FAQ - from Customers inquiring about Coaches Call

What is PENN Alert Coaches Call?

What plan is right for me?

Whom would I be calling?

What is included in the service for each member / group?

How long a period does the service cover for teams / clubs?

What are the steps from viewing the website to being ready to make calls?

How long does it take to accomplish setup-training-calling?

If I have a large group will you invoice me?

How will the balance of my Users be trained?

Do I have to sign a Contract?

If a Parent has several children in the league do I need to pay for each child?

At the end of my term of purchase what happens?

Is there an easy way to search and make lists on the website?

Will the email portion replace my personal email list of all those involved the organization?

What if I have additional players sign up or quit the team during the season?

How do I pay for the PENN Alert Coaches Call service?

How is Sales Tax handled?

If I am selling items to an organization can I use Coaches Call as a gift with purchase?

Can I sign up today and start service when my season starts in several weeks or months?

Will the message tape cut me off at the message limit?


What is PENN Alert Coaches Call?
Coaches Call is a service, powered by CallMultiplier, to allow a Coach, League Official, Tournament Director, Camp Owner, or Club Leaders to reach any number of contacts fast by dialing one number or making one click to deliver Emergency Notifications or time saving information
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What plan is right for me?
We offer a wide variety of plans geared from one single team to large leagues, clubs, and Recreation Departments. Plans can be purchased in 4, 6, or 12 month increments. Each plan can have up to 25, 50, 75, 100 or more phone numbers per group. Each Plan also allows for your group a choice of message length. Our pricing chart explains availability. Groups over 100 numbers, Recreation Departments, clubs with more than 10 teams, those needing longer than 60 seconds, and Tournament Directors should contact Support or your sales representative for additional information on value savings pricing. Before picking a plan, decide how many phone numbers per person you will need and how long your messages will be. It is advisable to time yourself on how long your messages might be. 
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Whom would I be calling?
Administrators probably will be calling coaches, players, referees, and staff. Coaches probably will only call players. Tournament Directors probably will be calling staff, coaches, players, referees, vendors, exhibitors, security and others.
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What is included in the service for each member / group?

    • You decide how many phone numbers per person
    • You decide how long your message plan should be
    • Unlimited Calls
    • All Long Distance included
    • Every User has a Test Dial List to practice
    • Emails in conjunction with calls
    • Live Training and Support (be an expert in minutes)
    • Deployment via web or 1-800 number(s)
    • 1 User Code per single team Plan
    • Multiple User Codes for Organizations over 10 teams
    • My Coaches Call will upload, set up and maintain your account

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How long a period does the service cover for teams / clubs?
Pricing is broken down in 4 months, 6 months, and 12 month periods.
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What are the steps from viewing the website to being ready to make calls?

A.
Review our pricing and make sure you understand your needs

B. Fill out the
Account Set Up / License Service Agreement / Terms of Use Form

C. If you are mailing a check, fill out the forms and email them to support. We will match up the items when your check arrives.

D. You will need to make an Excel file, go onto our site and type, cut or paste each persons', first name, last name, phone numbers, and email address. We will work on this in the training but you will need this info for final set up.

E. Receive hands on instruction and your personal copy of easy to understand instructions with your Account and User Number.

