Set Up Vouch AVA Alarm

Quick Setup

If your device is ready, this usually takes about 10 minutes.

This guide helps you connect Vouch AVA Alarm to video-call alerts for your property. Open it from Communication Hub → Video Calls → Alarm Devices. Use Streamliner account pairing for every device. Alarm-code pairing and merchant-owned device links are no longer supported. Account pairing is available only inside the AVA mobile shell. Check-in and checkout delivery now lives in Push Notifications. Vouch AVA Alarm uses the Streamliner account that paired the device. Its notification preferences follow that account's push categories. The old Night Shift → Alarm page now opens this tab. The setup now starts with Android and iOS store install cards. Each card opens a QR modal with the store page and a direct link button. If your property has custom store links, the modal uses those first. Otherwise, it falls back to the public Play Store and App Store pages. If you manage several hotels, enable alarm delivery for each property where the account should receive calls. Alarm-code creation, linking, and QR pairing are no longer available. Vouch AVA Alarm works on Android and iOS devices.

Small screens

The connected devices table now stacks on narrow screens. That keeps the QR cards, edit actions, and delete buttons visible on mobile.

Setting	What It Controls	Where You See It
Install app	Opens the Android or iOS store QR modal	Step 1 setup card
Enable Vouch AVA Alarm	Turns the integration on or off	Alarm Devices tab
Device name	Labels the device for this merchant	Connected devices table
Streamliner account pairing	Links the current AVA app device to your staff account	Pair this AVA device card
Current sound	Shows the sound selected on this phone	Paired-device card
Change sound	Opens this phone's native sound settings	Paired-device card
Recover notifications	Refreshes notification registration for this phone	Paired-device card
Receive incoming-call alarms	Turns alarms on for the current property	Paired account controls
Notification preferences	Controls mobile video-call alerts and lifecycle updates	Alarm integration section
Send test alarm	Sends a sample alarm to the paired device	Test area in the integration section

Important

Vouch AVA Alarm only handles video-call alerts. It does not replace browser push notifications. It does not control check-in or checkout delivery.

Account-only pairing

Alarm devices belong to Streamliner accounts. Pair each device inside the AVA mobile shell before enabling its property alarm preference. Old alarm-code links cannot be created, linked, scheduled, or used for delivery.

Native sound settings

The selected alarm sound belongs to the current phone. Streamliner displays its name but does not upload or manage the sound file. The sound controls appear only for an active pairing on the current phone.

iOS background delivery

On updated iPhone and iPad apps, alarm triggers use background APNs delivery. That lets the device alert even when the app is backgrounded or closed. Older iOS app versions continue using standard push delivery. Android delivery remains unchanged. Keep notifications allowed for the AVA app in the device settings.

iOS reinstall recovery

After reinstalling the AVA app, sign in to the same Streamliner account. AVA restores the newest matching iOS alarm pairing instead of creating a duplicate. The device label, property alarm setting, and account ownership stay unchanged. If no matching pairing exists, AVA does not create one automatically. Use Pair this AVA device to pair it explicitly.

Test delivery on iPhone

On compatible iPhones, Send test alarm checks standard push and background VoIP delivery separately. The two sends use the same test action, so one failure does not prevent the other. Older iPhone apps and Android devices receive the standard push test only. An accepted send confirms provider acceptance, not that the phone rang. The test remains available when a compatible iPhone has only a VoIP test destination.

Call state sync

When AI answers, a guest requests a human, or a call ends, the paired alarm device updates right away. That keeps the alert state in sync so the device can stop ringing or dismiss the notification correctly. The same preference covers incoming calls and these call-state updates.

Native app call details

Each call update includes its activity and room identity when available. This helps the Vouch AVA Alarm app update only the matching call. The app also receives whether AI or a human is handling the call. That lets staff join the existing call through the correct mobile action. When staff answer from the AVA mobile shell, Streamliner sends the signed-in account display name. The native app can use that name when it records who answered or declined the call.

Multi-hotel setups

Pair the device with the staff member's Streamliner account. Then enable Vouch AVA Alarm separately for each property. Staff routing uses the account identity, not a shared alarm code.

Staff schedules

If you use staff shift routing, assign Streamliner accounts to each on-duty staff member. Assign paired Streamliner accounts when those staff members should receive native alerts. The weekly roster controls browser-call recipients.

Before You Start

Confirm these basics:

• You can edit these settings
• Your role has video_call:device_pairing:manage permission
• You have the Android or iOS device ready and online
• The device can scan a QR code
• The alarm service is active for your property

Turn On the Integration

1. Go to Communication Hub → Video Calls

2. Select Alarm Devices

3. Open Vouch AVA Alarm Integration

4. Turn on Enable Vouch AVA Alarm

5. Click Save notification settings

   ✓ The integration stays enabled after the page refreshes.

