Set Up Video Calls

Quick Setup

Turn on Video Call, then set guest entry points and the weekly schedule. This takes about 10 minutes.

This guide helps you let guests start video calls, decide who rings, and test alarms. You can route calls to legacy alarm codes or a staff member's paired Streamliner account. The page has three tabs: Settings, Alarm, and Activity. Settings combines entry-point toggles and the weekly schedule. The old Entry Points & Hours and Staff Schedule tabs now open Settings. The Alarm tab only handles paired video-call alarms. Check-in and checkout alerts live in Push Notifications. Guests only see Video Call during open windows when the schedule is on. Windows without staff ring every alarm device. If the schedule is off, guests can start calls at any time. You can set multiple time windows for each weekday. You can also receive alerts and recall missed calls. The timezone shows as a chip and includes a Change link to hotel settings. The check-in entry point now uses AVA Check-In in configured summaries.

Small screens

On narrow screens, the Alarm tab stacks the device list and action buttons. You can still pair, rename, and remove devices without horizontal scrolling.

Legacy links

Older bookmarks to the removed tabs now open Settings. That keeps old links working after the schedule merge.

Bulk Night Shift setup

If you manage several hotels, use Night Shift → Overview to set the shared night window. That bulk flow can also create staff routing and alarm device links for each selected hotel. Use this page later to review or edit those settings.

Caller widget ownership

Check-in v3 now creates and saves a unique clientInstanceId in browser session storage for each tab. This keeps the active call tied to the tab that started it. It also prevents a second guest tab from seeing or controlling another guest's active call on the same merchant. If another tab owns the active call, Streamliner shows Busy instead of call controls. Only the owning tab can rejoin, cancel, or end that call. The same ownership rule applies to staff sessions that answer a support call or recall. If you refresh the page, return to the same tab that accepted the call. Use that tab if you need to rejoin it.

Tab	What It Controls	What You Use It For
Settings	Turns video calling on and sets the weekly schedule	Guests see Video Call during open windows
Alarm	Manages paired video-call alarms and labels	You connect and test devices
Activity	Shows missed, cancelled, rejected, and ended calls	You can recall a guest device
Timezone	Shows the hotel timezone used for schedules	You change it in hotel settings
Status	Current state	You know if calls are active

AVA Portal mobile shell

If you use AVA Portal, incoming video-call alerts route through the native shell. You will not see a browser permission prompt there. The caller widget still opens the same way.

Set Staff Shift Routing

Use staff routing when only the team on duty should hear the call. Overlapping shifts are allowed, so more than one person can be on duty at once. Each window stores the staff members and alarm devices that should ring. Night Shift bulk activation can also create routing from the shared night window. Those generated windows use device-only assignees and are labeled for Night Shift.

Staff picker behavior

The Add staff picker stays inside the visible viewport. It moves focus into the list when it opens. Press Escape or click Cancel to close it.

1. Go to Settings → Communications → Video Call
2. Open Settings
3. Wait for the full settings to load
4. Turn on Limit video calls to operating hours
5. Add a window for each weekday you want to cover
6. Set the start and end times for the window
7. Click Add staff
8. Search for the staff member and select them
9. Select one or more alarm devices for that shift
10. Click Save changes

✓ Calls during that window ring only the selected staff devices. ✓ More than one staff member can share the same time window. ✓ If a day has no windows, the page uses fallback behaviour. ✓ If a window has no staff, it rings every alarm device.

Route calls to a paired Streamliner account

Use this option when a staff member should receive calls on every active AVA device.

1. Click Add staff in the schedule editor.

2. Select an employee with an active paired AVA device.

3. Select Paired Streamliner account under Alarm target.

4. Save the schedule.

   ✓ The schedule keeps the paired-account target. ✓ Calls ring all active devices paired to that account. ✓ Suspended devices and disabled property preferences do not receive the alarm.

The option is unavailable until the employee has an active account binding. Existing alarm-code targets continue working after you add paired-account targets.

Plan Access

• Settings and Activity require a paid Video Call plan.
• Alarm requires Push Notifications.
• Staff assignment inside Settings requires Push Notifications.
• Free-tier accounts see an upgrade prompt instead of the Video Calls page.

To upgrade, go to Settings → Billing & Subscription.

Step-by-Step Setup

1. Go to Settings → Communications → Video Call

2. Open Settings

3. Turn on AVA Check-In and/or Chat widget

4. Turn on Limit video calls to operating hours if guests should follow a weekly schedule

5. Click Save changes

   ✓ The status dot turns green and shows "Video calling is enabled." ✓ Guests see Video Call on the selected entry points.

Discard changes

Click Discard to undo changes before you save.

