1-4

Routing Node Process Flow

Table 3.5 depicts the process for creating the voice experience at a Routing node.
Table 3.5

Routing Node Process

Greetings Use the greeting attribute to orient the caller to the node. With no attribute set, VoiceBrowser uses the default specification in the iap.ini., which is to play the label of the current node.

Prompts Use the prompt attribute to guide caller behavior. With no attribute set, VoiceBrowser uses a default prompt defined in the iap.ini file.

Labels At a routing node, VoiceBrowser presents the labels of the nodes children to the caller as options.

ASR Grammar Use the keywords attribute in a node to specify the words VoiceBrowser will accept when callers attempt to navigate to that node. With no attribute set, VoiceBrowser assembles keywords based on the label attribute. The ASR grammar is constructed from the keywords of the nodes children.

Important

With few exceptions, the label attribute must be specified to ensure an optimal caller experience.

Content Developers Guide VocalPoint VoiceBrowser 1.5.3

30

Macara Personalization

Process overview
Figure 2 presents the interaction of personalization components during the users first encounter with the personalization system. Each numbered step corresponds to a process enumerated in the diagram.
Figure 2 Personalization components and interactions

(1)

RADIUS Authentication Server

Initial HTTP Request (2) (6) Store Preference Data in Cookies Response with Set-Cookie Headers (6) Content Delivery Content Server

(1) Authentication The user initiates a session with an HTTP request and is authenticated by means of a corporate RADIUS server. The BMRADIUS module extracts the administrator-configured unique identifier (e.g., MSISDN, IP address) from RADIUS Start and Stop messages. The unique IDs are stored in the subscriber database (SDB). (2) HTTP request The initial HTTP request is made. (3) Redirection to configuration server The web proxy redirects the first HTTP request of a session to the configuration server for processing. The originally requested URL is encoded in the redirected request.

(3) Redirection to Configuration Server

(5)

(4)

(4) The UI subsystem This component manages personalization interactions and defines the user experience. Both the configuration server and the UI subsystem are completely under the carriers control. The only constraints imposed by the personalization system on the design of the subsystem involve the format of cookie headers and redirection requests. (5) Redirection carrying Set-Cookie headers The configuration server redirects the request (through the WOSN) to the originally requested destination, encoding user preferences in Set-Cookie headers into the response. The web proxy checks all requests coming from the configuration domain for Set-Cookie headers containing preference data. When found, the data is copied into the appropriate SDB entry. (6) Storing preference data in HTTP cookies on the client As the redirected request reaches the client browser, it deposits HTTP cookies on the client that contain the users personalization preferences. Storing personalization data on the client device (rather than in the SDB or on the configuration server) preserves settings regardless of the IP address used to access the system.

Subsequent sessions As long as the user accesses the network from the same device, the personalization system applies the users preferences transparently to all future sessions. HTTP requests are processed as shown in Figure 2, except that in step 4, the UI subsystem detects Macara cookies resident on the user device and extracts the settings without users involvement. These preferences are reset in Set-Cookie headers included in the redirection response (5) back to the originally requested destination. As the request traverses the WOSN, the web proxy extracts the preferences and re-inserts them into the SDB, and for the remainder of the session, applies them to the users transactions. Updating personalization settings Users can modify their personalization settings at any time by connecting
directly to the web page within the UI subsystem that allows the modification of personalization settings (in the reference implementation, configure.jsp).

Bytemobile, Inc.

Macara WOSN 1.2 Personalization Addendum

Perform Customer Search

You may perform searches only on the exact customer login name.

Check Transaction History

Review Account Summary

Tier Status may increase a customers point award. See your manager for details on your companys tier status levels. Active Points are points the customer can use immediately. (The customers account summary displays this total.) Pending Points are points that the customer has earned or redeemed, but that have not yet been applied (added or subtracted) to Active Points. Date of transaction Transaction type and description Points per $ spent or per transaction

Tier Points = extra points for tier status

Total Points Customers can use active points immediately, but must wait for pending points to be applied.

Add or Delete Points

Any changes you make are reflected immediately in the Account Summary and Transaction History tables. However, customers may not be able to see the changes in their account summary until the next day. Comments entered into the Reason field appear in the Transaction column of the Transaction History table.

Tips To review current rewards or current promotions, click the links in the upper right corner of the Customer Account Info page. To print this QuickCard, be sure to select Landscape as the paper orientation in the print dialog.

Chapter 2: Recording Inflows and Outflows

Creating a New Entity

An entity is a contributor, vendor, borrower, lender, recipient or a miscellaneous source of a transaction. With NetFile, you only have to create an entity once, thereafter you simply perform a search to include the entity in a report.
1) Assign a category carefully. All Contributors and vendors must be assigned a category; if you dont, the transaction wont appear properly on the report.

2) Enter the information you need. You know the reports. Just enter the same information you would on a paper form. (Most fields will remain blank.)

3) Click the Create Now button to add the new entity to the database.

About online Create forms The forms for creating a new entity are all exactly the same; the name of the form changes according to the type of entity you are creating, but the form itself doesnt. This means that you need to complete only a few of the fields when creating a new entity.

Chapter 2: Recording Inflows and Outflows

Performing a Search
NetFile keeps a record of every contributor, vendor, borrower, lender, recipient or other entity you create. To find the one you need for a particular transaction, perform a search.
1) Set up the search. You can use any of the three fields either alone or in combination. For example, you could search for someone named Smith who lives in California. Or you could search for all entities with a Stockton address. Name. Type the full name if youre sure of the spelling, or type a string of letters the name contains. For example, if youre looking for a contributor named MacArthur, and you cant remember whether its Mac or Mc, just type Arthur. NetFile will return both spellings. City You must spell the city name correctly, in its entirety. State Select the state from the dropdown.

2) Click the Search Now button to display the search results.

3) Click the item you want to use in your document.

If necessary, click the navigation links to move among search results. By default, NetFile displays 10 items per page. When the search results in more than 10 items, NetFile How may items to display per page? divides the results into separate pages of 10 items each. For exam1) Type the number of results you want ple, if your search returns 29 items, NetFile displays the first 10 on a single page. results; to view the remaining results, use the navigation links along 2) Click the Redraw button. the bottom of the Search results table.

10

Chapter 2: Recording Inflows and Outflows

Using Quick Cards to Fill Out Forms

Quick Cards use letters to show you where you need to enter information in NetFile.

Where to find the online forms Where to find the forms shown in each Quick Card is explained here.

Paper reports Paper reports are reproduced along the top. Each entry is assigned a letter

QUICK INSTRUCTIONS FOR FORM 460, SCHEDULE A

Monetary contributions received Monetary contributions received through an intermediary Principal of Schedule B loans forgiven by the lender Principal of Schedule B loans paid by a third party

A B C

D A E

Vendor Information

Transaction Information

A A

A A F G

B C B D B B E B C D E G H I J L M N

NOTES

NetFile data entry forms NetFile forms you use to enter data in the paper report are reproduced along the bottom. The fields you can use to enter data in the form are letter-coded.

Match letters from paper to forms For example, to fill in the Amount Received this Period column in the paper report, you enter the amount in the Amount field of the NetFile data entry form.

11

RMON Usage Scenarios

RMON Usage Scenarios

The scenarios provide a concrete example of the RMON configuration process using the Macara SNMP utility. For information on installing and using the utility, refer to the Macara WOSN System Administrators Guide.

