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1. itapp User Manual v03_12 00 RO1 13 e CHAPTER 2 ACCOUNTS do 2 2 Edit Personal Info Use the Edit Personal Info feature to make changes to an end user s personal information gt To edit personal information for an account 1 2 itapp User Manual v03_12_ 00 RO1 Type a username in the itapp Menu text box Click Accounts gt Edit Personal Info The Edit Account dialog box appears This dialog box displays personal information for the selected account Edit the details as necessary CAUTION A You cannot change the office to an office with a different mail web or news server since this affects the web page files email address and permissions to read incoming mail When changing offices services could be affected if plans in the old and new offices are not identical If you are unsure about changing offices contact your technical support center NOTE e A Principal account cannot be changed into a sub account e A sub account cannot change its principal account e A sub account can be changed into a principal account Click Update Personal Information to save the changes The Internet Account Change Record Done Form appears showing a summary of your changes 14 e CHAPTER 2 ACCOUNTS do 2 3 Edit Account Billing NOTE You must be in the secure website https before you can access Billing Information To edit billing information for an account 1 Type a usernam
2. To create an email filter list for a provider 1 Click Configuration gt Providers gt Edit Provider Email Filter List The Choose Provider dialog box appears 2 Select a provider and click Select This Provider The Edit Provider Email Filter List dialog box appears 3 Enter appropriate White List and or Black List entries You can create entries in any of the following three ways e Type only a username if you want to allow or block email from that name regardless of its domain e Type only a domain name using the format domain com if you want to allow or block all email from that domain regardless of who the individual sender is e Type a name and domain name using the format username domain com if you want to create an exact match An exact match will allow or block email from the specified sender at the specified domain itapp User Manual v03_12 00 RO1 86 o CHAPTER 6 CONFIGURATION do NOTE Allowable Characters You can use the following characters when you create entries on a filter list e alphanumeric characters e dot e dash e _ underscore 4 Click Save Changes itapp User Manual v03_12_00 R01 87 o CHAPTER 6 CONFIGURATION do 6 2 Offices Offices can represent businesses or branch offices within one business You must create at least one office under each provider You can create an office for each group of clients that has a unique domain name or dialup number
3. PST State tax exempt Indicate whether the end user is tax GST Federal tax exempt exempt You are responsible for recording the details to support the exemption itapp User Manual v03_12_00 RO1 11 e CHAPTER 2 ACCOUNTS do 2 1 2 Add Account Information After you complete the Billing Information dialog box and click Proceed to Account Information the Account Information dialog box appears gt To complete the Account Information dialog box 1 Enter information following the guidelines in Table 3 2 Click Generate Account NOTE When you click Generate Account all the command buttons on the dialog box disappear until the transaction has been processed This prevents you from unintentionally completing the same transaction two or more times e The account is created immediately along with access to specified services The account is active immediately unless the Start Date is in the future A Done Form appears showing the details of the new account You can print the form for your records or for the end user if necessary Table 3 Account Information Dialog Box Fields Page 1 of 2 Field Information User Id Mandatory You can accept the default Password User Id and Password or overwrite them The password must be 5 to 8 characters long with e At least one uppercase alpha character e At least one non alpha character for example a number Note You cannot use spaces in a
4. To enable disable the Demographic Report 1 Click Configuration gt Administrators gt Create Permissions Enter a Username Select Demographic Report Select a Provider and Office 5 Click Save Permissions A O N List Administrators Lists all the users within the provider who have been granted some or all Administrative Permissions e The Unique Usernames Only option lists administrators names but does not indicate the specific actions that they have permission to carry out e The Show Selected Permissions option lists all the administrators who have permission to carry out the actions that you selected from the Action drop down list 5 2 Domain Reports Two reports are available in the Domains section of itapp Domains Lists the domains that are on the system for the selected provider DNS Zone Shows the zone file for the selected domain name You must enter the domain name in the itapp Menu text box before selecting the report itapp User Manual v03_12_00 R01 79 o CHAPTER 5 REPORTS do 5 3 Webservers Reports Webservers Lists the webservers associated with a specific office or provider The report is available at two levels of detail e Show Summary Only provides a list of webservers associated with a specific office or provider e Full Detail provides a complete list of webservers and add on services 5 4 Billing Reports Aged Receivables Displays aged receivables for the selected provide
5. NOTE When an account is created a billable detail is automatically generated when the Invoice Details field is set to Overtime Only or All in the Edit Office dialog box NOTE End users are billed for their plans from their Start Date through to their Expiry Date They may be billed for overtime after the Expiry Date in case additional usage occurs between the time that overtime billing was last done and the Expiry Date If you are cancelling an account or want the billing to stop for any reason ensure that an Expiry Date has been set for the account NOTE Before you generate billable details for overtime it can be useful to create a Usage Billing Report see page 80 to tell you what the current Overtime Billed Up To dates are for your end users This will ensure that the date range you choose will cover all end users To generate billable details 1 Click Billing gt Billable Items gt Generate Billable Details The Generate Billable Details dialog box appears 2 Complete one of the following options e Click For Office and then select the office that you want to generate billable details for from the drop down list Or e Click For Provider and then select a provider from the drop down list if you want to bill for an entire provider at once 3 Enter the Start Date that you want to generate bills from This field cannot be blank 4 Enter a Stop Date The default is today but you can overwrite thi
6. Promotion Code Enter a Promotion Code to indicate whether a Promotion Code was used or could have been used when this account was set up For more information about Promotion Codes see page 122 Note The Promotion Code does not affect the plan Discount Type Select a Discount Type from the drop down list The Discount Types on the list reflect the valid Discount Types for the selected plan Sub Accounts This is a list of sub accounts linked to this account This field is for reference only Invoice Notify Make a selection to indicate how the end Statement Notify user will receive invoices or statements generated through the billing system If you choose Paper Copy the invoice or statement is sent to the email account of the administrator who generated the invoices in itapp The invoice can then be printed and mailed to the end user Billing Frequency Select a frequency This indicates how frequently the end user is billed Billing Day Enter the day of the month on which the end user is to be billed Note Line items on an invoice will reflect this date the invoice date itself will reflect the date that the invoice was generated itapp User Manual v03_12_00 RO1 17 e CHAPTER 2 ACCOUNTS do Table 4 Billing Information Dialog Box Fields Page 4 of 4 Field Information Start Date The activation date for the account The default is today s date However you can ent
7. e The account must have permissions to the domain the alias is set up in e The mail must be hosted by IP Applications Canada Corp 4 Click Update Aliases The Saved Aliases screen appears One of the following messages appears for each alias you entered e OK for all accepted aliases DUPLICATE if the alias entered already exists in another Account No duplicates are saved itapp User Manual v03_12 00 RO1 22 e CHAPTER 2 ACCOUNTS do BAD ALIAS if the domain does not exist in itapp or if the alias uses an incorrect format No bad aliases are saved If a duplicate or bad alias is identified it is not saved for the current account To enter a Forward To address for an email account 1 Select Forward To in the Edit Aliases dialog box 2 Enter an email address that you want to forward mail to The Forward To field holds up to 256 characters so you can enter multiple email addresses separated by commas or semi colons The address must use the format userid domain com e The domain does not have to be entered in itapp before you add the Forward To address NOTE Check that you have entered the address correctly itapp does not check the validity of the Forward To address 3 Click Update Aliases The results screen appears displaying the forwarding address or addresses you entered preceded by the word Forward To enter a CC To address for an email account 1 Select CC To in the Edit Alias
8. 2 1 1 Add Billing Information After you complete the Create Account dialog box and click Proceed to Billing Information the Billing Information dialog box appears gt To complete the Billing Information dialog box 1 Enter information following the guidelines in Table 2 2 Click Proceed to Account I nformation The Account Information dialog box appears 3 Go to Section 2 1 2 Table 2 Billing Information Dialog Box Fields Page 1 of 3 Field Information Payment Method Select the payment method the end user has chosen Note itapp does not store the type of credit card that is used Instead the credit card number indicates the type The Online Registration Server accepts traditional credit card types but translates these to CC for credit card Card Number Complete these fields if the end user is Card Expiry Date paying by credit card Name on Card Bank Complete these fields if the end user is Account paying by direct debit or electronic Transit No check Routing No PO Number Enter the Purchase Order Number if the information is relevant or provided Credit Limit Enter the maximum credit allowed for this end user This credit limit works in conjunction with the Credit Limit Report and allows for the suspension of all accounts that have exceeded their pre determined limit See page 81 for information about the Credit Limit Report Kit Number Add a Kit Number if your company uses the R
9. 5 Modify the Same Company field if appropriate For information about this field see Section 6 1 1 on page 84 6 Click Save Changes To delete a provider e Click Delete Provider 6 1 3 Edit Provider Email Filter List The Email Filter List feature enables you to create edit and delete Email Filter Lists at the provider level It also allows end users to create edit view and delete personal Email Filter Lists The feature is managed via the following folders e Configuration See page 86 e Accounts See page 28 e My Account See page 161 itapp User Manual v03_12 00 RO1 85 o CHAPTER 6 CONFIGURATION do The Edit Provider Email Filter List enables you to create White Lists and Black Lists at the provider level e White Lists ensure that emails from specified senders and or domains will pass through itapp s SPAM filters e Black Lists ensure that emails from specified senders and or domains will not pass through itapp s SPAM filters itapp applies Filter Lists in the following sequence e Provider White List e Provider Black List End User White List e End User Black List In other words a White List created at the provider level takes precedence over all lists below it a Black List created at the provider level takes precedence over everything below it and so on Additionally Administrators can create and edit both provider and end user Email Filter Lists via the Configuration folder
10. The Update My Billing Info feature allows end users to update their own billing information for example credit card and bank details gt To update billing information credit card payer 1 Select My Account gt Update My Billing I nfo The Update My Billing Info dialog box appears Update My Billing Info ballin ipapp com Password Verification Card Number oo Card Expiry Date vvrvy x mm y Name on Card fo Update My Billing Info Help Reset Form Figure 14 Update My Billing Info Credit Card Payer 2 Type the password in the Password Verification field itapp User Manual v03_12 00 RO1 155 o CHAPTER 7 My ACCOUNT do 3 Type the credit card number in the Card Number field No not leave spaces between numbers NOTE When a new Credit Card Number is being entered itapp verifies the number using a mathematical calculation This does not guarantee that the new card number is valid If the credit card number fails itapp s internal verification or if you leave the Card Number field blank itapp displays an error message 4 Select the Card Expiry Date 5 Type the name in the Name on Card field Type the name exactly as it appears on the card 6 Click Update My Billing I nfo to save the changes gt To update billing information electronic check payer 1 Select My Account gt Update My Billing I nfo The Update My Billing Info dialog box appears Update My Bi
11. Type passwords in the Principal Account Password Verification field and the Sub Account Password Verification field Change the sub account details as necessary Click Update Account Information A Done Form appears See Section 6 2 5 Edit Forms for information about customizing Done Forms delete a sub account NOTE A sub account that was created less than a month ago cannot be deleted in the My Account area It must be deleted by an itapp administrator Type the Principal and Sub Account Passwords and click Delete This Sub Account The sub account is immediately set to Deleted itapp User Manual v03_12 00 RO1 167 Appendix A ONLINE REGISTRATION PROCESS itapp allows for the online registration of new end users This appendix describes the online registration feature and lists the optional and required form fields This information is intended for individuals who are familiar with HTML coding CGI interfaces and their underlying technologies As such no discussion of these technologies is included A 1 1 Pre requisites Before online registration can occur several items must be assured The itapp office that end users will be added to must be set up and the desired plans must be set up as well Once this is complete the office to which accounts are to be added must have the registration server turned on Otherwise all registration attempts will result in an error This process can set the r
12. After Email Filter Lists have been created at the provider level see page 86 you can modify the settings for individual end users via the Accounts folder gt To modify an Email Filter List for an individual end user 1 Type a username using the format username domain com in the itapp Menu text box 2 Click Accounts gt Edit Email Filter List The Edit Email Filter List dialog box appears Any White List or Black List entries that have been created at the provider level are displayed at the top of the dialog box NOTE For a definition of White List and Black List see page 85 3 Enter the White List and Black List entries that you want to apply to this end user 4 Click Save Changes itapp User Manual v03_12_00 RO1 28 e CHAPTER 2 ACCOUNTS do 2 11 Radius Profile Manager Use the Radius Profile Manager to configure attributes for Radius type services that are enabled for an account To choose and configure Radius Services 1 Click Accounts gt Radius Profile Manager The Choose Radius Service dialog box appears Select a Radius Service and then click Select This Radius Service The Radius Profile dialog box appears The available fields are based on the NAS Group that the service is assigned to Add and select values as appropriate Click Save Changes 2 12 View Net Radius Profile The View Net Radius Profile feature displays the Radius attributes returned by the Radius Service when
13. CHAPTER 6 CONFIGURATION do Table 31 Create WebServer Dialog Box Fields Page 2 of 2 Field Description Use Tilde We recommend that you select the Yes option for these reasons e Using a tilde is IP Applications convention for personal web pages e Ifthe is not used directories on the website may collide with users directories CAUTION Ifa directory is created on a site A and if a user has the same name as the directory the personal web space will not be provisioned for the user FTP e Ifthe tilde option is set to Yes there will be no difference to the end user s personal web page and FTP In other words FTP will log into home username the user s private directory To make files available via the URL for example www domain com user the user must change from home username to php username e Ifthe tilde option is set to No FTP will directly log into the publicly viewable directory Document Directory The default directory for the main website We strongly recommend that you do not change this default directory User Directory The default directory for end user web pages We strongly recommend that you do not change this default directory Error Document filenames Allows an ISP to set up custom error documents for their site Server Alias Another name for this website Used if Name Based sites are used Script Alias fields Set up alternate sc
14. password Operating System Select the end user s operating system Internet Browser and Internet browser type if this information is to be recorded itapp User Manual v03_12 00 RO1 12 e CHAPTER 2 ACCOUNTS do Table 3 Account Information Dialog Box Fields Page 2 of 2 Field Information MAC Address Optional Complete this field if Radius authentication is to be verified by MAC Media Access Control Address instead of username and password The MAC Address must conform to this format Each byte must be sent in hexadecimal format min 00 max ff Each byte must be separated by a colon e Allowable characters are 0 0 a f Example 45 ab 9f le 25 Of 30 Account Status Select one of these statuses Enabled Active account e Suspended Temporarily on hold Email is still accepted and the website is still visible but the end user s access to services is blocked Billing still treats this as an active account Cancelled Email is rejected and billing is stopped When an account status is set to Cancelled the system automatically updates the Expiry Date in the Billing Information dialog box e Deleted The account will automatically be removed from the system within 24 hours Changing the status from Cancelled to Deleted will automatically set the Expiry Date to 2099 01 01 Comment Write a free form comment if you wish This field holds approximately 500 words
15. Description GST Federal Tax Rate GST Federal Tax Description Fill in the tax names and amounts as appropriate Use this format to enter a tax rate for 7 tax for example enter 7 0 Note Anything you enter in a tax description field will appear on end user invoices Credit Limit The Credit Limit field defines the default credit limit for each end user account created in this office The credit limit feature allows the administrator to cancel end user accounts whose balance owing exceeds the defined credit limit Default Promotion Indicates what the default promotion code will be for the office This code is added to all end user accounts that sign up via the Registration Server if the Promotion Validation flag is set to Yes and the end user supplies an invalid Promotion Code on signup A Promotion Code is invalid if it is not recognized outside the specified date range or if the field is set to No that is to Not Active No Plan is associated with the Default Promotion Code Promotion Validation Determines whether itapp checks the validity of a promotion code when someone signs up in this office and replaces the default promotion code if the signup is being processed through the Registration Server See page 122 for information on setting up Promotion Codes Perform Billing Adjustment Determines whether prorating occurs when an end user changes or cancels a plan i
16. Terminology 0 a 4 Chapter 2 Accounts 6 Create ACCOUNE 24 ese cee eben eee eee ee eee eee ee ASE 7 Add Billing Information 20 0 000 ce ee es 9 Add Account Informati0N o a 12 Edit Personal Info 1 0 ee 14 Edit Account Billing 1 2 0 ee 15 Edit Account NfO s ceene see een oa ee ee eee e eG 19 Verify Account aoaaa ee 21 Alias Manager 22 FING USER so ec ete ee RR eh we we ae a 24 Edit MallboX tcc ac ae aa we ew ed eb 25 Edit UCE Configuration o oo ee ee 26 Edit Email Filter List 0 0 0 00 2c es 28 Radius Profile Manager 0 00 eee eee eee eee 29 View Net Radius Profile o o ee 29 Edit Radius Restrictions o o e 2 30 Edit Radius TiMeS aa 31 DHCP Manager mi eave ae ae eee ee eee eR a Re ds 32 CUSTOMER CATE a scada buena nach chen oa pocket ca cocida oe 33 Import ACCOUNES o irii i ai aa a a aaa a a a E aE E E E E E a a aa a 34 Edit Auto Respond Message o o me 42 Chapter 3 Billing 43 Introduction to Billing oaa 44 Prerequisites to Using the Billing Function 0 4 44 Workflow for Using the Billing Function 44 Billable IteMS ee 45 Add Billable Item o ooo 45 View Billable lteMS o ooo e e 47 Generate Billable Details o o 47 Remove R
17. This method is in accordance with standard accounting practices and prevents billable items from being deleted from account history To add a billable item 1 Type a username in the itapp Menu text box 2 Click Billing gt Billable Items gt Add Billable Item The Choose Product dialog box appears 3 Select a Product from the drop down list and then click Select This Product The Add Billable Item dialog box appears itapp User Manual v03_12_ 00 RO1 45 o CHAPTER 3 BILLING do 4 Complete the Add Billable Item dialog box following the guidelines in Table 9 and then click Save Item Table 9 Add Billable Item Field Names Field Information Username This is the username you typed in the itapp Menu text box Credit Or Debit Select Credit Account or Debit Account Frequency Select the frequency of this billable item This is the billing frequency of this item not the billing frequency of the plan Example An end user could be billed for their plan every quarter but this item could be charged every month Product The product name associated with this billable item The name cannot be modified Item Amount The price charged for this item This number is used for final billing The default is the price of the product but you can overwrite it Do not type signs Description Type a description of the billable item Start Date The default is today If this
18. and view invoices and statements gt The following features are discussed View My Services page 154 Update My Personal Info page 154 Update My Services Info page 154 Update My Billing Info page 155 Update My Email Info page 157 Edit Anti Spam Configuration page 157 Setup Auto Responder page 160 Add To My Email Filter List page 161 View My Email Filter List page 162 Delete From My Email Filter List page 162 Change Password page 163 Activate Content Filtering page 163 View My Invoices page 164 View My Statements page 164 View My Statistics page 164 Edit Display Preferences page 165 Create My Sub Account page 165 Update My Sub Account page 167 itapp User Manual v03_12 00 RO1 153 o CHAPTER 7 MY ACCOUNT do 7 1 View My Services This feature allow an end user to view all the services that they are subscribed to If the end user has a content filtering service enabled the Content Filter Key is displayed in the View My Services dialog box To view My Services e Select My Account gt View My Services The View My Services dialog box appears 7 2 Update My Personal Info The Update My Personal Info feature allows end users to update their own demographic information NOTE Keep the following in mind when you give end users access to this feature End users can change or remove their zip codes This could result in billing errors if you are using the CCH tax tables for e
19. cancellation reasons for an office These cancellation reasons can be set on end user accounts when they Cancel services and a report can be generated through the Reports gt Accounts menu to list the cancelled accounts and the reasons for cancellation To define or edit cancellation reasons 1 Click Configuration gt Offices gt Edit Cancellation Reasons The Edit Cancellations Reasons Choose Office dialog box appears 2 Select an office that you want to create or edit cancellation reasons for and click Choose Office The Edit Office Cancellation Reasons dialog box appears 3 Type new cancellation reasons for example Moving out of coverage area Not using service Moving to high speed etc or edit existing reasons and then click Save Changes The cancellation reasons are displayed in the Account Cancellation Reason drop down list on the Account Information dialog box Accounts gt Edit Account Info 6 2 8 Define Service Groups Service Groups are defined for each office to ensure that an end user or a plan cannot subscribe to two services that are in conflict For example an office may have a Radius Service that allows 30 hours of access and a Radius Service that allows 40 hours of access These two services are in the same Service Group to ensure that no one end user can have both services at the same time To define a service group 1 Click Configuration gt Offices gt Define Service Groups The Choose Offi
20. gt Print Invoices The Print Invoice dialog box appears 2 Add information to the dialog box following the guidelines in Table 11 NOTE When you complete the dialog box complete only one of the following e Username e Office e Provider 3 Click Print Invoices e itapp emails invoices to end users if you selected that option The filename of PDF invoices is invoice pdf e Itapp emails a summary of all the invoices to the administrator currently logged in Table 11 Print Invoice Dialog Box Fields Page 1 of 2 Field Description Username Do one of the following Office e Type a single username including Provider domain name and then select For Individual Or e Choose an office from the drop down list and then select For Office Or e Choose a provider from the drop down list and then select For Provider Print All Invoices Select the Start Date and Stop Date for Between the invoices itapp User Manual v03_12 00 RO1 55 o CHAPTER 3 BILLING do Table 11 Print Invoice Dialog Box Fields Page 2 of 2 Field Description Billing Day Type the billing day if you only want to create invoices for end users with this billing day Send Invoice to Select Yes if you want the invoices to be Subscriber sent to end users according to their Invoice Notification method If you choose No you can email invoices at a later time using the Print Invoice feature Pre Pri
21. indicate a Service Group violation Radius Service with NAS Group Dialup must belong to the Service Group Dialup Usage Product Select a product Toll Free Product If Toll Free usage is set up select a product Bank Initial Time Bank Max Time Bank Daily Time Bank Weekly Time Bank Monthly Time Specify amounts of time that will be available for the account as appropriate Bank Time is time that the end user hasn t used and that is carried over for later use itapp User Manual v03_12_00 RO1 102 o CHAPTER 6 CONFIGURATION do Table 19 Define Radius Service Dialog Box Fields Page 2 of 2 Field Information Toll Free Rate e If you enter an amount and select Single Flat Rate from the Tollfree Charge Type drop down list the end user will be charged that amount if they use toll free services e If you enter an amount and select Additional Surcharge from the drop down list the end user will be charged the Toll Free Rate multiplied by the number of hours of toll free services they use The bottom portion of the dialog box allows you to create specific usage blocks that have individual billing rates attached to them If you leave the defaults blank fields the end user is not charged for time online As an alternate to the default settings you can define up to 5 usage blocks by naming the block Name assigning a Start Time and Stop Time specifying the Days that this bl
22. ip applications itapp User Manual v03_12 00 RO1 Notice for This Revision While every effort has been made to ensure that the information in this document is correct the information is provided as is without warranty of any kind either expressed or implied The information in this document is subject to change without notice Notice of Copyright itapp User Manual v03_12 00 2005 IP Applications All rights reserved Proprietary Notices Declaration IP Applications Canada Corp s fundamental assets are its intellectual property and confidential information No part of this document may be copied reproduced distributed circulated rearranged or modified in any way for any purpose or by any means without the prior written permission of IP Applications Canada Corp Breach or anticipated breach of these rights or confidentiality will cause irreparable harm commercial damage and economic loss to IP Applications Canada Corp This document is provided solely for information purposes and is or will be subject to the terms and conditions of a binding contract or license agreement with IP Applications Canada Corp IP APPLICATIONS CANADA CORP SHALL HAVE NO LIABILITY FOR ERRORS OR OMISSIONS OR FOR DAMAGES OF ANY KIND ARISING FROM THE USE OF THE INFORMATION HEREIN EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES IN THE ABSENCE OF AND EXCEPT IN ACCORDANCE WITH SUCH BINDING CONTRACTS This
