IT Department Procedures Manual Table of Contents I. IT Department Routine Procedures ACE IT Department Daily Procedures ………..………………………………….…….. 1 ACE IT Department Weekly Procedures ………..………………………………….…….. 5 Zurich Billing Procedures ………..………………………………….…….. 7 Ordering Toner and Other Monthly Procedures ………..………………………………….…….. 12 Installing Auditing Program Software Updates ………..………………………………….…….. 13 Archiving Auditing Program Files ………..………………………………….…….. 14 Monthly E-mail-Related Procedures ………..………………………………….…….. 15 ACE IT Department Bi-Annual Procedures ………..………………………………….…….. 16 MSB IntegriClaim Reactivation and Office Import ………..………………………………….…….. 20 II. Windows Operating System Setup Procedures Installing and Customizing Windows 2000 on a Workstation ………..………………………………….…….. 1 Installing and Customizing Windows XP on a Workstation ………..………………………………….…….. 5 Customizing an ACE Workstation - Beginning Steps ………..………………………………….…….. 8 Customizing an ACE Workstation - Ending Steps ………..………………………………….…….. 10 III. ACE Computer Type Setup Procedures Setting up an ACE Auditor Workstation ………..………………………………….…….. 1 Additional Setup for a ValueMate/WorkCenter Total Loss PC ……………..…………………………….…….. 4 Setting up an ACE Clerical Workstation …………………..……………………….…….. 5 Setting up an ACE Manager Workstation ……………..…………………………….…….. 6 Setting up an ACE IT Workstation ……………..…………………………….…….. 8 Setting up an ACE Email Client ……………..…………………………….…….. 10 Setting up an ACE Email Server ………………..………………………….…….. 11 Setting up an ACE Fax Server ………………..………………………….…….. 13 IV. Specific Software Installation Procedures Setting up a Local or Network Printer …………………..……………………….…….. 1 Installing and Testing ACE Custom Software …………………..……………………….…….. 2 Setting up and Testing an E-mail Account ……………..…………………………….…….. 5 Additional Software Setup for a CSAA Auditor Workstation …………………..……………………….…….. 9 Installing and Customizing Audatex PenPro …………………..……………………….…….. 10 Installing and Testing MSB IntegriClaim …………………..……………………….…….. 11 Installing and Testing the Conversion Program …………………..……………………….…….. 12 Installing and Testing Specialty and Property Reports …………………..……………………….…….. 13 Installing and Customizing Microsoft Office …………………..……………………….…….. 15 Installing and Testing Excel and Word Viewers …………………..……………………….…….. 18 Installing and Customizing NOD32 ………………..……………………….…....….. 19 Installing and Testing Acrobat, WinZip, and eFax …………………..……………………….…….. 20 Installing and Customizing Audatex Website Utilities …………………..……………………….…….. 21 Installing and Customizing Symantec ACT 2000 …………………..……………………….…….. 22 Installing and Customizing Symantec pcAnywhere …………………..……………………….…….. 23 Installing and Customizing Symantec pcAnywhere (Host) …………………..……………………….…….. 24 Installing and Customizing Symantec Winfax …………………..……………………….…….. 25 Installing and Testing Pop-up Blockers …………………..……………………….…….. 27 Installing and Testing Print Shop 12 …………………..……………………….…….. 29 Installing and Customizing Peachtree …………………..……………………….……..30 V. Computer Deployment Procedures Deploying an ACE Workstation …………………..……………………….…….. 1 New ACE Employee ~ Setup Procedures …………………..……………………….…….. 6 Former ACE Employee ~ Removal Procedures ……………..…………………………….…….. 8 VI. Phone System Procedures Working with the ACE Voice Mail System …………………..……………………….…….. 1 Setting up a New Phone and Extension …………………..……………………….…….. 2 Working with the Phone System Admin Software …………………..……………………….…….. 3 Working with the Phone System Call Accounting Software …………………..……………………….…….. 7 VII. Data Manipulation Procedures Access-Related Issues …………………..……………………….…….. 1 Billing-Related Issues …………………..……………………….…….. 2 Switching an Office Name in Clerical and ACE Office …………………..……………………….…….. 3 Processing a Cancelled File Using a Generic UltraMate Claim …………………..……………………….…….. 4 Setting up a New Company in Office and Clerical …………………..……………………….…….. 5 Scanning and Sending Selective Supplements …………………..……………………….…….. 6 VIII. Troubleshooting Program and System Errors Correcting ACE Message Pop-up Errors …………………..……………………….…….. 1 Correcting ACE Email and File Errors …………………..……………………….…….. 2 Correcting MSB IntegriClaim Errors …………………..……………………….…….. 4 Correcting Microsoft Access Database Corruption …………………..……………………….…….. 5 Outlook, Webmail, and ACE-IT.com Server Issues …………………..……………………….…….. 6 Switching ISPs (Perform When Internet Service Goes Down) …………………..……………………….…….. 7 Restoring the ACE Phone System When Service is Down …………………..……………………….…….. 8 Salvaging an Auditor's Defective Hard Drive …………………..……………………….…….. 9 ACE IT Department Daily Procedures Procedures to be Done ONCE, First Thing in the Morning: 1. Testing the ACE Fax Numbers 14 TEST FAX files numbered 1 to 14 have been compiled as FaxServer message requests. To send them, do the following… 1) Browse to the ACE FAX TESTS directory (stored on the C:\ drive of the IT workstation, with a shortcut on the desktop). 