HSC 26 User EN

PSE
Hospitality Service Center

Version 2.6
User Guide
*1PA31003-E1325-U100-5-7619*
1P A31003-E1325-U100-5-7619
Copyright © PSE d.o.o., 12/2015

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.
Hicom, HiPath, OpenScape, OpenStage E, optiPoint and OpenStage are registered trademarks of
Siemens Enterprise Communications GmbH & Co. KG.
Windows® is a registered trademark of Microsoft Corporation in the United States and other countries.
Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.
Java® is registered trademarks of Oracle and/or its affiliates
All other company, brand, product and service names are trademarks or registered trademarks of their
respective holders.
*1PA31003-E1325-U100-5-7619*
1P A31003-E1325-U100-5-7619
 PSE d.o.o. 2015

Dolenjska cesta 318, SI-1291 Škofljica, Slovenia
Reference No.: A31003-E1325-U100-5-7619
Subject to availability. Right of modification reserved.
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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
2.1 How to Work with Microsoft Windows Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
2.2 Starting HSC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
2.3 Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
2.4 HSC Main Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
2.5 License Variants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
3 HSC Front Office Basic Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.1 User Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
3.2 Message Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
3.3 Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
4 Phone Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
4.1 Call Control Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
4.1.1 Call Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
4.1.1.1 Notes for Working with Call Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
4.1.2 Own Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8
4.1.2.1 Input Field for Searching, Connecting and Handing Over . . . . . . . . . . . 4-12
4.1.3 Area with Search Results, Incoming and Outgoing Calls . . . . . . . . . . . . . . . . . . 4-13
4.1.3.1 Search Results List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-13
4.1.3.2 Incoming Calls and Outgoing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-33
4.2 Direct Call Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34
4.2.1 Managing Tabs and Creating New Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-35
4.2.2 Editing Existing Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-38
5 Service Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1 Service Tracking - Front Office Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.1.1 New Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
5.1.1.1 Initiator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
5.1.1.2 Window Area Basic Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
5.1.1.3 Window Area Advanced Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
5.1.1.4 Window Area Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
5.1.1.5 Window Area Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
5.1.1.6 Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13
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5.1.2 Service Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

5.1.2.1 List of Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
5.1.2.2 Button Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21
5.2 Service Tracking - Tablet Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
5.2.1 Working with the HSC Tablet Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
5.2.2 Show Own Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26
5.2.3 Request New Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28
5.2.4 Show Other Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-32
5.2.5 Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-34
5.2.6 Logout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35
5.3 Other Transmission Routes (OpenStage, CMI, Kirk) . . . . . . . . . . . . . . . . . . . . . . . . . 5-35
5.3.1 DECT Cordless Phone (CMI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-37
5.3.1.1 Entering the HSC Main Menu on a CMI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-38
5.3.2 OpenStage Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-41
5.3.3 Kirk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45
6 Work Order Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
6.1 Parameter Selection, Report Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
6.1.1 Provisioning of Individual Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
6.1.2 Structure of a Work Order List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
6.1.2.1 Report Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
6.1.2.2 Table Part . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
6.1.2.3 Navigation Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
6.2 Wakeup Call Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
7 Management Information System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
7.1 Parameter Selection for Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
7.1.1 Calendar to Support the Entry of a Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5
7.1.2 Provision of Individual Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
7.2 Report Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
7.2.1 Report Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
7.2.2 Table and Chart Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
7.2.3 Navigation Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
7.3 Guest Satisfaction Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10
7.4 Service History Hotel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-15
7.5 Service History Person . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-21
7.6 The Most Frequent Service Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-27
7.7 Service Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-30
7.8 Service Tracking Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-33
7.9 Service Tracking Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37
7.10 Service Tracking Execution Timeout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-39
7.11 Service Tracking Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-43
8 HSC Telephone Interfaces. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1
8.1 Telephone Interface for Analog Telephones without Internal Advanced Messaging System
8-1
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8.1.1 Telephone Entry for Wakeup Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

8.1.2 Service Functions of the Telephone Interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
8.1.2.1 Changing of the Room Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
8.1.2.2 Entering of Minibar Consumption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
8.2 Telephone Interface when Using Internal Advanced Messaging System . . . . . . . . . . 8-5
8.2.1 Service Functions of the Telephone Interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
8.2.1.1 Changing of the Room Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
8.2.1.2 Entering of Minibar Consumption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7
List of Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Y-1
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1
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Figure 2-1 Combo Box or Drop-Down List Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Figure 2-2 Window for Customizing the Table Display (Service Control as Example) 2-2
Figure 2-3 Date-Picker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Figure 2-4 Date-Picker Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Figure 2-5 HSC Homepage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Figure 2-6 Login Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Figure 2-7 HSC Main Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Figure 2-8 HSC Menu Bar (with Displayed Menu) . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Figure 2-9 HSC Toolbar (with HSC Logo on the Leftmost Side) . . . . . . . . . . . . . . . . 2-8
Figure 3-1 Menu Items in "General" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
Figure 3-2 Menu Items in "Window" (When two HSC Windows are Currently Open) 3-2
Figure 3-3 Menu Items in "Help". . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Figure 3-4 About Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Figure 3-5 Change User Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Figure 3-6 Message Window Containing Messages . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Figure 4-1 Call Control Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Figure 4-2 Call Control Center without Common Call Queue. . . . . . . . . . . . . . . . . . . 4-3
Figure 4-3 Example: Speaker Setting during Night Shift . . . . . . . . . . . . . . . . . . . . . . 4-7
Figure 4-4 Example: Speaker Setting during Working Hours with Several Operators in the
Same Room 4-8
Figure 4-5 Call Control Center - Search Results List . . . . . . . . . . . . . . . . . . . . . . . . 4-14
Figure 4-6 Call Control Center - Context Menu in Search Results List . . . . . . . . . . 4-19
Figure 4-7 Call Control Center - Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-20
Figure 4-8 Call Control Center - Do Not Disturb with Schedule . . . . . . . . . . . . . . . . 4-21
Figure 4-9 Call Control Center - Do Not Disturb Schedule . . . . . . . . . . . . . . . . . . . . 4-21
Figure 4-10 Call Control Center - Select Lock Level . . . . . . . . . . . . . . . . . . . . . . . . . 4-23
Figure 4-11 Call Control Center - Lock Completely . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24
Figure 4-12 Call Control Center - Lock Completely with Schedule. . . . . . . . . . . . . . . 4-25
Figure 4-13 Call Control Center - Lock Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26
Figure 4-14 Call Control Center - Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-27
Figure 4-15 Call Control Center - Wakeup Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29
Figure 4-16 Call Control Center - Create/Read Text Messages. . . . . . . . . . . . . . . . . 4-32
Figure 4-17 Call Control Center - List of Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . 4-33
Figure 4-18 Direct Call Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34
Figure 4-19 Direct Call Buttons - Creating New Buttons . . . . . . . . . . . . . . . . . . . . . . 4-36
Figure 4-20 Direct Call Buttons - Creating New Tabs. . . . . . . . . . . . . . . . . . . . . . . . . 4-37
Figure 4-21 Direct Call Buttons - Renaming Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-38
Figure 4-22 Direct Call Buttons - Editing Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-39
Figure 5-1 Window for First Creating, Editing or Copying of a Service Request . . . . 5-3
Figure 5-2 New Service Request - Initiator Area (with "Quick Search" for Names) . . 5-4
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Figure 5-3 Window for the Definition of the Search Criterion. . . . . . . . . . . . . . . . . . . . 5-5
Figure 5-4 New Service Request - Area Basic Information . . . . . . . . . . . . . . . . . . . . . 5-6
Figure 5-5 New Service Request - Indication of the Status of the Service Attendants in the
Drop-Down List 5-8
Figure 5-6 New Service Request - Selection Option for Service Request to Category 5-9
Figure 5-7 New Service Request - Area Advanced Information . . . . . . . . . . . . . . . . . 5-9
Figure 5-8 New Service Request - Scheduling Area . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Figure 5-9 New Service Request - Actions Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Figure 5-10 Service Control - Service Request Filtering List . . . . . . . . . . . . . . . . . . . . 5-16
Figure 5-11 Service Control - Search Result List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17
Figure 5-12 Service Control - Call-Relevant List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
Figure 5-13 PDA - Displaying the Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24
Figure 5-14 Tablet - Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24
Figure 5-15 PDA Opening Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25
Figure 5-16 Tablet Opening Screen - Service Attendant’s Services . . . . . . . . . . . . . . 5-26
Figure 5-17 Tablet - Detailed Service View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-27
Figure 5-18 Tablet - Creating a New Service Request - Step 1. . . . . . . . . . . . . . . . . . 5-29
Figure 5-21 Tablet - Displaying Other Services - Step 1 . . . . . . . . . . . . . . . . . . . . . . . 5-32
Figure 5-22 Tablet - Displaying Other Services - Step 2 . . . . . . . . . . . . . . . . . . . . . . . 5-33
Figure 5-23 Tablet - Unsuccessful Attempt to Set a Break (left) and Break (right) . . . 5-34
Figure 5-24 Tablet- Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35
Figure 5-25 CMI Menu Scheme (with Menu Item "Closed") . . . . . . . . . . . . . . . . . . . . 5-39
Figure 5-26 OpenStage Menu Scheme (with Menu Item "Closed"). . . . . . . . . . . . . . . 5-43
Figure 6-1 Work Order Lists - Entry Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Figure 6-2 Work Order Lists - Report Header Example. . . . . . . . . . . . . . . . . . . . . . . . 6-3
Figure 6-3 Work Order Lists - Navigation Bar in Reports . . . . . . . . . . . . . . . . . . . . . . 6-3
Figure 6-4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
Figure 6-5 Wakeup Call List - Window Area for Parameter Entry . . . . . . . . . . . . . . . . 6-5
Figure 6-6 Example of a List on the Wakeup Call Status (Screen Display). . . . . . . . . 6-7
Figure 7-1 MIS - Report Overview Welcome Screen. . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Figure 7-2 MIS - Login Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
Figure 7-3 MIS - Example of a Parameter Selection Window . . . . . . . . . . . . . . . . . . . 7-4
Figure 7-4 MIS - Calendar for Date Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5
Figure 7-5 MIS - Calendar Functions Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Figure 7-6 MIS - Report Header Example (incl. Report Title and Comment) . . . . . . . 7-7
Figure 7-7 MIS - Example of a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8
Figure 7-8 MIS - Navigation Bar in Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
Figure 7-9 MIS - Parameter Selection for Guest Satisfaction Index . . . . . . . . . . . . . 7-10
Figure 7-10 MIS - Guest Satisfaction Index Report (Area Chart) . . . . . . . . . . . . . . . . 7-12
Figure 7-11 MIS - Guest Satisfaction Index Report (Bar Chart) . . . . . . . . . . . . . . . . . 7-13
Figure 7-12 MIS - Guest Satisfaction Index Report (Line Chart) . . . . . . . . . . . . . . . . . 7-14
Figure 7-13 MIS - Parameter Selection for Service History Hotel . . . . . . . . . . . . . . . . 7-16
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Nur für den internen Gebrauch List of Figures
Figure 7-14 MIS - Service History Hotel Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-20

Figure 7-15 MIS - Parameter Selection for Service History Person . . . . . . . . . . . . . . 7-22
Figure 7-16 MIS - Service History Person Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-26
Figure 7-17 MIS - Parameter Selection for the Most Frequent Service Requests . . . 7-27
Figure 7-18 MIS - "The Most Frequent Services" Report . . . . . . . . . . . . . . . . . . . . . . 7-29
Figure 7-19 MIS - Parameter Selection for Service Satisfaction . . . . . . . . . . . . . . . . 7-30
Figure 7-20 MIS - Service Satisfaction Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-32
Figure 7-21 MIS - Parameter Selection for Service Tracking Chart . . . . . . . . . . . . . . 7-33
Figure 7-22 MIS - Service Tracking Chart Report (Bar) . . . . . . . . . . . . . . . . . . . . . . . 7-35
Figure 7-23 MIS - Service Tracking Chart Report (Circle) . . . . . . . . . . . . . . . . . . . . . 7-36
Figure 7-24 MIS - Parameter Selection for Service Tracking Overview . . . . . . . . . . . 7-37
Figure 7-25 MIS - Service Tracking Overview Report . . . . . . . . . . . . . . . . . . . . . . . . 7-38
Figure 7-26 Time Periods in a Service Request Transaction . . . . . . . . . . . . . . . . . . . 7-39
Figure 7-27 MIS - Parameter Selection for Service Tracking Execution Timeout . . . 7-40
Figure 7-28 MIS - Service Tracking Execution Timeout Report . . . . . . . . . . . . . . . . . 7-42
Figure 7-29 MIS - Parameter Selection for Service Tracking Quality . . . . . . . . . . . . . 7-43
Figure 7-30 MIS - Service Tracking Quality Report (Overview) . . . . . . . . . . . . . . . . . 7-45
Figure 7-31 MIS - Service Tracking Quality Report (Service Types) . . . . . . . . . . . . . 7-46
Figure 8-1 Service Access of the Telephone Interface, Flowchart . . . . . . . . . . . . . . . 8-6
Figure 8-2 Change of Room Status, Flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7
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List of Figures Nur für den internen Gebrauch
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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 HiPath IP systems with a hotel services
application package that can interface with
● PMS (Hotel Property Management Systems)
● Call Accounting Systems
● Facility Monitoring
● 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.
1.1 Target Group

HSC V2.6 is intennded for hotels that already have a customary front office system and which
require a link to the PBX. These can be either individual hotels or hotels belonging to a chain.
It supports the Front Office Client, hotel staff can also use a telephones for access to some
features.
This manual offers support for all HSC users in the hotel - both for receptionists and for
service attendants. (The term "service attendant" is used for hotel employees that carry out
all services required in a hotel - room service, kitchen staff, etc.).
The reception desk users work with the HSC Front Office Client and are responsible for
controling PBX as well as - via an external PMS - for checking in and out of hotel guests, making
reservations and preparing invoices. A precondition for using this manual is experience with
Microsoft Windows products.
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Introduction
Structure of the Manual
1.2 Structure of the Manual

The manual provides a detailed description of HSC Front Office with instructions on how to
use individual HSC functions. The manual consists of the following main chapters:
Chapter 1 - Introduction provides you with basic information about HSC and the likely users
of it.
Chapter 2 - Getting Started describes the login process, the start page and the opening
screen of the graphical user interface.
Chapter 3 - Basic functions of the HSC Front Office describes basic functions of the HSC
user interface, such as the changing of the user profile or the use of the online help.
Chapter 4 - Phone Control comprises a detailed description of the Phone Control Center
functions.
Chapter 5 - Service Tracking describes the service tracking features. At first, the service
tracking tools for the Front Office are covered. Then other devices used by service attendants
are described in detail.
Chapter 6 - Work Order Lists describes the creation of lists concerning service tracking and
wake-up calls.
Chapter 7 - Management Information System covers various reports provided by HSC to
support business processes and operation of your hotel.
Chapter 8 - Telephone Interfaces describes how both the guests and the service attendants
can use the functions of the telephone interfaces with or without use of Internal Advanced
Messaging System.
The Index is a tool which provides fast access to detailed information on a given topic.
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.
> Indicates notes.
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Introduction
Notational Conventions
7 Indicates warnings.
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Introduction
Notational Conventions
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Getting Started
How to Work with Microsoft Windows Elements
2 Getting Started
This chapter deals with some Microsoft Windows elements you may encounter in the HSC
application, and describes the login to HSC as well as the opening of the graphical user
interface (GUI).
The last section provides a brief overview of licensing issues.
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).
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Getting Started
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.
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).
Figure 2-2 Window for Customizing the Table Display (Service Control as Example)
You can change the table view any time. Your individual table view will be stored and will
be available again when you next log in.
Date-picker
All fields for entering dates are provided with so-called date-pickers. Alternatively, you can
also enter dates in the predefined format dd.mm.yyyy via the keyboard.
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Getting Started
Figure 2-3 Date-Picker
Opens the calendar for date selection.
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.
Tooltips
In many HSC windows the tooltip feature gives you a detailed explanation of the meanings
of input/putput fields, buttons and icons (especially the call feature icons and the phone
status icons ot the Call Control Center window; see Chapter 4). The associated tooltip
appears when you move the mouse cursor over a field, a button or an icon.
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Getting Started
Starting HSC
2.2 Starting HSC

To start HSC, do the following steps:
1. Open a web browser (e.g. Microsoft Internet Explorer or Mozilla).
2. Enter http:\\<Server Hostname>:8270 into the navigation bar. For details concerning the
address see the Service Manual, Chapter 5.
The HSC Homepage which opens now allows you to
● log in to the HSC system (see Section 2.3, “Login”),
● open the HSC User Guide and/or the HSC Administration Manual in PDF format for
reference or for printing,
● install additional software (e.g. Acrobat Reader),
● open a PSE Hospitality Homepage (by clicking the PSE logo) as well as
With the Status Page link and the Tomcat Manager link the service engineers
> can find out, for example, which HSC components have been started and are
running without problems.
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Getting Started
Login
Figure 2-5 HSC Homepage
3. On the HSC Homepage click the Start Front Office Client button. The Login window will be
displayed on your screen.
The HSC System requires Java Runtime Environment (JRE) Version 1.5 or
> newer. If it is not installed on your computer, JRE installation will automatically
start on pressing the Start Front Office Client button. The Login window will only
be opened after the installation of JRE has been completed. For more details
see the Service Manual.
2.3 Login
As soon as you have clicked Start Front Office Client on the HSC Homepage the Login window
will be displayed on your desktop.
Enter your User name and your Password and click OK.
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Getting Started
HSC Main Desktop
Figure 2-6 Login Window
User name
Enter your user name.
Password
Enter your password.
>
You can always change your password in the User Settings window (see Section
3.1) which you can access via the menu item User Settings.
Thus you confirm your entries and you will be logged in.
The HSC main desktop is displayed on your desktop.
Closes the window without saving changes.
2.4 HSC Main Desktop

After logging in, the HSC main desktop is displayed on your screen, which consists of two
areas:
● the navigation area with the menu bar and the toolbar and
● the working area.
The message area is displayed by activating the respective menu item (see Section 3.2) as a
separate window in the HSC main desktop.
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Getting Started
HSC Main Desktop
Figure 2-7 HSC Main Desktop
Navigation Area
Immediately below the header of the HSC main desktop you will find the menu bar, comprising
the menus General, Call Control, Service Tracking, Facility Monitoring, Administration, Window
and Help.
Figure 2-8 HSC Menu Bar (with Displayed Menu)
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Getting Started
License Variants
Below the menu bar you will find the toolbar, where you can access the most frequently used
HSC functions directly by clicking on the icons.
> explaining the icon’s meaning is displayed.