23. method chosen for this account If necessary select a different payment method Card Number If the end user has a credit card number on file the Card Number Card Expiry Date and Name on Card fields will be pre populated Card Expiry Date Type the expiry date of the credit card if this field is not pre populated Name on Card Type the name on the face of the card if this field is not pre populated Account If the end user has banking information on file the Account Transit and Routing No fields will be pre populated Transit No The bank transit number for the bank account number Routing No The bank routing number for the account and transit number itapp User Manual v03_12_00 RO1 64 o CHAPTER 3 BILLING do 3 5 2 Apply Credit Use the Apply Credit function to save a credit or apply a refund to an end user s account To save a credit or apply a refund to an account 1 2 Type a username in the itapp Menu text box Click Billing gt Invoices gt Payments gt Apply Credit The Apply Credit dialog box appears Add or modify information following the guidelines in Table 15 The majority of the information appears by default Click one of the following buttons e Save Credit This saves the credit to the account No transaction is sent to an external transaction processor or Apply Refund This sends the transaction to an external transaction processo
24. you need to set up Network Hosts for the domain Several types of Network Hosts exist www domain com is a web host mail domain com is a email host news domain com is a news host etc Each dialup line is also considered to be a network host To create a network host 1 Click Domains gt Create Network Host The Create Network Host dialog box appears 2 Enter information following the guidelines in Table 17 3 Click Create Hosts Table 17 Create Network Host Dialog Box Fields Page 1 of 2 Field Description Host Name Type the new network host name Use the format www domain com and ensure that all letters are lowercase Note If name servers for a domain will be in the domain they are serving DNS glue records are required For example if the authoritative name servers for ipapp com were ns1 ipapp com and ns2 ipapp com glue records are required Glue records can be added via the itapp interface if you replace the with an underscore For example to add ns1 ipapp com glue record set the host as nsl_ipapp com Service Do one of the following e If IP Applications is hosting the service select a service type For example select WWW Server if you typed www domain com in the host name field select Mail Server if you typed mail domain com etc Or e Ifa third party is hosting the service leave the service type as Private Unlisted Status Select a status itapp User Manual v03_12 0
25. 2 4 Edit Account Info Use the Edit Account Info feature to change optional plan services for an account gt To edit account information 1 Type a username in the itapp Menu text box 2 Click Accounts gt Edit Account Info The Account Information dialog box appears 3 Edit account information as necessary See Table 5 NOTE Where a service has a drop down list the service is optional 4 Click Update Account Information to save the changes The Internet Account Change Record Done Form appears showing a summary of your changes Table 5 Edit Account Info Dialog Box Fields Page 1 of 2 Field Information Password Leave this field blank MAC Address Optional Complete this field if Radius authentication is to be verified by MAC Address instead of username and password The MAC Address must conform to this format Each byte must be sent in hexadecimal format min 00 max ff Each byte must be separated by a colon e Allowable characters are 0 0 a f Example 45 ab 9f 1e 25 0f 30 My Self Administrators can allow or disallow the Update Management My Services Info option on the My Self Management drop down list If this service is allowed end users can edit their service in the Update My Services Info dialog box For details see page 154 itapp User Manual v03_12 00 RO1 19 e CHAPTER 2 ACCOUNTS do Table 5 Edit Account Info Dialog Box Fields Page 2 of 2 Field Info
26. 2 of 2 Value Notes PaymentException The credit card transaction was not completed Will also pass Notes attribute with a general error message EmailException The selected username s is already in use The Notes attribute will contain a general error message Error An error has occurred The Notes attribute will detail the error When a transaction completes successfully TransactionResult will be passed with a value of Completed In addition several other attributes will be passed These are listed in Table 3 Table 3 Attributes for Transaction Result Attribute Notes Username The username which was registered This is important to note if multiple usernames were submitted PASSWORD The password registered Email The same value as Username EmailAlias The same value as Username EmailPassword The same value as Password ActivationTime The date of the registration Notes A general note itapp User Manual v03_12_ 00 RO1 175
27. 3 Edit Letters Use the Edit Letters feature to create standard form letters that are sent to end users for various occasions Letters are defined for each office and can be further defined by language within each office Types of letters can include a welcome letter for when an end user signs up renewal notice expiring credit card etc To edit a letter 1 Click Configuration gt Offices gt Edit Letters The Choose Office dialog box appears Select an office and click Select This Office The Choose Occasion dialog box appears In this dialog box you choose the type of letter you want as well as the language it will be written in Occasions include e Welcome e Expired Credit Card e Expiring Credit Card e Support Follow up e Expired Account e Expiring Account e Renewal Notice e Over Credit Limit Notice New Account Letter e Update Personal Info Letter e Update Billing Info Letter e Update Account Info Letter The first eight letters in the preceding list are sent to the end user s account when the specific event is triggered in itapp for example after a technical support call when a credit card has expired etc The letters are all generated by a report or event that the administrator controls They are not sent at random The last four letters can be emailed to an administrator s account or to a specified email address to notify them of a change in the system For example the New Account Lette
28. 3 month frequency would be e 30 3 3 81 00 every three months if the Discount Option is absolute e 30 0 97 3 87 30 every three months if the Discount Option is percentage NOTE e Discounts with an absolute dollar amount are only applied to the Plan Rate e Discounts with a percentage amount are applied to the Plan Rate as well as any services with an additional price e Each Discount applied appears on an invoice as a separate Billable Item Click Save Plan Discount NOTE If plan detail has already been defined it cannot be re defined in the Create Plan Discount dialog box If plan detail has already been defined an error message appears If you need to change plan details use the Edit Plan Detail dialog box See Section 6 2 26 6 2 26 Edit Plan Discount Use the Edit Plan Discount dialog box to edit plan detail The dialog box is identical to the Create Plan Discount dialog box except you cannot modify the Discount Type To edit plan details 1 Click Configuration gt Offices gt Edit Plan Discount The Choose Office dialog box appears Choose an office and click Select This Office The Choose Plan dialog box appears Choose a Plan and click Select This Plan If more than one Discount Type was defined for this plan the Choose Discount Type dialog box appears Choose a Discount Type and click Select This Discount Type The Edit Plan Detail dialog box appears itapp Use
29. Create PerMissi0NS o ooo Edit Permissions 0000 02 aee Clone Permissions 0 00 00005 e Add API User 0 0 00 eee ee ee Edit API User 0 00000 eee eae Delete API User o ooooo o Define Custom Report Custom Report Entities Defining a Custom Report Selecting Fields o o Grouping Fields o o o Ordering FieldS o o ooo Selecting Conditional Fields Editing Conditional FieldS Delete Custom Report KIES eee a EA A ke ap eee AN A Gre ra ra re oe Pave oa a a a as EME 1 ae o a MISC seats di ia arn Se Se naaa ee Email Notice 2 0 ce es RAGIUS 4 socias AAA Edit Radius Profile Access SErverS 2 ooo Create Network Access Server Edit Network Access Server Add SpaMID 0 o o o o oo oo ooo Edit SpaMiINf0 o o ooo WebserverS o oo ooo e Add WebServer o ooo oo ooo Edit WebServer Chapter 7 My Account View My Services o o Update My Personal Info Update My Services Info o itapp User Manual v03_12_ 00 RO1 o CONTENTS do Update My Billing INfO o o o es 155 Upd
30. Customer Care Use the Customer Care feature to track and manage technical support calls Customer Care allows you to view Information about an end user s account Services subscribed to Account status Account history Previous Customer Care calls made by the end user In addition you can draw from information about related problems that have been recorded in the Technical Support database To view and enter customer care data for an end user 1 2 Type a username in the itapp Menu text box Click Accounts gt Customer Care The Customer Care Information dialog box appears Review and enter customer care data following the guidelines in Table 7 Click Finished Call to save information you have entered itapp tracks the time spent with the end user up to the time you click this button itapp User Manual v03_12 00 RO1 33 e CHAPTER 2 ACCOUNTS do 2 17 Import Accounts Table 7 Customer Care Information Dialog Box Fields Page 1 of 3 Field Information Account Holder This section displays status information about the end user The information lets you verify that you are speaking to the correct person Account History Click this button to display the Account History screen This screen shows a log of modifications and updates performed on the end user s account within the last 3 months The following actions are audited e Create Account via itapp e Create Account via an import of
31. Dialog Box Fields Page 2 of 2 Field Information Continued Principal Account When you are creating a sub account complete this field to link the sub account to a principal account Because a sub account cannot be invoiced for directly it must be linked to an existing principal account Note When usage plans apply the hours used for both accounts are not combined Follow these rules when you link sub accounts to principal accounts e The principal and sub account cannot be the same account e The principal account must exist and be valid Its status cannot be Deleted e The principal account cannot be a sub account e The principal account cannot be made into a sub account later on Referral From Used for referral and sales programs Created For Leave the default values if your Created Via organization does not use these types of Customer Type programs Preferred Partner Office Select the Office the end user is signing up under Note This affects the end user s email and website addresses so be sure to select the correct office Language Leave the default or select a language if the end user wants to view itapp ina language other than English itapp supports French German Italian Spanish and Chinese Notes Record any end user information as appropriate This field holds approximately 500 words itapp User Manual v03_12 00 RO1 8 e CHAPTER 2 ACCOUNTS do
32. If you have an ISP with locations in several cities you can set up an office for each city using the same domain name NOTE End users in these offices will share from a common set of user IDs so you cannot assign the same username to an account in two or more different offices if the domain name for the offices is the same 6 2 1 Create Office To create an office 1 Click Configuration gt Offices gt Create Office The Create Office dialog box appears 2 Enter information following the guidelines in Table 18 3 Click Create This Office Table 18 Create Office Dialog Box Fields Page 1 of 5 Field Description Provider Identify the provider that this office belongs to In most cases the provider will be the top level ISP You can however select a different provider by selecting it from the drop down list Office Name Supply a unique name to distinguish this office from other offices The name will be displayed in the Create Account dialog boxes in the following format Provider Name Office Name For this reason we recommend using a city name or branch ID number that can be easily identified and that is different from all other office names especially if the provider in question has more than one office itapp User Manual v03_12_ 00 RO1 88 o CHAPTER 6 CONFIGURATION do Table 18 Create Office Dialog Box Fields Page 2 of 5 Field Description Company Add app
33. Promotion Name Enter a Promotion Name The Promotion Code and Promotion Name appear in the Edit Account Billing dialog box if Promotion Active is set to Yes Promotion Description Describe the Promotion in further detail Corresponding Plan Select a plan The list shows all the plans in this office Promotion Active e Yes The Promotion is currently valid Within Date Range The Promotion is valid only if the registration date is within the date range specified e No The Promotion is currently invalid Start Date These are only used if Promotion Active Stop Date is set to Within Date Range The Stop Date cannot be before the Start Date itapp User Manual v03_12 00 RO1 123 o CHAPTER 6 CONFIGURATION do 6 2 28 Edit Promotion Use the Edit Plan feature to edit Promotion details or delete a Promotion To edit a promotion 1 Click Configuration gt Offices gt Edit Promotion The Choose Office dialog box appears 2 Choose the office you want and click Select This Office The Choose Promotion dialog box appears 3 Choose the Promotion you want to edit and click Select this promotion The Edit Promotion dialog box appears 4 Make the required changes and click Save Changes To delete a promotion e Inthe Edit Promotion dialog box choose the Promotion you want to edit and click Delete Promotion 6 2 29 Create Sub Account Restrictions The Create Sub Account Restriction
34. The External Protocol used by the External Service must be approved and set up by IP Applications Once an External Protocol has been set up and assigned to a provider the External Protocol can be used to define a service that can then be used in a plan just like other services To define an external service 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and External Service and then click Select Office The Select Service Group and External Protocol dialog box appears 3 Select a Service Group and an External Protocol and then click Select The Create External Service dialog box appears 4 Enter a Service Name and Service Description mandatory Service Summary is an optional field NOTE If the External Protocol has configurable values that are definable on a per service basis additional fields appear in this dialog box If additional fields appear select or enter the preferred values for each option 5 Click Save Service to complete the service definition itapp User Manual v03_12 00 RO1 110 o CHAPTER 6 CONFIGURATION do 6 2 18 Define a Miscellaneous Service NOTE A Misc Service can only be defined in a Service Group that has one or more services Misc Service is a service that is used to represent the absence of a real service in a given Service Group It also allows for charges to be applied or removed when a service with
35. Type and billing frequency A discount can be a percentage of the original price or an absolute amount NOTE When you create a plan default plan details are automatically created with a blank Discount Type 1 month frequency enabled and zero discounts To create plan details 1 Click Configuration gt Offices gt Create Plan Discount The Choose Office dialog box appears Choose an office and click Select This Office The Choose Plan dialog box appears Choose a Plan and click Select This Plan The Create Plan Discount dialog box appears Enter the Discount Type or leave it blank default if it is not required for this plan The field is 64 characters long so you can create a descriptive name for the Discount Type The Discount Type entered in this field will appear in the Discount Type drop down list in the Create Edit Account dialog boxes Discount Type is a single alpha or numeric character Discount Type specifies a group of end users to whom a discount applied Discount Type enables end users on the same plan with different plan charges for each billing frequency Enter the Rate Discount and Setup Fee Discount for each billing frequency NOTE To disable a billing frequency uncheck the Enabled checkbox itapp User Manual v03_12 00 RO1 120 o CHAPTER 6 CONFIGURATION do 6 Set the Discount Option to percentage or absolute For example on a 30 00 Plan a rate discount of 3 00 for the
36. a sample import data file are shown in the top part of Figure 2 Based on the fields in this file you would type 1 2 3 and 4 in the First Name Last Name Username and Password checkboxes You would delete 5 from the Alias checkbox if you did not want to import aliases The Alias in this file is msmithOdomain com Import Data a File Fields Mary Smith mary domain com Myplacel msmith domain com Import File Field Numbers First Name fi Last Name l Username Password a Encryption none y Alias Import Data Field Checkboxes and Numbers Delete the number 5 Figure 2 Correspondence Import Data File and Import File Field Numbers b Select DES or MD5 if the passwords are already encrypted 8 Complete the Import File Options section of the dialog box a Type the file name in the Import Filename field or click the Browse button and then select the correct file b Select the type of file from the Field Delimiter list The import file must be in one of the listed file formats Tab Delimited Colon Delimited or Quote amp Comma Delimited c Click Test Import A list of accounts to be imported appears Review this information carefully to ensure that it is correct and complete WARNING You cannot make global changes to accounts once they have been imported If you import accounts and then discover that the information is incomplete or inaccurate you must e Set the status of each account to Deleted wait until mi
37. accounts into itapp e Create Account via the creation of sub accounts e Create Account via the Registration Server e Changes to personal information e Changes to billing information e Changes to account status Reasons for changes to account status e Additions or removals of services e Email notices sent e Changes to SPAM Configuration e Changes to passwords via the My Account area Services Subscribed This section lists the services that this account subscribes to Account Status Indicates the status of the account Last Login This field appears if an end user has subscribed to a Radius Service It shows when the last successful login occurred within the last 3 months Current Login This field appears if an end user has subscribed to a Radius Service It shows information about a current login if there is one itapp User Manual v03_12_00 RO1 34 e CHAPTER 2 ACCOUNTS do Table 7 Customer Care Information Dialog Box Fields Page 2 of 3 Field Information Mailbox Shows the number of messages in the mailbox the size of the largest message and the total size of all the messages Edit Mailbox Click this button to view headers or to delete emails from an end user s mailbox The feature only allows you to see the sender of the message the subject line the date and the size of the message This ensures that the message itself remains confidential
38. billable item has a future start date type the date This date appears next to this line item in the invoice Expiry Date If this recurring item plan has a future expiry date type the date If you set the Frequency to One Time the item will not have an Expiry Date Bill Now e Choose No if the billable item can be generated at a later date e Choose Yes to generate a billable item immediately Note If the frequency is One Time the billable item will be generated immediately regardless of the Start Date itapp User Manual v03_12_00 RO1 46 o CHAPTER 3 BILLING do 3 2 2 View Billable Items Use the View Billable Items feature to view details about billable items as well as the status of the billable items NOTE If you need to make a correction to a billable item you do so by adding a corrective billable item rather than by deleting the billable item This method is in accordance with standard accounting practices and prevents billable items from being deleted from account history gt To view billable items e Select Billing gt Billable Items gt View Billable Items The Cancel Billing Item dialog box appears 3 2 3 Generate Billable Details Use the Generate Billable Details feature to generate details for accounts and update the accounts to indicate that the details have been generated WARNING A The Generate Billable Details function cannot be undone Before yo
39. box See Section 6 2 23 To create a plan 1 Click Configuration gt Offices gt Create Plan The Choose Office dialog box appears 2 Select an office that will own the plan and click Select This Plan This means that only end users in this office will see the plan as an option on their billing screen If more than one office needs to access the Plan a new plan must be created for each office The Create Plan dialog box appears 3 Enter information following the guidelines in Table 27 itapp User Manual v03_12_ 00 RO1 115 o CHAPTER 6 CONFIGURATION do 4 Click Save Plan Table 27 Create Plan Dialog Box Field Names Page 1 of 3 Field Name Description Plan Name Description Type a Plan Name and a short description The description appears on the billing screen when new accounts are being added and it appears on an invoice for an end user on this plan Plan Summary Type a Plan Summary This is a brief outline of the plan that describes what it includes what restrictions it has etc Plan Property Select a Plan Property Plan Product Select a Plan Product One Month Rate One Month Setup Cost Fee Setup Cost Fee Description Enter the One Month Rate One Month Setup Cost Fee and a Setup Cost Fee Description The Setup Cost Fee Description is the description of the setup fee line item that appears on invoices Note Plan pricing and Setu p Rate for 3
40. changed to April 10 e Ifan end user s Billed Up To date is January 25 and they are billed monthly for a plan that costs 39 95 per month they would be billed 39 95 for 1 month s service and their Billed Up To date would automatically be changed to February 25 e Ifan end user s Billed Up To date was December 15 they would not be billed in this bill cycle because their Billed Up To date is not in the selected range January 1 31 To create a billable entry for this client the Start Date of the billing run would have to be backdated to at least December 15 e Ifan end user s Billed Up to date is November 10 if they are billed monthly and if you chose a date range of November 1 to January 31 three line items would be created e November 10 December 10 e December 10 January 10 e January 10 February 10 The Plan Billing Report see page 80 tells you what the current Billed Up To dates are for your end users so you can ensure that the date range you choose will cover all clients itapp User Manual v03_12 00 RO1 49 o CHAPTER 3 BILLING do Example Generating Billable Details for Overtime The procedure for generating overtime billable details is much the same as for generating Plan Renewal billing Overtime is calculated based on the calendar month After the first of each month usage can be generated for the previous calendar month As long as the end user s Overtime Billed Up To date is within the date range chosen Sta
41. document contains trade secrets and confidential business information of IP Applications Canada Corp that is privileged and or exempt from disclosure pursuant to access to information freedom of information and privacy legislation in Canada Registered Trademarks amp Proprietary Names IP Applications is a registered trademark of IP Applications Canada Corp a federally registered company in Canada with its head office in New Westminster British Columbia IP Applications is a trademark of IP Applications Canada Corp All rights reserved All other products and services are referred to by the trademarks of their respective companies and businesses Applicability This document applies to v03_12_00 of the itapp product Printing History First printing October 2004 Second printing December 2004 Third printing August 2005 Document Number itapp User Manual v03_12 00 RO1 IP Applications Corporate Address Suite 400 601 Sixth Street New Westminster BC Canada V3L 3C1 Contact IP Applications at Internet www ipapplications com Phone 604 525 2554 Fax 604 525 4243 Email info ipapp com CONTENTS Chapter 1 Introduction 1 Purpose of This Manual o o e 2 2 What ls tapp lt sacacke wa da a a a aaa ee be 2 Business Rules A Recommendation o o o 3 Requirements for Running itapp naana oo e 3 app Conventions sasaaa ees 3
42. gt Edit Service gt Email Service cannot be modified for individual end users 4 Click Save Changes Table 6 SPAM Tests Page 1 of 3 Test Description Mail From Checks to ensure that the sender s From address contains a valid domain name and either an MX or an A record IP Test Checks for the existence of the reverse DNS record of the originating IP address Ensures that the Reverse DNS record for the host sending the email message resolves to a hostname RFC compliant itapp User Manual v03_12 00 RO1 26 e CHAPTER 2 ACCOUNTS do Table 6 SPAM Tests Page 2 of 3 Test Description Blackhole List 1 This list is based on an open real time reporting system of an IP that is being accused of spamming See details at www spamcop net Blackhole List 2 This is a list of areas on the Internet that several system administrators ISP postmasters and other service providers have assembled and use to deny email and in some cases all network traffic from See details at www spews org Blackhole List 3 This list is a database of IP addresses of direct spam sources Spammers Spam gangs and spam support services but not open proxies or open relays that mail systems throughout the Internet can query in real time for the purpose of refusing mail from known spam senders See details at www spamhaus org sbl Blackhole List 4 This is a list of the following categories e Indirect
43. on an invoice will reflect this date the invoice date itself will reflect the date that the invoice was generated Start Date The activation date for the account The default is today s date However you can enter a future date e The account is created immediately if you enter today s date e The account is created shortly after midnight PST on the start date if you enter a future date itapp User Manual v03_12_00 RO1 10 e CHAPTER 2 ACCOUNTS do Table 2 Billing Information Dialog Box Fields Page 3 of 3 Field Information Billed up to The date the account s plan billing is billed up to The date is updated automatically each time billing is run for this end user advanced by the period specified in the Billing Frequency field One Time Plan Setup Fee The default is Not Yet Applied Flag e Ifthe plan has a setup fee and if you leave the default the setup fee is charged to the end user during the next bill run and this flag is automatically changed to Applied e Ifthe plan has a setup fee and you do not want to charge it select Not Available Overtime Billed up to The date the account s usage is billed up to Leave the field empty The field is updated automatically each time usage billing is run for this end user Expiry Date Leave the field blank if the account is ongoing If you enter a date the account will be disabled at midnight PST on that date
44. reverse an invoice 1 Click Billing gt Invoices gt Reverse Invoice The Reverse Invoice dialog box appears The dialog box lists all the invoices and invoice dates for an end user 2 Select the invoice that needs to be reversed and then click Reverse Invoice Details about the reversed invoice appear in the Done Form itapp User Manual v03_12_00 RO1 57 o CHAPTER 3 BILLING do 3 4 Statements Statements show invoices payments and credits that have not appeared on a prior statement 3 4 1 Generate Statements To start the statement generation process 1 Click Billing gt Statements gt Generate Statements The Generate Statements dialog box appears 2 Add information to the dialog box following the guidelines in Table 12 NOTE When you complete the dialog box complete only one of the following e Username e Office e Provider 3 Click Generate Statements A Generate Statements Started message appears and indicates that the process has begun When the statements have been generated e itapp emails a summary of all the statements to the administrator currently logged in Table 12 Generate Statements Dialog Box Fields Page 1 of 2 Field Description Username Do one of the following Office e Type a single username including Provider domain name and then select For Individual Or e Choose an office from the drop down list and then select For Office Or e Choo
45. spam sources using open relays or other conduits to send spam e Opt out mailers address harvesters organizations using dirty unconfirmed address lists organizations ignoring permanent fatal errors e Open formmail scripts IPs belonging to web servers running insecure formmail scripts spamvertized sites IPs belonging to web servers hosting sites advertised using any of the sources above e Relay probing sources IPs outside our networks trying to relay mail through mailservers within our networks Almost all of these IPs are already spamming or preparing spamruns See details at www spamhaus org xbl Bounced Messages Ensures that the message contains a Mail From address This may be absent in delivery notification messages such as those generated by a postmaster Not RFC compliant itapp User Manual v03_12 00 RO1 27 O CHAPTER 2 ACCOUNTS do Table 6 SPAM Tests Page 3 of 3 Test Description Anti Mail The email system tracks all attempted Harvesting deliveries In cases where the ratio of unknown recipients to known recipients exceeds 20 on a statistically large enough sample the email system will optionally bounce messages from this IP address This prevents IP addresses from detecting that this account exists Sender Permitted Framework Checks TXT DNS record to determine what IP addresses are valid for the originating email domain 2 10 Edit Email Filter List
