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How do I work with Users in the UC Hospitality Portal?

Updated at May 28th, 2025

Table of Contents

Prerequisites: The User Tab in the UC Hospitality Portal Adding A User Editing a User Profile Answering Rules Voicemail Adding a Site Edit a Site Add/Edit Departments Rooms Add Room Edit/Room Common Areas

Prerequisites:

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

  1. Navigate to the "Users" Tab.
  2. Select the "Add User" Button.
  3. 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.

 

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 “.

 

 
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.

 
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.

 
Email Address(es): Enter the users email address here. More addresses can be added using the green plus sign button.

 
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. 

 

User's Scope: Normally a users scope is “Basic User”, however the user types are listed below along with their basic function.

 

  • No portal: the most restrictive user type, does not have access to the portal or browser console.
  • Basic User: Has access to the portal and browser console but no permissions beyond that.
  • Call Center Agent: Used for agents assigned to a call group.
    • Users in a ring group don’t need to be assigned as call center agents.
  • Call Center Supervisor: Has the ability to manage call queues including adding and removing call center agents from queues.
  • Office Manager: Can add and delete users along with making changes to the auto attendant and operating hours.
  • Site Manager: Allows a user to see and edit most settings. It's not recommended that hotel staff be given this level of permission.
 

 
Enable Voicemail: Denotes if the user should have voicemail. Enabled in most cases.

 

Add Phone Extension: Denotes if the user has an extension that can be called by others. 

  • If this is unchecked the user must still be assigned an extension as its part of their login. However the extension will not be callable by others.
 

 

Password: Enter the users password. Password must contain 8 characters, at least one capital letter, and can not be part of the users extension. 

  • A users password is optional. If not set the user will be sent a email asking them to create a new password upon login.

 
Voicemail Pin: Enter the users voicemail PIN, numbers only. 

 

 

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).

 
Timezone: Sets the users time zone. 
Record User Calls: Enables or disables call recording for the user.

 
Hide Recordings in Domain-Level Call History: If checked the users call recordings will not be displayed on the domain level dashboard.

 

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.

 
Dial Permission: Sets what type of calling the user can perform.

 

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.

 

 

Answering Rules

Here, rules like forward, do not disturb, call screening, simultaneous ring, and time frames can be set up. 

Allow / Block: Here a list of allow or block numbers can be setup. 

  • Allow: Callers on this list will bypass call screen and server-side DND (not DND set on the phone itself).
  • Block: Calls from this number will receive a fast busy or be disconnected.

Add Rule

  • Time Frame: Sets a time when the below rules will be in effect. By default the conditions enabled (i.e. DND) will always be on. 
  • Do not disturb: Enables DND, calls to the user will be sent to voicemail if enabled. 
  • Call Screening: When a user is in call screening mode any incoming caller will be asked to record their name. Their name will then be played to the user when they answer the call. The user will be given the option to accept the call (1), send the caller to voicemail (6) or drop the call (7).
  •  Call Forwarding
    • Options include:
      • Always: follow call forwarding in all cases.
      • On Active: forward the call when the caller is on a call.
      • When Busy: forwards the call when the user is already on a call.
      • When Unanswered: forwards when the user fails to answer the call.
      • When offline: if the user assigned phones are all offline (i.e. during a power outage), the call is forwarded.
  • Simultaneous Ring: Allows calls to the users extension to only ring the users primary phone, all their assigned devices, or co-ring an off-site phone. 
    • Simultaneous ring: Check this box to enable the following rules.
      • Include user’s extension: If checked incoming calls will also ring the users primary phone.
      • Ring all user phones: Checking this box will ring all phones assigned to the user, not just their primary phone.
      • Answer confirmation for off-net numbers: Checking this box will require calls sent to a users cell phone for example to be confirmed before being connected. This helps prevent a users cell phone voicemail box from answering all calls to a user.
  • Just ring users extension: The default behavior, calls will simply ring the users extension.

 

Voicemail

Inbox

  • Options
    • Sort voicemail box by latest first: Reverses the default sort order.
    • Announce voicemail received time: When retrieving voicemail will tell the user what time the message was received at.
    • Announce incoming caller ID: When retrieving voicemail the system will read back the callers number.
  • Operator Forward: Sets the extension to send the caller to if they select to be transferred to an operator.
  • Number of Messages: Shows the current number of messages in the inbox with a link to clear all messages.
  • Copy to Extension(s): If messages to this user should be copied to another users inbox that users extension can be added here. More than one user can be added using the green plus sign button.
  • Voicemail Transcription: Enables or disables voicemail transcription.
    • Options:
      • Send email when mailbox is full: Notifies the user via email when their inbox is full.
      • Send email after missed call: Sends the user a notification when they miss a call even if no voicemail is left.

Data

  • Limit: The size limit of the users inbox. 10MB by default.
  • Used: A display of the size of the users inbox. Clicking the Clear data link will reset the users voicemail box to default, deleting all personal greetings and fax data.

Greetings

  • Voicemail Greeting: By default a voicemail greeting stating the users name and asking them to leave a message is created when the user is created. This message can be downloaded or new messages can be created uploading a custom sound file, using built in text to speech, or recording a new message via the phone. To create a new message click the Manage button then Add Greeting.

Notifications

  • Email Notifications: If checked (default) the user will receive a email notification of a new voicemail.
  • Voicemail Reminders: Send repeat reminder notifications
  • Phone Notification: Calls the specified users or numbers to notify there is a new voicemail
  • Phone Reminder Recipient(s): Enabled when Phone Notification is enabled to add recipient(s).
  • Notification Interval: The time between repeat notifications in minutes. 

 

 

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. 

  • Emergency Address & Caller ID: Use the drop down to select the emergency address and caller ID assigned to this domain. 
  • Additional Location Data: This is the additional information needed to identify the location of the calling party. This information is required by law and has a limit of 60 characters. This additional information is sent to the 911 operators and in turn first responders to aid in finding the person who made the emergency call in a large building.   When adding rooms in bulk the system will apply the room number as the location information, this setting is only used in the rare case where some location info needs to be added to all rooms and is the same for all rooms.
  • From and To:  A start and end range of rooms to add can be set here. To add only one room make the From and To the same. 
  • Prefix: A simple prefix that is added to each room. Normally "Rm" or "Room". 
  • Policy:  This drop down allows the empty rooms calling permissions to be set. 
  • Site(Only available if sites have been setup):  A drop down to select the site that the room belongs to.

 

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. 

  • Emergency Address & Caller ID: Use the drop down to select the emergency address and caller ID assigned to this domain. 
  • Policy:  This drop down allows the empty rooms calling permissions to be set. 
  • Name, Extension and Additional Location Data: In these three boxes, the common area's name and extension can be set. In addition there is Additional Location Data. This is the additional information needed to identify the location of the calling party. This information is required by law and has a limit of 60 characters. This additional information is sent to the 911 operators and in turn first responders to aid in finding the person who made the emergency call in a large building. Using the green plus icon additional rooms can be created at the same time, each with its own name, extension, and additional location data.

 

 

 

 

 

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