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EV Connect – Bringing AI to Your Hotel

Connecting EVA to a hotel telephone system

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WHAT IS EV CONNECT?

If you would like to connect our AI-powered Virtual Agent EVA to an on-premise telephone system and it is a hotel or brand requirement to recognise guest name, room number and loyalty status, then you will typically require our Evolution Voice Connect service, known as EV Connect.

How does EVA work?

EVA is a cloud-based platform and can be deployed in a number of ways but as it is managing voice calls, it has to be connected to the hotel telephone system. This is because it is receiving internal guest calls from hotel rooms and external calls coming into the hotel and has to be able to transfer those calls, when necessary, to live agents and specific departments within the hotel.

EV Connect provides the voice and data integration between EVA and an on-premise telephone system, providing room number information and enabling the hosted telephony features needed by EVA. The following explains how and way.

How does EVA connect to a hotel telephone system?

Fourteen IP Cloud Telephony

The simplest integration by far is with our own Evolution Voice hotel cloud telephony service. The integration is native, so requires nothing at all adding, apart from any 3rd party system integrations you choose to add. Calls are answered, transferred and diverted seamlessly with guest name, room number and loyalty status included for internal calls.

  • No additional telephone lines required
  • Unlimited inbound calls
  • No additional middleware required
  • Jazzware included

Integrating EVA with an on-premise telephone system

If you have an on-premise telephone system such as a Nortel, Mitel, Avaya, NEC or similar, an Integration Package will most likely be required to connect EVA to your telephone system.

The Integration Package you will require is determined by:

  1. The make and model of your telephone system.
  2. What telephone lines you are using.
  3. Whether your telephone system is connected to the internet.
  4. Whether you require guest name, room number and loyalty status to be recognised by EVA for internal calls from a guest room.

Our project management or sales team can guide you through your requirements based on the above information and assist with setting everything up.

Recognising Guest Name, Room Number and Loyalty Status

Requiring EV Connect

If it is a hotel or brand requirement to recognise guest name, room number and loyalty status, then as we mentioned above, you will require our Evolution Voice Connect service (known as EV Connect).

EV Connect provides the voice and data integration between EVA and your on-premise telephone system, providing room number information and enabling the hosted telephony features needed by EVA. You will require two EV Connect channels for each EVA agent, so that calls can be transferred from the telephone system to EVA and back to a member of staff if necessary.

EV Connect connects EVA to your telephone system either over the internet for telephone systems with that capability or via a gateway that physically plugs in to your telephone system.

Fourteen IP will provide and install the gateway if needed and will work with your telephone system vendor to set this up.

Additional requirements for older telephone systems

Some older telephone systems may require Jazz Connect in order to provide EVA with guest name, room number and loyalty status from your front of house system.

Naturally the team at Fourteen IP can advise you on all the integration requirements and help you with any changes required on your telephone system or from your telephone system provider.

Alternatively, you can opt for the EV Connect Pro service.

If it is a hotel or brand requirement to recognise guest name, room number and loyalty status, then as we mentioned above, you will require our Evolution Voice Connect service (known as EV Connect).

EV Connect provides the voice and data integration between EVA and your on-premise telephone system, providing room number information and enabling the hosted telephony features needed by EVA. You will require two EV Connect channels for each EVA agent, so that calls can be transferred from the telephone system to EVA and back to a member of staff if necessary.

EV Connect connects EVA to your telephone system either over the internet for telephone systems with that capability or via a gateway that physically plugs in to your telephone system.

Fourteen IP will provide and install the gateway if needed and will work with your telephone system vendor to set this up.

Some older telephone systems may require Jazz Connect in order to provide EVA with guest name, room number and loyalty status from your front of house system.

Naturally the team at Fourteen IP can advise you on all the integration requirements and help you with any changes required on your telephone system or from your telephone system provider.

Alternatively, you can opt for the EV Connect Pro service.

Resources

Download your guide to Integrating EVA with your telephone system

This guide talks you through the various options available when it comes to integrating EVA into your hotel Telephone System or PBX and the information that Fourteen IP needs to help you get started with AI.

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