Message Reports · Upon completion of a message, the system emails an Email Message Report to the...

Message Reports

Guide & User Instructions Revised 04/2013

726 Grant Street

Troy Ohio 45373

877.698.3262

937.335.3887

onecallnow.com

[email protected]

America’s Largest Message Notification Provider

© Copyright 2009-2013 One Call Now, LLC. All rights reserved. One Call Now is a registered trademark of MyTeam1, LLC.

One Call Now · 726 Grant Street · Troy, OH 45373 · 877.698.3262 · onecallnow.com 2

Contents ...................................................................................................................................................................... 1

Introduction .................................................................................................................................................. 3

Email Message Reports ................................................................................................................................. 4

Set Up Messengers to Receive Their Email Message Reports .................................................................. 5

Searching for Message Reports .................................................................................................................... 6

Searching Message Reports by Subgroup(s) ......................................................................................... 6

Searching Message Reports by Status, Source/Type ............................................................................ 6

Summary Message Reports .......................................................................................................................... 8

Message Date ........................................................................................................................................ 8

Message Status ..................................................................................................................................... 8

Message Type ....................................................................................................................................... 9

Messengers ........................................................................................................................................... 9

Message Source .................................................................................................................................. 10

Delivery Information ........................................................................................................................... 10

Icons .................................................................................................................................................... 10

Detail Message Reports .............................................................................................................................. 12

Totals Tab ................................................................................................................................................ 12

Message Status ................................................................................................................................... 12

Setup Info Tab ......................................................................................................................................... 15

Control Panel Tab (Where You Can Pause or Cancel Active Messages).................................................. 16

Poll Results .............................................................................................................................................. 18

Delivery Records ..................................................................................................................................... 18

Delivery Records by Deliveries ................................................................................................................ 19

Delivery Records by Members ................................................................................................................ 20


Introduction

Message Reports contain information about the messages you send to your members. You receive

messages reports for each type of message you send (phone, email, SMS text, and mobile app

notification). There are different types of message reports:

Email Message Report - Report is emailed when a phone message is completed (email message

reports are not sent for email or SMS messages), meaning our system attempted to reach all the

phone numbers within the timeframe you requested. These reports contain general information

about how the message was set up and message delivery results.

Mobile App Reports – Report is available when using the One Call Now mobile messaging app. This

is a very brief recap of messages you sent via the app. Full details for any and all messages

(regardless of how they were initiated) are available online (see Detail Message Reports).

Summary Message Reports – Report is a summarized version of your message results and is

available online through your One Call Now account. These reports contain general information

about the message set up and a summary of the delivery results.

Detail Message Reports – Report is full detail and is available online through your One Call Now

account. These reports include in-depth data including individual deliveries, how many times a

connection was attempted to be reached, as well as the results of any polling questions. This

detailed report also allows you to adjust the controls for active messages. These controls include

scheduling, pausing, or cancelling the message as well as adjustment settings for Hot Transfer calls.


Email Message Reports

Upon completion of a message, the system emails an Email Message Report to the Group Leader and/or

Messenger who sent it. Completion can mean that all phone numbers were reached in some way, the

message reached the End Hour, or someone cancelled the message.

These reports also contain general information about the message set up and message delivery results.

For privacy and security, Email Message Reports do not contain detailed information such as names,

phone numbers, and/or email addresses.

The Call Setup section shows the message recording time and the caller ID. The recording time is the

date and time of call initiation based upon the Group’s local time.

NOTE: The system does not generate Email Message Reports for email or SMS text messages.

Figure 1

The Message Summary section summarizes the type of message and, if available, the message name.

The Call Results section shows the date and time of the first and last delivery attempt, based on the

Group’s local time. The Delivery Summary displays the percentages of the various outcomes of the call


as shown in Figure 1. If you sent your message to Subgroups, they will be listed after the Call Results

section in the “Your Message Was Sent to:” section.

