Using the Telstra T-Suite Management Console. Customer Administrator s Reference Manual

Transcription

1 Using the Telstra T-Suite Management Console Customer Administrator s Reference Manual June 2011

2 Registering With TMC Notice Pivot Path is a registered trademark of Jamcracker, Inc. Registered trademark of Decho Corporation Registered trademark of Microsoft Corporation in the United States and/or other countries 2011 McAfee, Inc. All rights reserved. McAfee and/or other noted McAfee related products contained herein are registered trademarks or trademarks of McAfee, Inc., and/or its affiliates in the U.S. and/or other countries. Copyright 2011 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, Symantec.cloud and MessageLabs are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Java, J2EE, JAAS, JNDI and all references to the Java programming language are trademarks or registered trademarks of Sun Microsystems, Inc. in the U.S. or other countries. All other third-party trademarks are the properties of their respective owners. This documentation and software and all related documentation and examples are provided without any warranty, express or implied. The contents of this documentation are subject to change without notice. If you have any questions, please contact via: t-suite.support@team.telstra.com Phone: 1800 TSUITE ( ) Page 2 of 74

3 Registering With TMC Contents Registering With TMC... 5 Registering Your Company... 5 Registering Your Company while ordering a Service... 7 Completing Your Order Credit Card Billing Method Telstra Billing Method Service Promotions (Try or Buy feature) TMC User Interface User Interface Interactions Supported Browsers Using the Search Feature The TMC Home Page Administering Your TMC Account User Roles within TMC Managing User Accounts Adding Users to Your TMC Account Adding Multiple Users to TMC (Bulk Upload) Suspending Users Activating Users Editing Users Deleting Users Updating Company Details Updating Company Information Updating Credit Card Information Updating Billing Options Managing Your TMC Account Editing Your Profile Modifying Your Password Resetting Forgotten Password Managing Your Favourites Adding a Favourite to a Folder Managing Your Services Managing Service Subscriptions About Subscription Types Trial Subscription Term Subscription Assigning Users to Services Un-assigning a Service for a User (Option 1) Un-assigning a Service for a User (Option 2) Suspending a Service for a User Page 3 of 74

4 Registering With TMC Activating Suspended Services for a User Managing Service Subscriptions Assigning A Service To User(s) Increasing and Decreasing Subscriptions Managing Orders View Orders and Order Status Searching for an Order Placing an Order Editing an Order Order Details Tab Item Details Tab Order History Tab Order Flow Order Errors Mark Payment Trying Out A Service Offer Buying Your Trial Service Partner Code Management Changing Partner Information Domains Prerequisites Initiate and Register Your Domain Registering.au domains Transfer Your Existing Domain Prerequisites Managing Your Domain Account Cancel Domains Order More Domains Working with Reports Generating Reports List of Available Reports End Customer Services Order History End Customer Services Order Summary Console Login Report End Customer Login - Logout Report User Service Access Report Saved Orders Due For Service Activation Order Subscriptions (Increase/Decrease Quantities) Services Provisioning Page 4 of 74

5 Registering With TMC Registering With TMC The Telstra T-Suite Management Console (TMC) is a web-based administrative console, which acts as your gateway to your T-Suite services. Using the TMC, you can: Register as a T-Suite customer Create an account for your company Add other members of your organisation as TMC users Assign roles to your company s users Order and execute services Manage user services You can browse the Services Catalogue and shop for services without registering as a user. You will need to register your company with T-Suite only when you are ready to place your order. When you are ready to purchase a service from the Services Catalogue, T-Suite prompts you to register your company. When you register, an account is created for your company. The user who registers the company is assigned the Primary Administrator s role, by default. Once your account is created and activated, you can order and manage services for your company. As the Primary Administrator, you can also provision services to your company s users. Note that the Service Provider can proxy into your company s account and manage your users and services on your behalf. Once you select a service to purchase, you will be prompted to register as a customer. The following topics take you through the service selection, registration and order completion processes. For your convenience, the process has been listed out in three sections, as follows: Registering Your Company Registering Your Company while ordering a Service Completing Your Order Registering Your Company To register with T-Suite as a new user: Table Launch T-Suite in a browser window. 2. Click on the New User? Sign up link located at the top left corner of the Services Catalogue page or within the T-Suite login page. 3. Refer to the following table while filling out the form fields in the user registration page: Registering as a New User Fields Perform Lookup for ABN\ACN* Customer ABN Field Description Enter you ABN or ACN in this field. The ABN, ACN and Customer or Trading name field gets populated automatically using an ABN/ACN lookup. This field automatically displays your ABN as provided by the Australian Business Registry when you perform the ABN\ACN lookup. Page 5 of 74

6 Registering With TMC Fields Customer ACN Customer or Trading Name* Current Address* Confirm Address* Company Default Password* Field Description This field automatically displays your ACN as provided by the Australian Business Registry when you perform the ABN\ACN lookup. This field automatically displays your registered business name as provided by the Australian Business Registry when you perform the ABN\ACN lookup. Enter a valid, current address. This address will receive T-Suite notifications such as order status. Confirm your address in this field. The Default Company Password will be used as the temporary password for all new users within your company. When they first access the system, new users will be asked to change to a password of their own choice. Your passwords are case sensitive and must be at least 7 characters long with no spaces, and should contain upper case, lower case characters and digits. You should change your password every 180 days. You will be locked out after 5 failed login attempts. Confirm Company Default Password* Phone Number* Are you an existing Telstra customer?* Type the characters shown* Type your password again in this field. Note that you cannot cut and paste the password from the previous field. Provide your phone number in this field. Select Yes if your company is an existing Telstra customer. Select No if your company is not an existing Telstra customer. Enter the CAPTCHA text displayed in the box below. If the characters displayed in the box are not clear, click Try Another to view another captcha text. If the characters are not clear, click Try audio captcha link to hear an audio captcha. Enter the characters that you listen through audio captcha. If the audio is not clear, click Replay Audio to listen the same audio file again or click Try Another to listen to another audio CAPTCHA. I agree to the Terms and Conditions Select the I agree to the Terms and Conditions checkbox to continue with the registration process. 4. Click Register & Next>>. At this stage, the user registration process is complete. An confirming your company s registration is sent to you. This will contain a URL which you can use to automatically log in to T-Suite. 5. Once you ve logged in, TMC will prompt you to change your password from the Default Company Password and select a security question for the password. Page 6 of 74

7 Registering With TMC Registering Your Company while ordering a Service To register with T-Suite: 1. Launch T-Suite in a browser window. 2. Click the Purchase New Services link, located in the Administrators and Users section as shown in the following screenshot. The Services Catalogue is displayed. 3. From the Services Catalogue, browse the service that you want to order for your company. To order a service, you can click on any of the buttons, for example More Information, Choose Plan or on the Service Logo; the service details including offer information is displayed. 4. Click the Try or Buy button against the offer if a promotion is associated to the service offer, or click the Add to Cart button to buy the service. Your service offer is added to the Shopping Cart as shown in the following screenshot: Page 7 of 74

8 Registering With TMC Screenshot 1: Shopping Cart - Checkout Service Offer 5. Update the Subscription Quantity field with the number of subscriptions you want and click the Checkout button. Note: Selected services such as Domains, will not allow you to change the quantity. 6. When you click the Checkout button in the Shopping Cart, you will see the Customer Details page, as shown in the following screenshot. If you are an existing customer, you need to log in before you can proceed with your shopping. If you are a new user, you need to register as a T- Suite customer before you can continue shopping. Screenshot 2a: Customer Details Page - Existing Customer Login 7. If you are a new user, select the New customers please enter the following information option. Refer to the following table when filling out the form fields in the user registration page: Page 8 of 74

