Installing 3CX Hotel Module
Contents
1. Adjusting Billing costs 3CX Phone System calculates call costs based on destination number and call duration You will need to enter the cost for each country for national calls and for mobile calls The default billing rate is 1 0 To change these rates 1 In the 3CX Management Console go to View gt Billing Information 2 Edit the rates as appropriate and click Apply 3 When calls are made to external numbers they are checked against this prefix table If a match is found then the cost is calculated as follows Total Cost Talking time rate where a rate of 1 0 means 100 per 60 seconds of talking time 1 minute http 10 172 0 180 5000 managem P GX 3CX Phone System Manage File Edit View Favorites Tools Help 24 Extension status Td Server Activity Log wig Add Extension W Add PSTN Gateway re Add VOIP Provider Wizard thy Create Out 3CX W Apply Import Export Show Filter 3CXx Phone System im Country Name err Mobile Calls default Afghanistan Wo System Extensions Status Remote Connections ui Phones Albania uf Server Activity Log Algeria if Server Event Log American Samoa sy services status Andorra Extensions Se PSTN devices ga VOIP Providers ty Inbound Rules 4 Bridges outBound Rules 4 Digital Receptionist tod rit a Call Queues 5 Fax Machines l Australia 4 Settings Austria HW SCX Phone System Updates Ascension Island2. 3 gt Wake Up Call Configuration Select a Digital Receptionist from the drop down below to be used for Wake Up Calls The Audio Prompt in this IVR will be played to the Guest v wi v when the Wake up call is answered 3CX Hotel Wake Up Digital Receptionist Wake Up Call IVR z 2 All Rooms a eee e Automatic Wake Up Service Extension A wake up call can also be created by the guest from the room without the intervention of the receptionist For this we need to create a special Wake Up Digital Receptionist from the 3CX Hotel Web Interface Wake Up Call Configuration Select a Digital Receptionist from the drop down below to be used for Wake Up Calls The Audio Prompt in this IVR will be played to the Guest when the Wake up call is answered Wake Up Digital Receptionist wakeup 7 Wake Up Guest IVR Extension 500 O Forward wake up call when guest does not answa Forward wake up call to extension 100 g W Send email notification when guest does not answer wake up call Destination email address frontdeski hotel com P Mail notification subject Wake up call failed for room number g Mail notification body Guest in room number 0 failed to T answer the wake up call which was triggered on 17 127 13 Go to File gt Configuration gt Wake Up Guest IVR Extension Enter a free extension number In this case we will use extension number 500 Note It is important that if your 3CX
3. 7 7 71 5 Ata aww z Ail l with a software based PBX for Windows j I l e f User Manual 3CX Hotel Module For 3CX Phone System 12 Copyright 2014 3CX Itd http www 3cx com http www 3cx com blog http www facebook com 3CXPhonesystem E mail info 3cx com Information in this document is subject to change without notice Companies names and data used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of 3CX Ltd 3CX Phone System for Windows is copyright of 3CX Ltd 3CX is a registered trademark and 3CX Phone System for Windows and the 3CX logo are trademarks of 3CX Ltd in Europe the United States and other countries Last updated September 2014 Table of Contents Introduction What is the 3CX Hotel Module Components Operations and Functions Performed by the 3CX Hotel Module Operations On Check In Check Out Operations Do Not Disturb DND Wake up Calls Billing How It Works Installing 3CX Hotel Module Deployment Considerations System Requirements Installing the Software Activating the 3CX Hotel Module Creating a Wake Up Call DR Automatic Wake Up Service Extension Configuring the Mini Bar Feature Using the Hotel Module Web Interface Introduction Functions Available Checking In Guests Checking Out Guest
4. Screenshot 9 Billing Information in the 3CX Management Console CDR Output The CDR feature provides 5 output channels 1 One CDR file for all calls 2 One CDR file per call 3 Active Socket output initiates connection 4 Passive Socket Output waits for connection 5 Customized Feed via Plugin CDRPlugin dll Advanced Settings Advanced Dial codes Exchange 2007 2010 Conferencing Security Anti Hacking IF Blacklist Custom Parameters COR Output CDR Call Data Records Here you can configure whether 3s should output COR Call Data Records and how There 3 possible formats multiple calls in 1 file one file per call or output to a socket The exact format of the COR can be customized by modifying the ML templates located in the COR Templates Folder Exact output locations can be specified in the templates as well Output COA in single file m F Output one COR per call O Output COR to socket Active Initiates connection E Output COR to socket Passive waits for connection D 7 Feed customized CDA plugin COA Plugin dll C E Interval to generate COA records in seconds fis Each channel can be enabled separately To Enable the CDR feature from the management console go to the Settings gt Advanced gt CDR Output tab and select the CDR Output tab Changing CDR Output Location The file output default location can be changed by editing each template file The template files are loc
5. Date and Time when the call was dropped SCallFrom the initial caller SCallTo the initial callee SGroupNum the group number if the call comes from a group Queue Ring Group ivr Eg if the call will come from queue 800 sGroupNum will be 800 sLineNum the external port number through which the call passes If an extension is calling an external number through a VoIP Provider the sLineNum will be the Virtual line number of that VoIP Provider Ex 10000 SRecCallID the internal unique identifier of the call used by the PBX to uniquely identify calls sCallerID the initial caller id Eg if the call is from extension 100 to 101 the caller id will be outbound caller id of extension 100 which usually is 100 sDialedNumber the exact dialled number Eg if for instance extension 100 is calling 9102 9 intercom the dialled number will be 9102 SLastCallerID last caller ID of the current call A call can go through many transfers and this will be the last caller ID of the call Eg if extension 100 calls 101 101 transfers to 102 the last caller ID will be 101 SLastDialedNumber last dialled number From the above example last dial number is 102 which is last dialled number of this call sBillPrefix the billing prefix used to make the billing This is configured from 3CX Management Console gt View gt Billing Information sBillRateName the billing country name bIsAnswered true if the call is answered fal
