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Version 2.6
Administration Manual
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The information provided in this brochure contains merely general descriptions or characteristics of
performance which in case of actual use do not always apply as described or which may change as a
result of further development of the product. An obligation to provide the respective characteristics
shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are
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Content 0
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List of Figures
List of Figures 0
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List of Figures
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List of Figures
Figure 7-7 Interfaces - VMS, Text Messages for Guest (Entering in HSC) . . . . . . . 7-11
Figure 7-8 Interfaces - VMS, Text Messages for Guest (Entering in PMS) . . . . . . . 7-11
Figure 7-9 Interfaces - VMS, Parameter for ’Text messages for guest’ . . . . . . . . . . 7-12
Figure 7-10 Interfaces - VMS, Text Messages for Guest via PMS Interface (Entering in
HSC) 7-13
Figure 7-11 Interfaces - VMS, Text Messages for Guest via PMS Interface (Entering in
PMS) 7-14
Figure 7-12 Interfaces - VMS, Parameter for ’Text messages for guest via PMS interface’
7-14
Figure 7-13 Interfaces - VMS, Messages via VOICELINK @vantage . . . . . . . . . . . . 7-15
Figure 7-14 Interfaces - VMS, Parameters for VOICELINK @avantage . . . . . . . . . . 7-15
Figure 7-15 Interfaces - VMS, Messages via Xpressions. . . . . . . . . . . . . . . . . . . . . . 7-16
Figure 7-16 Interfaces - VMS, Parameters for OpenScape Xpressions Hotel . . . . . . 7-17
Figure 7-17 Interfaces - Call Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-20
Figure 7-18 Interfaces - Call Accounting, Data Flow in Accounting Mode ’Internal’ . . 7-21
Figure 7-19 Interfaces - Call Accounting, Accounting Mode ’Internal’ . . . . . . . . . . . . 7-22
Figure 7-20 Interfaces - Call Accounting, Data Flow in Accounting Mode ’Bypass’ . . 7-24
Figure 7-21 Interfaces - Call Accounting, Accounting Mode ’Bypass’ . . . . . . . . . . . . 7-25
Figure 7-22 Interfaces - Call Accounting, Data Flow in Accounting Mode ’External’ . 7-26
Figure 7-23 Interfaces - Call Accounting, Accounting Mode ’External’. . . . . . . . . . . . 7-26
Figure 7-24 Interfaces - PMS, List of Plug-Ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-28
Figure 7-25 Interfaces - PMS, Plug-In Hogatex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-31
Figure 7-26 Interfaces - Room Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-33
Figure 7-27 Interfaces - Settings for Call Accounting . . . . . . . . . . . . . . . . . . . . . . . . . 7-34
Figure 8-1 Customizing - Subdirectories and Files by the Example of some MIS Reports
8-3
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List of Figures
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Introduction
Target Group
1 Introduction
Hospitality Service Center (HSC) V2.6 is a client/server application intended for the hospitality
industry. It combines communication features of the HiPath IP system with a hotel services
application package that can interface with
● PMS (Hotel Property Management Systems)
● Call Accounting Systems
● VMS (Voice Mail Systems)
● etc.
HSC V2.6 optimizes telephony at the hotel workstation and makes use of the integration
capabilities offered by central data resources. It offers various hospitality industry features:
● service tracking
● call control center
● customer relationship management
The range of functions can be adapted to customer requirements and conditions of use by
acquiring different licenses.
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Introduction
Structure of the Manual
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Notational Conventions
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Notational Conventions
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Administration Functions
How to Work with Microsoft Windows Elements
2 Administration Functions
Combo box
Combo boxes consist of a selection field with an arrow on the right-hand side. You can
either click on the arrow and select the relevant item from the drop-down list displayed
subsequently, or type your entry directly into the field.
HSC supports searching the combo box lists for certain items ("jump function"):
To do so, enter the first character(s) of the items you are searching for into the combo box
and press Enter. The cursor will then jump to the first element in the list that starts with the
respective character(s).
Interconnected fields
Entries in some HSC fields are interconnected and may condition entries in other fields. If
you fill in such a field, the interconnected fields are filled in automatically with the first item
in the list of possible entries. Please, always check the entries that have been filled in
automatically.
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Administration Functions
How to Work with Microsoft Windows Elements
Table
In all tables you have the option to organize the columns to your liking:
● By clicking on a column heading once the entire table will be sorted in ascending order
according to the contents of this column. By clicking the column header twice the
column will be sorted in descending order.
● Use drag&drop within the column headers to design your own column order.
● It is also possible to hide individual columns and/or to display them, by clicking
with the right mouse button anywhere on the table header and by activating the
checkboxes of the column to be displayed and/or deactivating the checkboxes of the
columns to be hidden in the subsequent window Customize Table Display (see Figure
2-2). (If required, you can even hide all columns but one.)
Figure 2-2 Window for Customizing the Table Display (Service Tracking as Example)
You can change the table view any time. Your individual table view will be stored and will
be available again when you next log in.
Date-picker
All fields for entering dates are provided with so-called date-pickers. Alternatively, you can
also enter dates in the predefined format dd.mm.yyyy via the keyboard.
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Administration Functions
Login, Customizing Desktop Areas
Select a date in the calendar and then click outside the date-picker window. The date-
picker window closes, and the selected date is displayed in the associated field.
Shortcuts
The HSC system supports keyboard shortcuts for important key functions. To use
shortcuts, proceed like this:
● Press the <Alt> key. If available, the shortcut key that is connected with the button will
be underlined.
+ <Alt> =
● Press <Alt> and the underlined key to perform the function of the button.
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Administration Functions
How to Use Administration Functions
Almost all HSC administration settings offered to you in the menus and menu items
mentioned above follow the same principle:
1. Activation of a menu item will open a window which is organized in a navigation area (left)
and a working area (right).
2. In the navigation area of this window choose the type of "HSC objects" that you want to
configure (e.g. rooms, extensions, employees, and interfaces, as applicable). In the
working area the system will display a table comprising all HSC objects of this type which
are defined in the HSC system at the respective time. The individual columns show the
properties relevant for the HSC objects (e.g. designation, other HSC objects assigned,
activation status, …) (see Figure 2-6).
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Figure 2-6 Administration Window for the Selection of HSC Objects - Table for the
Configuration of Employees as an Example
Some types of HSC objects generally encompass so many elements that it is impossible
to represent all of them in the table; therefore a scrollbar is required. Then a search function
for fast finding of a specific HSC object is available above the table (see Section 2.3.1).
By using the buttons that are always on the right side next to the table you can change the
contents of the table:
Using this button you can define a new HSC object in a subsequent window (example
see Figure 2-8). Enter the data for the new HSC object in this window and/or perform
the respective assignments to other HSC objects and terminate your entry with OK.
The newly defined HSC object is then stored in the HSC database and displayed in the
table.
For adding you can also use the <Ins> key instead of this button.
After selecting the HSC object to be edited in the table, click this button. Then the data
and assignments currently applicable for the respective HSC object will be displayed
in a subsequent window (example see Figure 2-8). Now make the required changes
in this subsequent window and leave the window by clicking OK.
Your changes will be performed in the HSC database and displayed in the table, as
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applicable.
For editing you can also double-click the selected HSC object or mark an HSC object
and press <Enter> instead of using this button.
Removes the HSC object selected in the table from the HSC database (and thus also
from the table) (see also Table 2-1 in Section 2.3.2).
For deleting you can also use the <Del> key instead of this button.
If you configure HSC objects of the "interface" type, at least one or two more buttons will
be available to you:
In this way you activate the interface selected in the table (e.g. interface for the
execution of wakeup calls, for call accounting, for communication with a 3rd party PMS,
…).
At the same time and after a query you have to confirm, clicking the button will
deactivate the previously active interface.
If the option is provided that you deactivate all interfaces of a certain type at the same
time, this button will be available to you, which can only be used for the interface that
has been marked as active in the table.
The buttons available in the working area of the administration windows, which
> can be used for the individual HSC objects, are listed also in a context menu,
which you can always access by right-clicking the requested table element.
3. The subsequent windows for adding or editing HSC objects as a rule contain input/output
fields as well as areas for assigning other HSC objects (e.g. assignment of an employee to
categories or of a user account to an employee) and/or for removing such assignments.
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Opens the respective assignment window (example for multiple assignment in Figure
2-9) so that (an) HSC object(s) to be assigned can be selected.
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Deletes the assignment of the HSC objects selected in the selection area (multiple
selection possible).
Your entries are stored in the database and the window is closed.
Such assignment window is designed in the same way as the table for the configuration of
HSC objects (cf. Figure 2-6), however, instead of the Close button it comprises the
following buttons:
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Assigns the elements selected in the table to the HSC object currently being defined/
edited and closes the window.
Figure 2-10 Input Field and Button for Activating the Search Function
If you search for a specific HSC object in the table of the working area of an administration
window whose properties you want to change, you can avoid time-consuming scrolling in the
table by using the input field Search for <xxx> for quick search for this HSC object: Enter in this
field either a suitable identification of the requested HSC object (name, number, etc.) or any
number of leading characters of this identification and click the Search button or press <Enter>;
the requested HSC object (or the first HSC object in the table whose identification contains the
specified characters) will be marked in the table.
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● If in the multiple assignment of HSC objects priorities play a role (i.e. for language skills
and transmission routes), you can change the position among the assigned HSC objects
and thus change their priority by means of the arrow buttons "up"/"down" (up ---> higher
priority, down ---> lower priority).
● If you want to delete an HSC object that still has references to other objects in the HSC
database, the deletion request is rejected by HSC with a message in plain text. The
following restrictions apply:
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General Settings
Hotel
3 General Settings
The menu item Administration - General Settings includes many general data (master data) of
your hotel such as address, rooms, employees, extensions and emergency calls. The data to
be entered here are a major basis for HSC features.
Here you can edit name and address of your hotel (i.e. you can modify the default values
entered automatically during HSC installation or the data entered by means of the import
function).
You define all rooms (not only the rooms that can be booked!) with their categories and
equipment.
You can create extensions for HSC adjusted to your HiPath, CAP, etc.
Employees with all their data can be configured both here and via the menu item Service
Tracking - Configuration (see Section 5.7.1).
You can define several telephone numbers as emergency call numbers.
In this chapter you will also find the description of countries and languages which have to be
defined via the menu item Administration - International (needed both for guests and
employees).
3.1 Hotel
In the General Settings - Hotel window you can edit the name and address of your hotel.
(During the HSC installation all fields of this window are filled with default values automatically,
which can be modified by means of the Import function (see Service Manual, Chapter 7) as
well.)
Via Administration > General Settings > Hotel you can access the General Settings - Hotel
window.
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General Settings
Hotel
The General Settings - Hotel window contains the following areas and fields:
Name
This area contains three fields:
Hotel name
Name of the hotel
Group brand
Name of the group brand
Chain company
Name of the hotel chain the hotel belongs to
Address
In the Address area, there are eight fields - Street, ZIP code, City, Region, Country, Phone,
Fax and E-mail. You can enter the corresponding information in all of these fields, except
Country.
Country
Select a country from the list of all countries defined in the International - Countries
window (see Section 3.6).
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General Settings
Rooms
By means of the Save button you can store your entries (the button is inactive until you enter
new data); with Close you leave the General Settings - Hotel window.
3.2 Rooms
By means of the General Settings - Room window you define all rooms (not only those that can
be booked by guests) and their equipment. Usually the first data entry is done by means of the
Import function (see Service Manual, Chapter 7).
