FUJ00086822
FUJ00086822
FES NOHE ee ce eae ee ee ene eee ara
Peak Incident Management System
Call Reference PC0065021 Call Logger
Release Targeted At - CSR-CI4R Top Ref
Call Type : Live Incidents/Defects ‘ Priority
Contact EDee Call Status
TargetDate -—-13/06/2001. ; "Effort (Man Days)
Summary ! ‘ "Master Call for Phantom Tns : : = = ~~
Progress I Narrative
Customer Call_ - EDSC
E-0104140863
B -- Business restricted
Closed -- No fault in product
Qe
jDate:17-Apr-2001 09:44:00 User: Customer Call_
ALL PCO065021:Priority A:CallType L - Target 18/04/01 10:44:04
4/04/01 12:45 new complaint call as previous ¢-0104091750 closed WITHOUT
jpermission from PM.
4/04/01 12:55 uk080106
information: pm wishing to complaint about ongoing system problems. see
all 0104140477 for details.
jom had previous complaint open (0104091750) that pm was
junder impression (correctly) that it could only be closed with
is permission. it would appear Ki Barnes gave
Jauthorisation 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.
© 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
hosses.
jpm 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
jtribunal/court because of the stress he has suffered because of
the problems.
14/04/01 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
14/04/01 13:42 uko81168
contacted: By Kevin called back on Saqib 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
jthat for every transaction that error he notices there is the
robability that there ones he misses, leading to
jdiscrepancies. The PM is at present finding the whole scenario very
tressful and is suffering sleepness nights due to these
oblems. In the light of what has gone on the PM is prepared
jto break his contractual obligations with POCL and refuse to
jpay any more discrepancies andwill take legal action if
required.
14/04/01 13:49 ukos1168
[tnformation: Pm is going to log a call with the NBSC so a Pathway
complaint call can be raised aswell.
It advised PM that i will make the relevant personnel aware
jso his call can be escalated and investigated on 17/04/01.
4/04/01 13:51 uk081168
information: Pm dees not want this call closed without his express
jpermission.
7/04/01 09:48 uk061537
contacted: I have left a message on Ki Barnes voice mail as the PM is
now complaining about her. I was speaking to her about the
last complaint call and we both feel that this PM is
omplaining unjustly. She has been in contact with him, and 1 feel
¢ is complaining because the feedback has been advising it
is 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
er absence. The best way forward at present is for me to
rovide an update, although I feel the PM has had it already.
Ir will contact him today
17/04/01 10:17 wk061537
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".
PM had 3 first class stamps, and other stamps for 30p. When
the other stamps 30p went on, the first class stamps
(isappeared. 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)
FI97/1
17/04/01 10:40 wk061537
information: PM advises that the transactions taken after this one,
lstart 1-221178-, which basically skips out 1-221177-. We were
junable to find out the transaction ref of the 1 first class
jstemp that was taken with the 2 (ref 1-221176-2)
can SSC please invstigate why he has had disappearing
jtransactions again, and perhaps a recommendation as to what
jaction can be taken
IF} Call details
[Diagnostician name:
customer opened date 14/04/2001 12:45:36
CALL PC0065021 opened
FUJ00086822
FUJ00086822
jDate:17-Apr-2001 09:46:00 User:Tara Mills
Target Release updated to CSR-CI4R
Product General/Other/Misc Unknown added
JF) Response +
please add product
[END OF REFERENCE 25749444]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
Date:17-Apr-2001 09:57:00 User:Martin Harvey
) Response :
IPRESCAN: Done
[END OF REFERENCE 25750350]
esponded to call type L as Category 40 -Incident Under Investigation
jthe response was delivered to: PowerHelp
the Call record has been assigned to the Team Member: Gary Maxwell
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
jDate:17-Apr-2001 10:26:00 User:Gary Maxwell
IF) Response :
jPowerhelp call E-0104170793 refers to advice already given to SMC in respect
£ this problem (monitor / keyboard replacement).
investigating disappearance of these transactions.
