SMS Administration and Reporting Portal

SMS Administration and Reporting Portal

SMS Administration and Reporting Portal

Private and Confidential SMS Administration and Reporting Portal – Version 2.0 1 of 26 SMS Administration and Reporting Portal Prepared by: Wirefast Limited Winchester House 19 Bedford Row London WC1R 4EB United Kingdom Proprietary Data The information contained in this document is proprietary to Wirefast Limited and all rights are reserved by Wirefast Limited. Copyright © 2004-2011 Wirefast Limited, Winchester House, 19 Bedford Row, London, WC1R 4EB. The information contained within this document is not to be reproduced or disclosed to any third party without the written permission of Wirefast Limited.

The information contained herein is subject to change. Revisions will be issued to controlled copyholders to advise of any changes and/or additions.

SMS Administration and Reporting Portal

Contents Private and Confidential SMS Administration and Reporting Portal – Version 2.0 2 of 26 Contents 1 INTRODUCTION . . 3 1.1 Information Security . . 3 2 ADMINISTRATION . . 3 3 OUTBOUND SMS . . 4 4 INBOUND SMS . . 4 5 REPORTING . . 4 6 ORIGINATING ADDRESS . . 4 6.1 Organisation Allocation . . 4 6.2 Outbound SMS OA Usage . . 5 6.3 Inbound Messages . . 5 7 ADMINISTRATION PORTAL . . 6 7.1 Login . . 7 Successful Login .

. 8 7.1.1 Long Number Administration . . 9 7.1.2 Keyword Administration . 10 7.1.3 SMS Senders Administration . 12 7.1.4 User Administration . 13 7.1.5 7.2 Fax Message Query . 15 7.3 Reports . 16 Unit SMS and Fax Usage Summary Report . 16 7.3.1 Unit SMS Number Keyword Usage Report . 17 7.3.2 Organisation SMS and Fax Usage Summary Report . 19 7.3.3 Organisation SMS Number Usage Report . 20 7.3.4 Unit Message Usage by Account Report . 21 7.3.5 Regular Reports . 22 7.3.6 Report Archive . 23 7.3.7 Failure Information . 23 7.3.8 8 SMS MESSAGE QUERY . . 23 8.1 SMS Keyword Message Query . 23 9 REGULAR REPORTS .

. 24 9.1 Country Report . 24 9.2 Rejected SMS Report . 24 10 GLOSSARY . . 25 11 PAGE LINKING . . 26

SMS Administration and Reporting Portal

Introduction Private and Confidential SMS Administration and Reporting Portal – Version 2.0 3 of 26 1 INTRODUCTION This document describes the structure of a Portal to allow Organisations to administer their Wirefast Messaging Services. 1.1 Information Security Wirefast is accredited to ISO quality standard 27001. All Wirefast portals are written with customer security in mind and are tested by Wirefast and contracted 3rd parties against a range of penetration tests and exploits. 2 ADMINISTRATION Web based facilities will allow administrators to maintain the necessary configuration and perform MI Queries on the WMS Service traffic.

Four levels of Administrator will be allowed, these are:  Organisation Administrator, the joint highest level having access to all areas of the service data. Is able to: o Create and maintain System, Primary and Secondary Administrator Users o View tracking information for an SMS/Fax sent by any user of the WMS Service o Maintain number/keyword mapping tables for all Organisations o Perform MI reporting on all WMS Service traffic o Allocate Inbound SMS numbers to Organisations  System Administrator, the joint highest level having access to all areas of the WMS Service data. Is able to: o Perform the same functions as an Organisation Administrator  Primary Administrator, concerned with a particular unit of the organisation.

Is able to: o Create and maintain Secondary Administrator Users o View tracking information for an SMS/Fax sent by any user under their unit o Maintain number/keyword mapping tables for their unit o Perform MI reporting on the associated units  Secondary Administrator, again concerned with a particular unit of the organisation. Is able to: o View tracking information for an SMS/Fax sent by any user under their unit o Maintain number/keyword mapping tables for their units o Perform MI reporting on the associated units NB. Organisation Administrator & System Administrator are essentially the same and as currently defined exist to differentiate between Organisation and IT users respectively.

Unless otherwise stated, mention of Organisation Administrators also applies to System Administrators as well.

SMS Administration and Reporting Portal

Outbound SMS Private and Confidential SMS Administration and Reporting Portal – Version 2.0 4 of 26 3 OUTBOUND SMS The outbound SMS service will allow the use of Originator Addresses (OA) for particular Organisations sending email addresses. These OAs will consist of “long numbers” i.e. a mobile phone number, thus allowing the SMS recipient to reply. Such replies are routed back to the Wirefast Messaging Service (WMS) allowing a 2 way SMS conversation. Part of the familiar name of the originating email address, the organisation name, will be used for reporting purposes and to make the messages available for viewing by certain administrators.

