ICL Pathway
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CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
Comments By:
Comments To:
CSR+ AUTOMATED PAYMENT SERVICE Processes and
Procedures Description
Processes and Procedures Description
CSR+
This document describes the procedures required to provide
the Automated Payment Service at post office counters
Approved
Helen Pharoah, Technical Design Authority
Richard O'Neill
ICL Pathway: Dave Cooke, Margaret Cudlip, John Dicks, John
Harding, Richard Hicks, Dai Jones, Doug Jones, Peter
Morgan, Peter Robinson, Martin Whitehead.
Sean Smith, Horizon Product Management
Document Controller & Author
Distribution: ICL Pathway Library, Pamela Coe, Andrew Donnelly, Doug
Jones, Brendan Nugent, Mik Peach.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
0.0 Document Control
0.1 Document History
Version No. [Date Reason for Issue Associated
(CP/PinICL No.
0.1 20/08/99 Initial draft for ICL Pathway and Horizon
review.
(0.2 (01/10/99 Draft for ICL Pathway and Post Office
Counters Ltd review.
0.3 19/11/99 Draft for ICL Pathway and Post Office
Counters Ltd review.
(0.4 21/01/00 Draft for ICL Pathway and Post Office
Counters Ltd review.
1.0 (06/04/00 Approved.
1.4 14/07/00 Draft for ICL Pathway and Post Office I(CCN628
Counters Ltd review. cP2608
PinICL
IPC0044177
4.2 15/08/00 Draft for ICL Pathway and Post Office (CCN630
Counters Ltd review. cp2663
2.0 (07/09/00 Approved. PinICL
IPC0053442
\CP2742
2.1 19/10/00 Draft for ICL Pathway and Post Office PinICL
Counters Ltd review. IPC0049503
\CP2735
2.2 16/11/00 Draft for ICL Pathway and Post Office
Counters Ltd review.
13.0 28/11/00 Approved. ICP2844
3.1 (07/12/00 Draft for ICL Pathway and Post Office
(Counters Ltd review.
4.0 12/12/00 Approved.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
0.2 Approval Authorities
Name Position Signature Date
[Sean Smith IAPS Product
Manager, POCL
Product Assurance,
Horizon Programme
Peter Jeram Director of
Development, ICL
Pathway
0.3 Associated Documents
Reference Nersion _ [Title Source
\CR/FSP/0004 Service Architecture Design ICL Pathway
Document
ICS/DES/014 (CSR+ APS PPD Design ICL Pathway
ICS/PRO/O90 (CSR+ Access Control and User ICL Pathway
Administration PPD
ICS/PRO/092 (CSR+ Horizon System Helpdesk PPD IICL Pathway
ICS/PRO/093 ICSR+ Introduction PPD ICL Pathway
ICS/PRO/094 (CSR+ Order Book Control Service ICL Pathway
PPD
ICS/PRO/095 (CSR+ Electronic Point of Sale ServiceIlCL Pathway
PPD
ICS/PRO/096 CSR+ Logistics Feeder Service PPD IICL Pathway
ICS/PRO/097 (CSR+ Operating Environment PPD __IICL Pathway
IPA/STR/013 ICL Pathway Core System Release _IICL Pathway
Plus Contents Description
ISD/DES/005 Horizon OPS Reports and Receipts — IICL Pathway
Pathway Horizon Office Platform
Service
ISD/DOC/009 Horizon OPS Desktop Messages and IICL Pathway
Help Text: CSR+
ISD/SPE/016 Horizon OPS Menu Hierarchy: ICL Pathway
Release 2
Unless a specific version is referred to above, reference should be made to the
current Approved version of documents.
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Commercial in Confidence
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ICL Pathway
CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
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0.4 Abbreviations/Definitions
‘Abbreviation
Definition
APS Automated Payment Service
BC IBar-code
IBP Balance Period
BT British Telecommunications
(CAP (Cash Account Period
ICRN (Customer Reference Number
ICSR+ (Core System Release Plus
IDVLNI Driver and Vehicle Licensing Northern Ireland
IEPOSS Electronic Point of Sale Service
IFAD Financial Accounts Division (of the Post Office)
IHAPS [Host Automated Payment System
IHSH [Horizon System Helpdesk
ICL International Computers Limited
ISDN Integrated Services Digital Network
LAN Local Area Network
LFS Logistics Feeder Service
IMC Magnetic Card
IOBCS (Order Book Control Service
OPS Office Platform Service
IPAN Primary Account Number
IPC Personal Computer
IPOCL Post Office Counters Ltd
IPPD Processes and Procedures Description
(QM (Quantum
ISPM Simple Payment Module
iC later Card
0.5 Changes in this Version
Version
\Changes
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
(0.2 (Comments received on V0.1 incorporated.
(Checksums included and recovery clarified.
0.3 (Comments received on V0.2 incorporated.
(Change of button name at the end of AP report procedures from
‘Complete’ to ‘Exit’ (CCN557).
(Addition of second depression of the RECPT key as an alternative
method of producing a copy receipt (CCN557).
Removal of option to postpone disaster recovery (CP2190).
(0.4 (Comments received on V0.3 incorporated.
1.0 (Comments received on V0.4 incorporated.
Alteration to message Msg00107 (PinICL PC0038881).
(Alteration to message Msg29022 (PinICL PC0039585).
(Correction of reference number validation in disaster recovery
(PinICL PC0041381).
(Addition of time limit for SPM reversals (CCN623).
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CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
11
(Changes arising from testing and ICL Pathway:
Section 4.3 Automated payment using a smart card: Addition of
exception for rejection of specific Quantum smart cards (CCN628).
‘Section 8 Recovery: Replacement of text describing how reloads
invoke recovery (CP2608).
[Document-only changes (e.g. arising from the Horizon System User
(Guide review) (CP2742):
Section 4.1 Automated payment using a magnetic card: Clarification
that the exceptions to step 5 are instead of the screen display rather
than the selection of the Tick option.
[Section 4.1 Automated payment using a magnetic card and Section
4.3 Automated payment using a smart card: Correction of PPD cross-
referenced for settlement.
Section 4.1 Automated payment using a magnetic card, Section 4.2
Automated payment using a bar-coded document and Section 4.3
Automated payment using a smart card: Clarification of which
exceptions occur instead of which steps. Clarification that the current
lamount must first be deleted should it need to be altered. Additions of
potential occurrences of MSG68.
Section 4.2 Automated payment using a bar-coded document:
(Correction of mention of ‘card’ in message nPServerMsgs:00002
exception to ‘document’.
Section 4.3 Automated payment using a smart card: Clarification that
ithe SPM ‘card full’ message is only displayed when an attempt is
Imade to add credit to the card.
[Section 6.1 Entering a bar-coded document's bar-code number
manually and Section 6.2 Entering a magnetic card’s PAN manually:
Alteration to the gist of message MSG68 (PinICL PC0044177) and
expansion of the action taken.
Section 6.4 Dealing with smart card exceptions: Deletion of spurious
‘or MSG439’ from Exception J since this message is described in
Exception M.
Section 8.2 Disaster Recovery procedure: Correction in step 1
Scenario B of the next action performed from step 10 to 11.
Section 8.3 Fallback recovery: Deletion in step 3 of spurious
Exception A.2.1 and Scenario A.3. Renaming of Exception A.3.1 to
(Scenario A.3:If the receipt is neither an imprinter foil nor a bar-coded
bill foil’.
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CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
1.2
Throughout: Changes to HSH call cross-references (CCN630).
(Addition of manual processes (CP2663) as follows:
le Section 8 Recovery: Addition of business rule for a disaster
recovery receipt temporarily lost and subsequently found (PinICL
PC0042580).
le Section 8.1 Session recovery procedure: Addition of Exception A.1
to step 4 for a mismatch of smart card original and recovery
receipt amounts (PinICL PC004178).
Documentation-only changes (CP2742):
Section 3.1 Transaction initiation: The phrase ‘and entering the
icustomer token details’ replaced by ‘and entering the magnetic card
jor bar-coded bill details’.
Section 4.1 Automated payment using a magnetic card: The
instruction in step 2 Scenarios B.1.1 and C.1 changed from ‘Advise
ithe customer that the card cannot be accepted...’ to ‘Accept the
transaction as a manual AP transaction’. Correction in step 5
Exceptions A and B to continue at step 4 instead of step 5.
Section 4.2 Automated payment using a bar-coded document:
Deletion of the note in step 2 Exception A that if a bar-code does not
Ihave manual fallback the clerk cannot perform the transaction. The
instruction in step 2 Scenario C.1 changed from ‘Advise the customer
that the document cannot be accepted...’ to ‘Accept the transaction
las a manual AP transaction’.
Section 4.3 Automated payment using a smart card: Correction in
step 2 Exception B to continue at step 7 instead of step 5.
‘Section 5.2.1 Producing an AP transactions By User report: Removal
lof the instruction to clear totals (step 6), as user reports do not
require cut-off.
Section 6.1 Entering a bar-coded document's bar-code number
manually: The instruction in step 4 Scenario A.1.1 changed from
(Advise the customer that the document cannot be accepted...’ to
‘Accept the transaction as a manual AP transaction’.
Section 6.2 Entering a magnetic card’s PAN manually: The instruction
in step 4 Scenario B.1.1 changed from ‘Advise the customer that the
card cannot be accepted...’ to ‘Accept the transaction as a manual
AP transaction’.
Section 7.4.1.1 Manual receipt for automated payment using a
magnetic card: Deletion of ‘(if not embedded in the PAN)’ from the
instruction to write down the service code in step 3.
2.0
Alteration to the gist of message Msg29031 (PiniCL PC0053442) so
jthat ‘changed’ is now ‘charged’.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
DDocumentation-only changes (CP2742):
Section 4.1 Automated payment using a magnetic card and Section
4.2 Automated payment using a bar-coded document: Amendment in
step 2 Exception C 2" bullet from ‘a post office’ to ‘this post office’.
Addition to step 2 Scenario C.2 1* bullet of ‘, and that the customer
should present it at the correct office or contact the issuer’.
[Section 4.2 Automated payment using a bar-coded document:
Deletion of the note in step 2 Exception B that if a bar-code does not
Ihave manual fallback the clerk cannot perform the transaction.
Manual acceptance added as follows: Last three bullet points of step
2 Exception B amended to form new scenarios B.1 and B.2 to match
(C.1 and C.2, and Exceptions B.2.1 and B.3.1 amended to match A.2.1
land A.3.1. Cross-reference in step 6 corrected from CS/PRO/024 to
ICS/PRO/097.
Section 6.4 Dealing with smart card transaction exceptions: Addition
ito Scenario 1.2.2 of bullet point to ‘ask the customer to return it to the
lutility company for a replacement’.
Section 7.8 Network failure — ISDN connection failure: Replacement
jof the last sentence of 1° paragraph by ‘The transaction received at
ithe data centre during the day are batched and sent overnight to the
relevant clients. Initially this will take place via the POCL HAPS
system until client migration has completed.’
Section 8 Recovery: Addition of the following new system rule:
(Disaster recovery does not allow the entry of a Water Card
transaction that has lower case characters in the receipt’s Ref2 field.
IThe receipt should therefore be sent to Chesterfield for the payment
jto be processed — refer to the Counter Operations Manual.’
‘Section 8.2 Disaster recovery: Addition of new Exception B.2 to step 6}
‘Scenario B that if the Ref2 field on the receipt contains lower case
characters, the receipt is sent to Chesterfield for processing and then
Previous is selected and the procedure continues from step 10.
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CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
2.1
Document-only changes (CP2844):
‘Section 8.3 Fallback recovery: Removal of step 4 (instruction to select
\Tick after selecting the token type) (PinICL PC0049503).
(Change to the APS disaster recovery message (CP2735) as follows:
Section 8 Recovery: 2nd bullet point of ‘When recovery is
entered’ —
‘The clerk is asked whether they have any receipts...’ replaced
by ‘The clerk is asked whether the Horizon system has been
replaced and they have any receipts...’.
Section 8.2 Disaster recovery procedure:
Step 1 — ‘The system asks you if you have any receipts...’
replaced by ‘The system asks you if the Horizon system has
been replaced and you have any receipts...’
Scenario A — replaced by:
SCENARIO A: If you know that the Horizon system has been
replaced or you are not sure:
« Check to see if you have any receipts in the specified
range.
SCENARIO A.1: If you have any receipts in the specified
range:
e Select the Tick option. The system displays the Checksum
screen.
e Proceed to step 2.
SCENARIO A.2: If you do not have any receipts in the specified
range:
e Select the Cross option.
e Proceed to step 11.
Scenario B — ‘if you do not have any receipts...’ replaced by ‘If
you know the Horizon system has not been replaced’
2.2
Document-only changes (CP2844):
See below.
Section 4 AP transactions: Addition to 2nd business rule ‘if they wish to continue
with the transaction. In the case of magnetic card and bar-coded payments for which
the customer wishes to make a payment above the maximum limit, the clerk need
not advise the customer but can accept the payment as two or more transactions.”
Section 4.1 Automated payment using a magnetic card: In step 2 Exception B.1 1st
bullet, “(refer to the Counters Operations Manual)’ inserted before ‘then proceed’. In
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
step 5 Exception C, in 2nd bullet ‘within the range’ replaced by ‘a multiple as’ and in
3rd bullet ‘an amount within the stated range’ replaced by ‘a stated multiple’.
