PC-EFTPOS nab Reference Manual

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Confidential Page 1 19/02/09

PC-EFTPOS

Reference Guide

Version 2.01

February 2009

Eclipse

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Revision Record

Version

Date

Author

Document Preparation

Revisions

1.04

April 08

Richard Bolt

Document Update

2.01

Feb 09

Richard Bolt

Added Sagem Details

proprietary to PC-EFTPOS Pty Ltd. Any reproduction, disclosure or

unauthorised use of this material is expressly prohibited except as may be

authorised by PC-EFTPOS Pty Ltd in writing.

1/9a Ponderosa Parade

Warriewood NSW 2102

Australia

Phone +61 2 9998 9800

Fax +61 2 9986 0530

www.pceftpos.com

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Table of Contents

Table of Contents ............................................................................................................................................... 3

PC-EFTPOS Contact Details ............................................................................................................................. 4

Introduction ........................................................................................................................................................ 4

Using PC-EFTPOS with a POS ......................................................................................................................... 5

NAB Specific Details ......................................................................................................................................... 5

Terminal Functionality Supported by NAB ....................................................................................................... 5

PC-EFTPOS Hardware Installation ................................................................................................................... 7

PC-EFTPOS Overview .................................................................................................................................... 11

Using the Internal Modem GPRS Modem ....................................................................................................... 12

Using the Internal Printer on the terminal ........................................................................................................ 12

PC-EFTPOS Software Installation .................................................................................................................. 13

Function Key Menus ........................................................................................................................................ 14

System Timeouts .............................................................................................................................................. 18

Argent Error Codes .......................................................................................................................................... 26

Trouble Shooting ............................................................................................................................................. 35

Who to Contact for Help .................................................................................................................................. 39

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PC-EFTPOS Contact Details

PC-EFTPOS office hours are Monday to Friday, 8:30am to 5:30pm EST.

 PC-EFTPOS Reception: Phone (02) 9998 9800  PC-EFTPOS Website: http://www.pceftpos.com/  Software Release Website: http://www.pceftpos.com.au/files/releasecd/  Support Website: http://support.pceftpos.com/  General Enquiries Email: support@pceftpos.com.au

Introduction

The PC-EFTPOS terminal allows online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Bankcard, Visa and MasterCard), Charge Cards (American Express, Diners Club and JCB) and CUP cards (China UnionPay)

The features of PC-EFTPOS include:

 Process Purchases, Cash out, Refunds  Process Mail/Telephone Order Transactions  Integrate to POS  PSTN via additional modem, Argent AABP, GPRS communications

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Using PC-EFTPOS with a POS

When PC-EFTPOS is configured to be used with a POS, all the EFTPOS functionality is initiated through the POS. Consult your POS vendor on the operation of EFTPOS through your POS.

The terminal may be configured to internal communications mode, which offers communications via the internal GPRS modem. (Set Host Interface / Address in the PC-EFTPOS Client to NPT)

The terminal may be configured to internal print mode (Set Printer in the PC-EFTPOS Client to NPT)

NAB Specific Details

 NAB help Desk Number: 1300 369 852  Requires both a terminal ID and merchant ID. The terminal ID is 6 digits and starts with a „B‟.

Letters are always in upper case.(e.g. BA1001). The merchant ID is 8 digits long and is referred to NAB as the “EB Number”.

Terminal Functionality Supported by NAB

EFTPOS Functionality:

 Purchase



 Cash Out



 Refund



 MOTO processing



 Pre-Authorisation

 Completion

 Tipping

 Training Mode



 Balance Enquiry

 Voucher Entry

 Electronic Fallback (EFB)



 EMV processing

Settlement Options

 Settlement



 Pre-Settlement



 Last Settlement



 Sub-Totals

 Summary Totals

 Shift Totals



Hardware Options:

 Sagem Eclipse with Internal Printer & GPRS modem



TMS Support:

 Via Sagem TMS, Internal GPRS only



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1.1 Before you start

Before you begin the installation of your Sagem Eclipse, you should ensure you have the following;

 An NAB Integrated EFTPOS terminal  An active Telstra SIM within the terminal  A paper roll loaded in the terminal.  A P66 modem, Argent, or PCEFTPOS Gateway connection. If the site is using a dial-up service (A

P66 is only required if the site is installing more than one EFTPOS terminal).

 The latest PC-EFTPOS installation CD, (alternatively, latest software can be downloaded from our

website – www.pceftpos.com.au/files/releasecd )

 Terminal and Merchant ID‟s (per lane) supplied by the bank,  If the site is using an Argent Line instead of a P66 modem, then a POS-AME (also known as an

Argent Terminal ID or Tran$end ID) supplied by Telstra is also required

 Argent Host addressing template for NAB Integrated is NABINT

2.2 Bank Terminology

 Terminal ID : This is the number that uniquely identified each EFTPOS terminal.  Merchant ID : This number uniquely identifies each merchant  POS AME : This number is unique to each Argent leased line. This number is often called a

Tran$end ID, a Telstra ID, or an Argent Terminal ID. The number can be anywhere from 6 to 10 digits in length.