46. that several system administrators ISP postmasters and other service providers have assembled and use to deny email and in some cases all network traffic from See details at www spews org Blackhole List 3 This list is a database of IP addresses of direct spam sources spammers spam gangs and spam support services but not open proxies or open relays that mail systems throughout the Internet can query in real time for the purpose of refusing mail from known spam senders See details at www spamhaus org sbl itapp User Manual v03_12 00 RO1 158 o CHAPTER 7 MY ACCOUNT do Table 32 SPAM Tests Page 2 of 2 Test Description Blackhole List 4 This is a list of the following categories e Direct spam sources Spamming our mailsevers directly not using open relays e Indirect spam sources using open relays or other conduits to send spam e Open proxies IP Applications runs proxy testing software examining every IP address showing suspicious behavior e Opt out mailers address harvesters organizations using dirty unconfirmed address lists organizations ignoring permanent fatal errors e Open formmail scripts IPs belonging to web servers running insecure formmail scripts spamvertized sites IPs belonging to web servers hosting sites advertised using any of the sources above e Relay probing sources IPs outside our networks trying to relay mail through mailservers wit
47. the Network Domain The registration request goes to Network Solutions To register or modify a domain name 1 Click Domains gt Register Domain The Register Domain dialog box appears 2 Complete the Register Domains section Domain Name Ensure that Domain Name is typed correctly It must not be prefixed by a host designation www mail news and it must be typed in lowercase letters e Purpose of Application This field is optional e Provider Ensure that you select the correct provider Primary Username This field is optional Enter a username if you want to connect this record to a specific user e Application Type Select New Domain or Modify Domain e Registration Period Select the numbers of years 3 Complete the CA Registration Specific Details section if appropriate 4 Complete the Organization Using Domain section the Administrative Contact information and the Billing Contact information If the Billing Contact is the same as the Administrative Contact select the checkbox at the top of the Billing Contact section 5 Select a status in the Domain Name Servers section 6 Select web and mail services as appropriate or if the web or mail services are to be redirected off the IP Applications network and if you know the IP addresses they are to be redirected to type them in the Redirect to IP fields If you do not know the addresses leave these fields blank 7 Add an email address for the Website Adm
48. 0 RO1 72 e CHAPTER 4 DOMAINS do Table 17 Create Network Host Dialog Box Fields Page 2 of 2 Field Description Provider Select the provider that will manage this network host Alias for If this host is to be an alias for an existing host type the existing host name If you type the host as a domain name as opposed to an IP address type a period at the end of the domain For example type news mydomain net Pointer To Add a pointer record if necessary This should only be used for reverse DNS entries or in addr arpa files Host IP 1 Official Name Type the Host IP address and select Yes for Official Name This builds the reverse DNS Select CNAME if IP Applications is only providing reverse DNS for a portion of the Class C network This sets up reverse DNS in the forward DNS file using the CNAME trick Consult your IP Applications Support Representative for an available IP address for your new network host Host IP 2 Add a secondary IP address if necessary Mail Exchange 1 to Host NS 5 Add mail host information If Mail Exchange information was included when the Network Domain was entered it is not required here Mail Exchange information is generally not used when a web news or dialup host is being created itapp User Manual v03_12 00 RO1 73 e CHAPTER 4 DOMAINS do 4 5 Edit Network Host Use the Edit Network Host feature to ed
49. 2 Kits page 142 Misc page 143 DHCP page 144 Radius page 145 Access Servers page 146 SPAM page 149 Webservers page 150 itapp User Manual v03_12 00 RO1 83 o CHAPTER 6 CONFIGURATION do 6 1 Providers A provider represents a new top level organization or a new company beneath an existing provider For example if a large company is going to be using itapp for host services and wants to have multiple offices they can be set up as a provider If you think a client could benefit from having more than one office on the system for administrative or organizational purposes you may want to consider setting them up as a provider NOTE Reports will generate the number of accounts under each provider and will include the offices below the provider but will not include any other providers under their umbrella If an ISP has three providers under it you will have to generate reports for each of these providers to get accurate reporting numbers for the ISP 6 1 1 Create Provider To create a new provider 1 Click Configuration gt Providers gt Create Provider The Create Provider dialog box appears 2 Select the Provider s Provider the provider who manages the new provider 3 Type a name for the new provider We recommend that you use the company name This will be the name that appears in the drop down list when you create an office and need to choose a provider for the office 4 Add the re
50. 4 6 and 12 months are available in the Plan Details dialog box Early Cancellation Penalty Specify an early cancellation penalty for example 50 00 The penalty is defined as the minimum number of days of subscription and a cancellation charge If an end user terminates their service before the defined plan period the cancellation penalty is applied The number of subscription days that the Early Cancellation Penalty applies Enter the minimum number of subscription days required for example 15 days itapp User Manual v03_12_ 00 RO1 116 o CHAPTER 6 CONFIGURATION do Table 27 Create Plan Dialog Box Field Names Page 2 of 3 Field Name Description Plan Expiry Plan Expiry consists of two fields an input field for entering the number of time units and a drop down list for selecting the time unit Days Months Years The default for Plan Expiry is O days meaning that the plan does not have an expiry Plan Expiry can be used to automatically set the end user s Expiry Date when an end user s plan is selected This feature allows for the creation of plans that restrict how long an end user can be on that plan For example if a plan is configured to have an Expiry of 6 months the end user s Expiry Date will automatically be set to 6 months from the time that plan is selected Notes About Plan Expiry Dates e If an end user s Expiry Date is not blank when a pla
51. 6 CONFIGURATION do Table 21 Personal Website Dialog Box Fields Page 2 of 2 Field Information Service Summary Service Summary is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 Host Selecting the Host allows you to specify which web server is assigned to this service Traffic I ncluded Mb Enter the number of Mb that people can download from this site on a monthly basis Traffic Surcharge Enter the amount that is charged if the Traffic Included amount is exceeded Quota Mb Enter the maximum size that the website can be Over Quota Rate Enter the amount that is charged if the size of the website exceeds the quota Note The Billing system does not use the usage charge data itapp User Manual v03_12_00 RO1 106 o CHAPTER 6 CONFIGURATION do 6 2 14 Define Content Filtering Service To define content filtering services 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and the Content Filtering Service and then click Select Office The Content Filtering Service dialog box appears 3 Enter information following the guidelines in Table 22 4 Click Save Service If the Content Filtering Service was defined successfully an Action Completed message appears Table 22 Content Filtering Servi
52. E The report includes administrators accounts that do not have plans Account Summary Lists all accounts within the selected provider grouped by office Output can be restricted to Account Status Enabled Suspended Cancelled or Deleted An option exists to display the External Account Number for each account in this report Promotion Summary Lists all promotions or selected promotions for an office or provider within a specified date range and according to selected account statuses Plan Service Summary When Summary by Plan is selected and a provider is specified the report lists the number of end users on each plan for each office in the selected provider When Summary by Plan is selected and an office is specified the report lists the number of end users on each plan for the selected office When Full Detail is selected a full list of all the accounts is generated The list displays Usernames Plan type Start Date and Enabled amp Suspended aCcount Statuses for the selected service Results are grouped by plan type Suspended Accounts Lists accounts that are currently Suspended Cancelled or Deleted for the chosen provider as well as the last active date itapp User Manual v03_12 00 RO1 76 o CHAPTER 5 REPORTS do Virus Accounts Lists accounts that have E mail Virus Scanning enabled for the selected provider Content Filter Accounts Lists accounts that have Content Filtering enabled for the selected provide
53. Grouping Fields The Group By Fields section of the dialog box lets you specify the field that the aggregate function applies to To specify the field that the aggregate function applies to 1 Select a field in the Group By section and click Add Example In the above example you want to report on the first name and on the number of people in the office or provider who have that first name e Select First Name in the Group By section of the dialog box and click Add The report now counts distinct first names 2 Go to Section 6 5 5 6 5 5 Ordering Fields The Order By Fields section lets you specify the order in which the records appear in the report The order can be ascending or descending You can specify multiple fields To specify an order for the fields 1 Select a field in the Order By section of the dialog box 2 Select Ascending or Descending and click Add 3 Select an additional field if you wish Example Consider the example shown in Figure 10 Username Account Status Last Active Date Account Updated by Account Updated time First Name Remove First Name Descending Last Name No aggregation y Add Select Report Fields a Username Account Status Last Active Date Ascending y Order By Fields Account Updated by Account Updated time Add First Name Remove Figure 10 Example of Report Ordering In this example e The records will be or
54. N do 1 1 Purpose of This Manual This manual provides an overview of itapp as well as detailed procedures for using its features NOTE All menu features are described in the order that they appear on the itapp Main Menu This manual describes itapp functionality only External systems that itapp may interact with such as transaction processors are not discussed Please refer to the appropriate vendor s documentation or website for information about these systems 1 2 What is itapp itapp is the name that IP Applications Corp gives to its comprehensive integrated web based operational support system OSS itapp streamlines every aspect of web service delivery and management and gives you complete control of your services and end users Its functionality includes End user registration sign up and account creation Service provisioning Account management Billing and transaction processing Reporting In addition to streamlining back office functions itapp v03_12 00 is a platform for the delivery of a wide range of value added end user services like content filtering also known as parental controls Billing Provider End Users a Reporting e y Registration h Services Registration For New ISP Account A Services or New ISP Service Sign up o e Es Services Provisioning Customer Care itapp User Manual v03_12 00 RO1 2 o CHAPTER 1 INTRODUCTION do 1 3 Bus
55. NAS itapp User Manual v03_12 00 RO1 96 o CHAPTER 6 CONFIGURATION do e Create Office e Create Plan e Create Provider e Create Services e Customer Care e Delete Domain e Delete Host e Delete NAS e Edit Account e Edit Administrator Edit Billing Edit Domain e Edit Host e Edit Network Access Server e Edit Office e Edit Personal Info e Edit Plan e Edit Provider e Edit Dialup Properties e Registration Server This form is displayed after the online registration process is complete e Update My Personal Info e Update My Billing Info e Update My Email Info e Registration in Progress e Create My Sub Account e Update My Sub Account 3 Choose the form you want to edit and click Select This Form The Edit Forms dialog box appears 4 Type or modify the HTML for the page You can use any HTML editor to edit the contents and then paste it back into the form You can use variables to customize the content of the forms Use the format VARIABLE_NAME to specify fields to come from itapp Refer to the example and the variable list in Section 6 2 3 Edit Letters The availability of specific variables varies according to the occasion defined for the form itapp User Manual v03_12 00 RO1 97 o CHAPTER 6 CONFIGURATION do Forms can use conditional variables Conditional variables are in the form IF_variablename ENDIF If the named IF_ variable exists has a value variables and text betwee
56. Restrictions NOTE You cannot modify Sub Account limits and delete Sub Account Restrictions at the same time gt To delete sub account restrictions 1 Click Configuration gt Offices gt Edit Sub Account Restrictions The Choose Office dialog box appears Select the office to set up Sub Account Restrictions for and click Select This Office The Edit Sub Account Restrictions dialog box appears Select the restrictions you want to remove and click Delete Selected Restrictions gt To modify sub account limits In the Edit Sub Account Restrictions dialog box change the Sub Account Limits as required and click Save Changes 6 3 1 Edit My Sub Account Optional Fields Use the Edit My Sub Account Optional Fields feature to define the fields that are required when end users are creating their own sub account using the Create Update My Sub Account dialog boxes NOTE If you don t include First Name and Last Name the values of the principal account will be inherited by the sub account To edit the my sub account optional fields 1 Click Configuration gt Offices gt Edit My Sub Account Optional Fields The Choose Office dialog box appears Select the office you want to set up Sub Account optional fields for and click Select This Office The Edit My Sub Accounts Optional Fields dialog box appears Select the fields that you want to appear in the end user s Create Edit My Sub Acco
57. Table 24 Simple Service Dialog Box Fields Field Information Service Name e Service Name mandatory e The name must be unique across all services within the same office The name cannot be the character If the Service Name does not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard e The service name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank Service Summary Service Summary is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 Host Host mandatory field Enter the name of a host that exists in itapp If the host does not exist in itapp an error message appears when you click Save Service itapp User Manual v03_12 00 RO1 109 o CHAPTER 6 CONFIGURATION do 6 2 17 Define an External Service Use the External Services feature if you want itapp to provision services that are not hosted by IP Applications itapp can currently support single request response transactions via HTTP or HTTPS POST operations The supported message formats are form submissions XML messages and SOAP messages Separate actions may be assigned for the creation updating and deletion of end user accounts NOTE
58. The changes take effect after you refresh the browser 7 17 Create My Sub Account End users can create their own sub accounts using the Create My Sub Account feature Before end users can create a sub account at least one of the plans defined for the ISP must be defined as a Sub Account Plan That is For My Sub Account in My Account Area and For Sub Account must be selected in the Plan Property field on the Create Plan dialog box See Section 6 2 22 Create Plan In addition the plan must be defined as a Sub Account Plan in the My Account area itapp User Manual v03_12 00 RO1 165 o CHAPTER 7 MY ACCOUNT do The minimum requirements for setting up a sub account are the Username for the new Sub Account a Sub Account password and the Plan Type The ISP can define additional optional fields See Section 6 3 1 Edit My Sub Account Optional Fields for information on how to define the fields Figure 16 shows the dialog box without the optional fields Figure 17 show the dialog box with the optional fields Create My Sub Account Principal Account Password Verification Sub Account Username Sub Account Password Plan Type No Plan Selected y Create My Sub Account Help Reset Form Figure 16 Create My Sub Account Dialog Box With No Optional Fields Create My Sub Account Principal Account Password Verification Sub Account Username Sub Account Password First Name Last Name Ad
59. This feature is also available in Edit MailBox See page 25 Previous Support Shows the number of calls this end user has made to Customer Care and the total duration of those calls Show History Click this button to display previous Customer Care calls from this end user Problem Comment and Resolution information is displayed Trouble tickets are ordered by date When a payment or credit card processing failure occurs itapp automatically creates a Customer Care Billing Issue Ticket to provide further information about the transaction failure Details in the Ticket include e Type of attempted transaction e Transaction date e Reason for failure e Transaction amount Issue Select the category that this issue falls into For example if the end user could not connect to the Internet you would select Dial up Connection Problem itapp User Manual v03_12_00 RO1 35 e CHAPTER 2 ACCOUNTS do Table 7 Customer Care Information Dialog Box Fields Page 3 of 3 Field Information Show Related Select an issue from the Issue drop down list and then click this button to display the Customer Care Related Problems dialog box which lists related problems that have been recorded in the Technical Support database This information could help you solve the current end user s problem Send a Follow Up Letter Select Send a Follow Up Letter if a Support Follow Up Letter is d
60. Unknown Clients Click Create This Group itapp User Manual v03_12 00 RO1 144 o CHAPTER 6 CONFIGURATION do 6 10 Radius 6 10 1 Edit Radius Profile Use the Edit Radius Profile feature to edit Radius features on an Individual Office Office Access Server or Provider basis To edit radius profile features 1 Click Configuration gt Radius gt Edit Radius Profile The Choose Profile Assignment dialog box appears 2 Select an Individual Office Office Access Server or Provider and then click Select This Assignment If you selected e Individual the Choose NAS Group dialog box appears e Office the NAS Group dialog box appears e Office Access Server the Network Access Server dialog box appears e Provider the NAS Group dialog box appears 3 Complete the dialog box The Radius Profile dialog box appears 4 Edit the dialog box as necessary and click Save Changes For information about the fields in this dialog box see Section 2 11 Radius Profile Manager on page 29 itapp User Manual v03_12_00 RO1 145 o CHAPTER 6 CONFIGURATION do 6 11 Access Servers 6 11 1 Create Network Access Server Each time a new terminal server is added to the network a new entry needs to be made in the database This sets up the network access server NAS on the authentication server to allow for incoming authentication requests To configure a new network access server 1 Click Configuration gt Access Serve
61. _12 00 RO1 50 o CHAPTER 3 BILLING do 3 2 4 Remove Recurring Items Use the Remove Recurring Item feature to remove a recurring billable item that is no longer required by an account You can also use this feature when you need to modify a recurring billable item for an end user In this process you remove the item using the Remove Recurring Item feature and then add the item modified as required To remove a recurring item 1 Type a username in the itapp Menu text box 2 Select Billing gt Billable Items gt Remove Recurring Items The Recurring Charges dialog box appears 3 Select the item or items you want to remove and then click Remove Selected I tems itapp User Manual v03_12_00 RO1 51 o CHAPTER 3 BILLING do 3 3 Invoices 3 3 1 Generate Invoice After you have generated billable details you can generate invoices This captures all billable details that are not on another invoice regardless of date At this stage appropriate tax items are calculated and added to your invoices This is the case for both itapp manual tax tables found in the Edit Office dialog box and for calculations using the CCH tax tables The list of Billable Details does not show taxes before appearing on an invoice but the invoice itself will have line items for tax When an invoice is generated itapp processes it according to the type of invoice notification that has been selected for the account The type of notification
62. ae we 93 Clone Letters s 6 6 68 8 amp Se eee ar acre rte cae ste Raa 96 GUE FONS Se a oe ee ee asa ey e di Ge pe re eS 96 Clone Forms 0 ee es 98 Edit Cancellation ReaSOns auaa aa aa e ee es 99 Define Service GrouUpS 4 244 240 gaye a e de ee ea ed 99 Edit Service Group ss suse aa bd oS 100 Define Service Overview 101 Define RADIUS Service 0 0 0000 a a ee 101 Define Email ServiCe 103 Define Personal Website o 105 Define Content Filtering Service o a 107 Define Account Management System ServiCe o o 108 Define Simple Servile o ooo 109 Define an External ServiCe o 110 Define a Miscellaneous ServiCe o o 111 itapp User Manual v03_12 00 RO1 ii o CONTENTS do Edit Services o oo Add Product 0 0 ooo oo ooo Edit ProQUCt o o eu uae Create Plan Edit Pla cscascosariarr rar EES Clone PldN Create Plan DiscoUMt Edit Plan Disc0UNt Create Promotion Edit Promotion Create Sub Account Restrictions Edit Sub Account Restrictions Edit My Sub Account Optional Fields Administrators o o o
63. an end user connects taking into consideration Radius profiles for the end user service and Network Access Server gt To view an end user s Net Radius Profile 1 Enter the end user s username in the itapp Menu text box and then click Accounts gt View Net Radius Profile The Choose Radius Service dialog box appears Select a Radius Service and then click Select This Radius Service The Choose Network Access Server dialog box appears Select a Network Access Server and then click Select This Network Access Server The Radius attributes for this combination of end user Radius Service and Network Access Server are displayed itapp User Manual v03_12 00 RO1 29 e CHAPTER 2 ACCOUNTS do 2 13 Edit Radius Restrictions Use the Radius Restrictions feature to define a recurring amount of time that an end user is allowed to be online This amount of time Initial Time can be reset on a daily weekly or monthly basis or never when you specify a Reset Time In addition to showing the initial amount of time allocated this feature also shows the amount of time that the end user has left in the given period Remaining Time NOTE If the total amount of allocated time is used up the terminal server drops the connection if the terminal server respects the Radius Session Time Out attribute The changes you make here do not affect a currently active session The changes only become active at the start of the end
64. an manage their own anti spam configuration if their account has the Update My Spam Configuration feature enabled This feature can be enabled in the My Self Management field in the Account Information dialog box The list of tests that are currently available is shown in Table 32 The tests that actually appear in the Edit Anti Spam Configuration dialog box vary depending on the settings in the Office UCE Configuration To edit your anti spam configuration 1 Select My Account gt Edit Anti Spam Configuration The Edit Anti Spam Configuration dialog box appears Type your password in the Password Verification field Select a setting for each test If a test is required a message beside the test name indicates this Click Save Changes itapp User Manual v03_12_ 00 RO1 157 o CHAPTER 7 MY ACCOUNT do Table 32 SPAM Tests Page 1 of 2 Test Description Mail From Checks to ensure that the sender s From address contains a domain name that is valid and contains either an MX or A record IP Test Checks for the existence of the reverse DNS record of the originating IP address Ensures that the Reverse DNS record for the host sending the email message resolves to a hostname RFC compliant Blackhole List 1 This list is based on an open real time reporting system of an IP that is being accused of spamming See details at www spamcop net Blackhole List 2 This is a list of areas on the Internet
65. ants to have multiple offices they can be set up as a v03_12 00 RO1 4 o CHAPTER 1 INTRODUCTION do provider if you think you could benefit from having more than one office defined in itapp for administrative or organizational purposes you may want to set yourself up as a provider e Office An organizational unit of end users Offices can represent businesses or branch offices within one business In itapp you must create at least one office under each provider e Service Group A group of similar services of which only one can be active for a particular end user at any given time Service Groups are defined for each office to ensure that an end user or a plan cannot subscribe to two services that are in conflict For example an office may have a Radius Service that allows 30 hours of access and a Radius Service that allows 40 hours of access These two services are in the same service group to ensure that no one end user can have both services at the same time e Service An individual Internet service that can be used by an end user Only one service in a particular service group can be active for a particular end user at any given time Services must be defined for each office The following services can be defined e RADIUS Service Dialup Broadband access configuration e Email Service Email access configuration e Personal Website Personal website configuration e Content Filtering Content filtering access e A
66. atch Table 16 Generate Credit Card Batch Dialog Box Fields Field Description Office Do one of the following Provider Choose an office from the drop down list and then select For Office Or e Choose a provider from the drop down list and then select For Provider Include accounts of Choose the status or statuses that you status want to include in the generated CC Batch list Minimum Value Accept the default value or type an amount such as 1 00 if you want the system to ignore balances owing of less than 1 00 Do not type a sign Process Credit Cards Indicates whether or not to process the pending credit card transaction batch Process Cheques Indicates whether or not to process the pending ECP transactions Report Transactions For Select All or Declined itapp User Manual v03_12 00 RO1 67 Chapter 4 DOMAINS The Domains menu enables you to perform administrative functions for domains hosted by IP Applications gt The following features are discussed in this chapter e Register Domain page 69 e Create Network Domain page 70 e Edit Network Domain page 71 e Create Network Host page 72 e Edit Network Host page 74 itapp User Manual v03_12 00 RO1 68 e CHAPTER 4 DOMAINS do 4 1 Register Domain Use the Register Domain feature to register or modify a com net ca or org domain name Registering a domain name through itapp automatically creates
67. ate My Email Info o o e es 157 Edit Anti Spam Configurati0N o o e eee 157 Setup Auto Responder iveco aia 160 Add To My Email Filter LiSt o o eee 161 View My Email Filter List o ee 162 Delete From My Email Filter LiSt o o 162 Change Password ssecosrrsrsassr rr rr AAA 163 Activate Content Filtering o ee ee 163 View My Invoices 0 0 ee 164 View My Statements 0 0 0 00 ee 164 View My Statistics 2 ee 164 Edit Display Preferences 0 00 0 cee ee ees 165 Create My Sub Account 1 0 ccc 165 Update My Sub Account cee ee ee AA EEE EEE 167 Appendix A Online Registration Process 168 Pre requisites 2 ee 168 Posting Information 0 0 00 0c ee 169 Form Fields s 202252244648 5545 585254 282045088 2222 45 5 00 169 Not Interactive Error Messag8eS o o ee 174 itapp User Manual v03_12 00 RO1 iv Chapter 1 INTRODUCTION The itapp User Manual provides an overview of the itapp System as well as detailed procedures for using its functions This chapter discusses Purpose of this manual page 2 Overview of itapp page 2 Recommendations about your organization s business rules page 3 Requirements for using itapp page 3 itapp conventions page 3 itapp terminology page 4 vvv vvv itapp User Manual v03_12 00 RO1 1 e CHAPTER 1 INTRODUCTIO
68. atement is the current statement not yet created Includes all invoices payment and credits that have not been included on another statement e Previously generated statements are listed in order with the most recent at the top of the list 4 For Pre Printed Statements choose No or Yes e Choose No if the statement is going to be printed as formatted text on plain paper This formatting is NGBS compliant itapp User Manual v03_12_00 RO1 59 o CHAPTER 3 BILLING do e Choose Yes if the statement is going to be printed as unformatted text on pre printed company forms 5 Select Yes for With Detailed Information or leave the default No e If you select Yes complete statement details will be displayed including plan name monthly fee taxes payments credits aged history and amount due e If you select No a summary version of the statement will be displayed including payments invoices credits aged history and amount due 6 Click View Statement The statement is displayed in PDF format 3 4 3 Print Statements Use the Print Statements feature to print a group of statements based on selected Start and Stop dates Print Statements compiles all statements between the Start and Stop dates and makes them available for viewing or printing You can view or print statements for an individual end user for an office or for an entire provider gt To print statements 1 Click Billing gt Invoices gt Pr
