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 .

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 “NOKEYWORD” 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 prepopulated 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

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 13 of 26 removed from the data base. A Cancel button redisplays the previous screen and no records are deleted. User Administration 7.1.5 This screen is only available to Organisation, System and Primary Administrator Users, and allows the creation and maintenance of other Administrator users.

The screen contains the two areas:  Search Area. Allows filters to be specified to limit the Users displayed. Users may be filtered by: o Unit. A dropdown allowing units to be selected. NB. Primary Administrator Users will have fixed pre-populated units. o Email. A dropdown of the Administrator email addresses associated with the unit. Where only one is available to a Primary Administrator user, it is pre-populated  Administrator User display area – list relevant details about each Primary or Secondary Administrator user matching the filter criteria. This will include columns for, User email, Units, Real name, Contact number and Status.

The area is initially displayed in email alphabetic order, but can be reordered by clicking on the header of any column.

Buttons:  Search – cause the database to be searched as per filter criteria. The results are populated in the Administrator User display area.  Add – Allows the addition of a new Administrator User. A screen is displayed to enter the following data: o User email, a text box allowing entry of an email address o Administrator Role, a dropdown allowing selection of Organisation, System, Primary or Secondary Administrator. NB. Organisation

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 14 of 26 Administrators may select any Administrator role.

Primary Administrators may only select Secondary Administrator. o Unit from a dropdown or pre populated if User is a Primary Administrator. o Name, a text box allowing entry of the users name o Contact, a text box allowing entry of the users contact details (phone number) o Comment, a text box allowing entry of any other information deemed necessary o Status, a dropdown allowing a User to be suspended, i.e. prevented from logging in o Add button, will cause the entered data to be verified and entered into the database, the last modified (see Double Click below) will reflect the date/time the record was created.

The System will send an email to the new user with a randomly generated password. NB. On first login the new user will be forced to change their password. The “bounce” address for this email will be Wirefast’s GMST department. o Cancel button, will cause the previous screen to be redisplayed with no changes made to the database.

Edit (or Double Click) – Highlighting a list entry and selecting Edit or double clicking an entry will cause a screen to be displayed allowing the User details to be edited. A confirm button will cause any changes to be written to the database and the last modified date to be set to the current date/time. Cancel will cause the previous screen to be displayed and no changes will be made to the database. The details displayed are the same as that for Add (above) with the addition of o Last Logon The date and time the User last logged in to the Portal o Last Modified The date and time the User details were last modified.

Remove - Will only be available when one or more entries in the User Display area have been selected. In addition only Primary and Secondary Administrator Users may be removed (Organisation and System Administrators can only be removed by email request to GMST). Use of the button causes a screen to be displayed requesting Delete confirmation along with Confirm and Cancel buttons.

o Confirm causes the selected Users to be deleted from the database and the previous screen refreshed to show the new list of filtered users. o Cancel 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 15 of 26 7.2 Fax Message Query Fax Message Query allows Administrators to search for individual messages and notifications sent within the last 7 days only. NB. Older data is Archived by Wirefast and records are available via email request to GMST.

Search facilities include:  Unit. A dropdown for Organisation Administrators. Pre-populated for other Administrators.  Date/time range, with easy selectors for last 7 days, last hour or last 24 hours.  Fax Out (Originator). The full email address of the originator of the fax message  Fax Out (Destination)). The full fax number of the destination fax machine  Message Ref. This is the unique Wirefast message reference allocated on receipt of the message by WMS as noted in any query results. The message reference is unique to a message on the Wirefast system and its use therefore overrides all other search criteria.

Include Notifications. A checkbox, clear by default, which when ticked causes matching Notifications to be returned in the query results.  Delivered Msgs. A checkbox, ticked by default, which causes messages which successfully delivered to be returned in the query results  Failed Msgs, A checkbox, clear by default, which causes messages which failed to be delivered to be returned in the query results.  In-Transit Msgs, A checkbox, clear by default, which causes messages currently in transit (neither delivered nor failed) to be returned in the query results Search Results are displayed in the form of a table showing columns for:  Message Ref.

