functional specification document

8/11/2019 Functional Specification Document

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ASPECTPROFESSIONAL SERVICES

KARUR VYSYA BANK LIMITED

CHENNAI

FUNCTIONALSPECIFICATIONDOCUMENT

Version 2.1

Jan 7, 2013


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Version History:

Version Name Date Description

1.0 Kannan / Rajesh Nov 05, 2012 Document created

1.1 Satyasai Nanda Nov 08, 2012 Reviewed

1.2 Kannan/Rajesh Nov 09, 2012 System Architecture, Database structure updated

1.3 Kannan/Rajesh Nov 15, 2012 Backup plan, Database structure, Tables, Limitations updated.

1.4 Kannan/Rajesh Nov 15, 2012 Assumptions, Limitations updated.

1.5 Kartik Dash Nov 16, 2012 Database Structure( Tables) , Backup and recovery planning

1.6 Satyasai Nanda Nov 19, 2012 Reviewed

1.7 Arun Prakash Nov 22,2012 Review of Document

1.8 Rajesh Dec 30, 2012 Updated the document as per customer feedback

1.9 Kannan Dec 31, 2012 Change in Database structure.2.0 Kannan Jan 2,2013 Change in IVR flow and Database structure.

2.1 Kannan Jan 7,2013 Change in IVR flow and Database structure, ISO Response

Message

References:

SOW_KVB_IVR_CBS Integration_TPIN_TicketingModule_ATOM PG_14 Aug 2012_v1.7


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Table of Contents

Table of Contents ........................................................................................................................................................... 3

1. Introduction .................................................................................................................................................... 7

1.1. Purpose of the Document .................................................................................................................................... 7

1.2. Scope ................................................................................................................................................................... 7

1.2.1 Specific Inclusions ...................................................................................................................... 7

2. System Architecture ........................................................................................................................................ 9

3. Unit/Module Descriptions ............................................................................................................................. 11

3.1. Custom IVR Module ........................................................................................................................................... 11

3.1.1 Functional Requirement .......................................................................................................... 11

3.1.2 Solution Approach ................................................................................................................... 12

3.1.3 Break in IVR .............................................................................................................................. 18

3.2. Custom TPIN Module ......................................................................................................................................... 18



3.3. OTP Generation ................................................................................................................................................. 20



3.4. Custom Ticketing Module .................................................................................................................................. 21



3.5 Flex cube Integration ......................................................................................................................................... 23



3.6 ATOM Payment Gateway Integration ................................................................................................................ 23

3.7 Custom IVR Module ........................................................................................................................................... 24


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3.8 Custom TPIN Module ......................................................................................................................................... 24

3.9 OTP Generation ................................................................................................................................................. 24

3.10 Custom Ticketing Module .................................................................................................................................. 24



4. Limitations and Caveats ................................................................................................................................. 25

4.1 Custom IVR Module ........................................................................................................................................... 25

4.2 Custom TPIN Module ......................................................................................................................................... 25

4.3 OTP Generation ................................................................................................................................................. 25

4.4 Custom Ticketing Module .................................................................................................................................. 26



5. Backup and Recovery Planning ...................................................................................................................... 27

5.1 Failure of Services and Intimation ...................................................................................................................... 27

5.2 Backup Plan for Service and Data Recovery ....................................................................................................... 27

6. Annexure ....................................................................................................................................................... 29

6.1 Database Structure ............................................................................................................................................ 29

6.2 Database Tables:................................................................................................................................................ 29

6.2.1 Table Name: tblCustomer ........................................................................................................ 29

6.2.2 Table Name: tblAccount .......................................................................................................... 29

6.2.3 Table Name: tblTPINMaster..................................................................................................... 30

6.2.4 Table Name: tblTPINActivity .................................................................................................... 30

6.2.5 Table Name: tblIVRReport ....................................................................................................... 30

6.2.6 Table Name: tblService ............................................................................................................ 31

6.2.7 Table Name: tblMobileBanking ............................................................................................... 31


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6.2.8 Table Name: tblInternetBanking .............................................................................................. 32

6.2.9 Table Name: tblDebitCardRequest .......................................................................................... 32

6.2.10 Table Name: tblChequebookRequest ...................................................................................... 33

6.2.11 Table Name: tblTransaction ..................................................................................................... 33

Table is used to store transactions requested from IVR .......................................................................... 33

6.2.12 Table Name: tblFundTransfer .................................................................................................. 34

Table is used to store fund transfer transaction amount of the Customer. IVR will

up da te the tab le . ................................................................................................................................. 34

6.2.13 Table Name: tblFTLimit ............................................................................................................ 34

Table is used to store fund transfer amount limit per day. Customer will update the

tab le . ...................................................................................................................................................... 34

6.2.14 Table Name: tblTicketing ......................................................................................................... 34

Table i s used to sto re co mplain ts re quest ed by t he Cust omer calle d thr ough I VR. .......... 34

6.2.15 Table Name: tblTicketDetail..................................................................................................... 35

Table is used to store complaint history. ................................................................................................. 35

6.2.16 Table Name: tblComplaintCategory ........................................................................................ 35

Table is u sed to stor e c ompla int cate gory . Ba nk will update the infor matio n. .................. 35

6.2.17 Table Name: tblProductType ................................................................................................... 35

Tab le i s us ed to sto re pro duct type . Ba nk wil l up date t he i nformati on. .............................. 35

6.2.18 Table Name: tblFeedback ........................................................................................................ 35

Table i s u se d t o stor e t he fe ed bac k o f t he IVR Customer . ....................................................... 35

6.3 IVR Call Flow ...................................................................................................................................................... 37

6.4 Message A: ISO Message Formats ...................................................................................................................... 47

6.4.1 Logon Request Message .......................................................................................................... 47

6.4.2 Logon Response Message ........................................................................................................ 47

6.4.3 Logoff Request Message .......................................................................................................... 47

6.4.4 Logoff Response Message ........................................................................................................ 48

6.4.5 Echo Request Message ............................................................................................................ 48

6.4.6 Echo Response Message .......................................................................................................... 48


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6.4.7 Balance Enquiry Request Message .......................................................................................... 49

6.4.8 Balance Enquiry Response Message ........................................................................................ 50

6.4.9 Mini Statement Request Message ........................................................................................... 52

6.4.10 Mini Statement Response Message ......................................................................................... 53

6.4.11 Cheque Status Request Message ............................................................................................. 55

6.4.12 Cheque Status Response Message .......................................................................................... 56

6.4.13 Stop Cheque Request Message ............................................................................................... 58

6.4.14 Stop Cheque Response Message ............................................................................................. 59

6.4.15 Fund Transfer (With in KVB) Request Message: ...................................................................... 61

6.4.16 Fund Transfer (With in KVB) Response Message: .................................................................... 63

6.4.17 Fund Transfer Reversal (With in KVB) Request Message: ....................................................... 65

6.4.18 Fund Transfer Reversal (With in KVB) Response Message: ..................................................... 67

6.5 Web service function, Method and Field Description ......................................................................................... 70

6.5.1 Fund Transfer with other Bank customers .............................................................................. 70

6.6 RSA On-Demand Authentication Web Service Request Response ...................................................................... 71

7. General Assumptions and Caveats ................................................................................................................. 73

8.

