HSC 26 Admin EN

PSE
Hospitality Service Center
Version 2.6
Administration Manual
*1PA31003-E1325-M100-4-76A9*
1P A31003-E1325-M100-4-76A9
Copyright © PSE d.o.o., 01/2016

Dolenjska cesta 318, SI-1291 Škofljica
Reference No.: PSE-
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
subject to change without notice.
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All other company, brand, product and service names are trademarks or registered trademarks of their
respective holders.
*1PA31003-E1325-M100-4-76A9*
1P A31003-E1325-M100-4-76A9
 PSE d.o.o. 2016

Dolenjska cesta 318, SI-1291 Škofljica, Slovenia
Reference No.: A31003-E1325-M100-4-76A9
Subject to availability. Right of modification reserved.
a_TOC-V26_en.fm
Content
Content 0
List of Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0-5

1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.1 Target Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.2 Structure of the Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
1.3 Notational Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
2 Administration Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
2.1 How to Work with Microsoft Windows Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
2.2 Login, Customizing Desktop Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
2.3 How to Use Administration Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
2.3.1 Search Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
2.3.2 Notes on Using the HSC Administration User Interface . . . . . . . . . . . . . . . . . . . . 2-9
3 General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.1 Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.2 Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
3.2.1 Add or Edit a Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
3.2.2 Room Facilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3 Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.3.1 Add or Edit an Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.4 Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
3.5 Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
3.5.1 Add or Edit an Emergency Call Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15
3.6 Country . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15
3.6.1 Add or Edit a Country . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
3.7 Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17
3.7.1 Add or Edit a Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
4 System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
4.1 User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
4.1.1 Add or Edit a User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
4.2 Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
4.2.1 Add or Edit a Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
4.3 Message Type (= Message Handler). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
4.3.1 Edit a Message Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
4.3.2 Message Type with Different Priorities (Example) . . . . . . . . . . . . . . . . . . . . . . . 4-11
4.4 Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12
5 Service Tracking Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1 Service Tracking - Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.2 Service Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
5.2.1 Add or Edit a Service Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
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5.3 Service Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

5.3.1 Add or Edit a Service Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
5.4 Service Satisfaction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14
5.4.1 Add or Edit Service Satisfaction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
5.5 Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17
5.5.1 Add or Rename a Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
5.6 Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19
5.6.1 Add or Edit a Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20
5.7 Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
5.7.1 Add or Change an Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25
6 Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
6.1 Guest Console Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
6.1.1 Add or Edit a Guest Console Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
6.2 Guest Console Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
6.2.1 Add or Edit a Guest Console Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
6.3 Question Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9
6.3.1 Add or Edit a Question Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10
6.4 Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10
6.4.1 Add or Edit a Question . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12
6.5 Survey Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12
6.5.1 Add or Edit a Survey Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13
6.6 Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-15
6.6.1 Add or Edit a Survey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16
7 Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
7.1 Wakeup Call Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
7.1.1 Wakeup Call Settings for "External Wakeup call system via PMS interface" . . . . . 7-3
7.1.2 Settings for Internal Basic Wakeup Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
7.1.3 Settings for Internal Advanced Wakeup Call System . . . . . . . . . . . . . . . . . . . . . . . 7-4
7.1.4 Wakeup Call Settings for VOICELINK @avantage . . . . . . . . . . . . . . . . . . . . . . . . 7-6
7.1.5 Wakeup Call Settings for OpenScape Xpressions Hotel . . . . . . . . . . . . . . . . . . . . 7-7
7.2 VMS Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
7.2.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . VMS Settings for ’Text messages for guest’ 7-10
7.2.2 VMS Settings for "Text messages for guest via PMS interface" . . . . . . . . . . . . . 7-13
7.2.3 VMS Settings for VOICELINK @vantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-14
7.2.4 VMS Settings for OpenScape Xpressions Hotel . . . . . . . . . . . . . . . . . . . . . . . . . 7-16
7.3 Call Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-19
7.3.1 Accounting Mode "Internal" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-20
7.3.1.1 Editing of Charge Rates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-23
7.3.1.2 Error Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-23
7.3.2 Accounting Mode "Bypass" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-24
7.3.3 Accounting Mode "External" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-25
7.4 PMS Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-28
7.4.1 Short Description of the individual Plug-Ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-29
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7.4.2 Description of the individual interface parameters . . . . . . . . . . . . . . . . . . . . . . . 7-30

7.5 Room Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-32
7.6 Settings for Call Accounting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-34
8 Customizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1
8.1 Customizing Regarding Work Order Lists and MIS Reports . . . . . . . . . . . . . . . . . . . . 8-1
8.2 Storage for Contents of Guest Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
A Appendix A - Generation of Charge Rate Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
A.1 File Structure, Embedding into the HSC Database . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
A.1.1 General Structure of a Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
A.1.2 Overview of Record Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
A.1.2.1 Record Types for Import Version “2.0” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
A.1.2.2 Record Types of Import Version “2.0HO”. . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
A.2 Description of Record Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.2.1 Record IV (Import Version) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.2.1.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.2.1.2 General Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.2.2 CA Record (CArrier) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.2.2.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.2.3 RA Record (RAtes) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7
A.2.3.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7
A.2.4 TZ Record (Time Zone) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9
A.2.4.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9
A.2.5 TS Record (Tariff Structure) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-10
A.2.5.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-10
A.2.5.2 General Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-10
A.2.5.3 Dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-11
A.2.6 TN Record (Target Number) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-11
A.2.6.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-11
A.2.6.3 Dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-12
A.2.7 HO Record (HOliday) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-13
A.2.7.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-13
A.3 HSC Error Handling during Charge Rate File Import . . . . . . . . . . . . . . . . . . . . . . . . A-14
A.3.1 Import Behavior in the Case of General and Record-Specific Errors . . . . . . . . . A-14
A.3.2 List of Error Messages and Warnings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-15
A.3.2.1 Warnings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-15
A.3.2.2 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-16
A.4 Example for a Charge Rate File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17
A.4.1 Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-19
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List of Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Y-1

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1
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List of Figures
List of Figures 0
Figure 2-1 Combo Box or Drop-Down List Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Figure 2-2 Window for Customizing the Table Display (Service Tracking as Example) 2-
2
Figure 2-3 Date-Picker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Figure 2-4 Date-Picker Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Figure 2-5 Menu Items in "Administration" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Figure 2-6 Administration Window for the Selection of HSC Objects - Table for the
Configuration of Employees as an Example 2-5
Figure 2-7 Example of a Context Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Figure 2-8 Example of a Window for Adding or Editing an HSC Object . . . . . . . . . . . 2-7
Figure 2-9 Example of an Assignment Window (for Assignment of Extensions to an
Employee) 2-8
Figure 2-10 Input Field and Button for Activating the Search Function . . . . . . . . . . . . 2-9
Figure 3-1 General Settings - Hotel Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Figure 3-2 General Settings - Room Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Figure 3-3 General Settings - Edit Room Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Figure 3-4 General Settings - Room Facilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Figure 3-5 General Settings - Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . 3-7
Figure 3-6 General Settings - Edit an Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Figure 3-7 General Settings - Employee Configuration . . . . . . . . . . . . . . . . . . . . . . 3-12
Figure 3-8 General Settings - Emergency Call Configuration. . . . . . . . . . . . . . . . . . 3-14
Figure 3-9 General Settings - Add an Emergency Call. . . . . . . . . . . . . . . . . . . . . . . 3-15
Figure 3-10 International - Country Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
Figure 3-11 International - Add a New Country . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
Figure 3-12 International - Language Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17
Figure 3-13 International - Add a New Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
Figure 4-1 System - List of User Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Figure 4-2 System - Add a new User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Figure 4-3 System - List of Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Figure 4-4 System - Add or Edit a Role, Assign Rights . . . . . . . . . . . . . . . . . . . . . . . 4-5
Figure 4-5 System - List of Message Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Figure 4-6 System - Configuration of a Message Type without Priority . . . . . . . . . . . 4-9
Figure 4-7 System - Message Handler, Add a Transmission Route. . . . . . . . . . . . . 4-10
Figure 4-8 System - Configuration of a Message Type Considering Different Priorities 4-
12
Figure 4-9 System - Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-13
Figure 5-1 Service Tracking in the Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Figure 5-2 Service Tracking - Configuration of Service Types . . . . . . . . . . . . . . . . . . 5-5
Figure 5-3 Service Tracking - Editing of a Service Type . . . . . . . . . . . . . . . . . . . . . . 5-7
Figure 5-4 Service Tracking - Assignment of Service Texts to Service Type. . . . . . . 5-9
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List of Figures
Figure 5-5 Service Tracking - Configuration of Service Texts . . . . . . . . . . . . . . . . . . 5-10

Figure 5-6 Service Tracking - Adding a New Service Text . . . . . . . . . . . . . . . . . . . . 5-12
Figure 5-7 Service Tracking - Assignment of Categories to Service Text . . . . . . . . . 5-13
Figure 5-8 Service Tracking - Assignment of Service Types to Service Text . . . . . . 5-14
Figure 5-9 Service Tracking - Service Satisfaction Level Configuration . . . . . . . . . . 5-15
Figure 5-10 Service Tracking - Editing a New Level of Satisfaction . . . . . . . . . . . . . . 5-16
Figure 5-11 Service Tracking - Configuration of Departments. . . . . . . . . . . . . . . . . . . 5-17
Figure 5-12 Service Tracking - Adding a New Department . . . . . . . . . . . . . . . . . . . . . 5-18
Figure 5-13 Service Tracking - Configuration of Categories . . . . . . . . . . . . . . . . . . . . 5-19
Figure 5-14 Service Tracking - Adding a New Category . . . . . . . . . . . . . . . . . . . . . . . 5-21
Figure 5-15 Service Tracking - Assignment Service Texts to Category . . . . . . . . . . . 5-22
Figure 5-16 Service Tracking - Assignment Employees to Category . . . . . . . . . . . . . 5-23
Figure 5-17 Service Tracking - Configuration of Employees . . . . . . . . . . . . . . . . . . . . 5-24
Figure 5-18 Service Tracking - Editing Employee Settings . . . . . . . . . . . . . . . . . . . . . 5-26
Figure 5-19 Service Tracking - Assignment Languages to Employee . . . . . . . . . . . . . 5-30
Figure 5-20 Service Tracking - Assignment Extensions to Employee . . . . . . . . . . . . . 5-31
Figure 5-21 Service Tracking - Assignment Categories to Employee . . . . . . . . . . . . . 5-32
Figure 5-22 Service Tracking - Creating a User Account for an Employee . . . . . . . . . 5-32
Figure 5-23 Service Tracking - Creating a Transmission Route for an Employee. . . . 5-33
Figure 6-1 Guest Console Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Figure 6-2 Web Portal - Guest Console Categories . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Figure 6-3 Web Portal - Edit a Guest Console Category . . . . . . . . . . . . . . . . . . . . . . . 6-4
Figure 6-4 Web Portal - Guest Console Text Localisation. . . . . . . . . . . . . . . . . . . . . . 6-5
Figure 6-5 Web Portal - Guest Console Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Figure 6-6 Web Portal - Edit a Guest Console Content . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Figure 6-7 Web Portal - Question Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9
Figure 6-8 Web Portal - Add a Question Category . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10
Figure 6-9 Web Portal - Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11
Figure 6-10 Web Portal - Edit a Question . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12
Figure 6-11 Web Portal - Survey Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13
Figure 6-12 Web Portal - Edit a Survey Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14
Figure 6-13 Web Portal - Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-15
Figure 6-14 Web Portal - Edit a Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16
Figure 6-15 Web Portal - Assignment Survey Templates to Survey . . . . . . . . . . . . . . 6-17
Figure 6-16 Web Portal - Assignment Question Categories to Survey / Survey Template .
6-18
Figure 6-17 Web Portal - Assignment Questions to Survey / Survey Template . . . . . 6-18
Figure 7-1 Interfaces - List of all Wakeup Call Systems . . . . . . . . . . . . . . . . . . . . . . . 7-3
Figure 7-2 Interfaces - Wakeup Call, Parameters for HSC-Internal Wakeup Calls . . . 7-4
Figure 7-3 Interfaces - Wakeup Call - Parameters for Internal CAPI Wakeup Call System
7-5
Figure 7-4 Interfaces - Wakeup Call, Parameters for VOICELINK @avantage. . . . . . 7-6
Figure 7-5 Interfaces - Wakeup Call, Parameters for OpenScape Xpressions Hotel . 7-7
Figure 7-6 Interfaces - List of VMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10
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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
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.
1.1 Target Group