Section 4.2 Automated payment using a bar-coded document: In step 3, Exception
A.3 in 2nd bullet ‘within the range’ replaced by ‘a multiple as’, Exception B.3 in 2nd
bullet ‘within the range’ replaced by ‘a multiple as’ and in 3rd bullet ‘an amount
within the stated range’ replaced by ‘a stated multiple’.
Section 4.3 Automated payment using a smart card: ‘; premature removal could
cause corruption of the card’ appended to 4th sentence. In step 3 Exception A st
sentence ‘changed’ corrected to ‘charged’, and in 3rd bullet ‘by inserting the card
into the utility company’s meter’ removed. In step 4 Exception A 1st sentence
replaced by ‘If the customer does not wish to pay an amount but only to know how
much is on the card’ and 1st bullet replaced by ‘Advise the customer of the current
credit shown in the screen details’.
Section 4.4 Reversing AP transactions: 1st business rule (transactions shall only be
reversed in the original office) moved to system rules.
Section 5.1 AP transactions report: In last sentence, ‘(that is, the report does not
need to be produced to enable stock unit balancing)’ added after ‘in Horizon system
terms’.
Sections 6.1 Entering a bar-coded document's bar-code number manually and 6.2
Entering a magnetic card’s PAN manually: order of sections swapped, and order of
bullets in Section 6 adjusted accordingly.
Section 6.4: Dealing with smart card transaction exceptions: Exception C replaced
by the following:
e ‘Select the Tick option.
e Check the card to see if it appears valid for payment at this post office then
proceed as follows:
SCENARIO C.1: If the card appears valid:
« Telephone the Horizon System Helpdesk [Call Reference data:missing
icon/product (Core product and AP)].
SCENARIO C.2: If the card does not appear valid:
e Advise the customer that the card cannot be accepted.
« This ends the transaction.’
Section 7.4.1.2 Manual receipt for automated payment using a bar-coded document:
Note (procedure relevant only as Transcash) removed.
Section 7.6.2 PC failure (single-counter office): In 2nd sentence ‘or bar-coded
documents’ deleted. After 2nd sentence ‘Bar-coded document transactions should
be undertaken using Transcash’ inserted. In 3rd sentence ‘AP transactions’
preceded by ‘magnetic card’. 1st bullet incorporated into 4th sentence by deletion of
‘in the following manner: For automated payment using magnetic card’ and
replacement of ‘follow’ by ‘by following’, ‘ignore’ by ‘ignoring’ and ‘omit’ by ‘omitting’.
2nd bullet removed
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
Section 7.8 Network failure — ISDN connection failure: ‘(at least every 15 minutes)’
removed from 1st sentence.
Section 8.2 Disaster recovery procedure: After the 1st sentence in step 1, addition of
‘(Note that, if there are no APS transactions in the counter system, then the date and
time given in the message will default to 01/05/1999 00:00.)’
Section 8.3 Fallback recovery procedure: In step 8 Scenario B.1 2nd bullet ‘comes
within the stated range’ replaced by ‘is a stated multiple’.
(Version (Changes
13.0 None.
3.1 Section 0.3 Associated documents: Removal of version numbers from
(document references and addition of ‘Unless a specific version is
referred to above, reference should be made to the current Approved
ersion of documents.’
4.0 None.
0.6 Changes Expected
(Changes
(Change of first line of support from HSH to NBSC (CRP0111).
[Section 8.2 Disaster recovery: Addition of the following to step 3 Scenario B: ‘Note:
here the date on the receipt is in the format dd/mm/yyyy, it should be entered as
idd/mm/yy, e.g. 20/12/2000 should be entered as 20/12/00. (CP2851).’
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
0.7 Table of Contents
1 Purpose...
3.1. Transaction initiation
3.2. AP receipt retention period.
4 AP transactions.
4.1 Automated payment using a magnetic card............
4.2 Automated payment using a bar-coded document...
4.3. Automated payment using a smart card.
4.4 Reversing AP transactions..
4.4.1 Reversing an AP transaction: procedure.
5 Production of reports.
5.1. AP transactions report.
5.1.1. Producing an AP transactions report.
5.2 AP transactions By User report.
5.2.1 Producing an AP transactions By User repo
6 General processes and procedures....
6.1 Entering a magnetic card's PAN manually..............
6.2 Entering a bar-coded document's bar-code number manually.
6.3 Re-printing an AP transaction receipt...
6.3.1 Re-printing an AP receipt: procedurt
6.4 Dealing with smart card transaction exceptions..
7 Fallback procedures.
7.1 Magnetic card reader failure....
7.1.1. Manual input of card details.
7.2 Bar-code reader failure.
7.2.1. Manual input of bar-code.
7.3. Smart card reader failure
7.4 Counter printer failure..
7.4.1. Producing manual receipts in the event of printer failure.......
7.5 Keyboard failure and touch screen failure.
7.6 PC failure...
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
7.6.1 System failure occurring after the first receipt has been printed..... 58
7.6.2 PC failure (single-counter office)...
7.6.3 PC failure (multi-counter office).....
7.7 Network failure — within the office.
7.8 Network failure - ISDN connection failure.
7.9 Site-related power failure
8 Recovery.
8.1 Session recovery procedure..
8.2 Disaster recovery procedure.....
8.3 Fallback recovery procedure...
8.4. Recovery and stock unit balancing...
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
1 Purpose
This PPD describes the processes and procedures at post office counters in
respect of the Automated Payment Service (APS), in accordance with ICL
Pathway Core System Release Plus (CSR+).
This PPD provides a description of all the processes involved in order to
enable the contractual agreement of procedures and to be a source from
which authors can develop the further user documentation needed.
2 Scope
This PPD describes the following processes and procedures:
e Automated payment using a magnetic card.
e Automated payment using a bar-coded document.
« Automated payment using a smart card.
e General processes and procedures, for example, manual input of bar-code
number from a bar-coded document or Primary Account Number (PAN)
from a magnetic card and re-printing an AP transaction receipt.
e Fallback procedures.
« Recovery procedures for session, disaster and fallback recovery
scenarios.
This PPD is one of a set of PPDs provided for CSR+. The way in which the
set fits together is described in the CSR+ Introduction PPD [Ref.
CS/PRO/093].
The use of the bar-code reader, magnetic card reader, smart card reader and
counter printer is described in the CSR+ Operating Environment PPD [Ref.
CS/PRO/097].
Generic procedures such as rejecting or accepting entered data, altering an
entered value, responding to a value error message and pre-viewing a receipt
are described in the CSR+ Operating Environment PPD [Ref. CS/PRO/097].
Information on settling transactions and accounting is provided in the CSR+
EPOSS PPD [Ref. CS/PRO/095].
The screen messages described in this PPD are summarised and suffixed
with a cross-reference in the form: ‘[Message Collection:ObjectName] where
Collection is the Collection name and ObjectName is the ObjectName within
this collection. These relate to an entry in the Horizon OPS Desktop
Messages and Help Text: CSR+ [Ref. SD/DOC/009] that defines the text of
the message.
The format of the APS reports and receipts is described in Horizon OPS
Reports and Receipts [Ref. SD/DES/005].
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
The helpdesk calls described in this PPD are cross-referenced to the calls
described in the CSR+ Horizon System Helpdesk PPD [Ref. CS/PRO/092] as
follows: ‘Telephone the Horizon System Helpdesk [Call Type:Problem]’ where
Type is the call type and Problem is the problem within this type, for example
Hardware:counter printer fault. (Note that these cross-references are
provided solely to assist PPD reviewers; the call references are not relevant
to the helpdesk callers.)
3 Overview
The Automated Payment Service (APS) is a service that enables POCL to
provide a range of payment services to the customers of many POCL Clients
including utility companies and local authorities. These payment services are
typified by their use of magnetic cards, bar-coded documents and smart cards
that are presented by customers at the counter either in support of payments
or as pre-payments to their account.
APS counter transactions use APS Product and APS Token reference data
that specifies details such as the minimum payment amount, card
interpretation rules and specific receipt wording.
APS is provided at every post office counter position, unless directed
otherwise by POCL, and is configured at installation to the particular products
appropriate to a particular post office.
3.1. Transaction initiation
AP transactions are typically initiated at the counter by a peripheral event
such as reading a magnetic card, a utility bill bar-code or a smart card. Two
copies of the receipt (a customer copy and an office copy) are produced for
every successful AP transaction. The office copy of the receipt is used to
facilitate transaction recovery in the case of a failure scenario.
Some transactions (such as AP manual transactions and recovery procedure
transactions) can be initiated by selecting the relevant menu item and
entering the magnetic card or bar-coded bill details.
The recovery procedure may be automatically entered following logon if APS
detects that it is necessary.
3.2 AP receipt retention period
AP receipts should be retained in the office for two years.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4 AP transactions
AP transactions are invoked using a magnetic card, a bar-coded document or
a smart card.
System rules:
e Before the user can perform an AP transaction, the Serve Customer
screen must be displayed.
« The system checks to see whether the POCL client service/product to
whom the customer is making payment is supported by the outlet. If this is
not the case, the system rejects their payment.
« The system will not accept payment amounts that are outside the pre-set
payment parameters for that particular transaction.
e Where a customer reference number is specified, it is validated by the
system.
e Smart card transactions cannot be suspended or transferred.
Business rules:
e Ifthe POCL client service/product to whom the customer is making
payment is not supported by the outlet, the customer must be advised of
this fact.
e Ifthe payment amount tendered by the customer is not accepted by the
system because it does not lie within the permitted parameters or required
method of payment for this scheme, the customer must be advised of this
and asked to amend their payment amount or method of payment, if they
wish to continue with the transaction. In the case of magnetic card and bar-
coded payments for which the customer wishes to make a payment above
the maximum limit, the clerk need not advise the customer but can accept
the payment as two or more transactions.
4.1 Automated payment using a magnetic card
The customer is supplied with a magnetic stripe card by the utility or company
to whom the account is payable. The card’s magnetic stripe contains details
of the customer’s account or reference number with the company to whom the
account is payable. The clerk swipes the card through the magnetic card
reader and the system reads and processes the account/customer
information held in the card.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
41
Automated payment using a magnetic card (contd)
The procedure to accept an automated payment from a customer using a
magnetic card is as follows:
Step 1. Obtain and check the customer’s magnetic card and payment -
Refer to the Counters Operations Manual.
Step 2. Swipe the card.
(The system displays the Amount screen.)
EXCEPTION A: If the card is not read, swipe the card again up to a
maximum of THREE times, then:
e Enter the Primary Account Number manually (see Section 6.1. Entering a
magnetic card’s PAN manually).
e Proceed to step 3.
EXCEPTION B: If the magnetic card is corrupt, the system displays a
message Saying that the data has been read but not recognised
[Message nPServerMsgs:00002]:
e Select the Tick option.
e Enter the PAN manually (see Section 6.1 Entering a magnetic card’s PAN
manually.)
« Proceed to step 3.
EXCEPTION B.1: If the system will not accept the PAN:
e Check the card to see if it appears valid for this type of
payment at a post office (refer to the Counter Operations
Manual) then proceed as follows:
SCENARIO B.1.1: If the card appears to be valid:
e Accept the transaction as a manual AP transaction.
e Acall should be made to the Horizon System Helpdesk [Call Reference
data:product detail incorrect].
e This ends the transaction.
SCENARIO B. 1.2: If the card does not appear to be valid:
e Advise the customer that the card cannot be accepted.
e This ends the transaction.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 17 of 1
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.1. Automated payment using a magnetic card (contd)
EXCEPTION C: If the magnetic card is not valid at this office or there
is no matching reference data, the system says that the card or bar-
code was not recognised [Message APS MessageDefs:MSG68]:
e Select the Tick option.
« Check the card to see if it appears valid for this type of payment at this
post office then proceed as follows:
SCENARIO C.1: If the card appears to be valid:
e Accept the transaction as a manual AP transaction.
« Acall should be made to the Horizon System Helpdesk [Call
Reference data:product detail incorrect].
e This ends the transaction.
SCENARIO C.2: If the card does not appear to be valid:
e Advise the customer that the card cannot be accepted, and
that the customer should present it at the correct office or
contact the issuer.
« This ends the transaction.
Step 3. Place the card aside.
Step 4. Enter the amount that the customer wishes to pay and select the
Tick option.
Step 5. The system displays the Method of Payment screen.
EXCEPTION A: If the value you have entered is too large, the system
displays the Invalid Value screen showing the range of values allowed
and a message saying that the value entered is outside the allowed
range [Message EPOSS:MSG12]:
e Select the Tick option.
e Delete the current amount and proceed to step 4, ensuring that you enter
an amount within the stated range. Unless otherwise stated, enter the
amount as two or more separate transactions with all but the last being at
the maximum level.
EXCEPTION B: If the value you have entered is too small, the system
displays the Invalid Value screen showing the range of values allowed
and a message saying that the value entered is outside the allowed
range [Message EPOSS:MSG12]:
« Select the Tick option.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.1. Automated payment using a magnetic card (contd)
e Advise the customer that the value of the payment must be within the
range stated on the system and request them to amend the payment value.
e Delete the current amount and proceed to step 4, ensuring that you enter
an amount within the stated range.
