Cortex Help Guide EMS-Cortex. Cortex 2010 (Version 9.0)

Transcription

1 Cortex Help Guide Cortex 2010 (Version 9.0)

2 2 Cortex Help Guide Table of Contents 7 Part I Introduction 1 Logging... on to the Cortex Control Panel 7 2 Resetting... Your Password 9 3 Navigating... around the Cortex Control Panel 9 4 Provisioning... Status Indicators 10 5 Types... of Customers 11 6 Types... of Users Part II System Configuration 1 Content... Management 12 Branding Managing Customer... Brands 13 Stylesheet... Management 16 Em ail Notifications Part III Customer Management 1 Create... a New Customer 27 2 Create... a Reseller Customer 32 3 Customer... Hierarchy Screen 34 4 Customer... Services Management 35 BlackBerry Add BlackBerry... to a Reseller 36 Add BlackBerry... to a Customer 36 BroadWorks Add BroadWorks... to a Reseller 37 Add BroadWorks... to a Customer 39 Citrix Add Citrix... to a Reseller 41 Add Citrix... to a Customer 43 CRM CRM Add CRM Service to a Reseller 44 Add CRM Service to a Customer 44 Limitations... and know n errors 45 CRM Add CRM Service to a Reseller 46 Add CRM Service to a Customer 46 DNS Hosting Add DNS Hosting... to a Customer 48 Exchange Add Exchange... to a Reseller 50 Add Exchange... to a Customer 51 Limitations... and know n errors 53

3 Contents 3 File Sharing Add File Sharing... to a Reseller 54 Add File Sharing... to a Customer 54 Mail Archving Add Mail Archiving... to a Reseller 56 Add Mail Archiving... to a Customer 56 Microsoft... SQL Server Hosting 58 Add SQL Hosting... to a Reseller 59 Configure... Resources 59 Add SQL Hosting... to a Customer 60 MySQL Add MySQL... to a Reseller 61 Configure... Resources 61 Add MySQL... to a Customer 62 Office Com... m unications Server Add OCS to... a Reseller 63 Add OCS to... a Customer 63 SharePoint Add a SharePoint... Instance to a Customer 65 Limitations... and Know n Errors 69 SharePoint Configure... Resources (SharePoint Farms & Feature Packs) 70 Add a SharePoint Instance to a Customer 71 User Sync Add User Sync... to a Customer 73 Troubleshooting... Customer issues w ith ADSync Tool 73 Virtual Machine Add Virtual... Machine to a Customer 75 Web Hosting Add Web Hosting... to a Reseller 77 Add Web Hosting... to a Customer 79 5 Customer... Search 82 Custom er... Filter 82 Advanced... Custom er Search 82 Sm art Custom... er Search 84 6 Customer... Functions 84 Disable / Enable De-Provision Delete Edit Custom... er 87 7 Customer... DNS Records 87 Enabling Custom... er Dom ains for DNS Tem plates 88 8 Trial... (Demo) Customer Accounts 88 Sales Force... Adm inistration 89 Add a Sales... Force 89 Add Users Demo Customers... Summary 92 Setup a Trial... Account via Dem ow eb 93 Part IV User Management 95 1 Create... a New User 96 2 User... Services Management 99

4 4 Cortex Help Guide Exchange Add Exchange... Service to a User 100 Advanced... Exchange Settings for a User 102 Exchange... User Summary 105 Send Window... s Mobile CAB file to your mobile phone 106 Outlook Dow... nload Profile 107 Outlook Functions Setting delegated... user permissions in Outlook 108 Configuring... to another user's mailbox in Outlook 110 Configuring... Outlook - "From Button" 112 BlackBerry Add BlackBerry... Service to a User 113 Provisioned... User's BlackBerry Details 114 BroadWorks Add BroadWorks... to a user 116 Citrix Add Citrix... Service to a User 117 CRM CRM Add CRM... 3 Service to a User 118 Disable CRM... 3 Service for a User 120 CRM Add CRM... 4 Service to a User 121 CRM4 Summary File Sharing Add File Sharing... Service to a User 123 Mail Archiving Add Mail... Archiving Service to a User 125 Microsoft... SQL Server 125 Add Microsoft... SQL Hosting Service to a User 125 SQL User... Summary 126 Office Com... m unications Server (OCS) 127 Add OCS... Service to a User 127 Reporting Cortex Default... Reports 128 View ing the... Reports 131 SharePoint Add SharePoint... Service to a User 132 Add SharePoint... Service to an External User 133 Accessing... the SharePoint Site 135 SQL Authenticated... Users - Change of Passw ord 135 SharePoint Add SharePoint to a User 136 Web Hosting Add Web... Hosting Service to a User User... Search 140 User Filter Advanced... User Search 140 Sm art User... Search User... Functions 143 Edit User Disable /... Enable 145 Im personate Delete

5 Contents 5 Copy User De-provision Provision Account Status Multiple... User Provisioning Bulk... User Import Configuration Locations... & Departments 156 Locations Departm ents User... Sync Function 159 User Sync... Dow nload 159 Change user's... status from AD Sync to Hosting 162 Part V OU Management Organizational... Structure User... Groups 164 Part VI Service Administration Features Exchange Public Folders Contacts Distribution... Groups 172 Mail Disclaim... ers 176 Resource... Mailboxes 178 Mailbox Export... & Im port 179 Send Window... Mobile CAB files to m ultiple users via SMS File... Sharing 182 File Sharing... Folder Manager 182 Security Group... Managem ent Citrix Provision... an application to m ultiple users 185 Create Custom... er Level Application Groups Web... Hosting 187 Security Group... Managem ent 187 IIS Site Manager Directory... Management 189 IIS Attributes... Management 190 Advanced... IIS Attributes 192 Sub-Domain... Management DNS Managem... ent of DNS Zones 194 Managem... ent of DNS Sub Zones Virtual... Machine 195 Managem... ent of Virtual Machines 195 Resource... Sum m ary 198 Netw orks MySQL

6 6 Cortex Help Guide MySQL Database... Managem ent 199 MySQL User... Managem ent 200

7 Introduction 1 7 Introduction This guide contains detailed instructions on how to configure hosted services within Cortex and how to set up customers and users with those services. It also provides helpful tips and information on how to navigate around the Cortex user interface and use the features that Cortex offers. 1.1 Logging on to the Cortex Control Panel Before you can log-on to the Cortex Administration Control Panel, you require the following details: The URL details to browse to the Log-on screen Confirmation of your User Name and Password How to login to Cortex 1. Browse to the URL site. 2. Enter your User Name and Password and select Login. Most often the user name that you will use will be your UPN. This is usually your primary address. The Password field is case-sensitive. Enabling the "Remember Me" property will ensure that your User Name is remembered when you next visit the site's Login Page using the the same computer. 3. Cortex allows a user to change their password at login. Select Change Password to display the password reset feature. 4. Enter a new password that meets the system's security requirements. Re-enter the new password to verify and select Login. The new password will be saved against the user's account. An AD-Sync user will not be able to change their password on the Control Panel. Their passwords are managed in the remote domain controller and the user should be prompted to use their company's change of password process.

8 8 Cortex Help Guide Cortex's Security Requirements for New Passwords For the security of all users, password policies exist within Cortex which govern the type of passwords that can be used. A new user password must conform to the following requirements: Must be a minimum of 8 characters long Must contain 3 of the following 4 character types: o o o o Lower Case (e.g. lower case) Upper Case (e.g. UPPER CASE) Numbers (e.g. 1, 2, 3) Symbols $,!) In addition to the above password requirements there is usually a requirement that your password cannot be too close to a password that you have already used. For example, in the past you may have a password like Passw0rd1 and every time you changed the password you would increase the number e.g. to Passw0rd2. While this made it easier to remember what your password was, it is also regarded as a high security risk. The system will verify your new password to ensure that it is not a password that you have used before. If a user name and/or password are entered incorrectly three times, the user account may become "locked out". When an account is locked out, the system will not allow the end-user to log-on even when entering the correct user name and password. The user account will unlock automatically after ten minutes at which point you can re-attempt to log-on. If a user has forgotten their password, they must contact their System Administrator who will be able to reset it for them. Password Expired For the majority of users, a password will be associated with an expiration date. When a user attempts to log onto Cortex, after the expiration date has passed, the system will navigate them to the Password screen where they are required to enter their old password and a new password. Password Management The user can change their password whilst logged onto the Control Panel. Select Password >> Change Password. The next time that the user logs on to the portal, the new password will take effect. Multiple Language Options On the Control Panel's Login screen, an additional field called "Language" may appear. The default language is normally configured to English (United States). To select a different language, expand the language drop down list and select the required language. Only languages that have been configured within the Control Panel will appear in the drop down list. The Control Panel will automatically remember the selected language the next time the user logs on using the the same computer.

9 Introduction Resetting Your Password The Control Panel will allow an end-user to reset their user password if it has been forgotten. The availability of this feature is dependent on how the system has been configured by your Service Provider. To reset a forgotten password, Cortex will request the end user provides correct answers to a series of user-defined questions before allowing the user to create a new password. The configuration of the specific user questions is completed via Password >> Manage Security Questions. Managing your security questions 1. Select Change Password >> Manage Security Questions. 2. Select a question from the drop down list or create your own question by selecting "- Type your own -". 3. Enter your answer to the question. Repeat until all questions and answers have been configured. 4. Select Update to confirm your answers. You will now be able to use the Forget Password? feature that is available on the Login screen. Resetting your password 1. Select "Forget Password?" on the Cortex Login screen. 2. Ensure that your username is entered and key in the five character Captcha value that Cortex displays on screen, Select "Validate". If the value is illegible, select the Refresh icon to display a new value. 3. Enter your answers to your pre-defined security questions and select "Validate". Cortex will validate your answers, if the answers are correct, you will be prompted to change your password. You are allowed several attempts at answering the questions. After a number of unsuccessful attempts, you must contact your User Administrator to reset your password. The number of attempts you are allowed is configured by your Service Provider. 4. Enter your new password. By default, the "Login After Changing Password" will be enabled and after selecting "Update" you will be navigated to the Control Panel's home page. 1.3 Navigating around the Cortex Control Panel The Cortex Control Panel is made up of different web pages that relate to specific functions and services. The availability of these pages are dependent on the end-user's security permissions and the services that have been provisioned to the user or customer. Icon Description Home: Navigates the user back to the Home Page Customers: Allows the user to complete customer management tasks including: New Customer; Edit Customer; View Customer Hierarchy; Organization Structure management Users: Allows the user to complete user management tasks including: New User; Edit User, Bulk User Import; Manage Locations & Departments

10 10 Cortex Help Guide Services: Allow Service Administrators to complete service related admin tasks including: Exchange - Manage distribution groups / contacts / public folders; Citrix Application Groups; Security Groups Reporting: All users to request and view available Reports. The availability of the reports will be dependent on the user's security permissions Configuration: Allow Administrators to configure specific system settings including: Branding & Content Management; Services, Web Services & Servers, User Security Permissions Help: This icon links to your Service Provider's Support Site. Password: Allows the user to change their password and save their answers for the Security Questions (forgot password) feature. Logout: Will close the user's Cortex session and navigate to the Cortex Logon page. 1.4 Provisioning Status Indicators The provisioning status Indicators allows users to monitor the progress of their individual provisioning requests. Some provisioning requests can take a considerable amount of time to change from one status to another due to: the complexity of the request the number of requests that the system is processing Status Descriptions: Status Description Not Provisioned Item has a) never been provisioned or b) has been de-provisioned. Queued Request submitted to the Provisioning Engine. Item has been queued for provisioning or deprovisioning. Provisioning In Progress The provisioning engine is working on the request. Provisioned Item successfully provisioned.

11 Introduction 11 Pending Changes The request requires further configuration before it can be provisioned. This status can appear when copying an existing user's services. Provisioning Failed An error occurred while processing the provisioning request. Select the item to view it's configuration properties and the provisioning error description. 1.5 Types of Customers Customer Descriptions: User Icon Description Reseller Customer A customer who can create sub customers and on-sell configured services to its sub customers. Standard Customer A standard customer Disabled Customer The customer and all of its users are disabled and will not be able to access their accounts. Trial (Demo) Customer A trial customer account has been set up for a defined period of time. The customer will be able to trial the services provisioned to them. The account will be de-provisioned and deleted after the expiry date and retention period have been met. 1.6 Types of Users Cortex supports different user security access levels. These security access levels are linked to different icons, allowing easy identification of a user's role when reviewing a list of users. User Descriptions: User Icon Description Enabled User Includes Standard User / Partial User Administrator / Partial Service Administrator. Customer Service Administrator Full Service Administrator. Customer User Administrator Full User Administrator. Customer User and Service Administrator These users have Full User and Full Service Administration security rights. When a new customer is created, the first user added to the customer will automatically inherit this role.

12 12 Cortex Help Guide Account Disabled The user role has been disabled and the user can no longer log onto the Control Panel or hosted services. The user's services remain provisioned to the user's account. Select Enable to re-enable the user account. Account Expired The user's system account has expired and the user can no longer log onto the Control Panel or hosted services. The user's services remain provisioned to the user's account. To re-enable the user, change or remove the user account's expiration date. Remote Active Directory / AD Sync User The user's details, including password, are saved and managed on an external Active Directory Forest. The user's password cannot be updated on the Cortex Control Panel. 2 System Configuration 2.1 Content Management This is the text and graphics that make up the Cortex user interface, display characteristics like font size, colours, positioning, borders, etc. This allows you to easily organize and control the front end content of Cortex as per your Customers requirements Branding The Cortex control panel has been enhanced in Release 7.3 to increase the usability of managing brands. Brands can now be managed by the Service Provider, Reseller and the end-customer. A customer's brand can be configured to: A specific URL (host header) The user's login name (i.e. the brand will become effective when the user logs into Cortex) or inherit the parent customer's brand settings To be able to access the Brand Management pages, the user must be attached to the Content Management Administrator security role. The first user that is automatically created when a new customer is provisioned, will be configured with the Content Management Administrator role. A customer will inherit all brands that have been saved in the higher hierarchy (by the Reseller / Service Provider). These are called System Brands. The customer can create it's own brands, these are called Customer Brands (these will become system brands for any sub customers that are created).

13 System Configuration 13 The difference between a System Brand and a Customer Brand is that a customer id is attached to each Customer Brand Managing Customer Brands The Brand Management tool consists of two tabs; "Brands" & "Customer Settings", that the Reseller & Customer can use to manage their brands. Click here to find out how to set up a customer with permissions to add a url brand. To access the Brand Management screens, select Operational Support from the Cortex Menu Bar and select "Brand Managment". There are two web pages available to support the configuration of individuals brands onto Cortex: Brands: Customer Brand: allows the user to create new and update existing brands allows the user to configure the branding for a specific customer The "Brands" web page

14 14 Cortex Help Guide This page displays the available system brands that can be applied to the customer and allows the administrator to create a new customer brand(s). The system brands are read only and can only be changed by the content administrator for the customer that is linked to the brand. To view where a Brand is being used, click on "In Use". Below the System Brands Table, a list of Customers and URL's that are attached to the Brand will appear. 1. To create a new Brand, select "New Brand". 2. Enter a Brand Code (a short reference code that is unique). 3. Enter a Brand Name. This can be more descriptive. 4. Browse and add the location for the defined css file that will be configured to the template. If no stylesheet is associated with a Brand then the default stylesheet will be used. 5. Browse and add the location for the Top Logo image that will be configured to the template. The Top Logo will appear as the banner image across the system pages. It must be in GIF format, with a maximum size of 592 x 52 pixels. Cortex will allow a template to be created without a top logo. When editing the template, a warning message will appear advising that the "Image not uploaded" 6. Add the textual content for the Title heading that will appear on the Login page (only effective if brand is configured to URL) 7. Add the textual content for the Login Page such as instructions on how to log-in onto the system (only effective if brand is configured to URL) 8. Add the textual content for the Home Page, this is the default page that appears after the user has logged onto the system. Information regarding latest news, system status and availability can be added here 9. Select "Save" to capture the changes. The Brand has now been created and will appear within the

15 System Configuration 15 Customer Brands table. The Brand Code has been updated with the customer's numeric id. Example: Brand Code "Brand May 2008" will appear as "Brand_May_200810" where 10 is the customer's numeric id The "Customer Brand" web page This page allows the Customer to define how the brand will be applied to the customer's users. This can also be set when adding a new customer to the control panel. There are three options available: URL (set as default setting) The brand applied to the customer will be dependent on URL that the user enters. When a brand is linked to a URL, both the Login Page and Home Page will be branded in the appropriate brand. Customers can be set up with additional permissions so that they can create their own URL and assign an appropriate brand. Click here to find out how to apply these additional permissions. Default The default setting inherits the branding settings that have been set higher up in the customer's hierarchy i.e) the customer will inherit its Reseller's branding. Example:

16 16 Cortex Help Guide Reseller A has been configured with a Custom Brand of "Brand Y". This means when any user of Reseller A logs onto the system, they will see "Brand Y's" top logo and style sheet. A sub customer of Reseller A, Customer B is configured with "Default" and will inherit Reseller A's permissions. Therefore all users of Customer B will see "Brand Y's" top log and style sheet when they log on the system. Custom The Custom option, determines the brand that the customer user's will view after they have logged onto the system. This setting will override any brand setting that has been configured to the URL. 1. Select the relevant option, if "Custom" is selected, choose the brand that will be displayed when the user is logged onto the interface. 2. Select "Update" to save the changes. This changes will take immediate effect Stylesheet Management The following section describes the process of creating a basic Cortex theme. Cortex uses stylesheets to control brands. All elements are defined in the top level Cortex.css. Using inheritance, a customized brand can be defined to override the elements in the base stylesheet. For example, if.pagetitle is defined in the top level Cortex.css as shown below, we could change the font colour from Green to Orange by updating the color attribute of the stylesheet element. Stylesheet Elements

17 System Configuration 01 Headings The main page headings..heading1,.heading2,.heading3,.heading3box,.pagetitle { color: Blue; } 02 Page Title The sub-heading under the main page heading..pagesubtitle { color: Navy; } 03 Rounded Sidebox The rounded sidebar boxes..boxalt-topleft,.boxalt-topright,.boxalt-bottomleft,.boxaltbottomright,.boxalt-inside { background-color: Orange; } 04 Banner 17

18 18 Cortex Help Guide The main image displaying the service provider's logo. The hightlighted text is the name of the brand. For example, if we upload a top logo image for brand "MyBrand" then the background image location should be "/CortexDotNet/pics/toplogoMyBrand.jpg" or.gif depending on the image format..top_banner { background-image:url('/cortexdotnet/pics/toplogogreen.jpg'); } 05 Menu Hover Specify the background and text colour when the user hovers over a menu item. A.MainMenuHover, A.MainMenuHover:link, A.MainMenuHover:active, A. MainMenuHover:hover, A.MainMenuHover:visited,.MainMenuHover { background-color: Green; color: White; } 06 Menu Item Specify the attributes for menu items..mainmenu,.mainmenuhover,.mainmenustyle { background-color: White; } 07 Page Background Cortex allows administratros to upload a background image for their site. The highlightest text is hte name of the brand. In the sample, we have added a background colour to smooth out the gradient background image..pagebackground { background-image: url('/cortexdotnet/pics/bg_green.jpg'); background-color: Green; } 08 Logged in User The logged in user label indicates which user is currently logged into the system. A.loginlabel, A.loginlabel:link, A.loginlabel:active, A.loginlabel:hover, A.loginlabel:visited,.loginlabel {

19 System Configuration 19 color: White; } Expandable Table Elements 09 Row An information row in the expand table. td.rowa { background-color: #e9f6dd; } 10 Alternate Row An alternate row in the expand table. Make suble changes to the background colour for the best effect. td.rowaalt { background-color: #f4fdec; } 11 Expand Row The cell that will expand when a user click's on an information row. td.rowb, td.rowbe { background-color: #e9f6dd; } 12 Alt Expand Row The alternative cell that will expand when a user click's on an information row. td.rowbealt { background-color: #f4fdec; } 13 Highlight Row The current expanded cell after a user clicked on an information row. td.rowhe, td.rowhealt, td.rowhc, td.rowhcalt {

20 20 Cortex Help Guide background-color: #c9e9aa; } 14 Expand Frame The frame around the expanded information cell. td.frame { border:3px solid #abd285; } 15 Expand Table The header and footer of the expand table..tableheading2,.tableheading2tl,.tableheading2tr,.tableheading2bl,. tableheading2br,.tableheading2spacer { background-color: #57a055; color: White; } Notifications The Notification screen allows Service Providers, Resellers and customers to set up and configure templates that are triggered and sent out automatically when a specific event takes place on Cortex. For Example: A new customer is saved on Cortex. A provisioning request will be created and trigger the "New Customer Information Welcome " to be sent to the Customer's primary contact's address. Notification templates can be overridden throughout the customer hierarchy. If a template exists at a Reseller Level, this template will be sent to all of the Reseller's sub customers. If no templates exist, Cortex will send out the default template that is configured at the Service Provider level. The screen is accessed via the Main Cortex Menu Bar, by selecting Operational Support >> Notification.

21 System Configuration 21 Search Filter The Search Filter allows the end-user to filter the results in the notification table. By selecting a value one of the drop down lists will refresh the table and only display the templates that have the specified filter as one of its attributes. Event - This is the provisioning action that will trigger the to be sent, E.g.) User Provision; User Service Provision Recipient - This is target audience of the . There are four types of recipients: Service Provider / Reseller / Customer / User. Service - This option will list all templates that have been configured to the specific service. Customer Management The Customer Management sub menu allows the Service Provider and Reseller Administrators to manage notifications for themselves and their sub customers, Use the Customer Search feature to find a customer. The screen will be updated with notifications that have been configured to the specified customer. If no templates have been configured, the screen will be blank and the customer's users will be receiving templates that have been configured higher up in the customer hierarchy. Create a New Template 1. Under the sub menu "Create Messages" select the type(s) for the new Event - The Event is the trigger that will send the . The drop down list includes events such as Customer Provision, Customer Service Provision & User Provision. A new template must be attached to an event Recipient - The Recipient is the target audience for the .a new template must be attached to

22 22 Cortex Help Guide a recipient Service - This is an optional attribute and allows the Service Provider to create specific service s when provisioning a service to a customer/user. The content of the s can vary between the services that have been provisioned. 2. Select "New Message". The screen will refresh and the detailed Content iframe will be displayed. 3. To enable the template, check the Enabled box for "Status". 4. The frequency property determines how often the should be sent to the recipient for the same event. If the property is not checked for "Sent Once", every time the object (user) is re-provisioned, the template will be sent to the recipient. When "Sent Once" is checked, the will only be sent out on the first event trigger. 5. The Modification property allows the Service Provider to control whether it's sub customer's can update the content. This feature is not available until 8.2 release.

23 System Configuration The Recipients section allows the Service Provider to define who will be receiving the and where the will be sent from. For properties "To", "CC" and "BCC", there are five types of recipients that can be configured for the template. More than one recipient type can be configured for an template. Custom - The Custom type allows the Service Provider to add a customized address or a common pattern that uses key system properties. For example {UserExternal } will send the to the value that was specified in the user's External Address property. User - The User type will allow the Administrator to select a user name that is active within the Administrator's customer. For version 8.1, this will always be the users that are saved at the Root Customer level. Release 8.2 will allow Resellers to create and manage templates. Customer - This type allows the Service Provider to select a specific Customer's contact person. Enter the Customer Name and when "Add" is selected, the customer's contact person's details will be populated beside the Customer Name. Role - The Role type allows the Service Provider to add a role as a recipient. All of the customer's users that are attached to the selected role will receive the Reseller Role - This role type differs to the role type as the will be sent to the customer's reseller's role. For example, if the Service Provider 7. Enter a "From Address" The user of this address will be notified when s have failed to be sent to the recipients. 8. Enter a "From Display" name for the sender. This value does not need to equal the "From

24 24 Cortex Help Guide Address" value. 9. Select the "Language" from the drop down list that is required for the Insert a title in the "Subject" field. 11.Enable any attachments that are to attached to the . The listed attachments are added to the system via the Attachments screen. 12.Add the detailed content for the , using the rich text editor. Specific data values that are captured when a transaction is processed can be inserted into the template using {} brackets. Refer to the table below for common parameters that can be inserted into templates. 13.Select the relevant Message Type. 14.Select "Save" to save the changes to the template Common Template Parameters Parameter Description {CustomerLongName} Customer Full Name

25 System Configuration {CustomerShortName} {PrimaryDomain} {ServiceAccessLevels} {ServiceLabel} {ServicePackage} (MailBoxDiskLimit) {ServicePackage} (PublicFolderPostLimit} {ServicePackage} (SalesPrice) {ServicePackage} (StockCode) {ServiceProperties} (InboxLimit) {ServiceProperties}(OWA URL) {ServiceProperties}(OWA URL 2007) {ServiceProperties} (SalesPrice) {ServiceProperties} (StockCode) {User } (Userfullname} {Username} 3 25 Customer Code Primary Customer Domain Service Access Level System Name (This may differ to the Service Access Level's Display Name). Name of the Service Total Mail disk space allocated to the customer (KB) Total Public Folder disk space allocated to the customer (KB) Sales price for the service package Stock Code for the service package User's mailbox limit (KB) URL for logging onto Exchange 2003 OWA URL for logging onto Exchange 2007 OWA Sales price for the Service Access Level Stock Code for the Service Access Level User's address User Display Name User's SamAccount Name Customer Management Customers can be viewed using the Customer Management icon on the Cortex Menu Bar. This icon is available to Service Provider Administrators, Reseller Full Administrators and Reseller Partial Administrators. The Reseller Partial Administrator will have limited access to some of the features.

26 26 Cortex Help Guide The Service Provider and Reseller Customers can complete several customer-related functions from this icon including: Create a new Customer View all customers via i) a customer table ii) a customer hierarchy structure Edit a Customer's properties Export all customer information to a Microsoft Excel spreadsheet Disable a Customer and it's users De-provision and delete a Customer from the system

27 Customer Management Create a New Customer 1. Select the "Customer Management" icon from the Cortex Menu Bar and menu option "New Customer". Alternatively, select "New Customer" from the Customers web page. 2. Under the sub-heading "Customer Details", if more than one Location has been configured to Cortex, the property "Location" will appear. Select the required location that the customer will be attached to. The customer's location cannot be changed after it has been saved. 3. Add the Customer's Full Name. The user interface will auto generate a customer short code. This code can be manually overridden before the customer is saved. 4. Add a Contact Name for the customer. 5. Add the Contact's Address. 6. Select "Additional Options" to enter non-mandatory customer properties;

28 28 Cortex Help Guide "Address" - Enter the Customer's address. "Phone Number" - Enter the Customer's Phone Number. "Fax Number" - Enter the Customer's Fax Number. "Billing Identifier" - Enter a unique identifier for the customer that can be used to link back to a billing system. "Prepay Customer" - The property determines the payment method that will be applied to the customer. A Pre-pay customer is typically a customer who will sign up to a service via a web shop and pay up front for the services that they will be using in the following month. A Post-pay customer will be charged at the end of a defined period for the actual usage that they have utilized. A Pre-pay customer's payment method can be changed to post-pay. However a Post-pay customer cannot be changed to Pre-pay. "Language" - If multiple languages have been configured on Cortex, the language field will appear and the customer can be configured to a specific language. All new users will be associated with the configured language, for example: if a template has been configured to the selected language, the end user will receive this version of the template and not the default template. "Minimum Password Length" - For each individual Customer the minimum password length can be defined. The property will be automatically populated with the Active Directory's Group Security Policy setting. The property can be updated as long as the amended value is greater than than the default Active Directory value. "Password Banner Display Days" - This is used to determine the point at which a reminder will be displayed to a User that their password is due to expire. The Password Banner will be displayed on the user's Home Page.

