Service & Quality are Everything


Staff and Resource Management

FAQ (Administrative Access, Notifications, and More)

This section provides questions and answers on a variety of topics regarding staff, resources, and administrative access.  Be sure to also review the Staff and Resource Management manual pages, as questions answered there are not duplicated here.

Staff aren't receiving copies of appointment confirmation messages.

WCONLINE will always send copies of appointment messages if set to do so. To figure out why a staff person is not receiving messages, you’ll need to check a couple of things.

  • First, go to Staff and Resource Management and edit the listing of a staff or resource who is not receiving emails.  Then, make sure their email is listed (and listed correctly) at the bottom of their listing. Also, be sure that the SEND APPOINTMENT CONFIRMATION MESSAGES option is set to YES. If so, the messages are being sent.
  • Next, go to Client and Record Management and search for the staff member who isn’t receiving confirmation messages. If that staff member has a small mobile phone icon next to their name, then that individual has opted in to receive text messages. In that case, text confirmation messages are being sent in lieu of emailed messages.  Those texts are being sent to the mobile phone number and carrier the staff member chose when opting in. Click the mobile phone icon in order to remove that number (in case the staff member entered the number or carrier incorrectly or entered an old carrier a while ago). That will force WCONLINE to send the confirmations via email.
  • Finally, ask the staff member to check their spam folder as it's possible that the messages are being sent to spam—especially since the subject reads "copy" and shows a student’s name other than the recipient.

If the messages aren’t there and if these other suggestions don’t resolve the issue, you’ll need to reach out to your IT department and ask them to whitelist our mail servers, since the only other option is that the emails are being blocked as spam.  For more information, review our larger FAQ on emails not being received.

How can one staff member have some distinct online and some distinct face-to-face hours?

As staff or resource's IN-PERSON & ONLINE AVAILABILITY is set on a resource-by-resource basis.  Therefore, to have the same staff member have distinct hours for which they're only available online and distinct hours for which they're only available face-to-face, you'll simply enter the individual twice in Staff and Resource Management--once with IN-PERSON & ONLINE AVAILABILITY set to FACE-TO-FACE ONLY and a second time with that option set to ONLINE ONLY.  Then, you can schedule each of those entries separately in Starting Availability Management.

How can I add images to a staff or resource's bio?

Images can be added to the RESOURCE BIO OR RELATED INFORMATION field using the image tool in the what-you-see-is-what-you-get editor's toolbar.  For more help with adding images, read our FAQ on the topic.

One of my administrators doesn't have access to administrative functions.

In order to be recognized as an administrator, an individual has to log in to WCONLINE using an email address that is an exact match to an email address listed in Administrative Access Management (which is accessed through a link at the top of Staff and Resource Management.  More information on resolving this issue is in our main FAQ on this exact topic.

Staff and Resource Management

SECTION 1: Staff and Resource Overview

SECTION 2: Add or Edit: Introductory Settings

SECTION 3: Add or Edit: Staff & Resource Options

SECTION 4: Add or Edit: Email-Based Options

SECTION 5: Duplicate Staff & Resources

SECTION 6: Administrative Access Management

SECTION 7: FAQ (Administrative Access, Notifications, and More)

WCONLINE Product Manual

The product manual is available completely online. Choose a chapter from the list below or use the search tool to perform a keyword search.

CH 1: Welcome


CH 2: Data Collection & Forms

CH 3: Access, Access Levels, and the Schedule

CH 4: Synchronous Online Meetings


CH 5: Update Profile & Email Options

CH 6: Client & Record Management

CH 7: Schedule Management

CH 8: Staff and Resource Management

CH 9: Starting Availability Management

CH 10: Blackout Times Management

CH 11: Announcement Management

CH 12: Mass Email Tool

CH 13: System Data Export

CH 14: Report: System Statistics

CH 15: Report: Master Listings

CH 16: Report: System Utilization

CH 17: Global System Settings

CH 18: Form Setup: System Forms

CH 19: Module Setup: Early Alerts & Flags

CH 20: Module Setup: Survey

CH 21: Module Setup: Time Clock


CH 22: Frequently Asked Questions

This manual applies to the current version of WCONLINE® and is constantly updated as new features are released.