ams user guide - advantage network...copyright© 2013 fis 11-january-13 client confidential 4 1...

AMS User Guide

V5.5.21January 2013

AMSUG0113

Table of Contents

Chapter 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Revision Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Chapter 2

AMS Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Rules for AMS Dispatcher/VRU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Outgoing Calls - (AMS Calls You) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Incoming Calls - (You Call AMS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

AMS System Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 3

AMS Dispatches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

AMS Calls a VOICE Contact (V) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

AMS Calls an AUTO ACKNOWLEDGMENT VOICE Contact (VAA) . . 10

AMS Calls an ANSWERING MACHINE or VOICE MAIL Contact (AM) 11

AMS Calls a VOICE PAGER Contact (VP). . . . . . . . . . . . . . . . . . . . . . 12

AMS Calls a DIGITAL PAGER Contact (DP) . . . . . . . . . . . . . . . . . . . . 12

AMS Calls an ALPHANUMERIC TEXT PAGER Contact (ATP) . . . . . . 14

AMS Dispatches to an E-mail Contact . . . . . . . . . . . . . . . . . . . . . . . . . 15

Calling into AMS Dispatcher/VRU to Acknowledge Your Call. . . . . . . . 17

Copyright© 2013 FIS 11-January-13 Client Confidential 2

Chapter 4

AMS Dispatcher/VRU Menus . . . . . . . . . . . . . . . . . . . . . . . . . . 18

AMS Dispatcher/VRU Menu Definitions . . . . . . . . . . . . . . . . . . . . . . . . 20Additional Information Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Update Ticket Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Selection Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

ATM Commands Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Current State Reports Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Miscellaneous Options Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Using Menu Option 92# to Dispatch Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Requests for User IDs and Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 5

AMS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

AMS Reports - Sample EVTH Event History Report . . . . . . . . . . . . . . 28

AMS Reports - Sample STCD Status Code Frequency Report . . . . . . 29

AMS Reports - Sample TPER Terminal Performance Report . . . . . . . 30

Chapter 6

AMS Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

AMS Self Service Online Form Guidelines. . . . . . . . . . . . . . . . . . . . . . 31Default Standard Holiday Schedule Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Custom Holiday Schedule Request Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Appendix A

AMS Status Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63


1
Introduction
The FIS ATM Management System, or AMS is designed to increase the operational time of the ATM network. You may receive calls, pagers or e-mails from this automated fault handling system. When the fault occurs it delivers fault information directly to you, enabling you to give your customers better service.

AMS is a server-based and event driven computer system that receives and responds to a dispatching application and a VRU (Voice Response Unit). When an ATM fault occurs, AMS instantly relays the fault conditions to you. The system operates 24 hours a day, every day, providing up-to-the minute fault coverage. It is programmed by you the customer to call the correct service person based on the problem and time of the day. When you are dispatched to a site, you can request the start time of the problem, a description of the site, information on other people dispatched to the site, and many other functions. You can also call into AMS to request information on any of the sites you service.

This document serves as your introduction to the AMS Dispatcher/VRU. It provides detailed procedures for requesting information from the Dispatcher/VRU and for giving it the information it requires to track the progress of a repair effort accurately.

Revision Log

DateEffective w/Version Chapter Change

January 2013 V 5.5.21 All Document is converted according to the current FIS document standards.Appendix A added.

July 2011 V.5.2.6 All Initial release of this manual.


2
AMS Overview
Figure 1 AMS Overview


Rules for AMS Dispatcher/VRUListen to the Dispatcher/VRU, it guides you through the options for monitoring and responding. You need not wait for the system to finish speaking before entering information or accessing menu options. The Dispatcher/VRU is designed to lead a beginner through entering information, but it lets experienced users progress through system options as fast as they wish.

A touch tone phone is required to access and interact with the AMS system.

After entering information while in the AMS system, always press the pound key (#).

When AMS prompts you to enter a function, you have 30 seconds to respond. After 30 seconds the system times out and ends the call.

When updating information for a ticket, the Dispatcher/VRU says: "please wait." Unless otherwise noted, it gives a message stating the update was successful. If the update fails, it says: "update ignored."

Each time the Dispatcher/VRU contacts you because of a problem, a ticket number is assigned to that problem. You need to remember or record this ticket number. Since multiple problems may occur at a site, the ticket number signifies for which problem you had received the call. You need the ticket number to enter resolution codes, acknowledgments, estimated time of arrival (ETA), etc.

The Dispatcher/VRU says "good-bye" before hanging up.

Outgoing Calls - (AMS Calls You)AMS places an outgoing call in one of these instances:

1. Initial Dispatch: Initial notification of a problem with an ATM.

2. Contact Has Not Arrived: The contact has acknowledged the dispatch, but has not arrived within the maximum time permitted by AMS scripts. Default is two hours.

