BlackBerry AtHoc Networked Crisis Communication User Guide

BlackBerry AtHoc Networked Crisis Communication User Guide
BlackBerry AtHoc Networked Crisis Communication
User Guide: Enterprise
Release 7.0.0.2, July 2017
Copyright © 2016–2017 BlackBerry Limited. All Rights Reserved.
This document may not be copied, disclosed, transferred, or modified without the prior written consent of
BlackBerry Limited. While all content is believed to be correct at the time of publication, it is provided as
general purpose information. The content is subject to change without notice and is provided “as is” and with
no expressed or implied warranties whatsoever, including, but not limited to, a warranty for accuracy made
by BlackBerry Limited. The software described in this document is provided under written license only,
contains valuable trade secrets and proprietary information, and is protected by the copyright laws of the
United States and other countries. Unauthorized use of software or its documentation can result in civil
damages and criminal prosecution.
Trademarks
Trademarks, including but not limited to ATHOC, EMBLEM Design, ATHOC & Design and the PURPLE
GLOBE Design are the trademarks or registered trademarks of BlackBerry Limited, its subsidiaries and/or
affiliates, used under license, and the exclusive rights to such trademarks are expressly reserved. All other
trademarks are the property of their respective owners. Users are not permitted to use these marks without
the prior written consent of AtHoc or such third party which may own the mark.
This product includes software developed by Microsoft (http://www.microsoft.com).
This product includes software developed by Intel (http://www.intel.com).
This product includes software developed by BroadCom (http://www.broadcom.com).
All other trademarks mentioned in this document are the property of their respective owners.
Patents
This product includes technology protected under patents and pending patents.
Contact Information
BlackBerry AtHoc
2988 Campus Drive, Suite 100
San Mateo, CA 94403
Tel: 1-650-685-3000
Email: [email protected]
Web: http://www.athoc.com
Contents
GETTING STARTED
1
Log In and Out of BlackBerry AtHoc
Reset Your Forgotten Password
Recover Your Forgotten Username
Change Your Login Password
BlackBerry AtHoc Homepage Components
BlackBerry AtHoc Roles
View Your Account Details
Contact BlackBerry AtHoc Technical Support
PART I: ALERT AND USER MANAGEMENT
1
2
3
3
3
6
15
15
17
Manage Alert Templates
Create and Publish Alerts
Manage Incoming Alerts from the Inbox
Manage the Situation Map
Manage Users
Search for Users
Manage Operators and Administrators
Manage Distribution Lists
Manage Alert Tracking and Reporting
Connect Organizations with AtHoc Connect
Manage AtHoc Account
Manage the Activity Log
18
53
69
77
83
96
102
107
113
119
131
160
PART II: SETUP AND ADMINISTRATION
162
Manage Organizations
Configure BlackBerry AtHoc Settings
Agent Signature Verification
163
166
232
APPENDIX A: UNIFIED TELEPHONY TRACKING CODES
View Reports with the Codes and Messages
Code Format and Message Descriptions
A
A
A
APPENDIX B: HOSTED SMS TEXT MESSAGING TRACKING CODES
D
APPENDIX C: PAGER CARRIER IDS AND NAMES
E
GLOSSARY
H
i
Getting Started
This guide provides task information for setting up and using the BlackBerry AtHoc Management
System. This guide provides information for how administrators set up the system, add or maintain
users, and modify permissions. This guide also describes how operators create alert templates
and send alerts. Operators can also connect with other organization in AtHoc Connect.
Log In and Out of BlackBerry AtHoc
There are two general types of users that access the BlackBerry AtHoc Management System:
operators and administrators. Administrators have system, organization, and user management
type roles and operators have publishing-related roles. For more information, refer to BlackBerry
AtHoc Roles.
Log In
An online user session lasts until the Administrator or operator logs out or the session times out.
Administrators can configure the timeout interval using the System Parameters screen. For more
information, refer to the Organization Settings section of this guide.
Before logging in to BlackBerry AtHoc, verify that the following are all true:
l
l
l
The BlackBerry AtHoc Server is installed on a server connected to the network and is
accessible to you.
The system has Internet Explorer version 9 or higher; or any version of the following browsers:
Internet Explorer, Firefox, Chrome, or Safari.
The BlackBerry AtHoc Administrator has provided you with the following:
l
The URL (an Internet address) for accessing the BlackBerry AtHoc Management System
l
A BlackBerry AtHoc username and password, or a smart card
Note: If the system has Internet Explorer, log in will not occur when the content advisor filter is set
to specific values.
To log in to BlackBerry AtHoc, complete the following steps:
1. Contact your Administrator to get the BlackBerry AtHoc Management System address.
2. Open a Web browser and navigate to the BlackBerry AtHoc URL.
Note: Administrators should use Internet Explorer to have full access to settings features.
Operators can use Internet Explorer, Firefox, Chrome, or Safari.
3. Click Accept to abide by the terms of the Security Disclaimer. Note that if you click Decline,
you cannot use BlackBerry AtHoc.
4. After you accept the security policy, the login screen fields become accessible.
5. Do one of the following:
l
Log in Manually:
a. Type your username and your password, which is case sensitive.
b. Click the Log In button.
1
Getting Started
l
Insert your smart card and click Access Smart Card.
6. If a disclaimer screen displays immediately after you click the Log In button, read it, then click
OK.
The BlackBerry AtHoc Management System homepage displays.
Change Organization
An organization is the logical grouping of operators and alert recipients. The members of the
organization can send and receive alerts. Depending on the type of system you use, you might
have access to more than one organization.
If you have access to other organizations, you can change between them using the following steps:
1. In the Navigation bar, click your username.
2. Click the Change Organization button.
3. Select an organization and click the OK button.
The homepage for the selected organization opens.
Log Out
To log out of BlackBerry AtHoc, complete the following steps:
1. In the Navigation bar, click your username.
2. Click the Log Out button.
3. Click OK.
Reset Your Forgotten Password
Note: The information in the following topic is relevant only if you log in to Self Service manually
using a username and password.
If you forget your password, you can reset it at any time by completing the following steps:
1. On the login screen, click the Forgot Password? link under the Password field.
2. On the Reset Password screen that pops up, enter your email address.
3. If your system has Captcha enabled for user verification, enter the Captcha image text into the
text-entry field.
Note: Captcha fields are not case-sensitive. If the Captcha image contains text, you can enter
any combination of upper- and lowercase characters.
4. Click Submit.
An email containing a reset password link is then sent to your email address.
5. Open the email, then click the link embedded within the body of the message.
A Reset Password screen appears.
6. Enter your new password, then re-enter the password to confirm it.
7. Click Next.
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BlackBerry AtHoc Enterprise User Guide
If your password meets the requirements set by your Administrator in terms of length and
complexity, a confirmation screen appears, informing you that your password has been reset.
8. Click the Go to Login button to log in.
Recover Your Forgotten Username
Note: The information in the following topic is relevant only if you log in to Self Service manually
using a username and password.
If you forget your username, you can recover it at any time by completing the following steps:
1. On the login screen, click the Forgot Username? link under the Username field.
2. On the screen that pops up, enter your email address.
3. If your system has Captcha enabled for user verification, enter the Captcha image text into the
text-entry field.
Note: Captcha fields are not case-sensitive. If the Captcha image contains text, you can enter
any combination of upper- and lowercase characters.
4. Click Submit.
Your username is then sent to your email address.
5. Log in to Self Service using your username and password.
Change Your Login Password
You can change your login password at any time by completing the following steps:
1. In the Navigation bar, click your username.
2. Click the My Details button.
Your user details screen opens, displaying all of the information associated with you in the
system.
3. In the Password section, click the Edit link.
4. On the Password screen that pops up, enter your current password.
5. Enter your new password.
6. Re-enter your new password to confirm it.
Note: Any password rules that your organization has created will appear on the screen under
the Confirm New Password field. If you fail to follow the rules, an error message will
appear and your password will not be accepted.
7. Click Update to assign the new password to your account.
BlackBerry AtHoc Homepage Components
The buttons and links that appear on the BlackBerry AtHoc homepage vary depending on the role
you have been assigned in the system, so some of the components discussed below might be
unavailable to you.
3
Getting Started
The BlackBerry AtHoc system does not support use of the Web browser Back button. Clicking the
Back button can produce unexpected results so it should not be used. Use the Navigation bar or
buttons on the screen to navigate from screen to screen within the application.
The BlackBerry AtHoc homepage is divided into two main sections: the main area and the sidebar.
Main Area Fields
The following fields appear in the main area of the homepage and might vary depending on your
permissions in the system.
Branding Area
Displays the logo of the company or organization of the user and any customized welcome
message that has been created by the company or organization.
Live Alerts
Displays a summary of all live alerts in the system, including the following information:
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The title of the alert
l
The time the alert was published
l
The time remaining in the alert. Note that this information is visible only in the tooltip field that
appears when you hover your cursor over an alert title.
l
The number of users targeted by the alert
l
The number of users the alert was sent to
l
The number of users who responded to the alert
Note: To view complete details about any of the alerts in the list, click the alert name in the Alert
Title column. To view a list of scheduled alerts, click the corresponding link at the top of the
section.
Quick Publish
Displays all alert templates for which the "Available for quick publish" checkbox has been enabled
on the alert template details screen. Note that a template can appear in this Quick Publish field
even if its details are incomplete.
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l
l
l
If the alert template details are complete, a Publish button appears beside its name in the
Ready to Publish column. Clicking this button takes you to the Review & Publish screen.
If the alert template details are not complete or if you want to make edits to it prior to
publishing, you can click the Edit Alert button, which takes you to the Edit & Publish screen.
If the alert template you want to access is not listed, click the See All Alert Templates link at
the top of the field. The New Alert screen then opens, containing an alert template search
field.
If you want to create a new alert, you can do so directly from this section by clicking the Create
a Blank Alert link.
Live Accountability Events
Displays all live accountability events in the system. For each event, the following information is
provided: event name, start time, number of affected users, number of affected users who have
4
BlackBerry AtHoc Enterprise User Guide
provided a status. The top corner of the field displays an All Accountability Events link that
allows you to view a list of accountability events that have ended.
Recently Received Alerts
Displays all live inbound alerts that have been recorded for the company or organization. For
each alert, the following information is provided: title, time, source, and type. Titles of alerts that
have not yet been reviewed appear in bold font; titles of reviewed alerts appear in plain font. In
addition, all of the live alerts appear on the map that appears in this section.
Sidebar Fields
The following fields appear in the sidebar and vary depending on your permissions in the system.
Update Link
Provides a clickable icon that refreshes all of the data on the screen.
View Live Map
Provides a map that displays active alerts and events.
Quick Links
Provides links to screens within the BlackBerry AtHoc application that users frequently need to
access, such as Manage Users, Publish an Alert, Start Accountability Event, and Connect to
Organizations.
System Status
l
l
l
If no errors have been reported, displays a green circle and the message, "System is Healthy."
If warnings have been reported, the field displays a yellow circle and the message, "System is
Unhealthy" with a More link. Click the link to view information about the warnings.
If errors have been reported, the field displays a red circle and the message, "System is
Unhealthy" with a More link beneath it. Click the link to view information about the errors.
Note: If warnings and errors occur at the same time, the red icon displays and the errors appear
first in the list when the More link is clicked.
Organizations and Users
Displays the total number of organizations and enabled users that the user has access to. It also
shows how many of the total users are currently online via desktop and via mobile device and
how many do not have a device active. If you have been invited to join an organization, a View
link appears below the Organizations title, taking you to a screen where you can respond.
The lower portion of the section contains two charts that are updated every 30 minutes. The first
shows the number of online users over the past 24 hours by hour; the second shows the number
of messages sent out each hour over the past 24 hours.
Login and Password Information
Displays the date and time you last logged in and the date and time you last changed your
password.
If you have failed to log in, the Last Login field also lists the number of failed attempts and
provides a link to the My Profile screen where you can change your password if necessary.
5
Getting Started
BlackBerry AtHoc Roles
The Enterprise Administrator, Organization Administrator, or System Administrator must grant
operator permissions to any user who needs access to the BlackBerry AtHoc Management
System. The act of granting operator permissions includes selecting which roles the user has when
they are logged in, as well as setting any restrictions. Roles are additive: you can assign multiple
roles and they build on one another, such as User Manager and Alert Publisher.
The role to which a user is assigned determines what BlackBerry AtHoc features they can access.
The following roles are available within BlackBerry AtHoc:
Role
Accountability
Manager
Accountability
Officer
Activity Log
Manager
Activity Log
Viewer
Description
l
Create, delete, and end accountability events
l
Create, duplicate, and delete accountability templates
l
Report status on behalf of others
l
Export Accountability event reports
l
View the Activity Log
l
Modify the Activity log
l
View the Activity Log
Advanced
Give the Advanced Alert manager role to someone who needs to manage alerts and
Alert Manager users, but should not have access to all settings. The Advanced Alert Manager role
provides the maximum publishing privileges for an operator including all Alert Publisher
privileges, plus the following:
Alert
Publisher
l
Create and manage distribution lists
l
Create and manage users lists and details
l
View operator audit trails
l
View alerts, usage, and user summary reports
l
Create and edit user attributes
l
Publish and manage new and draft alerts
l
Create and manage alert templates
l
Create and manage alert folders
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Provide access to Sent Alerts
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BlackBerry AtHoc Enterprise User Guide
Role
Connect
Agreement
Manager
Distribution
Lists Manager
Download
Export File
Draft Alert
Creator
End Users
Manager
Enterprise
Administrator
Description
Give this role to the people in your organization who need to manage AtHoc Connect.
l
View the Organization sections on the homepage and navigation menu
l
Send connection invitations to other organizations
l
Access the Inbox to accept or decline connection invitations from other organizations
l
View existing connection agreements with other organizations
l
Change AtHoc Connect settings
l
Access Distribution Lists in order to create and manage lists
l
Add and remove from static distribution lists
l
Provides permission to create and export files for download.
Give this role to people who should write but not send alerts.
l
l
View the Sent Alerts screen
l
Add, edit, or delete users
l
Import and export users
l
Enable and disable users
l
Add and remove users from static distribution lists
This role is used by customers who have multiple organizations to manage them as part of
the Enterprise. Enterprise Administrator is the most powerful role in the Enterprise and
should be reserved for users who need to have access to everything in it. See the
Enterprise Planning Guide for more information about Enterprise Alerting.
l
l
l
l
Organization
Administrator
Click the Draft button in the Alert Publisher to place the draft alert in a queue for
publishing by an Administrator or Advanced Publisher
Has the same level of permissions as the Organization Administrator in the
Enterprise organization
Has default access as an Organization Administrator in all sub organizations
Can grant users from sub organizations operator permissions to the Enterprise
organization
Can view, modify, and publish Activity Logs
This role provides the maximum privileges for a single organization. Provides all
Advanced Alert Manager privileges, plus the following:
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Create Operators Access to Organizations and Connect Profile
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View incoming alert rules
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Configure and edit organization settings, including mobile settings
l
View, modify, and publish Activity Logs
7
Getting Started
Role
Report
Manager
SDK User
Description
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View the Sent Alerts screen and related reports
l
View, edit, print, or export Personnel, Alerts Usage, and System Log reports
Used by external applications to perform tasks such as sending alerts and creating users.
l
Publish alerts from the AtHoc mobile app
l
This role performs all actions supported by the BlackBerry AtHoc SDK
SSA Operator This role is for customers who are using the Shared Situational Awareness and Collect
features. Along with SSA map access, it includes the following sub-privileges:
SSA Viewer
System
Administrator
l
Sharing of map objects
l
Publishing alerts from map objects
This role is for customers who are using the Shared Situational Awareness and Collect
features. Along with SSA map access, it includes the following sub-privileges:
l
Sharing of map objects
l
Publishing of alerts from map objects
Designed for the people responsible for maintaining the entire system of servers, who are
often IT staff. This role hides user information by default, but can increase its own roles if
needed to accomplish more tasks. This role can only be given in the System Setup
organization.
l
l
Has default access to view and manage the settings for every organization in the
system
Has access in all organizations and can increase their privileges
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AtHoc User Guide: Enterprise
Access Permissions for Key Roles
The following table covers the access permissions that correspond to key roles in BlackBerry AtHoc:
Task or Page
Account
ability
Mgr
Account
ability
Officer
Alert
Pub
User
Mgr
DL
Mgr
Report
Mgr
Connect
Agr Mgr
Adv
Alert
Mgr
Org
Adm
SDK
User
Activity
Log
Mgr
Activity
Log
Viewer
SSA
Viewer
SSA
Oper
Email
Pub
Download
Export
File
Ent
Adm
Sys
Adm
Alerts Section
Access Sent
Alerts
x
x
x
x
Access the Inbox
x
x
x
x
Configure Alert
Folders
x
x
Configure Audio
Files
x
x
x
Configure
Delivery
Templates
x
x
x
Configure
Devices
x
x
Configure
Incoming Alert
Settings
x
x
x
x
x
x
x
x
Create and
Publish an Alert
x
x
Create and Edit
Alert
Placeholders
Create and Edit
Alert Templates
x
x
View Activity Logs
x
x
Modify Activity
Logs
x
x
9
x
x
x
Getting Started
Task or Page
Account
ability
Mgr
Account
ability
Officer
Alert
Pub
User
Mgr
DL
Mgr
Report
Mgr
Connect
Agr Mgr
Adv
Alert
Mgr
Publish Activity
Logs
Org
Adm
SDK
User
Activity
Log
Mgr
Activity
Log
Viewer
SSA
Viewer
SSA
Oper
x
Email
Pub
Download
Export
File
Ent
Adm
Sys
Adm
x
Account Section
Create
accountability
template
x
Duplicate, delete,
and search
templates
x
View
accountability
templates
x
Create events
x
End, delete, and
search events
x
View event
dashboards
x
x
Export event
reports
x
x
Reports status on
behalf of others
x
x
Situation Section
View Situation
Map1
x
Configure
Situation Settings
x
x
Publish from
Situation Map
x
x
1Requires SSA Admin or SSA User
10
x
AtHoc User Guide: Enterprise
Account
ability
Mgr
Account
ability
Officer
Alert
Pub
User
Mgr
DL
Mgr
Report
Mgr
Connect
Agr Mgr
Adv
Alert
Mgr
SDK
User
Activity
Log
Viewer
SSA
Viewer
SSA
Oper
Email
Pub
Download
Export
File
Sys
Adm
x
x
x
x
x
x
x
x
x
x
x
x
x
Connect with
Organizations
x
x
Invitations
x
x
x
x
Configure Map
and Layers
Org
Adm
Activity
Log
Mgr
Ent
Adm
Task or Page
Users Section
Manage Users
x
Manage
Distribution Lists
x
Manage User
Attributes
Organizations Section
View Connected
Organizations
x
Connect Profile
link
x
Reports Section
Personnel
Reports
x
Alerts Usage
x
x
x
x
x
x
x
x
x
x
User Summary
Report
x
x
x
x
x
Reports - Device
Coverage
x
x
x
Reports Personnel
x
x
x
x
x
x
x
x
Reports - System
Log
x
x
x
11
x
x
Getting Started
Adv
Alert
Mgr
Org
Adm
Reports - Usage Alerts Activity
x
x
x
Reports - Usage Alerts Summary
x
x
x
Reports - Usage Users Activity
x
x
x
Task or Page
Account
ability
Mgr
Account
ability
Officer
Alert
Pub
User
Mgr
DL
Mgr
Report
Mgr
Connect
Agr Mgr
SDK
User
Activity
Log
Mgr
Activity
Log
Viewer
SSA
Viewer
SSA
Oper
Email
Pub
Export Data
Download
Export
File
Ent
Adm
Sys
Adm
x
Settings Section
Basic
Organization
Settings
x
x
x
x
x
x
x
x
x
Alert Folders
x
x
x
Delivery
Templates
x
x
x
Audio Files
x
x
x
x
x
x
x
x
x
x
Alert
Placeholders
Alert Templates
Incoming Alert
Rules
x
x
x
x
x
Mobile Alert
Settings
Connect Profile
x
x
Email Publish
x
Situation
Situation Settings
x
Map and Layers
x
12
x
x
x
x
x
x
AtHoc User Guide: Enterprise
Task or Page
Account
ability
Mgr
Account
ability
Officer
Alert
Pub
User
Mgr
DL
Mgr
Report
Mgr
Connect
Agr Mgr
Adv
Alert
Mgr
Org
Adm
SDK
User
Activity
Log
Mgr
Activity
Log
Viewer
SSA
Viewer
SSA
Oper
Email
Pub
Download
Export
File
Ent
Adm
Sys
Adm
System
System Settings
x
x
x1
Security Policy
x
x
x
Global System
Health
x
System Health
x
Diagnostic Log
Archive
x
x
x
x
x
x
x
Organizations
Manager
x
IP Integration
Module
(IIM) Management
x
x
x
x
x
x
x
x
x
x
x2
x
x
x
x
x
x
x
x
x
Integration
Manager
Operator Audit
Trail
x
System Jobs
Users
User
Attributes
Disable and
Delete End Users
x
Advanced
Operator
Manager
1“Yes” on System Setup; “No” on Enterprise or Member organizations
2“Yes” on System Setup; “No” on Enterprise or Member organizations
13
x
Getting Started
Account
ability
Mgr
Account
ability
Officer
Alert
Pub
User
Mgr
DL
Mgr
Report
Mgr
Connect
Agr Mgr
Adv
Alert
Mgr
Org
Adm
Activity
Log
Viewer
SSA
Viewer
SSA
Oper
Email
Pub
Download
Export
File
Sys
Adm
x
x1
x
Devices
x
x
x
Mass Devices
x
x
x
Distribution List
Folders
SDK
User
Activity
Log
Mgr
Ent
Adm
Task or Page
Devices
SDK
x
1Enterprise Admin can access from a stand-alone Enterprise organization (with no sub organizations)
14
BlackBerry AtHoc Enterprise User Guide
View Your Account Details
When logged in to an organization, you can view detailed information about your account such as
your login information, contact information, and memberships and subscriptions, by completing the
following steps:
1. In the Navigation bar, click your username.
2. Click the My Details button.
Your user details screen opens, displaying all of your profile information divided into the
following sections:
l
Basic Info—Username, first name, last name, display name, creation date,
organizational hierarchy, and user ID.
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Numbers—Home and mobile numbers.
l
Online Addresses—Personal and work email.
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Physical Addresses—Home and work addresses.
l
Subscriptions—Any distribution list.
l
Password—Displays black dots to represent your password in the system along with the
date your password was last changed. An Edit link allows you to change your password
at any time.
Note: This is the only field on the screen that is editable by all operators.
l
l
l
Permissions—Displays your login history along with the roles you have been granted
within BlackBerry AtHoc. This field also displays the permissions you have been given
with regard to each of the following:
l
Folder management and publishing
l
Distribution list publishing
l
Distribution list management
l
User base access
Mobile and Desktop Apps—Shows whether any Desktop or Mobile apps are
connected using your account. If any clients are connected, the field displays the number
of users logged in with your ID for each client. If no clients are logged in, the field displays
the phrase Not Available.
Advanced Information—Any user attributes defined by your system administrator.
Contact BlackBerry AtHoc Technical Support
If you encounter any problems or have questions regarding the BlackBerry AtHoc software,
contact BlackBerry AtHoc Technical Support using any of the following methods:
l
Web Site Form: http://www.athoc.com/support
l
Telephone: 1-650-685-3000 or (888) GO-ATHOC (888-462-8462)
15
Getting Started
l
Email: [email protected]
The Web-based support form is the primary method for contacting BlackBerry AtHoc Technical
Support.
16
Part I: Alert and User Management
Operators manage situations by publishing alerts, coordinating teams, and managing user
accounts for those sending and receiving alerts. Additionally, operators use alert tracking and
reports to research publishing reliability, device usage, personnel accountability, and
organizational effectiveness during an emergency. This section covers the following operator
tasks:
l
l
l
l
l
l
l
The Manage Alert Templates section shows you how to use out-of-the-box alert templates that
assist in publishing alerts quickly. We also show you how to create custom predefined
templates.
The Create and Publish Alerts section shows you how to create and publish alerts using
predefined alert templates and new alerts. You learn how to target users, communicate with
mobile teams and outside organizations using Situation and Organizations (AtHoc Connect),
and track alert delivery and responses.
The Manage Incoming Alerts from the Inbox section describes how to view, respond to, and
forward incoming alerts from mobile users and other organizations; how to manage the Inbox;
and how to view incoming alerts from the Map Inbox
The Manage Situation Teams section shows you how to work with the Situation Map to keep a
shared visual view of the team and alerts. You also learn how to manage alerts (emergencies
and reports) sent by mobile users, organizations (AtHoc Connect), and outside agencies, such
as FEMA.
The Manage Users section shows you how to manage user status and contact information,
provide operator and administration permissions, and create static and dynamic distribution
lists.
The Connect Organizations with AtHoc Connect section describes how to connect and
communicate with other organizations through AtHoc Connect.
The Manage Alert Tracking and Reporting section describes the types of alert tracking and
reports that you can use to determine delivery success, currency of contact information, and
other aspects of emergency communication management.
17
Manage Alert Templates
Alert templates define the types of alerts that can occur within an alert folder, enabling operators to
quickly publish the appropriate alert during an emergency.
When initially setting up the BlackBerry AtHoc system, the Administrator defines the alert folders
(categories of alerts) and appropriate alert templates for each folder. Later, the Administrator or
Advanced Alert Managers can add new alert templates or modify existing ones.
Note: When operators access the Alert Templates screen, they can see only alert templates
associated with folders to which they have access.
Access the Alert Templates Screen
Note: Only Advanced Alert Managers and Administrators can access the Alert Templates screen.
To access the Alert Templates screen, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
The Alert Templates screen opens.
You can click the New button on the Alert Templates screen to create new templates. In addition, if
a template has a checkbox beside its name, you can select it and either duplicate or delete it as
necessary.
The following columns are displayed in the list:
l
l
l
l
Checkbox—Displays a checkbox beside the alert templates that can be duplicated or deleted.
System templates, such as the [New Alert Template] and the Incoming Connect Alert, cannot
be duplicated or deleted, so no checkboxes appear beside their names.
Alert Template Name—Displays the alert template names, sorted alphabetically. Click the
Name header to sort in alphabetical order and click the same again to sort the names in reverse
alphabetical order.
Folder—Displays the name of the alert folder that contains the alert template. Click the Folder
header to sort in alphabetical order and click the same again to sort folders in reverse
alphabetical order.
Next Occurrence—Displays the next scheduled date/time for an alert related to a recurring
alert template. Click the Next Occurrence header to sort chronologically by next scheduled
occurrence and click the same again to sort in reverse chronological order.
Create an Alert Template
Note: Advanced Alert Managers and Administrators can create new alert templates.
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button on the Alert Templates screen.
4. On the screen that appears, select or enter values in each of the following sections, details of
which can be found in each of the following sections of this guide:
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BlackBerry AtHoc Enterprise User Guide
o
Alert Template (Alert templates only)
o
Content
o
Target Users
o
Target Organizations (If this has been enabled for your organization)
o
Mass Devices (Only available in English-language alert templates)
o
Schedule
5. After you have reviewed the template content, click Save.
Manage Visibility Settings for Alert Template Fields
Note: Only Advanced Alert Managers, Alert Publishers, and Administrators can manage alert
template settings.
Within BlackBerry AtHoc, alert templates typically consist of alert content, response options, a list
of targeted recipients, and a list of delivery devices for a specific situation.
The contents and behavior of the different sections of the alert template creation and alert template
editing screens are controlled from a central Alert Template Settings screen. The visibility settings
you select affect all alerts that are published from the template.
For example, if you opt to hide the Mass Devices section from an alert template called "Alert Mobile
Users," that section will be hidden for all alerts that are published from the alert template.
You can customize the visibility settings for the fields in each of the following alert template
sections:
l
Content
l
Target Users
l
Target Organizations
l
Mass Devices
l
Schedule
Manage Visibility Options for Content Fields in an Alert Template
To manage the visibility settings for the alert template Content fields, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the alert template.
The Alert Template Settings screen appears with the Content tab open by default.
5. In the Enable section, select the checkboxes beside each of the content options you want to
make visible to users who are creating alerts based on this alert template. You can show or
hide any of the following options for content:
19
l
l
l
Response Options—Select this checkbox if you want users creating alerts from this
alert template to be able to include response options in the alert.
Location—Select this checkbox if you want users creating alerts from this alert template
to be able to designate on a map a specific location for the alert.
Dropbox—Select this checkbox if you want users to be able to add attachments to their
alerts. These attachments would be available to alert recipients through a link in the alert
that opens a file stored on Dropbox.
6. In the Visibility in Alert section, do one of the following:
l
Select the Show Content Section radio button, then select the checkboxes beside
each option you want to make available to users who are creating alerts from the alert
template.
l
l
l
Select the Show as initially collapsed checkbox if you want the Content section to
display in its collapsed state when the alert template is first opened by the alert
creator.
Select the Show as read-only and prevent publisher from editing checkbox if
you the alert creator to be able to see the Content section without being able to edit
it.
Select the Hide Content Section radio button if you do not want users who are creating
alerts from the alert template to be able to see the Content section.
Note: If a section is not ready, you cannot make that section "read only" or hide it.
7. Click Apply.
Manage Visibility Options for Target Users Fields in an Alert Template
To manage the visibility settings for the alert template Target Users fields, complete the following
steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the alert template.
5. On the Alert Template Settings screen, click the Target Users tab.
6. In the Enable section, select the checkboxes beside each of the user targeting options you
want to make visible to users who are creating alerts based on this alert template.
Note: You must select at least one targeting method.
You can show or hide any of the following options for targeting users:
l
Fill count
l
By groups
l
By name
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BlackBerry AtHoc Enterprise User Guide
l
By advanced query
l
By location
l
By personal devices. For this option, there is a list of all personal devices you can make
visible or hide from users who are creating alerts based on the alert template.
7. In the Visibility in Alert section, do one of the following:
l
Select the Show Target Users Section radio button, then select the checkboxes
beside each option you want to make available to users who are creating alerts from the
alert template.
l
l
l
Select the Show as initially collapsed checkbox if you want the Targeted Users
section to display in its collapsed state when the alert template is first opened by the
alert creator.
Select the Show as read-only and prevent publisher from editing checkbox if
you the alert creator to be able to see the Targeted Users section without being able
to edit it.
Select the Hide Target Users Section radio button if you do not want users who are
creating alerts from the alert template to be able to see the Target Users section.
Note: If a section is not ready, you cannot make that section "read only" or hide it.
8. Click Apply.
Manage Visibility Options for Target Organizations Fields in an Alert
Template
To manage the visibility settings for the alert template Target Organizations fields, complete the
following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the alert template.
5. On the Alert Template Settings screen, click the Target Organizations tab.
6. In the Enable section, select the checkboxes beside each of the organization targeting
options you want to make visible to users who are creating alerts based on this alert template.
You can show or hide any of the following options for targeting organizations:
l
By name
l
By location
7. In the Visibility in Alert section, do one of the following:
l
Select the Show Target Organizations Section radio button, then select the
checkboxes beside each option you want to make available to users who are creating
alerts from the alert template.
21
l
l
l
Select the Show as initially collapsed checkbox if you want the
Targeted Organizations section to display in its collapsed state when the alert
template is first opened by the alert creator.
Select the Show as read-only and prevent publisher from editing checkbox if
you the alert creator to be able to see the Targeted Organizations section without
being able to edit it.
Select the Hide Target Organizations Section radio button if you do not want users
who are creating alerts from the alert template to be able to see the Target Users section.
Note: If a section is not ready, you cannot make that section "read only" or hide it.
8. Click Apply.
Manage Visibility Options for Mass Devices Fields in an Alert Template
Note: This feature is not available for non-English alert templates.
To manage the visibility settings for the alert template Mass Devices fields, complete the following
steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the alert template.
5. On the Alert Template Settings screen, click the Mass Devices tab.
6. In the Enable section, select the checkboxes beside each of the mass devices you want to
make visible to users who are creating alerts based on this alert template. If you do not want a
currently selected mass device to be available to alert creators using this alert template,
deselect the device's checkbox.
7. In the Visibility in Alert section, do one of the following:
l
Select the Show Mass Devices Section radio button, then select the checkboxes
beside each option you want to make available to users who are creating alerts from the
alert template.
l
l
l
Select the Show as initially collapsed checkbox if you want the Mass Devices
section to display in its collapsed state when the alert template is first opened by the
alert creator.
Select the Show as read-only and prevent publisher from editing checkbox if
you the alert creator to be able to see the Mass Devices section without being able to
edit it.
Select the Hide Mass Devices Section radio button if you do not want users who are
creating alerts from the alert template to be able to see the Mass Devices section.
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BlackBerry AtHoc Enterprise User Guide
Note: If a section is not ready, you cannot make that section "read only" or hide it.
8. Click Apply.
Manage Visibility Options for Schedule Fields in an Alert Template
To manage the visibility settings for the alert template Schedule fields, complete the following
steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the alert template.
5. On the Alert Template Settings screen, click the Schedule tab.
6. In the Visibility in Alert section, do one of the following:
l
Select the Show Schedule Section radio button, then select the checkboxes beside
each option you want to make available to users who are creating alerts from the alert
template.
l
l
l
Select the Show as initially collapsed checkbox if you want the Schedule section
to display in its collapsed state when the alert template is first opened by the alert
creator.
Select the Show as read-only and prevent publisher from editing checkbox if
you the alert creator to be able to see the Schedule section without being able to edit
it.
Select the Hide Schedule Section radio button if you do not want users who are
creating alerts from the alert template to be able to see the Schedule section.
Note: If a section is not ready, you cannot make that section "read only" or hide it.
7. Click Apply.
Define Alert Template Details
The Alert Template section is used to establish the identifying characteristics of the alert template
in the system. To configure them, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the New button to open the New Alert Template screen.
4. In the Name field of the Alert Template section, enter a meaningful name for the alert template
to help publishers identify it: for example, "Tornado Warning." The Name and Description
display in BlackBerry AtHoc only; they are not displayed to end users.
5. In the Description field, provide details about the alert template purpose or content. For
example, “Send out when there has been a tornado sighted within 5 miles of the facility.” This
description is not seen by end users; it is only visible within the application.
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6. In the Folder field, click the down arrow and select the alert folder to which you want to add
the alert template.
7. Select the Available for quick publish checkbox if you want to make the new alert template
available through all quick publish links in the application.
8. When you are done, go to the Content section and configure the fields within it.
Define Content for an Alert or Alert Template
The Content section is used to define the key parts of an alert or alert template in the system: the
title, the body, the type, and any response options, Website links, attachments, or location details
that are relevant.
To add content, complete the following steps:
1. (Optional) If you are creating an alert or alert template in a language other than default
language displayed on the screen, click the button beside the Severity field and select the
language from the dropdown list that appears. Note that this does not change the language
displayed on the screen. Instead, it changes the language that the message is delivered in. If
text-to-speech is enabled, the audio portion of the sent alert will be in the language you
selected.
2. In the Severity field, select the severity level from the dropdown list.
Important: High severity is reserved for extreme emergencies. On the Mobile application, it
overrides the device sound settings to emit any sounds associated with the alert
or alert template.
3. In the Title field, enter a one-line summary that communicates the purpose of the alert or alert
template. There is a 100 character maximum in this field. The title is required and displays at
the top of the recipients' screen when the alert is sent out.
4. (Optional) If you want to insert a placeholder into the alert or alert template title, click the
(Expand) icon and select the placeholder in the dropdown list that appears.
5. In the Body field, enter up to 2000 characters of text that communicate why the alert has been
sent and provide instructions to the target audience.
For more details on what to include in the Body field, see the Writing Effective Alert Messages
section of this guide.
6. In the Type field, select the type that fits with the alert or alert template you are creating.
7. In the Response Options field, do one of the following:
l
l
Click the Custom Response Options dropdown list to view a list of pre-set responses
you can add to the alert or alert template.
Click the Add Response Option link to define one or more responses that alert
recipients can send to let you know that they have received the message. If the response
involves a call bridge, select the Call Bridge checkbox, then, in the two fields that appear
below the checkbox, enter the call bridge number and passcode users will need in order
to respond. For specific details about what call bridges are and how they are used, refer
to the text box below.
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BlackBerry AtHoc Enterprise User Guide
(Optional) If you want to insert a placeholder into the Response Options field, click the
(Expand) icon and select the placeholder in the dropdown list that appears.
Note: Targeted users within countries that have a provisioned SMS country code can
respond to SMS alerts. Users within countries that do not have a provisioned
country code cannot respond to SMS alerts. For more information, including a list
of countries with a provisioned code, see “How does AtHoc SMS support sending
text messages to countries abroad?“ on the BlackBerry AtHoc Support site.
8. (Optional) In the More Info Link field, enter one of the following:
l
l
A URL that opens a Web page where users can go to get more details about the alert
when it is sent out. When users receive the alert, a For Further Information link within it
will take them to the Web page.
A URL that opens an attachment (media or documents) stored on Dropbox. For details
on how to store an attachment on Dropbox, refer to the Add an Attachment Using
Dropbox section of this guide.
9. If you entered a URL in the previous step, click the Test URL link to verify that the link works
correctly.
10. (Optional) In the Location field, click the Add button to access a map on which you can
designate a geographic area for the alert or alert template.
For a detailed description on how to specify a geographic location for an alert or alert
template, refer to the Select an Alert Location section of this guide.
11. When you are done, go to the Target Individual Users section and configure the fields within it.
What Is a Call Bridge?
A call bridge is a type of alert response option for telephony devices consisting of a text response
accompanied by either a phone number or a URL address. If you set up a Call Bridge phone option, end
users must type the full phone number plus the passcode (if required) preceded by an ‘x’ delimiter: for
example, (321)987-6543x98127.
If you set up a Call Bridge URL, the URL address must begin with one of the following:
l
http:// – for standard Web addresses
l
https:// – for secured Web addresses
l
sip:// – for conference device addresses
Add an Attachment Using Dropbox
Note: Visibility of the Choose from Dropbox button is controlled by an organization setting so it
might not be active for your organization. If it is active, you must first register with
Dropbox™ and then sign in before you can attach files. Details on how to register and sign
in are presented below.
If you want to include an attachment in an alert, alert template, event, or event template, you can
upload media or documents on Dropbox and then include a link to that attachment within the alert,
event, or template you are creating. To add a link to an attachment stored in Dropbox, complete the
following steps:
25
1. In the Content section of the alert, event, or template, click the Choose from Dropbox
button.
2. Enter your Dropbox username and password. If you do not have a Dropbox account, click
the "create an account" link under the Sign In button to create one.
Note: Although you need to set up an account in order to access Dropbox, you can use the
Choose from Dropbox button to select files stored in the cloud or add files from your
local drive without having to install the full Dropbox application on your computer.
3. Click the Upload button.
4. Click the Choose files button.
5. Navigate to the file you want to upload, then click Open.
6. Click Done.
7. Click the filename in your Dropbox homepage, then click the Share link that appears in the
same row.
8. Copy the link location that appears in the Link to file field.
9. Paste the link location into the More Info Link field in the Content section of the alert, event,
or template you are creating.
Select an Alert or Event Location
There are two ways to add locations to an alert or event using the map feature: by defining custom
locations using the drawing tools available on the map and by selecting geographic areas from a
list of locations that were predefined by a BlackBerry AtHoc administrator.
Note: When Operators and Administrators create an alert or accountability template, they have
the option to make Location a mandatory component by clicking the Settings button and
selecting the Is Location Mandatory checkbox. When an operator creates an alert or
event from the template, if a location is not added, the alert or event is assigned a status of
"Not Ready."
To access a map where you can select one or more geographic location for an alert or event,
complete the following steps:
1. In the Content section, click the Add button in the Location field.
A separate screen appears, displaying an interactive map.
Note: If you have the necessary permissions, you can set the default map area through the
Map and Layer Settings screen.
2. (Optional) If the location you want to target is not displayed on the current map, enter the
address, point of interest, or longitude/latitude value pair in the search field. Press Enter on
your keyboard to refresh the map location.
3. To use a predefined location on the map as a targeting criteria, click the Select Predefined
Locations button to access a dropdown menu from which you can select any of the layers
that have been created for you. When you select a layer, the map auto-updates to display the
layer location on the screen.
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BlackBerry AtHoc Enterprise User Guide
Note: Uploading multiple layers with different set of predefined locations is recommended to
improve usability and system performance. Map layers are configured on the Map and
Layers screen, accessible to Administrators at Settings > Situation > Map and
Layers.
4. Select one or more predefined locations within the layer by clicking them on the map or
selecting the checkbox beside their names in the dropdown menu.
As you make selections, the locations are highlighted on the map, as seen below for Shell 1,
Shell 2, and Shell 4.
5. To create a custom location, click the Create Custom Locations button to display the
drawing tools for creating shapes.
27
6. Click one of the shape buttons in the Map Tools bar and click and drag on the screen to cover
the location you want to use in the alert or event.
7. To view the size of a custom location, click the shape on the map. A black box appears beside
the Create Custom Locations button, listing the total area of the custom location in square
miles or square kilometers, depending on which unit of measure your system uses.
8. To edit a custom location, click the shape and then click and drag on any of the circles that
appear around the edge of the shape.
9. To scale new shapes up and down while preserving their dimensions, complete the following
steps:
a. Press and hold the SHIFT key on your keyboard.
b. Click and release the shape to select it.
c. Move your cursor over one of the white squares around the shape.
d. Click and hold on the white box while dragging the mouse to increase or decrease the
shape size.
As you create shapes and select predefined locations on the map, the Location Summary
field in the bottom-right corner updates to provide you with an overview of the total number of
locations that are displayed on the map and the locations that will be included in the alert or
event.
10. To delete one of the custom locations you created, do one of the following:
l
l
In the Location Summary field, click the X button next to each location you want to
remove. Note that if you have created more than one custom location, they are combined
in the list and cannot be deleted individually. To delete individual custom locations, use
the method described below.
Click the border of the location shape on the map to select it, then click the
remove it.
button to
11. To see the total number of users and organizations that are located within the selected map
locations, click the Calculate link beside the Target By Location field.
Important: Users and organizations listed in the Target By Location field are not
automatically added to the alert or event target list. To add them as targets, you
must select the Target Users and Target Organizations checkboxes.
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BlackBerry AtHoc Enterprise User Guide
12. When you are done adding locations and targeting users and organizations, click the Apply
button to save your changes.
View Informational Layers on a Map
Informational layers are created in the Map and Layers Settings fields within the BlackBerry AtHoc
system and are not specific to the current alert. The same layers can be viewed in every alert
template.
To enable operators to view multiple layers simultaneously, the Map screen includes a Layers icon.
Selecting layers from this list adds them to the map for informational purposes: they can be seen,
but not clicked. In contrast, the Select Predefined Location button allows operators to select a
location from a single layer at any given time.
An alert map contains multiple map layers, each of which provides information about the location
and target audience for the alert.
To view the layers of an alert or alert template, complete the following steps:
1. Open the alert map.
2. In the bottom left corner of the screen, click the
(Layers) button.
3. Select the Organizations checkbox in the Layers list to view all of your connected
organizations within the current map area. To view organization details, click the
corresponding
(Organization) icon. .
Note: If more than one object exists at or very close to the same geo-location coordinates,
click the (Forward) button to see the details of the other organization.
4. Select the Incoming Alerts checkbox in the Layers list to view all of the incoming alerts that
fall within the current map area and include location information. To view incoming alert
details, click the corresponding
(Incoming Alert) icon. .
5. Click the checkbox next to any of the Layers checkboxes to see it displayed on the map. The
difference between selecting a predefined location in the Select Predefined Locations
dropdown list and doing so in the Layers panel is that the location is not interactive when
selected in the Layers panel. This non-clickable status is indicated by the use of lighter
shading and dotted lines around the edges of the locations, as shown in the image on the right
29
below.
Note: Custom locations are not listed on the Layers panel.
Change the Map Type
To change the map style in an alert or alert template, click the
(Map Options) button in the
bottom left corner of the screen and then click to select the map you want to use. The following
options are available:
l Bing Road—Microsoft's standard drawing map with streets and major landmarks labeled.
l
Bing Aerial—Microsoft's standard aerial photograph of the map area.
l
Imagery—Aerial photograph of the map area.
l
Imagery with Labels—Aerial photograph of the map area with major landmarks labeled.
l
Streets—Traditional drawing map with streets and major landmarks labeled.
l
l
l
l
l
l
l
Topographic—Traditional drawing map with topographical features displayed and streets
and major landmarks labeled.
Dark Gray Canvas—Dark drawing map with bodies of water and cities labeled. Roads are
shown but are not labeled.
Light Gray Canvas—Light drawing map with bodies of water and cities labeled. Roads are
shown but are not labeled.
National Geographic—Traditional drawing map with topographical features displayed and
streets and major landmarks labeled.
Oceans—Traditional drawing map with topographical land features displayed and
underwater topography labeled.
Terrain with Labels—Traditional drawing map with topographical features displayed and
cities and major roads labeled.
OpenStreetMap—Traditional drawing map with streets and major landmarks labeled.
Writing Effective Alert Messages
Use the following hints and best practices to publish successful alerts:
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BlackBerry AtHoc Enterprise User Guide
Content and Message
l
l
l
l
l
l
l
Keep the title and body brief and simple.
If the alert is an Exercise or Test; clearly put the text “Exercise” or “Text” in the title and
message. This practice ensures that everyone responds appropriately and no one mistakenly
takes your exercise message for a real-world event.
Use the five W’s: Who. What. When. Where. Why. And How, if needed.
If you use acronyms or unique words, remember the text to speech may mispronounce your
message or make it hard to understand. Add spaces or periods after each letter of the acronym.
Placeholders can be very useful when using alert templates. Don’t forget to select the values if
they are included.
Use the “More info” link to add a Web page or Dropbox attachment URL.
Include Response Options. They are a powerful tool to see who has responded to your alert
and can provide valuable accountability information from your users.
Devices and Coverage
l
Use the devices that will most likely reach your users at the time of the alert.
l
Target your Connect Organizations if you want them to receive your alert
l
l
l
l
l
When sending a Desktop Popup, ensure that you choose the template and audio that best
corresponds to your alert.
The Phone is the only device for which you can establish a delivery order. When selecting
multiple telephony devices, prioritize the devices your recipients are most likely to use.
Use the device Options to ensure your message is effectively communicated. For example,
some devices have shorter message requirements. Or, a message that goes to the phones of
individuals might be different than a message that goes to the general public over a
loudspeaker.
Use the Options for (SMS) text messages to shorten the content to 160 characters or less. If
you exceed the 160 characters allocated for the title, body and response options, your message
may be broken into several messages.
When using Twitter, use discretion because the message appears on social media, outside of
your user base.
Publishing Schedule
l
l
Alerts can be scheduled to publish at a date and time in the future.
Set the ‘live’ time for the time you want your users to be able to respond to your alert. You can
estimate how long that they will receive the message and respond if they are away from their
devices.
31
Review and Publish
l
If you have time, always test your messages before sending.
l
Use Alert Folders (formerly called Channels) to organize your alerts.
l
Use spell checking for your Title and Content before publishing.
l
Verify in the Targeting Summary that the correct individuals are receiving your alert.
Configure a Response Option as a User Attribute
Response options can be either of the following types:
Custom—Defined during the creation of an alert or alert template. This is the most common
type.
l
Pre-set—Defined in advance as user attributes. The pre-set options have a feature that is not
available in custom responses. When a user responds to the alert using a pre-set option, the
response value is copied to their user record as a user attribute that can later be the subject of a
query. The user attribute must be a single-select picklist type.
l
Benefits of Using a Pre-Set Response Option
Pre-set response options created as user attributes are appropriate in the following situations:
l
l
As a way to efficiently gather data about users for use later in alert targeting. The response an alert
recipient gives to an alert asking if they have medical training, for example, could be added to each
respondent's personnel record. During a subsequent emergency, the user database could be
searched and an alert immediately sent out to all users whose user attribute value for Medical Training
is set to "Yes."
When there is a need to send out multiple versions of the same alert but view the results in a single,
aggregated report. The responses from each version of the alert are added to each respondent's user
record. At any time, operators can generate a single personnel report that shows the aggregate totals
for all response options across the multiple versions of the alert.
To create a response option user attribute, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
The User Attributes screen opens.
3. Click New and then select Single-select Picklist.
4. Best Practice: On the New Attribute screen, enter the name of the new attribute prefixed
with "RO" to indicate that the attribute is for response options: for example, ROOfficeLocation.
5. In the Values field, add the response options for each picklist option.
6. In the Page Layout field, leave both dropdown lists set to Do not show.
7. (Optional) To track the responses, in the Personnel Reporting field, select the Enabled
checkbox and enter a report name, such as Office Locations Response Options.
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BlackBerry AtHoc Enterprise User Guide
8. Click the Save button.
The response option user attribute then appears in the Response Options section of the
alert details screen.
If you selected the Enable checkbox in Step 7, each time an operator publishes an alert with
the response options you created, the option each respondent selects is added to their user
record. To view a summary of responses to each option, go to Reports > Personnel
Reports and click the name you gave the report in Step 7 above.
Target Users
The Target Users section allows you to identify the users you want to send an alert to or block from
receiving the alert. As you create an alert or alert template, users can be identified based on their
names, attributes, roles, group memberships, distribution list memberships, or physical locations.
Targeting Basics
The following general targeting information can be used to plan how you target recipients for
different types of alerts.
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User-based targeting provides one or a combination of ways to select users:
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By Groups—Target users who belong to one or more groups—which can be defined as
organizations, shared attributes, or distribution lists—selected by the operator. For more
information, refer to Target Groups in Alerts or Alert Templates. Also enables the operator
to block groups from receiving the alert. For more information, refer to Block Groups and
Distribution Lists from Receiving a Notification.
By Users—Target individual users. Also enables the operator to block specific individuals
within a group from receiving the alert. For more information, refer to Block a User from
Receiving a Notification.
By Advanced Query—Target users based on standard or user attributes or delivery
devices. Select this option to perform customized, on-the-fly targeting for an alert. For
more information, refer to Target or Block Users by Advanced Query.
By Location—Target users based on their geographical location. For more information,
refer to Target by Location.
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The administrator can restrict the organizational nodes and distribution lists that each
publisher can access. As a result, a publisher might be able to target only a fraction of the total
available organizations and distribution lists.
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Use Fill Count to specify a certain number of responses before ending an alert. This option is
useful when you need confirmation that the alert has been received by a certain number of
users.
Additionally, you can enable Escalation to control the order in which users are contacted. Use
escalation options to control the delivery order by groups or specific individuals.
You can add a group escalation path based on user attribute values and priority. Another option
is to specify a sequence that targets individuals, one-by-one, until enough users respond. After
the fill count is met, the alert is ended.
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Blocking a recipient always takes priority during targeting. If a user is excluded, they will not
receive an alert, even if they belong to a group, organization, geographical area, or distribution
list that has been targeted to receive the alert.
Define Fill Counts and Escalation
Use Fill Count to specify a certain number of responses before ending an alert. This option is useful
when you need confirmation that the alert has been received by a certain number of users. For
example, if you need ten emergency responders to report to an event, you can request this many
responses before the alert ends.
Additionally, you can enable Escalation to control the order in which groups and/or individuals are
contacted. For example, you might want a high priority group of users to be contacted before
another group of users. To control the order, you use an attribute to target groups or users.
Example: Emergency Notification with Fill Count and Escalation
You need to set up an alert template to contact the appropriate teams during a chemical spill. You
select a user attribute named EC_ChemSpill. The values of EC_ChemSpill include Chemical
Facility, Supervisors, and Executives.
The creation and execution of this hypothetical alert would take place in the following stages:
1. You specify the number of “I can help” responses that must be sent before the alert can end.
In this example, that number is 10.
2. You enable alert escalation by choosing a user attribute with groups that are contacted one at
a time until the fill count is satisfied.