It is recommended to create all rooms first (also those that cannot be booked) using
> this function and subsequently assign them to the extensions that have to be newly
defined by means of the General Settings - Extension window (see Section 3.3).
Via Administration > General Settings > Room you can access the General Settings - Room
window, where all rooms that are currently defined in the HSC system are listed in the working
area.
Above the list a search function (input field Search for Number) to search for a certain room is
available.
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General Settings
Rooms
By means of the Add ... button you can define a new room in a subsequent window; by means
of Edit … you can change the properties of a room selected in the list in a similar way (see
Section 3.2.1).
With Delete you remove the room selected in the list from the HSC system.
By clicking Close you leave the window.
The HSC system prevents you from adding more rooms than are allowed on the
> basis of the number of “internal F/O licenses” you have acquired. For example, if you
have licenses for 50 rooms and 50 rooms (which can be booked by guests) are
already created in your HSC system, HSC will output an error message when you
attempt to save the 51st room.
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General Settings
Rooms
3.3 Extensions
Via Administration > General Settings > Extension you can access the General Settings -
Extension window, where all extensions that are currently defined in the HSC system are listed
in the working area.
Above the list of extensions you can find a search function (input field Search for Number) to
find a certain extension more quickly in the list.
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General Settings
Extensions
In the extensions list the extension prefix, the extension number, the logical and the physical
extension type and optionally also a room number assigned to the extension are displayed for
each extension.
Entries with a check in the column Main number show that the extension is defined as the "main
number" of a room (main extension of a room); wakeup calls are always routed to a main
extension.
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General Settings
Extensions
> All changes done in the list of extensions will not be effective until restart of the client.
Search for extension
If you search for an existing extension, e.g. for changing its data, you can avoid time-consuming
scrolling in the extensions list by using the field Search for Number for a quick search for the
extension: In this field either enter the requested extension number or any number of leading
digits of this extension number and activate the Search button or press <Enter>. The requested
extension (or the first extension in the list containing the specified digits) will be highlighted in
the extensions list.
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General Settings
Extensions
> Please make sure not to forget to complete your entry with a dash!
To simplify entry, a combo box is available to you where you just have to enter the prefix
when you configure the first extension. In all subsequent extension operations you just
have to choose.
Logical type
Drop-down list for selecting the intended use of the extension:
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General Settings
Extensions
To enable the display of the call queue itself (if the license "Call Queue" is
> available) or the number of calls currently in the call queue in the Call Control
Center window please
● configure the RCG number in the HiPath switch,
● activate the "SAT" feature in CAP 3.0 and configure RCG (see CAP original
documentation) and
● assign the physical type "Queue" to the RCG number in HSC.
If required, the change between numeric display (standard setting) and bar
display of the number of calls can be performed via HSC administrative settings.
If several RCG numbers are used, only those RCGs (or rather the related
access numbers of these RCGs), from which call center agents directly get their
calls, have to be configured as extensions of the physical type = "Queue".
Physical type
Drop down list for selection of the physical type (device type) of the telephone that is as-
signed to the extension:
Room
Drop-down list for selecting the identification (e.g. room name) of the location the extension
has to be assigned to (not relevant for logical type = "System" and physical type = "DECT
cordless phone").
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General Settings
Employees
Host name
Host name of the Front Office PC of a hotel employee that is to be used as switchboard
(only relevant for logical type = "Employee" and physical type = "OpenStage").
Main number
If the checkbox is checked, the selected extension becomes the main extension of the
room assigned and is marked with a check in the list of extensions (not relevant for logical
type = "System" and physical type = "DECT cordless phone").
The main extension of the room valid until that time will no longer be applied.
>
Please do not assign an extension that is the main extension of another room! (HSC
responds to such an attempt by displaying a warning.)
3.4 Employees
By means of the General Settings - Employee window you can define or delete employees of
your hotel, enter personal data and assign them languages, extensions, user accounts,
categories and transmission routes. Employees who are responsible for the execution of
service requests must be marked as "service attendant".
You can access the General Settings - Employee window via Administration > General Settings
> Employee, where all employees that are currently defined in your HSC system are listed in
the working area.
Above the list of employees you can find a search function (input field Search for Name) to find
a certain employee more quickly in the list.
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General Settings
Employees
The employee list in the working area of the window contains four columns:
Name
Personal data for identification of the hotel employee (surname, first name and middle
name).
Extension
An extension assigned to the hotel employee.
Service attendant
A check in this column shows that this employee is defined as a service attendant who is
responsible for the execution of service requests.
An X in the column means that the employee cannot be used for Service Tracking.
Identification code
Unique identification number of an employee defined as service attendant (see above),
which is required for the use of service functions over the telephone interface of
OpenScape Xpressions Hotel (see User Guide, Chapter 9).
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General Settings
Emergency Calls
Employee search
If you search for a hotel employee, e.g. for changing his or her detail data, you can avoid time-
consuming scrolling in the employees' list by using the input field Search for Name for a quick
search of the list: In this field enter the surname (plus a comma and the first name, if required)
of the respective employee or any number of leading characters of this name and click the
Search button or press <Enter>; the requested employee (i.e. the first employee in the list
whose name includes the specified characters) will be highlighted in the employees' list.
By means of the Add ... button you can define a new employee in a subsequent window; by
means of Edit … you similarly can change the properties of an employee selected in the list.
You can find a detailed description of all subsequent windows concerning the configuration of
employees in Section 5.7.1.
By clicking Delete you remove the employees selected in the list from the HSC system.
Employees for whom no reference of a service request has been established, may
> be deleted - independently of the extensions, user accounts, etc. that might be
assigned to them.
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General Settings
Emergency Calls
By means of the Add ... button you can define a new emergency call in a subsequent window;
by means of Edit … you can change the properties of a emergency call selected in the list in a
similar way (see Section 3.5.1).
With Delete you remove the emergency call selected in the list from the HSC system.
By clicking Close you leave the window.
> server!
The HSC system responds to a newly added emergency call only after restart of the
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General Settings
Country
Number
Phone number of an emergency call.
3.6 Country
The International - Country window features all the defined countries. If necessary, you can add
countries to the list. You need these countries to assign them to the employees as well as for
the backup of the guest data.
Via Administration > International > Country you can access the International - Country
window, where all countries that are currently defined in the HSC system are listed in the
working area.
Above the list of countries you can find a search function (input field Search for Name (short))
to find a certain country more quickly in the list.
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General Settings
Country
By means of the Add ... button you can define a new country in a subsequent window; by means
of Edit … you can change the properties of a country selected in the list in a similar way (see
Section 3.6.1).
With Delete you remove the country selected in the list from the HSC system.
By clicking Close you leave the window.
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General Settings
Language
3.7 Language
The International - Language window features the most frequently used languages. If
necessary, you can add languages to the list. You need these languages to assign them to the
employees as well as for the backup of the guest data.
Via Administration > International > Language you can access the International - Language
window, where all languages that are currently defined in the HSC system are listed in the
working area.
Above the list of languages you can find a search function (input field Search for Name (short))
to find a certain language more quickly in the list.
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General Settings
Language
By means of the Add ... button you can define a new language in a subsequent window; by
means of Edit … you can change the properties of a language selected in the list in a similar
way (see Section 3.7.1).
With Delete you remove the language selected in the list from the HSC system.
By clicking Close you leave the window.
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System Settings
User Account
4 System Settings
The menu item system includes basic data, such as users, roles and rights, message
configuration as well as predefined standard settings.
You can determine which employees shall have a user account and be authorized to access
HSC.
Depending on the structure of your hotel, you can define various roles for your employees and
assign them rights - predefined by HSC.
HSC and its connected systems generate many different messages. In the Message Handler
you define which message shall be sent in which way.
Also general settings, as e.g. for defining passwords, for mass data transfer, for the
Management Information System, for Call Control, etc. are executed here.
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System Settings
User Account
By means of the Add ... button you can define a new user account in a subsequent window; by
means of Edit … you can change the properties of a user account selected in the list in a similar
way (see Section 4.1.1).
With Delete you remove the user account selected in the list from the HSC system.
By clicking Close you leave the window System - User Account.
>
Changing of user’s data (i.e. access rights modification) will not take effect until the
next login of this user to HSC.
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System Settings
User Account
If you have configured in the system settings (see Section 4.4) that only
> "strong" passwords may be used, then the new password must consist of
digits, upper-case, lower-case and special characters and must have a min.
length of 8 characters.
Repeat password
Repeat of the password
User PIN
PIN, valid for Tablet login (see User Manual, Chapter 5).
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System Settings
Role
Repeat PIN
Repeat of the PIN.
4.2 Role
By means of the System - Role window you can define the roles for your HSC system in
accordance with the structure of your hotel. Subsequently, you assign authorizations
(predefined by HSC) to the individual roles, thus controlling the access rights (the user will only
see the menu items his role entitles him to see).
Via Administration > System > Role all roles that are currently defined in the HSC system are
listed in the working area.
By means of the Add ... button you can define a new role in a subsequent window; by means
of Edit … you can change the properties of a role selected in the list in a similar way (see
Section 4.2.1).
With Delete you remove the role selected in the list from the HSC system.
By clicking Close you leave the window System - Role.
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System Settings
Role
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System Settings
Role
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System Settings
Message Type (= Message Handler)
In an HSC system, there must be at least one user who has administrator rights for
7 the HSC system, i.e. the following conditions should be fulfilled:
a) At least one role must have the rights "Administration: System" (for
managing users) and "Front Office Login" (for accessing the HSC system)
assigned to it. The HSC system prevents you from deleting roles that have
these two rights (an error message is displayed if a deletion attempt is
made).
b) At least one user must have a role assigned to him which includes the rights
"Administration: System" and "Front Office Login". The HSC system
prevents you from deleting users owning these two rights (an error message
is displayed if a deletion attempt is made).
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System Settings
Message Type (= Message Handler)
● Facility Monitoring: Problem: You define the transmission route for the Problem message
text (defined in the PLC or Input windows). Define a transmission route for all priorities you
have defined in both windows.
● Facility Monitoring: Recovery: You define the transmission route for the Recovery message
text (defined in the PLC or Input windows). Define a transmission route for all priorities you
have defined in both windows.
● Fault: This message type contains all messages that have been defined as fault, e.g. the
connection between HSC and CAP, Caracas, etc., has been interrupted. Depending on the
type of the fault different messages and priorities may occur. Define transmission routes
for all priorities (from information to fatal error) .
● PBX: Entry Cannot be Set: If authorization classes, display names and display languages
for end devices or DND (Do Not Disturb) cannot be set in the HSC PBX module, a message
will be generated (priority not relevant). Define a transmission route for this message.
● PBX: Emergency Call: As soon as an emergency call is dialed at a phone, the HSC PBX
module generates a message (priority not relevant). Define a transmission route for this
emergency call.
● STR: New Prepared Request: This message is generated, as soon as a service request in
the ’Prepared’ status exists (priority not relevant). Define a transmission route for this
message.
● STR: Service Attendant on Break: This message will only be generated in a specific
Service Tracking mode (to be set by Professional Services) when a service request exists
for a service attendant who is currently on break (priority not relevant). Define a
transmission route for this message.
● STR: Service Attendant Out: This message will only be generated in a specific Service
Tracking mode (to be set by Professional Services) when a service request exists for a
service attendant who is currently out (priority not relevant). Define a transmission route for
this message.
● UM: New Message: As soon as a guest receives a new message on his mailbox, a
message is generated (priority not relevant). Define a transmission route for this message.
● UM: Wakeup Call Failed: If a wakeup call cannot be performed, a message is generated -
independently of the reason for the non-performance and of the type of the wakeup call
system (priority not relevant). Define a transmission route for this message.
