call centre manual 04052007

7/29/2019 Call Centre Manual 04052007

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Call Centre Manual



Table of Contents

Page No.

Terminal Operator Guide for Axalto 5100....................................................................6Payment...............................................................................................................................................................6

For Savings and Cheque..................................................................................................................................6

For Credit.........................................................................................................................................................6Manual Credit..................................................................................................................................................6

Balance Enquiry..................................................................................................................................................7

For Savings and Cheque..................................................................................................................................7For Credit.........................................................................................................................................................7

Manual Credit..................................................................................................................................................7

Voucher...............................................................................................................................................................8Additional Options in menu................................................................................................................................9

Refund.............................................................................................................................................................9

For Savings and Cheque......................................................................................................................................9

For Credit............................................................................................................................................................9

Manual Credit......................................................................................................................................................9Pre-Authorisation...........................................................................................................................................10

For Savings and Cheque....................................................................................................................................10For Credit..........................................................................................................................................................10

Manual Credit....................................................................................................................................................10

Reprint...........................................................................................................................................................11Operator Reprint................................................................................................................................................11

Full Reprint........................................................................................................................................................11

Troubleshooting SpeedPoints...................................................................................12Establish what type of communication device they have...........................................12How to re-initialise Terminal Connection...................................................................13

Support Telephone Numbers....................................................................................14FNB Support Telephone Numbers............................................................................15

ABSA Support Telephone Numbers..........................................................................15STANDARD BANK Support Telephone Numbers.....................................................15NEDBANK Support Telephone Numbers..................................................................15Concorde Staff...........................................................................................................16Card Numbers...........................................................................................................16How to Change a Merchant ID..................................................................................17How to do a Cash Transaction..................................................................................18

How to Setup Communication for GPRS / TCPCOM (ADSL)...................................19How to Setup Communication for XLINK Modems and ConnectNet.........................20How to Setup Communication for Radio Pad (Fastnet and Datalinx)........................21Reset Operators Codes.............................................................................................22How to Add Multiple Operators..................................................................................23How to Change Date & Time on the Terminal...........................................................25Questions to ask Merchant when logging a Support Call..........................................26Call Out Procedure...................................................................................................27

