools... 9 Required documents... 9 Installation Checklists Site Inspection Checklist Site Preparation Pre-Installation Checklist Chapter 3: Installation Task Overview Appendix A: Installing HMS 400 in place of Meridian Mail HVS Programming ports on the CS Feature differences between HMS and HVS Appendix B: Post-Installation Tracking and Testing Site Identification General System Information HMS400 Information Channel Extension Numbers (DN) M1 Programming Check Guest Voic Test Script Check In Check Out Leave & Retrieve Voice / Text Message Guest Mailbox features Office Voic Test Script Auto Wakeup Test Script Minibar Entry System Auto Attendant Test Script Telephone UI Menu Room Status Test Script Sign off Nortel Hospitality Messaging Server

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7 Chapter 1: About this Guide Where to Start The Hospitality Messaging Server 400 Pre-Installation Guide provides an overview of installing the HMS 400 system The primary purpose of the guide is to provide a road map for installing a new system to ensure success. The guide also provides additional information on transitioning from a Meridian Mail HVS installation to an HMS 400 solution. Denan Regulatory Compliance (Japan only) Nortel Hospitality Messaging Server

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9 Chapter 2: Pre-installation Activities and Checklists Required Tools The HMS 400 can be installed with standard telephone technician tools, including: Antistatic ESD wrist strap (recommended) Various sizes of Phillips cross-head and standard screwdrivers A set of hex nut drivers Side cutters Jumper removal tool or needle-nosed pliers Tweezers Tape measure for determining cable lengths A flashlight for examining the interior of a server chassis Pen for writing notes, cable lengths, and cable identifications Cable tie wraps Cable identification labels Punch down tool if the digital lines off of the PBX are to be punched down to the MDF rather than run through the supplied breakout boxes. Equipment log. The equipment log is used to record the model and serial number of the system, all installed options, and other information. A computer with a CD-ROM drive that is separate from the HMS 400 server (such as a laptop computer). This is required for reading documentation on CD-ROM and for connecting to the internet for PEP downloads. Ensure you have all required tools before starting the installation process. Required documents All HMS 400 documents come on the documentation CD-ROM supplied with your server (order code NTUB30CA), but you need to regularly visit the Nortel Product Support documentation portal for the most recent versions of the NTPs. This can be found at: The following documents should be available in either hard copy or soft copy during the installation: HMS 400 Installation and Configuration Guide (NN ) HMS 400 Administration Guide (NN ) HMS 400 Maintenance Guide (NN ) HMS 400 Staff User Card English (NN ) HMS 400 Guest User Card English (NN ) HMS 400 Staff TUI User Guide English (NN ) You also need to obtain the most recent Distributor Technical Reference (DTR) Bulletin from the Nortel Partner Information Center at: Nortel Hospitality Messaging Server

10 You will need a user name and password to access the Partner Information Center. The DTR provides details on the currently supported PEPs and information that did not make it into the NTPs. Installation Checklists Complete all of the following checklists before attempting to install the HMS 400 system. Site Inspection Checklist Before performing hardware installation ensure the following has been done during site inspection: Check Description Ensure that a water fire-retardant system is not present in the chosen location. If this system is accidentally activated, it will severely damage the server. Ensure that there are no heat sources near the peripherals and ventilation. Ensure that the area is clean and clear of any debris. Ensure that there is adequate space for all equipments. Ensure that there is a desk, shelf or table for the monitor, keyboard, mouse and modem (more space will be needed in a multi-server environment). Ensure that an external analog phone line is available for the modem. Ensure there are enough power outlets for the server, monitor, and modem (more power outlets will be needed for multi-server systems). Ensure that the 10/100 BaseT Hub/Switch and Cat5 cables are available for the servers (for multi-servers only). Site Preparation The following items should be made available before going on-site for installation: Check Description Completed Pre-installation checklist Sufficient power points with AC rating of 110V/220V UPS of at least 400VA with Power Management software recommended 1 LAN point (Optional) 56Kb USB Modem recommended NTUB30HA: Orderable from Nortel only in NA. Customers outside of NA will have to source for their own USB modems (Requirement for remote technical support) Nortel Hospitality Messaging Server

