operations essentials - agent server vs remote services
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Agent Server & Remote Service
Concept and Process
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SME: Emmanuel Mery (Global Technology Operations)
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 3
At the end of this training, you will…
• Know what Agent Server is and how it works
• Know what Remote Service is and how it works
• Understand the main difference between Agent Server and Remote Service
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Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Why is this a conceptual training?
Guidelines
High level Infrastructure
Roles and Responsibilities
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Introduction
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 5
Agent Server and Remote Service are both technical subjects. It’s important to consider it as tools to achieve our objectives and not as the objectives itself.
Like with all tools, before using it you need to understand what it has been designed for.
Having a conceptual training is about understanding what Agent Server and Remote Service have been designed for.
Why is this a conceptual training?
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 6
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Guidelines
High level Infrastructure
Roles and Responsibilities
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Why is this a conceptual training?
Introduction
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 7
Agent Server is a Western Union technology which aims at supporting agents growing needs to manage and control their Network.
Agent Server is a communication protocol allowing agent head office to interact during the course of the transaction. Agent Server transmits 100% of the POS transaction details as per entered at the location.
It creates a “ virtual link” between agent head office and any of its locations. Thus whenever a location initiate a transaction, the head office system is notified with a request for transaction authorization (or rejection).
Introduction
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 8
Risk / Cash managementProvide full location / network credit limit monitoring. Provide agent head office with real time cash balance monitoring for any locations in network.Prevent location from sending trx when exceeding credit limits assigned by agent.Reduce calls to LAROC by applying higher location limit under strong control of agent head office (ie Aggregated trx exceed 80% of daily limit, automated message sent to POS)
Productivity / Backoffice IntegrationEliminate dual entry at POS by generating a real time data feed agent head office accounting system.Automate the daily cash management by feeding agent system.Minimize manual control task by ensuring automated date entered in agent system
Real Time ComplianceReal time filtering of trx and customer. Ensure Head Office monitors individual trx before Western Union generate the MTCN.Allow customer trx aggregation at network level, preventing to split trx, to send more trx than authorized, monitor suspect behavior.Allow direct data feed to local compliance reporting tool / database for further analysis.
Typical application
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 9
Agent Server Overview
Dedicated lineCreate link between WU and
Agent Head office(Virtual link HQ <-> POS) Agent
Server(API)
Cash /Risk
Real Time Compliance
Back officeAutomation
W U
HOST
Head Office
Database
Risk Mgt
Control cash balance -Per Network -Per Location -Per Subagent
Prevent POS to process trx basedon credit limit rules -POS send > limit, trx rejected
Reduce call to LAROC for limit - get high WU limit per pos - but prevent POS to exceed itunless authorized by head office
POS Monitoring
Lock / Unlock POS from doing trxContext based message to POS:
- Please contact CSC - Last trx contact credit team
- Over limit get customer IDcopy / contact CSC
Real Time Minitoring
- Authorize / Reject trx- Monitor / prevent split trx- Manage LPMT rules
Post Trx Reporting
- Report to authorities- Review of suspicious trx- Update real time business rules
Real Time Data Feed
- Eliminate Dual Entry- Direct feed to GL account
Reporting
POS
Monitoring
Other specific
Additional need
- Link to banking system- Link to forecasting- Endless integraton
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 10
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Guidelines
Roles and Responsibilities
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Why is this a conceptual training?
Introduction
High level Infrastructure
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 11
High Level InfrastructureAgent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
TelecomIP
Dial -upor
Frame Relayor
VPN Internet
POS using WU Technologyprocess send / receive trx.
Western UnionWorld
Locations
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 12
Agent Server Impact on Transactions
Agent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
TelecomIP
Dial -upor
Frame Relayor
VPN Internet
Agent Main Offices
IDC
AgentCentral Server
Agent Server creates a linkbetween POS, WU hostand Agent Head office
Telecom
Frame Relay Mendatory
Western UnionWorld
LocationsAgent HeadOffice World
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 13
Transaction with Agent ServerNo Time Out
MTApplication
IDC
AgentHost
0. Operator logs in (security checks)
1. Operator captures transaction
5. Operator notifies customer with charges
6. Operator collects money from customer
13. Operator provides MTCN to customer
3. WU Host calculates transaction fees
11. WU Host stores transaction
9. Agent host processes transaction validation. Optional. Exact intent of agent host to be defined by agent: - Transaction dual authorization - GL accounting - Cash management - Network control - Compliance
2. Operator requests fee calculations
4. Fee calculation results
7. Operator commits transaction
8. WU Host submits transaction for validation
10. Agent validation result (Approve / Reject)
12. WU Host confirms transaction
12. WU Host confirms transaction
Blue items represent Agent Server related stepsBlack items exist with and without Agent server
14. Acknowledgement
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 14
Transaction with Agent ServerTime Out – Default Reject
MTApplication
IDC
AgentHost
0. Operator logs in (security checks)
1. Operator captures transaction
5. Operator notifies customer with charges
6. Operator `collects money from customer
3. WU Host calculates transaction fees
9. Agent host processes transaction validation. Optional. Exact intent of agent host to be defined by agent: - Transaction dual authorization - GL accounting - Cash management - Network control - Compliance
2. Operator requests fee calculations
4. Fee calculation results
7. Operator commits transaction
8. WU Host submits transaction for validation
10. Agent validation result (Approve / Reject)
X
11. Default approval Notification11. Default approval (approved / rejected)
12. Acknowledgement
Blue items represent Agent Server related stepsBlack items exist with and without Agent server
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 15
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Guidelines
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Why is this a conceptual training?
