verifone & ring central install guide

VeriFone & Ring Central Install Guide Version 15

Updated 7/26/2018

Contact Info:

Professional Services – Project Team

5735 W. Old Shakopee Rd. #100 Bloomington, MN 55437

Help Desk Phone: 952-912-9222 Email: [email protected]

Gymboree POS Omni Support Team: 415-278-7768

mailto:[email protected]

VeriFone & Ring Central Install Guide

Confidential of 27 7/26/2018

The information contained in this document is privileged, confidential, and protected from disclosure. Any unauthorized use,

printing, copying, disclosure, dissemination of or reliance upon this communication by persons other than the intended recipient

may be subject to legal restriction or sanction.

Code of Conduct: Upon acceptance of a TDX Tech work order, the technician is required to read over this document and accept all terms and conditions. The technician’s arrival on-site will serve as an acceptance of the terms and conditions included in this document. If you do not agree with all terms and conditions listed or cannot meet the scheduled installation date, technician must contact TDX Tech to get work order released immediately. Technician will be representing TDX Tech while on site. At no time during the install should any company name other than TDX Tech be mentioned to the client. Technician is to look over installation guide and work order before scheduled installation. Technician is also required to bring these documents to site, unless otherwise noted.

1. Work Order

2. Installation Guide

Please comply with the following requirements when on-site: 1. Be on time

2. Dress appropriately, business casual, and observe proper hygiene practices

3. No use of foul or offensive language

4. No food or drink on the sales floor

5. Act professional and courteous to Client’s personnel and customers If technician is caught committing any crime while on-site, they may be prosecuted at the discretion of TDX Tech and the Client. Technician must have all tools listed under “Tool Requirements” section of the work order and installation guide. Technician must also have a reliable vehicle to arrive on-site and on time. If any complaints or issues are reported while technician is on-site, the agreed paid amount will be reduced or eliminated and technician will no longer be used for TDX Tech projects. Technician must submit all pictures and signed TDX Tech Work Order to TDX Tech Help Desk. If technician does not submit pictures and signed Work Order within 24 hours of completed of install, there will be a deduction of 10% of the agreed upon spend limit. If technician does not submit pictures and signed Work Order within 48 hours of completion on install, the Work Order will be closed out in the amount of $0. If technician has any questions regarding installation or documentation, they are to contact TDX Tech help desk immediately 952-912-9222.

Thank you for accepting the work order. We appreciate your interest and look forward to working with you.






PROJECT OVERVIEW:

Gymboree has contracted TDX Tech to assist with a VeriFone MX915 cable removal and installation for all of their

locations in the United States. The purpose of this project is to prepare the VeriFone devices already installed at the store

for the new POS equipment that will be installed later this Fall/Winter. The existing Cat5e “Yellow” cable connected to the

VeriFone MX915 will be removed and replaced with “Purple” cable. Additionally, it will add an external interface, which

will require some additional configuration after installation of the hardware.

GENERAL INSTRUCTOINS:

Observe the requirements in the Technician Code of Conduct.

Thoroughly read through installation guide and all associated documents referenced BEFORE arriving on-site. This guide and all referenced documents MUST be brought to the service location. Failure to bring the required documents will result in an unsuccessful installation.

Technician MUST be on time, NO exceptions.

Check IN and OUT with TDX Tech Help Desk 952-912-9222

DOCUMENTS REFERENCED: TDX Tech Work Order: This must be completed in full and signed off by the manager. MUST be submitted to

TDX Tech upon completion of installation. ([email protected])

New Store Install Guide: This guide must be printed out and brought to site each day to effectively complete the scope.

TOOL REQUIREMENTS:

The following tools will be required to be brought to site in order to complete the work described in this guide. If tools are missing from this list you will be asked to go purchase them at a nearby store and return with enough time to complete the scope. You will not be paid for this time away from site.

Cabling Tool Kit Basic PC Tool Kit Digital Camera Cell Phone Screwdrivers (Phillips and Regular) Cable Management Velcro

CHECKIN PROCESS:

Call TDX Tech Help Desk @ 952.912.9222 TDX will advise how many VeriFone’s tech will be updating on site Introduce Self To Site Manager Verify equipment is onsite






VERIFHONE HARDWARE INSTALLATION:

SHIPPED EQUIPMENT: The following equipment will be shipped to the stores. There will be one set of equipment per VeriFone device that will be

reused in the future upgrade. Each set consists of the following:

- External Ethernet interface box

- External power supply

- Ethernet to USB cable

- Standard Ethernet cable

PLEASE ENSURE THE KIT IS COMPLETE BEFORE STARTING.

