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

Transcription

1 General 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 Using the Import Wizard (loading your contacts)... 4 Editing the Roster... 5 Using Subgroups... 6 Using Messengers... 7 Sending Your Message by Phone... 8 Calling into Hear a Message... 9 Message Reports...10 Receiving Phone Messages...11 Sample Messages...12 Your Group ID and PIN...13 General Suggestions

3 Introduction The following pages contain user instructions limited to a single feature per page of some of the basic features of One Call Now. Print these out to use them as cheat sheets for Messengers and Group Leaders. This guide is not a comprehensive guide to each feature, and is not a systematic walkthrough, but rather a quick reference for some of the more commonly used parts of the One Call Now calling system. For more in-depth information on any feature, visit our Help & Support Center at help.onecallnow.com. For each feature, this guide assumes that you have already logged into your One Call Now account. 3

4 Using the Import Wizard (loading your contacts) The Import Wizard allows you to import a spreadsheet file (such as and Excel file) to your Roster. From the Group Leader menu (left hand side of dashboard): 1. Choose Manage Group, then Import Wizard. 2. Click the Start Import button to begin. 3. Click the Select button to locate your file on your computer. 4. Choose the Replace or Add option. 5. Click the Next Step button. You should now see the first few rows of data from your file. If your file includes descriptive headers (descriptive headers describe the data in each column and help prevent errors), the Import Wizard will attempt to assign a data type for each column. If your file does not include descriptive headers, use the drop down arrow buttons at the top of each column to identify what information is contained in that column. Any columns that should not be importd, such as street addresses, select the "Do Not Import" option. 6. Click the Next Step button. 7. If you have existing Subgroups or have Subgroup(s) column in your spreadsheet, there is an additional configuration page. Verify that the Import Wizard has correctly identified your Subgroup(s). Make any necessary changes before proceeding. 8. Review the number of members, phone numbers, and addresses carefully. 9. Click the Import button. 4

5 Editing the Roster Your Roster is where you store your members contact information. From the Group Leader menu: 1. Choose Manage Group, and then Roster. 2. Click on the Edit icon to the far left of the member s name. 3. Make any needed changes in the pop-up window. For example: a. Change the member name by typing in the Name box or make the member temporarily inactive by un-checking the active box. 4. To change Subgroup membership, click the Subgroups tab and then check in the appropriate Subgroup boxes. 5. Click the Save button to save your changes and close the pop-up window. 5

6 Using Subgroups Subgroups allow you to target delivery of your messages to some of the members in your Roster. 1. Click Manage Group, and then click Manage Subgroups. 2. To create a Subgroup, click the green Add Subgroup button. 3. The system automatically assigns a number to the new Subgroup. You may change this number if you wish. Number your Subgroups so they make sense as you will use them to identify the Subgroup(s) you want to call when initiating messages from your telephone or mobile app. 4. Enter a Subgroup name that can describe the Subgroup, such as Tea Committee or Grade Check the box to the left of each Group member to include the member in the new Subgroup. a. Select All will check all Group members for inclusion in the Subgroup. This can allow Messengers to initiate messages to a Subgroup that includes all Group members. b. Clear All will uncheck (or remove) all Group members in the Subgroup. This is helpful with Subgroups whose membership changes frequently, such as an Attendance or Visitor Subgroup. Once a Subgroup has members, the Subgroup list can display either members of the Subgroup or members not in the Subgroup. Click either In this Subgroup or Not in this Subgroup. 6. Click the Save button to save your changes. 6

7 Using Messengers Messengers allow other leaders in your Group to deliver messages to Subgroups. 1. Click Manage Group and then click Manage Messengers from the menu on the left. i. As Group Leader, you will already appear in the Messenger list. 2. To create a Messenger, click the Add Messenger button. 3. Enter the First and Last Name and an address for the Messenger. 4. Set the Time Zone. 5. Assign the Messenger a four-digit PIN (each Messenger must have a unique PIN). You may allow the Messenger to use Quick Login by entering the phone number from which the Messenger will most often initiate a message. 6. Click on the Menu Access tab to assign rights for this Messenger and then the Subgroup Access tab (if not a Full Access Messenger) to assign privileges. 7. Click the Save button to save your changes. 7

8 Sending Your Message by Phone 1. Logging In: Dial Once you hear the greeting, press the pound sign (#) followed by your 6-digit Group ID and 4-digit PIN. (Enter your Group ID and PIN as one number, for example, # ) 2. Group Leaders Only: If a Message Introduction has not been recorded, you will be prompted to record one (Messengers cannot record the Message Introduction). This introduction is played before every message you send. For example, You have a message from The Troy Club. 3. At the One Call Now Leader Menu, press 1 to send a message to your Group. 4. You may be asked if a touch-tone response should be recorded from your members or not. Press 1 if you want your members to respond to a question (we call that Polling). Press # if you do not need a touch-tone response from your message recipients. 5. Recording Your Message: At the tone, begin recording your message. Press # to end your recording. Depending upon your subscription you will have 30 to 120 seconds. 6. Listen to your message for clarity and completeness particularly if capturing a touch-tone response. Press 1 to accept, or press 2 to re-record your message. Choosing Members: If your plan does not include Subgroups or if Subgroups have not been created, go to Step To send a message to the entire Group Roster, press 00 (zero, zero). To send your message to an individual Subgroup, enter the Subgroup Number. Press 1 to confirm the Subgroup Number you entered. Super Groups: (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). To send the message to more Subgroups, enter the Subgroup number, or press #. If Main Contact/Primary Number is utilized by your Group, there is an additional prompt: To send a routine/informational message to main contact/primary phone numbers only, press 1. To send an important or urgent message to all phone numbers for your members, press Scheduling the Delivery Date/Time: 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 for making attempts on a second day. 9. 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. 8

