CounterPath Corporation Suite 300, Bentall One Centre 505 Burrard Street, Box 95 Vancouver, BC V7X 1M3 Canada Telephone: +1.604.320.3344 www.counterpath.com CounterPath Partner Ordering Portal Administrator Guide July 2017 R3
Contents 1 Introduction 3 2 List of Common Errors 4 3 Using the Partner Ordering Portal 5 4 Annual Renewal Date 6 Perpetual License 6 5 Onboarding a New Enterprise Customer 7 Add a new Partner 7 Complete the new Partner Fields 8 Send Welcome Email 9 Place an Order 9 6 Provisioning Softphones 12 7 Viewing Reports 14 8 Other Tasks 15 Add Additional Administrators 15 Edit Administrator and their Permissions 16 Email Templates 16 Access Support 16 2 2017 CounterPath Corporation
1 Introduction CounterPath s Partner Ordering Portal is intended for use by CounterPath s direct partners only, to allow our partners to on-board new resellers and/or enterprises and to place orders for softphones. There are two types of partners that CounterPath supports: Distributors who sell primarily to Resellers Resellers who sell directly to Enterprises For example, in the case of a Distributor partner, only the Distributor will have access to the Partner Ordering Portal. Resellers and enterprises will not be given access to the portal; instead, Resellers (and at the their discretion, some enterprises) are provided with access to CounterPath s Stretto Provisioning Server. By using the Stretto Admin User Interface, customers can configure end users. Refer to Provisioning Softphones section for details. The Partner Ordering Portal is tightly coupled with CounterPath s Cloud Solutions Bria Stretto offering. Partners will typically sell CounterPath s standard Bria Stretto red client that is controlled and managed by CounterPath s hosted Stretto Provisioning Server. 3 2017 CounterPath Corporation
2 List of Common Errors The current implementation of the Parter Ordering Portal requires that the administrator correctly input all attributes when on-boarding a new customer; once a customer group is set up, it often requires intervention from CounterPath support to make corrections or changes. For example, although the Admin is able to change the customer group name that appears within the Portal, the Stretto Group Name attribute cannot be changed by the Admin in the event of a misspelling. Also, the Portal has specific rules regarding the placement of customer groups within the Stretto hierarchy. For example, when the Partner is on-boarding a new Reseller, it is often the case that the Reseller wants to purchase licenses for their own corporate use. In this case, the Partner must on-board the Reseller with a Template Type of Unlimited, and then create another customer group under the Reseller with a Template Type corresponding to the license type they wish to purchase (e.g. Per User). Although both customer groups correspond to the same reseller, the customer group names must be unique, and the primary admin for both customer groups must also be different (one option is to use a dummy admin name & e-mail address for the 2 nd customer group (e.g. admin ID of AcmeAdmin with e-mail address of admin@acme.com). Furthermore, when specifying the admin for a customer group, the admin name must be unique within Stretto (if a customer already has an account on Stretto, this will likely cause a conflict). Another common error is for a Partner to specify that a customer be placed under a specific Reseller, but then realize they want to put the customer under a different Reseller. While this can be corrected after the fact, it requires manual intervention on the part of CounterPath. When on-boarding a Reseller onto the Portal, the Reseller must always be set up with a Template Type of Unlimited ; however, this type of customer is not able to directly order softphones, but rather it is required that softphone clients be purchased through customers that appear below the Reseller in the Portal hierarchy. 4 2017 CounterPath Corporation
3 Using the Partner Ordering Portal CounterPath s Partners can use the Portal to: 1. Onboard a new customer. Specifically, the Distributor is able onboard new Resellers and Enterprises. The Distributor: Defines the name of the new Reseller; the Portal name can be different from the Stretto Group Name and can be easily changed by the admin Provides a User ID and e-mail address for the Reseller s primary administrator; it is also possible to define additional admins. Selects the e-mail / SMTP preferences for sending a Welcome e-mail (this functionality is not frequently used and will be deprecated in a subsequent release) Selects the pricing model preferences (e.g. Per User with Subscription pricing). 2. Place a softphone order on behalf of the Enterprise customer. The Partner selects the quantity of clients to be purchased. Once the order is submitted, the order is immediately processed by the CounterPath-hosted Stretto server, and the customer can start configuring end users. 3. Run a report for a specified date range to view the ordering history for that particular customer. The report includes the US dollar amount that will be charged by CounterPath to the Partner (which in some cases, will be less expensive than the standard price due to pro-rating; refer to next section for details). 4. Access the download links for the softphones 5. Access product documentation. 6. Set up different administrators with different permissions. For example: Some administrators can onboard new customers. Other administrators can only view reports. Other administrators can only place orders. 7. Email templates. A Partner can create and save customized templates for onboarding customers, for notifications of new orders (planned for implementation by Fall), and for subscription renewal reminders (planned for implementation by Fall). 8. Use customized order numbers. A Partner can input their own order number to facilitate tracking, rather than relying on the default CounterPath order number. Note: The Partner Ordering Portal does not automatically generate invoices to CounterPath s partners; CounterPath s Business Operations team invoices the customer (typically every quarter) based on the invoices tracked within the Portal. 5 2017 CounterPath Corporation
