Ohio Responds Volunteer Registry Message Guide

Ohio Responds Volunteer Registry Message Guide Copyright 2012 All Rights Reserved. Ohio Department of Health Bureau of Health Preparedness All Rights Reserved. 35 E. Chestnut, 7 th Floor Columbus, OH 43215 OhioResponds@odh.ohio.gov

Table of Contents Messages... 4 Mail... 4 To Open the Mail Section... 4 Check Inbox for New Messages... 4 View Individual Messages... 4 Compose a Message... 5 To Open the Compose a Message Page... 5 Compose a Message: Fields... 6 Compose a Message: Recipient Fields... 8 Add Recipients by Search... 9 Add External Recipients... 10 Subject... 12 Long Message... 12 Short Message... 12 Voice Message... 12 Attachment... 16 Advanced Delivery Options... 16 Response Options... 16 Preview and Test Messages... 16 View Recipients... 18 Export a List of Recipients and Methods of Responding... 20 Manage Sent, Drafts, and Trash... 22 Manage Templates... 25 To Open the Templates Page... 25 To View Available Message Templates... 26 Create a Template... 27 Create a Template: Fields... 30 Delivery Methods... 32 Escalation and Blast Message Delivery... 32 Message Types... 33 Response Options... 34 Ohio Department of Health 2 Bureau of Health Preparedness

Message Statistics... 34 Recipient Statistics... 34 Delivery Statistics... 34 Message Status and Response... 35 Help Files: How to Access and Use the Online Help Files... 38 Ohio Department of Health 3 Bureau of Health Preparedness

Messages Mail The Mail tab gives you access to your messages. Under this tab, you can: Inbox Screen shot Compose Messages Create Templates Track messages you have sent To Open the Mail Section 1. Click the Messages tab. Check Inbox for New Messages 1. Click the Messages tab. All messages are displayed in the table of messages. The Method column shows the message delivery method. The attachment icon attachment. to the right of the message indicates whether the message has an Use the Actions drop-down menu to perform the following actions on the selected message(s): mark as read, mark as unread, move to Trash. View Individual Messages 1. Click the Messages tab. Ohio Department of Health 4 Bureau of Health Preparedness

2. Click its subject line in the table of messages. 3. The page with the message details and content opens. Compose a Message To Open the Compose a Message Page 1. Click the Messages tab. 2. Select the Compose side tab on the left. 3. Enter the message information in the fields (see field descriptions below). Required fields are marked with an asterisk [*]. 4. If you want to save this message in Drafts, click the save icon in the upper right corner of the page. Ohio Department of Health 5 Bureau of Health Preparedness

Click Preview and Test to preview and test the message before sending. Click Send to send the message without previewing. Compose a Message: Fields Template Sender Recipients Subject Select a template from the drop-down list if you want to create the message from a template. Specify the sender of the message. Select System, Unit, or Myself. Add the recipients of the message by clicking the Add Recipients by Search button. Clicking the +CC External button will allow you to add email addresses of the recipients external to the system. Enter the message subject. Long Message Specify whether you want the message delivered as an email. Note that the internal check-box stays selected by default and ensures that recipients get a copy of the message internally. Enter the message text. Limit the message to 20,000 characters. Short Message Specify whether you want to send a short version of the message as a text or pager message. Selecting any of these check-boxes activates a message text field. Limit the short message to 140 characters. Ohio Department of Health 6 Bureau of Health Preparedness

Voice Message Specify whether you want the message to be delivered as a voice message to the recipients' phones. Selecting the Phone check-box activates the Type drop-down list and a message text field. Limit the message to 140 characters. Attachment Click the Browse button to select a file and attach it to the message. A message can have no more than four attachments. The limit is 10 MB. Send Time Specify whether you want to send the message immediately or delay the message delivery until certain time. Time Specify the time when you want the message delivered. This option is activated only if you select Delay Until for the Send Time option. Priority Set the message priority. Select between Normal and High. Select the normal priority for all routine, non emergency information. Select the high priority for only actual emergencies and tests. Message Delivery Select between the escalation and blast options. If you select the escalation option, the system will consecutively send the message to the recipient s contact numbers in order of their priority. For example, if the recipient has specified his or her work phone as a primary contact method, and cell phone as the secondary contact method, the message will be delivered to the recipient's work phone first, and, after some time, to the recipient's cell phone. When you compose a message, you can specify the time intervals between the attempts to contact the recipient. If you select the blast option, the system will simultaneously send the message to all contact numbers specified by the recipient. In addition, the recipient will receive a copy as an internal message. Time this message is available for response Specify for how many hours the message will be available for retrieval and response. After the time specified, recipients will not be able to respond to this message. Note that this does not apply to internal messages. Ohio Department of Health 7 Bureau of Health Preparedness

