Customer Support Tool User Manual
Contents
1. Use cases are linked to limit sets Prerequisites Add at least one limit set and one limit class Task DA SSE Click System Configuration and select Limits Select Limit Sets In the Actions column click Edit for the limit set you want to add Click Add Use Case Select a use case Select a limit class Limit Classes The Limit Classes option lets you configure limits for daily weekly monthly and total debits and credits You can set limits on the count of transactions or the total sum of the amounts of the transaction Additionally you can configure the option for a minimum and maximum amount for a single transaction Sybase Money Mobiliser Customer Support Tool User Manual System Configuration VE ogged in as en Logout Languages SYBASE 365 ee ee bombe dE Ard lette Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING USER MANAGER NOTIFICATION MANAGER EZ Limits Limit Class Limit Class Add new Limit Class Showing 1 1 1 Total gt Limit Class Actions global limit Edit Remove Limit Class Name global limi Currency EUR y Daily Debit Limit Count __ 9 999 999 999 999 Daily Debit Limit 99 999 999 999 99 Weekly Debit Limit Count 9 999 999 999 999 Weekly Debit Limit 99 999 999 999 99 Monthly Debit Limit 9 999 999 999 999 Monthly Debit Limit _ 99 999 999 999 99 Count Absolute Debit Limit asss Absolute Debit Limit 992. adding 16 adding use case 16 limits 15 messages 31 N notification manager 31 attachments 33 create message 32 edit message 32 export message 31 import message 31 messages 31 test message 32 O online reports 34 P privileges 18 29 add wallet entries 18 create customers 18 customer type 18 file types 18 transactions 18 R reports 34 batch reports 34 download 35 Reports online reports 34 restriction groups 20 restriction rules 20 restrictions 20 adding restriction groups 21 adding restrictions 21 adding rules 22 restriction groups 20 risk category 20 rules 20 22 risk category configuration 19 roles 29 S self care 5 system configuration 11 exchange rate 11 fee sets 14 fee types 11 fees 11 limit classes 16 limit sets 15 limits 15 T transactions 18 U use case 13 fee type 13 limit sets 16 user manager 29 agents 29 38 Sybase Money Mobiliser Customer Support Tool User Manual
3. 6 Sybase Money Mobiliser Customer Support Tool User Manual Customer Care Customer Care Use the Customer Care option to register new customers agents merchants or administrators Additionally you can search for customers who want to change information such as MSISDN or postal address You can also search for each type of action pending approval such as wallet entries transactions or customer registrations Customer Registration Use the Customer Registration option to register anyone as an administrator agent consumer or merchant Logged in as CST Agent 102 Logout Languages SYBASE 365 Customer Support Tool SELFCARE CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Customer Registration General Information LastName Please Select Y Language Please Select a Please Select e Please Select y Address Information St ddres Country E Contact Information MSISDN Security Question Please Select v 8 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 50 Minutes Sy T LEY WICKET AJAX DEBUG Sybase Money Mobiliser Customer Support Tool User Manual 7 Customer Care Find Customer Use the Find Customer option to search for customers who want to change their personal informati
4. Edit Remove Commission Settlement UC 201 PAYER PRIVILEGI UC 201 CALLER PRIVILEC Edit Remove Demand for Payment UC 202 PAYER PRIVILEGI UC 202 PAYEE PRIVILEGE UC 202 CALLER PRIVILEC Edit Remove Load Internal Voucher UC 150 CALLER PRIVILEC Edit Remove Merchant to Merchant UC 179 PAYER PRIVILEGI UC 179 PAYEE PRIVILEGE UC 179 CALLER PRIVILEC Edit Remove Air Time Topup UC 173 PAYER PRIVILEG Maker Privilege Use Case UC 173 MAKER PRIVILEG Le UC_173_CHECKER_PRIVILE 9 UC_173_PAYEE_PRIVILEGI 3 I UC 173 EXECUTE PRIVLE UC 173 CALLER PRIVILE Le UC 173 CALLER PARENT y UC 173 CALLER SELF pr Caller Self Privilege Save 8 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 49 Minutes sp SYR VMCKET AJAX DEBUG See Also e Bulk Processing on page 23 e Dual Approval on page 35 Global Configuration The Global Configuration option displays the current configuration settings for the organizational unit customer type and risk category Adding a configuration setting is performed during the initial setup of Money Mobiliser Therefore you cannot add additional configuration settings you can only edit an existing configuration Sybase Money Mobiliser Customer Support Tool User Manual 19 System Configuration 365 Logged in as CST Agent 102 Logout Languages Customer Support Tool SYBASE MOBILE S
5. Inc IBM and Tivoli are registered trademarks of International Business Machines Corporation in the United States other countries or both All other company and product names mentioned may be trademarks of the respective companies with which they are associated Use duplication or disclosure by the government is subject to the restrictions set forth in subparagraph c 1 Gi of DFARS 52 227 7013 for the DOD and as set forth in FAR 52 227 19 a d for civilian agencies Sybase Inc One Sybase Drive Dublin CA 94568 ii Sybase Money Mobiliser Customer Support Tool User Manual Contents Sybase Money Mobiliser 1 Customer Support Tool eessen EEN 3 Eegeregie 5 GUSTO MEN Care iii o pl di bed 7 Customer Registration coma ei 7 Find Gustombr sss nantais prirent de 8 Find Pending Approval 9 System Configuration nn 11 Exchange Rate iets RS gaere Ge 11 DOCG xt lems ee Ee ds 11 Fee DEE 11 Fee Type Use Case Configuration 13 FOG SOS Lege ind re ne dirons eat 14 DEE 15 MIS UG ina siii 15 Limit Class s 16 Ne GE 18 Global Ee e Et EE 19 RestrictONS un mena rendre dekke 20 Adding Restriction Groups ooccccccccccnncconccccnnnccnnannnns 21 Adding Restrictions EE 21 Adding AUES ennnen renan ane tee e 22 Bulk d RE 23 Coupon Admin EE 25 Coupon Types nn attente ne ee ea 25 Creating Coupon Types EEN 25 Generating Coupons 25 U
6. SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Edit Message Please enter details to update the message ee e Type SMS Li nn m Sender 625477 SMS text S hj Your passcode get confidential otp Cosmana mg Submit 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 29 46 Minutes SYB E Ey You can import or export messages which are XML format The XML file contains the message name sender s information template type and message content When you export more than one message the messages are saved in one XML file If you export a message and then try to import it the existing file cannot be overwritten After you have created edited or imported a message you can test it to make sure it can be delivered When testing the message with a placeholder you can provide a replacement value for each placeholder value in the message text Sybase Money Mobiliser Customer Support Tool User Manual 31 Notification Manager Attachments You can also add or edit attachments but you cannot remove attachments If you edit an attachment it must be the same file type as the original Additionally you cannot view attachments You can only search for an attachment and edit the character set or attach a new file 32 Sybase Money Mobiliser Customer Support Tool User Manual Reports Reports The Reports option l
7. who is assigned the role of notification manager and the respective privileges can see only the notification manager menu You can add or edit a role or privilege roles and privileges cannot be removed from the system Sybase Money Mobiliser Customer Support Tool User Manual 29 User Manager 30 Sybase Money Mobiliser Customer Support Tool User Manual Notification Manager Notification Manager Use the Notification Manager option to manage SMS and e mail messages Notifications of important events are sent to alert customers and back office agents For example a message can be sent to a user when his or her account balance drops below a given threshold You can add import export edit or remove messages Messages Dedicated syntax is used for the placeholder of a message For example when you use get PARAMETER in the message text it is treated as a placeholder Additionally when you use get confidential in the placeholder the message is considered holding sensitive information Messages that have confidential placeholders will never be visible in clear text on the server the message content will not be written in log files and the messages are stored encrypted in the database For example get confidential otp in the one time password OTP notification marks the message as confidential e in as mn Logout Languages 7 SYBASE 365 Logged in as CST Agent 102 MOBILE SERVICES Customer Support Tool
8. 999 999 999 99 EE Daily Credit Limit 199 999 999 999 99 Daily Credit Limit Count _ 9 999 999 999 999 Weekly Credit Limit 39 999 99 995 99 Weekly Credit Limit 9 999 999 999 999 Count Monthly Credit Limit 99 999 999 999 59 Monthly Credit Limit 9 999 999 999 999 Absolute Credit Um 99 999 999 999 99 Count c le Absolute Credit Limit 9 999 999 999 999 Single Minimum Def em Single Minimum Credit Single Debit Limit 99 999 999 999 99 CE Amount Single Credit Limit 99 999 999 999 99 Amount company Contact Support About Mobiliser n ape Sy I WICKET AJAX DEBUG Sybase Money Mobiliser Customer Support Tool User Manual 17 System Configuration See Also e Limit Sets on page 15 Privileges Use the Privileges option to define the required privileges for dual approval configurations For example use the Create Customers option to create a new customer approval configuration customer type Therefore you can configure maker checker privileges for registration depending on the customer type that is being registered Use these options to configure privileges e Create Customers create new customer type approval configuration e Add Wallet Entries create a new wallet approval configuration For security reasons consumers and agents might not have permission to directly activate a new payment instrument In this case you can either search for then approve or reject pending add to wallet operati
9. Click Add a Restriction Group 4 Enter the required information 5 Click Save Adding Restrictions Prerequisites Add at least one restriction group Task 1 Click System Configuration 2 Select Restrictions 3 Inthe Actions column click Add Restriction 4 Enter the required information 5 Click Save Sybase Money Mobiliser Customer Support Tool User Manual 21 System Configuration Adding Rules Prerequisites Add at least one restriction group Task 1 Click System Configuration 2 Select Restrictions 3 Inthe Actions column click Add Restriction 4 Click Add a Rule 5 Select the currency 6 Click Save 22 Sybase Money Mobiliser Customer Support Tool User Manual Bulk Processing Bulk Processing Use the Bulk Processing option to upload transaction data in CSV or XML format Depending on your assigned privileges which are configured in the Customer Support Tool the file is either uploaded for confirmation or processed immediately Additionally your assigned privileges determine the bulk file formats you are allowed to upload e Customer registration contains the equivalent data supported by Customer Registration option e Customer deactivation is supported by listing customer identifications e Transaction authorization contains the equivalent data that is supported by the authorize Mobiliser transaction web service The payer of the transaction can be only the cust
