MiVoice Office 400 Hospitality Package Hervé Morin, PLM Hospitality June 2017

MiVoice Office 400 Hospitality Package Overview MiVoice Office 400 hospitality package: solution for hotels, care homes, and residences Based on MiVoice Office 400, the global Mitel SME platform Flexible system offering seamless integration into hospitality processes and environment Up to 150 guestrooms and Call Accounting in a One Box solution Full compatibility with Connected Guests application Package containing branch-specific applications and interfaces, communication servers, telephones and mobile integration for guests and staff Covers the complete hospitality workflow Contributes to improve guest experience and increase staff productivity

Three front desk solutions Reception console on Mitel 6873 SIP phone Hospitality Manager: embedded web based front desk application PMS interfaces: FIAS (Fidelio) certified and Mitel SX-200 mode Connected Guests integration

Guest services Room phone, direct dial number, network access permission Wake-up / message waiting indication Voicemail Privacy protection

Property management Adaptation to local hospitality workflow and environment Easy to use Web administration for the property manager Room cleaning management Call accounting / Billing Minibar and maintenance codes

Different Front Desk Solutions All front desk solutions can be used simultaneously on a given system Support of parallel working places at reception

Different Front Desk Solutions Connected Guests IP Guest Services Guest Content iConnect Guest Mobility InnLine IP Guest & Staff Voice Messaging Call Accounting & PMS Interface iCharge HotelMGR Guest and Maintenance Request Ticket Tracking IP Connect HSIA Management Mitel 6873i Web-based Hospitality Manager PMS: FIAS and Mitel protocol Connected Guests Features Number of rooms

Front Desk Telephone / Console NEW Front Desk functionality for Mitel 6873 SIP phone Excellent overview: large touch screen, hospitality icons Cost effective, small footprint solution Fast operation: room keys and hospitality function keys Languages: English, Spanish, French, German, Italian, Dutch, Swedish, Danish, Norsk, Suomi, Portuguese, brasilian Portuguese, Czech, Polish, Hungarian, Slovakian, Welsch Cleaning states: the basic cleaning states «dirty» «clean» «inspected» are supported When used in combination with hospitality manager or PMS and custom cleaning states, the corresponding basic cleaning state is shown. See slide 18 for information about customised cleaning states

Front Desk Telephone / Console Supporting Check-in/out Wake-up calls / alerts in case of unanswered Room cleaning states Print-out of detailed phone calls list at check-out e9-1-1 / e112 Integration Acoustic and visual alarm pop-up in case of emergency call Access to list of last emergency calls including location of emergency Logging of emergency notifications acknowledged by the staff NEW Languages: English, Spanish, French, German, Italian, Dutch, Swedish, Danish, Norsk, Suomi, Portuguese, brasilian Portuguese, Czech, Polish, Hungarian, Slovakian, Welsch Cleaning states: the basic cleaning states «dirty» «clean» «inspected» are supported When used in combination with hospitality manager or PMS and custom cleaning states, the corresponding basic cleaning state is shown. See slide 18 for information about customised cleaning states

Hospitality Manager Embedded web application No installation required, always up-to-date Built-in every MiVoice Office 400 Easy-to-use graphical user interface Excellent overview of room status and guest information Online help and user’s manual Hospitality Manager languages supported: english, spanisch, french, german, italian, portuguese, dutch, swedish, russian

Hospitality Manager Up to five simultaneous users Group functions Check-in Wake-up Check-out Allocation of direct dial-in number at check-in User interface in 9 languages Hospitality Manager languages supported: english, spanisch, french, german, italian, portuguese, dutch, swedish, russian

Hospitality Manager Front desk services including Excellent support of wake-up calls Check-in / Group-check-in Individual and group wake-up Arrival and departure dates Warning pop-up if guest does not answer Guest language List of active wake-up calls Message waiting service text message editor for reception List of unanswered wake-up calls Wake-up call logs to solve conflicts Internal notes Click to call Hospitality Manager languages supported: english, spanisch, french, german, italian, portuguese, dutch, swedish, russian

Hospitality Manager Emergency e9-1-1 / e112 integration NEW Emergency e9-1-1 / e112 integration Acoustic and visual alarm pop-up Access to list of last emergency calls including location of emergency Print functions List of guests List of upcoming check-outs Maintenance lists Phone bill archive

PMS Interfaces MiVoice Office 400 Hospitality Package supports both the market standard FIAS and the Mitel proprietary protocol FIAS The MiVoice Office 400 FIAS interface is certified compliant by MICROS© See Mitel MSA InfoChannel for details New in R5.0: Room move

