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Telephony: call rates, extensions & posting

What a guest call costs, which room an extension belongs to, and how a rated call lands on that guest's folio — behind a PABX provider seam.

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Who this is for: reach requires integration.telephony.manage to configure; call posting itself happens automatically from the PABX feed. Where: Integrations → Telephony

Nerve does not talk to a phone system directly — the call-record ingest sits behind a provider seam (a PABX/SMDR adapter), exercised in every non-production environment against an in-process stub. What this screen configures is everything on Nerve's side of that seam: what a call costs, which extension is whose, and where a rated call is posted.

Three tabs: Posted Rates, Internal Rates, Extensions.

Posted Rates and Internal Rates#

Both tabs share the same shape — a call-type code, a per-minute rate, and a minimum charge — and both are edited the same way (New rate, or the trash icon to remove one). The difference is what happens to the result:

  • Posted Rates are guest-billable. A call priced from this table posts to the guest's folio.
  • Internal Rates are for internal and administrative calls — front desk to housekeeping, say. They still price and record the call for reporting, but a rate with Not billed set never posts a folio charge, on purpose: an internal call is not a guest's cost to carry.

Extensions#

Each row maps an extension number to what it belongs to — a guest room today (the guest_room kind); the underlying model also supports mapping an extension to a department for internal/administrative lines. New extension asks for the extension number, its kind, the room it belongs to, and an Active toggle.

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There is currently no separate effective-dated history on an extension mapping — editing one changes the live mapping going forward, and Active is the only lifecycle state exposed. If your property re-cables an extension between rooms, be aware that this screen does not (yet) keep a record of what it used to point at.

How a call actually gets priced and posted#

This is automatic, not something you trigger here: the PABX feed hands Nerve a call record, Nerve resolves the extension to a room, looks up the applicable rate (posted or internal, by the extension's kind), and — if the rate is billable — posts the charge to that room's in-house stay folio through folio posting, the same posting path any other charge uses. Re-delivering the same call record does not double-post: posting is idempotent on the call's own id from the PABX feed.

What's next#