10. ERVICES SELFCARE CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS EZ Global Configuration M Orgunit Configuration Showing 1 2 2 Total 4 E gt Org Unit Fee Set Limit Set Actions SoapUl Edit Vanilla Edit M Customer Type Configuration Showing 1 10 11 Total D EL Customer Type Fee Set Risk Category Umgr Role Actions Administrator Edit Agent CST_AGENT Edit Beneficiary Edit Consumer STANDARD_CONSUMER Edit Consumer for mBanking STANDARD CONSUMER MBA Edit Consumer with fee test fee STANDARD CONSUMER Edit Merchant STANDARD MERCHANT Edit Merchant Dealer DEFAULT MONEY DEALER Edit Merchant Headquarter DEFAULT MONEY HEADQUAR Edit Merchant agent STANDARD MERCHANT AGEN Edit Risk Category Configuration Showing 1 9 9 Total Risk Category Limit Set Umgr Role Actions Defautt Edit MSISDN Edit MSISDN NAME Edit MSISDN NAME ADDRESS Edit MSISDN NAME ADDRESS FACE TO Edit FACE MSISDN NAME ADDRESS Edit ID PASSPORT DATA FACE TO FACE MSISDN NAME ADDRESS Edit ID PASSPORT DATA SCANNED IMAGE FACE TO FACE MSISDN NAME ID PASSPORT DATA Edit FACE TO FACE with limits test limit set Edit 2012 Sybase Inc sn SAP company Contact Support About Mobiliser Session Timeout 14 50 Minutes SYB E 1 7 A d Sat Pe Restrictions Use the Restrictions option to configure rules that restrict transaction processing for
11. Languages 7 SYBASE 365 Customer Support Tool SELFCARE CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS M System Configuration Fees Fee Types New Fee Type Name Beneficiary Process By Txn Please Select el Include VAT Please Select X Commission Fee Please Select EA nc an SAP company Contact Support About Mobiliser Session Timeout 10 10 Minutes D syv BASE 27 ever Fee Type ID Defines a five digit number identifying the fee type Defines a short description of the fee type Beneficiary Defines the customer identification of the person receiving the fee The beneficiary receives funds only via an offline settlement process Process By Txn Indicates whether the fee should be deducted during transaction processing if not it is charged in a separate process Include VAT Indicates whether the calculation amount should include value added tax VAT Indicates whether the fee type is a commission See Also e Fee Sets on page 14 Adding Fee Types You can set up a fee type to specify the person beneficiary who is receiving the fee Additionally you can specify whether to process the transaction include VAT or if there is a commission fee Task 1 Click System Configuration and select Fees 2 Select Fee Types 3 Click Add a Fee Type 4 Enter all required information 5 Click Save 12 Sybase Money Mobilise
12. SYBASE EY company Customer Support Tool User Manual Sybase Money Mobiliser 5 1 DOCUMENT ID DC01867 01 0510 02 LAST REVISED February 2013 Copyright O 2013 by Sybase Inc All rights reserved This publication pertains to Sybase software and to any subsequent release until otherwise indicated in new editions or technical notes Information in this document is subject to change without notice The software described herein is furnished under a license agreement and it may be used or copied only in accordance with the terms of that agreement Upgrades are provided only at regularly scheduled software release dates No part of this publication may be reproduced transmitted or translated in any form or by any means electronic mechanical manual optical or otherwise without the prior written permission of Sybase Inc Sybase trademarks can be viewed at the Sybase trademarks page at http www sybase com detail id 1011207 Sybase and the marks listed are trademarks of Sybase Inc indicates registration in the United States of America SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world Java and all Java based marks are trademarks or registered trademarks of Oracle and or its affiliates in the U S and other countries Unicode and the Unicode Logo are registered trademarks of Unicode
13. TION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS ll Fees Fee Sets E Fee Sets Configuration Add a Fee Set Showing 1 1 D Total a Fee Set Actions test fee Edit Remove 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 50 Minutes SYB SE 1 27 AS an IT company 14 Sybase Money Mobiliser Customer Support Tool User Manual System Configuration Limits Limits refer to financial limits that are evaluated during transaction processing During the transaction initialization the limits of the payer and payee are checked individually You can control the configuration of limits through limit sets which are attached to a customer payment instrument and wallet Limit Sets The Limit Sets option lets you link limit sets to customers payment instruments and wallet entries You can define a limit set in which there is a global spending limit for a customer for example 300 per day which is independent of the payment instrument being used Defining a limit set on a customer may comply with many banking regulations and reduces risk In the Global Settings option you can define the risk category per customer type You can change the customer type upon customer registration If no limit set is defined for a customer the standard limit set defined for the customer s risk category is used If no risk category is configured for the customer the st
