VAMS Training Manual - For New Team Members
Table Of Contents
- First Things First - Enrollment On The VAMS System
- Daily routines
- Office hours and team roster
- Assisting Users
- FAQ - Solutions
- VAMS User Guide
- Escalations
- Violations
- Company Hierarchy
- Conclusion
1 - First Things First - Enrollment On The VAMS System
IRS, IRS - P
All users and support team members need to get registered in IRS https://irs.ent.vodacom.co.za/ through their Regional Sponsors irssupport@vodacom.co.za
IRS - stands for Identity Registration System. There are 2 registration systems namely IRS and IRS - P;
IRS is for all Vodacom employees and contractors who are registered via Vodacom directly.
IRS - P stands for Identity Registration System - Partners
These partners have access to register their contractors on behalf of Vodacom through their Admins. There are only 2 IRS - P companies;
- Mobax - Karin De Jonge - Mobax Admin +27 60 981 7800
-
Bidvest - Seitebatso Makara - Bidvest Admn +27 64 801 4384
These 2 admins are responsible for registration for the users, application for whitepages permissions, and vetting/polygraphs
Vetting And Polygraphs
Users will also be required to be vetted and do polygraphs - In the case of the iCrypto team - we get registered by Mel from Vodacom National Security stationed at the Midrand office. Details required are:
- Copy of ID/Passport
- Full names
- ID or passport number
- Cellphone number
- Email address
Vetting Process And Agencies
National Security vetting process queries.
Contractors who are unsure need to engage with their Vodacom regional contact. If regional contact info is not available, the user has to engage with his management to obtain Vodacom contact details that would be able to assist.
Alternatively, users can contact any of the following approved agencies to complete screening and vetting.
Binoset: Hennie Last
Hennielast.binoset@gmail.com
082 891 5271
Bidvest Protea Coin: Vincent Claasen
ClaassenV@proteacoin.co.za
066 255 7954
For iCrypto Team members, Mel [Mealashree 'Mel' Subramanien (also Cliq Key admin) Vodacom National Security
+27 84 995 2539] will register the user with these details in IRS and a profile will be created for the user. A welcome email will be sent to the user via email with the whitepages username such as moyoa001 see inset below;
Once the email is sent the user has to reset the password and log in to whitepages to apply for permissions using this link - https://whitepages.sso.vodacom.co.za/idmdash/#/landing
Four permissions have to be applied for:
- Remedy Production SA - ETOM - Site Access
- Vodadom Network Access
- Vodacom Email Account, and
- Citrix_VPN_Access
Once applied - permissions will take between 48 to 72 hours to be approved and a further 48 hours to be replicated in all integrated platforms.
How to apply for permission;
Remedy Production SA - ETOM - Site Access
- Login to https://whitepages.sso.vodacom.co.za/idmdash/#/landing
- Please select “Access” and then Request and then New Request
-
In the permissions section, please copy and paste the following resource name and select the resource tab that pops up just below the data entry area, Remedy Production SA - ETOM - Site Access
- Please capture your motivation in the “Reason” field eg To access Vodacom sites
-
Please select the profile tab and select the entitlement - 01 Site Access Management
- Please select “Request” at the bottom left of the screen once all data has been captured and the “Request” Button becomes available
- You are DONE 🏆
Vodacom Network Access
- Log on to https://whitepages.sso.vodacom.co.za/idmdash/#/landing
- Please select “Access” and then Request and then New Request
- In the permissions section, please copy and paste the following resource name and select the resource tab that pops up just below the data entry area - Vodacom Network Access
- Please capture your motivation in the “Reason” field eg To access Vodacom sites
- Please Select “Request” at the bottom left of the screen once all data has been captured and the “Request” button becomes available
- You are DONE 🏆
Vodacom Email Account
- Log on to https://whitepages.sso.vodacom.co.za/
- Please select “Access” and then Request and then New Request
- In the permissions section, please copy and paste the following resource name and select the resource tab that pops up just below the data entry area Vodacom email account
- Please capture your motivation in the “Reason” field, e.g., To create a UPN vcontractor email.
