PIN Delivery. Guide & User Instructions. America s Largest Message Notification Provider. Revised 04/2013

Transcription

1 PIN Delivery Guide & User Instructions Revised 04/ 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 Contents Introduction... 3 Setting up PIN Delivery... 4 Communicate PIN Delivery Information to your Members... 6 Frequently Asked Questions... 6 What if a member enters the wrong PIN?... 6 Will my message be left on an answering machine?... 6 Which PIN setting is used for Super Groups?... 6 Why couldn t my member access my message?

3 Introduction The PIN Delivery feature is an Advanced Messaging Option. It allows you to require a message recipient to enter a PIN in order to receive your message. It also provides you with the ability to ensure secure delivery of sensitive or confidential messages to your members. The PIN used by your members can be global for the Group or Member specific. Member-specific PIN information is stored in your Roster. Following are the PIN options available: Global PIN all members enter the same PIN to receive the message Member PIN each member is assigned their own PIN to receive the message Full External ID* each member uses the external ID number (employee or student number) referenced in your Roster Last 4 digits of External ID* each member uses the last four (4) digits of the external ID number (employee or student number) *NOTE: External ID numbers must be numeric to use these PIN options. Alphabetical characters cannot be validated from a touch-tone keypad. 3

4 Setting up PIN Delivery To configure PIN Delivery for your Group, log in to your One Call Now account using your Group ID and password: 1. From the Group Leader Menu, click Settings and then Message Options. 2. Select the Advanced Message Options tab. 3. The Answering Machine options (optional feature) allow you to: a. Always Always leave a message when an answering device is detected. With this setting a message will be left if we reached a machine before we reach a person. b. Never Retry member phones until a live person or the End Hour specified is reached. With this setting, a message is never left for your members. c. Only After Continue calling throughout the day in an attempt to reach a live person. Choosing this option instructs the One Call Now system to leave a message if an answering device is reached after your selected time. 4. To choose your preferred PIN delivery option, locate the PIN settings section. Select the PIN Type you prefer to use for your Group (descriptions of each option are below). NOTE: Placing a check in the Require PIN for Phone Message Delivery checkbox will always require members to enter a PIN in order to receive messages. It is strongly recommended to leave this box UNchecked. It is a best practice to set this feature only when you send a message using your computer as you can turn this feature on for each message that requires a PIN. 4

5 You can also save specific messages with this setting. For more information on Saved Messages, search the One Call Now Help & Support Center. From the drop-down box next to PIN Type, choose the appropriate option: a. Global PIN All members enter the same PIN to receive the message. This is a global setting entered in the Global PIN box. If you choose this setting, be sure to enter this PIN in the box marked Global PIN. b. Member PIN Each member is assigned a PIN to receive the message. If this option is selected, remember to update your Roster with each member s assigned PIN. This information can be added manually or by using the Import Wizard. NOTE: This PIN must be stored in the Roster and communicated to your members prior to sending a message. c. Full External ID* Each member uses the external ID number (employee or student number) referenced in your Roster. NOTE: The Full External ID number must be numeric and stored in the Roster. Remember to communicate this PIN requirement to your members prior to sending a message. d. Last 4 digits of External ID* Each member uses the last 4 digits of the external ID number (i.e. employee or student number). NOTE: The last 4 digits of the External ID number must be numeric and stored in the Roster in order to be used. Remember to communicate this PIN to your members prior to sending a message. External ID numbers can be added manually or by using the Import Wizard. 5. Click the Save button to save your changes. *NOTE: External ID numbers must be numeric in order to use them as PIN Delivery options. Alphabetic characters cannot accurately be validated from a touch-tone keypad. 5

6 Communicate PIN Delivery Information to your Members For the PIN Delivery feature to be effective, it is necessary to explain this security setting to your members. They will need to know how it works and what PIN you have assigned them to be able to receive their messages. It is best to mail or this information directly to your members before you send a message that requires it. Frequently Asked Questions What if a member enters the wrong PIN? If your member receives a message that requires a PIN and the PIN is entered incorrectly, I m sorry. That was an incorrect PIN. Please try again. will be played. If your member incorrectly enters the PIN three (3) times, the following message will be played, I m sorry, please dial and be prepared to enter your PIN to retrieve your message. Will my message be left on an answering machine? You can choose if a message will be left on an answering device. Refer to the Setting Up PIN Delivery instructions in this guide or visit our Help & Support Center at When PIN Delivery is enabled, the answering machine setting is automatically defaulted to Never. This can be manually overridden when creating and sending a message from your computer. If you choose Always or Only After, One Call Now will leave a message asking the recipient to call back to a specified number with the correct PIN to receive their message. Which PIN setting is used for Super Groups? PIN Delivery works the same for Super Groups as for single groups. When a message requiring a PIN is sent by a Super Group to all subordinate Groups, the Super Group PIN settings are used. In the unlikely event that the Super Group is using a different PIN option than the subordinate Group(s), the Super Group setting would override the subordinate Group s setting. For example: A Super Group PIN setting is set to Global PIN, the subordinate Group s PIN setting is set to External ID The Super Group sends a message that requires a PIN to Subgroup ** (star, star) The member receiving the message must enter the Global PIN (because the Super Group s setting overrides the subordinate Group s setting) BEST PRACTICE: Within a Super Group account, it is a best practice to configure all groups with the same default PIN Delivery setting. 6

7 Why couldn t my member access my message? Verify the type of PIN selected for your Group (Global or Member). If it is a member PIN, make sure the PIN used is the same PIN found in the Roster record for that member. If Global, make sure it was entered correctly. NOTE: In some cases, especially on smartphones, members can accidentally press the same key twice. When this happens, they may not hear the double entry, but the system does. Re-trying the PIN entry usually corrects the problem. 7