Town of Palmer, MA - Connect-CTY FAQ

What is the Connect-CTY service?

The Connect-CTY service allows authorized town officials to create and rapidly disseminate time-sensitive messages to every telephone number and email address stored in the notification database. With the Connect-CTY service, users can send thousands of messages in minutes. Only authorized town officials are allowed to access and use the system.

How does the service work?

Authorized town officials record a voice message that is then delivered quickly to individual phones in the notification database.

What types of messages will be sent using the service?

Any message regarding the safety or welfare of our community would be disseminated using the Connect-CTY service.

Examples would include severe weather warnings and updates, hazardous traffic or road conditions inside the town or affecting local routes, and any other situation that could impact the safety, property, welfare or convenience of our citizens.

Does the Connect-CTY service replace other systems that have been used to provide time-sensitive information to residents?

This system is a significant enhancement to existing means of communication and is supplemental to, not a replacement for, the systems we have used in the past. We will continue to release important announcements using print and broadcast media as well as the town's web site.

Is my telephone number included in the notification database?

It is our intention and hope that every residence and commercial facility in our community be included in the notification database.

l	For residents, we may have more than one number that belongs to you in the database.
l	For businesses, we only store one main phone number, but you may request to have a secondary number entered into our database for priority calling.

If you wish receive messages at additional telephone numbers, email addresses or by SMS text, you can visit the town's web site and click on the Connect-CTY link located at the lower left of the page. You will be brought to the Connect-CTY web site for the town. On that page you have the option to add, edit or delete your information. Anyone without internet access can call (413) 283-3554, Ext. 2507 to have their information added to the notification database.

I didn’t receive a test call from the town during the Connect-CTY implementation. How do I sign up to receive notifications?

If you did not receive a test call and would like to be added to the notification system, you can register by clicking on the Connect-CTY link located on the lower left of the town's web page. You will be brought to the Connect-CTY web site for the town. On that page you have the option to add, edit or delete your information. Anyone without internet access can call (413) 283-3554, Ext. 2507 to have their information added to the notification database.

May I use a cell phone as my notification database listing?

Yes, we can accept cell phones as secondary phone numbers in the database and encourage you to request that your number be included.

What precautions are being taken to protect personal information?

Connect-CTY ™ is a service of The NTI Group, Inc. (NTI). NTI takes security and privacy concerns very seriously and does not sell, trade, lease or loan any data about our clients to any third party. From a technical perspective, we utilize multiple physical and virtual layers of firewalls to maintain data security. NTI only utilizes secure transmissions with its customers. No confidential information is ever transmitted between NTI and its customers using e-mail or FTP, but rather always utilizes either a VPN tunnel or SSL. Data is hosted in state-of-the-art facilities which require photo identification, thumb-print recognition, keyed access, and are manned 24/7 with full-security personnel. All data is encrypted prior to being placed on tape for offsite storage. NTI also retains an external, independent security firm to perform annual security audits.

Will there be a way to positively identify incoming calls which are made by the town using the system?

The caller-ID number for calls generated by the Connect-CTY service will be a Town Office number: (413) 283-3554. In addition, every message will begin with the same standard announcement: “Hello, this is (name and title of town official) calling with an important message from the Town of Palmer.” The message content will follow this standard introduction.

10.

Will the Connect-CTY service work if I have a call screening system on my phone?

There are several varieties of call screening devices which use differing protocols for screening. In general, the system has been found to work with these devices; but, some may require some type of pre-programming to allow our town’s telephone number to pass through. We may conduct periodic test to assure that messages are being delivered to numbers in the notification database.

11.

If I am a non-resident home or condominium owner, what phone should be listed in the notification database?

For non-residents or owners who reside out of our town/city, you may provide an additional phone number to be included in our database to contact during certain situations. In general, calls are sent to the primary number only, but we also have the ability to call multiple numbers for each resident or business when requested by the resident or business. Please or call our Connect-CTY information line at (413) 283-3554, Ext. 2507 to add additional numbers to the notification database.

12.

If I have provided more than one phone number, when will they be called?

Should a situation arise that requires us to contact you at multiple phone numbers, we can activate the system to place simultaneous calls to all of your numbers. In most cases, we will be sending calls only to one phone number.

13.

My primary phone or my second listing is a cell phone with a non-local area code. Will the Connect-CTY service call numbers outside the area?

Yes. The area code does not impact whether or not a call is made.

14.

How does the Connect-CTY system respond to busy signals or no-answer situations?

For busy signals, the call will be repeated several times in an attempt to reach you. The same is true for No-answer and Call-waiting. If the phone is answered by a message recorder, the message will be left on the answering device. If, after several attempts the call does not successfully go through, the system will stop attempting to call.

15.

I am receiving town notification calls at my fax or my secondary phone line. Can I switch to have the system call my primary phone number?

Yes. Please contact us at (413) 283-3554, Ext. 2507, to change the phone number in our notification database.

16.

I was not able to listen to the entire call. Is there a way to repeat the message?

Yes, at the end of the message playback, simply press the star (*) key on your telephone to have it repeated in its entirety.

17.

I answer the phone but the “Hello” message repeats. It then hangs up,

calls back, and the same thing happens again. How can I hear the entire message?

Repeating or looping of messages happens when the system detects excessive noise in the background. This can be caused by loud radio/television volumes, people talking, or busy traffic noise. When you receive the next call, say “hello” once and turn down the volume of your radio/television or press the mute button on your telephone to allow full message delivery.

18.

I do not want to receive Connect-CTY messages from the town. How do I have my numbers removed from the notification database?

l	If you are receiving calls because you registered to receive them, you can remove yourself from the database by going to the town's web site and clicking on the Connect-CTY link located at the lower left of the page. You will be brought to the Connect-CTY web site for the town. On that page you have the option to edit or delete your information.
l	If you are receiving calls and have not registered to receive them, you can have your information removed by calling our Connect-CTY information line at (413) 283-3554, Ext. 2507.