Warning: you must install and configure the Application Suite before being able to configure the single applications.
Please go through the AppSuite Deployment, Main Configuration, and User Management sections before reading on.
To fully configure Hotel Pack you need to:
The most important concept in Hotel Pack is:
1 room = 1 extension number
The extension number is what is called "Directory Number" in Cisco CallManager documentation. If you have more than one phone in an hotel room, they must share the same line (shared lines).
Partitions are not supported, i.e. they are ignored. So the numbering plan must be flat, meaning no overlapping numbers.
Globalized Numbering Plan (i.e. +E.164 dial plan configuration) including the symbol '+' is not supported for the rooms.
On the PMS, the line number must match the room number.
Only numbers are supported as room names. Therefore, rooms having different names (like "Royal Suite") should be renamed in the PMS with a (unique) numeric id.
On the CuCM the extension number must match the room number.
For instance, room 202 on the PMS must be associated to line 202. On CuCM, you should register one phone with the DN 202. Any secondary phone in the room must share the same DN (202).
Analog phones are supported with some limitations: the guest name on the line and MWI for voicemail are not available.
In order to support multi-property organizations (that is multiple hotels sharing the same Cisco CallManager cluster) a property prefix number can be used to match each room with the associated directory number defined in CUCM.
As a sample, suppose you have to manage two properties (Hotel Panorama and Hotel Majestic) having an overlapped room numbering schema, for instance, both of them having a room '201'. This scenario can be supported:
Please, notice that this kind of configuration:
Ensure you completed all the Application Suite global configuration steps, including all the system parameters, monitoring, TAPI, AXL. Presence is not required.
In a standard Hotel Pack installation, the authentication type is not meaningful for the rooms. Administration is usually done by the global administrator whose credentials (admin/admin) are created during setup.
For this reason, the suggested authentication type is "Application Suite".
Hotel Link needs AXL access to CuCM to change the phone display name and clear the call history. Ensure you complete all the AXL configuration steps, let the AXL service work for some minutes, then check the result through the Detected phones and devices web page. It can be displayed by clicking Admin, System Parameters, IP Telephony System Parameters, Detected phones and devices.
Note: Analog phones are not displayed in the Detected phones and devices web page
The recommended blocking technology for the room phones is ECC/Curri. Nevertheless, TSP installation is required if you want to integrate Imagicle Attendant Console and to display the lock message on some IP phone model. For this reason, installing Cisco TSP is recommended.
If your Hotel Pack only manages room phones and a few phones for the staff, you do not need User synchronization.
If you need to provide services for the staff, you'll need to create standard users for them. In this case, you can automatically create the users list via user synchronization and select the appropriate Authentication setting.
Ensure the firewall is configured as described in the Network Setup page of this guide, which includes Hotel Link.
In particular, the PMSLink2 service must be able to communicate via TCP with the PMS interface.
Imagicle Hotel Link must know the list of the room configured in the PMS. You can manage the features associated to a room through the Users Management interface. You can add a new room to the configuration by clicking the "Create room" link.
Here is the list of the mandatory properties for a room:
Once the room has been added to the configuration, it can be searched and displayed in the Room and Guests web page.
A room cannot share the same first extension number with another room or user. A common mistake is to create a standard user instead of a room. Users are not displayed in the Rooms and Guests web page, and are not linked to the PMS. Once created, a IAS user cannot be turned into a room, so it must be deleted and a new room created in its place.
You can import the room list from a CSV file as you would with a standard users list. You download the template, fill it with your favorite application, and save it as a CSV file. The only difference is that the lines which represent "rooms" in the CSV file have the IsRoom column value set to 1.
For general concepts on how to populate the users list through a CSV file, please refer to the general section of this guide.
After importing the list, please verify that the rooms were correctly imported by using the "Rooms and Guest" web page. If a room is not displayed in that web page, it has been created as a standard user. The user must be removed, the CSV file must be fixed, and importation must be repeated.
Warning: after importing the room list from a CSV file, you must restart the StoneLock service.
You may want to enable other Application Suite services for the staff members, such as Attendant console, IVR, ACD, FAX, Corporate Directories, Call Recording and more. Those services are not included in Hotel Pack and require separate licenses.
In this case, you should create one standard IAS user for each person. Please refer to the specific application administration guide.
Hotel Link relies on Billy Blue's 4 to calculate the call costs, so it must be fully configured and tested before configuring Hotel Link. Please refer to Billy Blue's 4 administration guide.
When configuring Billy Blue's 4, please mind the following:
When testing the call costs posting hotel feature, please keep in mind:
Proceed to Hotel Link configuration only when you can see Outgoing Answered calls with a cost displayed in Billy Blue's web home page.
