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Global
Customer Engineer
Code Book
Oracle ES
October 2018
“KEEP THE CUSTOMER INFORMED
KEEP THE CUSTOMER”
NCR SERVICES
Oracle ES Global
Customer Engineer
Code Book
October 2018
This document and the information contained herein are the property of
NCR Corporation and may not be copied for use other than by NCR or its
related companies’ NCR Services employees as required by their terms of
employment.
Table of Contents
Oracle ES Call Status .................................................................. 2
Service Request Types (Call Types) ........................................... 4
Service Request Types (Call Types) (cont.) ............................... 5
Justification Codes ...................................................................... 8
Justification Codes (cont.) .......................................................... 9
Problem Codes – Structured Problem Description SPD ........ 10
Resolution Codes ....................................................................... 11
Resolution Codes (cont.) ........................................................... 12
Area Of Failure (AOF) Codes .................................................. 13
AOF Codes (cont.) ..................................................................... 14
Environment Codes ................................................................... 74
Change Control ......................................................................... 77
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
L2 PS & 3rd 3Not Urgent 3Not Urgent L2 PS & 3rd 3Not Urgent
Party SW Party SW
Support Support
L3 Software 1Critical 1Critical L3 Software 1Critical
Remote Remote
Support Support
L3 Software 2Urgent 2Urgent L3 Software 2Urgent
Remote Remote
Support Support
L3 Software 3Not Urgent 3Not Urgent L3 Software 3Not Urgent
Remote Remote
Support Support
L3 Hardware 1Critical 1Critical L3 1Critical
Remote Hardware
Support Remote
Support
L3 Hardware 2Urgent 2Urgent L3 2Urgent
Remote Hardware
Support Remote
Support
L3 Hardware 3Not Urgent 3Not Urgent L3 3Not Urgent
Remote Hardware
Support Remote
Support
Part Quality 3Not Urgent 3Not Urgent Site Prep 3Not Urgent
Inspection Visit
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
Justification Codes
JUSTIFICATION CODES ARE USED DURING LABOR POSTINGS
TO INDICATE WHY THE LABOR ACTIVITY TERMINATED (E.G.:
“PART NEEDED”, “TASK FINISHED”). EVERY LABOR POSTING
MUST BE ASSIGND A JUSTIFICATION CODE AT THE TIME OF
POSTING.
On Site Remote
General Non Non
Op. Op. Description
Reason Op. Op.
Finished 00 20 Call Finished
08 Travel To
Travel
09 Travel From
Suspended - Part(s) Needed, Not
01 11 21 31
locally Available *
No Suspended - Part(s) Needed, Locally
06 16 Justification Available - CE driving directly to pick
Parts
Code – either up *
pick up part Idle – Part(s) Needed, Locally
149 or have it Available - Waiting for NCR Supplied
delivered Part Delivery
Suspended - Customer or 3rd party
Non-NCR 03 13 23
reason
Non-NCR 031 131 Idle – Customer Delay
No
Justification
Other NCR 04 14 Suspended - Internal NCR Reason
Code - re-
assign call
PM 07 PM during/after repair
Other NCR 090 Install Holding Queue
00 NON-REMEDIAL CALL
Resolution Codes
A RESOLUTION CODE IS TO BE USED IN CONJUNCTION WITH
A AREA OF FAILURE CODE AT WORK COMPLETION TO
INDICATE WHAT ACTION WAS TAKEN TO RESOLVE THE
PROBLEM.
CODE DEFINITION
00 NON-REMEDIAL CALL
01 Cleaned
02 Adjust/Calibrate
03 Clear Media Jam/Remove Debris
04 End Unit Swap-Out
05 Replace/Reload Consumable
06 Aligned Modules
07 Lubricated
08 Replaced Fuser
09 Replaced Toner
10 Replaced Batteries
11 Replace Defective Part(s)
12 Reseat Part/Module
14 Non-NCR Part Used For Repair
15 Replaced Hard Drive
16 Replaced Memory
17 Replaced Power Supply
18 Replaced System Board
30 INSTALL/RELOAD SW/FW/CW
34 Reconfigure/Tune Software/System/Network
35 Loaded Drivers
36 Reimage
37 Network Port
40 OBS DSL
41 OBS Lock
42 OBS Network
43 Off Domain
44 Referred to NMC
45 Referred to SSG
46 Required IMAC
47 Site Power Surge
48 User Abuse
Notes:
1) Resolution Codes are primarily significant for REMEDIAL calls. As a
general rule, enter:
• Resolution Codes 01-99 (all Repair Tasks).
• Resolution Code 00 (all other Non-Remedial Tasks)
2) Use Resolution Code 04 for ALL whole unit replacements
3) Use Resolution Code 11 only if an NCR part usage has been reported
4) Use Resolution Code 14 only if a Non-NCR part usage has been
reported
To select a AOF code, first select the appropriate AOF category. Then
select the appropriate MAJOR AOF within that category. Finally, select
the appropriate MINOR AOF under the MAJOR AOF that best
represents the problem area.
If you cannot find a AOF code that adequately describes the AOF, select
one that is as close as possible. Then explain the issue in the closing
resolution notes.
