Call Management System (CMS) Functional Specification

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Call Management System (CMS) Functional Specification"

Transcription

1 Call Management System (CMS) Functional Specification CMS Terminology Some of the terminology used in the context of the CMS may differ from that of common ITIL terminology, see below for definitions of terms commonly used by the CMS CMS Term Definition Call Incident Customer Person whom the call is about, if any, otherwise set as the person who logged the call (user in ITIL Terms). Owner Person who logged the call or, if call submitted by , person to whom call was first assigned. User Anyone who has access to the CMS (at any level requires EASE login). Context A Team to which the user is assigned. Resolver Person whom the call is assigned at any given time. Queue A specific list of calls. Priority Critical High Medium Low Definition For business critical faults that affect the whole system and would cause risk to overall objectives and reputation. Generally, this would mean the service is not functioning at all. For faults that affect individual or isolated users circumstances rendering the ineffective under those conditions. For faults that effect functionality that is not essential to normal operations or where a high priority call has been provided with a temporary work around. For any work that is seen as nice to have or can be managed without indefinitely. All Users ID Function Description AU1 Can view any call in the system for the domain they have been authorised to view. With the exception of sensitive calls (e.g. owned by Disability Office or IRT for UoE - may contain sensitive information) All users can see the data displayed in the fields shown in the screenshot for TM1 below: Page 1 of 20

2 AU2 Can view their Calls Users can view a list of the calls which have them set as the customer. AU3 Can Submit calls via Anyone can submit a call by sending an to an address attached to a CMS team e.g. Sophisticated users can bounce s from their own mailboxes to create calls while preserving the original customer information. AU4 Can View Useful Links All users can click on the useful links option which will present a list of links to websites and documentation which may be useful to Users, link are as follows: - CMSWeb Home Page - CMSWeb Frequently Asked Questions - CMSWeb Change Requests - CMSWeb Release History - Information Services Reorganisation - overview - Information Services Reorganisation - list by team - Information Services Reorganisation - list by staff name - CMS Webi Reporting (requires password) - Intercom - Search staff/student & phones - 'WHOIS' database. Identifies the owner of a domain name or IP address - Local DNS/IP Lookup These links are domain specific, i.e. users on different domains will be presented with links relevant to the domain they are part of. AU5 Quick search by Ref No. All users can quickly find any call by typing it s 6 digit reference number into the field on the Initial CMS display, this will automatically open the call in a browser window. AU6 View Help Information All users can view brief guidance specific to the CMS window the have open. e.g. If the users clicks the help link from the main CMS window, they are presented with help relating to the menu options available. However if the users clicks help in the window of a specific call, they are presented with help relating to the fields displayed in the call. The help windows also include links to any websites or documentation which may relate to the topic (if any). The link is located at the top right of any CMS window Page 2 of 20

3 Team Members TM1 Can log new calls Team Members can log new calls by filling in the forms below See tables for definitions of fields (fields marked with * are mandatory): The option to consolidate the available tabs is available as a user selected preference. Call Details Page 3 of 20

4 Label Customer Short Description Full Description Call Type Call Source Category (Team Specific) Time Recording (Team Specific) Status Priority (Team Specific) Resolution Entry (User Selected Preference) Definition See definition page 1. This can be entered by typing the customers UUN in the box at the top centre of the call screen, Alternatively clicking Find Customer will allow for a search on Details held by the CMS. A Short description of what the call is about. E.g. Problem with CMS. A detailed description of the problem The type of incident the call is about. E.g. Complaint, Fault, Information [Predefined List] Shows where the details for the call came from. E.g. , Phone, Webform [Predefined List] The category of the Incident. E.g. Access Problem, Change Request. [Predefined List Can be Changed by Team Administrator TA4] The time recording code associated with the call. [Information Services Only] The current status of the call. E.g. Open, Closed, Pending [Predefined List] The Priority setting for the call See Page 1 foe definitions [Predefined List customisable by Team Administrator TA4] Used to enter a Description of the steps taken by each team member who has worked on the call, this enables them to track the progress of the call so far and Communicate with other teams. Category, Time Recording and Priority fields shown in the diagram above are Team Specific (not shown for all teams) The field for resolution entry shown in the diagram can be added as a user selected preference. Page 4 of 20

5 Administration Owner Owning Team Resolver Resolving Team Default Alert Time Mins Now Retain Call Pass Ownership to See Definition (Page 1). Is set to the person who submitted the call by Default or the person to whom the call was first assigned if received by The team that the Owner of the call is a member of. The person who is working on the call at any given time The team that the Resolver is a member of (A button to return to owner is available on existing calls to quickly pass back to the owner for closure). Can change the Escalation Time for the call [Default set by Team Administrator TA1] For team members to record how much time the have spent on the call, This is added to the Mins Prev. Spent when the Apply button is clicked. How long the call will be kept before it is deleted from the system. Allows the Ownership to be passed to another team(only available for a selection of teams). Page 5 of 20

6 Technical Note Fields available are domain specific See TA4, these values are customisable by the Team Administrator. Application Any application that the Call is relating to. E.g. MS Word, Dreamweaver Hardware Any Hardware that the call relates to. E.g. Hewlett-Packard, MAC Server/Host Any Server that the call relates to [Server Name] Operating System The operating system the call relates to. E.g. Windows XP, Apple OSX TM2 Can view their Queue Can view a list of the calls which have are assigned to them or are owned by them at a given time. The list, in table format, shows the following: Call ID, Short Description, Customer, Owner, Resolver, Status, Date Created, Alert Status TM3 Can view their teams Queue Can view a list of calls which have been assigned to or are owned by a member of the team they are part of. List format as above. TM4 Can change their context Team members can choose which context to work in, provided they are a member of more than one team Page 6 of 20

7 TM5 Can view or print a call report Team members can create a call report, with the options of including the following data: Option Call Details Customer Details Call Admin Call Technical Admin Diary Resolution Diary s Fields Short Description, Full Description, Status, Type, Source, Category, Priority, Time Recording Code Surname, Forename, Title, University ID, Customer Type, , Address, Phone, Department, Planning Unit, Planning Unit Number, Faculty, Preferred Contact Method Owner, Owning Team, Resolver, Resolving Team, Minutes on Call, Submitter, Create Date, Last Modified By, Modified Date, Alert Time, Last Alert Application, Hardware, Server Host, Software [Username, Create Date, Entry] For every event on call [Username, Create Date, Entry] For every Resolution Entry [From, To, CC (if any), Subject, Date, Message Page 7 of 20

