HHVX-Manual

Welcome to one of the most advanced Hospitality Communications System available today.

To get started right away, we have some quick important topics.

Blind Transfer

Blind transfers gives the person the ability to send the answered call to another phone/terminal. Instructions:

1. Once you have answered a call, the “Blind XFER” (Blind transfer) will appear as a soft-key on the bottom of the display window of the phone.
2. Press the Blind XFER key
3. Enter the extension or external phone number
4. Press the enter key
5. The call will be redirected to the proper destination.

Retrieving Voicemail

1. Press the messages button located on the phone.  Note: some phones may have a physical key and others will display the messages button on the screen only when there is a new voicemail message.  As an alternative, you can dial *86
2. If you are prompted for a password, typically it will be the same as the extension number of the phone.  Note: you may change your password at any time by going into advanced options once you are in your voicemail box.

Full details and instructions are below.

Polycom SoundPoint IP 320/330

• Revolutionary voice quality, delivered through Polycom HD Voice technology
• A high-resolution, backlit graphical display
• Two lines

Polycom SoundPoint IP 450

• Revolutionary voice quality with Polycom HD Voice
• Three lines, for a moderate volume of calls

Polycom SoundPoint IP 550

• A four-line SIP desktop phone
• Revolutionary voice quality with Polycom HD Voice technology

Polycom SoundPoint IP 670/650

• Is a six-line SIP desktop phone
• Delivers revolutionary voice quality thanks to Polycom HD Voice technology
• Grows with the needs of your business. It is expandable up to twelve lines with a Polycom SoundPoint IP Expansion Module

Polycom SoundPoint IP 670/650

Polycom VVX 400 Series

Polycom VVX 600 Series

How to Activate/Deactivate a Telephone Using the online CWP

1. Log onto https://cwp.thinksimplicity.net
2. Go to the EXTENSION tab
3. Beside the extension number under the Status column it will say Active or Inactive
4. If the extension status is Inactive click on the word Inactive and a popup box should appear.
5. Check the beside the word Active then click Save Status
6. This will now trigger the phone to activate.
7. At this point you also may want to set the External Permissions for the extension as well.

How to Activate/Deactivate a Telephone Using an Admin Phone

How to Request Changes to IVR

How to Use the Auto Attendant

Recording the Greeting

IVR Structure

Call accounting is provided as a bundle to your service.  

Think Simplicity has partnered with Genesis Systems Corp. to provide a fully hosted call accounting solution.

To access the online call accounting application please click here. If you require support or training, please send an email to support@thinksimplicity.com 

1. Before picking up the handset, press [*] + [*] + [extension number] + [#]
2. Pickup handset

1. Before picking up the handset, press [*] + [8] + [#]
2. Pickup handset

Setting Phone Restrictions from and Admin Phone

Setting Phone Restrictions from the CWP

1. Under the EXTENSIONS tab, all extensions for the property are listed.
2. There are 2 columns that show the existing call permissions for the respected extension number.
3. To modify the permissions, simply click on the permissions for that extensions and a popup with appear.
4. Select the necessary permissions the click save.
5. The permissions will be applied to the phone.

• Please allow up to 1 minute for the permissions to take effect.
• Manager user roles have the ability to change the permissions for all extensions.
• Regular users only have permissions to modify the guest room extensions.

• Verify or set phone restrictions
• Verify or change guest/extension caller ID names
• Activate or deactivate phones
• Check of the phone is online or offline
• Set wakeup calls for a single room or group of rooms
• Call log reports
• 911 call log reports
• Manage user access to CWP
• View important service notices by Think Simplicity
• etc.

Hotels can now identify different call classes by unique ring types on administrative phones.

The initial update can change the ring tone heard for calls coming from guest room phones, external calls, internal calls and 911 alert calls. Other custom classes can be added upon request to satisfy a unique requirement per hotel.

This update takes minutes to add and once installed, busy hotel staff can then prioritize answering calls based on the ring type alone.

To implement this feature or modify the classes, please contact support@thinksimplicity.com

Setting up Do Not Disturb for a Guest Room When enabled on a guest room, any calls destined for that room will go straight to voicemail.

Enabling

[*78] + [prefix if required] + [room number] If a call comes into a room that has DND enabled, the call will be immediately transferred to the voicemail mailbox for that room.

Disabling

[*79] + [prefix if required] + [room number] Setting up Do Not Disturb on an Administrative Telephone                     Note: Several models of the Polycom Administrative Telephones have a Do Not Disturb button located directly on the phone.   If your telephone has the Do Not Disturb button- The button can be pressed to activate the Do Not Disturb feature and then pressed again to deactivate the Do Not Disturb feature. If your telephone does not have the Do Not Disturb button- Please refer to the Polycom tutorials section within this Client Web Portal and select the tutorial for the model of Polycom that you have.

