Below is an overview of common questions and issues regarding Connect.
What if I opted out of messages?
With the Telephone Consumer Protection Act (TCPA) ruling by the FCC, we are required to provide the option for recipients to opt out of informational (Outreach) messages sent through the Connect system. If a recipient opts out of phone calls or text messages directly from their phone, they must opt back in the same way.
- For SMS, send a text to 23177 and type START 1198888 in the body of the message
- For Voice, call 855-502-7867 and follow the prompts
If a recipient opts out of email, only the district can opt the email back in. Please contact the Connect Administrator at 330-486-2078.
What if I am not receiving emails? If a recipient is not receiving emails,
check the Spam/Junk/Clutter folders. Also, be sure to log onto the provider’s webmail and check spam/junk settings, as some providers filter all incoming mail.
Add [email protected] to the safe sender list and/or address book.
Why are email messages delayed in arrival?
Connect does not control the delivery of email to the recipient's inbox. Emails are passed to the individual email providers (Gmail, Yahoo, etc) within 2 minutes of a scheduled message. Once the email has been handed off from the Connect system, it is up to the provider to deliver the message.
I did not receive the call/voicemail on my cell phone?
Check your blocked callers list on your cell phone. If you have blocked 330-486-2000 or the other school numbers, your phone will not receive a call or voicemail from this number.
I only received a partial voice message?
If a parent did not receive a voice message or received a partial voice message, they can call the After Message Replay line at 855-473-7529. They can listen to the last few messages sent to their phone by calling this number.
The message started playing and then stopped. Why?
Connect utilizes the industry’s most Advanced Answering Machine Detection (AAMD) software. The system starts the broadcast immediately upon telephone pickup; simultaneously, it is listening for interruptions. If the system is not interrupted by noise or someone speaking within the first 3.5 seconds, the message is delivered. If the system detects a greeting longer than a few seconds, the system treats this as an outgoing message from an answering machine and will stop playing, wait for silence (usually after the beep), and then start the message over so that it can be recorded in its entirety.
While the software is 98% accurate in distinguishing live vs. machine, errors can occur if the person repeatedly says “hello” or answers in a noisy environment (i.e. traffic, children playing, loud music or television, dog barking, etc.). Generally, in these situations, the system stops playing the message. It is waiting for silence to start the message over. In a noisy environment, where silence is unattainable, call recipients can press the number 1 on their telephone and the message will play from the beginning without interruption.
What if the line is busy or there is no answer?
The Connect system will make up to three attempts to reach each number, with three minutes in between each call. If the message is not delivered by the third attempt, the school is notified of such in the delivery report.
Why is my answering machine recording only half of the message?
If the answering machine greeting is sporadic with various periods of silence or does not start playing within 3 seconds, the system may read this as a live person and begin playing the message before the machine has started recording. This will result in a recording of silence (if the Connect message finishes playing before the machine begins recording) or of just the last portion of the Connect message. Parents can simply re-record their outgoing message so that there are no pauses.
Alternately, if the answering machine is set to record for a specific amount of time (e.g., 30 seconds) and the Connect message runs longer than that, this will also result in message cut-off. The recommended solution is to have parents set their machines to record for a longer period.
For answering machines or voicemail systems where it is necessary to enter a mailbox number, Connect is unable to leave a message.
My caller ID showed that the school had called, but there was no voicemail. Why?
The system will ring a line up to six times. If your answering machine is set to pick up on seven or more rings, the message may not be delivered to your machine. Therefore, we encourage you to set your machine to six rings or fewer. Another possibility is that there is a break or a substantial silence in your machine’s outgoing message, causing the Connect message to play prior to the machine actually recording. Please make sure that the greeting is seamless to facilitate successful message delivery.
Why doesn’t the school’s name and/or phone number appear on the caller ID?
Connect passes the caller ID information to the local telephone carriers, but it is up to those carriers to pass it along to their customers. Furthermore, different local telephone companies process caller ID information differently. Some provide the name associated with the number, while others do not. For example, a telephone company may require an individual to subscribe to “Advanced Caller ID” in order to receive the school name along with the phone number. Unfortunately, we have no control over this feature.
**PLEASE DO NOT REPLY TO THE AUTOMATED EMAILS. Replies will not be read or forwarded for handling.**