This is the unique Wirefast Message reference.  Originator. This should show the From: address for Outbound fax.  Destination. This should show the destination number for Outbound fax.  Date. The Date/Time the message was received by WMS  Status. The current state of the message, Delivered, Failed or In-transit  Last at. The Date/Time the message was either last attempted, failed or successfully delivered by WMS One row may then be selected. Buttons:  View - Further details of the message to be viewed which include o Subject, o Message size (Fragments for SMS) or delivery duration (for Fax) o Number of fax pages sent (Fax only) o Total number of attempts to deliver this message o A table showing each delivery attempt, the time it occurred and the reason for failure.

Download - The results of the search to be downloaded in a CSV format

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 16 of 26 7.3 Reports Administrators may request ad hoc Summary reports or Regular reports to be delivered to specific recipients, via dedicated screens. Five ad hoc reports and 4 regular reports are available to the Organisation level administrators, only 3 ad hoc and 2 regular reports may be used by other Administrators. The initial screen allows the search criteria; a second screen displays the results.

A download button will be available on all ad hoc report screens which will cause a CSV version of the report to be saved on the Users local PC. Unit SMS and Fax Usage Summary Report 7.3.1 The Organisation SMS and Fax usage summary report shows outbound SMS, inbound SMS, and outbound Fax message totals for every day in a date range for a single unit. The report is available to all administrators. The user selects the date range (Date start, Date end). The start date is from the start of the specified day at 00:00. End date is to the end of the specified day, 23:29. Organisation Administrators select a single unit (from a dropdown).

Otherwise, the unit is that of the Primary or Secondary Administrator.

A View Report button causes a report results screen to be displayed as follows. The report header shows:  Title of “Unit SMS and Fax usage summary report”  Unit name  Unit ID  Date start  Date end  Report date Each row is the data for an unit , with the report columns showing:  Date (day)  Total number of outbound SMS fragments in day  Total number of inbound SMS fragments in day  Total number of Fax messages in day Organisation SMS and Fax Usage Summary Report Organisation Barts and the London NHS Trust Organisation ID Y11223 Date start 02/01/2011 Date end 08/01/2011 Report date 12/02/2011 Date SMS out SMS in Fax out 02/01/2011 2312 1567 56 03/01/2011 5832 2379 22 04/01/2011 3453 2567 12

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 17 of 26 05/01/2011 3535 2678 67 06/01/2011 5677 3567 67 07/01/2011 5373 2976 23 08/01/2011 2353 2167 13 Unit SMS Number Keyword Usage Report 7.3.2 The unit SMS number keyword usage report shows the usage of SMS long numbers and keywords for a single unit within a date range. The report is available to all administrators. The user selects the date range (Start date, End date). Organisation Administrators select a single unit (from a dropdown). Otherwise, the unit is that of the Primary or Secondary Administrator.

A View Report button causes a report results screen to be displayed as follows. The report header shows:  Title of “Unit SMS number keyword usage report”  Unit name  Unit ID  Start date  End date  Report date The report shows a table of all SMS long numbers for the unit and the number of SMS fragments SENT out using the number as the OA. Each row shows with the report column headings:  Number  SMS out A second table in which each row is for an SMS long number, and with columns:  Long number  Keyword  Total number of inbound SMS fragments for long number and keyword in date range

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 18 of 26 Organisation SMS Number Keyword Usage Report Organisation Barts and the London NHS Trust Organisation ID Y11223 Date start 01/12/2011 Date end 01/12/2011 Report date 12/02/2011 Number SMS out 07712346678 157418 07712346699 12865 Number Keyword Email SMS in 07712346678 CLINIC2187 BARTS.kw1@nhs.net 127567 07712346678 OPTOM7612 BARTS.kw2@nhs.net 1231 07712346678 KW3 BARTS.kw3@nhs.net 1231 07712346678 KW34 BARTS.kw3@nhs.net 5443 07712346678 Rejected 876 07712346699 CLINIC4A123 BARTS.clinic4a@nhs.net 9975 07712346699 XRAY34 BARTS.xr34@nhs.net 455 07712346699 OSTEO45 BARTS.osteo@nhs.net 543 07712346699 Rejected 234 Note that Inbound SMS that were rejected (i.e.

