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Hosted Hospitality SimplyVX

Quick Start Guide

Quick Start

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.

Admin Phone Tutorial - 2 Line Phone

SoundPoint-330

Polycom SoundPoint IP 320/330

The Polycom SoundPoint IP 335 is a simple, reliable IP deskphone that offers Polycom HD Voice quality and enterprise-grade features.

The SoundPoint IP 335 is a two-line enterprise-grade IP deskphone with excellent sound quality that is easy to use. It is designed for small and medium-sized businesses and enterprises.

This entry-level phone offers:

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

Click here for an interactive Polycom tutorial.

http://www.polycom.com/global/flash/products/tutorials/soundpointip330.html

Admin Phone Tutorial - 3 Line Phone

SoundPoint-450

Polycom SoundPoint IP 450

The Polycom SoundPoint IP 450 is a three-line SIP desktop phone with crystal-clear voice quality. It also offers a comprehensive range of features and applications that support business workflows.

The Polycom SoundPoint IP 450 is a three-line SIP desktop phone that brings lifelike richness and voice quality to phone calls. It combines state-of-the-art hardware with the proven Polycom UC software designed for busy professionals.

You gain:

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

Click here for an interactive Polycom tutorial.

http://www.polycom.com/global/flash/products/tutorials/soundpointip450.html

Admin Phone Tutorial - 4 Line Phone

SoundPoint-550

Polycom SoundPoint IP 550

The Polycom SoundPoint IP 550 is a four-line SIP desktop phone with crystal-clear voice quality. It also offers a comprehensive range of advanced features and applications that support business workflows

The Polycom SoundPoint IP 550 is a four-line SIP desktop phone that brings lifelike richness and voice quality to phone calls. It combines state-of-the-art hardware with the proven Polycom UC software designed for busy professionals.

You gain:

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

Click here for an interactive Polycom tutorial.

http://www.polycom.com/global/flash/products/tutorials/soundpointip550.html

Admin Phone Tutorial - 6 Line Phone

SoundPoint-650

Polycom SoundPoint IP 670/650

The Polycom SoundPoint IP 650 is a SIP desktop phone with crystal-clear voice quality and advanced features that support business work-flows.

The Polycom SoundPoint IP 650 is a six-line SIP desktop phone that brings life-like richness and voice quality to phone calls. It combines state-of-the-art hardware with the proven Polycom UC software designed for executive users and busy professionals.

This phone:

  • 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

Click here for an interactive Polycom tutorial.

http://www.polycom.com/global/flash/products/tutorials/soundpointip670.html

Admin Phone Tutorial - 6 Line Phone w/ Side Car

SoundPoint-650-sidecar

Polycom SoundPoint IP 670/650

6 Line Administrative Phone with side car.

The expansion module is designed for the Polycom SoundPoint IP 650 phone which can attach up to 3 expansion modules in total.  This will provide a total of 48 multifunction line keys.

Click here for an interactive Polycom tutorial.

http://www.polycom.com/global/flash/products/tutorials/soundpointip670.html

Activation/Deactivation of Phones

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.

Please note: It may take upto one minute before the phone activates.

 

How to Activate/Deactivate a Telephone Using an Admin Phone

To manually activate a telephone:
Press [*882] + [room prefix] + [room number]

To manually deactivate a telephone:
Press [*881] + [room prefix] + [room number]

Auto Attendant

 

 

How to Request Changes to IVR

An online form is available that will help in designing or requesting changes to the IVR.

Please click on the link below to get started.

IVR Change Request Form

 

How to Use the Auto Attendant

There are 2 parts to the IVR (Auto Attendant)
1. The message heard by the caller
2. The structure of the IVR on the phone system.

A star code (typically *99) will be used to record the message that should contain the instructions describing the structure.
For example:
1. The greeting/message: Thank you for calling, press 1 for sales and 2 for support
2. 1 goes to ext 7456 and 2 goes to ext 7300

Recording the Greeting

You will dial the star code (typically *99 unless otherwise assigned to your location) from an admin phone.
To record the message:
1. please dial *99 from and administrative phone
2. enter the recoding password you have been provided
3. follow the prompts to record your greeting
4. If the digit options have changed, please email support@thinksimplicity.net with the updated destinations

Please note: the recording is applied in real-time, so any changes to the mappings will not take effect till support has implemented the chance.

IVR Structure

Think Simplicity will generate the structure based on the desired routing strategy as described in the greeting above.
Please email support@thinksimplicity.net to get the IVR structure setup for your location.

Call Accounting

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.net 

Call Pickup - Directed Pickup

Directed pickup let’s you answer a call ringing on another extension.

For example: if you are sitting at extension 100 and you hear extension 140 ringing, you would dial [*] + [*] + [140] + [#]  on your phone.

Your extension 100 has now answered the call.

This feature may need to be programmed by Think Simplicity before it can be utilized if now enabled during installation.

Instructions:

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

Group Pickup is a feature that allows any phone programmed into a logical group to pick up a phone ringing within that group.

