NCR Interactive Teller

TellerApp User Guide

For NCR Interactive Teller

Version 4.2

Publication ID TAUG-420
May 2022 | Document version 4.2
 TellerApp User Guide

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It is the policy of NCR Corporation (NCR) to improve products as new technology, components,
software, and firmware become available. NCR, therefore, reserves the right to change
specifications without prior notice.

All features, functions, and operations described herein may not be marketed by NCR in all parts
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using this document, consult with your NCR representative or NCR office for information that is
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All rights reserved.

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Revision Record
Revision Date Author Description
1.0. May 2019 Harry New document to support Interactive
Constantinou Teller version 1.0.0
1.1. June 2019 Phedon Rousou Added sections for Comments, Call
Transfer, PDF Printing and Bill Payment
functionality
2.0 March 2020 Phedon Rousou Update for version 2.0
2.0.1 May 2020 Phedon Rousou Added Forms functionality in Actions
Section
2.1 June 2020 Phedon Rousou Added screen sharing and web banking
functionality
3.0 Nov 2020 Phedon Rousou Updated call routing details regarding
the skills, made changes to the PDF
document printing, and added call
transfer screenshots
3.2 March 2021 Phedon Rousou Updated document for v3.2 (screenshot
changes and added 4.4.1).
3.3 June 2021 Phedon Rousou Document revision for v3.3 No changes
3.5 June 2021 Phedon Rousou Document revision for v3.5.
Added section for Transaction Override
Authorization based on amount limits
3.6 Sep 2021 Phedon Rousou Document revision for v3.6.
Added section for Fingerprint Reader
and Smart ID Card Reader actions
4.0 Dec 2021 Phedon Rousou Changes for v4.0.
4.1 Feb 2022 Phedon Rousou Changes for v4.1. Cheque deposit
process changes. Additional fields
4.2 May 2022 Phedon Rousou Revision for v4.2. Added SIM Card
transaction
e Date Remark

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Table of Contents
Revision Record ....................................................................................................................................... 3
Section 1: Introduction ........................................................................................................................... 6
1.1 Audience ...................................................................................................................................... 6
1.2 Contacts ....................................................................................................................................... 7
Section 2: Pre-Requisites ...................................................................................................................... 8
Section 3: Setting Up the Teller Application ..................................................................................... 9
3.1 The Teller Application Interface ............................................................................................... 9
3.2 Initial Login ................................................................................................................................ 11
3.3 General Configurations ........................................................................................................... 12
Section 4: Conducting Transactions ................................................................................................ 13
4.1 Receiving a Call ........................................................................................................................ 13
4.2 Call Routing ............................................................................................................................... 18
4.3 Customer Authentication ......................................................................................................... 19
4.4 Card and PIN Authentication .................................................................................................. 19
4.4.1 Card & PIN authentication in a Teller Session............................................................. 20
4.5 Terminal Status......................................................................................................................... 23
4.6 Actions ....................................................................................................................................... 24
4.6.1 Scan ID .............................................................................................................................. 24
4.6.2 Scan Smart ID................................................................................................................... 25
4.6.3 Print .................................................................................................................................... 27
4.6.4 A4 Scan (Rototype or Fujitsu device)............................................................................ 29
4.6.5 Forms ................................................................................................................................. 30
4.6.6 Customer Data .................................................................................................................. 36
4.6.7 Read Card ......................................................................................................................... 40
4.6.8 Get Signature .................................................................................................................... 42
4.6.9 Teller IP Camera .............................................................................................................. 44
4.6.10 Scan Barcode ................................................................................................................... 44
4.6.11 Fingerprint Reader ........................................................................................................... 45
4.6.12 Transaction Devices ........................................................................................................ 46
4.6.13 Online Banking ................................................................................................................. 47
4.6.14 Call Classification ............................................................................................................. 49

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4.6.15 Blank Screen ..................................................................................................................... 50

4.6.16 Teller On-Hold................................................................................................................... 51
4.6.17 Take a snapshot ............................................................................................................... 53
4.6.18 Expand Video Window .................................................................................................... 54
4.6.19 Refresh Video Stream ..................................................................................................... 55
4.6.20 CHAT .................................................................................................................................. 56
4.6.21 View Client’s IP Camera.................................................................................................. 58
4.6.22 End Call ............................................................................................................................. 59
4.6.23 Customer Search.............................................................................................................. 61
4.6.24 Session documents .......................................................................................................... 63
4.7 Transaction Process ................................................................................................................ 64
4.7.1 Cash Withdrawal .............................................................................................................. 64
4.7.2 Transfer .............................................................................................................................. 71
4.7.3 Cheque Deposit ................................................................................................................ 73
4.7.4 Cash Deposit..................................................................................................................... 81
4.7.5 Cash Deposit – Counterfeit Impounding Functionality (ECB6) ................................. 86
4.7.6 Cheque Encashment ....................................................................................................... 88
4.7.7 Exchange Money (Foreign Exchange).......................................................................... 96
4.7.8 Bill Payment .................................................................................................................... 101
4.7.9 SIM Card .......................................................................................................................... 104
4.7.10 Transaction Notes/Comments ...................................................................................... 108
4.7.11 Transaction override authorization based on transaction amount limits................ 109
Section 5: Call Transfer ...................................................................................................................... 113
Section 6: Screen Sharing ................................................................................................................. 115
6.1 Sharing teller’s screen ........................................................................................................... 115
6.2 Sharing Customers screen ................................................................................................... 118
Section 7: Appendices ........................................................................................................................ 119
7.1 Troubleshooting ...................................................................................................................... 119

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Section 1: Introduction
The ‘TellerApp’ is a powerful, user friendly tool, designed to enable remote tellers to
conduct live transactions on the Interactive Teller Machines (ITMs) quickly and smoothly.

1.1 Audience
NCR Interactive Teller solutions enable consumers to video conference with remote bank
tellers directly from a self-service terminal and allows the teller direct control of terminal
devices. This model enables financial institutions to reach more of their customers, across
more branch formats by offering efficient and secure transactions, with up to 24-
hour access to teller services.
The NCR Interactive Teller solutions are available in three licensing formats:
• Interactive Teller Standalone: enables the full set of remote teller transactions,
without ATM transactions.
• Interactive Teller for AANDC: enables the full set of remote teller transactions,
as well as the current AANDC ATM transactions.
• Interactive Teller Essentials: enables non-cash based remote teller transactions
(via Windows based PC setup, not ITM), such as customer service inquiries,
account information, loans, mortgages, account opening, transfers, etc.