9 Registering With TMC Screenshot 2b: User Registration Page - New Customer Table 2. Fields User Registration Form Visual & Audio Captcha Field Description Perform Lookup for ABN\ACN* Enter you ABN or ACN in this field. The ABN, ACN and Customer or Trading name field gets populated automatically using an ABN/ACN lookup. Customer ABN This field automatically displays your ABN as provided by the Australian Business Registry when you perform the ABN\ACN lookup. Customer ACN This field automatically displays your ACN as provided by the Australian Business Registry when you perform the ABN\ACN lookup. Page 9 of 74

10 Registering With TMC Fields Customer or Trading Name* Field Description This field automatically displays your registered business name as provided by the Australian Business Registry when you perform the ABN\ACN lookup. Current Address* Enter a valid, current address. This address will receive T-Suite notifications such as order status. Confirm Address* Confirm your address in this field. Company Default Password* The Company Default Password will be used as the temporary password for all new users within your company. When they first access the system, new users will be asked to change to a password of their own choice. Your Passwords are case sensitive and must be at least 7 characters long with no spaces, and should contain upper and lower case characters and digits. You should change your password every 180 days. You will be locked out after 5 failed login attempts Confirm Company Default Password* Type your password again in this field. Note that you cannot cut and paste the password from the previous field. Phone Number* Provide your phone number in this field. Are you an existing Telstra customer?* Select Yes if your company is an existing Telstra customer. Select No if your company is not an existing Telstra customer. Type the characters shown* Enter the CAPTCHA text displayed in the box below. If the characters displayed in the box are not clear, click Try another to view another captcha text. If the characters are not clear, click Try audio captcha link to hear an audio captcha. Enter the characters that you listen through audio captcha. If the audio is not clear, click Replay Audio to listen the same audio file again or click Try Another to listen to another audio CAPTCHA. I agree to the Terms and Conditions Select the I agree to the Terms and Conditions checkbox to continue with the registration process. 8. Click Register & Next>>. At this stage, the user registration process is complete. An confirming your company s registration is sent to you. This will contain a URL which you can use to automatically log in to T-Suite. 9. Once you ve logged in, TMC will prompt you to change your password from the Company Default Password and select a security question for the password. Page 10 of 74

11 Registering With TMC Completing Your Order When you click Register & Next>>in the Customer Details page, the user registration process takes place in the system and you will be able to proceed with order completion. As you have already selected the service that you want to order, you will be shown the Confirm Order page, as shown in the screenshot below: 1. In the Confirm Order page, you can view a summary of your service selection. In this page, you can do the following: Click Place Order to continue with order completion. Click Save Order to save your order for now. You can place your order from the Manage Orders page after you log in, or add more services to your order before placing it. Click Browse more Services to go back to the Services Catalogue. Your selected offer will be stored in your shopping cart while you browse. Click Cancel to exit the shopping cart. If you exit the shopping cart, the order management process is stalled. However, the selected service will be retained in the cart for future processing. Screenshot 3: Shopping Cart - Confirm Order 2. In the Confirm Order page, provide the following information: Service Activation Date: Click the Calendar icon to select the date on which you want your selected services to be activated. The service activation date is the date on which your order will be fulfilled. Sales Reference or Partner Code: If you are a Sales Agent, provide your Sales Reference/Partner Code in this field and click Check. Your Sales Reference code can comprise of alphanumeric characters and must be less than 30 characters long. 3. Click Place Order to proceed with order completion. The Terms and Conditions page is displayed, as shown in the following screenshot: Page 11 of 74

12 Registering With TMC Screenshot 4: Terms and Conditions 4. Select the Accept option and click Continue>> to proceed. 5. The Billing Method page is displayed. You can choose to pay either by Credit Card, or via the Telstra Bill (TBill). In the Billing Method page, select one of the following options: Pay by Credit Card Pay by Telstra Bill If you select Credit Card as your billing method, your order will go through immediately and your services will be provisioned as ordered. However, if you select TBill as your payment method, your order details are kept on hold until your TBill is approved by Telstra. Page 12 of 74

13 Registering With TMC Credit Card Billing Method 6. If you select the Pay by Credit Card option, you will be prompted to provide your credit card information, as shown in the following screenshot: Screenshot 5: Billing Method - Credit Card Page 13 of 74

14 Registering With TMC Table 3. Fields Credit Card Information Field Description Credit Card Supported Credit Card Number* Telstra supports Visa, MasterCard, and American Express cards. Provide your 16 digit credit card number CVV2 Code* Expiration* (Month/Year) First Name* Last Name* Mailing Address Billing Address Enter the CVV2 code that s printed on the back of your credit card, or on the front of your credit card if you are using an American Express. Using the Select Month and Select Year drop-down lists, select the expiry period of your credit card. Provide the first name as mentioned on the credit card. Provide the last name as mentioned on the credit card. Provide your mailing address in the fields provided. Select your Country and State from the drop-down lists. If you are within Australia, provide a 4 digit Australian postcode. If your billing address is the same as your mailing address, select the Same as Mailing Address option. If not, provide your billing address in the fields provided. Page 14 of 74

15 Registering With TMC Telstra Billing Method 7. If you select the Pay by Telstra Bill option, you will be prompted to provide your TBill details, as shown in the following screenshot: Screenshot 6: Billing Method - Telstra Page 15 of 74

16 Registering With TMC Table 4. Fields Telstra Bill Details Field Description Telstra Account Number* This is your Telstra Account Number which appears at the top-right corner of your Telstra bill. Authorised Representatives Details I confirm I am an Authorised Representative for Telstra account. Title* First Name Last Name Position* Telephone Mobile Select this option if you are an authorised representative of this Telstra Account. An authorised representative is a user who is authorised to use this Telstra Account to purchase services. Provide your title, for example Mr, Mrs. The first name that you provided in the registration page is displayed here. The last name that you provided in the registration page is displayed here. Provide your position within your company in this field. Provide your telephone number. Provide your mobile number. Security Check Date of Birth* Drivers License Telstra Bill Password Click the calendar icon and select your date of birth. Provide your driver s license number in this field. Provide your Telstra Bill Password in this field. Billing Address Billing Address Provide your mailing address in the fields provided. Select your Country and State from the drop-down lists. If you are within Australia, provide a 4 digit Australian postcode. When you have completed configuring your selected billing method, click Next. 8. At this stage, you might be asked to provide some service-specific additional information. Provide the required information and click Finalise to proceed to the Order Receipt page. 9. The Order Receipt page displays your order details, item details and order history. 10. Your order is now completed. From the Order Receipt page, you can navigate to the Manage Orders page to view your order details. However, in order to view your order in the Manage Orders page, you will need to log in to the TMC. In the Manage Orders page, you can manage pending orders. In the Manage Services page, you can manage your subscriptions. Page 16 of 74

17 Registering With TMC Once your order is complete, you will receive an with order confirmation details. Once the service is provisioned, you will receive another , informing you of order fulfilment, including information on how to use the service. Important Note: You can order a service offer from different services, but no more than one service offer from a service. Service Promotions (Try or Buy feature) T-Suite offers a promotional trial option for selected services from time to time. Use the Services Catalogue to find the service. To select a service, click the service name; the service details including offer information is displayed. Screenshot 7: Try or Buy If you want to try the service free for a limited period, click Try. If you want to buy the service, click Buy. On the Shopping Cart page, the Subscription Quantity field displays the number of subscriptions. When you click Checkout in the Shopping Cart, the Customer Details page is displayed. If you are an existing customer, log in using your credentials. If you are a new customer, specify your details and register to proceed to buy or try the service. Promote the trial subscription to a paid one At any point of your trial period, you can convert the trial subscription to a paid one. On the Users & Services--> Manage Services page, the header row lists all the available services. Select the service to see the service details. On the Service Details page, click Buy Service Now corresponding to the service. Page 17 of 74

