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

Transcription

1 Settings Guide 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 Message Options... 4 Standard Message Options... 5 Advanced Message Options... 8 AnswerFlex... 8 PIN Delivery Options... 9 Hot Transfer Options Quota Calling Options Notifications Language Website Banners

3 Introduction Settings includes: Message Options, Notifications, Language, and Website Banners. Message Options include both Standard and Advanced Message Options. Notifications allow you to set who receives Message Reports, Opt-out Notices, and other notifications. Language settings are for enabling Multilingual Messaging and creating Language Subgroups as well as choosing which Text-to-Speech languages to enable. Website Banners allow you to choose an available banner, such as a Listen Here or Family Profile / Self-Update Web Banner, and then configure them for display on your website. 3

4 Message Options The Message Options page contains many settings. The settings are identified as either Standard or Advanced. If your plan does not include any of the Advanced Messaging features, the Advanced tab will not be shown. Standard Message Options include: Telephone Call-in Options Phone Message Delivery Options SMS Text Message Options (optional feature) NOTE: It may also include SMS Text Message Options if you have that feature included in your plan. Advanced Message Options include (but not limited to): AnswerFlex Canned Call Hot Transfer International Calling Message Builder PIN Delivery Quota Calling Sequence Dialing For more information on any of our Advanced Message Features, visit the One Call Now Help & Support Center! 4

5 Standard Message Options Telephone Call-in Options The first section of the Standard Message Options is for setting Telephone Call-in Options. Unless noted, none of the options on this page are required settings. Move your mouse over the green i-icons to see more information about a specific feature. Telephone Call-in Options 1. Quick Login Phone Number Enter a phone number from which most calls will be initiated. The system will recognize this number and log you in to your account (bypassing the prompts for your Group ID and PIN). 2. Require PIN for Quick Login Check this box for additional security. This requires the caller to enter the PIN before sending a message via the toll-free number. 3. Enable Fast Message Send - Check this box to speed up sending a message. This setting allows you to simply record a message and send it immediately to either all Group Members (if available) or to all assigned Subgroups. 4. Enable Polling Record touch-tone responses from your Group members when you send messages. Phone Message Delivery Options 1. Caller ID Caller ID is the phone number that will display when messages are received by members. If the caller ID field is blank, we will send the One Call Now toll-free number for the caller ID. 5

6 2. Standard Message Parts a. Play Tones Play the One Call Now tones at the beginning of your messages. b. Play Message Introduction Play your Group's recorded introduction at the beginning of your messages. Click the speaker icon to listen to the introduction. c. Play Closing Play delivered by One Call Now announcement at the end of your messages. By default, you cannot disable this feature. Contact Client Services at should you need this disabled. 6

7 3. Standard Call Delivery Hours Here is where you set the default for when you want your messages to be delivered. This setting is used to make sure you don t accidentally send a message to your group at 3:00 in the morning (unless you need to). a. Enable 24-Hour Call Initiation Check this box if you want to send messages 24 hours a day. This is especially helpful for fire, rescue, and other emergency services. b. Start Hour The default hour you want messages to start delivery. This is a required field. c. End Hour The default hour you want messages to end delivery. This is a required field. d. Continue next day Check this box to have the system retry numbers which were unreached today at the Start Hour of the next day. e. Base Start and End Hours on: i. Time Zone on phone numbers Use the recipient s time zone(s) for the Start and End Hours. ii. My time zone Use your time zone for the Start and End Hours. 4. If your service plan includes the Text-To-Speech (TTS) feature: a. Default TTS Voice Choose the default Text-to-Speech voice that you want to use for converting typed text into a spoken voice message. NOTE: Text-to-Speech does not convert text to different languages. It simply uses language-specific accent and pronunciation rules. 7

8 5. If your service plan includes SMS Text Messaging, you can set your default SMS Text Introduction: Advanced Message Options If your service plan includes any Advanced Messaging features, the Advanced Message Options tab will be visible. Unless noted, none of the options on this page are required settings. Move your mouse over the green i-icons to see more information about a specific feature or setting. AnswerFlex Allows Group Leaders to manage if (and when) messages are left on an answering device. This feature can be defaulted in the Advanced Message Options screen. When sending messages from the website, this setting can be change as well. Always Leaves a message when the system detects a machine has answered. Never Never leaves a message on a machine or voice mail, calls will continue to be made during call delivery hours. Only after If an answering machine is reached, a message will not be left until after the time selected from the drop-down list. NOTE: Each completed connection is considered a completed call and deducts 1 call credit. 8

