How do I work with users in the UC Hospitality Portal?
Table of Contents
Prerequisites: The User Tab in the UC Hospitality Portal Adding A User Editing a User Profile Compliance with Kari's Law and the Ray Baum's Act What is Kari's Law? (USA, but UC is compliant if set up) What is the RAY BAUM'S Act? (USA, but UC is compliant if set up, and extra fees are billable for a pseudo DID and a corresponding 911 entry.) Additional charges would apply.) Bulk User Actions Answering Rules Voicemail Adding a Site Edit a Site Add/Edit Departments Rooms Add Room Edit/Room Common AreasPrerequisites:
Access to the UC Hospitality Portal with a scope of Office Manager or greater.
The User Tab in the UC Hospitality Portal
New system users, sites, departments, rooms, and common-area phones can be added.
- Unchecking the Hide System Users checkbox will display all system users, including guests, the operator call group, and the main auto attendant.
Adding A User
- Navigate to the "Users" Tab.
- Select the "Add User" Button.
- The "Add a User" Modal Opens
The "Add a User" Modal
| First & Last Name: Users' first and last name or their position (i.e. Front Desk 1). A user's first and last name (along with their extension) can not be changed once the user is added. Users log in based on the extension and the hotel's domain name. |
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Extension: The user's extension number. A user can only be assigned one extension. A user can have several devices assigned to them via the phones page when editing a user. The extension can not be changed. The extension is also part of the username a user uses to log in to the system. For example, “301@hiltondallas “. |
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| Department: An organizational unit that can be created and assigned to users. Call Queues and Ring Groups can be assigned to departments. Departments are optional and are typically used in larger hotels, and they might include the sales and PBX teams. |
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| Site: Used for a dual-brand or multi-building hotel setup. Users will rarely be assigned to a site, but rooms are assigned more often. |
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| Email Address(es): Enter the user's email address here. More addresses can be added using the green plus sign button. |
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| Emergency Address: Select the user's physical location as the emergency address, typically the hotel's address. If no emergency addresses are listed, stop and create an emergency address and location on the Inventory Page. |
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User's Scope: By default, a user's scope is "Basic User"; the user types are listed below, along with their basic functions.
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| Enable Voicemail: Denotes if the user should have voicemail. Enabled in most cases. |
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Add Phone Extension: Indicates whether the user has an extension that others can call.
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Password: Enter the user's password. Password must contain 8 characters, at least one capital letter, and can not be part of the user's extension.
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| Voicemail Pin: Enter the user's voicemail PIN, numbers only. |
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Editing a User
Once a user is created, additional settings can be edited. The sections below cover the new options available after user creation.
Profile
| Overwrite with Site Defaults: If set to yes, when the user entry is saved, any site defaults (e.g., timezone, emergency Caller ID) are applied. |
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| Timezone: Sets the user's time zone. |  |
| Record User Calls: Enables or disables call recording for the user. |
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| Hide Recordings in Domain-Level Call History: If checked, the users' call recordings will not be displayed on the domain-level dashboard. |
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Caller ID: Sets the Caller ID that is sent on outbound calls. Phone numbers must be added to the domain via the domain-wide Inventory page. |
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| Dial Permission: Sets the types of calls the user can make. |
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Emergency Address: After adding a user, you must edit their entry and set an emergency location to direct emergency responders to the user who placed the emergency call. |
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Compliance with Kari's Law and the Ray Baum's Act
What is Kari's Law? (USA, but UC is compliant if set up)
Kari's Law ensures anyone can reach a 911 call center when dialling 911 from an MLTS. The law is named in honour of Kari Hunt, who was killed in a motel room by her estranged husband in 2013. Her daughter tried to call 911 four times, but the calls never went through because the motel's phone system required dialling "9" before any call to secure an outbound phone line.
Under the statute enacted on February 16, 2020, MLTS vendors and manufacturers must configure new systems to support direct dialling 911. The system must also notify a central location on- or off-site, such as a front desk or security kiosk. The notification will alert that a 911 call was placed and include a callback number and information about the caller's location.
What is the RAY BAUM'S Act? (USA, but UC is compliant if set up, and extra fees are billable for a pseudo DID and a corresponding 911 entry.) Additional charges would apply.)