Features related to AANDC integration are only available when the product is licensed as
‘Interactive Teller for AANDC’. Features related to ‘Interactive Teller Essentials’ are only
available when the product is licensed as ‘Interactive Teller Essentials’. These are clearly
marked in this document. All other features are common to all licensing models.

This guide is intended for tellers, as well as system administrators and support
professionals. It provides step-by-step instructions, from the first time you open
‘TellerApp’, to a quick tour of the interface and performing several sample transactions.

Appendices offer details about advanced topics including Troubleshooting.

Note: Although we recognize the consumer/customer may be a cardholder, customer,

consumer or member, for consistency throughout this guide, we use the term “consumer”.

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1.2 Contacts

If you have questions or concerns about the product discussed in this document, please
contact your internal support department. NCR provides a wide range of support
programs— see your support contract or contact your local NCR representative for details.
When you contact NCR with a support call, to enable us to analyze your problem we ask
that you provide detailed problem and system configuration information along with any
hardware/software logs. Also, please provide the name and telephone number of a
contact knowledgeable about the problem who can answer any further questions.

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Section 2: Pre-Requisites
• Teller workstation must be supplied with a camera and a privacy headset (please
refer to the System Requirements document for recommended devices).

• Teller workstation must be connected to the same network with the Interactive
Teller Application Server (network and firewall to allow connection and traffic on
specific network ports as per System Requirements document).

• A compatible browser application (see System Requirements for details) needs to

be installed.

• Username and Password must have been set up by the solution’s Administrator
using the ‘Management Portal’.

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Section 3: Setting Up the Teller Application

This section is intended for someone who understands how the application will be used
for your unique environment (typically remote tellers and supervisors).

3.1 The Teller Application Interface

The following diagram shows the TellerApp user interface and includes a brief description
of each element on the screen.

Session Information
Transactions List
area
Actions area

Transactions work area

Video
Streaming and
video controls
area

Chat Session Log

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The table below lists the application functions:

Item Function
Clicking on this item will ask the teller if he wants to end the call with
End Call the customer.
Clicking on this item, allows a teller to transfer the call to another
Transfer Session specific teller, or transfer the call to specialists based on the skill
selected.
Clicking on this item, allows a teller to take a photo of the customer.
Snapshot
Allows the teller to change the style of the consumer’s screen in real-
Blank Screen time. For example, the teller can select the Blank Screen style, so
that someone behind the customer (for example a blind person)
cannot see the screen. This option is found on the video controls of
the teller video.
Allows the teller to put the consumer On-Hold. With this option, the
Pause Video/audio tellers video pauses, and the audio mutes. This can be used for
example, when a teller needs to consult a head teller for
authorization.
Chat Allows the teller to initiate a text chat session with the consumer,
and/or reply to text chat messages of the consumer.
Sessions Log This provides a list of transactions performed by the teller during the
teller session and provides the transaction details if needed (by
clicking on ‘View Details’ of a transaction).
Session information area The information of the call will be displayed such as the Session ID,
Language selected by the customer, ITM Name, Branch the ITM is
assigned to as well as call elapsed time.
Live Video Stream This window displays the incoming video of the customer and the
teller. The teller can end the call, take a snapshot as well as resize
the video stream window.
Actions Area These buttons allow the teller to perform various actions during the
session, such as scan an identification document (ID/Passport), read
a bank card, and other. These might be needed to conduct a
transaction.
Transactions List This drop-down list displays all the available transactions that the
teller can conduct during the teller session (e.g. Cash Withdrawal,
Check Deposit, Check Encashment, Transfers, Cash Deposits,
etc.).
Transactions Work Area This is the area that the transaction processing by the remote teller
takes place, based on the transaction selected.

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3.2 Initial Login

To login, the teller needs to proceed to the login page via the browser (e.g. Google
Chrome) and point it to the correct address (Management Portal address). The teller will
then need to enter the correct credentials (username/password), which are case sensitive.
Please note that the initial username and password is created by the solution’s
administrator.

After the teller has successfully logged in, the system displays the Management Portal’s
Home Page.

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The teller then selects the teller application (TellerApp) which is the second option on
the left menu.

The teller is then logged in the teller application and is waiting for a call.

3.3 General Configurations

Regarding the best quality of audio transmitting, it is highly recommended for the teller to
set up the audio of the privacy headset directly on Microsoft Windows using the Control
Panel settings of the workstation (Control Panel => Speech Recognition => Set up
Microphone => Headset Microphone).

The teller camera also needs to be connected and checked before logging into the teller
application.

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Section 4: Conducting Transactions

This section is intended for someone who understands how the application will be used
for your unique environment (typically remote tellers and supervisors).

4.1 Receiving a Call

The customer initiates a call by pressing the start button on the ITM.

Meanwhile, the remote teller is logged in to the TellerApp and waiting for a
customer/consumer to call a teller.

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After clicking on the start button, the consumer will be asked to select a language from a
list of available languages.

Upon selecting the language, the call will be initiated. The consumer is shown a message
that he is currently being connected to a teller along with a marketing video which is
displayed on the screen, until the call is answered by a teller, or until the consumer
cancels the call (or times out based on configurable timeout in case the call is not
answered).

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The teller then sees the call coming through (incoming call as well as the ringing tone) on
the TellerApp, including the details of the call (Waiting time, Terminal, Branch, Requested

skills), and to answer the call he clicks on the accept call button of that call.

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As soon as the call is answered by the teller and the session is established, the TellerApp
enables the teller and consumer to interact (live video and audio stream) and begin the
transaction process (actions and transactions become available).

The consumer will see the screen below with a live video feed of the teller, including the
teller’s name. Also note that at the top right-hand corner the consumer can see the live
video feed of the ITM camera (showing the consumer interacting).

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The consumer interface is shown in the screenshot below with the relevant items on the
screen.

Live Video Feed

of the consumer

Chat Button

The consumer has the capability to perform text chat with a teller by clicking on the chat
icon on the bottom right-hand side corner of the screen. Furthermore, volume buttons are
found on the top for the consumer to adjust the audio if needed.

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During the session, for any action requested, the consumer’s view of the teller’s video will
switch automatically to smaller view, so that instructions (including help video animations)
explaining how to perform each action can be displayed. Flashing lights on the ITM (Media
Entry Exit Indicators) also guide the consumers on which device to use.

