Power Outage

Do the following:

1. Check if the ITM has power.
2. If the ITM has power then stop; you are done. 
3. If not, email the VBs at _ExpressChannel that the terminal has no power. 

Not Dispensing Cash

If you discover an ITM not dispensing cash but deposits and balance inquiries still work, and a VB is on the call, then do the following:

1. The VB ends the session. 
2. The VB directs the client to complete the transaction one at one the following places:  
   • The next-nearest ITM
   • The drive in
   • The lobby 

Not Dispensing Coins

If you discover an ITM not dispensing coin(s), but withdrawals without coin, deposits, and balance inquiries still work, then do the following:

1. With a pen or similar small slender object, dislodge the coin from the chute.
2. Email the VBs at _ExpressChannel that the ITM has a dispenser issue.
3. A VB opens a service ticket. 

Wrong Amount of Cash (Too Little)

Choose one of the following procedures depending on your situation.

With VB (Client)

1. The VB attempts to re-dispense the cash.
2. If that does not correct the amount, then the VB does one of the following:
   • Under $25 – The VB credits the account the missing amount
   • Over $25 – The VB completes an error resolution

With VB (Non-client)

1. The VB attempts to re-dispense the cash.
2. If that does not correct the amount, the VB directs the individual to the next-nearest ITM. 

Without VB (SATM Withdrawals)

1. For clients, have them complete an error resolution.
2. For non-clients, refer them to their financial institution (issuer of card) to file an error resolution.

Loss of Audio

Do the following: 

1. Hang the phone up all the way on the hook (lobby terminals).
2. Unplug the headphones from the headphone jack.
3. The VB does the following:
   1. The VB uses the chat feature to communicate with the client.  
   2. If the client does not want to use chat, the VB ends the current session and the client taps back in.
4. If none of these restore the audio, then the VB does the following:
   1. The VB ends the session and directs the client to complete the transaction one at one the following places:  
      • The next-nearest ITM 
      • The drive-in 
      • The lobby 
   2. The VB opens a ticket with NCR.

Loss of Video/Frozen Video

Do the following: 

1. Ensure that there are no network outages in the office. 
2. Email the VBs at _ExpressChannel that the ITM has a loss of video/frozen video.
3. The VBs determine if a reboot is required and then submit service tickets as needed. 

Receipt Jam

Do the following:

1. Depending on where the client is, do the following: 
   • Inside -- Offer a handwritten receipt to the client.
   • Outside -- The VB directs the client to reach out to office for a handwritten receipt, or to check his/her Online Banking. 
2. Dislodge the jammed paper using a pair of tweezers. 
3. If this does not work, then email the VBs at _ExpressChannel and they will submit a service ticket.

ID Scanner Not Working

Do the following: 

1. A VB attempts to verify the client using other methods. If the VB cannot scan the client’s ID, he/she uses the offline Teller Standards.
2. If the client needs more than the VB can provide, or is unable to positively ID him/herself, the VB directs the client to complete the transaction one at one the following places:  
   • The next-nearest ITM 
   • The lobby  

Deposit Not Showing in Client's Account

Choose one of the following procedures depending on your situation.

Transaction with VB

1. Ask the client if he/she has a copy of the receipt.
2. Obtain the following information:
   • 7-digit session number
   • Date of transaction
   • Time of transaction
   • Correct amounts
3. If the client does not have a copy of his/her receipt, obtain the following information about the transaction:
   • Name of the VB that helped
   • Date it occurred 
   • Approximate time it occurred 
4. Email _ExpressChannel with the information you have gathered. 
5. A VB researches the situation and makes any necessary corrections.

Cash Deposit as SATM

Cash shows almost instantly, however if it is not showing in Vertex or in the client's Online Banking, then do the following:

1. Pull up the client's debit card transaction history.
2. If the deposit transaction is showing, stop; you are done.
3. If the deposit is not showing, email _ATMSATMNotifications  with the following information:
   • Client name 
   • Account number 
   • Card number 
   • Amount of deposit 
   • Cash/check
   • Time the deposit was made 
   • Terminal ID
4. File an error resolution.

Check Deposit as SATM

Deposits made before 9 p.m. ET are credited as of that business day. These deposits do not show in Vertex or in the client's Online Banking until the following business day. If this is a different situation, then do the following:

1. Pull up the client's debit card transaction history.
2. If the deposit transaction is showing, then stop; you are done.
3. If the deposit is not showing, email _ATMSATMNotifications  with the following information:
   • Client name 
   • Account number 
   • Card number 
   • Amount of deposit 
   • Cash/check
   • Time the deposit was made 
   • Terminal ID
4. File an error resolution.