Untitled - e-StatePortal

Untitled - e-StatePortal
e-State™ User Manual- for Owners & Residents
Purpose:
The purpose of this manual is to provide the e-State™ user with sufficient information to
understand the basic connections of the e-State™ Home Owners Installation
and operation of the Services provided by the ATEC e-State™ system.
Effective Date: 1 March 2012
Version 4.0
The latest electronic copy of this manual
can be obtained from your estate website.
Copyright  ATEC Systems & Technologies (Pty) Ltd. e-State™, e-StatePortal™ and e-Secure ™ are all trademarks of ATEC
Systems and Technologies. All rights reserved.
Table of Contents
CHAPTER 1 – SYSTEM OVERVIEW .................................................................................. 4
CHAPTER 2 - SERVICES FOR NEW USER ......................................................................... 7
CHAPTER 3 - HOW TO SETUP YOUR ESTATE E-MAIL ADDRESS ....................................... 14
CHAPTER 4 – HOW TO SETUP YOUR DSTV DECODER .................................................... 21
CHAPTER 5 - MANAGE YOUR ACCOUNT ...................................................................... 25
CHAPTER 6 - USING E-STATETM SERVICES ...................................................................... 31
CHAPTER 7 - USING THE E-STATEPORTALTM .................................................................. 39
CHAPTER 8 - SUPPORT ................................................................................................. 44
CHAPTER 9 - SERVICE CANCELLATION........................................................................... 46
S Y S T E M
O V E R V I E W
Chapter
1
System Overview
This Chapter gives an overview of the e-State™ system
installed at your estate.
A
n e-State network differs from traditional telecommunications networks in the
sense that the section of the network that runs from the bulk connection into the
home is owned by the home owner or Home Owner Association and not the
telecommunications service provider. This section of the network is often referred
to as “The Last Mile Network”. The mentioned ownership model will give you the flexibility
needed to ensure the availability of additional services, at competitive prices, delivered at
higher service levels.
As an e-State™ user all services are activated and managed from a central point: the eStatePortal™. Apart from handling the subscription and maintenance of your account, you
can also view all estate related information, subscribe to additional services and many
more. This manual will cover all the basic information you will need to know when moving
in, moving out, or staying in an e-State™ estate.
General Network Overview
A general view of an estate of sectional title complex Network.
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Estate Connectivity
The above diagram is a typical layout of an ATEC e-State™ network. An e-State™ network
is a state-of-the-art telecommunications network which has been installed as part of the
developments’ infrastructure. This means that this network is an estate/complex asset.
The network has an Internet controller server and PABX that acts as a gateway for all
Internet and Telephone -related services. ATEC Install a Copper or Fibre Optic backbone as
the main supply for services in the Estate. This Network ring is carefully designed to ensure
maximum throughput levels to enable owners to enjoy bandwidth intensive applications
such as Video on Demand, now and in the future.
Street Kiosks or Fibre dome joints are placed on strategic points around the estate. The
kiosk or Dome Joints serves as termination points for services offered in the estate - be it
internet, telephony or internet television.
Your HOA or Body Corporate owns what is typically called the last mile network. ATEC
acts as a Service Provider on your network in order to ensure that you can enjoy the
benefits of such ownership by having additional services and best service levels on a
secured and monitored network.
In terms of network security, a first level firewall on our internet service server will provide
protection against general internet security threats. User PC’s are all on private networks
and therefore PC’s are not visible on the internal or external network except if specific
permission is given to an ATEC technician for support purposes and then only for that
session. This means that you cannot connect to your neighbours PC or see any shared data
on other computers in the estate.
The termination into a residential home is via the Modem / Tilgin Residential Gateway.
This device also controls the centralised user logon for internet services and provides
telephone and fax connections. It also functions as a second level firewall to ensure user
safety from within the estate. Please note that anti-virus software is still required by the
resident, the Modem / Tilgin only acts as a firewall device and not an anti-virus protection
package. It is therefore advised that you still purchase such a package via the ATEC Call
Centre or via your local computer shop. A free trial of an ATEC supported Anti-Virus
Package is supplied on your welcome Pack DVD, please install it immediately on all your
home PC’s.
The Modem / Tilgin are the interface with ATEC and the residential home. ATEC remotely
monitors these devices to ensure maximum uptime of a network. Should network failure
occur, a site technician would be tasked automatically by the ATEC Call Centre to
investigate and repair any network or connectivity problems.
Even though remote monitoring might sound invasive, the monitoring is built on the
following principles:
o
ATEC handles every user on the estate with utmost confidentiality.
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S Y S T E M
O V E R V I E W
o
ATEC does not have the ability to view user’s browsing history or any personal
information related to telephone calls, email or browsing.
o
ATEC only monitors network usage (Megabytes of data) for billing and support
purposes.
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A C T I V A T I O N
Chapter
2
Services Activation for New
User
This Chapter will inform you of the hardware you should
have, how it should be connected and how to activate your
account if this has not yet been done.
I
n order to gain access to all the services on your e-State™, there is certain hardware you
require and installations that needs to take place, prior to the activation of services. This
chapter deals with the installation of the network into your home, what the required
hardware is, as well as the procedures related to registering and activating this hardware
to make use of the services.
Who do I contact to install the hardware in my home?
Before moving into your home, you need to notify ATEC of an installation date to ensure
that your home is connected to the core network on the estate.
This notification needs to be done via ATEC Call Centre 0861 12 ATEC, 0861 12 2832 or via
the estate HOA website. During this process, you will be asked for the following details:
Your new home’s address
Your desired installation date
Contact details for the person requesting installation
Billing details for the Cost of Installation
Once the connection forms have received and the connection fee is paid for via the eStatePortal™, your home will be ready to have the services activated. For services
activation process, please see information below.
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What hardware should I have?
Compulsory hardware
When moving into the estate as a new resident, you will need the following hardware:
Wireless Modem / Tilgin Home Gateway
MultiChoice decoder for IP TV
Velobex will supply this hardware as part of the Network Installation Costs. If you
moved into the home or building where the network was installed previously but
equipment was removed by the previous owner, you will have to purchase this
equipment from ATEC, via the e-StatePortal™. A call to the ATEC Call Centre will
provide you with an e-StatePortalTM login and username.
