Audio Response Troubleshooting
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Use the following troubleshooting tips to solve some of the most common errors.
If you need to access the YourVoice system…
To access YourVoice on any 6.x audio release from the first menu in the system, type 8, 1,and your 4 digit YourVoice password and follow the prompts. In pre-version 6.x, type 8 and your 4 digit YourVoice password.
If you need to verify a self service transaction…
Use the 940 and 941 Reports to verify any self service transactions.
If Audio Response answers but states that no transactions can be performed…
Verify that the Audio Teller is open.
If the Audio Response unit is busy…
It may be payday or the end of the month resulting in increased usage of the audio unit.
If Audio Response answers but the members report that they cannot access the system…
If members report that they cannot access the system or cannot complete a specific transaction, the teller should try it both on the phone with the member and through the teller terminal, the teller may be forced to do an override.
If a member received a confirmation number but the transaction did not complete…
Use the Self Service Exceptions window and the 940 and 941 Reports to research the transaction.
If a member completes a transaction during ESM and receives a confirmation number but the transaction did not complete……
Use the Self Service Exceptions window and the 940 and 941 Reports to research the transaction.
If the 940 and 941 Reports indicate that a member completed a stop pay during ESM…
A customer service representative must complete the transaction manually the next morning.
If withdrawal by check is not functioning properly…
The cause may be:
- Forms management needs check numbers put in the drawer.
- Printer ID is missing or wrong on the Self Service Processing Rules window
- Check printer is malfunctioning.
If on-site Audio Response Units experience power outages, spikes, etc. …
Shut the unit completely down, leave it off for at least 60 seconds and then restart the unit.
To transcribe messages for use with Loans By Phone…
On the Loans Application Menu, type 8, 3, and the transcription password, in quick succession to access the hidden menu for transcription. Audio Response will play a message containing the number of each loan application types that exist in both the normal and archive queues. Use the following keys to control the message:
*1 - DELETE: Delete the current message set and retrieve the next message set.
*2 - REPLAY: Replay the current message set from the beginning.
*3 - ARCHIVE: Move the current message set from the normal to the archive queue.
*3 - MOVE: Move the current message set from the archive to the normal queue.
*4 - TOGGLE: Turn on/off the beeps between messages.
*5 - RE-QUEUE: Place the current message set in the queue and return to the previous menu.
*7 - SLOWDOWN: Increase the time interval between messages.
*8 - DATE/TIME: Play the date/time the current message set was recorded.
*9 - SPEEDUP: Decrease the time interval between messages.
*0 - PAUSE: Stop playing a message for up to 60 seconds. Press any key to resume playing.
** - BACKTRACK: Return to the previous message within a message set.
If none of these troubleshooting tips pertain to your problem, contact Portico Customer Service.