11 Minimum of 8 modular telephone cords (RJ11) of at least 3m in length each (actual number dependent on total number of channels purchased) 9 pin female terminated RS232 cable laid from PMS Interface PC to HMS400 PC (PMSI). If cable length is more than 50ft, line modem/booster is required. 9 pin female terminated RS232 cable laid from PBX PMS serial port to HMS400 PC (for the proper cable, see HMS400 PMSI Cabling Specifications below). Pre-Installation Checklist Apart from the site preparations, also ensure the following information has been gathered before the installation is carried out to ease in system configuration: Check Description Obtain the PBX software version and ensure the required messaging patches have been installed. Find out the number of channels (based on the key code) to be assigned for these modules: Voic - Incoming Channels AWU - Incoming/Outgoing Channels Minibar Entry and/or Room Status - Incoming Channels Gather the following Minibar requirements: Minibar Items List and Charges: Ready Not Ready Direct line to access HMS 400 System: Yes No 1 analog direct line connected to Modem: Yes No Guest Rooms and Extensions list: Yes No Admin Extensions list and who should have a mailbox: Yes No Obtain Room/Maid Status Codes from the Hotel s PMS Obtain Language Codes from the Hotel s PMS Obtain Hotel PMS s Serial Link Transmission Rate and Communication Protocols (e.g. 9600,N,8,1) Is the HMS 400 replacing an existing Meridian Mail HVS system? If so, review Appendix A of this document. Nortel Hospitality Messaging Server

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13 Chapter 3: Installation Task Overview This section provides a high-level overview of the basic installation tasks and cross-references to where descriptions of these tasks can be found in the HMS 400 NTPs. Step Activity NTP reference 1 Ensure pre-installation checklists complete HMS 400 Installation and Configuration Guide Chapter 2 2 Punch down lines for digital ports from PBX HMS 400 Installation and Configuration Guide Chapter 2 3 Program digital set ports and hunt groups on the CS1000 HMS 400 Installation and Configuration Guide Chapter 3 4 Unpack and inspect server(s) HMS 400 Installation and Configuration Guide Chapter 4 5 Connect peripherals to server(s) HMS 400 Installation and Configuration Guide Chapter 4 6 Connect digital ports to HMS 400 PBX interface boards (either via punch down to MDF or breakout boxes) HMS 400 Installation and Configuration Guide Chapter 2 7 If multi-server, set up networking between servers HMS 400 Installation and Configuration Guide Chapter 5 8 Connect hotel Property Management System to HMS 400 via serial link HMS 400 Installation and Configuration Guide Chapter 2 9 Connect HMS 400 PMSI interface to CS1000 serial port HMS 400 Installation and Configuration Guide Chapter 2 10 Boot up HMS 400 Server(s) to ensure operating system and HMS 400 software installed correctly. 11 Check that Dialogic drivers are correctly configured and then start the services. Once the services are running, check the back of the Dialogic board/s to ensure that no Error numbers (E1 E8) for valid ports appear on the LED display. Note: Ports that are not keycode-activated will have error numbers. Those are fine. HMS 400 Installation and Configuration Guide Chapter 7 HMS 400 Maintenance Guide Chapter 4 Nortel Hospitality Messaging Server

14 12 Install most recent Product Enhancement Packages (PEPs) from Enterprise Solutions PEP Library ( HMS 400 Distributor Technical Reference 13 Set up test mailboxes (both Admin and Guest) on HMS 400 HMS 400 Installation and Configuration Guide Chapter 6 14 Test that all digital ports respond properly on both CS1000 and HMS Test Property Management System Interface link to ensure communication between PMS, HMS and PBX is established HMS 400 Maintenance Guide Chapter 2 HMS 400 Maintenance Guide Chapter 2 16 Set up Admin users HMS 400 Administration Guide Chapter 4 17 Set up Auto Attendant flows HMS 400 Administration Guide Chapter 3 18 Set up guest mailboxes HMS 400 Administration Guide Chapter 5 19 Test and document complete configuration This document, Appendix B 20 Cut into live service Nortel Hospitality Messaging Server

