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RNT Spam Filtering Michael Del Valle

RNT Spam Filtering Michael Del Valle. Briggs & Stratton. 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. Michael Del Valle.

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RNT Spam Filtering Michael Del Valle

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  1. RNT Spam FilteringMichael Del Valle

  2. Briggs & Stratton • 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. Michael Del Valle 1-14-09 Mug

  3. RNT Spam Filtering in 3, easy steps • 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 Michael Del Valle 1-14-09 Mug

  4. OK, so there’s more to it… • 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. Michael Del Valle 1-14-09 Mug

  5. So, why do it at all? • 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. Michael Del Valle 1-14-09 Mug

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

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

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

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

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

  11. Preferences - Quarantine Settings • 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. Michael Del Valle 1-14-09 Mug

  12. Preferences - Spam Settings • 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. * Setting to ‘0’ only places suspected spam in Quarantine. Change setting as you reach the “magic 200.” Balance between queue and Quarantine Michael Del Valle 1-14-09 Mug

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

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

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

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

  17. But…the work isn’t over; check your EM • 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 Michael Del Valle 1-14-09 Mug

  18. How do you “fix”? • 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 Michael Del Valle 1-14-09 Mug

  19. Making sure your reply isn’t considered Spam • 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. Michael Del Valle 1-14-09 Mug

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

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