6. Phone System is a 3 digit PBX then the wake up call extension should also be 3 digits long Select the extension where the wake up call will be forwarded in case the guest does not answer Enable the option to send email notifications to the designated email address in case a wake up call fails to be answered You can also configure the subject and mail body of the email Press OK to save these changes After this procedure the guest can make a call to Wake Up Call Service Extension 500 the user will be greeted with Wake Up Call Configuration Menu The Wake Up Call Service Extension should be printed in the Hotel s telephone directory so that guests are aware of it At any time the guest can dial this number follow the prompts and set up his her own wake up Call Configuring the Mini Bar Feature 3CX Hotel Module provides a mini bar feature that allows mini bar personnel to communicate the mini bar usage to the PMS system via the use of a phone call To configure this 2 http 10 172 0 180 5000 hotel PhoneSysMainForm wgx P X 3CX Phone System Hotel A X File Edit View Favorites Tools Help Enable Maid Status Code Dial Code Configuration for Maid Status Codes Requires 3CX PMS license 3CXHPMS Configure a dial code to allow cleaners to set the status of a room via the phone 3CX PMS and Fidelio have different Maid Codes For more information dick on the Help link above Sec Dt Reto pacem mO E
7. Select the room number from the All Rooms or Empty Rooms node and click on the Check IN icon found on the top toolbar 2 You will be prompted to enter the guest s name email address and caller ID The email can be used for voice mail notification if the guest wishes to receive their voice mail via email 3 Click OK This will e Set the Extension Name to the Guest s name e Unblock the extension to allow outbound calls Checking Out Guests To check out a guest 1 Select the room number and click on the Check OUT icon E Call Info Webpage Dialog ME Print I Copy Destination Start Time Duration 00035796626870 2009 11 30 15 03 21 00 00 08 DTAL COST for Guest ROOM 100 0 13 Screenshot 4 Call Costs Dialog 2 The 3CX Hotel Module will bring up the cost of any calls made in a separate dialog If no calls with costs were made a dialog confirming this will pop up 3 You can choose to print this dialog for inclusion with the hotel bill 4 Now close the call cost dialog The extension will now be checked out This will e Delete the guest name and move the room to Empty rooms e Delete all voice mail messages of the room e Disable outbound calls on the extension e Clear any Do Not Disturbs set Set to Do Not Disturb The Do not Disturb function will send all calls to the room to the guest voice mail The DND status will be shown in the DND On Off column e Available Guest will take cal
8. command prompt screen SMDR output is sent in specific intervals You can configure the frequency from the CDR Output tab in the 3CX Management Console Customizing SMDR Output It is also possible to customize the output by editing the C script that produces this The template can be found in the following location Yoallusersprofile 3C X Data CDRT emplates SMDR cs Changing the script requires knowledge of C or at least programming skills The script has access to 2 objects callinfo and details callinfo contains information regarding the entire call It has access to the following fields public int nHistoryID public TimesSpan tmDuration public DateTime tmCallStart tmCallAnswered tmCallEnded public String sCallFrom sCallTo sGroupHum sLineNum sRecCalliID stCallerID sDialedNumber tu P if in 6 SsLastCallerID sLastDialedNumber T sBillPrefix sBillRateName i public bool bisd nswered bIsFailed bIsCompleted 9 bCallFromOutside bMakeCallOrigin 10 public Double fRate fTotalCost 11 public cnDmnKind eGrouplype 12 public int iMediaType iNumDetails iGrp Answer nHistoryID the unique ID used for identifying the call This is used internally to write the call in callhistory3 the primary key tmDuration the duration of the call if answered or O if not answered tmCallStart Date and Time when the call started tmCallAnswered Date and Time when the call was answered tmCallEnded
9. distinction is made between local and long distance calls Message Registration works by counting the number of meter pulses made over the duration of the call The Message Registration message has the following output format Th EET FUNCTION STATE EXTENSION MhBE R CODE CODE FAAN where SP is the ASCII blank character n is an extension number digit The status code in this case is a fee or peg count This is the one exception to the length of the status code being 4 bytes instead of 2 Message Waiting Message The format of this message is the same for both directions The format of the message is similar to the check in out message where the use of binary status code provides the new state of the message waiting lamp The Message Waiting message has the following format CALEA CET TT FUNG TOR STAT U5 EXTERBION MUWEE R CODE CODE FFNATA where SP is the ASCII blank character X is the Message Waiting Lamp status code e ASCII character 1 for Lamp On e ASCII character 0 for Lamp Off n is an extension number digit Station Restriction Message A Station Restriction message can be used to establish call restrictions When this message is sent from the PMS to the system it brings previously programmed Call Restrictions into effect Note Emergency Services 911 999 and internal calls are never restricted The Station Restriction message has the following format istx RETT 8 SP x x x x x ext Functio
10. from no fmt O gt lt to_no fmt 0 gt lt group_no fmt 0 gt lt line_no fmt 0 gt lt is_answ fmt 0 gt zis fail fmt 0 gt lt is_compl fmt 0 gt lt is_fromoutside fmt 0 gt lt CallerID fmt 0 Z gt lt DialedNumber fmt 0 gt lt lastCallerID fmt 0 gt lt lastDialedNumber fmt 0 gt lt mediaType fmt O0 gt lt Rate fmt O 7 gt lt TotalCost fmt 0 gt lt BillPrefix fmt 0 gt lt BillRateName fmt 0 gt lt add cr new line in the string gt lt GrpAnswDetail fmt O GHXD amp H KXA gt lt NumDetails Emt O GHHD GHHA gt lt DetailsTemplate gt lt DetailNum fmt CallDetail 0 gt lt IdCallHistory2 fmt 0 gt lt ParentDetailNum fmt 0 gt lt dest_ dn fmt 0 gt lt dest_num fmt 0 gt lt StartTime fmt O gt lt Dur fmt 0 gt lt AnswerTime fmt 0 gt lt Status fmt O gt lt Is_ Compl fmt 0 gt lt SpecDstType fmt 0 gt lt is tooutside fmt O amp HxD amp xA gt lt DetailsTemplate gt lt CallTemplate gt FileName SMDR Output The SMDR feature is separate from the other CDR features Enabling SMDR To enable SMDR you must enter the host and port to listen on for incoming connections In the 3CX Management console navigate to Settings gt Advanced gt Custom Parameters Tab In the search filter ty