14. a payer or payee based on the transaction history Therefore restrictions first determine whether a restriction applies to the current transaction then accumulates historical transaction data and checks the historical transaction data for restriction violations Restrictions cannot be configured for individual customers but always apply to all customers from a certain organizational unit and risk category For example any customer can make only one person to person payment per day You can also define restrictions on a time frame such as minutes hours days weeks or years Restriction rules are linked to restriction groups and always contain the currency 20 Sybase Money Mobiliser Customer Support Tool User Manual System Configuration a Logged in as CST Agent 102 Logout Languages SYBASE 365 Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS EZ Restrictions M Restriction Groups Add a Restriction Group Showing 1 3 3 Total a Restriction Group Restriction Actions Default Add Restriction Remove Commission Settlement Add Restriction Remove Commission Amount Edit Remove 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 51 Minutes SYB SE x7 AS an SF company Adding Restriction Groups Task 1 Click System Configuration 2 Select Restrictions 3
15. andard risk category from the customer s type is used If the limit set from the risk category is empty the limit set defined at the customer s organizational unit is used S S Logged in as CST Agent 102 Logout Languages 7 SYBASE 365 a aout tangung MOBILE SERVICES Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Limits Limit Sets Limit Sets Add New Limit Set Showing 1 4 1 Total 4 gt Limit Set Actions Limit Set Edit Remove Limit Set Configuration H Add Use Case Showing 1 1 1 Total Use Case Limit Class Actions Commission Settlement global limit Edit Remove Use Case Commission Settiement w Limit Class global limit sve 8 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 50 Minutes syv r BASE 1 27 coros See Also e Limit Classes on page 16 e Global Configuration on page 19 e Restrictions on page 20 Sybase Money Mobiliser Customer Support Tool User Manual 15 System Configuration Adding Limit Sets Prerequisites Add at least one limit class Task 1 Click System Configuration and select Limits 2 Select Limit Sets 3 Click Add New Limit Set 4 Enter the name of the limit set 5 Click Save 6 Inthe Limit Set Configuration section select a use case 7 Select a limit class Adding a Use Case to an Existing Limit Set
16. ch coupon batch must belong to the same coupon type and contain one or more coupons You must manually activate a new coupon batch before you can use it Task 1 Click Coupon Admin and select Coupon Types 2 Click Edit for the coupon type you want to add a coupon batch 3 In the left pane click Batches 4 Click Add a Coupon Batch 5 Browse for the file and click Save 6 Click Main 7 Click Active to select it Adding Coupon Locations You can maintain a list of geolocation coordinates for each customer type Use these geolocations along with radius information to prioritize search results for a user Task 1 Click Coupon Admin and select Coupon Types 2 Click Edit for the coupon type you want to add a location 3 Inthe left pane click Locations 4 Click Add a Location 5 Enter the longitude and latitude 6 Optional Enter the radius 7 Click Save Assigning Coupons A coupon is usually not assigned to a customer when initially created You can assign coupons to one or more customers depending on the coupon quantity However if the coupon is public users can search for coupons using their mobile device Task 1 2 3 4 Click Coupon Admin and select Coupon Types Click Edit for the coupon type you want to assign In the left pane click Assign Select one of the identification types e MSISDN e Customer ID e User Name Enter the customer s identification Click Save 26 Syba
17. e rate history search results SYBASE 365 i Logged in as CST Agent 102 Logout Languages pnl ke Customer Support Tool SELFCARE CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Exchange Rate Currency Exchange Configuration Add a Exchange Rate Showing 1 2 2 Total AD From Currency ToCurrency Ratio Rate Actions EUR USD 11 5 Edit Remove USD EUR 11 1 Edit Remove 8 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 49 Minutes ap a pan e upp obiliset ion Ti i SYBASE ma Fees Fees and commissions are calculated for payer and payee in a financial transaction per subtransaction However the processing of fees and commissions are different Fees are applied and charged during transaction processing whereas commissions are collected and settled offline in batch mode Fee Types Use the Fee Types option to configure applicable fee types for payer and payee When fees are calculated for payer and payee in a financial transaction per subtransaction Money Mobiliser determines the applicable fee types for payer and payee Once the fee types are determined the correct scale used for the customer payer or payee is found The scales are connected to fee types through fee sets Sybase Money Mobiliser Customer Support Tool User Manual 11 System Configuration I ACD Logged in as CST Agent 102 Logout