3. You set the sort order from lowest to highest to ensure that if10 Chemical Facility team
members do not select the "I can help" response option within the timeframe, the alert
escalates to the Supervisors team.
4. You enter an interval of 6 minutes for each team to respond before the alert escalates to the
next team.
5. The first group, the Chemical Facility team, gets the alert immediately.
6. Only seven members respond within the six-minute interval for that part of the alert.
7. The alert then escalates automatically to the next team: the Supervisors.
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BlackBerry AtHoc Enterprise User Guide
8. Three members of the Supervisors team respond within the next six-minute interval. The fill
count is met so the alert ends.
9. The Executive team is not contacted because the alert ended before it escalated to them.
Prerequisites
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The alert template must have the Fill Count setting enabled. See Manage Visibility Options for
Target Users Fields in an Alert Template
The user attribute that will be used to target groups and users must be created:
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It can be any attribute type other than memo or geo location.
(Recommended) For escalations, it is recommended to use a single- or multi-select picklist
that targets the groups of users needed to meet the fill count.
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Users must have the selected user attribute as part of their profile.
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Response options must be defined in the Content section of the alert.
To define the fill count and escalation, complete the following steps:
1. In the Target Users section, click the Fill Count and Controlled Delivery link.
2. In the Fill Count field, enter the number of responses needed to end the alert. This number
can be changed when the alert is actually published.
3. Select a Response Option for the fill count, such as “I can help.”
4. (Optional) Select Enable Escalation to define the order in which groups of users are
contacted.
5. In the Escalate By list, select any user attribute with a type other than memo or geo location.
The attribute should target the users to which you want to deliver the alert. If the attribute is a
picklist, ensure that the sort order is correct.
6. Specify the Sort method for the escalation or delivery method.
Select Top to Bottom to start with the first value in the attribute list or Bottom to Top to start
with the last value in the list. For example, in planning for a chemical spill, you could select top
to bottom to ensure that HazMat personnel are sent the notification before it is escalated to
higher levels of authority.
7. (Optional) To enable controlled delivery, select the One User at a Time checkbox as a
Delivery Method.
8. In the Interval field, specify how much time will be given to a group to respond before the next
group or user is contacted. If the first group does not send enough responses to meet the fill
count during the interval, alerts go out to the next group in the sort order.
9. Click Apply.
Your choices are displayed at the top of the Target Users section. These choices can be
edited before publishing.
10. To view the order in which users will be alerted, click the number next to Total Users. The list
of users is displayed in the order of escalation priority.
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11. Publish the alert.
12. Monitor the status of the fill count with the Alert Summary Report. As the users respond, the fill
count increases.
Target Groups in Alerts or Alert Templates
Using the By Groups tab, publishers can target groups of users based on their memberships in
organizational hierarchical nodes and in distribution lists. The alert is sent to users within the
selected groups.
The publisher can also block recipient groups (exclude them from alert delivery).
The Group target categories displayed are:
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Organizational Hierarchy—If your system is set up for them
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Distribution Lists—Static and dynamic
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Targetable Attributes—Any attributes that have been selected as targeting criteria
Note: The Administrator can restrict the contents of these categories for each publisher. For
example, a publisher might have permission to view only one of four organizational
hierarchies.
To select groups of users as alert recipients, complete the following steps:
1. In the Target Users section, click the By Groups tab if it is not already selected.
2. In the Groups field, select the checkbox beside each group or distribution list that you want to
target.
If you select a group or distribution list that contains sub-groups or sub-distribution lists, those
are automatically selected, too. However, any of them can be manually deselected by clicking
the checkbox next to its name. If you select all of the sub-groups or sub-distribution lists
manually, the parent group or distribution list is not selected automatically.
Note: The presence of a black square (or a black hyphen if you are using Google Chrome) in
a checkbox indicates that some of its sub-groups or sub-distribution lists have been
selected and some have not.
Block Groups and Distribution Lists from Receiving a Notification
Blocking groups—which can be either organizations or distribution lists—can be done through the
By Groups tab in the Target Users section by completing the following steps.
1. In the Target Users section, click the By Groups tab if it is not already selected.
2. In the Groups field, click the Block link beside each group or distribution list that you want to
block from receiving any alert generated from the alert template.
Note: Even if a top-level group or distribution list is selected for inclusion, you still have the
option of blocking any of the sub-groups or sub-distribution lists underneath it. Blocking
takes precedence over inclusion, so blocked sub-groups and sub-distribution lists will
not be targeted even if their parent groups or distribution lists are targeted.
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As soon as you block a group or distribution list, the Block link in their row changes to an
Unblock link and a (Blocked) icon appears beside its name, preventing you from adding it
to the alert recipients list.
3. If you want to unblock a group or distribution list, click the Unblock link beside its name.
Note: If you block a group or distribution list that contains sub-groups or sub-distribution lists,
those are automatically blocked, too. In order to unblock any of the sub-groups or subdistribution lists, you must manually unblock the parent group or distribution list first.
Note that if you manually block all sub-groups or sub-distribution lists, the parent group
or distribution list will not display a blocked icon.
Target Individual Users
Targeting users can be done through the By Users tab in the Targeting section by completing the
following steps:
1. In the Target Users section, click the By Users tab.
2. In the Users field, click the Add/Block Users link. The Add/Block Users screen appears.
3. Select the checkbox beside each user that you want to target in the alert and then click the
Block link next to any user you want to block from receiving the alert.
Note: If the name of the user does not appear on the screen, enter the name in the search
field, and then click Search.
As you select (and block) users, the total number selected updates automatically at the top of
the screen and the total number targeted and blocked appears below the search field.
4. After you have selected all users you want to include in the alert, click the Apply button.
The Users screen then reappears, displaying the names of the users you added with a
(Checkmark) icon beside their name. If you blocked any users, a
appear beside their name.
(Blocked) icon will
Note: If you change your mind and want to remove a targeted user from the alert recipient list,
click the (Remove) icon next to their name.
Block a User from Receiving a Notification
In some situations, you might want to block (exclude) specific users from receiving an alert.
Individual alert settings take precedence over group settings, so if a user is blocked, they will not
receive an alert even if a group they belong to is included in the alert. To block users, complete the
following steps:
1. In the Target Users section, click the By Users tab.
2. In the Users field, click the Add/Block Users link.
3. On the Add/Block Users screen that appears, click the Block link beside each user you want
to block from receiving the alert.
Note: If the user's name does not appear on the screen, enter the name in the search field,
then click Search.
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When you block a user, the Block link becomes an Unblock link and a (Blocked) icon
appears next to their name, preventing you from adding them to the alert recipients list.
4. After you have selected all of the users you want to block (and all users you want to add to the
alert), click the Apply button.
The Users screen then reappears, displaying the names of the users you blocked with the
(Blocked) icon next to their name and the users you added with a (Checkmark) icon next
to their name.
Target or Block Users by Advanced Query
You can perform ad hoc targeting or blocking of users based on general attributes, organization
hierarchies, geolocation, operator attributes, or device types. To target or block users based on
advanced query criteria, complete the following steps:
1. In the Target Users section, click the By Advanced Query tab.
2. Click the Add Condition link.
3. In the Select Attribute dropdown list, select the first attribute, organization hierarchy,
geolocation, operator attribute, or device you want to use as targeting criteria.
4. In the Select Operation field, select the operation that you want to assign to the attribute. To
block users who have specific attributes, select a negative operator such as not equals or
does not contain.
Note: The list of operations varies depending on the type of attribute selected.
5. If the Operation you selected in Step 3 requires additional query values, a third field appears.
Enter or select a value for the attribute.
6. (Optional) Click the Add Condition link and then repeat steps 2 through 4 for each additional
condition you want to add.
Note: In order to be included in the target group, users must meet all conditions specified by
the condition statements.
The Targeting Summary field at the bottom of the Target Users section updates automatically
to display the total number of users who match the query conditions you have created.
7. (Optional) Click the number in the Advanced Query field within the Targeting Summary to
view a screen that displays the criteria that you created for the advanced query.
8. (Optional) Modify the query conditions as needed to isolate the exact user group to which you
want to send the alert. Click the Add Condition link to add more conditions. Click the icon
beside the condition to remove the condition.
Target Users by Role
You can target users based on their role by completing the following steps:
1. In the Target Users section, click the By Advanced Query tab.
2. In the Select Attribute dropdown list, scroll down to the Operator Attribute section and select
Roles.
3. In the Select Operation field, select the query operation that you want use.
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4. In the third field that appears, select the role or roles that you want to use as search criteria.
The Targeting Summary field at the bottom of the Target Users section updates automatically
to display the total number of advanced queries you have created.
5. (Optional) Click the number in the Advanced Query field to view a popup screen listing the
operator roles you have selected as targeting criteria for the alert.
Target by Location
In order to target users by location, you must first define a location in the Content section of the
alert or alert template. For detailed instructions on how to do this, refer to Select an Alert or Event
Location.
You can target users based on a geographical location that you select on a map. To do this,
complete the following steps:
1. In the Target Users section, click the By Location tab.
2. Select the checkbox beside the phrase Users in the defined location.
The Targeting Summary field at the bottom of the Target Users section then updates to
display the total number of locations on the map that will be used to target recipients when
alerts are generated from the alert template.
3. Click the number in the By Location field to open a new screen that displays a map showing
each of the locations that have been targeted. This is the same map that can be seen in the
Location field within the Content section above.
Review the Targeting Summary
The bottom section of the Target Users section displays the Targeting Summary, showing the total
number of groups and users that have been selected and blocked and the number of targeted
locations and personal devices included in the alert. As additional groups, users, and devices are
added to or removed from the target group, the section updates automatically.
Clicking any of the numbered links in the Targeting Summary field opens a popup screen that
provides a list of the users, devices, or search conditions related to the selected target.
By Groups
The By Groups summary screen lists all of the organizational hierarchies and all distribution lists
that are included in the alert. If a group or distribution list has children that have been blocked, the
alert will not go out to users within those sub-groups or sub-distribution lists.
By Groups-Blocked
The Groups-Blocked summary screen lists all of the organizational hierarchies and all distribution
lists that have been excluded from the alert. If all sub-groups or sub-distribution list of a parent
have been blocked manually, the parent is not, by default, blocked as well. The parent can only
be blocked by manually selecting it for blocking.
By Users
The By Users screen lists all of the users who have been selected for inclusion in the alert.
By Users-Blocked
The By Users-Blocked screen lists all of the users who have been blocked from receiving the
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alert.
By Location
The By Location screen displays a map showing each of the locations that have been targeted in
the alert. This is the same map that can be seen in the Location field within the Content section
of the new alert template or new alert screen.
By Advanced Query
The By Advanced Query screen lists all of the search conditions that have been created in order
to identify the target audience for the alert.
Personal Devices
The Personal Devices screen displays a list of each of the personal devices that will be used to
target the alert recipients. Beside each device listed is the percent of alert recipients who can be
reached using the device.
Select Personal Devices for an Alert or Alert Template
After selecting the users or groups you want to include in the alert or alert template, you must select
the personal and mass devices to use to contact the target group. To select personal devices,
complete the following steps:
1. In the Target Users section, click the Select Personal Devices tab.
A list of all available personal devices appears, accompanied by statistics that reveal the total
number of selected users who can be reached by each device type.
2. Select the checkbox next to each personal device you want to include.
As you select devices, the pie chart on the side of the screen updates to show the number of
reachable and unreachable users based on your current selections.
3. (Optional) Click the number next to the Total Users field to view a User Listing screen that
displays the username and organizational hierarchy for each of the users in the target group.
4. (Optional) Click the numbers in the Reachable Users and Unreachable Users fields to view
separate popup screens providing user details for those subgroups.
Note: If no users are reachable based on the targeted users and devices you select, the alert
template is not ready for publishing.
Specify Personal Device Options for an Alert or Alert Template
After you select personal devices for an alert or alert template, you can specify options for most of
the devices by completing the following steps:
1. In the Target Users field, click the Select Personal Devices tab.
2. In the Personal Devices field, select the checkboxes next to each of the personal devices you
want to use as targeting methods.
3. Click the Options link in the top corner of the Personal Devices field.
The Personal Devices Options screen opens, displaying separate tabs and separate options
for each of the devices you selected in Step 2.
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4. After selecting options, click the Apply button at the bottom of the screen.
The following table details the options that are available for the most common device types.
Device
Type
Desktop
Popup
Options
App Template
Explanation
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All desktop popup alerts display the alert severity and type,
and, if available, a link to the alert location. BlackBerry AtHoc
provides default templates, one for each type of severity:
High, Moderate, Low, Informational, Unknown.
Specify the desktop delivery template, either the default
template or a custom template.
If you choose Use Custom Template, you can pick from any
existing templates.
Best Practice: Click the Preview button to preview the
custom template.
Important: If your operating system has been magnified to
150% or higher, reduce the amount of text in the
alert. If the alert exceeds the size of the alert
dialog, the scroll bars might be unavailable.
App Audio
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Email
Email Template
Email Message
Content
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Select whether to use the default or a custom audio sound.
The default audio is predefined by your organization.
If you choose Use Custom Audio, you can pick from any
existing audio sound. Best Practice: Click the ► button to
preview audio selections.
Specify the email template, either the default template or a
custom template. BlackBerry AtHoc provides default
templates, one for each type of severity: High, Moderate, Low,
Informational, Forgot Password
Select the Alert Title and Body radio button to use the
information in the alert title and body fields as the email
message content.
Select the Custom Text radio button to enter a custom title
and message body as the email message content.
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Device
Type
Options
Text
Content Sent Via Text
Messaging
Explanation
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Pager
Content
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Select the Alert Title and Body radio button to use the
information in the alert title and body fields as the text
message content.
Select the Alert Title radio button to use the information in the
alert title as the text message content.
Select the Custom Text radio button to enter a custom
message as the text message content.
Targeted users within countries that have a provisioned SMS
country code can respond to SMS alerts. Users within
countries that do not have a provisioned country code cannot
respond to SMS alerts. For more information, including a list of
countries with a provisioned code, refer to How does AtHoc
SMS support sending text messages to countries abroad? on
the BlackBerry AtHoc Support site.
Select the Alert Title and Body radio button to use the
information in the alert title and body fields as the pager
message content.
Select the Custom Text radio button to enter a custom
message as the pager message content.
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Device
Type
Cisco
IP Phone
Display
Options
Alert Image
Explanation
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Ringtone
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Audio Broadcast
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Select the None radio button if you do not want an image to
accompany the alert.
Select the Image radio button to select an image from a
predefined list.
Select the Online Image radio button to enter the URL for an
image that you want to accompany the alert.
Select the No Ringtone radio button if you do not want a
ringtone to play before the alert
Select the Use Ringtone radio button to select a ringtone from
a predefined list. The tone will sound before the alert content
plays.
Select the No audio message option from the dropdown list if
you want no audio to play when the alert is received.
Select the Audio - Title and Body option from the list if you
want the alert title and body to play when the alert is received.
If you select this option, you have the option of setting the alert
to replay as many times as you want.
Select the Audio - Title Only option from the list if you want
the alert title to play when the alert is received. If you select
this option, you have the option of setting the alert to replay as
many times as you want.
Select the Audio - Body Only option from the list if you want
the alert body to play when the alert is received. If you select
this option, you have the option of setting the alert to replay as
many times as you want.
Select the Custom option from the list if you want to enter
custom text for the alert. If you select this option, you have the
option of setting the alert to replay as many times as you want.
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Device
Type
Phone
Options
Phone Message
Content
Explanation
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Recipient Answers the
Call
Recipient Does Not
Answer the Call
Select the Send Alert Title and Body radio button to use the
information in the alert title and body fields as the phone
message content.
Select the Send Custom Text radio button to enter a custom
title and message body as the phone message content.
Select what you want to happen after the recipient answers the
call:
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Deliver alert without any authentication
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Deliver alert only after the provided PIN is entered
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Deliver alert only after user validation
Select what you want to happen if the call is not answered:
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Deliver alert as voice mail
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Leave callback information in the voicemail
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No voice mail
Requires
Acknowledgment
Select if the alert has no response options. The acknowledgment
steps are provided at the end of the alert
Stop Calling Options
Select the criteria you want to use to stop calls from being made to
the alert recipient:
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Recipient acknowledged the message
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Recipient listened to entire message
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Entire message left on piecemeal
Call Attempts
Enter the number of attempts the system should make to contact
each recipient.
Retry Interval
Enter the amount of time that must elapse before the system tries
again to contact the recipient.
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Device
Type
Options
BlackBerry Repeat Notification
AtHoc
Mobile App
Explanation
Each alert is only sent once. This option is used to specify if and
how often notifications about the alert are repeated on a mobile
device.
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None: Send the alert notification once
Default: Use the default time that has been defined for the
selected severity.
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For alerts with a severity level of High, the default is one
notification a minute for 10 minutes.
o
For alerts with a severity of Moderate, Low,
Informational, or Unknown, the default is one
notification a minute for 2 minutes.
Custom:
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Select how long to repeat the notification if the user does
not respond.
o
Select how long to pause between each repetition.
Note: Ensure that the pause time is smaller than the
repetition timeframe. For example, you can set the
Stop Repetition After value for 5 minutes, and
the Pause between Notifications value to 30
seconds - the notification can be repeated up to 9
times.
However, if the Stop Repetition After value is 5
minutes, but the Pause between Notifications
value is 6 minutes, the notification is repeated only
once.
Alert notifications repeat until one of the following actions occur:
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The recipient responds to the alert from at least one device.
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The defined timeframe for repeat notifications elapses.
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The alert ends.
Preview a Desktop Alert Template
To preview a desktop alert template, complete the following steps:
1. In the Target Users field of the alert, click the Select Personal Devices tab.
2. In the Personal Devices field, select the checkbox beside the Desktop App option.
3. Click the Options link in the top corner of the Personal Devices field.
4. If it is not already selected, click the Desktop Popup tab on the side of the screen.
5. In the App Template field, select the desktop template you want to use for the alert.
6. Click the Preview button.
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A preview of the template appears on the screen.
7. To preview the audio component of the alert, if you plan to include one, select an audio file
from the App Audio dropdown list and then click the
(Play) button.
Target AtHoc Connect Organizations
Roles: You must have the Connect Publisher, Organization Administrator, or Enterprise Administrator
role to target AtHoc Connect organizations in alerts or alert templates or to respond to alerts from these
organizations.
To target alerts or alert templates to an organization, complete the following steps:
1. Create or open the alert or alert template to which you want to add organizations.
2. In the Target Organizations section, select each organization you want to target the alert or
alert template to or select the Include all connected organizations checkbox at the top of
the section to target all organizations to which you are connected.
Select and Configure Mass Devices for an Alert or Alert Template
Note: This feature is not available for non-English alert templates.
Mass devices are designed to alert users in a general location using equipment such as digital
signs, loudspeakers, and fire alarms. When using mass devices, there is no need to target
individual users or groups.
To select and configure mass devices for an alert or alert template, complete the following steps:
1. In the Mass Devices section, select the checkbox next to each mass device you want to use
to broadcast alerts.
2. (Optional) Click the Options link at the top of the Mass Devices section.
Each of the mass devices you selected in Step 1 appears as a separate tab on the Mass
Devices Options screen that opens. The contents of each tab vary depending on the type of
mass device selected.
3. Click each tab on the screen and then configure each mass device by selecting from the range
of options that appear.
4. When you have finished configuring all of the mass devices, click Save.
Configure the Schedule for an Alert or Alert Template
The Schedule settings specify how long alerts will remain active. To configure these settings,
complete the following steps:
1. Scroll down to the Schedule section in the alert or alert template.
2. In the Schedule field, select the Activate Recurrence checkbox if you want to create an
alert that will be used more than once. If you select this option, additional fields appear at the
bottom of the screen. You will configure them in steps 5 through 7 below.
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3. In the Alert Timings section, specify the following values:
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Start Time—By default, this field cannot be edited and displays the text, "Set during alert
publishing." However, if the Activate Recurrence checkbox was selected in Step 2, the
field displays hour, minute, and AM/PM fields that you can use to set the start time for the
alert template.
Alert Duration—The amount of time the alert should be active. Use the dropdown list to
specify whether the time is in minutes, hours, or days.
4. If you did not select the Activate Recurrence checkbox in Step 1, click Save to finish creating
the alert or alert template.
If you did select the checkbox, complete the following additional steps using the Recurrencerelated fields on the screen.
5. In the Recurrence Pattern section, use the dropdown list to determine how often you want
the alert to recur: daily, weekly, monthly, or yearly.
6. In the Start Date field of the Recurrence Period section, do one of the following:
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Manually enter the day, month, and year that you want the alert to begin, writing the date
in MM/DD/YYYY format (for example, January 25, 2015 would be written as
01/25/2015)
OR
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Click the (Calendar) icon and navigate to and then click the day, month, and year that
you want to use.
7. In the End Date field, select one of the three options:
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No end date—The alert will continue to recur until you or someone else manually
deletes it, adds an end date to it, or limits the number of occurrences.
End after <X> occurrences—The alert will continue to be sent out at the time interval
you specified in Step 5 until it has been sent out the number of times you specify in this
field.
End by <date>—The alert will continue to be sent out until the date you select in this
field.
8. Click Save when you are done.
View Alert Template Details
View the details of an alert template to determine the name and description of the template. To
view a summary or the full details of any alert template in the list, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Hover your cursor over the name of an alert template.
A popup window appears, displaying the following template details: Name, Description, Alert
Title, Alert Body, and Last Published date.
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4. To open the details page, click the name of the alert template.
A template details screen appears, displaying information about the template grouped into the
following sections:
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Alert Template—Displays the name of the alert template along with a description of it.
Content—Displays the title, body, and type for any alert that will be created from the
template. Optionally can contain links to additional information or attachments related to
the template, a geographic location for the template, and response options for any alert
generated from the template.
Target Users—Displays a summary of the users who will be targeted by any alert
created from the template.
Target Organizations (If this has been enabled for your organization)—Displays each
of the organizations who will be targeted by any alert created from the template.
Mass Devices—(Only available in English-language alert templates) Displays each of
the mass devices that will be used to broadcast any alert created from the template.
Schedule—Displays the start and end dates and duration for any alert created from the
template. If relevant, also displays the recurrence settings for the template.
Info—Displays the name of the person who created the template, the name of the last
person to update the template, and the dates the template was created and updated.
Depending on your system configuration, it might also contain a template ID number.
Search for an Alert Template
The Alert Templates search engine matches any set of letters or numbers anywhere in a template
name and is not case-sensitive.
Note: Wildcards are not supported in searches.
To search for a template, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. In the search field, type or paste all or part of a template name.
4. Click the Search button.
Filter the Alert Template List
The alert template list can be filtered by any of the following:
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Folder name
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Quick publish status (whether or not quick publishing has been enabled for an alert template)
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Recurring alert template status (whether or not recurrence has been activated for an alert
template)
To filter the alert template list, complete the following steps:
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BlackBerry AtHoc Enterprise User Guide
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
The Alert Templates screen opens with the search and filter options displayed at the top.
3. (Optional) In the Folder dropdown list, select the name of a folder to limit the search to only
templates within that folder.
4. (Optional) Select the Recurring Only checkbox to limit the search to only alert templates that
have been configured to occur repeatedly.
5. Click the Search button.
The alert templates list then refreshes to display all templates that match the filter criteria.
Remove Filters from the Alert Templates List
After you have filtered the templates list, you can remove any or all of the filters by doing the
following:
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To remove all filters and return to the default alert templates list, click the Clear All link that
appears below the Search button.
To remove a Folder filter, click the Folder dropdown list and then select the All option at the
top.
To remove a Recurring Only filter, deselect the corresponding checkbox.
Sort the Alert Templates List
To sort the alert templates list, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click the column heading by which you want to sort.
The alert templates display in descending order of the values in the selected column.
4. (Optional) Click the same column header again to sort in the opposite direction.
View All Details About an Alert Template
To view full details of any alert template in the list, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. (Optional) If the template list is long, use the search field and filters at the top of the screen to
narrow it down.
4. Click the name of the alert template whose complete details you want to see.
A template details screen appears, displaying information about the template grouped into the
following sections:
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Alert Template—Displays the name of the alert template along with a description of it.
Content—Displays the title, body, and type for any alert that will be created from the
template. Optionally can contain links to additional information or attachments related to
the template, a geographic location for the template, and response options for any alert
generated from the template.
Target Users—Displays a summary of the users who will be targeted by any alert
created from the template.
Target Organizations (If this has been enabled for your organization)—Displays each
of the organizations who will be targeted by any alert created from the template.
Mass Devices—(Only available in English-language alert templates) Displays each of
the mass devices that will be used to broadcast any alert created from the template.
Schedule—Displays the start and end dates and duration for any alert created from the
template. If relevant, also displays the recurrence settings for the template.
Info—Displays the name of the person who created the template, the name of the last
person to update the template, and the dates the template was created and updated.
Depending on your system configuration, it might also contain a template ID number.
Change the Number of Templates Listed on the Alert Templates Screen
To change the number of templates that appear on each page, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Scroll to the bottom of the templates list.
4. Click the dropdown list that appears next to the phrase items per page.
5. Select the number of templates you want to display per page.
The screen refreshes and displays the total number of results you specified.
Add Placeholders for Alert Template Content
Note: This topic explains how to insert alert placeholders, not how to create or import them. For details
on those processes, refer to the Create Placeholders for Alert Templates and Import Alert Placeholder
Values sections of this guide.
You can add alert placeholders to the following sections of an alert template:
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Alert Title field
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Alert Body field
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Response Options text field
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Custom text within Targeted Devices (Available only to Enterprise Administrator and
Organization Administrator users) Can be specified for an enabled device that has a Custom
Text option.
To add placeholders to an alert template, complete the following steps:
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BlackBerry AtHoc Enterprise User Guide
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click an existing alert template to open an editable details screen or New to create a new
template.
4. In the Content section, click the (Expand) icon in the Title, Body, and Response
Options: Response Text fields.
5. Select the appropriate alert placeholder option for the alert template.
Double brackets [[ ]] around the alert placeholder name in the selected field indicate that you
have added the alert placeholder correctly.
6. Click Save.
An operator can then select the correct alert placeholder values when preparing to publish the
alert.
Edit an Alert Template
Within BlackBerry AtHoc, alert templates typically consist of alert content, response options, a list
of targeted recipients, and a list of delivery devices for a specific situation.
You can edit an existing alert template to change features such as the default header, body text,
and target audience by completing the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Use the search field or scroll down in the alert template list to locate the alert template you
want to edit.
4. Click the name of the alert template.
5. Edit values in any of the following sections:
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Alert Template
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Content
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Target Users
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Target Organizations (if your system is set up for them)
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Mass Devices (Only available in English-language alert templates)
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Schedule
6. Click the Save button.
Duplicate an Alert Template
Duplicating an alert template creates an exact copy of it in the system and can be used to speed up
the creation of similar templates. You can duplicate any alert template that contains a checkbox
next to its name.
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To duplicate an alert template, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Use the search field or scroll down in the alert template list to locate the alert template you
want to duplicate.
4. Select the checkbox beside the alert template name.
Note: If the template does not have a checkbox beside its name, it cannot be duplicated.
5. Click the Duplicate button at the top of the screen.
A New Alert Template screen appears, displaying all of the values that were part of the
original alert template.
6. Make whatever changes you want to the alert template details.
Note: At a minimum, you should change the name of the alert template so that you can
distinguish it from the original.
7. Click Save.
The screen refreshes and the new alert template appears in the list on the Alert Templates
screen.
Delete an Alert Template
Within BlackBerry AtHoc, alert templates typically consist of alert content, response options, a list
of targeted recipients, and a list of delivery devices for a specific situation.
You can delete alert templates individually or in groups from the Alert Templates screen.
To delete an alert template, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Use the search field or scroll down in the alert template list to locate each of the alert templates
you want to delete.
4. Select the checkbox next to each alert template that you want to delete.
5. Click the Delete button at the top of the screen.
A confirmation popup screen opens, listing each of the alert templates you are about to delete.
6. Click the Delete button.
The Alert Templates screen refreshes to show the alert template list without the alert template
or alert templates you deleted.
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Create and Publish Alerts
Alerts are communications sent to your organization, to mobile users, or to outside organizations.
A BlackBerry AtHoc Operator creates alerts and targets users, distribution lists, mobile users, and
organizations through IPAWS or AtHoc Connect. Operators publish alerts from the Alerts menu.
Incoming alerts are alerts received from mobile users, outside organizations, or IPAWS.
Publish an Alert from an Existing Alert Template
Important: Before creating and publishing a new alert, go to the BlackBerry AtHoc Home Page and check
the list of all alerts that are currently live, scheduled, and recurring in the system. Doing so will help you
avoid creating a duplicate alert.
The most common way to create an alert is to open an existing alert template, modify its contents,
and then publish it. To create an alert in this manner, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the New Alert link.
The Select from Alert Templates screen opens, displaying all alert templates that you have
access to in the system.
To view details about any of the alert templates in the list, hover your cursor over an alert
template name.
3. Do one of the following:
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Quick Publish: Click the Publish button next to an alert template in the Ready to Publish
column.
o
Modify and publish: Click an Edit Alert button to modify the contents of any alert
template and then click Publish.
Note: Refer to the Create an Alert Template section of this guide for detailed instructions
on how to fill in the content and target users.
Publish a Blank Alert
Important: Before creating a new alert, go to the default BlackBerry AtHoc screen and check the list of all
alerts that are currently live, scheduled, and recurring in the system. Doing so will help you avoid creating a
duplicate alert.
If you have Operator permissions, you can create a new alert without any predefined content or
targeted users.
1. In the Navigation bar, click the Alerts button.
2. Click the New Alert link
3. Click the Create a Blank Alert link on the Select from Alert Templates screen.
Refer to Create an Alert Template for detailed instructions on how to fill in the content and target
users.
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Search for an Alert
The alert search engine matches any set of letters or numbers anywhere in an alert title, folder
name, or publisher name and is not case-sensitive.
Wildcards are not supported in searches.
To search for an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. In the search field, type or paste a word or phrase found in the alert title.
4. Click the Search button.
Filter the Alert List
The alert list can be filtered by any combination of the following attributes: status, folder, date
range, and publisher. To filter the list, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Click the Advanced link to open the advanced filtering options.
4. (Optional) In the Severity dropdown list, select the severity you want to use as a filter: High,
Moderate, Low, Informational, or Unknown.
5. (Optional) In the Type dropdown list, select the type of alert you want to use as a filter. The
options displayed in the list are configurable and vary depending on the setup of your
organization.
6. (Optional) In the Status dropdown list, select the status you want to use as a filter. The
following options appear in the list: Select All, Ended, Draft, Scheduled, Live.
7. (Optional) In the Publisher dropdown list, select the name of the alert publisher you want to
use as a filter.
8. (Optional) In the Folder dropdown list, select the name of a folder to limit the search to only
alerts within that folder.
9. (Optional) In the Start Date and to fields, select the beginning and end dates of the date
range that you want to use as a filter. The alert list then displays only those alerts that have a
start date that falls within the range you specified.
10. Click the Search button to view the results.
The alert list then refreshes to display all alerts that match the filter criteria.
Remove Filters from the Alert List
After you have filtered the alert list, you can remove any or all of the filters by doing the following:
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To remove all filters and return to the default alert list, click the Clear all link that appears below
the Search button.
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BlackBerry AtHoc Enterprise User Guide
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To remove a Severity filter, select the Select All option in the Severity dropdown list then
deselect it to remove all selected options.
To remove a Type filter, select the Select All option in the Type dropdown list then deselect it
to remove all selected options.
To remove a Status filter, select the Select All option in the Status dropdown list then deselect
it to remove all selected options.
To remove a Publisher filter, select the Any Publisher option in the Publisher dropdown list
then deselect it to remove all selected options.
To remove a Folder filter, select the All Folders option in the Folder dropdown list then
deselect it to remove all selected options.
To remove a Date filter, click in either or both of the date fields, then click the X that appears
beside the date.
Sort the Alert List
To sort the alert list, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Click the column heading you want to sort by.
The alerts display in descending order of the values in the selected column.
4. (Optional) Click the same column header again to sort in the opposite direction—reverse
alphabetically, for example.
View a Quick Summary of an Alert
To view a summary of an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link. The Sent Alerts screen opens
3. Use the search field or scroll down in the alerts table to locate the alert that you want to view.
4. Hover your cursor over the title of the alert. A tooltip displays, providing the following
information:
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Alert Title
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Body
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Severity
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Type
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Time Left—This field appears only if the alert has a status of Live.
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Response Options—If the alert has a status of Scheduled or Draft, the response
options appear by themselves. If the status is either Live or Ended, each response option
is followed by a number that indicates how many respondents have chosen that option.
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5. Click anywhere in an alert line to open the Users screen for the alert. The Users screen
provides information about the targeted users and response details for the alert.
6. Click the Details tab to view details of the content of the alert, including the response options
and location and alert time. The details screen is identical for both Live and Ended alerts
except that the Scheduled section of a Live alert is editable, allowing you to change the end
time.
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If the alert has a status of Draft or Scheduled, you can edit any of the details of the alert.
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If the alert has a status of Live, you can end the alert or edit the End Time for the alert.
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If the alert has a status of Ended, you cannot make any changes to it.
View the Details of a Sent Alert
If you have just clicked the Publish button to send an alert, you can access the Alert Summary
report by clicking the Alert Summary button at the bottom of the Review and Publish screen.
If you are not on the Review and Publish screen, you can view the alert summary for any live or
ended alert by completing the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. On the Sent Alerts screen, use the search field or scroll down in the alerts table to locate the
alert whose details you want to view.
4. Click anywhere in an alert line to open the details screen for the alert.
The Alert Summary screen that appears contains a Details tab and tabs for targeted Users,
Organizations, and Mass Devices, when applicable.
If the alert is live, there is an End Alert button that you can use to end the alert immediately.
The Alert Summary screen lists the current status of the alert; Live or Ended. For live alerts, the
information on the page updates automatically every minute. You can manually update the screen
at any time by clicking the
(Refresh) button.
Details Tab
The details tab displays all fields that were included in the alert.
The Total Users field in the Target Users region displays the total number of users targeted in the
alert. Clicking the number opens a Users screen that displays the names and user details of each
of the targeted users.
For live events, you can change the Alert End Time in the Alert Timing region of the Schedule
section.
Users Tab
The Users tab provides statistics on the number of users who were targeted by the alert and the
kinds of responses that were recorded from users who received the alert.
The Sent Details section contains statistics on the number of users targeted by the alert, the
number of users the alert was sent to, and the number of users the system is still trying to contact or
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BlackBerry AtHoc Enterprise User Guide
the system failed to contact. For each of these options, a dropdown menu next to the number
contains the following options:
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Export Delivery Summary (CSV)—Click this option to create an exportable CSV file
containing the names of all users who fit the particular category you clicked: Targeted, Sent , or
In Progress or Failed. Where applicable, the CSV also contains the alert sent time, responded
time, user response, and error time recorded for each user in the list.
Send alert to these users—Click this option to open a duplicate of the original alert that you
can modify and send out again. For the "In Progress or Failed" category, this option is a quick
way of adding more personal devices and delivery methods to the alert to try to contact alert
targets who were unaware of or unable to respond to the original alert.
The Response Details section displays a list of all of the possible alert response options, each
assigned a different color. Next to each option the total number of alert recipients who have
selected that option is displayed. This information is also graphically represented on the screen by
a circle divided into colored segments in proportion to the number of response options of each type
that were selected.
The dropdown menu next to each response number contains the following options:
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Export Delivery Summary (CSV) for sent alert: Click this option to create an exportable
CSV file containing the names of all recipients who chose the corresponding response
option. Where applicable, the CSV also contains the alert sent time, responded time, user
response, and work related details for each recipient.
Send Alert to These Users: Click this option to open a duplicate of the original alert that you
can modify and send out again. For the Not Responded category, this option is a quick way of
adding more personal devices and delivery methods to the alert to try to contact alert targets
who were unaware of or unable to respond to the original alert. For other options, it is a way to
provide specific additional instructions to a highly targeted group.
Organizations Tab
The Organizations tab provides statistics on the number of organizations that were targeted by the
alert and the types of responses that were recorded from those organizations.
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Each dropdown list on the Organizations tab contains a Export Delivery Summary option. There
is no option to send the alert again to the selected organizations.
Mass Devices Tab
Note: Mass devices are not available for non-English alert templates.
The Mass Devices Targeted tab provides statistics on the number of mass devices that were
targeted by the alert and the responses that were received from the devices. Because mass
devices broadcast alerts en masse rather than to specific people or organizations, tracking mass
device responses involves simply noting whether a delivered alert was accepted or not. The two
response options used for mass devices are Responded, meaning the device broadcast the alert,
and Not Responded, which means the device did not broadcast the alert.
The dropdown lists in the Targeted, Sent, and In Progress or Failed sections contain only an
Export Delivery Summary option, which creates a downloadable CSV file that lists the mass
devices that were targeted, that were sent the alert, or that did not or could not receive the alert.
There is no option to send the alert again.
Advanced Reports Button
The Advanced Reports button takes you to the Reports screen, where you can view a range of
different reports. For more information, see the View Advanced Reports section of this guide.
Note: Unlike the Report Summary screen, the Advanced Reports screen is not localized. The
screen appears in U.S. English for all BlackBerry AtHoc users, regardless of their default
system or organization locale.
Change the Number of Alerts Listed on the Sent Alerts Screen
To make it easier to locate alerts on the Sent Alerts screen, you can change the number of alerts
that appear on each page by completing the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Scroll to the bottom of the alert list.
4. Click the dropdown list that appears beside the phrase items per page.
5. Select the number of alerts you want to display per page.
The screen refreshes and displays the total number of results you specified.
Edit an Alert
The amount of editing that you can do to an alert depends on its current status:
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If the alert has a status of Draft or Scheduled, you can edit any of the details.
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If the alert has a status of Live, you can only edit the End Time for the alert.
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If the alert has a status of Ended, you cannot make any changes to it.
To edit an alert, complete the following steps:
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BlackBerry AtHoc Enterprise User Guide
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Use the search field or scroll down in the alerts table to locate the alert you want to edit.
4. Select the checkbox beside the alert name.
5. At the top of the screen, click the More Actions dropdown list and select Edit.
6. Make any changes you want to the unlocked fields.
7. Click Save.
Duplicate an Alert
Important: When you duplicate an alert, the Schedule section of the new alert reverts to the default
settings for all new alerts, overriding any date and time parameters that are configured for the alert that you
duplicated. For example, if you duplicate an alert that is set to begin at 12:30 PM on August 1, 2015 and
your system default is to have all new alerts begin "As soon as I click the "Publish" button," your duplicated
alert will begin as soon as you click Publish unless you manually change the Alert Timing setting
beforehand.
To duplicate an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Use the search field or scroll down in the alerts table to locate the alert you want to duplicate.
4. Select the checkbox beside the alert name.
5. At the top of the screen, click the Duplicate button.
The Duplicate Alert screen opens, displaying a copy of the alert.
Review an Alert
When you click Review and Publish after creating an alert, the Review and Publish screen
opens.
1. Review the values in each section.
2. (Optional) To make changes to any part of the alert, click the Cancel button. The edit alert
screen appears. Make and save your changes.
3. When you are satisfied with the alert contents, click the Publish button to initiate the alert.
The Alert Summary screen then appears, displaying alert detail and targeting information and
an Advanced Reports button that allows you to view detailed tracking reports for the alert.
Test an Alert
The BlackBerry AtHoc system allows you to test any alert from the Edit Alert screen. Note that
when you test the alert, it is sent only to you. If you are not included in the targeted users list or if
you are not reachable (you do not have any of the devices targeted in the alert enabled for your
account), the following error message is displayed when you try to run the test:
No devices are enabled for this operator to test the alert.
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To test an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the New Alert link.
The Select from Alert Templates screen opens, displaying all alert templates that you have
access to in the system.
3. Click the Edit Alert button for the alert you want to test.
4. Click the Test Alert button at the top of the screen.
A Test Alert popup screen opens, letting you see the list of personal devices that will be sent
a test alert.
If your account is not set up for one or more of the alert devices, the device will appear in the
list, but will be grayed out and the phrase Not Available will appear beside it.
5. Click Test Alert to initiate the test.
The popup screen closes and a confirmation notification appears at the top of the Edit Alert
screen.
Set an Alert to Draft Mode
Alerts are sometimes created in advance or created by users who do not have the necessary
permissions to publish them. BlackBerry AtHoc allows the alert creator to set the alert to Draft
mode, which retains all of the details of the alert in edit mode, but does not make it publicly
available.
To set a created alert to Draft mode, complete the following steps:
1. Create the alert.
2. Click the Draft button at the top of the screen.
The Sent Alerts screen appears with the alert listed with a status of Draft.
Publish a Draft Alert
To publish an alert that has already been created and is in Draft mode, complete the following
steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Use the search field or scroll down in the alerts table to locate the alert you want to publish.
4. Select the checkbox beside the alert name.
5. At the top of the screen, click the More Actions dropdown list and select Publish.
6. Review each of the sections of the alert to make sure that all of the settings are correct.
7. (Optional) If you need to make changes to any part of the alert, click the Edit button at the
bottom of the screen, then make and save your changes on the edit alert screen that appears.
8. When you are satisfied with the alert contents, click the Publish button to send the alert.
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The Alert Summary screen then appears, displaying the current delivery, publishing lifecycle,
and draft information for the report.
Resend an Alert
The Resend feature in BlackBerry AtHoc allows an operator to customize the targets when
resending an alert. The operator can resend the alert to all original recipients, to only recipients
who responded to the original, or to only recipients who did not respond to, or did not receive, the
original alert.
To resend an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Click the alert that you want to resend.
The Alert Summary screen appears.
4. Click the Users Targeted tab if it is not already open.
5. View the Sent Details section of the report.
6. To resend the alert to everyone in the original targeting list, for example if you want to make
modifications to the original alert, do the following:
a. Click the dropdown menu in the Targeted row.
b. Select the Send alert to these users option.
c. (Optional) Revise the copy of the alert that opens.
d. Click Review and Publish.
e. Click Publish.
7. To resend the alert to everyone to whom the alert was successfully sent, for example, if you
want to give them further details or instructions, do the following:
a. Click the dropdown menu in the Sent row.
b. Select the Send alert to these users option.
c. (Optional) Revise the copy of the alert that opens.
d. Click Review and Publish.
e. Click Publish.
8. To resend the alert to everyone whose receipt of the alert is either still in progress or has
failed, do the following:
a. Click the dropdown menu in the In Progress or Failed row.
b. Select the Send alert to these usersoption.
c. (Optional) Revise the copy of the alert that opens by targeting new or additional personal
devices.
d. Click Review and Publish.
e. Click Publish.
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Respond to an Alert from the Activity List Screen
If you are an operator, you can respond to live alerts that have been sent to you by completing the
following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Locate and click on your name in the Users list.
The user details screen opens, displaying your details in the system.
4. Click the More Actions button in the top menu bar.
5. Select the View Activities option in the dropdown list that appears.
The screen refreshes and displays a list of all of your activities.
6. Click the alert to which you want to respond. Note that you can respond only to alerts with a
status of Live.
The screen refreshes and the activity details appear on the right half of the screen.
7. Click the Respond button in the activity details field.
8. On the popup screen that appears, select a response option, and then click OK.
The Activity Timeline in the details field updates to indicate your latest activity.
At the same time, the Delivery Information column in the Activity List updates to display the
response you selected along with the date and time you responded.
End an Alert
To end one or more alerts that currently have a status of Live, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Use the search field or scroll down in the alerts table to locate the alert or alerts you want to
end.
4. Select the checkbox next to the name of each alert you want to end.
5. At the top of the screen, click the More Actions dropdown list and then select End.
6. Click End to end the alert.
The alert status changes from Live to Ended.
Export an Alert as a PDF
The BlackBerry AtHoc system enables you to export alerts as PDF documents by clicking a button
on the Review and Publish screen that appears when reviewing a new, draft, or sent alert.
Export a Draft or Sent Alert
To export an alert that is in a draft state or that has already been sent, complete the following steps:
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1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Use the search field or scroll down in the alerts table to locate the alert you want to export.
4. Click anywhere within the alert row.
5. (Optional) Add or modify information on the alert details screen that appears.
6. Click the Review and Publish button at the top of the screen.
Note: If any required information is missing, the Review and Publish button will be inactive,
indicated by a (Not Ready) icon on the side of the button.
7. At the bottom of the Review and Publish screen that opens, click the Export to PDF button.
8. On the screen that opens, follow the instructions to save or open the alert.
Export a New Alert
To export an alert that has not yet been sent or put into a Draft state, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the New Alert link.
3. Click the Create a Blank Alert link.
4. Complete each of the required sections of the alert.
5. When you are done, click the Review and Publish button at the top of the screen.
Note: If any required information is missing, the Review and Publish button will be inactive,
indicated by a
(Not Ready) icon on the side of the button.
6. At the bottom of the Review and Publish screen that opens, click the Export to PDF button.
7. On the screen that opens, follow the instructions to save or open the alert.
Delete an Alert
You can delete any alert that has a status of Draft or Scheduled. If the alert has a status of Live or
Ended, it cannot be deleted from the system.
To delete an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Locate the alert you want to delete.
4. Select the checkbox next to the alert name.
5. At the top of the screen, click the More Actions dropdown list and select Delete.
6. Click Delete to remove the alert from the system.
The Alerts screen refreshes and the alert no longer appears in the list.
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Track Alerts with Advanced Reports
The following sections describe how to track alerts using advanced reports and how to export and
print those reports.
View Advanced Reports
There are two methods you can use to view an advanced report. You can select a report from the
Advanced Reports screen, or go directly to a specific report from the Users Targeted tab of the
Alert Report page for a sent alert.
To view advanced reports from the Advanced Reports screen, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Click a live or ended alert.
4. Click the Advanced Reports button at the top of the screen.
5. Select a report from the Select a Report pulldown menu.
Note: To view a brief description of each report in the list, hover your cursor over the report
names.
6. Select a report type to view.
The report opens in a new browser screen.
To view an advanced report for a specific set of users from the Sent Alerts screen, complete the
following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Sent Alerts link.
3. Click a live or ended alert.
4. Click the Users Targeted tab.
5. In the Sent Details section, select the User List link from the drop down menu next to
"Targeted", "Sent", or "In Progress or Failed" to go directly to an Advanced Report that lists
users in that category.
Or
In the Response Details section, select the User List link from the drop down menu next to
"Responded" or "Not Responded" to go directly to an Advanced Report that lists users who
have responded or have not responded to the alert.
Advanced Report Types
The following reports provide advanced tracking information about the alert delivery process,
including the number of alerts sent compared to the delivery devices used and the responses
received.
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BlackBerry AtHoc Enterprise User Guide
Report Name
Description
Organizational Report Displays the alert progress for recipients grouped by Organizational Hierarchy.
Distribution List
Report
Displays the alert's progress for recipients divided by targeted distribution lists.
Delivery Distribution
by Devices (Chart)
Displays a group bar chart that tracks, for each device used, the number of
targeted alerts, the number of alerts sent, and the number of responses received.
Delivery Distribution
by Devices
Displays a tabular report that tracks, for each device used, the number of targeted
alerts, the number of alerts sent, and the number of responses received. The
report can include all devices or only the devices used for targeted recipients. An
additional feature enables clicking any user count in the report, such as the
number of targeted users, to open in a new window a detailed user tracking report
that identifies individual users and provides their names, device addresses, and
responses. Useful for evaluating the effectiveness of the delivery devices used for
the alert.
User Tracking
Reports
Displays user tracking information and user response data. The User Tracking
with Devices report tracks which users were targeted by device and which device
users responded on. The User Tracking with Alerts report tracks the delivery date
and delivery status of the alert.
View the Alert Lifecycle Results
You can view the publishing lifecycle for the alert to trace the progress of the alert and determine
how it was handled during delivery. The lifecycle shows information such as the following:
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When the alert went through the delivery gateway
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If a failure prevented the alert from being delivered
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If the alert needed to be redirected because of a gateway failover
You can also check the batch process to determine if the alert was delivered.
To view the publishing lifecycle events, complete the following steps:
1. Open the alert summary:
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After sending the alert, click the Alert Summary button within the completed alert, then
click the Advanced Reports button at the top of the screen.
OR
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In the Navigation bar, click the Alerts button.
a. Click the Sent Alerts link.
The Sent Alerts screen opens, displaying a list of all alerts in the system along with
their current status: Live, Ended, or Draft.
b. Click the live or ended alert you want to see lifecycle results for.
c. Click the Advanced Reports button.
2. Scroll to the Publishing Lifecycle section.
3. Check to see that the alert was marked as Live.
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4. In the Publish Alert messages field, check for batch reports, and then click the Show
Details link to see a detailed log.
A batch contains the alerts for each targeted user and is sent to a delivery gateway
corresponding to the personal or mass devices targeted in the alert. The batch report tracks
the delivery of the batch to the gateway and whether it was successful.
It shows if there was a problem with the batch had to be sent to another gateway for delivery.
This is called batch recovery.
5. Check to see that the recipients were populated.
Note: If you have specified backup delivery gateways for the targeted devices, you might see
additional batch reports if messages were redirected to a backup gateway because of a
failover.
Alert Partial Batch Recovery
BlackBerry AtHoc Cloud Delivery Services performs partial batch recovery when subset of batch
of alerts cannot be successfully delivered to email, SMS, or telephony devices. Batch recovery
occurs when delivery errors in the batch reach 20% of users, or higher.
If there is a complete batch failure (100%), BlackBerry AtHoc tries to recover immediately.
For example, an operator publishes an alert that targets 50 users. Thirty-five users receive their
alerts, however, message error codes were received for the other 15 users, exceeding the 20%
recovery threshold. After 5 minutes, BlackBerry AtHoc send s a termination request to the primary
gateway. It then creates a recovery batch only for the users that got errors, for the next available
gateway.
BlackBerry AtHoc cancels the current batch delivery and creates a new batch to be sent to another
gateway, if the alert batch meets the following conditions:
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BlackBerry AtHoc Enterprise User Guide
l
The network is up and BlackBerry AtHoc Cloud Delivery Service is available.
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Gateway reporting succeeds for the batch.
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The percentage of "No activity" plus "Error" messages reaches the recovery threshold within
the batch. The default is 20%. Alerts that have received responses are not counted.
After a specified time (default is five minutes), BlackBerry AtHoc re-sends any alert that was not
sent or does not have a response. Users that have responded to the alert do not receive another
alert.
The new alert batch contains the following information:
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All alert messages that had delivery errors
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All alert messages that had no delivery tracking information (inactivity)
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Relevant phone messages that had MSG-SENT codes, when the contact cycle value is greater
than “1”
Note: Excludes all messages that already have acknowledgments coming from any devices.
To view delivery information, check the Publishing Lifecycle section of the Alert Summary, as
shown in the previous section. The Batch details show how many alerts, whether the batch was
sent successfully, and if it had to be redirected. You can also check user delivery reports for more
information.
The following figure shows the history of the alert delivery and the recovery process.
As you can see the initial alert batch had to be terminated (Batch:123419) for the current gateway,
and a second publishing batch was created (Batch: 123421). You can click on the details for the
additional batch reports to see if the batch was successfully sent. The batch can be sent to
additional gateways if there are problems with second batch.
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Export Alert Tracking Reports
You can export alert tracking reports to a CSV file to view the full detailed report or for other
tracking reasons.
To export a report, complete the following steps:
1. Send an alert.
2. Click the Alert Summary button from the completed alert or open the alert from the Sent
Alerts list.
3. On the Alert Summary screen, click the Advanced Reports button.
4. Hover over the Export link and then select Export Full Report from the dropdown list.
The report is exported to a .CSV file.
Message Termination
The BlackBerry AtHoc management system performs message termination on telephony devices
for users with multiple targeted devices. When a targeted user for an alert has multiple devices in
the system, and responds on one device, for example email, the user does not receive duplicate
alerts on their targeted phone. Message termination saves resources and improves alert delivery
performance and user experience.