As soon as you move the mouse cursor on an icon (without additional text), a tooltip
Figure 2-9 HSC Toolbar (with HSC Logo on the Leftmost Side)
The functions that can be launched via the menu bar or the toolbar are described - depending
on the target group - either in the following chapters of this manual or in the HSC Administration
Manual.
Working Area
The working area is located beneath the navigation area.
Upon your login, the previous status of the working area is resumed, i.e. the windows you left
open when you exited the previous session will be re-opened in the previously used size and
position.
When you first log in, the working area will be empty.
2.5 License Variants

Your HSC menu depends on the licenses you have acquired, i.e. you can use all functions that
you see on your screen (functions and menus of licenses that you have not acquired, are
hidden).
More detailed information about acquired licenses is available in Help / License submenu.
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HSC Front Office Basic Functions
3 HSC Front Office Basic Functions

This chapter describes the basic functions of the HSC Front Office, such as basic customizing
functions (e.g. password changes, change of GUI language, ..) or the use of the online help.
These basic functions can be found in the menus General, Window and Help.
With the items in the General menu described below you can customize the user settings,
show/hide the message area and log off from the HSC system.
Figure 3-1 Menu Items in "General"
User Settings
Opens the User Settings window (see Section 3.1) where you can change your password
and select the requested GUI language.
Messages
Upon activation of this menu item, messages are output as a table in a separate window.
The structure of the message window is explained in Section 3.2.
Logout
Used for terminating the HSC application.
The HSC components on the HSC client are still active, and you can log on to the system
any time via the HSC Homepage.
Exit
Used for terminating all HSC components on the HSC client.
For the details of the functions that are activated via the General menu as well, i. e.
> Work Order Lists and Management Information System, see Chapter 6 and Chapter
7 of this manual.
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The Window menu helps you to manage the HSC windows currently open.
Figure 3-2 Menu Items in "Window" (When two HSC Windows are Currently Open)
Cascade
Moves all open HSC windows on the desktop so that they are organized as a cascade.
Close All
Closes all HSC windows currently open.
<window title>
The titles of all currently open HSC windows are listed in the Window menu as separate
menu items. By clicking the requested window title the focus is put on this window.
The Help menu supplies you with information on the currently installed HSC software version
and makes access to the start page of the online help.
Figure 3-3 Menu Items in "Help"
About...
Opens the About window, where the version of the entire system as well as the HSC
components graphical user interface, database and core are entered and the latest hot
fixes are listed.
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User Settings
Figure 3-4 About Window
Clicking the links Detailed module versions... and http://www.siemens.com/hotel you get to
the Status Overview and get information on the Siemens Hotel Portal (see Section 2.2).
Help
Opens a browser window and displays the start page of the HSC-specific online help in
HTML format. You can navigate to the individual chapters of the HSC User Guide or the
HSC Aministration Manual by using the table of contents, the index or the search function.
For more details on the online help see Section 3.3.
3.1 User Settings

In this window you can change your current password and choose between the GUI languages
German and English provided by default.
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User Settings
Figure 3-5 Change User Settings
User name
Read-only field, displaying your user name.
Server
Read-only field, displaying the server name as well as - after the dash - indicating how
many client sessions have been taken place with the corresponding server.
Old password
To change your password, enter your old password.
New password
To change your password, enter your new password.
Confirm new password
Enter your new password once again to confirm your previously entered new password.
If your hotel administrator has configured in the system settings (see Administration
> Manual, Chapter 4) that only "strong" passwords may be used, then your new
password must consist of digits, upper-case, lower-case and special characters and
must have a min. length of 8 characters.
GUI language
Select the requested language of the graphical user interface (online help and
documentation is available only in English and German).
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Message Window
Currently English, German, Slovenian and Croatian can be selected as GUI

> languages.
Additional languages can be integrated into the HSC system by complementing the
localization data. The exact procedure has to be discussed with the HSC product
management. For more details please see also the Service Manual, Appendix B.
Applies your entries.
Closes the window without saving changes.
>
All changes that you make in the User Settings window, will become effective
immediately.
3.2 Message Window

You can display the messages output by HSC in a separate window on your desktop.
For showing the message window you can use the menu item Messages in the General menu.
In this area messages referring to the HSC system are displayed. However, these messages
do not have direct impact on the system. Therefore you do not have to solve potential problems
at once. The messages are only meant for your information (and are not saved in the HSC
database).
The messages are output as a table with four columns - Received, Priority, Type and Text.
If required, use the scroll bar to be able to view all messages.
You can use the button Clear to remove all messages currently displayed in the message
window.
By means of the button Close you can hide the message window.
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Online Help
Figure 3-6 Message Window Containing Messages
3.3 Online Help

The HSC system offers embeded pdf documentation.
If you press F1 within a HSC window, the HSC system will open a browser window with links to
user/service/administrator documentation.
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Phone Control
Call Control Center
4 Phone Control
With the Call Control menu you can control/manag/view the status information concerning
guests, display and manage telephones, request a new service and manage wakeup calls.
Make sure that the feature "second call" is deactivated in your switch (ask your
7 service engineer) or at least in the Front Office extension! Otherwise the calls will not
be displayed properly in your Call Control Center.
The Call Control menu is located in the menu bar of the HSC desktop.
Figure 4-1 Call Control Menu
To access one of the Call Control windows, just click on the relevant item in the Call Control
menu:
● The Call Control Center menu item opens the Call Control Center window (see Section
4.1).
4.1 Call Control Center

With the Call Control Center window you can control/manage all incoming calls. You can
answer calls, put the current caller to mute, hand over incoming calls, toggle between two calls,
or initiate a new service request for a guest.
If the Call Control Center window is opened, but is hidden in the background of your
> HSC main desktop, it pops up in the foreground automatically as soon as an
incoming call is destined for the Front Office extension. (Professional Services can
change this default behavior, if required.)
If you have purchased the "Common Queue" license you can additionally handle the common
call queue of all incoming calls (which has the same contents for all operators of the hotel)
and put up to 6 calls in a personal parking queue.
Clicking on the Call Control Center item in the Call Control menu opens the Call Control Center
window. Depending on the licenses purchased this window contains a different number of lists.
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Phone Control
Call Control Center
In the title bar of the Call Control Center window you can see the number of the extension
connected with your computer via the HSC system (for further information see Administration
Manual, Chapter 3).
Call Control Center

Call Control Center window consists of two areas:
● In the list of the Own Calls area, you can see
– the data of the call(s) you are currently connected to (list elements with red underline
and light blue background), and
– the data of on-hold calls (list elements with green underline and white background).
You can perform operations such as toggle, hand over, disconnect on such calls or create
a new service request for the currently connected callee/caller (see Section 4.1.2).
Below the list there is an input field where you can either enter a search criterion for the
search of phone numbers, room numbers, employees and/or guests (the search results are
displayed in the list below) or the phone number you want to be connected to or to hand
over another call (see Section 4.1.2.1).
● In the second area, you can switch between the Search Results list (including phone
numbers you want to be connected to and guests for whom special telephone services
shall be performed), the Incoming Calls list and the Outgoing Calls list (see Section 4.1.3).
In each area, you can find buttons to activate functions corresponding to the respective calls
list (or the search results) of the area. Alternatively, you can activate all these functions by
means of function keys.
On top of the Call Control Center window (on the right-hand side), the number of calls currently
waiting in the call queue is displayed in the Queue status area either
● as a numeric display (standard setting) or
● as a bar (can be set via HSC administration; see Administration Manual, Chapter 4).
In case of the numeric display the number of calls currently in the queue is displayed in black
if at least one call is in the queue.
The bar display informs you graphically of the number of calls currently in the queue, with the
color of the bar changing from green to yellow and red as the number of calls increases.
Optically a difference can be made only between the first 6 calls, max.
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Phone Control
Call Control Center
Figure 4-2 Call Control Center without Common Call Queue
4.1.1 Call Queue
>
This feature is only available if a HiPath 4000 switch is in use in your hotel and if you
have purchased the "Call Queue" license.
In the list shown in the Call Queue area, you can see all the incoming calls which are in the
queue configured on the HiPath 4000 switch. All the operators of your hotel see the same calls!
Above the call queue there are checkboxes (marked by text and specific icons) for filtering
which of the different incoming calls shall be displayed in the call queue, according to special
features of the call (see below).
Incoming calls are marked by specific icons in the call queue, also according to special features
of the call (e.g. caller or callee is VIP, call is an internal call, ...).
Both for the checkboxes for filtering and in the call queue the same icons are used (meaning of
these icons: see Table 4-2).
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Phone Control
Call Control Center
All incoming calls in the call queue are sorted in chronological order. New entries (i.e. new
incoming calls) are always added at the last position of the list.
If you click on the Take button (without having selected a call in the list) you will always get the
oldest call in the queue.
If you click on one of the Take <call type> buttons (without having selected a call with the
corresponding feature in the list) you will always get the oldest call in the queue with the
corresponding feature.
Colors Representing Call Statuses

Depending on the current status of the incoming call you can see the following background
color or the following font color in the corresponding row of the call queue:
● The background of a line in the call queue representing a recall will turn red.
● Calls that are waiting longer than 30 seconds (time period can be changed by Professional
Services, if required) are displayed in a red font.
Calls List
The call queue contains the following informations for each incoming call (itemized from the left
to the right):
● Consecutive number: informs you about the chronological order of the calls (No. 1 is the
oldest call in the list)
● "Direction" of the call:
Partner is the caller
Partner is the callee
Call is forwarded to Front Office
● Caller’s and callee’s details:

phone number;
room where the phone is located (in brackets, if existent);
if the caller/callee is a guest currently checked in at your hotel (or an employee) - name,
VIP status (in red, if existent) and preferred language (if existent) of the guest
● Additional information about the phone status represented by several icons (for a
description of these icons see Table 4-1)
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The phone is idle.
A number is being dialed.
A phone call is being made from the phone, the dialed extension is ringing.
The phone number is being called, the phone is ringing.
The phone is being used, someone is speaking on the phone.
The phone is out of order.
Querying phone status from the switch, waiting for response.
Phone status unknown.
Table 4-1 Icons Representing the Phone Status

● Features of the call (i.e. "call type", "call category") represented by several icons (for a
description of these icons see Table 4-2)
VIP: caller or callee (or both) is a VIP guest
Guest: caller is an in-house guest
Admin: caller is staff member, i.e. call is an in-house call, but not
from a guest room
Recall: call is in the queue (again) after 30 seconds because
the caller could not reach the extension (e.g. because the
extension was busy)
Internal: call comes from an internal extension
External: call comes from an external phone

Table 4-2 Icons Representing Call Features
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Incoming calls may have several call feature icons at the same time in the calls list (e.g. if
a VIP guest initiates an internal call).
> The associated tooltip appears when you move the mouse cursor over an icon.
To find out what the icons located in the call queue mean use the tooltip feature!
Button Bar
If no selection has been made in the call queue, pressing this button will connect you to the
call with the longest waiting time.
If a selection has been made in the call queue, you will be connected to the selected call.
Alternatively, you can activate this function by pressing <F7>.
It is possible to take a call by double-clicking on an entry in the call queue.
This button is disabled if no incoming call is available in the call queue or you are already
connected to another call.
> can take the new call by pressing <Enter>.

If your phone is in the "idle" status and a new call arrives in the call queue, you
Please note:
> Since all operators see the same calls in the call queue, it might happen that an
operator wants to take a call, but another operator is faster.
Alternatively, you can activate these functions by pressing

<Ctrl>+<F2> (is equivalent to VIP),
<Ctrl>+<F3> (is equivalent to Guest),
<Ctrl>+<F5> (is equivalent to Admin),
<Ctrl>+<F6> (is equivalent to Recall),
<Ctrl>+<F7> (is equivalent to Internal),
<Ctrl>+<F8> (is equivalent to External).
If no selection has been made in the call queue, you will get connected to the call with the
longest waiting time in the appropriate category when you press one of these buttons.
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If you have made a selection in the call queue and you press one of these
> buttons, you will only be connected to the selected call if it is of the appropriate
category; otherwise your selection has no effect on the button’s function.
It is possible to take a call by double-clicking on an entry in the call queue.
These buttons are disabled if no incoming call of the appropriate category is available in
the call queue or you are already connected to another call.
4.1.1.1 Notes for Working with Call Queues

The operators should work with headsets. If an operator uses a normal phone, he always has
to hang up the receiver before he can take a call via the Take buttons in the Call Control Center
window.
Incoming calls in the call queue are usually signaled via the PC speaker, which is connected to
the sound card. Therefore it is necessary that a "sound device" is installed in the client PC and
connected to the sound card.
If a new call is dropped into the call queue and the operator’s phone is "idle", a sound file will
be played continuously until the operator presses the Take button or there are no more calls in
the call queue (i.e. the new call was taken by another operator).
However, if an operator gets a call directly to his extension, the phone will ring as usual and he
can answer the call with the Take button.
It falls within the responsibility of the operator to set the PC speaker to the required volume
(suggestion: low volume if several operators are in the office; high volume if the operator leaves
his place occasionally during the night shift). The PC speaker’s volume can be set using
Microsoft Windows GUI elements.
Figure 4-3 Example: Speaker Setting during Night Shift
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Figure 4-4 Example: Speaker Setting during Working Hours with Several Operators in the
Same Room
4.1.2 Own Calls

The Own Calls area shows the calls you are currently connected to.
Independent of the existence of the "Call Queue" license the features available in the Own Call
list are nearly identical.
Note that you cannot put more than one call into the current list except an on-hold call, usually
displayed above a green line (see below).
>
Please note that in this document the term "current call" always refers to a call that
is not in the "on hold" status.
Using features of his or her phone directly (e.g. the conference feature), the operator
> can have more than one current call, but these calls will not be displayed in the Own
Calls area.
By clicking on the Park button (see below), you can park calls you have been connected to
before. Calls in the call status "parked" are always displayed with a green underline in the Own
Calls area.
(In this area you cannot see calls that have been parked by other operators.)
If you are connected to a call (= current call) and initiate another call using the Connect button
(see Section 4.1.2.1) or a Direct Call Button (see Section 4.2), then the current call will be set
to "on hold" and will be displayed with a red underline in the Own Calls area.
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Colors Representing Call Statuses

Depending on the current status of the connected call you can see one of the following
background colors in the corresponding row of the calls list:
● The corresponding row of a call in the status "connected" is shown in light blue.
● The line in the Own Calls list representing the caller currently put to mute will turn yellow.
● The line in the Own Calls list representing a recall will turn red.
The font color of the text in the corresponding row of the calls list might change as well:
● If a call is in the "parked" status longer than 30 seconds (time period can be changed by
Professional Services, if required), the corresponding text in the calls list will turn red.
Calls List
The information displayed in the Own Calls list is nearly identical to the information displayed
in the Call Queue list (description see Section 4.1.1).
Description of Phone Status Icons and Call Feature Icons

See Table 4-1 and Table 4-2.
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Button Bar
The function of the buttons described below always apply to the current call or a call selected
in the Own Calls area.
To accept an incoming call, click the Answer button.

Alternatively, you can also click <F2> to accept calls.
This button is available only in combination with the "Call Queue" license.
When you press this button, you will be connected to the parked call selected in the Own
Calls list (you will not be connected to an "on-hold" call!).
If no call is selected in the list and only one call is available in the parking queue, then this
call will be taken.
Alternatively, you can do this by pressing <F9>.
It is possible to take a parked call by double-clicking on the corresponding entry in the list.
This button is only enabled if no current call is available and no "on-hold" call either.
Switches from the current call to the call waiting ("on hold") and vice versa.
This button is only enabled if you are connected to a call and a call is "on hold".
Moves the current call to the parking queue.
This button is only enabled if you are connected to a call and not more than 5 calls are in
the parking queue already.
When you press this button, you will be re-connected to the last call you were connected
to before.
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The function of this button might be useful for you in the following situation:
You handed over the current call (not an "on-hold" call!) to a wrong destination and you
realize your mistake within the next few seconds. If the caller handed over has already
started a communication with this (wrong) destination when you press the Retrieve button,
you will have to answer a message confirming that you want to take the call again; if no
communication has been started yet you can take the call without confirmation. (In such a
situation the caller will either hear the waiting tone and suddenly be connected with the
operator again, or he might even be talking with a person and then be connected with the
operator again.)
This button is only enabled if no current call is available and a call that has been handed
over can be taken. You can only take a call using the Retrieve function if you have not been
connected with a different caller in the meantime.
> functionality.
It falls within the responsibility of the operator to avoid any misuse of this
Terminates the current call. (Same effect as when you hang up the receiver.)
This button is only enabled if you are connected to a call.
This button is only available if a HiPath 4000 switch is in use in your hotel.
Puts the current caller to mute, e.g. for getting information from a colleague that the caller
is not intended to hear. When you have pressed the Mute button the caller will not hear
anything.
Alternatively you can also invoke this function by the <F4> button.
The background of the line in the Own Calls list representing the caller currently put to mute
will turn yellow.
After pressing the Mute button (or the <F4> button) once again you are again connected
to the caller.
While the current call is put to mute you can initiate other telephone functions or
> the creation of a new service request. Even if the status of the current call
changes in this process, the Mute function persists.
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Opens the New Service Request window; you can then initiate the service requested by/
for the person calling (see Section 5.1.1).
Alternatively, you can also invoke this function by pressing <F12>.
You can only activate the New Service Request... button while you are making
> a phone call with a guest that is checked in or a staff member; the Initiator area
of the New Service Request window (see Section 5.1.1) will then be filled in with
the caller’s details by default.
4.1.2.1 Input Field for Searching, Connecting and Handing Over

Using this input field you can
● search for extensions, rooms, employees and/or guests currently checked in at your hotel
according to the search criterion entered in the input field and
● get connected or the current call can be handed over to the phone number that is entered
in the input field.
Button Bar
The function of the buttons described below applies to the current contents of the input field.
Type a phone number or a room number or an employee’s or a guest’s name in the input
field.
You can also type in the leading character(s) of a name or the leading digit(s) of a number
as a search criterion.
It is not allowed to use wildcards (*, %, etc.) in this search function!
Activating the Search button displays in the Search Results list (see Section 4.1.3) all
phone numbers and/or room numbers and/or employee names and guest names that fulfill
the search criterion (i.e. whose leading character(s) or leading digit(s) were entered in the
input field).
In the status line of the HSC main desktop the number of "hits" is shown.
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This button is enabled as soon as the input field contains a phone number (at least one
digit).
Sets up a connection with the phone number currently entered in the input field.
If you are already connected to another call, the other call will be set to "on hold"!
There are two use cases for this button:

● There is a current call, but not a call in the status "on-hold". The current call can be
handed over to the extension currently entered in the input field.
Then the button is enabled as soon as the input field contains a phone number (at least
one digit).
● There is a current call and a call in the status "on-hold". Then the button is enabled
immediately (the extension entered in the input field is irrelevant), and the current call
can be handed over exclusively to the "on-hold" call (need not be selected).
4.1.3 Area with Search Results, Incoming and Outgoing Calls

Independent of the existence of the "Call Queue" license the features available in the Search
Results list, the Incoming Calls list and the Outgoing Calls list are nearly identical.
4.1.3.1 Search Results List

By means of this list you can view and manage the hotel guests’ database. The list is displayed
if you click the Search Results link or if you activate the search function (see Section 4.1.2.1).
You can:
● View details of individual guests (phone number, status, name, room, preferred language,
Do Not Disturb mode, un/locked extensions, wakeup calls, voicemail or text messages, and
forwarding)
● Set the Do Not Disturb mode for extensions (see Section 4.1.3.1, “Do Not Disturb”)
● Set the lock mode (partly) for extensions (see Section 4.1.3.1, “Lock”)
● Set phone calls forwarding (see Section 4.1.3.1, “Forward”)
● Edit wakeup calls (see Section 4.1.3.1, “Wakeup Calls”)
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● Create new or read text messages for an extension (see Section 4.1.3.1, “Text Messages”)
● Call the hotel guests (or other extensions) directly from this list
If you have purchased the "Call Queue" license and if the features "Call intrusion"
> and/or "Override of DND mode" are activated by means of the administrative
settings of HSC (see Administration Manual, Chapter 4) - in compliance with the
laws of your country, the following scenarios are possible:
● You want to connect to the phone of a guest who is just in a call (phone number
entered in the input field (see Section 4.1.2.1) or selected in the Search Results
list).
The HSC system will display a message that asks you whether you want to
intrude into the current call. If you acknowledge the message positively, the
current call will be interrupted and you will be connected to the guest’s phone.
● You want to connect to a guest’s phone which is in the Do Not Disturb (DND)
mode (phone number entered in the input field (see Section 4.1.2.1) or selected
in the Search Results list).
The HSC system will display a message that asks you whether you want to
override the DND mode. If you acknowledge the message positively, you will be
connected to the guest’s phone though the DND mode is turned on for this
phone.
Figure 4-5 Call Control Center - Search Results List
If you suppose that the current HSC status does not correspond with the displayed
> status, press the key combination <Strg>+<R>. The status will then be checked and
updated.
The Search Results list is sorted in ascending order of the extension numbers by default and
consists of the following columns.
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By right-clicking the mouse button somewhere in the table header you can define in
> a subsequent window (see Section 2.1, “Table”) which of the numerous guest
information described below are important for you and therefore should be visible as
table columns.
Phone
Displays the extension number connected with the corresponding room and name.
> the required number in the Phone column.

