Project Care Telephone Reassurance. Alert San Diego Instructions

Transcription

1 Project Care Telephone Reassurance Alert San Diego Instructions

2 Logging into the Universal Communication System Your username and password are available from your County of San Diego contact Page 2

3 How to Build a Campaign Set Schedule = + Text to Speech Recorded Voice Contact Groups Campaigns are a combination of Messages and Contacts Page 3

4 Navigating The buttons on the silver bar across the top will allow you to quickly navigate to the different sections Most used Campaigns Messages Contacts Page 4

5 Contacts

6 Creating Contacts Create a contact for each of your clients Use the Create button at the bottom to create a new contact Page 6

7 Add a New Contact The Alternate Contact is a fake number Minimum entry includes First Name Last Name Project Care Agency Primary Contact Clients Home Number Alternate Contact Enter fake number This entry is not used but needs to be filled out as a placeholder Page 7

8 Creating a Group A group must be created for each client. Use the Create button at the bottom to create a new Contact Group Only Groups can be called by the computer Only one client should be in a group Name the group after the contact in that group Page 8

9 Filter Screen This screen can be skipped by clicking next. Page 9

10 Contact group results This screen shows all the clients you have entered. Choose a single client for the Contact Group you just created. Click Finished Adding Contacts Click the Next Button Page 10

11 Contact Group Summary Page Make sure only one contact is chosen for a group Click the Finish button to complete the Contact Group Page 11

12 Contact Group Access The Contact Group you created can be accessed on the Manage Contacts page by clicking on the arrow next to Contact Groups in the left navigation column Page 12

13 Messages

14 Creating a Message There are 2 types of messages you need to create General Greeting Create only one and reuse it for every campaign This greeting will be recorded and used every time the system calls the client This should be a recorded voice Client Alert Each client gets their own unique alert message. This will be used to alert your office of a call that didn t get picked-up This can be a computer generated voice Page 14

15 Creating a Message Click the Create button to begin to make a message. Page 15

16 Message Wizard Use the default Outdial for message delivery Click Next Page 16

17 Creating a General Message Using Voice Recording

18 Create a General Greeting Name the Message something like General Greeting This single message will be used for all outbound calls to clients Click Next Page 18

19 Create a General Greeting X Type your program s standard message in the text area For the General greeting do not click the Text-to-Speech option. Click the Next button In the next step you will be recording your voice. Page 19

20 Create a General Greeting Follow the instructions in yellow to use your phone to record a friendly greeting for all of your clients The ID and Password are located under Message Information You will only need to record Slot 1 Page 20

21 Creating a Client Alert Message Using Text-to-Speech

22 Create a Client Alert Message Name the message after the client Page 22

23 Message Wizard Use the default settings for the next 2 wizard steps. There is no need to change these settings Click Next Page 23

24 Message Wizard Alert Message Type in the message you want to receive when a client does not answer their phone. Be sure to mention the client by name Be sure to click the Enable Text-to- Speech box Page 24

25 Alert Message TTY/TDD This step in the wizard can be skipped. Do not enter a TDD message This would allow contact with the deaf community using TTY technology Click Next to continue Page 25

26 Message Wizard Summary Screen Verify the information and click the Finish button Page 26

27 Message Wizard Text-to-Speech creation When the yellow box is on your screen, the computer is creating the Text-to-Speech message Wait here until the yellow box automatically disappears Page 27

28 Campaigns

29 Creating a Campaign Each Client will have their own campaign Navigate to Manage Campaigns ***Be sure to click the Campaign Template tab*** Click the Create button to begin the Campaign Wizard Page 29

30 Campaign Wizard Campaign Types Choose Sure Response as the Campaign Type Click Next Page 30

31 Campaign Wizard Name the Campaign Name the Campaign after the client Click the Save button On the next screen, work from the top down Page 31

32 Campaign Wizard Primary Contact Program This will set-up the initial call to the client Click the Add button Page 32

33 Campaign Wizard Select Outdial Program Set Program to the general greeting message you created Retries 2 retries equals 3 calls total Wait between attempts should be set to your program s standard Phone 1 should be set to Primary Contact Click Next Page 33

34 Campaign Wizard Primary Call Success Select Answer as the only criteria Click Finish Page 34

35 Campaign Wizard Alternate Contact Program The Alternate Contact function is unused in the County of San Diego s program But it still needs to be completed with placeholder data! Click the Add button Page 35

36 Campaign Wizard Alternate Outdial Program Set Program to the general greeting you created. Set Phone #1 to Alternate Contact Set Retry to 0 The Alternate Contact is the number you created earlier it wont call anyone Page 36

37 Campaign Wizard Alternate Success Criteria Select TDD/TTY Device as the success criteria This ensures the call will not succeed Click Next Page 37

38 Campaign Wizard Fail-over Contact This sets up the alert call to your department. Click the Add button Page 38

39 Campaign Wizard Fail-over Contact Choose the client s unique message in the Program dropdown box Retry each phone number 1 time. Click the Next button Page 39

40 Campaign Wizard Failover Success Criteria Choose Answer and Answering Machine for success criteria Click the Finish button Page 40

41 Campaign Wizard Fail-over Phone Set the Fail-Over Phone Number to the phone in your office where you want to receive alert calls Click the Save button Page 41

42 Campaign Wizard Audience Type Choose Contact Group as the Audience Type Click the Add button Page 42

43 Campaign Wizard Select Group Set Group 0 to the client s group you created earlier The group should be named after a single client Click Next Page 43

44 Campaign Wizard Verify Campaign Review the settings and click Verify when ready Red dots will appear if the computer finds problems with the entries Page 44

45 Campaign Wizard Create Campaign The final step is to create the campaign The campaign is not activated at this time. Another series of steps is required for activation. Page 45

46 Campaign Activation

47 Activating a Campaign Click on the Campaign Template tab Navigate to Manage Campaigns using the navigation bar Click the radio button to indicate which campaign to activate Click on the Activate Button Page 47

48 Activating a Campaign Utilize the Optional Recurring Schedule to make the campaign run daily, weekly, or monthly Click on the Add button Page 48

49 Activating a Campaign Choose Daily as the Recurrence Interval Click the Next button Page 49

50 Activating a Campaign Activation start time = the time the client wants to be called Stop = set for 1 hour later. Check Every Weekday or Every 1 day (to include weekends) The start date can be adjusted to schedule the first call. Page 50

51 Activating a Campaign Double check your activation data. If everything looks correct, click the Finish button Page 51

52 Activating a Campaign Click the Verify Key to start the activation process Page 52

53 Activating a Campaign Click the Activate key to begin automatic calling. Page 53

54 Deactivating a Campaign

55 Stopping an Activation Navigate to the Home page Click the Continue key under Check Campaign Progress Page 55

56 Stopping an Activation Click the radio button next to the campaign you want to deactivate Click the Deactivate button Page 56

57 Stopping an Activation You can choose to skip a day by clicking the Just this Activation button. You can deactivate all recurring calls by clicking the All Activations button To restart a campaign, reference the Activating a Campaign section of this document. Page 57