BlackBerry AtHoc

Create and Publish Alerts

7.15

2023-03-01Z

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Contents

Create and publish alerts.................................................................................. 7

Publish an alert from an existing alert template................................................8

Publish a blank alert......................................................................................... 9

Users tab...............................................................................................................................................................14

Organizations tab................................................................................................................................................. 15

Mass Devices tab.................................................................................................................................................15

Advanced Reports button....................................................................................................................................15

Details tab............................................................................................................................................................. 15

Change the number of alerts listed on the SentAlerts screen......................... 16

Edit an alert.................................................................................................... 17

Define alert template details........................................................................... 18

Writing effective alert messages.....................................................................19

Define content for an alert or alert template................................................... 21

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Add an attachment using Dropbox.....................................................................................................................26

Configure a response option as a user attribute..............................................28

Target users....................................................................................................30

Targeting basics...................................................................................................................................................30

Define fill counts and escalation........................................................................................................................ 30

Target groups in alerts or alert templates.........................................................................................................32

Block groups and distributionlists from receiving an alert..............................................................................32

Target individual users........................................................................................................................................ 33

Target dependents............................................................................................................................................... 33

Target subscribed users......................................................................................................................................33

Preview a desktop alert template............................................................................................................43

Select the device delivery preference.................................................................................................................44

Target AtHoc Connect organizations.............................................................. 45

Select and configure mass devices for an alert or alert template.....................46

Review an alert............................................................................................... 47

Test an alert................................................................................................... 48

Set an alert todraftmode...............................................................................49

Publish a draft alert........................................................................................ 50

Quick publish an alert..................................................................................... 51

Resend an alert...............................................................................................52

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View alert lifecycle results.................................................................................................................................. 54

Redundant message stop................................................................................59

Message consolidation................................................................................... 60

End an alert.....................................................................................................61

Export analert as a PDF................................................................................. 62

Export sent alerts............................................................................................63

Delete an alert.................................................................................................64

Duplicate an alert............................................................................................65

Hosted SMS text messaging tracking codes................................................... 66

Pager carrier IDs and names...........................................................................67

Phone number validation................................................................................ 72

Domain.......................................................................................................................................................74

Valid email address examples............................................................................................................................ 74

Invalid email address examples......................................................................................................................... 75

BlackBerry AtHoc Customer Support Portal.................................................... 76

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Documentation feedback.................................................................................77

Legal notice.................................................................................................... 78

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Create and publish alerts

Alerts are communications sent to your organization, to mobile users, or to outside organizations. A BlackBerry

AtHoc operator creates alerts and targets users, distribution lists, mobile users, and organizations through IPAWS

or AtHoc Connect. Operators publish alerts from the alerts menu in the BlackBerry AtHoc management system or

• Send an alert with escalation

• End a sent alert

• View alerts in the Inbox

• Create an alert template

• Organize your alert templates

|Create and publish alerts|7

Publish an alert from an existing alert template

Important: Before you create and publish a new alert, go to the BlackBerry AtHoc home page and check the

list of all alerts that are currently live, scheduled, and recurring in the system. This will help you avoid creating a

duplicate alert.

1. Log in to the BlackBerry AtHoc management system as an operator with alert publishing permissions.

2. In the navigation bar, click Alerts > New Alert.

3. On the Select from Alert Templates screen,hover your cursor over an alert template nameto view details

about analert template.

4. Do one of the following:

Publish a blank alert

Important: Before you create and publish a new alert, go to the BlackBerry AtHoc home page and check the

list of all alerts that are currently live, scheduled, and recurring in the system. This will help you avoid creating a

duplicate alert.

If you have operator permissions, you can create a new alert without any predefined content or targeted users.

2. On the Select from Alert Templates screen, click Create a Blank Alert.

3. Define alert template details.

4. Define content for an alert or alert template.

5. Target users.

6. Click Review and Publish.

7. On the Review and Publish screen, review the content of the alert.

8. Click Publish.

Change the number of alerts listed on the SentAlerts

2. Scroll to the bottom of the alert list.

3. Click the list that appears next to the phrase items per page.

4. Select the number of alerts you want to display per page.

The screen refreshes and displays the total number of results you specified.

|Change the number of alerts listed on the SentAlerts screen|16

Edit an alert

The amount of editing that you can do to an alert depends on its current status:

before the alert end time.

