FUJ00086680
FUJ00086680
Peak Incident Management System
Call Reference PC0065021 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- CSR-CI4R Top Ref : E-0104140863
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- No fault in product
Target Date 13/06/2001 Effort (Man Days) 0
Summary Master Call for Phantom Txns
Progress Narrative
[Date:17-Apr-2001 09:44:00 User: Customer Call_
lcaLL PC0065021:Priority A:CallType L - Target 18/04/01 10:44:04
14/04/01 12:45 new complaint call as previous e-0104091750 closed WITHOUT
permission from PM.
14/04/01 12:55 uk080106
information: pm wishing to complaint about ongoing system problems. see
call 0104140477 for details.
n had previous complaint open (0104091750) that pm was
lander impression (correctly) that it could only be closed with
nis permission. it would appear Ki Barnes gave
lsuthorisation to close that call. pm VERY unhappy about this.
14/04/01 12:58 uk080106
information: pm extremely unhappy about the problems with his counters.
he says he has had to pay out over £1500 in losses that are
jue the these problems. he has informed POCL they can
suspend him because he is refusing to make good any further
llosses.
jm wants a face to face meeting with someone in authority
from Pathway/POCL to discuss the issues. pm feels very
strongly about this and says he is willing to take POCL to a
tribunal/court because of the stress he has suffered because of
the problems.
4/04/01 13:00 uk080106
information: please contact pm to discuss issues.
4/04/01 13:01 uk080106
information: THIS CALL IS ONLY TO BE CLOSED WITH THE EXPRESS PERMISSION
F JULIAN HALL.
4/04/01 13:42 uk081168
contacted: By Kevin called back on Sagib computer.
Pm has lost all confidence in system and ki Barnes as he
feels she has misled him over previous calls.
call ref: e-0104091750.
the system seems to lose transaction and PM is concerned
that for every transaction that error he notices there is the
jprobability that there ones he misses, leading to
discrepancies. The PM is at present finding the whole scenario very
stressful and is suffering sleepness nights due to these
problems. In the light of what has gone on the PM is prepared
to break his contractual obligations with POCL and refuse to
jpay any more discrepancies andwill take legal action if
required.
4/04/01 13:49 ukog1168
Information: Pm is going to log a call with the NBSC so a Pathway
complaint call can be raised aswell.
Ir advised PM that i will make the relevant personnel aware
lsc his call can be escalated and investigated on 17/04/01.
14/04/01 13:51 uk081168
information: Pm does not want this call closed without his express
ermission.
7/04/01 09:48 uk061537
contacted: I have left a message on Ki Barnes voice mail as the PM is
Inow complaining about her. T was speaking to her about the
last complaint call and we both feel that this PM is
complaining unjustly. She has been in contact with him, and I feel
lhe is complaining because the feedback has been advising it
jis user error, whereas the PM thinks it is software
7/04/01 10:12 uk061537
information: Ki is on holiday this week. I have spoken to Reg Barton in
ner absence. The best way forward at present is for me to
rovide an update, although I feel the PM has had it already.
tr will contact him today
7/04/01 10:17 uk061537
contacted: As I was on the phone to the PM, he advised that three
first class stamps that were on the screen just ‘dropped off".
lM had 3 first class stamps, and other stamps for 30p. When
the other stamps 30p went on, the first class stamps
disappeared. They have since put the 3 first class stamps again.
[the first transaction (that disappeared) was put on as 2@first
class stamp, and 1 normal first class stamp. The
transaction ID's are 1-221176-2 (for the 2 first class stamps)
17/04/01 10:40 uk061537
Information: PM advises that the transactions taken after this one,
FUJ00086680
FUJ00086680
tart 1-221178-, which basically Skips out 1-221177=. We were
lunable to find out the transaction ref of the 1 first class
stamp that was taken with the 2 (ref 1-221176-2)
can SSC please invstigate why he has had disappearing
transactions again, and perhaps a recommendation as to what
laction can be taken
lf) call details
jDiagnostician name:
customer opened date 14/04/2001 12:45:36
CALL PC0065021 opened
Date: 17-Apr-2001 09:46:00 Uscr:Tara Mills
target Release updated to CSR-CI4R
product General/other/Misc Unknown added
If} Response :
[please add product
(END OF REFERENCE 25749444]
esponded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
bate: 7-Apr-2001 0.