Creating an Alarm
In this scenario, a system administrator named Marc is tasked with monitoring and maintaining the performance of the Macara OSNs installed in his companys network. As part of his strategy, he wants to monitor the load, or processing demand, that each Macara nodes CPU is experiencing over time. A load value that is higher than the number of processors (typically four on an OSN) indicates that the machine is tasked beyond capacity and is likely to experience degraded performance. Load average numbers for a single-processor machine should be in the decimal range, for example, .02 or .53. For a four-processor Macara OSN, the numbers should remain under 3.5. Marc uses the RMON Alarm Configuration screen (Figure 1-9) of the Macara SNMP utility to configure the alarm.
Figure 1-9 Using the RMON Alarm Configuration screen to create an alarm

List of Configurable OIDs

List of Currently Configured Events

1 To get started, Marc clicks the Click this to add a new entry option. 2 To monitor the load on the OSN, he chooses the SysInfoLoad15Min variable.

Rather than enter the OID by hand, he clicks the Select button to choose the variable from the List of Configurable OIDs dialog box. This variable returns an absolute (rather than delta) value, so he accepts the default Sample Type setting. Because Marc needs a relatively fine level of granularity for trending purposes, he sets the polling interval to 120 seconds.
3 To be alerted when the load is too high, he selects Rising as the Startup Alarm, and

enters a value of 4 as the Rising Threshold.

27

Bytemobile, Inc.

Macara OSN 1.2 SNMP Addendum

27

RMON Usage Scenarios

4 To be notified of a processing overload when it happens and to log such events for

trending purposes, a log and event is required. Again, rather than entering the event index by hand and perhaps committing an error, Marc clicks the Select button and chooses the event from the List of Currently Configured Events dialog box.
5 Because load factor impacts performance, he assigns a severity of Critical to the

alarm in the Rising Event Severity field.

6 To configure the falling threshold, Marc enters a value of 3.5 as the Falling

Threshold, then clicks the Select button to choose the event from the Configured Event List dialog box. This time, the event he needs is not in the list, so he opens the RMON Event Configuration dialog box to create it (see following section).
7 After configuring the new event, he returns to the RMON Alarm Configuration

dialog box and sets the Falling Threshold event.

8 In the Alarm Owner field, Marc enters his email address so individuals needing

information about the event have a means of contacting him.

9 To write the new alarm to the rmon_alarm.conf file on the target host, he clicks

Apply.

Bytemobile, Inc.

Macara OSN 1.2 SNMP Addendum

28

Modifying a Department
Its a good idea to create or modify departments before business services or signatures because a couple fields default importance and contact information are inherited by the objects that are subsequently created in the department. Assuming you want all of a departments objects to have the same settings for these fields, you wont have to bother setting them again when creating a business service or signature within the department. Exhibit 3 lists the requirements for additions and changes to Mortgages department in this scenario.
P

Cloning a Business Service and a Signature Group

The new structures to be created have nearly identical requirements to existing structures the Home Purchase business service and its Apply signature group: the same department and contact, the same traffic and session metrics. In cases where an existing service can serve as a template for a new service, it saves a lot of time to simply make a copy of the old service and then modify any settings that are different. Procedure On the Configuration Tab, the modeler clicks the Business Services and Signatures link. To make it easy to find the Home Purchase business service, he selects Mortgages/Home Equity from the drop down list. Since its the only business service currently in the department, it pops right up. The modeler selects Home Purchase on the right and then clicks Clone Selection. On the first step of the Clone Business Service wizard, he makes the changes listed in Exhibit 5.
Field Name Description Priority Change Required From Copy of Home Purchase to Home Equity From home purchase application to home equity loan application Normal to Highest

Field Name Description

Change Required From Mortgages to Mortgages/Home Equity From online mortgage applications to online mortgage and Home Equity loan applications.

Default Importance Normal to Highest. Since the major changes are being made to the size and structure of this online service, IT has decided to watch it closely.
Exhibit 3 Departmental Changes in the Banklandia Scenario

Procedure The modeler logs into the Web UI, and clicks the Configuration Tab, which defaults to the Departments page. To launch the Departments wizard, he selects the Mortgages row (in the Select column on the right) and clicks Edit Selection.

Exhibit 5 Changes to Make in the New Business Service

Since the traffic and session metrics requirements are the same as the existing business service, the modeler clicks through to the end of the wizard, confirms the settings, and clicks Finish.
Thresholds and SLOs are not cloned. Everything that is set within the Business Services and Signature wizard is copied descriptions, definitions, traffic and session metric settings. Aspects of business service configuration that are handled elsewhere metric thresholds and SLOs are NOT cloned, and must be reconfigured for each cloned business service as necessary.
Exhibit 4 Editing a Department

In step one of the wizard, the modeler makes the changes indicated Exhibit 3 and then clicks Next. On the Confirmation page, he checks that the spelling is correct and then clicks Finish. He returns to the Departments page, where the modeler confirms that the changed he just made took effect. Changes made to Department fields that are inherited by business services and signatures within the department will NOT update existing objects. Only business services and signatures created AFTER the change will inherit the new values. In this scenario, that means that the objects in the Home Purchase business service, which existed before the changes were made to the department, will retain the old settings.

Back on the Business Services & Signatures page, the Home Equity business service should appear in the table as shown in Exhibit 6. (Note that business services appear in alphabetical order.)

Exhibit 6 The Business Services and Signature Page

Likewise, the signature group Apply can be cloned from the existing signature group of the same name. First, the modeler clicks the (+) icon preceding Home Purchase to drill into the hierarchy, selects the signature group Apply, and then clicks Clone Selection. In step one of the wizard, he makes changes
5

BSC Documentation Modeling Online Business Transactions

SnapOS
Backs Up ACL Security Data Client to Snap Server Snap Server to Snap Server Snap Server to Backup Server via network protocol Snap Server to Snap Server Snap Server to Backup Server via installed agent Snap Server(s) to SCSIattached tape drive Snap Server to Backup Server via network protocol

GuardianOS

Snap Server Backup Solutions

Client to Snap Server

10

Backup Express for GuardianOS

Native

x x x x

Server-to-Server Synchronization DataKeeper 5.0 (Windows) CA BrightStor ARCserve 2000 v7 CA BrightStor Enterprise Backup v10 CA BrightStor ARCserve Backup v9

Snap Server Administrator Guide

x x x x x x x x x x x x x x x x x x x x x x x x x

Windows

Legato NetWorker 6.1.1 Veritas Backup Exec v 8.6 Veritas Backup Exec v 9 Veritas NetBackup DataCenter 3.4.1 CA BrightStor ARCserve v7 CA BrightStor Enterprise Backup v10

Linux

Legato NetWorker 6.1.1 Veritas Backup Exec v 8.6 Veritas NetBackup DataCenter 3.4.1 CA ARCserve 6.6 Legato NetWorker 6.1.1 Veritas Backup Exec v 8.5 Veritas NetBackup DataCenter 3.4.1

Netware Mac
Dantz Retrospect Express Server 5.0

Chapter 1: Getting Started

Frequently Asked Questions

Question Answer

How do I perform a search?

Type only as much of the name as you are sure of. Select Containing as the search type, then click the Search button, and select the result you want. For details, see Performing a Search on page 10. Click Exec. Summary, under the REPORTS heading, select the appropriate Info Card link, and search for and select the entity. You then can edit either the transactions or the entity itself from here. For details, see Editing Entities, Affiliations and Transactions on page 42. Note: If you inadvertently create an entity with no name, you can find and edit that entity by searching for the transaction date in the Account Register. For details, see Using the Account Register to View, Edit and Delete Monetary Transactions on page 22.

