eTXT
User Guide Content
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The eTXT CSR functions
Introduction to eTXT CSR Application
The CSR application for Account management and reporting is located at http://csr.eTXT.co.nz
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Each CSR will be configured with unique login details to be used to access the site. If you need CSR access please contact your team leader. Using other CSR's access details will lead to communication problems and should be avoided. Access may be denied if problems occur.
After logging in, the first screen will show details of addresses that are outstanding (caused by an error in configuration, verification rejection or no answer from the recipient). Addresses that you have created will be highlighted so you can follow them up.
In addition, there is a link to the company/account search screen and various options provided at the top of the screen. The available options are determined by your access level. Not all options are available to all CSR's.
If you have any questions about eTXT that are not covered by this user guide, the FAQ or the online help system maintained by your company then contact your technical support helpdesk with specific questions and they will escalate it as necessary.
If you are not sure how to contact your technical support helpdesk then talk to your supervisor
Common Tasks
This section lists some of the common Tasks/Questions and links to the relevant section
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More Information and Links
More Information is available from the various sources and links below
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CSR
Under the CSR (Customer Service Representative) option, 'Create' and 'Maintain' may be available.
Level One CSR's may create additional CSR accounts that may then access the CSR application.
To create a CSR enter the required information and the login details will be sent to the new CSR.
To maintain a CSR, select the appropriate one from the list of available CSR's and modify their details as required.
Most CSR's will only have access to their personal details here and are able to change their password.
This Create CSR option is only available to Level 1 CSR's.
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CSR Levels
There are three levels of CSR.
- Level 1 - Highest Level, Access to all CSR functions. This 'super user' access should be highly restricted, suitable for technical trouble shooting and reporting personnel. Contact Bulletin Wireless if you require a Level 1 CSR created but this is rarely allowed.
- Level 2 - Access to Create and Maintain Companies, edit canned messages and maintain their own details. Suitable for advanced users.
- Level 3 - Access to Create and Maintain Companies and to maintain their own details. Recommended for Users that will be creating and editing companies but do not need access to advanced features.
Any CSR may maintain their own settings after they have logged in and the level 1 CSR may edit any details for all Users.
Read the FAQ if you need a CSR login created for you.
Note: A CSR login can NOT be used to access the messaging application. A company and the associated billing information needs to be created and an additional 'messaging' login created if a CSR needs to use eTXT for messaging.
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Company/Account
Under this menu there are three possible options. 'Create', 'Maintain' and 'ToDo'.
The 'ToDo' screen is the first screen shown when you login to the CSR application. This screen shows the outstanding addresses that need to be verified before their owners can send eTXT via email. If any lines are highlighted then these belong to you.
See section Create a New Company for information on creating new companies in eTXT. Before you create a company do a search to ensure they are not already in the system.
Many of the details required need to be unique in the system and you will be notified if there are any conflicts. Make any changes necessary and resubmit the form.
When setting up a company, suggest a generic company related login name for Step 2. This is the login details for the company administrator which can not be changed if the person moves on.
These options are available to all CSR's.
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Create a New Company
 | Before you start create a company in eTXT
Ensure your have the following information and have read this FAQ about new companies
- unique service order reference from billing system
- this ensures you have configured a spot code against a mobile and billed for the service before they are setup in the system. It is of the utmost importance that all customers be billed for the eTXT service and failure to do this may result in disciplinary action.
- company name
- This is used for the default company address book name and for searching.
- Try to keep the Company name unique and ensure it is spelt correctly.
- administrator contact name
- administrator contact email address
- please spell this correctly or they will not receive their login details
- a primary mobile number that is the same as is being billed for the setup fee and a monthly access fee
- All numbers used for billing in eTXT must be valid, postpaid mobile numbers.
- additional mobile numbers that are each being charged a monthly access fee
- A new mobile number and access fee is required if the company wants more than one login for eTXT
- preferred login ID
- A login ID can not be changed once it is in eTXT
- Short company, branch or office names are recommended
- Company, branch or office names are recommended
- Personal names or long ID's are not recommended as they can be difficult to type correctly and people will tend to move on leaving the next CA with their predecessors ID.
- a list of email addresses that the company wants to use the SMS by email feature of eTXT
- If the company wants to use eTXT by email then they will provide a list of domains or individual email addresses with the application.
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If you have all of the above information then follow these next steps ensuring that all data is entered correctly and there are no spelling errors.