2



Standard ISO Response Codes

Terminal Transaction: Error Response Codes

NR Response Code Description Action00 Approved or completed successfully

01 Refer to card issuer Client Contact Issuing Bank

02 Refer to card issuer, special condition Client Contact Issuing Bank

03 Invalid merchant See Page 19

04 Pick-up card if not hostile keep the card05 Do not honour Client to contact Issuing bank

06 Error See Page 12 or Cable faulty , or connection Config wrong on terminal

07 Pick-up card, special condition If not hostile keep the card

08 Honour with identification Confirm clients ID

09 Request in progress Wait for transaction completion

10 Approved, partial

11 Approved, VIP

12 Invalid transaction incorrect information /Redo transaction

13 Invalid amount incorrect amount / Redo transactionBudget for a amount to low, that thecard cannot accept

14 Invalid card number wrong pin / Re Insert Pin15 No such issuer

16 Approved, update track 3 bank is back online

17 Operator Cancelled

18 Customer dispute Client to contact Issuing bank

19 Re enter transaction Re enter Transaction

20 Invalid response software issue/or restart machine/or swap / See page 14

21 No action taken

22 Suspected malfunction

23 Unacceptable transaction fee

24 File update not supported bank is offline

25 Unable to locate record bank is offline

26 Duplicate record

27 File update edit error bank is offline28 File update file locked bank is offline

30 File update failed bank is offline

31 Bank not supported

32 Completed partially reprint to verify

33 Expired card, pick-up

34 Suspected fraud, pick-up

35 Contact acquirer, pick-up

36 Restricted card, pick-up

37 Call acquirer security, pick-up

38 PIN tries exceeded, pick-up

39 No credit account no money/or debit card

40 Function not supported invalid entry

41 Lost card (Contact Bank)

42 No universal account small bank not international43 Stolen card Contact Bank

44 No investment account Contact Bank

51 Not sufficient funds (Contact Bank) Contact Bank

52 No check account

53 No savings account

54 Expired card (Contact Bank) Contact Bank

55 Incorrect PIN

56 No card record bank is offline / Retry later

57 Transaction not permitted to cardholder trying to access accounts thatthe person does not have

58 Transaction not permitted on terminal terminal is not setup for the function

3



59 Suspected fraud

60 Contact acquirer contact bank

61 Exceeds withdrawal limit contact bank

62 Restricted card contact bank

63 Security violation input error

64 Original amount incorrect

65 Exceeds withdrawal frequency

66 Call acquirer security

67 Hard capture

68 Response received too late re do transaction

75 PIN tries exceeded

77 Intervene, bank approval required contact bank

78 Intervene, bank approval required for partial amount contact bank

90 Cut-off in progress

91 Issuer or switch inoperative check switch up and runningcall Craig / Johan / Elliot

92 Routing error restart

93 Violation of law not legal

94 Duplicate transaction reconcile

95 Reconcile error

96 Communication System malfunction (Communication Error between Terminal &Radio pad or Modem) fastnet/iwise/network-IT

98 Exceeds cash limit

76 Approved country club

77 Approved pending identification

78 Approved blind

79 approved administrative transaction Process as debit card

80 Approved national negative file hit OK

81 Approved commercial

82 No security module

83 No accounts

84 No PBF

85 PBF update error

86 Invalid authorisation type redo transaction

87 Bad Track 2 bank offline

88 PTLF error 89 Invalid route service

N0 Unable to authorise

N1 Invalid PAN length

N2 Preauthorisation full

N3 Maximum online refund reached limit exceeded

N4 Maximum off-line refund reached limit exceeded

N5 Maximum credit per refund limit exceeded

N6 Maximum refund credit reached limit for refund

N7 Customer selected negative file reason possible bank issue

N8 Over floor limit

N9 Maximum number refund credits

O0 Referral file full

O1 NEG file problem

O2 Advance less than minimumO3 Delinquent

O4 Over limit table

O5 PIN required debit card holder needs toenter PIN

O6 Mod 10 check

O7 Force post

O8 Bad PBF

O9 NEG file problem Card holder to contact bank

P0 CAF problem Card holder to contact bank

P1 Over daily limit

P2 CAPF not found

4



P3 Advance less than minimum

P4 Number of times used

P5 Delinquent

P6 Over limit table

P7 Advance less than minimum

P8 Administrative card needed

P9 Enter lesser amount

Q0 Invalid transaction date wrong date/check machine

Q1 Invalid expiration date

Q2 Invalid transaction code

Q3 Advance less than minimum

Q4 Number of times used

Q5 Delinquent

Q6 Over limit table

Q7 Amount over maximum

Q8 Administrative card not found

Q9 Administrative card not allowed

R0 Approved administrative request -in window

R1 Approved administrative request -out of window

R2 Approved administrative request -anytime

R3 Chargeback-customer file updated

R4 Chargeback-customer file updated -acquirer not found

R5 Chargeback-incorrect prefix number

R6 Chargeback-incorrect response code or CPF configuration

R7 Administrative transactions not supportedR8 Card on national negative file

S4 PTLF full

S5 Chargeback-approved, customer file not updated

S6 Chargeback-approved, customer file not updated, acquirer not found

S7 Chargeback-accepted, incorrect destination

S8 ADMN file problem

S9 Unable to validate PIN; security module is down encrypter down/office or Craig

T1 Invalid credit card advance amount

T2 Invalid transaction date input error

T3 Card not supported

T4 Amount over maximum

T5 CAF status = 0 or 9

T6 Bad UAF

T7 Cash back exceeds daily limit

00 Successful

A0 Invalid Terminal / Merchant Machine needs to be programmed

A1 No Events available

A2 No Breakdown Levels available

A3 Authorization Unsuccessful - Insufficient Inventory stock shortage – contact office

A4 Authorization Unsuccessful - Could not locate inventory stock shortage – contact office

A5 Advice Unsuccessful - Invalid Transaction ID

A6 Advice Unsuccessful - Velocity Amount Exceeded

A7 Advice Unsuccessful - Velocity Lines Exceeded

A8 Issuer or Switch Inoperative check switch is up and running/Craig

A9 Routing Error redo transaction

AA Message Decode Error

AB System Malfunction check switch is up and running/Craig

AC Response Received Too Late redo transaction

AD Refer to extended response code in message (This is used when a gateway returnsresponse codes that are required to be displayed to the user)

AE Message Sequence Error.

