Hospitality Services Detail

Operations at Check-In

Whenever the concierge checks-in a guest in the PMS, Imagicle Hotel Link receives the Check-In message from PMS and the following operations are performed:

Guest name on the IP phone display and line description

Hotel Pack keeps a list of the rooms which can be access by the Users management web interface. When a guest checks in, the first name and last name fields in users management are filled with the guest data received from the PMS. The guest name is then available to be searched and displayed:

The guest name is also displayed on the IP phone. More precisely, Hotel Link sets the following properties of the registered phone:

This means that calling the room phone from another extension, the guest name does not appear while the phone is ringing.

Operations at Checkout

When Imagicle Hotel Link receives the Checkout message from PMS, the following operations are performed:

WakeUp calls

The concierge can schedule one or more WakeUp calls from the PMS. At the scheduled time, a call will be placed by Imagicle Wakeup service. If the call is unanswered, it will be repeated every minutes up to three more times.

The outcome of the wakeup call (answered, unanswered, failed) will then be reported to the PMS. The concierge will be able to see the report of today's wakeup calls directly on the PMS.

Calls that are forwarded to voicemail are considered unanswered.

The status of the wakeup call for each room (pending, answered, unanswered, failed) can also be checked on the web interface through a dedicated web page.

The wakeup audio message can be customized (see this article).

Unanswered wake-up calls are automatically reattempted every 120 seconds, for a maximum of 3 times (values not configurable).



During the stay, guests may receive Voicemail through SSAM application, which provides a customizable greeting message, an interactive menu in five languages, and turns the phone Message Waiting Indicator (MWI) on when there are new messages.

Guests can listen to the messages by pressing the Messages button on the room phone.

Guests are also allowed to protect their messages with a PIN and customize the greeting message.

At check-out, all voicemail messages are deleted and greeting message is restored to the default.

MWI for analog phones or phones vendors other than Cisco

Depending on the model, analog phones connected to Cisco VG or to ATA might not provide a message waiting indicator.
The Cisco VG or ATA could not be able to turn it on even if it works when connected to other PABXes.

ATA sometimes provide an "audible alert" which replaces the MWI. If a voice message has been left for a room, when the guest lifts the handset a special tone is played.

This limitation is not related to Imagicle software. Please refer to the phone vendor documentation.

Room Move

Hotel Pack supports Room Move if provided by the PMS. When a guest is moved to another room, all his/her data is assigned to the room move. This includes the placed calls, the received voicemail messages, and the PIN and welcome message customization.

If any voicemail message is still to be listened to, the MWI of the new room will turn on.

Room Cleaning Status (Maid Status)

The cleaning personnel can report the cleaning status for the room by calling an internal number from the room phone.

A voice service, available in five languages, guides the caller to set the right cleaning status. In this way, the cleaning personnel don't need to remember cleaning status codes.

From Imagicle Summer 2018 release, an optional Maid ID can be enabled in the voice service, to allow maid identification. This feature is available, on a property base, for FIAS or MITEL based PMS. UHLL protocol doesn't support Maid ID.

When optional Maid ID and cleaning status has been chosen, a message is sent to the PMS, and the concierge can see the change in real time. Please, notice that the Imagicle solution does not peform any check on the user input, the Maid ID code is sent to the PMS as collected by the voice service.

The available cleaning states depend on the communication protocol supported by the PMS. See tables below:


1.    Dirty and Vacant 
2.    Dirty and Occupied 
3.    Clean and Vacant 
4.    Clean and Occupied 
5.    Inspected and Vacant 
6.    Inspected and Occupied

Fidelio Cruise

1.    Dirty and Vacant (VD)
2.    Dirty and Occupied (OD)
3.    Clean and Vacant (VC)
4.    Clean and Occupied (OC)

Mitel Emulation

0. Cleaning in progress (STS1)
1. Dirty and vacant (STS9)
2. Dirty and occupied (STS7)
3. Clean and vacant (STS8)
4. Clean and occupied (STS6)
7. Out of order (STS4)


0. Cleaning in progress (3)
1. Dirty and vacant (14)
2. Dirty and occupied (13)
3. Clean and vacant (12)
4. Clean and occupied (11)
7. Out of order (6)
8. Maintenance required (5)

Fias / Protel

1.    Dirty and Vacant
2.    Out of order
3.    Clean and Vacant
4.    Touched
5.    Cleaning in progress
6.    Inspected

Call Costs Postings

Call Costs are calculated in real time, and sent to the PMS within a few seconds from the moment the call was completed. Depending on the PMS model, the call date and time, duration, and called number could be reported on the guest folio, besides the cost.

Tariff can be customized to add a markup to the call costs.

