WxC MT SIP Routing for Wake-up and Housekeeping services

Native SIP Trunk Configuration

The Wakeup Service and Housekeeping IVR requires a dedicated native SIP routing.

For this purpose, you can follow this KB and apply all configurations for a new SIP Trunk. Please mind the following specific requirements:

When you reach "Webex Calling Auto-Attendant Service for call routing to Imagicle services" paragraph, please create the native Auto Attendant assigning it to an unused extension number (no need for a E.164 DID). This extension is used for routing wake-up calls, as described in below Wake-up IVR Route paragraph.
In "Associate additional PSTN numbers to the same Auto Attendant Service", please add the required language-based extensions to handle Housekeeping Service calls, as described in below Housekeeping IVR Routes paragraph.
You can ignore the paragraphs "Additional Settings" and "User's Settings"

Wake-up IVR Route

Wake-up call IVR leverages above native SIP trunk, where an available extension has been identified for this purpose. Please edit the following setting file:

C:\Program Files (x86)\StonevoiceAS\Apps\HotelLink\Settings\HotelLink.Media.Parameters.config.xml

Add the following lines, between <Configuration> statements:

CODE

<preference key="params.routes"><![CDATA[(sip|h323):.*.*(+286499)@.*=ivr:..\..\Vxml\WakeupService\WakeupService.vxml]]></preference>
<preference key="params.routes"><![CDATA[(sip|h323):.*.*.*=ivr:]]></preference>
<preference key="params.routes"><![CDATA[engine:.*=sip:<da>]]></preference>
<preference key="params.routes"><![CDATA[sip:.*=engine:]]></preference>
<preference key="params.routes"><![CDATA[engine:.*=h323:<da>]]></preference>
<preference key="params.routes"><![CDATA[h323:.*=engine:]]></preference>

Above +286499 is the sample IVR Pilot number. You can replace it with the extension you applied in the native Auto Attendant configuration.

IVR script invites hotel guest to enter wakeup time in 24h format. Once acquired, IVR replies with a confirmation prompt.

Wakeup call is performed once, during same day or the day after, depending on current time and requested time.

Additional configuration to enable Wake-up Service prompts in multiple languages

Multiple languages are supported and relevant default voice prompts are already uploaded in EN, IT, DE, ES, FR and AR.

Edit the following file: <StonevoiceAS>\Apps\HotelLink\Settings\HotelLink.Media.Service.config.xml
Add the following line between <configuration> statements:

CODE

<preference key="service.StateMachineConfig.wakeup_msg" value="~\..\..\Locale\{language}\SystemPrompts\WakeUpService.wav" />

Save file

Wakeup call voice prompt is played in the language chosen at room's check-in. If guest language is different than above six languages, then English is automatically applied.

Housekeeping IVR Routes

Housekeeping Service IVR leverages above native SIP trunk, where multiple available extensions can be assigned for this purpose. A possible sample is available in below list:

+287301 to call the English speaking IVR
+287302 to call the Italian speaking IVR
+287303 to call the French speaking IVR
+287304 to call the Spanish speaking IVR
+287305 to call the German speaking IVR

Additional configurations to enable MAID ID input

You can optionally enable DTMF acquisition of a Maid ID, while calling the Housekeeping Service IVR number(s). Maid ID is acquired right before entering room status code. This procedure applies for FIAS and MITEL-based PMS only:

Start RDP session to Imagicle UCX Suite's IP address and logon as Administrator.
Edit this file:
\StonevoiceAS\Apps\HotelLink\Vxml\MaidService\Built-In\MaidStatusMenu.vxml
Add or uncomment the lines below:

CODE

<!-- Existing lines -->

<form id="Welcome">
    <prompt>
         <audio expr="session.AudioPrefix + 'MaidWelcome.wav'" />
    </prompt>
    <var name="dialog.InputAttempt" expr="''" />
</form>

<!-- End existing lines -->
<!-- 
If the PMS configured for a property supports "Maid ID" functionality and you want to use it, please clone this built-in Maid Status IVR into a custom Maid Status IVR for that property
-->
<form id="MaidId">
     <var name="dialog.InputAttempt" expr="InputAttempt + '1'" />
     <property name="timeout" value="10s" />

<!-- Sample with 3 to 5 digits Maid ID input, with "#" to terminate acquisition -->        
     <field name="maidId">
        <grammar mode="dtmf" type="X-OPAL/digits">minDigits=3;maxDigits=5;terminators=#</grammar>
        <prompt>
             <audio expr="session.AudioPrefix + 'MaidIdPrompt.wav'" />
        </prompt>
     </field>
     <filled>
        <var name="dialog.InputAttempt" expr="''" />
        <goto next="#GoToMenu" />
     </filled>
     <noinput>
         <goto next="#MaidIdError" />
     </noinput>
     <nomatch>
         <goto next="#MaidIdError" />
     </nomatch>
</form>
<form id="MaidIdError">
     <prompt>
         <audio expr="session.AudioPrefix + 'MaidIdInvalid.wav'" />
     </prompt>
     <if cond="InputAttempt=='111'">
         <disconnect />
     </if>
     <goto next="#MaidId" />
</form>

Save file with same name, in this folder:
<install_dir>\Apps\HotelLink\Vxml\MaidService\Custom\<PropertyName>\MaidStatusMenu.vxml
Replacing <PropertyName> with the name of the property as per configured reported on :
<install_dir>\Apps\PMSLink2\Properties\PropertyList.user.ini
Reboot the server