The Tata Tele Business Services Mobile Device Management (MDM) solution, empowers enterprise IT personnel to centrally manage mobile device assets, deliver a high quality mobile experience and provide data security, while simultaneously maximizing employee productivity and monitoring the cost of mobile use. The solution provides authorised IT personnel with relevant insights on the mobile devices; dynamically deploys enterprises policies and simplifies technical support via remote access. With Tata Tele Business Services’s MDM, every device user can perform optimally within the enterprise device usage policy framework.
Mobile Device Management - Business FAQ'S
Q.What is the Tata Tele Business Services Mobile Device Management solution used for?
A. The enterprise mobility environment creates new challenges for the CIO. Digital mobile devices are becoming more instrumental than ever in the execution of daily tasks. As these devices become more crucial to the enterprise, they create a dual challenge:
How to best control security exposure
How to maximize device capabilities across the business realities
The Tata Tele Business Services Mobile Device Management resolves these challenges by:
Protecting connected employees and the organization by managing high-risk situations
Monitoring mobile asset utilization and control outlays
The Tata Tele Business Services Mobile Device Management solution allows the following capabilities:
Asset Management: This provides a centralized and comprehensive view of both - enterprise and BYOD mobile assets. An IT manager may view all the devices, their assigned applications, their on-device hardware, software and connectivity parameters that are of importance to ensure enterprise mobile use compliance.
Policies Management: This allows the enforcement of on-device password policies, on-device data backup / restore policies, access control policies, including configuration for Exchange ActiveSync, WI-FI, VPN and APNs.
Mobile Applications Management: This allows enterprise IT to define which on-device applications are mandatory and which are prohibited. The system constantly monitors the overall deployed applications across the enterprise's devices and provides a mechanism to define applications' status. It implements the chosen policy through automated procedures of alerting, installing and uninstalling applications.
Mass Deployments: - The application facilitates mass deployment on pre-defined devices groups. Device groups are managed through organizational hierarchies or geography as used by the system, for assets management and Mobile Applications Management. Defining on-device content for a group generates an automated distribution process.
Data Protection: - Allows enterprise IT to locate a device on a map or via its alarm, lock access to it, wipe on-device data from afar and back-up and restore device data. These functions can be also performed by the device owner through the self-service portal.
Usage Control: The usage control function in the application provides dashboard views of the device usage. This analyses calls, messaging, data and roaming usage. It presents an expected enterprise expense, and identifies heavy use groups, along with threshold over/ under utilization.
Remote Support: The Mobile Device Management solution enables IT personnel to assume complete control over enterprise mobile devices from afar. The ability to see the device screen and operate it in real time allows quick understanding of issues and for these to be resolved real-time.
Q.How can I benefit from the Tata Tele Business Services’s Mobile Device Management Solution?
A. The Tata Tele Business Services Mobile Device Management introduces several benefits:
Shifting to new mobile devices: Allows a simple way to shift to a new device by automated enlisting and policy definition processes
Implementing mobile policies: There is a delicate balance between enforcing business security and use of policies; and the fact that most of the devices are owned by users. MDM allows the business to set and define security; data protection and ‘applications use policies’ across the employees' devices, with provisioning and monitoring mechanisms. These operations reduce data security breaches and increases employees' productivity.
Increase efficiency, reduce costs: Advanced support capabilities reduce idle work time and increase employees' productivity. The expense control module restraints the use cost and roaming expenses.
Q.How can Tata Tele Business Services’s MDM software improve enterprise mobility?
A. The Tata Tele Business Services Mobile Device Management solution ensures professionals are always connected; have higher productivity, reduced idle work time while searching for support or using non-work applications. It mitigates mobile work force malfunction risks via remote guidance, by a back office expert. The application reduces usage and roaming expenses, matching price plans to users and their actual consumption. It also resolves stolen / lost device scenarios allowing 24/7 support while reducing the dependency on external support which also reduces security breaches.
Q.How can I register to the service? What is the registration flow?
A. After registration to the service, you will receive a welcome letter. This will prompt you to activate the service with your own password. Once this is done, you will have access to the device management and remote support capabilities. You will also have a dedicated portal through which you can get more information and training material or access to the support team.
Q. Is the solution delivered as a SaaS or an on-premise installation?
A. The Tata Tele Business Services Mobile Device Management solution is presently available as a SaaS solution.
What are the plans available for MDM?
The below plans are available for MDM
MDM Standard with Remote Care
Q. Which data is kept and where?
A. The Tata Tele Business Services Mobile Device Management solution keeps device attributes such as user name, phone number, groups, device vendor details, device model, last seen date, previous backups, password policy status, OS, OS version, firmware version, client version, rooted status, country, roaming, IMEI, IMSI, white-list, violations status, blacklist violations status, remote control enablement, Wi-Fi configuration status, Exchange ActiveSync configuration status, VPN configuration, iOS restriction configuration.
