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Frequently Asked Questions (FAQ)

Click on a topic to view related Questions and Answers:

1.  Setting Up Your Roster

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Q:

What is a Roster?

A:

 A roster is a list of your group members which can include the group members’ names, phone numbers, and phone descriptions (office, cell, home, Mom's Cell, Dad’s Office, etc.) Depending on your plan this list can also include email addresses.

Q:

Can I upload my roster file to you?

A:

 Yes. Most subscriptions include the Import Wizard. The Import Wizard will walk you through the process of uploading a spreadsheet of your group members names, telephone numbers, and email addresses. You can find the Import Wizard under the Manage Group menu item on the Group Leader Menu. If your spreadsheet is for a very large group or includes Subgroups, simply email your roster file to rosters@onecallnow.com. We will be happy to load the first one into your roster, generally within 24 hours, at no charge. (Additional roster loads are subject to a fee.)

Q:

How do I collect all of my group members’ phone numbers?

A:

 You can go to our website to download and print Roster Cards at any time. Distribute the Roster Cards to your group and instruct them to fill out and return to you. Once all the cards are returned, you can start entering your member’s contact information into your roster. You can find Roster Cards under the Help menu item on the Group Leader menu.

Q:

How can I add or edit phone numbers in my roster?

A:

 You can easily add or edit phone numbers online. Login with your Group ID and PIN. Then select 'Manage Group' and then 'Manage Roster' from the Group Leader menu. You can view and change any roster entry here.

2.  Sending A Message

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Q:

How do I send a message?

A:

 Just call 1-877-698-3261. At the One Call Now™ group leader menu, press # followed by your 6-digit Group ID and 4-digit PIN. You will then be prompted to record a message.

Q:

How long can my message be?

A:

 Depending on your service package, message recordings can be between 30 and 60 seconds. If you need more time to record your messages, please call 1-877-698-3262, and we can modify your service package to include a longer message length.

Q:

What are the default calling times, and how can I change them?

A:

 The default calling time for brand new accounts sends messages between 8 AM and 9 PM. You can also change the calling times for your group. To change your default calling time, go to our website www.onecallnow.com and login with your Group ID and PIN. Click 'Manage Group' and then 'Call Delivery Options' in the Group Leader Menu. Change the default daily start and stop times for your messages. Be sure to click 'Change Values' to save your changes.

Q:

Is there a way my group members can call in to hear my message?

A:

 Your group members may call 1-877-698-3261 and press 1 to hear the latest message. They will be prompted to enter their phone number. Our system will play your message back to them. They must enter a phone number that you have for them in the roster.

3.  Message Delivery

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Q:

How fast is One Call Now’s™ message delivery?

A:

 Our system dials thousands of numbers per hour, so most groups will have all members called at once. We try to deliver all messages within 10-30 minutes, on rare occasions, priority calls for emergency agencies can delay your messages beyond that. Clients can purchase Priority Message delivery services to assure rapid delivery of all messages.

Q:

What happens when One Call Now™ reaches an answering machine or voice mail?

A:

 One Call Now™ waits for your member’s answering machine or voice mail greeting to stop, and then we play the message on their answering machine or voice mail.

Q:

What happens when a number is busy or there is no answer?

A:

 The system will automatically re-try busy and no answer numbers. After all numbers in the group are dialed once, the system will re-dial busy and 'no answer' numbers several times the first hour, then less frequently throughout the day until the message is cancelled or the ending time is reached. If the group call option is set to “Try second day,” calls that reached a busy signal or no answer the first day are re-dialed the next day until the call is cancelled or ending time is reached.

Q:

What will show up on Caller ID when One Call Now™ calls my group members?

A:

 You can specify the phone number that is to appear on the Caller ID. Please note that some phone systems cannot display the name associated with the originating number, but will display the phone number. If you do not specify the phone that is to appear on Caller ID, the One Call Now™ phone number (877-698-3261) will display.

Q:

I set my Caller ID to display my number, why does it still display your toll-free number?

A:

 If a cell phone sees its own number as the Caller ID, it will try to check voice mail. Our phone messaging service will automatically revert the Caller ID to 1-877-698-3261, so the message will be sure to reach your voice mail. This will happen on your phone only! Your group members will see your phone number on Caller ID whenever you send a message.

Q:

My members are in different time zones all across the country. When will they be called?

A:

 All start and stop times are calculated for the local time of the receiving phone number. So a call set to start 9 AM Eastern Standard Time (EST) will start calling Eastern time zone numbers at 9 AM EST, but will not start calling west coast numbers until 9 AM Pacific Time.

Q:

Will One Call Now™ reach homes with a Tele-Zapper?

A:

 Yes. The One Call Now™ service ignores Tele-Zapper tones and waits for someone, or an answering machine, to pick up the phone before delivering the leader's message.

4.  Call Cancellation

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Q:

I need to cancel a call that I just started. What do I do?

A:

 Since our system dials thousands of calls in minutes, many members will receive calls within seconds after you initiate a call, so make sure to listen and verify your message before sending it. You can, however, cancel a call in progress, anytime, which will stop re-trying busy or no-answer numbers. You can also cancel a call that has been set for future delivery. You can cancel a call in progress by phone or at www.onecallnow.com.

Q:

How do I cancel a call over the phone?

A:

 Dial 1-877-698-3261 and enter your Group ID and PIN to access the Leader Menu. Since your call is already in progress, just follow the prompts to cancel a message.

