General Training

1. General Training One Call Now

2. What is One Call Now? • The One Call Now message delivery service allows persons within your organization to send messages to members’ telephones. • Telephone numbers are stored on a computer server and can be accessed through our secure web site. • Messages can be sent to all the members or to a sub set of members. • Messages can be sent at any time of day or night and can be scheduled in advance.

3. We Will Cover How To…. • Change Message Delivery Settings • Manage Your Calling List • Send Messages to Selected Members • Send Messages to All Members • Allow Other Staff to Send a Message • Ask a Question in a Message and Record an Answer • See Who Was Reached and When • Record and Send a Message to Your Group • Type and Send a Message to Your Group • Find Special Uses for One Call Now in Your Organization • Advanced Message Delivery Tools and Features

4. Your Profile • Group Leader • The person in charge of the operation of this Group with One Call Now • This person has a four digit PIN and issues the password for web access. • Basically, who are you? • Contact Name, Address, Phone, Fax, City, State, Zip • Email • Receives Message Reports • Remove number information • Phone numbers getting messages that shouldn’t • Family Profile updates • Phone numbers and email where people want to receive messages • Newsletters • Organization Name • Using Family Profile this is public • Time Zone • Fast Message • Quick Login

5. Let’s Go There Now • Go to www.onecallnow.com • First time only log in with Group ID and PIN • Create Password • Password is for access to the website • PIN for access over the telephone and for synchronization • Accept Service Agreement • Items of interest on right and recent messages at bottom • Click My Profile on left hand Group Leader Menu • Information about Group is on Service Summary • Does anything need to be updated? The “real” Group Leader might not be the person listed. • If so, click the Edit link

6. Call Delivery Options • Settings for most of your messages • Caller ID display • Must be numeric and controls what name shows up • Is the number dialed when a person “redials • Default Call Times • When it’s OK to send messages • Daily start time – the earliest you’ll send messages • Daily end time – the latest phones can be called • Next Day Delivery • To try to deliver messages on a next day

7. Call Delivery Options • Play Tones • 3 beat tones lets recipient know a recorded message is to follow • We humans are Pavlovian too • Play Group Greeting • 3 sec. introduction of your Group • “Please wait for a message from organization name” or “The following is a message from organization name” • Play Closing • Instructions to hear the message again • Instructions for opting out • Usually you can’t change this setting but can see what it is • EnablePolling • To record a touch-tone response from members • This feature can be turned off to save a step in the recording process

8. Polling and Voting • Allows you to record a touch-tone response from your members. • Just ask a question…”if you can volunteer Saturday, please press 1, if not, press 2” • The results will be calculated and shown in your Message Reports. • If a call is missed, the recipient can call in to 877-698-3261 to hear the message again and respond!

9. Let’s Go There Now • Click Call Delivery Options tab • Calling Times • Delivery Times and Continue Next Day (is that Next Day at 5 AM?) • Other Delivery Options • Tones and the Greeting affect Call Management, that is, was a call answered by a person or answering machine • Call Management is One Call Now listening for a second of silence • If One Call Now “hears” a second of silence the message plays • If there is no silence, One Call Now waits and waits for silence • The second of listening for silence should come after “something” has played so the message doesn’t begin with One Call Now’s very quiet listening • That “something” should be the Tones and/or your Greeting • The pause is One Call Now deciding if you’re live or voice mail.

10. Your Roster • Here’s where you… • Add/remove members • Add/change/remove telephone numbers • Manage Subgroups • Can also be done from Manage Subgroup menu • Rosters can be organized by last name first • Can be imported from Excel using the Import Wizard

11. Let’s Go There Now • Click Manage Group then Roster • Adding a member • Click the “Add Member” button • Type your name (last name first) in the top box • Type your cell number in the first box under the green band • Click the “Save Changes” button • Deleting a member – delete icon to far left • Editing a member – edit icon to far left • Columns list number of phones, emails, SMS phones • Active check mark means you want them to receive messages

12. Subgroups • Subgroups… • Are smaller groups of names chosen from the main group list • Allow you to send a message to a certain set of members rather than the entire Group • You can create Subgroups for teams, work groups, etc.