8 TM6 Can bookmark any call Team members can bookmark a call, this enables them to follow the call s progress as it moves from team to team. TM7 Can view a list of bookmarked calls Team members can view a list of the calls they have bookmarked, this list is in the same format as their own queue. TM8 Can Modify any call Team members can modify the data in any field in any call in the CMS domains that they have been given access to. With the exception of those which may contain sensitive data (i.e. from the Disability Office or the IRT within UoE). TM9 Can view customer details Team members can view all the customer details held in the call. These include; Surname, Forename, Title, Known As, Department/Course, Address, , Additional , Phone, Phone2, Mobile, Customer Type, University ID, University Username, Preferred Contact Method, Comments. TM10 Can change call customer Team members can change the customer assigned to any call in the CMS. TM11 Can close calls Team members can close calls in which their team is set as the owning team (Calls can only be closed by their owning team, unless granted permission to close any call). TM12 Can Add new customers Team members can create a new customer when the customer for a call does not already exist in the system. Page 8 of 20

9 TM13 Can change personal preferences Team members can change their personal preferences, options shown in screenshot below: Page 9 of 20

10 TM14 Can mark a call as junk TM15 Can create a dump of team s calls TM16 Can submit a change request Team members can check a box which will mark a call as junk and will pass to the CMS-Service Queue for review when the delete button is pushed (this is usually used for calls auto generated by spam - Calls can only be marked as junk if generated by and customer is not recognised). Calls can also be passed to the cms-service team with a request to delete (this is usually used for duplicate calls) NOTE When calls are delete they are completely removed from the system and cannot be retrieved. The CMS can generate a.csv file containing the details of the calls created by their team between dates specified by them. The.csv file contains the following: Application, Call ID, Call Source, Call Type, Create Date, Customer Type, Department Course Contact, Faculty, Hardware, Last Modified by, Minutes on Call, Category, Time Recording, Modified Date, Owner, Owning Team, Planning Group, Resolver, Resolving Team, Server Host, Short Description, Software, Status, Submitter. This was deprecated in favour of an ODBC view of a team s calls. Team members can submit a change request by filling in the form below: Page 10 of 20

11 TM17 Can search for calls Team Members can search for calls using the form below (see TM1 for Definitions of criteria): Searches are based on Keywords between fields. E.g. Searching CMS will bring back all calls with CMS in the Short Description. The fields which appear on the search can be chosen by the team administrator. Page 11 of 20

12 TM18 View Recent Searches TM19 Can log a Quick Call Team members can also view their recent searches and run them again by clicking on the Query No. The data is given in a list containing the fields: Query No., Description and Date Created. Team members can choose the number of recent searches available, 10 is the default number. Some CMS teams can log quick calls, which only Ask for the Mandatory fields mentioned in TM1, this collects the required data and places it in a standard call, It can be useful for teams who handle a large amount of calls which require similar data. An API is in place to produce team specific, bespoke quick call forms if required. Team Administrators TA1 Can amend escalation levels Team Administrators can amend the escalation times and contacts for calls, the options available can be seen below. Page 12 of 20

13 TA2 Can amend signature and notification settings Team Administrators can change the settings for notifications and the signature which will be automatically added at the bottom of s sent from the system, the details which can be changed can be seen below: TA3 Can change default call owner Can change the team member who calls are automatically assigned to when they are passed to their team. Page 13 of 20

14 TA4 Can edit field menus for team Team Administrators can edit the field values for the following fields if they have been made available to their team: Application, Hardware, Category, Priority, Time Recording, Quickcall Short Description, Server Host and Software The details which can be edited can be seen below: Adding additional fields is relatively trivial, however these are team specific and may not be useful if only one team could see them. TA5 Can view statistics of team s call activity Team administrators can view graphs showing the volume of calls created by and passed to any team within the system for: The current month Previous Month Past three Months See example: (External team statistics excluded) Page 14 of 20

15 System Administrators SA1 Can Delete Left Customers System administrators can delete customers provided they are not sat as the customer for any calls, and their details have not been modified in the last 30 days. These customers can only be deleted in bulk, not individually. When deleted the basic details of each customer are held in a table in the database which is cleared when the next delete is carried out. This table can also be cleared by system administrators at any time. SA2 SA3 Can remove content from s received by calls Can delete spam calls from system As anyone with a university login can view a CMS call sensitive data such as passwords should not be disclosed in CMS calls, however some external users such as students are not aware of this. To combat this system, administrators can remove such data from s by accessing the mail server through a secure shell. Such data is generally removed by a comment in square brackets indicating that content has been removed. E.g. [Removed by AF] When team members mark calls as junk they are sent to the system administrators queue for review. System administrators can then completely remove the call from the system by deleting it. SA4 Can stop all access to system System administrators can freeze the whole system by selecting Stop cmsweb. When this is applied the system will have no functionality. SA5 Can stop functionality Using this function, system administrators can stop the CMS from picking up the s for calls. These s are stored on an IMAP server. SA6 Can all team members System administrators can send s all members of all teams in the CMS SA7 SA8 Can view logins for current day Can copy/move team members from one team to another Can set messages to be shown when users log in System administrators can view a list of all the people who have logged into the CMS that day. This list consists of the following: User ID, Name, Customer Group, Login Time, Cosign System administrators can copy all users from one team and add them to another. This saves time adding users individually. SA9 System administrators can set messages which will be shown when users log into the CMS. These messages can be saved and toggled on and off when required. SA10 Can review change requests System administrators can view and comment on all change requests submitted by team SA11 Can merge duplicate customers members. System administrators can merge two customer records, this transfers all calls associated with one customer over to the other, giving the option to delete the duplicate customer record. Page 15 of 20