29 Customer Management 29 "Customer OU" - Select the Customer Organization Unit that the new Customer and all of its properties will be saved under in the Active Directory. 7. Under the sub heading "Domains", add the Customer's domain. 8. Optional, click on the Advanced Properties drop down arrow, to change the miscellaneous, nonmandatory settings for the customer: "Change Password at next logon" - If enabled all of the customer's users will be prompted to create a new password when logging onto Cortex for the first time. "Header Display Name" - This property determines whether or not the full Customer Name or the abbreviated Customer Name is displayed in the header (top right hand corner)of the Cortex page when the user is logged onto Cortex. "Allow passwords to Never Expire" - If enabled, the Customer's User Administrator will have the ability to set user password to never expire. "Organizational Structure" - If selected, Department or/and Location organizational nits (OU's) will be created under the User Structure OU. Users will be grouped under these OU's depending on their individual department and location settings. "Brand" - This property configures the brand that the customer's users will view whilst accessing the control panel. There are three options available: URL (set as the default setting) The brand applied to the customer will be dependent on URL that the user enters. When a brand is linked to a URL, both the Login Page and Home Page will be branded in the appropriate brand. Default The default setting inherits the branding settings that have been set higher up in the customer's hierarchy i.e) the customer will inherit its Reseller's branding. Example: Reseller A has been configured with a Custom Brand of "Brand Y". This means when any user of Reseller A logs onto the system, they will see "Brand Y's" top logo and style sheet. A sub customer of Reseller A, Customer B is configured with "Default" and will inherit Reseller A's permissions. Therefore all users of Customer B will see "Brand Y's" top log and style sheet when they log on the system. Custom The Custom option, determines the brand that the customer user's will view after they have logged onto the system. This setting will override any brand setting that has been configured to the URL.

30 30 Cortex Help Guide "Demo Customer" - If yes is selected, the system will regard this customer as a trial customer account and an expiry date for the account must be specified. By default the system will set the trial period for one calendar month. When that date is met, the Control Panel will automatically de-provision the customer. The customer will be deleted from the system after the retention period has exceeded. Different notifications can be sent to these trial customer accounts. "Restricted Roles" - Security roles can be restricted at customer level. Restricting a role will prevent the role from being assigned to any user that is attached to the customer. "Allowed Roles" - Security roles can be applied to specific customers. Enabling a role will allow a Customer User Administrator to assign the role to one of their users. This property can also be applied to Resellers, if a role is enabled, the Reseller can add this role to its sub-customers. 9. Select "Provision" to save the customer on Cortex. The user interface will navigate to the New User Wizard so that first administrator can be entered on to the system. Note: The User Details section may differ to the example in the Help User Guide. This is due to the configurations that have been set at Service Provider level on how a user-id is generated.

31 Customer Management Add the user's UPN, inputting the user name and selecting a domain from the drop down list. 11.Cortex will auto populated the "Username". The value can be manually overridden before the user is saved to the customer. 12.The "First Names" and "Last Name" properties will be populated with the Contact Person's details that were inputted on the Customer page. These values can be overwritten. The "Display Name" will be automatically populated with these values and can be manually overridden. 13.Select "Additional User Properties" to add non mandatory user information. The property "External " will be populated with the Contact Person's address that was inputted on the Customer page. 14.Enter a Password and re-enter the password again to verify. 15.Optional, expand the "Account Settings" section to configure the user account settings.

32 32 Cortex Help Guide 16.Under "Advanced Options", all available security roles will be enabled as this user is the customer's first Administrator. 17.Optional, expand " Addresses" section to add an address for the user. If no address is added, Cortex will add the UPN as a default. 18.Select "Provision" to save the user to the customer. The user interface will navigate the end user to the Customer Services screen where the specific services can be configured to the customer. Please refer to the Customer Services Management Section for configuration of customer services. 3.2 Create a Reseller Customer Any customer can be amended to Reseller Customer status, by adding the Reseller Service to the customer's existing services. The Reseller Customer must have the Reseller service provisioned to it before it can create and manage it's own sub-customers. The Reseller Service defines what services the Reseller Customer can sell to its sub customers, whether the customer can manage its own url. Cortex allows services to be configured differently for each Reseller. This flexibility allows you to retain as much control over a Reseller as you wish. You can also control which resources a Reseller can use and limit how much resource they are allowed to sell. Reseller settings are configured when provisioning the Reseller Service to a Customer. Each individual Service can be expanded and modified for the Reseller at this point. The following items can be configured for each Service: Service Name: Rename the Service; e.g. Hosted Exchange could be changed to Advanced . Service Access Levels: User Level templates for the Service. Enabled or disable for an individual Reseller. Rename the Service Access Level. Override settings associated with the Service Access Level. Packages: Service Templates that are used to define Service Settings. Rename the Service Access Level. Override settings associated with the Service Access Level. Resource Limit: Set Any resources associated with a Service, for example Disk Space. Service Settings: Any specific parameters associated with a Service, for example the name. Add the Reseller Service to a Customer 1. Select the Customer Management icon from the Cortex Menu Bar and select "Current Customers".

33 Customer Management Select the newly created Reseller Customer. 3. Select Services. 4. Select the "Reseller" service to expand the service' properties. If Cortex is installed with multiple locations, a reseller service will appear for each location. A Reseller Customer can be configured to multiple reseller services. 5. Enable the services that the Reseller Customer will be able to sell to it's sub customers. 6. Optional, select Advanced Settings and Service Settings to configure whether the sub-customers will have the ability to configure a brand to their own system generated url. 7. Select Provision to save the reseller service to the Reseller Customer. Add the Reseller Administrator security role to a user Once the Reseller service is provisioned to the customer, the list of available security roles will be updated with "Reseller Full Administrator" and "Reseller Partial Administrator". One of the reseller customer's users must be assigned with the Reseller Full Administrator role before a sub-customer can be created. 1. Select the User Management icon from the Cortex Menu Bar and select "Users". 2. Select the user that is to be updated with reseller permissions. 3. Select "Edit User". 4. Expand the Account Settings and select Advanced Options. 5. Enable the security role "Reseller - Reseller Full Administrator".

34 34 Cortex Help Guide 6. Select "Provision" to save the changes. 7. The user can now create and manage sub-customers. 3.3 Customer Hierarchy Screen The Customer Hierarchy screen allows you to view all of your customers. The screen has been enhanced so that you can navigate directly to the customer itself, one of its services or users. The provisioning status of each of the customer's objects is now displayed on the customer hierarchy screen. A Reseller customer who has sub customers provisioned to it will be displayed in bold font and highlighted with yellow shading on the screen (this formatting can be changed by updating the Cortex stylesheet). Expand the Reseller customer to view its sub customers.

35 Customer Management Customer Services Management There are two types of customer services that can be provisioned to a customer: A standard service - where once provisioned the customer can provision their users to the service. The only exception would be if the service has been configured as a customer only service. If this was the case, the service would not be displayed on the User Services screen (e.g. DNS service) Multiple instances of a service - These services are marked with a yellow star on the Customer Services screen. These services allow the customer to have multiple instances of the same service (applies to web hosting, SharePoint and SQL hosting). Once an instance is provisioned, the customer can provision their users to that service instance. Instance Names For services that have multiple instances, the instance s name is defined by: If Instance Name property is populated but no instance description has been added. The instance name that is displayed on the Customer Services table will equal the Name specified. This value cannot contain spaces or special characters. If the Instance Name and Description are both populated, the instance name displayed on the Customer Services table will be the description. The description property allows spaces and special characters. For SharePoint, if the description is not present, the SharePoint s url will appear on the Customer Services Table. When a description has been entered, the description will be displayed.

36 Cortex Help Guide BlackBerry The Cortex Control Panel offers a BlackBerry service that simplifies the BlackBerry user management processes. To ensure that BlackBerry works successfully, the customer and user must be provisioned with the Hosted Exchange service before they are provisioned with the BlackBerry service. Key Features of BlackBerry Service: All of BlackBerry's standard management tasks can be performed within the Cortex Control Panel. BlackBerry user provisioning can be delegated to the end-customer. The BlackBerry service is compatible with Exchange 2003 and Exchange Add BlackBerry to a Reseller 1. Select the Customer Management icon from the Cortex Menu Bar and select "Customers". 2. Select the relevant Reseller Customer to view the customer functions and select "Services". 3. Select Reseller Service. 4. Enable the BlackBerry service and select BlackBerry service name to configure the details service properties. 5. Select the Service Access Levels that the Reseller can sell to it's sub customers. A BlackBerry Service Access Levels determines which BlackBerry server will be used to store the user s BlackBerry account. Cortex allows a user limit to be set against each service access level that the Reseller can sell. To add a limit for maximum number of users, select the required Service Access Level and add a value. 6. Select Apply Changes to save the changes to the Service Access Level. 7. Select Apply Changes to save configurations that have been made to the BlackBerry service. 8. Select Provision. The Reseller Customer is now able to provision BlackBerry to its sub-customers Add BlackBerry to a Customer The customer must be provisioned with the Hosted Exchange service before the BlackBerry service can be configured and saved for the customer. 1. Select the Customer Management icon on the Cortex Menu Bar and select Customer Services. 2. Use the Customer Search function to display the available services for the impacted customer. 3. Select the BlackBerry service. If Hosted Exchange is not already provisioned to the customer, an error message will appear - The prerequisite service(s) must be provisioned

37 Customer Management Enable the Service Access Levels that the customer can use to provision BlackBerry to its users. The service access level will determine which BlackBerry server will be used to store the user s account. A limit on the number of users assigned to a Service Access Level can be defined. To set the limit, select a Service Access Level, add the maximum number of users that can be provisioned to this access level. Select Apply Changes to save the changes made to the Service Access Level. 5. Specify, if required, the maximum number of users that can have access to BlackBerry service and whether the BlackBerry service is chargeable. All chargeable services will appear on the Customer Billing Reports. 6. Select Provision. The Customer will now be provisioned with the BlackBerry service BroadWorks BroadWorks provisioning functionality supported in Cortex includes the ability to: Associate Cortex Customers with BroadWorks Groups Provision New Users Provision Existing Users (and change passwords) Provision Default Services and Service Packs to Users Deprovision Users (delete the User and assigned Services and Service Packs) Add BroadWorks to a Reseller Before a Reseller customer can sell BroadWorks to its sub customer, it needs to be configured to a BroadWorks Service Provider account by your Service Provider. If the reseller is not configured to an account, the Unable to load the authorized BroadWorks services error will appear.

38 38 Cortex Help Guide 1. Select the Reseller service on the Customer Services screen and enable the BroadWorks service. 2. Click on the Broadworks to configure the settings for the reseller. 3. Select Service Settings 4. Open up the Service Access Level, the services and service packs that have been configured on Broadworks for the Reseller to sell will appear under Authorized Services. The resource limits for each feature are displayed: Limit: The limit imposed on the number of users that can be configured to the feature in the reseller s hierarchy Allowed (Service Packs only): The maximum number of users that can be configured to the feature Usage (Service Packs only): the number of customers that have been assigned this feature for provisioning to their end-users Allocated (Services): The number of user accounts that have been authorised to the reseller's customer. Packs (Services): The number of user accounts that have been assigned to a Service Group for provisioning Select the features that by default will be provisioned to the all customer's users, if the feature has been authorized for the customer's BroadWorks group 5. Enable the Default Access level if you want this access level to be selected as the default when the user services screen appears. 6. Select Apply Changes to save the configurations to the service access level. 7. Select Apply Changes again to save the service configurations and provision the reseller service to the

39 Customer Management 39 reseller customer. The reseller can now assign customers to BroadWorks Groups Add BroadWorks to a Customer The customer should be assigned to a pre-defined BroadWorks Group that has been created in the BroadWorks Portal. The Broadworks Group should already been configured with its resource services (service packs and services) where the Broadworks Service Provider has authorized the services that are to be applied to the Group and set limits on each feature (the maximum number of users that can have this feature). 1. Select the BroadWorks service on the Customer Services screen. 2. Select one of the p BroadWorks Group that is to be associated to the customer account. Once a Group has been assigned to a customer, it cannot be assigned to another one. 3. Select "Advanced Settings" to define which BroadWorks will be provisioned by default when the user is provisioned with the service. The BroadWorks features are configurable in the service access levels. 4. Select the Service Access Level Name to display its properties. The property "Authorized Services" will display all features that have been authorized for the selected BroadWorks Group. The feature's limits are also displayed: Limit: The maximum number of users that can be allocated to the feature Allowed:The total number of user accounts for the specific feature that the Reseller can sell to it's sub customers. Usage: Actual number of users that have been assigned to the feature Enable the property to override the settings that have been inherited from the Reseller's configuration. Services and service packs that are selected will be assigned to all of the customer's users during provisioning. The Customer Administrator will have access to this property and will be able to enable/disable the features on an individual user basis.

40 40 Cortex Help Guide If a Limit has been met for a feature, any further users assigned to the service access level will provision successfully but will be assigned to the fully allocated feature in BroadWorks. 5. Select "Apply Changes" to save the changes to the Authorized Services property. 6. Optional, set the the maximum number of users that can be provisioned to the service via the portal and the billing status of this customer service. 7. Select Provision Citrix Cortex eases the administration associated with operating a Hosted Citrix environment. The Cortex Citrix Service is designed primarily to allow Service Providers to delegate the end-user administration of Citrix Applications to their Customers. Key benefits include: Enables Application Group based delivery; publishing new applications is as simple as adding the applications to appropriate applications groups and assigning them to Customers and Users. Flexibility to select pre-defined configured Security Account Groups or create new security account groups for application publishing. Supports Public and Private Applications, Application Groups and Resources. Setting of Applications, Application Groups, Resources to a default setting when provisioning Citrix to a Customer and Users. - Ability to add and manage Resources to a Citrix Farm such as; User Profile and Home Drives. Shared Drives Allow Users to share information with other Users within their Customer. Printers. Program files which are configured to run applications. Citrix Applications: They can be assigned default Citrix Applications for Customer and Users. Resources: User Profile and Home Drives. Shared Drives Allow Users to share information with other Users within their Customer. Printers. Program files which are configured to run applications. Application Groups: Here we can manage different application access to different group of Customers and there Users. Configure Active Directory User Properties Cortex automates the process of enabling a user to access terminal server resources.

41 Customer Management 41 Manage Citrix Delivered Applications Cortex allows access to Citrix applications to be easily controlled through the standard Cortex Control Panel. Key functions: Function Description Assign applications to Customer Define which Citrix applications a Customer can use. Assign Resources to one or more Customers Resource groups can be created and assigned to and Resellers Customers for them to use Add Citrix to a Reseller Note: The Citrix Applications, Application Groups and Resources must be configured and enabled within Cortex by the Service Provider before they can be provisioned to a customer to resell. How to Provision Citrix Service to a Reseller 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Reseller Customer using the Customer Search function. 3. Select the Reseller Service. 4. Enable the Citrix service and select the Citrix service name to configure what applications, resources and groups that the Reseller can provision to it s sub customers.

42 42 Cortex Help Guide 5. If more than one Server Collection has been configured to Cortex, select the Server Collection that you want to provision to the Reseller to sell from the drop down list. More than one Server Collection can be added to a Reseller. 6. Enable or disable the applications, resources and application groups as required. Repeat this step for all server collections that the Reseller customer will be able to provision. 7. Leave Service Access Level "Full" enabled. This is the only service access level that is configured to the Citrix service. 8. Select Apply Changes to save the service settings. 9. Select Provision. The reseller can now sell the Citrix service to its sub customers.

43 Customer Management Add Citrix to a Customer Note: The Citrix Applications, Application Groups and Resources must be configured and enabled within Cortex and provisioned to the Reseller Customer before they can be provisioned to a Customer. How to Provision Citrix Service to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function. 3. Select the Citrix service to configure the applications, resources and applications groups to the customer. 4. If the reseller customer is configured to provision multiple Server Collections, a Server Collection drop down list will appear. Select the Server Collection that the customer will be configured to. The screen will refresh, displaying the available objects. A customer can only be provisioned to one Server Collection at a time. 5. Enable the Applications Groups, Applications and Resources that you want to assign to the Customer. Objects that have been configured as Default will be automatically selected.

44 44 Cortex Help Guide The Access and Default settings and Full Description can be viewed when selecting the object s expand icon. 6. Select Provision. The customer will now be configured with the selected applications, resources and groups CRM CRM 3.0 Cortex supports CRM by adding and managing user profiles onto the system, including preserving an audit trail and historical information on CRM users. Each CRM server has a defined number of user licenses. When all of the licences have been used, no additional users can be enabled. Disabling a user will free up a license Add CRM 3.0 Service to a Reseller 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Reseller Customer using the Customer Search function. 3. Select the Reseller service. 4. Enable the CRM and select the CRM service name to configure the detailed service properties such as the CRM servers that the reseller can provision to it s sub-customers. 5. Select Service Settings 6. Enable the property "CRM Servers" and select the CRM servers that the Reseller can provision. 7. Select Apply Changes to save the changes to the service settings. 8. Ensure Service Access Level "Full" is selected. This is the only service access level that is applicable to the CRM service. 9. Select Provision. The Reseller Customer is now able to provision CRM to its sub-customers Add CRM 3.0 Service to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Reseller Customer using the Customer Search function. 3. Select the CRM service to configure the customer s service settings.

45 Customer Management Select the server that will host the customer's CRM system. This is the front-end server. This server will have been configured to a back-end SQL database during installation. The server cannot be changed after a customer is provisioned with CRM. This ensures that the customer's users are not provisioned across multiple CRM servers and consume unnecessary CRM user licences. To change the server, the customer must be de-provisioned from the CRM service. It is recommended that one customer is provisioned to one CRM server as CRM Version 3.0 does not offer complete isolation between multiple customers in a hosting environment. 5. If required, select Advanced Settings to specify the maximum number of users that can have access to CRM and whether the CRM service is chargeable and will appear on the Customer Billing Reports. Note: The maximum number of users field is not linked to CRM Licence Manager and the following error message will appear, if all CRM licences have been used when adding a new user: "Failed to Create / Update User. The maximum number of user licences has been reached" 6. Select Provision. The Customer will now be provisioned with the CRM service Limitations and know n errors CRM Version 3.0 does not offer complete isolation between multiple customers in a hosting environment: As a result of the above issue, it is recommended that each customer must be provisioned to their own CRM server. When provisioning a customer to CRM on Cortex, no logic is enforced to stop multiple CRM customers being provisioned to the same CRM server. Sharing a CRM server between customers is ideal for corporate situations where an organisation consists of multiple Cortex managed customers. A new business unit can be created manually on the CRM server for each customer to provide user clustering.

46 Cortex Help Guide CRM 4.0 Microsoft Dynamics CRM 4.0 continues to enhance the Customer Relationship Management experience. This product provides a tool which allows the customer to manage their customers in totality, from Marketing & Sales through to Customer Services. The main difference between CRM and MS Dynamics CRM 4.0, is CRM 4.0's ability to manage multi-tenant architecture where multi organizations can be hosted on one CRM server but each organization's data remains confidential and restricted to only their assigned users. This improves operational costs from a Service Provider's perspective. Other benefits that CRM 4.0 brings to the end user are: Improved user interface Data connections with MS Excel allowing users to analysis and evaluate the data using familiar excel tools Reports and work-flows can be created with minimum IT knowledge Add CRM 4.0 Service to a Reseller 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Reseller Customer using the Customer Search function. 3. Select the Reseller service. 4. Enable the Customer Relationship Management 4 service and select the service name to configure the detailed service settings. 5. Enable the relevant packages that the Reseller Customer can sell. The service packages will determine what CRM 4 servers the Reseller can provision it s sub customers to. The packages will inherit configurations from Top & Active Directory Services. Click on the package to overwrite a property at Reseller level (this change will be effective for all of the Reseller s sub customers' instances). 6. Select Apply Changes to save the changes for the package. 7. Ensure Service Access Level "Full" is selected. This is the only service access level that is applicable for CRM Select Provision. The Reseller Customer is now able to provision the CRM 4.0 to its sub-customers Add CRM 4.0 Service to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function. 3. Select the "Customer Relationship Management 4" service and enter an Instance Name. The Description field is optional. Select Create.

47 Customer Management Select the service package that is to be provisioned to the customer. The CRM 4.0 service package will determine what CRM 4.0 server the customer s database is saved on and how Cortex will set up the database. The type of package will determine what further service properties will need configuring (the user screen will be updated automatically) before provisioning the CRM 4.0 service to the customer. 5. If the package selected is configured by the Service Provider with the property "Create Organizations" enabled (recommended configuration), complete the following service configurations: Select the server that will host the customer's CRM 4.0 system. This is the front-end server. The backend SQL server is configured within the package properties. Select the required SQL Collation. Select the required Currency Code (the base currency for the organization's installation). After the currency has been set it cannot be changed. Once the Currency Code is selected, Cortex will update the Currency Name and Symbol fields. When the service is provisioned, Cortex will create a CRM organization for the customer on the CRM server. The organization's Name will be {CustomerLongName} {InstanceName} The URL for logging onto the CRM 4.0 database will consist of {CustomerShortName}{InstanceName}

48 48 Cortex Help Guide 6. If the package selected is configured by the Service Provider with the property "Create Organizations" not enabled, complete the following service configurations: Select the server that will host the customer's CRM 4.0 system. This is the front-end server. This server will have been configured to a back-end SQL database during installation. The server cannot be changed after a customer is provisioned with CRM 4.0. To change the server, the customer must be de-provisioned from CRM 4.0. Select the organization for the customer. The organization cannot be changed after the customer is provisioned to it. The feature "Organizations" allows the multi tenancy of customer databases on one server. To maintain data integrity it is recommended to assign one customer to each organization. If multiple customers are provisioned to the same organization, their data will be shared across the two customers. The Control Panel will advise the end-user if the selected organization has been provisioned to another customer's instance with a warning message appearing below the Organization drop down list: [Number] other instance(s) are provisioned to the organization. 7. Select Advanced Settings to specify, if required, the maximum number of users that can have access to CRM 4.0 and whether the CRM 4.0 service is chargeable and will appear on the Customer Billing Reports 8. Select Provision. The Customer will now be provisioned with the CRM 4.0 service DNS Hosting Add DNS Hosting to a Customer The objective of the DNS service is to create DNS zones for the customer. Multiple DNS zones can be set up per customer. The DNS service is a customer level service only, this means no users can be provisioned to it and the service will not appear on the User Services screen. 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function.

49 Customer Management Select the "DNS" service, the "Manage customer DNS zones" iframe will appear. 4. The Control Panel will automatically display the customer's existing domains under sub-heading "Available Domains". 5. To add a new domain to the customer, enter a domain under sub-heading "Add Domain" and select "Add Domain". The domain will transfer to the "DNS Zones" table. The domain will be added to the customer and will appear in the customer's Domains Management section under Edit Customer. 6. If an existing customer domain is to be set up as a DNS zone, go to the "Available Domains" table and select the relevant domain by checking the check box. Select "Add Zone". The domain will transfer to the "DNS Zones" table. 7. Select Provision to create the DNS zones on the DNS server. The customer's Service Administrator will now have access to manage the DNS zone's records via the DNS Management screen. Full Reseller Administrators have access to manage the DNS records for all of their sub-customer's zones Exchange Cortex offers a Exchange Service that delivers Microsoft Exchange to multiple customers with minimal set-up and administration overheads. The Exchange Service enables Cortex to manage BlackBerry provisioning. Cortex supports Microsoft Exchange 2003, 2007 and 2010*.

50 50 Cortex Help Guide Note: Please see the Cortex blog for full details on Cortex's support for Microsoft Exchange 2010 at the following location: Key Features of Hosted Exchange Services: Provisioning of customer wide Exchange Objects: Address Lists Global Address Lists (GAL) Offline Address Book (OAB) Public Folders Recipient Policy (Exchange 2003 only) Exchange Mail Disclaimer (Exchange 2007, 2010 only) Exchange Resources (Meeting Rooms) Mailboxes Provisioning of user specific Exchange Objects: Exchange Mailbox Exchange specific User attributes - aliases / forwarding address / Send As Anti-Spam features Simplified User Log-on: Automated generation of Outlook PRF configuration file Single sign-on tool for Outlook Users connecting via RPC over Https Customer Exchange Administrative Tools: Global Contacts Management Management of Distribution Mailing Groups Management of Exchange Public Folders Management of Mail Disclaimers Management of Resource Mailboxes Resource Management: User mailbox limits Customer disk allocation limits Public Folder Usage limits Exchange Usage Reports Add Exchange to a Reseller 1. Select the Customer Management icon from the Cortex Menu Bar and select "Customers". 2. Select the relevant Reseller Customer to view the customer functions and select "Services". 3. Select Reseller Service. 4. Enable the Hosted Exchange service and select Hosted Exchange service name to configure the details service properties. 5. Enable the Service Access Levels that the Reseller can sell. Update Service Access Level properties where required.

51 Customer Management 51 Property Description Change Label If selected, the current SAL label can be amended and changes will be visible to all sub-customers of the Reseller. The maximum number of sub-customers' users that can be provisioned with the Service Access Level. User Limit 6. Enable the Service Package templates that the Reseller can sell. 7. Select "Apply Changes". 8. If required, enter maximum mailbox and public folder storage limits for the Reseller Customer. Once these limits have been reached, the Reseller is unable to provision Exchange to new customers. 8. Select "Apply Changes". 9. Select "Save". The Reseller Customer is now able to provision Exchange to its sub-customers Add Exchange to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select Customer Services. 2. Use the Customer Search function to display the available services for the impacted customer. 3. Select the Hosted Exchange service. 4. Select the required package from the package template drop down list. The package template determines whether public folders are enabled and the disk space available for the customer's mailboxes. When a package is selected, the sub sections "Public Folders" and "Resource Configuration" are populated with the default template settings. 5. Select the domain type for the customer. The domain type is used for inbound routing. By default, the domains will be pre-populated with Authoritative enabled when Exchange is first provisioned to a customer. Additional domains that are added to the Customer after the Exchange service has been provisioned will default to External Relay until the Customer Administrator amends the type and re-provisions the Exchange Service. For Exchange 2003 customers, selecting either Internal Relay or External Relay will set the domain as Non-authoritative.