F. Make a test deployment with the instructor

We will customize the instructions to your needs and send a personalized set to each individual User with their codes to operate the service. Some organizations want all data updates to flow through one individual others do not. During our discussion we will set a plan to train the other Users.
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How long does it take to accomplish setup-training-calling?
Depending on the size of the group and the speed you provide the information. We can get you set up and trained in a few minutes. It's that easy! Training and setup takes place after you payment is processed.
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If I have a large group will you invoice me?
Yes, we will email an invoice and you can mail a check or use our Automatic Check Withdraw option.
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How will the balance of my Users be trained?
A. All Users receive individual instructions per the need of the organization
B. With the Administrators help we will set up Conference Calls to give lessons
C. Every User is given a special cheat sheet of instructions
D. We are available for questions by email or phone
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Do I have to sign a Contract?
No, but you do have to agree to our Terms of Service for all Users in your organization.
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If a Parent has several children in the league do I need to pay for each child?
If the kids are on the same team with the same Coach you should put the first names on the list as "Tom/Jerry plus last name. If the parent has children on more than one team in the league you need to put the childs name on the list under each coach with the contact phone numbers. Each team will have different needs from the service.
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At the end of my term of purchase what happens?
We will email you to see if you need to renew for the next period or in some cases the next sport. At your request we will hold your League Account and Users for the next period. The next period in some cases is the next month, other cases several months from now. This will speed up the set up process for the next season of use. Many groups have the same Administrator for several sports and the same Coaches for several sports. Please tell us these items when we set up your account. Keeping the same Account Numbers and User Numbers makes life easier for all involved. At the end of the term, even though we keep the Administrators and Coaches on file, we delete the player's data. If you have a special need let's talk.
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Is there an easy way to search and make lists on the website?
Yes, we have a search tool to find individual players, and a tool to help you slice and dice the total list into smaller lists.
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Will the email portion replace my personal email list of all those involved in the organization?
No, the email option of this service is for emergency and time saving emails in connection with calls covering those topics.
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What if I have additional players sign up or quit the team during the season?
As long as you are under your phone number count there is no additional charge.
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How do I pay for the PENN Alert Coaches Call service?
All service is prepaid with net terms. You can pay by check or credit card. Additional info is available when you sign up for the service on the Account Sign Up Form. Mail your checks to CallMultiplier, 201 Robert S. Kerr, Suite 210, Oklahoma City, OK 73102
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How is Sales Tax handled?
If you have a tax exempt certificate we will need a copy before service is activated. Sales tax may be charged in a few States. If Sales Tax is billable we will immediately notify you on the autorespond email confirming we have received your Account Set Up Form.
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If I am selling items to an organization can I use Coaches Call as a gift with purchase?
Yes, Coaches Call is an ideal incentive to sell your product to the organization because of the no brainier price.

Can I sign up today and start service when my season starts in several weeks or months?
Yes, that is the ideal approach. That way your training and lists will be ready to go with time to double check everything.
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Will the message tape cut me off at the message limit?
Yes, the message tape is on as long as the plan you purchased. If you need additional message length please contact Support for pricing.
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Operational FAQ

Which numbers will be called on a deployment?

If a person only has a cell phone number should I put that number in the Phone or Cell column?

Can the system dial extensions?

Are there any additional special features on your web site?

Are there any special features on your phone deployment?

Can the Head Administrator call everyone involved in the league or tournament with one deployment?

What types of messages are most effective?

Can I practice before I send a deployment to my group?

I forgot my log in info what should I do?

How will I know if my message was received?

What if I made a mistake and want to cancel the call?

What if I have a problem or question?

What suggestions would you make to help me be prepared to make a phone deployment?

Which numbers will be called on a deployment?
All numbers on a Dial List will be called on every deployment. If you are a larger organization the administrator has the ability to mix and match who will be called.