16 SA12 Can create, remove or edit Queues System administrators can create new teams/queues by filling in the form below: System administrators can also delete or edit teams using a similar form. Page 16 of 20

17 SA13 Can add/remove team members System administrators can add new team members by filling in the form below: Team members can also be added and removed from teams using a similar form. NOTE: Users can be added to as many teams as is required. Page 17 of 20

18 SA14 Can view reports of recent calls statistics Team administrators can view graphs showing the volume of calls created by and passed to any team within the system for: The current month Previous Month Past three Months See example: (Including external team statistics) System Integration SI1 Integrated with system The CMS is integrated with an system which allows s to be sent to and from calls (Including attachments). s can automatically generate calls and automatically assign a customer to the call if the address from where the was sent is recorded in the customer database. Spam filters are set up to prevent spam s generating calls. SI2 Integrated with MyEd Portal The CMS is integrated with the MyEd portal. This enables users to see a list of their calls through an iframe channel. Users can choose which context they would like to view by clicking on its name under the call list. The channel also contains a button which launches the full CMS in a new browser window. SI3 Integrated with IDMS A nightly download from the university Identity Management System allows team members and system administrators to quickly find the peoples details when adding them as a customer or a new team member. This is usually carried out by searching using a University username. SI4 Integrated with Information stores for external customers Similarly to SI3 CMS downloads data from external information stores for St Andrews University and the Scottish Agricultural College. SI5 Integrated with Web Intelligence CMS is also linked to the universities web intelligence program which allows administrators to retrieve fairly detailed usage data from the CMS database. The predefined reports from Web Intelligence are as follows: Page 18 of 20

19 - Call IDs in Resolution Diary by Individual - Calls by Application - Calls by Department - Calls by Department for MIS Teams - Calls by Department for REP Teams - Calls by Keyword - Calls by Logging Method - Calls by MIS Category - Calls by MIS Category for MIS Teams - Calls by MIS Category for REP Teams - Calls by Month (Owning Team) - Calls by Type - Calls Closed by MIS Teams - Calls Closed by REP Teams - Calls Closed by Team - Calls Escalated by Team - Calls Handled by Support Staff - Calls Handled by Team - Calls Handled For Specified Period - Calls Handled Monthly - Calls in the Resolution Diary by Team - Calls in the Resolution Diary by Team Member - Calls Modified After Specified Date by Selected Team - Calls without Keywords by Owner - Calls without Keywords by Team - Closure Times by Team - Closure Times for MIS Teams - Closure Times for REP Teams - CMS-No TR code - CMS - priorities by Team - Progress Report Hours - Types of Problem Calls Page 19 of 20

20 Searching and Stats As mentioned in TA5, SA13 and SI5 Other Functionality The CMS can cope with multiple 'domains' e.g. can separate St. Andrews from Edinburgh, from SAC calls, users and customers. This Prevents teams from one domain viewing calls from another e.g. UoE teams cannot view St. Andrews calls (any call, from any domain, can be passed to system administrators queue). Manual Procedures For managing the Call Management system, the system administrators have a queue named CMS-Service. Any requests such as the setup of new teams or adding/removing team members (which can only be carried out by system administrators) are put into a call and passed to this queue. The system administrators can then work through these requests. There is also an alias, which can be used to log a call from someone who has no access to the CMS. This queue is also used for dealing with any support queries or problems user may have with the service. What It Doesn t Do Allow the Time stamp of a call to start and stop Allow change control to be recorded Provide for a Solution Archive or a Known Error Database Page 20 of 20

Fax User Guide 07/31/2014 USER GUIDE

Fax User Guide 07/31/2014 USER GUIDE Fax User Guide 07/31/2014 USER GUIDE Contents: Access Fusion Fax Service 3 Search Tab 3 View Tab 5 To E-mail From View Page 5 Send Tab 7 Recipient Info Section 7 Attachments Section 7 Preview Fax Section

More information

Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal

Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal This Application Note provides instructions for configuring Apps settings on the Cisco OnPlus Portal and Autotask application settings

More information

Version 1.7. Inbound Email Integration (POP3 and IMAP) Installation, Configuration and User Guide. Last updated October 2011

Version 1.7. Inbound Email Integration (POP3 and IMAP) Installation, Configuration and User Guide. Last updated October 2011 Version 1.7 Inbound Email Integration (POP3 and IMAP) Installation, Configuration and User Guide Last updated October 2011 1 Introduction and Overview... 1 2 The Case for Email monitoring... 2 3 Installation

More information

Fixes for CrossTec ResQDesk

Fixes for CrossTec ResQDesk Fixes for CrossTec ResQDesk Fixes in CrossTec ResQDesk 5.00.0006 December 2, 2014 Resolved issue where the list of Operators on Category was not saving correctly when adding multiple Operators. Fixed issue

More information

Polar Help Desk 4.1. User s Guide

Polar Help Desk 4.1. User s Guide Polar Help Desk 4.1 User s Guide Copyright (legal information) Copyright Polar 1995-2005. All rights reserved. The information contained in this document is proprietary to Polar and may not be used or

More information

II. The Message Center. After logging into the service, you will be taken to your Message Center, which looks like this:

II. The Message Center. After logging into the service, you will be taken to your Message Center, which looks like this: A Beginner s Guide to Postini and Spam Filtering Spam (unsolicited e-mail) has become a significant issue for those who use and provide e-mail services. These messages take up a large amount of space on

More information

Cloud. Hosted Exchange Administration Manual

Cloud. Hosted Exchange Administration Manual Cloud Hosted Exchange Administration Manual Table of Contents Table of Contents... 1 Table of Figures... 4 1 Preface... 6 2 Telesystem Hosted Exchange Administrative Portal... 7 3 Hosted Exchange Service...

More information

PORTLANDDIOCESE.ORG Email - How to Connect Table of Contents

PORTLANDDIOCESE.ORG Email - How to Connect Table of Contents 1 PORTLANDDIOCESE.ORG Email - How to Connect Table of Contents Email Access via a Web Browser... 2 Email Client Setup... 3 Outlook 2013 for Windows... 3 Outlook for Mac 2011... 4 Mac OS X 10.6+... 4 iphone

More information

DIT Online Self Service for Clients

DIT Online Self Service for Clients DIT Online Self Service for Clients Written by: Customer Services Management Division of Information Technology May 2012 Version 1 Copyright 2012 Charles Sturt University No part of this document may be

More information

Using Barracuda Spam Firewall

Using Barracuda Spam Firewall Using Barracuda Spam Firewall Creating your Barracuda account Your Barracuda account has been created for you if you are a current Hartwick College student, staff or faculty member. Setting Your Password.