- Login into the CSR website using your login details
- Select Create from the Company/Account menu
- Complete every field in steps 1, 2 and 3 (see below)
- Company Details
- Company Name is required and should reflect the Company, Branch or Office details
- Dealer Code is optional but recommended
- Reference is required and is used to cross reference the billing system to ensure all accounts are being paid for
- Administrator Details
- Account/Login is required must be unique. This can not be changed after you create it.
- Administrator Name (first and last) are recommended so customers can be dealt with promptly and courteously
- Administrator email address is required and is used for all communication with the user. Please ensure the address is entered correctly or they will not receive login information or notifications about events that may impact them.
- Billing Numbers
- At least one billing number is required and the first one entered is assigned to the administrator account
- If the customer requires additional logins then they must provide additional billing numbers. Each login requires a unique billing number
- Ensure that each number added here when the company is created (or at any other time) is first billed the monthly access fee.
- By default all new companies have the ability to use the SMS by email functionality. You will be prompted for email addresses to be configured for this company once the initial settings are saved.
- check that you have entered the correct data before pressing the 'Create New Company Now' button.
confirm the information being saved is correct
- Many of the details required need to be unique in the system and you will be notified if there are any conflicts. Make any changes necessary and resubmit the form.
- In the next screen (if they require SMS by email) enter the addresses that the applicant wants to use. You can add them manually or if there are several then importing them would be an option.
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eTXT Domain and Email Setup
If 'Activate eTXT for this company' was selected during the company creation then you will have the option of configuring the authorised eTXT addresses at this point. This may also be done in the company maintenance screen at any time.
If the company being configured is the sole user of a domain (they do not share it with anyone else, e.g. an ISP or a group of companies with multiple independent branches) then you should set up their domain rather than multiple email addresses. This has the following benefits
- the CSR only has to enter one address, thus reducing data entry
there is only one verification to be replied to and followed up if necessary
- the CA can add and remove addresses as their needs change rather than contacting the CSR to add and remove email addresses
- servers or automated systems can be covered by the domain licence (if they send from the same domain address)
- overall the benefit to you is that less time is spent setting up supporting the client.
See Address (licence) Types for more information on the different address types available and also read this FAQ for some valuable information.
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Importing Addresses
For large companies there is an import option that will take a file and process it automatically to alleviate much of the data entry process. In order for the import to be used successfully the file must meet certain criteria.
- A single column of data - each row in the file will be considered an address. If a row contains anything that is not an email, domain or IP address then it will also be imported and any corrupted addresses will need to be removed after the import.
- No header row is required. All rows will be imported so a header row would be treated as an address.
- The file may contain a mix of domains, email and IP addresses and all will be imported (if they do not already exist in the system).
As part of the verification process for eTXT all addresses must have an email sent to and responded back from. Email, Domain and IP addresses will need a verification address entered to complete the process. Simply click the 'Resend' button and enter the verification address.
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Maintaining Company or Account Settings
This option allows the CSR to maintain existing companies and accounts.
The first step is to use the search screen to find the account/company that you want to edit.
You should only enter information in one of the search fields and if you can not find what you are looking for then use a more generic search.
To show all accounts/companies matching your search criteria (including deleted or disabled records) ensure you change the default radio button from 'active only' to 'all'.
All fields are case insensitive and will match any part of the search field. For example, searching for 'eg' in the company name will show all companies (and their accounts) such as 'Gregs', 'Egar Enterprises' and 'eGame online'.
After you have located the account/company; to maintain an account click the account name or click the company name to maintain that company.
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Account Maintenance
This page shows some of the details of the User and also allows you to login to one of the services as that user. This is very useful for trouble shooting an account.
In addition, this page shows a menu of several options which are explained here.
- Browse Messages allows the CSR to view details of the messages sent by that account.
- Scheduled Messages Maintenance allows the CSR to view scheduled messages.
- Personal Address Books Maintenance allows the CSR to delete or edit a users personal address books.
- Options Maintenance allows a CSR to edit users eTXT settings such as signature and display settings.
- The Block Messages to Phones screen allows the CSR to enter phone numbers that the account can not send to. This security option may be used where an account holder is sending to a recipient that no longer wants to receive messages.
- The View Assigned Addresses link shows which email addresses are assigned to this account. By default all newly verified addresses are assigned to the administrator account but this can be changed when the address is first entered in the system.
- The Activity Report screen allows the CSR to report on the specific account.
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User Message
A level one CSR (TSA level) can add a message that is shown to the user on the Send Message page.
This is useful if you need to inform a specific user of an event or situation that can not be communicated in any other way.
