SMS Duty Alert User Manual - Business Messaging Services Manuals
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1. GRAPEVINE T E R GRAPEVINE INTERACTIVE SMS Duty Alert User Manual SMS Duty Alert User Manual Table of Contents Uer 3 CAE ING oA EN 4 TUPO E ctgueretniaos tee E S E E cat dean E aron tian dete enor ante ee 5 SETUP ROLE aene E A E E EE E EE 6 SETUP OPERATOR aranna AE NAA E A E EEA EAE AEE AA AEAN A E AER E EAEE 7 ADD AND VIEW CALENDAR ENTDIES errn r rrr t trenn E AAEE EEEEEEE EEEE EEEE EEEn 8 TEST YOUR ROSTER GETUP ee 9 CONFIGURE YOUR SYSTEM TO POST XML TO SMS DUTY ALERTE 10 REPORTIN eE E E NT 11 MESSAGES FROM SMS DUTY ALERTE 11 DUT LI SE 11 QUERY Rlbte d let CAE 12 UE AY WHO S ON DUTY E 12 QUERY SYSTEM FOR AN OPERATOR ODAY saasnnnnenonnnnnnnnnrnrrnnonrrrnrrrrnrnr rnrn rn tonerra neron rr nEn nr narenn nanne nn 12 Ke EE 13 CONT U EE 14 FOR MORE INFORMATION sitccendescitenedcntesedenctdtacsudsnsscuscatentivesdeaadancts ance vd dalensuecatansdnedcbadussaabadsvdcanedancsasendans 14 Sei 14 SMS Duty Alert User Manual rel 2 2 Page 2 of 14 Welcome Welcome to SMS DutyAlert SMS DutyAlert intelligently routes alert messages from a monitored system to a person on duty DutyAlert routes the messages based on a Duty Roster which combines operator date time and message origin An overview of SMS DutyAlert is in the figure below 1 Corporate monitoring system sends alert message using XML over HTTP 2 SMS DutyAlert selects recipient s and sends SMS message s Corporate System DutyRoster Monitoring G2. Page 12 of 14 FAQ What is the system s URL You should have received an e mail with the URL your username and your password when Grapevine Interactive provisioned you on the system If you ve forgotten any of this information contact Grapevine Interactive s support desk SMS Duty Alert User Manual rel 2 2 Page 13 of 14 Contact Us FOR MORE INFORMATION Contact Cape Town T 27 0 21 702 3333 F 27 0 21 702 3334 Address Grapevine Interactive SA Grapevine House Steenberg Office Park Silverwood Close Tokai 7945 Johannesburg T 27 0 11 513 3534 3219 F 27 0 11 388 2733 Grapevine Interactive SA Fourways Business Centre Design Quarter Leslie Avenue Fourways FOR SUPPORT Contact The Call Centre Phone local 021 702 3333 Phone International 27 21 702 3333 Email support vine co za SMS Duty Alert User Manual rel 2 2 Page 14 of 14
3. Start Date 2006 10 23 End Date 2006 10 23 System Customer Database on Postgresql Component All Operator Lindiwe Sisulu Shifts Duty System Comoponent Operator Role No Entries match your request please try again SMS Duty Alert User Manual rel 2 2 Page 11 of 14 Query DutyRoster via SMS You can query the duty roster via an SMS to a standard rate short code in two ways e who s on duty for a system and component on a date e the system and component for which someone is responsible today QUERY WHO s ON DUTY 1 Send an SMS with the DUTY lt AFFILIATE_CODE gt lt SYSTEM gt lt COMPONENT gt lt DATE gt format shown on the right to 31225 Example Note if your system name DUTY ABCOO1 CUSTOMERDB ALL 24 10 2006 or component name contains spaces this query will fail 2 The system returns a LINDIWE SISULU 27821234567 is monitoring CUSTOMERDB ALL on message with the format 24 10 2006 shown on the right to your phone QUERY SYSTEM FOR AN OPERATOR TODAY 1 Send an SMS with the DUTY NAME lt AFFILIATE_CODE gt lt OPERATOR_NAME gt format shown on the right to 31225 Example Note if the operator name DUTY NAME ABCOO1 LINDIWE contains spaces this query will fail 2 The system returns a LINDIWE 27821234567 is monitoring CUSTOMERDB ALL on message with the format 24 10 2006 shown on the right to your phone SMS Duty Alert User Manual rel 2 2