- Please Select “Request” at the bottom left of the screen once all data has been captured and the “Request” Button becomes available
- You are DONE 🏆
Citrix_VPN_Access
- Log on to https://whitepages.sso.vodacom.co.za/idmdash/#/landing
- Please select “Access” and then Request and then New Request
- In the permissions section, please copy and paste the following resource name and select the resource tab that pops up just below the data entry area Citrix_VPN_Access
- Please capture your motivation in the “Reason” field eg To access Vodacom remote desktop
- Please Select “Request” at the bottom left of the screen once all data has been captured and the “Request” Button becomes available
- You are DONE 🏆
2 - Daily Routines
Daily App Testing - On a daily basis at 8 am and 5 pm, we need to do VAMS App tests. At least once a week test onboarding to make sure the onboarding is smooth and if there are any issues they can be reported to Vijay (DevOps) to check and rectify. The other tests are for;
- SAR creation
- Pair Cliq key
- ENABLE ACCESS
- OPEN LOCK - Cliq
- STAND DOWN, and
- CLOSE SAR
Create a Fresh Desk ticket when doing the test and send the ticket number to the Vodacom Internal Support Skype chat group.
Please see the attached App testing steps below;
Getting set up and ready to work
- The first place to go is WhatsApp Desktop - check if there are any messages. WhatsApp has to be linked to the official WhatsApp on the VAMS cell phone. This can be linked to 4 more devices, meaning the 2 support members can both have the same WhatsApp on the normal browsers as well as the Remote Desktop.
- Check your emails if there are any messages that require urgent response.
-
SLACK - SLACK is a platform that reports all server faults and we need to check on SLACK to make sure all servers are up and running
Freshdesk
Login to Freshdesk with your iCypto email and password set for Freshdesk. This this the ticketing platform where all tickets are recorded.
When logged in to Freshdesk, click on the plus sign in the top right corner to create a ticket. If the user already exists, you will type the user name, and their name will pop out you select the name and proceed with the rest of the information that needs to be filled. If the user is a new requester then click on ADD NEW REQUESTER
VAMS Dashboard
The VAMS dashboard is a central platform where all the user and site lifecycles are recorded and analyzed.
VAMS Dashboard Access
- Enter the URL in the browser: https://truesa.vodacom.co.za/ICRYPTO/d/8N6jtYZVz/vodacom?orgId=1
- Enter Credentials
- Username: vodacom
- Password: vodacom123
TowerCo Dashboard
Towerco Dashboard Access
- Enter the URL in the browser: https://truesa.vodacom.co.za/ICRYPTO/d/NlfGy6PVz/overview?orgId=1
- Enter Credentials (if requested)
- Username: vodacom
- Password: vodacom123
Dashboard V2
From the VAMS Dashboard select - DASHBOARD V2
This is a more specialized dashboard showing all types of violations per region per contracting company etc
NOW YOU ARE READY TO GO!!!
3 - Office Hours And Duty Roster
Office Hours
As Support team members, we support field technicians from all regions in the entire country. This means we have to be there for them around the clock.
Office hours are;
- 8 am to 4 pm however these can be alternated with either
- 7 a.m. to 3 p.m. or
- 9 am to 5 pm
However; users do not start contacting us for assistance at 8 a.m., but they contact us as early as 5 a.m. - which means the team member with the official VAMS cell phone can start assisting the user.
Standby hours
Standby means working normal office hours as well as after-hours.
Duty Roster
Mondays are reserved days for management to call all teams to the office when required - otherwise Mondays all teams work from home.
There are 2 teams - Team A and Team B
Team A consists of one member of VAMS Support and one member of IHS/MTN support, the same as Team B
Team A works from the office on Thursday and Friday and from home on Tuesday and Wednesday.
Team B works from the office on Tuesday and Wednesday and from home on Thursday and Friday.
4 - Assisting Users
Customer care is at the core of our service as we need to maintain the highest level of professionalism, remaining calm and composed so that our customers may have a high-quality service.
First, we have to introduce ourselves eg, 'Hi this is Matthew from VAMS Support, how may I assist you?' While listening to the user please make notes so that you can create the ticket afterward if you were assisting the user via phone call. For WhatsApp, we do the same and then create the ticket as soon as possible.
NB: ALL tickets must be recorded in Freshdesk at all times, as this is a vital component for the company for the purposes of creating reports, for assessing work done by the support team, and as a point of reference when researching solutions.
SLAs
5 - FAQ - Frequently Asked Questions - Solutions
CLIQ KEY:
Pairing a New Cliq Key:
The process of pairing a Cliq key is very simple.
- Go to your Bluetooth settings on your device and make sure that the key is not paired. If it is, please unpair/forget the key.
- Remove the battery from the key. This will remove any residual charge inside and do a hard reset on the key.
- Restart your device. Shut down and reboot the phone.
- Once the phone has rebooted, turn your Bluetooth back on. You wont be able to pair with the key at this step as the battery is out of the key.
- Open the VAMS App and navigate to the menu icon located at the top right of the main screen and select “Manage Cliq Keys”.