Introduction
High level Infrastructure
Roles and Responsibilities
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 16
Agent WU
• Business Rules
• Functional Specifications
• Software Design
• Coding (using the Agent Server API)
• Testing
• Maintenance
• API (Agent Server tool set)
• DocumentationHigh level Agent Server Agent Service cookbook
• Demo ApplicationHello world
• Sample Source CodeHello world source code
• Assistance Project managementIT supportTelecom
ROM
Roles & Responsibilities
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 17
Roles & Responsibilities
Dedicated lineCreate link between WU and
Agent Head office(Virtual link HQ <-> POS) Agent
Server(API)
Cash /Risk
Real Time Compliance
Back officeAutomation
W U
HOST
Head Office
Database
Risk Mgt
Control cash balance -Per Network -Per Location -Per Subagent
Prevent POS to process trx basedon credit limit rules -POS send > limit, trx rejected
Reduce call to LAROC for limit - get high WU limit per POS - but prevent POS to exceed itunless authorized by head office
POS Monitoring
Lock / Unlock POS from doing trxContext based message to POS: - please contact CSC - Last trx contact credit team - Over limit get customer IDcopy / contact CSC
Real Time Monitoring
- Authorize / Reject trx- Monitor / prevent split trx- Manage LPMT rules
Post Trx Reporting
- Report to authorities- Review of suspicious trx- Update real time business rules
Real Time Data Feed
- Eliminate Dual Entry- Direct feed to GL account
Reporting
POS
Monitoring
Other specific
Additional need
- Link to banking system- Link to forecasting- Endless integraton
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 18
WU Responsibility
Agent Server: WU View & Responsibilites
Development and design of WU Host
Development of Agent Server API (Application Programing Interface)
Installation and Monitoring of the dedicated line (can re-use existing line)
WU ensures support and maintenance of Agent Server API
WU ensures full backup and redundancy of Agent Server
Dedicated lineCreate link between WU and
Agent Head office(Virtual link HQ <-> POS)
AgentServer(API)
W U
HOST
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 19
Agent Responsibility
Cash /Risk
Real Time Compliance
Back officeAutomation
Agent
Head Office
Database
Risk Mgt
Control cash balance -Per Network -Per Location
-Per Subagent
Prevent POS to process trx basedon credit limit rules -POS send > limit, trx rejected
Reduce call to LAROC for limit - get high WU limit per POS
- but prevent POS to exceed itunless authorized by head office
POS Monitoring
Lock / Unlock POS from doing trxContext based message to POS:
- Please contact CSC - Last trx contact credit team
- Over limit get customer IDcopy / contact CSC
Real Time Monitoring
- Authorize / Reject trx- Monitor / prevent split trx
- Manage LPMT rules
Post Trx Reporting
- Report to authorities- Review of suspicious trx
- Update real time business rules
Real Time Data Feed
- Eliminate Dual Entry- Direct feed to GL account
Reporting
POS
Monitoring
Other specific
Additional need
- Link to banking system- Link to forecasting- Endless integraton
Agent Server :Agent
Responsibilities
=> Define the needs and rules
=> Use the API to interconnect tolocal system
=> Design and "program" theapplication to automate the process
=> Install and support local hardware
=> Agen t Server is not PLUG &PLAY.
=> Agent server technology is freebut agent must support telecom cost(either get a F/R line or increaseexisting line base on telecom eng
recommendation
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 20
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Guidelines
High level Infrastructure
Difference between Agent Server and Remote Services
Why is this a conceptual training?
Introduction
High level Infrastructure
Roles and Responsibilities
Introduction
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 21
The remote services functionality is the ability implemented in WU MT Software to provide data to the outside world and receive authorization to proceed with the transaction in progress.Remote services feature is implemented in WU MT Software as a configurable functionality.
When configured, remote services feature will pass transaction related data to a third party application known as the Remote Application, when specific events occur in WU MT Software.