HSC is intended for medium to large hotels as well as for hotel chains. It supports the Front
Office Client, Tablets or laptop consoles for guests and Tablet devices for hotel staff members.
Hotel staff can also use a CMI (Cordless Multicell Integration) or an OpenStage telephone
instead of a Tablet device.
This manual contains help for HSC administrators and provides information concerning the
installation and administration of HSC.
HSC administrators must be experienced in the use of Microsoft Windows products and the
impact HSC-specific configuration changes (e.g. reconfiguration of extensions or interfaces)
may have on the functioning of the HSC system.
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Introduction
Structure of the Manual
1.2 Structure of the Manual

The manual consists of the following chapters and appendices:
Chapter 1 - Introduction provides an overview of HSC and the likely users of the HSC-
specific administrative functions.
Chapter 2 - Administration Functions describes the general management of the graphical
user interface of HSC, in particular how administration functions are executed.
Chapter 3 - General Settings describes all administration settings of the "objects" in the hotel
(i.e. the hotel data itself, rooms, extensions, employees and emergency call) and explains how
to define languages and countries in the HSC system.
Chapter 4 - System Settings includes basic information on users, roles, authorizations,
message handling as well as HSC-specific default settings.
Chapter 5 - Settings for Service Tracking describes the configuration concerning service
types, service texts, departments, categories, service attendants, etc. you have to perform to
make sure that service tracking in the hotel works in the way you need it.
Chapter 6 - Web Portal describes the Web-Portal tool that allows you to design guest surveys
and to adjust text and banners for the guest console.
Chapter 7 - Interfaces comprises the data required in HSC for the configuration of the various
interfaces: You can make your selection from options for call charge accounting as well as from
settings for executing wakeup calls, room status management and connection to external
systems, such as PMS, VMS, etc.
Chapter 8 - Customizing describes how to create and change reports and report templates
for work order lists and the management information system and integrate it into HSC and how
you can customize storage paths for guest console contents.
Appendix A - Generation of Charge Rate Files explains the generation of individual charge
rate files containing different calculation rules and tariffs, depending on the respective operator
and types of extension, and also comprising an annotated example of a charge rate file.
The Index is a tool which provides fast access to detailed information on a given topic.
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Introduction
Notational Conventions
1.3 Notational Conventions

● In the text, screen elements are displayed in italics.
● Important information in the text is highlighted in bold.
● The keys of your keyboard are displayed in italics, in angle brackets (e.g. <Alt>).
● The > sign describes paths through menu items you have to select to reach a certain
feature.
> With this symbol notes are indicated.
7 With this symbol warnings are indicated.
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Introduction
Notational Conventions
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Administration Functions
How to Work with Microsoft Windows Elements
2 Administration Functions
2.1 How to Work with Microsoft Windows Elements

The following sections explain how to work with the GUI elements used in the HSC system.
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.
Figure 2-1 Combo Box or Drop-Down List Box
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).
Invalid entry notification

If you start filling in a textbox or a combo box and the string you type is not valid for the
textbox (e.g. you have used an invalid time format), the text will turn red.
Drop-down list box

A drop-down list box is a type of combo box in which you cannot make direct entries.
Therefore you have to select one of the elements available in the list and cannot enter the
element via the keyboard. The list opens after you click the arrow to the right of the box.
You can speed up your search in the drop-down list using the "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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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.
Figure 2-3 Date-Picker
Opens the calendar for date selection.
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Login, Customizing Desktop Areas
Figure 2-4 Date-Picker Calendar
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.
2.2 Login, Customizing Desktop Areas

See User Guide, Sections 2.2, 2.3 and 3.1.
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How to Use Administration Functions
2.3 How to Use Administration Functions

The administration functions available for a hotel administrator, which are described in
individual chapters in this manual, can be accessed via the following menus in the menu bar:
● Service Tracking, menu item Configuration (see Chapter 5)
● all menu items in the Administration menu:
– General Settings (see Section 3.1 to Section 3.5)
– Web Portal (see Chapter 6)
– Interfaces (see Chapter 8)
– System (see Chapter 4)
– International (see Section 3.6 and Section 3.7)
Figure 2-5 Menu Items in "Administration"
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.
By clicking this button you can leave the window.
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.
Figure 2-7 Example of a Context Menu
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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Figure 2-8 Example of a Window for Adding or Editing an HSC Object
Assignments can be of a "multiple" nature (e.g. several employees may belong to

several categories) or "unique" (e.g. a user account may be defined for precisely one
employee). You can edit the areas for assigning of HSC objects by means of the following
buttons:
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).
There are two ways to leave such windows:
Your entries are stored in the database and the window is closed.
Your entries are ignored and the window is closed.

4. In some cases there is the option (or necessity) to assign HSC objects of another type to
the HSC object currently defined/edited. Then all the HSC objects of the other type will be
listed in an assignment window (see Figure 2-9) that have been created in the HSC
system but not yet assigned to the HSC object currently defined/edited. You can select
the ones that you want to assign (multiple selection possible).
Figure 2-9 Example of an Assignment Window (for Assignment of Extensions to an

Employee)
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.
Closes the window without assignment of elements.
There is an alternative to the time-consuming (first) entering of the master data of

> your hotel (e.g. rooms, extensions, employees, service texts, etc.) and also of
(interface) configuration data (e.g. to VMS; PMS) using the HSC administration
interface described in the following chapters: You can request your service engineer
to perform a mass data import by means of an XML file!
If necessary, you can request your service engineer to conduct a mass data export
of the master and configuration data available in the HSC database for backup
purposes.
Both functions are extensively described in the Service Manual, Chapter 7.
2.3.1 Search Function
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.
2.3.2 Notes on Using the HSC Administration User Interface

● In case of problems with the saving of entries in a window, the cursor will jump to the field
in which the first error has occurred.
● The lists for selection of Country and Language first will offer you the five last entries you
used. Separated by a line, an alphabetical list of all entries will follow.
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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:
Deleting impossible In case of a reference of

Address Hotel data
Country Hotel data or employee
Extension Employee
Role User account
Room Service request or extension
Department, category Service request
Service type, service text Service request
Employee Service request
Table 2-1 Dependencies during the Deletion of HSC Objects
● If a HSC object is deleted, all "subordinate" objects will be implicitly removed from the HSC
database (e.g. deletion of a department automatically removes all categories assigned to
the department).
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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).
> function (see Service Manual, Chapter 7).

Usually this data is imported into HSC by a service engineer by means of the import
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
Figure 3-1 General Settings - Hotel Configuration
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.
Figure 3-2 General Settings - Room Configuration
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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.
Search for room

If you search for an existing room, e.g. for changing its data, you can avoid time-consuming
scrolling in the rooms list by using the field Search for Number for a quick search for the room:
In this field either enter the requested identification (room number) or any number of leading
characters of this room identification and activate the Search button or press <Enter>. The
requested room (or the first room in the list containing the specified characters) will be
highlighted in the rooms list.
3.2.1 Add or Edit a Room

In this window you can define a new room or change the data of an existing room.
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General Settings
Rooms
Figure 3-3 General Settings - Edit Room Details
The New Room window contains the following fields:

Number
Name or number of the room (max. 60 characters).
Category
Editable listbox; shows all the room categories already defined. You also can enter a new
category.
Can be booked by guests
Check box;
only for rooms with an activated checkbox HSC can perform operations like check-in,
check-out, booking of minibar consumptions, etc. (usually such rooms are created in the
PMS in a similar way).
Room Facility
This area is used for the assignment of room facilities to the currently defined/edited room
or for deleting of such assignments.
Clicking the Add... or the Edit... button will open the respective subsequent window (see
Section 3.2.2).
By clicking Delete you can deactivate the selected assignment of room facilities.
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General Settings
Extensions
3.2.2 Room Facilities

You can insert new facilities or choose and assign an existing facility.
Figure 3-4 General Settings - Room Facilities
The New Room Facility window contains the following fields:

Name
Editable listbox; shows all the room facilities already defined. You also can enter a new
facility.
Value
Additional description of the facility (optional)
3.3 Extensions
Each extension newly created in the following windows has to be configured in

7 HiPath, CAP, PMS and VMS as well!
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
Figure 3-5 General Settings - Extension Configuration
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.
You can add new extensions or modify or delete existing extensions:

By means of the Add ... button you can define a new extension in a subsequent window; by
means of Edit … you can change the properties of an extension selected in the list in a similar
way (see Section 3.3.1).
With Delete you remove the extension selected in the list from the HSC system.
> responds to such an attempt by displaying a warning.)

Please do not delete an extension that is the main extension of a room! (HSC
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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.
3.3.1 Add or Edit an Extension

Using the New Extension window you can define a new extension in your HSC system or
change the data of an existing one.
For the extensions created in HSC (as described below) to be correctly administrated by the
HSC system, the following conditions must apply:
1. All extensions have to be configured in the HiPath switch of your hotel.
2. All extensions have to be defined as "Devices" in CAP (see Service Manual, Chapter 3).
3. As a Prefix the "Main number" created in the CAP Domain configuration (i.e. the main
telephone number of your HiPath switch) shall be specified (see Service Manual, Chapter
3).
Figure 3-6 General Settings - Edit an Extension
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General Settings
Extensions
The New Extension window contains the following fields:

Number
Telephone number (has to be defined as "Device" in the CAP component; see Service
Manual, Chapter 3).
Prefix
"Prefix" to the extension, e.g. telephone number of your hotel (has to be configured in the
CAP Domain configuration as "Main number" of your HiPath switch; see Service Manual,
Chapter 3).
> 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:
"Room" Guest phone

"Box" Telephone box (for individual calculation of telephone box call
charges)
"Employee" Phone used by hotel employees (e.g. service attendants);
such a phone can be assigned to the Front Office PC
(switchboard) by entering its Host name (see below)
"System" Extension that is used either a virtual extension for wakeup calls
or Service Tracking (physical type = "Virtual") or for internal
administration of the call queue (physical type = "Queue")
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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:
"Analog phone" Analog telephone without display

"OpenStage" Digital phone (of type OpenStage) with display
"DECT cordless phone" Cordless phone with display, e.g. CMI (Cordless Multicell
Integration)
"Modem" For extensions to which a modem is connected; no monitoring
of these extensions in CAP, i.e. no "events" will be forwarded to
HSC
"Virtual" For monitored wakeup calls (i.e. if no VMS available) as well as
for notifying service attendants via DECT cordless phone (with
HiPath 4000 only) or via OpenStage, when a new service
request is available
"Queue" RCG number, for displaying the call queue itself (if the license
"Call Queue" is available) or the number of calls currently
contained in the call queue in the Call Control Center (see
Service Manual, Appendix A)
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
> General Settings - Room window (see Section 3.2).