9 Calling into Hear a Message 1. Dial You will hear the prompt "To listen to your Group's latest message, press 1." If the phone number from which you are calling is not the phone where you normally receive messages, you will be prompted to enter the phone number which does receive messages. 2. You will hear a prompt informing you of the most recent message. At the prompt, press 1 to listen to this most recent message. To listen to a prior message, press The message is played for you. Listen to the entire message. If the Sender requested an answer or response to a question in the message, enter your response. The sender will be able to see what you entered in a report! 9

10 Message Reports Message Reports allow you to see who was reached and when. 1. Click on View Reports and then Message Reports. 2. Choose the appropriate date range and then click the View Results button. 3. Click any of the radio buttons to change the date range of messages displayed. 4. Click the View Results button to display the messages recorded during the selected date range. 5. The graph icon shows that a touch-tone poll response was requested from Group members. Clicking the icon will bring up the results of the poll. Listen to the message by clicking the speaker icon. 6. To view message deliveries in detail, click on the Message Date. This will open a new browser window or tab, depending on which browser and settings you are using. 7. The table displayed is a listing of each Group member included in the message delivery: Name is the Group member s name as listed in the Roster. Destination is the phone number or address of the Group member. Description is any description of the destination listed for the member in the Roster. Status is whether the message Reached Person or Reached Machine or if the number was a No Answer. Response is the touch-tone response the recipient pressed on his or her telephone key pad. 10

11 Receiving Phone Messages If you have not chosen to receive Push Notifications in a mobile app, your phone will ring. The Caller ID may display the Group Leader s or organization s phone number, or the One Call Now s toll free number of Sometimes the Caller ID service may fail to display the phone number and name correctly. In this case the Caller ID on your phone may read Unknown. When you answer the phone you may hear One Call Now s signature tones and an introduction recorded by your Group Leader. You will then hear a slight pause while the determination is made as to whether the phone was answered by a person or an answering machine. You will then hear your Group s message. If your leader asks for a touch-tone response, enter your selection after listening to the entire message. If a message was left on your answering machine and you need to enter a touch-tone response, see Calling in to Hear a Message above. 11

12 Sample Messages Message Introduction (Group Greeting) This is a message from The Troy Club. (3 to 6 seconds) Sample message This is Bill from the Baptist Church. We have a picnic scheduled on Saturday, the fifth, at three-thirty. Please attend this event and encourage friends and family to attend. Sample delay message This is Principal Watson. We have a two-hour delay today. All arrivals should be two hours later than normal. Again, all arrivals should be two hours later than normally scheduled. Sample rescheduling message This is Adam from the Community Church. We have rescheduled our picnic. Our event will now take place on Monday, the fourth at four o clock instead of Saturday evening. We ask that you please attend this event and encourage friends and family to attend. Again, our event has been rescheduled for Monday, the fourth, at four o clock and will be held at the church annex. Sample message requesting a touch-tone response (Polling) This is Stefanie from the Preschool. We are taking a poll to see if all the teachers are ready for today s activities. Please listen to the choices and press the appropriate number to indicate your status. If all day activities are scheduled and ready to go, press 1. If you need help, press 2. If you need a call back, press 3. Please enter your response now. If you missed part of this message or if you listened to this from voic , call to hear the message again and enter your response. 12

13 Your Group ID and PIN Write your Group ID and PIN on the wallet card below. Cut it out and keep it handy so you can make calls any time. Your Group ID and PIN will be used when calling our toll free number to send a message. Your One Call Now password is used to login to the website to manage your Group online. 13

14 General Suggestions Review and update your account settings online at One Call Now. If anyone calls One Call Now Support saying that there is a wrong phone number listed, we can notify the Group Leader: Check My Profile to ensure everything is accurate and complete. The Organization Name should be your organization s name. Check your contact information including address. Check your Call Delivery Options under Settings and then Message Options: o Check that Caller ID and Call Delivery Times are appropriate. Caller ID can be left blank in which case the One Call Now toll free number will display on recipients phones. o Be sure the Start and End Times are early and late enough for your organization s scheduling needs. o It is recommended that Play Tones and Play Message Introduction be left on. Those items let your members know the call is from your Group and aids in message delivery to answering machine/voice mail. Send a test message to your Group before messages are needed. This will increase your comfort with the auto attendant prompts. Be sure to require a response in your test message (Group Polling) so that your recipients will be familiar with this feature too. Review the Message Report of the test message to verify that all phone numbers are working phone numbers for your Group. Edit your Roster if necessary. 14