Users

Admin users can make outbound calls from any phone connected to the system using their own calling permissions. For example, let’s say that a GM is inspecting an empty guest room. Normally the phone in that room can make only room to room calls. Using the method described below an admin can make an outbound call to any number they could normally call from their desk phone.

To use this feature the admin needs to dial:

[admin extension] * [admin pin] * [phone number]

For example:

302*4422*917825551234

In the above example the admins extension is 302, their PIN is 4422, and the number they wish to dial is 91-782-555-1234.

Hotdesk

Hotdesking allows a user to log in or out of any Device not assigned to a user. This might be used in an open office environment where the users prefer to sit at a different desk every day, or where users share desks between a day and night shift.  There are three steps to enable this feature.

1. Check “Allow Hotdesk Login” in the user’s page.

2. Add a Device to the system without an assigned user.

3. Create both a login and logout extension in the Dial Plan.

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Recordings

The Add Manager and Manage Users sections can be used to setup users as managers of other users. This in turn allows the managers to view and access call recordings for their subordinates. Keep in mind that this also requires the “Access to Call Recordings” to be checked for the user being setup as a manager.

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Permissions

This page (also accessible from the Rooms and Guests page) is used to setup the call restrictions that are then assigned to users and guests.

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Time Period List

This feature allows time rules to be set for permissions. For example, if a hotel had a policy where guests could make room to room calls between the hours of 8am and 7pm daily Time Periods could be used to enforce these rules. Using this example, the Time Periods would be setup like so: Quiet

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Enter the name that the user will use to log into the system. The Username may be composed of letters and digits and must not contain spaces or special characters. It is recommended that usernames be generic (such as “GM” or “FD1”) because the username is the only field that cannot be changed later.

The user’s first name.

The user’s last name. If no last name is entered the user will not be searchable in the directory.

The user’s e-mail address that will be used for Voice Mail forwarding (as an attachment to the email).

Sends only a notification that a voicemail has been received but does not attach the voicemail as a file to the email.

This drop-down allows selection of the language this user prefers to use while in the voicemail system.

This drop-down sets the users time zone. Normally this will be the same as the system default time zone and should only be changed if the user works offsite in another time zone. This will affect the time displayed on the user’s phone.

Enter the number that will be shown on the caller ID when this user makes (not receives) a call, if left blank the system will use the default entered in the Settings page.

Enter the user’s password here. Note that the Install user (not admin) should have its password changed from the default.

The system will provide a suggested PIN, but you may override this by entering a different PIN here. Four digits (numbers only) is recommended and no more than eight digits maximum. The PIN is used for outside or perhaps inside (see below) access to the user’s voicemail system. If the user will be designated a voice recorder (who can re-record IVR voice prompts), the PIN will be needed to access that subsystem as well.

This check box allows the user to access their voicemail without entering their pin number but only from an assigned device. Leave this unchecked to require them to enter their pin each time they access their voicemail from any device. Regardless of this value, system IVR voice recorder access will always require the user to enter their PIN.

If this user needs to enter their PIN for all outbound calls check this box, otherwise outbound calls do not require a pin. This is only needed if there is a concern about unauthorized people using this phone (such as might be the case if this phone being placed in a public area).

Not used, leave set to default.

Allows a user access to each system page. Note that a user cannot grant themselves more access if they have access to the Users page.

This is the default state of this user, normally this should be left as “Normal”. This status can be changed on the user’s phone as needed. Note that this setting takes precedence over DND or forwarding set on the phone itself.

This dropdown allows a preexisting Find Me/Follow Me group to be selected. If used a caller who dials the user’s extension will use the Find Me/Follow Me extension list rather than the normal route (usually a call rings a single device assigned to that user). For more information on Find Me/Follow Me see the Dial Plan chapter.

Use this dropdown to select what calling permissions the user will have. By default it is set to “None” but in most cases this will need to be changed. Hotel staff should have Room-to-Room, Local, and Long Distance in most cases.

This simple check box allows the user to setup wakeup calls via the Wakeup Call Setup Dial Plan extension (see Dial Plan à Wakeup Call Setup for more information).

This gives the user a softphone built into the Browser Console. Not all PCs will have speakers or a mic so this feature can be disabled as needed.

If checked this user will be allowed to transfer their calling permissions, voicemail, and other user features from phone to phone by logging into any available SIP phone. For more information about Hotdesking see the Hotdesking section at the end of the Users chapter below.

Check to allow this user access to the call recordings from others. A user always has access to their own recordings.

If checked the system will record all the users incoming calls. The recorded file will be available from the Personal link under the Recordings sidebar section and from a link on the CDRs page.

If checked the system will recording all the users outgoing calls. The recorded file will be available from the Personal link under the Recordings sidebar section and from a link on the CDRs page.

If this box is checked and the user has voicemails forwarded to their email, then the voicemails will be deleted after they are emailed. This might be useful to keep system memory free and so the user does not have to delete voicemails they received via email. This is especially important for users who have State permanently set to “Forward” to an outside number.

WARNING: If this box is checked and there is no email address added to the account the system will simply delete the voicemails upon receipt.

Used to access Queue reports (see Queues description for more information).

If this box is checked the user will have access to change IVR prompts and directions. This should only be allowed to system administrators or select property staff. It will be necessary to enter both an extension number and a PIN to access the Sound Recorder function.

Define the user’s extension (if any). A new extension can be added at this point or be chosen from a list if extensions have already been defined. The extension can be changed later if needed using the Dial Plan page. See the Dial Plan chapter for more information on extensions.

Enter the users extension, i.e. 315.