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System Settings
Message Type (= Message Handler)
By means of the Add ... button you can define new transmission routes for the selected
message type (different priorities will be displayed automatically, if applicable); by clicking
Close you leave the window System - Message Type.
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System Settings
Message Type (= Message Handler)
By means of the Add ... button you can assign a new transmission route to the selected
message type in a subsequent window; by means of Edit … you can change the properties of
a message type selected in the list in a similar way.
With Delete you remove the selected transmission route from the list; the transmission route
itself will not be deleted.
Transmission route
Drop-down list where you can select “GUI” (= Tablet and Front Office), “Tablet only”, “Front
Office only”, “SMS” or E-mail” for the transfer of messages in the HSC system.
If you select “GUI” or “Front Office only”, the messages will be displayed in the Messages
window (to be opened via General > Messages).
Target type
You can select one of 3 target types in this drop-down list, regardless of the transmission
route:
● a "User" (specified in the User account field)
● a "Role" (specified in the Role field)
● "All" (all users configured in the HSC database)
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System Settings
Message Type (= Message Handler)
Blocking
If you check this checkbox, incoming messages will have the characteristic “Blocking”: a
dialog box containing the message text pops up, and you cannot continue working with the
HSC system until you have confirmed such a message (relevant only for transmission route
= “GUI”, “Tablet only”, “Front Office only”).
User Account
Drop-down list for selecting one of the users defined in the HSC system (only applicable if
target type = "User").
Role
Drop-down list for selecting one of the roles defined in the HSC system (only applicable if
target type = "Role").
Target
Target entry = e-mail address or phone number, when transmission route = “E-mail” or
“SMS”; otherwise the field is inactive.
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System Settings
Settings
4.4 Settings
Using the System - Settings window you can currently modify the following system settings for
your HSC system:
● Waiting timeout after import of a data category from a mass data import file (see Service
Manual, Chapter 7)
● Setting for new passwords (cp. Section 4.1)
● E-mail and SMS settings (see Service Manual, Section 3.14 and Section 3.15)
● Settings for calculations of the Management Information System (see User Guide, Chapter
7)
● Setting for the display of the number of waiting calls in the queue as bar or as number in
Call Control Center (see User Guide, Chapter 4)
● Settings for activation of additional features in Call Control (see User Guide, Chapter 4)
For information of whether a changed setting will become effective immediately, after
> client restart or after server restart, please see the detail description of the setting
options!
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System Settings
Settings
In this window you will find - organized in function groups - checkboxes and fields for changing
of system settings.
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System Settings
Settings
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System Settings
Settings
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System Settings
Settings
The use of the following two Call Control features is not allowed in each country!
7 It lies in the responsibility of the hotel administrator to guarantee the compliance with
the law before you activate these features in your hotel!
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Service Tracking Settings
Service Tracking - Overview
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1. A hotel guest calls the front office and requests some service of the hotel (e.g. new
towels, repair of a lamp, etc.).
2. The employee at the front office of the hotel who answers the call can see the most
important data of the hotel guest in the HSC Call Control Center: extension, room number,
VIP status (if applicable), language for communicating with the guest.
3. The employee at the front office now accepts the request of the guest and maps it to a
service request predefined in the HSC system:
– He defines a new service request by selecting a suitable service text (e.g. "new
towels", "exchange of lamps") for the respective service type (e.g. "room service",
"repairs") and assigning it to the guest.
– The HSC system will display the service attendants to the front office employee who
are currently able to accept this request; this service attendant has to be of the same
category as the service request, he/she has to speak the language of the guest and
his/her status must be "In", i.e. he or she must be available.
Based on this information, the front office employee assigns this request to one of the
service attendants available in the respective category in the hotel (e.g. "floor service",
"building services").
(If it is not quite clear what service attendant is free to perform the service, the request
may be addressed to the entire category in charge, and can then be accepted by any
of the service attendants of this category.)
4. The HSC system now presents the new service request to the service attendant over a
predefined transmission route (e.g. his or her cordless phone) making it possible for him/
her to either accept the service request and perform the service or to reject it.
5. By means of Service Control the front office employee is always informed of the present
status of a request (e.g. "Submitted", "Done", "Rejected", "Execution Timeout") and thus
can answer any request-related queries of the guest and also note down praise, complaints
or special requests of the guest.
To make sure that Service Tracking in the hotel functions as required, you, in your capacity as
hotel administrator, must make the following settings when configuring HSC:
● If required, you can create new service types (see Section 5.2), if you need more than the
four default types offered by HSC, and/or you can change their designations (which are, by
default, in English).
● You have to create service texts and codes which will define a service request in the
language suitable for the hotel staff and assign these service texts and codes to one or
several service types (see Section 5.3).
● You can expand the default service satisfaction scale to be able to accurately rate
feedback from hotel guests regarding service requests (see Section 5.4).
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Service Tracking Settings
Service Tracking - Overview
>
These settings are only relevant if you use the Service Tracking features in your HSC
system (a separate license is required for this purpose!).
The designations of the service types, service texts and codes, service satisfaction
> levels, departments and categories configured by you can be chosen freely, however
they cannot be localized in several languages. However since these designations
can be changed by the hotel administrator without restrictions, it is always possible
to use the language currently requested in the hotel for these designations.
For the work steps for configuration of Service Tracking the order below is recommended:
1. From the viewpoint of a hotel administrator a service request is either a positive or a
negative request (or a request-related comment or complaint). For example: repairing a
defective tap is a "negative" request, while ordering something to eat or laundry services
is a "positive" request.
Therefore you should configure the respective positive (e.g. "Room Service", "Calling a
cab", "Breakfast in the room") and negative service texts (e.g. "Door is jamming", "Dirty
bathroom", "Defective tap") that might occur in your hotel and assign these service texts to
the respectively defined service types as well as to the departments and categories in
charge.
2. For being able to process a service request in the HSC system it must be assigned to a
category.
Therefore you have to create at least one department with at least one category in HSC.
Please note that only categories with the property "Relevant for Service Tracking" can
accept service requests.
3. Please configure the hotel employees that are to work as service attendants in your hotel
as "Employees" and assign them the property "Service attendant".
4. A service attendant has to be known to the HSC system as a user (with user name and
password). Therefore create a user account for the hotel employee.
5. For making it possible for a service attendant to receive service requests, at least one
medium or device (e.g. OpenStage, Tablet or CMI) has to be assigned to him or her as a
transmission route over which HSC can transmit the service requests.
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6. To make sure that a service attendant is able to execute the service request, he/she must
have the required skills, i.e. he or she must be assigned to the right category and speak
the language of the guest.
Therefore you have to assign your service attendants to the respective categories and also
take note of their language skills by assigning them accordingly.
7. To be able to classify feedback from hotel guests on executed services, e.g. for statistical
purposes, define some service satisfaction levels in the HSC system.
By clicking the menu item Configuration in the Service Tracking menu, the Service Tracking
Configuration window will be opened on the HSC screen, where you can navigate to the
settings for Service Type, Service Text, Satisfaction Level, Department, Category and
Employee. The following sections provide a detailed description of these settings.
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Service Tracking Settings
Service Type
The service type list in the working area of the window contains two columns:
Name
Current designation of the service type
Submittable
A check in this column shows that the service type has the property "Submittable". This
means that service requests of this service type (i.e. the service texts and codes assigned
to such service type) can be submitted from the Front Office to service attendants for
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execution.
An X in the column means that only comments, complaints, etc. which can be archived,
however not executed as "real" service requests, can be assigned to such service type.
>
By default in a new installed HSC system the (English language) service types
"positive", "negative", "comment" and "complaint" are available.
By means of the Add ... button you can define a new service type in a subsequent window; by
means of Edit … you can change the properties of a service type selected in the list in a similar
way (see Section 5.2.1).
With Delete you remove the service type selected in the list from the HSC system.
By clicking Close you leave the Service Tracking Configuration - Service Type window.
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Service Tracking Settings
Service Type
In the Details area of the Service Type window the following entries can be made:
Name
Input/output field for entering a designation for a new service type or changing the
designation of the service type to be edited.
Submittable
By checking this box, the service type receives the property "submittable". This means that
service requests of this service type (i.e. the service texts and codes assigned to such
service type) can be submitted from the Front Office to service attendants for execution.
If this checkbox is not activated, only comments, complaints, etc. which can be archived,
however not executed as "real" service requests, can be assigned to such service type.
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The area Assignment of Service Texts is used for the assignment of service texts and codes
to the currently defined/edited service type or for deleting of such assignments.
If you click the Add... button the respective subsequent window will be opened.
By clicking Delete you can deactivate the assignment of the service codes selected in the list
(multiple selection is possible) to the current service type.
Service text and the associated service code always have to be seen as equivalent
> in Service Tracking, the service code, however, must be unique throughout the
system. Therefore the service code is always presented (as well) in the respective
drop-down lists.
It depends on this decision how a Front Office employee can select the requested
service text (in case of 1 and 2) when creating a new service request (see User
Guide, Chapter 5) and/or whether he cannot choose the service text at all (in case
of 3.).
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Service Tracking Settings
Service Text
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The service text list in the working area of the window contains four columns:
Service text
Text describing the service code.
Service code
Unique code (or unique abbreviation) defining a service that can be performed by a service
attendant (see User Guide, Chapter 5).
Service acceptance timeout
Permitted period (in minutes) that may lapse between submission of a service request
defined by the current service text and its acceptance by the responsible service attendant.
Service processing timeout
Permitted period (in minutes) that may lapse between acceptance of a service request
defined by the current service text and its completion by the responsible service attendant.
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Service Tracking Settings
Service Text
By means of the Add ... button you can define a new service text in a subsequent window; by
means of Edit … you can change the properties of a service text selected in the list in a similar
way (see Section 5.3.1).
With Delete you remove the service text selected in the list from the HSC system.
By clicking Close you leave the Service Tracking Configuration - Service Text window.
When within a Service Tracking process a reference to a service text has been made
> at least once before (i.e. by assigning a service text to a service request; see User
Guide, Chapter 5) this service text cannot be deleted anymore!
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In the Details area of the Service Text window the following entries can be made:
Service text
Text describing the service code.
Service code
Code (or abbreviation) defining a service that can be performed by a service attendant (see
User Guide, Chapter 5).
Service acceptance timeout (min)
Permitted period (in minutes) that may lapse between submission of a service request
defined by the current service text and its acceptance by the responsible service attendant.
Service processing timeout (min)
Permitted period (in minutes) that may lapse between acceptance of a service request
defined by the current service text and its completion by the responsible service attendant.
The area Assignment of Categories serves for assigning categories to the currently defined/
edited service text of for deleting of such assignments.
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Service Tracking Settings
Service Text
Clicking the Add... button will open the respective subsequent window.
By clicking Delete you can deactivate the assignment of the categories selected in the list
(multiple selection is possible) to the current service text.
The area Assignment of Service Types is used for the assignment of service types to the
currently defined/edited service text or for deleting of such assignments.
Clicking the Add... button will open the respective subsequent window.
By clicking Delete you can deactivate the assignment of the service types selected in the list
(multiple selection is possible) to the current service text.
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Service Tracking Settings
Service Satisfaction Level
You can access the Service Tracking Configuration - Satisfaction Level window via Service
Tracking > Configuration > Satisfaction Level, where all levels of satisfaction and their
designations that are currently defined in your HSC system are listed in the working area.
The service satisfaction level list in the working area of the window contains two columns:
Name
Current designation of the level of satisfaction.