4.2 Call Routing

When a call has been initiated by a consumer on an ITM, all available tellers (logged into
the TellerApp) are notified of the call request based on the language selected by the
customer and the skills assigned to the teller.
NOTE: By default, there are no skills created, so as part of the implementation the
language skills need to be created and assigned to tellers. In case a teller is not assigned
any skill, then he will NOT receive any calls.
The tellers can see the incoming calls, including the call details, and then accept the call
that they choose to answer. Please note that the calls will need to be answered at the
soonest, so we suggest as best practices, to answer calls with the longest wait time first
(unless there are VIP Branches, and the bank decides those as highest priority).
Call Transferring is also available as a feature, whereby a teller can transfer the call to a
specific teller or to all available tellers that are currently logged in and have a specified
selected skill (e.g. loan specialist).

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4.3 Customer Authentication

The tellers, based on central bank regulations, to process a consumer request and/or
transaction, might need to authenticate a consumer or see an identification document.
Customer authentication methods include scanning identification documents (e.g.
Passport, ID, Driving License) and/or asking security questions to the consumer. For
scanning identification document process, please refer to section 4.6.1.

4.4 Card and PIN Authentication

The Card and PIN authentication functionality was designed to comply with Central Bank
regulations in the MEA region, which state that for a cash withdrawal transaction
performed through any type of device/machine, the customer must be authenticated by
inserting his personal bank card (credit/debit card) and the correct PIN number. This
functionality can be used as an additional method of authentication when the solution is
licensed under “Interactive Teller for AANDC”.

To enable this functionality, the application needs to be connected to the financial

institution’s NDC ATM Switch (e.g. Base24, Postillion).

In the ‘Interactive Teller for AANDC’ solution, the consumer can start a session by either
touching the button to talk to a teller (or part of Cardless Menu) or inserting his Card &
PIN, and then select to talk to a teller from the ATM Main Menu. To use the Card & PIN
functionality from Self-Service, the consumer must start a session by entering his card in
the card reader.

Once the language is selected, the customer will be transferred to the PIN entry screen
(in the selected language). The customer should then enter the correct PIN number. If the
PIN is correct and the card is fine, the transaction will proceed and the call to the remote
teller will be made, or else, the relevant denial message will be displayed with the
appropriate action.

Once the remote teller accepts the call, the teller session will be initiated. The teller can
then view at the top left-hand side of TellerApp, the Customer Name, Card Number, Card
Expiry Date (if these are available in the TRACK data of the magnetic stripe of the card
used), as well as if the PIN is validated (Card & PIN used).

The teller should then enter the card number to the financial institution’s core banking
application to retrieve the customer’s account details.

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As an additional authentication step the teller might then use the ID authentication method
(Scan ID action) to verify that the customer is the owner of the card (eliminating the
possibility of somebody having the card and the correct PIN, but not being the owner),
which is a requirement by Central Banks for branch teller line operations.

The specific transaction flow should then proceed.

4.4.1 Card & PIN authentication in a Teller Session
Additionally, a remote teller can perform Card and PIN authentication from within a teller
session (applicable for “Interactive Teller for AANDC”). To do so, the remote teller needs
to select the Read Card action, and then to select “Request Card” from the available
buttons.

The customer is then asked to enter his bank card in the card reader which is activated.

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The card data is then displayed to the teller.

The remote teller can then select “Validate PIN”, to enable the validation.

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The consumer is then asked to enter the PIN on the Electronic Pin Pad (EPP).

In case the PIN is validated correctly, PIN Validation will be displayed to the teller with a
tick sign.

The card will be given back to the consumer at the end of the session or when the teller
selects “Return Card” button in the Read Card action window.

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4.5 Terminal Status

The teller, before initiating any transaction with the consumer, can check the status of the
devices that are found in the terminal, to become aware in case any device is in an
error/warning state.

To check the devices status, the teller should click on the button “Terminal Status”.

After that, the teller will be displayed with a list of Devices, the Status of that device
and a Description of the status.

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4.6 Actions
Actions refer to teller actions, that the teller can choose from a list of available actions. An
action can be used as a method to receive data from the consumer to process a request
(e.g. scan an ID card, read a bank card, print a document, read a barcode, etc.).

4.6.1 Scan ID
For scanning identification documents, the teller needs to select the Scan ID action.
Please note that by hovering the mouse over an icon, the description is displayed.

He then asks the consumer to place their identification document on the scanner (as
located for the specific terminal) and then presses the “Scan ID” button.

The consumer then sees the help video animation displayed in the top left-hand side of
the screen, and the live video feed is shown on the right-hand side.

The consumer then sees the help video animation on the ITM screen and the instruction
to insert the ID card as shown in the video.

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After the ID card has been scanned, the teller will be able to see 2 images (a colour image
and an ultra-violet image) of the scanned document. Please note that it is possible for the
teller to select and edit (crop and/or rotate) the scanned image.

4.6.2 Scan Smart ID

Provided that your installed solution supports this functionality, a remote teller can use
this action to retrieve the details from a Smart (chip based) ID card during a session with
a consumer.

Note: The functionality is not supported in all countries. Please check with your NCR
representative about the feasibility of having this feature.

The remote teller selects the “Scan ID” action.

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Within this action, the remote teller clicks the “Scan Smart ID” button.

The consumer then needs to insert his Smart ID card in the card reader of the ITM. The
ID card is first read and then returned to the consumer. The remote teller will then view
the Smart ID card details and any photos associated with it.

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4.6.3 Print
In this action, the teller has access to the different printers found on the ITM and can print
a receipt and/or PDF documents.

Available functionality:
a. Print an existing system generated receipt. The teller can select from the list of
receipts, a specific receipt and then click on either the “Print Receipt” button to
print on the Receipt Printer, or “Print Statement” button to print on the A4 Statement
Printer (or available A4 Printer).
b. Upload an image or a PDF file and print it. The teller can click “+Upload” to browse
in Windows File System for a specific PDF or image document to be uploaded.
Then, the teller can select the PDF or image from the list of documents and either
click on “Print as Receipt” to print on the Receipt Printer or “Print as Document” to
print on the A4 Statement Printer (or available A4 Printer).

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When the receipt/data is printed, the consumer sees the help video animation of the
printer including the instructions to pick up the receipt.

The teller is then notified that the receipt has been printed successfully.

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4.6.4 A4 Scan (Rototype or Fujitsu device)

This action will be enabled if the ITM has attached to it a Rototype (Media Handling unit)
or Fujitsu A4 scanner. The teller can use this action to scan an A4 Document (front and
back as configurable option).

The teller can select the “Scan Document” button, and the consumer will be asked to
enter the document in the Rototype Device compartment (or on A4 Scanning area).
Depending on how it is configured, the scanner will get a scan of front and/or rear sides
of the document and display it to the teller.

Note: only one paper at a time should be entered and scanned, as multiple pages scans
are not supported.