- Users email address is incorrect and they are not being informed of bounced messages or potential abuse of the system
- Numbers have been blocked due to recipient complaints
Please keep the message short and to the point and while some HTML is allowed (eg mailto links), it is not recommended and this is why it is restricted to level one CSR's only at this point in time.
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Company Maintenance
This page shows some of the details of the Company and a menu of several options which are explained here.
- Company Maintenance allows the CSR to maintain the company and admin details for a company. This is where you add additional billing numbers if required.
- Domain and Email Authorisation screen shows the status of existing eTXT licences and allows the CSR to add new ones as required. This option is only available if the company has eTXT enabled (see company maintenance).
- User Account Maintenance lists the users in the company and allows the CSR to delete or edit them as necessary.
- This page also shows the last time each account logged in to the website, the date of the last message they sent and an estimate of the number of unique messages they sent (not a count of SMS but a count of messages, eg emails or web sends to one or more recipients).
- Limits Maintenance allows the CSR to specify maximum numbers for this company. The maximum values may not exceed the system limits. The value of '0' means that there is no specific limit for the company, only what is specified for the system.
- Address Book Maintenance allows the CSR to maintain or delete company address books.
- The Activate/Deactivate Company option is used by a CSR to temporarily deactivate a company and then reactivate when necessary.
- The Activity Report screen allows the CSR to report on all accounts in the specific company.
- The Delete Company option allows a CSR to delete a company. This should not be done unless absolutely required as all company and account settings are lost.
Changing Company Administrator
Sometimes it is necessary to change the Company Administrator (CA) user. There can only be one CA per company so
- Locate the account you want to be the CA
- View the Account details under User Account information which gives you User Account Maintenance
- If the account is not already a CA then you will have an option to Make Company Admin
- This option removes any admin functionality from the previous CA and adds it to the new CA account.
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Adding or Changing a Billing Number
Each account in eTXT must have a unique billing number that is active in the Billing system.
Sometimes it is necessary to change the billing number (e.g. when a user upgrades or moves from another network) or to add new billing numbers (e.g. when the customer would like to add additional logins to their company.
To add a billing number follow these steps before adding to eTXT
- Ensure the new number is a valid billing number (post paid account that is active)
- Add the monthly access billing spot code to the new number
In the eTXT CSR website do the following
- Locate the company
- Select the Company name from the search results
- In the Company Info page choose Company Maintenance
- In the Company Maintenance page register the new mobile number and press the 'Register' button.
- Save the changes you have made. If there are any errors you will be notified.
The new billing number is now in the system and the CA can create a new account/login against it as they like.
If you want to remove the existing Administrator billing number and replace it with the new number then follow the steps above before doing the following steps
- In the Company Maintenance page select the new mobile number that has been registered and saved (hint: it should have unassigned beside it in the list).
- Press the 'Assign as Administrator' button
- You should see the page refresh with the new mobile number showing with the administrator login name beside it in the list
- Select the old number and press the 'De-Register' button
- Save the changes you have made. If there are any errors you will be notified.
- Remove the old billing number from the billing system. Removal from eTXT does not stop the number from being billed
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Cancelling the eTXT service
When a customer requests that the eTXT service is cancelled or that they no longer want to subscribe to the service it is important that the following occurs.
- Locate the company
- Select the Company name from the search results, ensuring that you select the correct company
- In the Company Info page choose Company Maintenance and add notes about why the company is being deactivated.
- In the Company Info page choose Deactivate Company.
Do not select 'delete company' unless absolutely necessary as this will remove all the account settings, contacts, addresses and everything else making it impossible to reactivate them if necessary
Deactivation is reversible if necessary and should always be the first option.
- Cancel the service in the Billing System only after it is deactivated in eTXT. Removal from Billing system does not prevent the user from accessing the service.
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Canned Messages
Canned Messages are templates that users can send either from their handsets or via the eTXT Web site.
This option is only available to Level 1 and 2 CSR's.
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System Limits
The System Limits page allows the CSR to configure maximum numbers for the system.
A value of '0' means there is no limit. Company Administrators may only set their limits up to the maximum set in this screen.
Unless there are specific reasons to set limits, leave them as they are.
This option is only available to Level 1 CSR's.
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Activity Reports
The eTXT reports allow reporting on all messages sent through eTXT.
- Select the Reports link from the menu
- Select the Date and Time range that you want to report on (the times only apply to the first and last days in the date range).
- The Sort by Account option determines whether the SHOW MESSAGES report is sorted by the account names (login ID) of eTXT users.
- If checked, the report will show all the messages for each account in date/time descending order (most recent at the top).
