First Time User. Guide & Instructions. America s Largest Message Notification Provider. Revised 04/2013

Transcription

1 First Time User Guide & Instructions Revised 04/ Grant Street Troy Ohio 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 Table of Contents Welcome and Introduction... 3 Logging In Setup Your Account Using Your Computer... 3 Finding your way around the website... 5 Loading your contact/member information (We call it a Roster)... 6 Record your Message Introduction... 7 Alternate Call-In Numbers... 7 Audio Files and your Audio Library... 7 Audio File Formats...11 Use Your Mobile Phone...13 Common Terms...13 Resource Information...13 Glossary...14 Icon Definitions...19 Getting Started Guide

3 Welcome and Introduction Welcome to One Call Now! We are happy to provide you and your organization with message notification services to protect, inform, and engage employees, parents, and members. We have created this guide to introduce available resources, offer helpful navigation tips, and present common terms to familiarize you with your account quickly. Logging In- Once your account has been activated, you receive: Group ID (a 6-digit number that identifies your Group or organization to One Call Now) PIN (a 4-digit number to identify a Group Leader or Messenger to One Call Now) You will need this information to send messages using your phone and to access your One Call Now account on our website. Setup Your Account Using Your Computer 1. Type secure.onecallnow.com in a browser of your choice, such as Internet Explorer. 3

4 2. Enter your 6-digit Group ID in the Group ID box 3. Enter your 4-digit PIN in the Password box. NOTE: You will be prompted to set a Password for future access to the website. o Once you create a password, you will use the password to access your account online. Be sure to keep your PIN too, you will use it to login to send messages using your phone. 4

5 Congratulations, you have successfully logged in! You are welcomed to the Account Status and News screen. This dashboard shows: Your Service Plan Summary Your Group Usage (the messages you have sent/scheduled) Tips to help you fully utilize the features in your plan Important news and announcements about new features Finding your way around the website Below is useful information that will help you navigate through the One Call Now website. Once you log in to the website, the Group Leader menu provides links to most all of the information you will need. It is located on the left hand side of the screen. 5

6 Throughout the One Call Now website, you will see green i icons. Move your cursor over these icons (known as hovering) to see more information about a feature or setting. To access more information on any of the features or settings of your One Call Now account, type in a keyword or phrase and click the Search button to search the Help & Support Center. It is available 24/7/365. Loading your contact/member information (We call it a Roster) There are several ways to enter your members names, phone numbers, and other contact information. To enter them manually, check out our Roster Management Guide. To import your list from a spreadsheet or similar file, use our Import Wizard Guide. To automatically synchronize your own database of information with your One Call Now Roster, contact our Client Services team at for information on the wide variety of integration tools. Self-Update Portal My Call Now mobile app for more information on Self-Update or the mobile app, visit the Help & Support Center. 6

7 Record your Message Introduction You will need your Group ID and PIN to log in using your telephone. The toll-free call-in number to send messages is When you hear the recording, press the pound (#) key followed by your Group ID and PIN. Like this: If your Group ID is and your PIN is 7890, enter it as # The first time you login, you will be prompted to record a Message Introduction. This Message Introduction is recorded only once and then played before each message you send. Now you are ready to send your first message! Alternate Call-In Numbers Please make note of these alternate call-in phone numbers: a (toll-free) b (toll-free) c (toll-free) d Visit or refer to our Send a Message guides for how-to instructions on sending messages. Audio Files and your Audio Library To record messages in your voice, you can either use your telephone or upload files from your computer: Using your telephone: 2. Dial into the One Call Now system using any of these phone numbers: a (toll-free) b (toll-free) c (toll-free) d When you hear the recording, press the pound (#) key followed by your Group ID and PIN. Like this: If your Group ID is and your PIN is 7890, enter it as # At the menu, press 6 to record a new audio file. 7

