The Class of Service (COS) Module is used to deny or allow extensions granular access to the dial plan. The ComXchange has six types of Class of Service by default that can be edited to meet the requirements of dial plan access the hotel wants to allow or restrict. You can also add new Class of Services to meet specific needs. The four Class of Services that have guest in the name are available to be used to restrict guest calls by default and would be assigned to a guest extension either in the Hotel Dashboard, the phone console Guest Management App, or by the PMS interface. While any of the Class of Services are available to be applied to Staff extensions the HousePhone and the StaffRestricted would most likely be used. Staff extensions are not assigned a class of service by default. Navigate to Core Configuration > Class of service. From here You can edit, add, or delete a class of service.
- GuestRestricted - Default checked out Class of Service.
- GuestUnrestricted - Default checked in Class of Service.
- GuestLocalOperator - Can be set in the Hotel Dashboard, the Guest management phone app, and some PMS interfaces to allow guests to specified internal numbers, local external numbers and the external operator.
- GuestLocalOnly - Can be set in the Hotel Dashboard, the Guest management phone app, and some PMS interfaces to allow guests to specified internal numbers, and local external numbers.
- HousePhone - Usually used to restrict calls that can be placed by internal common area (House) phones such as Pool phone or Lobby phone, etc.
- StaffRestricted - Usually used to restrict calls that are in staff common areas such as break rooms
Class of Service Makeup
Each class of service defines the parts of the dial plan that are allowed or denied and they are broken up into four parts in separate tabs; Staff Extensions, Guest Extensions, Outbound Routes, and Feature Codes. You can drag and drop the options such as extensions to the Allow or Deny Sections, You can also use the double arrows to move all of the items at the same time.
General Tab
The General Tab is where you define the name of the Class Service and choose whether or not the class of Service will be available for use by guest extensions or not. If Allow Guest Extension use is set to yes. The Class of service will Appear and be able to be assigned in the PMS Class of Service Tab. These will also be available to be assigned in the Hotel Dashboard and guest management phone app.
Staff Extensions Tab
In the Staff Extensions tab you choose which Staff extensions are allowed to be dialed by the dial plan and which ones will be denied.
Guest Extension Tab
In the Guest Extensions tab you choose which Guest Extensions are allowed to be dialed by the dial plan and which ones will be denied.
Note: Default Room to Room calling permissions can be set in the PMS interface and restricted or allowed in the Hotel dashboard or guest management phone app. This allows calls to guest rooms to be denied at a room level if room to room calling is a desired default behavior but needs to be restricted sometimes or the opposite without restricting calls to Guest Extensions in the class of service.
Outbound Routes Tab
In the Outbound Routes tab you choose which Outbound Routes are allowed or restricted for the extensions using this class of service. This can be used to force extensions to use a specific set of outbound routes.
Feature Codes Tab
In the feature Codes tab you choose which feature codes are allowed or restricted for the extension using this class of service. You can use Feature Codes such as Miscellaneous Applications to allow guests to dial destinations in the internal dialplan such as the front desk ring group with out giving direct access to the staff extensions.
Common examples would be the miscellaneous application for Operator, the Room Status feature Code, My Voicemail and Guest Set Wakeup.
Assigning a Class of Service
Staff Class of Service
Assigning a Class of Service to a Staff Extension is done in the Extensions Module. It can be assigned while creating the extension or by editing the extension.
- Navigate to Core Configuration > Extensions.
- Click on the edit icon for the extension that is being assigned a Class of Service.
- click on the Other tab.
- Choose the Class of Service from the drop down for the Class of Service field.
Guest Class of Service
The Guest Class of Service can be assigned automatically by a PMS interface usually with the default Check in or Checkout COS. You can view or change the assigned Class of Service in the Hotel Dashboard < --Add a Link> or by viewing the extension in the Guest Management Console App See more information here
Guest Management App.
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