18 Registering With TMC Screenshot 8: Buy Service Now Tip: The service promotions are only available on selected services. Speak to T-Suite customer support to find out which services have promotional offers. Page 18 of 74

19 TMC User Interface TMC User Interface The Telstra T-Suite Service Management Console s user interface has been designed to give you a smooth online shopping experience. This section comprises the following topics: User Interface Interactions Supported Browsers Using The Search Feature The TMC Home Page User Interface Interactions Please note the following features with regard to TMC: Filling out forms: Fields noted with an asterisk (*) are required. Do not use the Back button in your browser while completing forms and multi-step tasks. Selecting items in a table to take a bulk action: the user interface supports bulk action for all items on a single page. Multi-page tasks using wizards: data does not cache. On each page, click Next to save and continue. Supported Browsers TMC is only supported for computers running Microsoft Windows operating systems with the following browsers: Microsoft Internet Explorer 7.0. Mozilla Firefox 4.0. Using the Search Feature The Search function does not support any wildcards. Wildcards and other non-alphanumeric characters are treated literally. All searches will return the complete results for a begins with type search. For example, entering the letter A will return all entries beginning with A. The TMC Home Page Once you ve registered with T-Suite and activated your registration, you can log into the TMC using your login credentials. When you log in, you will see the TMC home page, as shown in the following screenshot: Page 19 of 74

20 TMC User Interface Screenshot 9: The TMC Home Page The Home Page comprises the following tabs: Table 5. Home Page Tabs Page Name Home Services Catalogue Description Clicking the Home tab from any location within TMC takes you back to the Home Page. Clicking the Services Catalogue tab opens the Services Catalogue, where you can browse for services and order as required. Users & Services Tab Manage Services Manage Users Bulk Upload Company Information This page allows you to manage your services. You can manage your company s users in the Manage Users page. This page allows you to upload a list of users and automatically assign services to them. In order to upload users in bulk, download the bulk user template. Fill the template with details of the users that you want to upload, and click the Upload icon to upload the template. This page allows you to update the company information, change credit card information, and billing options for your company. Note that the updates you make in this page will override any company information that you entered during registration. Page 20 of 74

21 TMC User Interface Page Name Manage Orders Invoices Partner Code Management Description This page allows you to manage your company s orders. This page allows you to view your invoices. This page allows you to change the sales reference for your subscribed services. Personal Profile My Profile Change Password My Services Favourites This page allows you to make changes to your profile on T-Suite. This page allows you to change your login password. This page allows you to view your services. From this page, you can activate a service and change a service password. This page allows you to manage your favourite links. Click Add Favourite to add a link, or a page to your Favourites. Click Add Folder to create new folders to organise your Favourites. Reports Tab See Generating Reports on page 68 for information on how to run reports on the TMC, and the different types of reports that are available for your use. Page 21 of 74

22 Administering Your TMC Account Administering Your TMC Account This chapter describes the tasks that you can perform as the T-Suite administrator. This chapter explains general administration, role assignment and other administrative tasks. User Roles within TMC This section details the types of roles that you can create and manage using the TMC. The first user for your company that purchases services receives a T-Suite store account with the Primary Administrator role. The administrator can then create additional user accounts with either administrator or end user roles. The End User Role and Privileges Administrator Role and Privileges Assigning Primary Administrator Role The End User Role and Privileges The following table lists the privileges available to the end-user role: Table 6. End-user Privileges Privileges Change password Modify profile Manage Services My Services Help Description Change your password and password hint (security question and answer) Modify your profile information Use services and modify service-specific details (if required for that service) Launch services displayed in the My Services section Access online help Administrator Role and Privileges The T-Suite Administrator s role has several privileges. In addition to the End User privileges (refer Table 6:End-user Privileges), the T-Suite Administrator role has the following privileges: Table 7. Administrator Role Privileges Privileges Order, Reorder Services Manage Users Description Review and order services from the Services Catalogue Add and manage user accounts and services Company Information Modify company information Billing Information Specify/Modify credit card information Invoices View invoices for purchased services Page 22 of 74

23 Administering Your TMC Account Privileges Manage Subscriptions Bulk Upload Run Reports Description Provision users to services, modify service-specific information, if required Create user accounts in bulk and provision services to the user accounts created Generate order, provisioning, and console login reports Assigning Primary Administrator Role The Primary Administrator role is defined in order to enable a single point of contact for all user-access based communication. The user privileges for the Primary Administrator are the same as for any other administrator within TMC. An notification is sent to the Primary Administrator whenever a userrelated activity occurs, such as the following: User is added User is deleted User is assigned / un-assigned a service Users and services are added via Bulk Load. You can assign the Primary Administrator role to any Administrator user. To do so: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section module in the Home page. 2. Click Change Primary Administrator Contact. You will see the following screen: Screenshot 10: Change Primary Administrator Contact 3. In the Change Primary Administrator Contact window, the present Primary Administrator is selected by default. Select a different user, and then click Submit. 4. You will be asked to confirm your selection. The Primary Administrator contact is changed. The new Primary Administrator is notified of the change. Note: Please ensure that the user who is becoming the Primary Administrator has Helpdesk access. In instances where the new Primary Administrator does not have Helpdesk access, please raise a support ticket to provision Helpdesk access, to ensure this user can perform all functions required of the Primary Administrator. Page 23 of 74

24 Managing User Accounts Managing User Accounts This section describes how to add users, and manage user roles within your TMC account. This section comprises the following topics: Adding Users To Your TMC Account Adding Multiple Users to TMC (Bulk Upload) Suspending Users Activating Users Editing Users Deleting Users Adding Users to Your TMC Account If you are the Primary Administrator, or a TMC Administrator, you can add other members of your company as users within TMC. After adding users to TMC, you can assign users to subscribed services. To add a user: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section module in the Home page. 2. Click the Add User button at the top-right corner of the Manage Users tab. You will see the following screen: Screenshot 11: Add New User Page 24 of 74

25 Managing User Accounts Table In the Add New User page, provide the relevant information for each field, as described in the following table: Add User Details Field Name First Name* Last Name* Current Address* Confirm Address* Phone Number* Role Assign subscriptions of this service to this user Do not assign subscriptions to this user at this point in time. Description First name. Maximum 30 characters Family name or surname. Maximum 30 characters Enter current address for this user. This address becomes part of the user s login credentials. An message containing the login credentials and the generated password is sent to the user at that address. Maximum 32 characters Confirm the address in this field. Contact telephone number. Maximum 30 characters Select the role that you want to assign to the new user from the Role drop-down list. You can select either End User, or Administrator as your user s role. Select this option if you want to assign services to your user. When you select this option, you are taken to the Assign Services to <<User Name>> page. Select the service(s) you want to assign to the user and click Finalise. Select this option if you do not want to assign any subscriptions to this user at this point. You can always assign subscriptions to this user from the Users & Services-- >Manage Users page. 4. Click Submit to complete adding a new user. The system will send an to the user with the login credentials. Once the user is added to the system, a confirmation message is displayed on screen. 5. If you want to add another user, click Save & Add Another User. When you do so, the user data that you entered is saved and the Add User page is displayed again for another user s entry. This is one way of adding more than one user. However, if you want to add several users at the same time, you can use the Bulk Upload option. See Adding Multiple Users to TMC (Bulk Upload) for more information. 6. Once you ve added the user, you can manage the user from the Manage Users page, as shown in the following screenshot: Page 25 of 74

