telstra mobile device management guide nokia … mobile device management guide – nokia® symbian...

Telstra

Mobile Device Management Guide Nokia® Symbian

https://mdm.telstra.com

Telstra Mobile Device Management Guide – Nokia® Symbian

Contents Purpose ................................................................................................................................................... 3

Overview of Mobile Device Management .............................................................................................. 3

Getting Help ............................................................................................................................................ 3

Pre‐requisites .......................................................................................................................................... 3

Customer Admin Login ............................................................................................................................ 4

Web Portal Address ............................................................................................................................ 4

Getting Login Access ........................................................................................................................... 4

First Time Login ................................................................................................................................... 5

Forgotten Password ............................................................................................................................ 5

Password Security ............................................................................................................................... 7

Multiple Customer Logins ................................................................................................................... 8

Searching For Mobile Users .................................................................................................................... 8

Device Enrolment .................................................................................................................................... 9

Device Diagnostics ................................................................................................................................ 14

Configuration Settings .......................................................................................................................... 14

Send Configuration Settings .............................................................................................................. 14

Create Configuration Settings ........................................................................................................... 17

Deploy Enterprise Software .................................................................................................................. 20

Upload Enterprise Software .............................................................................................................. 20

Install Enterprise Software ................................................................................................................ 21

Query Software ................................................................................................................................. 22

Uninstall Software ............................................................................................................................. 23

Security ................................................................................................................................................. 24

Lock ................................................................................................................................................... 24

Unlock ............................................................................................................................................... 25

Wipe .................................................................................................................................................. 25

Security Policies ................................................................................................................................ 26

Reporting .............................................................................................................................................. 28

FAQs ...................................................................................................................................................... 29

Definitions ............................................................................................................................................. 30


Purpose • This user guide is for IT administrators who want to remotely manage their fleet of mobile

devices via the Telstra Mobile Device Management (“MDM”)portal.

• This userguide is not intended to be used by the mobile users.

Overview of Mobile Device Management Telstra’s MDM web portal allows nominated IT administrators to manage a diverse fleet of mobile devices and perform the following activities remotely over the air. The Telstra MDM portal is available to mobile users who have subscribed to Mobile Connect plans on their service.

Description Send SMS Messages SMS messages can be sent to individuals or entire groups Configuration Settings Send settings eg ActiveSync, WiFi, APN etc Diagnostics Get information back about the device eg firmware Device Security Lock, Unlock, Full wipe Device Restrictions Restrict certain applications eg APN, WLAN Reporting Run and export standard reports eg list of devices etc Deploy Enterprise Software Install and uninstall enterprise software (*.sis/.sisx) Note: Nokia Symbian devices do NOT need client software or any software from the Nokia store. Telstra MDM is supported natively in Nokia Symbian.

A mobile user decides whether they will accept company settings on their device and can remove these settings by hard reset. It’s up to each customer to ensure they do not allow access to company resources when these settings are manually removed by a mobile user.

Getting Help Telstra provides assistance during business hours 8am‐ 6pm, for customers wishing to use Telstra MDM. All correspondence should be initiated via email to [email protected] and a customer support representative will get back to you. The customer support representative can only assist you if we have you listed as an authorised representative on the account who has the authority to remotely manage the company’s devices.

Prerequisites To use Telstra MDM, the following items need to be in place:

• You must have at least one Telstra Nokia Symbian mobile devices as listed on Telstra’s support page www.telstra.com/tmcshandsets.


• You must have at least one active Telstra SIM and the mobile service MUST be connected with a Telstra Mobile Connect data plan. For more information on Mobile Connect data plans see here http://www.telstra.com/mobileconnectsolution

• The device MUST always have internet access to https://dm2.mobile.telstra.com/* in order to operate correctly with Telstra MDM.

• The mobile devices must be turned on and in mobile network coverage area

• All mobile devices you want to manage must be grouped under a single Telstra mobile billing account. If unclear about this requirement please contact your Telstra sales person or Telstra service delivery/billing contact and they can discuss implications of grouping mobile services under a single billing account.