[END OF REFERENCE 25751908]
Responded to call type L as Category 40 -Incident Under Investigation
jthe response was delivered to: PowerHelp
bate:17-Apr-2001 13:08:00 User:Gary Maxwell
CALL PC0065021:Priority B:Callfype L - Target 20/04/01 10:44:04
lf) Response :
frransaction id 1-221176-2 relates to 2 x first class stamps settled to fast
ash
Message :<Groupid:279432><Id: 1><Num:221177><Date:17-Apr-2001><Time:09:14:05><U
jser :ZHA001><Expiry: 35><TranStartNum:221177><TxnData:<SessionId:44-279432-1-221
1. 76-1><TxnId: 44-2794 32-1-221176-2><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
kcat. ion: EPOSSAppMain><EPOSSTransaction:<ProductNo:19><PVer: 38><Qty:2><SaleValue
0. 54><INVI: <ProductNo: 19><PVer: 38><Qty:2>><BlackBoxData: <M: SC><V:12><S:1>><Tr
nT ype: S><PM:<L1:1704><L2:2055><L3:3007><L4 : 3008><15: 3017>><SM:>><Credit :54><C
RC: 7CET4DFD>>
Message :<Groupid:279432><Id:1><Num:221178><Date:17-Apr-2001><Time:09:14 :05><U
jser:ZHA001><Expiry: 35><TranStartNum:221177><TxnData: <SessionId:44-279432-1-221
76-1><Tunid:44-279432-1-221176-3><Container:AA><Start:<Date:17-Apr-2001><Time
09:14: 05><TF:4>><End: <Date:17-Apr-2001><Time:09:14:05><TF:5>>Mode:SC>><Appli
at ion : EPOSSAppMa in><EPOSSTransact ion: <ProductNo: -1><SaleValue
=0.54><BlackBoxData:<M:SC><V:15><UnitPrice:0.54><$:1>><TranType :S><PM:<L1:100
H1><L2:1000><13:3003><L4: 3008><L5 : 3017>><SM:>><Debit : 54><CRC:7B20FBEB>>
Retaining call until the screen and keyboard have been swapped out on counter
iH. Will monitor situation when new kit is installed.
X am also downgrading the priority of this call from 'A' as corrective action
is already being taken under £-0104170793.
lM has not been contacted.
{END OF REFERENCE 25755785]
esponded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
Date: 18-Apr-2001 13:12:00 User: Customer Call_
EMPTY 18/04/01 14:08 uk079831 HSHS Information:
hudasama: (17/04/01 ~ 17:47)
PM rang to say that he has had the keyboard and screen
jreplaced today (17/04/01) -
jthe system is still playing up in that the screen is
anging in the middle of transactions -
IPM did transaction (17/04/01 - 16:34) but left office for
ihr - when he came back the monitor had 141 first class
tamps on screen totalling £38.07 -
jm reports that the Fl key does not appear to be faulty -
New call taken by Anish
FI97/2
FUJ00086822
FUJ00086822
jDate:18-Apr-2001 13:40:00 User: Customer Call
IEMPTY 18/04/01 14:40 uk079831 HSHS Information: pm has had ongoing problems
Jat PO with phantom transactions
I he has had k/byd & monitors swapped but problems persist - 18/04/01 14:41
juk079831 HSHS Information: the pm reports today that a clerk has scanned a
pT bill & a )
Wy licnence appeared in the stack -
ithe 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_
EMPTY 18/04/01 14:42 uk079831 HSHS Information: I have been advised that
roblem may be due to enviromental
jissue & maybe investigated as such - I
the pm reports that the PO is next door to the local
ouncil wardens office where handheld radios are used etc - the
ther side of the PO is a medical centre & the pm thinks they
jnay have x-ray machinery etc - could this be a possible
ause for the phantom transactions etc or is it more likely a
oftware problem -
thanx 18/04/01 14:45 uk079831 HSH5 Access Times: mon to friday:- 09:00 to
7:30 (Lunch 13:00 to 14:00 no
laccess)
ednesda
aturday:
09:00 to 13:00
09:00 to 12:30
Date:18-Apr-2001 14:06:00 User: Customer Call_
EMPTY 18/04/01 15:01 uk061537 HSH1 Escalate: Voiced Gary to the previous
updates.
jbate:19-Apr-2001 17:29:00 User: Customer Call_
EMPTY 19/04/01 18:32 uk01614 HSHS Information: spoke to pm to agree call
losure pm is under the I
impression that a enviromental team is going to attend site to try }
jand resolve this issue
an Natasha if possible contact pm with an update thanks
jpate:20-Apr-2001 08:53:00 User: Customer Call_ I
EMPTY 20/04/01 09:54 uk061537 HSH1 Information: I have voiced Diane Rowe and I
jasked her to pass this call
ack to HSH for an environmental visit. PLEASE PASS THIS CALL
lO HSH4 FAO NATASHA SHORTLAND.