The teller has the options to either “Eject” the document thus giving it back to the
consumer or “Retract” (depending on device) the document thus keeping it inside the
device.

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4.6.5 Forms
‘Forms’ is a powerful functionality available that makes it convenient and fast to retrieve
and store data from consumers. This feature enables the remote teller to retrieve data
from the consumer by sending different questions and/or statements to the terminal. The
questions pop-up one by one on the terminal screen and the consumer fills them in
accordingly. Each answer is then forwarded back to the ‘TellerApp’ so that the teller can
review, and at the same time are stored within the session data for retrieval at a later
stage when needed.

When a teller is in a call with the consumer, the teller can select the “Forms” action.

Then, the following screen will be displayed with the list of available Forms.

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Upon clicking on the “>” button, the specific form will expand, and the teller can select
any of the available questions to ask the consumer.

Once the teller presses the button, the question is sent to the terminal and displayed
on the screen.

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The customer can then view the question on the top left side and then select his answer.
Upon selecting the answer, the teller will view the selected answer as shown below.

When all the questions have been answered, then the teller can ask another confirmation
from the customer by selecting the “Confirm Selected Data”.

On the terminal, the following confirmation screen will be displayed for the customer to
review the answers:

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4.6.5.1 Type of Answers: Free Text

An answer can be in the form of a free text, where the consumer can use the virtual
keyboard to enter any text. He then needs to select “Send” to send his reply to the teller.

4.6.5.2 Date Selection

An answer can be in the form of a date, e.g. a date of birth, where the customer can use
the virtual date selection control to select a date. He then needs to select “Send” to send
his reply to the teller.

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4.6.5.3 Number Entry

An answer can be in the form of a numeric entry, where the customer can use the virtual
number selection control to enter a number.

The consumer can use the virtual numeric number pad that pops up to enter any number,
e.g. phone number. He then needs to select “Send” to send his reply to the teller.

4.6.5.4 Password Entry

An answer can be in the form of a masked text, where the customer can use the virtual
keyboard to enter a password that will be masked with dots.

He can use the virtual keyboard that pops up to enter text. Notice that the text will be
masked with dots. He then needs to select “Send” to send his reply to the teller.

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4.6.5.5 Options Entry

An answer can be in the form of a multiple-choice answer, where the customer can select
any given option like below.

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4.6.6 Customer Data

The teller, at any point in time during the session, can ask the consumer to enter
information on the screen (e.g. Date, Text Data, Numeric information, Multiple choice) via
electronic onscreen keyboard, to use it for various actions or transactions.

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In the following example, the teller asks the consumer to key in a number for an account.
All the fields are edited by the teller, and when they are ready, the teller clicks on “Enter
Data”.

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The form is then displayed to the consumer’s screen to fill it in using the touch screen, as
shown below.

The information entered by the consumer is then stored and displayed to the teller, so
that the teller can use it accordingly.

The following example shows a scenario where a question can be asked with multiple
choice answers, that the consumer needs to choose from. The teller created the form with
relevant question and possible answers, and clicks on “Enter Data” to display it to the
consumer.

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The consumer then sees the question with the possible answers, that he needs to choose
from.

The answer is then stored and displayed to the teller.

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4.6.7 Read Card

The teller at any time during the session, can ask the consumer to insert his bank card to
the card reader to read the consumer’s card details.

Teller selects the “Read Card” action button.

The customer inserts the card in the card reader when prompted, and then picks it up
when the card reader returns the card back.

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The card information is read (Name on card, Card Number, Card Expiry Date) and
displayed to the teller.

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4.6.8 Get Signature

The teller at any time during the session, can ask the consumer to provide his signature.
This can be onscreen signature or via the signature capture device (only available on
SS30s and SS91 series ITM models).

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The customer can the sign on-screen using his fingers or via the pen provided on the
signature capture device.

The signature is then stored and displayed to the teller, as shown below.

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4.6.9 Teller IP Camera

Used mainly when the solution is licensed as ‘Interactive Teller Essentials’, the teller can
choose this action to display to the consumer’s machine, the live video stream from the
IP camera assigned to the teller’s workstation. In this way the teller can share a physical
document or brochure with the consumer.

4.6.10 Scan Barcode

The teller at any time during the session, can ask the consumer to scan the barcode of a
document (only available on ITMs with a barcode scanner).

The customer places the document under the barcode scanner to scan the barcode on
the document.

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The barcode number is read and displayed to the teller.

4.6.11 Fingerprint Reader

Provided that the ITM has a fingerprint reader device connected to it, the teller will be able
to read the fingerprint of a customer for validation purposes. The validation happens
against another system which needs integration with the NCR Interactive Teller system.

Notes:
• Integration with a middleware system through Core Banking Integration Service (CBIS) is
needed for the validation process of the fingerprint.

The remote teller selects the “Fingerprint” action.

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From the “Fingerprint” action, the remote teller clicks on "Scan Fingerprint" button which
initializes the device and scans the customer’s fingerprint. The image generated by the
device is uploaded to the server and a fingerprint icon (not of the actual fingerprint for
security reasons) is then displayed to the remote teller.

The remote teller should then enter the customer’s civil identification number which is
needed for the backend process for authentication.

The remote teller can then select the "Validate Fingerprint" button which is enabled only
after a successful scan. A call is then made to CBIS, and CBIS will check the Financial
institutions backend systems to authenticate the customer and then a message is
displayed to the teller screen ("Successfully Authenticated" or "Not Authenticated").

A session document (image) is then generated (if successfully authenticated), displaying

a success message to the teller (without the actual fingerprint). A record of this will also
appear in Session Review reports.

4.6.12 Transaction Devices

The teller at any point in time during the session, can use the transaction devices (such
as the Cash Deposit, Cash Dispenser, Check Acceptor) as part of actions, to
setup/prepare a transaction. For more information, check the transactions section in this
document.

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4.6.13 Online Banking

This feature allows the teller to display a website (online banking page) to the terminal
which will enable the customer to access a web banking application to perform certain
actions. To access this, the teller selects the below icon.

Clicking on “Connect” button, will load the preconfigured website to the consumer’s
screen.

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The customer will see the page being loaded on the screen. A virtual keyboard is available
for providing any input as needed.

When a customer navigates to a different sub-URL, the Navigation Log in TellerApp will
display the new URL to the teller.

To stop displaying the pages (online banking) on the terminal, the teller can click the
“Done” button.
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4.6.14 Call Classification

This feature (can be enabled or disabled), allows the teller to classify the call (e.g.
Consultation, Transactions, etc.) in a category of calls (predefined) and this information
will be displayed in the Session Review reports.

