Telephony for hotels: review of the hotel module PBX 3CX
The hotel (hotel) module of automatic telephone exchange 3CX is designed specifically for the use of business telephony in hospitality enterprises: hotels, hospitals, resorts, etc. The module is offered free of charge and integrated into the 3CX Pro and Enterprise editions. The following features are available:
The 3CX hotel module can be integrated with various PMS systems: Micros Fidelio, Roommaster, Hilton, etc. It uses an integration protocol that is compatible with the Fidelio or Mitel protocols. After integration, the PMS-system can remotely control most of the functions of the module.
The hotel administrator is available a number of operations related to the stay of the guest.
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Entry to the room (initialization of the extension):
Check out (block extension):
The hotel module PBX allows guests to set their own wake-up calls. The guest dials a special number (IVR alarm setting) and sets the time of the call, following the prompts of the voice menu. At the specified time, the system calls the guest number and utters a predetermined greeting phrase. Alarm calls can be created from the PMS system.
3CX logs all calls and provides a cost report based on the tariffs set up in the system interface (we’ll talk more about setting tariffs in the next article).
Call information is transmitted via a custom Call Data Record (CDR) format. CDR output can be made to a text file (a separate file for each call or a common file for all calls), or to a TCP port. In both cases, as mentioned, you can customize the output format. More CDR output we consider in the next article.
If guest extensions are managed only through a web client, the employee who does this (usually the receptionist) must be in an organizational group that includes these extensions. He should also have the right to perform secretary operations.
After granting this right, the clerk can initialize the extension / IP phone for the new guest.
A window will appear in which you need to provide brief information about the number that entered the room.
When the guest leaves, simply highlight him and select Clear. You can also immediately assign the number to the next guest.
Please note that when a guest leaves, 3CX does not generate a report on the cost of calls for the duration of his stay. This is a function of the external PMS system.
The Mitel protocol is implemented in the Innquest Roommaster and Brilliant / Hotel Concepts PMS systems. In this protocol, the 3CX hotel module acts as a server, i.e. The PMS system sends requests to 3CX.
To enable PMS integration, go to Parameters - Hotel module.
Specify the protocol, IP address and port of the PMS system server.
Please note that the billing interface is not defined in the Mitel SX2000 protocol. Therefore, it cannot transfer call billing to the PMS system.
The Fidelio protocol (FIAS - Fidelio Interface Application Specification) is implemented in Micros Fidelio PMS systems (Fidelio Suite 6, Fidelio Suite 7, Fidelio Suite 8 and OPERA) and Protel. Please note - the protocol is not supported in Fidelio Xpress!
In the Fidelio protocol, unlike Mitel, 3CX acts as a client. Integration is configured similarly.
Fidelio protocol implements billing interface. The hotel module 3CX will transmit to the PMS system the time, direction and cost of guest calls, based on the rates specified in the 3CX interface. The PMS-system can do the calculation to the client based on this data, or recalculate the cost according to its own rules.
- Fixation of check-in and check-out of the guest (via the 3CX web client interface or an external PMS system ).
- Phone installation in a hotel room in Do not Disturb (Do Not Disturb).
- Block external calls from the phone when the number is not busy.
- Scheduling wake-up calls for guest.
- Guest Call Charge (use external PMS Fidelio)
- Setting the status of the number (removed, not removed, etc.) from the phone keypad (usually used by service personnel).
The 3CX hotel module can be integrated with various PMS systems: Micros Fidelio, Roommaster, Hilton, etc. It uses an integration protocol that is compatible with the Fidelio or Mitel protocols. After integration, the PMS-system can remotely control most of the functions of the module.
Guest Entry and Exit
The hotel administrator is available a number of operations related to the stay of the guest.
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Entry to the room (initialization of the extension):
- Set Guest Name (Extension Name)
- Allow external outgoing calls
- Delete all existing voicemail
- Do Not Disturb (DND) status reset
- Updating of the corporate address directory (telephone directory) 3CX
- Initialization (auto-tuning) of an IP phone (if the number contains a phone supported by 3CX)
Check out (block extension):
- Deleting client name. This immediately shows that the number is free.
- Disable external outgoing calls
- Delete all old voicemail and guest’s own recordings
- DND reset
- 3CX Corporate Address Book Update
- Initialization (auto setup) of an IP phone
Wake-up calls
The hotel module PBX allows guests to set their own wake-up calls. The guest dials a special number (IVR alarm setting) and sets the time of the call, following the prompts of the voice menu. At the specified time, the system calls the guest number and utters a predetermined greeting phrase. Alarm calls can be created from the PMS system.
Call Charging
3CX logs all calls and provides a cost report based on the tariffs set up in the system interface (we’ll talk more about setting tariffs in the next article).
Call information is transmitted via a custom Call Data Record (CDR) format. CDR output can be made to a text file (a separate file for each call or a common file for all calls), or to a TCP port. In both cases, as mentioned, you can customize the output format. More CDR output we consider in the next article.
Work without PMS integration (V15.5 SP1 and higher)
If guest extensions are managed only through a web client, the employee who does this (usually the receptionist) must be in an organizational group that includes these extensions. He should also have the right to perform secretary operations.
After granting this right, the clerk can initialize the extension / IP phone for the new guest.
A window will appear in which you need to provide brief information about the number that entered the room.
When the guest leaves, simply highlight him and select Clear. You can also immediately assign the number to the next guest.
Please note that when a guest leaves, 3CX does not generate a report on the cost of calls for the duration of his stay. This is a function of the external PMS system.
PMS integration Mitel
The Mitel protocol is implemented in the Innquest Roommaster and Brilliant / Hotel Concepts PMS systems. In this protocol, the 3CX hotel module acts as a server, i.e. The PMS system sends requests to 3CX.
To enable PMS integration, go to Parameters - Hotel module.
Specify the protocol, IP address and port of the PMS system server.
Please note that the billing interface is not defined in the Mitel SX2000 protocol. Therefore, it cannot transfer call billing to the PMS system.
PMS integration Fidelio
The Fidelio protocol (FIAS - Fidelio Interface Application Specification) is implemented in Micros Fidelio PMS systems (Fidelio Suite 6, Fidelio Suite 7, Fidelio Suite 8 and OPERA) and Protel. Please note - the protocol is not supported in Fidelio Xpress!
In the Fidelio protocol, unlike Mitel, 3CX acts as a client. Integration is configured similarly.
Fidelio protocol implements billing interface. The hotel module 3CX will transmit to the PMS system the time, direction and cost of guest calls, based on the rates specified in the 3CX interface. The PMS-system can do the calculation to the client based on this data, or recalculate the cost according to its own rules.
Source: https://habr.com/ru/post/347684/
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