11. is set by the guest from the room without the receptionists intervention A call will be made from the guest s room to a pre configured Wake Up Call service IVR follow the prompts and configure his her own wake up call accordingly This extension number can be printed in the hotel s telephone directory brochures Billing The system will log calls from each room and show costs based on the cost configured in the 3CX Phone System management console The system can output a configurable CDR report for each call The CDR report can be sent to a separate text file one call per text file to a text file for all calls all calls will be listed in the same text file or to a TCP port For each case the exact format can be customized How It Works The 3CX Hotel Module is an additional module that is installed on the 3CX Phone System machine The module adds an additional service to the 3CX Phone System machine as well as a web application The 3CX Hotel Module Service starts only if the Hotel is licensed The web server selection for the 3CX Hotel Module is automatic this means that if 3CX Phone System was installed using the IIS option then the Hotel Module web interface will automatically be on IIS Alternatively if 3CX Phone System was installed using the Abyss option the 3CX Hotel Module will use Abyss In both scenarios the 3CX Hotel Management Web page will be accessed on http IP 5000 Installing 3CX Hotel Module Deploymen
12. 3 objects one for 100 to 101 and another for 101 to 102 In this case ParentIdx of the second call 101 102 will be the iNDetail of the first DetailData3 object 100 101 DestDN the destination of the call Eg in case we have a call from 100 101 destination dn will be 101 if for instance the call is from 100 external number using the line 10000 DestDN will be 10000 Virtual extension number of the line DestNum the destination number as dialled by the caller Eg 100 external number destination number will be the External number StartTime the start time of the call AnswerTime the answer time of the call EndTime the end time of the call Dur the duration of the call Ex 100 calls 101 101 transfers to 102 If Dur belongs to DetailData3 object of call 101 102 Dur will be the duration of this call Status the status of the call Possible statuses are the following Connecting 0 Answered 1 DestBusy 2 DestNoAnswer 3 DestNotAvailable 4 NotAnswered 5 Completed 6 DstUnknown 7 IsCompl true is this call is completed bCallToOutside true if it is from to external line SpecType ildCallHist iNDetail ExtType used for internal use only For a more extensive example please look into SMDR cs located in the CDRTemplates folder 3CX PMS Protocol Specification Introduction This chapter details the 3CX PMS protocol which integrates with PMS hotel software The 3CX PMS protocol c
13. CX Hotel Module web interface This web interface will be used by the receptionists of the hotel It s a shared logon and does not provide administrative access to the system 5 Click Finish to complete installation 6 The 3CX Hotel web interface will be automatically launched http lt ip of 3cx phone system machine gt 5000 Hotel Login with the credentials specified during the setup 7 You will see a notification dialog to activate the license and configure a Wake Up Digital Receptionist Note If you installed the 3CX Hotel Module on an existing 3CX Phone System installation you need to Check OUT and Check IN the existing extensions in order to reset any cost counters voicemails and settings associated with the extensions All Call Details will be removed for those extensions Activating the 3CX Hotel Module The next step is to activate your license 1 Start up the 3CX Hotel Module from the start menu program group that has been created 2 Activate your license by going to the File gt Activate License page menu option 3 Enter your License Key Company Contact Name E mail Telephone and Country and click on Activate to activate your license This information will be sent to our license key server and your license key and installation will be activated 4 Depending on your license key the product will activate with or without PMS integration 3CXH stands for the hotel module without PMS integrat
14. against this number a new telephone directory entry is created 2 replacement The name is used to REPLACE the first alphabetical name against this number All other names against this number are not altered If an invalid message is received from the PMS the system returns an NAK Wake Up Messages The PMS system can inform the system when to set a wake up call for a particular guest station The wake up message has the following output format PET Te FUNCTION STATE EXTENSION MhBE R CODE CODE FRAT where t is the wake up time n is an extension number digit The wake up time is specified in 24 hour time All four characters filled with ASCII blanks represent a deletion of the wake up time time format HHmm Example of wake up call at 23 and 30 minutes to extension 100 2MW 2330 1003 DND Message The PMS system can inform the PBX when to set the DND status for a particular guest station by sending the following message The DND message has the following format FUNCTION STATUS EXTENSION MU WBE R CODE CODE Where STATUS CODE 1 DND ON 0 DND OFF SP is the ASCII blank character Example set DND ON for extension 302 2DND1 3023 STXDND1SPSPSP302ETX StxValue 2 EtxValue 3 ENQ 5 ACK 6 NACK 21 Message Registration Message Each time a hotel extension makes a trunk call the system sends a message to the PMS to update the total count of outside calls made against the guest room No
15. amp Digital Receptionist 4 Ring Groups oil Call Queues g5 Fax Machines X Settings WJ 3CX Phone System Updates E Links t 9 Help Configure the Name Prompt and Time out for this Digital Receptionist key SS SS SS SS SS SS SS ST Pee Screenshot 14 Configuring a Digital Receptionist 3 Record an audio prompt that says for example Dear Guest This is your wake up call For information on how to record sound files see the 3CX Phone System manual You can also use the Record on Phone feature button to quickly record an audio prompt In this example we will name the file WakeUpCallPrompt wav 4 Now click on the Add button and specify the file that you just recorded No further options are necessary click OK to save the digital receptionist 5 Load up the Hotel web application and go to the File gt Configuration gt Wake Up Call Configuration section and next to the option Wake up Digital Receptionist select the Wake Up Digital Receptionist you just created In this example you will see Wake Up Call IVR Click the OK button to save em scs x 1 gt r http 10 172 0 180 5000 hotel PhoneSysMainForm wgx P Gx 3CX Phone System Hotel A fh t File Edit View Favorites Tools Help File Guest Wake Up Calls Misc Help J 4 J 2