8 5. When you hear the tone, you will have a pre-selected amount of time (the length depends upon your Service Plan) to record your message. Press pound (#) to stop recording. 6. Listen to your recording to make sure it is correct, clear, and complete. 7. Press 1 to accept the recording or press 2 to re-record it. 8. After pressing 1 to accept and save your recording, you can either hang up or continue on to send a message to your group members. The audio file(s) you record will appear in your Audio Library when you log in to the One Call Now website. Each new, unnamed recording will be marked with a flag icon edit the file and associate a name with the recording for easy reference. as a new audio file. You can Using your computer: Yes, you can upload audio files from your computer! To add to your Audio Library, log in to your account at From the Group Leader menu, choose Messaging and then Audio Library: 1. Click the button. 2. Enter a name for this file and any notes, if you wish. 8

9 3. Click the button. 9

10 4. When the Manage Audio File pop up window appears, you have three options: Upload a file from your PC Copy a single file from the Audio Library Create a new Text-to-Speech message (Text-to-Speech is not included in all Service Plans, if your plan does not include Text-to- Speech, this option will not be displayed.) 5. Select the 'Upload a file from your computer' option. 6. Click the Select button. 7. Locate the file on your computer. 8. Click Save. The Copy from the Audio Library option is used to create multilingual messages: Select the 'Copy a file from the Audio Library' option Click the drop-down box to see the available messages you can copy Choose the name of the file you would like to copy, then pick the language of the message from the drop-down menu Click the Save button NOTE: If you have the Advanced Languages feature, you can add more translations to create a multilingual message by clicking the button again. For more information on creating Multilingual messages, visit the Help & Support Center. To upgrade from Basic to the Advanced Language option, contact a Client Specialist at option 3. 10

11 The Type in your message using Text-to-Speech option creates a Text-to-Speech message in your Audio Library: Type your message in the provided box and choose which voice and language you would like to use to send the message from the drop-down box. NOTE: If the voice and language you choose is not English, you can type the message in English and click the Translate button to translate the message into the language you have chosen. Be sure to match the message language with your chosen language and voice. Click the Save button to save the file to your Audio Library. Audio File Formats The following file formats can be uploaded to your Audio Library: wav - Windows aif - Apple mp3 - both wma - windows mov - both amr - blackberry, speech coding. 11

12 Best Practices for Sending Messages Make sure you know the Who, What, and When about your message before you call the toll-free number to send it: Who Who do you want to receive your message? All members or only specific Subgroup(s)? o If Subgroups, remember to make note of which Subgroup number(s) you want called. Subgroup 00 (zero, zero) sends a message to all active members in the Roster. Super Groups: If your Group is also a Super Group, you can use Subgroup ** (star, star) to call all Roster members in all Groups. What Do you want to ask your members a question and then let them respond by pressing a key on their phone? We call this Polling your members. o For example, if you are asking for volunteers to work Friday from 4-7 and 7-9, your message might say, Hi! This is Sally. We still need volunteers to fill shifts this Friday from 4:00 7:00 pm and 7:00 9:00 pm. If you can work from 4-7 please press 1, if you can work from 7-9, please press 2, if you cannot work this week, please press 9. The Message Report will capture the answers you members pressed so you can see how many volunteers are available and which ones have not yet responded! When Do you want to send your message now or later? You will be prompted for this information when you call in to send a message or right before you send your message from the website or mobile app. 12

13 Use Your Mobile Phone Send messages using any of our free mobile apps. NOTE: You will need your Group ID and PIN (4-digit) to log in to mobile applications. Android App iphone App Windows Mobile App Blackberry App Common Terms One Call Now has a wide array of settings and features to allow you to communicate with your Group. Some of these terms are terms used in the telecommunications industry and some are unique to One Call Now. At the end of this guide is a Glossary that identifies and defines many of these common terms. Resource Information Website The website you use to send a message from your computer. The One Call Now website is also your resource for information about add-on features, case studies, and testimonials. The One Call Now website address is Call-in Number The number you dial using your telephone or mobile phone in order to send a message. Your call-in number is There are alternate phone numbers as well (they are listed under Alternate Call-In Numbers above). Help & Support Center Find answers, how-to-instructions, videos and more at the One Call Now Help & Support Center. It is available 24/7/365 at Mobile Apps Send messages anywhere, any time with the free One Call Now mobile apps. 13