69. ation information and assigns a web administrator for F TP access gt To add a webserver 1 2 Click Configuration gt Webservers Type the name of the web server in the itapp Menu text box Use the format www domain com and use lowercase letters Click Add WebServer The Create WebServer dialog box appears Enter information following the guidelines in Table 31 Click Create This WebServer Table 31 Create WebServer Dialog Box Fields Page 1 of 2 Field Description Web Server The name that you typed in the itapp Menu text box appears here Billing Username Optional Webmaster Username Add a username for FTP access Admin Email Address Add the address using the format webmaster domain com Office Choose the office that will own this web server The default values can be used for the remainder of the dialog box unless they need to be changed You can add script alias directories as necessary If you are unsure contact your ISP or IP Applications Counter Module Indicates whether the website will have an IP Applications supplied counter WebMail Module Indicates whether the site will have web mail associated with it Regular mail POP services must be run by IP Applications in order to support web mail Web Stats Indicates whether Webalizer web states are available for the website itapp User Manu al v03_12_00 RO1 150 o
70. ccount Management System Access to itapp e Simple Service A service that requires no specific configuration e Misc Service For an explanation see page 111 e Plan A plan is a group of services available to an end user Plan information is all the details included in an end user s plan Plan information includes the numbers of hours end users receive per month as part of their subscription rate the number of free or bonus hours they receive what the hourly rate is once they have used more than their allocated hours what the cancellation penalty is as well as optional services and their respective prices e Plans can be constructed once Services have been defined for an Office End users End users are your customers itapp User Manual v03_12 00 RO1 5 Chapter 2 ACCOUNTS Use the Accounts menu to create modify delete and troubleshoot accounts The following features are discussed in this chapter gt Create Account page 7 gt Add Billing Information page 9 gt Add Account Information page 12 gt Edit Personal Info page 14 gt Edit Account Billing page 15 gt Edit Account Info page 19 Verify Account page 21 Alias Manager page 22 gt Find User page 24 gt Edit Mailbox page 25 gt Edit UCE Configuration page 26 gt Edit Email Filter List page 28 gt Radius Profile Manager page 29 gt View Net Radius Profile page 29 gt Edit Radius Restriction
71. ce Dialog Box Fields Field Information Service Name e Service Name mandatory The name must be unique across all services within the same office The name cannot be the character If the Service Name does not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard e The service name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank Service Summary Service Summary is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 itapp User Manual v03_12_00 RO1 107 o CHAPTER 6 CONFIGURATION do 6 2 15 Define Account Management System Service The Account Management Service enables an end user to login to itapp With appropriate permissions the end user can manage their own account To define account management system services 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and the Account Management System Service and then click Select Office The Account Management Service dialog box appears 3 Enter information following the guidelines in Table 23 4 Click Save Service If the Account Management Service was defined successf
72. ce dialog box appears 2 Choose the office in which you want to define a Service Group and then click Select This Office The Define Service Group dialog box appears 3 Enter required information and any optional information that you want e Service Group Name is a mandatory field and must be unique within the office This name cannot be defined after it is defined itapp User Manual v03_12 00 RO1 99 o CHAPTER 6 CONFIGURATION do 4 e Service Group Description is a mandatory field and is shown in various dialog boxes e Service Group Summary is an optional field and is included so you can write a free form note Click Define Service Group e If the Service Group is defined successfully this message appears Action Completed e If a Service Group with the same name already exists within the office this message appears Duplicate Service Group If one of the mandatory fields was not completed this message appears A required field was not filled in 6 2 9 Edit Service Group To edit a service group 1 Click Configuration gt Offices gt Edit Service Groups The Choose Office dialog box appears Choose an office and click Select This Office The Choose Service Group dialog box appears This dialog box lists the Service Groups that are defined for this office Choose a Service Group and click Select this service group The Edit Service Group dialog box appears Make the necessary modifica
73. cified Principal Account Plan If the Sub Account Limit field is set at 5 each subscriber to the Default Plan is restricted to a maximum of 5 sub accounts on any plan that is defined for a sub account Restriction Type 3 Principal Plans A Single Sub Plan Principal Account Plan All Principal Plans y Sub Account Plan Additional Email Account Plan y Sub Account Limit B Updated By ballin ipapp com Save Changes Help Reset Form Figure 8 Create Sub Account Restrictions Example 3 This example shows a restriction that limits any principal account plans to only having sub accounts subscribed to the specified Sub Account Plan The Sub Account Limit field is set to 3 and therefore each end user in the selected office is restricted to a maximum of 3 Additional Email Account Plan Accounts itapp User Manual v03_12 00 RO1 125 o CHAPTER 6 CONFIGURATION do Restriction Type 4 A single Principal Plan A single Sub Plan Create Sub Account Restrictions Principal Account Plan f Standard plan with core services y Sub Account Plan Free Email Promotion gt Sub Account Limit 3 Updated By ballin ipapp com Save Changes Help Reset Form Figure9 Create Sub Account Restrictions Example 4 This example shows the most specific restrictions It applies only to those principal accounts that are subscribed to the specified Principal Plan and limits the number of sub accounts subsc
74. dered by First Name in descending order e If two or more records have the same first name they will be ordered by the last name in ascending order f two or more records have the same first and last names the order is not specified itapp User Manual v03_12 00 RO1 137 o CHAPTER 6 CONFIGURATION do 4 At this point you have two options a If you are not using conditional fields click OK to save the report b If you are using conditional fields go to Section 6 5 6 6 5 6 Selecting Conditional Fields Conditional Fields let you filter records For example if you want to identify all people whose first name begins with the letter a you would select First Name as a conditional field If you want to identify all end users with a statement balance greater than 20 you would select Statement Balance as a conditional field You specify Conditional Fields in the Define Custom Report dialog box and edit them in the Edit Conditional Fields dialog box To select conditional fields 1 On the Define Custom Report dialog box highlight the conditional fields that you want and then click Add 2 Click OK The Edit conditional fields dialog box appears 3 Go to Section 6 5 7 6 5 7 Editing Conditional Fields The details that appear in the Edit Conditional Fields dialog box differ depending on the fields you selected in the Define Custom Report dialog box This section explains how to edit the conditional fie
75. diately if you use today s date e The account is created shortly after midnight PST on the start date if you use a future date Billed up to The date the account s plan billing is billed up to The date is updated automatically each time billing is run for this end user advanced by the period specified in the Billing Frequency field Overtime Billed up to The date the account s usage is billed up to Leave the field empty The field is updated automatically each time usage billing is run for this end user Expiry Date Leave the field blank if the account is ongoing If you enter a date the account will be disabled at midnight PST on that date Account Status Select a status PST GST tax exempt GST Federal tax exempt Indicate whether the end user is tax exempt You are responsible for recording the details to support the exemption 7 Complete the Import File Field Numbers section of the dialog box a Type numbers in the checkboxes to correspond with the fields in the import data file If you don t want to include a field don t type a number in the checkbox itapp User Manual v03_12_00 RO1 39 e CHAPTER 2 ACCOUNTS do First Name Last Name Username and Password are mandatory NOTE The letter columns in the CSV file correspond with the numerical values in the dialog box for example A 1 B 2 etc See Figure 2 Example Fields from
76. diting a simple service Host is a mandatory field The host name must be a host that exists in itapp If the host does not exist in itapp an error message appears when you click Save Service gt To delete a service e Click Delete Service NOTE Remember you cannot delete a service if it is used by a plan 6 2 20 Add Product Use the Add Product feature to add Product Codes for an office Product Codes help you manage your inventory of products and or services The list of Product Codes that you develop acts as a template for consistency and a single reference point for the Service Plans and Billing Items that you create If you are using a third party accounting package we recommend that you link the Product names or Class with the Accounting product code names from the third party software to simplify reconciliation Product Codes are also used to compile Sales Distribution Reports where you can see how much revenue was billed for a particular service or product type including taxes You must add Product Codes since itapp uses them to determine when taxes are charged on a particular billing item or plan NOTE You can track taxes by adding Product Codes called TAX1 Provincial State Tax and TAX2 Federal Tax If you do this set the Taxable Status of these tax Products to No Taxes gt To add a product 1 Click Configuration gt Offices gt Add Product The Choose Office dialog box appears 2 Selec
77. dnight for the accounts to be purged from itapp and then repeat the import process using an accurate data file or e Manually correct the data in each account or add missing data to each account itapp User Manual v03_12 00 RO1 40 e CHAPTER 2 ACCOUNTS do d Click the Back button on your browser e Reattach the import file and click Import Accounts When the import is complete e An Action Complete message appears or No Account Imported appears if the import was not successful e The administrator currently logged into itapp receives an email report that lists the accounts that were imported successfully It also provides details about accounts that were not imported so you can take corrective action itapp User Manual v03_12 00 RO1 41 e CHAPTER 2 ACCOUNTS do 2 18 Edit Auto Respond Message Use the Edit Auto Respond Message feature to set up an auto responder message for end users who have the service activated NOTE e To activate the service choose an appropriate Email Service in the Account Information dialog box that is a service that includes Self Approval or Staff Approval To allow an end user to edit their own auto respond message the end user must have an Email Service that has Self Approval and you must select Update My Email Info in the My Self Management list in the Account Information dialog box For information about completing the Account Information dialog b
78. dress 1 Address 2 City Province State Country Postal ZIP Code Home Phone Fax Work Phone Promotion Code Plan Type No Plan Selected Create My Sub Account Help Reset Form mt Figure 17 Create My Sub Account Dialog Box Showing All Optional Fields To create a sub account 1 Select My Account gt Create My Sub Account The Create My Sub Account dialog box appears itapp User Manual v03_12 00 RO1 166 o CHAPTER 7 MY ACCOUNT do Type your password in the Principal Account Password Verification field Type a new Sub Account Username and Sub Account Password Select a Plan Type required The Plan Type drop down lists all plans within the principal account s office that have the For Sub Account and the For Sub Account in My Account Area properties Click Create My Sub Account A Done Form appears See Section 6 2 5 Edit Forms for information about customizing the Done Forms 7 18 Update My Sub Account End users can update sub account information using the Update My Sub Account feature To 1 To update a sub account Select My Account gt Update My Sub Account The Choose My Sub Accounts dialog box appears listing all the sub accounts that the principal account has set up Select the sub account username to edit and click Select This Sub Account The Account Information dialog box appears The fields that appear are dependent on the Office configuration
79. e creating a sub account PrincipalPasswd 64 Required if you are creating a sub account Account Information not including the domain Domain is determined by Office Number see below Emaill 16 The desired username not Yes including the domain Domain is determined by Office Number see below Email2 16 A second desired No username not including the domain Domain is determined by Office Number see below Email3 16 A third desired username No itapp User Manual v03_12_00 RO1 172 e ONLINE REGISTRATION PROCESS do Table 1 Data Fields Accepted by Registration Process Page 5 of 6 Max Attribute Name Length Description Required Yes No PASSWORD 8 Password must consist of No e 5 to 8 characters At least one uppercase alpha character e At least one non alpha character for example a number ServicePlan 16 The itapp plan name Yes PROMO_CODE No PaymentPlan 16 The billing frequency in Yes months Possibilities are Option Meaning 1 Monthly 2 Every second month 3 Quarterly 6 Bi annually 12 Yearly Etc These options may or may not be available depending on the selected ServicePlan User_Billing_Type 1 No OFFICE 11 Yes STATUS No If this variable is posted to the itapp cgi only Suspended or Enabled is allowed PST_EXEMPT 1 No This can be set to On or Off PST_NUMBER 20 This documen
80. e Fields Numbers section of the Import Account dialog box for a list of fields that itapp supports We recommend that you sequence the fields in the same way that they are sequenced in itapp that is First Name Last Name Username etc This makes is easy to view and evaluate the output that is created when you test the import See Click Test Import on page 40 itapp User Manual v03_12 00 RO1 37 e CHAPTER 2 ACCOUNTS do Check to make sure that the data in the import file is complete and correct before you start the import process WARNING A You cannot make global changes to accounts once they have been imported If you import accounts and then discover that the information is incomplete or inaccurate you must e Set the status of each account to Deleted wait until midnight for the accounts to be purged from itapp and then repeat the import process using an accurate data file or e Manually correct the data in each account or add missing data to each account gt To import accounts into itapp 1 Click Accounts gt Import Accounts The Import Accounts dialog box appears Select a Customer Type optional Use the default if your company does not use this type of program Select a Preferred Partner optional Use the default if your company does not record this type of information Select the Office that you want to import the accounts into mandatory This is the office the accounts will b
81. e Kit The Add Kit Numbers dialog box appears Type the Kit Prefix or Kit Suffix This is the alpha portion of the Kit number For example if the kits run from AA0001 to AAO009 AA would be the Prefix Type the Starting Kit Number and Last Kit Number for the kits The numbers must have the same number of digits For example kits 1 9 can be entered as one block and kits 10 99 can be entered as another block but you cannot enter kits 1 100 as one block Click Save Kit Numbers gt To edit kit numbers 1 Type the username of a Retail Store Account in the itapp Menu text box Click Configuration gt Kits gt Edit Kits The Edit Kit Numbers dialog box appears Select the Kit Numbers you want to delete from the list and click Update Kit Numbers itapp User Manual v03_12 00 RO1 142 o CHAPTER 6 CONFIGURATION do 6 8 Misc 6 8 1 Email Notice Use the Email Notice feature to send an email announcement to an individual to all end users under an office or to all offices and end users under a provider If a provider contains other providers those providers will also receive the email as long as they are in the same company gt To send an email notice 1 Click Configuration gt Misc The Email Notice dialog box appears Select To Individual To Office or To Provider If you selected To Individual type the receiver s email address in the field beside To Individual Specify the To field If you are sendin
82. e in the itapp Menu text box 2 Click Accounts gt Edit Account Billing The Billing Information dialog box appears 3 Edit the billing information as necessary following the guidelines in Table 4 NOTE Changing the Promotion Code will not change the plan 4 Click Update Billing Information The Internet Account Change Record Done Form appears displaying a summary of your changes Table 4 Billing Information Dialog Box Fields Page 1 of 4 Field Information Payment Method Select the payment method the end user has chosen Note itapp does not store the type of credit card that is used Instead the credit card number indicates the type The Registration server accepts traditional credit card types but translates these to CC for credit cards Card Number Complete these fields if the end user is Card Expiry Date paying by credit card Name on Card itapp User Manual v03_12_00 RO1 15 e CHAPTER 2 ACCOUNTS do Table 4 Billing Information Dialog Box Fields Page 2 of 4 Field Information Country Bank Account Transit No Routing No Complete these fields if the end user is paying by direct or electronic check Different banking information is required in the Billing Information dialog box depending on whether the account is being set up for a Canadian bank account or a US bank account Canadian Bank Account If you are setting up ECP on a Canadian bank account do the follow
83. e is not used Simple Text Field For a simple text field these operators are available for the condition like not like is_null and is_not_null You use the value text box when the operator is set to like or not like This function is case sensitive The character matches anything e The value A should be used if you want all accounts whose first name begins with A e The value A matches anyone whose first name ends with the letter A e The value A B matches anyone whose first name begins with A and ends with B The like operator with a value that has no specifies an exact match For example the value John matches all accounts with the first name John itapp User Manual v03_12 00 RO1 140 o CHAPTER 6 CONFIGURATION do Number Field A number field can have the following operators GT LT EQ GE LE NE is_not_null and is_ null The value textbox is not used if the operator is specified as is_not_null or is_ null Otherwise you must specify the value field as a number Each of the operators is described below GT Matches if the field value is greater than the value specified in the text box LT Matches if the field value is less than the value specified in the text box EQ Matches if the field value equals the value specified in the text box GE Matches if the field value is greater than or equal to the value specified in the text box LE Matches if the field value is less than
84. e is installed the Content Filtering Registration Key can be used to activate it NOTE Activating the Content Filtering feature may have an impact on the monthly fee associated with a plan To activate content filtering 1 Select My Account gt Activate Content Filtering The Activate Content Filtering dialog box appears 2 Type your password in the Password Verification field Click Activate Content Filtering A Change Record displays your Content Filtering Registration Key and indicates that the Content Filtering Service was activated itapp User Manual v03_12 00 RO1 163 o CHAPTER 7 My ACCOUNT do 7 13 View My Invoices The View My Invoices feature allows end users to view their current in progress invoice as well as previous invoices This feature must be enabled in the Office record before an end user can see it In addition the end user must have Adobe Acrobat Reader installed on their computer To view invoices 1 Select My Account gt View My Invoices The Select Invoice dialog box appears 2 Select the invoice you want to view and click View Invoice The invoice is displayed in PDF format 7 14 View My Statements The View My Statements feature allows end users to view their current in progress statements and previous statements This feature must be enabled in the Office record before an end user can see it In addition the end user must have Adobe Acrobat Reader installed on their comput
85. e itapp Menu text box Type the email address of the person you want to clone permissions from in the Copy From Username field of the Clone Permissions dialog box Click Clone Permissions A Done Form appears showing a list of all the administrative functions the selected individual has access to itapp User Manual v03_12 00 RO1 129 o CHAPTER 6 CONFIGURATION do 6 4 4 Add API User Communications to itapp via the API are controlled through the authorization of an API User If you are going to set up an API User the user must first have a valid account in itapp Each API User is granted access to a provider If an API User needs to have access to more than one provider you will need to create a separate API User for each provider As an added security measure an API User can be restricted to send from a specific IP Address or range of Addresses This ensures that incoming requests from an API User are coming from an authorized source IP Address The format for the IP Address range is lt network_address gt lt subnet bitmask gt For example to allow access from an entire class C of 216 152 192 0 you would enter 216 152 192 0 24 in the Network Address field for an API User To allow access from any IP Address you would enter 0 0 0 0 0 gt To add an API user 1 Click Configuration gt Administrators gt Add API User The Add API User dialog box appears 2 Select the provider that the API User wi
86. e name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank Service Summary This is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 Host Selecting the Host lets you specify the mail server that is assigned to this service If there is more than one service for the same mail host all the services must belong to the same Service Group The following message appears if this condition is not satisfied e The Hostname is defined by another Group Auto Responder The Auto Responder list determines who can modify the Auto Responder for end users to this service The following options are available e Not Available No auto responder allowed Staff Approval Only an administrator can modify the provider s auto responder e Self Approval The end user can edit the auto responder in the My Account area Quota Mb Specifies the maximum size of the mailbox for the service itapp User Manual v03_12 00 RO1 104 o CHAPTER 6 CONFIGURATION do Table 20 Define Email Service Dialog Box Fields Page 2 of 2 Field Information Maximum Emails Sent Per Day Controls the number of messages an end user can send each day after the 5 day probation period has expired Anti Vir
87. e non alpha character for example a number NOTE Spaces are not permitted in passwords itapp User Manual v03_12 00 RO1 3 o CHAPTER 1 INTRODUCTION do Typing dollar amounts When you type dollar amounts in itapp do not include the dollar sign Menu Text Box Before you can access a menu item that is followed by an asterisk you must enter text Start Folder in the itapp Menu text box HB Accounts This text could be a username gt Create Account A domain name gt Edit Personal Info gt Edit Account Billing gt Edit Account Info gt Verify Account gt Alias Manager gt Find User gt Edit MailBox gt Edit UCE Configuration gt Radius Profile Manager gt Edit Radius Restrictions gt Edit Radius Times gt DHCP Manager gt Customer Care gt Import Accounts gt Edit Auto Respond Message 9 Billing 89 Domains 89 Reports Configuration My Account gt LOGOUT Figure 1 itapp Main Menu itapp Menu Text Box 1 6 Terminology The following terms are used in itapp itapp User Manual Provider Refers to organizations like yours whose business includes the delivery of web based services to end users In itapp a provider represents a new top level organization or a new company beneath an existing provider For example if a large company is going to be using itapp for host services and w
88. e signed up under This affects the end users email and website addresses so be sure to select the correct office Click Next Page Complete the Additional Information section of the dialog box following the guidelines in Table 8 on page 38 Table 8 Additional Information Fields Page 1 of 2 Field Information Plan Type Select a Plan Type mandatory This is a list of the plans created for the selected office For information on creating plans see page 115 Invoice Notify This indicates how the end user will Statement Notify receive invoices or statements generated through the billing system If you choose Paper Copy the invoice or statement is sent to the email account of the administrator who generated the invoices in itapp The invoice can then be printed and mailed to the end user itapp User Manual v03_12 00 RO1 38 e CHAPTER 2 ACCOUNTS do Table 8 Additional Information Fields Page 2 of 2 Field Information Billing Frequency Select a frequency This indicates how frequently the end user is billed Billing Day Enter the day of the month on which the end user is to be billed Note Line items on an invoice will reflect this date the invoice date itself will reflect the date that the invoice was generated Start Date The activation date for the account The default is today s date However you can enter a future date e The account is created imme
89. eate Promotion Codes ABC123 and XYZ789 linked to the Affinity Group and Discounted Rate plans respectively When end users view the online registration page they would see only the Regular Plan price and a field for a Promotion Code End users who entered ABC123 would be set up on the Affinity Group Plan and charged 15 95 itapp User Manual v03_12 00 RO1 122 o CHAPTER 6 CONFIGURATION do per month End users who entered XYZ789 would be set up on the Discounted Rate Plan and charged 17 95 per month End users who entered 12345 an invalid Promotion Code would be left on the Regular Plan and charged 19 95 If the office had a Default Promotion Code of 999999 and the Promotion Code Validation was set to Yes then any invalid code would be discarded and the end user would be created with Promotion Code 999999 In this case the select online registration plan would be used To create a promotion 1 Click Configuration gt Offices gt Create Promotion The Choose Office dialog box appears 2 Select the office in which to create the Promotion and click Select This Office The Create Promotion dialog box appears 3 Enter information following the guidelines in Table 28 and click Save Changes Table 28 Create Promotion Dialog Box Fields Field Description Promotion Code Enter a Promotion Code A Promotion Code must be unique within an office The Promotion cannot be the default Promotion Code at the office
90. eature to edit or delete Product Codes that you have added To edit a product code 1 Click Configuration gt Offices gt Edit Product The Choose Office dialog box appears 2 Select an office whose Products you want to edit and click Select This Office The Choose Product dialog box appears itapp User Manual v03_12_00 RO1 114 o CHAPTER 6 CONFIGURATION do 3 Select the Product you want to edit and click Select This Product The Edit Product dialog box appears 4 Make changes as required and click Update Product To delete a product code NOTE Deleting Product Codes could corrupt Sales Distribution Reports and other billing functions that rely on Product Codes such as Plan Billing Use extreme caution when deleting Product Codes 1 Select the Product you want to delete from the Choose Product dialog box and click Select This Product The Edit Product dialog box appears 2 Click Delete 6 2 22 Create Plan Plans can be created once services have been defined for an office When you create a plan you specify all the details included in an end user s plan See Table 27 The details include the default services that are provided the monthly cost optional services and their respective costs setup fee plan properties whether the plan is a principal account or a sub account what the cancellation penalty is etc NOTE After you create a plan you can edit it using the Edit Plan dialog
91. ecurring IteMS 0 ooo ooo 51 INVOICES 2 52 Generate Invoice auaa aaa a a 52 itapp User Manual v03_12_00 R01 i o CONTENTS do View Invoice a a a 54 Print INVOICeS a 55 Reverse INVOICE coca 4767818 aera a ea a ee ee ee eG ida 56 Statements a 58 Generate Statements e 58 View Statement ca a a a a a 59 Pine Statements ca Aaa a a E 60 Payments 63 Apply Payment os AAA tuk ES Be end gol aa a 63 Aoply Credit ose cil E ERE A ae ae em em we E 65 Generate CC Batch aa a ee eee Oe ke 66 Chapter 4 Domains 68 Register DoMa N sasaaa aaa aaa ee 69 Create Network Domain saaa ea a a a a 70 Edit Network Domain 71 Create Network HOSt o 72 Edit Network HOSt o 74 Chapter 5 Reports 75 RECOUNES ix 2 3 A AAA A E E ee a SS OH RE A 76 Domain Reports ee 79 Webservers ReportS 0 0 0 cece ee 80 Billing ReportS ee 80 Summary RepoOrtS a 81 Custom Reports 2 0 0 0 ee 82 Chapter 6 Configuration 83 PROVI OS ota rats cae ee ee rere 84 Create Provide stir ie ter area a dk 84 Edit Provider a a 85 Edit Provider Email Filter LiSt 85 AI A ko ee ca ee 88 Create OPCS cee e a atalaalalata il toate 88 Edit Office aaua a a a a 92 Edit Letters ici ea a A aA ae e eee a