Message termination is performed only on BlackBerry AtHoc hosted telephony. It is not performed
on MIR3 telephony.
Message termination is enabled by default.
Disable Message Termination
Message termination is enabled by default. To disable message termination, complete the
following steps:
1. Start Internet Information Services (IIS.)
2. In the Connections panel, expand the Sites folder.
3. Expand IWS Services.
4. Click User Termination Coordinator.
5. In the Actions panel, click Stop Application.
6. In the Connections panel, click Application Pools.
7. In the Application Pools pane, click Athoc User Termination Coordinator Pool.
8. In the Actions panel, in the Application Pool Tasks section, click Stop.
Note: If the Application Pool task indicates that it is already stopped, you can stop the process
using the task manager.
9. Reset IIS.
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Manage Incoming Alerts from the Inbox
The Inbox displays information about live and expired alerts coming from mobile users, Connect
organizations, other agencies, and the Integrated Public Alert and Warning System (IPAWS). The
Inbox provides organizations with a means of managing incoming alerts and monitoring what is
happening in their system. Updates to the Inbox are fully automated, so if a new alert is received or
an operator reviews or replies to an alert, the list will update immediately to display the new item.
Alerts coming from mobile users and outside organizations are called incoming alerts.
Access the Inbox
Note: BlackBerry AtHoc Administrators and Operators must be members of the Emergency
Community to see items in the Inbox.
To access the Inbox, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens, showing all incoming alerts in the system. Alerts that have not yet been
reviewed appear in bold font.
The Inbox list displays the following for each incoming alert:
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l
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Severity icon—Hovering your cursor over the icon displays the severity level, which is
one of the following: High, Moderate, Low, Informational, or Unknown.
Alert title—Displays the subject of the alert.
Source type icon—Displays a (Person) icon if the source is a person or an
(Organization) icon if the source is an organization.
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Source name—Displays the name of the person or organization that created the alert.
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Creation date and time—Displays the time and date stamp for the alert.
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Incoming Alert type—Displays the category of alert.
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l
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Reply, Replied icon—If an alert requires a response, a Reply icon appears beside the
alert type. Clicking anywhere in the alert line opens the alert details field containing a
Reply button. After you or another authorized user responds to an alert, a Replied icon
replaces the Reply icon.
Location icon—Displays only if the related alert has a map associated with it.
Attachments icon—Displays only if the related alert has files, videos, or images
attached to it.
View Incoming Alert Details
To view details of an incoming alert that appears in the Inbox, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens, displaying all incoming alerts in the system.
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3. Locate the alert whose details you want to view.
4. Click anywhere in the alert row.
A detailed view of the alert that includes the following items appears next to the list:
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Alert title
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Severity
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Type
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Source
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Creation time
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Expiration time (if any)
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Body
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Review status (reviewed or not)
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Reviewer's name (if applicable)
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Review time (if applicable)
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Reply status (replied to or not, if applicable)
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Reply that was sent (if applicable)
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The name of the person who replied (if applicable)
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The time the event was replied to (if applicable)
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The location of the event
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Any attachments to the event
Incoming alerts that have maps associated with them display an (Arrow) icon in the alert row. To
view a full-sized map of the incoming alert location, click the alert row. In the alert details section,
click the icon next to the small map image that appears in the lower part of the alert details
section.
Incoming alerts that have attachments associated with them contain a (paperclip) icon in the
alert row. To view the attached image, video file, or text file, click the alert row, then in the alert
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details section click the thumbnail of the attachment to see it as a popup or click the
the attachment to save it to your computer.
icon beside
Reply to an Incoming Alert
Within the Inbox, reviewing refers to the action of looking at the details of an alert while replying
refers to the action of responding to the alert by clicking a button and selecting a response option.
You can reply to an alert if it meets all of the following criteria:
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It requires a reply
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It has not yet expired
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It has not yet been replied to
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It was sent from another organization
Note: Reviewing is a per alert action, not a per person action. Only one person must review an
alert for it to be marked as reviewed in the system. If another operator reviews an alert, their
review is reflected on your screen. If you mark an alert as reviewed, that action will be
reflected on the screens of all operators.
There are two ways to reply to an incoming alert. The method you chose will depend on how much
information you need prior to replying.
Reply Directly from the Inbox List
Replying to an event directly from the Inbox list is a fast and easy way to reply to an alert that you
either know about already or that is not complex or detailed. To reply from the Inbox list, complete
the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens.
3. Locate the alert to which you want to reply.
4. Click the Reply button at the end of the alert row.
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Note: The Reply button will be disabled if the alert does not require a response, if the alert
has expired, or if you have already responded to it.
A popup screen appears listing the response options for the alert.
5. Select the option you want, and then click the Reply Now button.
Reply Through the Alert Details Section
Replying to an alert from the Alert Details section is more appropriate for alerts that contain
attachments, maps, or complex or detailed responses.
To reply to an alert through the alert details section, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens.
3. Locate the alert to which you want to reply.
4. Click anywhere in the alert row.
The details of the alert appear beside the Inbox list.
5. Click the Reply button at the top of the details section.
Note: The Reply button is disabled if the alert does not require a response, if the alert has
expired, or if you have already responded to it.
A popup screen appears listing the response option(s) for the alert with the first option already
selected by default.
6. Select the option you want, and then click the Reply Now button.
Forward an Incoming Alert
To forward an incoming alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens.
3. Locate the alert that you want to forward.
4. Click anywhere in the alert row.
The details of the alert appear next to the Inbox list.
5. Click the Forward Alert button at the top of the details section.
The alert details screen appears, displaying the title, message body and the default response
options for the alert.
6. (Optional) Modify the title and message body if necessary.
7. (Optional) Add more response options if the current options do not include all of the possible
responses you want to make available to recipients.
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BlackBerry AtHoc Enterprise User Guide
8. In the Targeting field, click the Click to select target link. The Select Recipients screen
appears.
9. Select the people and organizations to whom you want to forward the alert.
10. Click OK to add the recipients to the alert.
11. On the Forward Alert screen, click Publish.
Mark Alerts as Reviewed or Not Reviewed
Reviewing is a per alert action, not a per person action. Only one person needs to review an alert
for it to be marked as reviewed in the system. If another operator reviews an alert, their review is
reflected on your screen. If you mark an alert as reviewed, that action will be reflected on the
screens of the other operators.
To mark an alert as reviewed or unreviewed from the Inbox, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens, showing all incoming alerts in the system.
3. Locate the alert whose review status you want to change. If the list is extensive, you can
narrow it down by filtering for alerts that are not reviewed yet or that have been reviewed
already. For details on how to filter the list, see the Run an Advanced Search for an Incoming
Alert section of this guide
4. Click the name of the alert.
The details of the alert appear next to the Inbox list.
5. Click the Mark as Reviewed or Mark as Not Reviewed button at the top of the details
section.
The review status of the event is updated. Your identity and the time you made the update are
recorded and displayed in the event details section below the source name field.
View Details About an Alert Creator
To view details about the creator of an alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens, showing all incoming alerts in the system
3. Locate the alert whose creator details you want to view.
4. Click the name of the alert.
The details of the alert appear next to the Inbox list.
5. Under the alert title field, click the name of the alert creator.
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If the creator is a person, the screen that opens displays the contact details of the person, any
information in the system that relates to the teams, communities, and lists he or she belongs to
and his or her Mobile app details.
If the creator is an organization, the screen that opens displays a description of the
organization, the organization type, and the Website URL (if available). The screen also
displays points of contact within the organization, the address of the organization, and a map
that displays where the organization is located (if appropriate.)
View an Alert on a Map
If an alert has a map associated with it, complete the following steps to access the map:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens, showing all incoming alerts in the system.
3. Locate the alert you want to view on a map.
4. Click the name of the alert.
The details of the alert appear next to the Inbox list.
5. (Optional) In the lower part of the alert details section, click the
interactive map thumbnail.
icon next to the small
A popup screen appears, displaying a full-sized, interactive map of the alert location.
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6. From this screen, you can perform any combination of the following actions:
o
Click the
and
icons to zoom the map in and out.
o
Click the
(Zoom To Fit) icon to zoom the map in as far as possible on the alert
location. Note that the Zoom To Fit icon also appears on the map thumbnail within the
alert details section.
o
Click the
(Satellite) icon to switch from Map view to Satellite view.
Update the Inbox Manually
The Inbox updates automatically as new alerts are added and existing alerts are updated. Click the
Update button in the top corner of the screen to manually update the contents of the Inbox.
Manage AtHoc Connect Requests and Updates from the Inbox
You can view and respond to AtHoc Connect requests from the Inbox.
All requests, responses and updates appear in the list and are labeled as Connect Update. Accept
or Decline updates for invitations to outside organizations also appear in the Inbox.
To view invitations that you have sent to outside organizations, including the status, select Sent
Invitations from the Organizations tab.
Run a Basic Search for an Alert
To search for an alert in the Inbox, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens.
3. In the search field, type or paste a word or phrase found in the alert title or alert contents.
4. Click the Search button to view the results.
Run an Advanced Search for an Incoming Alert
To run an advanced search for an incoming alert, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens.
3. (Optional) In the search field, type or paste a word or phrase found in the alert title or alert
contents.
4. Click the Advanced link next to the search field.
The search field expands to display additional search criteria.
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5. Select from the criteria you want to use to find the event.
o
Source Name—The name of the person or organization that created the event.
o
Alert Type—To view a list of all available alert types, refer to Mobile Alert Types.
o
Date
o
Severity—Options include High, Moderate, Low, Informational, or Unknown.
o
Reviewed
o
Pending Reply
o
Status—Options include Live and Expired.
6. Click the Search button.
The screen refreshes to display the results of your search, with each of the search criteria you
selected appearing as a separate pill beneath the search field.
Note: You can click the X button in any pill to remove it as a search criteria. If you do so, the
search results field updates automatically.
Sort the Inbox
To sort the Inbox, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Inbox link.
The Inbox opens, displaying all incoming alerts in the system.
3. At the top of the list, click the Sort by dropdown list and select one of the following options:
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l
Time
Severity—Each incoming alert is assigned one of the following severity types: High,
Moderate, Low, Informational, or Unknown. Selecting this option sorts the alerts by level
of severity.
Type—Sorts the list by each of the available incoming alert types in the system. To view
a list of the typessee the Mobile Alert Types section of this guide.
Source—Sorts the list based on the person or organization that created each incoming
alert.
Title
4. (Optional) Click the Ascending/Descending button next to the Sort by list to change the
current sort order of the incoming alerts.
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Manage the Situation Map
Situation provides an interactive crisis environment in which teams can manage an emergency by
using the map to view people, create shapes, and manage incoming alerts. In the BlackBerry
AtHoc management system, the Situation map is found under the Situation menu.
Access the Situation Map
This section describes how to work with the Situation Map, which provides a highly visual way to
share information among end users that are part of a distribution list to which you are publishing.
The map displays shapes, incoming alerts, people, and alert responses. It also includes links to
multimedia files that are shared with mobile team members.
To open the map, click the Situation button in the Navigation bar, and then click the Map link.
The Map screen opens and displays three colored tabs on the side: Display, Inbox, and Tools.
These tabs allow you to manage objects, people, and shapes on the map and work with incoming
alerts from mobile users and outside organizations.
When multiple people, pins (markers), alert responses, and incoming alerts are clustered together
within a small area of a map, the Situation Map displays a large circle with a number on it, called a
cluster, to let you know that multiple objects exist in that location.
Single-clicking on a cluster causes the list of clustered objects to appear in the Tools tab in the
sidebar. Double-clicking on a cluster zooms the map in far enough to show each individual object in
the cluster.
Add Shapes to the Map
To add shapes to the map and define their properties through the Tools sidebar, complete the
following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. If necessary, zoom in on the map to more easily see the area where you want to add the
object.
4. Click the
(Tools) icon to open the Tools sidebar.
The Tools sidebar opens to display the different drawing tools available to you.
5. Click to select one of the drawing tools, and then move your mouse over the area of the map
over which you want to create the object.
o
For the Marker tool, click the mouse to specify a single point on the map.
o
For the Circle and Square tool, click and drag to set the size of the object.
o
For the Polygon tool:
a. Click and release at the first place you want to start creating your own custom
shape.
b. Move your mouse to the end of the first edge, then click again to start creating the
second edge.
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c. Continue the process until you have defined all edges and are back at the start of the
first edge.
d. Double-click to finish the creating the object. The border changes color to indicate
that the object has been created.
After you have finished creating the object, the Tools details screen opens.
6. Enter a name and description for the object.
7. Select the Visibility setting for the object. The setting you choose determines who can see
the shape.
8. Select the map Layer on which you want the object to appear.
9. (Optional) Select the Mobile Access checkbox if you want the item to be visible on mobile
devices.
10. (Optional) Click the Add Media link if you want to add a video, photograph, or any other
media to the object.
11. Click Save to add the new object to the layer you specified in Step 8.
Attach Media to Objects on the Map
The BlackBerry AtHoc system allows you to attach media, such as images or video to the shapes
and pins on the map so that you can share the media when sending alerts to your team. If you are
the creator of an object, you can attach media when the object is first created or at any time in the
future. If you are not the object creator, you can add media as long as you have the required
permissions to view and modify the object.
To add media to an existing object, complete the following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. On the map, locate the object to which you want to add media. If necessary, zoom in on the
map to better view the object.
4. Click the shape or pin to select it.
The border around the object changes color to indicate that it has been selected. The Tools
sidebar opens to display the object properties.
5. Click the
(Edit) icon at the bottom of the screen to open the object properties edit screen.
The object properties edit screen appears.
6. Scroll down and click the Add Media link.
7. Choose the media file in one of the following ways:
o
Select the file from the existing media files field.
o
Click the Upload Media link to access media files on your computer and upload them to
your BlackBerry AtHoc media library.
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Note: Only .MPEG, .MP4, and .webm video formats and .GIF, .JPEG, and .PNG image
formats can be uploaded.
8. Click Attach at the bottom of the screen.
9. On the object properties edit screen, click Save to finish attaching files to the object.
Operators can view full-sized versions of attached pictures and video by clicking the relevant
thumbnail in the Tools sidebar.
Share Map Objects
Various participants in an organization have different types of permissions to view objects on the
map, making it possible to restrict sensitive information to specific users. You can share incoming
alerts, shapes, and pins (but not people) directly from a map by changing the visibility permissions
for all users, the emergency team, organizations, or your team. You can also grant mobile access
to users.
Share Incoming Alerts, Shapes, and Pins Directly from a Map
To change visibility permissions and share Situation Map objects such as incoming alerts, shapes,
and pins, complete the following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. On the map, locate the object you want to share. If necessary, zoom in on the map to better
view the object.
4. Click the shape or incoming alert object to select it.
The border around the object changes color to indicate that it has been selected. The Tools
sidebar opens to display the object properties.
5. Click the
(Edit) icon at the bottom of the screen to open the object properties edit screen
6. Click the Visibility dropdown list to change the visibility permissions for the object
7. Click the Layer dropdown list to change the layer in which the object appears.
8. (Optional) Change the mobile device visibility of the object by selecting or deselecting the
Mobile Access checkbox.
9. Click Save to update the object properties.
Share People
Note: Only Administrator users have the ability to make the People layer visible on mobile maps.
In addition, the permission is all-or-none, meaning all people become visible or no people
are visible. Administrators cannot make some people visible and some not visible at the
same time.
To share people, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Situation region, click the Map and Layers link.
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The Map and Layers screen that appears provides separate areas for setting up and
configuring maps, shape layers, and people layers, with default layers displayed for maps and
layers.
3. In the People layers section, click the
visible.
(Edit) icon beside the layer you want to make
4. Click the Visibility dropdown list to change the visibility permissions for the layer.
5. (Optional) Change the mobile device visibility of the object by selecting or deselecting the
Display on mobile checkbox.
6. (Optional) If you selected the checkbox in Step 5, select a time filter for displaying people on
the mobile map by clicking the Show items with location updates within the following
timeframe dropdown and selecting one of the following options: All, 1 Week, 1 Day, 8 Hours,
4 Hours, 30 Minutes, Now (1 Minute).
7. Click Done to update the object properties.
8. Click Save or Save + Exit at the top of the Map and Layers screen to save your changes.
Important: If you forget to do this, the changes you made to the People layer are not saved in
the system, even if you clicked Done in Step 7.
Work with Map Layers
Shared Situational Awareness maps allow you to filter the map by layers for organizing and
segregating information that can then be selectively displayed on a single map, with different users
able to see different layers depending on their roles and permissions. These layers can include one
for infrastructure, one for weather, one for only members of a private team, a shared one available
to the public, and so on.
To work with map layers, complete the following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. On the map, click the
(Display) icon to open the Display sidebar.
4. In the Layers section, select the layers of the map that you want to view, or click All to view
everything or Default to view only the default map layers.
Note: The default layers of the map are configured on the Map and Layers screen,
accessible to Administrators at Settings > Situation > Map and Layers.
5. In the People section of the Display sidebar, select the groups of people you would like to see
displayed on the map.
Note: As with the Layers section, the default groups are configured by Administrator users at
Settings > Situation > Map and Layers.
6. In the Alert Responses section of the sidebar, click the
icon beside an alert to expand it
and view the alert responses that have been received so far.
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7. Select the checkbox beside each response you would like to see on the map.
The map then refreshes and displays the responses you selected.
Monitor Incoming Alerts
Incoming alerts are created by external organization, or by users using their mobile devices and
are displayed within the Map feature of BlackBerry AtHoc. There are three Incoming alerts
categories—Mobile, Other (IPAWS), and Standard—all of which appear within the Inbox sidebar
of the Maps screen.
To view incoming alerts, complete the following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. Click the
(Inbox) tab.
The Inbox sidebar opens, displaying a list of any Mobile, General, and IPAWS incoming alerts
that are currently in the system.
Click any of the incoming alerts to open the details screen. If you click a Mobile alert, it also
displays on the map with a tooltip.
4. (Optional) Use the Filters field at the bottom of the screen to modify the map display.
Using the filter fields, you can set the following:
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The maximum age of an incoming alert that can appear on the screen. Use the slider bar
to specify incoming alerts that are anywhere from 1 minute old to no limit.
Whether to display people and incoming alerts based on the range of visibility settings
that have been used in creating the incoming alerts.
Note: The Show by visibility filter only appears if you belong to at least one team
within the Emergency Community.
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Whether to display only users who are accessible on mobile devices, only users who are
not accessible on mobile devices, or all users.
Publish Alerts from the Map
You can publish alerts from any object on the map. For example, if there is an emergency incoming
alert, you might want to publish an alert to a team to respond. Or, if the incoming alert is
represented by a shape on the map, you can send the coordinates of the shape and any relevant
pictures to your team by publishing an alert.
To publish an alert from the map, complete the following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. Locate the object on the map. If necessary, zoom in on the map to view the object better.
Or click the
(Inbox) tab and select an incoming alert.
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4. Select the object to open the details view.
5. Click the
(Publish) icon.
6. Enter a title and message for the alert.
7. Add any response options.
8. Enter the targeted recipients, including teams and organizations and verify that your targeted
audience is accessible.
9. Click the Publish Now button at the bottom of the sidebar.
A notification appears, containing a link to the User Tracking report for the alert.
10. Click OK.
11. (Optional) Click the Display tab on the map to review alert responses.
Track Alert Responses from the Map
To track responses to alerts through the Display sidebar within the Map screen, complete the
following steps:
1. In the Navigation bar, click the Situation button.
2. Click the Map link.
3. On the map, click the
(Display) icon to open the Display sidebar.
The Alert Responses section of the sidebar lists all of the active alerts and responses in the
system.
4. Click the
icon beside an alert to expand it and view the alert responses that have been
received so far.
5. Select the checkbox next to each response you would like to see on the map.
Note: The map shows only the geolocation of people who have responded using the Mobile
application.
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Manage Users
The following topics describe how to manage users within the BlackBerry AtHoc system. Users
can be the end users that receive alerts, operators with varying degrees of privileges, or
administrators that configure BlackBerry AtHoc settings.
The Users screen lists all users associated with an organization and provides you with tools to
manage the status and details for those users.
Create a User
Note: You must have End User Manager privileges to create users.
Note: If the "Require User Uniqueness" setting is enabled in the General Settings of an Enterprise
Organization, the BlackBerry AtHoc system enforces user uniqueness in the Enterprise
organization and its sub organizations. Users created in the Enterprise Organization or in
any of its sub organizations must have a unique username and Mapping ID.
To create end users from the Users screen, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. At the top of the Users screen, click the New button.
Note: Fields marked with an asterisk (*) on the New User screen are required.
4. In the Basic Information section, enter the following details about the user:
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Username—The name the user is assigned by the system. Usernames are frequently
imported from external systems and cannot be edited later.
First and Last Name
Display Name—The name used to refer to the user within the system, such as bsmith or
Jack Jones. This field can be edited later by the end user.
Organizational Hierarchy —(If available) Click the / (forward slash) link. On the popup
screen that appears, navigate to the specific organization to which the user belongs.
Click Apply to add the organization information to their record in the system.
Any custom fields added by the administrators, including details such as CPR
certification status, Emergency Community membership, or special skills.
5. In the Numbers section, enter the work number, mobile number, pager numbers, and any
other numbers that could be used to contact the user.
Note: International numbers and numbers with extensions are supported.
BlackBerry AtHoc then runs a validation check to make sure the number is valid. If it is
not, an "Invalid Phone Number" error appears under the text field. You cannot save the
new user information until you correct or remove the number.
Note: For pagers, only devices that are enabled for the organization appear in the list.
6. In the Online Addresses section, enter work and home email addresses.
7. In the Physical Addresses section, enter work and home addresses.
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8. In the Distribution List Membership section, specify the distribution lists in which the user is
a member.
Note: Required memberships are provided by default and cannot be deleted. If you do not
have management permissions for a group, the group is read-only.
9. In the Advanced Information section, which is configurable for each system, complete any
required fields plus any of the non-required fields you want to include in the account details for
the user.
10. Provide a password that meets the displayed rules, if required.
11. Click Save to create the user.
The details of the new user then appear in summary form on the screen. You can then return
to the Users screen or grant the user operator permissions.
Grant Operator Permissions
To grant operator permissions to a user, complete the following steps:
1. Create a user.
After you create the new user and click Save, the user details screen appears.
2. Click the Grant Operator Permissions button. The Operator Permissions screen appears.
3. Click the Operator Roles dropdown list and click to select each of the roles you want to assign
to the user.
As you select roles, they appear on the screen under the Operator Roles dropdown list. If you
select more than three roles, the first three are displayed and the rest can be seen by clicking
the scrollbar that appears in the field.
4. (Optional) Enter and confirm a password that meets the specified requirements.
5. (Optional) Select the checkboxes to specify if the user must change their password at next
login, and whether the password expires.
6. Click Save to grant the user Operator permissions in the system.
View User Details
Note: You must have End User Manager privileges to view detailed information about users in the
system, including contact address, memberships, login information and location
information.
To view user details, complete the following steps complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the user name.
The detail screen for the user appears. The details screen displays the following information
about the user:
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Basic information, including username, first and last name and date the user was created
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Numbers
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Online addresses
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Physical addresses
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Distribution list membership
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Permissions
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Login and location
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User activity
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Any user attributes defined by administrators
View User Activity
The Activity List screen enables authorized users to view all activities for individual users in the
system. Clicking on a specific user activity opens an activity details screen that provides information
about the activity and any response the user made.
To view the activity list for a specific user, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the user name.
The user details screen opens, displaying information for the user in the system.
4. Select View Activities from the More Actions dropdown.
5. Click a specific activity to view more details.
The details of that activity appear to the right of the activities list.
For each activity, the following details are displayed:
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The title of the activity.
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The content of the activity.
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The date and time the activity was initiated or created.
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The publisher of the activity.
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The timeline for the activity, listing all of the devices to which the activity has been sent
along with the time the alert was sent and received. The timeline also lists details about
instances where the alert was responded to, but ignored by the system.
If the alert was responded to, a Responded section appears above the Activity Timeline,
displaying the date and time and responding device of the first response received.
Export User Activity Details
You can export the user activity details to a PDF. You can export one or all activities for a user.
To export details for a user activity, complete the following steps:
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1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the user name.
4. Select View Activities from the More Actions dropdown.
5. Choose which activities to export:
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To export all of the activities, click the Export PDF button.
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To export a specific activity:
a. Click the specific activity that you want to export. The details of that activity appear
next to the activities list.
b. Click the
(PDF) button in the corner of the activity details field.
Edit User Details
Note: The following instructions explain how to make changes to the details of an individual in the
system. To make a global change to all users, such as changing the work address of all
users to display a new address, Make Mass Changes to User Details.
Note: You must have End User Manager privileges to edit user details.
To edit user details, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the
(Edit) icon next to the name of the user whose details you want to edit.
4. Make changes to any of the user fields in the following sections of the screen:
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Basic Information
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Numbers
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Online Addresses
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Physical Addresses
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Distribution List Membership
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Login and Location
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Any user attributes defined by administrators
Note: System-generated user details such as Desktop Software Session Information,
Mobile Device Location, and most of the User Activity information cannot be edited.
5. Click the Save button.
Make Mass Changes to User Details
Note: The following instructions explain how to make global changes to details about users in the
system. If you want to make a change to an individual user, refer to Edit User Details.
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The quickest and easiest way to make mass changes to users in the system is to export the user
details as a .CSV file, open and modify that file, and then import the file back into the system. To
accomplish each of these tasks, complete the following steps:
Step I: Export the User Details
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. If the users already appear in the results table, select the checkboxes next to their names.
Otherwise, use the Search field to locate them, and then select the corresponding
checkboxes.
4. Click the More Actions dropdown list.
5. Select the Export option.
6. In the All Columns field, select the columns you want to modify outside of the system, and then
click the Add > button to move them to the Selected field. To include all columns, click the
Add All link at the top of the All Columns field.
7. When you are finished selecting columns, click the Export CSV button.
8. Save the file to your desktop or to a location you can access easily.
Step II: Modify the Export File
1. Open the export file.
Note: In most cases you will be viewing the file through Microsoft Excel.
2. Locate the column of information that you want to mass update.
3. If you are replacing the current values in the column with different values for each user, type or
paste the values in each cell individually.
OR
If you are replacing the current values in the column with the same value for every user—such
as replacing an old office address with a new one—do the following:
a. Type or paste the new value in the cell immediately below the header cell.
b. Position your cursor over the bottom right corner of the cell and click and hold as you drag
the cell downward to the end of the column.
c. When you release the cursor, all of the values will be replaced by the entry you typed in
the first cell.
4. Save the file.
Step III: Import the Modified User Details
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the More Actions dropdown list.
4. Select the Import option.
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5. Click the Browse button.
6. Navigate to the location of the file you modified on your computer.
7. Click Open to upload the file into the system.
Enable Users
You can enable a user if the following conditions are true:
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You have End User Manager permissions for the organization.
You have End User Manager permissions for the user. In some cases, the user may be outside
of your userbase and appears as read-only.
To enable a user, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. If the Status column is not visible in the user list, click the Add link in the header row to add a
column.
4. Click the (Select a column to add) button in the new column heading, and then select the
Status option in the list that appears.
5. Select the checkbox or checkboxes next to the user or users whose status you want to
change.
6. Click the More Actions dropdown list.
7. Select the Enable option.
The user or users are then enabled and the Status column updates for each of the affected
users.
Note: If you have selected users that you do not have permission to enable, a warning
message appears.
Disable Users
Disabling a user temporarily removes them from alert target lists or groups but keeps them in the
system so that they can be re-enabled again. Users are commonly disabled when they take a leave
or temporarily join another organization.
You can disable a user if the following conditions are true:
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You have End Users Manager permissions for the organization.
The user is in your userbase. Your userbase may be restricted to exclude the user and the user
is hidden from view.
Note: It may be more efficient to identify the users that you want to disable based on a specific
user attribute or set of attributes they have in common. For instructions, see the
Automatically Disable Users Based on Attributes section of this guide.
To disable a user, complete the following steps:
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1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Select the checkbox or checkboxes next to the user or users whose status you want to change
from Enabled to Disabled.
4. Click the More Actions dropdown list in the top menu bar.
5. Select the Disable option.
The user or users are then disabled.
Note: If you have selected users that you do not have permission to disable, a warning
message appears.
Delete Users
You can delete a user if the following conditions are true:
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You have End Users Manager permissions for the organization.
The user is in your userbase. Your userbase may be restricted to exclude the user and the user
is hidden from view.
Note: It might be more efficient for you to identify the users you want to delete based on a specific
user attribute or set of attributes they have in common. For instructions on how to do that,
see the Automatically Delete Users Based on Attributes section of this guide.
To delete a user, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Select the checkbox or checkboxes next to the user or users you want to delete.
4. Click the More Actions dropdown list.
5. Select the Delete option.
A confirmation screen opens.
6. Click Delete to permanently remove the users from the system.
The screen refreshes and the User list no longer displays the user or users.
Note: If you have selected users that you do not have permission to delete, an advisory
message appears.
Import Users from a File
Important: When you import user details into BlackBerry AtHoc using a CSV file, the values that exist in
the CSV file overwrite any existing values in the database. If the CSV file contains blank fields, the current
values in the database are replaced by empty values. For this reason, prior to uploading a CSV file, you
should make sure that all required fields are populated.
To import users from a file, the file must be correctly formatted. If you do not know how to format
the file, refer to Format a User Import File.
To import users from an external file, complete the following steps:
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1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the More Actions dropdown list.
4. Select the Import option.
5. (Recommended) If you want to download a blank CSV file to use as a template for your import
user file, click the "Download a template CSV file" link. Save the file to your computer and
fill in the appropriate user information.
Note: Using the template ensures that all of the mandatory attribute columns are included in
the import file.
6. Click the Browse button.
7. Navigate to the location of the import user file on your computer.
8. Open the file to enter or modify the user data.
9. Ensure that columns with multiple values have the correct format to import correctly.
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The entire entry must be enclosed within double-quotes. This rule is true even if the multiselect picklist has only a single entry.
A comma must be used to separate each of the values. There can be no spaces before or
after the comma.
Examples:
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This example shows two column names, separated by a comma (no space before or
after the comma).POSITIONS is a multi-select picklist column.
USERNAME,POSITIONS
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The next example shows a multi-select picklist attribute column with multiple entries.
Cadiz,"ESH Team Tech Supv,FMT Coordinator,SITE
300,Exercise Call Out,Field Monitoring Team,Coordinator
DOC"
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The entire entry starts and ends with regular double-quote characters (not the
"smart quotes" used by some word-processors).
Each picklist entry is separated by a comma (no spaces before or after the
comma).
An entry can have a space within it. For example: Field Monitoring
Team
This example shows a multi-select picklist attribute with a single entry.
East,"LEDO"
10. (Optional) Make sure that any geolocation attributes in the CSV file are in the correct
"Latitude,Longitude" format. The value for the geolocation must be enclosed in quotes. For
example, "37.538226,-122.32726".
11. After you have entered your data in Excel, save and close the file.
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12. Open and review the file in Notepad or a text editor utility.
Note: Excel hides some characters from view. If you edit the file in Excel, it might format your
entries with extra characters. The incorrect format might cause the import operation to
fail.
13. Review the syntax, and then save the modified file as a .txt file.
14. Edit the file name and manually change the extension from .txt to .csv.
The import function requires a .csv file type. This method preserves the formatting in the text
file.
15. Click the filename, and then click Open to upload the file into the system.
The filename appears in the User CSV File field on the Import User File screen. Each of the
columns from the import file are listed in the Select the columns to import section.
16. Select each of the columns of data you want to import or click Select All.
17. Review the Columns that cannot be imported field list to make sure it does not contain
important data that you must be able to view within BlackBerry AtHoc. If the list contains
important columns of information, contact BlackBerry AtHoc Technical Support for help.
18. Click the Import button. The Importing Users window opens. The import happens in batches
of 5000 users.
19. While the import file is in progress, a Stop Import button appears on the Importing Users
window. Clicking this button stops the import process immediately and prevents the next
batch of users from being imported from the file. However, records that have already been
added are not removed and records that have been updated are not restored to previous
values.
When the import completes, an import summary screen appears, listing the following information:
l Total number of users in the import file
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Total number of users who were processed
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Number of users who were successfully processed
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Number of users who failed to be processed
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Username of the person who imported the file
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Time the file import process started and ended
Format a User Import File
In order to import a .csv user file, the following formatting standards are required:
Field
Name
Description
Is
Mandatory?
Username
The Common Name is a value that can be used to identify a user Yes
within the BlackBerry AtHoc system and the user repository (for
example, LDAP or Active Directory) within your organization.
The Common Name field must contain a unique value, such as
an Employee ID or a Windows user name.
After the Common Name is registered with the BlackBerry
AtHoc system, the user is linked to the user profile within your
organization.
Status
Use the Status column to enable, disable, or delete a user. The
following attribute values can be used:
Enabled—Enable the user
Disabled—Disable the user
Deleted—Delete the user
Yes
The import file must contain a Status column, but the column can
be empty. Note that if the Status column is empty but the
database contains Status information, the current Status
information is overwritten and replaced by the empty values in
the import file on import.
HRCHY:
Hierarchy
Name
Use the prefix "HRCHY:" to specify the location in your User
No
Base Hierarchy where the user is a member.
You can view your Distribution List Hierarchy by going to
Settings > Organization Settings > Targeting and Delivery
tab and clicking the Distribution List Hierarchy link in the
Hierarchies Definition section.
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Field
Name
Description
Is
Mandatory?
SDL: Static Use the prefix "SDL:" to specify the name of the static
No
Distribution distribution list to which users will be added.
List Name You can view your Organizational Hierarchy by going to
Settings > Organization Settings > Targeting and Delivery
tab and clicking the Organizational Hierarchy link in the
Hierarchies Definition section.
There can be multiple "SDL: list name" columns.
If the user does not already exist, this option can only be used to
add the user to a static distribution list. A valid value is "Yes" (the
user will be added to this static list).
If the user already exists, this option can be used to add or
remove the user from a static distribution list. Valid values are
"Yes" (the user will be added to this static list) or "No" (the user
will be removed from this list).
User
Attribute
Name
Specify user attribute as column heading to update user attribute No
value.
Device:
Device
Name
Use prefix "Device:" for specifying any device name in the import No
file. For pager addresses, specify pager carrier ID followed by ":"
before the pager number. For example, to import pager number,
"5551222" with pager carrier ID 3, use "3:5551222" as the pager
address in the .CSV file. To view the list of pager carrier IDs and
names, refer to Pager Carrier IDs and Names.
Password
Passwords must conform to the password rules set in Settings
> Security Policy > Password Update Rules.
No
Stop the Import Users Process
Important: When you import user details into BlackBerry AtHoc using a CSV file, the values that exist in
the CSV file overwrite any existing values in the database. If the CSV file contains blank fields, the current
values in the database are replaced by empty values.
While the import user process is underway, the import happens in batches of 5000 users and a
Stop Import button appears on the Importing Users window. Clicking this button stops the import
process immediately and prevents the next batch of users from being imported from the file.
The Stop Import button stops the import, but does not undo it. Records that have already been
added are not removed and records that have been updated are not restored to previous values.
Click the Download Log link on the Import Details: Stopped window to download a CSV file
that contains information about the users that were imported before the import was stopped.
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Undo the Import Users Process
The import users process cannot be undone after it runs. The only way to undo the import is to reimport the original data that was overwritten.
Export Users to a File
To export the details of a user or group of users, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Select the checkboxes next to the user names you want to export.
4. Click the More Actions dropdown list.
5. Select the Export option.
6. Use the Add button to select the columns you want to include in the export file.
Note: The export process allows you to export up to 79 columns of user data into a PDF file.
Note: You cannot include the password column in the export file.
7. (Optional) Use the Move Up and Move Down buttons next to the Selected Columns field to
change the order in which the information appears in the export file.
Note: At any time during this process, you can reset the Selected Columns field to its default
values by clicking the Reset to columns displayed in User List link that appears at
the bottom of the field.
8. When you are finished selecting columns, click the Export PDF or Export CSV button.
Enforce Uniqueness of Users in an Enterprise Organization
You can manage user accounts from the Enterprise organization or from a sub organization if user
uniqueness is enforced in your Enterprise. When uniqueness is enforced, the system checks for
uniqueness of usernames and mapping IDs in the Enterprise organization and sub organizations
when a new user is created from the desktop app, Self Service, SDK, or through the BlackBerry
AtHoc management console. When user uniqueness is enforced the following items are enabled:
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A single Enterprise Desktop App—Set up the desktop client to connect to the enterprise. The
desktop client will then search for users across the enterprise and connect to the correct sub
organization. If the user is not found, a new user is created in the enterprise.
A single Enterprise Self Service URL—Users in any sub organization can log in using the same
Self Service URL for the Enterprise organization or sub organization.
Mobile registration from an Enterprise organization code—Users can register from their mobile
device using the organization code for the Enterprise or for any sub organization.
Note: Unique email addresses are not enforced in the BlackBerry AtHoc system when user
uniqueness is enabled. However, it is a best practice to have a unique email address for
each user in your Enterprise and sub organizations.
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Enable User Uniqueness
To enable uniqueness of users in your Enterprise organization, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the General Settings link.
3. In the Enterprise Settings section, click the Run Check button next to Require User
Uniqueness. The system checks for user uniqueness (no users have the same username or
mappingID).
If the system finds duplicate users, the Duplicate Users Found window opens and provides a
list of duplicate users, their usernames, mappingIDs, and organizations. You must modify any
duplicate usernames or mappingIDs to proceed with enabling user uniqueness.
Click the Export to Excel button to download and save the list of duplicate users. After you
update the duplicate users, run the duplicate user check again. If no duplicate users are found,
a Check Passed message displays.
Click Close to return to the General Settings page. The Run Check button is replaced by an
Enable checkbox.
4. Select the Enable checkbox.
5. Click Save.
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Search for Users
This section describes how to search for users.
Search Engine Overview
By default, the Users search engine uses a Boolean AND operator between search criteria that
appear in the search field. All search results will contain both criteria. For example, entering max
ssa returns all users containing max and ssa.
To use a Boolean OR operator, separate the search criteria by a comma in the search field. For
example, entering max,ssa returns all users containing max or ssa or both.
In addition, each criteria pill under the Search field is treated as having an AND relationship to
other criteria. As a result, if you have two existing pills, Madhu and mnye and then enter the search
string Nye in the Search field and click the Search icon, all search results will contain Madhu,
mnye, and Nye in at least one of the following fields: display name, first name, last name, or
username.
However, in Advanced Searches, when multiple attributes are included within the same search
criteria, the search engine uses a Boolean AND operator within that criteria. So, for example, if you
create an advanced search criteria Last Name starts with smi and First name
contains bar, both of those criteria would need to be satisfied in order for a username to
appear in the results list.
Another feature of the search engine is that it matches any set of letters or numbers anywhere in a
word or ID. So a search for man would return values such as Manager, Germany, and John
Hilman, while a search for 134 would return 134506, 721349, and 863134. Note that the search is
not case-sensitive, so whether you search for Man or man, the same results appear on the screen.
Wildcards are not supported in searches.
Run a Basic Search for a User
Note: Prior to running a draft search, refer to Search Engine Overview for important information on how the
search engine works.
To run a draft search for a user, complete the following steps:
1. In the Navigation bar, click the Users button.
2. (Optional) In the Search field, type or paste into the text box all or part of any of the following
user-related search criteria: display name, first name, last name, username.
3. (Optional) In the Search field, type or paste into the text box all or part of any of the following
group-related search criteria: hierarchy node name, distribution list name.
4. Click the
(Search) button to view the results.
The criteria you used so far then appear within a pill beneath the Search field. Each time you
add new criteria and click the Search button, a new pill appears next to the previous pills under
the Search field.
Note: If the search criteria is too long to fit within the pill, the pill will display ellipses.
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Each time a new pill is added, the total count of matching results is updated in the field below
the Search field.
5. To remove a pill, click the X icon within it. The search results update to display all users that
match the remaining search criteria.
Include Groups as Search Criteria
The groups button launches the groups dialog, which enables users to include distribution lists,
organization hierarchy nodes, or targetable groups as additional search criteria.
Key Features of the "Select groups" Screen
The following are important features to know about the "Select Groups" screen:
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Most group names display with a checkbox beside them, which allows you to select the group
and all of its sublevels (if any exist) at the same time. If a group contains a Yes or No selection in
its sublevel, no checkbox appears beside its name because you cannot select all values listed in
the sublevel. As an example, a group called CPR Certified would have no checkbox beside it
because you are required to select either Yes or No in the sublevel.
Groups that have sublevels contain a clickable > icon beside their names. Clicking the > icon
opens a list of sublevels in the panel beside it.
Groups that were selected previously display with a dark background.
If at least one of the subgroups has been selected previously, the group name displays with a
lighter background.
Include Groups as Search Criteria
To include groups as criteria in a search, complete the following steps:
1. On the Search screen, click the
(Groups) button.
2. On the Select Groups screen, select the group or groups you want to include in the search.
3. After selecting all of the groups, subgroups, distribution lists, and organizational hierarchy
nodes you want to include in the search, click the Apply button.
Each of the groups, lists, or nodes you selected then appears as a separate pill beneath the
search field.
Run an Advanced Search for a User
Note: Prior to running an advanced search, Search Engine Overview for important information on how the
search engine works and toAdvanced Search Attribute Types for a complete list of user attributes you can
use in creating advanced searches.
To run an advanced search for a user using user attributes and organizational hierarchies as
search criteria, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the Advanced button beside the search field to view the advanced search fields.
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4. Click the Select Attribute dropdown list and select the first attribute you want to add to the
search.
Note: The list that appears contains all organizational hierarchies and attributes you have
access to in the system.
5. After you make an attribute selection in Step 4, a Select Operator field appears beside the
attribute field. Select an operator.
6. After you make an operator selection in Step 5, a third field appears on the screen. Depending
on the attribute type selected in Step 3, the third field can be a text-entry field, a dropdown list,
a date field, or any of the other field types listed in the Advanced Search Attribute Types
section of this guide. Enter or select a value in the field.
7. (Optional) Click the Add Condition link to add another attribute condition to the search, then
repeat steps 4 through 6.
8. After you have finished adding conditions to the search, click Apply.
The search results field then displays all users who match all of the attribute conditions you
created.
Advanced Search Attribute Types
The following table lists the different attribute types, operators, and values you can use to construct
advanced search criteria. It also provides examples to illustrate how each attribute criteria would
appear in the Advanced search field.
Attribute
Type
Operator
Value
Examples
Checkbox
is
Yes
- Currently Online is
Yes
- CPR Certified is No
Number
equals, not equals, great than,
less than
Whole number without
decimals
- Age equals 30
- Age greater than 18
- Age less than 65
Number
is empty, is not empty
Hide
- Age is empty
- Age is not empty
Text
(String)
equals, not equals, starts with,
ends with, contains, does not
contain
Alphanumeric text
- First Name equals
John
- First Name starts with
A
- First Name contains
andy
Text
(String)
is empty, is not empty
Hide
- First name is empty
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Attribute
Type
Operator
Value
Examples
Date
equals, not equals, before, after Date Panel (showing date
value + Past & Next x days
value)
- Joining Date equals
5/4/2011
- CPR Expiration Date
older than Sysdate - 30
days
Date
is empty, is not empty
Hide
- Expiration Date is
empty
Date Time
before, after
Date Time Panel (showing
date value + Past & Next x
days value)
- Created On older than
5/4/2011
- Created On later than
Sysdate - 90 days
Date Time
is empty, is not empty
Hide
Picklist
equals, not equals
Multi-value selection combo
box
- Rank equals
Commander, Captain
- Emergency
Community not equals
Fire
Picklist
is empty, is not empty
Hide
- Building is not empty
Geo
is inside, is outside
Map screen to show
selections
- Home Location is
inside shape on the
map
Geo
is empty, is not empty
Hide
- Office Location is
empty
Org
Hierarchy
at, at or below, not at, not at or
below
Multi-selection of node in
hierarchy
<Node name or
names>
Filter Search Results by User Type
Either before running a search or after generating search results, you can limit the types of users
you want to include in the search results. By default the search screen is set to display enabled
users in search results.
The following other user combinations are available and can be selected by clicking the users link
below the search field and then selecting the option you want on the dropdown list that appears.
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Enabled Users—Search results include enabled users only, exclude disabled users.
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All Users—Search results include everyone.
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Enabled Users with Operator Permissions—Search results include all enabled users who
have been granted operator permissions. Results exclude disabled users with operator
permissions and all users without operator permissions.
All Users with Operator Permissions—Search results include all users who have been
granted operator permissions regardless of whether the user is enabled or disabled. Results
exclude all users without operator permissions.
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Customize Search Results Columns
To customize the search results list, complete the following steps:
1. Click the Add link in the header row of the Users list.
A blank column appears in the table.
2. Click the (Down) arrow in the new column to view all of the available user details you can
add to the results list.
3. Click to select one of the options.
The table immediately refreshes to display the new column.
Note: To remove any of the search result columns that you added, click the X icon beside the
column header. The Display Name/Username column appears by default and cannot
be removed.
Select Search Results
After you have run a search, you can select users individually or all at the same time from the
search results list.
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To select individual users, select their corresponding checkbox in the first column.
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To select all search results, select the checkbox in the column header for the first column.
As soon as the users are selected, you can perform any of the following actions on them using the
More Actions dropdown list above the Search field.
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Enable the selected users
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Disable the selected users
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Delete the selected users
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Export the user information to CSV
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Export the user information to PDF
Note: The Users dropdown list also contains a link that allows you to import users from a
spreadsheet or other file, which would not require the selection of users from the search
results.
Sort Search Results
To sort search results, click once in any of the column headers to sort the results based on the
data in the selected column. Note that after you click the column header, a small (Up) or
(Down) icon appears beside the name, letting you tell at a glance which column the data is being
sorted by and which direction the sort is going.
Click the same column header again to sort the data in the other direction: for example,
ascending or descending, alphabetical or reverse alphabetical, or largest or smallest value.
Reset the Search Field
To reset the search field, which removes all search criteria and returns the search table to its
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default state, click the Clear all link that appears beside the user link after you have run a search
with at least one search criteria.
Note: Clicking this button does not remove any filtering you have set up on the search screen.
So, for example, if users are filtered by a specific kind of user (Enabled, Operator, and so
on), clicking the Clear all link does not affect those settings.
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Manage Operators and Administrators
Only BlackBerry AtHoc Administrators and Enterprise Administrators can access the Operators
Manager functionality. The Operators Manager functionality is used to define accounts and assign
roles to administrators, publishers, security managers, and distribution list managers. The
Operator Manager screen also allows authorized users to define the user base of each Operator.
The user base is the subset of end users to whom the publisher can target alerts.
Refer to the Enterprise Planning Guide for more information.
User Base Overview
A user base is a subset of end users to whom an operator can target alerts and access through the
Users screen and the Distribution Lists screen. Operators who have an unrestricted user base can
target and access any user in the BlackBerry AtHoc system, while operators who have a restricted
user base can target only the end users in their user base.
The user base of an Operator consists of end users from the following sources, which can be
assigned using the User Base and Distribution Lists Permissions tabs of the Operator:
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Organizational nodes (Optional. Not available on all systems)—Users selected based on
membership in selected organizations.
Standard or customized user attributes assigned to end users—Users selected based
on specific attributes such as department, job function, or location.
Distribution lists—Users selected based on their inclusion in selected distribution lists. This
means of identifying users might result in the inclusion of people outside the designated user
base of an Operator.
The following table summarizes Operator access privileges for various features based on their
user base.
User Base
Restricted
by....
Custom or
Standard End
User
Attributes
Targeting
Privileges
Can target only those
users who meet
specified attribute
conditions.
Distribution Lists Manager
End User Manager
Must have Distribution Lists
Manager role in order to
access the Distribution Lists
screen.
Can assign users in user base
to static distribution lists.
Can view users in user base
only.
Can edit custom and
standard user attributes.
Can edit users device
addresses and alert delivery
schedules.
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User Base
Restricted
by....
Distribution
Lists (DL)
Targeting
Privileges
Can target only the
DLs to which operator
has Publishing
privileges.
Static DLs can include
users outside the user
base.
Dynamic DLs include
only users in user
base.
Distribution Lists Manager
Must have Distribution Lists
Manager role in order to
access the Distribution Lists
screen.
Can access only the DLs to
which operator has
View/Manage privileges.
Organizational Can target all members N/A
Nodes
of a selected
organization.
End User Manager
Can edit user memberships
in static DLs.
Can assign user base to any
organization to which
operator has access
privileges
Switch a User Base from Unrestricted to Restricted
If you have the necessary permissions, you can change the user base of an operator from
unrestricted (the default) to restricted within BlackBerry AtHoc by completing the following steps.
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click anywhere in the row containing the name of the operator.
The details of the operator appear on the screen.
4. Click the Edit Operator Permissions button. The user details screen opens.
5. Scroll down to the User Base section and then click the Restricted radio button.
6. Click Save to complete the switch.
Note: For complete details on how to set up restrictions on a user base, see the Restrict a User
Base by Attributes section of this guide.
Restrict a User Base by Attributes
A user base can be restricted based on standard or user attributes assigned to end users, as well
as membership in organizational hierarchies. The user base is defined using dynamic queries that
are performed when an alert is created and when it is published.
To restrict an operator's user base, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click anywhere in the row containing the operator name.
The details of the operator are displayed.
4. Click the Edit Operator Permissions button. The user details screen opens.
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5. Scroll down to the User Base section and then click the Restricted radio button.
6. Click the Modify link that appears next to the Restricted radio button. The Create Conditions
screen appears.
7. Click the Select Attribute dropdown list and then select the first attribute you want to use as
restriction criteria.
8. In the Select Operator field, select the operator that you want to assign to the attribute.
Note: The list of operators varies depending on the type of attribute selected.
9. In the next field that appears, enter or select a value for the attribute.
10. (Optional) Click the Add Condition button and then repeat steps 7 through 9 for each
additional attribute condition you want to add.
11. (Optional) If your organization is set up to display organizations, in the
Organization Hierarchy section of the User Attribute dropdown list, select one or more
options that the operator can select from as alert targets.
Note: Users must belong to the selected organizational nodes and meet the other specified
attribute conditions in order to be included in a user base.
12. When you are done creating restriction criteria, click Apply.
13. (Optional) On the Operator Permissions screen, view the list of end users who meet the
criteria by clicking the View users link in the User Base section of the screen.
14. Click Save.
Edit Operator Permissions
Note: If you want to revoke all Operator permissions for a user, see Revoke Operator
Permissions.
To edit Operator permissions in order to grant or revoke roles for an operator or administrator,
complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the Operator name in the list.
The user details screen opens, displaying all of the information for that user in the system.
4. Click the Edit Operator Permissions button. The Operator Permissions screen appears.
5. Click the Operator Roles dropdown list and then select each of the roles you want to assign to
the user.
6. To remove an Operator permission, click the X icon next to the name.
7. Click Save to update the permissions of the Operator in the system.
Revoke Operator Permissions
Revoke operator permissions to remove all permissions.
To revoke operator permissions, complete the following steps:
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1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the name of the operator in the list.
The user details screen opens, displaying all of the information for that user in the system.
4. Click the More Actions dropdown list, and then select the Revoke Operator Permissions
option.
A warning notification screen appears, asking "Are you sure you want to revoke Operator
Permissions for this user?" and informing you that this action cannot be reversed. Revoking
Operator permissions cannot be reversed, but you can later assign the permissions to the
operator again using the Edit Operator Permissions button on the user details screen.
5. Click Revoke.
Assign Distribution List Permissions
In each organization, someone is usually assigned the role of Distribution Lists Manager. The
Distribution Lists Manager can create, edit, delete, and import distribution lists. This is a distinct and
more powerful permission than being able to edit a distribution list and use it to target alerts.