To call an extension number directly from the Search Results list, double-click
Phone Status
Displays the status of the phone (see Table 4-1 in Section 4.1.1).
Name
Displays the surname and first name of the person to whom the extension is assigned.
VIP
Displays the VIP level of the guest (if existent).
Language
Displays the language the guest prefers to be contacted in.
Room
Displays the room where the extension is located.
Room Status
Displays the status of the room (e.g. cleaned, out of order, ...).
DND
Displays the Do Not Disturb status of the phone.
The Do Not Disturb mode prevents the extension from receiving incoming calls (exception:
wakeup calls can always be received!). However, the phone can be used for making
outgoing calls.
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You can see here the following icons:
The extension is currently in the Do Not Disturb mode.
No icon The extension is currently not in the Do Not Disturb mode.
The status of the extension’s Do Not Disturb mode is unknown.
> Disturb window (see Section 4.1.3.1, “Do Not Disturb”).

Double-clicking in the DND column of the selected extension opens the Do Not
Lock
Displays the lock status of the phone (according to the configuration of the Classes of
Service (COS) in your HiPath switch; see Service Manual, Chapter 8).
The Lock mode prevents the extension (partly) from being used for making outgoing calls.
However, receiving of incoming calls is unrestrictedly possible.
If only two Classes of Service have been configured by the service engineer,
> then in the Search Results list only the first and the fifth of the icons displayed
in the following are used.
If more than two Classes of Service have been configured by the service
engineer, then the meaning of the icons used (max. 5) depends on the
assignment icon - Class of Service (performed by the service engineer) and is
also visible by means of the tooltips defined by the service engineer.
Meaning for 2 COS: The phone has been locked totally.

Meaning for more than 2 COS: depending on the service engineer’s
configuration.

configuration.
Default suggestion: The phone has been unlocked partly, it can be used for
outgoing local calls only.
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configuration.
outgoing national calls only.

configuration.
outgoing international calls.
Meaning for 2 COS: The phone has been unlocked completely.

configuration.
The lock status of the phone is unknown.
FWD
Displays whether incoming calls for the extension are forwarded. If (variable) forwarding
has been set up, this column displays the phone number to which incoming calls are being
forwarded.
Restriction: If a call is forwarded from a HiPath Management Application (e.g.
>
HiPath Manager, ComWin,...) or if a fixed call forward has been set up directly
at the end device, no number is displayed because of a HiPath restriction in
HSC.
>
Double-clicking in the FWD column of the selected extension opens the Forward
window (see Section 4.1.3.1, “Forward”).
Wakeup Calls
Displays the guest’s wakeup calls:
There are wakeup calls for the guest.
The wakeup call has failed.
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No icon There are either no wakeup calls for the guest or the guest’s wakeup calls are
unknown.
This column is only visible if a wakeup call system is installed and activated (see
Administration Manual, Chapter 8).
> Wakeup Calls window (see Section 4.1.3.1, “Wakeup Calls”).

Double-clicking in the Wakeup Calls column of the selected guest opens the
MSG
The MSG column displays the status of voicemail messages in the mailbox or text
messages. Depending on the VMS settings (see Administration Manual, Chapter 8)
● a voicemail message can be stored in a voice mailbox (provided that an external
voice mail system has been installed, the HSC system creates a mailbox for each
guest after check-in) - then the guest can listen to the voicemail message on his/her
phone via voice-operated menu
● a text message can be created by the Front Office operator (using the Text Messages
window; see Section 4.1.3.1, “Text Messages”) or can be submitted by an external
PMS - then the Front Office operator has to read the text message to the guest from
the Text Messages window.
There is at least one new voicemail message (from an external VMS) or one
new text message (created by the Front Office operator or submitted by the
PMS) for the guest about which the guest has not been informed.
The guest has already been informed about all voicemail and text messages
existing for him/her (but they have not been deleted yet).
No icon There are no voicemail or text messages for the guest.
It is unknown whether there are any voicemail or text messages for the guest.
This column is only visible if a VMS ("internal messaging" or external voice mail system) is
installed and activated (see Administration Manual, Chapter 8).
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Button Bar
To use buttons of the button bar, select the extension whose phone modes or wakeup calls or
text messages you want to manage. The buttons launch the following functions (described
below in detail):
● Turn on/off the Do Not Disturb mode
● Lock/unlock the phone partly or completely
● Forward phone calls to another phone number
● Set wakeup calls
● Create/delete text messages
Alternatively, right-clicking the selected extension in the list opens a context menu where you
can activate all the functions available in the button bar.
Figure 4-6 Call Control Center - Context Menu in Search Results List
Do Not Disturb
Opens the Do Not Disturb window for setting up and canceling the Do Not Disturb mode.
> This function is only available for extensions of the logical type "Room" or "Box".
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Figure 4-7 Call Control Center - Do Not Disturb
Phone, Room, Name

Selecting one of the radio buttons you can decide whether the Do Not Disturb function
shall apply
● to the current phone number,
● to the room where the current phone number is situated or
● to the guest to whom the current phone number is assigned.
The text fields explaining the function of the radio buttons display
– the extension that was selected while you clicked the Do Not Disturb... button
– the selected room and - in brackets - the extensions situated in the room
– the name of the guest staying in the room and - in brackets - all the extensions in
the rooms where the guest is checked in.
Activates the Do Not Disturb function immediately according to the selected radio
button.
If you click the Do Not Disturb Schedule link the current list of time periods when the DND
mode shall be enabled is displayed additionally in the Do Not Disturb window.
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Figure 4-8 Call Control Center - Do Not Disturb with Schedule
From, To
Columns displaying start and end date and time details of the Do Not Disturb mode for
an extension/for all extensions in the room.
Scope
Displays whether the Do Not Disturb mode in the time period defined in the From and
To columns will be applied to an Extension or to a Room (i.e. for all extensions in the
room).
Opens the Do Not Disturb Schedule window in which you can define a new DND
period for the selected or for all extensions in the room.
Figure 4-9 Call Control Center - Do Not Disturb Schedule
From, To - Define the required Do Not Disturb period; use date-pickers and/or the
formats suggested by tooltips.
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Apply to all extensions in room - Activate the checkbox to apply the DND mode to
all extensions in the room.
Active only after having selected a DND period in the table of the Do Not Disturb
window. Opens the Do Not Disturb Schedule window with the selected entry’s details
(see Figure 4-9). You can modify the details.
Deletes the selected DND period and removes it from the table.
Closes the window and saves the current settings.
There are the following ways to manage Do Not Disturb modes:

● To set up a Do Not Disturb mode immediately for an unlimited period, select the first
radio button (to set DND mode for the selected extension) or the second radio button
(to set DND mode for all extensions in the room) or the third radio button (to set DND
mode for the guest the selected extension is assigned to) and press the Turn On
button.
● To set up a new Do Not Disturb period, click the Do Not Disturb Schedule link, press
the Add button and define the details in the Do Not Disturb Schedule window (use the
date-picker and/or the format dd.mm.yyyy for date and hh:mm am/pm for time entries).
To set the DND mode for all extensions in the room, activate the Apply to all extensions
in room checkbox and click OK.
● To edit an existing DND period, select it in the table and click Modify. In the Do Not
Disturb Schedule window change the details and click OK.
● To cancel an existing DND period, select it in the table and click Delete.
● To cancel a current Do Not Disturb mode for an extension, select it in the Search
Results list and click the Do Not Disturb... button.
In the Do Not Disturb window click the Turn Off button after having selected the first
radio button (if the DND mode applies only to the selected extension) or the second
radio button (if the DND mode applies to all extensions in the room) or the third radio
button (if the DND mode applies to the guest the selected extension is assigned to).
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To cancel the DND mode for the current time period for an extension or all
> extensions in a room immediately, you have to click the Turn Off button. It is not
enough to just delete the time period from the table!
Lock
Opens a window for locking and unlocking an extension or all extensions in a room.
> This function is only available for extensions of the logical type "Room" or "Box".
Depending on the COS/LCOS configuration in your HiPath switch (see Service Manual,
Chapter 8) you can either
● lock/unlock an extension partly (or completely) without being able to specify time
periods (variant A) or
● lock/unlock an extension completely, especially for certain time periods (variant B).
Variant A:
Figure 4-10 Call Control Center - Select Lock Level
Phone, Room, Name

Selecting one of the radio buttons you can decide whether the lock function shall apply
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– the extension that was selected while you clicked the Lock... button
Lock level
Select the lock level according to the entries in the drop-down list that depend on the
configuration of COS/LCOS (equivalent to "name" of the lock level; see Service
Manual, Chapter 8).
Activates the lock function immediately according to the selected lock level.
Variant B:
Figure 4-11 Call Control Center - Lock Completely
Phone, Room, Name

Selecting one of the radio buttons you can decide whether the lock function shall apply
– the extension that was selected while you clicked the Lock... button
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Activates the lock function immediately according to the selected radio button.
If you click the Lock Schedule link the current list of time periods when the lock mode shall
be enabled is displayed additionally in the Lock window.
Figure 4-12 Call Control Center - Lock Completely with Schedule
From, To
Columns displaying start and end date and time details of the lock mode for an
extension/for all extensions in the room.
Scope
Displays whether the lock mode in the time period defined in a From and To columns
will be applied to an Extension or to a Room (i.e. for all extensions in the room).
Opens the Lock Schedule window in which you can define a new lock period for the
selected or for all extensions in the room.
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Figure 4-13 Call Control Center - Lock Schedule
From, To - Define the required period for locking the extension(s); use date-pickers
and/or the formats suggested by tooltips.
Apply to all extensions in room - Activate the checkbox to lock all extensions in the
room.
Active only after having selected a lock period in the table of the Lock window. Opens
the Lock Schedule window with the selected entry’s details (see Figure 4-13). You can
modify the details.
Deletes the selected lock period and removes it from the table.
Closes the window and saves the current settings.
There are the following ways to un/lock extensions:

● To lock an extension immediately for an unlimited period, select the first radio button
(to lock the selected extension) or the second radio button (to lock all extensions in the
room) or the third radio button (to set the lock mode for the guest the selected
extension is assigned to) and press the Lock button.
● To define a new time period for locking an extension, click the Lock Schedule link,
press the Add button and define the details in the Lock Schedule window (use the
date-picker and/or the format dd.mm.yyyy for date and hh:mm am/pm for time entries).
To lock all extensions in the room, activate the Apply to all extensions in room
checkbox and click OK.
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Call Control Center
● To edit an existing lock period, select it in the table and click Modify. In the Lock
Schedule window change the details and click OK.
● To cancel an existing lock period, select it in the table and click Delete.
● To unlock a currently locked extension, select it in the Search Results list and click the
Lock... button.
In the Lock window click the Unlock button after having selected the first radio button
(if the lock mode applies only to the selected extension) or the second radio button (if
the lock mode applies to all extensions in the room) or the third radio button (if the lock
mode applies to the guest the selected extension is assigned to).
To cancel the lock mode for the current time period for an extension or all
> extensions in a room immediately, you have to click the Unlock button. It is not
enough to just delete the time period from the table!
Forward
Opens a window for (variable) forwarding phone calls intended for an extension to another
phone number.
>
This function is only available for extensions of the logical type "Room",
"Employee" or "Box".
Figure 4-14 Call Control Center - Forward
Phone, Room, Name

Selecting one of the radio buttons you can decide whether the forward function shall
apply
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Call Control Center
● to a phone number,
● to all phone numbers in a room where the current phone number is situated or
● to a guest to whom the current phone number is assigned.
– the extension that was selected while you clicked the Forward... button
Forwarded to
Enter the phone number the calls shall be forwarded to.
This HSC function is basically designed for variable call forwarding. This means
> that you can activate new variable call forwards and you can change or cancel
existing variable call forwards; they will be displayed in HSC - no matter of
whether such call forwards were performed via HSC or directly at an end device.
For canceling an existing fixed call forward (i.e. activated directly at the end
device; cannot be displayed in HSC) a workaround is provided: First, activate
a call forward to a destination of your choice for the respective extension and
then cancel it again immediately.
● To enable forwarding, select a radio button, fill in the Forwarded to input field and click
Set.
● To disable forwarding, select a radio button, delete the phone number currently
entered in the Forwarded to input field and click Set.
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Call Control Center
Wakeup Calls
Opens the Wakeup Calls window for managing wakeup calls of the selected guest.
> configured yet in HSC (see Administration Manual, Chapter 8).

If the Wakeup Calls button is hidden, a wakeup call system has not been
>
The wakeup call function is only available for extensions of the logical type
"Room" when a guest is checked in at the room.
If no external wakeup call system, like VOICELINK @vantage or OpenScape

> Xpressions Hotel, has been configured in your HSC system, the guest will
receive only a telephone call when the wakeup call is executed, however no
further message or announcement, etc. As soon as the guest lifts the receiver,
the wakeup call is registered as successful.
Figure 4-15 Call Control Center - Wakeup Calls
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Call Control Center
Room, Phone, Name

Read-only fields displaying the room and the extension and the name of the selected
guest.
Date
Enter the wakeup call’s date. The default value is tomorrow’s date.
Time
Enter the wakeup call time. The default value is 7:00 a.m.
Daily
● Check it to execute the wakeup call every day of the guest’s stay at your hotel,
starting with the day entered in the Date field.
● Do not check it to perform the wakeup call only on the set time and day.
Wakeup Calls Table

The table displays all wakeup calls for the selected guest. There are the following
columns:
Date - Displays the date and time of the wakeup calls set.
Daily - If the checkbox is checked, the wakeup call will be repeated every day.
Status - Displays the status of wakeup calls; a wakeup call can have the following
statuses:
Status Meaning
Created Wakeup call has been set by/for the guest
Dispatched Agreed wakeup call has been transmitted to the wakeup call
system
OK Wakeup call has been executed successfully
Busy Extension was busy at the time of the wakeup call, wakeup call
is registered as successful
Error Wakeup call has failed (internal error)
Unsuccessful Wakeup call has failed (reason unknown)
No answer Wakeup call was not accepted by the guest
Table 4-3 Wakeup Call Statuses
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Call Control Center
Sets the wakeup call specified with Date, Time and Daily and adds it to the list of
wakeup calls.
To set up a wakeup call, the wakeup time must be at least 3 minutes later than
the current time.
> Between two set wakeup calls there has to be at least a three-minutes time
interval.
The wakeup call is made always on the main extension of the room.
Removes the wakeup call selected in the list of wakeup calls. (However, deleted
wakeup calls are stored in the database as well and can be listed in the Wakup Call
Status report, see Section 6.2).
Closes the window without any changes.
Text Messages
Opens the Text Messages window for creating, reading or deleting text messages.
There are two use cases for this function:
● By means of the Text Messages window the Front Office attendant can create new text
messages for the selected guest. As soon as a new text message is created a LED will
be on at the guest’s phone.
● If a guest presses the key assigned to the LED that signalizes the existence of a new
text message for him/her the guest will be connected automatically to the Front Office
attendant. Then the attendant usually opens the Text Messages window, reads the
new text message(s) to the guest and marks it/them as "Read" in the text messages
table.
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Call Control Center
Figure 4-16 Call Control Center - Create/Read Text Messages
Room, Phone, Name

Read-only fields displaying the room and the extension and the name of the selected
guest.
New message
Enter a new text message.
Text Messages Table
The table displays all text messages created for the selected guest. There are the
following columns:
Message - Displays the contents of the text message created by the Front Office at-
tendant.
Read - If the checkbox is checked, the guest has already been informed about the text
message.
Adds the text message specified in the New message field to the list of text messages.
Removes the text message selected in the list of text messages.
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Call Control Center
4.1.3.2 Incoming Calls and Outgoing Calls

In the Incoming Calls list and the Outgoing Calls list incoming and outgoing calls are displayed.
You can view the calls here and, if necessary, double-click a call to redial the number.
For displaying the required list you must click the corresponding link in the lower part of the Call
Control Center window.
The lists contain the following information:
● phone number of the caller/callee
● phone status (displayed by icons; meaning of these icons: see Table 4-1 in Section 4.1.1)
● name of the caller/callee (if he/she is an employee or a guest currently checked in)
● time when the call was done
Incoming calls are calls accepted by clicking the Answer button in the Call Control Center
window or pressing the <Enter> key.
Outgoing calls are calls started by using the buttons Connect, Hand Over or using the
corresponding key shortcuts.
Figure 4-17 Call Control Center - List of Outgoing Calls
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Direct Call Buttons
4.2 Direct Call Buttons

With the Direct Call Buttons window you can use and manage shortcuts (= direct call buttons)
to frequently used phone numbers.
To access the Direct Call Buttons window, click the corresponding item in the Call Control
menu.
Figure 4-18 Direct Call Buttons
The Direct Call Buttons window usually contains one or more tabs with direct call buttons. The
buttons are displayed according to the telephone numbers, with the lowest number first (i.e. in
the first line, on the left-hand side).
To call a number using these shortcuts, click the button with the shortcut.
> an icon (meaning of the phone status icons: see Table 4-1 in Section 4.1.1).
On each of the direct call buttons the current phone status is displayed by means of
If direct call buttons represent the phone numbers of call center agents the current
> status of a call center agent is indicated using different typographic styles for the
phone number/button label:
> italics: agent is logged on
> bold: agent is ready
> bold and italics: agent is busy
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Direct Call Buttons
Display button labels

● Check this checkbox to display the button labels (see below) assigned to the phone
numbers.
● Do not check this checkbox to display phone numbers.
Hand over if possible
If activated, you can hand over incoming calls using direct call buttons.
To hand over an incoming call, accept it in the Call Control Center, make sure the Hand
over if possible checkbox is enabled (if not, select it) and click the button with the number
to which you want to hand the call over.
When you enable the checkboxes, they stay enabled until you disable them again.
4.2.1 Managing Tabs and Creating New Buttons

To configure new tabs and buttons, right-click on the working area of the Direct Call Buttons
window. A menu appears, with which you can:
● Create, remove or rename tabs
● Add, remove or edit buttons on tabs and assign labels to these buttons.
>
You can import the direct call buttons using an Excel mass data import file (see
Service Manual, Chapter 7).
Add Button to Current Tab

Opens the New Button window for adding a new button on the current tab.
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Direct Call Buttons
Figure 4-19 Direct Call Buttons - Creating New Buttons
Enter the label and the phone number of the new shortcut to the New Button window.
Create New Tab...

