Guide & User Instructions Revised 06/2012

726 Grant Street

Troy Ohio 45373

877.698.3262

937.335.3887

onecallnow.com

support@onecallnow.com

America’s Largest Message Notification Provider

© Copyright 2009-2012 One Call Now, LLC. All rights reserved. One Call Now is a registered trademark of MyTeam1, LLC.

Advanced Language Overview ..................................................................................................................... 3

Advanced Language Support includes: .................................................................................................... 3

Supported Languages ............................................................................................................................... 4

About Language Subgroups ..................................................................................................................... 5

Language Settings ........................................................................................................................................ 6

Language Column Headings ..................................................................................................................... 7

Create Language Subgroups ......................................................................................................................... 9

Create a Language Subgroup ................................................................................................................... 9

Update Your Roster .................................................................................................................................... 11

Changing the Preferred Language Manually .......................................................................................... 12

Change Preferred Language Using the Import Wizard .............................................................................. 13

Upload Your File ..................................................................................................................................... 14

Send a Multilingual Message Using the One Call Now Stock Library ......................................................... 18

Message Setup ................................................................................................................................... 20

Send Text-to-Speech and Multimodal Messages in Different Languages .................................................. 26

Message Setup ................................................................................................................................... 27

Contacts ............................................................................................................................................. 31

Advanced Language Message Reports ....................................................................................................... 34

Tabbed Sections: Totals Tab ................................................................................................................... 34

Tabbed Sections: Setup Info Tab ............................................................................................................ 35

With 19 languages, our new Text-to-Speech engine has very human-sounding speech. The Stock Library

includes 30 common messages professionally recorded in 11 languages. One Call Now is the only

message provider that sends dual-language messages.

A multilingual Stock Message Library with 30 common messages professionally recorded in 11

languages. Select one stock message and send it in up to 11 different languages simultaneously.

Our Stock Library is currently available only for schools with select Service Plans. Please contact

a One Call Now Client Specialist at 877.698.3262 (option 3) for more information.

Adding or changing the language preference for any member on your Roster. The default language

for each member is English; other languages are available allowing you to customize your Roster

accordingly.

Roster and Subgroup Reports now display the preferred language for each Group member.

Import Wizard language recognition. Simply add a column on your Excel sheet designating the

preferred language of each member.

Non-robotic Text-to-Speech voices in English, Spanish and 17 other languages.

Improved Text-to-Speech pronunciation and vocabulary.

The ability to type your message in English, we will translate it for you and send it to your recipients

in the language you choose.

Enhanced email capability. Send email messages in over 50 languages.

Automatic Subgroup creation based on language.

Ability to change your Group's default language from English to another language.

The languages available in the One Call Now Stock Library include:

English Italian Polish Spanish

Chinese Japanese Portuguese Vietnamese

French Korean Russian

The enhanced One Call Now Text-to-Speech Voice Engine supports the following languages:

English Dutch Greek Russian

Arabic Finnish Italian Spanish

Catalan French Norwegian Swedish

Chinese Galician Polish Turkish

Danish German Portuguese

Email Messages can be translated and sent in over 50 different languages and include:

Afrikaans Finnish Latvian Slovenian

Albanian French Lithuanian Spanish

Belarusian Galician Macedonian Swahili

Bulgarian Haitian-Creole Malay Swedish

Catalan Hebrew Maltese Tagalong

Chinese Hindi Norwegian Thai

Czech Hungarian Persian Turkish

Danish Icelandic Polish Ukrainian

Dutch Indonesian Portuguese Vietnamese

English Irish Romanian Welsh

Estonian Italian Russian Yiddish

Filipino Korean Serbian

German Japanese Slovak

All Groups can create language-specific Subgroups through the Language Settings screen. Additionally,

once you specify these Subgroups, any Roster Import will automatically update these Subgroups for you.

For example, consider a Group whose Roster contains 16 people who prefer to be contacted in Spanish,

10 people want to receive messages in Russian, 26 who prefer to be reached in Chinese, 15 are flagged

for Korean, and the rest prefer English.

To set up this Group for this scenario:

Find out the preferred languages for each of your members. In this example, the languages are

Spanish, Russian, Chinese, Korean, and English.

Click Settings, and then Language from the Group Leader menu to create and save English, Spanish,

Russian, Chinese, and Korean Subgroups.

Use the Import Wizard to replace your current Roster with a new file containing the language

preferences in a column called ‘Language’.

Upon import, all members are automatically added to their respective language Subgroups

according to their language preference in the replacement file.