Operators with the Advanced Alert Publisher or Draft Publisher role cannot manage distribution
lists, but can select lists as recipients for an alert.
To assign distribution permissions, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. In the user list, click the name of the user to whom you want to assign distribution list
permissions. The user details screen appears.
4. Click the Edit Operator Permissions button.
5. In the Distribution Lists section, do one of the following:
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Keep the default settings of Unrestricted for the Publish and Manage fields to allow the
user to manage and publish alerts to all existing distribution lists in the organization that
he or she is associated with.
Set one or both of the fields to Restricted if you want to limit the distribution lists which a
user can manage or publish.
6. If you selected the first option in Step 5, go to Step 9. If you selected the second option in Step
5, continue with these instructions.
7. When you select the Restricted radio button next to the Publish or Manage field, a Modify link
appears next to it.
8. Click the Modify link to open the Distribution Lists screen, which displays all distribution lists in
the system.
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To allow the operator to publish to a specific list, select the checkbox in the Publish
column for that list.
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To allow the operator to view and edit a specific list, select the checkbox in the
View/Manage column for that list.
9. Click the OK button to update the distribution list permissions of the user in the system.
Switch Organizations
To switch between organizations, complete the following steps:
1. In the Navigation bar, click the username that is logged in.
2. Click the Change Organization link. The Change Organization screen appears.
Note: If your username is associated with only one organization, the Change Organization
link does not appear.
3. Click the name of the organization you want to switch to.
4. Click OK.
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Manage Distribution Lists
The following sections describe how to manage distribution lists within the system.
Create a Static Distribution List
If you have End User Manager privileges, you can create a static distribution list by completing the
following steps:
1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
3. Click the New dropdown list in the top menu bar, and then select the Static option.
4. Enter values in the following fields in the Basic Info section of the screen:
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Name—Enter a unique and easily identifiable name for the distribution list.
Common Name—(Optional) This field auto-populates based on the text entered into the
Name field, but you can override it with a different name if you want.
Type—This field cannot be edited.
Description—(Optional) Enter details about the distribution list you are creating that will
later allow other users to decide if the distribution list should be included in their alert.
Folder—(Optional) Click the Select link and then drill down into the folder hierarchy to
find the location where you want to store the distribution list. If you do not click the link, the
distribution list will appear by default at the top level of the folder hierarchy.
Available for publishing under SSA Map—Select this checkbox to allow the
distribution list to be targeted by an alert published from the inbox or the map.
5. Enter or import values in the following fields in the Distribution List Members section of the
screen:
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Members—Complete any or all of the following actions in order to add users to the
distribution list:
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Click the Modify link to open a screen that lists all members that can be added to the
new distribution list. Select the checkboxes next to the names of users you want to
include, and then click the Add Selected button in the top menu bar.
Click the Import File link to open a screen that allows you to upload a .CSV file
containing user names.
Nested Static Lists—(Optional) Click the Modify link to view and select the nested lists
you want to include in the new distribution list.
6. Click Save to create the new list.
Create a Dynamic Distribution List
You must have End User Manager privileges to create a dynamic distribution list.
To create a dynamic distribution list, complete the following steps:
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1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
3. Click the New dropdown list in the top menu bar, and then select the Dynamic option.
4. Enter values in the following fields in the Basic Info section of the screen:
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Name—Enter a unique and easily identifiable name for the distribution list.
Common Name—(Optional) This field auto-populates based on the text entered into the
Name field, but you can override it with a different name if you want.
Type—This field cannot be edited.
Description—(Optional) Enter details about the distribution list you are creating that will
later allow other users to decide if the distribution list should be included in their alert.
Folder—(Optional) Click the Select link and drill down into the folder hierarchy to find the
location where you want to store the distribution list. If you do not click the link, the
distribution list will appear by default at the top level of the folder hierarchy.
Available for publishing SSA Map—Select this checkbox to allow the distribution list
to be targeted by an alert published from the inbox or the map.
5. In the Distribution List Members section, click the View link. The Create Conditions window
opens.
6. In the Select Attribute dropdown list, select the first attribute you want to use as targeting
criteria for the distribution list.
7. In the Select Operation dropdown list, select the operation that you want to assign to the
attribute.
Note: The list of operations varies depending on the type of attribute selected.
8. In the third field, enter or select a value for the attribute.
9. (Optional) Click the Add Condition link and then repeat steps 6 through 8 for each additional
attribute condition you want to add as targeting criteria.
10. (Optional) If your organization is set up to display organizations, in the Organization Hierarchy
section of the Attribute dropdown list select one or more organizations or organizational nodes
to use as targeting criteria for the distribution list.
Note: Users must belong to the selected organizational nodes and meet the other specified
attribute conditions in order to be included in the distribution list.
11. When you have finished adding conditions, click Add to add the new criteria to the dynamic
list.
12. Click Save to create the new list.
Create a Dynamic Distribution List Based on User Role
You must have End User Manager privileges to create a dynamic distribution list.
To create a dynamic distribution list based on one or more user roles by completing the following
steps:
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1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
3. Click the New dropdown list in the top menu bar, and then select the Dynamic option.
4. Enter values in the following fields in the Basic Info section of the screen:
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Name—Enter a unique and easily identifiable name for the distribution list.
Common Name—(Optional) This field auto-populates based on the text entered into the
Name field, but you can override it with a different name if you want.
Type—This field cannot be edited.
Description—(Optional) Enter details about the distribution list you are creating that will
later allow other users to decide if the distribution list should be included in their alert.
Folder—(Optional) Click the Select link and drill down into the folder hierarchy to find the
location where you want to store the distribution list. If you do not click the link, the
distribution list will appear by default at the top level of the folder hierarchy.
Available for publishing under SSA Map—Select this checkbox to allow the
distribution list to be targeted by an alert published from the inbox or the map.
5. In the Distribution List Members section, click the View link. The Create Conditions window
opens.
6. Click the Select Attribute dropdown list, and then scroll down and click the Roles attribute in
the Operator Attribute section.
7. In the Select Operation field that appears, select the equals operator.
8. A third field appears on the screen listing each of the roles available in the system. Click the
role or roles you want to include in the distribution list.
9. Click Apply.
The Distribution List Members section then displays all user roles that are included in the
distribution list.
View All Distribution Lists
If you have End User Manager privileges, you can access the Distribution Lists screen by
navigating to Users > Distribution Lists.
The Distribution Lists screen opens, displaying all distribution lists you have permission to view in
the system. The following details are provided for each distribution list:
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The name of the list in the system
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The type of list: Static or Dynamic
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The system folder where the list is located
Search for Distribution Lists
To search for a distribution list, complete the following steps:
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1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
3. Enter all or part of a distribution list name in the Search list by name.
4. (Optional) To limit the search to a particular type of distribution list, select and unselect the
relevant checkboxes in the Show lists of type field.
5. Click the
(Search) button to view the results.
View Distribution List Details
You must have End User Manager privileges to view information about distribution lists.
To view detailed information about any of the distribution lists in the system, complete the following
steps:
1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
3. Select a distribution list.
The distribution list details screen opens, displaying all of the information in the system for the
corresponding list.
Note: The content of the details screen varies depending on whether the list is static or
dynamic.
Edit Distribution List Details
Note: If you want to edit a static or dynamic distribution list that is from a remote organization, the
only two fields that you can update are Name and Folder.
To edit distribution list details, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
3. Click the
(Edit) icon next to the distribution list whose details you want to edit.
Note: The content of the distribution list edit screen varies depending on whether the list is
static or dynamic.
4. Make changes to any of the editable fields on the screen,
5. Click Save.
Delete a Distribution List
If you have Administrator privileges, you can delete distribution lists in the system as long as all of
the following are true:
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The list is not currently part of an alert template
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The list is not part of a draft alert
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The list is not nested within another distribution list
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To delete a distribution list, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Distribution Lists link.
The Distribution Lists screen opens.
3. If the distribution list you want to delete already appears in the results table, select the
checkbox next to its name. Otherwise, use the Search list by name field to locate the list,
then click its name in the results field.
4. Click the Delete button.
5. If the lists you selected can be deleted, click the Delete button on the popup screen that
appears. If a list cannot be deleted, the popup screen displays details about where the list is
currently in use in the system. To delete the list, you must first delete it from the alert or remove
it from the distribution list within which it is nested.
Export a Distribution List
You must have End User Manager privileged to export a distribution list.
To export a distribution list as a PDF or .CSV file, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click the
(Select Groups) icon.
4. Select a distribution list and then click Apply.
5. In the user list, select the checkbox beside each member name that you want to export.
6. Click the More Actions button and then select Export to open the Export Users screen.
7. Choose a set of columns to export.
8. Click Export PDF or Export CSV.
9. When the export is complete, open the PDF or .CSV file.
Configure Distribution List Folders
Distribution list folders define the structure of static and dynamic lists that can be selected as alert
or event targets. You can create distribution lists using the Distribution Lists screen or by
integrating with an external user directory.
To create or modify distribution list folders, perform the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the Distribution List Folders link.
The Distribution List Folders screen opens.
3. Click the Add Node button to add a new node. If no nodes are selected, the new node is
added to the bottom of the distribution list hierarchy. Select an existing node and click the Add
Node to add a new node under it.
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4. Type the node name in the new field and hit Enter.
5. (Optional) To move a node, drag the node to the new location.
6. (Optional) To edit a node name, double-click on the node name and type your changes.
7. (Optional) To delete a node, select the name, and click the Delete Node button.
8. (Optional) To revert your changes, click the Remove Changes button.
9. Click Save.
All new and modified nodes are displayed in italics until saved.
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Manage Alert Tracking and Reporting
The following section describes how to generate, view, export, and print reports that are available
within BlackBerry AtHoc.
Run and View Personnel Reports
Personnel reports are used to determine specific information that could be important to know
during an emergency about groups of people . Although the exact list of reports varies depending
on the client, examples of personnel reports include Duty Status, Building Number, Transport
Needs, Commanders, Police and Fire Teams, and Work Availability.
When running reports, you have the option of viewing the output data in any of the following
formats:
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Summary—Provides a high-level overview of all of the data that has been collected for the
report
By Organizational Hierarchy—Provides the same information as the Summary report,
broken down into each of the organizational groups that exist within the organization
Create a Personnel Report Based on a User Attribute
Personnel reports track the uses of user attribute values. For example, a user attribute called
MedicalTraining might have two single-select picklist values (Yes and No) and be used as
response options for an alert. As each user selects a response, the information is added to their
user record. At the end of the alert, a personnel report can then be used to track the responses.
Roles: You must have the Organization Administrator or Enterprise Administrator role to create user
attributes.
To create a personnel report, complete the following steps:
1. Create a user attribute for the report:
a. From the Settings screen, click the User Attributes link and create a user attribute with
one of the following types:
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Single-select Picklist
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Multi-select Picklist
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Checkbox
b. Specify a name, such as “RO-Accountability”. (RO indicates that it will be used as a
custom response option.)
c. Add new values if you chose a picklist.
d. Select Available for Reporting.
e. Click the Save button.
2. From the Navigation bar, click Reports and then click the Personnel Reports link.
The Personnel Reports screen opens with a list of the reports you have specified in the user
attribute properties.
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3. Find the report you want to create and then click the kind of report view you want to see.
Report views include Summary and By Organizational Hierarchy.
View a Summary Report
Summary reports provide a high-level overview of the data in a report without breaking it down into
its component parts. Summary reports are useful when it is necessary to make quick assessments
about data and the specific details are not as important at the moment.
1. In the Navigation bar, click the Reports button.
2. Click the Personnel Reports link.
3. Find the report you want to create and then click the corresponding Summary link.
The screen refreshes and displays a summary of the relevant data.
Note: Authorized users can configure the list of categories that appears on the screen.
Depending on the report type you select, the Summary screen displays either a Pie chart or a
Bar chart. The icon next to the Summary link indicates if a Pie chart or Bar chart is generated.
You can tell in advance which will be generated by looking at the icon next to the Summary link
on the Select a Report screen.
4. With the Summary screen open, do any of the following to see more details:
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Click the Show Selection Summary link to view the criteria used to select which users
to include in the report.
Click the View list link to open a screen that displays the relevant details for each of the
users included in the report.
For the Work Availability report, the details screen includes organizational hierarchy,
work availability, and contact information for each user. For the CPR Certified report, in
contrast, the details screen includes organizational hierarchy, CPR certification status,
and contact information for each user.
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Click the By Organizational Hierarchy link to view the report based on the
organizational hierarchies of each user.
Click the Advanced link to specify selection criteria for which users should be included in
the report.
Click the button in the Other Reports field to select a different report, then click the
Run report button to view it.
View an Organizational Hierarchy Report
Organizational Hierarchy reports present the data you request broken down by increasingly
granular levels of detail revealed as the user drills further down into the hierarchy.
To view an Organizational Hierarchy report, complete the following steps:
1. In the Navigation bar, click the Reports button.
2. Click the Personnel Reports link.
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3. Find the report you want to create and then click the corresponding By Organizational
Hierarchy link.
The screen refreshes and displays the same data as found in the Summary report, but with
the data broken down by both category and hierarchy.
4. With the By Organizational Hierarchy screen open, do any combination of the following to see
more details:
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Click the Show Selection Summary link at the top of the report to open an expanding
field immediately below the link that shows the criteria used to select which users to
include in the report.
Click the View list link to open a screen that displays the relevant details for each of the
users included in the report.
For the Work Availability report, the details screen includes organizational hierarchy,
work availability, and contact information for each user. For the CPR Certified report, in
contrast, the details screen includes organizational hierarchy, CPR certification status,
and contact information for each user.
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Click the Summary link to view the report based without the data broken out into
individual distribution lists.
Click the Advanced link to specify selection criteria for which users should be included in
the report.
Click the button in the Other Reports field to select a different report, then click the
Run report button to view it.
Create and View an Alerts Usage Summary Report
Alerts Usage Summary reports are used to determine how many reports or messages have been
sent out within a designated amount of time. To create an Alerts Usage Summary report, complete
the following steps:
1. In the Navigation bar, click the Reports button.
2. Click the Alerts Usage link.
The Alert Usage Summary Report screen opens, displaying by default the Total Number of
Alerts Over Time report generated with a default time range.
3. (Optional) Click the Report Type field to create the Total Number of Messages Sent Over
Time report.
4. Click the
(Calendar) icons in the from field and in the to field to set the starting and ending
dates for data to be included in the report.
Note: The date range must be between 1 and 12 months.
5. (Optional) If you want the report to include or exclude specific alert headers, select either
contains or does not contain in the Alert Header field and then enter a word or phrase in the
text entry field at the end of that row.
6. Click the Generate Report button.
The report then appears at the bottom of the screen, replacing the previous report.
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Export and Print Reports
BlackBerry AtHoc gives you the ability to export any generated report to an external location or to
print the report. Depending on the type of report that is generated, you might be able to export a
report in any of the following formats:
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CSV—Available for all report types.
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Excel—Available for all report types.
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Acrobat PDF—Available for Alert Usage Summary reports.
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Rich Text Format (RTF)—Available for Alert Usage Summary reports.
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TIFF—Available for Alert Usage Summary reports.
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Web Archive—Available for Alert Usage Summary reports.
Export a Personnel Report
To export a Personnel report, complete the following steps:
1. In the Navigation bar, click the Reports button.
2. Click the Personnel Reports link.
3. Follow the instructions in Run and View Personnel Reports to create the report you want to
export.
4. When the report opens, click the Export link in the top corner of the screen.
5. In the dropdown options list, select Export full Report or Export Current Report.
6. On the export popup screen that appears—the appearance of which differs depending on the
browser you are using to access BlackBerry AtHoc—choose whether you want to download
the report or open it directly.
Export an Alerts Usage Summary Report
To create an alerts usage summary report, complete the following steps:
1. In the Navigation bar, click the Reports button.
2. Click the Alerts Usage link.
The Alert Usage Summary Report screen opens, displaying the Total Number of Alerts Over
Time report generated with a default time range.
3. (Optional) Follow the instructions inCreate and View an Alerts Usage Summary Report to
customize the report to a specific timeframe or report type before you export it.
4. When the report is generated and appears on the screen, click the
the selected format field.
button in the Export to
5. In the dropdown options list, specify the type of file you want to download: CSV, Excel,
Acrobat PDF, Rich Text Format (RFT), TIFF, or Web Archive.
6. Click the Export link.
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Print a Personnel Report
To print a Personnel report, complete the following steps:
1. In the Navigation bar, click the Reports button.
2. Click the Personnel Reports link.
3. Follow the instructions in Run and View Personnel Reports to create the report you want to
print.
4. When the report is generated and appears on the screen, click the Print link in the top corner
of the screen.
5. On the print screen that pops up—the appearance of which differs depending on the browser
you are using to access BlackBerry AtHoc—follow the instructions to print the report.
Print an Alerts Usage Summary Report
1. In the Navigation bar, click the Reports button.
2. Click the Alerts Usage link.
The Alert Usage Summary Report screen opens, displaying by default the Total Number of
Alerts Over Time report generated with a default time range.
3. (Optional) Follow the instructions in Create and View an Alerts Usage Summary Report to
customize the report to a specific timeframe or report type before you print it.
4. When the report is generated and appears on the screen, click the
(Print) button.
5. On the print screen that pops up—the appearance of which differs depending on the browser
you are using to access BlackBerry AtHoc—follow the instructions to print the report.
View a Summary of All Organizations
Note: If you are an authorized user, the User Summary link on the Settings screen allows you to
view, download, or print a summary of the number of enabled users within each
organization.
To access this functionality, complete the following steps:
1. In the Navigation bar, click the Reports button.
2. Click the User Summary link.
The End User Summary screen opens, displaying a list of each organization you have
permissions to view, the number of enabled users in each system, and the total number of
enabled users in all systems.
3. From this screen, you can perform any or all of the following actions:
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If the list is extensive, click the
last page.
button to go to the next page or the
button to go to the
Export the list by clicking the Export to the selected format dropdown list, making a
selection, then clicking the Export button in the top row.
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Refresh the list by clicking the
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Print the list by clicking the
button.
button.
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Connect Organizations with AtHoc Connect
AtHoc Connect brings together organizations from government, industry, commercial, and
healthcare sectors to improve communication during an emergency.
You can send and receive alerts with other BlackBerry AtHoc customers using organizations in
BlackBerry AtHoc. A Connect organization is a BlackBerry AtHoc customer that has signed up for
AtHoc Connect to participate in cross-organization communication.
With AtHoc Connect, you can connect to other organizations and publish to these connections.
You can also receive incoming alerts from connected organizations that target your organization.
To join AtHoc Connect, contact BlackBerry AtHoc Support.
Prerequisites
AtHoc Connect requires configuration in the BlackBerry AtHoc Management System, Notification
Delivery Server (NDS), and registration with BlackBerry AtHoc Support.
Ensure that the following tasks have been completed.
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Configure the AtHoc Connect gateway and device.
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Configure Situation and Incoming Alert Types to see incoming alerts in the Map and Inbox.
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Log in as operator with the Connect Agreement Management role.
About AtHoc Connect
AtHoc Connect provides a way for operators to target other BlackBerry AtHoc organizations in an
alert. For example, the emergency manager for a city might want to send alerts to organizations in
the area, such as hospitals, schools, military bases, and other groups that are affected by
emergencies.
AtHoc Connect includes organizations that connect with each other to share critical information
during an emergency. The following are key terms and concepts within AtHoc Connect:
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Organization—An entity within BlackBerry AtHoc that can join AtHoc Connect. An
organization can be stand-alone or a member of an Enterprise.
An outside organization can be invited to join the network.
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Invitation—A request to an outside organization to join the AtHoc Connect Network.
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Connect Request—A request to an AtHoc Connect organization to be connected.
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When sending a request or invitation, you can choose to do one or both of the following:
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Send Alerts—You invite the organization to receive alerts from you that impact their
organization.
Receive Alerts—You invite the organization to add you to their target list for alerts that
impact your organization
Connected organizations—The list of AtHoc Connect organizations that have agreed to
send or receive alerts from each other.
Incoming Alerts—Messages from outside organizations. For instructions on how to set
incoming alert types to trigger alert templates that alert the operator, see Activate an Alert
Template when an Alert is Received.
View Your Organization Connections
Roles: You must have the Connect Agreement Manager, Organization Administrator, or Enterprise
Administrator role to access the Organization menu and screen and to change AtHoc Connect settings.
The Connection Organizations screen provides a summary of your AtHoc Connect network. From
this screen you can perform the following tasks:
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View a list of organizations and public feeds to which you are connected.
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View the details of a connected organization or subscription
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Add a new connection
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Respond to connect requests from other organizations
To view your connections, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Connected Organizations link.
The Connected Organizations screen opens and displays all organizations that have
accepted connection requests from your organization. You can also see all organizations from
which your organization has accepted invitations.
3. Use the Search field to locate your connections.
4. Click Add New Connections to view options for expanding your network.
Search for a Connected Organization
The organization search matches any set of letters or numbers anywhere in the organization title
and description, and is not case-sensitive.
Wildcards are not supported in searches.
To search for an organization, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Connected Organizations link.
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3. In the Search field, type or paste a word found in the organization name or description.
4. Click Search.
Search and Filter the All Organization List
To search and filter the organization list, use the following options from the All Organizations list:
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To search by organization name or description, enter search strings in the Search field:
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The organization search matches any set of letters or numbers anywhere in the
organization title and is not case-sensitive.
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Wildcards are not supported in searches.
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Search strings match the organization name or description.
To filter the organization list by status (Connected or Pending), use the Organizations
dropdown list.
To filter the organization list by industry group, use the Sector dropdown list.
View the Details of an Organization
To view the details for an organization, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Connected Organizations or All Organizations link.
Note: Outside organization do not appear in the list if they have not registered for AtHoc
Connect (organizations to which you have sent an AtHoc Connect network invitation).
3. From the list, click the organization that you want to view.
The details view opens, showing the organization name, description, sector, contact
information, physical address, and a map location.
4. View the status of your relationship with the organization at the top of the screen.
An icon and text indicates whether or not you are connected, or if a connect request is
pending.
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Not Connected/Unsubscribed—No request has been accepted or is pending.
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Pending—Request has not been accepted.
To cancel the invitation, click Cancel Invitation.
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Connected/Subscribed— Connected. You can disconnect from the organization or
unsubscribe:
a. Click the Disconnect or Unsubscribe button.
b. Confirm that you want to disconnect or unsubscribe.
The status at the top of the Details screen refreshes.
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Add a New Connection to Your AtHoc Connect Network
Roles: You must have the Connect Agreement Manager, Organization Administrator, or Enterprise
Administrator role to access the Organization menu and screens and to change AtHoc Connect settings.
A connection is an organization within the BlackBerry AtHoc Network that you can either receive
alerts from or send alerts to. You can add a connection to your network using the following
methods:
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Add existing organizations from AtHoc Connect to your network of organizations. You send a
connect request to the organization to join your network so that you can receive their alerts and
they can send alerts to your organization.
For details, see Send a Connect Request to Another Organization.
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Add an organization that is not a customer of BlackBerry AtHoc to join the AtHoc Connect
network. Send a registration invitation to them for AtHoc Connect, so that you can connect and
share alerts.
For details, see Invite an Unlisted Organization to Join AtHoc Connect.
Search the Organizations List
You can search for organizations by name or key word, and by sector.
To search for an organization to which you are not connected, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the All Organizations link.
The directory of AtHoc Connect organizations opens.
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3. Enter the name of the organization or key words, such as “health” or “security”.
Note: Enter simple strings. No wild cards are accepted.
4. (Optional) Specify a sector from the dropdown list to filter the list.
5. Click Search.
Send a Connect Request to Another Organization
To add a new connection, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the All Organizations link. A list of AtHoc Connect organizations and public feeds
opens.
3. Click the +Connect button to add an organization as a connection to your network.
The Connection Request screen displays.
4. Select one or both alerting options:
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Send Alerts—You can send alerts to the organization.
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Receive Alerts—You can receive alerts from the organization.
Note: If you want to modify these choices later, you can change the connect agreement.
5. (Recommended) Enter custom text to provide a personal invitation to join your network.
6. Click Send Request to send the invitation.
The connection appears in the Organizations list with the
invitation is pending.
(Clock) icon to show that an
If the receiving organization accepts the invitation, a connect agreement is created, based on the
choices made in the invitation.
If your organization has set up incoming alerts to trigger an alert template, you can see invitations
on the Sent Alerts screen.
Invite an Unlisted Organization to Join AtHoc Connect
There might be times when you want to send alerts to organizations that are not yet in the AtHoc
Connect network. If you have their contact information, you can invite them to join BlackBerry
AtHoc by sending an invitation to an email address. The invitee can fill out a registration form and
sign up for a Basic license account from BlackBerry AtHoc.
To invite an unlisted organization, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the All Organizations link.
The directory of AtHoc Connect organizations opens.
3. Click the Invite Unlisted Organization button.
The Invite Unlisted Organization form opens.
Note: You can also invite an unlisted organization from the Sent Invitation screen.
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4. Enter the name and email address of the invitee organization.
Note: To improve the chances of the organization accepting the invitation, include the name
of a contact and provide a custom message so that the organization knows that this
invitation is coming from a known contact.
The organization then receives an email inviting them to register for AtHoc Connect. After
they register and join AtHoc Connect, you are automatically connected.
Subscribe to a Public Feed
You can subscribe to public feeds that have been made available on the AtHoc Connect network,
such as weather alerts.
To subscribe to a public feed, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the All Organizations link.
A directory of AtHoc Connect organizations and public feeds opens. Public feeds display a
Subscribe button instead of a Connect button in the Connection Request column.
3. Click the Subscribe button to receive updates as a connection to your network.
The Subscribe screen displays.
Tip: For details about how to set up an AtHoc Connect alert to trigger an alert template, see
Configure Mobile Alert Settings. This alert template should alert the operator that a
communication has come from another organization.
4. Click Get Alerts to send the subscribe request to the alert feed.
The subscribe request is processed immediately.
Manage Connect Requests and Invitations
There are two places where you view and respond to connect requests, and view and resend
invitations to outside organizations.
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For connect requests from or to an AtHoc Connect organization, go to Alerts > Inbox. Any
communication between you and another organization in the AtHoc Connect network is
available in the Inbox, including connect requests, or acceptance or declining messages.
You can also access recent requests from the Home page under the Organization(s) link in the
system status area. Click the View link after Request(s) to open the Inbox.
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To view invitations that you have sent to outside organizations, including the status of each one,
go to the Organizations > Sent Invitations list.
View Organization Connect Requests from Other Organizations
Roles: You must have the Connect Agreement Manager, Organization Administrator, or Enterprise
Administrator role to access the Organization menu and screen and to change AtHoc Connect settings.
You receive and respond to connection request from other Connect organizations in the Alert
Inbox.
To see your connect requests, complete the following steps:
1. Open the Inbox (do one of the following):
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From the Home page, click the View link next to Request(s) in the System status panel.
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In the Navigation bar, go to Alerts > Inbox.
The Invitations screen opens showing all incoming alerts, including connect requests.
Connect requests have a type of “Connect Update”.
2. To filter the list for Connect Updates:
a. Click Advanced and click the Select Alert types link.
b. Expand the list under Connect Update and select the types of updates you want to view
in the list.
c. Click OK and return to the list.
d. Click Search.
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3. Select a connect update from the Inbox list to view the contents in the details pane.
4. You can perform the following actions from the detail pane, depending on the type of request:
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Click the name link below the title to view the organization details.
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Click Mark as Reviewed to indicate that you have read the request or update.
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Click Accept or Decline to respond to a connection request.
Respond to a Connect Request from Another Organization
1. In the Navigation bar, click the Alert button.
2. Click the Inbox link.
The Inbox opens.
3. Click the Accept or Decline button for the request to which you want to respond.
View Alerts from AtHoc Connect Organizations
When publishing an alert between organizations, the sender sees the alert from their homepage.
The receiver can see the incoming alert in the following locations:
l In the Recently Received Alerts list on the homepage.
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In the incoming alerts list in the Inbox.
The receiver can reply to the incoming alert by clicking the Reply button that appears in the alert
row, as shown in the image above. The receiver can also forward the incoming alert to the local
organization or to other AtHoc Connect organizations by clicking the Forward Alert button in the
alert details section.
View Invitations Sent to Outside Organizations
View the Sent Invitations list to see the outside organizations that you have invited to join the
AtHoc Connect network.
To view sent invitations, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Sent Invitations link.
3. The list opens with each invitation, displaying the status of the invitation.
From the list you can perform the following tasks:
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Search for an invitation by organization name or email address.
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Sort on any column
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Invite additional outside organizations.
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View the status of any invitation:
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Pending
o
Failed
o
Expired,
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In Network-Connected
o
In Network-Unconnected
Resend an invitation if status is “Failed” or “Expired.”
Disconnect from a Connection
Roles: You must have the Connect Agreement Manager, Organization Administrator, or Enterprise
Administrator role to access the Organization menu and screens and to change AtHoc Connect settings.
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When you disconnect from an agreement to send or receive messages with another organization,
you disconnect from the entire relationship. For example, if you have added a connection to your
local police force to send and receive alerts and you decide to disconnect, you would then be
disconnected from both types of alerts.
If you want to disconnect from only one type of alert, you can change the connect agreement
instead.
To disconnect an organization, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Connected Organizations link.
3. Click the connection from which you want to disconnect.
4. Click the Disconnect button.
5. Click Confirm.
The relationship with the other organization is then immediately disconnected.
Unsubscribe from a Public Feed
To unsubscribe from a public feed, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Connected Organizations link.
A list of your connected organizations and public feeds opens.
3. Click to open the public feed from which you want to unsubscribe.
4. Click the Unsubscribe button to stop receiving the public feed.
5. Click Confirm.
Change the Connect Agreement with an Organization
A connect agreement represents the accepted request between two organizations for sending and
receiving alerts. For example, Southwest Fire Department (SWFD) sends an invitation to Acme
Home Health Care (AHHC) and selects send alerts. If AHHC accepts the invitation, this becomes
the connect agreement.
To change the connection agreement with the other organization, cancel the current agreement
and send a new invitation.
1. In the Navigation bar, click the Organizations button.
2. Click the Connected Organizations link.
3. Open the organization with whom you want to change the connect agreement.
Click the Disconnect button.
4. Click Confirm.
The connection status at the top of the screen then updates to "Not Connected."
5. Click Connect next to the same organization to create a new request.
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6. Select the new agreement choices.
7. (Recommended) Enter custom text that explains the change in the agreement.
8. Click the Send Request button.
You will receive a notification when the other organization accepts the request.
Send an Alert to Your BlackBerry AtHoc Connections
To target an AtHoc Connect organization when you sent an alert, complete the following steps:
1. Create an alert as described in the Create an Alert or the Create an Alert from an Existing
Alert Template section.
2. Click the Type dropdown list and specify the alert type, such as Fire, Geophysical, or
Meteorological.
3. Click the Severity dropdown list and specify a severity for the alert.
4. If you want responses from the other organization or if you want to provide additional
information, you can add the following content:
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Response Options: Provides responses in the alert for the receiving organization. If the
other organization uses a triggered alert template to alert end users, the end users can
respond using the options. You can verify that the organization has responded in the
tracking report.
A "More Info Link" URL: Provides a “More Information” link within the alert that opens
an external file stored on Dropbox or a Web page that contains additional content related
to the alert.
5. In the Location field, click the Add button and then select organizations within a geographical
area. Organizations within the shape area are targeted.
6. In the Target Organizations field, select each organization to which you want to send the alert.
You can also quickly select all organizations by selecting the Include all connected
organizations checkbox at the top of the Target Organizations section.
Tip: The “Include all connected organizations” option is dynamic. If you use this option in an
alert template, all future connections will be added to the list.
7. Complete and publish the alert.
The alert is sent to the AtHoc Connect organization and appears as an alert in the Recently
Received Alerts section of the homepage or Inbox of the receiver.
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If the alert has response options, users in the receiving organization can respond to the alert
from the Inbox.
If the receiving organization has triggered an alert template that sends the incoming alerts to
end users, the response options are provided. When the end user responds to the alert, the
originating organization can track the response as a response from the receiving organization.
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Manage AtHoc Account
Note: Only Accountability Managers, Accountability Officers, and Enterprise Administrators can
access the features and functions within AtHoc Account.
AtHoc Account can help you to create an efficient process to determine what the safety status of
the personnel in your organization is in a systematic way. In a disaster, you need to quickly
determine who is impacted, and who is safe.
Use AtHoc Account to plan ahead before an incident:
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Review and adjust the out-of-the box "Incident Recovery" template to account for personnel
during and after an emergency or a crisis situation.
Perform regular drills with the "Routine Accountability Exercise" template to evaluate the
effectiveness of workflow processes, accuracy of data, and end-to-end experience for users.
Use the "Incident Mitigation/Prevention" template to ensure awareness of preventive or
mitigation measures for seasonal events. For example, airborne viruses or hurricane season.
Use the "Incident Preparedness" template to check users' preparedness before an incident. For
example, have users evacuated the area or are they sheltering in place?
Assign dedicated Accountability Officers who can report on behalf of other personnel during an
incident.
Use AtHoc Account during an incident:
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Select the "Incident Recovery" template to collect the safety status of your users.
Quickly narrow down a large set of personnel to only those in an affected area by targeting
users by location advanced targeting.
Choose User Historical Status to capture any user status set by previous safety events or set
manually by the user.
Choose Accountability Officers to delegate status collection.
Start the event, which starts alerting all affected users and Accountability Officers. This will also
schedule reminder messages for users that do not reply to the first alerts.
As responses are received, monitor the situation in real time using the main event dashboard.
For users who do not respond to alerts, manually set status based on other communication
channels.
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Focus the deployment of your resources on those who need assistance.
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Export reports and send them to management and first responders.
Use AtHoc Account after an incident:
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Perform recall of key team member to restore operations with the "Restore Business
Operations" template.
Provide detailed report and analysis of your accountability processes to ensure more efficient
responses for future events.
Refine and adjust templates for future incidents.
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AtHoc Account Use Cases
Responding to a Terrorist Attack
A terrorist attack occurs near a company's satellite office. AtHoc Account enables the company's
emergency management team to target only employees in the area of the satellite office. Using
AtHoc Account's pre-planned workflow and templates, emergency management sends out a roll
call request to all employees at the satellite office. Because of the chaos, not everyone responds
immediately. In each round of alerting, AtHoc Account tracks employees who have not responded
and automatically re-sends another roll call request. Additionally, assigned Accountability Officers
help in accounting for staff by reporting on behalf of fellow employees they know are not in the
affected area because they were out of the office that day on vacation, were working from home, or
in another office for a conference.
After four rounds of alerts, fears are put to rest as HQ knows everyone is safe. After the incident,
the emergency management officer has detailed reports on how and when employees responded
to report back to the CEO to improve future incident response.
Weather Incident
A major city is hit by the strongest blizzard in 25 years, which causes the city to shut down key
metro rail and busing operations. The city operations manager needs to know when she can
restart transportation services, which requires a minimum number of key personnel to be available.
She uses AtHoc Account to initiate a recall process, asking employees when they would be able to
return to work. After three rounds of automatic alerts and reliance on Accountability Officers, the
manager can tell that there are enough available employees to return to work. With this
information, the operations manager is able to coordinate continuity of business operations.
Chemical Leak
A chemical leak occurs at the manufacturing plant near a company's headquarters. Using AtHoc
Account, the head safety and security officer initiates the pre-planned account procedure for
unplanned incidents to quickly assess the safety of all employees and to deploy resources to help
those in need. During the first round of alerts, only 30% of employees responded. AtHoc Account
automatically re-alerts unnacounted-for employees. Some employees misplace their phones
during the panic, so they are able to ask coworkers to report for them, bringing the total to 80%
after 30 minutes of the incident. Within 45 minutes, all personnel are accounted for, and the
security officer is able to send company shuttles to employees' locations to move them outside of
the affected areas quickly and safely.
Accountability Officer Workflow
Accountability Officers can provide status on behalf of other users during or after an accountability
event, and can generate accountability event reports.
Accountability Officers can be designated to serve as reporters based on location, job function, or
team membership. The Accountability Officer role can be added to any user with operator
permissions, or as a standalone role.
Before an Event
System administrators should include Accountability Officer messages with appropriate targeting
as part of their accountability templates. This enables administrators to quickly include
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Accountability Officers as part of their emergency accountability process. When creating a
template, administrators can include an initial message, tailored to Accountability Officers, that
informs them that an event has started and requests that the Accountability Officers begin
accounting for their users. Administrators can also configure an Accountability Officer ending
message, informing their Accountability Officers when an event has ended, or when all users that
the Accountability Officer is responsible for have a reported status.
During an Event
When an event begins, the system administrator selects an accountability template with
accountability officer messages already predefined in the system. During the publishing flow, the
system administrator has the option to add additional Accountability Officers prior to publishing the
accountability event.
Once the event is published, the Accountability Officer receives a notification that an accountability
event has started. The notification can contain instructions for the Accountability Officer about how
to report status on behalf of other affected users for the event. Notifications can be sent on any of
the devices targeted when the event was published. Devices are system based and can include
one or more of the following: email, phone, SMS, and mobile app. Email notifications can contain a
link which takes the Accountability Officer to the login screen of the BlackBerry AtHoc
management system. The severity of the notification email is the same as the severity set for the
accountability event.
After logging in, the Accountability Officer is sent directly to the Users tab of the live Accountability
Event for the specific organization or provider. The Users tab displays only the users with no
reported status for whom the Accountability Officer is responsible for reporting status. The
Accountability Officer can then select a single user, or multiple affected users, and update status on
their behalf.
Accountability Officers can view and export reports of the status of their users as the event
progresses.
After an Event
The Accountability Officer receives a notification in an email that the accountability event has
ended. The notification contains a link which takes the Accountability Officer to the login screen of
the BlackBerry AtHoc management system. After logging in, the Accountability Officers is sent
directly to the Users tab of the live Accountability Event for the specific organization or provider. On
the Event Dashboard, the Accountability Officer can view and export reports of their users after an
event has ended.
These reports detail the time each user reported status, what the status was, and how many users
reported their own status or had their status reported by an Accountability Officer.
Grant Accountability Officer Permissions
You can grant Accountability Officer permissions to users in your organization that you want to
provide status on behalf of others during live accountability events.
To designate a user in your organization as an Accountability Officer, complete the following steps:
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1. Click the Users tab.
2. Click on a user to whom you want to grant Accountability Officer permissions. The user
information page opens.
3. Click Edit Operator Permissions. The Operator Permissions screen opens.
4. Click the Operator Roles dropdown list and then click to select Accountability Officer.
5. Click Save to grant the user Accountability Officer permissions in the system.
Restrict the User Base for an Accountability Officer
The user base of an Accountability Officer can be restricted based on standard or user attributes
assigned to end users, as well as membership in organizational hierarchies. The user base is
defined using dynamic queries that are performed when an alert is created and when it is
published.
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Click anywhere in the row containing the Accountability Officer name.
The details of the Accountability Officer are displayed.
4. Click the Edit Operator Permissions button. The user details screen opens.
5. Scroll down to the User Base section and then click the Restricted radio button.
6. Click the Modify link that appears next to the Restricted radio button. The Create Conditions
screen appears.
7. Click the Select Attribute dropdown list and then select the first attribute you want to use as
restriction criteria.
8. In the Select Operator field, select the operator that you want to assign to the attribute.
Note: The list of operators varies depending on the type of attribute selected.
9. In the next field that appears, enter or select a value for the attribute.
10. (Optional) Click the Add Condition button and then repeat steps 7 through 9 for each
additional attribute condition you want to add.
11. (Optional) If your organization is set up to display organizations, in the
Organization Hierarchy section of the User Attribute dropdown list, select one or more
options that the operator can select from as alert targets.
Note: Users must belong to the selected organizational nodes and meet the other specified
attribute conditions in order to be included in a user base.
12. When you are done creating restriction criteria, click Apply.
13. (Optional) On the Operator Permissions screen, view the list of end users who meet the
criteria by clicking the View users link in the User Base section of the screen.
14. Click Save.
Create an Accountability Template
To create an accountability template, complete the following steps:
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1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Click the New button on the Accountability Templates screen, or select one of the out-of-thebox templates.
4. On the screen that appears, select or enter values in each of the following sections, details of
which can be found in the following topics:
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Accountability Template
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Event Details
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Affected Users
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User Messages and Workflow
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Accountability Officers
5. After you have reviewed the template details, click Save.
Define Accountability Template Details
The Accountability Template section is used to establish the identifying characteristics of an
accountability template in the system. To configure them, complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Click the New button to open the New Accountability Template screen, or select one of the
out-of-the box templates.
4. In the Name field of the Accountability Template section, enter a meaningful name for the
template to help Operators identify it. For example, "Account for People Post-Emergency."
The Name and Description display only in the BlackBerry AtHoc application. They are not
displayed to end users.
5. In the Description field, provide details about the purpose or content of the accountability
template. For example, “Start this event when you need to determine the location and safety
status of all your personnel following an emergency.” This description is not seen by end
users; it is visible only to operators within the BlackBerry AtHoc application.
6. When you are done, go to the section and configure the fields within it.
Define Details for an Accountability Template or Event
The Event Details section is used to define the key parts of an accountability event or template in
the system: the severity, type, name, description, status attributes, Website links, or location details
that are relevant.
To add details, complete the following steps:
1. (Optional) If you are creating an accountability event or template in a language other than
default language displayed on the screen, click the button next to the Type field and select the
language from the list that appears. Note that this does not change the language displayed on
the screen. Instead, it changes the language in which the message is delivered. If text-tospeech is enabled on the system, the audio portion of the event is delivered in the language
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you selected.
2. In the Severity field, select the severity level from the dropdown list.
Important: High severity is reserved for extreme emergencies. On the Mobile application, it
overrides the device sound settings to emit any sounds associated with the event
or template.
3. In the Type field, select the type of event or event template you are creating.
4. In the Name field, enter a one-line summary that communicates the purpose of the event or
template. There is a 100 character maximum in this field. The name is required and displays at
the top of the recipients' screen when the event is started.
5. (Optional) If you want to insert a placeholder into the event or template title, click the
(Expand) icon and select the placeholder in the dropdown list that appears.
6. In the Description field, enter up to 2000 characters of text that communicate why the event
has been created and provide instructions to the affected users.
7. (Optional) If you want to insert a placeholder into the event or template body, click the
(Expand) icon and select the placeholder in the dropdown list that appears.
8. (Optional) In the Location field, click the Add button to access a map on which you can
designate a geographic area for the event or template.
For a detailed description on how to specify a geographic location, see Select an Alert or
Event Location.
9. (Optional) In the More Info Link field, enter one of the following:
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l
A URL that opens a Web page where users can go to get more details about the event
when an alert is sent out. When users receive alerts generated from the event, a For
Further Information link within it will take them to the Web page.
A URL that opens an attachment (media or documents) stored on Dropbox. For details
on how to store an attachment on Dropbox, see Add an Attachment Using Dropbox.
10. If you entered a URL in Step 9, click the Test URL link to verify that the link works correctly.
11. In the Status field, click the dropdown list to view pre-defined statuses you can add to the
event or template. The Status field represents the response options the event recipient can
choose from when responding to the event alert. Each status comes with a set of pre-defined
responses that event recipients must choose from in order to stop receiving follow-up
messages for the same event. You can create customized accountability statuses. See
Create a Custom Accountability Status Response
12. When you are done, go to the Affected Users section and configure the fields within it. See
Define Affected Users for an Accountability Template or Event.
Create a Custom Accountability Status Response
You can create custom accountability status responses. An accountability status response enables
you to customize the responses available to accountability event end users. You can also select
one of the out-of-the-box user status responses. To create a custom accountability status,
complete the following steps:
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1. In the Navigation bar, click Settings.
2. In the Users region, click User Attributes.
3. Select Status from the New dropdown.
4. Enter a name for the accountability status.
5. Click Add value to add a new status. Enter a value for the accountability status. For example,
"I am safe."
6. Click Save.
7. Click Add value to add additional status response values.
8. Click Save to save each status response value.
9. Click Save to save the Status user attribute. The Status accountability user attribute is
available to select when creating an accountability template and appears in the Status
pulldown.
Define Affected Users for an Accountability Template or Event
The Affected Users section enables you to identify the users you want to send an event to or block
from receiving the event. As you create an event or template, users can be identified based on their
names, attributes, roles, group memberships, distribution list memberships, or physical locations.
As the event progresses, the affected users list updates in real time. For example, if you select to
notify "By Location" if additional people enter the selected area during an event with tracking
enabled on their mobile device they are added to the list of affected users and begin receiving
messages.
Target Affected Users By Groups
Using the By Groups tab, Operators can target groups of users based on their memberships in
organizational hierarchical nodes and in distribution lists. Alerts generated from the event are sent
to users within the selected groups.
The Operator can also block recipient groups (exclude them from receiving alerts generated from
the event).
The Group target categories displayed are:
l
l
Organizational Hierarchy—If your system is set up for them. The "All User Base" is the first
node that appears and is the only node from the hierarchy that appears when collapsed.
Distribution Lists—Static and dynamic
Note: The Administrator can restrict the contents of these categories for each Operator. For
example, an Operator might have permission to view only one of four organizational
hierarchies.
To select groups of users as recipients of alerts generated from the event, complete the following
steps:
1. In the Affected Users section, click the By Groups tab if it is not already selected.
2. In the Groups field, select the checkbox beside each group or distribution list that you want to
target.
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If you select a group or distribution list that contains sub-groups or sub-distribution lists, those
are automatically selected, too. However, any of them can be manually deselected by clicking
the checkbox beside its name. If you select all of the sub-groups or sub-distribution lists
manually, the parent group or distribution list is not automatically selected.
Note: The presence of a black square (or a black hyphen if you are using Google Chrome) in
a checkbox indicates that some of its sub-groups or sub-distribution lists have been
selected and some have not.
Target or Block Affected Users Individually
Targeting users can be done through the By Users tab in the Affected Users section by completing
the following steps:
1. In the Affected Users section, click the By Users tab.
2. In the Users field, click the Add/Block Users link.
3. On the Add/Block Users screen that appears, select the checkbox beside each user you want
to target in the alert and click the Block link beside any user you want to block from receiving
alerts generated from the event.
Note: If the user's name does not appear on the screen, enter the name in the search field,
then click Search.
As you select (and block) users, the total number selected updates automatically at the top of
the screen and the total number targeted and blocked appears below the search field.
4. After you have selected all users you want to include or block, click the Apply button.
The Users screen then reappears, displaying the names of the users you added with a
(Checkmark) icon beside their name. If you blocked any users, a
next to their name.
Note: To remove a targeted user from the recipient list, click the
their name.
(Blocked) icon appears
(Remove) icon next to
Target Affected Users By Location
In order to target affected users by location, you must first define a location in the Event Details
section of the event or template. For detailed instructions, see Select an Alert or Event Location.
To target users based on a geographical location that you select on a map, complete the following
steps:
1. In the Affected Users section, click the By Location tab.
2. Select the checkbox beside the phrase Users in the defined location.
The Affected Users Summary field at the bottom of the Affected Users section then updates
automatically to display the total number of locations on the map that will be used to target
recipients when events are generated from the template.
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3. Click the number in the By Location field to open a new screen that displays a map showing
each of the locations that have been targeted. This is the same map that can be seen in the
Location field within the Event Details section above.
Target or Block Affected Users by Advanced Query
You can perform ad hoc targeting or blocking of users based on general attributes, organization
hierarchies, geolocation, user attributes, or device types. To target or block users based on
advanced query criteria, complete the following steps:
1. In the Affected Users section, click the By Advanced Query tab.
2. Click the Add Condition link.
3. In the Select Attribute dropdown list, select the first attribute, organization hierarchy,
geolocation, user attribute, or device you want to use as targeting criteria.
4. In the Select Operation field, select the operation that you want to assign to the attribute. To
block users who have specific attributes, select a negative operator such as not equals or
does not contain.
Note: The list of operators varies depending on the type of attribute selected.
5. If the Operator you selected in Step 4 requires additional query values, a third field appears on
the screen. Enter or select a value for the attribute.
6. (Optional) Click the Add Condition link and then repeat steps 3 through 5 for each additional
condition you want to add.
Note: In order to be included in the target group, users must meet all conditions specified by
the condition statements.
The Affected Users Summary field at the bottom of the Affected Users section updates
automatically to display the total number of users who match all of the query conditions you
have created.
7. (Optional) Click the number in the By Advanced Query field within the Affected Users
Summary to view a screen that displays the criteria that you created for the advanced query.
8. (Optional) Modify the query conditions as needed to isolate the exact user group you want to
send event-generated alerts to. You can add more conditions by clicking the Add Condition
link or remove existing conditions by clicking the icon beside the condition.
Select Personal Devices for an Accountability Template or Event
After selecting the users or groups you want to include in the event or template, you must select the
personal devices that will be used to contact the target group. To select personal devices, complete
the following steps:
1. In the Affected Users section, click the Select Personal Devices tab.
A list of all available personal devices appears, accompanied by statistics that reveal the total
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number of your selected users who can be reached by each device type.
2. Select the checkbox next to each personal device you want to include.
As you select devices, the pie chart on the side of the screen updates to show the number of
reachable and unreachable users based on your current selections.
3. (Optional) Click the number beside the Total Affected field to view a Users screen that
shows the username and organizational hierarchy for each of the users in the target group.
4. (Optional) Click the numbers next to the Reachable Users and Unreachable Users fields to
view separate popup screens providing user details for those subgroups.
Note: If no users are reachable based on the targeted users and devices you select, the event is
not publishable.
Specify Personal Device Options for a Template or Event
After you select personal devices for an event or template, you can specify options for most of the
devices by completing the following steps:
1. In the Affected Users field, click the Select Personal Devices tab.
2. In the Personal Devices field, select the checkboxes next to the personal devices you want to
use as targeting methods.
3. Click the Options link in the top corner of the Personal Devices field.
The Personal Devices Options screen opens, displaying separate tabs and separate options
for each of the devices you selected in Step 2.
4. After selecting options, click the Apply button at the bottom of the screen.
The following table details the options that are available for the most common device types.
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Device
Type
Desktop
Popup
Options
App Template
Explanation
l
l
l
l
All desktop popup event messages display the severity and type,
and, if available, a link to the event location. BlackBerry AtHoc
provides default templates, one for each type of severity: High,
Moderate, Low, Informational, Unknown.
Specify the desktop delivery template, either the default template or
a custom template.
If you choose Use Custom Template, you can pick from any
existing templates.
Best Practice: Click the Preview button to preview the custom
template.
Important: If your operating system has been magnified to 150% or
higher, reduce the amount of text in the event message. If
the event message exceeds the size of the event dialog,
the scroll bars might be unavailable.
App Audio
l
l
Email
Email Template
Message
Content
l
l
l
Text
Content Sent Via
Messaging Text
l
l
l
l
Select whether to use the default or a custom audio sound. The
default audio is predefined by your organization.
If you choose Use Custom Audio, you can pick from any existing
audio sound. Best Practice: Click the ► button to preview audio
selections.
Specify the email template, either the default template or a custom
template. BlackBerry AtHoc provides default templates, one for each
type of severity: High, Moderate, Low, Informational, Forgot
Password
Select the Alert Title and Body radio button to use the information
in the alert title and body fields as the email message content.
Select the Custom Text radio button to enter a custom subject and
message body as the email message content.
Select the Alert Title and Body radio button to use the information
in the alert title and body fields as the text message content.
Select the Alert Title radio button to use only the information in the
alert title as the text message content.
Select the Custom Text radio button to enter a custom message as
the text message content.
Targeted users within countries that have a provisioned SMS country
code can respond to SMS alerts. Users within countries that do not
have a provisioned country code cannot respond to SMS alerts. For
more information, including a list of countries with a provisioned
code, refer to How does AtHoc SMS support sending text messages
to countries abroad? on the BlackBerry AtHoc Support site.
