This guide takes you through how to get your teams set up and ready to make use of Call Management for their properties.

Add your users

As an Admin, all user management happens within the Admin Center. This is no different for Call Management. Users can be created in the Admin Center, individually, or through the bulk import function. If you need to deactivate users this is also done in the Admin Center.

Call Management access for users

Once your users are created they will automatically be granted access to Call Management for a property as long as they have both a User Role and Property Access.

How to View New Call Management Permissions

1. Log in to the Admin Center.

2. In the left-hand menu, click on Roles.

3. Select the Administrator role from the list.

4. A drawer will open on the right-hand side.

5. Scroll through the permissions list—you’ll see 13 new permissions added as part of the updated Call Management experience.

Call Management Permission Definitions

Schedule Management Permissions

Manage Call Management On-Call Schedule

• Scope: Full administrative control over on-call schedules
• Capabilities:
  • Create new on-call schedules and rotations
  • Modify existing call trees and backup sequences
  • Add/remove team members from schedules
  • Set wait times between escalation levels
  • Configure schedule rotations (weekly, bi-weekly, monthly)
  • Override normal schedules for holidays/exceptions
  • Bulk update multiple properties' schedules
• Use Case: Property managers, maintenance supervisors, admin staff

View Call Management On-Call Schedule

• Scope: Read-only access to schedule information
• Capabilities:
  • View current on-call assignments
  • See upcoming schedule rotations
  • Check who's assigned for specific dates/times
  • View call tree structures and wait times
  • Access schedule history and changes
• Use Case: All staff members, leasing agents, front desk personnel

Assignable to Call Management On-Call Schedule

• Scope: Individual can be assigned to on-call duties
• Capabilities:
  • Appears in on-call assignment dropdowns
  • Can receive emergency/maintenance calls
  • Gets SMS notifications for schedule changes
  • Can update their own availability status
  • Receives escalated calls based on call tree position
• Use Case: Maintenance technicians, property managers, on-call staff

Communication & Messaging Permissions

View Call Management Messages

• Scope: Access to view voice messages and communications
• Capabilities:
  • Listen to resident voicemail messages
  • View SMS conversation histories
  • Access call logs and activity records
  • See message timestamps and delivery status
  • View automated vs manual communications
• Use Case: All staff who handle resident communications

Delete Call Management Messages

• Scope: Ability to permanently remove messages
• Capabilities:
  • Delete individual voicemail messages
  • Remove SMS conversation threads
  • Bulk delete old/archived messages
  • Permanently remove call records
  • Clear message queues
• Use Case: Property managers, system administrators
• Compliance Note: May require retention policy compliance

Archive Call Management Messages

• Scope: Move messages to archived status without deletion
• Capabilities:
  • Archive completed voice messages
  • Move old SMS threads to archive
  • Bulk archive messages by date range
  • Restore archived messages if needed
  • Organize messages for long-term storage
• Use Case: Administrative staff, property managers

Resident Communication Permissions

Edit Call Management Resident Alert

• Scope: Modify automated alert messages to residents
• Capabilities:
  • Customize SMS templates for different scenarios
  • Edit automated response messages
  • Modify emergency vs routine alert content
  • Set up personalized resident communications
  • Configure language preferences for alerts
• Use Case: Property managers, customer service managers

Manage Call Management Community Broadcasts

• Scope: Send mass communications to all residents
• Capabilities:
  • Create property-wide SMS broadcasts
  • Send emergency notifications to all residents
  • Schedule community announcements
  • Manage broadcast recipient lists
  • Track delivery and engagement metrics
• Use Case: Property managers, community managers

System Configuration Permissions

View Call Management Settings

• Scope: Read-only access to system configuration
• Capabilities:
  • View current IVR menu structures
  • See office hours configuration
  • Check team member assignments and roles
  • View call forwarding rules
  • Access system integration settings
• Use Case: All staff, for reference and troubleshooting

Manage Call Management Community Settings

• Scope: Configure property-specific settings
• Capabilities:
  • Set office hours and timezone
  • Configure IVR menu options and flows
  • Customize welcome messages and prompts
  • Set up call forwarding rules
  • Configure emergency vs routine routing
  • Manage property phone numbers
• Use Case: Property managers, regional managers

Manage Call Management User Settings

• Scope: Configure user accounts and permissions
• Capabilities:
  • Add/remove team members from system
  • Assign roles and permission levels
  • Configure user phone numbers and contact info
  • Set up SMS notification preferences
  • Manage user language preferences
  • Configure individual availability settings
• Use Case: System administrators, regional managers

Service Configuration Permissions

Edit Call Management Answering Service

• Scope: Configure core answering service functionality
• Capabilities:
  • Set up call forwarding timeouts and rules
  • Configure voicemail prompts and greetings
  • Manage call routing logic and decision trees
  • Set up emergency escalation procedures
  • Configure integration with external services
  • Manage call recording and transcription settings
• Use Case: System administrators, IT managers

Manage Call Management Special Announcement

• Scope: Configure temporary or special audio announcements
• Capabilities:
  • Upload custom audio recordings
  • Schedule temporary announcements for holidays/events
  • Set up maintenance closure announcements
  • Configure emergency broadcast messages
  • Manage announcement timing and activation
  • Preview and test announcement playback
• Use Case: Property managers, marketing teams