26 Managing User Accounts Screenshot 12: Manage Users 7. Once you ve added users, you can assign these users to subscribed services. For more information, see Assigning Users to Services. Adding Multiple Users to TMC (Bulk Upload) You can add one user at a time to TMC, or if there are several users, you can use the Bulk Upload option. This option allows you to create user accounts in bulk. To upload bulk user data: Navigate to the Users & Services --> Bulk Upload tab. You will see the following page: Screenshot 13: Bulk Upload 1. Click Download Template to download the template you want. You can download one of the following templates: User details: Use this template to upload user details in bulk. User and Service details: Use this template to upload user details and automatically assign services to the users. You need to select at least one service from the list, as shown in Screenshot 12. To include the mandatory service fields in the template, select the checkbox option in the Mandatory Fields column against the selected service. 2. Click Download Template to download the selected template to a folder. The template is a Comma Separated Values (CSV) file, which you can open using Microsoft Excel. 3. The Bulk Upload page refreshes to display a list of all downloaded templates. You will see the template that you downloaded included in this list. Each downloaded or uploaded template is assigned an ID, a Data Load Name with date and time stamp, user details and data load status. Page 26 of 74

27 Managing User Accounts 4. Edit the template that you downloaded, and populate the user and service information. Save the template. 5. Open the Bulk Upload page, and click the Upload icon next to your downloaded template s entry. 6. In the Upload Data File popup that appears, browse and select the template file and click Upload. The system will process your file in a batch process. After the batch process is complete, you will be notified on the status of the data load. Suspending Users To prevent users from logging in and using the Services Catalogue: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section in the Home page. 2. Find the user you want to suspend and click the Suspend Icon. The Users page refreshes with the user status as Suspended. Activating Users To reactivate users to allow them to access the Services Catalogue: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section in the Home page. 2. Find the user whose status is Suspended and click the Activate icon. The Users page is refreshed with the user status as Active. Editing Users To edit users: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section in the Home page. 2. Find the user you want to modify and click the Edit icon. You will see the Edit User page, as shown in the following screenshot: Page 27 of 74

28 Managing User Accounts Screenshot 14: Edit User 3. In the Edit User page, edit the required fields as described in the following table: 4. Table 9. Edit User Details Field Name First Name* Last Name* Address Phone Number* Reset Password Role Description First name. Maximum 30 characters Family name or surname. Maximum 30 characters The address that you entered during user registration is displayed in this field. If you want to change your address, navigate to the Personal Profile-- >My Profile page. Update your phone number in this field. Provide your official telephone number. The phone number entry must not exceed 30 characters Select this option if you want to request a password reset. A system-generated password will be sent to your address. You can use this password to log in. Once you re logged in, you ll be prompted to change your password. Select the role that you want to assign to the user from the Role drop-down list. You can select either the End User or Administrator role to your user. Page 28 of 74

29 Managing User Accounts Field Name Change assigned subscriptions of this service to this user Do not assign subscriptions to this user at this point in time. Description Select this option if you want to change the assigned services to your user. When you select this option, you are taken to the Manage Services - Users: - <<User Name>> page, where you can manage your user s services. Select this option if you do not want to assign any subscriptions to this user at this point. You can always assign subscriptions to this user from the Users & Services-- >Manage Users page. 5. When you have finished making changes, click Submit. Deleting Users To permanently remove a user s access to the Services Catalogue: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section in the Home page. 2. In the Manage Users page, click the Delete icon next to the user that you want to delete. 3. When you delete a user, service subscriptions that are assigned to the user are released. You can re-assign these subscriptions to a different user. 4. When prompted to confirm the delete operation, click OK. 5. Note: Do not delete the Administrator user. Updating Company Details You can update your company details, credit card details and also billing options at any time after registering and creating an account with your TMC. This chapter comprises the following sections: Updating Company Information Updating Credit Card Information Updating Billing Options Updating Company Information To modify company information: 1. Navigate to the Users & Services-->Company Information tab. The Company Information tab opens by default, as shown in the following screenshot. Page 29 of 74

30 Managing User Accounts Screenshot 15: Company Information Page 30 of 74

31 Managing User Accounts In the Company Information page, you can modify the company information fields as detailed in the following table: Company Information Field Name Description General Information Company Name* Company ABN* Company ACN Company Default Password Confirm Company Default Password Mailing Address Billing Address Are you an existing Telstra customer? Full name of the company or organisation. Maximum 50 characters. The ABN that you provided during registration cannot be changed later. ABN stands for Australia Business Number. ABN is a unique, 11 digit number allocated by the Australian Government when a company registers for doing business within the boundary of Australia. Telstra uses the ABN to verify your company. ACN stands for Australian Company Number. ACN consists of 9 digits. Telstra uses the ACN to verify your company. The Default Company Password will be used as the temporary password for all new users within your company. When they first access the system, new users will be asked to change to a password of their own choice. Your passwords are case sensitive and must be at least 7 characters long with no spaces, and should contain upper case, lower case characters and digits. You are required to change your password every 180 days. You will be locked out after 5 failed login attempts. Confirm your company default password. Provide your mailing address in the fields provided. Select your Country and State from the drop-down lists. If you are within Australia, provide a 4 digit Australian post code. If you billing address is the same as your mailing address, select the Same as Mailing Address option. If not, provide your billing address in this field. Select Yes if you are an existing Telstra customer. Select No if you are new to Telstra. 2. When you are finished modifying company information, click Save. If you do not want to save your changes, click another tab in the TMC. Page 31 of 74

32 Managing User Accounts Updating Credit Card Information You can update your credit card information at anytime, after registration. To do so: 1. Navigate to the Users & Services-->Company Information--> Change Credit Card tab. You will see the Change Credit Card page as shown in the following screenshot: Screenshot 16: Change Credit Card 2. Modify the credit card information, as detailed in the following table: Table 10. Credit Card Information Fields Credit Card Supported Credit Card Number* CVV2 Code* Field Description Telstra supports Visa, MasterCard, and American Express cards. Provide your 16 digit credit card number Enter the CVV2 code that s printed on the back of your credit card. The CVV2 code is a three-digit number found on the back of the card on the signature strip, and four-digit number found on the front of an American Express card. Only asterisks will appear as you enter them to ensure online security. Page 32 of 74

33 Managing User Accounts Fields Expiration* (Month/Year) First Name* Last Name* Billing Address Field Description Using the Select Month and Select Year drop-down lists, select the expiry period of your credit card. Provide the first name as mentioned on the credit card. Provide the last name as mentioned on the credit card. Provide your billing address in the fields provided. Select your Country and State from the drop-down lists. If you are within Australia, provide a 4 digit Australian post code. 3. Click Save to save the modified credit card information. Updating Billing Options T-Suite supports billing to a nominated credit card, and to some Telstra Bill accounts. To change your billing method, please contact T-Suite Support via t-suite.support@team.telstra.com or (1800 TSUITE). The following screenshot shows the billing options that are supported by T-Suite: Screenshot 17: Billing Options Page 33 of 74

34 Managing Your TMC Account Managing Your TMC Account This section describes how to manage your TMC account. Managing your account includes editing your profile whenever required, changing your password, managing your favourite links, resetting forgotten password and managing your services. Editing Your Profile To modify your personal profile: 1. Navigate to Personal Profile-->My Profile. The My Profile page opens by default, as shown in the following screenshot: Screenshot 18: Edit Profile 2. In the Edit Profile page, you can modify the following information: First Name: You can update your first name in this field. Last Name: You can update your last name in this field. Phone Number: Provide your number including the country and area code. 3. Click Change to change your address. When you change your address, you will receive a notification confirming your change. 4. Click Save to save your updates. Page 34 of 74