Validate recipient? Specify if you would like to have the recipient confirm his or her identity once the message is received. Leave message? Specify if you would like to leave a voice mail if the recipient does not answer the phone. Do not recontact if Specify the condition(s) that need to be satisfied before the attempts to recontact the recipient stop. If you leave all check-boxes unselected, the recipient will be contacted multiple times according to the settings specified below. Number of times to contact Specify how many times you would like the volunteer contacted. Time between each contact attempt Specify how much time in between the system cycling back and contacting the volunteer again. For example if you selected that you wanted to message a volunteer via phone and email, this is the amount of time in between the system sending the message to the volunteer s phone and email, then cycling back and contacting the volunteer via these methods again. Request a response? Specify if you would like the recipient to respond to the message. Provide additional response options if necessary and enter the description of each option. If applicable, provide the phone numbers you want the recipients to call as a part of their response. Note that the phone numbers do not appear in the internal message. Save as Template? Specify if you would like to save this message as a template. Compose a Message: Recipient Fields Sender Recipients Subject Message This field will display your name. Add administrators who will receive your message. Enter the message subject. Enter the message text. Ohio Department of Health 8 Bureau of Health Preparedness

Add Recipients by Search When you compose a message, you can search for recipients and add them to the recipient list individually, Administrators, as a group, or as a unit. To Add Recipients 1. Click the Messages tab. 2. Select the Compose side tab on the left. 3. On the new message page, click the Add Recipients by Search button to open the Search Center. 4. Specify whether you want to search for clicking on the options of Individuals, Administrators, Units, or Groups. Or enter the search criteria and click Search. Ohio Department of Health 9 Bureau of Health Preparedness

5. From the search results, select the desired volunteers by placing a check mark in the box next to the appropriate selection and click Add. Note that the button label changes depending on whether you add Individuals, Administrators, Units, or Groups. The Recipients field will be populated with your selections. Add External Recipients An administrator is able to send a message to individuals who are not registered in the system by including them as external recipients. 1. Click the Messages tab. Ohio Department of Health 10 Bureau of Health Preparedness

2. Select the Compose side tab on the left. 3. On the new message page, click the +CC External button. The External Recipients field appears. 4. Type in the email addresses of the external recipients. If you need to enter more than one address, separate them with commas (,). Ohio Department of Health 11 Bureau of Health Preparedness

Clicking the +CC External button shows the External Recipients field. To hide this field, click the +CC External button. Subject Enter the desired subject with the Unit or Group that you are directing the message to (i.e. Franklin County MRC). Long Message All long messages are sent to recipients internally. You cannot deselect this option. Enter your long message if you are sending to email. You have 20,000 available. Short Message You are able to send a short message to pager or text message. You have 140 characters available. In order to send a short message via pager or text message, the volunteer must have selected these options in their volunteer profile. Voice Message Phone Messages are only to be sent during real emergencies or performing a drill with your volunteers. They are not to be used to send training announcements, upcoming volunteer opportunities, etc. Ohio Department of Health 12 Bureau of Health Preparedness

You have the ability to send a voice message to phones. You may select from the below options when sending a phone message: Type in your message. You have a 140 character limit. This message will then be converted and sent via text-to-speech delivery (the computer translates your message to volunteers). o o Make sure to include a period at the end of your sentence. If including an phone number you can input in any of the following forms and the phone number will be auditable: 123-123-1234 123.123.1234 (123) 123 1234 1231231234 Click Update Recorded Message to follow the directions to record your own phone message. Click Update Recorded Message to follow the directions to upload your own phone message. To Update Recorded Message 1. Click the Messages tab. 2. Select the Compose side tab on the left. 3. Scroll down to the Voice Message section. Put a check mark next to the Phone option. Click the Update Recorded Message button. Ohio Department of Health 13 Bureau of Health Preparedness