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If a person only has a cell phone number should I put that number in the Phone or Cell column?
Since all numbers will be called it does not matter.
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Can the system dial extensions?
No, the system can only dial direct 10 digit numbers. List all numbers: area code, prefix, numbers. The system will accept numbers with or without hyphens. DO NO
T use parenthesis around the area code. All numbers must be in 999-999-9999 or 9999999999 formats.
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Are there any additional special features on your web site?
Yes, our easy to use deployment page lets you: pick the dial list or lists you need. On our message page you can see the messages you pre recorded,
type donut messages and just add the dates and times as needed, or you can do everything on the fly. You can also choose to type a message and have our Text to Speech engine read the message. We even have a search page. If you want to change data on a contact, we have a fast easy solution to pop up every list that the person is on (the coaches list is easy and short to find one person).
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Are there any special features on your phone deployment?
Yes, you can record a message, hear your message, accept your message, or rerecord your message at any time. You can also pick any combination of dial lists (this is useful for the Administrator who needs to contact several separate groups). Administrators of large organizations can also add additional Dial lists to hear the same message on a single deployment call.
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Can the Head Administrator call everyone involved in the league or tournament with one deployment?
Yes, it is simple and saves the Coaches from deploying a message to their team.
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What types of messages are most effective?
Unfortunately most people's attention span is short so short direct messages are more effective.
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Can I practice before I send a deployment to my group?
Yes, We set up a Test Account for each User so they can call themselves.
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I forgot my log in info what should I do?
On the log in section there is a link to request your information.
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How will I know if my message was received?
You can log onto our website Message History Page to see which calls were received Live,/Voice Mail, Busy, or No Answer. Each Busy and No Answer is retried 4 times in five minute intervals.
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What if I made a mistake and want to cancel the call?
If you are on our website Message History Page and are fast you might have time to click the Cancel button. Calls usually start going out before you can hang up from deployment.
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What if I have a problem or question?
In most cases a non technical person can operate our system in fewer than five minuets. It's that easy! You can always contact us, our customer service can handle your problem or question over the phone or by email. We also have easy to understand instructions on our web site and special "cheat sheet instructions" we email all users with their User Codes.
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What suggestions would you make to help me be prepared to make a phone deployment?
Write down the deployment number, your Account Number, User number, Dial List number(s), put them in your wallet and know the points you want to make in your message.
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FAQ for people receiving calls from PENN Alert Coaches Call?
Please review this information with all individuals who will receive a PENN Alert Coaches Call.

What is a PENN Alert Coaches Call?

How is my personal data used?

What will my caller ID show when I receive a call?

When I receive an email what will show up on my in email box?

Will I always receive an email with all the filters I use?

Can I reply to a Penn Alert email message?

What do I do when I receive a PENN Alert phone message live?

What will happen if my number is busy, or no one answers?

What will happen when my Answering Machine or Voice Mail Answers the call?

What if I have more than one phone number in my records for an individual call list?

What is a PENN Alert Coaches Call?
A PENN Alert, powered by CallMultiplier, is a voice and text notification. This service is provided by the organization sending the notice. A PENN Alert will inform you of incidents or updates involving emergency or time saving notifications relevant to you and this organization.
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How is my personal data used?
All personal data is secure and safe. Personal date is never shared, rented, or sold to anyone. Personal data is only used to carry out the missions Coaches Call was hired to do.
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What will my caller ID show when I receive a call?
The phone number used in the Account Set Up and in some markets the Name of the organization sponsoring the service.
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When I receive an email what will show up on my in email box?
The sender will be the name of the organization from the account set up and the subject will always be PENN Alert.
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Will I always receive an email with all the filters I use?
While we can not guarantee that our emails will clear your filtering, we send each message out one at a time to prevent them being labeled as spam. Some email services will put the message in a Bulk folder.
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Can I reply to a Penn Alert email message?
If you must have further correspondence with the sender you must use your personal email system to ensure the sender receives the message.
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What do I do when I receive a PENN Alert phone message live?
You must speak (say "hello"), the system is voice activated and will recognize that there is a live person on the line when you speak a word or two. Your message will now be delivered.
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What will happen if my number is busy, or no one answers?

A.
Each Busy and No answer phone number will be tried up to four times, each call in five minuet intervals.

B. The person making the deployment will decide if the conditions require additional attempts to those whose line was busy or there was a no answer.
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What will happen when my Answering Machine or Voice Mail Answers the call?
PENN Alert recognizes the steady flow of words from your greeting message measured against a timing program as an answering machine or voice mail service. Since there are thousands of various designs of answering machines / voice mail services, on a very few systems, a few words announcing a PENN Alert notification might be left on the message. The majority of answering machines will only record the intended message. Because of this timing issue we repeat the intro two times. Depending on your system, you may hear any part of either intro or no intro, just the message. This is because the time to transmit calls and transfer to voice mail services varies by service. When making a call always give a quick repeat of the issue and your solution to the issue.
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What if I have more than one phone number in my records for an individual call list?
The person making the deployment will call all numbers. Each number is called independently of the result of the other numbers for that person or family.
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