Overview
If you have provided your customers with an Oases Login they can request sessions for their students via the Calendar page in their portal. Upon receipt a session can be created, the request denied or a new time proposed with automatic emails at all stages.
This is a configurable item. If you don't want your customers to be able to request sessions please turn this item off in setup.
Requests can be set to go to the Office for processing or to the assigned tutor of the selected student.
Article Sections
- What Has to be in Place
- Open Requests or Credit Hours Required
- What the Customer/Parent Does
- Email Notification (rules)
- Process the Request
- Process Requests by Tutor for Credit Only
- Notification Templates
- Customer Cancels Session Request
- Switch off this Function
What Has to be in Place
1. Session Requests have to be enabled in Setup.
Go to: Setup > Company > Config Settings > Private > Parent Login Session Request
2. Set to Enable for on or Disable for Off.
3. Decide if the office or the requested tutor will receive the request.
Go to: Setup > Company > Config Settings > Private > Parent Session Request to > Choose Admin only or Tutor with a copy of the notification email to the office.
4. Your customers must be logging in via your custom branded marketplace login as found via Setup > Other > Marketplace > Configuration > Quick access login or published login code.
Open Requests or Credit Hours Required
5. Session Requests can be open or restricted to students with advanced credit hours.
This is controlled via the Marketplace.
Setup > Other > Marketplace > Configuration > Miscellaneous > Unrestricted Requests.
- On for unrestricted access
- Off for invoiced hours to be present for a request
What your Customer Does
Customers/Parents may be directed to article CL05. Request a Session via The Customer Login for an overview of session requests.
6. The parent clicks on the Request Session button, top right on the calendar page of their portal.
7. A request session pop-up will open.
8. The duration increments available are as set for your storefront. Go to Setup > Marketplace > Configuration > Storefront > Time Interval > Make Selection.
9. The customer selects the student name and Oases will perform checks on student credit:
- Customer set to zero credit or unlimited credit, but student has hours - Request proceeds
- Customer set to zero credit or unlimited credit and no student hours remain - Request denied
10. After adding the student the customer can choose from the student's assigned tutor/s.
11. When the tutor is chosen the pop-up will present a calendar of available days and when a day is pressed, a list of available times.
The times available are decided based on:
- Tutor's Availability page
- Existing sessions in Oases
- Google calendar appointments (if linked)
- Unprocessed Session Requests
- Max of 30 days into the future.
12. The start times for session requests are as set in your storefront. Go to Setup > Marketplace > Configuration > Storefront > Slot Duration > Make Selection.
13. The customer chooses a date and time and a final confirmation pop-up allows them to add any notes about location or session type, subject etc.
14. When confirmed the session is added to the customer's calendar and is also visible by the office and visible to the tutor's calendar, if your settings are to send requests to tutor. If your settings are that Admins (the office) processes session requests the time will be shaded out on the tutor view of their calendar.
The new session request will be pale blue with a black outline until it is confirmed, change proposed or deleted.
Email Notification
15. The request with details of the session is sent per your settings:
- To the tutor selected if your settings are to send requests to the tutor, with a copy sent to the office marked as COPY.
- To the office if your settings are to send requests to the office. Using the email address on the May Account page.
16. You may wish to create a rule for the receiving email account to display emails with the subject: Session Request Alert, in the main inbox or forward them to your scheduling department to prevent missing items.
Process the Request by Office
Tutors should see tutorial TC15. Processing a Customer Session Request on how to process the request from TutorPlace.
17. All requested sessions may be viewed and managed from the central calendar. Press Filter and in the Select Type menu, select Session Requests. Checking the calendar may be done by an Admin user, or a Coordinator or Lead Teacher with the same location permissions as the student.
18. When filtered any unconfirmed sessions will display. New requests will be pale blue. Requests that have a change proposed by the company will be lilac. When a customer responds to a proposed change the lilac session will have stripes.
19. Press on the session request to see details.
20. Press on Actions to see the options:
- Press Make Session to confirm the request and make the session - Add location & session type - Email confirmation sent.
- Press Delete Request if the session will not be confirmed - Email confirmation sent.
- Press Propose New Date/Time - Email sent to advise customer to confirm or deny.
21. If you wish to propose a new time select the proposed date and time and add any notes for your customer.
22. Press Send Message and your customer will be informed.
23. The session will move to the new date/time and change to lilac in your calendar and the customer's calendar to indicate a proposed change has been made.
24. The customer is notified and when they press on the session request they can respond as follows.
25. When the customer responds you will be notified and the session in the calendar will have stripes.
26. Press on the session for information from the parent and process as required.
FQ04. Color Protocols in Oases
27. Select the location and session type. The requested tutor will then auto-fill as long as they have permissions for the location chosen.
Process Requests by Tutor for Credit Only
28. If in point 3 you have set the session requests to be processed by tutors you can set a filter so that only the session types with pre-purchased credit will be available for selection.
Go to: Setup > Company > Config Settings > Sessions > Tutor New Session Type Filter > Adjust to Filter to Positive Time Left > Apply Changes.
Notification Templates
29. In the Template area of set up you will find templates for the notifications.
Go to: Setup > Other > Template Setup > Select Generic templates > then Search on the word request.
30. There are 5 templates that can be sent during the session request process. You can update these with additional information taking care not to remove the #REQUESTDATETIME# macro that will deliver the information nor the #REQUESTMESSAGE# from the change proposed template.
Customer Cancels Session Request
31. If a customer cancels a session request an email is sent and the session will have chevrons in the calendar.
32. If they press on the session request where they have cancelled the request the commands are removed.
33. This session now needs to be deleted. In the Central Calendar or Session List filter the calendar in the Type filter to Customer Cancellation Requests > Press Session > Actions > Delete.
Switch Off Session Requests
34. Switching off the ability for your customers to make a session request is a configurable item.
To turn this off in the main menu select: Setup > Company > Config Settings > Private > Parent Login Session Request > make required change.
Link To
SP04. Creating a Parent/Customer Login
FQ04. Color Protocols in Oases