More information

1. How to Register... 2. 2. Forgot Password... 4. 3. Login to MailTrack Webmail... 5. 4. Accessing MailTrack message Centre... 6

1. How to Register... 2. 2. Forgot Password... 4. 3. Login to MailTrack Webmail... 5. 4. Accessing MailTrack message Centre... 6 MailTrack How To Document 27 March 2014 Table of Contents 1. How to Register... 2 2. Forgot Password... 4 3. Login to MailTrack Webmail... 5 4. Accessing MailTrack message Centre... 6 5. Creating a MailTrack

More information

Integrating ConnectWise Service Desk Ticketing with the Cisco OnPlus Portal

Integrating ConnectWise Service Desk Ticketing with the Cisco OnPlus Portal Integrating ConnectWise Service Desk Ticketing with the Cisco OnPlus Portal This Application Note explains how to configure ConnectWise PSA (Professional Service Automation) application settings and Cisco

More information

Your Archiving Service

Your Archiving Service It s as simple as 1, 2, 3 This email archiving setup guide provides you with easy to follow instructions on how to setup your new archiving service as well as how to create archiving users and assign archiving

More information

In order to use Elements Mail, you must have an active Elements CRM account.

In order to use Elements Mail, you must have an active Elements CRM account. Introduction Welcome to Elements Mail! This Setup Guide will assist you in getting your Elements Mail App configured and up and running. Once you ve setup the app, your job is complete. Elements Mail does

More information

Outlook Web Access User Guide

Outlook Web Access User Guide Table of Contents Title Page How to login...3 Create a new message/send attachment...5 Remove the reading pane...10 Calendar functions...11 Distribution lists...11 Contacts list...13 Tasks...18 Options...19

More information

Footprints Customer Interface Guide

Footprints Customer Interface Guide Footprints Customer Interface Guide Introduction Each support group in MIS has its own Service Desk within the Footprints System, and each service desk has its own colors and banner. Within each service

More information

Wazza s QuickStart 17. Leopard Server - Blogs & Wikis

Wazza s QuickStart 17. Leopard Server - Blogs & Wikis Wazza s QuickStart 17. Leopard Server - Blogs & Wikis About this Document This document is the 17th in a series of documents describing the process of installing and configuring a Mac OS X 10.5 Server

More information

Vodafone Hosted Services. Getting your email. User guide

Vodafone Hosted Services. Getting your email. User guide Vodafone Hosted Services Getting your email User guide Welcome. This guide will show you how to get your email, now that it is hosted by Vodafone Hosted Services. Once you ve set it up, you will be able

More information

Important Information

Important Information June 2015 Important Information The following information applies to Proofpoint Essentials US1 data center only. User Interface Access https://usproofpointessentials.com MX Records mx1-usppe-hosted.com

More information

The data between TC Monitor and remote devices is exchanged using HTTP protocol. Monitored devices operate either as server or client mode.

The data between TC Monitor and remote devices is exchanged using HTTP protocol. Monitored devices operate either as server or client mode. 1. Introduction TC Monitor is easy to use Windows application for monitoring and control of some Teracom Ethernet (TCW) and GSM/GPRS (TCG) controllers. The supported devices are TCW122B-CM, TCW181B- CM,

More information

Advanced Configuration Steps

Advanced Configuration Steps Advanced Configuration Steps After you have downloaded a trial, you can perform the following from the Setup menu in the MaaS360 portal: Configure additional services Configure device enrollment settings

More information

IT Support Tracking with Request Tracker (RT)

IT Support Tracking with Request Tracker (RT) IT Support Tracking with Request Tracker (RT) Archibald Steiner AfNOG 2013 LUSAKA Overview What is RT? A bit of terminology Demonstration of the RT web interface Behind the scenes configuration options

More information

Training Module for Customer Portal & Customer Care. Enabling the Next Wave of Connectivity

Training Module for Customer Portal & Customer Care. Enabling the Next Wave of Connectivity Training Module for Customer Portal & Customer Care Customer Portal Interface used by the registered end user to interact with the network End user can modify Information, change Password & check the account,billing

More information

DOMAIN CENTRAL HOSTING EMAIL

DOMAIN CENTRAL HOSTING EMAIL Welcome to our hosting services, we have created the following documents to help you get up and running as quickly as possible. If at any stage you encounter difficulties, you are welcome to send a help

More information

Helpdesk manual. Version: 1.1

Helpdesk manual. Version: 1.1 Version: 1.1 Date: 06-May-2014 Introduction Once a new system has been delivered, or an update has taken place, issues could occur, questions raised and new functionality needed. You can register these

More information

Support System User Guide

Support System User Guide Support System User Guide The Virtual Office support system provides users with a useful way to submit and track issues and resolutions. This feature- rich system is one more way that VO provides customers

More information

Cloudfinder for Office 365 User Guide. November 2013

Cloudfinder for Office 365 User Guide. November 2013 1 Contents Getting started with Cloudfinder for Office 365 1... 3 Sign up New Cloudfinder user... 3 Sign up Existing Cloudfinder user... 4 Setting the Admin Impersonation... 4 Initial backup... 7 Inside

More information

Set Up and Maintain Customer Support Tools

Set Up and Maintain Customer Support Tools Set Up and Maintain Customer Support Tools Salesforce, Winter 16 @salesforcedocs Last updated: December 10, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered

More information

Cloud Services MDM. ios User Guide

Cloud Services MDM. ios User Guide Cloud Services MDM ios User Guide 10/24/2014 CONTENTS Overview... 3 Supported Devices... 3 System Capabilities... 3 Enrollment and Activation... 4 Download the Agent... 4 Enroll Your Device Using the Agent...

