Specify both systems precisely
Record the PMS product, version, hosting arrangement and available interface. Do the same for the telephone platform and any middleware. Ask both suppliers to confirm the proposed connection method in writing.
Separate “documented by the manufacturer”, “confirmed by the supplier” and “tested at this property”. Each is useful evidence, but they answer different questions. A test of an earlier version should retain that version and date in its record.
Choose the workflows that matter
Make a list of actions the hotel actually uses. For each, name the staff role, starting event, expected telephone change, PMS result and manual fallback. Remove features that sound attractive but have no operational owner.
If call billing is required, verify the direction and content of the charge message, currency, rate configuration, rounding and handling of rejected records. Ask whether the PMS recalculates the amount and how staff reconcile the result.
- Guest arrival and departure: the required changes to the room extension.
- Room move: which identity, permissions and scheduled actions should move.
- Wake-up request: confirmation, cancellation and the procedure for an unanswered call.
- Room status or charging: exact codes, mapping and the result visible to staff.
Agree licences, access and ownership
Check whether the PMS supplier charges for the interface, setup, middleware or ongoing support. Include network access, installation appointments and the people authorised to change each system.
Define who investigates a missing event and who can access the relevant logs. Establish suitable retention and access controls for any guest or call information the integration processes. Do not share production guest records for a sales demonstration.
Require a repeatable acceptance test
Use test rooms and test records, agree expected results beforehand, and record actual outcomes. Include a connection interruption and restoration: staff need to know whether missing actions require manual reconciliation.
Keep the final record with the handover and repeat affected tests after upgrades. The linked PMS service page explains the limited vendor facts currently verified for 3CX; your particular combination still needs confirmation.