AF Gateway Authorization Failure

B0 Functionality Not Supported

5



B1 Invalid Issue Confirmation Reference

B2 No Reconciliation Entries Found

ERROR Interface Cable Faulty Or Connectionconfig wrong on terminal

Terminal Operator Guide for Axalto 5100

Payment

1. Press the Button under the “PAY” option on the ScreenORPress the Menu Button and Select the “Payment” option and press ENTER

2. Select the Account Type / Payment Method(ie – Savings/Cheque/Credit/Manual Credit/Cash/Loyalty)

For Savings and Cheque

• Select the relevant option

• Swipe Card• Have the client enter the PIN on the PINPAD

• Enter the amount

• ENTER

For Credit


• Swipe card


• Select the budget period

• Enter the Printed BIN (This is the first 4 numbers of the Credit Card Number)

• ENTER

Manual Credit

• Enter the Supervisor Password

• Enter the Credit Card Number

• Enter the Credit Card’s Expiry date

• Enter the Authorisation ID (if applicable)

• Enter Amount

• ENTER

CASH and LOYALTY not applicable at this stage

6



Balance Enquiry

1. Press the BAL option on screenOr Press the Menu button and Select the “BALANCE ENQUIRY” option and press ENTER

2. Select the Account type / Enquiry method



• Swipe Card

• Have the client enter the PIN on the PINPAD


• ENTER

For Credit


•

Swipe card• Enter the amount



• ENTER

Manual Credit





• Enter Amount• ENTER


7



Voucher

1. Enter relevant operator code and password2. Press the VCH option on screen

Or Press the Menu Button and select the “VOUCHER” option and press ENTER.

3. Select the payment method4. Select the service provider 5. Select the voucher denomination6. ENTER

REMEMBER: The speed point will print two receipts. The first one is for the client to sign and return to you and thesecond is the client’s copy which has the voucher pin printed on it.

UITILITY: not applicable at this stage, but this section will deal with bookings, i.e. Computicket, Robben Island Tours,Cable Car Ticketing, etc.

8



Additional Options in menu

Refund

Requires Supervisor Password



• Swipe Card



• ENTER

For Credit


• Swipe card

• Enter the amount• Select the budget period


• ENTER

Manual Credit





• Enter Amount

• ENTER


9



Pre-Authorisation



• Swipe Card


• Enter the amount• ENTER

For Credit


• Swipe card




• ENTER

Manual Credit





• Enter Amount

• ENTER


Settling/Fulfilling/Overrides of Pre-Authorisations

• Select “PAY”

• Select “MAN CR” option (then enter)

• Enter Supervisor Password (then enter)

• Enter “Credit Card Number” (then enter)

• Enter “Expiry Date” (then enter)

• Enter AUTH ID (then enter)

• Enter Amount

Remember : Overriding of Pre-Auths will be accepted at R100.00 under and/or about Pre-Auth amount. In instanceswhere the difference is more than the aforesaid R100.00, cancel the authorisation and fulfil on the Billed amount, or append to the Auth and fulfil accordingly. If unsure, call your supervisor for assistance.

Auth cancellations cannot be done on the Integrated Terminals. To cancel and Auth:

Phone: (021) 401 5445 during office hours(011) 352 5432 after hours

10



Reprint

Two types of reprint

• Operator Reprint

• Full Reprint

Operator ReprintReprints Client Copy of last transaction

Full Reprint

Reprints both Merchant as well as Client Copy of last transaction

(IMPORTANT: if there is a need for a reprint, i.e. Out of paper, Smudged receipt, etc, call your supervisor immediatelyand do not transact on relevant Speed point until approved by your supervisor)

11



Troubleshooting SpeedPoints

Error : COMS Subsystem Error – 96

Establish what type of communication device they have.

1. Radio Pad Fast net (Blue box fast net written on the front)

2. Network X-ink (Silver box X-ink written on the front)3. TCPCOM (PC / ADSL Connection)

Procedure for testing terminal

• Select Pay

• Select Cash (# 5)

• Type in 0.01c

• Enter

• MSG: Requesting funds

• MSG: Confirm Amount

• Cancel

•

COMS 96 Error Re established

If still not working see next options

1. Reset Radio Pad

• Press black button on bottom left of Pad face

• Holding the button down, disconnect power Cable (Plug at top left)

• Plug power back in, keep button down for 4 flashes of the yellow light on the Pad face

• If the terminal still gives the COMS 96 error. Phone the number on the Radio Pad Face (See page 16)

2. Network

• See page 21 how to Re-initialise Speed Point Connection

• If connection still cant be established contact internal IT Personal (see page 14)

12



How to re-initialise Terminal Connection

Where the Host Terminal is a computer

Select

• Start

• Programs

•Start up

• Flush buffer

However, where the Host Terminal is a POS Terminal:Prior to steps mentioned above……..