The bank will issue details for each terminal at the site as well as the connection to the bank. The following outlines the details the NAB bank will issue:

Bank

Merchant ID

Terminal ID

Dial-up POS-AME

Argent POSAME

Help Desk Number

NAB



1300 369 852

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NAB Integrated Hardware Installation

EFTPOS Terminal

Supplied Equipment with terminal:

Sagem Terminal Power pack and cord POS connector cable (RS232 Cable) (optional) RS232 to USB adaptor cable GPRS SIM Paper Roll

Installation Steps

1. Power the terminal. Connect the power pack

and cord then plug into a power point.

2. Connect the power adaptor to the power socket on the back of the terminal

3. Connect the RS232 cable (supplied) to the COM port on the back of the PC (normally COM 1)

4. For a terminal integrated to a POS, connect the other end of the RS232 cable to the RS232 connector on the back of the terminal.

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3.3 Dial-Up Modem

 One P66 Modem is required for any store that requires dial-up

connectivity to the bank. The P66 modem utilizes a purpose built EFTPOS modem to connect with the banking network.

 The modem can be shared between any number of EFTPOS

terminals within a network.

 There should only be one P66 modem within any single store.

Equipment supplied with P66 Modem

 P66 modem  Power supply and power cord  PC connector cable (DB9 to RJ12)  Dial-up phone cable and connector

Installation Steps:

1. Plug the power supply into a power point and the P66 Modem DIN connector,

2. Connect the phone cable to the “Line” connector on the P66 and to the phone line wall socket,

3. Connect the POS cable to the PC COM port and to the “Pinpad” connector on the P66 modem.

(Make sure you are using the P66 load cable and not the EFTPOS pinpad cable labelled “Ingenico CAB-0117-01”)

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3.4 Argent installation

Telstra use an Argent Terminal Adaptor (ATA).

 An Argent installation is normally defined as an AABP 9600bps system.  This type of Argent installation does not require a P66 modem from Ingenico.  Telstra will supply the Argent Terminal Adaptor to be used in the installation  The connection from ATA to PC is via a standard 25-pin to 9-pin RS232 modem cable. This is

generally not supplied by Telstra and will need to be purchased separately.

 See back-plate of ATA for correct connection of RS232 cable.  You will need your “POSAME” or “Argent Terminal ID” when installing the Telstra ATA. You can

get this number from Telstra

Required Equipment:

 ATA from Telstra  Installation of ISDN service from Telstra  Standard RS232 modem cable

Installation Steps:

1. Connect the Argent terminal Adaptor to the ISDN service.

2. Connect the RS232 modem cable from the COM port on the POS to the V24 port on the Argent

ATA.

3. The ATA should go to a steady dot after a short while. This indicates that the ISDN is connected.

Argent Enhanced Terminal Adaptor Back-plate

RS232 cable connects to here

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3.5 PCEFTPOS Gateway

 Refer to PCEFTPOS for these installations at the PC-EFTPOS website

http://www.pceftpos.com/index.php?page=gateway

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PC-EFTPOS Overview

EFT-Client Settings:

EFTPOS Control Panel

Press the control panel button on the Client settings page (above) to activate the control panel.

COM port: that the pinpad is plugged into.

Printer: (Not used when POS is printing). NPT denotes using the internal printer of NPT

Host Interface: This is normally blank. It is the IP address of the EFTSRV which is normally on this machine. NPT indicates to use the internal NPT modem.

Tracing: This is enabled by default and records information on the hard-drive to help us track down any issues.

Logon: Performs a logon to the host

Reprint: reprints

last receipt

Diagnostics: Provides reports on s/w configuration and version

Setup Page:

Enter terminal details. Press APPLY and then 7410 as the password

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Using the Internal Modem GPRS Modem

 Ensure Host communications settings are set to GPRS or change communications type to GPRS via

the function menus.

 Open the EFT Client

 Change “Host Interface Address to NPT and then click on Apply

Using the Internal Printer on the terminal

 Open the EFT Client

 Change “Printer to NPT and then click on Apply

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PC-EFTPOS Software Installation

1. Install Terminal

See Hardware Installation for PINpad.

2. Install Software

If the POS does not have the latest PC-EFTPOS software installed, install the software from the PCEFTPOS installation CD, or the setup file available for download from our website at

www.pceftpos.com.au/files/releasecd (Version 4.3.0 or higher is required.)

