iWL252 Read Me First Installation Guide

iWL252 Read Me First Installation Guide
Ingenico iWL252 Bluetooth (PSTN/IP)
Read Me First
Installation Instructions
©TRANSAX Merchant Services. All rights reserved. TRANSAX is a registered trademark of FIS Payments (UK) Ltd.
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
Index
1.
2.
3.
4.
List of Parts and Contents
Next Steps
Terminal Installation (essential)
Checking the Dialling Prefix
e.g. 9 (if required)
5. Card Sales and Refunds
6. End of Day Procedure (essential)
7. Troubleshooting
8. Manual Sales Procedure
9. Paper Roll Ordering
10. Useful Contacts
Charging Cradle
1. List of Parts and Contents
IP / Broadband Cable
Please find enclosed your Ingenico iWL252 Terminal with:
Terminal Telephone Lead
Paper Rolls
iWL252 Card Terminal
Power Lead
Manual Sales Vouchers
Ingenico iWL252 Bluetooth (PSTN/IP)
Card Sales & Refund
Quick Guide
©TRANSAX Merchant Services. All rights reserved. TRANSAX is a registered trademark of FIS Payments (UK) Ltd.
TMS, iWL252 Bluetooth, Card Sales & Refunds Quick Guide, 1215 v1
Installation & User Guides
Paper Roll Order Form
Rechargeable Battery
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
•
•
•
•
•
•
•
•
Terminal Telephone Lead
IP / Broadband Cable
Paper Rolls x2
Power Lead
Terminal Installation Instructions
(this booklet)
Card Sales & Refunds Quick Guide
Paper Roll Order Form
Manual Sales Vouchers
•
•
•
•
PSTN Line splitter (double
adaptor) - not shown
Supervisor Card - not shown
Dual purpose Charging and
Communications Cradle
Rechargeable battery (within the
terminal)
Note: If you have ordered additional accessories these may be sent separately.
2. Next Steps
You should have already received your TRANSAX Merchant Services Welcome
Pack. If not, or if you require any assistance at any stage of the set-up process,
please call our Technical Helpdesk / Client Services team on:
0345 600 8055 (UK) or 01 667 5152 (ROI)
In part 3 of this guide, you will be guided through the installation of your terminal.
Please read all parts of this document, you will then be ready to start processing
transactions. Please retain all box contents (including the original packaging).
Note: The functions described within the iWL200 Series Terminal User Guide
are generic and some may not be available. Please call our Technical Helpdesk
/ Client Services team on the above number, should you have any questions.
IMPORTANT:
To be paid for your card transactions you must submit them at the end of every
working day by following the ‘End of Day Procedure’. See part 6 of this guide,
or Section 38, (page 32) of the iWL200 Series Terminal User Guide.
Your terminal comes equipped with a Supervisor Card. This card is used for
protected functions on the terminal which can impact how payments are
processed. To prevent misuse, it is your responsibility to ensure that this card
is only used / held by authorised personnel.
Please store this document safely. You may need to refer to it again in the future. For
more information on how to use your card terminal, please also refer to the iWL200
Series Terminal User Guide which can be found in the Merchant Zone at
www.transaxmerchantservices.co.uk.
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
3. Terminal Installation (essential)
Your new iWL252 Bluetooth payment terminal has the ability to process transactions over an
analogue telephone network or broadband / computer network. The following section will
guide you through the process of initial set-up, should you require more information, please
refer to your iWL200 Series Terminal User Guide starting in Section 4, (page 6) this can be
found in the Merchant Zone at www.transaxmerchantservices.co.uk
Unpack all parts of your terminal and check them against the List of Parts and Contents in
Section 1 of these Installation Instructions.
Telephone Lead Connection
Open the back of the cradle via the two catches on it’s underside. Connect the TERMINAL
TELEPHONE LEAD (using the clear plastic end) into the communication port marked
.
(do not use the port maked COM1 or COM0). The white plastic end of your telephone lead
connects into your analogue telephone socket.
Alternatively...
IP / Broadband Cable Connection
Connect the IP / Broadband cable into the communication port on the rear of the cradle
(do not use the port maked COM1 or COM0). The opposite end of the IP/Broadband Cable
will plug into a spare ethernet socket on your Broadband router /switch / computer network.
Please note that your payment terminal can be cabled for either but not both of the
above options.
