Call Centre Manual

Table of Contents
Page No.

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

Payment...............................................................................................................................................................6 For Savings and Cheque..................................................................................................................................6 For Credit.........................................................................................................................................................6 Manual Credit..................................................................................................................................................6 Balance Enquiry..................................................................................................................................................7 For Savings and Cheque..................................................................................................................................7 For Credit.........................................................................................................................................................7 Manual Credit..................................................................................................................................................7 Voucher...............................................................................................................................................................8 Additional Options in menu................................................................................................................................9 Refund.............................................................................................................................................................9 For Savings and Cheque......................................................................................................................................9 For Credit............................................................................................................................................................9 Manual Credit......................................................................................................................................................9 Pre-Authorisation...........................................................................................................................................10 For Savings and Cheque....................................................................................................................................10 For Credit..........................................................................................................................................................10 Manual Credit....................................................................................................................................................10 Reprint...........................................................................................................................................................11 Operator Reprint................................................................................................................................................11 Full Reprint........................................................................................................................................................11

Troubleshooting SpeedPoints...................................................................................12 Establish what type of communication device they have...........................................12 How to re-initialise Terminal Connection...................................................................13 Support Telephone Numbers....................................................................................14 FNB Support Telephone Numbers............................................................................15 ABSA Support Telephone Numbers..........................................................................15 STANDARD BANK Support Telephone Numbers.....................................................15 NEDBANK Support Telephone Numbers..................................................................15 Concorde Staff...........................................................................................................16 Card Numbers...........................................................................................................16 How to Change a Merchant ID..................................................................................17 How to do a Cash Transaction..................................................................................18 How to Setup Communication for GPRS / TCPCOM (ADSL)...................................19 How to Setup Communication for XLINK Modems and ConnectNet.........................20 How to Setup Communication for Radio Pad (Fastnet and Datalinx)........................21 Reset Operators Codes.............................................................................................22 How to Add Multiple Operators..................................................................................23 How to Change Date & Time on the Terminal...........................................................25 Questions to ask Merchant when logging a Support Call..........................................26 Call Out Procedure...................................................................................................27
2

Standard ISO Response Codes

Terminal Transaction: Error Response Codes

NR Response Code Description

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 51 52 53 54 55 56 57 58 Approved or completed successfully Refer to card issuer Refer to card issuer, special condition Invalid merchant Pick-up card Do not honour Error Pick-up card, special condition Honour with identification Request in progress Approved, partial Approved, VIP Invalid transaction Invalid amount Invalid card number No such issuer Approved, update track 3 Operator Cancelled Customer dispute Re enter transaction Invalid response No action taken Suspected malfunction Unacceptable transaction fee File update not supported Unable to locate record Duplicate record File update edit error File update file locked File update failed Bank not supported Completed partially Expired card, pick-up Suspected fraud, pick-up Contact acquirer, pick-up Restricted card, pick-up Call acquirer security, pick-up PIN tries exceeded, pick-up No credit account Function not supported Lost card (Contact Bank) No universal account Stolen card No investment account Not sufficient funds (Contact Bank) No check account No savings account Expired card (Contact Bank) Incorrect PIN No card record Transaction not permitted to cardholder Transaction not permitted on terminal

Action
Client Contact Issuing Bank Client Contact Issuing Bank See Page 19 if not hostile keep the card Client to contact Issuing bank See Page 12 or Cable faulty , or connection Config wrong on terminal If not hostile keep the card Confirm clients ID Wait for transaction completion

incorrect information / Redo transaction incorrect amount / Redo transaction Budget for a amount to low, that the card cannot accept wrong pin / Re Insert Pin bank is back online Client to contact Issuing bank Re enter Transaction software issue/or restart machine/or swap / See page 14

bank is offline bank is offline bank is offline bank is offline bank is offline reprint to verify

no money/or debit card invalid entry small bank not international Contact Bank Contact Bank Contact Bank Contact Bank bank is offline / Retry later trying to access accounts that the person does not have terminal is not setup for the function

59 60 61 62 63 64 65 66 67 68 75 77 78 90 91 92 93 94 95 96 98

Suspected fraud Contact acquirer Exceeds withdrawal limit Restricted card Security violation Original amount incorrect Exceeds withdrawal frequency Call acquirer security Hard capture Response received too late PIN tries exceeded Intervene, bank approval required Intervene, bank approval required for partial amount Cut-off in progress Issuer or switch inoperative Routing error Violation of law Duplicate transaction Reconcile error Communication System malfunction (Communication Error between Terminal & Radio pad or Modem) fastnet/iwise/network-IT Exceeds cash limit

contact bank contact bank contact bank input error

re do transaction contact bank contact bank check switch up and running call Craig / Johan / Elliot restart not legal reconcile