92. een deleted for this host Deleting the reverse entry may cause a service interruption For further information refer to the User Manual itapp User Manual v03_12_00 RO1 74 Chapter 5 REPORTS The Reports functions in itapp enable you to gather a large number of specific types of information in pre defined and custom configured reports The following report types are discussed in this chapter Accounts page 76 Domains page 79 Webservers page 80 Billing page 80 Summary page 81 Custom Reports page 82 vvvvvvyv itapp User Manual v03_12_00 RO1 75 o CHAPTER 5 REPORTS do 5 1 Accounts This section describes each of the reports in the Accounts section In most cases the process of generating these reports is very straightforward and you do not require detailed procedures NOTE Online Help is available for each report Account Statistics Provides statistical information dialup usage services selected active accounts based on Account Provider Office IP and Network Access Server The usage information for end users is based on Radius Account stop records This means two things a session in progress will not be reported here and if the stop record is not received the session will not be recorded New Accounts Lists new accounts added for the chosen provider for the selected date range Output can be restricted to Account Status Enabled Suspended Cancelled or Deleted NOT
93. efault is today Change the date if necessary Card Number If the end user has a credit card number on file the Card Number Card Expiry Date and Name on Card fields will be pre populated Card Expiry Date Type the credit card expiry date if this field is not pre populated Name on Card Type the name on the face of the card if this field is not pre populated Account If the end user has banking information on file the Account Transit and Routing No fields will be pre populated Transit No The bank transit number for the bank account number Routing No The bank routing number for the account and transit number 3 5 3 Generate CC Batch For credit card or ECP end users the Generate CC Batch feature automatically sends payment transactions through a transaction server which then sends it directly to your merchant account for services rendered You can report all transactions in the Credit Card Batch Summary email or only declined transactions If you choose All transactions the Summary email shows accepted transactions first followed by declined transactions itapp User Manual v03_12 00 RO1 66 o CHAPTER 3 BILLING do To generate a cc batch 1 Click Billing gt Payments gt Generate CC Batch The Generate Credit Card Batch dialog box appears 2 Enter information following the guidelines in Table 16 3 Click View Batch to review the batch or click Process Batch to process the b
94. efined and if you want this end user to receive it The letter is defined in Edit Letters See page 93 Reference Ticket e Select New Ticket if this is a new ticket e Select the existing ticket number if this is a continuation of an open ticket Reference tickets are considered open until information is entered in the Resolution field Note You can use a Reference Ticket number to access an end user s record To do this type a tilde followed by the ticket number in the itapp Menu text box For example type 25497 Problem Enter a short description of the problem Assigned To Identify the person that the problem was assigned to This information is used when Customer Care reports are being generated It is also used to track the amount of service provided by each support representative optional See page 78 for information about Customer Care Reports Comment Enter details about the problem Resolution If the problem is resolved enter information about the resolution Reference tickets are considered open until information is entered in this field Finished Call Click this button to save the information you have entered itapp tracks the time spent with the end user up to the time you click this button itapp User Manual v03_12_00 RO1 36 e CHAPTER 2 ACCOUNTS do The Import Accounts feature is useful if you want to import a large number of accounts int
95. egistration server into one of two states e Straight registration Credit Not Required or e Credit card required Credit Required In the latter state registration will not be completed until a credit card charge has been applied This means that transaction processing must be configured for the provider that the office is a member of itapp User Manual v03_12 00 RO1 168 e ONLINE REGISTRATION PROCESS do A 1 2 Posting Information The registration page can be hosted anywhere on the Internet It will post to https www itapp net itapp cgi re NOTE The CGI method employed to pass the data to the itapp cgi must be POST A customized response form can be configured in itapp under Configuration gt Offices gt Edit Forms gt Registration in itapp A 1 3 Form Fields Table 1 lists the data fields which are accepted by the registration process In most cases fields are specified as Required or Not Required However certain fields are only required under certain circumstances Most notably when credit card processing is set up for the Registration server many of the credit card fields are then required NOTE The attribute names are case sensitive Table 1 Data Fields Accepted by Registration Process Page 1 of 6 Max Attribute Name Length Description Required Yes No Personal Information FirstName 20 The first name associated Yes with the generated account Las
96. epending on the Report Area you choose Click Select This Provider The Define Custom Report dialog box appears Enter a Report Name The name must be unique to all the custom reports within a provider Enter a Description that indicates the purpose of the report Select the Permissions to Run This Custom Report Go to Section 6 5 3 6 5 3 Selecting Fields The Select Report Fields section of the Define Custom Report dialog box lists fields that are available for reporting To select and aggregate report fields 1 4 Select the fields that you want to include in the report You can select multiple fields at the same time Click the Add button The selected fields appear in the box on the right hand side of the dialog box If you want to remove a field from this box highlight it and then click Remove If you wish select an aggregation method highlight the field that you want to apply the aggregation to and then click Add Example To count the number of distinct first names in the office a Select First Name on the left hand side of the dialog box b Select Count from the aggregation list and then click Add The report now counts the number of first names which would be the same as the number of end users in the office or provider To count distinct first names you need to specify a Group By field Go to Section 6 5 4 itapp User Manual v03_12 00 RO1 136 o CHAPTER 6 CONFIGURATION do 6 5 4
97. er To view statements 1 Select My Account gt View My Statements The Select Statement dialog box appears 2 Select the statement you want to view and click View Statement The statement is displayed in PDF format 7 15 View My Statistics End users can view account statistics by using the View My Statistics feature NOTE To use this feature the end user needs to be subscribed to at least one Radius service To view my account statistics 1 Click My Account gt View My Statistics The View My Statistics dialog box appears itapp User Manual v03_12 00 RO1 164 o CHAPTER 7 My ACCOUNT do 2 Select a month from the Report Month drop down list The current month and the three previous months appear in the list 3 Click View My Statistics The View My Statistics screen displays the following fields Service Date login dates Logins number of logins on a given date Hours Used Bytes Sent Bytes Received NOTE For a session that continues past midnight the statistics are displayed under the date that the session started 7 16 Edit Display Preferences The Edit Display Preferences feature allows end users to change the default color display settings of their My Account interface To edit display preferences 1 Select My Account gt Edit Display Preferences The Edit Display Preferences dialog box appears 2 Make the changes you want and click Save Preferences NOTE
98. er a future date e The account is created immediately if you enter today s date e The account is created shortly after midnight PST on the start date if you enter a future date Billed up to The date the account s plan billing is billed up to The date is updated automatically each time billing is run for this end user advanced by the period specified in the Billing Frequency field This field is for information only and cannot be modified One Time Plan Setup Fee Flag The default is Not Yet Applied e Ifthe plan has a setup fee and if you leave the default the setup fee is charged to the end user during the next bill run and this flag is automatically changed to Applied e Ifthe plan has a setup fee and you do not want to charge it select Not Available Overtime Billed up to The date the account s usage is billed up to Leave the field empty The field is updated automatically each time usage billing is run for this end user This field is for information only and cannot be modified Expiry Date Leave the field blank if the account is ongoing If you enter a date the account will be disabled at midnight PST on that date PST State tax exempt GST Federal tax exempt Indicate whether the end user is tax exempt You are responsible for recording the details to support the exemption itapp User Manual v03_12_00 RO1 18 e CHAPTER 2 ACCOUNTS do
99. ers Use the Clone Letters features to copy individual letters or All Letters from one office to another gt To clone a letter 1 Click Configuration gt Offices gt Clone Letters The Choose Offices dialog box appears 2 Select the office you want to copy a letter from select the office you want to copy the letter to and then click Select These Offices The Choose Occasion dialog box appears 3 Select a letter or All Letters select the language for the letter and then click Select This Occasion One of the following messages appears e Letter Name Clone Successful e Letter Name Already Exists e No letters defined in this office Appears if you choose an occasion that is not defined in the source office 6 2 5 Edit Forms The Forms feature allows you to create web pages that end users see on various occasions Forms are defined for each office Types of forms include account creation confirmation edit personal info etc Forms are typically displayed as the result of something being changed within itapp gt To edit a form 1 Click Configuration gt Offices gt Edit Forms The Choose Office dialog box appears 2 Select an office and click Select This Office The Choose Form dialog box appears In this dialog box you choose the type of form you want as well as the language it will be written in Occasions include e Create Account e Create Administrator e Create Domain e Create Host e Create
100. es dialog box 2 Enter an email address that you want mail forwarded to The CC To field can hold up to 256 characters so you can enter multiple email addresses separated by commas or semi colons The address must use the format userid domain com e The domain does not have to be entered in itapp before you add the Forward To address NOTE Check that you have entered the address correctly itapp does not check the validity of the Forward To address 3 Click Update Aliases The results screen appears displaying the forwarding address or addresses you entered itapp User Manual v03_12 00 RO1 23 e CHAPTER 2 ACCOUNTS do 2 7 Find User The Find User feature is useful if you have partial information about an end user and want to find the correct account name To 1 To To itapp User Manual find an end user Click Accounts gt Find User The Find Users dialog box appears Enter as much information as you have and select an appropriate search type for each field Contains Starts With Ends With Exact Match or Sounds Like Make your search criteria as specific as possible Click Find User The Find User screen appears showing all accounts that match your search criteria User 1d Real Name Office and Account Status information is provided find an end user based on a MAC Address Click Account gt Find User The Find Users dialog box appears Enter a MAC Address in the MAC Addres
101. ess 2 City Province State Country Postal ZIP Code Home Phone Principal Account Referral From Created For Created Via Account Personal Updated by The last person who updated the personal information in the account Account Personal Updated Time The last time the personal information in the account was updated 6 5 1 3 The User Billing Entity The User Billing Entity consists of the fields that are available in the Billing Information dialog box Accounts gt Edit Account Billing The fields are as follows Payment Method Card Number Card Expiry Date Name On Card Bank Account No Transit No Routing Number Billing Frequency Start Date The start date of the account Expiry Date The expiry date of the account Billed up to The end of the current billing cycle for the account Overtime Billed up to The end of the overtime billing cycle Promotion Code One Time Plan Setup Fee Flag Account Billing Updated by Account Billing Updated Time itapp User Manual v03_12 00 RO1 133 o CHAPTER 6 CONFIGURATION do 6 5 1 4 The Plans Entity The Plans Entity consists of Plan Description description of the plan that is subscribed to 6 5 1 5 The Invoice Detail Entity An invoice detail is a line item appearing on the invoice Invoice Details Amount Invoice Details Rate Invoice Details Description Invoice Details Date Invoice Details Invoice Number Invoice Details Updated by The person who c
102. etail Kit Program and if the end user has purchased a Kit See page 142 for more information about Kits itapp User Manual v03_12 00 RO1 9 e CHAPTER 2 ACCOUNTS do Table 2 Billing Information Dialog Box Fields Page 2 of 3 Field Information Software Select a method for software delivery if your company requires this information Plan Type Select a Plan Type mandatory This is a list of the plans created for the selected office For information on setting up plans see page 115 Promotion Code Enter a Promotion Code to indicate whether a Code was used or could have been used when this account was set up For more information about Promotion Codes see page 122 Note The Promotion Code does not affect the plan Discount Type Select a Discount Type from the drop down list The Discount Types on the list reflect the valid Discount Types for the selected plan Invoice Notify Statement Notify Indicates how the end user will receive invoices or statements generated through the billing system If you choose Paper Copy the invoice or statement is sent to the email account of the administrator who generated the invoices The invoice can then be printed and mailed to the end user Billing Frequency Select a frequency This indicates how frequently the end user is billed Billing Day Enter the day of the month on which the end user is to be billed Note Line items
103. ettings as they are Name Server 1 and Name Server 2 If the domain is not hosted by IP Applications modify the Name Server 1 and Name Server 2 fields as appropriate Use the full domain name of the Name Server not the IP address e Domain IP 1 If this domain has an IP address associated with it enter this address in the Domain IP 1 field If Official Name is set to Yes a reverse DNS entry will be created automatically If the domain IP is located on an external server leave the Official Name set to No You will need to manually create the reverse DNS entry on the appropriate DNS server e Mail Exchange Add the Mail Exchange records for the domain if necessary 3 Click Create Domain itapp User Manual v03_12 00 RO1 70 e CHAPTER 4 DOMAINS do 4 3 Edit Network Domain Use the Edit Network Domain feature to edit or delete a network domain To edit a network domain 1 Type the domain you want to edit in the itapp Menu text box 2 Click Domain gt Edit Network Domain The Edit Network Domain dialog box appears 3 Modify the fields as necessary 4 Click Save Changes gt To remove a network domain from itapp e Click Delete Domain NOTE You cannot delete a domain if it is used in an Office configuration itapp User Manual v03_12 00 RO1 71 e CHAPTER 4 DOMAINS do 4 4 Create Network Host Once you have registered a new domain name and set it up in itapp using the Create Network Domain feature
104. fice that will manage this network host itapp User Manual v03_12_00 RO1 147 CHAPTER 6 CONFIGURATION de Table 29 Create Network Access Server Dialog Box Fields Page 3 of 3 Field Description Domains Enabled for this NAS If you want to restrict which domains have access to this NAS enter the domains one per line in this text box the NAS is open to any domain put an asterisk in this box If Called Station Mapping for this NAS Leave blank 6 11 2 Edit Network Access Server Use the Edit Network Access Server Feature to make changes to the NAS settings or remove a network access server from the system To edit NAS configuration settings 1 Click Configuration gt Access Servers gt Edit Network Access Server The Choose Network Access Server dialog box appears 2 Select the NAS you want to make changes to and click Select This Network Access Server The Edit Network Access Server dialog box appears 3 Make the required changes and click Save NAS To remove a NAS from the system e Click Delete NAS itapp User Manual v03_12_00 RO1 148 o CHAPTER 6 CONFIGURATION do 6 12 SPAM 6 12 1 Add Spam Info The Add Spam Info feature prevents mail coming from a particular user domain or IP address from being accepted by the mail server You can potentially block mail from an entire country so take care about the filters you add To c
105. filter list 1 Type your username using the format username domain com in the itapp Menu text box Click My Account gt Delete From My Email Filter List The Delete From My Email Filter List dialog box appears NOTE End users do not see Email Filter List entries that have been created at the provider level Type your password in the Password Verification field Select the entries that you want to delete and click Delete Selected Values itapp User Manual v03_12 00 RO1 162 o CHAPTER 7 MY ACCOUNT do 7 11 Change Password The Change Password feature allows end users to change their password easily and quickly NOTE The password must be 5 to 8 characters long and must have At least one uppercase alpha character e At least one non alpha character for example a number Note Do not use spaces in a password To change a password 1 Select My Account gt Change Password The Change Password dialog box appears 2 Type your current password in the Password Verification field 3 Type your new password in the New Password field and then retype it in the Retype New Password field 4 Click OK 7 12 Activate Content Filtering This feature allows you to identify your Content Filtering Registration Key and activate your Content Filtering Service Before the Content Filtering service can be activated you need to have the Content Filtering software installed on your computer Once this softwar
106. g the email to an individual enter their email address If you are sending the email to an office or a provider enter an address that uses a valid email address format and the name of the organization for example staff myisp com or everyone myisp com Select a From address from the list provided The list is based on the username of the administrator logged into itapp when the dialog box is accessed and all aliases associated with this account This ensures that customers have a valid email address to respond to if they want to reply to the notice Type a Subject and a Message At this point you can e Click Test Email to see what the receivers will see when the email is sent e Click Show List to show the email addresses that will receive the email e Click Send Email to send the email itapp User Manual v03_12 00 RO1 143 o CHAPTER 6 CONFIGURATION do 6 9 DHCP 6 9 1 Add DHCP Group DHCP Dynamic Host Configuration Protocol groups can be created for each office To create a DHCP group 1 Click Configuration gt DHCP gt Add DHCP Group The Create DHCP Group dialog box appears Select the office that you want to create the DHCP group for Type the Name of the group Enter the IP addresses Netmask and required information for the DHCP group Specify the first and last IP address for up to two address pools Make a selection from the Allow drop down list to allow All Clients Known Clients or
107. ge you want to delete You can select more than one message Or e Click Select All at the bottom of the list if you want to delete all the messages 4 Click Delete Selected Messages Messages are deleted immediately the end user can check their mail as soon as you have finished itapp User Manual v03_12 00 RO1 25 e CHAPTER 2 ACCOUNTS do 2 9 Edit UCE Configuration UCE is an abbreviation for Unsolicited Commercial Email The settings you make using the Edit UCE Configuration feature allow you to configure SPAM filters for an individual end user The end user can change these settings in the My Accounts section of itapp See Section 7 6 Edit Anti Spam Configuration on page 157 NOTE For information about making global changes to SPAM configuration settings at the office level see procedures for editing Email Services in Section 6 2 19 Edit Services on page 112 To configure SPAM filters for an individual end user 1 Type a username in the itapp Menu text box 2 Click Accounts gt Edit UCE Configuration The Edit UCE Configuration dialog box appears 3 Modify the SPAM Test options as required See Table 6 for information about available SPAM tests NOTE Only Spam Tests that are set up as Default On or Default Off in the Office configuration can be modified on an individual end user basis Tests that are defined as Required or Unused in the Email Service dialog box Configuration gt Offices
108. he Password Verification field 3 If there is an existing Auto Responder message if the fields have information in them delete the information La Specify the Start Date and the Expiry Date for the message al Type the Subject and the Body of the message that you want to send as a reply when you receive email during the specified period 6 Click Save Auto Responder To delete an auto responder message 1 Select My Account gt Setup Auto Responder The Auto Responder dialog box appears 2 Type your password in the Password Verification field 3 Delete the Start Date Expiry Date Subject and Body 4 Click Save Auto Responder itapp User Manual v03_12 00 RO1 160 o CHAPTER 7 MY ACCOUNT do 7 8 Add To My Email Filter List End users can add entries to their personal Email Filter Lists via the My Account folder gt To add to or edit a personal email filter list 1 Type your username using the format username domain com in the itapp Menu text box 2 Click My Account gt Add To My Email Filter List The Add To My Email Filter List dialog box appears NOTE End users do not see Email Filter List entries that have been created at the provider level 3 Type your password in the Password Verification field 4 Type a name in the Value 1 field and then select Black List or White List NOTE For a definition of White List and Black List see page 86 NOTE You can add a name for a Value fie
109. he payment to the account No transaction is sent to an external transaction processor Or e Process Payment This sends the transaction to an external transaction processor for payment If you submit the transaction to an external processor a message appears and indicates whether the payment has been received successfully or whether the transaction failed An error message appears with any failed transaction NOTE When you click Save Payment or Process Payment all the command buttons on the dialog box disappear until the transaction has been processed This prevents you from unintentionally completing the same transaction two or more times itapp User Manual v03_12 00 RO1 63 o CHAPTER 3 BILLING do Table 14 Apply Payment Dialog Box Field Names Field Description Username The username you are adding this payment to for example enduser ipapp com Balance on Last Statement The total amount left on any previous statement generated for this end user Current Balance The total amount of all the current invoices generated for this end user Payment Amount Type the dollar amount of the payment that you are processing or saving Do not type a sign Note To ensure accuracy you can drag and drop the Payment Amount from the Current Balance field Payment Date The default is today Change the date if necessary Payment Method The default is based on the payment
110. hin our networks Almost all of these IPs are already spamming or preparing spamruns Bounced Messages Ensures that the message contains a mail from address This may be absent in delivery notification messages such as those generated by a postmaster Not RFC compliant Anti Mail Harvesting The email system tracks all attempted deliveries In cases where the ratio of unknown recipients to known recipients exceeds 20 on a Statistically large enough sample the email system will optionally bounce messages from this IP address This prevents IP addresses from detecting that this account exists Sender Permitted Framework Checks TXT DNS record to determine what IP addresses are valid for the originating email domain itapp User Manual v03_12_00 RO1 159 o CHAPTER 7 MY ACCOUNT do 7 7 Setup Auto Responder The Setup Auto Responder feature allows end users to create a message that will be sent out automatically any time they receive an email It is often used to create a holiday notification This feature must be enabled in the Account record before end users can see it The feature is enabled when you select a self respond type of email service on the Account Information dialog box for example O max 250Mb Anti V MAIL self respona To set up an auto responder message 1 Select My Account gt Setup Auto Responder The Auto Responder dialog box appears 2 Type your password in t
111. ice at a time However you can scroll to the bottom of the list and select All Offices 6 Click Save Permissions A Done Form appears showing a list of all the administrative functions the new administrator has access to NOTE If you need to add more than one office for a new Administrator but do not want to grant them All Offices repeat steps 2 to 6 for each office itapp User Manual v03_12 00 RO1 128 o CHAPTER 6 CONFIGURATION do 6 4 2 Edit Permissions Use the Edit Permissions feature to remove one or more administrative privileges from an Administrative user NOTE If you remove all administrative privileges the account still exists in itapp To remove administrative privileges 1 Type the email address user 1D of the account you want to edit in the itapp Menu text box Click Configuration gt Administrator gt Edit Permissions The Edit Permissions dialog box appears Select each administrative action that you want to delete or click Select All if you want to delete all permissions Click Update Permissions 6 4 3 Clone Permissions Use the Clone Permissions feature to copy the administrative permissions that belong to one user and assign them to another user To clone permissions 1 Click Configuration gt Administrator gt Clone Permissions The Clone Permissions dialog box appears Type the email address user 1D of the person you want to assign permissions to in th
112. in a Service Group is not used For example consider a Plan that comes with Content Filtering and costs 34 45 If Content Filtering were removed the cost would be 2 00 less You can remove Content Filtering and its associated cost by e Creating a Misc Service in the Content Filtering Service Service Group e Assigning a negative billing component to this Misc Service when you create the Plan Creating a Plan is described in Section 6 2 22 To define a miscellaneous service 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and Misc Service and then click Select Office The Misc Service dialog box appears NOTE If none of the Service Groups in the office has a service attached or no Service Group is defined in the office the following message appears instead of the Misc Service dialog box No Service Group available to create Misc Service 3 Enter information following the guidelines in Table 25 on page 112 4 Click Save Service If the Misc Service was defined successfully an Action Completed message appears itapp User Manual v03_12_00 RO1 111 o CHAPTER 6 CONFIGURATION do Table 25 Misc Service Dialog Box Fields Field Information Service Name e Service Name mandatory The name must be unique across all services within the same office The name cannot be the character If the Service Name doe
113. iness Rules A Recommendation itapp enables you to manage your business functions effectively however it does not define these functions The more clearly you have defined your business rules the more effective itapp will be in helping you achieve your business objectives 1 4 Requirements for Running itapp To run itapp you require An itapp account with some level of administrative access e Access to a web browser Microsoft Internet Explorer or Netscape directed to https www itapp net NOTE For best viewing use the following browser versions e Internet Explorer 5 0 or higher e Netscape 4 7 or higher Connection to the Internet e SSL required for accessing certain billing features 1 5 itapp Conventions The Main Menu appears after you log in to itapp See Figure 1 on page 4 You access all menu folders and items from this menu Menu folders A folder preceded by a sign contains additional items Opening and closing folders Click or Activating menu functions Click on a menu item to activate it Accessing menu items followed by Before you can access an item that is followed by an asterisk you must enter a username web server name domain name or host name in the itapp Menu text box See Figure 1 Entering passwords Anytime you enter a password in itapp it must be of 5 to 8 characters long and must include At least one uppercase alpha character At least on
114. ing 1 Select CA 2 Enter the name of the bank 3 Enter the account number 4 Enter the 5 digit transit number 5 Enter the 3 digit routing number USA Bank Account If you are setting up ECP on a US bank account do the following 1 Select US 2 Enter the name of the bank 3 Enter the account number 4 Leave the Transit No field blank 5 Enter the 9 digit routing number PO Number Enter the Purchase Order Number if the information is relevant or provided Credit Limit Enter the maximum credit allowed for this end user This credit limit works in conjunction with the Credit Limit Report and allows for the suspension of all accounts that have exceeded their pre determined limit See page 81 for information about the Credit Limit Report Kit Number Add a Kit Number if your company uses the Retail Kit Program and if the end user has purchased a Kit See page 142 for information about Kits Software Select a method for software delivery if your company requires this information itapp User Manual v03_12_00 RO1 16 e CHAPTER 2 ACCOUNTS do Table 4 Billing Information Dialog Box Fields Page 3 of 4 Field Information Plan Type Select a Plan Type mandatory This isa list of the plans created for the selected office For information on setting up plans see page 115 Changing plans may change the services the end user receives as well as the charges
