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

Transcription

1 Hot Transfer 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 Table of Contents Introduction... 3 Message Recipients... 4 Hot Transfer Requirements... 4 Call Credits... 4 Hot Transfer Settings... 6 How to Change the Account Settings... 6 How to Change the Settings for an Active Message... 7 Additional Notes... 8 Sending Your Hot Transfer Message by Phone... 9 Send a Hot Transfer Message Using Your Computer Text-to-Speech (optional feature) Audio Library Message One Call Stock Library Hot Transfer Reports Summary Message Reports Detail Message Reports Totals and Setup Info Tabs Control Panel Tab Delivery Records Delivery Records by Deliveries Delivery Records by Members

3 Introduction Hot Transfer is an optional feature for most service plans and allows your message recipients to do a live transfer to a specified phone number any time during the playing of your One Call Now message. For example: A phone message to parents from a school might include the option to transfer back to the school to speak with the secretary about the child s absence. In a business setting, dispatchers may send a message to sales contractors reminding them that orders are due and allowing them to transfer immediately to place their orders for the week. There are literally hundreds of potential uses for Hot Transfer and the only limits are your own creativity! Too many calls coming in at once? Hot Transfer calls have flexible settings: You can temporarily stop the call or adjust your settings in the middle of a message to correct the transfer rate or number of calls coming into the specified number. You may use Hot Transfer with messages that use the Roster or with a Canned Call, which uses an uploaded call list. You can launch a Hot Transfer call using our toll-free number or by logging into your online account. 3

4 Message Recipients One Call Now can deliver messages utilizing Hot Transfer to your Roster (members who you contact regularly) or to an uploaded call list of names and phone numbers who may receive a message less often. Examples of Roster members are students in a school, employees of a business, or the members of a church or synagogue. An uploaded call list might be customers who indicated interest in a particular product (Canned Call) or the parents of absent students (Scenario Call). People on call lists may receive messages repeatedly over a space of time, but are not part of your Roster and usually contacted less frequently. NOTE: All Service Plans include a Roster for storing members names and phone numbers. Not all Service Plans include the tools for initiating messages to an uploaded call list. Canned Call, or Canned Call along with Message Builder, must be a feature in your Service Plan in order to initiate a message to an uploaded call list. Hot Transfer Requirements One Call Now is capable of delivering thousands of messages within minutes. An organization using Hot Transfer must have personnel and procedures in place to accept incoming, transferred calls from One Call Now. The call delivery speed in which One Call Now delivers messages that use Hot Transfer is controlled by the Hot Transfer settings. It is important that the Hot Transfer settings accurately reflect the resources available to accept incoming calls. NOTE: Message recipients may listen to messages delivered by One Call Now again (for up to seven days after the initial delivery attempt) by dialing Message recipients will have the same Hot Transfer options as if they had heard the message live. This means that message recipients may transfer to your organization with a message in mind that is not currently being delivered. Call Credits One Call Now Pay-Per-Call accounts utilize blocks of Call Credits. Each successful message delivery uses one Call Credit. Successful deliveries are those where a message is played to a person or answering machine. Calls which are transferred using Hot Transfer use Call Credits on a per minute basis. Messages that do not start a Hot Transfer continue to use just one Call Credit per delivery for each phone number in the call list or Roster. Calls that transfer to your specified number use multiple Call Credits on a per minute basis for the total time of the connection. Please check with your sales representative to verify the number of Call Credits used per minute for your account. For example, a message that results in a Hot Transfer where the total time connected to the specified phone number is five minutes may require 26 Call Credits: one for the initial message and then five for each additional minute(1 + (5 x 5) = 26). 4

5 Our toll-free number, , is available to message recipients who want to replay messages delivered to them by One Call Now. Message recipients have the same Hot Transfer options as when the message was a live delivery. Members who Call-in to hear the message do not use additional Call Credits. Any Hot Transfers resulting from a call-in will use Call Credits on the same, per minute basis. Your One Call Now account must have enough Call Credits available for the anticipated Hot Transfer rate and talk time of each call transferred. Please check with your sales representative for guidelines on the ratio of credits that will need to be available for each message recorded. Based on the anticipated transfer rate and transfer talk time, this ratio may be as high as 500%. At that ratio, to initiate a message to 200 recipients, 1000 Call Credits would need to be available. You are only charged for the actual credits used. 5

