1. RNT Spam Filtering Michael Del Valle

2. Briggs & Stratton Michael Del Valle In business 100 years- worlds largest small engine manufacturer Using RNT since 1999 - v3 14 interfaces Didn’t understand the impact of having a “correct” URL, Mailbox name, etc. Manage customer EMs, not Spam. 1-14-09 Mug

3. RNT Spam Filtering in 3, easy steps Michael Del Valle Set up RNT mailbox to receive undeliverable messages Set up Barracuda Spam Filter to quarantine all suspect spam Check with the filter each day to “approve” e-mail into RNT queue or “decline” Spam 1-14-09 Mug

4. OK, so there’s more to it… Michael Del Valle You will need to check your e-mail (not in RNT) for undeliverable messages- What do you do with them? Fix? Ignore? What happens when customer provides bogus contact info? You will need to determine what is Spam and what isn’t Often means opening suspect subject lines. Barracuda Spam filter works best with at least 200 identified Spam AND non-spam e-mails What do you do with those e-mails that sneak past and get in the queue? – Set to Answer or delete from queue. 1-14-09 Mug

5. So, why do it at all? Michael Del Valle Saves time and confusion Reps will not see Spam in RNT queue You (reps?) will not have to take time to open and decipher from within queue Accuracy and integrity of e-mail analytics numbers Improves Cust Sat- you will have opportunity to see if customer e-mail bounced-might want to call customer? Customer Support/Service - Identifies customers with incorrect email addresses and provides an opportunity to fix customers mistakes. Customer does not have to be involved. 1-14-09 Mug

6. Set Up RNT Mailbox Michael Del Valle Allows returned messages to be delivered to Admin personnel 1-14-09 Mug

7. Set Up RNT Spam Filter Michael Del Valle RNT Custhelp- My Stuff > My Overview>Spam Filtering 1-14-09 Mug

8. Set up RNT spam filter Michael Del Valle Barracuda filter Portal- NOTE: Arrows are another server/Login 1-14-09 Mug Turn off any pop-up blockers

9. Quarantined Spam list Michael Del Valle This is the “holding pen”- but we need to modify the settings first 1-14-09 Mug

10. Preferences - Whitelist/Blacklist Michael Del Valle Add Admins EMs to the whitelist Use blacklist if Spam gets into queue - typically because you told the filter it wasn’t spam. 1-14-09 Mug

11. Preferences - Quarantine Settings Michael Del Valle Enable Quarantine- Yes Quarantine Notification – Add Admin EM. Set for Daily.You get an EM when there is something in Quarantine, but only once a day, or week, or never. Save Changes – ea. sect. 1-14-09 Mug

12. Preferences - Spam Settings Michael Del Valle Enable Spam - Yes System Defaults – No Tag=10, *Quar.- can start with 0, Block=10 BBL- Needs to be @ 200 min. for each before filter works better - How do you get there? Select from list Save Changes – ea.sect. 1-14-09 Mug * Setting to ‘0’ only places suspected spam in Quarantine. Change setting as you reach the “magic 200.” Balance between queue and Quarantine

13. Now you can start sorting Michael Del Valle Some Spam is obvious, others-not so much. Double click to see what it really is 1-14-09 Mug

14. Double Clicking opens EM Michael Del Valle You can then go back and deliver “Classify as Spam” or not 1-14-09 Mug

15. Now you can start sorting pt.2 Michael Del Valle If you are not sure – “Deliver” Don’t select from Spam or Not 1-14-09 Mug

16. What does the Queue look like? Michael Del Valle Look Ma, No Spam! But, you may have to find contact info 1-14-09 Mug

17. But…the work isn’t over; check your EM Michael Del Valle CAPTCHA- Completely Automated Public truing Test to tell Computers and Humans Apart Mail Delivery Failure Undeliverable message Customer replies from a different EM, other than was used in original Ask a Question form Might see an EM that was delivered in Queue 1-14-09 Mug

18. How do you “fix”? Michael Del Valle Sometimes, you can’t “fix” View Message- you@yhoo.com, me@hotmial.com, etc. - easy fixes. See if contact info is available Google Unfortunately, AOL, Yahoo, Earthlink, etc. sometimes gives “false” positives 1-14-09 Mug

19. Making sure your reply isn’t considered Spam Michael Del Valle Subject Line Setting- First sentence of customer e-mail is subject Use a Logo in your header Make sure your “Display Name” makes sense From: “Your brand eSupport” Can you create a “branded” Mailbox? yourbrand@custhelp.com What is RNT doing? Recent re-listing with Mail Whitelists Nov ’08 release- Unified Email Bounce Management- Automatically handles hard-bounced emails and provides agents with delivery information regarding bounced emails. Improve customer communication, customer data management, and reduce time required to manage bounced email information. 1-14-09 Mug

20. Questions? Michael Del Valle 1-14-09 Mug