Voice application override functionality for reservation agents
Use override features in the voice application to create and modify reservations outside standard availability and policy restrictions when business needs require flexibility.
When business strategy requires selling rooms or rates outside standard parameters, the override feature provides controlled flexibility while maintaining operational oversight.
Override permission structure
Override permissions give hoteliers control over selling strategies while allowing authorized users to make necessary exceptions. You can configure specific override permissions for different user roles, enabling some users to override all elements or limiting access to specific override functions.
The system supports role-based override configurations where agents with no override rights can have their supervisor enter an override passcode for approval, allowing the agent to complete the booking while maintaining authorization controls.
Activate the override mode in the voice application
Follow the steps below to active the override mode in the voice application.
Select Override from the top menu from anywhere in the booking journey for the modal to appear.
Enter your override passcode.
Separate from your voice application login password.
Click Override mode to activate.
You will return to the previous screen with a yellow highlight bar across the top of the screen indicating override mode is active.
You can now perform any allowable override actions based on your user role configuration.
Once in override mode, proceed with the reservation as normal and you will be allowed to perform actions in line with your user override role.
The override will automatically end when you confirm a booking or cancel override mode and the highlight box will disappear.
📌Note: If you need another override later in the session, you must re-enter the passcode.
Canceling override mode
To cancel override mode before completing a transaction follow the steps below.
Select Override from the top menu from anywhere in the booking journey for the modal to appear.
Click cancel override.
Common override scenarios
Availability restrictions
When the system prevents bookings due to no availability, override mode allows you to create reservations for business reasons. The system maintains the red highlight indicator throughout the override process to keep you aware of the active override status.
Modification within penalty periods
When attempting to modify bookings within cancellation penalty periods, the system may display an error preventing changes. Override mode enables you to proceed with necessary modifications while maintaining awareness through the screen highlight indicator.
Cancellation policy exceptions
For cancellations that policy normally prevents, override mode allows you to process the cancellation when business circumstances warrant an exception. The system follows the same override activation and completion process.
Rate adjustments
You can make changes to actual rate values as part of new or modified reservations through the availability screen when in override mode.
Optional function overrides
Share-with and room-to-charge (RTC) functions may also be overridden as needed when your property utilizes these optional features.
📌Note: Override functionality works consistently across inventory, availability restrictions including RMS hurdle values and policies where the system normally enforces availability rules.