52 52 Cortex Help Guide 6. Select "Force customer wide primary address" if all users's addresses are to be controlled by a Company pattern. Select at least one pattern from the available list and indicate if the address is the primary address. If selected, any manual configured addresses for users will be overridden. Select "Manage individual user primary address" if users are to have different patterns/ formats within a customer. Customer Address patterns can be changed after Exchange is provisioned to a Customer. The amended patterns will automatically update the aliases for all customer users that have been provisioned with Exchange. 6. If Exchange 2007 is configured on the Active Directory Location, the Exchange 2007 Customer option will appear. If Exchange 2007 is the only server on the location, the option will be selected by default and read only. If both Exchange 2003 & 2007 exists on the same location, the option can be updated. Select the option if the Customer will be hosted on an Exchange 2007 environment. 7. If a Package Template was selected where Public Folders was enabled, the Public Folders section will be pre-populated with the default values that were set for the template. Uncheck "Auto select a public folder package" to override the default limits. Public folders can be created with an unlimited storage limit by leave the field blank. Maximum: this value displays the maximum Public Folder disk space available for the Reseller Customer to assign to it's sub customers. If selected, a root public folder will be created for the Customer. Exchange Service Administrators will become a Member of the folder's Owner permissions and all Exchange users will become a Member of the folder's Author permissions.

53 Customer Management 53 All Customer Exchange Service Administrators will have an additional Cortex Menu option "Public Folders" where they can add and manage sub-folders. 8. The Resource Configuration section will be pre-populated with the package template's default value. Uncheck "Auto select a package resource limits" to override the default value. The value will control the total allocation of mailbox space to individual users. If a new user's mailbox space exceeds the Customer's limit, an error will appear in Cortex. Maximum: this value displays the maximum Mailbox Storage disk space available for the Reseller Customer to assign to it's sub customers. 9. Select "Advanced Settings" to configure the Service Access Levels for the Customer. 10.Ensure all Service Access Levels that are to be available for the Customer to provision to its users are checked. Select the Service Access Level to configure: Description of the Service Access Level. Maximum number of users to be assigned to the Service Access Level. 11.Specify, if required the maximum number of users that can have access to Exchange and whether the Exchange service is chargeable and will appear on the Customer Billing Reports. 12.Select "Provision". The Customer will now be provisioned with Exchange Limitations and known errors Provisioning Error appears when adding Exchange to a Customer: "Server was unable to process request. ---> Unable to create the Exchange COM object. Ensure that the Cortex Exchange COM+ object is installed and configured correctly. ---> Insufficient memory to continue the execution of the program." Exchange Server is out of memory and additional memory needs to be installed on the server.

54 Cortex Help Guide File Sharing The Cortex File Sharing Service allows customers to have permission to manage a file system directory on a File Server managed by a service provider. Key features: Provisioning of a file share to an individual customer Customer administrators can control who has access to folders and sub-folders through the Cortex interface Allows use of other Cortex security groups for controlling access to folders. Cortex handles the provisioning and management of the file share, it does not provide a mechanism for the customer to access the file share. Often this service is used in conjunction with the Cortex Citrix service Add File Sharing to a Reseller 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Reseller Customer using the Customer Search function. 3. Select the Reseller Service. 4. Enable the File Sharing service and select the service name to configure the detailed service settings. 5. Enable the Service Access Levels for File Sharing. The service access levels (Full; Read; List) determine what the end-user can do within the shared directory. 6. Enable the Package Templates that the Reseller can sell to it's sub customers. The package templates define the server that the shared directory will be saved to and the disk quota limits for all provisioned users. 7. If required, allocate a disk storage limit for the Reseller to sell. Once this limit has been reached the Reseller is unable to provision the File Sharing service to new customers. 8. Select Apply Changes to save the service settings. 9. Select Provision. The Reseller Customer is now able to provision File Sharing to its sub-customers Add File Sharing to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function. 3. Select the File Sharing service.

55 Customer Management Select the required package template from the drop down list. The package properties can be overridden at customer level by selecting Edit. 5. If the selected package was configured at Top Level with the property Automatic Server Selection being disabled, the property File Share Server will appear on the iframe. Select the required server from the drop down list. Where a package has been configured with property Automatic Server Selection enabled, the File Share Server property will not be displayed and Cortex will automatically select a server when provisioning the customer. 6. The File Sharing Service settings will automatically default to the selected package's resource definition (Disk Limit). To overwrite the default setting for a particular customer, uncheck "Auto select package resource limits" and input a new value in Disk Limit. The value Maximum: <value> will display the maximum disk space available for the Reseller Customer to assign to it's sub customers. 7. Select Advanced Settings to specify: the Service Access Levels that are to be available to the Customer to assign it's users to. the maximum number of users that can have access to File Sharing. whether the File Sharing service is chargeable and will appear on the Customer Billing Reports. 8. Select Provision. The Customer will now be provisioned with the File Sharing service.

56 56 Cortex Help Guide Mail Archving Add Mail Archiving to a Reseller 1. Select the appropriate Reseller Customer and select Customer Services. 2. Select the Reseller Service and enable the Mail Archiving Service. To enable/disable the service s templates, expand the Service. Remember to select Apply Changes to capture any changes. 3. Select Provision. The Mail Archiving Service will now be available for provisioning to sub customers Add Mail Archiving to a Customer There is a pre-requisite that the Exchange 2007 Service must be provisioned to the Customer s account before the Mail Archiving service can be provisioned. 1. Select the appropriate Customer and select Customer Services. 2. Select the relevant package. The type of package selected will determine what further properties need configuring. 3. Enter the required package properties: A) External Archiving: Enter the External Address who will receive the journal reports. B) Internal Archiving:

57 Customer Management Enter the Password for the Customer s archive mailbox account. The mailbox account will be created as archiv boxes@{primarydomain} C) Global Relay 57

58 58 Cortex Help Guide Enter a password for the Customer s archive mailbox account. Enter the unique primary domain for the customer. Select the secondary domains that are to be managed by Global Relay Enter the Administrator s details. These are forwarded to Global Relay Administration. 4. Select Provision to add the Mail Archiving service to the customer account Microsoft SQL Server Hosting The provisioning of SQL 2005 & 2008 hosting services is supported on the Control Panel. Multiple SQL databases can be provisioned to a customer account, allowing the customer administrator to add the users to the databases. The customer's databases can be provisioned to different SQL servers/instances depending on the resource configuration that has been saved for the account. At a Reseller level. the servers/instances that the Reseller can sell can also be configured.

59 Customer Management Add SQL Hosting to a Reseller 1. Select the Reseller service on the Customer Services screen for the Reseller customer 2. Enable the Microsoft SQL Server Hosting service and click on the service name to open up the Reseller Service Setup iframe. 3. Under the heading "Servers and Resources", expand the server collection tree and enable the servers & server instances that the Reseller will be able to configure to it's sub customers for SQL Server hosting. The available instances will be listed under each server. If the instance is already provisioned to an sub customer, the check box will not appear. 4. Enable the package templates that the Reseller can sell to its customers. Depending on the Service Provider's configurations, the Package template can be opened and the properties overridden for this specific Reseller. To save any values that have been overridden, select "Apply Changes". 5. Select "Apply changes" to save the SQL Server Hosting service configurations 6. Select Provision. The Reseller Customer is now able to provision SQL Hosting to its sub-customers Configure Resources Before a customer can be provisioned with an SQL Server Hosting database, the server and instances that the customer account will use must be defined. If these are not defined, the following error will appear when attempting to add a database to the customer: "No SQL server instances are available for the selected package template. Please select a different package or contact your service provider for server access." 1. On the Customer Services screen, select "Microsoft SQl Server Hosting configure resources". 2. Expand the Server tree and enable the server(s) and instance(s) that can be selected for the customer provisioning. At least one server instance must be defined.

60 60 Cortex Help Guide 3. Select Save to capture the changes. The SQL Server Hosting service can now be provisioned to the customer account and the Customer Administrator can now provision users to the instance Add SQL Hosting to a Customer The Microsoft SQL Server Hosting service can be provisioned to a customer after its resources have been configured and saved (server instances). To add a SQL Server Hosting to a customer, navigate to the Customer Services screen and complete the following steps: 1. Select "Microsoft SQL Server Hosting create an instance ". 2. Enter an Instance Name, this name should not contain spaces or special characters. Add a description (optional). If a description is added, the description will appear on the Customer & User Services table. Select Create. 3. Select the Package Template that the service will inherit the pre-defined service settings. The SQL Hosting package template defines the initial and growth size of the database and the servers that can host this type of database. If a server instance has been selected at the customer level, but has not been selected with a package, an error will appear. 4. If the customer is configured to more than one server instance that are allowed for this package template, select the server that that the database will be created on. If only one server instance allowed, the control panel will display the instance value as a read only property. 5. Select Advanced Settings (optional) to disable/enable service access levels, limit the number of users that can be provisioned to the instance and set the billing features for the service. 6. Select Provision to add the service to the customer. The customer administrator can now add users to the database and assign permissions to them.

61 Customer Management MySQL The MySQL service allows customers to create and manage their own MySQL databases and users. As a reseller, you can impose limits on the the number of databases orusers that the customer can have activate at a given point of time Add MySQL to a Reseller 1. Select the Reseller service on the Customer Services screen for the Reseller customer 2. Enable the MySQL service and click on the MySQL to open up the Reseller Service Setup iframe. 3. Under the heading "Servers", expand the server collection tree and enable the servers that the Reseller will be able to configure to it's sub customers for MySQL hosting. Once a sub customer is provisioned with a MySQL server, the server cannot be disabled in the Reseller iframe. 4. Enable the package templates that the Reseller can sell to its customers. Depending on the Service Provider's configurations, the Package template can be opened and the properties overridden for this specific Reseller. To save any values that have been overridden, select "Apply Changes". 5. Select "Apply changes" to save the MySQL service configurations 6. Select Provision. The Reseller Customer is now able to provision MySQL to its sub-customers Configure Resources Before the MySQL service can be provisioned to a customer account, the server that will host the customer's databases must be specified. Complete the following steps to configure the server: 1. On the Customer Services screen, select "MySQL configure resources ". 2. Expand the Server tree and enable the server(s) that can be selected for the customer provisioning. Only one server is required in the customer service provisioning. 3. Select Save to capture the changes. The MySQL service can now be provisioned to the customer account.

62 62 Cortex Help Guide Add MySQL to a Customer The MySQL service can be provisioned to a customer after its resources have been configured and saved. To add a MySQL to a customer, navigate to the Customer Services screen and complete the following steps: 1. Select "MySQL create an instance ". 2. Select the Package Template that the service will inherit the pre-defined service settings. The MySQL package template defines the number of databases and users that the Customer Administrator will be able to create once the service is provisioned. 3. Select the server that will host the customer's MySQL databases and users from the drop down list. 4. Under Resource Configuration sub heading, remove the check flag if you want to override the limits that have been set within the package template. Overwrite the values with the required values for the specific customer. Leave the check flag present if you want to set the default values on the customer account. 5. Select Provision to add the service to the customer. Once the provisioning request status turns green, the customer's User & Service Administrator will be able to log on and create MySQL databases and users under the Services option Office Communications Server 2007 Office Communications Server 2007 delivers streamlined communications for users so they can find and communicate with the right person, right now, from the applications they use most. Without expensive infrastructure and network upgrades, you can deliver streamlined communications, including software-powered VoIP (voice over IP), Web conferencing, and enterprise instant messaging,

63 Customer Management 63 while maintaining the operational control. The key capabilities that Office Communications Server offer: Presence Enables real-time status of employees (based on calendar information, login/activity status, and user preference) to be displayed across the organization and/or selected colleagues to enable users to contact the right person the first time using the best communications method. Enterprise Instant Messaging Enables instant messaging with the security, manageability, and reliability required for enterprise communications. Web conferencing Enables a virtual meeting experience that integrates data, content, video, voice, media, and text to enable real-time communication and collaboration whenever you need it. Software-powered VoIP By enabling communications over an IP network and integrating these capabilities with the applications used most, voice communications can be integrated with , calendaring, voice mail/unified messaging, instant messaging, and Web conferencing to provide a streamlined experience rather than the disconnected experience provided by legacy systems today Add OCS to a Reseller 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function. 3. Select the Reseller Service. 4. Enable the Office Communication Server 2007 service and expand the service to view the detailed service properties. 5. Enable the Service Access Levels that the Reseller can sell to it's sub customers. The service access levels define the OCS features that the users will be provisioned with. 6. Enable the Package Templates that the Reseller can sell to it's sub customers. The package templates determine the RTC Home Server that the customer s information will be saved to. 7. Select Apply Changes to save the service settings. 8. Select Provision. The Reseller Customer is now able to provision OCS to its sub-customers Add OCS to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function. 3. Select the Office Communication Server 2007 service.

64 64 Cortex Help Guide 4. Select the required package template from the drop down list. The package properties can be overridden at customer level by selecting Edit. The service package determines which RTC Home server will be used to save the customer s information. This property can also be configured at the User Level. 5. Enable the Internal SIP Domains that will be configured for the customer. 6. Select Advanced Settings and enable the Service Access Levels that can be applied to the customer's users. The Service Access Levels determine what OCS functions the end user will be able to use. 7. Configure the maximum number of customer users that can have access to OCS and whether the OCS service is chargeable and will appear on the Customer Billing Reports. 8. Select Provision. The Customer will now be provisioned with the OCS service.

65 Customer Management SharePoint Cortex integrates with SharePoint Services 2.0 & 3.0 environments deployed in remote SQL Server and multiple host header modes for a Web Server Farm using domain account mode. Key Features of SharePoint Services: Package Templates Defined configuration packages, including default quota templates are saved at top hierarchy and can be applied to all customers. SharePoint Permissions Users provisioned with SharePoint permissions within Cortex. Changes to SharePoint Security Groups & Roles are fed through to Cortex in real time. Site Templates - Creation of site templates for Top Site and associated sub-sites. Internal & External Users - Cortex can create SharePoint sites that allow both existing Cortex users and external (non AD) users to log onto the same site. The users' user-ids and passwords are authenticated against a SQL database Add a SharePoint Instance to a Customer How to Create a New SharePoint Instance Two types of SharePoint instances can be provisioned to a customer: A Root Site A Sub-Site, which will be attached to an existing Root Site The type of instance is determined by the SharePoint Package Template that is selected. The service package configuration iframe will alter in appearance depending on the type of instance that is to be provisioned. A customer can be provisioned to more than one SharePoint Service instance. For SQL Authenticated SharePoint sites, a Site Admininstrator will be created for each site. This user will have access to set up non Cortex users on the SharePoint site. 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant customer using the Customer Search function. 3. Select the SharePoint Service, a new instance will be created: a) Service Package Configuration for Root Site instance.

66 66 Cortex Help Guide b) Service Package Configuration for a SQL Authenticated SharePoint Site.

67 Customer Management c) Service Package Configuration for a Sub-Site instance. 67

68 68 Cortex Help Guide 4. Configure the instance for the Customer: Property Description Package Template Select the required package template for the Customer from the drop down list. To override the Server Configuration settings for an individual customer, select "Edit". The detailed package settings will be listed, complete amendments and select "Apply Changes". Changes made will only be applied to this SharePoint instance. Site Language Site Name Quota Template If "Server Configuration" has been set to modify on a customer per customer basis, the default web application for the customer can be overridden. Select the required language for the SharePoint site. Enter a host header for the SharePoint site. This is the URL that all provisioned users will use to access the SharePoint site. This is a SharePoint version 2 property. When a SharePoint version 3 package template is selected, this property will be removed from the screen. The default Template that was configured to the Package Template will be displayed. To override the value, select "Override the default package value" and select a different quota from the drop down list. All quota templates that have been created on the SharePoint server will be displayed in the list. Site Owner Applicable to Root Sites instances only. Applicable to SQL Authenticated sites only.

69 Customer Management Display Name Username Password Advanced Settings Service Settings 69 The Site Owner will be able to add non-cortex users to the SharePoint site. The user does not need to be a Cortex user as their user log-on details will added to the SQL authentication database. Enter the display name for the user. This will appear on the default SharePoint Welcome Page. Enter the address for the user. Enter the user's username. The user will need to enter the username when logging onto the site. Enter a password for the user. Here you can: Specify the maximum number of users that can have access to the SharePoint site. Specify whether the Service is chargeable and will appear on the Billing Reports. Here you can: Override the default settings for the Site Owner for this instance. The Site Owner must be a valid user present on Cortex. Complete amendments and select Apply Changes. 5. Select "Provision". The Customer is now provisioned with the SharePoint Web Site and its users can now be provisioned to the instance It is recommended that the Customer Site Administrator is provisioned first so that they can access the SharePoint site and configure the site s template (if it has not already been defined in the package) before provisioned users start logging onto the site. The SQL Authenticated Site Owner can log on to the site and add new users to the site, click here for more information. Note: The Host Header for the SharePoint Instance cannot be changed after the site has been provisioned Limitations and Known Errors SharePoint v3.0 User Groups: SharePoint v3.0 User Groups are not supported by Cortex 7.0. Users will be provisioned onto the SharePoint site with the defined SharePoint role. SharePoint Administrators can assign these users to User Groups after they have been assigned. If the User Group permissions differ to the user's original role permissions, these will not be displayed in Cortex. If the user is removed from a SharePoint Role and/or User Group, a error message advising the user's status will not appear in Cortex. The user will still remain provisioned to the SharePoint site and can be reassigned to a role or group by using the search function. This only applies for SharePoint v3.0.

70 70 Cortex Help Guide SharePoint 2010 SharePoint 2010 (Foundation and Enterprise) is now supported in the Cortex Control Panel. Customers are configured with a SharePoint Feature Pack(s) which determine the functionality that will be available to the site's end users. The standard install of SharePoint 2010, includes 6 pre-configured service package templates. These package templates determine how the site will be configured and saved on the SharePoint 2010 server and their availability for selection is control by your Service Provider. They are: Customer Site The site will be attached to a web application that is configured just for the customer. If further sites are configured with the same package, these sites will be assigned to the same web application. The site will have it's own content database. Customer Site (anonymous) The settings are the same as the Customer Site but with anonymous authentication enabled. Shared Site This site will be attached to a shared web application where other customer SharePoint sites will also be configured to. The site will have it's own content database. Shared Site (anonymous) The settings are the same as the Shared Site but with anonymous authentication enabled. Dedicated Site This site will be attached to it's own web application. No other SharePoint sites will be configured to this web application pool unless the web application is manually overridden with the web application's name. The site will have it's own content database. Dedicated Site (anonymous) The settings are the same as the Dedicated Site but with anonymous authentication enabled Configure Resources (SharePoint Farms & Feature Packs) At least one SharePoint Farm and Feature Pack must be configured to a customer, before a SharePoint site can be added to the customer's account. The configuration of these attributes is completed on the Customer Services screen under the option "SharePoint 2010 configure resources ". A customer can be configured to multiple Farms and feature packs but can only be configured to one feature pack within a Sharepoint Farm at any point of time. 1. Navigate to the Customer Services screen and select "SharePoint configure resources". 2. Click "Add" and select a SharePoint Farm from the drop down list. The Feature Pack column will be auto populated with all feature packs that are configured to the selected Farm. Select "Update" to save the configuration.

71 Customer Management Repeat Step 2 if you want to configure further Farms and feature packs to the customer's account. Select Save to save all configurations. A SharePoint 2010 site can now be provisioned to the customer Add a SharePoint 2010 Instance to a Customer A SharePoint 2010 instance can only be provisioned to a customer after its resources have been configured and saved (SharePoint Farm & Feature Packs). To add a SharePoint 2010 instance to a customer, navigate to the Customer Services screen and complete the following steps: 1. Select "SharePoint 2010 create an instance " 2. Add an instance name. This value cannot contain spaces or special characters. A description for the instance can also be entered; This is optional and if not completed, the site's instance name will be added to the description. The Description will appear on the User Services screen so should be meaningful to the end users. 3. Select "Create". The Control Panel will open a new window where specific configurations for the instance need to be entered. 4. Select the Package Template from which the site will inherit pre-defined service settings. To override an existing service setting, select "Edit", override the relevant property and click on "Apply Changes". The availability of service settings that are available for overwriting is determined by your Service Provider's configuration. The SharePoint 2010 Package Template determines the size of the SharePoint site, whether anonymous authentication is enabled and the patterns that will be used to save the site's content database and web application. Pricing is also specified in the Package Template i.e. the unit cost of a specific site.

72 72 Cortex Help Guide 5. Add the Site Administrator. This user will have full Administration rights on the SharePoint site and must be a user that is present in the customer's organization unit. By entering the first few characters of a user name, the Control Panel will return all users that match the input criteria. A second Site Administrator can also be configured to the site. 6. Select the SharePoint Farm (servers) that the site will be configured on. 7. Select the site template that will be configured to the site. Depending on your Service Provider's configuration, one of the entries within the drop down list will be blank. If this is selected, no template will be configured to the site and the Site Administrator must log-on to the site to select the template and security groups manually before standard end users can log onto the site. This should not be confused with the template "Blank Site:" which is a predefined SharePoint template. 8. Enter the host header for the site. 9. Select Advanced Settings to define a) the maximum number of users that can be provisioned to the instance and b) whether the service will be billable. 10.Select Provision to save the instance. The site will now be provisioned on the SharePoint Farm. The provisioning process is a lengthy process and will take several minutes to complete. Once the provisioning status turns green, the Administrator can access the site and users can be provisioned to the site using the Cortex Control Panel. Once provisioned, the package template cannot be amended for the SharePoint instance.

73 Customer Management User Sync The User Sync service allows customers to synchronize their own localized Domain Controller to the Hosted Domain Controller. The customer's OU in the hosted Domain Controller will be regularly updated with any user changes that have been saved in the customer's domain controller. All hosted services that are provisioned to the users will be configured directly to the user objects that are saved in the hosted domain controller. The service is a customer only service. Once provisioned to a customer, the customer's administrator will have access to download and configure the Cortex User Sync Tool to their existing Domain Controller. There is one pre-requisite for the customer before downloading the user synch tool. The customer's account property "Allow Passwords to never Expire" is set to True. If this is set to false, errors will appear in the customer's Event Viewer and no users will appear on Cortex Add User Sync to a Customer 1. Select the Customer Management icon on the Cortex Menu Bar and select menu option Customer Services. 2. Select the relevant Customer using the Customer Search function. 3. Select the "User Sync" service. There are no service properties to configure. 4. Select Provision. The customer's Administrator will now be able to download the Cortex User Sync Tool from the Cortex Control Panel Troubleshooting Customer issues with ADSync Tool This section provides an overview of the possible issues that may arise after the ADSync Tool has been installed on a client s remote domain controller(s). Note: if the customer has multiple remote domain controllers, the following resolution should be applied to each instance where the ADSync tool has been installed I have installed the ADSync Tool, but no user data has been passed through to the Cortex Control Panel Check that the customer administrator has re-started their domain controllers. After the initial install, the domain controller must be restarted to activate the AD Sync service for password synchronizations. Ask the customer administrator to check Computer Management >> Services to verify that the AD Sync service has started, if it is not started, request that it is. Ask the customer administrator to check for any errors that have been logged against source AD Sync in the Events Log (Computer Management >> Events Log) If error Failed to upload the user {UserName] : Failed to update user [UserName] : The customer prohibits the user setting password never expires., the customer s settings have been configured incorrectly on Cortex this involves a simple change to the Customer Properties screen Edit the customer details and under Advanced Properties, ensure that the property Allow passwords to Never Expire is set to Yes. Re-provision the customer. After the customer is provisioned, ask the customer administrator to check their Users screen on Cortex, the remote AD users should now be appearing with a green arrow icon.

74 74 Cortex Help Guide Ask the customer administrator to add a test user to their remote Active Directory and verify that the test user is passed through to Cortex. If yes, ask the customer administrator to check the configuration file for the tool. This is normally located in C:\Program Files\Cortex Sync\EMS.Cortex.Sync.Service.exe.config. Ask the user to search for a Setting Name that equals ADSync and ask what the value is for this setting. If it is set to false, the user synch tool has been configured for just password changes and will not pass through any users until their password is changed. To enable the setting, the user must stop the ADSync Service via Computer Management; amend the value to true and save the.config file. Re-start the ADSync Service, all users should now be passed through and populated on the Control Panel. The ADSync process was working but it has now stopped working and no user changes are being passed through to the Control Panel? Ask the customer administrator to check Computer Management >> Services to verify that the AD Sync service has started, if it is not started, request that it is. Ask the customer administrator to check for any errors that have been logged against source AD Sync in the Events Log (Computer Management >> Events Log) If error Failed to upload user [UserName] : Failed to get user [UserName]: Not authorized appears, the Administrator who downloaded the ADSync tool has been removed from the customer. If the Administrator has left the company, the new appointed customer administrator must uninstall the ADSync tool from all the Domain Controllers, download the ADSync Tool with their user logon details and re-start the servers. The ADSync tool will re-start using the new administrator s credentials and re-synch all the users on the remote active directories to Cortex. If error Failed to upload user [UserName] : Failed to get user [UserName]: Not authenticated appears, the Administrator who downloaded the ADSync tool has changed their password. To re-start the ADSync Tool, there are two options available: o Request the customer administrator changes their password back to the original password, or o Request the customer administrator to delete the AD Sync service and re-download the tool on their active directory server(s) To avoid this issue re-occurring, change the Administrator s account settings so that Password will Never Expire is true (enabled) before the user downloads the service again. The user changes should now be filtering through to the Cortex Portal I have added a user to the AD Synch Group but the user is not added to Cortex? The ADSynch tool can be configured so that it only synchronizes users that are in specific active directory groups. An existing AD user can be moved into the group at anytime. The ADSynch Tool does not capture group movement changes and after a user has been moved into a defined include ADSync group, a change must be made to one of the user s active directory properties for the tool to capture the change and add the user to Cortex. Typically the user will be asked to change their password which will cause a sync. My user is a member of the Include Security Group but is not appearing on Cortex user interface? Ask the customer administrator to check to see what security groups the impacted user is a member of. If the user is a member of any of the excluded groups (defined when the tool was downloaded), they will not appear in Cortex. Remove the user from the excluded groups, if the user was also attached to a include group, the user

75 Customer Management 75 will appear in Cortex. If the customer administrator has had to add the user to the include group, a change needs to be made on one of the user s active directory properties Virtual Machine The Virtual Machine Service allows customers to manage servers within a virtualization environment. The Virtual Machine Service supports Microsoft Hyper-V Server The service is ideal for customers who want to manage: Test and Development environments Need information from Jeff on what to add Add Virtual Machine to a Customer The Virtual Machine Service is a Customer only service and only needs to be configured at the customer level. 1. Select the Customer Management icon on the Cortex Menu Bar and select Customer Services. 2. Use the Customer Search function to display the available services for the impacted customer. 3. Select the "Virtual Machine" service. 4. Select the relevant package template for the customer. The package will determine the common properties that will be configured on all virtual machines (CPU configurations; Memory space and the number of virtual machines that are allowed). 5. Select the SCVMM Management server which will manage all of the customer's requests that are sent via the Cortex control panel. The System Center Virtual Machine Manager controls the virtual environment. Once the Virtual Machine Service is provisioned, the Management Server cannot be amended. The value can only be amended if the service is deprovisioned and the virtual machines are recreated under the amended SCVMM server.

