Guide & User Instructions

Transcription

1 Guide & User Instructions Revised 08/ Grant Street Troy Ohio onecallnow.com America s Largest Message Notification Provider Copyright One Call Now, LLC. All rights reserved. One Call Now is a registered trademark of MyTeam1, LLC.

2 Introduction... 3 Message Recipients... 4 Audio Library... 5 Canned Call... 5 Scenario Call... 5 Recording Audio Files as Message Parts... 6 Call Lists for Message Builder... 8 Message Builder Using an Uploaded file (Canned Call)... 9 Creating the Message Builder... 9 Choose File Information... 9 Choose Message Components Message Builder Using the Group Roster Creating the Message Builder Message Builder Using an Uploaded File (Scenario Call) Creating the Message Builder Choose Message Components Initiating a Message Builder Message Message Selection Select Your Contacts Schedule and Send... 25

3 Message Builder is a powerful tool you can use to personalize your messages for each recipient. You can do this by combining messages parts, called components, into a whole message that is different for each person receiving it. You can use any Text-to-Speech files or Audio Library items for your message components. An uploaded data file or even your Roster can provide names to personalize the message. A finished message created by Message Builder might be: This is the XYZ School attendance office. Today, {April 15th}, your child, {Thomas Smith} was absent from classes. Please send a note to the school to confirm this absence. Another example could be: This is the Plainville Library. Our records indicate that {Jane Doe} owes {$12.45} in overdue item fees. In the second example, there are five message components in the final message; three recorded files and two Text-to-Speech files: 1. This is the Plainville Library. Our records indicate that is the first component and is prerecorded and saved as an audio file in your Audio Library. 2. Jane Doe comes from the Roster and is read and spoken by our Text-to-Speech engine in a voice you choose. 3. owes is also prerecorded and saved in your Audio Library. 4. The amount owed, $12.45, comes from the data file you upload to One Call Now and is spoken by our Text-to-Speech engine in a voice you choose. 5. in overdue fees is also prerecorded and saved in your Audio Library. Depending upon the features included in your Service Plan, you can use the Message Builder tool to create and send messages to members listed in your Roster or, in conjunction with the Canned Call tool, to send messages to phone numbers listed in a text file. The following graphic illustrates the personalized parts, called components, of the message:

4 In the illustration above, the message each parent would hear is personalized. For example, This is the school attendance office. Today, April 15 th, your child, Sally Student, was absent from classes. The next parent to receive the message would hear her child s name and so on until the list was exhausted. All Service Plans include a Roster for storing members names and phone numbers; however, not all Service Plans include the tools for initiating messages to an uploaded call list. In order to initiate a message to a call list, the Canned Call feature must be included in your Service Plan. Examples of Rosters could include a list of students in a school, employees of a business, or the members of a church or synagogue. The main point about Rosters is, for the most part, the members do not change very much. Even though a call list could be the same as a Roster, typically the members change more often. For example, a call list may include those customers who have indicated interest in a particular product, or just the parents of todays absent students. Persons on call lists may receive messages repeatedly over time but are not part of a standard group. One Call Now can deliver Message Builder messages to your Roster or to an uploaded call list of names and phone numbers.

5 The Audio Library (included with all Service Plans) contains audio files saved in your One Call Now account. These files can be whole messages or simply message parts for later use in Message Builder messages. An example of a full message saved in the Audio Library might be a reminder used each month. "This Tuesday is our Columbia Club meeting." An example of an audio file used in a Message Builder is, This message is to inform you that your child. Canned Call is a feature that provides additional functionality to the Message Builder feature. Canned Call allows Message Builder to include personalized information from an uploaded call list containing information such as addresses, amounts owed, or any other pertinent information. In the example, This is the Plainville Library. Our records indicate that {Jane Doe} owes {$12.45} in overdue item fees, the personalized information is read from the uploaded call list when the messages are sent and is not stored in the Roster. Please see the Canned Call Guide for more information on Canned Call. Message Builder messages can also become Canned Calls for the purposes of automated initiation using One Call SYNC. Please see the One Call SYNC Guide for more information about SYNC. Scenario Calls can help save you time by allowing you to create messages you can save and then send later. You can create Scenario Call messages to fit various calling situations that can happen at any given time. Scenario calls are flexible. You can include different types of messages for different conditions. Plus, other options can be assigned to each Scenario Call. This can include multi-day delivery and response options. The primary difference between a Canned Call and a Scenario Call is in the contact information - Scenario Call messages use your Roster (either the Roster directly or an uploaded file with links to your Roster using an external ID number). A Scenario Call is initiated by uploading a text file to One Call Now. This text file contains the needed information (such as name, phone number, due date, etc.) as well as the external ID for the Roster members you want to contact. The file name tells the system which Scenario Call to use. This file may also contain other information relating to Roster members. You can use a Scenario Call again and again with different information each time in your uploaded text files. One Call Now supports both FTP (File Transfer Protocol) and sftp (Secure File Transfer Protocol) for sending these files.