PMS Interfaces Mitel SX-200 mode NEW Mitel SX-200 mode The MiVO 400 supports the same PMS interface as the popular Mitel SX-200 Ensures compatibility all PMS systems supporting the SX-200 platform Facilitates migration of the installed base Feature set supported Room and guest management by PMS Automatic handling of MiVoice Office 400 embedded guest voicemailboxes SMDR interface for call accounting

Front Desk Solutions Comparison: Guest Management Guest management features Mitel 6873i Hospitality Manager PMS interface Check-in/out • Group functions (check-in, wake-up, check-out…) Multiple check-in (more than one guest per room) • (1) Room move Set guest name and room telephone language Set arrival/departure date Edit guest notes Set room telephone permissions: trunk access, room to room, hotline Message waiting lamp Set wake-up call (one time & daily) Alert in case of unanswered wake-up call Wake-up call overview (upcoming and expired) Wake-up call log history NEW (1) depends on PMS features

Front Desk Solutions Comparison: Room Management Room management features Mitel 6873i Hospitality Manager PMS Interface Set room status (cleaning status / room availability) • 3 basic cleaning states (not cleaned / clean / inspected) up to 10 customer defined cleaning states Direct Dial-in Number allocation at check-in • (1) Set phone call surcharge calculator Posting of call charges for guestrooms and staff to PMS or call accounting application Billing • (2) Print detailed phone bill at guest check-out (1)(2) Access to phone bill and wake-up archive Edit maintenance notes, print maintenance list Send maintenance code to PMS FIAS (1) Charge Minibar consumption to a room Charge services (bar, restaurant, …) to a room (1) Depending on PMS features (2) Depends on country: requires public network providing call charges; in North America, requires call accounting application

Combination of Front Desk Solutions Front desk solutions can be combined for parallel usage Example 1: PMS + front desk telephone + Hospitality Manager PMS as main front desk application Mitel 6873 SIP phone console for call handling and backup front desk solution in case of PMS failure Hospitality Manager for housekeeping manager or backup front desk solution Example 2 : Hospitality Manager and front desk telephone Hospitality Manager as main front desk tool Mitel 6873 SIP phone for call handling and secondary front desk The hospitality manager is a great application: for the responsible for cleaning and inspection (customised states as «cleaning started» or «daily cleaning» «full cleaning» As backup solution in case of PMS failure or for «local survivability» in case of failure of remote PMS server Up to 5 simultaneous sessions can be open simultaneously.

Services for Guests Network access permission levels Wake-up Set/modify from the guestroom with audio-guide Set/modify from front desk Wake-up by playing of wav file Multi language wav file included as standard Customer defined (upload by web admin) NEW

Services for Guests Message for guests Guest privacy Message Lamp on room phone steered by voicemail or by the front desk Analog phones: Polarity reversal, FSK, low voltage Guest privacy Deletion of voice mail messages at check-out Deletion of call lists at check-out (Mitel phones) Room-to-room call permission Masked digits on detailed phone bill

Enhanced Voicemail Features for Hospitality NEW Guestroom voicemail Property welcome message prior to guestroom greeting message (custom wav file, upload by web admin) Automatic deletion of voicemails at check-out Choice of 20 voicemail languages, download from internet by web admin Specific guestrooms voicemail greetings Up to 7 voicemail languages simultaneously available in each system Different call handling for vacant rooms Different greeting for vacant rooms, no recording Voicemail language automatically set at check- in to guest language Automatic forwarding of calls to reception

Enhanced Voicemail Features for Hospitality Reception voice mailbox Audio guided assistance for call transfer of guest voicemail box PIN protected

Room Phones Large choice of room phones in different designs and technologies Message Waiting Indicator Phone language set at check-in to guest language Automatic deletion of call lists after check-out Guest LAN port provided by IP/SIP phones Central configuration of keys and key lock on all Mitel Phones, including Mitel 6710a and Mitel 6730a analogue phones (USP!) This feature allows efficient installation: no need to configure each room telephone with tedious keypad programming and locking. Configure for one room phone and copy to all (web admin).

Room Phones Fast provisioning of room phones Available for Mitel SIP phones, Mitel 6710a and Mitel 6730a analogue phones Central configuration of phone keys Central key lock against de-programming Automatic date and time update Automatic setup to guest language Central configuration of keys and key lock on all Mitel Phones, including Mitel 6710a and Mitel 6730a analogue phones (USP!) This feature allows efficient installation: no need to configure each room telephone with tedious keypad programming and locking. Configure for one room phone and copy to all (web admin).