76 76 Cortex Help Guide 6. Select the host server that that will host the virtual machines. Once this is selected, the host server's virtual networks will be listed. 7. Select at least one virtual network for the host server. 8. Enable the Machine Templates that the customer administrator can use to create their virtual machines. A machine template includes configurations for the hardware and operating system and can be applied to multiple machines within the virtualization environment. (Why are some selected by default and greyed out?). 9. Enable the Guest OS Profiles that the customer administrator can assign to the machine templates. The Guest OS Profile store OS configuration information such as the local administration credentials and product keys. 10.Enable the DVD Images that the customer administrator can mount onto their virtual machines. These DVD images will contain generic software that can be installed on the virtual servers. 11.Specify the VLAN ID for the customer's virtual environment's Network 1. At least one VLAN should be configured to the customer. The VLAN ID must be unique per customer, leave it empty to auto-select the next available VLAN ID. To add more than one VLANS to a customer, select "Add". The Label will be populated automatically with Network 2.

77 Customer Management The resource configuration fields will be populated automatically with the values that are configured in the selected package template. To override these properties, remove the check from "Auto select package resource limits" and enter the amended values. 13.Select "Advanced Settings". Specify, if required the maximum number of users that can have access to Exchange and whether the Exchange service is chargeable and will appear on the Customer Billing Reports. 9. Select "Provision". The Customer will now be provisioned with Virtual Machine service. The customer's administrator can now create virtual machines in their virtualized environment Web Hosting Add Web Hosting to a Reseller 1. Select the Customer Management icon from the Cortex Menu Bar and select "Customers". 2. Select the relevant Reseller Customer to view the customer functions and select "Services". 3. Select Reseller Service. 4. Enable the Windows Web-Hosting service and select the Windows Web-Hosting service name to configure (a) the web servers & their available resources and (b) package templates. 5. Enable the web servers and resources that the Reseller will be able to sell to their sub-customers.

78 78 Cortex Help Guide The "Resource View" allows the Administrator to view how many web sites / customers have been provisioned for each server. It assists the Administrator to decide which server to enable for the Reseller to sell in terms of how much of the server is already utilized. The available options are: None - do not display any resource information per server. Reseller - This is the default setting. It will display the resource totals for websites that have already been sold by the Reseller on a server. All - display the resource totals for websites that have been provisioned to the Reseller's sub customers and itself. Expand the Server Collection tree to choose the servers that are to be configured to the Reseller. Expand the Server to enable the certificates and/or IP Addresses that the Reseller can provision to its sub customers for that particular server. Certificates that appear in the list but cannot be enabled are Public Certificates i.e) they have been configured to be available for all resellers and customers. 6. Enable the Package Templates that the Reseller can sell. If required, select the Package Template Name to override any default properties. 7. If required, enter the resource limits for Web Site storage (MB) and bandwidth (MB). Once these limits have been reached, the Reseller will not be able to provision any more web sites to its sub customers.

79 Customer Management Select "Apply Changes" 9. Select "Save". The Reseller Customer is now able to provision Web-Hosting to its sub-customers Add Web Hosting to a Customer Provisioning the web hosting service to a customer differs slightly to other hosted services as it involves a two stage approach: Configure the IIS servers, IP Addresses and SSL Certificates can be used by the Customer. This stage only needs to be completed once. Create the web sites for the customer. Cortex allows the user to create multi web-sites for the Customer using the servers and their resources that were configured in stage 1. Configure IIS Servers and resources 1. Select the Customer Management icon on the Cortex Menu Bar and select Customer Services. 2. Use the Customer Search function to display the available services for the impacted customer. 3. Select the "Windows Web-Hosting" service instance name. 4. The Windows Web-Hosting Service Instance iframe will appear. Scroll down to "Servers and Resources" section to configure the IIS servers to the customer. 5. Select the relevant Resource View. The Resource View allows the end user to view how may web sites and customers have been configured to the IIS server, allowing them to effectively manage the allocation of web sites across the IIS servers. None - No resource counts will be displayed. Customer - This is the default setting. It will display the resource totals for the websites that have already been provisioned for the Customer Reseller - display the resource totals for websites/customers that have already been sold by the Reseller on a server. All - display the resource totals for websites that have been provisioned to the Reseller's sub customers and itself. 6. Navigate to the IIS Server tree structure and expand the folders (Server Collections) to view all servers. A server collection is a group of servers that have been configured to host the Web-Hosting service.

80 80 Cortex Help Guide Expand the Servers to view the resources that are configured to it (Certificates and IP Addresses). Enable the servers and its resources that can be used when provisioning web-hosting instances for the customer. Note - some certificates may appear without a tick box (*.ems.hosting). These certificates have been configured so that they are available to all customers. 7. Select "Save" to save the IIS server configuration for the customer. If an additional server needs to be configured to the customer at a later date, enable the additional server and its resources and reselect "Save". Provision Web-Hosting Service Instance to a Customer Provisioning a Web-Hosting Service Instance will create a web-site for the customer. Multiple WebHosting Service instances can be provisioned to a customer. 1. Select the Customer Management icon on the Cortex Menu Bar and select Customer Services. 2. Use the Customer Search function to display the available services for the impacted customer. 3. Select the "Windows Web-Hosting" service instance name. 4. The Windows Web-Hosting Service Instance iframe will appear. Enter an Instance Name and select "Create". The Instance Name will appear on the Customer & User Services screens on the Control Panel and should be easily recognized by the end users. 5. Select the Package Template that will be applied to the customer's website. The package determines the permissions and functions that will be available to the IIS Service Administrator when the website is

81 Customer Management 81 created. Package Templates are configured to Server Collections. After selecting the package, if the following error message appears under the Sites Binding section, the IIS collection that the template is configured to has not been set up for the customer. To resolve this close the instance and add the IIS server to the customer. After the server has been configured to the customer, re-open the Web-Hosting Service instance. "No web hosting servers are available for the selected package template. Please select a different package or contact your service provider for server access." 6. The Web Host Server property will be updated with all servers that are configured to the service package. From the drop down list, select the server that will host the customer's website. If the server has been configured with a Public IP Address, the IP Address will be displayed underneath the Server property. 7. Add the Site Bindings for the web site. Remember to select "Update" after entering the binding. For IIS6 web sites, binding types http and ftp are available. For IIS7 web sites, https bindings can also be configured. Bindings Configuration (per Type): http - The binding can consist of a Host Name and/or an IP Address. ftp - The binding can consist of a Host Name and/or an IP Address. The ftp type will be available for selection if the selected service package has been configured to support ftp sites. https - The binding can consist of a Host Name and/or an IP Address. A certificate must be selected for a https binding. 8. The Resource Configuration properties will inherit the values that have been saved within the package template. To overwrite these default settings, remove the tick from "Auto select package resource limits" and enter the new values. 9. Select "Advanced Settings" and specify, if required the maximum number of users that can have access to the Web-Hosting Service Instance and whether the service is chargeable and will appear on the Customer Billing Reports. 10.Select "Provision". The Customer will now be provisioned with the Web-Hosting Service Instance. The customer's Service Administrator will now have access to the Cortex IIS Site Manager and will be able to complete functions on the web site. A web site will be created on the IIS web server.

82 82 Cortex Help Guide 3.5 Customer Search Customer Filter The Customer Filter Tool Bar appears on the Customers page. It allows the end-user to filter the Customer table. 1. Select the keyword to filter on from the drop down list. The keywords are: Name (Customer Full Name) Domain (Primary Domain) Short Name(Customer Short Name) Address (Customer s Address) Contact Name Contact 2. Select an alphabetical letter that you want the keyword to start with. The screen will automatically refresh, applying the filter to the Customers table. At the top left hand side of the Customers table, Cortex will confirm how many customers were found after the filter was applied. If more than 20 customers exist in the table, Page Navigation buttons will appear at the top right of the Customers table. Select these icons to navigate through the customers. 3. To list all Customers, select View All. Results per page Specify from the drop down list, the maximum number of customer entries that you want displayed on each page Advanced Customer Search The Advanced Customer Search Tool Bar appears on the Customers screen and allows the end-user to define their customer searches using additional customer parameters. Select "Search" after the parameters are selected.

83 Customer Management 83 The tool allows the user to search on one or more of the available parameters: Full Name This parameter searches on the Customer Full Name. Enter the customer s full name or part of the name, the Customers table will be updated with all customers that have the entered value as part of their Customer Full Name. Code This parameter searches on the Customer's Code (also referred to as Customer Short Name). Enter a alphabetical letter, to list all customers where their Customer code starts with specified character. Domain This parameter searches on the Customer s Primary Domain. Enter a alphabetical letter, to list all customers where their primary domain starts with specified character. Service Select from the drop down list of configured services. The Customers table will be updated with all customers that have been provisioned with the selected service. Leave blank if no service criteria specified. Additional Options Select the expand arrow to view additional search options that can be applied in the customer search: No. of Users less than Enter a numeric value. All Customers will be listed where the total number of users attached to a Customer is less then specified value. No. of Users greater than Enter a numeric value. All Customers will be listed where the total number of users attached to a Customer is greater than specified value. Location Select from the drop down list of configured Active Directories. All Customers that are saved to that specified Location will be listed. Leave blank to display all customers on all locations that have been configured in the Cortex system.

84 Cortex Help Guide Smart Customer Search The Smart Search functionality is available throughout the Cortex user interface in the Customer Management Tool Bar. Using Smart Search to search for a specific Customer 1. Select the search Filter : Name / Billing Id select this filter if you know the Customer s Name or Billing Id. Domain select this filter if you know the customer s domain(s). 2. Start entering the Customer's Full Name/ Billing Id / Domain in the Search field. Cortex will automatically display all customers that match the values that have been entered in a drop down list. The Billing Id or the Primary Domain will be is displayed in brackets depending on the search filter selected. The drop down list will continue to refresh with matched results if more characters are entered in the input field. 3. Select the required Customer from the drop down list and select Go. The screen will be updated with the selected customer s details. 3.6 Customer Functions The Customer Functions screen allows the Reseller Administrator to perform specific actions on a selected Customer. To access the Customer Functions screen 1. Select the Customer Management icon on the Cortex Menu Bar and select "Customers". 2. Select the required customer, the Customer Functions screen will appear.

85 Customer Management 85 The following customer functions are available: Function Description Services Edit Customer Disable / Enable Users De-Provision Manage and configure the customer's services. Amend the customer's properties (Customer details, Domain management & Customer Account settings). Disables the customer and all of it's users accounts. If a customer is disabled, the "Enable" function will appear. Manage the customer's users. Remove the customer's information, including users, from the Active Directory. The customer's users will no longer be able to use the services. Provisions the customer with Cortex. Customer will become fully enabled. Deletes the customer account from the system and the Cortex SQL database. Resets the provisioning status if the request appears to have timed out. Provision Delete Reset Status Disable / Enable Disabling a Customer 1. Navigate to the "Customers" page. 2. Select the customer to display the Customer Functions. 3. Select "Disable". The customer will become disabled and will appear with a Customers screen. icon on the When the customer is disabled, all of it's users are also disabled and will not be able to access any of the

86 86 Cortex Help Guide services that have been provisioned to their user accounts or log-on to the Cortex user inteface. The customer's services cannot not be managed by a Reseller Administrator whilst the customer is disabled. Enabling a Customer When a user has been disabled, the disable option will be replaced with "Enable" on the User Functions screen. 1. Navigate to the "Customers" page. 2. Select the user to display the Customer Functions. 3. Select "Enable". The customer's account will become enabled again. The customer's users will be able to access all the services that have been provisioned to their user accounts and log onto the Cortex user interface De-Provision Warning!! The de-provision function will delete the customer's account and remove all of its users from their provisioned services. User information such as the user's Exchange mailbox will be permanently deleted Navigate to the "Customers" page. Select the customer to display the Customer Functions. Select "De-Provision". The system will verify "Are you really sure you want to de-provision this customer". Select "Yes". The customer's users will no longer be able to use any of their provisioned services or log onto the Cortex user interface. The customer's provisioning status on Cortex will change to grey (de-provisioned). To remove the customer completely from the system, select the "Delete" function. Once a customer is de-provisioned, the only customer functions available are: Edit Customer / Users / Delete / Provision Delete The Delete function will permanently remove the customer from Cortex user interface. To delete a customer from the Cortex system, the customer must first be de-provisioned. The delete function will not be available until the customer is de-provisioned Navigate to the "Customers" page. Select the customer to display the Customer Functions. Select "Delete". The system will verify that "you want to delete this customer?". Select Yes. The customer will be deleted from the Customers screen.

87 Customer Management Edit Customer To amend an existing customer's details, the "Edit Customer" function should be used. 1. Navigate to the "Customers" page. 2. Select the customer to display the Customer Functions. 3. Select "Edit Customer". 4. The Customer Properties are displayed. Make the necessary changes. A) Customer Details Location - cannot be edited after the customer is created Full Name - customer's full name Code - cannot be edited after the customer is created. Contact Name - customer's key contact person Address - customer's key contact's address Additional User Properties - Select the link to edit other customer properties including the customer's address, telephone number, billing id and customer level password settings. B) Domain Management Domains can be edited or added to the customer. Re-configure the primary domain. Remember to select "Update" to save any domain changes before selecting "Provision". If a customer is provisioned with Exchange, when a new domain is added to the customer, the domain will default to an External Relay domain. To update the domain to an Exchange authoritative domain, re-select Exchange Service, change the domain's setting to Authoritative and re-provision Exchange. C) Advanced Properties Under this section, advanced customer properties can be edited including the customer's password account settings, organizational structure, brand setting and restricting specific security roles. 5. Select "Provision' to save the changes. 3.7 Customer DNS Records The Cortex Control Panel now offers the ability to create DNS zones and records when: A domain is added to a Customer and/or; A service is provisioned to a customer account. This feature is controlled by a service property on the Cortex service which can be updated under the Reseller service. Once this feature is enabled, Service Provider Administrators can create DNS templates at different levels of the customer hierarchy that will define what DNS records will be created and Resellers can select customer domains that will have the DNS templates applied to.

88 Cortex Help Guide Enabling Customer Domains for DNS Templates A customer's domain needs to be enabled to support DNS templates before they are automatically created. 1. Select the Customer and click "Edit Customer. 2. Navigate to the Domain Management section. The Domain table should include a DNS Zone column. If this column does not appear, the function has not been enabled for the Reseller to manage. 3. Edit an existing domain or add a new domain. Check the DNS Zone field. DNS Templates will now be applied to this domain. 4. Select Update to save the changes. 5. Provision the customer. The DNS service will be provisioned for the customer and if any non-service specific DNS templates have been configured on the system, DNS records will be created for each template. Service specific DNS templates will be add records to the DNS zone when the customer is provisioned with the service. To disable a domain from the DNS template functionality, uncheck the DNS zone field and re-provision the customer. Troubleshooting: If the following error appears, it is likely that the customer's reseller has not be provisioned with the DNS service: Error: "Failed to provision mandataory customer services." Stack: "Unable to provision the mandatory services for customer [CustomerFullName]. Details: Unable to manage the DNS Zones for the customer's domains. Could not find the DNS service for customer. Make sure that the reseller has the DNS service enabled." 3.8 Trial (Demo) Customer Accounts Trial customer accounts can now be set up on the Cortex Control Panel. These accounts are set up with a defined time period where the customer can trial the services that have been provisioned to their account, and provision services to demo users. The creation of these accounts can be done directly on the Cortex Control Panel or via a purposely built demo website application which utilises the CortexAPI. This application can be easily integrated into an existing external website and the style sheet can be updated with the relevant brand. Multiple demo website applications can exist in a single instance of Cortex and these can be configured to create customers under different reseller customers. If a trial customer decides to purchase the services on offer, a new customer account does not need to be created. Once the trial flag is removed from the customer account, the customer will be regarded as "Live" customer.

89 Customer Management 89 When the expiry date has passed, Cortex will automatically de-provision the trial customer account. The account will remain in a de-provisioned state until the numbers of days configured for the retention period have been met and then the account will be deleted from Cortex. The minimum period for an account to be de-provisioned and removed from Cortex is two days. Automated templates can be customized for these types of customers to allow the Reseller or Service Provider to proactively sell the services provisioned to the demo customer and its users. As the demo trial period nears it's end, an will be sent to the customer advising that the trial period will end shortly. The demo web site can manage anonymous sign-ons and/or an organizational sales force. If a sales force is set up to use the demo web, the sales force ID will be saved against the customer that they have created in SQL Sales Force Administration The Demo Admin Portal is an additional component to the Cortex Control Panel where users can configure the processes that will used to manage Trial Customers. The Demo Admin portal provides the functionality to: Create and manage Sales Forces Create users and assign them to a specific Sales Force. These users will have access to the Admin Portal and their ID will be recorded against a Customer Account when they create one. Set up service templates that can be provisioned to the customer Summary of all trial customers attached to a Sales Force. Ability to re-send the request to the Cortex Control Panel, if the original request has failed Manage user password for the Demo Admin Portal Add a new trial customer to the control panel The Demo Admin portal can be accessed using the following url: <Domain>/CortexDemoWeb/Admin Add a Sales Force At least one Sales Force must be created before the DemoWeb application will work. The Sales Force allows specific attributes to be saved at that level for how the DemoWeb application is configured and the services that can be set up. Ideally if implementing the DemoWeb application to different Resellers, a separate sales force should be created for each reseller. Only a SuperAdmin user can create and manage a Sales Force

90 90 Cortex Help Guide 1. Select the Sales Force 2. Select "New Sales Force" 3. Enter a display name for the Sales Force. This will be displayed within the Administration portal. 4. Enter an address for the Sales Force. This is for information purposes only 5. A Sales Force must be configured to a Reseller. Enter the Reseller's Customer Short Code. The demo customers will be saved under the Resellers organization unit 6. Enter the Cortex Location (Domain) that the you want these customers to be added to. The selected reseller customer must have the correct permissions to sell in this location 7. Add a host-header to determine the URL for the DemoWeb web site for this Sales Force 8. Enable "Is Default" if this will be the default sales force administration system??? 9. Specify the type of users that can access the system Access Type Description Sales Force Members Only users that have been set up on the Sales Force Administration portal for this Sales Force will be able to create new demo customers. The demoweb application will include a Login Page which will verify the user's name and password to what values are stored on the Admin portal. Everyone Allows all users (Sales Force and anonymous) to create new demo customers.???? Everyone but Sales Force Allows anonymous users to create their own demo accounts. This is the Members recommended access to use if integrating demoweb within your web site, allowing prospective customers to sign up for a trial period.

91 Customer Management Specify the number of days that any trial customer account created within the sales force will be in a provisioned state. When the last day is reached, Cortex will automatically de-provision the customer account. The length of time from the customer being de-provisioned and deleted from the customer is defined by the Retention property. This is defined on the Reseller service >> Cortex service within the Cortex Control Panel. 11.Add a domain suffix if you require all your trial customer accounts to belong to the same domain. The suffix will be appended If left blank, the domain that the customer inputs will be saved. 12.Select "Save" to save the new Sales Force. To amend an existing Sales Force, select the sales force and make the necessary changes before selecting "Save". Once a Sales Force has been added to the system, it can be disabled but not removed from the system. When a Sales Force is disabled, its users Add Users The Demo web application can be made available to everyone or/and a specific Sales Force. If you are planning to release the functionality to a Sales Force, and require a Sales person's ID to be logged against the trial customer account, the individual needs to be created on the Sales Force Administration portal. 1. Select Users 2. If multiple Sales Forces exist on your platform, select from the drop down list, the Sales Force that you want the user to be a member of and select "Manage" 3. Select New User, a blank Staff Member Details iframe will be displayed 4. Enter a Username for the user. This is the username that the sales person will use to log onto the Demo web and the Sales Force Admin Panel. This is not the user's Cortex login username which is independent of this system

92 92 Cortex Help Guide 5. Enter the user's Display Name 6. Enter and confirm a password for the user 7. Enter the address for the user 8. Enable the account. When an account is disabled, the sales force member will not be able to create new trial customers 9. Select the access level for the user. There are three user access levels on the Demo Admin portal that manage what the users' access: Access Level Description Staff Member Sales Force member role. This role can create new trial customer accounts via the Administration Portal or the Demo web. The users are able to manage their own passwords. Sales Force Admin role In addition to the features available as a Staff Member, this role can manage and add new members to the designated Sales Force. They can only assign the staff member and admin role to these users. This user can view all trial customer accounts that are provisioned within this specific Sales Force and resubmit a request, if the original request has failed. Overall System Admin role It is recommended that this role is only assigned to the Service Provider Administrator as it allows full permissions to the Sales Force Administration Portal. This role can create new Sales Forces, manage and create users across all Sales Forces and review all trial customer accounts that have been provisioned to Cortex. In addition, this user can create the service API templates that are used to set up a customer with a service Admin Super Admin 10.Select Save. The user is now saved on the Sales Force Administration system and can now add trial customer accounts Demo Customers Summary The Demo Customers screen allows the Administrator to view all active trial customer accounts that have been provisioned to the Control Panel. The table will display the Full Name of the Customer, the primary contact's address and the date that the trial account will expire (it will be automatically deprovisioned on the Control Panel). The screen will also show if the trial customer account has been set up successfully. If the request has failed, a red provisioning icon will be displayed and the Administrator can open the request and analyse why it has failed before resending the request. Selecting a Trial Customer, will display the full details of the customer and the API request that was sent to the Control Panel for provisioning.

93 Customer Management Setup a Trial Account via Demoweb The Trial customer sign-up wizard can be accessed via: Sales option on the Sales Force Administration Portal Directly over the web using the url "domain/cortexdemoweb" This website can be integrated into your own website. All of the property names are managed by the Content Management system within the Cortex Control Panel with the Content Sections starting with "DemoWeb" 1. Enter the Full Name for the Trial Customer Account 2. Enter the Name and Address for the Customer's Primary Contact Person 3. Enter the customer's domain. If a domain suffix has been specified, this will be appended at the end of the domain automatically by the wizard 4. Enter the UPN for the User and the First Name / Last Name.(without the domain partition). Select Next to proceed to the Services section

94 94 Cortex Help Guide 5. Select the Services that the customer would like to trial during their trial period. Multiple services can be selected for a customer. Select Next to validate the request before submitting it to the portal 6. The final step of the wizard will display the customer and user information that will be submitted to the Control Panel. For all anonymous users, there is a requirement to enter the validation code before selecting "Validate and Request". All Sales Force Members will not be required to complete this validation code 7. If all of the customer information is correct, select "Validate and Request". The request will now be sent via the CortexAPI to the Control Panel for provisioning.

95 Customer Management 95 As part of the installation of the Trial Customer Accounts, it is recommended that specific notifications are created for the Demo Customers including confirmation that the account is setup and how to login and the first user's password. 4 User Management The Users screen displays all users within a selected organization. To navigate to the Users screen, select the User Management icon on the Cortex Menu Bar. Users that have been assigned with the User Administrator role will be able to access the web pages. A Partial User Administrator role also exists which has restricted access to some of the user functions. Within User Management, the following features can be used: Add a New User Export all users' information Import a group of new users / existing users from Microsoft Excel Amend existing users details Apply a change to multiple users

96 96 Cortex Help Guide Users are sorted in alphabetical order using a) Last Name followed by b) First Name. The "Users" table can be filtered using specific filter criteria. The "Advanced User Search" allows the enduser to search for a specific user. When a user is selected, a new iframe will appear for the user displaying the available user functions and the current status of the user's account. Key to User Service Symbols: Symbol Description Number of Services that have been provisioned to a user. If selected, Cortex will navigate directly to the Provision User Services screen for that specific user. Drop down information bar. If selected, all services provisioned to that user will be listed. If a service is selected, Cortex will navigate to the service's User Set-up iframe for the user where the service properties can be viewed. No services provisioned to the user. Service Provisioning Error has occurred and is outstanding. Select the icon to display the impacted service. Select the Service to navigate to the service's User Set-up iframe to view the Provisioning Error title and description. 4.1 Create a New User A new user can be added to Cortex via three different options: New User wizard Copy User Bulk User Import

97 User Management 97 Creating a New User via New User wizard 1. Select the User Management icon on the Cortex Menu Bar and select "New User" Alternatively, from the "Users" screen, select "New User" 2. Add the user's UPN (User Principle Name), inputting the user name and selecting a domain from the drop down list. This is an alternative log-on name which can be used instead of the Username. Cortex will auto populated the "Username". The value can be manually overridden before the user is saved to the customer. The Username must be a unique. If the Username already exists on the system, Cortex will display an error message when "Provision" is selected. The Username field will automatically be populated with the UPN name. The Username can be amended. The Customer's ShortName will appear beside the Username as "_<CustomerShortName>". If a user attempts to log-on an application, they must include the Customer ShortName.

98 98 Cortex Help Guide The Username cannot be amended after the user has been created on the system. 3. Enter the user's "First Name" and "Last Name". The "Display Name" will be automatically populated with these values and can be manually overridden. 4. Optional, select "Additional User Properties" to add non mandatory user information. 5. Allocate the required "Location" and "Department" for user from the available drop down lists. These values are configured at individual Customer level and will vary. The default setting is "Unassigned" and the user will be saved with these settings if not other values are available. 6. Enter the user's contact details - address and contact phone numbers. 7. Enter the user's organizational and general details If required, add values to the two Custom Fields. The name of these data fields may change depending on your Service Provider's configuration. If required, enter the user's address. This may be an external address that is not managed by Cortex. It is recommended to use this field if: The user does not use the Exchange Service, and The user's address needs to be saved so that it can be used in other services (e.g. SharePoint) or Saving a secondary address for contacting the user 8. Under the sub heading "Password Configuration", enter a "Password" and re-enter the password again to verify. Cortex will create an audit record on the SQL database, recording the date that the password was changed and who requested the reset. 9. Optional, expand the "Account Settings" section to configure the user account settings; "Set Password to never expire" - This option will be displayed if the user's Customer has been configured to allow users to have a password that never expires. If "Yes" is selected, Cortex will not request the user to reset their password at regular intervals. "Change Password at Logon" If "Yes" is selected, the new user will be prompted to change their password when they log-on to Cortex for the first time. The user will not be able to use any services that they have been provisioned to until they change their password. Account Disabled - If "Yes" is selected, the user's account will be disabled and the user will not be able to access any services that they have been provisioned to. Account Locked - This field will always default to "No". Account Expires - If "End of" is selected, the screen will refresh and display a calendar. Select an end date for the user's account. If an end date is selected, Cortex will automatically disable the user's account on the next calendar day and they will not be able to access Cortex or any related services. Leave setting as "Never" if the user's account does not need to expire. This setting does not define the Password Expiry date (expiry date for current password). This is configured by your Service Provider on the domain's Group Policy Password expires - Read only value. The date when the user's password will expire the user will be requested to change their password when they log-on to Cortex.