14 Glossary AnswerFlex Feature that allows you to choose when to leave a message if a machine answers. It also provides the option to deliver your message to a machine after a specified time of day. Answering Machine Detection (AMD) - The process through which the One Call Now system detects a live person versus an answering machine. Audio File - Audio files are sound recordings saved into the One Call Now system for use in Message Builder messages or Canned Calls. They may be recorded using your phone and then saved into your Audio Library, or recorded in another manner and then uploaded to your Audio Library. Uploaded files must be in one of the following file formats: wav Windows; aif Apple; mp3 both; wma windows; mov both; amr - blackberry, speech coding Audio Library - The One Call Now tool where you can store and organize audio files. Call - The process of setting up and recording a message, contacting the phone numbers in your Roster, and playing your message to the members of your Group or their voice mail. Call Credit - A Call Credit is defined as one message successfully delivered to one phone number. The message can be delivered to an answering machine or live person. Call Credits are units of calls available through Pay-Per-Call service plans. Call Report - see Message Report. Caller ID The phone number that displays on recipient phones when they receive your message. Canned Call - This tool allows you to send a call (either a Message Builder message or an audio file) to an uploaded data file of phone numbers. Daylight Savings - Arizona, Hawaii, and Saskatchewan do not observe Daylight Savings. Within Call Reports, phone numbers in areas which do not observe Daylight Savings are listed as one time zone west during Daylight Savings. For example, a number in Arizona is listed as Pacific rather than Mountain Time. Disconnected - This term will appear on your Message Reports and it means that we have been notified by the phone company that the number is no longer in service. Exchange - The three numbers after the area code in a phone number. Exchanges are assigned for geographic areas or for cell phones. Family Profile see Self-Update Portal. Group - The collective organization of members you wish to contact. A Group could be a church with 5,000 members, a ten-member social club or anything in between. See also Super Groups. Group ID - The six-digit number that identifies your Group. For example,

15 Group Leader - The person in control of a One Call Now account. Knowledge of the PIN identifies the Group Leader. The Group Leader has sole authority of the Roster, Subgroups and Messengers as well as billing decisions such as renewal. Hot Transfer - The process where a recipient of a phone call can transfer during the call to another phone number. For example, a message can say "Press 1 to transfer to a representative" and when recipients press '1', they are automatically connected to the phone number designated by the Group, such as to a call center. ibutton icons - The i buttons are icons located next to features and settings that further explain how that setting or feature can be used. International Calling - International Calling provides US-based organizations with a way to send voice messages to phones in any country in the world. Listen Here Website Banner - A web link placed on a Group's own website to allow members to listen to the Group's latest message. Main Contact The Main Contact (formerly Primary Number) allows the Group Leader and Messengers to send routine messages to main/primary phone numbers in the Roster (you can have more than one for a member). Examples include meeting reminders, event reminders, etc. Group Leaders have the option for every message they send to choose only Main Contact/Primary numbers or All phone numbers. Member - A person who is listed in your Roster. Message Builder - A One Call Now tool used in combination with the Audio Library and Text-to- Speech feature that allows you to create and save messages for future use. These messages can be personalized with information from the Roster or from an uploaded data file. Message Delivery - The calling of a phone number in your Roster and the playing of your message when the phone is answered (or left on voice mail) and/or when an , text message, or push notification is delivered. Message Options - A link from the Group Leader menu where you can adjust the default settings for your Group s messages such as caller ID, standard calling hours, polling, etc. Message Report - Lists the results of a message, such as who was contacted, did a person or answering machine receive it, when we last attempted to contact the recipients, and any responses to polling questions you asked. Messengers - Persons authorized by the Group Leader to use your account, including options to send messages to members or just specific Subgroups or make certain changes to your Roster. You can grant Messengers varying levels of access to your account. 15