Paper Roll Loading
The paper roll is stored in a ‘well’ at the top of the terminal, above the screen. To load paper,
lift the cover release catch by pulling it towards you and the lid will open. Drop a new PAPER
ROLL into the ‘well’ ensuring that the end of the roll is towards the front. Pull the end of the
roll up, so that the smooth, shiny side of the paper is facing you - with some protruding out of
the top of the terminal. Carefully close the lid, it will lock into place. To prolong the life of your
paper roll please ensure that when tearing receipt copies from the terminal, that the paper is
torn from left to right, across the screen.
Battery Insertion (if required)
Carefully remove the plastic cover on the underside of the terminal and connect the white
battery connector onto the 3 pins beneath the printer. Ensure that the clip on the front of
the battery connector faces forward - the terminal should power up. Replace the plastic
cover. Your battery should be charged for 3 hours prior to use. To do this, connect your
power lead into the rear of the charging cradle and connect to the mains power supply.
Place your terminal on the cradle to start charging.
Connecting Power Leads
Connect the POWER LEAD to the cradle. Insert the electric plug into a power socket.
Place the terminal onto the cradle. Your terminal will power up as soon as it is connected. It
is crucial that your terminal has been connected to either an analogue telephone or an IP /
Broadband network BEFORE the terminal is placed on the cradle.
The terminal has already been configured for your use including your merchant number.
The following sections will allow you to change pre-configured settings and understand the
functions of the terminal.
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
Function Keys Quick Guide
F1 - F4 Keys: Function keys which enable scrolling up and
down menus
Menus Key: To enter the application menus press the MENU
key from the READY prompt. Pressing the key again moves
to the next menu (if available)
Correction Keys: When entering numbers or letters, the
yellow CLEAR key deletes one character at a time, whilst
the red CANCEL key deletes the entire line (this key also
cancels transactions),
Confirmation Key: The green ENTER key is used to confirm anything that has
been typed into the card terminal.
Paper Feed Key: To test the feeding of the paper through the printer, press
and hold the CLEAR key.
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
4. Checking the Dialling Prefix e.g. 9 (if required)
Your iWL252 terminal may use a telephone line when a transaction is processed. If you
need to dial a prefix such as ‘9’ or ‘0’ when making a telephone call, your terminal will
need to be programmed with this prefix. If you do not need to dial a prefix, then the
terminal must not have a prefix set (and you can continue to part 5 of this guide).
Please follow the steps below if you need to add or delete a prefix:
Step
1
READY
Merchant Number:
XXXXXXXX
Press the MENU key twice and using the f2 and
f3 keys to navigate, select the ‘Select Function’
option by pressing the green ENTER key.
The terminal will ask you to ‘Key in Function
Code’.
Enter 44 and press the green ENTER key.
Step
2
SYSTEM
Dial Parameters
Swipe Supervisor Card
Swipe the Supervisor Card through the
magnetic card strip reader on the right hand
side of the terminal.
The terminal will ask you to select tone or
pulse dialling. Select this by using the f2 and
f3 keys followed by the green ENTER key.
Note: If you are unsure as to whether tone or
pulse dialling should be used, select TONE.
Step
3
Dial Prefix Required?
Enter=YES
Clear=NO
To change or check the existing Dial Prefix
on your terminal, press the green ENTER key
otherwise press CLEAR.
Continued Overleaf
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
Key your dial prefix as you would if you were
to make an outbound telephone call from the
line on which you intend to use your terminal.
Step
4
Key in the Number used
to get an Outside Line
and then press ENTER
The terminal supports a dial prefix of up to four
numeric values. For example, to add a dial prefix
of ‘9’, press the 9 key and it will appear on
screen. Press the green ENTER key to continue.
Press the green ENTER key to skip through the
screens that follow and return to the ‘ready’
prompt.
5. Card Sales and Refunds
When your terminal has been installed and successfully configured, you can
start to accept and process card payment transactions.
Most credit and debit cards issued in the UK and Ireland will be Chip and PIN
(Personal Identification Number) type cards. For security reasons, the cardholder
will need to confirm the transaction by typing their PIN into the terminal.
For further information on how to process a Chip and PIN card transaction
please refer to Section 15, (page 13) of the iWL200 Series Terminal User
Guide.
The iWL200 Series Terminal User Guide also provides information on how to
process other types of card transaction.
6. End of Day Procedure (essential)
The End of Day procedure should be done at the end of every working day to
ensure that your card transaction data is captured and that you will be paid
(’settlement’) for the transactions.