More information

KUMC Spam Firewall: Barracuda Instructions

KUMC Spam Firewall: Barracuda Instructions KUMC Spam Firewall: Barracuda Instructions Receiving Messages from the KUMC Spam Firewall Greeting Message The first time the KUMC Spam Firewall quarantines an email intended for you, the system sends

More information

SourceAnywhere Service Configurator can be launched from Start -> All Programs -> Dynamsoft SourceAnywhere Server.

SourceAnywhere Service Configurator can be launched from Start -> All Programs -> Dynamsoft SourceAnywhere Server. Contents For Administrators... 3 Set up SourceAnywhere... 3 SourceAnywhere Service Configurator... 3 Start Service... 3 IP & Port... 3 SQL Connection... 4 SourceAnywhere Server Manager... 4 Add User...

More information

Cox Business Premium Online Backup USER'S GUIDE. Cox Business VERSION 1.0

Cox Business Premium Online Backup USER'S GUIDE. Cox Business VERSION 1.0 Cox Business Premium Online Backup USER'S GUIDE Cox Business VERSION 1.0 Table of Contents ABOUT THIS GUIDE... 4 DOWNLOADING COX BUSINESS PREMIUM ONLINE BACKUP... 5 INSTALLING COX BUSINESS PREMIUM ONLINE

More information

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide Dell KACE K1000 System Management Appliance Version 5.4 Service Desk Administrator Guide October 2012 2004-2012 Dell Inc. All rights reserved. Reproduction of these materials in any manner whatsoever without

More information

HGC SUPERHUB HOSTED EXCHANGE SMART PANEL 2013 USER GUIDE

HGC SUPERHUB HOSTED EXCHANGE SMART PANEL 2013 USER GUIDE HGC SUPERHUB HOSTED EXCHANGE SMART PANEL 2013 USER GUIDE V2015.12 Table of Contents 1. Login to Smart Panel 2013... 2 2. Customer Information... 3 2.1 Company Information... 3 2.2 User Setup... 3 2.3 User

More information

PORTLANDDIOCESE.ORG Email - How to Connect Table of Contents

PORTLANDDIOCESE.ORG Email - How to Connect Table of Contents 1 PORTLANDDIOCESE.ORG Email - How to Connect Table of Contents Email Access via a Web Browser... 2 Email Client Setup... 3 Outlook 2007, 2010 & 2013 for Windows... 3 Outlook for Mac 2011... 5 Mac OS X

More information

Western University Spam Firewall User s Guide

Western University Spam Firewall User s Guide Western University Spam Firewall User s Guide The Western University Spam Firewall sits between the Internet and the internal mail servers and is designed to filter messages for spam and viruses. Since

More information

Home Internet Filter User Guide

Home Internet Filter User Guide Home Internet Filter User Guide TABLE OF CONTENTS About Home Internet Filter... 2 How Home Internet Filter help you?... 2 Setting up the Residential Gateway and accessing to SingTel Home Internet Filter

More information

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011 Dell KACE K1000 Management Appliance Service Desk Administrator Guide Release 5.3 Revision Date: May 13, 2011 2004-2011 Dell, Inc. All rights reserved. Information concerning third-party copyrights and

More information

Encrypted Email Users Guide. Revised 6/8/2015

Encrypted Email Users Guide. Revised 6/8/2015 Encrypted Email Users Guide Revised 6/8/2015 Contents Encrypted email service overview Registering, activating and maintaining an account Online Help Accessing the encrypted email portal screens Downloading

More information

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Remedy Incident Management Version 3.0 Modified: 08/20/2015 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Incident Stages Overview...

More information

User Manual. Document Management System

User Manual. Document Management System User Manual Document Management System Version 1.0 1 of 23 Table of Contents 1. Introduction... 4 2. Objective... 4 3. Login to E-Governance System... 4 4. Document Management System (DMS) in E-Governance

More information

Table of Contents INTRODUCTION... 2 HOME... 3. Dashboard... 5 Reminders... 8 Announcements... 12 Preferences... 13 Recent Items... 15 REQUESTS...

Table of Contents INTRODUCTION... 2 HOME... 3. Dashboard... 5 Reminders... 8 Announcements... 12 Preferences... 13 Recent Items... 15 REQUESTS... Table of Contents INTRODUCTION... 2 HOME... 3 Dashboard... 5 Reminders... 8 Announcements... 12 Preferences... 13 Recent Items... 15 REQUESTS... 16 Request List View... 17 Requests based on Filters...

More information

Web Help Desk Technician Guide

Web Help Desk Technician Guide Web Help Desk Technician Guide Version 1.0 Information Technology Services 2011 Table of Contents I. INTRODUCTION... 1 II. GETTING STARTED... 1 A. Signing into Web Help Desk... 1 B. Exiting Web Help Desk...

More information

Partner Portal DOCUMENT. Ticketing User Guide. NTT Communications

Partner Portal DOCUMENT. Ticketing User Guide. NTT Communications DOCUMENT Partner Portal Ticketing User Guide PREPARED BY NTT Communications Copyright of this document is owned by NTT Communications Corporation. Copying a part of or whole of this document without our

More information

Wazza s QuickStart 1. Leopard Server - Install & Configure DNS

Wazza s QuickStart 1. Leopard Server - Install & Configure DNS Wazza s QuickStart 1. Leopard Server - Install & Configure DNS About this Document This document is the first in a series of documents describing the process of installing and configuring a Mac OS X 10.5

More information

Content Management System User Guide

Content Management System User Guide Content Management System User Guide support@ 07 3102 3155 Logging in: Navigate to your website. Find Login or Admin on your site and enter your details. If there is no Login or Admin area visible select

More information

Easy Manage Helpdesk Guide version 5.4

Easy Manage Helpdesk Guide version 5.4 Easy Manage Helpdesk Guide version 5.4 Restricted Rights Legend COPYRIGHT Copyright 2011 by EZManage B.V. All rights reserved. No part of this publication or software may be reproduced, transmitted, stored

More information

Booth Gmail Configuration

Booth Gmail Configuration Student email is accessed via a Booth branded Gmail service. Student mailboxes will be accessed via Gmail. Configure Gmail Settings Before you connect Gmail to send and receive Booth Gmail on your mobile