4. gt Component Management Affiliate Mame Grapevine Interactive Component SMS Duty Alert User Manual rel 2 2 Page 5 of 14 Set Up Roles Roles help you to organise your staff in groups 1 Click the ROLES link Management below the Management i Log tab SYSTEM ROLES TRIGGER 2 The application lists the existing roles and to adda Role Management O O new role you enter its name in the text box and you click SUBMIT Affiliate Hame Grapevine Interactive Affiliate Code 222022 Add Role First line support SUBMIT Manage existing Rales Roles Standby DELETE SMS Duty Alert User Manual rel 2 2 Page 6 of 14 Set Up Operators The operators are the people who will receive alert messages Log 2 The application lists the EE existing operators and to a a add a new role you click the ADD OPERATOR link Add Operator below the Operators tab Enter th rator 3 er SE ac Affiliate Name Grapevine Interactive information and click E SUBMIT Afiliate Code 44022 Note If the operator name contains spaces Required fields DutyRoster s SMS query Hamer Lindiwe Sisulu function see Query System for An Operator Email Address lindivwem neutech com Today on page 12 will fail Mobile Number yoo4oga567 Work Number 9o4 555 se59 Home Mumber Deg GUBbITITKEohHCEL SMS Duty Alert User Manual rel 2 2 Page 7 of 14 Click the Calendar tab The application show
5. when you registered to use the system If you don t have a user name and password yet contact customer care and they will send the details to you Click the SMS DutyAlert link under the My Products heading The application lists all the affiliates for which you registered and you click the MANAGE link next to the affiliate for which you want to set up duty alerts The application displays the current list of systems and to add a new system you enter its name in the text box and you click SUBMIT Your new system appears in the list of systems Note If the system name contains spaces DutyRoster s SMS query function see Query Who s On Duty on page 12 will fail When you create a new system the application automatically creates a component called all If you system consists of components that send alerts separately you can specify these components by clicking the MANAGE COMPONENTS link for your system and entering component names Note If the system name contains spaces DutyRoster s SMS query function see Query Who s On Duty on page 12 will fail Log L SYSTEM ROLES TRIGGER system Management a Affiliate Name Grapevine Interactive Affiliate Code 222027 Add System Mame Customer Database on Postgres SUBMIT Manage existing Systems System alan MANAGE COMPONENTS DELETE Log SYSTEM ROLES TRIGGER Component Management _ System Management
6. SMS Duty Alert Set your system up to send XML in the following format to the URL http gvrhapp4 vine co za 8080 httplnputhandler dutyRoster lt xml version 1 0 encoding UTF 8 gt lt errorTrigger gt lt date gt 2006 10 23T09 47 00 lt date gt lt system gt Customer Database on Postgresql lt system gt lt component gt All lt component gt lt affiliateCode gt ZZZ022 lt affiliateCode gt lt authenticationCode gt ALKJHBFDPI lt authenticationCode gt lt errorMessage gt lt CDATA Database down gt lt errorMessage gt lt role gt First line support lt role gt lt errorTrigger gt SMS Duty Alert User Manual rel 2 2 Page 10 of 14 Reporting MESSAGES FROM SMS DuTy ALERT 1 Click the Message Log Moa tab 2 Enter your filters and click Message Log SUBMIT Di Click VIEW next to a Affiliate Mame Grapevine Interactive message to display its details Gei Today D Custom Dates Last days Ser 2006 10 23 00 00 00 This Month End Date 2006 10 23 15 25 54 SUBMIT Error Logs page 1 Timestamp System Component 1 2006 10 23 14 11 00 EEN VIEW Postgresgl 2006 10 23 07 41 33 2006 10 23 04 25 03 VIE VIE VIE WW g 2006 10 29 eege Jl aen DUTY LIST 1 Click the Calendar tab 2 Click the DUTY LIST link CALENDAR ADD CALENDAR ENTRIES DUTY LIST below the calendar tab 3 Enter your filters and click SUBMIT Affiliate Name Grapevine Interactive Affiliate Code 222022
