Customer Service User Guide

MAXIMIZING MOBILE TRANSACTIONS
Telepin Distribution Switch Portal

Customer Service User Guide
This document contains confidential information, which is the property of Telepin Software. No part of its
contents may be used, copied, disclosed or conveyed to any party in any manner whatsoever without prior
written permission from Telepin Software.
Telepin Distribution Switch Portal v5.0
Telepin Distribution Switch Portal Customer Service User Guide

Version 1.0
“Generic”
Copyright © 2012 Telepin Software Corporation. All Rights Reserved.

Table of Contents
Overview
Customer Service Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Other Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
How to Use the Portal

Log In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Use the Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Tree View (Default) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Accordion View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Select from the Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Use Search Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Change the Width of Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Sort Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Organize Columns Using the Column Menu . . . . . . . . . . . . . . . . . . . . . . . . . .10
Sort the Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Sort Multiple Columns Using Configure Sort . . . . . . . . . . . . . . . . . . . . .10
Clear a Column Sort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Choose Columns to Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Group How Items are Displayed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Change Column Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Freeze a Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Search in a Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Save Changes to a Search Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
View Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Use Tabs and Sections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Use Text Fields, Check Boxes, and Drop‐Down Menus . . . . . . . . . . . . . . . . . . . . . . .16
Allowed Characters in Text Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Exporting to Excel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
3
Create and Administer Accounts
Search for an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Add Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Add Account Users (Terminals) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Add Staff Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Perform On‐Going Administration for Existing Accounts . . . . . . . . . . . . . . . . . . . . . 24
View and Change Account Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
View and Change Account Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
View Account Balance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
View or Change Account Limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
View and Update Account User and Staff User Information . . . . . . . . . . . . 30
View and Add Account Memos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
View Your Own Account Balance and Information . . . . . . . . . . . . . . . . . . . . . . . . . 34
Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Perform Customer Care Account Tasks

User Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Search for Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Search for All Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Search for Specific Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
View and Change User Details and Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Reset a User Password or Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Remove a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Perform Customer Transactions

Perform Postpaid Bill Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Check a Postpaid Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Pay a Postpaid Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Make a Deposit to a Postpaid Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Transfer Credit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Put Cash in an Account (Cash In) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Take Cash Out of an Account (Cash Out) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Top Up an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Perform Bulk Loading

Perform Bulk Loading for Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
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Telepin Distribution Switch Portal Customer Service User Guide Version 1.0
Perform Bulk Loading for Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Request a Bulk Transaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
View Existing Bulk Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Approve or Stop a Bulk Transaction Request . . . . . . . . . . . . . . . . . . . . . . . . .62
Troubleshoot Bulk Transactions with Errors . . . . . . . . . . . . . . . . . . . . . . . . . .63
Perform 2‐Step Sales Order Transactions

Sales Order Request Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Sales Order Request Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Make a Sales Order Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Monitor Sales Order Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Search for Existing Sales Order Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Stop a Sales Order Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Approve a Sales Order Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70
Perform Rollbacks and Refunds

Perform Sales Order Refunds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Perform a Sales Order Refund With or Without Waiving a Penalty . . . . . . .74
Make a Refund Sales Order Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Perform Transfer Refund Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Perform a Transfer Refund That Does Not Require Approval . . . . . . . . . . . .76
Perform a Transfer Refund That Requires Approval . . . . . . . . . . . . . . . . . . .77
Add a Transfer Refund Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Check Details or Add a Note for an Existing Transfer Refund Request .78
Delete an Existing Transfer Refund Request . . . . . . . . . . . . . . . . . . . . . .79
Approve or Reject a Transfer Refund Request . . . . . . . . . . . . . . . . . . . . . . . .80
View and Change Status of Failed Rollbacks and Refunds . . . . . . . . . . . . . . . . . . . .81
Manage Transactions
Transaction Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
View Sales Order Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Search for Sales Order Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Search for a Specific Sales Order Transaction. . . . . . . . . . . . . . . . . . . . .85
Search for a Specific Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Search for All Sales Orders in a Date Range . . . . . . . . . . . . . . . . . . . . . .86
Narrow Your Sales Order Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
View Sales Order Transaction Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Manage Transfer Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
View Deposit and Credit Transfers Details . . . . . . . . . . . . . . . . . . . . . . . . . . .88
5
Search by Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Search by Group or Layer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
View Failed Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Search for All Failed Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Narrow Your Failed Transaction Search . . . . . . . . . . . . . . . . . . . . . . . . . 91
View Usage Transfer Refunds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Monitor Agent Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Perform Finance Manager Tasks

Perform Payment Activity Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
View and Edit Existing Payment Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Add a New Payment Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Delete a Payment Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Perform General Leger (GL) Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
View and Existing GL Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Add a GL Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Disable a GL Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
View a GL Code Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
6
Overview
This is a user guide for customer service tasks that are performed using the Telepin
Distribution Switch Portal.
The Telepin Distribution Switch Portal is designed to be flexible to meet the needs of a
variety of organizations. As a result, your organization may use only those features that
suit its needs.
Depending on your license and access privileges, you may not have all the functionality
that is described in this guide. Also, because Telepin is committed to on-going
development of new features, this guide may not include all features that are in the
product.
1
Customer Service Tasks
You can use the Telepin Distribution Switch Portal to perform the following customer
service tasks:
• Create and Administer Accounts on page 19.
• Perform Customer Care Account Tasks on page 35, including changing user details,
updating user product software, resetting passwords, and removing users.
• Perform Customer Transactions on page 43.
• Perform Bulk Loading on page 57.
• Perform 2-Step Sales Order Transactions on page 65.
• Perform Rollbacks and Refunds on page 73.
• Manage Transactions on page 83.
• Perform Finance Manager Tasks on page 95.
If you are new to the Telepin Distribution Switch Portal, see How to Use the Portal on
page 3.
Other Documentation
In addition to this book, the following guides are available:
• Telepin Distribution Switch Portal Reference Guide
• Telepin Distribution Switch Portal Hub Reference Guide
• Telepin Transaction Platform Operations Guide
2 Overview
How to Use the Portal
This chapter contains general information that you need to navigate the Telepin
Distribution Switch Portal:
• Log In and Out on page 3
• Use the Menu on page 5
• Use Search Pages on page 8
• Use Tabs and Sections on page 14
• Use Text Fields, Check Boxes, and Drop-Down Menus on page 16
• Allowed Characters in Text Fields on page 17
• Exporting to Excel on page 18
Log In and Out

To log in, follow these steps:
1 Open a window in your Internet browser and navigate to the Telepin Distribution
Switch Portal.
2 Enter your user name and password.
3 Enter your staff code, if applicable, and select a language.
4 Click Login.
The menu is displayed.
To log out, follow these steps:
1 Click Logout on the far right side of the top banner.
2 At the prompt Are you sure you want to logout?, click OK.
The login screen is displayed.
Your user name, account name, and role, and the last date you logged in appear in the top
banner in the following format:
Logged in As <user name>(<account name>) with Role : <access_role>)
Last Login Date: <date><time>
3
Menu Login information Logout
4 How to Use the Portal