6 Audio files used by Message Builder are not whole messages by themselves. These files are only part of a message such as: This is the school attendance office. Today Another audio file would then be, your child One more audio file would be the last part of the message, was absent from classes. Record audio files directly into your One Call Now account using the One Call Now telephone interface or with a microphone and your computer and then uploading the files to your One Call Now account. To use the telephone interface: 1. Dial If you do not have the Quick Login setting configured, you will be prompted, as a Group Leader, to press the pound sign (#) followed by your Group ID and PIN. (Press #, your 6-digit Group ID and 4- digit PIN all in a row. For example, # ) 3. At the One Call Now Leader Menu, press 6 to record messages for future use. 4. Record your audio file. At the tone, you will have seconds (depending upon your Service Plan) to record your message. Press # to stop recording. NOTE: Complete Message Builder messages cannot be longer than your message length so individual audio files for Message Builder components should be less than the recording time available to your Group. 5. Listen to your audio file for clarity and completeness. Press 1 to accept, or 2 to re-record your audio file. You may hang up or continue to follow the prompts to record additional audio files. The audio files created for Message Builder will not be entire messages by themselves; they will be parts of messages or phrases that will be combined with other information that will be read from the Roster or a call list using Text-to-Speech.

7 6. The audio file(s) will now appear in your Audio Library. Each new file has a flag icon next to it, to show it as a new audio file. To create the completed message, you will instruct our system to combine these audio files along with the personalized information played using the Text-to-Speech feature.

8 As mentioned previously, One Call Now can deliver Message Builder messages to an uploaded call list of names and phone numbers rather than using the online Roster. A call list file for a Message Builder must have at least one column listing phone numbers and one column listing recipients names or other identifying information such as a Student ID or Customer ID. Data files have separators that divide the data into rows and columns. A column is a set of data values of a particular type, one for each row of the table. The columns provide the structure that make up the rows. Columns are most obvious in a Microsoft Excel file which lists the columns by A, B, C, D, etc. The phone number columns must contain a ten-digit phone number ( ), do not include the preceding 1. Columns containing a name or an ID number (if available from your information system) can be very useful in tracking who has received your messages. Columns for names or ID numbers as well as additional columns may contain information that the Message Builder can read when delivering your message using the Text-to-Speech tool. A first row in the call list file that contains descriptive headers is called a header row. Headers describe for each column the data below. Header rows are helpful in identifying and remembering what columns exist in the data file. Message Builder can use header rows, but they are not required. Message Builder can only support text files where the data is separated, or delimited, by a comma. This is a comma separated text file also referred to as.csv files. Many information systems such as student information systems, customer management systems, and human resources systems have methods for exporting data or creating/exporting reports into Excel or to a comma separated text file (.csv). Excel files can easily be saved as a.csv file using the comma separated text Save as option. During the creation of a Message Builder, the call list will be defined for the Message Builder. Columns for phone numbers, names, and information that will be read in the Message Builder are identified. A Message Builder message that uses uploaded files for the call list presumes that the data file will have the same columns each time the template is used to send a message. The file used for file definition may be a sample file containing sample data.

9 1. Click Messaging, and then Message Builder from the Group Leader menu. 2. Click the Build New Message button. 3. Enter a name, brief description of the message (optional), as well as an identification code. 4. Select upload a file as the source for the recipients of the Message Builder. The uploaded file will be a call list that you will upload when you are ready to initiate your message. 5. Using the drop-down button, select a voice for any Text-to-Speech portions of the message (keep in mind which voice (male or female and language) you will use for the audio file portion of your message so there is continuity within your personalized message). 6. Click the Save & Proceed To Next Step button. Since Message Builder messages can be saved and used later, when sending Message Builder messages to be delivered to recipients from an uploaded file, it is necessary to have that file defined for the Message Builder. This part of the process does not initiate a message to anyone; it only identifies which column contains phone numbers and which contains names. During this creation process, this uploaded file will serve as a sample of how Message Builder arranges the actual file. NOTE: When you are ready to send the Message Builder message, the uploaded file you import must be laid out with the same columns used here. Click the Select button to browse to the call list file you have created on your computer. Click on the file you wish to import and click the Open button. The file selected does not need to contain real data. A few records, which represent the arrangement of real data, work well.

10 1. If your call list will not contain a header row, ensure the box to the left of First Row Contains Column Headers is unchecked. 2. Click the Upload File and Preview Data button to upload and preview your sample call list file. 3. Select the column from your sample file which contains the phone number and, if applicable, a name or ID number. a. If your file contains a first name and last name in two separate columns, you may choose either column as Name. The column selected is the one which will appear as the Name in the Message Report. 4. Once all columns have been identified, click the Save & Proceed To Next Step button.

