# Hyatt Encore Configuration and Troubleshooting

## Encore Configuration and Troubleshooting

## Introduction

The Hyatt Encore PMS is an optional feature enhancement that allows integration between NuPoint Voice and the Encore Property Management System.

Under this integration, it is possible to not only automatically assign vacant and occupied mailboxes to guests (checked in or out), but it also allows for room reassignment and text message waiting indication.

The NuPoint Voice to Hyatt Encore PMS Integration is designed to offer hotels a reliable and simple way of relaying communication between the voice messaging system (VMS) and the property management system (PMS).

It is designed to work with software release 5.00 and later.

This integration provides:

- Check In - Automatic check in of a guest mailbox upon arrival (PMS to VMS message)

- Text Message Notification - VMS notification of number of text messages in the PMS.

- Message Waiting Indication - Automatic voice message waiting indication (controlled by the PMS)

- Played Message Indication - Automatic signaling from the VMS to the PMS when a message is played.

- Multiple Classes of Service - Allows the automatic check in of guests with different classes of service which may include different language prompts.

- Check Out - Automatic check out of a mailbox, by disposing of any recorded messages, recorded name (if any), or recorded mailbox greeting (if any).

- Mailbox Modify - The Hotel should be able to modify the mailbox number of a particular guest without losing any of the recorded information in that mailbox.

## Text MWI

It is possible for a guest to find how many (if any) text messages are waiting at the front desk (in the PMS system). This is done both upon login and logout of the mailbox:

"Hello <name>, you have N unplayed messages, X messages total. Y text messages at the front desk. Press P to play the first message..."

"You have X messages remaining." (No prompting done when there are NO text messages.)

This announcement of text messages is controlled with FCOS feature bit 154 (Announce text (E-Mail) message count.)

## Communication Description

This integration is based on communication between the PMS and the NuPoint UM server via an RS-232 Full Duplex link.

Link Setup

Baud = 1200 Asynchronous,

Bits = 10, (Start = 1, Data = 7, Parity = 1, Stop = 1)

Parity = Even.

Note: A Null Modem adapter may be needed with an Encore PMS Integration. Test the RS-232 link without one, and if the data packets are not received correctly, install a Null Modem Adapter.

## Message Formats

Each fixed length record will contain:

S T X | Message Text | E T X | L R C

All messages start with an STX, followed by the message text. All message text must be followed by ETX and the last byte LRC, to guarantee integrity.

ACK and NAK are sent by the receiver to the sender to indicate positive or negative acknowledgement to the transmitted message. A NAK should be used by the message sender as a request to retransmit the last message sent. ENQ is a sender request for a repeat of the acknowledgement (ACK or NAK) as a reply to the last transmitted message.

The following is a summary table of the valid data transferred between the PMS and the VMS:

STX = 02H Start of data text

ETX = 03H End of data text

ENQ = 05H Request for retransmission of acknowledgement

ACK = 06H Positive acknowledgement

NAK = 15H Negative acknowledgement

SP = 20H ASCII space character (to padd fields)

LRC = Longitudinal redundancy check (XOR of all bytes after STX including the ETX character, with a 00H Null seed)

MBOX = A 6 digit (left justified and space filled) mailbox ASCII number

MSG = "1" RESYNCHRONIZE

"2" CHECK IN

"3" CHECK OUT

"4" MESSAGE WAITING STATUS

"5" BAD MAILBOX ADDRESS

"6" QUERY MESSAGE WAITING STATUS

"7" MOVE MAILBOX

"8" MODIFY LCOS

"9" TEXT MESSAGE MW

Where the message is sent in hex (ex: "4" is 34H). (See Message Format Table, below.)

FCOS = A 2 byte number (00-64) representing the Feature Class of Service to use when modifying the mailbox (set up via the console configuration menus)

UNP = A 2 byte number (00-99) representing the number of unplayed messages in the guest mailbox (valid ranges 30H to 39H)

URG = A 2 byte number (00-99) representing the number of all unplayed messages with URGENT priority found in the guest mailbox (valid ranges 30H to 39H)

UNR = A 2 byte number (00-99) representing the number of unread text messages in the PMS system (valid ranges 30H to 39H)

Note: All messages are of a fixed length record (16 bytes), space padded.

## Diagnostic Information

See the Appendix for detailed diagnostic information available through the error log file, the CDR file and the system console.

NuPoint Voice/Encore PMS Message Format

Message Format Table

| Message Text |
--- | --- | ---
0 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15
STX | "1" | SP | SP | SP | SP | SP | SP | SP | SP | SP | SP | SP | SP | ETX | LRC
STX | "2" | MBOX | SP | SP | SP | SP | SP | SP | ETX | LRC
STX | "3" | MBOX | SP | SP | SP | SP | SP | SP | ETX | LRC
STX | "4" | MBOX | UNP | URG | SP | SP | ETX | LRC
STX | "5" | MBOX | SP | SP | SP | SP | SP | SP | ETX | LRC
STX | "6" | MBOX | SP | SP | SP | SP | SP | SP | ETX | LRC
STX | "7" | MBOX | MBOX | ETX | LRC
STX | "8" | MBOX | LCOS | SP | SP | SP | SP | ETX | LRC
STX | "9" | MBOX | UNR | SP | SP | SP | SP | ETX | LRC