Failed Calls

In the DV2000/DV4 (VMS), a wakeup call is deemed to have failed if all call attempts have been exhausted without any of them ever having been answered by the guest.  It does not matter why.  Even if it fails because the guest received (or made) a call during the time the VMS was attempting to complete the wakeup call—that is, failed due to the line being busy—it is still considered a failure.

While all call results are logged to the mailbox's wakeup activity log, the handling of failed wakeup calls may entail some extra processing, depending on the configuration of the guest mailboxes.  By default, all guest mailboxes are created with a predefined notification template assigned that will generate a verbal notification to the operator whenever a wakeup call fails.

When the Failed Wakeup notification template is triggered, the system will call the operator (as defined in the location settings for the guest mailbox's location) using the same outdial settings in the class of service (COS) template as are used to make the wakeup call itself.  When the operator answers the phone, the VMS will state:

A scheduled wakeup call was not answered by the guest in room <number>.

This message may be repeated if the COS template is configured to do so.  Depending on configuration, it may require the operator to press a key (any key) to confirm receipt of the message.  Then, again depending on configuration, the system will either hang up (the default action) or it will transfer the operator to the guest's extension to attempt a live wakeup call.