Proposal

For
Hospitality Solution

Telesoft,
Mumbai, India.
Tel: +91 7498879677

Queries pertaining to this document

Should be addressed to:

Sagar Potnis
Mobile: +91 7498879677
sagar@telesoft.in

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
 PMSI Desk

PMSI Desk is an efficient bridge between the PBX and the

Property Management software.

 Extensions provided in Hotel / Hospital rooms are the only source of

contact to occupant and various service points within the premises.
Hence it is essential to have efficient system of reaching to the
occupants. This can be achieved effectively by deploying the PBX
with PMSI Desk.

 The utility of PMSI Desk starts right from Check-In, continues during
the stay, and ends at Check-Out. At the time of Check-in, the
moment operation is over, PMSI Desk instantly picks up the room
Extension and Occupant name and forwards the same to the PABX in
its own proprietary style. These two fields are framed differently in
different packets. PMSI forwards similar packets during the stay and
at the time of Check-Out.

 PMSI Desk has user friendly interface to carry out above operations.
This software can be kept at the reception for easy access or can be
placed next to PABX in PBX room. In case of placing next to PABX, it is
mandatory to integrate PMSI Desk with the Third Party Software
running at the Front Desk to collect various events taking place at the
Front Desk.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
  Integration with third party PMS (E.g. Fidelio etc) can be achieved by
reading event information from a file written by the PMS. The event
information can also be picked up by connecting to PMS database.
Such customized integration requires an additional module along
with PMSI Desk.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
Schematic

Offers following controls (based on the inputs available)

 Releases outward dialing at Check-In

 Restricts outward dialing on Check-Out
 Assign/Clear name of an extension
 Switch On/Off message wait lamp on the phone
 Set up/Cancel wake-up call of an extension
 Flags/Clear Do Not Disturb on the extension
 Retrieves Maid/House Keeping status
 Facilitates temporary Check In/Out

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
Features

Check In:

1. Extension from the allocated room is enabled for making outward

calls. Upon reaching the room, occupant can start making outward
calls.
2. Guest Name is forwarded to PBX. When PBX receives Name from
PMSI, it updates its own database where mapping of an Extension
Number to many properties of an Extension is maintained. (No
support on NEC).

3. When occupant calls any of the service point, operator serving the
caller can greet caller by Name. This way a personalized tone can add
value to the service being offered.

4. Message-Wait Lamp on an Extension (if already lit) is cleared so that

there is no confusion with newly checked in person.
5. Wake-Up call, if already set for previous occupant, is unset so as to
avoid any awkward situation with new occupant.
6. Do Not Disturb (DND), if activated by previous occupant, is
deactivated.

Check Out:

1. Extension is blocked for making outward calls so that misuse while

the room is vacant is controlled.
2. Name "Vacant Room" is forwarded to PABX so that the name of
extension becomes "Vacant Room" in PABX database.
3. Message-Wait Lamp on an Extension (if already lit) is cleared so that
there is no confusion with the next occupant.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
 4. Wake-Up call if already set for previous occupant is unset so as to
avoid awkward situation with new occupant.
5. Do Not Disturb (DND), if activated by occupant, is deactivated

Benefits of Deployment

1. Increases Profitability:
Having direct outward access from room's telephone, makes
occupant comfortable for making more outward calls. This facility
indirectly increases the volume of telephone calls made from rooms;
thus helps in increasing profitability on Telephones.

2. Controls misuse:
Disabling outward dialing facility while the room is vacant this
controls the misuse by the staff working at the property. This way,
the utilization of available facility strictly remains for business.

3. No manual intervention:
No manual operations involved, especially when integrated with
PMS. No need to call occupant for any pending messages or to wake
him up.

4. Offers Personalized Service:

Occupants are welcome by their names when they call any of the
service points.

Call Billing Solution – Primary & Secondary

 Call Billing is the Telephone Call Data Analysis Software.
 It offers wide range of analysis on the communication to the outside
world on telephones.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
  It is highly sophisticated tool to get an idea on communication
scenario including the resources utilized and expenses spent on
them.
 It provides many other analysis like business communication against
probable personal utilization, time spent on telephone by individuals,
top 10 most busy users, departments, telephone lines, destinations,
business resources, etc.
 The controls which are triggered at various instances during the
execution of Call Billing ensure that you control your expenses
proactively and utilize the available communication resources to its
maximum availability.
 Provides an idea on total communication cost spent so far
 The default period for this figure is Month. At the end of month the
figure initializes to zero
 The period can be changed to a day or a week

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
 PMSI with IVR & Voicemail
The PMSI-Desk with IVR combo covers the entire range of solutions which
any star hotel would expect. The facilities offered in most of the popular
brands of Hotel Management Software systems (HMS) expect back-to-back
capabilities from the Telephone System supplied by the vendor. Hence in
today’s scenario it has become mandatory to be totally equipped when you
approach any hotel customer with your brand of system.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
Features

The entire range of solutions is distributed among the three major physical
interfaces or links. These links are –

 PMSI Link to PABX

 This Link establishes connectivity to Telephone System. The

instructions which are needed to be forwarded to Telephone
System at the time of various events taking place in HMS are
forwarded to Telephone System over this interface. Following are
possible events at HMS end.