99 User Management The user will automatically be assigned with standard user rights, with access to service-related web pages granted when the user is provisioned with a service. To assign Advanced user permissions (Administration rights), select "Advanced Options". A user can be assigned to either a) a common administration role or b) a customized role, using a combination of the existing roles: To select a common administration role, select a role from the drop down list To create a customized role, check and select the roles that the user will be assigned to 11.Optional, expand " Addresses" section to add an address for the user. If no address is added, Cortex will add the UPN as a default. This will be set as the user's primary address and will be used by the Cortex system to send any system generated s to the user. To add an additional to the user, select "Add" and input the new name. Select the required domain from the drop down list. The list should contain all domains that have been configured to the customer. Select "Primary Address", if the new address will be the user's primary address. The primary address flag can not be assigned to multiple addresses. Select "Update" to save changes. All remaining addresses, where Primary Address flag is not set, are called aliases. An unlimited number of aliases can be assigned to a User. 12.Select "Provision" to save the user to the customer. Cortex will automatically navigate to the User Services screen. 4.2 User Services Management Provision a User to a Service 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required User. 3. Select the Services function. The User Services screen will appear. All services that have been configured and enabled to the selected customer will appear. There is one exception, the DNS service which is a customer only service and no users can be provisioned to this service. 4. Select the required service and configure the user's service settings. 5. Selecting Service Settings will display the advanced service properties for that particular service. These properties will vary between the different services and for some simple services, no properties may exist. 6. Select Provision to add the user to the service. The user will be provisioned with the service and will be able to access the hosted application. Additional menu options may appear on the user's Cortex Menu Bar that relate to the provisioned service. Services cannot be provisioned to a user when the user has been disabled or de-provisioned.

100 100 Cortex Help Guide De-provision a User from a Service The User Services screen is also used to de-provision an user from a service. 1. Select the required service. The service s provision statues will be green (Provisioned). 2. Select Deprovision. The provisioning provisioned). icon s status for the service will change to grey (De- The user will be de-provisioned from the service and will no longer be able to access the hosted application. Any Service menu options that were related to the service will be removed from the Cortex Menu Bar when the user re-enters the Cortex user interface Exchange Hosted Exchange Service manages the exchange environment for your company. Users are able to access their using the advanced and collaboration services that are available in Microsoft Exchange. Cortex supports Microsoft Hosted Exchange Servers 2003 and Exchange mailboxes are controlled by Service Access Levels. The maintenance of the server and environment is done for you by your Service Provider Add Exchange Service to a User 1. Select the User Management icon from the Cortex Menu Bar and select menu option "Users". The users screen will appear. 2. Select the user that you want to provision Exchange to. 3. Select "Services". 4. Select Hosted Exchange Service.

101 User Management Select the required Service Access Level (SAL). The Service Access Level will determine the Exchange package that will be allocated to the user. Service Access Level's configurations are created and managed by your Service Provider. If appears beside a Service Access Level, the maximum number of users that can be assigned to the level has been met. No additional users can be assigned to that Service Access Level. Overriding the Default Inbox Limit (MB) Your Service Provider may have provided you with access to override the default package setting Inbox Limit (MB) so that mailbox limits can be set for individual users: Select the Service Access Level. Tick property " Inbox Limit (MB)" and amend the value. Select "Apply Changes". 6. Select the type of Reply address for the user. If System address is selected, a drop down list will become activated and display the user's primary address and if selected, all customer enforced addresses that have been assigned to the user. Select one address from the list. If Custom address is selected, the primary address becomes editable and any customised address can be entered. 7. The Cortex Control Panels supports the administration of advanced Exchange features (Distribution Group Membership; forwarding & Mailbox rights). To configure these advanced features, click on "Advanced Options".

102 102 Cortex Help Guide 8. Select Service Settings to configure the following optional settings: Hide the user's details from the published Global Address List by enabling the "Hide From Address" property and adding a tick. Define the maximum number of recipients that the user can send a message to by enabling the "Recipient Limit" property and adding a numeric value. Select "Apply Changes" to capture the changes that were made. 9. Select "Provision" to apply the Exchange service to the user. The user will now be able to log onto their exchange mailbox Advanced Exchange Settings for a User The Advanced Options section on the User Exchange Service screen, allows the Administrator to: Assign users to Distribution Groups. Set up forwarding, where all mail will be forwarded to another account. Manage Mailbox rights (permissions), by allocating multiple users to view and manage the user's mailbox within Outlook. Distribution Groups The distribution groups feature allows the administrator to assign a user to existing Distribution Groups. The user can be assigned to multiple Distribution Groups. 1. Select "Distribution Group Membership". 2. The Cortex Control Panel will display all of the customer's distribution groups (including non-mail enabled groups). Check the distribution groups that the user will become a member. 3. To remove a user from a distribution group, un-check the selected group. 4. Select "Apply changes" to save the change. The Distribution Group changes will be saved in the system when "Provision" is selected. Forwarding The forwarding feature allows the administrator to define a mailbox where all incoming mail will be automatically forwarded to. This feature may used when the user's name has changed and all s need to be directed to the user's new account.

103 User Management 103 Only one forwarding address can be saved on the original user's profile. The Cortex Control Panel ensures that only -enabled objects can be set up as a forwarding address. 1. Select " Forwarding". 2. Search for the proposed account by adding the first characters of the user's name in the Forward Member field. To complete a "wildcard" search and retrieve all of the customer's enabled objects (Users / Contacts / Distribution Groups & Public Folders), leave the Forward Member field blank. Select "Find". 3. Cortex will display the results from the Forward Member search and will list the mail-enabled objects and their addresses. 4. Select the required forwarding address, only one object can be selected at any time. 5. If there is a requirement to save a copy of all forwarded s in the original user's mailbox, enable "Deliver message to both forwarding address and mailbox". 6. Select "Apply changes" to save the changes. The Forwarding Address change will be saved when "Provision" is selected. Exchange Mailbox Rights The Cortex Control Panel allows User Administrators to configure users with various mailbox rights. The mailbox rights that can be assigned to a user are: Full Access - The delegated user can open and read the original user's mailbox. Send As permissions are not automatically applied. Any mail that is managed by the delegated user (send reply / forward mail) will have the delegated user's details populated in the "From Recipient" field. Send As - The delegated user can send out mail with the original user's mail details appearing in the "From Recipient" field. From the target audience's perspective, it will appear that the has come direct from the original user and any responses will be sent direct to that user's inbox. Receive As - on it's own, this permission will not allow a user to enter the designated mailbox and take

104 104 Cortex Help Guide delivery of incoming mail. The permission is normally applied to a user, where the delegated user will log onto a mailbox using a custom application. Multiple permissions can be assigned to a user at any given point of time. 1. Select "Mailbox Rights". 2. Enable the mailbox security rights that are to be applied to the delegated user(s). 3. Select "Find" to search for mail enabled users. 4. Select the user(s) that are to be assigned with the permissions. Select "Add". 5. Select "Close" to hide the function. The selected users will be granted the additional mailbox permissions when "Provision" is selected. To add an additional permission to an existing delegated user, enable the permission and re-select the user in the Member Search feature. The user will be updated with the additional mailbox permission. To remove a mailbox permission from a user, you must remove all permissions from the user, by enabling the user and selecting "Remove". Troubleshooting An online error message that may arise when adding new mailbox rights: "Unable to retrieve the mailbox owner permissions. Server was unable to process request. ---> Could not find the AD object '<reference number>' using the samaccountname. ---> Object reference not set to an instance of an object." This error can appear when navigating to the Mailbox Rights section. The existing mailbox owner has been removed from the Active Directory and no longer exists. It is recommended that you removed the

105 User Management 105 entry from the table using the "Remove" function. You can continue to add and provision new owners to the mailbox Exchange User Summary Once a user has been provisioned with Exchange, they will be able to view their user information on Cortex to assist with configuring Outlook and mobile devices. 1. Click on the Services icon on the Cortex Menu Bar and select menu options "Exchange" >> "Summary". Addresses The user's addresses will be listed. Their primary address will be display in bold font. Outlook Web Access Outlook Web Access allows users to send and receive s via a web browser. This is useful when the user is frequently out of the office i.e. working from home, traveling. Cortex displays the fully qualified URL which will point to the Outlook Web Access server. Outlook Mobile Access Outlook Mobile Access is only available for Exchange 2003 users. Cortex displays the URL that points to the Outlook Mobile Access server. Entourage 2008 Settings

106 106 Cortex Help Guide Entourage is an client and personal information manager developed by Microsoft for Mac OS 8.5 and higher users. Cortex displays the user settings for using Entourage Windows Mobile 5 Device and Pocket PC 2003 Settings The configuration details for setting up a user's PDA with exchange are displayed. By selecting "Configure my device", detailed user notes on how to configure PDA are available. iphone Profile Setup Downloads the user's iphone profile onto their desktop. Unified Messaging The section displays the Outlook Voice Access phone number and the user's UM extension. In addition the end user can change their Unified Messaging PIN. Windows Mobile Select the link to navigate to the Windows Mobile screen, on this screen you can send your configuration CAB file to your mobile phone via SMS Send Windows Mobile CAB file to your mobile phone The Windows Mobile screen is accessed via the Exchange Summary Screen and selecting "Configure My Windows Mobile". The screen will display the CAB files that are available to the user. Only one of the OCS installers will be sent to the user's mobile, this is determined by the user selecting the installer from the drop down list under "Mobile SMS".

107 User Management 107 If the user record is already configured with a mobile phone number, the number will be populated on the screen. This number can be overwritten or if the property is blank, the user will be asked to add a mobile number before sending the SMS request Outlook Download Profile To set up a user with Exchange, there are options that need to be specified within the user s Outlook Profile. This settings ensure that the user connects to the correct Exchange Server or uses the right address for the connection. The user's Outlook Profile needs to be updated on the computer that they use. In environments where Exchange is not hosted, these settings are usually updated by an experienced system administrator, with a good working knowledge of the exchange environment. However as your Exchange service is hosted, the Cortex user interface will generate and download the settings automatically onto the end user's computer. Customer Service Administrators can impersonate a provisioned user and configure the exchange settings to the user's client machine on their behalf. AutoLogon Tool This is an optional tool that can be downloaded onto the user's computer. The user's username and password is encrypted and stored in the registry. Whenever the Outlook application starts the Autologon tool logs the user onto the Exchange Server. Downloading a user's Outlook Profile File 1. Select the Services icon on the Cortex Menu Bar and select menu options "Exchange" >> "Outlook Configuration". 2. Select the connection protocol and cached mode for the user. A connection protocol is a specific method that your Outlook application will use to connect to the Exchange server. The number of connection protocols that are available for you to use will be dependent on the Exchange user package that you have been assigned with. The Exchange Cached Mode takes a copy of your mailbox and stores it on your local computer. This copied mailbox is updated regularly with the exchange mail server. If the connection from your local computer and the mail server stops, you will still be able to access the data that has been copied over. 3. Under the option "Outlook Profile Setup", select "Download". The "PRF Only" option allows the user to view their specific Outlook setting in technical detail. Using this option, the user requires access to the computer's command prompt. 4. Select "Run". 5. Select "Run". 6. The Cortex AutoLogon for Microsoft Outlook Setup Wizard will appear on screen. Select "Next". 7. The set-up tool will default with Auto-Logon selected for install. De-select the Auto-Logon tool if you do not want the tool to be installed with the Outlook Profile File and select "Next".

108 108 Cortex Help Guide 8. Enter and confirm the user's password and select "Next". 9. The set-up tool will confirm the folder settings where the program's shortcuts will be saved. Select "Next" to accept the changes or "Browse" to amend the folder details. 10.The Wizard will confirm the set-up settings. Select "Install". 11.The Wizard will install the Exchange Profile and start the Outlook application. Click "Finish" to exit the wizard. If Auto-Logon was installed, a icon will appear in the bottom right hand corner of the desktop. Outlook Functions Setting delegated user permissions in Outlook Granting "Full Mailbox Access" to a user does not mean that user can send s (send on behalf) from that mailstore. Additional permissions need to be granted to the delegated user. There are two ways that additional mailbox permissions can be applied to a user: Via Outlook, individual users can set specific mailbox permissions to other users. Via Active Directory Users and Computers, contact your Service Provider to set the required permissions. Setting mailbox permissions via Outlook 1. Start Outlook. 2. Select Tools. 3. Select Options. 4. Select the "Delegates" tab and click on Add.

109 User Management All objects that exist with the user's Global Address List will appear. Select and add the user(s) that are to be granted with a specific mailbox permissions. Select OK. 6. Grant the permissions to the user(s). To allow a delegated user to send s from the mailbox, the permissions should be set to either "Author" or "Editor" for "Inbox" permissions. 7. Select OK. 8. Select OK to close the "Options" dialog. The delegated user can now send and reply to s that are in the original user's mailbox.

110 110 Cortex Help Guide Configuring to another user's mailbox in Outlook After a user has been assigned with delegated mailbox rights, they need to configure the mailbox to their own Outlook account. 1. Start Outlook. 2. Select "Tools". 3. Select "Options". 4. Select the "Mail Setup" tab and click on Accounts. 5. Select "Change...".

111 User Management 6. Select "More Settings" and click on the "Advanced Tab". Select "Add..". 7. Enter the mailbox's User Name. Select "OK". 111

112 112 Cortex Help Guide 8. Select "OK", Outlook may display a warning message that states that you must log-out of Outlook for the changes to take effect. The user's Outlook Folder List will be updated with the user's mailbox. Select "Next >" to capture all changes. 9. Select "Finish". 10.Select "Close". 11.Select "OK". The mailbox has been added to the user's Outlook account and the delegated user should now be able to manage all s in the selected user's mailbox. If there are problems with managing / sending s, verify that the correct permissions have been applied to your user account Configuring Outlook - "From Button" In order for a user to "Send As' another user, their Outlook profile must be configured to show a From: button. By default, Outlook does not show the From: button.

113 User Management 113 In order to configure a user's Outlook profile to show the From: button: 1. Log-on to Outlook 2. Select "Options" 3. Select "Show From" 4. The user's Outlook screen will be updated, displaying the From: button BlackBerry Cortex allows you to enable a BlackBerry device to access your Hosted Exchange mailbox. Note: Before you can provision Blackberry to a user you must have provisioned Hosted Exchange to the user Add BlackBerry Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required User. 3. Select the Services function. 4. Select the BlackBerry service to configure the user s service settings.

114 114 Cortex Help Guide 5. Enable the required Service Access Level. The service access level determines where the user s BlackBerry will be saved in the Hosted environment. 6. Select the required IT Policy from the drop down list. 7. Enter the handheld PIN number for the end-user s device. This is a eight character PIN. 8. Enter a password that the user will use to activate their device. Confirm the password. 9. Optional, enter a time period for the activation password to remain valid (1-720 hours). 10.Select Provision Provisioned User's BlackBerry Details After a User has been provisioned with BlackBerry Service, the customer's User Administrator can select and manage the user's BlackBerry account.

115 User Management 115 Request a Device Wipeout 1. Select Kill Handheld 2. Select "Provision" to complete the device wipeout. The BlackBerry service will remain provisioned to the user. Amend User's BlackBerry Account Settings 1. Clear PIN: If selected, the user will no longer be able to access s using the handheld device. 2. Clear Statistics: If selected, the user's BlackBerry Information is deleted from the BlackBerry Enterprise Server. 3. Clear Filters: If selected, the user defined filters will be removed from the user's BlackBerry Account. 4. Select "Provision" to capture any amendments to the account settings. BlackBerry User Information 1. Select "BlackBerry User Information" lick. The user's current BlackBerry information is listed.

116 Cortex Help Guide BroadWorks BroadWorks provisioning functionality supported in Cortex includes the ability to: Provision New Users Provision Existing Users (and change passwords) Provision Default Services and Service Packs to Users Deprovision Users (delete the User and assigned Services and Service Packs) Add BroadWorks to a user 1. Select the BroadWorks service on the User Services screen. 2. Enable the relevant service access level for the user. When the user is provisioned, all features that have been enabled at the customer account level will be added to the user's BroadWorks account. To review the configured features and/or make further customizations, select the service access level. The service access level configuration screen will appear 3. To amend the default settings, enable the Authorized Services property and disable/enable the features to the individual user. Select Apply Changes to save any changes made. 4. The UserID will be pre-populated with a generated user name and BroadWorks Service Provider default domain.

117 User Management Assign a phone number to the user, by selecting one of the available numbers in the drop down list. Once the phone number is provisioned to the user, it cannot be assigned to another user. 6. Enter a password for the user. A password must be entered when the user is first provisioned with the services. When re-provisioning an existing BroadWorks user, you do not need to enter a password and the original password will remain valid. 7. Select Provision. The user's details are saved on the BroadWorks system and the user should be able to use the features Citrix Citrix is an application that enables your computer to access an application that is installed on a server. The application runs on the server but you can use the application like it is installed on your computer. Key Features of Citrix Service: Easy to use Citrix Management screen to group applications, application groups and resources into Customer specific Citrix groups. Setting of applications / application groups / resources as a default. Management of Resources (examples: User Profiles and Home / Shared Drives, Printers). Full control over security permissions Add Citrix Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required user. 3. Select the Services function.

118 118 Cortex Help Guide 4. Select the Citrix Service to configure the user s service settings. 5. Enable the Service Access Level Full 6. Check the Application Groups that the user will have access to. 7. Check the Applications that the user will have access to. 8. Check the Resources that the user will have access to. If a application / group / resources has been configured as a default application at Customer level, the object will already be checked. This value can be manually updated. If no objects have been configured the customer level, Cortex will state that no objects are available under each category heading. 9. Select Provision. The user is now provisioned with the applications and resources. De-provision a user from Citrix To remove the user from Citrix, re-select the user s Citrix service and select de-provision CRM Customer Relationship Management provides the end-user with the tools to create and manage a customer database. It supports and can enhance the sales, marketing and customer service processes that are required to support customers. The service delivers a fast, flexible solution that drives consistent, measurable improvements in every business process, enabling closer relationships with customers and helping to achieve new levels of profitability. Cortex supports CRM by adding and managing user profiles onto the system. Cortex supports CRM versions 3.0 & CRM Add CRM 3 Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required User. 3. Select the Services function. 4. Select CRM Service to configure the user s service settings.

119 User Management 5. Enable Service Access Level 119 Full. 6. Select the "Business Unit" that the user will be added to from the drop down list. The configuration of Business Units is managed in CRM. A user can only be assigned to one Business Unit. Once the user is provisioned with CRM, the Business Unit can not be amended in Cortex. This rule still applies after the user has been de-provisioned from CRM on Cortex as the CRM user account has become disabled on CRM for auditing purposes. A user's Business Unit can be amended in CRM by authorised System Administrator. 7. The "Security Roles" table will be populated with all security roles that have been configured a) to the selected Business Unit and b) made available for selection by your Service Provider. A user can be provisioned to multi security roles in CRM. Use the right hand scroll bar to view and select the user's CRM security role(s). The security role for a user can be amended after the user is provisioned with CRM. De-select and select the new role and select to save the changes.

120 120 Cortex Help Guide 8. Select the "Site" to which the user will belong to. This field is optional and will default to "None" when no site is selected. A user can only be assigned to one site.the user's site can be amended after the user is provisioned with CRM. 9. Select the "Team" that the user will belong to. This field is optional. A User can be provisioned to multi teams in CRM. Use the right hand scroll bar to view and select the CRM Teams. The assigned Team can be amended after the user is provisioned with CRM. 10.Select Provision. The user will be provisioned with CRM and assigned with a CRM licence. TroubleShooting The following error Messages that may arise when provisioning a user with CRM: "Failed to Create / Update User. The maximum number of user licences has been reached" This error can appear after "Provision" is selected. The user cannot be enabled on CRM as all CRM user licences have been assigned to users. De-provisioning a user from CRM will "release" a licence. "Code: 0x80042f09. Description: The user has not been granted any licences or the user has not been assigned any roles.. Type: Platform. Failed to retrieve the business units" The above error can appear after select the CRM service. The Business Unit Table will not be populated with any information from CRM. This error due to insufficient credentials saved on the CRM web service. Contact your Service Provider to update the web service Disable CRM 3 Service for a User Once a user has been added to the CRM system, it cannot be removed. This is due to CRM's auditing system, where it tracks all contacts that have been made to a customer, including who completed the transaction. Cortex allows the end-user to de-provision users from the CRM service, removing the user from the assigned CRM licence and disabling the user account on the CRM server. The CRM user account will not be deleted from the server, even when the user has been deleted off the Cortex system. The Business Unit cannot be amended after the user is de-provisioned from CRM. The CRM licence that has been made "available" can be assigned to another user. A user's Business Unit can be amended in CRM by authorised System Administrator. De-provisioning a User from CRM 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the user that is to be de-provisioned from CRM. 3. Select the Services function. 4. Select the user s provisioned CRM Service. 5. Select Deprovision. The user is de-provisioned from CRM on Cortex. The user account on CRM is

121 User Management 121 disabled CRM Add CRM 4 Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required user. 3. Select the Services function. 4. Select the "Customer Relationship Management 4.0" service (The Instance Name will appear after the Service Name) to configure the user s service settings. 5. Select Service Access Level - "Full" 6. Select the "Business Unit" that the user will be added to from the drop down list. The configuration of

122 122 Cortex Help Guide Business Units is managed either in: CRM 4.0. Cortex user interface when the CRM 4.0 service is provisioned to the customer. A user can only be assigned to one Business Unit. Once the user is provisioned with CRM 4.0, the Business Unit can not be amended in Cortex. This rule still applies after the user has been de-provisioned from CRM 4.0 on Cortex as the CRM 4.0 user account has become disabled on CRM 4.0 for auditing purposes. A user's Business Unit can be amended in CRM 4.0 by authorised System Administrator. 7. The "Security Roles" table will be populated with all security roles that have been configured a) to the selected Business Unit and b) made available for selection by your Service Provider. A user can be provisioned to multi security roles in CRM 4.0. Use the right hand scroll bar to view and select the user's CRM 4.0 security role(s). The security role for a user can be amended after the user is provisioned with CRM 4.0. De-select and select the new role and select to save the changes. 8. Select the "Site" to which the user will belong to. This field is optional and will default to "None" when no site is selected. A user can only be assigned to one site. The user's site can be amended after the user is provisioned with CRM Select the "Team" that the user will belong to. This field is optional. A User can be provisioned to multi teams in CRM 4.0. Use the right hand scroll bar to view and select the CRM 4.0 Teams. The assigned Team can be amended after the user is provisioned with CRM Select Provision. The user will be provisioned with CRM CRM4 Summary The CRM4 Summary screen allows the end user to view the CRM sites that they are provisioned to and the URL that they need to enter to log onto the CRM database. The screen can be accessed via menu options: Services >> CRM 4 Summary. Clicking on the CRM's URL will navigate the user to the CRM database File Sharing The term file sharing refers to the sharing of computer data or space on a network. File sharing allows multiple users to use the same file by being able to read, modify, copy and/or print it. File sharing users may have the same or different levels of access privilege. Setting up an user with File Sharing Service is a two stage process: Provisioning the User with File Sharing Service, and Assigning the User to the Shared Folders via File Sharing Folder Manager

123 User Management Add File Sharing Service to a User Provisioning Users to File Sharing 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required user. 3. Select the Services function. 4. Select the File Sharing service to configure the user s service settings. 5. Enable the user s Service Access Level. The service access level determines what tasks the user can perform in the customer s shared directory. 6. Select Provision. Add Users to File Sharing Folders To add users to the shared directory, the end-user will require access to the Web Hosting Service Administrator role or the Service Administrator role. Users can be added to File Sharing Folders individually or as part of a Security Group. 1. Select the Services icon on the Cortex Menu Bar and select option "File Sharing Manager". 2. Select the File Sharing Folder that the user will have access to. 3. Select the "Permissions" tab.

124 124 Cortex Help Guide 4. Select "Search" to list all of the Customer's Users and Security Groups 5. Select the User or Security Group (Security Groups are displayed within [] brackets). Multiple users/ groups can be selected whilst holding down the Ctrl key. 6. Select "Add". 7. The selected user will appear in the Existing Members list. Select user to view their current security permissions for file sharing. 8. Amend security permissions if required. If "Apply permission to subfolders and files" is selected, the security permissions will be applied to all sub folders and files. 9. Select "Apply" to update the user with the amended permissions. Delete Users from File Sharing Folder 1. Select the File Sharing Folder. 2. Select the "Permissions" tab. 3. Select "Search". The existing user will appear in the Existing Members list. 4. Select the User. 5. Select "Remove". The user will be deleted from the File Sharing Folder security permissions. 6. Select user's provisioned File Sharing Service. 7. Select "Deprovision".

125 User Management Mail Archiving Add Mail Archiving Service to a User 125 There is a pre-requisite that the Exchange 2007 Service must be provisioned to the User s account before the Mail Archiving service can be provisioned. 1. Select the User and select Services. 2. Select Mail Archiving. The Service Access Level Full will automatically be selected 3. Select Provision. The user is now provisioned with Mail Archiving. All s from now on will be journalled to the Archiving mailbox Microsoft SQL Server Microsoft SQL Server is a relational database management system produced by Microsoft. It supports a superset of Structured Query Language SQL, the most common database language. Cortex supports Microsoft SQL Server 2000 & 2005 Hosting. Multiple SQL Server Hosting databases can be provisioned to a customer. The Database's Instance Name appears at the end of the Service description. Example: Microsoft SQL Server <Version> Hosting - <Instance Name> Add Microsoft SQL Hosting Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required user. 3. Select the Services function. 4. Select the SQL Hosting Instance, the URL for the site will be displayed as the Instance Name, to configure the user s service settings.

126 126 Cortex Help Guide 5. Select the relevant Service Access Level for the user. The default SQL Hosting Service Access Levels are: Data Reader Read only access to database (SQL Permission = db_datareader). Full Full access (add/edit/delete) to database (SQL Permission = db_owner). 6. Select the required Authentication: Windows Authentication The Windows password for the user will be used to access the SQL Database. SQL Server Authentication If selected, a user password must be entered. This password should be communicated to the User as it will be required to access the SQL Database. 7. Select "Provision" SQL User Summary Once a user has been provisioned with a SQL Hosting Instance, they will be able to view their connection details on the Cortex user interface. 1. Select the Services icon on the Cortex Menu Bar and select menu options SQL Hosting >> "SQL Hosting Summary". Details of all SQL Hosting Instances that the user is provisioned to will be displayed.