not delivered and so returned as NDR) are shown on the report against a row in which “Keyword” is “Rejected” and “Email” is blank.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 19 of 26 Organisation SMS and Fax Usage Summary Report 7.3.3 The organisation SMS and Fax usage summary report shows outbound SMS, inbound SMS, and outbound Fax message totals for a specified date period for all organisations. The report is available to Organisation Administrators only. The user selects the date range (Start date, End date). The start date is from the start of the specified day 00:00. The end date is to the end of the specified day, 23:29. Thus the report accumulates SMS and Fax usage for complete days (24 hours).

The report header shows:  Title of “Organisation SMS and Fax usage summary report”  Units: All  Start date  End date  Report date Each row is the data for an unit, with the report columns showing:  Unit name  Unit ID  Total number of outbound SMS fragments in date range  Total number of inbound SMS fragments in date range  Total number of Fax messages in date range  Country of unit Authority SMS and Fax Usage Summary Report Organisation All Start date 01/01/2011 End date 10/01/2011 Report date 12/02/2011 Organisation name Org ID SMS out SMS in Fax out Country England 745220 363630 2540 Scotland 645220 263630 1540 Barnet and Chase Farm Hospitals NHS Trust U3256 74522 36363 254 ENGLAND Barts and the London NHS Trust Y11223 42047 25187 363 ENGLAND Camden and Islington NHS Foundation Trust Y77889 87650 24244 235 ENGLAND etc etc etc etc etc etc

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 20 of 26 Organisation SMS Number Usage Report 7.3.4 The Organisation SMS number usage report shows the usage of all SMS long numbers for all units within a date range. The report is available to Organisation Administrators only. The user selects the date range (Start date, End date). The start date is from the start of the specified day 00:00. The end date is to the end of the specified day, 23:29. Thus the report accumulates SMS usage for complete days (24 hours).  The report header shows:  Title of “Organisation SMS Number Usage Report”  Unit: All  Start date  End date  Report date Each row is the data for an SMS long number, with the report columns showing:  Unit name  Unit ID  Long number  Total number of outbound SMS fragments in date range  Total number of inbound SMS fragments in date range  Country of unit Authority SMS Number Usage Report Organisation All Start date 01/01/2011 End date 10/01/2011 Report date 12/02/2011 Organisation name Org ID Number SMS out SMS in Country Barts and the London NHS Trust Y11223 07712346678 157418 135472 ENGLAND Barts and the London NHS Trust Y11223 07712346699 12865 10973 ENGLAND Camden and Islington NHS Foundation Trust Y77889 07912346600 5635672 4564564 ENGLAND etc etc etc etc etc etc Unassigned 07912346601 ENGLAND Unassigned 07912346602 ENGLAND Unassigned 07912346603 SCOTLAND Unassigned 07912346604 SCOTLAND etc etc etc etc etc etc Note: A mechanism is required to show unassigned long numbers.

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 21 of 26 Unit Message Usage by Account Report 7.3.5 The unit message usage by account report shows outbound SMS, and outbound Fax message totals for each email account originating traffic within a date range for a single unit. The report is available to all administrators. The user selects the date range (Start date, End date). The start date is from the start of the specified day at 00:00. End date is to the end of the specified day, 23:29. Organisation Administrators select a single unit (from a dropdown).

Otherwise, the unit is that of the Primary or Secondary Administrator.