3. Arrival to Clear Time Exceeded: The contact has been servicing the machine for longer than the maximum time permitted by AMS scripts. Default is one hour.

4. Start to Clear Time Exceeded: The time allowed to clear a ticket from the start of the ticket has been exceeded. Default is two hours.


Incoming Calls - (You Call AMS) The AMS Dispatcher/VRU allows you to query ATMs by calling into the system. You may call AMS to retrieve dispatch information, acknowledge dispatches, update ticket information, and check the current status of your ATMs 24 hours a day.

When you call the AMS Dispatcher/VRU, it prompts you to enter your contact ID and password. After it validates both items, it asks you to enter an ATM ID. After entering an ATM ID, it tells you the status of the ATM and provides the menu options.

AMS System Standards

Contact IDs Each contact (servicer) has a unique contact ID and a one-to-four-digit password which tells AMS who is calling or being called. Each contact is authorized to respond to or query specific ATMs. There can be up to three telephone numbers per contact ID, only one of these may be an e-mail.

Passwords Each contact ID has a unique password. Default: Your password for all contact IDs is your banks four-digit bank number. If you have an alphanumeric bank number, your password is the two-digit numeric portion of the bank number dropping the alpha portion.

Hardware Faults Default: Hardware fault tickets are opened and dispatched immediately based on the day and hours you supply.

Zero Trans Triggers Messages

Default: No Activity tickets are opened and dispatched immediately based on the day and hours you supply. These tickets are informational, and therefore do not accrue downtime on the TPER report. To set up Zero Trans Triggers monitoring or to learn more about it, contact Product Support.

Communication Faults Default: Communication fault tickets are opened immediately and handled internally by our ATM monitoring group, who works with our Network groups to recover ATMs. A manual call will be placed by an operator to you or your servicer if intervention or a reset is needed.

Initial Calls Voice calls: three attempts, five-minute intervals before going on to next phone number, acknowledge during call.Pager/Answering Machine/Voice Mail/e-mail dispatches: Default: One attempt, one-hour interval before going on to next phone number or e-mail. Call into AMS to acknowledge.

Arrival Greater Than Timer Default: Expires two hours after the initial call is acknowledged. The ETA is disabled when the service team enters supervisor/supply mode. This logs an arrival time. Repeats call every two hours until arrival at ATM. After acknowledging, use Option 22# to set an estimated time of arrival.


Clear Greater Than Timer Default: Two hours are allowed for the servicer to clear the fault at the ATM before an escalation call is placed. An arrival time must have been logged to start this timer. Repeats call every two hours until resolved.

Reoccurrence Timer If any fault reoccurs within five minutes of a ticket being closed, the system automatically reopens the same ticket and begins the calling sequence again. The number of times a ticket was reopened is indicated on the AMS EVTH report as a numeric value (for example one or two). An example appears on page 28.

Balancing, Replenishment or, Maintenance, Timer

Default: Thirty minutes are allowed for balancing, replenishment, or maintenance before an escalation call is placed. Repeats call every hour until service is complete. Use Option 91# to reschedule the dispatch when service teams services the ATM for more than 30 minutes.

VRU Options Refer to the AMS Dispatcher/VRU menu definitions on page 20.

ATM Hours of Operation Default: ATMs are assumed to be available to the public 24 hours every day unless you indicate differently. Please provide hours when an ATM is in a mall or locked lobby and inaccessible to the public on your AMS ATM Service Information Form. Then faults during inaccessible hours are not reflected in your monthly AMS ATM Terminal Performance Report (TPER).

Holiday Hours A special holiday table is set up for each bank so that AMS calls your after-hours contacts for the holidays your bank observes. Please use the AMS Legal Holiday Schedule Form to indicate the holidays your bank observes and send the information to [email protected].


3
AMS Dispatches
AMS Calls a VOICE Contact (V)

When the AMS Dispatcher/VRU calls you on the telephone and you are set up as a Voice Contact, the following interaction occurs:

1. Your phone rings and you answer the phone.

2. The AMS Dispatcher/VRU says, “Hello, this is the FIS ATM Management System. This dispatch is for contact ID 1234. Please press any key to continue.” This greeting repeats for three minutes. This is to allow you to set the phone down, put it on hold, or transfer the call to the appropriate person at your bank.

3. You respond by pressing any touch-tone key on the telephone keypad.

4. The AMS Dispatcher/VRU says, “Number of unacknowledged tickets is: 2. ATM 123456, Ticket 1884080, Condition: ENVELOPE DISPENSER LOW. Enter your password to show that you have been notified.”