76 77 78 79 80 81 82 83 84 85 86 87 88 89 N0 N1 N2 N3 N4 N5 N6 N7 N8 N9 O0 O1 O2 O3 O4 O5 O6 O7 O8 O9 P0 P1 P2

Approved country club Approved pending identification Approved blind approved administrative transaction Approved national negative file hit OK Approved commercial No security module No accounts No PBF PBF update error Invalid authorisation type Bad Track 2 PTLF error Invalid route service Unable to authorise Invalid PAN length Preauthorisation full Maximum online refund reached Maximum off-line refund reached Maximum credit per refund Maximum refund credit reached Customer selected negative file reason Over floor limit Maximum number refund credits Referral file full NEG file problem Advance less than minimum Delinquent Over limit table PIN required Mod 10 check Force post Bad PBF NEG file problem CAF problem Over daily limit CAPF not found

Process as debit card

redo transaction bank offline

limit exceeded limit exceeded limit exceeded limit for refund possible bank issue

debit card holder needs to enter PIN

Card holder to contact bank Card holder to contact bank

P3 P4 P5 P6 P7 P8 P9 Q0 Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 R0 R1 R2 R3 R4 R5 R6 R7 R8 S4 S5 S6 S7 S8 S9 T1 T2 T3 T4 T5 T6 T7 00 A0 A1 A2 A3 A4 A5 A6 A7 A8 A9 AA AB AC AD AE AF B0

Advance less than minimum Number of times used Delinquent Over limit table Advance less than minimum Administrative card needed Enter lesser amount Invalid transaction date Invalid expiration date Invalid transaction code Advance less than minimum Number of times used Delinquent Over limit table Amount over maximum Administrative card not found Administrative card not allowed Approved administrative request -in window Approved administrative request -out of window Approved administrative request -anytime Chargeback-customer file updated Chargeback-customer file updated -acquirer not found Chargeback-incorrect prefix number Chargeback-incorrect response code or CPF configuration Administrative transactions not supported Card on national negative file PTLF full Chargeback-approved, customer file not updated Chargeback-approved, customer file not updated, acquirer not found Chargeback-accepted, incorrect destination ADMN file problem Unable to validate PIN; security module is down Invalid credit card advance amount Invalid transaction date Card not supported Amount over maximum CAF status = 0 or 9 Bad UAF Cash back exceeds daily limit Successful Invalid Terminal / Merchant No Events available No Breakdown Levels available Authorization Unsuccessful - Insufficient Inventory Authorization Unsuccessful - Could not locate inventory Advice Unsuccessful - Invalid Transaction ID Advice Unsuccessful - Velocity Amount Exceeded Advice Unsuccessful - Velocity Lines Exceeded Issuer or Switch Inoperative Routing Error Message Decode Error System Malfunction Response Received Too Late Refer to extended response code in message (This is used when a gateway returns response codes that are required to be displayed to the user) Message Sequence Error. Gateway Authorization Failure Functionality Not Supported

wrong date/check machine

encrypter down/office or Craig input error

Machine needs to be programmed stock shortage contact office stock shortage contact office

check switch is up and running/ Craig redo transaction check switch is up and running/ Craig redo transaction

B1 B2

Invalid Issue Confirmation Reference No Reconciliation Entries Found ERROR

Interface Cable Faulty Or Connection config wrong on terminal

Terminal Operator Guide for Axalto 5100

Payment 1. Press the Button under the PAY option on the Screen OR Press 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 Select the relevant option Swipe card Enter the amount 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 Cards Expiry date Enter the Authorisation ID (if applicable) Enter Amount ENTER

CASH and LOYALTY not applicable at this stage

Balance Enquiry
1. Press the BAL option on screen Or Press the Menu button and Select the BALANCE ENQUIRY option and press ENTER 2. Select the Account type / Enquiry method 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 Select the relevant option Swipe card Enter the amount 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 Cards Expiry date Enter the Authorisation ID (if applicable) Enter Amount ENTER

CASH and LOYALTY not applicable at this stage

Voucher
1. Enter relevant operator code and password 2. Press the VCH option on screen Or Press the Menu Button and select the VOUCHER option and press ENTER. 3. Select the payment method 4. Select the service provider 5. Select the voucher denomination 6. ENTER REMEMBER: The speed point will print two receipts. The first one is for the client to sign and return to you and the second is the clients 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.

Additional Options in menu

Refund Requires Supervisor Password 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 Select the relevant option Swipe card Enter the amount 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 Cards Expiry date Enter the Authorisation ID (if applicable) Enter Amount ENTER

CASH and LOYALTY not applicable at this stage

Pre-Authorisation
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 Select the relevant option Swipe card Enter the amount 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 Cards Expiry date Enter the Authorisation ID (if applicable) Enter Amount ENTER

CASH and LOYALTY not applicable at this stage 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 instances where 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 Reprint Reprints 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 immediately and 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. 2. 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) 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 run through a command sequence, please do not close the screen. It will do so automatically. This action lasts 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 Fastnet Contact Person Johan (Technical Manager) Deon Nicholas Klotz Sudley Parton Ken Conrad Belinda Heime Anton Dominic Gabriel Cell Number 082 563 5242 082 774 7660 082 570 1328 082 566 9457 083 324 1020 Area JHB Telephone Number 012 643 3970 086 003 6655 021 551 5444 0860 103 081 021 686 1620 08600 95465