The layout of the following pages shows the AOF category in bold font
followed by the MAJOR AOFs in bold italic font with the associated
MINOR AOFs in normal font immediately below and offset to the right
— as per the following example:
PRODUCT CATEGORY
MAJOR XX - AOF 1
AA MINOR AOF 1
BB MINOR AOF 2
CC MINOR AOF 3
Category DISPLAY/TOUCH/KEYBOARD
Major 10 - Display/Touch Major 37 - Keyboard/Mouse
L1 Backlight J7 Cable/Connection
J7 Cable/Connection Z1 Fingerprint Reader
MINOR
X5 Config/Setup-Hardware V8 Key/Lock
XC Config/Setup-Software Y3 Keyboard
MA Controller Touch YA Mouse
B2 Customer Display BF PinPad/Keyboard
Z1 Fingerprint Reader
MINOR
MINOR
MP PCB-Logic/Video MF Encryptor PCB
LA Power Supply Y5 Legacy Encryptor
BP Touch Screen YN Whole Unit EPP
BQ Touchpad
YM Whole Unit CRT
YS Whole Unit LCD
YX Whole Unit Touch Screen
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MINOR
J7 Cable/Connection AQ Overlay
B3 Display BF PimPad/Keypad
MINOR
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Confidential (Consumer Regulated)
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MINOR
AM Interlock Switch M6 Controller Flex
V8 Key/Lock M8 Controller RAID
L7 Light/Ballast Florescent M9 Controller Tape
AN Media Entry Indicator (MEI) P3 Robotics-CD/DVD
D5 Phone P9 Robotics-Tape
D7 Remote Status Indicator YY Solid State Device
LD Remote Relay YL Whole Unit CD/DVD
LH Supervisor Switch YP Whole Unit Fixed Disk
YH Whole Unit YQ Whole Unit Flex Disk
YT Whole Unit RAID
YW Whole Unit Tape Drive
MIN
DA USB Port
YH Whole Unit
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MINOR
MINOR
J7 Cable/Connection
V3 Camera
MB CPU Proc/Logic
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MIN
J3 Cable/Connector-Fixed YA Mouse
J4 Cable/Connector-Flex BF PinPad/Keyboard
J5 Cable/Connector-RAID
J6 Cable/Connector-Tape Major 21 - Network Equipment
D1 Compact Flash J1 Antenna
M4 Controller CD/DVD J9 Cable - Fiber
M5 Controller Fixed J7 Cable/Connection
MINOR
MINOR
M6 Controller Flex Y9 Modem/Router
M8 Controller RAID D4 Network-All Types
M9 Controller Tape D6 Receiver-Optical
P3 Robotics-CD/DVD MR RF Level Test/Interface
P9 Robotics-Tape D8 Transmit-Optical
YY Solid State Device YH Whole Unit
YL Whole Unit CD/DVD
YP Whole Unit Fixed Disk
YQ Whole Unit Flex Disk
YT Whole Unit RAID
YW Whole Unit Tape Drive
Major 37 - Keyboard/Mouse
J7 Cable/Connection
MIN Z1 Fingerprint Reader
V8 Key/Lock
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MINOR
X7 Operating System/LINUX V5 HSFD Cash Exit Sensor
X8 Operating System/OS2 V6 HSFD Cell Modem
X9 Operating System/Other V7 HSFD RF Detector
XA Operating System/WINDOWS VA Lock 1-Time Combo
XD Virus/Malicious Code VB Lock-Electronic
VC Lock-Mechanical
YZ Passport Reader
MM PCB Main Board
VD Safe/Security Enclosure
MIN
DA USB Port
YH Whole Unit
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Category PRINTERS
Major 6B - Pocket Major 40 - Printer-Office
MIN Y6 Lister Printer AA Base Media Tray
H2 Burst Assembly
Major 79 - Printer-Journal J7 Cable/Connection
J7 Cable/Connection S1 Carriage
S1 Carriage H3 Charge Roller
M2 Communication PCB S2 Corotron Wire
L9 Motor H6 Developer
MINOR
MINOR
S6 Print Mechanism L9 Motor
YH Whole Unit S5 Paper Feed
HA Paper-Stacker Assembly
Major 7A - Printer-Money Order MM PCB Main Board
J7 Cable/Connection HB Photo Drum/Belt
AD Fascia Interface HC Print Head
TB Main Transport S7 Ribbon Drive
MINOR
MINOR
AD Fascia Interface LA Power Supply
S3 Knife HC Print Head
Y7 Mag Stripe Unit S6 Print Mechanism
MINOR
Major 7C -- Printer-Receipt
J7 Cable/Connection
S9 Capture Bin
MINOR
P2 Capture Mechanism
S1 Carriage
T7 Exit Transport/Present
AD Fascia Interface
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MINOR
M2 Communication PCB AD Fascia Interface
H9 Ink Cartridge S3 Knife
MINOR
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Confidential (Consumer Regulated)
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Category SOFTWARE
Major 50 - Software
X1 Application (3rd Party)
X2 Application
X3 Config/Setup – Firmware
XC Config/Setup - Software
MINOR
X4 Firmware/BIOS
X6 Middleware
X7 Operating System/LINUX
X8 Operating System/OS2
X9 Operating System/Other
XA Operating System/WINDOWS
XD Virus/Malicious Code
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Category DISPENSERS/ACCEPTORS/RECYCLERS
Major 7J-- Check Accept SCPM/CPM/DPM Major 8P-- Coin Accept/Recycle
