Ingenico i5100 User manual

Dial-up
EFTPOS Merchant
Operating Guide

Phone Numbers
THE FOLLOWING HELP DESK’S AND AUTHORISATION CENTRE’S ARE AVAILABLE
TO YOU 24 HOURS A DAY, 7 DAYS A WEEK.
Bank of Melbourne Electronic Banking Service Centre
Service and Sales Support Help Desk
(including stationery orders).
1300 603 266
Touch© Help Desk
For General Touch©Enquiries. 1300 305 066
Authorisations - For Fall Back Purposes Only.
Cardlink Authorisation Centre
(credit cards only).
1300 301 831
EFTPOS Help Desk (debit cards only). 1300 603 266
American Express® Authorisations 1300 363 614
Diners Club® Authorisations 1800 331 112
JCB Authorisations 1300 363 614
Merchant details
Please complete the details below for your merchant facility.
Trading name:
Merchant number:
Terminal number(s):
Dial-up EFTPOS Merchant Operating Guide - May 2011
American Express® is a registered trademark of American Express Company.
Diners Club® is the registered trademark of Diners Club International Limited.
© Copyright Touch Networks

1
Dial-up EFTPOS Merchant Operating Guide – May 2011
1.0 Introduction 2
1.1 Merchant Responsibility
for Equipment and
Materials Provided 2
1.2 Cancellation of Facility 3
1.3 Damaged, Lost or Stolen
Equipment 3
1.4 Merchant Receipts 3
2.0 Getting Started 5
2.1 i5100 EFTPOS 5
2.2 Keyboard Layout 6
2.3 Connecting the Terminal 7
2.4 Printer and Paper Load
Function 9
3.0 Passwords and Codes 10
3.1 Refund password 10
3.2 Settlement password 10
3.3 Void password 10
3.4 Terminal password 10
3.5 User Management Code 11
4.0 Procedures 12
4.1 Inserting a Chip Card 12
4.2 Swiping a Magnetic
StripeCard 13
4.3 Operating Training Mode 13
4.4 Locking/Unlocking
Terminal Keyboard 14
5.0 Transaction Procedures 18
5.1 How to Process a Sale 16
5.2 How to Process a Cash
Only Transaction 22
5.3 How to Process a Refund 22
5.4 How to Void a Transaction 24
5.5 How to Process a
Sale with Tip 26
5.6 How to Process a
Tip Adjustment 28
5.7 How to Process Multiple
Tip Adjustments 32
5.8 How to Process a Mail/
Telephone Order/
e-Commerce transaction 33
5.9 How to Process a
Pre-Authorisation 36
5.10 How to Process
a Checkout 38
6.0 How to Operate
User Management
(Shift) Function 41
6.1 How to Activate/
Deactivate User
Management (Shi) mode 41
6.2 How to Set User ID’s 42
6.3 How to Start Shift 43
6.4 How to End Shift 43
7.0 Reporting Functions 45
7.1 How to Print Sub
Totals Report 45
7.2 Terminal Settlement 47
7.3 How to Reprint
Last Settlement 49
7.4 Tip Reporting 49
7.5 How to Print Tip Report 50
7.6 How to Reprint
Last Transaction 52
7.7 How to do a
Transaction Scroll 53
7.8 How to View
Specific Transaction 54
7.9 How to Reprint
Specific Transaction 55
7.10 How to Print
Transaction Log 55
8.0 Fall Back
Sales Procedures 57
8.1 Electronic Fall Back 57
8.2 Manual Fall Back 58
9.0 Interfaced EFTPOS 59
10.0 Minimising Fraud 60
10.1 CCV Security Codes 60
11.0 Trouble Shooting 62
11.1 Hardware Faults 62
11.2 Response Codes 63
12.0 Glossary 67
Contents page

2Dial-up EFTPOS Merchant Operating Guide – May 2011
1.0 Introduction
The Ingenico EFTPOS terminal enables online transactions to be processed for
Debit Cards (Savings and Cheque accounts), Credit Cards (Visa and MasterCard®)
and Charge Cards (American Express®, Diners Club® and JCB). To accept Charge
Card transactions please contact the Charge Card provider.
The features of the EFTPOS terminal include:
•Process Purchases
•Process Refunds
•Process Voids
•Process Mail/Telephone Order Transactions
•Process Cash Out Transactions for Debit Cards
•Process Pre-Authorisation and Checkout Transactions
•Process Tips
•Shift Management and Reporting
•Tip Management and Reporting
1.1 Merchant Responsibility for Equipment and Materials Provided
Imprinters, terminals, any other hardware or equipment and any unused
stationery and promotional materials supplied by the Bank, remain the property
of the Bank.
•You must not sell, assign or in any way encumber them.
•You shall not part with possession of them to a third party or give access
to a third party.
•You must ensure that the terminals are covered by your business
or contents insurance.
Terminals must not be relocated without prior authorisation.
Terminals must be located where customers can use the pinpad without the risk
of other people seeing them key in their PIN.
MasterCard® is a registered trademark of MasterCard International Incorporated.