4. Put a check mark next to the Record Audio option. Give the File Name a title. Follow the directions to record your own message and click Save when complete. 5. You then return to your compose message screen where you will see the File Name listed in your voice message section. Ohio Department of Health 14 Bureau of Health Preparedness

6. Right click on your File Name and click the option Save Target As. Remember where you save the file. 7. Click the Update Recorded Message button. 8. Put a check mark next to the Upload File Option. Give the File Name a title. Click the Browse button to search and select your recording that you saved in step 6. Click Save when complete. 9. Despite uploading a recorded message to your volunteers you must still enter text in the text box if you are sending to phone. The reason you are required to type text is to accommodate for individuals with hearing or speech difficulties. Whatever text you enter into the voice Ohio Department of Health 15 Bureau of Health Preparedness

message field is translated so it can correspond with TTD and TTY devices. The system will not allow you to send the message until you add text in addition to your recorded message. Attachment You may include an attachment in your message if you are sending to email. Maximum total file size is 10 MB. Advanced Delivery Options Complete section based on information in Compose a Message: Fields. Response Options If you would like volunteers to respond with a specific answer. For example, if you would like to know how many volunteers would be able to respond with 12 hours, 24 hours, 36 hours, etc. include these as options for a volunteer to select from. The system will then track their response to your message. Preview and Test Messages Before sending a message to the recipients, you can not only see what the message will look like when they receive it, but also send a copy of the message to yourself first to test it. To Preview and Test a Message Before Sending 1. Click the Messages tab. 2. Select the Compose side tab on the left. Ohio Department of Health 16 Bureau of Health Preparedness

3. When you finish composing a message, click the Preview and Test button. The message preview page opens. 4. If you want to send a copy of the message to yourself before sending it to the recipients, click the Test Message button at the top of the page. 5. Specify the message delivery methods and contact information. 6. Click Send Test Message. Ohio Department of Health 17 Bureau of Health Preparedness

7. If you need to make changes, select the Edit Message button. If you are satisfied click Send. Or View Recipients After you send a message, you can view all of its recipients and their contact information. 1. Click the Messages tab. 2. Click the Sent side tab. Ohio Department of Health 18 Bureau of Health Preparedness

3. Click the subject of the message whose recipients you want to view. 4. This page shows the time when the system sent the message and when the recipient responded to it, contact device(s) to which it was delivered, and the message response status. 5. You may also click the blue link Total Recipients to view the time when the system sent the message and when the recipient responded to it, contact device(s) to which it was delivered, and the message response status. Ohio Department of Health 19 Bureau of Health Preparedness

Export a List of Recipients and Methods of Responding After you send a message, you can view all of its recipients, their contact information that the message was sent to, the method they responded with, and the date and time they responded. 1. Click the Messages tab. 2. Click the Sent side tab. 3. Click the subject of the message whose recipients you want to view. Ohio Department of Health 20 Bureau of Health Preparedness

4. This page shows the time when the system sent the message and when the recipient responded to it, contact device(s) to which it was delivered, and the message response status. 5. Click on the Actions drop down and select Export. 6. Select the format you would like to export to along with the Report Contents. Click Export. Your Export will then be processed while you are on this page. Ohio Department of Health 21 Bureau of Health Preparedness

7. You will most likely see the below message appear at the top of your page. Right click and select the option to Download File. 8. A box will appear asking you if you would like to Open, Save, or Cancel the file, you can click the Open button. If your selected file does not appear on your screen, repeat steps 5 & 6. Manage Sent, Drafts, and Trash Manage Sent Messages 1. Click the Messages tab. Ohio Department of Health 22 Bureau of Health Preparedness

2. Select the Sent side tab on the left. 3. To view the details of a sent message, click the subject line of the message. To move multiple messages to Trash, select the messages and click the trash icon corner of the page. To move messages to Trash individually, click the trash icon message rows. in the upper right in the corresponding Manage Draft Messages 1. Click the Messages tab. 2. Select the Drafts side tab on the left. Ohio Department of Health 23 Bureau of Health Preparedness