The call cost is always reported in the Hotel currency. Hotel Pack supports hotel groups with different properties in different countries.

Call Cost Postings for the Mitel protocol

One port must be configured in the Imagicle system to communicate using Mitel protocol.  This will be the PBX interface connection handling check-in/checkout and maid status messages.  Imagicle Hotel Pack will need to know the IP address of the PMS interface computer and port number you would like to use for communication. 

The Mitel emulation requires the PMS interface to listen for call costs records on a secondary port. So the second port configured in the Imagicle system (SMDR Port) will be used for call accounting.

Imagicle Hotel Pack sends the costs to the secondary port with the following protocol:

Imagicle Hotel Pack SMDR record is in Hobic/holidex format.

         1         2         3         4         5     

001A HTL 03/01  7110 10:54 0002 0003.47 8056881000   L  <- Call Type (L = Local, F = Foreign, Blank=Other)
^    ^   ^     ^     ^     ^    ^       ^------------- Phone Number
^    ^   ^     ^     ^     ^    ^--------------------- Charge Amount
^    ^   ^     ^     ^     ^-------------------------- Duration of Call in minutes
^    ^   ^     ^     ^-------------------------------- Time of Call
^    ^   ^     ^-------------------------------------- Extension Number (5 characters with padding)
^    ^   ^-------------------------------------------- Date of Call
^    ^------------------------------------------------ Hotel Identifier (always HTL)
^----------------------------------------------------- Sequence Number


         1         2         3         4         5  

Here are the field positions:

Room number:    Row: 0 Position: 16 Length: 5
Amount:         Row: 0 Position: 33 Length: 7 Type: Normal
Duration:       Row: 0 Position: 28 Length: 4 Type: mmmm (minutes)
Phone (called): Row: 0 Position: 41 Length: 12
Time of call:   Row: 0 Position: 22 Length: 5

If the target system includes the [stx] character, add 1 to the starting positions.

Call Barring (Class of service)

Call Barring is similar to the Phone Lock feature, but it locks the phone when the room is occupied. Call Barring can be selectively activated by setting a restricted Class of service for the room phones on the PMS. The Class of service is the type of call that a room phone can do: internal, local, national, international and so on.

Imagicle Hotel Pack leverages StoneLock to limit phone functionality, so the available status provided are "locked" (i.e. limited to internal calls) and "unlocked" (i.e. unlimited).

This is the relation between the class of service and the phone lock status for the supported protocols.


0 = Barred/hotel internal only: Locked Administratively

1 = Local: Unlocked

2 = National: Unlocked

3 = No restrictions: Unlocked

Fidelio Cruise

B = Block (No phone calls allowed): Locked Administratively

I = Internal (Local) Only: Locked Administratively

L = Long Distance and Internal Only: Unlocked

D = Long Distance (requiring card swipe) and Internal Only: Unlocked

A = International, Long Distance and Internal: Unlocked

W = International and Long Distance (require card swipe) and Internal: Unlocked

Mitel Emulation

0 = Internal: Locked Administratively

1 = Local: Unlocked

2 = Long Distance: Unlocked

3 = Option 1: Unlocked

4 = Option 2: Unlocked

5 = Option 3: Unlocked


0 = All Allowed: Unlocked

1 = All Restricted: Locked Administratively

2 = Toll Restricted (ECC 1): Unlocked

3 = Local Only (ECC 2): Unlocked

4 = Internal Only: Locked Administratively

The class of service is retained when a guest is moved to another room.


When you can set the DND status for a room on the PMS, it will reflect on all the room phones. When you remove the DND status, it will be removed by the room phones. DND status is retained when you move the guest to another room. DND status will be automatically reset at checkout.

Note: This feature is only available for IP phones. Cisco does not support DND for analog phones connected to ATAs of VG. To know which phones, among the ones registered to your CuCM, support the DND feature, use the Cisco Unified Reporting tool as described in the Features and Services Guide for Cisco Unified Communications Manager.

Note: This feature is not supported by the Mitel and Fidelio Cruise protocols.

Features summary

The following table describes the supported features, by each supported PMS Link protocol.

Mitel UHLL 2 Fidelio
Guest name YES YES YES YES
Call costs submission YES YES YES YES
Call Barring (phone lock) YES YES YES YES
Wake up alarms
from PMS
Wake up alarms
from Imagicle Web portal
Wake up alarms
from phone (self service IVR)
     Maid ID in Room status IVR YES YES NO NO
Phone DND status, from PMS YES NO YES NO
MWI Annotation
(with voice announcement)

Article ID: 169
Last updated: 01 Jul, 2020
Revision: 39
Imagicle AppSuite for Cisco UC -> Hotel Pack -> Administration Guide -> Hospitality Services Detail