Agency Guide - IVANS Insurance Solutions

Agency Guide - IVANS Insurance Solutions
Agency Guide
Table of Contents
Introduction .............................................................................................................. 3
IVANS Exchange Overview ....................................................................................... 3
Dashboard .............................................................................................................. 3
Connections ............................................................................................................ 3
View/Edit Your User Profile ....................................................................................... 3
Select a Different Mailbox ......................................................................................... 4
Navigate the IVANS Exchange System ....................................................................... 4
ECS Mailbox .............................................................................................................. 6
Resend Policies/Claims ................................................................................................ 6
Inbox........................................................................................................................ 8
Received Files .......................................................................................................... 10
Mailbox Summary .................................................................................................... 12
Reports ................................................................................................................... 14
Reports ................................................................................................................... 14
Administration ......................................................................................................... 16
Agency Profile .......................................................................................................... 16
General ................................................................................................................ 16
Contacts ............................................................................................................... 16
Mgmt. System ...................................................................................................... 17
Users ................................................................................................................... 17
Add a New User .................................................................................................. 17
Edit User Information .......................................................................................... 17
Delete Users ...................................................................................................... 18
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Permissions - Agency User ................................................................................... 18
Mailboxes ............................................................................................................. 19
Mailbox Configuration ............................................................................................... 20
Session Status ......................................................................................................... 21
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Introduction
IVANS Exchange Overview
Welcome to Applied IVANS Exchange, an integrated service portal that enables carriers,
agencies, and agency management system vendors to simply and securely perform key
tasks necessary to establish, manage, and monitor data communication between carriers
and their trading partners.
Upon logging in, your agency’s customized dashboard displays. This dashboard gives you a
single location to view all of your agency’s current download usage, connections
opportunities, and relevant industry news. You can return to the home page from anywhere
in the system by clicking the IVANS logo at the top of the screen or by clicking the Return to
Dashboard button, depending on which screen you are on.
The IVANS Exchange home page contains two tabs: Dashboard and Connections.
Dashboard
A number of charts display on this tab, along with news and upcoming events. See the
Dashboard article for information on these charts.
Connections
The Connections tab on the home page shows your carriers and their business transaction
types and lines of business. To the right is a key that gives a total connections per type. See
the Connections article for information on these charts.
View/Edit Your User Profile
To open your profile, click the down arrow by your mailbox name and select your agency
name.
Your user profile consists of two sections: Account Information and Settings.
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The Account Information section displays your user ID, the date and time your
account was created, the date/time of your last account activity (last login), last
password change, and the security question you entered when setting up your
account. (All dates/times are in Mountain Standard Time.)
o To change your password, click the Change Password link. Type your
current password, then type and confirm your new password and click the
Change Password button.
o To change your security question, click the Change Question link. In the
popup that displays, type your current password as well as a new security
question and answer. Click Save.
The Settings frame enables you to make any necessary changes to your name,
contact information, and time zone. To change any of the information, click in the
field, delete the existing text if applicable, and type (or select, depending on the type
of data) the correct value. Click Save to apply your changes.
Select a Different Mailbox
if your agency has a separate mailbox for each of its locations, you can click the down arrow
beside your current mailbox name, activate the down arrow beside the mailbox in the
dropdown list, and select the correct mailbox.
Navigate the IVANS Exchange System
The following options are accessible by clicking the button in the top right corner of the
screen. A brief description of the selected area displays beneath the list of options.
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The Dashboard & Connections option returns you to the main screen with the
Dashboard and Connections tab.
The Mailbox option allows you to monitor your Inbox and Received Files, re-send
transactions (queue them to be downloaded again) via the Resend Policies/Claims
action, and view mailbox statistics in the Mailbox Summary. You can also to run
reports on user sessions and on actions performed by IVANS Exchange users from
here.
The Reports option allows you to view the list of all carriers who have set up a
trading partnership with your agency to send and/or receive files.