11 After you click the Save & Proceed To Next Step button, the Choose Message Components page will open. The listing of components is empty by default. 1. Click Add Component to begin creating your message. Here you can add components that play one after the other to form your complete message. 2. Select the option for the first component. Selecting one of the other options will change the bottom part of the screen to access the details for that option. a. Text-to-Speech is the default option. To use this component option enter the text to have read for this portion of the message. b. Selecting audio file will change the screen so that it displays the Audio Library. To use this component, select from the drop-down menu the audio file from the Audio Library that should

12 play for this portion of the message. For your convenience, to the right of the drop-down menu there is an Upload Audio File button to upload a new audio file.

13 c. Selecting Insert Data Field from Uploaded file will change the screen so that it displays the sample call list file and additional pronunciation options. To use this component option, select the field from the drop-down menu Choose a File Field to be Spoken. d. Selecting Insert Date Field will change the screen so that it displays the date options. The date of message delivery is the date available to include in the message. To use this component option, select how the date should be read. Choose from the entire date including the year, just the month and day, or just the year.

14 3. After setting the component option(s), click Save Component. The screen will refresh to the Choose Message Components table. The components created will appear in the table. 4. Repeat the above steps to add more components to the Message Builder. 5. When the Message Builder contains all the components for the message: a. Components can be rearranged, if necessary, using the blue up and down arrows to the left of each component. b. Edit components by clicking the pencil icon. For example, you can swap audio files for other audio files and Text-to-Speech portions are editable. c. You can delete components from the Message Builder by clicking the delete icon. 6. Click the Save Message Builder button. Your Message Builder message has now been built and saved to be used when you need it!

15 Message Builder messages were created to allow Groups to send personalized messages to the members of their Roster. There are two ways to send Message Builder messages using the Roster: Accessing the Roster directly Linking to the Roster from an uploaded file (also known as a Scenario Call) learn more about Scenario Call under the Message Builder Using an Uploaded File section later in this Guide. Building a message works the same using either of these methods with one exception. When using an uploaded file, you will be prompted to upload either the actual file or one that has the exact same layout as the file that will be used when sending the message. This is discussed in more detail in Step Click Messaging and then Message Builder from the Group Leader menu. 2. Click the Build New Message button. 3. Enter a name, brief description of the message (optional), as well as a unique identification code.

16 4. Select From Your Roster as the source for the recipients of the Message Builder. This is your Group Roster, including Subgroups, loaded into your account on the One Call Now website. 5. Using the drop-down button below Choose the Text-to-Speech Language and Voice, select a voice for any Text-to-Speech portions of the message keeping in mind the voice being used for the Audio File portions of your message (male or female). 6. Click the Save & Proceed To Next Step button.

17 Scenario Calls send messages to members of your Roster via an uploaded file. This uploaded file must contain the external ID number for each member to be called. Similar to the Canned Call, when sending Scenario Call messages, it is necessary to have the columns from the file defined for the Message Builder. This way the Message Builder will know which portions it is to read in your message. NOTE: This part of the process does not send a message to anyone; it only identifies which column contains the external ID number and any other personalized information which will become part of the message to your members. This uploaded file will serve as a sample of how Message Builder will use the actual file. 1. Click Messaging and then Message Builder from the Group Leader menu. 2. Click the Build New Message button. 3. Enter a name, brief description of the message (optional), as well as a unique identification code. 4. Select Upload a file containing external IDs as the source for the Message Builder message.

18 5. Click the Select button to browse to the file you have created on your computer. The file selected does not need to contain real data yet, it must simply represent the arrangement of the file you will want to use when you send the call. NOTE: The file you choose must be saved as a.csv file (Comma Delimited) 6. Click on the file you wish to import and click the Open button. If your call list will not contain a header row, ensure the box to the left of First Row Contains Column Headers is unchecked. 7. Click the Upload File and Preview Data button to upload and preview your sample call list file. 8. Select the column from your sample file which contains the external ID number. 9. Click the Save & Proceed To Next Step button.

19 After you click the Save & Proceed To Next Step button, the Choose Message Components page will open. The listing of components is empty by default. 7. Click Add Component to begin creating your message. Here you can add components that play one after the other to form a whole message. 8. Select the option for the first component. NOTE: Options on the screen below will change screen based upon which option you choose. a. Text-to-Speech is the default option. To use this component option, enter the text to have read for this portion of the message.

20 b. Selecting audio file will change the screen so that it displays the Audio Library. To use this component, select from the drop-down menu the audio file from the Audio Library that should play for this portion of the message. Additionally, to the right of the drop-down menu there is an Upload Audio File button to upload a new audio file.