Ir} Response =
IPRESCAN: Done
[END OF REFERENCE 25750350]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
fhe Call record has been assigned to the Team Member: Gary Maxwell
Defect cause updated to 99:General - Unknown
jours spent since call received: 0 hours
7:00 User:Martin Harvey
bate: 7-Apr-2001 10:26:00 Uscr:Gary Maxwell
If} Response :
lPowerhelp call E-0104170793 refers to advice already given to SMC in respe
lof this problem (monitor / keyboard replacement) .
investigating disappearance of these transactions.
[END OF REFERENCE 25751908]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
bate: 7-Apr-2001 13:08:00 Uscr:Gary Maxwell
CALL Pc0065021:Priority B:Calltype L — Target 20/04/01 10:44:04
IF} Response :
lrransaction id 1-221176-2 relates to 2 x first class stamps settled to fast
leash :-
kMessage:<GroupId:279432><Id: 1><Num:221177><Date:17-Apr-2001><Time:09:14:05><U
Jsex: ZHAO01><Expiry: 35><TranStartNum sionId:44-279432-1-221
I. 76-1><TxnId:44-279432-1-221176-2><Container:AA><Start :<Date:17-Apr-2001><Time
:09:12:45><TF: 1>><End: <Date:17—Apr-2001><Time : 09:12: 45><TF : 2>><Mode : SC>><Appli
cat ion: EPOSSAppMa in><EFOSSTransact ion:<ProductNo:19><PVer:38><Qty:2><SaleValue
0. 54><INVI: <ProductNo: 19><PVer: 38><Oty:2>><BlackBoxData :<M:SC><V:12><S: 1>><Tr
lantype :S><PM:<L1:1704><L2:2055><13: 3007><L4 : 3008><L5: 3017>><SM: >><Credit :54><C
Cc: ICET4DED>>
Message: <GroupId:279432><Id: 1><Num:221178><Date:17-Apr-2001><Time:09:14:05><U
Iser : ZHAQ01><Expi ry: 35><TranStartNum:221177><TxnData:<SessionId:44-279432-1-221
.76-1><TxnId: 44-279432-1-221176-3><Container:AA><Start :<Date:17-Apr-2001><Time
209214: 05><1F :4>><End:<Date:17-Apr-2001><Time: 09:14: 05><TF:5>><Mode :SC>><Appli
cat ion: EPOSSAppMa in><EPOSSTransaction:<ProductNo:1><PVer :23><Qty:-1><SaleValue
:-0.54><BlackBoxData : <M:SC><V: 15><UnitPrice:0.54><S: 1>><TranType:$><PM:<L1:100
1 ><b2: 1000><L3: 3003><L4: 3008><L5:3017>><SM: >><Debit :54><CRC: 7820PBEB>>
Retaining call until the screen and keyboard have been swapped out on counter
ji. Will monitor situation when new kit is installed.
[I am also downgrading the priority of this call from
is already being taken under E-0104170793.,
lew has not been contacted.
[END OF REFERENCE 25755785]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
‘A' as corrective action
bate:18-Apr-2001 13:12:00 User:_Customer Call_
lempry 18/04/01 14:08 uk079831 HSHS Information: New call taken by Anish
chudasama: (17/04/01 ~ 17:47)
PM rang to say that he has had the keyboard and screen
replaced today (17/04/01) =
the system is still playing up in that the screen is
hanging in the middle of transactions -
PM did transaction (17/04/01 - 16:34) but left office for
thr = when he came back the monitor had 141 first class
stamps on screen totalling £38.07 —
reports that the Fl key does not appear to be faulty -
jDate:18-Apr-2001 13:40:00 User: Customer Call_
FUJ00086680
FUJ00086680
EMPTY 18704701 14:40 uk079931 HSHS Information: pm has had ongoing problems
lat PO with phantom transactions
I he has had k/byd & monitors swapped but problems persist - 18/04/01 14:41
luk079831 HSHS Information: the pm reports today that a clerk has scanned a
BT bill & a
I'v licnence appeared in the stack ~
the pm does not have details as the clerk binned
transaction whilst pm was not in shop -
Date:18-Apr-2001 13:42:00 User: Customer Call_
leMpTY 18/04/01 14:42 uk079831 HSH5 Information: I have been advised that
joroblem may be due to enviromental
issue & maybe investigated as such -
the pm reports that the PO is next door to the local
council wardens office where handheld radios are used ete - the
other side of the PO is a medical centre & the pm thinks they
nay have x-ray machinery etc - could this be a possible
cause for the phantom transactions etc or is it more likely a
software problem -
thanx 18/04/01 14:45 uk079831 HSHS Access
7:30 (lunch 13:00 to 14:00 no
access)
jednesday:- 09:00 to 13:00
saturday:- 09:00 to 12:30
Times: mon to friday:- 09:00 to
Date: 18-Apr-2001 14:06:00 User: Customer Call_
leMpry 18/04/01 15:01 uk061537 HSH1 Escalate: Voiced Gary to the previous
lupdates.
