Avaya Communications Process Manager Release 2.2 Web Portal Help for Administrative Users

Transcription

1 Avaya Communications Process Manager Release 2.2 Web Portal Help for Administrative Users Document No August 2008 Issue 10

2 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. 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IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Named User License (NU). Customer may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. 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3 Contents Chapter 1: About the Communications Process Manager Web Portal for Administrative Users 7 Chapter 2: Viewing your notifications Logging in Viewing your inbox Chapter 3: Configuring system-level contact settings for users About system-level contact settings Configuring the devices to contact About system-level points of contact Adding a system-level point of contact Changing an existing point of contact Deleting a point of contact Configuring time profiles About time profiles Adding a system-level time profile Changing an existing time profile Including or excluding specific dates Changing the time zone for a time profile Deleting a time profile Configuring which devices to contact at specific times About contacting specific devices at specific times Adding a system-level notification profile Changing an existing notification profile Delaying initial contact Delaying contact of a specific device Contacting a specific device only during specific hours Repeating contact of a specific device Sending reminders for unanswered notifications Sending reminders for notifications that are pending Changing the system default notification profile Deleting a notification profile Configuring which devices to contact at which times for specific events About contacting specific devices at specific times for specific events About the order for comparing notifications to filters Adding a system-level notification filter Changing an existing filter Changing the filter sequence Disabling a notification filter Deleting a notification filter Communications Process Manager R2.2 Web Portal Help for Administrative Users August

4 Contents Recording names About recording names Creating a recording of your name Uploading a recording of your name or names of other users Listening to the recording of your name Chapter 4: Managing Communications Process Manager users About user management How Communications Process Manager manages users Types of users About user authentication Authentication options Example of authentication against an external source Example of application-provided PINs for authentication Authentication performed at four entry points into the system About user authorization Adding users to Communications Process Manager About adding users Manually adding a user account Create Account field descriptions Viewing Communications Process Manager user accounts Viewing a list of all users Viewing one specific user account Account Information field descriptions Changing a user account Deleting a user account Changing your PIN Changing a user s PIN Chapter 5: Working with user lists About user lists Creating a user list Adding list members Removing list members Adding list owners Removing list owners Deleting a user list Using Communications Process Manager applications to contact a user list Bulk editing users Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

5 Contents Chapter 6: Performing administration tasks Reloading Web interface stylesheets Reloading public keys for single-sign-on authentication Reloading language specific messages Loading the user attribute list Clearing the Communications Process Manager LDAP server cache Loading the list of user roles Reloading applications Chapter 7: Working with the Communications Process Manager applications About the applications Using the Advisory application About Advisory Sending an Advisory notification Advisory field descriptions Using the Click to Find application About Click to Find Using Click to Find to create a conference Click to Find field descriptions Using the Notification and Response application About Notification and Response Sending a Notification and Response notification Notification and Response field descriptions Using the Notify and Conference application About Notify and Conference Using Notify and Conference to create a conference Notify and Conference field descriptions Managing the notifications that you create Viewing the notifications that you created Canceling a pending notification that you created Deleting a canceled or completed notification that you created Managing all notification in the system Viewing a list of all notifications in the system Canceling a pending notification Deleting notifications Archiving notifications Chapter 8: Troubleshooting and providing user assistance Viewing the Web Portal of a different user Communications Process Manager R2.2 Web Portal Help for Administrative Users August

6 Contents Chapter 9: Monitoring the Communications Process Manager System Viewing system statistics Clearing system statistics Chapter 10: Web page reference Inbox field descriptions Account Home page Change PIN field descriptions Points of Contact field descriptions Record Name field descriptions Time Profiles field descriptions Notification Profiles field descriptions Notification Filters field descriptions User Lists Management field descriptions Account Search field descriptions Account List field descriptions Administration Home page and tasks Administration Tasks field descriptions System Statistics field descriptions Outbox field descriptions Request History field descriptions Index Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

7 Chapter 1: About the Communications Process Manager Web Portal for Administrative Users Use the Communications Process Manager Web Portal for Administrative Users to perform the following tasks: View your notifications. See Chapter 2: Viewing your notifications. Configure a default notification policy that applies to all users. See Chapter 3: Configuring system-level contact settings for users. Manage Communications Process Manager user accounts. See Chapter 4: Managing Communications Process Manager users. Create and manage user lists. Chapter 5: Working with user lists. Perform administrative tasks such as reloading style sheets, public keys, or list of user attributes. See Chapter 6: Performing administration tasks. Use the Communications Process Manager applications to send and manage notifications. See Chapter 7: Working with the Communications Process Manager applications. Troubleshoot notifications or a user's notification settings. See Chapter 8: Troubleshooting and providing user assistance. Monitor the Communications Process Manager applications and notifications. See Chapter 9: Monitoring the Communications Process Manager System. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