EXCEPTION B.1: If the customer doesn’t wish to amend the
value:
e Select the Previous option.
« This ends the transaction.
EXCEPTION C: If the value you have entered is an incorrect multiple,
the system displays the Invalid Value screen and a message saying
that the product can only be sold in specified multiples [Message APS
MessageDefs:MSG431]:
« Select the Tick option.
e Advise the customer that the value of the payment must be a multiple as
stated on the system and request them to amend the payment value.
e Delete the current amount and proceed to step 4, ensuring that you enter a
stated multiple.
EXCEPTION C.1: If the customer doesn’t wish to amend the
value:
e Select the Previous option.
« This ends the transaction.
EXCEPTION D: If the customer changes their mind about the amount
they wish to pay:
e Delete the current amount and proceed to step 4, ensuring that you enter
the amount that the customer now wishes to pay.
Step 6. On the Method of Payment screen, select the appropriate
method of payment.
Step 7. The system displays a message telling you to wait while the
receipts are printed [Message APS MessageDefs:MSG377] and
then the counter printer prints the first copy of the receipt.
The system displays a message telling you to tear off the printed
receipt and confirm to print the next copy [Message
EPOSS:MSG207].
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.1. Automated payment using a magnetic card (contd)
EXCEPTION A: If the printer is not available:
e The system displays the Printer Error screen with a Retry and a Cancel
option.
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097)).
e Select the Retry option.
e Proceed to step 8.
EXCEPTION A. 1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097)).
« Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Proceed to step 11.
Step 8. Tear off the first copy of the receipt and select the Tick option.
(The counter printer prints a second copy of the receipt.)
EXCEPTION A: If the first copy of the receipt is illegible:
« Change the printer’s print ribbon cassette cartridge (see the CSR+
Operating Environment PPD [Ref. CS/PRO/097)).
e Select the Tick option on the screen telling you to confirm to print the next
copy.
« Proceed to step 10.
Step 9. While the second receipt is printing, hand the customer their
magnetic card and the first copy of the receipt. (Advise the
customer to retain their copy of the receipt as proof of payment.)
EXCEPTION A: If the printer is not available:
« The system displays the Printer Error screen with a Retry and a Cancel
option.
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097]).
e Select the Retry option.
« Proceed to step 9.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.1. Automated payment using a magnetic card (contd)
EXCEPTION A. 1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097)).
« Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Hand the customer their magnetic card and their copy of the
manual receipt.
e Proceed to step 11.
Step 10. Tear off the second copy of the receipt and place it and the
customer’s payment in the drawer.
EXCEPTION A: If the second copy of the receipt was illegible and you
had to change the printer's print ribbon cassette:
« Re-print the receipt to obtain a second copy as described in Section 6.3 Re-
printing an AP transaction receipt.
EXCEPTION B.: If you tear either copy of the receipt in half when
removing it from the printer:
e Re-print the receipt to obtain another copy as described in Section 6.3 Re-
printing an AP transaction receipt.
Step 11. Select the Finish option to settle the transaction.
(The system displays the Settlement screen. If this is a simple cash
transaction, select the Fast Cash option to settle the transaction (see
the CSR+ EPOSS PPD [Ref. CS/PRO/095] for information on settling
transactions.)
EXCEPTION A: If the first copy of the receipt was illegible and you
had to change the printer’s print ribbon cassette:
e Re-print the receipt to obtain a first copy as described in Section 6.3 Re-
printing an AP transaction receipt.
e Hand the customer their magnetic card and the reprinted receipt.
« Proceed to step 11.
EXCEPTION B.: If another transaction has been requested:
e Refer to the appropriate PPD.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document
The bar-code from an AP document typically contains an Issuer Identification
Number and customer account details. The clerk scans the document's bar-
code with the bar-code reader and the system reads and processes the
account/customer information contained in the bar-code.
The procedure to accept an automated payment from a customer with a bar-
coded document is as follows:
Step 1. Obtain and check the customer’s document and payment - Refer
to the Counters Operations Manual.
Step 2. Scan the bar-code on the document.
(The system displays the Amount screen.)
EXCEPTION A: If the bar-code is not read, scan the bar-code again
up to a maximum of THREE times, then:
e Enter the bar-code number manually (see Section 6.2 Entering a bar-coded
document's bar-code number manually).
EXCEPTION A.1: If the bar-code is on a BT bill:
e Accept the payment as a manual BT payment and treat the
bill as a non bar-coded bill. (For information on recording a
receipt transaction, see the CSR+ EPOSS PPD [Ref.
CS/PRO/095].)
« This ends the transaction.
e Proceed to step 3.
EXCEPTION B: If the bar-code is read but is invalid, the system
displays a message saying that the data has been read but not
recognised [Message nPServerMsgs:00002]:
« Select the Tick option.
e Enter the bar-code number manually (see Section 6.2 Entering a bar-coded
document's bar-code number manually).
e If you cannot enter the bar-code number manually, check the document to
see if it appears valid for this type of payment at this post office then
proceed as follows:
SCENARIO B.1: If the document appears to be valid:
e Accept the transaction as a manual AP transaction.
e Acall should be made to the Horizon System Helpdesk [Call
Reference data:product detail incorrect].
* This ends the transaction.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
SCENARIO B.2: If the document does not appear to be valid:
e Advise the customer that the document cannot be accepted,
and that the customer should present it at the correct office or
contact the issuer.
* This ends the transaction.
EXCEPTION C: If the document is not valid at this office or there is no
matching reference data, the system says that the card or bar-code
was not recognised [Message APS MessageDefs:MSG68]:
e Select the Tick option.
« Check the document to see if it appears valid for this type of payment at
this post office then proceed as follows:
SCENARIO C.1: If the document appears to be valid:
e Accept the transaction as a manual AP transaction.
« Acall should be made to the Horizon System Helpdesk [Call
Reference data:product detail incorrect].
« This ends the transaction.
SCENARIO C.2: If the document does not appear to be valid:
e Advise the customer that the document cannot be accepted,
and that the customer should present it at the correct office or
contact the issuer.
* This ends the transaction.
Step 3. Place the document aside.
SCENARIO A: If the bill indicates a default amount to be paid:
« The Amount screen shows the default amount.
e Select the Tick option to accept the default amount.
(The system displays the Method of Payment screen.)
e Proceed to step 4.
EXCEPTION A. 1: If the client has created a default amount on
the bar-coded bill which is higher than their maximum payment,
the system displays the Invalid Value screen showing the range
of values allowed and a message saying that the value is outside
the allowed range [Message EPOSS:MSG12]:
e Select the Tick option.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
e Delete the current amount, then enter an amount that is
within the stated range and select the Tick option. Unless
otherwise stated, enter the amount as two or more separate
transactions with all but the last being at the maximum level.
e Proceed to step 4.
EXCEPTION A.2: If the client has created a default amount on
the bar-coded bill which is lower than their minimum payment, the
system displays the Invalid Value screen showing the range of
values allowed and a message saying that the value is outside
the allowed range [Message EPOSS:MSG12]:
e Select the Tick option.
e Advise the customer that the value of the payment must be
within the range stated on the system and request them to
amend the value of their payment.
e Delete the current amount, then enter an amount that is
within the stated range and select the Tick option.
e Proceed to step 4.
EXCEPTION A.2.1: If the customer insists on paying the
default amount:
e Select the Previous option.
e The bill should be taken as manual (for example, a bar-coded transcash
bill should be taken as transcash).
e This ends the transaction.
EXCEPTION A.2.1.1: If there is no manual transaction:
e Advise the customer that the payment cannot be
accepted.
e Select the Previous option.
e This ends the transaction.
EXCEPTION A.3: If the client has created a default amount on
the bar-coded bill which is not in a multiple of their stated multiple,
the system displays the Invalid Value screen and a message
saying that the product can only be sold in specified multiples
[Message APS MessageDefs:MSG431]:
e Select the Tick option.
e Advise the customer that the value of the payment must be a
multiple as stated on the system and ask them for an amount
which is a correct multiple.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
e Delete the current amount, then enter an amount that is a
stated multiple and select the Tick option.
e Proceed to step 4.
EXCEPTION A.3.1: If the customer insists on paying the
default amount:
e The bill should be taken as manual (for example, a bar-coded transcash
bill should be taken as transcash).
e This ends the transaction.
EXCEPTION A.3.1.1: If there is no manual transaction:
e Advise the customer that the payment cannot be
accepted.
¢ This ends the transaction.
EXCEPTION A.4: If the customer changes their mind about the
amount they wish to pay:
e Delete the default amount, then enter the amount that the
customer now wishes to pay and select the Tick option.
e Proceed to step 4.
SCENARIO B: If the bill does not indicate a default amount to be paid:
e Enter the amount the customer wishes to pay.
e Select the Tick option.
(The system displays the Method of Payment screen.)
e Proceed to step 4.
EXCEPTION B.1: If the value you have entered is too large, the
system displays the Invalid Value screen showing the range of
values allowed and a message saying that the value entered is
outside the allowed range [Message EPOSS:MSG12]:
e Select the Tick option.
e Delete the current amount, then enter an amount that is
within the stated range and select the Tick option. Unless
otherwise stated, enter the amount as two or more separate
transactions with all but the last being at the maximum level.
e Proceed to step 4.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
EXCEPTION B.2: If the value you have entered is too small, the
system displays the Invalid Value screen showing the range of
values allowed and a message saying that the value entered is
outside the allowed range [Message EPOSS:MSG12]:
e Select the Tick option.
e Advise the customer that the value of the payment must be
within the range stated on the system and request them to
amend the payment value.
e Delete the current amount, then enter an amount that is
within the stated range and select the Tick option.
e Proceed to step 4.
EXCEPTION B.2.1: If the customer doesn’t wish to amend the
value:
e Select the Previous option.
e The bill should be taken as manual (for example, a bar-coded transcash
bill should be taken as transcash).
« This ends the transaction.
EXCEPTION B.2.1.1: If there is no manual transaction:
e Advise the customer that the payment cannot be
accepted.
e Select the Previous option.
e This ends the transaction.
EXCEPTION B.3: If the value you have entered is an incorrect
multiple, the system displays the Invalid Value screen and a
message saying that the product can only be sold in specified
multiples [Message APS MessageDefs:MSG431]:
e Select the Tick option.
e Advise the customer that the value of the payment must be a
multiple as stated on the system and request them to amend
the payment value.
e Delete the current amount, then enter an amount that is a
stated multiple and select the Tick option.
e Proceed to step 4.
EXCEPTION B.3.1: If the customer doesn’t wish to amend the
value:
e Select the Previous option.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
e The bill should be taken as manual (for example, a bar-coded transcash
bill should be taken as transcash).
« This ends the transaction.
EXCEPTION B.3.1.1: If there is no manual transaction:
e Advise the customer that the payment cannot be
accepted.
e This ends the transaction.
EXCEPTION B.4: If the customer changes their mind about the
amount they wish to pay:
e Delete the current amount, then enter the amount that the
customer now wishes to pay and select the Tick option.
e Proceed to step 4.
Step 4. On the Method of Payment screen, select the appropriate
method of payment.
Step 5. The system displays a message telling you to wait while the
receipts are printed [Message APS MessageDefs:MSG377] and
then the counter printer prints the first copy of the receipt.
The system displays a message telling you to tear off the printed
receipt and confirm to print the next copy [Message
EPOSS:MSG207)).
EXCEPTION A: If the printer is not available:
e The system displays the Printer Error screen with a Retry and a Cancel
option.
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097]).
e Select the Retry option.
e Proceed to step 6.
EXCEPTION A. 1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097]).
e Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Proceed to step 9.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
Step 6. Tear off the first copy of the receipt and select the Tick option.
(The counter printer prints a second copy of the receipt.)
EXCEPTION A: If the first copy of the receipt is illegible:
« Change the printer’s print ribbon cassette cartridge (see the CSR+
Operating Environment PPD [Ref. CS/PRO/097)).
e Select the Tick option on the screen telling you to confirm to print the next
copy.
e Proceed to step 8.
Step 7. While the second receipt is printing, hand the customer their bar-
coded document and the first copy of the receipt. (Advise the
customer to retain their copy of the receipt as proof of payment.)
EXCEPTION A: If the printer is not available:
« The system displays the Printer Error screen with a Retry and a Cancel
option.
e Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097]).
e Select the Retry option.
e Proceed to step 7.
EXCEPTION A. 1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097)).
e Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Hand the customer their bar-coded document and their copy
of the manual receipt.
e Proceed to step 9.
Step 8. Tear off the second copy of the receipt and place it and the
customer’s payment in the drawer.
EXCEPTION A: If the second copy of the receipt was illegible and you
had to change the printer’s print ribbon cassette:
e Re-print the receipt to obtain a second copy as described in Section 6.3 Re-
printing an AP transaction receipt.
EXCEPTION B: If you have torn either copy of the receipt in half when
removing it from the printer:
e Re-print the receipt to obtain another copy as described in Section 6.3 Re-
printing an AP transaction receipt.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.2 Automated payment using a bar-coded document (contd)
Step 9. Select the Finish option to settle the transaction.