• If the alert has an Ended status, you cannot make any changes to it.

1. In the navigation bar, click Alerts > Sent Alerts.

3. Select the check box next to the alert name.

4. At the top of the screen, click the More Actions > Edit.

5. Make any changes you want to the unlocked fields.

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Define alert template details

The Alert Template section is used to establish the identifying characteristics of the alert template in the system.

description for the alert template.The name and description display in BlackBerry AtHoc only; they are not

displayed to end users. The name and description should make it easyto help publishers identify the alert

template. For example, Tornado Warning.

4. In the Description field, provide details about the alert template purpose or content. For example, “Send out

when there has been a tornado sighted within 5 miles of the facility.” This description is not seen by end users.

8. When you are done, configure the Content section.

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Writing effective alert messages

Use the following hints and best practices to publish successful alerts.

• Keep the title and body brief and simple.

• If the alert is an Exercise or Test, clearly put the text “Exercise” or “Test” in the title and message. This practice

ensures that everyone responds appropriately and no one mistakenly takes your exercise message for a real-

world event.

• Use the five W’s: who, what, when, where, why, and how if needed.

• If you use acronyms or unique words, remember that text-to-speech may mispronounce your message or

make it hard to understand. Add spaces or periods after each letter of the acronym.

• xxx xxx xxxx

• xxx.xxx.xxxx

The following table lists supported phone number formats:

Example phone number Text to speech expansion

1 800 123 4567 one, eight hundred, one two three, four five six seven

01.1234.5678 zero one, one two three four, five six seven eight

01.1234.5678 Ext. 15 zero one, one two three four, five six seven eight,

extension one five

Call me at 123-4567 Call me at one two three, four five six seven

• Placeholders can be very useful when using alert templates. Don’t forget to select the values if they are

• Target your Connect organizations if you want them to receive your alert.

• When sending a desktop pop-up, ensure that you choose the template and audio that best corresponds to your

alert.

• The Phone is the only device that you can establish a delivery order for. When selecting multiple telephony

devices, prioritize the devices your recipients are most likely to use.

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shorter message requirements. Or, a message that goes to the phones of individuals might be different than a

• Use the options for (SMS) text messages to shorten the content to 160 characters or less. If you exceed the

base.

• Alerts can be scheduled to be published at a later date and time.

• Set the ‘live’ time for the time you want your users to be able to respond to your alert. You can estimate how

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Define content for an alert or alert template

The Content section is used to define the key parts of an alert or alert template in the system:title, body, type,

response options, website links, locations, and attachments.

1. To create an alert or alert template in a language other than the default language displayed on the screen,

click the button besidethe Type field and select a language. Thisdoes not change the language displayed on

audio portion of the sent alert will be in the language you selected.

2. In the Severity field, select a severity level from the list.

Important: High severity is reserved for extreme emergencies. On the mobile app, it overrides the device

sound settings to play any sounds associated with the alert or alert template.

3. In the Title field, enter a one-line summary that communicates the purpose of the alert or alert template. The

maximum number of characters is 100. The title is required and displays at the top of the recipients' screen

when the alert is sent out.

4.

Optionally, to insert a placeholder into the alert or alert template title, click and select the placeholder from

the list.

5. In the Body field, enter up to 4000 characters of text that communicate why the alert has been sent and

that they have received the message. To add a call bridge to a response option, see Configure a call bridge

for a response option.

Note: Targeted users incountries that have a provisioned SMS country code can respond to SMS alerts.

Users in countries that do not have a provisioned country code cannot respond to SMS alerts.

8. Optionally, in the Add Bilingual section, click Add.

a. On the Translation Language dialog, click Change Language.

b. Select a language fromthe Select Language pull-down menu.The Title, Body, and Response Options are

displayed in the original language on the left and in the selected language on the right.

Note: A response option is required.

c. Review the translated text and make any necessary edits.

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alert or alert template.For more information, see Select analert or event location.This location can also be

12.Optionally,in the Location section, if you have selected a location, select Enable Geofence Targeting to target

Configure a call bridge for a response option

A call bridge is a type of alert response option for telephony devices consisting of a text response accompanied

by either a phone number or a URL address. If you set up a Call Bridge phone option, end users must type the full

phone number plus the passcode (if required) preceded by an ‘x’ delimiter: for example, (321)987-6543x98127.