6 Hot Transfer Settings Hot Transfer Settings control the delivery speed for a message requiring the Hot Transfer feature. Entering the expected transfer rate and number of available operators, the system calculates how quickly to send out your message. Hot Transfer Settings is also where you will enter which key you want the recipients to press and the phone number to which you want your member transferred. If the rate of delivery is too high, calls may transfer into your organization faster than staff members are able to address them. On the other hand, messages delivered too slowly may waste your staffing resources. Fortunately, you can edit the default Hot Transfer settings online either while a call is in progress or before the call starts. How to Change the Account Settings NOTE: To initiate Hot Transfer calls by phone using our toll-free number, you must first set up your Hot Transfer settings online. If you initiate your messages online you can change your hot transfer settings on a per message basis. 1. Click Settings, and then Message Options from the Group Leader menu. 2. Hot Transfer settings are located in the Advanced Message Options tab 6

7 3. Enter the Expected Transfer Rate. This is the percentage of calls that you anticipate transferring to your specified phone number. 4. Enter the Number of Available Operators. This is the number of persons available to answer calls transferred from One Call Now. 5. Enter the phone number where calls should be transferred to in the box labeled 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. 6. Select from the drop down list labeled Transfer Request Key the number on a telephone key pad that your message will tell recipients to press in order to transfer. 7. Click the Save button. How to Change the Settings for an Active Message You can change the Hot Transfer settings while a call is in progress to adjust for the incoming transfers. The instructions presented below are specific to these settings. The Hot Transfer Reports section in this document covers Message Reports in more detail. 1. Click on View Reports, then Message Reports from the Group Leader menu. 2. Choose Today for your Date Range and then click the View Results button. 3. Below the View Results button, you will see the Message Report Summary. Click the Message Date link to open the Message Report Detail. The Message Report Detail will open in a new window or tab, depending on your web browser. 7

8 4. Now click the Control Panel tab located at the top of the page. 5. Directly under the Control Panel tab is the Message Remote Control. This allows you to Pause or Cancel a message that is in progress. 6. On the right hand side of this pane are the Hot Transfer settings and they work as described in the previous section. You can choose to pause the call and make your changes, or you can just make your changes while the call is in progress. 7. Be sure to click the Update Settings button after making any changes to the Hot Transfer settings. Changes make take up to two minutes to take effect. Additional Notes Be sure the Transfer Request Key matches the one stated in the message. For example, if the Transfer Request Key is 9, your message must tell recipients to press 9 to transfer. Your message might say, To speak with someone now, press 9. To have someone call you later, please press 8. Touch-tone responses that do not initiate a Hot Transfer display in the Message Report. The Message Report will show which recipients pressed 9 and transferred as well as those who pressed 8 to be called back later. 8

9 Sending Your Hot Transfer Message by Phone 1. Dial You will be prompted, as a Group Leader, to press the pound sign (#) followed by your Group ID and PIN. (Press #, your Group ID and PIN all in a row. For example, # ) 2. If a Message Introduction has not been recorded, you will be prompted to record one. This introduction can be played before every message you send. You will only do this step one time. Your Message Introduction is three to six seconds. Record and accept your Message Introduction. NOTE: Only the Group Leader can turn off the Message Introduction. 3. From the One Call Now Leader menu, press 1 to send a message to your Group. 4. You will be asked if a touch-tone response should be recorded from your members. Press 2 to turn on Hot Transfer and to capture touch-tone responses. 5. At the tone, begin recording your message. Press # to end your recording when you are finished. Depending upon your subscription you will have 30 to 120 seconds. Be sure that you tell your members which key they need to press to be transferred. 6. Listen to your message for clarity and completeness. Press 1 to accept, or press 2 to re-record your message. If your plan does not include Subgroups or if Subgroups have not been created, Steps 7 and 8 are skipped. 7. To send a message to the entire Group Roster, press 00. To send your message to an individual Subgroup, press the two-digit Subgroup Number (i.e. you must enter 02 for Subgroup 2). Press 1 to accept the Subgroup Number. a. If your Group is also the Super Group (such as the central office of a school district or corporate office of multiple work locations) and you want to send your message to all associated Groups, press ** (star, star). 8. To send the message to an additional Subgroup, press the two-digit Subgroup number or press # when you are finished entering your Subgroups. a. If your Group utilizes Primary Number, there is an additional prompt. To send an informational message to primary phone numbers only, press 1. To send an important or urgent message to all phone numbers, press At the prompt, press # to send your message or press 1 to modify your delivery times and options. This allows you to override your default delivery times and settings or schedule delivery for a future date. 10. Your message will be delivered after you hear "Message delivery has been confirmed." If you hang up before that prompt is played, your message delivery is cancelled. 9