In addition, the system keeps the following information:
Policy parameters as defined by the system administrator such as prohibited applications and mandatory applications
Device users as defined by the system administrator for self-service operations
Device contacts and messages based on the backup policy and its related activities
Use data (calls minutes; messages; data) based on devices internal counters
The data is stored on a hosted system server. All private data stored in the system is fully encrypted.
Q. Is there a limit to data size?
A. There is no limit to the data size.
Q. Can Tata Tele Business Services Mobile Device Management (MDM) solution be used for private devices?
A. Yes, the limitation is as the number of licenses your organization has purchased.
Q.Can Tata Tele Business Services’s Mobile Device Management (MDM) solution be used for devices that are not on the Tata Tele Business Services network?
A. Yes, Tata Tele Business Services’s Mobile Device Management (MDM) solution is mobile operator agnostic. However it is only limited to the number of licenses your organization has purchased.
. Q.Should I use a Mobile Device Management (MDM) solution for all the devices in my organization?
A. You should exercise your judgment regarding the risks. Activate Tata Tele Business Services’s Mobile Device Management (MDM) solution for all the devices, for which you wish to control:
activate data protection capabilities
provision application use
provide better/remote support
Q. Who in my enterprise should operate Tata Tele Business Services’s Mobile Device Management (MDM) solution?
A. Tata Tele Business Services’s Mobile Device Management (MDM) solution is usually managed by an IT stakeholder with data security awareness. This person should take a proactive role in monitoring policy fulfilment. This person should exercise decisiveness and assertiveness. It is recommended to align the mobility policies with the organization’s human resources department. This will ensure employees buy-in to the process.
Q. How can I gain employees' cooperation on device policies?
A. The system is aimed at friendly users. It assumes that the users are known and have a willingness to participate in the organizational effort for better enterprise mobility. There is a need to share the policies with the employees, and the need for it. Continuous and open communication with employees should build their confidence and their desire to be part of the effort. When a deviation takes place, it is better to offer the employee a corrective course of action and not take potentially severe, one-sided corrective measures.
Q.Should all employees have the same mobile policies?
A. No, these can differ by the managerial level or by their professional department, depending on their daily tasks.
Q. How can I best use the management by groups function?
A. Groups within Tata Tele Business Services’s Mobile Device Management (MDM) solution allow you to define the audiences that require different device management approaches. It is best to utilize these groups based on the organizational logic and differences in members’ daily activities. It is best to define groups that represent different needs for application use (such as marketing) or security risks (such as top executives). An inferior practice will be to define groups based on device type. Devices are handled by the policy based on its OS capability so there is no need to define stand-alone groups such as Android devices, iPhone devices, etc. A specific device can be part of only one group and as such, it should be allocated to the best structure that reflects the needs of the organization.
Most of the system’s policies and configurations can be inherited from the parent group allowing you to maintain higher group granularity but with the same policies.
Q. What are the recommended policies for security, apps and backup?
A. Policies are driven by several factors such as:
The business's philosophies
Bring Your Own Device (BYOD)
The internal inherent acceptance by employees to cooperate with the management
A good policy will maintain a proper balance between the interests of the organization and the freedom that employees look for.
Security: Ensure a password for every device. Data protection capabilities are enabled once the client is installed.
Applications: Consumer applications serve professional and personal needs of employees. Make sure to only prohibit applications that generate real threat of data sharing or leakage, and those that do not contribute to the business. BYOD devices should have more freedom in comparison to enterprise devices.
Backup: Define backups for the device. In a stolen / lost device scenario, you might be required to wipe all/some on-device data, but you will have sufficient time to backup prior to deleting the information.
Self-service: Grant self-service capabilities to employees. It will allow them better control over their data while encouraging more cooperation.
Q.Can I operate Tata Tele Business Services’s Mobile Device Management (MDM) solution policies equally over all devices?
A. No, mobile operating systems differ for elements such as password complexity, the ability to remove applications and the ability the remotely takeover a device for support. The system is built in such a manner that all you need to do is to define your policy once, and the system will publish your request to the device and it will be fulfilled according to the capabilities of the operating system.
Q.Can I remotely operate and manage a device without the device holder being aware?
A. Device management regarding policies can be completed without the device holder being aware. A remote takeover for support purposes requires that proactive consent of the device holder is provided.
Q.What self-service operations can my employees undertake via Tata Tele Business Services’s Mobile Device Management (MDM) solution?
A. Employees can perform the following:
Locate a device
Activate device's alarm
Lock a device
Wipe a device directly or after a successful backup
Selectively wipe a device or perform a total factory reset
Activate a backup policy
Backup the device
View device diagnostics
Deploy recommended applications from an enterprise apps portal
Q. How can I grant employees access to self-service operations?
A. When adding a device to Tata Tele Business Services’s Mobile Device Management (MDM) solution, make sure you fill in the user’s email in the 'Add new device' field. This will send a welcome letter to the user, allowing the person to activate self-service capabilities. You can also add this after you have enlisted a device in the system, in the ownership editing screen.