Ranking
Assigned "satisfaction rank" (on a scale of one to max. 10 of service satisfaction levels).
> English): satisfied" (ranking 1), "neutral" (ranking 2) and "unsatisfied" (ranking 3).
In a newly installed HSC system there will always be three levels of satisfaction (in
By means of the Add ... button you can define a new level of satisfaction in a subsequent
window, by means of Edit … you can similarly change the properties of a level of satisfaction
selected in the list (see Section 5.4.1).
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With Delete you remove the level of satisfaction selected in the list from your HSC system.
By clicking Close you leave the Service Tracking Configuration - Satisfaction Level window.
Any number between 1 and 10 can be chosen as level of satisfaction that has
> not been used before. The assignment of satisfaction levels need not be without
gaps, however the following will always apply: the lower the value the more
positive the assessment of service execution - the higher the value the more
negative the assessment of service execution.
Independently of the designations you have assigned for service ranking, these
> service satisfaction levels are sorted in the drop-down list for the assessment of
the service execution or for the generation of service analyses (see User Guide,
Chapters 5 and 7) always in accordance with the assigned value on the scale of
satisfaction levels.
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Service Tracking Settings
Department
5.5 Department
By means of the Departments function your can define departments for your hotel, thus
providing a basis for a department structure with categories (= subdepartments) (see Section
5.6) and the associated employees (see Section 5.7).
To make sure that you can define categories which are indispensable for the
> management of service requests and service attendants, at least one department
has to be defined in the HSC system!
You can access the Service Tracking Configuration - Department window via Service Tracking
> Configuration >Department, where the names of all departments that are currently defined in
your HSC system are listed in the working area.
Above the list of departments a search function (input field Search for name) to search for a
department is available.
In the list of departments in the working area of the window only the designations of the defined
departments are listed :
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Name
Current designation of the department
By means of the Add ... button you can define a new department in a subsequent window, by
means of Rename … you can similarly change the designation of a department selected in the
list (see Section 5.5.1).
By clicking Delete you remove the department selected in the list from the HSC system.
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Service Tracking Settings
Category
5.6 Category
A prerequisite for the administration of service requests in your hotel is the creation of
categories (= subdepartments), whose employees (see Section 5.7) are responsible for
executing defined service requests and that have to be assigned to the respective
(superordinate) department (see Section 5.5).
You can access the Service Tracking Configuration - Category window via Service Tracking >
Configuration > Category, where all categories that are currently defined in your HSC system
are listed in the working area.
Above the list of categories a search function (input field Search for name) to search for a
category is available.
The list of categories in the working area of the window contains three columns:
Name
Current designation of the category
Department
Name of the parent department that the category belongs to
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Category search
If you search for a category, e.g. for changing its data, you can avoid time-consuming scrolling
in the list of categories by using the input field Search for name for quick category search: In
this field enter either the name of the requested category or any number of leading characters
of this name and click the Search button or press <Enter>; the requested category (and/or the
first category in the list whose name begins with the characters entered) will be selected in the
list of categories.
By means of the Add ... button you can define a new category in a subsequent window; by
means of Edit … you similarly can change the properties of a category selected in the list (see
Section 5.6.1).
By clicking Delete you remove the category selected in the list from the HSC system.
By clicking Close you leave the Service Tracking Configuration - Category window.
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Service Tracking Settings
Category
In the Category window the following entries can be made in the Details area:
Name
Enter the name of the category (can be selected freely).
Department
You can select the (parent) department from the drop-down list which includes all the
departments you have defined so far to which this category shall belong.
Relevant for service tracking
If you activate this checkbox, service requests can be assigned to this category as well as
to the service attendants of this category (see below) for execution.
To make sure that service requests can really be assigned to this category, the
> checkbox has to be activated and at least one member of the hotel staff has to
belong to this category as a service attendant (cf. Section 5.7)!
The area Assignment of Service Texts serves for assigning of service texts and codes to the
category that you are defining/editing or for deleting of such assignments.
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If you click the Add... button, the respective subsequent window will be opened.
By clicking Delete you can cancel the assignment of the service codes selected in the list
(multiple selection is possible) to the current category.
The area Assignment of Employees serves for assigning of employees to the category that
you are defining/editing or for deleting of such assignments.
If you click the Add... button, the respective subsequent window will be opened.
By clicking Delete you can cancel the assignment of the employees selected in the list (multiple
selection is possible) to the current category.
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Service Tracking Settings
Employee
5.7 Employee
By means of the Service Tracking Configuration - Employee window you can define or delete
employees of your hotel, enter personal data and assign them languages, extensions, user
accounts, categories and transmission routes. Employees who are responsible for the
execution of service requests must be marked as "service attendant".
You can access the Service Tracking Configuration - Employee window via Service Tracking >
Configuration > Employee, where all employees that are currently defined in your HSC system
are listed in the working area.
Above the list of employees a search function (input field Search for name) to search for an
employee is available.
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The employee list in the working area of the window contains four columns:
Name
Personal data for identification of the hotel employee (surname, first name and middle
name).
Extension
An extension assigned to the hotel employee.
Service attendant
A check in this column shows that this employee is defined as a service attendant who is
responsible for the execution of service requests.
An X in the column means that the employee cannot be used for Service Tracking.
Identification code
Unique identification number of an employee defined as service attendant (see above),
which is required for the use of service functions over the telephone interface of
OpenScape Xpressions Hotel (see User Guide, Chapter 9).
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Service Tracking Settings
Employee
Employee search
If you search for a hotel employee, e.g. for changing his or her detail data, you can avoid time-
consuming scrolling in the employees' list by using the input field Search for name for a quick
search of the list: In this field enter the surname (plus a comma and the first name, if required)
of the respective employee or any number of leading characters of this name and click the
Search button or press <Enter>; the requested employee (i.e. the first employee in the list
whose name includes the specified characters) will be highlighted in the employees' list.
By means of the Add ... button you can define a new employee in a subsequent window; by
means of Edit … you similarly can change the properties of an employee selected in the list
(see Section 5.7.1).
By clicking Delete you remove the employees selected in the list from the HSC system.
Employees for whom no reference of a service request has been established, may
> be deleted - independently of the extensions, user accounts, etc. that might be
assigned to them.
By clicking Close you leave the Service Tracking Configuration - Employee window.
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In the Employee window the following entries can be made in the Details area:
First name, middle name, surname, salutation
Input fields for entering personal data of the hotel employee
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Service Tracking Settings
Employee
If you want to create two hotel employees in the HSC who have identical first
> names and surnames, i.e. they only can be distinguished by their dates of birth,
you have no criterion for distinguishing at your disposal, as birth dates are not
included in the HSC database.
Therefore it is recommended that you make a difference already when you
create hotel employees with the same name, e.g. by making an addition to the
first names!
Salutation
Drop-down list for selecting the salutation of the employee
Country
Drop-down list from which you choose the country of origin of the employee (= nationality
of the employee).
Service attendants can only be subject to Service Tracking if they are assigned
> to a category that is "Relevant for service tracking" (cf. Section 5.6) and if at least
one service text is assigned to this category (see Section 5.3).
Identification code
Unique identification number of an employee defined as service attendant (see above),
numerical value (1 to 11 digits, max.); required for the use of service functions over the
telephone interface of OpenScape Xpressions Hotel (see User Guide, Chapter 9).
The area Assignment of Languages serves for assignment of languages to the currently
defined/edited employee or for deleting of such assignments. In this way you can note down
the language skills of your employees.
If you click the Add … button, the respective subsequent window will be opened.
By clicking Delete you can cancel the assignment of the languages selected in the list (multiple
selection is possible) to the current employee.
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Setting of priorities:
Use the arrow buttons to arrange the order of the languages assigned to an employee,
depending on his or her skills in the respective languages: The language at the top of the list
implies extraordinary language skills, the language at the end of the list indicates little
knowledge of the language.
The area Assignment of Extensions serves for assigning of extensions of the currently
defined/edited employee or for deleting of such assignments.
Clicking the Add... button will open the respective subsequent window.
By clicking Delete you can cancel the assignment of the extensions selected in the list (multiple
selection is possible) to the current employee.
In the area User Account you can assign one or several user accounts to the currently defined/
edited employees, you can edit these user accounts or delete their assignments to employees.
If you click the Add … or Edit … button, the respective subsequent window will be opened.
By clicking Delete you can cancel the assignment of the user accounts selected in the list
(multiple selection is possible) to the current employee.
The area Assignment of Categories serves for assigning of categories of the currently
defined/edited employee or for deleting of such assignments.
Clicking the Add... button will open the respective subsequent window.
By clicking Delete you can cancel the assignment of the categories selected in the list (multiple
selection is possible) to the current employee.
>
By means of this function you can also move employees from one category to
another.
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Service Tracking Settings
Employee
In the area Transmission Route you can assign one or several transmission routes to the
currently defined/edited employee, you can edit these transmission routes or delete their
assignments to employees.
If you click the Add … or Edit … button, the respective subsequent window will be opened.
By clicking Delete you can cancel the assignment of the transmission routes selected in the list
(multiple selection possible) to the current employee.
Setting of priorities:
Use the arrow buttons to arrange the order of the transmission routes assigned to an employee:
The transmission route at the top of the transmission routes list shall be used primarily for
communication between Front Office and service attendant, the transmission route at the end
of the list should be the last transmission route to be used.
The transmission routes are then offered to the front office employee in the same order for
selection upon creating a new service request (see User Guide, Chapter 5)!
The settings in the Transmission Routes area in the Employee window are relevant
> for communication with the service attendants upon using the function Service
Tracking (see User Guide, Chapter 5). If a hotel employee creates a service request,
he or she has to define how communication between the Front Office and the service
attendant in charge shall be executed. For this purpose he or she has to select one
of the transmission routes assigned to the service attendant.
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Service Tracking Settings
Employee
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Service Tracking Settings
Employee
For a detailed description of input fields in the User Account window, see Section 4.1.
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To make sure that HSC can send service requests to the end devices (cordless
> phone (CMI) or OpenStage) if Type = "Phone" is set, you have to configure
"virtual devices" in your HiPath switch, in CAP 3.0 and in the HSC system itself:
● In HiPath 4000 and HiPath 3000 "virtual devices" have to be defined (see
original documentation of the switch).
● These virtual devices must also be taken into account when creating
extensions (devices) in CAP 3.0 (see Service Manual, Chapter 3).
● And, finally, the respective number of extensions of the logical type
"System" and the physical type "Virtual" has to be configured via the
General Settings - Extension window.
The more sevice requests are to be sent simultaneously, the more virtual exten-
sions have to be created (5 are recommended as a minimum).
Access data
Target entry = E-mail address, if Type = "E-mail";
Target entry = internal or external phone number, if Type = "SMS";
Target entry = phone number in the Kirk switch, if Type = "Kirk".
Extension
Drop-down list, from which you can select an internal (already defined in the HSC system)
telephone number, if Type = "Phone" has been set; in all other cases the field is not active.
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Service Tracking Settings
Employee
LED number
Number of the LED which lights up when a new service request is received at an
OpenStage telephone: numeric value
(entry is only relevant , if Type = "Phone" has been set and an Extension (see above) of
the physical type = "OpenStage" has been selected)
If Type = "Phone" has been set and an Extension (see above) of the physical
> type = "DECT cordless phone" has been selected, the HSC system
automatically sets the LED number to the value 9 (cannot be changed!).