10 Send a Hot Transfer Message Using Your Computer 1. Click Messaging and then Send a Message from the Group Leader menu. Message setup consists of choosing the type of message (Informational, Priority, Quota, or Sequence)* you need to send. Depending upon the features included within your plan, you may not see all of the options below. It is also possible to send messages to members that are NOT contained in your roster. This is referred to as the Canned Call feature. For more information on any of the features shown below or Canned Call, check out our Help & Support Center. NOTE: Not all Service Plans include High Priority or Message Builder options, if your Service Plan does not include these features, you will not see them listed on this screen. *High priority message delivery, Quota Calling, and Sequence Dialing can be added to select Service Plans. These messages are reserved for vital messages (typically for Emergency Management organizations or Search and Rescue groups that need to reach selected members within their Group immediately. These messages are placed in a High Priority queue ahead of standard messages). After you have selected which method to use to convey your message, select the Source of Contact Information: 10

11 NOTE: Typically, messages are sent to members in the Roster. If the Canned Call feature is included in your Service Plan, you are also able to send messages to members not in your Roster via an uploaded file. 2. Select your call type and click the Next button. 3. Again, depending on the features in your plan, you may see one or all of the methods for sending out voice calls to your members: Text-to-Speech (optional feature) The Text-to-Speech engine can speak your message for you. Simply type your text in the box, choose a voice to read your message. The Text-to-Speech voices are impressively human sounding with 19 available languages, the Text-to-Speech engine saves you time when sending messages. Audio Library Message 11

12 Audio Library Message When you choose the Audio Library option, you can then choose to have a different message play for live answers and for answering machines. Once you have decided to use one or two messages, then the click the drop-down box to display the list of available files in the Audio Library. If you have Advanced Language options, you may choose to send either a multilingual or single language message. Accounts with Basic Language options are limited to single language messages. One Call Stock Library Stock messages are delivered in multiple languages based on your group members preferred language setting. There are 30 common messages recorded by native speakers in 11 languages, including English. Choosing a stock message is very similar to choosing files from the Audio Library. However, you cannot have a different message for answering machines. As with messages from the Audio Library, you can choose to send either a multilingual or single language message. Accounts with Basic Language options are limited to single language messages. 4. If the Roster is the source of your contact information, you will be prompted to select to which Subgroup(s) you will send your message. If you chose Uploaded file, move to Step 5. 12

13 5. If you selected to send a message to an Uploaded file on the first screen, your screen will allow you to select and upload that file in this step. Click the Select button to browse to your list of contact information. 13

14 6. After you have selected and opened your file, the following screen appears allowing you to verify you selected the correct file. Click the Next button. 14

15 7. Choose the Transfer radio button to enable the Hot Transfer feature for this message. 8. Click the Next button. 9. Select when you want to send your message. 15

16 10. To Save your message for future use, check the box next to I would like to save this message for future use then enter a Message Code (Maximum of 8 digits) and Message Name for your message (a description is included to enter more information about your message for future reference. The message will be saved for future use in Saved Messages. More information on Saved Messages is available at the One Call Now Help & Support Center. 11. Click the Save Only button to save your message or choose Save and Send to send your message and save a copy of it for future use. Hot Transfer Reports Message Reports contain detailed information about your message delivery. Message Reports display whether messages were sent via the phone or started from the One Call Now website. In addition, you can see the method of message delivery, such as to phone numbers or addresses, as well as when messages were delivered. Message Reports are generated as soon as a message is started. As a result, they show the status of messages: are they actively being delivered, waiting to start, or complete? They also show who created a message and what happened at each message destination. Summary and detail reports are available online. The Detail Message Report contains additional controls for changing active messages. These controls include scheduling, pausing, or cancelling the message, as well as adjusting the Hot Transfer settings. Message Reports that use Hot Transfer are listed together under the Hot Transfer Reports link. 1. Click View Reports, and then Hot Transfer Reports from the Group Leader menu. 2. Choose any of the available options to change the date range of messages displayed. a. Today b. Yesterday c. Last 30 Days d. Last 60 Days e. Future f. Date Range i. Clicking Date Range will activate the Start Date and End Date calendar controls. You may enter a Start Date and End Date or click the Calendar icon. 16