16. ated in allusersprofile 3CX Data CDRTemplates In this folder you will find 4 xml templates which you can modify in C In the case of the templates CDRTemplate Socket and CDRTemplate SocketListen the host name and port must be specified in the tags Host 127 0 0 1 and Port 33555 when you open the XML file All output is text based and can be formatted by modifying the template for each channel Each change made in the template files requires a restart of the 3CX Call History Service Editing CDR Output Format If you need to alter the format with which the CDRs are outputted you can do by editing the XML template files Each template file contains XML tags that describe which database fields should be included in the CDR in which order and how each field should be formatted Each node outputs the text quoted in the text after 0 and is replaced by the value of the actual field For example the xml node lt CallerlID fmt XX caller ID 0 gt would output XX caller ID 00357999999 The formatting can be customised using C formatting strings Therefore it is possible to insert text before and after a field value and to format numbers with decimals and format dates Here are some examples Formatting the TotalCost and start time fields lt TotalCost fmt CallCost 0 000 00 gt would output CallCost 003 40 lt starttime fmt 0 ddMMyyHHmmss gt would output 210911160729 lt starttime fmt 0 dd MM yyy
17. can be entered when the selected PMS is 3CX PMS 1 maid present clean not clean out of service to be inspected Occupied Clean Occupied Not Clean Vacant Clean Oo oOo N O oa A W N Vacant Not Clean The following values can be entered when the selected PMS is Fidelio 1 Dirty Vacant 2 Dirty Occupied 3 Clean Vacant 4 Clean Occupied 5 Inspected Vacant 6 Inspected Occupied If the code is correct the success media file message will be played If the code is incorrect the failed media file message will be played which will give an indication to the maid that the input was not understood by the 3CX Hotel Module The audio prompt files can be configured from the 3CX Hotel Module interface File gt Configuration gt Maid Status Code Section These are the same files that are used for the Minibar codes Entering Minibar Usage The minibar function allows minibar personnel to forward minibar usage to the PMS system via the phone in the guest s room Personnel pick up the phone from the room in question example Room 100 which will have extension 100 and dial the special dial code followed by the appropriate item code and the amount For example 68 2 10 will notify the PMS that the minibar in room 100 needs 2 units of item code 10 If the code is correct the success media file message will be played If the code is incorrect the failed media file message will be played These messages can be configured from the 3CX Hotel Modu
18. ere was an error in either the transmission itself in one of the message fields or in the syntax of the message specifically STX ETX function code and status code for example CHK3 is sent instead of CHK1 The system generates a hotel log indicating this error occurred The PMS is able to retry sending only the message txn STX message text and ETX three more times without prefacing it with an ENQ message first The following example illustrates a PMS transaction retry PMS FPEX ACK ENG o MaKe CS ST X msg ETX mak CS ST X misg ETX NAK z Ee STX msy ETX MAK so TX msg ETX FFAS Aa The PMS then discards the transaction PMS Format Specification The messages have the following general format tt fn tae Jie FUNG TI On oO TAT US EXTENSION MUWBE F MIDE MIDE FRFAAah Check In Out Messages The message has the following format FUNCTION CODE STATLG CODE EATERBION NUMB EF COIRA where X is the Check In Out status code e ASCII character 1 for Check In e ASCII character 0 for Check Out SP is the ASCII blank character n is an extension number digit Check in message Ea Ee ee FUNCTION STATUS EXTENSION MU NBER CODE CODE Fen Note that extension numbers less than five digits long are filled with space characters ASCII 32 HEX 20 not zeros ASCII 48 HEX 30 If the message received from the PMS is invalid the system returns an NAK an ASCII character for Negative Acknowledge Examp
19. exander Cortez Mr Depp Ms Britney Marsh Mr Nick Gonzales Mr Gareth James Available Available Available Available Available Available Available Available Available Available Available Available Friday September 23 Available Available Available Available Clean Maid present Clean Occupied Clean Occupied Not Clean Vacant Clean Vacant Clean Vacant Clean 108 Available 109 Available 110 Available Available Vacant Clean Available Not specified Available Not specified cooocooogeoeo o Screenshot 1 3CX Hotel Module The 3CX Hotel Module adds additional functions to 3CX Phone System which allows it to be used in hotels or other hospitality environments The 3CX Hotel Module performs the following functions Allows for Check in and Check out of guests Allows setting of guest extensions to Do not Disturb Allows blocking of external calls Allows wake up calls to be scheduled Allows billing of calls to rooms Allows housekeeping to set room status via the phone Allows minibar usage to be reported via the phone The 3CX Hotel Module can integrate with a host of Hotel software systems Property Management Systems PMS such as Micros Fidelio Roommaster Hilton and more Alternatively the receptionist can use the system directly through the provided web interface Components The 3CX Hotel Module consists of a front end application and a Windows Service The Windows Service operate
20. he dialled number from the extension in Room 101 should look like this 68 2 10 3 30 if No of Items Code a 68 10 2 30 3 if Code No of Items b In both cases the above syntax means that a Mini bar order of 2 water and 3 cokes are needed to fill up the Mini Bar of room 101 Hence this implies that the Guest in Room 101 consumed 2 bottles of water and 3 bottles of coke which of course need to be charged Using the Hotel Module Web Interface Introduction This chapter explains how to use the 3CX Hotel Module web interface File Guest Wake Up Calls Misc g Hf check ouT Q setono Yy Bock y G setwake up eC View Calls r 3 C Room Number Guest Name DND On Off Messages External Calls Wake Up Time Room Status X 3CX Hotel Available 0 All Rooms J Occupied Rooms Empty Rooms a Wake Up calls Screenshot 2 The Web Interface The 3CX Hotel Module web interface is located at http lt phone system machine gt 5000 Hotel After you login you will see 4 nodes e All Rooms All extensions created in 3CX Phone System e Occupied Rooms These are all the extensions that are checked in e Empty Rooms All extensions that represent checked out status e Wake Up Calls All scheduled wake up calls These show in RED Functions Available Checking In Guests Room First Name Last Name Email address Caller ID Screenshot 3 Checking in a Guest To check in a guest 1
