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Table of Contents
Page No.
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
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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
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
limit exceeded limit exceeded limit exceeded limit for refund possible bank issue
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
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
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
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
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.
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
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
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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)
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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)
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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.
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ConnectNet Datalinx
CPT JHB JHB CPT CPT CPT JHB JHB JHB JHB PTA CPT
0861114777 0861112655
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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)
Telephone Number
011 350 4000 011 276 4000 0860 008 600
Telephone Number
0860 123 000 011 299 4701 011 421 1000 011 241 1200
Telephone Number
0860 114 996 0800 110 929 0860 555 111 011 541 1303
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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
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(# 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
[^arrow select for Alphabet] [Select * to switch between letters] [Select 0 for spaces between words]
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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
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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
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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
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Select * Select System Menu Enter Type in Password 3165 Select Parameters Enter Select Print Contrast Adjust to 15 with top arrow
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Select * Select System Menu Enter Type in Password 3165 Enter Select Date & Time Enter Type in Date Enter Type in Time Enter
(DDMMYYYY) (HHMMSS)
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