Issues and Solutions in connection with Post Office ATM operation

So many issues may arise after the installation of ATM in Post Offices.  And so many new questions may arise in connection with operation of Machine and ATM Cards.  The main issues that may come across in the daily operations and its solution are discussed below.

Frequently Asked Questions (FAQ) on India Post ATM.

3.1        MONITORING

•  Issue - AGS finds ATM is not functioning – No Transactions from the ATM.

Action - Post Office to help AGS monitoring team with answers for some standard queries like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue.

•  Issue - Post Office Personnel finds ATM is not functioning - No Transactions in the ATM.

Action - 1) Post Office of the ATM to send an email to FSIDOPATMHD@infosys.com

2) Post Office of the ATM to help AGS monitoring team with answers for some standard queries like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue.

3.2         ATM SITE ISSUE

•  Issue - Any site related problem reported by customers /Caretaker /Observed by DOP staff like Theft attempt, Vandalism, Miss dispensation.

Action- 1) Post Office to Shut down the Site and call the Cash Replenishment Agency / Local R & M executive of AGS (contact number is to be obtained locally) immediately and report.

2) Post Office to send an email to FSIDOPATMHD@infosys.com with details.

•   Issue - ATM/Camera Installed in the ATM is not working

Action - 1) Post Office can send an email to FSIDOPATMHD@infosys.com with details.

            2) Log a call with AGS if ATM/Camera is not functioning.

Custodian of the ATM to help the monitoring team by providing first level clarifications with answers for some standard queries like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue,etc.,Call FSI (AGS) caretaker incase of theft attempt, vandalism, Mis dispensation.

3.3         ATM NOT WORKING

•  Issue -1: Staff or Client observes that the ATM is not operational.

Action - 1 Post Office to send an email to FSIDOPATMHD@infosys.com/ dop.monitoring@agsindia.com with the details like ATM ID and relevant details.

•   Issue -2 :  Issue with Local LAN connectivity - Post Office  router ok and ATM not connected.

Action - 1) Post Office to help to get the LAN connectivity between branch switch and ATM room I/O port.

3.4        CASH MANAGEMENT

3.4.1       Cash Audit

•   Issue - Surprise cash audit - Fake note complaint.

Action - 1.  Post Office to send an email to FSIDOPATMHD@infosys.com with details of fake Note complaint.

2. Post Office to conduct surprise cash audit at the time of loading or route audit with proper schedule with AGS

3.4.2          More Cash

•   Issue - Long holiday/Festival season - Requirement to load more cash

Action)  Post Office to send an email to FSIDOPATMHD@infosys.com/ dop.monitoring@agsindia.com  with details. Inform AGS cash team for any special loading schedule in case of any scenario as listed.

3.5        CUSTOMER COMPLAINTS

•   Issue - Cash not dispensed - Dispute Transaction.

Action – Post Office: Once a Customer informs Post Office about cash not dispensed or Dispute a transaction, Post Office will intimate the details to FSI (AGS) through email dop.monitoring@agsindia.com with the dispute details like ATM ID, Date , Time, Card number, Transaction number and Amount for dispute management.

Action2 - Consolidated customer dispute file to be sent by Post Office with complete transaction details.

3.6         LOAD CASH

Action - Post Office to approve the indent submitted by AGS for loading the cash as an interim process till final SOP is circulated.

3.7         AUDIT CASH

•  Action - Post Office to do surprise Audit checks at the ATM and validates the physical cash with the switch counters and CBS.

3.8        EXTRA CASH LOAD

•  Activity - Post Office to inform the FSI (AGS) if there is requirement to load extra cash in advance considering the Holiday/Festival Season

3.9        CMS (CARD MANAGEMENT SOLUTION)

3.9.1      Product Set up

•  Issue - How to set up a new Product in the system?

•  1) Bangalore (CPC) can look at Product summary view on the usage settings/ behaviour patterns such as limit, delivery channel, fee profiles linked to the product.

3.9.2     Branch Registration

•   Issue - How to register a new Branch in Finacle?

Action - Bangalore Circle (CPC) user has to register the branch details in Finacle during the migration of the branch to Finacle.

2) Bangalore (CPC) has to download the Branch registration file from the CCDM menu in Finacle and the file will be placed in the respective path for auto-Upload to FSI (YCS) application

3.9.3          User Registration

•  Issue - How to register a new SSO user for accessing ATM application?