Telepin Distribution Switch Portal Reference Guide Version 2.3
Use the Menu
The menu contains the top-level functionality of the system.
Depending on your license and access privileges, you may not see all the menu items.
Tree View (Default)

The default view of the menu is the tree view. To expand a menu item, click the plus sign
(+). You can expand as many menu items at one time as you like. Use the scroll bar to find
the menu items that you want.
Click to collapse
Click to expand
Click for tree view
How to Use the Portal 5

Accordion View
You can also choose accordion view for the menu. Click the Accordion tab at the bottom
of the menu. To expand a menu item, click the ^ and use the scroll bar to find the item
that you want. When you expand another menu items, the previous one collapses. You
view the available selections for only one menu item at a time.
Click to collapse
Click to expand
Click for accordion

view

Select from the Menu
To select from the menu, click the item you want.
You can have multiple menu items open at one time. In the example below, there is a tab
for each of the menu items that is open.
Accounts from Cash In from Users from
Account Manager Transactions Customer Care

Use Search Pages
Many sub-menu selections have a search page that lets you search for specific items. For
example, you can search for customer care users by user name.
Tip: On some pages, you can search for all items by leaving the search fields blank and
clicking Search. On other pages, you must select how you want to search, for example, by
account name, mobile phone number, or universal ID number.
Enter your search Click Search Search results are
criteria listed here

Change the Width of Columns
To change the width of a column, hover the cursor on the far right side of the column
until the widen column icon is displayed. Then drag until the column is the width that you
want.
Put your cursor here to widen a
column
Sort Columns
You can sort the order in which items appear in each column. The default order is
ascending (numerically from lowest to highest, alphabetically from a to z).
1 Click in the column heading.
The descending sort icon is displayed in the column heading.
Sort icon
2 Click the descending sort icon.

The order of the items listed in the column changes to descending order and the
ascending sort icon is displayed.
3 To reverse the order, click the ascending sort icon.
The order of the items listed in the column changes to ascending order.
Tip: You can also sort columns from the column menu (page 10).

Organize Columns Using the Column Menu
If you hover the cursor over a column heading, a drop-down menu icon is displayed. Click
the icon to display the menu that lets you organize the columns on the page.
Click here to display the column

menu
Sort the Column

Use the Sort Ascending and Sort Descending menu items to sort the items that appear in the
column. For information on column sorting, see Sort Columns on page 9.
Sort Multiple Columns Using Configure Sort

You can sort more than one column at a time using Configure Sort. For example, on the
Accounts search page, you might want to sort first by account name, then by status, and
then by owner.
1 Select Configure Sort from any column menu.

2 In the Column drop-down menu, select the column that you want to sort on first.
Then select Ascending or Descending from the Order drop-down menu.
3 To add a second column, click Add Level and then select the sort order for the second
column.
4 Continue until you have added all the columns that you want to sort.
Tip: To delete a level from the sort configuration, select it and then click Delete Level.
To copy a level, select it and then click Copy Level.
5 Click Apply.
6 The search list is sorted by the criteria that you specified. Note that the sort columns
are itemized by sort order on the search page.
Sort column 1 Sort column 3 Sort column 2
Clear a Column Sort

To clear a column sort, from the column heading drop-down menu, select Clear.
Choose Columns to Display

To choose the columns that appear on the page, select Columns from any column menu
on a page, then select the columns that you want to display.
The default is for all columns to appear, as indicated by a check mark beside each one. To
remove a column from the list, click it. The check mark disappears to indicate that the
column is not displayed.
Group How Items are Displayed

You can group how items are displayed. For example, you might want to view customer
care users by access role.
1 From the column menu, select the group menu item.

For example, from the column menu for the Access Role column, click Group By
Access Role.
2 To ungroup, click Ungroup from the column menu.
Change Column Order

You may want to change the order of columns.
1 Put your cursor in the heading of the column.
2 Drag-and-drop the column to the position where you want it.
Freeze a Column
If there are a large number of columns. you may need to scroll horizontally to view the
ones to the far right. Normally, as you scroll right, the columns to the left are no longer
visible. But a frozen column remains visible. You can freeze a column so that it stays
visible when you scroll horizontally.
For example, you may want to freeze columns such as Account ID and name so you know
the account to which columns on the far right apply.
You can freeze more than one column at a time. The first column that you freeze becomes
the first column, the second column that you freeze becomes the second column and so
on.
1 In the drop-down menu for the column that you want to freeze, select Freeze.
2 Scroll to the right to see additional columns and notice that the column that you froze
stays visible even when you scroll to columns that are on the far right.
3 Freeze additional columns as required.
4 To unfreeze a column, in the drop-down menu for the column, select Unfreeze.
Note: You can not drag-and-drop frozen columns to change column order (page 12).
Also, when you unfreeze a column, it does not revert to the previous column order. To
change the order, drag-and-drop the column.
Search in a Column
To search in a column, do one of these two things:
• Type the search item in the box above the column heading and click the funnel icon.
For example, for Account Name in Accounts, type part or all of a name.
• Select from the drop-down menu above the column heading.
.
Search boxes Search menu Funnel
Tip: To clear the search, delete the search items from the boxes and click the funnel icon
again.

Save Changes to a Search Page
If you make any changes to the appearance of a page (such as the columns that appear or
the order of the columns), you can save the changes.
Profile menu
1 From the Profile menu in the top banner, select Save. Your changes are saved even if
you log out.
2 To return to the default appearance, select Reset from the Profile menu.
View Details
To view details, click an item in the search list.
For example, in Accounts click an account to see details.

Use Tabs and Sections
On some pages, there are sections that can be expanded or collapsed, depending on what
you want to do. Within each section, there are tabs for different functions.
Click a section to expand it Current section
On other pages, you click tabs to perform different tasks.
Current tabs are highlighted Other available tabs

If there more tabs than fit on a page, click the arrows to view the other tabs. Or you can
select the tab that you want from the list of tabs.
Click arrows to see Click to select

more tabs from list of tabs

Use Text Fields, Check Boxes, and Drop‐Down
Menus
Use text fields, check boxes, and drop-down menus to enter information.
Mandatory fields are bold. Optional fields are not.
Click check boxes to select Click to display a
or de-select drop-down menu
Put your cursor in a text

box and type.
Some fields have a binocular button that indicates that you can search for what you want
to put in the field.
Click the binocular button

to search

Allowed Characters in Text Fields
The following characters are allowed in text field
Character Allowed
Alphanumeric For example:
characters
• A, B, C etc.
• a, b, c etc.
• 1, 2, 3 etc.
Unicode For example:
characters
‫ابت‬
Negative and For example:
positive signs
• - 123456
on numbers
• +123456 (this is the default without the plus sign)
Spaces
Dots .
Underscore _
Dash -
Only single dashes are allowed. Multiple dashes in the same string
are not allowed.
Email addresses [email protected]
Parameter @[0-9]_.[0-9]+f
format
For example, @19_.2f
Date format DD/MM/YYYY or MM/DD/YYYY

Exporting to Excel
In some menu items you can export to a Microsoft Excel file.
Click Export to export

to Microsoft Excel.