Changing alarm integration settings requires the dedicated device-pairing permission. General settings:read and settings:write permissions do not grant this access.

Install the App

1. In Vouch AVA Alarm Integration, find Step 1

2. Choose Android or iOS

3. Click Get it on Google Play or Download on the App Store

4. Scan the QR code in the modal, or open the direct store link

5. Install the app on the device that should receive alerts

   ✓ The app store page opens for the chosen platform. ✓ The modal gives you a direct store link if scanning is awkward.

Connect the Device

Use account pairing for every device.

Pair the AVA App with Your Streamliner Account

Use account pairing when native alerts should follow a staff member across active AVA app devices. The Pair this AVA device card appears only inside the AVA mobile shell. Pairing links the device to the signed-in Streamliner account.

1. Open Streamliner inside the AVA app on the phone.

2. Go to Communication Hub → Video Calls → Alarm Devices.

3. Find Pair this AVA device.

4. Select Pair using Streamliner account.

5. Select Confirm pairing.

6. Turn on Receive incoming-call alarms for this property.

7. Add an optional Device label, then click Save.

   ✓ The card shows "This device is paired with your Streamliner account."

Account pairing can include more than one active AVA device. Suspended devices do not ring until you sign in again. The incoming-call toggle applies to this property only. Enable it separately for each property where the account should receive alarms.

On Android, AVA keeps the approval available when a known-rejected notification token interrupts pairing. The app can renew its token and retry with the same approval before it expires. An expired approval or a rejection after approval is consumed needs a new pairing approval.

Replacing another account pairing

The app asks for confirmation when the device belongs to another Streamliner account. Continue only when you intend to replace that account pairing.

Change the Alarm Sound

Change the alarm sound from the paired-device card inside the AVA mobile shell. The native AVA app stores and applies the sound on this phone.

1. Open Streamliner inside the AVA app.

2. Go to Communication Hub → Video Calls → Alarm Devices.

3. Confirm the card shows This device is paired.

4. Review Current sound on the card.

5. Select Change sound.

6. Choose a sound in the phone's native settings.

7. Return to Streamliner and reopen Alarm Devices if needed.

   ✓ The paired-device card shows the selected sound name.

The Change sound action is available only for the current phone's active pairing. Suspended pairings and other phones do not show this action.

Recover Notifications on a Paired Phone

Use recovery when a paired phone misses a device test or an incoming video-call alert. Recovery refreshes the phone's notification registration without creating another device.

1. Open Streamliner inside the AVA mobile shell.

2. Go to Communication Hub → Video Calls → Alarm Devices.

3. Confirm the card shows This device is paired.

4. Select Recover notifications below Change sound.

5. Review the confirmation message, then select Recover notifications.

6. Review the result, then select Close.

7. Select Test for this device and check the phone.

   ✓ A successful recovery shows "Notification registration updated." ✓ The test checks whether notifications and incoming calls reach the phone.

Recovery is available only for an active pairing on the current phone. Older AVA app shells show an update message instead. Do not tap the action again while recovery is running.

Result	What It Means	What To Do
Notification registration updated	Registration refreshed successfully	Use Test for this device
Notifications partially recovered	Standard notifications updated, but iOS call registration is unavailable	Update the app, then retry recovery
Recovery result unavailable	The app did not return a result	Use Test, then try recovery again
Notifications could not be recovered	Recovery failed or the connection ended	Check the connection, then retry

If a call or device test is already active, finish it before starting recovery.

Older AVA app versions

Older AVA mobile shells ignore the new sound messages. The Alarm Devices page remains usable, but sound controls may not appear.

Restore an iOS Pairing After Reinstalling the App

Use the same Streamliner account after reinstalling AVA on an iPhone or iPad.

1. Open Streamliner inside the AVA mobile shell.

2. Sign in to the Streamliner account that owned the previous pairing.

3. Go to Communication Hub → Video Calls → Alarm Devices.

4. Confirm the existing device label and property alarm setting.

5. Send a test alarm.

   ✓ The existing pairing is restored without adding a duplicate device. ✓ The device uses its refreshed registration credentials.

If the previous pairing cannot be matched, AVA leaves the device unpaired. Select Pair this AVA device to create a new pairing intentionally.

Route a Shift to a Paired Account

1. Open the video-call schedule editor.

2. Add or edit the staff member for the shift.

3. Select Paired Streamliner account.

4. Choose the employee account.

5. Save the schedule.

   ✓ Native incoming-call alerts ring all active devices paired to that Streamliner account.

The paired-account option appears only when the employee has an active account binding. Alarm-code schedules are no longer available.

Weekly roster routing

The enabled weekly roster controls browser-call delivery to on-duty Streamliner accounts. This Alarm setup controls optional native delivery and does not add off-duty browser recipients.