5. You respond by entering your AMS password then pressing the “#” key.

Figure 1 AMS Calls Voice Contact


6. The AMS Dispatcher/VRU says, “Your call notification has been logged.” This acknowledgement sets a two-hour1 arrival timer. At the end of the period, AMS calls you again to let you know that service has not arrived at the site and if it will take you or your service team longer than that time period to arrive at the ATM. After logging your acknowledgement, you may use the menu option 22# to set an ETA. Then the AMS does not call you back on this ticket until the ETA you have set expires. If additional faults occur, AMS calls you on those.

AMS Calls an AUTO ACKNOWLEDGMENT VOICE Contact (VAA)

When the AMS Dispatcher/VRU calls you on the telephone and you are set up as an Auto Acknowledgement Voice Contact, the following interaction occurs:

1. Your phone rings and you answer the phone.

2. The AMS Dispatcher/VRU says, “Hello, this is the FIS ATM Management System. This dispatch is for contact ID 1234. Press any key to continue.” This greeting repeats for three minutes. This is to allow you to set the phone down, put it on hold, or transfer the call to the appropriate person at your bank.

3. You respond by pressing any touch-tone key on the telephone keypad.

4. The AMS Dispatcher/VRU says, “Number of unacknowledged tickets is: 2, ATM 123456, Ticket number 1884080, Condition: DEVICE IS CLOSED. Press the pound (#) key to show that you have been notified.”

5. You respond by pressing the “#” key.

1. System default, your institution’s arrival timer may be different.

NOTE: Enter the # key on your telephone keypad after each entry to let AMS know you have finished entering numbers.

Figure 2 AMS Calls VAA


6. The AMS Dispatcher/VRU says, “Your call notification has been logged.” This acknowledgement sets a two-hour arrival timer. At the end of two hours, AMS calls you again to let you know service has not arrived at the site if it will take you or your service team longer than two hours to arrive at the ATM. After logging your acknowledgement, you may use the menu option 22# to set an ETA. AMS does not then call you back on this ticket until the ETA you have set expires. If additional faults occur AMS calls you on those.

AMS Calls an ANSWERING MACHINE or VOICE MAIL Contact (AM)

When the AMS Dispatcher/VRU calls you on the telephone and you are set up as a ANSWERING MACHINE or VOICE MAIL Contact, the following interaction occurs:

1. Your phone rings and you, your answering machine, or voice mail answers.

The AMS Dispatcher/VRU says, “Hello, this is the AMS Dispatching system. This dispatch is for contact ID 1234. ATM 123456, Ticket 1884080, Condition: SESSION CLOSED.” This greeting repeats twice and leave the message on your answering machine or voice mail. The message is repeated twice as outgoing messages on answering machines and voice mail vary in length and this makes sure the entire message gets recorded. Then the AMS Dispatcher/VRU says, “To acknowledge call the FIS ATM Management System at 1-866-275-6868, option 4:1 (ring to FIS ATM Management System). Please wait, your call notification has been logged, good-bye.”

#= ACKNOWLEDGEMENT

Figure 3 AMS Calls an AM


AMS Calls a VOICE PAGER Contact (VP)

When the AMS Dispatcher/VRU calls you and you are set up as a VOICE PAGER Contact, the following interaction occurs:

The AMS Dispatcher/VRU calls your voice pager and say, “ATM 123456, Ticket 1884080, Condition: CANISTER 2 EMPTY". This message is very brief as many voice pagers only allow 8 to 10 seconds to leave a message. Then you need to call into the AMS system to acknowledge the call.

AMS Calls a DIGITAL PAGER Contact (DP)

1. The AMS Dispatcher/VRU calls your digital pager and display the following message:

Figure 4 AMS Calls a VP

Figure 5 AMS Calls a DP


a. Return phone number

b. ATM ID

c. Ticket number

d. Work request

i. 1 = Initial

ii. 2 = Contact has acknowledged

iii. 3 = Contact has not arrived in amount of time allotted

iv. 4 = Contact has arrived

v. 5 = Contact has not cleared the ticket in the time allotted

vi. 6 = Ticket has been open too long

vii. 7 = Service level dispatched by another contact or operations

Figure 6 Pager Message

NOTE: To utilize this function, your paging company must use the IXO standard for alphanumeric paging. You may be provided a unique or proprietary phone number, so the provided example and phone number is the standard default number.


