How to Set Up PABX Extensions for Call Charging in RMS
Overview
PABX extensions enable call tracking and charging within your property's phone system. PABX is your property's internal telephone network that connects guest rooms and staff areas. By setting up extensions in RMS, you can automatically apply call charges to guest accounts based on which extension was used, while excluding staff operational calls from billing.
Extensions link internal phone lines, allowing guests to contact the Front Desk, Concierge, or Room Service directly from their rooms, and to place external calls when your system permits. Each extension can be configured with different charging rules and cost multipliers depending on its location and purpose.
Key Terms
| Term | Definition |
|---|---|
| PABX | Private Automatic Branch Exchange - your property's internal telephone network that routes calls between extensions and external lines. |
| Extension | A unique phone number on your internal network (e.g., 101, 201, 3001) assigned to a specific location such as a guest room, reception desk, or department. |
| Admin Extension | An extension designated for staff operational use (e.g., Reception, Kitchen, Reservations). Calls made from admin extensions are NOT charged to guest accounts. |
| Cost Multiplier | A decimal value that adjusts call charges for that extension. For example, 1.0 applies standard charges, 1.5 increases charges by 50%, and 0.5 reduces charges by 50%. |
| Cut Off | The maximum charge amount (in your property's currency) that can be applied to a single call from this extension. If a call exceeds this amount, it will not be charged. Enter 0 for no limit. |
| Category | A classification for the extension (e.g., Guest Room, Staff, Department) used to organize and report on extensions by type. |
| Area | A location or zone in your property (e.g., Ground Floor, First Floor, East Wing) used to organize extensions by physical area. |
When Should You Set Up PABX Extensions?
Set up PABX extensions when:
- You want to automatically charge guest calls to their reservation accounts
- You need to differentiate charges between guest rooms and other areas of your property
- You want to exclude staff phone calls from guest billing (admin extensions)
- You need to apply different pricing rules to different areas or departments
- Your phone system requires all extensions to be registered in RMS for proper call routing
How PABX Extensions Relate to Your Phone Hardware
The extensions you set up in RMS must correspond to the extensions configured in your physical PABX hardware. Each extension number (e.g., 101, 102, 201) should exist on both your phone system and in RMS. When a call is made from any extension, the PABX system logs it and passes the extension number to RMS, which then applies the charging rules you have configured for that extension.
If an extension exists on your phone system but is not set up in RMS, calls from that extension will not be tracked or charged. Conversely, if you create an extension in RMS but it does not exist on your phone hardware, it cannot receive or make calls.
Guide
In the side menu of RMS, go to Setup > PABX Extensions.
- Select 'Add'.
- Enter the Extension.
Select the checkbox 'Admin' (Optional). - Select the checkbox 'Enabled'.
This option will set the extension as active. Skip this step if returning at a later stage to set active. - Enter the Cost Multiplier.
- Enter a Cut Off.
- Select the Category.
- Select the Area.
-
Select 'Save/Exit'.
Repeat Steps for all Extensions.
Troubleshooting
Calls are not being tracked or charged:
- Verify that the extension exists on both your phone hardware and in RMS with the exact same number.
- Check that the 'Enabled' checkbox is ticked for that extension.
- Ensure the PABX Module is activated with the RMS Sales team.
- Confirm that the extension is not marked as 'Admin' if you want guest calls to be charged.
Staff calls are being charged to guest accounts:
- Verify that the staff extension is marked as 'Admin' in the extension setup.
- Save and exit the configuration, then check that the change has been applied.
Charges seem incorrect:
- Review the Cost Multiplier for the extension. Ensure it is set to the value you intended.
- Check the Cut Off amount. If a call exceeds the cut off, it will not be charged.
- Verify that the extension has been enabled by checking the 'Enabled' checkbox status.
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