ATM Key Management (A98) and ATM Monitoring System (AMS)

ATM Key Management (A98) and ATM Monitoring System (AMS)

Andrew OasenEFT Product Manager, Gateway Operations, FIS

July 26, 2011

2© 2011 PULSE | Confidential & Proprietary | Do Not Copy or Distribute

Agenda

• ATM Key Management (A98)– System Overview– Managing Comvelopes

• ATM Monitoring System (AMS)– Technology Overview– Dispatches (Email, Voice, etc.)– Managing Notifications– Voice Response Unit (VRU) Menu– Monthly Reports


ATM Key Management (A98)


System Overview

• The A98 (Comvelope) solution is a key management system that enables the establishment of a unique ATM key in a manner that is fully compliant with ANSI standards and network operating rules– Comvelopes are tamper-evident mailers containing key components

the ATM servicer uses to change the ATM’s key– No hardware or software changes are necessary to use

• Order Comvelopes from PULSE (can be used only once)

• PULSE will provide your servicer IDs (can be used repeatedly) to access the A98 VRU– Each ATM servicer entering a key component at an ATM needs a Servicer ID and

one randomly-chosen Comvelope.

• Details available in the A98 System User Guide on PULSE website– To obtain login credentials for the PULSE website, send an email to web_

[email protected], include the words “ID Request” in the subject line


Managing Comvelopes

• Order when stock is low– Two Comvelopes are necessary for every ATM key change– Keep extras in case of mistakes in the field– Orders typically filled within one to three business days and shipped

via USPS Ground mail

– Once received, store Comvelopes in a secure location


Managing Comvelopes (cont’d)

Outside of Comvelope



Inside of Comvelope



• To order, submit A98 Comvelope and Servicer ID Form to the following email:[email protected]

• A98 support phone number:866-787-1507



• Using Comvelopes– ATM servicers must identify themselves when calling into the VRU– Two separate calls required for each servicer– The Servicer ID confirms the servicer is authorized to perform key

management on your ATMs

Note: Enter Comvelopes into the A98 system in the same order they were put into the ATM.



– Two types of Servicer IDs:• Standard Servicer IDs (unique for one ATM servicer)

• Global Servicer IDs (ID for several ATM servicers)

– Servicer enters new ATM keys onsite, using own Comvelopes Note: Requires two services onsite

– Servicer calls into the VRU– Follow instructions provided on the A98 Quick Reference

Guide on the PULSE website• To obtain login credentials for the PULSE website, send an email to

[email protected], include the words “ID Request” in the subject line


ATM Monitoring System (AMS)


Technology Overview

• User-defined monitoring, notification and dispatching environment– Configure by single ATM/group of ATMs– Variable fault type/status codes– Custom scripts available– Optional – monitors for inactivity– Optional – handshake monitoring dial ATMs


Technology Overview (cont’d)

• Configurable setup – Contacts

• Primary, secondary, after-hours, escalations (business hours and/or after hours)

– Notification hours• Business hours and after-hours contact times

– Notification methods• Phone, pager, email



• Fault status– ATMs send fault statuses to the host terminal driving and switching

software– Software forwards log of fault conditions to the AMS system

• Industry-leading Gasper Vantage software– Processes of fault notifications– Schedules of outbound notifications, based on customer-supplied

contact information and business rules• Days, hours and method (email, voice, etc.) to dispatch• Holiday contacts• Number of attempts that should be made prior to escalation• Handling/dispatching specific fault conditions differently

– Enables queries on ATM status/open tickets – Acknowledges/set ETAs on dispatches 24x7x365



• ATM Service Information Form (SIF)– Initiates contact to you or

your service providers about ATM problems

• Days, hours, method

• Email: [email protected]



• Holiday Schedule Form– Identifies the holidays your

financial institution observes

• Email [email protected]


Dispatches

• Notifications to branches and service organizations about ATM fault conditions using various contact methods:– Answering machine/voice

mail– Voice/voice with extension– Email and EDI interfaces– Digital/tone/alphanumeric

text pagers


Managing Notifications

• VRU Basic Information– Available 24x7x365– AMS VRU Phone Number

• 866-787-0510

– Common reasons for a call• Check on the status of ATMs

• Acknowledge AMS dispatches or set ETAs

• Inquire on ATM hopper totals

• Inquire on last transaction date/time

• Issue a new download to an ATM

• Issue a remote DES key exchange (billable command)


Managing Notifications (cont’d)

• The call system– Touch-tone phone is required to access and interact with the system– After entering information, press the pound key (#)– When VRU prompts to enter a function, you have 30 seconds to

respond– The system will time out after 30 seconds (call will end)



• Ticket information– When updating information for a ticket, the VRU will state: “Please

wait" – If the update was successful, the VRU will state: “Update successful”– If the update fails, the VRU will state: “Update ignored"– A ticket number is assigned each time there is a problem contact– Record each ticket number

• Multiple problems may occur at a site; the ticket number identifies the particular problem

• The ticket number is required to enter resolution codes, acknowledgments, ETAs, etc.



• AMS VRU prompts you to enter your Contact ID and password; after validation:– AMS asks you to enter an

ATM ID – AMS tells you the status of

the ATM and provides the AMS VRU menu options

• Full details for each dispatch notification option are provided in the AMS User Guide on the PULSE website

To obtain login credentials for the PULSE website, send an email to [email protected], include the words “ID Request” in the subject line


VRU Menu

• The AMS VRU menu has several options, Including:– Initial dispatcher/VRU – Additional information – Update ticket– Selection– ATM commands– Current state reports– Miscellaneous options

• Detailed descriptions for each menu option are provided in the AMS User Guide


Monthly Reports

• Three monthly ATM reports available:– EVTH (Event History Report) –

lists all ATMs and faults or failures generated by each during report period

– STCD (Status Code Frequency Report) – lists all ATMs and failures they generated during the report period

– TPER (Terminal Performance Report) – lists all ATM performances (best to worst), based on service time


Contact Us

• A98 VRU phone number: 866-787-1507• A98 email: [email protected]• AMS VRU phone number: 866-787-0510• AMS email: [email protected]• Documents and forms: www.pulsenetwork.com/terminaldriving

– Site will be active August 1, 2011

• PULSE Terminal Driving Phone Number: 1-877-482-2020• PULSE Terminal Driving E-Mail: [email protected]


Thank You.pulsenetwork.com

ATM Key Management (A98) and ATM Monitoring System (AMS)

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