Agreement of the Parties ............................................................................................................................... 75

9. Abbreviations ................................................................................................................................................ 76

10. AppendixA Hardware & Software Specification ......................................................................................... 77

10.1 Server Specifications (3 Nos) ............................................................................................................................. 77

10.2 Database Specifications ..................................................................................................................................... 77


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1.

Introduction

1.1. Purpose of the Document

The intent of this document is to brief the functional details for Karur Vysya Bank Customization project.

The major components of this project are as follows

1. Custom IVR Module

2. TPIN Module

3. Ticketing Module4. ATOM Integration for TPIN Validation.

1.2. Scope

The scope of this project is to design, develop, deploy and deliver the custom applications requirements for

Karur Vysya Bank.

1.2.1Specific Inclusions

1. IVR will be having OTP as a 2ndauthentication factor for TPIN, Fund transfer and Stop Cheque.

2. ISO message to be incorporated for all services except funds transfer to other banks.3. Fund transfer from KVB customers to other bank customers is included.

4. Funds transfer reversal will be done, if there is no response found for fund transfer request after a

specific second (timeout). It is a configurable time seconds.

5. Customer has to update the failure response time out of Fund transfer.

6. Aspect will keep track of total funds transferred within a day and do all validations

7. Debit Card Hot listing (blocking), ATM PIN change, Issue of New (Replaced of Debit Card), Status of

ATM PIN change request, Status of Request (Issue/replacement of Debit Card) will be part of the

ATM module.

8. Internet Banking will have the following options like Request to Unlock User Id, Login password

reset and transaction password reset instead of transferring to Customer Service Representative

(CSR).

9. Mobile Banking will have the following options like Request for registration of mobile banking

(Mpay), Application password reset and MPIN reset instead of transferring to Customer Service

Representative (CSR).


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10. Complaint number generated from ticketing module has to be sent through Email for customers

who have a valid email address.


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2. System Architecture

The below system architecture illustrates the overall functionality of the custom applications.

Hook DLL

RSA OTP Server

M3 Server IIS Server Flex Cube Core Bank

DataBase

TA Server

Request

Ticketing Server (IIS Server)

Agents

Flex Cube Core

Bank

Request

Response

Agent Desktop Agent Desktop

Response

OTP

Utility Library ( Voice File

Generator )

WEB SERVICE

WCF LIBRARY


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1. The major components in the System Architecture are:-

Aspect Unified IP M3 (IVR) Server

o Hook DLL

o Utility Library

Aspect Flex Cube Service

TA server

Ticketing Server(IIS Server)

3rdParty System

o Database Server (Oracle 11g)

o RSA OTP server

o Flex Cube Core Bank

2. Customer call will land in the Aspect Unified IP M3 Server.

3. M3 server will play the IVR to the customer.

4. TA server will contain the entire voice file which needs to be played in IVR.

5. Utility Library inside the M3 server is used to create a dynamic voice files in TA Server for Balance

enquiry and Last 3 transactions.

6. All the Customer requests are sent to Flex Cube core bank through Aspect Flex Cube web Service.

7. M3 sends the request to Aspect Flex Cube web service by using Web invoke Method.

8. Web invoke Method sends the request to aspect flex cube web service which will send the request

to flex cube core bank for a response.9. The response from flex cube core bank is passed to Aspect Flex cube Service which will sent it to

M3.

10.M3 response to the Customer.

11. If the Customer wants to generate OTP, m3 will send the request to the RSA OTP server. OTP server

will process the request and send One Time Password to the Customer through SMS or EMAIL.

12. If the mobile number started with country code (+91) is available in the customer table, Hook DLL

will request for SMS to OTP Server.

13. If the mobile number does not start with country code (+91) and Email address is available in the

customer table, Hook DLL will request for Email to OTP Server.

14. If the Call is transferred to the Agents from the IVR, Agent can generate the ticket through TicketingModule application which will run in the Agent desktop.

15.Ticketing application will generate a compliant number and sends the complaint details to the

Customer through Email if email address is available.


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3. Unit/Module Descriptions

3.1.

Custom IVR Module

3.1.1 Functional Requirement

1. The IVR call flow supports customer in -English, Malayalam, Hindi, Tamil, Telugu, Kannada and it

required to have Welcome Message, Main Menu and Specific Self-Services Menu.

2. Customer has an option to speak to a Customer Support Representative (CSR) in case of any clarity

in the language menu.

3. IVR will provide the Customer to choose the preferred language.

4. The Main Menu should have the following options

Banking Services

Debit Card Internet Banking

Mobile Banking

Change TPIN

5. Customer should have the option to speak to CSR to know the status of ATM pin/New Debit card

requests.

6. Customer should have the option to change his default account in case he has more than one

account.

7. Self Service menu should contain the following options

Balance Enquiry

Last 3 transaction

Cheque Status

Cheque Book request

Stop Cheque

Fund Transfer within same KVB customer

Fund Transfer within other KVB customer

Fund Transfer with other Bank Customer


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3.1.2Solution Approach

1. Customer will be given an option to choose banking menu or to speak to a Customer Support


2. If Customer selects Banking Menu he will be prompted for Language selection.

3. If Customer likes to speak to a CSR he will be given an option to choose his preferred language

before speaking to the CSR.

4. The language sequence will be English, Tamil and Other languages.

5. The other language sequence will be Telugu, Hindi, Kannada and Malayalam.

Welcome Message

The default Welcome message will be in Englishlanguage for all customers.

Language selection

New Customer

1. First Time Preferred language will be English.

2. IVR will provide an option to the Customer to choose his Preferred Language.

3. Customer can choose his preferred language out of 6 available languages.

4. If the Customer does not set his Preferred Language the default language will be English.

5. When a call comes from a non-registered mobile or Landline, the IVR will ask for select preferred

language. Change the preferred language will not be available.

Existing Customer

1. After welcome message, IVR will play menu options as per the preferred language set by the

Customer.

2. Customer has the option to change his preferred language of his choice from the 6 languages

available.

3.1.2.1 Main Menu

Debit Card Menu

Debit Card menu is utilized by the Customer to give requests related to their Debit card.

In Debit Card menu the Customer can do the following operations

Debit card Hot listing (Blocking).

Request for Issuing New Debit Card


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Request for Replacement of Debit card.

Request for New ATM pin Generation.

Status of Request (issue / replacement of debit card).

Debit Card Hot listing

If the Customer enters into the Debit card Hot listing (Blocking) menu then the call will be

transferred to CSR.

Agent will Block the Debit Card by verifying customer details and inform the status to the

customer.

Request for Issuing New Debit Card

Customer Requests like Issuing New Debit Card are accepted in IVR and the information is

logged in the tblDebitCard table. Bank will process the request.

Request for Replacement of Debit card

Customer Requests like Replacement of Debit Card are accepted in IVR and the information

is logged in the tblDebitCard table. Bank will process the request.

Request for new ATM pin

The request from the customer for new ATM pin is logged in the tblDebitCard table. Bank

will process the request.

