Chapter 13: Verticals

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Overview...............................................................................2 SECTION 1: Hospitality Solution.............................................3

Introduction...........................................................................................................3 Hotel environment.................................................................................................3 Hotel configuration................................................................................................5 Features description..............................................................................................7 Compatibility rules................................................................................................8

SECTION 2: Hospitality Web services....................................10

Introduction.........................................................................................................10 Solution example.................................................................................................10 Benefits...............................................................................................................10

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Overview
The Alcatel-Lucent OmniPCX Office integrates a hospitality solution dedicated to hotel specific needs but also clinics, retirement homes, student resident halls, and so on. This complete solution specifically designed for Hotel/Hospitality relies on the Office Hotel Link and the Office Link Driver (OLD). Thanks to OLD, the communication system is fully integrated within the hotel applications. With Alcatel-Lucent Office Communication Web services on the Alcatel-Lucent IP Touch sets, the hotel guests become VIP with advanced information and communication services from their phone in the room. Hotel/Hospitality solution for higher revenue opportunities
> Greater staff productivity, optimized daily task and professional welcome for guests. >

High quality of service and therefore higher spending per customer and/or more bookings.
> More efficient hotel management.

Alcatel-Lucent IP Touch, the new Hotel concierge The Alcatel-Lucent IP Touch becomes an integrated part of the hotel guest data access point.

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SECTION 1: Hospitality Solution

Introduction
Because, in small or medium-sized hotel, the front office employee has to manage hotel duties (reservations, take guests' details, allocate them a room, provide tourist information, ) and stay friendly, helpful, flexible and patient, There is no more doubt about the necessity for a Hotel manager to integrate the communication system within the HOTEL APPLICATION. Thanks to the Alcatel-Lucent Office Communication Solutions, the integrated Hotel application and the OLD, Alcatel-Lucent has the perfect solution to target small to medium size hotels, guest houses, holiday centers, clinics, training centers, The OmniPCX Office Hospitality Link is an Office Link Driver (OLD) and an adaptation of the current AHL protocol (Alcatel-Lucent Hospitality Link). With OLD and the Hotel application all operations are directly handle from the Front Office. Furthermore, the room status is synchronized between the Hotel application and the Alcatel-Lucent IP Touch and Digital sets and vice-versa.

Hotel environment
Room 302

PSTN/ IP

Room 101 Room 204

OLD

LAN

Hotel staff

Welcom Desk, Manager

OLD Hotel Front Office (PMS, CMS)

Printer

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Hotel configuration
The Hotel configuration requires for the communication guest services and its own communication services: HOTEL APPLICATIONS (PMS or CMS): PC based (Windows 2000,Windows 2000 server, Windows 2003 server and Windows XP), Alcatel-Lucent has tested the end-to-end solution with major partners, See the list of Hotel partners (BP Web Site Applications Partner menu or AAPP guide). COMMUNICATION SYSTEM: Alcatel-Lucent OmniPCX Office in Hotel mode, Alcatel-Lucent OmniPCX Office applications (Voice mail, Automated Attendant, Internet access, ), OLD driver - SDK available on www.applicationspartner.alcatel.com, LAN connected to OmniPCX Office or LANX board. XML Web services A RELIABLE ACCOUNTING SYSTEM: Retrieve metering tickets using the Accounting over IP license or the V24 interface module. STAFF TERMINALS WITH OR WITHOUT MOBILITY: Alcatel-Lucent IP Touch WiFi handset Alcatel-Lucent DECT handsets Alcatel-Lucent IP Touch sets, Alcatel-Lucent digital sets Alcatel-Lucent ReflexesTM sets. GUESTS SETS: Alcatel Alcatel-Lucent IP Touch sets Alcatel-Lucent digital sets Alcatel-Lucent DECT handsets Alcatel-Lucent IP Touch WiFi handset Alcatel-Lucent ReflexesTM sets, Analog sets. Number of rooms:

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Maximum number of rooms is 200 with the OLD but with a maximum of 120 analog sets. Office Communication Hotel solution can run without OLD therefore the number of rooms is limited to 120 rooms.