Modem / Tilgin Standard Gateway
These devices should be in the house in order for network connectivity to be established.
The telephone is the standard handset device that ATEC provides to new residents when
their connection is set. The telephone also acts as an extension on the estate PBX, which
enables you to make free calls on the estate.
MISSING EQUIPMENT?
Please contact ATEC immediately if you are missing any of the mentioned
equipment. The ATEC Call Centre nr is 086122832
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Are you a DSTV subscriber?
Required hardware
DSTV reception is supplied by a communal dish. When moving into the estate as a new
resident, you will need the following hardware to be able to view MultiChoice DSTV
Bouquets.
DSTV MultiChoice HD/PVR 2P Decoder (No other decoder will be supported
at The Houghton Apartments)
If you are not currently a subscriber with DSTV MultiChoice, you can subscribe to
MultiChoice DSTV Service to be able to view DSTV Bouquets. Please contact ATEC Call
Centre for more information.
How should my hardware be connected?
The Wireless Modem / Tilgin Home Gateway
The Wireless Modem / Tilgin Home Gateways are colour code at the back of the device to
show how the hardware must be connected. If you are having difficulty, a service
technician will be available to assist with the installation process. For your own
information, please study the following pictures clearly in order to ensure correct setup
procedures should you need to unplug your Modem / Tilgin Home Gateway for any reason
( such as severe lightning or power surges).
The following pictures provide the necessary detail:
Wireless Home Gateway
You require a pre- programmed security key to access the router wirelessly from multiple
laptops or computers.
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A C T I V A T I O N
Yellow Ethernet (CAT 5e) cable
This cable is used for Local Access (i.e. in your home) applications.
This is used when you want to connect your pc, printer or
peripheral device directly to the Modem / Tilgin. The ports are
colour coded. Any device that is plugged into any of these ports
will be able to access the internet via the user account programmed into the Modem /
Tilgin or share data amongst themselves.
Green Telephone Cable
The green Telephone cable is used to connect the primary
analogue telephone to the Modem / Tilgin Home Gateway. This
port works in exactly the same way as a normal Telkom
telephone port. The ports are also clearly marked. You can
replace the standard ATEC analogue phone with another fixed or
cordless phone by unplugging the existing phone and re-plugging
the new phone into the same port.
Grey Ethernet (CAT 5e) Cable
The Grey CAT 5e WAN cable is your connection to the e-State™ network.
This can either be from a wireless access point, an Optical network unit
(ONU) installed inside the house or an ONU installed in a street kiosk
outside the house. The ports on the Modem / Tilgin Home Gateway are
clearly marked. This should be on the far right nearest to the reset button.
Black power adaptor
The power adaptor should be plugged into a conventional power
outlet and into the Modem / Tilgin in order to receive services on
the estate. It is recommended that it be plugged into a sturdy
multi-plug, in order to ensure a constant power feed to the
Modem / Tilgin. As the Modem / Tilgin require electricity to be
able to make telephone calls and internet connection, it is advisable to install a small
Uninterruptable Power Supply (UPS). Please consult the Shopping section of the eStatePortal™ or your estate technician to view recommended UPS systems.
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A C T I V A T I O N
Wireless Interface
Please contact ATEC concerning correctly setting up your wireless
device to communicate with the Modem / Tilgin.
What do the lights on Wirelless Modem / Tilgin Home Gateway
mean?
The following tables provide an explanation of the meaning of the different lights and light
combinations on your Modem / Tilgin Standard Home Gateway or your Modem / Tilgin
Wireless Home Gateway
Light indications: Modem / Tilgin Standard Home Gateway
LED
Solid Green
Blinking Green
Power
Device is on
No power, please check power
connection
Status
Successful connection with
ATEC Management server
No Connection with ATEC
Management Server. Please
note this will not affect
browsing
and
telephone
services and refers to the
server used by ATEC to manage
Modem / Tilgin Software
configurations and updates.
WAN
N/A
Successful connection onto the
estate network
LAN
N/A
Successful connection with
external peripheral devices
inside the home
VoIP1
Telephone is registered with
Estate PBX Telephone Server
No successful
(slow blinking)
registration.
You have voice mail (fast
blinking) Note: see section on
voice mail to retrieve or clear
message
Phone1
Phone is on hook
Incoming call
VoIP2
Only applicable for additional
Indications similar to VoIP 1
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A C T I V A T I O N
Telephone or Fax line.
Indications similar to VoIP 1
Light Indications: Modem / Tilgin Wireless Home Gateway
The only additional interface on the wireless Modem / Tilgin Wireless Gateway is the
wireless interface. You will be issued with a random, unique and pre- programmed security
key to access the router wirelessly. This key is viewable via your e-StatePortal™ profile.
LED
Signalling
Indication
Power
Off
No power
Red Flash
No Connection with ATEC
Management Server. Please
note this will not affect
browsing
and
telephone
services and refers to the server
used by ATEC to manage
Modem / Tilgin Software
configurations and updates.
Red
No connection. External bulk
connection to the Internet may
be interrupted. Should this
indication remain unchanged
for more than 1/2 hour and you
have not received an SMS from
the ATEC Call Centre to explain
the loss of internet connectivity.
Please contact ATEC support.
Green
Successful
internet
Off
Disabled
Green
Enabled
Solid Green
Telephone is registered with
Estate PBX Telephone Server.
Internet
WLAN
Phone 1 and 2
Flashing green
12
connection
to
You have Voice Mail (see
section on voice mail to retrieve
or clear message)
S E R V I C E S
Ethernet Connectors
A C T I V A T I O N
Green Flashing
Link with estate network and
external peripheral devices
WAN ,LAN
How do I activate my account?
All services are managed via the e-StatePortal™. In order to activate your services you
need to activate your e-State™ account. To activate your e-State™ account you need to
follow these steps:
Register a username and password for the estate portal. (See section on
eStatePortal™ registration). Your onsite technician can also assist.
Log onto the e-StatePortal™ using your username and password.
Click on the ‘My Services’ menu.