RAY BAUM'S Act emphasizes the importance of making dispatchable location information from all 911 calls available to PSAPs, regardless of the technological platform used. The FCC states, "dispatchable location means a location delivered to the public safety answering point (PSAP) with a 911 call that consists of the validated street address of the calling party, plus additional information such as suite, apartment or similar information."
Awareness and Notification: Someone Dialled 9-1-1
- While a 9-1-1 call is routed directly to the PSAP, someone onsite at the organization or facility should simultaneously be notified that a 9-1-1 call has been made. This serves two purposes. First, it enables people to prepare for the arrival of first responders (e.g., opening doors, accessing elevators, clearing pathways, etc.). Second, it empowers people to contain or deal with the situation until the first responders arrive."
Bulk User Actions
From the "Users" Tab, edit the user by double-clicking the user or selecting the "Edit/Pencil" Icon, then select "Advanced" from the drop-down for a specific user, or select multiple users and select the "Bulk Action" Button. You can also reset users and force password resets as additional bulk actions.
- Send welcome emails. The Welcome Email has a 24-hour expiration date. If creating the users in advance, send them when appropriate.
Answering Rules
Here, rules like forward, do not disturb, call screening, simultaneous ring, and time frames can be set up.
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Allow/Block: Here, a list of allow or block numbers can be configured.
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Add Rule
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Voicemail
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Inbox
Data
Greetings
Notifications
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Adding a Site
Sites are used to support a dual-brand hotel. While users can be assigned to a site, they rarely are. Rooms, however, will be assigned a site in a dual-brand hotel. To add a site, navigate to the "Users" tab in the left-hand navigation, select the "Sites" tab on the Users page, and click the "Add Site" button.
The Add a Site modal loads. Fill in the fields and click the"Add Site" button.
- Site Name: Enter a simple name for the site.
- Time Zone: Select the site's time zone.
- Area Code: Enter the area code, usually the same as the domain's.
- Caller ID Name: When users assigned to this site make calls, this Caller ID will display. It usually is the same as the domain's Caller ID.
- Emergency Address: If the site has a different physical address, a new Emergency Address, a location description and an Endpoint need to be created and assigned to it.
- Dial Permissions: Set the calling permissions for users assigned to this site.
- Device Defaults: Default additional settings for all devices can be added here. For example, if a VLAN is being used and all Snom phones need that setting (vland_id=nn), it can be set here. If you have a mix of phones and gateways, all overrides can be set here, each on its line, and UC Hospitality will apply the correct overrides to the proper devices.
Edit a Site
Once a site is created, additional settings can be edited. The sections below cover the new options available after site creation. Select the site, then click the "edit" icon, the "music-on-hold" icon, or the "delete" icon. You can also click on the site name to edit it.
Emergency Notifications: When an emergency call is placed, there are three alert notification options.
- Notify Via Phone Call: List the users who will be notified via a voice message that an emergency call has been placed.
- Notify via Phone Message: The user will be notified via a phone message that states the extension that dialled the emergency call.
- Notify via Email: Will send an email alert message to all email addresses listed.
Edit Music on Hold
Each site can have custom music-on-hold assigned to it that differs from the default. However, unless changed, the default will apply to all sites.
Add/Edit Departments
Departments can serve as organizational units and might include Sales and the PBX, for example.
Click the "Add Department" button to add a new department, select the edit icon to update the department, or click the trash icon to delete it. Departments consist of only a department name.
Rooms
Rooms are guest rooms and suites. Common areas like the Lobby have a separate section.
Add Room
Select the "Rooms" tab on the Users page. To add a room, click the "Add Room" button. The Add Room Modal loads.
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Edit/Room
To edit a room, select the ellipsis (three dots) beside the room and select the "edit" Icon, the first icon. The Edit Room modal loads.
The fields we reviewed above are listed. Once the room has been added, a Registration tab will appear, showing all phone hardware (usually 1) registered to the room and its status: red for offline, green for registered.
Common Areas
Common areas are places like the Pool or the Lobby, not guest rooms. Select the "Common Areas" tab on the Users page and click the "Add Common Area" button.
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