The member’s preferred language can be manually edited by clicking the Edit icon from the Roster

Maintenance screen

Language Settings is where you will select the preferred language for your Group and create language

Subgroups. Eleven (11) of the most commonly used languages are supported by our new Multilingual

Stock Message Library and are already selected for your Group by default. Change these selections

easily by checking or un-checking the box next to the language.

Note: Our Stock Library is currently available only for schools using select Service Plans. Please contact a

One Call Now Client Specialist at 877.698.3262 (option 3) to learn more about our Stock Message

Library and its availability.

1. Click Settings, and then select Language from the Group Leader menu.

2. If you have Advanced Language Support turned on, the “Enable Multilingual Messaging” box will be

checked. This must be enabled to use the new Stock Message Library, but can be disabled at any

time. However, if you do not have Advanced Language Support turned on, you will not see this

feature, nor will you have access to the Stock Library.

3. Your Group's Default Language is the language used for all stock messages if a Group member's

preferred language is not available. By default, English is the initial setting. Change the Default

Language by selecting a different language from the drop-down list. Another point to remember is

that the Stock Library does not include every language.

For example, if your Group's default language is set to English and you have a Group member with a

preferred language of Hungarian, your member would still receive your message in English because

the Stock Library does not support Hungarian.

4. Under Language Selection, the Selected Languages button will be active by default and you can see

your selected languages displayed. If this is your first time on the Language Settings screen, you will

see eleven different languages (including English) already selected. These are the most common

languages that are available for multilingual messaging using our Stock Library. Only the Selected

Languages supported by Text-to-Speech will appear in your Text-to-Speech drop-down list when you

use Send a Message.

5. To remove a language from your Selected Languages list:

a. Click the Selected Languages button.

b. Uncheck the box next to the language you want to remove.

c. Click the Save button.

6. To add a language to your selected languages list:

a. Click the All Languages button to display all available languages.

b. Check the box next to the language you want to add.

c. Click the Save button.

You can create Language Subgroups for different languages allowing Group Leaders to send messages to

multiple members with the same language preferences.

The column headings displayed in the Language Selection Table indicate the following:

Select Language – Check the box next to a language to select that language. Remove the check mark

to deselect it.

Language – This column displays a listing of all supported languages.

Members – This column will display the number of members that are marked in your Roster as using

this language.

Stock – This column indicates if the language is included in the One Call Now Stock Library. If your

Group does not have access to this library, this column does not appear.

Text-to-Speech – This column indicates if the Text-to-Speech engine supports this language. If the

Text-to-Speech feature is not available on your Service Plan, you cannot see this column.

Create Subgroup – Check this box if you want to create an active Subgroup for this language.

Subgroup Numbers – If your Roster already includes a language preference for each member of your

Group, you can create specific language Subgroups automatically. Enter an available Subgroup

number in this box and click the Save and Update Subgroups button at the bottom of the Language

Table. The system will search your Roster and automatically assign members to language Subgroups

based upon their language preference.

If your Roster does not yet have language preferences loaded, you can set up Language

Subgroups also. When you next load your Roster, the Import Wizard will assign your members

to these Subgroups.

You can create Language Subgroups for different languages, allowing Group Leaders to send messages

to multiple members with the same language preferences.

Note: If your Group does not have Subgroups, or has less than 25 members, the Language Subgroups

option will not be available. Most sports plans will not have the Language Subgroups option.

1. Check the box in the "Create Subgroup" column of the selected language.

2. Enter an available Subgroup number (click the View Subgroups button to see which Subgroups are in

use.)

3. Click the Save and Update Subgroups button if your members already have a preferred language

set. This will automatically assign members to Subgroups based upon their preferred language.

4. Click the Save button if you will be reloading your Roster using the Roster Import Wizard, OCC Plus

or SYNC.

The Language Selection screen allows you to choose preferred languages used for multilingual messages

with our Stock Library and for Text-to-Speech messages. If a language is supported, it will be indicated

with a “Yes” under the Stock and Text-to-Speech columns.

By default, the preferred language and the default language of all existing Group members is English.

When adding a new Group member, the preferred language also defaults to English, but you can change

it at the time you add it or anytime you edit a member in Manage Roster.

When you create a Text-to-Speech message, all of your Selected Languages listed on the Language

Settings screen will appear in the Text-to-Speech voice drop-down list. If you are adding a member with

a preferred language that does not appear in this drop-down list, that language must first be added

(selected) and then saved through the Language Settings screen. Make sure to select All Languages on

the language Settings screen to see all the languages supported by our Text-to-Speech engine.