Opens the New Tab window for creating a new tab.
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Direct Call Buttons
Figure 4-20 Direct Call Buttons - Creating New Tabs
Enter the label of the new tab in the New Tab window.
Remove Tab
Deletes the current tab together with all its configured direct call buttons.
7 Caution: there is no undo to this step!
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Direct Call Buttons
Rename Tab...
Opens the Rename Tab window for editing the tab’s label.
Figure 4-21 Direct Call Buttons - Renaming Tabs
Modify the tab’s label.
4.2.2 Editing Existing Buttons

To edit an existing button, right-click it. A menu opens, with which you can remove the button
or change the label and the phone number connected to it.
Remove Button
Deletes the selected button.
7 Caution: there is no undo to this step!
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Direct Call Buttons
Edit Button...
Opens the Edit Button window for editing the button’s label and/or phone number.
Figure 4-22 Direct Call Buttons - Editing Buttons
Modify the button label and/or the phone number.
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Direct Call Buttons
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Service Tracking - Front Office Client
5 Service Tracking
Service Tracking ensures that both service requests of hotel guests and other work orders are
collected and submitted to responsible hotel staff members. Moreover, you can follow the
service progress from a central point.
The basic functioning of Service Tracking in HSC is described in more detail in the
Administration Manual, Chapter 5.
> Using functions described below requires a license for "Service Tracking".
To make it possible for you to use the features of Service Tracking, your hotel
> administrator must have made specific settings at the configuration of HSC. Please
refer to the Administration Manual, Chapter 5, for further information.
This chapter provides a detailed description of the user interfaces for Service Tracking in the
HSC system:
● Menu Service Tracking in the Front Office navigation area of the HSC system with the
menu items New Service Request and Service Control (see Section 5.1)
● PDA device and its functions (see Section 5.2)
● Overview of other devices (CMI, OpenStage, and Kirk) you can use for Service Tracking in
connection with a switch (see Section 5.3)
5.1 Service Tracking - Front Office Client

By means of the Service Tracking menu in the menu bar of the HSC main screen you can
request a new service and track the progress of service request completion:
● To reach the Service Request window, please click the menu item New Service Request
(see Section 5.1.1).
● To access the Service Control window, click the menu item Service Control (see Section
5.1.2).
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5.1.1 New Service Request

With the New Service Request window you can create a new service request for a guest staying
in your hotel or enter other work orders. You can assign the service to a service attendant (or
a category) and describe the service type as well as the time when the service should be
performed and whether it is a periodical service.
There are several options for opening this window:
● Click the New Service Request item of the Service Tracking menu or
● click the New Service Request... button in the Call Control Center window (see Section
4.1) or
● click Edit... or Copy... in the button bar of the Service Control window (see Section
5.1.2), after having selected a request in the service request list of this window.
If you use the function Edit Service Request after selecting Edit… you can send a
reminder to the responsible service attendant or note down information of the solution
as well as feedback and satisfaction level of the guest related to the (performed)
request.
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Figure 5-1 Window for First Creating, Editing or Copying of a Service Request
The Service Request window consists of the following areas:

● A toolbar with the buttons Save & Submit, Save, Print and Delete, as well as buttons
for showing/hiding further window areas (see Section 5.1.1.6).
● Input/output area Initiator (see Section 5.1.1.1)
● Input area Basic Information with Reset button (see Section 5.1.1.2).
● Input/output area Advanced Information (see Section 5.1.1.3)
● Input area Scheduling (see Section 5.1.1.5)
● Input/output area Actions with additional buttons (see Section 5.1.1.4).
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Only the toolbar, the input and selection field Initiator and the window area Basic
> Information are always visible in the Service Request window; you can show or hide
all other window areas as required using the buttons in the toolbar.
5.1.1.1 Initiator
In this area you specify the person who has requested the service.
If you open the New Service Request window from the Call Control Center while a guest
checked in at your hotel calls, the Initiator area is automatically filled in with the caller's details.
Otherwise you can define the initiator of the service request, by
> entering a surname or a first name or a room number either directly in the Initiator field,
which immediately displays a drop-down list with all persons matching your entry, from
which you then select the initiator ("quick search")
> or activating the function Advanced Search… by pressing the associated button (see
below).
Figure 5-2 New Service Request - Initiator Area (with "Quick Search" for Names)
Initiator
Entry and selection field for defining the initiator of a service request.
As soon as you enter a first name or a surname as a search criterion (i.e. at least its first
character), a drop-down list will be opened, in which all hotel employees of this name and
all guests of this name that are currently staying at your hotel, are displayed.
As soon as you enter a room number as a search criterion (or at least its first digit), a drop-
down list will be opened, in which all hotel employees assigned to this room and all guests
assigned to this room that are currently staying at your hotel, are displayed.
The titles, surnames, first names, languages, VIP statuses, and room numbers of the
persons included in the list will be displayed.
If the drop-down list includes more than one person after your entry, you can select the right
person for initiating a service request by mouse click.
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Makes possible an advanced initiator search by means of several interlinked filter criteria,
including guests who stayed at your hotel at an earlier time
Advanced Search
If it is not possible for you to simply identify the initiator of the service request by entering a first
name or a surname or a room number (see above) and he is not entered automatically by the
system (e.g. as name of a caller), you can search for this initiator, using this extra function and
several, interlinked criteria, and even include guests who have stayed at your hotel before.
It is not allowed to use wildcards (*, %, etc.) in this search function!
Once you press the Search button after having defined the search criterion, the values entered
by you are logically linked with "AND". The Search result is displayed in the list where you select
an entry by means of the Select button or directly by double-clicking on the entry.
If you press the Close button, you can leave the window without making a selection.
Figure 5-3 Window for the Definition of the Search Criterion
Source
Select the data area, where you want to search for the person who has initiated the service
request:
● Guest - the data area with the guests currently checked in at your hotel
● Guest profile - the data area of all persons who have ever been guests of your hotel
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● Employee - data area with hotel employees

Name
Selection criterion for initiator search (as a Source any selection is possible)
Room
Selection criterion for initiator search; relevant for guests that are currently staying at your
hotel or were staying at your hotel previously (then earlier room numbers can be used as
search criterion!) or for hotel employees (i.e. as a Source any selection is possible).
Extension
Selection criterion for initiator search; relevant only for guests currently staying at your hotel
or for hotel employees (i.e. if Guest or Employee has been selected as a Source).
In case of several guests with the same name, use the Extension field to differentiate.
Search result
Multiline list of all persons meeting the search criteria entered and interlinked by the logic
operator "AND" (in the title bar of the list the "hits" are shown).
– 1. line: salutation, title (if applicable), surname, first name, language, VIP status; icon
indicating the data area assignment
– Further lines: Information on in which room and when the person has stayed at the
hotel before or is currently staying
5.1.1.2 Window Area Basic Information

With this area you define the requested service.
The entries in the numerous drop-down lists in this area are always sorted in ascending or
alphabetical order.
Figure 5-4 New Service Request - Area Basic Information
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Location
Usually filled automatically with the number of the room that is assigned to the initiator of
the service request (if available; see also Section 5.1.1.1).
Please check the entry and, if necessary, select the location where the requested service
should actually be performed (corridor, kitchen, etc.).
Service type
Select the type of the service request, e.g:
● positive - all common services, e.g. bringing towels or shampoo toan individual room
● negative - some repairs
● comment - comments regarding the service request
● complaint - complaints regarding a service request
Which service types you can choose from depends on the configuration of
> Service Tracking in your HSC system (see Administration Manual, Chapter 5).
Here examples of the service types available by default after the first installation
of a HSC system are listed.
Service code, Service text
Select either the Service code or the Service text and check the entry in the other drop-
down list. If you enter any number of leading characters of a service text or code, in the
Service text or Service code field, only those service texts or codes will be offered for
selection, which include the specified characters.
If you enter any number of leading characters of a service text or code, in the Text or Code
field only those service texts or codes are offered for selection which include the specified
characters.
> Service type, Service text and Location are obligatory fields!
Details
If required enter details on the service request (e.g. the latest-possible date of service
execution, special requests of the guest, …).
By means of the following three drop-down lists you assign the service to a responsible
department, a category and/or a service attendant. The corresponding entries for the drop-
down lists are selected automatically by the system after you have entered the service code or
the service text. Select the required entries.
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You may not be able to change the corresponding entries in this area if there is
> only one department/category/service attendant responsible for the specified
service. Otherwise all responsible departments/categories/service attendants
are offered for selection.
.Department
If necessary, modify the department the service has been assigned to.
Category
If necessary, modify the assigned category.
Service attendant
If necessary, modify the service attendant the service has been assigned to. The service
attendants’ status is indicated by the icon next to his/her name:
The service attendant is in; you can assign the service request to him/her.
The service attendant is out.
The service attendant is on break. If the service need not be performed

immediately, you can still assign it to this service attendant.
No service assistent is selected; the search function is active. Enter the first
character(s) of a service assistant’s name and press <Enter> to start searching
for the service attendant.
Figure 5-5 New Service Request - Indication of the Status of the Service Attendants
in the Drop-Down List
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If you do not want to specify the service attendant, you can supply the request
> as "Category Request" (see Figure 5-6) - provided that such an option has been
configured for the selected category (see Administration Manual, Chapter 5).
Service requests supplied as "Category Request" can be viewed, accepted and
performed by all service attendants of the selected category.
Figure 5-6 New Service Request - Selection Option for Service Request to Category
Transmission route
Enter the way the service attendant is informed about the new service request (e.g. PDA,
CMI, OpenStage, SMS, e-mail).
Resets - except for Location and Details - all fields of the window area Basic Information to
the original values (of the time when the window was opened).
5.1.1.3 Window Area Advanced Information

In this window area you an enter feedback messages after the completion of the service
request.
For this purpose you usually select the service request in the Service Control window, as soon
as it is in the Done status, and then reopen the window described here by clicking the Edit...
button (see also Section 5.1.2.1 and Section 5.1.2.2).
Figure 5-7 New Service Request - Area Advanced Information
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Solution
Enter additional comments after the service has been performed.
Satisfaction level
Select one of the offered levels to indicate the guest's satisfaction with the service.
Which and how many service satisfaction levels you can choose from depends
> on the configuration of Service Tracking in your HSC system (see Administration
Manual, Chapter 5).
Feedback
If required enter a verbal comment on the selected level of satisfaction.
5.1.1.4 Window Area Scheduling

With this area you specify the time a service request that has been confirmed by means of Save
& Submit will be submitted to the defined service attendant.
> area Scheduling are not relevant.

If the service request is confirmed by means of the Save button the entries in the
Figure 5-8 New Service Request - Scheduling Area
The Scheduling area specifies only the time of submitting the service request,
7 not the time when the service should be performed. If it is necessary to perform
the service immediately (or at a specified time), enter this information into the
Details field in the Basic Information area (see Section 5.1.1.2)!
Now
Check it, if the service request shall be submitted immediately after you confirm the service
request with the Save & Submit button. The Date and Time fields become read-only fields
with the current date and time.
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Do not check it, if the service request shall be submitted as specified with the Date and
Time fields.
Daily
Check it, if the service request shall be submitted periodically on the days you select in the
checkboxes below until the date specified in the Until field.
After checking it, the read-only field Until becomes active and the date-picker icon is dis-
played next to it.
Do not check it, if the service shall be performed only once.
Date
Enter the date when the service request shall be submitted. The default value is the current
date.
Time
Enter the time when the service request shall be submitted. The default value is the current
time.
Until
Becomes available after you check the Daily checkbox (otherwise read-only field). Enter
the end date of submitting the service (use the date-picker or the format dd.mm.yyyy).
Mo, Tu, We, Thu, Fr, Sa, Su
Represent weekdays, become available if you check the Daily checkbox (otherwise read-
only fields). Check the days on which the service shall be performed.
● To have the service performed now, check the Now checkbox. The Date and Time fields
become read-only fields and the service will be submitted to the service attendant as soon
as you confirm the New Service Request by clicking the Save & Submit button in the button
bar.
● To have the service performed daily, check the Daily checkbox. The Until field and the
weekdays checkboxes become active for you to specify, until when and on which days the
service is to be performed. Upon clicking the Daily checkbox, the Until field becomes an
obligatory field. For filling it in use the date-picker icon displayed upon checking Daily or the
format dd.mm.yyyy.
● To have the service performed now and from now on periodically, check both checkboxes
and set the periodicity.
● To have the service performed on a specified day and time, fill in the Date and Time boxes
and confirm the New Service Request by clicking the Save & Submit button.
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5.1.1.5 Window Area Actions

This area is used for displaying the service request number and the creator of the service
request and makes it possible to change the service request status, if required.
Figure 5-9 New Service Request - Actions Area
Service request No.

Read-only field; displays the internal number of the service request. This number is
generated automatically by the HSC system.
Creator
Read-only field, shows the creator of the service request (as a rule a front office employee)
Service request status
Shows the current service request status, which you can also change, if required (see the
note in Section 5.1.1.6).
Notification with ringing
If you have selected "CMI" or "OpenStage" as a transmission route for the service request,
you can define by checking this box that the alerting of the service attendant is performed
both by displaying an envelope icon (CMI) / by lighting up of a LED (OpenStage) and with
a ring tone.
If the box has not been checked, no ring tone will be sent for alerting the service attendant.
> Remind function will be performed (see Section 5.1.1.6).

This is the only service request parameter that can be modified before the
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5.1.1.6 Buttons
Buttons in the window area Actions
Transmits a reminder to the service attendant to whom the service request that is currently
displayed in the window New Service Request has been assigned.
The respective service request must have been created already at an earlier time and still
be open. It then has to be selected in the window Service Control and displayed again by
means of the Edit… button in the window New Service Request.
If the service request has already been accepted, the service attendant who has been
reminded does not have to accept it again.
Neither the service request status nor the "counter" (configurable time
> period until the service request has been accepted or completed) are
influenced by the reminder function.
Buttons in the toolbar
Creates the new service request, saves and submits it (including explicit notification) to the
service attendant that has been assigned to it at the time configured in the window area
Scheduling (for details on how to use this button see "Notes").
Creates the new service request and saves it immediately without notification of the
assigned service attendant (for details on how to use this button see "Notes").
Outputs the data of the new service request on the printer selected in the printer selection
dialog.
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You can only print a service request if you have saved it before by means of Save
> or Save & Submit.
Printing of a service request list can be done via the Work Order Lists menu.
With Delete you can delete a service request.

This button is only visible if you are authorized to delete service requests (for assignment
of the respective rights, see Administration Manual, Chapter 4).
With these three buttons you can show and/or hide one of the window areas Advanced
Information, Scheduling and Actions.
In doing so you can reduce the window size by those window sections, where you usually
do not make any changes, and thus create space for other important windows on your HSC
main screen.
Notes on how to use the buttons "Send & Submit" and "Save"
When creating and/or editing a service request you can decide whether you just want to save
the request (Save button) or save and submit it to the assigned service attendant with explicit
notification (e.g. ringing, lighting up of a LED) (Save & Submit button).
Service requests confirmed with Save & Submit are submitted in accordance with the
transmission route selected and what has been selected in the Scheduling area, the assigned
service attendant is explicitly notified; the service requests are initially saved in the request
status Created, their request status changes to Submitted as soon as they have been
submitted.
By means of Save service requests that are in the status Created are changed automatically
to the status Submitted, however, the assigned service attendant is not notified explicitly (i.e.
the selected transmission route is not used). If you have set in the window New Service
Request another status for a service request to be saved (e.g. Prepared or Done) this status
will not be changed when Save is pressed.
Also service requests that have been changed from the status Created to the status Submitted
by means of Save, can be viewed (and in certain cases also edited) by the responsible service
attendants by means of their PDAs, OpenStages or CMIs.
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In a hotel information on service requests to be performed is sometimes given on an informal

level and need not be explicitly sent to service attendants. In such cases the function Save
makes it possible to collect service requests so that they can be put together and may be
transmitted in hardcopy later on.
If a service request is to be prepared for later editing, please select the request status Prepared
when creating the request.
Also service requests that have been completed without Service Tracking support can be
entered into the list of service requests at a later time by means of Save - after selection of the
status Done - to make it possible for the hotel to have seamless documentation and statistics.
5.1.2 Service Control

With the Service Control window you can view and edit requested services. The color
differentiation offers you a better overview upon the recognition of the status of individual
requests and thus makes daily work easier for you.
Click the menu item Service Control in the Service Tracking menu to open this window.
By clicking the respective link you can choose between three variants of the displayed service
request list:
● Service request filtering list (displayed by default when the window is opened)
● Search result list
● List of service requests relevant for Call Control (displayed if a guest calls to whom at
least one service request is assigned)
Basically the Service Control window consists of the following areas:

● Toolbar with buttons (see Section 5.1.2.2)
● "Filter Area" in two variants, as required
● List of service requests (see Section 5.1.2.1)
Service Request Filtering List

You can choose in the filter area above the list which category of service requests you want to
see by activating/deactivating the respective checkboxes.
● On the left side you can individually select all service types configured by your hotel
administrator (see Administration Manual, Chapter 5),
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● on the right side you can individually select the service request statuses (only relevant as
filter criterion for service types that are "submittable" (see Administration Manual, Chapter
5).
In the list all service requests corresponding to the respective filter criterion are displayed.
Figure 5-10 Service Control - Service Request Filtering List
Search Result List

In this list you can define suitable search criteria via the input fields Room, Initiator and/or
Service attendant.
After pressing the Search button (or terminating your entry with <Enter>) your entries will be
linked with the logic operator "AND" and the search result is presented in list form.
Upon first opening this list will be empty. After changing to this list later on - before the entry of
a new search criterion - the latest entries are displayed again.
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Figure 5-11 Service Control - Search Result List
Room
Input of the number of the room to which the service requests searched for are assigned.
Initiator
Input of the initiator that has initiated the requests searched for.
Service attendant
Input of the name of the service attendant to whom the service requests searched for are
assigned.
List of Call-Relevant Service Requests