Remote key programming Room Phones Mitel 6710a Mitel 6730a MiVoice 5300/5300 IP Mitel SIP 3rd-party analog phones MWI (Mitel 470 only) • Low Voltage FSK Pol. Reversal Erase call lists (redial) Erase local phone book n.a. Set date and time Set display language Remote hands-free Remote key programming Remote key lock Availability of Mitel phones varies by country Message Waiting Lamp: Mitel 470 FXS support «ETSI FSK» and «polarity reversal» Mitel 415 / 430 FXS support «ETSI FSK»

Housekeeping and Maintenance Room cleaning states Maintenance notes 3 standard room maid states (dirty, clean, inspected) Integrated list of maintenance notes per room Edition of tickets from web based Hospitality Manager Up to 7 additional custom cleaning states Option reset of room state (at check-out or daily) New tickets by staff from room phone Update of cleaning state by the housekeeping using the room phone or a Mitel DECT phone Reception Overview list and print for hand-out Room state overview on Mitel 6873 SIP phone and Hospitality Manager Forwarding to email address or PMS For a better housekeeping management a precise view of the cleaning status is required: To monitor the work progression, To help reception in case of waiting guests. Up to 7 custom cleaning states can be defined in the system. The custom cleaning states are fully supported by the Hospitality Manager and as far as available by the PMS. A custom cleaning states always bases on one of the basic cleaning states (dirty / clean / inspected). For example: «dirty, cleaning in progress» (room will soon be available) «dirty, very dirty, need extra time» «dirty, daily cleaning, no check-out» «dirty, full cleaning, guest check-out»

Billing / Call Accounting Different Call Accounting solutions Surcharge profiles for external phone calls Embedded billing functions basic functionality for guestrooms (requires public network providing call charges) 4 different surcharge profiles set at check-in Calculation based on call charges provided by network Connected Guests iCharge application Call Accounting and reporting for guestrooms and staff Applied on both embedded call accounting and call data records Combined with LCR (least cost routing), the virtual charges feature allows to charge different rates for local and long distance calls.

Billing / Call Accounting Posting of call data records to PMS interface (FIAS and SX-200) Posting of minibar to PMS interface (FIAS and SX-200) Using * features to enter product code + quantity From room phone or staff phone Combined with LCR (least cost routing), the virtual charges feature allows to charge different rates for local and long distance calls.

MiVoice Office 400 Embedded Billing CDR records for each call for all extensions Extension, called number, date, time, duration, etc Print of the bill at check-out Available with Mitel 6873 SIP phone and Hospitality Manager Detailed telephone bill with privacy protection: last digits of dialled numbers are masked Billing of Minibar and Services: only with PMS ; see comparison table. Exchange access permission: the alternative permission set can be applied for example to rooms occupied by children.

MiVoice Office 400 Embedded Billing Detailed list of phone calls for guestrooms Including call charges if provided by public network Amount in 2 currencies VAT amount Anonymized telephone numbers Personalizable XML templates Edition using Web Administration Different templates for text based thermic printer or graphic printer Optional monthly billing (care homes) Detailed telephone bill with privacy protection: last digits of dialled numbers are masked Billing of Minibar and Services: only with PMS ; see comparison table. Exchange access permission: the alternative permission set can be applied for example to rooms occupied by children.

iCharge 400 iCharge 400 iCharge 400 features New entry level Connected Guests call accounting application Posting of call charges to PMS Web client for front desk and admin Cost table based on national carrier tariff (USA and Canada) Available exclusively in North America On demand for other regions One call rate for guestrooms – One call rate for staff/admin Room based licensing for guestrooms Basic reporting for the staff, unlimited number of extensions Builds an “all in one” solution when installed on the MiVoice Office 470 application card (CPU2)

Property Management Web administration features for the property manager Management of receptionist passwords The «hospitality administrator» login allows the manager of the property to make small modifications without requiring an external intervention. Note: the Hospitality Documentation Set, available in English, French, German, Italian and Spanish contains: User guides for the reception function of the Mitel 5380 / 5380ip User guides for room telephones Templates for printing labels for Aastra room telephones Offline help for the hospitality manager

Property Management Easy and quick access to room and commercial settings Room availability (lock room for check-in) Edit room name and description Edit billing parameters Definition of the virtual charges (SIP trunking) Configuration of surcharge profiles VAT rates, exchange rate of second currency Edit phone bill print templates (edit and load templates) Define maintenance and minibar codes The «hospitality administrator» login allows the manager of the property to make small modifications without requiring an external intervention. Note: the Hospitality Documentation Set, available in English, French, German, Italian and Spanish contains: User guides for the reception function of the Mitel 5380 / 5380ip User guides for room telephones Templates for printing labels for Aastra room telephones Offline help for the hospitality manager

Property Management In a busy hotel environment staff need to focus on being productive and managing guest experience. Connected Guests has the flexibility to adapt to guest and staff requirements with a minimum of management overhead. The Hospitality Applications Suite simplifies integration of hotel systems, enables accurate billing across a range of guest services and differentiates through advance capabilities including guest BYOD and guest services management. Connected Guests applications are fully compatible with MiVoice Office 400

mitel.com/hospitality