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

2. 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

3. 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

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

5. 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

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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. Hospitality Manager Emergency e9-1-1 / e112 integration
NEW
Emergency e9-1-1 / e 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

14. 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

15. 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 voic boxes
SMDR interface for call accounting

16. 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

17. 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

18. 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.

19. 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

20. Services for Guests Message for guests Guest privacy
Message Lamp on room phone steered by voic 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

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

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

23. 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).

24. 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).

25. 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»

26. 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 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»

27. 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.

28. 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.

29. 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.

30. 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.

31. 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)

32. 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

33. 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

34. 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

35. mitel.com/hospitality