• Swipe card

• Click on function

• Click on minimise App

Or

Select

• Start

• Settings

• Administrative Tools

• Services

• TCPCOM

• Select restart icon

What is being done to avoid this error:

• Scheduled tasks have been implemented, which run every 45 minutes. This action flushes the various

buffers and re-establishes a “fresh” connection. Hence when you see a black screen popup and runthrough a “command sequence”, please do not close the screen. It will do so automatically. This actionlasts approximately 5 seconds.(NB: Host Terminals need to be active to enable this action)

• The Host Terminal executes an initialise sequence every time the terminal restarts or someone logs onto

the Host Terminal.

• Keep Alive Sessions have been activated on all host terminals to try to retain the established session.

TIP:If unsure: Initialise the Speed Point prior to transaction or call your Supervisor.

13



Support Telephone Numbers

Company Contact Person Cell Number Area Telephone Number

Fastnet Johan (TechnicalManager)

082 563 5242082 774 7660082 570 1328082 566 9457

JHB 012 643 3970086 003 6655

TradeRoot Deon CPT 021 551 5444JHB Technical Nicholas Klotz 083 324 1020 JHB

Sudley Parton JHB

TalliRolls Ken CPT 0860 103 081

Conrad CPT

X-Link Belinda 082 901 0923 CPT 021 686 1620

Heime JHB 08600 95465

Anton 082 554 2311 JHB

Dominic 083 298 9513 JHB

Gabriel JHB

ConnectNet PTA 0861114777

Datalinx CPT 0861112655

14



FNB Support Telephone Numbers

FNB Contact Person Telephone Number Head Office Maxine 021 659 8215

Customer Enquiries 011 369 2800

Fraud 011 352 5910

Lost Card 0800 110 132

Authorizations 021 402 5445 (During office hours)011 369 2888 (After hours)

ABSA Support Telephone Numbers

ABSA Telephone Number Head Office 011 350 4000

Contact Centre 011 276 4000

General Enquiries 0860 008 600

STANDARD BANK Support Telephone Numbers

Standard Bank Telephone Number Customer Enquiries 0860 123 000

011 299 4701

Card Division

General Enquiries 011 421 1000

Merchant Services 011 241 1200

NEDBANK Support Telephone Numbers

Nedbank Telephone Number Card Merchant 0860 114 996

Lost/Stolen Card 0800 110 929

Client Care 0860 555 111

Emergency Helpdesk 011 541 1303

15



Concorde Staff

Colleagues Cell Home

Elliot Bunney 073 698 5206 021 794 7257

Duane Galloway 083 276 0025 021 797 4141

Darrel Rossouw 082 467 0269 021 551 3006

Johan Wasserfall 082 782 9966 021 461 2408

Craig Furter 083 246 5885 021 903 6285Jaco van Coller 082 610 2449

Heinie Venter 083 259 4221 021 553 4221

Michelle Williams 082 491 8779 021 705 3007

Card Numbers

36 Diners Card

37 AMEX

4 VISA

5 Master Card

16



How to Change a Merchant ID

Field Shortcut / Description

• Select Menu

• Select Administrate (# 9)

• Select Services (# 1)

• Type in password 333333 (for managers use only)• Select Merchant (# 2)

• Merch Desc 1 Welcome to

• Merch Desc 2 Hotel name

• Merch Desc 3 more info

• Merchant ID 15 digit number

• Terminal ID 6 digit number

• Help Line Nr 0860 103 639

• Footer 1 switched by

• Footer 2 Concorde Solutions

• Footer 3 up arrow, down arrow, enter • Footer 4 powered by TRADEROOT

• FTR on Slip

• Questions: 0-NO

1-CL2-ALL

• Answer: 2

• Mask Pan

• Questions: 0-NO

1-CL

2-ALL• Answer: 1

• Press < arrow to save current changes

[^arrow select for Alphabet][Select * to switch between letters][Select 0 for spaces between words]

17



How to do a Cash Transaction

• Select Pay

• Select Cash (# 5)

• Type in Amount (e.g. R100.00)

