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Alcatel-Lucent OmniPCX EnterpriseStandard Offer
October 2017 Offer - Ed.1 with October 2017 Golden RFP
Ref.: ENT_MLE_032575EN
ALE International All Rights Reserved © ALE International
2017
Copyright © ALE International 2017. All rights reserved
Passing on and copying of this document, use and communication of
its contents not permitted without written authorization from ALE
International.
Notice:
The information presented is subject to change without notice. ALE
International assumes no responsibility for inaccuracies contained
herein.
Copyright © ALE International 2017.
Disclaimer
This documentation is provided for reference purposes only. While
efforts were made to verify the completeness and accuracy of the
information contained in this documentation, this documentation is
provided “as is” without any warranty whatsoever and to the maximum
extent permitted.
In the interest of continued product development, ALE International
reserves the right to make improvements to this documentation and
the products it describes at any time without notice or
obligation.
Who Should Use this Document?
As an introductory offer, this document can be used by ALE
International vendors, clients, partners and associates involved
with the implementation of ALE International systems.
(to remove all text formatted with a specific MS Word style (Golden
RFP questions and answers), select one word in such a format,
right-click and select: style/select all text with similar style,
then press the "delete" key on your keyboard)
This standard offer is the reference document including tags and
questions for Golden RFP.
ENT_MLE_032575EN-ed1_2017-10
Changing the hospitality conversation
For Golden RFP; For Solution Handbook; For Customer proposal (OXE,
OXE+OTMS)
[SO: OXE 12.2.x – OT 2.3.x] [Changing the hospitality
communication]
What would be the most efficient ways to promote the comfort and
services available to our guests?
ALE International Response:
Guest experience economy is catching up and rapidly, overcoming
traditional marketing, with billions of impressions shared daily on
travel sites, which are some of the most popular sites on the
internet. Guests are becoming editors in-chief of their own travel
blogzines and, incidentally, your marketing voice. Give them a
unique experience, and they will share it with the entire web — if
you can provide them with the necessary bandwidth to speak
instantly and support their message with striking (and heavy)
visuals. The digital guest experience is an exponential reflection
of their real life: the make-or-break choice and judgment criterion
that is even more important than a comfortable bed and breakfast.
This is where we can help.
[End of response]
Our solutions improve hospitality conversation
For Golden RFP; For Solution Handbook; For Customer proposal (OXE,
OXE+OTMS)
[SO: OXE 12.2.x – OT 2.3.x] [Improving hospitality
communication]
In which ways can your offer benefit our hospitality
business?
ALE International Response:
From multimedia to personalized services on the smart deskphone
next to a guest’s bed or on the guest’s own device, ALE
International provides a broad spectrum of services that enhance
your guests’ experience while lowering your operating costs. Hotel
employees, managers and IT personnel can also develop and offer new
services, generating additional revenue while promoting customer
loyalty.
Differentiation at best cost has made our solutions successful in
the hospitality sector for over twenty years. All our applications
and services comply with the latest technology standards, enabling
interconnection with existing networking environments, as well as
with popular third-party applications, such as notification
systems, alarm management and hospitality phones. In addition, our
solutions integrate with property management systems (PMS), call
accounting and workflows to make sure your business gets a valuable
return for your investment in all your guest services.
[End of response]
For Golden RFP
Which hospitality market segment do you address with your
offer?
ALE International Response:
ALE International offers end-to-end solutions covering the entire
guest experience:
· From budget hotels with standard hotel services and network
integration platform, to high-end hotels with applications such as
the Smart Guest Application or Mobile Guest Softphones for advanced
services and a memorable guest experience.
· This is a unique offer on the market that may be deployed in CPE
mode or in the cloud including our unique occupancy-based
model.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Telephony and hospitality combined
solutions] Can you offer an all-in-one solution including telephony
and hospitality services?
ALE International Response:
The OmniPCX Enterprise Communication Server offers a standard based
open-distributed communications server for both medium and large
enterprises, managing traditional and IP configurations at the same
time. With a capacity of 15,000 to 100,000 users, the OmniPCX
Enterprise Communication Server is one of the most scalable
advanced business communication systems.
The OmniPCX Enterprise Communication Server is designed with IP at
the core, allowing fully distributed IP solutions across data
networks. Its unique media gateway architecture also allows
traditional TDM or mixed IP-TDM configurations.
This IP network may include one or more Local Area Networks (LANs)
or local networks linked via public networks to and from Wide Area
Networks (WANs).
The OmniPCX Enterprise Solution is a complete offer that
includes:
· State of the art telephones services
· Hardware solutions (Media-Gateways) to create or complement a
network
· Desk Phones (wired and wireless) and softphones
· Embedded applications to facilitate communications inside and
outside businesses
· A standard Contact Center solution
· Value added applications to run specialized services (Hotel,
contact-center)
· API interfaces for external applications to use in conjunction
with an ALE International or a non- ALE International solution
(API)
The OmniPCX Enterprise Communication Server integrates a
hospitality application providing a consistent group of features,
designed to address the following needs:
· Handling guest arrivals and departures
· Handling group arrivals and departures
· Managing wake-up calls
· Configuring dynamic hotel suite configurations (in a guest-based
configuration)
· Billing calls (itemized and global) from rooms (two currencies
are available)
· Real-time tracking of guest telephone credit (deposit)
· Verifying and tracking of room status
· Managing room service
· Managing waiting messages
The OmniPCX Enterprise Communication Server is complemented by
dedicated hospitality assets, to enrich guest experience and
safety. It provides the following services:
· Smart Guest Application
· Mobile Guest Softphone
· OpenTouch Notification Services
· Emergency Notification Server
· Alcatel-Lucent Voice Broadcast server
The OmniPCX Enterprise hospitality software can also work with 3rd
party solutions certified by Alcatel-Lucent Application Partners
Program (AAPP) to offer comprehensive hotel solutions that can
better fit specific requirements in this market:
· Property Management Systems
· Call Accounting Systems
· Hospitality dedicated terminals
[End of response]
OmniPCX Enterprise Communication Server
For more information on the various components of the OmniPCX
Enterprise Communication Server and all related services, see:
Chapter 2 – Offer packages, Chapter 3 – System services and Chapter
14 – Hardware components.
Hospitality Software
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software]
Can you provide a PBX with special features to cover advanced
telephony requirements as well as the management of our hospitality
services?
ALE International Response:
The Alcatel-Lucent Telephony Hospitality offer is based on the
OmniPCX Enterprise and the Hospitality Software which is embedded
in its software.
This software provides services to two different types of
users:
· Administrative staff:
Hotel staff members have access to every feature offered by the
OmniPCX Enterprise system. Many people in the administrative staff
may not have an individually assigned fixed telephone position.
They are shift workers who use a telephone set dedicated to a
position or function (e.g. front desk, room service, etc.)
Administrative telephone sets provide the maximum possible amount
of information regarding guests, such as the guest name and room
number. Other useful information such as the language they speak
and a possible VIP status can be useful to improve guest service
levels.
· Guests
Guests are never trained to use their room telephone and do not
have the time nor the will to process complicated procedures just
to place or receive a call. As a result, guests expect simplicity
of access to basic telephony functions, and user-friendly
ergonomics.
In the ALE International offer, all the telephones of the current
Alcatel-Lucent range, are compatible with hospitality usage.