4 Annual Renewal Date A key point to consider is the Annual Renewal Date. When purchasing softphones, regardless of whether buying a subscription or a perpetual license, the annual recurring charge that must be paid; failure to pay the annual renewal fee results in termination of the service.subscription License. For a subscription license, there is a single price component in the form of a recurring fee. When a softphone order is placed, the recurring portion of the charge is pro-rated to align with the Annual Renewal Date. The Annual Renewal Date facilitates the administration of the ongoing renewal charges for each Enterprise. In the example shown below, if the Partner onboards a new Enterprise on January 1 st and places the first order on that date for 100 desktop clients, the Partner will be charged the full recurring charge. If a subsequent order is placed for the same Enterprise on July 1 st for 200 clients, the Partner will be charged for only half a year. If an order for 50 clients is placed on October 1 st, the Partner will be charged for only a quarter of the year. On the first anniversary of the Annual Renewal Date, the Partner will invoice the Enterprise for the renewal of all of the orders. Onboarding Date Order for Desktop Clients Full Recurring Charge Annual Renewal Invoice January 1 st 100 100 $24 (1 year desktop subscription) July 1 st 200 200 $12 (6 month desktop subscription) 350 $24 Partner invoices the Enterprise for the renewal of all the orders. October 1 st 50 50 $6 (3 month desktop subscription) Table 1: Annual Renewal Invoice Perpetual License For a perpetual license, an up-front fixed fee is charged at the time of the initial order, as well as an annual recurring charge, which includes access to the CPC-hosted Stretto server and access to ongoing software. CounterPath always recommends that Partners use the Subscription licensing model as a first choice; also, Partners typically should not offer both Subscription and Perpetual to their customers. 6 2017 CounterPath Corporation
5 Onboarding a New Enterprise Customer To onboard a new customer, click Child Partners in the tree. Figure 1: Child Partners Click the Add Partner green button on the right hand side. Add a new Partner In the Add a new Partner screen, complete the required fields indicated by a red asterisk *. Figure 2: Add a new Partner 7 2017 CounterPath Corporation
Complete the new Partner Fields Field Name Company Name* Stretto Group Name* Username* Email* First Name* Last Name* SMTP Host SMTP Username SMTP Password Confirm SMTP Password SMTP from Email Template Type* Show Pricing* Inherit Prices* Pricing Scheme* Description Enter the company name; this name can be changes by the Partner s admin at any time.. Enter all characters in lower case with no spaces. For example, Jupiter Systems, the Stretto Group name should be defined as jupitersystems. This field can not be easily changed, so please ensure you are spelling the name correctly. Populate with the primary administrator contact information; the Username and Email fields can not be easily changed, so please ensure you are spelling the names correctly. Furthermore, the Email address must be unique within Stretto, as otherwise the onboarding transaction will not be successful. There will be an opportunity to add additional Administrators on a subsequent screen. These fields will be deprecated in an upcoming release and should not be used. This field will be deprecated in an upcoming release and should not be used. Click on the? icon. The choices are: Unlimited for Resellers (who inherently do not have direct softphone users) Per Device for businesses that purchase licences based on the number of desktops, tablets and smart phone Per User for businesses that purchase licenses based on the number of users, with up to 4 devices allowed per user Pay As You Go for Resellers who are billed in arrears based on the number of active users, but are charged a premium; this option is only supported for subscription users. Business Bundle includes a Per User license, as well as Messaging / Corporate Roster with Presence, Screen Sharing, User Experience Metrics and Help Desk Assistant. Always select this option. This ensures that the amount that the Partner is charged by CounterPath is always displayed. This option should only be displayed to CounterPath admins; it enables special pricing to be used for specific customers (e.g. volume pricing for large deals). Select: Both Perpetual Subscription Note: In the case of an Enterprise, the Partner must select either Perpetual or Subscription, as Enterprises can select only one of these two options. In the case of a Distributor that is onboarding a Reseller, Both should be selected. * Required information Select Add or Cancel. 8 2017 CounterPath Corporation