For example: if you are sitting in the sales office and all sales team phones are programmed to be in the same group, you would be able to answer any ringing phone by pressing [*] + [8] + [#]

This feature and group assignment will need to be programmed by Think Simplicity before it can be utilized.

Instructions:

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

Setting Phone Restrictions from and Admin Phone

Feature code is [*87] + [status code] + [prefix if required] + [room number]

Status code 0 = restrict all external calls
Status code 1 = local, toll free
Status code 2 = local, domestic, toll free
Status code 3 = local, domestic, toll free, international

 

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.
CWP - Client Web Portal

Screen Shot 2016-04-21 at 3.49.07 PMThe CWP is used to perform various which a one point needed to be performed on the main console.

Some of the actions which have been simplified in the web portal are as follows:

  • 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.

 

To access the CWP you would go to https://cwp.thinksimplicity.net  and log in using your username and password.

 

 

Distinctive Ring Classes

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.net

Do Not Disturb (DND)

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.

Emergency 911 Calling

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.

Extension Device Status

Under the Extensions tab on the CWP, the Device Status field will display Online when a device has registered with the configured extension number, and Offline when there is no registration.

The status being displayed is a result of a polling process which occurs every 5 minutes. It will compare the currently registered extensions against what has been configured in the system.

If two or more phones share the same extension numbers, it will only require one registrations to set the status as Online.

Feature Codes

Quick Reference Guide

  • [*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
Maid Status Codes

Please note: the default codes may not apply to all properties. Refer to your local codes to determine if other codes are specified for your property.

The feature code [*94] can be entered from a guest room by the housekeeping staff to indicate the status of the room. There are two methods of using this feature:

Method 1:

On the guest room phone the cleaning staff would perform the following:

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

Method 2:

On the guest room phone the cleaning staff would perform the following:

  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:

1 – Clean Vacant

2 – Clean Occupied

3 – Dirty Vacant

4 – Dirty Occupied

5 – Pickup Vacant

Note: These codes may differ depending on the property management system configuration.

Outbound Calling

Note: The dialing pattern listed below are the default codes and may be different for your property. If that is the case, you will have to refer to the local calling instructions of the property.

 

  • 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 Appearance

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.

Support

 

Request Support During Standard Business Hours

Any issues which arise due to equipment or software failure and/or malfunction should be communicated to Think Simplicity 1st level support immediately during standard business hours.

All other types of issues due to 3rd party tampering or changes to the environment will incur additional charges if not scheduled with Think Simplicity and/or engineer technician 72 hours prior.

Standard Business Hours are Monday to Friday 9am to 5pm eastern time.

The following support methods are available:
Email -> send all support requests to support@thinksimplicity.net
Telephone -> Call 1-866-836-9198 option 2

Request Support After Hours, Weekends or Holidays

After hours support is divided into 4 categories:

Priority 1 (Urgent):

The ability to send and receive signals over the System has stopped or the notification to Think Simplicity of any and all Service Impacting Alarms. Priority 1 Incidents will be handled twenty-four (24) hours per day, seven (7) days per week, until resolved.

Examples: All administrative terminals are offline, more than 24 rooms are offline, Outage Event, multiple Equipment failures, power failures, inter-building fiber failure.

In the event a Priority 1 issue is a result of customer’s equipment failure, the Customer must maintain and make available the replacement Equipment at the hotel.

The following support method is available for After hour priority 1 issues:

Telephone -> Call 1-866-836-9198 option 2

Priority 2 (High):

Service is seriously degraded, but continues its operation via a workaround or incremental resource for a short period of time before transmission stops.

Examples: partial System outage caused by single Equipment failure, multiple node failures, partial power outage, or if the failure of System is greater than 50%.

Priority 3 (Medium):

Service is degraded in a small critical area of the System, but where a workaround exists or can be developed with a small amount of incremental resources.

Example: Calls are randomly dropping after connection or an individual extension is off line.

Priority 4 (Low):

Any request from Customer for a non-standard System modification or change, any procedural or operational information or clarification, or any onsite training.

* Priority 2, 3, and 4 Incidents will be handled during standard business hours (Monday thru Friday, 8:00am to 5:00pm (eastern time zone)) until resolved. Please refer to Request Support After Hours, Weekends or Holidays. Any incidents or requests required to be performed after hours will be billed at $175/hour.

 

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

Voicemail

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.

Wakeup Calls

To Listen to the Current Wakeup Message for the Property

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)

Wakeup Calls can now be managed 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

To Set up a New Wakeup Call For a Guest Room:

  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

Guests have the ability to schedule their own wakeup call using the guest room terminal.

Note: if the guest room terminal is equipped with a speed dial key dedicated and programmed for the wakeup call scheduling, the guest will not need to dial *81 to begin the scheduling process.

 

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

Wakeup call reports are sent automatically 2 times per day, once at 12pm and 12am Central Time.

To activate email reports, you must go to USERS and edit the user account. A pop up window will appear with a check box labeled “Automatic Email Wakeup Call Report”. Check this box then click update.

To deactivate please make sure the box is unchecked.

You can also set this option during new user creation.