If the Customer wants to know Status (pending/processing/completed) of the above requests the

call will be transferred to CSR.

Internet Banking Menu

In Internet Banking menu the Customer can do the following operations.

Request for unlocking User ID.

Reset Internet Banking Password.

Reset Transaction Password.

1. If the Customer wants to unlock his Internet Banking User ID then the request is taken by the IVR

and updated in the database. Bank will process the request.2. Customer requests for Resetting Internet Banking password and transaction Password are inserted

into tblInternetBanking table. The requests are processed by the bank.


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Mobile Banking

Mobile banking menu helps the customer to register the MPAY application and reset their mobile

banking passwords.In Mobile banking Menu, Customer can Request the following

Registration for Mobile banking (MPAY).

Reset of Application Password.

Reset of MPIN.

1. If the customer selects MPAY registration, the request is inserted into the tblMobilebanking table.

The requests are processed by the Bank. Customer will receive two SMS after bank process the

requests. One SMS will contain MPAY application download URL and the second message will

contain application password and MPIN.2. Customer can request to reset the Mobile Banking application password and MPIN in Mobile

banking Menu.

3. If the customer selects Application password reset/MPIN reset, the request is inserted into the

tblMobilebanking table. The request is processed by the Bank.

Change TPIN

1. Authenticated User can directly change their existing TPIN in Main Services menu.

2. IVR will prompt the Customer to enter the new TPIN twice.

3. If both entries match then New TPIN is encrypted and updated into the tblTPINMaster table.

3.1.2.2 Banking Services Menu

Change Default Account

1. Customer who has more than one account can change his default account.

2. tblCustomer table will contain the list of accounts associated with the single customer.

3. If the customer wants to change the Default account, IVR will prompt the customer to enter the

last 5 digit of the Account number.

4. The account number is verified in database. If it is a valid account number then IVR will update the

Default account number into the tblCustomer table.


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3.1.2.3 Self-Services Menu

Balance Enquiry

New Customer

1. First Account number will be the default account number to play the account balance information.

2. The Net available balance received from core bank will be played to the customer.

Existing Customer

1. Customer will get default account balance when entering into the self-service menu.

2. Middle Tier application send Balance enquiry request to Flex cube Core bank and will receive the

Balance. IVR will play Net available Balance to Customer.

3. If the Customer has multiple accounts, IVR will prompt the Customer to enter last 5 digits ofaccount number. The entered account number will be validated in the database and if it is a valid

account number IVR will send the request to core bank and will play the Account balance to

Customer.

Last 3 Transactions

1. Last 3 transactions option will play the Customers last 3 transactions of default account.

2. Middle tier application will send Last 3 transaction to the flex cube core banking and will receive

the last 3 transactions.

3. Last 3 transaction information is created and combined as a voice file and the output is played tothe customer.

Cheque Status

1. Cheque status menu is used to know the status of the Cheque issued by the KVB Customer.

2. Customer will input the 1 to 6 digit Cheque number in IVR.

3. IVR will send the request to the Core banking system and will receive the status of the Cheque.

4. This information is played out in IVR to Customer.

General Technical details for stop Cheque

1. IVR will receive the following Cheque Status.

Stopped

Lost

Unused


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Paid

Destroyed

Cautioned Cheque

Reject

2. Length of the cheque number is 1 to 6 digits.

Cheque Book Request

1. Customer can give their request to issue a new Cheque Book through the IVR.

2. Customer has to provide his/her Customer ID which will be validated in the database before

accepting the cheque book request.

3. If he/she is a valid Customer, request for Cheque book will be inserted into the

tblChequeBookRequest table.

4. Once request is successful request success message will be played to requester.

General Technical details for Cheque book request

1. The following information is stored in the database for cheque book request

Customer ID

Cheque book status

Date Time stamp

Stop Cheque

1. Stop Cheque menu helps the Customer to stop their Cheque issued by the customer.

2. Menu requires OTP Verification before stop the Cheque.

3. Customer has to enter his OTP if he already has an OTP.

4. If customer does not have an OTP then he/she has to request for an OTP to stop cheque.

5. If the Customer is authenticated using OTP then IVR will prompt the customer to enter 1 to 6 digits

Cheque number.

6. After an invalid entry of OTP, another OTP is regenerated and sent to the registered mobile no. of

the customer. Maximum 2 tries allowed to the IVR Customer.7. IVR will send Stop cheque request to the flex cube core bank through Middle Tier application.

8. IVR will play the stop cheque status message to the customer as per the response code sent from

core bank.

Fund transfer within KVB


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1. This menu helps the bank customer to transfer the fund between the same user with different

account number and between the different customers inside the KVB.

2. OTP authentication required to transfer the fund.3. Customer has to enter his OTP if he already has an OTP.

4. If customer does not have an OTP then he has to request for an OTP to do fund transfer.

5. If the Customer is authenticated using OTP then he/she can transfer the fund to another KVB

account.

6. After an invalid entry of OTP, another OTP is regenerated and sent to the registered mobile no. of

the customer. Maximum 2 tries allowed to the IVR Customer.

7. If the Customer has more than one account then he can transfer between his different account and

also transfer to other customer account.

8. Confirm, Modify and Cancel option is given to customer before sending the Fund transfer request

to the core bank.

9. Aspect will keep track of total funds transferred within a day and do all validations.

10.Fund Transfer reversal is required with there is no response from the Core bank after the

Configurable time seconds.

11.Fund Transfer limit per customer is Rs.50,000. It should be configurable.

12.Customer will be responsible to change amount of transaction per day.

Fund transfer with other Bank customers

1. This menu helps the Customer to transfer the fund from KVB customer to other bank to other bank

customer account.2. It will happen through Interbank Mobile Payment Service (IMPS).

3. Fund transfer requires 7 digits MMID (Mobile Money Identifier) to transfer the fund between

interbank customers.

4. This interbank fund transfer require OTP authentication to Transfer fund.

5. Customer has to enter his OTP if he already has an OTP.

6. If customer does not have an OTP then he has to request for an OTP to initiate fund transfer.

7. After an invalid entry of OTP for the first time, another OTP is regenerated and sent to the

registered mobile no. of the customer.

8. If the Customer is authenticated through OTP then IVR will prompt the customer to enter the

MMID, Registered Mobile number and Amount.9. Need to give Option to Confirm, Modify and Cancel Option to customer before sending the Fund

transfer request.

10.The request is sent through the web service and the response status is played back to the

customer.


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General Technical details for Fund Transfer

1. Fund Transfer limit per day is Rs 50,000 per customer. It is a configurable amount.2. There is no limit on number of transactions per day.

3. Timeout duration for fund transfer outside KVB is 30 seconds.

4. Fund transfer reversal will be done if required.

5. Aspect will keep track of total funds transferred within a day and do all validations.

3.1.2.4 Global Prompt

1. To go to Main menuPress 8

2. To go to previous menuPress 7

3. To RepeatPress *

4. To Transfer CSRPress 9

3.1.3 Break in IVR

There are four break in required in Custom IVR module.