• You will require a first time login password to access the Telstra MDM portal. o A first time login password can be requested from the Telstra MDM helpdesk via email

[email protected] o You will need to provide proof that you are an authorised representative of your

company and have the authority to remotely manage employee/contractor devices.

Customer Admin Login

Web Portal Address Nominated IT administrators can login to the Telstra MDM portal at https://mdm.telstra.com

Getting Login Access The following credentials will be required to gain access

Username This is your 10 digit Telstra mobile account number under which your mobile users are grouped. If uncertain about your Telstra mobile account number please contact the Telstra MDM helpdesk at [email protected]

Password This is your unique Telstra MDM password which you will manage. The very first time you use the Telstra MDM portal, you will be required to request a password from the Telstra MDM helpdesk at [email protected]

Note: You will need to provide proof that you are an authorised representative of your company and have the authority to remotely manage employee/contractor devices before Telstra will issue a password.


First Time Login • The very first time you login, you will be required to change your password.

o Password has to be at least 6 characters o Password maximum length is 14 characters o Password cannot have 3 consecutive characters or numbers o Password must be alphanumeric (no special Characters)

• You should also enter your email address (or a distribution email address) and answer to a secret question as described below so that if you forget your password in future, this can be reset for you online without needing to contact Telstra.

Forgotten Password If you have forgotten your password, this can be automatically reset and a new password issued online without you needing to contact Telstra. Alternatively if you get stuck, Telstra’s MDM helpdesk can reset the password. Send an email to [email protected] and you will then be asked to verify your details before the password is changed Pre‐requisites: When you login successfully for the first time you should setup your email address and the answer to a secret question from the administration>user screen. Alternatively click on “My Account” in the top right hand corner to go directly to this page.


You should also setup an answer to a secret question from the administration>user>modify security screen

When you forget your password: When you enter your username(Telstra 10 digit billing account number) and an incorrect password, you will be asked if you have forgotten your password and given the opportunity to have this reset.


You will then be asked to enter your username and email address

You will then be asked for your answer to a secret question

Your password will then be reset and you will be asked to enter a new one. You will also receive a confirmation email that the password was reset

Password Security • The Telstra MDM portal will require that you change your password every 60 days

• Your login will timeout after 60 minutes of inactivity and you will be required to login again

• Passwords will be locked out after three incorrect attempts

• Accounts will be locked after 60 days if you have not logged in during that time.

• It is your responsibility to keep your password secret and secure. You should NOT pass these details to any person outside your organisation and should change password details if employees leave the organisation.


Multiple Customer Logins • Only one person at a time can login using the same username/password. If a second person

tries to login using the same username/password the other person’s login will timeout.

• Should you require additional logins for your company, please contact the Telstra helpdesk on [email protected] and they can assist.

o Read only privileges can also be assigned to different logins depending on what roles you want to give different administration groups within your organisation.

Searching For Mobile Users After login you will be presented with the default search screen to make it easy for you to find mobile users. However at any time you can also search for a mobile number by entering this in the top right hand corner.

The Telstra MDM portal will then search for the mobile number and display a picture of the handset model associated with that mobile number.


Search Problem Resolution “The device cannot be found” • Check that the mobile number has a Mobile

Connect plan activated • Check that the mobile number belongs to

the Telstra billing account number you are using to login. That is, if you logged into Telstra MDM using the mobile billing account number 1234567890, check that the mobile number you are searching for is being billed under that Telstra account number.

• Telstra automatically refreshes mobile number information each night, and if a Mobile Connect plan is activated, this mobile number will be displayed the following day.

Device model is shown as unknown

• The device model being used is not supported by the Telstra MDM portal. For a list of supported device models see www.telstra.com/tmcshandsets

• Telstra cannot identify the device of the user correctly because the user has swapped devices recently

• Telstra automatically refreshes handset information each night and, if the model is supported for Telstra MDM, it will be displayed the following day should the user swap devices.