Click on the ‘Manage Services’ sub menu.
This will display the type of service you want to apply for.
Click on the ‘Optional Services’.
This will display all the services you are subscribed to.
Click on the ‘Add Services’ top menu.
The ‘Service Provider’ screen will open.
Select ‘ATEC’ by clicking on one of the options provided.
Click the ‘Continue’ button to continue.
The Payment page will be displayed with the information describing each
payment method.
Debit Order
Electronic Funds Transfer (EFT) / Direct Deposit
Credit Card
Proceed with choosing a payment method for your services.
Once ATEC has received your Supporting FICA documents (Copy of ID, Proof
of Address) for your application, your account will be activated.
Log onto the e-StatePortal™
See the ‘Using the e-StatePortal™’ Chapter of this manual if you do
not know how to log onto the portal.
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E - M A I L
S E T U P
Chapter
3
How to setup your estate e-Mail
Address
This Chapter will inform you of the configuration changes
you need to perform to be able to access your estate e-mail
account.
T
his chapter deals with the setting up and configuration of your e-mail application to be
able to send and receive e-mails from your estate e-mail address.
MS Outlook Mail Configuration Settings:
Changing your email settings to retrieve mail from your estate mail address is not
complicated.
Please follow the on screen captures that will guide you through this process.
3.1. Please open MS Outlook, click on Tools and select Account Settings as
indicated in picture below.
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S E T U P
3.2. The next screen you will see will be the Account settings dialog box, please
select your ATEC hosted email address and click on change as shown picture
below
3.3. Next you will see the specific account settings, please change your incoming
and outgoing mail server settings. (see Figure 3 on the next page)
From: pop.thehoughton.co.za
You also need to change your outgoing mail server settings (SMTP)
From: smtp.thehoughton.co.za
3.4. The last settings that is required is the ports specifications settings, please
click on More Settings at the bottom right as shown in picture below.
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S E T U P
3.5. Please click on the Advanced tab on the far right
3.6. Please change the port on Incoming server (POP3) to 110
3.7. And tick the box “This sever requires an encrypted connection (SSL)”
3.8. Please change the port on the Outgoing server (SMTP) to 25
3.9. Please select TLS from the drop box for the type of encrypted connection.
3.10. Click on OK and close the previous window by clicking Next >
You have now successfully completed your mail configuration settings. If the
process has been followed correctly, you will now be capable of receiving
your mail via your Estate e-Mail.
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S E T U P
Configuring your estate e-mail on the Apple Mail client:
Please note that if you are adding your Estate e-mail address to Apple Mail
4.0 for the first time with automatic configuration, your mail will be
configured for IMAP access.
In order to configure POP account for the first time, please follow these steps
carefully:
3.1.
3.2.
3.3.
3.4.
Enable POP. Do not forget to click Save Changes when you are done.
Open your Apple Mail client
Fill in the ‘Welcome to Mail’ window with the following information:
Click Continue
Full Name: [your name]
Email Address: your full email address [[email protected](estate
name).co.za
Password: your Estate e-mail password
Important: Hold the option button down until ‘Create’ turns
into ‘Continue’
3.5. Click Continue
3.6. Fill in the following Incoming Mail Server information:
Account Type: Select POP
Incoming Mail Server: Change this to[pop.estate name.co.za]
User Name: your full email address [[email protected] e-mail.co.za]
Password: your Estate e-mail password
Important: Hold the option button down until ‘Create’ turns
into ‘Continue’
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S E T U P
3.7. Click Continue
3.8. Incoming Mail Security
Use Secure Sockets Layer (SSL): selected
Authentication: Password
Important: Hold the option button down until ‘Create’ turns
into ‘Continue’
3.9. Click Continue
3.10. Enter the following Outgoing Mail Server information:
You can leave description blank - this field is optional
Outgoing Mail Server:[smtp.estate name.co.za]
Use Authentication: selected
User Name: your full Estate e-mail address [[email protected]
name.co.za
Password: your Estate e-mail password
Important: Hold the option button down until ‘Create’ turns
into ‘Continue’
3.11. Click Continue
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3.12. Outgoing Mail Security
Use Secure Sockets Layer (SSL): selected
Authentication: Password
Important: Hold the option button down until ‘Create’ turns
into ‘Continue’
3.13. Click Continue
3.14. Review your Account Summary and uncheck Take account online as you
will need to adjust your incoming port number.
3.15. Click Create
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3.16. Once your client opens, you will need to change your incoming port
number to 110.
3.17. To edit your incoming port number, please click Mail>Preferences... >
Accounts tab > Advanced. Important: Your port number must be 110.
3.18. After you’ve updated your port number, you can take your accounts
online and download new messages by clicking Mailbox > Get All New Mail
3.19. If you have already configured Apple Mail 4 for POP and are trying to add
an additional email, please start by following these steps
Click Mail > Preferences....
On the Accounts tab, click the + button to add a new account.
You will then need to repeat the steps above.
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D S T V
D E C O D E R
Chapter
4
How to setup your DSTV Decoder
This Chapter will inform you of the configuration changes
you need to perform to be able to access your estate e-mail
account.
T
he DSTV reception is supplied by communal dish on your estate. The frequencies pre-
set on the satellite decoder will differ from a normal house installation. You will be able to
view all DSTV Bouquets by following the steps below to setup all frequencies required for
the communal dish.
.
IMPORTANT (PVR / HD Decoders)
The following settings will ONLY apply to HD/PVR 2P decoders.
Press MENU on the remote.
Step 1: Go to 6 - Advanced Options
Press Ok to confirm
Step 2: Go to 1 – Dish Installation
Press OK to confirm
Step 3: Security Check
Enter the following PIN Code: 9949
Step 4: Network 2 DSTV Pas 7 (NB: Do not change Home network settings)
Press OK
Step 5: Change all values displayed on your screen to exactly the same values as shown
below.
To change any of the setups in this process, move the yellow bar by using the UP/DOWN
arrow keys on your remote.
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D E C O D E R
Press OK – ½ the line will change colour. Use left and / or right arrow to delete or to
modify.
Press OK – The line will change back to yellow.