8 Chapter 1: About the Communications Process Manager Web Portal for Administrative Users 8 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

9 Chapter 2: Viewing your notifications Logging in 1. Open your browser, and enter the following URL in the Address bar: or where CPM-hostname is the host name of the Communications Process Manager server or CPM-ip-address is the IP address of the Communications Process Manager server. 2. Enter your username or account number and PIN, and click Logon. Viewing your inbox 1. In the toolbar, click Inbox. Your inbox displays current notifications that require your attention. The Start Date is the date and the time that the notification was created. Use the arrows to sort the notifications by Priority, Start Date, or Subject. Tip: Tip: To see all notifications in your inbox, select All Received Requests in the Select field. Notifications remain in your inbox until notifications are archived by your system administrator, the request time expires, or the notifications are deleted by the sender or system administrator. The screen can display up to 20 notifications. Tab through the pages to see additional notifications. 2. To view the contents of a notification, click the subject of the notification. To acknowledge an Advisory notification, click Acknowledge. To respond to a Notification and Response notification, select the appropriate response, and click Submit. To send an copy of the notification, click This Request at the top of the page. Enter the addresses for the recipients, separated by a comma or a semi-colon. - Copies include the message text and optionally the responses that have been received. Copies do not include a means for recipients to respond to the notification. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

10 Chapter 2: Viewing your notifications To view the next notification, click Next. Or to view the previous notification, click Previous. 10 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

11 Chapter 3:Configuring system-level contact settings for users About system-level contact settings Contact settings determine which devices are contacted at which times for which events and can be configured on a per-user basis. System-level contact settings make it possible for you to configure a default notification policy that applies to all users. For example, all users are contacted on their work telephones for high-priority events. System-level contact settings initially apply to all users. However, users can customize their settings. To configure a default notification policy, configure system-level settings for: Points of contact. Devices on which Communications Process Manager can contact users. For example, a point of contact might be users work telephone, work account, or mobile telephone. Time profiles. Intervals of time for which users are contacted differently or not contacted at all. For example, a time profile might be business hours, weekends, or holidays. Notification profiles. Rules that specify which devices to contact at specific times. For example, users' might be contacted on their work telephones during business hours and on their mobile telephones from 5:00 p.m. to 7:00 p.m. Notification profiles associate contact devices with time profiles. Notification filters. Rules that specify which devices to contact at which times for specific events. For example, for urgent notifications, users might be contacted on their mobile telephones during business hours. Notification filters associate specific events or message text with notification profiles. Configuring the devices to contact About system-level points of contact Points of contact are the devices on which Communications Process Manager can contact users. Points of contact can be addresses, SMS, or telephone numbers.. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

12 Chapter 3: Configuring system-level contact settings for users As the system administrator, you can define points of contact at the system level. Users cannot change these settings, but they can override them by adding a new point of contact with the same name. For example, if you create a system-level point of contact named Office , a user could override this point of contact by naming a new point of contact Office . Communications Process Manager has two preconfigured system-level points of contact: telephone number and . These points of contact are populated from the Communications Process Manager local LDAP and are specified on the Account Information page. See Viewing one specific user account. (Overriding of system-level point contacts applies only to the user's account, not to the system-level points of contact.) Important:! Important: For a contact device to receive notifications, you must associate the device with a notification profile. Optionally, you can associate a notification profile with a notification filter. Notification profiles define which devices to contact at specific times. Notification filters define which devices to contact at which times for specific events. See Configuring which devices to contact at specific times and Configuring which devices to contact at which times for specific events. Adding a system-level point of contact 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Points of Contact. The Points of Contact page is displayed. 3. In the Name field, enter a name for this contact. For example, enter Office Phone. 4. In the Location field, select System Defaults. 5. In the Contact Type field, select the notification format for the device. You can select Electronic Mail, SMS, or Voice. 6. In the Address/Number field, enter the address, the SMS address, or the telephone number. For international telephone numbers, enter a plus sign (+), followed by the country code, and then the telephone number For SMS enter a plus sign (+) followed by digits or enter the numbers followed followed by a domain name or IP address ( @ ) Tip: Enter Tip: only the digits with no spaces or hyphens, for example Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

