Receiving and Acknowledging Automated Dispatch Notifications

Transcription

1 RC View DAT Dispatch Receiving and Acknowledging Automated Dispatch Notifications If your region receives automated dispatch notifications from RC View, it is important to understand a few fundamental aspects of how they work and how you can configure your RC View account to simplify their receipt. Being aware of key features and options will allow you to receive and acknowledge dispatch notifications more consistently and efficiently. This document first presents a short list of things you should know about each of the notification types: Voice, SMS/Text, and . It then details steps you can take within RC View to limit your Voice notifications to a single phone, an option that offers multiple advantages: You can designate the phone where you prefer to receive Voice notifications while maintaining multiple phone numbers in Volunteer Connection It is far less likely that you will encounter a situation where you acknowledge a dispatch notification but the system does not register that you did so and continues to send additional notifications Quick Tips for All Types of Dispatch Notifications Voice Notifications Voice notifications arrive from this phone number: (it is an automated call, so do not try to return calls to that number; if you have a question for a dispatcher, call the Dispatch team directly per standard procedures). You must speak into the phone to trigger an automated message to start. You may on occasion need to speak multiple times, and perhaps more loudly, in order for the automated call to recognize you are ready to receive a message. You must wait until after a message is completed to press 2 to acknowledge a notification. If you press 2 while a message is playing, the system will not register your acknowledgement. When you acknowledge a notification, you should not hang up until after you hear the system say thank you (it does so after you press 2). When needed, you can press 1 to have a notification message repeat. Text Notifications Text notifications arrive from: You must acknowledge a text notification within five minutes of its being sent, or the system will not register your acknowledgement. Be sure to reply to a text notification in accordance with the guidance on the incoming message. Notifications notifications arrive from: rcview@americanredcross.org American Red Cross Page 1 of 6

2 You must acknowledge receipt of an notification within five minutes of its being sent, or the system will not register your acknowledgement. All Dispatch Notifications If you acknowledge an initial dispatch notification for an event but then receive a subsequent notification for the same event, you should do a second acknowledgement. The system will not send you a second notification if it registers your acknowledgement of the first. Designating a Single Phone Number for Voice Notifications Receiving Voice notifications through multiple phone types (e.g. Cell Phone, Work Phone, Home Phone) can lead to a variety of complications: Having your Home Phone ring at inopportune times can be problematic If you have replaced your Home Phone and/or Work Phone number in Volunteer Connection with your Cell Phone number, it can be difficult to handle multiple dispatch calls coming into your cell phone at the same time And the system may interpret actions at a phone you are not currently using in ways you do not expect (for example, if your voic picks up on a different phone, the system may interpret that as your having answered the phone but chosen not to acknowledge the notification) Designating a single phone type for receiving Voice notifications should make things simpler for you and reduce the chances that the system will not register your acknowledgement of a dispatch notification. Plus, if you have updated your contact information in Volunteer Connection so that the same number is listed for multiple phone types, you can return to having those phone numbers listed accurately after you have designated a single phone type for receiving Voice notifications. It is easy to indicate in RC View the phone type through which you would like to receive Voice notifications. By default, the system calls each of the phone types listed on your contact card, so you simply need to override the default setting for the phones where you do not want to receive them. Here are the details: To view the phone types and phone number(s) listed on your RC View contact card: Hover over the Home tab and select a dashboard other than the Home Dashboard Click the Contacts tab at the dashboard you chose Click Edit in the My Contact Details widget 2016 American Red Cross Page 2 of 6

3 The system opens your contact card to the Normal tab (note that I have phone numbers listed for a Home Phone, Work Phone, and Cell Phone) American Red Cross Page 3 of 6

4 To navigate to where you can indicate the phone types where you do not want to receive Voice notifications: Click the Options tab at your contact card Scroll down to the Communication field usage section By default, the system sends voice notifications to all of the phone types where you have numbers listed (in this example, I would receive Voice notifications at my Home Phone, Work Phone, and Cell Phone because I have a phone number listed for each of these phone types at the Normal tab and the Default option is selected for each at the Options tab) American Red Cross Page 4 of 6

5 To override the default settings so that you do not receive Voice notifications at a designated phone type: Choose the Override option for the phone type and leave the corresponding Voice box unchecked (Repeat the Override step as needed for additional phone types but be sure to leave the phone type where you want to receive Voice notifications at the Default setting) Click OK to save your update(s) In this example, I have indicated that I do not want to receive Voice notifications on my Home Phone or Work Phone. I will still receive them on my Cell Phone because I have left the Default setting intact American Red Cross Page 5 of 6

6 Note that even though the Override option for your Cell Phone listing features an SMS check box, you cannot override the system s default of sending text notifications to only your SMS/Text Number American Red Cross Page 6 of 6