‘oiced Catriona on HIT team re Neils previous update
Date:20-Apr-2001 08:58:00 User:Gary Maxwell I
I) Response :
See previous update. Passing call back for attention of Natasha Shortland I
(H8H4) as requested.
[END OF REFERENCE 25795291]
esponded to call type L as Category 68 -Administrative Response
jours spent since call received: 0 hours
Defect cause updated to 42:Gen - Outside Pathway Control
ALL PCO065021 closed: Category 68, Type L
jthe response was delivered to: PowerHelp I
jbate:20-Apr-2001 09:00:00 User: Customer Call_
bate and time complete: 20/04/2001 10:05:48
ervice Complete (Confirmation) Received
Date: 04-May-2001 08:27:00 User: Customer Call_
ALL PCO065021 Reopened: This incident has been reopened
ALL PCO065021:Priority B:Callfype L - Target 10/05/01 09:27:32
EMPTY
20/04/01 10:15 uk061537 I
information: I have spoken to Les Betts in regards to this. He advises I
that Romec can go to site to check out the office, although
e cannot do a full environmental survey. Passing call to
IKSS2 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
ard 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
ystem =
FI97/3
in 21/04 at approx 10.15, Pm put a bus giro deposit’ in’ the
stack, she continued to the settlement screen where the
[transaction had appeared as a BT bill payment for the same
Jamount - £1450.54 - Counter 2
yn 21/04 at 11.05, PM put quantum gas card tranx thru for
jf3 and the system put a £2 tv stamp in the sales stack also
I counter 1
[23/04/01 14:00 GB082294
information: pm has phoned in reporting that at 12.04 today her
olleague put a p an a 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 GEos2286
information: pm calling to inform that that £2 tv stamps keep apperaing
n the gateway and also node 2 keeps disconnecting and
jreconnecting 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.
Romec to return and fit shielded Lan cabling on request of Ki
Barnes.
1/05/01 09:10 uk0B4091
information: pm wanted it noted on complaint call that this morning on
Jnode 2, clerk logged in as normal, then got message ' smart
jcard trans. not completed’ she pressed ok & reciept was
printed.
laps no: 022671 dated 24/04 12/03pm zero amount.
0/04/01 17:50 GBO82476
Repeat Call: THIS IS AN UPDATE FOR YESTERDAYS CALL MADE BY THE PM.
PDATE IS BEING ADDED NOW AS POWERHELP SERVER WAS DOWN YESTERDAY.
all was taken over by STSA Donna Moulds and the
following information was manually logged:
JPM would like to add to the current complaint that
transactions are currently appearing and disappearing on screen and
so the PM's counter printer has not been working either.
jm had a message on screen stating to abort transaction,
jthen 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
printer won't print any receipts what so ever for any
transaction, this is an ongoing problem.
1/05/01 09:33 GBO82476
information: PM would like to add that on the 18th April 2001, the PM
lspoke to Garreth from 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
jthe end of the month, anbd still nothing has been done
1/05/01 09:35 GB082476
information: PM feels that the systemj is unreliable. PM cannot trust
ithis system
1/05/01 09:36 GBO82476
information: PM wishes to speak to someone face to face and is fed up
feith things been passed back and forth to and from different
Jdepartments and nothing ever appening from this.
JPM is willing to travel if he has to in order to speak to
jomeone face to face
1/05/01 09:37 GB082476
information: PM would like to add that the excessive amount of time
lspent on this problem is not a satisfactory standard of service
30/04/01 17:50 GB082476
STSA: PM was advised by Donna Mould STSA that soemone will be in
contact tommorow (i.e.:today 01/04/0)
1/05/01 10:56 uk080127
information: romec are contacting the site to let them know that they
ill be attending site 2/5 to fit suppressors and double sheet
flyleads , in order to help the enviromental fauit.
