A) INTRODUCTION

About:
- Trainer
- Students
- TRAINING GOALS
- Learning methods:
~spiral path, revisiting
~ focusing on most important, additional trainings later
- RPoS: Company, teams, notable persons
- NCR: aloha owner and developer
1. What do we support – hospitality in USA
1.1. PoS systems: Hospitality vs Retail
1.2. Alohapos introduction
 Iber - Radiant – NCR
1.3. alohapos Concepts:
~ Table Service (servers, tips)
~ Quick Service (fast food, drive through)
~ Cinema (handhelds)
~ Kiosks (remote stations, wireless, GSM)
1. What do we support – hospitality in USA

1.4. Aloha versions:

~ Aloha Table Service, Aloha Quick Service
~ 6.7, old Aloha Manager, database in DBF files
~ 12.3. and 14.xx, new Aloha Manager, server database in
SQL, client in DBF files
~ 15.X built for PCI compliance, increased significance of
Radiant Auto Loader (RAL)
1. What do we support – hospitality in USA
1.5. Aloha site IT layout:
~ Internet
~ File Server (Back Office Computer) with hasp
~ Switch(es)
~ Workstations (PoS Terminals, cash registers)
~ Handhelds
~ Printers
1. What do we support – hospitality in USA

~ Kitchen Video Screens

~ Menu Boards…
1.6. Jobs and job codes by concepts:
~ TS: server, bartender, chef, busser, manager,
assistant…
~ QS: server, manager
1. What do we support – hospitality in USA

1.7. Workday layout:

~ Clocking in
~ Assigning drawer
~ Making orders
~ Taking breaks
~ Checking out and declaring tips
~ Clocking out
1. What do we support – hospitality in USA

