Table of Contents Verizon EMAG User Guide Version 2.3

Table of Contents Verizon EMAG User Guide Version 2.3 Introduction Sign In Setting Up Your Admin Account Admin Groups and Contacts Admin Import and Export Sending Your Message- Admin Admin Status and Reports Your Verizon EMAG Account Groups and Contacts Import and Export Sending Your Message Status and Reports Additional Information 1

Table of Contents Verizon EMAG User Guide Version 2.3 List of Figures Figure 1. Sign In Screen 8 Figure 2. EMAG Sign Out Error! Bookmark not defined. Figure 3. Contact Info 9 Figure 4. Admin Settings 11 Figure 5. SMTP Email Connections 12 Figure 6. SNPP Connections 13 Figure 7. WCTP Connections 15 Figure 8. Sub Accounts 16 Figure 9. Create New Sub Account 17 Figure 10. Groups and Contacts 18 Figure 11. Add Contacts 19 Figure 12. Edit Contacts 20 Figure 13. Groups 21 Figure 14. Add Group 22 Figure 15. Edit Group 23 Figure 16. TXT comma separated file format 24 Figure 17. Import Contacts 24 Figure 18. Import Groups 25 Figure 19. Export Contacts 26 Figure 20. File Download 26 Figure 21. Export Groups 27 Figure 22. File Download 27 Figure 23. Entering Test Mode Screen 28 Figure 24. Test Mode On 28 Figure 25. Send Internal Message 29 Figure 26. Insert Groups or Contacts 31 Figure 27. Send External Message 32 Figure 28. Calendared Events 32 Figure 29. Edit Messages 34 Figure 30. List View of Scheduled Messages 35 Figure 31. Status Menu 36 Figure 32. View Message Detail 37 Figure 33. Tracking 38 Figure 34. Exported Tracking Data 39 Figure 35. Traffic Report 40 Figure 36. Exported Traffic Summary 40 Figure 37. Statistics Report 41 Figure 38. Delivery Report 42 Figure 39. Groups and Contacts 45 Figure 40. Add Contacts 45 Figure 41. Edit Contacts 47 Figure 42. Groups 48 Figure 43. Add Group 49 Figure 44. Edit Group 50 2

Table of Contents Verizon EMAG User Guide Version 2.3 Figure 45. TXT comma separated file format 51 Figure 46. Import Contacts 51 Figure 47. Import Groups 52 Figure 48. Export Contacts 53 Figure 49. File Download 53 Figure 50. Export Groups 54 Figure 51. File Download 54 Figure 52. Entering Test Mode Screen 55 Figure 53. Test Mode On 55 Figure 54. Send Internal Message 56 Figure 55. Insert Groups or Contacts 58 Figure 56. Send External Message 59 Figure 57. Calendared Events 60 Figure 58. Edit Messages 61 Figure 59. List View of Scheduled Messages 62 Figure 60. Status Menu 63 Figure 61. View Message Detail 64 Figure 62. Tracking 65 Figure 63. Exported Tracking Data 66 Figure 64. Traffic Report 67 Figure 65. Exported Traffic Summary 67 Figure 66. Statistics Report 68 Figure 67. Delivery Report 69 3

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Welcome Purpose The Enterprise Messaging Access Gateway (EMAG) is a web based portal that allows enterprises to perform provisioning configuration and statistics/reporting for all messaging sent from the EMAG. The Enterprise EMAG can also be used as an alternative message delivery mechanism. Scope This document will outline the processes, features and user experience of the Verizon EMAG so that the end user may maximize the benefits of the EMAG. System and Business Application Key Features The User will be able to access the following Key Features from the EMAG: Send Messages Allows the user to send Messages through the EMAG both internal and externally as well as create reoccurring and deferred messages. Groups and Contacts Allows Users to Create, Edit and Delete Contacts, create, edit and delete Groups with Contacts and manage both Groups and Contacts. Status Allows Users to check on the Status of Messages and Track message progression. Reports Allows the User to track sent messages using different key factors and to export those reports. Import/Export Contacts Allows the User to bring contacts into the EMAG from a CSV file and to export contacts into a CSV file. Help Allows Users to access a list of FAQ s and Troubleshoot common problems. Environment Verizon EMAG is optimized for use with Microsoft Windows Explorer. Any other browser may encounter some unknown errors in viewing. EMAG Roles There are two types of accounts on the Verizon EMAG. The first type is the End User Account or Sub Account. The Sub Account has the ability to access the EMAG, Create their own account settings, Add and Manage Contacts and Groups 4