AMS Calls an ALPHANUMERIC TEXT PAGER Contact (ATP)

When the AMS Dispatcher/VRU calls you and you are set up as a TEXT PAGER contact, the following interaction occurs:

The AMS Dispatcher/VRU calls your text pager and display the following message:

a. Return phone number & ATM ID

b. Ticket number

c. Fault Condition

d. Work request

1 = Initial text pager display

2 = Contact has acknowledged

3 = Contact has not arrived in amount of time allotted

4 = Contact has arrived

5 = Contact has not cleared the ticket in the time allotted

Figure 7 AMS Calls Alphanumeric Text Pager

Figure 8 Text Message


6 = Ticket has been open too long

7 = Service level dispatched by another contact or operations

AMS Dispatches to an E-mail Contact

When the AMS Dispatcher/VRU dispatches to you by e-mail and you are set up as an e-mail contact, the following interaction occurs:

1. You receive a formatted e-mail from the FIS ATM Management System with the information shown below. The email contains instructions on how to reply to the e-mail dispatch to log an acknowledgement, set an ETA, or enter a resolution code. You should follow the instructions in the e-mail dispatch in order to log your reply in the system properly. You cannot add additional information or alter the header tags when replying to an e-mail dispatch. You need to reply to the e-mail with history. The e-mail address for AMS dispatching only acceptc replies from the formatted e-mail dispatches it sends to you. You cannot use this e-mail for communicating with us or sending in AMS changes. Any e-mails sent to this address other than a reply to acknowledge, set and ETA, or enter a resolution code are considered invalid and are lost.

Once a successful dispatch is logged, it registers within the FIS ATM Management System and updates the dispatching or escalation for that ticket accordingly.

NOTE: You may be provided a unique or proprietary phone number, so the provided example and phone number is the standard default number.

Figure 9 AMS Dispatches to Email Contact


From: [email protected]: your_email_address@your_institution.comSubject: Object ID: GLJ001, Ticket #: 45862905Object ID:GLJ001Ticket #:45862905Status Code:0404Status Code Descr:CARD READER DOWNTicket Start Time:201212180938Ticket Stop Time:Address 1:FISAddress 2:16363 W RYERSON RDCity:NEW BERLINState:WIZip Code:53151Incident:MVT00RB01L

The following data may be updated. When replying to this e-mail, you must include the original message. Do not alter the header tags. After each colon in the header tag, enter the appropriate data you wish to update. After the ACK field, you must enter the positive acknowledgment text (defined below). Upon receipt of this e-mail, AMS will use the current date and time as the acknowledge time for this dispatch, and an absence of the ACK data will result in this e-mail being considered invalid. The ETA data entered MUST be in YYYYMMDDHHMM format, for example: 200108231315. When finished entering data for each header tag, simply reply to this e-mail.

Positive ACK Text: YES

ACK:ETA:Resolution Code:

Figure 10 Email Message


Calling into AMS Dispatcher/VRU to Acknowledge Your Call

When you call into the AMS Dispatcher/VRU, it prompts you for your contact ID, your password, and an ATM ID. Have this information ready before you call the system.

1. Dial 1-866-275-6868 option 4:1 (ring to FIS ATM Management System). You are transferred to the AMS Dispatcher/VRU. The AMS Dispatcher/VRU says, “You have reached the FIS ATM Management System. Press 1#(quickly) to continue in English. Enter your contact ID.”

2. The AMS Dispatcher/VRU says, “Enter your password.” Enter your password followed by the # key. The AMS Dispatcher/VRU says, “Please enter the ATM ID.” Enter the ATM ID followed by the # key.

3. The AMS Dispatcher/VRU says, “ATM 123456, Ticket 1884080, Condition: "SESSION CLOSED."

NOTE: Always press the # key after each entry.

You may be provided a unique or proprietary phone number, so the pro-vided example and phone number is the standard default number.


4
AMS Dispatcher/VRU Menus
The AMS Dispatcher/VRU menus prompt you to select the information you want to receive while logged into the system. You can enter any menu option from anywhere within AMS Dispatcher/VRU. For additional options see page 19.

The following are some of the frequently used menu options:

00# Main Menu

11# ATM Current Status

12# ATM Detailed Current Status

13# ATM Dispatches

15# ATM Description

19# ATM Backlogged Dispatches

21# Acknowledge Dispatches

22# Enter ETA (must acknowledge first)

28# Enter Resolution Code

31# Select a different ATM

72# ATM Commands

81# Report Status of all ATMs

83# Report by Contact ID

91# Reschedule a Dispatch

92# Dispatch Service

93# Refuse Dispatch

94# Cancel Service

95# Speak with an Operator (Opt out 0)


99# Exit

Menu Name Available Options

Initial Dispatcher/VRU Menu 10# Lists choices 11-19: Additional Information Menu20# Lists choices 21-28: Update Ticket Menu30# Lists choices 31-39: Selection Menu70# Lists choices 72: ATM Commands Menu80# Lists choices 81-83: Current State Report90# Lists choices 91-99: Miscellaneous Options Menu

Additional Information Menu 11# For current ATM status12# For detailed current ATM status13# To list dispatches for selected ATM15# For ATM description19# To list backlogged dispatches00# To return to the main menu

Update Ticket Menu 21# To acknowledge a dispatch22# To enter an ETA (Must Acknowledge First)24# To find the next call and acknowledge28# To enter a resolution code