6. Open Settings → Customizations → Push Notifications

7. Under Device level: browser notifications, turn on the toggle and allow the prompt

   ✓ The status chip shows Enabled.

   

8. Return to Settings → Communications → Video Call and keep Video Call on

   ✓ Incoming calls now trigger a call prompt.

   

Incoming call ringtone

Incoming calls now play a ringtone with the browser alert. The ringtone stops when you accept the call, dismiss the toast, or the call ends. Authenticated staff can still hear it for calls from another enabled property.

Ended-call alerts

When a support call ends, Streamliner closes the matching incoming-call alert and ringing card. You may still see a non-ringing Call Ended alert. You do not need to dismiss the old ringing alert manually.

9. Open a self check-in screen (CCI) and confirm Video Call appears in the top bar

   ✓ Guests can start a call from the check-in screen.

   

10. Review Recent Video Call Activities and use Recall when a guest needs another call

✓ You can reopen the guest's device after a missed or cancelled call. ✓ Staff recalls appear in the activity list with a Staff recall label.

Set Guest Hours

Use the weekly schedule when guests should only start calls during front desk hours. This works best when your team has split shifts or different evening coverage. The schedule always uses your hotel timezone. The header shows a live status pill and the current day's row gets a TODAY badge. If you use Night Shift bulk activation, the same window can also become the shared entry-point hours.

1. Go to Settings → Communications → Video Call

2. In Settings, turn on Limit video calls to operating hours

3. Check the Timezone chip

4. If it is wrong, click Change

5. Update your Timezone in Settings → Essentials → Hotel Basic Details

6. Return to Video Call and add one or more open periods for each weekday

7. Use Copy Mon → weekdays, Copy Mon → all days, Set 24/7, or Clear all to fill faster

8. Use Open this day when a day stays closed

9. Click Save changes

   ✓ The status pill shows Open now or Closed now. ✓ The status pill can also show the next open or close time. ✓ Guests can only start calls during open windows. ✓ This only limits guest-started calls. ✓ Long-lived check-in sessions update automatically when the schedule changes. ✓ Invalid times show red borders and helper text. ✓ The coverage bar helps you spot gaps and overlaps.

Safe schedule fallback

If schedule data is incomplete or malformed, Streamliner loads a safe fallback schedule. You can still open the page, review the editor, and save a corrected schedule.

Read-only timezone

The timezone on this page always matches your hotel timezone. Use the Change link to open Settings → Essentials → Hotel Basic Details.

Recall a Guest

Use Recall when a guest missed, cancelled, rejected, or ended a call.

Before You Confirm

The recall modal now shows a warning message before you start the new call. This helps you avoid interrupting a guest who is still active.

1. Go to Settings → Communications → Video Call

2. Find the guest in Recent Video Call Activities

3. Select Recall

4. Confirm the recall when prompted

   ✓ Streamliner starts a new call to the same guest device. ✓ The guest sees an incoming call prompt again. ✓ You also see an amber warning box before you confirm. ✓ If you refresh the page, the same staff tab keeps the recall session. ✓ Another tab stays on Busy until you switch back.

During a Call

Use these controls when a call is connected.

Control	What It Does	Where You See It
Mic	Mute or unmute yourself	Call controls
Camera	Turn your camera on or off	Call controls
Share screen	Share your screen or a window	Call controls (minimized or fullscreen)
Fullscreen	Expand the call view	Call controls

Share your screen

1. During a connected call, click Share screen

2. Choose a screen, window, or tab

3. Click Share

   ✓ The other person sees what you share. ✓ The button shows Sharing.

Stop sharing

Click Stop sharing or use the browser's Stop button.

Troubleshooting

Call notifications do not appear

What you see: No pop-up when a guest starts a call.

Fix:

1. Open Settings → Customizations → Push Notifications
2. Confirm the browser status shows Enabled
3. Allow notifications for Streamliner in your browser settings
4. Refresh the page and wait for a new call

A call alert keeps ringing after the call ends

What you see: The call ended, but an Incoming Video Call alert or ringing card remains.

Fix:

1. Confirm the call ended in Settings → Communications → Video Call → Activity.
2. If you manage multiple properties, select the property that received the call.
3. Refresh the Streamliner page once.
4. Contact support if the alert remains after the refresh.

Calls stop after you switch properties

What you see: Calls worked before. Then you switch properties and calls stop.

Fix:

1. Stay on the property you want to receive calls for
2. Refresh the Streamliner tab
3. Wait 10 seconds so the widget reloads
4. If calls still do not appear, sign out and sign in again

Toggle will not stay on

What you see: Video Call turns off after refresh.