For more detailed information on installing the PC-EFTPOS software, please refer to the PC-EFTPOS EFT Client and EFT Server Installation Guides, or call PC-EFPOS Helpdesk on 02 9998 9800

3. Configure Terminal

To configure the terminal, either

 From the PC-EFTPOS Client

o Double click on the Client icon to open it o Click on the [Ctrl Panel...] button o Click on the [Setup (F5)] tab and enter the Terminal ID o Press [APPLY] button. The confirmation password is 7410

OR Consult your POS provider to see how the details are entered into the POS

5. Bank Logon

1. Double click on the EFT Client icon

2. Click on the [Ctrl Panel...] button

3. click on the [Logon] button from the [Eftpos (F2)] tab

6. Ready to Go

If the previous steps were successful the PINpad is ready to use.

PC-EFTPOS Client icon

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Function Key Menus

To access the functions, press the key on the pinpad when the terminal is in its IDLE mode. The following function menus are available:

Function Number

Description

(Admin Password)

11113333

TMS Logon (Internal GPRS only)

11114440

Show EFT-Client on POS

11114441

Show EFTSRV on POS

11114442

Show EMS-client on POS

140102

Technician functions

140102 - (Technician Menu)

Option

Description

Host Communications

CATID

CAID

Initialisation

Config File Refresh

Memory Reset

Diagnostics

Software Load

IDLE Logo (requires password)

Note: Pressing „0‟ at the technician menu shall invoke the Telium manager.

Diagnostics Menu – Accessed via EFT Client

Option

Description

Print Merchant List

Print Configuration

Print Statistics

Print and Clear SAF (Caution: SAF will be cleared)

Administrative Menu – Accessed via pressing the key

Option

Description

User Setting

Display Functions

Version Info

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Reboot PINpad

Option

Description

+ [Clear]

Press and hold for 2 secs to reboot

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Host Communications

140102 + 1

Option

Description

Communications Type

PSTN (DIAL)

GPRS

Comms via internal SIM

Communications (for PSTN)

Pri Phone Number

Host SHA

Prefix Settings (PABX)

Dial Type

1 Tone Dial

2 Pulse Dial

Blind Dial

Communications (for GPRS)

IP Address

Default: 10.1.3.12

IP Port

Default: 10124

Host SHA

Default: 800000C8

APN

Default: nab.eftpos

Diagnostics

140102 + 5

Option

Description

Modem Test

GPRS Signal

Printer Test

Keyboard Test

Display Test

Card Read Test

Administrative Menu - Accessed via pressing the key

Option

Description

User Settings

Key Beep

Default

Off 2

Display Functions

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Local Config

Tipping

Cashout

Offline

Debit 3

Version Info

Operating System

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System Timeouts

The PIN pad will support the following 'time outs' for its PCEFTPOS Client and Network interface:

PINPAD

TIMEOUT

EVENT

3 seconds

PCEFTPOS Client ACK to PIN pad request

3 seconds

PCEFTPOS Client ACK to send Host message request

10 seconds

PCEFTPOS Client response to display request

10 seconds

PCEFTPOS Client response to print request

45 seconds

Host response to Financial Transaction requests

45 seconds

Host response to administration requests

45 seconds

Host response to Reversals and SAF uploads

60 seconds

Customer response to Card entry prompt

30 seconds

Customer response to Account prompt

60 seconds

Customer response to PIN entry prompt

180 seconds

PCEFTPOS Client response to insert slip request

120 seconds

PCEFTPOS Client response to verify signature request

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Host generated response codes

The following section describes the response codes returned from the host. *For assistance with the following codes, contact your Bank.

Code

Terminal Display

Explanation

Action To Be Taken

TRANSACTION

APPROVED

The transaction has been approved and the customer should be allowed to leave with the merchandise and any cash out requested.

None

TRAN DECLINED

SEE CARD ISSUER

The Cardholders bank has not allowed the transaction and requires the cardholder to contact them.

Seek another form of tender.

TRAN DECLINED

CALL AUTH CENTER

The Cardholders bank has not allowed the transaction, this card may be lost or stolen.

Supervisor MUST contact Help Desk for further instructions.

APPROVED

WITH SIGNATURE

The transaction has been approved,

subject to the customer‟s signature

matching that on the back of their card. A signature slip will need to be inserted in the slip printer.

None

TRAN DECLINED

INVALID TRANS

The type of transaction requested is not allowed for this terminal or this card.

 Seek another form of tender

from customer.

 Note EFT transaction.

TRAN DECLINED

SEE CARD ISSUER

The Cardholders bank has not allowed the transaction and requires the cardholder to contact them.

Seek another form of tender.

TRAN DECLINED

NO CREDIT ACCT

This card does not have a credit account linked to it. The cardholder needs to try another account or contact their card issuer.

 Ask customer to select

another account.

TRAN DECLINED

SEE CARD ISSUER

Cardholder should contact bank

 Contact Bank

TRAN DECLINED

NO CHEQUE ACCT

This card does not have a cheque account linked to it. The cardholder needs to try another account or contact their card issuer.

 Ask customer to select

another account.

TRAN DECLINED

NO SAVING ACCT

This card does not have a savings account linked to it. The cardholder needs to try another account or contact their card issuer.