1/05/01 11:11 GBO82476
information: Voiced Natasha Shortland of call
1/05/01 11:12 uk061537
fkscalate: Voiced Ki Barnes and Julie Welsh
1/05/01 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
1/05/01 14:54 gb08s6a6
information: spoke to Natasha Shortalnd who advised that the site should
ave been contacted and that the call had been escalated
Jalong all of the correct channels.
hile getting this information the RNM hung up the agent
jdid not have chance to get a contact number for her.
-Shortland to escalate thhis call once more
1/05/01 15:03 uk061537
information: Voiced Julie Welsh again. She advised to provide an update
to the PM
1/05/01 15:04 uk061537
information: Pm is not available. Spoke to Val Clerk in charge instead.
1021/05/01 15:16 uk081222
FUJ00086822
FUJ00086822
FI97/4
\dvice: RNM called chasing progress report on complaint call:
1/05/01 15:25 uk059697
contacted: Contacted Karen Walker RNM and advised of the update from
Romec. RNM wants to know excactly what is going to be done at
he office and the financial implications. RNM wants a full
jreport as the PM is currently deciding the future of the
ffice.
1/05/01 15:38 uk059697
information: Seeking advice from Julie Welsh
1/05/01 15:45 uk059697
information: Have left a message on Ki Barnes phone to contact me with
regards to the environmental problems and the resolution.
1/05/01 16:37 uk059697
information: Ki Barnes advised that she will contact the RNM later today.
1/05/01 16:37 uk059697
information: updated the RNM to expect a call from Ki
2/05/01 14:12 uk052436
information: Romec have been to site today and fitted shielded cabling
jand suppressors. Romec engineer advises that he has
witnessed further phantom transactions whilst on site. He will
arry out further tests and advise results.
2/05/01 15:17 uk081096
Repeat Call: PM called in because the screen has crashed during his
balance - he has got the blue stop screen error
Stop notice is 0x0000000a (0x000000£93, 0x0000001c,
«00000000, 0x8014£457)
vised PM to reboot so he can continue with the balance
2/05/01 15:19 uk081096
Repeat Call: PM wants it noted that a romec engineer came out to site
oday, he has replaced the red wire between the two base units
jwith a wire that was in his van because he said it was
faulty
jpM has got the faulty wire still in his possession, he
Hust wants this logged as part of his complaint
2/05/01 15:50 GB082203
information: pm called to say that he is still expoereincing problems
frith counter 2 and link to gateway.
iPM reported that clerk had inputted a green giro trans on
counter 2, a couple of minutes later the weekly report was
jrun 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
he transaction for 63.00 was not included in the total for
jareen giro's, they then ran the report from the gateway and
jthe information was there.
JPM just wanyted this information added to this call.
3/05/01 09:29 gb083646
information: pm has called in as he has a problem with his reports.
@ has done his balance and his cash account is perfect
out the pta report and the redeemed stamps that he sends off
are showing minus figures.
jom said when 2 Romec engineer was on site yesterday to
replace the cable connecting the two counters, he found that
jthe cable that has always been there was faulty and that comms
jvere sometimes unavailable between the two counters.
lengineer replaced the faulty cable with another one from a
jdifferent system.
3/05/01 09:31 gb083646
information: pm balanced yesterday on terminal 1. his user name is
JDHOO1, the su he is working i is aa (shared).
jem printed the pta report at 15.31 and the redeemed stamps
jat 15.31. he printed the final cash account report at 15.38
nthe pta report the final figure was sowing as
I-£84356.29. the allowances: -£350, the pensions: -£735
jthe dockets on the report though were all ok and none of
them showed as minus figures, just the final figure.
yn the cash account the final figure is also ok.
3/05/01 09:40 gb083646
information: the redeemed stamps show minus figures all the way down the
report but again on the cash account report it is fine.
oiced through to demi at hsh5 regarding the problem. he
jsaid that it is with smc and will be updated accordingly.
3/05/01 15:34 wk080127
information: romec have been to site and have done all they can do .
there is no more UKSS2 can do for this site.