Q. Which mobile operating systems and versions are supported by Tata Tele Business Services’s Mobile Device Management (MDM) solution?
A. The application supports Android 2.3 and above and iOS 4.0 and above.
Tata Tele Business Services Mobile Device Management (MDM) solution TECHNICAL FAQ'S
Q.How secure is Tata Tele Business Services’s Mobile Device Management (MDM) solution?
A. All communications are encrypted using industry standard HTTPS and SSL. The private data that is stored on the system server is encrypted. There is a clear segregation between different customers and users. One customer cannot see the information from another customer. One user cannot control another user’s device.
Q.The SMS (text) message has not reached the target device, what should I do?
A. This is probably an SMS gateway issue. Select the device under the “fleet” tab. Click on the “Send SMS” in the pop-up located at the bottom of the screen.
You can also select the device (or devices) which did not receive the SMS and click “resend SMS”.
Q. The on-device client installation is stuck, what should I do?
A. The device must have a valid SIM card in order to receive SMS messages and push notifications. On-device client installation may take a few minutes in rare cases.
For reinstalling, make sure that the client is not installed on the device. If it is, use the device's "uninstall application" mechanism to make sure that all the files that are related to client are removed.
Make sure that there are no network issues. The client will try to reconnect every few seconds as long as it is running. It will update the capabilities when connected.
To make the client simulate a push notification, open the client on the device, click on options and click on "Sync Now".
I do not see a complete view of all my devices in the system dashboard.
If you cannot see all the devices, it might indicate that not all the devices have successfully concluded their enrolment process. You can check their status via the dashboard view.
None of the Enterprise Mobility operations are working on the target device (backups, location update, application or policy enforcement).
The speed at which a device will perform a task is directly related to the speed at which it receives push notifications. Also, a device with no SIM card or an Android device that is not registered, will not receive any push notifications.
The device client (application) handles requests one at a time. If a device has received a command that requires execution time (get location, for example), and the user issues a backup request immediately after; the backup will not commence until the first command finishes and the device connects to the server to get the next command in line.
If the client (application) is not properly installed on the device, the device will not publish its actual capabilities to the application server. It means that the application server is not ready to properly issue and manage requests.
Tata Tele Business Services’s Mobile Device Management (MDM) solution does not perform "live" and/or "no latency" changes on multiple devices. Requests are published to the device as push notifications via a 3rd party service. Though this usually functions immediately, it might take a few minutes for requests and their change instructions to propagate to the devices.
Q.How can I assign two devices to one employee?
A. Simply define another device to the user. The user doesn’t have to be in the same group. Every device will get its policies & configurations based on its group. When the user logs in to the self- service operation, he/she will see all owned/assigned devices.
I want to swap ownership of a device between employees.
If you want to keep the device in the same group, you can click “edit” and change the user.
You can also select the device. Once selected, click on the “move” tab in the pop-up at the bottom of the screen and select the target group.
Q.How do I know that the inherit policy actually works?
A. If the parent group has an assigned policy and the inherit tab was selected, the inheritance mechanism automatically works.
In general, if the OS supports silent install/uninstall then all actions are silent. If not, a notification is displayed to the device holder which automatically directs him/her to the install/uninstall page of the required application.
The status can always be seen in the “fleet” table.
Q.How do I unlock the device from afar?
A. If you have locked the device and now wish to unlock it, remove the assigned password, if you have assigned one, or indicate it to the device holder.
Q.Can I define application policies via one application for all the devices?
A. No. This is because each mobile operating system (OS) has its own build, even for the same application. For every application that you wish to define across multiple mobile OSs, you should specify and include all the relevant OS versions of this application.
Device’s location failed to be retrieved.
Getting the device’s current location can fail, if the device has no GPS reception and is unable to detect its location via the network.
My device does not show the current location.
Click on the refresh tab to generate updated and accurate device location.
Q.I want to remove a device from the system, what should I do?
A. Use the remove device function in the devices “fleet” view. After removing a device, the device should show an alert saying it was disconnected. The device will try to connect to the server and will fail. If no alert is shown, open the client on the device and click on ‘options’, then on 'Sync Now'. After the device is successfully disconnected, it can no longer connect to the server. Use the device's application manager to completely uninstall the client, instead of just deleting it.
Q.I cannot delete a group from the groups' hierarchies.
A. Make sure that the group does not contain devices allocated to it. Prior to deletion, a group should have no devices assigned to it.
Q.I forgot my login password, what should I do?
A. You can use the “Forgot my password” link available on the login page to reset your password.
If the process was completed successfully you should receive an email with information about how to set a new password.