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Device
Type
Pager
Options
Content
Explanation
l
l
Cisco
IP Phone
Display
Alert Image
l
l
l
Ringtone
l
l
Audio Broadcast
l
l
l
l
l
Select the Alert Title and Body radio button to use the information
in the alert title and body fields as the pager message content.
Select the Custom Text radio button to enter a custom message as
the pager message content.
Select the None radio button if you do not want an image to
accompany the alert.
Select the Image radio button to select an image from a predefined
list.
Select the Online Image radio button to enter the URL for an image
that you want to accompany the alert.
Select the No Ringtone radio button if you do not want a ringtone to
play before the alert
Select the Use Ringtone radio button to select a ringtone from a
predefined list. The tone will sound before the alert content plays.
Select the No audio message option from the dropdown list if you
want no audio to play when the alert is received.
Select the Audio - Title and Body option from the list if you want
the alert title and body to play when the alert is received. If you select
this option, you have the option of setting the alert to replay as many
times as you want.
Select the Audio - Title Only option from the list if you want the
alert title to play when the alert is received. If you select this option,
you have the option of setting the alert to replay as many times as
you want.
Select the Audio - Body Only option from the list if you want the
alert body to play when the alert is received. If you select this option,
you have the option of setting the alert to replay as many times as
you want.
Select the Custom option from the list if you want to enter custom
text for the alert. If you select this option, you have the option of
setting the alert to replay as many times as you want.
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Device
Type
Phone
Options
Phone Message
Content
Explanation
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l
Recipient
Answers the Call
Recipient Does
Not Answer the
Call
Select the Send Alert Title and Body radio button to use the
information in the alert title and body fields as the phone message
content.
Select the Send Custom Text radio button to enter a custom title
and message body as the phone message content.
Select what you want to happen after the recipient answers the call:
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Deliver alert without any authentication
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Deliver alert only after the provided PIN is entered
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Deliver alert only after user validation
Select what you want to happen if the call is not answered:
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Deliver alert as voice mail
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Leave callback information in the voicemail
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No voice mail
Requires
Select if the alert has no response options. The acknowledgment steps
Acknowledgment are provided at the end of the alert
Stop Calling
Options
Select the criteria you want to use to stop calls from being made to the
alert recipient:
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Recipient acknowledged the message
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Recipient listened to entire message
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Entire message left on piecemeal
Call Attempts
Enter the number of attempts the system should make to contact each
recipient.
Retry Interval
Enter the amount of time that must elapse before the system tries again
to contact the recipient.
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Device
Type
Options
BlackBerry Repeat
AtHoc
Notification
Mobile App
Explanation
Each alert is only sent once. This option is used to specify if and how
often notifications about the alert are repeated on a mobile device.
l
l
l
None: Send the alert notification once
Default: Use the default time that has been defined for the selected
severity.
o
For alerts with a severity level of High, the default is one
notification a minute for 10 minutes.
o
For alerts with a severity of Moderate, Low, Informational, or
Unknown, the default is one notification a minute for 2 minutes.
Custom:
o
Select how long to repeat the notification if the user does not
respond.
o
Select how long to pause between each repetition.
Note: Ensure that the pause time is smaller than the repetition
timeframe. For example, you can set the Stop
Repetition After value for 5 minutes, and the Pause
between Notifications value to 30 seconds - the
notification can be repeated up to 9 times.
However, if the Stop Repetition After value is 5
minutes, but the Pause between Notifications value is
6 minutes, the notification is repeated only once.
Alert notifications repeat until one of the following occurs:
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The recipient responds to the alert from at least one device
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The defined timeframe for repeat notifications elapses
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The alert ends
Define User Messages and Workflow for an Accountability Template
or Event
After selecting the personal devices you want to include in the event or template, you must define
the workflow and messaging for the event.
1. In the User Messages and Workflow section, set the duration of the event in minutes, hours,
or days.
2. (Optional) If you want to include the status of each recipient from before the event started in
the event statistics (either set by previous safety events or set manually by the user), select the
User Historical Status Enabled checkbox. Specify how many days, minutes, or hours
before the start of the event you want to start tracking user statuses.
3. In the User Messages field, click any of the Message lines to expand the section and view the
current title and body for the Initial, Reminder, and Ending messages.
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4. By default, the checkbox for each message type is selected. Deselect the checkbox next to
any of the messages you do not want to send.
5. Click the Edit button next to any of the messages to change its content. The edit screen that
appears contains text-entry fields for the message title and body. If you want to include an
event placeholder rather than or in addition to regular text, click the button within the textentry field and select the placeholder you want to add to the event title or description.
6. For the editable Reminder Message screen only, select a time span in the Send reminder
messages to users every field.
7. Click Apply to save any changes you make to the message content.
8. (Optional) In the User Messages field, click Preview to see how the event messages will look
to recipients.
9. Click Save at the top of the screen to save all of the event details and settings.
Add Accountability Officers
After defining the user messages and workflow for an accountability template or event, you can
add Accountability Officers to the event or template.
To add an Accountability Officer to an accountability template or event, complete the following
steps:
1. Click the Add Accountability Officers link in the Accountability Officers section of
accountability template or event. The Add Accountability Officers window opens and displays
any users in the organization with Accountability Officer permissions.
2. Select the checkbox next to each user you want to add as an Accountability Officer to the
accountability event or template.
3. Click Apply. The Accountability Officers are displayed in the Informed Accountability officers
area.
4. Click Save at the top of the screen to save all of the accountability event details and settings.
Define Accountability Officer Messages
After adding Accountability Officers to your accountability template or event, you can create
Accountability Officer messages for the event. Use these messages to inform your designated
Accountability Officers that an accountability event has started or ended and to report status on
behalf of their users.
1. The checkbox for the Initial and Ending accountability officer messages are selected by
default. Deselect the checkbox if you do not want to send an Initial or Ending accountability
officer message.
2. Click the Edit button next to either of the messages to change its content. The edit screen that
appears contains text-entry fields for the message title and body. If you want to include an
event placeholder rather than or in addition to regular text, click the button in the text-entry
field and select the placeholder you want to add to the message title or description.
3. Click Apply to save any changes.
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4. (Optional) In the Initial Message or Ending Message field, click Preview to see how the event
will look to the assigned Accountability Officers.
5. Click Save at the top of the screen to save all of the accountability event details and settings.
Edit an Accountability Template
Within BlackBerry AtHoc, accountability templates typically consist of event details, statuses, a list
of affected recipients, a list of delivery devices for a specific event, and messages and workflow
settings.
You can edit an existing accountability template to change features such as the default header,
body text, and affected audience by completing the following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Use the search field or scroll down in the accountability templates list to locate the
accountability template you want to edit.
4. Click the name of the template.
5. Edit values in any of the following sections:
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Accountability Template
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Event Details
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Affected Users
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Messages and Workflow
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Accountability Officers
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Accountability Officer Messages
6. Click the Save button.
Duplicate an Accountability Template
Duplicate an accountability template to create an exact copy. Duplicating speeds the creation of
similar templates.
You can duplicate any template that contains a checkbox beside its name by completing the
following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Use the search field or scroll down in the template list to locate the accountability template you
want to duplicate.
4. Select the checkbox next to the template name.
Note: If the template does not have a checkbox next to its name, it cannot be duplicated.
5. Click the Duplicate button at the top of the screen.
A Copy of <Template name> screen appears, displaying all of the values that were part of
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the original template.
6. Make whatever changes you want to the template details.
Note: At a minimum, you should change the name of the template so that you can distinguish
it from the original.
7. Click Save.
The screen refreshes and the new template appears in the list on the Accountability
Templates screen.
Delete an Accountability Template
You can delete accountability templates individually or in groups from the Accountability Templates
screen by completing the following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Use the search field or scroll down in the list to locate each of the templates you want to
delete.
4. Select the checkbox beside each template that you want to delete.
5. Click the Delete button at the top of the screen.
A confirmation popup screen opens, listing each of the templates you are about to delete.
6. Click Delete to delete the template or templates.
Configure Accountability Template Settings
The contents and behavior of the different sections of the accountability template creation screen
are controlled from a central Accountability Template Settings screen.
The visibility settings you select affect all events that are started from the template. For example, if
you choose to hide the Severity field from a template called "Accountability – Severe Weather,"
that field will be hidden for all events that are started from that template.
You can customize the visibility settings for the fields in the Event Details, Affected Users, and
Messages and Workflow sections of the event creation screen.
Manage Visibility Options for Event Details Fields
To manage the visibility settings for the Event Details fields in an accountability template, complete
the following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the accountability template.
The Accountability Template Settings screen appears with the Event Details tab open by
default.
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5. In the Enable section, select the checkboxes next to each of the content options you want to
make visible to operators who are creating events based on this template. You can show or
hide any of the following options within the Event Details section:
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Location—Select this checkbox if you want users creating events from this template to
be able to designate on a map a specific location for the event.
Is Location Mandatory—Select this checkbox if you want to force users to designate a
location for the event on a map.
Dropbox—Select this checkbox if you want users to be able to include an attachment in
an event. Users can then upload media or documents on Dropbox and include a link to
those resources within the event.
Show Severity field—Select this checkbox if you want event creators to be able to
select a severity for the event. Some events have a default severity, so selecting this
option enables creators to change the default before starting the event.
Show Type field—Select this checkbox if you want event creators to be able to select
from a predefined list of event types while creating the event.
6. In the Visibility in Event section, do one of the following:
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Select the Show Event Details section radio button, then select the checkboxes
beside each option you want to make available in the template.
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Select the Show as initially collapsed checkbox if you want the Event Details
section to display in its collapsed state when the template is first opened.
Select the Show as read-only and prevent operator from editing checkbox if
you want the template Event Details section to be visible, but not editable.
Select the Hide Event Details section radio button if you do not want users who are
creating events from the template to be able to see the Event Details section.
Note: If a section of the template is not ready, you cannot set the visibility options for that
section to "Read-Only" or "Hide."
7. Click Apply.
Manage Visibility Options for Affected Users Fields
To manage the visibility settings for the accountability template Affected Users fields, complete the
following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the accountability template.
5. On the Accountability Template Settings screen that appears, click the Affected Users tab.
6. In the Enable Targeting section, select the checkboxes beside each of the user targeting
options you want to make visible to users who are creating events based on this template.
Note: You must select at least one targeting method.
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You can show or hide any of the following options for targeting users:
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By Groups
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By Name
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By Advanced Query
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By Location
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By Personal Devices. This option displays a list of all personal devices you can make
visible or hide from users who are creating events based on the template.
7. In the Visibility in Event section, do one of the following:
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Select the Show Affected Users section radio button, then select the checkboxes
beside each option you want to make available to users who are creating accountability
events from the template.
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Select the Show as initially collapsed checkbox if you want the Affected Users
section to display in its collapsed state when the template is first opened by the
accountability event creator.
Select the Show as read-only and prevent operator from editing checkbox if
you want the accountability event creator to be able to see the Affected Users
section without being able to edit any fields within it.
Select the Hide Affected Users section radio button if you do not want users who are
creating accountability events from the template to be able to see the Affected Users
section.
Note: If a section of the template is not ready for publication, you cannot set the visibility
options for that section to "Read-Only" or "Hide."
8. Click Apply.
Manage Visibility Options for User Messages and Workflow Fields
To manage the visibility settings for the accountability template Messages and Workflow fields,
complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Click the New button.
4. Click the Settings button on the details screen for the accountability template.
On the Accountability Template Settings screen that appears, click the User Messages and
Workflow tab.
5. In the Visibility in Event section, do one of the following:
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Select the Show User Messages and Workflow section radio button, then select the
checkboxes next to each option you want to make available to users who are creating
events from the template.
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Select the Show as initially collapsed checkbox if you want the Messages and
Workflow section to display in its collapsed state when the template is first opened
by the event creator.
Select the Show as read-only and prevent operator from editing checkbox if
you the event creator to be able to see the Messages and Workflow section without
being able to edit any fields within it.
Select the Hide Messages and Workflow section radio button if you do not want users
who are creating events from the template to be able to see the Messages and Workflow
section.
Note: If a section of the template is not ready for publication, you cannot set the visibility
options for that section to "Read-Only" or "Hide."
6. Click Apply.
Manage Visibility Options for Accountability Officer Fields
To manage the visibility settings for the accountability template Messages and Workflow fields,
complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the Accountability Templates link.
3. Double click on an existing accountability template, or click the New button to create a new
accountability template.
4. Click the Settings button on the details screen for the accountability template. The
Accountability Template Settings page opens.
5. Click the Accountability Officers tab.
6. (Optional) Select the Show Accountability Officer Messages check box.
Note: When Show Accountability Officer Messages is not checked, each message
section is hidden, but users can still select each message section to have it available
during event creation.
7. In the Visibility in Event section, do one of the following:
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Select the Show Accountability Officer section radio button, and then select the
checkboxes next to each option you want to make available to users who are creating
events from the template.
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Select the Show as initially collapsed checkbox if you want the
Accountability Officer Messages section to display in its collapsed state when the
template is first opened by the event creator.
Select the Show as read-only and prevent accountability managers from
editing checkbox if you the event creator to be able to see the Accountability Officer
Messages section without being able to edit any fields within it.
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Select the Hide Accountability Officer section radio button if you do not want users
who are creating events from the template to be able to see the Accountability Officer
Messages section.
Note: If a section of the template is not ready for publication, you cannot set the visibility
options for that section to "Read-Only" or "Hide."
8. Click Apply.
Manage Accountability Events
The following sections describe how to create and manage AtHoc Account events:
Start an Accountability Event
Tip: In BlackBerry AtHoc, click Complete a Task> Personnel Accountability > Create a New
Accountability Event to view a guided walk-through of this task.
To start a new accountability event, complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the New Event link. The Select Accountability Template screen opens.
3. Click the Select button next to the template you want to use as the basis for the event.
4. Refer to the following topics for detailed instructions on how to fill in or modify existing content
in the template and identify affected users:
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Event Details
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Affected Users
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User Messages and Workflow
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Accountability Officers
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Accountability Officer Messages
5. When you have finished creating the event, click Review and Start to review the details and
settings for the event before starting it.
6. If you need to change anything, click Cancel on the Review and Start screen and then make
the changes on the event creation screen.
7. Click Start.
Search for and Sort Accountability Events
The accountability events search engine matches any set of letters or numbers anywhere in an
accountability template name or description and is not case-sensitive. You can search using
multiple terms. Each search term entry creates a separate pill and has an AND condition between
them.
Wildcards are not supported in searches.
To search for an accountability event, complete the following steps:
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1. In the Navigation bar, click the Account button.
2. Click the All Events link.
3. On the Accountability Events screen, type or paste a word or phrase found in the event title in
the search box and then click the search icon or press Enter.
4. (Optional) Click the Advanced link next to the search box. In the Advanced Filter window, you
can select to filter events by severity, event status, status attribute, or by date.
5. (Optional—Enterprise organizations) In the Advanced Filter window, select an organization
from the Event From menu to view accountability events from sub organizations.
6. (Optional—Enterprise organizations with sub organizations) Click the options next to the All
Accountability Events menu to view events from only the organization you are currently
logged in to, only sub organizations, or all organizations.
7. Click the Search icon.
You can sort the list of accountability events by Name, Event Status, Start Time, or Started By
values by clicking the corresponding column header.
Change the End Time of a Live Event
After an Accountability Event has been published and is still live, you can change the end time of
the event.
To change the end time of a live accountability event, complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the All Events link.
3. Click the accountability event whose end time you want to change.
4. On the Accountability Events Summary tab, select Change End Time from the More
Actions menu. The Change End Time window opens and displays the current end time.
5. Select the new end time and then click Apply.
You can also change the end time of a live accountability event from the Details tab of the
accountability event. Scroll down to the Messages and Workflow section and then click the
Change End Time link.
Report on Behalf of Users
Tip: In BlackBerry AtHoc, click Complete a Task> Personnel Accountability >Report on
Behalf of Users to view a guided walk-through of this task.
A value of AtHoc Account is that you can designate Accountability Officers who can update the
status of users on their behalf. If the Accountability Officer is aware of user statuses, perhaps from
their supervisor or a call they made to the call center, they can update their status in the system.
When you start an accountability event, you can specify emails to be sent directly to Accountability
Officers. The Accountability Officer email contains a link that takes them directly to the Users tab of
the Accountability Event in the BlackBerry AtHoc Management console. Only users who do not
have a status for the event are displayed, enabling the Accountability Officer to quickly respond on
behalf of those users.
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While an event is live, you can manually report the status of a user a by completing the following
steps:
1. In the Navigation bar, click Account.
2. Click the All Events link.
3. On the Accountability Events screen, click the event whose user statuses you want to update.
4. On the event dashboard screen, click the Users tab.
5. To change the status for a single user, click the edit icon in the Status column. To update the
status for multiple users, select the checkboxes next to their names, and then click the
Change Status button at the top of the screen. The Change Status for selected users
screen opens.
Note: The Change Status button appears only while the event is live.
6. Select the radio button next to the status you want to set for the user.
7. (Optional) In the Comments field, enter details about why you are manually updating the user
status. For example, "User showed up in the office and is out of the event zone" or "User is
part of a group that called in their statuses together."
8. Click Apply to update the user status for the event.
The Users tab updates the user's details and displays the updated status in the Status
column and the word "Operator" in the Updated By column, indicating that the status was
provided by an Operator.
End an Accountability Event
You can end a live event in two ways: from the Accountability Event screen and from within the
event details screen.
From the Accountability Event screen:
1. In the Navigation bar, click the Account button.
2. Click the All Events link.
3. On the Accountability Events screen, select the checkbox beside the event you want to end.
4. Click the End button at the top of the screen.
From the event details screen:
1. In the Navigation bar, click the Account button.
2. Click the All Events link.
3. On the Accountability Events screen, click anywhere in the line for the event you want to end.
4. On the event details screen that opens, click the End Event button at the top of the screen.
Generate an Accountability Event Report
Tip: In BlackBerry AtHoc, click Complete a Task> Personnel Accountability > Generate an
Accountability Event Report to view a guided walk-through of this task.
To export an accountability event report, complete the following steps:
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1. In the Navigation bar, click Account.
2. Click the All Events link. The Accountability Events window opens.
3. Click the event whose details you want to export as a report. The Event Dashboard screen
opens.
4. (Optional) Apply filters on the Users and Hierarchy tabs.
5. Click Export. The Export Event window opens.
6. Select the format for the export: PDF or CSV.
7. (Optional) Add a description to the report. For PDFs, the description appears under the report
title and above the report content. For CSV files, the description appears as the first line in the
file.
8. (Optional) Select the Summary checkbox to include the information on the Summary tab. The
PDF will display a pie chart and bar graph. The CSV file will display the summary in tabular
form.
9. (Optional) Select the Hierarchy checkbox to include a breakdown of all user statuses by
organization hierarchy. If you have applied a filter in the Hierarchy tab, the View Filters link
appears under the Users with status checkbox.
10. (Optional) In the Users with status dropdown list, select the kind of user for whom you want
to see event details. This is a useful tool for quickly generating a list of all users who have not
yet responded to alerts associated with the event or who have responded that they need help.
You can also generate a list of all affected users, all users with any status, or users with a
specific status. If you have applied a filter in the Users tab, the View Filters link appears under
the Users with status checkbox.
Note: At least one of the checkboxes must be selected in order to generate a report.
11. Click Export to generate the report.
Delete an Accountability Event
To delete an accountability event, complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the All Events link.
3. On the Accountability Events screen, select the checkbox beside the event you want to delete.
4. Click Delete.
5. On the confirmation screen that pops up, click Confirm.
The event is then removed from the Accountability Events screen.
Note: You cannot delete an accountability event that is in progress.
View Accountability Events
To view the details of individual live and ended accountability events, complete the following steps:
1. In the Navigation bar, click the Account button.
2. Click the All Events link.
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3. On the Accountability Events screen, click anywhere on the line containing the event whose
details you want to view.
A detailed dashboard for the event appears, with the event information contained within the
following tabs:
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Summary
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Users
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Hierarchy
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Activity
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Details
Note: If you are an Accountability Officer or Accountability Manager with restricted user base
permissions, only restricted users are visible in the event dashboard. A banner on all tabs of
the event dashboard indicates how many affected users out of the total number for the
event are accessible for you.
If you are viewing the Accountability Events screen from an Enterprise Organization, accountability
events created by your sub organizations are also displayed. The Organization column displays the
name of the Enterprise or sub organization.
You can use the Advanced search field to view accountability events from the organization you are
currently logged in to, or specific sub organizations. You can use the All Accountability Events
arrow to view events from only the organization you are currently logged in to, only sub
organizations, or all organizations.
View an Accountability Event Summary
The Accountability Event Summary tab is divided into two sections:
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A listing of users statuses and a graphical representation of that information
A chart that shows the cumulative number of users who have had their status determined over
the timeline of the event
List of User Statuses
The top of the Summary tab contains a list of all of the available statuses for the event and the
number of users who currently have each status. It also displays the percentage of overall users
who have each status. Note that these statistics are cumulative. They include statuses provided by
users from all alerts generated in relation to the event.
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Clicking a number or percentage in this field opens the Users tab, which displays only the users
who have the status you clicked.
Clicking the dropdown arrow next to the percentage value displays a menu with two options:
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View—The same functionality as clicking the number or percentage. Opens the Users tab
displaying only the users with the status you clicked.
Send Alert—Takes you to a details screen for the alert that the event is associated with in
the system. The alert is automatically targeted at the users who have the status you clicked
on in the Summary screen. Using this alert details screen, you can modify the alert and
then resend it to the targeted users.
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Note: If you click Cancel in the details screen, you are taken to the Sent Alerts screen.
The individual alerts in an accountability event are displayed on the Sent Alerts
screen, but the aggregated messages for accountability events themselves are not.
Click Account > All Events to return to the list of accountability events.
At the bottom of the list of user statuses section, the Updated by User and Updated by
Operator fields tell you how many of the statuses listed on the screen were provided by users
versus provided by Operators on behalf of users. While the event is live, an Update status on
behalf of users button appears next to these fields. Clicking it takes you to the Users tab where
you can manually update user statuses. After an event ends, this button disappears and you can
no longer update user statuses.
Status Chart
The status chart section of the Summary tab displays a timeline with two different elements on it:
White vertical bars display the total number of users targeted in the initial and all subsequent
alerts. This number normally decreases over time as more and more users provide their statuses
and are thus excluded from subsequent reminder alerts. The final alert is sent to all users to notify
them that the event has concluded.
A green continuous line displays the total number of users over time who have provided their
status.
The chart title is Users With Status Over Time ( <X> Alert(s) Sent). Clicking the number of
alerts in the title opens the Activity tab for the event, listing details of the original alert, ending alert
(if the event has ended) and any reminder alerts that are in the queue or that have been sent.
The white bars and the green line can be toggled on and off individually by clicking the
corresponding text in the line below the chart.
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In addition to providing information on the progress of the event, the chart allows you to tell at a
glance when statuses have been recorded for all users, making additional reminder alerts
unnecessary. At that point, you can click the End Event button at the top of the screen. This halts
all queued reminder alerts and causes an Ending Alert to be sent to all affected users.
Accountability Event Users Tab
The Accountability Event Users tab lists all users who are affected by the event and provides
information as to their current statuses. The default columns that appear on the screen are:
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User name
Status—While the event is live, the status that appears for each user is a hyperlink that opens
the Change Status for selected user screen where you can select a different status for a
user or add, edit, or delete comments relating to the user's status. After the event finishes, the
values in the Status column change to flat text with no hyperlinks.
Source—The Source column indicates whether the status information for the user was
provided directly by the user or if it was added manually by an Operator.
Time Responded
Comments—The Comments column displays status-related information about a user when
the user's status was added manually by an Operator. Examples of comments that might
appear in this column include "User showed up in the office and is out of the event zone" or
"User is part of a group that called in their statuses together."
Add/Reset—The Add link allows you to access a list of user attributes that you can add as
columns in the list. The Reset link allows you to reset the list to the default column layout.
Use the Advanced button next to the search field to run an advanced search of the users who
appear on the screen. This is useful during events when it is necessary to classify users in the list
based on attributes such as work location, medical training, or organization membership.
Use the Groups (
distribution list.
) button to filter the list of users by groups such as organization hierarchy or
You can filter the types of users you see in the Users list by clicking the dropdown link that appears
below the main search field and selecting the status type you want to display.
Although the specific statuses that appear in the list vary depending on the sort of event that was
created, the All Affected Users, All Statuses, and No Status options always appear in the list.
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The All Affected Users includes everyone affected by the event, regardless of whether they
have a status recorded for the event.
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The All Statuses option displays only users who have a status recorded for the event.
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The No Status option displays only users who do not have a status recorded for the event.
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View Accountability Event Status by Organization
The Accountability Event Hierarchy tab displays all event statuses based on the hierarchy of the
organization to which affected users belong. Presented in a table format, each possible status
appears as a column and each organizational hierarchy level appears as a separate row.
The numbers in each cell represent the number of users who are at the selected hierarchy level
and who have the selected status. Click any number in a cell to open the Users tab with the
hierarchy level pre-selected as a search criteria and the relevant users displayed in the users list.
The Hierarchy tab displays event statuses sorted by organization hierarchy by default.
When logged in to an Enterprise organization, the hierarchy includes All Users as a parent node
and sub organizations as child nodes. The All Users node includes an aggregate of all sub
organizations.
When logged in to an Enterprise Organization without any sub organizations, the hierarchy of the
Enterprise organization is displayed.
View Accountability Event Activity
The Accountability Event Activity tab displays all alerts that have been sent and that are queued up
to be sent during the event.
At the start of an event, the Activity tab displays the Start Alert with a status of Live and a View
Alert link in the Actions column. If reminder alerts are enabled for the event, a Reminder Alert line
appears next in the list, followed by an Ending Alert line. Both of these alerts are initially listed with
statuses of Queued.
As each successive Reminder Alert is sent, the word "Reminder:" is appended to the alert name,
its status changes to Live, and a View Alert link appears in its row in the Actions column.
When the event times out or when an Operator manually ends the event—usually because all
affected users have responded—the Ending Alert is sent, at which time the word "Ended:" is
appended to the alert name, the status of all alerts on the Activity tab changes to Ended, and a
View Alert link appears in the Ending Alert row in the Actions column.
View Accountability Event Details
The Event Details tab displays the same information that is available on the Review and Start
screen that appears after an Operator has finished creating an event.
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Affected Users
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Messages and Workflow
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Accountability Officer Messages
The Affected Users section on the Event Details tab contains a link to the Event Users tab, which
provides event-related status information about each user. The Affected Users section of the
Review and Start screen displays device type and targeting information for all users.
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View Live Accountability Events from a Map
You can view live accountability events and alerts from a map. You can access the live events map
in two ways:
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From the View Live Map button on the BlackBerry AtHoc management console home page.
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From the Live Map button on the Accountability Events manager page.
Both options open the map in a new tab in your browser. The map displays all live accountability
events and alerts for your organization. If you are logged in to an Enterprise organization, it also
displays live events from your sub organizations.
Click an event or alert on the map to open a pop-up window that displays the following information
for the live event or alert:
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Name of the event or alert
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Type of item—accountability event or alert
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Last updated date and time
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Number of affected users
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Number and percentage of users with a status
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Summary of user statuses by response option
In the event pop-up window, click the Open Event button to go to the Summary tab of the event in
the event manager.
If there are multiple events or alerts in the same location on the map, click the
to scroll through the event pop-ups for each alert or event.
(Forward) button
Map Controls
The following control options are available in the bottom left corner of the live map:
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(Layers)—Click to change the items that are displayed on the map. You can select to view
or not view accountability events from sub organizations, live sent alerts, live incoming alerts,
and organizations.
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(Map Options)—Click to select the type of map you want to view.
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(Refresh)—Click to refresh the map. The map updates automatically once a minute.
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(Working Area)—Click to move to the working area on the map.
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(Zoom In, Zoom Out, Home)—Click to change your view of the map.
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Manage the Activity Log
The Activity Log is an advanced feature that requires additional licensing, so it is not available by default.
Contact your BlackBerry AtHoc representative if you are interested in using the Activity Log.
If you have the Activity Log Manager or the Activity Log Viewer role and a license for the Activity
Log feature, you can use the Activity Log to view and create log entries, such as phone calls,
incidents, meeting minutes, or other relevant information for your organization. You can also
forward published alerts to additional recipients or organizations.
The following sections describe how to manage and view the Activity Log.
Add an Entry to the Activity Log
You can add entries to the Activity Log to record an action or event, such as a response to a
distress call.
To add an entry to the Activity Log, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Activity Log link.
3. Click the New button.
4. Enter a title and body for the log entry.
5. (Optional) Enter a URL that users can click to access related information.
6. Specify a severity level.
If the log entry is published as an alert, the severity level will be used. You can change the
severity level when you review the content before publishing the alert.
7. Click the Create button to save the log entry or click Create and Forward as Alert to open
the Review and Publish screen from which you can publish the content as an alert.
When you create a log entry and forward it as an alert:
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The alert title, body, additional link, and severity are copied to the alert.
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An entry is added to the log with the log type: Alert Published.
Publish a Log Entry as an Alert
To publish an entry from the Activity Log, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Activity Log link.
3. Select the log entry to be published and click Forward Alert in the details pane.
The New Alert screen displays.
4. Complete the alert content and targets sections and then publish the alert.
Note: Published activity log entries can be forwarded, but not edited, and have the log type:
Alert Published.
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Forward Published Alerts
To forward published alerts from the Activity Log, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Activity Log link.
3. Select the alert to be forwarded and click Forward as Alert from the details pane.
The New Alert screen displays.
4. Complete the alert content and targets and then publish the alert.
Export the Activity Log to PDF or CSV
To export the Activity Log to another format such as PDF or CSV, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Activity Log link.
3. Click Export and specify a date range for the entries to be exported.
4. Choose one of the following actions:
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Click Export PDF to create a PDF that can be printed, shared, or exported to another
format such as a Word file.
Click Export CSV to create a file that can be opened in a spreadsheet application.
The export file appears in your downloads list and is available to be opened or saved.
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Part II: Setup and Administration
Part II: Setup and Administration
Administrators create, configure, and manage the organization settings that operators use to
communicate with their recipients as well as with other organizations. Setup includes configuring
the features used by operators to communicate during situations. This section covers the following
administration tasks:
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The Create and Manage Your Organization section shows you how to create an organization
and duplicate an existing organization. To create or migrate an existing set of organizations to
an Enterprise model, see the BlackBerry AtHoc Enterprise Planning Guide.
The Configure BlackBerry AtHoc Settings section shows you how to configure the features
provided by BlackBerry AtHoc to communicate and coordinate with teams and recipients during
a crisis. The following topics are covered in this section:
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Basics—Configuring an organization, setting up alert placeholders, creating and
managing alert templates, specifying alert folders, managing delivery templates, managing
audio settings, and managing incoming alerts settings
Situation—Setting up Situation teams, maps, and alert types
AtHoc Connect—Granting permissions for working with AtHoc Connect and updating
sector visibility in the Connect Profile
System—Managing settings for all organizations in the Enterprise, including security
policies, system and organization health monitors, alert and system logs, system data,
system agents that communicate with external devices, and automated system tasks
Users—Managing user accounts by configuring alert targeting attributes, disabling and
deleting user accounts, and configuring operator settings
Devices—Enabling and configuring device delivery gateways and failover delivery
gateways, configuring devices that receive alerts, setting up mobile alerts, configuring
public alerting devices, setting up device plug-ins, and using XML and RSS feeds
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Manage Organizations
This section describes how to create and duplicate organizations. To learn how to work with
Enterprise organization hierarchies, refer to the BlackBerry AtHoc Enterprise Planning and
Configuration Guide.
Create and Configure an Organization
Note: To create and configure a new Organization in the system, you must be a System
Administrator with permissions to switch between organizations from within the BlackBerry
AtHoc user interface.
As a System Administrator, you can create and then configure a new organization in the system by
completing the following steps:
Step 1: Create a New Organization
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Organizations Manager link.
3. Click the New button.
4. Enter a name for the new organization.
5. Select one of the following organization types:
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Enterprise—Choose this type if you are logged into System Settings and are creating
an Enterprise or a stand-alone organization.
Sub Organization—Choose this type if you are logged in to an Enterprise organization
and are creating a member organization.
Basic—Choose this type if you are creating a Basic organization.
6. Click Save.
Details of the new organization appear below the list, with default values for the display name,
time zone, and homepage URL.
7. To open the new organization, complete the following steps:
a. In the Navigation bar, click your username, and then click the Change Organization
link. The Change Organization screen appears.
b. Click the name of the organization you just created, then click OK.
c. The system refreshes and then displays the new organization. You can confirm that this
has happened by looking at the name of the current organization in the top menu bar on
the screen.
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Step 2: Configure the New Organization
After you have created the organization and have switched the BlackBerry AtHoc interface so that
you are now viewing the new organization, you can define the URLs, name, logo images, default
alert templates, and Self Service defaults for that organization.
To configure the new organization, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the General Settings link and then complete the steps in General
Settings
3. To configure advanced settings for the desktop app, and user targeting and authentication
click Organization Settings. The screen contains three tabs, allowing you to manage the
settings for each of the following items:
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Desktop software
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Targeting and delivery
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User authentication and SDK
Duplicate an Organization on the Same Server
You can copy an existing organization and rename it. Be aware that most settings are copied from
the original organization, including recurrent alert templates, except as specified.
Important Notes
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You must be assigned the System Administrator role to duplicate an organization.
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Duplication includes device and protocol duplication.
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After duplicating an organization, review all alert templates and make adjustments if necessary.
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Creating organizations using the New button in the Organizations Manager should be performed only
with assistance from BlackBerry AtHoc Technical Support to ensure the new system has all the
appropriate settings.
By default, a duplicated organization will not have a common name. If you plan to access the
duplicated organization with the BlackBerry AtHoc SDK you will need to assign it a common name.
You can duplicate a peer organization, but not a child (member) organization.
To create a duplicate of an organization, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup section, click the Organizations Manager link.
3. On the Organizations Manager screen, click to select the organization you want to copy.
Note: If the list is extensive, use the dropdown list at the top of the screen to filter by status
and then sort the results by clicking any of the column headings.
4. Click the Duplicate button.
5. Enter the name of the new Enterprise or organization, then click OK.
The duplicate organization then appears in the list on the main screen.
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Duplicate Organizations Across Systems
Duplicating organizations from one server to another is an advanced configuration task. For more
information, refer to the “Advanced Configuration” chapter in the BlackBerry AtHoc Installation
Guide.
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Configure BlackBerry AtHoc Settings
Important: In order to access the screens, features, and functions mentioned in this section, you must
have System, Enterprise, or Organization Administrator permissions in the BlackBerry AtHoc organization,
and you must be viewing with Internet Explorer browser. If you do not have these permissions or you are
viewing the application through Firefox, Safari, or Chrome, many of the options on the Settings screen will
be grayed out.
Users who have been granted Administrator permissions in BlackBerry AtHoc can set up
organizations and manage settings and users within an organization.
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Configure Basic Settings
The Basic settings cover the primary settings required for setting up an organization, alert template
characteristics, alert folders (categories), popup templates for desktop popup screens, audio files,
and the custom dictionary.
General Settings
You can use General Settings to personalize your organization with a name, welcome or
disclaimer text, and an icon. You can also customize the time zone and time formats, configure,
security policy settings, create a security policy message, and control default page layouts and
enterprise settings.
To update general BlackBerry AtHoc settings for your organization, perform the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the General Settings link.
The General Settings screen for the organization opens with the following fields prepopulated:
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The Name field displays the name of your organization.
The Organization Code field serves as a short name used to register for Self Service
and for the Mobile App.
The User Login field displays the server address that the users log in to for Self Service.
If Self Registration is enabled for the organization, the Registration URL field displays
the server address that users access in order to register.
3. Configure the remaining fields in the Organization Details region:
a. (Optional) Enter a Support Email address.
b. In the Logo field, click the Browse button to upload the graphic file you want to have
display in the top corner of each screen. The file type must be .GIF, .JPG, or .PNG.
c. In the Logo Text field, enter a text string of up to 100 characters that appears when
users hover their cursors over the logo.
4. Configure the Customization: Text region:
a. In the Homepage Welcome Message field, enter text that will appear at the top of the
Welcome screen.
b. In the Footer Text field, enter text that will appear on the bottom left of every screen.
Note: This text can be a disclaimer, if one is required, or any information that all users
need to see.
5. Configure the Customization: Locale Setting region:
a. In the Locale field, select the language and region associated with the organization.
b. In the Date Format field, select the date format relevant for your organization.
c. In the Time Format field, select the time format relevant for your organization.
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d. In the Delivery Locales field, select the locales (languages) you to which want to be able
to publish alerts. Note that after support for a locale is enabled, it cannot be disabled.
e. In the Time Zone field, select the correct time zone for your server.
6. Configure the Customization: Phone Call Setting region:
a. In the Caller ID field, enter the name you want to show up on the mobile devices of alert
recipients when an alert is published to them.
b. In the Default Country Code field, select the country code that will be displayed by
default whenever user managers have to enter a phone number into a field.
7. Configure the Customization: Desktop App section.
a. In the Desktop App Logo field, click the Browse button to upload the graphic file you
want to display in the desktop app. The file must be a .GIF, .JPG or .PNG file type. The
recommended size is 140 px wide by 70 px high.
8. Configure the Customization: Self Service section.
a. In the Name on User Pages field, enter your organization name.
b. (Optional) Include an organization-specific disclaimer message to display to users when
they log in to Self Service. The maximum size of the message is 4000 characters.
9. In the Layouts section, add or update options such as user manager list columns layout,
layout of standard user attributes, and user report columns. Click the View/Edit link to view
the XML code used to define the attributes layout.
a. User Details - My Profile—(Do not modify this setting without first consulting
BlackBerry AtHoc Technical Support.) Determines the layout of standard user attributes
(contact information) when viewed through the My Profile page.
b. User Details - Full Page—(Do not modify this setting without first consulting
BlackBerry AtHoc Technical Support.) Determines the layout of standard user attributes
(contact information) when viewed through the Users list view through the management
site.
c. User Details - Popup View—(Do not modify this setting without first consulting
BlackBerry AtHoc Technical Support.) Determines the layout of standard user attributes
(contact information) when viewed anywhere outside of the main Users list. For example,
when seen through alert publishing screens.
d. Default Columns - User Page—Determines the columns that will appear by default in
when lists of users are viewed, such as the list of targeted users.
e. Default Columns - User Reports—Determines the columns that will appear by default
when reports are shown in the main Users screen.
10. (Optional: for Enterprise organizations only) In the Enterprise Settings section, select the
Enable checkbox next to "Require User Uniqueness" to enable the following items:
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A single Enterprise Desktop App
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A single Enterprise Self Service URL
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Mobile registration from an Enterprise organization code
Enforcement of unique usernames and Mapping ID values for all users in an Enterprise
organization
Set up the desktop client to connect to the enterprise. The desktop client will then search for
users across the enterprise and connect to the correct sub organization. If the user is not
found, a new user is created in the enterprise.
When a single Enterprise Self Service URL is enabled, users in any sub organization can log
in using the same Self Service URL for the Enterprise organization or sub organization.
When mobile registration from an Enterprise organization code is enabled, users can register
from their mobile device using the organization code for the Enterprise, or for any sub
organization.
When unique usernames and Mapping IDs are enforced, the system checks for uniqueness of
usernames and mapping IDs in the enterprise organization and sub organizations when a
new user is created through the desktop app, Self Service, CSV import, or the BlackBerry
AtHoc management console.
Note: The Enterprise Settings section is available only for Enterprise organizations that have
sub organizations.
Note: The Require User Uniqueness checkbox is available only after you click the Run
Check button. The system checks for user uniqueness (no users have the same
username or mappingID). If the system finds duplicate users, the Duplicate Users
Found window opens and provides a list of duplicate users, their usernames,
mappingIDs, and organizations. You must modify any duplicate usernames or
mappingIDs to proceed with enabling user uniqueness. After you update the duplicate
users, run the duplicate user check again. If no duplicate users are found, a Check
Passed message displays. Click Close to return to the General Settings page. The
Run Check button is replaced by an Enable checkbox.
11. Click Save.
Organization Settings
Organization settings specify the details about your organization. You can define the URLs, name,
logo images, default alert templates, and Self Service defaults for the organization.
Desktop Software Options
Note: Do not modify the following settings without first consulting BlackBerry AtHoc Technical Support.
Most settings in the Desktop Software tab are established during the initial installation and
configuration with the assistance of BlackBerry AtHoc Technical Support. However, the settings
described in the following table might require editing over time and are of interest to most
administrators because they affect things such as the time intervals for viewing new alerts and
updating user configurations, as well as end user login expiration times.
To access these settings, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Organization Settings link.
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3. Click the Desktop Software tab, which displays the General Options fields at the top.
4. Select or deselect the checkboxes next to the values in this section.
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Select the checkbox next to the Enable right mouse click to dismiss Desktop
Popup option if users are experiencing problems viewing desktop popup alerts due to
popup blockers.
For detailed information about the Edit System tray menu option, see the Customize
the Desktop Client System Tray section of this guide.
The email address ([email protected]) is the address that BlackBerry AtHoc
uses to receive client logs for troubleshooting purposes.
5. Scroll down to the Back-Channel Communications section, which is used to configure the
settings that govern communication between the BlackBerry AtHoc server and the Desktop
app, and the rate at which new alerts and user configuration updates are checked.
6. Follow the recommended settings that are provided.
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Collect Workstation Info—Select this checkbox to allow the client to send the machine
IP and name to the BlackBerry AtHoc server.
Default Check Update Interval—Set the time interval, in seconds, to check the
BlackBerry AtHoc server for new alerts and user configuration updates. The
recommended value is calculated by BlackBerry AtHoc for the server hardware used at
each site. Do not set a very short interval, as this can tax server resources and slow down
the system.
Communication session expires automatically after maximum [] seconds—Set
the time interval, in seconds, to wait before forcing users to log in again to the BlackBerry
AtHoc system. The default is 24 hours (86400 seconds).
7. Scroll down to the Failover Servers section.
8. Specify the address for each failover server, and set the number of attempts that the Desktop
app makes to contact the current server before contacting the failover server.
9. Scroll down to the Recovery Settings section.
10. Specify the number of times the BlackBerry AtHoc Desktop app waits to contact the
BlackBerry AtHoc server when the connection is lost (Reconnect) or the BlackBerry AtHoc
server responds with an error (Recovery). Consult BlackBerry AtHoc Technical Support
before modifying these settings.
11. Scroll down to the Desktop-Web Communication section.
12. Specify the BlackBerry AtHoc ActiveX Object name to enable Internet Explorer to load the
Desktop app. Consult BlackBerry AtHoc Technical Support before modifying the value.
13. Scroll down to the Audio Settings section.
14. Specify the speaker activation setting and desktop speaker volume threshold used for alerts
that have associated audio files.
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Customize the Desktop Client System Tray
You can change the order of the links that appear in the Desktop Client system tray using an XMLbased menu control. In addition to reordering the links, you can move the link separator up or down
and add additional link separators as needed.
To customize the desktop client system tray, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Organization Settings link.
3. On the Organization Settings screen that appears, click the Desktop Software tab.
4. In the General Options section at the top of the screen, select the Display System tray icon
checkbox.
5. Click the Edit System tray menu link. The System Tray Menu Setup screen appears.
6. Cut and paste the code for each function to move links and separators up and down in the list
and, optionally, add new separators. The default functions include the following items:
Option
Code
Check for New Alerts
8009
Dismiss All Popups
8022
Access Self Service
521
Update My Info
530
Update My Device Info
531
About
8005
Tip: To use additional options, complete the following steps:
a. Go to Settings > Devices > Desktop App Menu.
b. Click Include Public Services to view the available functions.
c. Copy any codes for the functions you want to add.
7. Click Update to save your changes and return to the Desktop Software tab.
8. Click Save at the bottom of the tab.
Configure Targeting and Delivery
You can select attributes that are available for targeting using the Targeting Settings screen.
Distribution lists are available for targeting only if the Show Distribution Lists in the Targeting
Page checkbox is selected.
To access the Targeting and Delivery page, perform the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Organization Settings link.
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3. On the Organization Settings screen that appears, click the Targeting and Delivery tab.
Add an Attribute to the Group Targeting Page
To add an organization or attribute to the group targeting page in the Alert Publisher and Alert
Template Publisher, complete the following steps:
1. Select one or more attributes in the Available User attributes list.
2. Click Add.
The selected attributes move to the Target using these attributes list.
Remove an Attribute from the Group Targeting Page
To remove an attribute from the group targeting screen, complete the following steps:
1. Select one or more attributes in the Target using these attributes list.
2. Click Remove.
The selected attributes move to the Available User attributes list.
Preview the Group Targeting Page
To preview the way the targeting page will look based on the current selections, complete the
following steps:
1. Click the Preview Page link.
The Group Targeted tab opens in a new window and displays the attributes that will be
available to alert publishers.
2. Click Save.
User Authentication and SDK
Note: Do not modify the following settings without first consulting BlackBerry AtHoc Technical Support.
The User Authentication & SDK tab settings establish the login protocol and user authentication
rules used for BlackBerry AtHoc.
To access the tab, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Organization Settings link.
3. Click the User Authentication & SDK tab.
From this tab, you can configure any of the following sections:
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Desktop Software Authentication and Self Service Authentication
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User Group Resolution, Access Control, and SDK Access Security
The user authentication options can be modified to conform to the security policies of your
company.
Set the Type of Desktop Software Authentication
To set the type of authentication for the Desktop App to use for the system, complete the following
steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Organization Settings link.
3. Click the User Authentication & SDK tab.
4. Choose a method for logging in to the BlackBerry AtHoc Management System:
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Select a method in the Auto Login section, select one of the following radio buttons:
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Use Common Access Card (Smart Card)—Users are authenticated by inserting
their Common Access Card into a card reader and then entering a PIN. This is
commonly used for Department of Defense systems. If you select this option, you
must set up Mapping IDs through the Users manager.
Use Windows Username—Users are authenticated by the Windows username.
Use Windows Username and Domain—Users are authenticated by the
Windows username and domain.
Use Windows Username, Domain, and a mapping API—Users are
authenticated by the Windows username and domain, as well as a mapping API.
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Use LDAP attribute—Users use authentication from LDAP V6.2.X, Patch 271.
Select the Create new user if an account is not found checkbox to create a new
account for a user who does not already exist in your organization. This option is not
selected by default. If you want to prevent users who do not have a BlackBerry
AtHoc account from creating one when a desktop client is run from their system,
deselect this option. When this option is not selected, the desktop app icon appears
as disabled.
Select Manual Login using AtHoc’s internal login process.
5. Click Save to update the authentication type in the system.
Placeholders for Alert Templates
Placeholders provide a way to customize text such as date or time, a building number, or group
name in an alert template. When the operator publishes the alert template, the placeholder value is
inserted automatically. There are two types of placeholders in alert templates System and Alert.
View the List of Placeholders for Your Organization
To view the placeholder list for your organization, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Alert Placeholders link.
The Alert Placeholders screen appears, displaying a list of all of the alert placeholders you
have access to in the system.
Use System Placeholders for Alert Template Content
The alert template can contain predefined system placeholders in the title or body of the alert. The
placeholders are replaced automatically with the appropriate values on publication of the alert.
Note: System placeholders can also be added during alert publishing. Alert placeholders can only
be added to alert templates.
The following Content fields support placeholders:
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Alert title
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Alert body
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Response options
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Custom text within Targeted Devices
The following list describes the system placeholders:
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System-related: [[SystemName]], [[VirtualSystemName]], [[VirtualSystemId]],
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Date or Time-related: [[Timezone]]
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Publisher-related: [[OperatorFullName]], [[PublishDate]], [[PublishTime]]
To add placeholders to an alert template, complete the following steps:
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1. In the Navigation bar, click the Alerts button.
2. Click the Alert Templates link.
3. Click an existing alert template to open an editable details screen or New to create a new alert
template.
4. In the Content section, click the (Expand) icon in the Title, Body, or Response
Options: Enter Response Text fields.
5. Select the appropriate alert placeholder option for the alert template.
Double brackets [[ ]] around the alert placeholder name in the selected field indicate that you
have added the alert placeholder correctly.
6. Click Save.
An operator can then select the correct alert placeholder values when preparing to publish the
alert.
Create Placeholders for Alert Templates
Enterprise Note: Alert placeholders can be created at the Enterprise or organization level. Inheritance
rules can have an impact on who can use them, so verify that you are creating them at the correct
organization level. For more information, see “Manage Common Content with Inheritance” in the
Enterprise Planning Guide.
You can create alert placeholders for alert templates so that operators can customize the content
during publishing. For example, if your organization needs to create alert templates that reference
building numbers, you can create an alert placeholder called building_number. When
operators publish the alert template, they can select the correct building number for that instance of
the alert template.
To create alert placeholders, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Placeholders link.
Alternately, you can access alert placeholders from the Settings screen. The Alert
Placeholders screen opens.
3. Click the New button.
4. In the dropdown list, select one of the following alert placeholder types:
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Multi-select Picklist—Alert creators can select one or more of the values in the list and
have them appear in the alert when it is published.
Single-select Picklist—Alert creators can select one of the values in the list and have it
appear in the alert when it is published.
Text—Alert Publishers are prompted to enter text that conforms to a minimum and
maximum length. You can designate how many lines of text to display in the text box as
well as set default text.
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Date—Alert creators can accept the pre-set date or manually enter a new date before
the alert is published.
Date Time—Alert creators can accept the pre-set date and time or manually enter a new
date and time before the alert is published.
Time—Alert creators can accept the pre-set time or manually enter a new time before
the alert is published
The Organization field on the screen that appears tells you at which level you are creating the
placeholder: Enterprise or organization.
5. Enter a name for the alert placeholder.
The name must be between 1 to 200 characters and must be unique in the system.
6. Specify values and defaults for the alert placeholder, depending on the type.
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Multi-select Picklist
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You can import the values from an existing text or CSV file. For more information,
see the Import Alert Placeholder Values section of this guide.
Click the checkbox of at least one value to set it as the default.
Single-select Picklist
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Enter at least two unique values that have between 1 and 50 characters. Angle
brackets (<>) are not allowed.
Enter at least one unique value between 1 and 50 characters. Angle brackets are
not allowed.
You can import one or more values from a text or CSV file. For more information,
see the Import Alert Placeholder Values section of this guide.
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The name is case insensitive.
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Click the checkbox of at least one value to set it as the default.
Text—Enter numerical values for the minimum length, the maximum length, and the
number of lines to show. Angle brackets are not allowed.
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Set the Minimum length to a value between 1 and 400 characters.
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Set the Maximum length to a value between 1 and 400 characters.
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Set the value for Lines to show to a value between 1 and 5. This value controls the
height of the text box on the alert publishing screen.
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Enter a text string for the Default value, with the number of characters between the
Minimum length and the Maximum length.
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Date—Select the default date for the placeholder.
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Date Time—Select the default date and time for the placeholder.
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Time—Select the default time for the placeholder.
7. Click Save.
The alert placeholder is created and appears in the Placeholder list for all alert creators who have
access to the Enterprise or organization in which the placeholder was created.
Remove Alert Placeholders
Important: You cannot remove alert placeholders that are currently in use in an alert template. If
you try to delete the alert placeholder, a popup screen appears, listing each of the alert templates in
which the alert placeholder is used.
To remove alert placeholders from the Alert Placeholders screen, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
The Alert Placeholders screen appears, displaying a list of all of the alert placeholders you
have access to in the system.
2. Click the alert placeholder that you want to remove and when it opens, click the Delete button
at the top of the screen.
3. If the placeholder is used in any alert templates, a list of dependencies will appear. In order to
delete the placeholder, you must first remove the dependencies by completing the following
substeps:
a. Open each of the alert templates in which the alert placeholder is being used.
b. Manually remove the alert placeholder.
c. Save your changes.
d. Return to the placeholder details view and click Delete.