Q:

How do I cancel a call by going to your website?

A:

 Just log in to our website. Messages in progress or scheduled to begin will appear on the welcome page. Click on the report of the message to access the 'Cancel' button which will cancel the selected message.

5.  Group Polling

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Q:

How can I set up a poll to survey my group?

A:

 Polling is a fast and effective way to get volunteers, determine the best day to schedule an activity or get reactions to an idea or event. Just before recording your message, we will ask if you want to record a response from your members. If you select yes, you may record a question as part of your message that can be answered by pressing a single digit on a touch tone phone. For example: Folks, if you can volunteer Saturday, press 1. If you can volunteer Sunday, press 2. Your group members can press 1 or 2 during the message and One Call Now™ will record the responses. Just remember to write down which choices go with which numbers!

Q:

How can members respond to a poll if the message reached their machine?

A:

 Since some calls will go to voice mail or answering machines, you need to tell people to ‘call in and vote’. Members can call 877-698-3261, and One Call Now™ will re-play the message and record their response. (For calls sent in past few days only.)

Q:

How do I see poll results?

A:

 You can get your poll results online. The summary report will indicate the number of responders who pressed each key. The detail report will specify the response from each number reached. You may also request an Adobe .pdf or Excel version that you can print or download.

6.  Message Scheduling

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Q:

Can I override call times for an emergency?

A:

 Yes. You can override the default calling times from any phone to send a late night or pre-dawn urgent message. After recording your message, you can modify your delivery options which will allow you to change the start and stop date and times for this message only. If your group needs to assure all calls are delivered quickly, we offer a priority message service for an additional charge.

Q:

Can I specify a delivery date?

A:

 During message recording you will have the option to “Modify your delivery times and dates.” Follow the prompts to change starting date and time, as well as whether to continue trying to reach people the next day.

Q:

If One Call Now™ is unable to deliver the message the day it was sent, will it try again the next day?

A:

 Yes. You may specify a second day delivery option for a single message when you record it, or you may go online to specify the second day delivery option as the default setting. If you have a group member whose phone line remains busy or unanswered until the cut-off time, One Call Now™ will automatically call the next day at your standard start time or if the message was specifically scheduled at the scheduled start time. This is a useful feature for groups that send messages in the evening, and have members whose phone lines may be busy or are without an answering machine.

7.  Message Results

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Q:

How can I find out what members were called and which ones were not reached?

A:

 You can get a status report on your current message by logging into the web site or a quick summary by phone. To view your call report online, just login using your Group ID and PIN. Current and recently completed messages are listed on the welcome page. Click the date of the message report you wish to view. The report shows the results for each phone number called. You can also listen to a call report summary over the phone. Just call our toll free access number, login, and select option ‘2’ for Call Reports. You can hear the report summary giving you the total numbers reached and a summary of poll results.

Q:

Will you email me the results of my message?

A:

 A message report summary will be sent to the Group Leader via email after all messages have been delivered or when the calling window has ended if not all messages were successfully delivered.

8.  Subgroups and Messengers

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Q:

Can I call just part of my group?

A:

 Yes, with a service package that includes subgroups. You can create and manage your subgroups at any time at www.onecallnow.com. They can be multiple teams, classes, committees, sections, clubs, age groups - whatever you need them to be. Any time you record a message, you can specify if the message is to go to all members, or one or more subgroups.

Q:

Can other leaders in my group send messages?

A:

 Yes. With plans that allow subgroups, you can also create and assign “Messengers” to subgroups. The Messengers will have the same Group ID as you, but each Messenger will have a unique PIN. You assign privileges to each Messenger that allows each to call one or more subgroups. Messengers can only send messages and view message reports for their messages. You, as the Group Leader, can record and send messages to any subgroup.

9.  Payment

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Q:

How can I pay for my service after my trial?

A:

 At the beginning of your trial, you should have received an invoice via email and regular mail. You will continue to use your existing account with the roster that you currently have loaded. To pay by check: Send a copy of your invoice with your check to: 623 S. Clay Street, Suite 200, Troy, Ohio 45373 To pay online by credit card: you may login using your Group ID and PIN and click on 'Renew My Service.' Or at the bottom of your invoice sent via email, there is a link to pay using our online banking services. Or you may call 1-877-698-3262 to pay by check or credit card over the phone.

Q:

How do I renew my service?

A:

 To renew your service, you may call 1-877-698-3262. Or you may login using your Group ID and PIN and click on 'Renew My Service.'

10.  Long Distance and Toll Charges

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Q:

Will I be charged for long distance calls?

A:

 No, you will not have any additional long distance charges if your roster contains long distance numbers. Simply pay your subscription fee, and we take care of the rest!

Q:

What are the per-minute or toll charges?

A:

 Pay-per-call packages are charged only on a per message delivered basis. You do not pay toll-charges nor for busy or no-answer calls. Your call balance is deducted only for calls where we get through to a person or an answering machine to leave your message. All other unlimited calling packages have no per minute or toll charges.

11.  Privacy Policy and Customer Support

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Q:

What is your privacy policy?

A:

 BULLETPROOF. We have a very simple and clear privacy policy: WE NEVER REVEAL PERSONAL INFORMATION - EVER. We never sell, lease, rent or give any personal information about you, your group, their phone numbers or messages.

Q:

How can I get customer support or technical help?

A:

 Call us toll free at 877-698-3262 or click on 'Contact Us' at the top of this page.

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