• Confirm Amount

• Enter

18



How to Setup Communication for GPRS / TCPCOM (ADSL)


• Select Menu


• Enter

• Select Service (# 1)

• Enter • Type in password 333333 (for managers use only)

• Enter

• Select Communication (# 6)

• Enter

• Press 2 (encapsulation)

• Enter

• Press 0 (transport)

• Enter

• Press 0 (link)

• Enter

• Press 0 (dest address)

• Enter

• Press 1 (dest port)

• Enter

• Press 0 (signon delay)

• Enter

• Press 2 (repl encap)

• Enter

• Press 0 (repl trans)

• Enter

• Press 0 (repl link)

• Enter

•

Press 0 (repl dest addr )• Enter

• Press 1 (repl dest port)

• Enter

• Press 0 (repl sgnon delay)

• Enter

• Press 35 (response timeout)

• Enter


• Msg: Configuration saved

19



How to Setup Communication for XLINK Modems and ConnectNet


• Select Menu


• Enter


• Enter

• Type in password 333333 (for managers use only)

• Enter


• Enter


• Enter


• Enter

• Press 0 (link)

• Enter

• Type 1263017002 (dest address)

• Enter


• Enter


• Enter


• Enter


• Enter


•Enter

• Press 0 (repl dest addr )

• Enter


• Enter

• Press 0 (repl signon delay)

• Enter


• Enter



20



• How to Setup Communication for Radio Pad (Fastnet and Datalinx)


• Select Menu


• Enter


• Enter

• Type in Password 333333 (for managers use only)

• Enter


• Enter


• Enter


• Enter

• Press 0 (link)

• Enter

• Type 1263017002 (dest address)

• Enter


• Enter


• Enter


• Enter


• Enter


•Enter

• Press 0 (repl dest addr )

• Enter


• Enter

• Press 0 (rpl sgnon delay)

• Enter


• Enter



21



Reset Operators Codes


• Select Menu


• Enter

• Select Operators (# 2)• Enter


• Enter

• Select Add (# 1)

• Enter

• Enter new operator code (6 Digits)

• Enter

• Enter new operator password (6 Digits)

• Enter

• Select Edit (# 2)

• Enter

• Select operator code that needs to be edit

• Enter

• Enter new code (6 Digits)

• Enter

• Enter new password (6 Digits)

• Enter

• Select Delete (# 3)

• Enter

• Select relevant option

• Enter

• Enter


• Msg: Operator Changed

22



How to Add Multiple Operators


• Select Menu


• Enter

• Select Service (# 1)• Enter


• Enter

• Select General (# 1)

• Enter

• Question: Auth Size (Enter Size 6,9)

• Answer : 9

• Enter

• Question: Do op code (Yes or No)

• Answer : Yes (# 1)

• Enter

• Question: Cash Merch Slip (Yes or No)

• Answer : No (# 0)

• Enter

• Question: Cache Catalogue (Yes or No)

• Answer : No (# 0)

•

Enter



23



How to adjust Terminal Print Toner


• Select *• Select System Menu

• Enter


• Select Parameters (# 7)• Enter

• Select Print Contrast (# 2)

• Adjust to 15 with top arrow

24



How to Change Date & Time on the Terminal


• Select *• Select System Menu

• Enter

• Type in Password 3165 (for managers use only)• Enter

• Select Date & Time

• Enter

• Type in Date (DDMMYYYY)

• Enter

• Type in Time (HHMMSS)

• Enter

25



Questions to ask Merchant when logging a Support Call

• Where the person is phoning from

• Contact Person Name & Department

• Contact Person Position held

• Contact Telephone Number

• Description of Error & Error Code (See Page 3-7)

• Location of Terminal

26



Call Out Procedure

• A call out should be authorized by Elliot Bunney before proceeding with the call.

• An amount will be charged for the call out to the Merchant or to the bank.

•Ensure that the Merchant is aware of amount that will be charged.

• Call out information must be added to the call out sheet (see page 31)

• Select Request

• Select Job card (# 73)

• Complete Job card

• After completion submit the form

• The Job card will be submitted to your supervisor for approval

• When approved by your supervisor enter the job card number into your call out register

• After completion of the job, the job card, must be completed and realized. Before realizing the job card please

attach the scanned call out sheet to the job card.

• Now the job card will be sent to the Finance Department for processing of the invoice.

• Please hand Call Out Sheet to Michelle Williams the following day.

call centre manual 04052007

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