F1 Bin/Pocket J7 Cable/Connection
MIN
J7 Cable/Connection LC Reject Button
V3 Camera YH Whole Unit
FH Document Separator
F3 Endorser Major 7L -- Deposit-Envelope
F5 Escrow J7 Cable/Connection
T6 Escrow to Transport I/F AD Fascia Interface
T8 Exit Transport MM PCB Main Board
MINOR
MINOR
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
Category DISPENSERS/ACCEPTORS/RECYCLERS
Major 7M -- Deposit-Night Bag Major 77 -- Dispenser-Coin
J7 Cable/Connection J7 Cable/Connection
P4 Conveyor Q1 Cassette Coin
AC Door Q6 Coin Delivery Chute
F2 Drop Sensor Q7 Coin Hopper
MINOR
MINOR
VB Lock-Electronic P5 Drive Mechanism
VC Lock-Mechanical AD Fascia Interface
AN Media Entry Indicator (MEI) MM PCB Main Board
MM PCB Main Board QC Pick Mechanism
MN PCB Sensor Ring FF Reject Module
BL Sensor
Major 76 -- Dispenser-Card YH Whole Unit
J7 Cable/Connection
P5 Drive Mechanism Major 73 -- Dispenser-Envelope
AD Fascia Interface J7 Cable/Connection
MINOR
MINOR
BL Sensor MM PCB Main Board
BM Shutter QC Pick Mechanism
TK Transport Belt BL Sensor
YH Whole Unit TK Transport Belt
MM PCB Main Board
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MINOR
MM PCB Main Board YV Whole Unit Spray
QC Pick Mechanism QM BAM
BL Sensor QN Carriage
TK Transport Belt QP Core
LK Vacuum System QR Nose
YH Whole Unit QQ Motor Pump
QL Smart pick QS SNT/HETS
QU Umbilical
Major 78 -- Dispenser-Presenter LK Vacuum System
J7 Cable/Connection QT Support Frame
P5 Drive Mechanism
AD Fascia Interface Major 7S -- Note Acceptor
MINOR
F9 LVDT J7 Cable/Connection
MINOR
QB Mechanism Timing Q2 Cassette Currency
TC Mod To Mod I/F Q9 Dispenser Mechanism
FA Note Stacker/Table F5 Escrow
MM PCB Main Board T6 Escrow To Transport I/F
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
BM Shutter MM PCB Main Board
TG Transport To Cassette I/F TN Post Bill Validator Transp
TH Transport To In-Feed I/F LA Power Supply
TM Validator To Transport I/F FC Pre-Acceptor
YJ Whole Unit BNA TQ Pre-Acceptor Transport
YU Whole Unit SNA T1 Pre-Accept To Separator I/F
TP Pre Bill Validator Transport
Major 7Y -- Recycler/GBNA/GBRU QG Recycle Chassis
TM Validator To Transport I/F TD Reject To Transport I/F
MINOR
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
MINOR Ultrasonic Double Feed
T4 Counterfeit To Trans I/F FN
Detector (UDFD)
T5 Escrow/Resv To Trans I/F J7 Cable/Connection
TG Transport To Cassette I/F
Major 7K -- Scalable Deposit Module 2
(SDM2)
Major 7F -- Scalable Deposit Module (SDM) BM Shutter
F5 Escrow J7 Cable/Connection
AD Fascia Interface FK Cash Bin
T6 Escrow to Transport I/F FL Check Bin
FM IBVM/DVM FH Document Seperator/Tiltenator
T8 Exit Transport FM IBVM/DVM
MINOR
F3 Endorser
MINOR
BC MICR Reader
MM PCB Main Board F5 Escrow
FK Cash Bin T6 Escrow to Transport I/F
FH Document Seperator/Tiltenator T8 Bunch Return
F7 In-Feed Module AD Fascia Interface
TB Main Transport FV Garage Assembly
BM Shutter F7 In-Feed
FL Check Bin TA Lower Transport
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
ML PCB Interface Q5 Cassette Recycle
BN Signature Capture Pen BM Shutter
XF Software YH Whole Unit
LF Speaker BL Sensor
MINOR
DB Microphone F5 Escrow
D4 Network-All Types AD Fascia Interface
D5 Phone TX Inter Transport
DC Private Audio Jack FX Lower Accept Bin
V3 Camera FY Lower Frame
BZ ID Scanner TA Lower Transport
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Confidential (Consumer Regulated)
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MINOR
JT UTP Cable LA Power Supply
TCAM Can and Reset
QX Versatile Cassette JP
Cable
ML PCB Interface JQ TCAM Power Cable
Temporary Stacker Unit
TT Main Lower Feeding Unit (ML) FQ
(TSK)
QW Main Middle Feeding Sub Unit
Major 7Z – Skimming Protection Solution
MINOR
MINOR
TU Main Upper Feeding Unit (MU) C4 Baseline Configuration
JH BLDC Contrl Cable C5 Drill Mat
JJ BLDC Power Cable C6 Genuine Skimming Attack
JK BV Can and Reset Cable C7 Harnessing
JL BV Power Cable C8 Interface Bezel
JM BV Used Cable
Q2 Cassette Currency
FP Customer Access Module
B3 Display
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Confidential (Consumer Regulated)
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MINOR
MM PCB Main Board S9 Capture Bin
BH Read/Write Head MC CROPF/CIM
MINOR
YH Whole Unit Y7 Mag Stripe Unit
MM PCB Main Board
Major 72 -- Cardread-Dip/Swipe BH Read/Write Head
J7 Cable/Connection BM Shutter
MINOR
MINOR
AQ Overlay
BF PinPad/Keypad
BN Signature Capture Pen