115. inistrator 8 Click Register Domain NOTE When you click Register Domain all the command buttons on the dialog box disappear until the action has been processed This prevents you from unintentionally attempting to register the same domain name two or more times itapp User Manual v03_12 00 RO1 69 e CHAPTER 4 DOMAINS do 4 2 Create Network Domain A Network Domain is a new domain name that needs to be set up on the system for use by a client for a website or email addresses The domain name itself company com organization net business bc ca for example is referred to as a network domain The web or email server associated with the network domain www company com mail organization net for example is a Network Host If your new domain submission was registered through itapp the system automatically creates the Network Domain If the domain was registered directly with another registrar you need to create the network domain in itapp once the application is complete To create a network domain 1 Click Domains gt Create Network Domain The Create Network Domain dialog box appears 2 Complete the fields taking note of the following Domain Name Type the new domain name in this field Do not type a host designation www mail news Use lowercase letters only e Provider Select the provider that will manage the new domain e Modify the other fields as necessary For most domains leave the default s
116. int Statements The Print Statement dialog box appears 2 Add information to the dialog box following the guidelines in Table 13 NOTE When you complete the dialog box select only one of the following e Username e Office e Provider 3 Click Print Statement e itapp emails statements to end users if you selected that option The filename of the email attachment is statement pdf e itapp emails a summary of all the statements generated to the administrator currently logged in itapp User Manual v03_12 00 RO1 60 o CHAPTER 3 BILLING do Table 13 Print Statement Dialog Box Fields Field Description Username Do one of the following Office e Type a single username including Provider domain name and then select For Individual Or e Choose an office from the drop down list and then select For Office Or e Choose a provider from the drop down list and then select For Provider Print All Statements Between Select the Start Date and Stop Date for the statements you want to print With Detailed I nformation Select Yes to print a detailed statement The detailed statement includes invoice items for each invoice listed A basic statement is shown in Figure 3 and a detailed statement is shown in Figure 4 With Aging Information Select Yes to calculate how much the person owed in the past Send Statement to Subscriber Select Yes if you want the statement
117. is selected in the Invoice Notify field of the Billing Information dialog box See page 9 Choose the notification method that best meets the end user s needs Most email clients do not receive plain text invoices cleanly because each mail client handles fonts spacing etc differently We recommend that PDF be used whenever possible since this produces a more professional looking invoice If you choose a PDF attachment make sure that the end user has Adobe Acrobat Reader installed on their computer To generate an invoice 1 Select Billing gt Invoices gt Generate Invoice The Generate Invoice dialog box appears 2 Add information to the dialog box following the guidelines in Table 10 NOTE When you complete the dialog box complete only one of the following e Username e Office e Provider 3 Click Test Only This creates a PDF file of all the invoices that will be generated 4 Review the invoices to ensure that they are correct itapp User Manual v03_12 00 RO1 52 o CHAPTER 3 BILLING do 5 Click Back on your browser and then click Generate Invoices e A Generate Invoices Started message appears and indicates that the process has begun All invoice numbers are generated automatically e itapp emails a summary of the invoices to the administrator currently logged in Table 10 Generate Invoice Dialog Box Fields Page 1 of 2 Field Description Username Do one of the followi
118. it or delete network host information NOTE itapp checks to see whether any services are configured to use a host before deleting it If the Official Name was set to Yes when the host was created that is a reverse in addr arpa record was created and the host is now deleted the reverse record is not deleted as well To remove the in addr arpa record you need to enter it as a host directly and then delete the record NOTE Provisioning is based on the existence of a reverse in addr arpa entry Therefore deleting a reverse record may cause a service outage Consider this example The host name of www ipapp com has an IP address of 1 2 3 4 and the Official Name is set to Yes Once www ipapp com has been deleted the reverse record must also be deleted The reverse is 4 3 2 1 in addr arpa You can enter this host directly 4 3 2 1 in addr arpa and then delete it NOTE If you need to create glue records see Section 4 4 Create Network Host gt To edit network host information 1 Typethe host name you want to edit in the itapp Menu text box 2 Click Domain gt Edit Network Host The Edit Network Host dialog box appears 3 Modify the fields as necessary 4 Click Update Host To remove a network host from itapp e Click Delete Host When you successfully delete a Network Host that has a reverse entry the following message is displayed Please note the reverse in addr arpa entry has not b
119. ld in any of the following three ways e Type only a username if you want to allow or block email from that name regardless of its domain e Type only a domain name using the format domain com if you want to allow or block all email from that domain regardless of who the individual sender is e Type a name and domain name using the format username domain com if you want to create an exact match An exact match will allow or block email from the specified sender at the specified domain NOTE You can use the following characters when you add values to an email filter list O e alphanumeric characters e dot e dash e _ underscore 5 As necessary type additional names in the remaining fields 6 Click Save Changes itapp User Manual v03_12_00 R01 161 o CHAPTER 7 MY ACCOUNT do 7 9 View My Email Filter List End users can view their personal Email Filter Lists via the My Account folder To view a personal email filter list 1 Type your username using the format username domain com in the itapp Menu text box Click My Account gt View My Email Filter List The View My Email Filter List dialog box appears NOTE End users do not see Email Filter List entries that have been created at the provider level 7 10 Delete From My Email Filter List End users can delete entries from their personal Email Filter Lists via the My Account folder To delete from a personal email
120. lds Accepted by Registration Process Page 3 of 6 credit card expires on Specifically Option Meaning 99 1999 00 2000 01 2001 02 2002 03 2003 04 2004 05 2005 Etc Max Attribute Name Length Description Required Yes No PAYTYPE 6 The method of payment Yes used on the account Can be CC ECP etc The pay method must be supported by the provider BANK 20 Required if Paytype is ECP BANK_ACCOUNT 20 Required if Paytype is ECP TRANSIT_NO 15 Required if Paytype is ECP ROUTING_NO 10 Required if Paytype is ECP CardNumber 20 The credit card number or Required if Paytype is CC account number VISA AMEX MC CardHolder 40 The credit card number Required if Paytype is CC holder name VISA AMEX MC ExpYear 2 The numeric year that the Required if Paytype is CC VISA AMEX MC itapp User Manual v03_12_00 RO1 171 e ONLINE REGISTRATION PROCESS do Table 1 Data Fields Accepted by Registration Process Page 4 of 6 Attribute Name pan Description Required Yes No ExpMonth 2 The numeric month thatthe Required if Paytype is CC credit card expires on VISA AMEX MC Specifically Option Meaning 01 January 02 February 03 March 04 April 05 May 06 June 07 July 08 August 09 September 10 October 11 November 12 December Principal 64 Required if you ar
121. lds you selected Once you have edited the fields you click Save this report generator to save the custom report Figure 11 on page 139 is an example of how to use the Edit conditional fields dialog box The fields are discussed in the paragraphs that follow itapp User Manual v03_12 00 RO1 138 o CHAPTER 6 CONFIGURATION do Edit conditional fields Statement Balance er H TJ 7 Jano Account Status Enabled y Jano Account Updated time 01 7 current month i ano f z 01 x current month ZI Jano First Name OoOO E ano Statement Date y 01 7 current month xI ano z 01 current Month z A k Save Ai report generator Help Reset Foon A oo 0 6 Figure 11 Edit Conditional Fields Dialog Box Layout of Edit Conditional Fields Dialog Box And OR operators Fields where you can enter brackets to define operator precedence and build logical queries The conditional fields you selected previously Operator select boxes Available values Account Status Field Only one operator is available for Account Status EQ EQ stands for equals The available values are Enabled Suspended Cancelled and Deleted Account Updated Time and Statement Date Fields For a date time field in this case the Account Update time and Statement Date fields you can specify a day range in the condition This day range is always relative to the curre
122. lity of specific variables varies according to the occasion defined for the letter e ACCOUNT external account number ADDRESS end user s address e ADDRESS2 end user s address line 2 ANSWER answer to ID verification question BROWSER end user s preferred browser e CEXDATE credit card expiry e CITY end user s city e COUNTRY end user s country CNUMBER credit card number e CREATED_BY account created by lt userl D gt EDATE account expiry date e EMAIL email address itapp User Manual v03_12 00 RO1 94 o CHAPTER 6 CONFIGURATION do FIRST_NAME end user s first name ISP_PROVIDER ISP the administrator has rights for LANGUAGE account language preference LAST_NAME end user s last name OFFICE_ADDRESS OFFICE_CITY OFFICE _ COUNTRY OFFICE_ COMPANY OFFICE_DIALIN OFFICE_FAX OFFICE_NAME OFFICE_NEWSSERVER the news server OFFICE_PHONE OFFICE _POSTAL_CODE OFFICE_PROVINCE OFFICE_STREET OFFICE_SUPPORTPHONE OFFICE _SUPPORTEMAIL OS end user s operating system PASSWORD password for account PCODE postal code zip PLAN end user s plan type PROV province state PRINCIPAL principal account if defined for this end user SDATE account start date STATUS account status TODAY today s date URL personal web page USERNAME login name for account 7 Click Save Letter itapp User Manual v03_12 00 RO1 95 o CHAPTER 6 CONFIGURATION do 6 2 4 Clone Lett
123. ll have access to 3 Enter the itapp Username of the API User This must be a valid account in itapp and must be in the form of username domain 4 Enter the Network Address of the IP Address that the API User will send requests from 5 Click Save Changes 6 4 5 Edit API User gt To edit an API user 1 Type the full username of the API user in the itapp Menu text box 2 Click Configuration gt Administrators gt Edit API User The Edit API User dialog box appears 3 Change the provider and or Network Address information as required and then click Save Changes itapp User Manual v03_12_00 R01 130 o CHAPTER 6 CONFIGURATION do 6 46 Delete API User To delete an API user 1 Click Configuration gt Administrators gt Delete API User The Delete API User dialog box appears 2 Select the checkbox to the left of each API Username that you want to delete 3 Click Delete Selected API Users The itapp accounts are unaffected only access to the API is removed itapp User Manual v03_12 00 RO1 131 o CHAPTER 6 CONFIGURATION do 6 5 Define Custom Report Use the Custom Report feature to define custom reports by selecting and grouping the fields you want to appear NOTE You cannot use the Custom Reports feature to e Modify existing reports e Produce complex reports that have multiple possible links This section begins by describing Custom Report Entities see Section 6 5 1 and then explains
124. lling Info ballintipapp com Password Verification Bank fr Account OO Transit No Routing No Update My Billing Info Help Reset Form Figure 15 Update My Billing Info Electronic Check Payer 2 Type the name of the Bank 3 Type the Account number 4 Type the Transit No and the Routing No e If the check is being drawn on a bank branch located in the United States leave the Transit No field blank and type the 9 digit Routing No e If the check is being drawn on a bank branch located in Canada type the 5 digit Transit No and the 3 digit Routing No 5 Click Update My Billing I nfo to save the changes itapp User Manual v03_12 00 RO1 156 o CHAPTER 7 MY ACCOUNT do 7 5 Update My Email Info The Update My Email Info feature allows end users to update their email aliases or add new aliases To update email aliases 1 Select My Account gt Update My Email Info The Update My Email Info dialog box appears Type your password in the Password Verification field Add or update alias information as required The domain is hard coded on the screen so enter the username portion only You can only add aliases for the domain that your email address uses Click Update My Email I nfo to save the changes The Saved Aliases screen appears Each accepted alias has the word OK beside it If an alias already exists the word DUPLICATE appears 7 6 Edit Anti Spam Configuration End users c
125. modify this sequence to suit your specific business practices 1 2 3 4 Generate Billable Details See page 47 Add Billing Items for any extra charges See page 45 Generate Invoices See page 52 Apply Payments and or Generate CC Batch See page 63 and page 66 Generate Statements See page 58 itapp User Manual v03_12_00 RO1 44 o CHAPTER 3 BILLING do 3 2 Billable Items 3 2 1 Add Billable Item A Billable Item is a charge that is added to a single account in addition to or instead of the regular plan billing item and that must have a product assigned to it Individual billable items are generally used for e One time charges for setup fees or services like web page development e Ongoing charges that are not part of the plan billing for services like web hosting e Non Internet related charges for services like consulting or computer equipment Billable items can also be used to apply credits in dollar value only to an account Billable items are generated automatically NOTE Recurring billable items or one time billable items that are not billed immediately are charged automatically each time they come up for renewal They appear automatically in the list of billable details for an account and do not need to be generated manually NOTE If you need to make a correction to a billable item you do so by adding a corrective billable item rather than by deleting the billable item
126. n the IF_variablename and ENDIF will be displayed Conditional variables include IF_ADDRESS IF_ADDRESS2 IF_CITY IF_EDATE IF_OFFICE_ADDRESS NOTE Treat each form as an independent page If you want to associate the form with external web pages such as your corporate page use full URL links to refer to those pages Image files should be located in your own web directory and linked to the web page by URL for example www mydomain com images logo gif Click Save Form The new form will be used the next time the occasion occurs 6 2 6 Clone Forms Use the Clone Forms features to copy individual forms or All Forms from one office to another gt To clone a form 1 Click Configuration gt Offices gt Clone Forms The Choose Form dialog box appears Select the office you want to copy a form from select the office you want to copy the form to and then click Select These Offices The Choose Occasion dialog box appears Select a form or All Forms select the language for the form and then click Select This Occasion One of the following messages appears e Name of Form Clone Successful e Name of Form Already Exists e No letters defined in this office Appears if you choose an occasion that is not defined in the source office itapp User Manual v03_12 00 RO1 98 o CHAPTER 6 CONFIGURATION do 6 2 7 Edit Cancellation Reasons Use the Edit Cancellation Reasons feature to define or edit
127. n is selected the end user s Expiry Date settings will not be changed regardless of the plan configuration e Ifan end user is on a plan with an Expiry the Administrator can modify the Expiry Date but cannot change the Expiry Date to blank Changing the Expiry Date to blank would cause the Expiry Date to be re set to today the Plan Expiry e When an end user is changed from Cancelled Status to Enabled the Expiry Date is set to 2099 01 01 regardless of the plan configuration itapp User Manual v03_12_00 RO1 117 o CHAPTER 6 CONFIGURATION do Table 27 Create Plan Dialog Box Field Names Page 3 of 3 Field Name Description Service Groups As appropriate select services in each of the plan s Service Groups Account Management System Content Filtering Service Dialup services and Other services For each service indicate whether it is Default Default and Optional or Optional e Default The service is turned on for the end user by default and cannot be turned off No other services in the same Service Group can be specified as optional for this plan Default and Optional The service is turned on for the end user by default The service can be turned off or an alternative service in the same Service Group that is optional in the plan can be turned on Optional The service is not turned on by default The service can be turned on for the end user or this service can be selec
128. nd then click Select Office The Define Radius dialog box appears Enter information following the guidelines in Table 19 on page 102 Click Save Service If the Radius Service was defined successfully an Action Completed message appears itapp User Manual v03_12 00 RO1 101 o CHAPTER 6 CONFIGURATION do Table 19 Define Radius Service Dialog Box Fields Page 1 of 2 Field Information Service Name e Service Name mandatory The name must be unique across all services within the same office The name cannot be the character e If the Service Name does not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard e The service name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank Service Summary Service Summary is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 NAS Group NAS Group Network Access Servers Group specifies what network access servers this service gives access to A NAS Group must be selected e If more than one Radius Service gives access to a NAS Group within an office the services must have the same Service Group Otherwise the following Error Message appears to
129. nd user billing CCH taxes are for use in the United States gt To update personal information 1 Select My Account gt Update My Personal Info The Update My Personal Info dialog box appears 2 Type your password in the Password Verification field 3 Change other information as required 4 Click Update My Personal I nfo 7 3 Update My Services Info The Update My Services Info dialog box allows end users to edit their own services NOTE Changing services could have an impact on the monthly fee associated with an end user s plan itapp User Manual v03_12_ 00 RO1 154 o CHAPTER 7 My ACCOUNT do NOTE A MAC Address uniquely identifies the end user s computer or home network This information is only required if the end user wants to connect with an existing high speed network Complete the MAC Address field if RADIUS authentication is to be verified by MAC Address instead of username and password The MAC Address must conform to this format Each byte must be sent in hexadecimal format min 00 max ff Each byte must be separated by a colon e Allowable characters are 0 0 a f Example 45 ab 9f 1e 25 Of 30 To update services 1 Select My Account gt Update My Services I nfo The Update My Services Info dialog box appears 2 Type your password in the Password Verification text box 3 Modify Service settings as appropriate 4 Click Update My Services I nfo 7 4 Update My Billing Info
130. ng Office e Type a single username including Provider domain name and then select For Individual Or e Choose an office from the drop down list and then select For Office Or e Choose a provider from the drop down list and then select For Provider Minimum Value Enter an amount such as 1 00 if you want itapp to ignore invoices that are for less than 1 00 before taxes are added Do not type a sign We recommend that you enter at least 0 01 to prevent invoices from being generated for all end users even those with zero balances and no billable items Billing Day Enter a billing day if you only want to create invoices for end users with this billing day Send Invoice to Subscriber Select Yes if you want the invoices to be sent to end users according to their Invoice Notification method If you choose No you can email invoices at a later time using the Print Invoice feature See Section 3 3 3 Print Invoices itapp User Manual v03_12_00 R01 53 o CHAPTER 3 BILLING do Table 10 Generate Invoice Dialog Box Fields Page 2 of 2 Field Description Pre Printed I nvoices This sets up the print format for the administrator only e Leave the default No if the invoices are to be printed as formatted text on plain paper Use this option for NGBS compliant invoice forms e Select Yes if the invoices are to be printed as text only on pre printed compa
131. nt Details Updated Time The creation date of this statement detail 6 5 1 7 The Statements Entity The Statements Entity has fields inside a statement These fields are available in the Statements Entity Statement Number Statement Date Statement Balance forward Statement Balance Statement Updated by Statement Updated Time 6 5 1 8 The Radius Logs Entity The Radius Logs Entity contains usage data for Radius Services The following fields are available to the Radius Logs Entity Radius Log Start Time The beginning of a Radius session in the UNIX timestamp Radius Log Stop Time The end of a Radius session in the UNIX timestamp Radius Log Bytes In The number of bytes downloaded Radius Log Bytes Out The number of bytes uploaded Radius Log Network Access Server The IP Address of the network access server Radius Log Port Number The port of the Radius session Radius Log Session ID The Radius session ID Radius Log Called Station ID The Radius called station ID Radius Log Disconnect Reasons Radius Log NAS Group The network access server group which identifies the Radius service itapp User Manual v03_12 00 RO1 135 o CHAPTER 6 CONFIGURATION do 6 5 2 Defining a Custom Report To create a custom report 1 Click Configuration gt Custom Report gt Define Custom Report The Define Custom Report dialog box appears Select a Provider and choose a Report Area The fields available for the report differ d
132. nt month of the report generation Since a time range can require two conditions each date time condition field has two lines If conditions are specified in both lines both conditions must be met The following operators are available for each line before after is_not_null and is_null If the is_null that is does not have any date or is_not_null i e does have data operator is used the second line is not used Specifying the second line in this case would result in an empty dataset itapp User Manual v03_12 00 RO1 139 o CHAPTER 6 CONFIGURATION do The values can be the 1st to 31st day of 1 to 11 months ago relative to the month in which the report is generated Example to define a report for all statements generated in the last month The Statement Date is after 1 day of 1 month ago and before 1 day of the current month The following illustrates this Statement Date after y 01 y 1 Month ago y foefore MIM current Month y Figure 12 To Specify all Statements Dated in the Last Month Example to define a report for all accounts that were updated in the last 2 months The Account Updated Time should be after 1 day of 2 months ago The following illustrates this Account Updated time after y 01 gt 2 Months aqo o1 y current Month y Figure 13 To Specify all Accounts Updated Over the Past 2 Months Note that the operator indicates that the second lin
133. nted I nvoices This sets up the print format for the administrator only e Leave the default No if the invoices are to be printed as formatted text on plain paper Use this option for NGBS compliant invoice forms e Select Yes if the invoices are to be printed as text only on pre printed company stationery MOTD Message of the Day You can add a static message to the bottom of each invoice for example to thank end users for their business to introduce a new service etc 3 3 4 Reverse Invoice Reverse Invoice creates a new invoice with details that are the negative amount of the details on the original invoice This complies with the general accounting practice that records are to be reversed rather than deleted The following rules apply to reversing an invoice e You cannot reverse an invoice for yourself e Only invoices that have not appeared in a statement can be reversed e The reversed invoice does not change the original invoice It contains the same billable details except that it has A new invoice number e A minus sign before each amount that appeared on the original invoice itapp User Manual v03_12 00 RO1 56 o CHAPTER 3 BILLING do e The date the invoice was received on e The username of the administrator who reversed the invoice NOTE You can manually reverse an invoice as many times as you like and the reversed invoice itself can be reversed again To
134. nts page 58 e Payments page 63 itapp User Manual v03_12 00 RO1 43 o CHAPTER 3 BILLING do 3 1 Introduction to Billing 3 1 1 Prerequisites to Using the Billing Function Before you use the Billing functions in itapp Make sure you have added products and services See page 113 and page 101 respectively All client and end user information must be up to date This means that all end users must be in the system they must all be linked to plans and all their billing information type of payment frequency of payment method of invoice and statement delivery billed to date and usage billed to date must be up to date Each office must have up to date tax information which is used when invoices are being generated Tax information can be overridden on an individual product basis but the base tax names and rates need to be set up in the Office Record If you are billing for overtime charges the Invoice Details field must be set properly in the Create Office or Edit Office dialog box None No billing records will be generated e Overtime Only Generates billable items for overtime usage All Generates billable items for monthly fees and any overtime usage 3 1 2 Workflow for Using the Billing Function This chapter explains billing functions in the order that they appear in itapp A standard sequence for completing billing functions is included below for your reference Your organization may want to
135. nts can be suspended automatically NOTE If an account is suspended as a result of running this report the Account Status Suspended is displayed in red Accounts that already had a Suspended status are displayed in normal text itapp User Manual v03_12_00 RO1 77 o CHAPTER 5 REPORTS do NOTE When the next successful payment brings the account balance below the credit limit the account is automatically re enabled When accounts are suspended and re enabled for billing reasons the history of an account for the past three months can be viewed in the Account History section of the Customer Care Information dialog box Disk Usage Displays the amount of web disk space used per account or per server website for the selected provider Customer Care Lists the Customer Care tickets that were handled during the selected date range grouped by issue type for the chosen individual office or provider The report can also be restricted to the calls handled by a specified support representative NOTE When accounts are suspended and re enabled for billing reasons the history of an account for the past three months can be viewed in the Account History section of the Customer Care Information dialog box Customer Care Roll Up Shows the number of open and closed trouble tickets grouped by issue type for the selected date range The report provides office or provider name date range selected issue s opened tro
136. nvoice amount the most recent payment date and the most recent payment amount for the selected provider itapp User Manual v03_12 00 RO1 80 o CHAPTER 5 REPORTS do Payments By Date Shows payment date payment method payment amount and the person who applied the payment for the selected provider between the specified dates Credit Limit Lists all accounts that have exceeded the office or personal credit limit as specified by the ISP You have the option to Suspend or Cancel all accounts that have exceeded the credit limit NOTE When the next successful payment brings the account balance below the credit limit the account is automatically re enabled When accounts are suspended and re enabled for billing reasons the history of an account for the past three months can be viewed in the Account History section of the Customer Care Information dialog box Invoice Distribution Shows the invoice number username product code description and amount for each invoice created in the chosen office in the selected date range Duplicate Billing Info Displays all the credit cards and electronic checks that have been used for more than one end user account along with the associated end user account names Taxation Summary Report Summarizes the taxation information for a provider or office The format of this report is determined by the tax status of the office or provider for which the report is generated Credit Invoices Sh