3
Dial-up EFTPOS Merchant Operating Guide – May 2011
1.2 Cancellation of Facility
If your merchant facility is cancelled for any reason, this equipment and
materials must be returned to us. To make arrangements for return call the
EFTPOS Helpdesk on 1300 603 266. You must ensure that all equipment and
materials are available to be returned within ive business days of our request.
Fees and charges will continue to be incurred until the equipment is returned to
the bank as instructed.
1.3 Damaged, Lost or Stolen Equipment
You are responsible for your equipment. If equipment is damaged, lost or stolen,
you will be charged for their replacement.
1.4 Merchant Receipts
You must retain all merchant receipts printed in a secure manner for
reconciliation and in case of terminal failure.
You must provide the customer with a receipt unless he or she
requests otherwise.
1.5 EFTPOS Stationery
All items of stationery relating to your EFTPOS terminal and fall back procedures
can be ordered by phone or online on the internet.
Please place your orders before running your stocks too low. Orders will
be delivered to you within ive business days.
There are no additional fees for stationery supplies.
Ordering Stationery Online
Log on to http://www.bankofmelbourne.com.au/business/payment-solutions
to order stationery online. Select ‘Order Merchant Stationery’ from the menu
on the left of the page, which will direct you to the stationery order page on the
Bank of Melbourne website and enter the following details:
* Merchant Number (MID)
* Trading Address Postcode
then:
* Select your stationery items and quantities and follow the prompts.

4Dial-up EFTPOS Merchant Operating Guide – May 2011
Ordering Stationery By Phone
Call the EFTPOS Helpdesk on 1300 603 266 (available 24/7). Follow the prompts
and use your phone keypad to enter the following details:
* Select your stationery items and quantities
then:
* Merchant Number (MID)
* Trading Address Postcode

5
Dial-up EFTPOS Merchant Operating Guide – May 2011
2.0 Getting Started
2.1 i5100 EFTPOS
The i5100 EFTPOS terminal is a complete unit that includes a terminal, a detachable
power supply and a telephone cable. The terminal also operates as a PIN Pad for
the customer and has an internal thermal printer for fast, quiet printing.

6Dial-up EFTPOS Merchant Operating Guide – May 2011
2.2 Keyboard Layout
Account keys: The CHQ (Cheque), SAV (Savings) and CR (Credit) keys (also
referred to as Soft Function Keys) allow the user to access the
particular account type required when prompted. These keys are
also used to access the terminal function menus.
Paper feed: The FEED key performs a 20mm paper feed.
Cancel key: The CANCEL key is used to cancel the current function and return
the terminal to the idle state.
Clear key: The CLEAR key is used to correct any invalid data entered. It is also
used to cycle backwards through the transaction steps if an error is
made.
Enter key: The ENTER key is used to conirm data entered or displayed, and to
cycle forwards through the menus. It is also used to Power on the
terminal.
Function Key: The FUNCTION key is used to access the terminal functions.
Function key
Paper Feed Key
CHQ/SAV
(Soft Function Keys)
CREDIT
(Soft Function Key)
Cancel Key
Clear Key
Enter Key
3
def
6
mno
9
wxy
2
abc
5
jkl
8
tuv
1
Q Z
4
ghi
7
pqr
Cancel
Clear
E
N
T
E
R
0
Func
Feed
CHQSAV CR

7
Dial-up EFTPOS Merchant Operating Guide – May 2011
2.3 Connecting the Terminal
Power Socket
Telephone Line
(RJ12)
COM Port 1
(RJ12)
COM Port 2
(RJ12)
Ethernet Socket
(RJ45)
Cable Management Clip
Plug It

8Dial-up EFTPOS Merchant Operating Guide – May 2011
1. Place the terminal on a clear, lat surface close to an electrical socket and
telephone socket. The connectors are located on the underneath of the terminal
as shown.
2. Plug the RJ12 phone connector on the curly end of the Y powered curly cord into
the socket marked .
3. Plug the opposite end of the RJ12 curly cord into the telephone cable adaptor,
which inserts into the telephone wall socket.
4. Plug the DC connector on the curly end of the Y powered curly cord into the
terminal’s power socket.
5. Plug the opposite ends DC connector into the terminal power supply.
6. Connect the power cord to the terminal power supply and then into a mains
power outlet.
Y Powered Curly Cord
CAB321359b
Power Cord
CAB0092
Terminal Connections
ALI0142
Plug It