Create and Administer Accounts
New accounts for agents and for customers are created and updated through bulk loading.
For more information, see Perform Bulk Loading on page 57. You can view information
for existing accounts (page 24). Or, if you are an administrative user, you may use Accounts
to manage account users.
You can also check your own account balance and account information using My
Accounts. See View Your Own Account Balance and Information on page 34.
19
Search for an Account
You can search by account ID, account name, account MSISDN, distributor or dealer
code, or account alias.
In the menu, expand Account Manager and click Accounts. The search page is displayed.
Search results are listed here.
1 In Search by, select the criteria that you want to use to search.
The second field changes, depending on what you select. For example, if you select
Account MSISDN, enter the account MSISDN in the second field.
2 Narrow your search in one of these ways, if applicable.
• To search for accounts with a particular status, select from the Status drop-down
menu. (To search for accounts with all statuses, select All.)
• To search for accounts associated with a particular layer or group, select from
the Layer or Group drop-down menus.
3 From the Customer Type drop-down menu, select the type of customer you want to
search, either Agent or Subscriber.
4 Click Search.
The results are listed.
5 To view more details about an account, click it in the search list.
20 Create and Administer Accounts

Add Users
After you create an account, you add users (page 21) and staff users (page 22).
Users are added automatically for staff codes 000 and 001. 002 users and up are created
by individual dealers and distributors (via 001 users external web login). Operator users
are created by Sales Support business users.
Add Account Users (Terminals)

When you create an account, you must add at least one user. Users are also referred to as
terminals because you specify the type of terminal that is used for system access, for
example, a mobile phone or a point-of-sale terminal.
An account may have more than one user. For example, an account may have several
family members associated with it as users.
1 Search for the account (page 20) and click it in the search list.
2 Click the Terminals tab.
Terminals tab
Add Users tab
3 Click the Add User tab.

4 From the Choose menu, select one of these terminal types for the user.
• GPT = access through any type of terminal, for example, access through a USSD
terminal, STD terminal or a web terminal with the same password
• POS = access through a point of sale device such as a card swipe machine
• MOB = access through an application on a smart phone
• SMS = access through text messages
• USD = access through a live instant message session, for example, by dialing *98
to access a menu from any cell phone
• WEB = access through a web page
• STK = access through an application developed through an application tool kit
5 In the Mobile field, enter a phone number for the user.
Create and Administer Accounts 21

6 From the Role menu, select the role that is assigned to the user.
7 Complete the other fields as required. The fields change depending on the type of
terminal you select.
8 Click Add.
The Add Successful message is displayed.
9 Continue adding more users to the account, if applicable.
Add Staff Users

You may need to add staff users to an account. For example, if you are setting up an
account for a store, you may add one staff user with a certain role for the store manager
and another staff user with a different role for the store staff. When staff users log in, they
use a staff code such as 001 or 002 to identify themselves (see Log In and Out on page 3).
Staff users can only be added by users with the staff code 000.
2 Click the Terminals tab.
Terminals tab
Search tab
3 To list users, click the Search tab.

4 In the search list, click the user.
Staff tab
Add tab
5 Click the Staff tab and then click the Add tab.
6 In the Staff Code field, add the staff code for the staff user.
The default is 001.
7 Complete the First Name, Last Name, and NT Login fields, as required.
8 In the Notification Mobile field, enter the mobile phone notification number.
9 From the Access Role menu, select the role.
10 Complete the Email, ID Number, ID Type, Date of Birth fields, as required.
11 Click Add.
12 Continue adding staff users, as required.

Perform On‐Going Administration for Existing
Accounts
Depending on your system, as part of on-going account administration, you may need to
view or change account information.
You can change or view the following things:
• View and Change Account Information on page 25
• View Account Balance on page 28
• View or Change Account Limit on page 29
• View and Update Account User and Staff User Information on page 30
• View and Change Account Status on page 27
• View and Add Account Memos on page 33
Tip: If you have the user name, you may find it easier to update user information using
the Customer Care menu item. See Perform Customer Care Account Tasks on page 35.

View and Change Account Information
You may need to view or change account information for an existing account.
1 In the menu, expand Account Manager and click Accounts.
The Accounts page is displayed.
View tab Edit tab
3 To view the account information, click the View tab. Scroll down to see more account
information.

4 To change basic account information, such as account name and account group, click
the Edit tab.
5 Make the changes and click Update.

View and Change Account Status
When you create a new account, it has a status of active. You can change the status of an
account.
3 Click the Settings tab and then click the Edit tab.
Settings tab Edit tab
4 In the Account Status Settings section of the page, select the status from the Change to
menu.
5 In the Remarks field, enter any remarks about why the status is changed.
6 Click Update.

View Account Balance
You may need to check the balance for an account.
3 Click the Balance tab.
Balance tab
4 The balance for the main wallet is shown in the Main section beside Available.
If there are other wallets for the account, they may be listed as well. In the example
above, the balance for a Bonus wallet is shown.

View or Change Account Limit
You may need to view account limits. Or you may need to change a maximum account
limit for each day and each month. For example, you might change a daily sales limit from
$100 to $200. Or you might change the monthly sales limit from $3000 to $2000.
Accumulators are specific to your system. Consult your system administrator.
1 Find the account and click it in the search list.
2 Click the Limits tab.
Limits tab
Sales Limit tab Edit tab
3 Click the Sales Limit tab and then click the Edit tab.

View and Update Account User and Staff User Information
You may need to perform on-going administration of account and staff user information.
You can update user information, reset a user password, delete a user, and change the user
status.
Tip: You can also update account user information from the Customer Care menu item
(see Perform Customer Care Account Tasks on page 35).
For more information about user accounts, see Perform Customer Care Account Tasks
on page 35.
1 Expand the Account Manager menu and then click Accounts.
2 Search for the account (see page 20) and click the account in the search list.
3 Click Terminals tab.
Terminals tab
Search tab
4 On the Search tab, search for the user by user name. Narrow the search by selecting
a terminal type from the Access Type menu.
• To remove the user from the account, click the red X in the Remove column. To
reset the user password, click the blue icon in the Reset Password column.
• To update user information or change the status, click the user in the search list
and click the Modify User tab. Make the changes and click Update. (There are

separate Update buttons for the Modify User Data and Modify User Status
sections.)
Modify Users tab
5 To update staff user information, click the Staff tab.

Staff tab
6 To search, in the First Name field, enter the first name of the staff user. In the Code
field, enter the staff code of the staff user, for example, 001.
7 To delete the user, click the red X in the Remove column.
8 To reset the password, click the blue symbol in the Reset Password column.

9 To change user information or status, click the user in the search list. Click the Modify
tab. Make the changes and click Update. (Note that there are separate Update buttons
for the Modify User Data and Modify User Status sections.)

