For ICE Chat administrators, MCO eComms administrators, and implementation teams.
Before you begin
Confirm your organization has the appropriate ICE Chat compliance contract in place.
Contact the ICE Support Desk to verify or request the required ICE Chat compliance services.
Confirm which ICE Chat users should be exported for archival and monitoring.
Confirm each covered user’s email address and ICE Chat username or Instant Messaging ID (IMID).
Confirm whether ICE should export only specified users or all users from your registered domain.
Confirm you have administrator access to MCO eComms.
NOTE: If you export only individually listed ICE Chat users, you must maintain that user list with ICE when covered employees join or leave. MCO cannot independently identify those onboarding or offboarding events. To reduce ongoing administration, consider having ICE export all users from your registered domain.
Request ICE SFTP data delivery
Send a request to ICE to establish an SFTP feed for data delivery.
Sign and return the ICE Data Services Agreement.
Confirm the active users who should be monitored.
Add ICE usernames to MCO eComms user profiles if needed.
[!NOTE]
Confirm active users for each new integration. This is especially important if your organization changes domain names or is onboarding a new ICE connection.Provide ICE with the retention list of users to export.
Include the following details for each user:
DetailDescriptionEmail addressThe user’s business email address.ICE IM usernameThe ICE Chat username or IMID used to identify the user.
ICE IM usernames may use formats such as fstroud or [email protected].
Specify whether ICE should export only the listed users or all users from the registered domain.
Set up the ICE SFTP connection
Open the ICE Message Logging and Compliance Form.
Select the option for Subscriber requests that ICE export Subscriber’s message logs to the Service Provider identified below.
In Review Tool Type, select Fairwords.
Provide the registered domain or domains ICE should use to determine which users are included in the source file.
Note
If you do not provide a specific user file to ICE, ICE includes all users from the registered domain in the archiving file.Submit the form. ICE finalizes the SFTP connection.
Receive the SFTP credentials from ICE.
Send the SFTP credentials to MCO through a support ticket or your implementation team.
Inform MCO that you are creating an ICE source.
Configure ICE Chat in MCO eComms
MCO uses the ICE SFTP credentials to configure the daily download process.
Provide the ICE SFTP credentials to MCO through a support ticket or your implementation team.
Wait for MCO to confirm that ICE Chat setup is complete.
Verify that ICE Chat messages are being added to the archive.
NOTE: Messages may take a few days to appear in the archive. If user mapping is not complete, messages may initially appear as unmapped.
Map users to ICE Chat identities
Mapping users to ICE Chat identities allows MCO eComms to associate captured ICE Chat communications with the correct user profiles.
ICE Chat users are mapped by ICE Chat username or Instant Messaging ID (IMID). These identifiers can be mapped to the primary email address on the user profile or added as additional ICE Chat source mappings.
Sign in to MCO eComms as an administrator.
Go to Settings > Users. The Users page opens.
Locate the user you need to map.
Click Edit. The user profile opens.
Locate the Sources section.
Click Edit in the Sources section. The section enters edit mode.
Click Add Source. A new source mapping row appears.
In Source name, select ICE Chat.
In Unique Identifier, enter the user’s ICE Chat username or IMID.
Examples: fstrouds17 or [email protected]
Click the check icon. The source mapping row is saved in the profile editor.
Add any additional ICE Chat identities required for the user.
Click Save. MCO eComms saves the user profile.
Result
ICE exports ICE Chat message logs to the configured SFTP connection. MCO eComms retrieves the files through the daily download process and imports supported ICE Chat communications into the archive.
After users are mapped, newly arriving ICE Chat messages that match the mapped identifiers are associated with the correct user profiles. The users’ retention and detection policies apply to future ICE Chat communications.
NOTE: New source mappings update existing messages and alerts for search and display reference purposes. They do not retroactively apply retention and detection policies to messages already in MCO eComms.