Worldline Ingenico Telium TETRA Desk/3500 User manual

Desk/3500
Telium TETRA

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Table of contents
Table of contents.......................................................................................................2
Introduction................................................................................................................6
Contents of box .........................................................................................................6
Overview of Desk/3500 .............................................................................................7
Keyboard details and functionality.............................................................................8
Switching ON / OFF terminal.....................................................................................8
Terminal Setup ..........................................................................................................9
Location of the Desk/3500.....................................................................................9
Operating Condition...............................................................................................9
Storage Conditions................................................................................................9
Terminal Connections............................................................................................9
R40 Paper Roll ........................................................................................................10
Installing a Paper Roll..........................................................................................11
Display/Icons ...........................................................................................................11
Terminal Operation Icons........................................................................................12
Terminal Header......................................................................................................12
Supervisor Functions...............................................................................................13
Supervisor Code (If configured) ..........................................................................13
Voice Referral Password (If configured)..............................................................14
Terminal Installation ................................................................................................14
Terminal Configuration ............................................................................................15
Card Reading ..........................................................................................................17
Chip Card ............................................................................................................17
Contactless Card.................................................................................................17
Magnetic Stripe Card...........................................................................................17
Transaction Selection..............................................................................................18
Additional Prompts ..............................................................................................19
CNP Transactions ...................................................................................................20

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Desk/3500 User Guide
Copyright© 2021 Ingenico
CNP Sale.............................................................................................................20
Force Transaction................................................................................................22
Customer Present Transaction Processing.............................................................23
Sale –Swiped Card.................................................................................................23
Sale –Inserted Card................................................................................................24
Sale –Contactless...................................................................................................25
Contactless High Value Payment (HVP) –Wallet Payments..................................26
Sale with Gratuity ....................................................................................................27
Refund.....................................................................................................................28
Refund with Gratuity................................................................................................29
Purchase with Cashback (PWCB)...........................................................................31
PWCB Swiped Card ............................................................................................31
PWCB Inserted Card...........................................................................................32
Cash Advance .........................................................................................................33
Cash Advance –Swipe Card ..............................................................................33
Cash Advance –Insert Card ...............................................................................34
Credit Customer ......................................................................................................35
Reversal ..................................................................................................................36
Pre-Authorisation (Pre-Auth)...................................................................................37
Insert/Swipe card.....................................................................................................37
Top-Up.....................................................................................................................38
Top-Up –Insert Card...........................................................................................38
Top-Up –Swipe Card..........................................................................................39
Completion ..............................................................................................................40
Completion - Swipe Card.....................................................................................40
Completion - Insert Card .....................................................................................41
Completion –No Show........................................................................................42
Completion –Additional Charges........................................................................44
Enter the Numbers from the Post Code..................................................................44
Account Verification.................................................................................................45

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Account Verification Swipe Card.........................................................................45
Account Verification Insert Card..........................................................................46
Sample Receipts .....................................................................................................47
End of Day Report...............................................................................................47
Not Authorised Receipts......................................................................................48
Cancelled Receipts..............................................................................................49
Waiter Setup Receipts.........................................................................................49
Gratuity (Verified by PIN) Receipts .....................................................................50
Gratuity (Verified by Signature) Receipts............................................................51
Sale (Verified by Signature) Receipts .................................................................51
Sale (Verified by PIN) Receipts...........................................................................52
Refund (Verified by Signature) Receipts.............................................................52
Self-Install Receipt...............................................................................................53
Application Menu.....................................................................................................54
Totals/Reports .........................................................................................................54
X-Totals / Z-Totals...............................................................................................55
Waiter Totals .......................................................................................................55
Sample X / Z Reports ..........................................................................................56
Waiter Totals Printout..........................................................................................57
End-of-Day-Banking............................................................................................58
Banking Totals Agree Printout.............................................................................59
Banking Totals Not Agreed Printout....................................................................60
Functions and Function Codes................................................................................61
Entering Supervisor Code ...................................................................................61
Function Codes ...................................................................................................61
Helpdesk Menu (Print Function Codes) ..............................................................62
Helpdesk Menu (Select Function) .......................................................................62
Function 40 Waiter Setup....................................................................................63
Function 30 Set Date and Time...........................................................................66
Supervisor Menu .................................................................................................67

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Network Setup.....................................................................................................68
Ethernet...............................................................................................................68
ADMIN.................................................................................................................72
Recommendations...................................................................................................76
Safety...................................................................................................................76
Security of the Terminal.......................................................................................78
Standards ............................................................................................................79
Troubleshooting...................................................................................................80
Notes: ......................................................................................................................81

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Introduction
Thank you for choosing an Ingenico payment terminal.
We recommend that you carefully read this user guide: It gives you the
necessary information about safety precautions, unpacking, installation, and
maintenance of your terminal.
This symbol indicates an important warning
This symbol indicates a piece of advice
Contents of box
The power supply unit provided for use with the Ingenico D3500
terminals is specific to the terminal. Do not use any other power
supply.
Desk/3500 terminal
with a paper roll
User Guide
Power Supply

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Overview of Desk/3500
The Desk 3500 is an Ethernet capable device and requires network access to
install.
Weight
(w\opaper roll or battery)
340g
Dimensions (L x w x h)
187 x 82 x 68 mm
Electrical mains network
100-240VAC / 50-60 Hz - Class II equipment
Terminal Connections
Power connector

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Keyboard details and functionality
Switching ON / OFF terminal
•To power on or power off the terminal connect or disconnect the power supply
Before using the terminal, always check the paper roll is present.
Some keys can have other functions depending on the
applications on the terminal.