4 INBOUND SMS A set of SMS long numbers will be allocated for use with the Organisations Service. Organisation Administrators will allocate these numbers to individual units. SMS messages received on these numbers will be routed to a mailbox on the Organisations Service depending on the long number and keyword found in the SMS message. Administrators will maintain the number/keyword routing tables. 5 REPORTING Web based reporting facilities will be available to administrators as follows  Message Queries for units under the Admin’s area of control for the previous 7 days  Ad hoc summary reports for units under the Admin’s area of control over the previous 2 years.

 Manage the list of email users who receive fixed reports on a daily/weekly/monthly basis 6 ORIGINATING ADDRESS The WMS Service allows selected users to send SMS messages with a valid originator mobile number (also called an Originator Address or OA). This will allow the recipient to reply to the originator via SMS. Wirefast will receive the reply SMS and route it to the originators email address based on keywords (the first word) parsed from the reply SMS text. Table/s will be provided to map email addresses to long numbers and keywords, allowing:  Lookup of sender addresses to yield an OA for outbound SMS  Allocation of a message to a unit for administration and reporting purposes  For Inbound SMS, lookup of Long number & keyword combinations to yield an email address/s to which inbound SMS may be forwarded.

6.1 Organisation Allocation All traffic (Fax, Inbound SMS and Outbound SMS) will be allocated to a 64 character (maximum) unit name, where possible. This will be used to restrict Primary and Secondary Administrators to a subset of the unit’s service traffic, as far as Ad hoc queries and reports are concerned.

SMS Administration and Reporting Portal

Originating Address Private and Confidential SMS Administration and Reporting Portal – Version 2.0 5 of 26 For inbound SMS messages the unit is found using the Long Number on which it was received. For outbound messages the unit is determined from the Senders email address, or From: address which is formatted as follows: “Lastname Firstname (organisation name)” e.g.

“Smith John (Haringey Teaching PCT)” The unit to which the message will be allocated is determined as follows: 1 For outbound SMS messages the senders email address (e.g. john.smith@email.net) is compared to the list of senders. If matched, the unit assigned to the message is the unit associated with the senders OA. 2 For outbound Fax or if the SMS is not matched in step 1 above the “unit name” is extracted from the senders From: address (e.g. Haringey Teaching PCT) and compared to the list of valid units (as supplied by Customer). Again, if a match is found then that unit is assigned to the message.

3 If no match is found then the message is assigned a virtual unit of “UNKNOWN” The virtual unit “UNKNOWN” allows such messages be reported on and tracked by unit Administrators or authorised Primary or Secondary Administrators. 6.2 Outbound SMS OA Usage The sender’s email, as discussed above, is also used to determine the OA to be used as the reply address for an outgoing SMS message. The senders email address (e.g. john.smith@email.net) is compared to the list of senders. If matched the associated OA is used with the outgoing SMS message.

6.3 Inbound Messages The Service will use the existing Wirefast inbound SMS facility allowing routing of received SMS messages depending on Inbound long number and recognised keywords.

Administrators will be able to set up keywords and long numbers when configuring the From: address long number mappings. When an SMS is received on a long number, WMS accesses the table using the long number to retrieve the associated keywords and routings. WMS then extracts the first complete word of the SMS message text and compares it to the keyword list (ignoring case). The text is forwarded to the email addresses matching the keyword found. Where no keyword is found two options exist for further processing:  The message is forwarded to a default address configured by the Administrator (by specifying an email address against a special keyword of “NO-KEYWORD”).

 If no default has been configured the message is rejected back to the sender (a mobile number) with suitable wording of the form “Your message to was rejected as the required key word could not be recognised”. NB. Actual wording is to be defined by Client. A regular report will be available giving the total number of rejected Inbound SMS for each unit. See section 0.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 6 of 26 Each inbound message is allocated to an unit (determined from the long number it is received on) for reporting purposes.

Messages forwarded to a units email address as a result of an Inbound SMS will have the following features:  They will be anonymous, no references to Wirefast.  The Reply To: address will be of the form @sms.emaildomain.net. This will allow the email recipient to reply to the sending mobile.  The subject of the email will read as follows o “: SMS from ” e.g.CANCELAPPOITMENT: SMS from +447870672563 o Where is the recognised keyword converted to upper case.

o is the sending Mobile number o Where no keyword was detected is replaced with “NO- KEYWORD” e.g. NO-KEYWORD: SMS from +447870672563 7 ADMINISTRATION PORTAL Wirefast will create one or more top level Organisation Administration logins, but will also have the ability to create Primary and Secondary Administrators. Organisation Administrators will be able to create any administrator roles, including other top level Administrators. Primary Administrators will only be able to create Secondary Administrator User logins. Secondary Administrators may not create other Users. Organisation Administrators will have access to all message metadata and keyword mapping configuration on the Organisations account.