Selection Menu 31# To select a different ATM

ATM Commands Menu 72# To access ATM Commands sub-menu:20# Canister 1 & 2 Totals21# Canister 3 & 4 Totals22# Send ATM download23# Send Remote DES Key Exchange1

24# Last transaction date & time

1. Billable function. Your institution will be billed for each RKDS request.

Current State Reports Menu 81# For current status report of all ATMs82# For current status report by resolution code83# For current status report by Contact ID

Miscellaneous Options Menu 91# To reschedule dispatch92# To dispatch additional service personnel93# To refuse dispatch94# To cancel service95# To speak with an Operator99# To exit


AMS Dispatcher/VRU Menu Definitions

Additional Information MenuFunctions under the 10# menu are inquiry functions. Information is provided on individual machines by the ATM ID (for example, S123456 or D123456). When entering ATM IDs into AMS, the alpha portion of the ATM ID “S” or “D” is dropped. Also the alpha portion of your ATM is dropped if your bank has an alphanumeric bank number. Be sure to press the # sign after each entry.

11# ATM Current Status: This function allows the contact person to enter their contact ID, password, and ATM ID and get the status of the ATM.

12# ATM Detailed Current Status: This function provides the contact person a more detailed description of the status of the machine, including the time and date a ticket was opened.

13# ATM Dispatches: If dispatches have been issued, this function provides information on the dispatches. The ticket number which is given in function 11# is the information that is needed to activate this function.

15# ATM Description: This function provides site codes used by Diebold and NCR as well as the type of ATM machine for the ATM ID entered (for example, Diebold 1063 or NCR 5688).

19# ATM Backlogged Dispatches: If there are any outstanding tickets that is not addressed, this function lists those outstanding tickets. The purpose is to allow the contact to receive all outstanding tickets at once, though they many not yet have been dispatched.

Update Ticket MenuFunctions under the 20# menu allow the contact person to update a ticket. Each ATM fault is assigned a ticket number. At the time the ticket is dispatched through the system, the ticket number is provided to the contact. This number is required for accessing the 20# functions.

21# Accept Dispatch: Used with answering machine, voice mail, and pager calls, this function allows the contact person to accept the dispatch notification of a ticket.

22# Enter ETA: This function allows the contact person to enter the ETA that the ATM will be fixed. The initial call must be acknowledged before and ETA can be set. This should be used immediately after acknowledgement. This is entered in either minutes from the current time of the call (30, 60, 90, for example), or in date and time format (012302#0800, would set the ETA for January 23,2013 at 08:00 AM). If the contact person does not arrive at this time, the timer begins counting down the


time to place a recall. A follow-up call is made to the appropriate contact person. If the person is not contacted, notification is made to the next contact available. The ticket number is required to set an ETA.

28# Enter Resolution Code: AMS resolution codes are optional. You may instruct your service teams to enter resolution codes for ATM tickets at any time. Service teams must know the ticket numbers for the ATM they wish to update. The Resolution Code text then appears on your monthly Event History Report (EVTH).

Resolution codes can be entered at any time while the ticket is still open on the system or after the problem is cleared and the ticket is closed. The resolution code is currently the only menu function that allows you to update a closed ticket. In order to enter a resolution code, you must know the ticket number.

NOTE: You must acknowledge a ticket using menu option 21# when respond-ing to a Pager, Answering Machine, or Voice Mail Dispatch, before AMS allows you to set an ETA using menu option 22#.

NOTE: Entering a resolution code for an AMS ticket is informational only, and does not close or resolve the ticket.

CODE RESOLUTION

1 Miscellaneous

2 Added Cash

3 Bad/Broken Cassette

4 Cleared Jam

5 Money In Drawer

6 Preventative Maintenance

7 Power Failure Branch

8 Power Failure Vicinity

9 Powered Down and Reset

10 Removed Foreign Object

11 Replaced Receipts/Audit Paper

12 Reset ATM

13 Replaced Ribbon

14 Balancing/Replenishment


Selection Menu "31# Select A Different ATM: This function allows the contact to choose a different

ATM.

ATM Commands MenuAMS ATM Command Access Request Form is completed by an authorized signer for your institution and returned.

You may access the ATM commands menu from the main AMS VRU by entering 72# to access these functions directly. ATM Command access cannot be granted to third-party service providers such as NCR, Diebold, or other organizations that have access to other financial institutions via the AMS VRU.

Once set up, contact IDs with ATM command access can be identified on your AMS EVTH report, an AMS spreadsheet that lists all your ATMs and their defined contacts with a plus (+) symbol preceding the contact ID number.

ATM Commands Sub-menuAfter accessing the 72# menu option, the AMS VRU lists a sub-menu of functions:

20# Canister 1 & 2 Totals: Allows the user to query the host and hear the following information for canisters 1 & 2: Canister bill denomination value, canister beginning dollar amount, canister dollar amount dispensed, and ending canister dollar amount.