13 Configuring the devices to contact 7. If you select Voice in the Contact Type field, you can enter a SIP address in this field instead of a telephone number. SIP addresses use the following format: sip:user@domain or sip:number@domain.for electronic mail notifications, two additional parameters are required: Content. Select HTML or Plain Text for the message format. External. Select True. For security reasons, system information is omitted from messages that are sent to external addresses. Omitted information includes the number of pending notifications, the call back number for Communications Process Manager, and the URL for the Communications Process Manager Web Portal. 8. For SMS notifications, one additional parameter is required: External. Select True. For security reasons, certain system information is omitted from messages that are sent to external addresses. Omitted information includes the number of pending notifications, the call back number for Communications Process Manager, and the URL for the Communications Process Manager Web Portal. For SMS notifications, use the following formats: sip:number@domain or sip:user@domain. 9. Click Save. 10. To test the device, select the device in the Contacts field at the top of the page and click Test. If the device receives a test notification from Communications Process Manager, the device is added correctly. The test notification is sent to the logged in user. To receive a test notification for a system-level point of contact, the logged in user account must: - Be designated as a licensed Communications Process Manager user - Be designated as an administrator - Have a telephone number or address configured. By default, the preconfigured administrator account is not licensed and does not have contact information configured. Unless, this preconfigured administrator account has been modified, you may have to designate a different user as an administrator to test a system-level point of contact. Changing an existing point of contact 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Points of Contact. The Points of Contact page is displayed. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

14 Chapter 3: Configuring system-level contact settings for users 3. In the Contacts field at the top of the page, select the contact to change. 4. Change the settings as needed. Tip: Tip: Tip: To clear all fields, click Clear at the bottom of the page. 5. Click Save. Tip: If you change the name of a point of contact, this will replace the existing point of contact. It will not create an additional point of contact with a new name. For example, if your contact name is New and you replace it with Newer, the New contact longer exists. Deleting a point of contact Important:! Important: Before you can delete a point of contact, you must remove it from all notification profiles. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Points of Contact. The Points of Contact page is displayed. 3. In the Contacts field at the top of the page, select the contact to delete. 4. Click Delete. Configuring time profiles About time profiles Use time profiles to define intervals of time for which users are contacted differently or are not contacted at all. For example, you probably want to create a system-level time profile named Business Hours. You might configure this profile to be Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00), or whatever times are typical working hours for your company. 14 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

15 Configuring time profiles Users cannot change these settings, but they can override them by creating a new time profile with the same name. For example, if you create a system-level time profile named After Hours, a user could override this time profile by naming a new time profile After Hours. (Overriding of system-level time profiles applies only to the user's account, not to the system-level time profiles.) Adding a system-level time profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Time Profiles. The Time Profiles page is displayed. 3. In the Name field, enter a name for the time profile. 4. In the Location field, select System Defaults. 5. Click Time Zone. It is strongly recommended to set the time zone based on location. Tip: Tip: The GMT offset requires a manual adjustment based on the time of year. For example, for New York City, the GMT offset for Daylight Savings Time is -4. The GMT offset for standard time is -5. If you are setting the GMT offset when Daylight Savings Time is in effect, set it to -4. When New York City returns to standard time, modify the GMT offset to -5. Add the time intervals that you want included in the time profile. 6. Add the time intervals that you want included in the time profile. Time intervals include days of the week and hours of the day. For example, you might set the After Hours profile to be Monday through Friday, 7:00 p.m. (17:00) to 9:00 p.m. (19:00). a. Click Add Interval. b. Enter the days of the week and the hours of the days to include in the profile. 7. See Including or excluding specific dates to further define the time intervals to include or exclude in the time profile. 8. Click Save. Changing an existing time profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Time Profiles. The Time Profiles page is displayed. 3. In the Time Profiles field at the top of the page, select the time profile to change. 4. Change the settings as needed. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