YH Whole Unit
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
L6 Fan YL Whole Unit CD/DVD
MINOR
MINOR
D1 Compact Flash Y9 Modem/Router
M4 Controller CD/DVD D4 Network-All Types
M5 Controller Fixed D6 Receiver-Optical
M6 Controller Flex MR RF Level Test/Interface
M8 Controller RAID D8 Transmit-Optical
M9 Controller Tape YH Whole Unit
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
S2 Corotron Wire X6 Middleware
H6 Developer X7 Operating System/LINUX
H7 Discharge Assembly X8 Operating System/OS2
MINOR
MIN
MM PCB Main Board DA USB Port
HB Photo Drum/Belt YH Whole Unit
HC Print Head
S7 Ribbon Drive
BL Sensor
HF Shuttle
- 33 -
Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
L6 Fan G9 Hammerbank Assembly
MINOR
MINOR
LA Power Supply R2 Doc Feed Roller
YM Whole Unit CRT R4 Feed Drive Mechanism
YS Whole Unit LCD R5 Feed Idler Assembly
G8 Graphical End Tower
GC High Speed Ink Jet System
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
LJ Switch R5 Feed Idler Assembly
RG Track Wall/Bottom GA Hand-Drop Gate
LK Vacuum System GB Hand-Drop Solenoid
L9 Motor
Major 6C -- End-Roll-On/Impact BL Sensor
JB Cable/Connector - Harness RG Track Wall/Bottom
M3 Control PCB
R2 Doc Feed Roller Major 62 -- Hopper-Main
G5 Endorser Hammer Assembly R1 Advance Belt/Roll
G6 Endorser Head Assembly JB Cable/Connector – Harness
MINOR
MINOR
GK Metering/Ink Assembly R5 Feed Idler Assembly
L9 Motor L9 Motor
GP Roll-On End Assembly R9 Paddle/Weight Mechanism
BL Sensor RC Retard Wiper/Roll
RG Track Wall/Bottom BL Sensor
RG Track Wall/Bottom
YH Whole Unit
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Confidential (Consumer Regulated)
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MINOR
BL Sensor R4 Feed Drive Mechanism
RG Track Wall/Bottom R5 Feed Idler Assembly
GD Illuminator Assembly
Major 66 -- ILM-Mail Console GF ILM Lamp
G1 B/W Reference Tube GG ILM Light Bar
J8 Cable - Camera Interface BB MICR Read/Write Head
JA Cable - Fiber Optic Bundle L9 Motor
JB Cable/Connector - Harness BL Sensor
G2 Camera Assembly RG Track Wall/Bottom
M3 Control PCB
MINOR
MIN
R5 Feed Idler Assembly Y3 Keyboard
GD Illuminator Assembly YA Mouse
GF ILM Lamp
GG ILM Light Bar
BL Sensor
RG Track Wall/Bottom
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Confidential (Consumer Regulated)
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MINOR
M3 Control PCB RB Pressure Plate
R2 Doc Feed Roller BL Sensor
R4 Feed Drive Mechanism RD Stacker Assembly
MINOR
MINOR
BL Sensor HC Print Head
RG Track Wall/Bottom S6 Print Mechanism
J7 Cable/Connection
Major 6B -- Pocket YH Whole Unit
JB Cable/Connector - Harness
M3 Control PCB
R2 Doc Feed Roller
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
R4 Feed Drive Mechanism X8 Operating System/OS2
R6 Idler Roll Assembly X9 Operating System/Other
BB MICR Read/Write Head XA Operating
BL Sensor X9 Operating System/Other
RG Track Wall/Bottom XA Operating System/WINDOWS
XD Virus/Malicious Code
Major 6A -- Reader-OCR
JB Cable/Connector - Harness Major 6D -- Stager (Non-ENC)
M3 Control PCB JB Cable/Connector - Harness
R2 Doc Feed Roller M3 Control PCB
MINOR
MINOR
R5 Feed Idler Assembly R4 Feed Drive Mechanism
R8 OCR Head Mount Assembly R5 Feed Idler Assembly
GM OCR Read Head L9 Motor
RG Track Wall/Bottom BL Sensor
RG Track Wall/Bottom
Major 50 -- Software
X1 Application (3rd Party)
MIN
X2 Application
X3 Config/Setup – Firmware
XC Config/Setup - Software
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Confidential (Consumer Regulated)
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MINOR
MM PCB Main Board
MINOR
Y1 Dip Unit
BH Read/Write Head BH Read/Write Head
YH Whole Unit YC Smart/Dip Unit
YD Swipe Unit
Major 36 -- Cabinetry
JC Cable/Harness - Power Major 71 -- Cardread-Motorized
W3 Enclosure J7 Cable/Connection
AD Fascia Interface S9 Capture Bin
AF Fascia/Cabinet Parts MC CROPF/CIM
MINOR
AH Gas Struts Y7 Mag Stripe Unit
AJ Glass Assembly MM PCB Main Board
W5 Heater/Dehumidifier BH Read/Write Head
MINOR
MINOR
LD Remote Relay V3 Camera
LH Supervisor Switch FH Document Separator
F3 Endorser
F5 Escrow
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Confidential (Consumer Regulated)
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MINOR
BC MICR Reader ML PCB Interface
MM PCB Main Board MM PCB Main Board
LA Power Supply LB Power Supply/DC
BM Shutter LF Speaker
TJ Transport D9 UPS
FN Ultrasonic Double Feed Detector YH Whole Unit