The teller then selects the call classification from the available list, and then the selection
gets saved for the current session.

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4.6.15 Blank Screen

The teller at any point in time during the session, can blank the screen of the consumer

by clicking on the blank screen button , which is found under the video stream of the
teller (top right side).

This presents the consumer with a black screen as shown in the screenshot below, with
no text (thus a person standing behind a blind consumer cannot see the screen and the
transactions being performed, part of ADA requirements).

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To return to normal view, the teller needs to select the default view button .

4.6.16 Teller On-Hold

The teller at any point in time during the session, can click the “Pause Camera and Audio”
button which will stop the live video stream to the consumer screen and also stops the
sound from the teller to the ITM.

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The consumer cannot see or hear the teller, but the teller can still see and hear the
consumer during the On-Hold process.

Clicking on the "Play” button, the live video and audio stream to the ITM is resumed.

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4.6.17 Take a snapshot

Some Financial Institutions like to have proof of the person the teller spoke with for
identification purposes. When the snapshot button is clicked, a photo is taken from
the terminal’s camera and stored as an image showing the consumer.

The image captured is stored in the images section of the teller application, and it can

also be viewed in the session reports.

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4.6.18 Expand Video Window

At any time during the session the teller can expand the video window or making it smaller.

This can be achieved by clicking on the expand video button on the window.

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4.6.19 Refresh Video Stream

In case the teller faces any issue with the video connection, he can use the refresh Video
Stream button , to refresh the video stream connection.

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4.6.20 CHAT

At any time during the session, the teller can initiate chat and/or reply to the consumer’s
chat in case the consumer started a chat session. Please note that the chat function can
be used to communicate with consumers who may experience hearing problems or who
have speaking/hearing difficulties. It can also be used when background noise prevents
clear communication.

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The consumer then sees on his screen that there are new messages, and clicking on the
chat button, the chat screen appears as per below.

When the consumer clicks on the text entry area, the onscreen electronic keyboard
appears, and the consumer has the option to type in through the keyboard (with options
of Caps Lock, Numeric entry) as well as to select from predefined phrases.

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The screenshot below shows the option of selecting the predefined phrases for chatting
with a teller. Clicking on the “Back” button returns the data entry to the virtual keyboard.

The “Send” button is the action to send the text chat entry to the teller, and it is then
displayed on the chat screen.

Also note that the consumer can initiate chat, by clicking on the chat button and typing in
a message to send to the teller.

4.6.21 View Client’s IP Camera

Used mainly when the solution is licensed as ‘Interactive Teller Essentials’, the teller can
choose this action to view the live video stream from the IP camera that is on the
consumer’s machine. In this way the teller can assist the consumer in completing a
physical document (e.g. where to sign) or even using a tablet for online banking real-time
support.

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4.6.22 End Call

At the end of the session, the teller can close the call by clicking on the “End Call” button ,
which is located at the bottom of the customer video feed.

The teller will then need to confirm that the session must end.

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In case of unprocessed items, the teller will get a warning message.

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4.6.23 Customer Search

The ‘Customer Search” is part of the functionality of the integration with Core Banking
Integration Service (CBIS), used for integrating the solution with the bank’s backend
systems (middleware and core banking system), thus eliminating dual entry.

The teller can use the below fields to search for a customer within the financial
institution’s core banking system.

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The information retrieved varies, based on the integration level but usually consists of
the profile of the customer, his accounts and links to account holder signatures.

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4.6.24 Session documents

All the captured and created session documents (e.g. Receipts, Signatures) can be
retrieved at any point of the session, from the below ‘Session Documents’ option.

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4.7 Transaction Process

Transaction process flows with Interactive Teller, need to follow the same process as
used at the branch teller line. After successful customer authentication (Scan
ID/Passport/Security questions), the transaction can be conducted.

4.7.1 Cash Withdrawal

At the transaction dropdown list, the teller selects Cash Withdrawal.

He then needs to select the proceed button to enable the transaction.

The Cash Withdrawal transaction section is then displayed, and the first step needed to
proceed is to verify that the consumer is an account holder. If this is already done from
previous actions, then the teller can proceed with the transaction and if not, then the teller
needs to validate the consumer first (e.g. Scan ID, Read Card, Security Questions, etc.).

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Once the consumer is validated by the teller, then he may proceed with filling the
transaction details.

The teller needs to select the “Cash Dispenser” from the available actions.

On the new window, the teller needs to enter the details for the dispenser (such as select
the dispenser, select currency, enter amount for withdrawal and if needed configure the
dispenser mix) based on the customer’s request.

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Once the data has been entered correctly, the teller clicks on “Set Mix” to set the dispense
mix, and then clicks “Done” to go back to the transaction details screen.

The transaction details screen displays the amount and currency that is selected, and
then the teller needs to select the account type and key in the account number. Once the
details have been entered, the teller can click “Submit” to begin posting the transaction.

The transaction details are then displayed to the consumer, to review and confirm the
transaction.

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The teller is then notified that the transaction is displayed to the consumer and thus
waiting for the consumer to verify it.

Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

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The teller is notified that the consumer needs to sign.

Once the signature is captured, it is then displayed to the teller for validation.

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The transaction is then executed when the teller clicks on “Yes” to verify that the signature
is the valid one.

The cash is dispensed, and the consumer is instructed to pick the cash that came out of
the cash dispenser. In case the cash to be dispensed is over the configurable hardware
threshold (e.g. 40 notes for the S1 Cash Dispenser), the cash will be presented in multiple
bunches, so that all the cash of the withdrawal transaction will be presented to the
consumer as part of a single transaction. The screenshots below show an example for
three bunches, as notified on the teller application.

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The transaction has been completed successfully and the message is displayed to the
teller (in case of any hardware issue, the appropriate message is displayed to the teller).

After a successful transaction, a receipt image is generated, and the teller can then print
the receipt for the transaction.

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The receipt is then printed out to the consumer, and the teller instructs the consumer to
pick up the receipt from the receipt printer.

If no other transactions are needed, the teller can close the session, and if more
transactions are needed, the teller can click on the transactions drop down list and begin
new transactions within the same teller session.

4.7.2 Transfer

At the transaction dropdown list, the teller selects ‘Transfer’.

He then needs to select the proceed button to enable the transaction.

The Transfer transaction section is then displayed, and the first step needed to proceed
is to verify that the consumer is an account holder. If this is already done from previous
actions, then the teller can proceed with the transaction and if not, then the teller needs
to validate the consumer first (e.g. Scan ID, Read Card, Security Questions, etc.).