When an administrative telephone or room extension dials 911 or equivalent, the outbound call will flow to the Emergency Services Operators.

The emergency ring group extensions will also start to ring and display a message on the telephone display with a notification of the extension that originated the 911 call.

The phones will continue to ring until answered and a recording will be played stating that an emergency call was placed and the extension number that originated the emergency call.

A $250 CHARGE MAY BE INCURRED by the customer if it is not possible for Think Simplicity to register the address of the main DID for E911 services over VOIP.

• [*78] + [prefix if required] + [Room Number]  :  Do Not Disturb (DND) on
• [*79] + [prefix if required] + [Room Number]  :  Do Not Disturb (DND) off
• [*81]  :   Set Wakeup Call
• [*81] + [prefix if required] + [Room Number]  :  Set Wakeup Call
• [*921]  :  List Wakeup Calls
• [*92]  :  Record Wakeup Message
• [*870]  :  Phone Restrictions – No external calls
• [*871]  :  Phone Restrictions – Domestic calls
• [*872]  :  Phone Restrictions – Unrestricted
• [*86]  :  Retrieve Voicemail
• [*486] + [prefix if required] + [Room Number]  :  Get Room Voicemail (Restricted to Admin phones)
• [*86] + [prefix if required] + [Room Number]  :  Transfer directly to Voicemail
• [*86] + [Admin Extension Number]  :  Transfer directly to Voicemail
• [*89]  :  Directory Assistance
• [8] + [411]  :  Directory Assistance
• [0] + [411]  :  Directory Assistance
• [*94] + [Status Code]  :  Set Room Status (from room)
• [*620]  :  Night Audit (IVR) off
• [*621]  :  Night Audit (IVR) on
• [*881] + [prefix if required] + [Room Number]  :  Check Out (Restrict Calling)
• [*882] + [prefix if required] + [Room Number]  :  Check In (Allow Calling)
• [*94 ]+ [Status Code]  :  Room Status Maid Service (Restricted to Room phones
• [*] + [8] + [#]  :  Group Pickup
• [*] + [*] + [extension number] + [#]  :  Directed Extension Pickup

Method 1:

1. Press [*94] + [Status Code]
 + [#]
2. A recording will be played and at this point the phone can be hung up.

Method 2:

1. [*94]
2. The system will request a password to be entered, by default password is: “1234” and can be changed by a call to Think Simplicity support.
3. Once the correct password has been entered, they system will prompt to enter the status from 1-9
4. A confirmation required will be played and the phone can be hung up

The default status codes are:

• Room to Room:  Press [prefix if required]+ [room number]
• Local: Press [prefix if required] + [area Code] + [number]
• Long Distance: Press [prefix if required] + [1] + [area code] + [number]
• Credit Card: Press [prefix if required] + [0] + [area Code] + [number]
• Collect: Press [prefix if required] + [0] + [area Code] + [number]
• Operator Assisted: Press [prefix if required] + [0] + [area code] + [number]
• Toll Free: Press [prefix if required] + [1] + [toll free number]
• International: Press [prefix if required] + [011] + [country code] + [city code] + [number]
• Information: Press [prefix if required] + [411]
• Emergency: Press [911]

Shared line appearances allows multiple phones to share the same extensions as well as permit a caller to be placed on hold by one phone, then picked up on the shared line of another phone.

It also allows one phone to view the status of that extension on another phone.  

For example reception can share the line of a manager and can quickly determine if the manager is on the phone or not.

Request Support During Standard Business Hours

Request Support After Hours, Weekends or Holidays

Priority 1 (Urgent):

Priority 2 (High):

Priority 3 (Medium):

Priority 4 (Low):

To submit or view tickets please click here or email support@thinksimplicity.com

Retrieving Voicemail

To enter the voicemail system, press *86 from any phone (either Admin or Room). Some phones have a “voicemail” button. If that is the case, then just press that button to access the voicemail system.

Voicemail Menu Map

1 Read voicemail messages

– 4 Play previous message

– 5 Repeat current message

– 6 Play next message

– 7 Delete current message

– 9 Save message in a folder

– – – 0 Save in New Messages folder

– – – 1 Save in Old Messages folder

– – – 2 Save in Work Messages folder

– – – 3 Save in Family Messages folder

– – – 4 Save in Friends Messages folder

2 Change folders

– 0 Switch to New Messages folder

– 1 Switch to Old Messages folder

– 2 Switch to Work Messages folder

– 3 Switch to Family Messages folder

– 4 Switch to Friends Messages folder

0 Mailbox options

– 1 Record your unavailable message

– 2 Record your busy message

– 3 Record your name

– 4 Record your temporary message

– – – 1 Record your temporary message

– – – 2 Erase your temporary message (going back to the standard message)

– 5 Change your password After recording a message (incoming message, busy/unavailable greeting, or name)

1 – Accept

2 – Review

3 – Re-record While listening to a recorded voicemail message: Press # to fast forward, or * to rewind.