16 Multilingual This term refers to a message that is being delivered to your members in two or more languages. Multimodal This term refers to a message that is being delivered to your members via two or more methods (for example by phone and at the same time). One Call Connect Plus (OCC Plus) - One Call Now's automated integration product for schools. It is available for a number of school information systems and allows them to update information automatically with the One Call Now system. One Call SYNC (SYNC) - One Call SYNC is utility for customers who are integrating an information management system with One Call Now. This utility is used to import Roster files for the Import Wizard and upload call lists to initiate Canned Calls automatically. Opt In - The act of texting the word "Alert" by cell phone to One Call Now's short code, 22300, to indicate that the phone owner wishes to receive SMS text messages. Opt Out - Used when an individual does not wish to receive phone calls, text messages, or s from your Group via One Call Now. Password - Creates enhanced security and is used to access the One Call Now website to log into your account. This is different from the four-digit PIN which is used to log into your account using your telephone. Group Leaders and Messengers have different passwords for accessing the Group account online. PIN - The four-digit number used along with the Group ID to initiate messages over the telephone. Your PIN will be used for website access only the first time you log into your account on the website. Once you log in, you will be prompted to create a more secure password to use for all future online account access. PIN Delivery - Feature which allows you to require that a message recipient enter a PIN in order to receive a specific message. Polling - Allows the Group Leader/Messenger to collect touch-tone responses (recipient presses a key on their phone) from the members who receive the message and view the results on the Message Report Detail. Primary Number see Main Contact. Quota Call - Allows you to set a quota for a particular polling response and automatically stops making calls when the quota is met. The system plays a follow-up message based on the recipient s response and the status of the quota. Quota calling can be used in conjunction with sequence calling to make calls (to fill a quota) in a specified order. 16

17 Requested Removal - Refers to the owner of a phone number who does not wish to receive messages, usually because he or she is not a member of the Group and the phone number was listed in error. Roster - The main list of people and contact information held by One Call Now to whom you send messages. For example, employees or clients of a business, the members of a church or club, or students and staff of a school. The Roster can be grouped into smaller groups called Subgroups. Self-Update Portal (formerly Family Profile) A feature that allows members to input additional phone numbers and/or addresses in the group roster. They do this by clicking a website banner link on the Group's own website or by visiting Self-Update Portal Website Banner - A web link placed on a Group's own website to allow members to update their own contact information. Sequence Dialing - Feature that allows you to send calls in a specified order rather than nearly simultaneously. SMS Text Messaging - SMS stands for Short Message Service and is a communication standard in the cellular industry. It allows for the exchange of short text messages between mobile telephones. Subgroup - A secondary list of people selected from the main Roster to whom you send messages. For example, the officers of a club or the grade 3 students in a school could be selected as a Subgroup. Super Group - Super Groups are special Groups associated with multiple other Groups. Super Groups can send a message to everyone in all the associated Groups. Super Group messages can be initiated using the Send a Message feature on the website, or by pressing the 'Star' key twice (**) during message initiation by phone. A Super Group might be a school district with associated Groups for each building in the district. It could also be the main office for a business with associated Groups for each satellite office in another location. Telephony - Pertaining to telephones and the equipment and technology used to operate telephone services. Text-to-Speech - The One Call Now tool that reads text typed into our system, then converts that text into speech for a voice message delivery. Time Zone - Time zones are identified by the combination of the area code and the phone number prefix. Most scheduling is based on the recipients' local time, but can be based on the Group Leader's or the Messenger's local time. Touch-tone Response - Each number on a telephone key pad plays a different sound when pressed (called a touch-tone) which identifies that specific number. One Call Now can record that touch-tone and display the number it represents. This allows you to poll or survey your members and view their responses in your Detail Message Reports. 17

18 WAV -.wav (pronounced 'wave') is a type of computer file, or file extension, for sound recordings. There are other file types used for sound recordings, such as: aif - Apple mp3 - both wma - windows mov - both amr - blackberry, speech coding. 18