More information

Using the Barracuda Spam Firewall to Filter Your Emails

Using the Barracuda Spam Firewall to Filter Your Emails Using the Barracuda Spam Firewall to Filter Your Emails This chapter describes how end users interact with the Barracuda Spam Firewall to check their quarantined messages, classify messages as spam and

More information

Managing Spam in E-Mail & More Introduction Spam Detector Block Sender E-Mail Filters

Managing Spam in E-Mail & More Introduction Spam Detector Block Sender E-Mail Filters Managing Spam in E-Mail & More Managing Spam in E-Mail & More Introduction Spam Detector Block Sender E-Mail Filters 1 Verizon Online 2 Managing Spam in E-Mail & More Managing Spam in E-Mail & More Introduction

More information

ExDesk s Quick Start Account Configuration Guide

ExDesk s Quick Start Account Configuration Guide ExDesk s Quick Start Account Configuration Guide 1. Some Quick Definitions 2. Account Creation 3. The Decisions 4. Customizing your ExDesk account 5. Creating Admins 6. Creating additional Clients 7. Sharing

More information

Virtual Private Network (VPN)

Virtual Private Network (VPN) Virtual Private Network (VPN) Creating a Virtual Private Network (VPN) environment and using it to connect machines to each other is another way of accessing Roll Call remotely. A VPN establishes a secure

More information

Supply Chain Finance WinFinance

Supply Chain Finance WinFinance Supply Chain Finance WinFinance Customer User Guide Westpac Banking Corporation 2009 This document is copyright protected. Apart from any fair dealing for the purpose of private study, research criticism

More information

Wayland Student & Adjunct Email Account Instructions

Wayland Student & Adjunct Email Account Instructions Wayland Student & Adjunct Email Account Instructions Wayland Baptist University (WBU) provides email accounts to students and adjunct professors. These email accounts are an official form of communication

More information

Mimecast Services for Outlook (MSO4)

Mimecast Services for Outlook (MSO4) Mimecast Services for Outlook (MSO4) End User Quick Start Guide for Outlook 2010/2013 Mimecast Services for Outlook (MSO 4) is a software application that integrates with your Microsoft Outlook. Once installed,

More information

Remedy Quick Start Guide

Remedy Quick Start Guide Remedy Quick Start Guide Remedy 7 is a workflow tool for managing requests and their resolution. It is available to subscribed departments at NYU. This guide will introduce you to the basic layout and

More information

BillQuick Agent 2010 Getting Started Guide

BillQuick Agent 2010 Getting Started Guide Time Billing and Project Management Software Built With Your Industry Knowledge BillQuick Agent 2010 Getting Started Guide BQE Software, Inc. 2601 Airport Drive Suite 380 Torrance CA 90505 Support: (310)

More information

APPLICATION USER GUIDE. Application: EasyMailSetup Version: 4.1

APPLICATION USER GUIDE. Application: EasyMailSetup Version: 4.1 APPLICATION USER GUIDE Application: EasyMailSetup Version: 4.1 EasyMail Setup is a simple and convenient email management tool, which allows you to create an account, configure various domain email accounts

More information

Manual Created by Matt Ashdown (3/3/09)

Manual Created by Matt Ashdown (3/3/09) Built on 1 Manual Created by Matt Ashdown (3/3/09) Organisations in virtually every industry sector rely on their IT systems to conduct business. The IT department s ability to resolve technology issues

More information

Quick DDNS Quick Start Guide

Quick DDNS Quick Start Guide Quick DDNS Quick Start Guide Contents Before Use... 1 Enable Domain Name Access... 2 Default Domain Name Access... 2 Custom Domain Name... 3 DDNS Web Registration and Management... 5 Smart Phone Client...

More information

IRMACS E-Mail Setup. Your IRMACS e-mail is available internally by the IMAP protocol. The server settings used are:

IRMACS E-Mail Setup. Your IRMACS e-mail is available internally by the IMAP protocol. The server settings used are: IRMACS E-Mail Setup General Information This document covers both the default Apple OSX mail client and the installed Mozilla s Thunderbird mail client. If you are comfortable setting up your own mail

More information

Online Timesheets Guide for Contractors

Online Timesheets Guide for Contractors Online Timesheets Guide for Contractors Table Of Contents 1. Welcome To Online Timesheets Page 2 2. Email Activation Page 2 3. Logging Onto The Online Timesheet Portal Page 2 4. Online Timesheet Portal

More information

Barracuda Spam Firewall Users Guide. How to Download, Review and Manage Spam

Barracuda Spam Firewall Users Guide. How to Download, Review and Manage Spam Barracuda Spam Firewall Users Guide How to Download, Review and Manage Spam By: Terence Peak July, 2007 1 Contents Reviewing Barracuda Messages... 3 Managing the Barracuda Quarantine Interface... 4 Preferences...4

More information

New Help Desk Ticketing System

New Help Desk Ticketing System New Help Desk Ticketing System Starting Monday, November 30, 2009 at 6 am the University will be going live with their new help desk ticketing system. The website to access the new ticketing system is

More information

USING OUTLOOK WEB ACCESS

USING OUTLOOK WEB ACCESS USING OUTLOOK WEB ACCESS 17 March 2009, Version 1.0 WHAT IS OUTLOOK WEB ACCESS? Outlook Web Access (OWA) is a webmail service of Microsoft Exchange Server. The web interface of Outlook Web Access resembles

More information

Novell Open Workgroup Suite Small Business Edition Helpdesk

Novell Open Workgroup Suite Small Business Edition Helpdesk Administration Guide AUTHORIZED DOCUMENTATION Novell Open Workgroup Suite Small Business Edition Helpdesk 2.5 June 1, 2009 www.novell.com Helpdesk Administration Guide Legal Notices Novell, Inc. makes

More information

Email Filtering Admin Guide. Guide to Administrative Functions of Spam and Virus Filtering Service

Email Filtering Admin Guide. Guide to Administrative Functions of Spam and Virus Filtering Service Email Filtering Admin Guide Guide to Administrative Functions of Spam and Virus Filtering Service Table of Contents Welcome Page 3 Logon Page 3 Home Page 4 Spam Page 5 Message Searching Releasing Held

More information

Managing your e-mail accounts

Managing your e-mail accounts Managing your e-mail accounts Introduction While at Rice University, you will receive an e-mail account that will be used for most of your on-campus correspondence. Other tutorials will tell you how to

More information

CUSTOMER PORTAL USER GUIDE FEBRUARY 2007

CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CONTENTS INTRODUCTION 1. Access to the system 2. Case Management 2.1 Create a case 2.2 Review & Access existing cases 2.3 Update a Case 2.4 Resolve and Close a

More information

Access your Insurance Agent s web site using the URL the agency has provided you. Click on the Service 24/7 Link.