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In the transaction details screen, the teller will need to input the details of the transaction
to be posted, which includes the currency of the transfer, the amount, the account type
and account number that will be debited, and finally the account type and account number
of the account to credit. Once the details have been entered, the teller can click “Send
Transaction” to begin posting the transaction.

The transaction details are then displayed to the consumer, to review and confirm the
transaction.

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The teller is then notified that the transaction is displayed to the consumer and thus
waiting for the consumer to verify it.

Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

When the signature is captured, it is displayed to the teller for the teller to validate the
consumer’s signature. The teller validates the signature and then posts the transaction.
Once the transaction has been posted successfully, a receipt is also generated that the
teller can print out to the consumer.

4.7.3 Cheque Deposit

At the transaction dropdown list, the teller selects ‘Cheque Deposit’.

He then needs to select the proceed button to enable the transaction.

The Cheque Deposit transaction section is then displayed, and the first step needed to
proceed is to verify that the consumer is an account holder. If this is already done from
previous actions, then the teller can proceed with the transaction and if not, then the teller
needs to validate the consumer first (e.g. Scan ID, Read Card, Security Questions, etc.).

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The teller needs to select the “Accept Cheque” from the available actions.

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On the new window, the teller needs to click on ‘Insert cheques’ button, to activate the
cheque acceptor, so that the consumer can insert the cheque/s to deposit.

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The consumer is then asked to insert the cheques needed in the check acceptor, as
shown in the help animation displayed on the ITM screen.

The inserted checks are scanned on both sides, and the images are displayed to the teller.

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The teller then clicks on the cheque that needs to be processed. Please note that the
teller can view the Front, Rear and Black & White image of the cheque, as well as zoom
in the cheque using the magnifying glass zoom feature. The MICR code line of the cheque
is read and displayed in the ‘Codeline’ field, and the teller needs to select the currency,
enter the amount, enter the cheque number, as well as the account type, account number
and finally select the ‘Approve’ button to approve the cheque to be processed. The teller
can also retain the cheque or reject the cheque. Once the cheque details are entered, the
teller then clicks on “Update” to update the details, so that the cheque can be processed.
Please note that the teller can also return all the cheques inserted by the consumer back
to the consumer by clicking on the “Return cheques” button.

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The consumer screen is updated with the data entered by the teller as well.

The process is followed for all cheques inserted.

For processing the actual transaction, the teller needs to click on the “Done” button, to go
back to the transaction details section to process the cheque deposit transaction.

The accepted cheques are displayed in a list with cheque number, currency, amount,
account type, account number and the teller needs to select the one to process. By
selecting one, the “Cheques Total” field is updated with the amount of the accepted
cheques and the fields “To Account Type” and “To Account Number” are auto populated
based on the information entered in the cheque acceptor window.

The teller then clicks on the “Submit” to begin the posting process.

Note: Teller will be able to select multiple cheques to be processed on the same
transaction only when cheque currency, type and number are the same for all cheques
selected.

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The teller is then notified that the transaction is displayed to the consumer, so that the
consumer reviews and verifies that the information is correct.

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The transaction details are then displayed to the consumer, to review and confirm the
transaction.

Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

When the signature is captured, it is displayed to the teller for the teller to validate the
consumer’s signature. The teller validates the signature and then posts the transaction.
Once the transaction has been posted successfully, a receipt is also generated that the
teller can print out to the consumer.
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4.7.4 Cash Deposit

At the transaction dropdown list, the teller selects ‘Cash Deposit’.

He then needs to select the proceed button to enable the transaction.

The Cash Deposit transaction section is then displayed, and the first step needed to
proceed is to verify that the consumer is an account holder. If this is already done from
previous actions, then the teller can proceed with the transaction and if not, then the teller
needs to validate the consumer first (e.g. Scan ID, Read Card, Security Questions, etc.).

The teller needs to select the “Cash Acceptor” from the available actions.

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The teller then selects the currency from the dropdown list (currency value comes from
the currency template of the cash acceptor) and click on ‘Request notes’ button to activate
the cash acceptor, so that the consumer can insert the cash into the device.

The teller is then notified that the cash acceptor is ready, and the “Requesting Notes”
popup message is displayed indicating that the device is ready to accept cash by the
consumer.

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The consumer is notified by the teller to insert the cash, but also the help animation and
instructions on the ITM screen are displayed.

As soon as the consumer inserted the cash, the cash is counted by the device and the
value is displayed to the consumer (total value as well as the denomination breakdown
of the deposit).

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The teller can see that the cash has been inserted in the unit, and the relevant details are
displayed in the teller application screen (such as currency, total amount, and the
denomination breakdown of the deposit). The teller now has the option to return all the
cash back to the consumer or click on “Done” button to go back to the transaction details
screen to proceed with posting the transaction.

The transaction details screen shows the accepted total value, and the teller just needs
to select the account type and type in the account number for the account to be credited.
The teller then clicks on the “Update” to begin the posting process.

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The teller is then notified that the transaction is displayed to the consumer, so that the
consumer reviews and verifies that the information is correct.

The transaction details are then displayed to the consumer, to review and confirm the
transaction.

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Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

When the signature is captured, it is displayed to the teller for the teller to validate the
consumer’s signature. The teller validates the signature and then posts the transaction.
Once the transaction has been posted successfully, a receipt is also generated that the
teller can print out to the consumer.

4.7.5 Cash Deposit – Counterfeit Impounding Functionality (ECB6)

As part of the Cash Deposit transaction, the solution supports Counterfeit Notes
Impounding functionality which was developed based on the European Central Bank Act
6 (ECB6) to restrict the recirculation of Bank Notes when these are categorized as
counterfeit notes.

Once a cash deposit is received from a customer, the ‘TellerApp’ will display the Details
of the Inserted Notes such as Number of Notes, Denomination with Currency, Category
of the note, Total Accepted and Total Rejected Notes.

The below is an example of a cash deposit with a good 100 EUR note, and a Suspected
Counterfeit 100 EUR note. Suspected counterfeit notes, will be noted with a red
color.Suspected counterfeit notes will not be able to be returned to the customer but will
be kept in one of the cassette/bins of the deposit device.

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Once the transaction is posted, the customer will need to accept the cash deposit of the
good notes only.

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The following Electronic Journal (EJ) report is generated as part of the session details
and contains information on the counterfeit and real notes.

4.7.6 Cheque Encashment

At the transaction dropdown list, the teller selects ‘Cheque Encashment’.

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The Cheque Encashment transaction section is displayed, with the transaction entry
details.