15 Appendix A: Installing HMS 400 in place of Meridian Mail HVS This section provides recommendations for sites that are moving from the old Meridian Mail Hospitality Voice Services solution to the new HMS 400 product. Programming ports on the CS1000 One of these issues is how the ports are programmed. As you all probably know, the Meridian Mail ports are programmed as an ACD group. This enables you to use the lead ACD DN as the number on all of your MWK definitions on all your sets. On an HMS400 system the ports are programmed in a Group Hunt list with Round Robin hunting and the hunt list is assigned a Pilot DN using LD57. This means that you can not use the pilot DN when you define a Message waiting key on a phone. You are required to program a dummy ACD number and Night Call Forward (NCF) it to the pilot DN of the HMS400. You can then use this dummy ACD number on all MWK definitions. It should also be noted that this only applies to phones that are programmed after the conversion to the HMS400. The sets that were programmed on the original Meridian Mail will continue to work fine. Only new sets programmed after conversion will have to have the dummy ACD number in its MWK definition. For this reason it is possible to program the HMS400 with its main entry point as the old voice mail access number, but some extra programming will be needed to accommodate the Dummy ACD number. If you are installing a new PBX and a new HMS400, then the dummy ACD number must be used on all phones. This can be accomplished several different ways depending on how the customer wants it done. Feature differences between HMS and HVS The HMS 400 is not an exact replacement for the Meridian Mail HVS product. Some differences in functionality do exist and these need to be documented to end-customes during the sales and installation process. The table below summarizes the feature differences: Feature Meridian Mail HVS System Features Disk to Disk back-up & restore No Yes Disk Shadowing or RAID 1 (disk mirroring) Yes No Minimum four voice prompt languages/system Yes Yes Remote Maintenance Access Yes Yes Maintenance/Admin Format - GUI based look/feel No Yes Guest admin back-up terminal for downed PMS Yes Yes Support for the AMIS-A analog networking protocol Yes No Auto-Attendant services: Yes Yes Hospitality Messaging Server 400 Nortel Hospitality Messaging Server

16 Feature Meridian Mail HVS Time of day, day of week, holiday controllers Yes Yes 1-9 key presses + revert DN & options repeat Yes Yes Up to 20 layers deep Yes Yes Announcement service - 10 minutes in record length 4 min Yes Fax on Demand service - same service or fax call back Yes No Voice Forms - recorded question/responses Optional * No Remote DTMF access to change menu/time of day Yes No service DID voice prompt maintenance access Yes No Auto-Attendant services access to voice mailbox Yes Yes Broadcast messaging to all, or partial users local or Yes Yes remote Centralized Messaging support for multi-pbx solution Yes No System Reports Yes Yes System Alarms Yes Yes MWI Yes Yes Remote Notification Yes No Guest Features Guest configurable greeting Yes Yes Guest Configurable passcode Yes Yes Assign Guest Passcode through PMS or Database Yes Yes Network (LAN) Compatible No No Guest Messaging tutorial Yes No Abbreviated telephone user interface Yes No Automatic Check-in Comfort Message Yes Yes Auto-login/auto-play Yes Yes Multiple Guest rooms per mailbox No Yes Move Guest between rooms/msg preservation Yes Yes Group Guest message delivery No Yes Automated Guest Service Menus Yes Yes Room Number to Extension Translation No Yes Guest Language Set by PMS Yes Yes Dual language voice prompting per guest mailbox Yes Yes Guest Text Messaging No Yes Guest message deletion restore Yes Yes Room status (Maid/Butler TUI room status) Yes Yes Auto Wake-up w/snooze No Yes Multi-language auto-wake-up Yes Yes Multi-auto-wake times ups/room No Yes Guest msg remote access during stay Yes Yes Staff Features Message copy to another mailbox Yes Yes System distribution list (shared) Yes Yes New user tutorial Yes No Operator revert number Yes Yes Remote Notification Yes No Message blocking (scheduled absence) Yes No Local on-switch greeting Yes No External DID greeting Yes Yes Hospitality Messaging Server 400 Nortel Hospitality Messaging Server