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 of Contacts. Additionally, the Sub Account user can Prepare and Send Test Messages, Send Internal and External Messages individually or as part of a campaign, Track Message Status and Create, Utilize and Download Reports. The Administrator Account has the same abilities as the Sub Account user, with the additional ability to Create and Manage Connections and Sub Accounts, as well as Send a Support Ticket to Verizon Help. EMAG may be used effectively from any application already owned by the enterprise to send messages and receive responses. Colleges, for instance, might use EMAG to distribute weather, class scheduling, facilities announcements, and other pertinent information to students. The EMAG administrator would be responsibility for all authorizations regarding access to and use of the EMAG. The administrator may assign administrative rights to a limited number of others to act in the administrator s behalf to create subaccounts for access and use of the EMAG facilities. Department heads, for instance, may wish to create functional lists of addressees for their purposes ( ROTC, Drama, Sciences, Deans, Administration, Construction, Security and others may desire to have their own unique distribution lists from the EMAG to provide notifications and receive replies. Enterprises who otherwise qualify for direct access to EMAG may wish to use the services of a third party to relay messages to EMAG and to other carriers and email locations. That is permissible but will require a unique set up including the establishment of a special subdomain and the identification of a specific and static IP address ( or limited range of IP addresses) from the third party telecommunications services company. An example may be the XXXX college wishes to use YYYY transport company to send alerts to XXXX college staff, students and support personnel. To use EMAG, the IP(s) of YYYY transport company must be provisioned on XXXX college s EMAG profile and the domain must be established which would look as follows in the messaging headers.. aaaaaa@xxxx.yyyy.com. That arrangement must be specifically arranged between the college and the services company and must be provisioned under XXXX college s technical parameters in the EMAG. Security Features Enterprises must provide to Verizon Wireless for provisioning to the EMAG, a MASTER IP address for administrative access to the EMAG. Access to the administrative functions of the EMAG will be limited to that IP address Additionally, Enterprises must provide IP addresses for access to EMAG for each and every EMAG facing server by protocol. A maximum of 15 IP address / domain / authorized user are permitted for each protocol. For SMTP services through EMAG, domains defined by the enterprise must be exactly associated with specific IP addresses. That correlation will be validated in each messaging instance to ensure that only authorized IP s / Domains use this facility. In addition to the IP / Domain correlations, access to the EMAG will require entry of an active and valid Verizon Wireless telephone number an a Secure sign On Password established within the Verizon Wireless Access Manager data base validating the use of the handset number / password combination at each attempted access. Each subaccount holder will be permitted access only through the use of a valid Verizon Wireless handset number and password. A single handset telephone number can be used only once within an EMAG account. This means that several subaccounts will not be permitted to share a handset accounts across subaccounts for access to the EMAG. Network Information The Enterprise Messaging portal may be found at enterprisemessaging.vzw.com. Entry to the site will require 1.execution of an Enterprise Messaging use agreement 2. activation of a mobile phone and subscription to an Enterprise Messaging price plan to be associated exclusively with the use of this platform 3.acquision and use of a Verizon Wireless Secure Sign On password and 4. provisioning of a master IP address as provided to Verizon Wireless. 5

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Protocol level access to EMAG must comply with the following settings: IP addresses should not be used for SNPP and WCTP connectivity, as automatic failover from one of our complexes to the other will not occur in the event of a service disruption. VZW cannot notify every customer when failovers occur for planned or unplanned reasons. The production IP addresses and URL s for SNPP and WCTP are: WCTP: User Account Name and Password must match the credentials provisioned in EMAG 69.78.128.183 Port: 80 or 443 http://vzemag.biz/wctp https://vzemag.biz/wctp SNPP: User Account Name and Password must match the credentials provisioned in EMAG 69.78.66.245 Port: 444 or 7777 http://snpp.vzemag.biz https://snpp.vzemag.biz SMTP: From Addresses must be within the domain and subdomain / IP combinations provisioned in EMAG To Address must be to: MDN@vzemag.biz SMTP service can only be accessed using the domain vzemag.biz. Our network will reject SMTP traffic addressed to any other address including our IP address. Port: 25 http://66.174.75.184:444 6

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Protocol Features Glossary ID Creation To Create an ID, an Administrator must set up an account for use. Verizon will provision all Administrator Accounts. The Administrator must contact their Verizon Representative to have the account established and provisioned. Verizon Wireless anticipates communicating with the Enterprise Messaging Administrator in case of any technical questions. The Administrator must enter all Sub Account information as well as establish and monitor IP address validity. Please refer to the EMAG Roles section in the Introduction for details about the types of accounts within the EMAG. Sign In 7

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Once the EMAG Site is accessed, the User will be required to enter their EMAG Mobile number and Password to enter the EMAG. The Main EMAG Page contains the Sign In screen. The User can enter their information and click Sign In to enter. Clicking on any of the information in the Verizon Quicklinks bar will take the user outside of the EMAG. The URL to directly access the EMAG Log in site is http://enterprisemessaging.vzw.com. Figure 1. Sign In Screen 8

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 The following sections are for Administrator Accounts ONLY. This section describes how the System Administrator provisions the enterprise connections (SMTP, SNPP and WCTP), along with updating and deleting both Contact Information and Sub Accounts. Contact Info The Contact Info tab on the Admin Settings menu will give you the option to add, edit or delete Enterprise contact information as shown in Figure 3. On the contact info page, the three primary EMAG Contacts will be listed for a Company. The Company information is entered and updated by the Administrator for access to contact information. Figure 2. Contact Info Sign Out The User can sign out at anytime from the EMAG, and sign back in using the same steps to Sign In. The Sign Out button is located at the top right corner of the EMAG. 9

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Figure 3. EMAG Sign Out To Update an Enterprise s Contact Information: This action will allow the System Administrator to update the information for an existing Enterprise. The resulting page will present the information and will be used by Verizon to contact the Company. At this time, the System Administrator can update any editable fields for the existing Enterprise. Finally, the user will click the button to update the changes. To Delete an Enterprise s Contact Information: This action will allow the System Administrator to remove an existing Enterprise s contact information. The resulting page will present the information for the existing enterprise. At this time, the System Administrator can remove information from any editable fields for the existing Enterprise. Connection Settings 10