17 Summary Message Reports The Hot Transfer Summary Message Reports are arranged in a table format. The heading information displays the optional Message Name and the Message Date of the message initiation. Message Date is also the link to view the details of a message delivery. Status is the current state of the message delivery. Count of Deliveries is the total number of deliveries to phone numbers scheduled. The Completed heading is the total number of successful deliveries. Transfers Requested is the number of message deliveries where the recipient pressed the key to Hot Transfer to the specified phone number. Requested Percentage is percentage of message deliveries where the recipient transferred. The base is of the total number of scheduled deliveries. Transfers Completed is the number of message recipients that were successfully transferred to the specified Hot Transfer phone number. Transfer Duration is the total length of time (in minutes) message recipients were transferred to the specified Hot Transfer phone number. This includes talk time and any time message recipients may have been on hold at the transfer destination. Credits Used is the total number of Call Credits used to deliver a message and to transfer a recipient to the specified phone number. The last row totals the columns of the individual Summary Message Reports. Detail Message Reports Detail Message Reports contain additional controls and delivery detail data. The top half of the Detail Message Reports page shows the Message Report Tabs. 1. Click View Reports, and then Hot Transfer Reports from the Group Leader menu. 17

18 2. Locate the Hot Transfer Message Report Summary and click on the date that is green, bold, and underlined. A new browser window will open with the Message Report Details. Totals and Setup Info Tabs The first two tabs in the Message Report Detail are the Totals and Setup Info tabs. The Totals tab summarizes the Message Status and displays each member along with the delivery details for that destination. In the Message Status box on the left of the page, you can find the Add to Audio Library button as well as the status of the message. Here you will also find the time and date of both the first and last attempts, a summary of reached/unreached, and the total number of deliveries. In the Subgroups Selected box on the right hand side of the page, you see the number(s) and name(s) of the Subgroups used for this message. 18

19 Below the tabbed area of the Message Detail Report are the names, numbers, as well as other details, which belong to this message. The Setup Info tab shows the details of the message initiation. The left hand box contains the Message Setup. There are several pieces of information contained in this box. Message Initiated is the date and time of message creation. Scheduled Start Day is the date the message starts. Start Hour is the earliest possible time that message delivery could occur. Messages that are scheduled to start when recorded are referenced to the top of the hour. That is, a message recorded at 2:25 pm is given a Start Hour of 2:00 pm. End Hour is the latest possible time that message delivery could occur. Continue Next Day is either Yes or No indicating whether phone message delivery attempts should start again on the following day for any phone numbers that were unreached on the Scheduled Start Day. Response Requested options are Poll, Transfer with Poll, or None. Poll indicates that the message asked for a touch-tone response in phone deliveries, but without transfer capabilities. Transfer with Poll indicates that the message asked for a touch-tone response and that the settings assigned a number as a transfer key for Hot Transfer. Originator is the Group Leader or Messenger who created the message. Origination Number is the Caller ID number that displays for phone messages. 19

20 The Message Type box shows the method of creation for the message (Phone or Website). Initiated by is the Source of the message, such as phone or website. Message Type is the Type of message used. The Hot Transfer Setup box shows the initial Hot Transfer settings described in previous sections. That is, Expected Transfer Rate, Number of Available Operators, Transfer to Number, and Transfer Request Key. This box displays the initial Hot Transfer Settings that you can update while messages are in progress. Control Panel Tab Click the Control Panel tab to change, pause, or cancel the delivery of active phone messages or to change the Hot Transfer Settings. The Control Panel tab will become inactive after a message is complete or cancelled. Hot Transfer Settings may need to be updated if the Expected Transfer Rate is greater than expected and your organization s staff is receiving more transferred calls than can be answered in a timely manner. The number of operators may either increase or decrease during the course of a message delivery. If you need to change the transfer number that recipients will be forwarded to, you may do so during a call as well. The Message Remote Control box shows the current Status and buttons to stop active message delivery. To suspend active message delivery, click the Pause button and then the Yes button in the popup window to confirm your intent to pause the message. You may restart Paused messages within the current message delivery period. 20

