In this Newsletter:

1. President's Message: Changes Ahead
2. Tech's Corner: Understanding PMS Interfaces
3. Generate Revenue from Your Current Installed Base
4. How to Install the INN-FORM XL
5. The Future of Call Accounting

President's Message

Hope TEL’s EOY (bailout) sale helped a few of you!  Sale just “okay” for us – we hoped for more.  Crazy economy!  So, sale is over - back to the old Price List.  We’ll still have low prices for IFPC & WS32 – though not as low as EOY. We’ll get that data to you soon (since lower prices, no 30 days notice).

Changes ahead:

1. More services if Dealers buy more; less if less:  Quid pro quo.  Good business model for all of us!  TEL had free service for decades (w/rare exceptions), had to pull back some in downturn – now income & outgo must match for us all!  Sales guys will discuss this w/you;

2. Marketing services in behalf of Dealers: (coordinating w/you first, we’ll canvass your city to find sales for you; brochures, webinars, etc., customized just for you; etc.);

3. Subcontract with CSBP ended, so we ALL NEED to work with CSBP end-users.  Some don’t want dealers (want direct to factory - Walmart-Costco-Target-internet model); some in the boondocks can’t find dealers (or dealers don’t want or can’t find them)!!  All have the TEL name on their systems, so ALL are TEL customers!  WE need to get them upgraded and trade out their old systems – WE want systems working well (AND more sales)!!  Losing these to competitors not an option!  Let’s work together here (see 1 & 2 above)!  Sales guys will discuss this w/you, too;

New “LUTY papers” (~one/month).  LUTY = “Let Us TEL You” - subjects designed to help you sell more and help potential customers see the value in TEL products.  Use these as you wish.  If you like, we’ll customize (see 2), and we’ll send to all TEL Dealers and end-users.
Let’s work together more this year!  TEL took a step with EOY sale, now with lower IFPC and WS32 pricing, and some steps above, too. Tell us HOW we can help YOU!  If we can, we will – that’s good business for all of us! 

TEL is still the best!  Let’s make it fine in 2009!

Generate Revenue from Your Current Installed Base

TEL dealers know that call accounting systems can be an excellent source of revenue for dealers and end-users.  In this tight economy, we need to think of new ways to bring in additional revenue.  One way TEL dealers can bring in more revenue – and help end-users, too - is to focus on current TEL customers and sell more TEL products to them! 

TEL’s hospitality install base shows that TEL dealers have any from 2 to 80 TEL customers that need upgrades! That’s 2-to-80 HUGE sales opportunities for you (and TEL) to help our customers get current! Call TEL for your customer list and start generating interest by calling the list or by sending mass faxes, letters, and emails!  You can also submit proposals directly to your customers. 

Create a sense of urgency in those customers about getting up-to-date: either trade in their old TEL units or buy rate upgrade plans.  These options generate revenue (maybe residual income) for you and TEL, provide more revenue for customers and reduce guest complaints.   TEL may be able to customize some or all of your sales information - and TEL Sales guys may even make some TEL customer calls for you!

How to Install the INN-FORM XL

The INN-FORM XL comes pre-programmed for each installation site, but requires all cords to be plugged in and certain tests to be made to assure that the IFXL functions correctly.

1. Prepare. Write down the SMDR/Serial Printer baud rate (default: 1200) and Management Access Code. Make sure you received everything from TEL: IFXL System; DB25-to-RJ11 adapter with standard phone cable (for use with serial printer); power supply cord; and IFXL User Manual.

2. Setup Printer. For serial printers, use DB25-to-RJ11 adapter cable; for parallel printers, use DB25-to-parallel cable.  Connect XL to printer, load paper, and plug printer into AC outlet.

3. Check SMDR cable pin outs. Make sure that PBX’s SMDR pin outs are same as XL’s SMDR (XL is set-up already if PBX data was correctly ordered).  The PBX’s SMDR port must send data on a continuous basis (no handshaking).

4. Connect to the telephone system. Connect PBX SMDR cable to RJ11 jack on XL.  If PBX has a DB9 or DB25 connector, use an adapter to connect to the XL.

5. Plug in the XL unit. Plug the power supply cord into AC outlet and then into XL.

6. Make sure the Start-up Report prints. XL should immediately print a Start-up or Reset Report.  If not, check printer and XL settings, and press Reset to try again.

7. Test XL keypad. Make sure all buttons (keys) work correctly.  If each one emits an audible sound, then you're OK.  Press CANCEL after each button is pressed.

8. Initialize the XL. Push Management Access if necessary. Press PROGRAM, enter 248 and press ENTER. A reset message will print with “DEFAULTS SET”, “2nd DEFAULTS SET”.

9. Perform Valid Call Test. This test verifies that the PBX-to-XL connection is correct.  Put the XL in mode 9 and run Program 6. Press YES to the prompt “PRINT 0 $?”.