7. filiate Mame Grapevine Interactive Note the authentication Affiliate Code 222022 code is case sensitive Required fields Timestamp 2006 210 M 23 M 14 M 11 wb Systemi Customer Database on Postgresgl Component all w Affiliate Code 22727022 Authentication Code JHGPOLMYE Error Message Database down Role First line support wk View ah SUBMIT 4 You can view the XML that your system must send to create the same alert by clicking the View button lt date gt 2006 10 23T09 47 00 lt date gt lt system gt Customer Database on Postgresql lt system gt lt xml version 1 0 encoding UTF 8 gt lt errorTrigger gt If the lt messageOnly gt tag is set to true only the content of the lt errorMessage gt tag is lt authenticationCode gt JHGPOUYF lt authenticationCode gt sent out via SMS lt errorMessage gt lt CDATA Database down gt lt component gt All lt component gt lt affiliateCode gt ZZZ022 lt affiliateCode gt lt errorMessage gt lt messageOnly gt true lt messageOnly gt lt role gt First line support lt role gt lt f errorTrigger gt 5 On her cell phone Lindiwe Error lt error codes will see a test messagein Date 5006 10 23 14 11 00 na Ot met AOWA oystem Customer Database on Postgresg Component All Msg lt system generated message gt SMS Duty Alert User Manual rel 2 2 Page 9 of 14 Configure Your System to Post XML to
8. rapevine System System e g HP OpenView and WhatsUp Professional SMS DutyAlert User configures and views User Interface duty roster views reports Figure 1 SMS DutyAlert Overview SMS Duty Alert User Manual rel 2 2 Page 3 of 14 Getting Started To get started you must be registered to use SMS DutyAlert You will receive via email notification that you have been registered The email contains the following information Your authentication code used to test alerts You will have received this when you registered for SMS Duty Alert The URL for the Business Messaging Portal web site Your username and password for the Business Messaging Portal providing access to the Web User Interface and reporting The URL to which you applications must post their alerts Setting up DutyAlert for the first time involves the following steps SS 28 SS SY e Specify the external systems that will send messages to DutyAlert Create the roles that you need for the people who will receive the alerts Specify the operators their roles and their contact details Set up a duty roster to determine who receives messages when Test the alerts Configure you system to post the correct XML to the SMS DutyAlert URL SMS Duty Alert User Manual rel 2 2 Page 4 of 14 Set Up Systems You need to first create a system that will send messages to SMS DutyAlert 1 Log into SMS DutyAlert with the user name and password that you received
9. s the current month s calendar and to add a new entry you click the ADD CALENDAR ENTRIES link below the Calendar tab Enter the calendar information and click SUBMIT 4 Click the CALENDAR link to view the operators on duty for a selected date Note you can view only the current calendar month s days Add and View Calendar Entries Use this function to associate an operator with a system for a specified period Calendar Log CALENDAR ADD CALENDAR ENTRIES DUTY LIST Add Calendar Entries dE Afiliate Mame Grapevine Interactive Affiliate Code 222027 Required fields Start Time End Time Operator Role System Component SUBMIT BACE Log CALENDAR ADD CALENDAR ENTRIES DUTY LIST Calendar Affiliate Name Grapevine Interactive Affiliate Code 222022 Calendar Date Monday 23 October 2006 Operator List Shift 2006 10 23 00 00 00 2006 10 29 23 59 59 Role First line support System Component Customer Database on Postgresaql All Operator Lindiwe Sisulu Contact 0847147784 SMS Duty Alert User Manual rel 2 2 Page 8 of 14 Test Your Roster Setup Once you ve set up your systems roles operators and calendar entries you are ready to test the alerts 1 Click the Management tab Management Lo 2 Then click the TRIGGER J link below the SYSTEM ROLES TRIGGER Management tab f booo 3 Trigger Tester Enter the required information and click SUBMIT Af
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