1 Satellite Name:
PAS 7/10
2 LNB Power is:
On
3 LNB Mode:
Dual Frequency
4 LNB Lo Frequency:
9750
5 LNB Hi Frequency:
10700
6 Frequency:
11210
7 Symbol Rate:
30000
8 FEC:
5/6
9 Polarisation:
Vertical
10 Use NIT:
SMATV
12 Accept all displayed values and leave screen
Press OK
Step 6: Network 3
DSTV Pas 7
*Use right arrow to find DSTV PAS 7
Press OK
Step 7: Change all values displayed on your screen to exactly the same values as shown
below.
1 Satellite Name:
PAS 7/10
2 LNB Power is:
On
3 LNB Mode:
Dual Frequency
4 LNB Lo Frequency:
9750
5 LNB Hi Frequency:
10700
6 Frequency:
11250
7 Symbol Rate:
30000
8 FEC:
5/6
9 Polarisation:
Vertical
10 Use NIT:
SMATV
12 Accept all displayed values and leave screen
Press OK
Step 8: Network 4
DSTV Pas 7
*Use right arrow to find DSTV PAS 7
Press OK
Step 9: Change all values displayed on your screen to exactly the same values as shown
below.
1 Satellite Name:
PAS 7/10
2 LNB Power is:
On
3 LNB Mode:
Dual Frequency
4 LNB Lo Frequency:
9750
5 LNB Hi Frequency:
10700
6 Frequency:
11290
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S E T U P
7
8
9
10
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D S T V
D E C O D E R
Symbol Rate:
FEC:
Polarisation:
Use NIT:
Accept all displayed values and leave screen
Step 10: Network 5
30000
5/6
Vertical
SMATV
Press OK
DSTV Pas 7
*Use right arrow to find DSTV PAS 7
Press OK
Step 11: Change all values displayed on your screen to exactly the same values as shown
below.
1 Satellite Name:
PAS 7/10
2 LNB Power is:
On
3 LNB Mode:
Dual Frequency
4 LNB Lo Frequency:
9750
5 LNB Hi Frequency:
10700
6 Frequency:
11330
7 Symbol Rate:
30000
8 FEC:
5/6
9 Polarisation:
Vertical
10 Use NIT:
SMATV
12 Accept all displayed values and leave screen
Press OK
Step 12: Network 6
DSTV Pas 7
*Use right arrow to find DSTV PAS 7
Press OK
Step 13: Change all values displayed on your screen to exactly the same values as shown
below.
1 Satellite Name:
PAS 7/10
2 LNB Power is:
On
3 LNB Mode:
Dual Frequency
4 LNB Lo Frequency:
9750
5 LNB Hi Frequency:
10700
6 Frequency:
11370
7 Symbol Rate:
30000
8 FEC:
5/6
9 Polarisation:
Vertical
10 Use NIT:
SMATV
12 Accept all displayed values and leave screen
Press OK
Step 14: Network 7
DSTV Pas 7
*Use right arrow to find DSTV PAS 7
Press OK
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D E C O D E R
Step 15: Change all values displayed on your screen to exactly the same values as shown
below.
1 Satellite Name:
PAS 7/10
2 LNB Power is:
On
3 LNB Mode:
Dual Frequency
4 LNB Lo Frequency:
9750
5 LNB Hi Frequency:
10700
6 Frequency:
11410
7 Symbol Rate:
30000
8 FEC:
5/6
9 Polarisation:
Vertical
10 Use NIT:
SMATV
12 Accept all displayed values and leave screen
Press OK
Step 16: Scan all Networks
Press OK
Your decoder will start to rescan all networks whereby all DSTV channels will be available
for viewing. Please contact ATEC if you experience any difficulties.
Contact ATEC
See the ‘Support’ chapter of this manual for all the contact details
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Chapter
5
Manage your Account
This chapter will help you to manage and use your account.
In order to avoid unexpected high services usage accounts, we
recommend that you monitor and manage your account regularly. As
part of the e-StatePortal™ functionality, you are able to monitor the
amount of Internet bandwidth you use and the balance of your
Telephone account.
Internet Bandwidth Usage monitoring
Your account is monitored according to the amount of Megabytes (MB) of internet you
use from the 1st day of the month. As you use more and more of your allocated usage
package, the e-StatePortal™ shall reflect this usage percentage as well as communicate
such usage percentage via SMS at pre-determined levels (please see the standard terms
and conditions). It is your responsibility to ensure that you act promptly should you see an
unexpected high usage of bandwidth, which could be due to:
Software programs such as Torrent and other Pier-to-Pier software used to
automatically share data, music and video files with other internet users without
your permission ( this typically manifests itself with high upload and downloads)
Unmonitored downloads by visitors and / or children (take note that any device
connected to your Modem / Tilgin Home Gateway can use your Internet account.
Therefore, a child or visitor with a laptop computer, Play station or Smartphone
can use your account by plugging into a LAN connection or connecting to your
wireless connection should you provide him/her with the security key. You are
responsible for managing access to visitors / children
Virus or SPAM programs enter your PC or other devices via various methods and
can only be managed by having an up to date Anti-Virus and anti-SPAM
programme installed on ALL your PC’s connected to your Modem / Tilgin Home
Gateway. Be specifically careful of connecting strange computers or Memory
Sticks to your network, or downloading free software if you do not have updated
Virus or SPAM protection
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What happens if I reach my usage limit?
Once a user’s total Internet Limit “Cap” has been reached, the user will be moved into the
available “Soft Cap Services” account where certain services will be available for
emergencies. Please see the standard terms and conditions for more detailed information.
Soft Cap Service
That is when you exceed your allocated or purchased amount of
bandwidth/internet usage per month
The user can then purchase additional bandwidth by:
Logging onto the e-StatePortal™ (www.estateportal.co.za) and purchasing more
internet bandwidth (TOP UP) – Only applicable to the current month
Logging onto the e-StatePortal™ (www.estateportal.co.za) and upgrading to a
higher internet package (UPGRADE) – Applicable immediately for future months
until downgraded
Upgraded Internet is more cost effective per MB than a once-off TOP UP
Note that due to capping speed reduction you may have to be quite patient in
accessing secure websites such as Banks or the e-StatePortal™
Should you have problems please contact ATEC during business hours to assist you in
processing any of the two options:
Contacting ATEC Call Centre on 0861122832
Sending an email to [email protected]
SMS the word “Support” to 34590 with an brief description of your query
LOGIN onto the e-StatePortal™
Please see the ‘Using the e-StatePortal™’ chapter of this manual for
purchasing bandwidth via the e-StatePortal™.
