MODULE 21

Telecommunications, PBX & Guest Communications Intelligence

Full-featured hospitality PBX combining traditional in-room telephony with modern VoIP, call recording, real-time transcription, and AI-powered guest sentiment analysis. Every call becomes an opportunity for exceptional service and operational intelligence.

PBX Core Infrastructure

Cloud or on-premise IP PBX with full hospitality features.

Cloud-hosted or on-premise IP PBX with full hospitality feature set

SIP trunking with primary and failover carrier configuration

ISDN BRI/PRI legacy line support with VoIP gateway for hybrid migration

Auto-attendant and IVR (Interactive Voice Response) configuration

Hunt groups and ring queues for front desk, reservations, and housekeeping

Operator console with drag-and-drop call transfer and monitoring

Extension directory across the entire property (rooms, departments, staff mobile)

Direct Inward Dial (DID) number management per department

Night mode and after-hours call routing rules

Call parking and camp-on functionality

Intercom and paging integration (lobby, restaurant, pool areas)

Multi-property extension dialing (properties within a group can reach each other by short code)

VoIP softphone for management and supervisors (desktop and mobile)

Redundant call processing with automatic failover

E911 / emergency services integration with room location identification

STIR/SHAKEN caller authentication compliance

In-Room Telephone System

Guest room phones with one-touch services and smart integrations.

IP desk phone in every guest room with branded display and hospitality feature keys

One-touch service buttons: Front Desk, Room Service, Housekeeping, Concierge, Wake-Up, Do Not Disturb

Bilingual / multi-language phone menu display

In-room DND (Do Not Disturb) phone control synchronized with PMS DND flag

Wake-up call scheduling from front desk, PMS, in-room phone, TV, and guest app

Wake-up call delivery with logging and confirmation; auto-retry on no-answer

Second wake-up call escalation to operator on repeated non-answer

Message waiting indicator (MWI) lamp for voicemail

Voicemail per room with message retrieval from in-room phone, TV interface, or guest app

Voicemail to email transcription: message delivered as text to guest's email

Call forwarding: forward room calls to mobile number (guest-controlled or desk-set)

In-room call privacy: caller ID display options per guest preference

Speed dial keys programmed to property services (spa, restaurant, pool bar)

Baby monitoring / room monitoring intercom mode

Hearing-impaired compatibility: TTY/TDD support, visual ring indicator

In-room speakerphone with full-duplex echo cancellation

Wireless DECT handsets for suite and villa multi-room coverage

In-room Bluetooth connectivity for personal device integration

Conference call (3-way) from in-room phone

Call duration display on handset for guest awareness of billable time

Room-to-room calling between guest rooms (internal, no charge)

In-room phone integration with smart TV for call display and management

Call Billing & PMS Integration

Real-time call charging with folio posting and cost reporting.

Real-time call detail record (CDR) posting to guest folio

Per-call and per-minute billing with configurable local, national, and international rate tables

Complimentary call policies: free local calls, toll-free access, internal calls

Markup rules by call type and destination

Minimum charge rules and rounding configurations

Itemized call charges on guest folio and checkout invoice

Call charge dispute workflow: easy removal or adjustment of specific CDRs

Department call cost allocation for internal extensions

Daily call cost report by room and department

Monthly trunk utilization report: incoming/outgoing call volumes by line

DISA (Direct Inward System Access) control and toll fraud prevention

Concurrent call capacity monitoring and alerting

Call Recording & Transcription

AI-powered call recording, transcription, and search.

Full call recording for all inbound and outbound calls (configurable by extension group)

Selective recording: front desk, reservations, room service, concierge queues recorded by default

On-demand recording activation by supervisor or quality manager

Legally compliant call recording with beep-tone notification and consent prompt

Secure, encrypted call recording storage with configurable retention period

Call recording search and playback by date, extension, duration, and caller ID

Export and download of recordings for legal, HR, and training purposes

Role-based access control for recording playback (management vs. QA vs. HR)

Real-time transcription of all recorded calls using AI speech-to-text

Transcription accuracy above 95% in standard hospitality English; additional language models available

Multi-language transcription support (Spanish, French, German, Arabic, Mandarin, and more)

Transcript linked to guest profile when room or reservation is identified from CDR

Full-text search across all call transcripts (find every call that mentioned 'noise complaint' or 'unhappy')

Transcript export for compliance and legal discovery

Automatic redaction of sensitive data (credit card numbers, passport numbers) from transcripts

Voicemail transcription: every voicemail automatically transcribed and delivered by email and SMS

AI-Powered Guest Sentiment Analysis

Real-time emotion detection and service recovery from call data.

Real-time sentiment scoring on every transcribed guest call (Positive / Neutral / Negative / Critical)

Emotion detection: frustrated, confused, satisfied, delighted, upset — identified from tone and language

Keyword and phrase extraction: automatic flagging of service-failure terms ('broken', 'dirty', 'unacceptable', 'manager', 'refund', 'leaving', 'disappointed')

Intent detection: identify calls requesting escalation, asking to check out early, or threatening to leave a review

Priority alert to front desk manager when a call crosses a negative sentiment threshold

Real-time supervisor monitoring: live view of ongoing calls with sentiment indicator

Guest sentiment history per stay: call sentiment aggregated alongside review scores and complaint logs

Sentiment trend dashboard: property-wide sentiment by hour, day, shift, and department

Department-level sentiment scoring: which queue (housekeeping, room service, front desk) generates the most negative interactions

Agent / operator performance scoring based on call sentiment outcomes

Coaching prompts: AI flags specific calls for supervisor review and coaching

Win/recovery detection: calls that moved from negative to positive sentiment during the interaction

Upsell opportunity detection: AI identifies calls where guest expressed interest in an upgrade or service

Automatic service recovery ticket creation when negative sentiment call is detected

Post-call survey trigger: automated SMS or email survey sent after high-flag calls

Guest Relations report: daily summary of call sentiment, flagged interactions, and recovery actions

Long-term sentiment analytics: track whether service quality is improving over weeks and months

Integration with reputation management: correlate call sentiment scores with TripAdvisor and review platform ratings

Natural language query: manager can ask 'What were guests complaining about last weekend?' and receive an AI-generated summary

Telecommunications, PBX & Guest Communications Intelligence

PBX Core Infrastructure

In-Room Telephone System

Call Billing & PMS Integration

Call Recording & Transcription

AI-Powered Guest Sentiment Analysis

Ready to Transform Your Operations?

Explore More Capabilities

Environmental Controls, HVAC & Smart Room Climate

In-Room Entertainment & Smart Television

HANS Global AI Platform