Expert: Mark Hanke - 8/12/2010

Question
Hi,
I recently install a hyo 1820 ce,connected on
pots line.  Customers are complainting of
slow transaction times.  The ATM shares the
pots line with a fax and credit card machine.  
Could these devices even in idle state cause
slowness over the pots line?

Answer
Hi -

I'd be glad to help answer your question and help diagnose your problem. Franklin ATM Service has plenty of free technical advice....even if you aren't our customer (yet....).

For other readers: POTS = Plain old telephone service; this can also be called an analog phone line.

Here is how I would diagnose the problem:
1) Turn ON the modem speaker OUT
  > Main Menu
  > System setup
  > modem setup
  > turn speaker out to ON
2) press cancel until you get to the customer screen
  > Try a balance inquiry and listen to the modem make the calls
    > Listen for noise during the dial tone as host phone #1 is called
         > if you hear an error message from the phone line, then your host #1 phone number is wrong. The machine will attempt to call host #2 phone number. The ATM will take some time to call host phone #2. Correction method: change the host #1 phone number to the correct number.

         > if you hear a clean dial tone and the modem connection to the first number dialed, then your setup is probably OK (...for now).
         > Perhaps the slow dial tone occurs occasionally, but not each time. Then you may have a problem with the fax & credit card lines.


3) Check the error message log. What errors are showing up in history?
  > D17xx or D18xx messages ( I mean D1701-D1706 messages, etc).
    > those error messages are relating to problems with dial tone and modem ACK (signal acknowledge at the host computer modem)
    > Call your host processor to look for connection problems on their end


4) Go to main menu> diagnositics
  > go to Modem, then test dial
  > try to dial your own cell phone number (or any other nearby number)
  > Did you hear a clean, no static dial tone prior to the digits being dialed? If not, then check all phone connections. Remove the credit card machine and fax temporarily and connect the ATM phone directly to the phone jack in the wall. Try a test dial again. Any change in dial tone? If yes, then get a new phone line splitter.


I hope this helps. Send another message if you see more error messages or have other info on the exact problem.


Mark Hanke
Franklin ATM Service