127 User Management Property 127 Description Server Name Server that SQL database has been installed to Database Name Name of SQL database Username User's id Authentication Type Type of authentication that has been provisioned to user Sample Connection String Description of the log-on details for the user Management Interface URL address, set by the SQL database administrator, used to access the SQL database Office Communications Server (OCS) Office Communications Server 2007 delivers streamlined communications for users so they can find and communicate with the right person, right now, from the applications they use most Add OCS Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required user. 3. Select the Services function. 4. Select the Office Communication Server 2007 service to configure the user s service settings.

128 128 Cortex Help Guide 5. Enable the required Service Access Level. More than one service access level can exist for the OCS service. The service access level will determine the specific features that the user can use on the Office Communications Server. 6. Enter the user's telephone number. If the only one Service Access Level enabled and it is configured for the PC to PC communication telephony option, the Line URI property will not appear. 7. Select Provision. The user will be provisioned with OCS Reporting The purpose of the Reporting tool is to organize and present information in a report view using data that has been saved on Cortex and to support the monthly billing process. Cortex Reports are delivered using Microsoft SQL Server Reporting Services from within the Cortex Control Panel.Customer and User data is collated and processed using a combination of DTS packages and SQL databases to produce the reports. By default, all users will have access to the Reports Menu. The user's security role will determine what reports will be displayed for selection. It is common for a user to have no access to view a report(s), the Reports Management screen will advise that no reports are available for selection Cortex Default Reports The Default Cortex Reports that are available for use are: Reseller Reports: Audit Reports: Report Name Description

129 User Management Users Audit Report 129 Objective of the Report: Allow the Reseller to User Status changes; User Property changes and User changes. Billing Reports: Report Name Description Sub Customer Billing Report Objective of the Report: Allow the Reseller to view total number of subcustomers users that are provisioned to a billable Product/Service Report drill-down options are available, to view: Customer Billing Detailed Report Sub Customer Billing Report for sub Reseller Citrix Reports: Report Name Description Application Setup Report Objective of the Report: Allow the Reseller to view the configuration of the Citrix Service related applications and groups. The report is split into four sections: Application Groups - the total number of different types of applications assigned to the group and the number of customers/users that the application group has been assigned to. Applications - the total number of application groups/customers/users that the published Citrix applications has been assigned to. Resource Applications - the total number of application groups/customers/users that the resource application has been assigned to. Resources - the total number of application groups/customers/users that the resource has been assigned to. Exchange Reports: Report Name Description Exchange Sub Customer Usage Report - Summary Objective of the Report: Allow a Reseller to view their sub-customer s usage of Exchange. Report drill-down options are available, to view: Customer Exchange Usage Report. Exchange Sub Customer Usage Report for a sub

130 130 Cortex Help Guide Exchange Sub Customer Usage Report - Detailed Reseller. Objective of the Report Allow a Reseller to view their sub-customer s usage of Exchange and number of mailboxes allocated per Service Access Level. The report's data should match the Summary Report with the additional breakdown on what Service Access Levels have mailboxes been allocated to. Report drill-down options are available, to view: Customer Exchange Usage Report Exchange Sub Customer Usage Report (Detailed) for a sub Reseller User Reports: Report Name Description Customer and Sub Customer Report Objective of the Report: Allows the Reseller to view it's own customer and all of its sub customers' users including: The dates that the user was provisioned to Cortex, de-provisioned and deleted. Customer Reports: Billing Reports: Report Name Description Customer Billing Detailed Report Objective of the Report: Allows the Customer to view it's users and what services that they have been provisioned with. Available to User Administrators. Exchange Reports: Report Name Description Exchange Customer Usage Report Objectives of the Report: Allows the Customer to view its actual resource (MB) usage for Exchange Services. This includes Mailboxes and Public Folders. Report drill-down options are available, to view: Customer Service Access Level Report - displays individual user's usage per Service Access Level. Customer Public Folder Usage Report - displays

131 User Management 131 sub-folder details and actual usage per subfolder. Available to Exchange Service Administrators Viewing the Reports View a Report 1. Select Reporting icon on the Cortex Menu Bar and select "Full screen report". A new browser window will be automatically opened with the "Report List" available. 2. Expand the report sub headings (Audit, Billing, Citrix, Exchange) and select the report that you want to view. 3. The Report Setup Page will be displayed with latest version of the report (yesterday's date). Note: The Cortex user interface extracts the data from the Cortex SQL Database, this may take a couple of minutes for the report to be produced. 4. The report's settings available for amending will be listed, amend if required. 5. Select the required Render type and Zoom % from the drop down lists and select "Generate". 6. The screen will refresh with a new report, defined by the amended settings. If you have selected a non HTML Render format, an File Download command prompt will appear. Printing HTML Reports Cortex allows the end user to print the generated report direct from the user interface 1. Access the report as described above. 2. Select "Print". 3. The Internet Explorer Print function will appear configure print settings as required and select "Print". 4. The report will be printed at the selected printer. 5. To return to the main Report and Report Settings, select "Back" SharePoint Microsoft Windows SharePoint Services is designed to enable your company to publish a web site(s) that can be used to share documents and information with a wide variety of audiences in a controlled manner. Cortex supports Microsoft Windows SharePoint Versions 2 and 3. Multiple SharePoint Sites can be provisioned to a customer. Each instance will include the site s URL within the Service Name.

132 132 Cortex Help Guide Example: SharePoint Site URL address is the Instance Name will be displayed as SharePoint Service aabc.devtest.local Add SharePoint Service to a User 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed. 2. Select the required user. 3. Select the Services function. 4. Select the SharePoint Instance, the URL for the site will be displayed as the Instance Name, to configure the user s service settings. 5. Select the relevant Service Access Level for the user: Admins This will provide the user with full administration rights to the SharePoint site. There must be at least one user with administration rights per SharePoint web site. The SharePoint Role Administrator / Full Control should be selected, allowing the user to have full access to all parts of the SharePoint site. Users This access level should be assigned to all users who are not administrators. Select the relevant SharePoint Role for the user.

133 User Management Select either a Group and/or a Role Membership permission for the user, at least one membership must be selected. The site's Groups will only appear after the SharePoint site has been configured by the SharePoint Site Owner. If the SharePoint site had not yet been configured, only the role memberships will be displayed for selection and the Group Membership field will appear blank. Group Membership roles are only applicable to SharePoint version 3 sites. These membership roles will determine the level of access the user will have within the SharePoint site. 7. Select Provision. SharePoint Roles SharePoint Roles control the different permissions that a user can perform within a SharePoint Site. The roles are managed within the SharePoint site by a Site Administrator.When a SharePoint site is created, four default SharePoint Roles are created. Additional roles can be added to a SharePoint Web site and will be fed through to the Cortex UI for selection. A user can be assigned to multiple SharePoint roles. Default SharePoint Roles Default SharePoint Roles SharePoint SharePoint Ver.2.0 Ver.3.0 Reader Contributor Web Designer Read Contribute Design Administrator Full Control Description Has read only access to the Web Site. Can add content to existing document libraries and lists. Can create lists and document libraries and customize pages in the Web Site. Has full control of the Web Site. Note: The above roles can be different depending on the roles created by your Administrator Add SharePoint Service to an External User The purpose of SQL Authenticated SharePoint sites is to allow non-cortex / AD users to have access to the site. Cortex users can still be added to the site via the Cortex user interface but a username/password must be specified for the user. The following SharePoint options will only be available if the SharePoint site has been provisioned as SQL Authenticated. Add New Users to SharePoint 1. Navigate to the WSS site, and login as a site owner. 2. Click on the Site Actions button, and in the drop-down, select Site Settings This will load the Site Settings page, and you should see a new link in the Users and Permissions column called Create User.

134 134 Cortex Help Guide 3. Clicking on the Create User link will take you to the CreateUser.aspx page. This will allow you to create a new user in authentication provider repository database and also on the current site (configured as a reader at first which you can change later). 4. Enter the basic information to create a new user such as first name, last name, login, , and password. The default setting is for the page to create a random password for you and automatically -mail it to the user, so the site owner will never see it. You can un-check this option and specify a desired password which will also be ed to the user.

135 User Management Accessing the SharePoint Site How to access the SharePoint Site Once a User has been provisioned with the Sharepoint service they should be able to browse the SharePoint site in the same way as any other web site. In the following example we have used the URL ( 1. Enter the SharePoint site name in the address bar of your internet browser, and select GO or hit the Enter key on your keyboard 2. Once the site loads, the site will ask the user to Enter their UPN and password to access the web site. Enter these details and select OK 3. SharePoint will verify the UPN and password. If these are valid, the Home Page of the SharePoint Site will appear SharePoint Sub-sites Within a SharePoint Web Site, sub sites can be created and managed by the Site Administrator. These subsites will use the main site s URL as the first part of their URL. Example: As part of the sub-site set-up process, the Site Administrator can manage the users who will have access to the sub-site, selecting the users from all users that have been provisioned to the main SharePoint Web Site SQL Authenticated Users - Change of Password This applies to SQL Authenticated users only To change your password, complete the following steps:

136 136 Cortex Help Guide 1. Click on the Welcome <user> drop-down, and select the option to change your password. 2. Clicking on this link in the drop-down will take you to the CreatePassword.aspx page. This page allows you to enter your old password, enter a new password, and confirm that new password. The password is then immediate changed, and the next time you log in, you must use your new password SharePoint Add SharePoint 2010 to a User To add a user to a SharePoint 2010 site, navigate to the User Services screen. The SharePoint site will appear with a grey provisioning status button 1. Select "SharePoint [Instance Description]. Opening this service for the first time, may take a while. After the first request is made, all subsequent requests during the active session will be quicker. 2. The Service Access Level - FULL will be enabled. 3. Enable the Group Membership entities that are to be assigned to the end-user. Alternatively, enable the specific roles that the user may have. At least one group or role must be enabled before the user can be provisioned to the SharePoint site. The Groups and Roles that are available for selection will vary depending on what template the SharePoint site has been provisioned with.

137 User Management Select "Provision". Once the provisioning request is complete, the user will be able to log onto the SharePoint site and complete the actions that are controlled by the SharePoint Group and Role permissions Web Hosting Web hosting is a Service that provides your Users with online systems for storing information, images, video, or any content accessible via the web. Web hosting provides space on a server for use by your Customer. Setting up an user with Windows Web Hosting is a two stage process: Provisioning the User with Windows Web Hosting Service, and Assigning the User to the web sites via IIS Manager Add Web Hosting Service to a User Provisioning Users to Windows Web Hosting 1. Select the User Management icon on the Cortex Menu Bar and select menu option Users. All users listed in your selected customer will be displayed.

138 138 Cortex Help Guide 2. Select the required user. 3. Select the Services function. 4. Select the Web Hosting Instance to configure the user s service settings. 5. Select Service Access Level Full. 6. Select Provision. Add Users to a Windows Web Hosting Web Site To add users to the web hosting web site, the end-user will require access to the Web Hosting Service Administrator role or the Service Administrator role. Users can be added to Windows Web Hosting web sites individually or as part of a Security Group. 1. Select the Services icon on the Cortex Menu Bar and select option "IIS Site Manager". 2. Select the web site that the user will have access to. 3. Select the "Permissions" tab.

139 User Management Select "Search" to list all of the Customer's Users and Security Groups 5. Select the User or Security Group (Security Groups are displayed with [ ] brackets). Multiple users/ groups can be selected whilst holding down the Ctrl key. 6. Select "Add". 7. The selected user will appear in the Existing Members list. The two default domain accounts that are automatically created when the web site was provisioned will appear in the list. Select the user to view their current security permissions for the web site. 8. Amend security permissions if required. If "Apply permission to subfolders and files"is selected, the security permissions will be applied to all sub sites and files. 9. Select "Apply" to save the amended security permissions. Delete Users from a Windows Web Hosting Web Site 1. Select the web site. 2. Select the "Permissions" Tab. 3. Select "Search". The existing user will appear in the Existing Members list. 4. Select the User. 5. Select "Remove". The user will be deleted from the web site security permissions. 6. Select the user's provisioned Windows Web Hosting Instance.

140 140 Cortex Help Guide 7. Select "Deprovision". 4.3 User Search User Filter The User Filter Tool Bar appears on the "Users" page. It allows the end-user to filter the User table. 1. Select the keyword to filter on from the drop down list. The keywords that are: Userid UPN Firstname Last Name Location Department 2. Select the alphabetic letter that you want the keyword to start with. The screen will automatically refresh, applying the filter to the Users table. At the top left hand side of the Users table, Cortex will confirm how many users were found after the filter was applied. If more than 20 users exist in the table, Page Navigation buttons will appear at the top right of the Users table. Select these icons to navigate through the Users. 3. To list all Users, select "View All" Advanced User Search The Advanced User Search Tool Bar appears on the "Users" screen and allows the end-user to define the their user searches using additional user parameters. More than one parameter can be selected to complete the User Search. Select "Search" after the parameters are selected.

141 User Management 141 User ID Enter an alphabetical letter to list all users where their User ID starts with the specified character UPN Enter an alphabetical letter to list all users where their UPN starts with the specified character First Name Enter an alphabetical letter to list all users where their First Name starts with the specified character Last Name Enter an alphabetical letter to list all users where their Last Name starts with the specified character Service Select from the drop down list of configured services. All users that are provisioned to the selected service will be listed Access Level Select from the drop down list of Service Access Levels. All users attached to the selected Service Access Level Security Group will be listed Account Status Select the expand arrow to view additional user account status options that can be applied in the user search: Account must be locked

142 142 Cortex Help Guide Account must be disabled Account must be expired Password Expiry Select the expand arrow to view additional Password expiry options that can be applied in the user search: Password must be expired Password must never expire Passwords expire in xx days Additional Options Select the expand arrow to view additional search options that can be applied in the customer search: Location Select from the drop down list of configured Locations. All users that are saved to the specified Location will be listed. Department Select from the drop down list of configured Departments. All users that are saved to the specified Department will be listed Smart User Search The Smart Search functionality is available throughout the Cortex user interface in the User Management Tool Bar. Using Smart Search to search for a specific User 1. Select the search Filter : Name select this filter if you know the User's Name. UPN select this filter if you know the user's UPN.

143 User Management Start entering the User's Name/ UPN in the Search field. Cortex will automatically display all users within the selected customer that match the values that have been entered in a drop down list. The user's UPN will be is displayed in brackets depending on the search filter selected. The drop down list will continue to refresh with matched results if more characters are entered in the input field. 3. Select the required User from the drop down list and select Go. The screen will be updated with the selected user s details. 4.4 User Functions The User Functions screen allows the administrator to perform specific actions on a user. To access User Functions screen 1. Select the User Management icon on the Cortex Menu Bar and select "Users". 2. Select the required user, the User Functions screen will appear. The following user functions are available: Function Description Services Edit User Manage and configure the user's services. Amend user's properties (User details, Addresses & Account Settings)

144 144 Cortex Help Guide Disable / Enable Impersonate Delete Copy User Disables the user's account. If a user is disabled, Enable function will be displayed. Impersonate an user and navigate through Cortex as that user. Deletes the user's account from the system. Creates a new user, using an existing user's details, including the user's configured services as a base input. De-Provision User will no longer be able to use the services. Provision Provisions the user with Cortex, the user will become fully enabled. Generic information regarding the user's account will appear under the "Account Status" section such as Password Expiry Date Edit User To amend an existing user's details, the "Edit User" function should be used. This function should be used when a User Administrator needs to reset a user's password or unlock their user account. 1. Navigate to the customer's Users page. 2. Select the user to display the User Function screen. 3. Select "Edit User". 4. The User Properties are displayed. Make the necessary changes. A) User Details UPN - The user's User Principal Name. Can be used for logging onto the different systems. Username - cannot be edited after the user is created. First Name - user's first name Last Name - user's surname Display Name - The user's display name. This will be displayed within Cortex and provisioned services Additional User Properties - Select the link to edit other user properties including the user's address, telephone contact numbers, organizational information. B) Password Reset The user's password can be reset to a new password if they have forgotten their old password. C) Account Settings Under "Account Settings", the user's account setup can be changed. If the user has locked themselves out of the Cortex system, the User Administrator can unlock the account by enabling the "No" radio button for "Account Locked" and selecting Provision. Any security changes to the user's account can made by selecting "Advanced Options" with additional roles being added to the existing user's profile. D) Addresses

145 User Management 145 Additional addresses can be added or removed from the user. Remember to select "Update" to save the changes before selecting "Provision". 5. Select "Provision' to save the changes Disable / Enable Disabling a User 1. Navigate to the customer's Users page. 2. Select the user to display the User Function screen. 3. Select "Disable". The user will become disabled and will appear with a screen. icon on the Users When the user is disabled, they will not be able to access any of the services that have been provisioned to their user account and will not be able to log-on to the Cortex Control Panel. The user's services cannot not be managed by a User Administrator whilst the user is disabled. Enabling a User When a user has been disabled, the disable option will be replaced with "Enable" on the User Functions screen. 1. Navigate to the customer's Users page. 2. Select the user to display the User Function screen. 3. Select "Enable". The user's account will become enabled again. The user will be able to access all the services that have been provisioned to the user account and log onto the Cortex Control Panel Impersonate Impersonate a user allows you to see what the user can access / view within the Cortex user interface. It is a good tool to use when troubleshooting an end-user's system problem. To impersonate a user, you must have full User Administrator security rights. 1. Navigate to the customer's Users page. 2. Select the user to display the User Functions screen. 3. Select "Impersonate". The impersonation will take immediate effect and the Cortex system will navigate directly to the Home Page for the impersonated user. The Cortex screen will display the impersonation details on the top right, between the Cortex Menu Bar and the main window.

146 146 Cortex Help Guide To return to your own user account, click on your Display Name next to "Return to:" or select the logout icon on the Cortex Menu Bar. Cortex will navigate back to the customers Users screen. Note: When impersonating a user, you cannot impersonate another user. This is true even if the user that you are impersonating has full User Administrator security rights Delete The Delete function will permanently remove the user from Cortex user interface. To delete a user from the Cortex system, the user must first be de-provisioned. The delete function will not be available until the user is de-provisioned Navigate to the customer's Users page. Select the user to display the available user functions. Select "Delete". The system will verify that "you want to delete this user?". Select Yes. The user will be deleted from the Users screen. Note: If only one user exists on a customer, the "delete" function will remain disabled even when the user's status is de-provisioned Copy User The Copy User function allows Full User Administrators to create new users by copying an existing user's profile. The default details that are copied from the original user are user account settings and the configuration of services. 1. Navigate to the customer's Users page. 2. Select the user that you want to copy to your new user to display the User Function screen. 3. Select "Copy User". 4. The New User wizard will appear under the original user name. Under "Account Settings" the account and security configurations that are set on the original user's profile, will appear on the new user's account. These settings can be overridden. The Addresses section will not be pre-populated with data. The Administrator should add an address for the user. If no address is entered, Cortex will add the user's UPN to the table as the user's primary address. A new section called "Copy Services" will appear, displaying the services that the original user has

147 User Management 147 been provisioned with. 5. Enter the new user's details 6. Click the heading "Copy Services", de-select any services that you do not want to be provisioned to the new user. 7. Select "Provision" to save the changes. The user and the selected services will be provisioned. For some services (e.g. SQL Hosting), additional configuration is required and the service will appear on the User Services screen with a blue provisioning status. These services need to be manually provisioned before the user can access them. Notes: When provisioning Hosted Exchange to a new user via Copy User function, the primary address will default to the new user's If populated, the values in additional user properties "Title" and "Web Page" will be copied across to the new user De-provision Warning!! The de-provision function will delete the user's account and remove the user from all of it's provisioned services. User information such as the user's Exchange mailbox will be permanently deleted Navigate to the customer's Users page. Select the user to display the available user functions. Select "De-Provision". The system will verify that "Do you want to de-provision this user?". Select "Yes". The user will no longer be able to use any of its provisioned services or be able to log onto the Cortex interface. The user's provisioning status on Cortex will change to grey (de-provisioned). To remove the user completely from the system, select the "Delete" function. Once a user is de-provisioned, the only user functions available to manage this user are: Edit / Delete / Provision. A de-provisioned user's details can be used to copy and create a new user. De-provisioning a User versus Disabling a User De-provisioning a user may appear similar to disabling a user however it is NOT, with two very important differences: Disabling a User disables the user s Active Directory account whereas de-provisioning a user deletes the user s Active Directory account. Disabling a user does not remove any services from the user whereas de-provisioning permanently removes all services from the user *** If in doubt disable, do not de-provision! ***

148 Cortex Help Guide Provision Provisioning an existing user The "Provision" function allows an enabled user and its associated services to be re-provisioned. In most cases, this function is used if something is not working as expected for the user, and to ensure that the user has been provisioned correctly. A disabled user can be re-provisioned, but will remain disabled until the "Enable" function is selected. 1. Navigate to the customer's Users page. 2. Select the user that you want to re-provision. 3. Select "Provision". The user and it's attached services will be re-provisioned. Provisioning a de-provisioned user Provisioning a de-provisioned user can be done via: The "Edit User" function The "Provision" function For both functions, the "Password Reset" section will be fully expanded and a new password must be specified before selecting "Provision". The re-provisioned user will not be assigned to any services Account Status The Account Status section displays information about the user s account and password status. The data displayed is cached and any recent changes to the user may not be reflected on the screen immediately. Selecting "Refresh Account" will query the user's current account status and re-display it. Account Locked: "Account Locked" is displayed when the user's account has been locked. This occurs if a user has had three failed attempts at logging on to Cortex. To unlock an account, select "Edit User" and reset the Account Locked settings under "Account Settings". The user account will unlock automatically after ten minutes at which point the user can re-attempt to log on.

149 User Management 149 Password Expiry Date: Displays the user's password expiry date when the expiry date has been met. The first time that the user attempts to log on to the system after the expiry date has passed, Cortex will request a change of password Account Expiry Date: Displays the account expiry date at all times if the user has been set up with an account that has a defined end date. When the date has been passed, the user will not be able to log on to Cortex and their provisioned hosted services. 4.5 Multiple User Provisioning The Cortex Control Panels allows user administrators to complete a specific transaction on multiple users. 1. Select the User Management icon on the Cortex Menu Bar and option "Users". 2. Search for the customer users that are to be amended, using the Customer Management search function. 3. Select the eapand arrow for the "Multi User Selection" Tool Box. The box will expand and display all of the user functions that can be applied to multiple users. The Users table will be updated with a new column of check boxes. Multiple User Description

150 150 Cortex Help Guide Functions Select All Users Clear All Users Services Disable Enable Provision De-Provision Delete All users attached to the customer will be selected. All users attached to the customer will be de-selected. Provision a service (basic version) to all selected users. Disable all selected user's accounts. Press PF5 to refresh the screen and the user icons. Enable all selected user's accounts. Press PF5 to refresh the screen and the user icons. Provision all selected users. De-provision all selected users. Delete all selected users. 4. Check the required users. 5. Select the required function. A bulk provisioning request will be generated for all users. For the "Services" function, the Control Panel will navigate to "User Services - Multiple Users" screen. All of the services will appear with a blue provisioning status. Select the service that you want to provision to the users, complete the necessary changes and select "Provision". The service provisioning status will change from blue to green. If "De-provision" is selected the provisioning status will change from blue to grey. Note: Only generic service settings can be selected when provisioning to multiple users such as Service Access Levels. To configure specific service settings that only apply to an user, use the User Services screen.

151 User Management Bulk User Import The Bulk User Import functionality can be used to: Create and provision a large number of new users in a single transaction Import bulk changes to existing users. For example - Organizational restructure The process is a three phase approach, which involves saving a system generated template in Excel, inputting the necessary data and importing the template back into the Cortex System. The Bulk User Import functionality is a fast way to create and update multiple users within a customer, however it does not support the provisioning of services to a user. To add services to a user, use the user function "Services". By default, the Bulk User Import processing occurs in the front end of the system however Cortex allows Bulk User Import to complete it's processing in the back-end of the system. This will depend on your Service Provider's configuration but can easily be identified by the number of functions available on the Bulk User Import Page Warning!! To ensure that the functionality works effectively, do not rename the Excel Template column headings or leave blank rows between user accounts. The functionality is compatible with Excel versions 2000, 2003 & Download Excel Templates (Bulk User Import processing completed in the front end of the system) 1. Select the User Management icon on the Cortex Menu Bar and select option "Bulk User Import".