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Terminal Setup
Location of the Desk/3500
Place the terminal on flat surface near an electric socket and near to an Ethernet
socket.
Place the terminal far from any very hot zones; protect it from vibrations, dust,
damp and electromagnetic radiation (computer screen, anti-theft barrier etc.).
Operating Condition
Ambient temperature
0°C to +40°C (32°F to 104°F)
Max relative humidity
85% non-condensing at +40°C (104°F)
Max altitude
2000m
Storage Conditions
Ambient temperature
-20°C to +55°C (-4°F to 131°F)
Max relative humidity
85% non-condensing at +40°C (104°F)
Terminal Connections
Power In
Ethernet

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Desk/3500 User Guide
Copyright© 2021 Ingenico
R40 Paper Roll
Main characteristics of Ingenico paper roll:
Colour
White
Width
58 mm
Diameter
40 mm
Length
Approximately 18 meters
The quality of the thermal paper can be deteriorated by poor storage conditions;
it is therefore recommended that the following are avoided:
•Storage in hot wet places (near air-conditioners, humidity above 85%)
•Exposure to sunlight or ultraviolet for long periods
•Contact with organic solvents (solvent type adhesives)
•Direct contact with materials containing plasticizers (PVC transparent folders
or envelopes)
•Direct contact with “diazo”papers
•Direct contact with water
•Rubbing or pressing the paper too strongly
For best performance, use only heat sensitised paper roll
approved by Ingenico.
The use of non-approved paper is likely to damage the printer

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Installing a Paper Roll
•Open the paper compartment by lifting the catch located at the rear of the
terminal and pull the cover to the rear of the terminal.
•Insert the paper roll in the
compartment following the directions shown in the picture
•Pull the paper up to the top of the terminal
•Hold the paper and close the lid
•Press simultaneously on both upper corners of the paper flap, as shown by
arrows on picture, until it clips into position
When a new paper roll is inserted, tear off the first length (one
complete turn) to avoid printing on the residue of the adhesive
tape
Display/Icons
Icons displayed on your terminals display will depend on your
terminal type
Time displayed in 24-hour format with long date format

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Terminal Operation Icons
The following images may be displayed along the bottom of your terminal display.
They are a reference to which physical buttons are active at that point in the
transaction.
This is the ‘Ok’ button and is used primarily to confirm or submit data for
verification during a ‘Transaction Processing’ or ‘Function Code’. It is also used to
select a highlighted item from a menu.
This is the ‘Cancel’ button which is used to delete all the data typed in
during a transaction, to cancel a transaction at specific times and in some admin
operations.
This is the ‘Clear’ button which; is used as a backspace button to delete
one character at a time. It is also used to confirm errors during a transaction.
Terminal Header
Note: When an icon is white, there is no connection. The Icon
will turn GREEN when a connection is made.
Date/Time icons are described in previous sections.
This is the Network Icon when the terminal is NOT connected to a
network via an Ethernet cable.

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Desk/3500 User Guide
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This is the Network Icon when a network cable IS inserted and a
connection is made to a network via an Ethernet cable.
Supervisor Functions
Supervisor Code (If configured)
Default Supervisor Code (Prior to the terminal being installed) is
0000
The ‘Supervisor Code’ is designed to limit access to the ‘Supervisor Functions’
configured for certain transaction types or access to certain ‘Functions’ and
‘Function Codes’ on the terminal to those who have access to the code.
Your terminal is shipped with an initial default code of 0000, however during the
‘Self-Install’ process you will be prompted to change it.
If you forget your code, please contact the Helpdesk who will be able to provide
you with a temporary code to allow you to reset it to a new value.
The following codes are not valid choices for your Supervisor
code:
Any sequential numeric code of four digits i.e. 1234, 4567 etc or
four digits the same i.e.1111, 3333, 9999 etc.
If you know your password but wish to change it, you may do this by accessing
‘Supervisor Code’in the ‘Supervisor Menu’, please refer to the section on
‘Functions and Function Codes’ later in this user guide.
If your terminal is lost or stolen, you should contact the terminal
Helpdesk immediately.
You are strongly advised to ensure that privileged access to your terminal
(including access to the ‘Supervisor Code’) is only granted to staff that have been
independently verified as being trustworthy.