Send Welcome Email As the final step, the Portal displays the Welcome e-mail that will be sent to the Enterprise. This e-mail provides the Enterprise with a link to set their Admin password. The Partner can edit the text of the e-mail for each on-boarded customer, or choose not to send the e-mail. It is recommended that the Partner edit the Welcome Email template to specify exactly how they want the Welcome Email to be worded; this allows Partners to use a language other than English, if required. Place an Order Once an Enterprise customer has been onboarded, the Partner needs to click on the customer s name on the sidebar. The Home tab displays the pricing scheme for that specific enterprise. In the example below, Company123 has been configured for Subscription pricing. Figure 3: Subscription Pricing To place an order for the Enterprise, the Partner clicks on the Softphones tab > Ordering Softphones. Figure 4: Ordering Softphones 9 2017 CounterPath Corporation
The Ordering Softphones tab displays the: Total number of softphones ordered to date Total number of softphones that are in use (based on data obtained from the CounterPath-hosted Stretto Provisioning Server). The Annual Renewal Date is shown as exactly one year after the initial on-boarding date; all recurring purchases (e.g. annual subscription fee, annual support fee) will be prorated. Click the Add Clients button on the right hand side to order additional clients.. There is also a Delete Clients button (not shown) to reduce the number of clients. In the example of a customer reducing the number of users from 100 to 75, there must be 75 or fewer provisioned users in the system, as otherwise the transaction will not be successful. Furthermore, the deleted softphones are immediately removed from the license count, but there is no refund provided; instead, on the renewal date, the subscription is renewed with the decreased number of users. Figure 5: Add Quantity The pricing information on the Ordering Softphones page does NOT reflect the pro-rating (i.e. in some cases, the actual charge may be less than what is initially shown). In this example, the Partner is placing an order for 100 mobile clients then clicking the Add button. View the pro-rated pricing via the Reports in Figure 10. Figure 6: Confirm Add Clients The Partner is prompted to confirm that the order is correct. Note: The pricing does not reflect the pro-rated charge. Once the Partner confirms the order, the order is immediately processed by the CounterPath-hosted Stretto platform, and the display of the total orders Purchased and In Use clients is updated. 10 2017 CounterPath Corporation
Figure 7: All Clients 11 2017 CounterPath Corporation
6 Provisioning Softphones The Administrator can make changes to end users and softphone configurations on the Stretto server. To do so, click the Softphone tab, then click Provisioning View. A new tab opens in a browser, and the Administrator will be auto logged in to Stretto Admin. In the case of a Distributor, the Reseller under the Distributor will typically be responsible for all provisioning-related activities; the Reseller s login credentials are automatically generated by the Portal and are contained within the Welcome Email. In the case of an Enterprise, the Enterprise may be provided with direct access to the Stretto platform for provisioning purposes, but in reality, the Reseller handles all provisioning. Figure 8: Provisioning View Stretto Admin has two interfaces: Basic and Advanced. You will be placed into the Basic interface after login. To switch to the Advanced interface, click Advanced beside Log out. In this example, click on the Company 123 folder to display an expanded view. Click on Device Limits to see the number of total registered devices. This aligns with the device count as shown in Figure 7: All Clients. Figure 9: Stretto Admin 12 2017 CounterPath Corporation
For more details about how to use Stretto Admin User Interface, see the Cloud Solution Quick Start Guide as well as Cloud Solution Administrator Guide. 13 2017 CounterPath Corporation
7 Viewing Reports For each Enterprise, the Partner can view the ordering history (and associated charges) by selecting the Reports tab and selecting a date range. A raw data file (CSV format) is made available for downloading. Figure 10: Saving a Report Here is a view of a sample raw data file. For each transaction, CounterPath s internal transaction ID and the actual prorated pricing is provided. Figure 11: Data File of Transaction ID and Pro-rated Pricing 14 2017 CounterPath Corporation
8 Other Tasks Add Additional Administrators The Partner can add additional Administrators for any given customer group. Click the Add Administrator button. Figure 12: Add Administrator Figure 13:Add Administrator Dialog Box Field Name Username* Email* First Name* Last Name* Description Enter user name Enter Email address; this field must be unique within Stretto. In the case of a Partner who wants to purchase softphones for their own internal use, a 2 nd customer group must be set up under the original Partner Unlimited group; in this case, a dummy Email address can be used to ensure uniqueness within Stretto. Enter the first name. Enter the last name. * Required information 15 2017 CounterPath Corporation
Edit Administrator and their Permissions Figure 14: Edit Administrator Information and Permissions The Partner can set up different administrators with different permissions such as: ManagePartners Add a Child Partner. ManageAdmins Edit or add administrators. ManageSoftphones Place softphone orders. ManageEmailTemplates Customize the email templates. ViewReports View the detailed transactions (the Portal will export a CSV file that can be edited in Excel). Click the Send Password Reset button to send an email to reset the password. Click the Send Welcome Email button to open the Welcome to the email. Email Templates The customer can use the default or inherited templates or the customer can customize the templates accordingly. Access Support Documents Please review the available documentation under Support. Downloads Click on Download to obtain the software for the desired platform. 16 2017 CounterPath Corporation