The helper auto-fill feature is only available on the domain level. It's suggested that numbers be assigned at that level.

SMS Numbers

Enabling SMS allows text messages to be sent to the number. These messages are displayed as instant message pop-ups to logged-in agents. If no agent is logged in, the message will be emailed to users. 

Enabling SMS requires an extra fee and cannot be done instantly. Contact your representative for more information and pricing details.

Phone Hardware

This page lists all the phone hardware (both SIP phones and gateways) available to any domain assigned to your account.

While adding phones and gateways can be done here, the best option is to configure the options in the hotel domain.

Emergency Endpoints

This page lists the Emergency Endpoints related to any domain assigned to your account. While you can add emergency endpoints here, the best option is to configure them in the hotel domain.

Emergency Addresses

This page lists the Emergency Addresses related to any domain assigned to your account. While you can add emergency addresses here, the best option is to configure them in the hotel domain.

Call History

This page shows a history of calls for all domains assigned to the account. This page is mainly for troubleshooting and shows any calls to any domain assigned to your account. 

1. Filters: Sort the call history by date, domain, called number and dialled number.
2. Current Filters: The blue box shows the filter(s) currently applied to the call history.
3. Recording Storage Settings: Review and add storage configurations. 
4. Columns: Choose the columns presented in the call history results.
5. Scheduled Exports: Create a call records export schedule with a unique name, a frequency (monthly, weekly, daily, or immediate), an after-completion email or upload option, and an email notification.
6. Export: Exports filtered data to a CSV file.
7. SIP Flow:  View a SIP Ladder or SIP Call Flow Diagram of the call.
8. Cradle to Grave: View the call step by step, with timestamps in plain English.
9. Notes: Add notes to the call record.

Call recording buttons let you download or listen to the call recording.

Apps

List of Apps visible in the UC Hospitality Portal for Super Users and Resellers.

List of Apps visible at the domain level:

Domain Level - Overview

These are the pages available when editing a domain (i.e. Hotel).

Home

This page displays all active calls, a call graph, and system use statistics. It is identical to the Reseller home page, but only shows users and calls specific to the domain or hotel you are working on.

Call Center

Call Center Dashboard

The call center page displays a call queue's statistics and generates reports on demand or on a schedule. It provides an overview of the selected queue and a graph showing the number of active calls for the past 8 hours.

CONNECTanalytics

Allows the setup of a customized wallboard that displays many types of call queue statistics.

Reports

This page displays several different reports and allows a time frame to be set for each. Reports include:

• Queue Stats
  • Call Volume: Total calls by hour.
  • Calls Handled: Calls answered by hour.
  • Average talk time: in minutes.
  • Average wait time: in minutes.
  • Abandoned Calls: Calls in which the customer hung up before the agent answered.
  • Service Level: A percentage of total calls answered. If 4 out of 5 calls were responded to, the service level would be 80%. 
• Agent Stats: A breakdown of calls handled, talk time, average talk time, and average handle time for a given agent.
• Agent Availability: A breakdown of logged-in time, available minutes, lunch, break, and meeting time for a given agent.
• Dialled Number Stats: a summary of the outbound calling for a queue, rare in hospitality.
• Abandoned Calls: A summary of the callers who hung up before their call was answered. 

Any of these reports can be printed or downloaded as a CSV file.

Clicking the Email Reports button will automatically generate and email reports daily, weekly, monthly, or a combination of all three. 

Settings

Here, the Service Level Agreement can be set. This is the number of seconds a caller is allowed to wait before an agent answers. Custom statuses (i.e., reasons an agent is on the clock but not taking calls) can be added based on the use case to improve tracking.

Users

Here, new system users and rooms can be added. Note that users in UC Hospitality are a broader concept than the PBX portal. For example, guest rooms, common areas, conference bridges, queues, and ring group extensions are considered users. The Users article explains how to add and edit users, sites, departments, rooms, and common areas.

Unchecking the Hide System Users check box will display all system users, including guests, the operator call group, and the main auto attendant.

Conferences

A Conference bridge allows several people to call in and speak to one another. Note that the bridge, unless set, will not allow unlimited participants.

Add Conference

Navigate to the Conference tab, select the Add Conference button. The Modal opens to add a Conference bridge. 