Checking this box will allow someone from the IVR to dial this extension. This is normally checked.

A DID can be assigned to the user here. Note this list is comprised of DIDs that have already been added to the system via the Dial Plan page.

Check this box if this user is given a voicemail box, if left unchecked this user will be unable to receive voicemail. Note that a user may have 180 messages in their box at a time.

Checking this box will list the user in the staff directory that is available in the IVR system. Note that Guests are never listed in the directory.

This field shows the number of seconds that a call will ring to a user before something happens (see Timeout Action below).

This dropdown allows the selection of what will happen to an unanswered call. The options are Voicemail (send the caller to the users Voicemail box), Extension (send the caller to a defined (below) extension), and Hangup (hangup on the caller after the defined timeout).

The extension number the system should forward the caller to upon timeout (above). This can be any internal extension or outside number as dialed from a phone (i.e. include a 9 at the beginning if the number if one would normally need to dial 9 before making an outside call).

When adding a new user a new device can also be added at the same time or one can be assign if has already been entered into the system. As noted in the overview above, you can choose to add a device now or add a device using the Devices page later.

Select from the drop down the type of device that is being added (SIP, IAX2, Local, Dahdi). In almost all cases this will be SIP. For information on non-SIP devices please see the Devices page.

The name in this field is how this device will be displayed in the system and in any dropdowns that contain devices. It is recommended that the device name be the same as the user’s extension.

This is a description of the device and should reflect weather the device is a guest room phone, front desk device, or some other location. It is recommended not only that this field is used, but that the data entered here follow a schema and be understandable. Data in this field can be helpful for troubleshooting and a little time spent now will save lots of time later. We recommend always using “Room [#]” or “Rm [#]” for guest rooms. This is also the device name displayed on other devices when applicable (SIP to SIP calling for example).

Enter the location of the phone in this field. This information is passed to the 911 operator along with the address of the building. This field has a 60 character limit.

An optional notes field, has no system effect.

This field allows the setting of a password and a password is randomly generated every time a new device is added. The password created is strong and it is recommended that it be used with all new SIP and IAX2 devices. DO NOT EVER MAKE THE SECRET THE SAME AS THE EXTENSION NUMBER.

This is the number of lines the device has. Most SIP devices have two lines and most normal guest room phones have one. Consult the devices user’s manual for information about how many lines it has.

SLA stands for Shared Line Appearance. If the phone is part of an SLA group it can be selected here. Creating groups and general SLA information is found in the Devices chapter.

Note: for all other SIP settings please see the Devices page.

View Users:

Displays a list of all users currently in the system, this is the default view when entering the Users Screen (navigates away from the Settings page).

Add Users:

Functions the same as the Add Users button above the user list.

Hotdesk Mapping:

This shows a current list of all users able to hotdesk and their currently assigned device (if any). More information about hotdesking can be found in the Users section.

View Skins:

Displays the default Voiceware skin and allows that Skin to be edited, a new skin to be defined, and a skin set as default. Any changes made here will require a system reboot.

Note that not each option found under the skin edit page is going to be outlined here. Most are self-explanatory and if not are easily experimented with. Note that under General à Page Title the text “{$smarty.session.welcome}” will display the systems name as the page title.

Import Skins:

Allows Skins to be imported from other systems.

Banner Options:

If a custom banner (i.e. brand name) needs to be included it can be uploaded here for use in Skins.

Manage Fonts:

Fonts can be managed here, including the download from Google of many new fonts. This is not normally used but can lead to a high degree of system customization.

Personal, Manage Users, Queue, Archived, & Add Managers:

This section is used to access, listen to, organize, and delete recorded calls. Note a user may only see and edit calls made or received by themselves or by those they manage (see departments).

Zones:

Zones are user defined blocks of 1 or more rates to disallow calling to. For example a rate named “Deny LD” might include the rates of Long Distance, Canada, Caribbean, and Premium. These zones can then be used for the different permissions levels (see below). Zones are basically just a bucket of calling rates to simplify the creation of calling permission sets. Note: This is much different then Zones in Voiceware 1.0 where in zones were based on pattern matching of numbers dialed, now they are directly related to outbound rates (see Dial Plan à Outbound Rates for more information on rates).

Permissions:

Clicking this link will display a list of the system default permission groups. We strongly recommend that “Phone Suite/PMS Permissions ID” be set to match the PMS system in use. Normally room calling restriction codes will need to be obtained from the PMS vendor. Setting up a new permission set (Room-to-Room + LD) for example can be accomplished here and uses the zones defined above.

Time Restriction:

Allows rules to be setup that in effect setup times were permissions are in effect, and outside those times a user or guest does not have calling permissions. This feature is not commonly used.

Printable Extension List:

After all users and Rooms have been added to the system it might be helpful to use the “Printable Extension List” link to print out an extension list for hotel management and installers files. This list can serve as a helpful tool in troubleshooting the system later.

Logout:

Here the current user can log out to allow a different user to log in.

Hotdesking is a feature where in a user can sit at any desk and then assign that phone to their User account. Once finished the user can un-assign themselves from that phone and sit at a new desk and assign themselves to a new phone tomorrow.

To enable this feature there are several things that must be done.

1. Check the Allow Hotdesk Login check box in the user account (Users Page)

2. Create both a log in and out extension using the extension types “Hotdesk Login” and “Hotdesk Logout” (Dial Plan)

3. Setup at least one device that is not assigned to a user or room. A hot desking user cannot log into a phone assigned to someone else.

To login a user is going to need both their agent number (extension number) and their PIN.