ATM Operator Manual

Lion International Bank

Alternative Channels Banking
Division
September 2016
 ATM Operator Manual

Contents
Definitions: .............................................................................................................................................. 2
Introduction ............................................................................................................................................ 2
ATM Machines ........................................................................................................................................ 3
Functions of LIB ATMs ................................................................................................................... 3
ATM Plastic Cards............................................................................................................................. 3
Parts of an Automatic Teller Machine..................................................................................... 4
ATM Cash Replenishment Tips................................................................................................... 5
ATM cleaning ...................................................................................................................................... 6
ATM Card Mapping for Card Account Number ......................................................................... 7
NCR ATM Operations........................................................................................................................... 8
How to load cash to the ATM?.................................................................................................... 8
How to see faults on the ATM?................................................................................................... 9
How to clear dispenser problem? .............................................................................................. 9
How to Clear Card capture bin full soon error message? ............................................. 13
How we can check the error when the ATM screen is Black? .................................... 14
How we can check communication down problem? .......................................................14
How to Load Receipt Paper?...................................................................................................... 14
Frequently Asked Question (FAQ’s) on ATM usage..............................................................16

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Definitions:
ATM - Automated Teller Machine, is an electronic banking outlet, which allows customers to
complete basic transactions (withdraw cash, balance enquiry, transfer cash, deposit, foreign
exchange …) without the aid of a branch representative or teller.

ATM card is any payment card issued by a financial institution that enables a customer to
access an automated teller machine (ATM) in order to perform transactions such as deposits,
cash withdrawals, obtaining account information, etc.

Normal Mode - Mode in which the ATM is in service and available for customer use.

Supervisor Mode - Mode in which ATM is serviced/maintenance - not in use for the customer

PM - Preventative Maintenance - is a way to catch small issues with ATM machine before they
become big issues, also decreases machine down time and extend the life of ATM machine.

CASS - Short for cassette

Cassette - Storage container for cash notes to be dispensed

Dispenser - Module that picks cash notes from the cassette and presents them to the
customer
Reject/Purge Bin - Container that stores rejected cash notes from the dispenser

Receipt Printer - Module that issues a transaction receipt to the customer

Card Reader - The module that reads the details from the customer's card

Electronic Journal – Record of Transactions logs that are saved to the ATM's hard drive

Journal Printer - Module that records all transactions for later reference by the ATM operator

FDK (Function Display Key) - The variable function keys down either side of the monitor

Introduction
This ATM operator manual provides instruction and information describing the operation and
usage of the Lion International Bank ATM’s.
Includes:-
 Basic information and functions of ATM machines
 Basic information about ATM Cards.
 Cash replenishment information
 Creation of Cards on Amplitude Delta Core Banking System.
 NCR ATM basic operations & troubleshooting
 Frequently Asked Question about ATM usage

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ATM Machines
ATM (Automated Teller Machines) has become the most significant delivery channels after
branch. Starting as a simple cash dispensing machine, now a days ATMs come with features
where one can pay utility bill. Initiate fund transfer request, get statement of account, request
for cheque books and several other services. You can carry out a range of financial transactions
without any time restraint. An ATM facilitates comfortable and convenient banking 24 hours a
day, 7 days a week - not necessarily from the premises of your bank. Banks too benefit as they
save on operation cost by reducing the number of visitors to their premises.

Functions of LIB ATMs

Automated teller machines ATMs are not merely restricted to withdrawal of cash. You can
perform a wide range of activities:
 Cash withdrawal
 Balance enquiry
 PIN Change
 Mini Statement request(coming soon)
 Fund transfer between accounts linked on the same card (coming soon)
 Fund transfer to external account – intra bank (coming soon)
 Cheque book request (coming soon)
 Virtual card issuance (coming soon)
 Cash In (BNA) deposit on ATM (coming soon)
 Check Deposit on ATM (coming soon)
 Utility/Bill Payment (coming soon)
 Donation (coming soon)
 Dynamic Currency Conversion (coming soon)
 Mobile top ups(coming soon)
ATM Plastic Cards
ATM cards enable you to carry financial transactions from your savings, current account or

credit card accounts. To access an ATM, you need to insert your plastic card into the Automatic

teller machine. The machine reads the EMV chip or magnetic strip at the back of the ATM

card, which contains cardholder account details. To confirm access by genuine cardholder,

you will be requested to key in a personal identification number (PIN). This number (usually

four-digit) is a system-generated number that will be provided at the time of opening the

account. You can opt to change the PIN number by requesting for a change either by contacting

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the bank or by using the ATM machine. Once the right PIN number is typed, the ATM

recognizes the cardholder details and account details.

