1. In the Funds Transfer Entitlements screen > Allowed Funds Transfer section, click the + sign.
    
2. On the Add Allowed Transfer screen, use the drop-down arrow to choose the From Account.
   
3. In the To Account field, enter the full account number for which the client wants to be able to transfer funds to.
   • Note: The drop-down menu displays the client's accounts that they are already linked to. Be sure to key in the account number they want to be able to transfer to.
4. Use the To Account Type drop-down arrow to select the appropriate account type that funds are being transferred to.
   
5. Click Save.
6. A prompt displays “Funds Transfer Entitlement Successfully Added”, click OK.
7. Advise the client they can choose the cross-account transfer option to transfer funds to the “allowed” account.
    

1. In the Funds Transfer Entitlements screen, click the + sign in the Restricted Funds Transfer section.
   
2. On the Add Restricted Transfer screen, use the drop-down arrows to choose From Account and To Account that is linked to that client.
   • Note: The To Account Type automatically populates according to the selections chosen.
3. Click Save.
   
4. A prompt displays “Funds Transfer Entitlement Successfully Added”, click OK.

1. From the Customer Details screen, click the Access Restrictions tab.
2. Click Linked Accounts.
   
   • Note: Hover over the information icon for additional details about how changes in this section affect account access.
3. Click on the edit pencil icon to edit account restrictions as a whole.
   
4. Use the drop-down arrows to edit the fields to accordingly.
   • IVR Access - restricts all signers from accessing account through the iTalk.
   • Funds Transfers - restricts all signers from transferring funds out of the account.
   • Docs by E-mail - restricts all signers from requesting any e-mail documents from the account.
   • Locked - restricts access for all signers on the account.
     • Note: Field automatically displays a red Yes if a client has locked themselves out of the account
5. Once all settings are established, click Save.
   

Note: Customer Account Restrictions ONLY impact the individual client's access to an account.

1. From the Customer Details screen, click the Access Restrictions tab.
2. Click Customer Account Restrictions.
   
   • Note: Hover over the information icon for additional details about how changes in this section affect account access.
3. Click on the edit pencil icon to edit that specific client's account restrictions.
   
4. Use the drop-down arrows to edit the fields to accordingly.
   • Account Access - restricts this client from accessing account through the iTalk.
   • Account Funds Transfers - restricts this client from transferring funds out of the account.
   • Account Docs By E-mail - restricts this client from requesting any e-mail documents from the account.
5. Once all settings are established, click Save.
   

1. From the customer details screen, click the Access Restrictions tab.
2. Click Activity Restrictions.
   • Activity Restrictions are global restrictions that cannot be overridden and are set by Administrators ONLY.
3. If YES is displayed in the far right column, the account CANNOT be accessed through iTalk.
   • Click on the View Details button the view the reason.
     
      

Some accounts, like UTMA, and Representative Payee accounts cannot be accessed through iTalk. 
After verifying the client, we can help the individuals granted access to this account by means of the Signature Card on the account.  
 

To see why accounts are restricted in iTalk, go to that specific account.

1. Click Access Restrictions and scroll down to the bottom of the page.
2. Click Activity Restrictions.  
3. If you see YES in the far right column this means that this account cannot be accessed through iTalk.  
   1. Click on View Details to display a small window that shows why. 
      

Clients can get "locked out" if they are mistyping information 3 times. This also includes not typing in the numbers quickly, causing the system to think the client is finished inputting digits. 

1. In the client's information in iTalk, click on Access Restrictions.  
   • If Locked column displays a red Yes, that account is currently locked out for that user.  
2. Click the pencil, and change the selection to No to unlock the account.
3. IF the client does not know their 6 digit access code, the Reset Pin option will generate a new access code AND unlock the client all in one click.  
    

Note: We do not want to reset the pin if the client thinks they know it but miskeyed it like BOL log ins.  
 

If a client says that they cannot enroll in iTalk after they have entered their full social security number, it may be because the system cannot complete the next step in the process which is sending an access code via text.  

Follow these steps to help resolve the issue for the client:

1. Verify that there is a cell phone number in the cell phone field on the client's CIF.  
2. If there is not, please update this field.
3. Go into iTalk and search this client by CIF, and generate a new access code.  
4. Provide the code to the client and ask them to write it down and try calling in to the IVR again.  
5. The system will ask for the full account number and the code generated by you.  The client will then be prompted to set their new code and input the last 4 digits of their social.  
   
