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 to have a pseudo DID and corresponding 911 entry is set up. 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 Users first and last name (along with their extension) can not be changed once the user is added. The users login based on the extension and the domain name of the hotel. |
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Extension: The users 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 that a user will use to log into the system. For example “301@hiltondallas “. |
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| Department: Departments are organizational units that can be created and assigned to users. Call Queues and Ring Groups can be assigned to departments. Departments are optional and are normally used in larger hotels and might include the sales and PBX teams. |
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| Site: Sites are used for a dual brand or multi-building hotel setup. Users will rarely be assigned to a site, but rooms commonly are. |
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| Email Address(es): Enter the users email address here. More addresses can be added using the green plus sign button. |
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| Emergency Address: Select the emergency address for the users physical location, normally the hotels address. If there are no emergency addresses listed stop and build an emergency address and location in the Inventory Page. |
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User's Scope: Normally a users scope is “Basic User”, however the user types are listed below along with their basic function.
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| Enable Voicemail: Denotes if the user should have voicemail. Enabled in most cases. |
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Add Phone Extension: Denotes if the user has an extension that can be called by others.
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Password: Enter the users password. Password must contain 8 characters, at least one capital letter, and can not be part of the users extension.
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| Voicemail Pin: Enter the users 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 defaults assigned to a site (i.e. timezone, emergency caller ID). |
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| Timezone: Sets the users 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 what type of calling the user can perform. |
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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 location of 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 provide an 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 to have a pseudo DID and corresponding 911 entry is set up. 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 on 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 reset 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 setup.
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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.
- Timezone: Select the time zone for the site.
- Area Code: Enter the area code, usually the same as the domain's.
- Caller ID Name: When calls are made from users assigned to this site, 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, location description and 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 and 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 options for alert notifications.
- Notify Via Phone Call: List the users that 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 is different from the default. However, unless changed, the default will apply to all sites.
Add/Edit Departments
Departments can be used as organizational units and might include Sales and the PBX departments, 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 that shows all phone hardware (usually one) 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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