19 Icon Definitions The following table lists all the features and their associated icons. Icon Item Description Canned Call Subscription Length Subgroups Messages Deliveries Phone Numbers Message Length Text-to-Speech Self-Update Portal / Family Profile This icon displays when Canned Call is available to your account. Canned Call, along with the Audio Library, is a feature that allows you to deliver a prerecorded message to a list of phone numbers that are not a part of your Roster, such as registered voters, potential customers, or any list of phone numbers. Canned Call is available to prepaid Service Plans, where a block of deliveries has been purchased. It may also be available with other Service Plans. Combine Canned Call with Message Builder to deliver personalized messages to a list of phone numbers not in your Roster. This indicates the standard Service Plan length for your Group s plan. The number of Subgroups available to your Group. If this icon does not appear, your Service Plan does not include Subgroups. The number of message deliveries available to you for your Group. If your plan allows for unlimited messaging, the information area will list that instead. The maximum number of Roster phone numbers available to your Group. Some unlimited plans are available per phone number, such as a 75 number plan. Some unlimited plans are available per Member. Each Member has a certain number of phone numbers (from two to six depending upon the Service Plan.) This is the basis for the total number of phone numbers available to your Group. Pay-per-Call plans have an initial limit of 25,000 phone numbers. The maximum message length available to your Group based on your Service Plan. This icon indicates that Text-to-Speech is available to your Group. Text-to- Speech allows you to type a message into the One Call Now website. Our Text-to-Speech engine converts your typed message to speech and delivers it to your Group members telephones. This icon lets you know that Messaging is available to your Group. Messaging allows you to send s to your Group members addresses including enabled phones. Messaging is available with most Service Plans. When you see this icon, Self-Update Portal is available to your Group. Self- Update allows your Group members to enter additional phone numbers and addresses to their contact information in the One Call Now Roster from your Group s website. For example, parents of students in a school setting can enter additional phone numbers from the school s website. 19

20 Icon Item Description Hot Transfer High Priority Message Builder Import Wizard SMS Text This icon represents the Hot Transfer feature. If you see this icon, your members can press a specified number on their phone to transfer to a designated phone number. For example, Your daughter was absent today, press 1 to be connected with the school secretary if you are unaware of this absence. Hot Transfer is a for-cost add on for some plans. This icon indicates that your Service Plan has the ability to send a message as a high priority and will take precedence over other messages in the delivery queue. This icon displays when Message Builder is available to your Group. Message Builder, along with the Audio Library, is a feature that allows you to deliver personalized messages to your Group members. Message Builder is included with some Service Plans and, in some cases, may be purchased as an additional feature. Combine Message Builder with Canned Call to deliver personalized messages to a list of phone numbers instead of your Group members. This icon indicates that the Import Wizard is available to your Group. The Import Wizard allows you to import an Excel or similar file of your Group members into your One Call Now Roster. Import Wizard is included with most Service Plans. This icon shows that SMS text messaging is available to your Group. Text messaging allows you to deliver SMS text messages to your members textmessage enabled cell phones. 20