Action – (i) DOP CEPT Team has to create a User and Register the User details in Finacle.

CEPT Team user has to assign the Role to the new User created and provide access to the ATM application in SSO.

(ii) Once the users are created, the same details can be downloaded and uploaded into YCS application.

(iii) DOP (CEPT) Team can download the Branch User details in Finacle using the menu CCDM. The file name is Branch User Registration File. The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

•  Issue - User Role/ Profile

•  Action - DOP (CEPT) can access the Change profile link in the ATM application through SSO and the User role for the newly created User can be mapped as per the requirement by the respective CPC.

3.10     PERSONALIZED CARD ORDER

•  Issue - New Card Request in CCMM

Action – (i) Post Office should register the Customer details and place the personalized Card order in the CCMM menu in Finacle.

(ii) Invoke CCMM menu in ADD and enter the CIF ID details.

(iii) In details page of CCMM menu, select the Account Number for which the card needs to be issued and specify the Name which is to be printed in ATM Card and enter other details like Card Type, primary A/c Flag and Action as Request.

(iv)  After entering all the details, click on Submit. The same needs to be verified using the Supervisor login.

(v) Once the record is verified, the details can be downloaded using CCDM menu.

(vi)  To the already existing card, if the user links or delinks any account, the same needs to be done in CCMM menu.

(vii) If the already existing card is lost and needs to re-issue or the card validity is expired and the card needs to be renewed, the same needs to be done in CCMM menu.

Download Customer Details in CCDM

3.11     MODIFY CARDS

•  Issue - How to modify card details, de-activate, hotlist, renew Cards?

Action) (i) If the already existing card is lost and needs to re-issue or the card validity is expired and the card needs to be renewed, the same needs to be done in CCMM menu.

3.12     DOWNLOAD CUSTOMER DETAILS IN CCDM

Action -  (i) The Customer details with personalized card order details will be downloaded from the CCDM menu in Finacle (File Name is New Customer Registration File) and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(ii) Linked or delinked Account details can be downloaded from CCDM menu in Finacle. (File Name is Account Details File). The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(iii) If the customer having ATM card had changed the address details in CMRC menu in Finacle, the same details can be downloaded in CCDM menu in Finacle. The file name is Address Details File. The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(iv) If the ATM card is re-issued or renewed, the same details needs to be downloaded and then uploaded into YCS for further processing. This can be done from CCDM menu in Finacle. The file name is Renewal/Re-issue File. The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(v) YCS will debug, in case if the auto-upload processing is not successful for any of the downloaded file and a ticket is logged with the FSI (YCS) L1.

3.13     INSTANT CARD ORDER

•  Issue - How to Place an Instant card order

Action - 1) Post Office will access the ATM application (CMS) through SSO and place the Instant Card order as required by the branches under them.

•  Issue- How to confirm an Instant card order?

Action - 1) CPC Bangalore Users to access the ATM application (CMS) through SSO and confirm the Instant Card order placed such that they can be taken up for further processing.

3.14    CARD GENERATION

•  Issue - How to generate card number.

Action - 1) Card Processing Bangalore CPC will login to MIS Server and execute the CMS utility to generate the Card number for both instant and personalized cards as order placed.

3.15    HSM CONFIGURATION

Issue - How to Configure HSM ( Host Security Mode ) for Pin mailer printing?

Action - 1) CPC Bangalore needs to access HSM Console that is connected directly to the HSM located in the CPC and configure Pin mailer printing. This will help for alignment process, FSI (YCS) will support on call in case of any issues.

3.16    PIN GENERATION

•  Issue) How to Generate Pin mailer for generated card number?

Action - 1) Card Processing CPC Bangalore will initialize and validate the Pin mailer printing setup that includes the planning for the pin mailers to be printed and setting up the HSM for the printing process.

2) Card Processing CPC Bangalore to access the Pin mailer generation and printing option in the CMS utility to print the pin mailers for the Instant and personalized card orders. Login the MIS Server and execute the CMS utility to generate the Card number for the Instant and personalized card orders placed by the individual branches.

3.17     EMBOSSING

•  Issue - How to emboss the card in CMS?

Action - 1) Card Processing CPC, Bangalore will select EMBOSSING option to generate the embossing files for the Card orders for which the Pin mailers were printed for the Day.

2) Card Processing Bangalore CPC to place the emboss files in the SFTP folder such that the embossing files can be accessed by the Card personalization vendor to emboss the Cards.

