Overview
The Hotel Management module provides built-in hospitality features for your Cloud PBX, enabling hotels to manage guest rooms, wake-up calls, check-ins/check-outs, and call billing from a single platform. Front desk staff can handle day-to-day operations directly from the Virtual-Call UC Desktop/Web Client.
Requirements
| Item | Requirement |
|---|---|
| Subscription | Enterprise Plan or Ultimate Plan |
| UC Desktop Client | Version 1.9.3 or later |
Step 1. Enable Hotel Management
- Log in to the PBX admin portal and go to Hotel Management.
- Turn on the Enable Hotel Management switch.
The configuration page has three tabs: Hotel Settings, Room Management, and Wake-up Service.
Step 2. Configure Hotel Settings
On the Hotel Settings tab, configure the basic hotel settings, guest room policy, billing information, and staff permissions.
Currency and guest information
In the Basic section, enter the currency unit (e.g., €, $, CHF) in the Currency Unit field. This currency is used on all billing and invoicing documents.
To collect additional guest details during check-in, enable Custom Guest Information Fields and click Add to create custom fields (up to 10).
Guest room policy
In the Room Settings section, configure the general settings for guest rooms.
| Setting | Description |
|---|---|
| Default Check-out Time | Set the standard check-out time for guests. |
| Service Number | Select one or more service numbers (e.g., front desk, room service) that guests can call from their room phones at any time, regardless of check-in status. |
| Use Room Name as Caller ID Name | When enabled, the room name (instead of the guest name) is displayed as the caller ID for internal calls from room phones. |
| Configure Guest Rooms Call Rules | Set rules for calls between guest rooms: deny calls between guest rooms, only allow internal calls between the group guests, or Allow Calls Between Guest Rooms. |
Room types
In the Room Type section, define the room types available at your hotel (e.g., Single Room, Double Room, Suite). Up to 10 room types are supported.
Billing information
In the Billing Information section, enter your hotel details (logo, name, address, contact information). This information appears on all guest bills and invoices.
Staff permissions
In the Client Configuration Permission for Hotel Management section, you can grant specific permissions to staff members (e.g., front desk), enabling them to perform hotel operations from the Virtual-Call UC Desktop/Web Client.
- Click Add to create a permission rule.
- Select the extension(s) to assign permissions to.
- In the Permission Type section, select the desired permissions:
| Permission | Description |
|---|---|
| Room Panel | Access the Room Panel on the UC Client to perform check-in, check-out, move rooms, set DND, change room status, and manage wake-up calls. |
| Wake-up Service | Access the Wake-up Service panel to schedule wake-up tasks and review logs. |
| Call Service | Manage guest calls from the operator panel on the UC Client. |
| Stay History | View guest stay history on the UC Client. |
| Delete Check-in History | Delete guest stay history entries. |
Tip: Up to 10 permission rules are supported. These permissions grant access to room operations on the UC Client but do not grant hotel management access to the PBX admin portal. To grant admin-level access, assign the Hotel Manager role to the desired user under Extension and Trunk > Extension > User Information > User Role.
- Click Save.
Step 3. Set up guest rooms
Go to the Room Management tab to add guest rooms and configure room statuses.
Add guest rooms
You can add guest rooms individually or in bulk.
Add a single room:
- Click Add > Add.
- Configure the room name, room type, and associated extension.
- Click Save.
Add rooms in bulk:
- Click Add > Bulk Add.
- Select the room type and set the number of rooms to create (1–99).
- Configure the room name pattern (prefix + suffix) and the starting extension number.
- Click Save.
Customize room status
The system provides 6 built-in room statuses — Dirty, Clean, Inspected, Repairing, Available, and Unavailable — with associated feature codes for housekeeping. You can also add custom statuses.
- Click Customize Room Status.
- Configure the statuses and their feature codes (default code prefix:
*63). Housekeepers can dial these codes from the room phone to update the room status. - Set the default room status and choose when it resets: At Check-In or Automatically Reset Every X Days.
- Click Save.
Tip: Up to 26 room statuses are supported (6 built-in + 20 custom). To change the room status feature code prefix, go to Call Features > Feature Code > Hotel Management > Room Status.
Step 4. Set up wake-up service
Go to the Wake-up Service tab to configure the wake-up number and wake-up rules.
Wake-up number
The wake-up number is an internal number that guests can call from their room phone to manage their own wake-up calls. Enter a number in the Wake-Up Number field or use the default.
Important: The wake-up number must not conflict with existing numbers in the PBX. Once saved, this number cannot be changed.
Wake-up rules
| Setting | Description |
|---|---|
| Ring Timeout (s) | How long the wake-up call rings before timing out (5–300 seconds). |
| Snooze | Number of times to repeat the call if the guest does not answer, and the interval between each repeat. |
| Voice Prompt | The voice prompt played when the guest answers the wake-up call. Prompts are synced from PBX Settings > Voice Prompt > Custom Prompt. |
| Failover Destination | Where to route the call if the guest does not answer: Hang Up, Extension, or Ring Group. |
Front desk operations
After the hotel service is set up, authorized front desk staff can manage day-to-day operations from the Virtual-Call UC Desktop/Web Client under Hotel Management > Room Panel. The following operations are available:
| Operation | Description |
|---|---|
| Check in | Check guests into rooms, record guest information, set expected departure time, and grant call privileges (domestic/international calls). |
| Check out | Check guests out, generate bills, and reset the room for the next guest. |
| Move rooms | Transfer a checked-in guest to a different room while preserving their stay history. |
| Set DND | Enable or disable Do Not Disturb for individual rooms. |
| Change room status | Update the housekeeping status of a room (e.g., Dirty, Clean, Inspected). |
| Wake-up calls | Schedule, edit, or cancel wake-up calls for guests. |
| Guest calls | Monitor and manage guest calls from the Operator Panel (requires Call Service permission). |
| Stay history | View and export guest stay records, including room details, duration, and total costs. |
| Bills and invoices | View call charges and generate guest invoices at check-out. |
Tip: Group check-in/check-out is also supported. Use the Group Check-In/Out button on the Room Panel to check in or check out multiple rooms at once—ideal for tour groups.
Call billing
The Cloud PBX includes built-in call accounting that automatically calculates charges for guest outbound calls. To use this feature:
- Set up call rate rules under Reports and Recordings > Call Reports > Rate. Each rule defines the rate, billing unit, match prefix, and initial cost for outbound calls.
- Grant outbound call permission to guests during check-in by selecting Allow Domestic Calls or Allow International Calls from the Call Privilege dropdown on the check-in page.
After a guest completes an outbound call, the PBX calculates the charge based on the applicable rate and posts it to the guest's bill. Billing details can be viewed on the room page in the UC Client.
Tip: By default, guests can only call the service number and emergency numbers. Room-to-room and outbound calls are disabled. You can configure call rules under Hotel Management > Hotel Settings > Room Settings.
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