How to unvlock a blocked Cliq Key:
https://truesa.vodacom.co.za/lock/cliqlock/support/resetKey/1.xxx
UNBLOCKING CLIQ KEY PIN - Put the Cliq number starting with 1.__ and enter - this will switch to the browser and then the CLIQ will show the status
FIREBASE:
Failed To Get Firebase Link:
This shows on the WFM/IFS Apps - check if you can get the user account in IDM, confirm whitepages permissions
WHITEPAGES:
Before a user is able to register on the VAMS App, they will need to complete their Vetting and submit this to Vodacom National Security. They then need to register on WhitePages and apply for their permissions.
Required Permissions and where to apply for them:
A user will need to apply for the following permissions:
- Citrix_VPN_Access
- Vodacom Email Account
- Vodacom Network Access
- Remedy_Production_SA ETOM Site Access
To apply, users can log into their WhitePages account on https://whitepages.sso.vodacom.co.za/, select “Access”, then “Request”, and then “New Request”. Users can then type in the permission that they want to apply for, provide their motivation or reason for applying, then at the bottom left of the screen users can select “Request” and then click “Request” to submit. Do this with all of the above permissions. The user will receive an Email when the request is approved. They will then need to wait 48-72 Hours before they can proceed with registration.
VAMS APP LOGIN:
These errors occur during the login process. There are a few different types of error that may pop up.
SSO Blocked:
This occurs when a user is trying to login. The solution is as follows:
- Request that the user provides you with their Registered Full Names, ID number, Cell Number, Phone Type and Model and their Region. Once they provide you with this information, login to IDM through the Citrix portal and search for the user using any of their names, one at a time.
- When you find the user, click on their account, and check the following:
- Email address and VP UPN match.
- TrueSA Enrolment Status is “TO_ENROLL”.
- Vetting Outcome is “PASS”.
- User enabled is “True”.
- If all of these items are correct, you may proceed with enrolment. Provide the user with the following information and ask them to confirm that it is correct. Their VP UPN, their vpAdLogon (WhitePages Username), their ID Number and the company that they work for.
- Once the user confirms that this information is correct, ask the user for their WhitePages password. When they provide the password, let the user know that they will be receiving an OTP via SMS and that they will need to send this to you. The user has 2 minutes to do so before it expires.
- In the Remote Desktop accessed through Citrix, open a new tab and go to (login.microsoftonline.com). Enter the users VP UPN (VContractor Email Address) and the password that they provided you with to login to their account.
- Once logged in, open the security tab, and add a login option. Select the “Phone” option and enter the users cell number. Once you click OK, the user will receive an OTP via SMS. When they send this to you, enter it into the OTP dialog box and confirm.
The users cell number has now been added and the Enrolment Status on their account in IDM should now change to “ENROLLED”. You can let the user know and ask them to attempt the login process again.
VAMS ID VERIFICATION:
The VAMS App registration process consists of logging in and registering your fingerprint, scanning your identity document, and taking a selfie/face scan. Users can sometime experience issues during this process.
Fingerprint Issues:
It is possible that the user may have not registered a fingerprint before installing the VAMS App, or they have more than one fingerprint registered already. Users can try the following:
- Please uninstall the VAMS App and register a fingerprint to the device. Ensure that only one fingerprint is registered otherwise the App my malfunction. You will then need to restart your device and re-download the TrueSA APK file or use the existing APK that is already downloaded to your device in your downloads folder. Install the app and try to do the ID Verification steps again.
ID Scanning Issues:
If a user is having trouble scanning their Identity document, there are a few things that they can try.
- It is possible that the light levels at the location where the user is trying to scan their ID document is either too bright or too dark. In this case, the user should try to move to a different location where the lighting is more neutral and try again.
- The users mobile phone camera lens may be dirty or scratched. In either case, the user can try to clean the lens of the camera and try again, or they can swap cameras and use the front facing camera to scan their ID.
Selfie Issues:
If a user is having trouble taking a selfie/face scan, there are a few things that they can try.
- It is possible that the light levels at the location where the user is trying to take the selfie/face scan is either too bright or too dark. In this case, the user should try to move to a different location where the lighting is more neutral and try again.
- Users are not allowed to wear hats, or any other items that may cover their face in anyway while doing the face scan/selfie. The App will need to see your entire face during this step.
OPERATIONS:
You are not allowed to operate locks outside of the perimeter:
This occurs when a user attempts to access a site and:
- The user is more than 500 meters away from the site.
- The Vodacom provided GPS co-ordinates are off by more than 500 meters.
The solution to this issue is as follows:
- Confirm that the user requested access while on the site or on the way to the site.