If you believe the mobile number or handset model is not being displayed correctly please contact the Telstra MDM helpdesk at [email protected]

Device Enrolment Enrolment is a process of establishing authentication between the device and the Telstra MDM portal. A device MUST be successfully enrolled before the Telstra MDM portal can then send settings and policies to the device. To enrol a device: Step 1: Send the enrolment credentials

• From the configuration>settings tab, click on the send button next to the “Telstra DM” setting and the server will update authentication credentials on the device.

• The user will be required to open an SMS configuration message, save this message and then agree to download the authentication credentials from the Telstra MDM portal.

• Under the “Recent Actions” panel the status of enrolment will be shown. If the enrolment credentials are accepted by the device you will see status will go from pending>sent>success.

• The enrolment will fail if the user chooses not to open and save the configuration SMS.


Step 2: Enable device security

• From the diagnostics>security tab, click the “Enable Security” button and the Telstra MDM portal will request the user to enable security settings.

• The mobile user will also be asked to enter a four digit security fingerprint. The user should enter the four digit fingerprint as printed on the Telstra MDM portal page under diagnostics>security. A long key press will let the user input a number rather than a character.

• Under the “Recent Actions” panel on the Telstra MDM Portal the status of the security request will be shown. If the user accepts the security message and correctly enters the four digit fingerprint you will see status will go from pending>sent>success.

• The device will also show that the security has been enabled with a device security indicator § appearing on the screen.


Recent Actions Status Meaning

• The Telstra MDM server is in the process of sending the message to the device.

• If the status remains frozen in “pending” it means that the Telstra MDM server is having trouble sending the message

• The Telstra MDM server has sent the message to the device and is waiting for a response

• If the status remains frozen in “sent” it means the message has not been delivered OR the handset is not responding to the


message.

• The transaction was successful and the device has reported that the setting has been successful

• The transaction was unsuccessful either because the handset rejected the message OR the server timed out after 3 minutes

Step 3 (optional for older Symbian devices): Edit Telstra MDM profile on the device Some older Nokia devices have been configured so that the mobile user is prompted each time the Telstra MDM portal sends settings or queries the device. To allow the Telstra MDM portal to communicate silently with the device, the MDM profile on the device needs to be manually edited.

1. Navigator to the phone settings

2. Select Device Manager 3. Open the MDM profiles

4. Edit the “Telstra DM” profile 5. Change the access point to

“Telstra Internet” 6. Change “Auto‐accept all requests” to Yes

After successfully updating the Telstra MDM profile on the device the Telstra MDM portal will be able to silently send settings to the device without user interruption. Note:

• This process only needs to be done once for each mobile device (unless the user chooses to hard reset the device in the future, in that case the process will need to be repeated for that device).

• The enrolment will not succeed unless the user accepts the requests from the Telstra MDM portal.

• The Telstra MDM portal will timeout after 3 minutes if it does not receive a successful notification from the device when sending settings.


Device Diagnostics After a device has been successfully enrolled, the IT administrator can then view information about that particular device eg firmware version etc.

• From the Diagnostic screen click “CheckDM”

• The Telstra MDM portal will then query the device for diagnostics

• Once successful, information about the device will be available from the Diagnostics>Details tab.

To refresh the diagnostic information click the “CheckDM” button and the server will request an updated set of values.

Configuration Settings

Send Configuration Settings Once a device has been successfully enrolled, the IT administrator can send and update company settings on the device silently while the user is in mobile network coverage.


