Idirect Quick Reference Training

CUSTOMER QUERIES

WHERE TO START

  1. Find out if customer has an account with Intekom
  1. Search for infranet account no, customer no, domain name
  1. Search for customer on intranet (mailserver)
  1. Search for domain on uniforum (.co.za) of networksolutions (.com)

ESCALTING OF PROBLEM

Before escalating a problem have the following information available for the next person helping the customer.

  1. Infranet account no
  2. Domain name
  3. Problem/Query that customer have
  4. Any history available ex. E-mails sent, communication with customer

WEBHOSTING

Systems you’ll be using for queries

BABYLON
NT ADMIN
SOC
PING

WHERE TO START

  1. Ask customer for his username
  2. Intekom1234
  3. Unicorn1234
  4. Moketni1234

(Know your products – which username is associated with which web server (Unix or NT)

  1. Check domain – on infranet, intranet (mailserver), .co.za or .com
  2. Check SOC to see if domain is linked to website
  3. Check website (ex. Type an check what web page opens)
  4. Check FTP details

Customer only wants web space with intekom

What if customer has domain with another ISP and wants webhosting with Intekom?

We can allocate the web space to the customer but the customer must point the wwwrecords of his domain to Intekom.

WHAT?

The customer will request and ip address from you.

The IP address will vary according to which web space the customer has on which server (Unix or NT)

Unix

IP Address: 196.25.69.13

NT

IP Address: 196.25.69.125

When the customer has done the pointing idirect will log a SOC to link the domain to the customers web space

DOMAINS

In idirect you must know the following:

DNS (Domain name server)
DNS SERVER: - On the server you get zone files (MX, WWW, A, FTP ect)

A domain consist of several records (zone files) which makes “it work”, for instance opens a webpage and let you receive e-mail

Idirect will be using the following domain records

MX- This is your mail (e-mail) records, these records are setup on a DNS server so that you can receive e-mail

WWW – This is your web site records, these records are setup on a DNS server so that you can open you web page

A – This is also your web site records, when you type the web site into your browser the Intekom web page opens up. BUT say for instance you type in intekom.co.za without the www, Intekom’s web page will still open on the correct page. This is because the A records was setup to do so.

SYSTEMS YOU’LL USE WHEN CHECKING A DOMAIN:

INFRANET
INTRANET
SOC
.CO.ZA
.COM
BABYLON
NT ADMIN

When we register or update a domain ourselves the procedure is fairly simple. We add the customer’s details on a online form and submit it to .co.za or .com. Which in turn if everything is OK the domain records will be updated to Intekom

QUERIES WHEN UPDATING A DOMAIN

Most Queries with updating a domain occur when the customer wants to update the domain to Intekom themselves.

They will probably request our DNS records or MX records.

Whenever a domain gets registered it has to be hosted by an ISP so that the cusomer can send and receive e-mail or open up their website. We refer to these records as Primary and Secondary DNS.

Intekom’s DNS

Primary: ns1.intekom.com

IP Address: 196.25.193.2

Secondary: ns2.intekom.com

IP Address: 196.25.69.2

What if a customer only want e-mail with us?

The customer will probably have a domain with another ISP and want a mailbox with his domain name with Intekom.

The customer will request our MX IP addresses

INTEKOM’S MX RECORDS

Primary Mail Server address - also known as
MX priority 10 inside the zone file
mail.intekom.co.za - 196.25.69.16

Secondary Mail Server address - also known
as MX priority 20 inside the zone file
mail.cape.intekom.com - 196.25.193.5