Primary and Secondary Administrator users will have access to all message metadata and keyword mapping configuration associated with their sections only.

The portal will recognise the login and the Administrator Role of the user, granting access and privileges accordingly. Administration facilities will consist of:  Login  SMS/Fax Message Query  SMS Keyword Message Query  Keyword Administration  Sender Administration  User Administration.  Request Reports  Request and maintain regular reports All admin screens will contain common information including:  Organisation logo (Top left)  Details of logged on user (Top right).  Menu bar (Below logo)

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 7 of 26  Link to the Helpdesk contact page (bottom right) All Administrator actions will be logged and kept for 2 years.

Requests for specific logging information may be requested by email to GMST. 7.1 Login Required fields:  Email address  Password Buttons:  Login – Uses the entered data to check credentials with the Wirefast database.  Forgotten Password – causes a forgotten password screen to be displayed. This will allow entry of an email address. A submit button will verify that the address exists in the Wirefast database and if so will generates a new password which will be sent to that address. On subsequent login the user will be required to set up a new password. A cancel button causes the login screen to be redisplayed.

NB. Email addresses are considered to be unique over the life of the system. i.e. individual’s addresses are not reallocated to new users should they leave or no longer have use for the address.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 8 of 26 Successful Login 7.1.1 A successful login results in display of the Service Portal Landing page consisting of user information and the Menu Bar, which consists of:  Keyword Admin (see section 7.1.2)  User Admin (not available to Secondary Administrators) (see section 7.1.4)  Long Number Admin Available to Organisation Administrators only (see section 7.1.2)  SMS Sender Admin (see section 7.1.4)  Message Query o Fax (see section 7.2) o SMS (see section 8) o SMS Keyword (see section 8.1)  Reports See section 7.3 for details.

A dropdown allows selection of: o Unit SMS and Fax Usage Summary o unit SMS and Fax Usage by Originator Summary o Unit SMS Number Keyword Usage Report o Organisation SMS and Fax Usage Summary (Available to Organisation Admin’s only) o Organisation SMS Number Usage Report (Available to Organisation Admin’s only) o Regular reports  Account (Intended to show the current User’s details and allow the users password to be changed)  Help  Logout These options are available from all appropriate screens.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 9 of 26 Long Number Administration 7.1.2 Wirefast GMST will provide Long Numbers and allocate them to the Organisation Service. Organisation Administrators will then allocate these numbers to units as required. Global long numbers will be ordered separately and must be identified as such when initially configured by GMST. i.e. English long numbers may not be allocated to a French unit and vice versa.

The Long Number Administration Page will allow Organisation Administrators to view currently allocated Long Numbers, Assign unallocated Long Numbers and Unassign Long Numbers when no longer needed by a unit.

 Search Area. Allows filters to be specified to limit the list of long numbers displayed. They may be filtered by: o Unit. a dropdown allowing selection of an unit. o Long Number. A number entry box allowing Users to enter a full or wildcarded Long Number  Long Number display area – lists the allocation details of each unit/ long number matching the filter criteria. This will include columns for Long number and units only. The area is initially displayed in Long Number numeric order, but can be reordered by clicking on the other column heading. Buttons:  Search – Causes the database to be searched for the specified filter criteria for the account.

 Assign –Causes a screen to be displayed which allows selection of an unit via a dropdown and a Long Number from a scrolling list of unassigned Long Numbers. The Administrator first selects an unit, once selected the unassigned long numbers for that unit’s associated country are displayed. The Administrator secondly selects a number. Two buttons are available, Assign makes the allocation in the database but is only available when a long number has been selected, and Cancel returns to the previous screen with no database changes  Unassign – Works on a single assigned Long Number row which has been selected in the list area.

A screen is displayed which requests confirmation that the selected Long Number should be added back into the unassigned pool. Two buttons are available, Unassign makes the database change and Cancel returns to the previous screen with no database changes. NB. A Long number may not be unassigned where keywords still exist for that number.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 10 of 26 Keyword Administration 7.1.3 The Keyword Administration screen allows Administrators to define the properties of specified Long Numbers and Keywords. Administrators must select a long number. Organisation Administrators can select a long number assigned to any unit. Other administrators can select a long number currently assigned to their units. Administrators can add and remove keywords to the selected long number. For the selected long number and keyword pair, the administrator can define a description of the keyword (its use for example) and inbound destination email addresses.