JDate:19-Apr-2001 17:29:00 User: Customer Call_
leMpry 19/04/01 18:32 uk081614 HSHS Information: spoke to pm to agree call
closure pm is under the
impression that a enviromental team is going to attend site to try
land resolve this issue
jcan Natasha if possible contact pm with an update thanks
JDate:20-Apr-2001 08:53:00 User: Customer Call_
JEMPTY 20/04/01 09:54 uk061537 HSHI Information; I have voiced Diane Rowe and
lasked her to pass this call
ack to HSH for an environmental visit. PLEASE PASS THIS CALL
{tO HSH4 FAO NATASHA SHORTLAND.
joiced Catriona on HIT team re Neils previous update
JDate: 20-Apr-2001 08:58:00 Uscr:Gary Maxwell
I} Response :
see previous update. Passing call back for attention of Natasha Shortland
(HSH4) as requested.
(END OF REFERENCE 25795291]
Responded to call type L as Category 68 -Administrative Response
tours spent since call received: 0 hours
Defect cause updated to 42:Gen - Outside Pathway Control
CALL PC0065021 closed: Category 68, Type L
the response was delivered to: Powertelp
Date: 20-Apr-2001 09:00:00 User: Customer Cali_
Date and time complete: 20/04/2001 10:05:48
service Complete (Confirmation) Received
Date: 04-May-2001 08:27:00 User: Customer Call_
cALL PC0065021 Reopened: This incident has been reopened
CALL PC0065021:Priority B:CallType L - Target 10/05/01 09:27:32
empry
20/04/01 10:15 uk061537
Information: I have spoken to Les Betts in regards to this. He advises
that Romec can go to site to check out the office, although
he cannot do a full environmental survey. Passing call to
lukss2 as agreed
20/04/01 10:18 uk061537
Reopen OTT: * NULL TEXT SUPPLIED *
20/04/01 16:36 uk080127
information: romec to attend site 25/4
21/04/01 13:06 gb083557
information: pm is reporting he had a transaction of a £2 quantum gas
card and it came up on the system as a £2 tv stamp
23/04/01 11:24 gb082422
information: PM calling this morning to report more problems with the
system -
on 21/04 at approx 10.15, Pm put a bus giro deposit in the
stack, she continued to the settlement screen where the
FUJ00086680
FUJ00086680
[ransaction had appeared as a BI bill payment for the same
Jamount - £1450.54 - Counter 2
yn 21/04 at 11.05, PM put quantum gas card tranx thru for
k3 and the system put a £2 tv stamp in the sales stack also
- counter 1
23/04/01 14:00 GBo82294
information: pm has phoned in reporting that at 12.04 today her
lcolleague put a p ana foil through on the gateway counter the value
as £41.75 but when the item appeared in the sale stack it
showed as a green giro
27/04/01 16:09 GRoa2286
information: pm calling to inform that that £2 tv stamps keep apperaing
on the gateway and also node 2 keeps disconnecting and
reconnecting itself since yesturday.
Jadv pm that i will update the call.
30/04/01 14:12 uk052436
information: Romec attended site 23/4/01 carried out inspection and
testing and report no fault found with the Horizon circuit.
komec to return and fit shielded Lan cabling on request of Ki
Barnes.