If not, please contact the TDX Tech Help Desk.






1) Locate VeriFone 1 device located at POS 1 and remove it from the stand.

2) Turn over the device and locate the interface box underneath. To remove the interface box, press the two tabs and slide the interface box out towards the back.






3) After the box is slid out, you will see that a yellow connector is plugged into the box. Slide the metal bracket out and remove the yellow plug.

(For reference, the other end of this cable is a large USB with green insides. The replacement USB cable will replace this

one in the same port although the shape looks different.)






4) Replace the yellow plug cable with the purple one from the kit, and re-install the metal bracket.

5) Note the ports on the external interface box:






6) Install the cable with a USB connector on one end and the Ethernet plug on the other end into the USB port.

7) Connect the USB plug to the back of the register where the large green USB was (plug is still connected in this picture).






8) Install the network patch cable into ETHER Port 2.

9) Connect AC adapter to Port 12VDC.






10) Remove network cable from the back of the register and insert that cable into ETHER 1 on the interface box. Connect the network cable connected to ETHER 2 back into the register network port.

Register USB to USB Port

Wall Jack (internet) to ETHER 1

ETHER Port on Register to ETHER 2






SOFTWARE CONFIGURATION:

1) Connect the AC Adapter to a power source and allow the VeriFone device to power up.

2) After it fully boots to the screen above, press keys “1”, “5” and “9” on the keypad at the same time to get to the login screen shown below.

3) Enter 49626733 (“GYMBOREE”) as the Password then press the green circle (“Enter”) to get to the Home screen for the options. If GYMBOREE doesn’t work try 166831 OR 166832.






4) Once logged in, you will see the below screen

5) Tech will need to confirm the below settings are correct and capture photos of each.

Date and time are correct o Click Home o Click Admin o Click Date and Time o IF not correct – please make this correction






Capture a picture of the VHQ Log: o Click Home o Click Admin o Click Comm o Click VHQ o Click VHQ Log

IF you see the error: Couldn’t resolve host in the photo below– this means you will need to replace the reused patch cable. (In step 10 below)

Capture a picture of Verifone below setting: o Access sysmode; o Tap on Information tab o Installed S/W o Scroll down until you see 2.9.36-275: vhq_sys IF it shows 2.9.36-275: vhq_sys – upon checkout with TDX Report Yes for VHQ Agent is showing






OR you can view the way below;

o Tap on Administration tab o Communication o VHQ Estate Mgr o Config o Scroll down until you see parameter “CustomerID” if it is set to “Gymboree” then the file is

installed properly. IF it shows Gymboree – upon checkout with TDX Report Yes for VHQ Agent is showing

6) Once the above has been confirmed and captured photos. Click Home 7) Click the “Administration” tab,






8) Then the “Communication” tab,

9) Then the “Network” tab, 10) Then the “Ethernet” tab to change the network configuration.






11) Change the Mode from “DCHP” to “StaticIP”. The options to change the network settings will appear.

12) TDX Tech will provide Static IP and Gateway IP information upon check in. The below netmask and DNS will be the same for all store’s;

- Netmask: 255.255.255.0

- DNS1: 172.020.000.026

- DNS2: 172.020.000.027






13) After entering all the network information, click “Apply” to save the settings. Then navigate to the VHQ Estate Manager via Home>Admin> Communications. The directory at the top of the screen is clickable.

14) Click “Status” and then “Enable Heartbeat” **if the Verifone sits on this screen for more than 5 minutes go ahead and proceed to the next step.**






15) Once you see the below hit “159” at the same time. This will take you to the “Home” screen. **You will see many different forms of the below messages. Please make sure you capture a picture of this screen**

16) Click reboot






17) After the VeriFone device boots back up you will see the below Systems Information Screen.

18) Once you see this have the store associate log off/restart the POS to re-initialize the connection between the register and the VeriFone device.

19) Once the POS comes back up, the VeriFone will display the Stores Logo. (examples below)






VERIFONE TROUBLESHOOTING STEPS:

After the above is complete and the heartbeat is still not pinging, tech will need to confirm the below steps.

Confirm Customer ID is listed as

Check network status on the device:

1. Get into the admin screen, hold down 1, 5, 9 2. Enter password, 166831 OR 166832 3. Go to Admin>communication>network 4. Is “Ethernet” up or down?

Is Ethernet enabled:

1. Get into the admin screen, hold down 1, 5, 9 2. Enter password, 166831 OR 166832 3. Go to Admin>communication>network>ethernet 4. Is “enabled’ set to yes? 5. If not tap on the box and set to yes.