(The system displays the Settlement screen. If this is a simple cash
transaction, select the Fast Cash option to settle the transaction (see
the CSR+ EPOSS PPD [Ref. CS/PRO/095] for information on settling
transactions).
EXCEPTION A: If the first copy of the receipt was illegible and you
had to change the printer's print ribbon cassette:
« Re-print the receipt to obtain a first copy as described in Section 6.3 Re-
printing an AP transaction receipt.
e Hand the customer their bar-coded document and the reprinted receipt.
e Proceed to step 9.
EXCEPTION B.: If another transaction has been requested:
e Refer to the appropriate PPD.
4.3 Automated payment using a smart card
The customer is supplied with a smart card by the utility or company to whom
the account is payable. The card’s memory contains details of the customer’s
account or reference number with the company to whom the account is
payable. The clerk inserts the card into the smart card reader and the system
reads and updates the account/customer information held on the card. The
card must be left in the card reader until the system displays a message to
remove it; premature removal could cause corruption of the card. If the
system detects a mismatch with the reference data, the clerk is advised to
contact the Horizon System Helpdesk. If the transaction is abandoned after
the Amount screen has been displayed, a receipt is produced.
The procedure to accept an automated payment from a customer using a
smart card is as follows:
Step 1. Obtain and check the customer’s smart card and payment -
Refer to the Counters Operations Manual.
Step 2. Insert the card into the smart card reader.
The system displays a message saying that it is processing the card
and that the card must not be removed until instructed [Message APS
SMStdMessages:Msg00105].
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.3 Automated payment using a smart card (contd)
EXCEPTION A: If the system displays a message saying the product
you have tried to sell is not currently in use [Message APS
MessageDefs:MSG433]:
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102] and return it to the customer.
« Telephone the Horizon System Helpdesk [Call Reference data:Product
detail incorrect].
EXCEPTION B: If a Quantum card contains ‘MN’ in positions 5 and 6
of the customer ID file, the system displays a message telling you that
this is an Invalid card/Customer Id [Message APS
SMStdMessages:Msg29015]:
e Select the Tick option
« Tell the customer to contact the utility company.
e Proceed to step 7.
EXCEPTION C: If the smart card is not valid at this office or there is
no matching reference data, the system says that the card or bar-
code was not recognised [Message APS MessageDefs:MSG68]:
e Select the Tick option.
e Remove the card when prompted[Message APS
SMStdMessages:Msg00102].
« Check the card to see if it appears valid for this type of payment at a post
office then proceed as follows:
SCENARIO C.1: If the card appears to be valid:
e Advise the customer that the card cannot be accepted at this
post office at this time. They may wish to try another post
office.
« Acall should be made to the Horizon System Helpdesk [Call
Reference data:product detail incorrect].
* This ends the transaction.
SCENARIO C.2: If the card does not appear to be valid:
e Advise the customer that the card cannot be accepted.
¢ This ends the transaction.
Step 3. The system displays the Amount screen, showing the initial
credit for this card.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.3 Automated payment using a smart card (contd)
EXCEPTION A: If there is credit on an SPM card, the system displays
a message telling you that the card already contains some credit and
cannot be charged until the existing credit has been used [Message
APS SMStdMessages:Msg29031]:
e Select the Tick option.
« Remove the smart card when prompted (Message APS
SMStdMessages:Msg00102) and return it to the customer.
e Ask the customer to use the credit.
e This ends the transaction.
Step 4. Enter the amount that the customer wishes to pay and select the
Tick option.
EXCEPTION A: If the customer does not wish to pay an amount but
only to know how much is on the card:
e Advise the customer of the current credit shown in the screen details.
e Select the Previous option (or enter an amount of zero and select the Tick
option).
e Proceed to step 7.
Step 5. The system displays the Method of Payment screen.
EXCEPTION A: If the card was already full, and you have entered an
amount of more than zero, the system displays a message saying
that the card is full [Message APS MessageDefs:MSG428 value=1]:
e Select the Tick option.
e Advise the customer that the card is full.
e Proceed to step 7.
EXCEPTION B: If the value you have entered is outside the allowed
range, the system displays a message saying that it is unable to
make the credit adjustment [Message APS MessageDefs:MSG428
values 2 and 3]:
e Select the Tick option.
e Advise the customer that the value of the payment must be within the
range stated on the system and request them to amend the payment value.
e Delete the current amount and proceed to step 4, ensuring that you enter
an amount that is within the stated range.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.3
Automated payment using a smart card (contd)
EXCEPTION B.1: If the customer doesn’t wish to amend the
value:
e Select the Previous option.
e Proceed to step 7.
EXCEPTION C: If the customer changes their mind about the amount
they wish to pay:
e Delete the current amount and proceed to step 4, ensuring that you enter
the amount that the customer now wishes to pay.
For other exceptions that could occur, see Section 6.4 Dealing with
smart card transaction exceptions.
Step 6. On the Method of Payment screen, select the appropriate
method of payment.
Step 7. Remove the smart card when prompted [Message APS
SMStdMessages:Msg00101 (if the transaction completed
successfully) or Msg00102 (if the transaction was abandoned)].
Step 8. The system displays a message telling you to wait while the
receipts are printed [Message APS MessageDefs:MSG377] and
then the counter printer prints the first copy of the receipt.
The system displays a message telling you to tear off the printed
receipt and confirm to print the next copy [Message
EPOSS:MSG207].
EXCEPTION A: If the printer is not available:
e The system displays the Printer Error screen with a Retry and a Cancel
option.
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097]).
e Select the Retry option.
e Proceed to step 9.
EXCEPTION A. 1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097]).
« Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Proceed to step 12.
Step 9. Tear off the first copy of the receipt and select the Tick option.
(The counter printer prints a second copy of the receipt.)
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.3 Automated payment using a smart card (contd)
EXCEPTION A: If the first copy of the receipt is illegible:
« Change the printer's print ribbon cassette cartridge (see the CSR+
Operating Environment PPD [Ref. CS/PRO/097)).
« Select the Tick option on the screen telling you to confirm to print the next
copy.
« Proceed to step 11.
Step 10. While the second receipt is printing, hand the customer
their smart card and the first copy of the receipt. (Advise the
customer to retain their copy of the receipt as proof of payment.)
EXCEPTION A: If the printer is not available:
e The system displays the Printer Error screen with a Retry and a Cancel
option.
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097)).
e Select the Retry option.
« Proceed to step 10.
EXCEPTION A. 1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097)).
« Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Hand the customer their smart card and their copy of the
manual receipt.
e Proceed to step 12.
Step 11. Tear off the second copy of the receipt and place it and the
customer’s payment in the drawer.
EXCEPTION A: If the second copy of the receipt was illegible and you
had to change the printer's print ribbon cassette:
e Re-print the receipt to obtain a second copy as described in Section 6.3 Re-
printing an AP transaction receipt.
EXCEPTION B.: If you tear either copy of the receipt in half when
removing it from the printer:
e Re-print the receipt to obtain another copy as described in Section 6.3 Re-
printing an AP transaction receipt.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.3 Automated payment using a smart card (contd)
Step 12. Select the Finish option to settle the transaction.
(The system displays the Settlement screen. If this is a simple cash
transaction, select the Fast Cash option to settle the transaction (see
the CSR+ EPOSS PPD [Ref. CS/PRO/095] for information on settling
transactions.)
EXCEPTION A: If the first copy of the receipt was illegible and you
had to change the printer's print ribbon cassette:
« Re-print the receipt to obtain a first copy as described in Section 6.3 Re-
printing an AP transaction receipt.
e Hand the customer their smart card and the reprinted receipt.
e Proceed to step 12.
EXCEPTION B.: If another transaction has been requested:
e Refer to the appropriate PPD.
4.4 Reversing AP transactions
AP transactions cannot be voided once an amount has been entered and a
receipt has been printed. If, for example, the customer wants their money
back, the transaction must be completed and then reversed.
Business rules:
« The customer must present a receipt for the original transaction.
« A transaction cannot be reversed if it has been forwarded to POCL or the
Client.
« A transaction must be available for reversal until the end of the business
day on which it was performed.
e Eligibility for reversal is subject to the constraints of the token technology
of the transaction and the AP Client Specification.
e Reversals are not available during manual periods of operation.
System rules:
e Transactions shall only be reversed in the office in which the original
transaction took place.
e A transaction must be reversed in the stock unit used for the original
transaction.
e Forasmart card transaction, the customer must present the card used in
the original transaction.
e A transaction cannot be reversed after the end of day marker has been set
for the day in which the original transaction took place.
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Version: 4.0
Commercial in Confidence Date: 12/12/00
4.41
e A previously reversed transaction cannot be reversed.
« A reversal transaction cannot be reversed.
e Eligibility for reversal is determined by reference data.
e Areversal must take place within the same Cash Account Period (CAP) as
the original transaction, even if the end of day marker has not been set.
e The original transaction number must be known.
e Ina multi-counter position outlet, if a counter is operational but
disconnected from the local site LAN, a reversal is not permitted at that
counter. This rule does not apply in single counter position outlets.
« A transaction reversal is not allowed until the customer session in which
the original transaction was performed is complete.
e An SPM card reversal must take place within a predefined time of the
original transaction. The time limit is specified in a parameter that is
centrally configurable in the Horizon system’s message store, and is set to
a value defined by Post Office Counters Ltd.
Reversing an AP transaction: procedure
The procedure to reverse an AP transaction is as follows:
Step 1. Obtain the receipt for the original transaction from the customer -
refer to the Counters Operations Manual.
Step 2. From the Serve Customer screen, select the Desktop option, the
Transactions option, the Reversals option then the AP Reversal
option.
(The system displays the Transaction Reference screen.)
Step 3. Enter the APS transaction number of the AP transaction to be
reversed (the number is shown on the receipt) and select the Tick
option.
Step 4. The system displays the transaction details and a message
saying that you need to verify the transaction details and touch
Continue to reverse the transaction [Message APS
MessageDefs:MSG147].
Proceed as follows:
SCENARIO A: If the transaction details are those of the transaction to
be reversed:
e Select the Tick option.
e Proceed to step 5.
SCENARIO B: If the transaction details are not those of the
transaction to be reversed:
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
« Select the Cross option.
(The system displays the Reversals menu.)
¢ This ends the transaction.
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CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.4.1. Reversing an AP transaction: procedure (contd)
EXCEPTION A: If the product is one for which reversals are not
allowed, the system displays a message saying that reversals for this
product are not allowed and that the transaction cannot be reversed
[Message EPOSS:MSG85 (for a magnetic card or bar-coded
document transaction) or APS MessageDefs:MSG434 (for a smart
card transaction)]:
SCENARIO A.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
« Re-enter the APS Transaction number.
e Proceed to step 5.
SCENARIO A.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
« This ends the transaction.
EXCEPTION B.: If the transaction is already a reversal, the system
displays a message saying that the transaction has already been
reversed and giving details of the user performing the reversal and
the date and time [Message EPOSS:MSG82 (for a magnetic card or
bar-coded document transaction) or APS MessageDefs:MSG440 (for
a smart card transaction)]:
SCENARIO B.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
e Re-enter the APS Transaction number.
e Proceed to step 5.
SCENARIO B.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
« This ends the transaction.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.4.1. Reversing an AP transaction: procedure (contd)
EXCEPTION C: If the transaction was not performed at the current
stock unit, the system displays a message saying that the transaction
cannot be reversed [Message APS MessageDefs:MSG442]:
SCENARIO C.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
« Re-enter the APS Transaction number.
e Proceed to step 5.
SCENARIO C.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
« This ends the transaction.
EXCEPTION D: If the AP Transaction was not found in the current
CAP, the system displays a message saying that the transaction
cannot be reversed [Message APS MessageDefs:MSG441]:
SCENARIO D.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
« Re-enter the APS Transaction number.
e Proceed to step 5.
SCENARIO D.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
« This ends the transaction.
EXCEPTION E: If the end of day marker has been set for the day in
which the original transaction took place, the system tells you that the
AP End of Day cut-off rule applies [Message APS
MessageDefs:MSG80]:
SCENARIO E.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.4.1. Reversing an AP transaction: procedure (contd)
e Re-enter the APS Transaction number.
e Proceed to step 5.
SCENARIO E.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
« This ends the transaction.
EXCEPTION F: If details of this transaction already exist in the
internal recovery data maintained by APS, the system tells you to
perform session recovery [Message APS MessageDefs:MSG437]:
SCENARIO F.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
« Re-enter the APS Transaction number.
e Proceed to step 5.
SCENARIO F.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
e Perform session recovery at the node specified in the
message (see Section 8.1 Session recovery procedure) then
retry the reversal transaction (at any workstation).
EXCEPTION F.2.1: If session recovery cannot be performed:
« This ends the transaction.
EXCEPTION G: If the transaction reference number relates to an
SPM card transaction for which the reversal’s time limit has expired,
the system displays a message saying that the time limit for reversing
this transaction has been exceeded [Message APS
MessageDefs:MSG462]:
SCENARIO G.1: If you have made a mistake and wish to re-enter
the APS Transaction number:
e Select the Tick option.
(The system displays the Transaction Reference screen.)
« Re-enter the APS Transaction number.
e Proceed to step 5.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.4.1. Reversing an AP transaction: procedure (contd)
SCENARIO G.2: If you do not wish to re-enter the APS
Transaction number:
e Select the Previous option.