1. In the Response Options section, select the Call Bridge option beside a response option.

2. In the Call Bridge # field,enter the conference call number.

3. In the Pass Code field,enter the pass code users will use to dial in to the conference call. To add pauses

before or in the middle of the code (for the operator to speak), add a comma for each second of pause time.

4. Optionally, in the Conference URL field, enter a call bridge URL. The URL address must begin with one of the

following:

in.

The Bilingual Alerts feature does not support the following types of alerts:

• API

• Connect rules

• Mobile events

• WAM

• BlackBerry Feed Service (BFS)

• IPAWS

Before you begin:

• The IsBilingualAlertSupported feature must be enabled by a System Administrator in Settings > System Setup

> Feature Enablement for the super enterprise, enterprise, or suborganization.

• The Add Bilingual option must be enabled in the alert template in Alert Template Settings > Content.

displayed in the original language on the left and in the selected language on the right.

|Define content for an alert or alert template|22

Select analert or event location

There are two ways to add locations to an alert or event on the publisher map:

• Define custom locations using the drawing tools available on the map.

• Select geographic areas from a list of locations that were predefined by a BlackBerry AtHoc administrator.

Users with any geolocation attribute in the selected location are targeted in the alert or event. In addition, any

users with a Last Known Location attribute that was updated within the last 4 hours are also targeted.

1. In the Content section, click Add in the Location section.

The publisher map opens in a new browser tab.

2. Optionally, if the location you want to target is not displayed on the current map, enter the address, point of

location.

3. To use a predefined location on the map as a targeting criteria, click Select Predefined Locations and select

box next to their names in the drop-down menu.As you make selections, the locations are highlighted on the

6. In the Create Custom Locations section, click ashape button and click and drag on the screen to cover the

Custom Locations section, listing the total area of the custom location in square miles or square kilometers,

9. To scale new shapes up and down while preserving their dimensions, complete the following steps:

|Define content for an alert or alert template|23

remove. If you have created more than one custom location, they are combined in the list and cannot be

|Define content for an alert or alert template|24

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section. The list of users is displayed in the order of escalation priority.

hierarchical nodes or distribution lists. The alert is sent to users within the selected groups. Users who belong to

multiple targeted groups receive a single alert.

The publisher can also block recipient groups (exclude them from alert delivery.)

• Organizational Hierarchy: If your system is set up for them

• Targetable Attributes: Any attributes that have been selected as targeting criteria

Note: The administrator can restrict the contents of these categories for each publisher. For example, a publisher

might have permission to view only one of four organizational hierarchies.

1. In the Target Users section, click By Groups if it is not already selected.

If you select a group or distribution list that contains sub groups or sub distribution lists, those are also

deselect it. If you select all sub groups or sub distribution lists manually, the parent group or distribution list is

not selected automatically.

Note: The presence of a black square (or a black hyphen if you are using Google Chrome) in a check box

indicates that some of its sub groups or sub distribution lists are selected and some are not.

Block groups and distributionlists from receiving an alert

You can block groups (organizations or distribution lists)from receiving an alerton the By Groups tab in the

Target Users section .

besideits name.

3. To unblock a group or distribution list, click Unblock beside its name.

Note: If you block a group or distribution list that contains sub groups or sub distribution lists, those are also

automatically blocked. To unblock any of the sub groups or sub distribution lists, you must manually unblock

the parent group or distribution list first. If you manually block all sub groups or sub distribution lists, the

parent group or distribution list will not display a blocked icon.

Note: If dependents are enabled for your organization and enabled in the alert template settings, the Target Users

section displays separate tabs for sponsors and dependents.

1. In the Target Users section, click By Users.

Note: If the name of the user does not appear on the screen, enter the name in the search field, and then click

4. Click Apply.The users you added are displayed in the Users field with a beside their name.Blocked users

appear with a .

Note: To remove a targeted user from the alert recipient list, click beside their name.

5. Optionally, to target dependents, click the Dependents tab and then select Include all dependents of targeted

sponsors.

Target dependents

If dependents are enabled for your organization, you can target them on the Dependents tab inthe Target Users

section.