1. Customer ID BreakIN. (In Case of Wrong Customer ID)

2. TPIN BreakIN. ( In Case of Wrong TPIN for New TPIN)

3. Main Menu BreakIN. (As per the request of IVR Customer)

4. FeedBack BreakIN. (In case of Feedback from Customer)

3.2. Custom TPIN Module


1. New customer has to undergo OTP verification and Agent verification to enter his new TPIN.

2. Break in service required for New Customer Registration.

3. Customer will be transferred to Agent. Agent will verify the customer. After satisfying the details,

agent will transfer the customer to Custom IVR node Enter the New TPIN. The customer will

enter TPIN and registration will happen.

4. Another Break in service required, if the Customer entered the wrong Customer ID. Agent will

verify all the details and give the Customer ID and transfer the call to IVR to enter customer ID.

5. For existing customers forgetting their TPIN, call will be transferred to CSR.6. History of TPIN change to be maintained and New TPIN should not be from last 3 TPIN.


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New Customer

1. IVR will prompt the Customer to enter his Customer ID.

2. If he/she is a valid customer, IVR will check for OTP Authentication.

3. If Customer has a OTP

He would be prompted to enter his OTP and registered Mobile number.

After validation of OTP and Mobile number he would be prompted to enter and re-enter his new

TPIN.

Generated TPIN is stored in a database along with the Customer ID and play success message to

customer.

4. If Customer doesnt have a OTP He has to Register, Generate and Enter the OTP to create new TPIN.

Customer must have a registered mobile number to generate OTP.

Existing Customer

1. Customer has to enter his Customer ID and TPIN for Authentication.

General Technical details for TPIN Module

1. If the existing customer forgets his TPIN then the call will be transferred to the Customer Support


2. TPIN will be Encrypted using Triple DES algorithm and stored in database.

3. The encrypted TPIN is stored in TPIN master database along with the following details

Customer ID

Encrypted TPIN

Date and Time stamp

Count of TPIN change

4. If the customer does not have a registered mobile number he cannot be registered for OTP.

5. If Customer enters wrong TPIN for 3 times, IVR will transfer the call to CSR.6. If Customer does not enter any input in the specified time, after 3 chances, IVR will transfer the call

to CSR.


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7. Customer will be redirected to Agent. Different parameters will be verified by the agent. After

satisfying the details, agent will directly transfer the customer to feed the TPIN node. The

customer will enter TPIN and registration will happen.

3.3.

OTP Generation


1. OTP validation is required for all financial transactions.

2. IVR call flow should have OTP validation in

Welcome and Main MenuAfter checking TPIN Availability

Main MenuOption 6 to generate OTP

Self Service Banking MenuOption 5 fund Transfer within KVB, Option 6 fund transfer with

other bank customer.

Stop Cheque.


1. Customer ID and Registered Mobile Number are required to Register OTP.

2. If registration is successful then OTP is generated to the customer through RSA server.

3. RSA server will send the OTP to Registered Mobile Number or email.

4. If the Customer wants to validate the OTP we need to send the Validation request. If it is a correct

OTP then RSA will send the success message.

5. List of function with RSA server.

Registration of OTP

Generation of OTP

Validation of OTP

6. For International customers, OTP will be sent through EMAIL.

7. International Customers are identified by checking the tblCustomer table where the registered

mobile number doesnt start with 91.

8. OTP generation is done in a real time basis and is generated within 10 secs as confirmed by KVB.

9. OTP length is 8 digits as per the customer.

10.While OTP generation if we got failure response like Customer is not registered then we need to

send the Register OTP request to RSA server then need to send OTP generation Request.

11. If the OTP entered by the Customer is wrong then we need to regenerate the OTP again.

12.Maximum 2 try need to give the customer for OTP Verification. After that the call should transfer to

CSR.


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M3 Server

OTP Registeration

OTP Generation

OTP Verification

RSA OTP Server

WSDL Response

WSDL Request

SMS/Em

ail

User

OTP

OTPVerification

3.4.

Custom Ticketing Module


1. This is proposed to be an intranet based web application.

2. Customer is looking for ticketing module to register complaints from their customers.

3. The ticketing module should have an option to export the booked complaints in to an excel sheet.


1. Custom Ticketing Module will be developed thin client application.

2. The application will have two modulesAgent and Supervisor

AgentCreate, Update and Search tickets

SupervisorSearch, Update and Export tickets in an excel format.

3. The ticket details exported in excel sheet should contain the following fields


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Date

Complaint ID

Customer Name

Customer ID

Complaint Category

Product Type

Agent ID

Status and CommentsComplaint registered/Complaint resolution in progress/Complaint

closed.

4. Agent will be copying the Customer ID from the Agent Pop-up screen and paste it in the search field

available in Custom Ticketing Module. This operation will provide the agent with all the necessary

details of the customer for validation.

5. The following are the search criteria to be present in Custom Ticketing Module

Complaint ID (Compulsory)

Customer ID (Optional)

Customer Name (Optional)

Account No (Optional)

Debit Card No (Optional)

6. The following information will be available to the agent when he performs search criteria.

Customer ID

Complaint ID

Debit Card No

Mobile Number

Complaint status

Agent ID

7. Agent can authenticate the customer with the above information if the customer is not able to

provide a Complaint ID.

8. After booking the complaint, the Complaint ID along with a message (Message format to be

provided by the customer) should be sent to the Customer Email ID if available in the database.


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3.5 Flex cube Integration


1. The following are the menus in IVR script that will be using the Flex cube Integration. Customer is

having the below mentioned integration formats.

Last 3 TransactionsISO format

Cheque StatusISO format

Balance EnquiryISO format

Stop ChequeISO format

Fund Transfer

o within KVB for same customerISO format

o within KVB for different customerISO format

o Fund Transfer Reversal with in KVBISO format

o From KVB to other bank customersWeb Service


1. After discussion we have decided to use following integration

Last 3 TransactionsISO format

Cheque StatusISO format

Stop ChequeISO format

Fund Transfer

o within KVB for same customerISO format

o within KVB for different customerISO format

o Fund Transfer Reversal with in KVBISO format

o From KVB to other bank customersWeb Service

Balance EnquiryISO format

3.6

ATOM Payment Gateway Integration

TPIN validation should be done by the ATOM using the IVR TPIN only.


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Aspect will create a web service to check the TPIN Validation for ATOM.

3.7

Custom IVR Module

1. The IVR call flow will be developed for Aspect Unified IP 7.x system.

2. Customer will provide the required voice files in all languages for the IVR call flow.

3. The voice files should contain the Recorded Voice Files along with the Voice Text.

4. All voice files should be in format 8-KHz, 16-Bit, MONO ADPCM VOX.

3.8 Custom TPIN Module

1. Customer ID and TPIN will be stored in TPIN Master Table.

2. Oracle 11g Database will be used.

3. Aspect will provide the required table structure to store customer data.

4. Customer will be responsible for keeping the tblCustomer table updated.

5. TPIN will be stored in encrypted format (Triple DES) in the database.

3.9

OTP Generation

1. OTP is generated by the RSA server.

2. First Time customer need to register with the RSA OTP Server.

3. There is no limitation to generate OTP for the customers

4. It is expected the RSA server will respond the request within 10 seconds

3.10

Custom Ticketing Module

1. Agent will be provided with the facility to search a customer on Customer Id, Account Number and

registered mobile number.