18. emove a bill configuration on the customer s behalf Displays all open bills for the customer You can pay a bill on the customer s behalf Displays the bill history for the customer Displays a list of all SMS messages sent to the customer such as reset PIN this does not include the registration one time password OTP Displays the list of contact points for the customer which can include email addresses and mobile phone numbers You can add edit or remove contact points on the customer s behalf Displays the mobile alerts that are set up for the customer s payment instruments You can add edit or remove mobile alerts on the customer s behalf Sybase Money Mobiliser Customer Support Tool User Manual Customer Care Find Pending Approval Use the Find Pending Approval option to search for each type of action pending approval customers wallets and transactions e Customer search results display the customers that are currently pending registration e Wallet search results display the wallet entries currently pending approval Depending on the payment instrument class you may see the specific information of the payment instrument that is pending e Transactions search results display any transactions currently pending approval You can leave the search fields blank or you can enter search criteria to refine the search results To approve or reject a pending registration click the task ID then select ei
19. ets you generate reports in a variety of formats PDF CSV Microsoft Excel SAP Crystal Reports or RTF Fees and Commission Displays the fee and total commissions for a single day Overview SP Balance Monitor Displays the end of day balance aggregated on SVA type Overview SVA Balance Detail Displays end of day balance of all SVA accounts in the system SVA Balance Report Displays the balance snapshot of the SVA for the current user Displays a transaction summary for the currently logged in agent Transaction Detail Displays details about all successful transactions from the previous day Transaction Overview Displays all successful transactions of the previous day aggregated by use case By default report data is generated for the previous day however you can use the day offset field to generate data from earlier than the previous day For example a day offset of 2 produces a report for the day before yesterday For some reports you must enter specify a date range to generate the data You can run online reports and view them immediately The report data generated in online reports is for the current session only After viewing the report you can export it to PDF CSV RTF Crystal Reports or Microsoft Excel You cannot edit or remove online reports You can configure batch reports to run based on a specified schedule and in a CSV PDF or RTF format You can configure multiple batch reports for the same report type You ca
20. imeout 14 50 Minutes SYBASE men 34 Sybase Money Mobiliser Customer Support Tool User Manual Dual Approval Dual Approval Configure dual approval during the initial system setup however you can change or add a new configuration at any time Dual approval is a global system level configuration therefore the effect of changing the configuration applies to the various dual approval processes such as customer registration wallet entries and transactions Use the Find Pending Approval option to see any pending tasks associated with the dual approval configuration A dual approval configuration might include creating new privileges assigning privileges to certain roles and using these privileges for dual approval configuration For each service that supports dual approval the system defines the MAKER privilege to start or initiate the service and the CHECKER privilege to complete or approve the service Additionally there is an option that allows a user to directly execute a service bypassing the dual approval process this requires the EXECUTE privilege See Also e Find Pending Approval on page 9 e Privileges on page 18 Sybase Money Mobiliser Customer Support Tool User Manual 35 Dual Approval 36 Sybase Money Mobiliser Customer Support Tool User Manual Index A add coupon locations 26 add fee types 12 add limit sets 16 add restriction groups 21 add restriction rules 22 add restrictions 21 add
21. is of this type PI Type Payer Indicates that this fee is applicable only to transactions where the payer s payment instrument is of this type Fee Type Indicates the fee type that is to be applied to the transaction Payee Fee Indicates whether the fee must be paid by the payee or payer Sub Txn Type Indicates that the fee is applied only to the specified subtransaction type Copy from Auth Indicates whether the fees should be copied from the authorization subtransaction Include in Limit Indicates whether the fee is to be used when checking the customer s limits Sybase Money Mobiliser Customer Support Tool User Manual 13 System Configuration Adding Use Case Configuration Prerequisites Add at least one fee type Task 1 Click System Configuration and select Fees 2 Select Fee Types 3 Click Add Use Case Configuration 4 Enter all required information 5 Click Save Fee Sets Fee sets are incremental you can apply as many as three fee sets to single customers customer types or organizational units For each fee type the fee setting for customers has the highest priority overwriting settings for individual fee types from fee sets coming from the customer s type Customer type in turn has precedence over the fee set defined in the organizational unit SYB ASE 3 6 5 Logged in as CST Agent 102 Logout Languages 7 Customer Support Tool MOBILE SERVICES SELFCARE CUSTOMERCARE SYSTEM CONFIGURA