TradeRoot JHB Technical TalliRolls X-Link

082 901 0923 082 554 2311 083 298 9513

ConnectNet Datalinx

CPT JHB JHB CPT CPT CPT JHB JHB JHB JHB PTA CPT

0861114777 0861112655

14

FNB Support Telephone Numbers

FNB
Head Office Customer Enquiries Fraud Lost Card Authorizations

Contact Person
Maxine

Telephone Number
021 659 8215 011 369 2800 011 352 5910 0800 110 132 021 402 5445 (During office hours) 011 369 2888 (After hours)

ABSA Support Telephone Numbers

ABSA
Head Office Contact Centre General Enquiries

Telephone Number
011 350 4000 011 276 4000 0860 008 600

STANDARD BANK Support Telephone Numbers

Standard Bank
Customer Enquiries Card Division General Enquiries Merchant Services

Telephone Number
0860 123 000 011 299 4701 011 421 1000 011 241 1200

NEDBANK Support Telephone Numbers

Nedbank
Card Merchant Lost/Stolen Card Client Care Emergency Helpdesk

Telephone Number
0860 114 996 0800 110 929 0860 555 111 011 541 1303

15

Concorde Staff
Colleagues Elliot Bunney Duane Galloway Darrel Rossouw Johan Wasserfall Craig Furter Jaco van Coller Heinie Venter Michelle Williams Cell 073 698 5206 083 276 0025 082 467 0269 082 782 9966 083 246 5885 082 610 2449 083 259 4221 082 491 8779 Home 021 794 7257 021 797 4141 021 551 3006 021 461 2408 021 903 6285 021 553 4221 021 705 3007

Card Numbers
36 37 4 5
Diners Card AMEX VISA Master Card

16

How to Change a Merchant ID

Field Select Menu Select Administrate Select Services Type in password 333333 Select Merchant Merch Desc 1 Merch Desc 2 Merch Desc 3 Merchant ID Terminal ID Help Line Nr Footer 1 Footer 2 Footer 3 Footer 4 FTR on Slip Questions: Answer: Mask Pan Questions: Answer: Shortcut / Description

(# 9) (# 1) (for managers use only) (# 2) Welcome to Hotel name more info 15 digit number 6 digit number 0860 103 639 switched by Concorde Solutions up arrow, down arrow, enter powered by TRADEROOT

0-NO 1-CL 2-ALL 2

0-NO 1-CL 2-ALL 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)

Field Shortcut / Description Select Menu Select Administrate (# 9) 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 Press < arrow to save current changes Msg: Configuration saved

19

How to Setup Communication for XLINK Modems and ConnectNet

Field Shortcut / Description

Select Menu Select Administrate (# 9) Enter Select Service (# 1) Enter Type in password 333333 (for managers use only) Enter Select Communication (# 6) Enter Press 2 (encapsulation) Enter Press 1 (transport) Enter Press 0 (link) Enter Type 1263017002 (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 signon delay) Enter Press 35 (response timeout) Enter Press < arrow to save current changes Msg: Configuration saved

20

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

Field Shortcut / Description

Select Menu Select Administrate (# 9) Enter Select Service (# 1) Enter Type in Password 333333 (for managers use only) Enter Select Communication (# 6) Enter Press 2 (encapsulation) Enter Press 1 (transport) Enter Press 0 (link) Enter Type 1263017002 (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 (rpl sgnon delay) Enter Press 35 (response timeout) Enter Press < arrow to save current changes Msg: Configuration saved

21

Reset Operators Codes

Field Shortcut / Description

Select Menu Select Administrate (# 9) Enter Select Operators (# 2) Enter Type in Password 222222 (for managers use only) 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 Press < arrow to save current changes Msg: Operator Changed

22

How to Add Multiple Operators

Field Select Menu Select Administrate Enter Select Service Enter Type in Password 333333 Enter Select General Enter Question: Answer: Enter Question: Answer: Enter Question: Answer: Enter Question: Answer: Enter Press < arrow to save current changes Msg: Configuration saved Cache Catalogue (Yes or No) No (# 0) Cash Merch Slip (Yes or No) No (# 0) Do op code (Yes or No) Yes (# 1) Shortcut / Description

(# 9) (# 1) (for managers use only) (# 1) Auth Size (Enter Size 6,9) 9

23

How to adjust Terminal Print Toner

Field Shortcut / Description

Select * Select System Menu Enter Type in Password 3165 Select Parameters Enter Select Print Contrast Adjust to 15 with top arrow

(for managers use only) (# 7) (# 2)

24

How to Change Date & Time on the Terminal

Field Shortcut / Description

Select * Select System Menu Enter Type in Password 3165 Enter Select Date & Time Enter Type in Date Enter Type in Time Enter

(for managers use only)

(DDMMYYYY) (HHMMSS)

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.

27