21. ion and 3CHPMS indicates that the license has PMS integration Creating a Wake Up Call DR The first time you login to the 3CX Hotel Module you will be prompted that you need to configure a Digital Receptionist DR for the Wake Up call functionality This DR is used to perform the actual wake up calls To configure a DR 1 Access the 3CX Phone System Management Console click on the Digital Receptionist node and click on Add Digital Receptionist 2 Configure a name for this Digital Receptionist Example Wake Up Call IVR Nn D A http 10 172 0 180 5000 management MainForm wgx O x 3CX Phone System Manage File Edit View Favorites Tools Help File Add View Settings Links Help 3 Extension status uf Server Activity Log s Add Extension g Add PSTN Gateway cr Add VOIP Provider Wizard ty Create Outbound Rule ty Create DID Edit Digital Receptionist gt 3C a The Digital Receptionist Auto Attendant answers and directs calls automatically E P 3CX Phone System General Ports Trunks Status 3 Extension Status Kj System Extensions Status Virtual extension number Cannot be in use as an extension 600 O Remote Connections Phones Name Wake Up Call IVR Gf Server Activity Log Redirect To MS Exchange F af Server Event Log Prompt WakeUpCallPrompt wav Add bend ce C2 EO Services status Extensions Menu options ta PSTN devices VOIP Providers Inbound Rules 0 Bridges outBound Rules
22. l Calls You can block external calls in rooms by selecting the room and click the Block button in the toolbar Viewing the Calls Made by a Guest Call Info Webpage Dialog peg Destination Start Time Duration 00035796626870 2009 11 30 15 03 21 00 00 08 00035796626870 2009 11 30 15 08 37 00 00 05 00035799181012 2009 11 30 15 08 55 00 00 04 00035799181012 2009 11 30 15 09 15 00 00 01 OTAL COST for Guest ROOM 100 0 29 Screenshot 8 Displaying Calls Made by a Guest Click on the room number and View calls to view all the calls made by a particular room and the associated cost You can print this data by clicking print Set Room Status by Phone This function allows cleaners to set the status of the room via the phone The maid status message is triggered by a call from the room in question and by entering the special feature code the dial code set in the configuration section of the 3CX Hotel interface which is also used for the Mini bar codes followed by the appropriate code to specify the status of the room Note The codes are different depending on the PMS system used 3CX PMS supports 9 Maid code states whilst Fidelio supports 6 For example Dialling 682 from room 101 will trigger a maid status message to the PMS that will set the status of room 101 to clean In this example 68 is the special feature code configurable and 2 is the status code clean The following values
23. le Check In check in for extension 100 STXCHK1 100ETX where STX 2 ETX 3 resulting the following message 2CHK1 1003 Name Message This message is sent from the PMS and is used to display the Guest name on the phone The Name message has the following input format FUNCTION STATUE EX TENSION CODE CODE H L MBE F FFN373 where NAM is the name function code NAME is a character of the name maximum 21 characters n is an extension number digit The length of the name up to 21 characters is left justified with blanks used for padding The characters can be upper or lower case and may also include numeric characters First and last names may be given separated by a comma placed anywhere but in the 1st and 21st location but if only one name appears it is recorded as the surname by default The first name in the string must be the last name or surname followed by the first name If only one name is given the 21st character is a blank the maximum size of a name is 20 Use of the string operation code allows for addition and deletion of a specific name against an extension The system allows more than one name to be added against a station Most situations usually have just one name associated with a station number The String Operation code is the first byte of the status code and may be one of these options 1 addition The name is ADDED to the current list of names against this station If there is no name
24. le interface File gt Configuration section Hotel Software PMS Integration Introduction Although all hotel related functions can be performed via the web interface it is often preferable to perform these functions automatically at check in or check out of the guest via the Property Management System software 3CX Phone System supports a wide range of hotel software systems Integration Options The 3CX Hotel Module can integrate with PMS systems in the following ways 1 Via the 3CX PMS protocol This protocol is very similar to the Mitel protocol Most hotel software have a Mitel PBX interface so it is possible to select this integration option in the Hotel Software and it will work with the 3CX PMS protocol If multiple Mitel options are offered the Mitel SX 2000 option must be selected 2 Via the Fidelio protocol 3 Exchange of data can also be done on a custom basis In this scenario documentation must be provided by the reseller as to how the integration must be performed Additional charges may apply Configuring 3CX PMS Protocol Integration When using the 3CX PMS protocol the 3CX Hotel Module acts as a server In other words the PMS software sends messages to the 3CX Hotel Module Use this for Mitel compatible hotel software such as Innquest Roommaster 2000 and Brilliant HotelConcepts In the PMS software you must specify 1 The IP address of 3CX Phone System 2 Specify port 15374 for the Hotel Software connectio