- If unchecked, the report will list the messages in date/time descending order regardless of the account name.
- The Maximum Display value determines the maximum number of records you would like to display in your SHOW MESSAGES report. The higher this value is the more time it may take to display the report.
This option does not get used for SHOW ACTIVITY reports.
- Select the Report Type (Sender Details, Show Messages or Show Activity).
- Sender Details
- Show Messages
- This report shows details of the Messages sent in Date/Time descending order (the most recent at the top) and may also be sorted by Account Name.
- The report includes the following details
- The Company Name
- The Logon/User Id that the message was sent from
- First and Last Name of the Sender
- The message Recipient
- The Date/Time the message was sent
- The Source of the message
- The Recipient Count
The larger the number selected, the more time the report may take to display. If the actual report exceeds the maximum display value, you will be instructed to change the date/time range or the maximum display value.
It is recommended that the Maximum Display default be maintained.
You can drill down for more detail on the individual messages by clicking the recipient list link.
- Show Activity
This shows a summary of message activity for the eTXT system.
If you only want a summary of eTXT usage, you can skip steps 3 and 4 above.
After running a report you have the added option of being able to 'Export' the report to a comma delimited file (CSV). How this process occurs depends on your browser and settings.
All CSR's can report on Companies (via the 'company info' menu) but only CSR Level 1 users can report on the entire system.
If you or a customer want additional one off or scheduled reports emailed to you then contact the service provider (costs may apply).
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Domain or Email Address Setup
eTXT allows you to configure email addresses to send eTXT to SMS capable devices. To configure addresses (see following section for address types) follow these steps.
Decide which addresses the organisation wants enabled. If the organisation is the sole user of a domain (eg, yourcompany.co.nz) then consider enabling this domain and then the CA is able to filter access as needs change. Alternatively configure those individual email addresses that are required Each subdomain (eg some servers send from @server.yourcompany.com.au) needs to be explicitly configured.
- Contact your eTXT account manager with your billing details and the list of addresses you would like configured.
- The addresses will be entered in the eTXT system against the company and an automated email will be sent to each email address requested (or the single email address provided to verify the Domain)
- It is important that the replies to these automated verification emails are sent from the address configured. If not, the verification will fail. The addresses may vary for a couple of reasons
- Users receive email sent to multiple accounts/aliases but only send from one
- Users send 'on behalf of' using Lotus Notes or MS Exchange which attempt to mask the real sender (return-path) address.
- If the verification is successful then an email will be sent to the CA and also to the verified address. If this email is NOT received it may indicate that the process failed so please contact your eTXT support contact. The address will be automatically assigned to the CA account so it can be used immediately.
- A reminder email will be sent on a regular basis to those addresses that are configured, but NOT verified, simply reply to these reminders as mentioned previously.
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Address (licence) Types
eTXT is available in for the following address types
- Single Email Address, or
- Domain Name, or
- IP Address
An Email Address allows eTXT to be sent from a single registered email address. An acceptance email will be sent to this address that must be replied to in order to activate the service. The customer simply replies to the message they receive to verify their account.
A Domain Name allows eTXT to be sent from email addresses within the registered Domain. An acceptance email will be sent to the nominated verification address within the licensed domain. This email must be replied to in order to activate the eTXT Mail service. This is the most commonly requested type of licence and allows the Company Administrators to easily manage their users' access without talking with a CSR each time a change is required.
Each lower level domain must be registered separately. E.g. nz.bulletinwireless.com is NOT covered if only the bulletinwireless.com domain is registered.
An IP Address allows eTXT to be sent from any email address that uses the mail server specified at the registered IP address. An acceptance email will be sent to the nominated address that must be replied to in order to activate the eTXT service. The service will only be activated if the reply email originates from the correct IP address. This type of licence is not used much. Ensure the customer is fully aware of IP and network routing issues.
After a user has successfully replied to the verification email (for any of the address types) the Company Administrator (CA) will receive notification that the address is active. This notification will also include IP information for authentication purposes.
The verified addresses will be automatically assigned to the CA account so it will be able to be used immediately for eTXT messaging. See the section on Trouble Shooting if eTXT messaging is not available after an address has been verified.
By logging into the main messaging application the administrator may distribute the verified eTXT addresses to their other accounts (if configured). For example a Domain or IP licence may be changed from a 'catch all' where all addresses are allowed (the default) to use a specified list of accounts within that domain. This is done by removing the domain from the Administrator account and either importing or manually adding the individual addresses via the administration menu.
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Each eTXT login will require a unique Billing number to set it up and each billing number must be billed the access fee. |
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