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Web Portal
6 Web Portal
If the "Content Management" license is available, you can provide for your guests the following
features supported by HSC at the guest console:
● Setting, displaying and deleting of wakeup calls
● Preparing the departure (using the guest’s entries HSC internally prepares a service
request; cp. User Guide, Chapter 5)
● Participation in guest surveys
● Providing information, e.g. hotel-specific links or banners
These features (apart from banners) can be activated via entries in the navigation area of the
guest console - usually after the guest’s login at the guest console.
With Web Portal you can define the content of the guest console (categories and texts) and
guest surveys for the guest console.
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Web Portal
Guest Console Categories
To create the guest console content or to update it, you can define categories for the guest con-
sole and allocate objects (e.g. internet addresses, PDF files, ...) to them. Moreover, you can
modify some of the guest console texts in the languages supported by HSC (currently English
and German).
The categories "Links" and "Banners" are already predefined by HSC, each newly created ca-
tegory will be visible as new entry in the navigation area of the guest console.
You can combine questions in question categories and create different survey templates. Com-
bining the defined questions, question categories and survey templates allows you to create
different guest surveys to be offered to guests via the guest console in a defined time interval.
To access the Web Portal window, click the Web Portal menu item in the Administration menu.
The Web Portal window offers you the following functions:
● Guest Console Categories (see Section 6.1)
● Guest Console Contents (see Section 6.2)
● Question Categories (see Section 6.3)
● Questions (see Section 6.4)
● Survey Templates (see Section 6.5)
● Surveys (see Section 6.6)
>
The categories "Links" and "Banners" are already predefined by HSC and cannot be
deleted.
Via Administration > Web Portal > Guest Console Category you can access the Web Portal -
Guest Console Category window, where all guest console categories that are currently defined
in the HSC system are listed in the working area.
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Web Portal
Guest Console Categories
You can add new guest console categories and modify or delete existing categories:
By means of the Add ... button you can define a new guest console category in a subsequent
window; by means of Edit … you can change the properties of a guest console category
selected in the list in a similar way (see Section 6.1.1).
With Delete you remove the guest console category selected in the list from the HSC system.
By clicking Close you leave the window Web Portal - Guest Console Category.
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Web Portal
Guest Console Categories
When creating a new guest console category these two texts will be defined
> after closing the Guest Console Category window by means of OK, therefore the
Localisation area remains empty. The localisation of these texts has to be done
in a second step of processing (initiated by selecting the newly created category
in the Web Portal - Guest Console Category window and pressing the Edit...
button).
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Web Portal
Guest Console Contents
Opens the Localisation window for modifying the text selected in the Localisation area.
With the Localisation window you can adjust guest console texts in languages supported
by the HSC system (currently English and German).
In the window, modify the text assigned to the selected guest console category (input field
Value) and click OK. The changes will be saved.
The Language to be changed is implicitly defined by selecting the line containing the
corresponding language identification prefix in the Localisation area of the Guest Console
Category window (see above).
The changes are applied and therefore visible on guest consoles after next guest login or
after next change of the guest console language.
Via Administration > Web Portal > Guest Console Content you can access the Web Portal -
Guest Console Content window, where all guest console objects that are currently defined in
the HSC system are listed in the working area.
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Web Portal
Guest Console Contents
The guest console object list contains for each guest console object the associated guest
console category, its name, a URL or a file name and the indication, if the object is currently
visible ("online") at the gust console.
You can add new guest console objects and modify or delete existing objects:
By means of the Add ... button you can define a new guest console content, i.e. a new guest
console object in a subsequent window; by means of Edit … you can change the properties of
a guest console object selected in the list in a similar way (see Section 6.2.1).
With Delete you remove the guest console object selected in the list from the HSC system.
By clicking Close you leave the window Web Portal - Guest Console Content.
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Web Portal
Guest Console Contents
> Therefore you should use the adequate language(s) for this text.
Please note that the entered text will be displayed on the guest console.
Banners
> Banners are a special guest console category, formed by advertising images
displayed in the right part of the guest console. Every image is shown for a
defined time period (60 seconds by default) and is replaced by the next image
in the Banner category, etc.
There is no limit for the number of images in the Banners category.
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Web Portal
Guest Console Contents
> guest console object, but not if you edit an already existing one.
The selection of a guest console category is only allowed if you create a new
URL
Defines a URL (input field is only active, if the associated radio button is clicked and in case
of guest console category # Banner).
File
Defines a path to an image file (mandatory in case of guest console category = Banner )
or a path to a file of any type (input field is only active, if the associated radio button is
clicked).
To search for a path to a file (e.g. PDF) or to an image to be displayed on the guest console,
click Browse... . In the opened window navigate to the required file or image, select it and
confirm your selection. The window closes and the path to the file or image is displayed in
the File field.
Opens the window to search for a path to the object you want to add.
Online
Select this checkbox to make the object visible for the guests using the guest console.
If the checkbox is not checked, the object is still a part of guest console; however, it is not
displayed on the guest console.
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Web Portal
Question Categories
Via Administration > Web Portal > Question Category you can access the Web Portal - Ques-
tion Category window, where all question categories that are currently defined in the HSC sys-
tem are listed in the working area.
You can add new question categories and modify or delete existing question categories:
By means of the Add ... button you can define a new question category in a subsequent
window; by means of Edit … you can change the properties of a question category selected in
the list in a similar way (see Section 6.3.1).
With Delete you remove the question category selected in the list from the HSC system.
By clicking Close you leave the window Web Portal - Question Category.
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Web Portal
Questions
Please note that the names of question categories will be displayed as texts within
> guest surveys on the guest console. Therefore you should use the adequate
language(s) for these names (see example in Figure 6-7).
6.4 Questions
With the Questions function you can define questions for guest surveys in your HSC system in
the primary and the secondary language.
Via Administration > Web Portal > Question you can access the Web Portal - Question window,
where all questions that are currently defined in the HSC system are listed in the working area.
Above the list of questions a search function (input field Search for Description) to search for
the description of a question is available.
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Web Portal
Questions
The list of all questions contains for each question its description and its texts in the primary
and the secondary language.
You can add new questions and modify of delete defined questions:
By means of the Add ... button you can define a new question in a subsequent window; by
means of Edit … you can change the properties of a question selected in the list in a similar
way (see Section 6.4.1).
With Delete you remove the question selected in the list from the HSC system.
By clicking Close you leave the window Web Portal - Question.
Question search
If you search for a question whose text you want to change, for example, you can avoid time-
consuming scrolling through the list of all questions, by using the input field Search for
Description for quick question search: In this field either enter the description of the respective
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Web Portal
Survey Templates
question or any number of leading characters of this description and click the Search button or
press <Enter>; the requested question (i.e. the first question in the list whose description
contains the specified characters) will be highlighted in the list of all questions.
Via Administration > Web Portal > Survey Template you can access the Web Portal - Survey
Template window, where all survey templates that are currently defined in the HSC system are
listed in the working area.
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Web Portal
Survey Templates
You can add new survey templates and modify or delete defined survey templates.
By means of the Add ... button you can define a new survey template in a subsequent window;
by means of Edit … you can change the properties of a survey template selected in the list in
a similar way (see Section 6.5.1).
With Delete you remove the survey template selected in the list from the HSC system.
By clicking Close you leave the window Web Portal - Survey Template.
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Web Portal
Survey Templates
Assignment of Questions
In the Assignment of Questions area you can select questions and/or question categories
to design a survey template using the buttons Add Category..., Add Question... (description
of subsequent windows in Section 6.6.1) and Delete.
The button Add Question... is only active, if (at least) one question category exists and is
selected in the Assignment of Questions area.
This area then contains a list of all questions and question categories assigned to the
selected survey template.
>
You can use each category in a template only once!
You can use each question in a category only once!
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Web Portal
Surveys
6.6 Surveys
With Surveys you can define guest surveys to be displayed for guests on guest consoles in a
defined time interval. To design a guest survey you can combine questions, question categories
and survey templates.
Via Administration > Web Portal > Survey you can access the Web Portal - Survey window,
where all surveys that are currently defined in the HSC system are listed in the working area.
In the survey list the validity period of each survey is displayed as well.
You can add new surveys and modify or delete existing surveys:
By means of the Add ... button you can define a new survey in a subsequent window; by means
of Edit … you can change the properties of a survey selected in the list in a similar way (see
Section 6.6.1).
With Delete you remove the survey selected in the list from the HSC system.
By clicking Close you leave the window Web Portal - Survey.
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Web Portal
Surveys
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Web Portal
Surveys
Assignment of Questions
In the Assignment of Questions area you can select questions and/or question categories
and /or templates to design a survey using the buttons Add Template..., Add Category...,
Add Question... (description of subsequent windows see below) and Delete.
The button Add Question... is only active, if (at least) one question category exists and is
selected in the Assignment of Questions area.
This area then displays the list of all questions, question categories and survey templates
assigned to the selected survey.
With the Assignment of Survey Templates window you can select survey templates to design
a survey.
Select one template to be assigned to the survey (multiple selection is not possible) and click
the Assign button (see below).
The selected template will be added to the survey with all questions and categories currently
assigned to it.
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Web Portal
Surveys
Figure 6-16 Web Portal - Assignment Question Categories to Survey / Survey Template
With the Assignment of Questions Categories window you can select question categories to
design a survey or a survey template (cp. Section 6.5.1).
Select one question category to be assigned to the survey / survey template (multiple selection
is not possible) and click the Assign button (see below).
The selected question category will be added to the survey / survey template.
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Web Portal
Surveys
With the Assignment of Questions window you can select questions to design a survey or a sur-
vey template (cp. Section 6.5.1).
Above the list of questions a search function (input field Search for Description) to search for
the description of a question is available.
Select one question to be assigned to the survey / survey template (multiple selection is not
possible) and click the Assign button (see below).
The selected question will be added to the survey / survey template.
Adds the survey template, question category or question selected in the respective list of
the current Assignment window to a survey or
adds the question category or question selected in the respective list of the current
Assignment window to a survey template.
To add a new question to a survey or a survey template, you must have selected a question
category in the Assignment of Questions area. Then, select the question in the list of the
Assignment of Questions window and press the Assign button.
If you design a survey, the HSC system decides automatically in which order the
> question categories assigned to a survey and the questions assigned to different
question categories are displayed on the guest console!
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Web Portal
Surveys
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Interfaces
Wakeup Call Settings
7 Interfaces
The menu item Interfaces comprises the data HSC needs for configuration of the various
interfaces. You can select an option for accounting of telephone charges and make selections
for the connection to external systems, such as PMS; VMS, etc.:
● HSC offers interfaces to other wakeup call systems, however it also offers its own wakeup
call system. The wakeup call settings are adjusted to the respective system (see Section
7.1).
● HSC offers an interface to VMS (Voice Mail System) with different options of use.
Please specify your VMS settings here(see Section 7.2).
● When you configure call accounting you can decide if call accounting shall be performed
within HSC based on an internal charge rate file to be imported, if the charging information
from HiPath shall be transferred to the PMS without processing or if an external call
accounting system shall be used via the SCAI interface (see Section 7.3). General settings
for call accounting can be made in Section 7.6.
● You can also use Property Management Systems of other vendors. For this purpose you
can define the settings for the PMS interfaces (see Section 7.4).
● Make your settings to synchronize room statuses in different systems (see Section 7.5).
Clicking the Interface menu item in the Administration menu opens the Interface window on the
HSC desktop. In the Interface window you can navigate to the settings concerning Wakeup
Call, VMS, Call Accounting, PMS, Room Status and Settings. The following sections provide a
detailed description of these settings.
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Interfaces
Wakeup Call Settings
If the guest does not answer the wakeup call, it will be repeated.