25. losely resembles the Mitel PMS protocol and therefore it s possible to specify the Mitel PMS protocol in the PMS system The protocol is further detailed in this chapter General Protocol Information The PMS System bi directional through half duplex link uses the ENQ ACK STX text ETX ACK protocol The PMS to system transmission sequence is PMS PBX ENG ok PMS SENDSANENOUIRY on THE PBX REPLIES WITH ACKNOWLEDGE STX meg ETX y cg PMS SENDS STX MESSAGE AND ETX TO THE __ PBX THE PBX SYSTEM ACKNOWLEDGES FOS aa The transmission of the message is complete There are timing restrictions imposed on the transmission sequences Max 3 SEC max 3 SEC ENQ Ac K STA msg ETX Ack ENG MIN 0 SEC MIN 0 SEC FRR YT The maximum time to wait for the ACK after a STX msg ETX transmission is 3 seconds PMS to System Transmission After receiving an ENQ character from the PMS the system responds within three seconds with either an ACK or an NAK The ACK indicates the transmission was successful The NAK indicates there was a transmission error or that the system is busy The system generates a hotel log indicating such an error occurred After sending the ACK the system is immediately ready to receive the STX message text and ETX Within three seconds of receiving the ETX it responds with either e ACK indicating the transmission was successful and all of the message fields are valid e NAK indicating th
26. ls e Do Not Disturb Calls will be sent to voice mail Note Wake up calls override Do Not Disturb Therefore if an extension is set to Do Not Disturb but there is a scheduled wake up Call the wake up call will still be made whilst a normal call will go to voicemail Scheduling a Wake Up Call File Guest Wake Up Calls Misc hed y r Yy e A a S J ag Room Number Guest Name DND On Off Messages External Calls Wake Up Time Room Status 3 gt 100 Room 100 Available 0 Available Monday November 30 2009 3 10PM Clean 102 Room 102 Available 0 Available Monday November 30 2009 3 15PM Clean E 3CX Hotel All Rooms J Occupied Rooms a Empty Rooms Wake Up calls Screenshot 5 Wake Up Calls The wake up call feature allows you to schedule an automatic call to be placed to a room ata particular date and time To schedule a wake up call 7 1 Select the room number and click on Set Wake up 4 9 2011 Sun Mon Tue Wed Thu Fri Sat i 2 3 7 8 9 10 14 15 i6 17 21 Beg 23 24 28 29 30 Screenshot 6 Set Wake Up Call 2 You will be prompted for the date and time of the wake up call Click OK to set the wake up In this example we have configured a wake up call to be made on the 22 September at 3 00 AM 3 When the time of the wake up call is reached the extension in the guest s room will be called automatically by the digital receptionist created and transferred to the recorded wake
27. n 3 If multiple Mitel options are offered choose Mitel SX 2000 Naturally if you change the default ports you must change them in the PMS system as well Then access the 3CX Hotel Module and go to File gt Configuration In the PMS Configuration section you must specify PMS Configuration Property Management System Setup Requires 30x PMS license 3CMXHPMS Configure the options below to match those of your PMS system IP Address of PMS System 10 172 0 90 Port of PMS System 15374 7 Select PMS integration type SCX PMS Acts as Server Select Extension Groups to Display Select Groups 4 The IP address of the PMS System 5 The port must match that configured in the PMS system example 15374 6 The selected PMS integration type should be 3CX PMS Configuring Fidelio Protocol Integration The Fidelio Protocol integration can be used for Micros Fidelio and Protel hotel software In this case no billing interface needs to be configured Note FIAS Fidelio Interface Application Specification is supported by the following PMS systems from MICROS Fidelio Fidelio Suite 6 Fidelio Suite 7 Fidelio Suite 8 amp OPERA It is NOT supported by Fidelio Xpress The 3CX Fidelio protocol integration acts as a client This means that in this case messages will be sent from the 3CX Hotel Module to the Fidelio Management System PMS Configuration Property Management System Setup Requires 3CX PMS license 3CXHPMS Configure
28. n Status Extension or Code Code Suite Number BBIZIT where RST is the Station Restriction function code X is an extension or suite number digit S is one of the following status codes e 0 Internal e 1 Local e 2 Long Distance StxValue 2 EtxValue 3 ENQ 5 ACK 6 NACK 21 Maid Status Message The maid status message is used to allow cleaners to set the status of the room via the phone The maid status message is triggered by a call from the room in question and by entering the special feature code followed by the appropriate code to specify the status of the room For example dialing 682 from the room will trigger a maid status message to the PMS that will set the status of the room to clean The Maid Status Message has the following format X is the maid status code SP is the ASCII blank character n is the station number digit up to 5 digits When a Feature code is dialled the system sends both a Function and Status code to the PMS and the PMS interprets the codes in the following way Message Occupancy Condition STS1 maid present STS2 clean STS3 not clean STS4 out of service STS5 to be inspected STS6 Occupied Clean STS7 Occupied Not Clean STS8 Vacant Clean STS9 Vacant Not Clean Mini Bar Message The mini bar message allows mini bar personnel to forward mini bar usage to the PMS system via the phone The mini bar message is triggered by a call from the room in question and by e
29. nter a Port Number Example 60000 Conga code ane jo Media File to play when dial code is successful Media Fie to play when dial code is unsuccessful Enable Mini bar Codes Mini bar Codes Requires 3CX PMS license 3CXHPMS This allows Mini bar personnel to communicate the mini bar usage to the PMS system via the use of a phone call Product name Example water Product code Example 10 Dai ii Bar staak Orders in te foloningorder o 0fee rco Sw 1 In the 3CX Management console create a Digital receptionist Call it Dial Code IVR This dummy DR will be used for both the Maid status and the Mini bar features You do not need to upload a Prompt file 2 In the 3CX Hotel Module interface go to the configuration dialog and enable the Maid Status Code and the Mini bar Codes check boxes 3 Select as Digital receptionist Dial Code IVR the DR you previously created 4 Configure Dial Code put for example 68 here It must not start with any of the dial codes in the 3CX Phone System Dial Codes Page Example 44 will not work because it will try and match the dial code 4 which will take you to Voicemail and not to the Mini Bar 9 will not work either because the PBX will think it is a call to Page an extension 5 Specify a Success Media File and a Failed Media file Example content could be Input confirmed and Input failed When the dial code is accepted the successful promp