2. There will be screens to register a complaint, update complaint status, delete complaints (soft

delete) and view date wise complaint report.

3. The application will use Aspect Security portal to authenticate users.

4. If the customer has an Email the complaint/suggestion number will be sent through Email.

5. Customer team will provide the SMTP details, necessary privileges and the format of the Email to

be sent to the customer.

3.11

Flex cube Integration

1. Customer provided ISO messages and web services will be used for developing applications.


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3.12ATOM Payment Gateway Integration

TPIN validation should be done by the ATOM using the IVR TPIN only.

Aspect will develop web service to check the TPIN Validation for ATOM.

ATOM will provide input Customer ID, TPIN and Security Key to Web Service for

authentication.

If it is a valid customer, web service will return the valid response code. Response Code 1 -

Success and 0 - Fail.

4. Limitations and Caveats

4.1

Custom IVR Module

1. Custom IVR Module will be developed as per the IVR call flow.

2. Customer will create the custom database (which will be used by IVR) and maintain it.

3. Customer will keep the banking customer information updated in the custom database.

4. Customer has to provide necessary privileges to update the custom database.

4.2

Custom TPIN Module

1. For generating new TPIN Customer must have a registered mobile number to generate OTP.

2. Customer will not be able to generate new TPIN is there is no response from OTP server.

3. History of TPIN change to be maintained and last 3 TPIN should not be allowed.

4.3 OTP Generation

1. The OTP format shared by Customer will be used for any Customized development. In case of any

discrepancy, respective teams need to be involved during development phase.

2. If there is no response from OTP server within the specified timeout, IVR will play technical failure

message to the customer.

3. If the OTP format is not as per the document shared by the customer, IVR will play technical failure

message to the customer.


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4.4 Custom Ticketing Module

1. Customer should have a valid Email to get the ticket details information to his Email.

2.

Tickets are generated only for KVB customers. Customers who do not have a KVB account will not

be considered for registering a complaint.

4.5

Flex cube Integration

ISO Message Integration

1. The ISO Message format shared by Customer will be used for any Customized development. In case

of any discrepancy, respective teams need to be involved during development phase.

2. If there is no response from core bank within the specified timeout (5 secs), IVR will play technical

failure message to the customer.

3. If the ISO message format of the response message is not as per the document shared by the

customer, IVR will play technical failure message to the customer.

4. Customer will provide Access and permissions for Flex cube core bank port connectivity.

Web Service Integration

1. The web service format shared by Customer will be used for any Customized development. In case

of any discrepancy, respective teams need to be involved during development phase.

2. Customer will provide Access and permissions to web service integration.

4.6 ATOM Payment Gateway Integration

1. Web service need to Published in public domain for ATOM to access this service.

2. Security key need to be matched to authenticate the User. Aspect will provide the Security key.


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5. Backup and Recovery Planning

5.1

Failure of Services and Intimation

In case of communication failure between the Customer Services and the external services, Custom

services will send Warning Emails to the Email ids mentioned in the configuration file.

5.1.1.

Failure in communication with the Flex cube core bank, RSA OTP Server or Oracle Database.

5.1.2.

No response found from Flex cube core bank, RSA OTP Server or Oracle Database.

5.2 Backup Plan for Service and Data Recovery

1.Application (Primary)

4.Database (HA)

2.Database (Primary)

3.Application (HA)

Server 1 Server 2

Scenario 1

Scenario 2

Scena

rio 3

Scena

rio 4

1. Server1 will be the main server and Server 2 will be the backup for server 1.

2. Server 1 will consist of Application (Primary) and Database (High Availability)

3. Server 2 consists of Database (Primary) and Application (High Availability)

4. Application (primary) in server 1 will replicate Application (HA) in server 2.

5. Database (primary) in server 2 will mirror Database (HA) in server 1.

Scenario 1

1. Application (primary) will communicate with Database (primary).

2. This is the normal scenario.

Scenario 2,3and 4 are the failover plans for scenario 1.


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Scenario 2

1. This scenario arises when application (primary) in server 1 and Database (primary) in server 2 are

down.

2. In this situation the Application (HA) and Database (HA) will act as the backup plan.

Scenario 3

1. This scenario arises when Server 1 is down

2. In this situation the Database (primary) and application (HA) will act as the backup plan.

Scenario 4

1. This scenario arises when Server 2 is down.

2. In this situation the Application (primary) and database (HA) will act as the backup plan.


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6.Annexure

6.1

Database Structure

Database Name:Custom_IVR_DB

6.2

Database Tables:

6.2.1 Table Name: tblCustomer

Table is used to store Customer information .

1. KVB will provide a maximum of 10 number of account numbers of a customer.

2. Bank is responsible to update the table.

3. IVR will process only customer with status is (AActive).

4. Preferred language (Pref_Language) column will be updated from Custom IVR.

Column Name Data Type Description

CustomerID Number(12) Unique ID for customer (Primary key)

RegisteredMobileNo varchar(15) Registered mobile number of customer

LandLineNo varchar(15) Customer landline number

CustomerName varchar(200) Customer name

FirstName Varchar(40) Customer First Name

LastName Varchar(40) Customer Last Name

EmailID varchar(200) Customer Email ID

DefaultAccNo varchar(16) Customer default account number

Pref_Language varchar(15)Customer preferred language

Status Varchar(1)

Customer Status ( AActive Customer, B

Blocked Customer, DDeleted Customer)

6.2.2 Table Name: tblAccountTable is used to store Customer Account information


CustomerID Number(12) Unique ID for customer (Foreign key)

Account Number varchar(16) Account number of the customer

Relation varchar(9)Relation between customer and account(Sole Owner, Joint account, etc)

Acct_Status Number(3)

Different Status (1closed, 5closed

today, 8 regular etc)

AccountType varchar(5) Customer account type (SA/CA)

DebitCardNo varchar(16) Customer debit card number


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6.2.3 Table Name: tblTPINMaster

Table is used to store TPIN with Customer ID for Customer authentication from IVR.


TPIN varchar(20) Encrypted TPIN

CustomerID varchar(12) Unique ID of the customer (Primary Key)

BLOCKED char(1) Y- blocked, N- unblocked

TPINCOUNTER char(6) No of times TPIN changed.

6.2.4 Table Name: tblTPINActivity

Table is used to store TPIN changed requested from IVR .


ID Bigint Auto increment. (Primary key)

CustomerID varchar(12) Unique ID of the customer ( Foreign Key)

OldTPIN Varchar(20) Old TPIN of the Customer.

ReqDateTime DateTime Request Date and Time

ACTIVITYFLAG char(1) GGenerated, R- Regenerated.

6.2.5 Table Name: tblIVRReport

Table is used to store menu and service used in the IVR.

Field Name Data Type Description

CallSequenceNumber Numeric(20) Unique Identifier to the Call. (Primary

Key)

CallID Varchar(10) IVR Call id of the specific sequence

number.