1. In the Target Users section, click Sponsors.

2. Select one or more sponsor users.

3. In the Target Users section, click Dependents.

up screen that displays the attributes you have selected as targeting criteria for the alert.

group settings, so if a user is blocked, they will not receive an alert even if a group they belong to is targeted in the

device you want to use as targeting criteria.

in the alert. When OR is selected, users that match any of the search conditions are targeted. The default is

3. Click AddCondition.

The Targeting Summary field at the bottom of the Target Users section updates automatically to display the

instructions, see Select analert or event location.

opens.

the targeted locations.

Note: To target users with geofence targeting, see Enable geofence targeting.

TheTargeting Summarysection of the Target Users section displays the total number of groups and users that

The By Users screen lists the users who have been selected for inclusion in the alert.

The By Users-Blocked screen lists the users who have been blocked from receiving the alert.

The By Location screen displays a map showing each of the locations that are targeted in the alert. This is the

same map that can be seen in the Location field within the Content section of the new alert template or new alert

screen.

The By Advanced Query screen lists the search conditions that have been created to identify the target audience

for the alert.

A list of available personal devices appears, including the percentage of selected users who can be reached by

each device type.

2. Select the check box beside each personal device you want to include.As you select devices, the pie chart in

the Targeting Summary section updates to show the number of reachable and unreachable users based on

your current selections.

3. Optionally, click the number beside the Total Users field to view a screen that displays the username and

organizational hierarchy for the users in the target group.

4. Optionally, click the numbers in the Reachable Users and Unreachable Users fields to view separate pop-up

screens that provide user details for those groups.

Note: If no users are reachable based on the targeted users and devices you select, the alert template is not

The Personal Devices Options screen opens, displaying separate tabs and separate options for each device

you selected in Step 2.

4. After selecting options, click Apply.

The following table details the options that are available for the most common device types.

Device Type Options Description

and type, and, if available, a link to the alert

location. BlackBerry AtHoc provides default

templates, one for each severity: High, Moderate,

Low, Informational, and Unknown.

audio sound. The default audio is predefined by

your organization.

from any existing audio sound.

to preview audio selections.

template or a custom template. BlackBerry AtHoc

provides default templates for each severity:

High, Moderate, Low, Informational, and Forgot

Password.

Device Type Options Description

to go to an interactive map.

1250 characters of the alert title and body as the

text message content. The text message content

is truncated at the first space before the 1250th

character. If the content is truncated, the text

message includes a link users can click to view the

complete alert text.This is the default option.

alert title as the text message content.

provisioned SMS country code can respond to

to SMS alerts. For more information, including a

list of countries with a provisioned code, refer to

customer support site.

in the alert title and body fields as the pager

message content.

the pager message content.

Device Type Options Description

title and body to play when the alert is received. If

you select this option, you can specify the number

of times to replay the alert.

to play when the alert is received. If you select this

option, you can specify the number of times to

replay the alert.

the number of times to replay the alert.

information in the alert title and body fields as the

phone message content.

title and message body as the phone message

content.

upload a custom recorded message that will be

played for the alert recipients. For complete details

Device Type Options Description

must have a PIN associated with their account

Test an alert

The BlackBerry AtHoc system allows you to test any alert from the Edit Alert screen. When you test the alert, it is

sent only to you.

1. In the navigation bar, click Alerts > New Alert.

2. On the Select from Alert Templates screen, click Edit for the alert you want to test.

3. On the alert details screen, click Test Alert.The Test Alert window opens with your available enabled devices

selected or a test box to add a device. You can deselect any device you don't want to receive the test alert on.

The Test Alert screen closes and a confirmation notification appears at the top of the alert details screen.The

Set an alert todraftmode

Alerts are sometimes created in advance or created by operators who do not have the necessary permissions to

publish them. BlackBerry AtHoc allows the alert creator to set the alert to Draft mode, which retains the details of

the alert. The draft alert is saved in the Sent Alerts screen as a draft.

1. Create the alert.

2. Click Draft at the top of the screen.

The Sent Alerts screen appears and the alert is listed with a Draft status.

Publish a draft alert

1. In the navigation bar, click Alerts > Sent Alerts.

3. Select the check box beside the alert name.

6. Optionally, if you need to make any changes, click Edit at the bottom of the screen, then make and save your

changes on the edit alert screen.