Telstra has pre‐loaded the following configuration settings that you might find useful and are available from the Diagnostics>Settings tabs

Configuration Setting

Description IT Admin Prompts Mobile User Prompts

Nokia Mail for Exchange

Configures the mobile device with your company ActiveSync settings

• Server • Username • Domain(optional) • Password(optional) • Email Address

The user will be required to enter their ActiveSync password

Nokia Gmail IMAP

Configures the mobile device with Gmail email settings

• Email Address • Password(optional)

The user will be required to enter their email password

Nokia Windows Live POP

Configures the mobile device with Windows Live email(hotmail) settings



Nokia BigPond POP

Configures the mobile device with BigPond email settings



Nokia Internet APN

Configures the APN that the mobile device uses when connecting to the internet

• APN Address • Username(optional) • Password(optional) • Proxy(optional) • Proxy Port(optional) • Proxy

Exception(optional) NB: Proxy exception enclosed in semi colons eg ;http://www.mydomain.com;

NA

Nokia WLAN WPA

Configures a company WLAN profile on the device (WPA)

• SSID • PSK

User will need to use the WLAN profile to connect to Wifi access point

All settings sent to the device are encrypted via SSL. No passwords or company settings are sent over the internet in clear text and the device stores personal passwords in encrypted format.

To send a setting to device, select the “Send” button next to the setting you wish to send.

You will then be prompted to enter a set of field values associated with that setting eg when sending ActiveSync settings you will need to enter the server address. Mandatory fields are highlighted and


must be completed before clicking “Send”. Optional fields that are not completed will be ignored by the Telstra MDM server and will not be sent to the device.

The Telstra MDM portal will then send the settings to the device silently over the air and the status will be shown in the Recent Actions panel

Recent Actions Status Meaning

• The Telstra MDM server is in the process of sending the message to the device.

• If the status remains frozen in “pending” it means that the Telstra MDM server is having trouble sending the message

• The Telstra MDM server has sent the message to the device and is waiting for a response

• If the status remains frozen in “sent” it


means the message has not been delivered OR the handset is not responding to the message.

• The transaction was successful and the device has reported that the setting has been successful

• The transaction was unsuccessful either because the handset rejected the message OR the server timed out after 3 minutes

Create Configuration Settings You can create your own settings using the pre‐defined configuration profiles available the Telstra MDM portal. This will allow you to customise the various fields associated with a configuration profile for your company. For example, if your employees are not allowed to use ActiveSync when roaming, an ActiveSync setting can be created for your company with the roaming disabled. Step 1: Select a pre‐defined configuration profile to customise From the Administration>Configuration>Add Settings screen select a windows mobile configuration profile you would like to customise. NB: Nokia configuration settings begin with Nokia

Step 2: Complete the fields based on your company requirements

• All the mandatory field are highlighted and must be completed

• Click “Add” when finished and the new setting will be saved.


Step 3: Test the new setting After a setting has been successfully added, it will appear with your device on the diagnostics screen. It is strongly recommended that you send the setting to a test device to check that it works as expected before sending it out to employees. Step 4: Modifying your setting If you have made a mistake and need to modify the setting you have created

• go to the From the Administration>Configuration tab

• Click on the setting you have created

• Change the field values

• Click “Modify”

NB: You will not be able to modify the pre‐defined settings Telstra has created


IMPORTANT: Before deploying any settings to staff these should be tested to ensure they have the desired result. Sending incorrect APN or VPN settings can prevent further Telstra MDM transactions and have charging implications so these advanced settings should be tested carefully. The device MUST always have internet access to the following URL in order to operate correctly with Telstra MDM https://dm2.mobile.telstra.com/*. If routing via a private APN or VPN, this URL MUST be accessible.

Deploy Enterprise Software The Telstra MDM portal allows you to upload enterprise software for Nokia Symbian devices (.sis/.sisx files) and then send these to devices for installation. An enterprise application can also be uninstalled and you can query the device for a list of software.

Upload Enterprise Software From the Administration>Software>Add screen input the following items:

• Manufacturer/Model

• Software Name (this must NOT contain any spaces)

• *.sis/*.sisx file to upload (this filename must NOT contain any spaces)

• Software version number (optional) Click “Add”


Install Enterprise Software Once the enterprise software has been uploaded, it can then be installed onto the relevant device make/model.