(The system displays the Reversals menu.)
* This ends the transaction.
Step 5. Proceed as follows:
SCENARIO A: If the transaction being reversed is a smart card
transaction:
e Insert the card when prompted [Message APS
SMStdMessages:Msg00106].
« The system displays a message saying that it is processing the card and
that the card must not be removed until instructed [Message APS.
SMStdMessages:Msg00105].
EXCEPTION A. 1: If the wrong card is inserted, the system
displays a message asking you to remove this card and insert the
correct one [Message APS SMStdMessages:Msg29000]:
e Remove the wrong card.
e Insert the correct card when prompted [Message APS
SMStdMessages:Msg00109].
EXCEPTION A. 1.1: If the correct card is not available:
« Advise the customer that the transaction cannot be reversed.
e Select the Cancel option. (The system displays the Reversals menu.)
e This ends the transaction.
« Remove the card when prompted and return it to the customer [Message
APS SMStdMessages:Msg00101].
EXCEPTION A.2: If any problems are encountered:
e See Section 6.4 Dealing with smart card transaction
exceptions.
e Proceed to step 6.
SCENARIO B: If the transaction being reversed is not a smart card
transaction:
« Proceed to step 6.
Step 6. The system displays a message telling you to wait while the
receipts are printed [Message APS MessageDefs:MSG377] and
then the counter printer prints the first copy of the receipt for the
reversal transaction.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.41
Reversing an AP transaction: procedure (contd)
The system displays a message telling you to tear off the printed
receipt and confirm to print the next copy [Message
EPOSS:MSG207].
EXCEPTION A: If a magnetic card or bar-coded document
transaction is not reversed successfully, the system displays a
message saying that the reversal has failed and telling the user to
contact the Horizon System Helpdesk [Message EPOSS:MSG79]:
e Select the Tick option.
e Telephone the Horizon System Helpdesk [Call Software:software error or
Reference data:POCL reference data incorrect).
EXCEPTION B.: If the printer is not available:
« The system displays the Printer Error screen with a Retry and a Cancel
option.
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097]).
e Select the Retry option.
e Proceed to step 7.
EXCEPTION B.1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097]).
« Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Proceed to step 8.
Step 7. Tear off the first copy of the receipt and select the Tick option.
(The counter printer prints a second copy of the receipt and displays
the Serve Customer menu.)
EXCEPTION A: If the first copy of the receipt is illegible:
e Change the printer’s print ribbon cassette cartridge (see the CSR+
Operating Environment PPD [Ref. CS/PRO/097)).
« Select the Tick option on the screen telling you to confirm to print the next
copy.
« Make a manual copy of the receipt (see Section 7.4.1 Producing manual
receipts in the event of printer failure).
e Proceed to step 8.
EXCEPTION B: If the printer is not available to print the second copy:
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Version: 4.0
Commercial in Confidence Date: 12/12/00
« The system displays the Printer Error screen with a Retry and a Cancel
option.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
4.4.1. Reversing an AP transaction: procedure (contd)
« Check the printer connections (see the CSR+ Operating Environment PPD
[Ref. CS/PRO/097]).
e Select the Retry option.
« Proceed to step 8.
EXCEPTION B.1: If the printer is still not available:
e Select the Cancel option and preview the receipt (see the
CSR+ Operating Environment PPD [Ref. CS/PRO/097]).
« Make a manual copy of the receipt (see Section 7.4.1
Producing manual receipts).
e Perform step 8.
« This ends the transaction.
Step 8. Hand the customer:
e The refund.
e The first copy of the receipt.
Step 9. Tear off the second copy of the receipt, attach it to the original
receipt and retain them both in the drawer.
EXCEPTION A: If the second copy of the receipt was illegible:
« Make a manual copy of the receipt (see Section 7.4.1 Producing manual
receipts in the event of printer failure).
EXCEPTION B.: If you tear either copy of the receipt in half when
removing it from the printer:
« Make a manual copy of the receipt (see Section 7.4.1 Producing manual
receipts in the event of printer failure).
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
5 Production of reports
This section describes the production of:
e The AP transactions report.
e The AP transactions By User report.
5.1 AP transactions report
This report is produced in order to list the day’s AP transactions performed for
a stock unit. The report can be used to aid fallback recovery procedures
(capturing on the system details of transactions performed manually while the
system was down). The user matches their receipts against the AP
transactions report to ascertain which transactions have not been recorded
on the system; unlisted transactions will need to be entered on the system as
described in Section 8.3 Fallback recovery procedure. While not being a
mandatory report in Horizon system terms (that is, the report does not need to
be produced to enable stock unit balancing), the AP transactions report is a
mandatory report in Post Office terms.
Producing an AP transactions report
The procedure to produce an AP transactions report is as follows:
Step 1. From the Reports menu, select the Counter Daily option.
(The system displays the Reports Counter Daily menu.)
Step 2. From the Reports Counter Daily menu, select the AP
Transactions option.
(The system displays the AP Transaction List report screen. The
screen shows the stock unit Id, the Cash Account period and the
balance period.)
Step 3. Do you wish to preview the report?
SCENARIO A: If you wish to preview the report:
« Select the Preview option.
(The system displays the report on the screen.)
e Proceed to step 4.
SCENARIO B: If you do not wish to preview the report:
e Proceed to step 4.
Step 4. Do you wish to print the report?
SCENARIO A: If you wish to print the report:
e Select the Print option.
(The printer prints the report.)
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
5.1.1 Producing an AP transactions report
e Proceed to step 5.
SCENARIO B: If you do not wish to print the report:
e Proceed to step 5.
Step 5. Do you require clearing of totals?
SCENARIO A: If you require clearing of totals:
e Select the Cut Off option:
(The system clears totals.)
e Proceed to step 6.
SCENARIO B: If you do not require clearing of totals:
e Proceed to step 6.
Step 6. Select the Exit option.
(The system displays the Reports Counter Daily menu.)
This ends the transaction.
5.2 AP transactions By User report
This report shows the AP transactions performed by a selected user. The
report produced lists transactions performed between the last and
penultimate cut-off reports. The report is an optional report in both Horizon
system and Post Office terms.
5.2.1. Producing an AP transactions By User report
The procedure to produce an AP transactions By User report is as follows:
Step 1. From the Reports menu, select the By User option.
(The system displays the Reports By User menu.)
Step 2. From the Reports By User menu, select the APS transactions
option.
(The system displays the User selection screen.)
Step 3. Select the appropriate user from the pick list and select the
Select option.
(The system displays the Produce Report by User AP Transaction
List screen. The screen shows the currently logged-in stock unit Id,
the Cash Account period, the balance period and the user's Id.)
Step 4. Do you wish to preview the report?
SCENARIO A: If you wish to preview the report:
e Select the Preview option.
(The system displays the report on the screen.)
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5.2.1 Producing an AP transactions By User report (contd)
e Proceed to step 5.
SCENARIO B: If you do not wish to preview the report:
e Proceed to step 5.
Step 5. Do you wish to print the report?
SCENARIO A: If you wish to print the report:
e Select the Print option.
(The printer prints the report.)
e Proceed to step 6.
SCENARIO B: If you do not wish to print the report:
e Proceed to step 6.
Step 6. Select the Exit option.
(The system displays the Reports By User menu.)
This ends the transaction.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
6 General processes and procedures
This section describes how to:
e Enter a magnetic card’s PAN manually.
e Enter a bar-coded document's bar-code number manually.
e Re-print an AP transaction receipt.
e Deal with smart card transaction exceptions.
6.1 Entering a magnetic card’s PAN manually
If a magnetic card cannot be read by the magnetic card reader, use this
procedure to enter the PAN manually.
The procedure to enter a PAN manually from a magnetic card is as follows:
Step 1. Select Other Products, Utilities then the AP Receipt option.
(The system displays the Token Type screen.)
Step 2. Select the appropriate token type (mag card).
(The system displays the Reference Number screen.)
EXCEPTION A: If you have selected the wrong token type:
e Select the Token Type field on the AP Manual Process panel.
(The system re-displays the Token Type screen.)
« Select the correct token type and select the Tick option.
(The system displays the Reference Number screen.)
« Proceed to step 3.
Step 3. Enter the PAN shown on the magnetic card.
(The PAN is the number shown in a large type-face on the card. The
PAN is usually embossed.)
Step 4. Select the Tick option.
(The system displays the Amount screen.)
EXCEPTION A: If the Service Code is not embedded in the PAN:
(The system displays the Service Code screen.)
« Enter the Service Code.
(The Service Code is the number(s) usually shown at the extreme left of
the bottom line on the magnetic card. There may be between one and four
digits in the Service Code. If the Service Code starts with a leading zero,
the zero must be entered.)
e Proceed to step 5.
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Version: 4.0
Commercial in Confidence Date: 12/12/00
6.1 Entering a magnetic card’s PAN manually (contd)
EXCEPTION A. 1: If you have entered the Service Code
incorrectly, the system displays an error message [Message APS
MessageDefs:MSG519]:
e Select the Tick option.
e Re-enter the Service Code and select the Tick option.
« Proceed to step 5.
EXCEPTION B.: If you have entered the wrong number, the system
says that the card or bar-code was not recognised [Message APS
MessageDefs:MSG68]:
e Select the Tick option.
e Re-enter the PAN.
« Proceed to step 5.
EXCEPTION B.1: If you have entered the correct number but the
system still says that the card or bar-code was not recognised
[Message APS MessageDefs:MSG68]:
e Check the card to see if it appears valid for this type of
payment at a post office then proceed as follows:
SCENARIO B.1.1: If the card appears to be valid:
e Accept the transaction as a manual AP transaction.
« Acall should be made to the Horizon System Helpdesk [Call Reference
data:product detail incorrect].
« This ends the transaction.
SCENARIO B. 1.2: If the card does not appear to be valid:
e Advise the customer that the card cannot be accepted.
« This ends the transaction.
Step 5. Continue in accordance with the procedure described in Section
4.1 Automated payment using a magnetic card starting from
step 3.
6.2 Entering a bar-coded document’s bar-code number manually
If a bar-coded document's bar-code cannot be read by the bar-code reader,
use this procedure to enter the number manually.
Business rule:
e This procedure should not be used for BT bar-coded bills.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
6.2
Entering a bar-coded document’s bar-code number manually (contd)
The procedure to enter the bar-code number manually from a bar-coded
document is as follows:
Step 1. Select Other Products, Utilities then the AP Receipt option.
(The system displays the Token Type screen.)
Step 2. Select the appropriate token type (bar-code).
(The system displays the Reference Number screen.)
EXCEPTION A: If you have selected the wrong token type:
e Select the Token Type field.
(The system re-displays the Token Type screen.)
« Select the correct token type and select the Tick option.
(The system displays the Reference Number screen.)
e Proceed to step 3.
Step 3. Enter the bar-code number from the bar-coded document, using
the Backspace key to delete any mis-typed digits.
The number is shown near the document's bar-code.
Step 4. Select the Tick option.
(The system displays the Amount screen.)
EXCEPTION A: If you have entered the wrong number, the system
says that the card or bar-code was not recognised [Message APS
MessageDefs:MSG68]:
« Select the Tick option.
e Re-enter the bar-code number.
e Proceed to step 5.
EXCEPTION A.1: If you have entered the correct number but the
system still says that the card or bar-code was not recognised
[Message APS MessageDefs:MSG68]:
e Check the document to see if it appears valid for this type of
payment at a post office then proceed as follows:
SCENARIO A. 1.1: If the document appears to be valid:
e Accept the transaction as a manual AP transaction.
e Acall should be made to the Horizon System Helpdesk [Call Reference
data:product detail incorrect].
e This ends the transaction.
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Version: 4.0
Commercial in Confidence Date: 12/12/00
6.2
Entering a bar-coded document’s bar-code number manually (contd)
SCENARIO A. 1.2: If the document does not appear to be
valid:
e Advise the customer that the document cannot be accepted.
e This ends the transaction.
Step 5. Continue in accordance with the procedures described in
Section 4.2 Automated payment using a bar-coded document
starting from step 3.
6.3 Re-printing an AP transaction receipt
6.3.1
A customer copy and an office copy receipt are produced automatically by the
system for every committed transaction. However, should there be any
problems with the system-produced receipts (for example, torn receipts or
illegible receipts), you can re-print a receipt as many times as necessary prior
to settling the customer session.
System rules:
e A reprint (copy) receipt for the customer session can be printed provided
that the session has not been settled.
e Since reversal transactions are settled automatically, reversal receipts
cannot be reprinted. (Selection of the reprint facility under these
circumstances would produce a reprint of the session receipt.)
Re-printing an AP receipt: procedure
The procedure to reprint an AP receipt is as follows:
Step 1. From the Desktop, select the Transaction option, the Serve
Customer option, the Functions option, then the Reprint Receipt
option (or press the RECPT key after the second copy of the
receipt has been printed and before the session has been
settled).
(The system displays a pick list showing the AP transactions in the
current customer session.)
Step 2. From the displayed pick list, select the AP transaction for which
you wish to reprint a receipt.
Note: a pick list is displayed because the EPOSS facilities are used
to re-print the APS receipt before the session is settled. EPOSS does
not know automatically what to print (it could be the session receipt or
any APS transactions within the session) and for this reason the
system displays a pick list.