Register the Device in the App

New devices no longer use QR or alarm-code registration. Open Streamliner inside the AVA mobile shell and use account pairing. Use this section when following an older setup guide with this heading.

Rename or Clear a Device Name

Use the edit modal when you want to change a label later. Leave the field blank to clear the stored name.

1. In Vouch AVA Alarm Integration, find the connected devices table

2. Click Edit device for the paired device you want to change

3. Update the Device name field

4. Click Save

   ✓ The table updates with the new name. ✓ If you leave it blank, the table shows an em dash.

Choose Alarm Notifications

1. In Vouch AVA Alarm Integration, open Notification preferences

2. Turn on the video-call alerts you want to receive on the mobile device

3. Click Save notification settings

   ✓ Incoming call alerts now follow your chosen preferences. ✓ The paired device stays tied to the Streamliner user who registered it.

Send a Test Alarm

1. Open Vouch AVA Alarm Integration

2. Find the paired device you want to check

3. Use its test action

4. Review each delivery result

5. Confirm the alert reaches the paired device

   ✓ Compatible iPhones show separate standard-push and VoIP outcomes. ✓ Older iPhones and Android devices show the standard-push outcome. ✓ An accepted outcome means the provider accepted the request.

The test does not create a video-call activity or media room. It uses a short-lived test call label and expires after 20 seconds. Provider acceptance does not prove that the phone received or displayed the alert.

Read Test Results

Review each transport separately after you send the test.

Result	Meaning	What to do
Accepted	The provider accepted the test request.	Check the device for receipt and ringing.
Failed	The provider rejected delivery.	Follow the displayed reason, then test again.
Skipped	The transport was unavailable or not supported.	Follow the displayed reason, or use standard push.

Common reasons include these outcomes:

• Alarm is disabled: enable the alarm for this device or property.
• Standard push token unavailable: open the AVA app and allow notifications.
• Update and open the iPhone app: update the app, then open it once.
• VoIP dispatch is disabled: the iPhone is not ready for background VoIP tests.
• VoIP destination unavailable: the iPhone has no usable VoIP test destination.

An iPhone may show a failed standard test and an accepted VoIP test. This means VoIP was accepted, but standard push needs attention.

An older Core response may show one combined accepted result. Still check the device because acceptance is not a delivery receipt.

Unpair a Device

Unpair a device when the phone changes staff ownership or no longer needs alarms. Unpairing removes that device from the account's active alarm targets.

1. In Vouch AVA Alarm Integration, find the paired device

2. Click Unpair or Remove device

3. Confirm the action

   ✓ The device no longer appears as an active paired device. ✓ It no longer receives property alarm tests or incoming video-call alarms.

Before you unpair

Unpairing does not remove other devices paired to the account. Pair the phone to the correct account before using it for another staff member.

Troubleshooting

Alarm settings are unavailable

What you see: You can open Video Calls, but alarm settings or pairing actions are unavailable.

Fix:

1. Ask an administrator to open Superadmin → Permissions → Roles.

2. Grant your role video_call:device_pairing:manage.

3. Refresh AVA after the role changes.

4. Reopen Communication Hub → Video Calls → Alarm Devices.

   ✓ Alarm configuration and device-pairing actions match your role.

General Settings permissions do not replace the dedicated device-pairing permission.

Store link does not open

What you see: The QR modal opens, but the store page does not load.

Fix:

1. Close the modal and reopen the correct platform card
2. Click the direct store link in the modal
3. Confirm you chose the correct platform for the device
4. Try again on a device with working internet

A new device will not pair

What you see: You cannot create a code or find QR pairing for a new device.

Fix:

1. Open Streamliner inside the AVA mobile shell

2. Go to Communication Hub → Video Calls → Alarm Devices

3. Use Pair this AVA device

4. Confirm the pairing and enable Receive incoming-call alarms for this property

   ✓ New devices use account pairing instead of alarm codes or QR pairing.

If Android reports a rejected notification token, wait for the app to renew the token. Retry pairing with the existing approval before it expires.

Signing in did not create an alarm device

What you see: You sign in to AVA, but no new alarm device appears in Streamliner.

Fix:

Sign-in alone does not pair an alarm device. New devices must use account pairing inside the AVA mobile shell.

1. Open Communication Hub → Video Calls → Alarm Devices

2. Turn on Enable Vouch AVA Alarm

3. Open Streamliner inside the AVA mobile shell

4. Use Pair this AVA device and confirm the pairing

5. Confirm the device appears in the paired-account controls

   ✓ The device appears after account pairing completes.

If the device is missing, pair it with the signed-in Streamliner account before checking notification settings.

Account pairing is missing

What you see: The Pair this AVA device card does not appear.

Fix:

1. Open Streamliner from inside the AVA app.
2. Confirm you are signed in to the correct Streamliner account.
3. Return to Alarm Devices.
4. Refresh the page and try again.