The rooms offered here for selection must have been created before in the
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.
If several extensions are assigned to a room, then one of these extensions

> should be defined as main extension (even if the physical type = "Box").
This is important because e.g. for wakeup calls it is always the main extension
that is the destination of the call.
>
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
Figure 3-7 General Settings - Employee Configuration
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.
By clicking Close you leave the General Settings - Employee window.
3.5 Emergency Calls

Using the Emergency Calls window you can define several phone numbers as emergency
phone numbers.
It is recommended to define the associated message type "Pbx: Emergency Call" in the
Message Handler as follows:
Transmission route = "GUI" with property "Blocking",
Target type = "All".
In this configuration a message window is shown on the Front Office PC and on the Tablet
alerting the hotel employees when a guest dials a telephone number defined as emergency
call.
Via Administration > General Settings > Emergency Call you can access the General Settings
- Emergency Call window, where all emergency call numbers that are currently defined in the
HSC system are listed in the working area.
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General Settings
Emergency Calls
Figure 3-8 General Settings - Emergency Call Configuration
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.
> server!
The HSC system responds to a newly added emergency call only after restart of the
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General Settings
Country
3.5.1 Add or Edit an Emergency Call Number

In the New Emergency Call window you can define a new emergency call or change the data
of an existing one.
Figure 3-9 General Settings - Add an Emergency Call
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
Figure 3-10 International - Country Configuration
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.
3.6.1 Add or Edit a Country

In the New Country window you can define a new country or change the data of an existing
country.
Figure 3-11 International - Add a New Country
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General Settings
Language
The New Country window contains the following fields:

ISO code
International ISO code (max. 3 characters)
Name (short) and Name (long)
Short and long form of the name of the country (max. 60 characters each)
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.
Figure 3-12 International - Language Configuration
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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
With Delete you remove the language selected in the list from the HSC system.
3.7.1 Add or Edit a Language

In the New Language window you can define a new language or change the data of an existing
language.
Figure 3-13 International - Add a New Language
The New Language window contains the following fields:

ISO code
International ISO code (max. 3 characters)
Name (short) and Name (long)
Short and long name of the language (max. 60 characters each)
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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.
4.1 User Account

With a user account you define which of your employees may access the HSC system. In
addition, HSC provides an authorization system that allows you to control which actions a user
may perform (the user will only be able to view these actions, all the others will be hidden!). For
this purpose a role will be assigned to the user which is associated with specified rights.
You can define these roles yourself, in accordance with the structure of your hotel. The rights
(depending on your purchased licenses), however, are predefined in HSC!
The user account also includes the first assignment of a password for the HSC system and a
PIN number for logging in at a Tablet.
In this window you can add new user accounts or create a user account in the process of adding
a new user.
Via Administration > System > User Account all user accounts that are currently defined in the
HSC system are listed in the working area. Above the list you will find a browse function to
search for user names.
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System Settings
User Account
Figure 4-1 System - List of User Accounts
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
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.
4.1.1 Add or Edit a User Account

In the New User Account window you can define a new user account or change the data of an
existing 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
Figure 4-2 System - Add a new User Account
The New User Account window contains the following fields:

User name
Login name of an HSC user.
Employee
Drop-down list for selecting the name of one of the hotel employees currently registered in
the HSC system.
Role
Drop-down list with the roles defined by you (see Section 4.2).
Password
Login password, valid for Front Office login (or login at HSC Maintenance; see Service
Manual, Chapter 6).
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.
Figure 4-3 System - List of Roles
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
4.2.1 Add or Edit a Role

In the New Role window you can define a new role or change the data of an existing role as
well as assign a right to a role.
Figure 4-4 System - Add or Edit a Role, Assign Rights
The New Role window contains the following fields:

Name
Name/description of a role
Assignment of Rights
You see all rights already assigned to the role above.
By means of the Add ... button you can assign rights to the role in a subsequent window.
With Delete you take out the right from this role.
Assignment of Rights Window

With the Assignment of Rights window (see Figure 4-4) you can assign the rights to all the roles
the employees with this role will need. You can define the roles for yourself in your HSC system.
The rights are predefined in HSC (they cannot be changed even by an administrator!!) and
adjusted to the structure of the menus. The user will only see the menu items he is entitled to
see.
The following rights are provided by HSC (it depends on the licenses you have purchased,
which rights you will see in your HSC system; see Service Manual, Chapter 2):
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System Settings
Role
Right Access to Menu Item

Administration: Extension Administration - General Settings: Extension
Administration: General Settings Administration - General Settings: Hotel, Rooms,
Employees
Administration: Interface Administration - Interfaces: Wakeup Calls, VMS, Call
Accounting, PMS, Room Statuses
Administration: International Administration - International: Countries and
Languages
Administration: System Administration - System: User Accounts, Roles,
Message Type, Settings
At least one user with this right has to be defined. If
only one user has this right, the system will prevent
this user from being deleted (see note below).
Administration: Web Portal Administration - Web Portal: all menu items
Call Control Call Control: Call Control Center, Direct Call Buttons
Facility Monitoring Configuration Facility Monitoring: Configuration
Facility Monitoring Facility Monitoring: Facility monitor
Front Office Login Access to the HSC system (Front Office user
interface)
This right is recommended for each role defined in the
HSC system. Therefore this right is assigned to all
new roles by default.
Maintenance Login Access to the program HSC Maintenance (see
Service Manual, Chapter 6) and all the functions that
can be activated via HSC Maintenance
Management IS General: Management Information System
Service Request Delete Service Tracking: Button Delete
Service Tracking Service Tracking: New Service Request, Service
Control
Service Tracking Configuration Service Tracking: Configuration
Work Order Lists General: Work Order Lists
Table 4-1 System - Roles and Rights
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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).
Alternatively, a role including the right "Maintenance Login" can be assigned to a

service engineer; this enables him/her to access HSC Maintenance and all its
functions including administrator rights for the HSC system.
4.3 Message Type (= Message Handler)

HSC and the systems connected to it often generate messages of various kinds. You can define
the target of these messages by means of a transmission route. For some message types you
can define transmission routes for different priorities. (You may, e.g., send an SMS to the
administrator in case of a fatal error of priority 1 or trigger a note for the user in case of an
information due to an error of priority 4, see example Figure 4-8).
The messages are grouped in message types. For most message types, text and priority are
assigned by the system. In case of some messages ("Facility Monitoring: Problem" and "Facility
Monitoring: Recovery") you can configure both the text and the priority.
There are 13 different message types:
● [...]: This message type contains all messages that cannot be assigned to another
message type. Define transmission routes for all priorities (from information to fatal error).
● Facility Monitoring: General: This message type is applicable for all other messages of
Facility Monitoring, e.g. if no statement on the status can be made. Define a transmission
route for all priorities.
● Facility Monitoring: Acknowledgement: This message type includes all "acknowledgement
messages" of Facility Monitoring (you can acknowledge the noting of a problem in the
Facility Monitor by means of an acknowledgement window or via the context menu; see
User Guide, Chapter 8). Define a transmission route for all priorities.
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System Settings
● 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
Figure 4-5 System - List of Message Types
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.
4.3.1 Edit a Message Type

In the Message Type window you can assign one or more transmission routes to the selected
message type. For some message types you can define transmission routes for different
priorities (see Section 4.3.2).
Figure 4-6 System - Configuration of a Message Type without Priority
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System Settings
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.
New Transmission Route Window

By means of this window a transmission route can be assigned to the selected message type.
Figure 4-7 System - Message Handler, Add a Transmission Route
The New Transmission Route window contains the following fields:
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
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.
Also add for higher priorities

If you check this checkbox, the newly defined transmission route is also valid for all
messages with higher priorities than the selected one (the checkbox is only visible if
number of priorities > 1).
4.3.2 Message Type with Different Priorities (Example)

If a message type has more priorities you can assign transmission routes to each priority.
Example for the message type "Fault" (see Figure 4-8):
All messages with priority 3 and 4 are indicated to the user (selected in the New Transmission
Route window) in the Messages window of the HSC system (to be opended via General >
Messages).
All messages with priority 2 are indicated to the user (selected in the New Transmission Route
window) on the GUI (Messages window and Tablet).
All messages with priority 1 are indicated to the user (selected in the New Transmission Route
window) on the GUI (Messages window and Tablet). Furthermore the administrator (selected
in the New Transmission Route window) will be notified by means of an SMS.
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System Settings
Settings
Figure 4-8 System - Configuration of a Message Type Considering Different Priorities
See Section 4.3.1 for the description of the buttons.
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
Figure 4-9 System - Settings
In this window you will find - organized in function groups - checkboxes and fields for changing
of system settings.
Function Group Administration

Mass data import - access time interval (millisec.)
Field for definition of the time interval (in milliseconds) determining the time that may
elapse after the import of an element (a column) of a database category from an Excel
Import file until the next element is imported into the HSC database.
It makes sense to increment the default value if you want to reduce the speed of the import
process because the network connection is not good or capacity problems are
encountered on the server; frequent connection timeout errors during import are a tell-tale
sign of such a situation.
Default value: 250 milliseconds
Change effective after restart of the client.
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System Settings
Settings
Function Group Client

Use strong passwords
If you configure that only "strong" passwords may be used, then all new passwords must
consist of digits, upper-case, lower-case and special characters and must have a min.
length of 8 characters.
Change effective after restart of the client.
Function Group E-mail and SMS

Url for Kannel(SMS) Gateway
Url of Kannel(SMS/WAP) Gateway
Change effective after restart of the server.
SMTP mail server name
Name of the SMTP mail server for outgoing e-mails of the hotel, where HSC is installed.
Outgoing e-mail sender address
Sender e-mail address for replying to outgoing e-mails.
Function Group Management Information System

Scheduler period (sec.)
Time interval after which the Management Information System generates an "image" of the
current contents of the HSC database, which is used for the reports.
Default value: 86400 seconds (= 1 day)
Start time of scheduler
The scheduler of the Management Information System generates an "image" of the current
contents of the HSC database for the first time automatically when the HSC system is
started up on the server and subsequently periodically at the end of the time interval
specified as Scheduler period (see above).
The Start time of scheduler specifies the time when the calculation of the Scheduler period
is started after which the image of the current contents of the HSC database is generated
periodically and calculations needed for reports are performed in advance.
Default value: 03:00 a.m.
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System Settings
Settings
Number of days for time period calculations

Number of day intervals that shall be offered for selection as Time interval in MIS reports,
where "Day" is specified as value for the Time unit parameter.
Default value: 60 days
Number of weeks for time period calculations
Number of week intervals that shall be offered for selection as Time interval in MIS reports,
where "Week" is specified as value for the Time unit parameter.
Default value: 8 weeks
Number of months for time period calculations
Number of month intervals that shall be offered for selection as Time interval in MIS
reports, where "Month" is specified as value for the Time unit parameter.
Default value: 6 months
Number of years for time period calculations
Number of year intervals that shall be offered for selection as Time interval in MIS reports,
where "Year" is specified as value for the Time unit parameter.
Default value: 2 years
Function Group Call Control

Call queue display as a bar
If the call queue is not shown as a list in the Call Control Center (i.e. additional license "Call
Queue" not available) you can decide whether the number of calls waiting in the call queue
will be displayed in the Call Control Center as a bar or as a number.
Default value: display as a number
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System Settings
Settings
Function Group Extended Call Control Features
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!
Call intrusion enabled

After activation of this feature, it is possible in the Call Control Center to intrude into an
ongoing guest call.
Override of "Do Not Disturb" mode enabled

After activation of this feature, it is possible in the Call Control Center to call a guest even
if the "Do Not Disturb" mode is switched on on his/her phone.
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Service Tracking Settings
Service Tracking - Overview
5 Service Tracking Settings
5.1 Service Tracking - Overview

With the features of Service Tracking, service requests of hotel guests as well as administrative
work instructions can be processed and forwarded as service requests to the service
attendants in charge.
The progress in the completion of a service request can be monitored centrally and the level of
satisfaction of the guest with the execution can be processed (see User Guide, Chapter 5).
Subsequently, statistical analyses and detailed studies of the performed services can be
conducted by generating specific work order lists or other reports (see User Guide, Chapters 6
and 7).
The following scenario will illustrate the basic functioning of Service Tracking in HSC:
Figure 5-1 Service Tracking in the Hotel
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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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● Now assign the service texts and codes to departments/subdepartments (= categories)

responsible for the execution of the service (see Section 5.5 and Section 5.6).
● Define hotel employees as service attendants and assign an identification code, one or
several languages, extensions, user accounts, categories as well as transmission routes
(see Section 5.7) to these employees.
>
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 Type
5.2 Service Type

You can classify the service requests in your hotel by creating the respective service types. For
this purpose all you have to do is assign all service texts and codes that define service requests
to the respective service types (see Section 5.3).
You can access the Service Tracking Configuration - Service Type window via Service Tracking
> Configuration >Service Type, where all service types that are currently defined in your HSC
system are listed in the working area.
Figure 5-2 Service Tracking - Configuration of Service Types
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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Service Type
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
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.
When within a Service Tracking process a reference of a service request to a service

> type has been made (i.e. by assigning a service type to a service request; cf. User
Guide, Chapter 5), this service type cannot be deleted anymore!
5.2.1 Add or Edit a Service Type

In the Service Type window you can change the data of an existing service type or define a new
service type.
The number of service types that can be administrated by the HSC system is restricted to 8.
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Service Type
Figure 5-3 Service Tracking - Editing of a 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.
If in Service Tracking a reference of one service request to a service type has

> been made at least once before, the property "Submittable" for this service type
cannot be changed anymore!
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Service Type
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.
For each service text, it is up to you to decide

>> to assign the service text to exactly one service type,
> to assign the service text to several service types, or
> assign the service text to no service type at all.
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.).
Assignment Service Texts - Service Type

