Set Up Video Calls

Quick Setup

Turn on Video Call, click Save changes, and allow browser notifications. This takes about 5 minutes.

This guide helps you let guests start video calls and set guest hours in Streamliner. Guests only see the button during open hours, and the screen updates at each schedule transition. 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.

Setting	What It Controls	Outcome
Video Call	Turns video calling on or off	Guests see Video Call on the self check-in screen
Operating hours	Limits guest calls to property-local hours, with multiple windows per weekday	Guests only see video calls during open windows
Timezone	Shows the hotel timezone used for operating hours	You change it in hotel settings
Save changes	Applies your updates	Your choice is stored
Push Notifications	Browser alerts for incoming calls	You see call pop-ups
Recent Video Call Activities	Shows missed, cancelled, rejected, and ended calls	You can recall a guest device
Status	Current state	You know if calls are active

Plan Access

• Video Call requires a paid plan.
• Free-tier accounts see an upgrade prompt instead of the Video Call settings page.

To upgrade, go to Settings → Billing & Subscription.

Step-by-Step Setup

1. Go to Settings → Communications → Video Call

2. Turn on Video Call

3. Click Save changes

   ✓ The status dot turns green and shows "Video calling is enabled". ✓ You see "Video call settings saved successfully."

Discard changes

Click Discard to undo changes before you save.

4. Open Settings → Customizations → Push Notifications

5. Turn on Browser Notifications and allow the prompt

   ✓ The status chip shows Enabled.

   

6. Return to the video call page 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.

7. 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.

   

8. 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 operating hours 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.

1. Go to Settings → Communications → Video Call

2. In Availability, 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.

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

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

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.

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
• Support Takeover
• Set Up Kiosk Settings