This list is filled with entries only if the Service Control window is open while a call from a hotel
guest is answered for whom once at a time a service request has been performed. The HSC
system will then, based on the extension number of the caller, know the name of the caller, the
room in which the guest stays, as well as all other persons who may stay in this room, as well
as all service attendants connected with this extension.
All of these data are used as filter criteria for the service requests displayed in the list; you
therefore see all open requests
● assigned to the room of the caller,
● of which the calling guest or another person staying in the room of this guest is the initiator,
● for the service attendants connected with the extension of the calling guest.
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By default HSC is configured to make sure that HSC automatically generates the list
> when a call is received and switches to this list display (the Service Control window
will not be displayed in the foreground during this process). Professional Services
can configure the HSC database by a specific entry so that you yourself have to
switch to this list view.
This list is not cleared when the associated telephone call has ended, but only
updated automatically when a new call is made.
Figure 5-12 Service Control - Call-Relevant List
5.1.2.1 List of Service Requests

In each of the three variants this list contains the respective service requests with the following
details.
By right-clicking the mouse button somewhere in the table header you can define in
> a subsequent window which of the numerous service detail information described
below are important for you and therefore should be visible as table columns.
New services requests initiated either by Front Office employees (see Section 5.1.1) or by serv-
ice attendants (see Section 5.2) or by Facility Monitoring (see Chapter 8) are added on the top
of the table. In case of periodic services, a new service request for the next day is included in
the table, once the service has been performed for the current day.
Creator
Displays the creator of the service request.
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Status
Displays the service status (only relevant for service requests related to service types that
can be submitted to service attendants, e.g. positive and negative service requests).
In case of "unsubmittable" service types (for configuration, see Administration

> Manual, Chapter 5), the (unchangeable) service type itself will be displayed
instead of a service status.
To change the service status, click an entry in this column and select the new status in the
drop-down list which contains the following status types:
● Prepared - the service has been requested by a service attendant (see Section 5.2.3)
or by Facility Monitoring (see Chapter 8).
● Created - the service has been requested, but not submitted to a service attendant yet.
● Submitted - the service has been created and submitted to a service attendant.
● Accepted - the service attendant who the service was assigned to has accepted the
service.
● Rejected - the service attendant who the service was assigned to has rejected the
service.
● Done - the service attendant has performed the service.
● Failed - a rejected service request is not relevant any more, because it has been
closed by the Front Office staff.
● Special case:
Deleted - the service request is no longer relevant and is no longer displayed in
Service Tracking, as it has been deleted by a hotel employee who is authorized to do
so (see Administration Manual, Chapter 4).
HSC distinguishes between:

> Open service requests - requests with Prepared, Created, Submitted,
Accepted or Rejected status,
Closed service requests - requests with Done or Failed status and
Deleted service requests which no longer are displayed in Service Tracking.
7 Once the service status is set to Done or Failed you cannot change it any more!
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If a service request has been deleted by a hotel employee who is authorized to

> do so (for the assignment of rights: see Administration Manual, Chapter 4), it is
no longer relevant for Service Tracking and will not be displayed in the Service
Control window any longer; such service requests can only be listed by means
of MIS reporting (report Service Tracking Quality; see Section 7.10).
Request No.
Displays the service request number.
Room
Displays the room number associated with the service request.
Initiator
Displays the surname, the first name and, if applicable, the title of the person who has
requested the service.
VIP
Shows the VIP-status of the initiator (if existent).
To Do
Displays the service text and the details of the service request.
Subm. Time
Displays the date and time of submitting the service request to a service attendant.
Service Attendant
Displays the surname and the first name of the service attendant to whom the service has
been assigned.
Resp. Category
Displays the category (= subdepartment) to which the service request has been assigned.
Last Status Modif.
Displays the date and time when the service status was changed (e.g. Accepted --> Done)
or when any changes concerning the requested service took place (e.g. if a service
attendant rejects a service request and the request therefore has to be submitted to
another service attendant).
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Counter
Displays the time lapsed (in minutes) since the service request was submitted to a service
attendant.
After the service status has changed to Submitted or Accepted, the Counter starts
counting the time span defined for the corresponding service text (see Administration
Manual, Chapter 5). The defined time (in minutes) is displayed as a negative whole
number. When the Counter reaches 0, the color of the service row changes and the
Counter counts on in positive whole numbers.
Meaning of the colors in the table rows

The following colors inform you about the service status:
● Pink - The service request has been submitted to a service attendant.
● Yellow - The service request has been accepted by a service attendant.
● Red - The service request has been rejected by a service attendant.
● Green - The service request has been done.
The following colors inform you about a timeout of service requests:
● Red - the service request could not be submitted or the service request was not done in
time.
● Magenta - the service request was not accepted in time.
5.1.2.2 Button Bar
Edit ... opens the service request selected in the list in the Edit Service Request window.
Edit the service details and confirm with Save & Submit or Save or send a reminder to the
assigned service attendant by clicking Remind (see Section 5.1.1).
Use the Edit... button to edit service requests with the following status types:
> Prepared, Created, Submitted, Accepted, Rejected and Done.
Service requests in the Done status are generally edited to add feedback, level
of satisfaction and/or solutions!
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Copy... creates a copy of the service request selected in the list and opens it in the Copy
Service Request window. After you have edited the service details in this window and
confirmed the changes with Save & Submit or Save (see Section 5.1.1), a copy is added
as new service request on the top of the Service Control table.
> Use the Copy... button to create new service requests.
Outputs the data of the selected service request from the printer selected in the printer
selection dialog.
> Printing of a service request list can be done via the Work Order Lists menu.
With Delete you can delete a service request selected in the list.
This button is only visible if you are authorized to delete service requests (for assignment
of the respective rights, see Administration Manual, Chapter 4).
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Service Tracking - Tablet Device
5.2 Service Tracking - Tablet Device

The services created with Front Office are submitted to service attendants who use a Tablet
device with the HSC system.
In the HSC system, service attendants are informed via Tablets when and what services they
have to perform. At the same time they use Tablet devices to inform Front Office about the
progress of the service.
5.2.1 Working with the HSC Tablet Device

With the PDA device, you can:
● View, accept and reject services (see Section 5.2.2)
● Create new services (see Section 5.2.3)
● Set up and cancel a break (see Section 5.2.5)
● View services requested for different locations and service attendants (see Section
5.2.4)
This chapter also describes the Tablet device login and logout.
Login
To log in, do the following steps:
1. Turn your Tablet on.
2. Browse to hotel portal
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Figure 5-13 PDA - Displaying the Keyboard
3. Enter http:\\localhost:8270 into the navigation bar.
4. In the Launch HSC 2.6 Applications area click the Tablet Service Tracking item.
Figure 5-14 Tablet - Login
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5. Select your user name and enter your PIN.

Username
Select your user name.
PIN
Enter your PIN.
1,2,3,4,5,6,7,8,9,0
Use the digit buttons to enter your PIN.
Opening screen
The Tablet opening screen consists of the icon bar and the working area (see Figure 5-15
below).
The Tablet GUI language depends on the language(s) assigned to the service
> attendant by the administrator when configuring Service Tracking (see
Administration Manual, Chapter 5). However, the Welcome screen language
depends on the Tablet Browser’s language setting, and the Login screen is always
in English.
Figure 5-15 PDA Opening Screen
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Username
Displays your user name.
Icons representing working screens. A red bar below the icon indicates the active screen.
5.2.2 Show Own Services
Opens the screen with the list of all services assigned to you.
With this item, you can accept and reject services in the list and mark performed services
as Done.
Figure 5-16 Tablet Opening Screen - Service Attendant’s Services
Loc
Displays the location where the service should be performed.
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Service
Displays the text of the requested service and the details (if available).
To see more details, click the service text and the Detailed service view screen
appears.
Figure 5-17 Tablet - Detailed Service View
Location
Displays where the service should be performed.
Description
Contains the service text and available details.
Modified at
Displays the date and time of the last modification of the service request.
Guest
Displays the name of the guest for whom the service should be performed.
Status
Contains an icon or icons describing the service status. Use the icons to accept and
reject services or to mark performed services as Done (see Status icons below.)
Back to service list
Returns to the Show own services screen.
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Status icons
With status icons you can accept and reject services assigned to you, and also mark
services as Done. Status icons are displayed next to individual services in the opening
screen and in the Status line of the Detailed service view screen.
Accepts the service. The checkmark turns green, the Front Office staff is informed that
you have accepted the service and you have to perform it within a defined time. The
red cross icon disappears.
Rejects the service. The Front Office staff is informed that you have rejected the
service and the service disappears from the list of your services.
Marks the service as Done. The service disappears from your service list and the Front
Office staff is informed.
7 There is no undo to accepting, rejecting and marking the services as Done!
5.2.3 Request New Service
Opens the screen for requesting new services.
Use this function only to request new services which are not your responsibility
7 (e.g. leaking pipes) or which you are not able to perform at the moment (e.g. you
notice a broken ash-tray that needs replacing or you meet a guest who asks you
to organize him a bottle of wine).
You must not reject services that have been assigned to you and then make a
new request using this function!
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Figure 5-18 Tablet - Creating a New Service Request - Step 1
Location
Select the location the service is requested for.
Code, Text
Select the service code or text. The other field will be filled in automatically. However,
check the entry. The field displays the first item in the list of all possible entries
connected with the entry in the other field.
Confirms your entries and opens the next step screen.
Returns to the original screen without any changes.

To request a new service, enter the location and the service code or text with the respective
drop-down list boxes and confirm with Next >. Enter either the code or the text, the other
information will be filled in automatically.
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Please enter information for the new service request

Enter comments (if necessary).
To enter a comment, click inside the comment field. Use the keyboard which
> appears in the lower part of your Tablet to enter a comment. To hide the
keyboard, click outside the comment field.
Confirms the entries and submits the request to Front Office.
Returns to the previous screen.
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The new service request has been saved!

This screen provides you with the summary of the requested service.
Location
Displays the location of the requested service.
Code
Displays the code of the requested service.
Text
Displays the text of the requested service.
Comment
Displays remarks concerning the service (if available).
Back to service list
Returns to your service list.
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5.2.4 Show Other Services
Provides an overview of services assigned to other service attendants or services

requested for a certain location.
Figure 5-21 Tablet - Displaying Other Services - Step 1
for Service attendant

To view the services of service attendants, select this radio button, select a service
attendant in the drop-down list and click Display.
for Location
To view the services requested for a location, select this radio button, select a location
and click Display.
Opens a screen with the services for the selected service attendant (for Service
attendant option button selected) or for the selected location (for Location option
button selected).
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Services for a Location
Figure 5-22 Tablet - Displaying Other Services - Step 2
Services for Location

Shows the location number.
Service
Below the heading you can see the description of the service, together with status
icons describing the service status.
To view more details concerning a service, click the service text and the Detailed
service view screen opens (see Figure 5-17).
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5.2.5 Break
Sets or cancels your breaks.
Figure 5-23 Tablet - Unsuccessful Attempt to Set a Break (left) and Break (right)
Attempts to set the break again if the break was not set up successfully.
Ends your break.
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Other Transmission Routes (OpenStage, CMI, Kirk)
5.2.6 Logout
With this icon you log out.
Figure 5-24 Tablet- Logout
Logs you off.
Returns you to the screen with your service list (see Figure 5-16).
5.3 Other Transmission Routes (OpenStage, CMI, Kirk)

The service attendants in your hotel can use the following devices for Service Tracking:
● CMI, if a switch HiPath 4000 is in use in your hotel (see Section 5.3.1)
● OpenStage telephone, if a switch HiPath 3000 or HiPath 4000 is available in your hotel
(see Section 5.3.2)
● Kirk end device, if a Kirk Wireless System is connected to a HiPath switch in your hotel
(see Section 5.3.3)
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However, the functions provided by these devices are limited. With these devices you can:
● View your service requests and accept them (or reject them, if Service Tracking is
configured accordingly)
● View and accept service requests for your category
● Change the status of your service requests
● Enter your presence status (In, Out, Break) (not with Kirk)
> You do not have to accept service requests for you category personally.
Menu Structure at CMI and OpenStage

From the point of view of switch and end device, HSC is only one application. Therefore the
menu navigation is not exclusively designed for Service Tracking.
Therefore it has to be indicated to the end device after the start of a session which kind of menu
navigation should be used. Currently only Service Tracking is relevant, normally you navigate
to the main menu of Service Tracking by means of shortcut ’5’.
The submenus for Service Tracking can be accessed
> by scrolling in the main menu and confirmation or
> by using the shortcuts
– ’5’ for open service requests
– ’6’ for closed service requests (if configured accordingly)
– ’7’ for changing one's own presence status
Usually the service engineer configures CMI and OpenStage devices in such a way
> in the HiPath switch that one or two keys are connected with the shortcuts mentioned
above (see Service Manual, Chapter 3 and Appendix A).
Service Status
Open services are services with one of the status types Prepared, Created, Submitted,
Accepted and Rejected.
Closed services are services with one of the status types Done and Failed.
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The status of service requests is indicated with the following icons (not at Kirk devices). You
can see them in front of the service text:
No icon Submitted service requests

@ Submitted service requests to category
+ Accepted service requests
- Rejected service requests
* Closed service requests, i.e. Done and Failed
? Status incorrect
5.3.1 DECT Cordless Phone (CMI)

The display of a DECT cordless phone, also called CMI (Cordless Multicell Integration), has a
four-line display. Therefore you can sometimes see all Service Tracking menu items
simultaneously.
The first three lines are available for information regarding Service Tracking, the fourth line for
the respective function description of the underlying keys (e.g. arrow keys for scrolling in the
display, OK key). Use the CMI keys to confirm entries or to go to previous or next menu items.
Accepting a new request

If you receive a new service request you will be notified by a ring tone (for 60 seconds) on your
CMI (if the checkbox Notification with ringing has been activated in the New Service Request
window; see Section 5.1.1) and an envelope icon appears on the CMI display. The virtual
extension configured for Service Tracking will be displayed (is not relevant for service
attendants).
The ring tone will be repeated after 90 seconds (for a total of 20 times). (These standard
settings for the duration of the ringing time, the repeat interval and the number of repetitions
can be changed by the service engineer in the HSC database if required.)
>
As long as there are service requests assigned to you that you have not accepted
and not completed yet, you will see an envelope icon on your CMI display.
Usually the service engineer configures your cordless phone in such a way in the HiPath switch
(see Service Manual, Chapter 3 and Appendix A) that the following two keys are connected with
shortcuts:
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● By means of the key beneath the envelope icon you can either access the HSC main
menu of Service Tracking or directly the list of open service requests - according to the
HiPath configuration.
● By means of the INT key you can access directly the menu item for changing your own
presence status (see Section 5.3.1.1, “Changing your status”).
5.3.1.1 Entering the HSC Main Menu on a CMI

If your cordless phone is configured accordingly (see above) you can access the main menu
using the key beneath the envelope icon. Press this key and then navigate in the CMI-specific
menu to the DTB (Display Telephone Book) entry. Select DTB using the OK key.
The CMI main menu visible afterwards usually contains the following items:
● Open (including requests to category)
● Own status
● Exit
Professional Services can configure your CMI (by the respective entry in the HSC
> database) to display also your closed service requests (main menu item Closed). In
this setting it is also defined how many hours the display of closed service requests
shall go back.
If service details are available for a service request, the service request entry will be marked
with an asterisk '*' at the end of the line. The details of the service request - marked by
abbreviations - are output in the following sequence (also multiline outputs possible):
LOC (location)
REQ (service request)
GST (guest)
VIP (omitted if no VIP entry is available)
INF (detailed information; omitted if no request details were entered for the request in the Front
Office)
Sent (submission time)
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#827:Towelset LOC: 827

827:Towelset *
>View details REQ: Towelset,
184:Bathrobe *
>Accept not lila
.............
>Done GST: Mr. Zim-
-211:Breakfast *
>Reject mermann
<----Back----
<----Back---- INF:30327
Accepted:
2004.07.27
13:52
<----Back----
>5 open
>Own status
>In In set Done set
>26 closed
>Out <----Back---- <-----Back----
<----Exit----
>Break
<----Back----
LOC: 215
REQ: Bring
breakfast
*432: Cleaning *
GST: Ms. Taylor
*215: Breakfast *
INF:30215
...............
Done:
*345:Newspaper
2004.07.27
<----Back----
09:58
<----Back----
Figure 5-25 CMI Menu Scheme (with Menu Item "Closed")
The following sections describe workflows necessary for using CMI.
Accepting a service request

To accept a service request using CMI, proceed as follows:
1. Go to the HSC main menu.
2. Confirm the main menu item Open an select a service request with the OK key. The
subsequent menu contains the following options, which will be displayed one at a time:
● Details
● Accept
● Set service done
● Reject service (if configured accordingly)
● Back
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(Alternatively direct access in this subsequent menu is possible, if your service engineer
has configured it accordingly (see above).)
3. Use the arrow keys to go cyclically up and down in the menu. Confirm the entry Accept
using the OK key.
4. To return to the main menu, go to the Back item and confirm it with the OK key.
>
Professional Services can configure your CMI (by the respective entry in the HSC
database) to allow you to reject service requests (main menu entry Reject service).
Changing your status

To enter your status, proceed as follows:
1. Go to the HSC main menu and confirm the main menu item Your status or
press the INT key and then navigate in the CMI-specific menu to the DTB (Display
Telephone Book) entry; select DTB using the OK key.
2. In both cases the subsequent menu will only show the items to which you can change from
your current presence status by activating the requested status using the OK key:
● In ---> Out or Break
● Out ---> In
● Break ---> In
● Back
3. Confirm the selected status item using OK.
Displaying your closed service requests (if configured accordingly)

To view your closed service requests, proceed as follows:
2. Confirm the main menu item Closed an select a service request with the OK key. The
subsequent menu offers you the following options:
● Details
● Back
3. To view the details of a service, go to the corresponding service using the arrow keys and
confirm the menu item Details.
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5.3.2 OpenStage Phones

OpenStage phones offer you the same options as CMI. However, OpenStage phones have a
display with two lines. The first line always contains information about the task and the second
line contains a command. Use the OpenStage keys to confirm your entries or to go to previous
or next menu items.
The OpenStage phone offers the following keys:
Confirms the selection of the marked menu item.
Goes to the previous menu item.
Goes to the next menu item.

HSC Opens either the HSC main menu or provides the direct access to the list of open
key service requests (according to the configuration in the HiPath switch).
The "HSC key" is a certain OpenStage key that has been connected in your HiPath
> switch with a shortcut for Service Tracking by your service engineer (see Service
Manual, Chapter 3 and Appendix A). Additionally the corresponding LED is
configured for Service Tracking which belongs to the HSC key and will be on if open
service requests exist for you.