4. Click Delete to confirm that you want to delete the alert placeholder.
The alert placeholder is removed from the custom section of the list.
Import Alert Placeholder Values
You can import values for alert placeholders for single-select and multi-select picklists. Importing
the values helps you avoid entering multiple values, especially if you are creating a long list.
Import the values from a CSV file that has one column or one value per line.
Note: Angle brackets (<>) cannot be used in alert placeholders: values containing these
characters are rejected.
To import alert placeholder values from a file, complete the following steps:
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1. In the Navigation bar, click the Alerts button.
2. Click the Alert Placeholders link.
3. On the Alert Placeholders screen that opens, click the New button.
4. In the dropdown list that appears, select either the Multi-select Picklist or Single-select
Picklist option.
5. On the Alert Placeholders screen that appears, click the Import Values link.
6. On the Import Values to New Placeholder screen that pops up, click Browse and select a
CSV file.
Note: The file must be closed before you try to upload it. If it is open, you will get an error
message when you click Open in the next step.
7. Click Open.
8. (Optional) Select the Replace all current values with the imported values checkbox if
you want the new values to overwrite the existing values. If you want to keep existing values
and add the new values, leave this checkbox unselected.
9. Click Import.
10. Click Save.
Activate an Alert Template when an Alert is Received
You can use alert placeholders in alert templates that are triggered by an incoming alert. When set
up, the incoming alert type automatically publishes an alert to targets specified in the alert template,
and at publishing time. Response options, locations, and attachments can be included in the
triggered alert.
For example, you can set up an alert template that responds to a mobile user when the user sends
an emergency alert. To set up the trigger, you need to create an alert template in which to put the
alert placeholders. Or, if you receive an incoming alert from a Connect organization, you can
forward it to other organizations to which you are connected. To learn how to create rules for
handling incoming alerts, refer to Manage Alert Rules.
Note: If an incoming alert targets a map location, the location is automatically added to the
triggered alert. The alert then targets organizations or users that have locations within the
specified map area.
Use the following alert placeholders in an alert template:
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$SenderName$
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$SenderContacts$
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$InboundEventTitle$
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$InboundEventBody$
To add the alert placeholders, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Alert Templates link.
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3. Click New to create a new alert template that will respond to an incoming alert, such as "I have
an emergency."
4. In the Content section, enter an alert title and the alert body that will be sent when the
incoming alert is received.
For example
Alert Title:
Please help!
Alert Body:
$SenderName$ needs help and sends the following message:
$InboundEventTitle$
$InboundEventBody$
$SenderName$'s info:
$SenderContacts$
5. Complete the alert template by selecting your targets and devices.
Note: It is not recommended to add a target location. Incoming alerts that have target
locations will override locations in the template.
6. Click Save and specify a common name.
7. Click Save.
8. Create or edit an incoming alert by following the instructions in the Configure Incoming Alert
Settings section of this guide. In the Run Alert Template dropdown list, select the alert
template you just created, then click Save.
You now have the option to forward or trigger other alerts based on an incoming alert.
Manage Alert Folders (Categories)
An alert folder, also known as an alert category, typically corresponds to the type of alerts or source
of alerts that are published. For example, folder types can include Weather Alerts, IT Alerts,
Commander/CEO Alerts, and Daily News Alerts. Every alert must be associated with an alert
folder. Grouping alerts by folder has many benefits, including the ability to use templates to
establish a common appearance for all alerts within a folder, facilitate end user subscriptions by
folder, and restrict operator publishing privileges to specific folders.
Access the Alert Folders Manager
The Alert Folders Manager centralizes alert folder configuration and management tasks. Only
Administrators can access the Alert Folders Manager.
To access the Alert Folders Manager, complete the following steps:
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1. In the Navigation bar, click the Alerts button.
2. Click the Alert Folders link.
By default, folders display in alphabetical order by name. You can sort by any column.
Sort and Filter Folders
To sort by a specific column, click the column heading.
To filter folders by name, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Folders link.
3. In the search box, type letters that the folders contain. Wildcards are not allowed.
4. Click the Search button. Only the folders containing the specified characters display in the
table.
5. (Optional) To remove a filter, delete the search pill boxes. All folders are displayed.
Configure Alert Folders
You can configure the default settings for alert templates that are associated with an alert folder.
System setup folders can be modified only when accessed from the system setup organization.
Enterprise folders can be modified only when accessed from the organizations in which they were
created.
Note: You cannot select the Weather alert folder, if present. If an alert template is associated with
the Weather alert folder, it is moved to the system default folder after a system upgrade to
release 7.0.0.2.
To configure the settings, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Folders link.
3. Click a folder name. The Edit Alert Folder window opens and displays the details for the
folder.
4. (Optional) Edit the folder name or description.
5. (Optional) In the Agent dropdown, click to select a different agent to associate with the current
folder.
6. Click Save.
Create Alert Folders
Enterprise Note: Alert folders can be managed at the system, Enterprise, or organization level.
Inheritance rules can have an impact on who can use them, so verify that you are creating them at the
correct organization level. For more information, refer to “Manage Common Content with Inheritance” in the
Enterprise Planning Guide.
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Note: When you create a new alert folder, it is immediately available for publishing to all end
users.
To create an alert folder, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Folders link.
3. Click the New button. The New Alert Folder window opens.
4. In the Name text box, type a name.
5. Provide additional information in the Description field to further identify the purpose of the
new folder.
6. Click Save.
Delete Alert Folders
Alert templates and alerts are associated with folders. When you delete a folder, a popup screen
appears listing the alert templates associated with that folder. The popup gives you the option of
exporting the list of affected alert templates to an Excel spreadsheet so that you can modify the
alert template details manually and associate each alert template to a new alert folder. You can
also click Confirm to automatically assign the alert templates to the system default folder. If no
alerts or alert templates are associated with an alert folder, no popup window is displayed and the
alert folder is deleted.
Note: You cannot delete Enterprise folders from within a sub organization.
Note: You cannot delete the System Default folder. You can delete the System folder from the
System organization.
To delete an alert folder, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Alert Folders link.
3. Click the remove icon ( ) in the row of the Alert folder you want to delete.
4. Click Confirm.
Manage Delivery Templates for Devices
All delivery devices use templates to communicate alert messages. For example, the template for a
desktop popup window defines the background color, text color, window size, and any default
content is included in every alert, such as a "Click here for more information" link.
BlackBerry AtHoc ships with system default templates for different devices, including email and
desktop popups, but you can select a different template when publishing an alert or creating or
editing an alert template.
Use the Delivery Templates manager to modify existing templates and to create custom templates.
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When configuring your organizations in the BlackBerry AtHoc Management System, BlackBerry
AtHoc Technical Support will work with you to set up the available delivery devices for alerts,
including email, cell phones, and desktop popup windows.
Note: The devices for which delivery templates are available in your system depend on the
delivery devices and protocols in your BlackBerry AtHoc configuration. For example, not all
types of email delivery and phone delivery have templates.
Access Delivery Templates
Note: Only Administrators can access the Delivery Templates manager. Administrators can only
modify delivery templates that have been created within their current organization. All other
templates are inherited and are read-only.
To access the Delivery Templates manager, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Delivery Templates link.
The Delivery Templates screen appears and displays the available templates for the selected
device type, such as Desktop Popup or All Devices.
Only devices that are enabled for the current organization display in the list. For more
information, see Configure Devices.
The following columns are displayed in the Delivery Templates table:
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Template Name
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Severity
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Device Group—The device type associated with the template: Desktop Popup, Email, or
XML feed.
Organization—The organization the alert was created in. The column displays the
phrase System Setup if the alert was defined at the system level, an Enterprise name if
the alert was defined within an Enterprise organization, and an individual organization's
name if the alert was defined within a non-Enterprise organization.
Locale—The language and region associated with the delivery template.
Device delivery templates are customizable for the devices and protocols being used.
BlackBerry AtHoc recommends that you edit only the desktop popup templates. If you need to
update templates for other delivery devices, consult BlackBerry AtHoc Technical Support.
Create Delivery Templates
Enterprise Note: Delivery templates can be managed at the system, Enterprise, or organization level.
Inheritance rules can change who can use these entities. Verify that you are creating them at the correct
organization level in the Enterprise. For more information, see “Manage Common Content with Inheritance”
in the Enterprise Planning Guide.
The easiest way to create a delivery template is to duplicate an existing one and then edit it. For
information on how to duplicate a template, refer to Duplicate Delivery Templates.
To create a new template, complete the following steps:
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1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Delivery Templates link.
The Delivery Templates screen appears.
3. Click the New button in the top corner of the screen and select one of the following options:
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Desktop Popup for alerts that appear on user computer screens.
Email for alerts that are sent to user email inboxes. If you do not know XML, work with
AtHoc Support to configure the template.
XML Feed for alerts that are send to mass devices such as Giant Voice. If you do not
know XML, work with BlackBerry AtHoc Support to configure the template. XML Feed
delivery templates are not visible if the XML Feed device is disabled.
4. Enter a Template Name, Description, and Common Name for the template. These should
be specific so that users can tell at a glance what the template should be used for.
5. (Desktop Popup and Email Only) Click a Locale from the dropdown list. The language you
select will be used by the system if your alert content is in the same language and if the App
Template option for the alert is set to use the default template.
6. Select the Severity level that corresponds to the delivery template you are creating. Alert
creators can later overwrite the severity level by selecting the Use Custom Template option
on the Personal Device Options screen when an alert is created or edited.
7. (Desktop Popup and Email Only) Select the Publishing default for severity/locale above
checkbox if you want the current delivery template to be used by default whenever an alert is
created that matches the severity level and locale that you selected in steps 5 and 6 above.
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Note: Selecting this checkbox allows you to create a consistent experience for users across
the system. When each alert level is assigned its own color scheme, font styles, and
size, for example, it makes it possible to recognize the severity of any received alert by
merely glancing at it.
8. If you are creating a Desktop Popup template, select whether to edit the options using the
Standard controls (buttons and lists) or the Advanced XSLT controls. If you do not have
much knowledge of XSLT, select Standard.
For the XML Feed and Email templates, you do not have the option to work with Standard
controls; you can only work with the Advanced XSLT controls.
Note: Before working with Advanced XSLT, ensure that you have knowledge about
stylesheets or work with BlackBerry AtHoc Support to configure the template.
The following additional steps apply only to Desktop Popup templates.
9. Customize the font settings:
a. For each element, such as Title or Body, select Hide or Show in the Display dropdown to
specify whether to display the element in the popup.
b. For the text of an element, specify the Font, Font Type, and font Size by selecting
options from the dropdown lists and making selections.
c. For the text of an element, specify the color by pointing to it in the color selection panel or
entering a hexidecimal color value. Click Apply.
10. Choose the Display settings:
a. Specify the Border Color of the popup by clicking the dropdown list and selecting a
color. Click the Apply button to save the color choice.
b. Select the Border Size by clicking the dropdown list and selecting the number of pixels
for the width.
c. Select the Background Color of the popup by clicking the dropdown list and selecting a
color. Click Apply.
d. In the Display Size field, select either the Full Screen or Custom radio button.
Note: If you create a custom display size, make sure the width is set wide enough to
accommodate the Severity, Type, and Location information that appears
automatically at the top of the desktop popup when it is sent.
e. (Optional) Choose a Logo Position to help brand your organization. You can position
the logo in either the top left or top right of the popup.
f. Select the Logo file using either the system default or click Browse to upload a custom
file on your file system. The file can be in PNG, GIF, or JPG format.
11. Specify the Popup Behavior:
a. Select a Location on the screen where the popup will appear, such as the top right
corner.
b. Select a Timeout period after which the popup will disappear from the desktop. You can
specify the value in Seconds, Minutes, Hours, or Days.
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c. Select the Entrance Motion, which is how the popup will enter the screen. The popup
will either slide in from the right or left side of the screen.
d. Select the Exit Motion, which is how the popup will leave the screen. The popup will
either slide out the left or right side of the screen.
12. Click the Preview button to view the popup. Make sure the layout, colors, fonts, and font sizes
are appropriate for the kind of alert you are creating.
13. Click Save.
Duplicate Delivery Templates
To duplicate a template, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Delivery Templates link.
The Delivery Templates screen appears, displaying the templates that are available to use.
3. Click the checkbox next to the template you want to duplicate.
4. Click the Duplicate button.
5. Click Duplicate to confirm.
The duplicate template is created with the same name as the original, but with a series of
numbers at the end.
6. Click Save.
Edit Template Settings
On the Delivery Templates screen, BlackBerry AtHoc recommends that you edit only the Basic,
Styles, and Popup Behavior tabs. Other tabs are for advanced use only.
To edit delivery template settings, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Delivery Templates link.
The Delivery Templates screen appears, displaying the templates that are available to use.
3. Click the name of the template you want to edit.
Note: As you edit the template, click the Preview button to preview changes to the popup.
Templates that use the full-screen desktop popup option do not display the full screen
in the preview window.
4. (Optional) Edit the Template Name, Description, and Common Name fields for the
template.
The following additional options apply only to Desktop Popup templates.
5. (Optional) Change the font settings:
a. For each element, such as Title or Body, selecting Hide or Show to specify whether to
display the element in the popup.
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b. For the text of an element, specify the Font, Font Type, and Size by selecting the
dropdown lists and making selections.
c. For the text of an element, specify the color by pointing to it in the color selection panel or
entering its hex color in the text box above the panel. Click Apply.
6. (Optional) Change the Display settings:
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Border Color
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Border Size
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Background Color
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Display Size (Full Screen or Custom)
Note: If you create a Custom display size, make sure the width is set wide enough to
accommodate the Severity, Type, and Location information that appears
automatically at the top of the desktop popup when it is sent.
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Logo Position
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Logo
7. (Optional) Change the Popup Behavior fields:
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Location (Where the popup appears on the screen)
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Timeout (How long the popup remains on the screen)
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Entrance Motion
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Exit Motion
8. Click the Preview button to view the edited popup.
9. Click Save.
Delete Delivery Templates
To delete a template, complete the following steps:
1. In the Delivery Templates list, select the template to delete.
2. Click the Delete button.
3. Click OK.
Manage Audio Files
The audio message delivered with an alert can critically affect the way users comprehend the alert
message and their subsequent actions. You can configure an audio file to deliver a custom sound
with a Desktop alert. Use the Audio Files screen to review the catalog of existing audio files, as well
as to add and delete audio files.
Access the Audio Files Screen
Note: Only Administrators can access the Audio Files screen.
To access the Audio Files screen, complete the following steps:
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1. In the Navigation bar, click the Alerts button.
2. Click the Audio Files link.
The Audio Files screen opens with the following columns displayed:
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Audio File Name—The name associated with the audio file. This can be different from
the actual filename. Hover your cursor over a name to view the audio file name and the
description of the file.
Scope—Designates whether the audio file is Private or Global. Private files are specific
to the organization in which they are created. Global files are from the System or
Enterprise organization and are available for all child organizations.
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ID—A system-assigned unique ID for the audio file.
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Size—The size of the audio file. The maximum allowed size is 2 MB.
3. Click a file name to display the details for the audio file.
Sort the Audio Files List
To sort the audio files by a specific column, click the column heading. The files display in
descending order of the values in the selected column. Click the column heading again to sort in
ascending order.
Filter the Audio Files List
To filter audio files list, complete the following steps:
1. In the text box next to the Find button, type letters that the audio filename contains. Wildcards
are not allowed.
2. To find private files only, click to deselect the Include Global Audio Files checkbox. To find
both private and global files, click to select the checkbox.
3. Click the Find button.
Only the audio filenames containing the specified criteria display in the table.
4. To redisplay all audio files, click the Clear all link under the Search button.
Add Audio Files
To add an audio file, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Audio Files link.
3. Click the New button.
4. In the Audio File Name field, type a name to associate with the new audio file. The name can
be different than the actual filename.
5. In the Description field, type a brief description of the audio file, which will help identify the
audio file when users search for it. The text should include a description of the file contents or
its purpose.
6. To upload the audio file, click Browse.
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7. On the Choose File screen, select the audio file.
8. Click Save to save the new audio file.
Edit Audio File Details
Note: Global files are not available for editing. Private file details can be edited, but the audio track
itself cannot be changed after it is uploaded.
To edit the details of a private audio file, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Audio Files link.
3. In the Audio Files table, click to select an audio file.
The properties display in an Edit Audio File popup screen.
4. Change the details in any of the following fields:
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Audio File Name
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Description
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Common name
Note: The ID and Size fields cannot be changed.
5. Click Save.
Download Audio Files
To download an audio file to your computer, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Audio Files link.
3. Select the checkbox next to the audio file you want to download.
4. Click the More Actions button at the top of the screen.
5. Select the Download option from the dropdown list.
6. On the popup screen that appears, choose whether you want to open the selected file
immediately or save it to your computer.
Play Audio Files
To edit the details of a private audio file, by complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Audio Files link.
3. Select the checkbox next to the audio file you want to play.
4. Click the More Actions button at the top of the screen.
5. Select the Play option from the dropdown list.
The selected audio file then plays over your computer speakers.
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Delete Audio Files
Note: Deleting an audio file from the Audio Files screen does not delete the actual .WAV file on
your computer. It only removes the audio file from the BlackBerry AtHoc server. Only
private files can be deleted. Global files are not available for deletion.
To delete audio files from the Audio Files screen, complete the following steps:
1. In the Navigation bar, click the Alerts button.
2. Click the Audio Files link.
3. Select the checkbox beside each audio file you want to delete.
4. Click the Delete button at the top of the screen.
A confirmation popup screen appears, listing each file that can be deleted.
Note: Global audio files cannot be deleted and do not appear in the list.
5. Click OK to delete the audio file(s).
Manage Alert Rules
This section provides rules for connect and weather alert types. To configure mobile and other alerts
(such as IPAWS), see Configure Mobile Alert Settings. You must have Enterprise, System, or Basic
administration roles to access alert rules.
Alert rules help determine which alert templates to run when an alert arrives in the Inbox.
Note: For connect alerts, the Alert Rule Manager supports a maximum 150 rules per
organization.
Two connect rules are provided for your use:
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Urgent Alert Rule
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Informational Alert Rule
You can create alert rules to associate a condition and an action with an incoming alert. Each rule
has one or more conditions specifying an alert attribute value, an operation, and the value of the
attribute.
For example, an operator creates an alert rule for fire emergencies. The operator specifies two
alert conditions for triggering an alert template:
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Severity equals High
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Title contains “Fire”
The operator then specifies the action to trigger an alert template called “Emergency: Fire” that
publishes an alert to the Fire Department when the conditions are met.
View or Edit Alert Rules
You can view a list of processing rules for alerts to create, edit, or delete existing rules, or define the
processing order of the rules.
To view or edit processing rules for alerts, complete the following steps:
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1. From the Navigation bar, click Alerts or Organization.
2. Click Alert Rules. The Connect tab is open by default. To view or edit a Weather Alert rule,
click the Weather tab.
3. Click the name of the rule that you want to view or edit.
Important: Only alert templates that are ready are listed. Each rule has a field for the
associated alert template.
4. Make changes to the rule and then click Save.
You can change the name and the conditions. You can also select a different alert template or
change the processing actions.
Create a Connect Alert Rule
Add a new rule to specify what happens when a connect alert is received in the Inbox.
1. From the Navigation bar, click Alerts or Organization.
2. Click Alert Rules. The Connect tab is open by default.
3. Click New Rule.
4. Enter a rule name, in the Name field.
5. Create a condition that triggers the rule:
a. Click Add Condition in the Conditions region.
b. Select from the list of existing attributes.
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Severity—The importance of the incoming alert (High, Medium, Low, None.)
Source Organization—The list of your existing connections (the organizations that
can send alerts to your organization.)
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Title—The title of the incoming alert.
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Type—The type of alert, such as “Geophysical” or “Safety.”
c. Provide an operation that defines the relationship between the attribute and the value.
For example, “equals,” or “not equals.”
d. Enter or select the value of the attribute, such as “Fire”.
For example, the condition might look like the following:
Type equals “Fire”
Attribute values that contain multiple items are separated by commas. One or more of the
values can be true for the condition to be met.
6. In the Publish Alert field, select an alert template that is published when the conditions of the
rule are met.
For example, if the title of the incoming alert contains the word “fire”, you might select a
template called “Emergency: Fire” to publish an alert to the fire department.
7. To use the response options from the incoming alert, select the checkbox for Use sender
response options and return first response to sender.
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When this checkbox is selected, the response options from the incoming alert are copied to
the triggered alert. Additionally, the first response that is received is sent to the sender of the
incoming alert.
8. Select the Stop processing more rules checkbox to prevent more rules from being
processed after the current rule. This option prevents the processing of the next rule or rules
that match the same incoming alert.
9. Click Save.
Configure the Processing Order of Rules
Note: This section applies only to connect alert rules.
More than one rule can be run on a connect alert when it arrives in the Inbox. The rules run in the
order in which they appear in the list. You can specify the order in which the rules are run, and can
indicate when processing stops.
1. Using the drag icon
to drag rules to the order in which they should run.
2. Ensure that the last rule has the “stop processing “ checkbox selected.
Note: When a rule has the Stop processing more rules checkbox selected, the processing
stops at that rule and others are ignored.
Create Weather Alert Rules
To begin processing Integrated Weather Alerts, you must create alert rules that are designed to
trigger alert templates. Each weather alert rule must contain a selected county and alert template
before it can be enabled.
You must create weather alert rules for each organization from which you want to send integrated
weather alerts.
To configure a weather alert rule, complete the following steps:
1. Log in to the [[[Undefined variable MyVariables.Company]]] management console.
2. In the Navigation bar, click Alerts.
3. Click Alert Rules. The Alert Rule page opens.
4. Click the Weather tab.
5. Click the New Rule button.
6. Enter a name for the rule.
7. In the Condition section, click the Select link next to Counties. The Select Counties window
opens.
8. On the All Counties tab, select one or more counties. You can use the arrow next to All States
to filter counties by state. You can also search for a specific zip code.
9. (Optional) Click the Selected Counties tab to verify the counties you have selected.
10. Click Apply. You are returned to the Alert Rule page. The counties you selected appear in the
Counties area.
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11. (Optional) Select a Weather Severity. You can select multiple levels of severity.
12. (Optional) Select a Weather Type. You can select multiple weather types.
13. (Optional) Select keywords to refine your weather alert rule. You can include words or
phrases, separated by commas. Do not add a space between keywords. <<MJ: This is hidden
for 7.0.0.2. It was decided not to include keywords. This may be added next release.
14. In the Action section, select an alert template.
15. Click Save. The new weather alert rule is created and is enabled by default.
All conditions you specify must be met by a weather feed before an alert is triggered. For example, if
you select a Severity of High, and Event Type of Flood for San Mateo county, only weather feeds
that are high severity flood events that target San Mateo county trigger the selected alert template.
Delete an Alert Rule
When a rule becomes obsolete, you can delete it.
To delete an alert rule, complete the following steps:
1. From the Navigation bar, click Alerts or Organization.
2. Click Alert Rules. The Connect tab is open by default. To delete a Weather Alert rule, click
the Weather tab.
3. Select the checkbox next to the rule to be deleted.
If you want to delete all rules, click the global checkbox in the heading of the list.
4. Click Delete.
Configure Mobile Alert Settings
Configure mobile alert settings (and other incoming alerts, such as IPAWS) to configure the
response to the alert. You can select a severity level, specify whether the incoming alert appears
on the Map, and whether an alert template is published.
To configure incoming alerts with standard types (such as geophysical, security, or fire), see the Manage
Alert Rules section of this guideManage Alert Rules.
Note: For information about how to create a new incoming alert report that users can access
through their mobile devices, see the Create a Field Report for the Mobile App section of
this guide. These alerts appear on the Situation map and on reports with icons.
To set up and configure incoming alert settings, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Mobile Alert Settings link.
The Mobile Alert Settings screen opens, displaying several sections based on the source of
the alert.
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Mobile—Used for mobile phones and tablets that use the Mobile application.
To learn more about IPAWS inbound alerts, refer to the AtHoc IPAWS User Guide. To
learn how to install and configure IPAWS, refer to the AtHoc IPAWS Installation and
Configuration Guide.
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AtHoc Network—Shared within the AtHoc Connect organizations, with categories for
Incoming communication alerts that organizations can use to invite, accept, or decline
connections. The Connect Notifications alert template is used for these incoming alert
types. This alert template is enabled for invitations and acceptances.
3. Select the
(Edit) icon to open an incoming alert category and view the category defaults.
The following characteristics apply to the Edit screens for incoming alert categories:
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Emergency, Check In, and Standard titles and icons are preset and cannot be
changed.
Report titles and icons are configurable and can edited by any authorized user. Report
event categories also contain a Message field that is not present for Emergency and
Check in categories, or Standard or AtHoc Connect categories.
For all types of event categories, the following are true:
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The Default Severity option is preset and can be changed as needed. Options
include High, Moderate, Low, Informational, or Unknown.
The Run Alert Template option is sometimes preset and can be changed as
needed. Select None to avoid running an alert template.
The Automatically display on map checkbox is selected by default for all
categories and can be changed as needed.
4. Enter or select values in each of the fields on the screen.
5. Click Save.
Mobile Alert Types
The following event types are available in the system:
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Mobile Standard
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Emergency (Duress)
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Check-in
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Report: Send a Message
Custom
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Report: Add a custom report
Other: IPAWS, Weather
Create a Field Report for the Mobile App
When a mobile user sends a field report, they can choose from a list of report types. These field
reports types can trigger an alert template.
To add a field report type to the list of field reports users can access through their mobile devices,
complete the following steps:
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1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click the Mobile Alert Settings link.
The Mobile Alerts Settings screen opens.
Note: If you have IPAWS enabled, a category called Other appears between the Mobile and
Standard sections.
To learn more about IPAWS incoming alerts, refer to the AtHoc IPAWS User Guide. To learn
how to install and configure IPAWS, refer to the AtHoc IPAWS Installation and Configuration
Guide.
3. In the Report section, click the Add button. The Report screen opens.
4. Add or select values in the following fields:
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Title—Enter a descriptive label that identifies the field report.
Message—Enter the default message you want to appear in the message field. This text
can be edited by end users prior to them sending the field report.
Icon—Select the specific icon you want to use on maps to represent the event report.
Default Severity—Select the default severity of the field report. Severity options include
High, Moderate, Low, Informational, or Unknown, and end users can change the severity
prior to sending the report.
Run Alert Template—Select an alert template to be published when a user sends the
field report. Note that only alert templates that are ready to be published are displayed.
Automatically display on map—(Optional) Select this checkbox if you want the field
report to appear by default on the map. This setting cannot be edited by end users prior to
them sending the report.
5. Click Save to add the field report to the list of options under the Report section.
6. (Optional) Repeat steps 3 through 5 to add additional report types that end users can access
when preparing to send an event report.
Configure Situation Settings
The following section describes how to configure all of the Situation-related elements within
BlackBerry AtHoc including teams, maps, map layers, and event types.
Set Up and Configure Situational Awareness
Shared situational awareness is based on the requirements of your organization for sharing map
layers across teams and the end-user population. Situational awareness includes the following key
features:
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Multi-team collaborative map manipulation
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Drawing tools for creating objects on maps
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Display of incoming alerts on shared maps, which allows emergency responders and managers
to share videos, photos, and files with targeted users on their mobile devices
Tracking of the location and status of end users, first responders, and other key personnel
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Ability to import GIS layers and integrate with third-party Common Operating Picture (COP)
systems
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Integrated cross-team notification
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A “Significant Activities” dashboard
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Shared customizable reporting dashboards
Situation involves the following tasks:
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Setting up key teams, such as Fire, Security, and Emergency Management
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Creating shared situational awareness checklists
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Creating tags that will be available for quick selection when adding or editing activity log entries
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Establishing the criteria that will be used to purge activity log entries and map items that have
been drawn on editable layers on maps
Set Up a Team in Shared Situational Awareness
Setting up teams in Shared Situational Awareness is a two-part process. First you create the team
as a new value in the Emergency Community user attribute, and then you configure the team in the
Shared Situational Awareness settings screen.
Create the Team Name on the User Attributes Screen
To add the team to the Emergency Community user attribute complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
3. In the User Attributes table that appears, locate and click the Emergency Community row.
The details for the Emergency Community user attribute appear in the lower half of the
screen.
4. Click the Values tab.
5. Click the Add a new value link at the bottom of the tab.
6. In the Option Label column, enter the name of the new team.
The name then also appears in capital letters in the Common Name column.
7. Click Save to save the new team in the system.
Configure the Team on the Shared Situational Awareness Screen
1. In the Navigation bar, click the
(Settings) icon.
2. In the Situation region, click the Situation Settings link.
3. In the Teams section of the Shared Situational Awareness screen that appears, locate the
team name you created in Part 1.
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4. (Optional) Select the Receives notifications checkbox if you want the team members to
receive notifications of incoming alerts.
5. Click Save to remain on the screen or Save + Exit to return to the Settings screen.
Set Up Purge Criteria for Map Items
During set up and configuration an Administrator can define the length of time activity log entries
and map items are displayed on the map before they are purged. To set up the purge criteria,
complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Situation region, click the Situation Settings link. The Shared Situational Awareness
screen appears.
3. Scroll down to the Purging section.
4. In the Remove log entries older than field, select the amount of time you want a log entry to
remain on the map before being purged:
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Never
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One month
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Three months
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Six months (default)
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Nine months
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One year
5. In the Remove map items older than field, select the amount of time you want a map item
to remain on the map before being purged:
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Never
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One month
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Three months
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Six months (default)
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Nine months
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One year
6. Click Save to remain on the screen or Save + Exit to return to the Settings screen.
Manage Maps and Layers
As an Administrator user, you can set up and configure map display layers, base the map layers on
incoming alerts or categories, establish filter controls, provide free text and results viewing on the
map layers, and define map layer details.
To configure and set up maps, shapes, and people layers, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Situation region, click the Map and Layers link.
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The Map and Layers screen that appears provides separate areas for setting up and
configuring maps, shape layers, and people layers, with default layers displayed for maps and
layers.
Maps
BlackBerry AtHoc Professional Services can work with you to define selectable zones on maps
available through Microsoft Bing Maps. They can also assist in setting up Bing Maps. Before that,
the BlackBerry AtHoc application server must be licensed for map targeting and a Bing Maps key
must be procured.
The Maps area of the screen contains the following fields, which you can use to change or update
the default map and map key:
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Bing Key—Provides a link to change and update the Bing key, which is required for every
organization that uses GIS targeting.
Bing Map URL—Displays the default Bing map URL. This field can be set to any location.
Bing Geocoding URL— Displays the default geocoding URL. This field can also be set to any
location.
Default view—Displays the map that appears to users whenever they open the default map
screen in BlackBerry AtHoc. To change the map, complete the following steps:
a. Click and hold the cursor inside the map window.
b. Drag the map to your desired default location if the new location is close to the default
location. Otherwise, use the button in the side bar to zoom out and then use the
button in the sidebar to zoom in to the area you want to show by default.
c. After you have navigated to your desired location and elevation, click the Save or Save +
Exit button at the top of the screen.
Note: Before clicking Save or Save + Exit, you can undo any of the changes you make to
the map default location by clicking the Use my original view button that appears
as soon as you move the map.
Shape Layers
The Shape Layers area of the screen displays details about each of the shape-related layers that
have been configured for maps. Shape layers that are attached to a category marked as Default
are selected on launch.
There are two kinds of shape layers: standard and linked kml. Both of these are created manually,
but the process is different for each.
Create a Standard Shape Layer
To create a new standard Shape layer, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Situation region, click the Map and Layers link.
3. Click the Add a layer link at the bottom of the Shape Layers list.
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4. Enter a name for the new layer.
5. (Optional) Select the Read only checkbox if you want to prohibit users from modifying the
layer.
6. (Optional) Select the Displayed on map by default checkbox if you want the layer to appear
automatically each time a user accesses the map.
7. Click the Import map data link to associate the map layer with specific data.
8. On the Import Shape File popup screen that appears, click the Browse button and navigate to
and then select the shape .zip file that you want to import.
Note: The imported shape file should not exceed 100 Mb and should be saved as a zip file
containing one of each of the following file types: .prj, .dbf, and .shp
BlackBerry AtHoc supports the GCS_WGS_1984 Geographical Coordinate System,
with the following data:
Well-known ID
GCS
Data
Name
GCS_WGS_1984
4326
GEOGCS["GCS_WGS_1984",DATUM["D_WGS_1984",SPHEROID["WGS_
1984",6378137.0,298.257223563]],PRIMEM["Greenwich",0.0],UNIT
["Degree",0.0174532925199433]]
If your shape file data uses any other geographic coordination system (GCS), open the file in a
standard GIS tool. Convert the shape file using the specified GCS values in the table.
9. On the Import Shape File screen that opens, use the three dropdown lists to select a name,
description, and visibility level for the shapes that are in the file.
10. Click Import.
11. Click Done to finish adding the new map layer.
12. Important: Click Save or Save + Exit at the top of the Map and Layers screen to save your
changes. If you forget to do this, the Shape layer will not be saved in the system, even if you
clicked Done in Step 11.
Create a Linked KML Layer
Note: Linked KML layers cannot be edited after they are created.
To create a linked KML layer, complete the following steps:
1. Click the Link to outside map info link at the bottom of the Shape Layers list.
A new row appears at the bottom of the list.
2. Enter a Name for the new layer.
3. Choose one of the Visibility list options.
4. Enter the URL for the map info.
Note: The map information must be saved on the server in a folder called kml and the URL
for the map info must end with a .kml extension, as shown in the following example:
http://openlayers.org/dev/examples/kml/sundials.kml
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5. (Optional) Select the Displayed on map by default option if you want the layer to be visible
to authorized users as soon as the map opens.
6. Click Done to save the new layer.
7. Important: Click Save or Save + Exit at the top of the Map and Layers screen to save your
changes. If you forget to do this, the Shape layer will not be saved in the system, even if you
clicked Done in Step 6.
People Layers
The People Layers area of the screen displays details about each of the people-related layers that
have been configured for maps. People layers that are attached to a category marked as Default
are selected on launch.
To create a new People layer, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Situation region, click the Map and Layers link.
3. In the People Layers section, click the Add a layer link.
A new row appears at the bottom of the list.
4. Enter a name for the new layer.
5. Click the Select End Users link to create the list of users whose names will appear within the
layer.
6. Click the Select an icon for users on this layer link to pick a pin icon to represent the layer
when it is displayed on a map.
In the image below, the location of the Group 1 Employees group is identified by a purple pin
on the map, and the location of the Operations is identified by a green pin on the map.
7. In the Visibility dropdown list, select the team that you want the new layer to be visible to or
select All Users if you want everyone to be able to see the layer.
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8. (Optional) Select the Displayed on map by default checkbox if you want the layer to appear
automatically each time a user accesses the map.
9. (Optional) Click the These items can be viewed on mobile devices link to make the layer
visible when the maps are viewed on mobile devices. If you do not select this option, the layer
will appear only when the map is viewed on a computer.
10. Click Done to save the new map layer.
11. Important:Click Save or Save + Exit at the top of the Map and Layers screen to save your
changes. If you forget to do this, the People layer will not be saved in the system, even if you
clicked Done in Step 10.
Configure AtHoc Connect in the BlackBerry AtHoc Management
System
The following sections describe how to enable and configure AtHoc Connect for your organization
by setting up the delivery and device, customizing visibility settings, and setting up the correct
operator permissions so that you can connect with other organizations.
Enable the Connect Device on the BlackBerry AtHoc Server
The first step in configuring devices for BlackBerry AtHoc is to enable the device on the BlackBerry
AtHoc server. When you enable the device, it appears in the list of gateways on the Settings
screen and in the list of devices in Devices.
To enable a device, complete the following steps:
1. Log in as an Administrator to the server on which BlackBerry AtHoc runs.
2. Navigate to the following folder: ../Program Files (x86)/AtHocENS/ServerObjects/Tools
3. Open the following application: AtHoc.Applications.Tools.InstallPackage
The Configure Device Support screen opens.
4. Select the checkboxes next to each device needed for the organization.
5. Click Enableand then click Close.
Configure the BlackBerry AtHoc Management System for AtHoc
Connect
Each group of BlackBerry AtHoc users is associated with an organization. When setting up your
organization, you might also need to configure your system to work with other BlackBerry AtHoc
organizations.
Enable BlackBerry AtHoc Cloud Services Polling for the System
Note: To enable BlackBerry AtHoc Cloud Services polling you must be an system administrator
on System Setup.
1. Log into System Setup as a system administrator.
2. In the Navigation bar, click the
(Settings) icon.
3. In the System Setup region, click the System Settings link.
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4. Click Edit.
5. In the Advanced Settings region, go to the AtHoc Cloud Services section and then select the
Required checkbox next to the Enable Cloud Services field.
6. In the Server Address field, specify the PSS server address.
7. Click the Save button.
Create a Health Monitor
Global health monitors monitor the connectivity between AtHoc Cloud Services (PSS) and the
BlackBerry AtHoc Management System.
To create a global health monitor, perform the following steps:
1. Log in to System Setup as a System Admin.
2. In the Navigation bar, click the
(Settings)icon.
3. Under System Setup, click Global System Health.
4. Click the Create new monitor link under the "System Visibility Console" screen title. The
New Health Monitor screen opens.
5. Enter a name for the new monitor.
6. Select the Health Monitors with which you want the new health monitor to be associated.
7. Select the Show errors and warnings for this monitor on the Home Page checkbox.
8. Select the Show this Health Monitor in the Virtual System Visibility Console checkbox.
9. In the How does this Monitor test the system? section, select the Web URL Test radio
button in the Choose a test field.
10. In the Test Configuration field, enter a test configuration using the same URL as the NDS
server that was used to configure the AtHoc Connect gateway.
11. Leave all of the other fields on the screen unchanged.
12. Click Save to create the Health Monitor.
Create an Organization for Each Connection
For each Connect organization, you must create a BlackBerry AtHoc organization on your system.
Note: To create and configure a new organization in the system, you must be a System
Administrator with permissions to switch between organizations from within the BlackBerry
AtHoc user interface.
To create and then configure a new organization, complete the following steps:
1. Log in to System Setup or the Enterprise organization from which you want to create a child
organization.
2. In the Navigation bar, click the
(Settings) icon.
3. In the System Setup region, click the Organizations Manager link.
Depending on the type of organization you logged in to, either the Enterprise Organizations
screen or the Sub Organizations screen opens.
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4. Click the New button.
5. Enter a name for the new organization and select an administrator from operators that exist in
the system.
6. Click Save.
7. In the Navigation bar, click your username, and then click the Change Organization link in
the menu bar that appears. The Change Organization screen appears.
8. Click the new organization, and then click OK.
9. Complete the other typical organization set up steps with users, and alert templates. From
Settings > Organization Settings, you can define the URLs, name, logo images, default
alert templates, and Self Service defaults.
Create and Enable an Organization for a Basic Account
AtHoc Basic provides a limited set of features for the draft account to publish alerts between AtHoc
Connect organizations. A draft organization is used by user that primarily publishes alerts across
organizations.
To create and enable a draft organization , complete the following steps:
1. Create the organization:
a. Log in to System Setup (3) with an Administrator account.
b. In the Navigation bar, click the
(Settings) icon.
c. In the System region, click the Organizations Manager link.
d. Click the New button.
e. On the Organizations Manager screen that opens, enter a name for the new
organization.
f. Select the Basic organization type and click Save.
Details of the new organization appear below the organizations list, with default values
appearing for the display name, time zone, and homepage URL.
2. Log in to the account that you set as the administrator.
a. Change to the organization that you create from the navigation menu.
b. In the Navigation bar, click your username on the right side
c. Click the Change Organization link in the menu bar that appears.
d. On the Change Organization screen that appears, click the name of the organization you
just created, then click OK.
The system refreshes and then displays the new organization. You can confirm that this
has happened by looking at the name of the current organization in the top menu bar on
the screen.
The homepage opens. If you see a Terms and Conditions page instead of the
homepage, do not click the Accept button. Contact BlackBerry AtHoc Support. The
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Terms and Conditions should only be shown to the first administrator of the Basic
account.
3. Create the draft administrator for the account:
a. In the Navigation bar, click the Users button.
b. Click the Users link.
When the Users screen opens, there should be no users displayed.
c. Click the New button.
d. Enter the username, password, and the email address (required).
e. Click the Save button.
f. Click the Grant Operator Permissions button.
g. From the Operator Roles dropdown list, select the Admin role.
h. Click the Save button
Next Steps: You have completed the setup for the Basic organization. The next step is to send the
user name and password to the Basic administrator so that they can log in to their account.
Configure the AtHoc Connect Gateway
Use the AtHoc Connect gateway to set up organizations.
To set up the AtHoc Connect gateway, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the AtHoc Connect link.
3. Enter the URL of the production PSS server.
4. Enter the username and password values for the PSS server.
Configure the AtHoc Connect Device
Note: You must have the Enterprise Administrator role to perform this task.
To configure the AtHoc Connect device, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. On the Device Manager screen, click the AtHoc Connect line to open the AtHoc Connect
details screen.
4. Click the Edit button.
5. Complete the following fields if they are not already populated:
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Name: AtHoc Connect
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Common Name: UAP-IAC
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Targeting Help Text: You are about to publish to other
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Organizations via AtHoc Connect.
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Delivery Gateways: AtHoc Connect should appear in the list.
6. Click Save and then click Enable to enable the device.
For more information on device configuration, refer to the “View and Edit Device Details”
section of the BlackBerry AtHoc User Guide.
Set Up AtHoc Connect Incoming Alert Types
Optional, based on customer requirements.
1. In the Navigation bar, click the
(Settings) icon.
2. In the Basic region, click Incoming Alert Settings.
3. Scroll down to the Standard: Basic Incoming Alerts section.
4. For each alert in the section, complete the following steps:
a. Click the
(Edit) icon.
b. On the details screen that opens, go to the Run Alert Template field and select Incoming
Connect Alert from the dropdown list.
c. Click Save.
5. On the Incoming Alert Settings screen, scroll down to the AtHoc Network: Communication
Alerts section.
6. For each alert in the section, complete the following steps:
a. Click the
(Edit) icon.
b. On the details screen that opens, go to the Run Alert Template field and select
Connection Invitation from the dropdown list.
c. Click Save.
7. AtHoc employees: To complete the configuration of AtHoc Connect, refer to the AtHoc
Connect Plug-in Guide.
8. To verify your set up, set up two Connect organizations and send alerts between them. For
more information, refer to Connect Organizations with AtHoc Connect.
Add Connect Permissions
Operators need the Connect Agreements Manager role to manage connections, see the
Organizations menu and screens, and view and edit AtHoc Connect settings.
To add this role to an operator, complete the following steps:
1. In the Navigation bar, click the Users button.
2. Click the Users link.
3. Use the Search field to locate the operator whose permissions you want to edit, then click their
name in the results list.
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The user details screen opens, displaying all of the information for that user in the system.
4. Click the Edit Operator Permissions button.
5. On the Operator Permissions screen that appears, click the Operator Roles dropdown list
and click to select each of the Connect roles.
6. Click Save to update the operator permissions in the system.
Connect Profile: Set Up Visibility
Roles: You must have the Connect Agreement Manager, Organization Administrator, or Enterprise
Administrator role to access the Organization menu and screens and to change AtHoc Connect settings.
You can use the Add New Organization screen (the AtHoc Connect directory) to choose whether
organizations in certain sectors can see you. By default, your organization is visible to all other
organizations. The visibility setting lets you select relevant sectors. For example, if your
organization is in the Federal Defense sector, you can specify that only organizations in the
Federal Defense sector can see you in the AtHoc Connect directory.
If you are connected to an organization that is outside your selected sectors, your organization is
still visible to them in the AtHoc Connect directory. However, if either of you disconnects from
sending or receiving notifications, the other organization can no longer see your organization in the
directory.
To set your visibility settings, complete the following steps:
1. In the Navigation bar, click the Organizations button.
2. Click the Connect Profile link.
The Connect Profile screen opens.
3. In the Visibility section, choose an option:
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Select All Sectors if you want to allow any organization to send connect invitations.
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Select Selected Sectors if you want to limit your visibility by sector.
a. Click the dropdown list under the Selected Sectors radio button.
b. Select one or more sectors that connect with your organization. For example, if you
choose Education, only organizations in the Education sector can view your
organization in the Organizations list.
Note: If you choose All Sectors, all current sectors are selected and can see your
organization. However, if sectors are added to AtHoc Connect, organizations
in the new sectors will not be able to see your organization because they will
not have been selected.
c. Remove sectors by clicking the
(Close) button inside the related sector pill.
4. Click the Save button to complete your changes.
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System Setup
The following sections describe how to configure and maintain your BlackBerry AtHoc
organizations at the system level.
Specify System Settings Options
Use the System Settings options tab to configure the name, URL, time zone, database archive
directory, system help desk information, and support page content link that are displayed
throughout the BlackBerry AtHoc system. You can also configure the client certificate and AtHoc
Cloud Services (PSS) settings.
To specify system-wide settings, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the System Settings link.
3. Click Edit to configure the following global settings:
System Setup Parameters
Within this section, determine the following values:
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Name—Enter a unique name for each BlackBerry AtHoc installation.
Identifier—Unique identifier for the organization determined when the organization is
created.
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System Setup URL—Web address for BlackBerry AtHoc.
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Desktop Traffic URL—Web address for the AtHoc Desktop Notifier.
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Time Zone—The time zone for the application server.
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Database Archive Directory—Enter the location where the database is archived.
Provide the full path name relative to the machine on which BlackBerry AtHoc is installed.
Custom Content
Customize messages for the operator in every organization in the system. Within this section,
you can configure the following:
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Management System Help—Displays support information text that displays on the log
on screen. Typical information includes directions or link when the user forgets their
password. Accepts HTML formatting.
System Disclaimer Message—Displays a required disclaimer, such as limitations on
liability or use of copyrighted materials. The limit is 4,000 characters. The disclaimer can
display as a splash screen before operators log in or as a banner in the BlackBerry AtHoc
Desktop window. The banner displays regardless of the module selected from the
Navigation bar. For example, use a banner to notify Operators that the information they
are currently viewing is classified and protected from unauthorized use.
Client Certificates
Specify client certificates for the client machine. If you are using a Mobile Alerting Service
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(MAS) laptop, ensure that it has the same certificate settings. Use the Microsoft Management
Console (MMC) snap-in tool to view certificates on a Windows machine. To access, type
MMC in the Start menu field. Within this section, you can configure the following:
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Client Certificate—Select this checkbox to append a client certificate.
Subject—Enter the value of the Subject parameter found on the Details tab of the
certificate settings, as shown in the following figure.
Store Name—Certificates are found in stores. Specify Personal or one of the options in
the dropdown list.
Store Location—The stores are located either in the current user store or the local
machine store.
AtHoc Cloud Services
AtHoc Cloud Services checks for messages sent between BlackBerry AtHoc and the mobile
application. Within this section, you can configure the following:
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Enable Cloud Services—Select this checkbox to use the Mobile App or AtHoc
Connect.
Server Address—Enter the name of the server URL for AtHoc Cloud Services.
Provided by BlackBerry AtHoc Technical Support.
Username—Enter the username that the Polling Agent for AtHoc Cloud Services uses
when polling requests from the service. Provided by BlackBerry AtHoc Technical
Support.
Password—Enter the password that the Polling Agent uses when polling requests from
the service. Provided by BlackBerry AtHoc Technical Support.
System Data Maintenance
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Specify the frequency of records maintenance for the system.
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Event Viewer—Enter the number of days after which event records are deleted.
Desktop Sessions—Enter the number of days after which data is deleted for sessions
of the Desktop App.
Geo History—Enter the number of days after which historical data for geo location data
is deleted.
In-Product Tutorials
Specify whether product tutorials (Complete a Task) are enabled or disabled.
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Self Service—Select this checkbox to enable Self Service tutorials.
Management System—Select this checkbox to enable tutorials for the BlackBerry
AtHoc Management System.
Send Analytics—Select this checkbox to provide anonymous information to BlackBerry
AtHoc so that we can improve the product.
4. Click the Save button.
Add or Remove a Disclaimer for the BlackBerry AtHoc Management
System
If your organization requires posting a disclaimer, such as limitations on liability or use of
copyrighted materials, you can create a disclaimer that displays in the form of a splash screen
before operators log in to BlackBerry AtHoc. You can also customize a banner that displays in the
BlackBerry AtHoc Desktop window. The banner displays regardless of the module selected from
the Navigation bar.
Add a Disclaimer
To create a disclaimer, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the System Settings link.
3. In the text-entry box under the Custom Content section, type the text of the disclaimer. The
limit is 4,000 characters.
4. Click the Save button.
These changes will be applied at the next login to BlackBerry AtHoc Management System.
Remove a Disclaimer
To remove a disclaimer, simply delete all the text in the text-entry box, then click Save.
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Security Policy Settings
The security policy manages password rules, sessions settings, and Captcha settings.
Additionally, it allows you to force users to change their passwords the next time they log in.
Define Password Rules
Threats of security breaches have motivated organizations to develop stringent rules governing
password creation and mandatory password change cycles. BlackBerry AtHoc enables
customizing the rules for password creation and password complexity to conform to your
organization’s policies, including compliance with the United States Department of Defense
password requirements.
Important: In addition to the rules covered on the Security Policy screen, consider communicating the
following guidelines to your organization when defining passwords:
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Avoid words found in a dictionary, or a proper name, spelled forwards or backwards.
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Avoid simple keyboard sequences with repeated keystrokes.
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Avoid previously used passwords.
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Avoid strings that reference personal information.
To define password creation rules, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. In the Password Rules fields on the Security Policy screen, specify values based on the
following information:
Note: If a password rule is unnecessary in your organization, type 0 (zero) as its value.
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Renew Password After—Forces operators to change their passwords every n number
of days. Type the number of days that a password is valid. Type 0 to never force
operators to change their passwords.
Renew Password After—Prevents operators from recycling recent passwords. For
example, type 5 and the system does not accept any of the last 5 passwords created by
an operator. Type 0 to allow operators to use any previous password.
Minimum Password Age—Set the minimum time interval for changing passwords. For
example, type 15 to force users to wait at least 15 days before changing their passwords.
Minimum Changes in Password—Specify the minimum number of characters in a
password, to prevent users from using very similar passwords. For example, type 5 to
force users to change at least 5 characters each time they change their passwords.
Lock Account After—Prevents unauthorized attempts to guess an operator’s
password. Type the maximum number of login attempts allowed. Operators cannot log in
using the same username after a lockout. Type 0 to allow an unlimited number of login
attempts.
Reset Lockout After—If a lockout occurs, reset it after a specified number of minutes.
Set to 0 (zero) to prevent the lockout from being automatically reset. For this last case, to
reactivate the account, the Administrator must go to Users > Users. Click the user's
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name, then click the Edit Operator Permissions button on the user details screen that
appears. Click the Unlock link to change the status.
4. When you have finished updating the security policy settings, click the Save button.
The updated password requirements go into effect for all new operators and for existing
operators when their passwords expire. Operators whose passwords never expire do not
have to change their passwords to conform to updated password requirements.
Configure Password Complexity
In addition to creating password rules, if you have the required permissions, you can configure the
level of complexity required for user passwords by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. In the Password Complexity field on the Security Policy screen, select values from the
dropdown lists for each of the following components:
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Minimum Length—The minimum number of characters that a password must contain.
Select a value between 7 and 20.
Minimum Lowercase Characters (a-z)—The minimum number of lowercase
characters that a password must contain. Select a value between 1 and 6. If no
lowercase characters are required, select 0.
Minimum Uppercase Characters (A-Z)—The minimum number of uppercase
characters that a password must contain. Select a value between 1 and 6. If no
uppercase characters are required, select 0.
Minimum Numeric Characters (0-6)—The minimum number of numeric characters
(0-9) that a password must contain. Select a value between 1 and 6. If no numeric
characters are required, select 0.