A View Report button causes a report results screen to be displayed as follows. The report header shows:  Title of “Unit Message Usage by Account Report”  Unit name  Unit ID  Date start  Date end  Report date  Total number of messages for the entire unit with the same column headings as the numerical results Each row is data for an email account within the unit, with the report columns showing:  Date (day)  Total number of outbound SMS messages for the account in the date range  Total number of outbound SMS fragments for the account in the date range  Total number of outbound Fax messages in for the account in the date range  Total number of outbound Fax pages in for the account in the date range Organisation SMS and Fax Usage Summary Report Organisation Barts and the London NHS Trust Organisation ID Y11223 Date start 02/01/2011 Date end 08/01/2011 Report date 12/02/2011 SMS messages SMS fragments Fax messages Fax pages Totals for Organisation 234567 345678 567 678 Account SMS messages SMS fragments Fax messages Fax pages jim.naughty@nhs.net 2312 1567 56 60 phil.good@nhs.net 5832 2379 22 25 Normora.payne@nhs.net 3453 2567 12 24

Administration Portal Private and Confidential SMS Administration and Reporting Portal – Version 2.0 22 of 26 The results are initially displayed in ascending alphabetic order of Account. Clicking on the SMS messages, SMS fragments, Fax messages and Fax pages column headings will cause the results to be reordered in descending numerical order by that column. Regular Reports 7.3.6 Administrators may request regular reports be sent to themselves or other email addresses. The reports are as described in previous sections, 3.8.1 to 3.8.4 only. On entry a list of regular report recipients (email addresses) is displayed for the Administrators unit, or all recipients for an Organisation Administrator, in the top part of the screen.

A Download List button allows the displayed list to be saved as a CSV formatted file to the Users PC. The list will show columns for recipients, and each report. Each recipient row will indicate the reports received by an indicator in the relevant report column. The Administrator may either select an entry to view/edit the reports sent to the address or add a new recipient by clicking the Add button. The lower half of the screen displays the selected email address of the recipient, or allows it to be entered if the Add button has been used. For Organisation Administrators a unit field is shown which will act on those reports concerned with single units.

Below this is a table of named standard reports with tick boxes allowing those selected to be sent to the relevant recipient at daily, weekly or monthly intervals. An Add/Update button, depending on the function chosen, will cause the selected list of reports to be saved and they will be sent to the recipient at the next scheduled date. A Delete button causes the selected recipient’s reports to be deleted and their name is removed from the recipient list.

There are four reports currently which are as per the ad hoc reports described above. NB. “Organisation” reports concerning all units, may only be selected for delivery by an Organisation Administrator. NNB. The intervals operate on whole day (midnight to midnight GMT), Whole week, Monday to Sunday and calendar month

SMS Message Query Private and Confidential SMS Administration and Reporting Portal – Version 2.0 23 of 26 Report Archive 7.3.7 All Regular Reports are sent as emails via WMS, they will therefore be archived within the standard WMS Message Archive.

Retrieval of an archived report may be requested via email to GMST. Failure Information 7.3.8 Details of message failures can be gleaned from a number of sources.  Wirefast Summary Reports. These summarise the number of failures (cancellations) for each traffic type which have occurred in the reporting period. In addition these reports may also be received with CSV attachments detailing each individual message and the failure reason where applicable. The CSV can be loaded into a spreadsheet, ordered by failure reason and subtotalled as required. These reports are WMS standard reports and are generated regularly.

They can also be requested via email to GMST.  Message Query. A message query can be entered which lists only failed messages (cancellations). And presented on screen. The resulting list can be exported as a CSV and therefore manipulated in a spreadsheet. Facilities for this report type are described above.

No specific facilities are provided beyond the standard 8 SMS MESSAGE QUERY 8.1 SMS Keyword Message Query SMS Keyword Message Query allows all administrators to search for individual SMS messages involved in 2 way interchange using a particular keyword within the last 7 days. Search facilities include:  Units. A dropdown for Organisation Administrators. Pre-populated for other Administrators.  Date/time range, with easy selectors for last 7 days, last hour or last 24 hours.  Long Number. A dropdown showing long numbers for the selected unit, “All” is selected as the default.

Keyword.