Parts of an Automatic Teller Machine

An automatic teller machine, or ATM, functions in much the same way as a personal computer.
It has hardware, software, a modem and a user interface, which allows a cardholder to control
its actions. Unlike a PC, however, also has an internal storage unit and a system of robotics that
receives electronic commands and relays cash from its safe to the user. These parts combine to
form the ATM, which allows cardholders worldwide to process deposits, withdrawals and
inquiries without ever entering a bank.

Figure: Basic parts of ATM, please see the description of labels in table shown next page.

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A Receipts Slot The receipt slot provides the cardholder with a paper receipt of the transaction.

The screen provides an interface between the ATM's internal computer and the
cardholder. Each time the cardholder inputs data, the screen's display changes
Display
B to show further options, directions or information. Like household computer
Screen screens, they can be CRT (cathode ray tube) or LCD displays and may be black-
and-white or color.

C Cash Slot
Cash-dispensing mechanism, Your cash will come out of here.

The keypad allows the cardholder to make selections and input information. The
number keys are to input the card's PIN. This PIN is a code that is unique to the
D Keypad card and identifies the user as the legitimate cardholder. Other buttons allow the
user to select options, clear entries or cancel a request.

The card reader captures the account information stored on the magnetic stripe
E Card Reader on the back of an ATM/debit or credit card. The host processor uses this
information to route the transaction to the cardholder's bank.

FDK (Function
F These keys/buttons correspond to information on the screen, usually amounts of
Display Key)
money, types of account and other services.

ATM Cash Replenishment Tips

The process of loading automatic teller machine with new notes is called ‘ATM cash
replenishment’ (and not, for whatever reason, ‘ATM cash replacement’). It’s important to
replenish your ATM’s cash as soon as it starts running low.

Once ATM start operation, the cash replenishment process will become routine. But there are
important procedures branches should always follow whenever replenishing ATM’s supply of
money. To protect the money, the ATM and employees’ safety.

 You should take enough time during an ATM cash replenishment to ensure you don’t
make any mistakes, but at the same time you should work as quickly as you can so that
the process takes no longer than it has to.
 Open the ATM and pull out the cash cassette and the reject bin. Check that the reject bin
is empty. Damaged or crumpled notes that can't be dispensed are diverted to ATM's reject
bin. Record how much money was rejected in your books.

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 Check through the notes you have to make sure they're free of tears, dog-ears,
counterfeit or any other imperfections. These can cause ATM malfunction or overfill your
machine's reject bin. Then, open your ATM's cash cassette.
 Slide the notes into your cash cassette, making sure they're properly positioned. Also
make sure that denominations are inserted the right cassette. To avoid such confusion
label each cassettes with the correct denominations.

 Close reject bin and cash cassettes and place them back into your ATM.
 Lock your ATM machine and follow the onscreen instructions to prepare your ATM for
use. The method for doing so will depend on the make and model of ATM you're using.

ATM cleaning
An unclean ATM may deter customers from coming back, as well as increase the chances of it
malfunctioning. Therefore, always be sure that the following parts are clean:
 ATM Keyboard (Touch pad/keypad)
 Screen
 The whole surrounding area
 ATM Canopy
 Signage and light box
Be sure not saturate any components, as too much water can cause corrosion and other damage.
Regular Cleaning will ensure the ATM is functioning at maximum efficiency and providing your

customers the best possible experience.

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ATM Card Mapping for Card Account Number

Upon delivery to the card holder the branch must link/map the ATM Card Number/PAN to
cardholder’s Amplitude Delta account number. For this facility you must create the card number
and its subsequent information. This can be done in the ‘Card Management ->
Creation/Modification’ screen.
You must maintain the following mandatory fields in the screen shown below.
 Card Number/PAN: the 19 digit unique card number appear on the card, it
starts by 9231.
 Branch: The branch that the cardholder account is maintained.
 Card Type: Select Lion Card identified by code 100
 Account Number: Specify the account number for which the card has been
issued.
 Expiry: The expiration date can be found near the bottom of the front of
the card.

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NCR ATM Operations

How to load cash to the ATM?

 Switch the ATM to supervisor mode (Open ATM Cover in Lobby Type ATMs to switch to
Supervisor Mode)
 The below Select Menu Will appear.