Once the transaction has been authorized the user (you) will be placed back into the
allowed list of usage and browsing will continue as normal.
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PLEASE NOTE:
Please note that usages will still reflect as percentage on total cap
when additional bandwidth has been purchased. This means that if
you have used your full cap i.e. on a 1 GB limit, when you buy an
additional cap of 2 GB your usage will reflect as 33,3% due to the fact
that you then have used 1 GB of 3 GB. All usage information is
viewable on the e-StatePortal™ given you have access to the e-State
Portal™ (See ‘Using the e-StatePortal™’ chapter of this manual).
Telephone Usage
How do I manage my various telephone services (external calls)?
As part of your development, you have been pre-issued with an external Telkom/Neotel
telephone number, provided to you via a bulk line and PABX to your estate. Usage of this
service is however optional. The following section will explain how to activate and manage
the various telephone services.
You will need to log into the e-StatePortal™ using your username and password. If the
provided username and password is correct, the system will display a welcome page.
To activate your telephone you will need to follow these steps:
Go to “My Services” menu and click “Manage Services” submenu.
o
The Manage Services page will be displayed
Click on the “Add More Services” link at the top of the “Manage Services”
page.
o
The “Service Provider” page will appear with the service provider
types you can choose from.
Choose ATEC as your Service Provider.
o
The “Service Provider” services page is displayed
Choose “Estate Telephone”
o
The telephone options will be displayed
Choose the options that you require.
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A message will display the various options. If you do not require a
specific option, please uncheck the specific decision box
Click on the “Continue” button to proceed to the next level.
o
The System will display the “Payment Options” page where you will
be required to choose from “Debit Order, Credit Card and Electronic
Funds Transfer” options.
The Debit Order Option
If you select this option, the system will display “Bank Detail” page where
you will be required to enter your Bank Details, read and accept the
Terms and Conditions and click the “Submit” button to submit the
information. The system will create a debit order form with terms and
conditions that you will be required to download, sign and fax it to the
ATEC Call Centre
Credit Card Option
If you select this option, the system will display the Credit Card page with
the credit card information; explaining how to pay your account by using
this option. You will be required to accept Administration fee, read and
accept Terms and Conditions and click the “Submit” button to submit the
information.
Electronic Funds Transfer
If you select this option, the system will display the Electronic Funds
Transfer page with the EFT information explaining how to pay using this
option. You will be required to accept Administration fee, read and
accept Terms and Conditions and click the “Submit” button to submit the
information.
How to view your telephone usage?
You can only view your detail account if you have selected the Detail Billing option as part
of your telephone services. To view your telephone account, you will be required to follow
these steps:
Log into e-StatePortal™, using your username and password. If you provide the
correct username and password, the system will display a welcome page.
Click on “My Accounts” menu and click “View Accounts Service” submenu. The
view accounts page will be displayed.
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Click on the “View Services” action next to the telephone service. The system will
display the “Monthly Telephone Bill” page with your monthly telephone summary
usage information.
To view the itemised billing, you will be required to click on the “Itemised Billing
Report” link at the top of the pop up page. The Itemised-billing page will display,
providing you with the various weeks you can choose from. You will be required
to select the week you want to view from the dropdown list.
Note: e-StatePortal™ is using the internationally accepted ISO standard to display weekly
and monthly telephone usage reports. You have to be subscribed to the Detail Billing
service to be able to receive these reports
Telephone Billing
You will be billed on a monthly basis for your telephone usage and line rental. Line rental
are payable in advance. On the third of each month, ATEC will e-mail you your telephone
account. As explained above, there are various options available to you, to pay your
account each month.
Note: All debit orders will be processed by MyGate, an independent FNB-approved
payment gateway, on the 5th of each month depending on weekends and public holidays.
How Do I Pay ATEC and for what?
e-State™ Lite Services.
As an owner/resident on an ATEC e-State™ you are in the privileged position where your
developer or HOA has implemented an e-State™ private telecommunications network. As
part of this network, you receive the following:
A guaranteed Internet connection
1 email address per Apartment/House
2 GB of free internet
Guaranteed availability of a Telephone / Fax line
Free telephonic and on-site support
Use of the e-StatePortal™ estate management system
These services are all included into your normal levy and requires no additional payments
Additional e-State™ Services.
The following additional services can be activated by logging into the estate portal
Update to higher usage Internet Packages
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Activate a telephone/fax line
Apply for Fax to Mail account or additional email addresses
Subscribe to new generation services such as Video on demand
Payment is required for all the Additional services. Payment can be made via Debit Order
at no admin charge or via EFT / Direct Deposit or Credit card at an additional
administration fee.
Why does ATEC charge an Admin Fee?
ATEC charges an admin fee on all non-debit order payments, as debit orders requires a
significantly less administrative effort. Whilst we understand that not everyone prefers to
pay via the debit order method, we also wish to pass the saving of lower administrative
effort on to our clients who use the debit order system.
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Chapter
6
Using e-State™ Services
This chapter will help you use all the services in an eState™.
A
S a resident of an e-State™, you are able to browse the internet, send and receive
e-mails, make internal - and external phone calls and remote data backup
services. In an e-State™, we focus on making these services easy to use and when
things do go wrong we make support services easy to access. Let us look at the eState™ Services:
Internet
In terms of the specific network architecture: The network has an Internet controller
server that acts as a gateway for all internet-related services. All requests, from customer
logins that are generated by the accounts on the Modem / Tilgin residential gateway
configured in your home, are authenticated by a centralised Radius server that ATEC owns,
maintains and manages. Once the connection has been authorized, access is granted to
the internet and all internet usage is monitored.
RADIUS
Radius stands for Remote authentication Dial-Up Service.