152 152 Cortex Help Guide 2. Select the template that you want to download and use: "New Users Template " - for a blank excel template that you can new users to "Existing Users Template " - for a populated excel template containing all of the customer's existing users information Hint: If you are not sure of the data inputs for a new user, download the Existing User Template and add the new users under the existing users data, referring to the existing users data for type of data that should be inputted. 3. Select either "Open" or "Save". The template file must be saved before importing it back into Cortex. Download Excel Templates (Bulk User Import processing completed in the back end of the system) 1. Select the User Management icon on the Cortex Menu Bar and select option "Bulk User Import". 2. Select the template that you want to download and use: "New Users Template " - for a blank excel template that you can new users to "Generate Template " - for a populated excel template containing all of the customer's existing users information. The excel spreadsheet will not be generated straightaway. Cortex will generate the Excel spreadsheet in the back end environment and advise the user to return to the screen after a couple of minutes to see if the file is ready for download. After several minutes, return to the Bulk User Import screen, Cortex will advise whether the file is ready with a Generate status and a date/time stamp. Select "Existing Users Template " to open/save the template in Excel. Hint: If you are not sure of the data inputs for a new user, download the Existing User Template and add the new users under the existing users data, referring to the existing users data for type of data that should be inputted. 3. Select either "Open" or "Save. The template file must be saved before importing it back into Cortex. Add User Information to Excel Spreadsheets To assist with data input, Row 1 of the spreadsheet is populated with the data items, additional help comments for a data item are marked with. Move your mouse over the column's heading to view the additional comments. 1. Add new users to the spreadsheet, do not leave blank rows between Row 1 and users. For the user's account details, select a value from the cell's drop down list. For New Users, ensure that a password is entered. 2. If amending existing users, change the appropriate details for the impacted users. Users that do not require editing can either be left on the spreadsheet or deleted from the template. Note:

153 User Management 153 The Location & Department values must be present on Cortex if changing these values. If the values are not present on Cortex, the user will be assigned to the default setting - Unassigned. 3. Save all changes made to the Excel spreadsheet. Close the spreadsheet. Import Updated Excel Template into Cortex and provision the changes 1. Re-select the User Management icon on the Cortex Menu Bar and select option "Bulk User Import". 2. Select "Browse" and locate the saved Excel file. 3. Add a description (optional) to help identify the file and select "Upload". 4. Cortex will verify the specified file and refresh the screen with the file's details. The Bulk User Import list will expand as more files are uploaded onto Cortex. 5. Select the request to review the import details. The function "Download " can be used to download a copy of the uploaded file. This function can be used to create customized templates

154 154 Cortex Help Guide The function "Delete" will delete the file from the Bulk User Import File list when it is no longer required. 6. Select "Import" to validate the user information. 7. The Bulk User Import screen will appear listing all New Users to be added to the Cortex system. If changes have been made to existing users, select the "Existing Users" radio button to display all existing users. Any validation errors will be highlighted with a information for the error. Hover over the icon to view detailed By default, all users will be selected for user import. De-select users that you do not want to be imported on to Cortex. Un-edited users that remain selected will be re-provision but no changes will be made to the user 8. Select "Save" to complete the user import and update Cortex with the latest changes. Cortex will navigate back to the Bulk User Import List. Select "View" to view detailed information regarding the provisioning request. The bulk User import is a fast way to import create and update multiple users in both database and Active Directory, it does not give the users any services. To apply users services to a User you will need to use the Cortex Administration interface, click here to view how to add User services Configuration Cortex allows the User Administrator to effectively report and manage user accounts. On the Configuration screen, the User Administrator can configure two Cortex generated outputs. These are: Expiry Report - A daily report that is automatically sent to a Customer's User Administrator listing the number of users per account status

155 User Management 155 Notification Report - A that is sent to all users within a Customer where their password is set to expire within a defined number of days. A summary report is sent to a Customer's User Administrator Both reports can be configured at the same time on the screen. Configuring the Expiry Report The Expiry Report assists the User Administrator with managing user accounts where: Passwords have been set to not expire User Accounts where the user's password has expired User Accounts that are locked due to unsuccessful log-on attempts User Accounts that have been disabled The report's configuration can include one or multiple selection of these conditions. The report is generally produced overnight, the exact timing is set by your Service Provider. For security reasons, the report will only advise the number of users that have met the specified condition. To identify the user's name, a advanced search must be performed on the Users screen. 1. Select the User Management icon on the Cortex Menu Bar and option " Configuration". 2. Select "Yes" for the Expiry Report. This will enable all of the user account conditions that can be applied to the report. 3. Select the required conditions, at least one must be selected, that you want to be applied to the report by selecting "Yes". 4. For the condition "Users with passwords that expire in..", select "Yes" and specify the number of days. 5. Specify the user administrator's address that the report will be sent to on a daily basis.

156 156 Cortex Help Guide 6. If you want to send the report to more than one User Administrator, create a Exchange Distribution Group and add the Distribution Group's address to the setting. 7. Select the language that the report will be printed in from the drop down list. 8. Select "Save". The report will be produced at the next scheduled point of time. Configuring the Notification Report The Notification Report consists of an being sent to any user whose password is due to expire within the configured number of days. The Cortex system runs a daily process that collates the impacted users before sending an to the users. The notification will be sent to the user's primary address. In addition, a summary report is generated and sent to the configured User Administrator's address. The report will list: All users where the Password Notification was sent successfully to their primary address All users where the Password Notification was not sent because no address was configured The and report is generally sent to the users overnight, the exact timing is set by your Service Provider. A user will continue to receive the daily until a) they change their password or b) their password expires. 1. Select the User Management icon on the Cortex Menu Bar and option " Configuration". 2. Select "Yes" for the Notification Report. 3. Select "Yes" for condition "Users with passwords that expire in.." and specify the number of days. 4. Specify the user administrator's address that the Notification Summary Report will be sent to on a daily basis. 5. If you want to send the report to more than one User Administrator, create a Exchange Distribution Group and add the Distribution Group's address to the setting. 6. Select the language that the s and report will be printed in from the drop down list. 7. Select "Save". The user and report will be produced and distributed at the next scheduled point of time. 4.8 Locations & Departments The Location and Department screens allow the Customer User Administrator to add and manage Locations and Departments for the customer. These screens are available under the User Management icon on the Cortex Menu Bar. The customer's users can be assigned to a Location and/or Department using the Edit User feature. Reseller Administrators cannot add Locations/Departments directly to their sub customers. To do this, the sub customer's user administrator must be impersonated.

157 User Management Locations A customer can be set up with a structured organisational structure using Locations and Departments. Once Locations and Departments have been configured for a customer, its users can be assigned to the different categories. By assigning users to Locations and Departments will determine where the user's Active Directory details will be stored. Add Locations to a Customer 1. Select the User Management icon on the Cortex Menu Bar and menu option "Locations and Departments". 2. The Locations screen will appear by default. If the Departments screen appears, select "Locations" in the "Related Pages" tool box. 3. By default, the Location "Unassigned" will appear. Select "Add" to create a new location. 4. Enter the new Location's name and select "Add". 5. The new location has now been added to the Customer. When creating/editing a user, the Location drop down list will include the new location. Users can now be assigned to the location. Edit an existing Location 1. To edit an existing Location, navigate to the Locations Tab. 2. Select "Edit" beside the Location Name that is to be amended. 3. Complete amendments in the text box and select "Update" to save the changes. The Location Name

158 158 Cortex Help Guide has now been amended. Delete an existing Location A location can only be deleted from the Cortex system when no users are attached to it and the "Delete" option is displayed. 1. To delete an existing Location, navigate to the Locations Tab. 2. Select "Delete" beside the Location Name that is to be deleted. 3. The system will confirm that "you are sure you want to delete this record?". Select "OK". The Location is deleted from the system and will not appear in the drop down list on the User Properties Tab. To identify what users are assigned to a location, use the Advanced User Search tool box and "Advanced Options" on the Users screen Departments A department can be configured to multiple locations when assigned to a user. Example: User One has been assigned to Location A and Department Z User Two has been assigned to Location B and Department Z Add Departments to a Customer 1. Select the User Management icon on the Cortex Menu Bar and menu option "Locations and Departments". 2. The Locations screen will appear by default. Select "Departments" on the "Related Pages" Tool Bar to navigate to the Department's screen. 3. By default, the Department "Unassigned" will appear. Select "Add" to create a new department. 4. Enter the new Department's name and select "Add". The new department has now been added to the Customer. When creating/editing a user, the Department drop down list will include the new department. Users can now be assigned to the department. Edit an existing Department 1. To edit an existing Department, navigate to the Departments Tab. 2. Select "Update" beside the Department Name that is to be amended. 3. Complete amendments in the text box and select "Update" to save the changes. The Department Name has now been amended. Delete an existing Department

159 User Management 159 A department can only be deleted from the system when no users are attached to it and the "Delete" option is displayed. 1. To delete an existing Department, navigate to the Departments Tab. 2. Select "Delete" beside the Department Name that is to be deleted. 3. The system will confirm that "you are sure you want to delete this record?". Select "OK". The Department is deleted from the system and will not appear in the drop down list on the User Properties Tab. To identify what users are assigned to a department, use the Advanced User Search tool box and "Advanced Options" on the Users screen. 4.9 User Sync Function The User Sync feature allows the a customer to manage their users on their existing domain controller but link these users to the hosted services that are available on a Service Provider's Control Panel. This is achieved setting up an interface between the customer's Domain Controller and the Hosted Domain Controller. The interface is a one way feed, where any user updates that are made on the Customer Domain Controller are fed through to the Hosted environment. The users Active Directory accounts are duplicated within in the hosted domain and the services are configured to these replica user accounts. When a user changes their passwords in their own Domain, the password change is updated in the hosted domain. Sync'd users' active directory properties cannot be amended on the Control Panel, any user change must be completed in their existing domain controller. Adding an address and/or a Cortex security role is allowed on a User Sync user. Limitations: There are some known limitations with the User Sync Tool: Cannot use the Copy User functionality for a synced user The Enable & Disable User functions on Cortex will not have any affect on the user's status in the customer's active directory. There is no data being passed back to the customer's environment. Changes to Group management, ie. moving users into a group, will not be passed to Cortex. An actual change needs to take place on the user's AD properties for the change to be passed through User Sync Download The User Sync Tool must be downloaded onto the customer's Domain Controller. Once the User Sync Service is provisioned to the customer, the customer's Service Administrator will be able to access the User Sync's installer from the User Sync Download page on the Control Panel. To access this screen, select the User Management icon and select "User Sync Download". Downloading the User Sync Tool

160 160 Cortex Help Guide 1. Select the correct Windows version that is running on the Domain Controller (this is the Domain Controller on customer's server) and click on "Download". 2. Select "Run". 3. Select "Run". 4. Select Next. 5. Accept the terms and conditions of installing the Cortex User Sync tool. 6. Ensure that the Customer property is populated with your CustomerShortName. Enter the Password for the Administrator user. Select Next. 7. The Cortex Sync Tool now needs to be configured with what information should be passed from the Active Directory to the Control Panel. By default, password changes are always enabled. Enable "Watch for changes to users" if user properties changes are to be submitted to and sync'd with the Control Panel. The frequency of the Sync User actions can also be adjusted. The default value is 5 seconds. Select Next.

161 User Management The wizard allows the Administrator to define which User Groups will be excluded/included by the User Sync Tool. To search for a Group, enter a Group Name and select "Find Now". Results from the Search will be displayed in the "Groups Found" property. Click on the Group and select "Add" to for either Exclude users or Include users. Select Next. 9. The wizard will confirm the connection details for the Cortex Tool to connect to the hosting environment. Do not change these settings as it may stop the User Sync tool from working successfully. Select Next, the wizard test the connectivity to the hosting environment using the specified parameters. If no error message appears and the wizard navigates to the Destination Folder step, the connectivity to the hosted environment is working. 10.Enter the destination folder where the Cortex User Sync Tool will be installed. The default setting is C: \Program Files\Cortex Sync\. Select Next. 11. Select Install to commence the installation. Once the installation is complete, select "Finish" to exist the Setup Wizard. To start the Cortex User Sync Tool, the Domain Controller needs to be re-started. Once the Domain Controller is restarted, all users that are already saved in the Active Directory will appear in the Cortex Control Panel.

162 Cortex Help Guide Change user's status from AD Sync to Hosting An AD sync user's status can be updated so that it can become a hosting user, where there user account on the control panel is no longer sync'd with the remote domain controller and the user's details and password will managed in Cortex. 1. Select Edit User for the user that you want to disable AD sync on. 2. At the top of the User Details screen, the control panel confirms that the user is an AD sync'd user. Click on "Disable AD Sync" 3. The control panel will verify that you want to remove AD sync from the user's account. Select OK if you want to proceed with the change. The control panel's page will refresh and remove the AD Sync User wording at the top of the iframe and the user's details are now editable. 4. Select Provision to update the user account. (This should be selected even if not changes were made to the user's properties). 5 OU Management Cortex allows the management of a customer's organizational structure to be delegated to the customer's administrator. Two additional screens will be available to the administrator: Customers >> Organizational Structure Configuration >> User Groups An organizational unit (OU) acts as a container for storing objects such as users and groups. These screens allow the Customer to create its own organization units so that users, distribution group, contacts and resource mailboxes can be assigned to them. The Administrator is also able to assign specific user permissions to its defined organization units. Example: A customer has three OUs; Sales, Marketing and Support. A user security group is created which has User Administrator rights for the Sales and Marketing OUs. This user security group is assigned to User A. User A can create and manage users in the Sales and Marketing OUs. The user can create and move users into the Support OU but cannot view or manage any further changes to these users as the user does not have access to complete user permissions for the Support OU. The customer must be configured with the advanced customer property "Organizational Structure" set as "User Specified" before the customer administrator can access the OU Management screens.

163 OU Management Organizational Structure The Organizational Structure screen allows the end customer to manage its objects into different containers (OUs) according to their security and administrative requirements. Create a Organization Unit for a Customer 1. Select Customers >> Organizational Structure from the Main Menu. (If this menu option does not appear, your customer account has not been set up to allow management of customer OUs. Please refer to your Service Provider.) 2. For each customer, the root Organization Unit will be displayed as "Customer Base". This OU cannot be removed or renamed on Cortex and all OUs created will be saved underneath this root OU. To add a container directly under the root OU, ensure "Customer Base" is highlighted and "\" is displayed for the Full Path. 3. Enter the new organization unit's name and select "Create" To create a sub OU under an existing OU, highlight the parent OU under "Structure Selection". The Full

164 164 Cortex Help Guide Path property will be updated. Add the sub OU to the parent OU. Rename or delete a Organizational Unit 1. Select Customers >> Organizational Structure from the Main Menu 2. Under "Structure Selection", highlight the organization unit that is to be renamed or deleted 3. If the organization unit is to be renamed, edit the current name in "Current Container" and select Update 4. If the organization unit is to be deleted, select Delete. The control panel will request confirmation that the OU is to be deleted, select OK.. Any user objects that were assigned to this OU will be moved to the root customer OU ("Customer Base") where the customer's User Administrator can manage the user account. 5.2 User Groups User Groups allows specific security permissions to be assigned to a specific organization unit within a customer. It allows a customer to delegate user administration rights to a specific container/ organization unit. Example of a scenario where the User Groups functionality could be applied: A customer may want to delegate user administration rights to a nominated user within a department. This user can only manage users within the department as well any exchange objects that are assigned to the department. The user will not have access to manage other objects that exist for other departments within the customer. The Customer Administrator would need to: 1. Create the organization units that represent the company departments 2. Assign users to the different organization units 3. Create a user group for each organization unit. These user groups will have specific security permissions assigned to them. 4. Assign the user group to the nominated user. This user will inherit the security permissions for the specified organization unit. Create a User Group 1. Select Configuration >> Manage User Groups from the Main Cortex Menu (alternatively, select the User Groups link on the Organizational Structure screen). 2. Select "New Role"

165 OU Management Add a Name for the User Group. This value will be displayed in the Edit User screen so should be meaningful 4. Add a description for the role (optional). 5. Select the security role that will be assigned to the group. If the "Standard Roles" radio button is enabled, the drop down list will display only the Administration roles. If "All Roles" radio button is selected, all roles will be displayed. If the user group requires more than one security role assigned to the group, assign the first user group with security role "A" and then create a second User Group with security role "B" and which also inherits the first user group (refer to step 6). 6. Enable existing user groups which you want to be part of the new user group in Existing Group Members. The new user group will inherit the security and OU permissions of the selected groups. 7. Enable the organization unit(s) that the user group will be able to view and manage. There may be up to four types of permissions that can be applied to the OU. To add a specific permission, continue to click the radio button until the permission is displayed: None - the user will not be able to view objects in this OU Container - the user will be able to view and manage objects within the selected OU only Sub Containers - the user will be able to view and manage objects in the container's sub OU's only. They would not be able to manage the objects in the parent container. If selected, the permission controls for the sub OUs are greyed out.

166 166 Cortex Help Guide Container & Sub-Containers - the user will be able to view and manage objects on the selected OU and its sub OUs. If selected, the permission controls for the sub OUs are greyed out. 8. Select "Save" to save the User Group on the Control Panel. The user group can now be assigned to a user via Edit User. 6 Service Administration Features 6.1 Exchange Public Folders Exchange Public Folders are set up when Hosted Exchange is provisioned to a customer. A root public folder will be created for the customer. The naming format of the root folder will be dependent on the Service Provider's configuration settings but may appear in the format of either a) the primary domain name or b) short name of your company. The Public Folder screen is available to all Full Customer Service Administrators when Hosted Exchange is provisioned to a customer. The screen provides end-users with the ability to create, manage and delete sub-public folders. The public folders will be displayed in Outlook under the Public Folder Menu. Public Folders can be mail enabled, allowing users to send directly to the Public Folder. Full Customer Service Administrator have access to manage Public Folders in Outlook. The Public Folder screen is split into three tabs: Folder Management Mail Permissions (only available to Exchange 2007 and 2010 users) A) Folder Management

167 Service Administration Features 167 Create a Public Folder 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> Public Folders. The Public Folders screen will be displayed. 2. Select the Root Public Folder Name, the Public Folder Management Tab will appear. The root public folder is created when the exchange service was provisioned to the customer and normally appears as the Customer Short Name. The root public folder cannot be deleted or renamed. 3. Enter the new sub-folder's name. 4. Select Create. The Public Folder tree structure will refresh and the new sub-folder will appear. Rename a Sub Public Folder The Root Public Folder cannot be renamed. 1. Select the Public Folder that is to be renamed. 2. Enter a new folder name. 3. Select "Rename". The Public Folder tree structure will refresh and the new amended sub-folder's name will appear. Delete a Sub Public Folder

168 168 Cortex Help Guide The Root Public Folder cannot be deleted. It will only be deleted when Hosted Exchange is de-provisioned from the customer. 1. Select the Public Folder that is to be deleted. 2. Select "Delete". 3. Select "OK". The Public Folder Folder tree structure will refresh and the deleted folder will be removed from the directory structure. B) Mail Mail Enable a Public Folder All Public Folders can be mail enabled, where s can be sent directly to the Public Folder. Each public folder can have one primary address and multiple aliases. 1. Select the Public Folder that is to be mail enabled. 2. Navigate to the "Mail" tab. 3. Select "Enable Mail". The Public Folder address table will appear. 4. Select "Add". 5. Enter a address for the Public Folder and select "Update"

169 Service Administration Features Select "Save s" to capture the changes. The Public Folder is now mail enabled and "Send As" / "Hide from Address Book" permissions can be configured on the public folder (only applicable to Exchange 2007 and 2010) Disable a Mail Enabled Public Folder 1. Select the required Public Folder. 2. Navigate to the "Mail" tab. 3. Select "Disable Mail". The Public Folder is now non-mail enabled. C) Permissions This Tab will only be displayed if the customer has been provisioned with Exchange 2007 or Permissions applied will only be configured to the selected public folder. The permissions will not be inherited by any sub-folders of that public folder. Remove a Public Folder Address details from the Global Address List The Cortex Control Panel allows the Exchange Service Administrator to control whether the public folder's address details are displayed on the Global Address List in Outlook. 1. Navigate to the "Permissions" Tab. 2. Enable the "Hide from Address List" option.

170 170 Cortex Help Guide 3. Select "Save Permissions" to save the changes. The Public folder will not appear in the customer's Global Address List. Note: If a Public Folder is set to "Hide from Address List", any users that have been given "Send As" permissions to the Public Folder will not be able to send mail using the Public Folder's address. The following error message appears: "You are not allowed to send this message because you are trying to send on behalf of another sender without permission to do so. Please verify that you are sending on behalf of the correct sender, or ask your system administrator to help you get the required permission." Restrict the Public Folder's incoming mail to users within it's organization Public Folders can be configured to only accept incoming that is sent from users who are within the public folder's customer organization. This prevents the public folder from being inundated with external "spam" Navigate to the "Permissions" Tab. 2. Enable the "Senders require authentication" option. 3. Select "Save Permissions" to save the changes. Apply "Send-As" permissions to a public folder A Public Folder can be assigned with "Send As permissions where the assigned user can send out an with the Public Folder's details appearing as the "From Recipient". From the target audience's perspective, it will appear that the has come direct from the Public Folder and any responses will be sent direct to the Public Folder's inbox. To enable 'From" option in Outlook, select here 1. Navigate to the "Permissions Tab". 2. Select "Find" to search for all mail enabled users. Select the user(s) that will be able to send using the Public Folder's address. 3. Select "Add". To remove an existing user from the "Send As" Permission list, select the user and click "Remove". 4. Select "Save Permissions" to capture the changes Contacts Cortex provides end-customers with the ability to add external contacts to their company's Global Address Lists. Users are able to amend the Contact's details and assign them to company distribution groups. Provisioned Exchange users are able to view the Contact's details on the Global Address List in Outlook Client and send s to them. The Exchange Contacts screen is available to all Full Customer Service Administrators when Hosted

171 Service Administration Features 171 Exchange is provisioned to a customer. Create a Contact 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> Contacts. The Contacts screen will be displayed. 2. In the Contact Management Tool Box, select "New Contact". 3. Enter the Contact's details. Fields marked with an * are mandatory. 4. Enable "Hide from Address Lists" if you do not want the Contact to appear in your company's Global Address List on Outlook / OWA. 5. Select "Save". The Contact will be listed on the Exchange Contact screen. Amend an existing Contact 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> Contacts. The Contacts screen will be displayed. 2. Select the Contact that you what to amend. 3. Update the Contact Details screen with the required changes. Select "Save". Delete a Contact

172 172 Cortex Help Guide 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> Contacts. The Contacts screen will be displayed. 2. Select the Contact that you what to remove from Cortex and the company's Global Address List. 3. Select "Delete". The contact will be deleted from the customer. Hide from Address List Property Enable the "Hide from Address List" if the contact is not to be displayed within the organization's Global Address List on Outlook/OWA. There are scenarios where a Contact may need to be added to an organization's distribution group but should not appear in all mail user's address book Distribution Groups A Distribution Group allows a collection of users, contacts and other distribution groups to be aggregated within a single group and associated with one address. An is sent to the one address, Distribution Group address, but is received by all users/contacts that are attached to that specified Distribution Group. Cortex provides end-customers with the ability to create and manage Global Distribution Groups. All Exchange users will have access to view their customer's Distribution Groups on Outlook under Global Address List. A Distribution Owner can be assigned to a group, this can be either a exchange enabled user or a security group. The Distribution Owner has permissions to add/remove group member via Outlook. This is an optional feature. Multiple Distribution Groups can exist with a Customer's Global Address List and users can be assigned to more than one Distribution Group. Users can be added to a Distribution Group via Distribution Groups Screen or when provisioning a user with Exchange. The Distribution Groups screen is available to all Full Customer Service Administrators when Hosted Exchange is provisioned to a customer. Create a Distribution Group Distribution Group Advanced Features Manage Users in a existing Distribution Group Delete a Distribution Group Create a Distribution Group 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> Distribution Groups. The Groups screen will be displayed.

173 Service Administration Features Select "New Distribution Group" from the Group Management Tool Box. 3. Enter a "Group Name" for the Distribution Group. Ensure Group Type for "Distribution" is enabled. 4. Select "Save".

174 174 Cortex Help Guide 5. Enable "Hide from Address Lists" if you do not want the Distribution Group to appear in your company's Global Address List on Outlook / OWA. 6. Select "Find" to list all users. By entering a user name, the search will be narrowed. 7. Select the users/contacts that are to be added to the Distribution Group. Users are marked with icon, contacts are marked with icon, public folders are marked with icon and existing distribution groups are marked with icon. 8. Select "Add". The selected users/contacts will appear under the sub heading "Existing Group Members". 9. Select "Add" to create a address for the Distribution Group. 10.Enter an address and select the required domain from drop down list. 11.Select "Update" to save changes. Note: The Name value automatically populates the Mail Alias field. This field can be overridden. 12.For Exchange 2007 users only, an additional field will be displayed under "Mail Alias" called "Senders - Require Authentication". Enable this field if you want to prevent messages that originate from

175 Service Administration Features 175 outside of your organization from being delivered to the distribution group 13.Select "Save". The new Distribution Group will be displayed on the Distribution Group Page and will appear in the Global Address List on Outlook. Advanced Settings To add a Distribution Group Owner or/and apply Send As Permissions to the Distribution Group, select "Advanced Settings" a) Distribution Group Owner The Distribution Group Owner will have permissions to add/remove members from the distribution group in Outlook. 1. Under heading "Group owner (managed by)", select "Find" to list all Outlook enabled users and Security Groups. By entering a user name or a set of characters, the search will be narrowed. 2. Select the required user / Security Group that is to be assigned to the Distribution Group. 3. Only one security group or user can be assigned as a Group Owner at any given time. 4. To change the owner to a new user, select the distribution group and select a different user / Security Group. This will replace the existing Group Owner's details with the new user. The changes will be captured when "Save" is selected. b) Send-As Permissions Existing exchange users can be set up with Send As permissions for a specific Distribution Group. This allows a user to create and distribute an with the "From Recipient" field populated with the Distribution Group address e.g.) IT Helpdesk. 1. Under heading "Send-As Permissions", select "Find" to list all Outlook enabled users and Security Groups. By entering a user name or a set of characters, the search will be narrowed. 2. Select the user(s) that will be able to send from the Distribution Group's mailbox. Multiple users can be configured to one Distribution Group. The changes will be captured when "Save" is selected. c) Send Restrictions Distribution Groups can be set up with a defined list of users that can send mail to the Distribution Group. If a user who is not defined within the list sends a mail to a Distribution Group, they will receive an returned mail error advising them that they do not have sufficient permissions. If no users are defined for this permission, all users can send to the Distribution Group. 1. Under heading "Send-As Permissions", select "Find" to list all Outlook enabled users and Security Groups. By entering a user name or a set of characters, the search will be narrowed. 2. Select the user(s) that will be able to send from the Distribution Group's mailbox. Multiple users can be configured to one Distribution Group. The changes will be captured when "Save" is selected.

176 176 Cortex Help Guide Manage Users in a existing Distribution Group 1. Select the Distribution Group 2. To add additional users/contacts, select "Find" and select the user/contact. Select "Add". User will appear under Existing Group Members 3. To remove a user from a Security Group, select the user and select "Remove". 4. Select "Save" to save Distribution Group changes Delete a Distribution Group 1. Select the Distribution Group. 2. Select "Delete". The Distribution Group will be removed from the Distribution Group Page and the customer's Global Address List Mail Disclaimers Applicable to Hosted Exchange 2007 and 2010 only The Exchange Service Administrator has the ability to create and manage the company's disclaimer. Once configured, the disclaimer will appear on all of the company's users outgoing . To create a mail disclaimer 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> "Mail Disclaimer. The Mail Disclaimers screen will be displayed.

177 Service Administration Features Enter a "Name" for the disclaimer message. 3. Enter the company's "Disclaimer". The Control Panel displays a sample disclaimer template when selecting the Help icon. 4. Select the formatting settings for the paragraph. After changing a setting, the disclaimer content will updated to reflect the changes made. 5. Select the "Placement" settings: Append - The disclaimer will be inserted at the bottom of the message thread. Prepend - The disclaimer will be inserted above the text of the latest message. Note: Exchange does not verify and check whether previous disclaimers have been added to the message. 6. Select the "Behavior" settings for the disclaimer when it cannot be inserted into the original message. Wrap - The original message is enclosed into a new message envelope with the disclaimer being inserted into the new message. Ignore - Allow original message to continue unmodified. No disclaimer is added. Reject - If the disclaimer can't be inserted into the original message, the message is rejected and Exchange will not deliver the message. The sender of the message receives a notification explaining why the message wasn't delivered. 7. Enable the "Separator" line. The disclaimer will be clearly separated from the main text with a horizontal separator line. 8. Specify whether the disclaimer should only appear on messages that are sent to external users (users that are not attached to the organization unit). If this field remains unchecked, the mail

178 178 Cortex Help Guide disclaimer will appear on all messages that are sent to external and internal users 9. Select "Save" to capture the changes. The disclaimer details will be sent to the provisioning engine Resource Mailboxes Applicable to Hosted Exchange 2007 and 2010 only Resource mailboxes represent resources that may be utilized in meetings. For example: Meeting Rooms, Overhead Projector and flipcharts. By allocating these resources with a mailbox, users can include them in meeting requests, creating an effective resource management tool and reducing the risk of resources being double booked. When a meeting is booked with a resource mailbox, the invitee will receive an "Auto Accept" from the resource. Within the resource mailbox, the invite will be automatically directed to the "Delete Items" folder. All users within a customer will be able to manage the customer's resource mailboxes via Outlook & OWA. Exchange Service Administrators are granted the access to create, amend and remove resources from the customer's organisational unit. Add a Resource Mailbox 1. Select the Services icon on the Cortex Menu Bar and select menu options Exchange >> "Resource Mailboxes. The Resources screen will be displayed. 2. Select "New Resource Mailbox" which is located in the "Resource Management" Tool Box. 3. Enter the "Display Name" for the Resource. This will appear in user's address list when selecting resources.