Particularly in a hotel context, the 8088 Smart DeskPhone is very
much appreciated for its design and its potential of customizing
the screen display of information and features. This display
provides an excellent platform for the additional services that the
hotel or hospital can provide.
[End of response]
ALE International Response:
· Room occupancy: occupied or vacant (automatically updated by
guest check-in/check-out and room assignment commands
· Room status: up to 10 possible statuses: to clean, being cleaned,
cleaned, ready (or customizable statuses). Automatic and manual
updates are available
· Voice guides in up to four languages
· Wake-up calls: pre-programmed key or prefix or set by attendant,
with acknowledgement provided by a voice guide, snooze feature
(four additional wake-up calls)
· Do not Disturb: pre-programmed key or prefix or set by attendant,
acknowledgement provided by a voice guide, incoming calls routed to
the attendant (except for wake-up calls)
· Set lock/unlock: protection against misuse, PIN requested to
unlock the phone
· Phone booth: monitored by the attendant and transferred to
guest's bill
· Privacy: guest names and numbers may be masked when making
internal calls
· Messages indicated by LED, automatic routing to mailbox if
desired
· Call forwarding: to mailbox or internal/external number,
immediate or delayed
· Greeting customization
· Multi-dispatching room service
[End of response]
Guest room configuration
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software –guest room
configuration] Can your hospitality system support multiple phones
per room in suite mode?
ALE International Response:
The hospitality software provides different room
configurations:
· The Hotel Suite (multiple telephones/multiple lines/multiple
rooms) can consist of an association of up to of five phones
(mobile Reflexes, Premium DeskPhones, 8088 Smart DeskPhone, 8012
DeskPhones and/or analog sets). All the phones share the following
phone characteristics: make calls between room sets, incoming calls
make all free sets ring, do not disturb applies to all suite sets,
voice message notification is activated on all room set and wake-up
services ring all the suite sets, but individual wake-up still
remains available. There are two ways to implement multiple line
scenarios:
· Using special two-line analog sets
· Installing multiple telephone sets (analog, digital or SIP),
using the OmniPCX Enterprise to provide the multiple extension
service
· The Room consists of an association of up to three analog phones
using a single line or a unique digital/IP phone
· The Booth is a telephone positioned in the public areas and is
accessible to guests and staff, provided a code is used
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software –voice mail] Do
you offer an integrated voice mail system, adapted to hospitality
needs? If yes, what are its standard features?
ALE International Response:
ALE International voice messaging solutions provide a unique
integration with a PMS (Property Management System), thereby
freeing administrative personnel from multiple actions at the
check-in or check-out of a guest. Voice mail services are provided
via the A4645 solution.
The A4645 VMS (Voice Messaging System) is a powerful software
application designed to be integrated in the OmniPCX Enterprise
Communication Server for more efficient deployment and management
of messaging and greeting features
Available to all end-users; whether they use fixed or mobile sets,
covering all business sectors and activities, the A4645 VMS
provides natural interactive messaging to ensure a high level of
company «welcome» management.
The A4645 VMS is the best suited, cost effective voice mail
solution for systems based on Common Hardware platforms or
Appliance Server or running on a virtual machine.
The A4645 VMS can be embedded in an independent hardware platform,
virtualized, or fully integrated on the same hardware platform as
the OmniPCX Enterprise Communication Server.
The A4645 VMS is a multi-service voice application. It makes it
possible for callers to leave a message in a user voice mailbox
when the user is busy or away, so that messages are never missed.
Voice prompt menus help mailbox owners by providing contextual
options to manage the service. End-users can manage their mailbox
more quickly and easily. Their set display offers the relevant
contextual options, which can be selected via soft keys.
The A4645 VMS also offers the following services:
· Voice mail messaging features that allow the owner of a mailbox
to send messages to other voice mail users. A large range of
options are available to assist the mailbox owner:
· Message forwarding to one or several correspondents
· System distribution list to send messages simultaneously to
multiple destinations
· Importance level of the message
· Verification of message distribution (acknowledgement when
correspondents have listened to the voice message)
Each user can program their desired type of acknowledgement (for
example notification by their telephone ringing)
· Automated Attendant features that allow the voice mail system to
automatically: answer incoming calls, transfer them to a requested
number or requested mailbox, and present general company
information
· Information messages to present company information (opening
times, description of departments (e.g., marketing, etc.) to be
played to callers. This service involves implementation and
configuration of specific automated attendant parameter
settings
· Specific services for mobile users, which enable a caller to
select various options (offered by the Ubiquity assistant) when the
caller cannot reach the requested user. The configuration of
specific automated attendant parameter settings creates the
Ubiquity assistant
In addition to these services, the A4645 VMS can provide the
following advanced services:
· A4645 IMAP access, which allows mailbox owners to consult their
voice mail from an e-mail client, via the IP network, thanks to the
implementation of an Internet-standard protocol, IMAP4 (Internet
Messaging Access Version 4).
· A4645 Networking service, which enables the A4645 VMS node to be
connected to several other voice mail system nodes (A4645 VMS,
OpenTouch voice messaging or a voice mail from another
manufacturer) over the IP network
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software –voice mail] Do
you offer specific voice mail features for hotel guests?
ALE International Response:
· Guest mailbox allocation/deletion at check-in/out
When guests check in, a mailbox is automatically assigned to them,
with a password and their desired language. Guests can record their
name on initial connection to their mailbox. The password allows
access to the mailbox from their hotel room. When guests check out
or change rooms, their mailbox is automatically moved to the new
room, or deleted. Guest mailboxes can have a longer lifespan than
the actual telephone, which allows the retrieval of messages after
the guest has left the room.
· Simplified guest mailboxes
The voice mail service offers guest mailbox services commonly used
in hotel environments.
Guest mailboxes have a limited set of services, compared with those
offered by a standard mailbox. Restrictions include:
· Messages in the guest mailbox cannot be archived
· Guests connected to their mailbox cannot send messages to another
guest mailbox
· Messages cannot be copied for other mailbox owners
· The mailbox owner cannot modify the name and password
· Multiple language
Alcatel-Lucent voice messaging systems provide up to seven
simultaneous languages, including Arabic and Japanese. This
represents a key advantage for high-end hotel chains.
· Wake-up
To use this feature, the user dials the wake-up code, which prompts
to enter the desired wake-up time and (optionally) the number of
the phone to call. The voice message confirms wake-up/reminder
time. This announcement is repeated three times (if the user does
not hang up).
On wake-up/reminder execution, the OmniPCX Enterprise Communication
Server connects to the voice mailbox. All wake-up/reminder calls
programmed for the same time and in the same language are
transmitted from the same port of the voice mailbox. When the user
picks up the phone to answer the call, the system plays a voice
guide explaining that it is a wake-up/reminder call and giving its
programmed time.
Characteristics:
· The OmniPCX Enterprise Communication Server performs all wake-up
operations (program and storage)
· The voice mailbox only plays the wake-up voice guide in the
selected language
· A voice guide is available to confirm wake-up time
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software –voice mail] Can
your PBX operate with the third party Property Management System I
have (or plan on buying)?
ALE International Response:
The Alcatel-Lucent Hospital Link (AHL) is a computer link used to
access the OmniPCX Enterprise, for hotel/hospital features only,
from an external PMS computer.