Access your Insurance Agent s web site using the URL the agency has provided you. Click on the Service 24/7 Link. 1 Access your Insurance Agent s web site using the URL the agency has provided you. Click on the Service 24/7 Link. You will need to enter your Email Address and Password assigned to you by your Agent.

More information

BOTTOM UP THINKING EMAIL SETUP INSTRUCTIONS. Unique businesses require unique solutions CLIENT GUIDE

BOTTOM UP THINKING EMAIL SETUP INSTRUCTIONS. Unique businesses require unique solutions CLIENT GUIDE BOTTOM UP THINKING Unique businesses require unique solutions EMAIL SETUP INSTRUCTIONS CLIENT GUIDE INDEX How to connect a. Deciding on best method (POP or IMAP) Setting up email on devices Webmail a.

More information

E-MAIL FILTERING FAQ

E-MAIL FILTERING FAQ V8.3 E-MAIL FILTERING FAQ COLTON.COM Why? Why are we switching from Postini? The Postini product and service was acquired by Google in 2007. In 2011 Google announced it would discontinue Postini. Replacement:

More information

SiteCount v2.0 Revised: 10/30/2009

SiteCount v2.0 Revised: 10/30/2009 SiteCount v2.0 Revised: 10/30/2009 Copyright 2009, Traf-SYS, Inc. Contents Introduction... 4 Requirements... 4 General... 4 Software... 4 Hardware... 4 Fulfilling Software Requirements... 5 Installation

More information

Rumpus FileWatch. Contents. Connecting To The Rumpus Server 2. Monitoring User Activity 3. Viewing Recent File Transfers 4

Rumpus FileWatch. Contents. Connecting To The Rumpus Server 2. Monitoring User Activity 3. Viewing Recent File Transfers 4 Contents Connecting To The Rumpus Server 2 Monitoring User Activity 3 Viewing Recent File Transfers 4 File Upload/Download Alarms 5 Retrieving Files From The Server 5 Drop Shipping Files To End Users 5

More information

AdventNet ManageEngine SupportCenter Plus :: User Guide. Table Of Contents INTRODUCTION... 3 REQUEST... 4. Creating a New Request...

AdventNet ManageEngine SupportCenter Plus :: User Guide. Table Of Contents INTRODUCTION... 3 REQUEST... 4. Creating a New Request... Table Of Contents INTRODUCTION... 3 REQUEST... 4 Creating a New Request... 5 Quick Create...5 Contact Details...5 Classifying Request Category...5 Prioritizing Request...6 Describe Request...6 Add Attachments

More information

Table of Contents Chapter 1 INTRODUCTION TO MAILENABLE SOFTWARE... 3 MailEnable Webmail Introduction MailEnable Requirements and Getting Started

Table of Contents Chapter 1 INTRODUCTION TO MAILENABLE SOFTWARE... 3 MailEnable Webmail Introduction MailEnable Requirements and Getting Started Webmail User Manual Table of Contents Chapter 1 INTRODUCTION TO MAILENABLE SOFTWARE... 3 MailEnable Webmail Introduction MailEnable Requirements and Getting Started Chapter 2 MAILENABLE KEY FEATURES OVERVIEW...

More information

Quarantined Messages 5 What are quarantined messages? 5 What username and password do I use to access my quarantined messages? 5

Quarantined Messages 5 What are quarantined messages? 5 What username and password do I use to access my quarantined messages? 5 Contents Paul Bunyan Net Email Filter 1 What is the Paul Bunyan Net Email Filter? 1 How do I get to the Email Filter? 1 How do I release a message from the Email Filter? 1 How do I delete messages listed

More information

Outlook Web Access End User Guide

Outlook Web Access End User Guide Outlook Web Access End User Guide Page 0 Outlook Web Access is an online, limited version of an Outlook client which can be used to access an exchange account from a web browser, without having an Outlook

More information

Registering at the Securemail site

Registering at the Securemail site Registering at the Securemail site Before using the Secure Mail service for the first time, you must perform a one-time service registration by completing the following steps. 1. When a Secure Mail is

More information

Table of Contents OBJECTIVE... 3 USING WORKFLOW... 3 WORKFLOW USER ATTRIBUTE MAINTENANCE... 5 WORKFLOW PARAMETER MAINTENANCE... 6

Table of Contents OBJECTIVE... 3 USING WORKFLOW... 3 WORKFLOW USER ATTRIBUTE MAINTENANCE... 5 WORKFLOW PARAMETER MAINTENANCE... 6 Using Workflow Table of Contents OBJECTIVE... 3 USING WORKFLOW... 3 WORKFLOW USER ATTRIBUTE MAINTENANCE... 5 WORKFLOW PARAMETER MAINTENANCE... 6 Establish Logon Hours (Workflow Assistant)... 12 Create

More information

MECnet Portal: Using Web-Based Email

MECnet Portal: Using Web-Based Email User Manual MECnet Portal: Using Web-Based Email Salem Public Schools Salem, Massachusetts Table of Contents Logging in at School or at Home................................. 3 The Top Navigation Bar........................................

More information

Steps for: POP (Post Office Protocol) and IMAP (Internet Message Access Protocol) setup on MAC Platforms

Steps for: POP (Post Office Protocol) and IMAP (Internet Message Access Protocol) setup on MAC Platforms Steps for: POP (Post Office Protocol) and IMAP (Internet Message Access Protocol) setup on MAC Platforms The following instructions offer options for POP and IMAP e-mail retrieval locally on your MAC.

