Grant Call Management Permission

Room extensions start out with no ability to manage each other’s calls. To let front desk or other staff redirect, transfer, park, and monitor guest calls, you assign them the call service permission described below.

How call permissions are organized

Cloud Voice controls call-management rights on your PBX (Private Branch Exchange, the phone system that runs your extensions) at the group level. The first time you turn on hotel management, the system creates an extension group named Hotel Room Group and automatically enrolls every extension you assign to a guest room.

Membership in this group comes with one of three user types, each carrying a different set of default rights:

• Manager: Can open the Extensions page and the Operator Panel in the Cloud Voice App and act on calls:
  • Extensions page: redirect, transfer, park, or retrieve internal calls.
  • Operator Panel: redirect, transfer, park, or retrieve calls; drag and drop a call onto another destination in your organization; pull calls straight out of an IVR (Interactive Voice Response, the automated “press 1 for…” menu that answers callers) no matter which menu they are in; and change an extension’s presence (the availability status shown for an extension, such as available, busy, or away).
• User: Cannot manage calls at all.
• Custom: Rights you define yourself to match how your property operates.

Every room extension is a User by default, so out of the box nobody can touch another guest’s calls. To put someone in charge, typically the front desk, you promote them to Manager by granting the call service permission. Once granted, they can run guest calls from the Cloud Voice App.

Note

The default rights for each user type are not fixed. If they do not fit your workflow, adjust the permissions for the group’s members from the extension group settings.

Grant the permission

1. Sign in to the PBX web portal and open Hotel Management.

2. On the Hotel Settings tab, create a permission rule.

   

   a. In the Client Configuration Permission for Hotel Management section, click Add.

   b. Open the Extension drop-down and choose the extension or extensions that should receive the permission.

   c. Under Permission Type, select the Call Service checkbox.

   d. Click Save.

Tip

Grant the Call Service permission only to staff who genuinely need it, such as the front desk. Anyone you promote can redirect, transfer, and pull any guest’s calls, so keeping the list short protects guest privacy and reduces mistakes. You can select more than one extension in the same rule.

Result

The extensions you selected become managers of the hotel extension group and can manage calls from the Cloud Voice App.

Note

For the steps front desk staff follow to work with guest calls, see Manage Guest Calls.