Minimum Special Characters —The minimum number of special characters
([email protected]#$%^&*()_+)that a password must contain. Select a value between 1 and 6. If no
special characters are required, select 0.
4. Click the Save button to add the new password complexity configuration to the system.
The updated rules go into effect for all new operators and for existing operators when their
passwords expire. Operators whose passwords never expire do not have to change their
passwords to conform to updated password complexity rules.
Enforce a System-Wide Password Update
If you have the necessary permissions, you can enforce a system-wide password change with
present password rules and complexity. Selecting this options forces all operators to change their
password the next time they log in. The operators whose passwords are set to never expire are
exempt from this enforcement.
Important: After this action is taken, it cannot be undone.
To enforce a system-wide password update, complete the following steps:
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1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. On the Security Policy screen, click the Enforce password update button.
Enable Operator Log In Using Smart Cards
When Smart Card authentication is enabled in addition to regular username/password
authentication, users have the option of logging in to BlackBerry AtHoc by inserting their Smart
Card into a card reader and then entering a PIN. This is commonly used for Department of
Defense systems.
Note: In order to use this option, you must set up Mapping IDs for each user through the Users
manager.
To enable Smart Card log in for Operators, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. In the Smart Card Authentication field, select the Smart Card Logincheckbox.
4. Click Save to update the authentication type in the system.
Require Operator Log In Using Smart Cards
When Smart Card authentication is required, users can only access BlackBerry AtHoc by inserting
their Smart Card into a card reader and then entering a PIN. This is commonly used for
Department of Defense systems.
Note: In order to use this option, you must set up Mapping IDs for each user through the Users
manager.
To require Smart Card log in for Operators, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. In the Smart Card Authentication field, select the Smart Card Login checkbox.
4. Select the Require Smart Card checkbox.
5. Click Save to update the authentication type in the system.
Effects of Requiring Smart Card-Only Authentication
If you opt to require Operators to log in using Smart Cards, the following changes occur in the
administrative side of the BlackBerry AtHoc system:
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All sub organizations of the main organization inherit the Smart Card-Only authentication
method.
The log in screen continues to display Username and Password fields because until a user
attempts to log in, the system has no way of knowing what organization the user belongs to and
what restrictions, if any, the user's organization has imposed on authentication.
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After the user attempts to log in with a username or password combination, the system returns
an error message informing them that they must use their Smart Card for system
authentication.
Set Session Timeout and Continue Session Values
To set the maximum amount of time a user session can be inactive before auto-logout occurs and
the amount of time prior to that time that a "Continue session?" popup appears, complete the
following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. In the Login Session region of the Security Policy screen, enter a value in the Session
Timeout field.
4. In the Warning Before Session Timeout field, enter the number of minutes prior to autologout that the warning message will appear on the user's screen. If the user does not click to
continue the session before the timer runs out, they will be logged out of the system
automatically.
5. Click Save.
The Session Timeout value will be applied the next time a user logs in to the BlackBerry AtHoc
Management System.
Enable CAPTCHA Validation
A CAPTCHA field is a security test that validates whether a human is entering content into a field
rather than an automated program by requiring users to enter the specific numbers or text that they
see in an image into a text-entry field.
To enable CAPTCHA, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Security Policy link.
3. Under CAPTCHA Settings, select Enabled.
4. Click Save.
Monitor System Health
The supervision and monitoring framework within BlackBerry AtHoc graphically illustrates current
status and abnormal conditions and failures in the Management System homepage, and provides
access to its status and administration functions.
Overview of System Health Monitoring
BlackBerry AtHoc has the capability to monitor and supervise the operational status of the
following:
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BlackBerry AtHoc internal modules and processes
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Integrated systems and devices
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This monitoring and supervision framework operates at global and organization levels, allowing
you to do the following:
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Define scheduled monitors of different types to check various system operational conditions.
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Designate normal and abnormal operating conditions.
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Define what actions to take when state transitions take place including proactive notification to
system administration and operation teams.
Access every monitor associated with the system through the System Visibility Console and
view all monitors that are in an Error state from a tab on the BlackBerry AtHoc homepage.
Review Pre-Configured Health Monitors
Your BlackBerry AtHoc system includes a set of default health monitors that are grouped into the
sections described below. When creating a new monitor, you can opt to add it to one of the groups
or create a new group and give it any name you want.
Note that global monitors can be viewed from both the Global System Health and System Health
links. However, organization monitors can be viewed only from the Organization view. In addition,
monitors can be edited only through the Global System or organization under which they were
created.
The following section provides brief descriptions of the different kinds of health monitors available
in BlackBerry AtHoc.
Database
The following monitors are available in the Database section:
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Database Full Backup—Runs a database query to identify the time of the most recent
database full backup.
Database Space—Runs a database query to identify how much space is available in the
database. throws an error if the TempDB size falls below the set threshold value.
TempDB Size—Identifies the minimum Microsoft TempDB data sizes required by BlackBerry
AtHoc. The following sizes are recommended:
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1 GB for SQL Express edition
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2 GB for SQL Standard edition
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4 GB for SQL Enterprise edition
Web Applications
The following monitors are available in the Web Applications section:
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Bing GIS—Tests the Bing GIS URL for responsiveness. Can be edited through the Global
System Health screen.
Desktop Client Server Interface—Tests the Desktop Client Server Interface URL for
responsiveness.
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Management System Console—Tests the Management System URL for responsiveness.
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Mir3—Tests the Mir3 URL for responsiveness.
Services
The following monitors are available in the Services section:
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IIS Longevity—Tests how well the Web Application is operating by evaluating the BlackBerry
AtHoc diagnostic logs.
Scheduled Job Queue—Tests how well the Scheduled Job Queue is operating by running a
query on the database.
System Tasks—Tests how well the system task are functioning by running a query on the
database.
Tracking & Reporting—Tests how well the Tracking & Reporting system is operating by
running a query on the database.
Delivery Gateways
The following monitors can be in the Delivery Gateway section:
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AtHoc Cloud Delivery Service (East)—Tests the connectivity of the AtHoc Cloud delivery
service.
AtHoc Cloud Delivery Service (West)—Tests the connectivity of the AtHoc Cloud delivery
service.
AtHoc Mobile Service—Tests the connectivity between the current organization and the
AtHoc Mobile Service.
General
The following monitor is in the General section:
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Online Users—Identifies the number of Online Users using desktop popup alerts within the
past 24 hours.
Application Servers
The following monitor is available in the Application Servers section.
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AtHoc Processor—Removed in 6.1.8.86 R2. See the Alert Publishing health monitors.
Alert Publishing
The following monitor is available in the Alert Publishing section.
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Delivery—Monitors delivery batches for the alert publishing cycle and report if there have been
publishing errors within the last 24-48 hours.
Publishing—Monitors live publishing activity, and report if alerts do not go live within a
specified amount of time.
View the List of System Health Monitors with Errors
You can review a list of all system health monitors that are currently in an Error state by completing
the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Global System Health or System Health link,
depending on whether you want to review the error list for the global system or organization.
The System Visibility Console screen opens, displaying an Errors & Warnings section at the
top. The monitors that appear in this section represent all of the monitors that are currently in
an Error state.
3. Click any of the monitor names in the Errors & Warnings section to view details about the
corresponding monitor.
The screen that appears contains a large red field at the top that explains why the monitor is in
an Error state and a Testing history field below it that shows the state of the monitor during
each of the recent tests.
Create a System Health Monitor
To create a system health monitor, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Global System Health or System Health link,
depending on which system contains the monitor that you want to edit.
The System Visibility Console screen opens, displaying all of the system monitors in the
system.
3. Click the Create new monitor link at the top of the screen to open the New Health Monitor
screen.
Note: You can also click any of the Create new monitor links within the groups on the
System Visibility Console screen. The difference is that when you click a link within a
group, the New Health Monitor screen that opens has the Is it associated with other
Health Monitors? field preset to the name of the group the link appeared within.
4. Complete the fields in the following sections:
Basic details
a. Enter the name of the monitor, the location where you want it to appear on the
Visibility Console screen, and the time and frequency of the monitoring checks.
b. Designate whether or not the monitor will appear on the Organization Visibility Console
and whether errors and warnings about the monitor will appear on the System area on
the BlackBerry AtHoc homepage.
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How does this Monitor test the system?
Select the kind of test the Monitor will run on the system. Note that the type of test cannot be
edited after it is saved. The following options are available:
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Web URL Test
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Combined Health Monitors
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BlackBerry AtHoc Event Logs
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Database Procedure
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UAP Health Test
After you make a selection, sample configuration XML for that type of test appears below the
Test Configuration field. Use that as the basis for the XML code you enter into the Test
Configuration field.
How is the state of this Health Monitor determined?
Designate the way the state of the monitor will be determined by selecting one of the radio
button options:
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Use the most recent test result
Calculate it over multiple test results—If you select this option, use the dropdown lists
in the section to specify how the calculation should be determined. Optionally, select the
Match the state if checkbox if you want to also use "X" number of identical test results as
a trigger for a state change, where you set the value for X.
What happens when this Health Monitor reaches a particular state?
For each of the Health Monitor states, specify the following:
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The implications of the state
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Error—The test returned an error condition on the object being tested.
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Warning—The test returned a warning condition on the object being tested.
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Good—The test run returned the expected results.
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Inoperative—Indicates that the test process failed. It does not reflect health of the
object being tested, rather it indicates operational status of the monitor itself. For
example, if in a database query, the database referenced has a typo and the system
cannot find the database to query.
Actions to take when the monitor is in the selected state
Define the actions that should be taken any time a monitor transitions into each of the
states. To make this process faster and less prone to errors, you can click the Show a list
of possible actions link for each state and then add either or both of the actions—Trigger
a URL or Send an Email— on the popup screen to the Configure field.
5. Click Save. The system evaluate the parameters you set and if they are correct, creates a
new monitor. If the syntax in any of the conditions is incomplete or incorrect, an error message
is displayed.
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Edit a Health Monitor
To edit a system health monitor, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon
2. In the System Setup region, click the Global System Health or System Health link,
depending on which system contains the monitor you want to edit.
The System Visibility Console screen opens, displaying all of the system monitors in the
system.
3. When you locate the monitor you want to edit, click its name.
4. The monitor details screen opens, displaying the current state of the monitor along with its
recent testing history.
5. Click any or all of the sections on the screen to edit the fields within them.
Testing history
Change the granularity of the timeframe displayed in the history table by clicking the Hourly,
Daily, Weekly, or Monthly links.
Change the block of time you are looking at by clicking the (Previous) and (Next)
buttons. If the granularity is set to Monthly, for example, clicking the Previous button displays
the testing history for the previous month.
Basic details
Change the name of the monitor, its location on the Visibility Console screen, and the time and
frequency of the monitoring checks.
Change the setting that determines whether the monitor appears on the Organization Visibility
Console and whether errors and warnings about the monitor appear on the System tab on the
BlackBerry AtHoc homepage.
Database Procedure
Update the test configuration script that is used in the monitor.
How is the state of this Health Monitor determined?
Change the way the state of the monitor is determined by selecting the other radio button:
most recent result or combined results.
What happens when this Health Monitor reaches a particular state?
Change the implications of any or all of the states, and configure different transaction actions
for any or all of the states.
6. When you have finished editing the monitor details, click the Save button at the bottom of the
screen.
Special Case: Edit the IIS Longevity Health Monitor
If you have more than one application server, you need to modify the default settings for the
IIS Longevity health monitor using the following values:
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WarningCountThreshold—Default value: 2. This default assumes one application server.
For a multiple application server installation, change the value of WarningCountThreshold
to (application server count) x (default). For example, if there are two application servers, the
value should be 4.
ErrorCountThreshold—Default value: 5. The default setting assumes one application
server. For a multiple application server installation, change the value of
ErrorCountThreshold to (application server count) x (default). For example, if there are
two application servers, the value should be 10.
Disable a System Health Monitor
To disable a system health monitor, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Global System Health or System Health link,
depending on which system contains the monitor you want to disable.
The System Visibility Console screen opens, displaying all of the system monitors in the
system.
3. When you locate the monitor you want to disable, click the Disable button.
The System Visibility Console screen refreshes and the monitor appears with no icon next to
its name and two buttons—Enable and Delete—in the row.
Enable a System Health Monitor
To enable a system health monitor that has been disabled, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Global System Health or System Health link,
depending on which system contains the monitor you want to enable.
The System Visibility Console screen opens, displaying all of the system monitors in the
system.
3. When you locate the monitor you want to enable, click the Enable button in its row.
The System Visibility Console screen refreshes and the monitor appears with either a green
icon or a red
icon next to its name and Refresh, Disable, and Delete buttons in the row.
Delete a System Health Monitor
To delete a system health monitor from the system, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Global System Health or System Health link,
depending on which system contains the monitor you want to delete.
The Organization Visibility Console screen opens, displaying all of the system monitors in the
system.
3. When you locate the monitor you want to delete, click the Delete button in its row.
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A warning screen opens, asking you to confirm that you want to delete the monitor and
advising you that deleting the monitor will permanently delete all history and configuration for
the monitor.
4. Click OK to delete the monitor.
The System Visibility Console screen refreshes and the monitor no longer appears on the
screen.
Refresh a System Health Monitor
Although health monitors refresh automatically based on their internal monitor schedule, you can
refresh a monitor manually at any time by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Global System Health or System Health link,
depending on which system contains the monitor you want to refresh.
The System Visibility Console screen opens, displaying all of the system monitors in the
system.
3. When you locate the monitor you want to refresh, click the Refresh button in its row.
The System Visibility Console screen refreshes and the "Last tested" information next to the
monitor name updates to the current time and date.
The Testing history field on the monitor details screen also updates, displaying the time and
date you manually refreshed the monitor with the words Manually Run Test.
View the Diagnostic Log
The diagnostic log allows you to view various logs and events and export that information to a .csv
file, which can be then sent to BlackBerry AtHoc Technical Support for troubleshooting purposes.
You can export a maximum of 30,000 events.
To view the diagnostic log, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Diagnostic Log link.
The diagnostic log appears.
3. (Optional) At any time, click the Refresh button to refresh the log manually and show the most
recently received alerts.
4. (Optional) Click the Clear Log button to remove all entries from the log.
5. (Optional) Click the Export button to export the contents of the log to a .csv file. As soon as
you click Export, a dropdown list appears, allowing you to choose between downloading the
current page of results or the last 30,000 results.
Run a Basic Search of the Diagnostic Log
To limit the number of events displayed in the diagnostic log, you can run a basic or advanced
search of the contents.
To run a basic search, complete the following steps:
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1. Enter a single search criteria—such as an event ID, event type, or server name—in the
Search field.
2. Click the
(Search) icon.
Run an Advanced Search of the Diagnostic Log
To run an advanced search, complete the following steps:
1. Click the Advanced link to open the advanced search section.
2. Enter search criteria in any combination of the following fields:
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Event Id
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Type
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Server
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Assembly
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Module
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Member
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Short Message
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Time
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Thread Id
3. Click Search.
Database Archiving
Database archiving is an important system task. If the database becomes full, the system will fail.
From the Database Archiving Job system task, the administrator can see the current size of
databases and execute the archiving job as needed. A warning displays on the BlackBerry AtHoc
homepage when the database size reaches 90% of capacity.
To perform database archiving, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Archivelink.
Note: If archiving needs to be performed, a status message appears at the top of the
Database Archiving screen that opens.
3. Review the details on the screen to determine which database or databases will be archived.
You can do this by comparing the current size of each database against the maximum size
allowed. If previous archiving jobs have been run, details of those jobs appear in the History
table below the Database Status table.
4. Click the Archive button.
A Database Archiving Activation screen opens, listing important information you must know
before continuing with archiving.
5. Read the entire screen of explanations and cautions about archiving.
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6. In the Data Deletion Settings field, specify the minimum number of days old data must be in
order to be archived.
7. Select the checkbox at the bottom of the screen to indicate you have read the explanations
and understand the conditions.
8. Click the Start Archiving Job button.
Note: If an archiving job seems to be running for a long time, check the BlackBerry AtHoc
Process status to make sure that the service is running.
Organizations Manager
Use Organizations Manager to create organizations for your system.
Note: Administrators who manage multiple organizations must be assigned the System
Administrator role. Having only the Administrator role is not sufficient and does not allow
assigning operators in other organizations.
To assign roles, see Manage Advanced Settings for Operators.
For detailed configuration steps, see Configure the BlackBerry AtHoc Management System for
AtHoc Connect.
Create an Organization
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Organizations Manager link.
3. Click the New button.
4. Enter a name for the new organization.
5. Select one of the following organization types:
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Enterprise—Choose this type if you are logged into System Settings and are creating
an Enterprise organization.
Sub Organization—Choose this type if you are logged in to an Enterprise organization
and are creating a member organization.
Basic—Choose this type if you are creating a Basic organization.
6. Select a locale for the organization.
7. Click Save.
Details of the new organization appear in the list.
8. To change the BlackBerry AtHoc interface to display the organization you just created,
complete the following steps:
a. In the Navigation bar, click your username, and then click the Change Organization link
in the menu bar that appears.
b. On the Change Organization screen that appears, click the name of the organization you
just created, and then click OK.
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c. The system refreshes and then displays the new organization. You can confirm that this
has happened by looking at the name of the current organization in the top menu bar on
the screen.
9. Configure the new organization using the procedures outlined in Organization Settings .
Manage IIMs
An IP Integration Module (IIM) works in conjunction with an IIM Agent to provide a path to activate
legacy devices from the BlackBerry AtHoc user interface. There can be many IIMs for one
customer, all connected to a single BlackBerry AtHoc server, or just one, depending on what
warning devices a customer wants to activate. In most cases, customers use the IIM to activate the
"Giant Voice" speaker system.
IIM Components
The IIM feature of BlackBerry AtHoc includes two key components: the IP Integration Module and
the IP Integration Module Agent.
IP Integration Module
An IP Integration Module (IIM) is a physical hardware box that contains the following three
software packages produced by BlackBerry AtHoc:
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capnode—Activates a legacy non-networked warning device triggered by an AtHoc activation.
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IIM Agent—Manages and monitors the IIM box and the capnode software.
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Watchdog—Assists the IIM Agent and verifies that all components are in working order.
Watchdog is able to reboot the IIM machine if something goes wrong.
IP Integration Module Agent
The IP Integration Module Agent (IIM Agent) provides the following capabilities:
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Viewing IIM registration with AtHoc—An IIM self-registers on BlackBerry AtHoc. The
BlackBerry AtHoc administrator can view the IIM from the BlackBerry AtHoc dashboard.
Updating the IIM Agent remotely from BlackBerry AtHoc—The BlackBerry AtHoc administrator
can create an update package zip file with encryption, upload the package to the IIM and verify
whether the IIM was upgraded successfully.
Viewing IIM servers within BlackBerry AtHoc—Administrators can log in to the IIM
management dashboard and view all IIM machines registered on an BlackBerry AtHoc system.
The administrator can determine if the agent is polling BlackBerry AtHoc.
Rebooting the master IIM—The BlackBerry AtHoc administrator can issue a remote REBOOT
command to the IIM console and reboot the IIM.
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Starting and stopping services
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Viewing service statuses
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Viewing directory contents
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Getting activity snapshots
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Getting activity logs and diagnostics information
View a List of IIMs
If you have the necessary permissions within BlackBerry AtHoc, you can view a list of all IIMs in the
system by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
The IIMs screen opens, displaying a list of all IIMs that are in the system.
Each row in the list displays the following details about the IIM:
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Name
Health—A status of UNCONFIGURED indicates that the IIM has been connected to the
network but has not yet been set up on the network. As soon as the IIM is given a name,
it is considered to be "configured" and its status changes to either ERROR or OK,
depending on whether it is working correctly or not.
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Description
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Mac address
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The virtual system (organization)to which the IIM is currently linked
View a List of All IIM Operations
If you have the necessary permissions within BlackBerry AtHoc, you can view a list of all IIM
operations that have been carried out in the system by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the Show Operations button.
The Operations List screen opens, displaying the following information for each operation:
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The IIM the operation was carried out on
The type of operation that was carried out (Note that each of the operations in this list is
initiated through the Advanced Operations screen.)
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The date and time the operation took place
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The status of the operation
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The detailed status of each operation, with either a "Successful completion" message or
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details about any failures that occurred during the operation
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Links to any files that were created during the operation
Search for a Specific IIM
You can search for a specific IIM in the IP Integration Modules list by completing the following
steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. In the search field, enter all or part of the Mac address or any word or phrase that would
appear in the Name, Description, or Virtual System field for the IIM.
4. Click the
(Search) icon.
5. If no results match your search criteria, click the Refresh list link to remove the search
criteria, then try a different set of criteria.
View Details of an IIM
You can view the details of any IIM in the IP Integration Modules list by completing the following
steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM whose details you want to view.
The IIM Details screen opens, displaying all of the information in the system for the IIM
including its Mac Address, current health, current polling statistics, and the signature of the IIM
Agent with which the IIM is associated.
Set Up Monitoring of an IIM
Within the IIM Agent, monitoring means that the IIM will be tracked by a properly set up system
health monitor that has been configured by the admin. When monitoring is enabled, the admin is
notified by email or SMS whenever the IIM goes into an "ERROR" state. As an admin, you can opt
to monitor any IIM in the IP Integration Modules list by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM you want to monitor.
4. In the Monitoring field, select the Monitor this IIM checkbox.
5. Click Save.
Turn Off Monitoring of an IIM
When monitoring is enabled, the admin who has set up the monitoring is notified by email or SMS
whenever the IIM goes into an "ERROR" state. At times, though, these notifications are
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unnecessary and intrusive, such as when a known hardware issue with the IIM would cause "bad
health" messages to be sent every few hours.
To turn off IIM monitoring to stop the notifications, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM for which you want to turn off monitoring.
4. In the Monitoring field, deselect the Monitor this IIM checkbox.
5. Click Save.
Stop the IIM CapCon Service
Stopping the CapCon service is sometimes necessary, such as when you want to bring in the log
files for the current day. Because these files are being used by the capnode process, they cannot
be retrieved while the process is running.
To stop the IIM CapCon Service, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM for which you want to stop a service.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Stop a service on the IIM option.
6. In the Name of service field, enter the name of the service you want to stop, which in this
case is CapCon.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Disable Stop Service operation on the top
line along with the operation's submitted date and time and current status. Disable Stop
Service operations do not generate output files, so the Resulting File column contains no link.
Advanced Operations
The following topics describe the advanced operations that are available through the Advanced
Operations button on the IIM details screen.
Get a File
The Get a File operation is useful in many instances when working in the IIM Module, such as when
you want to check a configuration file like system_private.config or when you want to view
a daily log file.
Note: If you try to get a file that is currently used by the capnode service, for example, the log file
for the current day, you might get an error that the file is in use. in this case you would need
to stop the service first, then get the file, and then start it again. For detailed instructions on
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how to start and stop services in the IIM Module, refer to Start a Service on an IIM and Stop
a Service on an IIM
You can get any file relating to the IIM by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM for which you want to get a file.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Get a File option.
6. In the File path field, enter the location of the file that you want to get.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Get File operation on the top line along with
the submitted date and time and current status. The Detailed Status column displays either a
"Successful completion" message or provides details about any failures that occurred during
the operation. If no errors were encountered during the operation, the Resulting File column
displays a link to a zip file containing the file that was requested.
9. Click the link in the Resulting File column to view the file.
Perform a Master Reboot of IIM Using IIM Agent
You can reboot any IIM in the IP Integration Modules list by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM you want to reboot.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Reboot the IIM option.
6. Click the Run Operation button.
7. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Reboot operation on the top line along with
the submitted date and time and current status. The Detailed Status column displays either a
"Successful completion" message or provides details about any failures that occurred during
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the operation. Reboot operations do not generate any output files, so the Resulting File
column contains no link.
Request an Activity Snapshot for a Day
Requests for activity snapshots for a specific day frequently arise when people are troubleshooting
problems with the way the IIM is working. When troubleshooting an IIM, you have the option of
downloading a zip file containing a snapshot of all activity on the IIM for any date. This zip file
contains the following files:
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The CAP that was sent from BlackBerry AtHoc
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The log file for that day
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Any audio files that were sent out
You can access one of these activity snapshots by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM whose IIM Agent activity you want to review.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Request an activity snapshot for a day option.
6. In the Date field that appears on the screen, click the date link and use the popup screen to
navigate to and select the specific date for which you want to generate a snapshot.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Snapshot operation on the top line along
with the submitted date and time and current status. The Detailed Status column displays
either a "Successful completion" message or provides details about any failures that occurred
during the operation.
9. Download and unzip the activities.zip file listed in the Resulting File column to view the
capnode logs for the date you selected in Step 8.
View the Statuses of All Services
You can view a list of all services and their current statuses by completing the following steps:
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1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM whose services' statuses you want to review.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Show a listing of services status option.
6. Click the Run Operation button.
7. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Service List operation on the top line along
with the submitted date and time and current status. The Detailed Status column displays
either a "Successful completion" message or provides details about any failures that occurred
during the operation.
8. Download and unzip the servlist.zip file listed in the Resulting File column to view, among
other things, a .csv file listing all of the services for the IIM and their current statuses.
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The entries in Column A represent the service name that would need to be typed into
the Name of service text-entry field when entering a Start Service or Stop Service
command on the Advanced Operations screen.
The entries in Column B represent the plain English names of the services.
View Error Details
You can view the details of any errors reported for the IIM by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM that contains errors you want to learn more about.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Show error details option.
6. Click the Run Operation button.
7. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the List Error Details operation on the top line
along with the submitted date and time and current status. The Detailed Status column
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displays either a "Successful completion" message or provides details about any failures that
occurred during the operation.
8. Download and unzip the errors1.zip file listed in the Resulting File column to view, among
other things, a .csv file listing all of the errors that have been reported for the IIM.
Start a Service on an IIM
Note: Before running through the following procedure, refer to the servlist.csv file to
determine the exact name of the service you want to start. To access that file, refer to View
the Statuses of All Services.
You can start a service on an IIM by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM for which you want to start a service.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Start a service on the IIM option.
6. In the Name of service field, enter the name of the service you want to start.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Enable Start Service operation on the top
line along with the submitted date and time and current status. The Detailed Status column
displays either a "Successful completion" message or provides details about any failures that
occurred during the operation. Enable Start Service operations do not generate any output
files, so the Resulting File column contains no link.
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Stop a Service on an IIM
Note: Before running through the following procedure, refer to the servlist.csv file to
determine the exact name of the service you want to stop. To access that file, refer toView
the Statuses of All Services.
You can stop a service on an IIM by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM for which you want to stop a service.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Stop a service on the IIM option.
6. In the Name of service field, enter the name of the service you want to stop.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the Disable Stop Service operation on the top
line along with the submitted date and time and current status. The Detailed Status column
displays either a "Successful completion" message or provides details about any failures that
occurred during the operation. Disable Stop Service operations do not generate any output
files, so the Resulting File column contains no link.
Update the IIM Agent
Before updating the IIM Agent, you must first create a new IIM Agent upgrade package that you
can upload during the process outlined below. For details on how to create this package, refer to
the "Create an IIM Agent Upgrade Package" section of the AtHoc Administrator Guide.
You can update the IIM Agent for an IIM by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM whose IIM Agent you want to update.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Update the IIM Agent option.
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6. In the Files field, click the Add a file button and navigate to the new IIM Agent file you want to
use.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the IIM Agent Helper update operation on the
top line along with the submitted date and time and current status. The Detailed Status
column displays either a "Successful completion" message or provides details about any
failures that occurred during the operation. Because the IIM Agent Update operation does not
generate output files, the Resulting File column contains no link.
9. In order to ensure that the upgrade was completed on the correct version of the IIM Agent,
you must compare the signature of the IIM Agent with the signature generated by the IIM
Agent Version Reader program, which is included as part of the IIM Agent Package Builder
installation. For further details, see the Agent Signature Verification section of this guide.
Agent Signature Verification
When the IIM Agent communicates with the IWS server, the Agent sends a signature value when it
polls the server for command messages. To allow verification of this value, an IIM Agent Version
Reader program is included as part of the IIM Agent Package Builder installation.
The version reader screen contains the following components:
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File list window—Displays the files you have selected for inclusion in the package file.
Generated signature value field—Displays the signature that was generated by the
program. This signature will later be compared to the signature in the IIM Management Console
to verify that the files in both are identical.
Add File button—Opens a screen where you can select a file to be added to the package.
Remove File button—Removes the selected file from the list of files to be placed in the
package.
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Generate button—Generates a signature**
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Close button—Closes the program window and exits the application.
**To generate a signature for comparison with the one displayed by BlackBerry AtHoc for the IIM
Agent you must first add the four Agent upgrade files and the two Agent Helper upgrade files that
make up the IIM Agent installation into the File List Window of the IIM Agent Version Reader. If any
of the six files is not loaded, an error will be displayed.
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Note: ALL FILES MUST BE EXACTLY THE SAME AS THOSE CURRENTLY ON THE IIM.
Otherwise the generated signature will not match the one from the IIM.
Before placing an upgraded IIM Agent back into service, the signature should be verified to make
sure it is the correct one.
Update the IIM Agent Helper Using the IIM Agent
Before updating the IIM Agent Helper, you must first create a new IIM Agent Helper upgrade
package that you can upload during the process outlined below.
You can update the IIM Agent Helper for an IIM by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM whose IIM Agent Helper you want to update.
4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the Update the IIM Agent Helper option.
6. In the Files field, click the Add a file button and navigate to the new IIM Agent Helper file you
want to use.
7. Click the Run Operation button.
8. On the confirmation screen that pops up, click Run.
The Operations List screen opens, displaying the IIM Agent Helper update operation on the
top line along with the submitted date and time and current status. The Detailed Status
column displays either a "Successful completion" message or provides details about any
failures that occurred during the operation. Because the IIM Agent Helper Update operation
does not generate output files, the Resulting File column contains no link.
View the Contents of a Directory on the IIM
You can view the contents of any directory under c:\program files\capnode by completing
the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the IP Integration Module (IIM) Management link.
3. Click the name of the IIM whose directory contents you want to review.
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4. Click the Advanced Operations button.
5. In the Operation dropdown list, select the View contents of a directory on the IIM option.
6. In the Directory path field, enter the location of the directory that you want to view. By
default, the field is set to display the encoderProcessed directory as that is the most commonly
requested directory.
7. Click the Run Operation button.
8. Click Run.
The Operations List screen opens, displaying the Directory List operation on the top line along
with the submitted date and time and current status. The Detailed Status column displays
either a "Successful completion" message or provides details about any failures that occurred
during the operation.
9. Download and unzip the dirlist.zip file listed in the Resulting File column to view, among other
things, a .csv file listing all of the files in the directory you selected along with the date they
were added or most recently updated.
Troubleshooting IIM Errors
This section provides troubleshooting tips for common IIM errors.
Issue: The "Missed agent polls in last 5 minutes" or "Missed capnode polls in last
5 minutes" value is greater than zero
If the "Missed agent polls in last 5 minutes" or "Missed capnode polls in last 5 minutes" value is
greater than zero for an IIM, you can find out more about what is happening with the Agent or
capnode and troubleshoot ways to fix them by completing the following steps:
1. Review the capnode log and activity summary for the IIM using the procedures outlined in
Request an Activity Snapshot for a Day.
2. Review any errors that have been recorded for the IIM using the procedures outlined in View
Error Details.
3. Review the system.config file for the IIM using the procedures outlined in Get a File.
Issue: It has been more than 10 minutes since the "Last agent poll" or "Last
capnode poll"
If it has been more than 10 minutes since the "Last agent poll" or "Last capnode poll" you can find
out more about what is happening with the Agent or capnode and troubleshoot ways to fix them by
completing the following steps:
1. Review the capnode log and activity summary for the IIM using the procedures outlined in
Request an Activity Snapshot for a Day.
2. Review any errors that have been recorded for the IIM using the procedures outlined in View
Error Details.
3. Review the system.config file for the IIM using the procedures outlined in Get a File.
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Manage the Agents for Integrated Devices
If you have the necessary permissions, the Integration Manager screen allows you to view and edit
agents for communicating with external devices, such as fire panels.
Note: The full Metastore XML for public agents is visible on the system VPS (VPS3.) For enabled
organizations, only the relevant Metastore XML is displayed.
For more information about creating, editing, and deleting agents, see the Honeywell Notifier
CAP Gateway Integration Implementation Guide.
View All Agents in the Integration Manager
To view a list of all agents for communicating with external devices in the system, complete the
following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Integration Manager link.
The Integration Manager screen opens, displaying a list of all agents in the system.
3. To view specific details about one of the agents, click its name in the list and the details appear
in the lower half of the screen.
Note: If you do not have permissions to edit the agent, all of the fields will be grayed out.
Edit an Agent
If you have the necessary permissions, you can make changes to any agent that you have
permissions to edit by completing the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Integration Manager link.
The Integration Manager screen opens, displaying a list of all agents in the system.
3. Click the name of the device agent whose details you want to edit.
Note: If you do not have permissions to edit the agent, all of the fields will be grayed out.
4. Make the changes and click Save to update the agent details in the system.
View the Operator Audit Trail Report
The Operator Audit Trail report enables authorized users to audit the system based on a specific
operator or action performed in the BlackBerry AtHoc system, such as login attempts or password
changes.
To access the Operator Audit Trail report, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the Operator Audit Trail link.
The System Log screen opens.
On the report screen, you can perform any or all of the following actions:
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Change the report timeframe by selecting different From and To dates. Enter the dates
manually or click the (Calendar) icon and select each date on the popup calendar that
displays. The report that is generated will then include activities between and including the To
and From dates you select.
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Enter an operator name or operator ID in the Operator field to view their activity in the system. If
no value is entered in this field, all operators are included in the report.
Important: The Operator field is not case-sensitive and you can use the ‘?’ wildcard to
substitute for a single letter or the ‘*’ wildcard to substitute for a string of letters.
For example, a search for Ro? would return only three-letter operator names beginning with
Ro, such as Rob, Ron, Roy, and Roz. In contrast, a search for Ro* would return all operator
names that begin with Ro and that contain at least three characters, such as Rob, Ron, Roy,
Roz, Roland, Rosalind, and so on.
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View all activities by leaving the Entity field set to the default value of All Entities or view
activities for a specific entity by selecting one from the dropdown list.
To further filter activities, select an entity and then select the Search by Specific Action(s)
checkbox. In the Action(s) field that appears, click the dropdown list and select each of the
activities that you want to use as filter criteria.
Note: If you apply filtering criteria, you must click the Search button to refresh the screen and
view the updated results list.
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Export or print the System Log Report by completing the following steps:
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either save the report to a location on your machine or open the report directly.
OR
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Click the Printer friendly report link to view the formatted report in a new browser
window, then use the browser's Print command to print the report.
View an Alerts Usage Summary Report
Alerts Usage Summary reports are used to determine how many reports or messages have been
sent out within a designated amount of time. To create one of these reports, follow the instructions
in theCreate and View an Alerts Usage Summary Report section of this guide.
Manage System Jobs
You can manage common system jobs such as database archiving and purging log data from
within BlackBerry AtHoc. If you have Administrator permissions, for each system job you can do
any of the following:
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Determine the next scheduled run date and time
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Manually run the system task
View Details About System Jobs
To view details about all automated jobs in the system, complete the following steps:
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1. Log in to the BlackBerry AtHoc management console.
2. Click the down arrow next to your log in name and select Change Organization.
3. Change to the System Setup (3) organization.
4. In the Navigation bar, click the
(Settings) icon.
5. In the System Setup region, click the System Jobs link.
The System Tasks screen opens, displaying a list of all automated jobs in the system.
Descriptions of the System Jobs
The following jobs are displayed on the System Tasks screen:
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AtHoc Connect Update Alert Responses—Updates the AtHoc Connect with
organization alert responses.
AtHoc Connect User-Base Sync—Synchronizes the IAC user base with the
agreement state in AtHoc Connect.
Auto Delete Users—Deletes end users based on the settings configured on the
Disable and Delete End Users screen.
Auto Disable Users—Disables end users based on the settings configured on the
Disable and Delete End Users screen.
Cap Event Processor—Processes captured inbound CAP events and publishes an
alert for each inbound alert based upon the rules configured for the Agent.
Cap Feed Poller—Fetches the index feed and creates a queue entry in the BlackBerry
AtHoc database queue.
Delivery Batch Recovery—Recovery for batches with incomplete delivery due to
gateway related failures.
Delivery Batch Retry—Resets delivery batches that have either timed out or
completed with error.
Desktop Sessions Maintenance—Cleans up stale sessions and updates the online
users graph that is visible on the homepage.
Email Publisher—Process Alert publishing requests that are sent by email.
Export MAS Data—Builds packages that can be downloaded later as part of the
Mobile Alerting System (MAS) synchronization process.
IEM IPAWS Plugin Agent - For All VPS—Communicates with IPAWS for all
organizations on the server.
Process Accountability Event Job for Recipient Re-Compute—Manages
accountability events recipient re-computation.
Process Accountability Event Job for Reminder—Manages accountability events
related to sending reminder alerts.
Process Accountability Events for Status Update—Manages the status attribute
value changes for affected uses during the accountability event lifecycle.
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Process Accountability Events for End—Manages accountability events lifecycle
and status management.
Process Accountability Events—Manages accountability events tracking summary.
Process Alerts Tracking Summaries—Generates an alert tracking summary for live
alerts and alerts that have ended within the past 4 hours.
Process NDMS Tracking—Retrieves tracking data from NDMS systems and
updates Alert reports within the system. Each NDMS system appears on a separate
line on the screen, allowing you to view the specific details for that NDMS.
Process NDS Tracking—Retrieves tracking data from NDS systems and updates
Alert reports within the system. Each NDS system appears as a separate line on the
screen, allowing you to view the specific details for that NDS.
Purge Older Logging Data—Removes any temporary or transient data from the
database tables that is no longer required. Runs daily at 11:00 PM.
Rebuild Database Indexes—Performs weekly index maintenance on the databases.
Sync Cross System Dist Lists—Synchronizes Distribution Lists within the master
organization with the latest distribution lists in sub organizations.
System Diagnostics Report—Runs diagnostic stored procedures and collects the
output in a diagnostic log.
6. Click the name of any task to view additional details.
From the task details screen, you can do any of the following:
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View a description of the task.
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View the run interval and the last run time for the task.
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View a history of the most recent runs of the task, including the start time, end time, and
duration of each run.
Change the current status of the task by clicking the Click to Disable link (for active
tasks) or the Click to Enable link (for inactive tasks).
Manually initiate the task by clicking the Run now button.
View the job log for any of the recent runs by clicking the corresponding OK link in the
History table.
Create and Export a System Diagnostics Report
During a service call, BlackBerry AtHoc Technical Support might ask you to export the System
Diagnostics Report and then send the results to them. The System Diagnostics Report job runs
every day at 12:00 PM and the report appears in the Diagnostic Log as an event. If asked, you
might also need to run the report job before exporting the report.
To run the diagnostics job and export the results, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the System Setup region, click the System Jobs link.
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The System Tasks screen opens, displaying a list of all automated jobs in the system.
3. If requested by BlackBerry AtHoc Technical Support, run the diagnostics job by completing
the following steps:
a. Click the System Diagnostics Report link at the bottom of the tasks list.
b. On the System Diagnostics Report screen that appears, click the Run now button.
4. After the report runs, click the
(Settings) icon, then click the Diagnostic Log link in the
System region to open the diagnostic log.
5. Use the search field at the top of the screen to find all of the System Diagnostics Reports in the
system.
6. In the results list, click the most recent report to open it.
7. Click the Export button at the top of the screen.
8. When prompted, save the diagnostic log to the default file, AtHocEventViewer.xml.
9. Send the report to your contact within BlackBerry AtHoc Technical Support.
Manage User Settings
The following sections describe tools for managing users, whether they are administrators,
operators, or end users.
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Create or edit user attributes that are used to filter, sort, or target users.
Disable or delete users by user attributes, such as by status or last login date; and then specify
when users targeted for deleted are actually purged from the system.
Advanced Operator Manager is for internal BlackBerry AtHoc use.
Organize distribution lists into folders with Distribution List Folders. You can specify the order in
which folders are seen in alert publishing.
Manage User Attributes
User attributes provide powerful ways to organize, filter, and manage users, and the majority of
this section describes how to configure these attributes. For example, you can create user
attributes to describe characteristics of end users, and then use the attributes to target users for
alerts through dynamic distributions lists.
The following sections describe how to view, create, and edit user attributes.
View a List of User Attributes
To view a list of all user attributes in the system, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
The User Attributes screen opens, displaying all user attributes in the system.
For each attribute, the following information is displayed:
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Name—The name that is displayed when the attribute appears in lists or on fields within
the system
Type—The kind of data that corresponds to the attribute: text, number, memo, date,
dates and time, single-select picklist, multi-select picklist, geolocation, or checkbox.
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Organization—Specifies in which organization the attribute was created.
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Updated On—Specifies the date on which the attribute was last modified.
You can sort the by any of the columns.
3. Click on the name of an attribute to view the details.
Create a User Attribute
Enterprise Note: User attributes can be managed at the system, Enterprise, or organizational level.
Inheritance rules can have an impact on who can use them, so verify that you are creating them at the
correct organization level. For more information, see “Manage Common Content with Inheritance” in the
Enterprise Planning Guide.
To create a user attribute, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
The User Attributes screen opens, displaying all of the attributes available to users in the
organization.
3. Click New and select a type for the attribute.
You can select one of the following types: multi-select picklist, single-select picklist, checkbox,
text, number, memo, date, date/time, status, or geolocation.
The New Attribute screen displays all of the fields required to create a user attribute.
4. In the Name field, enter the name that will be displayed when the attribute appears in lists or
on fields within the system.
Note: If the user attribute will be used for pre-set response options, prefix the name with
“RO”. Operators can identify it as a response option when publishing an alert.
5. (Optional) In the Tooltip field, enter a hint that will pop up when users hover their cursor over
the attribute field.
6. (Optional) In the Help Text field, enter text that will appear under the corresponding field
within the application.
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7. (Optional) Modify the Common Name value.
Note: The value of the Common Name field is by default the same as the Attribute Name
value. You can change it, but typically it is not changed.
8. Select the Users Can Update checkbox if users need to modify the value.
9. Select the Mandatory checkbox if the attribute is a required field in the user profile.
10. Complete the Values section.
Depending on the attribute type that you selected, one of the following fields appears below
the Data Type screen:
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Length—For text attribute types, enter the minimum and maximum number of
characters that end users will have to enter in the attribute field.
Minimum Value (number)/Maximum Value (number)—Set the range for the field by
entering the minimum and maximum number a user may enter.
Minimum Value (date)/Maximum Value (date)—Set the date-range for the field by
entering the first and last dates it covers.
Minimum Value (date/time)/Maximum Value (date/time)—Set the date-range and
time-range for the field by entering the first and last dates and times it covers.
Picklist values—For single- and multi-select picklist types, enter each of the values that
a user will be able to select in the attribute field. Specify the order in which the values
appear in the list.
The sort order will be the same anywhere the attribute is displayed. This is also the order
users will be sorted when sending an alert that contains escalation rules.
Note: User attributes that have a data type of single-select picklist appear in the
Response Options list in the alert's Content section.
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Selected by Default —For Checkbox type attributes, select Yes in this field if you want
the attribute to be selected by default whenever it appears.
Map Icon—For Geolocation type attributes, you can select the icon that you want to
display on maps to represent the attribute. For this option, an additional optional field,
called Save History, appears above the Data Type field. Select it if you want to keep track
of where the icon is located on the map over time.
11. (Optional) Complete the Page Layout section:
a. Select the pages and sections on which you want the user attribute to appear.
b. For each page listed in the section, click the dropdown list and select the location where
you want the user attribute to appear or select the Do not show option to avoid having it
appear anywhere on the corresponding page.
12. (Optional) Complete the Personnel Reports section:
a. For the following attribute types, select the Available for reporting checkbox. You can
create a personnel report based on the attribute and its values.
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Single- and multi-select picklist
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Checkbox (Yes/No)
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b. Enter a report name and description. You can view this report from Reports >
Personnel.
13. When you have finished, click Save to add the new user attribute and return to the User
Attributes screen.
Edit a User Attribute
Note: User attributes that are created prior to the deployment of the organization cannot be edited
within the organization. If editing user attributes on System Setup, do not modify the
common name.
To edit a user attribute, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
The User Attributes screen opens, displaying all of the attributes available to users in the
organization.
3. Click the user attribute you want to edit.
Note: If the list of attributes is extensive, you can filter it by searching by attribute name and
further filter it by opting to display only the attributes that are defined within the
organization. This will cut out all Enterprise and system attributes that are inherited.
4. Make whatever changes you want on the Basic, Values, Reporting, and Advanced tabs.
Note: The Info tab cannot be edited. It lists the name of the user who created the attribute,
the date it was created, the last user to update the attribute, and the last date the
attribute was updated.
5. When you have finished, click Save.
Delete a User Attribute
Enterprise Note: User attributes use inheritance. To delete the attribute, it must be in the organization
from which you are performing the delete action. If you can’t see the Delete button, verify that you are
deleting the attribute from the correct organization level in the Enterprise. For more information, refer to
“Manage Common Content with Inheritance” in the Enterprise Planning Guide.
If a user attribute becomes obsolete, you have the ability to delete it and all records of the attribute
that are associated with end users.
When you try to delete a user attribute that is currently being used in alert targeting, alert template
targeting, pre-set response options, dynamic distribution lists, or disable and delete users
conditions, a popup box appears, listing all locations where the attribute appears. Removing an
attribute in a user query can have unintended consequences, such as changing the target
audience of an alert. To avoid these effects, you must remove the attribute from each of the
dependencies manually before you can delete the attribute, itself.
To delete a user attribute, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
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The User Attributes screen opens, displaying all of the attributes available to users in the
organization.
3. In the Attribute Name column, click the name of the attribute that is defined in the
organization.
4. Click the Delete button.
5. On the confirmation screen that pops up, click OK to confirm that you want to delete the
attribute.
Note: If the attribute is being used for alert targeting, pre-set response options, or any other
purpose, you must manually remove the attribute from each dependency before you
can access the delete confirmation screen.
After you click OK, the value is removed from the system and no longer appears in the User
Attributes list.
Automatically Disable Users Based on Attributes
In organizations where changes to the userbase occur frequently, it is often more efficient to
automatically disable users based on one or more user attributes. This helps ensure the userbase
is kept current and database performance is maximized by reducing the number of active users.
For instructions on how to disable users directly from the Users list, see the Disable Users section
of this guide.
To set the criteria that will be used to disable users, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the Disable and Delete Users link.
The Disable and Delete Users screen opens.
3. In the Disable Users section, click the dropdown list in the Select Attribute column and select
the first attribute you want to use as a means of identifying users to be disabled.
4. As soon as you make a selection in the User Attribute dropdown list, the Select Operator
dropdown list appears. Select an option from that list.
5. In the field that appears to the right of the Select Operator field, enter or select a value.
6. (Optional) Click the Add Condition link below the Disable Users section, then repeat steps 3
through 5 to include another condition to the list of criteria that must be met in order for a user
to be disabled.
Note: If more than one condition appears in the Disable Users section, all of the conditions
must be met in order for a user to be disabled.
7. Select the Disable users automatically every 7 day(s) checkbox to enable a database job
that will disable users every week. Note that if you do not select this option, you will have to
navigate to this screen and click the Disable Now button each time you want to disable users.
8. If you are unsure how many current users will be impacted by the criteria you set in steps 3
through 6, click the Calculate link to get the total number.
9. Consult the Last Run field to see the date and time the most recent disable action was carried
out.
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10. Click the Download Log link in the Last Run Result field to download a list of all of the users
who were disabled during the last disable action.
11. Click Save to save the disable criteria you set up.
12. (Optional) Click the Disable Now button if you want to disable the list of users immediately.
Automatically Delete Users Based on Attributes
In organizations where changes to the userbase occur frequently, it is often more efficient to
automatically delete users based on one or more user attributes. For instructions on how to delete
users directly from the Users list, see the Delete Users section of this guide.
To set the criteria that will be used to delete users, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the Disable and Delete Users link.
The Disable and Delete Users screen opens.
3. In the Delete Users section, click the dropdown list in the Select Attribute column and select
the first attribute you want to use as a means of identifying users to be deleted.
4. As soon as you make a selection in the User Attribute dropdown list, the Select Operator
dropdown list appears. Select an option from that list.
5. In the field that appears to the right of the Select Operator field, enter or select a value.
6. (Optional) Click the Add Condition link below the Delete Users section, then repeat steps 3
through 5 to include another condition to the list of criteria that must be met in order for a user
to be deleted.
Note: If more than one condition appears in the Deleted Users section, all of the conditions
must be met in order for a user to be deleted.
7. Select the Delete users automatically every 7 day(s) checkbox to enable a database job
that will delete users every week. Note that if you do not select this option, you will have to
navigate to this screen and click the Delete Now button each time you want to delete users.
8. If you are unsure how many current users will be impacted by the criteria you set in steps 3
through 6, click the Calculate link to get the total number.
9. Consult the Last Run field to see the date and time the most recent delete action was carried
out.
10. Click the Download Log link in the Last Run Result field to download a list of all of the users
who were deleted during the last delete action.
11. Click Save to save the delete criteria you set up.
12. (Optional) Click the Delete Now button if you want to delete the list of users immediately.
13. (Optional) In the Purge Deleted Users section, select the Purge deleted users after
checkbox and then select a timeframe. Selecting this option helps ensure that the userbase is
kept current and database performance is maximized by reducing the number of active users.
If your organization has a data retention requirement, leave this option unchecked.
Note: Once a purge occurs, it cannot be undone.
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Configure an Organization Hierarchy Attribute
Organization Hierarchy attributes define organizational hierarchies that can be selected as alert or
event targets. Organizational hierarchies are commonly created by integrating an external user
directory, such as LDAP or Active Directory
Note: The AtHoc AD Module for synchronizing users creates the Organizational Hierarchy from
Active Directory. If you are using the AD Module and you make changes to the
Organizational Hierarchy manually, those changes may be lost when the next user
synchronization occurs.
Note: The organizational hierarchy attribute is not available in enterprise organizations.
Organization hierarchy attributes are available only in sub organizations or stand alone
organizations.
Hierarchy definitions determine how many group levels are displayed in a hierarchy.
1. In the Navigation bar, click the
(Settings) icon.
2. In the Users region, click the User Attributes link.
3. Select the Organization Hierarchy attribute. The Organization Hierarchy Attribute page
opens.
4. Click the Add Node button to add a new node to the organization hierarchy. If no nodes are
selected, the new node is added to the bottom of the organization hierarchy. Select an existing
node and click the Add Node to add a new node under it.
5. Type the node name in the new field and hit Enter.
6. (Optional) To move a node, drag the node to the new location.
7. Optional) To edit a node name, double-click on the node name and type your changes.
8. (Optional) To delete a node, select the name, and click the Delete Node button.
9. (Optional) To revert your changes, click the Remove Changes button.
10. Click Save.
All new and modified nodes are displayed in italics until saved.
Manage Advanced Settings for Operators
For information on how to manage advanced settings for operators, refer to Manage Operators
and Administrators
Configure Devices
When operators send alerts to a target audience, you must also specify which devices on which
users receive the alerts. For example, a user can receive an alert on multiple devices, including
smart phones, tablets, desktop popups, work or home phones, through loudspeakers, or an email.
When configuring devices on which end users receive alerts, you perform the following high-level
tasks, in the following order:
1. Enable Devices on the BlackBerry AtHoc Server.
2. Configure the device delivery gateway.
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3. Configure and enable the device from the Devices screen.
4. Verify that the device appears in the End User details display settings.
For additional configuration steps that must be completed for mass communication devices, refer
to Manage Mass Communication Devices
Enable Devices on the BlackBerry AtHoc Server
The first step in configuring devices for BlackBerry AtHoc is to enable the device on the BlackBerry
AtHoc server. When you enable the device, it appears in the list of gateways on the Settings
screen and in the list of devices in Devices.