1.8. Payments are based on clock in/out

1.9. Ordering process:
~ Customer arrives, server approaches
~ Customer orders items
~ server on POS terminal opens check/table/tab, adds items
on it
~ Every item gets automatically routed to appropriate station
printer or kitchen screen
1. What do we support – hospitality in USA
~ full order shows on expo
~ Over the time order can be modified, items added or
deleted, quantities changed
~ When finished, customer is paying order, server enters type
of payment
~ After payment gets approved, check gets closed
~ Checks can be reopened after being closed (usually
requires manager access)
2. Windows 101
2.1. Multi-user, multi-task OS, different account and permissions
can be set for each user
2.2. Windows drives and making space
2.3. Executables and services:
~difference between executable files and services
~example: windows Communications services
2.4. Basic Windows tools
2.5. Command Prompt (CMD)
2. Windows 101
2.6. System properties
2.7. Windows users
2.8. Control Panel: Programs, Windows Firewall, UAC
2.9. Screen and printer settings
2.10. Local security policies – gpedit.msc
2.11. Setting Up Auto login
3. Networking 101
3.1. Cat5 and Cat6 cables, RJ11 and RJ45 connectors
3.2. TCP/IP protocol and TCP/IP address
3.3. TCP/IP Windows settings
3.4. IP address stacking
3.5. LANA adapter binding
3.6. Network broadcasting
3.7. Network CMD commands: ping, arp -a, ipconfig
5. Aloha PoS hardware
5.1. FS (BoH) computers
~ HASP keys
5.2. PoS terminals: 1210, 1220, 1510, 1515, 1530
5.3. Kitchen hardware:
~ RadVid controller (kiwi)
~ Aloha Kitchen terminals
~ Screens
~ Bump Bars
5. Aloha PoS hardware
5.4. Printers: receipt, remote, IP (Epson, Bixolon)
5.5. Customer displays:
~ Order Confirmation Display (OCD)
~ Order Confirmation Board (OCB)
5.6. Digital menu boards
5.7. Fingerprint scanner (FPS)
5.8. Cash drawers (direct and printer fired) and tills
5. Aloha PoS hardware
5.9. Magnetic stripe reader
5.10. Pin pads
5.11. Handhelds:
~ Orderman 7
~ Orderman Sol
~ Iphone / IPAD
5.12. Various: backup batteries, scale, coin changer, bar code
scanners…
6. Aloha PoS basics
6.1. Aloha PoS data flow
6.1. Roles of FS (BoH) with Aloha Manager (OAM,
NAM and CFC) – licence, control, changes and
reporting
 Configuration Center (CFC), server database in cloud
6.2. Roles of PoS terminals (FoH, PoS) – labor data,
managing orders
6. Aloha PoS basics
6.3. Folders and files on BoH and FoH:
~ Dated Sub(folder)s – data for previous days
~ BIN: Iber, executables and libraries, Aloha core
~ BMP: graphics and pictures
~ DATA: database and settings, aloha.ini and *.dbf (emp.dbf, prt.dbf,
cd.dbf, itm.dbf…)
~ TMP: logs and debouts (Debugging Outputs)
~ Marker files
6.4. Aloha environmental variables
6. Aloha PoS basics
6.5. Electronic Data Capture (EDC) and Connected Payments
(CP)
6.6. Starting Aloha: RAL vs Ibercfg.bat
6.7. Refresh Process and file synchronization
6.8. End of day (EOD) process
6.9. Grind: EoD grinding, reports grind, polling grind
6.10. Backup modes: redundancy and spooldown
7. Hosted solution products
7.1. Aloha Enterprise – web portal for Insight, each customer has
domain
7.2. NCR Pulse – mobile app for reporting and other services
7.3. Aloha Loyalty and Aloha Stored Value (ASV)
7.4. Command Center (CMC) / Secure Access (SA) – remote access
application
7.5. Aloha Online Ordering (Aloha OLO) – online ordering website
services
7.6. Aloha Configuration Center (CFC)
8. Customers
8.1. Anatomy of a call
~ Answering call, which lines to use
~ Gathering required information
~ Understanding issue – if in doubt always ask customer to
reproduce
~ Solving issue and closing the call
8.2. Ticket language: as close as possible without profanity,
avoid being offensive
8. Customers
8.3. Extraordinary service – HEAL
8.4. Notable customers, franchising, custom procedures
8.5. Site working hours, USA time zones
B) Operations and troubleshooting
Notable areas:
- Tools
- Hardware troubleshooting
- Software troubleshooting
- BoH and FoH procedures
- Database issues
- Password management
1. Support tools
1.1. Documentation and storage
~ Confluence
~ Bosnian schedule
1.2. AutoTask ticketing system
~ Finding customer in database
1. Support tools
~ Creating tickets, ticket status, agent status and severity
definitions
~ Adding and editing timed and regular notes
~ Escalations
1.4. Fuze telephony software
~ Queues explained
~ Receiving and making calls
1. Support tools
1.5. Command Center (CMC) remote login
~ CMC layout: site info view, file transfer view and
screens, console log screen, alerts
~ CMC menu bar
~ VNC remote desktop screen, usage, menu and conflicts
~ Command prompt
1.6. PushVNC and PushCMC utilities
1. Support tools
1.7. Bomgar remote control software
~ Functions
~ VNC software on BoH: VNC Viewer, UltraVNC,
TightVNC
1.8. Servoyant
~ logmein
1. Support tools
1.10. DBF Navigator
1.11. Trans.log tools: Support Ready Suite (SRS) 2, Fix
Shifts
1.12. Example of some batches and most used prompt
commands
1.13. reading debouts and logs (notepad or notepad++)
1.14. RMA/SO – FS
2. BoH installation overview
2.1. Connecting to BoH via TeamViewver
2.2. Configuring network
2.3. Setting up CMC
2.4. Copying dated subs
2.5. ADDITIONAL CONFIGURATION - EDC /
Connected Payments EXAMPLE
3. BoH issues
3.1. File Server will not power up
3.2. File Server not loading Windows
3.3. No internet connection
3.4. File Server freezing and or rebooting
3.5. File Server running slow
3.6. Multiple terminals cannot connect to FS
4. HASP troubleshooting
4.1. "Security key not found" error
4.2. "Wrong security key" error
5. PoS terminal installation
5.1. Terminal staging and installation using RAL
5.2. Manual installation and Terminst
5.3. Swapping terminals with RAL
6. Terminal troubleshooting
6.1. Terminal will not power up
6.2. Terminal will not load Windows
6.3. Touchscreen and calibration issues
6.4. "Cannot locate File Server" message
6.5. "System is stopped, waiting for permission to
resume"
6. Terminal troubleshooting
6.6. Terminal boot loops
~ Identifying boot loop
~ Stopping boot loop
~ Finding cause and fixing issue
7. Printer procedures and troubleshooting

7.1. Printer database file, prt.dbf and finding printer type

7.2. IP printer installation and settings
7.3. Printer TroubleShooting scheme from confluence –
step by step
7.4. Printer has power but does not print
7. Printer procedures and troubleshooting

