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How To: Manage Communication Issues

 

A communication issue (comms issue) is where a user is registered on the system with more than one contact method (email, mobile phone, landline) and is unable to receive messages by at least one (but not all) of those methods (i.e. at least one method still works).

The system is able to track and record Alerts sent to users by voice and email, which means that if a message is “bounced back” to us, it is marked on that person’s account. That then suspends that contact method from being sent further messages and places the user in the “comms issues” list until such time as the comms issue has been solved.

Because these people have at least one working contact method, we are able to contact them to try to resolve this.

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Firstly, we need to identify who is affected.

Click on the “comms issue” button. You will see a page headed “members with communication issues” on which you will see the name of the largest geographical area you cover (whether that is a single beat or a whole force area).

If you require a smaller area, click the green circle to drill down. When you can see the area for whom you wish to see users with comms issues, click the “eye” symbol.

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A list will be displayed showing all the comms issue users in your chosen area, ordered alphabetically by first name. The list shows the person’s name and area to which they are registered, along with the time and date on which they became a comms issue.

If you wish to see details of any of the individuals you can click the “view” link to the right of their name.

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This will bring up an overview of that person’s details, which you will see include notification of the comms issue status.

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Next to the contact method where the issue has arisen you will see an exclamation mark

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If you click the exclamation mark you will be taken to the comms log for the person where you can see further details of what the issue may be. In the below screenshot you can see the Alert message that was sent to the person and the method by which it was sent.

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You can see that this person was sent a message and that, because it was returned to us as undeliverable, their email address was suspended from receiving further Alert messages. At this point the person became a “comms issue”.

The “Diagnostic Code” displayed here is what the Alert system receives back from the recipient’s email host. Depending on the code description, you may make a decision as to whether the issue is a permanent one (such as the above example which suggests the email address no longer exists), or a temporary one (such as “mailbox full”).

If the issue is a temporary one, you may choose to reinstate the email address on the system. To do this, click on “full user editor” for the person,  

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Scroll down to the “current communication status” system. Click on “reinstate email”.

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You will see that there is now no note of an issue with the person’s email address.

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Reinstating the person’s email address means they will once again be able to have Alert emails sent to them and will take them out of the “comms issue” list.

Please be aware that if the issue recurs, they will once more appear on the comms issue list.

If when you check someone’s account you see that there is an obvious issue with their email address (eg “Hotmail” spelt wrong), you can correct the email address. This will automatically send a new verification email to them and remove them from the comms issues list.

As in the above person’s case, as they had given us a mobile telephone number, when their email address was suspended the system automatically sent them a text message prompting them to log in to their account and check that the email address we had for them was valid.

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If you wish to contact an individual with a comms issue, you can click the “add” link to the right of their name to add them to the recipient list and send them a message by whichever means are still working for them (text message on the above case).

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If you have more than a couple of people with comms issues, you can send one message to all of them at the same time.

To do this, click on the “add all users to recipient list” link which appears above the list of users.

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This will add all the current comms issue people in your area to one list.

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Click on “communicate with this list) and continue to the message creation page as usual and select all means of contact (email, voice and text). This ensures that whichever method is currently unusable, you can still target a method which will work.

 

Once your message has been sent people who receive it will be able to reply by whichever means they received it to let you know new contact details or confirm where issues may lie so that that contact method can be removed from their account. They may also choose to log in to their user account to amend their contact details as necessary.

 

You will be emailed when any message replies are received and will be prompted to log in to your administrator account to check the replies and administer as necessary (ie change someone’s email address, remove a telephone number from their account etc).

 

Once the issue has been rectified, the user will be able to receive Alert messages again by their chosen method and will no longer appear on the comms issue list.

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