Name: A  simple name for the bridge Type: Dedicated Conference Bridge: A bridge that is not assigned to a user and can be used by anyone. Default and recommended option. Owned Conference Bridge: A bridge assigned to a specific user.  Extension: The extension assigned to the bridge that internal users will dial to access the bridge. Owner: The extension of the user who owns the bridge. After this is set, it cannot be changed.  Direct Dial (Owned bridge type): The extension of the user who owns the bridge; again, this cannot be changed after it is set. Direct Dial Number: A DID can be assigned here. Note a DID must set as "Available Number" in the Inventory page to be available to assign here. Leader & Participant PIN: PINS can be used to add security to the bridge. Avoid easy-to-guess PINs such as 111111 or 1234. Max Participants: Set the maximum number of participants allowed on the bridge. Minimum Participants to start: At least this number of people must be on the call to begin the bridge. This is normally 2. Options: Require a Leader to Start: The bridge will not begin (i.e., people will not be able to talk to each other) until a user joins with the leader PIN. Requires a leader PIN to be set. Announce participant arrivals/departures: Announced when people join or leave the bridge. It can be distracting when there are many participants; use with caution. Prompt all participants for their name: If enabled, callers will be prompted for their name. Requires the above option to be enabled as well.

Auto Attendants

Auto attendants, also called IVRs (Interactive Voice Response), are systems that allow a main greeting to be recorded and route calls based on the caller's prompt selections. play an instructional message to a caller, allowing them to select from a set of options (e.g., "Press 1 for Sales, 2 for the GM…"). Auto Attendants can be set up with intro greetings that play only once. 

Add Auto Attendant

• Name: A  meaningful name for the auto attendant
• Extension: The extension assigned to the Auto Attendant can't be changed later.
• Time Frame: Set the time when this auto attendant will be active. Typically, this is set to default (all the time).

Edit Auto Attendant

Intro Greeting: This message is played only once upon entering the auto attendant. It is most commonly used to play a message that the call is being recorded.
Menu Prompt:  This is where the main IVR (Interactive Voice Response) greeting can be added, and calls will be routed based on the caller's prompt selection choices.
Dial Pad Menu: If the main greeting says to press 1, then 1 needs to be defined as a valid action in the IVR. To edit the action for a number, click on the number. The available options are as follows:    User: Send the call to a User. Note that in UC Hospitality, nearly everything is a user, including call groups. This is the most common option. Conference: Sends the caller to a conference bridge. Call Queue: Sends the caller into a Call Queue. Directory: Access to the company directory. Voicemail: Sends the caller directly to a voicemail box. Voicemail Management: This allows staff to call into their voicemail box to retrieve messages. External Number: Routes the call out of the system to an external number. Similar to the Voiceware forward IVR option. Play Message: Plays a preset message to the caller. Repeat Prompt: Plays the menu prompt again. Add Tier: Adds a new level with a new sound prompt and dialling options. An example use would be a main greeting that says, “For accounting, press 2.” If the caller presses 2, a new message plays, offering options for accounts receivable, accounts payable, etc. Some menu options include additional settings, detailed below.   Options Each dial pad menu level has the options (accessed from the gear icon): Enable Dial by Extension: Check this box to allow callers to dial extensions directly. Disabling dial-by-extension is recommended to prevent callers from dialling guest rooms directly.  If no key is pressed: What happens if the caller does not press any button? Options include repeating the prompts, ending the call, or following any of the numbered options.  If an unassigned key is pressed: What happens if the caller presses a key that has not been assigned? Options include repeating the prompt, ending the call, or following any of the numbered options. Time before first key press: How long the system will wait for the caller to press a key after the sound prompt ends. Default is 5 seconds.  Timeout after last key press: how long the system will wait for more digits before processing the digits entered. Default is 2 seconds.  Maximum key presses to collect: Set a number of digits to collect. Default is 5 digits. User - Caller ID Prefix: The text entered here will display as a prefix for the caller ID name or number on the admin phone. Used to denote what IVR a call came from (helpful for dual-brand hotels). Call Queue - Announcement: When a caller enters the queue, there are three announcement options: No Announcement: Says nothing to the caller upon entering the Queue. Announce number of callers in Queue: Tells the caller how many other calls are in the Queue at that time. Announce average expected wait time: Gives the caller an idea of how long their wait time will be. Call Queue - Caller ID Prefix: The text entered here will display as a prefix to the caller ID name or number on the admin phone. Used to denote what IVR a call came from (helpful for dual-brand hotels). Play Message - After the message plays: Selects what will happen to the call after the message is played.

Call Queues

Call Queues are used in a call center-like environment and offer various options for distributing calls to agents assigned to the queue.

Ring Groups are basic call groups. Simpler than Queues, the ring groups have static members and fewer settings.

Call Alerts work with Call Queues to alert hotel staff when calls to the Queue (typically the front desk queue) start being missed or have long hold times.