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Click the Settings tab on the Admin Settings menu, the resulting page will give you the option to add, edit or delete Enterprise connections as shown in Figure 4. Figure 4. Admin Settings 11 SMTP Connections For each existing Enterprise, up to 15 SMTP connections can be configured. The data for available Domains and IP Addresses must be preconfigured via the Verizon Wireless Representative or data sales manager from written request by EMAG Administrative or Business Contact. All available Domains and IP Addresses must exist in the

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 EMAG_MASTER_DOMAIN_LIST and the EMAG_MASTER_IP_LIST, respectively. Each Domain must be associated with a specific IP address. To view the specific authorized Email addresses in SMTP settings, click the Go To EM button located at the bottom of the SMTP screen. Figure 5. SMTP Email Connections To Create a New SMTP connection: From the Domain section select a domain name from the drop down list, and then select the IP Address that is to be associated with that domain. A domain may be associated with more than one IP address and an IP address may have more than one domain associated with it. Finally, the user will click the button to save the connection information. After creating a new entry the data will be save to the ENTERPRISE_CONNECTION table in the database. To Edit a SMTP connection: Simply select the drop down values in the fields, then click the button. To Delete a SMTP connection: Simply remove all of the values in the fields, then click the button. 12

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 SNPP Connections For each existing Enterprise, up to 15 SNPP connections can be configured. The data for available IP Addresses must be preconfigured via the Verizon Wireless Representative or data sales manager from written request by EMAG Administrative or Business Contact. All available IP Addresses must exist in the EMAG_MASTER_IP_LIST table prior to configuring a connection. Administrator must fill in all user info for Sub Accounts, please reference Client Software Appendix for details. Figure 6. SNPP Connections To Create a New SNPP connection: From the IP section select the IP Address that is to be associated with the new connection, then enter the valid Username and Password. Finally, the Administrator will click the button to save the connection information. After creating a new entry the data will be save to the ENTERPRISE_CONNECTION table in the database. 13

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 To Edit a SNPP connection: Simply change the values in the fields, then click the To Delete a SNPP connection: Simply mark the check box to the right of the row, then click the button. button. WCTP Connections For each existing Enterprise, up to 15 SNPP connections can be configured. The data for available IP Addresses must be preconfigured via the Verizon Wireless Representative or data sales manager from written request by EMAG Administrative or Business Contact. All available IP Addresses must exist in the EMAG_MASTER_IP_LIST table prior to configuring a connection. Administrator must fill in all user info for Sub Accounts, please reference Client Software Appendix for details. 14

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 Figure 7. WCTP Connections To Create a New WCTP connection: From the IP section select the IP Address that is to be associated with the new connection, then enter the valid Username and Password. Finally, the Administrator will click the button to save the connection information. After creating a new entry the data will be save to the ENTERPRISE_CONNECTION table in the database. 15

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 To Edit a WCTP connection: Simply change the values in the fields, then click the button. To Delete a WCTP connection: The user should place a check in the Check Box that is associated with the row to be removed, then click the button. Creating and Managing Sub Accounts For every EMAG Account the user is permitted to create Sub Accounts. Sub Accounts are given the ability to send messages to contact/groups within the EMAGs messaging section and viewing reports on account activity. Click the Sub Accounts tab on the Admin Settings menu, the resulting page will give you the option to add, edit or delete Enterprise contact information as shown in Figure 8. Figure 8. Sub Accounts To Create a New Sub-Account: Select the link, Create New Sub-Account, the resulting page will be displayed as shown in Figure 9. This action will allow the System Administrator to create sub-accounts that are associated with and billed to the Pilot Mobile for an Enterprise. The Sub Account can be established by indentifying and Verizon Wireless number and FSO password for that mobile. The Number and password for that account will be used in the EMAG for that user. At this time, the System Administrator can update any editable fields for the newly created sub-account. Finally, the user will click the button to save the contact information. 16

Setting Up Your Admin Account Verizon EMAG User Guide Version 2.3 To Edit a Sub-Account: Simply click change the values in the fields, then click the button. To Delete a Sub-Account: The user should place a check in the Check Box that is associated with the row to be removed, then click the button. Figure 9. Create New Sub Account 17 Active and Inactive Accounts: Only Active Accounts will be able to Sign In and access EMAG functions. Inactive account will retain the information entered and can be made active by simply setting their status to active. While an account is inactive, it will not recognize the Sign In information and that account will not have any access to the EMAG functions in any capacity.

Admin Groups and Contacts Verizon EMAG User Guide Version 2.3 Features Overview The EMAG will allow users to Create and Save Contacts and edit those contacts in real-time. The user will also be able to Create and Save Groups within the EMAG which can have contacts added and removed anytime. This will allow the User to manage groups to send multiple MDN s. The Administrative account Groups and Contacts will be seen by all Sub Accounts as Enterprise Groups. It is the Administrators responsibility to create and maintain those Groups and Contacts. Adding and Managing Contacts This section describes how the Administrator manages both Contacts and Groups as recipients for the entire Enterprise. The Administrator may create, update and delete the Contacts and Groups information locally. Contacts allow the Administrator to store the names and mobile numbers of individual contacts. These names are available from the Send Message page. Individual Contacts must be entered before Group lists can be created. If adding multiple Contacts or Groups, please see section on Importing and Exporting Groups and Contacts. Contacts Click the Contacts tab on the Groups & Contacts menu, the resulting page will give you the option to add, edit or delete local contact information and view Enterprise Contacts as shown in Figure 10. Figure 10. Groups and Contacts To Create a New Contact: Select the link, Add a Contact, the resulting page will be displayed as shown in Figure 11. This action will allow the User to create Contacts as recipients of messages. At this time, the User can update any editable fields for the newly created contact. Only the MDN is required, however the user may input fields for First and Last name, Department and Company for their own purposes. Finally, the user will click the button to save the contact information. 18