• From the Diagnostic>Software>Install Software tab a list of uploaded software will be shown for that particular make/model.

• Select the “Install” option and click “Send”

• The Telstra MDM portal will then send the software to the device and install it.


• Depending on the software, the user may or may not be prompted. If the user is prompted, they will be required to accept the prompts before the Telstra MDM portal receives a successful response from the device.

Important:

• Software installation will fail if the device rejects the file. The *.sis/*.sisx file needs to be compatible with the device you are trying to install it on.

• When uploading the software, the name must NOT contain any spaces otherwise the installation of the software will fail on the device.

Query Software After the Telstra MDM portal has successfully installed enterprise software on a device, you can query the device to view it’s software inventory.

• From the Diagnostic>Software tab click “Check DM Software”.

• The Telstra MDM portal will then query the device and return a list of software that has been installed by the Telstra MDM portal.


Important:

• The device will only return software applications that have been installed by the Telstra MDM server. It will not return side loaded applications the user may have installed themselves or applications installed on the SD card.

Uninstall Software After the Telstra MDM portal has installed enterprise software, this software can be uninstalled from the device silently without user interaction.

• From the Diagnostic>Software>Uninstall Software tab click “Uninstall”

• The software will be uninstalled from the device


Important:

• Some enterprise software can be designed to prevent un‐install. If this is the case un‐install will fail.

Security In order for security settings to work on Nokia devices, the device must be enrolled and the security policy MUST be enabled (device security indicator § appearing on the screen). See the device enrolment section.

Lock Where a device is enrolled, the IT administrator can then remotely lock this device at any time when the device is in coverage.

• Go to Diagnostics>Security tab

• Click “Lock Device” button Important:

• Once locked, the default device password will changed to a random 8 digit password by the Telstra MDM portal. This random password is shown on the portal. The device can be unlocked using this random password or alternatively an unlock command sent to the device from the Telstra MDM portal


Unlock Where a device is enrolled, the IT administrator can then remotely unlock this device at any time when the device is in coverage.


• Click “Unlock Device” button

Important:

• This command will unlock the ActiveSync password (if the device has been locked by ActiveSync), although it will not remove the ActiveSync IT policy ie the device will be locked again by the ActiveSync policy after the specified period of time.

Wipe Where a device is enrolled, the IT administrator can then remotely wipe this device at any time when the device is in coverage. THIS WIPES THE ENTIRE DEVICE INCLUDING THE SD CARD.


• Click “Wipe Device” button


Note:

• Wiping the device deletes all company and person information from the device and SD card. The user will need to restore their personal information via desktop sync

• The device will need to be re‐enrolled if the Telstra MDM portal wants to send further settings.

• The Telstra MDM server will timeout after 3 minutes if it does not receive a successful notification from the device

Security Policies Nokia devices support the following security policies: Enable/Disable Access Point Policy

Connections settings will appear with a lock symbol and cannot be edited or deleted

Enable/Disable Device Management Policy

The Telstra MDM profile will appear with a lock symbol and cannot be edited or deleted

Enable/Disable WLAN Policy

Device will not allow a connection to a WLAN access point (can still discover access points)


Enable/Disable Data Sync Policy

Locks/Unlocks the data sync profile

To set a security policy:


• Select the relevant policy you want to enable/disable

• Click “Send”

To check the policies on a device:


• Click “Check Policies” A list of the policies will then be returned from the device


Reporting From the Admin Reports screen, standard reports are available. Once a report has been run, data can be exported to a .csv file for further manipulation. All reports can be run on an ad‐hoc basis(ie as needed). The command history report can also be run on a recurring basis(ie daily, weekly, monthly). To run an adhoc report: • Go to Administration>Reports • Click the add “(+)” link in the Ad‐hoc report row • Select the report you want to run

The following standard reports are available on the Telstra MDM portal:

Report Name Description Type of Report User/Device Inventory

A list of all your mobile numbers, device models and device serial numbers(IMEI)