The Group Leader chooses whether to receive Email Message Reports or not. The Group Leader can also

assign which Messengers receive Email Message Reports.

Set Up Messengers to Receive Their Email Message Reports

Sometimes Group Leaders or Messengers who initiate a message are not the persons who should

receive the message report. To setup others to receive Message Reports, log in to your online account.

From the Group Leader menu:

1. Click Manage Group then Manage Messengers.

2. To the left of the Messenger you want to edit, click the pencil icon.

3. When the window opens, check the box next to Email Message Report. See Figure 2.

NOTE: Messengers will only receive message reports for messages they send via email.

4. Click the Save button.

Figure 2


Searching for Message Reports

Sometimes you need to look up the results of a message that was sent in the past. Using your online

account, you can search for message reports in a variety of ways.

From the Group Leader menu, choose View Reports, then Message Reports. On the Search Message

Reports page, you may search for specific Message Reports based on the date it was initiated, the

source and/or type of message delivered, and/or the recipients (Subgroups).

1. Choose any of the available options to change the date range of messages displayed.

Figure 3

2. Click the View Results button to display the messages initiated during the selected date range and

using the other search options.

Searching Message Reports by Subgroup(s)

To search for messages delivered to specific Subgroups:

a. Click the Select Subgroups button.

b. In the popup window you will find a listing of your Subgroups*.

c. Check the box (es) to the left of the Subgroup(s) you want to search then click the View

Results button.

*NOTE: Depending upon your account settings, you may also have these options to search. The

‘00’ (zero, zero) Subgroup is the One Call Now default subgroup for all members in your Group

Roster; the ‘**’ (star, star) Subgroup is the One Call Now default Subgroup for all members in all

Rosters of your Super Group.

Searching Message Reports by Status, Source/Type

To search for messages according to the Status of the message:

a. Click the drop-down list to the right of Status.

b. Select from the list then click the View Results button.


Source and Type work in the same manner as Status. Source represents the origin of how the

message was initiated (website, phone, web service, etc.); Type represents what type of

message was sent (email, phone, etc.). See Figure 4.

Figure 4

NOTE: Not all Service Plans include all search options. If a Service Plan does not include a particular

feature that search option will not appear.


Summary Message Reports

Once you have clicked the View Results button, a listing of the messages that meet your criteria are

displayed. The Summary Message Reports are just that, a summary of the activity relating to a message

you sent. Summary Message Reports are available for all message types (phone, email, SMS, etc.).

Below are tips for how to use the Summary Message Reports

Message Date

The Message Date is the link to view all of the details of a message delivery.

Figure 5

The Start Hour is the time the message delivery started or will start (if scheduled for a future

date/time).

NOTE: Email messages will show the scheduled start time regardless of when the email was

actually created.

The End Hour is the time we stopped trying to reach your members. It could be time the last

member was reached or the last possible delivery attempt (based on the end hour set when

the message was initiated) for messages active or waiting to start.

Message Status

The Status is the state of the message delivery.

Complete messages - those where all phone numbers have been successfully reached or the

delivery times have ended.

Cancelled messages - those where the Messenger or Group Leader has cancelled any

pending deliveries. Cancelled messages cannot be restarted.

In Progress messages - those actively being delivered to Group Members.

Waiting to Start messages - those that have not yet started.


Paused messages – those are not currently being delivered, but may be restarted by the

Group Leader or Messenger.

NOTE: Messages can be paused temporarily. Paused messages that exceed their delivery date

and time by one day will change from Paused to Complete. Once a message is Complete, it

cannot be restarted.

Message Type

Type describes what type of message was delivered.

Phone Calls are recorded over the telephone and sent to telephones.

Text-to-Speech calls are created online using our Text-to-Speech engine and sent to

telephones.

Recorded Calls are prerecorded and held in the Audio Library and are sent to telephones.