13. Let’s Go There Now • Click Manage Subgroups • Click “Add Subgroup” button • Assign the two digit number (use 98 as a test) • Enter a Subgroup name (how about Test for Today) • Click the box next to the names to include in the Subgroup (let’s start with the ones that were just added to the roster) • Click the “Save” button

14. Import Wizard Have a spreadsheet like thisone ready Click Import Wizard Click the “Start Import” button Step 1 Click the “Select” button and browse to your file (my new roster.xls in our practice here) Choose “Add…” – we don’t want to delete what’s already there Click the “Next Step” button Step 2 Columns map themselves based on header rows Click the “Next Step” button Step 3 Click the “Import” button

15. Messengers • Messengers • Send messages by phone or Text to Speech to Subgroups (so the Group Leader isn’t a funnel) • Have a different PIN and password • Can send messages to Subgroups as assigned by the Group Leader • Can send messages to the entire roster • Can add/edit/remove members or phone numbers from their Subgroups • If you have given them the above privileges

16. Let’s Go There Now • Click Manage Messengers • Click “Add Messenger” button • Enter required information • Assign the four digit PIN (don’t you dare use 1111) • Click Subgroup Access tab at top • Click the box next to the Subgroup (how about 98 Test for Today • Click the “Save” button

17. How to Send A Message • Call the message line: 877-698-3261 • At the Group Leader prompt enter “#” followed by your Group ID and PIN • Follow the prompts to record & approve your message • Enter any special delivery options when prompted • For polling, collecting a touch tone response • For sending to a Subgroup • For future delivery during or outside your normal default times • Hang up ONLY after hearing “message delivery has been confirmed.”

18. Let’s Go There Now • Grab your phone • Call the message line: 877-698-3261 • At the “Group Leaders and Messengers” prompt enter “#” followed by your Group ID and PIN • Follow the prompts to record your message • When prompted enter 98 for the Subgroup to call • When prompted enter # to specify immediate normal delivery • Wait for it……..”Message delivery has been confirmed” • Hang up • Hey, someone’s phone is ringing, go answer it and put it on speaker

19. Canceling a Message • Over the telephone • Call the message line: 877-698-3261 • Enter “#” followed by the Group ID and PIN • The first prompt will now be to cancel the message (rather than to send a message) • At the website • Log in to www.onecallnow.com • On the welcome page click the date of the message recorded • Click the button marked “Cancel” or “Pause”

20. Message Reports • Detail Data • Each name and phone number to which message was sent • Time when each number was contacted • How many attempts were made to contact that phone number • Was call answered by person or machine • Summary Data • When the call was placed • Caller ID number • When your calls were delivered • How many calls were delivered • Delivery credits used

21. Let’s Go There Now • Click View Reports • Click View Message Reports • Click Date of a message sent today • Play with Control Panel tab at your leisure • Whenever a message is initiated from the website a link will connect you to that Message Report. • Recent messages also appear on your log in page.

22. Advanced Messaging Tools • Text to Speech • Converts a typed message to audio • Is not available on all accounts • Canned Call • Is a prerecorded message or Message Builder • Sent to an uploaded list of phone numbers • Is not available on all accounts • Email • Attachments are links to your document held on One Call Now server • Is not available on all accounts • SMS Text Messaging • All cell phones MUST be opted-in by the cell phone owner • Is not available on all accounts • Prerecorded Messages • Available on all accounts • See Audio Library for instructions

23. Message Builder • Can be • A prerecorded message • A Text to Speech message • Sent to • Your Group and Subgroups • An uploaded list depending on account • More complicated messages can include • Text to Speech components • Prerecorded sound bites • Roster name entries converted to speech • Current date converted to speech • Information from an uploaded file depending on account subscription • Can be combined with Canned Call for automation

24. Let’s Go There Now • Click Messaging • Click Send a Message • Click “Send a New Message” • Then the “Text to Speech” button and “Next Step” button • Type something, if your are at a loss how about: “This is a test, this is only a test. If this were a real message, I would say something useful.” • Select male or female voice and click the “Next Step” button • Check Subgroup 98 and click the “Next Step” button • Review the date and times and click the “Next Step” button • Review the message, the Subgroup, the date and the times and click the “Confirm and Submit Message” button • Hey, someone’s phone is ringing, go answer it and put it on speaker

25. Troubleshooting Tips • Click Help & Instructions, then User Instructions • Guides contains step-by-step information for the One Call Now system • From User Instructions click Guides & Cheat Sheets • E-mail or call Customer and Technical Support from 8 am - 8 pm ET Mon - Sun • support@onecallnow.com • 877-698-3262 opt.3 for support