Managing PMS Text Messaging and Message Waiting Lights on the Mitel SX-200

In a hotel environment, ensuring that guests receive their messages promptly and clearly is crucial. When integrating a Property Management System (PMS) with a Mitel SX-200 PBX, special care must be taken to manage text messaging and Message Waiting Indicator (MWI) lights effectively. This guide will walk you through the process of handling PMS text messages and the associated message waiting lights on guest phones.

1. How PMS Text Messaging Works

When a guest receives a text message, the process typically involves both the PMS server and the Mitel SX-200 PBX:

Text Message Entry:
A front desk associate enters the text message details into the PMS server.
Message Distribution:
The PMS server sends two messages: one to the voice mail system and one to the PBX.
Voice Mail System: The message to the voice mail system indicates that there is a text message waiting. If the guest logs into their mailbox before retrieving the message, the voice mail system informs them that a text message is available at the front desk. However, the MWI light is not turned on by the voice mail system, as there is no actual voice message in the guest’s mailbox.
PBX: The PBX receives a message from the PMS server instructing it to turn on the MWI light for the guest’s room. The MWI light will turn off once the guest contacts the front desk or attendant.

2. Guest Interaction with the Message Waiting Light

When the MWI light is on:

Direct Voicemail Access:
If the guest dials into their voicemail directly and hears that they have a message waiting at the front desk, they can simply dial 0. The voicemail system will then transfer the call to the front desk or attendant, where they can retrieve their message.
Attendant Notification:
The MWI light will go out once the guest has made contact with the attendant by dialing the 0 destination, which is typically programmed in the PBX.

3. Handling MWI and Voicemail System Differences

It is important to note that different voicemail systems handle MWI differently:

NuPoint Messenger:
For example, the NuPoint Messenger voicemail system will turn on the MWI light for text messages. This can result in the guest receiving two notifications: one for the text message and another when there is no actual voice message present. This can lead to confusion if not managed properly.

4. Programming Considerations in the Mitel SX-200

To ensure proper functionality of the MWI light, verify the following settings:

Form 19 (Dial 0 Destination):
Ensure that the station dial 0 destination in Form 19 for the guest room tenant is set to a valid LDN (Listed Directory Number) on the console. The number must be consistent across all three fields (Day, Night 1, and Night 2) to ensure that the system turns the MWI light on correctly.
Error Prevention:
If the dial 0 destination is not valid or inconsistent, the system may generate error #166 (PMS requires console) and fail to activate the MWI light.

Conclusion

Managing text messages and Message Waiting Lights with a PMS and Mitel SX-200 system requires careful configuration and awareness of how different components interact. By ensuring that the PMS, PBX, and voicemail systems are correctly set up and synchronized, you can prevent issues and ensure a smooth experience for guests. Properly handling the MWI light and text message notifications is key to maintaining clear communication and avoiding guest confusion. If you encounter issues, double-check the Form 19 configurations and consult the relevant documentation for your specific voicemail system.