Many hotels still run on old phone systems. One standard system is the NEC PBX. But like all technology, it does not last forever. When an NEC system reaches end-of-life (known as NEC EOL), it means the maker stops updates, support, and parts.
This can result in dropped calls, poor sound quality, and dissatisfied guests. So, what should hotels do? They need a plan to replace the old system. But they want to avoid downtime that affects guest service.
Here’s how you can switch from an outdated NEC PBX to a better system, without disturbing your guests.
What NEC EOL Means for Your Hotel
Consider what happens if your old phone system stops functioning. Guests call the front desk, but the call drops. A guest needs room service, but the line is fuzzy. Calls that do not connect can lead to bad reviews and lost bookings.
NEC EOL means no more security updates or bug fixes. If something breaks, you might not find the parts. You may also pay more for repairs because fewer people are familiar with how to repair old systems.
The good news is you do not have to wait for a failure. You can plan ahead and change your phone system in steps.
Make a Simple Plan
First, make a clear plan. Write down all the ways your phone system connects with other parts of the hotel. For example:
- Does it link with your property management system (PMS)?
- Do you use wake-up calls?
- Do staff use the phones for housekeeping or maintenance?
This is where NEC PMS integration comes in. Many hotels use NEC phones connected to their PMS. When you switch, the new system must also link with your PMS. This keeps check-ins, check-outs, and guest requests smooth.
Install in Phases
A big worry is shutting down phones during the switch. You do not have to do it all at once. Many hotels install new systems floor by floor or wing by wing.
For example, start with a floor that is empty or has fewer guests. Install the new lines, test them, and train staff. Once that part is working, move on to the next area.
By working in phases, you keep phone service running everywhere else. Guests do not notice any change, except that their calls may sound clearer.
Test Before You Go Live
Do not skip testing. Before switching from the NEC PBX to the new system, check:
- Are calls clear?
- Do wake-up calls work?
- Does the new system talk to your PMS? (NEC PMS integration helps here.)
- Can staff reach each other on all devices?
Run practice calls. Have staff act like guests. Ensure everything functions as intended.
Train Staff First
Your staff will be the first people guests call when they have questions. If your team knows how to use the new phones, they can help guests quickly.
Give your staff short lessons on:
- How to answer video calls if the new system has them.
- How to transfer calls.
- How to check messages.
- How the phones connect with the PMS.
Keep Guests Informed
You do not need to tell guests every technical detail. But you can share small updates. For example, if you test phones in one hallway, post a note that says:
“Upgrading our phone service today for clearer calls. Thank you for your patience.”
Most guests will appreciate knowing why they might hear workers in the hall or see a technician.
Watch for Common Problems
Even the best plans can run into small bumps. Be ready to fix:
- Old wiring that needs replacing.
- Rooms where the PMS does not sync with the phone.
- Staff who still use old phone habits.
Keep a list of problems as you work. Solve them in each phase before moving on.
Why a Smooth Switch Matters
Replacing an outdated NEC PBX before it fails keeps your hotel running well. When you wait too long, you risk dropped calls and unhappy guests.
When you plan a switch step by step, you keep the service going. Your staff stays focused on guests, not on tech troubles.
Conclusion
If you know your system is at the end of life, do not wait for a big failure. Make a plan now. Talk with your tech team or trusted vendor. Determine which new system best suits your hotel.
Change does not have to be hard. A clear plan, staff training, and a step-by-step approach will keep your guests happy and your phones running smoothly.