21 To cancel a message click the Cancel button and then the Yes button in the popup window to confirm your intent to cancel the message. Cancelled messages cannot be restarted. The Update Message Settings box on the left shows your delivery schedule. Change the Start Date, Start Hour, and End Hour by typing in new information or by clicking the icon. Check the box Continue next day if delivery attempts should be made to any phone numbers that were not answered on the first day on a following day. Attempts will begin at the Start Hour. The Hot Transfer Settings box on the right shows the current Hot Transfer settings: Expected Transfer Rate, Number of Available Operators, Transfer to Number, Transfer Request Key. These can be updated while a message is being actively delivered. Change any of the settings by typing in new information. There are no retry attempts for successful message deliveries. For messages already active, the updated settings will apply to any message deliveries that have not already successfully completed. To accept delivery schedule or Hot Transfer changes, click the Update Settings button and then click the Yes button in the popup window to confirm the changes. Delivery Records Records are viewable by individual message deliveries or by Group member for messages delivered to a Group Roster. Message Reports are updated in real time; click your browser s refresh button or press 21

22 the F5 key to get the most current Message Report. To view delivery details by Group members, if applicable, click the View By Member button. To filter the detail table so that only unreached members or destinations appear, click the Show Unreached button. You may convert the results to a PDF by clicking the PDF icon. You may choose to export to Microsoft Excel by clicking on the Excel icon. The detail table can be filtered or searched. From the Search by drop down menu, select Name, Phone, , Status, or Group Name. Then enter the criteria for which to search such as a last name or the name of the Group to which a member might belong. Click the Search button to filter the table. This feature can identify members with phone numbers listed in error or messages delivered only to voice mail or to verify delivery of a message to a specific phone number. Delivery Records by Deliveries Name is the Group member s name as listed in the Roster. Destination is the phone number of the recipient. Description is any description of the destination listed for the member in the Roster. Status for is the current disposition for a message delivery. The First Attempt is the date and time the first attempt was made to deliver the message. Delivery Time is the date and time the message was successfully delivered. First Attempt and Delivery Time are local to your recipients based on the area code and exchange. The time zone is in parenthesis. Duration is the length of time in seconds of the connection between the One Call Now system and the recipient s telephone for the delivery of your One Call Now message. Duration does not include any Hot Transfer time. The column heading, Attempts, describe the number of attempts made to the destination to deliver the message. Credits Used is the total number of Call Credits used to deliver a message and to transfer a recipient to the specified phone number. Transfer Status is the status of calls that transferred to your organization: Reached Person means an operator within your organization answered a transferred call. If a transferred call was not answered or encountered a busy signal, Unreachable Unanswered or Unreachable Busy will display. Transfer is the total length of time in minutes the message recipient was transferred to the specified Hot Transfer phone number. This includes talk time and any time a message recipient may have been onhold at the transfer destination. 22

23 Delivery Records by Members The table displayed is a listing of each Group member included in the message delivery if the message was delivered to Group Roster members. Please see the Message Reports Guide for detailed information. Name is the name as it is listed in the Roster. Status is Reached or Unreached. The First Attempt is the date and time the first attempt was made to deliver your message to the member. Delivery Time is the date and time the message was successfully delivered to the member. Time to Reach is the hours and minutes between the time the message Start Time and when the message was successfully delivered to the member. Deliveries is the number of deliveries scheduled to the member via different destinations, such as members with multiple phone numbers and/or addresses. Credits Used is the total number of Call Credits used to deliver a message and to transfer a recipient to the specified phone number. Transfer Status is the status of calls that transferred to your organization: Reached Person means a call Hot Transferred was answered by an operator within your organization. If a transferred call was not answered or encountered a busy signal Unreachable Unanswered or Unreachable Busy will display. Transfer is the total length of time in minutes the message recipient was transferred to the specified Hot Transfer phone number. This includes talk time and any time a message recipient may have been onhold at the transfer destination. The plus icon on the left expands the record for the member to show the details of the different delivery destinations, such as multiple phone numbers for a single Group member. Clicking the icon expands the record so that the individual delivery records can be viewed as described in the previous section. 23