7. When you are satisfied with the alert contents, click Publish to send the alert.A Completed banner appears on

the Review and Publish screen.

Quick publish an alert

When time is critical and you want to publish an alert where only the Title and Body content needs to be changed,

you can edit only those sections without the need to wait for the entire Review and Publish page to load.

Before you can quick publish an alert, the alert template must be in a Ready state.

1. Access an alert template from any of the following locations:

• The Quick Publish section on the BlackBerry AtHoc management system home page

• The Alert Templates page

• The Sent Alerts page. Select an alert, and then select More Actions > Publish.

The Review and Publish page opens. The Title and Body fields in the Content section of the alert template

appear in a white box at the top of the page.

Click .

3. On the Edit Title and Body window, update the title and body text as needed. The title must be between 3 and

4. Click Apply. You are returned to the Review and Publish page.If you click Edit at the bottom of the Review

and Publish page to edit other sections of the alert template, any changes you made in the Edit Title and Body

window are not retained.

5. Click Publish.

Resend an alert

The Resend feature in BlackBerry AtHoc enables an operator to customize the targets when resending an alert.

The operator can resend the alert to all original recipients, to recipients who responded to the original, or to

recipients who did not respond to, or did not receive, the original alert.

1. the navigation bar, click Alerts > Sent Alerts.

2. On the Sent Alerts screen, click the alert that you want to resend.

3. On the Alert Summary screen, click the Users tab.

5. Select Send Alert to These Users.

6. Optionally, revise the details of the alert that opens.

7. Click Review and Publish.

8. On the Review and Publish page, click Publish.

Track alerts with advanced reports

The following sections describe how to track alerts using advanced reports and how to export and print those

reports.

To view an advanced report for a specific set of users from the Sent Alerts screen, complete the following steps:

1. In the navigation bar, click Alerts > Sent Alerts.

2. Click a live alert or ended alert.

3. Click the Users tab.

4. Do one of the following:

InProgress or Failed to go directly to an Advanced Report that lists users in that category.

• In the Response Details section, select User List from the drop-down menu next to Responded or

Not Responded to go directly to an Advanced Report that lists users who have responded or have not

responded to the alert.

Advanced reporttypes

The following reports provide advanced tracking information about the alert delivery process, including the

number of alerts sent compared to the delivery devices used and the responses received.

received.

Displays a tabular report that tracksthe number of targeted alerts, the number

recipients. You can click any user count in the report, such as the number of

targeted users, to opena detailed user tracking report that identifies individual

users and provides their names, device addresses, and responses. This

information is useful for evaluating the effectiveness of the delivery devices

used for the alert.

Note: If device delivery preference is set to Organization defined, the

numberin the Sent column of the report is updated incrementally as different

personal devices are targeted.

You can view the publishing lifecycle for an alert to trace the progress of the alert and determine how it was

handled during delivery. The lifecycle shows information such as the following:

• When the alert went through the delivery gateway

1. Open the alert summary and do one of the following:

• After sending the alert, click Alert Summary in the completed alert, then click Advanced Reports at the top

of the screen.

• In the navigation bar, click Alerts > Sent Alerts.

a. On the Sent Alerts screen, click the live or ended alert you want to see lifecycle results for.

b. Click Advanced Reports.

2. On the report screen, scroll to the Publishing Lifecycle section.

3. Check to see that the alert was marked as Live.

and whether it was successful.

It shows if there was a problem with the batch and whether it had to be sent to another gateway for delivery.

reports if messages were redirected to a backup gateway because of a failover.

For example, an operator publishes an alert that targets 50 users. Thirty-five users receive their alerts, however,

message error codes were received for the other 15 users, exceeding the 20% recovery threshold. After 5 minutes,

BlackBerry AtHoc sends a termination request to the primary gateway. It then creates a recovery batch only for

the users that got errors for the next available gateway.

BlackBerry AtHoc cancels the current batch delivery and creates a new batch to be sent to another gateway, if the

alert batch meets the following conditions:

• The network is up and BlackBerry AtHoc Cloud Delivery Service is available.

• Gateway reporting succeeds for the batch.

default is 20%. Alerts that have received responses are not counted.