Schematics

Guest Checks In:

The moment guest checks in HMS, the room number (phone/extension
number) and name of the guest are picked up and forwarded to the
Telephone System. The single check-in event is internally converted into
multiple messages for Telephone System which in turns executes following
actions -
- Clears Wakeup Call if set in the PABX
- Clears DND on the phone if set in the PABX
- Assigns the guest name on Room Phone

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
- Releases the outward dialing facility on the phone

Guest Checks Out:

The moment guest checks out in HMS, the room number is picked up from
the HMS and forwarded to Telephone system in the form of following
multiple instructions-
- Clears Wakeup Call if set in the PABX
- Clears DND on the phone if set in the PABX
- Clears the guest name on Room Phone and flags the room as vacant
- Blocks the outward dialing on the phone

Room Transfer:
In case of Room Transfer, all the messages of guest Check-Out are
forwarded on the old room followed by all Check-In messages are
forwarded to the new room.

Guest makes an outward call from room phone:

When guest makes an outward call from the room phone, the call details
are picked up on this interface and posted to HMS directly.

Guest leaves room key at the reception:

Receptionist records the event in HMS which is picked up instantly and
forwarded to Telephone System to block the outward facility on the phone
so that no misuse takes place while guest is not in the premises. Same way
it releases the outward dialing facility when the guest comes back to collect
room key.

Guest request for Do Not Disturb (DND):

When guest dials reception and request not to disturb him/her till further
notice, the receptionist enters the request in HMS and the same is picked
up and forwarded to Telephone System and the room phone is flagged as
DND.

Cancellation of DND:

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
This request is forwarded to PABX either as on demand basis or at the time
of Check-In and Check-Out. Telephone System removes the DND flag on
Room Phone on receiving this request.

Switching ON Message Wait Lamp:

When Voice Mail receives the messages on behalf of checked in guest, it
forwards the request to PMSI Interface to switch ON the Message Wait
Lamp on the room phone. This is to indicate the guest that he/she has
messages pending to hear in the mail box.

Switching Off Message Wait Lamp:

Voice Mail forwards the request to PMSI interface to switch OFF the
message wait lamp when guest hears all the messages from the mail box.

 HMS Link to OPERA

 This link establishes communication with most of the popular brands

of HMS available today. It collects the information of various events
taking place in HMS. The details of some events are covered in
previous section.

 The physical connectivity with HMS could be Serial, TCP-IP, or File or

Database sharing basis. In case of Serial or TCP-IP the protocols are
HMS proprietary. This connectivity offers seamless integration with
HMS. The moment event takes place in HMS, the event information
is available to the remaining components instantly.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
Schematics

Other than event information, it also forwards the events taking place on
Telephone System side to the HMS. For example, guest makes an outward
call from the room phone, or guest sets or cancels wakeup call from the
room or wake call was dialed for the room or the guest requested DND or
the Maid enters Mini-Bar transaction from the room phone or Maid
changes room status from the room phone.

 Hardware Combo Link to Multifunction modules

In addition to above functionality; following applications are handled
through Multifunction Hardware Combo. The number of ports is
proportional to number of rooms, bigger the property higher the number of
ports.

1. Full-fledged Wake Up alarm module

This is part of IVR hardware combo. Usually two or more ports are reserved
for this application. The Wakeup Alarm system comprises of two major
components: Wakeup Registration/Cancellation and Dialing Wakeup call on
scheduled time.

2. Wakeup Registration/Cancellation
This component accepts the wakeup call registration request raised by the
guest using the phone in the room. It plays interactive prompts to help
guest setup wakeup call. Similarly guest can cancel previously set wakeup

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
call from the same phone. The Floor attendant or receptionist can also set
wakeup call on behalf of guest from their phone. The log of all registrations
and cancellations are maintained in the database which can be retrieved
and printed in a nicely formatted report.

