BTC - Botswana Telecomm Helpdesk Guide

1. BTC - Botswana Telecomm Helpdesk Guide

2. Index Connecting to BTC SETUP VPN for 1st time connection. Connecting to the VPN. Connecting via RDP Services and Known issues Messages not processing View Transactions updates Empty transactions files Contacts and queries Questions

3. Connecting to BTC • Majority of this info is on the Wiki : http://ucsts-active-retail.wikispaces.com/BTC+-+Connecting+to+BTC • Windows 8 machines need to connect to machine : BLM-BTCSUPPORT.ucs-ts.com or ip : 172.31.192.69 using your UCS-TS windows login detail. Other Windows versions can also connect to this machine or you can install the VPN client on your own machine. I suggest using this machine as the resource is there also when you format you have to setup everything again.

4. SETUP VPN for 1sttime connection. a b • Connecting for the 1st time will give you a blank profile • Open Check point Endpoint Security VPN(image: a) • You will have to setup a connection if there isn’t one. • Right click the VPN on Task bar then select VPN options. (image : b) • Under “Sites tab” select new (image : c) • Add BTC’s VPN IP address.168.167.168.65 (image : d) c d

5. Connecting to the VPN. a c • Open Check Point security • You will have the below status and screen (image : a , b) • Site to connect to is the one you setup : 168.167.168.65 • Username : pos_support • Password : 5upp0rt! • Once VPN connects you will get the below status (image : c) b

6. Connecting via RDP • IP address : 168.167.65.28 • Username : activeretail • Password : @ctive_RETAIL • Once the login detail is entered you will be logged onto BTC • When calls are logged BTC usually give the machine name where you must connect to. • HO machine name : bwgahqposapp001

7. Services & known issues • BTC has their own 1st and 2nd line. We only do 3rd line. • Majority of the issues are HO related. • Software is the same as Cashbuild. (site side) • The integration software that is used by BTC is Arbour and RedKnee. • Extra service called : ARIntegrateDevHost.bat this is run from a shortcut on the itbusinessteam username’s desktop. (please note service may not run on both profiles) • This service sends files to Arbour. • There is 2 know issues @ HO atm : • Messages not processing. • Empty records being sent to Arbour.

8. Messages not processing • Caused when there is too many transactions to be processed. • Reduce amount of transactions that needs to be processed. • The preferred amount is 100 transactions. • The below errors pops up when this happens and the queues doesn’t process.

9. View transactions • Script to check the messages : • use ar4ho • select count (rowguid), name from UC_ARIntegrateOutboundQueue group by name • select distinct processed , * from UC_ARIntegrateOutboundQueue where processed = 0 • select count( processed ), processed from UC_ARIntegrateOutboundQueue group by processed • PS!!! use last one to check the amount of queues (result on the right) • Different statuses for transactions : • Processed : 0 = Needs to be processed • Processed : 1 = Processed successfully • Processed : 2 = Processed successfully • Other : Old transactions that was fixed(temp statuses) • When fixing this issue you have to move transactions from processed : 0 to another processed. • Note that you must use a processed that hasn’t been used before. (one that doesn’t come up when you run the select) • Reason for this is so that transactions doesn’t get mixed and you don’t forget about them otherwise those transactions are lost. • Updates on next page.

10. Updates • This updates must be run one at a time!! • 1st update removes the transactions from the queue. • UPDATE UC_ARIntegrateOutboundQueue SET Processed = (your own processed)WHERE Processed = 0 • After the queue is clean you must put the transactions back but in a smaller amount. This has to be monitored because all those transactions that you removed has to be put back (processed = 0) • UPDATE UC_ARIntegrateOutboundQueue SET Processed = 0 WHERE RowGUIDIN(SELECT TOP 50 RowGUIDFROM UC_ARIntegrateOutboundQueueWHERE Processed = (your own processed)) • Note that I only update 50 as there will be other transactions that comes is because of sales etc. • Then run below select again just to check where the queues are at the moment. • select distinct processed , * from UC_ARIntegrateOutboundQueuewhere processed = 0

11. Empty Transaction files • These are .LBX files • These files are sent to Arbor for processing transactions. • This has only occurred once so far. Issue is that the .lbx files doesn’t process completely. • To resolve this restart the services ARIntegrateDevHost.bat • The reason for this is cause when the file is only processed half way the transaction isn’t marked as processed = 1 it is still 0. So when the service is restarted the it will process that transactions again. • You can just communicate this process via mail to BTC as they can do it quicker from their side.

12. Contacts and queries • On all the calls there should be a mail attached you can just reply on that mail. • Best communication is via mail. Reason for this is cause if there is a new issue (since we’ve only had those 2 so far) you have record of all the info. • To contact BTC : • BTC contact people :Dintsi : Mr.KeamogetseDintsiTel: 00267 395 8957 Mobile: 00267 73 000 746 Fax:00267 395 3526Email: keamogetsed@btc.bwAndy : Mr Kudzani Andy KgatlhegoWork 00267 3958982 Mobile 00267 73001448/00267 72238595email:kudzani@btc.bw • Note that this is on the wiki. • When you need assistance from DEV please follow the normal procedures by logging a call to them. The contact people for BTC is Zunaid and Maruis.

13. Questions?