30. ntering the special feature code followed by the appropriate item code and the amount For example 68 special dial code set in the management interface 10 2 Will send to the PMS that the room had 2 units of item code 10 If the code is correct a success message will be played If its incorrect an error message will be played These messages can be configured from the interface The correct minibar item codes can be configured from the hotel management interface The minibar message has the following format S M N S c ccc e 30 nnnnn E T P T X X nnnnn the extension number cccccc data length 30 digit can be filled with 0 9 character has two roles delimiter and multiplication Example A minibar request from extension 100 STX MNB SP 1 20 3 50 SP SP SPSP100 ETX This means posting code item 20 Coke with a total of 1 pcs and item code 50 Chocolate with a total of 3 pieces
31. oe in SMDR You will see that a parameter will be displayed called SMDRHOSTPORT SMDRHOSTPORT 0 0 0 0 1752 should work for most cases where only 1 network connection exists To disable it you must set an empty host e g SMADRHOSTPORT Advanced Settings HA Configure advanced settings such as conferencing and more Advanced Dial codes Exchange 2007 Conferencing Security Custom Parameters CDR Output This page allows editing of advanced options Only use this after having been recommended to do so by 3CX Technical Support ADVANCED USERS ONLY Filter by Parameter Name SMDR Search Description SMDRHOSTPORT SMDR will open a socket and listen on the port specified above It will output each call in SMDR format to all established connections The default format is compatible with Mitel SX 2000 and has been tested with Call Accounting Mate software The 3rd party software has the responsibility to connect and to maintain the socket connection to the SMDR service To connect you will need to go to the SMDR section of your 3 party software and enter the IP Address of 3CX Phone System and the port which in this case will be 1752 You can test this easily by opening a command prompt window and telnet to the 3CX SMDR connection simply type in telnet ip of 3cx phonesystem 1 752 example telnet 10 172 0 180 1752 EA Telnet 10 172 0 180 After this make a simple call and you should see SMDR outputted on your
32. s Set to Do Not Disturb ocheduling a Wake Up Call Wake Up Calls Log Block External Calls Viewing the Calls Made by a Guest Set Room Status by Phone Entering Minibar Usage Hotel Software PMS Integration Introduction Integration Options Configuring 3CX PMS Protocol Integration Configuring Fidelio Protocol Integration Configuring the Billing Interface Introduction Adjusting Billing costs CDR Output Changing CDR Output Location Editing CDR Output Format Complete CDR Template SMDR Output Enabling SMDR Customizing SMDR Output 3CX PMS Protocol Specification Introduction General Protocol Information PMS to System Transmission PMS Format Specification Check In Out Messages Name Message Wake Up Messages DND Message Message Registration Message Message Waiting Message Station Restriction Message Maid Status Message Mini Bar Message Introduction What is the 3CX Hotel Module fa lt IE http 10 172 0 180 5000 hotel Ph ones sMainForm wax Prox 3CX Phone System Hotel A File Edit View Favorites Tools Help File Guest Wake Up Calls Misc Help J WI check ouT Q setono w Room Number Qi Block y Guest Name Set Wake Up Delete Wake Up 2 View Calls DND On Off Messages External Calls Wake Up Time Room Status 3CX amp 3CX Hotel All Rooms WJ Occupied Rooms g Empty Rooms Wake Up Calls 100 101 102 103 104 105 106 107 Mr Al
33. s in the background and allows for integration with the Property Management System With the integration many of the functions can be triggered from within the PMS software The Front Desk Phone Control Application is a simple to use Windows or web based application that allows the front desk clerk to perform the above operations with a few mouse clicks This application can be used separately from or in tandem with the PMS system and thus requires no integration at all For many smaller hotels this can be good enough Operations and Functions Performed by the 3CX Hotel Module The 3CX Hotel Module performs the following functions Operations On Check In e Sets Extension Name e Unblocks the extension to allow outbound calls e Deletes all voice mail messages e Clears any Do Not Disturb DND functions Check Out Operations e Sets name to blank to show that there is no one in the room e Deletes all voice mail messages e Disables outbound calls on extension e Clears any Do Not Disturb set Do Not Disturb DND e Sets user status to Away same as in interface e All calls will be sent to voice mail Wake up Calls The system allows for wake up calls to be scheduled There are 2 types of Wake Up Calls in the 3CX Hotel Module The first is a schedule set by the receptionist from the 3CX Hotel Module web interface This will call the guest at the scheduled time and play a predefined message so as to wake up the guest The second
34. se otherwise bIsFailed true if the call has failed false otherwise bIsCompleted true if the call is completed false otherwise bCallFromOutside true if the call was from an external line false otherwise fRate the rate used to bill this call fTotalCost total cost for the call eGroupType This is a group type for calls coming from a group Possible values are RingGroup 3 Queue 4 DR 5 iMediaType media type used for recording iGrpAnswer used internally details Represents the details and destinations of a call In the case of transfers a call may have multiple details DetailIData3 object for each transfer 1 ff To iterate through all the details 2 foreach DetailData3 dd in d tails a 4 Ret dd DestDN fAnd finally the script has to return the output string i return ret ToString 9 fThe details object has the dollowing info available 10 public class DetailData 3 holds details for one call 11 public int ParentId z public String DestDN DestNum public DateTime StartTime AnswerTime EndTime I p Ha i public TimesSpan Dur 16 public enStatus Status 17 public bool IstCompl IsMediator BbCallToOutside bFromExtNum 18 public cnSpectType SpecType 15 public int ildCallHist iNDetail ExtTyper 20 ParentIdx internally used to make the link with the parent call Eg extension 100 call 101 101 transfers to 102 For this call we will have 2 DetailData
