ENTERPRISE INSTANT MESSENGER

Transcription

1 1 OnSemble: Enterprise Instant Messenger Administrator s Guide ENTERPRISE INSTANT MESSENGER ADMINISTRATOR S GUIDE Page 1

2 2 OnSemble: Enterprise Instant Messenger Administrator s Guide Table of Contents FAQs... 3 Q: Can I log into EIM in more than one location at a time?... 3 Q: Can I send messages to users who are offline?. 3 Q: Can I customize the sounds that occur when I receive a new message?... 3 Introduction... 3 Core Enterprise Instant Messenger Concepts... 3 Objects... 3 EIM Client... 3 Message... 3 Conference... 3 Expert Locator... 4 Prohibited Words... 4 People... 4 Registered User... 4 Expert... 4 Islands...5 Audit EIM Messages...5 My EIM Messages...5 Recommended Implementation Steps... 6 Step 1: Setup Server Policies... 6 Step 2: Register Users... 6 Step 5: Install EIM Client...7 Step 6: Train Staff Members... 8 Manage Server Policies... 9 Idle Policy... 9 Message Size Policy... 9 Server Logging Policy... 9 Prohibited Word List Organizational Away Messages File Transfer Policy Server Settings Manage EIM Users Registering New Users Viewing User Tracked Messages Setting User Policies Manage Expert Locator Creating and Editing Expert Areas Setting Expert Users Editing Expert Users Manage User Policies Tool Reports Tracked Messages Report Server Log Report Step 3: Set User Policies... 6 Step 4: Configure Expert Areas... 6 Page 2

3 3 OnSemble: Enterprise Instant Messenger Administrator s Guide FAQs Q: Can I log into EIM in more than one location at a time? A: Yes! If you re using EIM v5.0, you will be able to log into multiple locations without any issues. Q: Can I send messages to users who are offline? A: Yes! When that user logs in again, they will see that they ve received messages while they were not logged in. Q: Can I customize the sounds that occur when I receive a new message? A: Yes! From the Notifications tab of the EIM Client User Preferences, you will be able to select a sound to play when new messages are received and when users come online. New sounds may be uploaded to completely customize your experience. Introduction Welcome to the Enterprise Instant Messenger Administrator s Guide. The purpose of this guide is to assist the Administrator in configuring and maintaining the back end of the Enterprise Instant Messenger (EIM) Module. This will include how to manage the user list as well as configuring both user and server policies. Core Enterprise Instant Messenger Concepts Below, you will find several terms, key people, and concepts that will be important to understand for managing the Enterprise Instant Messenger Module. Objects EIM Client The EIM Client is the program that end users will run on their individual workstations to log into the EIM system. This is separate from the Portal in your internet browser, and it will be required to send and receive messages. Message Messages are direct communications between two users. Sending and receiving messages is the primary function of the EIM Module. These individual messages can be tracked and exported by the Portal Administrator. Conference A Conference is a series of messages that are sent to multiple different users at the same time. Conferences are created by a single user, and then more users are invited to join and participate in the conference. Any message that is sent to this conference will be seen by any participant of the conference. Page 3

4 4 OnSemble: Enterprise Instant Messenger Administrator s Guide Expert Locator The Expert Locator is a convenient way to get a specific question answered, if you re not sure who to contact. You may have Experts in several different areas at your Organization, such as Photoshop Experts. Experts within this specific area might consist of people in your Marketing department, or additional Adobe-savvy individuals who can help answer questions about that specific Expert Area. Sending a message to an Expert Area will select an available user who has been identified as an Expert for that area, and send your message to them. Prohibited Words In the EIM Module, the Administrator can set a list of words that are prohibited. This Prohibited Word list generally consists of inappropriate or offensive terms that you may not wish to see in the workplace. Words added to the Prohibited Word list will be squelched by the EIM Module, and show as [Prohibited Content] when a message is sent containing them. People Registered User A user who has been registered with EIM will be allow to participate in sending or receiving messages. Expert Those individuals who have been identified as an Expert within EIM may receive special messages from time to time. The EIM Module allows the Administrator to create different Expert Areas, and assign multiple Experts to them. When sending a message to an Expert Area, EIM will select an available Expert from that Area to deliver it to. Page 4