The Agency Profile option provides the ability to manage your account information,
including agency logins with access to the account and preferences for what types of
download you want to receive from what carriers. It also provides the ability to
update your mailbox information.
The User Manuals option provides the User Guide and Release Notes for IVANS
Exchange.
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ECS Mailbox
Resend Policies/Claims
This option enables you to search for a specific policy/claim transaction and resend it
(meaning the transaction is added to the active queue so that it can be downloaded again).
Some carriers may choose not to enable policy/claim resend; you will not be able to use this
feature for transactions from those carriers.
Note: This feature is intended to locate individual transactions. To resend an entire file,
locate the file in the Received Files area.
1. From the Exchange home page, click the button in the top right corner and select
Mailbox.
2. Click ECS Mailbox > Resend Policies/Claims.
3. Enter at least one character of the policy/claim number in the Policy or Claim #
field.
4. Select a File Type of Policy and Claim Transactions, Policy Transactions, or
Claim Transactions.
5. To determine where the criteria you entered in step 3 should fall within the
policy/claim number, choose a Match Type of Exact (you have entered the entire
number), Anywhere, or Start of Policy or Claim #.
6. Choose an Initial Sort as well as a sort order for the results list.
7. Click Search.
8. A list of results displays. Select the checkbox for each transaction you wish to
resend.
By default, only 25 rows display per page. To modify the number of transactions per
page, click the light bulb icon at the upper right corner of the list and select the
desired option.
You may also choose to view the data in any of the following formats:
• Interactive Grid: This is the default view.
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HTML Table
CSV
Excel (You will be prompted to open or save the Microsoft Excel file.)
To narrow the results, type a portion of the content of any of the columns in the Find
on Page field. The list refreshes automatically as you type.
To sort by any of the columns in the list of search results, click the column header. To
sort in the reverse order, click the column header again. The header of the column
currently used as a sort displays in italics with an upward arrow if sorted in ascending
order and a downward arrow if sorted in descending order.
The list attempts to display the most recent transaction for each policy number. If it
cannot be determined which of two or more transactions is the most recent, multiple
transactions for the policy will display and will be marked in red.
9. Select the checkbox for each transaction you wish to resend.
10. Click the Re-Send Transaction(s) link label above the list.
11. A popup displays to let you know the files have been resent. Click OK.
Click Return to Dashboard to go back to the home page.
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Inbox
To access a list of files sent to you that you have not yet received, from the Exchange home
page, click the button in the top right corner and select Mailbox.
2. Click ECS Mailbox > Inbox. To see files that you have received already, access
your Received Files instead. A file is marked as received once your agency
management system's download process retrieves it from the active queue. It
retains a status of Received unless it is resent (i.e., added to the active queue to be
downloaded again).
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Note: Agencies typically access only the Inbox and Received Files features; the
Outbox and Sent Files are intended for carrier use.
To view Inbox items, optionally enter a portion of the carrier account code and/or
mailbox code in the Mailbox field. Leave this field blank to retrieve items for all
carriers.
Modify the Start Date/Start Time and Stop Date/Stop Time fields to determine
the date/time range. The date range cannot exceed 90 days.
Click Search.
A list of results displays. Note the following:
• The Producer column contains the first producer code to display in the file. If
none are included, this column is blank.
• The Message Size column indicates the original file size, while the Zip Size
indicates the file size after compression by Transfer Manager.
• An Inbox item can have a status of Sent (in the active queue waiting to be
received) or Hold (temporarily suspended from the active queue).
• The Download Type column indicates whether this is a policy download,
claims download, or Activity Notes download file.
You can perform the following actions:
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Click the link in the Date column to view the file history, which provides
detailed information on the sending of the file and any associated events as
well as a link to download the file (available for admin users only).
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Click the link in the Name column to view additional information on the file
and any associated events as well as a link to download the file (available for
admin users only). This view also provides a searchable list of all transactions
included in the file and the option to resend one or more transactions
individually.