In this window you choose from all service texts that have been defined in the HSC system (see
Section 5.3) and have not yet been assigned to the service type currently defined/edited the
service types you want to assign (multiple selection is possible).
Above the list of the service texts a search function (input field Search for Service text) to search
for a service text is available.
The texts are assigned by pressing the Assign button.
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Service Text
Figure 5-4 Service Tracking - Assignment of Service Texts to Service Type
5.3 Service Text

Service texts (and their unique codes) define all service requests that can be executed in your
hotel.
You can access the Service Tracking Configuration - Service Text window via Service Tracking
> Configuration >Service Text, where all service texts and codes that are currently defined in
your HSC system are listed in the working area.
Above the list a search function (input field Search for Service text) to search for a service text
is available.
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Service Text
Figure 5-5 Service Tracking - Configuration of Service Texts
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 Text
Service text search

If you search for a service text whose data you want to change, you can avoid time-consuming
scrolling through the service text/code/list, by using the input field Search for service text for
quick service text search: In this field either enter the service text of the respective service
request or any number of leading characters of this service text and click the Search button or
press <Enter>; the requested service text (i.e. the first service text in the list containing the
specified characters) will be highlighted in the service code/text list.
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
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!
5.3.1 Add or Edit a Service Text

In the Service Text window you can define all detail data of an existing service text or its
assignment to categories and service types or define a new service text.
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Service Text
Figure 5-6 Service Tracking - Adding a New Service Text
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 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.
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.
Assignment Categories - Service Text

In this window you choose from all categories that have been defined in the HSC system (cf.
Section 5.6) and have not yet been assigned to the service text currently defined/edited the
service texts you want to assign (multiple selection is possible).
In the list of categories the ones are marked that are relevant for the Service Tracking function.
Above the list of categories a search function (input field Search for name) to search for a
category is available.
The categories are assigned by clicking the Assign button.
Figure 5-7 Service Tracking - Assignment of Categories to Service Text
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Service Satisfaction Level
Assignment Service Types - Service Text

In this window you choose from all service types that have been created in the HSC system
(see Section 5.2) and have not yet been assigned to the service text currently defined/edited,
the service types you want to assign (multiple selection is possible).
In the list of service types the ones with the property "Submittable" are marked.
The service types are assigned by clicking the Assign button.
Figure 5-8 Service Tracking - Assignment of Service Types to Service Text
5.4 Service Satisfaction Level

With a value from the service satisfaction ranking the satisfaction of a guest with the
performance of "his or her" service request can be expressed. This assessment of service
satisfaction is important in particular in statistical analyses (cf. User Guide, Chapter 7).
The list of service satisfaction levels may not exceed 10 elements in HSC. Each element in the
list is a designation that can be chosen freely by the hotel administrator and is characterized by
a value between 1 and 10 on the service satisfaction scale. 1 is the most positive and 10 the
most negative assessment of a service request.
After completion of a service request, Front Office can choose the level corresponding closest
to the guest's level of satisfaction with the way the service request was fulfilled (see User Guide,
Chapter 5).
Using this function you can change the current names of the entries in the service satisfaction
ranking or define names for additional service satisfaction levels and assign them a certain
satisfaction rank.
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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.
Figure 5-9 Service Tracking - Service Satisfaction Level Configuration
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.
5.4.1 Add or Edit Service Satisfaction Level

In the Satisfaction Level window you can rename an existing level of service satisfaction or
assign a new level of satisfaction to a satisfaction rank that has not been used before.
The number of the levels of satisfaction (and thus also the number of the different "satisfaction
ranks") that can be managed by the HSC system is restricted to 10.
Figure 5-10 Service Tracking - Editing a New Level of Satisfaction
The Satisfaction Level window contains the following fields:

Name
Current designation of the level of satisfaction (can be chosen freely).
Ranking
The "rank of satisfaction" (on a 10-step scale) uniquely assigned to the designation.
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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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.
Figure 5-11 Service Tracking - Configuration of Departments
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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Department
Name
Current designation of the department
Search for department

If you search for a department, e.g. for changing its designation, you can avoid time-consuming
scrolling in the list of departments, by using the input field Search for name for quick department
search: In this field either enter the name of the requested department or any number of leading
characters of this name and click the Search button or press <Enter>; the requested
department (and/or the first department in the list whose name begins with the characters
entered) will be selected in the departments' list.
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.
As long as no reference from a service request to a department has been made in

> Service Tracking (i.e. an assignment of a department to a service request; see User
Guide, Chapter 5), this department can be deleted. All categories related to this
department will be deleted as well during this process.
By clicking Close you leave the Service Tracking Configuration - Department window.
5.5.1 Add or Rename a Department

In the Department window you can change the designation of an existing department or define
a new department.
Figure 5-12 Service Tracking - Adding a New Department
The Department window only contains the field

Name
Current designation of the department (can be chosen freely).
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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.
Figure 5-13 Service Tracking - Configuration of Categories
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
Relevant for service tracking

A check in this column shows that the category is "Relevant for service tracking": this
means that service requests can be submitted to this category for execution if at least one
service attendant belongs to this category.
An x in the column means that the category cannot be included in the Service Tracking
process in your hotel.
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.
When within a Service Tracking process no reference from a service request to a

> category has been made (i.e. by assigning a category to a service request; cf. User
Guide, Chapter 5), this category can be deleted!
By clicking Close you leave the Service Tracking Configuration - Category window.
5.6.1 Add or Edit a Category

In the Category window you can change detail data of an existing category and its assignment
to service texts and employees or define a new category. In this process you also define
whether a category is relevant for Service Tracking.
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Category
Figure 5-14 Service Tracking - Adding a New 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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Category
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.
Assignment Service Texts - Category

In this window you can choose from all service texts that have been created in the HSC system
(cf. Section 5.3) and not yet been assigned to the category you are currently defining/editing,
the service texts you want to assign (multiple selection is possible).
Above the list of service texts a search function (input field Search for service text) to search
for a service text is available.
The service texts are assigned by pressing the Assign button.
Figure 5-15 Service Tracking - Assignment Service Texts to Category
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Employee
Assignment Employees - Category

In this window you can choose from all employees that have been created in the HSC system
(cf. Section 5.7) and not yet been assigned to the category you are currently defining/editing,
the employees you want to assign (multiple selection is possible).
In the list of employees the ones that are defined as service attendants are marked.
Above the list of employees a search function (input field Search for name) to search for an
employee is available.
The employees are assigned by pressing the Assign button.
Figure 5-16 Service Tracking - Assignment Employees to Category
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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Employee
Figure 5-17 Service Tracking - Configuration of 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
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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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.
5.7.1 Add or Change an Employee

In the Employee window you can modify the detail data of an existing employee or change his
or her assignment to languages, extensions, user accounts, categories and transmission
routes or define a new employee.
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Employee
Figure 5-18 Service Tracking - Editing Employee Settings
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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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).
The Service Attendant area comprises below fields:

Service attendant
If you activate this checkbox, you define this employee as a service attendant responsible
for the execution of service requests (see User Guide, Chapter 5); in this case, the
employee is added to the list of service attendants available for Service Tracking functions
and you also have to define a transmission route for this service attendant (see below).
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
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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Employee
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.
If the hotel employee is a service attendant, the languages assigned to that

> employee implicitly define the language on the Tablet user interface the service
attendant uses when executing service requests. If, for example, the languages
German and/or English are assigned to the service attendant, the Tablet of that
service attendant will be set to the language with the higher priority among the two;
if neither German nor English is assigned to the service attendant, the Tablet will
always be set to the default language, which is English.
The area Assignment of Extensions serves for assigning of extensions of the currently
defined/edited employee or for deleting of such assignments.
By clicking Delete you can cancel the assignment of the extensions selected in the list (multiple
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.
By clicking Delete you can cancel the assignment of the categories selected in the list (multiple
>
By means of this function you can also move employees from one category to
another.
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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.
Assignment Languages - Employee

In this window you can choose from all languages created in the HSC system and not yet
assigned to the employee currently defined/edited the languages you want to assign (multiple
selection is possible).
Above the list of languages a search function (input field Search for code (short)) to search for
a language is available.
The languages are assigned by pressing the Assign button.
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Employee
Figure 5-19 Service Tracking - Assignment Languages to Employee
Assignment Extensions - Employee

In this window you can choose from all extensions created in the HSC system and not yet
assigned to the service attendant currently defined/edited the extensions you want to reassign
(multiple selection is possible).
Above the list of extensions a search function (input field Search for number) to search for an
extension is available.
The employees are assigned by pressing the Assign .button.
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Employee
Figure 5-20 Service Tracking - Assignment Extensions to Employee
Assignment Categories - Employee

In this window you can choose from all categories created in the HSC system (see Section 5.6)
and not yet assigned to the employee currently defined/edited the categories you want to
reassign (multiple selection is possible).
In the list of categories the categories are marked that are relevant for the Service Tracking
function.
The categories are assigned by pressing the Assign button.
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Employee
Figure 5-21 Service Tracking - Assignment Categories to Employee
Assignment User Accounts - Employee

By means of the User Account window you can define a new user account for an employee of
your hotel and assign it to the employee or modify the data of an already assigned user
account.
> Several user names can be assigned to one employee!
Figure 5-22 Service Tracking - Creating a User Account for an Employee
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Employee
For a detailed description of input fields in the User Account window, see Section 4.1.
Assignment Transmission Routes - Employee

Using the Transmission Route window, you can define how the HSC system is to handle
communication between Front Office and service attendants, e.g. when service requests are
submitted by the Front Office and confirmed by service attendants.
You can define a new transmission route for an employee of your hotel and assign it to this
employee or change the data of an already assigned transmission route.
> Several transmission routes can be assigned to one employee!
Figure 5-23 Service Tracking - Creating a Transmission Route for an Employee
The Transmission Route window contains the following fields:

Type
Drop-down list, where you can select "Phone", "Tablet", E-mail", "SMS" or "Kirk" as a
transmission route between Front Office and service attendant.
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Employee
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.
An extension selected as a transmission route is a special case of an

> employee’s "personal" extension and therefore cannot be assigned to the
employee via the Assignment of Extensions window (see Section 5.7.1,
“Assignment Extensions - Employee”) at the same time.
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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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Employee
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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.
Figure 6-1 Guest Console Example
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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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 following sections provide a detailed description of these functions.
6.1 Guest Console Categories

With the Guest Console Categories function you can define categories for the guest console
contents in your HSC system.
>
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
Figure 6-2 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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6.1.1 Add or Edit a Guest Console Category

Every newly added guest console category causes automatically a new entry in the navigation
area of the guest console.
Figure 6-3 Web Portal - Edit a Guest Console Category
The Guest Console Category window contains the following fields:

Name
Current designation of a guest console category
Localisation
Contains the texts assigned to the selected guest console category that are displayed as
an entry in the navigation area of the guest console:
● German wording follows the "de :" prefix
● English wording follows the "en :" prefix
Default: After creation of a new guest console category these texts are identical with the
category’s name.
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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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).
Figure 6-4 Web Portal - Guest Console Text Localisation
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.
6.2 Guest Console Contents

With the Guest Console Contents function you can define objects for guest console categories
(e.g. pages containing hotel-specific information where the "category links" in the guest conso-
le navigation area refer to) and graphics (banners) to be displayed on the guest console.
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
Figure 6-5 Web Portal - Guest Console Content
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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6.2.1 Add or Edit a Guest Console Content

The Guest Console Content window contains all data connected with the guest console object
selected or newly to be created.
Figure 6-6 Web Portal - Edit a Guest Console Content
The Guest Console Content window contains the following fields:

Name
If the selected guest console category # Banner, the text entered in this field is shown in a
"list" of the guest console to explain the defined link or file - depending on the selection of
the radio button URL or File.
If the selected guest console category = Banner, the field specifies the name of the image
file (this name is not displayed on the guest console).
> Therefore you should use the adequate language(s) for this text.
Please note that the entered text will be displayed on the guest console.
Guest console category

Drop-down list box for selecting one of the guest console categories defined in the Guest
Console Category window (see Section 6.1) (e.g. Links or Banner).
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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> 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
Radio button URL/File

Determines if the current guest console object contains a link (URL) or a File.
> if you edit an already existing one.