View and Add Account Memos
You can view existing memos about the account or add a new one.
1 Expand the Account Manager menu and then click Accounts.
2 Search for the account (see page 20) and click the account in the search list.
3 Click the Memos tab.
Memos tab
View tab Add tab
4 To view an existing memo, in the List of Memos section of the page, click the memo.
In the Read/Add section, click the View tab.
5 To add a new memo, in the Read/Add Memo section, click the Add tab.
• In the Memo Title field, enter a title for the memo.
• In the Memo Text field, enter the text of the memo.
• In the Date field, select the date to which the memo applies.
• Click Add. The memo is displayed in the List of Memos section of the page.

View Your Own Account Balance and Information
You can view your own account balance and information.
1 In the menu, expand Account Manager and click My Account.
2 To check your balance, click the Balance tab.
3 Your balance is shown beside Available.

4 To view other account information, click the other tabs as appropriate. For
information on the other tabs, refer to information about the tabs for the Accounts
menu item earlier in this chapter.
Alerts
You may receive alerts about low account balances or account group termination. Alerts
are listed on the Rules tab.

Perform Customer Care Account Tasks
You can perform the following customer care account tasks:

• View and Change User Details and Status on page 39.
• View and Change User Details and Status on page 39.
• Remove a User on page 42.
For information on creating accounts and adding users to accounts, see Create and
Administer Accounts on page 19.
Note: The instructions in this chapter are for Users, including all the users in the account
that you used to log in. To see only those users for your own account, use My Users.
instead.
35
User Status
The table below lists each user status, along with a description.
Status Description
Active Can log in and perform all activities and financial transactions
Non Active or Can not log in or perform any transactions or activities. Status can
Suspended be changed back to active, suspended, or terminated by a user with
appropriate privileges. Use for users who are temporarily non-active.
User is still listed in searches.
The one that you choose depends on your company procedures. For
example, you might use Suspended if the user is suspected of doing
something fraudulent and Non Active if the user has not used the
system for over a year.
Removed User is permanently removed and is not listed in searches.
Blocked User has exceeded the maximum number of log in attempts. Status
is changed automatically, not via the portal. Can not log in or
perform any transactions or activities. Status can be changed back to
active, suspended, or terminated by a user with appropriate
privileges.
36 Perform Customer Care Account Tasks

Search for Users
You can search for all users, for several users, or for one specific user.
In the menu, expand Customer Care and click Users. The search page is displayed.
Search for All Users

For a list of all your users, leave the User Name field blank and click Search.
Perform Customer Care Account Tasks 37

Search for Specific Users
To search for a specific user, follow these steps.
1 Select the Search By criteria
Select User Name to search by name. Select Dist/Dealer Code to search by universal ID.
2 Depending on what you select in step 1, enter either the user name or universal ID
and click Search.

View and Change User Details and Status
Some user details appear in the search list, such as the terminal type, access role, software
version, and status of the user and the account.
For information on user status, see User Status on page 36.
1 To view more information, click the user in the search list.
A page similar to this is displayed, with the User Details tab highlighted.
User Details tab
Modify User tab

2 To change the user information, click the Modify User tab.
3 When you are finished making changes, click Update.

4 Click Update.

Reset a User Password or Login
You can reset a user password or login. For example, a user may forget their password. Or
a user may enter an incorrect password too many times.
When you reset a user password, they are sent a temporary password by an SMS message
or email.
1 Search for the user (see page 37).
2 To reset the password, in the Reset Password column, click the blue reset password
button.
Blue reset password Orange reset login
button button
3 To reset the login, in the Reset Login column, click the orange reset login button.
4 When the prompt Are you sure that you want to reset the user’s password? is displayed,
click Ok.
To return to the search list without changing the password, click Cancel.
5 When Reseted Successfully is displayed, click OK.

Remove a User
You can remove a user from an account.
Note: This does not delete the account. It simply removes a user from the account.
1 Search for the user (see page 37).
2 In the Remove column, click the red X.
Red remove button
3 When the prompt Are you sure that you want to remove the user? is displayed, click Ok.
To return to the search list without changing the password, click Cancel.
4 When Delete Successful is displayed, click OK.

Perform Customer Transactions
You can perform the following customer transactions:

• Perform Postpaid Bill Transactions on page 44.
• Transfer Credit on page 49.
• Top Up an Account on page 54.
• Top Up an Account on page 54
.
43
Perform Postpaid Bill Transactions
You can perform the following post-paid bill transactions:
• Check a Postpaid Bill on page 44.
• Pay a Postpaid Bill on page 45.
• Make a Deposit to a Postpaid Account on page 47.
Check a Postpaid Bill

Use Check Postpaid Bill to check post-paid invoices.
Note: This is for web terminal users only.
1 In the menu, expand Transactions and click Check Postpaid Bill.
2 In the MSISDN/Account No. field, enter the mobile phone number of the account.
3 From the Brand ID menu, select the brand.
4 Click Execute.
5 On the next page, enter your password and click the next page button.
A page is displayed that shows the outstanding amount and the unbilled amount.
44 Perform Customer Transactions

Pay a Postpaid Bill
Use Bill Payment to pay a postpaid account bill.
Use one of these brands:
• PostpaidDeposit.Payment to make a deposit payment for a postpaid MSISDN or
account ID (updated hourly when the BSCS)
• PostpaidAdvanced.Payment to make an online payment for a postpaid MSISDN or
account ID
• PostpaidTerminated.Payment to settle a terminated account bill for an account ID
Note: This can be done from a web terminal or a USSD terminal.
1 In the menu, expand Transactions and click Bill Payment.
Next page button
2 In the MSISDN/Account No. field, enter the mobile phone number of the account.
4 In the amount field, enter the amount of the payment.
5 In the Reference field, enter a reference if applicable.
6 From the Payment Type menu, select Cash.
7 Click the next page button.
Perform Customer Transactions 45

The confirmation page is displayed.
Next page button
8 Review the information.

9 In the Remark field, enter a remark about the transaction if applicable.
10 In the Password field, enter your password.
The result page is displayed telling you that the transaction is successful.

Make a Deposit to a Postpaid Account
Use Deposit to make a guaranteed offline deposit to a prepaid account.
Use one of these brands:
• PostpaidDeposit.Payment to make a deposit payment for a postpaid MSISDN or
account ID (updated hourly when the BSCS)
• PostpaidAdvanced.Payment to make an online payment for a postpaid MSISDN or
account ID
• PostpaidTerminated.Payment to settle a terminated account bill for an account ID
Note: This can be done from a web terminal or a USSD terminal.
1 In the menu, expand Transactions and click Deposit.
The Deposit page is displayed.
Next page button
2 From the Source menu, select Self to deposit to your own account or Other to deposit
to someone else’s account.
3 If you selected Other in Step 2, in the Source Account field, enter the MSISDN for the
account from which the funds are withdrawn.
4 In the Target Account field, enter the MSISDN for the account to which the funds are
deposited.
6 From the Product menu, select the product.
7 In the Value field, enter the amount of the payment.
8 In the Notification Number field, enter the phone number that receives notification of
the deposit.