Message Builder Calls are messages that are built from personalized components and sent

to telephones. (See the Message Builder Guide for more information.)

Email messages are messages sent to email addresses.

SMS messages are SMS text messages delivered to SMS enabled cellular telephones.

App Notifications are messages that are received via the My Call Now app.

NOTE: Not all types of messaging are included with all Service Plans.

Messengers

Messenger refers to the person who initiated the message (either the Group Leader or a Messenger).

Figure 6


Message Source

Source refers to how the message was created.

Phone messages – Initiated from a telephone.

Website messages - Initiated using tools online at the One Call Now website such as Text-to-

Speech or Message Builder.

Canned Calls – Initiated using the Canned Call tool online.

Auto Initiator - Messages which use One Call Now’s file transfer (FTP) capabilities for initiating

messages.

Web Services - Messages which use One Call Now’s Web Service capabilities (integration with

third party information systems).

NOTE: Not all Service Plans include all search options/features. If a Service Plan does not include a

particular feature that option will not appear.

Delivery Information

Deliveries means the total number of deliveries for the message and includes phone numbers or email

addresses.

Remain is the total number of deliveries that have yet to be completed for active, paused or waiting-to-

start messages.

Delivered is the total number of successful deliveries completed. For messages that are still being

actively delivered, this number is updated in real time.

Unreached refers to the number of messages deliveries that were not or have not yet been delivered.

Icons

The icon of people indicates that the message was sent to one or more Subgroups. Click on the

icon to view the Subgroup Numbers and Names that were included in the message delivery.

The icon of a graph indicates that a touch-tone polling response was requested from your

members. Click on the icon to view the results of your poll (to see how members responded to

the question you asked).

The icon of a telephone operator headset indicates that a touch-tone Hot Transfer was offered

to the message recipients. Click on the icon to view the results of the Hot Transfer. There are

two (2) graphs. The first graph:


Shows the percentage of each response where the base is the number of Group Members

who responded.

Key refers to the number pressed on the key pad.

Responded is the number of Group Members who pressed the key. Those who did not

respond are not included.

The second graph shows:

Percentage of Group Members responded

What percentage did not respond (where the base number is the total number of

deliveries).

The last column is an icon that links to the actual message delivered. Click on the icon of a speaker to

hear the phone message. Click on the envelope icon or the SMS bubble icon to view the text of

email or text messages.

NOTE: If no graph icon is present, the message was personalized for each Group Member. The message

content is available for this type of message in the Detail Message Report.


Detail Message Reports

Detail Message Reports contain additional controls and delivery detail data. To access all details for the

message, from the Group Leader menu:

1. Click View Reports, and then Message Reports.

2. Filter your messages if desired then click the View Results button.

3. Locate the Message Report in the list.

4. Click on the date that is bold and underlined. A new browser window (or tab) will open with the

details of your message.

Figure 7

Totals Tab

Message Status

The Message Status section summarizes the status of the message including details of the message; first

attempt, last attempt and a summary of the members who were reach/unreached.

Message Icons:

Icon Description

Speaker Icon: links to the audio message file.

Envelope icon: will allow you to view the body of the email

message.

“A” with a yellow bubble: indicates the message was a Text-to-

Speech message.

“Voice Messages are

explicitly created for each

delivery”

No icon: Indicates that the message content is personalized and

must be accessed from within the individual delivery records.


Status:

The Status is the current condition of the message: Complete, Cancelled, In Progress, Paused, or Waiting

to Start. Please see the previous section for definitions.

Messages that are In Progress, Waiting to Start, or Paused will show a Cancel button. A date and time

stamp of the status may appear. This indicates when a message was started, paused, or cancelled.

To end delivery attempts (or cancel the call) click the “Cancel” button and click “Yes” to confirm

the cancellation.

The First Attempt is the date and time the first attempt was made to deliver the message. The Last

Attempt is the date and time the last attempt was made.