Jo1/05/01 09:10 ukog4091
Information: pm wanted it noted on complaint call that this morning on
Incde 2, clerk logged in as normal, then got message ' smart
card trans. not completed’ she pressed ok & reciept was
rinted.
IAPS no: 022671 dated 24/04 12/03pm zero amount.
30/04/01 17:50 GBOa2476
Repeat Call: THIS IS AN UPDATE FOR YESTERDAYS CALL MADE BY THE PM.
UPDATE IS BEING ADDED NOW AS POWERHELP SERVER WAS DOWN YESTERDAY.
Call was taken over by STSA Donna Moulds and the
following information was manually logge
PM would like to add to the current complaint that
transactions are currently appearing and disappearing on screen and
Jaiso the PM's counter printer has not been working either.
lew had a message on screen stating to abort transaction,
then the screen froze and timed out. When Logged back in,
the transaction was not on screen. PM rebooted the printer,
land a receipt for this transaction was printed. Now the
jprinter won't print any receipts what so ever for any
transaction, this is an ongoing problem.
Jo1/05/01 09:33 GBo82476
information: PM would like to add that on the 18th April 2001, the PM
spoke to Garreth fron the Environmental Team. Garreth advised
the PM that he will be in touch with him before the end of
the month to investigate any problems. It has now passed
the end of the month, anbd still nothing has been done
Jo1/05/01 09:35 GRos2476
information: PM feels that the system} is unreliable. PM cannot trust
this system
Jo1/05/01 09:36 GBo82476
information: PM wishes to speak to someone face to face and is fed up
ith things been passed back and forth to and from different
Jaepartments and nothing ever appening from this.
PM is willing to travel if he has to in order to speak to
someone face to face
o1/05/01 09:37 GBo82476
information: PM would like to add that the excessive amount of time
spent on this problem is not a satisfactory standard of service
30/04/01 17:50 GB082476
ISTSA: PM was advised by Donna Mould STSA that soemone will be in
contact tommorow (i.e.:today 01/04/0)
01/05/01 10:56 uk080127
information: romee are contacting the site to let them know that they
ill be attending site 2/5 to fit suppressors and double sheet
Ielyleads , in order to help the enviromental fault.
jo1/05/01 11:11 GB082476
Iinformation: Voiced Natasha Shortland of call
01/05/01 11:12 uk061537
Escalate: Voiced Ki Barnes and Julie Welsh
Jo1/05/01 14:52 gb083646
Repeat Call: the RNM called wanting to know what was going on with this
call as the PM had not been contacted
Jo1/05/01 14:54 gb0a3e46
information: spoke to Natasha Shortalnd who advised that the site should
Jnave been contacted and that the call had been escalated
long all of the correct channels.
hile getting this information the RNM hung up the agent
jaid not have chance to get a contact number for her.
-Shortland to escalate thhis call onc
jo1/05/01 15:03 uk061537
information: Voiced Julie Welsh again. She advised to provide an update
to the PM
Jo1/05/01 15:04 uk061537
Information: Pm is not available. Spoke to Val Clerk in charge instead.
Jo1/05/01 15:16 uk081222
ladvice: RNM called chasing progress report on complaint call.
Jo1/05/01 15:25 uk059697
contacted: Contacted Karen Walker RNM and advised of the update from
komec. RNM wants to know excactly what is going to be done at
the office and the financial implications. RNM wants a full
lreport as the PM is currently deciding the future of the
more
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pitice.
o1/05/01 15:38 uk059697
information: Seeking advice from Julie Welsh
01/05/01 15:45 uk059697
information: Have left a message on Ki Barnes phone to contact me with
jregards to the environmental problems and the resolution.
o1/05/01 16:37 uk059697
Information: Ki Barnes advised that she will contact the RNM later today.
o1/05/01 16:37 uk059697
information: updated the RNM to expect a call from Ki
o2/05/01 14:12 uk052436
Information: Romec have been to site today and fitted shielded cabling
nd suppressors. Romec engineer advises that he has
witnessed further phantom transactions whilst on site. He will
carry out further tests and advise results.