Admin Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 11. Add Contacts To Edit a Contact: Simply click the MDN associated with the local contact to be edited in Figure 10. Only the MDN is required, however the user may input First and Last name, Department and Company for their own purposes. The Administrator should be careful to include all information needed as the Sub Accounts will have access to all Administrative Contacts. Change the values in the fields, then click button to save the changes. 19

Admin Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 12. Edit Contacts To Delete a Contact: This action will allow the User to remove a contact. When a contact is created it appears on the Contact screen, a Delete checkbox will be displayed in line with the contact on the screen in Figure 10. To delete a specific contact, the user shall check the Delete checkbox in the contact screen, then click the button. Creating and Utilizing Groups Click the Groups tab on the Groups & Contacts menu, the resulting page will give you the option to add, edit or delete contact information as shown in Figure 13. The Groups created by the Administrator Account are labeled Enterprise Groups while those created by the individual Sub Account are labeled Local Groups. All Sub Accounts can view all Enterprise Groups but can only view Local Groups created on their own Sub Account. 20

Admin Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 13. Groups To Create a New Group: Select the link, Add a Group, the resulting page will be displayed as shown in Figure 14. This action will allow the User to create Groups as recipients of messages. At this time, the User can update any editable fields for the newly created group. From the Contacts list on the left select the contact to be added to the group by placing a check in the check box associated with the contact and then click the button. Finally, in the Group Members list, verify the selections by placing a check in the check box associated with the contact and then the button to save the contact information. When choosing Internal Groups versus External, Internal refers to a group inside the EMAG with Account MDN s. External refers to those MDN s outside the EMAG. 21

Admin Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 14. Add Group To Edit a Group: Simply click the Group Name associated with the group to be edited, change the values in the fields, or Add and Remove members then click button. 22

Admin Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 15. Edit Group To Delete a Group: This action will allow the User to remove a group. When a group is created it appears on the Group screen, a Delete checkbox will be displayed in line with the group. To delete a specific group, the user shall check the Delete checkbox in the contact screen, then click the button. 23

Admin Import and Export Verizon EMAG User Guide Version 2.3 Importing and Exporting Contacts and Groups This section describes how the User can either Import Contacts and Groups into their respective accounts or Export Contacts and Groups into a file from their respective accounts. The User can Import/Export either Contact or Group information. The Administrator is responsible for inputting MDN s that the Sub Accounts will be able to draw from. Sub Accounts may add their own local contacts, but the enterprise contacts will be based solely on the Administrator account. To create MDN s that only the Administrative Account can view, a Sub Account for the Administrator must be created and those contacts must be added locally to that account. Note: All files must be comma separated value in txt file format (TXT). Files must contain the following information in the exact order: MDN (no hyphens), Last name, First name, Company, Department. The file must be saved in.txt format. The format is shown in Figure 16. Figure 16. TXT comma separated file format To Import a Contact(s): Select the button and navigated to the TXT file to be imported. Finally, click the button to import the contact(s) information. Figure 17. Import Contacts 24

Admin Import and Export Verizon EMAG User Guide Version 2.3 To Import a Group(s): Select the button and navigated to the TXT file to be imported. Finally, click the button to import the contact(s) information. Figure 18. Import Groups To export a contact(s): Enter the filename you wish to export the file to and click the button to export the contact(s) information. Finally, select the save option from the File Download pop-up window and navigate to the directory in which you wish to save the file. 25

Admin Import and Export Verizon EMAG User Guide Version 2.3 Figure 19. Export Contacts Figure 20. File Download To export a group: Select the Group Name to be exported and then enter the filename you wish to export the file to and click the button to export the group information. Finally, select the save option from the File Download pop-up window and navigate to the directory in which you wish to save the file. 26

Admin Import and Export Verizon EMAG User Guide Version 2.3 Figure 21. Export Groups Figure 22. File Download 27

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 Features Overview The Send Message Feature will allow a user to Create and Send a Test Message, Create and Send individual Messages and Message Campaigns, Send External Messages and Edit a Message Campaign. This section also covers the Calendar Feature, which can be used to manage Messaging Campaigns. Both the Administrator User and Sub Account User can Create and Send Messages. Setting Up a Test Message Sending a Test Message allows all Users to send a sample of a text message to a single or limited number of MDNs in order to preview the look of the message. In order to access the Test Mode, from the Send Message Screen click on the link Test Mode Off. If link reads Test Mode On, the Test Mode is currently active. Figure 23. Entering Test Mode Screen To Send a Test Message to enter a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com in the Test Contact(s) field. Then, populate the Message Name field and the Your Message field. When all necessary fields have been completed click the TEST button to deliver the message. Figure 24. Test Mode On 28

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 Managing Contacts and Groups for an Internal Message This section allows the User to Send a Text Message to an MDN or multiple MDNs, by simply entering a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com or click on the Insert Groups/Insert Contacts link. Separate each address with a comma, but NO spaces (Ex: Sam@XXXX.com, 9991234567). Internal Messaging To Send a Text Message: To Send a Text Message to an MDN or multiple MDNs, simply enter a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com in the Contact(s) field. Then, populate the Message Name field and the Your Message field. When all necessary fields have been completed click the button to deliver the message. Figure 25. Send Internal Message 29