This selection is only allowed if you create a new guest console object, but not
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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Question Categories
6.3 Question Categories

With the Question Categories function you can define question categories for guest surveys in
your HSC system.
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.
Figure 6-7 Web Portal - Question Categories
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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Questions
6.3.1 Add or Edit a Question Category
Figure 6-8 Web Portal - Add a Question Category
The Question Category window contains the following field:

Name
Current designation of a question category.
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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Questions
Figure 6-9 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
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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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.
6.4.1 Add or Edit a Question
Figure 6-10 Web Portal - Edit a Question
The Question window contains the following fields:

Description
Current description of a question.
Question in primary language
Obligatory field; enter the question wording to be displayed in a survey on the guest con-
sole.
Question in secondary language
To have the question displayed in two languages, enter the translation for the survey ques-
tion in the second language. This entry will be displayed in brackets, directly below the wor-
ding in the primary language.
To have the question displayed only in the primary language, leave this field blank.
6.5 Survey Templates

With the Survey Templates function you can design structures for defining guest surveys in your
HSC system. You can select questions and question categories to create a survey template.
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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Survey Templates
Figure 6-11 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.
6.5.1 Add or Edit a Survey Template

By means of the Survey Template window you can combine questions and/or question
categories to design a survey template.
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Survey Templates
Figure 6-12 Web Portal - Edit a Survey Template
The Survey Template window contains the following fields:

Name
Current designation of a survey template.
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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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.
Figure 6-13 Web Portal - Surveys
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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Surveys
6.6.1 Add or Edit a Survey

By means of the Survey window you can combine questions and/or question categories and/
or survey templates to design a survey.
Figure 6-14 Web Portal - Edit a Survey
The Survey window contains the following fields:

Name
Current designation of a guest survey.
Valid from
Displays the start date of displaying the survey on the guest console (date format
dd.mm.yyyy).
Valid to
Displays the end date of displaying the survey on the guest console (date format
dd.mm.yyyy).
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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.
> You can use each question in a category only once!

You can use each category in a survey only once!
Assignment Survey Templates to Survey
Figure 6-15 Web Portal - Assignment Survey Templates to 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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Surveys
Assignment Question Categories to Survey / Survey Template
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.
Assignment Questions to Survey / Survey Template
Figure 6-17 Web Portal - Assignment Questions to Survey / Survey Template
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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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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.
7.1 Wakeup Call Settings

HSC offers interfaces to other wakeup call systems, however it also offers its own wakeup call
system.
A wakeup call can be entered by
● phone, pressing a key
● phone, using a voice guidance system (when using a VMS)
● entry at the HSC GUI
● entry in the PMS (when using a VMS)
Execution of the wakeup call

All wakeup calls are monitored by HSC (except for external wakeup call system via PMS inter-
face, where controlling is done over the external wakeup call system).
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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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Interfaces
Figure 7-1 Interfaces - List of all Wakeup Call Systems
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.
> 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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7.1.2 Settings for Internal Basic Wakeup Calls

To make possible wake-up calls in HSC without having to use an external wake-up call system,
you have to configure "virtual stations" in your HiPath switch, in CAP and in the HSC system
itself, from which the guests to be wakened can be called.
● In HiPath 4000, HiPath 3000, OpenScape Office, OpenScape Business "virtual stations"
have to be defined (see original documentation of the switch and Service Manual, Chapter
3).
● These virtual stations must also be taken into account when creating devices in CAP (see
Service Manual).
● And, finally, the respective number of "virtual stations" have to be configured via the
General Settings - Extensions window.
The more guests should be wakened simultaneously, the more virtual stations have to be
created (5 are recommended as a minimum).
Figure 7-2 Interfaces - Wakeup Call, Parameters for HSC-Internal Wakeup Calls
The Internal Wakeup Call System window contains the following fields:
Number of wakeup call attempts

Number of attempts at a wakeup calls that has not been answered by the guest
Wakeup call duration (sec.)

Duration of a wakeup call (ringing) in seconds.
Time interval between 2 wakeup call attempts (sec.)
Time (in seconds) before the next wakeup call is started (if the last one was not successful
because the guest did not answer).
7.1.3 Settings for Internal Advanced Wakeup Call System

For the operation of the internal “Advanced Wakeup CallSystem” with voice prompt it is
necessary that either a CAPI compliant ISDN Controller is installed and configured or SIP VoIP
connection with switch is established.
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Figure 7-3 Interfaces - Wakeup Call - Parameters for Internal CAPI Wakeup Call System
The Internal CAPI Wakeup Call System window contains the following fields:

Number of attempts at a wakeup calls that has not been answered by the guest
Wakeup call duration (sec.)

Duration of a wakeup call (ringing) in seconds.
Maximum time to start a wakeup call earlier if necessary (sec.)

If HSC detects that a great number of wakeup calls have to be executed at a specific time,
HSC may start with the first wakeup calls already at an earlier time.
Please consider that you enter the maximum deviation. HSC will always execute the wa-
keup calls with as little deviation as possible. If you do not wish any deviation, enter 0.
Wakeup call timeout (sec.)
If it has not been possible to execute a wakeup call successfully within this time, an error
message will be displayed, no matter whether or not all attempts have already been made.
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Number of reserved lines for incoming calls

This number is always reserved for the setting of wakeup calls via the room telephone of a
guest (= incoming calls) and therefore is not available for outgoing calls.
Please do not reserve all available B-channels of the S0 connection, as this would make
the execution of wakeup calls impossible!
Number of reserved lines for outgoing calls
This number is always reserved for the execution of set wakeup calls (= outgoing calls) and
therefore is not available for incoming calls.
Please do not reserve all available B-channels of the S0 connection, as this would make
the setting of wakeup calls via the room telephone of the guest impossible!
7.1.4 Wakeup Call Settings for VOICELINK @avantage

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 terminal unit 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.
Figure 7-4 Interfaces - Wakeup Call, Parameters for VOICELINK @avantage
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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Year to be specified with 4 digits in messages

Definition of whether years in messages of the wakeup call system shall be displayed in
two digits (selection "false" = default value) or in 4 digits (selection "true").
Repeat messages
Definition of whether messages of the wakeup call system, whose transmission has failed,
shall be repeated (selection "true") or not (selection "false" = default value).
7.1.5 Wakeup Call Settings for OpenScape Xpressions Hotel

HiPath 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.
For installation and configuration of OpenScape Xpressions Hotel see HiPath Xpressions
Service Manual.
Figure 7-5 Interfaces - Wakeup Call, Parameters for OpenScape Xpressions Hotel
The Xpressions Wakeup window contains the following fields:
Xpressions host name

Name of the server (IP-address; default value = "localhost"), where OpenScape
Xpressions Hotel is installed
Xpressions port
Port number of OpenScape Xpressions Hotel (default value: 80; generally it is not
necessary to change it).
Path for Xpressions communication script

The path indication is a complement to the URL which is used by HSC and OpenScape
Xpressions Hotel to handle communication. (default value: HSC_cgi; generally it is not
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Number of attempts at a wakeup call that has not been answered by the guest.

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VMS Settings
7.2 VMS Settings

With HSC it is possible to record text and/or voice messages for guests.
HSC
- communciates with VMS systems
- communciates with PMS systems
- communciates with HiPath systems (switch LED)
- signals to Front Office the existence of one (or several) messages
- offers the opportunity to store a text message (and to set the status)
At present the following options are available to you:

Text messages for guest
A message is created via HSC or an external PMS and read to the guest by Front Office.
Text messages for guest via PMS interface
An external PMS (currently only JDS) offers its own VMS. Messages are entered in HSC or in
PMS and read to the guest by Front Office.
VOICELINK @vantage messaging
With VOICELINK @vantage voice and text messages can be recorded for the guest. At check-
in guests receive their own mailboxes and can listen to them or delete them via a voice-
controlled menu. Text messages will be read to them by Front Office employees.
Xpressions Messaging
With this VMS guests receive their own mailboxes at check-in and can listen to them or delete
them via a voice-controlled menu.
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
Figure 7-6 Interfaces - List of VMS
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!
With Close you leave the Interfaces – VMS window
7.2.1 VMS Settings for ’Text messages for guest’

With this setting messages can be processed via HSC or an external PMS. By means of a LED
on the phone it is indicated to the guest that a message is waiting. By pressing this LED the
guest is connected to the Front Office and the message will be read to him. For administration
and description of the mailbox symbols, see User Manual, Chapter 4.
At present 2 variants are offered (depending on the settings in the field: "Text message input
from Front Office enabled"):
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VMS Settings
● Entering the text message in HSC

The field "Text message input from Front Office enabled" in the Test message for guest
window is set to "true".
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).
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’
Text message input from Front Office enabled

By using the setting 'true' a window can be opened (by clicking the right mouse key or an
additional key) and Front Office employees can enter text messages in HSC.
LED number for text messages from Front Office
Here you can choose which key/LED should be on when a message is pending (is also to
be configured in the switch, see below)
Settings for analog devices
The '0' must be entered as LED number.
Configuration in HiPath: AEN-SCSU:TLNNU='extension (e.g.

> 2102)',DHPAR=LEDSIGN;
In addition the power supply unit of HiPath4000 shall have ~30 Mhz.
Settings for CMI:

Please always enter LED number 9.
A name key must be reserved for the key 11 at the switch.
ADD-ZIEL:NAME,<Tln#>,<Key#>,<Target>,BD;
<Tln#> = Extension
<Key#> key 11
<Target> = Extension to which the guest is connected by pressing a button
Settings for OpenStages/Optipoints:
Please enter the LED number which should be on when a message has been received
(free key at the main device).
A name key must be reserved for this key at the switch.
ADD-ZIEL:NAME,<Tln#>,<Key#>,<Target>,BD;
<Tln#> = Extension
<Key#> free key
<Target> = Extension to which the guest is connected by pressing a button
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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".
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.
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
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’
Text message input from Front Office enabled)

By using the setting 'true' a window can be opened (by clicking the right mouse key or an
additional key) and Front Office employees are able to enter text messages in HSC.
7.2.3 VMS Settings for VOICELINK @vantage

With VOICELINK @vantage voice and text messages can be recorded for the guest.
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VMS Settings
Figure 7-13 Interfaces - VMS, Messages via VOICELINK @vantage
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.
Figure 7-14 Interfaces - VMS, Parameters for VOICELINK @avantage
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VMS Settings
The VMS - Voicelink @vantage Messaging window contains the following fields:
Source file for info exchange (absolute path)

Absolute path indication for specifying the file in which the VMS 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 the HSC stores data for the VMS
(this file must be configured in VOICELINK @vantage as "Filename: Received Data".
Year to be specified with 4 digits in messages

Definition of whether years in messages of the VMS shall be displayed in two digits
(selection "false" = default value) or in 4 digits (selection "true").
Repeat messages
Definition of whether messages of the VMS, whose transmission has failed, shall be
repeated (selection "true") or not (selection "false" = default value).
7.2.4 VMS Settings for OpenScape Xpressions Hotel

With OpenScape Xpressions Hotel guests receive their own mailboxes at check-in and can
listen to them or delete them via a voice-controlled menu
Figure 7-15 Interfaces - VMS, Messages via Xpressions
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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.
(Potential text messages by PMS will be ignored in HSC).
Figure 7-16 Interfaces - VMS, Parameters for OpenScape Xpressions Hotel
The VMS - Xpressions Messaging window contains the following fields:
Xpressions host name

Name of the server (IP-address; default value = "localhost"), where OpenScape
Xpressions Hotel is installed
Xpressions port
Port number of OpenScape Xpressions Hotel (default value: 80; generally it is not
Path for Xpressions communication script

The path indication is a complement to the URL which is used by HSC and OpenScape
Xpressions Hotel to handle communication (default value: HSC_cgi; generally it is not
Default mailbox password

Entry of the default password for access to the mailbox that is administrated by OpenScape
Xpressions Hotel from the WebAssistant
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VMS Settings
Default mailbox PIN

Entry of the default PIN for access to the mailbox that is administrated by OpenScape
Xpressions Hotel from a telephone set
Maximum number of voice mailboxes in VMS

Maximum number of voice mailboxes that HSC, depending on the available VMS-license,
may create in OpenScape Xpressions Hotel; exceeding the maximum permitted number
specified in the license will be prevented by HSC!
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Call Accounting
7.3 Call Accounting

As soon as HSC is connected with the switch over a call accounting link (see Service Manual
Chapter 3, “Switch Configuration”) HSC will receive all accounting information from the switch
and save it to the database.
HSC offers the following options for preparing call accounting for all telephone charges (guest
telephones, administrative extensions, telephone boxes):
● HSC internal call accounting (Internal):
By default HSC offers internal call accounting, based on a charge rate file to be imported.
The data calculated based on this file are transferred to the PMS. See Section 7.3.1.
● Call accounting by the PMS (Bypass):
Call accounting is not performed within HSC. HSC saves all information received from
HiPath and transfers it to the PMS without processing. PMS calculates the telephone
charges based on the 'raw data' received from the PBX. See Section 7.3.2
● Call accounting by external system (External):
If the customer wants a complex charge rate analysis, including statistics, etc., HSC
provides an interface for external call accounting systems: Siemens Call Accounting
Interface (SCAI).
The HiPath raw data is then transferred from the HSC to the external call accounting
system via SCAI, where it is calculated and subsequently transmitted to the PMS via HSC.
See Section 7.3.3
> 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
Figure 7-17 Interfaces - Call Accounting
Depending on the accounting mode selected, different settings have to be entered.

