Manage user accounts, roles and override permissions.
You can manage user accounts, roles, and override permissions through the Agent Settings menu in your voice application. The system supports three main user types with different capabilities, plus customizable override roles for specific booking scenarios. All users receive automated welcome emails with access credentials, and session management ensures security with automatic timeouts.
⚠️Important: User creation and role assignment permissions vary by user type. Managers have full access, supervisors can manage agents, and agents can only modify their personal settings.
Manage your own user settings in the voice application
Follow the steps below to learn how to manage your own user settings.
Click Agent Settings at the top of the screen to access your user management options. It is located to the left of the date and time
.Override code: Add or change your override passcode.
Password: Change your voice system access password.
Language: Default language for confirmation emails triggered when you create a reservation unless another language is chosen for that guest.
Date format: Personal display preference.
Default chain: For multi-chain access, this selection appears upon login.
Dark mode: Enable by checking the box for personal screen display.
Start on results: Automatically starts call timer on availability search and requires end call reason when no booking is confirmed.
Delegated auth settings: Single sign-on (SSO) configuration for companies using centralized authentication.
Click Update to save any changes to your settings.
Create new voice application users
Follow the steps below to create a new voice application user.
Go to Agent Settings.
Click Create New to add a user and the modal will appear to enter the details.
Enter the username.
Enter the first name.
Enter the last name.
Enter the email address.
Select the user type from dropdown:
Agent: Create reservations and access reporting.
May also be assigned override permissions by supervisor or manager.
Supervisor: Same as agent plus additional capabilities.
Create, modify, and delete users.
May be assigned override permissions by manager.
May assign override permissions to agents.
Manager: Same as supervisor plus additional capabilities.
Create, modify and delete override roles.
Book group block reservations prior to begin sell date without using override function.
Optionally check Enable Override if assigning an override role.
If enabled select the specific override role from dropdown.
Select language from dropdown:
This is the default language for confirmation emails triggered when they create a reservation unless another language is chosen for that guest.
Select date format.
Check box or boxes for the Chain/Hotel Group Setup for the user to have access to.
These chain or hotel groups are based on CRS property configuration.
Click Insert to save.
📌Note: Users receive automated welcome emails with credentials upon account creation.
Override roles
Managers can access the user access roles tab to create, modify, delete and override roles.
⚠️Important: Supervisors and managers can enter their override code when an agent is in the middle of a reservation to add another layer of security.
Create an override role in the voice application
Go to Agent Settings.
Go to User Access Roles.
Enter a role name for internal reference.
Use descriptive names for easy identification.
Set permissions for each override capability:
Full: User can override this restriction.
None: User cannot override this restriction.
Modify or cancel reservations inside cancellation policy: Override policy restrictions for reservation changes.
Create or modify reservations after group cutoff date: Override cutoff date restrictions for group reservations.
Create or modify group reservations with no allocation: Override inventory limitations for group bookings.
Create or modify reservations before group begin sell date: Override future begin sell date restrictions.
Create or modify reservations when rooms not available: Override inventory availability restrictions.
Override rate values: Enter rate values manually.
Override restrictions, including sell limits: Override CRS or RMS restrictions such as hurdle values, minimum stays, and closeouts.
Override guarantee policy: Modify booking requirements like credit card guarantees.
Create and break share-with reservations: Override share reservation inventory requirements.
Override room to charge: Override room type availability restrictions.
Guest Purge Profile: Ability to purge a guest profile on request.
Click Create New.
Override reasons
Managers can define override reasons through the messages menu to track why agents use override capabilities.
Outlined below are the steps to configure override reasons for the voice application.
Click Messages at the top of the screen.
Go to Override Reasons.
If you have multi-chain access, select the appropriate chain from dropdown.
Click Add Override Reason for the modal to appear.
Select chain or hotel group from dropdown (if applicable).
Enter the code identifier for the override reason.
Enter the sort order for display sequence to agents when overriding.
In the next field enter a description of the reason for agents to see when overriding.
Check Require Note to force agents to enter comments when overriding.
Check Active to enable this reason in the system.
Click Create to save.
Session management and security
The voice application automatically manages user sessions for security.
Session timeout: 20 minutes of inactivity triggers automatic logout.
Warning period: 15-minute mark displays a 5-minute warning popup.
Session renewal: Choose to renew your session during the warning period and continue working.
Automatic logout: System logs you out automatically if no action is taken during warning period.
Re-login: Sign back in anytime to start a new session.