21# Canister 3 & 4 Totals: Allows the user to query the host and hear the following information for canisters 3 & 4: canister bill denomination value, canister beginning dollar amount, canister dollar amount dispensed, and ending canister dollar amount.

22# Send an ATM Load: Allows the user to initiate a host download command to reload ATM screen data.

15 No Problem Found

16 Vendor Service

17 Card Reader

18 Audit/Journal

19 Deposits


23# Send Remote DES Key Exchange: RKDS (Remote Key Distribution System) allows the user to distribute a ATMs encryption keys without having people at the ATM. Please note that this function is dependent on your terminal having the necessary hardware and vendor software to support RKDS. Each RKDS download you initiate will be billed to your institution if the RKDS is successful.

24# Date and Time of Transaction: Allows the user to hear the last transaction date and time performed at the selected ATM.

ATM Commands Menu - Additional InformationThe AMS VRU reports request canister information from the system and presents it to you as it is defined on the system host. The majority of customers have canister information listed only in canisters 1 & 2, even if an ATM has 4 cassettes. This is because your ATM and the system treat multiple physical cassettes of the same type as one virtual cassette. Exceptions to this are advanced or full-function ATMs and ATMs with custom canister setups. When requesting canister totals through the AMS VRU, any canister bill value is listed as “bill value zero dollars” indicates there is not a system canister set up for the requested ATM.

Sometimes AMS lists only the canister bill denomination and amount out, and does not list a beginning amount or end amount. This is due to beginning totals not being entered when cash was loaded in the ATM to update the system host.

Dial ATMs that run the VISAII protocol when setup designates terminal level totals all canister totals will be combined and list only the bill value of the lowest denomination. For example a Triton ATM that has two cassettes —one with 10s and one with 20s—lists the bill value as 10 and a combined cash total for both cassettes. ATMs set up this way (utilised terminal level totals) include Diebold CashSource Plus 100, Diebold CashSource Plus 200, Triton, Tidel, Cross/Tranax, Wincor-Nixdorf ProCash Compact, and NCR 5303 running Triton emulation.

Canisters defined to dispense non-currency items such as stamps only lists whole-dollar amounts. For example: a sheet of 18 stamps with a value of $6.12 is listed as “six dollars” and is not listed the twelve cents on the VRU. Additionally, the VRU reports coin canisters as “zero dollars.”

NOTE: For questions regarding how your institution’s ATM canisters are defined to the system, or to make canister total adjustments, contact your Product Support representative.


ATM Load AssumptionsNative-dial ATMs with the D prefix cannot accept host-initiated load commands. These ATMs must be physically power-failed to initiate a load. If you attempt to issue a load command to one of these ATMs, the AMS VRU will respond with "Command not available for selected ATM."

Current State Reports MenuFunctions under the 80# menu report the status of current tickets.

81# Report Current Status Of All ATMs: All outstanding tickets in all categories for the contact can be listed by ATM ID.

83# Report Status By Contact ID: The contact ID is requested. The contact ID is entered followed by the # sign. Outstanding tickets assigned to this contact can be listed.

Miscellaneous Options MenuFunctions under the 90# menu are miscellaneous management options that affect the dispatch of a ticket.

91# Reschedule A Dispatch: Allows the contact to restart the entire calling sequence over at the date/time of their choice. Used most often when a previously-set ETA expires or a contact is going off shift and they want to schedule the call for the next morning or for the bank’s after-hours servicer. Ticket ID is required.

92# Dispatch Service: Used to dispatch vendor or second-line service to Diebold or NCR. To utilize this menu option, you must have a vendor contract with Diebold or NCR and have previously provided the Diebold or NCR ATM site code.


Using Menu Option 92# to Dispatch ServiceOption 92# can be used when a branch, after-hours, or first-line vendor has been dispatched on an ATM fault condition and is unable to correct the problem. Rather than manually calling for a vendor or second-line service, this can be accomplished using this menu option. Diebold or NCR receive an automated AMS dispatch that is recorded on your ATM availability reports, which can be a valuable record when researching or disputing vendor bills.

1. Call into the FIS ATM Management System VRU at 1-866-275-6868 option 4:1 (ring to FIS ATM Management System). Have your contact ID, password, ATM ID, and ticket number ready.

2. Once you reach the FIS ATM Management System, the VRU will say, “You have reached the FIS ATM Management System, enter your contact ID.” You respond by entering your contact ID followed by the # key.

3. AMS responds with, “Enter Your password.” You respond by entering your password followed by the # key.

4. AMS responds with, “Enter the ATM ID.” You respond by entering your ATM ID, dropping any alpha characters, followed by the # key.

5. AMS responds by giving you the current ticket status of the selected ATM (for example, “ATM 123456, Ticket number 1884080, condition No ATM Transactions.”)