Click Refresh to update the list to reflect any recent changes (e.g., to include
any files just sent by a carrier).
Click Cancel to remove the file from your agency's mailbox, preventing it
from being downloaded.
Click Hold to delay the file from being received until its Hold status is
released.
Click Release to remove the hold status of the checked file(s).
Click Download to download the file and save a copy locally.
Click the Return to Dashboard button to return to the home page.
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Received Files
To access a list of files that you have received from carriers and downloaded in your agency
management system, from the Exchange home page, click the button in the top right corner
and select Mailbox.
Click ECS Mailbox > Received Files. To see files that you have not yet downloaded,
access your Inbox instead.
Note: Agencies typically access only the Inbox and Received Files features; the Outbox and
Sent Files are intended for carrier use.
To view received items:
1. Optionally enter a portion of the carrier account code and/or mailbox code in the
Mailbox field. Leave this field blank to retrieve items for all carriers.
2. Modify the Start Date/Start Time and Stop Date/Stop Time fields to determine
the date/time range. The date range cannot exceed 90 days.
3. Determine how the date filter entered in step 2 should be interpreted:
• Sent Date- Date the file was sent.
• Received Date- Date you connected to your mailbox and retrieved the file.
• Acknowledged Date- Date the carrier received an acknowledgement from
ECS that the file was processed in Transfer Manager (confirming that you
received the file). If the carrier has enabled auto-acknowledgements, this is
the same as the Received Date filter.
4. Click Search.
A list of results displays.
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The Producer column contains the first producer code to display in the file. If none
are included, this column is blank.
The Message Size column indicates the original file size, while the Zip Size indicates
the file size after compression by Transfer Manager.
Items in the Received Files list have a Status of any of the following:
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Received- File has been downloaded.
Acknowledged- File has been downloaded, and the carrier has received an
acknowledgement that the file was received.
Auto-acknowledged- File has been downloaded and automatically given a
status of acknowledged because carrier has chosen not to receive
acknowledgement files.
You can perform the following actions:
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Click the link in the Send Date or Recv Date column to view the file history,
which provides detailed information on the sending of the file and any
associated events (date sent/received/acknowledged/resent) as well as a link
to download the file (available for admin users only).
Click the link in the Name column to view additional information on the file
and any associated events as well as a link to download the file (available for
admin users only). This view also provides a searchable list of all transactions
included in the file and the option to resend one or more transactions
individually.
Click Refresh to update the list to reflect any recent changes (e.g., to ensure
the Status is up to date and to add any files recently received by the agency
to the list).
Click Re-Send File to add the file to the active queue so that it can be
downloaded again. You might wish to do this if you experience a technical
issue and the file does not download correctly.
Click Download to download the file and save a copy locally.
Click the Return to Dashboard button to return to the home page.
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Mailbox Summary
For an instant view of your ECS mailbox statistics, from the Exchange home page, click the
button in the top right corner and select Mailbox.
Click ECS Mailbox > Mailbox Summary.
The following information displays:
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Mailbox Locked (Yes/No): A mailbox can become locked if multiple bad passwords
are entered. It then has to be manually unlocked in Mailbox Configuration by an
administrator.
ECS Enabled (Yes/No): Yes displays if you have at least one ECS mailbox enabled;
otherwise No displays.
INFOEXCH Enabled (Yes/No): Yes displays if you have at least one Information
Exchange mailbox enabled; otherwise, No displays .
Files Currently in Inbox: Displays the number of files sent to you that you have
not yet received, as well as the date and time for the oldest file in your Inbox.
Files Currently in Outbox: For most agencies, this displays as zero, since other
than rare instances where batch upload is used, the Outbox feature is for carrier use
only.
Files Received: Displays the number of files you have received in the past 90 days.
Files Sent: For most agencies, this displays as zero, since other than rare instances
where batch upload is used, the Sent Files feature is for carrier use only.