 In the select Menu, Press “4 Replenish” to go to Replenish Menu

 From the Replenish screen, enter “2 Display cash” to view each cassette with their
corresponding status (Rejected, Remaining, Dispensed and total number of notes in the
cassette)
 Then go to “4 Print CTR” to print the cassette counter status from the replenish screen.
This will print each counter status on both the receipt and journal printer. (We need to
make sure the remaining cash in the cassette and the one printed on the receipt are
equal.
 Remove all cash form each cassette physically

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 Select “5 clear cash” from the replenish menu to set the cash counters on each cassette
to zero
 Print the counter “4 Print CTR” to make sure that each cassette status is reset
 After adding cash physically on each cassette, go to “8 ADD Cash” select the cassette
type then enter the number of Notes that was physically replenished in the cassette.
Repeat this step for the remaining cassettes.
 Then go to “4 Print CTR” to validate and print the newly loaded cassette counter status
from the replenish screen.
 Now you need to test each cassette using “10 test cash” in order to find out the whether
the cassettes are GOOD or BAD.
 If the Test result is all “GOOD” press cancel key then, go to “9 EXIT”, Put the ATM to
Normal mode for through the wall ATM.(Close the ATM Cover For Lobby Type ATMs.)

How to see faults on the ATM?

• Switch the ATM to Supervisor Mode.
• Press 26 “Fault Display”.
• After you have seen the faults you can proceed to clear faults.

How to clear dispenser problem?

• Please check the ATM by opening the safe door in case any Birr note/paper is Jammed
at the belt of the Dispenser or on the cassette handlers by looking as per below picture.

• Then after you have checked this, please proceed the below steps.
• Press “cancel” on Key pad.
• Press 7 “Diagnostic”.
• Press Enter.

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• The Below system Application main Menu will appear.

• Press “Sys App” on the right side of the screen.

• The Below Menu will appear.

• Press 5 “Device Status list”.

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• The below device status list menu will appear.

• Press 9(page down) or 0(page up) to see the next page/previous page of massages if there)
• Press on clear All.
• All the not self-clearing messages should be cleared.
• If not
• Press previous
• The not cleared massages should be reported to your respective Alternative Channels
Banking Division staffs.

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*If Self Clearing is Successful

• *If it is not successful

• *After you have performed clearing
• To Exit from system Application Main Menu.
• Press on Previous.
• Press on Exit.
• The Select menu will appear.
• * After you have done self-clearing on Dispenser
• Press 4 “ Replenishment menu”
• The below menu will appear.
• Press 10 “ Test Cash”
• If all cassettes are inserted and loaded with cash and no fault with the cash handler, the
screen will show:
• - Top Cassette Good.

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• - Second Cassette Good.
• - Third Cassette Good.
• - Bottom Cassette Good.
• But, if it says “Dispenser fault/cash handler fatal/No Good cassette “. You need to
escalate to your respective Alternative Channels Banking Division staffs.

• If it says All Cassettes are “Good “.

• Press cancel on Keypad.
• Press 9 “ Exit “.
• Press Enter.
• Switch it to Normal for through the wall ATM but, if it is lobby ATM you need to close the
Chest door.

How to Clear Card capture bin full soon error message?

• From select Menu
• Press 26 “ Display Fault “
• If you see “ Card Capture bin full soon “ error message
• As per below Replenish menu
• Press 4 “ Replenish“
• Press Enter
• Press 6 “ Clear Cards”
• Press “Enter “
• Press Cancel two times
• The select menu will appear.
• Press 9 “ Exit”
• Press Enter
• Switch to Normal Mode for through the wall ATM, close chest door for Lobby ATMs.

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How we can check the error when the ATM screen is Black?
• First please check the ATM power socket is working or not.
• If the ATM has a UPS please press UPS Button for about 3 sec and it will have sound
when it start service else please go the next step.
• Then press the On/OFF button which is found at PC core.

• But, if it doesn’t have any change please report to respective Alternative Channels
Banking Division staffs.

How we can check communication down problem?

• First please check the Branch Network is online/Not.
• If the Branch is working you should check the Network cable whether it is blinking or
not.
• After the above steps are checked please unplug and plug the Network cable.
• Finally, if it didn’t have any change you should communicate your respective Alternative
Channels Banking Division staffs.

How to Load Receipt Paper?

The paper you take away from the ATM machine when you finish the transaction is
called “ATM receipt paper”. It is made from thermal paper (one kind of paper with
chemical coating on it). The receipt paper keeps record of the transaction code, bank
branch name, address, date, money amount, transaction type, bank service hotline,
notice, etc.
To load a receipt paper:-
 Lift up the paper release lever and role paper backward to take the old role or if
any paper left there
 Put the new role on and feed the tip in the print mechanism then push it forward,
it will automatically drive it forward.
 Check the black mark is on the sensor side
 If the paper is loaded correctly you will get a receipt paper labeled “printing is
OK”

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 If any error occurred, Switch the ATM to Supervisor Mode and Select " Clear All"
in the menu "Clear status list"

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Frequently Asked Question (FAQ’s) on ATM usage

What is an Automated Teller Machine (ATM)?