Step 3. Select the Select option.
(The counter printer prints the receipt.)
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6.4 Dealing with smart card transaction exceptions
This section describes exceptions that could occur during payment or
reversal smart card transactions. If the exception occurs after the Amount
screen has been displayed, a receipt is produced. Where the exception
causes a payment transaction to be ended, the customer’s money needs to
be returned.
EXCEPTION A: If the system displays a message saying that the
application associated with this card could not be started [Message
APS SMStdMessages:Msg00100]:
e Select the Tick option.
e Retry the transaction.
e Ifthe problem persists, telephone the Horizon System Helpdesk [Call
Software:software error].
EXCEPTION B: If the system displays a message asking you to
remove and re-insert the card [Message APS
SMStdMessages:Msg00107]:
e Remove and re-insert the card, checking that is the right way round.
« Continue with the procedure.
EXCEPTION B.1: If the system redisplays the message asking
you to remove and re-insert the card [Message APS
SMStdMessages:Msg00107]:
e Remove the card, clean the card’s contacts (the gold metallic
areas) with a Horizon cleaning wipe, then re-insert the card.
e Continue with the procedure.
EXCEPTION B.1.1: If the system displays a message saying
that it is unable to read details from the card [Message APS
SMStdMessages:Msg29003]:
e Select the Tick option.
e Ask the customer to return the card to the utility company for a
replacement.
« Remove the card and return to the customer.
« This ends the transaction.
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Version: 4.0
Commercial in Confidence Date: 12/12/00
6.4 Dealing with smart card transaction exceptions (contd)
EXCEPTION C: If the system displays a message saying that this
smart card type is not currently supported [Message APS
SMStdMessages: Msg29001]:
e Select the Tick option.
e Check the card to see if it appears valid for payment at this post office then
proceed as follows:
SCENARIO C.1: If the card appears valid:
e Telephone the Horizon System Helpdesk [Call Reference
data:missing icon/product (core product and AP)].
SCENARIO C.2: If the card does not appear valid:
e Advise the customer that the card cannot be accepted
* This ends the transaction.’
EXCEPTION D: If the system displays a message saying that
transactions for this utility company or this customer are not allowed
at this office [Message APS SMStdMessages: Msg29002 or 29014]:
e Select the Tick option.
e Ask the customer to use the office indicated by the utility company.
« Remove the card and return to the customer.
e This ends the transaction.
EXCEPTION E: If the system displays a message saying that this
card is corrupt [Message APS SMStdMessages:Msg29005 or 29007]
(this could occur if the card was removed while a previous transaction
was in progress):
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102] and return it to the customer.
e Ask the customer to return it to the utility company for a replacement.
e This ends the transaction
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Version: 4.0
Commercial in Confidence Date: 12/12/00
6.4 Dealing with smart card transaction exceptions (contd)
EXCEPTION F: If the system displays a message saying an error has
occurred applying global, private or tariff data [Message APS
SMStdMessages: Msg29020, 29021 or 29022]:
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102] and return it to the customer.
e Ask the customer to reset the card by inserting it into the utility company’s
meter or to return it to the utility company for a replacement [Msg29020
and 29021], or ask the customer to reset the card by inserting it into the
utility company’s meter and if the error persists to contact the utility
company [Msg29022].
« This ends the transaction.
EXCEPTION G: If the system displays a message saying that it is
unable to write data to this card [Message APS
SMStdMessages:Msg2904 1]:
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102].
e Ask the customer whether this problem has occurred before.
SCENARIO G.1: If the customer is not aware that this problem
has occurred before:
e Retry the transaction at this counter.
e Ifthe problem persists, return the card to the customer and
ask the customer to try the transaction at another counter (in
a multi-counter office) or another post office (in a single-
counter office).
SCENARIO G.2: If the customer is aware that this problem has
occurred before:
e Return the card to the customer.
e Ask the customer to return it to the utility company for a
replacement.
« This ends the transaction.
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6.4
Dealing with smart card transaction exceptions (contd)
EXCEPTION H: If the system displays a message saying this card
cannot be accessed [Message APS SMStdMessages:Msg291 20]:
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102] and return it to the customer.
e Ask the customer to return it to the utility company for a replacement.
« This ends the transaction.
EXCEPTION I: If the system displays a message saying that the
transaction could not be performed at this time [Message APS
SMStdMessages:Msg29998 (for an SPM card) or Msg29999 (for
other cards)]:
e Select the Tick option.
SCENARIO I.1: For an SPM card:
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102] and return it to the customer.
e Ask the customer to reset the card by inserting it into the
utility company’s meter.
* This ends the transaction.
SCENARIO 1.2: For other cards:
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102].
e Ask the customer whether this problem has occurred before.
SCENARIO 1.2.1: If the customer is not aware that this
problem has occurred before:
e Retry the transaction at this counter.
e Ifthe problem persists, return the card to the customer and ask the
customer to try the transaction at another counter (in a multi-counter
office) or another post office (in a single-counter office).
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Commercial in Confidence Date: 12/12/00
6.4
Dealing with smart card transaction exceptions (contd)
SCENARIO 1.2.2: If the customer is aware that this problem
has occurred before:
e Return the card to the customer.
e Ask the customer to return it to the utility company for a replacement.
e This ends the transaction.
e Telephone the Horizon System Helpdesk [Call Software:system message
displayed on screen].
EXCEPTION J: If the system displays a message saying that an
internal error has occurred attempting to start the current transaction
[Message APS MessageDefs:MSG435]:
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102].
e Log out and log on again, then retry the transaction.
« Ifthe problem persists, telephone the Horizon System Helpdesk [Call
Software:system message displayed on screen].
EXCEPTION K: If the system displays a message saying that an
internal error or an internal card error has occurred [Message APS
MessageDefs:MSG420, MSG421,or MSG422 or APS
SMStdMessages:Msg29004]:
e Select the Tick option.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102].
« Log out and log on again, then retry the transaction.
« Ifthe problem persists, telephone the Horizon System Helpdesk [Call
Software:system message displayed on screen].
EXCEPTION L: If you remove the smart card in the middle of a
transaction, the system displays a message saying that you should
not have removed the card while a transaction is in progress
[Message APS SMStdMessages:Msg00108]:
« Select the Tick option.
e The transaction is abandoned.
e Retry the transaction.
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Version: 4.0
Commercial in Confidence Date: 12/12/00
6.4
Dealing with smart card transaction exceptions (contd)
EXCEPTION M: If the system displays a message saying that an
internal error has occurred attempting to start the current transaction
[Message APS MessageDefs:MSG439]:
e Select the Tick option.
e Ifthe problem persists, telephone the Horizon System Helpdesk [Call
Software:system message displayed on screen].
EXCEPTION N: If the system displays a message saying that this
transaction cannot be performed with the credit available on the card
[Message APS SMStdMessages:Msg29030]:
e Select the Tick option.
e Advise the customer that the transaction cannot be performed.
« Remove the card when prompted [Message APS
SMStdMessages:Msg00102] and return it to the customer.
« This ends the transaction.
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7 Fallback procedures
This section deals with the procedures that must be undertaken in order to
serve the customer in the event of equipment failure within the post office.
The following types of equipment failure will affect the processing of AP
transactions:
e Magnetic card reader failure
« Bar-code reader failure
e Smart card reader failure
« Counter printer failure
e Keyboard failure and touch screen failure
e PC failure - Single-counter office
e PC failure - Multi-counter office
« Network - ISDN connection
« Site-related failures
7.1 Magnetic card reader failure
Magnetic card reader failure will affect the following AP transaction:
e Automated payment using a magnetic card.
Manual input of card details
In the event of magnetic card reader failure, automated payment using a
magnetic card may be undertaken at another counter position or the
transaction may be undertaken as described in Section 6.1 Entering a
magnetic card’s PAN manually.
7.2 Bar-code reader failure
7.2.1
Bar-code reader failure will affect the following AP transaction:
e Automated payment using a bar-coded document.
Manual input of bar-code
In the event of bar-code reader failure, automated payment using a bar-coded
document may be undertaken at another counter position or the transaction
may be undertaken as described in Section 6.2 Entering a bar-coded
document's bar-code number manually (with the exception of bar-coded BT
bills for the latter option which should be treated as non bar-coded bills).
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7.3 Smart card reader failure
Smart card reader failure will affect the following AP transaction:
e Automated payment using a smart card.
In the event of smart card reader failure, automated payment using smart
card may be undertaken at another counter position. In a single-counter
office, the transaction cannot take place.
7.4 Counter printer failure
Counter printer failure will affect all AP transactions as receipts are a
mandatory requirement for these transactions.
7.4.1. Producing manual receipts in the event of printer failure
In the event of counter printer failure, AP transactions may be undertaken at
another counter position or a manual receipt must be produced for the
transaction as described below.
7.4.1.1 Manual receipt for automated payment using a magnetic card
Step 1. Obtain a triplicate manual receipt form P4565. The stationery
used is 3-ply. One of these plies is not required and must be
destroyed in case it is used to record the transaction twice.
Step 2. Prepare receipt using card and imprinter (if the card is
embossed) - Refer to existing counter procedure.
Step 3. Using the receipt screen preview, write the following details on
the receipt:
« Checksum.
e AP transaction reference number.
Token type (that is, ‘MC’).
Customer Reference Number (PAN).
.
.
Service Code.
Value of transaction.
e¢ Method of payment for transaction.
Step 4. Date stamp both copies of receipt.
Step 5. Issue the top copy of the receipt to the customer.
Step 6. Retain the under copy of the receipt in accordance with current
procedures.
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7.4.1.2 Manual receipt for automated payment using a bar-coded document
Step 1. Obtain a Miscellaneous Receipt form P1091L.
Step 2. Using the receipt screen preview, write the following details on
the receipt:
« Checksum.
« AP transaction reference number.
« Token type (that is, ‘BC’).
« Customer Reference Number (bar-code).
« Value of transaction.
e Method of payment for transaction.
Step 3. Date stamp both copies of receipt.
Step 4. Issue the top copy of the receipt to the customer.
Step 5. Retain the under copy of the receipt in accordance with current
procedures.
7.4.1.3 Manual receipt for automated payment using a smart card
Step 1. Obtain a triplicate manual receipt form P4565. The stationery
used is 3-ply. One of these plies is not required and must be
destroyed in case it is used to record the transaction twice.
Step 2. Using the receipt screen preview, write the following details on
the receipt:
« Checksum.
e AP transaction reference number.
« Token type (that is, ‘QM’, ‘SPM’, or ‘WC’).
e Ref1 number.
e Ref2 number.
e Value of transaction.
e Method of payment for transaction.
e Any other information that appears below the ‘Amount’ line.
Step 3. Date stamp both copies of receipt.
Step 4. Issue the top copy of the receipt to the customer.
Step 5. Retain the under copy of the receipt in accordance with current
procedures.
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7.5 Keyboard failure and touch screen failure
For the fallback procedures for keyboard or touch screen failure, see the
CSR+ Operating Environment PPD [Ref.CS/PRO/097].
7.6 PC failure
7.6.1
7.6.2
(‘PC’ refers to the PC itself plus the internal cards and monitor.)
This section deals with the fallback procedures which must be undertaken
when PC failure occurs in a single-counter or a multi-counter office.
If a PC fails in mid-customer session, the system invokes session recovery
procedures on coming back on-line (see Section 8.1 Session recovery
procedure).
System failure occurring after the first receipt has been printed
If the system fails after the first copy of the receipt (customer copy) has been
printed and before the second receipt (post office copy) is printed, a manual
receipt should be produced for the transaction (see Section 7.4.1 Producing
manual receipts in the event of printer failure). The system-printed first copy
of the receipt should be associated with the under copy of the manual receipt
and retained within the office. No further action will be required by the counter
clerk other than the normal recovery procedures described in Section 8.1
Session recovery procedure.
In the event that no manual receipt can be produced (i.e. the customer has
left the office before a manual receipt is produced), no further action will be
required by the counter clerk other than the normal recovery procedures
described in Section 8.1 Session recovery procedure where a magnetic card
or bar-coded document transaction should be recorded as a lost receipt.
PC failure (single-counter office)
PC failure in a single-counter office will affect all AP transactions.
In the event of PC failure in a single-counter office, AP transactions using
magnetic cards may be undertaken manually. Bar-coded document
transactions should be undertaken using Transcash. Following failure
rectification, it will be necessary to recover on the system details of the
magnetic card AP transactions undertaken during the period of failure. To
ensure this is possible, and to satisfy the mandatory requirement of providing
a receipt to the customer, a manual receipt must be produced for the
transaction by following the procedure described in Section 7.4.1.1 Manual
receipt for automated payment using a magnetic card, but in step 3 ignoring
the instruction to use the receipt screen preview and omitting the recording of
‘checksum’ and ‘AP transaction reference number’.
AP transactions using smart cards cannot take place.
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7.6.3
Note: Once the failure has been rectified, recovery procedures must be
undertaken as described in Section 8.3 Fallback recovery procedure.