 Ask customer to select

another account.

TRAN DECLINED

EXPIRED CARD

This card has expired, or has an incorrect expiry date encoded on the magnetic stripe. The cardholder must contact their card issuer.

 Seek another form of tender

from the customer.

TRAN DECLINED

PIN INCORECT

The customer has entered an incorrect PIN number. They should attempt to enter it again.

 If necessary, remind the

customer to enter the PIN again and press the [ENTER] key.

TRAN DECLINED

CALL HELP DESK

Bank wants the card to not be used.

 Try another card or call help

desk

TRAN DECLINED

OVER CARD LIMIT

The card holder(s) have already exceeded the withdrawal limit for this card for the day.

 Seek another form of tender

from the customer.

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Code

Terminal Display

Explanation

Action To Be Taken

TRAN DECLINED

EXCEED PIN TRIES

The cardholder has entered the wrong PIN number three times. The card can't be used for the rest of the day.

 Seek another form of tender

from the customer.

TRAN DECLINED

ISSUER NOT AVAILABLE

The card holders bank is unable to be contacted to authorize the transaction.

 None, terminal shall attempt

EFB.

TRAN DECLINED

ALREADY SETTLED

The terminal has already settled within the settlement window

None

TRAN DECLINED

DUPLICATE TRANS

The NAB host has already seen the transaction.

 Do not retry the transaction.

TRAN DECLINED

SYSTEM ERROR

The system has malfunctioned and requires the transaction to be retried.

 Retry EFT tender,  Verify network status and

terminals initialization status on the host.

TRAN CANCELLED

SYSTEM ERROR

The Bank has detected a Message Authentication error on the message from the terminal.

 Logon terminal  Retry EFT tender

TRAN DECLINED

SYSTEM ERROR

The host has detected a sequence error during CPAT loading.

 Retry EFT Logon several

times if on a LAN wait for a period of low LAN traffic.



INIT APPROVED

Init approved but new file config / software versions available for DLL.

 None

TRAN DECLINED

SYSTEM ERROR XX

A response code has been received that is unable to be interpreted by the terminal.

 Retry EFT tender.  Verify network status.

 If problem persists and

the error is not generated by the host replace terminal.

Note:

SYSTEM ERROR XX where XX is the Response Code.

Other Response Codes not shown above decline the transaction and display the error message “TRAN

CANCELLED”, "SYSTEM ERROR XX” on the terminal display.

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Terminal generated response codes

The following section describes the response codes generated by the terminal.

Code

Terminal Display

Explanation

Action To Be Taken

TRAN DECLINED

MSG FORMAT ERROR

The response receive from the NAB had a format error.

 Re-try transaction.

TRAN DECLINED

STAN MISMATCH

The Terminal has detected a STAN error and is unable to complete the transaction.

 Re-try transaction.

TRAN DECLINED

TERM ID MISMATCH

The Terminal ID contained in the request message did not match the Terminal ID contained in the response receive from the NAB.

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

The buffer used to receive message from the EFT-Client is full, stopping any more messages being received.

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

Transmission failed from the terminal to EFT-Client

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

Response timeout occurred on messages between the terminal and EFT-Client

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

No „ACK‟ received on the low level

protocol messages between the terminal and EFT-Client

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

Protocol error occurred on messages between the terminal and EFT-Client

 Re-try transaction.

TRAN DECLINED

SYSTEM ERROR

Invalid response received by the terminal from the EFT-Client

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

Receiving failed by the terminal from the EFT-Client

 Re-try transaction.

TRAN DECLINED

COMMS ERROR

Communication connection timeout occurred to the EFT-Server

 Confirm connection timeout

in File 36 is greater than 30 seconds

 Retry Transaction.

TRAN DECLINED

PRINT FAILED

The receipt failed to print.

 Check POS printer  Retry Transaction.

TRAN CANCELLED

INVALID REQUEST

An invalid request from received by the POS.

 Merchant has selected a

POS option that is not supported by the terminal.

 Retry Transaction with

correct selection

TRAN DECLINED

SYSTEM ERROR

An error has occurred in the CPAT download

 Re-try transaction.

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

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Code

Terminal Display

Explanation

Action To Be Taken

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

TRAN DECLINED

SYSTEM ERROR

Internal terminal error

 Re-try transaction.  If problem persists, perform

memory reset.

TRAN DECLINED

SYSTEM ERROR

PPID mismatch

 Error with security, swap

terminal

TRAN DECLINED

SYSTEM ERROR

Error with security schemes

 Error with security, swap

terminal

APPROVED

Used in a status request, indicates the terminal is in a ready state.

 None

TRAN DECLINED

NO DUPLICATE

No duplicate receipt is available in the terminal

 None

TRAN DECLINED

NO LAST TXN

No last transaction is available in the terminal

 None

TRAN DECLINED

INVALID ACCOUNT

An invalid account was selected.