Fix:

1. Check your internet connection
2. Turn the toggle on again
3. Click Save changes
4. If it turns off again, contact support

Status stays gray

What you see: The status shows "Video calling is disabled" after you turn it on.

Fix:

1. Turn Video Call off, then on again
2. Click Save changes
3. Refresh the page
4. If it stays gray, contact support

"Not saved" stays visible

What you see: A "Not saved" badge stays on the page.

Fix:

1. Click Save changes
2. Wait for the success message
3. Refresh the page if it stays

Guests do not see the Video Call button

What you see: The check-in screen does not show Video Call.

Fix:

1. Confirm Video Call is on and saved
2. Make sure you are testing Self Check-In (CCI), not assisted check-in or pre-arrival
3. Refresh the check-in screen

Guests cannot call after hours

What you see: Guests do not see Video Call, or the settings page shows Closed now.

Fix:

1. Go to Settings → Communications → Video Call
2. Check Limit video calls to operating hours
3. Confirm today's time window is open
4. Check the read-only Timezone chip matches Settings → Essentials → Hotel Basic Details
5. If it does not match, update Timezone in hotel basic details and save
6. Return to Video Call and click Save changes
7. If you just crossed into a new time window, wait for the next transition or refresh the check-in screen

Calls still ring every device

What you see: A guest call rings more alarm devices than expected.

Fix:

1. Open Settings
2. Confirm the current day has a saved window
3. Check that the window covers the current time
4. Open the window and confirm the right staff members and devices are selected
5. Click Save changes again
6. If you want fallback behaviour, leave that day without a window

Paired-account target is unavailable

What you see: The staff picker does not show Paired Streamliner account.

Fix:

1. Open Alarm Devices inside the AVA mobile shell.

2. Pair the staff member's AVA device with the correct Streamliner account.

3. Confirm the device is active and the property alarm preference is on.

4. Return to the schedule editor and select the employee again.

   ✓ The picker shows Paired Streamliner account when an active device is available.

Paired-account target cannot be saved

What you see: Saving reports that the account has no active paired alarm device.

Fix:

1. Confirm the employee still has access to this property.
2. Sign in again if the paired device is paused.
3. Check that Receive incoming-call alarms for this property is on.
4. Save the pairing, then save the video-call schedule again.

Timezone looks wrong

What you see: The timezone on the Video Call page does not match the property.

Fix:

1. Go to Settings → Essentials → Hotel Basic Details
2. Check the property Timezone
3. Update it if needed and save
4. Return to Settings → Communications → Video Call
5. Confirm the read-only timezone now matches

A schedule window looks missing

What you see: A day or time window does not match what you saved.

Fix:

1. Open Settings → Communications → Video Call
2. Review the weekday schedule and add the missing window again
3. Click Save changes
4. If the issue returns, contact support

Validation errors appear

What you see: A time field turns red, or you see overlap or end-before-start text.

Fix:

1. Check the day with the red border
2. Remove the overlap or move the end time after the start time
3. Use Clear all if you want to rebuild the schedule
4. Click Save changes again

Screen sharing does not start

What you see: Clicking Share screen does nothing or the browser blocks it.

Fix:

1. Make sure the call is connected
2. Allow screen sharing in the browser prompt
3. Refresh the page and try again

Recall is disabled

What you see: The Recall button is disabled or you see a "Try again shortly" message.

Fix:

1. Refresh the page.
2. Wait a few seconds for the activity list to finish loading.
3. Confirm the guest call shows a finished status.
4. If you just switched properties, stay on the correct property and try again.

Recall opens in the wrong tab

What you see: You start or rejoin a recall, but another tab takes focus.

Fix:

1. Go back to the tab that accepted the recall.
2. Refresh that tab if it looks stale.
3. Close duplicate tabs for the same staff session.
4. If the wrong tab keeps taking over, sign out and sign back in.

Calls open in the wrong tab

What you see: An incoming call or recall opens in a different browser tab.

Fix:

1. Close duplicate tabs for the same guest or staff session.
2. Reload Streamliner on the tab you want to use.
3. If you answered the call in another tab, return to that tab to rejoin.
4. If the issue keeps happening, sign out and sign back in.

Another tab shows busy

What you see: You open a second tab and only see a busy state.

Fix:

1. Switch back to the tab that owns the active call.
2. Use that tab to rejoin, cancel, or end the call.
3. Close extra tabs if you keep opening the widget twice.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Video calls still do not appear after enabling notifications
• ❌ The toggle keeps turning off
• ❌ The issue lasts longer than 30 minutes

Helpful to include:

• Screenshot of the Video Call settings
• Screenshot of your browser notification settings
• Time the issue started

Related Guides

• Push Notifications
• Set Up Vouch AVA Alarm
• Support Takeover