ECS Sessions (Sessions Started/Last Accessed): Sessions Started indicates the
number of successful logins to a mailbox in the past 90 days, and Last Accessed
shows the date/time of the most recent login.
ECS Trading Partners (Trading Partner Set Memberships/Trading
Partnerships): Trading Partner Set Memberships each consist of a Lead Mailbox
(the mailbox that initiates a trading partnership) and the mailboxes with which the
lead mailbox has initiated partnerships. Trading Partnerships is the total number of
mailboxes with which this mailbox can communicate (either sending or receiving
files). Because most agency trading partnerships consist of the agency receiving files
from a Lead Mailbox, the Trading Partner Set Memberships and Trading Partnerships
numbers is typically equal.
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Click the Return to Dashboard button to go back to the home page.
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Reports
Reports
Currently the only report available in IVANS Exchange is the Agency Trading Partners
report, which displays information on all carriers from whom you receive files.
To run the report, from the IVANS Exchange home page, click the button in the top right
corner and select Agency Profile.
Two lists of results display: one of ECS Partners, and one of Non-ECS Partners.
You may choose to view the data in any of the following formats:
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Interactive Grid: This is the default view.
HTML Table
CSV
Excel (You will be prompted to open or save the Microsoft Excel file.)
To narrow the results, type a portion of the content of any of the columns in the Find on
Page field. The list refreshes automatically as you type.
To sort by any of the columns present, click the column header. To sort in the reverse
order, click the column header again. The header of the column currently used as a sort
displays in italics with an upward arrow if sorted in ascending order and a downward arrow
if sorted in descending order.
Data in the ECS Partners list displays in the following columns:
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Set Name: Name of the carrier that owns the Lead Mailbox.
Lead Mailbox: Mailbox that initiated the trading partnership.
Partner Status: Can be any of the following:
o Confirmed: You are currently able to receive files from this mailbox.
o New: You have not connected to Transfer Manager since the partnership was
added, and registration is not fully processed.
o Nominated: You will be added as a partner during the next registration cycle.
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Sent: Partner configuration files generated by registration have been sent to
you and are awaiting acknowledgement of receipt.
o Waiting: You have not logged in to ECS recently or do not yet have an ECS
mailbox.
o Pending: You are a candidate to be added as a trading partner (must first be
given a status of Nominated).
o Pending Delete: This partnership will be deleted during the next registration
cycle.
State: Always displays as A (Active).
Direction: Indicates how information is being sent for this trading partnership.
o Send Only: The Lead Mailbox can send data to you, but you cannot send data
to the Lead Mailbox.
o Send & Receive: The Lead Mailbox can send data to you and you can send
data to the Lead Mailbox (rarely used).
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Data in the Non-ECS Partners list displays in the following columns:
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Company Name: Full name of the carrier with whom you have a trading
partnership.
Company Account: Carrier's account name in IVANS Exchange.
Product Name: Product used to transmit information.
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Administration
Agency Profile
To access your account detail, from the IVANS Exchange home page, click the button in the
top right corner and select Agency Profile.
The Agency Profile area consists of the following sections:
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General
Contacts
Mgmt. System
Users
Mailboxes
General
1. In the Agency frame of the General tab, enter or revise your agency name and basic
contact information.
2. If your mailing address is different from the address in the General Information
frame, enter it in the Mailing Information frame.
3. EULA stands for End-User License Agreement. To view the EULA, click the Version
number. The remaining fields (Current, Signer, and Date) are informational and
cannot be changed.
4. Click Save to apply changes made on this tab.
Contacts
1. On the Contacts tab, enter information for up to two contacts. At least one contact
name must be provided.
2. If your billing address is different from the mailing address on the Agency tab, enter
it in the Billing section Click Save to apply changes made on this tab.