3. To open a draft, click the subject line of the message you want to view. To move multiple messages to Trash, select the messages and click the trash icon corner of the page. To move messages to Trash individually, click the trash icon message rows. in the upper right in the corresponding Manage Trash 1. Click the Messages tab. 2. Select the Trash side tab on the left. Ohio Department of Health 24 Bureau of Health Preparedness

3. Use the Actions drop-down menu to perform the following actions on the selected messages: restore, mark as read, mark as unread, or delete. To permanently delete multiple messages, select the messages and click the delete icon in the upper right corner of the page. If you want to permanently delete individual messages, click the delete icon in the corresponding message rows. Manage Templates To Open the Templates Page 1. Click the Messages tab. 2. Click the Templates side tab on the left. Ohio Department of Health 25 Bureau of Health Preparedness

To View Available Message Templates 1. Click the Messages tab. 2. Click the Templates side tab on the left. You can control the display of templates on the page by using the following filter: Viewed By Display templates based on their visibility to you, unit administrators, unit type administrators, and system coordinators. Ohio Department of Health 26 Bureau of Health Preparedness

To permanently delete multiple templates, select the templates and click the delete icon in the upper right corner of the page. To permanently delete templates individually, click the delete icon the corresponding template rows. in Create a Template A message template can be used to quickly send messages with common text and properties without having to write the message over and over again. Along with preset text, template stores information about the message delivery and response options that will be inherited by all messages based on the template. Templates are available to administrators only; users without administrative privileges cannot create, see, or use templates. When you create a template, you can specify which system users can see and use the template. The access to the template can be limited to its creator (you), unit administrators, unit type administrators, or system administrators. Depending on the visibility setting of other users' templates, you might see templates created by others. 1. Click the Messages tab. 2. Click the Templates side tab on the left. 3. Click the Create a Template link. Ohio Department of Health 27 Bureau of Health Preparedness

4. Enter the new template information in the fields (see below). Required fields are marked with an asterisk [*]. 5. Click Save to save the template. Ohio Department of Health 28 Bureau of Health Preparedness

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Or a template may also be created by composing a message and saving it as a template. Create a Template: Fields Sender Specify the sender of the message. Select System, Unit, or Myself. Template Name Viewable By Units Unit Types Subject Long Message Short Message Voice Message Specify a unique template name. Specify which system users can see the template. Choose between Only me, Only unit Administrators, all Administrators of all unit types. Select the units whose administrators can see the template. Use the Back and Forward buttons to move the units to the box on the right. This option is only available if you select Only unit administrators for the Viewable By field. Select the unit types whose administrators can see this template. Use the Back and Forward buttons to move the unit types to the box on the right. This option is only available if you select Only unit types administrators for the Viewable By field. Enter the subject of the message. Specify whether you want the message delivered as an email or fax. Note that the Internal check-box stays selected by default and ensures that recipients get a copy of the message internally. If desired, enter the text that will appear in the message. Keep in mind that the message character limit is 20,000 characters. Specify whether you want to send a short version of the message as a text or pager message. Selecting any of these check-boxes activates a message text field. If desired, enter the text that will appear in the message. Note that the message character limit is 140 characters. Specify whether you want the message to be delivered as a voice message to the recipients' phones. Selecting the Phone check-box activates the Type drop-down box and a message text Ohio Department of Health 30 Bureau of Health Preparedness

field. If desired, enter the text that will appear in the message. Note that the total message character limit is 140 characters. Send Time Specify whether you want to send the message immediately or delay the message delivery until certain time. Time Specify the time when you want the message delivered. This option is activated only if you select Delay Until for the Send Time option. Message Delivery Select between the escalation and blast options. Time this message is available for response Specify for how many hours the message will be available for response. After the time specified, recipients will not be able to respond to this message. Validate recipient? Specify if you would like to have the recipient confirm his or her identity once the message is received. Leave message? Specify if you would like to leave a voice mail if the recipient does not answer the phone. Do not recontact if Specify the condition(s) that need to be satisfied before the attempts to recontact the recipient stop. If you leave all check-boxes unselected, the recipient will be contacted multiple times according to the settings specified below. Number of times to contact Specify how many times you want the recipient to be contacted. Time between each contact attempt Specify time intervals between the attempts to contact the recipient. Response Options Specify if you want to receive a confirmation that the message was delivered to the recipient and indicate whether you would like to include predetermined responses. Provide additional response options if necessary and enter the description of each option. If applicable, provide the phone numbers you want the recipients to call as a part of their response. Ohio Department of Health 31 Bureau of Health Preparedness