 Select valid account

TRAN DECLINED

NO CASH ALLOWED

No cash out is allowed for the transaction attempted.

 Remove cash out

component in transaction request

TRAN DECLINED

CARD INVALID

Card not allowed for merchant

 Use another card

TRAN DECLINED

CARD INVALID

Card not allowed for merchant

 Use another card

TRAN DECLINED

INVALID CARD NO

LUHN check failed

 Retry entering card number

TRAN DECLINED

CARD EXPIRED

Card expired

 Use another card

TRAN DECLINED

REFUNDS DISABLED

Refunds are disabled on the terminal

 Contact NAB help desk

TRAN DECLINED

INIT REQUIRED

Terminal initialisation required

 Perform Initialisation

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Code

Terminal Display

Explanation

Action To Be Taken

TRAN DECLINED

OPERATOR TIMEOUT

Operator Timeout occurred while the terminal was awaiting input

 None

TRAN DECLINED

SIGNATURE ERROR

The operator has pressed the [NO] key in response to a "SIGNATURE REQD" prompt.

 None

TRAN DECLINED

CANCELLED

The operator has cancelled the transaction when a PIN or Account retry prompt is being displayed to the customer.

 None

TRAN DECLINED

SAF PENDING

The terminal has a SAF stored, the terminal and merchant ID can not be changed until they are cleared

 Clear SAF before retrying

configuration

TRAN DECLINED

REVERSAL PENDING

The terminal has a reversal stored, the terminal and merchant ID can not be changed until it is cleared

 Clear Reversal before

retrying configuration

TRAN DECLINED

CARD INVALID

The card used was not found within the terminal CPAT

 Use another card

TRAN DECLINED

CARD INVALID

Card group is configured to be rejected for this merchant

 Use another card

TRAN DECLINED

CARD INVALID

The card used has been rejected by the terminal CPAT

 Use another card

TRAN DECLINED

MAC ERROR

The terminal has detected a MAC error on the incoming host message

 Retry transaction

TRAN DECLINED

HEADER ERROR

The terminal has detected a header error on the incoming host message

 Retry transaction

TRAN DECLINED

NO MANUAL ENTRY

No manual entry is allowed on the terminal.

 Contact NAB Help desk if

manual entry required

TRAN DECLINED

TXN NOT SUPPORTD

The card used can not support transaction type due to AGC restriction.

 Use another card

TRAN DECLINED

TXN NOT SUPPORTD

Pre-Authorisations not supported for acquirer

 Instruct Merchant to

perform supported transaction type

TRAN DECLINED

TXN NOT SUPPORTD

A request has been received by the POS that is not supported by the terminal

 Instruct Merchant to

perform supported transaction type

TRAN DECLINED

CNP ERROR XX XX

A CNLP error occurred. The „XX XX‟ is the error code returned.

 If error is '601-008' (Bank is not

available) - Retry EFT Logon periodically.

 Verify the communication

parameters

 Retry transaction  Verify the network status (See

section Tran$end initiated errors)

TRAN DECLINED

NO RESPONSE

No response was received via the host to a terminal request.

 Retry transaction  If problem persists check

communications settings and NAB host status

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Code

Terminal Display

Explanation

Action To Be Taken

TRAN DECLINED

CONFIG REQD

Terminal configuration is required before it can transact.

 Configure terminal with

Merchant and Terminal ID

TRAN DECLINED

MODEM ERROR

An error has occurred with the terminal or P66 modem

 Retry transaction  If problem persists check

communications settings.

TRAN DECLINED

NO DIAL TONE

The modem has failed to find a dial tone on the attached phone line

 Check line on P66

TRAN DECLINED

NO ANSWER

The number being dialled by the terminal is not answering.

 Retry Transaction  If problem persists, check

communications setting for P66

TRAN DECLINED

LINE BUSY

The number dialled by the terminal in engaged

 Retry Transaction  If problem persists, check

communications setting for P66

TRAN DECLINED

NO HOST PHONE NO

No phone number is configured in the terminal.

 EFT-Server settings are

incorrect for P66. Phone number needs to be added

TRAN DECLINED

POWER FAIL

The terminal lost power during a transaction. This receipt is printed upon reboot.

 Check terminal power

supply

 Retry transaction

TRAN DECLINED

NO CARRIER

The number dialled or connected line does not have a carrier on the other end.