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 If you have already set up Contacts and Groups, you will notice that your Contacts and Group contact names are displayed in a list when you click the Message Name link. Check the desired groups to be added to the recipients list and click the button. Then follow the instruction above to complete the delivery of the message. 30

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 Figure 26. Insert Groups or Contacts The Group(s) or Contact(s) and Your Message fields are required. All other fields are optional. Setting up an External Message To Send a Campaign: An External Campaign is one to those users who are not registered in the EMAG. Internal Messages are intended for Internal business operations, while External Messages are sent to a processed file of recipients. To Send a Campaign Message to an MDN or multiple MDNs, simply click the button and navigate to the campaign file to be loaded from the pop up window. enter a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com in the Contact(s) field. Then, populate the Message Name field and the Your Message field. When all necessary fields have been completed click the button to deliver the message. 31

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 Figure 27. Send External Message This feature also allows the User to use Enhanced Text Messaging (EMS). Enhanced Text Messaging uses the Enhanced Messaging Service (EMS) to add upgraded features to regular text messages. With an enhanced text messaging capable phone you can enjoy the following additional features: Extended Message Length: An enhanced text messaging capable phone will allow you to compose an Enhanced Text message over 1000 characters long. To Send an EMS Message: To send an EMS message to a recipient, simply check the EMS check box prior to sending the message. To Edit a Message: Once a reoccurring or delayed message has been created, it can be edited using the Calendar tool. The Calendar Tool can be accessed on the Send Message Menu by clicking the Calendared Events Tab. 32 Figure 28. Calendared Events

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 On the Calendar, click the scheduled message to edit and edit any and all fields from the Edit Message screen and click Save. Administrator Accounts can select a Sub Account to view all calendared events associated with that Account. 33

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 Figure 29. Edit Messages Note: Pending Messages can also be deleted by using the delete button on the Edit Message Screen. List View: A list view of Pending Messages can also be accessed. On the Calendar page, click Detailed View to get a list of all Pending Messages. Click on a message to go to the Edit Message Screen. 34

Sending Your Message- Admin Verizon EMAG User Guide Version 2.3 Figure 30. List View of Scheduled Messages 35

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Features Overview The Status and Reports Features of the EMAG Allow both the Administrator User and Sub Account User to Check on the Status of a Messaging Campaign and Individual Message, Track Messages. The Reports feature allows both the Administrator User and Sub Account User to View Message Statistics, Traffic and Delivery Time, as well as a detailed Delivery Report. Checking the Status of a Campaign This section allows the User to track the status of their messages within the EMAG by date and sender. Status Menu On the Status Menu, select the sender whose messages to track. Then select the start and end dates for your search. Click the Filter button and the results will display below, however only the Messages where the receiving phone replies will have the status shown. Figure 31. Status Menu To View Reply Detail: Users also have the ability to view the replies of a message campaign. Simply click on the View link under the Replies field to view the replies of the message in Microsoft Excel. To View Message Detail: Users also have the ability to view the details of a message campaign. Simply click on the Message Job ID to view the details of the message. 36

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Figure 32. View Message Detail Checking the Status of an Individual Message From the Status Menu, select the Tracking Tab. Enter the requested search dates and requirements and a display of messages will display below. You can track messages for a single MDN, or enter * to view all. 37

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Figure 33. Tracking Note: Once Tracking information is populated, the User can filter what columns they prefer to view by clicking the Show/Hide Columns link and selecting individual columns. Exporting Tracking Data: Users also have the ability to export tracking data into an Excel file. After setting the date range and filters, click the Export link to open or save a file in Excel. Messages are sorted in Excel by Sub Account and sorted again by Group. 38

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Figure 34. Exported Tracking Data 39

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Creating and Utilizing Reports This section details how the User can create and view reports based on EMAG activity through the site. Traffic From the Reports menu, click on the Traffic Tab. From the Traffic Menu screen, set parameters for Traffic information to be published in the Report. Then click the Filter Button. This will bring up the result of all Traffic information listed below. To Export, click the Export Link on the Report and Save. Figure 35. Traffic Report Exporting Traffic Data: Users also have the ability to export traffic data into an Excel file. After setting the date range, click the Export link to open or save a file in Excel. Figure 36. Exported Traffic Summary 40

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Statistics From the Reports menu, click on the Statistics Tab. From the Statistics Menu screen, set parameters for statistics to be published in the Report. Then click the Filter Button. This will bring up the result of all Statistics listed by date below. The purpose of this report is to give an hour by hour system utilization report Figure 37. Statistics Report 41

Admin Status & Reports Verizon EMAG User Guide Version 2.3 Delivery Time From the Reports menu, click on the Delivery Time Tab. From the Traffic Menu screen, set parameters for Delivery information to be published in the Report. Then click the Filter Button. This will bring up the result of all Delivery information listed by date below to allow the User to see when and how messages were delivered. The purpose of this report is to analyze how long a message is delivered once submitted to the EMAG. Figure 38. Delivery Report 42