17 Feature Meridian Mail HVS Personnel mailbox administration Yes Yes Compose msg to other mailboxes Yes Yes Express msg telephone by-pass No Yes Ability to pre-pend TUI commands (power user) Yes Yes Interactive voice response for room status update No Yes Interactive voice response for minibar posting No Yes Hospitality Messaging Server 400 Nortel Hospitality Messaging Server

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19 Appendix B: Post-Installation Tracking and Testing Nortel recommends that at the end of the installation process, you complete this form and the associated testing to ensure the system is completely operational and the customer is satisfied with the installation. This hardcopy can be printed out, or an MS Word version of the document can be obtained from Site Identification Order Number Customer Name Customer ID Contact Address Telephone # Fax # Product Installer/s Version Install and Cutover Date General System Information Dongle Serial Number Modem Number PEP installed PBX Model PBX software release PMS Brand and version Nortel Hospitality Messaging Server

20 HMS400 Information Nmber of Channels Voic General Pilot Number TUI Access # AA Access # Voice Mail PMS Baud Rate, Parity, Data Bit, & Stop Bit Minbar/Room Status Minibar/Room Status Pilot Number Channel Extension Numbers (DN) M1 Programming Check Check the Hunt Group Programming: Ensure all channels in the hunt group answer when dialing the PLDN Ensure Class of Service on sets is correct, especially for message waiting indicators. Nortel Hospitality Messaging Server

21 Action Result Yes No 1. Check Dialogic Card displays on Back of Server 1. All displays should be a solid number 0 4 or 1 5 depending on number of cards. (Unless some or all the channels on a particular dialogic card are not used). 2. Dial the PLDN and wait until it answers. Do this as many times as there are channels in the hunt group. 2. Watch the line status on the HMS 400, each channel should answer starting with the first. 3. Make sure the MWL lines are out of the hunt group. 3. When dialing the PLDN, once you reach the MWL lines, the call will skip those lines and answer on the next available line that is in the hunt group. 1. Do a print on the M1 for guest and admin sets. 1. All sets should have these CLS: a) Admin: tld hta fna mwa cnda cnia dnda ccsa mra nama b) Guests: tld lpa hta fna mwa cnia ccsa mra nama Guest Voic Test Script Integration With Property Management System (PMS) Ensure ALL extensions and rooms have been built. Ensure connection has been established between HMS400 and the PMS as well as the PBX. Nortel Hospitality Messaging Server

22 EVENT ACTION RESULT Y N NA Check In Check Out Check-in guest from PMS Check-in sent to the PBX View guest info from Hotel UI Check out guest from PMS Check out sent to PBX View room information in the Hotel UI Status is IN Mailbox is created Phone is unbarred Status is out Phone is barred Name is removed and should not be displayed on the phone Guest Info Update Room Change Change guest name from PMS Change Language code from PMS Activate DND from PMS Deactivate DND from PMS Check in a guest from the PMS View guest info from Hotel UI and get mailbox # Do a room change from the PMS View room info in the Hotel UI and verify that it is the same mailbox # New name shows in the HMS and on Phone All mailbox prompts change to correct language Busy tone heard when calling room Able to call room Guest is Checked in Mailbox from old room now in new room Old phone is barred New phone displays guest name New guest phone is unbarred Old room: status is out Nortel Hospitality Messaging Server