10 From the Payment Type menu, select the type of payment, if applicable. (The default
is Cash.)

Transfer Credit
Use Transfer to transfer credit. For example, distributors transfers credit from their wallets
to dealer wallets.
1 In the menu, expand Transactions and click Transfer.
Next page button
2 In the Target Account field, enter the account for the transfer.
3 From the Brand menu, select Credit Transfer.
4 From the Product menu, select the Flexible Denomination (default).
5 In the Value field, enter the amount of the transfer.
the top up.

Next page button


Put Cash in an Account (Cash In)
Use Cash In to put cash in an account.
1 In the menu, expand Transactions and click Cash In.
Next page button
2 From the Source menu, select Self or Other.

3 In the Source Account field, enter the account from which the cash is taken.
4 In the Target Account field, enter the account to which the cash is going.
5 From the Brand menu, select the brand:
6 In the Value field, enter the amount of the cash in.
the top up.
8 In the Reference field, enter the any reference information.
The confirmation page is displayed

Take Cash Out of an Account (Cash Out)
Use Cash Out to take cash out of an account.
1 In the menu, expand Transactions and click Cash Out.
Next page button
2 From the Source menu, select Other.

3 In the Source Account field, enter the account from which the cash is taken.
4 In the Target Account field, enter the account to which the cash is going.
5 From the Brand menu, select the brand.
For example, to perform a buy back from a dealer, select Buy Back From Dealer. To
apply a penalty, select Penalty.
6 In the Value field, enter the amount of the cash out.
the top up.
8 In the Reference field, enter any reference information.

Next page button


Top Up an Account
Use Top up to top up the balance of an account. For example, a customer might provide
reload a prepaid MSISDN account. You can use these brands:
• Prepaid Reload: (WEB/USSD/STK)
• Happy Reload: (WEB/USSD)
• Prepaid Internet Reload: (WEB/USSD/STK)
• Prepaid Store Reload: (WEB/USSD/STK)
• Super Reload Social (USSD)
• Super Reload IDD (USSD)
1 In the menu, expand Transactions and click Topup.
Next page button
2 From the Source menu, select Self to top up your own account or Other to top up
someone else’s account.
3 If you selected Other in Step 2, in the Source Account field, enter the MSISDN for
the account from which the top up funds are withdrawn.
4 In the Target Account field, enter the MSISDN to which the top up funds are
deposited.
5 Select the Brand and Product for the top up.
6 In the Value field, enter the amount of the top up.
For example, enter 100 for $100.
the top up.
8 In the Reference field, enter any reference information, as required.

9 Select the Payment Type of Cash (default).
Next page button


Perform Bulk Loading
Many transactions are performed using bulk transactions from the Bulk Loading Manager
menu item.
You can perform bulk loading for accounts and for transactions.
57
Perform Bulk Loading for Accounts
Many account functions, are performed using the Load Bulk Transactions menu item.
Specifically, you can perform these tasks by selecting the corresponding service:
• add accounts
• update accounts
• add GPT and web users
• update sell to account, layer, group data (add sell to relationships or drop sell to
relationships)
• cash out from a layer or group
To execute bulk loading, follow these steps.
1 In the menu, expand Bulk Loading Manager and click Bulk Loading
Browse
Upload button
2 Click Browse to find the appropriate bulk loading document. Then click the upload
button.
3 From the Select Service menu, select the service to which the file applies.
For example, BulkLoading.dropAccountSellToRelations or BulkLoading.updateUsersData.
4 Click Execute.
58 Perform Bulk Loading

Perform Bulk Loading for Transactions
You can:
• Request a Bulk Transaction on page 59
• View Existing Bulk Transactions on page 61
• Approve or Stop a Bulk Transaction Request on page 62
• Troubleshoot Bulk Transactions with Errors on page 63
Request a Bulk Transaction

To add a bulk transaction, follow these steps. Requests must be approved by a user with
the appropriate privileges. (Approve or Stop a Bulk Transaction Request on page 62).
You can select the following brands:
• Bulk LoadingManager
• Bulk Transactions (WEB only)
• Bulk Incentive
• Bulk Penalty
• Bulk Postpaid Payment
• Bulk Reload
• Bulk Happy Reload
Perform Bulk Loading 59

1 In the menu, expand Bulk Loading Manager and click Transactions Bulk, then click the
Add tab.
Browse
Upload button
2 Click Browse find the appropriate document and click Open. Then click the upload
button.
3 Complete the remaining fields and click Add.

View Existing Bulk Transactions
You can search for and view details about existing bulk transactions.
1 In the menu, expand Bulk Loading Manager and click Transactions Bulk.
2 On the Search tab, in the Requester Name field enter your user name.
3 From the Brand menu, select the brand you want or select All.
4 Select a date range and click Search.
The results are listed below and include details such as Batch ID, Upload Date, Total
Amount, Schedule Date and Status.

Approve or Stop a Bulk Transaction Request
After a bulk transaction request is added, if you have the correct privileges, you can
approve it or stop it.
Approve Stop
2 On the Search tab, in the Requester Name field enter your user name.
5 To approve a request, click the icon in the Approve column.
6 To stop a request, click the red X in the Stop column.

Troubleshoot Bulk Transactions with Errors
If a bulk transaction has a status such as Process‐Incomplete or Loaded‐Incomplete, you can
find out why.
2 On the Search tab, in the Requester Name field enter your username.
5 To troubleshoot a transaction, click the transaction in the list.
6 From the Status menu, select the status of transactions that you want to view and then
click Search.
7 Click the Details tab, then click the transaction you want.
An error message is displayed to explain why the transaction failed.

Perform 2‐Step Sales Order Transactions
Use Request Manager to make two-step sales order transactions. First, a sales order
request is created. Then the sales order request is approved. Typically, certain users make
sales requests and other users approve the requests.
65
You can perform the following sales request tasks, depending on your privileges:
• Make a Sales Order Request on page 67
• Monitor Sales Order Requests on page 68
• Approve a Sales Order Request on page 70
For example, you may use this process for the following things:
• to apply a penalty to dealer or distributor accounts
• to transfer cash from a dealer to a distributor (buy-back for dealer)
• to transfer cash from distributor to the operator (buy-back for distributor)
Sales Order Request Status

A sales order request has one of the following statuses.
Status Description
Requested The sales request has been made and is awaiting approval.
Approved The sales request has been approved. It can not be changed.
Rejected The sales request has been rejected. It can not be changed.
Stopped The sales request has been stopped by the user that made it or
approved it.
In progress The system is in the process of executing a batch sales request.
Sales Order Request Types

There are two types of sales order requests:
• Post for requests that are successful and have been either approved or successful.
• Reverse for requests that have been refunded. For information about refunding sales
orders, see Perform Rollbacks and Refunds on page 73.
66 Perform 2‐Step Sales Order Transactions