Step
1
READY
Merchant Number:
XXXXXXXX
From the Ready Screen, press the MENU key
twice and select Totals by pressing the green
ENTER key.
Note: You may need to scroll through the
menu options by using the f2 and f3 keys
before selecting Totals.
Continued Overleaf
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
Step
2
Select End-of-Day Banking using the green
ENTER key.
TOTALS MENU
End-of-Day Banking
Z - Totals
X - Totals
You may be required to swipe a Supervisor
Card. If prompted to do so, swipe the card
through the magnetic card reader on the right
hand side of the terminal.
Step
3
EFT
End-of-Day Banking?
Press the green ENTER key to manually start
your End of Day.
Enter=YES Clear=NO
Step
4
End-of-Day Banking
Connecting to
AUTH HOST
Please Wait...
A series of messages will appear on your terminal
as your End of Day Banking is completed.
When the process is complete, the terminal
will print a Totals Receipt. You will see a
‘Totals Agreed’ message on the receipt.
This should be checked against your ‘Merchant
Copy’ transactions receipts (both Sale and
Refund) to ensure you are paid in full.
Step
5
Tear off
TOTALS RECEIPT
Press ENTER if OK
Press Menu to Reprint
However, if the Totals Receipt displays any of
the following messages ‘Totals Not Agreed’ or
‘Cannot Confirm / Totals Unconfirmed’ please
re-try the End of Day Procedure from Step 1.
If you still do not see ‘Totals Agreed’ after a
re-try, please call the Technical Helpdesk / Client
Services on:
0345 600 8055 (UK) or 01 667 5152 (ROI).
Note: It is possible for your terminal to be configured to complete this automatically.
Please contact the Technical Helpdesk / Client Services on 0345 600 8055 (UK) or
01 667 5152 (ROI) should you require this functionality
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
7. Troubleshooting
Communication Errors - PSTN
The most common errors are due to loss or prevention of communications;
your terminal may alert you to such issues on screen.
Should your terminal be communicating over an analogue telephone network,
prevention or loss of communications may occur when the telephone line is
unavailable. The cause can be one of many reasons, consider the following:
1.
Ensure the telephone lead is securely attached to the port marked
on
the underside of the cradle and into an analogue telephone wall socket.
Also check that the cable is not damaged.
2. Ensure your telephone line is working correctly. Plug an analogue
telephone handset into the same telephone wall socket and listen for a
dial tone. No dial tone or background noise on the line may prevent the
terminal from working, contact your telecoms provider.
3. If you are using a double adaptor (or ‘splitter’) unplug it from the telephone
wall socket and put the terminal’s telephone lead directly into the socket.
4. Any other devices using the telephone line such as a telephone or fax machine
may also prevent the terminal from dialling out if used at the same time.
5. If you receive a broadband connection into the building all telephone
sockets should be equipped with an ADSL microfilter or similar. The line on
which the terminal is installed will need this microfilter to operate effectively.
6. When making an external telephone call, do you need to dial a prefix (e.g.
‘9’) for an outside line? If so refer to Section 4 of this guide.
7. Have any changes recently been made to the telephone system?
e.g. the addition of broadband. If yes contact your telecoms / broadband
provider.
8. Should you receive a ‘Totals Not Agreed’ message when completing your ‘End
of Day’ procedure (either manually or automatically) please retry a manual End
of Day procedure (see Section 6 of this guide) before calling the Helpdesk.
9. Please note that Function Codes should only be used when instructed to
do so by your terminal documentation or the Helpdesk. Use of Function
Codes outside of these scenarios may damage your terminal and prevent
future transactions taking place.
Should you require any further assistance please contact the Technical
Helpdesk / Client Services on 0345 600 8055 (UK) or 01 667 5152 (ROI).
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
Communication Errors - IP / Broadband
The most common errors are due to loss or prevention of communications;
these are typically caused by either an issue when first installing the terminal
or issues with / outages on your network connection. Consider the following:
1.
nsure the IP / Broadband cable is securely attached into the correct
E
port on the rear of the Charging and Communications Cradle and into
the correct port of your router or network. Also check that the cable is
not damaged.
2. E
nsure your network is working correctly. Can you access the Internet
via a PC or laptop using the same network? Do other IP devices work? If
not, please contact your network provider.
3. H
ave any changes recently been made to the network? e.g. firewall
changes or security enhancements?
Battery Information
The battery used to power the iWL252 terminal may not be fully charged
upon delivery. Please charge this battery for 3 hours prior to use. Whenever
the terminal is not in use it is advisable that the terminal is stored on the
charging cradle and connected to the mains supply.