5 5 OnSemble: Enterprise Instant Messenger Administrator s Guide Islands Audit EIM Messages This island allows the Administrators or Supervisors to pull a report for any user and view the messages they ve sent, as well as ones they have received. My EIM Messages With this island, users will be able to keep track of their own sent and received messages. Because this is a My island, it will only display content that is relevant to the user who is logged in. Page 5

6 6 OnSemble: Enterprise Instant Messenger Administrator s Guide Recommended Implementation Steps Each organization has their own take on how a new software should be deployed. Below, you will find some recommended steps that we ve found particularly helpful when it comes to rolling out the Enterprise Instant Messenger module. Step 1: Setup Server Policies The first step in our recommended implementation process is to configure each of the different server policies. Doing so will determine how your users will ultimately use the Enterprise Instant Messenger. For more information on where to find the details for this step, see the Manage Server Policies section in this guide. Work your way through each of the tabs within the Manage Server Policies module tool, configuring each individual section to your Organization s specifications. Step 2: Register Users The next step of the recommended implementation process involves registering the users in OnSemble, so that they can log into the Enterprise Instant Messenger module. Instructions on how to do this can be found in the Manage EIM Users section of this guide. This step will determine which users can send and receive messages within EIM. Step 3: Set User Policies Next, we will need to determine if any of our registered users will need special restrictions. Visit the Setting User Policies section of this guide for more information on how to do this. This particular step of the rollout process is important if any of your registered users will need to have some of the features disabled, such as being able to transfer files or screenshots with the EIM module. Step 4: Configure Expert Areas Expert Areas and Expert Users can make the EIM module really shine. More information on how to configure these can be found in their respective areas in this guide further below. The intention of this step is to determine which areas of your organization would benefit from having an Expert Area, and then setting it up with Experts. You can have as many Expert Areas as necessary, and multiple people can be Experts of multiple different Expert Areas. Page 6

7 7 OnSemble: Enterprise Instant Messenger Administrator s Guide Step 5: Install EIM Client Each individual workstation where registered users will be logging into the EIM module will need to have the EIM Client installed on it. Some organizations choose to do this one of two different ways; either the Administrators/IT Staff will assist each user with their installation, or each user will handle the installation on their own computers. The Client Installer can be found on the Portal Server in the following location: C:\Program Files\Passageways\Enterprise Instant Messenger\pweimclient_ msi This file can be distributed amongst your users for everyone to install on their workstations. 1. Click Next 2. Click Accept 3. Click Next 5. Type the URL of your Portal 4. Click Next 6. Click Next Page 7

8 8 OnSemble: Enterprise Instant Messenger Administrator s Guide 7. Click Install 8. Click Finish! Step 6: Train Staff Members The last step of the recommended implementation process is to ensure all of your users understand how to utilize the Enterprise Instant Messenger. Please feel free to make use of the Enterprise Instant Messenger User s Guide. The User Guide will be an excellent reference, so all of your registered users can begin communicating effectively with the EIM module. Page 8