The AHL link enables the front office computer to incorporate
telephone features in hotel/hospital management. The AHL link works
on V.24 or TCP/IP Ethernet, CTI lines.
For each transaction, an acknowledgement is sent back by the other
system.
Messages from the Communication server
Messages from the external application
· Call ticket
· Guest telephone account
· Assignment of voice mail facilities
The Alcatel-Lucent Applications Partners Program certifies many CMS
and PMS publishers. The complete AHL protocol is only available to
developers who have a partnership contract with ALE
International.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software –guest services]
Can you list and briefly explain the services your system can offer
to our guests?
ALE International Response:
1.1.1.1 Direct outward dialing (DOD)
Direct outward dialing (DOD) provides direct dial access to an
external line, eliminating the need to go through an attendant to
make phone calls.
1.1.1.2 Direct inward dialing (DID)
Direct inward dialing (DID) provides direct dial access to the
guest room, eliminating the need for an external caller to go
through the attendant to call a guest.
1.1.1.3 Cyclical DID
DID assignment at check-in is a feature of a guest-based
configuration. The oldest used DID number is automatically assigned
to the newest guest. This circular assignment of DIDs helps to
prevent a new guest from being disturbed by an external phone call
addressed to the previous occupant. Cycling of DIDs can be
managed:
· By a hotel terminal
· Through the AHL by an external application such as CMS or
PMS
1.1.1.4 Speed dialing
Room service, front desk, bar, restaurant, or laundry service can
be called by dialing one or two digits or by pressing a
pre-programmed key. A time delay is implemented when a digit is
also used as first digit for another number, for example: room
"2602" and room service "2".
1.1.1.5 Redial key
All advanced Alcatel-Lucent sets offer a redial key. This can be
used to redial the very last number dialed on the set or access a
list of the eight numbers previously dialed.
1.1.1.6 Unanswered calls
Unanswered calls can be stored and viewed on the guest set. When a
set is shared between several guests, the guest secret code is
requested to consult these calls.
1.1.1.7 Call forwarding
Calls to a room set can be forwarded by guests and hotel staff.
Depending on the user choice, calls can be forwarded:
· When the set does not answer
· When the set is busy
· In all cases
· The set voice mailbox
· Another set in the system
1.1.1.8 Do not disturb (DND)
When a guest activates the Do not disturb (DND) feature, by using a
prefix or a pre-programmed key, the phone is considered busy for
internal and external calls. But this telephone can still be used
to make calls. Hotel staff may also program a Do not disturb on a
guest set from the hotel terminal or from their own set. When
picking up the telephone, the guest is played a voice prompt
indicating that the handset is in DND. The set display, if
available, also indicates the status of the set (either with a
permanent display on 8012 DeskPhone, IP Touch 4008/4018 and 4019
Digital Phone sets, or as a pop-up window and the Info page on
advanced sets).
Wake-up and message information remain available. For security
reasons, attendant calls and fire alarms may override DND. If there
is an attendant call, the attendant console indicates the:
· Call source (calling party)
· DND icon
· Number of the handset in DND (called party)
The rooms in DND status may be listed and printed from the hotel
terminal.
1.1.1.9 Wake-up or reminder calls
Guests may program a wake-up or reminder call directly from their
room handset, by dialing a prefix or pressing a pre-programmed key.
They are guided by voice prompts and the wake-up time is
automatically confirmed. Hotel staff may also program a wake-up for
a guest from the room service handset, the attendant console or the
hotel terminal. The maximum number of wake-up calls programmed per
room or guest is four. The requested wake-up call can be listed and
printed from the hotel terminal.
Wake-up call can be presented on the room/cabin phones
(40x8/40x9/80x8/80x9) with a regular ringing or with a soft
music.
When guests answer the wake-up call, they hear music or a voice
prompt presenting the wake-up time. An information record for the
call is simultaneously printed on the wake-up printer. If there is
no answer to the wake-up call, the OmniPCX Enterprise application
calls again later. The time before another attempt is made is two
minutes, but the recall timer can be adjusted. If there is no
answer after the second wake-up call, an alarm message is sent to
the wake-up printer.
Wake-up/appointment management of room is also possible from
4068/8068 DeskPhone Attendant sets.
1.1.1.10 Voice mail services
Check-in/Check-out
At check-in or checkout, the OmniPCX Enterprise application
interprets PMS or CMS commands, carried over an AHL link, and
assigns a mailbox to a guest, if required. The creation of a
mailbox does not require room assignment. In a guest-based
configuration, pre-check-in allows entering the guest into the
database without assigning a room, and create their mailbox.
Mailbox
The Alcatel-Lucent integrated voice mail application (A4645VMS)
offers advanced hospitality voice mailbox service. At first
off-hook, the guest is directed to the voice mail and invited by
the application to record a name and a greeting message. The user
can then take advantage of the following features:
· Friendly guest user interface:
· Short, clear, and concise prompts
· Automatic saving of the messages listened to. Messages are saved
for a configurable period of time (time related to message length
and message storage time)
· Main voice mail features include:
· Replay a message
· Archive a message
· Erase a message
Room move
In a guest-based configuration, guests may move to another room and
automatically retain their mailbox, with no changes required by the
hotel staff or the guest. When a guest changes extension number,
the mailbox number is changed accordingly.
Deferred mailbox deletion
Guests can review their messages after checkout time. This feature
is active only when the mailbox contains new messages at checkout
time. The extendable lifetime of a mailbox is a system parameter.
When the next guest checks into the room, previous messages are
deleted.
1.1.1.11 Call restriction
The guest room call restriction feature provides the following
services:
· Automatic DID deactivation: It is possible to route external
incoming calls to the attendant during a fixed period of time, when
the guest wishes not to be disturbed by direct dial calls.
· Inter-room call restriction: Inter-room calls may be restricted
during a daily fixed period of time. Any inter-room calls may also
be rerouted to the attendant console.
· Manual phone lock-unlock: A guest can lock or unlock the room
phone by dialing a prefix (or pressing a programmed key). The user
is guided by voice prompts while setting up this service.
· Automatic room phone locking: After "N" wrong attempts, the room
phone can be automatically locked.
1.1.1.12 Message on free or busy phone
A guest can receive an information message originating from
the:
· Message service or attendant console
· External application through AHL
· Front desk terminal
The message lamp, if available, flashes after a message is
received, and the message may be collected automatically. When the
device goes off-hook, the guest receives a routing tone and is
connected to the message service or to the message originator
(voice mail, etc.) after a programmed time.
1.1.1.13 Privacy
The privacy feature allows anonymous calls between guests. Caller
information is not displayed on the room phone, but remains
available for hotel staff, room service, and the front desk.
1.1.1.14 Dual-line, consultation call, broker call, transfer and
conference
The dual line feature allows a guest to receive a second call when
on a prior call. The guest can answer the second call and can go
back to the first call. The guest may set up a conference or
transfer the call.
The menu page of advanced sets provides access to all these
options.
1.1.1.15 Room move
In a guest-based configuration, a guest can change rooms without
checking out, by using the "auto-assignment feature" which easily
changes the room number. All guest characteristics, parameters, and
services are automatically transferred to the new room.