137. ny stationery MOTD Message of the Day You can add a message to the bottom of each invoice for example to thank end users for their business to introduce a new service etc 3 3 2 View Invoice Use the View Invoice feature to review individual invoices for each end user gt To view an invoice 1 2 Type a username in the itapp Menu text box Select Billing gt Invoices gt View Invoice The Select Invoice dialog box appears Select the invoice you want to view e Current Invoice is the current invoice not yet created This is a Summary of the billable items that have been generated but have not yet appeared on an invoice e Previously generated invoices are listed in order with the most recent at the top of the list For Pre Printed Invoices choose No or Yes e Choose No if the invoice is going to be printed on plain white paper e Choose Yes if the invoice is going to be printed on pre printed company invoices Click View Invoice The invoice is displayed in PDF format itapp User Manual v03_12_00 RO1 54 o CHAPTER 3 BILLING do 3 3 3 Print Invoices Use the Print Invoices feature to reprint batches of invoices based on invoice date Print Invoices is similar to the View Invoice feature but Print Invoices allows you to view invoices for an entire office over a selected date range rather than for one end user at a time gt To print invoices 1 Click Billing gt Invoices
138. o itapp To import accounts successfully you need to understand how to set up the data file that you want to import Guidelines for Using the mport Accounts Function e The accounts must all be imported into the same office and they must all have the same Customer Type Preferred Partner Plan Type Billing Details and Service options e If you need to import accounts into two or more offices separate the accounts into different files and then import each file separately e If the accounts have different plan types separate the accounts into different files according to plan and then import each file separately e Imported accounts receive the services for the plan they are subscribed to e The maximum number of accounts that you can import from one data file is 500 If the number is larger the import process may time out This can result in a partially imported list of accounts Guidelines for Creating an I mport Data File Follow these guidelines to ensure that the data in your import data file is complete correct and properly structured e Create a separate CSV file for each office and or plan Typically you would create the file in Excel Make sure that there are no more than 500 accounts in one file Enter the data that you want to import Ensure that you include First Name Last Name Username and Password This information is mandatory You can include other information if you want See the Import Fil
139. ock applies to and selecting a Reset interval For each usage block you must also define a number of Hours as well as the billing Rate for those hours 6 2 12 Define Email Service To define email service 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and Email Service and then click Select Office The Email Service dialog box appears 3 Enter information following the guidelines in Table 20 4 Click Save Service If the Email Service was defined successfully an Action Completed message appears NOTE Email Probation Period A 5 day probation period is enforced for all new email accounts During this period the end user can send up to 150 email messages a day regardless of the Plan s email limit The probation period begins at the Start Date You can change the Start Date in the Billing Information dialog box Create Account gt Proceed To Billing Information itapp User Manual v03_12 00 RO1 103 o CHAPTER 6 CONFIGURATION do Table 20 Define Email Service Dialog Box Fields Page 1 of 2 Field Information Service Name e Service Name mandatory The name must be unique across all services within the same office The name cannot be the character If the Service Name does not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard e The servic
140. onfigure Spam UCE information 1 Click Configuration gt SPAM gt Add Spam Info The Add UCE Spam Info dialog box appears 2 Enter information following the guidelines in Table 30 3 Click Save SPAM Info Table 30 Add UCE Spam Info Dialog Box Fields Field Description Message Part Select the part of the message that you want to filter on Pattern To Look For Type the pattern to look for in the selected message part This is case sensitive BAN IP Type the name of the IP address to filter out if you want to ban a specific email address or domain Duration Select a time period for the filter Accept or Reject Select Accept or Reject to indicate whether the mail server should accept or reject messages that meet your criteria Description Type of brief description of the filter 6 12 2 Edit Spam Info Use the Edit Spam Info dialog box to remove Spam filters To remove a Spam UCE filter 1 Click Configuration gt SPAM 2 Click Edit Spam Info To limit the search type a text string or IP address in the itapp Menu text box The Edit Spam Info dialog box appears 3 Select the filter or filters you want to remove and click Update Spam Info itapp User Manual v03_12 00 RO1 149 o CHAPTER 6 CONFIGURATION do 6 13 Webse rvers 6 13 1 Add WebServer Once the DNS has been set up for a new web host you need to build a new web server on the system This sets up the web configur
141. or equal to the value specified in the text box NE Matches if the field value is not the same as the value specified in the text box 6 6 Delete Custom Report Use the Delete Custom Report feature to view and or delete a custom report To view or delete a custom report 1 Click Configuration gt Custom Report gt Delete Custom Report The Select Provider dialog box appears Select a provider and click Proceed to Report Selection The Select Report dialog box appears Select a Report from the drop down list and click Select This Report The Delete Report Generator dialog box appears The report s configuration details are visible If you want to delete the report click Remove This Report An Action Completed message appears if you have been successful itapp User Manual v03_12_ 00 RO1 141 o CHAPTER 6 CONFIGURATION do 6 7 Kits Kit Numbers are used to identify software kits that are distributed to retail stores If Kit Numbers are assigned to retail store usernames before the kits are distributed to end users a report can be run to identify how many retail kits are sold by each store in a given time 6 7 1 Create Kit To assign kit numbers to retail stores 1 6 7 2 Edit Kit Type a username of a retail Store Account in the itapp Menu text box Accounts are identified as Retail Stores in the Customer Type field in the Edit Personal Info dialog box Click Configuration gt Kits gt Creat
142. ord that will pass back and forth between the terminal server and the Radius Server during authentication This can be any string of characters as long as both the Terminal server and the Radius Server have the same string Network Realm Add the domain name for the terminal server including a dot at the end of the domain name Note Type the Network Realm in lowercase Default Domain Name Add the domain name for the terminal server excluding the dot at the end of the domain This determines what is appended to the end of the username if the end user does not include their domain name as part of their login 1D Note Type the Default Domain Name in lowercase Port Leave the default Concurrency Expiry Time The value you enter determines how long the login record is kept in the concurrency database During this time a second session cannot be started using the end user s username Leave the value at 0 if this feature is not used Accounting I nterim Update Interval The value you enter determines how frequently accounting records are requested from the Terminal server We recommend that the Concurrency Expiry Time be twice the Update Interval NAS Type Radius Version Select the NAS type and Radius version In general you can use the default values If this NAS will proxy Radius requests to us choose Proxy Relay from the NAS Type drop down list Office Select the of
143. ows a complete list of invoices that resulted in a negative value or credit within a specific date range for a specific provider office or end user 5 5 Summary Reports Line Utilization Shows the relative line utilization for each NAS for the selected provider The report identifies the percentage of time that each NAS had specific numbers of simultaneous end users as well as the average and peak loading Email Usage Report Displays an email usage report based on the accounts in the selected office for the selected month itapp User Manual v03_12 00 RO1 81 o CHAPTER 5 REPORTS do 5 6 Custom Reports To run a custom report 1 Click Reports gt Custom Reports gt Run Custom Reports The Select Options to Run Custom Reports dialog box appears 2 Select the Office or Provider for whom you want to run a custom report 3 Click Proceed to Report Selection The Run Custom Reports dialog box appears 4 Select the custom report and report format and then click Generate Report NOTE For details about defining a Custom Report see Section 6 5 For details about deleting or viewing a Custom Report see Section 6 6 itapp User Manual v03_12 00 RO1 82 Chapter 6 CONFIGURATION The Configuration section of itapp enables you to set up or modify global settings gt The following areas are discussed in this chapter Providers page 84 Offices page 88 Administrators page 128 Custom Report page 13
144. ox see page 19 The Auto Responder takes about half an hour to set up once you have saved the information It is programmed to respond to all incoming messages except those identified as x mailer mailing lists This prevents email loops that can occur if you email someone with an auto responder set up on their account or if you test your own auto responder To set up an Auto Respond Message 1 Type a username in the itapp Menu text box 2 Click Accounts gt Edit Auto Respond Message The Auto Responder dialog box appears 3 Type the Start Date for message activation using the format yyyy mm dd 4 Type the Expiry Date The auto responder deactivates automatically at midnight on the Expiry Date 5 Type a Subject line and the body of the message 6 Click Save Auto Responder To remove an Auto Responder before the expiry date 1 Display the Auto Responder dialog box 2 Remove the Start Date Expiry Date Subject and Body 3 Click Save Auto Responder itapp User Manual v03_12 00 RO1 42 Chapter 3 BILLING This chapter starts by describing the functions that must be completed before you can use the Billing portion of itapp and then explains how to carry out the functions on the Billing menu The following are discussed in this chapter e Pre requisites to using the Billing function page 44 e Workflow for using the Billing function page 44 e Billable Items page 45 e Invoices page 52 e Stateme
145. r Preferred Partners Lists accounts sold by each Preferred Partner for the chosen provider over the selected date range Referral Lists accounts set up with a Referring Account for the chosen provider over the selected date range Roaming Lists accounts roaming into and out of the selected office over the selected date range The report can be restricted to external end users only or to both external and internal end users within the same ISP Who s Online by NAS Shows account currently online for the selected NAS This information is created by the Radius Account start records If these are not received the report will not be accurate In addition if the Radius Account stop records are not received an entry cannot be removed Who s Online by Office Shows accounts currently online for the selected office This information is created by the Radius Account start records If these are not received the report will not be accurate In addition if the Radius Account stop records are not received an entry cannot be removed Kit Summary Lists the number of Kit Accounts that were sold grouped by Retail Store Account name Credit Card Expiry Lists accounts with credit cards that have expired or that will expire soon that is within 60 days or both for the selected provider The report also displays accounts that were already Suspended Optionally email notices can be sent to all expired or expiring accounts and expired accou
146. r grouped by office The 91 field only includes data that is less than 12 months old Sales Distribution Shows the distribution of sales between all the Product codes including tax Product Codes for the chosen office The report only includes data on revenue that is less than 12 months old Principal Accounts Lists all the accounts that have sub accounts and the sub accounts for each office in the selected provider or lists all accounts that have sub accounts and the sub accounts for the selected office Account Expiry Lists the accounts that are expiring soon or have already expired within the grace period days set for the chosen office an option allows for email notices to be sent to expired accounts soon to expire accounts or both types of accounts Billable Details Lists the billable details that will be used to generate invoices on the next invoice run for the chosen office Plan Billing Shows the Billed Up to date for each end user in the chosen office if it falls within the selected date range Usage Billing Shows the Overtime Billed Up to date for each end user in the chosen office if it falls within the selected date range Payment Distribution Lists the payments that were received by account or by payment method during the selected date range for the accounts in the selected office This report only shows revenue that is less than 12 months old Payments Shows each account with the last invoice date the last i
147. r will send an email to the specified address when a new account is created not to the new account holder itapp User Manual v03_12 00 RO1 93 o CHAPTER 6 CONFIGURATION do Letters can be created for various languages The letter that will be sent depends on the preferred language setting that is set up for each end user in the Edit Personal Info dialog box 3 Choose the occasion you want to write a letter for and the language and then click Select This Occasion The Edit Letter dialog box appears 4 Type the From email address typically the ISP s billing or end user service email address 5 Type a Subject for example Welcome New Account Expired Credit Card etc 6 Type the body of the message You can personalize the message by using variables Variables use the form NAME NN where NAME is the name of the variable and NN is the length of the field number of characters If you do not specify a length for a variable the actual text not padded with blanks of the variable is used A sample letter including variables is shown below Dear FIRST_NAME The credit card we have on file for your Internet Services expired on CEXDATE Please contact technical support at 1 800 000 0000 before BDATE to update your Account information to prevent an interruption in your Internet Services Thanks very much Figure 5 Sample Letter Using Variables Variables that can be used are listed below The availabi
148. r Manual v03_12 00 RO1 121 o CHAPTER 6 CONFIGURATION do 5 Edit plan details as appropriate and click Save Plan Discount NOTE If you attempt to disable a Plan Billing Frequency while an end user is using it an error message appears To delete a plan discount You can delete a non default Plan Discount that is not being used by any end users 1 Click Configuration gt Offices gt Edit Plan Discount The Choose Office dialog box appears 2 Select an Office and click Select This Office The Choose Plan dialog box appears 3 Select a Plan and click Select This Plan The Choose Plan Discount dialog box appears 4 Select a Plan Discount and click Select This Discount Type Click Delete Plan Discount An error message appears if any end users are currently using this Discount Type NOTE The Delete Plan Discount option only appears in the dialog box for non default Plan Discounts 6 2 27 Create Promotion Promotions are used to change end user plans based on the entry of a valid Promotion Code during online signup For example an ISP could set up the following set of plans e Regular Plan 19 95 for unlimited hours e Affinity Group Plan 15 95 for unlimited hours based on the entry of Promotion Code ABC123 e Discounted Rate Plan 17 95 for unlimited hours based on the entry of Promotion Code XYZ789 They would create three plans in itapp see Section 6 2 22 for details about creating plans and then cr
149. r for credit If you submit the transaction to an external processor a message appears and indicates whether the transaction succeeded or failed An error message appears with any failed transaction NOTE When you click Save Credit or Apply Refund all the command buttons on the dialog box disappear until the transaction has been processed This prevents you from unintentionally completing the same transaction two or more times Table 15 Apply Credit Dialog Box Field Names Page 1 of 2 Field Description Username The username you are applying this credit or refund to for example enduser ipapp com Balance on Last The total amount left on any previous Statement statement generated for this end user Current Balance The total amount of all the current invoices generated for this end user itapp User Manual v03_12 00 RO1 65 o CHAPTER 3 BILLING do Table 15 Apply Credit Dialog Box Field Names Page 2 of 2 Field Description Transaction Id This is the transaction number passed back from the transaction processing company The most recent transactions for the end user are displayed in the Transaction Id drop down list You can select the transaction that needs to be refunded from this list If the transaction Id is not in the list you can type it in the Transaction Id text box Credit Amount Type the total amount that you want to credit or refund Credit Date The d
150. reated this line item Invoice Details Updated Time The time that the line item was created 6 5 1 6 The Statement Detail Entity A Statement Detail is a line item appearing on a statement This can either be an invoice or a payment record Statement Details Transaction Type Either INV for invoice or PAY for payment Credits are considered payments Statement Details Invoice Number Statement Details Statement Number Statement Details Date The creation date Statement Details Amount Statement Details Payment Method The payment method is blank for an invoice item Statement Details Card Number Only applicable to credit card payments Otherwise this is blank Statement Details Card Holder Only applicable to credit card payments Otherwise this is blank Statement Details Card Expiry Date Only applicable to credit card payments Otherwise this is blank Statement Details Account Number Only applicable to electronic check payments Otherwise this is blank Statement Details Transit Number Only applicable to electronic check payments Otherwise this is blank itapp User Manual v03_12 00 RO1 134 o CHAPTER 6 CONFIGURATION do Statement Details Routing Number Only applicable to electronic check payments Otherwise this is blank Statement Number Only applicable after a statement is generated for this item Otherwise this is blank Statement Details Updated by The creator of this statement detail Stateme
151. ribed to only this particular Sub Account Plan The Sub Account Limit is set at 3 and therefore each end user to the Standard Plan with core services can have up to 3 Free Email Sub Accounts When more than one type of Sub Account Restriction is applicable when a sub account is being created the one with the minimum Sub Account Limit value prevails Sub Account Restrictions are only applied to sub accounts that are currently Enabled or Suspended Deleted or Cancelled sub accounts are not be counted when the Sub Account Restriction is enforced To create sub account restrictions 1 Click Configuration gt Offices gt Create Sub Account Restrictions The Choose Office dialog box appears 2 Select the Office To Set Up Sub Account Restrictions For and click Select This Office The Create Sub Account Restrictions dialog box appears e The Principal Account Plan drop down is a list of all plans in the office that have the plan property For Principal Account e The Sub Account Plan drop down lists all plans in the office that have the plan property For Sub Account e The Sub Account Limit is the number of sub accounts a principal account can have that fall within this relationship 3 Click Save Changes itapp User Manual v03_12 00 RO1 126 o CHAPTER 6 CONFIGURATION do 6 3 Edit Sub Account Restrictions Use the Edit Sub Account Restrictions feature to modify Sub Account limits and delete Sub Account
152. ript directories besides the default cgi bin SSL Options Enter these if applicable The ISP must have purchased their own secure certificate before setting up an SSL enabled site If you enter the Certificate File name and Key File name be sure to include the full path to these files itapp User Manual v03_12_00 RO1 151 o CHAPTER 6 CONFIGURATION do 6 13 2 Edit WebServer Use the Edit WebServer feature to change the configuration information for an existing web server or delete it altogether To edit webserver configuration information 1 Type the name of the web server in the itapp Menu text box Use the format www domain com and use all lowercase characters 2 Click Configuration gt Webservers gt Edit WebServer The Edit WebServer dialog box appears 3 Make changes following the guidelines in Table 31 and then click Save This WebServer To delete web server configuration information 1 Type the name of the web server in the itapp Menu text box Use the format www domain com and use all lowercase characters 2 Click Configuration gt Webservers gt Edit WebServer The Edit WebServer dialog box appears 3 Make the required changes and click Delete This WebServer itapp User Manual v03_12 00 RO1 152 Chapter 7 My ACCOUNT The My Account section of itapp contains a number of tools that allow end users to update personal and account information change account settings
153. rmation Account Status Select one of these statuses Enabled Active account e Suspended Temporarily on hold Email is still accepted and the website is still visible but the end user s access to services is blocked Billing still treats this as an active account Cancelled Email is rejected and billing is stopped When an account status is set to Cancelled the system automatically updates the Expiry Date in the Billing Information dialog box Deleted The account will automatically be removed from the system within 24 hours Changing the status from Cancelled to Deleted will automatically set the Expiry Date to 2099 01 01 Account Account Cancellation Reason is only saved Cancellation when the account status is set to Cancelled Reason itapp User Manual v03_12 00 RO1 20 e CHAPTER 2 ACCOUNTS do 2 5 Verify Account Use the Verify Account function to check a password for validity To check a password for validity 1 Type a username in the itapp Menu text box 2 Click Accounts gt Verify Account The Verify User dialog box appears 3 Type a password in the text box and click Test Password One of three messages appears Account Does NOT Exist the Account Name is not valid e Password Is NOT Valid the Password is incorrect e Password Is Correct the Password is correct itapp User Manual v03_12 00 RO1 21 e CHAPTER 2 ACCOUNTS do 2 6 Alias Manager Use the Alias Manager feat
154. ropriate office demographic to information This information is optional Dial in Number but does appear on the account record that is produced each time an end user account is created Be sure to include a phone number for the office administrator or manager Domain Select a domain name Network Realm The Network Realm is the domain of the company that owns the NASs this office will use Local Time Zone Select the time zone that the office is located in Currency Select a currency for billing Registration Server If the office will be using the Registration Server select an option from the drop down list depending on whether the office will use billing services through IP Applications No The office does not use Registration Server Credit Required Registration Server is used and new accounts are processed for payment before account activation Credit Not Required Registration Server is used but credit information does not have to be entered or processed automatically at signup User Passwords Select Yes if you want to give end users the ability to change their own passwords in the My Account section of itapp itapp User Manual v03_12 00 RO1 89 o CHAPTER 6 CONFIGURATION do Table 18 Create Office Dialog Box Fields Page 3 of 5 Field Description My Self Management Select one or more features as Defaults appropriate The items in this list determine which accoun
155. rs gt Create Network Access Server The Create Network Access Server dialog box appears 2 Enter information following the guidelines in Table 29 3 Click Create NAS Table 29 Create Network Access Server Dialog Box Fields Page 1 of 3 Field Description NAS Name Type the new NAS name using the standard format tsx city domain com where x is the number of the terminal server in the particular city For example if this were the second terminal server in Victoria the name would be ts2 victoria domain com Use this naming convention wherever possible However if network providers have already established names for their NASs use their naming conventions Note Type the NAS Name in lowercase NAS IP Type the IP address of the NAS the first NAS Pool IP address in the pool that the dialup NAS Pool Size lines will select from and the number of dialup lines on the terminal server Your Network Provider can provide the IP address information If IP Applications manages your address space obtain the information from your Support Representative Official Name Change the Official Name to Yes if you want to build a reverse DNS entry for the NAS address and address pool itapp User Manual v03_12 00 RO1 146 o CHAPTER 6 CONFIGURATION do Table 29 Create Network Access Server Dialog Box Fields Page 2 of 3 Field Description Radius Secret Add a Radius Secret This is the passw
156. rt Date to Stop Date a billable detail record will be generated for any overtime the end user has accumulated e Ifan end user s Overtime Billed Up To date is January 1 and the date range chosen for overtime billing is January 1 31 overtime billing entries for the month of December will be generated for this end user The Overtime Billed Up To date will automatically be updated to February 1 the next time overtime billing is run for this end user To ensure that the end user is invoiced in a timely and accurate manner we recommend that you run overtime usage billing at the start of each month for the previous month s usage for example on February 1 for January 1 31 e Ifan end user s usage Billed To date is November 1 and the date range chosen for overtime billing is January 1 31 overtime billing entries for December and J anuary will be generated for this end user The usage Billed To date will automatically be updated to February 1 This means overtime for October and November will not be billed and because of the new usage Billed To date these months will be skipped This is why it is critical to run overtime billing each month on a regular schedule e If an end user s usage Billed To date is February 1 and the date range chosen for overtime billing is January 1 to January 31 no overtime billing records will be generated for this end user No changes to the Overtime Billed Up To date will be made itapp User Manual v03
157. s page 30 gt Edit Radius Times page 31 gt DHCP Manager page 32 gt Customer Care page 33 gt Import Accounts page 34 Edit Auto Respond Message page 42 NOTE When you are in the Accounts folder you must type a username in the itapp Menu text box to access menu items that are followed by an asterisk itapp User Manual v03_12 00 RO1 6 e CHAPTER 2 ACCOUNTS do 2 1 Create Account You create a new account by completing these dialog boxes e Create Account e Billing Information e Account Information To complete the Create Account dialog box 1 Click Accounts gt Create Account The Create Account dialog box appears 2 Enter information following the guidelines in Table 1 3 Click Proceed to Billing Information The Billing Information dialog box appears 4 Go to Section 2 1 1 Table 1 Create Account Dialog Box Fields Page 1 of 2 Field Information First Name Mandatory Enter the end user s first name Last Name Mandatory Enter the end user s last name External Account Number Cross references the account with an external third party accounting or billing system Verification Question Verification Answer Used for account validation if the end user calls to request password or other account changes Address 1 to Company Name Optional itapp User Manual v03_12_00 RO1 e CHAPTER 2 ACCOUNTS do Table 1 Create Account
158. s feature allows ISPs to set limits on the number of sub accounts each principal account can have It also allows limits to be set on which plans can add sub accounts and which plans can be set up as sub accounts Four types of Sub Account Restrictions exist in itapp These are explained in the following paragraphs Restriction Type 1 All Principal Plans All Sub Account Plans Create Sub Account Restrictions Principal Account Plan All Principal Plans y Sub Account Plan all Sub Account Plans gt Sub Account Limit 7 Updated By ballin ipapp com Save Changes Help Reset Form Figure6 Create Sub Account Restrictions Example 1 In Example 1 a global limit restricts the number of sub accounts for all principal accounts in this office In this example the Sub itapp User Manual v03_12 00 RO1 124 o CHAPTER 6 CONFIGURATION do Account Limit field is set at 7 and therefore each end user in the selected office regardless of plan can have a maximum of 7 sub accounts Restriction Type 2 One Principal Plan All Sub Plans Principal Account Plan Default Plan y Sub Account Plan all Sub Account Plans y Sub Account Limit s Updated By ballin ipapp com Save Changes Help Reset Form Figure7 Create Sub Account Restrictions Example 2 This example also shows a global restriction that limits the number of sub accounts for all principal accounts that are subscribed to the spe
