Frequently Asked Questions
About DuVoice
What is DuVoice?
DuVoice is a hospitality communication technology provider. Its solutions connect hotel Property Management Systems, PBX platforms and operational communication tools.
DuVoice helps hotels automate processes such as guest check-in and checkout, voicemail management, wake-up calls, room-status updates, guest messaging and emergency notifications.
Learn more in What Is DuVoice? A Complete Guide to Hospitality Communication Solutions.
What is the DuVoice DV2000?
DV2000 is DuVoice’s hospitality communication platform.
It connects a hotel’s PMS and PBX environment so information can move automatically between the systems. It also provides hospitality-specific tools such as guest and staff voicemail, wake-up calls, room-status reporting, guest messaging, emergency alerts and web-based administration.
DV2000 can support hotels, resorts, casinos, healthcare facilities and other room-based hospitality environments.
Does DuVoice replace a hotel’s PMS or PBX?
No. DuVoice does not usually replace the hotel’s Property Management System or telephone system.
Instead, DuVoice provides the hospitality communication layer that connects the PMS and PBX. This allows guest information, room updates and communication instructions to move between systems automatically.
The specific configuration depends on the hotel’s PMS, PBX, integration requirements and existing infrastructure.
What types of properties can use DuVoice?
DuVoice can support a wide range of room-based properties, including:
- Independent hotels
- Boutique hotels
- Resorts
- Casino hotels
- Extended-stay properties
- Multi-property hotel groups
- Healthcare and assisted-living environments
The exact features and configuration depend on the property’s communication workflows, PMS, PBX and operational requirements. DuVoice installations range from smaller hotels to large resorts and multi-property hospitality brands.
What hotel operations can DuVoice automate?
DuVoice can automate or simplify hospitality communication processes such as:
- Guest check-in and checkout
- Guest-name synchronization
- Room mailbox activation and reset
- Automated wake-up calls
- Housekeeping room-status reporting
- Guest and group messaging
- Emergency notifications
- Calling-permission changes
- Message-waiting indicators
Available functions depend on the hotel’s PMS, PBX and DuVoice configuration.
Hotel PBX and PMS Integration
What is a hotel PBX system?
A hotel PBX, or Private Branch Exchange, is the telephone system that manages calls within and outside the property.
It may support guest-room phones, front desk extensions, administrative offices, internal call routing, voicemail, emergency calling and connections to outside telephone networks.
Hotel PBX systems may be cloud-hosted, on-premise or part of a hybrid communication environment.
Read What Is a Hotel PBX System? Everything Hoteliers Need to Know for a complete overview.
What is PMS-PBX integration?
PMS-PBX integration connects a hotel’s Property Management System with its telephone and communication environment.
The integration allows actions in the PMS—such as a guest checking in, checking out or moving rooms—to trigger the appropriate actions in the communication system.
This reduces the need for hotel employees to configure telephone and voicemail services manually.
Learn more in What Is PMS-PBX Integration and Why Does Your Hotel Need It?.
What happens in the phone system when a guest checks in?
Depending on the hotel’s configuration, a PMS check-in command may:
- Activate the guest-room mailbox
- Add the guest’s name
- Apply the guest’s preferred language
- Change telephone calling permissions
- Enable guest communication services
- Deliver a welcome message
- Schedule a requested wake-up call
The available actions depend on the PMS, PBX and interface configuration.
What happens when a guest checks out?
At checkout, an integrated hospitality communication system may:
- Disable or reset the room mailbox
- Archive or remove messages according to hotel policy
- Clear the message-waiting indicator
- Remove scheduled wake-up calls
- Delete personal greetings
- Remove personal passwords
- Reset calling permissions
- Remove guest information from the telephone system
Automating these actions helps prepare the room’s communication services for the next guest.
What happens when a guest changes rooms?
When a room move is sent through a supported PMS interface, guest communication information can move from the original room to the new room.
Depending on the configuration, this may include:
- Voicemail messages
- Scheduled wake-up calls
- Guest name
- Preferred language
- Mailbox password
- Guest messaging information
- Group membership
The original room can then be checked out or reset according to the PMS command and hotel workflow.
Hotel Voicemail and Guest Messaging
What is hotel voicemail?
Hotel voicemail is a messaging system designed around guest rooms and hotel operations.
It allows callers and hotel employees to leave messages for guests while also supporting staff mailboxes, message-waiting indicators, guest check-in and checkout processes and PMS integration.
Unlike a standard office voicemail system, hotel voicemail must account for guests changing rooms and mailboxes being reset between stays.
Read What Is Hotel Voicemail? A Complete Guide for Modern Hospitality.
How is a guest voicemail box activated?
A guest mailbox can be activated automatically when the PMS sends a check-in command to DuVoice.
Depending on the information provided by the PMS, the system may also set the guest’s name, language, password and other room-related settings.
This allows voicemail services to become available without requiring front desk employees to configure the room manually.
What happens to voicemail after the guest checks out?
The mailbox can be disabled or reset when the PMS sends a checkout command.
Depending on hotel policy and system configuration, messages may be archived or removed, personal greetings may be deleted, passwords may be reset and the message-waiting light may be cleared.
This helps protect guest privacy and prepares the mailbox for the next arrival.
Can DuVoice provide voicemail for hotel employees?
Yes. DuVoice can provide voicemail for both guests and staff.
Staff voicemail may be used by front desk employees, management, administrative departments, healthcare teams and other operational personnel.
The exact setup depends on the property’s PBX environment, employee requirements and voicemail configuration.
Can hotels send messages to groups of guests?
DuVoice supports group messaging functions in compatible configurations.
Hotels may use groups to deliver messages or schedule wake-up calls for multiple rooms. This can be useful for tour groups, airline crews, conferences, wedding parties and other guests who share the same schedule or communication requirement.
Group capabilities depend on the PMS interface and system configuration.
Automated Wake-Up Calls
What is an automated hotel wake-up call?
An automated wake-up call is a scheduled telephone call placed to a guest room at a requested time.
The call is generated by the hospitality communication system rather than being placed manually by a front desk employee.
Modern systems can also provide customizable greetings, repeated attempts, snooze options, completed-call records and failed-call notifications.
Can guests schedule their own wake-up calls?
Yes. Depending on the system configuration, guests may be able to schedule wake-up calls through their room telephone.
Front desk employees can also schedule and manage wake-up calls using an authorized staff interface such as InnDesk.
The available scheduling methods depend on the hotel’s configuration and telephone environment.
What happens if a guest does not answer a wake-up call?
The system can record the unanswered call and may make additional attempts according to the hotel’s configuration.
Failed wake-up notifications can alert hotel employees that the guest did not answer. Staff can then follow the property’s established procedure, which may include calling again or arranging an in-person follow-up.
The hotel should define how many attempts are made and how employees respond to failed calls.
Can a hotel schedule group wake-up calls?
Yes. Group wake-up calls can be scheduled in supported DuVoice configurations.
This allows multiple rooms to receive calls according to a shared schedule. It can be especially useful for groups that need to depart or attend an event at the same time.
The availability of group wake-up functions depends on the hotel’s PMS interface and DuVoice configuration.
Why do hotels still use wake-up call systems?
Wake-up calls provide a hotel-managed reminder that does not depend on a guest’s personal phone, alarm settings, battery level or mobile connectivity.
They can be particularly useful for guests with early departures, scheduled transportation, meetings or group itineraries.
Automated systems also help hotels provide the service without requiring employees to place every call manually.
Read Hotel Wake-Up Call Systems: Why Hotels Still Offer Them and How Modern Automation Works.