Make a Sales Order Request
To make a sales order request, follow these steps. After you complete a sales order request,
it must be approved (see Approve a Sales Order Request on page 70).
1 In the menu, expand Request Manager and click Make Sales Request.
Next page button
2 From the Brand menu, select the brand for the sales order request.
3 In the Amount field, enter the amount of the sales order request.
4 Enter the Account MSISDN and Destination MSISDN.
5 In the Destination Notification field, enter the phone number that receives notification
about the sales order request, if applicable.
6 In the Maker Remarks, enter any notes that are relevant to the transaction.
7 In the Maker Reference field, enter any relevant information for the approver, if
applicable.
8 Click the next page button
9 On the Transaction Confirmation page, review the information, enter your password
and click the next page button.
The Transaction Successfully added message is displayed.
You get a Transaction Successfully added message.
Perform 2‐Step Sales Order Transactions 67

Monitor Sales Order Requests
You can search for sales order requests to monitor their status. You can also stop a sales
order request before it is approved.
Search for Existing Sales Order Requests

You can search for existing sales order requests by brand group, status, type, source and
destination account, and date range.
Some details about the sales order request are listed on the search page including:
• transfer request ID, brand, date of request, status, original amount, debit, credit,
• the date of the request and the date the request was checked and approved
• the source and destination
• the SO number for approved sales order requests, batch number and original SO
number (the refunded sales order number)
• the account name of the source S.(Int) and the destination D.(Int).
Note: The search results include sales order requests for which you are the maker or
checker. If you have the privilege SalesRequestProxyList, search results include all sales
order requests.
1 In the menu, expand Request Manager and click Sales Request Monitor.
The search page is displayed.
Search results are listed here.
2 From the Brand Group, Status, and Type menus, select the criteria that you want to use
to search.
3 In the Source field, enter the account ID of the source for the sales order request.

4 In the Destination field, enter the account ID of the destination for the sales order
request.
5 Click Search.
The results are listed.
6 To view more details about an account, click it in the search list.
Stop a Sales Order Request

To stop a sales order request before it is approved.
1 Use the search fields to find the sales order request that you want to stop.
2 Click the red X in the Stop column.
Click here to stop a
sales request.

Approve a Sales Order Request
After a sales order request or refund sales order request is made, it must be approved by
someone with the appropriate privileges.
You can search for pending sales order requests by brand group, status, type, source and
destination account, and date range.
Some details about the sales order request are listed on the search page including:
• transfer request ID, brand, date of request, status, original amount, debit, credit,
• the date of the request and the date the request was checked and approved
• the source and destination
• the account name of the source S.(Int) and the destination D.(Int).
• the SO number for approved sales order requests, batch number and original SO
number (the refunded sales order number)
1 In the menu, expand Request Manager and click Sales Request Approval.
2 The search page is displayed.
Approve icon
3 To approve the sales order request, click the approve icon in the Approve column.

The Approval Wizard page is displayed.
Next page button

5 In the Approval Remarks field, enter any remarks that are applicable.
6 In the Approval Reference field, enter a phone number that is notified about the
approval, if applicable.

8 From the Action menu, select Reject or Approve. and click the next page button.
9 Enter your password and click the next page button.

A confirmation message is displayed.

Perform Rollbacks and Refunds
Use Rollback Manager for rollback sales orders and refund transactions. For example, an
operator may want to rollback sales orders from a distributor or refund a particular
transfer.
You can perform the following tasks:

• Perform Sales Order Refunds on page 74
• Perform Transfer Refund Tasks on page 76
• View and Change Status of Failed Rollbacks and Refunds on page 81
73
Perform Sales Order Refunds
You can perform the following sales order refund tasks:
• Perform a Sales Order Refund With or Without Waiving a Penalty on page 74
• Make a Refund Sales Order Request on page 74
Perform a Sales Order Refund With or Without Waiving a Penalty

You can perform a rollback for sales order transactions.
Before you start, get the information you need to make a sales rollback, see View Sales
Order Transactions on page 85. The reference number is listed on the search page and the
confirmation number is listed on the Sales Order Details tab when you click a sales order
in the search list.
For example, if you refund a postpaid transaction that was made in error, you may charge
a penalty to the dealer or distributor.or the business team may decide to waive the penalty.
1 In the menu, expand Transactions and click Sales Refund.
Next page button
2 In the Trx# field, enter the transaction number.

3 If you want to waive the penalty, click the Waive Penalty check box.
4 From the Refund Reason menu, select the refund reason.
5 Click the next page button
You get a Refund Successful message.
74 Perform Rollbacks and Refunds

Make a Refund Sales Order Request
To make a refund sales order request, follow these steps. Before you start, make sure you
have the sales order request number. To search for a sales order request, see Search for
Existing Sales Order Requests on page 68.
After you complete a refund sales order request, it must be approved (see Approve or
Reject a Transfer Refund Request on page 80).
1 In the menu, expand Request Manager and click Refund Sales Request.
Next page button
2 In the Sales Order Number field, enter the original sales order number.
You can find the sales order number in Manage Transactions on page 83 by searching
for posted transactions.
3 If you know the amount, enter it in the Amount field.
4 In the Destination Phone field, enter the phone number that receives notification
about the sales order request, if applicable.
5 In the Maker Remarks, enter any notes that are relevant to the transaction.
6 In the Maker Reference field, add any applicable comments for the approver.
Perform Rollbacks and Refunds 75

Perform Transfer Refund Tasks
You can refund transfer transactions (Transfer Credit on page 49) in one of two ways:
• Perform a Transfer Refund That Does Not Require Approval on page 76.
• Perform a Transfer Refund That Requires Approval on page 77.
• To approve a transfer refund, see Approve or Reject a Transfer Refund Request on
page 80.
Typically, certain users make transfer refund requests and other users approve the
requests, depending on privileges.
Perform a Transfer Refund That Does Not Require Approval

Use Transfer Refund to perform a transfer refund that does not need approval.
Before you start, you need the Transfer ID. See Manage Transfer Transactions on page 88.
1 In the menu, expand Rollback Manager and click Transfer Refund.
2 Enter the Transaction ID (Transfer ID) and amount.

3 Click Request Refund.
In the Confirm Refund section of the page, review the information.
4 If necessary, change the amount of the refund and click Do refund.

The Transaction Successful message is displayed.

5 To make another transfer, click the Refund Transfer section of the page.
Perform a Transfer Refund That Requires Approval

You can perform the following tasks for refunds that require approval:
• Add a Transfer Refund Request on page 77.
• Check Details or Add a Note for an Existing Transfer Refund Request on page 78.
• Delete an Existing Transfer Refund Request on page 79.
Add a Transfer Refund Request

Use Transfer Refund to perform a transfer refund that requires approval. Typically, you
create the refund request and someone with the appropriate privileges approves it.
Before you start, you need the Transfer ID. See Manage Transfer Transactions on page 88.
1 In the menu, expand Rollback Manager and click Request Transfer Refund.
Add Request tab
2 Click the Add Request tab.
3 Enter the Transaction ID (Transfer ID) and Refund Amount.