By means of Activate the selected type of call accounting is activated. Now enter your settings
by means of Edit in the subsequent windows.
> 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
Figure 7-19 Interfaces - Call Accounting, Accounting Mode ’Internal’
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
7.3.1.1 Editing of Charge Rates

Charge rate files are typically created by a Siemens expert and delivered to you together with
the HSC software. Please find enclosed an instruction on how to create a call charge rate file,
i.e. a description of file and data record structure as well as an example (see Appendix A).
In a charge rate file, three different charge rates can be defined:
● Standard unit price (UP) (for extensions of the logical type = "Room"; usually valid for guest
calls)
● Administrator unit price (Admin unit price, AUP) (for extensions of the logical type =
"Employee"; valid for telephone calls made by hotel employees)
● Telephone box unit price (BUP) (for extensions of the logical type = "Box"; valid for
telephone box calls)
It is recommended that the hotel's administrator modify only those records where the costs of
call-charge pulses for guests, hotel employees and for telephone box calls are entered (CA-
records; see Appendix A).
7.3.1.2 Error Handling

During import, each charge rate file record is analyzed. If the record is found to be correct, its
contents are stored in the database.
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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.
7.3.2 Accounting Mode "Bypass"

Call accounting is not performed within HSC. If the charge link from the HiPath to HSC is
activated (see Service Manual Chapter 3), HSC transfers the information without processing to
a PMS (however storing this raw data). The PMS calculates the telephone charges based on
the raw data (to be configured in HiPath) received from the PBX.
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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Figure 7-21 Interfaces - Call Accounting, Accounting Mode ’Bypass’
7.3.3 Accounting Mode "External"

If you want to have a complex call charge analysis including statistical analyses, HSC provides
an interface with the external call charge accounting. For this purpose HSC offers the
"Siemens Call Accounting Interface (SCAI )" Version V1.0. This interface has been
coordinated with several partners. The SCAI specification can be requested from the product
management.
> For SCAI activation the respective license is required.

In this accounting mode the raw data (to be configured in HiPath) for all telephone charges
(guest telephones, administrative extensions, telephone boxes, etc.) are sent from HiPath to
HSC, saved to the database and transferred to the external call accounting system by means
of SCAI. The external call accounting system calculates the telephone charges based on this
raw data and the information provided (zoning tables of various providers) and returns the
calculated values to HSC by means of SCAI. HSC also saves this data and transfers it to the
PMS. (The configuration of the individual parameters of the interfaces to the PMS depends on
the PMS and the protocol used. For details see the description of the interface to the PMS.)
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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.
Figure 7-23 Interfaces - Call Accounting, Accounting Mode ’External’.
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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
Siemens Call Accounting Interface (SCAI)

This interface defines in what format and in what way call data is exchanged between HSC and
an external Call Accounting System.
The SCAI specification can be requested from the product management. For SCAI activation
the respective license is required.
This interface has been coordinated with the partners below:
● TMS-ComTelco HORIZON @vantage Version V 4.06, hot fixes 3 and 4 installed, DLL
"hznint.dll" V 4.12
● FCS Computer Systems
● Tiger InnOvation (Call Management 4.6)
● JDS WinpacXP Property Management System Version 3.5.12, © 2001…2002 by Jurudata
Services Sdn. Bhd.
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PMS Interfaces
7.4 PMS Interfaces

The PMS interface module of HSC makes possible the following basic functions to all 3rd party
Property Management Systems (PMS) for which communication with HSC is provided:
● Information (e.g. CheckIn/CheckOut of guests) from a third-party PMS are received as
messages and executed in HSC.
● Events and activities initiated in HSC will also be transmitted as messages to the 3rd party
PMS.
Information transmission can either be executed over TCP/IP or via a serial interface (V.24/RS-
232).
Currently the following PMS are supported:
Fidelio (TCP/IP)
Hogatex (TCP/IP or V24)
Hostlink (TCP/IP or V24)
JDS (TCP/IP or V24)
JDS over Hostlink protocol (TCP/IP)
Via Administration > Interfaces > PMS all supported PMS (variants of Hostlink) are listed with
their status and the configured connector. (The status can be seen in HSC Maintenance as
well).
Figure 7-24 Interfaces - PMS, List of Plug-Ins
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.
7.4.1 Short Description of the individual Plug-Ins

FIDELIO_flexplugin.HSC: Fidelio uses its own FIAS protocol, connection via TCP/IP
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HOGATEX_flexplugin.HSC: Hogatex uses a slightly changed Hostlink protocol, connection via

TCP/IP or V24.
HOSTLINK_flexplugin.HSC: Hostlink uses the Hostlink protocol, connection via TCP/IP
4 x HOSTLINK_flexplugin: Everyone use the Hostlink protocol, connection via V24
HOSTLINK_flexplugin_Bind_ENQ.HSC: ENQ-mode with bind initialization
HOSTLINK_flexplugin_Bind_SYN.HSC: SYN-mode with bind initialization
HOSTLINK_flexplugin_noBind_ENQ.HSC: ENQ-mode without bind initialization (used in
the majority of cases!)
HOSTLINK_flexplugin_noBind_SYN.HSC: SYN-mode without bind initialization
For a detailed description see
HSC_PMS_Interface_Protocol_Description_v24.pdf,
HSC_PMS_Interface_Protocol_Description_TCP.pdf and
HSC_PMS_Interface_Protocol_Functional.pdf
on the HSC installation CD1 under documentation.
JDS_flexplugin.HSC: JDS uses the JDS protocol, connection via TCP/IP or V24
JDS_Hostlink_flexplugin.HSC: JDS uses the Hostlink protocol, connection via TCP/IP or V24
For a detailed description see
HSC_PMS_Interface_Protocol_Description_v24.pdf,
HSC_PMS_Interface_Protocol_Description_TCP.pdf and
HSC_PMS_Interface_Protocol_Functional.pdf
on the HSC installation CD1 under documentation.
7.4.2 Description of the individual interface parameters

The parameters to be entered in the subsequent windows exclusively deal with connection over
TCP/IP or V24. In this process the subsequent window HOGATEX-flexplugin.HSC is described
as an example, since you can choose your connection path.
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PMS Interfaces
Figure 7-25 Interfaces - PMS, Plug-In Hogatex
The window contains the following fields, divided into 2 areas:

TCP/IP
Hostname/IP address
Host name or IP address of the server, where the PMS to be activated is installed
Port
Port number of the server, where the PMS to be activated is installed (default value: 5009)
Automatic reconnect (only displayed when this function is supported by the PMS)
With this checkbox you define, whether the network connection between the HSC system
and PMS shall be reestablished automatically if it has been interrupted.
Reconnect time (sec.)
Interval (in seconds) until the HSC system attempts a new connection set-up after an
interruption of the connection (default value: 10)
V.24/RS-232 (= serial interface)
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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)
With OK your entries will be stored in the database.
> 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.
7.5 Room Status

Using the Interfaces - Room Status window you can activate/deactivate any of the 10 default
room statuses provided by the HSC system (sufficient for OpenScape Xpressions Hotel and all
PMS). You activate these statuses which are accepted by other systems connecte to HSC like
Xpressions or a PMS system. The appropriate symbols are to be found in Call Control.
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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.
Figure 7-26 Interfaces - Room Status
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).
Thus the window contains the following columns and buttons:

Room Status
Name of the room status in the currently set GUI language
Active
Clicking this checkbox activates the associated room status
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Settings for Call Accounting
7.6 Settings for Call Accounting

This settings are important for Call Accounting when the switch sends charge data that cannot
be clearly assigned.
Figure 7-27 Interfaces - Settings for Call Accounting
The Interface - Settings window contains the following fields:

Room number for "lost" call charges
If you define a value here, HSC will transfer all charge data to which no room could be
assigned (because the extension(s) is/are not configured in HSC) with this value as room
number to the PMS.
If this field remains empty the extension from which the call was made (not configured in
HSC) will be transferred as room number to the PMS
Default value: 9999
Send extensionno. instead of roomno. for "adm. call charges"
If you activate this checkbox, the respective room number will be replaced by the number
of the extension from which the call was made and then transferred to the PMS. This
applies in case of call charges that have been accumulated by "administrative users" (= all
logical extension types without "room").
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Customizing Regarding Work Order Lists and MIS Reports
8 Customizing
8.1 Customizing Regarding Work Order Lists and MIS Reports

For statistical analyses and reporting in hotels a number of work order lists and reports of the
Management Information System (MIS) is included in the default scope of delivery of HSC (see
User Guide, Chapters 6 and 7).
In many hotels, however, different or additional demands will be made on statistics and
reporting. Therefore reporting in the HSC system is designed to offer a host of individual
options that can be implemented simply and flexibly. Please find below some examples, which,
however, are not exhaustive:
● On the one hand you can make changes to the default templates for work order lists and
MIS reports (below often referred to as "reports") which allows you to have an influence on
the layout and the presentation of variable data (from the HSC database). For each report
any number of different templates can be provided.
● However you can also draft completely new reports (i.e. additional work order lists and MIS
reports) and integrate them into the HSC system.
● You can also influence the filter criteria to be entered via the user interface, which, finally,
determine the scope of the report to be generated.
● Furthermore, you can define by extensions in the HSC localization file that each newly
devised report is generated in the currently set user interface language.
● And you can also define that new reports can only be selected if the respective license is
available in the currently installed HSC system.
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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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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Figure 8-1 Customizing - Subdirectories and Files by the Example of some MIS Reports
Contents of the XML file (per report)

By means of the below example of the MIS report type serviceTrackingChart you can identify
the contents of an XML file defining a work order list or a MIS report.
<?xml version='1.0' encoding='utf-8'?>


<reportType xmlns="http://HSC.pse.siemens.com/reporting/mis/xml"
name="serviceTrackingChart"
localisationKey="reporting.mis.type.serviceTrackingChart.title"
requiredLicense="F31505-K19-B8">
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<parameter name="serviceTypeId" localisationKey="global.serviceType">

<databaseIdParameter showAllOption="true" displayColumnName="name" valueCo-
lumnName="serviceTypeId" tableName="ServiceType" orderByColumnName="name"/>
</parameter>
<parameter name="departmentId" localisationKey="global.department">
<databaseIdParameter showAllOption="true" displayColumnName="name" valueCo-
lumnName="departmentId" tableName="ServiceDepartment" whereClause="parent-
DepartmentId IS NULL" orderByColumnName="name"/>
</parameter>
<parameter name="" localisationKey="">
<timeIntervalParameter/>
</parameter>
<parameter name="comment" localisationKey="reporting.mis.parameter.com-
ment">
<stringParameter/>
</parameter>
</reportType>
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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Localization key English text German text

reporting.mis.type.service A graphical Grafische Darstellung
TrackingChart.description represention of von Service-
service requests Aufträgen, gefiltert
filtered by nach Zeitperiode,
parameters like time Abteilung usw.
period, department
etc.
reporting.mis.type.service Service Tracking Service-
TrackingChart.title Chart Auftragsverfolgung
Grafik
reporting.mis.type.service Bar Balken
TrackingChart.title.bar
reporting.mis.type.service Pie Torte
TrackingChart.title.pie
Table 8-1 Part Taken from the HSC Localization File Relevant for a MIS Rreport.
In this case the title (.title) and the description of the report (.description), but also the
various templates that can be selected (.bar, .pie) can be formulated in each of the user
interface languages supported by the HSC system.
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.
Contents of the files <vorlage>.jrxml and <vorlage>.properties (per template)