CLI Varchar(15) Phone Number of the Caller

ServiceDNIS Varchar(15) DNIS ,dialed number

ServiceName Varchar(30) IVR (M3 Service) name.CustomerType Varchar(15) Type of customer

CallStartDateTime DateTime Time at which the call was Answered by

the IVR

CallEndDateTime DateTime Time at which the call was Disconnected


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CallTraversalPath Varchar(4000) Menu traversed by the Caller in IVR

CallStatus Varchar(30) Outcome of the specific call

AuthenticationStatus Varchar(1) Customer authentication status

Language Varchar(15) Language selected by the user

CallDisconnectReason Varchar(30) User Disconnected/IVR

Disconnected/Failure/Timeout

6.2.6 Table Name: tblServiceTable is used to store IVR Service used in IVR.


SequenceNumber Numeric(20) (Primary Key) Unique identification of the

Call

CallId Numeric (10) (Primary Key) Call Id

CLI Varchar(15) Contact number of the Customer

DateTimes Varchar(25) (Primary Key) Date and time of the use of

IVR Service.

ServiceName Varchar(30) Name of the Service used in the IVR

OutCome Varchar(10) Outcome of the Service

Status Varchar(10) Status of the Service used.

6.2.7 Table Name: tblMobileBankingTable is used to store Mobile banking request from IVR.


Req_ID Bigint Request ID (Primary Key)

CustomerID Varchar(12) Unique ID of the customer

RegMobileNo Varchar(15) Customers Registered Mobile Number.

RequestType Varchar(12) REG_MPAYRegistration for MobileBanking.

RSET_MPINRequest for MPIN reset

RSET_APPL_PWDRequest for Mobile

Banking Application password reset.


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ReqDateTime DateTime Request DateTime.

Status Varchar(10) Status of the request. (

Open/Processing/Close)

Process_DateTime Datetime Processing completion Date and Time

6.2.8 Table Name: tblInternetBankingTable is used to store Internet Banking request from IVR.


ReqID Bigint Request ID (Primary Key)

CustomerID Varchar(12) Unique ID of the customer

RequestType Varchar(15) UNLOCK_UIDRequest for UnlockingInternet Banking User ID.

RSET_INET_PWDRequest for Internet

Banking Password reset.

RSET_TRANS _PWDRequest for

Internet Banking Transaction password

reset.



Open/Process/Close)

ProcessDateTime Datetime Processing completion Date and Time

6.2.9 Table Name: tblDebitCardRequest

Table is used to store Debit Card related request.



CustomerID Varchar(12) Unique ID of the customer (Foreign Key)

RequestType Varchar(15) REQ_NEW_DCRequest for issuing new

Debit card.REQ_REPLACE_DCRequest for

Replacement of Debit card.

RSET_ATM_PINRequest for reset ATM

pin


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6.2.10Table Name: tblChequebookRequest

Table is used to store Cheque book requested from IVR.






Open/Processing/Close)


6.2.11 Table Name: tblTransaction

Table is used to store transactions requested from IVR


TransID Bigint Transaction ID (Primary Key)

SequenceNumber Varchar(20) Unique number of the call

TransType Varchar(15) Type of transaction like Balance, Last5

etc..

CustomerID Varchar(12) Customer ID of the Customer

AccountNo Varchar(16) Account Number. Of the Customer

TransStartTime DateTime Transaction Begin Date and Time

TransEndTime DateTime Transaction End Data and Time

Response Varchar(2) Success or Failure Response Code

FailureReason Varchar(10) Timeout/Invalid response etc.,

ReqDateTime DateTime Request Date Time.

Status Varchar(10) Status of the processing by the Bank



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6.2.12 Table Name: tblFundTransfer

Table is used to store fund transfer transaction amount of the Customer. IVR will update the table.


TransID Numeric(10) Unique Identification of transaction Auto

generated (Primary Key)

CustomerID Varchar(12) Customer ID of the Customer (Foreign

Key)

TransferDate Datetime Fund transfer Date

TransactAmount Numeric(15) Transaction amount

6.2.13 Table Name: tblFTLimit

Table is used to store fund transfer amount limit per day. Customer will update the table.


FTLimitID Numeric(10) Unique Identification of Fund Transfer

Limit. Auto generated (Primary Key)

FTLimitAmount Numeric(15) Fund transfer limited amount per day.

FTLimitDate Datetime Fund transfer limit amount change date.

6.2.14 Table Name: tblTicketing

Table is used to store complaints requested by the Customer called through IVR.


ReqID Numeric(10) Request ID (PrimaryKey)

ComplaintID Varchar(30) Complaint ID generated by the Ticketing

Web Application



ComplaintCategoryID Numeric(5) Complaint Category ( Foreign Key)

ProductTypeID Numeric(5) Product Type (Foreign Key)

CaseOwnerAgentID Varchar(10) The agent id who receive the complaint

SupervisorAgentID Varchar(10) The agent id who resolve the complaint.

ComplaintDescription Varchar(2000) Brief description of the complaint

Status Varchar(50) Status of the Complaint.(OPEN,

INPROGRESS and CLOSED)


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ClosedDate DateTime Complaint Closed Date and Time.

Flag Char(1) If Flag is D, it is a deleted Complaint.

6.2.15 Table Name: tblTicketDetail

Table is used to store complaint history.


ReqID Numeric(10) Request ID (ForeignKey)


AgentID Varchar(10) The agent id who receive the complaint

ComplaintDescription Varchar(2000) Brief description of the complaint

6.2.16 Table Name: tblComplaintCategory

Table is used to store complaint category. Bank will update the information.


ComplaintCategoryID Numeric(5) Unique Identification of Complaint

Category, Auto generated (PrimaryKey)

ComplaintCategoryName Varchar(100) Name of the Complaint Category

6.2.17 Table Name: tblProductType

Table is used to store product type. Bank will update the information.


ProductTypeID Numeric(5) Unique Identification of product type,

Auto generated (PrimaryKey)

ProductTypeName Varchar(100) Name of the Product Type

Description Varchar(500) Description of the Product Type

6.2.18 Table Name: tblFeedback

Table is used to store the feedback of the IVR Customer.


FeedbackID Numeric(5) Unique Identification of feedback

table.(Primary Key)


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CustomerID Varchar(12) Customer ID

LastMenu Varchar(50) Where the Customer is Transferred to

CSR

CSRating Int Customer satisfaction Rating between

one to five(1-5)

RatedTime DateTime Customer Rated Date and Time.