14/05/01 09:30 uk061537
information: Ki Barnes has called in. 1 am unsure as to what to do with
jthis call now. Romec have been to site and state that they
ave actually seen the phantom transactions, so it is not
just the PM's word now. They have fitted supressors to the kit
but the PM is still having problems. As yet there has been
Ino re-occurance to the phantom transactions but there still
jnay be problems. Contacted Pat Carroll for guidance. He
\dvised to pass call over.
4/05/01 09:32 uk061537
ReOpen OTI: FAO Pat Carroll
IF} Call details
FUJ00086822
FUJ00086822
FI97/5
FUJ00086822
FUJ00086822
jDiagndstician name:
Date: 04-May-2001 08:36:00 User: Customer Call_
fEMPTY 04/05/01 09:38 uk061537 HSH1 Contacted: Contacted the PM. At present
jthere has been no extra
jphantom transactions. Advised him to call in if he gets anymore
jproblems in regards to this, quoting this call reference.
Date: 04-May-2001 13:18:00 User:Diane Rowe
the Call record has been assigned to the Team Member: Pat Carroll
jours spent since call received: 0 hours
Date: 08-May-2001 13:46:00 User: Customer Call_
EMPTY 08/05/01 14:49 uk084125 HSH1 Follow Up: PM contacting with further
problem to add to call.
lerk was having problems selling a BT Cellnet £10 card.
every time it was pressed on the screen, a £10 orange card
lappeared.
JPM has since had to recalibrate the screen , and it is now
lvorking, but feels this is part of the ongoing problem.
jDate:11-May-2001 12:36:00 User:Barbara Longley
Product General /Other/Misc Unknown deleted
jproduct Infrastructure Counter PC encrypt added I
ate: 14-May-2001 09:02:00 User:Patrick Carroll
ithe call summary has been changed fro
Inew complaint call as previous e-0104091750 closed
Ihe call summary is now:-
laster Call for Phantom Txns
jDate:15-May-2001 09:18:00 User: Customer Call_
EMPTY 15/05/01 10:22 GBO82760 HSH1 Repeat Call: PM has called with a problem
jwith his new touch screen, the
Pm said that the cursor was about 2 cm away from where the
JPM was pressing. When i was on the phone to the PM the touch
Iscreen seemed to be working fine, Advised PM to calibrate
jthe screen and also clean the screen.
Date: 21-May-2001 12:51:00 User: Customer Call_
EMPTY 21/05/01 13:50 gb081171 HSH1 Information: PM claims he had the ml
jupgrade this mornning
‘Date:07-Jun-2001 08:57:00 User: Customer Call
EMPTY 07/06/01 09:48 GB083020 HSH1 Repeat Call: PM adv he had taken pensions I
this morning I
AP12 BPO] USER JHAQO1 Gateway
ession 1-268400-1
canned P and a gp 13 for 74.43
fvent to scan P and a groupll for 81.02
between the two p and a payments he got a tv licence just
lappear in the stack with no touch of the screen or buttons
n the keyboard
lso he finished and the receipt detials are at the top
4.43
1.09.00
g1 02
jtotal 46.45 from cusotmer when it should have been a pay
ut to custmer
JPM finished the whole transaction and then performed a new
jreversal for the tv licence session id from the reversal
lip is 1-268407-1 for 1 tv lic @ 109.00
IPM wanted to get in touch with Pat Carroll adv that I will
jemail him on his behalf to adv to get in touch with him
IPM ok with this response
jpate:10-Jun-2001 07:46:00 User:SMC User 2 I
IF} Response :
fthe 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
jours spent since call received: 0 hours
ALL PCO065021 closed: Category 68, Type L
FI97/6
the Kesponse was delivered to: Powertielp
FUJ00086822
FUJ00086822
bate: 10-Jun-2001 09:16:00 User: Customer Call_
bate and time complete: 10/06/2001 08:55:23
Service Complete (Confirmation) Received
jDate:11-Jun-2001 04:32:00 User: Customer Call_
CALL PC0065021 Reopened: This incident has been reopened
CALL PC0065021:Priority B:Calltype 1 - Target 13/06/01 20:00:00
EMPTY
20/06/01 16:57 c8082222
ReOpen OTI: * NULL TEXT SUPPLIED *
If) Call details
IDiagnostician name:
jDate:11-Jun-2001 07:21:00 User:SMC User 3
ithe Call record has been assigned to the Team Member: Pat Carroll
jours spent since call received: 0 hours
Date:11-dun-2001 15:07:00 User: Customer Call_
JEMPTY 11/06/01 16:05 uk080100 HSHS Information: LINKED call E-0106060288 was
jupdated as follows:
call lined as instructed by Pat Carrol.