7.5. Printing gibberish, wild characters

~ Printer DIP switch settings
7.6. Printer not cutting paper
7.7. BoH printers and virtual printers
8. Customer displays
8.1. OCD not showing picture at all
~ No power
~ RSS Engine (Orderpoint) issues
8.2. OCD showing same picture as terminal
8.3. OCD showing blank or solid screen
8.4. OCD is showing images/attract screen but does not
show the items/order details
9. Fingerprint scanner troubleshooting
9.1. Fingerprint scanner has no response to touch
9.2. "Fingerprint not recognized"
9.3. "Cannot enroll fingerprint"
10. Cash Drawers
10.1. Please close cash drawer
~ Setting cash drawer to be printer fire
11. Magnetic Stripe Readers
11.1. Cannot log in terminals / Credit cards not working
12. Kitchen Video: RadVid
12.1. Determining kitchen video: RadVid or AK
12.2. RadVid setup console on BoH
12.3. Getting "No Network Available" message when using
RadVidSetup.exe
12.4. All video is frozen
12.5. Single kiwi is showing only blank screen
12.6. Changing kiwi's ID and IP address
12.7. "VideoMX.dll failed to initializE
13. Kitchen Video: Aloha Kitchen
13.1. AKs not powering or loading windows
13.2. All AK terminals bootlooping
13.3. "No BoH" / "Master" on AK terminals
13.4. Orders not being sent from single screen
14. Aloha operations and troubleshooting
14.1. Redundancy
~ Getting site in redundancy
~ Recovering site from redundancy
~ File server recovery does not work
14.2. EoD settings and issues
~ EoD event
~ 9 steps of EoD
14. Aloha operations and troubleshooting
~ Incorrect date of business:
a) DoB behind of system date – manual EoD
b) DoB ahead of system date
~ "Waiting for EoD to complete"
~ Site is doing multiple EoD cycles
~ Forced (manual) EoD
14. Aloha operations and troubleshooting
14.3. Grind
~ Manually grinding dated subs
~ "Waiting for YYYYMMDD to grind"
~ Grind will not start
~ Grind crashes – log does not grind, /debout switch
and debout.g01
14. Aloha operations and troubleshooting
14.4. Trans.log issues
~ Most notable causes of log issues: power failures, network
blackouts and database changes
~ Trans.log backups: mirror.log, back000X.log
~ "Attention managers…" / "Trans.log appears corrupt at
position XXXX": running fixlog
~ Putting site on new log
~ Trans.log merge and split
15. Electronic Draft Capture
15.1. EDC start and login issues
15.2. Unable to authorize Credit Cards
15.3. Spooling mode
~ Getting site in spooldown
~ Recovering site from spooldown
15.4. Batch settlement failures
15.5. Authorizing, Adjusting, Voiding and Refunding from EDC (Refund
limit in EDC and on FoH)
15.6. Rekeying (Authorizing) declined transactionS
16. Connected Payments
16.1. CP overview
16.2. BoH and terminal installation
16.3. Basic CP Troubleshooting
17. Aloha database reseed
"was working yesterday, not working today“
17.1. Reseeding OAM
17.2. Reseeding NAM
18. Aloha Manager – database management application

18.1. Cannot log in OAM/CFC/NAM

18.2. Tech access is not working
18.3. Detailed menus overview
18. Aloha Manager – database management application

18.4. Common issues:

~ New items do not print/show
~ Missing sales when viewing reports in Aloha
Manager or Configuration Center
~ MOD requesting deletion of an old or terminated
employee profile for any reason
~ Cannot edit punches (worker missing from database)
18. Aloha Manager – database management application

18.5. Daylight Savings Time (DST) troubleshooting

18.6. Reporting discrepancies
18.7. Aloha guides overview
18.8. CFC online guide
19. Common FoH operations and issues
19.1. "You are no assigned to any drawers" – assign/un-assign
drawer
19.2. Clear FoH password
19.3. Assign mag card
19.4. Worker locked on terminal
19.5. Stuck check or table (ghost check)
19.6. Working with checks
19.7. Unable to adjust tips
20. Aloha Takeout (ATO)
20.1. Interface terminal and employees
20.2. ATO "Security key expired"
20.3 ATO redundancy
21. Menulink (NCR BACK OFFice)
21.1. Using NBO Assistant and Manager
21.2. Performing data import and export
22. Hosted common
22.1. Getting terminal online in CMC
22.2. Online ordering not working
22.3. Pulse is now showing recent reports
23. Password management
23.1. Security concerns
23.2. Windows password reset
23.3 Windows account locked
23.4. OAM password reset
23.5. NAM/CFC password reset
23.6. EDC password issues
24. Other PoS systems
24.1. Toppers
- Toppers team: Full TS when toppers team is off
24.2. digital dining
- Basic TS
- escalation on ddsupport@resourcepos.com
24.3. Microsale (micro$) – Blackhawk in Bomgar
- contacts: ralfonso@resourcepos.com,
aroberts@resourcepos.com