- Ask the user to send a picture of the sign post showing the Base Station Number and the name of the site, as well as a GPS location through WhatsApp. Click on the GPS location and this will open Google Maps in a new tab. This will confirm whether the user is on site or not.
- If the user requested access while they are on the way to the site, this error is normal. The user needs to be within 500 meters of the site before they can request access.
- If the user is on site, there could be an issue. Open the Vodacom Site Search on (TrueSA.Vodacom.co.za) and search for the site using either the Base Station Number or the Site Name. Cross reference with the image of the sign post that the user sent to make sure that you have found the correct site on the Vodacom Site Search.
- Copy the co-ordinates. Open the Google Maps tab and get directions to the user’s location from the GPS co-ordinates that you copied. Use the distance measuring tool to measure the distance between the two locations. If the distance measured is under 500 meters, the user should not be getting this error. The user should restart the app and try again. Most of the time, the user will be able to proceed.
- If the distance is over 500 meters, the user will either need to travel to within 500 meters of the incorrect location, or he can proceed by closing the error message and unlocking the manual lock to proceed with tasks, bypassing the app.
- You will need to escalate the GPS co-ordinate mistake to the region if the distance between the actual site location and the Vodacom site location is more than 30 meters.
To do this, open the Google spreadsheet titled; Vodacom_Location_Exchange_Date_Change_Request and fill in the details. Use the Site Code found on the “Site Data” sheet. This will automatically populate most of the fields, and then add in the actual co-ordinates and the distance measured before (30 meters plus).
UPDATING THE VAMS APP:
When an update is available for the VAMS App, users will see a message displayed in the app. Users can simply use this button to update the app, or request a fresh download link from the VAMS Support Team over WhatsApp.
BLUELOCK:
Bluelock failed to communicate:
If a user’s device fails to communicate with a Bluelock door, there are a few things to check:
- Is the user close to the Bluelock door? If not, they will need to move closer as Bluetooth operates at a short range. The user cannot be stood on the other side of the site when trying to operate a Bluelock door.
- If the user is close to the door, they should check to see if the Bluelock shows up on a Bluetooth scan. If the Bluelock is paired with the user’s device, please unpair. If the Bluelock does show up in the scan, the user should refresh or restart the VAMS App and try again.
If the user cannot see the Bluelock on a Bluetooth scan, it is possible that the unit is not powered and may need to be “Boosted”. The user can look around the unit to try and find a hatch or small door where there are connection terminals. These will often be hidden or covered to protect against the elements. The user will need to connect a 12 Volt battery to the terminals to provide it with some power. Once this is done and the unit has been “Boosted”, the user can do another Bluetooth scan. If the Bluelock shows up, the user can then refresh or restart the app and try again to operate the lock.
REMEDY:
Where do Remedy ID's come from?
A user may request to be sent a Remedy ID, or ask where to get this from. The VAMS Support Team cannot provide a user with a Remedy ID. These ID’s will be provided to the users by their managers when the job is allocated to them. Managers will get these from Vodacom when they decide that work needs to be done.
6 - VAMS User Guide
7 - Escalations
NB: When you are not sure about something - Please ask before sending the wrong communication out!
Bluelock is run by Gavin - gavinc@kagtech.co.za +27 83 611 0262 as KAG
The KAG Technical Solutions is reachable via call or WhatsApp at +27 72 425 0002 and +27 68 170 3229
Remedy is headed by Peter - Peter.Boock@vcontractor.co.za the support email is remedysupport@vodacom.co.za and Remedy18IT@vodacom.co.za
UAM Support stands for User Access Management which is managed by IAM - Identint And Access Management led by Josh - Josh.Versfeld@vcontractor.co.za Support email is UAM.Support@vodacom.co.za
Escalate to the respective Vodacom Regional Specialist and cc BTSincidents and not the data analysts
Division
Region
Title
Name & Surname
Email
Mobile
National Security
CEN
Regional Specialist
Hadley Goliath
hadley.goliath@vodacom.co.za
27829944450
EAS
Regional Specialist
Devlon Strydom
devlon.strydom@vcontractor.co.za
27662912761
KZN
Regional Specialist
Anthony Buckley
anthonybrownhenry.buckley@vcontractor.co.za
27763315774
LIM
Regional Specialist
Hendrick Mnisi