1. Click Manage Group, and then select Roster from the Group Leader menu.

2. Click on the edit icon (the yellow pencil) next to the name of the member whose language

preference you wish to edit.

3. Click on the Preferred Language drop-down list to change from the default of English to another

language in the list. Remember, if the member’s preferred language does not appear in this drop-

down list, that language, if supported, must first be added (selected) and then saved in the Language

Settings screen.

4. Click the Save button.

If you have a relatively large Roster, you can use the Import Wizard to replace your current Roster with a

file that contains the specific language preferences of all Group members.

The Import Wizard accepts four different file types: Microsoft Excel spreadsheet files (.xls, .xlsx),

comma-separated values (.csv), tab delimited, and pipe delimited files. The screenshot below shows

what an Excel sheet might look like to define language preference.

You can edit your file to add a column/field for the preferred language of each member of your Group,

and then save it before importing it into your Roster. The example below shows an alternative way to

save your data known as a Comma Separated Value file (.csv).

1. Click Manage Group, and then select Import Wizard from the Group Leader menu.

2. Click the Start Import button.

3. Click the Select button to browse to the updated Roster file on your computer that contains

language preferences.

4. Under “How should we update your Roster members,” select “Replace the existing Roster with all

new members from your file.”

5. Click the Next Step button.

6. The Import Wizard uses smart recognition to match the terms in your file with the available fields in

our system. Then it analyzes your file and the Wizard will match the fields from your file with terms

it recognizes. The first ten records of your file are listed so you can check these records against the

column headings and make any adjustments if needed.

7. Click the Next Step button.

8. If you are not creating Subgroups with your import, skip this step and go to step 10. If you have

Subgroups in the replacement Roster file, you will see the Additional Configuration screen.

9. Be sure to choose “Clear existing members from all mapped Subgroups below.”

10. Click the Next Step button.

11. On the next screen, confirm the information, making sure that Roster Action is set to replace (as

indicated in step 4.)

12. If you use SYNC to reload your Roster, click the box next to “Save a template of your import

configuration.” Enter the template name you wish to use for SYNC.

Note: If you use SYNC to do updates instead of full Roster replacements, then you will also need to

create a new SYNC template using the “Add or Append” option in the Import Wizard.

13. Click the Import button.

The One Call Now Stock Library contains 30 prerecorded, multipurpose and reusable ‘stock’ messages

designed for use by schools. Native speakers have professionally recorded each of the thirty messages in

eleven different languages, including English. You can send any stock message to recipients in different

languages simultaneously.

For example:

The Absent Student message in the Stock Library is multilingual. The message (appearing in the

Description column of the Stock Library) is available in English, Spanish and 9 other languages. If you

select the Absent Student message, you will be sending the same message to recipients in the preferred

language that you have specified for them in your Roster.

All members who have Spanish flagged as their preferred language will automatically receive the

Absent Student message in Spanish.

All message recipients who have Chinese flagged as preferred will automatically receive it in

Chinese.

In addition, the Absent Student message is played in English immediately after it plays in the preferred

language. One Call Now is the only Automated Messaging Provider that will play your message in dual

languages.

Send a Message is a streamlined process designed to allow you to send messages to your Group quickly

while still making use of all of your One Call Now features! Some of the features shown below are

optional features, for more information on any feature; visit the One Call Now Help & Support Center.

To send a message from your computer, from the Group Leader menu, choose Messaging and then Send

a Message.

1. Select the type of message you need to send.

Informational - Standard messages not related to an emergency, delivered using your Standard

Call Delivery Settings

Priority* - Urgent or critical messages that need to reach all members immediately

NOTE: Not all Service Plans include all options. Depending on your Service Plan, you may not see the

screen shown below.

*NOTE: High Priority message delivery, Quota Calling & Sequence Dialing can be added to select Service

Plans. High Priority 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).

2. Select the Source of Contact Information.

Typically, messages are sent to members in the Roster. If either the Canned Call or the Scenario Call

feature is included in your Service Plan, you are also able to send messages to members from an

uploaded file.

A Scenario Call is initiated by uploading a text file to One Call Now. This text file contains information

(such as name, due date, amounts owed, etc.) as well as the external ID for members in your Roster you

want to contact. Scenario Call is an optional feature.