Delivery Methods The table that follows shows available message delivery methods: ICON METHOD DESCRIPTION Internal Message The recipient will receive this message through the CORES account. In addition, the system will send a notification about the new internal message to the recipient's primary email address*. Note that if multiple delivery methods are selected, the recipient will not receive the email notification. Email This method ensures that the recipient gets the message through the external email service. Text Message This message will be delivered to the recipient's cell phones as a text message. Pager This message will be delivered to the pager number specified by the recipient. Voice Notification This message will be delivered as a voice mail to the primary phone number specified by the recipient. Multiple methods This message will be delivered using more than one method. Escalation and Blast Message Delivery Escalation and blast delivery options give you control over how the message is delivered to the recipients. You can specify these options for every message you send. Screen shot If you select the escalation option, the system will consecutively send the message to the recipient s contact numbers in order of their priority. For example, if the recipient has specified his or her work phone as a primary contact method, and cell phone as the secondary contact method, the message will be delivered to the recipient's work phone first, and, after some time, to the recipient's cell phone. When you compose a message, you can specify the time intervals between the attempts to contact the recipient. Ohio Department of Health 32 Bureau of Health Preparedness

If you select the blast option, the system will simultaneously send the message to all contact numbers specified by the recipient. In addition, the recipient will receive a copy as an internal message. Message Types You can use long messages, short messages, or voice messages to communicate with your volunteers. When you compose a new message, choose the type of message that best meets your needs. The escalation and blast delivery options give you full control over how the recipients are contacted. Long Message A long message can be sent to the recipients as an internal message and email. Internal messages are delivered through the system, emails are sent to the recipients' external email account. The character limit for the long message is 20,000 characters, so the message has to be concise and to the point. The system will not allow you to go over the character limit. Short Message A short message is a shorter version of the long message that is delivered to the recipients' pager or phone. Because the message will be displayed on the screen of the recipients' phone or pager, the character limit for the short message is 140 characters. If you go over the limit, your message will be split and sent to the recipient as multiple messages. Use the short message to restate the main points of the long message. Voice Message A voice message is a voice version of the long message. You can record your own message, upload an audio file, or provide message text that will be converted to a recording using the text-to-speech technology. Voice messages are delivered to the recipient's phone. To ensure that the recipient gets the message, a copy of every message is sent to the recipient's Ohio Responds Volunteer Registry system account as an internal message. For example, if you choose to contact your recipients only via text message, the recipients will receive the text message and a duplicate internal message. Ohio Department of Health 33 Bureau of Health Preparedness

Response Options If you send messages that require recipients to respond, you can make the response tools immediately available to the recipients. The Response Options section on the new message page offers you available response settings. Each response option is numbered, so when the recipients respond to the message, they can provide the number that corresponds to their response option. If a response is requested via email, the recipient needs to select one of the options and click the Submit button in the body of the message. The system will automatically send the response back to the Administrator. If the recipient gets the message over the phone, he or she might be required to press the button on the phone keypad to submit the response. If you need the recipients to contact a call center to give their response, provide a call center number for each option in the Call Bridge Number column. Message Statistics For every message you send, the system automatically gathers its recipient and delivery data. Recipient Statistics This section shows totals and percentages for each response option, as well as recipients that did not submit a response or were not contacted. This information should help you keep track of the responses you receive and the overall response dynamics. Delivery Statistics This section shows totals for each type of message that was delivered, responded to, did not receive a response, or failed to reach its destination. An email message is considered delivered with no response if the response was automatic, invalid, or was not submitted. A voice message is considered delivered with no response if the line was busy, the recipient hung up, did not answer, or did not submit the response, the submitted response was invalid, the call went to voice mail, wrong number, or wrong recipient. A voice message delivery is considered failed if the call failed, was rejected, or the number was invalid. Ohio Department of Health 34 Bureau of Health Preparedness