After a specified time (the default is five minutes), BlackBerry AtHoc resends any alert that was not sent or does

To view delivery information, check the Publishing Lifecycle section of the Alert Summary. The Batch details show

how many alerts, whether the batch was sent successfully, and if it had to be redirected. You can also check user

delivery reports for more information.

The following figure shows the history of the alert delivery and the recovery process.

As you can see, the initial alert batch was terminated (Batch:123419) for the current gateway, and a second

publishing batch was created (Batch: 123421). You can click on the details for the additional batch reports to

see if the batch was successfully sent. The batch can be sent to additional gateways if there are problems with

second batch.

Export alert tracking reports

Message termination

The BlackBerry AtHoc management system performs message termination(also known as call termination)on

hosted telephone devices for users with multiple targeted phones.Message termination is enabled by

default.Message termination is not performedforother devices such as email, SMS, or the mobile app.

When a user has multiple phone numbers in the system, and those numbers arealltargeted, when the user

select the order of the phones, or they are all listed as priority 1 and the alert is sent to all phones at the same

numbers.

To specify the callorder,operators should set the preference order for phone devices when selecting them for

The StopCalling Optionsfor phones set in the Personal Devices Options in an alertalso impact message

termination.If an operator selects the“Recipient listened to the entire message” or “Entire Message left on

Voicemail”stop calling option,the delivery preferencecontinuesuntil one of the devices is used to respond to an

alert.These phone options,designed to stop phone calls if the user listens to the message or has the message

left on their voicemail,donot function with device delivery preference. Phone calls continue in the order of the

delivery preference,and users continue to receive phone calls,even if theoperator selects these options.The

user must respond to the alert to stop alerts from being sent to their additional devices.Ensure that the Requires

Acknowledgment option is selected in the Personal Devices Options for phone devices.

|Message termination|57

Delete an alert

You can delete any alert that has a Draft or Scheduled status. If the alert has a Live or Ended status, it cannot be

deleted from the system.

1. In the navigation bar, click Alerts > Sent Alerts.

2. Locate the alert you want to delete.

3. Select the check box next to the alert name.

4. Click More Actions > Delete.

5. On the Delete Alerts dialog, click Delete.

The SentAlerts screen refreshes and the alert no longer appears in the list.

|Delete an alert|64

Duplicate an alert

Important: When you duplicate an alert, the Schedule section of the new alert reverts to the default settings for

all new alerts, overriding any date and time parameters that are configured for the alert that you duplicated. For

example, if you duplicate an alert that is set to begin at 12:30 PM on August 1, 2015 and your system default is to

click Publish unless you manually change the Alert Timing setting beforehand.

1. In the navigation bar, click Alerts > Sent Alerts.

2. On the Sent Alerts screen, use the search field or scroll down to locate the alert thatyou want to duplicate.

3. Select the check box next to the alert name.

4. Click Duplicate.

attachments, or add additional attachments.

|Duplicate an alert|65

Hosted SMS text messaging tracking codes

The following codes are used to track the status of SMS text messages. They appear in the full delivery report for

an alert.

from BlackBerry AtHoc alerts

BlackBerry AtHoc alerts

|Hosted SMS text messaging tracking codes|66

Pager carrier IDs and names

The following table displays the name and ID of all of the pager carriers that are supported in BlackBerry AtHoc.

165

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132

130

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|Pager carrier IDs and names|71

Phone number validation

An Emergency Mass Notification System is only as effective as the contact information it contains. For this

reason, BlackBerry AtHoc provides a phone number validation feature that applies to all phone numbers, no

matter which country they belong to. It also enforces clean data wherever data can be entered.

The validation feature gives operators higher confidence before an alert is sent that end users with phone

actual phone numbers, instead of invalid data such as “No Phone” or “N/A.” Validating phone numbers when

uses a third-party library to validate phone numbers.

BlackBerry AtHoc works with customers to make sure that automated data imports, including Active Directory

be updated.

For BlackBerry AtHoc release 6.1.8.88 and earlier releases, you must continue to use 011 instead of + at the

code.

• User Sync module

• CSV Import

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• For example, for the Country Code “US,” the following rules apply:

• Common formatting punctuation is ignored.

• If you are using control characters such as , (comma) or # (pound sign), they must be in the extension field.

the system, especially if user data can contain numbers from different countries.

screen. This specifies what country is the default for user-entered phone numbers. This also is used to interpret

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