9 PIN Delivery Options 1. Require PIN for Phone Message Delivery Checking this box will require recipients to enter a PIN (Personal Identification Number) to hear your message. There are four different PIN options. NOTE: Leaving this box unchecked will allow members to hear the message without entering a PIN. a. Global PIN One code that all members will enter on their telephone keypad to hear your message. 9

10 b. Member PIN This is a code that is specific to each individual member and can be set manually by editing each member record, or in a column when importing the Roster. c. Full External ID This PIN is the same as the External ID, such as employee or student number. NOTE: To use this option, the External ID number must be numeric. Alphabetic characters cannot be validated using a touch-tone keypad. d. Last 4 digits of External ID Same as above, except only the last four digits are required to listen to the message. The last four digits must be numeric to choose this PIN option. Hot Transfer Options 10

11 1. Expected Transfer Rate This is the percentage of calls that you anticipate transferring to your specified phone number. 2. Number of Available Operators This is the number of persons available to answer calls transferred from One Call Now. 3. Transfer to Number This phone number may be a toll-free number or any other phone number in the United States. Currently, Hot Transfer is unavailable in Canada and the U.S. Territories. 4. Transfer Request Key This is the number on a telephone key pad that your message will tell recipients to press in order to be transferred. For more in-depth information about Hot Transfer, see the Hot Transfer Guide. Quota Calling Options Accept Quota Key To set the default number you want used to indicate your members are accepting your polling request. Number can be 0-9. Accept Response To set a default message that you want the called party to hear when they accept (press the Accept Quota Key number). Decline Response To set the default message you want the called party to hear when they decline (do not press the Accept Quota Key number). Quota Met Response To set the default message you want the called party to hear if they receive your message and press the Accept Quota Key number but the Quota has already been filled. For more in-depth information about Quota Calling, see the Sequence Dialing and Quota Calling Guide. 11

12 Notifications One Call Now can the following notifications to up to seven people: The call results for completed phone message deliveries Member requests to add contact information using Family Profile Phone number and removal requests Roster imports using the Import Wizard Additional members can be added as follows: 1. Click Settings and then Notifications from the Group Leader menu on the left of the page. a. By default, the first entry is the Group Leader. NOTE: Clicking the Group Leader s name will go to My Profile where you can update the Group Leader name and/or . b. Status will list opted in unless either previous s sent to this address have bounced or the owner of the address has specifically opted out of receiving s from One Call Now. c. To add persons who are not Messengers, type their first and last names and their address in the boxes provided. 12

13 2. Click the Select from Messengers button to add persons from your list of Messengers. 3. Check the boxes to the left of the Messengers who should receive notifications and click the Add button. 13

14 4. Check the boxes for the notifications for the notifications you wish each person to receive. Columns will appear only for the features included with your Group s service plan. a. All Message Reports Check to receive all message reports sent for your Group. Messengers will receive reports for messages they initiate. b. Family Profile Check to receive reports of all additions and changes made through the Family Profile. c. Opt-out Notices Receive reports of all recipients who have requested not to be contacted by your Group. d. Import Wizard Click to receive notices when a Roster file has been imported to the One Call Now Roster. These notices will include errors, such as area code and exchange combinations that do not exist or phone numbers that have previously opted-out of your Group. 5. Click the Save button. 14

15 Language This setting allows you to create language Subgroups for each of the languages you need to communicate with your Group members. You can create the Subgroups here and update the members to put them in the Subgroup if you have already set a preferred language for them. Otherwise, you can create the Subgroup here and then upload you members using the Import Wizard or any One Call Now integration tool. For more information on Language Settings, refer to the Advanced Language Guide. 15

16 Website Banners One Call Now has a special tool to allow you to create interactive website banners that can be easily posted onto your Group or organization s own website. Inside this One Call Now website banner is a link that will enable your group members to hear your latest message (Listen Here banners) or redirect them to a special web page where they can enter other names and phone numbers (Family Profile/Self- Update Portal entries) to add to your Roster. You can even allow new members to join your group using the Self-Update Portal. From the Group Leader menu: 1. Click Settings and then Website Banners. 2. Follow the directions listed on the screen to create one or both of these helpful tools! Visit the One Call Now Help & Support Center for detailed instructions on creating web banners. 16