Message Status and Response Below is the description of each message status and response that appear on the Recipients page. Answering Machine The system is currently on the phone with an answering machine. Automated Response The system received an automated reply to a notification email that was sent out. Automated Email Response The system received an automated reply to a notification email that was sent out. Most common causes are out-of-office replies and notifications about invalid email addresses and/or that the message could not be delivered. Busy The recipient's phone number is busy. Call Failed The telephony provider failed to deliver the notification. Call Rejected The telephony provider rejected the call attempt. Connected There is a phone call currently on-hook and talking to a human. The entire message is not yet heard. Connected & Completed Still on-hook, but the recipient has heard the entire message. Disconnected The phone call was answered by a person, but then disconnected without receiving any further user input. The entire message was not delivered. Disconnected, But Completed The recipient disconnected after hearing the entire message. Email Sent A notification email has been sent and accepted for delivery by the outbound mail server. In Process Notification is in process. Delivery has not been completed/notification is awaiting confirmation. Invalid Phone Number Ohio Department of Health 35 Bureau of Health Preparedness

The phone number is not valid. Invalid Response The system received an email response to an email notification, but was unable to find a valid selected response from the recipient in the email. Left Message The system has detected an answering machine and has successfully left the entire message on the answering machine. This status is not returned unless the entire message was left before the call was disconnected. Machine Connected The notification system is currently on the phone with an answering machine. Machine Disconnected The notification system detected an answering machine, but the call was disconnected before the entire message was left. Machine Undelivered An answering machine was detected and the system did not attempt to leave a message. No Answer The phone rang without being answered. Not Contacted The recipient has not been contacted yet. Not Here The system asked the recipient to validate his or her identify and the recipient selected option 2, specifying that he or she is not the intended recipient for the message. Operator Intercept One of the following: 1. Based on cell triangulation ("The cell phone subscriber you're calling cannot be located at this time. Please try again."); 2. Busy phone lines ("All circuits are busy, please try your call again."); 3. Invalid phone number ("The number you are calling has been changed or is no longer in service."). Other Machine The notification system was attempting to call a human on the phone but was connected to some other device (not a fax machine), such as a modem. Page Rejected Ohio Department of Health 36 Bureau of Health Preparedness

A page (1-way, 2-way or numeric) was rejected for an unknown reason. Usually related to configuring the wrong carrier or device type. Page Sent A page has been delivered and accepted by the paging carrier for delivery. Responded A recipient has responded to a notification using this device. Restricted Number For "PRO" systems, this message is sent if the phone number you are trying to reach is not permitted by the current long-distance plan for your hosted system. SMS Deactivated SMS device is flagged to not receive SMS messages. SMS Rejected The SMS provider rejected the SMS message, usually because the provided phone number is not SMS-enabled. SMS Sent The SMS provider has accepted SMS message for delivery. Sending Failed A device could not be contacted by any configured provider, and the contact was aborted. TDD Connected & Complete On-call with a TDD phone, have typed the complete message. TDD Connected, Partial Message On-call with a TDD phone, have not yet typed the complete message. TDD Disconnected & Complete Call completed with a TDD phone, partial message left. TDD Disconnected Partial Call completed with a TDD phone, complete message left. TDD Undelivered Called TDD phone, but did not attempt to leave a message. Unknown The current status is not known. This status may be returned immediately after a call has been placed but before the results of Call Analysis are recorded. Unknown Status Ohio Department of Health 37 Bureau of Health Preparedness

The current status is not known. This status may be returned immediately after a call has been placed but before the results of Call Analysis are recorded. Wrong Address The system asked the recipient to validate his or her identify (a phone call was sent with the Validate Recipient option enabled) and the recipient selected You have reached the wrong number... Note that when this response is received, the device is disabled in The Intelligent Notification system. It will not receive future notifications until it is enabled again. Help Files: How to Access and Use the Online Help Files In each area of the Ohio Responds Volunteer Registry there will be a help button in the upper right corner of the screen. These online files can guide you through maintaining your profile, joining another Unit, viewing your messages and notification and much more. 1. Click on the Help Center button in the upper right corner. 2. This will open the Web Help function in a separate window. Here you are able to navigate through the table of contents, index, glossary, etc. on the left side and view the desired information. 3. When completed, close the window. Ohio Department of Health 38 Bureau of Health Preparedness