35 Managing Your TMC Account Modifying Your Password The first time you log in to TMC after registration, you are prompted to change your password and select a security hint question. Later, you can change your password any number of times. To change your password: 1. Navigate to Personal Profile-->Change Password. The Change Password page is displayed, as shown in the following screenshot: Screenshot 19: Change Password In the Change Password page, provide your current password, and your new password. Do not use your previous password. Passwords are case sensitive and must be at least 7 characters long with no spaces, and should contain upper and lower case characters and digits. You should change your password every 180 days. You will be locked out after 5 failed login attempts. 2. Confirm your new password and select a security hint question from the list of questions. The security question and answer are used to identify you if you forget your username and password. 3. Click Save to save your new password. You will see a confirmation message. When you change your password, you will either get a confirmation message, or a validation error message. If the information you entered is correct, a confirmation message is displayed. A new password is sent to your address. If you receive a validation error message, click Exit. Verify you have the correct information, and try again. If you continue to have problems logging in, contact your administrator. 4. Once your password is changed, you will receive a login URL via . Click the URL to be automatically logged into TMC. Note: if you enter an incorrect password more than 5 times, your access will be locked and you will need to contact T-Suite Support to reset your account. Page 35 of 74

36 Managing Your TMC Account Resetting Forgotten Password To reset a forgotten password, perform the following tasks: 1. On the T-Suite login page, click Having Problems Logging in? The Problems Logging In page is displayed as shown in the following screenshot: Screenshot 20: Reset Password 2. In this page, provide the following information: Address: Provide your address in this field. Note that you cannot reset your password if you do not provide your address. Security Question: This field is also mandatory. Select the same security question that you selected during registration, or during the last time you reset or changed your password. Answer: Provide the answer to the security question as entered during the registration process. 3. Click Submit to submit your request for password reset. If the information you entered is correct, a confirmation message is displayed. A new password is sent to your address. If you receive a validation error message, click Exit. Verify you have the correct information, and try again. If you continue to have problems logging in, contact your administrator. Your request is forwarded to a technical support representative, who will validate the details you provide and reset your password. Once your password is reset, you will receive an notification with your new login credentials. Managing Your Favourites The Favourites tab helps you quickly access links and services marked as favourites. In the Favourites tab, you can create folders to store your favourites. Adding a Folder to Your Favourites To add a folder so you can organise your favourites: 1. Navigate to the Personal Profile--> Favourites tab. You will see the Favourites page, as shown in the following screenshot: Page 36 of 74

37 Managing Your TMC Account Screenshot 21: Manage Favourites As you can see, some quick links have already been provided for you, within folders. You can create new folders and organise your links within these folders. 2. Click Add Folder to create a new folder. The Add Folder dialog box is displayed, as shown in the following screenshot: Screenshot 22: Add Folder 3. Select the parent folder, for example, My Services, under which you want your folder to be placed. 4. Notes: If you select the My Favourites folder as your parent folder, your new folder will be listed as a main folder and also be accessible from the My Favourites link on the top-right corner of the store website. If you select the My Services folder as your parent folder, your new folder will be listed as a sub folder under the My Services folder. 5. Specify a name for your folder and click Save. Page 37 of 74

38 Managing Your TMC Account Adding a Favourite to a Folder To create and add your favourites to a folder: 1. Navigate to the Personal Profile--> Favourites tab. 2. In the Favourites page, click Add Favourite and specify a name for the favourite you are creating. The Add Favourite page is displayed, as shown in the following screenshot: Screenshot 23: Add Favourites Name*: Provide a name for your link. Icon: Click Browse to select a.gif or.jpg file that will graphically represent your link. URL*: Specify the URL that you want to access when the favourite is launched. 3. Click Save to save your favourite link. Page 38 of 74

39 Managing Your TMC Account Managing Your Services You can manage your services from your My Profile tab. To do so: 1. Navigate to the Personal Profile-->My Services tab, to open the My Services page. Alternatively, click the Manage My Services link from the Quick Links module on the Home page. The My Services page is displayed, as shown in the following screenshot: Screenshot 24: My Services 2. The My Services page displays a list of services that have been subscribed for you, along with service status (active, or inactive). 3. In the My Services page, you can: Launch a Service: Click the Launch Service icon to launch a service. The service is launched on a separate page. Change a Service Password: Click the Change Service Password icon to change your service s password. You will be asked to provide a new password, and to confirm the new password for your service. Page 39 of 74

40 Managing Service Subscriptions Managing Service Subscriptions This chapter describes how to manage your user s services, assign and un-assign services to users, and how to suspend and activate a service for a user. This section comprises the following topics: About Subscription Types Assigning Users to Services Un-assigning a Service for a User (Option 1) Un-assigning a Service for a User (Option 2) Suspending a Service for a User Activating Suspended Services for a User Managing Service Subscriptions Assigning A Service To User(s) Increasing and Decreasing Subscriptions About Subscription Types The following types of subscription are available within TMC: Trial subscription Term subscription Trial Subscription Some offers are offered on a try-and-buy basis. After the trial period, you can choose to buy the service. You need to buy the service before the trial period expires. Even though the ordering process is the same as with a regular service offer subscription, you will not be charged for the trial subscription. The order value will be 0 until you convert the trial to a purchase. Trial promotions are created by the reseller administrator and are made available at the store. For information on how to place an order for a trial offer, see Trying Out A Service Offer on page 60. Term Subscription Offerings within the service offer are made available for a pre-defined, definite term within the Term Subscription plan. Each service offer bears its own Term Subscription definition (if any). For example, MozyPro services require a minimum 12 month subscription (except for any trial period permitted expressly by us). Term subscriptions come with certain terms and conditions. Any order for increased subscriptions will be governed by the price, terms and conditions applicable to the Term Subscription. Any change in the retail price will not be reflected against an order for increased subscriptions. Term subscriptions are configured by the marketplace administrator. When purchasing a service that has a term associated with it, you will receive a notification via , detailing the conditions attached to the term subscription. When a user subscribes to a term-subscribed service, the defined term period becomes applicable. For example, if the term duration is a year, then the subscription is valid for one year from the date of the start of the subscription. The service offer has a valid renewal date if the term subscription does not have Page 40 of 74

41 Managing Service Subscriptions any specific end date. Such a term subscription gets auto-renewed automatically after the end of the term unless explicitly cancelled by the user. Assigning Users to Services After you ve added users to your TMC account, you can assign services to these users. You can assign services from the Manage Users page, or from the Manage Services page. This section describes how to assign a service to a user from the Manage Users page. To know how to assign a service from the Manage Services page, see Managing Service Subscriptions. To assign services from the Manage Users page: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section in the Home page. You will see the Manage Users page, as shown in the following screenshot: Screenshot 25: Manage Users 2. Select the user to whom you want to assign a service, and click Assign Services to Users. 3. When you click Assign Services to Users, the Assign Services to User <<User name>> page displays a list of available services, as shown in the following screenshot: Screenshot 26: Assign Services to Users 4. Select the services that you want to assign to your user. 5. Click Finalise to complete assigning the services to the selected user. Page 41 of 74

42 Managing Service Subscriptions Notes: When you assign a service to a user, service-specific records are created at the service provider s end for that particular user. Services can be assigned to users that are active, or suspended. However, a user will not be able to log in to the T-Suite store and use the subscription while in the suspended state. In the Assign Services to User: <User Name> page, you can view the subscription status in the Subscriptions Purchased and Subscriptions Consumed columns. You can assign a user to a subscription only if the subscription has not been consumed already. By default, all the services purchased by your company will be displayed. However, you can filter the services display to show the services in use, ordered, or subscribed. For services that are not provisioned from TMC, you can navigate to the service administration portal to assign the service to users from the link that will be provided against the service in the subscriptions used column. Page 42 of 74

