MCO supports two options of ICE Chat data acquisition.
Direct Integration With ICE
MCO can acquire logs directly from ICE and manage the import process with minimal work on behalf of the client's IT.
To accomplish this MCO needs:
A signed ICE Chat Authorization form on file
The client to provide MCO with the names of the Users whose logs will be imported
Client Managed SFTP Transfer
The other option is for the client to acquire the logs from the provider in the supported format and place in a MCO managed SFTP.
To accomplish this Client needs:
An internal process for exporting and transferring logs that Fairwords does not manage
ICE Chat Logs in the MCO format
This can be accomplished by requesting that ICE Export to the MCO (Fairwords) format
Mapping User to ICE Chat identities
Mapping users to their ICE Chat identities is critical so that eComms can know how to handle their communications.
ICE Chat users are mapped to their ICE Chat User Name or Messaging ID (IMID). These can be mapped to the primary email address in their profile by default and to additional ICE Chat Source Mappings.
To add additional ICE Chat mappings to a user profile.
Sign in to MCO eComms as a Admin user.
Navigate to Settings > Users page to locate specific users for mapping.
Open a user profile by clicking edit (pencil icon).
Locate the Sources section and select the
Editbutton. To put the section in editing mode.Select Add Source button to insert a new mapping record.
Select the ICE Chat in the Source name column and enter the ICE Chat User Name (e.g. fstrouds17) or ICE Chat Instant Messaging ID (e.g. [email protected]) in the Unique Identifier field. Click the check button when done editing the row.
Add additional ICE Chat identities as required.
Click Save button when done to save the mapping.
Immediately after adding this user source mapping, newly arriving ICE Chat messages with the entered identities will be mapped to this user. Once mapped all retention and detection policies associated with this user will be applied moving forward.
Important! New source mappings will update existing messages and alerts in the account for search and display reference purposes. However, they will not retroactively apply retention and detection policies to messages already in the application.