The sound action is missing

What you see: You do not see Current sound or Change sound.

Fix:

1. Confirm you opened Streamliner inside the AVA mobile shell.

2. Confirm this phone shows This device is paired.

3. Sign in again if the pairing status shows Paused.

4. Refresh Alarm Devices.

5. Update the AVA app if the controls still do not appear.

   ✓ Sound controls appear after the current phone has an active pairing.

Notifications are not arriving

What you see: A paired phone misses a device test or an incoming video-call alert.

Fix:

1. Confirm the phone shows This device is paired.

2. Check that Receive incoming-call alarms for this property is on.

3. Select Recover notifications below Change sound.

4. Wait for the result before starting another recovery.

5. Select Test for this device.

6. Check the phone's notification permission and volume.

   ✓ The test result shows whether the provider accepted each available delivery method.

If the recovery action is missing, update the AVA app. If recovery reports a partial result on iOS, update the app and retry. If the test is accepted but no alert appears, contact support with the result.

iOS pairing is not restored after reinstall

What you see: You reinstall AVA, but the previous iOS device does not appear.

Fix:

1. Sign in with the same Streamliner account that owned the previous pairing.

2. Open Communication Hub → Video Calls → Alarm Devices inside the AVA app.

3. Confirm the iPhone or iPad uses the expected AVA app bundle and environment.

4. Refresh the page and check the paired-device card.

5. If no pairing appears, select Pair this AVA device.

6. Enable Receive incoming-call alarms for this property.

7. Send a test alarm.

   ✓ A matching pairing is restored, or you create one explicitly. ✓ The device table contains only the pairing you intend to use.

Do not repeatedly reinstall or pair while a restore is processing. If duplicate devices remain, contact support before removing any pairing.

The selected sound does not update

What you see: The phone uses a new sound, but Streamliner shows the previous name.

Fix:

1. Return to the AVA app after changing the native sound setting.

2. Reopen Communication Hub → Video Calls → Alarm Devices.

3. Refresh the page.

4. Confirm the phone still shows This device is paired.

   ✓ Current sound shows the latest sound reported by the phone.

The phone is paired to another account

What you see: "This AVA device is paired with a different Streamliner account."

Fix:

1. Confirm the signed-in account should own this device.
2. Select Pair this device to this account.
3. Select Confirm pairing.
4. Review the alarm preference and device label.

Device name does not change

What you see: You save a new label, but the table still shows the old one.

Fix:

1. Reopen Edit device
2. Check that the Device name field has the new text
3. Click Save again
4. Refresh the page if the table still looks stale

Test alarm does not arrive

What you see: Streamliner says the test sent, but nothing appears on the device.

Fix:

1. Confirm Enable Vouch AVA Alarm is on
2. Confirm the device shows a paired status
3. Check the device volume and notification settings
4. Send the test alarm again

Incoming video calls do not trigger the alarm

What you see: Browser alerts work, but the alarm stays silent for new calls.

Fix:

1. Open Vouch AVA Alarm Integration
2. Confirm the incoming call notification preference is on
3. Make sure the property still has the integration enabled, especially after Night Shift deactivation
4. Check whether the paired device was disconnected

iOS delivery is unavailable

What you see: An updated iPhone or iPad reports that incoming-call delivery is unavailable.

Fix:

1. Confirm the AVA app is updated on the iPhone or iPad.

2. Open the device settings and allow AVA notifications.

3. Open Streamliner inside the AVA mobile shell.

4. Confirm the device still shows This device is paired.

5. Turn on Receive incoming-call alarms for this property.

6. Send a test alarm from Alarm Devices.

   ✓ The device should receive the test alarm through its available push method.

Older iOS app versions

Older iOS apps continue receiving calls through standard push delivery. They do not use background VoIP delivery until the app supports it.

If delivery remains unavailable after these checks, ask Vouch support to review the device registration.

A paired account does not receive calls

What you see: A schedule targets a paired account, but no AVA device rings.

Fix:

1. Open Alarm Devices inside the AVA mobile shell.

2. Confirm the card shows the correct signed-in account.

3. Turn on Receive incoming-call alarms for this property.

4. Sign in again if the card says the device is paused.

5. Confirm the employee still has an active paired AVA device.

6. Save the schedule again after pairing becomes active.

   ✓ The staff picker shows the active paired devices. ✓ Calls use the paired account target during that staff shift.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ A new device still will not pair through the AVA mobile shell
• ❌ Test alarms do not reach the device
• ❌ Incoming video calls still do not trigger alarms after 30 minutes

Helpful to include:

• Screenshot of the integration section
• Screenshot of the device pairing status
• Time the issue started

Related Guides

• Set Up Video Calls
• Use Night Shift for After-Hours Tasks
• Push Notifications