43 Managing Service Subscriptions Un-assigning a Service for a User (Option 1) When a service is assigned to a user, it indicates that one service subscription has been consumed by that user. Even if the service is suspended for a period, the service subscription remains assigned to the user; therefore the service subscription s status is considered to be in the consumed state. When you un-assign a service to a user, service-specific records that are created for the user will be removed. Un-assigning the service results in the service being revoked; however, the provider will continue to bill for the service. To release a service subscription, you need to first un-assign the user from the service. To do so: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section module in the Home page. You will see the Manage Users page, as shown in the following screenshot: Screenshot 27: Manage Users Page 2. Select the user for whom you want to un-assign a service and click the Manage Services link (from the Services column) against the selected user. 3. The Manage Services - User: - <<User Name>> page is displayed, as shown in the following screenshot: Screenshot 28: Un-assign a Service 4. Click the Un-assign icon against the service that you want to un-assign for the user. Page 43 of 74

44 Managing Service Subscriptions Un-assigning a Service for a User (Option 2) From the Manage Services page, you can assign and un-assign a service subscription to a single user. Note that if you have multiple subscriptions of a service, you can assign these to multiple users. However, you can only un-assign a service subscription from one user at a time. To un-assign a service subscription-for a user: 1. Navigate to the Users & Services --> Manage Services page. 2. You will see the Manage Services page, as shown in the following screenshot (the given screenshot displays only active services). Screenshot 29: Manage Services The Manage Services page displays service subscription consumption details for each user. The extremeleft column lists all the users that have been added to the store. The header row lists all the available services. The Subscriptions Purchased and Subscriptions Used rows display subscription usage details against each user, under each service. 3. To un-assign a service from a user, click a service name link, from the column header row. 4. You will see the Service Details - <<Service Name>>page, as shown in the following screenshot: Screenshot 30: Service Details Page Page 44 of 74

45 Managing Service Subscriptions 5. Click Unassign Service from User. You will see the Un-assign Service from User: <<Service Name>> page, as shown in the following screenshot: Screenshot 31: Un-assign Service from a User 6. Select the user from whom you want to un-assign a service subscription. 7. Click Un-assign Service to complete un-assigning the service subscription. Suspending a Service for a User You can suspend a service that s been assigned to a user. When a service is suspended, it indicates that the user cannot use that particular service during the period of suspension. Note that though the service will be in suspended state for the user, the service still remains assigned to the user. 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section module in the Home page. 2. In the Manage Users page, select the user for whom you want to suspend a service. 3. In the Services column of the Manage Users page, click Manage Services against the user whose service you want to suspend. Screenshot 32: Suspend a Service 4. In the Manage Services page, click the Suspend icon (as shown in the screenshot) against the service that you want to suspend. Page 45 of 74

46 Managing Service Subscriptions Activating Suspended Services for a User You can activate a service that s been suspended for a user. To do so: 1. Navigate to the Users & Services-->Manage Users tab to access the Manage Users page. Alternatively, click the Manage Users link from the Quick Links section module in the Home page. 2. In the Manage Users page, select the user for whom you want to activate a service. 3. In the Services column of the Manage Users page, click Manage Services against the user whose service you want to activate. Screenshot 33: Activate a Service 4. In the Manage Services page, click the Activate icon (as shown in the screenshot above) against the service that you want to activate. Managing Service Subscriptions To manage your subscribed services, perform the following tasks: 1. Navigate to the Users & Services --> Manage Services tab to access the Manage Services page. In this page, you can manage the services that have been purchased by your company. 2. You will see the Manage Services page, as shown in the following screenshot (the given screenshot displays only active services): Screenshot 31: Manage Services The Manage Services page displays service subscription consumption details for each user. The extremeleft column lists all the users that have been added to the store. The header row lists all the available services. The Subscriptions Purchased and Subscriptions Used rows display subscription usage details against each user, under each service. 3. In the Manage Services page, you can: Add a user: Click the Add User link at the top-right corner of the Manage Services page. Page 46 of 74

47 Managing Service Subscriptions View the distribution of your services: The services purchased by your company are listed in a grid, which provides an at-a-glance view of the number of subscriptions purchased against each service, and the number of subscriptions that have been consumed. Assign a service to a user: To assign a service to a user from this page, click on a service name (in the left column of the Manage Services grid). Manage a user s services: To manage a user s services, click on a user name. Manage service details: Click a column header in the matrix (the service name which forms the column header) to go to the Service Details page. In the Service Details page, you can assign and un-assign a service, cancel trial, increase and decrease subscriptions. Assigning A Service To User(s) From the Manage Services page, you can assign and un-assign a service subscription to a single user. If you have more than one subscription belonging to a service, you can use the Manage Services page to assign subscriptions to more than 1 user. Note that you can assign only one subscription per user. To assign a service subscription to a user: 1. Navigate to the Users & Services --> Manage Services page. 2. You will see the Manage Services page, as shown in the following screenshot (the given screenshot displays only active services). Screenshot 34: Manage Services The Manage Services page displays service subscription consumption details for each user. The extremeleft column lists all the users that have been added to the store. The header row lists all the available services. The Subscriptions Purchased and Subscriptions Used rows display subscription usage details against each user, under each service. 3. To assign a service to a user, click a service name link from the column header row. 4. You will see the Service Details - <<Service Name>> page, as shown in the following screenshot: Page 47 of 74

48 Managing Service Subscriptions Screenshot 35: Service Details Page 5. Click Assign Services to Users. 6. You will see the Assign Service to Users: <<Service Name>> page, as shown in the following screenshot: Screenshot 36: Assign Service to User(s) 7. Select the user(s) to whom you want to assign service subscriptions. 8. Click Finalise to complete assigning service subscription. Note: In the Service Details page, you can assign and unassign a service, cancel trial, increase and decrease subscriptions. If a promotion is associated with your service, you will see a Cancel Trial button in the Service Details pane. Page 48 of 74

49 Managing Service Subscriptions Increasing and Decreasing Subscriptions You can increase and decrease your service subscriptions from the Manage Services page. To increase or decrease service subscriptions in your order: 1. Navigate to the Users & Services --> Manage Services page. 2. You will see the Manage Services page, as shown in the following screenshot (the given screenshot displays only active services). Screenshot 37: Manage Services The Manage Services page displays service subscription consumption details for each user. The extremeleft column lists all the users that have been added to the store. The header row lists all the available services. The Subscriptions Purchased and Subscriptions Used rows display subscription usage details against each user, under each service. 3. To increase or decrease your service subscription, click a service name link, from the column header row. 4. You will see the Service Details - <<Service Name>> page, as shown in the following screenshot: Screenshot 38: Service Details Page Page 49 of 74

50 Managing Service Subscriptions 5. From the Subscriptions drop down list, select either Increase or Decrease, based on your requirement and click Submit. 6. You will be taken to the Shopping Cart, as shown in the following screenshot: Screenshot 39: Reduce Subscription 7. In the Shopping Cart, enter the number of subscriptions you want to increase or decrease and click Checkout. See Editing an Order on page 56 to understand the order placement process. Note: The increase and decrease subscriptions option is not applicable to some services. Page 50 of 74

51 Managing Orders Managing Orders As a T-Suite Management Console (TMC) administrator, you can manage the orders placed by your company s users. In the Manage Orders page, you can do the following: View orders and order status Search for orders Place Order Edit Order Order Flow Order Errors Mark Payment Trying Out a Service Offer Buying Your Trial Service View Orders and Order Status To view the Manage Orders page: 1. Navigate to the Users & Services > Manage Orders tab to access the Manage Orders page. Alternatively, click the Manage Orders link from the Quick Links section in the Home page. 2. The Manage Orders page displays a list of all orders placed for your company, as shown in the following screenshot: Screenshot 40: Manage Orders Page Page 51 of 74