23 EVENT ACTION RESULT Y N NA Room Above Tenth Floor Check in a room above tenth floor Status is IN and phone is unbarred Move a room from below the tenth floor to a room above the tenth floor MBOX retained for new room Check out room Status is OUT and phone lie is barred Leave & Retrieve Voice / Text Message Room is checked-in Step Description Y N NA A Leave Message By Using An Internal Phone (1) Message counter is incremented on HMS and Phone (2) Message lamp on guest set is lit (3) Correct language is heard B Leave Message By Using An External Phone (1) Message counter incremented by one on HMS and guest set (2) Message lamp on guest set is lit C Leave Message Using Express Messaging (1) Message counter has incremented by one on the HMS and guest set (2) Message lamp on guest set is lit D Ability to Transfer to Operator by Pressing Zero (using above 3 methods) E Retrieve Message Using Guest Set (1) Message Counter update accordingly (2) Number of new/old message are played correct on second call Nortel Hospitality Messaging Server

24 Step Description Y N NA (3) Message lamp is still on when there is at least 1 new message remaining (4) Message lamp is off when there are no new messages (5) Able to save messages by pressing * (6) Able to delete messages by pressing 3 F Retrieve message by using express retrieve (1) New/Old messages update accordingly (2) # of messages are correct on second call (3) Message lamp is turned off when no new messages G Send Text Message from PMS (1) Text message column indicates YES (2) Text message prompt heard when checking messages (3) Message lamp is on H Send clear text message OFF command from the PMS (1) Text message column indicates NO (2) Text message prompt is not heard in voic (3) Message lamp is OFF (4) Message lamp is on if there are new messages I Text Message Lamp Status (1) 1 new voice with text, lamp on (2) 1 old voice with text, lamp is on (3) 1 old voice with no text, lamp is off J Retrieve Text Message Able to transfer to Message desk Nortel Hospitality Messaging Server

25 Room is moved Description Y N NA A Leave A Message (note the mailbox number) (1) Message counter has incremented correctly (2) Message Lamp is on B Move To New Room (1) Mailbox number for new room is same as old room (2) Message lamp for old room is OFF (3) Message lamp is on for the new room (4) Able to retrieve messages from new room (5) Not able to retrieve messages from old room Room is Checked-out Description Y N NA A Leave a message by using an internal phone Not able to leave message B Leave message using express messaging Not able to leave message C Retrieve message using guest set Not able to retrieve message D Retrieve message by using express retrieve Not able to retrieve message E Retrieve a post check out message via TUI Not able to retrieve message Nortel Hospitality Messaging Server

26 Guest Mailbox features Description Y N NA A. Set AWU Call Able to set AWU call Able to cancel previously set time and set a new one B. Password Able to change password Able to reset password through HMS C. Greeting (1) Able to change personal mailbox greeting (2) Able to revert to HMS default mailbox greeting (3) Able to reset HMS default mailbox greeting through HMS Office Voic Test Script Description Y N NA A. (1) Able to create new mailbox with selected COS from HMS (2) Able to leave message for extension that mailbox was created (3) Able to forward message with or without introduction /comment (4) Message lamp comes on when there is a new message (5) Able to access mailbox from own extension or other extension (6) Message lamp goes off when new messages are retrieved (7) Able to delete messages (8) Able to undelete messages from HMS B. Password Nortel Hospitality Messaging Server

27 (1) Able to change password from feature menu (2) Able to reset password from the HMS Description Y N NA C. Personalized Greetings (1) Able to record personal mailbox greeting Temp/Int/Ext (2) Able to revert to HMS mailbox greeting (3) Able to reset to default greeting from the HMS D. Revert DN (1) Set the revert DN in the Office voic UI (admin config) (2) Test revert DN from another admin set (3) Test revert DN from a guest set (4) Test revert DN from an outside number E. Message Broadcast (1) Create distribution list on HMS (2) Send distribution list through admin feature menu in voic Auto Wakeup Test Script Description Y N NA A B C D E Able to set auto wakeup from guest room Able to set more than one auto wakeup from the HMS First auto wakeup call to guest room on time Second auto wakeup call to guest room on time Able to set group auto wakeup from TUI broadcast F Able to cancel auto wakeup from guest room by dialing **** G Able to cancel auto wakeup for both individual room and group from the HMS Nortel Hospitality Messaging Server

