Live roles
The user roles described in the following sections are required to perform various administration functions associated with INSOMNIAC Live applications and services:
Live Facility Call Source
Authorized users have the ability to go to the Facility Content tab in OpenPortal and access the Facility Call Source page. This page displays the list of DID (Direct Inward Dialing) numbers that OpenTech has obtained for the facility. Each DID is associated with the name of a unique Call Source that can provide information about how the caller obtained the number. Users who have the Live Facility Call Source role have the ability to view the list of DID entries and use the edit function 
to change the name of Call Source associated with the DID.
to change the name of Call Source associated with the DID.Live Facility Contacts
Allows authorized users to go to the Facility Content tab in OpenPortal and access the Facility Contacts pages. Contacts entries, which can be added, revised and removed as needed, can be associated with special contact categories that OpenTech uses in special situations, such as emergencies or unplanned service interruptions.
Live Facility Discounts
Allows authorized users to go to the Facility Content tab in OpenPortal and access Facility Discounts administration. Discount entries can be added and deleted as needed. After a Discount entry is activated by clicking the Assign button, it is displayed to LiveAgent Storage Counselors when they view facility information in the Solutions section.
NOTE: Facility discounts are often based on a customer demographic status, such as membership in a military service, meeting age-based seniority criteria, and so forth. Discounts are distinct from facility Promotions. Discounts are generally applicable to prospective tenants irrespective of the rental unit types, while promotions are always associated with a specific unit type.
Live Facility Holidays
Allows authorized users to go to the Facility Content tab in OpenPortal and access Facility Holidays administration. Holidays that applicable for a facility can be selected from a pre-set list of entries and activated by clicking the Assign Holiday button. Activated holidays are displayed to Storage Counselors in LiveAgent when they click the Facility Hours 
icon at the bottom of the screen.
icon at the bottom of the screen. NOTE: The Available Holidays list includes a Create Custom Holiday option. Any holidays created with this function apply to LiveAgent, only.
Live Facility Hours
Allows authorized users to view and access the Facility Content tab in OpenPortal to do Facility Hours administration. The facility hours set up in this screen are displayed to Storage counselors in LiveAgent when they click the Facility Hours icon at the bottom of the screen. This screen also includes a custom message field that can be configured to display additional information that Storage Counselors can convey to facility callers when the view the Facility Hours window.
icon at the bottom of the screen. This screen also includes a custom message field that can be configured to display additional information that Storage Counselors can convey to facility callers when the view the Facility Hours window.Live Facility Info
Allows authorized users to view and access the Facility Content tab in OpenPortal to do General Information administration. This section includes input fields and settings that control various aspects of application functionality and text displayed in various OpenTech applications, but primarily for INSOMNIAC LiveAgent.
Live Facility Info - Customer Approval
Many of the facility information settings and information entries in General Information administration can potentially impact business operations to varying degree. To ensure that each setting of this type is given appropriate consideration and review, an additional Approval step must be completed before the setting is enabled. This role is intended for personnel who have been given responsibility for the approval process.
Live Facility Info - Manager Defaults
Users who have this role assignment can use Copy Answers function to copy General Information settings that have been done for a facility to one or more additional facilities.
Live Facility Info - Mass Approve and Delete
This role is reserved for OpenTech Technical Services personnel.
Live Facility Late Fees
Allows authorized users to go to the Facility Content tab in OpenPortal and access Late Fees administration. This feature allows users to specify any late fees that the facility applies to overdue accounts. When administered, late fee entries are available for Storage Counselors to view in LiveAgent! in case tenants who make late payments have questions about their account.
Live Facility Marketing Source
Allows authorized users to go to the Facility Content tab in OpenPortal and access Facility Marketing Source administration. In the OpenTech system, marketing sources are used to indicate the method by which a prospect obtained the facility phone number. A list of predefined entries, such as Drive- by, Internet, Referral, and so forth, can be selected for activation. If necessary, additional, facility-specific entries can also be created.
Active marketing sources are presented in a drop down list in LiveAgent. This allows Storage Counselors to select an appropriate marketing source for inclusion in the contact record when they ask callers how they learned about the facility.
Live Facility Specials
Allows authorized users to go to the Facility Content tab in OpenPortal and access Facility Specials administration. This feature allows users to view, create, revise, activate and deactivate rental promotions that will be available for viewing by Storage Counselors in LiveAgent.
NOTE: Facility Specials administration includes settings that allow promotions to be automatically activated and deactivated based on the current occupancy rate and/or the total number of available units.
Live Reports - Private Live App
This role is provided for third party call centers that use the LiveAgent! application but do not employ OpenTech’s Cisco-based platform for call processing and data management. Authorized users have access to a subset of the standard INSOMNIAC Live! system reports plus the Agents Call Activity report.
Live Reports - Private Live App with Phone System
This role is provided for third party call centers that use the LiveAgent! application as well as OpenTech’s Cisco-based platform for call handling and data management. Authorized users have access to the standard set of INSOMNIAC Live! system reports plus the following additional reports: Agents Call Activity, Call Center Performance, Operational Efficiency.
Live Reports - Standard
Allows authorized users to access all INSOMNIAC Live! system reports except the XpressPay Details report.
Live Reports - XpressPay
Allows authorized users access the XpressPay Details report.
Live Special Rates
Allows authorized users to go to the Facility Content tab in OpenPortal and access Today’s Rent administration. This feature allows users to view, create, revise, activate and deactivate rental promotions that will be available for viewing by Storage Counselors in LiveAgent.
NOTE: Today’s Rent administration provides a simplified method to apply promotions that begin and end based solely on specified Start and End Times. Facility Specials administration allows authorized users to activate and deactivate promotions based on occupancy/availability settings.