You have to configure:
Duration (seconds) of ringtone
Number of repetitions and
Time interval between 2 wakeup call attempts
Currently there are 4 interfaces to internal and external wakeup call systems:
● External wakeup call systems via PMS interface
The PMS (currently only JDS) offers a VMS and wakeup call system of its own. The PMS
performs the entire monitoring and reports each activity (setting, deleting, etc.) to HSC for
display and administration in the Call Control Center. See Section 7.1.1
● Internal Basic/Advanced wakeup call system
A wakeup call is entered by the guest at the device or in the Call Control Center. It is
controlled by HSC, and indicated and managed in the Call Control Center. See Section
7.1.2
● VOICELINK @vantage, wakeup
VOICELINK @vantage offers, among other things, its own wakeup call system. The entry
of the wakeup call can be performed by the guest at the device or in HSC directly or in the
respective PMS (if it supports wakeup calls). VOICELINK @vantage controls the ringing
and reports each activity (setting, deleting, etc.) to HSC for display and administration in
the Call Control Center.
● Xpressions Wakeup
Xpressions offers, among other things, its own wakeup call system. The entry of the
wakeup call can be performed by the guest at the device or in HSC directly or in the
respective PMS (if it supports wakeup calls). Xpressions controls the ringing and reports
each activity (setting, deleting, etc.) to HSC for display and administration in the Call
Control Center.
By means of the variable configuration options the HSC system establishes the
> preconditions for using either the same or various third-party systems for wakeup
call and VMS functions.
Open the Wakeup Call window by clicking on the menu item Interfaces in the Administration
menu and selecting the interface Wakeup Call in the navigation area of the subsequent window.
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Wakeup Call Settings
In the working area of this window the wakeup call systems available for your HSC system are
listed.
By means of Edit … you can enter the required parameters in the subsequent window.
Choose Activate / Deactivate to activate the selected wakeup call system (while at the same
time deactivating the currently activated wakeup call system) or deactivate it.
By clicking Close you leave the window.
> system. After activation of a wakeup call system, you should restart the server.
It is recommended to change the settings first and then to activate the wakeup call
7.1.1 Wakeup Call Settings for "External Wakeup call system via PMS
interface"
A PMS (currently only JDS) offers its own wakeup call system. The wakeup call can be set by
the guest or in HSC. The PMS performs the controlling and reports each activity (setting,
deleting, etc.) to HSC for display and administration in the Call Control Center.
For this wakeup call system no individual settings have to be made.
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Wakeup Call Settings
Figure 7-2 Interfaces - Wakeup Call, Parameters for HSC-Internal Wakeup Calls
The Internal Wakeup Call System window contains the following fields:
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Wakeup Call Settings
Figure 7-3 Interfaces - Wakeup Call - Parameters for Internal CAPI Wakeup Call System
The Internal CAPI Wakeup Call System window contains the following fields:
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Wakeup Call Settings
The Wakeup Call - VOICELINK@vantage Wakeup window contains the following fields:
Source file for info exchange (absolute path)
Absolute path indication for specifying the file in which the wakeup call system stores data
for HSC (this file must be configured in VOICELINK @vantage as "Filename: Transmit
Data".
Destination file for info exchange (absolute path)
Absolute path indication for specifying the file in which HSC stores data for the wakeup call
system (this file must be configured in VOICELINK @vantage as "Filename: Received
Data".
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Wakeup Call Settings
Figure 7-5 Interfaces - Wakeup Call, Parameters for OpenScape Xpressions Hotel
Xpressions port
Port number of OpenScape Xpressions Hotel (default value: 80; generally it is not
necessary to change it).
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Wakeup Call Settings
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VMS Settings
By means of the variable configuration options the HSC system establishes the
> preconditions for using either the same or various third-party systems for wakeup
call and VMS functions.
Open the VMS window by clicking on the menu item Interfaces in the Administration menu and
selecting the interface VMS in the navigation area of the subsequent window.
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VMS Settings
In the working area of this window the VMS avilable for your HSC system are listed.
The following buttons are available for you:
By means of Edit … you can set the parameters for the selected VMS.
Choose Activate / Deactivate to activate the selected VMS system (while at the same time
deactivating the current one) or to deactivate it!
It is recommended to change the settings first and then to activate the VMS system.
> After activation of a VMS system, you should restart the server.
Upon change to a new VMS the mailboxes available in the old system cannot be
taken over into the new system!
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VMS Settings
Figure 7-7 Interfaces - VMS, Text Messages for Guest (Entering in HSC)
In HSC a message is processed by the Call Control Center and then a mailbox symbol is
shown. HSC activates the LED that has been defined for this purpose (see the following
window).
If the guest presses this LED, he will be connected to Front Office. The employee accesses
the message via the symbol in the Call Control Center and reads it.
After reading or deleting the message, HSC deactivates the LED.
(In this setting potential message indications by the PMS are not accepted.)
For administration and description of the mailbox symbols, see User Manual, Chapter 4.
● Entering the text message via PMS
The field "Text message input from Front Office enabled" in the Text message for guest
window is set to "false".
Figure 7-8 Interfaces - VMS, Text Messages for Guest (Entering in PMS)
Via an external PMS a message is recorded, PMS sends the information that a message
is pending to HSSC. In the Call Control Center a mailbox symbol will be displayed. HSC
activates the LED that has been defined for this purpose (see the following window).
If the guest presses this LED, he will be connected to Front Office. The employee accesses
the message via the PMS and reads it.
After reading or deleting the message, HSC deactivates the LED.
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VMS Settings
Figure 7-9 Interfaces - VMS, Parameter for ’Text messages for guest’
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VMS Settings
7.2.2 VMS Settings for "Text messages for guest via PMS interface"
This setting is available for those VMS that are integrated in a PMS (currently JDS). It makes
possible to enter text via HSC or PMS which is read to the guest.
At present 2 variants are offered (depending on the settings in the field "Text message input
from Front Office enabled")
● Entering the text message via HSC
The field "Text message input from Front Office enabled" in the Text messages for guest
via PMS interface window is set to "true".
Figure 7-10 Interfaces - VMS, Text Messages for Guest via PMS Interface (Entering in
HSC)
In the Call Control Center of HSC a message is stored. HSC informs PMS of the availability
of the message, PMS activates the LED via VMS at the phone and HSC displays the
mailbox symbol in the Call Control Center.
If the guest presses this LED, he will be connected to Front Office. The employee accesses
the message via the symbol in the Call Control Center and reads it.
After reading or deleting HSC sends a message to PMS, the VMS will then switch off the
LED.
For administration and description of the mailbox symbols, see User Manual, Chapter 4.
● Entering the text message via PMS
The field "Text message input from Front Office active" in the Text message for guest via
PMS interface window is set to "false".
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VMS Settings
Figure 7-11 Interfaces - VMS, Text Messages for Guest via PMS Interface (Entering in
PMS)
In PMS a message is recorded. The PMS activates the LED on the phone via VMS, informs
HSC and HSC displays the mailbox symbol in the Call Control Center.
If the guest presses this LED, he will be connected to Front Office. The Front Office
employee accesses the message via the PMS and reads it.
After reading or deleting, the PMS sends a message to HSC referring to the display in the
Call Control Center and VMS then deactivates the LED.
Figure 7-12 Interfaces - VMS, Parameter for ’Text messages for guest via PMS interface’
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VMS Settings
As soon as a guest checks in, VOICELINK @vantage is notified by PMS and will create a voice
mailbox for this guest. As soon as a voice message is stored for a guest, VOICELINK @vantage
will switch on the LED and notifies HSC of the display in the Call Control Center.
A text message is recorded in PMS. PMS notifies HSC of the display in the Call Control center,
HSC notifies VOICELINK @vantage and VOICELINK @vantage switches on the LED.
If the guest presses the LED he will hear over a voice-controlled (IVR-menu) whether a text or
voice message is available for him.
In case of a voice message he can listen to the message, delete it, etc. VOICELINK @vantage
switches off the LED and informs HSC of every change.
In case of a text message he is informed that he has to contact Front Office via a key to be
configured, so that the message can be read to him. The employee reads the message via the
PMS, VOICELINK @vantage deactivates the LED.
For a description of the mailbox symbols in the Call Control Center, see User Manual, Chapter
4.
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VMS Settings
The VMS - Voicelink @vantage Messaging window contains the following fields:
Repeat messages
Definition of whether messages of the VMS, whose transmission has failed, shall be
repeated (selection "true") or not (selection "false" = default value).
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VMS Settings
As soon as a guest checks in, Xpressions is notified by PMS and will create a separate voice
mailbox for this guest. As soon as a voice message is stored for a guest, Xpressions will
activate the LED and notifies HSC of the display in the Call Control Center.
If the guest presses the LED he can listen to the message or store it, etc. via a voice-controlled
(IVR)-menu. Xpression will switch off the LED and inform HSC on any change. For
administration and description of the mailbox symbols in the Call Control Center, see User
Manual, Chapter 4.
Xpressions port
Port number of OpenScape Xpressions Hotel (default value: 80; generally it is not
necessary to change it).
Interfaces
VMS Settings
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Interfaces
Call Accounting
> accounting.
If a customer already has a call accounting system, HSC will not be involved in call
To open the Interfaces - Call Accounting window, click Interfaces in the menu Administration
and select the Call Accounting interface in the navigation area of the subsequent window.
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Call Accounting
> After editing or activating a call accounting mode you should restart your server!
7.3.1 Accounting Mode "Internal"
In this accounting mode the raw data (to be configured in HiPath) for all telephone charges
(guest telephones, administrative extensions, telephone boxes) are sent from HiPath to HSC,
saved there and calculated by means of one (several) charge rate file(s). The calculated data
is then transferred to the PMS (the configuration of the individual parameters of the interface
towards PMS depends on the PMS and the protocol used. For details see the description of
the interface to the PMS).
If an extension in HSC is not configured, the rate for guest telephones is used for calculation.
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Call Accounting
Figure 7-18 Interfaces - Call Accounting, Data Flow in Accounting Mode ’Internal’
If you use the HSC-internal call charge accounting, you need at least a charge rate file. You can
generate and import three types of call charge rate files (see also Appendix A):
● A file containing charge rates only
● A file containing the holiday definitions for one (or more) years; such a file is necessary only
if different charge rates are used for the invoicing of telephone calls on holidays.
● A file containing both call rates but also holiday definitions (for one or several years).
The import of at least one charge rate file is obligatory, otherwise the call charges cannot be
accounted (HSC outputs the respective error messages in a separate window directly after the
import into HSC).
If you want to use different charge rates on holidays, you can import a second charge rate file
in which all the holidays of a year are defined.
It is advisable to define the call rates and the holidays in different files and to import
> them separately, since holiday dates and call rates usually are not changed at the
same time.
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Call Accounting
The subsequent window "Internal' contains the following areas and buttons:
Current Charge Rate File
The current charge rate file(s) is (are) shown together with its (their) contents.
The charge rate files listed here determine call accounting for all telephone charges. Older
files are overwritten by the import of new files and therefore no longer displayed.
As soon as the import of a new charge rate file has been finished successfully, this new file
becomes valid (the database entries corresponding to the last valid charge rate file will by
then have been overwritten): As soon as the new file has been imported, it governs the
charge calculation for all telephone services.
Import New Charge Rate File
If you have selected a new file for import using the Browse button, it will be displayed in this
field together with the exact path.
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Call Accounting
By means of the Browse ... button you can search for the requested file. The Open window
(MS Windows default) is displayed. You can search the call charge rate file required by you
in this window. Select the file and click Open. The window is closed and the name and path
of the call charge rate file is displayed in the field Import New Charge Rate File.