22. n edit or remove batch reports Sybase Money Mobiliser Customer Support Tool User Manual 33 Reports SYBASE 365 Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Home Batch Reports Error Overview Error Overview Add Batch Report Configuration Fees and Commission Overview SP Balance Monitor Overview Showing 1 2 2 Total Bir SVA Balance Detail Schedule Parameters Active Format Last Execution Actions Transaction Detail x 00NS Day Offset 6 PDF 2 22 13 8 15 01 PM Edit Transaction Overview Remove 00 30 Day Offset 2 Ne csv 2 22 13 8 15 01 PM Edit Remove 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 02 Minutes SYBASE men The report names used for batch reports consist of the report type date time and a unique identifier After a batch report runs click Download in the Actions column to view it SYBASE 365 Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Reports Available for Download Showing 1 3 3 Total D D Report Name Actions Error Overview 220213 08 15 01 07ae7 pdf Download SVA Balance Detail 220213 08 18 00 a498d pdf Download Error Overview 220213 08 15 01 cbe65 csv Download 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session T
23. naging coupons and managing short message service SMS and e mail notifications Additionally you can configure system parameters such as exchange rates roles and privileges and transaction fees and limits Sybase Money Mobiliser Customer Support Tool User Manual 3 Customer Support Tool 4 Sybase Money Mobiliser Customer Support Tool User Manual Self Care Self Care The Self Care option provides self service functions for viewing your display name login name and privileges You cannot edit your display name or login name under this option but you can change your password However depending on your assigned roles and privileges you can change your display name using the Find Edit Agents option Logged in as CST Agent 102 Logout Languages SYBASE 365 Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Home Welcome CST Agent My Details The System Configuration Menu offers several options to configure system internals such as fees exchange rates or transaction My Privileges restrictions more to come Choose one of the options to load the appropriate configuration screens Change Password 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 45 Minutes SYBASE 22 See Also e Agents on page 29 Sybase Money Mobiliser Customer Support Tool User Manual Self Care
24. omer or the agent s parent who is uploading the file e Transaction cancelation cancels transactions that have been initiated by the uploading customer or agent s parent The Confirm File option allows you to search for pending bulk processes to approve or reject You can approve or reject a pending file by clicking the file name to view the details of the file Use the History option to search for files that have been approved or rejected All fields are optional and if any are left blank you see the full list of pending files You can also download the file for further inspection Sybase Money Mobiliser Customer Support Tool User Manual 23 Bulk Processing 24 Sybase Money Mobiliser Customer Support Tool User Manual Coupon Admin Coupon Admin Coupon Admin is used to create and manage coupon types create and assign coupons and upload coupon batches A coupon has a unique code assigned to it that identifies the coupon or the coupon type Coupons can be uploaded as a batch or can be created with the user interface manually Coupons can have a purchase price In this case the coupon can still be assigned to a customer but before it can be used however the coupon must be purchased using the payment transaction in Money Mobiliser Coupon Types The Coupon Type option defines the issuer of the coupons name category and description A coupon always belongs to a coupon type Therefore before you can create or u
25. on MSISDN or security question and answer You can also view customer transactions and verify the customer s information for validation You can search for customers by MSISDN last name first name display name e mail address street city or ZIP code All search parameters are optional Menu Item Standing Data Accounts History Contacts Transactions Agent Transactions Attachments Bill Configuration Open Bills Bill History SMS Traffic Contact Points Mobile Alerts Displays the customer s information such as name date of birth customer type address fees and limits MSISDN and security information You can make changes on the customer s behalf Displays the accounts in the customer s wallet You can add edit or remove payment instruments on behalf of the customer You can also transfer funds between accounts and set up balance alerts on behalf of the customer Tracks data changes such as changes in time zone and preferences or unsuccessful login attempts Displays the agent s justification history which explains reasons for viewing customer information Displays the customer s transaction history Displays transactions made by the agent on the customer s behalf Displays the customer related attachments such as a scanned ID for proof of identification You can add other attachments such as an invoice Displays the current bills configured for the customer You can add edit or r