To enable a device, complete the following steps:
1. Log in as an Administrator to the server on which BlackBerry AtHoc runs.
2. Navigate to the following folder: ../Program Files (x86)/AtHocENS/ServerObjects/Tools
3. Open the following application: AtHoc.Applications.Tools.InstallPackage
The Configure Device Support screen opens.
4. Select the checkboxes beside each device needed for the organization.
5. Click Enable and then click Close.
Configure Device Gateways
To set up alert delivery devices, you must configure the gateway for each device. The gateway is
an API that translates alert text to XML format and delivers it to the provider for a device. The
provider can be a BlackBerry AtHoc service (such as AtHoc Cloud telephony) or a third-party
provider (such as MIR3).
To configure the device gateway, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the name of the device gateway that you want to configure.
The gateway configuration settings screen opens. The values that you need to provide
depend on the device you want to configure. The following table specifies how you can find
configuration values for a particular device.
Gateway
ADT Giant Voice
Documentation
IIM Add-On Module Installation and Configuration Guide
AM Radio Broadcast Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
AM Radio Bluegrass Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
American Signal
Giant Voice
IIM Add-On Module Installation and Configuration Guide
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Gateway
Documentation
American Signal
Giant Voice - V2
IIM Add-On Module Installation and Configuration Guide
AtHoc Cloud
Delivery Service
(East Coast)
Configure the Hosted Gateway for Cloud Services
AtHoc Cloud
Delivery Service
(West Coast)
Configure the Hosted Gateway for Cloud Services
Mobile App
Configure the Mobile App.
AtHoc Organization
Network
AtHoc Connect Plug-in for NDS: Configuration Guide
ATI Giant Voice
IIM Add-On Module Installation and Configuration Guide
Benbria Classroom
Emergency
Notification
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Cable TV + Radio
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Cable TV Scroller
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
CentrAlert
IIM Add-On Module Installation and Configuration Guide
Cisco Digital Media
Player
Cisco Digital Media Server Configuration Guide
Cisco UCM (Blast)
AtHoc Blast Configuration Guide
Cisco UCM (TAS)
AtHoc Telephony Alerts System Operations Guide
Cisco Unified
Communication
Manager
AtHoc Telephony Alerts System Operations Guide
Cooper Notification
WAVES
IIM Add-On Module Installation and Configuration Guide
Cooper Notification
WAVES - Camp
Lejeune
IIM Add-On Module Installation and Configuration Guide
Cooper Notification IIM Add-On Module Installation and Configuration Guide
WAVES - New River
Cooper Notification IIM Add-On Module Installation and Configuration Guide
WAVES - Secondary
Emergency Digital
Information Service
(EDIS)
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
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Gateway
Documentation
Federal Signal Giant
Voice
IIM Add-On Module Installation and Configuration Guide
IPAWS CAP
Exchange, EAS,
NWEM, and WEA,
IPAWS Installation and Configuration Guide
Land Mobile Radio
IIM Add-On Module Installation and Configuration Guide
Land Mobile Radio Eastman
IIM Add-On Module Installation and Configuration Guide; Custom device
gateway: Contact BlackBerry AtHoc Technical Support if you need to
configure this gateway.
Microsoft Lync
Server
Lync Configuration Guide
Motorola ACE 3600
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Notification Delivery
Managed Service
(NDMS)
Configure the Notification Delivery Managed Service (NDMS) Gateway
On-Premise Email
On-Premise Email Installation and Configuration Guide
RGM Digital Signage Digital Signage Installation Guide
RSS Feed
Configure the RSS Feed Information for RSS and Atom Content Feeds
Siemens DAKS
Siemens DAK Add In Guide
Simplex-Grinnell
4100U
Simplex-Grinnell Installation and Configuration Guide
Talk-A-Phone Giant
Voice
IIM Add-On Module Installation and Configuration Guide
TechRadium
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Text Messaging
SMS Installation and Configuration Guide
Twitter
Twitter Configuration and User Guide
Whelen Giant Voice, IIM Add-On Module Installation and Configuration Guide
v1
Whelen Giant Voice, IIM Add-On Module Installation and Configuration Guide
v2
Xml Feed
Configure the XML Feed Information
Xml Feed Reset
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Zetron Pager
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Zetron Pager Group
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
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3. Configure the values based on the device and information provided by BlackBerry AtHoc
Technical Support or the configuration information provided in the referenced documents.
4. Click Save.
Configure the AtHoc Mobile App
Use the Devices screen to verify available devices, check settings, and if necessary, disable or
restore specific devices such as mobile devices for the Personal Safety Service. You can also
control and edit permissions to make certain device addresses only available to operators, or to
end users, or to both roles.
Configure the Mobile App gateway to deliver alerts to and receive alerts from the mobile device.
Configure the Mobile App Gateway
Note: Contact BlackBerry AtHoc Technical Support for assistance in setting up the Mobile App for
BlackBerry AtHoc. Before you begin this process, you should also contact your System
Administrator to get the NDS address used for the notification delivery server.
To configure the Mobile App gateway, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Mobile App link.
The Mobile App gateway configuration screen opens with the default settings that are listed in
the following table.
Option
Description
Notification Delivery Server Settings
Notification
Delivery Server
Address
https://mobile.athoc.com
Username
Should be between 3 and 100 characters long
Password
Should be between 3 and 100 characters long
Debug Trace
Default: No
Yes
Avoid performance degradation by enabling debug tracing for the mobile delivery
gateway only while actively debugging the mobile notifications for the Mobile
application.
Mobile Application Features
Alerts
Selected
Map
Unselected
Alert Publishing
Unselected
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Option
Advanced
Features
Description
Unselected. When selected, advanced settings display that required a
distribution list for access. Options include Emergency, Check In, Report, and
Track Me. To learn about the advanced features, see the Role-Based
Permissions for the Mobile App section of this guide.
Mobile Application Settings
Photo Quality
Default: Low
High
Video Quality
Default: Low
High
Emergency
Contact Number
Designate the emergency contact telephone number. If no phone number is
entered in the field, the Mobile App will not have an emergency contact number
button.
Support Email
Address
[email protected]
Send Location
with Response
Sends user location information with alert or event responses.
Default: Yes
No
User Choice
Enables each mobile user to choose whether to send location information with
alert or event responses.
Default No
Yes
This option is visible only when "Yes" is selected for Send Location with
Response.
Note: You should use the default values to set up and configure the AtHoc Mobile
application.
3. Click the Copy Default Settings link.
4. Enter the NDS address you got from your System Administrator into the Notification
Delivery Server Address field.
By default, the URL points to mobile.athoc.com.
5. Add the user name and password provided by BlackBerry AtHoc.
6. In the Mobile Application Features section, select the options that will be available to users
when they are using their mobile device:
l
Maps—Users can view the SSA map.
l
Alert Publishing—Operators can publish alerts.
l
Advanced Features—Advanced features that members of a distribution list can use.
When you select this option, select a distribution list and the features that members of the
distribution list can use. To learn about the advanced features, see Role-Based
Permissions for the Mobile App.
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7. In the Mobile Application Features section, select the photo and video quality.
8. In the Emergency Contact Number field, enter the phone number of the operations center
to which emergencies are sent from mobile devices.
9. In the Debug Email Address field, enter an email address to which logs are sent for error
debugging.
10. In the Send Location with Response section, select whether to send location information
with alert or event responses. When "No" is selected, location information is prevented from
being returned with alert or event responses even if mobile location services are active on the
mobile device.
11. In the User Choice section, select whether to enable mobile users to choose to send location
information with alert or event responses. This option is only available when "Yes" is selected
in the Send Location with Response section.
12. Click Save.
Assign an AtHoc Mobile Gateway to a Phone
To assign an AtHoc Mobile Gateway to a phone and set up mobile phone notification, see the
Configure Mobile Phone Notification section of this guide.
Configure the Notification Delivery Managed Service (NDMS) Gateway
Use the Notification Delivery Managed Service (NDMS) gateway to set up device delivery
services. You can set up many devices with NDSM, including pagers, radios, telephony, email, and
RSS feeds.
Note: Use this gateway if you want add custom audio files to alerts.
To set up the NDMS gateway, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Notification Delivery Managed Service link.
3. On the Notification Delivery Managed Service (NDMS) screen that appears, click the Copy
default settings link in the top row.
4. In the Publishing Settings and Reporting Settings sections of the default template that
appears, enter the username and passwords provided to you by BlackBerry AtHoc Technical
Support.
5. In the Global Settings section, check the API Version field to ensure that you have the
correct version of the MIR3 API.
6. Specify other options that are appropriate for your environment. It is strongly recommended
that you use the default settings unless otherwise specified by BlackBerry AtHoc Technical
Support.
7. Click Save.
Configure the Simple Mail Transfer Protocol (SMTP) Gateway
Simple Mail Transfer Protocol (SMTP) gateways are required to send emails.
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To set up the SMTP gateway, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the SMTP link.
3. Enter the following information in the Basic section of the screen:
l
l
l
Server address—If an address appears by default in this field, it is recommended that
you leave the field unchanged. If you must add a different server address, enter its fully
qualified name or IP address.
Reply-to address—(Optional) Enter the email address where you want to receive
replies to emails you have sent out.
Template—Select a radio button to designate whether you want the emails you send out
to use plain text only or if you want them to be able to support HTML elements.
4. Scroll down to the Advanced section and enter the following information:
l
l
l
l
l
l
l
Account name—Enter the email account from which emails will be sent.
Username—If credentials are required to access the account listed in the first field, enter
the account username in this field.
Password—If credentials are required to access the account listed in the first field, enter
the account password in this field.
Port—This field should already be populated. Do not change it.
Debug—If you want to be able to perform SMTP-related debugging even though it might
impact performance, select the Yes radio button. Otherwise, select No.
Use SSL—If you expect SSL communication to be used with this account, select the
Yes radio button. Otherwise, select No.
Connection Timeout—Enter the time limit in seconds that you want a connection
attempt to last. The default value is 30 seconds.
5. Click Save.
Configure Devices
If you are an Administrator, you can use the Devices screen to verify available devices, check
settings, and if necessary, enable and disable devices. You can also control and edit permissions
to make certain device addresses only available to operators, or to end users, or to both roles.
Note: Availability of delivery devices other than the AtHoc Desktop software depends on the
BlackBerry AtHoc edition and licensed delivery devices. Contact your BlackBerry AtHoc
account manager for details.
To access the Devices screen, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
The Devices screen then displays the available devices and their details in a table with the
following columns:
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l
Device Name—Displays a description of the device type
l
Delivery Gateway—Displays the designated delivery gateways, if applicable
l
Group—Displays the type of alert that gets delivered, such as email or phone
l
Status—Displays whether the device is enabled or disabled. Disabled devices are not
available for delivering alerts.
Each device has a default delivery template that defines the appearance and formatting used
to deliver alerts.
3. Click the device name to configure the related template.
For more information on device configuration, see the View and Edit Device Details section of
this guide.
Enable and Disable Devices
If you have Administrator permissions, you can use the Device screen to disable and enable
specific devices to control which devices appear in the user profile and to add them to the list of
devices for alert targeting.
Enable a Device
Only devices having at least one associated gateway can be enabled. Although some devices have
a gateway already assigned to them, for other devices—such as XML Feed, Twitter, or Zetron
Pager—you must first open the device's details screen and add the gateway manually before
attempting to enable the device.
To enable a device so that alerts can be sent to it, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the name of the device you want to enable.
3. Click the Enable button.
4. Click OK to enable the device.
Disable a Device
To disable a device, complete the following steps:
1. From the list, click a device name.
2. Click the Disable button.
3. Click OK to disable the device.
Add a Device to the User Details Contact Information
After you enable the gateway and configure the device in the Device manager, you might need to
add the device to the list of available devices for end users. BlackBerry AtHoc provides a draft list
that you might need to modify so that a user can add contact information in their profile.
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Prerequisite
To add devices to the end user device display list, you must know their common device names. To
determine what those are, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. Click to open each device for which you need the common name.
The Common Name field appears beneath the Name field near the top of the Details section.
4. Write down the common name so that you can insert it when adding devices to the end user
device list.
To add a device to the end user device display, complete the following steps:
1. Log in to BlackBerry AtHoc as an administrator.
2. In the Navigation bar, click the
(Settings) icon.
3. In the Basic region, click the General Settings link.
4. Scroll down to the Layouts section.
5. In the User Details - My Profile row, click the View/Edit link.
6. In the End User details display settings screen that appears, scroll down to the <Online
addresses> section.
7. Check to see if the needed devices are in the list. If not, manually add the needed devices in
the XML file.
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8. If the devices are not in the list, add <field></field> values for each device, using the
common device names that you wrote down in the prerequisite section above.
9. Click the Update button to save your changes.
Manage Mass Communication Devices
To manage support for a mass communication device such as a digital sign, a loudspeaker, or an
XML feed, complete the following tasks:
Enable the Device on the BlackBerry AtHoc Server
The first step in configuring devices for BlackBerry AtHoc is to enable the device on the BlackBerry
AtHoc server. When you enable the device, it appears in the list of gateways on the Settings
screen and in the list of devices in Devices.
To enable a device, complete the following steps:
1. Log in as an Administrator to the server on which BlackBerry AtHoc runs.
2. Navigate to the following folder: ../Program Files (x86)/AtHocENS/ServerObjects/Tools
3. Open the following application: AtHoc.Applications.Tools.InstallPackage
The Configure Device Support screen opens.
4. Select the checkboxes beside each device needed for the organization.
5. Click Enable and then click Close.
Configure the Gateway
To set up alert delivery devices, you must configure the gateway for each device. The gateway is
an API that translates alert text to XML format and delivers it to the provider for a device. The
provider can be a BlackBerry AtHoc service (such as AtHoc Cloud telephony) or a third-party
provider (such as MIR3).
To configure the device gateway, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the name of the device gateway that you want to configure.
255
The gateway configuration settings screen opens. The values that you need to provide
depend on the device you want to configure. The following table specifies how you can find
configuration values for a particular device.
Gateway
ADT Giant Voice
Documentation
IIM Add-On Module Installation and Configuration Guide
AM Radio Broadcast Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
AM Radio Bluegrass Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
American Signal
Giant Voice
IIM Add-On Module Installation and Configuration Guide
American Signal
Giant Voice - V2
IIM Add-On Module Installation and Configuration Guide
AtHoc Cloud
Delivery Service
(East Coast)
Configure the Hosted Gateway for Cloud Services
AtHoc Cloud
Delivery Service
(West Coast)
Configure the Hosted Gateway for Cloud Services
Mobile App
Configure the Mobile App.
AtHoc Organization
Network
AtHoc Connect Plug-in for NDS: Configuration Guide
ATI Giant Voice
IIM Add-On Module Installation and Configuration Guide
Benbria Classroom
Emergency
Notification
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Cable TV + Radio
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Cable TV Scroller
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
CentrAlert
IIM Add-On Module Installation and Configuration Guide
Cisco Digital Media
Player
Cisco Digital Media Server Configuration Guide
Cisco UCM (Blast)
AtHoc Blast Configuration Guide
Cisco UCM (TAS)
AtHoc Telephony Alerts System Operations Guide
Cisco Unified
Communication
Manager
AtHoc Telephony Alerts System Operations Guide
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Gateway
Documentation
Cooper Notification
WAVES
IIM Add-On Module Installation and Configuration Guide
Cooper Notification
WAVES - Camp
Lejeune
IIM Add-On Module Installation and Configuration Guide
Cooper Notification IIM Add-On Module Installation and Configuration Guide
WAVES - New River
Cooper Notification IIM Add-On Module Installation and Configuration Guide
WAVES - Secondary
Emergency Digital
Information Service
(EDIS)
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Federal Signal Giant
Voice
IIM Add-On Module Installation and Configuration Guide
IPAWS CAP
Exchange, EAS,
NWEM, and WEA,
IPAWS Installation and Configuration Guide
Land Mobile Radio
IIM Add-On Module Installation and Configuration Guide
Land Mobile Radio Eastman
IIM Add-On Module Installation and Configuration Guide; Custom device
gateway: Contact BlackBerry AtHoc Technical Support if you need to
configure this gateway.
Microsoft Lync
Server
Lync Configuration Guide
Motorola ACE 3600
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Notification Delivery
Managed Service
(NDMS)
Configure the Notification Delivery Managed Service (NDMS) Gateway
On-Premise Email
On-Premise Email Installation and Configuration Guide
RGM Digital Signage Digital Signage Installation Guide
RSS Feed
Configure the RSS Feed Information for RSS and Atom Content Feeds
Siemens DAKS
Siemens DAK Add In Guide
Simplex-Grinnell
4100U
Simplex-Grinnell Installation and Configuration Guide
Talk-A-Phone Giant
Voice
IIM Add-On Module Installation and Configuration Guide
TechRadium
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Text Messaging
SMS Installation and Configuration Guide
257
Gateway
Twitter
Documentation
Twitter Configuration and User Guide
Whelen Giant Voice, IIM Add-On Module Installation and Configuration Guide
v1
Whelen Giant Voice, IIM Add-On Module Installation and Configuration Guide
v2
Xml Feed
Configure the XML Feed Information
Xml Feed Reset
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Zetron Pager
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
Zetron Pager Group
Custom device gateway: Contact BlackBerry AtHoc Technical Support
if you need to configure this gateway.
3. Configure the values based on the device and information provided by BlackBerry AtHoc
Technical Support or the configuration information provided in the referenced documents.
4. Click Save.
Configure the Device
If you are an Administrator, you can use the Devices screen to verify available devices, check
settings, and if necessary, enable and disable devices. You can also control and edit permissions
to make certain device addresses only available to operators, or to end users, or to both roles.
Note: Availability of delivery devices other than the AtHoc Desktop software depends on the
BlackBerry AtHoc edition and licensed delivery devices. Contact your BlackBerry AtHoc
account manager for details.
To access the Devices screen, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
The Devices screen then displays the available devices and their details in a table with the
following columns:
l
Device Name—Displays a description of the device type
l
Delivery Gateway—Displays the designated delivery gateways, if applicable
l
Group—Displays the type of alert that gets delivered, such as email or phone
l
Status—Displays whether the device is enabled or disabled. Disabled devices are not
available for delivering alerts.
Each device has a default delivery template that defines the appearance and formatting used
to deliver alerts.
3. Click the device name to configure the related template.
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For more information on device configuration, see the View and Edit Device Details section of
this guide.
Create a User Account for the Device
To distribute messages through mass communication devices like a digital sign, you must create a
BlackBerry AtHoc end user account. You can name the account something relevant like
"Emergency Digital Signs." You then designate the user as a mass communication device.
Note: You must have operator or end user manager privileges to create the user account.
To create the account, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Mass Device link.
3. Click the New button.
4. In the Basic Attributes region of the screen that appears, enter the name of the device in the
Username field.
5. Click Save.
6. In the list of devices, click the device you just created.
7. In the lower half of the screen, click the Devices tab.
8. Enter the name of the Notification Delivery Server (NDS) user account in the text entry field
on the tab.
Note: The name must match the name attribute of the <center> node that the user created
on the NDS server and must use the correct format: servername:0. If the <center>
node, with the matching name attribute, is not defined on NDS, alerts are published to
the default account. If the <center> name attribute is defined on NDS, but the
BlackBerry AtHoc username does not match the format (username:0), an error is
generated.
9. Click Save.
View and Edit Device Details
Note: You should consult BlackBerry AtHoc Technical Support before editing the values for a
device to ensure that your changes will not have a negative impact on the way the device
operates.
Note: You must have the Enterprise Administrator role to edit the details of a device.
To view and edit the details of a device, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. On the Devices screen, click to select a device.
The screen refreshes to display the settings for the device, divided into the following three
sections: Details, Help Text, and Delivery Gateways.
259
The Details section varies by device. Use the Help Text section to change the help text in the
targeting, contact, or contact information tool tip. The Delivery Gateways section provides
information about gateways such as NDMS and SMTP. A device must have at least one
associated gateway before it can be enabled. For more information on enabling devices, see
the Enable and Disable Devices section of this guide.
4. Click Edit to modify the details, help text, or delivery gateway details.
5. Click Save to keep your changes.
Configure Mobile Phone Notification
After BlackBerry AtHoc Technical Support has set up the correct Notification Delivery Server
(NDS) address, you can assign an AtHoc Mobile Gateway to the phone.
To edit the Devices screen and enable mobile phone notification, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. Click the Mobile App option to open the details screen.
4. Click the Edit button in the top menu bar.
5. In the Name field, enter Mobile App.
6. In the Common Name field, enter the following text with no space between the
words: mobileNotification.
7. In the Delivery Gateways section, select Mobile App from the Add a Delivery Gateway
dropdown list.
8. Click the Save button in the top menu bar
9. Click the Enable button in the top menu bar if the device is not yet enabled.
Role-Based Permissions for the Mobile App
As a system administrator you can specify what controls a user can see on the mobile device,
depending on their roles and responsibilities (also known as role-based permissions). For
example, you might want an emergency team to be able to see the map, send field reports, start
tracking, and send emergency duress alerts. However, you might want a student on a campus or
non-emergency personnel to only be able to receive notifications and to send duress (emergency)
alerts to security without having access to the map or to tracking or field reports.
To specify permissions for advanced features, complete the following steps:
1. For users who need advanced features, create a distribution list.
Note: Only one distribution list can be used for the organization.
2. In the Navigation bar, click the
(Settings) icon.
3. In the Devices region, click the Mobile App link.
4. In the Mobile Application Features section, select Map to provide access to mobile
devices.
5. Select Alert Publishing to provide publishing permission to operators.
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BlackBerry AtHoc Enterprise User Guide
6. Select Advanced Features to provide advanced features to a group of users.
7. Select a distribution list in which the users are given permission to send alerts, such as
reports and emergencies.
8. In the Select advanced features section, select one or more types of alerts that the user can
access from the mobile application:
l
Emergency—Send duress messages
l
Check In—User check ins on the map
l
Report—Send field reports
l
Track Me—Track mobile device location for a specified amount of time.
9. Make any other needed changes for the Mobile App settings.
10. Click the Save button.
Configure Giant Voice Devices
The following integration gateways are related to Giant Voice loudspeaker systems:
l
ADT Giant Voice
l
American Signal Giant Voice
l
American Signal Giant Voice - v2
l
ATI Giant Voice
l
Federal Signal Giant Voice
l
Talk-a-Phone Giant Voice
l
Whelan Giant Voice - v1
l
Whelan Giant Voice - v2
To learn how to configure Giant Voice gateways, refer to the IIM Add-On Module Installation and
Configuration Guide.
Configure the AtHoc Connect Organization Network
The Organization feature provides inter-agency communications between organizations that have
joined AtHoc Connect. Organizations are members of AtHoc Connect that you can add as a
connection. You can then publish alerts to that connection or subscribe to alerts that they publish.
To set up the Organization feature, refer to the AtHoc Connect Plug-in for NDS: Configuration
Guide. To learn how to set up the gateway and device for Connect, refer to Configure AtHoc
Connect in the BlackBerry AtHoc Management System.
Manage the Cloud Services Gateway
BlackBerry AtHoc provides hosted SMS, email, and telephony notification services. If your
organization uses any of these services, you need configure and enable the gateway.
The following sections describe these configuration tasks.
261
1. Enable the Cloud Services Gateway on the BlackBerry AtHoc server.
2. Enable the Cloud Services Gateway on the Settings screen.
3. Configure and enable the Cloud Services devices. Complete only the sections that
correspond with the services your organization uses:
l
Hosted SMS Text Messaging
l
Hosted Email
l
Hosted Telephony
Configure the Hosted Gateway for Cloud Services
Use this gateway to set up devices using the AtHoc Cloud Delivery Service. After configuring this
gateway, you can set up telephony (TAS), email (OPM), and SMS.
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click to open one of the following gateways, based on information
supplied by your BlackBerry AtHoc Services representative:
l
AtHoc Cloud Delivery Service (East)
l
AtHoc Cloud Delivery Service (West)
3. Click the Copy default settings link at the top of the screen.
The default templates for the services appear in the SMS and Email template fields.
4. Enter the user name and password values provided to you by BlackBerry AtHoc Technical
Support.
5. (Optional) For TAS, you can enter a Caller ID (ANI) value to override the default value for the
account.
The value should be a valid phone number or extension that is 4-16 numeric characters.
6. For the SMS (texting) template, replace the existing template, with the following template:
7. (Optional) Modify the SMS XML template fields for your organization by adding placeholders.
The following table describes the parameters that you can add to either the SMS or the Email
template. The placeholders values are preset:
Placeholder
Required
Purpose and Values
[MessageBody]
Yes
The contents of the SMS message (the alert text).
[MessageTitle]
Yes
The title of the SMS message.
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Placeholder
Required
Purpose and Values
[MoreInfoLink]
No
A URL to additional information that the recipient can access,
such as evacuation plans, weather reports, or maps.
[PublishedAt]
No
The time at which the alert is published.
[PublishedBy]
No
The operator account name that sends the alert.
[RecipientName]
No
The name of recipients which the alert is sent.
[ResponseOptions]
No
The response options provided for the recipient of the text
message. If empty, the Response Option instruction line does
not appear in the alert (The default is Reply:, but can be
customized text like “Select a response.”).
[SelfServiceUrl]
No
Link to the user’s Self Service screen.
[Severity]
No
The value of the Severity field for the alert.
[SystemName]
No
The name of the current organization.
[TargetUrl]
No
The optional URL provided in the alert for more information.
[Type]
No
The category of alert, such as Safety.
[OrganizationName]
No
The Organization name that is displayed in the BlackBerry AtHoc
title pane.
8. (Optional) If you use the hosted email service, enter the name of the sender that you want to
appear in email alerts.
Now that you have completed the Cloud Delivery Services Gateway setup, you can configure the
related devices from the Devices screen.
l
Hosted SMS Text Messaging
l
Hosted Email
l
Hosted Telephony
Configure the Text Messaging Device for Hosted SMS
To configure the Text Messaging Device, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. Click the Text Messaging link.
4. Click the Edit button, then modify the values in the Details section with names and
information that are valid for your organization.
5. In the Contact Info Editing field, select either All or End Users depending on whether you
want everyone or just end users to have the ability to edit their contact info.
6. (Optional) Select the Users must provide contact info for this Device in Self Service
checkbox if you want to require users to provide that information. If you do not select this
checkbox, users will still be able to provide the information; it just will not be a required task.
263
7. In the Help Text fields, enter text that will appear on the screen when operators are authoring
an alert.
Note: You must have the Enterprise Administrator role to edit the Help Text fields.
l
Targeting Help Text—When the operator selects this device as a target, the text you
enter in this field appears at the top of the Review and Publish screen. For example, if
you want to remind operators that text messages have a character limit, you can enter
the following text:
"SMS: Alert will be split into multiple messages if it exceeds 140 characters or 70 unicode
characters."
The text then appears at the top of the Review and Publish screen..
l
l
Contact Info Help Text—The text you enter in this field appears under the device name
on the End User details screen. The text should explain what should be entered in the
field..
Contact Info Tool Tip—The text you enter in this field appears as a popup tool tip when
the user hovers their cursor over the device name on the End User details screen. The
text should explain what should be entered in the field..
8. In the Delivery Gateway field, select AtHoc Cloud Delivery Service.
You can specify up to three gateways for the Hosted SMS device.
9. Click Save.
10. Click Enable if you are ready to make the device available for alert publishing.
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BlackBerry AtHoc Enterprise User Guide
The Hosted SMS Text Messaging device is then fully configured.
Manage the Hosted Email Service
To manage the hosted email service, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. Click an email device.
4. Click the Edit button.
5. Modify the values in the Details section with names and information that are valid for your
organization.
6. In the Contact Info Editing field, select either All or End Users depending on whether you
want everyone or just end users to have the ability to edit their contact info.
7. (Optional) Select the Users must provide contact info for this Device in Self Service
checkbox if you want to require users to provide that information. If you do not select this
checkbox, providing the information will be optional.
8. In the Help Text fields, enter text that will appear on the screen when operators are authoring
an alert.
Note: You must have the Enterprise Administrator role to edit the Help Text fields.
l
l
Targeting Help Text—When the operator selects this device as a target, the text you
enter in this field appears at the top of the Review and Publish screen. For example, if
the device is a work email account, you can enter, "Email - Work: Do not use for off-shift
alerts" so that users know not to select the device if they are trying to contact people who
are not at work.
Contact Info Help Text—The text you enter in this field appears under the device name
on the End User details screen. The text should explain what should be entered in the
field..
265
l
Contact Info Tool Tip—The text you enter in this field appears as a popup tool tip when
the user hovers the cursor over the device name on the End User details screen. The text
should explain what should be entered in the field.T.
9. In the Delivery Gateway field, select one of the AtHoc Cloud Delivery Services Gateway
options, either East or West, based on the information BlackBerry AtHoc Technical Support
has provided. For on premise, select the Notification Delivery Managed Service (NDMS)
option.
You can specify up to three gateways for each phone device.
10. Click Save.
11. Click Enable if you are ready to make the device available for alert publishing.
Manage the Hosted Telephony Service
To manage the hosted telephony service, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. On the Devices screen, click a phone device such as Phone-Work or Phone-Mobile.
The settings for the device appear.
4. Click the Edit button.
5. Modify the values in the Details section with names and information that are valid for your
organization. You must have the Enterprise Administrator role to update the Name, Common
Name, Group Name and Device Group Order.
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BlackBerry AtHoc Enterprise User Guide
6. In the Contact Info Editing field, select either All or End Users depending on whether you
want everyone or just end users to have the ability to edit their contact info.
7. (Optional) Select the Users must provide contact info for this Device in Self Service
checkbox if you want to require users to provide that information. If you do not select this
checkbox, users will still be able to provide the information; it just will not be a required task.
8. In the Help Text fields, enter text that will appear on the screen when operators are authoring
an alert.
Note: You must have the Enterprise Administrator role to modify the Help Text fields.
l
Targeting Help Text—When the operator selects this device as a target, the text you
enter in this field appears at the top of the Review and Publish screen. For example, if
the phone is a work phone, you can enter the following text:
"Work Phone: Use this device for work messages only."
The text then appears at the top of the Review and Publish screen..
l
l
Contact Info Help Text—The text you enter in this field appears under the device name
on the End User details screen. The text should explain what should be entered in the
field..
Contact Info Tool Tip—The text you enter in this field appears as a popup tool tip when
the user hovers their cursor over the device name on the End User details screen. The
text should explain what should be entered in the field...
267
9. In the Delivery Gateway field, select one of the AtHoc Cloud Delivery Service Gateway
options: either East or West. If you are on-premise, select the Notification Delivery
Managed Service (NDMS) option.
You can specify up to three gateways for each phone device.
10. Click Save.
11. Click Enable if you are ready to make the device available for alert publishing.
Configure the RSS Feed Information for RSS and Atom Content Feeds
Mass communication devices include the IP Integration module for RSS and Atom feeds. These
devices use the templates for the RSS feed.
To set up the RSS feed, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the RSS Feed link.
3. Click the Copy default settings link at the top of the screen to use the correct settings for the
content feed.
RSS or Atom feeds should have the following settings:
l
l
In the Supported Formats field, Syndication: Atom and Syndication: RSS 2.0 are
selected are selected.
In the Identity Source field, the End User radio button is selected.
4. Click Save.
Configure XML Feed Information for Mass Communication Devices
Mass communication devices include IP Integration Module for loud speakers, as well as RSS and
Atom feeds. These devices use the templates for the XML Feed.
To set up the XML Feed, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Xml Feed link.
3. On the Xml Feed screen that appears, specify the mass communication device you want to
configure.
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BlackBerry AtHoc Enterprise User Guide
l
If you use Atom or RSS feeds, complete the following steps:
a. In the Feed Formats section, select Syndication: Atom and Syndication: RSS
2.0.
b. In the Feed Source section, select End User.
l
If you use an IIM CapCon feed for outdoor loud speakers, complete the following steps:
a. In the Feed Formats section, select Syndication:CapIndex and
Syndication: CapIim.
b. In the Feed Source section, select Delivery Gateway ID.
4. Click Save.
Configure Failover Delivery Gateways
The Delivery Gateway Failover feature adds redundancy to various devices such as phones that
can be connected to multiple gateways. If one gateway fails, the other gateway takes over.
Most gateways have just one type of supported gateway and you enable a second gateway of the
same type on a failover server. However, certain device groups have multiple gateways that
manage alerts for the device. You can use a different gateway if the device is in the same group,
where a group includes related devices such as phones, emails, or text messaging.
Configuration of delivery gateway failover is handled from the Devices screen. The following list
shows groups with multiple devices or gateways and specifies which gateways can be used with a
device group.
l
Email—NDMS, SMTP, AtHoc Cloud Delivery Service (East and West)
l
Pager—NDMS
l
Phone—NDMS, AtHoc Cloud Delivery Service (East and West)
l
Texting—NDMS, AtHoc Cloud Delivery Service (East and West)
To set up a failover gateway for a device, complete the following steps:
1. In the Navigation bar, click the
(Settings) icon.
2. In the Devices region, click the Devices link.
3. Click a device name.
4. On the device details screen that appears, click Edit.
5. Assuming that the device has a primary gateway configured, in the Delivery Gateways field,
click Add a Delivery Gateway to add a second gateway.
6. Click Configure and modify the XML statements as needed for your organization.
269
7. Click the Hide Configuration button.
8. Click Save.
270
Appendix A: Unified Telephony Tracking Codes
BlackBerry AtHoc uses unified tracking codes to track the progress of alerts that are sent to
telephony devices, such as mobile phones and work phones. Each call has a code assigned to it.
The code then maps to a status message for the call.
View Reports with the Codes and Messages
The message appears in the Device Delivery report for a sent alert.
The code and mapped message appear in the full tracking report. You can view these codes by
exporting the full report.
1. Send an alert.
2. Click the Alert Summary button from the completed alert or double-click to open the alert
from the Sent Alerts list.
3. On the Alert Summary screen that opens, click the Advanced Reports button.
4. Hover over the Export link in the top corner of the report and then select Export Full Report
from the dropdown list that appears.
The report is exported to a .CSV file. You can see the status of each call, and how long the call
took.
In the example above, the mobile and work phones of the user were targeted. The user
listened to the alert and responded to the call from his or her work phone. When the user
heard the start of the alert on their mobile phone, they hung up before listening to the main
message because they had already responded to it via their work phone.
Code Format and Message Descriptions
The unified code has the following format:
A
Appendix A: Unified Telephony Tracking Codes
Status: A 4-digit number indicating the success or failure of the call or voice mail.
l
1XXX – Success
l
7XXX – Incomplete
l
9XXX – System Error
Reserved: For BlackBerry AtHoc use.
Seconds: The number of seconds the call lasted. The number “022” means the call took 22
seconds from pick up to hang up.
For example, the following code means that the voice mail was delivered successfully and it took
27 seconds:
1002|03|027
The following table lists each of the status codes:
Status
Description
1001
Call completed successfully
1002
Voice mail delivered successfully
1003, 1004
Response received
7001-7050
Cannot process call based on configuration
7037
Call flow has no ID
7051
The target user has no PIN defined for retrieving secure messages
7052
No callback number has been defined to use when leaving voice mail
7053
Phone number has invalid format
7200-7102
Failed to prepare call for sending
7230-7235,
7240
Failed to make call
7250
Provider timeout received
7251
Failed to connect call (voice error).
7252
Failed to connect call (voice error). Error might be temporary. Retry later.
7253
Failed to connect call (voice error). Do not retry.
7254
Failed to connect because of a voice error message, such as “Your call cannot be
completed at this time.”
7257
Failed to dial number
7258
No answer received
7259
Line was busy
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BlackBerry AtHoc Enterprise User Guide
Status
Description
7261
Failed to connect call
7301
Call hung up before playback could begin
7302
Call dropped before playback could begin
7303
Call hung up before main message playback could begin
7304
Call dropped before main message playback could begin
7305
Call hung in middle of main message playback
7306
Call dropped middle of main message playback
7314
Voice mail delivered successfully
7315
Failed to leave voice mail
7316
Voice mail detected, but not ready after waiting for an excessive time period
7317
Voice mail dropped in middle of message playback
7318
Voice mail dropped in middle of message playback
7319
Voice mail ready, but leaving voice mail is not a call option
7401
Call hung up after playing main message but before receiving a response
7402
Call dropped after playing main message but before receiving a response
7411
Call terminated after waiting too long for a response
7412
Call terminated after too many invalid key presses
9001-9090
Failed to send message to TAS
C
Appendix B: Hosted SMS Text Messaging Tracking Codes
Appendix B: Hosted SMS Text Messaging Tracking
Codes
The following codes are used to track the status of SMS text messages. They appear in the full
delivery report for an alert.
Code
Status
Message
3001
Sent
Invalid destination phone number
3002
Sent
The target user has unsubscribed from BlackBerry AtHoc alerts
3003
Not Sent
The target carrier has blocked BlackBerry AtHoc alerts
3006
Not Sent
Rejected by the SMS aggregator
3007
Not Sent
Rejected by target carrier
3900
Not Sent
Error in sending alert
D
BlackBerry AtHoc Enterprise User Guide
Appendix C: Pager Carrier IDs and Names
The following list displays the name and ID of all of the pager carriers that are supported in
BlackBerry AtHoc.
Pager Name
ID
Pager Name
ID
AAA
1
MetroCall National TAP (888)
164
Advanced Paging and Wireless
2
MetroCall National2 TAP (800)
165
Advantage Paging
41
MetroCall TAP (757)
166
Airtouch Paging
3
MetroCall TAP (904)
162
Airtouch TAP
84
Metrotel National TAP
167
AllCom
4
Metrotel TAP
100
ALLTEL PCS
42
Midwest Paging
39
Alpha Messaging Center TAP
103
Midwest Paging National TAP
123
AlphaNow
5
Minncomm
57
American Messaging
73
MinnComm National TAP
133
American Messaging National TAP
149
MinnComm TAP (763)
134
American Messaging Network
81
Mobilfone
94
American Messaging TAP
74
MultiComm Paging TAP
97
American Messaging TAP (305)
145
MultiComm SNPP
98
American Messaging TAP (520)
140
MWD TAP
72
American Messaging TAP (586)
146
National Communication TAP
102
American Messaging TAP (618)
139
Network Services
20
American Messaging TAP (714)
147
New SPN National TAP
189
American Messaging TAP (734)
138
New SPN TAP (252)
194
American Messaging TAP (734)
144
New SPN TAP (330)
197
American Messaging TAP (734)
142
New SPN TAP (406)
190
American Messaging TAP (818)
150
New SPN TAP (609)
191
American Messaging TAP (818)
148
New SPN TAP (612)
193
American Messaging TAP (904)
141
New SPN TAP (626)
192
American Page Network
52
New SPN TAP (626)
195
Ameritech
6
Nextel
21
Ameritech 001 TAP
106
Nextel 2 Way
22
Ameritech TAP (314)
108
Northeast Paging
23
Ameritech TAP (573)
107
Omni-com Paging
24
E
Appendix C: Pager Carrier IDs and Names
Pager Name
ID
Pager Name
ID
Aquis SNPP
210
Omnicomm TAP (406)
110
Aquis TAP (615)
200
One Source
203
Arch National TAP
158
Other
40
Arch Wireless (USA Mobility)
38
Page 1
78
Arch Wireless 1-way (USA Mobility)
61
Page One TAP (304)
187
arch1way (USA Mobility)
18
Page Plus TAP (918)
153
AT&T Wireless
58
PageMart Canada
25
ATS National TAP
161
PageMe Inc
55
ATS Paging
83
PageNet - Canada
53
ATS TAP (402)
160
Pagenet Pro TAP
66
ATT Tap
208
PageOne - TX
215
Bailys Comm.
43
PageOne UK
92
Baystar
7
PagePlus
90
beepers.com
60
Pager People TAP
101
Bell Mobility (US)
8
Personal Page
214
Bell Mobility TAP (416 / Walkerton, ONT) 205
Porta-Phone Paging
26
Bell Mobility TAP (519 / Walkerton, ONT) 206
Priority Communications
27
BELL SNPP
204
ProPage
28
Cap Communications TAP (231)
175
RAM-Page
62
Carolina Wireless TAP
99
Range Paging
196
Carolina Wireless TAP (843)
172
Range Telecommunications
185
CellularPage
88
Range Telecommunications (TAP 512) 211
Central Vermont Comm.
45
Range Telecommunications TAP
209
Chariton Valley National TAP
199
RCS Wireless
77
Cingular
64
Rogers Two Way
48
Comm Special TAP (910)
109
RSC COMM National TAP
151
Communications Specialists
9
Satellink
29
Contact Communications
82
Satellink TAP (615)
111
Contact Paging
10
SBC National TAP (800.250)
129
Contact Wireless
207
SBC National TAP (800.864)
132
Cook Paging
37
SBC National TAP (877.802)
130
DataComm
11
SBC Paging
56
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BlackBerry AtHoc Enterprise User Guide
Pager Name
ID
Pager Name
ID
DataPage
12
SBC TAP
85
Dial A Page TAP (479)
186
SBC TAP (313)
131
Digi-Page/ Kansas
13
SBC TAP (573)
127
Edge Wireless
79
SBC TAP (763)
128
Electronic Engineering TAP (319.362)
181
Schuylkill Mobile
93
Electronic Engineering TAP (319.833)
180
Schuylkill TAP (570)
154
Electronic Engineering TAP (515)
179
Schuylkill TAP (717)
155
Extel Mobile
14
Sharp TAP (256)
176
GrayLink
15
Skytel
30
Highland Paging, Inc.
16
SkyTel National TAP
173
Illinois Signal
46
Skytel Talkabout
63
IM Cingular
76
Skytel TAP
67
Indiana Paging SNPP
44
Sprint SNPP
89
Indiana Paging TAP (219.756)
126
Stenocall TAP (806)
174
Indiana Paging TAP (219.928)
124
Teleone TAP
104
Indiana Paging TAP (317)
125
Teleone TAP (903)
178
Infopage Systems
17
Telepage TAP
105
Intelliguard Systems
95
TeleTouch (TeleOne) SNPP
202
Intelliguard Systems (TSU/Raven)
96
Teletouch TAP (501)
171
Island Page
68
Teletouch1 National TAP
168
JSM Comm TAP (414)
137
Teletouch2 National TAP
169
JSM Comm TAP (608)
136
Teletouch3 National TAP
170
JSMCOM 1-way
65
Tele-Trak
31
KP In-House
213
Telus Vancouver TAP
91
KPN TAP
212
Texas Communications
198
Lauttamus 2 TAP (304)
183
TSCNet
32
Lauttamus Communications SNPP
201
TWR TAP (301)
184
Lauttamus TAP (304)
182
UCOM
50
Maximum Communications
54
UCP
33
Metro Communication TAP
87
Unity Comm TAP (304)
135
Metrocall (USA Mobility)
19
Unity Communications
59
Metrocall 1-way (USA Mobility)
51
US Mobility TAP
75
MetroCall National TAP (800)
163
USA Mobility
80
G
Glossary
Glossary
accountability event
A process workflow that an operator initiates when an event occurs that requires personnel to be
accounted for.
accountability status
The different responses an affected user in an event can provide to alerts generated from the
event. BlackBerry AtHoc provides a default set of statuses and allows Operators to create custom
ones as well.
accountability template
A pre-defined process workflow that an operator can quickly access, modify, and initiate when an
event occurs that requires personnel to be accounted for.
administrator
A role responsible for maintaining the BlackBerry AtHoc system parameters and creating and
managing end users and operators. This role can also create and manage alerts.
advanced alert manager
An Enterprise role that has many of the same responsibilities as an Enterprise administrator,
except for the following: management of global settings, security policy, virtual systems, archive
and global health, devices, and delivery gateways and the ability to delete or disable users and
system tasks.
affected users
The group of users who are impacted by an event.
alert folder
A category of alerts, such as weather, chemical, traffic, or fire.
alert placeholder
An attribute that contains one or more values, such as building number or a shift name, that can be
selected for an alert template at publishing time. Unlike system placeholders, alert placeholders are
created by an administrator during the setup of the system.
alert publisher (role)
An Enterprise role with privileges limited to selecting an existing alert folder and alert template with
pre-defined target audiences, and publishing the alert.
alert status
The different states that an alert can have: Scheduled, Draft, Live, and Ended.
alert template
A template that an operator (or an external system) can quickly access, modify, and trigger when
an emergency condition occurs that requires an alert to be sent out.
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BlackBerry AtHoc Enterprise User Guide
alert tracking report
Presents a summary of the alert for the alert folder and the statistics for the total number of targeted
users and the users who received and acknowledged the alert.
AtHoc - Basic
A version of BlackBerry AtHoc for organizations that primarily send alerts to other organizations,
rather than within one organization.
AtHoc - Enterprise
A version of BlackBerry AtHoc used by an organization that sends mass alerts to its members. It
typically has many members and multiple virtual Enterprise systems and sub virtual systems.
AtHoc administrator
An Enterprise role that has all the privileges of alert publishers, in addition to the tasks of setting up
and maintaining the BlackBerry AtHoc system and its users.
AtHoc Connect
A network of BlackBerry AtHoc organizations that can send alerts to each other. Each organization
can invite other organizations to send or receive alerts.
call bridge
A type of alert response option for telephony devices that allows recipients to connect to a
conference call.
capnode
A BlackBerry AtHoc-produced software package that activates a legacy non-networked warning
device triggered by a BlackBerry AtHoc activation.
Connect profile
The attributes associated with an organization that is registered with AtHoc Connect, including
visibility settings, address, and description.
Connect request
A request to connect sent to another organization that is in the AtHoc Connect network.
connection
An organization with which you have connected. You can send and receive alerts with existing
connections.
content extensions
Optional fields in an alert message that apply only if your company has requested content
extensions for integrating alert information with other systems that use the Common Alerting
Protocol (CAP). When the alert is published, an external CAP system will receive the information
entered in these fields.
delivery device
The medium through which alerts are sent to users. Examples include: cell phones, desktop popup
windows, and email.
I
Glossary
delivery order
For telephony devices: species the order in which an alert is delivered to each delivery device.
Desktop App
The client product that displays the desktop system tray menu and desktop alerts for BlackBerry
AtHoc. Formerly known as AtHoc Desktop Notifier.
desktop popup template
A fixed format for displaying a desktop popup window containing alert severity, type, and location
information at the top followed by the main body of the alert. Each template is preformatted and
contains predefined frames, images, and colors.
Devices manager
Used to configure and enable the devices on which users receive alerts.
diagnostic log
A list of errors that have occurred for a system.
distribution lists
A method of targeting alert recipients based on existing data such as user properties from external
sources such as an Active Directory. BlackBerry AtHoc supports static and dynamic distribution
lists.
distribution lists manager
An Enterprise role that is responsible for importing and managing distribution lists from external
sources.
draft alert
An alert that has been created, but is awaiting approval or confirmation before it can be published
draft alert creator
An Enterprise role that can create alerts, but not publish them
dynamic query
A target method that selects users based on specific attributes, such as a department name, or
delivery device attributes, such as telephone area codes. This method enables ad hoc alert
targeting.
end user manager
An Enterprise role that manages the set of end users who can receive targeted alerts.
Enterprise administrator
An Enterprise role that manages operators across multiple virtual systems.
Enterprise organization
The organization from which operators can perform activities across member organizations within
the Enterprise.
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BlackBerry AtHoc Enterprise User Guide
escalation
Alerting target users or groups by priority in timed intervals. Requires that Fill Count be enabled for
alert targeting.
failover
Alerts and other messages are redirected to a backup gateway because of service, performance,
or other issues.
fill count
Specifies the number of users required to reply with a selected response option before ending the
alert. For example, specify that 4 recipients must reply with "I can help" before ending an alert.
geo targeting
A targeting method based on geographic zones on a map. Requires customizing a map with
selectable zones.
IIM Agent
A BlackBerry AtHoc-produced software package that manages and monitors the IIM box and the
capnode software.
implicit targeting
Targeting users in an area through a mass communication device, such as a loud-speaker, a digital
sign, or through an external agency such as FEMA through IPAWS.
Inbox
Repository of incoming alerts from mobile users and outside organizations. Formerly known as
Event Manager.
incoming alert
A message sent by a mobile user or outside organization that reports an activity such as mobile
emergency or report. Incoming alerts appear on the Inbox or on the Situation Map. Formerly known
as an event.
incoming alert type
Any category of incoming alert such as mobile, standard, AtHoc Connect, or other. Also known as
an event type.
invitation
An invitation to connect that is sent to an organization not already in the AtHoc Connect network.
IP Integration Module
Commonly referred to as an IIM. A physical hardware box containing the following three software
packages produced by BlackBerry AtHoc: capnode, IIM Agent, and Watchdog.
IP Integration Module Agent
Refer to IIM Agent
map cluster
A circle on the SSA Map that represents two or more shapes, events, check-ins, or other objects
within close proximity, when the map zoom is too far out to show the shapes individually. As the
K
Glossary
operator zooms in on the map, the cluster decreases and objects are shown individually.
Mass Device manager
Used to configure and enable mass communication devices that alert users in the general area,
such as digital signs, loudspeakers, and fire alarms.
member organization
A sub organization in the Enterprise. Member organizations inherit content and user management
from the Enterprise organization. Also so called sub-VPS or sub organization.
Mobile App
The BlackBerry AtHoc mobile application on which users can receive and send alerts, view the
situation map, check in, and send field reports.
NDMS gateway
Notification Delivery Management System gateway. The gateway that delivers alerts through
MIR3 for telephony, email, and SMS devices.
operator
A role that performs publishing tasks. For Enterprise organizations, includes the following roles:
alert publisher, advanced alert manager, and draft alert creator.
organization
An contained system of users and objects at the Enterprise or member level. Also refers to a
BlackBerry AtHoc customer that has signed up for AtHoc Connect to participate in crossorganization communication. Formerly called virtual private system (VPS).
organizational hierarchy
Defined organizational nodes that can be used to target alerts, if your system is set up to integrate
with an external user base, such as Active Directory. End users can be assigned to organizational
nodes. Select one or more target organizations for an alert. Users who are members of the
selected organizations receive the alert.
quick publishing
The process of selecting a pre-defined alert template and publishing it. The fastest way to
broadcast an alert.
recurring alert template
A type of alert template used to publish an alert on a scheduled basis. Used for the purposes of
performing tests or issuing reminder messages.
response options
Pre-configured replies that alert recipients can send after receiving an alert. Used to verify that
recipients have received the alert. Also sometimes used by recipients to communicate their
planned response to an alert message.
scheduled alert
Alerts that are ready for publishing and automatically go into a Live state at a specified date and
time.
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BlackBerry AtHoc Enterprise User Guide
Sent Alerts
A module for monitoring and managing all types of alerts. The Sent Alerts screen provides
commands to modify, publish, end, and audit alerts from a central location.
situation map
Provides geo-data associated with events, people, and shapes that can be share with various
members of organizations. The objects on the Map can be shared with mobile devices. Formerly
known as SSA Map.
System Setup
The system-level node from which the Enterprise is created managed. The top level in the
Enterprise system, under which the Enterprise organization and the member organization exist.
targeting
The process of selecting alert recipients. Depending on your account configuration, you can target
users based on user attributes, group and/or organization memberships, physical locations, or
mass communication devices.
user attributes
Attributes that are used to store, organize and query information about individual end users. Used
to populate distribution lists and as query and reporting criteria.
user base
A subset of users that an operator can access. An operator can target alerts only to users included
in his/her user base. In a similar way, the Users list displays only users who are included in the
operator’s user base. Each publisher can have a unique user base. The user base is specific to
each organization or Enterprise.
virtual system
See "organization".
VPS
Virtual Private System. See "organization."
Watchdog
A software package that assists the IIM Agent and verifies that all components are in working
order. Watchdog can reboot the IIM machine if something goes wrong.
M
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