During the file import, the HSC system parses the imported charge rate file, checks its
structure and stores the contents of its records in the HSC database. Both the file name
and the contents of the file are displayed in the field Current Call Charge Rate File.
In the case of syntax errors or a wrong structure, HSC displays error messages in a
separate window. These error messages are normally self-explanatory (see also Appendix
A).
> these changes in the original file and import this file again!
If you want to change the contents of the charge rate file, you have to perform
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Call Accounting
If an error occurs, the database rolls back, and the data of the last successfully imported charge
rate file remains valid.
If a charge rate file with a damaged structure is imported, HSC generates an error message for
each structure or syntax error and displays it in a separate field in HSC. In Appendix A all error
messages are listed.
Figure 7-20 Interfaces - Call Accounting, Data Flow in Accounting Mode ’Bypass’
If you have selected "Bypass", click Activate. You do not have to perform additional settings.
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Call Accounting
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Call Accounting
Figure 7-22 Interfaces - Call Accounting, Data Flow in Accounting Mode ’External’
If you use an external call charge accounting system, click Activate and then Edit to be able to
enter the required parameters in the subsequently displayed window.
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Call Accounting
The subsequent window "External' contains the following fields and buttons:
Hostname/IP address.
Name and/or IP address of the computer on which the external call accounting system is
installed.
Port
Port number for the external call accounting system
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PMS Interfaces
By means of Edit … you can enter the required parameters in the subsequent window and then
activate the configured PMS again.
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PMS Interfaces
By means of Activate / Deactivate you can activate the selected Plug-In (while at the same time
deactivating the currently activated Plug-In) or deactivate it. Before deactivation, please make
sure that the connection is closed (see the following note)!
Close connection: Right-click on the active Plug-In and shut down the connection by
> means of the command Close connection in the context menu. In this way the PMS
is notified that the connection between the two system has been shut down. After
deactivating the connection, PMS will save all data records in a buffer storage and
transmit them to HSC after successful initialization.
After reactivation all information will then be sent to HSC.
While this procedure is recommended on principle, it is mandatory when using
Fidelio.
Meaning of Synchronize:
The data supported by the respective protocol (guest data) of the selected (and activated) PMS
are sent to the HSC system. In this process all available data will be transmitted.
If a PMS has been activated and no connection to the PMS is activated, the synchronization
request is temporarily saved in the PMS interface module and only sent to the other system
when the connection has been set up again.
>
This function is important primarily upon the start-up of HSC to be able to transfer
the data already available in the PMS to HSC.
> After activating or editing a PMS you should restart the server!
Changing of the PMS (i.e. Activating another Plugin-In) is a severe intervention into
> the HSC system, since also the structures of the messages to be sent or being
received will change!
You also have to make sure that the master data used are correct and that the active
room statuses in HSC correspond to those used in the new PMS.
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PMS Interfaces
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PMS Interfaces
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Room Status
Port
Number of the communications port of the serial interface (default value: COM1)
Baud rate
Transmission rate for data exchange between HSC and the activated PMS over the
communication port of the serial interface (default value: 9600)
Data bits
Number of data bits that are sent in a packet over the serial interface (numeric between 5
and 8; default value: 8)
Stop bits
Number of stop bits that are sent in a packet over the serial interface (numeric between 1
and 3; default value: 1)
Parity
Defines whether or not the parity is calculated and appended to the data packet. The
permitted (numerical) values have the following meaning: 0 = None, 1 = Odd, 2 = Even, 3
= Mark, 4 = Space (default value: 0, i.e. None)
Flow control
Setting of the flow control mode, the permitted (numerical) values have the following
meaning: 0 = None, 1 = RTSCTS_IN, 2 = RTSCTS_OUT, 3 = XONXOFF_IN, 4 =
XONXOFF_OUT (default value: 0, i.e. None)
> During the store process the connection to the PMS will always be interrupted.
Cancel ignores the entries you have made and reestablishes the status the window was in after
the last save operation.
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Room Status
Open the Interfaces - Room Status window by clicking on the menu item Interfaces in the
Administration menu and selecting the interface Room Status in the navigation area of the
subsequent window.
In this window the names of all 10 room statuses that can be administrated by HSC are
displayed in a two-columns list. Beside the name of the room status you will find a checkbox for
activation/deactivation.
If you have installed OpenScape Xpressions Hotel, only the room statuses defined
> in the Room Statuses window will be transmitted automatically to OpenScape
Xpressions Hotel and can be addressed in the telephone dialog for changing of the
room status (see User Guide, Chapter 9).
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Settings for Call Accounting
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Settings for Call Accounting
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Settings for Call Accounting
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Customizing
Customizing Regarding Work Order Lists and MIS Reports
8 Customizing
The contents and the layout (including language) of each report or list administrated by HSC
are mapped to a number of files of an exactly determined directory structure (with specific
name rules). All the options mentioned above are available by modifying, adding or deleting of
such files and potentially language-specific adaptations in the HSC localization file - without
programming effort and without critical interventions into the HSC system.
All files defining work order lists are located on the HSC server, path
...\HSC\Tomcat\modules\HSC_reporting\reports
in a number of subdirectories.
The analog path for MIS reports is
...\HSC\Tomcat\modules\HSC_misreporting\reports
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Customizing Regarding Work Order Lists and MIS Reports
In such a reports directory an individual subdirectory has to be created for each type of a work
order list or MIS report, which can be selected via the HSC user interface. In this subdirectory
you will find
> an XML file for each report, as well as
> another subdirectory <vorlage> for each template that is assigned to this report, with two
files <vorlage>.jrxml and <vorlage>.properties, specifying the template more accurately
(<vorlage> = any symbolic name of the template).
For each report and/or template newly integrated in the HSC system or changed additional
subdirectories and files have to be integrated into the reports directory (see also Section 8.1,
“Upgrade to a new HSC version”).
The following Figure 8-1 illustrates this directory structure and the naming conventions for
these subdirectories and files. These names are case sensitive!
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Customizing Regarding Work Order Lists and MIS Reports
Figure 8-1 Customizing - Subdirectories and Files by the Example of some MIS Reports
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Customizing Regarding Work Order Lists and MIS Reports
Each of these XML files contains data on the name of the report as well as on the parameters
to be specified as filter criteria (in this example highlighted in blue) as well as specifying which
license is required for the report (indication of a license type from the License Manager, in the
example highlighted in magenta). If, for example, it should be possible to specify more
parameters for one report, an extension of the part of the XML-file, which in our example is
highlighted in blue, is required. For more details and comments on the structure of such a XML
file, see file reportType.xsd, which is located on the HSC server, in the directory
...\HSC\Tomcat\modules\HSC_misreporting\WEB-INF.
The definition and the change of reports (designation (title), filter criteria to be entered as
parameters, layout and scope, …) is performed independently of the language. Adaptation
to the current user interface language is performed by reference to the respective localization
keys in the HSC localization file (in our example highlighted in red). For identical terms that are
used both in the Front Office user interface and in the report (e.g. title, parameter names) also
the same localization keys are used.
Upon the import of new reports and/or new templates into the HSC system it is usually required
to include some new localization keys in the HSC localization file as well as the respective
language-specific texts.
Based on localization keys for the MIS report type serviceTrackingChart, exemplified in Table
8-1, you will see the naming conventions to be observed in this process:
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Customizing Regarding Work Order Lists and MIS Reports
The names of localization keys newly inserted in the HSC localization file should
> always have the string "reporting.custom." at the beginning (e.g.
reporting.custom.mis.newReport.title). This is the only way to make sure that these
localization keys „survive“ upgrading to a new HSC version, where the HSC
localization file is replaced as well.
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Storage for Contents of Guest Console
The above instruction from a <vorlage>.properties file means that for the localization key
reporting.footer.printTime, the text "Printing Time" is always output in the report,
if for reporting.footer.printTime in the HSC localization file no other text is entered
for the currently set user interface language.
For the change of XML structures and designing of templates according to the rules
> of software component JasperReports specific expert knowledge is required.
Therefore you should always commission Professional Services with the execution
of such tasks!
If the new HSC version contains an error correction in a report that is supplied by
> default, but which was subsequently changed by you, maintaining the same name
and the folder structure, this report will be replaced by a corrected variant when the
HSC system is reinstalled; your modifications will be lost in this process!
Therefore always insert additional subdirectories and files into the reports directory
even for changed reports and/or templates!
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Customizing
Storage for Contents of Guest Console
HSC copies the URL definitions and/or the files according to your entries in the Guest Console
Content window (see Section 6.2.1):
● The files containing banners (guest console category = Banner) are stored in
...\HSC\Tomcat\modules\guestconsole\content\banner
● Other files, e.g. PDF files for download (guest console category # Banner) are stored in
...\HSC\Tomcat\modules\guestconsole\content\usefulLinks
● URL definitions are stored directly in the HSC database.
If you do not provide banners and/or links of your own, HSC shows default banners and links
automatically on the guest console.
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Customizing
Storage for Contents of Guest Console
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Appendix A - Generation of Charge Rate Files
File Structure, Embedding into the HSC Database
Characteristics of a record
A record must have the following characteristics:
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● The records to be imported are marked with a record identifier (RID) at the beginning
of the record (at the beginning of a line), followed by data fields.
● Data fields are separated from the record identifier by field separators "|" and identified
by field identifiers (FID). Field identifiers have to be positioned at the beginning of a
data field, i.e. immediately after the field separator.
● A parameter associated with a data field is separated from the field identifier by “:” A
field identifier always has exactly one parameter.
● If there a field identifier occurs several times within one data record, this will not lead
to an error or warning, since it is always the last data field that is valid.
● Characters not allowed within the parameters are: []{}|<>,;?*=!\%':
● Blanks at the beginning of a line are not allowed, while blank lines are allowed.
● An “#” at the beginning of a line marks the line as comment. All characters are
permitted in a comment line.
● For completion of a record press <Enter>.
RID Meaning
# Comment
IV Import Version
CA Carrier
RA Rate
TZ Time Zone
TS Tariff Structure
TN Target Number
HO Holiday
Table A-1 All Records for Import Version “2.0”
Depending on the contents of the CA-record, it is possible to create charge rate files with
different structures:
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Appendix A - Generation of Charge Rate Files
File Structure, Embedding into the HSC Database
Comments:
*) Variant 1 means: Calculation Mode = Unit * Unit Price (CM = 2) applies to all CA-records.
Charge calculation is conducted directly by units * units price” (see also Appendix A.2.2, “CA
Record (CArrier)”).
**) Variant 2 means: Calculation Mode = Unit * Unit Price applies not to all CA-records. Charge
calculation is conducted in accordance with target number table (CM = 1 or 3) (see also
Appendix A.2.2, “CA Record (CArrier)”).
RID Comment
# Optional
IV Mandatory
HO Mandatory
Table A-3 Record Types for Import Version “2.0HO”
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A.2.1.1 General
The import version prevents the import of new import formats from older HSC versions. This
record must be the first record in the import file. It may be preceded by comments, however.
A.2.2.1 General
For each carrier a CA record is created in the database. This record is used to assign prices to
the carrier for the calculation method “tariff units * tariff unit price”.
