First Time User. Guide & Instructions. America s Largest Message Notification Provider. Revised 07/2012

Transcription

1 First Time User Guide & Instructions Revised 07/ 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 Table of Contents Welcome and Introduction... 3 Resource Information... 3 Logging In... 3 Using Your Computer... 4 Using Your Telephone... 5 Using Your Mobile Phone... 5 Loading your information (We call it a Roster)... 6 Navigation... 6 Common Terms... 7 Glossary... 8 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. 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 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. 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 log in and access your One Call Now account on our website. The website is where you will add your member contact information (names, phone numbers, etc.) before sending a message, so we will discuss how to log into your account first. 3

4 Using Your Computer 1. Type in a browser of your choice, such as Internet Explorer. 2. Click on the blue Log In button in the upper, right- hand corner. 3. Enter your Group ID in the Group ID box 4. Enter your 4- digit PIN in the Password box. Note: You will be prompted to set a Password for future access to the website. From now on, you will need to use this password to access your account online. HOWEVER, make sure to keep your PIN as it is still used to login using your phone. Upon logging in, you will be welcomed to the Account Status and News screen. This screen shows your Service Plan, Group Usage (the messages you have sent), and tips to help you fully utilize the features in your plan. It also will show important news and announcements about new features from One Call Now. 4

5 Congratulations, you have successfully logged in!! The Group Leader Menu is located on the left- hand side of the screen and contains all of the settings and features included with your account. The Send a Message from Your Computer instruction will walk you through sending your first message. Using Your Telephone You will need your Group ID and PIN to log in using your telephone. The toll- free call- in number to send messages is After the tones, listen for Group Leaders and Messengers, press the # key. Press # then enter your Group ID and PIN. For example, if your Group ID is and your PIN is 5454, you would enter # 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 record and send your first message. Visit or refer to our Send a Message guides for how- to instructions on sending messages. Using Your Mobile Phone You will need your Group ID and PIN to log in to the mobile applications. Android App iphone App Windows Mobile App 5

6 Loading your 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 more information on the wide variety of integration tools offered by One Call Now. Contact information can also be entered from your smart phone. For more information on mobile apps, visit the Help & Support Center. Navigation 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. The Group Leader menu is located on the left hand side of the screen. 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. 6

7 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. 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 which identifies and defines many of these common terms. Best Practices Make sure you know the Who, What, and When about your message before you call the toll- free number to send a message. Who Will the message go to all members or only specific Subgroup(s)? Remember to make note of which Subgroup number(s) you want called. You can use Subgroup 00 (zero, zero) to send a message to all active members in the Roster. If your Group is also a Super Group, you can use Subgroup ** (star, star) to call all members in all Groups. What - Are you asking your members a question? We call this Polling your members. If you will need your members to provide you with a touch- tone response, make note of what questions you are asking and what each response means (you ll be able to view their responses in your Message Report Detail). 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. 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. 7

8 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 - A feature that allows Group Members to input additional phone numbers and addresses in the Group Roster. They do this by clicking a website banner link on the Group's own website. Family Profile Website Banner - A web link placed on a Group's own website to allow Members to update their own contact information. 8

9 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. 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. International calling is available in a Pay- Per- Call Service Plan. 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. Member - A person who is listed in your Roster and who is a member of your Group. 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 and/or when an or text message is sent. 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, 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. 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). 9

10 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 through 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. Primary Number Primary Number allows the Group Leader and Messengers to identify one or more primary, or main, numbers within the Roster. Messages which are not urgent may be delivered only to primary numbers while messages which are more critical, like emergency alerts, early dismissals or closures, may be delivered to all phone numbers listed for a person. 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. 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. 10

11 Sequence Dialing - Feature which 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, 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. 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. 11

12 The One Call Now Family Thank you! We appreciate your business and look forward to serving you. 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. 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. We hope you find it easy to use and it becomes an invaluable tool for you and your organization. Welcome to One Call Now! 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 onecallnow.com Learn how to: Set up your roster/ calling list Record and send a message View Message Reports and more! Getting Started Send your first message in minutes! Clip and save this handy wallet card for easy reference! Questions? Visit onecallnow.com or call Use the menu at left to access your account, send messages, and more!! 2. Login with your Group ID & Password. 1. Go to Group ID: How to Log In to Your Account: Welcome to One Call Now! Subgroup 1 Lay Leaders M Julie Lewis Art Long WIll Dunn Ida Blue Lynn Shore Great River Baptist Church Subgroup 2 Choir M Julie Lewis John Smith Joe Jones Matt Black Mark Burns Subgroup 3 Youth Group M Don Lee 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. OCN Grant Street PO Box 596 Troy, OH 45373

13 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. Dial to launch a message.