159. s field The MAC Address must conform to this format e Each byte must be sent in hexadecimal format min 00 max ff e Each byte must be separated by a colon e Allowable characters are 0 0 a f Example 45 ab 9f 1e 25 Of 30 Select the search criteria Contains Starts With Ends With etc Click Find User A list of all end users meeting the search criteria appears work with an account in other areas of itapp Click on a username in the Find User screen The username appears in the itapp Menu text box NOTE You cannot work with an alias name in itapp v03_12 00 RO1 24 e CHAPTER 2 ACCOUNTS do 2 8 Edit Mailbox Use the Edit MailBox feature to delete emails from an end user s mailbox This can be necessary if the end user has received large attachments that cannot be handled by their mail program The feature only allows you to see the sender of the message the subject line the date and the size of the message This ensures that the message itself remains confidential You do not need the end user s password to delete email from their mailbox gt To delete mail from an end user s mailbox 1 Type a username in the itapp Menu text box 2 Click Accounts gt Edit MailBox The Display Email Headers dialog box appears and displays the headers of all emails in the mailbox If there is no mail an Empty Mailbox message appears 3 Complete one of the following options e Select the messa
160. s not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard The service name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank Service Summary Service Summary is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 6 2 19 Edit Services Use the Edit Services dialog boxes to edit or delete previously defined services The dialog boxes are similar to the dialog boxes you use to define services with these exceptions e Service Name and Service Group cannot be edited e A service that is used by a Plan cannot be deleted To edit a service 1 Click Configuration gt Offices gt Edit Service The Choose Office dialog box appears 2 Select an office and click Select This Office The Choose Service dialog box appears In the list of services the service description is shown on the left and the type of service is shown in brackets on the right 3 Select a service and click Select This Service The Edit dialog box appears for the service you selected itapp User Manual v03_12_ 00 RO1 112 o CHAPTER 6 CONFIGURATION do 4 Edit the service as appropriate and then click Save Service NOTE If you are e
161. s to be sent to end users according to their Statement Notification method Pre Printed Statements This sets up the print format for the administrator only e Leave the default No if the statements are to be printed as formatted text on plain paper e Select Yes if the statements are to be printed as text only MOTD Message of the Day You can add a message to the bottom of each statement created for example to thank end users for their business to introduce a new service etc itapp User Manual v03_12_00 RO1 61 CHAPTER 3 BILLING do 2004 10 14 2004 10 14 Figure 3 Basic Statement INVOICE 332 sample 5 00 INVOICE 333 Dialup Services 25 00 ABC Promo Item 2 95 GST 3054 23948 2 00 PST 1 75 Figure 4 Detailed Statement itapp User Manual v03_12 00 RO1 62 o CHAPTER 3 BILLING do 3 5 Payments 3 5 1 Apply Payment Once an invoice has been created you can apply payments towards it To apply a payment towards an invoice 1 Type a username in the itapp Menu text box 2 Click Billing gt Invoices gt Payments gt Apply Payment The Apply Payment dialog box appears 3 Add or modify information following the guidelines in Table 14 The majority of the information appears by default NOTE You can enter the Payment Amount by dragging and dropping it from the Current Balance field 4 Click one of the following buttons e Save Payment This saves t
162. s with the date you want to generate bills to Most ISPs bill in advance so advance this date accordingly if this is your business model itapp User Manual v03_12 00 RO1 48 o CHAPTER 3 BILLING do 5 Select an option from the Bill drop down list You may find it more manageable to generate Overtime Billable Details separately from Billable Details for Plan Renewals 6 Click Generate Billables This process creates billable details that will add line items to invoices for all end users with a Billed Up To date that is between the Start Date and the Stop Date you specified including those two dates If the end user s Billed Up To date is blank as it is for all new end users itapp takes the account Start Date as the date to bill from Example Generating Billable Details for Plan Renewals Only In this example you are generating billable details for Plan Renewals from January 1 to January 31 Because you have chosen this date range itapp will generate a billable detail for all clients with a Billed Up To date between January 1 and January 31 The billable detail will be based on their plan type and the frequency of their billing e Ifan end user s Billed Up To date is January 10 and they are billed quarterly for a plan that costs 14 95 per month they would be billed 44 85 for 3 months of service assuming this was the 3 Month Rate for this plan according to the plan setup and their Billed Up To date would automatically be
163. se a provider from the drop down list and then select For Provider Restrict to Status Select the account status or statuses of accounts that you want to include in the statement itapp User Manual v03_12_00 RO1 58 o CHAPTER 3 BILLING do Table 12 Generate Statements Dialog Box Fields Page 2 of 2 Field Description Billing Day Type the billing day if you only want to create statements for end users with this billing day Total Balance Greater Than Enter a dollar amount Do not type a sign Statements will only be generated for accounts that have a balance greater than the amount you enter If you leave this field blank a statement will be generated for any invoices that have not yet appeared on a prior statement Total Balance Less Than Enter a dollar amount Do not type a sign Statements will only be generated for accounts that have a balance less than the amount you enter If you leave this field blank a statement will be generated for any invoices that have not yet appeared on a prior statement 3 42 View Statement Use the View Statement feature to review individual statements on a per end user basis To view an existing statement 1 Type a username in the itapp Menu text box 2 Select Billing gt Invoices gt View Statement The Select Statement dialog box appears 3 Select the statement you want to view e Current St
164. se the Clone Plan feature to copy plans from one office to another This feature also allows you to copy plan related items including Promotion Sub Account Restrictions and Plan details If a service does not exist in the destination office the service and its related service group are cloned from the source office The Plan Product Service Product Radius Service Usage Product and Toll Free Product are also cloned from the source office if the product does not exist in the destination office If a service already exists in the destination office its service types and service groups must be the same as those in the source office To clone a plan 1 Click Configuration gt Offices gt Clone Plan The Choose Offices dialog box appears 2 Select the office you want to copy the plan from and the office you want to copy the plan to and then click Select These Offices The Choose Plan dialog box appears itapp User Manual v03_12 00 RO1 119 o CHAPTER 6 CONFIGURATION do 3 Select a plan and click Select This Plan One of the following messages appears e Action Completed e Error Plan already exists e Error Service name of service conflicts This message appears if the plan service to be cloned is different from a service that already exists in the destination office or if it belongs to a different service group 6 2 25 Create Plan Discount Use the Create Plan Discount feature to apply discounts based on Discount
165. st of the demographic information for the provider 5 Select a Merchant Vendor if appropriate 6 Select Yes or No for Same Company Choose Yes for Same Company if this provider is the same company as the Provider s Provider If you select Yes reports and actions which are carried out for the Provider s Provider will include the information and accounts for this provider as well In addition any actions performed at the provider level for the Provider s Provider will include the accounts in this provider as well This includes billing such as generating billable details and CC batches itapp User Manual v03_12 00 RO1 84 o CHAPTER 6 CONFIGURATION do 7 Add a Message of the Day MOTD if you want The message appears on the end user s screen at the beginning of a session NOTE If you want to create your own format for the MOTD instead of using the default type the following in the MOTD text box Content Type text html leave a space Your message formatted in html 8 Click Create This Provider 6 1 2 Edit Provider Use the Edit Provider features to edit or delete a provider To edit a provider 1 Click Configuration gt Providers gt Edit Provider The Choose Provider dialog box appears 2 Select the provider that you want to edit and click Select This Provider The Edit Provider dialog box appears 3 Edit the provider demographics as necessary 4 Modify the Merchant Vendor field if appropriate
166. t an office that you want to add Products to and click Select This Office The Add Product dialog box appears 3 Enter information following the guidelines in Table 26 itapp User Manual v03_12 00 RO1 113 o CHAPTER 6 CONFIGURATION do 4 Click Save Product Table 26 Add Product Dialog Box Fields Field Description Product Enter a Product Code Develop a Product abbreviation for the different services you offer Description Type a one line description of the product The product name is displayed as Product Description when the product is referenced in other areas of itapp Item Amount Type the default charge for this product when adding a manual billing item This value can be overridden when a product is being added to a client billing record It does not override other set amounts Taxable Status e Ifa provider does not use CCH tax CCH Product Code tables the Taxable Status drop down lists appears Select the taxes that apply to this service The actual numbers are taken from the Tax fields you completed when you created an office e Ifa provider uses CCH tax tables the CCH Product Code drop down list appears Class This field is optional Use it to group several similar products into one category You can link this field to a third party accounting package if that would help accounting staff reconcile monthly billables 6 2 21 Edit Product Use the Edit Product f
167. t management features new accounts set up in this office will have by default When these features are enabled end users can access them in the My Account section of itapp You can enable these features for an individual end user or for all new accounts in this office The self management options are e Update My Personal Info e Update My Billing Info e Update My Email Info e Update My Sub Account e Update My Spam Configuration e Update My Services Info View Billing Select Yes if you want to give end users the ability to view billing details in the My Account section Logout Redirect URL The Logout Redirect URL is the page that appears when administrators and end users from this office log out Expiry Grace Period The number of days after an account expires before it is actually suspended on the system Invoice Details This determines whether the billing system creates entries for e None no Billable Items will be generated e Non zero Items Only only Items with a non zero value will be generated and appear on Invoices Allltems all Items will be generated including those with zero values Billing Email Address Enter an email address that invoices and statements are sent out from each month itapp User Manual v03_12 00 RO1 90 o CHAPTER 6 CONFIGURATION do Table 18 Create Office Dialog Box Fields Page 4 of 5 Field Description PST State Tax Rate PST State Tax
168. tName 20 The last name associated Yes with the generated account Address1 45 The first of two fields which Yes specify street or mailing address Address2 45 The second of two fields No which specify street or mailing address City 20 The city name Yes State 2 The state or province Yes abbreviation itapp User Manual v03_12 00 RO1 169 e ONLINE REGISTRATION PROCESS do Table 1 Data Fields Accepted by Registration Process Page 2 of 6 Valid options are Option Meaning English English French French German German Italian Italian Spanish Spanish Chinese Simple Mandarin Attribute Name pa Description Required Yes No Country 2 The country code Yes Zip 12 The zip or postal code Yes FAX 20 Fax number No Phone 20 The home telephone Yes number WPHONE 25 The work telephone No number COMPANY_NAME 120 Company name No QUESTION 128 A user verification question No ANSWER 128 A user verification answer No OS 64 Operating system No BROWSER 64 Browser used No NOTES text No REFERRAL 64 No PARTNER 64 No CREATE_FOR 64 No CREATE_VIA 64 No CUST_TYPE 2 No SOFTWARE 2 No O None 1 Software required 2 Software shipped LANGUAGE 8 The end user s language No If the field is blank English is selected itapp User Manual v03_12 00 RO1 170 e ONLINE REGISTRATION PROCESS do Table 1 Data Fie
169. tapp User Manual v03_12_00 RO1 91 o CHAPTER 6 CONFIGURATION do Table 18 Create Office Dialog Box Fields Page 5 of 5 Field Description Pay on Create If you select Yes from the drop down list itapp automatically attempts to charge for the first month of service when you submit a request to create a new account for this office If itapp is unable to charge for the first month the new account is not created Comment Add a free form comment if you wish MOTD MOTD is the Message of The Day that is displayed on end user s screen when they first log in to itapp If you want to create your own format for the MOTD instead of using the default type the following in the MOTD text box Content Type text html space Your message formatted in html 6 2 2 Edit Office gt To edit an office 1 Select Configuration gt Offices gt Edit Office The Choose Office dialog box appears 2 Select the office you want to edit and click Select This Office The Edit Office dialog box appears For information about the fields in the dialog box see Table 18 on page 88 3 Make changes as required For information about customizing the MOTD see Section 6 2 1 Create Office NOTE Do not change domain because this will have a negative impact on all the accounts in the office 4 Click Save Changes itapp User Manual v03_12_ 00 RO1 92 o CHAPTER 6 CONFIGURATION do 6 2
170. ted as opposed to a defaulted and optional service already defined in the plan Price Product Specify the monthly Price or value for each optional service and select a Product 6 2 23 Edit Plan Use the Edit Plan dialog box to edit plan details or delete a plan The dialog box is almost identical to the Create Plan dialog box except that you cannot modify the Plan Name Note the following to determine the effect your edits will have on end users Removing a service A service that was Default or Optional will be turned off for all end users who currently have the service Adding a default only service The service will be enabled for all end users who are subscribed to the plan itapp User Manual v03_12_ 00 RO1 118 o CHAPTER 6 CONFIGURATION do Adding a default and optional service No effect on current end users Adding an optional service No effect on current end users e Changing a default service in a Service Group from one optional service to another No effect on current end users To edit a plan 1 Click Configuration gt Offices gt Edit Plan The Choose Office dialog box appears 2 Select an office and click Select This Office The Choose Plan dialog box appears 3 Choose a Plan and click Select This Plan The Edit Plan dialog box appears 4 Make changes as required and click Save Plan To delete a plan e Click Delete Plan 6 2 24 Clone Plan U
171. the procedure that is used to define a custom report For convenience the procedure is divided into these sub procedures e Defining Custom Report Section 6 5 2 e Selecting Fields Section 6 5 3 e Grouping Fields Section 6 5 4 e Ordering Fields Section 6 5 5 e Selecting Conditional Fields Section 6 5 6 e Editing Conditional Fields Section 6 5 7 For information about running a custom report see Section 5 6 on page 82 6 5 1 Custom Report Entities A custom report can be defined so it links several entities having a one to one relationship with the report area entity This section describes the entities available for custom reports 6 5 1 1 The User Entity The User Entity has the following fields e Username The unique Account ID on the itapp System e Account Status Can be Enabled Suspended Cancelled or Deleted e Last Active Date The last active date of the account if the status is Cancelled or Deleted e Account Updated by The Updated By field in the Account Information dialog box Accounts gt Edit Account Info e Account Updated time The last time the account information was updated itapp User Manual v03_12 00 RO1 132 o CHAPTER 6 CONFIGURATION do 6 5 1 2 The User Personal Entity The User Personal Entity consists of the fields available in the Edit Account dialog box Accounts gt Edit Personal Info The reportable fields are as follows First Name Last Name Address 1 Addr
172. tions NOTE Service Groups cannot be deleted and the Service Group Name cannot be modified NOTE You must enter a description in the Service Group Description field The description becomes an option in the drop down lists that are used for selecting Service Groups Click Update Service Group The changes are saved and all dialog boxes that display the Service Group descriptions are updated immediately itapp User Manual v03_12 00 RO1 100 o CHAPTER 6 CONFIGURATION do 6 2 10 Define Service Overview Services must be defined for each office You can define the following services Radius Service Dialup Broadband access configuration Email Service Email access configuration Personal Website Personal website configuration Content Filtering Content filtering access Account Management System Access to itapp Simple Service A service that requires no specific configuration Misc Service For an explanation of Miscellaneous Services see page 111 6 2 11 Define RADIUS Service The Radius Service feature allows authentication to take place when an end user attempts to connect to the network The particulars of the authentication responses can be defined for each end user See Section 2 11 Radius Profile Manager on page 29 To define a radius service 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears Select an Office and Radius Service a
173. ts the reason No for PST exempt GST_EXEMPT 1 No itapp User Manual v03_12_ 00 RO1 173 e ONLINE REGISTRATION PROCESS do Table 1 Data Fields Accepted by Registration Process Page 6 of 6 Max Attribute Name Length Description Required Yes No GST_NUMBER 20 No PO_NUMBER 40 No BILL_ON 11 No SNOTIFY 12 No INOTIFY 12 No NOTES text This is for user personal No table notes EDATE yyy_mm_ Account expiry date No dd Interactive not_interactive 1 Setting not_interactive 1 No will force a URL return content type of return application x www form urlencoded This will include an error message If this option is not included a conventional web page will be returned See Not Interactive Error Messages below A 1 4 Not Interactive Error Messages When not_ interactive is submitted with a value of 1 the response from the Registration server will be in the form of a URL encoded message This message will contain two or more attributes each with a value TransactionResult returns the success or failure of the registration request The possible values for TransactionResult are listed in Table 2 Table 2 Values for TransactionResult Page 1 of 2 Value Notes Completed Registration was successful returned attributes below itapp User Manual v03_12_00 RO1 174 e ONLINE REGISTRATION PROCESS do Table 2 Values for TransactionResult Page
174. u use it be certain you know how to complete it correctly and also be sure you understand the impact it has on data in other areas of itapp The following definitions will help you better understand the process of generating billable details e Billable Details A Billable detail is like a pre invoice amount Billable details are generated for all types of services usage plans additional services etc Billable details become line items on invoices e Invoice An Invoice is the billing document that is sent to an end user and that is permanently recorded in itapp Generally an invoice is a combination of one or more billable details and all applicable taxes When you view an invoice check that the Current Invoice is exactly the same as the outstanding Billable Details e Statement A Statement is a collection of invoices and payments Statements are generated on an as needed basis when an end user makes a payment when a payment is overdue and the end user needs a reminder etc itapp User Manual v03_12_00 RO1 47 o CHAPTER 3 BILLING do You can generate billable details for Plan Renewals and Overtime together or separately Billable details for overtime must only be generated once a month after the first of each month so the entire previous month s usage can be included for the purpose of calculating overtime charges Generating billable details can be complex so be sure you understand the process before starting
175. uble ticket count within the time range and closed trouble ticket count within the time range Expire Accounts Changes currently suspended accounts to Cancelled and changes Cancelled accounts to Deleted based on the specified number of days since the accounts were last modified Cancel accounts that have been suspended for Changes accounts to Cancelled status if they have been in Suspended status for more than the specified number of days e Delete accounts that have been cancelled for Changes accounts to Deleted status if they have been in Cancelled status for more than the specified number of days Complete Action set to No When Complete Action is set to No and you click Generate Report itapp generates a test report that lists the accounts that will be affected as well as their new status This does not commit any of the changes Complete Action set to Yes When Complete Action is set to Yes and you click Generate Report all changes are committed itapp User Manual v03_12 00 RO1 78 o CHAPTER 5 REPORTS do Cancellation Reasons Lists the Cancellation Reasons during the selected date range for the chosen individual office or provider Gives rapid access to the last associated customer care ticket of issue type Cancellation Demographic Report Provides demographic information for end user accounts in a specified provider or office Options include being able to sort by Username Postal Zip Code or Payment Method
176. ully an Action Completed message appears Table 23 Account Management Service Dialog Box Fields Field Information Service Name e Service Name mandatory The name must be unique across all services within the same office The name cannot be the character If the Service Name does not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard e The service name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank Service Summary Service Summary is an optional field where you can record general notes Service Group The purpose of Service Group is discussed in Section 6 2 8 itapp User Manual v03_12 00 RO1 108 o CHAPTER 6 CONFIGURATION do 6 2 16 Define Simple Service Simple Services are services that are only identified by the host Newsgroup access is an example of a Simple Service To define a simple service 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and Simple Service and then click Select Office The Simple Service dialog box appears 3 Enter information following the guidelines in Table 24 4 Click Save Service If the Simple Service was defined successfully an Action Completed message appears
177. unt dialog box and click Save Changes itapp User Manual v03_12 00 RO1 127 o CHAPTER 6 CONFIGURATION do 6 4 Administrators 6 4 1 Create Permissions The Create Permissions feature allows an Administrator to create administrative privileges for a specific user An Administrator is an account that can access the administrative sections of itapp For a new Administrator to be created properly the following criteria must be met e The person creating the Administrator must have access to perform the selected action for the chosen office and for the chosen provider e The office must be an office of the selected provider If these criteria are not met the Administrator will be created and they will have access to the Administrator s menu but will not have access to any itapp administrative functions To create administrative permissions 1 Click Configuration gt Administrators gt Create Permissions The Create Permissions dialog box appears 2 Type the full email address username of the account to which you want to assign administrative privileges 3 Select the Action that this individual requires administrative access to To select more than one Action at a time press and hold the Ctrl key while clicking on the Actions you want 4 Select the provider that you are granting administrative access to 5 Select the office that you are granting administrative access to You cannot select more than one off
178. ure to e Enter up to 15 aliases alternate email addresses for an account This causes mail that is sent to the aliases to be directed to the specified account You cannot create an alias with the same name as another valid account in the system NOTE You can add a catch all alias that receives all emails that are addressed to a domain but where the user named in the address does not exist For example if Frank abc com has the alias abc com set up in his account he will receive any email sent to oe abc com even though J oe abc com does not exist Only one account per domain can have the catch all alias set up e Enter one or more Forward To addresses for any email account This redirects incoming email from the current account to another account or accounts without leaving email in the current account Email can be forwarded from any itapp account to any email address on the Internet e Enter one or more CC To addresses for any email account This keeps a copy of incoming mail in the current mailbox and forwards a copy to the CC To address or addresses To create an alias 1 Type a username in the itapp Menu text box 2 Click Accounts gt Alias Manager The Edit Aliases dialog box appears 3 Enter up to 15 aliases in the fields provided one alias per line e An alias must use the format userid domain com e The domain used in the alias must exist in itapp before the alias will be accepted
179. us Protection Indicates whether this service will scan email for viruses before end users receive it or send when authenticated SMTP is used Spam Configuration This portion of the dialog box is used to configure spam filters 6 2 13 Define Personal Website Use the Define Web Service feature to assign a web service to a Plan gt To define a web service 1 Click Configuration gt Offices gt Define Service The Define Service Dialog box appears 2 Select an Office and the Personal Website Service and then click Select Office The Personal Website dialog box appears 3 Enter information following the guidelines in Table 21 4 Click Save Service If the web service was defined successfully an Action Completed message appears Table 21 Personal Website Dialog Box Fields Page 1 of 2 Field Information Service Name e Service Name mandatory The name must be unique across all services within the same office The name cannot be the character If the Service Name does not follow these rules one of the following Error Messages appears e Service Name is mandatory and cannot be a wildcard e The service name is a duplicate Please choose a different name Service Description Service Description is displayed in other dialog boxes and reports Therefore this field should not be left blank itapp User Manual v03_12_ 00 RO1 105 o CHAPTER
180. user s next session If this feature is set it overrides all other Radius settings and restricts time online to the settings in the Radius Restrictions dialog box gt To edit Radius Restrictions 1 Type a username in the itapp Menu text box 2 Click Accounts gt Edit Radius Restrictions The Radius Restrictions dialog box appears 3 Select a Radius Service and click Select This Radius Service The Radius Restrictions dialog box appears 4 Enter an Initial Time This is a recurring block of time that the end user is allowed to be online 5 Enter a Remaining Time If you do not set the Remaining Time itapp considers the time to be 0 and the end user will not be able to log in 6 Select a Reset Time interval At the end of this interval the Remaining Time is reset to the value of Initial Time 7 Click Save Changes itapp User Manual v03_12 00 RO1 30 e CHAPTER 2 ACCOUNTS do 2 14 Edit Radius Times The Edit Radius Times feature enables you to add time to an account Bulk Time and it displays the amount of Bank time currently available Bank Time is time that the end user hasn t used and that is carried over for later use Bank time is defined when Radius Services are defined See Section 6 2 1 Create Office on page 88 When an end user is online free plan time is used first followed by Bank Time followed by Bulk Time depending on whether the session time is chargeable To edit Radius Times 1 T
181. ype a username in the itapp Menu text box 2 Click Accounts gt Edit Radius Times The Edit Radius Times dialog box appears 3 Select a Radius Service and click Select This Radius Service The Radius Times dialog box appears 4 Enter an amount in the Bulk Time field and click Save Changes A Done Form appears showing the amount of Bank Time and Bulk Time available in the account itapp User Manual v03_12 00 RO1 31 e CHAPTER 2 ACCOUNTS do 2 15 DHCP Manager The DHCP Dynamic Host Configuration Protocol Manager works with the DHCP Group configuration to set up static IP addresses for DHCP end users because these end users do not authenticate in the same way that dialup end users do The DHCP Manager can also be used to identify known MAC addresses hardware addresses that uniquely identify each node of a network if the DHCP Group was set up to only allow known hosts to be delegated IP addresses Each account can have up to 5 computers on its network gt To set up IP addresses for DHCP end users 1 Type a username in the itapp Menu text box 2 Click Accounts gt DHCP Manager The Edit DHCP Properties dialog box appears 3 Add the Hostname MAC Address and Static IP for the end user if required If only the MAC Address is being recorded as a known address enter the MAC Address only 4 Select the DHCP Network 5 Click Save DHCP Properties itapp User Manual v03_12 00 RO1 32 e CHAPTER 2 ACCOUNTS do 2 16

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