 Retry transaction

TRAN DECLINED

NO EFTSRV

There is no link from the PCEFTPOS client to the EFTSRV software

 Check EFT Client IP

address

 Check EFT Server setup

TRAN DECLINED

CONN. DROPPED

Connection has been dropped

 Retry transaction  If problem persists, check

communications settings

TRAN DECLINED

SOFTWARE MISSING

A software component is missing

 Swap out terminal

TRAN DECLINED

GPRS NETWK ERROR

GPRS Network error returned

 Power off terminal  Check SIM

TRAN DECLINED

INVALID COMMS

Invalid Communications mode selected

 Terminal is set to Dial.  Change setting to GPRS

TRAN DECLINED

POS INTERRUPT

POS request received while transmission of a message occurring via terminal

 Retry Transaction

TRAN DECLINED

NO SIM CARD

No SIM card in terminals

 Add SIM card to terminal

TRAN DECLINED

BAD SIM PASSWORD

SIM password incorrect

 Check NAB Host

communications settings

TRAN DECLINED

SIM CARD LOCKED

SIM card is locked

 Replace SIM

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Note:

Other Response Codes not shown above decline the transaction and display the error message “TRAN DECLINED”, "SYSTEM ERROR XX” on the terminal display.

SYSTEM ERROR XX where XX is the Response Code.

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Argent Error Codes

Argent Basics The seven segment display on the Argent Terminal Adaptor will light up and will move through a sequence of numbers on start-up. The numbers displayed will be steady when the call is progressing and the configuration downloading normally on the D-channel during start-up. The display will flash continuously if call progress encounters an error condition during start-up. The table below provides a list of “start-up status codes” that the ATA will display in order of sequence when the power is being applied, the call is being set up and the configuration is being downloaded by the Argent Network Management System (NMS).

Argent Error Codes

Display Interpretation

Building Bars..........Program decompressing into memory

Steady 1 .................Power-on test executing. Dot will pulse on/off

Steady 2 ................D-channel interface active for EFTPOS

Steady 3 ................Pre-configuration in progress, learning identity

Steady 4.................Remote management in progress, configuration

Steady 5 ................Software download in progress

Steady 6 ................Reserved

Steady 7 ................Reserved

Steady 8 ................Reserved

Steady 9 ................Reserved

Steady 0 ................Reserved

Steady dot..............Normal Operation (no fault)

ATA Seven Segment Display Start-up Status Codes

Display Interpretation

Flashing 1...............Power up test fails

Flashing 2...............ISDN connection down

Flashing 3..............No carrier on EFTPOS port

Flashing 4..............Data overrun/underrun on Serial V.24 port

Flashing 5 .............No stations responding to polls on EFTPOS port

Flashing 6 .............Last call attempt failed-Channel

(X.25 fault or Argent server or NMS unavailable)

Flashing 7 .............Not applicable

Flashing 8 .............NMS has no pre-configuration to download

Flashing 9 .............NMS main configuration failure

Flashing 0 .............Not applicable

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CLNP error codes

CLNP error codes are reported as XX/YY where XX =Information code and YY=Error code as below:

Info Code Meaning

0 Unspecified 1 Validation failure on incoming Terminal message 2 Not Supported 3 Reserved 4 Reserved 5 Validation failure on sign-on command 6 Successful sign-on 7 Validation failure on sign-off command 8 Successful sign-off

Error Code Meaning

0 No Error 1 Unknown terminal ID 2 Invalid AME 3 Not Supported 4 Not Supported 5 Unknown Host reference 6 (Reserved) 7 Not Supported 8 Destination unreachable 9 Not Supported 10 Not Supported 11-16 (Reserved) 17 Not Supported 18 Not Supported 19 (Reserved) 20 Not Supported 21 Not Supported 22 Undefined Symbolic Host Address 23 Invalid Station for Terminal 24 Invalid Command from Terminal 25 Not Supported 26 Not Supported 27-29 (Reserved) 30 No Data in PDU 31 Not Supported 32 Unknown Host 33 Not Supported

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Purchase

A purchase is the most common transaction performed with integrated merchants. The POS collects and passes it to PC-EFTPOS via the standard PC-EFTPOS interface.

Note: PCEFTPOS supports hundreds of POS, each has a different user interface.

Terminal Display

POS Display

Action

READY

HH:MM DD/MM/YY

On the POS interface:

 Refer to POS instructions to

initiate a Purchase, transaction.

 The transaction request

includes the purchase amount.

PURCHASE

SWIPE CARD

Customer swipes card.

Note: Cancellation can only occur on the POS. The merchant can not go back a step in the transaction flow.

SELECT ACCOUNT

TYPE

CHQ SAV CR

Customer selects the account type from the options available on the terminal.

Note: Cancellation can only occur on the POS. The merchant can not go back a step in the transaction flow.

<FUNC> $0.00

KEY PIN OR OK

****

Customer is either prompted to press the [ENTER] key only or enter a PIN on the terminal.

Note: Cancellation can only occur on the POS. The merchant can not go back a step in the transaction flow.

PROCESSING

PLEASE WAIT

The request message is sent to the host, the host replies with a response message. The POS produces a purchase transaction record.

Note: A customer receipt is only produced, (except for a signature receipt) the merchant receipt is placed within a journal on the POS.

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Purchase Results

Approved response with no signature required

An approved response is displayed on receipt of a „00‟ response code.