1.1.1.16 Partial check-out
In a guest-based configuration with partial checkout, a guest may
check out of a hotel without canceling phone services. This is
convenient for guests who will return and want to keep the same
phone service. Items such as password, DID number, or voice mailbox
are available when the guest returns. These may be temporarily
assigned to a second guest until the first guest returns to the
hotel. When the first guest returns, they can retrieve all their
messages even if the room they are checked into is different from
the previous one.
1.1.1.17 Multiple languages
The OmniPCX Enterprise application is multilingual. Up to eight
different languages may be used on telephone displays and for voice
prompts. The language of the guest is recorded at check-in and a
letter indicating this language is displayed on staff sets whenever
the set is called or calls reception.
1.1.1.18 House phone
A guest may also call from a house phone. Two options are
available:
· Using a personal password: guests enter their room or guest
number (in a guest-based configuration) and the personal password
they were assigned at check-in. The room or guest bill is
automatically updated at the end of the call.
· By attendant console: guests indicate to the attendant their room
or guest number (in a guest-based configuration) and the number
they want to reach. The room or guest bill is automatically updated
at the end of the call.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Hospitality software –front office
services] How can your system help our employees be more
efficient?
ALE International Response:
1.1.1.19 Individual check-in
· Room number
· Mailbox assignment: Y/N
· In a guest-based configuration, a guest number is required, but
may be automatically assigned by the application at check-in
· Guest name
· Language spoken
· Type of occupancy of the room (single or multiple)
· Value of the initial payment (deposit)
· Authorization or restriction of direct access
· Time of wake-up call (if desired)
After check-in, metering counters are reset to zero. The previous
activated services, such as DND or wake-up call and wake-up message
are canceled. The room status is updated and the client name is
changed and can be reached by "call-by-name."
1.1.1.20 Group check-in
The arrival of a group of guests requires two types of data:
· Information common to all the stations of the group: number and
name of the group, assignment of the DID number, language code,
initial payment, time of wake-up call
· Information specific to each guest in the group: room number,
guest number (in a guest-based configuration) and type of
occupancy
After the entry of data specific to each guest, the room number is
automatically written to the guest follow-up table and the "number
of rooms for the group" counter increases with each entry. Client
names are changed in "call-by-name" directory to be the same as for
individual check-in.
A group arrival can be simultaneously handled at different front
office terminals.
1.1.1.21 Guest directory
Staff can search guests in the dedicated directory managed by the
application, by alphabetical order, by room number or by
name.
1.1.1.22 Room service
· Guests can call for room service, by floor or section, by dialing
a single phone number.
· When a call is sent to a room service device, the station display
indicates the phone number of the room, the name of the user, the
language, and whether it is a VIP call.
· Room service staff can have different telephone numbers to allow
room service personnel to distinguish the requested types of room
service.
1.1.1.23 Room management
· Room type
· Occupancy status of rooms
Hotel staff can change or modify the status of a room by dialing
related codes on the room phone, with or without employee
identification. The change may be the status of the room, which can
be clean, available, or additional work needed.
Changes in room statuses can be automatically printed on the
service printer, so that the maid or maintenance staff can be
notified of the status of the room at any time.
1.1.1.24 Metering
· Metering (charging) by time
Charging by time
The call cost calculation is based on table data. The following
information is stored in the table:
· Cost per direction, 1,000 available
· Thirty charge scales
· Predefined bank holidays
If a PMS is in operation, the OmniPCX Enterprise application
delivers AHL records with:
· Call duration and cost
· The trunk group number
Charging by units (pulses)
The call cost calculation is as follows:
· Charges assessed by length of call or by number of units
· Calibration of cost per unit
· Charging unit counters for each room
· Total cost
· Reset at zero on new guest's arrival
· Call records
· Printed progressively or on demand
· Capability of masking from one to four of the final digits
The price is calculated according to the following formula: P =
N1P1 + N2P2 + N3P3 where:
· Price P1 of the first N1 charge units
· Price P2 of the following N2 charge units
· Price P3 of the remaining charge units (N3)
· Prices P1, P2, and P3 have three digits and a floating decimal
point
1.1.1.25 Prepayment (deposit)
The prepayment, or deposit option allows the guest to place a
deposit on an account that may be applied against the future phone
bill. The amount of the deposit can be predefined in the
system.
· When the deposit reaches the first threshold, the guest is
informed during the call by a beep tone
· When the deposit amount is reduced to zero
· Direct access is blocked
· Call record prints on printer
· A voice prompt at next off-hook informs the guest of the deposit
amount status
· On the next attempt to make an external call, the guest is
automatically routed to the attendant with the following message
displayed: “MCDU Dept”
1.1.1.26 Multiple carriers
The OmniPCX Enterprise may be connected to several service
providers or carriers with or without advice of charge. With advice
of charge, the OmniPCX Enterprise ARS automatically selects the
lowest cost service provider. The digits sent to the carrier may be
different from the digits sent by the guest to place the
call.
· By the user (before ARS conversion), and at checkout, the guest
views the calls with the original dialed number
· On the line, after ARS conversion. The digits that are in the
final record are those sent on the line and not those dialed by the
guest
If there is an external hotel application, the OmniPCX Enterprise
connects via AHL. Records include the following information:
· Call duration and cost
· The number dialed by the guest or the number sent on the
line
· The trunk group number
1.1.1.27 Billing
Bills may be issued using two currencies, for example, EURO +
local.
Storage
Records are stored on disk (by request). When the next guest checks
in, the data stored on the assigned sector is deleted and any
additional sectors are returned to the "common pool."
Printing guest records
A guest record can be printed on a printer with an eighty-character
line width in real time or as a scheduled print job. The record may
contain the following information:
· Phone number
· Number dialed
Printing staff phone records
By using a system management command, the staff phone records may
be printed in the same format. However, the cost is calculated by
multiplying the number of charge units by a "Staff phone basic
charge unit" price.
Dialed number mask
The dialed number mask feature is available for screen displays,
printouts or external transmissions, making it possible to mask the
last one to four digits of the number dialed (programmed on
installation). Masked digits are replaced by periods. For numbers
with less than five digits, the first two digits are
retained.
Specific online printing
· One or a series of rooms or users
· A specific number dialed or a specific direction
· Cost exceeding a threshold
· Duration exceeding a threshold
Transfer of call (outgoing call) to a guest
If a call is made by an attendant console or hotel staff and
transferred to a guest, the guest is charged for the entire call;
only one record is issued, according to how the call was
established.
Record transfer
From a hotel terminal, it is possible to transfer a record from one
extension to another, for instance, calling a taxi from room
service.
Pre-assignment record
From a house phone (booth, bar, lounge, etc.), it is possible to
specify the extension to which the next call made from that house
phone must be assigned.
Itemized bills
The hotel management can request a guest itemized bill until the
check-in of the next guest occupying the same room. When the bill
is printed, there is no reset or cost change.
1.1.1.28 Dynamic suites
In a guest-based configuration, it is possible to dynamically
associate various rooms to create suites with the following calling
characteristics.
Making calls
The internal calls between room phones are available. If prepayment
is required, only one external call at a time can be made per
suite. If no prepayment is required, guests can call from any phone
at any time.
Receiving calls
An incoming call rings all free phones in the suite. If all suite
phones are busy, the incoming call is parked. Guests are informed
by a beep and they may use the dual-line feature.
Do not disturb (DND)
Programming a DND in a suite means that DND applies to all phones
in the suite.