3. Dialing Wakeup call on scheduled time

This component dials the guest room extension on maturing wake up time.
It plays customized wakeup message when guest picks up the phone. It
dials the same room 3 times at an interval of 5 minutes in a scenario where
guest does not pick up the phone. This interval is customizable. At the end
of third try it logs the wakeup call failure message in the database and
prints the same on wakeup printer kept at the reception.
All the activities taking place on this component are posted to Hotel
Management Software directly.

Following are added features compared to wakeup facility available on

PMSI Interface of PABX.
- Guest can set or cancel the wakeup call from room
- Floor attendant or Receptionist can set/cancel wakeup call on behalf of
guest.
- It runs in an interactive voice mode.
- It offers customized wakeup message
- It re-dials wakeup call N number of times as defined by customer
- It logs the entire activity in database
- It offers nicely formatted report
- It post the status to Hotel Management Software

4. Room Status Update

This module helps room attendant to inform the status of the room to HMS
using room phone.

It is important for HMS to know the status of room as of now so that

appropriate rooms can be allotted to incoming guest. For example when
guest checks out; room cannot be allotted unless it is cleaned and made

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
ready for sale. Similarly if accessories in the room have any defect it cannot
allot. Hence it becomes convenient for HMS to have change in room status
from time-to time.

This module facilitates room attendant to identify him/her by entering

Identification Code. It verifies the code against the list of authorized codes.

Once verified authorized entry; it plays the available room status (as
configured by customer) and expects room attendant to choose one of the
available codes. On accepting valid room status it posts the status to HMS.

For example the moment guest checks out; room attendant posts the
status as Room Dirty. After some time when room is cleaned, attendant
posts the status as “Room Ready for Sale”. If attendant finds any fault in
the room then he/she posts the status as “Room under Maintenance”.

This module also facilitates posting specific complaints to Service

Management Module of HMS so that corrective action can be taken by
responsible authorities.
For example complaints like-
 Air-Condition Faulty
 Need Plumber
 Need Carpenter
 Need Electrician

5. Mini-Bar Transactions Upload

This component helps room attendant to post the Mini-bar transactions to
the HMS. The transaction covers the details of items consumed from the
Mini-Bar in the room. These transactions can be posted on daily basis at the
time of room cleaning or once guest checks out.

The transaction posting takes place using Room Phone. The process expects
Attendant to identify himself/herself followed by choosing name of item
and quantity consumed. The Name of the items kept in Mini-Bar and their
prices are customizable.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
The moment transaction is over on the phone, the transaction is posted
directly to HMS. No need to dial reception and convey the details hence no
scope for any errors due to delay, ignorance, or non-availability of
receptionist phone.

Actions and Events

The integrating IVR combo and PMSI Interface into HMS facilitate
streamlining following actions and events. The action starts the moment
Guest completes the check-in operation at the front office.

 The HMS Interface immediately picks up the relevant check-in

information from HMS.
 Voice Mail creates a mailbox for a person in Voice Mail system.
 PMSI forwards the details to Telephone System over PMSI Link.
 When Telephone System receives the information, it updates its own
database and releases the outward dialing facility on the room
extension(s), plus whenever person calls any service phones from
premises, the name of the caller is displayed on the phone. This will
help attendant greeting callers by their name.
 When there is a call for a person and if person is not available in the
room or does not pick up in 3/4 rings (configurable), the call goes to
voice mail where the caller can drop a message.
 The messages for a person are stored under his/her voicemail box.
 When there is any new message adds to the mail box, Voice Mail
forwards instruction to the PMSI Interface to switch ON the message
wait lamp on room's extension. This is to indicate the person in room
that there is a pending message to be read.
 On looking at message wait lamp, person access his mailbox from
room's extension and listens one or more messages.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
  On hearing the message person may delete the message if he/she
feels so.
 On deleting all messages Voice Mail forwards the instruction to PMSI
Interface to switch OFF the lamp on the instrument.
 Guest sets Wakeup call from the room
 Guest cancels Wakeup call from the room.
 Floor Attendant sets a wakeup call on behalf of guest.
 Wake call is given on maturity of time.
 The details of all calls made from the room are posted to HMS.
 All the pending messages and mailbox itself are deleted once the
person checks out in HMS.
 Room status is changed to “Room Dirty”.
 The name on the phone is changed to “VACANT ROOM”
 Maid posts the Mini-Bar transaction over the phone.

PMSI with Voice Mail

 The product comprises of Voice Mail (VM) application, Interface to

Property Management Software (PMS), and Interface to PMSI port of
PABX (PMSI). These three modules work in sync with each other to
ensure the seamless operation between person checking at Front
Desk and its effects on Voice Mail and PABX systems. During the stay
and at the time of checking out the corresponding moves and
changes take place in both the systems.