Terminal Display

Screen Display

Action

TRANSACTION

PRINTING,PLEASE WAIT

The transaction has been approved, a receipt is printed and the dialogue box shown.

The dialogue box automatically closes after 5 seconds, or alternatively if the [OK] button is pressed it shall close immediately.

READY

HH:MM DD/MM/YY

The terminal returns to the idle state.

Signature Required

A signature prompt is given on receipt of an „08‟ response code or the Authority Byte within the CPAT instructs the terminal that a signature is required.

Terminal Display

Screen Display

Action

CHECK SIGNATURE

SIGNATURE

VERIFIED?

The operator checks the

customer‟s signature and selects

[YES] on the POS to verify the signature matches.

TRAN DECLINED

SIGNATURE ERROR

PRINTING,PLEASE WAIT

If the signature does not match, the operator selects [NO] on the POS.

The terminal produces a declined receipt, and displays this dialogue box before reversing the transaction.

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TRANSACTION

APPROVED

PRINTING,PLEASE WAIT

The transaction has been approved, a receipt is printed and the dialogue box shown.

The dialogue box automatically closes after 5 seconds, or alternatively if the [OK] button is pressed it shall close immediately.

READY

HH:MM DD/MM/YY

The terminal returns to the idle state.

Declined Response

Are displayed for any other response than „00‟ or „08‟.

Terminal Display

Screen Display

Action

PRINTING,PLEASE WAIT

[OK]

The transaction has been declined. For the full listing of error

messages see section „Response Codes‟. A receipt is printed and the

dialogue box shown.

The dialogue box automatically closes after 5 seconds, or alternatively if the [OK] button is pressed it shall close immediately.

READY

HH:MM DD/MM/YY

The terminal returns to the idle state.

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China Union Pay (CUP) refunds

Refunds using CUP cards are slightly different to other cards

The receipt from the original purchase is required to perform a refund on a China union pay card, the required details are highlighted in red on the example below. These are the transaction date (day and month), RRN (retrieval reference number) and authorisation ID (AUTH ID).

Terminal Display

Screen Display

Action

READY

HH:MM DD/MM/YY

On the POS interface:

 Select the [Transaction]

tab.

 Select the Txn Type as

Refund.

 Enter the Refund amount

into the Amt Purchase field.

 Select the [Transaction]

button.

REFUND

SWIPE CARD

Customer swipes card.

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REFUND

SELECT ACCOUNT

TYPE

CHQ SAV CR

Customer selects the account type from the options available on the terminal.

The options presented to the customer are determined by the CPAT as described in section

6.7.17 Select Account of the NAB EFTPOS Device Specification.

REFUND

ENTER AUTH #

The operator must now enter the AUTH ID from the original purchase receipt.

See the example receipt at the start of this section for the location of this data

REFUND

ENTER RRN

The operator must now enter the RRN from the original purchase receipt.

See the example receipt at the start of this section for the location of this data

REFUND

AUTH DATE

The operator must now enter the day and month of the original purchase transaction, this can also be retrieved from the original receipt

Note. The day and month must both be 2 digits so enter them exactly as they appear on the receipt including any leading zero. E.g. if the original transaction was on the 6th of January enter 0601

PROCESSING

PLEASE WAIT

The terminal will verify that the original transaction was performed.

REFUND $10.00

KEY PIN

****

Customer is prompted to enter a pin on the terminal.

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CHECK SIGNATURE

SIGNATURE

VERIFIED?

Check that the customer's signature matches the one on the card. For CUP cards this must be done even though PIN was entered.

TRANSACTION

APPROVED

PRINTING PLEASE WAIT

The refund is approved

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Trouble Shooting

Installation Problems

PINpad offline

The most common reason for this error message is that the PINpad is not connected to the PC correctly.

 Check the power to the PINpad. The PINpad should be showing something on its display screen.  Check the PINpad is connected to the COM port on the PC  Check that the PC-EFTPOS Client Settings is configured to use the correct COM port, usually

COM1.

No Response from bank to logon

 Check the terminal and merchant ID from the logon receipt  Have the bank verify that the terminal ID being used is setup on the bank system  If the TID is correct at the bank, check the EFTSRV settings to ensure the message is being sent to

the correct bank.

No More Paper

If you get this error message on the screen of your PINPad The PINpad must have a paper roll inserted to operate. Please insert a paper roll to correct this problem

Pinpad online, but getting ADVICE message during logon or transaction

The pinpad may have a stuck message, which the bank is unable to process. To clear this stuck message out:

 Open up the pceftpos client (either by double clicking on the icon in the taskbar, or pressing function

11114440 on the terminal)

 Press the “Ctrl Panel…” button.  Once in the Control Panel, press the “Diagnostics” button on the “EFTPOS (F2)” tab  This will present a series of options on the POS  Press NO until you reach the one that says PRINT/CLR SAF QUEUE.

 Answer YES to this question  This option will delete any reversals or advices and print out a receipt of all the transactions that

were deleted.