The teller needs to select the “Accept Cheque” from the available actions.

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On the new window, the teller needs to click on ‘Insert cheques’ button, to activate the
cheque acceptor, so that the consumer can insert the cheque/s to deposit.

The consumer is then asked to insert the cheques needed in the cheque acceptor, as
shown in the help animation displayed on the ITM screen.

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The inserted cheques are scanned on both sides, and the images are displayed to the
teller.

The teller then clicks on the cheque that needs to be processed. Please note that the
teller can view the Front, Rear and Black & White image of the cheque, as well as zoom
in the cheque using the magnifying glass zoom in feature. The MICR code line of the
cheque is read and displayed in the ‘Codeline’ field, and the teller needs to select the
currency, enter the amount, enter the cheque number, and select the ‘Approve’ to
approve the cheque to be processed as part of the transaction. The teller can also retain
the cheque or reject the cheque. Once the cheque details are entered, the teller then
clicks on “Update” to update the details so that the cheque can be processed as part of
the transaction.

Note: “To Account Number” and “To Account Type” are not mandatory fields and should
not be completed for the cheque encashment transactions.

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Please note that the teller can also return all the cheques inserted by the consumer back
to the consumer by clicking on the “Return cheques” button.

The process is followed for all cheques inserted. For processing the actual transaction,
the teller needs to click on the “Done” button, to go back to the transaction details sections
to process the cheques deposit transaction. The accepted cheques are displayed
(number, currency, and value), and the teller needs to select the one to process. By
selecting one, the “Cheques Total” field is updated with the amount of the accepted
cheques.

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The next step as part of the check encashment transaction, is to configure the dispenser
with the actual cash out activity as part of the check encashment transaction. To do that,
the teller needs to select the “Dispense Cash” from the available actions on the top bar.

The teller then selects the actual dispenser of the ITM, select the currency, and key in the
amount that needs to be withdrawn. Please note that the teller can select the
denomination breakdown for the cash to be withdrawn (same as cash withdrawal
transaction).

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The teller selects “Set Mix” to apply the amount and the cash mix
.

The teller then clicks on the “Done” button, in order to go back to the transaction details
screen, and then selects the cheque and clicks on “Submit”.

The teller is then notified that the transaction is displayed to the consumer, so that the
consumer reviews and verifies that the information is correct.

The transaction details are then displayed to the consumer, to review and confirm the
transaction.

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Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

When the signature is captured, it is displayed to the teller for the teller to validate the
consumer’s signature. The teller validates the signature and then posts the transaction.
Once the transaction has been posted successfully, a receipt is also generated that the
teller can print out to the consumer.
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4.7.7 Exchange Money (Foreign Exchange)

At the transaction dropdown list, the teller selects ‘Exchange Money’.

The Exchange Money (Foreign Exchange) transaction section is then displayed, with the
transaction entry details.

The teller needs to select the “Accept Cash” from the available actions.

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The teller then selects currency from the dropdown list (currency value comes from the
currency template of the cash acceptor) and clicks on ‘Request notes’ button, to activate
the cash acceptor, so that the consumer can insert the cash for the money exchange into
the device.

The consumer is notified by the teller to insert the cash, but also the help animation and
instructions on the ITM screen are displayed.

As soon as the consumer inserts the cash, the cash is counted by the device and the
value is displayed to the consumer (total value as well as the denomination breakdown
of the deposit). This is the same way as processing a cash deposit transaction.

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Also note that the teller can see that the cash has been inserted in the unit, and the
relevant details are displayed in the TellerApp screen (such as currency, total amount,
and the denomination breakdown of the deposit). The teller now has the option to return
all the cash back to the consumer or click the “Done” button to go back to the transaction
details screen to proceed with posting the transaction.

The next step is to select the ‘Dispense Cash’ from the available actions of the top menu
and process the cash to be withdrawn as part of the money exchange transaction. The
process followed is the same as the Cash Withdrawal transaction.

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Once the cash to be exchanged is deposited and the cash to be dispensed as part of the
transaction is entered correctly, the final step is to key in the exchange rate and clicking
the “Submit” button to begin the posting process (in the screenshot below as an example,
we have accepted 25 USD and based on 0.20 exchange rate, we set the cash dispenser
to give out 20 EUR).

The teller is then notified that the transaction is displayed to the consumer, so that the
consumer reviews and verifies that the information is correct.

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The transaction details are then displayed to the consumer, to review and confirm the
transaction.

Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

When the signature is captured, it is displayed to the teller for the teller to validate the
consumer’s signature. The teller validates the signature and then posts the transaction.
Once the transaction has been posted successfully, a receipt is also generated that the
teller can print out to the consumer.

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4.7.8 Bill Payment

At the transaction dropdown list, teller selects ‘Bill Payment”.

The Bill Payment transaction details section is then displayed. The teller can optionally
enable the Cash Acceptor device so that a cash deposit is made (to be used in the Bill
Payment). Furthermore, the teller can enable the Barcode scanner on the ITM, using the
“Get Barcode” button (if this is available as part of the machine devices) and scan the bill
invoice (in case the barcode is needed in the core banking application).

In the transaction details screen, the teller will need to input the details of the transaction
to be posted, which includes the following:

• Bill Issuer Name: the name of the entity issuing the bill (e.g. Vodafone)
• Bill Account Number: the account number mentioned in the invoice
• Bill ID: identification number of the invoice
• Bill Amount currency: the currency of the amount mentioned in the invoice
• Bill Amount: the actual amount mentioned in the invoice
• Barcode: action to scan the barcode of the invoice
• Payment Amount Currency: the currency that the consumer will use to pay the
invoice
• Payment Amount: Actual amount that the consumer will pay (customer might
need to pay in 2-3 installments)
• From Account Type: Customer account type that the amount will be debited from
• From Account Number: Customer account number the amount will be debited
from

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Once the details have been entered, the teller can click “Submit” to begin posting the
transaction. The transaction details are then displayed to the consumer, to review and
confirm the transaction.

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The teller is then notified that the transaction is displayed to the consumer and thus
waiting for the consumer to verify it.

Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

When the signature is captured, it is displayed to the teller for the teller to validate the
consumer’s signature. The teller validates the signature and then posts the transaction.
Once the transaction has been posted successfully, a receipt is also generated that the
teller can print out to the consumer.

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4.7.9 SIM Card

This transaction is available when a SIM Card dispenser device is connected to the
solution. Specifically, the solution is certified with the “Sankyo SIM Card Dispenser”
device.

At the transaction dropdown list, the teller selects “SIM Card” and clicks on the “proceed”
button to enable the transaction.