4 Click Add.

Check Details or Add a Note for an Existing Transfer Refund Request
You may want to check the details of a request after you add it. You may want to check to
see if it has been approved or add a note about the request.
The Request Transfer Refund page is displayed.
Search
2 Click Search.
A list of transfer refund requests is displayed.
3 To view details or to add a note, click the request in the search list.
The Request Details page is displayed.
• To add a note, click the Note tab. In the Note field, type your note and click Add
Note.
• If the request is declined, click the Declined Note tab to see the reason.
• If the request is approved, it is listed on the transfer search page (see.Manage
Transactions on page 83.

Delete an Existing Transfer Refund Request
You may want to delete a request.
Search
2 Click Search.
A list of transfer refund requests is displayed.
Delete
3 In the Delete column, click the red X.

4 At the prompt Are you sure that you want to delete the Request Transfer Refund, click
Ok.
The Delete Successful message is displayed and the request is removed from the
search list.

Approve or Reject a Transfer Refund Request
Typically, after a transfer refund request is added, a user with the appropriate privileges
approves it.
1 In the menu, expand Rollback Manager and click Approve Transfer Refund.
Search
2 To search for requests that are pending approval, click Search.

The pending requests are listed.
3 Click the request in the search list.
4 To reject the request, click the Reject Request tab. In the Reject Note field, enter the
reason for the rejection. This reason shows up when the requester views the request.
5 To accept the request, click the Approve Request tab and then click Approve.
The Update Successful message is displayed.
6 Click OK.

View and Change Status of Failed Rollbacks and
Refunds
If a rollback or refund transaction does not complete successfully, it may have a status of:
• HOLD for a credit check, sales order creation, or destination confirmation
• DOUBT because of a destination system timeout
You must manually change the status of the transaction.

1 In the menu, expand Rollback Manager and click Transaction Status.
2 To search for a refund transaction:

• In the Account field, enter the account ID.
• From the Status menu, select HOLD or DOUBT.
• Enter the Destination MSISDN.
• Specify a date range.
• Click Search.
3 To view details, click the transaction in the search list.

4 To change the status of a transaction, click the Edit tab.
5 From the Status menu, select the new status.

• POSTED = successful transaction
• DECLINED or REFUND DECLINED = transaction declined, funds returned to
originating account
6 In the Change Reason field, enter the reason for the status change.
7 Click Update.
The Update Successful message is displayed.

Manage Transactions
You can perform the following transaction management tasks:

• View Sales Order Transactions on page 85
• Manage Transfer Transactions on page 88
• Monitor Agent Activities on page 93
83
Transaction Status
The table below lists each transaction status, along with the sub-status and a description.
Sub-status is useful for troubleshooting transactions. For example, you might want to find
out why a transaction is on hold.
Status Description
HOLD On hold for source debit check or destination credit check.
SUCCESS Posted.
DECLINED Declined
DOUBT Doubt
84 Manage Transactions
View Sales Order Transactions
You can view sales order transactions by performing the following tasks:
• Search for Sales Order Transactions on page 85
• View Sales Order Transaction Details on page 86
Search for Sales Order Transactions

You can search sales transactions in the following ways:
• Search for a Specific Sales Order Transaction on page 85
• Search for a Specific Sales Order on page 85
• Search for All Sales Orders in a Date Range on page 86
• Narrow Your Sales Order Search on page 86
Search for a Specific Sales Order Transaction

You can search for specific sales order (SO) numbers or for all sales orders in a date range.
You can narrow your search further by using search criteria selections.
In the menu, expand Transactions Manager and click Sales Transactions.
The search page is displayed.
Search for a Specific Sales Order

You can search for a specific sales order if you know the number and the date.
Enter the number in the SO # field, select a date range, and click Search.
For example, to search for sales order 1041 with a transaction date of July 16, 2012, enter
1014 in the SO # field. Then select a From date of 16/07/12 and a To date of 17/07/12.
Manage Transactions 85
Search for All Sales Orders in a Date Range
For a list of all sales orders, follow these steps.
1 Leave the SO # field blank.
2 Leave the Account Id, Account Name, or Account MSISDN (depending on the Search by
selection you have made) blank.
3 From the Brand Group, Brand, Products, and Status menus, select All.
4 Leave the Destination MSISDN field blank.
5 Specify a date range.
6 Click Search.
Narrow Your Sales Order Search

To narrow the results of your search, use the search fields.
1 Select the Search By criteria.
2 Narrow your search further by selecting any of these search criteria:

• brand group, brand, product
• sales order status and sub-status (see Transaction Status on page 84)
• destination MSISDN
4 Click Search.
View Sales Order Transaction Details

Some sales order transaction details appear in the search list, such as the account name
and MSISDN, brand, status, and amount (source and destination).
Note: For transactions where the destination account is within the Telepin system, a link
is displayed on the search page in the Ref column. Click the link to view details.
1 To view transaction information, click the sales order in the search list.
A page similar to this is displayed.
.
Scroll down to see more

information about the
source, destination,
payments, and claims.
2 To view details about the remittance payment transaction, such as confirmation and
sales person, click the Sales Order Details tab.
Sales Order Details tab
3 View the details.
Manage Transfer Transactions
You can manage sales order transactions by performing the following tasks:
• View Deposit and Credit Transfers Details on page 88
• View Failed Transfers on page 90
• View Failed Transfers on page 90
• View Usage Transfer Refunds on page 92
View Deposit and Credit Transfers Details

You can view deposit and credit transfer details.
1 In the menu, expand Transactions Manager and click Deposit Transfers or Credit
Transfers.
The search page is displayed. You can search for deposit or credit transfers by
account, group, or layer.
For credit transfers, it says Credit Transfer here.
Search by Account
To search for deposit or credit transfers by account:
1 In Search Query Type, select Account.
2 To search for a specific account, enter the account number in the Account field.
3 To search by MSISDN, enter it in the Account MSISDN field.
4 To narrow the search, select Account Type and Customer Type.
5 To specify a date range, select From and To dates.
6 Click Search.
7 Narrow your search further by selecting from any of these search criteria:
• brand group, brand, product
• sales order status (see Transaction Status on page 84)
• destination MSISDN
9 Click Search.
Tip: To search for all subscribers or agents with deposit or credit transfers, leave the
search fields blank. Select Both in Account Type. Select either Agent or Subscriber in
Customer Type.
Search by Group or Layer

To search for deposit or credit transfers by group, follow these steps.
1 In Search Query Type, select Group or Layer.
The group or layer search fields appear.
If you select Layer, it says

Layer here instead.
2 Select the Group or Layer, Account Type, and Customer Type, as applicable.
4 Click Search.
View Failed Transfers
You can view a list of failed deposit, credit, and mPayment transfers, along with a failure
reason.
In the menu, expand Transactions Manager and click Sales Transaction Tracking.
The search page is displayed. You can search by account ID and user name.
Search for All Failed Transactions

To search for all failed transactions:
1 Leave the Account ID and User Name fields blank.
3 Click Search.
A list similar to this is displayed.
The reason for the failure is in the Error