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6.3 IVR Call Flow

Welcome & Main Menu

Welcome Message

in English Only

Reset Language for

this Number

(Preferred

Langauge Only)

Play Promotional

Message in

Preferred/Selected

Language

To set

default lang

as English

To set

default

lang as

Tamil

Preferred

Language

successfully set

Update MS SQL

DB with Preferred

Language

One TimeRegistration

To Continue

in preferred

Lang

To reset /

change

preferred

Lang

Banking

Press 1 for

Continue on Phone

banking Press 9 forSpeak to Phone

banking Officer;

Call Answer

Main Service

Menu in

preferred

Language

Enter your CustID TPIN Availability Enter your TPIN

Valid TPIN(length

&DB check)

Enter TPIN

Forget TPIN

Transfer to

CSR

CSR

Valid

CustID(length&D

B check)

Exceed 3 Tries

No

CSR

yes

Yes

NO

Transfer to CSR

Exceeds 3 tries

yes

Registration of

OTP

Main Service

Menu in

preferred

Language

yes

NO

yes

NO

DB Lookup for Preferred

Language based on

Registered Mobile

Number

To Continue

in preferred

Lang

Yes

NOSet Default lang for

reg mobile number

2.Tamil

3. Hindi

1. English

4. Telugu

5. Kannada

6. Malayalam

Update MS SQL

DB with Preferred

Language

Preferred

Language

successfully set

To set

default

lang as

Hindi

To set

default

lang as

Telugu

To set

default

lang as

Kannada

To set

default lang

as

Malayalam

Enter 4 digit TPIN

Reenter 4 digit TPIN

Valid

4 digit PIN

Valid

4 digit PIN

Exceed 3 Tries

Exceed 3 Tries

CSR

NO

No

Yes

Yes

NO

NO

CSR

Break in

Break in

1 9

1

2

1 2 3 4 5 6

1

2

1 2

DB Lookup for

Registered Mobile

Number?Yes

2.Tamil

3. Hindi

1. English

4. Telugu

5. Kannada

6. Malayalam

No

Press 1 for

Continue on Phone

banking Press 9 forSpeak to Phone

banking Officer;

9 1

Insert encrypted

TPIN in DB using

HOOK DLL


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Main Menu

Main Service

Menu

Debit CardsBanking

Services

1

2

3 4

Debit card hot

listing(Blocking)

Issue of new Debit

card

replacement of

Debit card

Status of

request(issue/

replacement of

Debit card)

1 43

2

Status of issue of

new/replacement

card

Status of request

for new ATM PIN

1 2Insert request into

DB

CSR

CSR

Internet

Banking

Mobile

BankingGlobal Prompt

5

Enter New 4 digit

TPIN

Re-enter New 4

digit TPIN

Update the

encrypted TPIN in

DB using HOOK DLL

success

Success

messageCSR

Global

Prompt

NoYes

Valid

TPIN(length) Exceed 3 triesNO

CSRyes

NO

Valid

TPIN(length )Exceed 3 triesNO

NO

yes

yes

yes

6

Generate OTP

Self Service

Banking Menu

Generation of

OTP

Change TPIN

Break inIS

Authenticat

ed?

Yes

No

Disconnect

Request of New

ATM Pin

5


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Banking Services Menu

Banking

Services

1 2

Change

DefaultAccount

Enter the last 5

digits of your

Account number

to be changed as

default account

num

success

HOOK DLL

Successmessage CSR

Global

Prompt

NoYes

Self Service

Banking Menu

Global

Prompt

Valid Account

num(length )

yes

Exceeds 3

triesNO

NO

CSR

Yes


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Global Prompt

Global Prompt

Repeat Menu Main Menu Previous Menu Transfer to CSR

* 8 7 9

Internet Banking

1 2

Internet

Banking

Request for

unlocking UserID Global Prompt

Log the Request

into DB

Request for

Transaction

Password Reset

Request for Reset

of Internet

Banking Password

3 9


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Mobile Banking

Mobile

Banking

Registration of

mobile

banking(MPAY)

Reset of App

PasswordReset of MPIN

Log the Request

into DB

Global Prompt

1 2 3 9

Generate OTP

Generation of

OTP

WEB Invoke

Check Success

Response from

RSA server

NO

yes

Play Success/

failure messageCSR

Play otp

generated msg

Success msg

Play failure msgFailure msg

Play technical

failure msg

Check

Response if

customer

already not

registerd?

No

WEB Invoke for

Register

Cusomer

Yes

Check Success

Response from

RSA server

Yes

No


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New OTP (One Time Password)

Enter your

Registered Mobile

Number

Enter Ne w 4 digit

TPIN

Insert encrypted

TPIN in DB using

HOOK DLL

Valid OTP

Enter OTP

yes

Exceed

2TriesNo CSRyes

Valid reg

mobile

num(length &

DB)

Exceeds 3

triesNO

NO

yes

Re-enter New 4

digit TPIN

Valid 4 digit

PIN

yes

Exceed 3

tries

NO

NO CSRyes

Valid 4 digit

PIN

Exceed 3

triesNO

NO

yes

yes

No

OTP Availability

with customer

Registration of OTP

Web Invoke

Method

Check Status

of RSA server

NO

Please wait while registration and

generation of OTP processing

NO

Generation of OTP

Web invoke

Check Status

of RSA serverNo

Success/failure msg

Yes

Success msg

Play failure msg(not

registered)Failure msg

Play technical

failure msg

Transfer to

CSR

Yes

Success

Play failure msg(not

generated)

Play technical

failure msg

Transfer to

CSR

Fail

Registration of

OTP

yes

Generate

OTP

Check Status

of RSA server

where already

Registered?

No

Yes

Check

Success /

Failure?


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Fund Transfer with Other Bank

Get Last 5 Digit

From Acct

Number(if Multiple)

Enter MMID

Enter Amount to be

transfered

Play the Transfer

information

Execute Fund

Transfer using

IMPS web service

Cancel

Transaction

1

2

Web Invoke

Enter the Mobile

Number

Valid OTP(length +

check with RSA using

HOOK DLL

Enter OTP

Valid

MMID(length)

yes

Exceed 3 triesNO

NO

Valid mobile

num(length )

yes

Exceed 3 triesNO

NO

CSR

yes

yes

Check otp

availability with

customer

yes

Play success

msg

Play failure

msg(amount

not tranferred)

Global prompt CSR

Global prompt

yes

NoGeneration of

OTP

Exceed 2

triesNO

NO

CSR

yes

Fund Transfer

(Within Other Bank

Customer)

Press 1 to Confirm

Press 2 to Modify

Press 3 to Cancel

3

2

Check

Response

Success Fail


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Feedback Tree

Play Feedback

Rating Voice

Enter Feedback

Insert Rating Values

into Database

Validate

RatingNo

YES

Failure Voice

Check

Max 3try

No DisconnectYes

Break in

Valid

Customer

ID?