Figure 8

The Add to Audio Library button is used to save this audio file to your Audio Library.


The Quota Results box in the middle of the page includes information related to Quota settings and

results.

Figure 9

In the Subgroups Selected box (right hand side of the page), you see the number(s) and name(s) of the Subgroups chosen for this message.

Super Group messages sent to all members in all Groups will show ** as the number and All

Groups as the name.

Figure 10


Setup Info Tab

The Setup Info tab shows the details of the message initiation.

Figure 11

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 day 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.

Time Zone Used is either My Time Zone (meaning the Group Leader’s Time Zone established in

the My Profile settings) or Time Zone on Phone Numbers (meaning the time zone for the

numbers being called.

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.

AnswerFlex is the setting chosen for how answering machines are managed.

Always indicates that when an answering device is reached, a message will be left.

Never indicates that when an answering device is reached, no message will be left.

Only After (which is followed by a designated time) indicates that when an answering device

is reached prior to the “Only After” time, no message will be left. When an answering device

is reached after the designated time, a message will be left (so long as the end hour set for

message delivery is not reached first.)

The Message Type box shows the options chosen when the message was created.

Figure 12

The first line indicates the type of message selected.

Message Name indicates the name of the message (if the message was saved)

Initiated by is the Source of the message such as phone or website.

Message Type is the Origination Type such as Audio Library, Email, SMS Text, Text-to-Speech,

Stock Library, Canned Call, or Message Builder Call.

Control Panel Tab (Where You Can Pause or Cancel Active Messages)

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 will become inactive when a message is complete or

cancelled.

The Message Remote Control box shows the current Status and buttons to stop active message delivery.

To temporarily suspend active message delivery, click the Pause button. Click the Yes button in

the popup window to confirm your request. You may restart Paused messages within the


current message delivery period. Messages paused more than one day past the end date will be

marked as Complete and cannot be restarted after that time.

To stop or cancel a message, click the Cancel button. Click the Yes button in the popup window

to confirm your request. Cancelled messages cannot be restarted.

Figure 13

The Update Message Settings box (on the left below Message Remote Control) shows your delivery

schedule. Change the Start Date, Start Hour, and End Hour by typing in new information or by clicking

the calendar/clock icons.

Check the box “Continue phone calls on the next day” if delivery attempts should be made to any phone

numbers that are not delivered on the first day. Attempts on the following day will begin at the Start

Hour chosen.

If you make changes, click the Update Settings button and then click the Yes button in the popup

window to confirm the changes.


Poll Results

Poll results are summarized in the Poll Results box in the middle of the screen. To view details of which

response was chosen by your members (along with the Mapped Polling Response) are displayed in the

details section at the bottom.

Figure 14

Delivery Records

Records can be viewed by individual message deliveries or by Group Member for messages delivered to

a Roster. Message Reports are updated in real time; click your browser’s refresh button or press 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 delivery details 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 delivery details can be filtered or searched. From the Search by drop-down menu, select Name,

Phone, Email, 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/email address of the recipient.

Description is any description of the destination listed for the Member in the Roster (Home

Email, Work, Cell, etc).

Status is the current disposition for a message delivery.

Response is the number the called party pressed after hearing the message (Polling Response).

Quota (optional feature) shows Yes or No depending upon whether the called party was

counted toward meeting the quota set.

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, describes the number of attempts made to the destination to

deliver the message.

Credits Used (refers to Pay-Per-Call plans) is the total number of Call Credits used to deliver a

message and to transfer a recipient to the specified phone number.

If the Hot Transfer feature is enabled for a message, the following will also be displayed on the Message

Report:

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 on-hold at the transfer destination.


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 the Roster (and not an uploaded file), Member’s 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 email 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 on-hold 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.

Message Reports · Upon completion of a message, the system emails an Email Message Report to the...

Documents

Transcript of Message Reports · Upon completion of a message, the system emails an Email Message Report to the...