 The information starts floating the moment check-in or check-out

operations ends at the Front Desk. The available information in PMS
is picked up instantly by PMS Interface module and passed onto VM
where the mailbox is created for checking in person. The copy of this
information is also forwarded to PABX through PMSI where Name of

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
 checking person is updated and outward dialing facility on the
instrument in the room is released.

 When the incoming caller leaves any message in a mailbox, the

necessary information is forwarded to PABX over PMSI to switch ON
the Message Wait Lamp on the instrument. This is to indicate the
person that there are one or more messages to be read from the
mailbox. Once all the messages are read, the information to switch
OFF the lamp is again forwarded by VM to PMSI.

In nutshell; as soon as person checks in PMS, the following information is

forwarded to the PABX instantly.

1. Name of the person

2. Allotted Dialing Privilege
3. Cancel Wakeup call
4. Cancel Do Not Disturb Stamp
5. Switch OFF the Message Wait Lamp

(The last three operations are done to ensure that if such requests are
already executed for the person who stayed last, will not carry forward for
the newly checked in person.)

In addition, the mailbox is created in Voice Mail system.

Process Flow

The integrating VM and PMSI Interface into PMS facilitates streamlining

following processes-
The process starts the moment Guest/Patient completes the check-in
operation at the front office.
1. The PMS Interface immediately picks up the relevant check-in
information from PMS.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
 2. VM creates a mailbox for a person in Voice Mail system.
3. PMSI forwards the details to PABX over PMSI Link.
4. When PABX receives the information, it updates its own database
and releases the outward dialing facility on the room extension(s),
plus whenever person calls any service phones from premises, the
name of the caller is displayed on the phone. This will help attendant
greeting person by his name.
5. When there is a call for a person and if person is not available in the
room or does not pick up in 3/4 rings (configurable), the call goes to
voice mail where the caller can drop a message.
6. The messages for a person are stored under his/her voicemail box.
7. When there is any new message adds to the mail box, VM forwards
instruction to the PMSI Interface to switch ON the message wait
lamp on room's extension. This is to indicate the person in room that
there is a pending message to be read.
8. On looking at message wait lamp, person access his mailbox from
room's extension and listens one or more messages.
9. On hearing the message person may delete the message if he/she
feels so.
10.On deleting all messages VM forwards the instruction to PMSI
Interface to switch OFF the lamp on the instrument.
11.All the pending messages and mailbox itself are deleted once the
person checks out in PMS.
12.At checkout PMSI Interface forwards checkout instruction to PABX
where the name against the extension becomes "VACANT ROOM"
and outgoing dialing privilege are blocked.

Benefits of Deployment

1. VM functionality is completely integrated with PMS. The moment

check-in happens at Front Desk, a mailbox for a checking person is
created.

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
 2. Facilitates Checked in person to hear his messages from the
telephone instrument in the room.
3. Informs the person about his pending messages by switching
Message Wait Lamp ON and once read all messages switches OFF the
lamp.
4. Deletes the messages and the box itself at the time of checkout.
5. No need of any manual intervention to create or delete mailboxes for
people visiting premises.
6. Picks up the information about check-in from PMS and forwards the
same to PABX over PMSI port. No need to update the PABX status
manually. Same way the checkout status is also forwarded.
7. The processed call information is posted directly to PMS. No need of
keeping a track of communication cost manually.
8. Informs the room status to PMS at various points of operation. For
example, when room is being cleaned, or room is ready for sale, or
room is under maintenance etc.

Features are EPBAX dependant.

Pre-requisites:
 i5 Processor and above
 8 GB RAM
 1 TB HDD Hard Disk
 Windows 7 OS and above
 CTI License is required from EPABX
 PMS License is required from EPABX
 CDR to be activated from EPABX
 Required USB port for connecting USB dongle

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017
  Required 12 dedicated extensions from EPABX
 Required integration document from PMS / HMS
 PC should be in network
 CD Drive for software load/Configuration/update

NOTE: Please verify the above mentioned Pre-requisites with our

implementation engineer before procuring.

Sr.
No. Description Quantity
150
1 PMSI Desk Rooms
500
2 Call Billing Solution Extensions
3 PMS / HMS Interface Service
IVR-Voicemail Combo
Wake Up Facility,
Room Status & Minibar 12 Ports
Transactions, &
4 Voicemail

Proposal by: Sagar Potnis Proposal Ref: Hospitality

th
Date: 19 December 2017