A dropdown showing all keywords for the selected keyword, “All” is selected as the default.  Message Type. Messages of two types, Outbound SMS and Inbound SMS may be filtered. By default both are selected by virtue of check boxes. In addition filtering of each type is possible using originator or destination addresses. The meaning of Originator and destination is the same as that described for SMS/FAX Message Query (section 7.2) Search Results are displayed in the form of a scrolling table showing columns for:  Message Ref. This is the unique Wirefast Message reference.  Originator. This should show the From: address for Outbound SMS or the Originators mobile number for Inbound SMS.

Regular reports Private and Confidential SMS Administration and Reporting Portal – Version 2.0 24 of 26  Destination. This should show the destination number for Outbound SMS, or Destination email address for an Inbound SMS.  Keyword. The keyword associated with the inbound SMS message  Date. The Date/Time the message was received by WMS.  Direction. Either “Inbound” or “Outbound” One row may then be selected. Buttons:  Search – Causes the entered filter criteria to be used to search the message database  Reset – returns the filter criteria to the default settings.  View - Further details of the selected message, results in the same details as the view button described for SMS/FAX Message Query (section 7.2)  Download - The results of the search to be downloaded in a CSV format.

9 REGULAR REPORTS 9.1 Country Report Shows the following columns  Country, the name of the country (either England, Scotland etc. as defined by the associated unit)  Total SMS , the total number of SMS sent by users associated with unit in that country.

Total Inbound SMS , the total number of SMS messages received by inbound Long Numbers owned by units in that country  Total Delivered Fax , The total number of successfully delivered fax sent by users associated with units in that country  Total Fax(*), The total number of fax sent by users associated with units in that country (including those cancelled) Each column marked with (*) above will be totalled by column. The report can be delivered to one or more email addresses. 9.2 Rejected SMS Report Shows the number of rejected SMS (those where no keywords were recognised and which have no default routing configured) sent back to the originating mobile phone for each unit.

The report consists of 3 columns:  Unit  Long number  Number of rejections in the month The report can be delivered to one or more email addresses.

Glossary Private and Confidential SMS Administration and Reporting Portal – Version 2.0 25 of 26 10 GLOSSARY Item Meaning Organisation Administrator The joint highest administrative role in the SMS and Fax Services. Has the same abilities as a System Administrator GMST Global Messaging Support Team. Wirefast’s 24x7 helpdesk email: support@wirefast.com System Administrator The joint highest administrative role in the SMS and Fax Services.

Has the same abilities as an Organisation Administrator. Inbound SMS (IBS) An SMS message sent from a Mobile Phone to an Long Number. WMS ultimately forwards the message as an email determined by the receiving long number and a keyword.

Keyword The first word of an Inbound SMS message used route it to a mailbox. Long Number A mobile number assigned by Wirefast to the Organisation. Long numbers and keywords together permit Wirefast to route inbound SMS messages to a specific mailbox.. Metadata Message data such as address, delivery status, timing information etc., but particularly excluding the content of the message. OA Originator Address. Pertaining to the sender of an SMS and passed to the recipient by the SMS network. A valid OA allows the recipient of the SMS to reply to the originator address. Outbound SMS A message sent from an mailbox to @sms.email.net and forwarded as an SMS to by the WMS.

Primary Administrator 2nd tier of Administrator, concerned with a single unit Secondary Administrator 3rd and lowest level of Administrator, restricted to a single unit’s data Unit A business unit which form part of a larger Organisation.

Page Linking Private and Confidential SMS Administration and Reporting Portal – Version 2.0 26 of 26 Item Meaning Wildcard a character inserted in a search string allowing the matching of a single or many characters. %(percent) will allow any number of characters to be matched _(underscore) will match against any single character.

WMS Wirefast Messaging Service. 11 PAGE LINKING Home/Login Page Forgotten Password Page Administration Home Page Reports Account Message Query Search Help User Admin Search Logout Keyword Admin Search Keyword Admin Add Keyword Admin Edit Keyword Admin Remove User Admin Add User Admin Edit User Admin Remove Message Query View SMS/Fax Summary Report Search SMS/Fax Summary Report Results Long Number Admin Search Long Number Admin Assign SMS Sender Admin Search SMS Sender Admin Add Regular Reports Admin

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