IFAD 111025
IROMEC attended site and have replaced the whole kit in the
f£ice.
jsplit ferret casbles have been fitted but PM informs that
problem is getting worst.
Date: 14-Jun-2001 15:23:00 User: Customer Call_
EMPTY 14/06/01 16:24 GB082711 HSHS 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
ffeam Member: John Simpkins
Date:14-Jun-2001 15:28:00 User: Customer Call_
EMPTY 14/06/01 16:28 GBO82711 HSH5 Install: FAD:376311,
k-0104050910
PM Ivy Cook TEL: 01724 842497
0 TRANSACTION DATE AND TIME WAS PROVIDED FOR THIS ACTION
SING CURRENT DATE AND TIME
by Pat Carroll at 14~jun-2001 14:34:00 Category 94 -
\dvice and guidance given Being dealt with under master call of
f-0104140863 This one can be closed.
jDate:19-dun-2001 15:17:00 User:Patrick Carroll
JF) Response :
I now have pressing evidence to suggest that unwanted peripheral input is
curring, the likely source being the screen.
this 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
bserved system activity corresponding to screen presses happening with no
jcorrepsonding evidence of either routine system activity or human
interference, the way forward now is to correlate this with the Microtouch
jsupplied 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 ina
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]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
jDate:10-Jul-2001 08:02:00 User: Customer Call_
EMPTY 10/07/01 08:49 uk080099 HSH1 Information: PM calling to report another
fault.
the clerk on counter 1 was doing the rem out and it
ould not let her print the rem recipct, so she went to counter
2 and remitted the cheques and it showed two rem's out
heque listing but it would not let them reverse the transaction.
JM reports that everything he was trying to do to find the
transaction would not work, through trans log and any
reports he was trying to print.
IPM went to counter 2 and had the same problem.
FI97I7
PM reports that he then gave up and weit Home but he has
jcome in this morning, PM reports that went to reverse the
transaction and it worked first time.
Rem out's 16.04 and 16.05
Session Id No 1-294591-2 and 2-298354-2
jpate 09/07/01
eversed 1-294591-2
Reversal session Id No 1-294829-2
FUJ00086822
FUJ00086822
jDate:11-Iul-2001 10:55:00 User: Customer Call_
EMPTY 11/07/01 11:27 GB082305 HSH1 Follow Up: PM would like to add this
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
jcompleted and reversed later to gain a transaction reference.
le has kept the scanner lead out of the way.
transaction Ref. 1-296169-1. 11.07.01@10.21am
Reversal Ref. 1-296181-1
Date:20-Jul-2001 13:40:00 User:Patrick Carroll
lr) Response :
jcomtest readings have been correlated with perfmon stats and a recommendation
jto 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
jDate:24-Jul-2001 10:11:00 User: Customer Call.
EMPTY 24/07/01 11:09 gb064469 HSH1 Repeat Call
ith P&A transaction.
Scanned bar code - transation was finished, but it didnt
Hook right on the screen - printed a receipt and it said
£97.04, cheque from cust £97.04 Cash to cust £194.08..
Done at 10.21am, stock unit AA, user ZHA0O1
PM wanted this problem noted as ongoing problems which are
eing investigated...
Pm reporting another problem
ate:26-Jul-2001 08:47:00 User: Customer Call.
EMPTY 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
109.00
Date: 30-Jul-2001 12:27:00 User: Customer Call_
EMPTY 30/07/01 13:20 GB083018 HSH1 Repeat Call: PM called back PM reports
jthat he scanned a psa docket this
orought up the £15:50 Child Benefit and a cheque for £15:50
bith a total for payment £31.