Is my internet connection secure?
All internet traffic is allowed. ATEC does not have the ability to view user’s browsing
history or any personal information. ATEC only monitors internet usage for billing
purposes.
There is a first level firewall on our internet service server that blocks non-specific
application ports. Basic internet usage ports are all open, which will allow for services such
as Mail, FTP, etc. Ports providing for Torrent Download services are blocked as it leads to
abuse and unexpected high accounts. Should you have a problem accessing a specific
service, please contact the ATEC Call Centre.
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The Modem / Tilgin Residential Gateway also have a firewall feature that protects all
equipment plugged into it from possible threats. User PCs are all on private networks so
PC’s are not visible on the internal or external network interfaces.
Parental control
ATEC does not screen any incoming or outgoing data from and to the internet or provide
any additional parental control or antivirus services. Should you wish to implement
parental control; please do so via your internet browser.
Anti-virus
Antivirus packages such as NOD 32 can be purchased from ATEC to use on your personal
computer or notebook. – Please contact the ATEC Call Centre if you want to buy an
antivirus package or install the free trial version that is included in your Welcome pack.
Contact ATEC
See the ‘Support’ chapter of this manual for all the contact details.
Is my Estate Mailbox Secure against spam?
All estate related mailboxes are spam filtered. This means that junk mail will be limited by
means of an anti-spam service that eliminates junk email prior to the delivery into your
mailbox. At close of business each day, you will receive an email from the spam filter
service and a list of blocked emails will be shown. You then have the ability of allowing the
delivery of a mail should you require to do so.
Can multiple users use my internet account?
You can allow for access to more than one device/PC in your home, by linking such device
to the Modem / Tilgin Home Gateway or Modem / Tilgin Wireless Home Gateway.
Multiple access logon with your account is not possible. One account is assigned to a stand
or house, which is linked to the person responsible for the account. ATEC monitors this
closely and usage from the account is only accepted by the allocated Modem / Tilgin
Home Gateway physically connected to the Estate network
Telephone / Intercom
The estate owns its own Public Exchange System (PBX), which is managed by ATEC. This
server provides an estate with telephone services. Numbers are allocated to residents as
they move into their homes. A number is fixed per stand and cannot be moved. All calls
made on the Estate are free of charge. This is because the network and server on the local
Estate network is privately owned, allowing free internal calls. The server is connected to a
bulk PSTN service, which gives you the same telephone and faxing experience as you
would have had on an old Telkom line. This interface links directly in with a Telkom or
Neotel infrastructure.
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A telephone number allocated to your home can be issued as soon as your plot/stand has
been purchased. This means that you will know what your residential telephone number
will be prior to moving in to your new home and can start changing numbers before you
move in. ATEC can even activate your number and forward it to your cell phone before you
move in (please contact ATEC Support should you be interested in this service.)
All external calls that are made external to the Estate are billable and at similar rates as to
what Telkom or Neotel charges. The telephony server offers an array of features that can
be useful. These include services such as:
Voicemail
Call forwarding
Voicemail to email
Call Forwarding
ATEC can offer services like call forwarding from the telephone number to a number of
your choice. This will allow you to enable people to use your new residential telephone
number as if you have already moved into the premises.
If you are already residing in your new home, you have the option of forwarding your
home number to your i.e. cell phone after a predetermined number of rings. This is helpful
when security needs to contact you should you not be home or not hear your phone.
Please note that call forwarding is a chargeable service and the owner will carry all
forwarding cost. An owner that has opted not to have a phone account, but would still like
to have his intercom calls forwarded could subscribe to this service on the e-State Portal. A
small monthly billing fee is charged.
HOW TO USE “UNCONDITIONAL” CALL FORWARDING:
Dial *72 from your handset in order to activate call forwarding.
Dial *73 to change / deactivate your forwarding number.
As you will be charged for each call that is forwarded, please ensure that you deactivate call forwarding as soon as it is not necessary
HOW TO USE “NO ANSWER” CALL FORWARDING
Your telephone service is set up to automatically forward your Intercom and External calls
to your Cell Phone should a call not be answered within 20 seconds. Should you not have
a cell phone or do not want your number to be forwarded, please request your onsite
technician to deactivate this service on the PABX.
Reactivation at a later stage will incur a service charge.
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CALL FORWARDING BEFORE OCCUPATION
If you are not yet living on the estate, please contact ATEC on 0861122832 or to
[email protected] with the necessary number you want to forward your Estate calls to,
and we will configure it for you at no cost.
Voicemail
NB: Please note that voicemail is only available if call forwarding (above) has not
been selected.
You have been issued with a voice mailbox when your residential telephone
number was created. Please note that Voicemail is only an option when you are not
using any of the call forwarding options. The voice mailbox is completely
customisable and easy to setup by listening to the voice prompts.
The Modem / Tilgin Home Gateway currently deployed in the Estate can be the
Modem / Tilgin Standard Home Gateway or the Modem / Tilgin Wireless Home
Gateway. These two devices have different ways in showing voicemail to the
customer.
Notification of Voicemail
The different ways of notification for voicemail are as follows:
Modem / Tilgin Standard Home Gateway
o This device will indicate voicemail with ring intervals every 10
minutes.
o
When a voicemail has been activated the telephone rings once
every 10 minutes. This indicates to the user that there are
unheard messages, which need to be listened to. After successful
retrieval of the message, the telephone will stop ringing.
Modem / Tilgin Wireless Home Gateway
o This Modem / Tilgin has LED (Lights) in the front clearly marked
as phone 1. When a voicemail is left on the phone 1, LED will
blink with 1 second intervals, and ring once every 10 minutes.
o
This will notify the user that there are unheard messages on the
active extension, which needs to be listened to. After successful
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retrieval of the voice messages the LED light will burn solid green
again and the phone will stop ringing every 10 minutes
Retrieving voicemail
•
•
In order to retrieve your voicemail Dial *500 from your handset and follow
the voice prompts to retrieve Voicemail or to configure your voice mailbox
settings.
The PBX will issue voice prompts that will clearly indicate how to retrieve
voicemail and customise the answering service.