Q.I added a device but forgot to add a user for that device.
A. Select the "Fleet" tab and click “Edit” and set a user for the devices. New users will receive a welcome email.
Q.I want to move a device to a different group, how can I do that?
A. Select the "Fleet" tab and click “Move” and set the device in its new group.
Q.I want to change the location of a group in the hierarchy. How can I do it?
A. At present, changing a group’s location is not supported in the system. In order to move a group’s location, you will have to move the devices allocated to it, delete the group and define it again in its new location, and re-allocate the devices.
Q.Can I restore a backup to a different device? How can I shift data from one device to another?
A. We consider these backups as private user information and this kind of ‘restore’ can be accomplished between different devices in two ways:
If the new device is added with the same phone number as the old device then it will see all the previous device’s backups
The user can see backups from all his/her devices which has been added to MDM application
Note: Restore can generate duplicated Contacts and Messages. Different devices support different contact attributes. Contacts might be slightly altered and may lose parameters if restored to a different device.
Q.Which content is backed-up and restored?
A. For Android devices: Contacts and Messages.
For iOS devices: Contacts.
Q. Are contacts being restored according to their source?
A. No, the application restores all the contacts to the contacts book in a unified manner, without maintaining its source orientation.
Q.The usage on the expense control is not accurate.
A. Expense control uses the internal device counters to present the implied usage. These counters are not as accurate as the billing system so some differences may occur. However, the numbers will be accurate enough to monitor the usage and generate alerts on exceptional usage.
How can I impose policies?
If an employee does not respond to your device management requests, you can activate event driven enforcements located in the system’s “setting”. In addition, you can manually lock the device with your own set password, and block the device from accessing the mail server or the content container. The device holder will be forced to approach you and fix the policy based on your directive.
How can I know that an employee has uninstalled the on-device application?
The application presents a client removal KPI for both Android and iOS. The administrator can define an alert for this KPI which can be displayed on the dashboard
Q.Do I need to allocate a user for each enrolled device?
A. No, you can define a generic PIN number per group. Every device that is added to this group will be enrolled based on this PIN number. A user can be defined to this device later on.
Q.What is the process for supporting iOS devices?
A. You must complete a few simple steps in order to start adding iOS devices to the system:
Click “settings” in the top left corner on Tata Tele Business Services’s Mobile Device Management (MDM) UI
Fill in the “iPhone certificate request” information and download the certificate request file
If you don’t already have an Apple ID, please create one (for free) at the following link: http://appleid.apple.com/
Sign in using your Apple ID at the following link: https://identity.apple.com/pushcert/
Upload the certificate request file from step 2, after a few seconds your certificate will be ready for download
Upload this certificate in the “Settings” page
Q.How do I add an iOS device to the system?
A. You start by filling in the device’s information, similar to adding any other device. When opening the link from an SMS/Email, instead of downloading an application, you will download a profile. Accept the installation of the profile to complete the registration process.
Q.What happens when you disable the camera via the iOS restrictions configuration?
A.When false, the camera is completely disabled and its icon is removed from the home screen. Users are unable to take photographs.
Q.Can I use the system for managing an iPad or an Android tablet?
A. Yes. Enter an email address instead of entering a phone number. The download client link will be sent by an email instead of an SMS.
Q.I get an error when trying to add a new iOS device
A. This can be caused due to several reasons:
You did not register your organization with Tata Tele Business Services in association with CommuniTake via Apple. There are a few simple steps that must be done with Apple before you can add iOS devices to the system. Please consult the user manual for more details.
The date on your device is totally wrong thus rendering the certificates invalid. Make sure that the device date and year are correct.
Q.I started an import from my LDAP (Global address list) but now I cannot open any group
A. The import process can take some time, driven by the number of groups, users and the changes done in LDAP from the last time an import was completed.
During this time, the system blocks access to all the LDAP groups. The status of the import is displayed in the top right corner.
Q.I connected the system with my exchange server and now new devices cannot access their mail.
A. This means that the exchange settings you have created block all new devices. It means that only devices which are registered to Tata Tele Business Services’s Mobile Device Management (MDM) solution can access their mail.
Once you add a new device to the Tata Tele Business Services’s Mobile Device Management (MDM) solution and set up the exchange account on that device, click the device under the “Fleet” tab, go to security, and change the device to “allowed” in the exchange configuration.
Q.I want to allow/block a device from accessing the ‘exchange’ server but I don’t see the device in the list.
A. In order for the system to change the device’s ‘exchange’ status, the device must first try to connect to the exchange server. Once a connection has been made (even if the device is now blocked) the exchange server “recognizes” the device and the device management system will now be able to find it.
Q.I need to send a status report regarding current system status.
A. The dashboard can be exported to an Excel file by clicking the “Export” button.