Can be run on an ad‐hoc basis only ie once off as needed

Device Application Inventory

Provides a list of software installed on the device by the Telstra MDM server


Device Firmware Summary

A list of firmware version returned from the device when queried by the Telstra MDM server


Traffic and Downloads Report

A view of how much data is being transferred between the Telstra MDM Server and each device


Command Details Report

List of all the settings that have been sent to the device

Can be run once, daily, weekly or monthly

Recurring reports can be scheduled from a set date/time and will then be run automatically by the Telstra MDM Portal every day, week or month. The Telstra MDM Portal will save these recurring reports for a period of 90 days and then delete them. To schedule a recurring report • click the add “(+)” link to create either a daily, weekly or monthly report. • Select the report you wish to run from the drop down list • Give the report a name • Select the date and time you want the report to run from


The Telstra MDM Portal will then schedule your report to run and a list of scheduled reports and status are listed when you click the listed ”(L)” link from the Admin Reports main screen. To delete a recurring report click the delete link.

Once a report has been successfully run, the report can be viewed and exported by clicking on the view “(V)” link from the Admin Reports main screen.

FAQs How do I access the Telstra MDM Portal?

https://mdm.telstra.com

How do I get a login? The first time you login you will need to contact the Telstra MDM helpdesk at [email protected] and get a password

How do I get support? Send an email to [email protected] What is enrolment? A process of setting up authorised authentication between

the device and the Telstra MDM portal. Only needs to be done once per device (unless the device is hard reset)


What if an employee leaves the organisation?

The device can be wiped remotely and the user will need to restore personal items via the desktop

Will Exchange Server security settings clash with the Telstra MDM settings?

Locking the device via the Telstra MDM portal may overwrite the ActiveSync password policy. It is recommended you test devices with your ActiveSync policy

Can I get Telstra MDM access on standard data plans?

No, each user must have a Telstra Mobile Connect data plan to be eligible

Will Telstra MDM work with other carrier’s SIM cards

No

Are my passwords and settings sent to devices protected

Yes the Telstra MDM server sends all settings to the device via SSL encryption

Will Telstra MDM work while the user is roaming internationally

Yes, however international roaming charges apply. It is also only available in countries where Telstra has International Roaming arrangements with carriers. Features and capabilities can differ from network to network & will depend on the devices you are using. Telstra cannot guarantee that services will be available at all times.

Will Telstra MDM work with other carrier’s devices

Nokia devices from other carriers may work on Telstra’s MDM portal if the device is using a Telstra SIM . However, Telstra cannot guarantee that it will.

Why doesn’t the Telstra MDM portal display a picture of the users device?

The device has either been swapped recently or is not supported on the portal. Telstra refreshes device information every night.

How do I know when a setting has been successfully sent to the device.

Under the recent actions panel the status of all settings you send are listed. Note that it can take up to 3 minutes for the Telstra MDM Portal to return a failure as this is how long it takes to timeout

Why do I need to group my mobile users under a single billing account?

This allows you to manage all these users with a single login. You would need to manage multiple logins and passwords otherwise.

Definitions Telstra MDM Telstra Mobile Device Management Enrolment Process of setting up authentication between the device and the Telstra

MDM portal. If successful, server authentication credentials are stored on the device and the server can send settings to the device silently

Configuration Setting Sends the device instructions to add or change it’s settings. Configuration settings are created using pre‐defined configuration profiles where the various values to be used with the configuration setting are defined.

Configuration Profile Used to create configuration settings. Configuration profiles define the various values a configuration setting can change on the device.

IT administrator A person or persons nominated by the customer to manage their fleet of devices

APN Access Point Name. A connection address used by your device to connect to the internet or private network.

VPN Virtual private network. Allows a device to connect to company resources in a private manner over the internet.

IMEI Unique 15 digit serial number of a device


Nokia is a registered trademark of Nokia Corporation.

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