If the POS and Verifone state “offline” complete the below steps:

6. Unplug the USB from the brick 7. Power brick 8. Wait 10 seconds 9. Plug USB back into the brick 10. Restart the POS






CISCO ATA REMOVAL:

**TDX Tech will advise once you check in if you will need to remove the ATA – if your site does NOT require removal skip

this step**

This section is to detail the process of removing the Cisco ATA device currently installed at the stores.

1) Locate the networking equipment in the back office area. The AT&T Netgate and Cisco ATA devices may be near the back office computer.

2) Check if it is connected to the ATA; a. If the line connected is going to either a wall plate, or a phone base. This means the store is on VOIP. DO

NOT REMOVE THE ATA. b. If the line is hanging free remove c. If you have a different scenario call TDX Tech.






If the line is hang free:

3) Disconnect the cable from the Ethernet port on the Cisco ATA and replace the cable that is plugged into port 8 of

the AT&T Netgate.

4) Locate the 50’ RJ11 cable in the Phone 1 port of the ATA that runs to the surface mount box. Disconnect the

cable and remove the cable from the installation.

5) Disconnect the power supply from the Cisco ATA and the wall outlet. Place the device, the power supply and any

other cabling into the box and send back to TDX Depot.






YEALINK W56P BASE STATION & (2) HEADSET INSTALL:

This section is for installing the wireless Voice Over IP phone Base Station and cordless phones in the back office area.

Before starting, ensure all equipment has been shipped to the store:

(1) Base Station

(2) Cordless hand sets

(2) Cordless handset charging cradles with USB connectors

(2) Belt clips

(2) Rechargeable lithium batteries

(1) Power adapter with cord

(2) Power blocks with USB plug

(1) Ethernet cable

PORTS:

Port 6 = Ring Central

Port 7 = Countwise

Port 8 = AP






1. Connect network cable to port 6 on the AT&T Netgate router. (**Some locations will already have a cable

plugged into port 6 – that cable will need to be moved to port 7**) IF there is already a cable in port 6 AND port

7 – call TDX immediately!

2. Connect power adapter to power source and then to the Base Station.

3. Place the base station on top of the desk towards the back. It should be located so it is accessible but not in

the way. The Base Station will not be used for answering the phone.

4. Ensure the Base Station powers up.

5. Install lithium batteries to handsets.






6. Connect handset cradle USB cable to USB power block, then connect block to power outlet.

6. Check the handset to determine if the Base has fully powered on and finished configuring. Wait about 5

minutes before troubleshooting.

7. If handset is not configured, it will need to be paired manually:

8. Press the button on the base station for 2 seconds until the Registration LED (first one) flashes slowly.

9. Check the handset, press OK and Register Handset.

10. Choose a base station (should be the first one) then OK.

11. Enter the PIN, default 0000, then done to complete registration.

12. Once registeration is complete – do a hard reboot on the phone. Remove the battery for 5 seconds.

13. Place phone back on bases

14. Have the store Manager place an outgoing call and receive an incoming call to ensure the Caller ID is

accurate. The tech will need to ensure the phone is ringing (with a ringtone and not music).

15. Leave the 2 cradled handsets in the back office

16. Existing phones will continue to be utilized and will not be removed by Seller. Customer will coordinate with

Ring Central (and stores) to port existing store number to new phones on a future date. On this date the store

will have no action to take. Their old phones will be ‘dead’ and their new RingCentral phone will start

receiving calls on their current number.

Ensure any documentation is left behind with any instructions for store associates.






PROJECT WRAP UP:

o Confirm all required photos are taken and paperwork is done prior to leaving site. o Check out with TDX Tech BEFORE leaving site.

Submit all deliverables to [email protected] or the provided Dropbox folder within 24 hours of completion. The following

deliverables are required for payment.

Work Order Pictures listed on work order

Pictures – We are asking for additional photos for a future project. You MUST have the following photos submitted to

complete this work order in full.

1) TDX TECH WO 2) Record both Verifone Serial numbers on work orders 3) Back of VeriFone showing purple cable installed 4) VeriFone MX915 Installed and powered on 5) Front & Back of Cash Wrap 6) Cabling Underneath Cash Wrap 7) Date and Time screen on Verifone 8) VHQ Log screen on Verifone 9) Ring Central MAC Address on phone base 10) Status on Verifone per page 17 of install guide 11) Static IP and Gateway IP settings on VeriFone screen 12) ATA location after removal 13) IT Cabinet w/ Door Open 14) Ring Central Phone Installed

mailto:[email protected]

verifone & ring central install guide

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