PC failure (multi-counter office)
In the event of a single PC failure in a multi-counter office, business should
be directed to the other counter(s). If, because of pressure of business, this is
not possible, AP transactions using magnetic cards or bar-coded documents
should be carried out manually in accordance with the procedure for PC
failure in a single-counter office described in Section 7.6.2 PC failure (single-
counter office). However, AP transactions using smart cards cannot be
carried out manually and so will have to be performed at another counter.
In the event of all the PCs failing (due to complete loss of power, for
example), AP transactions using magnetic cards or bar-coded documents
transactions will have to be carried out manually. AP transactions using smart
cards cannot take place.
Note: Once the failure has been rectified, recovery procedures must be
undertaken as described in Section 8.3 Fallback recovery procedure.
7.7 Network failure - within the office
If there is a LAN failure and a terminal becomes isolated from the office
network, APS procedures (with the exception of reversals) can be carried out
as normal.
7.8 Network failure - ISDN connection failure
In normal circumstances, committed transactions are transferred via the
network from the counters to the data centre on a regular basis. The
transactions received at the data centre during the day are batched and sent
to the relevant clients. Initially this will take place via the POCL HAPS system
until client migration has completed.
Network-ISDN failure affects AP transactions in that while the link is down,
committed transactions are stored but not transferred to the data centre.
Once the link comes up again, all committed transactions are transferred.
7.9 Site-related power failure
In the event of a site-related power failure, all AP transactions using magnetic
cards and bar-coded documents will have to be carried out manually as
described in Section 7.6.2 PC failure (single-counter office). AP transactions
using smart cards cannot be performed.
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8 Recovery
AP recovery procedures fall into three categories:
Session recovery procedure
(For transactions that were performed on the system but had not
completed at the time of a system crash. These are confirmed to the
system from system or manual receipts.)
Disaster recovery procedure
(For transactions that were performed on the system but are not currently
recorded on the system. These are entered onto the system from system
or manual receipts.)
Fallback recovery procedure
(For transactions that were performed manually during a period of failure.
These are entered onto the system from manual receipts.)
Recovery can be entered by two separate routes:
Whenever the system is reloaded then recovery is invoked during the first
logon only. The system is generally reloaded, as a matter of course, at
least once a day to take account of the possible delivery of reference data
overnight. This means that recovery may be invoked every day if this
reload has taken place. If further reloads take place then recovery will be
invoked during the first logon after each of these reloads. If the system
detects that the previous system was not closed down correctly, a
message is output saying that the system has detected that the last
session ended in error.
From the Desktop, the clerk can select the Transactions option then the
AP Recovery option. If the clerk has performed fallback transactions, or
wishes to perform postponed session recovery or is instructed by the
system to perform disaster recovery then the clerk must perform recovery
by this means.
When recovery is entered:
If the system detects incomplete transactions, including postponed
recovery of incomplete transactions, it invokes session recovery (see
Section 8.1 Session recovery procedure).
When all incomplete transactions have been dealt with or if the clerk
chooses to postpone recovery or if none were found, the system decides if
disaster recovery (see Section 8.2 Disaster recovery procedure) should be
invoked. Disaster recovery is only invoked if this is the first logon since
the Desktop was loaded or if it was not possible to perform disaster
recovery due to any of the reasons described in the system rules below.
The clerk is asked whether the Horizon system has been replaced and
they have any receipts for unrecovered transactions performed on this
node after a particular date and time. If this is the case, the clerk is then
given the opportunity to enter these transactions.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
e Finally, the system invokes fallback recovery (see Section 8.3 Fallback
recovery procedure) to allow the clerk to input any transactions
undertaken manually during the period of failure.
System rules:
e Transactions are recovered into the current logged-in stock unit.
e Recovery sessions cannot be suspended or transferred.
e Session and fallback recovery can be postponed. Disaster recovery
cannot be postponed.
e If.an active session is transferred, then recovery is inhibited at logon to
the transferred counter. The next time an APS transaction is attempted,
the system displays a message telling the clerk to perform disaster
recovery by selecting the AP Recovery option [Message APS
MessageDefs:MSG449]. Acknowledgement of this message abandons the
transaction without receipts.
e lf auser is attached to the default stock unit, then session recovery is
inhibited at logon. If the user subsequently attaches to a valid stock unit
and attempts to perform an APS transaction, the system displays the
message described in the previous system rule.
« Clerks can invoke recovery themselves using the AP Recovery option
from the Transactions menu. In this case, recovery is performed exactly as
described earlier (that is, session, disaster, then fallback). The only
difference is that, if disaster recovery has already been performed
(including the clerk saying that there is no disaster recovery to be done),
then disaster recovery is not invoked again in the current load of the
Desktop. As disaster recovery cannot be postponed, this is the usual state
when the clerk invokes recovery. However, where the recovery
conversation has not been invoked during login (that is, in the
circumstances described in the two previous system rules), when the clerk
invokes recovery then the disaster recovery option is offered in the
standard sequence.
e Disaster recovery requires the receipt details to be correct and complete,
checking them against a checksum. Therefore, if a transaction that should
be recovered during disaster recovery has an incorrectly-completed
manual receipt, then the transaction cannot be entered. (If the clerk has
begun entry of the transaction (see Section 8.2 Disaster recovery
procedure), then the entry can be abandoned and the procedure
continued from step 10, by selecting the Previous option.)
e Disaster recovery does not allow the entry of a Water Card transaction
that has lower case characters in the receipt's Ref2 field. The receipt
should therefore be sent to Chesterfield for the payment to be processed -
refer to the Counter Operations Manual.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
Business rules:
e Clerks need to ensure that all AP transaction receipts are readily available
should they be required for AP recovery. This will entail keeping them in a
central location and ensuring that they are not locked in an individual till
overnight.
e All lost transactions must be recovered.
e Ifatransaction that should have been recovered during disaster recovery
could not be entered because it had an incorrectly-completed manual
receipt, then:
e Fora magnetic card or bar-coded document transaction:
The transaction should be entered as a fallback transaction (see
Section 8.3 Fallback recovery procedure).
¢ Fora smart card transaction:
The transaction cannot be entered on the system. The receipt should
therefore be sent to Chesterfield for the payment to be processed —
refer to the Counter Operations Manual.
e If.atransaction that should have been recovered during disaster recovery
could not be entered because the receipt was temporarily lost, but has
been subsequently found, then:
e The receipt should be checked against the AP Transaction report.
e Ifthe transaction is not present, the receipt should be sent to
Chesterfield for the payment to be processed — refer to the Counter
Operations Manual.
8.1 Session recovery procedure
Session recovery procedures are mandatory procedures that must be
undertaken to capture details of transactions partially recorded on the system
and allocated AP transaction numbers when the system failure occurred. The
procedures must be performed once the node at which the original
transactions were undertaken is available again.
Although session recovery is mandatory, it may be postponed to a more
convenient time. However, it is strongly recommended that session recovery
is performed as soon as possible.
Step 1. Have ready all AP receipts for which recovery has not been
performed on this node.
Step 2. Select the Tick option on the APS Recovery screen [Message
APS MessageDefs:MSG133].
Step 3. The system asks you whether you want to start or postpone
recovery [Message APS MessageDefs:MSG423].
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.1 Session recovery procedure (contd)
Proceed as follows:
SCENARIO A: To start recovery now:
e Select the Tick option.
« Proceed to step 4.
SCENARIO B: To postpone recovery:
e Select the Cross option. The system moves on to disaster recovery (see
Section 8.2 Disaster recovery procedure) unless this has already been
completed in this session in which case the system moves on to fallback
recovery (see Section 8.3 Fallback recovery procedure).
Step 4.
Note: when you wish to recover the transactions, from the Desktop,
select Transactions then the AP Recovery option and proceed to step
4.
The system displays the details of a transaction that did not
complete properly [Message APS MessageDefs:MSG426 (for a
smart card transaction) or APS MessageDefs:MSG427 (for a
magnetic card or bar-coded document transaction)]. In the case
of a magnetic card or bar-coded document transaction, the
system asks you whether or not you have a receipt for this
transaction.
(Note that, if the system crashed early in the session, some details
may not be present.)
Proceed as follows:
SCENARIO A: For a smart card transaction:
e Select the Tick option.
« The system prints a receipt that should be associated with the original
receipt and retained in the drawer.
e Proceed to step 5.
EXCEPTION A.1: If the amounts on the original receipt and the
recovery receipt do not agree:
e Bundle the receipts together and send to Chesterfield for
processing.
e Proceed to step 5.
SCENARIO B: For a magnetic card or bar-coded document
transaction for which you have the receipt:
« Select the Tick option.
« The system prints a receipt that should be associated with the original
receipt and retained in the drawer.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
e Proceed to step 5.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.1 Session recovery procedure (contd)
SCENARIO C: For a magnetic card or bar-coded document
transaction for which you do not have the receipt:
« Select the Cross option. (The transaction is not recovered.)
e Proceed to step 5.
Step 5. Proceed as follows:
SCENARIO A: If the system is aware of more AP transactions
requiring session recovery:
e Proceed to step 4.
SCENARIO B: If the system is not aware of any more AP transactions
requiring session recovery:
e Proceed to Section 8.2 Disaster recovery procedure.
8.2 Disaster recovery procedure
This procedure is normally performed on the first logon after the Desktop has
been loaded in order to determine if the system needs to recover from a
catastrophic failure that resulted in the loss of important data. If it is
necessary to perform disaster recovery then it must be performed and cannot
be postponed. It is not necessary to have completed any outstanding session
recovery before performing disaster recovery, although it is advisable.
Step 1. The system asks you if the Horizon system has been replaced
and you have any receipts for unrecovered transactions
performed on this node after a particular time [Message APS
MessageDefs:MSG424):
(Note that, if there are no APS transactions in the counter system,
then the date and time given in the message will default to
01/05/1999 00:00.)
Proceed as follows:
SCENARIO A: If you know the Horizon system has been replaced, or
you are not sure:
« Check to see if you have any receipts in the specified range.
SCENARIO A.1: If you have any receipts in the specified range:
¢ Select the Tick option. The system displays the Checksum
screen.
e Proceed to step 2.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.2
Disaster recovery procedure (contd)
SCENARIO A.2: If you do not have any receipts in the specified
range:
e Select the Cross option.
e Proceed to step 11.
SCENARIO B: If you know the Horizon system has not been
replaced:
« Select the Cross option.
e Proceed to step 11.
Step 2. Enter the checksum from any of the AP receipts that is to be
recovered.
EXCEPTION A: If the checksum you have entered does not agree
with what the system was expecting, the system tells you that you
have entered invalid data [Message APS MessageDefs:MSG432]:
« Select the Tick option. The system displays the Checksum screen.
e Proceed to step 2.
Step 3. The system displays the AP Recovery Process Date screen.
Proceed as follows:
SCENARIO A: If the displayed default date is the correct date for the
AP transaction being recovered:
e Select the Tick option.
(The system displays the APS Number screen.)
e Proceed to step 4.
SCENARIO B: If the displayed default date is not the correct date for
the AP transaction being recovered:
e Select the Cross option.
e Enter the date from the AP transaction receipt
(The system displays the APS Number screen.)
e Proceed to step 4.
EXCEPTION A: If the date is not accepted, the system displays the
AP Date Incorrect screen:
« Re-enter date from AP receipt.
e Select the Tick option.
(The system displays the APS Number screen.)
« Proceed to step 4.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.2 Disaster recovery procedure (contd)
EXCEPTION A. 1: If the date is still not accepted (this may be due
to the clerk not having been able to decipher the date on the
receipt or because of a system error):
e Enter the default date (today’s date).
(The system displays the APS Number screen.)
e Proceed to step 4.
EXCEPTION B: If the date you have entered does not agree with
what the system was expecting, the system tells you that you have
entered invalid data [Message APS MessageDefs:MSG432]:
e Select the Tick option. The system displays the AP Recovery Process Date
screen.
e Proceed to step 3.
Step 4. Enter the APS Number from the AP transaction receipt.
(The system displays the Token Type screen.)
EXCEPTION A: If details of this transaction already exist in the
internal recovery data maintained by APS, the system tells you that
this transaction must be recovered during session recovery [Message
APS MessageDefs:MSG458]:
e Select the Tick option.
« Proceed to step 10.
EXCEPTION B.: If this transaction already exists, the system tells you
that no recovery is required for this transaction [Message APS
MessageDefs:MSG459]:
e Select the Tick option.
e Proceed to step 10.
EXCEPTION C: If you have entered an incorrect node id, the system
tells you that the AP transaction does not belong to this node
[Message APS MessageDefs:MSG 128]:
« Select the Tick option. The system displays the APS Number screen.
« Re-enter the APS Number and select the Tick option
e Proceed to step 5.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.2 Disaster recovery procedure (contd)
EXCEPTION D: If you have entered an invalid APS Number, the
system tells you that an invalid APS transaction number has been
specified [Message APS MessageDefs:MSG129]:
e Select the Tick option. The system displays the APS Number screen.
e Re-enter the APS Number and select the Tick option
e Proceed to step 5.
EXCEPTION E: If the APS Number you have entered does not agree
with what the system was expecting, the system tells you that you
have entered invalid data [Message APS MessageDefs:MSG432]:
« Select the Tick option. The system displays the APS Number screen.
e Proceed to step 4.
Step 5. Select the appropriate token type from the AP transaction
receipt.