How do I edit a transaction or an entity?

Where do I enter the cover page information? How do I print a report?

Select Account Setup, under the MISCELLANEOUS heading, then select Cover Pages. Click Document Index, under the REPORTS heading, and select the document you want. In the File Download dialog box, choose the Open this file from its current location option. From Adobe Acrobats File menu, choose Print. For details, see Viewing and Printing a Report Online on page 38. Click Report Email Address to enter your e-mail address. Then, every time you create a new report, NetFile automatically e-mails it to you. For details, see Receiving a Report Via E-Mail on page 37. Click Document Index, under the REPORTS heading. Locate the document you want, then click the electronic file icon. For details, see Electronically Filing a Disclosure Report on page 40. To add a third party transaction, use Write a Check or Enter Bills & Pay a Bill to record the transaction. Then click Third Party, click the Parent expenditure option, and search for and select the transaction you just recorded. Third, search for and select the vendor receiving the subpayment, then record the subpayment. For details, see Third Party on page 17. For the current year, use the MM/DD format, as follows: 09/14 For other years, include the year, as follows: 09/14/2000 When entering amounts in NetFile, you need use a decimal point only when the amount actually contains cents. For example, enter five thousand dollars as 5000; enter five thousand dollars and fifty cents as 5000.50 Click Data Functions, under the MISCELLANEOUS heading, then click Merge Entities, and follow the on-screen instructions. For details, see Merging Duplicate Records on page 51.

How do I receive my reports by e-mail? How do I file a report electronically? How do I add a third party transaction?

How do I enter dates

How do I enter dollar amounts?

I accidentally created a second entry for a contributor, John Doe, and now each duplicate entry has transactions associated with it.

Perform Customer Search

You may perform searches only on the exact customer login name.

Check Transaction History

Review Account Summary

Tier Status may increase a customers point award. See your manager for details on your companys tier status levels. Active Points are points the customer can use immediately. (The customers account summary displays this total.) Pending Points are points that the customer has earned or redeemed, but that have not yet been applied (added or subtracted) to Active Points. Date of transaction Transaction type and description Points per $ spent or per transaction

Tier Points = extra points for tier status

Total Points Customers can use active points immediately, but must wait for pending points to be applied.

Add or Delete Points

Any changes you make are reflected immediately in the Account Summary and Transaction History tables. However, customers may not be able to see the changes in their account summary until the next day. Comments entered into the Reason field appear in the Transaction column of the Transaction History table.

Tips To review current rewards or current promotions, click the links in the upper right corner of the Customer Account Info page. To print this QuickCard, be sure to select Landscape as the paper orientation in the print dialog.

Quick Start Guide and User CD

Kurzanleitung und Benutzer-CD Gua de iniciacin rpida y CD del usuario Guide de mise en route rapide et CD de lutilisateur

About This Guide

The Snap Disk 10 storage subsystem is a 1U expansion array with four ATA disk drives and a single Serial ATA connector. This Quick Start Guide shows you how to quickly install and connect a Snap Disk 10 to a Snap Server 4500. The installation procedures are summarized below: 1 Obtain the Snap Appliance Serial ATA card (not included) to be installed in the Snap Server from an authorized Snap Server reseller. 2 If you are attaching a Snap Disk 10 to an existing Snap Server running GuardianOS version 2.5 or earlier, you must upgrade the GuardianOS. For details, see the GuardianOS upgrade procedure included in this guide. 3 Install the Serial ATA PCI card in the Snap Server 4500. 4 Install the Snap Server and expansion array(s) into a rack. 5 Connect the power cables and the Snap Disk 10 to the Snap Server 4500. 6 Use the Administration Tool to verify that the Snap Disk 10 is online. Tip The Serial ATA card has two connectors. A second expansion array can be attached to an existing Serial ATA card if it has an available port.

Upgrading the GuardianOS on the Snap Server 4500

If you are attaching a Snap Disk 10 to an existing Snap Server, you may need to upgrade the GuardianOS. The Snap Disk 10 is designed to work only with Snap Servers running GuardianOS version 2.6 or higher. To determine your OS version, click the Snap Appliance logo in the upper-left corner of the browser-based Administration Tool. Caution You must upgrade the GuardianOS before you install the Serial ATA card or connect the Snap Disk 10 to the Snap Server. The GuardianOS image (GuardianOSImage.gsu) is available on the User CD included with this document. You can upgrade the GuardianOS using the Administration Tool: 1 Insert the User CD into a client computer accessible to the Snap Server over the network. 2 Log into the Administration Tool as the administrator. 3 Navigate to the Maintenance > OS Update screen, click Browse and select GuardianOSImage.gsu from the root level of the User CD. 4 Click Update. The Snap Server updates the current GuardianOS and then reboots. After you have completed the upgrade procedure, remove the Snap Server from the rack to install the PCI card and complete the connection procedure for the Snap Disk 10.

Hardware Features

1 System status lights 2 Bezel release latches (two) 3 Disk drive status lights 4 Stacking clips (four) 5 Serial ATA card*

6 Serial number label 7 Hot-swappable disk drives (four) 8 Front bezel 9 Power cables 10 Serial ATA connector

11 Power connector 12 Rack mount screws (ten) 13 Serial ATA cable 14 Quick Start Guide 15 Rack mount brackets (ears)

*The Serial ATA card is ordered and shipped separately from the Snap Disk 10

PCI Installation
The Serial ATA card must be installed into the lower PCI card slot of the Snap Server 4500. Installing this card requires three procedures: (1) taking the Snap Server offline for hardware modifications; (2) removing the cover and SCSI card (if installed); and (3) installing the Serial ATA card and reinserting the SCSI card. Taking the Snap Server Offline for Hardware Modifications Improper shutdown may lead to loss of data or hardware damage. Before you begin the following procedures, shut down the Snap Server, remove all power, network and SCSI cables, and remove it from the rack. Position the server on a clean surface with ample room to the front and rear. Caution There are static-sensitive electronics inside the server. Before you handle any parts, make sure you are working at a static-controlled workstation and that you are properly grounded. Removing the Top Cover and SCSI Card 1 Remove the top cover of the Snap Server by turning the cover retention screw at the back of the server counterclockwise until it loosens. 2 Standing in front of the server, press down firmly on the cover with both hands and push the cover backwards with a short, forceful thrust. Slide the cover off the rear of the server and set it aside. 3 Remove the plastic PCI retention clip from the right rear corner of the server by lifting it out of the chassis. 4 If a SCSI card is installed, remove the card and set it aside. Avoid contact with metal surfaces on the card. Installing the Serial ATA Card and Reinserting the SCSI Card Caution PCI cards are seated properly only when you hear a distinct snap sound. 1 Remove the metal protective plate from the bottom PCI port opening by using your thumb to slide the plate towards the corner of the server and lifting it out of the chassis. 2 Remove the Serial ATA card from its protective packaging. Avoid contact with metal surfaces on the card. 3 Install the Serial ATA card into the lower (PCIX) slot by grasping only the edges of the card and pressing firmly until it is properly seated and you hear it snap into place. 4 Do one of the following: If reinserting the SCSl card into the upper (PCI) slot, grasp only the edges of the card and press firmly until it is properly seated and you hear it snap into place. If you do not have a SCSI card, be sure to replace the metal protective plate in the top PCI port. 5 Replace the plastic PCI retention clip in the server chassis. 6 Replace the top cover of the Snap Server by lowering it onto the server and pushing it forward until it is firmly seated. To secure the cover, tighten the screw at the rear of the server. Do not operate the Snap Server without the top cover in place. 7 DO NOT restore power at this time. Proceed to the next sections to install the Snap Server and expansion array(s) in a rack and connect the cables to the Snap Disk 10.
PCIX PCI PCIX PCI