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Mgmt. System
1. On the Mgmt. System tab, select the Mgmt. System Name that makes your agency
management system, the Product you are running, and your current system
Version.
2. Click Save to apply changes made on this tab.
Users
A list of users created for the current account displays, with a key icon displaying to the left
of each user granted administrative rights. In this area, you can add new users, edit user
information, and delete users.
To narrow the users listed, type a portion of the user Name or User ID in the User Filter
field. The list refreshes automatically as you type.
To sort by any of the columns, click the column header. To sort in the reverse order, click
the column header again. The header of the column currently used as a sort displays in
italics with an upward arrow if sorted in ascending order and a downward arrow if sorted in
descending order.
Add a New User
1. Click the Add button above the list. The Agency User Add screen displays.
2. Enter the user's Name, User ID, and an Email address.
3. A 1st Use Password defaults but can be changed if desired. The user will be
prompted to change his/her password after first logging in to IVANS Exchange.
4. Optionally enter a Phone number for the user.
5. For the Role, specify whether the user is an Agency Admin or an Agency User.
(See the Edit User Information section for information on the default security
permissions for each of these roles.)
6. Click Save to apply your changes or Cancel to discard them. (Changes take effect
the next time the user logs in to the system.)
7. Click Save to add the user or Cancel to discard changes.
Note: To enter an additional phone number for a user, customize security permissions, or
grant a new temporary password, see the instructions under Edit User Information below.
Edit User Information
1. Locate the desired user in the list and click the Edit link in the Actions column.
2. Make any necessary changes to the User and Permissions frames. See instructions
above under Add a New User for more information on these fields.
3. To modify the Exchange workflows to which the user has access, select the checkbox
beside each action to which the user should have access. See the Permissions
section above for more information on the permissions available and the default
settings for agency users and agency admins.
4. To grant a user a new temporary password (this is not an available action on an
admin user account):
a. Click the Set User Password link label.
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b. Enter a new password of at least six characters in the Temporary password
field.
c. Click Set Temporary Password to put the password change into effect
immediately. The user will be prompted to change his/her password upon
logging in to IVANS Exchange.
5. Click Save to apply your changes or Cancel to discard them.
Delete Users
1. Locate the user(s) you wish to delete. Click the Delete link in the Actions column.
2. You are prompted, "Are you sure you want to delete this user?" Click OK.
Permissions - Agency User
A user given the role of Agency User is given permission to the following workflows by
default. This is the maximum level of Exchange access available for an agency user;
individual permissions can be removed but no permissions other than these can be added.
Account Administration
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Change User Contact Info: Modify the information in the Settings section of your
own user profile.
Change User PW Questions: Click the Change Question link in the Account
Information section of your own user profile.
ConnectionGrid - Update: Make updates to the grid on the Connection tab on the
home page.
ConnectionGrid - View: View the grid on the Connection tab on the home page.
Dashboard - View: View the Dashboard tab on the home page.
User Password Change: Click the Change Password link in the Account Information
section of your own user profile.
View Agency Billing Information: View the Billing Information frame in agency
detail.
Mailbox Administration
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Switch Between Mailboxes: If granted access to multiple mailboxes, click the
currently displayed mailbox and select a different one.
Managing Mail
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Cancel Files: Click the Cancel link label in the Inbox to prevent a file from being
received by the agency.
Mailbox View Own: Access Inbox and Received Files options under ECS Mailbox.
Mailbox View Session: This permission no longer has effect and can be disregarded.
Mark Files as On-hold: Click the Hold link label in the Inbox to prevent a file from
being received from the agency until its hold status is released.
Resend Full Files: Click the Re-Send File link label in the Received Files area to readd a file to the active queue so that it can be downloaded again.
Resend Individual Transactions: From the Resend Policies/Claims area or using
the links available in the Received Files area, add individual transactions to the active
queue.
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View Audit Trail: This permission no longer has effect and can be disregarded.
View Mailbox Session History: This permission no longer has effect and can be
disregarded.