26. ons or see the list of pending wallet operations when you are editing a customer e Transactions create a new transaction approval configuration that depends on the transaction type configured e File Types create a new file type approval configuration that depends on the file type configured For example you can configure a maker checker for a customer deactivation file type You can also configure a maker checker for transaction cancelation 18 Sybase Money Mobiliser Customer Support Tool User Manual SYBASE 365 MOBILE SERVICES Customer Support Tool System Configuration Logged in as CST Agent 102 Logout Languages SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS EZ Privileges Transactions Add New Configuration Showing 1 10 24 Total 2 a Use Case Payer Payee Caller Actions Add Funds to SVA UC 160 PAYER PRIVILEGI UC 160 PAYEE PRIVILEGE UC 160 CALLER PRIVILEC Edit Remove Air Time Topup UC 173 PAYER PRIVILEGI UC 173 PAYEE PRIVILEGE UC 173 CALLER PRIVILEC Edit Remove Anonymous push UC 197 PAYER PRIVILEGI UC 197 PAYEE PRIVILEGE UC 197 CALLER PRIVILEC Edit Remove Bill Payment UC 191 PAYER PRIVILEGI UC 191 PAYEE PRIVILEGE UC 191 CALLER PRIVILEC Edit Remove Cash In UC 171 PAYER PRIVILEGI UC 171 PAYEE PRIVILEGE UC 171 CALLER PRIVILEC Edit Remove Cash Out UC 172 PAYER PRIVILEGI UC 172 PAYEE PRIVILEGE UC 172 CALLER PRIVILEC
27. password roles and privileges The user manager feature is available only to those agents who are assigned the user manager role and its respective privileges Agents The Agents option includes functions that let you manage back office or customer support agents You can edit the agent s personal data password roles and privileges However you cannot change an agent s user name or remove agents from the system SYBASE 365 i y Logged in as CST Agent 102 Logout Languages E jo Customer Support Tool SELFCARE CUSTOMERCARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Agent Edit Agent Name Gene Roddenberry Personal Data Id 500009920 First Name Gene Agent Data LastName Roddenberry Change Password E Mail Address groddenberry live com Edit Roles Privileges EE Language English EI Country United States EI Time Zone Europe Berin x 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 49 Minutes SYBASE 27 co Roles and Privileges Privileges control which functions can be used in the portals Agents can have individual roles and privileges Depending on the different agent types and their assigned roles and privileges only parts of the portal may be visible For example e A first level agent who is authorized to read customer core data can search only for customers and view their information e An agent
28. pload any coupons you must create a corresponding coupon type You can do this only using the Web interface Creating Coupon Types Task 1 Click Coupon Admin and select Coupon Types 2 Click Add a Coupon Type 3 Inthe main pane enter the required information a Optional Click Active to activate the coupon for use b Optional Click Public to make the coupon available in searches via a mobile device Click Save In the left pane click Description Click Add Description to enter a brief description of the coupon type Click Save In the left pane click Keyword and enter comma separated keywords for the coupon type then click Save Si d E 9 Inthe left pane click Categories and assign one or more categories to the coupon type Generating Coupons Coupons can be delivered as a code that is rendered on a smartphone as a bar code or delivered as a binary image The code of the coupon represents the piece of information that is checked upon redemption Therefore the code is directly bound to the coupon Coupons always have a coupon code and serial number Task 1 Click Coupon Admin and select Coupon Types 2 Click Edit for the coupon type you want to generate 3 Inthe left pane click Generate 4 Enter the required information 5 Click Save Sybase Money Mobiliser Customer Support Tool User Manual 25 Coupon Admin Uploading Batch Coupons You can upload a batch of coupons in a CSV file format Ea
29. ploading Batch Coupons 26 Adding Coupon Locations rrnnrnnrrrnnnnrrrrnnnnnnnrrrnnnnnr 26 Assigning Coupons eee eeeeeteeeeeeeeeeeteeee 26 Le dE 27 COUPON E EG 27 User Manager 1 28 nu id 29 POSING EEE 29 Roles and RTE 29 Sybase Money Mobiliser Customer Support Tool User Manual iii Notification Manager ns 31 MESSAGES nent 31 eu eil 32 NODOS i e ein ere eee ee eee D eet 33 Dual Appro EE 35 rte E 37 Sybase Money Mobiliser Customer Support Tool User Manual Sybase Money Mobiliser Sybase Money Mobiliser Note The current user interface is available only in English Sybase Mobiliser Platform is a state of the art mCommerce solution that gives consumers the ability to bank make payments and transfer money through a mobile device Money Mobiliser acts as an intermediary between a consumer and a member bank or third party vendors running Money Mobiliser Sybase Money Mobiliser Customer Support Tool User Manual 1 Sybase Money Mobiliser 2 Sybase Money Mobiliser Customer Support Tool User Manual Customer Support Tool Customer Support Tool Note The portal feature descriptions and illustrations pertain to the out of the box version of Money Mobiliser The Customer Support Tool is used by customer support agents to manage Money Mobiliser customers and agents For example you can register anyone as an administrator agent consumer or merchant The tool includes functions for creating and ma
