STRATIS Management App Guide - Comelit V 1.2

General Overview

Comelit provides video door entry solutions and in-unit audio/video products. Visitors arrive at what looks like a standard callbox, attached to the property’s entryway. Depending on the type of panel, they may be able to search for the name of the person they’re visiting, or the names will be listed next to corresponding buttons to physically call the resident.

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Residents will automatically receive an email, after they have been assigned a mobile key by property staff, to download the Comelit app on their phone. This is required for Comelit video call use. Residents will need to have the STRATIS Mobile App installed on their phones for many purposes, but won’t use this app to take Comelit video calls. If a Resident chooses not to download the Comelit Mobile App, they’ll still be able to receive rings from their Visitors, via a traditional phone call.

When granting a mobile key to residents Residents, both their emails and phone numbers will be automatically synced into the Comelit system.

Ringing Android Users

When a Visitor rings the Resident, the Resident will first see a notification before being able to audio/video chat their visitor. Each Resident in a unit will also receive these notifications in their Comelit app. If the Resident doesn’t respond via the app, the Comelit system will then try calling the Resident and everyone in the Resident’s unit via traditional phone call.

Ringing iOS Users

When a Visitor rings the Resident, the Resident and all other Residents in that unit immediately receive a phone call. They’ll see buttons that either let them turn video on/off (to video chat natively), or a Comelit button that will open up the app itself, where the Resident can video and audio chat. No notification is sent in the Comelit app.

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Panel Capacity and Appearance

As with all our other integrations, Comelit has its own Web UI where users can be managed. We highly recommend that Staff not make changes. If they do, the syncing won’t work.

• Ex. If a staff person manually enters information into the Comelit panel (rather than relying on automatic syncing from STRATIS > Comelit), that information may be overwritten during the next move in. It also means that a move-out from STRATIS will not automatically move out that resident from Comelit.

Names in the Comelit panel will be listed in the format First Initial, Last Name - Unit (Ex. T. Jones - Unit 101) where the unit name will be the name of that unit in STRATIS. During property setup, you have the option to populate your Comelit panel with a list of your existing Residents.

Each unit can handle 15 total devices.

• Ex. If a unit has two Residents, recall each of their emails and phone numbers will be synced over. This means 2 emails + 2 phone numbers = 4 total devices.

• If a unit has an in-unit panel, that counts as one device. Ex. A unit with four Residents and an in-unit panel would have: 1 panel + 4 emails + 4 phone numbers = 9 total devices.

Installation Process

• During setup, STRATIS Support will link STRATIS (comelitadmin@realpage.com) as the device administrator. For the integration to link properly, you must not change this email address.

• STRATIS Support will then also be able to sync over all units in STRATIS to the units in Comelit.

Moving In Residents

When residents are moved in (on either PMS or non-PMS properties), they’ll receive two emails when their mobile keys are created. One email will be the standard STRATIS account activation email. The second will be an email directly from Comelit instructing them to download the Comelit mobile app. It’s important that the resident activate both their STRATIS and Comelit accounts using the same email address with which they were enrolled in STRATIS.

Comelit will send a verification email to the Resident after they register a new Comelit account via their invite email. After verifying their account, the Resident should log in to the app, then follow the wizard on screen to enable the correct permissions, then select Door Entry. If this part of the process isn’t completed, they won’t receive Comelit rings.

PMS-Integrated Properties

For PMS-integrated properties with automatic mobile access settings turned on, residents will be automatically moved in and synced to the Comelit system. Both their email (for audio/video via Comelit app) and their phone numbers (for a backup phone call if the resident doesn’t respond in the Comelit app when someone calls) will be synced to the Comelit panel. Properties still granting mobile access to Residents manually will need to manually manage Comelit via the Non-PMS-Integrated Property steps below.

If for some reason the syncing to Comelit fails, the move-in into STRATIS will still be successful. However, Staff will still see the error (User creation Failed. Error creating Comelit user) notifying them that the user is not in Comelit.

Non-PMS-Integrated Properties

For non-PMS integrated properties, move in a resident as you normally would.

1. Make sure to check the Mobile Activation checkbox and enter the user’s email address and phone number.

   1. If you don’t enter a phone number, when the resident signs up for the STRATIS Mobile App and they go through the flow of registering their phone number, this phone number will get synced to Comelit.

2. A Sync to Comelit button will automatically appear and will be default checked.
   
   

3. Continue with remaining move-in flows (ie. +Add Amenities or +Add Resident).

If move-in fails, staff will see an error (User creation Failed. Error creating Comelit user). In this case, they can try to move in again or they can uncheck the Sync to Comelit button and move in the resident. However, to resolve the sync issues, they will have to call STRATIS support.

If move-in fails because there are not enough open slots in the Comelit unit, staff will see the error No Empty User IDs in Comelit Panel. In this case, uncheck the Sync user to Comelit checkbox and then reattempt move-in.

Resident Privacy Concerns

You have encounter a Resident who requests not to have their name shown on a Comelit panel, for privacy/security reasons. The ability to exclude a specific Resident’s name from the Comelit panel list will depend on whether or not your property is PMS integrated.

• If your property is using automatic mobile activation upon PMS move-in, there’s no way to remove that user. You’ll need to contact STRATIS Support to complete this request.

• If your property is not using automatic mobile activation upon PMS move-in, when you go to grant mobile access to the Resident simply uncheck the Sync user to Comelit button in the Management App.

• Likewise, if your property is not PMS-integrated, when you go to grant mobile access to the Resident simply uncheck the Sync user to Comelit button in the Management App.

Updating Phone Numbers

In STRATIS, when you update a resident’s mobile phone number, the new mobile phone will get updated in the Comelit panel as well. If there is an error, the phone number will still get updated in STRATIS but will notify the user of an error (User <username> is not able to be updated on Comelit) that the information was not updated in Comelit. Reach out to STRATIS Support to handle the error.

Revoking Mobile Access

If mobile access is revoked from a resident, they and their phone number will still remain in the Comelit panel. In this case, property admins can remove this user directly from the Comelit UI or contact STRATIS Customer Support.

Moving Out Residents

PMS-Integrated Properties

Residents will be automatically moved out and removed from the Comelit panel. No action is needed by property staff.

If for some reason the resident is moved out of STRATIS but doesn’t get moved out of Comelit properly, they will see error Failed to remove user from Comelit. In this case, the property will have to contact STRATIS Support for a data fix.

Non-PMS-Integrated Properties

Move out the resident as you normally would.

Troubleshooting and Support

Support Contact Information

STRATIS Support
844-STRATIS, option 2

support@stratisiot.com

Contact STRATIS first for all Comelit issues. If Comelit must be consulted, we’ll reach out on your behalf.