Rack Installation
Use this procedure to install the Snap Server 4500 and the expansion array(s) in a rack. The expansion array uses the same rack installation hardware as the Snap Server 4500. The Snap Disk 10 ships with two L-shaped rack mount brackets. You can attach them in one of two ways: (1) to the front of the server for mounting to the front posts of a four-post rack; or (2) to the middle or front of the server for mounting to both posts of a Telco rack. Expansion arrays must be rack mounted within 7U of the Snap Server due to cable length restrictions. The Serial ATA cable included is 18 long; other lengths are not available. Caution The following procedure applies to standard EIA racks; other racks may not be able to support the server using only the front posts. If you are using a non-EIA rack, Snap Appliance recommends that you secure the server using slide rails, available from Snap Appliance or a Snap Appliance reseller. 1 Make sure you have the following items necessary for rack installation: Two (left and right) front rack mounting brackets Six rack ear screws to attach the brackets to the server Four rack mounting screws to attach the brackets to the rack posts One Phillips screwdriver 2 If mounting the L-shaped brackets to the front of the server (as shown in the illustration), use the six screws provided. If mounting to the middle of the server (not shown) for installation into a Telco rack, only four screws are used. 3 Insert the server into the rack and attach the server to the posts using the remaining four screws. You may need a second person to support the server while tightening the mounting screws. For slide rail installation instructions refer to the documentation on the CD that comes with the slide rail installation hardware kit.

Connecting the Cables on the Snap Disk 10

Up to two expansion arrays can be connected to the Snap Servers Serial ATA card. When connecting two expansion arrays to a Snap Server, use the Serial ATA 1 connector for the first array, and the Serial ATA 2 connector for the second array. A Snap Disk 10s capacity is only available through the Snap Server to which it is connected; no direct network cabling is possible. Connecting the Snap Disk 10 to the Snap Server 4500 1 Attach labels (not provided) to the expansion array(s) and Serial ATA cable(s). 2 Connect the Serial ATA cable to the Serial ATA 1 connector at the rear of the Snap Server, and then tighten the locking screws on either side of the Serial ATA connector.

3 Connect the other end of the cable to the Serial ATA connector at the rear of the Snap Disk 10, and then tighten the locking screws on either side of the Serial ATA connector. Caution Only the Snap Appliance Serial ATA cable provides connectivity to the Snap Disk 10. DO NOT attempt to use a longer length SCSI cable to connect the expansion array to the Snap Server; a connection will not be established and hardware damage may occur. Connecting the Power Cord Snap Servers are optimized to work with APC-brand, network-based UPS devices. Snap Appliance strongly recommends you connect both the Snap Server and the Snap Disk 10(s) to a power source via the same UPS device. This allows the UPS device to synchronize the shutdown of all systems, thereby maximizing data integrity should a power outage occur. 1 Plug the power cord (female end) into the power connector. 2 Plug the other end (male end) of the power cord into a UPS (recommended) or properly grounded electrical outlet.

Powering On the Snap Disk 10

The Snap Server and its attached expansion arrays will be powered on by pressing the power button on the Snap Server 4500. Press the power button on the front of the Snap Server until one or both of its network lights come on, and the power lights on both the server and expansion systems are green. The power status of the Snap Disk 10 mirrors the power status of its host Snap Server 4500.

Verifying that the Snap Disk 10 is Online

You should ensure that all the Snap Disk 10s drives are active before utilizing the expansion array. 1 Launch a Web browser and enter the host Snap Server 4500s name or IP address. 2 Click the Administration link and log in as the administrator. 3 Navigate to the Storage > Devices screen. Each drive in the expansion array(s) will appear following the drives in the host Snap Server. Drives external to the host have an extension to their title of EXTN1 or EXTN2 showing their external location. Tip When accessed from a client, the Snap Disk 10 appears as a new share on the Snap Server it is attached to. By default, it is configured as a RAID 5 with a single volume and share, with full access to the share by all users across all protocols. If required, you can change the RAID configuration, access permissions, and protocols that have access from the browser-based Administration Tool on the Snap Server that hosts the Snap Disk 10.

Copyright 2003-2004 Snap Appliance, Inc. All rights reserved worldwide. All other product names or company names are the property of their respective owners. Copyright 2003-2004 Snap Appliance, Inc. Alle Rechte weltweit vorbehalten. Alle anderen Produktnamen und Firmennamen sind Eigentum der jeweiligen Unternehmen. Copyright 2003-2004 Snap Appliance, Inc. Reservados todos los derechos en el mbito internacional. Todos los otros nombres de productos o de compaas son propiedad de susrespectivos priopietarios. Copyright 2003-2004 Snap Appliance, Inc. Tous droits rservs dans le monde entier. Tous les autres noms de produit ou de socit appartiennent leurs dtenteurs respectifs. 70990639-001 Rev. B

Snap Appliance 2001 Logic Drive San Jose, CA 95124 USA 888.310.SNAP (7627) www.snapappliance.com

Chapter 7 Technology
Which technologies do you choose to build your web site infrastructure? Though your tech options are both more complex and more numerous than ever, the answer is much simpler than you may think. In fact, the most important factors in tech selection are not technological at all. Thats the good news. The bad news is, in todays internet-speed economy, youve only got one chance to get it right. Once you commit to a certain technological path and make the investment in the machinery, software and people you need to hold it all together, theres no turning back. The time frame for getting your product to market, the cost of retooling, and the recently recovered impatience of VCs wont allow you to switch technological horses midstream.

Vision frames technology

Vision is the place to start. A clearly defined, relentlessly communicated vision provides a shared framework for selecting appropriate technology, and helps team members settle legitimate disagreements concerning how best to architect your startups solution. Vision is not a marketing blurb such as quality is job one. Its a clearly articulated road map that justifies your startups existence. Does everyone in your organization understand who your customers are and what they want? Do they understand why what they want is important, and why your offering is the best way to deliver it? Does everyone understand the timetable, and why its important to stick to it? If you cant pop quiz every employee in your organization and get a the same answers to these questions, your people may be working at cross purposes, or surfing the web looking elsewhere for really exciting work . Its a shared vision, not beanbag chairs, foosball or kitchens stocked with every imaginable kind of junk food that forges a team.