Hotel Link locks the room phone by changing the StoneLock "Lock phone administratively" flag, to prevent the room phones to call external numbers when the room is not occupied by guests. This means the StoneLock application must be fully functional and tested before continuing with Hotel Link configuration. Please refer to StoneLock administration guide for the configuration steps.
StoneLock can work through two blocking technologies, TAPI and ECC/Curri. ECC/Curri is recommended because it allows easier troubleshooting and has a lower impact on the system performance.
You should create an ECC profile which is involved when the room phones try to reach the PSTN. The recommended configuration is through Translation Patterns. Route Patterns call the ECC profile each time a digit is typed on the phone, slowing call processing. ECC profiles for Directory Numbers are triggered only for incoming calls.
Configuring the Annunciator to play a message to let the caller know the call is locked is highly recommended, and simplifies the application testing.
When configuring StoneLock parameters:
StoneLock also clears the Call history at checkout, provided that Imagicle AXL service is running and configured, as described in the Main Configuration, System Parameters section of the Application Suite System guide.
Continue Hotel Link configuration only when you are able to administratively lock/unlock a phone from the web interface.
SSAm is required to allow the guests to receive personal messages, left from internal phones (such as the reception) or from external callers if DID is available.
It must be fully functional and tested before continuing with Hotel Link configuration. Please refer to SSAm administration guide for the configuration details.
SSAm configuration is pretty standard. You might want to customize the default welcome message from the web interface.
When used in a room, the voicemail IVR does not ask for a PIN to listen to the messages. If needed, the guest could set a personal PIN number through the voicemail IVR. The pin is removed at checkout.
The IVR language is the Application Suite default language you choose during setup. To change the IVR language for a specific room, open the room configuration in the Users Management web interface, and enter the language code in the web interface. Warning: the language is not reset at checkout.
If you need the concierge to be notified when a voicemail message has been left on a room IVR, go to the room configuration is Users Management. Fill the voicemail address with the reception email address (e.g. firstname.lastname@example.org). Make sure "do not keep sent voicemails" is not checked.
Hotel Link does not require any additional configuration, if you followed the directions above.
Provided you have already configured the PBX for other IAS applications (SSAm, Billy Blue's 4, StoneLock), CuCM configuration for Hotel requires just another SIP trunk and a route pattern.
The SIP trunk is need by the wakeup service to call the room phones. The same SIP trunk is used to reach the Room Maid status IVR from the room phones. The route pattern is needed to assign a number to the maid status service.
CuCM configuration for Hotel Link is described in the dedicated page in this guide.
If you already bouth the product, activate it through the Admin -> Licenses web page. More details on Hotel Pack licensing can be found on the License Activation page of this guide.
Hotel Pack can also evaluated for free for 30 days. During evaluation, you can configure a maximum of 250 rooms/users.
The PMS connnection is not mandatory to test Hotel Pack features. It can be done at a later time, or in advance.
All Hotel Pack features can be tested though the IAS web interface, with the help of two IP phones registered to the PBX, one representing a room, and the other representing the reception.
The tests are detailed in the Troubleshooting section of this guide.
When the actual PMS configuration is available, the tests should be repeated issueing commands from it.
When the PMS interface IP address and port are available, you can easily configure the PMS connection by the Hospitality -> Property settings web page.
PMS connection is provided by Imagicle PMSLink2, included in the Application Suite. PMSLink2 always acts as a TCP client towards the PMS interface. The PMS interface must be configured as a TCP server.
The PMS vendor personnel will let you know the PMS interface IP address and port, and supported connection protocol.
Just enter the data in the web page and press the Save button. PMSLink2 will be automatically restarted. From the moment the IP address is available, it will try to connect to the PMS interface.
Tip: try to reach the PMS interface via TELNET to make sure no firewall is blocking the communication.
A Database Sync is the process of sending the current occupation state (occupied or free) and guest name from the PMS to Hotel Pack, for each room.
This operation, when available, should be started from the PMS interface by the vendor personnel.
Receiving a Database Sync requires that all the rooms were configured on the Application Suite in Users Management.
Whenever a PMS command for a room X, such as a check-in request, is issued by the PMS interface towards Hotel Link, a lookup is made in the IAS room list. If the room X cannot be found, an alert is recorded by the Monitoring Service in the IAS event list.
Checking the Monitoring Service Event History web page for errors can be an effective troubleshooting.
Unfortunately, it is a common practice to define extra "virtual" rooms on the PMS. The PMS messages for those rooms will be sent to Hotel Link, even if they should be ignored. Those messages will always trigger an alert and will be recorder in the Monitoring service Event History.
You may want to disable email notification for those alerts.