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Cross Training Enterprise Accounts > Enterprise Accounts Final Review > Flashcards

Enterprise Accounts Final Review Flashcards

1
Q

Why might we need to fix a Communication Configuration?

A

If the communication type may be set incorrectly in WebTop.

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2
Q

What is the process for accessing the Access Manager/Admin Menu?

A

The Device must be in a lane closed state to perform this function. The software will send a command to the device to enter the Manager/admin menu. The device will then prompt for the admin password to be entered. This is the spectrum daily password.

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3
Q

What is the process for closing a Settlement/Batch for a SIP device?

A

In a manual Close batch setting the command must come from the software. The file should reflect a HeatSIP close. Auto close batch can be set up in Webtops under Portico close.

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4
Q

A merchant calls in advising their terminals time is not correct. How would we walk a site to update the Date/Time at terminal level?

A

To update the date/time, this must be accessed through the manager/admin menu. Remember the software must be in lane closed status, a prompt will be sent to the device and the daily spectrum password must be entered. In the parameter settings, select date/time. Prompting will follow to update and must be set in 24 hr time.

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5
Q

A merchant calls in stating their device is flashing Alert Interruption. What is happening and what might we do to resolve the issue?

A

Is a tamper message that will prompt on the terminal screen. The only resolution for this is to replace the device.

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6
Q

A Boddie Noel technician calls in suggesting the device is giving an EMV App Error?

  • Is this a physical connection issue or a Terminal issue?

How would you resolve this issue?

A

This is a physical connection issue.

This error message occurs when the device is not getting enough power to the device.

We can assist the site by advising them to check connections and make sure cords are secure and in outlet.

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7
Q

Linda, at a Carl’s Jr location calls in advising her terminal is receiving an -2 Authentication Error.

  • Is this a file issue or a physical Set up?
  • What process would we take to resolve the issue?
A
  1. This is a file issue
    1. This error message Indicates the file’s authentication information in the WebTops file needs to be verified. (Site ID, License ID, Username, Password and TID)
  2. If you need to revise any of the information, save the file and advise the technician/merchant to perform a partial download to pick up the change.
  3. If the Site ID, License ID, Username, Password and TID is correct, reach out to leadership.
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8
Q

A site calls in advising they are unable to perform any transactions, the device is prompting Waiting for Command.

  • What is Causing this error?
  • What needs to happen to resolve this issue?
A

This means the device doesn’t have a HeartSIP application downloaded.

  • A full download is needed.
  • Before downloading, the site will need to Check for SAF before proceeding.
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9
Q

A common issue with Lane Devices is that they do not Saving IP’s After Download.

  • What would we need to do with a site to resolve this issue?
A

This is a known issue with the LANE devices.

  • A full download is needed.
  • Before downloading, the site will need to Check for SAF before proceeding.
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10
Q

What is Error 304?

  • What troubleshooting can we do with the site at terminal level?
  • What physical set up can we have the site check?
A

Error 304 and 300 appears when there are comm issues.

Terminal level set up

  • Have the installer verify the IPs are still in the device.
  • Resave the Webtops file and walk thru a partial download.
  • Walk thru manually entering the IPs.

Physical set Up

  • Reseat the cable on the VBox
  • Take the POS to the Gray Screen (we can not give instructions; call Xenial)
  • Reboot the Ingenico Restart the POS services (we can not give instructions; call Xenial)
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11
Q

In webtops, what does the Version tell us?

A

The Current Version of the application

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12
Q

In webtops, what does the Application name tell us?

A

The name of the application

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13
Q

Why might we need to do a Serial Number Move?

A
  • Warranty Transfer
  • Change of Ownership
  • Site Closes and devices are given to partner store
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14
Q

Explain the steps of the authorization process.

A

The cardholder and merchant initiate a transaction through the merchant’s POS.

The data travels through the network to the acquirer.

The acquirer forwards the data to the card brand.

The card brand records the transaction and determines any applicable fees, then forwards the data to the issuing bank.

The issuing bank approves or declines the transaction.

The response is sent back through each key player and displays on the merchant’s POS.

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15
Q

Who are interchange fees paid to?

A

Issuing Bank

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16
Q

List three tasks that Enterprise Accounts team members support.

A
  • File Builds
  • Replacing Equipment
  • New Purchases
  • Troubleshooting Equipment and Connectivity
  • Batch Closes
  • Pushing Authorizations
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17
Q

What is a Semi-Integrated peripheral device?

A

A SIP is a PIN Pad that is used with a POS system. This PIN Pad connects to the Heartland processing network, so all card data that is run reaches the network through the PIN Pad, not the POS. No sensitive data comes in contact with the POS, enhancing security at the merchant’s location.

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18
Q

List three Enterprise Accounts clients.

A

Generic CKE, Capstone Restaurant Group, Braums, Great Clips, In-N-Out, El Pollo Loco, Galardi Group, Skyline Chili, Work World, Dallas Cowboys Football Clinic

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19
Q

List all supported PAX devices and the basic differences between them.

A

PX7 and S300 - PIN Pads used in SIP setups
A77 and A920 - Standalone devices that use an Android operating system

20
Q

List all HeartSIP devices

A

ISC250, IPP350, Lane3000, Lane5000

21
Q

List all EBT Terminals and the client that uses them.

A

Desk3500, Vx520 - El Pollo Loco

22
Q

What is the SLA expectation, in your role, when servicing a warranty replacement of a PAX S300 via email?

A

20 minutes per device (Enterprise Accounts File Build Quality and Schedule Expectations)

23
Q

List three ways you can search for an account in the Servicing Site.

A

MID, TID, Phone Number, Address, DBA Name, Owner Last Name, Tax ID, DDA, % Wild Card

24
Q

650000011227538

What is the DBA name, address, and phone number?