52 Managing Orders Table 11: Order Management Information Fields lists the columns that are displayed in the Manage Orders table. Fields Order Date Order Number Created/Ordered By Status Action Field Description Date the order was entered into the system System assigned order ID User or company who created the order Cancelled Deleted Fulfilled In Progress or Submitted Partially Fulfilled Payment Required Saved On Hold (The order status will be on hold while the T-Bill details are being processed. When order status is On Hold, only the View and Delete icons will be visible in the Actions menu.) View Modify Place Order Delete Order Searching for an Order You can use the Search feature to search for a particular order: To do so complete the steps below: 1. In the Search Orders field, type the first three digits of an order number, or the first three letters of a user s last name. 2. From the Select One drop-down, choose a filter option: Order Number Created/Ordered by: (Users) Last Name Item Name 3. Enter the appropriate information in the text field and then click Go. The Manage Orders page displays the search results. Page 52 of 74

53 Managing Orders Placing an Order To place an order: 1. Navigate to the T-Suite store directly or access T-Suite via the Telstra Business portal. 2. Click the Services Catalogue link, located at the top-left corner. 3. From the Services Catalogue, select the service that you want to order for your company. To select a service, click the service name; the service details including offer information is displayed. 4. Click the button against the offer that you want to buy. Your offer is added to the Shopping Cart, as shown in the following screenshot: Screenshot 41: Shopping Cart - Checkout Service Offer 5. Update the Subscription Quantity field with the number of subscriptions you want and click Checkout. Note: If you have already logged into T-Suite, your order will be processed. If you have not logged in yet, you will be prompted to log in. 6. From the shopping cart, you are taken to the Confirm Order page, as shown in the following screenshot: Page 53 of 74

54 Managing Orders Screenshot 42: Shopping Cart - Confirm Order 7. In the Confirm Order page, you can view a summary of your service selection. In this page, you can do the following: Click Place Order to continue with order completion. Click Save Order to save your order for now. You can place your order from the Manage Orders page after you log in, or add more services to your order before placing it. Click Browse more Services to go back to the Services Catalogue. Your selected offer will be stored in your shopping cart while you browse. Click Cancel to exit the shopping cart. If you exit the shopping cart, the order management process is stalled. However, the selected service will be retained in the cart for future processing. 8. In the Confirm Order page, provide the following information: Service Activation Date: Click the Calender icon to select the date on which you want your selected services to be activated. The service activation date is the date on which your order will be fulfilled. Sales Reference: If you are a Sales Agent, provide your Sales Reference code in this field. Your Sales Reference code can comprise of alphanumeric characters and must be less than 30 characters long. 9. Click Place Order to proceed with order completion. The Terms and Conditions page is displayed, as shown in the following screenshot: Page 54 of 74

55 Managing Orders Screenshot 43: Terms and Conditions 10. Review the terms and conditions, click Accept and then click Continue>> to progress to the next screen. 11. The next stage in the ordering process is Billing. Your billing options are configured during registration. If you have configured payment mode as credit card, the Billing Method page is displayed. The Billing Method page displays both the Pay by Credit Card (selected by default) and Pay by Telstra Bill options. You can change payment option to T-Bill at this point, if you so desire; or, you can accept the default payment mode and proceed to order finalisation. 12. Click Next in the Billing Method page. At this stage, you might be asked to provide some servicespecific additional information. Provide the required information and click Finalise to proceed to the Order Receipt page. 13. The Order Receipt page displays your order details, item details and order history. 14. Your order is now completed. From the Order Receipt page, you can navigate to the Manage Orders page to manage pending orders, or to the Manage Services page to manage your subscriptions. Once your order is complete, you will receive an with order confirmation details. Once the service is provisioned, you will receive another , informing you of order fulfilment, including information on how to use the service. Important Note: You can order a service offer from different services, but no more than one service offer from a service. Page 55 of 74

56 Managing Orders Editing an Order To modify the order information: 1. Navigate to the Users & Services > Manage Orders tab to access the Manage Orders page. Alternatively, click the Manage Orders link from the Quick Links section in the Home page. 2. In the Manage Orders page, locate the order you want to modify and click the Modify icon. You will see the Edit Order page. The Edit Order page contains three tabs, as follows: Order Details Item Details Order History Order Details Tab In this tab, you can view a summary of your order details, such as order number, order status, payment details and so on, as shown in the following screenshot: Screenshot 44: Edit Order: Order Details Page Item Details Tab This tab provides item-level details such as order quantity, price, total, discount, and so on. You can edit the order in the Item Details tab. Page 56 of 74

57 Managing Orders Screenshot 45: Edit Order: Item Details tab In the Item Details tab, you can do the following: Service Activation Date: Click the Calendar icon to select the date on which you want your selected services to be activated. The service activation date is the date on which your order will be fulfilled. Sales Reference or Partner Code: If you are a Sales Agent, provide your Sales Reference code in this field. Your Sales Reference code can comprise of alphanumeric characters and must be less than 30 characters long. Update the Order Quantity field for a saved order. You can use this field to order less, or order more of service subscriptions. However, for a fulfilled or partially fulfilled order, you will only be able to view the items details in this page. View Promotion: Click the View Promotion icon to view promotions associated with the service on offer. View Item Status: The Status column indicates the order status against each ordered item. The statuses are as follows: Fulfilled: This status is displayed when item status is in fulfilled status, the item quantity cannot be edited. Saved: This status is displayed when the order and the item are both in the saved state. Note: In the case of manual billing, if the order status is in the Payment Required state, the order item(s) will be in the Saved state. In this scenario, the item quantity cannot be modified. Partially Fulfilled: This can occur when part of a multi-service order has been processed or when a technical fault has occurred. The order will remain in this status until the entire order is processed. Approval Pending: This status will be displayed when the TBill payment is pending approval. On Hold: This status will be displayed when the Service Activation Date is set to a date in the future. When the service is being processed, the status changes to Ordered. Once the service is processed, the status moves to Fulfilled. This may also occur whilst T-bill approval is pending. Manual: This status will be displayed when a manual worklist task has to be completed for an item. Page 57 of 74

58 Managing Orders 3. Click Save to save your order information (in the case of a saved order only). 4. Click Place Order (in the case of a saved order only). 5. Click Exit to quit the page. Table 12: Edit Order Tab: Item Details Services Unit/Cycle Fee (Includes GST) Subscription Quantity Total (includes GST) Status Service Activation Date Actions Page Information List of purchased service offers. The unit/cycle that is billed for your service item, for example, per user / per month. The amount charged towards the Goods and Services Tax. The number of subscriptions ordered against each offer in your order. The total cost incurred for the payment cycle. This total cost includes the Goods and Services Tax (GST). The status of your order. The following statuses are applicable: Cancelled Deleted Fulfilled In Progress or Submitted Partially Fulfilled Payment Required Saved Managing Orders The date on which the service will be activated. Service activation date can be applied both at the order and item levels. View: Displays the order details View Promotion: Displays the promotion details View Status Details: The possible error and action required to correct any issues that occurred while processing the order. Edit: This icon is visible only in the case of a saved order. Page 58 of 74