Wake-up
Programming a wake-up call in a suite means that the wake-up
service will ring all the phones in the suite, but individual room
wake-up or reminder is still available.
Dual-line, transfer and conference
Dual-line presents the same functionality in a suite as in a room.
Transfer and conference calls may be either internal or
external:
· Between rooms of the suite
· External room/phone/trunk
Voice mail
The voice mailbox is assigned to one guest; the message
notification is activated on all room phones.
Room phones
· 8088 Smart DeskPhone
· DECT phones (in association with a fixed phone – twin-set
configuration)
· S0 devices
Individual checkout
Guest checkout is prohibited if either the room phone or password
is in use. If not, the checkout operations are the following:
· Printing a standard bill
· Cancellation of direct access
· Cancellation of waiting messages
· Change room status from "occupied" to "to be prepared"
Group checkout
Group departure allows checkout to be performed with a single
command, after the required verifications are made (same as for
guest departure). The checkout procedures are:
· Print a standard bill for the group followed by standard bills
for each group member
· Cancel the number of the group
· Cancel the waiting messages
· Cancel do not disturb
· Cancel external line access
1.1.1.30 Night audit
At fixed time periods, or on demand by the night audit manager, the
system automatically reports the daily telephone costs for each
room, the administration and the attendants, with or without
resetting the counters to zero.
1.1.1.31 VIP calls
The system can be configured so that calls from VIP guests have a
different display and unique ringing tone on the 4059 Attendant
Console.
1.1.1.32 Access to management application
Hotel staff can access the hospitality application through a dumb
terminal. In addition, information such as bills, wake-up, and room
status can be sent to a printer.
1.1.1.33 Alcatel-Lucent Hotel Link (AHL)
The OmniPCX Enterprise Communication Server can be connected to a
specialized computer by means of an asynchronous, two-way V24
connection, with a rate of 300 bps to 19,200 bps, or through an
Ethernet TCP/IP connection.
The ASCII characters may be:
· At seven or eight bits
· Even or odd parity
· One or two stop bit(s)
All sources previously described for guests, front office, and
night audit are available through the EDP terminals. In addition,
the mini-bar status may be managed directly by the maid from the
room phone. If there is an EDP crash, the OmniPCX Enterprise
Communication Server can send telephone records in real time to a
predefined printer. A specific command can synchronize the OmniPCX
Enterprise Communication Server guest database and EDP
database.
1.1.1.34 Networking
Call accounting and the AHL link works in the network configuration
allowing:
· Access to multiple carriers
· Centralization of PMS/CMS on TCP/IP AHL
[End of response]
Select the appropriate chapter according to solution design
· Attendant
· Voice
· Multi-Channel
Attendant
The OmniPCX Enterprise Communication Server and OpenTouch offer a
wide range of attendant solutions to welcome customers. In addition
to standard attendant features, Attendant also access to specific
hotel features. For more information, see Chapter 7 – Attendant
Services.
1.1.1.35 Attendant specific hotel features
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Customer services and front office –
Attendant specific features] What specific features are offered by
your attendant telephone sets for hospitality businesses?
ALE International Response:
Features
Multimedia Professional Attendant (4059 IP and 4059)
Management of Do Not Disturb features for room sets
Available via DTMF
Available
Available
/
/
Available
/
/
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Customer services and front office –
Attendant sets] Which proprietary telephones would be suitable for
attendants for our hotel?
ALE International Response:
The entry level solution consists in:
· An IP Touch 4068/8068 phone Extended Edition set used as an
attendant set.
Context-sensitive softkeys provide a user-friendly access to
attendant facilities for efficient management of incoming and
outgoing calls.
The attendant service on IP Touch 4068/8068 phone Extended Edition
is fully compatible with:
· The Smart Display Module (up to three Smart Display Modules with
14 keys each can be connected to a set)
· The IP Touch security feature
· Display of long names and names in non-Latin characters (UTF-8
standard)
1.1.1.37 Multimedia professional attendant solution
The multimedia professional attendant solution, allows the
attendant to switch between telephony applications and Windows
applications at any time. The full IP solution is provided by one
of the following 4059 offers:
· An 4059 IP attendant console for the OmniPCX Enterprise
Communication Server including:
· An associated 8/9 series set used for voice (IP or TDM)
· The 4059 IP Attendant Application running on a standard PC
· An optional Busy Lamp Field (BLF) application, running on a
standard PC
· An ergonomic telephony keyboard with LEDs, shortcut keys, and USB
connection
or
· An 4059 Extended Edition attendant console (4059EE) for the
OmniPCX Enterprise Communication Server and OpenTouch
including:
· An associated 8/9 series set used for voice (IP or TDM)
· The 4059 Extended Edition (4059EE) Attendant Application, with an
embedded Busy Lamp Field (BLF), running on a standard PC
· An ergonomic telephony keyboard with LEDs, shortcut keys, and USB
connection or a standard PC keyboard
OmniPCX Enterprise or
OpenTouch Business Edition
PC
or
[End of response]
For more information on the multimedia attendant solution, see
Chapter 7 – Attendant Services.
Contact Center Solutions
For Golden RFP; For Solution Handbook
[SO: OXE 12.2.x – OT 2.3.x] [ALE International contact center
portfolio] What are the different contact center solutions in your
offer?
ALE International Response:
The OmniTouch CC suite is a comprehensive offer. It starts with the
EasyContact: the Alcatel-Lucent Greeting Center and can be enhanced
with features covering advanced greeting needs, providing the
ability to expand and adapt to large communication flows.
The OmniTouch CC suite consists of the following contact center
solutions:
· The EasyContact package solution is designed for greeting
centers. All companies want to improve customer service (internal
or external) and optimize call handling, but not all companies can
afford fully dedicated resources or have the time for precise call
supervision and traffic reporting. The EasyContact pack is a
simple, comprehensive, and professional greeting solution,
dedicated for small groups of people. This solution is fully
embedded in the OmniPCX Enterprise. For more information, refer to
the corresponding documentation, available from the Enterprise
Business Portal and Technical Knowledge Base.
· The OmniTouch Contact Center - Standard Edition is the ideal
solution for needs related to voice communications. The OmniTouch
Contact Center - Standard Edition can handle 5 to 2000 connected
agents in a single OmniPCX Enterprise node and more for multi
OmniPCX Enterprise nodes configuration. Since the contact center
router and database are embedded in the OmniPCX Enterprise, the
OmniTouch Contact Center - Standard Edition supports several
important features:
· High availability - with main and back up communication
servers
· Branch survivability with passive communication server
· Short deployment and fast reactions to business changes
· The OTCS Plug-in Edition, complementing the OmniTouch Contact
Center - Standard Edition, adds multimedia (SMS, chat, social
media, SMS, fax) interactions handling to voice handling by the
OTCC-SE. The OTCS Plug-in Edition provides integration to the
Contact Center eco-system such as Recorders, Workforce management
and CRM applications.
The OTCS Plug-In supports
· High availability and survivability—for multimedia
interactions
· An OTCS Voice portal for complex IVR strategies, including TTS
and ASR technologies as well as involvement of other departments of
the company.
· Native or custom business integration with 3rd party applications
such as Workforce Management or Customer Relationship Management
(CRM).
· Native or custom integration with 3rd party recorders, providing
quality management, coaching, as well as mentoring through
recording voice/data agent sessions.