● Each template is defined by a <vorlage>.jrxml file, which - according to the rules of the
software component JasperReports - defines the layout and the values from the HSC
database to be considered in this report.
● In addition, each template requires also a <vorlage>.properties file, where for each
localization key used in the <vorlage>.jrxml file, a "default text" is offered. This is to make
sure that also for localization keys that are used only in the definition of the template,
however not in the current HSC localization file, a meaningful "default text" is used in the
report.
Example:
reporting.footer.printTime=Printing Time
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Customizing
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!
Changes performed by you (or Professional Services) in existing <vorlage>.jrxml

> and <vorlage>.properties files will be effective already during the next launch of the
associated report.
To make sure that changes performed on the XML files of work order lists and/or MIS
reports as well as files newly integrated into the HSC system and subdirectories of
additional reports are taken into account, you have to restart your HSC system.
Upgrade to a new HSC version

Upon the upgrading to a new HSC version both the work order lists and the MIS reports that
are in the default scope of supply and any reports that are changed or additionally imported
into the HSC system by you are saved automatically in the backup & restore process and will
generally be available in the new HSC system in unchanged form.
All the localization keys newly inserted in the HSC localization file by you whose names have
the string "reporting.custom." at the beginning, are saved automatically in the backup &
restore process as well.
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!
8.2 Storage for Contents of Guest Console

In the Web Portal - Guest Console Content window (accessible via menu item Web Portal in
the menu Administration; see Section 6.2) you can select banners, links and files you want to
be shown on the guest console.
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Customizing
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
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Appendix A - Generation of Charge Rate Files
File Structure, Embedding into the HSC Database
A Appendix A - Generation of Charge Rate Files

To enable the HSC system to calculate call charges, it is necessary to import a charge rate file.
When generating an individual charge rate file you can define different calculation rules and
tariffs depending on carriers and extension types. Moreover, you can define specific tariffs for
selected “target numbers” (e.g. country codes, local area codes).
A.1 File Structure, Embedding into the HSC Database

A charge rate file must have the following characteristics:
● An import file is specified as ASCII file. Therefore, all data records can be created and
modified with an ASCII-editor.
● An import file consists of a maximum of 8 different data records. A line in the import file in
the editor corresponds to one data record.
● The data records of the import file have to be organized in a defined, logical sequence (e.g.
for the tariff structure previously defined tariffs are required).
● It is not permitted to use several data records with the same ID (or, in the case of the TN
data record, with the same NO, or, in the case of the HI data record, with the same NA),
but with different parameters within one and the same import file.
There are two types of import versions (IV):

a) An import file of type IV “2.0” may contain all data records (and comments).
b) An import file of type IV “2.0HO” may contain only Holiday (HO) records (and
comments).
Upon import of a charge rate file, each record will be parsed by the HSC system. The contents
of correct data records is saved in the HSC database, overwriting the respective earlier
database entries.
A.1.1 General Structure of a Record
Structure of a data record

Generally, a record has the following structure:
RID|FID1:FID1-Parameter|FID2:FID2-Parameter|.......|FIDn:FIDn-Parameter<Enter>
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>.
A.1.2 Overview of Record Types
A.1.2.1 Record Types for Import Version “2.0”
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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RID Occurrence in charge rate file

Variant 1 *) Variant 2 **)
# Optional Optional
IV Mandatory Mandatory
CA Mandatory Mandatory
RA Optional Mandatory
TZ Optional Mandatory
TS Optional Mandatory
TN Optional Mandatory
HO Optional, if no separate HO file Optional, if no separate HO file
Table A-2 File Structures Depending on CA Record
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)”).
A.1.2.2 Record Types of Import Version “2.0HO”
RID Comment
# Optional
IV Mandatory
HO Mandatory
Table A-3 Record Types for Import Version “2.0HO”
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Description of Record Types
A.2 Description of Record Types
A.2.1 Record IV (Import Version)
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.2.1.2 General Structure

IV | Import-Version
RID Optional Parameter Parameter Parameter Comment

length format values
IV No 3-5 String Allowed: The text behind the RID
corresponds to the import
● 2.0 version.
● 2.0HO
Table A-4 IV Record
A.2.2 CA Record (CArrier)
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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CA | ID:Identifier | [UP:Standard Unit Price] | [AUP:Admin Unit Price] | [BUP:Telephone Box
Unit Price] | [CC:Call-By-Call Number] | [SD:Carrier Starting Digits] | [CM:Calculating Method]
| [FB: Fall Back Carrier]
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
FID Opti- Parameter Parameter Parameter Comment

onal length format values
ID No 1-30 String - Unique carrier name.
UP Yes 1-10 Numeric Default: 0 Unit price for calculation method
tariff unit * tariff unit price.
Specification in 1/10000 currency
unit (e.g. 0.12 € equals UP:1200).
AUP Yes 1-10 Numeric Default: 0 Admin unit price for calculation
method
Stated in 1/10000 currency unit
(e.g. 0.12 € equals AUP:1200).
BUP Yes 1-10 Numeric Default: 0 Telephone box unit price for
calculation method
Stated in 1/10000 Currency unit
(e.g. 0.12 € equals BUP:1200).
CC Yes/No 1-7 always Numeric Default: - Assignment of a call-by-call-
number to a carrier. Should be
unique for each carrier. The field is
mandatory, if no carrier starting
digit has been specified, otherwise
it is optional.
Table A-5 CA Record
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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"
If CM = 2, all further records are not

mandatory records any more.
However, the fields UP, AUP and
BUP are mandatory in this record.
If CM = 1, the initial tariff applies for
the entire call.
FB Yes 1-30 String - Name of fall back carrier.
If information regarding the current
carrier is not sufficient if CM = 1 or
3 (i.e. if no target number has been
found) the fall back carrier is used
for charge calculation.
The fall back carrier has to be
defined as carrier by an individual
CA-record in the charge rate file.
If CM = 2, the fall back carrier is not
relevant.
Table A-5 CA Record
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A.2.3 RA Record (RAtes)
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.

RA | ID:Identifier | [FT:Freetime] | R1:Standard Rate1 | T1:Time1 | [AR1:Admin Rate1 ] | [BR1:
Telephone Box Rate1 ] | [R2: Standard Rate2 | T2:Time2 | [AR2:Admin Rate2 ] | [BR2:
Telephone Box Rate2 ] ] | [R3: Standard Rate3 | T3: Time3 | [AR3:Admin Rate3 ] | [BR3:
Telephone Box Rate3 ] ] | [RN: Standard RateN | TN: TimeN | [ARN:Admin RateN ] | [BRN:
Telephone Box RateN ] ]
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:

onal length format value
ID No 1-30 String - Unique name of the tariff.
FT Yes 1-6 Numeric Default: 0 Free time in seconds for which no
charges should be accounted.
T1 No 1-6 Numeric - Definition of the length - in seconds
- of the first pulse.
R1 No 1-10 Numeric - Definition of the standard price of
the first pulse in 1/10000 currency
unit.
AR1 Yes 1-10 Numeric Default: Definition of the admin price of the
R1 first pulse in 1/10000 currency unit.
BR1 Yes 1-10 Numeric Default: Definition of the telephone box
R1 price of the first pulse in
1/10000 currency unit.
T2 Yes 1-6 Numeric Default: Definition of the length - in seconds
T1 of the second pulse.
Table A-6 RA Record
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R2 Yes 1-10 Numeric Default: Definition of the standard price of

R1 the second pulse in 1/10000
currency unit.
AR1 second pulse in 1/10000 currency
unit. The default value is AR1, if
AR1 is specified, otherwise R1.
BR1 price of the second pulse in
1/10000 currency unit. The default
value is BR1, if BR1 is specified,
otherwise R1.
T3 Yes 1-6 Numeric Default: Definition of the length - in seconds
T2 - of the third pulse.
R3 Yes 1-10 Numeric Default: Definition of the standard price of
R2 the third pulse in 1/10000 currency
unit.
AR2 third pulse in 1/10000 currency
unit. Default value is AR2, if AR2 is
specified, otherwise R2.
BR2 price of the third pulse in
1/10000 currency unit. Default
otherwise R2.
TN Yes 1-6 Numeric Default: Definition of the length - in seconds
T3 - of the subsequent pulses.
RN Yes 1-10 Numeric Default: Definition of the standard price of
R3 the subsequent pulses in -1/10000
currency unit.
ARN Yes 1-10 Numeric Default: Definition of the admin price of the
AR3 subsequent pulses in 1/10000
currency unit. The default value is
AR3, if AR3 is specified, otherwise
R3.
Table A-6 RA Record
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BRN Yes 1-10 Numeric Default: Definition of the telephone box

BR3 price of the subsequent pulses in 1/
10000 currency unit. The default
otherwise R3.
Table A-6 RA Record
A.2.4 TZ Record (Time Zone)
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).

TZ | ID:Identifier | ST:Start Time | ET:End Time | 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
FID Opti- Parameter- Parameter- Parameter- Comment

ID No 1-30 String - Unique name for the time zone and
at the same time key field.
ST No 4 hhmm Allowed: Start time of time zone. The first 2
0000-2359 digits indicate the hours, the last
two the minutes. They are checked
for their validity.
The default value for the seconds is
59.
Table A-7 TZ Record
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ET No 4 hhmm Allowed: End time of time zone. The first 2

0000-2359 digits indicate the hours, the last 2
the minutes. They are checked for
their validity.
The default value for the seconds is
00.
VD No 1-3 Bit-encoded Allowed: Validity of the tariff at indicated
0-255 days:
● Mon = 1
● Tue = 2
● Wed = 4
● Thu = 8
● Fri = 16
● Sat = 32
● Sun = 64
● Holiday = 128
Example: Tariff is valid on Fri, Sat

and Sun: VD = 112
Table A-7 TZ Record
A.2.5 TS Record (Tariff Structure)
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.

TS | ID:Identifier | TZ:Time Zone | RA:Rate
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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TS|ID:Telekom 150|TZ:Woche 17-24|RA:nochn Bsp Tarif

TS|ID:Telekom Vote|TZ:Immer|RA:Telekom Vote

ID No 1-30 String - Unique name of tariff structure and
at the same time key field.
TZ No 1-30 String All IDs from Assignment of a time zone to the
TZ records tariff structure. The parameter has
to correspond to a time zone
created in TZ.
RA No 1-30 String All IDs from Assignment of a tariff to the tariff
RA records structure. The parameter has to
correspond to a tariff created in TZ.
Table A-8 TS Record
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 TN Record (Target Number)
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.

TN | NO:Number | TS:Tariff Structure Name | CA:Carrier Identifier | [NA:Name] | CT:Call Type
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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NO No 1-20 Numeric - Target number
TS No 1-30 String All IDs from Tariff structure
TS records Assignment of a tariff structure to
the target number. The parameter
has to correspond to a tariff
structure from TS.
CA No 1-30 String All IDs from Assignment of a carrier to the target
CA records number. The parameter has to
correspond to a carrier from the CA-
record IDs.
NA Yes 1-30 String Default: Name of target number. Can be
- used to assign a name to the target
number. This name need not be
unique.
CT No 1 Numeric Allowed: This field indicates the call type. In
HSC 2.5 the following values are
● 1
allowed:
● 2
● CT = 1 -> local (i.e.: city)
● 3
● CT = 2 -> national (i.e.: country)
● 4 ● CT = 3 -> international (i.e.:
abroad)
● CT = 4 -> mobile
Table A-9 TN Record
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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A.2.7 HO Record (HOliday)
A.2.7.1 General
The HO record is used to create a holiday. The date entered is checked for its plausibility during
parsing.

