Account Preferences

Account Settings > Account Preferences

This tool allows you to configure some of your preferences when it comes to how your account is configured. After you have selected your desired preferences, ensure to hit “Save Changes” located at the bottom of the page for your changes to apply.

Below we will walk you through and define each of the various settings on this page:

• Record Inbound Calls (No Charge): This gives you the ability to turn off call recordings for Inbound Calls should you desire. As a Revinate Best Practice, this should always be set to “Yes”.
• Hold Hub Calls Until Agent Take: This gives you the ability to stop calls from routing into HUB. As a Revinate Best Practice, this should always be set to “Yes”.
• Hub Hold Time: This gives you the ability to set how long you would like a guest to hold in Hub before being sent to voicemail. As a Revinate Best Practice, we recommend setting this to between 45-60 seconds. NOTE: Should you have RezForce as a product, this would also dictate how long a “New Reservation” caller waits before rolling over to RezForce during office hours.
• RezForce Answer After Hours: This setting only applies should you have the RezForce product, and determines whether or not calls route to RezForce after your office is closed. This setting cannot be edited. If you wish to make any changes, please reach out to your Customer Success Manager .
• RezForce Answer Overflow: This setting only applies should you have the RezForce product, and determines whether or not calls roll over to RezForce during office hours if your staff is unable to answer calls before meeting the “Hub Hold Time” threshold. This setting cannot be edited. If you wish to make any changes, please reach out to your Customer Success Manager .
• KPI Scoring Template: This setting allows you to choose which KPI Scoring Template you wish to use for your account.
• Payment Collection Method: This setting allows you to choose your preference for your Payment Collection Method in Hub. All calls where credit card information is collected must be muted by following one of the three below procedures

 All Digit Press:

• Agent advises the guest that "For security purposes, I am going to send you to our automated credit card collection prompt. Let me know when you are ready to enter your credit card."
• In HUB, agent clicks on the "credit card" icon located in the lower right hand corner to send the guest to the automated credit card collection prompt. They will be prompted to manually enter their credit card number, expiration date and 3 or 4 digit CVV code into their telephone key pad. All of the information will automatically appear in HUB for the agent to copy and paste into the property management system.
• Once the agent is done collecting the credit card information from the guest, they will click on "Complete" to resume the recording. NOTE: The call recording will remain paused until the agent selects "Complete" from the take payment section of HUB.
• If a pause is not detected on a Booked Call Result, the system can be set to automatically delete those recordings!

All Voice:

• In HUB, agent clicks on the "credit card" icon located in the lower right hand corner to pause the recording.
• Agent can capture the credit card information verbally, and enter the credit card information directly into the property management system.
• Once the agent is done collecting the credit card information from the guest, they will click on "Cancel" or "Complete" to resume the recording. NOTE: The call recording will remain paused until the agent selects either "Cancel" or "Complete" from the take payment section of HUB.
• If a pause is not detected on a Booked Call Result, the system can be set to automatically delete those recordings!

Voice, with CVV via digit press:

• In HUB, agent will click on the credit card icon located in the lower right hand corner to pause the recording.
• Agent can capture the credit card information verbally, and enter the credit card information directly into the property management system.
• Agent advises the guest that "For security purposes, I am going to send you to our automated security code collection prompt. Let me know when you are ready."
• Agent will click "Request Security Code" in HUB to send the guest to the automated security code collection prompt. After the guest follows the prompt and manually enters their security code, the information will automatically display in HUB for the agent. They can then enter the security code into the property management system.
• Agent will click "Complete" to resume the call recording. NOTE: The call recording will remain paused until the agent selects "Complete" from the take payment section of HUB.
• If a pause is not detected on a Booked Call Result, the system can be set to automatically delete those recordings!

The settings that follow, allow you to grant additional permissions for those that hold either the “Supervisor” or “Agent” roles in your account. For each of these settings and how they apply to the individual roles, you will have the option to choose; “All”, “Their Own” or “None”.  NOTE: Additional agent permissions are limited to the first 5 permissions. The ones that follow are only available to “Supervisors”.

• Can Listen to Call Recordings: This setting gives you the ability to choose whether or not you allow Supervisors and or Agents to listen to everyone’s calls, their own or none at all. Note: If a Supervisor would be doing any duties of call auditing or scoring, then you would want to select “All” for their permission level.
• Can View/Edit Call Scoring: This setting gives you the ability to choose whether or not you allow Supervisors and or Agents to view everyone’s coaching sessions, only their own or none at all. Supervisors are the only role that you have the ability to configure to all be able to edit coaching sessions as well.

• Can Access Reports Menu: This setting gives you the ability to choose whether or not you allow Supervisors and or Agents to have access to the “Reports” menu in the system.
• Can Modify Call Results: This setting gives you the ability to choose whether or not you allow Supervisors and or Agents to be able to edit everyone’s call results, only their own or none at all. Note: If a Supervisor will be assist with auditing calls for your staff, then you would want to select “All” for their permission level. As a best practice, we typically have agents set to “None”.
• Can Export Data with “Report” Button: This setting gives you the ability to choose whether or not you allow Supervisors and or Agents to be able to exporting data from the various reports in the system.
• Can Create/Edit Coaching Sessions: This setting is applicable for Supervisors only. This gives you the ability to choose whether or not you want to allow Supervisors to create and or edit coaching sessions in the system.
• Can Edit Agent Configuration: This setting is applicable for Supervisors only. This gives you the ability to choose whether or not you want to allow Supervisors to create and or edit users in the system.
• Can Create Scoring Templates: This setting is applicable for Supervisors only. This gives you the ability to choose whether or not you want to allow Supervisors to create and or edit call scoring templates in the system.
• Can Create/Edit Campaigns: This setting is applicable for Supervisors only. This gives you the ability to choose whether or not you want to allow Supervisors to create and or edit campaigns in our Marketing tool.