The Calls Queues page has three sections:

• Call Queues: Traditional queues for a call center setup offer the most options for handling calls. Note that parking spots are also called queues.
• Ring Groups: Simple call groups that will ring all group members.
• Call Alert: Used to set up alert calls that will be placed to admin staff should the front desk have too many calls waiting within a specific time, for example.

Add Call Queue

Select Call Queue from the left-hand vertical menu to add a call queue and click the "Add Call Queue" button. Once you have selected the call queue type, the modal reconfigures for the one you are building. For example, if you choose Call Park as the queue type, the Pre Queue Options, In Queue Options, and SMS tabs are not presented.

There are several different Queue types, as follows:

• Round-Robin: Routes the caller to the agent that has been idle the longest.
• Tiered Round-robin: Like round-robin, but allows escalating tiers (sets) of agents to be defined. Used in situations with primary and backup or level 1 and level 2 agents.
• Ring All: Rings all available agents.
• Linear Hunt: Routes calls to agents in the order they were added to the queue.
• Linear Cascade: Like Linear Hunt above, but will route calls to groups, not single agents, as defined when adding agents to the queue.

A set of additional settings is available for each of the above options. 

• Phone Number: Sets a DID for the queue.
• Record Calls: Sets if calls to the queue will be recorded. Has a transcription option as well.
• Statistics: Should statistics be gathered and recorded for the queue?

The final option for the Queue is Call Park. This selection sets up an extension that can park a call; thus, it has no further options.

From this point forward, configuring the hotel's call queue is essentially the same as creating a call queue for a Cloud PBX application. Please review the following articles:

Working with Call Queues and Configuring Options for Call Queues

Ring Groups

Ring Groups are simple call groups. Agents added to the ring group will be rung when a caller calls the group. This is most often used for the operator call group.

Select the Ring Groups Tab and click the "Add Ring Group" button to add a ring group from the Call Queues page.

Name: A meaningful name for the ring group Extension: The assigned extension for the group. Note this can't be changed once created.  Department: The department to which the group is assigned. Site: The site assigned to the group. Simultaneous Ring: Users can be added to the group here. Once added, they will ring whenever a call is placed to the group. A ring delay can be set for each user assigned to the group. Setting this will delay the ringing of the user's phone. This is useful when assigning a GM to an operator group. A ring delay can be set for the GM to allow the front desk staff to answer the call first. Ring Timeout: Sets, in seconds, the amount of time a call will ring the group before being sent to the unanswered destination (see below).  When Unanswered: Sets the location that an unanswered call will be sent.

Call Alert

Call alerts can be set up to notify hotel management when a specified number of calls are made to the hotel or when specific queue stats are reached or exceeded.

Call Alert Caller Number

To use this feature, make sure call accounting is enabled first. Once call accounting is enabled, the following options can be configured:

• Phone Number: Enter the number that will trigger the alert. The number must match the Caller ID exactly.
• Description: A human-readable reason for the alert.
• Alert Methods: There are three alert methods
  • Chat: Send an instant message in the web or mobile application.
  • Email: Send an email alert.
  • Pop-up: Displays a pop-up message in the hospitality console.

Open image-20230612-153221.png

Call Alert Queue Stat

Queue: Select the queue for which the alert will apply. Status Type: Select the type of data that the alert will apply to, options include: Abandoned Call: Total abandoned calls, regardless of the hold time. Adjusted Abandoned Call: Calls abandoned after being on hold longer than 10 seconds. This helps reduce the number of callers who might have dialled the wrong number or received robocalls. Average Answer Speed: An average of how quickly calls are being answered. Volume: Total number of calls waiting in the Queue. Condition: A mathematical operation for the status type. For example, send an alert if the queue volume exceeds 15 calls. Number Value: The number value to use with the condition to trigger an alert.  Alert Method Chat: Send an instant message in the web or mobile application. Email: Send an email alert. Pop-up: Displays a pop-up message in the hospitality console. Period Type to check and Period to Check: These two settings control the period during which the alert condition is checked. For example, if "adjusted abandoned calls" is the selected status type and the condition is greater than 10, the following will control the time referenced for the check. If set to 5 minutes, 10 calls must be abandoned within that period to trigger the alert. In general, the longer the check period is set, the more alerts will be generated. Testing and adjustment of these settings should be expected.

Time Frames 

Time Frames can be used to set up the front desk's hours of operation, for example (i.e., 7 a.m. to 9 p.m. daily). The time frames don't do anything on their own, but can be assigned to Auto Attendants and users' answer rules. Time Frames work the same way for a standard cloud PBX. For more information, please review the Working with Time Frames article.