16 Chapter 3: Configuring system-level contact settings for users Tip: Tip: To clear all fields for a time profile, click Clear at the bottom of the page. 5. Click Save. Including or excluding specific dates Use this procedure to include or exclude specific dates, date ranges, or time profiles from a time profile. 1. Open the time profile for which you want to include or exclude dates. See Changing an existing time profile. 2. Select Date, Date Range, or Profile: To include or exclude one specific date, click Date. To include or exclude a date range, click Date Range. To include or exclude another existing profile, click Profile. Select Exclude or Include. 3. Select the date, the date range, or the profile to include or exclude. 4. Click Save. Examples Exclude specific holidays from a time profile. For example, exclude New Years Day from the Business Hours time profile. Add a profile named Non-Business Hours that excludes the Business Hours profile. Add a profile named Holidays that includes all corporate holidays. Then exclude the Holidays profile from the Business Hours profile. Add a profile named Working Weekends that includes special workdays. Then include the Working Weekends profile in the Business Hours profile. Changing the time zone for a time profile Tip: Tip: Use this feature to create a time profile for when users travel. Time profiles operate based on the time zone that you assign to the profile. If you do not assign a time zone, the time zone that is assigned to the user account is used. 16 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

17 Configuring which devices to contact at specific times 1. Open the time profile that you want to change. See Changing an existing time profile. 2. Select Set Time Zone. Then select the specific time zone to assign. 3. Click Save. Deleting a time profile Important:! Important: Before you can delete a time profile, you must remove it from all notification profiles. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Time Profiles. The Time Profiles page is displayed. 3. In the Time Profiles field at the top of the page, select the profile to delete. 4. Click Delete. Configuring which devices to contact at specific times About contacting specific devices at specific times Use notification profiles to define which devices to contact at specific times. For example, you might create a system-level notification profile named MY DEFAULT. This profile can send notifications to users: - Communications Process Manager inbox 24 hours a day, 7 days a week. - Work telephone 24 hours a day, 7 days a week. Users cannot modify or delete system-level notification profiles from their own user account. Be sure to designate one system-level notification profile as the default profile. This profile is used for all notifications except those that match a notification filter. Users can change which profile serves as their default. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

18 Chapter 3: Configuring system-level contact settings for users Adding a system-level notification profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Profiles. The Notification Profiles page is displayed. 3. In the Name field, enter a name for the notification profile. 4. In the Location field, select System Defaults. 5. To use this notification profile for all notifications except those that match a notification filter, select Make this the system default notification profile. Be sure to designate one system-level notification profile as the default profile. This profile is used for all notifications except those that match a notification filter. Users can change which profile is used as their default. 6. Add contact devices to the notification profile and define the time during which each device is contacted. If users respond to a notification before all their devices are contacted, their other devices are not contacted. a. Click Add Contact. b. Select the contact device from the drop-down list. c. By default, devices are contacted 24 hours a day, 7 days a week. To change the default, click Add Time and select a time profile. By default, notifications are sent to users' Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. 7. Click Save. Changing an existing notification profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Profiles. The Notification Profiles page is displayed. 3. In the Notification Profiles field at the top of the page, select the profile to change. 4. Change the settings as needed. By default, notifications are sent to users' Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. 5. Click Save. 18 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

19 Configuring which devices to contact at specific times Delaying initial contact Use this feature to be contacted only if an issue is not resolved within a specific period of time. For example, supervisors might want to be contacted only if a notification is still pending after 1 hour. 1. Open the notification profile for which you want to delay initial contact. See Changing an existing notification profile. 2. Click the checkbox under Initial Notification. 3. Select After from the dropdown menu. 4. Select the number of days, hours, or minutes to delay. 5. To count the delay in terms of a specific time profile, select the profile. For example, to count the delay in business hours instead of clock hours, select the Business Hours time profile. Example 6. Click Save. Initial contact is delayed for 2 hours in the Business Hours time profile, which is defined as Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:00 p.m. on Friday, users are first contacted at 10:00 a.m. on Monday. Delaying contact of a specific device Use this feature to contact users' devices sequentially instead of simultaneously. For example, Communications Process Manager can first contact users' work telephones. If they do not respond, users' mobile telephones can be contacted 10 minutes later. 1. Open the notification profile for which you want to delay contact. See Changing an existing notification profile. 2. Click Add Time next to the device for which to delay contact. 3. Select After, and then select the days, hours, or minutes to delay. This delay is counted after users' initial contact. If users respond to a notification before all their devices are contacted, their other devices are not contacted. 4. To count the delay in terms of a specific time profile, select the profile. For example, to count the delay in business hours instead of clock hours, select the Business Hours time profile. 5. Click Save. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