YH Whole Unit D2 Heat Sink
MINOR
V3 Camera D1 Compact Flash
MB CPU Proc/Logic M4 Controller CD/DVD
MD Daughter Card M5 Controller Fixed
Y2 Docking M6 Controller Flex
L6 Fan YL Whole Unit CD/DVD
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Confidential (Consumer Regulated)
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MINOR
Major 7L -- Deposit-Envelope MM PCB Main Board
J7 Cable/Connection QC Pick Mechanism
AD Fascia Interface BL Sensor
MM PCB Main Board BM Shutter
MINOR
MINOR
AC Door P5 Drive Mechanism
F2 Drop Sensor AD Fascia Interface
MINOR
- 42 -
Confidential (Consumer Regulated)
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MINOR
TK Transport Belt BL Sensor
LK Vacuum System BM Shutter
YH Whole Unit TK Transport Belt
J7 Cable/Connection YK Whole Unit Bunch
Q2 Cassette Currency YV Whole Unit Spray
MINOR
- 43 -
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MIN
B8 LED Indicator
Major 10 -- Display/Touch L8 Mode Switch
YS Whole Unit LCD
YX Whole Unit Touch Screen Major 37 -- Keyboard/Mouse
L1 Backlight J7 Cable/Connection
MINOR
J7 Cable/Connection Y3 Keyboard
X5 Config/Setup - Hardware YA Mouse
XC Config/Setup - Software BF PinPad/Keypad
MINOR
MA Controller Touch
B2 Customer Display Major 7P -- Kyb/ Encrypt Dev
B6 Inverter J7 Cable/Connection
MINOR
MP PCB-Logic/Video MF Encryptor PCB
LA Power Supply Y5 Legacy Encryptor
BP Touch Screen YN Whole Unit EPP
BQ Touchpad
YM Whole Unit CRT Major 21 -- Network Equipment
J1 Antenna
Major 7R -- FDK/ Op Interface J9 Cable - Fiber
MINOR
MG FDK Electronics J7 Cable/Connection
MINOR
MINOR
F5 Escrow L9 Motor
T6 Escrow To Transport I/F S5 Paper Feed
T8 Exit Transport MM PCB Main Board
AD Fascia Interface HC Print Head
T9 In-Feed To Separator I/F S6 Print Mechanism
F7 In-Feed Module YH Whole Unit
MINOR
TB Main Transport
FB Note Validator Major 7A -- Printer-Money Order
MM PCB Main Board J7 Cable/Connection
LA Power Supply AD Fascia Interface
FF Reject Module TB Main Transport
MINOR
TD Reject To Transport I/F MM PCB Main Board
TF Separator To Transport I/F HC Print Head
BM Shutter S6 Print Mechanism
TG Transport To Cassette I/F HD Sensor-Black Mark
TH Transport To In-Feed I/F BM Shutter
TM Validator To Transport I/F YH Whole Unit
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MINOR
AD Fascia Interface HC Print Head
S3 Knife S6 Print Mechanism
Y7 Mag Stripe Unit BL Sensor
MINOR
MINOR
AD Fascia Interface
Major 7C -- Printer-Receipt S3 Knife
J7 Cable/Connection MM PCB Main Board
S9 Capture Bin HC Print Head
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
T1 Pre-Accept To Separator I/F BM Shutter
J7 Cable/Connection TG Transport To Cassette I/F
T2 Capture To Transport I/F TM Validator To Transport I/F
FG Cash Storage Roller
Major 7F -- Scalable Deposit Module
Q3 Cassette Deposit
(SDM)
Q5 Cassette Recycle J7 Cable/Connection
T3 Cassette To Transport I/F FK Cash Bin
T4 Counterfeit To Trans I/F FL Check Bin
Document
T5 Escrow/Resv To Trans I/F FH
MINOR
Seperator/Tiltenator
F6 Escrow/Reservoir F3 Endorser
AD Fascia Interface F5 Escrow
TA Lower Transport T6 Escrow to Transport I/F
MINOR
FB Note Validator T8 Exit Transport
MM PCB Main Board AD Fascia Interface
TN Post Bill Validator Transp FM IBVM/DVM
LA Power Supply F7 In-Feed Module
TQ Pre Acceptor Transport TB Main Transport
TP Pre Bill Validator Transp BC MICR Reader
FC Pre-Acceptor MM PCB Main Board
TD Reject To Transport I/F BM Shutter
QJ Separator
- 47 -
Confidential (Consumer Regulated)
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MINOR
V1 Alarms X8 Operating System/OS2
V2 Biometric Device X9 Operating System/Other
Operating
J7 Cable/Connection XA
System/WINDOWS
V3 Camera XC Config/Setup - Software
V4 HSFD Card Exit Sensor XD Virus/Malicious Code
MINOR
MINOR
VB Lock-Electronic W3 Enclosure
VC Lock-Mechanical W4 Heat/Air
MM PCB Main Board W6 Lighting
VD Safe/Security Enclosure P6 Mechanism
MIN
X2 Application J7 Cable/Connection
X3 Config/Setup – Firmware DA USB Port
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MINOR
FM IBVM/DVM D4 Network-All Types
F3 Endorser D5 Phone
F5 Escrow DC Private Audio Jack
T6 Escrow to Transport I/F BN Signature Capture Pen
T8 Bunch Return XF Software
MINOR
MINOR
FW Rebuncher AD Fascia Interface
BM Shutter TX Inter Transport
Ultrasonic Double Feed Detector
FN FX Lower Accept Bin
(UDFD)
FY Lower Frame
TA Lower Transport
FB Note Validator