Music on Hold

This page allows control of the music-on-hold used for this domain (e.g., a hotel). A default music file exists, and new sound files can be added. Once you navigate to the music-on-hold, the feature works the same as in a standard cloud PBX. For more information, please review Working with Music On Hold.

Inventory

The Inventory page lists these tabs:

• Phone Numbers: Used to manage the hotel's phone numbers.
• SMS Numbers: Used to manage numbers with SMS texting enabled.
• Phone Hardware: This is where all phones and gateways used at the hotel can be edited or new hardware added.
• Emergency Endpoints: This page links Emergency addresses to a phone number.
• Emergency Addresses: e911 addresses are added and verified here.

Phone Numbers

Phone numbers can only be added to a domain at the reseller level. If numbers are missing from this page, return to the reseller level (using the View All Domains button at the top left) and then add and assign numbers to this domain. A note of "room did block" must be added to the notes field to make a phone number available for assignment to a guest.

Edit

Enable Time Frames: This toggle indicates whether inbound calls are routed differently based on time frames. This needs to be enabled if inbound calls need to be routed to a cordless phone after hours, for example. If unsure, leave set to No.for the number
Timezone: Sets the timezone for the number. This will be the domain's default timezone, or, if using sites, the site's timezone if the site is in a different timezone.
Caller ID Prefix: At times, it can be helpful for calls to a certain number to appear on staff phones with an indication of which number the caller dialled. This can be useful in a dual- branded hotel (so the staff can answer with the correct hotel name) or when answering overflow calls for the restaurant. For example, any text here should be kept short, 1-3 letters, because the phone's display is often limited.
Enable & Disable Date: These settings can be used to activate or deactivate a number on a given date. The common use case is when a number is being ported in or out and has a future port date. Numbers marked as not active are not callable "on net," and any calls from a UC Hospitality system to these numbers will be routed externally.
Notes: A simple note field that can be used to help keep track of where numbers have been published, what providers they are on, and which staff member owns the number. To make a phone number available for assignment to a guest, a note of "room did block" must be added to the notes field.
Time Frame (if Time Frames are enabled, set to Yes): Here, rules for routing calls to this number based on time frames can be set. For example, if the hotel has a front desk closed time frame from 10 p.m. to 5 a.m. daily, this section can be used to route the call to a cordless phone at night and to the operator call group during the day.	The order of the rules is important. If the default time frame is ordered first, it will always apply, and the call routing will not change based on any time frame.

SMS Numbers

These numbers have had texting options enabled and will allow text messages to be sent to and from them. Enabling SMS on any number is at an additional cost and must be ordered from your representative. 

An SMS number can be assigned to a User or Queue if enabled. 

If assigned to a user, messages sent will appear in the user's web or mobile app; if the user is not logged in, they will be emailed to the user.

A queue SMS will need to be enabled in the queue setup options, and the types of initiation and termination messages set up.

Add/Edit SMS Number

Treatment: The three options are:

• Available Number: Does not route SMS to any number. Used for numbers that are not in use.
• User: Sends SMS numbers to a specific user.
• Queue: Sends messages to a queue for handling by its agents.

Phone Hardware

This page lists and allows adding or editing all hardware used in this domain. Hardware is SIP phones (typically admin, but could be guest-room SIP phones) or analog-to-SIP gateways.

Admin phones' speed dials can also be set up and changed on this page.

There are several buttons along the top:

• Phone Hardware: Where all phones and gateways used at the hotel can be edited or new hardware added.
• Filters: Sort devices by MAC address, Brand/model, Domain, extensions, and notes.
• Offline Hardware: This page lists offline devices and their last registration times.
• Offline Notifications: This page lets you set email alerts when devices go offline and manage them efficiently within the system.
• Blacklist: This allows an IP address to be entered to check whether it is on a blacklist. UC Hospitality will automatically block any IP that makes too many requests for non-existent configuration files or uses incorrect usernames/passwords. If your IP address appears on the blacklist, no phones will be able to download their configuration or register. Contact support for assistance.
• Import: Allows importing phone hardware from a CSV list. The template for this file can be downloaded from an option after clicking on Import.
• Export: Exports a simple CSV file of all phone hardware and assigned lines.

Button builder

Button Builder is a visual tool for configuring the phone's keys. It is available for most (but not all) supported phone hardware. 

To use, click on the blue gear icon. From there, click the phone button on the wire image, then edit it using the menu on the right.

• The Save as New Template option lets you save a phone configuration as a template and apply it to multiple phones simultaneously. This is useful for large deployments. 
• Some phones consider a smaller display a "sidecar," so the "Add Sidecar" option will be needed.
• When saving changes to a phone, use the save and re-sync option. Not all phones support cloud re-sync; in such cases, reboot the phone to apply changes.