20 Chapter 3: Configuring system-level contact settings for users Example Contact of users' mobile telephones is delayed for 10 minutes in the Business Hours time profile, which is defined as Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:55 p.m. on Friday, users' mobile telephones are first contacted at 9:05 a.m. on Monday if they did not already respond to the notification. Contacting a specific device only during specific hours Example 1. Open the notification profile for which you want to contact a specific device only during specific hours. See Changing an existing notification profile. 2. Click Add Time next to the device for which to delay contact. 3. In the during field, select the specific time profile during which you want the device contacted For example, to contact users' mobile telephones only during business hours, select the Business Hours time profile. 4. Click Save. Contact users' mobile telephones only during the Business Hours time profile, which is defined as Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 5:30 p.m. on Friday, users' mobile telephones are first contacted at 9:00 a.m. on Monday, if they did not already respond to the notification. Repeating contact of a specific device Use this feature to contact a specific device at a specific interval until users respond to the notification. For example, Communications Process Manager can call users' work telephones every hour. 1. Open the notification profile for which you want to repeat contact of a specific device. See Changing an existing notification profile. 2. Click Add Time next to the device for which to repeat contact. 3. Select Every. Then select the days, hours, or minutes at which to repeat. 4. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 5. Click Save. 20 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

21 Configuring which devices to contact at specific times Example Users' work telephones are contacted every hour in the Business Hours time profile, which is Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:55 p.m. on Friday, users are called on their work telephones immediately. Users are called again at 9:55 a.m. on Monday if they did not already respond to the notification. Users work telephones continue to be called once every business hour until they respond to the notification. Sending reminders for unanswered notifications Use this feature to remind users of notifications to which they have not responded. For example, users might receive one reminder every hour at their work account until they respond. 1. Open the notification profile for which you want to send reminders. See Changing an existing notification profile. 2. Click Add Reminder. 3. In the Cancel condition field, select I Respond. 4. Set the reminder interval. a. To delay reminders for a specific time, select After. Or to repeat reminders, select Every. b. Select the number of days, hours, or minutes. c. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 5. Add contact devices to the reminder and specify when each device is contacted. a. Click Add Contact. b. Select the contact device from the drop-down list. c. To specify when the device is contacted, click Add Time. By default, reminders are sent to users' Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. d. To delay contact of a specific device, select After. Or to repeat contact of a specific device, select Every. Delay times are counted from when reminders are sent to users' inbox. For example, if the delay is set to one hour for users' work telephones, users' work telephones are contacted one hour after the reminder is sent to users' inbox. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

22 Chapter 3: Configuring system-level contact settings for users Example e. Select the number of days, hours, or minutes. f. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 6. Click Save. A reminder is sent to users work account every day in the Business Hours time profile, which is Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:00 p.m. on Friday, a reminder is sent to users work account at 9:00 a.m. on Monday if they did not already respond to the notification. Users continue to receive one reminder every business day until they respond to the notification. Sending reminders for notifications that are pending Use this feature to remind users of notifications that are pending even if the users have already responded to the notifications. Some applications, such as repair ticket notifications, may keep notifications open until the underlying problem is resolved. 1. Open the notification profile for which you want to send reminders. See Changing an existing notification profile. 2. Click Add Reminder. 3. In the Cancel condition field, select Request Completes. 4. Set the reminder interval. a. To delay reminders for a specific time, select After. Or to repeat reminders, select Every. b. Select the number of days, hours, or minutes. c. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 5. Add contact devices to the reminder and specify when each device is contacted. a. Click Add Contact. b. Select the contact device from the drop-down list. c. To specify when the device is contacted, click Add Time. By default, reminders are sent to users' Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. 22 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

23 Configuring which devices to contact at specific times Example d. To delay contact of a specific device, select After. Or to repeat contact of a specific device, select Every. Delay times are counted from when reminders are sent to users' inbox. For example, if the delay is set to one hour for users' work telephones, users' work telephones are contacted one hour after the reminder is sent to users' inbox. e. Select the number of days, hours, or minutes. f. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 6. Click Save. A reminder is sent to users work account every day in the Business Hours time profile, which is Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:00 p.m. on Friday, a reminder is sent to users work account at 9:00 a.m. on Monday if the notification is still pending. Users continue to receive one reminder every business day until the notification is closed or canceled. Changing the system default notification profile Be sure to designate one system-level notification profile as the default notification profile. If users do not designate a personal default notification profile, the system-level default notification profile is used for all notifications except those that match a notification filter. For more information, see About the order for comparing notifications to filters. If you do not designate a system-level default notification profile, the system default is used. The system default sends notifications to users Communications Process Manager inbox 24 hours a day. 1. Open the notification profile that you want to be the default. See Changing an existing notification profile. 2. Select Make this the system default notification profile. 3. Click Save. You must first designate a new system default notification profile to remove the the current system default setting. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