Session Id 2-315618-1
rime - 09:37
ser BCAQOL
IPM 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.
his change on the screen happened just after this phantom
transaction went through.
jDate:30-Jul-2001 13:19:00 User:Gary Maxwell
JF) Response :
JPRESCAN - Counters at this site are currently subject to performance
jnonitoring 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]
esponded to call type L as Category 40 -Incident Under Investigation
Ithe response was delivered to: PowerHelp
Date: 06-Aug-2001 16:23:00 User:Barbara Longley
lr) Response :
Becky from Manchester says PM has phoned in as he has more ghost transactions
the same as before.
8 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: Powertielp
FI97/8
FUJ00086822
FUJ00086822
jDate:07-Aug-2001 07:41:00 User:_Customer Call_
EMPTY 06/08/01 17:36 GB083113 HSH1 Repeat Call: PM Mr Julian Hall back on
line - has just been speaking to
Becky - insists that he would like this call updating with
this information.
jithen the transaction 1-318966-2 was entered the chq for
Ik75 did not appear in the stack, but then turned up on the
hqs listing. This information was not mentioned when he
initially spoke to Becky and would like it including in the call.
iDate: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
£25.85 = £77.55 trans ref 1-318966-2
as also got trans 1-318968-1 attached to it which is a chq for £77.55
jtrans was done at 1530 on gateway counter user zha001
jthanks Beccy
[END OF REFERENCE 27222331] I
Responded to call type L as Category 40 -Incident Under Investigation I
Date: 07-Aug-2001 08:24:00 User:Barbara Longley
ithe response was delivered to: Powerlielp
jpate:13-Aug-2001 12:12:00 User:_Customer Call_
EMPTY 13/08/01 13:10 uk083110 HSH1 Information: pm called stating that the
system is being monitored and at
the moment has stopped monitoring, was advised to call and
Het us know, voiced Barbara Longley and advised to update call
Date:13-Sep-2001 08:09:00 User: Customer Call_
EMPTY 13/09/01 09:10 GBO82316 HSH1 Repeat Call: scanner on gateway has
topped working and saying
jtransaction not allowed and and is now saying cannot connect please
contact horison
iDate: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.
jDate:13-Sep-2001 12:22:00 User: Customer Call_
EMPTY 13/09/01 13:19 GBO83018 HSH1 Information: PM reports that quantum
ards are now working after after
lerk rebooted counter. PM julian hall just wanted a record I
nade of this.
ate: 14-Sep-2001 14:48:00 User: Customer Call_
EMPTY 14/09/01 15:50 GB082316 HSH1 Information: pm called as i got up open
all pm had become disconnected
from line
jDate:19-Sep-2001 12:31:00 User:_Customex Call_
EMPTY 19/09/01 13:31 uk084388 HSH1 Advice: pm called to advise that the
problem with quantum gas has
gain reoccured.pm just wanted to log a call to advise us of
jthe frequency of this problem
jDate:24-Sep-2001 11:31:00 User:_Customer Call_ I
IEMPTY 24/09/01 12:31 uk084337 HSH1 Information: pm called as her system said
that it was printing a report
for 20 mins and she wasn't even printing a report, she tried
to settle a transaction to cash and that came on screen.
jadvised pm to reboot and told her i would update the call. pm
apPY-
Date: 28-Sep-2001 15:47:00 User: Customer Call_
fEMPTY 28/09/01 16:48 uk080110 HSHS Repeat Call: Under ref E-0109280817 PM
as had a monitor swap as the
screen has lines running down it and it changes colour
Date:12-Nov-2001 09:48:00 User:Patrick Carroll
lf) Response :
jPhantom 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.
FI97/9
i am therefore closing this call as no fault in product.
D OF REFERENCE 28112231]
Responded to call type L as Category 62 -No fault in product
jours spent since call received: 200 hours
ALL PC0065021 closed: Category 62, Type L
The response was delivered to: Powerkelp
FUJ00086822
FUJ00086822
jDate:12-Nov-2001 09:51:00 User: Customer Call_
Date and time complete: 12/11/2001 09:54:56
ervice Complete (Confirmation) Received
‘Root Cause : Gen - Outside Program Control
Logger : : _ Customer Call_ EDSC
Subject Product " Infrastructure -- Counter PC encrypt (version unspecif ied)
Assignee c Deleted User -- EDSC : x
Last Progress 12-Nov-2001 09:51 -- _ Customer Call_
F/97/10