35. t Considerations Prior to deploying the 3CX Hotel Module you must install 3CX Phone System and configure it as per the documentation Keep the following points in mind e Have the extension numbers match your hotel room numbers This makes it intuitive for guests to dial other room numbers as well as for hotel staff to identify room phones 3CX Phone System can be deployed with 2 3 4 or 5 digit length extensions so it should be possible to match almost any hotel room number e If you are replacing an old phone system and want to keep certain numbers such as room service or reception using the same shortcuts keep this in mind when assigning extension numbers e It might be advisable to block access to the 3CX MyPhone User portal In this case disable access to the 3CX MyPhone User Portal from the 3CX Phone System Management console gt Edit Extension gt Other gt Turn Off MyPhone System Requirements The 3CX Hotel module requires the following e 3CX Phone System 12 SP6 must be installed and running Installing the Software To install the 3CX Hotel module 1 Download the latest 3CX Hotel Module from http downloads 3cx com downloads 3C XHotelmodule12 msi 2 Run the 3CX Hotel Module setup on the 3CX Phone System computer The 3CX Hotel Module must be installed on the same machine as 3CX Phone System 3 Now follow the instructions of the setup Wizard 4 You will be prompted to enter a user name and password for the 3
36. t file will be played back to the caller When a dial code is not understood by the 3CX Hotel Service the failed media file will be played to inform the user that the dial code was not accepted 6 Now under the Enable Mini Bar Codes section add the valid Product codes and Product names This way the system will know that the user has entered a valid product code and can give mini bar personnel the appropriate feedback If your Hotel offers Sparkling Water in the Mini bars type Sparkling Water in the Product Name field and in the Product Code field enter a unique numeric code for example 10 7 Dial Mini bar Stock orders in the following order In this option you specify whether the Mini bar personnel dials the number of units consumed first followed by the product code or whether the product code is entered first followed by the number of units a No of Items Code means the user has to type the number of items first followed by the and then the product code example 2 10 means 2 bottles of Sparkling Water b Code No of Items means the user has to dial the product code first followed by a and then the number of items example 10 2 The character for mini bar codes will be used as multiplication character and as a delimiter character For example In Room 101 we need to fill the mini bar with two bottles of sparkling water code 10 and 3 cokes code 30 Given the configured dial code is 68 t
37. the optons below to match those of your PMS system IP Address of PMS System 10 172 0 90 7 Port of PMS System 15374 WI Selec PS ineraton ype Select Extension Groups to Display Select Groups Specify the IP and the Port of the Fidelio PMS server in the 3CX Hotel Module web interface by going to File gt Configuration gt PMS Configuration Select Fidelio from the PMS integration type dropdown list Press OK to save this configuration The 3CX Hotel Service will restart and load the necessary parameters to communicate with the Fidelio PMS Configuring the Billing Interface Introduction THE BILLING INTERFACE ONLY NEEDS TO BE CONFIGURED IF USING THE 3CX PMS INTEGRATION WHICH EMULATES MITEL WITH MITEL COMPATIBLE PROPERTY MANAGEMENT SYSTEMS SUCH AS INNQUEST ROOMMASTER AND BRILLIANT HOTELCONCEPTS IT IS NOT REQUIRED IF USING THE FIDELIO PROTOCOL FIAS WITH MICROS FIDELIO AND PROTEL 3CX Phone System provides billing information so that you can charge your guests accordingly for each phone call This information is displayed per room in the web interface or alternatively you can output it to a text file or to a TCP port so that you can integrate it with your PMS software Call costs are calculated and inserted into a CDR Call Data Record which is outputted to disk as a text file or sent to a particular host at a particular port In this manner it is easy to integrate with a hotel software system or call accounting software
38. up message Please note that the guest will be called only once File 4 You can view a list of scheduled wake up calls at any time by clicking on the Wake up calls Edit View iG All Rooms J Occupied Rooms Empty Rooms Favorites Tools Help Mr Alexander Cortez Screenshot 7 List of Wake Up Calls node Note Currently only one wake up call per extension is allowed Wake Up Calls Log The Wake Up Calls Log provides a log of all wake up calls made by the Wake Up Call feature It Ie I1 W DND On Off Messages External Calls Wake Up Time Available 0 Room Status Thursday September 22 2011 3 00 AM Clean displays the Room Number the Wake Up Date amp Time and the Call Result Failure Success Fie Guest Wake Up Calls Misc Help i y Filter by Room Filter by Status From 01 Jan 2014 00 00 00 w To 17 Jul 2014 23 59 59 v 3CX z 3CX Hotel Room Number Wake Up Date amp Time Call Result E Al Rooms xK 100 2014 07 15 14 24 00 FAILURE W Occupied Rooms x m 2014 07 15 14 25 00 FAILURE HJ Empty Rooms x 102 2014 07 15 14 25 00 FAILURE a i Wake Up Calls K 118 2014 07 15 14 25 00 FAILURE Wake Up Calls Log yw 109 2014 07 15 14 25 00 SUCCESS yY 113 2014 07 15 14 25 00 SUCCESS yw 107 2014 07 15 14 25 00 SUCCESS x 102 2014 07 15 14 27 00 FAILURE x 109 2014 07 15 14 27 00 FAILURE x 102 2014 07 15 14 29 00 FAILURE XxX 118 2014 07 17 11 48 00 FAILURE Block Externa
39. y HH mm ss gt would output 21 09 2011 16 07 29 Adding new line characters in XML lt NumDetails fmt Call details 0 amp xD amp xA gt would output Call details 2 lt CR gt lt LF gt where CR amp xD LF amp xA CR carriage return LF line feed Each call has one main Callhistory3 entry and 1 or more CallDetails entries Each Call Detail is for one destination of the call so if a call is transferred 2 times there will be 3 call details records for it one for the initial destination and one for each transfer Complete CDR Template Below is a snapshot of the complete contents of one of the CDR templates included in 3CX Phone System CDRTemplate Single xml It includes all the possible fields Fields that are not required can be removed by removing or commenting the corresponding xml node The contents in the template can be modified but the template file name and location on disk should not be changed The Call History service must load the templates from the 3CX Data CDRTemplates folder El CDR Template Single xmi xml version 1 0 encoding utf 8 lt CallTemplate Folder 3CxX Data Logs CDRSingle calls txt OutboundOnly false gt lt idcallhistory3 fmt GHxD GHxA Call 0 gt lt callid fmt O0 gt lt duration fmt O gt lt starttime fmt 0 ddMMyyHHmmss gt lt answertime fmt 0 gt lt endtime fmt O gt lt
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