Streamline Terminal Best Practice Guide

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					Streamline Terminal
Best Practice
                                   Streamline Terminal Best Practice Guide
As part of our continued commitment to providing the best possible service, we regularly monitor your Streamline
terminal queries. From an analysis of these we have identified some common terminal issues and, in response, we
have produced a Streamline Terminal Best Practice Guide. This guide can be held at the Point of Sale as a permanent
handy guide for future reference. To download further copies please visit
                                      HOW TO GET THE MOST OUT OF YOUR STREAMLINE TERMINAL
                              The following activities are recommended to ensure that your terminal is functioning to its full capacity.

 GOOD PRACTICE TIPS                                   REASON

 Do ensure that the terminal has power and is         It is important for your terminal to have constant power as it is programmed to dial into the central Terminal
 connected to the telephone line 24 hours a day       Management System once every 28 days to pick up any software changes or enhancements required.
                                                      Please Note: you will see this number on your phone bill as an 0870 number

 It is recommended that you use a dedicated           A dedicated phone line will reduce the occurrence of authorisation problems. If the line is not dedicated and is
 phone line for your terminal                         shared by another device such as another terminal, fax or modem, then there is increased risk of the outgoing
                                                      line being unavailable, and subsequently an increased likelihood of authorisation problems or delays

 It is currently recommended that you connect         Your terminal has been designed to work via connection to a standard analogue phone line. If you have a digital
 your terminal to a standard analogue                 or ISDN phone line your telecommunication or line provider will be able to advise you of possible terminal
 telephone line                                       phone line compatibility options

 It is recommended that the terminal is plugged       When extension cables or two-way adaptors are used to connect your terminal to the phone line, the terminal
 directly into the phone line where possible          phone line may be more vulnerable to breakages which may subsequently increase the risk of communication
                                                      failures at the points of extension cable or two-way adaptor usage

 Do ensure that the phone line supports both          You require an incoming line if you are using a polled device, this enables us to dial in each night and collect
 incoming and outgoing calls, and options such        your transactions for processing. An outgoing line is required for authorisations and to ensure your terminal can
 as ‘call barring’ or ‘call minder’ are not used on   call into the Terminal Management System to pick up any software downloads. ‘Call barring’ or ‘call minder’ may
 the terminal phone line                              interrupt the availability of the line, and result in an increased risk of authorisation problems

 If you change the phone line, or the type of line,   Some phone systems need a prefix for lines (e.g. ‘9’ dialled to get outside line). If your line type has changed
 it may be necessary for a dial prefix to be          then you need to refer to your Terminal User Guide and look under the sections for ‘Dial Prefix’ or ‘Configure
 added to or deleted from the new phone line.         Modem’, depending on your terminal type. These instructions will guide you on how to add or remove a prefix.
                                               FAULT RESOLUTION GUIDE FOR YOUR TERMINAL
                  The following hints and tips are intended to help you diagnose and resolve some common problems you may encounter.

PROBLEM                                              CHECKS TO FOLLOW

Authorisation                                        Step
                                                     1) Is the terminal plugged into a telephone socket?
Depending on the terminal type you have, and
cause of the problem, messages may appear,           •  Ensure the terminal phone line is securely plugged in.
such as:                                             2) Is the terminal sharing a phone line with another device such as a fax, terminal or modem?

  • ‘Line Busy’                                      •  Ensure that the terminal line is not being used by another device, and retry the transaction.
                                                     3) Is the terminal’s phone cable damaged?
  • ‘Maximum Phone Attempts’                         • If the cable appears to be damaged, then report the fault to the Streamline Helpdesk on 08457 61 62 63 Option 2.
  • ‘Modem Error’                                    4) Is it possible that the terminal modem will need resetting?
                                                     • Whilst no specific error message will appear, you can try resetting the modem, following the checks made
                                                        at steps 1–3.
Or you may simply notice a higher than usual
number of voice referrals.                           • Power off the terminal at the socket for five seconds, and then switch back on and retry the transaction.
                                                     5) If a telephone extension cable or two-way adaptor is used, is it faulty?
                                                     • Try plugging the terminal directly into the telephone socket. If this works then the fault appears to be with your
                                                         extension cable or adaptor, and it should be replaced.
                                                     6) Is the telephone line busy or faulty?
                                                     •  Plug a normal telephone directly into the telephone socket and try to make an outgoing call, remembering to
                                                        press ‘9’ where applicable. If the line is dead, there is noise on the line, or the call is barred, then report this to
                                                        your telecommunication or line provider.
                                                     •  It should be noted that the terminal dials an 0800 number for authorisation, it may be beneficial to try an 0800 call.
                                                     7) Has the phone line, or line type, been changed recently?
                                                     • If a prefix is now required, or is no longer required, please refer to your Terminal User Guide under the
                                                         sections for ‘Dial Prefix’ or ‘Configure Modem’, depending on your terminal type.
                                                     If you are still experiencing authorisation problems after performing the above checks, then please report the
                                                     fault to the Streamline Helpdesk on 08457 61 62 63 Option 2.

BAD MAC                                              What to do?
The MAC is a type of password that your terminal     •Please contact the Streamline Helpdesk on 08457 61 62 63 Option 2, who will reset the MAC on your terminal
uses to gain authorisation. In some cases, the MAC    and on the Streamline processing system.
will get out of sync between the terminal and the    •If you are experiencing the same error regularly then this may indicate that there is a fault on the line. You should
Streamline processing system, resulting in a `BAD     also check steps 1-7 as above, for ‘Authorisation Problem’.
MAC` message on the display – this is often due to
a problem with the phone line.
Streamline is a service provided by National Westminster Bank Plc.
National Westminster Bank Plc, Registered in England No: 929027.
Registered Office: 135 Bishopsgate, London EC2M 3UR.
Authorised and regulated by the Financial Services Authority.

SMS8836 February 2006

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