Markets define technology

Unless your startup is creating a new technology, the market space your product or service inhabits probably has a standard (or emerging) set of tools and a built-in set of constraints. Are you building an application that will run in-house, on someone elses system, or will the application live on the web? Do you need to deliver your product or service on different platforms? Some examples: Web Application. For a monthly fee, Application Service Providers (ASPs) provide clients access via the internet to an application they can use to manage a part of their business, such as accounting services. A big part of the sell is 24/7 access to the web app for input or reporting from any location. Because reliability, availability, transaction-processing power are mission critical, the vast majority of these

tech - chap 7 second Final.rtf

businesses base their systems on Unix and Oracle, and use the Java and XML programming languages for messaging and data exchange with clients. Client Software. This is shrink-wrapped software that consumers install directly on their own computers. An example is the SANavigator product that solves a longstanding system administration headache. Sysadmins managing large networks that contain switches and other devices from multiple vendors currently have no way to monitor and diagnose their entire network at once. The SAN Navigator software provides a diagnostic view of the entire networkregardless of switch vendor. Since customers may be mixing NT, Unix, or other OSs in their network environments, Java was the only cross-platform solution available. Sidebar: To check out what people running web sites to your market sector are using, go to www.netcraft.com, click on the Whats that Site Running? link, and enter the URL. For example, typing in www.amazon.com shows that Amazon is running Unix, (Solaris and Linux), and the Stronghold Web Server (a version of Apache that incorporates security for online transactions).

People drive technology

Unless if youre an expert technologist yourself, its absolutely vital to have key technical people in place and seek out their advice early on. Rely on these guys to pull together the teams that will build and maintain the backbone of your success. Youre going to have to support whatever technologies you choose with your own people, and V.P. / Director of Engineering Heads up the software/programming side of things. This position combines engineering expertise with project management skills and marketing savvy. The VP of engineering: Has the expertise and experience to evaluate the trade-offs between the competing technologies. Is Javas portability worth the performance hit? Or is the scalability of C++ worth the extra development time? Builds an engineering team. What talent is available locally? Plans and tracks projects to keep them on schedule and within budget. Makes presentations and communicate with clients. CIO/CTO: Oversees the set up and maintenance of the web infrastructure. Required for this position requires expertise in designing and developing networking, communications, transaction processing, and database products and applications. The Chief Technology Officer: Defines, develops and deploys an IT architecture that maximizes revenue, minimizes costs, helps get and keep IT aligned with business goals. Ensures that all IT deployments are properly implemented, integrated and supported.

tech - chap 7 second Final.rtf

Real-Time, Real-User Data Collection

www.BusinessSignatures.com Real-Time, Real-User Data Collection

Technical Brief

The Business of Managing Online Services

Real-Time, Real-User Data Collection

The Business Signatures Management Suite allows a top-down, customer- and business-centric analysis of how well applications and infrastructure are delivering online services to customers. This brief addresses the deployment options for the XAgent, a key component in passively monitoring and capturing real-user web traffic.

Business Signatures Technical Brief

Trac Aggregation
XAgents forward traffic messages to XHubs where the following types of statistical aggregation and analysis are performed: Business Signatures. A business signature is a means of identifying a unique type of activity on a web site, such as a transfer money event or a page fault, that users experience in the process of conducting business online. To learn more, see page 5. Web Traffic Metrics. Traffic metrics measure such things as average and worst-case response times, or volume and page fault rates for all users of a given interface on a given application. Additional derived metrics such as the ratio of browsers to buyers for any given time period can also be monitored efficiently, reliably, and securely. Session Metrics. Session metrics aggregate session data such as the number of sessions per hour or the average session duration for a given business structure. Session Capture. For problem diagnosis and resolution, session capture creates a searchable database of every request/response for every business signature for every session. Only the key, configured attributes of each message are captured and thus storage requirements are low and usability and query responsiveness high. Resource Monitoring. Resource statistics such as CPU percent, memory percent, and disk read/write rates for the web servers upon which your online customer experience depends.

Real-User Monitoring
As web transactions become more and more central to the success of your business, it becomes critical to understand exactly what your users are experiencing when they interact with your web applications. Users experience hundreds if not thousands of errors a day that IT professionals using traditional monitoring tools cant detect. In a study by the Business Internet Group of San Francisco on web application availability, testers encountered
Real-User Monitoring
Traditional Oerings

Business Signatures Suite

Traditional Oerings Traditional Oerings

Synthetic Monitoring Raw Data Actionable, Filtered Data

errors at more than half of the top-performing eCommerce web sites visited. Interestingly, only 12% of the errors recorded in the study were due to server faults of the kind visible to IT personnel using traditional tools. Far more errors occurred without the presence of an error message of any kind: programming errors such a database returning the wrong page (35%); or user errors involving something that generally prevents the user from completing a transaction (18%). The Business Signatures Management Suite monitors every online user transaction that occurs on your system in real time. This approach sees 100% of what occurs to each user, including but not limited to server faultsa critical advantage when managing service levels and customer satisfaction.

Actionable, Filtered Data

Traditionally, it has been extremely complex and intrusive to capture real-user traffic, and nearly impossible to derive useful knowledge from the large volumes of data that result from this kind of monitoring. The Business Signatures Management Suite platform (fig. 1) is designed to address these issues using a multistep process of collection, filtering, intelligent parsing, and aggregation.
Figure 1 Data Flow and Processing in the BSMS Platform

Data Processing and Presentation

XHub forwards traffic events to other system components for storage and/or further processing on the management applications running on the XServer/XConsole servers. These events are immediately available for presentation in customizable dashboards that correlate your business structures with their supporting infrastructure. This approach gives IT professionals and business owners the ability to see whats working and what isnt at all times, to proactively detect and prevent availability and performance problems, and to accurately track overall service levels.

Trac Collection and Initial Filtering

A lightweight software module called an XAgent passively and unobtrusively monitors http traffic flows either directly as a web server add-on or indirectly via a network tap. In both deployments, the XAgent passively monitors the data stream for elements of web messages that have operational or business value; other elements such as images and other nontext data are filtered out. XAgents are also capable of collecting web server statistics.

Branding QuickRef
A short list of orthographic and syntactic conventions The purpose of this document is to aid writers and reviewers of published Snap Appliance documentation. The QuickRef lists currently approved names of products, logo color information, as well as capitalization, font, and phrasing usages.

Third Party/Partners
The correct usage of third-party/partner companies and their products:
Company Products
AppleShare AppleTalk Macintosh MacOS BrightStor Unicenter TNg ARCserve etrust InoculateIT OpenView HP-UX AIX Tivoli NetView Legato NetWorker DiskXtender Appliance Edition (DX/AE) Email Archive (E/A) Linux Windows Windows NT Internet Explorer Active Directory (ADS) DataKeeper SCO Open Server UnixWare XFS Backup Express Backup Express for GuardianOS UNIX Backup Exec VERITAS NetBackup BusinessServer VERITAS NetBackup DataCenter American Power Conversion Corp (APC) Smart UPS

Snap Appliance
Corporate Name, Products, OSs, and Tools
Snap Appliance, Inc. Snap Appliance Snap Server Snap Server 4400 Snap Servers 4400 and 14000 (plural) SnapOS GuardianOS Administration Tool NASManager (no spaces) Snap Server Storage Solution(s) Assist Server-to-Server Synchronization (S2S) IBM Corporation; Hewlett-Packard Company Computer Associates Inc. Apple Computer

Logo Colors (on white background)

PMS 280 C Blue at 40%

Legato Systems Linus Torvalds

Microsoft Corporation

PowerQuest PMS 280 C Blue PMS 424 C Grey SCO Group

Tip Snap Appliance and Snap Server logos of various sizes for various purposes are available on the company intranet at http://docs/brandinglogos.html.
Contacts
Snap Appliance, Inc. 2001 Logic Drive San Jose, CA 95124 1.888.310.SNAP(7627) (North America) 408.879.8700 (International) Web site Tech Support http://www.snapappliance.com 1.888.338.SNAP (7627) (North America) 408-558-4657 (International)

Silicon Graphics Syncsort The Open Group VERITAS Software Corporation.