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
TZ Vertical Transport QV
Front
Main Lower Feeding Unit
YH Whole Unit TT
(ML)
B3 Display
Major 7X – 6615 LG Recycler LA Power Supply
TCAM Can and Reset
FB Note Validator JP
Cable
JH BLDC-Contrl Cable JQ TCAM Power Cable
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
FP Customer Access
JT UTP Cable
QX Versatile Cassette
MD Daughter Card
C5 Drill Mat
C6 Genuine Skimming Attack
C7 Harnessing
C8 Interface Bezel
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
LB Power Supply/DC V8 Key/Lock
BJ Reader LF/HF/UHF MP PCB-Logic/Video
YF Tag LA Power Supply
YH Whole Unit BP Touch Screen
BQ Touchpad
Major 50 -- Software YM Whole Unit CRT
X1 Application (3rd Party) YS Whole Unit LCD
X2 Application YX Whole Unit Touch Screen
X3 Config/Setup – Firmware
XC Config/Setup - Software Major 81 -- KDS
X4 Firmware/BIOS B1 Bump Bar
MINOR
MINOR
X6 Middleware J7 Cable/Connection
X7 Operating System/LINUX M7 Controller KDS
X8 Operating System/OS2 YR Whole Unit KDS
X9 Operating System/Other
XA Operating System/WINDOWS
XD Virus/Malicious Code
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
B9 Load Cell
MK Optics Module/Engine
MU PCB - Scale
MM PCB Main Board
MP PCB-Logic/Video
LB Power Supply/DC
VF Sensormatic Brick
LG Spinner/Motor
YH Whole Unit
AR Window Horizontal/Vertical
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
BR Coupon Sensor Y7 Mag Stripe Unit
W3 Enclosure BM Shutter
AD Fascia Interface YB Smart Card Unit
AF Fascia/Cabinet Parts TJ Transport
AH Gas Struts
Major 7J -- Check Accept
MINOR
W4 Heater/Air
SCPM/CPM/DPM
AM Interlock Switch J7 Cable/Connection
V8 Key/Lock F3 Endorser
MINOR
L7 Light/Ballast Florescent AD Fascia Interface
AN Media Entry Indicator (MEI) BC MICR Reader
D7 Remote Status Indicator MM PCB Main Board
LH Supervisor Switch TJ Transport
W7 Thermostat YH Whole Unit
YH Whole Unit
Major 8P -- Coin Accept/Recycle
Major 72 -- Cardread-Dip/Swipe J7 Cable/Connection
MINOR
J7 Cable/Connection LC Reject Button
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
MD Daughter Card M8 Controller RAID
L6 Fan P3 Robotics - CD/DVD
B4 Fuse YY Solid State Device
D2 Heat Sink YL Whole Unit CD/DVD
MINOR
MINOR
LF Speaker Q8 Coin Rotor
D9 UPS P5 Drive Mechanism
YH Whole Unit AD Fascia Interface
MM PCB Main Board
Major 14 -- Data Storage Dev QC Pick Mechanism
J2 Cable/Connector-CD/DVD BL Sensor
MIN
J3 Cable/Connector - Fixed YH Whole Unit
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
P5 Drive Mechanism BM Shutter
QB Mechanism Timing TK Transport Belt
MINOR
MINOR
AD Fascia Interface B6 Inverter
F9 LVDT V8 Key/Lock
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
J2 Cable/Connector CD/DVD Y3 Keyboard
S1 Carriage YA Mouse
BU Encoder BF PinPad/Keypad
PA Feed Roller/Sleeve
JD Fiber Optics/Amp Major 21 -- Network Equipment
QK Gripper/Spatula JG Air Card
MINOR
BY Interaction Slot/Gate J1 Antenna
L9 Motor J7 Cable/Connection
MINOR
MINOR
BS Spring FB Note Validator
BX Suction Cups MM PCB Main Board
TK Transport Belt LA Power Supply
LK Vacuum System YJ Whole Unit BNA
YU Whole Unit SNA
Major 37 -- Keyboard/Mouse
J7 Cable/Connection
MIN
Z1 Fingerprint Reader
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
FB Note Validator
Major 7C -- Printer-Receipt MM PCB Main Board
J7 Cable/Connection LA Power Supply
P2 Capture Mechanism QG Recycle Chassis
S1 Carriage BL Sensor
T7 Exit Transport/Present BM Shutter
AD Fascia Interface TJ Transport
S3 Knife YH Whole Unit
MINOR
L9 Motor
S5 Paper Feed Major 92 -- SC Input Belt
MM PCB Main Board L3 Belt Motor
LA Power Supply P1 Belt Tracking
HC Print Head AB Cabinet
MINOR
S6 Print Mechanism J7 Cable/Connection
BL Sensor AG Frame
HD Sensor-Black Mark BA Load Cell/Pod
YH Whole Unit MT Scale Electronic
BL Sensor
LJ Switch
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
J7 Cable/Connection VF Sensormatic Brick
AG Frame LG Spinner/Motor
MINOR
MINOR
LJ Switch J7 Cable/Connection
V3 Camera
Major 82 -- Scanner/Scan-Scale Z1 Fingerprint Reader
J7 Cable/Connection
X5 Config/Setup - Hardware Major 8H -- Security-Scale
B2 Customer Display J7 Cable/Connection
MINOR
B5 Handheld Reader BA Load Cell/Pod
MINOR
MIN
X2 Application DA USB Port
X3 Config/Setup – Firmware YH Whole Unit
XC Config/Setup - Software
X4 Firmware/BIOS
MINOR
X6 Middleware
X7 Operating System/LINUX
X8 Operating System/OS2
X9 Operating System/Other
Operating
XA
System/WINDOWS
XD Virus/Malicious Code