A

DBA Name: Wienerschnitzel 134, Address:935 S 1st St
SAN JOSE, CA 95110

Phone #: (408) 297-7020

25
Q

650000008905401 x:

What is the merchant’s annual volume and effective rate?

A

Annual Volume:$1,108,099.88

Effective Rate:2.13%

26
Q

Where in the Servicing Site can you see how much a merchant pays if they receive a chargeback or what their annual fee is (among other fees)?

A

Schedule of Fees

27
Q

Which pieces of information can be accepted for first level verification?

How many pieces of information do you need to verify the call?

A
  • Full MID,
  • DBA Name,
  • Complete Address (including zip code)
  • DBA Phone Number

You will need to verify 2 of the 4

28
Q

Which pieces of information can be accepted for second level verification?

How many pieces of information do you need?

A
  • Customer Account Password
  • Last four digits of the Tax ID
  • Last four digits of the Bank Account Number
  • Last four digits of the account holder’s SSN

1 of the 4

29
Q

Store 3457 EL POLLO LOCO:

This merchant [Mary] calls into is requesting to purchase a new device. What verification is required?

A

1st and 2nd level Security if applicable, if a merchant calls in unable to verify, we will not be able to proceed with purchase.

30
Q

Store 3856 :

El pollo loco corp emails the distribution about settling an open batch.

How can we assist the merchant?

A

Verify if the sites batch shows open/closed in Batch tab.

  • If open, the agent assisting can settle the batch in the gateway as long as no open batch is present.
  • Only Settle transactions in a batch per day.
  • Anything older than 7 days _needs approva_l to settle.
31
Q

MID 650000009738694-

What accessory or equipment was ordered for this location on 5/15?

A

Ingenico Breakaway Cable

32
Q

True or False:

SIP devices are also known as out-of-scope devices.

A

True.

33
Q

650000008747803:

The store manager calls in advising they received a authentication error on their PX7.

What course of action would you take to assist the merchant with this error?

A

Authentication Error - Portico Credentials in PAXStore file (Not WebTops) could have been entered incorrectly (License ID, Site ID, Device ID, Username and Password). Also, possible that software password was reset.

  • Verify credentials the Portico Gateway. You can also verify them using a WebTops file of an affected device by entering credentials showing in PAXStore file and clicking “Test Credentials” (Easiest Way)

*Note: If you log into the Gateway and it says the password is invalid, do not reset the password. The username may not be configured correctly and a new user with a P will need to be created and immediately reset the password to hpsXXXX$ format).

34
Q

Wienerschnitzel 27:

Site calls in needing assisting updating the time and date on the PAX S300 device.

  1. List the steps that you would provide to the merchant to make this change on the device.
A
35
Q

650000010971771:

The site calls in advising the A920 (TID 03257457) is showing the wrong IP Address in the device.

Where in PAXStore can we see what IP the device is showing?

A

After pulling up the device in PAXStore and locating reseller information, the SN or TID can be selected.

  • Under Operation history will provide information regarding IP’s the device is showing.
  • For android devices, we do not program file information with IP’s. This is done at terminal level.
  • We can assist the site adding wifi configurations to their device.
36
Q

TID 02588530 is getting Waiting For Command on their ISC250 device, based on the error message, how would you proceed in assisting the site?

A

This means the device doesn’t have a HeartSIP application downloaded.

  • A full download is needed.
  • Check for SAF before
37
Q

TID 02588530, Site calls in needing instructions on changing the HeartSIP functionality question POS link type to Ethernet.

What are the steps we would provide to assist the site?

A
  1. ECR (POS Link/Comm Link) Comm Type (Ethernet)
  2. Power up the terminal
  3. Press ENTER when screen displays POS LINK
  4. Click Edit
  5. Choose Ethernet
  6. Hit Next until you come across IP ADDRESS ASSIGNMENT
  7. Click EDIT and select either of the following:
    • 1 = DHCP
  • 2 = Static
    Net Terminal IP
    Net Subnet Mask
    Net Gateway IP
    Net DNS1
    Net DNS2
  • Press Save Setting, Device will Reboot
38
Q

TID- 03194442

Where in the webtops file can you Validate credentials?

A
  • Open Webtops file
  • under the authentication section you are able to validate credentials to determine if the password is valid or expired.
39
Q

When building a Desk3500 new purchase order for El Pollo Loco, what application is selected in APP Description on a file build in OMS?

A

App Description: TIFHE34

40
Q

Where on the wiki can you locate information to walk a site through changing a batch number on a desk 3500?

41
Q

What is the BroadPOS password for PAX devices?

A

916860

42
Q

What is the password for the Desk3500?

Where is this located?

A

Spectrum Daily Password - Header of the Enterprise Google Site

43
Q

True or False:

You can change the Baud Rate as a troubleshooting step for an IP or Wi-Fi connection.

A

False. The Baud Rate is the speed at which a phone line communicates with the terminal. This is a dial troubleshooting step.

44
Q

TID 03194442:

Where in HUDS Can you search the TID to pull up the terminal parameters for this device?

A

Terminal Setup

45
Q

What is the tracking number for

TID:03194442

A

1ZR4257A0103136125

46
Q

What reasons may prevent a device from being replaced under warranty?

A

Equipment received must be able to be repaired.

Equipment damaged as a result of customer abuse or acts of nature (i.e. electrical storm, flood, etc.) will be rejected.
Equipment model received from merchant must match serial number Heartland deployed that is under warranty.

47
Q

650000008768593 x: Where in portico do you search the MID and how is it formatted?

A
  • Under Administration
  • Select the Merchant ID dropdown.
  • The MID can be searched either by removing the firs 650 or the last 7 digits of the MID.

Cross Training Enterprise Accounts (1 decks)

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