10. Make three test calls.  Make a local call, a long distance call within your Area Code, and a call outside your Area Code.  Make sure each test call lasts longer than the set grace period.

Tech's Corner: Understanding PMS Interfaces

Hotels/motels use a PMS (Property Management System) for handling operational data and billing guests (through folios w/room, amenity and other charges).  Call accounting systems interface to a PMS so priced call records are posted directly to the guest folios.

Different PMS' use different interfaces. Interfaces differ in how call record data is packaged.  TEL systems work with the vast majority of PMS. TEL’s INN-FORM PC interfaces can be configured onsite.  Other TEL products are pre-programmed as produced (onsite changes made via download or a new firmware “chip”).  TEL offers three PMS interfaces: MR (rarely used), and the two most popular, covered here, HB and HX.

PMS-HB.  These systems need a line feed (LF) before the call record and three control characters (line feed/LF, carriage return/CR, and form feed/FF) after the call record. PMS-HB systems must recognize one of these three as the “end”. In testing, FF may catch installers/techs - FF is a form feed and sends paper or a monitor to “top of page” – look back a page for data! 

PMS-HB supports 2-way (“hand-shaking”) and 1-way communication between PMS and call accounting systems (“CAS”).  In 2-way mode, PMS and CAS can handle acknowledgement or non-acknowledgement with each call record. The CAS is “told” to send or that the call record was received okay or, if not, to hold or that call record needs to be re-sent.  Hand-shaking control characters include: ACK (ASCII hex 06) and NAK (ASCII hex 21) - (or lower case “y” and “n”).  TEL PMS-HB systems do NOT require hand-shaking, so when none exists, TEL systems send call records and assume reception was okay. 

PMS-HX.  TEL’s HX systems ask permission to send call records to ensure the PMS is ready, by first sending ENQ (ASCII hex 05) – an enquiry. If ready, PMS sends an ACK (ASCII hex 06), so the CAS sends an STX (ASCII hex 02) – start-of-text - before the call record, followed by an ETX (ASCII hex 03) – end-of-text and a block check character. The block check character allows the PMS to do a parity check for accuracy of the CR received. If the PMS “likes” the call record, it sends an ACK to the CAS.

It is helpful for installers/techs to use a laptop or monitor on the PMS-to-CAS connection (Laptops are even better w/communication software like HyperTerminal - available on most Windows systems).  Some of the communications packages show control characters as icons; e.g. ENQ is a club, ACK an ace, etc. The software often lets you send control characters by pressing ctrl (control key) plus another key.  Example: to send ACK, press ctrl with the F key.

The Future of Hotel Call Accounting

Call accounting has been around for decades to track, manage and bill or allocate phone calls.  By the mid-1980s, call accounting was a necessary and very profitable tool for almost all hotels/motels.  Some properties made thousands of dollars each month with call accounting.

Now that cell phones are everywhere and long distance rates have significantly decreased, call accounting does not allow properties to bring in nearly as much revenue as before. For many hotels/motels, call accounting has been forced to take a back seat in their organization. A few have gone as far as un-installing phone systems all together.  So, is there a role – and a future - for hospitality call accounting?  Do hotels/motels still need call accounting systems?  The answer to these questions is a profound YES and YES!

Call accounting plays a vital role in hotel/motel management and is as important and beneficial for hotels/motels today as it ever was, and in so many ways.  TEL’s INN-FORM products allow hotels/motels to bill guests for all phone calls that the property will have to pay for, recovering costs (plus fair mark-ups and/or surcharges for amortized equipment/service costs, profits, etc., too, if desired).  Calls included here are: information; international; and many measured or metered calls.  TEL customers say that just a few information or international calls a year from guests could cost much, much more than TEL’s call accounting systems, so they don’t take any risk – they always install TEL in every property!  Of course, calls without “costs” can be billed, since these calls still use property resources and could properly bear a part of total telephone costs**. 

Managers can also detect phone misuse or abuse, optimize phone system performance, allocate telecom costs by department or extension, set special rates for VIP guests, and decrease billing errors.  Knowing which room called 911 or having proof that wake-up calls were made – and more - also makes call accounting valuable – one lawsuit/problem could cost much more than a call accounting system!  And REMEMBER: TEL systems usually last for decades, so cost/month is only a few dollars!  More than anything, TEL call accounting provides peace of mind and security for hotels/motels – plus revenues – all at a few dollars a month!

Hospitality call accounting has a bright future.  Hotels/motels need a way to track and bill phone calls to guests and departments.  As PMS and phone systems get more advanced, as internet and VoIP are used more and more, call accounting companies must stay in step and improve, too!  TEL electronics, inc., is and has been the leader in hotel/motel call accounting for 30 years and has the knowledge and experience to continue its leadership into the future.  Call TEL today!

*(NOTE: TEL strongly urges properties to charge for ALL calls, but at fair AND lower rates – some properties still charge rates that are way too HIGH!  High rates will not work in the long run, plus they give properties AND call accounting bad “press”.)