The screen contains two areas:  Search Criteria. Allows filters to be specified to limit the keyword data displayed. Filters which may be specified are: o Unit A dropdown allowing a unit to be selected. NB. For Primary and Secondary Administrators the unit is pre-populated and may not be changed. o Long Number A dropdown of the long numbers associated with the unit. Where only one is available to an Administrator it is pre- populated o Destination Email Address A text field allowing the destination email address or wild-carded part thereof to be entered. o Keyword A text field allowing keyword or wild-carded part thereof to be entered.

 Keyword display area – Filtered data is displayed in a scrolling list consisting of (and ordered by): o Unit o Long number o Keyword (one keyword per row) o Keyword description o Destination Email address Buttons:  Search button – The database is searched using the filter criteria and matching data is displayed in the Keyword display area.  Add keyword button – allows addition of a record to the keyword database. A screen is displayed showing: o Unit, pre-populated with the unit associated with the Primary or Secondary Administrator, or a dropdown for an Organisation Administrator.

o Long Number, a dropdown containing the allowed Long Numbers, pre-populated if only one.

o Keyword, a text box allowing entry of a single keyword (always forced to upper case) o Keyword Description, text describing the use of the keyword as an aide-memoire, up to 128 characters. o Destination Email Address, a text box allowing entry of a single email address.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 11 of 26 o Add button will cause the entered email address to be confirmed via SMTP verify, and the record entered into the keyword database. Keywords may not be duplicated for a given long number. The screen will be replaced with a confirmation message confirming (or not) that the address was added which must be acknowledged by the user. The previous screen will be updated to show the new address. o Cancel button will clear the screen and return the user to the previous screen.

 Edit keyword button - will only be available when a single entry in the Keyword Display Area is selected.

Use of the button causes a screen to be displayed similar to that of the Add button above. However, only the Keyword Description and Destination email address may be altered. An Update button causes the email address to be confirmed via SMTP verify, and the record updated into the keyword database. The previous screen will be updated to show the new details. A Cancel button causes the previous screen to be redisplayed with no changes.

 Remove keyword button – will only be available when one or more entries (rows) from the Keyword Display Area are selected. Use of the button causes a screen to be displayed requesting delete confirmation of the selected entries along with Confirm and Cancel buttons o Confirm button causes the selected entries to be removed from the database. The screen is cleared and the previous screen refreshed to show the new state of the database for the filter criteria o Cancel button causes the screen to be cleared and no updates are made to the database.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 12 of 26 SMS Senders Administration 7.1.4 The SMS Senders Administration screen allows administrators to maintain a list of email addresses that are allowed to send SMS messages with a valid return address (an OA or Long number).

The Administrator can view the list of senders by full or wildcarded email address and or by long number. In either case Primary or Secondary Administrators may view records associated with their units. Authority and System Administrators may view records from any units.

The screen contains 2 areas:  Search Criteria. Allows the following filters to be specified: o Units. A dropdown allowing a unit to be selected. NB. For Primary and Secondary Administrators the unit is pre-populated and may not be changed. o Senders Email. A text box allowing entry of a full or wildcarded email address o Long Number. A dropdown for long numbers available to the administrator.  Sender display area. Filtered data is displayed in a scrolling list consisting of: o Unit o Long number – the number used as the OA on the outgoing message o Sender email o Sender description – A short aide-memoire regarding the senders use of the SMS reply facility.

Buttons  Search – The database is searched using the filter criteria and matching data is displayed in the Sender display area.  Add – Allows addition of a sender to the database. A screen is displayed showing: o Unit, pre-populated with the units associated with the Primary or Secondary Administrator, or a dropdown for an Organisation Administrator o Long number, a dropdown containing the allowed Long Numbers, pre-populated if only one. o Sender email, A text box allowing entry of a valid email address o Sender description, A text box allowing entry of relevant info associated with the sender o Add Button, will cause the entered email address to be confirmed via SMTP verify, and the record entered into the Senders database.

Senders may not be duplicated across different units or Long numbers. The screen is replaced with a confirmation (or otherwise) that the sender was added, this must be acknowledged by the Administrator. The previous screen will be displayed and refreshed to show the new data.

o Cancel button, will cause the previous screen to be redisplayed with no changes made to the database  Remove – will only be available when one or more records are selected from the Senders display area. When used a screen is displayed requesting removal of the sender’s records. A confirm button causes the selected items to be

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