6. You may now select menu option 92# to dispatch service.

7. After entering 92#, AMS says, “To dispatch service enter ticket number.”

8. You respond by entering the ticket number.

9. AMS responds with the following: Service level 1 initial dispatch. (This dispatches to your already defined Contacts.)

Service level 2 Diebold

Service level 3 NCR

This is followed by, “Enter service level to dispatch.”

10. You respond by entering one of the service levels (1 through 3) followed by the # key.


11. AMS responds with, “Initial dispatch has been scheduled.” A dispatch goes out to the service level you have requested. 93# Refuse Dispatch: When a contact who is unable to respond is called, the

dispatch can be refused by entering 93# after acknowledging the call. The VRU asks you for the ticket number. Once entered, the system calls the next contact for the ATM.

94# Cancel Service: This management function allows the adjustment of contact targets after a ticket has been dispatched. It would be used for instance when a contact has been changed, but the change is not entered on the system. Not available to third-party servicers.

95# Speak With An Operator: This function accesses the ATM support group after opting in with option 0.

99# Exit: This function logs you off the system.

00# Return To the Main Menu.

Requests for User IDs and QuestionsAll requests for a user ID and any question related to the AMS system can be requested through an e-mail to: [email protected]. All other requests for adds/changes or deletes to contacts can be initiated and performed within the AMS Self Service Tool (see page 31).

NOTE: While logged into the AMS Dispatcher VRU menu, enter menu option 95# to speak to an operator in the ATM support group.


5
AMS Reports
By the end of the first week of each month, your institution will receive a set of three ATM reports generated from the AMS system for the previous month, tracking the availability of your ATMs. The reports are as follows:

1. EVTH Event History Report

This report lists all your institution’s ATMs in ascending order and all faults or failures generated by that ATM during the report period. The report lists the date, time, total duration, and the ticket number the AMS system assigns to each incident. This report also shows any comments manually typed into a ticket by the ATM Monitoring Group and resolution codes entered using menu function 28#, if your servicers are required to do so.

2. STCD Status Code Frequency Report

This report lists all ATMs and what failures they have generated during the report period. It lists particular faults such as card reader or receipt printer problems and totals how many times each particular fault occurred as well as the accumulated down time. This report is helpful in identifying problem components that need preventative maintenance or replacement.

3. TPER Terminal Performance Report

This report lists all your ATMs from best to worst performer using in-service time as the measure.


AMS Reports - Sample EVTH Event History ReportThis report lists all your institution's ATMs in ascending order and all faults or failures generated by those ATMs during the report period. The report lists date, time, total duration, and the ticket number the AMS system assigns to issues. This report also shows any comments manually typed into a ticket by the ATM Monitoring Group, and resolution codes entered using menu function 28# if your servicers are required to do so. Tickets with an asterisk (*) are 'needs attention' conditions and do not accrue downtime on the TPER report.

Report:EFAMSMTH VERSION:20130101 213823 HIERARCHY CODE:000 Page: 2 ROW:1 COL:1 00000 Bank of Anywhere 12/01/13 EVTHSystem Number: 1 November 01, 2012 00:00 To November 30, 2012 23:59 Period: 00:00 - 23:59 Report Printed in Local Time Status Codes: ALL START END DURATION DESCRIPTION NOTIFY/ACKNOW ETA/ARRIVE (HH:MM) EVENT # __________________________________________________________________________________________________ ==================================================================================================ID:Txxx001 Bank of Anywhere TYPE: NCR 5888 Regi: Any State==================================================================================================Ticket:DEVICE IN MAINTENANCE 11/07/12 15:55 11/07/12 15:56 0:01 44811047 Ticket:DEVICE IS CLOSED 11/07/12 15:56 11/07/12 15:56 0:00 44811065 1 Ticket:CANISTER 2 LOW 11/08/12 12:27 11/08/12 12:27 0:00 * 44831726 Ticket:CANISTER 2 EMPTY 11/08/12 14:20 11/08/12 16:30 2:10 * 44835338 CONTACT ID 9073 11/08/12 14:20 Incident: MVT00QOZ62 11/08/12 14:27 11/08/12 16:29 CONTACT ID 9073 11/08/12 16:20 Incident: MVT00QOZ62 11/08/12 16:20 Shared Comment: COMMENT1Error Description: Reply e-mail had invalid format. * Does not impact ATM availability.

Figure 1 EVTH Event History Report


AMS Reports - Sample STCD Status Code Frequency Report

This report lists all ATMs and what failures they have generated during the report period. This report also lists particular faults such as card reader or receipt printer problems and totals how many times each particular fault occurred as well as the accumulated down time. This report is helpful in identifying problem components that need preventative maintenance or replacement.