(The system displays the Ref screen (for a bar-coded document or
magnetic card transaction) or Ref1 screen (for a smart card
transaction).)
EXCEPTION A: If the type you selected does not agree with what the
system was expecting, the system tells you that you have entered
invalid data [Message APS MessageDefs:MSG432]:
e Select the Tick option. The system displays the Token Type screen.
e Proceed to step 5.
Step 6. Proceed as follows:
SCENARIO A: For a bar-coded document or magnetic card
transaction (token type = BC or MC):
e Enter the PAN (shown as Ref) from the AP transaction receipt.
« Proceed to Scenario A.1 or A.2 as appropriate.
EXCEPTION A. 1: If the PAN you have entered does not match
the token reference data in the message store, the system tells
you that there is a data mismatch [Message APS
MessageDefs:MSG455]:
e Select the Tick option. The system displays the Ref screen.
e Re-enter the PAN and select the Tick option, then proceed to
Scenario A.1 or A.2 as appropriate.
e Ifthe problem persists, telephone the Horizon System
Helpdesk [Call Reference data:product detail incorrect].
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.2 Disaster recovery procedure (contd)
SCENARIO A.1: If the Service Code is embedded in PAN:
e The system displays the Amount screen.
e Proceed to step 7.
SCENARIO A.2: If the Service Code is not embedded in the PAN:
« The system displays the Service Code screen.
Enter the Service Code from the receipt.
e Select the Tick option.
(The system displays the Amount screen.)
e Proceed to step 7.
SCENARIO B: For a smart card transaction (token type = QM, SPM
or WC):
e Enter the Ref1 number from the AP transaction receipt.
e Enter the Ref2 number from the AP transaction receipt.
« The system displays the Amount screen.
e Proceed to step 7.
EXCEPTION B.1: If the reference you have entered does not
agree with what the system was expecting, the system tells you
that you have entered invalid data [Message APS
MessageDefs:MSG432]:
e Select the Tick option. The system displays the Ref1 screen.
e Proceed to step 6 Scenario B.
EXCEPTION B.2: If the Ref2 field on the receipt contains lower
case characters:
e Send the receipt to Chesterfield for processing.
e Select the Previous option.
e Proceed to step 10.
Step 7. Enter the value of the transaction.
(The system displays the Method of Payment screen.)
EXCEPTION A: If the value you have entered does not agree with
what the system was expecting, the system tells you that you have
entered invalid data [Message APS MessageDefs:MSG432]:
e Select the Tick option. The system displays the Amount screen.
e Proceed to step 7.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.2 Disaster recovery procedure (contd)
Step 8. Proceed as follows:
SCENARIO A: For a bar-coded document or magnetic card
transaction (token type = BC or MC):
e Proceed to step 9.
SCENARIO B: For a smart card transaction (token type = QM, SPM
or WC):
e Enter the details when requested as follows:
SCENARIO B.1: For a QM card:
e Timestamp.
e Region.
¢ Credit on Card.
SCENARIO B.2: For an SPM card:
e Meter Number.
e Region.
e Volume on Card.
SCENARIO B.3: For a WC card:
« Meter Number.
* Credit on Card.
e Proceed to step 9.
EXCEPTION B.1: If the value you have entered does not agree
with what the system was expecting, the system tells you that you
have entered invalid data [Message APS
MessageDefs:MSG432]:
e Select the Tick option. The system displays the smart card
details screen.
e Proceed to step 8 Scenario B.
Step 9. Select the appropriate method of payment, if applicable.
(The system prints a receipt which should be retained in the drawer.)
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.2
Disaster recovery procedure (contd)
Step 10. The system asks whether you have completed the recovery
of unrecovered AP transactions using information from printed
receipts [Message APS MessageDefs:MSG454].
Proceed as follows:
SCENARIO A: If you have completed the recovery of all unrecovered
transactions:
e Select the Tick option.
« Proceed to step 11.
SCENARIO B: If you have not completed the recovery of all
unrecovered transactions:
e Select the Cross option.
e Repeat steps 2 to 9 for each transaction for which you need to perform the
disaster recovery procedure.
Step 11. The system asks you whether you wish to start the
recovery of any fallback transactions made while the Horizon
system was not available [Message APS MessageDefs:MSG130].
Proceed as follows:
SCENARIO A: If you wish to start recovering fallback transactions
now:
e Select the Tick option.
(The system displays the AP Fallback Process Date screen.)
« Proceed to Section 8.3 Fallback recovery procedure.
SCENARIO B: If you do not wish to start recovering fallback
transactions now:
« Select the Cross option.
(The system displays the Transactions menu with the recovered
transactions on the stack.)
e Select the Finish option to settle the recovery session (see the CSR+
EPOSS PPD [Ref. CS/PRO/095]).
« When you decide to start entering fallback transactions, proceed as
described in Section 8.3 Fallback recovery procedure.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.3 Fallback recovery procedure
When the system is reloaded after a period of failure, the transactions that
were undertaken manually during the failure need to be entered on the
system using the manual receipts as input. Note that it is not necessary to
have completed any session recovery before performing fallback recovery,
although it is advisable.
The procedure to enter transactions undertaken manually while the system
was down is as follows:
Step 1. Have ready the AP transaction receipts produced manually while
the system was down.
Step 2. Proceed as follows:
SCENARIO A: If displayed default date of today’s date is correct for
the AP transaction:
e Select the Tick option.
(The system displays the Token Type screen.)
e Proceed to step 3.
SCENARIO B: If displayed default date of today’s date is not correct
for the AP transaction:
« Select the Cross option.
e Enter the correct date.
e Select the Tick option.
(The system displays the Token Type screen.)
« Proceed to step 3.
EXCEPTION A: If the clerk creating the receipt made an error in
entering the date on the receipt:
e Select the Tick option to accept the default date.
(The system displays the Token Type screen.)
e Proceed to step 3.
EXCEPTION B: If the receipt is not dated or you are unable to identify
the date:
e Select the Tick option to accept the default date.
(The system displays the Token Type screen.)
« Proceed to step 3.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.3
Fallback recovery procedure (contd)
EXCEPTION C: If the date entered is not accepted, the system
displays the AP Date Incorrect screen:
e Re-enter the date from the AP receipt.
« Select the Tick option.
(The system displays the Token Type screen.)
e Proceed to step 3.
EXCEPTION C.1: If you cannot establish the correct date:
e Use the default date of today’s date.
e Proceed to step 3.
Step 3. On the Token Type screen, select the appropriate token type as
shown on the receipt. (The system displays the Reference Number
screen.)
EXCEPTION A: If the token type is not recorded on the receipt:
e Inspect the receipt and proceed as follows:
SCENARIO A.1: If the receipt is an imprinter foil:
e Select the magnetic card token type (MC).
e Proceed to step 4.
SCENARIO A.2: If the receipt is a bar-coded bill foil:
e Select the bar-code token type (BC).
e Proceed to step 4.
SCENARIO A.3: If the receipt is neither an imprinter foil nor a bar-
coded bill foil:
« Enter the transaction in the EPOSS line for ‘non-product’
products.
e Bundle up the receipt and send it to Chesterfield - refer to the
Counters Operations Manual.
« This ends the transaction.
Step 4. Enter the customer reference number shown on the receipt.
EXCEPTION A: If the system cannot recognise the customer
reference number:
e Enter the transaction in the EPOSS line for ‘non-product’ products.
e Bundle up the receipt and send it to Chesterfield - refer to the Counters
Operations Manual.
« This ends the transaction.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
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8.3. Fallback recovery procedure (contd)
Step 5. Proceed as follows:
SCENARIO A If the transaction was for a magnetic card:
e Proceed to step 6.
SCENARIO B: If the transaction was for a bar-coded document:
e Proceed to step 7.
Step 6. Proceed as follows:
SCENARIO A: If the Service Code is not embedded in the PAN:
(The system displays the Service Code screen.)
e Enter the Service Code from the receipt.
e Select the Tick option.
(The system displays the Amount screen.)
e Proceed to step 7.
EXCEPTION A. 1: If you do not know the Service Code:
e Enter the transaction in the EPOSS line for ‘non-product’
products.
e Bundle up the receipt and send it to Chesterfield - refer to
the Counters Operations Manual.
« This ends the transaction.
EXCEPTION A.2: If the Service Code that you have entered is
incorrect and the system cannot recognise it:
e Enter the transaction in the EPOSS line for ‘non-product’
products.
e Bundle up the receipt and send it to Chesterfield - refer to the
Counters Operations Manual.
« This ends the transaction.
EXCEPTION A.3: If the Service Code that you have entered is
correct but the system does not recognise it:
e Enter the transaction in the EPOSS line for ‘non-product’
products.
e Bundle up the receipt and send it to Chesterfield - refer to the
Counters Operations Manual.
e This ends the transaction.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.3
Fallback recovery procedure (contd)
SCENARIO B: If the Service Code is embedded in the PAN:
(The system displays the Amount screen.)
e Proceed to step 7.
Step 7. Enter the value of the transaction.
EXCEPTION A: If the amount is not recorded on the receipt:
« Try to identify the amount by contacting the customer (if known) or
associating the transaction with a cheque payment.
Note: these are merely a couple of examples as to how the amount might
be identified and are not intended to be a definitive list.
« Enter the amount.
e Proceed to step 8.
EXCEPTION B.: If it is impossible to identify the amount:
e Enter the transaction in the EPOSS line for ‘non-product’ products.
« Bundle up the receipt and send it to Chesterfield - refer to the Counters
Operations Manual
* This ends the transaction.
EXCEPTION C: If the amount is zero:
e Enter the transaction in the EPOSS line for ‘non-product’ products.
e Bundle up the receipt and send it to Chesterfield - refer to the Counters
Operations Manual.
* This ends the transaction
Step 8. Select the Tick option.
(The system displays the Method of Payment screen.)
EXCEPTION A: If the value you have entered is outside the expected
range, the system displays the Invalid Value screen showing the
range of values allowed and asking you to double check the value
entered [Message APS MessageDefs:MSG511]:
e Check the value that you have entered.
« Proceed as follows:
SCENARIO A.1: If the value that you have entered is incorrect:
e Select the Re-Enter option.
e Alter the amount so that it comes within the stated range and
select the Tick option.
e Proceed to step 9.
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Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.3. Fallback recovery procedure (contd)
SCENARIO A.2: If the value that you have entered is correct:
e Select the Override option
e Proceed to step 9.
EXCEPTION B: If the value you have entered is not an expected
multiple, the system displays the Invalid Multiple screen showing the
allowed multiple and asking you to double check the value entered
[Message APS MessageDefs:MSG512]:
e Check the value that you have entered.
« Proceed as follows:
SCENARIO B.1: If the value that you have entered is incorrect:
e Select the Re-Enter option.
e Alter the amount so that it is a stated multiple and select the
Tick option.
e Proceed to step 9.
SCENARIO B.2: If the value that you have entered is correct:
e Select the Override option.
e Proceed to step 9.
Step 9. Select the appropriate method of payment.
(The counter printer prints a single copy receipt.)
EXCEPTION A: If you do not know the method of payment:
e Select the Cash option
e Proceed to step 10.
EXCEPTION A. 1: If the Cash option is not available:
e Select an appropriate method of payment.
e Proceed to step 10.
Step 10. Associate the single copy receipt with the manual fallback
transaction receipt.
Step 11. Place both receipts in the drawer.
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ICL Pathway CSR+ AUTOMATED PAYMENT SERVICE Ref: CS/PRO/091
Processes and Procedures Description
Version: 4.0
Commercial in Confidence Date: 12/12/00
8.3. Fallback recovery procedure (contd)
Step 12. The system asks whether you wish to continue fallback
recovery [Message APS MessageDefs:MSG438].
Proceed as follows:
SCENARIO A: If you wish to recover more AP manual transactions:
e Select the Tick option.
e Return to step 2 and repeat this procedure.
SCENARIO B: If you do not wish to recover more AP manual
transactions:
e Select the Cross option.
(The system displays the Transactions menu with the recovered
transactions on the stack.)
e Select the Finish option to settle the recovery session (see the CSR+
EPOSS PPD [Ref. CS/PRO/095])
8.4 Recovery and stock unit balancing
Session/disaster recovery is always performed on the failed PC. When the
failed PC is returned to service (or replaced), the user is warned that they
must recover potentially outstanding AP transactions as described in Section
8.1 Session recovery procedure and 8.2 Disaster recovery procedure. These
AP transactions will be those performed against the stock unit attached at the
time of the crash. If an attempt is made to balance this stock unit from another
PC, cash discrepancies (overs) are likely to arise against the unrecorded AP
transactions.
Note: as a good housekeeping rule, do not attempt to balance a stock unit
that was attached to a crashed PC before the PC has been crash-recovered.
If balancing is attempted at another PC, the AP receipts should be checked
against the AP Transaction report and if any are found to be missing, the
attempt to balance should be abandoned.
All transactions for all stock units must be entered before the stock units are
balanced and rolled over. If this is not done there will be cash discrepancies
(overs) in the current BP/CAP. If this is allowed to happen, the AP
transactions should be entered in the next BP/CAP causing equivalent cash
discrepancies (shortages) in the next BP/CAP.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 79 of 1
CONTRACT CONTROLLED
Last Printed: 12/12/00 10:52