179 Service Administration Features Select either "Room" or "Equipment": - Room Resource Mailboxes are assigned to a meeting location. - Equipment Resource Mailboxes are not room specific. Note: Once a resource type has been provisioned to a Resource, it cannot be amended. To change the type, the resource mailbox must be de-provisioned before a change can be made. 5. Select "Provision" to save the changes Mailbox Export & Import The User Interface allows Exchange Service Administrators to import and export Exchange mailboxes. This process involves the mailbox being saved as a PST file and saved on a FTP server for export/import. To access the Mailbox Import & Export screen, select from the main Cortex Menu Bar - Services >> Exchange >> Mailbox Import/Export. The screen will display the user's FTP logon details for logging onto the server where the exported mailboxes will be saved to. This directory will also contain the Import folder where mailboxes that are to be imported onto a Cortex user should be saved. The screen is split into two sections: Export Mailboxes - select this link to export any of your users mailboxes Import Mailboxes - select this link to import an mailbox PST file into an existing Exchange user's mailbox Export Mailboxes The Export Mailbox feature, exports the data from a user's mailbox so that it can be imported into another.

180 180 Cortex Help Guide 1. Select "Export Mailboxes". All users that are provisioned with an Exchange mailbox will be displayed. 2. Select the users whose mailboxes are to be exported into a.pst file by checking the Export box. Alternatively click on "Select All" to select all users that are displayed on the current page or "Select Collection" to select all user mailboxes that are attached to the Customer. 3. Select "Export Mailboxes". The export process will commence and the date & time of the request will be inserted beside the user in the Last Export field. To view how the process is progressing select "Refresh Status". Do not select F5 as this will collapse the Export Mailboxes section. 4. Once the mailbox(es) have been exported successfully to the FTP server, the provisioning status will change to green 5. The exported mailbox will appear on the FTP server under folder "MailboxExport". Depending on the system configuration settings, the.pst file may have been compressed into a.zip file. Import Mailboxes The Import Mailbox feature, imports an external data file (.PST) into a user's existing mailbox. Before proceeding with the import, ensure the incoming file is stored on the FTP server under folders "MailboxImport" or "MailboxExport".

181 Service Administration Features Select "Import Mailboxes". All users that are provisioned with an Exchange mailbox will be displayed. 2. Select the user(s) whose mailbox will be updated with the external data file by selecting "Edit". A drop down list will appear for the user in the "Import File" column and the "Import" box will be automatically checked for the user. 3. Search and select the relevant import file that is to be added to the user's mailbox and select Update. 4. Select "Import Mailboxes". The table will be updated and the date & time of the import will be displayed beside the customer in the Last Import field. To view how the import process is progressing, select "Refresh Status". 5. Once the import file has been imported into the user's mailbox successfully, the provisioning status will change to green. When the user logs onto their system, they will be able to view the additional s that have been imported Send Window Mobile CAB files to multiple users via SMS The distribution of multiple Window Mobile CAB files via SMS can be managed by one simple request on the Control Panel. For each selected user, the SMS message will be sent advising the user the link to their to CAB file downloads. Bulk SMS messages can be sent to users that have a contact number saved in their Mobile Phone property. This property can be updated under Edit Users, Additional Properties. 1. From the Top Main Menu, select Configuration >> Provisioning Requests >> Bulk Exchange Mobile SMS. The screen will display all users that are provisioned with a exchange service access level where the MAPI protocol and Windows Mobile property is enabled. For users that are also provisioned with OCS, an handset icon will appear. For these users, an OCS CAB file will also be sent to them in the same SMS message or a separate one, depending on your Service Provider's settings. 2. Select the type of OCS CAB file that should be sent to the user (Professional or Standard). 3. Check the users that the SMS will be sent to, either individually or by selecting the Select All and Select Collection options. 4. Select Provision. The request will send out SMS requests to all of the selected users.

182 182 Cortex Help Guide 6.2 File Sharing File Sharing Folder Manager Cortex provides end-customers with the ability to manage their File Sharing directory, allowing them to create and manage sub folders under the Root Folder. The File Sharing Folder Manager screen is available to all Full Customer Service Administrators when File Sharing is provisioned to a customer. Create a Sub-Folder 1. Select the Services icon on the Cortex Menu Bar and option "File Sharing Manager". 2. Select the folder, that you want to create a sub folder under. 3. Select the "Folders" tab.

183 Service Administration Features Enter the name of the sub-folder in "New Directory". 5. Select "Create". The File Sharing Folder tree structure will refresh and the new sub-folder will appear. Rename an existing Sub-Folder 1. Select the sub-folder, that you want to rename. The Root folder cannot be renamed. 2. Select the "Folders" tab. 3. Amend the Folder Name. 4. Select "Rename". The File Sharing Folder tree structure will refresh and the new folder name will appear. Delete an existing Sub-Folder 1. Select the sub-folder, that you want to delete. The Root folder cannot be deleted. 2. Select the "Folders" tab. 3. Select "Delete". 4. Select "OK". The File Sharing Folder tree structure will refresh and the deleted folder will be removed from the directory structure Security Group Management Cortex provides end-customers with the ability assign users to Security Groups and apply security permissions to the Group that will affect all of the attached users. It is an efficient tool that saves time when applying additional service permissions to users. Security Groups can be applied to File Sharing and Windows Web-Hosting Services. The Security Groups screen is available to all Full Customer Service Administrators when either File Sharing or Windows Web-Hosting is provisioned to a customer. Create a Security Group and add Users 1. Select the Services icon on the Cortex Menu Bar and select menu option "Security Groups".The Groups screen will appear. The customer's existing security groups and distribution groups that have been saved using Cortex will be listed.

184 184 Cortex Help Guide 2. Select "New Security Group" from the Group Management Tool Bar. 3. Enter a "Name" for the Security Group. 4. Ensure "Group Type - Security" is enabled. 5. Select "Save". 6. Select "Find" to list all of the customer's users. By entering a user name, the search will be narrowed. 7. Select the users that are to be added to the Security Group. 8. Select "Add". Selected users will appear under Existing Group Members. 9. If the Administrator has been assigned with Hosted Exchange Administration permissions, an additional field will be displayed where a name can be assigned to the Security Group. Select "Add" and enter a address. Select "Update" to capture changes. Multiple addresses can be assigned to a Security Group. 10.Select "Save". The new Security Group will be displayed on the Security Group Page. Manage Users in a existing Security Group 1. Select the Security Group. 2. To add additional users, select "Find" and select the user. 3. Select "Add". The user will appear under the sub-heading "Existing Group Members". 4. To remove a user from a Security Group, select the user. 5. Select "Remove". 6. Select "Save" to save Security Group changes. Delete a Security Group

185 Service Administration Features Select the Security Group. 2. Select "Delete". The Security Group will be removed from the Security Group Page. 6.3 Citrix Provision an application to multiple users The Cortex User Interface allows multiple users to be provisioned to an application / resource or group within one single provisioning request. If the Citrix Service has been provisioned to the customer, the screen can be accessed via the Services icon on the Cortex Menu Bar and menu options Citrix >> Application Access. If a Reseller has been provisioned with the Citrix Service, they also have the ability to search for their Citrix sub-customers and provision an application to multiple users. 1. Navigate to the Citrix Application Access screen. 2. Select the relevant customer, only applicable for Resellers. 3. Select what type of application (applications / groups / resources) that you want to assign to the users. The screen will refresh displaying all objects belonging to that application type, that have been provisioned to the customer. 4. Select an application to view which users are already provisioned with the application (they will appear with a ticked checkbox) and all remaining users that are provisioned with Citrix service but not with the selected application. 5. Check all of the users that are to be provisioned with the application. To enable all users, select Check All. If you remove a existing user's tick, the provisioning request will remove the user from the application 6. Select Provision to save the changes. A single bulk provisioning request will be sent to the Provisioning Engine. This request will contain a individual request for each user that was enabled with the application. All selected users will be added to the application's security group and have access to the application Create Customer Level Application Groups Cortex provides end-customers with the ability to create their own customized Application Groups using the applications, groups and resources that have been provisioned to them (private and public). The Citrix Group Management screen is available to all Full Customer Service Administrators when Citrix is provisioned to a customer. Note: Cortex allows the deletion of customised application groups even when they are provisioned to users as the applications are still assigned to the customer and can individually be assigned to users. How to create a new Application Group

186 186 Cortex Help Guide 1. Select the Services icon on the Cortex Menu Bar and select menu options Citrix >> Customer Application Groups. The Groups screen will be displayed. 2. Select New Application Group. 3. Add a Group Name, this value is mandatory and will be displayed on the Citrix user provisioning screen. Add Group Description (optional). 4. Enable the Allocation field if the application group is to enabled by default when provisioning the Citrix service to the customer s users. 5. Select the applications that are to be assigned to the group. 6. Select the application groups that are to be assigned to this group. 7. Select the resources that are to be assigned to the group. 8. Select Save. The new group will be displayed on the Customised Application Group List with a summary of the number of applications / groups or resources that have been assigned to it. How to edit an existing Application Group 1. Select the Application Group that you want to edit. 2. Complete amendments. 3. Select "Save". How to delete an existing Application Group 1. Select the Application Group that you want to delete. 2. Select "Delete".

187 Service Administration Features 6.4 Web Hosting Security Group Management 187 Cortex provides end-customers with the ability assign users to Security Groups and apply security permissions to the Group that will affect all of the attached users. It is an efficient tool that saves time when applying additional service permissions to users. Security Groups can be applied to File Sharing and Windows Web-Hosting Services. The Security Groups screen is available to all Full Customer Service Administrators when either File Sharing or Windows Web-Hosting is provisioned to a customer. Create a Security Group and add Users 1. Select the Services icon on the Cortex Menu Bar and select menu option "Security Groups".The Groups screen will appear. The customer's existing security groups and distribution groups that have been saved using Cortex will be listed. 2. Select "New Security Group" from the Group Management Tool Bar. 3. Enter a "Name" for the Security Group. 4. Ensure "Group Type - Security" is enabled. 5. Select "Save". 6. Select "Find" to list all of the customer's users. By entering a user name, the search will be narrowed. 7. Select the users that are to be added to the Security Group. 8. Select "Add". Selected users will appear under Existing Group Members. 9. If the Administrator has been assigned with Hosted Exchange Administration permissions, an

188 188 Cortex Help Guide additional field will be displayed where a name can be assigned to the Security Group. Select "Add" and enter a address. Select "Update" to capture changes. Multiple addresses can be assigned to a Security Group. 10.Select "Save". The new Security Group will be displayed on the Security Group Page. Manage Users in a existing Security Group 1. Select the Security Group. 2. To add additional users, select "Find" and select the user. 3. Select "Add". The user will appear under the sub-heading "Existing Group Members". 4. To remove a user from a Security Group, select the user. 5. Select "Remove". 6. Select "Save" to save Security Group changes. Delete a Security Group 1. Select the Security Group. 2. Select "Delete". The Security Group will be removed from the Security Group Page IIS Site Manager The Virtual IIS Manager allows the end-customer to perform common IIS administrative tasks without the need to have access to the Internet Information Services Manager. Key Features: Easy to use interface, similar to File Sharing Manager Manage multiple sites through a single interface Real-time updates of sites as changes are made It can be access via Menu Options: The IIS Site Manager screen is available to all Full Customer Service Administrators when a Windows Web-Hosting Instance is provisioned to a customer. Special User Accounts When a website is provisioned using Cortex, two special domain accounts are created, these are similar to the default anonymous and network service accounts used by IIS. Network Service Account: The application pool created for the site runs under the identity of this user account. This has restricted access on the server and can only be granted permissions for the customer's own web site. Format of IIS Manager: Winwebhost {SiteName} Network Service Account

189 Service Administration Features Format of Userid: Example: 189 NSVC_{CustomerShortName}_{ServiceIdentifier} NSVC_TJC_3008 Anonymous User Service Account: This is the user account that IIS will use for any anonymous web requests. Format of IIS Manager: Winwebhost {SiteName} Anonymous Service Account Format of Userid: IUSR_{CustomerShortName}_{ServiceIdentifier} Example: IUSR_TJC_ Directory Management Cortex provides end-customers with the ability to manage their web site's directory, allowing them to create and manage sub directories under the Root Web Site Directory Folder. Select the web site that you want to manage from the "Site" drop down list. Create a Sub-Directory 1. Select the Services icon on the Cortex Menu Bar and select option "IIS Site Manager". 2. Select the web site, that you want to create a sub directory under. 3. Select the "Folders" tab. 4. Enter the name of the sub-folder in "New Directory". 5. Select "New". The IIS Site Manager tree structure will refresh and the new sub-directory will appear. It will default to folder file type. To change the folder into a web site, refer to IIS Manager Tab. Rename an existing Sub-Directory 1. Select the sub-directory, that you want to rename. The Root Web Site Directory cannot be renamed 2. Select the "Folders" tab.

190 190 Cortex Help Guide 3. Amend the Folder Name. 4. Select "Rename". The IIS Site Manager tree structure will refresh and the new directory name will appear. Delete an existing Sub-Directory 1. Select the sub-directory, that you want to delete. The Root Web Site Directory cannot be deleted 2. Select the "Folders" tab. 3. Select "Delete". 4. Select "OK". The IIS Site Manager tree structure will refresh and the deleted folder will be removed from the directory structure IIS Attributes Management The IIS Tab allows the end user to configure the provisioned Web Hosting Instance's IIS attributes and settings. Virtual Server State

191 Service Administration Features 191 The Root Web Site Directory can be stopped and restarted from the IIS Tab. Once the web site is stopped, it cannot be accessed by users 1. Select the Services icon on the Cortex Menu Bar and select the option "IIS Site Manager". 2. Select the web-site from the Site drop down list. The screen will be updated with the selected web-site's directories. 3. Select the Root web site 4. Select the "IIS" tab. 5. Select "Stop" under sub-heading "Virtual Server State" to stop the web site. The IIS Site Manager tree structure will automatically refresh and the Root web site will appear with icon. 6. To restart the Root web site, select "Start". The Root web site's icon will change to. The "Stop" / "Start" functionality will be disabled for all sub-directories. Default Documents When a Windows Web-Hosting Instance is provisioned the following documents are created on the Root Web Site Index.htm Default.asp Default.htm IIS 7 Default Documents only: Index.html index.cfm Default.aspx iisstart.htm Index.php (will only be created if the Web Hosting Instance has been configured with PHP Framework settings). The default documents that are set for the Root Web Site are automatically passed to the web site's subdirectories. Default Documents can be amended at Root Web Site level and at all sub-directory levels. If a document is manually added at the Root Web Site, it will be applied to all sub directories. 1. Select the Services icon on the Cortex Menu Bar and select the option "IIS Site Manager". 2. Select the web-site from the Site drop down list. The screen will be updated with the selected web-site's directories. 3. Select the web site/directory that you want to add a new default document to. 4. Select the "IIS" tab. 5. Enter a new filename and select "Update". The new default document will be created for the selected directory and all of it's sub directories.

192 192 Cortex Help Guide To change the sort order of the documents and how they appear in the directory, move the filename within the list. Install Web Applications The Root Web Site's sub directories can be published on the web. Once a sub directory is installed, the end user can configure the settings for that specific web application 1. Select the Services icon on the Cortex Menu Bar and select the option "IIS Site Manager". 2. Select the sub directory that you want to publish onto the web site. 3. Select the "IIS" tab. 4. Select "Install". The sub-directory will become a web application. The IIS Site Manager tree structure will automatically refresh and the selected sub directory will appear with icon. 5. To disable an application from the web site, select the sub-web application and select "Uninstall". Configuring a Web Applications Settings Once a sub-directory is published as a web application, the end user can amend the application's settings. Application Settings can be amended at the Root Web Site. Changes made at Root Web Site Level will be applied to all installed and uninstalled sub-directories. 1. Select the Services icon on the Cortex Menu Bar and select the option "IIS Site Manager". 2. Select the web site/directory that you want to add a new default document to. 3. Select the "IIS" tab. 4. Make the required changes: Directory Browsing - available for both IIS6 and IIS7 web sites Executing Permissions - this feature will be visible if it has been enabled in the site's package template. The IIS Administrator can set the executing permissions for the web site. FrontPage Extensions - only applicable for IIS 6 web sites. The setting ".NET Framework" can only be amended at Root Web Site Level. 5. Select "Update" to save the changes Advanced IIS Attributes Remote Management Applies to IIS 7 websites only. The Remote Management section will appear if the web site has been configured to support re Recycling an Application Pool

193 Service Administration Features 193 The Application Pool is the Root Web Site Directory and it can be recycled to improve the performance of the pool's worker processes. 1. Select the Services icon on the Cortex Menu Bar and select the option "IIS Site Manager". 2. Select the web-site from the Site drop down list. The screen will be updated with the selected web-site's directories. 3. Select the Root web site. 4. Select the "IIS" tab. 5. Select "Recycle" under sub-heading "Recycle Application Pool". The worker processes will be rebooted automatically. The "Recycle" function will be disabled for all sub-directories Sub-Domain Management The Domain Tab allows the end-user to add sub domains (host headers) to the web site. Sub domains can be added at Root Web Site and sub-directory levels but are applied to the whole web site (virtual directory). 1. Select the Services icon on the Cortex Menu bar and select option "IIS Site Manager". 2. Select the web-site from the Site drop down list. The screen will be updated with the selected web-site's directories. 3. Select the Root web site or a sub-directory. 4. Select the "Domains" tab. 5. Enter a new sub-domain and select "Add". The sub-domain is added to the list of identities for the Root Web Site. The sub domain will also be updated on the instance's site binding table under Customer Services. 6. To delete a sub-domain from a web site, select the domain to be deleted and select "Remove".

194 194 Cortex Help Guide 6.5 DNS Management of DNS Zones The DNS Management screen allows the DNS Service Administrator to create and manage DNS records that are attached to zones. Various different types of records can be applied to a zone. Once provisioned, the record's details (with the exception of TTL) cannot be changed. Full Reseller Administrators have the ability to manage their sub-customers DNS records. 1. Select the Services icon from the Cortex Menu Bar and "DNS Management". 2. The DNS Management screen will appear. Select the required DNS zone from the drop down list. The page will refresh and display all records that have been configured with the zone. For Resellers, use the customer search feature to retrieve the sub-customer's DNS zones. The search feature will only display customers who have DNS service provisioned to them in the auto-generated list. 3. Select "New DNS Entry" to add a new record to the DNS zone. 4. Add the required record details and select "Provision" to create the record on the DNS server. After the record has been created, with the exception of the TTL property, the record's properties cannot be changed. To change a record you must first de-provision the record, make the required changes and the reprovision the record. DNS Records Types supported by Cortex Record Type Name Parameters A IPv4 Host Record AAAA IPv6 Host Record CNAME Alias MX Mail Exchanger NS Name Server SRV Service Record Host Name IPv4 Address TTL (Time to Live) Host Name IPv4 Address TTL Alias Host Name TTL Host Name Target Priority TTL Host Name Target TTL Host Name

195 Service Administration Features TXT Generic Text Record 195 Target Service Protocol Priority Weight Port TTL Host Name Text TTL Management of DNS Sub Zones The DNS Management screen has been updated in version 8.1 to allow the DNS Service Administrator to create DNS sub zones. DNS records can then be added to the sub-zones. Create a DNZ Sub Zone 1. From the Main Menu, select Services >> DNS Management. 2. Under the DNS Management sub menu, enter the sub-zone's name and select the parent zone from the drop down list. 3. Select "New Sub-zone" to create the sub-zone under the parent zone. The new sub-zone will now appear in the DNS Filter drop down list. 6.6 Virtual Machine Management of Virtual Machines Use the Virtual Machine Management Overview screen to manage the virtual servers provisioned in your organization. Click on a virtual server to view additional server information and perform maintenance tasks such as creation and restoring checkpoints. The Virtual Machine Management Overview screen also allows the customer Administrator to add/ configure new virtual servers to their HyperV environment. All existing virtual servers can be reviewed and additional media installed onto the server. Add a New Virtual Server to your Environment 1. From the Cortex Top Menu Bar, select Services >> Virtual Machine Manager >> Virtual Machines 2. Select "New Virtual Machine" 3. Add the Computer Name for the server and a description. It is recommended that the description includes the role that the virtual server will play within your environment.

196 196 Cortex Help Guide 4. Select the source for the server's virtual image. To create a blank server, select "Create a new virtual machine with a blank disk" option To apply an existing virtual machine template, select "Use an existing virtual machine template" option and select the required template from the drop down list. 5. Select a guest operating system template from the drop down list that will be installed onto the virtual server. The Operating System will be automatically populated with a detailed description of the template. 6. Select the required Time Zone for the server 7. Specify the Product Key that will be used for the Virtual Server. If a product key has already been saved against the template, Cortex will display a message confirming this. 8. Specify the password for the machine's local Administrator. If a password has already been set, Cortex will display a message "A default password is set". 9. Select the number of CPU cores for the virtual server from the drop down list. 10.Specify the virtual server's memory space by using the scroll bar or inputting a integer value in the MB field. 11. Define the number of drives on the virtual server and allocate the disk size for each disk. When more than one disk is selected, the user interface will refresh and display multiple instances of the "Size"

197 Service Administration Features 197 property for each disk. Note: The disk size cannot be reduced once the virtual server is provisioned. 12.Configure the virtual DVD drives for the virtual server. For each DVD drive, select the required media from the drop down list. New media can be added without restarting the server. Note: The virtual machine must be stopped before hardware changes can be applied. To access the stop menu, click on the machine state icon in the top right corner of the screen. 13.Select the networks to connect to the virtual machine. 14.Select the state that the virtual machine should be set to. There are four states available; Start, Stop, Pause and Shut Down 15.Select "Provision" to create the the new virtual server in your environment. The server will now be created and configured as per the settings that have been saved. A unique HyperV Name will be automatically generated and the server will be given an unique IP address.

198 Cortex Help Guide Resource Summary Cortex allows a customer to be assigned a resource pool, which includes limits on total disk storage, memory, processors and number of Virtual Machines. Once assigned, the customer can create, manage, stop, start, upgrade and downgrade their Virtual Servers through the Cortex control panel. If more resource is needed at any time, this can quickly be added by the customer s reseller. Use the Virtual Machine Summary screen to view a detailed summary of the machine's resources. You can also use this screen to create checkpoints and to restore a machine to the last checkpoint. To view a summary of resources for a virtual machine click on the machine name in the Machine Management Tree. Note: To view a summary for the machine, the machine must be in a running state To create a Checkpoint Two methods exist to create a new Checkpoint for a virtual Machine The first method works well when creating checkpoints for multiple machines: 1. Select the virtual machine and then click create 2. Type a Name for the Checkpoint and then click save The request to create a new checkpoint will be sent to the host machine, however the checkpoint may not show on the screen until the checkpoint process is completed. The second method works well when creating a checkpoint for single machine: 1. Use the button to expand the virtual machine and then click on the Checkpoints folder 2. The Create a new checkpoint screen will appear in the right hand column 3. Type a Name for the Checkpoint and then click save To restore a checkpoint 1. Use the button to expand the virtual machine and then click on the Checkpoints folder 2. Navigate through the checkpoints and select the required checkpoint 3. The Name and description of the Checkpoint will be displayed in the right hand Checkpoint Management column, click restore The request to create a new checkpoint will be sent to the host machine, and the Job Status will refresh periodically to show you the progress of the job.

199 Service Administration Features Networks Customers can be assigned with one or more virtual networks and Cortex can automatically assign a VLAN tag or allow this to be configured manually. Once setup, the customer can add or remove virtual servers from the available networks. Cortex allows virtual networks to span across multiple physical hosts managed by the same SCVMM server, this means that the customers virtual servers can be distributed across hosts. 6.7 MySQL Once MySQL service is provisioned to your customer account, the Services menu will be updated with MySQL Manager, allowing administrators to create and manage MySQL databases and assign users to these databases. The MySQL user accounts are not linked to your existing user accounts, therefore you will need to create new user accounts to access the databases. MySQL is a customer only service and cannot be provisioned to users MySQL Database Management On the MySQL Databases screen, Customer Administrators can create and remove new MySQL databases. The number of MySQL databases that you can create has been set at your customer account level. Once this limit has been set, the "New MySQL Database" link will be disabled. 1. From the main menu, select Services >> MySQL Manager >> MySQL databases. Select "New MySQL Database", a iframe will appear where the database details can be configured. 2. Enter a name for you database. The name will be appended with the default prefix that appears in front of the text field. This will normally consist of your customer code. The database name, including the prefix cannot exceed 16 characters. 3. The server field will be populated with the server that will host the database and your MySQL users. 4. Select Provision. Press F5 to refresh the screen and provisioning request status. The database will be

200 200 Cortex Help Guide created in MySQL MySQL User Management The MySQL Users screen allows the Customer Administrator to add MySQL users and assign permissions to these user accounts on a per database basis. MySQL users are not linked to the user accounts that are managed on the Users screen within the Cortex Control Panel. They are completely separate user accounts. When a database is de-provisioned, the user's permissions will be removed. If the database is then reprovisioned, the original permissions for the user will be re-applied. Add a MySQL User 1. From the main menu, select Services >> MySQL Manager >> MySQL Users. Select "New MySQL User". The Create a MySQL user iframe will appear. 2. Enter the user name. The name will be appended with the default prefix which appears in front of the text box. This is normally the customer code. 3. Enter a password for the user. A password must be entered for all new users. When editing an existing user, there is no need to update the password and if the field remains blank, the original password will remain valid. 4. Leave the "Is Enabled" property checked. Removing this flag will disable the user's account in MySQL for all databases. 5. All MySQL databases that are provisioned to the customer account will be listed under "Databases". The user can be provisioned to one or all of the databases. To set the user permissions for a database, select "Edit" against the database and chose one of the roles that exists in the drop down list (ReadOnly, DBA, User & Full). Select "Save".