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
J7 Cable/Connection D3 Internal Battery (On PCB)
Y1 Dip Unit MJ Memory SIMM
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
J5 Cable/Connector - RAID AD Fascia Interface
J6 Cable/Connector - Tape MM PCB Main Board
D1 Compact Flash QC Pick Mechanism
M4 Controller CD/DVD FF Reject Module
M5 Controller Fixed BL Sensor
MINOR
MINOR
YQ Whole Unit Flex Disk B2 Customer Display
YT Whole Unit RAID B6 Inverter
YW Whole Unit Tape Drive V8 Key/Lock
MP PCB-Logic/Video
Major 77-- Dispenser-Coin LA Power Supply
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
V8 Key/Lock L9 Motor
MINOR
Y3 Keyboard S5 Paper Feed
YA Mouse MM PCB Main Board
BF PinPad/Keypad LA Power Supply
HC Print Head
Major 21—Network Equipment S6 Print Mechanism
J1 Antenna YH Whole Unit
J9 Cable - Fiber
MINOR
MINOR
T7 Exit Transport/Present
Major 8A-- Payment Terminal AD Fascia Interface
J7 Cable/Connection S3 Knife
MINOR
AQ Overlay L9 Motor
BF PinPad/Keypad S5 Paper Feed
BN Signature Capture Pen MM PCB Main Board
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
HC Print Head J7 Cable/Connection
MINOR S6 Print Mechanism V3 Camera
BL Sensor Z1 Fingerprint Reader
HD Sensor-Black Mark
YH Whole Unit Major 50-- Software
X1 Application (3rd Party)
Major 8U-- Printer-Slip X2 Application
J7 Cable/Connection X3 Config/Setup – Firmware
S1 Carriage XC Config/Setup - Software
MINOR
H4 Check Flip X4 Firmware/BIOS
H5 Check Imaging X6 Middleware
M2 Communication PCB X7 Operating System/LINUX
H9 Ink Cartridge X8 Operating System/OS2
MINOR
MIN
S7 Ribbon Drive DA USB Port
BL Sensor YH Whole Unit
YH Whole Unit
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
Category KIOSKS
Major 7H-- Barcode Reader Major 71-- Cardread-Motorized
J7 Cable/Connection J7 Cable/Connection
MIN
MINOR
YH Whole Unit Y7 Mag Stripe Unit
MM PCB Main Board
Major 36-- Cabinetry YB Smart Card Unit
JC Cable/Harness - Power TJ Transport
W3 Enclosure
Major 7J—Check Accept
AD Fascia Interface
SCPM/CPM/DPM
AF Fascia/Cabinet Parts J7 Cable/Connection
AH Gas Struts F3 Endorser
MINOR
MINOR
W4 Heater/Air AD Fascia Interface
V8 Key/Lock BC MICR Reader
L7 Light/Ballast Florescent LA Power Supply
Media Entry Indicator
AN YH Whole Unit
(MEI)
LH Supervisor Switch
W7 Thermostat
YH Whole Unit
Y1 Dip Unit
YC Smart/Dip Unit
YD Swipe Unit
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
J7 Cable/Connection D9 UPS
MIN
LC Reject Button YH Whole Unit
YH Whole Unit
Major 14-- Data Storage Dev
Major 34-- Core Electronics J2 Cable/Connector - CD/DVD
M1 Back Panel J3 Cable/Connector - Fixed
J7 Cable/Connection J5 Cable/Connector - RAID
V3 Camera D1 Compact Flash
MB CPU Proc/Logic M4 Controller CD/DVD
MINOR
MD Daughter Card M5 Controller Fixed
Y2 Docking M8 Controller RAID
L6 Fan P3 Robotics – CD/DVD
B4 Fuse YY Solid State Device
MINOR
MINOR
ML PCB Interface BL Sensor
MM PCB Main Board TK Transport Belt
LB Power Supply/DC YH Whole Unit
LF Speaker
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
AD Fascia Interface FA Note Stacker/Table
MM PCB Main Board MM PCB Main Board
QC Pick Mechanism QD Pre-Stack Area
BL Sensor QF Purge/Bin
YH Whole Unit BL Sensor
BM Shutter
Major 74-- Dispenser-Pick Mod TK Transport Belt
J7 Cable/Connection YK Whole Unit Bunch
Q2 Cassette Currency YV Whole Unit Spray
P5 Drive Mechanism
QB Mechanism Timing
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
Z1 Fingerprint Reader LA Power Supply
MINOR
MINOR
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
J1 Antenna TB Main Transport
MINOR
J7 Cable/Connection MM PCB Main Board
D4 Network-All Types HC Print Head
Y9 Router/Modem S6 Print Mechanism
HD Sensor-Black Mark
Major 7S-- Note Acceptor YH Whole Unit
J7 Cable/Connection
Q2 Cassette Currency Major 7C-- Printer-Receipt
MINOR
MINOR
Major 8A-- Payment Terminal L9 Motor
J7 Cable/Connection S5 Paper Feed
AQ Overlay MM PCB Main Board
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
S1 Carriage QG Recycle Chassis
H4 Check Flip BL Sensor
H5 Check Imaging TJ Transport
M2 Communication PCB YH Whole Unit
H9 Ink Cartridge
MINOR
MINOR
YH Whole Unit B9 Load Cell
MK Optics Module/Engine
Major 7Y-- Recycler/GBNA/GBRU MU PCB - Scale
J7 Cable/Connection MM PCB Main Board
Q3 Cassette Deposit MP PCB-Logic/Video
MINOR
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
Major 50 -- Software
X1 Application (3rd Party)
X2 Application
X3 Config/Setup – Firmware