Jo2/05/01 15:17 uk081096
Repeat Call: PM called in because the screen has crashed during his
balance - he has got the blue stop sereen error
stop notice is 0x0000000a (0x000000f93, 0x0000001c,
Jox00000000, 0x8014f457)
\dvised PM to reboot so he can continue with the balance
o2/05/01 15:19 uk081096
Repeat Call: PM wants it noted that a romec engineer came out to site
lcoday, he has replaced the red wire between the two base units
ith a wire that was in his van because he said it was
laulty
PM has got the faulty wire still in his possession, he
just wants this logged as part of his complaint
Jo2/05/01 15:50 GB082203
information: pm called to say that he is still expoereincing problems
ith counter 2 and link to gateway.
eM reported that clerk had inputted a green giro trans on
counter 2, a couple of minutes later the weekly report was
leun on same counter and the transaction for £63 did not show,
they then ran the report again and the transactiuon showed.
the clerk then ran a office snapshot from counter 2 and
the transaction for 63.00 was not included in the total for
lrreen giro's, they then ran the report from the gateway and
lthe information was there.
Jem just wanyted this information added to this call.
Jo3/05/01 09:29 gbos3646
information: pm has called in as he has a problem with his reports.
e has done his balance and his cash account is perfect
jpbut the pta report and the redeemed stamps that he sends off
are showing minus figures.
Jom said when a Romec engineer was on site yesterday to
replace the cable connecting the two counters, he found that
the cable that has always been there was faulty and that comms
jwere sometimes unavailable between the two counters.
lngineer replaced the faulty cable with another one from a
jaifferent system.
03/05/01 09:31 gbos3646
information: pm balanced yesterday on terminal 1. his user name is
ImHO01, the su he is working i is aa (shared).
printed the pta report at 15.31 and the redeemed stamps
t 15.31. he printed the final cash account report at 15.38
lon the pta report the final figure was sowing as
}-£84356.29. the allowances: -£350, the pensions: -£735
the dockets on the report though were all ok and none of
them showed as minus figures, just the final figure.
jon the cash account the final figure is also ok.
o3/05/01 09:40 gboas646
information: the redeemed stamps show minus figures all the way down the
report. but again on the cash account report it is fine.
voiced through to demi at hsh5 regarding the problem. he
said that it is with smc and will be updated accordingly.
o3/05/01 15:34 uk0g0127
information: romec have been to site and have done all they can do .
there is no more UKSS2 can do for this site.
04/05/01 09:30 uk061537
information: Ki Barnes has called in. I am unsure as to what to do with
this call now. Romec have been to site and state that they
have actually seen the phantom transactions, so it is not
just the PM's word now. They have fitted supressors to the kit
ut. the PM is still having problems. As yet there has been
Ino re-occurance to the phantom transactions but there still
Iiay be problems. Contacted Pat Carroll for guidance. He
ldvised to pass call over.
jo4/05/01 09:32 uk061537
lkeopen OTT: FAO Pat Carroll
If} Call details
piagnostician name:
jOate:04-May-2001 08:36:00 User:_Customer Call,
lemPTY 04/05/01 09:38 uk061537 HSH1 Contacted: Contacted the PM. At present
there has been no extra
phantom transactions. Advised him to call in if he gets anymore
jproblems in regards to this, quoting this call reference.
FUJ00086680
FUJ00086680
bate: 04-May-2001 13:18:00 User:Diane Rowe
the Call record has been assigned to the Team Member: Pat Carroll
Hours spent since call received: 0 hours
Date: 08-May-2001 13:46:00 User:_Customer Call_
IEMPTY 08/05/01 14:49 uk084125 HSH1 Follow Up: PM contacting with further
problem to add to call.
clerk was having problems selling a BT Cellnet £10 card.
every time it was pressed on the screen, a £10 orange card
lppeared.
le has since had to recalibrate the screen , and it is now
iorking, but feels this is part of the ongoing problem.
jbate:11-May-2001 12:36:00 Uscr:Barbara Longley
Product: General/Other/Misc Unknown deleted
Product Infrastructure Counter PC encrypt added
jOate:14-May-2001 09:02:00 User:Patrick Carroll
[the call summary has been changed from:~
new complaint call as previous e-0104091750 closed
[the call summary is now
ster Call for Phantom Txns
Date:15-May-2001 09:18:00 User: Customer Call_
leMpTY 15/05/01 10:22 GBO82760 HSH1 Repeat Call: PM has called with a problem
with his new touch screen, the
PM said that the cursor was about 2 em away from where the
PM was pressing. When i was on the phone to the PM the touch
lzcreen seemed to be working fine, Advised PM to calibrate
the screen and also clean the screen.
