Browser Console
- Aaron Bailey
Logging In
To log into the browser console open a web browser (i.e. Firefox® or Google Chrome®) and point to the Voiceware IP address (this IP address will be provided by the Voiceware installer and in most cases a shortcut or bookmark will also be provided). You will then be presented with a login page. Enter the username and password provided, ensure that Browser Console is selected from the drop down and click Submit.
Navigation
After you log-in the main browser console screen will appear. This screen displays a list of all rooms in the hotel along with information about those guests.
Calling a Guest
To make a call to a guest, locate the guest in the browser console and then click the “Call” button. This will make your desk phone begin to ring. Next pickup your desk phone and the guest’s room phone will begin to ring. Once the call is complete simply hang up the phone to end the call.
Transferring a Call
While you are speaking with a guest the Transfer buttons will become active. To perform a transfer click on the Transfer button for the guest or admin you wish to transfer to. This will immediately transfer the caller to the new party.
For example if you call Emma and she wishes to speak with Scott click the Transfer button for Scott (with Emma on the phone) the call will be transferred and Emma and Scott will be connected together.
Setting a Wakeup Call
To Setup a wakeup call first click on the alarm clock icon with the red X through it for the guest you wish to setup the wakeup call for.
Next click the “New Wakeup Call” button. A new window will appear allowing a wakeup call to be quick-set for a preprogrammed time or set for a specific time manually. Quick-set wakeup calls are one-time only calls, manually set call can be set for one time only or to reoccur daily, week days, or weekends. A future date for the call can also be set if desired. Once finished click Save.
Room Details
PMS Information Tab: This is the default view of the guest record and displays the basic information about the customer including their language, names of room occupants, etc…
Check a guest in our out: This button allows a guest to be checked-out, or if the room is empty a new guest to be checked-in. This button is normally not used (and might not be visible) as the Property Management System (PMS) will usually handle guest check-in and check-outs.
DID: Clicking this button will toggle the guest’s Do Not Disturb status. Any calls to the guest while they are in DID mode will be sent directly to voicemail and will not ring the guest phone.
MWI: Clicking this button will turn on the guest message waiting lamp on the guest’s room phone. This is normally used in conjunction with the drop in voicemail feature (see below).
Voice Mail: This button will allow the placement of a predefined message into the guest’s voicemail in box. These messages can be set up by the Voiceware technician and can include messages to notify the guest that they have a package waiting at the front desk or checkout instructions for example. Please consult hotel management for a description of the messages available to you.
Change Calling Permissions: This button can be used to change a guest’s calling permissions from their room phone. Clicking this button will bring up a menu will all available calling permission types. Simply click on the desired new calling permission and it will be set and saved.
Change DID: Here a guest DID (direct inward dial, aka personal phone number) can be assigned, changed or removed. To use simply click on the Change DID button and then select the DID you wish to assign to the guest from the drop down list. Once assigned (or changed or removed) the guest’s information will be updated to reflect the new assignment.
Change Name: This button allows the modification of a guest’s name. Note that in some cases this button will not be available. We also normally recommend that if a Property Information system is in use that a guests name be updated there and the Property Information system will automatically notify Voiceware of the change.
Wakeup Calls Tab: Here a list of scheduled wakeup calls is displayed along with buttons allowing the setup of new wakeup calls or the clearing of all currently set wakeup calls.
Call Details Tab: This tab shows all the guest calls including the date and time, length, and change for the call. This list is ordered from oldest call to the newest.
Wakeup History Tab: This tab displays a history of the guest’s wakeup calls and if they were answered, not answered, or if the line was busy.
A PDF report can be generated on the Call Details or Wakeup History tab by clicking on the Get PDF button.
Other Tabs
Calls: This tab will show any active guest calls.
Extensions: This tab contains a full list of admin extension numbers and names. Both the call and transfer buttons work the same here as they do on the rooms tab.
Details: This tab is described in detail on page 3.
Missed Wakeups: Here a list of every missed wakeup call for the last 24 hours will be displayed. This tab will blink if a wakeup call is missed since the last login.
Phone: If enabled this tab can be used as a softphone to make or receive calls.
Top Row Buttons
Group Wakeup: This button allows the setup of a wakeup call for guests by affiliation. If there are no guests with an affiliation currently checked in this button will not display. When clicked you will be able to setup a wakeup call for everyone belonging to one affiliation (i.e. the wedding party).
Group Message: This button is used to send a drop in voicemail message to guests by affiliation or to all guests currently checked in. This button might not be visible if your system has no predefined drop in messages. Otherwise this button works the same as dropping in a message for an individual guest (see Voicemail on page 3 for more information).
Paired to XXX: This button allows you to pair (link) a desk phone with the browser console. To change the phone pairing click on the button and enter a new extension number.
Day Mode: the system can be placed into day mode (the default, normal business operations) or into one of up to nine different night modes. These modes can be configured by the Voiceware technician and their effect on the system differs depending on what was requested during installation, see the hotel management for a full description of each night mode.
Get Call Logs: This button will generate a PDF file containing all calls made by all guests within the selected date range. It can also be used to generate a report of wakeup calls also within a date range.
Help: This button will present this document as a PDF.
Logout: This button will log out the current user.