Voicemail 2 e-mail
The PBX also allows for voicemail e-mail. This service enables you to receive your
residential voicemail as a sound file attachment in your e-mail mailbox. Whenever a
message is left on your residential voice mailbox, an e-mail will be sent to a
preconfigured e-mail address, which you need to specify. This message can then be
listened to on a conventional desktop or notebook pc with speakers.
Please contact ATEC on 0861122839 or [email protected] to activate this service.
Additional telephone lines.
The Modem / Tilgin Residential Gateway has the ability to manage two telephone
lines. Secondary telephone lines can be ordered if lines are available. Please note that
number portability is not possible on an e-State™ infrastructure and all primary
residential telephone lines are fixed to a stand or unit.
Fax
The network can facilitate two types of faxing: Fax-2-Mail and traditional analogue faxing.
FAX-2-MAIL
What is a Fax-2- Mail account?
The service entails that a unique 086 nr is created on the resident behalf by linking the
preferred email account to this unique nr. Any person who wishes to send a fax can use
the allocated 086 nr as assigned to you and the fax will reach your inbox as an email. This
service allows residents to receive faxes on their Estate email addresses. This is very
helpful especially when you do not have a standard analogue fax machine. You will be
provided with a 086XXXXXXX number that will be your fax number and all faxes are
delivered to your email address. There is a small monthly service fee for using this service
but there are no costs involved to you for receiving a fax. Please contact ATEC on 0861 12
2832 in order for us to assist you with the creation of your Fax-2-Mail account.
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Using your analogue fax machine
The Modem / Tilgin range of residential gateways supports standard analogue fax
machines.
This means that you can plug your conventional fax machine into the allocated port on the
Modem / Tilgin, which will entitle you to send and receive faxes as if you were connected
to a conventional telephone line. The Modem / Tilgin home gateway supports up to two
telephone numbers which in turn makes it possible for you to have a normal telephone
line for voice communication as well as an additional line for a business or residential fax
line.
E-mail
Apply for E-mail (New User)
To apply for an e-mail address, contact the ATEC Call Centre via email / telephone; log a
call with your onsite technician (where applicable).
On the new user application form, you can also provide us with the email address you
would like at your estate, which will be provided if not already issued
Note: Your first ATEC hosted e-mail address will be free but you will be required to pay for
any additional ATEC hosted e-mail addresses.
Apply for Additional E-mail (e-State Portal registered User)
After ATEC has processed and approved your e-StatePortal™.
To apply for additional e-mail addresses you can follow these steps:
Log into the e-StatePortal™
Go to the “My Services” menu
Click on the “Manage Services”
o
The Manage Services page will be displayed.
Click on the “Add More Services” link at the top of “Manage Services” page.
o
The “Service Provider” page, with the service provider types you can
choose from, will display.
Choose ATEC as your Service Provider.
o
The services that ATEC provides will be displayed.
Click on the “Estate additional E-mail” option.
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The Estate’s additional e-mail address page will display with the
information explaining how the Estate’s additional e-mail addresses work
and provide you with an ‘preferable e-mail’ text box where you can
capture the email address you would prefer.
After completing the preferable e-mail address, click on the “Continue” button to
proceed.
o
The system will display the “payment options” page where you will have
to choose the method you would prefer to pay with.
Billing for additional e-mail addresses.
The additional e-mail cost will be added to your account if you already have an account
with ATEC service provider. If you do not have an account, a new account will be created
for you.
After you have finished the application process the e-StatePortal™ system sends an email
notification to ATEC Call Centre which will create your email address
E-mail settings
Please contact the ATEC Call Centre or your onsite technician for your POP and SMTP
settings. These are typically:
POP3.estatename.co.za
SMTP.estatename.co.za - Authentication On
Spam
All Estate mailboxes, that is provided by ATEC i.e. [email protected] are spam
filtered. The mailboxes are hosted at the ATEC Internet Service Provider and a Postini
spam filter is applied to the e-mailbox. This means that all spam related e-mail will be
captured in the spam folder and at the end of every business day; an e-mail with all
the potential spam e-mails listed on, will be sent through to your e-mail box. You will
then have the option to select the e-mail(s) you would like to view by clicking on the
word “deliver.”
Example of such an e-mail:
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Access to Webmail
All e-State™ e-mail users automatically have a webmail facility that allows retrieval of email from anywhere in the world via a web browser. Please go to your estate website and
click the “Webmail” button to access your Webmail facility. Your standard username and
password applies.
You can also use the following link - http://inx.co.za/webmail to access your mail
VoIP Telephony:
ATEC provides you with a free VoIP telephony account upon request. VoIP telephony is a
new generation telephone service to allow free (on-net) cheaper calls via the Internet.
ATEC provides this service as an agent to @lantic / VOX. More information can be seen on
your Estate website under e-State tab.
This service is not of the same quality level as the Telephone services provided by the ATEC
via Telkom or Neotel, and does not support faxing. The call costs on these services are
however significantly cheaper than those of Telkom or Neotel, especially long distance and
International calls.
Various package options are available; therefore please contact ATEC to speak to a
consultant.
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Chapter
7
Using the e-StatePortal™
This Chapter will help you Register and login onto the eStatePortal™ and help you update your own profile.
Complete e-StatePortal™ Manual
Please note that a complete e-StatePortalTM user manual is available
on www.estateportal.co.za/manuals
New User Registration
A
re you a new user of the e-StatePortal™? Use this easy quick start paragraph to
get you going!
When logging onto the portal, you will enter the URL of the e-StatePortal™ site
(www.estateportal.co.za) in your browser window. This will open the eStatePortal™ webpage.
Figure 1. Shows the browser window of an Internet Explorer browser.
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Register as a New User
Enter the www.estateportal.co.za URL in your browser window.
Once the page is loaded, click on the ‘Click Here’ Link next to ‘Register New
User’ option.
This will open the New User Registration Form.
Fill out the form and press the submit button.
This will prompt you to check if all your information is correct. If it is correct,
click the ‘OK’ button. If your details are incorrect, press the ‘Edit’ button and
correct your details.
An e-mail with your Login details will be sent to you once your registration has
been approved.