43 Admin Status & Reports Verizon EMAG User Guide Version 2.3

Your Verizon EMAG Account Verizon EMAG User Guide Version 2.3 Features Overview EMAG will allow users to Create and Save Contacts and edit those contacts in real-time. The user will also be able to Create and Save Groups within the EMAG which can have contacts added and removed anytime. This will allow the User to manage groups that to send messages to multiple MDN s. As an EMAG User, a list of contacts and groups created by your Administrator will appear in your EMAG as Enterprise Contacts and Groups. You may add your own Contacts and Groups as Local Contacts and Groups. These Local Contacts and Groups will only be accessible from your Account. Your Account Your account will be represented by your Verizon MDN. Your MDN will sign you into your own EMAG Account and manage all account information. You will be able to Send Messages from your MDN in this account, as well as manage Groups and Contacts locally and check on Status and Tracking of messages Sent by your MDN. In addition, you will also have access to your Reports for all messages sent with your MDN. Technical Issues All technical issues must be resolved through your Administrator. Your Administrator will have access to your account information and can troubleshoot most technical issues through their Administrator Account. The Administrator also will have the ability to open a Support Ticket with Verizon should the problem not be addressed through Administrator troubleshooting. 44

Groups and Contacts Verizon EMAG User Guide Version 2.3 Adding and Managing Contacts This section describes how the User manages both Contacts and Groups as recipients locally. The User may create, update and delete the Contacts and Groups information locally. Contacts allow the user store the names and mobile numbers of personal contacts. These names are visible from the Send Message page. Individual Contacts must be entered before Group lists can be created. If adding multiple contacts, please see section on Importing and Exporting. Contacts Click the Contacts tab on the Groups & Contacts menu, the resulting page will give you the option to add, edit or delete local contact information and view Enterprise Contacts as shown in Figure 39. Figure 39. Groups and Contacts To Create a New Contact: Select the link, Add a Contact, the resulting page will be displayed as shown in Figure 40. This action will allow the User to create Contacts as recipients of messages. At this time, the User can update any editable fields for the newly created contact. Only the MDN is required, however the user may input fields for First and Last name, Department and Company for their own purposes. Finally, the user will click the button to save the contact information. Figure 40. Add Contacts 45

Groups and Contacts Verizon EMAG User Guide Version 2.3 To Edit a Contact: Simply click the MDN associated with the local contact to be edited. Only the MDN is required, however the user may input First and Last name, Department and Company for their own purposes. Change the values in the fields, then click button to save the changes. 46

Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 41. Edit Contacts To Delete a Contact: This action will allow the User to remove a contact. When a contact is created it appears on the Contact screen, a Delete checkbox will be displayed in line with the contact. To delete a specific contact, the user shall check the Delete checkbox in the contact screen, then click the button. Creating and Utilizing Groups Click the Groups tab on the Groups & Contacts menu, the resulting page will give you the option to add, edit or delete contact information as shown in Figure 42. The Groups created by the Administrator Account are labeled Enterprise Groups while those created by the individual Sub Account are labeled Local Groups. All Sub Accounts can view all Enterprise Groups but can only view Local Groups created on their own Sub Account. 47

Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 42. Groups To Create a New Group: Select the link, Add a Group, the resulting page will be displayed as shown in Figure 43. This action will allow the User to create Groups as recipients of messages. At this time, the User can update any editable fields for the newly created group. From the Contacts list on the left select the contact to be added to the group by placing a check in the check box associated with the contact and then click the button. Finally, in the Group Members list, verify the selections by placing a check in the check box associated with the contact and then the button to save the contact information. When choosing Internal Groups versus External, Internal refers to a group inside the EMAG with Account MDN s. External refers to those MDN s outside the EMAG. 48

Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 43. Add Group To Edit a Group: Simply click the Group Name associated with the group to be edited, change the values in the fields, or Add and Remove members then click button. 49

Groups and Contacts Verizon EMAG User Guide Version 2.3 Figure 44. Edit Group To Delete a Group: This action will allow the User to remove a group. When a group is created it appears on the Group screen, a Delete checkbox will be displayed in line with the group. To delete a specific group, the user shall check the Delete checkbox in the contact screen, then click the button. 50

Import and Export Verizon EMAG User Guide Version 2.3 Importing and Exporting Contacts and Groups This section describes how the User can either Import Contacts and Groups into their respective accounts or Export Contacts and Groups into a file from their respective accounts. The User can Import/Export either Contact or Group information. Note: All files must be comma separated value in txt file format (TXT). Files must contain the following information in the exact order: MDN (no hyphens), Last name, First name, Company, Department. The file must be saved in.txt format. The format is shown in Figure 45. Figure 45. TXT comma separated file format To Import a Contact(s): Select the button and navigated to the TXT file to be imported. Finally, click the button to import the contact(s) information. Figure 46. Import Contacts 51

Import and Export Verizon EMAG User Guide Version 2.3 To Import a Group(s): Select the button and navigated to the TXT file to be imported. Finally, click the button to import the contact(s) information. Figure 47. Import Groups To export a contact(s): Enter the filename you wish to export the file to and click the button to export the contact(s) information. Finally, select the save option from the File Download pop-up window and navigate to the directory in which you wish to save the file. 52

Import and Export Verizon EMAG User Guide Version 2.3 Figure 48. Export Contacts Figure 49. File Download To export a group: Select the Group Name to be exported and then enter the filename you wish to export the file to and click the button to export the group information. Finally, select the save option from the File Download pop-up window and navigate to the directory in which you wish to save the file. 53

Import and Export Verizon EMAG User Guide Version 2.3 Figure 50. Export Groups Figure 51. File Download 54