STCD 12/01/12 System Number: 1 November 01, 2012 00:00 To November 30, 2012 23:59 Period: 00:00 - 23:59 Status Codes: ALL OBJECT LOCATION STATUS CODE TICKETS TIME MEAN ________________________________________________________________________________________________ Txxx001 BANK OF ANYWHERE DEVICE IS CLOSED 67 3:11 0:02 DEVICE IN MAINTENANCE 27 0:57 0:02 SESSION CLOSED 1 11:57 11:57 SESSION IS IN LISTENING STATE 4 0:03 0:00 CANISTER 2 LOW 1 0:00 0:00 CANISTER 2 EMPTY 1 2:10 2:10 CONSUMER PRINTER LOW 1 0:00 0:00 SESSION CLOSED 1 1:35 1:35 SESSION IS IN LISTENING STATE 3 0:03 0:01 CASH HANDLER DOWN 1 3:01 3:01 Subtotal 107 22:57 0:20

Figure 2 STCD Status Code Frequency Report


AMS Reports - Sample TPER Terminal Performance Report

This report lists all your ATMs from best to worst performer using in service time as the measure.

00000 BANK OF ANYWHERE Page: 1 TPER 12/01/12 System Number: 1 November 01, 2012 00:00 To November 30, 2012 23:59 Period: 00:00 - 23:59 Report Printed in Local Time O/S + + + + OBJECT IN OUT OF HARD SUPPLY COMMUNI HOST DAILY ID LOCATION SERVICE SERVICE FAULTS OUT CATIONS DOWN BALANCING ________________________________________________________________________________________________ Txxxxx3 01 MAIN STREET 99.72% 0.28% 0.05% 0.00% 0.23% 0.00% 0.29% Txxxxx1 02 LAKE VIEW ROAD 97.89% 2.11% 0.44% 0.00% 1.67% 0.00% 0.12% Txxxxx8 03 MAJESTIC CIRCLE 97.85% 2.15% 0.49% 0.00% 1.66% 0.00% 0.13% Txxxxx9 04 SOUTH AVENUE ROAD 97.72% 2.28% 0.60% 0.00% 1.68% 0.00% 0.06% Txxxxx4 05 CONNAUGHT PLACE 97.69% 2.31% 0.39% 0.00% 1.92% 0.00% 0.21% Txxxxx7 06 CENTRAL PARK ROAD 97.65% 2.35% 0.46% 0.00% 1.89% 0.00% 0.07% Txxxxx2 07 MONTIETH ROAD 97.61% 2.39% 0.50% 0.00% 1.89% 0.00% 0.10% Txxxxx6 08 PARK LANE DRI 96.86% 3.14% 0.45% 0.00% 2.69% 0.00% 0.16% Mean 97.88% 2.12% 0.42% 0.00% 1.70% 0.00% 0.14%

Figure 3 TPER Terminal Performance Report



Index

AAMS dispatcher/VRU menu definitions . 20

additional information menu . . . . . . 20selection menu . . . . . . . . . . . . . . . 22update ticket menu . . . . . . . . . . . . . 20

AMS dispatcher/VRU menus . . . . . . . . 18additional information menu . . . . . . 20ATM commands menu . . . . . . . . . . 22menu definitions . . . . . . . . . . . . . . 20

AMS dispatches . . . . . . . . . . . . . . . . . . 9AMS calls a DIGITAL PAGER contact 12AMS calls a VOICE contact . . . . . . . 9AMS calls a VOICE PAGER contact 12AMS calls an ALPHANUMERIC TEXT PAGER contact . . . . . . . . . . . . . . . 14AMS calls an ANSWERING MACHINE or VOICE MAIL contact . . . . . . . . . . . 11AMS calls an AUTO ACKNOWLE- DGEMENT VOICE contact . . . . . . . 10

AMS forms . . . . . . . . . . . . . . . . . . . . . 31standard holiday schedule form . . . . 41

AMS overview . . . . . . . . . . . . . . . . . . . . 5AMS system standards . . . . . . . . . . 7incoming calls - (You Call AMS) . . . . 7outgoing calls - (AMS Calls You) . . . . 6rules for AMS dispatcher/VRU . . . . . . 6

AMS reports - samplesEVTH event history report . . . . . . . 28STCD status code frequency report . 29TPER terminal performance report . 30

AMS status codes . . . . . . . . . . . . . . . . 43

ATM commands menuadditional information . . . . . . . . . . . 23ATM commands sub-menu . . . . . . . 22ATM load assumptions . . . . . . . . . . 24

Ccurrent state reports menu . . . . . . . . . . 24

Mmiscellaneous options menu . . . . . . . . . 24

Rrequests for user IDS and questions . . . 26

Sselection menu . . . . . . . . . . . . . . . . . . 22

Uusing option 92# to dispatch service . . . 25


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