24 Chapter 3: Configuring system-level contact settings for users Deleting a notification profile Important:! Important: Before you can delete a notification profile, you must remove it from all notification filters. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Profiles. The Notification Profiles page is displayed. 3. In the Notification Profiles field at the top of the page, select the profile to delete. 4. Click Delete. Configuring which devices to contact at which times for specific events About contacting specific devices at specific times for specific events Use notification filters to define which devices to contact at which times for specific events. Notification filters associate specific events or message text with notification profiles. You can specify which notification profile you want to use based on the following characteristics of notifications: Example Application name Sender Subject Priority You might want to define system-level notification filters based on application. For example, you can create two notification filters: Advisory--Matches notifications that are created by the Advisory application. You might want Advisory notifications sent to users : - Communications Process Manager inbox 24 hours a day, 7 days a week 24 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

25 Configuring which devices to contact at which times for specific events - Work account 24 hours a day, 7 days a week Notify and Conference--Matches notifications that are created by the Notify and Conference application. You might want Notify and Conference notifications sent to users : - Communications Process Manager inbox 24 hours a day, 7 days a week - Work account 24 hours a day, 7 days a week - Work telephone during business hours (as defined by a time profile) About the order for comparing notifications to filters To determine which devices to contact at which times for each notification, Communications Process Manager sequentially checks the following: 1. System override filters. If system override filters are configured, incoming notifications are compared to the filters in the order that the filters are displayed. If a match is found, the notification profile that is assigned to the first matching filter is used for the notification. If no match is found, Communications Process Manager checks for personal filters. 2. Recipients' personal filters. If recipients have configured personal filters, incoming notifications are compared to the filters in the order that the filters are displayed. If a match is found, the notification profile that is assigned to the first matching filter is used for the notification. If no match is found, Communications Process Manager checks for personal default notification profiles. 3. Recipients' personal default notification profile. If recipients have configured a personal default notification profile, this profile is used for the notification. If recipients have not configured a personal notification profile, Communications Process Manager checks for system-level filters. 4. System-level filters. If system-level filters are configured, incoming notifications are compared to the filters in the order that the filters are displayed. If a match is found, the notification profile that is assigned to the first matching filter is used for the notification. If no match is found, Communications Process Manager checks for a system-level default notification profile. 5. System-level default notification profile. The default notification profile is used for all notifications except those that match a notification filter. Communications Process Manager R2.2 Web Portal Help for Administrative Users August

26 Chapter 3: Configuring system-level contact settings for users Adding a system-level notification filter 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. In the Name field, enter a name for the notification filter. Tip: Tip: Use a name that identifies the filtering criteria. For example, the name might consist of the application name or text. 4. In the Filter Range field, select one of the following options: - To create a system-level notification filter, select System Default. - To create a system-level notification filter that overrides all user filters, select System Override. This option makes it possible for you to enforce a notification policy. 5. In the Notification Profile field, select the notification profile that you want to use for notifications that match this filter. 6. Select Application and/or Filter Rule: To match notifications from a specific application: a. Click Application. b. In the Application field, select the application that you want to match. To match notifications that contain specific text: 7. Click Save. a. Click Filter Rule. b. For the text location, select either Subject, Sender or Priority. c. For the subject or the sender text, select either contains or is equal to. If you select is equal to, the subject or the sender of the notification must match the filter exactly and cannot contain any extra text. For priority, select Low, Medium, or High. d. Enter the text to match. Application and Filter Rules can be used together. For example, you can assign a filter rule to an Advisory Application. 26 Communications Process Manager R2.2 Web Portal Help for Administrative Users August 2008

27 Configuring which devices to contact at which times for specific events Changing an existing filter 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, locate the filter that you want to change. 4. Change the settings as needed. 5. Click Save. Changing the filter sequence Incoming notifications are compared to notification filters in the order in which the filters are displayed. System override filters are checked first, then users' personal filters, then users' default notification profile if one exists, and finally the system-level filters. For more information on how incoming notifications are compared to filters, see About the order for comparing notifications to filters. Use this procedure to change the sequence in which system-level filters are compared to notifications. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, click the arrows next to the filter names to move the filters up or down the list of filters. Disabling a notification filter Use this feature to turn off but not delete a notification filter. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, locate the filter that you want to disable. 4. Directly under the filter, select Inactive from the drop-down list. Deleting a notification filter 1. In the toolbar, click Account. The Account Home page is displayed. Communications Process Manager R2.2 Web Portal Help for Administrative Users August