 The transactions printed on this receipt need to be reported to the NAB helpdesk otherwise there will

be some missing or extra transactions in the account.

Client Offline

This error means that one of the following has occurred:

 The most common cause of this error on a correctly installed machine is that there are more than one

application running that uses our EFTPOS system. Examples are the POS system and our test POS system. There can only be one POS running. Shutdown any other applications that may also use EFTPOS.

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 The EFT client is not running (or installed). Check if the client icon (little cents sign) is on the task

bar near the clock. (Warning…. Not all POS system shows the task bar). Start client by rebooting

POS.

Cannot process a Manual Card transaction

If the PINPad won‟t accept a manual card transaction, check to see if CCV option is enabled. To check this, go in to the PC-EFTPOS client, click on the Ctrl Panel button and then click on the

Diagnostics button. Select NO when asked “Print Merchant List”, Select YES when ask “Print

Configuration”. Select NO to the remainin questions. Check the print out for CCV Processing – it should be

set to 1 to allow MOTO transactions. If it is set to 0, you will need to contact the NAB help desk

Certain cards won’t process

If the EFTPOS system only fails on Refunds, American Express or Diners cards or Cash Out the bank may have disabled them. Check with the bank to see if they are enabled on your terminal settings.

Hardware Problems

Hardware error troubleshooting

 Try to access one of the supported functions by pressing the function key  If the PINpad goes into maintenance functions the PINpad hardware is working  If the PINpad will not respond, it is probably broken  Check power & cables  If possible try another PINpad on this power point  If there is still no activity on the PINpad screen the PINpad is probably broken

PINpad issues that may require a replacement

 With the NAB Sagem devices, once you log a terminal on, you can’t change TID’s

(if you swap lanes) without a terminal swap.

 Card reader fails card reading on call cards  PINpad has been dropped and the display is smashed  Missing keys on keyboard  Non-responsive keys on keyboard. Re-power on PINpad and try keys again before replacing  If the PINpad display contains the text APPLI NOT OK, then the PINpad has lost its software.

Return the PINpad for repair

 If the terminal response code 63 or 96 after an RSA logon, the PINpad has lost its keys. Return the

PINpad for repair.

Communication Problems

The most common reason for a P66 modem line to fail is that it is not communicating to the PC. All parameters can be altered manually but if any are wrong it‟s advised to re-run the installation wizard and answer the questions correctly.

 Ensure all cables are plugged in correctly  Check that the modem is getting power. The power indicator on the power pack is on. The modem

will click while connecting & disconnecting to the power supply

 Check that the modem is connected to a COM port on the PC  Ensure the correct COM port is configured in EFT server (Lines tab)  If you are using a PABX line (ie dial 0 for outside line) the number dialled will need to be prefixed

eg 0,1800032027

Common Dial-up Errors

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No Dial Tone ~ Check the phone is connected Line Busy ~ Check phone number and PABX No Answer ~ Check phone number and PABX No Carrier ~ Check modem settings to see if correct for this bank

Argent Line

An Argent line needs to be configured to run the AABP Protocol at 9600bps. Ensure that Telstra installs this type of line. Telstra will provide an Argent Terminal Adaptor (ATA) and an ISDN line.

Argent Terminal Adaptor Connection to the PC

The Argent TA must be connected to the PC

 Via a 25-pin (V.24 port on TA) to 9-pin (COM port on PC) standard RS-232 modem cable (available

from any PC or Electronics Store)

This connection will fail if….

 The cable is incorrect, you CANNOT use a null-modem cable (type 1), and you must use a standard

RS232 modem cable.

 The incorrect COM port is configured for the Argent line in EFT server (lines tab)

If the Argent ATA display is a steady dot, then the Argent ATA is configured for AABP and is ready to be connected to the PC running the EFTSRV software.

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CLNP Errors

If the EFTSRV can communicate with the ATA, then errors will be reported via CLNP error codes on the display receipt. (Refer to error codes on page 25)

The most common errors are:

X8 CNP 01 08 ~ this means that the Argent systems can‟t communicate with the bank. Check the POS ame

and the Host Address, and then call Telstra.

X8 CNP 01 01 ~ this means that the POSAME is wrong. Confirm it with Telstra.

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Who to Contact for Help

For a financial Transaction enquiry:

NAB Help Desk 1300 369 852

For hardware and software assistance:

Your POS vendor

Credit Card Authorisations Visa MasterCard 1800 999205 Amex & JCB 1300 363 614 Diners 1800 331 112

For assistance with Argent:

Telstra Argent Help Desk 1300 137 100 option 4

PC-EFTPOS

(02) 9998 9800 Monday to Friday 8:30am to 5:30pm

Email: support@pceftpos.com.au Web: www.pceftpos.com.au

The web site contains full installation diagrams and instructions.

PC-EFTPOS nab Reference Manual

Specifications and Main Features

Frequently Asked Questions

User Manual