9 9 OnSemble: Enterprise Instant Messenger Administrator s Guide Manage Server Policies All of the Server Policies for EIM can be managed by navigating to Module Tools > Enterprise Instant Messenger > Manage Server Polices. Here, you will see several different tabs for configuring some of the more intricate components of the module. Idle Policy The first tab of this list is Idle Policy. Here, we will be able to configure how many minutes will pass before a user is marked as Idle in the EIM Client. If your organization does not wish to use the Idle status, the checkbox shown here can be disabled to reflect that. 1. Click to enable/disable Idle Status 3. Click OK to save changes. 2. Configure Idle Timer Message Size Policy The next tab for Server Policies grants us the ability to limit how large a single message can be before it is truncated. The checkbox can be used to enable or disable this limit, and the textbox below can be configured to set the number of characters allowed in a message. 1. Click to enable/disable message limit 3. Click OK to save changes. 2. Configure message limit Server Logging Policy Enabling Verbose Logging for the EIM module will assist our technical support team, if an issue were to arise. This is typically disabled by default, and only enabled when performing troubleshooting. Enabling this feature will fill the log files full of extra detailed data. 2. Click OK to save changes. 1. Click to enable Page 9

10 10 OnSemble: Enterprise Instant Messenger Administrator s Guide Prohibited Word List On this tab, we will be able to configure the list of words that will be automatically filtered out whenever they re spoken in a message or conference. To add a new word to this list, simply type it into the text box and click Add. Don t forget to click OK to save your word list. 3. Click OK to save changes. 1. Type in new word 2. Click Add Organizational Away Messages Organizational Away Messages are available to all users within the EIM system. Using this tab, we will be able to configure a list for everyone to use. Simply type the name of the away message, and then provide a short message that will automatically be sent when this status is selected. Click Add to add this message to the list, and then click OK to save the list. 1. Type name of new away message 2. Type message contents 3. Click Add 4. Click OK to save changes. Page 10

11 11 OnSemble: Enterprise Instant Messenger Administrator s Guide File Transfer Policy The File Transfer Policy tab allows the Administrators to control a few details regarding policies when sending files between users in the EIM Module. The checkbox can be enabled or disabled to enforce a size limit on any file transfer, and the textbox just below it can be used to set what that limit would be. We will also be able to restrict certain file extensions from being transferred within EIM by using the Prohibited Extension field. Just type in the desired extension, such as.zip, and click the Add button. 1. Click to enable/disable limit 2. Configure size limit 5. Click OK to save changes. 3. Type new extension 4. Click Add Server Settings The last tab of this series is where the Administrator will be able to configure which port on the network that will be used for the EIM Module. Whichever port we select in this field will need to be opened on your network s firewall. This particular step will require the aid of your organization s IT department. If you are experiencing any difficulties connecting to the EIM client, have your IT team ensure the port listed in this field has been properly opened in the firewall, or update the field to reflect a port that has already been opened. 1. Configure server port 2. Click OK to save changes. Page 11

12 12 OnSemble: Enterprise Instant Messenger Administrator s Guide Manage EIM Users You will find the Manage EIM Users tool by navigating to Module Tools > Enterprise Instant Messenger > Manage EIM Users. From here, the Administrator will be able to register new EIM users, view their tracked messages, and set special policies for each user. Registering New Users To be able to log into the EIM Client, a user must first be registered by an Administrator. This can be done right from the Manage EIM Users tool. First, click on Register Users. Next select the desired users from the left column, and move them to the right column using the Register button. Click OK to save your registered user list. 1. Click Register Users 2. Select User(s) to register 3. Click Register 4. Click OK to save Page 12

13 13 OnSemble: Enterprise Instant Messenger Administrator s Guide Viewing User Tracked Messages The Manage EIM User tool will allow Administrators to see messages that have been sent between users. To view this list, just open the dropdown menu next to the desired username, and choose Tracked Messages from the list. The list of messages that appear can be further filtered by date, or specific keyword using the search textbox. Clicking the Export button will generate a Microsoft Excel document of the filtered list of messages. 1. Click the dropdown menu Filter Options 2. Click Tracked Messages Click to Export Search Messages Setting User Policies Individual user policies can be set by using the dropdown menu next to the username in the Manage EIM User tool, and then selecting User Policies. Enable Screenshot Transfers: If enabled, this user will be able to send screenshots to another user, using the EIM Module. 1. Click the dropdown menu 2. Click User Policies Enable File Transfers: If enabled, this user will be able to transfer documents to other users within the EIM Module. Audit File Transfers: If enabled, the files that are transferred by this user will be tracked in the Tracked Messages location of the EIM Module. Restricted User: Users who are added to this list will be restricted. This means the user we re editing cannot send messages to anyone within this list. Page 13