hendrickhamilton.mnisi@vcontractor.co.za
2788268315
MPU
Regional Specialist
Clive Masebe
clive.masebe@vodacom.co.za
27829000411
NGA
Regional Specialist
Andre Herbst
andre.herbst@vodacom.co.za
27829900776
SGC
Regional Specialist
Jaco Grobler
jaco.grobler@vodacom.co.za
27829942214
SGS
Regional Specialist
Virgil Smith
virgil.smith@vodacom.co.za
27829948737
WES
Regional Specialist
Jacques Nolan
jacques.nolan@vodacom.co.za
27829940088
NGA
Regional Specialist
Michael Shilajoe
Michael.Shilajoe@vodacom.co.za
829923254
Data Specialist
National
Manager
Robert Bresler
robert.bresler@vodacom.co.za
None
- Cliq
- Incorrect Site Information On the signboard - Escalate to the Vodacom Regional Specialist and cc BTSincidents and not the data analysts
- IDM issues
Description
Issue
Escalation
Email/WhatsApp/Skype/Spreadsheet
Site Data
Site not found on VAMS
Check with the CiiMS Team
btsincidents@vodacom.co.za
serusha.ince@vodacom.co.za
kgotso.ntuli@vcontractor.co.za
Site Data
Site not found on VAMS or in CiiMS
CiiMS Team to escalate to Location Exchange
btsincidents@vodacom.co.za
serusha.ince@vodacom.co.za
kgotso.ntuli@vcontractor.co.za
Site Data
Site not found on VAMS but found on CiiMS
Check with the iCrypto Team
Vodacom Internal Support Skype
Sign Board
Incorrect details on sign board
National Security Regional Specialist
Refer to National Security Email List and
btsincidents@vodacom.co.za
Sign Board
No signboard on site
National Security Regional Specialist
Refer to National Security Email List and
btsincidents@vodacom.co.za
Sign Board
Sign board on site damaged/unreadable
National Security Regional Specialist
Refer to National Security Email List and
btsincidents@vodacom.co.za
Site Coordinates
Incorrect at site
National Security Data Compliance Team
Refer to National Security Email List
Site Coordinates
GPS Mismatch
Add to Location Exchange Spreadsheet
Location Exchange Spreadsheet
Bluelock
Bluelock not loaded onto VAMS
Request that KAG add Bluelock to VAMS
KAG Team WhatsApp
Bluelock
Extreme Cases
Bluelock is run by Gavin
gavinc@kagtech.co.za
+27 83 611 0262
Grablock
Grablock not loaded onto VAMS
Send BS Details, and container serial numbers to Regional Specialists
Refer to National Security Email List
IDM
User showing in IDV but not showing in IDM
Check if user exists in Remedy
RemedySupport@vodacom.co.za
IDM
User Vetting not showing in IDM
Check users vetting status with National Security
SecurityVetting@vodacom.co.za
IDM
User vetting not showing in IDM but vetting
approved by National Security
Check with the iCrypto Team
Vodacom Internal Support Skype
Whitepages/IRS
User has VContractor but not showing in IDM
Check if user exists in IDV
UAM.Support@vodacom.co.za
8 - Violations
This type of violation is when a user creates a SAR and then CLOSE SAR without ENABLE ACCESS - OPEN LOCK and then STAND DOWN. They would have gone from start to end without operating the locks.
When a user creates a SAR and OPEN LOCK, the Application checks the user's GPS location if it matches the GPS location of the site for which the SAR is created.
After the user has completed their task at the site, they need to lock up all the locks they opened and then click on STAND DOWN and then CLOSE SAR. If this is not done the user will get a warning for violation. When users leave the site without performing a CLOSE SAR we send them the message below to alert them of their violation immediately;
Please Note: It is a VIOLATION to leave a site without performing STAND DOWN and CLOSE SAR.
Should anything happen to the site while your SAR is still active, you will be held accountable.
Also, note that the application will not allow you to create a 2nd SAR while there is still an active SAR.
This will be recorded and reported to the region.
The VAMS Site Access Process
From SAR Creation To CLOSE SAR
Welcome Screen - Create New SAR - ENABLE ACCESS
OPEN LOCK - STAND DOWN - CLOSE SAR
To avoid violations, users need to follow these steps when accessing the Vodacom sites
9 - Company Hierarchy
10 - Conclusion
Be teachable - Humble yourself and learn. It does not matter how smart you think you are - be open-minded and learn. VAMS Support is a team of dedicated individuals working together to provide the best customer support and critical infrastructure protection. When you are not sure about something - you should ask or request assistance instead of sending out the wrong assistance to the customer or advising with a wrong solution.
Be accountable to each other - working as a team means depending on each other. When you need to be excused PLEASE NOTIFY YOUR PARTNER so that they may be prepared to take over the platform entirely by themselves.
iCrypto Inc is a Cyber Security company and we should always be vigilant about any suspicious activity such as the email below, do not be gullible to take everything at face value;
NO EXCUSES - SOLUTIONS ONLY!!!