Corporate Headquarters

The Hyphenation Problem

Some basic rules for inserting hyphens: storage enclosure (adj. + noun: no hyphen) stove-top stuffing (compound adj. before noun: hyphenate) fully loaded enclosure (exception: -ly is never hyphenated) re-insert (two vowels together: need hyphen for clarity) autonegotiate (not hyphenated) Other decisions, such as e-mail vs. email, are arbitrary (and listed below).
Hyphenated
dual-Gigabyte e-mail hot-swappable disk drives

Fonts to Use in Published Documents

Document
Technical Publications HTML Quick Start Guides Data Sheets Pop Letters PowerPoint Presentations

Fonts Used
Headings: Futura Medium Body: Book Antiqua Table Cells: Ariel San Serif Futura Book, Futura Medium, Futura Heavy, Futura Light TBD Times New Roman Ariel

Not Hyphenated
autonegotiate multinetwork, multiplatform offline, online

Tip For details on font and style usage, see the templates for each type of document on the company intranet at http://docs/templatesandstyle.html.

Arbitrary Semantic Decisions

These phrases have been settled on for various nonlinguistic reasons.
Use This
log into disk drive browser-based RAID; RAID 1; RAID 1 and 5 Make sure to or Be sure to

Sources of Additional Information

Issue
Acronyms/Terminology Print Requirements Marketing Communications Grammar/phrasing

Resource
Glossary of Current Admin Guide Ben Cornelius Jennifer Sparks Bradd Graves

Not This
log in to; log on, etc. drive, disk web-based, Internet-based RAID Set Ensure

Always Capitalized
Terms and Phrases
Snapshot Administration Tool Ethernet Initial Setup Wizard Gigabit

Shortcut
UNIX Snapshot share Web site Initial Setup Wizard Copyright Snap Appliance, Inc. All rights reserved. Snap Appliance, the Snap Appliance logo, Snap Server, the Snap Server logo, and GuardianOS are trademarks or registered trademarks of Snap Appliance, Inc. registered in the U.S.A. and other countries.

BUDGETING SOLUTIONS THAT MEET YOUR NEEDS

Dimension Budget puts control and integrity around our complex budgeting process.
Kirk Klopfenstein Manager, Financial Planning & Analysis Valspar

Youve Got Essbase Now Get Budgeting

Partial Client Listing
By Industry Pharmaceutical Retail Shipping Wholesalers Technology Telecommunications Financial Services Manufacturing Mining By Name Grand & Toy Iomega Seagate Software Shell Oil Products Staples T. Rowe Price Valspar

Consulting Partnerships
If you already have a preferred Essbase consulting firm, Dimension Data will be happy to work with them. Well train and provide them with any technical assistance they need to make you successful. The results can be impressive. Grand & Toy, Canadas leading commercial and retail ofce products company, chose Clarity Systems to implement Dimension Budget. Mark Nashman, President of Clarity sums up the results:
Grand & Toy needed a nationwide budgeting system on a short timeline. With Dimension Budget, we quickly congured a system without compromising their extensive user requirements. The project is a success all the way around.

Dimension Datas budgeting system has reduced our cycle time by more than half and the mechanics no longer slow us down.
Jerry Dratler Vice President, Finance Williams-Sonoma

Dimension Budget
Packaged Budgeting Software for Essbase

Dimension Budgets strength is that it frees you to do more analysis because it handles the clerical stuff in the blink of an eye.
Ben DiFranco Manager, Financial Planning & Analysis Grand & Toy

Phone 415 356 2300 Fax 415 356 2380 Toll Free 1 800 666-CUBE E-mail sales@dimensiondata.com Internet www.dimensiondata.com Mailing Address Dimension Data Systems, Inc. 455 Market Street, Ste. 1200 San Francisco, CA 94105

We chose Dimension Budget over another product because it did what we needed and the sales people were more knowledgeable than the ones from the other companies.
Tim Fox Vice President of Finance T. Rowe Price

Whether you work with us exclusively, or choose a local service provider, well do what it takes to make your implementation a rapid success.

We did an extensive search for a budgeting application. We chose Dimension Budget for its functionality, exibility, and cost.
Jack Parker Manager, Financial Decision Support Systems,

1997 Dimension Data Systems, Inc. All rights reserved. Dimension Data logo and Dimension Budget are registered trademarks of Dimension Data Systems Inc. Essbase is a registered trademark of Arbor Software Corp. All other trademarks referenced herein are owned by their respective companies.

Staples Inc.

ALL YOU NEED TO MANAGE THE BUDGETING PROCESS

FINALLY INTUITIVE OLAP BUDGETING

Bring the power of OLAP to your users desktops. With Dimension Budget, all of your departments can generate the budgets and reports they need, quickly, easily, on-line and off with simple point and click ease.

v Budget the Way You Want No compromises. Dimension Budgets remarkable exibility allows you to handle any view users require, no matter how sophisticated. v Use Skills You Already Have Dimension Budget runs in the familiar Microsoft Excel environment, so the mechanics for budget development and submission are user-friendly. v Deploy with Complete Control of data ow from top to bottom. Maintain data integrity and give users the unique views they need while you maintain control of your budgeting process. v Get Forecasting Tools You Need Dimension Budgets full featured array of spreading tools includes seasonality patterns, user What-Ifs, consolidated targeting and customizable spreading. v Engineer Without Engineers No programming or macro developers are required with Dimension Budget. v Take Full Advantage of Essbase Use all the multidimensionality, calc procedures, modeling, and spreadsheet interface features that Essbase offers.

Integrate Your Budget

Departmental Expenses Compensation Planning Sales Forecasting Capital Budgeting Variance Reporting Management Reporting Rolling Forecasts Long-range Planning Consolidated Financial Statements Balance Sheet P&Ls Cash Flow Manufacturing Planning

Budgeting Success at T. Rowe Price

Our budgeting process used to be 80% budgeting and 20% analysis. With Dimension Budget that ratio has reversed.

Before Dimension Budget

We had difculty synthesizing the data and being able to apply What Ifs. We werent happy with the time it took to generate the reports. We wanted to be able to show changes to the budget on the desktop, and to provide more detail especially with regard to stafng information and capital assets.

After Implementation

Streamline Your Process

Top-down target setting and scenario management. Collect budgets from users across the enterprise more easily and quickly. Reforecast monthly, quarterly, and on demand. Consolidate faster, more accuratelyand perform multiple What-Ifs. Users can take their slice of the budget with them to complete at home or on the plane.

Dimension Budget allows us to look at multiple scenarios and the quality is better. Now we can get reports on demand. Most of our departments are using Dimension Budget. We can produce Budget vs. Actual reports for over 100 users. Dimension Budget allows us to closely monitor our position and its exible, especially as we move forward into the future.
Tim Fox Vice President of Finance T. Rowe Price

Chapter 1: Getting Started

Frequently Asked Questions

Question Answer

How do I perform a search?

Type only as much of the name as you are sure of. Select Containing as the search type, then click the Search button, and select the result you want. For details, see Performing a Search on page 10. Click Exec. Summary, under the REPORTS heading, select the appropriate Info Card link, and search for and select the entity. You then can edit either the transactions or the entity itself from here. For details, see Editing Entities, Affiliations and Transactions on page 42. Note: If you inadvertently create an entity with no name, you can find and edit that entity by searching for the transaction date in the Account Register. For details, see Using the Account Register to View, Edit and Delete Monetary Transactions on page 22.