2) Open a second copy of Windows Explorer and browse to F:\Data\First Entry\MsgBin. 3) From the ACE FAX TESTS folder, click and drag to highlight all 14 test fax .msg files. Right-click and select “Copy.” 4) Return to the F:\Data\First Entry\MsgBin directory. Next, right-click and select “Paste” to paste the test fax .msg files. Within a few seconds, the messages will be pulled from the MsgBin and into the fax servers, from where they will be sent. 5) Go downstairs and retrieve all 14 sheets from the fax machines to which they were sent. Take note of any fax numbers that did not properly send a sheet! 6) Return upstairs and retrieve the confirmation sheets from the fax machine. Take a look at the sheet(s) for any jobs that did not send. Whenever applicable, determine what is causing the problem with the fax line and fix the problem. 2. Verifying that the Call Accounting System is Actively Running 1) Physically go to the Phone Call Accounting System. Turn on the monitor and type in the screensaver password. 2) Verify that the logged phone call information is up-to-date (indicating that the system is currently running/logging calls). 3. Rebooting the ACE Fax Servers 1) Go to the ACE fax servers and push the power strip button to turn on all 4 fax server monitors. Next, for each fax server: - Click the upper right-hand [X] to close the Eclaim Fax Server program and then shutdown the fax server. 2) Once all 4 fax servers are off, turn off their external modems (by pushing the button on the power strip). After several seconds, turn the power strip back on to restart the 4 fax servers. Next, for each fax server: - Logon to the fax server workstation and then double-click to open “ACE Fax Server.” - Click “Unlock.” From the pop-up window, click “OK.” - Click “Start Msg. Scan” and verify that the fax server login script begins to run. 4. Retrieving New Voice Mail Messages for Delaware Valley 1) Physically go to the Delaware Valley phone in the IT room. If the message light is blinking, press the [Msg] button on the phone, enter the extension and password code [2][8][0] and then press [1] to listen to the first new message. 2) Take notes on all messages and then return phone calls or call Robert as necessary. 5. Backing up the Network (FS3) to Tape 1) Unalarm, unlock, and then enter the server closet. Turn on the ACE Server monitor. 2) From the desktop, double-click to open VERITAS Backup Exec. The server will take a few seconds to load the program. 3) From the Activity Monitor tab, verify that yesterday’s backup was successful and that today’s backup is on schedule. 4) Push the tape eject button on the tape drive (the tape will rewind completely before ejecting). 5) After ejection, pull out the tape and place in the corresponding case. Place the *new* appropriate tape into the tape drive. If the tape ejects, place the cleaning tape into the drive (The tape will run for a few minutes then eject). Repeat step 5. 6) Leave the *new* tape case along with the cleaning tape in the server closet, but take the previous day’s tape. 7) Close Backup Exec, turn off the Server monitor, and lock/alarm the server closet. Store the tape in a vehicle, or at home. 6. Verifying That Outlook is Receiving all New Internet Claims Submissions and Member Signups 1) From the desktop of the Consultant PC, double-click to open “ACE_Admin.” From the form, click “Portal Activity Rpt.” From the pop-up question “Run Report for how many days?”, type 2 in the field and click “OK.” 2) Print and then retrieve the report. From the desktop of an IT workstation, double-click to open Microsoft Outlook. 3) For each file signup listed under yesterday’s --- Welcome Email Sent --- banner of the report: - Locate the file’s corresponding email within Outlook (by checking all Member Signup Forms sent to us yesterday). - For each signup not received by Outlook, but on the printout list, complete Step 12 (Approving New Applicants). 4) For each file submission listed under yesterday’s --- Submit Form --- banner of the report: - Locate the file’s corresponding email within Outlook (by checking all Claim Submission Forms sent in yesterday). 5) If there are any submissions not received by Outlook that appear on the printout list, go to the Consultant PC. 6) From “ACE_Admin”, click “View Portal Auto Claim Submissions.” 7) For each submission not received by Outlook, but on the printout list: - Locate the submission and click on it. The form will populate into the lower window. Print it. - Click “Save Attachments.” From the My Documents folder location, click “Open” to save the attachment. - Close

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