Power Save. If the terminal is not used for a certain period of time the
software will put the terminal into a Power Save mode to conserve battery
energy. The terminal can be re-activated by pressing any key.
Extra Battery. If you find that the terminal is being used at conferences,
shows etc where there is little or no access to a power source it is worth
considering purchasing an extra battery. Please contact the Technical
Helpdesk / Client Services on the details below.
Should you require any further assistance please contact the Technical
Helpdesk / Client Services on 0345 600 8055 (UK) or 01 667 5152 (ROI).
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
8. Manual Sales Procedure
If the service is temporarily unavailable, please follow the procedures below to
process a manual card sale transaction.
1.
Obtain possession of the cardholders’ card.
2. Contact the Elavon Authorisation Centre for authorisation of the
transaction by calling: 0845 850 0197 (UK) or 1 850 30 31 30 (ROI).
3. Place the manual sales voucher on top of the card with the card face up,
on a flat hard surface.
4. Create an impression of the card, by rubbing a coin, or preferably the side
of a pen, over the manual sales voucher.
5. Remove the manual sales voucher and
check that all copies have been imprinted
clearly with the full card details.
6. Complete the manual sales voucher
using a ball point pen. Please write
the card number along the top of the
manual sales voucher as you may need
to refer to this later. Ensure you enter
in the authorisation code obtained from
the Authorisation Centre.
7. Retain the card and watch the
cardholder sign the manual sales
voucher. Check that the signature agrees
with that on the reverse of the card.
8. Check again that the details are
correctly entered and appear on all
copies of the manual sales voucher (if
they do not, securely destroy the voucher
and start again).
9. Hand the cardholder the top copy of the manual sales voucher and the
card when you are satisfied that everything is in order.
10. Retain bank and merchant copies in a secure place until you can process it
electronically through your terminal.
11. When the terminal is available, please re-enter the transaction using the
‘Force’ procedures.
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
9. Paper Roll Ordering
Ordering more paper rolls
Your iWL252 terminal is supplied with 2 paper rolls. The terminal does not
require a cartridge or ink. We strongly advise that you place your order for
additional paper rolls well in advance.
For your convenience, we have enclosed spare copies of the paper roll order
form. Please complete in block capitals and fax back to the number provided
at the foot of the form, or email your request to
merchant.requests@fisglobal.com.
Please include your merchant number and the quantity of paper rolls you
would like to order.
You can also order your paper rolls online at
www.transaxmerchantservices.co.uk in the Merchant Zone.
Each box contains 20 high quality paper rolls and the price quoted includes
delivery (dispatched to you within 5 working days).
To prolong the life of your paper roll please ensure that when tearing receipt
copies from the terminal, that the paper is torn from left to right, across the
screen.
10. Useful Contacts
TRANSAX Merchant Services
Technical Helpdesk (for terminal queries)
0345 600 8055 (UK)
Client Services (for general enquiries)
0345 602 2444 (UK)
Irish customers: Client Services (all enquiries)
01 667 5152 (ROI)
Email: merchant.requests@fisglobal.com
TRANSAX Cheque Warranty
Cheque Operator Service
0800 110 999 (UK)
Irish customers: Cheque Operator Service
1 800 409 409 (ROI)
Elavon
Manual Authorisations: 0845 850 0197 (UK) or 1 850 30 31 30 (ROI)
Merchant Services (transaction queries) 0845 850 0195 (UK) or 1 850 20 21 20 (ROI)
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
TMS, iWL252 Bluetooth (PSTN/IP), Read Me First Installation Instructions, 1215 v2
PO Box 885
Carmichael House
Birmingham B16 9DH
60 Lower Baggot
United Kingdom
Street
T 0345 601 4486
Dublin 2
E transax.uk@fisglobal.com
Ireland
W transaxmerchantservices.co.uk
T 01 667 5152
TRANSAX Merchant Services is a trading name of FIS Payments (UK) Ltd and FIS Payments (Ireland) Ltd. Telephone: 0345 602 2444
(UK).TMS,
Calls charged
at noBluetooth
more than national
rate). 01 667
5152 (Rep.
Ireland).
Calls to and from
the company 1215
may be
recorded.
iWL252
(PSTN/IP),
Read
Me of
First
Installation
Instructions,
v2
Part of FIS (Fidelity National Information Services Inc.) Services are covered by the Financial Ombudsman Service (in the UK).
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