How do I edit a transaction or an entity?

Where do I enter the cover page information? How do I print a report?

Select Account Setup, under the MISCELLANEOUS heading, then select Cover Pages. Click Document Index, under the REPORTS heading, and select the document you want. In the File Download dialog box, choose the Open this file from its current location option. From Adobe Acrobats File menu, choose Print. For details, see Viewing and Printing a Report Online on page 38. Click Report Email Address to enter your e-mail address. Then, every time you create a new report, NetFile automatically e-mails it to you. For details, see Receiving a Report Via E-Mail on page 37. Click Document Index, under the REPORTS heading. Locate the document you want, then click the electronic file icon. For details, see Electronically Filing a Disclosure Report on page 40. To add a third party transaction, use Write a Check or Enter Bills & Pay a Bill to record the transaction. Then click Third Party, click the Parent expenditure option, and search for and select the transaction you just recorded. Third, search for and select the vendor receiving the subpayment, then record the subpayment. For details, see Third Party on page 17. For the current year, use the MM/DD format, as follows: 09/14 For other years, include the year, as follows: 09/14/2000 When entering amounts in NetFile, you need use a decimal point only when the amount actually contains cents. For example, enter five thousand dollars as 5000; enter five thousand dollars and fifty cents as 5000.50 Click Data Functions, under the MISCELLANEOUS heading, then click Merge Entities, and follow the on-screen instructions. For details, see Merging Duplicate Records on page 51.

How do I receive my reports by email? How do I file a report electronically? How do I add a third party transaction?

How do I enter dates

How do I enter dollar amounts?

I accidentally created a second entry for a contributor, John Doe, and now each duplicate entry has transactions associated with it.

SnapOS
Backs Up ACL Security Data Client to Snap Server Snap Server to Snap Server Snap Server to Backup Server via network protocol Snap Server to Snap Server Snap Server to Backup Server via installed agent Snap Server(s) to SCSIattached tape drive Snap Server to Backup Server via network protocol

GuardianOS

Snap Server Backup Solutions

Client to Snap Server

10

Backup Express for GuardianOS

Native

x x x x

Server-to-Server Synchronization DataKeeper 5.0 (Windows) CA BrightStor ARCserve 2000 v7 CA BrightStor Enterprise Backup v10 CA BrightStor ARCserve Backup v9

Snap Server Administrator Guide

x x x x x x x x x x x x x x x x x x x x x x x x x

Windows

Legato NetWorker 6.1.1 Veritas Backup Exec v 8.6 Veritas Backup Exec v 9 Veritas NetBackup DataCenter 3.4.1 CA BrightStor ARCserve v7 CA BrightStor Enterprise Backup v10

Linux

Legato NetWorker 6.1.1 Veritas Backup Exec v 8.6 Veritas NetBackup DataCenter 3.4.1 CA ARCserve 6.6 Legato NetWorker 6.1.1 Veritas Backup Exec v 8.5 Veritas NetBackup DataCenter 3.4.1

Netware Mac
Dantz Retrospect Express Server 5.0

Ben Craterman
Age 36 years San Jose, CA Director, Creative Services

Essential Content
Ben is looking for a multitalented person to join his design staff. Someone who will fit into his team and enhance his life. He has a mountain of applications to look through and not much time to do it. Porfolio samples of past work Contact information Availablity and rate information Clean, user-friendly navigation Consistency in Presentation Clear Messaging: Since Bens team is responsible for creating web pages and other online documents A sense of humor

Site Behavior
Entry Point Initially, Ben is driven to the site by a link to the home page found in an email message. He will use the site several times during the course of the hiring process., but because the site is small and well designed, he wont bother to bookmark any interior pages. Ben will scan the site for evidence that Mr. Graves can perform the sort of work that he is looking for. Content Visited Home Page. Ben scans the home page from a design point of view, forming an overall impression. Interactive features. Because he enjoys fooling around on the web and his day has otherwise been irksome, he will pause for anything that seems interesting, such as a flash animation. Portfolio. Ben will study the portfolio content pages most closely. At some point he will also take a look at the source code to get a handle on the candidates technical ability. Blog. Ben will visit the blog looking for personality clues that will indicate whether or not Mr. Graves would be a good fit for his team Time on Site Initial Visit. Total time on the initial visit to the site is likely to be five minutes or less. Subsequent Visits. Subsequent visits will tend to be shorter still, returning only to refresh his memory or refer the site to others. Leisure. Its possible that Ben may linger longer in the blog section if he happens across something interesting.

Bio
Ben has been the Director of Creative Services at Maricorp, a Silicon Valley Startup for the past 1.5 years. He has a degree from DeVry Insititue of Technology in Information Technology and Chinese from the Defense Language Institute Foreign Language Center in Monterey, CA, where he met is wife Jennifer, an illustrator. Though currently separated, they have two boys, aged 15 and 4, who live with Ben.

Traits
He is wickedly funny and people trust him with their secrets as well as their work. His need to help people makes him the person to turn to for help, but it also stretches him thin. He is good at office politics, but doesnt take it all that seriously

Essential Functionality
Since the site itself is a work sample, Ben will examine it for design, organizational, and writing skill. A pleasant, surprising web experience. Fast, direct access to recent work samples; access to archived samples (more than three years) less important. Graphic displays of work samples Ability to download work samples (pdfs) Evidence of original, creative thinking in the design of the site. Judicious use of interactive features. Evidence of technical web expertise: The source code must be clean and neatly annotated. A functioning blog

Bens goals
I want to recruit people who can contribute, not just follow instructions Work is as much about having fun as getting things done. Its important to create a dynamic, team that plays well off of one another

Tier 1: Write to customer benefits. Customers typically are not so much interested in what it is (rich internet application) as in what it can do for them. (note: this text is ok, its representative, not polished or final you get the idea.

Tier 1 or 2? Sex up this image. Depends on availablity of information. Is the account hierarchy view the most compelling? Need to develop a story line, use animated gifs or other visual tricks to make this look like something more than a plain old org chart. Tier 2 or 3? Sex up this image. Flash. Combine with breeze presentation content. Then everyone will sure to get the messages.

(enlarge image) Let them know this is enlargable

Tier 1: Title to Customer Benefits Who wants to watch a powerpoint presentation? The content in this doc is currently the best on the subject. Tire 2: Redo Presentation Use moving graphics to illustrate the content. Its also fairly straightforward to illustrate most of the functionality, and thereby minimize the need for a user guide or help system.

Tier 1: Accurate Titling Customization is technically correct, but functionally, the customer is installing, and may not think installation content is in here. Tier 1: Accurate Installation Content See included pdf for rewrite of installation part. Tier 1: Add interface usage content This would be same content as in help system.

Things to do with the View Selecting Content Readability Zoom Scale

View

Org Chart Accout Hierarchy

For

Acme
My Company Sears Starbucks Search . . .

This is a working draft, hardly a final presentation. The main ideas here are: Similar functions should be grouped together. Different functions should be visually distinct. Important functions (views) should be more prominent in the visual hierarchy than secondary functions (print). Things should be labeled clearly. All this helps the customer figure out whats going on without having to refer to the help.