In a charge rate file, you can define three different charge rates:
● Standard unit price (UP) (for extension type = “Room” or “Cordless”; usually valid for guest
calls)
● Administrator unit price (Admin unit price, AUP) (for extension type = “Lobby”, “Employees”
or “Attendant”; valid for telephone calls made by hotel employees)
● Telephone box unit price (BUP) (for extension type = “Box”; valid for telephone box calls)
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Appendix A - Generation of Charge Rate Files
Description of Record Types
Examples:
CA|ID:Telekom|UP:2200|SD:01|CM:1|FB:Arcor
CA|ID:Arcor|UP:2200|AUP:1200|BUP:3200|CC:01070|CM:2|FB:Telekom
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SD Yes/No 1-6 always String Default: - Carrier starting digit for this carrier.
the same Should be unique for each carrier.
The field is mandatory if no call-by-
call number has been specified,
otherwise it is optional.
CM No 1 Numeric Allowed: This field has an impact on how
-1 charges are calculated.
-2 - CM = 1 -> "target number table,
-3 no tariff change taken into
consideration”
- CM = 2 ->
"Units *unit price"
- CM = 3 -> "Target number table,
with tariff changes taken into
consideration"
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Appendix A - Generation of Charge Rate Files
Description of Record Types
A.2.3.1 General
The RA record is used for creating a tariff. Pulse times and the associated pulse prices are
assigned to this tariff.
Examples:
RA|ID:Telekom 150|R1:150|T1:1200|RN:150|TN:1200
RA|ID:Telekom Tarif|FT:10|R1:10|T1:2200|AR1:5|BR1:5|R2:12|T2:2200|AR2:10|RN:150|TN:
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Appendix A - Generation of Charge Rate Files
Description of Record Types
A.2.4.1 General
The TZ record is used for creating a time zone. The time zones are specified by means of the
fields ST (start time), ET (end time), and VD (valid days).
Examples:
TZ|ID:WE 12-24|ST:1200|ET:2359|VD:96
TZ|ID:FT 0-24|ST:0000|ET:2359|VD:128
TZ|ID:Immer|ST:0000|ET:2359|VD:255
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A.2.5.1 General
The TS record is used for creating a tariff structure. The fields TZ and RA are used to create
time zones in pairs with tariffs of the tariff structure.
Examples:
TS|ID:Telekom 150|TZ:Woche 00-12|RA:Telekom 150
TS|ID:Telekom 150|TZ:Woche 12-17|RA:Bsp Tarif
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Appendix A - Generation of Charge Rate Files
Description of Record Types
A.2.5.3 Dependencies
Time zone IDs and tariff IDs must have been created before they can be referenced in the TS
record. There is no multiple parsing via the import file.
A.2.6.1 General
The TN record is used to create a target number (e.g. country code, local area code). Carrier
and tariff structure are assigned to a target number.
Examples:
TN|NO:002302|CA:Telekom|TS:Telekom 150|NA:Witten|CT:2
TN|NO:02381|CA:Telekom|TS:Telekom 150|NA:Hamm|CT:1
TN|NO:000361|CA:Telekom|TS:Telekom 150|NA:Budapest|CT:3
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A.2.6.3 Dependencies
Carrier IDs and tariff structure IDs must have been created before they can be referenced in
the TN record. There is no multiple parsing via the import file.
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Appendix A - Generation of Charge Rate Files
Description of Record Types
A.2.7.1 General
The HO record is used to create a holiday. The date entered is checked for its plausibility during
parsing.
Example:
HO|NA:AscensionYE:2004|MO:5|DA:20
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Appendix A - Generation of Charge Rate Files
HSC Error Handling during Charge Rate File Import
A.3.2.1 Warnings
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Appendix A - Generation of Charge Rate Files
Example for a Charge Rate File
12 Rollback of database was not An error was found while parsing the charge
successful. The charge rate table in rate file. The values saved so far could not be
the database is inconsistent now! invalidated. The database is inconsistent!
13 Charge rate file structure is wrong: - CA|ID:Telekom|UP:2200|AUP:1200|
Import version record must be the BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
first record!
- IV|2.0
14 Imported charge rate file is empty.
15 Unknown record. - CP|ID:Telekom|UP:2200|AUP:1200|
BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
16 Entry is already stored in the - CA|ID:Telekom|UP:2200|AUP:1200|
database. BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
- CA|ID:Telekom|UP:2300|AUP:1200|
BUP:3200|CC:1515|SD:02|CM:2|FB:Matav
17 Different length of given parameter - CA|ID:Telekom|UP:2200|AUP:1200|
values. BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
- CA|ID:Matav|UP:2200|AUP:1200|
BUP:3200|CC:1717|SD:1|CM:1|FB|Telekom
Table A-13 Error Messages during Charge Rate File Import
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TZ|ID:Holidays 00-24|ST:0000|ET:2359|VD:128
#RATES
RA|ID:Tariff01|FT:0|R1:20000|T1:60|R2:10000|T2:60|R3:5000|T3:60
RA|ID:Tariff02|FT:0| T1:60|R1:40000|AR1:40000|BR1:40000
RA|ID:Tariff03|FT:0|R1:15000|T1:60|R2:10000|T2:120
RA|ID:Tariff04|FT:0|R1:80000|T1:60
#TARIFFSTRUCTURES
TS|ID:Structure1|TZ:Business days 06-18|RA:Tariff03
TS|ID:Structure1|TZ:Business days evenings 18-24|RA:Tariff01
TS|ID:Structure1|TZ:Business days mornings 18-24|RA:Tariff01
TS|ID:Structure1|TZ:Weekends 00-24|RA:Tariff02
TS|ID:Structure1|TZ:Holidays 00-24|RA:Tariff02
TS|ID:Structure2|TZ:Always 00-24|RA:Tariff04
#TARGETNUMBERS
TN|NO:1|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:2|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:3|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:4|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:5|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:6|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:7|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:8|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:9|NA:local|CA:Arcor|TS:Structure1|CT:1
TN|NO:0|NA:national|CA:Arcor|TS:Structure1|CT:1
TN|NO:0043|NA:Austria|CA:Arcor|TS:Structure2|CT:3
TN|NO:0049|NA:Germany|CA:Arcor|TS:Structure2|CT:3
#HOLIDAYS
HO|NA:Christmas|YE:2004|MO:12|DA:25
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Appendix A - Generation of Charge Rate Files
Example for a Charge Rate File
HO|NA:Christmas|YE:2004|MO:12|DA:26
A.4.1 Comments
The call is qualified in line CARRIER via the trunk line number (SD).
This means at SD:0 (Starting Digit = Trunk line number = 0) calculation method 3 (CM:3) is
used for the carrier Arcor (ID:Arcor). CM:3 is based on the call duration with changing call
duration units and prices.
For SD:1 (Carrier Telekom) CM:2 applies, i.e. call units x pulses, where UPF, AUP and BUP are
the prices per pulse from guest rooms (UP), administrative devices (AUP) and telephone box
devices (BUP).
If the trunk line number is 0 (CM:3), the system will first browse the target number table
(TARGETNUMBERS - TN) of the respective carrier (here Arcor).
The element to be connected is the ID of the carrier entry.
The system searches for the nearest match of the leading digits of the dialled number.
Based on this number the call gets another tariff structure (TARIFFSTRUCTURE - TS). In the
tariff structure table it is stored at what time zone (TIMEZONE - TZ) what rate (RATE - RA)
applies.
Of course the respective time zones (TZ) have to be defined before, as is the case with the
respective rates.
The linking element between the tables is always the entry referring to the ID.
Each rate (RA) has a free time [FT (free time)], where the call causes no costs. Then there is
the call duration with rate R1 - unit T1.
This fixed rate is used at CM:1. At CM:3 further Rn - Tn pair can be configured and different
prices can be assigned to different call duration units. The final pair then is valid for all
subsequent times.
Also here it is possible to distinguish between administrative and telephone cell units with ARn
/ BRn in a time frame Tn.
The time zone TZ has an ID and begins at a start time (ST) and ends at an end time (ET). The
parameter VD defines the valid days (VD). Here a bit encryption is executed - where
Monday = 1, Tuesday = 2, Wednesday = 4, Thursday = 8, Friday = 16, Saturday = 32, Sunday
= 64 and holidays (HO - holidays) = 128.
[Business days are Mo+Tue+Wed+Thu+Fr = 1+2+4+8+16 = 31]
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Example for the numbers 0 - 722 12345 Wednesdays at 13.00 hrs, 95 sec:
-> Carrier CA:Arcor -> TS:Structure1 -> TZ:Business days 06-18 -> RA:Tariff03:
RA|ID:Tariff03|FT:0|R1:15000|T1:60|R2:10000|T2:120
-> No free time; Euro 1.50 for the first 60 seconds, plus Euro 1.00 for the first 120 seconds
started. The call is calculated with Euro 2.50 !
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List of Abbreviations
List of Abbreviations Y
Abbreviation Definition
ACSE Application Control Service Element
AS Application Server
ATM Asynchronous Transfer Mode
BUM Berechtigungs-Umschaltung
CA Carrier
CAP Common Application Platform
CAPI Common Application Programming Interface
CCC Call Control Comments/Commands
CDP Charge Data Processing
CDR Charge Data Record
CLA Customer License Agent
CLM Customer License Management
CMI Cordless Multicell Integration
CR Change Request
CSTA Computer Supported Telecommunications Application
CTI Computer Telephony Integration
DND Do Not Disturb
DST Display Service Tracking
DUBAI Dedicated Universal Business Application Interface
FAMOS Fernadministration (Interface for HiPath)
GUI Graphical User Interface
HAC Hotel Attendant Console
HSC Hospitality Service Center
HLM HiPath License Management
HO Holiday
IIS Internet Information Services
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List of Abbreviations
Abbreviation Definition
IMAP Internet Message Access Protocol
IV Import Version
IVR Interactive Voice Response Unit
JRE Java Runtime Environment
MIS Management Information System, local manager
MWI Message Waiting Indicator
ODBC Open Database Connectivity
PABX Private Automatic Branch Exchange
PBX Private Branch Exchange
PDA Personal Digital Assistant
PLC Programmable Logical Controller
PMS Property Management System
RA Rate
RAM Random Access Memory
RCG Route Control Groups
SCC Service Control Center
SOAP Simple Object Access Protocol
SP Service Provider
TN Target Number
TS Tariff Structure
TZ Time Zone
UM Unified Messaging
VMS Voice Mail Server
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Index
Index Z
A room 3-5
Administration search 5-20
general settings 3-1 Change
Administration functions priority 2-10
assignment of HSC objects 2-7 Charge rate file 7-22
buttons 2-5 create A-1
context menu 2-6 error handling A-14
how to use 2-4, 2-9 error messages A-16
overview 2-4 generation A-1
Administrator unit price A-4 warnings A-15
Assignment Combo box 2-1
categories - service text 5-13 Configuration
employees - category 5-23 category 5-19
role - rights 4-5 department 5-17
service texts - category 5-22 employee 5-23
service texts - service type 5-8 service satisfaction level 5-14
service types - service text 5-14 service text 5-9
Assignment of HSC objects 2-7 Service Tracking
work steps 5-3
B service type 5-5
Blocking message, Message Handler 4-11 Content Management, web portal 6-1
Buttons Context menu
for administration functions 2-5 administration functions 2-6
for assignment of HSC objects 2-7 Country
ISO code 3-17
C settings 3-15
Call Accounting 7-19 Customize
bypass 7-24 MIS reports 8-1
external 7-25 work order lists 8-1
internal 7-20
settings 7-34 D
Call Control Date-picker 2-2
settings 4-16 Deletion of HSC objects 2-10
Call queue Department 5-3
settings 4-15 configuration 5-17
Category 5-3 parent 5-19, 5-21
assignment employees 5-23 search 5-18
assignment service texts 5-22 Drop-down list box 2-1
configuration 5-19
relevant for Service Tracking 5-20, 5-21
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