The Canned Call feature allows you to deliver a prerecorded message to a list of phone numbers that are

not a part of your Roster, such as registered voters, potential customers, a list of invitees to a special

event, or any list of phone numbers to which you do not regularly send messages. Canned Call is an

optional feature available to prepaid Service Plans (known as Pay-Per-Call) where a block of message

deliveries is purchased.

3. Multilingual Stock Library messages are sent only by phone:

4. Select the Stock Library radio button.

5. Click the green Select button to choose the message you want to send to your Group. When the

Stock Library messages appear, click the radio button next to the message then make sure the

radio button next to Multilingual is also selected at the bottom of the window.

6. Click the Next button.

7. 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 an Uploaded File, move to Step 8.

8. If you selected to send a message to an Uploaded file instead of your Roster, 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.

9. 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.

10. Choose the delivery date and time.

11. 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.

12. 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.

NOTE: Saved Messages can be sent using your phone.

To send a message from your computer, from the Group Leader menu, choose Messaging and then Send

a Message.

2. Select the type of message you need to send.

Informational - Standard messages not related to an emergency, delivered using your Standard

Call Delivery Settings

Priority* - Urgent or critical messages that need to reach all members immediately

NOTE: Not all Service Plans include all options. Depending on your Service Plan, you may not see the

screen shown below.

*NOTE: High Priority message delivery, Quota Calling & Sequence Dialing can be added to select Service

Plans. High Priority 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).

2. Select the Source of Contact Information.

Typically, messages are sent to members in the Roster. If either the Canned Call or the Scenario Call

feature is included in your Service Plan, you are also able to send messages to members from an

uploaded file.

A Scenario Call is initiated by uploading a text file to One Call Now. This text file contains information

(such as name, due date, amounts owed, etc.) as well as the external ID for members in your Roster you

want to contact. Scenario Call is an optional feature.

The Canned Call feature allows you to deliver a prerecorded message to a list of phone numbers that are

not a part of your Roster, such as registered voters, potential customers, a list of invitees to a special

event, or any list of phone numbers to which you do not regularly send messages. Canned Call is an

optional feature available to prepaid Service Plans (known as Pay-Per-Call) where a block of message

deliveries is purchased.

13. To send a Multimodal message, choose one or more Message types below:

14. For the phone message, select the Text-to-Speech radio button then type your message in the

box shown below.

For best results, be sure to use appropriate punctuation, as this is very important for more

natural sounding voice performance. Make sure to use proper comma placement and end

sentences with proper punctuation.

15. Select, from the drop-down list, a Text-to-Speech voice in the language in which you want to

translate your message.

16. Click the Translate button.

NOTE: If your message was typed in the language in which you want it played to your members,

simply choose the Voice you would like to read your typed text (the translate button is not

needed in this case).

17. Click the Listen to Message button to hear how your message will sound.

18. The text you typed into the Text-to-Speech box will be copied to the Email and SMS Text boxes

(if you selected both of those modes) in the Translated language. You can adjust them as

needed in the boxes provided. A Subject is required for your Email message.

19. To turn on polling for this message, select either Touch-Tone Response or Transfer.

NOTE: Hot Transfer is an optional feature.

20. Click the Next button.

21. 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 an Uploaded File, move to Step 22.

22. If you selected to send a message to an Uploaded file instead of your Roster, 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.

23. 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.

24. Click the Next button.

25. Choose the delivery date and time.

26. 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.

27. 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.

When you send multilingual messages using the One Call Now Stock Library, your Message Reports will

include some new information.

1. Click View Reports, and then Message Reports from the Group Leader menu.

2. Click on the underlined date link to view the Detail Message Report. For older message deliveries,

select a date range under “Search Criteria,” to find a specific message delivery.

Note: Clicking on the blue date link brings up a new window with more comprehensive information on

your message delivery. We have added information to the detail report to reflect multilingual

messages from the Stock Library.

Notice the Delivery Languages box displays the language(s) in which the stock message was sent. Click

on the Speaker icon next to the name of a specific language to listen to the message in that

language. A dialog box will appear asking if you want to "Open with" or "Save" the file, and choose

which media player to play it.

Click Open with to listen to the file.

In the Subgroups Selected section, you’ll see the list of Subgroups (if any) you selected to receive your

message.

The delivery detail table displays the information of each individual message recipient. The column at

the far right of the table named Language Played indicates the language in which the recipient received

the message.

In the Setup Info tab, the Message Type box indicates the type of message that was sent, such as a Text-

to-Speech Call, Email, or Stock Library Call.

You can also export your message report information to a Microsoft Excel file (larger messages will be

exported as a CSV file,) or create a PDF and save it to your computer.