   *One more time, though… please verify CIF!!  And add what's missing.  

If a client has no call history in iTalk, or if you want to see MORE than the 3 calls that display in the history, do the following:

1. Go to Reports > Call Audit Detail.
2. Search for the account number first to see if anything displays.
   1. Date field must be filled in.
   2. Tip: It is convenient to search for calls starting 5/7/2024 (go live date of iTalk).
3. If nothing populates, ask the client which number they are calling from into the automated system.
4. Delete the account number field, keep the start date field populated
5. Type the phone number into the phone number field on the far right with NO dashes or parenthesis.
   1. This pull up anything attempted to be accessed by that calling number. This is helpful when the client is typing in their account number incorrectly.
      
   2. 

If a client contacts us and indicates that they do not know their 6-digit access code, do the following:

1. Identify the client.
2. Access iTalk Maintenance > Customer Details and click Reset PIN.
   • Ensure you are resetting the access code under the CIF of the client with whom you are speaking.
   • If the account belongs to a business, you MUST reset the access code under the Business CIF as the IVR information belongs to the businses.
     
3. A prompt displays, click Generate Temporary PIN.
   
4. Read the 6-digit code that displays to the client.
   1. Advise the client to write the code down.
      
5. Click OK.
6. Advise the client to call the IVR and use the temporary 6-digit code provided. The system will prompt them to reset the code from there.
   • Note: the client cannot reset the access code to the same 6-digit temporary access code provided, they must choose a new 6-digit code.

Note: If a client has locked their access to an account through iTalk, the account is locked for ALL authorized users. 

If a client indicates that they have locked themselves out of the IVR, do the following:

1. Identify the client.
2. Access iTalk Maintenance > Customer and Account Lookup
   • Search for the client by name and/or CIF.
3. If the search returns only 1 result you are automatically directed to their Customer Details screen.
   • If multiple results return, access Customer Details by clicking on the clients name in the search results.
4. Click the Access Restrictions tab.
   1. Locked clients will reflect a red Yes in the Locked column.
       
5. Click the Customer Details tab and click Reset PIN.
   
6. A prompt displays, click Generate Temporary PIN.
   
7. Read the 6-digit code that displays to the client.
   1. Advise the client to write the code down.
      
8. Click OK.
   • The client's account is no longer locked once the PIN generates.
9. Advise the client to call the IVR and use the temporary 6-digit code provided. The system prompts them to reset the code from there.
   • Note: The client cannot reset the access code to the same 6-digit temporary access code provided, they must choose a new 6-digit code.

If a client calls and indicates that they have locked themselves out of the system, but they DO in fact recall their access code, do the following:

1. Identify the client.
2. Access iTalk Maintenance > Customer and Account Lookup
   • Search for the client by name, account number, CIF (PREFERRED), Tax ID, and/or Telephone number.
3. Click the account number in your search results to access the Account Details screen.
   
4. A locked account reflects a red Yes in the iTalk Access > Account Locked field.
5. Click the drop-down arrow and choose No.
6. Click Save.
   
7. A success prompt displays “Account has been successfully updated”, click OK.
8. Advise the client to call the system for access. 

Clients have 120 days to enroll in the iTalk system beginning May 7, 2024. If a client does not enroll in those 120 days, their enrollment period must be reset. To reset the enrollment period, do the following:
 

1. Identify the client.
2. Access iTalk Maintenance > Customer or Account Details. 
3. The iTalk Access > Enrollment field displays Expired.
   
4. Click the drop-down arrow to choose Open.
   
5. A prompt displays ‘Customer has been successfully updated’, click OK.
   
6. The client now has an additional 120 day window to enroll in the system.

If a client says they cannot enroll in iTalk after they have entered their full social security number, it may be because the system cannot send the access code through text message.

1. Verify there is a cell phone number in the cell phone field on the client's CIF.
   1. If no cell phone number, update the field accordingly.
2. Go to iTalk and search the client CIF and generate a new access code.
3. Provide the code to the client and ask them to write it down and try calling into the IVR again.
4. The system will ask for the full account number and the code generated by you. The client will then be prompted to set their new code and input the last 4 digits of their social.