Responsibilities and Expectations:
DuVoice Will
· Assist in Data Gathering
· Develop application and database
· Implement and test PBX interface
· Implement and test the PMS interface with the Reseller and scheduled PMS support technician
· Provide on-line end-user training
The Reseller Will
· Assist in Data Gathering
· Provide all hardware and wiring installation
· Provide internet access to the DV2000 system
· Assure that the network meets PBX, DuVoice, and hotel brand standards
· Assure that all required PBX resources and licensing are in place prior to cut-over
· Program the PBX in accordance with DuVoice integration notes and instructions from DuVoice Professional Service technicians
· Work with the End User to confirm all appropriate PMS licensing is in place prior to cut-over
· Work with the End User to confirm scheduling of PMS implementation resources for cut-over
The End User Will
· Assure that all appropriate PMS licensing is in place prior to cut-over
· Assist in scheduling PMS implementation resources for cut-over
Typical Sequence of events:
Kick– Off Call
Upon receipt of the initial order, a member of the DuVoice Professional Services team will contact the reseller to schedule a kick off call with the reseller project manager to review the installation process, set a milestone schedule, and confirm that all licensing, cabling and PBX programming will be completed prior to the installation date. The kick-off call may take the form of a general planning call with the reseller implementation team. Multiple planning calls may incur additional professional service fees.
LAN & Internet Access
The reseller will provide high speed internet access to the DV2000 system to allow access in for remote programming. LAN access from PBX to DuVoice is required for some PBX integration. Currently DuVoice uses several methods of remotely connecting to the DV2000 servers.
PBX Connectivity and Programming
The PBX must be programmed as described in DuVoice integration documentation. Your DuVoice Professional Services Technician will not program or administer your PBX, but in most situations will assist and advise an able reseller technician.
Bench Test
Bench testing may be done at the reseller facility or on site. The DuVoice technician will work with the Reseller technician to test the DuVoice to PBX integration. The PBX programming necessary to accommodate the DuVoice integration will need to be complete before the bench test.
The PMS (Property Management System) Integration
The PMS must have a licensed interface to communicate with the DV2000 server via IP or serial. The End User/Reseller and DuVoice will need to schedule an appointment with the PMS vendor for connection and testing. DuVoice has many PBX protocols available to communicate with any PMS system. If a LAN/IP PMS Link is to be used please confirm the Static IP of the PMS system and which TCPIP port the PMS server will use. If using a serial PMS integration, prior to cut-over a connection between PMS and one of the DB9 serial ports ( Or the USB to Serial adapter) on the DV2000 system must be provided. The cable should be tested for correct pin-outs and your on site technician should be prepared to correct faults in the cable as needed, here is a link to our web manual section on serial cabling pin-outs.
Cutover
Cutover of PBX and DuVoice at the customer’s site. The DuVoice technician will assist in testing the DV2000 configuration during cutover and assist in troubleshooting any issues.
End User Training
After satisfactory completion of the cut-over, the DuVoice Professional Service Technician will administer a 1 hour end user training session. This training time can be used to train end user employees in the day to day use of the system, or to train system a administrator on How to contact Duvoice for support and online training and manual information
Hospitality only –
· Review hospitality links and detailed overview of connectivity design and simple troubleshooting.
· Review Inndesk program > Inndesk manual link
· Review Maid status process > manual link
· Review Hospitality prompts recording >Manual Link
· Admin / standard user training – first time login and tutorial
· Question and answer time.
Project Completion
Once the system implementation activities are complete, the reseller or customer will monitor the system, and track and report any unresolved issues to DuVoice support at support.duvoice.com or by telephone to 425-250-2393.