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Alcatel Hotel Solution - Hospitality services

1.1     Hospitality software


The hospitality industry software offers a consistent group of communication features in line with hospitality requirements, either completely autonomously or associated with hotel or hospital Property Management System (PMS).

1.1.1     Overview


The OmniPCX Enterprise hospitality application, satisfies the following needs:


à      Handling guest arrivals and departures

à      Handling group arrivals and departures

à      Management of wake-up calls with printing of call slips

à      Management of guest voice messages

à      Dynamic suites configurations

à      Billing of calls from rooms

à      Monitoring, in real time, of guest telephone credit (deposit mode)

à      Verification and monitoring of room status

à      Management of room service

à      Management of messages waiting

1.1.2     general services


à      Numbering plan adaptable to the hotel configuration (room numbers match their phone numbers)

à      Different and separate outgoing bundles for the room phones and the administration phones.

1.1.3     Booth sets


Any guest is able to call from a booth set. Two options are available:


à      Using personal password: The guest enters his room number and his personal password (given at check-in), the room bill is automatically updated at the end of the call.

à      By attendant console: The guest indicates to the attendant his room number and the number he wants to reach. The attendant will update the bill.

1.2     Guest services

1.2.1     Direct output dialling (DOD)


Direct access to external line, no need to go through the attendant to make phone calls.

1.2.2     Direct input dialling (DDI)


Direct room call, no need for an external caller to go through the attendant to call a room.

1.2.3     Cyclic DID


Automatic DID allocation, the oldest used DID number is automatically and cyclically attributed. Then a new guest/patient will not be disturbed by an external phone call addressed to the previous occupant. Cycling DID can be managed:


à      By AEnterprise hotel terminal

à      Through AHL by an external application (CMS or PMS)


One or two digits dialling for commonly used services: Quick access to commonly used services such as room service, front desk, bar, restaurant, laundry … etc. A time delay is used if a digit is also used as the first digit for longer numbers. For example, room "2602" and room service "2".

1.2.4     Do Not Disturb (DND)


A guest can dial a prefix or press a pre-programmed key to activate this service then incoming calls (both internal and external) will not be routed to the room. For security reasons, only attendant calls and fire alarms can pass over it, and wake up and message information are remain sent to the set. On Reflex set an Icon informs the guest that the DND operation is activated, when off-hooks, the guest receive a voice prompt indicating that the set is in DND, therefore the terminal can be used normally for making calls. In case of attendant call to a set in DND status, display of attendant indicates:


à      The call source (calling party)

à      The number of the trunk group

à      The ISDN calling number for external calls (if available)

à      An Icon meaning "DND"

à      The number of the set in DND (called party)

1.2.5     Wake-up calls


The guest can set-up a wake-up by using a programming prefix or a dedicated key from his Reflex room set. The guest is guided by voice prompts and receives a wake up time confirmation. Hotel staff can also activate this feature from the room service set the attendant console, and the front desk terminal. The maximum number of wake-up programmed per room is 4, and the front desk can edit a list of requested wake-up.

Response to wake-up call: when the room phone is picked up, the guest receives either music or the hour of wake up. When the guest hang up, an information slip is printed on the wake-up printer. In case of no reply to the wake-up call (on free or busy phone), the OmniPCX repeat call two minutes later (adjustable). In case of no answer an alarm message is set to the wake-up printer. Wake-up call service remain operational on room phones set in "do not disturb" position

1.2.6     Voice mail services     Check in check out


At check-in/check-out, the OmniPCX Enterprise interprets PMS or CMS commands carried over AHL link and allocated or delete automatically a mailbox to a guest. The mailbox creation does not need a room allocation. In guest based configuration, pre-check-in allows entering the guest into the database without allocating a room, then, a mailbox can be created at pre-check-in.     Room move


A guest can move to another room and keep his mailbox automatically (no change to be done neither by the hotel staff nor by the guest). When guest changes his extension number, the mailbox number can change accordingly.     Deferred mailbox deletion


The guests can review their own messages after checkout time. This feature is active only when mailbox contains new messages at checkout time. Additional lifetime of a mailbox is a system parameter. In any case, at next check-in on this room, previous messages will be deleted.     Mailbox


The integrated voice mail application Alcatel 4635 offers advanced hospitality voice mailbox type. At the first off-hook, the guest is oriented to the voice mail and invited by the application to record his own greeting message, and name. Then the user can take advantages of the following features:


à      Friendly guests user interface

§      Voice guides in the guest language

§      Short clear and concise prompts

§      Automatic save of the listened messages: Messages are recorded for a manageable period of time (manageable time of the message length, manageable time of the message storage time)

à      Main voice mail features:

§      Replay a message

§      Archive a message

§      Erase a message.     Dual line and conference


The dual line feature on Reflex set allows a guest to receive a second call when in conversation. The guest can answer to a second call by pressing a pre-programmed key and can go back to the first conversation by pressing the same key (flip-flop), The guest can set-up a conference by pressing the conference key.     Call barring


The guest room call barring provides the following services


à      Automatic DDI deactivation: It is possible to route directly external incoming calls to the attendant during daily fixed period of time, then guest will not be disturbed by direct calls.

à      Inter room call barring: Inter-room calls can be forbidden within a daily fixed period of time; then any inter-room calls can be re-routed toward the attendant console.

à      Manual set lock-unlock: A guest can lock/unlock the room set by dialling a prefix (or pressing a programmed function key). The user is helped by voice guides to set-up the service.

à      Automatic room set locking: After "N" wrong attempts, the room set can be automatically locked.     Room move


A room move can be done without doing a checkout by using the "auto-allocation feature". The number of the new room has to be indicated from the new set; then all guest characteristics, parameters, and services are automatically transferred to the new room.     Message on free or busy set


A guest can receive an information message coming from:


à      The message service or attendant console

à      The external application through AHL

à      The front desk terminal


The message lamp, if any, starts to flash after message drop, and the message collection can be automatic, on off-hook, the guest receives a routing tone and is connected to the message service or to the message originator (Voice Mail...) after a few seconds (programmable).     Privacy


This feature allows anonymous calls between guests, caller information are not displayed on room sets, but remain available for hotel staff (room service, front desk, etc)     Multi-language


The OmniPCX Enterprise can manage from different language  (up to 8) on display telephone sets and voice guidance.