3.18     CARD DISPATCH

ISSUE - HOW PERFORM CARD DISPATCH IN CMS?

Action - 1) Card Processing CPC Bangalore will login to the ATM application (CMS) through SSO and access the Instant Card order details in the Card Dispatch link to signal the completion of the Instant Card order processing life cycle.

3.19     CARD DELIVERY

•  Issue - How to do the card Delivery in CMS?

Action - 1) Card Processing CPC Bangalore  to execute the Delivery process in the CMS utility on successful completion of the Embossing files creation.

2) After running the DELIVERY option Successful in CMS utility then process signals the completion of the Personalized Card order processing lifecycle.

3.20    RECEIPT

•  Issue - How to do the receipt for the order in CMS?

Action) 1) On receipt of the embossed cards for instant card orders, the respective Branch Users are required to acknowledge the receipt of the processed card through the Card receipt link in the ATM CMS application accessed through SSO.

3.21     INSTANT CARD ISSUANCE

•  Issue - How to issue an instant card?

Action)  New Instant Card Request in CCMM:

1) Post Office should register the Customer details and place the instant Card order in the CCMM menu in Finacle.

2) Invoke CCMM menu in ADD and enter the CIF ID details.

3) In details page of CCMM menu, select the Account Number for which the card needs to be issued and specify the Name which is to be printed in ATM Card and enter other details like Card Type, primary A/c Flag and Action as Request.

4) After entering all the details, click on Submit. The same needs to be verified using the Supervisor login.

5) Once the record is verified, the details can be downloaded using CCDM menu as specified for personalized cards.

3.22    CARD ACTIVATION

•  Issue - How to activate the card?

Action - 1) Post Office should access the CCMM menu in Finacle to place the Card activation request for personalized Cards by modifying the status as active.

2) CPC Bangalore person should download the Card Activation file from the CCDM menu in Finacle (File Name is Renewal/Re-issue File) and place in the respective path for auto-Upload to FSI (YCS) application

3.23     CALL CENTRE

•  Issue - How to activate the card?

Action -  1) The Call Center executives of the DOP can login to the ATM call center application (CMS) to service the requests from the Card holders of DOP.

2)The Call center executives can perform Card maintenance activities such as Card hot listing, Card replacement, Pin regeneration request and Customer information maintenance such as Address update etc.

3.24     REPORTS

•  Issue - How to download reports from CMS?

Action - 1)The selected users of DOP can access the ATM application through SSO and download the Daily reports and Monthly reports using the Daily reports and Monthly report menu tab under the Reports menu.

3.25     RE-GENERATION OF REPORTS

•  Issue - How to regenerate the reports from CMS?

Action - i)In case if the Daily and monthly reports are not available in the Reports menu in the ATM application, then the regeneration request for the reports can be placed using the Regeneration of reports link under the Reports menu.

ii) The regenerated reports can be accessed from the Daily Reports and Monthly report menu tab under the Report menu on completion of the regeneration process.

3.26    ATM ADDITION

•  Issue - How to add an ATM?

Action- i) The CPC Bangalore to identify the ATMs that are installed and ready to be added into the ATM switch application.

The general details of the ATM such as the branch to which the ATM is linked, Contact person, address details, cassette and denomination configuration for the ATM are to be updated in the ATM addition template.

3.27    CAM (CARD ACCESS MANAGEMENT)

3.27.1      Transaction Monitoring

•  Issue - CAM Transaction Monitoring

Action - The ATM reconciliation User of DOP ( CPC Bangalore)can access the Transaction monitoring link in the CAM application/AGS application using the default login to view the online transactions processed by the ATM Switch.

The Transaction monitoring link provides real-time update on the transactions processed by the ATM switch.

3.27.2      Health check of ATMs

•  Issue - CAM Monitoring ATM

Action - The ATM reconciliation Users of DOP can access the real time status update on the ATMs pertaining to the hardware and media components. Based on the information displayed further action can be taken up with the managed services to resolve/ address the issue.

Issue - Cash Balance- View

Action)  The ATM reconciliation Users of DOP can access the real time cash status in the ATMs and take the appropriate actions as warranted by the situation.

3.28    GENERAL

Activity – Communication

Action -  In case of any scheduled activity or emergency unscheduled activity, the communication and required approvals will be sought by the respective team from the other entities. The communication to the entities will be based on the contact matrix shared by the individual entities. Infosys team will get the details and send to DOP for approvals.

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