If you receive a new service request, you will be alerted by a ring tone (for 60 seconds) on your
message device (if the checkbox Notification with ringing has been activated in the New
Service Request window; see Section 5.1.1) and the LED belonging to the HSC key will be on.
The virtual extension configured for Service Tracking will be displayed (is not relevant for
service attendants).
The ring tone will be repeated after 90 seconds (for a total of 20 times). (These standard
settings for the duration of the ringing time, the repeat interval and the number of repetitions
can be changed by the service engineer in the HSC database if required.)
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Service Tracking
> and not completed yet, the LED will still be on.
As long as there are service requests assigned to you that you have not accepted
HSC main menu

To access the HSC main menu, press the HSC key on your OpenStage.
The OpenStage main menu by default contains the following items:
● Open services (including requests to category)
● Own status
● Exit
Professional Services can configure your OpenStage (by means of the

> respective entry in the HSC database) to display also your closed service
requests (main menu entry Closed). In this setting it is also defined how many
hours the display of closed service requests shall go back.
If service details are available for a service request, the service request entry will be marked
with an asterisk '*' at the end of the line. The details of the service request - marked by
abbreviations - are output in the following sequence (also multiline outputs possible):
LOC (location)
GST (guest)
VIP (omitted if no VIP entry is available)
Office)
Sent (submission time)
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Service Tracking
Service Tracking 185:Bathrobe&Slippers

Open services...........?> Accept service..........?>
185:Bathrobe&Slippers Done set.
Set service done........?> Back....................?>
185:Bathrobe&Slippers
Reject service..........?>
Next service............?> Room No.: 185
To do:Bathrobe&Slippers.
Not lila.
Previous service........?>
Guest: Ms. Zimmermann,
185:Bathrobe&Slippers Hildegard
Display details.........?> Accepted:
185:Bathrobe&Slippers 2004.07.27 13:52
Back....................?> Back....................?>
Service Tracking Change own status In set.

Change own status.......?> In......................?> Back....................?>
Change own status
Out.....................?>
Change own status
Break...................?>
Change own status
Back....................?>
Service Tracking *215: Bring breakfast

Closed services.........?> Next service ...........?>
Room No.: 185
*215: Bring breakfast To do:Bathrobe&Slippers.
Previous service........?> Not lila.
*215: Bring breakfast Guest: Ms. Zimmermann,
Display details..........> Hildegard
*215: Bring breakfast Accepted: 2004.07.27 13:52
Back....................?> Back................... ?>
Service Tracking
Exit....................?>
Figure 5-26 OpenStage Menu Scheme (with Menu Item "Closed")
The following sections describe workflows necessary for using OpenStage.

To accept a service request with an OpenStage telephone, proceed as follows:
2. Confirm the main menu item Open services. The subsequent menu contains the following
options, which will be displayed one at a time:
● Accept service
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Service Tracking
● Set service done

● Reject service (if configured accordingly)
● Next service
● Previous service
● Display details
● Back
(Alternatively direct access in this subsequent menu is possible, if your service engineer
has configured the HSC key accordingly (see above).)
3. Use the arrow keys to go up and down in the menu. Confirm the Accept service item with
the confirmation key.
4. To return to the main menu, use the arrows keys to get to the Back item and confirm it with
the confirmation key.
5. Confirm the Accept service item with the confirmation key. Use the arrows keys to go up
and down in the menu.
6. To return to the main menu, navigate to the Back item and confirm it with the confirmation
key.
Professional Services can configure your OpenStage (by the respective entry in the
> HSC database) to allow you to reject service requests (main menu entry Reject
service).
Changing your status

To enter your presence status, proceed as follows:
2. Confirm the main menu item Your status. The subsequent menu will only show the items
to which you can change from your current presence status by activating the requested
status using the confirmation key:
● In ---> Out or Break
● Out ---> In
● Break ---> In
● Back
3. Confirm the selected status item using the confirmation key.
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Service Tracking
key.
Viewing closed services (if configured accordingly)

To view your closed service requests, proceed as follows:
2. Confirm the main menu item Closed services. The subsequent menu offers you the
following options:
● Next service
● Previous service
● Display details
● Back
3. To view the details of a service, go to the corresponding service using the arrows keys and
confirm the menu item Display details.
key.
5.3.3 Kirk
If a Kirk Wireless System is connected to the HiPath switch of your hotel, the Kirk terminal
devices used for service tracking can be used in a similar way as mobile phones. New service
requests are transmitted to you by text messages (SMS).
Use the Kirk keys to confirm entries or to go to previous or next text messages. The Kirk
terminal device offers the following keys:
Confirms the selection of the text message (SMS) or the selected menu item.
Goes to the previous text message.
Goes to the next text message.

R/MAIL Opens the list of text messages which have been transmitted to you as service
key requests.
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Service Tracking

If you receive a new service request, you will be notified of this fact by the transmission of a text
message (SMS).
To view the request, accept the SMS by means of the R/MAIL key - the service details
contained in the text message will now become visible.
The service details are displayed in the following order, identified by abbreviations:
Service request number
LOC (location)
GST (guest)
VIP (is omitted, if no VIP entry is available)
Office)
Sent (time of transmission)

To accept a service request by means of Kirk, do the following:
1. Enter the list of text messages, which contains all service requests assigned to you, by
pressing the R/MAIL key.
2. Use the arrow keys to move forward and backward within the text messages.
3. Select a request and confirm the text message assigned to it with the confirmation key.
4. By transferring the selected text message to a specific predefined virtual station you can
now set the associated service request to a specific status.
For this purpose you have to enter the Kirk functions by means of the confirmation key.
5. Press the "right-headed arrow" three times, until the text "Forward Mail?" is shown. Then
press the confirmation key.
6. Now the cursor will flash within the text message. Make sure not to change anything. This
applies in particular to the service request number at the beginning of the text!
7. 7. Confirm once again using the confirmation key. Then you are prompted to enter a
telephone number. Depending on the status which you want to assign to the selected
service request, enter one of the following extensions for forwarding the text message and
terminate your entry by pressing the confirmation key:
6001 for status Accepted,
6002 for status Rejected or
6003 for status Done.
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Service Tracking
The current status of a service request cannot be seen from the list of text
> messages. Therefore it is recommended to delete the service requests to which you
have assigned the "Done" status on your Kirk terminal device.
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Work Order Lists
6 Work Order Lists

By clicking the menu item Work Order Lists in the HSC main desktop you can initiate the
generation of reports on specific workflows and activities in your hotel.
The HSC scope of delivery includes reports regarding wakeup calls as lists. The creation and
the contents of these reports are described in detail in this chapter.
In addition, HSC also provides the option to import individually designed work order lists, if
these are required in your hotel. Such lists are defined by means of XML files and templates,
which preferably should be created by Professional Services. For details on integrating new or
changed lists in the HSC system, please refer to the Administration Manual, Chapter 9.
With the menu entry Work Order Lists reports regarding wakeup calls can be created as lists.
Figure 6-1 Work Order Lists - Entry Screen
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Work Order Lists
Parameter Selection, Report Structure
For creating the lists offered by HSC, click first on the menu item Work Order Lists in the
General menu. In the subsequent window Work Order Lists choose the requested list type in
the Type Selection window area.
Depending on the selected list type you will then see a number of entry fields for specification
of the requested list contents in the Parameter Input window area (e.g. time period, status as
filter criterion....) as well as selection options for the presentation of the list.
6.1 Parameter Selection, Report Structure

In the Parameter Input window area the following parameters have to be entered for specifying
the report.
● Filter criteria for the restriction of the data volume to be displayed in the report (e.g.
restriction to a specific status, specific department)
● Information on the time period to which the report shall refer (entry fields From, To)
● Sorting criteria (e.g. according to creating time)
● Template selection (if several report templates are available; see Section 6.1.1)
6.1.1 Provisioning of Individual Templates

The layout of each work order list (and also of each report of the Management Information
System, cp. Chapter 7) is based on a specific report template, which is created in accordance
with the rules of the software component JasperReports and is integrated in HSC.
For each report a layout (i.e. a template) is offered by the HSC system by default.
If the layout of the reports offered by HSC by default does not meet your requirements, you can
include individually established report templates in addition or instead of the "default versions"
into the HSC system and use them for generating reports.
The design and import of a report template into the HSC system - as well as the
> import of a new work order list - comprises several work steps that are described in
detail in the Administration Manual, Chapter 9. It is recommended to commission
Professional Services with the performance of these steps.
Basically, you can provide any number of report templates for any report. If more than one
report template is available in HSC, HSC will automatically display the selection field Template
in the related Parameter Input window area, where you can select the report template you
currently want to use for generating the report.
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Work Order Lists
6.1.2 Structure of a Work Order List

The work order lists defined in the Parameter Input window area - as well as the reports of the
Management Information System (cp. Chapter 7) - are displayed using a JasperReport Viewer.
A report (i.e. a work order list) consists of
● the report header and
● the table part
and, by means of the navigation bar of the JasperReports viewer, it can be stored, printed or
its size can be changed, for example.
6.1.2.1 Report Header

The parameters selected in the Parameter Input window area are displayed in the report
header.
Figure 6-2 Work Order Lists - Report Header Example
6.1.2.2 Table Part

The actual report output area always is organized as a table.
Output is performed in accordance with the selected parameters in the Parameter Input window
area.
6.1.2.3 Navigation Bar
Figure 6-3 Work Order Lists - Navigation Bar in Reports
Using the navigation bar you can perform the following actions with the displayed report:
:
Store the report in a file of selectable format (e.g. PDF, XML, …)
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Work Order Lists
Print the report on a selectable printer
Update the report presentation (not relevant at HSC and therefore not
available)
Display the first page of the report
Go to the previous page in the report
Go to the next page in the report
Go to the last page of the report
Go to the entered page xx in the report
Display report in the current size
Align report presentation to page height
Align report presentation to page width
Enhance the zoom factor of the report in steps
Minimize the zoom factor of the report in steps
Display the report in the selected zoom factor
> page and then use the buttons in the navigation bar for scrolling.
If a report encompasses several pages, you have to return to the beginning of the
Figure 6-4
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Work Order Lists
Wakeup Call Status
6.2 Wakeup Call Status

If you initiate the generation of a list concerning the wakeup call status, HSC will display the
selected wakeup calls, based on your specifications, in a list.
You can create lists with all statuses available and you can define the statistics period yourself.
In the Wakeup Call Status list the following data are output for each wakeup call in one line:
● Room
Telephone
Guest
Wakeup call time
Status
In the layout available by default in the HSC system it is defined that the wakeup calls in the list
are sorted first according to rooms, then to extensions and wakeup call times. (By providing an
individually created template you can modify the sorting; see Section 6.1.1.)
To be able to enter the parameters for the output of the wakeup call list, choose in the Type
Selection window area the list type Wakeup Call Status. The associated input fields will then be
displayed in the Parameter Input window area.
Figure 6-5 Wakeup Call List - Window Area for Parameter Entry
From, Until
Enter the relevant period for the list.
Status
Choose which type of wakeup calls are to be included in the list by selecting a wakeup call
status (for details see Section 4.1.3.1, “Wakeup Calls”). You can select here:
– All ( = all wakeup calls independent of the status)
– wakeup call statuses as described in Section 4.1.3.1, “Wakeup Calls”
– additionally some of the wakeup call statuses described in Section 4.1.3.1, “Wakeup
Calls” with the “Ack” add-on ( = acknowledged);
example: If a user, for example, deletes a defective wakeup call (with status "error") in
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Work Order Lists
Wakeup Call Status
the list of the Wakeup Calls window (see Figure 4-15), the wakeup call continues to be
saved in the database, its status turns into "error/acknowledged” and it can be output
in this list, if the adequate status is selected.
Buttons
Starts the creation of the defined service request list and displays it on the screen in the
form that you have set (above) in the Parameter Input window area:
● View - List is displayed to the right in the Report window area.
● View maximized - List fills the entire Work Order Lists window; the Type Selection and
Parameter Input window areas are covered in this process.
● View in new window - List is displayed in a newly opened Report Presentation window;
this has no effect on the contents of the Work Order Lists window as well as already
existing other Report Presentation windows.
>
In the display type View in new window several different lists can be visible on
the screen at the same time!
Resets the parameters for the selected list type to the values that existed when the window
was opened.
Hides the Type Selection and Parameter Input window areas in the Work Order Lists
window and displays the currently visible list making use of the full width of the window
(corresponds with the display type View maximized, see above).
Displays - in the maximized list presentation (View maximized) - the Type Selection and the
Parameter Input window areas in the Work Order Lists screen, thus minimizing the screen
width of the currently displayed list (corresponds with the display type View, see above).
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Work Order Lists
Wakeup Call Status
Closes the window.
Figure 6-6 Example of a List on the Wakeup Call Status (Screen Display)
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Work Order Lists
Wakeup Call Status
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Management Information System
7 Management Information System
A prerequisite for the use of the functions described in the following chapter is the
> existence of the adequate MIS licenses:
> MIS license and additionally
> Content Management license (for creation of guest satisfaction index) an/or
Service Tracking license (for all other reports).
With the Management Information System (below referred to as MIS) HSC offers a powerful
tool that provides you with useful information for decision making and planning in hotel ma-
nagement. The Management Information System primarily provides information on services
that have been requested and fulfilled in your hotel.
The creation and the contents of the numerous reports provided in the HSC scope of delivery
are described in detail in this chapter.
In addition, HSC also provides the option to import individually designed reports, if these are
required in your hotel. Such reports are defined by means of XML files and templates, which
preferably should be created by Professional Services. For details on integrating new or
changed reports in the HSC system, please refer to the Administration Manual, Chapter 9.
To make sure that the calculations required for the generation of MIS reports always are based
on a consistent database, it is not the current contents of the HSC database that is used for
these calculations but an "image" that is completely independent of the HSC database. This
MIS-specific database is generated by MIS at regular intervals: for the first time automatically
when the HSC system is started up on the server and subsequently periodically at time
intervals to be specified in HSC administration settings (see Administration Manual, Chapter 4).
By means of the most recent image the Management Information System also performs the
(sometimes time-consuming) calculations that are required for establishing the reports and
saves the result in the image; in this way the readily prepared data can be accessed when the
reports are actually made and it is therefore not necessary to perform complex calculations,
which makes MIS a lot faster.
To display a report, click on the menu item Management Information System (in the General
menu) of the HSC main desktop.
You will be automatically logged on to the Management Information System with your HSC user
name and password. The MIS welcome screen Report Overview (see Fig. 7-1) will be opened
in the web browser with all reports available in your system, from which you then can choose
the requested report.
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The texts of the MIS welcome screen Report Overview as well as all subsequent
> windows and reports will be displayed in the HSC GUI language currently set. By
customizing the HSC user settings you can change the HSC GUI language and thus
also the language of MIS windows and reports.
Figure 7-1 MIS - Report Overview Welcome Screen
The MIS welcome screenReport Overview consists of the navigation area (left) and the working
area.
Navigation area
The navigation area displays following menu items:
Report Overview
Opens the MIS welcome screen Report Overview again (see Figure 7-1).
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Help
Opens the respective page in the context-sensitive MIS help.
Logout
Logs you out from the MIS and opens the login screen (see Figure 7-2).
Figure 7-2 MIS - Login Screen
User name
Enter your HSC user name.
Password
Enter your HSC password.
Logs you in to the Management Information System and displays the MIS welcome
screen Report Overview (see Figure 7-1).
The language of the texts displayed in the MIS login screen after logout and all
> other MIS windows and reports after renewed logon depends - other than when
you enter via the General menu (see above) - exclusively on the language
settings of your Web browser.
Working area
Clicking on a report in the working area opens the corresponding parameter definition screen
for displaying one of the following reports:
You can generate following MIS reports:
● Guest Satisfaction Index (see Section 7.3)
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Parameter Selection for Report Generation
● Service History Hotel (see Section 7.4)

● Service History Person (see Section 7.5)
● The Most Frequent Service Requests (see Section 7.6)
● Service Satisfaction (see Section 7.7)
● Service Tracking Chart (see Section 7.8)
● Service Tracking Overview (see Section 7.9)
● Service Tracking Execution Timeout (see Section 7.10)
● Service Tracking Quality (see Section 7.11)
Section 7.1.provides you with information on parameter selection for a report, in Section 7.2
you will see the general report structure. The following sections (Section 7.3 to Section 7.11)
describe the options you can select to define individual reports and the reports themselves.
7.1 Parameter Selection for Report Generation

After you have chosen the requested report in the MIS welcome screen Report Overview (see
Figure 7-1), define the parameters HSC needs for generating and displaying the report in the
Parameter Selection window specific to each report.
Figure 7-3 MIS - Example of a Parameter Selection Window
These include
● Filter criteria for the restriction of the data volume to be displayed in the report (e.g.
restriction to a specific service type, a specific department)
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Parameter Selection for Report Generation
● The time interval for which the report is to be made - either start and end date (input fields
From, To with calendar function; see Section 7.1.1) or a combination of selectable Time
unit and related Time interval
For MIS-functions in which Time intervals are important it can be specified, by

> using HSC administration settings, how far into the past the intervals of days,
weeks, months or years offered in the Time interval drop-down list (depending
on the selected Time unit) shall reach (see Administration Manual, Chapter 4).
● Grouping and sorting criteria (e.g. in accordance with date, creator)

● Comment that will be displayed in the report as a centered additional text immediately
below the title of the report (see Figure 7-6).
● Template selection (if several report templates are available; see Section 7.1.2)
7.1.1 Calendar to Support the Entry of a Date

Next to the MIS data entry fields you will see a calendar icon. Clicking on this icon will open the
calendar:
Figure 7-4 MIS - Calendar for Date Selection
The function bar in the upper part of the calendar allows you to navigate, the icon functions from
the left to the right are always based on the month and year currently being displayed:
● Displays previous year
● Displays previous month
● Displays next month
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Report Structure
● Displays next year
Figure 7-5 MIS - Calendar Functions Bar
Navigate to the required year and month and click the required day in the date area displayed
below.
The selected date is displayed in the date field to the left of the calendar icon. Use this way to
define the fields From and To.
7.1.2 Provision of Individual Templates

The layout of each report (and also of each work order list, cp. Chapter 5) is based on a specific
report template, which is created in accordance with the rules of the software component
JasperReports and is integrated in HSC.
For each report at least one layout (i.e. one report template) is offered by the HSC system by
default; in case of reports including various graphical representations, the default version
consists of several different report templates from which you can choose (e.g. graphical
representation as a bar or a pie chart).
If the layout of the reports offered by HSC by default does not meet your requirements, you can
include individually established report templates in addition or instead of the "default versions"
into the HSC system and use them for generating reports.
The design and import of a report template into the HSC system - as well as the
> import of a report - comprises several work steps that are described in detail in the
Administration Manual, Chapter 9. It is recommended to commission Professional
Services with the performance of these steps.
Basically, you can provide any number of report templates for any report. If more than one
report template is available in HSC for a report, HSC will automatically display the field
Template in the related Parameter Selection window, where you can select the report template
you currently want to use for generating the report.
7.2 Report Structure

The reports defined by filling in the corresponding Parameter Selection window - as well as the
work order lists (cp. Chapter 5) - are displayed using a JasperReports viewer.
A report consists of
● the report header and
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Report Structure
● the table and chart area

and, by means of the navigation bar of the JasperReports viewer, it can be stored, printed or
its size can be changed, for example.
7.2.1 Report Header

The parameters selected in the Parameter Selection window are displayed in the report header
below the report title.
Figure 7-6 MIS - Report Header Example (incl. Report Title and Comment)
7.2.2 Table and Chart Area