Permissions - Agency Admin
A user given the role of Agency Admin is automatically granted all permissions in the
system. This includes all agency user permissions listed above as well as the following:
Account Administration
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Add Permissions for a User: Select new permissions after clicking the Edit User
Permissions link in agency user detail.
Create Users: Click the Add User link label in the Agency Users section of the
agency profile.
Disable Users: Click the Delete User link label in the Agency Users section of the
agency profile.
Remove User Role: This permission no longer has effect and can be disregarded.
Set User Role: This permission no longer has effect and can be disregarded.
Mailbox Administration
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Change Mailbox Password: Modify the Password field in Mailbox Configuration.
Modify Mailbox: Access the Mailbox Configuration option and view mailbox detail in
the Account Configuration area.
Managing Mail
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Save/download a file: Click a link label to download a local copy of a file in the
Inbox or Received Files area.
Modifying Agencies/Partnerships
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Edit Agency Information: Make changes to the agency name, contact information,
and download profile.
Mailboxes
Access the Mailboxes tab to view a list of all mailboxes to which you have access.
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Mailbox Configuration
To view/modify information for the mailbox you are currently accessing, click
Administration > Mailbox Configuration.
1. The mailbox's name, status, and User has External Web Service status display for
reference only. The Status field is no longer actively used by IVANS and can be
disregarded. The User has External Web Service status is related to the ECS External
Webservice feature, which concerns only a few agencies. Consult your IVANS
Implementation Specialist for details.
2. It is inadvisable to change the mailbox Password, because this is not specific to your
login and must be entered by any user attempting to access the mailbox via Transfer
Manager. If the password is changed, ensure that it is changed in Transfer Manager
as well.
3. The Consecutive Bad Login Attempts information displays for reference only. Because
three bad login attempts result in the mailbox being locked, possible values are 0, 1,
2, and Locked Out. Locked mailboxes cannot be accessed and files cannot be sent
from them.
4. Check Clear Bad Login Attempts to reset the Consecutive Bad Login Attempts to
0.
5. The Disable Auto-Acknowledgement for ALL files (*) setting applies only to sending
mailboxes; because agencies typically receive files rather than sending them, it is
unlikely that this option will be relevant. Selecting this checkbox generates an ACK
file (acknowledgement file) whenever a recipient receives a file sent by your mailbox.
If it is not selected, no ACK file is generated and the file is automatically given an
acknowledged status when it is received.
6. The Purge SENT files on receipt option also applies only to sending mailboxes and
will rarely be used by agencies. Selecting this option removes files once they have
been sent, preventing them from being resent.
7. Click Update Mailbox.
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Session Status
1. To view statistics on all IVANS Exchange sessions for the current account/mailbox
combination, from the Exchange home page, click the button in the top right corner
and select Mailbox.
2. Click ECS Mailbox > Session Status.
3. Enter a date range in the Start Date and Stop Date fields and click Search. A list
of results populates.
The following session information displays in the list:
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Start Time/Stop Time- Shows date, time, and duration of IVANS Exchange
access. Click the value in either of these columns to open session detail.
Server- The IVANS server that was accessed by the session.
Remote host- The IP address used to connect to IVANS Exchange.
Client- Type of download client (TMWS = Transfer Manager Client, IVANS
MFWS = external web service)
Logon Level- Indicates version of Transfer Manager used during the session.
Trans Count- Total number of transactions sent, received, or acknowledged
during the session.
Send Count- Number of transactions sent during the session. Because this
occurs during carrier sessions rather than agency sessions, it always displays
as zero.
Recv Count- Number of transactions received during the session.
Ack Count- Number of transactions acknowledged during the session
(meaning the carrier received acknowledgement that the transactions were
processed in Transfer Manager). Because this occurs during carrier sessions
rather than agency sessions, it always displays as zero.
Click the Return to Dashboard button to go back to the home page.
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