More information

WildFire Reporting. WildFire Administrator s Guide 55. Copyright 2007-2015 Palo Alto Networks

WildFire Reporting. WildFire Administrator s Guide 55. Copyright 2007-2015 Palo Alto Networks WildFire Reporting When malware is discovered on your network, it is important to take quick action to prevent spread of the malware to other systems. To ensure immediate alerts to malware discovered on

More information

Talk-101 User Guides Mailgate Administration Guide

Talk-101 User Guides Mailgate Administration Guide Talk-101 User Guides Mailgate Administration Guide Contents Contents... 2 Accessing the Mailgate Interface... 3 Adding a new domain... 3 User Aliases... 7 Update 09/06/2005 Page: 2 of 7 Accessing the Mailgate

More information

CompleteView Admin Console Users Guide. Version 3.0.0 Revised: 02/15/2008

CompleteView Admin Console Users Guide. Version 3.0.0 Revised: 02/15/2008 CompleteView Admin Console Users Guide Version 3.0.0 Revised: 02/15/2008 Table Of Contents Configuration... 3 Starting the Admin Console... 3 Adding a Server... 4 Monitoring Server Status... 6 Menus...

More information

iservice Business Intelligence Reports Guide A guide for users of the iservice Customer Interaction Solution.

iservice Business Intelligence Reports Guide A guide for users of the iservice Customer Interaction Solution. iservice Business Intelligence Reports Guide A guide for users of the iservice Customer Interaction Solution. This user guide is intended for users of the iservice system. It is not intended to provide

More information

User Management Guide

User Management Guide AlienVault Unified Security Management (USM) 4.x-5.x User Management Guide USM v4.x-5.x User Management Guide, rev 1 Copyright 2015 AlienVault, Inc. All rights reserved. The AlienVault Logo, AlienVault,

More information

erecruitment Status Pages 19 February 2013

erecruitment Status Pages 19 February 2013 erecruitment Status Pages 19 February 2013 Table of Contents 1. erecruitment Project 2. Phase 1 3. Future 4. Summary Table 5. Training and Supporting Guidance 6. Registering as an Internal Applicant for

More information

Sending an Encrypted/Unencrypted Message. Let's Begin: Log In and Set Up Security Questions. Create Additional ProMailSource Accounts:

Sending an Encrypted/Unencrypted Message. Let's Begin: Log In and Set Up Security Questions. Create Additional ProMailSource Accounts: Let's Begin: Log In and Set Up Security Questions To start, you can log in from the ProMailSource home page. Sending an Encrypted/Unencrypted Message Every message you send through ProMailSource is automatically

More information

SMS for REST Professional

SMS for REST Professional RockendSMS Enhanced Integration SMS for REST Professional RockendSMS has newly designed and developed an upgrade to the way you send SMS through REST Professional V14 and above (RockendSMS Enhanced Integration).

More information

GUIDEWIRE. Introduction to Using WebMail. macrobatix. Learn how to: august 2008

GUIDEWIRE. Introduction to Using WebMail. macrobatix. Learn how to: august 2008 macrobatix GUIDEWIRE august 2008 Introduction to Using WebMail Learn how to: Manage Your Inbox Compose a Message Activate Spam Filter Modify Spam Settings Check Held Messages *To download the complete

More information

Using the Barracuda to Filter Your Emails

Using the Barracuda to Filter Your Emails Using the Barracuda to Filter Your Emails The following describes how end users interact with the Barracuda to check their quarantined messages, classify messages as spam and not spam, and modify their

More information

Outlook Express POP Instructions - Bloomsburg University Students

Outlook Express POP Instructions - Bloomsburg University Students 1. Open Outlook Express by clicking Start, All Programs, and Outlook Express. 2. Click on the Tools menu and click Accounts. 1 3. Click on Add Mail 4. Enter your name and click Next. 2 5. Enter your full

More information

M&M MORTGAGE SERVICES INTEGRATION

M&M MORTGAGE SERVICES INTEGRATION M&M MORTGAGE SERVICES INTEGRATION M&M Mortgage Services Integration Table of Contents Create a Login and Password on the M&M Portal... 2 Create an M&M Mortgage Services Client... 3 Importing Orders...

More information

OUTLOOK ANYWHERE CONNECTION GUIDE FOR USERS OF OUTLOOK 2010

OUTLOOK ANYWHERE CONNECTION GUIDE FOR USERS OF OUTLOOK 2010 OUTLOOK ANYWHERE CONNECTION GUIDE FOR USERS OF OUTLOOK 2010 CONTENTS What is Outlook Anywhere? Before you begin How do I configure Outlook Anywhere with Outlook 2010? How do I use Outlook Anywhere? I already

More information

Attix5 Pro Server Edition

Attix5 Pro Server Edition Attix5 Pro Server Edition V7.0.2 User Manual for Mac OS X Your guide to protecting data with Attix5 Pro Server Edition. Copyright notice and proprietary information All rights reserved. Attix5, 2013 Trademarks

More information

How to use Mints@Home

How to use Mints@Home How to use Mints@Home Citrix Remote Access gives Mints users the ability to access University Of Cambridge and MINTS resources from any computer, anywhere in the world,. The service requires a high-speed

More information

LIBRARY MEMBER USER GUIDE

LIBRARY MEMBER USER GUIDE LIBRARY MEMBER USER GUIDE CONTENTS PAGE Part 1) How to create a new account... 2 Part 2) How to checkout a magazine issue... 4 Part 3) How to download and use Zinio Reader 4... 8 a) For your PC... 8 b)

More information

Use of UniDesk Code of Practice

Use of UniDesk Code of Practice Use of UniDesk Code of Practice Introduction This code of practice outlines the support mechanisms in place for the security of the UniDesk service. References are made to Exchange, EASE, Shibboleth, Identity

More information

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Change Management... 4 Icons... 4. RFC Procedures... 5

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Change Management... 4 Icons... 4. RFC Procedures... 5 Remedy Change Management Version 3.0 Modified: 10/27/2015 Table of Contents Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Change Management... 4 Icons... 4 RFC Procedures... 5 Process Flow

More information