Related article: Button Builder

Add a Gateway

Standard Gateway

1. Select the Inventory tab.
2. Select the Phone Hardware tab.
3. Click the Add button and select Add Gateway.
4. The Add Gateway Model loads. Select the Model from the Model dropdown.
5. Enter the Gateway's MAC address.
6. Select Autofill. The Autofill Ports modal opens. Select whether you would like to include Users, Rooms, and Common areas (this is specific to what is connected to the Gateway). Enter the starting and ending ports, then click Submit. A tone generator must be used to confirm the room/area associated with each port on the Gateway.

Related article: Grandstream - GXW4200 Series Gateways

PSG Gateway with Room Walk

1. Select the Inventory tab.
2. Select the Phone Hardware tab.
3. Click the Add button and select Add Gateway.
4. The Add Gateway Model loads. Select the Model from the Model dropdown.
5. Enter the Gateway's MAC address.
6. Select Autofill. The Autofill Ports modal opens. Select Room Walk. Room Walk allows a port to be assigned by dialling **room number (e.g. **103) from a phone. Select the start and end ports and use this feature, room to room, to assign the ports on the PSG Gateway. 

Emergency Address Add Edit Address

The addresses listed here will be used as the E911 address when making an emergency call.

Address Name: A simple name for the address. Usually, a hotel has only one address, but we still recommend providing it.

Caller Name: This name will be passed to emergency services. Use the full, correct hotel name.

Address, Country, State, City and Postal Code/Zip: Add the legal postal address of the hotel.

Location: This is where the call is placed inside the building. More specific location information assigned to users and rooms overrides this default.

Emergency Endpoints

Endpoints link an emergency address (see below) to a phone number. They are the numbers sent to emergency services.

• Enter the hotel's main number or other emergency callback number.
• Billing Address: Select the existing address from the drop-down menu. If no addresses are listed in the drop-down menu, STOP and create an Emergency Address first.
   

Call History

The Call History tab lists all calls made to, from, or within the domain. This page is usually used for troubleshooting call issues and includes several tools.

Once the domain is created, its overall functionality is very similar to that of the PBX portal environment you are accustomed to.

1. Filters: You can filter calls by date, user, department, site, called number, dialled number, call type, sentiment, and closing sentiment.
2. Block Number: Click this button to block calls from this number. 
3. Recording Storage Settings: Add a remote recording storage location.
4. Columns: Choose the table columns to show.
5. Scheduled Exports: Enter basic settings to schedule a call records export and configure options and filters for the export.
6. Export: Export filtered call history as a CSV.
7. SIP Flow: Each call has an SIP flow that displays the technical SIP setup and tear-down of each call, including which side ended the call. This is useful for higher-level troubleshooting of SIP issues. Hover over the score to see how it was generated.
8. Cradle to Grave: This section provides an easy-to-understand call flow, including who started the call, how long the hold time was, whether the call was forwarded or transferred, and who ended the call. 
9. QOS Score: Each call is assigned a QOS score based on objective call-quality metrics. If a user complains about poor call quality, but the QOS according to ConnectWare is high, the issue is likely with the physical phone or a local network issue. 

Paging

This page allows the creation of scheduled pages using an overhead paging system.

Add Schedule

Name: A simple name for the scheduled page.
Scheduled: If set to "No," the page will happen as soon as it's saved.
Default: Used to enable or disable the status.
Start & End Date: The start and end dates set the date range the page covers. For example, a page set to occur every Monday will happen every Monday between the date range set.
Audio: Audio files can be uploaded for use in the page.
Select Day: Enter any number of days here. The page will only happen on the days set.
Time: Sets the time (s) when the page will appear. Times can be added using the green plus icon.
Exception Date: Set the date or dates that would normally receive a page to add an exception and not receive a page.
Paging Extensions: Set the paging device extensions on the Users page.
Dialled Extension: If you wish to trigger the page manually, enter a number here and dial it from any phone.

The Remaining Two Tabs have been covered in separate articles linked here:

Hotel: Hospitality Configuration:  This article covers hotel-specific functionality.

Installation: The Installation Assist page and app list items to test and tasks to complete a successful installation. 

Additional articles related to UC Hospitality:

Adding Domains:  This article covers adding a hotel domain in the UC Hospitality Portal.

Users - Users in the UC Hospitality portal are often hotel guests. This article covers adding users in UC Hospitality.

Serial Box: This article reviews the options for installing a serial box.

Supported PMS and Accounting Systems:  Lists the supported platforms.