Note: Voice mails may only be saved for 90 days and in which case will be permanently purged from the system.  If you wish to keep emails for long period, we recommend setting up a voice mail to email setting on your voice mail box.  This can be done by sending a request to email to support@thinksimplicity.com. 

To Listen to the Current Wakeup Message for the Property

1. Dial *81
2. A recording will be played stating: “Welcome to the Wakeup Call System…”
3. Dial 8
4. A recording will be played stating: “.. to review the wakeup message press 2…”
5. Dial 2
6. A recording will be played stating “The current message is” and you will hear the current wakeup message.
7. Hangup

Managing Wakeup Calls from the Client Web Portal (CWP)

To Schedule a Single Wakeup Call

1. Click on the WAKEUP CALL tab
2. Click on Create New Wakeup Call
3. A popup window will appear to enter a single room number and local time for the wakeup call
4. Click Save
5. The wakeup call setup request is placed in a queue and will be created and displayed on the page within 5 minutes.

To Schedule a Group Wakeup Call

1. Click on the WAKEUP CALL tab
2. Click on Create Group Wakeup Call (BETA)
3. A window will popup with a list of Room numbers
4. Click on the checkbox to the left of each room number you wish to create a wakeup call for.
5. Enter the time for the wakeup call and click Save
6. The wakeup call setup requests are placed in a queue and will be created and displayed on the page within 5 minutes.

To Remove a Scheduled Wakeup Call

1. Click on the WAKEUP CALL tab
2. Listed in the table under the heading Currently scheduled wakeup calls is a list of active wakeup calls that will get triggered at their respected times.
3. Click Cancel next to the wakeup call to be deleted.
4. A popup window will appear with a checkbox to be clicked to confirm the deletion.
5. Once the checkbox has been clicked and then click Save/Close
6. The deletion request will be placed in queue and will be processed within 5 minutes.

To Create a New Wakeup Message for the Property

1. Dial *81
2. A recording will be played stating: “Welcome to the Wakeup Call System…”
3. Dial 8
4. A recording will be played stating: “Press 1 to record a NEW wakeup message…”
5. Dial 1 and you will hear a recording prompting you to “Record a NEW wakeup message”
6. At this point you will record the new wakeup call message
7. After the recording is completed a recording will be played stating: “… Press 4 to make the NEW wakeup message …”
8. Dial 4 and a “Confirmation message” will be played
9. Hangup

Scheduling a Wakeup Call from an Administrative Telephone

1. Dial *81
2. A recording will be played stating: “Welcome to the Wakeup Call System..”
3. Dial 9
4. A recording will be played stating “Enter the room number followed by the pound key”
5. Dial room-number#
6. The system will list any currently scheduled wakeup calls with an option to delete them.
7. A request to “enter the time” in order to schedule a wake up call will be presented.
8. Enter the time as 3 or 4 digits (3:45pm can be entered as “345” or “1535”), if necessary, you will be asked for am or pm.
9. When the call is scheduled, the system will respond with “Your wakeup call has been scheduled”.
10. The list of scheduled wakeup calls will be presented.
11. Another time for additional wakeup calls may be entered, or you may hangup if finished.

Delete a Wakeup Call for a Guest Room from and Admin Phone

1. Click on the ‘Wakeup Call’ heading within the Client Web Portal to view the list of active wakeup calls that are currently setup at the property.
2. Locate the wakeup call that you would like to delete and select the ‘delete’ option listed next to the wakeup call.
3. Confirm the deletion of the selected wakeup call through the confirmation pop up window.

To Setup or Cancel a Wakeup Call from a Guest Room

To Set up a New Wakeup Call From a Guest Room Telephone:

1. Dial *81
2. The system will list any currently scheduled wakeup calls with an option to delete them.
3. You will be presented with a request to “enter the time” in order to schedule a wake up call.
4. Enter the time as 3 or 4 digits (3:45pm can be entered as “345” or “1535”), if necessary, you will be asked for am or pm.
5. When the call is scheduled, the system will respond with “Your wakeup call has been scheduled”.
6. You will now be presented with your list of scheduled wakeup calls.
7. You may enter another time for additional wakeup calls, or you may hangup if finished.

To Cancel A Wakeup Call From A Guest Room Telephone:

1. Dial *81
2. Listen for “The following wakeup calls are scheduled”
3. The system will announce each scheduled wakeup call for the guest room. An option to delete will be provided after each scheduled announcement.

Automatic Wakeup Call Reports