NOTE
For Login onto the e-StatePortal™, refer to the ‘Login onto the eStatePortal™’ section of this manual.
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Logging into the e-StatePortal™
How to login
Enter the www.estateportal.co.za URL in your browser window.
Enter your Username in the Username textbox.
Enter your Password in the Password textbox.
Enter the ‘Captcha’ that is automatically created by the system.
Click the Login button.
NOTE
Your Username will normally be your e-mail address.
Once you’ve pressed the Login button, the system will prompt you to select the Role you
are logging in as.
Select your role from the ‘Login as’ dropdown menu .
Press the Login button again.
The system will now display your home page.
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NOTE
The different roles can be Board Member, Estate Manager, Owner,
Resident and Dependent.
Forgotten Password/Forgotten Username
If you have forgotten your username and/ or password, please use the following steps to
retrieve your password/username.
Click on the forgotten password/ username link.
Click on the ‘I can’t login’ link.
This will display ‘e-StatePortal login assistant page’.
You will choose from these three options
I know my username, but I do not know my password.
I do not know what my username/password is.
I have received the authentication code via SMS.
Click ‘Continue ‘to any selected option.
If the first option is selected.
This option will display ‘Retrieval password page’ with ‘Email address and Cell
phone’ textboxes.
NOTE
You will need to enter one option not both.
Enter the ‘email address/cell phone’ option and click ‘Submit’.
You will receive an Authentication code on your e-mail or cell phone
If the second option is selected.
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This option will display the form where you will fill in all the required
information and click ‘Send.
If the third option is selected.
This option will display an authentication page with a textbox.
Enter the ‘authentication code’ you received to your cell phone and click
‘Retrieve’.
The new password will be send to your cell phone.
When you are logged on:
When you have logged on – the system will always state the name you used when logging
on as well as the role you logged on as.
Your Estate Profile
How to view your own profile.
Log onto the e-StatePortal™.
Click on the ‘Estate’ menu.
Click on the ‘View Own Profile’ sub menu.
This will display your own profile.
How to edit your own profile.
Log onto the e-StatePortal™.
Click on the ‘Estate’ menu.
Click on the ‘Edit Own Profile’ sub menu.
This will display your own profile in editable format.
Make the changes.
Press the ‘Save Changes’ button or ‘Cancel’ if you no longer would like to
change anything.
NOTE
You can also access the ‘Edit My Profile’ option by viewing your
profile. When viewing your profile, click on the ‘Edit My Profile’ link.
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Chapter
8
Support
At ATEC we believe that there is no-one more important in our company than you, the
customer. This chapter will describe the support processes as well as a list of support
contact details you may need to ensure that your network is up and running in no time.
ATEC created a support function to provide you with a quality service that is monitored. If
you call, e-mail or SMS the ATEC Call Centre , you will receive monitored quality service. It
is important for you as a resident to know that certain support services are provided free
of charge and for other services you will be billed.
Contact details:
Call Centre Number: 0861 12 2832 / 0861 12 ATEC
Email Support: [email protected]
Fax: 012 991 0950
Fax2email: 086 589 0683
SMS “Support” followed by the description to 34590
NOTE
You are kindly requested not to phone the support technician directly
on his/her private cell phone. - ATEC cannot monitor the service you
receive. If you call the above telephone numbers or email us, you will
receive monitored support.
Support hours.
Business hours are from 8am until 5pm on weekdays.
If you require support during these hours you are kindly requested to phone
0861 12 2832.
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S U P P O R T
If you require support after 5pm weekdays, public holidays or over the weekend
you are kindly request to phone 0861 12 2832.
Support process
When you phone ATEC Support or e-mail a request or problem, a call will be logged with
your request or problem details and a call number will be e-mailed to you with the call
details. Once the call is resolved, another e-mail will be sent to you indicating that the call
was resolved, including the steps taken to resolve your problem.
NOTE
To enable us to monitor the service we deliver to you, you are kindly
requested not to phone the support technician directly on his/her
private cell phone because ATEC cannot monitor the service you
receive if it doesn’t follow the prescribed process.
Support at cost:
Additional onsite or office support per call (Office Hours: 8am – 5pm Mo-Fri)
Includes setup of new PC (If not procured via ATEC), installation of software,
identification of hardware problems, user training, antivirus software support.
o
Please visit your estate website for our latest pricelist or contact our Call
Centre
o
Additional onsite or office support per call (After Hours: 5pm – 8am)
Includes setup of new PC (If not procured via ATEC), installation of software,
identification of hardware problems, user training, antivirus software support.
5pm – 8am Mo - Fri, Weekends, Public Holidays
Please visit your estate website for our latest pricelist or contact our Call Centre
Installations
Installations are normally done during business hours. It is preferred that the resident
ensure access to their premises during business hours so that our technicians can do the
necessary installations. Only in exceptional circumstance, with a schedule appointment,
will installations be done after hours.
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C A N C E L L A T I O N
Chapter
9
Service Cancellation
This chapter will help you cancel any of your services.
S
hould you move from the estate, you need to follow the following procedures in
order to ensure that we don’t bill you unnecessarily
How do I cancel my account?
All equipment in your home is monitored and controlled by ATEC. Please inform ATEC in
writing by completing “the ATEC Termination Letter” and send via email, fax or by
contacting us on 0861 12 2832. This will be applicable when moving out of the estate or
suspending internet services and telephone services.
What to do with equipment when cancelling.
The Modem / Tilgin equipment (Standard and Wireless) allocated to your home must
remain in your house when you leave as these devices cannot be used outside of the eState™ network
Standard Siemens Telephone Handsets and additional DECT Siemens Handsets can be
removed because this is owned by you as the owner and can be used elsewhere external
to the Estate.
Please notify the new owner that he needs to contact ATEC for a new Phone as well as
service activation.
I would still like to make use of ATEC Services (Internet, e-mail, fax2mail
& VoIP)
Fax to Mail
You can continue to use the allocated Fax to email number external to the
Estate. Please note that there will be a monthly charge by ATEC for this
service.
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You can still make use of your VoIP account via standard ADSL connections
outside of your Estate.
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