Veritas™ AdvisorMail User Guide
- Introducing AdvisorMail
- Standard Features
- Email Archive
- About Email Archive
- Focus View
- Snippet View
- Compliance Rules
- Keywords and Phrases
- Random Sample
- Inbound Addresses
- Outbound Addresses
- IP Filtering
- Bloomberg Settings
- Archive Report
- Auditor Report
- Email Report
- Auditor Login Report
- Data Requests
- New Request
- Data Request History
- Data Request Results
- About the Data Request Email Templates
- Instant Message Archiving
About IM Archiving
AdvisorMail can archive customer's instant messages (IMs). A 3rd party service is used to capture customer's IMs, convert them into emails and send them to AdvisorMail for archiving. The current list of IM types that AdvisorMail can archive are:
AOL Instant Messenger
Microsoft MSN Messenger
Jabber/XMPP Compliant Service
IBM Lotus IM
ICQ instant messenger
Microsoft Exchange 2000 IM
Microsoft Office/Live Communications Server
Google Talk Network Service
When AdvisorMail archives an IM from the 3rd party service, the format of the email is shown:
The format of the header for an IM is:
From: The From address is the AdvisorMail monitored address of the rep who participated in the chat. Customer rep's IM accounts are created in the 3rd party service. Each account is created with a 3rd party service. The related account is associated with the rep's email address that is archived in AdvisorMail. Thus, when the 3rd party service captures a chat for a rep. It creates an email and uses the rep's email address as the From address of the email that is sent to AdvisorMail for archiving.
Received: The timestamp of when AdvisorMail receives the IM email from the 3rd party service.
To: im-archive@AdvisorMail.net - Every IM email is addressed to this address. This address is what triggers AdvisorMail to treat this email as an IM.
Subject: "First Name of rep" "Last Name of rep" "(IM buddy name of rep)" "IM with" "buddy names of other chat participants". For example, let's say Mark Smith uses his AOL Messenger account, msmithataol, to chat with Mary Jones (maryjaol95). The Subject of this captured IM conversation is "Mark Smith (msmithataol) IM with maryjaol95".
The IM header was formatted so that auditors can easily find specific IM conversations. Here are some tips for searching IMs:
To search for the IMs for a specific rep, uncheck the Inbound, and Outbound Message Type flags. Set the date range and put the rep's email address in the From field of the Advance Search mechanism and click Search.
If searching for IM conversations between a rep and an outside individual, uncheck the Inbound, and Outbound Message Type flags. Set the date range, and put the rep's email address in the From field. Put the buddy name of the outside individual in the Subject field of the Advance Search mechanism. Click Search.
If searching for IM conversations for a specific buddy name, uncheck the Inbound, and Outbound Message Type flags. Set the date range, and put the buddy name in the Subject field of the Advance Search mechanism. Click Search.
The transcript of the IM conversation is contained within the email body. If keywords and phrases are defined in the lexicon for IM type emails, those words and phrases are highlighted as violations like emails. Violations are highlighted in red and underlined.