jbate:24-May-2001 12:51:00 User: Customer Call_
EMPTY 21/05/01 13:50 gb081171 HSH1 Information
jupgrade this mornning
PM claims he had the ml
Jbate:07-dun-2001 08:57:00 User: Customer Call_
leMPTY 07/06/01 09:48 GBO83020 HSH1 Repeat Call: PM adv he had taken pensions
this morning
caP12 BPO1 USER JHAO01 Gateway
session 1-268400-1
anned P and a gp 13 for 74.43
ent to scan P and a groupll for 81.02
between the two p and a payments he got a tv licence just
lsppear in the stack with no touch of the screen or buttons
Jon the keyboard
lso he finished and the receipt detials are at the top
74.43
ho9..00
ls1.02
total 46.45 from cusotmer when it should have been a pay
bout to custmer
PM finished the whole transaction and then performed a new
reversal for the tv licence session id from the reversal
slip is 1-268407-1 for 1 ty 0
lM gave 2 contact numberst, . mobile
home number which diverts to his mobile if
InSt in
JPM wanted to get in touch with Pat Carroll adv that I will
lemail him on his behalf to adv to get in touch with him
IbM ok with this response
Date:10-gun-2001 07:46:00 User:SMC User 2
If} Response
the call is being closed temporarily so that the OTI link can be changed.
[END OF REFERENCE 26418453]
Responded to call type L as Category 68 ~Administrative Response
Hours spent since call received: 0 hours
CALL PC0065021 closed: Category 68, Type L
[fhe response was delivered to: PowerHelp
JDate:10-gun-2001 09:16:00 User: Customer Call_
pate and time complete: 10/06/2001 08:55:23
service Complete (Confirmation) Received
Jbate:11-Jun-2001 04:32:00 User
CALL PC0065021 Reopened: This
Customer Call_
neident has been reopened
FUJ00086680
FUJ00086680
(ALL PCOUe502T: Priority B:calliype Lb = Target 15/06/01 20:00:00
emery
10/06/01 16:57 GB082222
IReOpen OTI: * NULL TEXT SUPPLIED *
ir} Call details
[Diagnostician name:
jbate:11-dun-2001 07:21:00 User:SMC User 3
the Call record has been assigned to the Team Member: Pat Carroll
Hours spent since call received: 0 hours
jbate:11-Jun-2001 15:07:00 User: Customer Call_
EMPTY 11/06/01 16:05 uk080100 HSHS Information: LINKED call E-0106060288 was
lupdated as follows:
call lined as instructed by Pat Carrol.
rab 111025
JROMEC attended site and have replaced the whole kit in the
office.
split ferret casbles have been fitted but PM informs that
roblem is getting worst.
Jbate:14-gun-2001 15:23:00 User: Customer Call_
emery 14/06/01 16:24 GBO82711 ASHS Information: Orignally raised by J
aight.
By Barbara Longley at 12—jun-2001 14:56:00 Category 40 -
incident Under Investigation Call currently assigned to EDSC
jfeam Member: John Simpkins
JDate:44-dun-2001 15:28:00 User: Customer Call_
EMPTY 14/06/01 16:28 GBO82711 HSH5 Install: FAD:376311.
JE-0104050910 SE
JPM Ivy Cook TEL: I GRO :
(0 TRANSACTION DATEAND VYME"WAS PROVIDED FOR THIS ACTION
SING CURRENT DATE AND TIME
sy Pat Carroll at 14~jun-2001 14:34:00 Category 94 -
\dvice and guidance given Being dealt with under master call of
E-0104140863 This one can be closed.
oate:19-gun-2001 1
lf} Response +
I now have pressing evidence to suggest that unwanted peripheral input is
occurring, the likely source being the screen.