As an example, when a send transaction is performed in WU MT Software, all pertinent data will be sent to the remote application first, then after remote application confirms the transaction, it is sent to the WU host for actually storing it.
Similar behavior is implemented for all types of transactions performed by WU MT Software.
21
Introduction
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 22
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Guidelines
Difference between Agent Server and Remote Services
Why is this a conceptual training?
Introduction
High level Infrastructure
Roles and Responsibilities
Introduction
High level Infrastructure
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 23
High Level InfrastructureAgent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
TelecomIP
Dial -upor
Frame Relayor
VPN Internet
POS using WU Technologyprocess send / receive trx.
Western UnionWorld
Locations
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 24
POS using WU technologyprocess send / receive trx.
LocationsAgent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
Agent Location
“Thin Client”Application
TelecomIP
Dial -upor
Frame Relayor
VPN Internet
Western UnionWorld
High Level Infrastructure
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 25
Transaction with Remote Service
MTApplication
IDC
Remote Service
0. Operator logs in (security checks)
1. Operator captures transaction
5. Operator notifies customer with charges
6. Operator `collects money from customer
8. Remote Service processes transaction validation. Optional. Exact intent of agent host to be defined by agent: - Transaction dual authorization - GL accounting - Cash management - Network control - Compliance
4. Fee calculation results
7. Operator commits transaction
3. WU Host calculates transaction fees
9. Remote Service answers
2. Operator requests fee calculations
10. MT sends store request to WU host
11. WU Host stores transaction
12. WU Host confirms transaction
13. MT Software forwards MTCN to Remote Service
14. Remote Service acknowledge MTCN reception
Blue items represent Remote Service related stepsBlack items exist with and without Remote Service
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 26
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Guidelines
Why is this a conceptual training?
Introduction
High level Infrastructure
Roles and Responsibilities
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 27
Agent Location
TelecomIP Dial-up
or Frame Relay
orVPN Internet
Agent Server Remote Service
Difference between Agent Sever and Remote Sevice
Locations
Agent Location
Agent Location
„Thin Client“ Application
„Thin Client“ Application
„Thin Client“ Application
Agent Main Offices
IDC
Agent
Central Server
Agent Server creates a link between POS, WU host and Agent Head
office
TelecomFrame Relay
Mandatory
Telecom
Frame Relay Mendatory
Western UnionWorld
LocationsAgent HeadOffice World
Agent Location
Agent Location
Agent Location
„Thin Client“ Application
„Thin Client“ Application
„Thin Client“ Application
TelecomIP Dial-up
or Frame Relay
orVPN Internet
Western UnionWorld
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 28
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / QuizQuestion and Answer Session / Quiz
Why is this a conceptual training?
Introduction
High level Infrastructure
Roles and Responsibilities
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Guidelines
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 29
The project duration depends on a lot of agents’ parameters (resources availability, agents process…).
However the WU internal objective is to execute:
Remote service project in a month or lessAgent Server project in 3 months or less
Implementation Timeline
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First things to do is to write down the reasons for the project and to double-check with your regional management how this potential project feeds in the regional project plan.
Your regional management will make sure the necessary teams get involved to start the project.
How to turn your idea to life
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 31
Agenda / Summary
Agent Server
Remote Services
Question and Answer Session / Quiz
Why is this a conceptual training?
Introduction
High level Infrastructure
Roles and Responsibilities
Introduction
High level Infrastructure
Difference between Agent Server and Remote Services
Guidelines
Question and Answer Session / Quiz
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Do you have any other questions?Do you have any other questions?
Where to submit questions after this session?
[email protected]@westernunion.com
Questions & Answers
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QUIZ
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Question 1
The Agent Host is based at
the Locationthe Agent Head Quarterthe Agent Locations
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Question 1 - Answer
The Agent Host is based at
the Locationthe Agent Head Quarterthe Agent Locations
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Question 2
The main difference between Agent Server and Remote Service is
The name of the projectThe technology used to implement the projectThe team working on the projectThey address different business requirements
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Question 2 - Answer
The main difference between Agent Server and Remote Service is
The name of the projectThe technology used to implement the projectThe team working on the projectThey address different business requirements
Western Union Unrestricted Internal Use©2011 Western Union Holdings, Inc. All Rights ReservedPage 38
Question 3
Agent Server connectivity only requires a VPN
TrueFalse
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Question 3 - Answer
Agent Server connectivity only requires a VPN
TrueFalse
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© 2011 Western Union Financial Services Inc. All Rights Reserved All trademarks, service marks, trade names, and logos used in this presentation are the property of their respective owners and are used for educational purposes only.
This presentation is proprietary to Western Union Financial Services Inc. and may not be reproduced or copied in any manner without prior written permission.