Contacts: Find

New | Delete

Assign

Properties

Print

Things to do with Contacts

Things you do when you are finished

Image Open Account is Salesforce.com

Brotherhood Mutual Policy Administration System (PAS) -- Information Architecture

Signon

Register

Header Navigation (All Pages) Documents CMS System Resources Legal Updates Manuals Underwriting Reports?? Other Systems Agent Access Accounting Agent Masterfile

Quicklinks (All pages) Login/Out Search Contact Help

PAS Home Notifications Tasks Discussions

Accounts Find Account

Quotes Find Quote

Estimates

Policies Find Policy

Claims Find Claim

Discussions Communications Discussions Alerts Messages Boilerplate forms

Administration

Find Estimate

State Forms/ Guidelines BMI State Filings and Guidelines State Bureau Reports State policy issuing time guidelines Surchage Setup Property Rate/Surchage Lliability Rate/Surcharge Workmans Comp Surcharge Auto Rage/Surcharge Administer Policies Forms Stat Lines Coverages Product Line

Add Account Check Duplicate

Generate Quick Quote Create Pre-approval Request View WC Rate Information Look-up Territories based on address Import Earthquake rating based on address Quote Details Request BMI Proposal Services Create Proposal from Quote Edit Quote Print Quote Binders View Print

Enter Estimate Info

Apply for Policy Creating App Forms Attach files FEIN Verification Submission etc

Record Claim Claim Details History Status Activity Large Claim List

Account Details Name Denomination Telephone Etc Account Addresses Address validation

Loss Control History

Residential Cost Estimator Form

Policy Details View//Edit Issue Suspend View Quote changes by Agent Cancel Binder Reactivate/ Reinstate

Key Search Page(s)

Account Contacts Search CRM Maintain contacts Delete Account Account Notes Text Images

Manage Policy Change Requests Create PCR Summarize Claim Activity Add/Print Manuscript Endorsements Policy Notes

Inside PAS

Outside PAS

Forms & Templates Policy Forms Manuscript Forms Proposal Templates Signature Required Forms

View Quote changes by Agent

Footer Navigation (All pages) Legal Privacy Policy License

Reports??

USER GOAL 3: FIND CONTENT

Reseller Site User Scenarios

SPP Registration Scenario: New Premier Partner (China) registers with SPP, logs in, and accesses information on the Rebate Program. Key Point: Seagate can leverage data for registered partners to make the path to registration for the SPP site substantially shorter and easier for those partners. User Goal 1: Orientation (1.0 -1.2) User Goal 2: Registration (2.0 2.6) User Goal 3: Login/Find Rebate Content (3.0-3.3)

3.1 Arrive at SPP Home

Clicks Promotions link

3.2 SPP Promotions

Clicks Rebates link

3.3 SCCPIP Rebate Programme Home

User1: New and Unregistered Potential Partner: China Potential Partner in China Receives Email Invitation to Join SPP (May be refer a friend contact.). User1 is not registered; Seagate has no data on this user in database.
Register Now

1.1 SPP Landing Page

1.2 SPP Login / Start Registration Page

Both users go the the same login page to log into SPP using their newly created credentials
3.0 Log In

2.0 Register

2.2 thru 2.6 Registration Forms 2.1 Have You Registered with Seagate Before

USER GOAL 1: ORIENTATION

Registration Link leads to Standard SPP Landing page

Users select language, location field populates with appropriate choices, one of which is selected before clicking the Go button.
1.1a Special Landing Page

User has no login, so they begin the registration process.

NO

Blank Form

User2: Existing & Registered Existing Partner: China Existing Partner in China Receives Email Invitation to Join SPP User2 is registered with Seagate as a partner.
Register Now

User enters Registration process.

Seagate Partner Program

Welcome to the New Seagate Partner Programme !

Users are asked to indicate whether or not they have ever registered with Seagate before. Users who select Yes provide an email address that serves as the basis to access information to prepopulate registration fields that follow.
YES

(See next Visio tab for this process.)

Text exclaiming the benefits of the new program acillao rerilla at vel ut aut il ut iure . , consequis adip ea acincilit num nibh el ullam ipit atincil etvel iurem adionummy , numsandipit, qui tin vel il dit lutpat ad dolorem quat Pat volorpe riustie minibh erit . nulput wis aliquametue vullaor sendrer aut veriuscil il in ex euis num aci blandre minci etum il erate vullan el eugiamet acilluptat ver ate modip el dolestrud dolor sisi ,
Please take a moment to Create a New Login Text that explains what will happen: Create New login As many fields as possible autopopulated to make is fast and easy to reregister

Registration Link leads to Special Landing Page (make sure email address is encoded in the hyperlink).

Register Now!

We know that they need to re-register, so we take them to a landing page based on what we know about their country/language. They will be asked to register with the site. Question: will they need country/language choice anyway?

The hyperlink from the Email invitation will have a parameter that identifies their email address. This way we can skip the Have You Registered Before step.

Based on successful ID, registration should be populated with all with data matches.

At the end of the registration process, the user is returned to the standard SPP login screen, entering the newly created userID and password for access to the correct site.

Page 1

Reseller Site User Scenarios

Th
SPP Registration Scenario: New Premier Partner (China) registers with SPP, logs in, and accesses information on the Rebate Program. User1: New SPP User from China; not registered, i.e., Seagate has no data on this user in database. User2: New SPP User from China; previously registered with Seagate through SCCPIP. Key Point: Seagate can leverage data for registered partners to make the path to registration for the SPP site substantially shorter and easier for those partners. User Goal 1: Orientation (1.0 -1.2) User Goal 2: Registration (2.0 2.6) User Goal 3: Login/Find Rebate Content (3.0-3.3)

START HERE
User1
1.2 SPP Login / Start Registration Page

Register

2.1 Have You Registered with Seagate Before 2.2 Registered Information

NEXT

2.3 Login, Terms, & Conditions

NEXT

...
New SPP User: China UNREGISTERED

NO

User2

1.1 2.1 Special Landing Page

Seagate Partner Program

Users are asked to indicate whether or not they have ever registered with Seagate before. Users who select Yes provide an email address that serves as the basis to access information to prepopulate registration fields that follow.
YES

...
New SPP User: China REGISTERED

Welcome to the New Seagate Partner Programme !

Text exclaiming the benefits of the new program. acillao rerilla at vel ut aut il ut iure , consequis adip ea acincilit num nibh el ullam ipit atincil etvel iurem adionummy , numsandipit, qui tin vel il dit lutpat ad dolorem quat Pat volorpe riustie minibh erit . nulput wis aliquametue vullaor sendrer aut veriuscil il in ex euis num aci blandre minci etum il erate vullan el eugiamet acilluptat ver ate modip el dolestrud dolor sisi ,
Please take a moment to Create a New Login Text that explains what will happen: Create New login As many fields as possible autopopulated to make is fast and easy to reregister

Register Now!

Based on successful ID, registration should be populated with all with data matches.

User is asked to create a user ID, password, and secret question, and to accept the SPP terms and conditions statement before clicking Next
NEXT LOG IN NOW

2.4 Contact & Business Information

SUBMIT

2.5 Confirm Registration Information 2.5a Edit Your Registration Information

2.6 Thank You For Registering

To Log In

Continue to the SPP website

Thank you confirmation will provide users with instant login access. Full requested access may take 24 hours. Member will see a rolebased entitled view of the home page of their region. New members may have an additional Whats New type module to welcome them.

USER GOAL2: REGISTRATION

Contact our Partner Support Team

Contact Partner Support

EDIT

DONE

Page 2