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Features description
Integration of hotel features within the Hotel Application thanks to OLD Specific keys, icons to access hotel application are possible Direct guest calling by name or by room call keys Global overview: rooms availability, rooms terminals, rooms status Secured access to hotel features Quick check-in: with limited information Complete check-in: with additional information (name, language, DND, ...) Check-out at guests departure Pre-check-out before guests departure
Memo ticket for the guests to remember parameters like: password, DDI number Direct incoming calls to the rooms terminal Dynamic DDI (Direct Dialing In) Manual DDI allocation (provide always the same DDI number to regular guests) Automatic allocation during the check-in Delayed automatic call set up Direct access to hotel services (front desk, bar, restaurant, taxi) by predefined keys Do Not Disturb : activation from the front desk terminal or from the rooms terminal Message LED: call back request or voice message Automated allocation at guest check-in Simplified mailbox announcement Simplified mailbox consultation

Call forwarding to the mailbox or to the front desk terminal on overflow

Wake-up programming from the front desk terminal or from the room terminal Wake-up message is given when wake-up is performed. Also, while programming a wake up call, the guest receives a confirmation message of the wake up time.
Audible and visual signal indicating wake-up problems Wake-up initiator identification (guest or receptionist

From the desk terminal: overview of all the rooms, display of a room problem (3 coded digits), ticket printing on the fly Status modification from the room terminal or from the hotel console Possibility of programming an automatic daily status change Phone booth: print-out of a metering ticket or assignment of the charges to a room Password: used by the guest to lock his station DECT: terminals allocated to rooms or administrative/service people

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 Prepayment Defined during check-in with the following options: default value, specific value, no prepayment at all Multiple deposit allowed Audible alarm to warn when the threshold is reached Cut off calls or not Emergency numbers still allowed when deposit becomes nil or negative Bill printing customized with or without prepayment Cost computing: 2 thresholds, 3 costs values Global invoicing Detailed invoicing (option) Cost display on the front desk terminal Barring (ex: no direct call, local, national, international) Telephone calls using personal code

On arrival, a printed ticket for the guest is provided either by the Hotel application or the Office Communication Solutions integrated hotel application:
Name l a Duboi 18:1 Room Thursday December 16th 21 : s 7 Languag Frenc : 4 Passwor e: h d: 161 DDI 039067525 9 External No number: 0 Deposi 10 call: restriction Balance 10 t: include VAT (19,6%): account: Do not Inactiv 1,96 Message Non disturb: e waiting: e Thanks for coming

Hote Miraplay

Compatibility rules OXO R3/R4 OHL v1 OLD v2

Ok with V24 devices for accounting

OXO R5 NOK

OXO R6 NOK

NOK

OK (no more needs of V24 sub devices)

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If the Application Partner doesnt use the Manual DDI and Wake-up initiator identification, than the CMS/PMS application is fully compatible with the Office Driver Link (OLD v2) and require no new development.

OXO r3.x / r4.x OHL v1 OLD v2 OK with V24 sub devices for accounting NOK

OXO r5.0 NOK OK (no more needs of v24 sub devices)

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SECTION 2: Hospitality Web services

Introduction
Hotels are now obliged to meet a wide array of business needs. This includes offering the convenience of a phone that also works as an Internet appliance, enabling guests to get the right information at the right time. With Alcatel-Lucent Application Partner, the Alcatel-Lucent IP Touch becomes an integrated part of the hotel guest data access point.

Solution example
FCS System, Alcatel-Lucent Application Partner, has developed an application that can be customized to connect existing hotel databases, applications and/or other Web-based services. With FCS I-Services, guests can access a wide range of multimedia and interactive services directly from the screen of their Alcatel-Lucent IP Touch : Guest room information Guest service Messaging & communication Guest folio information Web-based information kiosks. The solution also helps hotel staff optimized their daily tasks : Hotel housekeeping and room services Hotel operator console and administration functions

Benefits
Guest are provided with powerful, user-friendly communication services, boosting customer satisfaction.

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Moreover, hotel staff can sharply reduce dependence on paper-based business processes and cut down on redundant, labor-intensive procedures.

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