30. r Customer Support Tool User Manual System Configuration Fee Type Use Case Confiquration Use cases provide a set of requirements for processing financial transactions such as merchant payments bill payments or commission settlements A use case identifies the organizational unit and payment instrument for both the payee and payer A use case is linked to one or more fee types Ny ACD Logged in as CST Agent 102 Logout Languages SYBASE 365 Customer Support Tool MOBILE SERVICES CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS HAZ M Fees Fee Types Add a Fee Type Add Use Case Configuration Showing 1 2 2 Total 4 E D 1D Use Case Fee Type Actions 207 Send Money test fee type Edit Remove 500150350 Commission Settlement test fee type Edit Remove Use Case Please Select Fee Type b Please Select x OrgUnit Payee Please Select v Payee Fee No Orgunit Payer Please Select zl Sub Txn Type Please Select v PI Type Payee Please Select w Copy From Auth No v PI Type Payer Please Select x Include In Limit No X 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 50 Minutes Sy ACE deeg BASE 27 ver PI Type Payee Indicates that this fee is applicable only to transactions where the payee s payment instrument
31. se Money Mobiliser Customer Support Tool User Manual Coupon Admin Categories Money Mobiliser consumers can browse coupon categories on their mobile devices to purchase and redeem coupons Coupon Categories are managed globally and in a hierarchy Coupon Categories without a parent category are root categories and are listed first All other categories are shown after you drill further down into the hierarchy You can add or edit a coupon category but you cannot remove it However you can edit the coupon category description ei Logged in as CST Agent 102 Logout Languages SYBASE 365 Customer Support Tool SELFCARE CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS 2 Categories Add a Coupon Category root Food McDonalds Burger King gt Electronics 3 Cell Phones D Cameras m 8 2012 Sybase Inc an SAP company Contact Support About Mobiliser Session Timeout 14 47 Minutes SYBASE 1 27 coo Coupon Search Use the Coupon Search option to search for coupons assigned to a customer ID or by the coupon serial number Sybase Money Mobiliser Customer Support Tool User Manual 27 Coupon Admin 28 Sybase Money Mobiliser Customer Support Tool User Manual User Manager User Manager The User Manager option manages back office or customer support agents You can add new agents or edit an agent s personal data
32. ther Approve or Reject at the bottom of the details page Note You cannot edit the data on the details page of the search results Logged in as CST Agent 102 Logout Languages 7 SYBASE 365 Customer Support Tool SELFCARE CUSTOMER CARE SYSTEM CONFIGURATION BULK PROCESSING COUPON ADMIN USER MANAGER NOTIFICATION MANAGER REPORTS Find Pending Approval Customers You can search for pending customers by specifying search parameters Show Customers By Month Month Please Select Date Range Please Select v 8 2012 Sybase Inc an SAP company Contact Support About Mobiliser Sessi inutes SYBASE m ETP convey Sybase Money Mobiliser Customer Support Tool User Manual 9 Customer Care 10 Sybase Money Mobiliser Customer Support Tool User Manual System Configuration System Configuration The System Configuration option is used to configure system parameters such as fees exchange rates or transaction restrictions Exchange Rate The Exchange Rate option lets you to configure exchange rates between all currencies setup in the system The available currencies are setup during system installation The exchange rates you set up provide a default rate when a transaction is entered In addition to setting up exchange rates you can also view the previous exchange rates used For example if you change the USD to EUR exchange rate you see the old exchange rate in the exchang
33. wallet entries 18 agents 29 privileges 29 roles 29 assign coupons 26 attachments 8 33 customer care 8 notification manager 33 batch coupons 26 batch reports 34 download 35 C coupon admin 25 adding coupon locations 26 assigning coupons 26 categories 27 coupon types 25 creating coupon types 25 generating coupons 25 search 27 uploading batch coupons 26 coupon categories 27 coupon search 27 coupon types 25 create coupon types 25 create customers 18 customer care 7 customer registration 7 find customer 8 find pending approval 9 customer registration 7 customer support tool 3 customer type 18 19 Index D download reports 35 dual approval 18 36 privilege checker 36 privilege execute 36 privilege maker 36 E exchange rate 11 export message 31 F fee sets 14 fee type adding use case 14 use case configuration 13 fee types 11 adding 12 fees 11 fee types 11 file types 18 find customer 8 accounts 8 agent transactions 8 attachments 8 bill configuration 8 bill history 8 contact points 8 contacts 8 history 8 mobile alerts 8 open bills 8 sms traffic 8 standing data 8 transaction history 8 find pending approval 9 G generate coupons 25 global configuration 19 customer type 19 risk category 19 Sybase Money Mobiliser Customer Support Tool User Manual 37 Index import message 31 L limit classes 16 limit sets 15
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