Sending Your Message Verizon EMAG User Guide Version 2.3 Features Overview The Send Message Feature will allow a user to Create and Send a Test Message, Create and Send individual Messages and Message Campaigns, Send External Messages and Edit a Message Campaign. This section also covers the Calendar Feature, which can be used to manage Messaging Campaigns. Setting Up a Test Message Sending a Test Message allows all Users to send a sample of a text message to a single or limited number of MDNs in order to preview the look of the message. In order to access the Test Mode, from the Send Message Screen click on the link Test Mode Off. If link reads Test Mode On, the Test Mode is currently active. Figure 52. Entering Test Mode Screen To Send a Test Message to enter a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com in the Test Contact(s) field. Then, populate the Message Name field and the Your Message field. When all necessary fields have been completed click the TEST button to deliver the message. Figure 53. Test Mode On 55

Sending Your Message Verizon EMAG User Guide Version 2.3 Managing Contacts and Groups for an Internal Message This section allows the User to Send a Text Message to an MDN or multiple MDNs, by simply entering a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com or click on the Insert Groups/Insert Contacts link. Separate each address with a comma, but NO spaces (Ex: Sam@XXXX.com, 9991234567). Internal Messaging To Send a Text Message: To Send a Text Message to an MDN or multiple MDNs, simply enter a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com in the Contact(s) field. Then, populate the Message Name field and the Your Message field. When all necessary fields have been completed click the button to deliver the message. Figure 54. Send Internal Message 56

Sending Your Message Verizon EMAG User Guide Version 2.3 If you have already set up Contacts and Groups, you will notice that your Contacts and Group contact names are displayed in a list when you click the Message Name link. Check the desired groups to be added to the recipients list and click the button. Then follow the instruction above to complete the delivery of the message. 57

Sending Your Message Verizon EMAG User Guide Version 2.3 Figure 55. Insert Groups or Contacts The Group(s) or Contact(s) and Your Message fields are required. All other fields are optional. Setting up an External Message To Send a Campaign: An External Campaign is one to those users who are not registered in the EMAG. Internal Messages are intended for Internal business operations, while External Messages are sent to a processed file of recipients. To Send a Campaign Message to an MDN or multiple MDNs, simply click the button and navigate to the campaign file to be loaded from the pop up window. enter a Verizon Wireless 10-digit mobile number, a Verizon Wireless SMS 'user'@xxxx.com in the Contact(s) field. Then, populate the Message Name field and the Your Message field. When all necessary fields have been completed click the button to deliver the message. 58

Sending Your Message Verizon EMAG User Guide Version 2.3 Figure 56. Send External Message This feature also allows the User to use Enhanced Text Messaging (EMS). Enhanced Text Messaging uses the Enhanced Messaging Service (EMS) to add upgraded features to regular text messages. With an enhanced text messaging capable phone you can enjoy the following additional features: Extended Message Length: An enhanced text messaging capable phone will allow you to compose an Enhanced Text message over 1000 characters long. To Send an EMS Message: To send an EMS message to a recipient, simply check the EMS check box prior to sending the message. To Edit a Message: Once a reoccurring or delayed message has been created, it can be edited using the Calendar tool. The Calendar Tool can be accessed on the Send Message Menu by clicking the Calendared Events Tab. 59

Sending Your Message Verizon EMAG User Guide Version 2.3 Figure 57. Calendared Events On the Calendar, click the scheduled message to edit and edit any and all fields from the Edit Message screen and click Save. 60

Sending Your Message Verizon EMAG User Guide Version 2.3 Figure 58. Edit Messages Note: Pending Messages can also be deleted by using the delete button on the Edit Message Screen. List View: A list view of Pending Messages can also be accessed. On the Calendar page, click Detailed View to get a list of all Pending Messages. Click on a message to go to the Edit Message Screen. 61

Sending Your Message Verizon EMAG User Guide Version 2.3 Figure 59. List View of Scheduled Messages 62

Status & Reports Verizon EMAG User Guide Version 2.3 Features Overview The Status and Reports Features of the EMAG Allow the User to Check on the Status of a Messaging Campaign and Individual Message, Track Messages. The Reports feature allows the User to View Message Statistics, Traffic and Delivery Time, as well as a detailed Delivery Report. Checking the Status of a Campaign This section allows the User to track the status of their messages within the EMAG by date and sender. Status Menu On the Status Menu, select the sender whose messages to track. Then select the start and end dates for your search. Click the Filter button and the results will display below, however only the Messages where the receiving phone replies will have the status shown. Figure 60. Status Menu 63 To View Reply Detail: Users also have the ability to view the replies of a message campaign. Simply click on the View link under the Replies field to view the replies of the message in Microsoft Excel. To View Message Detail: Users also have the ability to view the details of a message campaign. Simply click on the Message Job ID to view the details of the message.