· Customizable integration to business applications
[End of response]
For more information on all available Contact center offers, see
Chapter 9 – Customer Services
Visual Automated Attendant
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x][Voice mail - OTMC - Automated
attendant] Can you provide an easy to use solution to welcome my
guests efficiently when they contact the hotel?
ALE International Response:
The OpenTouch™ Voice Messaging welcome service (Automated
Attendant) is essential for efficient call handling. It allows a
caller to be transferred to the correct user or department without
requiring the intervention of a human attendant. The automated
attendant application provides the following benefits:
· Ensures that no call goes unanswered
· Is available 24 hours/365 days a year
· Can handle massive traffic (whether permanent or in peaks)
· Can be used to assist attendants when incoming calls are too
numerous
· Provides a consistent and professional welcome across all
organizations of a company at all times, every day
Highly flexible, the OpenTouch™ Automated Attendant allows
businesses to define a large array of entry points and to implement
them efficiently.
Features:
· Multi-language support
· Direct dialing
· Routing based on a specified calendar
· Filtering/routing calls according to caller identity
· Highly customizable menu nodes (timers, repetitions)
· Transfer to fixed number or voice mails
· Transfer to specific user set or voice mail
· Blind and supervised call transfer, manageable per node
Administration:
· Administration via a web GUI
· Prompts can be imported (wav-files) or recorded from any
telephone set
· SSO access from the 8770 management system
· Advanced user profile can be declared to manage voice
prompts
· Export/Import prompts and trees
OmniPCX Record Suite
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Call tracking solutions] Do you offer
any system to track, monitor and record incoming and outgoing
calls, even for substantial numbers of interactions?
ALE International Response:
Many companies (whether they use a call center or not) show a
growing need to record transactions, especially in activities
requiring the law and regulation compliance. This is particularly
relevant for financial services, utilities, healthcare, education,
hospitality and public safety organizations.
The OmniPCX RECORD Suite offers businesses a complete tracking
solution for customer interactions through unique call recordings,
screen captures and coaching capabilities. It seamlessly integrates
into OmniPCX Enterprise environments.
Key features
1. Modular offer
0. RECORD: rich recording facilities of inbound and outbound calls
in multiple audio formats (MP3, GSM6.10, WAV)
0. SCREEN CAPTURE: complete user desktop activity capture
0. SILENT MONITOR: remote and discrete monitoring
0. QUALITY MONITOR: evaluation of recorded employees and instant
coaching sessions
0. MULTI TENANCY: one OmniPCX-RECORD serves independent
companies
1. Architecture
1. Call recording in SIP (declared as SIP SEPLOS), VoIP, analog,
digital and mixed environments
1. Web-enabled architecture that makes it easy to locate and use
recordings
1. Multiple language web interface
1. Centralization of recordings from independent satellite sites to
a central server
1. Support of multi-node environments
1. High availability (Warm standby)
1. Open integrations through the Application Programming Interface
(API)
1. Compliance
2. Login authentication via Radius and Microsoft Active Directory
server
2. Compliance with Thales encryption
2. In line with Payment Cards Industry (PCI) and Markets in
Financial Instruments Directive edition 2 (MiFID II) requirements
for call recording systems
1. Fulfills every need with a modular offer made up of four modules
(Record, Capture, Silent Monitor and Quality Monitor)
1. Accelerates resolution of customer issues
1. Minimizes risk of disputes through complete tracking of customer
interactions
1. Boosts customer satisfaction and loyalty
1. Enhances staff productivity thanks to monitoring and
coaching
1. Improves quality assessment based on actual customer-employee
interaction recordings
[End of response]
Telephone sets
Administrative sets
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Administrative sets] Which telephone
set(s) would you recommend for our staff?
ALE International Response:
Administrative sets are used by various kinds of profiles: hotel
general manager, housekeepers, room services, front desk employees,
concierges, security officers, etc. With the OmniPCX Enterprise it
is possible to define any model of the Alcatel-Lucent set family
(including wireless sets or analog sets) as administrative
sets
For mobile employees, a software client such as the IP Desktop
Softphone, available on PC or Mac, tablet or smartphone may also
prove very well adapted to hospitality configurations.
[End of response]
For more information see Chapter 4 – Connection Devices and
Clients.
Guest sets
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Guest sets] Which telephone set(s)
would you recommend for our high end rooms and suites?
ALE International Response:
The 8088 Smart DeskPhone is a sleek and intuitive desk phone
designed for professionals. Its 7” vivid touch screen, Bluetooth®
handset and built-in camera offer a smooth multimedia user
experience with outstanding wideband audio and HD video
conversations. It provides adapted services both for guests and
hotel administration. It is your in-room brand advocate with its
personalized welcome and customizable interface, adapted to the
hotel’s visual identity. It offers one-touch access to hotel spaces
and services. Further services, such as room automation, can be
added on top of this standard package with the Smart Guest
Applications package, available off-the-shelf.
The LCD screen of the 8088 Smart DeskPhone is a touch sensitive
screen.
At the base of the screen are touch sensitive buttons with LED
symbols for direct access to features.
The LEDS are lit for each active feature displayed, regardless of
the status (idle, busy) of the set.
Touching a LED activates/deactivates the corresponding feature. To
preserve the desire for privacy, often required by customers, this
set is also offered without the integrated webcam.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Guest sets] Can you provide
entry-level phones that offer full-scale services and that our
guests would be happy to use?
ALE International Response:
Today’s business leaders need communication technologies that
empower employees to deliver an outstanding service, and can lead
to company growth. Industries such as hospitality and healthcare
are looking for cost-effective ways to offer an exceptional in-room
communication experience to guests.
Built on the success and practicality of the Premium DeskPhone
line, the new eco-friendly Alcatel-Lucent 8018 DeskPhone offers
feature rich IP telephony in a highly optimized format. This
entry-level phone offers companies a modern business-grade design
with the advanced user-friendly telephony features provided by
Alcatel-Lucent Enterprise communications servers. Its three-line
screen — combined with application, programmable, and navigation
keys — provides outstanding user-friendly communications with fast
access to the business’ directory for enhanced efficiency of
employees. The 8018 DeskPhone complements the Premium DeskPhone
product line targeting the need for essential and enriched 8018
DeskPhone communications.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Guest sets] Can you offer third-party,
tried and tested phone sets that would seamlessly operate with your
hospitality and communication system?
ALE International Response:
ALE International includes in its portfolio a selection of VTech
handsets specially developed for hospitality sector needs.
Available in SIP or analog versions, these one-line models have
compact footprints, antibacterial plastic and RoHS compliance,
respect green standards and are validated to operate on the
Alcatel-Lucent OmniPCX Enterprise. Moreover, they are available as
a one-stop-shop in our catalogs and via our ordering tools.
Regardless of other characteristics, all Vtech sets are made of
antibacterial plastic tested to inhibit 99.9% of bacteria growth.
They can operate at room temperatures between 25º C ± 10º C and in
humidity levels of 65% ± 20%.