HO | NA:Holiday Name | YE:Year | MO:Month | DA:Day
Example:
HO|NA:AscensionYE:2004|MO:5|DA:20

NA No 1-30 String - Name of holiday. Used for assigning
a name to the holiday. The name
need not be unique.
YE No 4 Numeric Allowed: Year, always in four-digit format.
2000-9999
MO No 1-2 Numeric Allowed: Month.
1-12
● January = 1
● ..........
● December = 12
DA No 1-2 Numeric Allowed: Day.
1-31
Table A-10 HO Record
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HSC Error Handling during Charge Rate File Import
A.3 HSC Error Handling during Charge Rate File Import
A.3.1 Import Behavior in the Case of General and Record-Specific

Errors
Error type Import behavior Record
type/
general
errors
Mandatory record missing. ● Error message is output General
Wrong record or field identifier. errors
● Import is aborted
Mandatory field identifier or associated
parameter missing.
Parameter length of mandatory data
field too short or too long.
Parameter of mandatory data field has
syntax error.
A numeric parameter has been
expected for a mandatory data field,
however a non-numeric parameter has
been entered.
Parameter of a mandatory data field
contains invalid value.
Parameter of an optional data field is ● Warning is output General
either missing, too short or too long or errors
has a syntax error or an invalid value. ● Import is continued
● Default value is saved in the DB
Version name not correct. ● Error message is output IV

IV is not the first record. ● Import is aborted
IV parameter is either too long or too
short or has a syntax error.
If CM = 2, then UP, AUP and BUP are ● Error message is output CA
mandatory fields. ● Import is aborted
Several SDs have been specified, but
their lengths are different.
Several CCs have been specified, but
their lengths are different.
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T1-R1-pairs not complete. ● Error message is output RA

ARx or BRx not specified or wrong. ● Import is aborted
Optional Tx-Rx-pairs not complete. ● Output of a warning
● Import is continued
● Default value is saved in DB
ST > ET ● Error message is output TZ
● Import is aborted
Parameter for TZ not known as time ● Error message is output TS
zone. ● Import is aborted
Parameter for RA not known as tariff.
Parameter for CA not known as carrier. ● Error message is output TN
Parameter for TS not known as tariff ● Import is aborted
structure.
Table A-11 General and Record-Specific Error Messages
A.3.2 List of Error Messages and Warnings

The tables below list warnings and errors that may occur during the import of a charge rate file.
In the examples of these tables, various input parameters are marked in color to indicate what
the problem might be:
- problematic data (red)
- missing data (blue)
A.3.2.1 Warnings
Value Warning Example

0 Charges calculated with given time - CA|ID:Telekom|UP:0|AUP:1200|
and given standard rate/administrator BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
rate/telephone box rate will be 0.
1 Length of parameter is not in the - CA|ID:Telekom|UP:2200|AUP:1200|
interval allowed. BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
Table A-12 Warnings during Charge Rate File Import
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2 Optional parameter is missing in - CA|ID:Telekom|UP:2200|AUP:1200|

charge rate file. BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
Table A-12 Warnings during Charge Rate File Import
A.3.2.2 Error Messages
Value Error message Example

3 Parameter value is not in the interval - CA|ID:Telekom|UP:2200|AUP:1200|
allowed. BUP:3200|CC:1515|SD:01|CM:12|FB:Matav
4 Syntax of parameter value is false. Nicht erlaubte Zeichen innerhalb der
Parameter: []{}|<>,;?*=!\%':
- CA|ID:Telekom|UP:22'00|AUP:1200|
BUP:3200|CC:1515|SD:01|CM:1|FB:Matav
5 Record type is not allowed for this - IV|2.0HO
import version.
-
HO|NA:Himmelfahrt|YE:2004|MO:5|DA:20
- CA|ID:Telekom|UP:2200|AUP:1200|
6 Mandatory record is missing. - IV|2.0HO
-
HO|NA:Himmelfahrt|YE:2004|MO:5|DA:20
7 Mandatory parameter is missing. - CA|ID:Telekom|UP:2200|AUP:1200|
8 Unexpected parameter value. - CA|ID:Telekom|UP:2200|AUP:1200|
9 Time interval is empty. - TZ|ID:FT 0-
24|ST:1200|ET:1159|VD:128
10 Reference is wrong. - CA|ID:Telekom|UP:2200|AUP:1200|
- TN|NO:02381|CA:Telekom|TS:Telekom
150|NA:Hamm|CT:2
11 Writing of charge rate table into Charge rate file import was not possible on
database was not successful. account of a database access problem.
Table A-13 Error Messages during Charge Rate File Import
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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|
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|
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
A.4 Example for a Charge Rate File

#Importversion
IV|2.0
#CARRIER:
CA|ID:Arcor|UP:600|AUP:200|BUP:400|SD:0|CM:3|FB:Telekom
CA|ID:Telekom|UP:900|AUP:300|BUP:600|SD:1|CM:2|FB:Arcor
#TIMEZONES
TZ|ID:Always 00-24|ST:0000|ET:2359|VD:255
TZ|ID:Business days 06-18|ST:0600|ET:1759|VD:31
TZ|ID:Business days evenings 18-24|ST:1800|ET:2359|VD:31
TZ|ID:Business days mornings 00-06|ST:0000|ET:0600|VD:31
TZ|ID:Weekends 00-24|ST:0000|ET:2359|VD:96
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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: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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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
This table shows some important abbreviations.
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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Index
E database, file structure A-1

E-mail 4-14 HSC object
Emergency call assign 2-7
settings 3-13 delete 2-10
Employee
configuration 5-23
I
extension assigned 5-24 Icons
for service requests 3-12 calendar 2-2
identification code 3-12, 5-24 Identification code
search 5-25 for employee 3-12
settings 3-11, 5-23 Identification code, employee 5-24
Export, mass data 2-9 Import, mass data 2-9
Extension Interface 7-1
assigned to employee 5-24 Call Accounting 7-19
Extensions PMS 7-28
add 3-8 room status 7-32
host assignment 3-11 SCAI 7-27
logical type 3-9 wakeup call 7-1
main number 3-7, 3-11 Interfaces 7-1
physical type 3-10 ISO code
prefix 3-9 country 3-17
room assignment 3-10 language 3-18
settings 3-6 J
F JDS 7-30
Fidelio 7-29 L
G Language
General settings 3-1 ISO code 3-18
Guest console settings 3-17
categories 6-2 Localization
contents 6-5 MIS reports 8-4
storage 8-6 work order lists 8-4
surveys 6-15 Logical type of extension 3-9
Guest console, features 6-1 M
H Main extension 3-7
Hogatex 7-30 Main number 3-11
Host name room 3-7
extension assignment 3-11 Management Information System
Hostlink 7-30 settings 4-14
Hotel Manual structure 1-2
settings 3-1 Manual target group 1-1
HSC Mass data export 2-9
Mass data import 2-9
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Index
access time interval 4-13 Q

Message Handler 4-7 Question (guest surveys)
configuration details 4-9 categories 6-9
message types 4-7 Questions (guest surveys) 6-10
priorities 4-11
transmission route 4-10 R
Message type 4-7 Record types, charge rate file
configuration details 4-9 CA A-4
priorities 4-11 description A-4
transmission route 4-10 error handling A-14
MIS HO A-13
settings 4-14 IV A-4
MIS reports RA A-7
customize 8-1 TN A-11
directory structure 8-1 TS A-10
localization 8-4 TZ A-9
upgrade 8-6 Record types, overview A-2
MS Windows Elements 2-1 Rights 4-5
combo box 2-1 Role 4-3, 4-4
date-picker 2-2 Room
drop-down list box 2-1 bookable by guests 3-5
table 2-2 category 3-5
extension assignment 3-10
N facilities 3-5, 3-6
Notational Conventions 1-3 settings 3-3
Room status 7-32
P
Parent department 5-19, 5-21 S
Password SCAI 7-27
Front Office login 4-3 Search
Physical type of extension 3-10 category 5-20
PIN 4-3 department 5-18
Plug-In 7-29 employee 5-25
PMS 7-28 in tables 2-9
Fidelio 7-29 jump function 2-1
Hogatex 7-30 service text 5-11
Hostlink 7-30 Service attendant 3-12, 5-2
JDS 7-30 Service code 5-12
Plug-In 7-29 Service request 5-2
synchronize 7-29 Service request status 5-2
Prefix 3-9 Service satisfaction 5-2
Priority Service satisfaction level
change 2-10 configuration 5-14
ranking 5-16
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Index
Service text set strong passwords 4-14

Assignment categories 5-13 settings 4-12
assignment service types 5-14 SMS 4-14
configuration 5-9 user account 4-2
search 5-11
service acceptance timeout 5-12 T
service processing timeout 5-12 Table 2-2
Service text and code 5-2 Target group of the manual 1-1
Service Tracking Telephone box unit price A-4
overview 5-1 Transmission route 4-10
settings 5-1 message type 4-10
work steps for configuration 5-3
Service type 5-2 U
assignment service texts 5-8 Upgrade
configuration 5-5 MIS reports 8-6
submittable 5-7 work order lists 8-6
Settings User 4-2
Call Accounting 7-34 password 4-3
Call Control 4-16 PIN 4-3
call queue 4-15 role 4-3
country 3-15
V
emergency call 3-13
employee 3-11, 5-23 VMS 7-9
extension 3-6 OpenScape Xpressions Hotel 7-17
hotel 3-1 text messages for guest 7-10
interface 7-1 text messages for guest via PMS interface
language 3-17 7-13
MIS 4-14 VOICELINK @vantage 7-16
room 3-3 W
service 5-1
Wakeup call settings
system 4-1, 4-12
external wakeup call 7-3
Shortcuts 2-3 external wakeup call system 7-3
SMS 4-14
HSC-internal 7-4
Standard unit price A-4
OpenScape Xpressions Hotel 7-7
Storage, guest console 8-6
VOICELINK @vantage 7-6
Strong password 4-14
Web Portal 6-1
Structure of the manual 1-2
guest console categories 6-2
Survey templates 6-12
guest console contents 6-5
Surveys 6-15
question categories 6-9
System
questions (guest surveys) 6-10
e-mail 4-14
survey templates 6-12
mass data import, access time interval 4-
surveys 6-15
13
Work order lists
role 4-3, 4-4
customize 8-1
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Index
directory structure 8-1

localization 8-4
upgrade 8-6
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Index
A31003-E1325-M100-4-76A9, 01-2016

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PSE

Hospitality Service Center

Copyright © PSE d.o.o., 01/2016

Reference No.: PSE-

Java® is registered trademarks of Oracle and/or its affiliates

 PSE d.o.o. 2016

List of Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0-5

5.3 Service Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

7.4.2 Description of the individual interface parameters . . . . . . . . . . . . . . . . . . . . . . . 7-30

List of Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Y-1

Figure 2-1 Combo Box or Drop-Down List Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Figure 5-5 Service Tracking - Configuration of Service Texts . . . . . . . . . . . . . . . . . . 5-10

1.1 Target Group

1.2 Structure of the Manual

1.3 Notational Conventions

> With this symbol notes are indicated.

7 With this symbol warnings are indicated.

2.1 How to Work with Microsoft Windows Elements

Figure 2-1 Combo Box or Drop-Down List Box

Invalid entry notification

Drop-down list box

Figure 2-3 Date-Picker

Opens the calendar for date selection.

Figure 2-4 Date-Picker Calendar

2.2 Login, Customizing Desktop Areas

2.3 How to Use Administration Functions

Figure 2-5 Menu Items in "Administration"

By clicking this button you can leave the window.

Figure 2-7 Example of a Context Menu

Figure 2-8 Example of a Window for Adding or Editing an HSC Object

Assignments can be of a "multiple" nature (e.g. several employees may belong to

There are two ways to leave such windows:

Your entries are ignored and the window is closed.

Figure 2-9 Example of an Assignment Window (for Assignment of Extensions to an

Closes the window without assignment of elements.

There is an alternative to the time-consuming (first) entering of the master data of

2.3.1 Search Function

2.3.2 Notes on Using the HSC Administration User Interface

Deleting impossible In case of a reference of

> function (see Service Manual, Chapter 7).

Figure 3-1 General Settings - Hotel Configuration

Figure 3-2 General Settings - Room Configuration

Search for room

3.2.1 Add or Edit a Room

Figure 3-3 General Settings - Edit Room Details

The New Room window contains the following fields:

3.2.2 Room Facilities

Figure 3-4 General Settings - Room Facilities

The New Room Facility window contains the following fields:

Each extension newly created in the following windows has to be configured in

Figure 3-5 General Settings - Extension Configuration

You can add new extensions or modify or delete existing extensions:

> responds to such an attempt by displaying a warning.)

By clicking Close you leave the window.

3.3.1 Add or Edit an Extension

Figure 3-6 General Settings - Edit an Extension

The New Extension window contains the following fields:

"Room" Guest phone

"Analog phone" Analog telephone without display

> General Settings - Room window (see Section 3.2).

If several extensions are assigned to a room, then one of these extensions

Figure 3-7 General Settings - Employee Configuration

By clicking Close you leave the General Settings - Employee window.