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Voice Referral Password (If configured)
Default Referral Password is 0000
The ‘Referral Password’ is designed to prevent fraud during referred transactions.
If your terminal is configured for ‘Referral Password’, you will be prompted during
the ‘Self Install Process’ to create a password.
If you forget your password, you will have to contact the helpdesk and they will set
your terminal to reset the password back to ‘0000’.
Terminal Installation
Connect the equipment as described above. The following screens may be
displayed during the installation of your terminal. This is dependent on your
hardware and the software loaded onto your terminal:
Please ensure that you always leave your terminal
powered on and connected to the router in order
that it may receive any automatic updates
scheduled for it.

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Desk/3500 User Guide
Copyright© 2021 Ingenico
Terminal Configuration
Connect the equipment as described above. The following screens will be
displayed during the configuration of your terminal:
Various screens will
be briefly displayed
as the terminal
powers up.
Various file names will be displayed
before the terminal disconnects
from the configuration host.
Highlight Region
and press or
press to Cancel.
If prompted confirm
the date by
pressing if it is
correct, or type in
correct date and
then press .
Type in your
merchant number
(provided in your
supplier’s welcome
letter) and then
press .
If prompted confirm
the time by
pressing if it is
correct, or type in
the correct time and
then press .
The terminal will
contact the
configuration host.
If prompted confirm
the time by
pressing if it is
correct, or type in
the correct time and
then press .
Once a connection
has been made
various files will be
downloaded to the
terminal.
The terminal will
power cycle.

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Type in your
preferred
‘Supervisor Code’.
The terminal may
then contact any/all
acquirers for
verification. The
text ‘AUTH HOST’
will differ for each
Acquirer
Asterisks will
appear as you
type in the code.
Press to save
the code.
The terminal will
contact the
configuration
host.
Re-type your
new ‘Supervisor
Code’ and then
press to
confirm it.
The terminal will upload the status
of its applications and print a list of
card types that will be accepted.
Press to
acknowledge the
change.
Terminal will
return to the ‘Idle
Screen’ if
installation is
successful.

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Desk/3500 User Guide
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Card Reading
Chip Card
Insert the card horizontally into the terminal with the chip facing upwards.
Leave the card in position throughout the transaction.
Contactless Card
Bring the card firmly up to the active zone above the contactless logo located
on the paper trapdoor.
Keep the card close to the contactless logo during the transaction.
The 4 virtual LEDs will light sequentially
during the transaction and the terminal
will beep when the card is successfully
read.
Magnetic Stripe Card
The card can be read either from bottom to
top or from top to bottom, with the stripe
facing the terminal.
Use a regular movement to ensure a reliable
card reading.

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Transaction Selection
Sale transactions may be initiated from the ‘Idle Screen’ or from the ‘Transaction
Menu’.
All other transaction types can only be initiated from the ‘Transaction Menu’ screen.
This is the default ‘Idle Screen’ which, will be displayed once
the terminal has been installed successfully.
Start typing in a transaction amount to initiate a ‘Sale’
transaction.
The screen will change to the ‘Amount Entry’ screen as soon
as you start typing in the amount.
The icons displayed are dependent on the transaction
amount entered, press to confirm the amount. You may,
then be given the option to Present/Insert/Swipe the
cardholder’s card.
Alternatively, pressing will display the ‘Transaction Menu’.
Use the ▲▼ keys to select the transaction type. You may
need to scroll down the menu to view the required
transaction type.
There will be a scroll bar on the right-hand side of the screen if
there are more options available but not visible on the display.
Use the ▲▼ keys to scroll through the menu options

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Desk/3500 User Guide
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Additional Prompts
During transaction processing you may be requested to confirm any, or all, of the
following information. These will only be displayed after ‘Amount Entry’ and only if
your terminal has been configured for ‘Gratuity’:
Confirm Amount
This screen will be displayed after the transaction amount.
Add Gratuity
This screen will be displayed after:
You confirm the ‘Transaction Amount’.

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Desk/3500 User Guide
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CNP Transactions
This transaction type allows you to ‘Key Enter’ the customer’s card details for all
the supported transaction types for ‘Customer Not Present’ transactions or as a
fallback from a failed card read.
The following example is for a ‘Sale’ transaction.
CNP Sale
Press at the ‘Idle
Screen’ to display the
‘Transaction Menu’ and
Select ‘CNP’.
Start to type in the card
number and the screen
will change to:
Scroll through the menu
and highlight the
required option then
press to select it.
Type in the ‘Expiry
Date’ and then press
Press to clear all
digits or press to
clear one digit at a time
and type in new value.
Enter transaction
amount then press .
Or press to clear all
digits or press to
clear one digit at a time
and type in new value.
Type in the security
code from the back of
the cardholder’s card
and then press .
Depending on your configuration, you
may be asked to confirm the amount
or add a gratuity once has been
pressed.