Vtech SIP phones (all available in matte black and silver &
black)
Phones
Features
S2210
S2211
S2411 (*)
S2312
Cordless
Wall mountable
Remote configuration: program speed dial numbers and other network
parameters remotely from the server room to avoid disturbing guests
(**)
Large, bright visual message waiting indicator alerts guests of new
messages
Power over Ethernet
Speed dial on handset
5 or 10
5 or 10
5 or 10
Limited warranty
2 years
2 years
2 years
2 years
2 years
(*): The Vtech S2411 phone supports up to 3 additional S241SDU
handsets
(**): A provisioning tool is available to configure SIP
phones
Vtech analog phones (all available in matte black and silver &
black)
Phones
Features
A2210
A2211
A2310
A2411 (*)
Cordless
Wall mountable
Large, bright visual message waiting indicator alerts guests of new
messages.
Line-powered, requiring no battery to operate
(**)
Environmentally friendly ROHS program reduces the use of hazardous
substances including lead, mercury and cadmium
Fully customizable faceplate for hotel brand and dialing
instructions
Speed dials on handset
5 or 10
5 or 10
5 or 10
Limited warranty
5 years
5 years
1 year
5 years
5 years
(*): The VTech A2411 phone supports up to 3 additional A241SDU
handsets (**): The VTech A2411 phone requires an external power
supply
[End of response]
Advanced Guest Services
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [8088 Smart DeskPhone Hospitality
package] Do you offer a telephone set that is specifically tailored
for hospitality needs?
ALE International Response:
The 8088 Smart DeskPhone opens possibilities for communications in
hotel environments. All the features of the hospitality offer are
available and enhanced by the intuitive interface and quality touch
screen incorporated in the 8088 Smart DeskPhone.
The 8088 Smart DeskPhone set is fully compatible with Hotel
management applications that can handle:
· Customer checkin/checkout
· Voice mail management
· Door Cam service
· In addition to the native Hospitality package, ALE International
offers a rich set of hospitality applications called Smart Guest
Applications, providing guests with advanced bedroom control and
complete personalized hotel services for a unique experience.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [8088 Smart DeskPhone Hospitality
package] Do you offer a solution to improve guests’ room
experience?
ALE International Response:
8088 Smart DeskPhone sets come with two levels of customization
capabilities:
· Hotel brand customization The 8088 Smart DeskPhone allows
customers to customize their devices for their needs, in particular
to reflect their brand image. The hotel’s graphical chart can be
applied to any device to modify color schemes, background images,
melody and screensavers. It can be applied per room or per suite of
the hotel. Smart-Custo is a WYSIWYG (What You See Is What You Get)
application, a very simple graphical tool available to create
packages compatible with 8088 Smart DeskPhone graphics. The tool is
available from business partners.
· Hotel communication rules: The hotel can modify telephony
applications to make them compliant to their communication rules.
This is called behavioral customization. As an example, it is
possible to add shortcuts, load the hotel directory, modify icons
or homepage labels, or configure emergency call buttons. This
capability is available in the settings editor of the Smart-Custo,
available from business partners.
The basic client telephone displays icons to access any available
services directly. In this way the client can be guided, which
definitely improves guest experience.
Figure 4.3: The basic hotel screen example NEW figure…
The administrative options include a set of embedded skins to
instantly change the screen appearance. This is a useful and simple
method to develop an ambience, coordinated with hotel brand or room
colors.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Door cam on 8088 Smart DeskPhone] Do
you offer a service so that our guests can see who is knocking on
their door?
ALE International Response:
When a visitor rings at the door, a one-direction video
communication can be established with the suite. A new button
(using DTMF services) appears during the communication so that the
room guest can open the door according to who is on the other
side.
Multiple instances can be configured, and are supported by the
phone.
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [8088 Smart DeskPhone Smart Guest
applications] Can our guest control their room environment from
your telephones?
ALE International Response:
Smart Guest applications offer guests a unique experience thanks to
an unmatched set of hotel applications, accessible from a single
device, the 8088 Smart DeskPhone. This telephone set provide guest
access to hotel services and control to their room environment
(such as adjusting the lighting and temperature), or manage their
room status. Hospitality representatives can promote their hotel
services, activities or nearby shops, thanks to a customizable
presentation service. With simple access to the relevant
information, guests can easily call to enjoy hotel amenities.
Key features
· Hotel services presentation (restaurants, bars, spa…) with direct
call buttons
· Presentation of shops close by with direct call button for
booking
· Presentation of hotel leisure or business activities
· Interactive clock screensaver, with direct access to main
services
· Room automation controls: lighting, blinds, air
conditioning
· Privacy management (Do not Disturb status) IT administration with
configuration backup
· Option: weather forecast for the area, hotel favorites or any
city chosen by the guest (this feature requires a customer
subscription to the weather forecast provider)
· Icons, skins, background, modules and others can be customized
upon request to ALE International Professional Services
Benefits
· Convey a state-of-the-art brand image of the hotel
· Provide greater convenience and comfort, with quick access to the
relevant services and information
· Gain new opportunities for advertising and enhance brand
awareness inside the hotel
· Increase staff efficiency and optimize hotel operations
· Create new revenue opportunities with added-value services
· Strengthen guest loyalty by creating a unique and satisfying
experience
Figure 4.7: Examples of screens for the 8088 Smart DeskPhone Smart
Guest applications
[End of response]
Mobile guest softphone
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Mobile guest softphone]
Can you provide an easy to use App for guest mobility inside and
outside the hotel, to allow them to stay in touch with their loved
ones and with our employees?
ALE International Response:
Smartphones have become nearly ubiquitous, with people using them
at work, home and on the move, to interact with their environment
and stay connected. These devices give users the freedom to access
the information of their choice, services and applications at any
time or from any location.
Hotels can take advantage of these connected devices to offer
guests a better way to interact with their services and facilities
inside and outside the hotel.
The Alcatel-Lucent Mobile Guest Softphone turns a guest’s own
mobile device into an extension of their in-room phone. The guest
downloads the free application from popular online app stores, and
then uses the app to scan a QR code. This auto-configures the app
on the guest device based on credentials input by the hotel
reception desk, via an easy-to-use web interface. The soft phone
requires no specific IT infrastructure (no configuration or PBX
provisioning), and because the wireless LAN is used to access the
service, calls within the hotel network are free of charge, and all
outgoing calls are added to the room bill.