21 Getting Started Send your first message in minutes! 726 Grant Street PO Box 596 Troy, OH Learn how to: Set up your roster/ calling list Record and send a message View Message Reports and more! onecallnow.com Welcome to One Call Now! We hope you find it easy to use and it becomes an invaluable tool for you and your organization. ONLINE USER INSTRUCTIONS You ll find additional instructions on our website; simply use your Group ID and PIN to log in at Click on the Help & Instructions link for instructions and printable guides. CONTACTING US Customer service representatives are available to assist you 24/7/365. Simply call our toll-free number, and select option 3 to reach them. Press 1 to learn more about our notification plans from an account manager from 9am-5pm (EST). For help with billing issues, please press 5 to access our department menu and select accounts payable. We appreciate your business and look forward to serving you. Thank you! The One Call Now Family Subgroups & Messengers available on selected plans What Is a Subgroup? A Subgroup is a defined group of people within your Group. For example, if you re a school administrator, Subgroups might include all staff, teachers and parents, or only third grade parents. Defining Subgroups allows you to reach only the people who need to get the message. George Washington Elementary Subgroup 1 All Staff Subgroup 2 3 rd Grade Parents Subgroup 3 Teachers What Is a Messenger? As a Group Leader, you can assign Messengers, who can record and send messages to one or more Subgroups. For example, if you are a Pastor of a church and your Choir Director, Julie, is a Messenger, you would be able to send messages to anyone in the church and Julie would be able to record and send messages to any choir Subgroup to which she is assigned. Julie is a M essenger in the choir and lay leader Subgroups. This means that Julie can send the same message to the choir AND lay leaders or a unique message to either the choir OR lay leaders. Messengers have the same Group IDs as Group Leaders, but have their own unique PINs. You may assign one or more Messengers for each Subgroup. Welcome to One Call Now! How to Log In to Your Account: Group ID: 1. Go to 2. Login with your Group ID & Password. 3. Use the menu at left to access your account, send messages, and more!! Questions? Visit onecallnow.com or call Clip and save this handy wallet card for easy reference! Subgroup 1 Lay Leaders Great River Baptist Church Subgroup 2 Choir Subgroup 3 Youth Group M Julie Lewis M Julie Lewis M Don Lee Art Long WIll Dunn Ida Blue Lynn Shore John Smith Joe Jones Matt Black Mark Burns Phil Chance Luke Ross Mary Brown Sara Wills Hints for Group Administrators Let your members know when you will be sending the first message so they are expecting the call. Quick Guides: You can print and distribute these wallet-sized cards to your recipients to explain how they can replay or retrieve a recent message. Simply log in to your account and click Help & User Instructions, User Instructions, Guides and Cheat Sheets, then Quick Guide. If a recipient reports a problem with a message delivery, we can research the issue if we have the name of the person, the phone number dialed, and the time and date of the message sent. Call Client Support at , option 3, for help. OCN1011

22 Dial to launch a message. How It Works 1 Enter your roster We offer two simple ways to upload your roster/calling list online. Manually Go to onecallnow.com and enter your Group ID and PIN. (You will be prompted to create a secure Password the first time you log in.) Click Manage Group, then Roster. Click the Add New Member button, enter the member s name and phone numbers, then click Save Changes. 2a Send messages by PHONE Dial Press the # key followed by your Group ID & PIN as one continuous string (e.g. # ). Follow the prompts. Tips The first time you call in, you ll need to record a short introduction. This will play at the beginning of every message you send. Be sure to follow the prompts until you hear Message delivery has been confirmed. If you hang up before this prompt, your message will NOT be sent. You can set your message s start and stop time (the delivery window) or simply send according to your default calling hours during message recording. 3 View your Message Report Message Reports show whether the calls were delivered to a person or voic and the status of your or text. You will also receive an ed Message Report Summary after your messages are delivered. Log on to onecallnow.com with your Group ID and Password. Click on View Reports, then Message Reports. Select your search criteria Click the View Results button. Once your calling list is loaded, you can use the Search By field to locate members. Roster/Calling List Import Wizard Large list? Upload an Excel file. Select Manage Group and then Import Wizard and follow the prompts to add a new roster/calling list or replace one. 2b Send voice, and SMS text messages via the WEB Go to onecallnow.com and log in to your account using your Group ID and Password. From the Group Leader Menu click Messaging, then Send a Message. From the Messenger Menu click Send a Message. (Messaging does not always appear in the Messenger Menu.) Follow the prompts to select how your message will be delivered. Reports can be filtered by member for quick and easy snapshots of messaging activity and history. * Not all plans have SMS text messaging. Call to add SMS text messaging to your service plan. QUESTIONS? Contact us 24/7/ onecallnow.com For more information on these or any other features, please visit your onecallnow.com account and click on Help, then User Instructions.