Automated Teller Machine is a computerized machine that provides the customers of
banks the facility of accessing their accounts for dispensing cash and to carry out other
financial transactions without the need of actually visiting a bank branch.

What type of cards can be used at an ATM?

The ATM cards/debit cards, credit cards, co-branded cards, gift cards and prepaid
cards (that permit cash withdrawal) can be used at ATMs for various transactions. For
the time being LIB provide only Lion Debit Card service.

How can someone obtain Lion ATM Card?

Simply go to any Lion International Bank Branch and fill-up an application form to
open a deposit account which comes with an ATM card.

When will Lion ATM card be activated?

The LIB ATM card will be activated immediately by the time it is released to the Card
Holder.

Is it secure to keep money in an ATM account?

Yes, it is. For customer protection, customer will be given a unique computer
generated Personal Identification Number (PIN) together with the LIB ATM Card. The
customer encourage to change his/her PIN in regular basis.
For added security, the customer encourage to keep ATM card in a secure place at all
times and exercise due caution to prevent its loss, theft or misuse.

Can anybody else access Customer accounts through the ATM?

Nobody can access customer account via the ATM unless another person gets hold of
ATM card and knows ATM PIN. By law, the ATM PIN allows us to identify you as the
valid owner of the account. It is advised that customer to refrain from giving ATM PIN
out or writing it down where people could see it.

How can one transact at an ATM?

For doing a transaction at ATM, the customer should insert his/her card in the slot
provided in the ATM and remove the card and follow the menu screen displayed on the
ATM screen.

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Can the cardholder link more than one account to his/her card?
Yes, any time the customer can request for additional account linking to its card.

Can Lion International Bank card be used at any bank ATM in the country?
Yes. The cards issued by banks in Ethiopia should be enabled for use at any bank ATM
within Ethiopia through EthioPay System.

What is a Personal Identification Number (PIN)?

PIN is the numeric password for accessing the account through the ATM. The PIN is
provided to the customer by the bank while issuing the card. For security reasons, the
PIN number should not be written on the card, card pouch or disclosed to anybody, as
in such cases the card can be misused if card is lost or stolen.

What should one do if he/she forgets PIN or the card is captured by the ATM?
The customer should contact the card issuing bank branch and apply for issuance of a
new PIN and retrieval of the captured card.

What should be done if the card is lost /stolen?

The customer may contact the card issuing bank immediately on noticing the loss so as
to enable the bank to block such card.

Is there any minimum and maximum cash withdrawal limit per day?
Yes, banks set limit for cash withdrawal for their customers. The cash withdrawal
limit for use at the ATM of the issuing bank is set by the bank during the issuance of
the card.
What should be done in case during the cash withdrawal process, cash is not
disbursed but the account gets debited for the amount?
The customer should lodge a complaint with the card issuing bank branch where
account is maintained. This process is applicable even if the transaction was carried
out at other banks ATM.

How many days maximum would the bank require to re-credit the account for
such wrong debits?
As per the EthSwitch dispute handling guidelines, the amounts wrongfully debited
tothe customers' accounts on account of failed ATM transactions are credited back
within a maximum period of two weeks, days from the date of receipt of the
customer’s complaint.

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Until when can customer use his/her Lion ATM card?

Customer can use ATM card as long as it has not reached its expiry date.
Are customers charged for any transaction at ATMs?
Yes, customers can be charged for transactions at ATMs as per prevailing procedure
by bank and Ethswitch.

What should be done to the ATM card when the card is expired?
The bank will prepare the replacement card before the expiration date, so customers are
required to go to account maintained branch to receive the new card. The expired card
should be destroyed.

What should be done to the ATM card if the account is closed?

Customer should destroy the card upon closure of account, cut it into four pieces
through the magnetic strip/chip before disposing it off.

What is Mini Statement?

A mini statement is a transaction record that displays up to the last 10 transactions.
To print a mini statement at the ATM, you must first enter your PIN. From the Select
Transactions screen, select Mini Statements.

From where the customer can get the contact numbers for lodging a complaint?
Branches are required to display short ATM user guide and the contact numbers of
concerned officers/call center numbers in the ATM premises.

How do customer replace damaged Lion Card?

If customers ATM card is not functioning properly or is damaged, he/she may order a
replacement card by filling card/PIN re-issue form from the branch where his/her
account maintained.

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