The actual report can either take the form of a list or table but also of charts. In most cases a
chart presentation is combined with a presentation as a table.
The output will be according to the selected parameters of the respective Parameter Selection
windows.
Figure 7-7 shows an example of the Service Tracking Chart report.
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Report Structure
Figure 7-7 MIS - Example of a Report
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Report Structure
7.2.3 Navigation Bar
Figure 7-8 MIS - Navigation Bar in Reports
Using the navigation bar you can perform the following actions with the displayed report:
:
Store the report in a file of selectable format (e.g. PDF, XML, …)
Print the report on a selectable printer
Update the report presentation (not relevant at HSC and therefore not
available)
Display the first page of the report
Go to the previous page in the report
Go to the next page in the report
Go to the last page of the report
Go to the entered page xx in the report
Display report in the current size
Align report presentation to page height
Align report presentation to page width
Enhance the zoom factor of the report in steps
Minimize the zoom factor of the report in steps
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Guest Satisfaction Index
Display the report in the selected zoom factor
>
If a report encompasses several pages, you have to return to the beginning of the
page and then use the buttons in the navigation bar for scrolling.
7.3 Guest Satisfaction Index

The Guest Satisfaction Index displays the guest surveys results. Guests can describe their sa-
tisfaction using five levels (0 = completely dissatisfied, 0.25, 0.5, 0.75, 1 = completely satisfied).
If there is no satisfaction level specified, HSC assumes the value to be 0.
The report shows the Guest Satisfaction Index using values 0 - 1 (or 0 - 100%) for a selected
time unit (day, month...) as chart (area, bar or line chart) and in form of a table.
To display this report, click Guest Satisfaction Index in the MIS welcome screen Report Over-
view. You can also click the Show Report item in the Guest Satisfaction Index area.
In both cases a screen for selection of the parameters for the report to be displayed will be ope-
ned in the web browser.
Figure 7-9 MIS - Parameter Selection for Guest Satisfaction Index
From, Until
Define the time interval relevant for the report.
For the description of how to select a date by means of calendar icons see Section 7.1.1.
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Time unit
Select the time unit for which a value shall be calculated in the defined time interval (From,
To) of the chart.
If you select for example in the time interval 01.06.06 - 30.06.06 the time unit Day, the
report chart will show (according to the report template selected) an area/bar/section with
data for every day of the defined time interval.
Comment
If in the report a centered individual additional text shall be displayed below the report title,
please enter this text in the comment field.
Template
Select a template for the report. By default HSC provides three report templates.
● Area - Presentation of the report as area chart
● Bar - Presentation of the report as bar chart
● Line - Presentation of the report as line chart
Starts the creation of the defined report, which will be displayed afterwards.
Resets all entries in the screen to the initial values or the values of the last successful re-
port generation.
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Figure 7-10 MIS - Guest Satisfaction Index Report (Area Chart)
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Figure 7-11 MIS - Guest Satisfaction Index Report (Bar Chart)
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Figure 7-12 MIS - Guest Satisfaction Index Report (Line Chart)
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Service History Hotel
7.4 Service History Hotel

This report displays a list of all service requests in the defined time interval that correspond with
the „hotel specific“ filter criteria you have defined, structured in groups.
The following details are displayed in the list (combined in lines, see Figure 7-14):
● Location
Service Code
Service Text
Status
Satisfaction Level
● Creator
Service Attendant (or category in charge - in brackets - in case of service request to a
category)
Department
Category
● Creating Time
Submit Time (no entry for service requests that have not been in the status
"Submitted", cp. Section 5.1.1.6)
End Time (no entry for service requests that have not reached the status "Done" or
"Failed" so far)
Duration (calculated using Submit Time and End Time; no entry for service requests
that have not been in the status "Submitted" (cp. Section 5.1.1.6) and in the status
"Done"/"Failed")
Request No.
● Details
Solution
(Output of the line is suppressed, if neither for Details nor for Solution a value exists)
To display this report, click on Service History Hotel in the MIS welcome screen Report Over-
view. You can also display this report by clicking the Show Report item in the Service History
Hotel area.
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Figure 7-13 MIS - Parameter Selection for Service History Hotel
Service type
Select the type of services to be included in the report. The following options are available:
● All - The report includes all service types defined in your HSC system (e.g. negative
service requests, positive service requests, comments, complaints).
● <Any service type> - The report includes only service requests of the selected service
type.
Service code
Select All or the code of services to be included in the report.
Department
Select All or the department whose services should be considered in the report.
Category
Select All or the category whose services should be considered in the report.
Creator
Select All or the hotel employee whose services should be considered in the report.
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From, Until
Satisfaction from
Select the lowest/highest degree of service satisfaction that is to be considered in the
report (i.e. the "lowest"/"highest" service satisfaction level)
Satisfaction until
Select the highest/lowest degree of service satisfaction that is to be considered in the
report (i.e. the "highest"/"lowest" service satisfaction level).
In the drop-down lists Satisfaction from/to you can choose between all service
> satisfaction levels that have been defined in the configuration of Service
Tracking by your administrator (see Administration Manual, Chapter 5).
The individual values are sorted in the drop-down lists according to increasing
satisfaction, however it does not matter in which of the two drop-down lists you
choose the upper limit and in which you choose the lower limit of the service
satisfaction levels to be considered.
If you choose All in at least on of the drop-down lists then all service satisfaction
levels defined in the system will be considered in the report.
Group by
Select a criterion according to which the service requests (or their individual items in
periodic service requests where a new item is generated for each day for the same service
request) are combined to groups. The drop-down list provides the following items:
● Date - The items are grouped according to the date of the day of creation (i.e. the day
on which the service request has been stored for the first time).
● Service type - The items are grouped in accordance with the service type to which the
request has been assigned.
● Creator - The items are grouped alphabetically according to the name of the request
creator.
● Service attendant - The items are grouped alphabetically according to the name of the
service attendant whom the service request has been assigned to (or to the category
in charge - in brackets - in case of service requests to a category).
● Category - The items are grouped alphabetically according to the name of the
category to which the service request has been assigned.
● Status - The items are grouped according to their status in the following succession:
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1. Prepared
2. Created
3. Submitted
4. Accepted
5. Rejected
6. Done
7. Failed
Service requests of the status Deleted can only be displayed in the Service Tracking
Quality report (see Section 7.11)!
The service requests of a group are listed in the report after a page break and with an
individual group heading (on each page). Within the group sorting is possible in
accordance with a selectable criterion (see below).
Sort by
Select a criterion according to which the service requests (or their individual items in peri-
odic service requests where a new item is generated for each day for the same service re-
quest) are sorted within the individual groups (see above). The drop-down list provides
the following items:
● Date - The items are sorted according to the time of creation (i.e. the time when the
service request has been stored for the first time).
● Service attendant - The items are sorted alphabetically according to the name of the
in charge - in brackets - in case of service requests to a category).
● Duration - The items are sorted according to the duration of the service request
(calculated from the submit time and the end time).
Service requests that have not been in the status "Submitted" (cp. Section 5.1.1.6)
and in the status "Done"/"Failed" and for which therefore no duration can be calculated
are listed at the beginning.
● Status - The items are sorted according to their status in the following succession:
1. Prepared
2. Created
3. Submitted
4. Accepted
5. Rejected
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6. Done
7. Failed
Service requests of the status "Deleted" can only be displayed in the Service Tracking
> both grouping and sorting.

It does not make sense to select Service attendant or Status as a criterion for
Comment
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Figure 7-14 MIS - Service History Hotel Report
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Service History Person
7.5 Service History Person

This report displays a list of all service requests in the defined time interval that correspond with
the „person specific“ filter criteria you have defined, structured in groups.
The following details are displayed in the list (combined in lines, see Figure 7-16):
● Location
Service Code
Service Text
Category
Initiator
● Creating Time
Status
Creator
Service Attendant (or category in charge - in brackets - in case of service request to a
category)
Request No.
● Details
Solution
(Output of the line is suppressed, if neither for Details nor for Solution a value exists)
To display this report, click on Service History Person in the MIS welcome screen Report Over-
view. You can also display this report by clicking the Show Report item in the Service History
Person area.
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Figure 7-15 MIS - Parameter Selection for Service History Person
Service type
type.
Initiator
Select the database to which the persons belong who have prompted the requests that
shall be included in the report (All, Guest, Staff).
Initiator name
Enter the name of the initiator of service requests, as applicable.
Creator
Select All or the hotel employee whose services should be considered in the report.
Location
Select which rooms (i.e. which locations) are to be considered in the report.
From, Until
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Status
Select All or the status of services to be included in the report (All, Prepared, Created, Sub-
mitted, Accepted, Rejected, Done, Failed, Complaint, Comment). For a detailed explanati-
on of service request statuses see Section 5.1.2.1.
Group by
Select a criterion according to which the service requests (or their individual items in
periodic service requests where a new item is generated for each day for the same service
request) are combined to groups. The drop-down list provides the following items:
● Date - The items are grouped according to the date of the day of creation (i.e. the day
on which the service request has been stored for the first time).
● Creator - The items are grouped alphabetically according to the name of the request
creator.
● Initiator - The items are grouped alphabetically according to the name of the initiator
who has prompted the request.
● Service attendant - The items are grouped alphabetically according to the name of the
in charge - in brackets - in case of service requests toa category).
● Category - The items are grouped alphabetically according to the name of the
category to which the service request has been assigned.
● Status - The items are grouped according to their status in the following succession:
1. Prepared
2. Created
3. Submitted
4. Accepted
5. Rejected
6. Done
7. Failed
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The service requests of a group are listed in the report after a page break and with an individual
group heading (on each page). Within the group sorting is possible in accordance with a
selectable criterion (see below).
Sort by
Select a criterion according to which the service requests (or their individual items in peri-
odic service requests where a new item is generated for each day for the same service re-
quest) are sorted within the individual groups (see above). The drop-down list provides
the following items:
● Initiator - The items are sorted alphabetically according to the name of the initiator who
has prompted the request.
● Status - The items are sorted according to their status in the following succession:
1. Prepared
2. Created
3. Submitted
4. Accepted
5. Rejected
6. Done
7. Failed
● Date - The items are sorted according to the time of creation (i.e. the time when the
service request has been stored for the first time).
> grouping and sorting.

It does not make sense to select Initiator or Status as a criterion for both
Comment
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Figure 7-16 MIS - Service History Person Report
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The Most Frequent Service Requests
7.6 The Most Frequent Service Requests

This report displays those services that have been requested most frequently during a defined
time interval. In a field you can decide whether you want to see the 10, 25 or 50 most frequent
service requests.
To display this report, click on The Most Frequent Service Requests in the MIS welcome screen
Report Overview. You can also display this report by clicking the Show Report item in the The
Most Frequent Service Requests area.
Figure 7-17 MIS - Parameter Selection for the Most Frequent Service Requests
Service type
type.
Department
Initiator
Number of service requests
Select whether your want to view the 10, 25 or 50 most frequent service requests.
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Time unit
Select the unit for time intervals offered in the next drop-down list box. There are the
following options:
● Day - The drop-down list Time Interval offers time intervals in days.
● Week - The drop-down list Time Interval offers time intervals in weeks.
● Month -The drop-down list Time Interval offers time intervals in months.
● Year - The drop-down list Time Interval offers time intervals in years.
Time interval
Select one of the offered time intervals, according to the selected time unit.
Comment
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Figure 7-18 MIS - "The Most Frequent Services" Report
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Service Satisfaction
7.7 Service Satisfaction

This report provides information on the satisfaction of your guests with the execution of service
requests. You can restrict this report to specific service satisfaction levels (state the respective
area).
To display this report, click on Service Satisfaction in the MIS welcome screen Report Over-
view. You can also display this report by clicking the Show Report item in the Service Satisfac-
tion area.
Figure 7-19 MIS - Parameter Selection for Service Satisfaction
From, Until
Satisfaction from
Select the lowest/highest degree of service satisfaction that is to be considered in the
report (i.e. the "lowest"/"highest" service satisfaction level)
Satisfaction until
Select the highest/lowest degree of service satisfaction that is to be considered in the
report (i.e. the "highest"/"lowest" service satisfaction level).
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In the drop-down lists Satisfaction from/to you can choose between all service
> satisfaction levels that have been defined in the configuration of Service
Tracking by your administrator (see Administration Manual, Chapter 5).
The individual values are sorted in the drop-down lists according to increasing
satisfaction, however it does not matter in which of the two drop-down lists you
choose the upper limit and in which you choose the lower limit of the service
satisfaction levels to be considered.
If you choose All in at least on of the drop-down lists then all service satisfaction
levels defined in the system will be considered in the report.
Time unit
Select the steps that you want to use for a defined time interval (From, To) in the chart.
If you select for example in the time interval 1.6.2006 - 30.6.2006 the time unit Day, a bar
will be displayed in the chart with information for every day of the defined time interval.
Comment
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Figure 7-20 MIS - Service Satisfaction Report
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Service Tracking Charts
7.8 Service Tracking Charts

This report shows the service requests of the defined type in the selected department, structu-
red according to their service codes, in graphical form (bar or circle chart) and as a table.
To display this report, click on Service Tracking Charts in the MIS welcome screen Report Over-
view. You can also display this report by clicking the Show Report item in the Service Tracking
Charts area.
Figure 7-21 MIS - Parameter Selection for Service Tracking Chart
Service type
type.
Department
Time unit
Select the unit for time intervals offered in the next drop-down list box. There are the
following options:
● Day - The drop-down list Time Interval offers time intervals in days.
● Week - The drop-down list Time Interval offers time intervals in weeks.
● Month -The drop-down list Time Interval offers time intervals in months.
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● Year - The drop-down list Time Interval offers time intervals in years.
Time Interval
Select one of the offered time intervals, according to the selected time unit.
Comment
Template
Select a layout for the report. HSC offers two report templates by default:
● Bar - Presentation of the report as bar chart
● Circle - Presentation of the report as pie chart
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Figure 7-22 MIS - Service Tracking Chart Report (Bar)
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Figure 7-23 MIS - Service Tracking Chart Report (Circle)
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Service Tracking Overview
7.9 Service Tracking Overview

This report provides an overview of service requests of the individual departments in the
months of the defined year as tables and is structured as follows:
● For each department the number of existing different service requests in the individual
months of the defined year is presented in 12 columns of a table.
● In the last line of the table the sum of these requests is represented for each department
for the entire year.
To display this report, click on Service Tracking Overview in the MIS welcome screen Report
Overview. You can also display this report by clicking the Show Report item in the Service Tra-
cking Overview area.
Figure 7-24 MIS - Parameter Selection for Service Tracking Overview
Year
Select the year for which you want to show te report..
Comment
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Service Tracking Overview
Figure 7-25 MIS - Service Tracking Overview Report
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Service Tracking Execution Timeout
7.10 Service Tracking Execution Timeout

This report shows the number of service requests of the defined type in the selected depart-
ment that have not been done in the „execution time“ configured (= acceptance time + proces-
sing time; see Administration Manual, Chapter 5).
Whenever the difference between submit time and finish time (in case of completed
> requests) or between submit time and current time (in case of non-completed
requests) is greater than the sum of service request acceptance time and service
request processing time, an execution timeout will occur.
Service requests, for which no submit time exists as they have never been in the
status "Submitted" (cp. Section 5.1.1.6), will of course never be included in such
reports!
Figure 7-26 Time Periods in a Service Request Transaction
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To display this report, click on Service Tracking Execution Timeout in the MIS welcome screen
Report Overview. You can also display this report by clicking the Show Report item in the Ser-
vice Tracking Execution Timeout area.
Figure 7-27 MIS - Parameter Selection for Service Tracking Execution Timeout
Service type
type.
Department
Choose the department whose service requests are to be included in the report:
● All - All departments that have failed to perform certain service requests in time are
displayed as components of the chart. The data of individual categories is summed up.
● <Any department> - All categories that have failed to perform certain service requests
in time are displayed as components of the chart that only displays the selected
department.
Initiator
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From, To
Comment
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Figure 7-28 MIS - Service Tracking Execution Timeout Report
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Service Tracking Quality
7.11 Service Tracking Quality

This report supports you in the evaluation of the service request quality. HSC offers two temp-
lates by default which you can use for clearly displaying various data in terms of the quality of
the services in your hotel.
> HSC system!

This report is the only one that considers service requests already deleted in the
To display this report, click on Service Tracking Quality in the MIS welcome screen Report
Overview. You can also display this report by clicking the Show Report item in the Service Tra-
cking Quality area.
Figure 7-29 MIS - Parameter Selection for Service Tracking Quality
From, Until
Time unit
Select the time unit for which a value shall be calculated in the defined time interval (From,
To) of the chart.
If you select for example in the time interval 01.06.06 - 30.06.06 the time unit Day, the
report chart will show (according to the report template selected) a bar with data for every
day of the time interval.
Comment
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Template
Select a layout for the report. HSC offers two report templates by default:
● Overview - Presentation of the status and the execution timeout of service requests as
bar charts:
– The 1st chart represents the number of open, closed and deleted service
requests for each time unit.
– The 2nd chart shows the service requests for each time unit that have been
finished within the execution time configured (= acceptance time + processing
time; see Administration Manual, Chapter 5), as compared to those finished
outside the execution time originally configured for this purpose.
● Service types - Presentation as bar chart how all existing service requests (deleted
service requests are not included) for each time unit are distributed among the service
types defined in the system (see Administration Manual, Chapter 5)
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Figure 7-30 MIS - Service Tracking Quality Report (Overview)
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Figure 7-31 MIS - Service Tracking Quality Report (Service Types)
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HSC Telephone Interfaces
Telephone Interface for Analog Telephones without Internal Advanced Messaging System
8 HSC Telephone Interfaces
8.1 Telephone Interface for Analog Telephones without Internal

Advanced Messaging System
By means of the HSC telephone interface
● the guests of your hotel can set and delete wakeup calls via an analog telephone
● the service attendants of your hotel can access various service functions of HSC via an
analog telephone (changing of the room status, processing of minibar consumption)
> The telephone interface for analog telephones is available for all PBX types.
If you want to use one of the functions of the telephone interface, you have to know
> the feature access data that the service engineer has set at your switch and/or
during HSC installation (see Service Manual).
To activate a function of the telephone interface please enter a specific character string using
the keypad of your analog phone.
HiPath 3000 <Data I/O service code> <Application ID> <Feature access number>
<Data*> [<Data*>]
HiPath 4000 <Digit analysis result for DIGIDAT> <Application ID>
<Feature access number> <Data*> [<Data*>]
Data I/O service code for HiPath 3000 V6 or newer and Telephone Data Service (TDS) for
OpenScape Business
Four-digit service code at HiPath 3000;
obligatory default value: *494
Three-digit service code at OpenScape Business;
obligatory default value: *42
Digit analysis result for DIGIDAT (HiPath 4000)
DIGIDAT setting (two to three digits) at HiPath 4000
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Application ID
Application identification (three digits for HiPath 3000/4000 and one digit for OpenScape
Business) set in HSC;
HSC default value for HiPath 3000/4000: 900
HSC default value for HiPath 3000 V5 and OpenScape Business: 1
Feature access number

Feature access number for activating the requested function:
"1": Agreement of a wakeup call or canceling of all wakeup calls (see Section 8.1.1)
"2": Changing of the room status (see Section 8.1.2.1)
"3": Entering of minibar consumption (see Section 8.1.2.2)
Data
Data for the requested function; please use "*" for completing the entry on HiPath 3000,
HiPath 4000 and OpenScape 4000; please use "#" for completing the entry on OpenScape
Business:
Time indication for wakeup call,
Room status and/or article number(s) for service functions
This character string is transmitted to the HSC system without confirmation or error message.
If the transported data are not plausible, the function will not be executed (no warning
message!).
8.1.1 Telephone Entry for Wakeup Call

Guests can access the telephone dialog for wakeup calls via the feature access number "1".
After entry of the digit analysis result for DIGIDAT, the application ID (see above) and the feature
access number
> enter the requested wakeup time using four digits "hhmm" (in 24 hours' presentation)
> and complete the character string with "*" on HiPath 3000, HiPath 4000 and OpenScape
4000; please use "#" for completing the entry on OpenScape Business.
Please see the following notes for entry:

● Each correct entry on the telephone has to be completed with "*" on HiPath 3000, HiPath
4000 and OpenScape 4000; please use "#" for completing the entry on OpenScape
Business.
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● When the wakeup time is entered, it is not possible to enter a date. The wakeup call will
always be executed at the "next time possible".
Example: The wakeup time "0800" entered at 5:00 am will be executed on the same day
at 8:00 am. The wakeup time "0800" entered at 2:00 pm will be executed on the next day
at 8:00 am.
● The setting of a wakeup call within the next 10 minutes is ignored without further warning
message!
● After entry of a valid (e.g. formally correct) wakeup time, all wakeup times previously
entered will be deleted. This means that you can only define one wakeup time within the
next 24 hours!
If an invalid wakeup time is entered, this entry will be ignored and therefore has no impact
on wakeup times entered earlier.
● You can explicitly cancel all previously entered wakeup times by entering "8888".
8.1.2 Service Functions of the Telephone Interface

Service attendants can access the telephone dialog for service functions via the feature access
numbers "2" (changing of the room status) and "3" (entering of minibar consumption).
> service functions via the telephone dialog.