Status & Reports Verizon EMAG User Guide Version 2.3 Figure 61. View Message Detail Checking the Status of an Individual Message From the Status Menu, select the Tracking Tab. Enter the requested search dates and requirements and a display of messages will display below. You can track messages for a single MDN, or enter * to view all. 64

Status & Reports Verizon EMAG User Guide Version 2.3 Figure 62. Tracking Note: Once Tracking information is populated, the User can filter what columns they prefer to view by clicking the Show/Hide Columns button and selecting individual columns. Exporting Tracking Data: Users also have the ability to export tracking data into an Excel file. After setting the date range and filters, click the Export link to open or save a file in Excel. Messages are sorted in Excel by Group. 65

Status & Reports Verizon EMAG User Guide Version 2.3 Figure 63. Exported Tracking Data 66

Status & Reports Verizon EMAG User Guide Version 2.3 Creating and Utilizing Reports This section details how the User can create and view reports based on EMAG activity through the site. Traffic From the Reports menu, click on the Traffic Tab. From the Traffic Menu screen, set parameters for Traffic information to be published in the Report. Then click the Filter Button. This will bring up the result of all Traffic information listed below. To Export, click the Export Link on the Report and Save. Figure 64. Traffic Report Exporting Traffic Data: Users also have the ability to export traffic data into an Excel file. After setting the date range, click the Export link to open or save a file in Excel. Figure 65. Exported Traffic Summary 67

Status & Reports Verizon EMAG User Guide Version 2.3 Statistics From the Reports menu, click on the Statistics Tab. From the Statistics Menu screen, set parameters for statistics to be published in the Report. Then click the Filter Button. This will bring up the result of all Statistics listed by date below. The purpose of this report is to give an hour by hour system utilization report Figure 66. Statistics Report 68

Status & Reports Verizon EMAG User Guide Version 2.3 Delivery Time From the Reports menu, click on the Delivery Time Tab. From the Traffic Menu screen, set parameters for Delivery information to be published in the Report. Then click the Filter Button. This will bring up the result of all Delivery information listed by date below to allow the User to see when and how messages were delivered. The purpose of this report is to analyze how long a message is delivered once submitted to the EMAG. Figure 67. Delivery Report 69

70 Status & Reports Verizon EMAG User Guide Version 2.3

Additional Information Verizon EMAG User Guide Version 2.3 Troubleshooting and Errors Problem Messages are not being delivered to their destination EMAG rejecting all or some e- mail Message delivery fails MMS messages are being delivered as SMS. Long messages are truncated and sent as SMS to EMS capable handsets MO EMS handset to EMS handset messages are sent as SMS EMS messages are sent to SMS only handsets The changed configuration was not reflected. Message text is garbled on handset or is missing non- English characters or they are replaced with arbitrary, incorrect characters. Application runs for a long time > 30 minutes Resolution Examine EMAG logs and ensure that messages are not being rejected because of anti-spam rules or non-provisioned MIN ranges. Ensure that the destination SMSC is online and functioning. Check that smtp_legal_domains has domains listed in it and the incoming e-mail is using those domains. Check that anti-spam filters are set correctly. Examine smtp.log and ensure that incoming mail message is formatted correctly and RFCcompliant. Check that user(s) are properly provisioned and SMSC ranges are correct. Check that destination SMSC connections are established. Check that incoming messages are not too big or are taking too long to arrive. The destination MTA might be out of service, the destination address invalid or the network not available. The logger messages should reveal these conditions. None of these conditions can be resolved at EMAG. Check the flowchart above and ensure that each of the parameters is set properly. Check that the message is being routed to the GWSMTPLink, i.e., the routing tables and user info is directing MMS messages to the GWSMTPLink. Check that the user is indicated in the USERINFO table as having an MMS handset. Check that enable_ems is set to true. Check that handset is provisioned as EMS Check that handset is provisioned as EMS Check that handset is provisioned as SMS. Wait for the configured reload period, the configuration changes will be reloaded at the configured interval. If still not working, check the mapping rules defined in the database. Check that handset is provisioned properly as SMS or EMS. Check that handset is capable of displaying those characters Check that EMAG is version 1.1 or later and Java JDK is 1.5 or later. Check that SMSC is provisioned properly for GSM for EMS messages and Latin-1 for SMS. Check that message wasn t already garbled when it arrived at EMAG. Check that message that arrived via e-mail had a valid character set. If not, EMAG attempts to treat the message text as US-ASCII Check server loads for stalled processes or conflicting heavy use applications. Verify that the application is running for a prior time period. Verify there is space available in the destination location. CDR files not arriving for processing Check the creation directory to verify the file exists. Verify that the destination box has been up and attempted to pull the file. Consult VZW IT for assistance. 71

Additional Information Verizon EMAG User Guide Version 2.3 VERIZON Support Ticket Information Please be prepared to answer all of the following questions when contacting VERIZON with a Support Ticket Request: 1. What email program is the customer using to send? (Exchange 2003 / 2007?) 2 Internet servers: 3. When did the problem start? (Date?) 4. Is the problem constant or intermittent? (Constant/Intermittent) 5. If intermittent, what is the failure rate? ( 100%, 80%, 60%...) 100% on one that doesn't work 6. What is the IP address of the sending server as it would appear to an external network? ( from the mail server, not from the customer's desk top ) 7. What is the sender s mail address? (nnnnnn@dddddddddd.xxx) 8. What are the recipients handset numbers? VERY IMPORTANT 9. What error message is being logged at the customer's mail server at the time the failed messages are sent to vtext.com or vzwpix.com? Obtain copies of the relevant parts of the log. 10. Is there a Subject Line? Service Ticket Number 11. Is there a Message Body? 12. Please provide a failed example within the last 5 days including the following information from the SMTP header of that message: Date/Time between mm/dd/yy hh:mm AM/PM and mm/dd/yy hh:mm AM/PM All Recipients (the To: and CC: lines) From (which is not always the same as the sender's e-mail address) nnnnnn@dddddddd.xx Message Body 72