['his has been seen at Old Iselworth (OI) and Wawne (W) with OI being the best
site; when the PM has been asked to leave the screen on overnight I have
lobserved system activity corresponding to screen presses happening with no
lcorrepsonding evidence of either routine system activity or human
interference, the way forward now is to correlate this with the Microtouch
supplied monitoring software and to this ends Wendy is arranging for
installation of Kit at OI on friday, we can then, provided the PM agrees,
leave screens on over the weekend and record what happens.
nce these results have been analysed I feel sure that we will be in a
position to move forwards at OI. All other cases should be considered on
their individual merits but you must appreciate that this is a fairly
intensive analytical activity and I cannot hope to provide answers on all
cases in the short term.
[END OF REFERENCE 26630212]
lkesponded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
7:00 User:Patrick Carroll
Jbate:10-ul-2001 08:02:00 User:_Customer Call_
IEMPTY 10/07/01 08:49 uk080099 HSH1 Information
rault.
fhe clerk on counter 1 was doing the rem out and it
would not let her print the rem recipct, so she went to counter
2 and remitted the cheques and it showed two rem's out
Iheque listing but it would not let them reverse the transaction.
lew reports that everything he was trying to do to find the
transaction would not work, through trans log and any
lreports he was trying to print.
lpm went to counter 2 and had the same problem.
PM reports that he then gave up and went home but he has
come in this morning, PM reports that went to reverse the
transaction and it worked first time.
lRem out's 16.04 and 16.05
session Id No 1-294591-2 and 2-298354-2
pate 09/07/01
eversed 1-294591-2
Reversal session Id No 1-294829-2
PM calling to report another
FUJ00086680
FUJ00086680
Pate: Ti-dul-2001 10:55:00 User:_customer Call,
leMP'rY 11/07/01 11:27 GB082305 HSH1 Follow Up
fault to the current log.
pM had put a transaction of a BT bill @ £13.61, when the
stack came up, a TV Licence and a £2 TV stamp had appeared in
the stack also. Keyboard was not used. Transaction was
lcompleted and reversed later to gain a transaction reference.
lie has kept the scanner lead out of the way.
transaction Ref. 1-296169-1. 11.07.01@10.21am
Reversal Ref. 1-296181-1
PM would like to add this
date: 20-dul-2001 13:40:00 User:Patrick Carroll
If} Response +
lcomtest readings have been correlated with perfmon stats and a recommendation
to install resitive screens at Old Iselworth has been made.
[END OF REFERENCE 27060452]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
Date:24-dul-2001 10:11:00 User: Customer Call_
leMPTY 24/07/01 11:09 gb064469 HSH1 Repeat Call: Pm reporting another problem
ith P&A transaction.
scanned bar code - transation was finished, but it didnt
look right on the screen - printed a receipt and it said
k97.04, cheque from cust £97.04 Cash to cust £194.08..
pone at 10.21am, stock unit AA, user ZHAOO1
PM wanted this problem noted as ongoing problems which are
being investigated. .
Date:26-gul-2001 08:47:00 User: Customer Call_
lsMpTY 26/07/01 09:48 uk084128 HSH1 Information: Another problem transaction.
scanned in a bb book on
counter 2. Came up on screen bt bill payment..please complete.
Escaped from this and a TV license appeared in the stack for
09.00
bate:30-ul-2001 12:27:00 User:_Customer Call_
lempry 30/07/01 13:20 GB083018 HSH1 Repeat Call: PM called back PM reports
that he scanned a p&éa docket this
ought up the £15:50 Child Benefit and a cheque for £15:50
ith a total for payment £31.
Session Id 2-315618-1
rime - 09:37
User BCAOOI
IM also reports that some “Scanning Equipment" has been
set up near the second counter has now switched form its
normal screen to Control Panel. PM would like this Voiced to Pat
carroll in case it causes a problem.
[this change on the screen happened just after this phantom
transaction went through.
jdate:30-dul-2001 1.
Ik) Response
IPRESCAN - Counters at this site are currently subject to performance
ftonitoring checks. I have made Martin Harvey aware of the latest call update
jas he is running the performance monitoring tool in Pat Carroll's absence.
(END OF REFERENCE 27143637]
Responded to call type L as Category 40 Incident Under Investigation
[the response was delivered to: Powerlelp
9:00 User:Gary Maxwell
bate: 06-Aug-2001 16:23:00 User:Barbara Longley
lr} Response +
Isecky from Manchester says PM has phoned in as he has more ghost transactions
the same as before.
s the oti is down, Becky will email me the transaction details given by the
pM and I will paste into call.