21 c. If you chose to Use Member Information from you Roster as your contact source, you will be able to select Insert Roster Field. This allows you to choose fields from the Roster to be included in this portion of your message. d. If you chose Upload a file containing external IDs as your contact source, you will be able to select Insert Data Field from Uploaded file. Choosing this option changes the screen so that it displays the sample call list file you uploaded as well as additional pronunciation options. To use this component option select a field from the drop-down menu. e. Selecting Insert Date Field will change the screen so that it displays the date options. The start date is the only date available to include in the message. To use this component option, select

22 how the date should be read. Choose from the entire date including the year, just the month and day, or just the year. 9. After setting the component option(s), click Save Component. The screen will refresh to the Choose Message Components table. The components created will appear in the table. 10. Repeat the above steps to add more components to the Message Builder. 11. When the Message Builder contains all the components for the message, click the Save Message Builder button. a. Components can be rearranged, if necessary, using the blue up and down arrows to the left of each component. b. Edit components by clicking the pencil icon. For example, you can swap audio files for other audio files. Text-to-Speech portions are editable. c. You can delete components from the Message Builder by clicking the delete icon. Your Roster-based Message Builder message has now been built and is ready to be used to send messages to your Group!

23 You can initiate a Message Builder in several ways. They can be scheduled and sent from the Send a Message feature or from the Message Builder as outlined below. Message Builder messages created by the Group Leader are available to Messengers using Send a Message. See the Send a Message Guide for more information on Send a Message. 1. Click Messaging, and then Message Builder from the Group Leader menu. a. The source for recipients is noted under the Data Source column. An uploaded file (as was defined when the Message Builder was created) or the Group Roster which can include Subgroups. 2. Click the green telephone icon to initiate a specific Message Builder message from the list. Depending upon your Service Plan, there may be several additional options from which to choose on the message selection page: 1. Choose additional types of messages such as or SMS text message by checking the appropriate checkboxes under Message Selection. 2. Additional features will display next, see the One Call Now Help & Support Center for information on any additional features.

24 3. To ask your members a question, choose Touch-Tone Response under Polling Options. Once selected, a Map Touch-Tone Response to text box option appears. For example: You have two shifts that you need members to fill. You can send a message and poll your members to see if they are available. Your message might say: Hello, this is your Logistics team. We need help during the following hours this weekend: Press 1 if you can help Friday from 4-7. Press 2 if you can help Saturday from 4-7. Press 4 if you are unavailable to help this week. Thank you! To easily remember which options refer to which shifts, you can checking the Map touch-tone Response box to enter what each response means: This information will then appear on your message report so you can easily see which members are or are not available to fill the needed shifts. 4. If you see a Transfer option, you have the One Call Now Hot Transfer feature. For more information on Hot Transfer, visit the One Call Now Help & Support Center 5. Click the Next button to continue.

25 10. From Roster: Select the radio button for either Send to all Members or Select Subgroups: From Uploaded File: Click the Select button to select and upload the call list file you have created on your computer. a. The file selected must have columns arranged in the same way as the sample file used when you created the Message Builder message. If the file s setup is different from the sample file used when you created the Message Builder message, an error noting the differences appears. The first 50 rows of your file show in the preview. b. Click the Upload and Preview File button. 11. Click the Next button to continue to the Schedule and Send step. To send a message, you will need to select the Delivery Date and Time. You can also save the message for future use.

26 1. Delivery Date and Time a. Start the day when the call list file is uploaded will initiate the message on the day you upload your list of files (Canned Call or Scenario Calls) b. Start on the following day the call list file is uploaded this will initiate the message to be sent the day after the call list is uploaded (Canned Call or Scenario Call) c. Start on a Specific Date enter the date on which you want your message to be scheduled d. Start on Day of Week select one or more days on which you want your message to be delivered each week e. Enable 24-Hour Call Initiation - Check this box if you want to send messages immediately at any time, 24 hours a day. This is especially helpful for fire and rescue and other emergency services. Selecting this option automatically sets the Start and End hours for you. f. Start Hour The default hour you want messages to start delivery. This is a required field. g. End Hour The default hour you want messages to end delivery. This is a required field. h. Continue next day Check this box to have the system retry numbers which were unreached today at the Start Hour of the next day.

27 2. Save Message a. To save your message, create a unique, numeric code for this message (maximum of 8 digits). b. The same applies to message name. c. You may choose to enter some additional notes that apply to this message. If you click the Save Only button, you see a list of all your saved messages. From here, you can initiate one of these messages at any time by clicking on the green phone icon. If you click the Save and Send button, you will be directed to the Message Report page. The date range defaults to Today and you should see the message after clicking the View Results button. If not, wait five minutes and click View Results again.