The “SIM Card” transaction section is then displayed, and the first step needed to proceed
is to verify the consumer. If this is already done from previous actions, then the teller can
proceed with the transaction and if not, then the teller needs to validate the consumer first
(e.g. Scan ID).

The next step would be for the teller to select the “Cash Acceptor” from the available
actions so that the consumer can pay for the SIM card.

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In the transaction details screen, the teller will need to input the details of the transaction
to be posted, which includes the First Name, Last Name, Email and Contact Number
(alternate Contact Number) of the consumer and press the “Submit” button.

The teller is then notified that the transaction is displayed to the consumer, so that the
consumer reviews and verifies that the information is correct.

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The transaction details are displayed to the consumer, to review and confirm the
transaction.

Once the transaction is confirmed by the consumer, the consumer is then asked to sign
to authorize the transaction.

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Once the signature is captured, it is then displayed to the teller for validation.

The sim card is dispensed, and the consumer is instructed to pick it up from the slot.

The transaction has been completed successfully and the message is displayed to the
teller (in case of any hardware issue, the appropriate message is displayed to the teller).

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After a successful transaction, a receipt image is generated and the teller can then print
it.

4.7.10 Transaction Notes/Comments

For each transaction, the teller has the option to add a note (multiple notes are supported)
specific to that transaction. This note can be used for internal processes, for example the
transaction ID from the core banking as a reference or can also be used to print a custom
note on the receipt, for example “The cheque clearing process takes 2 working days”.

The teller has the option to print this comment on the receipt, by selecting the “Include in
Receipt” control.

At the end of each transaction screen, the teller can add a comment or click on the “+”
button to add additional comments.

Note: The comments can be viewed in the transaction details of the session review report.
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4.7.11 Transaction override authorization based on transaction amount limits

From software versions 3.5 and onwards, the Interactive Teller solution supports setting
up an override amount for each individual transaction that if reached, an authorization is
needed by a supervisor user. For setting up these amounts, please reach-out to your local
NCR representative.

Note: the override amounts set are per transaction and currency and not per teller or
session.

If the amount entered during the transaction is larger or equal to the override amount
configured as part of the transaction, then an authorization will be needed from a user
that has the proper user right (teller | tellerapp | authorize actions as Supervisor). This
typically would be the Supervisor or head teller of the remote teller.

In the example below, a transfer of 1000 EUR is requested, and the override amount is
set to 1000 EUR.

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Upon clicking on “Send Transaction”, the following window will pop up, requesting
authorization from another user with the right to authorize the transaction. The “authorizer”
is typically a supervisor/head-teller.

As a best practice, while the “authorizer” moves to the teller workstation, the customer
can be put on hold by pressing the below button on the video window.

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The “authorizer” should move to the teller’s workstation and enter his/her credentials in
the request authorization popup window (username followed by the password).

The credentials are then validated and if successful, the transaction will proceed.

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In case the authorization fails, then the following window will popup, notifying the end user
about the result. The teller can then proceed again with the transaction, and the
authorization process will need to be repeated.

Please note that the teller performing the session with the customer cannot auto-authorize
the transaction by entering his own credentials, even if he has the right of an “authorizer”.
For security reasons, a secondary user will be required to authorize the transaction.

For logging and reporting purposes, the authorized action is logged in Session Review
Report under the Transaction Details section.

Note: In case a transaction has two different currencies (e.g. for exchange money, you
can accept cash as part of cash deposit in one currency and dispense cash in another
currency), the validation will happen for both currencies individually, based on the
validation rules configured in the solution. In the transaction details section, both the limits
will be recorded.
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Section 5: Call Transfer

During a session, it’s possible that the consumer has a special inquiry on a financial
product, or questions regarding loans or even seeking financial advice. In that case, the
active teller can transfer the call to a teller/advisor which is an expert in that specific field.

The active teller clicks on the “transfer call” button , which is found on the bottom of
the customer’s video.

The teller has the option to filter available tellers by skills category or choose a specific
teller to transfer the call to. Please note he can type any notes to be passed to the new
teller.

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The following window will be displayed to the current teller.

The second teller will receive the call on the TellerApp. A message icon will appear next
to the teller’s name that transferred the call. When hovering the mouse over the icon, the
message will be displayed like below.

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Section 6: Screen Sharing

At any time during the session, the teller can use screen sharing functionality to share his
screen to the terminal or view the terminal screen.

Please note that when switching from the camera to the screen sharing, the recording will
include the feed from the selected source. If camera source is selected, the camera feed
will be recorded. If at any point of the session the screen sharing feed is selected, then
the video recording will have the screen sharing. Voice communication remains
unchanged.

6.1 Sharing teller’s screen

To share the teller’s screen, select the “screen sharing” icon just below the video feed of
the teller, as demonstrated below.

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Then, the teller as the option to choose which screen, application or browser tab to share.

After the source is selected, the teller screen will stream to the terminal side.

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If for example, a PDF document is shared, the following is displayed to the terminal.

Please note that the audio communication will still be active for the teller and customer to
communicate.

The teller can stop the screen sharing at any time by navigating back to the TellerApp

and selecting the “Stop screensharing” button , which is found at the bottom of the
teller video feed or by using the browser’s “stop sharing” control.

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6.2 Sharing Customers screen

For changing from customer camera to screen sharing, the teller needs to select the
camera options on the top and switch to Screen Display option.

Then, the teller video window will stream the screen of the terminal.

To switch back to the camera stream, the “Main Camera” should be selected.

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Section 7: Appendices
7.1 Troubleshooting
7.1.1 No Video or Audio
• Check that the camera/headset is plugged in and working on its own
application.
• Make sure that the certificate (If self-signed) is accepted on
https://{Servername}:8443

7.1.2 Audio is too Low or too High

• Check that the microphone is positioned directly in front of the teller’s mouth.
• Adjust the volume or microphone, according to the manufacturer’s
recommendations. This may require the headset manufacturer’s software
be used or adjusting windows audio settings. Check the headset’s user
manual for tips and setting for better audio quality.
• Test the audio in a test application or the headset manufacturer software.

7.1.3 Video shows locally but not streaming

In case the teller sees the live video feed coming from the teller workstation’s camera and
the consumer sees the live video feed coming from the ITM’s camera, but both users
cannot see the video steam from the other two ends, then the issue is caused by either
UDP ports being blocked or the endpoints cannot see the Media Server.
• Check that UDP Ports are open for the video stream at all endpoints.
• Make sure that all endpoints (ITM and Teller Workstation) including TellerX Server
resolve the Kurento Media Server name (Ping and Telnet).

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