Scope of Work
This scope of work outlines responsibilities, expectations, and the standard implementation process for DuVoice Professional Services engagements to help ensure a smooth deployment and successful system cutover.
Responsibilities & Expectations
Successful deployments require coordination between DuVoice, the reseller, and the end user. Each party plays an important role in ensuring implementation readiness and successful cut-over.
DuVoice Will
- Assist in data gathering
- Develop application and database
- Implement and test PBX interface
- Implement and test PMS interface with reseller and scheduled PMS support technician
- Provide online end-user training
The Reseller Will
- Assist in data gathering
- Provide all hardware and wiring installation
- Provide internet access to the DV2000 system
- Ensure network meets PBX, DuVoice, and hotel brand standards
- Confirm required PBX resources and licensing before cut-over
- Program the PBX per DuVoice integration documentation
- Confirm PMS licensing is in place
- Coordinate PMS implementation resources for cut-over
The End User Will
- Ensure all PMS licensing is in place before cut-over
- Assist in scheduling PMS implementation resources for cut-over
Typical Sequence of Events
A standard DuVoice implementation follows a structured deployment process designed to minimize disruption and ensure system readiness
A DuVoice Professional Services team member contacts the reseller to schedule a kickoff call, review the installation process, establish milestones, and confirm readiness requirements.
The reseller provides high-speed internet access to the DV2000 system for remote programming and confirms required LAN connectivity between PBX and DuVoice where applicable.
The PBX must be programmed according to DuVoice integration documentation. DuVoice assists and advises but does not directly administer the PBX.
DuVoice and reseller technicians test PBX integration either at the reseller facility or onsite to validate system readiness before deployment.
The PMS interface is connected and tested with scheduled PMS support resources to validate communication between the PMS and DV2000.
DuVoice assists during customer-site cutover, helping validate configuration and troubleshoot any issues during deployment.
After successful cut-over, a DuVoice Professional Services technician conducts a one-hour end-user training session covering day-to-day system usage, support processes, and operational workflows.
Hospitality Training Topics
- Hospitality connectivity overview and troubleshooting
- InnDesk overview and manual review
- Maid status workflow review
- Hospitality prompt recording overview
- Admin and standard user login tutorial
Open Q&A session
Once implementation activities are complete, the reseller or customer monitors the system and reports unresolved issues through the DuVoice Support portal or by phone.
Support Contact
Support Portal:
support.duvoice.com
Phone:
425-250-2393