14 14 OnSemble: Enterprise Instant Messenger Administrator s Guide Manage Expert Locator The Expert Locator can be found by navigating to Module Tools > Enterprise Instant Messenger > Expert Locator. With this tool, Administrators will be able to create and manage areas in the organization where Experts are needed. Creating and Editing Expert Areas To create a brand new Expert Area, simply click the button labeled Add Expert Area. Next, type in the name and the description of your new area, then click OK when you are finished. 1. Click Add Expert Area 2. Type name and description of Expert Area 3. Click OK to save Setting Expert Users After the Expert Area has been created, we will need to assign Experts to it. This is done by selecting the dropdown menu next to the newly created Expert Area, and clicking Expert Users. Next, click the Add Expert User button, and use the selection tool to choose the experts for this area. Click OK to save your selection. 1. Click Dropdown Menu 3. Click Add Expert User 2. Click Expert Users Page 14

15 15 OnSemble: Enterprise Instant Messenger Administrator s Guide 4. Select Expert Users 5. Click Add 6. Click OK to save Editing Expert Users After assigning Expert status to users within an area, you may notice a column for Priority and Max Conversations. These can be edited for any user by clicking the dropdown menu and selecting Edit Expert User. Priority The Priority refers to the order in which Experts will receive messages. For example, Experts marked as Priority 1 will receive messages before an Expert who is marked as Priority 2. To randomize the order in which Experts will receive messages, set all Experts to Priority Click Dropdown Menu 2. Click Edit Expert User Max Conversations The number of Max Conversations represents how many concurrent conversations that can be open at one time, before the EIM Module will choose another Expert to send incoming messages to. Page 15

16 16 OnSemble: Enterprise Instant Messenger Administrator s Guide Manage User Policies Tool The Manage User Policy tool can be found by navigating to Module Tools > Enterprise Instant Messenger, Manage User Policies. This tool functions very similarly to setting policies for individual users, but it allows the Administrator to set policies for multiple different users at the same time. Simply select which users you would like to edit in the user-selection tool, enable/disable the policies in the list, and click Apply to save the changes. 1. Select User(s) 2. Click Add 3. Adjust Policies 4. Click Apply Enable Screenshot Transfers: If enabled, these users will be able to send screenshots to other users using the EIM Module. Enable File Transfers: If enabled, these users will be able to transfer documents to other users within the EIM Module. Audit File Transfers: If enabled, the files that are transferred by these users will be tracked in the Tracked Messages location of the EIM Module. Page 16

17 17 OnSemble: Enterprise Instant Messenger Administrator s Guide Reports There are two reports for the Enterprise Instant Messenger module. They can be found by navigating to Reports > Enterprise Instant Messenger. Tracked Messages Report Similar to viewing the tracked messages of individual users, the Tracked Messages Report found in this location will allow the Administrator to view all sent and received messages from all users in OnSemble. This report can be filtered by specific key word, or by using the date range fields to narrow the results. This list of messages can also be exported into a Microsoft Excel document for your convenience. Server Log Report The EIM Server Log Report will generally be used by the Passageways Technical Support team if any issues were to arise with the EIM Module. These logs will post important information for troubleshooting, as well as keeping track of the event history. Entries in this report can be filtered further by using the search textbox, date ranges, and types. These entries can also be deleted, if they are no longer needed. Page 17

18 18 OnSemble: Enterprise Instant Messenger Administrator s Guide Take Note! Information in this document, including URL and other Internet Web Site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations, products, domain names, addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real company, organization, product, domain name, address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Passageways, LLC Passageways, LLC. All rights reserved. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Last Updated February 29, 2016 Page 18