(END OF REFERENCE 27219252]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: Powerllelp
Date:07-Aug-2001 07:41:00 User: Customer Call_
EMPTY 06/08/01 17:36 GBO83113 HSH1 Repeat Call
Hine - has just been speaking to
Becky - insists that he would like this call updating with
this information.
When the transaction 1-318966-2 was entered the chq for
k75 did not appear in the stack, but then turned up on the
Ichqs listing. This information was not mentioned when he
initially spoke to Becky and would like it including in the call.
PM Mr Julian Hall back on
FUJ00086680
FUJ00086680
Date:07-Aug-2001 08:23:00 User:Barbara Longley
If} Response :
ir Hall called with the information that a child benifit trans of 3 dockets
jen25.85 - £77.55 trans ref 1-318966-2
has also got trans 1-318968-1 attached to it which is a chq for £77.55
trans was done at 1530 on gateway counter user zha001
thanks Beccy
[END OF REFERENCE 27222331]
Responded to call type Las Category 40 ~Incident Under Investigation
lbaté:07-Aug-2001 08:24:00 Uscr:Barbara Longley
[the response was delivered to: PowerHelp
oate:13-Aug-2001 12:12:00 User:_Customer Call_
EMPTY 13/08/01 13:10 wk083110 HSH1 Information: pm called stating that the
system is being monitored and at
[the moment has stopped monitoring, was advised to call and
let us know, voiced Barbara Longley and advised to update call
jate:13-Sep-2001 08:09:00 User: Customer Call_
lempTy 13/09/01 09:10 GB082316 HSH1 Repeat Call: scanner on gateway has
stopped working and saying
transaction not allowed and and is now saying cannot connect please
contact. horison
JDatc:13-Sep-2001 08:15:00 User: _Customer Call_
EMPTY 13/09/01 09:16 GB082316 HSH1 Advice: advised to log out and back in
land this was succesful.
Date:13-Sep-2001 12:22:00 User: Customer Call_
EMPTY 13/09/01 13:19 GB083018 HSH1 Information
cards are now working after after
clerk rebooted counter. PM julian hall just wanted a record
nade of this.
PM reports that quantum
JDate:44-Sep-2001 14:48:00 User: Customer Call_
EMPTY 14/09/01 15:50 GBO82316 HSH1 Information: pm called as i got up open
call pm had become disconnected
from line
jbate:19-Sep-2001 12:31:00 User: Customer Call_
IMPTY 19/09/01 13:31 uk084388 HSH1 Advice: pm called to advise that the
jproblem with quantum gas has
lagain reoccured.pm just wanted to log a call to advise us of
the frequency of this problem
Date: 24-Sep-2001 11:31:00 User: Customer Call_
lempry 24/09/01 12:31 uk084337 HSH1 Information: pm called as her system said
that it was printing a report
ror 20 mins and she wasn't even printing a report, she tried
jto settle a transaction to cash and that came on screen.
advised pm to reboot and told her i would update the call. pm
happy.
Date:28-Sep-2001 15:47:00 User: Customer Call_
EMPTY 28/09/01 16:48 uk080110 HSH5 Repeat Call
has had a monitor swap as the
screen has lines running down it and it changes colour
Under ref £-0109280817 PM
JDate:12-Nov-2001 0:
Ir} Respon:
Phantom Txns have not been proven in circumstances which preclude user error.
In all cases where these have occurred a user error related cause can be
attributed to the phenomenon.
It am therefore closing this call as no fault in product.
[END OF REFERENCE 28112231]
lkesponded to call type L as Category 62 -No fault in product
Hours spent since call received: 200 hours
CALL PC0065021 closed: Category 62, Type L
the response was delivered to: PowerHelp
8:00 User: Patrick Carroll
FUJ00086680
FUJ00086680
[Dateria-Nov-2001 09:51:00 Uscr: Customer Call_
pate and time complete: 12/11/2001 09:54:56
service Complete (Confirmation) Received
Root Cause Gen - Outside Program Control
Logger _Customer Call_ -- EDSC
Subject Product Infrastructure -- Counter PC encrypt (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 12-Nov-2001 09:51 -- Customer Call_