The ResMax PBX system with Auto Attendant is designed to enhance the efficiency and security of communication in hospitality environments. This guide provides detailed instructions for hotel management and PBX telecom vendors to ensure a seamless setup and operation of the ResMax system. Following these steps will help you maximize the benefits of the Auto Attendant feature while maintaining the integrity of your PBX system.

1. Pre-Implementation Preparation

Before the ResMax system with Auto Attendant can go live, it is crucial to complete several preparatory steps.

1.1. Choosing the Voice for the Auto Attendant Greeting

• Select a Voice: Decide whether a member of your team or a professional voice talent will record the Brand-approved greeting. The chosen voice should represent your brand professionally and clearly.
• Brand-Approved Greeting: Ensure that the greeting script is aligned with Brand standards. The selected greeting should be both informative and welcoming.

1.2. Coordination with PBX Telecom Vendor

• Schedule the Go-Live Date: Work with your PBX Telecom Vendor and the ResMax Business Development Team to schedule the go-live date for the Auto Attendant feature at least two weeks before implementation.
• Share Instructions: Provide your PBX Telecom Vendor with these instructions well in advance to ensure they are prepared for the installation and setup process.

2. Implementation Day: Setting Up the Auto Attendant

On the day of implementation, the PBX Telecom Vendor will work closely with hotel management to ensure that all system configurations are correctly set up and tested.

2.1. Recording the Brand-Approved Greeting

• Recording Process: Partner with your PBX Telecom Vendor to record the Brand-approved greeting. Ensure the recording is done in a quiet environment to avoid background noise.
• Professional Quality: The recording should be of professional quality, clearly enunciating all words and reflecting the tone and image of your brand.

2.2. System Configuration and Checklist

• Change Default Passwords: It is imperative to change all system default passwords (admin, remote, technician, etc.) to unique, secure passwords. These should be alpha-numeric where possible, avoiding easy-to-guess sequences such as consecutive numbers.
• Safeguard Passwords: The new passwords must be kept securely, with a copy provided to the Hotel General Manager. Establish a schedule for changing these passwords every 90 days to maintain system security.
• Shut Down Inactive Voicemail Ports: Disable any inactive voicemail ports connected to the PBX to prevent unauthorized access.
• Disable Outbound Calling from Voicemail Ports: To prevent toll fraud, configure the system so that outbound calls cannot be made directly from voicemail ports. Instead, route calls through a PBX extension.

2.3. Securing Remote Access

• Dedicated Telephone Line: Ensure that the PBX/Voicemail system has a dedicated POTS (Plain Old Telephone Service) line for remote access. This line should not be routed through the PBX, ensuring access even if the PBX system is down.
• Cost Management: To offset the cost of the additional line, consider switching existing analog lines (such as those used for the fire panel or OnQ modem) to a cost-effective provider like ITG Networks.

3. Mandatory Testing and Final Steps

Before the Auto Attendant feature goes live, it is critical to perform mandatory testing to confirm that the system functions correctly.

3.1. Testing Multiple Call Handling

• Test Procedure:

1. Call the hotel’s main number and press 1 to reach the ResMax number.
2. Inform the ResMax agent that you are testing the system and request that they verify the hotel’s name and place you on hold.
3. While the first call is on hold, make a second call to the hotel’s main number and press 1 again.
4. If the second call reaches the ResMax desk without a busy signal, the system can handle multiple calls successfully.

3.2. Testing for Security

• Security Test Procedure:

1. Call the hotel’s main number and wait for the Auto Attendant greeting to finish.
2. Press 7 followed by an occupied room number to test the system’s routing.
3. Repeat the test by pressing 9 instead.
4. Ensure that both tests route the call back to the front desk, confirming that the system is secure and that unauthorized access to rooms is blocked.

4. Post-Implementation: Ongoing Maintenance and Security

After the Auto Attendant feature is active, continuous monitoring and maintenance are required to ensure the system remains secure and functional.

4.1. Regular Password Updates

• Scheduled Changes: Implement a routine schedule for updating all system passwords, ideally every 90 days, to minimize the risk of unauthorized access.
• Secure Storage: Store the passwords securely and ensure that they are accessible only to authorized personnel.

4.2. Monitoring for Security Breaches

• Vigilance: Regularly monitor the system for any signs of security breaches. If you suspect a breach, immediately contact your PBX Telecom Vendor to take corrective actions, such as resetting passwords and disabling compromised ports.

5. Compliance and Support

Adhering to compliance standards and seeking support when needed is essential for the successful operation of the ResMax system.

5.1. Compliance Requirements

• 24/7 Operation: The Auto Attendant system must be active at all times, answering calls on the first ring and using the Brand-approved greetings.
• Mandatory Testing: Ensure that the mandatory testing for multiple calls and security is completed as part of your compliance with Brand standards.

5.2. Support Contacts

• Technical Support: For any technical issues or questions, contact the Hilton Telecommunications Team.
• Program Support: For questions about the ResMax program or Auto Attendant setup, reach out to the ResMax Business Development Team.

Conclusion

Implementing the ResMax PBX system with Auto Attendant is a strategic move to enhance guest communication and system security in your hotel. By following the detailed instructions provided, from initial setup to ongoing maintenance, you can ensure that your system is configured for optimal performance and reliability. Through careful planning, rigorous testing, and adherence to security protocols, the ResMax system can significantly improve your hotel’s operational efficiency and guest experience.