It is not possible to check whether the telephone user is authorized to execute
8.1.2.1 Changing of the Room Status

access number "2"
> when runner ID required is enabled, first enter runner ID code and complete with "*" or by
"#" (depends on PBX type and configuration).
> the requested new room status must be entered using one digit and
> the character string has to be terminated with "*" for HiPath 3000/HiPath 4000 and with “#”
for OpenScape Business.
The room whose status is to be changed is automatically identified when an entry is made over
the telephone due to the assignment extension where the entry is made <---> room number;
therefore the extension used for entering the data has to be in the respective room.
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Business.
● As new room status one of the digits "0" to "9" may be entered - however always dependent
on which room statuses have been activated in HSC administration (see Administration
Manual, Chapter 8).
Examples: "7" for "out of service", "8" for "cleaned", "9" for "uncleaned".
8.1.2.2 Entering of Minibar Consumption

access number "3"
> when runner ID required is enabled, first enter runner ID code and complete with "*" or by
"#" (depends on PBX type and configuration).
> one or several product numbers of variable length have to be entered,
> where every two product numbers have to be separated by "*" or by "#" (depends on PBX
type and configuration).
The room whose minibar consumption is to be entered via the phone is identified automatically
during the telephone dialog from the assignment extension of the telephone dialog < --- > room
number; therefore the extension used for entering the data has to be in the respective room.

Business.
● HSC does not check the product numbers entered for plausibility but they are directly
transferred to the connected external PMS. On the part of HSC there are no lengths
restrictions or other rules for product numbers.
● Each product number entered is always linked with quantity number 1 and transferred to
the PMS. If several (for example, five) products of the same type have been consumed from
the minibar, the (identical) product number has to be entered on the phone, for example,
five times - always separated by "*" on HiPath 3000, HiPath 4000 and OpenScape 4000;
please use "#" for separating the entry on OpenScape Business.
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Telephone Interface when Using Internal Advanced Messaging System
8.2 Telephone Interface when Using Internal Advanced Messaging

System
If Internal Advanced Messaging Systen is activated into your HSC system
● the guests of your hotel can use the Phone Mail System and set wakeup calls via the
telephone (any type of device)
● the service attendants of your hotel can use the Phone Mail System and access various
service functions of HSC via the telephone (any type of device)
> PBX types.

The telephone interface of Internal Advanced Messaging Systemis available for all
There are voice-supported announcements for user guidance (at present English or German,
depending on the system configuration) for all functions of the telephone interface of Internal
Advanced Messaging System.
8.2.1 Service Functions of the Telephone Interface

The telephone dialog for service functions for service attendants can be accessed by default
via the wakeup call button.
Only those members of the hotel staff are authorized to execute service functions by
> means of the telephone dialog who in the HSC administration have been defined as
service attendants and to whom also a identification code has been assigned (see
Administration Manual).
Below flowcharts show how service attendants can use the following HSC-specific service
functions after entering the respective "menu numbers" via the telephone.
"1": Change of room status
"2": Entering of minibar consumption
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Figure 8-1 Service Access of the Telephone Interface, Flowchart
Please note:
● At the beginning of each telephone dialog the identification code has to be entered. If three
wrong entries are made, HSC Connect will cancel the dialog.
● At the end of the telephone dialog the executed activity is confirmed by the respective
announcement or an error note is announced.
8.2.1.1 Changing of the Room Status

The room whose status is to be changed is identified automatically during the telephone dialog
from the assignment extension of the telephone dialog < --- > room number.
As a new room status one of the digits "0" - "9" can be entered.
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Figure 8-2 Change of Room Status, Flowchart
8.2.1.2 Entering of Minibar Consumption

The room whose minibar consumption is to be entered via the phone is identified automatically
during the telephone dialog from the assignment extension of the telephone dialog < --- > room
number.
After identification of the room, HSC Connect expects the input of a product number, followed
by the amount of the items consumed. After entry of product number and amount of items
consumed, the system repeats your entries and requests a confirmation with "1" for
continuation of processing or "#" for termination of processing.
>
HSC Connect does not check the product numbers entered for plausibility but
forwards them directly to the connected PMS System.
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Entering of Minibar Consumption, Flowchart
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Nur für den internen Gebrauch 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 is a cell relay network protocol which encodes
data traffic into small fixed sized (53 byte) cells instead of variable sized pack-
ets as in packet-switched networks (such as the Internet Protocol or Ether-
net).(www.wikipedia.com)
CAP Common Application Platform
CCC Call Control Comments/Commands
CDR Charge Data Record
CLA Customer License Agent
CLM Customer License Management
CMI Cordless Multicell Integration (CMI card = dedicated interface card)
(www.wikipedia.com)
CR Change Request
CSTA Computer Supported Telecommunications Application
CTI Computer Telephony Integration
DND Do Not Disturb
DST Display Service Tracking
DTB Display Telephone Book
DUBAI Dedicated Universal Business Application Interface
FWD Forward
GUI Graphical User Interface
HAC Hotel Attendant Console
HSC Hospitality Service Center
HLM HiPath License Management
IVR Interactive Voice Response Unit
JRE Java Runtime Environment
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List of Abbreviations Nur für den internen Gebrauch
Abbreviation Definition
MIS Management Information System
MSG Message
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
RAM Random Access Memory
RCG Route Control Group
SCC Service Control Center
SOAP Simple Object Access Protocol
SP Service Provider
UM Unified Messaging
VMS Voice Mail Server
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Nur für den internen Gebrauch Index
Index Z
A list of call-relevant service requests 5-17

About information 3-2 Call Control Center
Activation call intrusion 4-14
telephone interface 8-1 call queue area 4-3
Advanced search, service request 5-5 incoming calls list 4-33
Answer 4-10 outgoing calls list 4-33
override of DND mode 4-14
B own calls area 4-8
Basic functions of HSC Front Office 3-1 search area 4-13
Break, Tablet 5-34 search function 4-12
Button bar search results list 4-13
for call queue 4-6 without "Call Queue" 4-2
for own calls 4-10 Call features 4-5
for search results list 4-19 Call intrusion 4-14
for search, connect, hand over 4-12 Call queue 4-3
for Service Control 5-21 button bar 4-6
for service request 5-13 calls list 4-4
for work order lists 6-6 colors 4-4
Buttons common 4-1
answer 4-10 filtering 4-3
connect 4-13 notes for working 4-7
copy service request 5-22 phone status 4-4
disconnect 4-11 signaling via PC speaker 4-7
edit service request 5-21 status display 4-2
hand over a call 4-13 Calls list
muting 4-11 call queue 4-4
new service request 4-12 own calls 4-9
park call 4-10 Category
print service request 5-13, 5-22 service request 5-8
remind service request 5-13 Change
retrieve 4-10 GUI language 3-4
save and submit service request 5-13 password 3-4
save service request 5-13 user settings 3-3
search 4-12 CMI
take call 4-6, 4-10 accepting a new request 5-37
take call with feature 4-6 accepting a service request 5-39
toggle 4-10 changing your status 5-40
displaying closed service requests 5-40
C
Call Control
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Index Nur für den internen Gebrauch
keys 5-37 removing tabs 4-37

main menu 5-38 renaming tabs 4-38
menu structure 5-36 Disconnect 4-11
shortcuts 5-37 DND (see Do Not Disturb) 4-15
status icons 5-37 Do Not Disturb 4-15
Code on/off 4-19
service request 5-7 settings 4-22
Colors time period 4-21
for own calls 4-9 with schedule 4-21
for Service Control 5-21 Drop-down list box 2-1
in call queue 4-4
Combo box 2-1 E
Comment for service request 5-7 Edit
Complaint service request 5-21
service request 5-7 Exit 3-1
Connect 4-13
Copy F
service request 5-22 Feature access number
Cordless phone (see CMI) 5-37 telephone interface 8-2
Counter Feedback
service control 5-21 service request 5-10
Customize Filter
GUI language 3-4 Service Control 5-15
user settings 3-3 Filtering
call queue 4-3
D Forward
Date-picker 2-2 on/off 4-27
DECT cordless phone (see CMI) 5-37 FWD status 4-17
Department
service request 5-8 G
Desktop areas GUI language
navigation area 2-7 change 3-4
working area 2-8
H
Details, service request 5-7, 5-38, 5-42
Hand over a call 4-13
Tablet 5-27
Help 3-3, 3-6
Direct access to open service requests
HSC main desktop 2-6
OpenStage 5-40, 5-44
Direct Call Buttons 4-34 I
adding buttons 4-35
Icons
creating new tabs 4-36
calendar 2-2, 7-5
display button labels 4-35 do not disturb 4-16
editing buttons 4-38
for call features 4-5
hand over if possible 4-35
for phone status 4-15
removing buttons 4-38 lock status 4-16
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messages 4-18 Management Information System, MIS 7-1

wakeup calls 4-17 Menus
Incoming calls list 4-33 CMI 5-36
Initiator General 3-1, 6-2
service request 5-4, 5-20 Help 3-2
OpenStage 5-36
J Window 3-2
JasperReports viewer 7-6 Message window 3-5
Messages 3-1, 4-18
K Minibar consumption
Keys telephone dialog 8-3, 8-7
CMI 5-37 MIS
OpenStage 5-41 calendar 7-5
Kirk guest satisfaction index 7-10
R/MAIL-Taste 5-45 login 7-3
login screen 7-3
L
logout 7-3
Language
navigation area 7-2
change 3-4
online help 7-3
License variants 2-8
parameter selection 7-4
List of call-relevant service requests 5-17
print 7-9
Location
report overview 7-2
service request 5-7
service history hotel 7-15
Lock 4-16
service history person 7-21
on/off 4-23
Service Tracking
select lock level 4-23
charts 7-33
settings 4-26
execution timeout 7-39
time period 4-25
overview 7-37
with schedule 4-25
quality 7-43
Lock level 4-23
template provisioning 7-6
Login
the most frequent service requests 7-27
Front Office 2-5
welcome screen 7-2
MIS 7-3
working area 7-3
Tablet 5-23
MIS, Management Information System 7-1
Login screen
MS Windows elements 2-1
MIS 7-3
combo box 2-1
Logout
date-picker 2-2
Front Office 3-1
drop-down list box 2-1
MIS 7-3
table 2-2
Tablet 5-35
MSG (see Messages) 4-18
M Muting 4-11
Main menu N
CMI 5-38
Navigation area 2-7
OpenStage 5-42
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New service request 4-12, 5-2 work order list 6-4

time to send 5-10
Notification with ringing R
service request 5-12 Remind
service request 5-13
O Repeat
Online help 3-3, 3-6 service request 5-11
MIS 7-3 Report
OpenStage guest satisfaction index 7-10
accepting a new request 5-41 header 7-7
accepting a service request 5-43 navigation bar 6-3, 7-9
changing your status 5-44 output area 6-3
direct access to open service requests 5- service history hotel 7-15
40, 5-44 service history person 7-21
HSC key 5-41 Service Tracking
keys 5-41 charts 7-33
LED 5-41 execution timeout 7-39
main menu 5-42 overview 7-37
menu structure 5-36 quality 7-43
status icons 5-37 structure 7-6
viewing closed services 5-45 the most frequent service requests 7-27
Outgoing calls list 4-33 wakeup call status 6-5
Override of DND mode 4-14 Report overview 7-2
Own calls 4-8 Request a new service
button bar 4-10 Tablet 5-28
calls list 4-9 Retrieve 4-10
colors 4-9 Room status changing
telephone dialog 8-3
P
Park call 4-10 S
Parking queue 4-1 Satisfaction level
Password 2-6 service request 5-10
change 3-4 Save
MIS 7-3 service request 5-13
rules for strong passwords 3-4 Save & submit
Phone status 4-4, 4-15 service request 5-13
do not disturb 4-15 Search
FWD 4-17 Call Control Center 4-12
lock 4-16 jump function 2-1
messages 4-18 Service Control 5-16
wakeup calls 4-17 service request 5-5
Print Search result list 5-16
MIS report 7-9 Search results list 4-13
service request 5-13, 5-22 button bar 4-19
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Service save only 5-13

advanced information 5-9 Service request filtering list 5-15
category 5-8 Service Tracking 5-1
code 5-7 CMI 5-37
comment 5-7 new service request 5-2
complaint 5-7 OpenStage 5-41
create a new request 5-2 report charts 7-33
define time to send 5-10 report execution timeout 7-39
department 5-8 report overview 7-37
details 5-7 report quality 7-43
details (Tablet) 5-27 Service Control 5-15
feedback 5-10 Tablet 5-23
initiator 5-4, 5-20 Settings
location 5-7 Do Not Disturb 4-22
request lock 4-26
number 5-12 Shortcuts 2-3
repeat 5-11 CMI 5-36, 5-37
status 5-12, 5-19 OpenStage 5-41
satisfaction level 5-10 Show other services (Tablet) 5-32
search 5-5 Show own services (Tablet) 5-26
solution 5-10 Solution
text 5-7 service request 5-10
transmission route 5-9 Status
type 5-7 call queue 4-2
Service attendant 5-8, 5-20 phone 4-15
Service Control 5-15 service request 5-12, 5-19
colors 5-21 wakeup calls 4-30
filter 5-15 Status icons
search 5-16 CMI 5-37
search result list 5-16 OpenStage 5-37
service request filtering list 5-15
Service control T
counter 5-21 Table 2-2
Service functions Tablet
telephone dialog 8-3, 8-5 break 5-34
Service request login 5-23
basic information 5-6 logout 5-35
copy 5-22 request a new service 5-28
details 5-38, 5-42 show other services 5-32
edit 5-21 show own services 5-26
notification with ringing 5-12 status icons 5-28
print 5-13, 5-22 Take call 4-6, 4-10
remind 5-13 Take call with feature 4-6
save and submit 5-13 Target group
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for User Guide 1-1 V

Telephone dialog Voicemail message 4-18
changing of room status 8-3
minibar consumption 8-3 W
service functions 8-3 Wakeup call 4-17
wakeup call 8-2 set 4-29
Telephone interface status
activation 8-1 example 6-7
changing of room status 8-3 table 4-30
feature access number 8-2 telephone dialog 8-2
for analog telephones 8-1 Wakeup call status 6-5
minibar consumption 8-3, 8-7 Wakeup calls
service functions 8-3, 8-5 table 4-30
wakeup call 8-2 Work order lists 6-1
Template provisioning buttons 6-6
MIS 7-6 entry screen 6-1
work order lists 6-2 navigation bar 6-3
Text output area 6-3
service request 5-7 parameter input 6-2, 6-5
Text message 4-18 print 6-4
create/read 4-31 structure 6-3
table 4-32 template provisioning 6-2
Time period wakeup call status 6-5
Do Not Disturb 4-21 example 6-7
lock 4-25 Working area 2-8
Time to send
new service request 5-10
Toggle 4-10
Tooltips 2-3
Transmission route
CMI 5-35
Kirk 5-35
OpenStage 5-35
service request 5-9
Tablet 5-23
U
User Guide
notational conventions 1-2
structure 1-2
target group 1-1
User profile 3-1
User settings 3-1, 3-3
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PSE

Hospitality Service Center

Copyright © PSE d.o.o., 12/2015

Reference No.: PSE-

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

 PSE d.o.o. 2015

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

Content Nur für den internen Gebrauch

5.1.2 Service Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

8.1.1 Telephone Entry for Wakeup Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Content Nur für den internen Gebrauch

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

List of Figures Nur für den internen Gebrauch

Figure 7-14 MIS - Service History Hotel Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-20

List of Figures Nur für den internen Gebrauch

1.1 Target Group

1.2 Structure of the Manual

1.3 Notational Conventions

> Indicates notes.

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 Starting HSC

Figure 2-5 HSC Homepage

Figure 2-6 Login Window

Closes the window without saving changes.

2.4 HSC Main Desktop

Figure 2-7 HSC Main Desktop

Figure 2-8 HSC Menu Bar (with Displayed Menu)

> explaining the icon’s meaning is displayed.

2.5 License Variants

3 HSC Front Office Basic Functions

Figure 3-1 Menu Items in "General"

HSC Front Office Basic Functions

Figure 3-3 Menu Items in "Help"

Figure 3-4 About Window

3.1 User Settings

HSC Front Office Basic Functions

Figure 3-5 Change User Settings

Currently English, German, Slovenian and Croatian can be selected as GUI

Applies your entries.

Closes the window without saving changes.

3.2 Message Window

HSC Front Office Basic Functions

Figure 3-6 Message Window Containing Messages

3.3 Online Help

Figure 4-1 Call Control Menu

4.1 Call Control Center

Call Control Center

Figure 4-2 Call Control Center without Common Call Queue

4.1.1 Call Queue

Colors Representing Call Statuses

Partner is the caller

Partner is the callee

Call is forwarded to Front Office

● Caller’s and callee’s details:

The phone is idle.

A number is being dialed.

The phone number is being called, the phone is ringing.