59 Managing Orders Order History Tab In this tab, you can view your order history, and the status of each order that you have placed. Screenshot 46: Order History Tab Order Flow This section describes how the system processes and provisions orders. As an order is placed in the system, the order status may change. You can view all of the orders from the Manage Orders page. 1. A service is ordered. 2. If the order is set for automatic provisioning, the status is immediately set to In Progress or Submitted. 3. If the order requires administrator intervention for any reason, the order is placed on hold and requires manual intervention. The following order status appears on the Manage Orders page: Approval Pending: If you have chosen to charge your T-Suite services to your Telstra Bill, your order will be placed on hold while we complete an authority check. Telstra may need to contact you to complete this. Payment Required: The order requires payment before the T-Suite Administrator processes the order. Saved: The order has not been partially completed and has been saved temporarily. NOTE: While the order is still in a pending status, you can cancel the order. However, the cancelled order will still appear in the system for future reference with status as Deleted or Cancelled. 4. When the issue is resolved, the order status changes to In Progress or Submitted. The order is then processed and the order status changes to one of the following: Partially Fulfilled: Part of a multi-service order has been processed. The order will remain in this status until the entire order is processed. Fulfilled: The order is complete and available for use. Order Errors If the order has been placed on hold or has any errors, you can view the order details by completing the following: 1. From the Manage Orders page, click the View action item. 2. From the View Order or Edit Order page, click the View Error icon. The View Errors panel is displayed with the error information and corrective action. Note: In most cases, an error requires T-Suite Administrator intervention. Page 59 of 74

60 Managing Orders Mark Payment Payment functionality is specifically designed for resellers to clear invoices that are due for payment. Invoices from the billing system is retrieved and listed in customer's Users & Services Tab. Reseller via proxy can mark the invoice as Payment Received (fully or partially), which will synchronously get updated in the billing system. Trying Out A Service Offer Perform the following tasks to try out an offer: 1. From the Services Catalogue, select the service that you want to order for your company. To select a service, you can click on any of the buttons, for example More Information or Choose Plan or on the Service Logo; the service details including offer information is displayed. 2. Click Try against the offer that you want to try. Your offer is added to the Shopping Cart. Note that you will not be charged at this point. The price totals will display zero value. 3. Click Checkout to proceed to trial order confirmation. 4. In the Confirm Order page, you can view a summary of your service selection, provide your Sales Reference code, and continue with your order. The following options are available for you: Click Place Order to continue with order completion. Click Save Order to save your order for now. You can place your order from the Manage Orders page after you log in, or add more services to your order before placing it. Click Browse more Services to go back to the Services Catalogue. Your selected offer will be stored in your shopping cart while you browse. Click Cancel to exit the shopping cart. If you exit the shopping cart, the order management process is stalled. However, the selected service will be retained in the cart for future processing. Service Activation Date: Your service activation date is set at item level by your marketplace administrator. This date cannot be modified. Sales Reference or Partner Code: If you are a Sales Agent, provide your Sales Reference or Partner code in this field. This code can comprise of alphanumeric characters and must be less than 30 characters long. Click the Check link next to the Sales Reference code, to check if your code is valid. Note that for all services on TMC, providing the Sales Reference code is not mandatory in order to proceed with your order. For specific services such as Microsoft Online services, you need to provide a valid Sales Reference code, which must be validated before you can proceed with the order. 5. Click Place Order to proceed with order completion. The Terms and Conditions page is displayed 6. Select the Accept radio button and click the Continue button to proceed. 7. At this stage, you might be asked to provide some service-specific additional information. Provide the required information and click Finalise to proceed to the Order Receipt page 8. Click Next to proceed to the billing options page. Your billing options are configured during registration. If you have configured payment mode as credit card, the Billing Method page is displayed. The Billing Method page displays both the Pay by Credit Card (selected by default) and Pay by Telstra Bill options. You can change payment option to T-Bill at this point, if you so desire; else, you can accept the default payment mode and proceed to order finalisation. Page 60 of 74

61 Managing Orders 9. Click Next in the Billing Method page. The Order Receipt page displays your order details, item details and order history. 10. Your order is now completed. From the Order Receipt page, you can navigate to the Manage Orders page to manage pending orders, or to the Manage Services page to manage your subscriptions. Once your order is complete, you will receive an with order confirmation details. Once the service is provisioned, you will receive another , informing you of order fulfilment, including information on how to use the service. Important Note: You can order only one service offer from a listed service, on a trial basis. You can order a service offer from different services, but no more than one service offer from a service. Once your trial order is through, you will be able to use the service for the stipulated trial period. See Buying Your Trial Service on page 61 for information on how you can buy your trial service. Buying Your Trial Service When you are ready to place an order for the service, perform the following tasks: 1. Navigate to the Users & Services --> Manage Services page. The Manage Services page is displayed. 2. Click a service name. The Service Details page is displayed. 3. Click the Buy Service Now button to place an order for the service. You will be taken through the order placement process. When the order is through, the order receipt page will display the payment details, including tax and setup fee. Your service is now ready to be provisioned to your user(s). Page 61 of 74

62 Partner Code Management Partner Code Management As a customer administrator, you can view, and edit the partner code and the partner name for your services via the Partner Code Management page. Partner of Record (POR) can only be changed for Microsoft services that have been provisioned to you. This information, in the first instance, will be provided while you place an order for the first time or when you order more licenses for the same order. The Partner Code Management page makes it easier to view and edit the partner information (Partner code and Partner name). This chapter explains how to change the Partner information for the services you have ordered. Changing Partner Information To change the Partner code and Partner name for your service: 1. Log in to T-Suite Management Console (TMC) using your TMC administrator credentials. 2. Navigate to Users and Services--> Partner Code Management tab. 3. In the Partner Code Management page, select the service offer name and from the Enter Service Name list, for which you intend to change the Partner information, as shown in the following screenshot: Screenshot 47: Partner Code Management 4. Click the change link beside the Partner Code. In the Change Code Information pop up box, enter the new Partner code and provide your reasons for changing the Partner code. 5. Click Submit to save your changes. Page 62 of 74

63 Domains 6. To change the Partner Name, click the change link beside the Partner Name. In the Change Partner Information pop up box, enter the new Partner name and provide you reasons for changing the Partner name. 7. Click Submit to save your changes. 8. Click on any other tab to navigate away from Partner Code Management page. Domains This section takes you through the steps that must be performed before using the Domain Registration and Transfer service, and also provides instructions as to how to use this service. Prerequisites For registering a new domain name, please refer to the T-Suite Domains service catalogue for details on Domains products and T-Suite Domains product datasheet for eligibility requirements and Domain formatting rules. Initiate and Register Your Domain Getting the domain name you want is a simple process. You can select a suitable domain name that complements your business needs. The following Generic Top Level domains are available:.com.net.org.info.biz The following Australian Domains are available:.com.au.net.au.org.au To register your domain: 1. Log into T-Suite. 2. Navigate to Services Catalogue -->Browse Categories -->Manage My Communications. Click the Domains link. It lists the available domain related services. 3. Click Choose Plan next to Register domains to register a new domain. 4. Use the Search function to verify that the domain name you want is available. On the Manage My Communications: Domains page, enter the Domain Name you want to register, in the Start a Domain Name search field. Click Search. The search results display all the domains that meet the criteria, each domain s availability, the duration of the subscription, and the price. Page 63 of 74

64 Domains Screenshot 48: Domain Name Search 5. From the search results, select the required domain from the available domains by selecting the checkbox next to the domain you want to select. You can select multiple domains. Screenshot 49: Domain Name Search Results 6. Click Add Domain(s) to Cart. 7. The Shopping Cart page displays the selected service. Click Checkout to proceed with your service. 8. The Confirm Order page displays the domains, units, fee, subscription quantity, the total amount, and the service activation date. Click Place Order to proceed with payments, or click Save Order to complete this order at a later time. 9. On the Confirm Order page, you are prompted to accept the license agreement. 10. Provide the payment details to purchase the service. The Order Receipt page displays the order details. Once the domain registration is successful, an will be sent to your account informing you that the domain registration is successful. Notes: Page 64 of 74