Yes

No


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6.4 Message A: ISO Message Formats

6.4.1 Logon Request Message

Description

Field

Number (Bit) Format Type Length Remarks

ISO Header

Message Type

BIT MAP 1 B1

Transmission Date & Time 7 MMDDhhmmss n 10

System Trace Audit

Number 11 n 6

Network Management

Code 70 n 3 Value-001

6.4.2 Logon Response Message

Description

Field


ISO Header

Message Type

BIT MAP 1 B1


System Trace Audit

Number 11 n 6

Response Code 39 n 2

Network Management

Code 70 n 3

6.4.3 Logoff Request Message

Description

Field


ISO HeaderMessage Type

BIT MAP 1 B1


System Trace Audit

Number 11 n 6


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Network Management

Code 70 n 3 Value -002

6.4.4

Logoff Response Message

Description

Field


ISO Header

Message Type

BIT MAP 1 B1


System Trace Audit

Number 11 n 6

Response Code 39 n 2Network Management

Code 70 n 3

6.4.5 Echo Request Message

Description

Field


ISO Header

Message Type

BIT MAP 1 B1

Transmission Date & Time 7 MMDDhhmmss n 10System Trace Audit

Number 11 n 6

Network Management

Code 70 n 3 Value-301

6.4.6 Echo Response Message

Description

Field


ISO Header

Message Type

BIT MAP 1 B1


System Trace Audit

Number 11 n 6


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Response Code 39 n 2

Network Management

Code 70 n 3

6.4.7 Balance Enquiry Request Message

DescriptionField Number

(Bit)Format Type Length Remarks

ISO Header

Message Type

BIT MAP 1 b 1 Mandatory

Primary, Account Number 2 LLVAR Mandatory

Processing Code 3 n 6 Mandatory

Amount, Transaction 4 n 12 Mandatory

Transmission Date & Time 7 MMDDhhmmss n 10 Mandatory

System Trace Audit

Number 11 n 6 Mandatory

Time, Local Transaction 12 hhmmss n 6 Mandatory

Date, Local Transaction 13 MMDD n 4 Mandatory

Date, Capture 17 MMDD n 4 Mandatory

Acquiring Institution

Identification Code 32 LLVAR Mandatory

Track2 data 35 LLVAR Optional

Retrieval reference

number 37 an 12 Optional

Card Acceptor Terminal

Identification 41 ans 16 Mandatory

Card Acceptor

Identification Code 42 ans 15 Mandatory


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6.4.8 Balance Enquiry Response Message

DescriptionField

Number (Bit)Format Type Length Remarks

ISO Header

Message Type






Conversion Rate,

Settlement 9 n 8 Optional

Conversion Rate,

Cardholder Billing 10 n 8 Optional

System Trace Audit



Card Acceptor Name /

Location 43 ans 40 Optional

Currency Code, Transaction 49 n 3 Mandatory

Reserved Private

- Field Length Indicator

-Year, Transaction

-Year, Settlement

- Year, Capture

-Year, Transmission 60

YYYY

YYYY

YYYY

YYYY

ans...999

n

n

n

n

n

3

4

4

4

4

Mandatory

Reserved private 61 Optional

Reserved private 100 LLVAR Optional



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Retrieval reference


Authorization

Identification Response

Code 38 an 6

Response Code 39 an 2 Mandatory



Card Acceptor




Currency Code,

Transaction 49 n 3 MandatoryCurrency Code,


Currency Code,


Additional Amounts

-Net Available Balance

-Uncleared Funds

-Ledger Balance 54

ans 60

n

n

n

3

12

12

Optional


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Reserved Private


-Year, Transaction-Year, Settlement

- Year, Capture

-Year, Transmission60

YYYY

YYYY

YYYY

YYYY

ans...999

nn

n

n

n

3

4

4

4

4

Mandatory




6.4.9 Mini Statement Request Message

DescriptionField


ISO Header

Message Type



Processing Code 3 n 6 MandatoryAmount, Transaction 4 n 12 Mandatory


System Trace Audit








Retrieval reference




Card Acceptor



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Currency Code,Transaction 49 n 3 Mandatory

Reserved Private


-Year, Transaction

-Year, Settlement

- Year, Capture


YYYY

YYYY

YYYY

YYYY

ans...999

n

n

n

n

n

3

4

4

4

4

Mandatory


Reserved private 100 LLVAR OptionalPrimary, Account Number 102 LLVAR Mandatory

6.4.10Mini StatementResponse Message

DescriptionField








Conversion Rate,


Conversion Rate,

Cardholder Billing 10 n 8 OptionalSystem Trace Audit






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Retrieval referencenumber 37 an 12 Optional

Authorization


Code 38 an 6




Card Acceptor

Identification Code 42 ans 15 MandatoryCard Acceptor Name /


Currency Code,

Transaction 49 n 3 Mandatory

Currency Code,


Currency Code,


Additional Amounts

-Net Available Balance-Uncleared Funds

-Ledger Balance 54

ans 60

n

n

n

3

1212

Optional

Reserved Private


-Year, Transaction

-Year, Settlement

- Year, Capture


YYYY

YYYY

YYYY

YYYY

ans...999

n

n

n

n

n

3

4

4

4

4

Mandatory





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Mini Statement Records 127 LLVAR Mandatory

6.4.11Cheque Status Request Message

DescriptionField


ISO Header

Message Type

BIT MAP & P1 1 b 1 Mandatory



Amount, Transaction 4 n 12 MandatoryTransmission Date & Time 7 MMDDhhmmss n 10 Mandatory

System Trace Audit








Retrieval reference




Card Acceptor




Currency Code,



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Reserved Private

- Field Length Indicator-Year, Transaction

-Year, Settlement

- Year, Capture


YYYY

YYYY

YYYY

YYYY

ans...999

nn

n

n

n

3

4

44

4

Mandatory




Reserved private 122 LLLVAR Mandatory


6.4.12Cheque Status Response Message

DescriptionField








Conversion Rate,


Conversion Rate,


System Trace Audit





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Retrieval reference


Authorization


Code 38 an 6




Card Acceptor




Currency Code,


Currency Code,Settlement 50 n 3 Optional

Currency Code,


Additional Amounts


-Uncleared Funds

-Ledger Balance 54

ans 60

n

n

n

3

12

12

Optional

Reserved Private


-Year, Transaction

-Year, Settlement

- Year, Capture


YYYY

YYYY

YYYY

YYYY

ans...999

n

n

n

n

n

34

4

4

4

Mandatory


58/77

58






6.4.13Stop Cheque Request Message

DescriptionField



BIT MAP & P1 1 b 1 Mandatory





System Trace Audit



Date, Local Transaction 13 MMDD n 4 MandatoryDate, Capture 17 MMDD n 4 Mandatory




Retrieval reference



Identification 41 ans 16 MandatoryCard Acceptor





59/77

59

Currency Code,


Reserved Private


-Year, Transaction

-Year, Settlement

- Year, Capture


YYYY

YYYY

YYYY

YYYY

ans...999

n

n

n

n

n

3

4

4

4

4

Mandatory






6.4.14Stop Cheque Response Message

DescriptionField








Conversion Rate,


Conversion Rate,


System Trace Audit





60/77

60





Retrieval reference


Authorization


Code 38 an 6




Card Acceptor




Currency Code,


Currency Code,


Currency Code,


Additional Amounts


-Uncleared Funds

-Ledger Balance 54

ans 60

n

n

n

3

12

12Optional

Reserved Private


-Year, Transaction

-Year, Settlement

- Year, Capture


YYYY

YYYY

YYYY

YYYY

ans...999

n

n

n

n

n

3

44

4

4

Mandatory


61/77

61






6.4.15Fund Transfer (With in KVB) Request Message:

Description

Field








System Trace Audit



Date, Local Transaction 13 MMDD n 4 MandatoryDate, Capture 17 MMDD n 4 Mandatory




Retrieval reference




Card Acceptor




Currency Code,



62/77

62

Reserved Private


-Year, Transaction

-Year, Settlement- Year, Capture


YYYY

YYYYYYYY

YYYY

ans...999

n

n

nn

n

3

4

4

4

4Mandatory


functional specification document

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