Establish the starting point
Record current numbers, extensions, routing, service keys and the people who manage the carrier and PMS. Save authorised configuration backups and confirm that the records match the working system.
Ask front office when rooms can be accessed and which dates or events rule out a change. Identify the duty manager who can authorise a pause. Document existing faults before the project starts.
Pilot a complete call journey
Use a representative room and the reception team that will operate the system. Follow a call from the room to reception, through a transfer and to the agreed external destination where required. Include any approved PMS workflow.
If the design links old and new PBXs, test both directions and the available concurrent call paths. Verify that staff can tell which procedure applies during coexistence. Resolve dial-plan conflicts before extending the pilot.
Write the change and fallback instructions
A change sheet should contain the sequence, owner, expected interruption, test at each stage and the point at which the team stops. Set an observable fallback trigger, such as an essential reception route failing its acceptance test.
Describe how the old route would be restored, how long that action is expected to take and any dependencies that prevent immediate reversal. Coordinate number or trunk changes with the carrier; do not assume they can be undone instantly.
- Before: confirm staff briefing, provider readiness, backups and access.
- During: record the time and result of each change and acceptance check.
- If a check fails: pause, inform the duty manager and follow the agreed decision.
- After: confirm room mapping, remove obsolete instructions and log remaining work.
Hand over to the next shift
The team taking over after installation needs the same information as the team present during the work. Provide a short operating sheet, an extension list, the fault-reporting route and any temporary limitations.
An open-hotel migration is not a promise of zero interruption. Use the assessment to agree an achievable change window and a fallback that your property’s staff can actually follow.