Key Features
· Simple QR code scan for automatic configuration and guest/room
association: guest devices automatically become part of the hotel
telephony system (with no provisioning necessary) and are
associated to the respective guest room
· Bring-your-own-device (BYOD) enablement for guests, allowing them
free voice communications via their smartphones while inside the
hotel wireless network. Calls to the outside of the hotel will be
charged at the hotel rate and added to the room bill
· Speed dials for the hotel service directory available inside and
outside the hotel: embedded hotel directory for easy contact with
the different hotel services via speed dial numbers
· Dial pad and click-to-call from the Mobile Guest Softphone
application: a simple dial pad to enter direct numbers
· A private directory for hotel guests for their favorite contacts
within the hotel
· Centralized management via a web administration interface
· Inbound and outbound communication with identification of the
calling or called party
· Multiple mobile devices can be associated to a room
· Dynamic allocation depending on room occupation (one or several
guest smart devices)
· Automatic provisioning of the guests devices in the hotel suite
configuration in the OmniPCX Enterprise
· WYSIWYG web administration interface and easy customization to
match the hotel identity chart (colors, background, images,…) and
numbering plan (speed dial keys and corresponding numbers)
· The Mobile Guest Softphone application can be made available
under the hotel brand on AppStore and Google Play platforms by ALE
International Professional Services
· Mobile Guest Softphone SDK Toolkit (APIs), for those preferring
to integrate inside e-Concierge Apps:
· SDK toolkit option to enable telephony services for existing
eConcierge applications
· The Mobile Guest Softphone framework SDK provides a library of
multimedia-over-IP (MMOIP) services for ALE Partners to enable
telephony services inside existing eConcierge solutions
· The Mobile Guest Softphone framework SDK also provides a REST
management API for Mobile Guest user management and server side
integration
· The SDK is available through the Alcatel-Lucent Application
Partner Program (AAPP)
· Management of several user profiles: a set of different speed
dials can be applied to guests via user profiles, including
additional services for VIP guests
· Service description: a directory of the services is offered by
the hotel with for each service, a speed dial and a description of
the service including pictures and text, allowing guests to have a
detailed view and a quick access to the services provided by the
hotel
Hotel benefits
· Always available for your guest not only within the hotel but
also outside the hotel
· Create up sell opportunities via easy access to hotel
services
· Increase revenues and allow guests to control their
communications costs:
· Encourage them to use the hotel telephony services on their
devices, rather than rely on more expensive mobile operator roaming
services
· Allow them to call hotel services from mobile devices for free
inside the hotel
· Reach guests anywhere inside or outside the hotel, with no need
of guest private numbers
· Offer enterprise grade VoIP quality, based on Alcatel-Lucent
Enterprise’s industry proven communication platforms
· No extra IT administration for hotel, guest device association to
the guest room is automated and dynamic
Guest benefits
· Enhance guest experience and satisfaction by enabling their own
device use
· Guests can reach all hotel services from anywhere in the hotel
within the Wi-Fi coverage or outside the hotel.
· Guests can easily reach their favorites contacts through the
hotel private directory.
· Guest-friendly and easy to use application: hotel directory,
private directory
[End of response]
Guest security services
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Emergency calls and notification
server]
How can your offer help me manage emergency situations?
ALE International Response:
Many hotel facilities have requested the ability to handle calls to
emergency numbers in a specific way, for example to reroute all
emergency calls to their security office. Since OmniPCX Enterprise
R11.0, all emergency numbers can be routed to a specific
destination even when sets are locked by guests and/or routing
restrictions applied to this guest.
Others common requests are to provide a visual alert to the
security officer, whenever an emergency call has been placed,
record this call, and then automatically begin log the call and
allow the security officer to listen to the conversation. This type
of requirement is not a standard feature of the OmniPCX
Enterprise.
However, the Emergency Notification Server answers these challenges
by providing a set of features dedicated to address emergency
calls:
· Emergency call tracking
· Multi vector notification for on-site responder and security
office
· Conferencing between on duty security officer and public safety
answering point (up to 20 parties in conference)
· Silent listening
· Monitoring through a web interface
The ENS complies with the 911 US state legislation and other
emergency standards.
Emergency calls managed by Emergency Notification Server
Hotel benefits
· Enhance reactivity in case of emergency
· Enhances understanding with the capability to replay and analyze
past emergency scenarios
· Enhances crisis management efficiency and helps save precious
time by supporting a coordinated response
· Enhances guest and employee safety in the hotel
[End of response]
OpenTouch Notification Service
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Notification] Do you offer any
centralized solution for alarms and notifications?
ALE International Response:
OpenTouch Notification Service is ideal for small and medium-sized
enterprises in healthcare, education, high-risk industries and the
hospitality sector. It provides a flexible, easy-to-install alarm
and notification management system with a native and optimized
integration to the OmniPCX Enterprise Communication Server.
OpenTouch Notification Service collects and aggregates alarms from
different subsystems, such as nurse calls, fire alerts, or runaway
or wander prevention systems. It generates notifications in real
time to the most appropriate persons able to respond to the
situation, towards their wireless handsets (for instance DECT,
Wi-Fi, Bluetooth), smartphones, supervision consoles with
geolocation screen or other systems.
As a software-based solution, OpenTouch Notification Service offers
a complete range of applications and integrates with
industry-specific tools and systems of key market players, all
intelligently connected via a unique web interface. The various
integrations allow innovative services, such as social media and
mobile device notifications.
Key features
· Full software solution
· Full IP architecture
· Any-to-any connection: All incoming messages and alarms can
trigger many outgoing notifications
· Server virtualization is possible
· Alcatel-Lucent wired sets
· Alcatel-Lucent wireless sets: DECT, DECT with lone worker
protection function, WLAN
· Pager systems
· SNMP
· Email, SMS and social media (Facebook & Twitter): messages
sending & reception, and escalation.
1. Unique set of applications:
· Configuration web interface allowing to easily and visually
create the notification script, and the interfaces
· Historical reporting web interface for the creation of
statistical reports on alarms and equipment
· Real Time Console web interface
· Graphical Floor Plan for alarm geolocation on a site map
· The Web interfaces support HTTP and HTTPS
· SmartApp: Alarm notification application for tablets and
smartphones (Android, iOS & Windows 8)
[End of response]
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [Notification] What are the key
benefits of your alarm and notification application, if any?
ALE International Response:
· Openness and scalability: Solution integration with the key
market players to address present and future specific needs
· Unique integration, optimized with the system
infrastructure:
· Native integration of all types of Alcatel-Lucent sets, including
DECT handsets with lone worker protection capability
· On the OmniPCX Enterprise, benefit from all the richness of the
ABC-IP, which offers unique features such as rich text messages of
40 characters, loudspeaker announcement, priority call
· No additional hardware required (no TDM T0/T2 bundle)
· Competitive price thanks to licenses use optimization. Licenses
are calculated according to the number of active notification
channels at a specific time rather than according to the number of
DECT handsets
· Application rich: Continuous application development (social
media, smartphones and tablet applications, Microsoft Lync
integration…)
· Compatibility with industry standards, protocols and interfaces
(ESPA/TAP, dry contacts i.e. electric relays, printer protocol,
DTMF…)
· Supervised system: monitoring of links to subsystems
· Simple and quick to install
· Easy to manage via a very intuitive and visual web interface,
through simple drag & drop of building blocks
[End of response]
· Please note that some integrations may require additional
hardware equipment:
· WAGO box to interface dry contacts on IP
· WAGO box to interface KNX protocol
· MOXA box to convert ESPA/TAP to IP
Please refer to the Technical Datasheet posted on the
Alcatel-Lucent Business Portal for more details on the application
prerequisites, limits and restrictions. Please refer to the
Services Applications Compatibility Matrix available on the
Alcatel-Lucent Business Portal for all questions about software
compatibility.
Alcatel-Lucent Voice Broadcast System (AVBS)
For Golden RFP
[SO: OXE 12.2.x – OT 2.3.x] [AVBS] Do you offer an option for me to
broadcast messages to our guests, or to some of our guests?
ALE International Response:
AVBS enables hotels and cruise ships to increase awareness and
safety of the people present on their premises or advertise by
simultaneously sending an audio stream, a text message towards IP
sets, or an SMS or e-mail to compatible sets.
By dialing in or using a web page, an administrative user can
trigger a broadcast by sending a live, pseudo-live, pre-recorded or
scheduled broadcast to one or more groups.
AVBS architecture within Hotel Installation
[End of response]
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