Message column.
The Quota column shows the amount of

the transaction.
Narrow Your Failed Transaction Search

To narrow the results of your search, use the search fields.
1 Enter information in the Account ID or Username fields or both
3 Click Search.
View Usage Transfer Refunds
Use Usage Transfer Refunds to monitor refunds.
In the menu, expand Transactions Manager and click Usage Transfer Refunds.
The search page is displayed. You can search for mPayement transfers by account ID,
universal ID, or MSISDN.
Some details are listed on the search page. To see more details, click the usage transfer
refund in the search list.
Note: You must enter an account number in the Account field to get search results.
Monitor Agent Activities
You can monitor agent activities. For example, you might want to view all the transactions
for all accounts for a particular agent. Or you might want to view all transactions for the
agent for a particular account or terminal type.
You can search for transactions that occurred in the past three days.
1 In the menu, expand Transactions Manager and click Agent Activities. The search page
is displayed.
2 Search for the account by Account ID, Account Name, or Account MSISDN.
3 To narrow the results of your search, use any or all of the search fields:
• Select Terminal Type.
• In the Terminal field, enter the terminal ID.
• In the Staff Code field, enter the three-digit staff code of the agent (for example,
001).
• Select Brand Group, Brand, and Products.
• Select the Status (see Transaction Status on page 84).
• In the Destination MSISDN, enter the destination MSISDN.
Note: The date range is limited to the past three days.
5 Click Search.
A list of agent activities for the past three days for your selection criteria appears.
Perform Finance Manager Tasks
You can perform the following finance manager tasks:

• Perform Payment Activity Tasks on page 96.
• Perform General Leger (GL) Tasks on page 99.
95
Perform Payment Activity Tasks
Payment activities are used to group GL codes in the GL code summary (see page 103).
Examples of payment activities are Service Tax, Margin Adjustment, and Bulk Reload.
You can perform the following payment activity tasks:
• View and Edit Existing Payment Activities on page 96
• Add a New Payment Activity on page 97
• Disable a GL Code on page 102
View and Edit Existing Payment Activities

You can view a list of existing. You can also edit existing payment activities.
1 In the menu, expand Finance Manager and click Payment Activities
2 On the Search tab, in the Name field, enter the name of the payment activity or leave
it blank to search for all payment activities.
3 Click Search.
4 In the list of payment activities, click the one that you want to edit.
96 Perform Finance Manager Tasks

The detail page is displayed.
5 Click the Edit tab.

6 Make changes as required and click Update.
Add a New Payment Activity

You can add a new payment activity.
2 Click the Add tab.

3 In the Name field, enter a name for the new payment activity.
4 In the optional Execute field, enter a description for the new payment activity.
5 Click Add.
Perform Finance Manager Tasks 97

Delete a Payment Activities
You can delete payment activities.
WARNING! Do not delete payment activities that are currently used for GL Codes (see
Perform General Leger (GL) Tasks on page 99).
2 On the Search tab, in the Name field, enter the name of the payment activity or leave
it blank to search for all payment activities.
3 In the Delete column, click the red X beside the payment activity that you want to
delete.
4 At the prompt Are you sure that you want to delete Payment Activity, click Ok.

Perform General Leger (GL) Tasks
You can perform the following GL tasks:
• View and Existing GL Codes on page 99
• Add a GL Code on page 101
• Disable a GL Code on page 102
• View a GL Code Summary on page 103
View and Existing GL Codes

1 In the menu, expand Finance Manager and click GL Code.
2 On the Search tab:

• In the Name field, enter the name of the payment activity or leave it blank to
search for all GL codes.
• Narrow your search by selecting criteria from the menus.
• To search for GL codes with all dates, click the Search By Date check box to
deselect it.
• To narrow the date range, click the Search By Date check box to select it and then,
from the Date Type menu, select the type of date you want to search for. Then
select a date range.
• Click Search.
3 To view more details or edit a GL code, click the code in the search list.
The detail page is displayed

.
4 To edit the GL code, click the Edit tab.

5 Make your changes and click Update.

Add a GL Code
2 Click the Add tab.
3 Enter the information for the new GL code and click Add.

Disable a GL Code
Disable button
2 On the Search tab:

• In the Name field, enter the name of the payment activity or leave it blank to
search for all GL codes.
• Narrow your search by selecting criteria from the menus.
• To search for GL codes with all dates, click the Search By Date check box to
deselect it.
• To narrow the date range, click the Search By Date check box to select it and then,
from the Date Type menu, select the type of date you want to search for. Then
select a date range.
• Click Search.
3 In the Disable column, click the disable button for the GL Code that you want to
disable.

View a GL Code Summary
You can view a summary of all transactions that have used a specific GL code on a daily
basis. When you search for a full GL code, the summary includes all GL records that have
that GL code, including different payment activities. When more than one GL code has
the same payment activity, the summary is cumulative.
For information on payment activities, see page 96.
1 In the menu, expand Finance Manager and click GLCode Summary.
2 To search for all transactions, leave the GL CODE field blank. To narrow your search,
enter the GL code.

411 Legget Drive
Ottawa, ON
K2K 3C9
Telephone: 613‐686‐5291
Facsimile: 613‐271‐0816

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MAXIMIZING MOBILE TRANSACTIONS

Telepin Distribution Switch Portal

Telepin Distribution Switch Portal v5.0

Telepin Distribution Switch Portal Customer Service User Guide

Copyright © 2012 Telepin Software Corporation. All Rights Reserved.

How to Use the Portal

Perform Customer Care Account Tasks

Perform Customer Transactions

Perform Bulk Loading

Perform 2‐Step Sales Order Transactions

Perform Rollbacks and Refunds

Perform Finance Manager Tasks

Log In and Out

4 How to Use the Portal

Tree View (Default)

Click for tree view

How to Use the Portal 5

Click for accordion

6 How to Use the Portal

How to Use the Portal 7

8 How to Use the Portal

2 Click the descending sort icon.

How to Use the Portal 9

Click here to display the column

Sort the Column

Sort Multiple Columns Using Configure Sort

10 How to Use the Portal

Sort column 1 Sort column 3 Sort column 2

Clear a Column Sort

Choose Columns to Display

Group How Items are Displayed

How to Use the Portal 11

Change Column Order

Search boxes Search menu Funnel

12 How to Use the Portal

How to Use the Portal 13

Click a section to expand it Current section

On other pages, you click tabs to perform different tasks.

Current tabs are highlighted Other available tabs

14 How to Use the Portal

Click arrows to see Click to select

How to Use the Portal 15

Put your cursor in a text

Click the binocular button

16 How to Use the Portal

How to Use the Portal 17

Click Export to export

18 How to Use the Portal

Search results are listed here.

20 Create and Administer Accounts

Add Account Users (Terminals)

Add Users tab

3 Click the Add User tab.

Create and Administer Accounts 21

Add Staff Users

3 To list users, click the Search tab.

22 Create and Administer Accounts

Create and Administer Accounts 23

24 Create and Administer Accounts

Create and Administer Accounts 25