Skip to main content
Skip table of contents

Welcome to the Hotel Services KB

Imagicle Hotel Services adds hospitality features to a Cisco UC infrastructure. granting a complete integration with hundreds of Property Management Systems, like Oracle Opera, Fidelio Cruise, Infor, Protel, Galaxy, Agilysys VisualOne and more.

Thanks to Imagicle Hotel Services, the activity on the PMS front end, like checking in a guest, will automatically perform actions on the PBX, such as unlocking the external calls, displaying the guest name on the IP phone, and so on.

Such operations are not provided natively by Cisco UC platforms. Hotel Services leverages the applications included in Imagicle UCX Suite to perform them.

Hospitality Features provided by Imagicle Hotel Services

  • Guest Name on the phone and on the line description. After the guest is checked in, the IP phone will display his/her name. If the guest calls the reception from the room, the reception IP phone will display the room number and guest name.

  • Guest language for a customized customer experience in six available languages. VoiceMail and Wakeup Call messages are localized accordingly.

  • Phone Lock. When the room is in use, the guests will be allowed to place external calls from the room phones. When the guest check out, the room phones will only be allowed to reach internal numbers. The call history is also cleared at check out, for privacy reasons.

  • Call Costs Posting. Whenever a guest places an external call, its cost will be automatically reported to the PMS, which will include it in the guest folio.

  • Call Barring. Sometimes the guests should not be allowed to place calls to external number from the room phone. You can set a restricted class of service for the room phones directly from the PMS, and the room phones will only be allowed to reach internal numbers. Just like Phone Lock, but applies when the room is occupied.

  • Voicemail  (personal messages). Hotel Services includes voicemail so the staff can leave messages when the guest is not in the room or does not answer to the phone. The message waiting indicator will automatically turn on, to inform the guest that messages are available.

  • Housekeeping. The cleaning personnel will be able to call an internal number to change the cleaning status of the room directy from the room phones. A voice service, available in five languages, will help the caller to select the right choice, so there is no need to memorize cleaning codes.

  • Wakeup Calls. You can schedule wakeup calls on the PMS or by calling a specific IVR number from room's phone. They will be executed by Hotel Services, and the result (answered / not answered) will be reported to the PMS.

  • Guest Directory on the staff phones. Optionally, you can show and search the list of all the hotel guests on the reception IP phone (or other staff phones), to call them without knowing the room number.

  • Do Not Disturb: when you set the DND status for a room, all the room IP phones will be set in DND as well.

If you are leveraging a Cisco Webex Calling MT Cloud telephony environment, the offered hotel features are limited. Please consult relevant KB article.

Imagicle Hotel Services supports Room move, if available from the PMS. Room move is the ability to move the guest information, including voicemail messages, to another room. Hotel Services can also be configured to lock hall phones and bill conference rooms calls.

A detailed description of the services is provided within the Hotel Services section of each Cisco platform.

Additional services for the hotel and for the staff

The following applications of the Imagicle UCX Suite are not included in Hotel Services, but they can be added to provide functionalities to hotel staff:

  • Advanced Queuing, to provide advanced ACD/IVR customer service to the Hotel

  • Attendant Console, to provide Operator Console with guest info to the Hotel receptionist

  • Digital Fax, to provide virtual IP Fax Server functionalities to the Hotel staff

  • Contact Manager, to provide advanced external directory services and Caller ID to Hotel staff and guests

For example, the integration with the Attendant console allows the concierge or the operators to instantly look for a guest by name, and transfer an external call to the room without even touching the phone.

Applications included in Imagicle Hotel Services

Hotel services are provided by Imagicle UCX Suite. Imagicle Hotel Services for Cisco UC is a commercial bundle which includes four applications of the Imagicle UCX Suite:

  • Call Analytics Enterprise, for call cost postings and phone lock management

  • VoiceMail, to provide voicemail

  • Hotel Link, to connect to the PMS, place the wakeup calls and provide other hotel services

While the other applications can be licensed individually, Hotel Link can only be bought in the Hotel Services.

System Requirements

Hardware and Software requirements

Since Imagicle Hotel Services is a bundle of three applications, the hardware must be correctly sized to run three concurrent UCX Suite applications. Please refer to the Imagicle web site for details.

PMS - Software requirements

The list of PMS software compatible with Hotel Services is available on Imagicle web site's product page. Other PMS software supporting one of the standard hospitality protocols might be compatible. Contact Imagicle for further details.

IMPORTANT: Based on the specific PMS vendor and model, an additional license or module could be required on the PMS software to support the required communication protocol. Following  the known parts number for some of them:

  • Oracle Opera (FIAS protocol): requires part number 5001-345 (FIAS_BUE)

  • UHLL compatible products: requires Comtrol Lodging Link, part number DMM-303.

 Please, contact your PMS reseller/maintainer for additional details about the PMS requirements.

PMS - Configuration requirements

  • The room name (ID) the PMS interface sends to communicate must match the primary extension number of the room phones. E.g. the phone line in room 201 must be 201

  • Only numbers are supported for room naming. If you have rooms named with alphanumeric names (such as "Royal Suite"), in order to be supported by Imagicle Hotel Services, they should be renamed with a numeric string matching the room extension number.

Calling Platform requirements

Hotel Services is compatible with Cisco UCM or Webex Calling DI ver. 11.5 and above, allowing rooms' phone lock feature through Curri - ECC configuration.

Hotel Services is also compatible with Cisco Webex Calling MT, with limited features.

Additional Calling Platform configuration requirements

  • The numbering plan must be flat. No overlapping numbers across different partitions/locations.

  • All the room phones must share the same line number. The room phones must have one line only.

Licensing

Imagicle Hotel Services subscription license is based on the number of hotel rooms you need to serve from the PMS system.
The license includes 50 rooms. It is possible to purchase multiple licenses, up to 25,000 rooms.
Over 25,000 rooms, Hotel Services is available on a project base. Please contact Imagicle for further details.

Recently updated content

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.