28 Description Y N NA H I J K L M N O Able to activate snooze upon answering the auto wakeup and HMS will call back in 10 minutes Auto wakeup reschedules accordingly on busy/no answer condition Auto wakeup also reschedules the correct number of times within the set interval. Able to transfer to operator after maximum failed attempts Log printer prints out auto wakeup details accordingly Able to print pending job report once a day as configure Able to print pending job report at regular intervals as configured Able to hear correct language based on guest check in language Minibar Entry System Ensure Minibar items and changes have been configured in the HMS Create a supervisor ID and ensure all minibar prompts have been recorded and activated Description Y N NA A B C D E F G H I J K Able to record and activate minibar item prompts using Supervisor ID Able to do minibar posting from guest room Able to do minibar posting from HMS Charges are posted to PMS correctly Minibar posting details are printed to the correct log printer Able to generate all available reports Maids are able to hear preferred correct language depending on ID Able to add/delete/edit users language and password Able to add/delete/edit minibar items Able to edit minibar charges Able to run minibar end of day report Nortel Hospitality Messaging Server

29 Auto Attendant Test Script Create all prompts necessary for an auto attendant Create an auto attendant with multiple layers Nortel Hospitality Messaging Server

30 Description Y N NA A Jump To Layer Call AA from guest set and enter key to jump to next layer Call AA from admin set and press key to jump to next layer Call AA from outside # and press key to jump to next layer B Prompt to Enter Extension Call AA from guest set and transfer to admin set Call AA from guest set and transfer to another guest set Call AA from admin set and transfer to admin set Call AA from admin set and transfer to guest set Call AA from outside # and transfer to admin set Call AA from outside # and transfer to guest set C Repeat Call AA from guest set and press the repeat key Call AA from admin set and press the repeat key Call AA from outside number and press the repeat key D Retrieve Voice Message Retrieve message for guest set Retrieve message for admin set Retrieve message for guest set from outside number Retrieve message for admin set from outside number E Transfer to Extension Call AA and transfer to another extension (ie sales department) Call AA from outside # and transfer to another extension F G Transfer to Day Operator Call AA from guest set and transfer to day operator Call from outside number and transfer to day operator Transfer to Night Operator Call AA and transfer to operator Nortel Hospitality Messaging Server

31 Call AA from outside number and transfer to operator H End Call Call AA and press end call key Call AA from outside number and press end call key Telephone UI Menu PMS menu Guest Services Prompt Maintenance Description Y N NA A Telephone UI PMS menu Check in a guest room Check Out a room Move a guest to another room Change the language of a Guest Mailbox B Guest Services Menu Reset Mailbox Password Enable a Mailbox (this actually re-enables a disabled mailbox; it doesn t create a new one. Creation of a new mailbox can only be done from the system) Disable a Mailbox Set or Cancel a Wake Up Call for one guest or a group of guests (Group wake up is set by pressing the * key followed by the AWU Distribution List number) Retrieve Post Checked Out message Note: The maximum number of days post checked-out messages kept by the system is 99 days but is defaulted to 2. Undelete messages (this will restore all deleted messages in the specified mailbox) Room Status Test Script Ensure room status codes have been configured in the HMS Ensure those codes have been correctly mapped to the corresponding PMS codes Nortel Hospitality Messaging Server

32 Description Y N NA A B C D E F G H Able to do room status posting from guest room Able to do room status posting from HMS Details are posted to the PMS correctly Maids are able to hear preferred language based on ID s Room status posting details are printed to correct lo printer Able to print posting report from HMS Able to create room status codes from the HMS Able to configure/edit/delete users Sign off CERTIFIED BY CONDUCTED BY Name Designation Date Name Designation Date Signature Signature Nortel Hospitality Messaging Server

33 Installation Fault Form Problem Description (In Summary) Category Problem Description Status PBX Problems PMS Problems Configuration Problems Software Bugs Hardware Problems Other REMARKS Nortel Hospitality Messaging Server

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35 Nortel Communication Server 1000 Hospitality Messaging Server 400 Pre- Copyright 2006 Nortel Networks. All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks. Publication number: NN Document release: Standard 1.0 Date: April 2006 Produced in Canada