XC Config/Setup - Software
MINOR
X4 Firmware/BIOS
X6 Middleware
X7 Operating System/LINUX
X8 Operating System/OS2
X9 Operating System/Other
XA Operating System/WINDOWS
XD Virus/Malicious Code
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
AK In-Service Indicator QH Return Dispenser
AM Interlock Switch BL Sensor
V8 Key/Lock QJ Separator
TF Separator To Transport I/F
Major 14-- Data Storage Dev TJ Transport
MIN YY Solid State Device TM Validator To Transport I/F
YH Whole Unit
Major 7Y-- Recycler/GBNA/GBRU
TR Alignment Transport Major 7T-- Security Physical/Biometric
J7 Cable/Connection V1 Alarms
FG Cash Storage Roller V5 HSFD Cash Exit Sensor
T4 Counterfeit to Trans I/F V6 HSFD Cell Modem
MINOR
TA Lower Transport V7 HSFD RF Detector
MINOR
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Confidential (Consumer Regulated)
NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
J7 Cable/Connection
DA USB Port
YH Whole Unit
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
Environment Codes
ENVIRONMENTAL CODES ARE CODES WHICH DESCRIBE WHAT THE CAUSE OF THE
FAILURE WAS WHEN THE FAILURE WAS NOT THE COMPONENTS IN THE
EQUIPMENT. THIN OF IT AS AN EXTERNAL SOURCE OF FAILURE OR SOMETHING
OUTSIDE OF THE EQUIPMENT CAUSING IT TO BE REPAIRED.
SINCE NCR MUST RUN A SERVICE CALL AND THE SEVICES IS NOT DUE TO AN
ACTUAL FAILURE OF THE EQUIPMENT, THE USE OF AN ENVIRONMENTAL CODE
MEANS THE SERVICE REQUEST IS BILLABLE TO THE CUSTOMER.
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
MINOR
KE NS
Purge Bin Full Improper Operation /Exit Atm
BANK: 19KI: Electronic OPERATION: 19KV: Cabinet Left
KI KV
Journal Full Unsecured
CASH: 19K5: Cash Out / Cash OPERATION: 19NA: Device Latch /
K5 NA
Low Door Left Open
CASH: 19K7: Dispense Cash
K7 NR OTHER: 19NR: Other See Comments
Quality / Load
CASH: 19KO: Deposited Cash
KO KK PAPER: 19KK: Paper Quality / Load
Poor Quality
CASSETTE: 19N2: Cassette PAPER: 19KM: Out Of Paper /
N2 KM
Not Functional Consumables
CASSETTE: 19K6: Cassettes SITE: 19K3: Alarm Not Set / Tripped /
K6 K3
Not Seated Access
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
Change Control
August 2003 Initial GLOBAL edition.
June 2005 First Global Update – In addition to addressing approved RFCs, this edition contains a simplification of
AOF codes as well as an overall reduction to the overall number of codes. This update includes an NCRU
course update as well.
April 2006 Second Global Update – Removed non-CE Service Request types. Consolidated Justification /AOF codes
and eliminated resolution code ‘15’/’15S’.
July 2006 Updated Justification code matrix with new definition of “Local” parts. Also added, “Local” versus “Non-
Local” to appropriate Justification code descriptions on Page 4. Updated typo on Page 21 to CRT AOF
code ‘1076,’ “Whole Unit Inoperative.”
April 2007 Updated CE Service Request types to include Cash And Charge FLM. Also added new Resolution Codes
01, 05, 06, and 07. Updated AOF Codes to reflect actual areas of failure and eliminated symptoms or
repair verbiage. Added new code section for Environmental Codes.
October 2008 Updated CE Service Request type to include MISC. Also added Time and Attendance codes. Updated
AOF Codes to reflect new equipment area of failures.
October 2010 Updated AOF Codes to reflect new equipment area of failures and added two new Justification codes.
June 2012 Added new Justification Codes and new Resolution Codes.
July 2013 Initial Release of Code Book.
September 2013 Title Change.
October 2013 Added new AOF codes, they are visible in UAT2.3 and they are China specific.
April 2014 Updated SR Type (Call Type) with “Cash and Charge Internal”
June 2016 Added new AOF Codes, description updated for some Environmental Codes and added new
Environmental Codes. Also added new Justification codes and new SR types.
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NCR GLOBAL CUSTOMER ENGINEER CODE BOOK Revised: Oct 2018
July 2017 Environmental Codes – Updated descriptions for current Codes, added New Codes and removed some of
the Old Codes. Final number of Codes is decreased.
April 2018 Justification Codes – Updated descriptions for some of the current Codes and added new ones.
May 2018 Justification Codes – Added one new Justification Code on Page 8
October 2018 Justification Codes – Updated description for 3 Justification Codes
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