LOCKBOX EXCEPTION MODULE USER GUIDE March 2018

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1 LOCKBOX EXCEPTION MODULE USER GUIDE March First Tennessee Bank National Association operating as First Tennessee Bank and Capital Bank. Member FDIC.

2 TABLE OF CONTENTS Introduction 3 Startup 4 Lockbox Exception Screen 7 Batch List 8 Transaction Selection 12 Data Entry Detail Screen 13 Posting Transactions 13 Close 14 Image Controls 14 Data Entry 15 Reject Transaction 15 Notes 16 Stub Options 17 Reject Stub 17 Scanline Fix Input 18 Check Options 18 Check Input 19 Check Scanline Fix 19 Correspondence Documents 20 Reject Check 20 MICR 21 Invoice Options 21 Reject Invoice 21 Invoice Input 22 Frequently Asked Questions 24 Lockbox Image Archive User Guide Page 2

3 INTRODUCTION Lockbox Exception Module (aka Interactive Lockbox) offers a web-based interface to view and update the transaction information that needs customer intervention. These transactions require corrections before their processing can be completed by the TMS remittance system. The intended audience for this document is the enduser who works with Lockbox Exception to update transactions. ASSUMPTIONS It is assumed that the reader is familiar with general transaction processing terms and TMS terminology. PREREQUISITES Internet connection to connect to the Lockbox Exception system Microsoft Internet Explorer version 6.0 or later Screen resolution should be 1024 x 760 for the best view CONVENTIONS Some conventions are used throughout this manual while describing the Lockbox Exception functions. Keys on the PC keyboard are referred to by their labels in blue bold letters. The label mentioned in the manual is the one most frequently used on keyboards; however, there are variations from model to model. A plus between key labels indicates that you hold down the first key and then press the second key. Selections from menus are printed in dark red italics. Screen text is indicated in bold letters. Examples of processing screens and menus are intended for illustration only. The appearance of some screens may vary slightly for your particular installation. LOCKBOX EXCEPTION OVERVIEW Lockbox Exception is a web-based system used to repair transactions online. Lockbox Exception provides a simple, interactive interface designed to streamline workflow and automatically present the exception transactions to the appropriate handling group, while maintaining transaction integrity and item retention. Lockbox Exception enables the end user to handle the batches to correct and post the transaction. KEY FEATURES OF LOCKBOX EXCEPTION Ability to view batches and corresponding transactions Ability to sort based on display columns Ability to accept or reject a transaction Ability to view images of check, stub and correspondence documents of the transaction Ability to flip and zoom images Ability to update transactions by inserting, modifying or rejecting the stub information Lockbox Image Archive User Guide Page 3

4 STARTUP 1. Launch an an internet browser and type the URL in the address bar. 2. Once the page has loaded, click on the Log In button and enter your user ID in the Enter User ID field directly below the heading, Digital Banking (Banking Online). 3. After entering your User ID, click on Log In To My Account. 4. Answer the random security question and click Continue. Lockbox Image Archive User Guide Page 4

5 5. Next, provide your password and click Log In. The Lockbox Exception application is an extension of the Lockbox Image Archive. Once in Business Banking Online, click on the Receivables tab and there will be a link provided for Lockbox Image Archive. Click on the link for Lockbox Image Archive and the user will be signed through single sign-on. A sample screen is displayed below: Lockbox Image Archive User Guide Page 5

6 Lockbox Image Archive User Guide Page 6

7 LOCKBOX EXCEPTION SCREEN After logging in, your screen appears as shown in the following illustration. The menu pane on the left provides your action choices: Click an Exceptions Waiting link in the Status column of the Transactions Need Attention! panel to go to the Batch List page). The Locked message indicates the transactions in that row are locked and unavailable to the user. An icon at the top right of the corresponding panel allows you to view /hide the data in that panel. If the menu detail is hidden, click to view it. If the menu detail is displayed, click to hide it. Lockbox Image Archive User Guide Page 7

8 BATCH LIST Select Batch List from the menu pane. The filter pane is added to the screen, which provides four filter options for selecting a batch. You may only work on batches for lockboxes for which you have authorization. BATCH FILTERING The four filter parameters allow you to limit the batch list. You may leave them at their default values to see all batches available to you. Otherwise, make one or more selections: Parameter Site Work Source Suspend Reason Process Date Property Description Select a site from the pull-down list. The list contains all the sites to which your accessible lockboxes belong. Select a lockbox (work source) from the pull-down list. The list includes only those for which you have authorization. Select a suspense category from the pull-down list. You may select a specific reason only after selecting a specific lockbox. The process date defaults to today. You may key in a date or use the calendar icon. See details below. If the selected Work Source has properties defined, this field will display. Click to display the list of available properties that are associated with the work source. If the selected Work Source has properties defined, this field will display. Click to display the list of available properties that are associated with the work source. Lockbox Image Archive User Guide Page 8

9 Click on the check boxes to select the desired items, then click Accept. Click on the Check All check box to select all properties. Click Reset if you need to clear the selections. Click Cancel to discard the changes. PROCESSING DATE DETAILS If you opt to key in a date, enter it in MM/DD/YY or MM/DD/YYYY format in the textbox next to the icon. Clicking the Calendar icon presents a calendar for date selection. It is shown with today's month and day. The calendar enables the user to select the desired dates. Options are available to browse through months and years to select the desired dates. Click to invoke the calendar. To change the year, click the left arrow < to go to the previous year, click the right arrow > to go to the next year, or click the down arrow v t display the list of years, and choose one. Lockbox Image Archive User Guide Page 9

10 To change the month, click the left arrow < to go to the previous month, click the right arrow > to go to the next month, or click the down arrow v to display the list of months, and choose one. When you have chosen the year and/or month, that year and month's calendar is displayed. Click on the desired day to fill in the date field. Click Clear to blank out the date field. Click the large X to close the calendar display without changing what is currently in the date field. Lockbox Image Archive User Guide Page 10

11 VIEW BATCHES When your filter parameters are set, click the View Batches button to display the list of batches that satisfy your filters. For example: If no batches satisfy your filter entries, a message is displayed in place of the batch list that reads: You may click the Go button to go directly to the first transaction in the first batch. Alternately, select a specific batch by clicking anywhere in the batch's row. The list of transactions that need correcting is then presented. Lockbox Image Archive User Guide Page 11

12 TRANSACTION SELECTION After selecting a batch, the list of transactions needing correction is displayed. The blue area below the title bar will show the filter selections that gave you these transactions. The Select Transaction screen displays up to 20 transactions at a time. When you click on a transaction the system displays the Data Entry screen for the selected transaction (see next page). If the Skipped Transaction check box is selected, previously skipped transactions are included in the list. If there is an icon in the Status column it indicates that this transaction has been skipped previously. An icon in the Status column indicates the transaction is locked. Click the Refresh button to reload the transaction list. Click the Select Batch button to return to the Select Batch screen. Note: On clicking a column title, the system sorts the table by that column. Note: If there are more than 20 records then >> (Next) and << (Previous) are provided to navigate through the records. Lockbox Image Archive User Guide Page 12

13 DATA ENTRY DETAIL SCREEN The Data Entry detail screen provides access to the items, stubs (or invoices) and checks, that make up the transaction selected from the Select Transaction screen. On the right are two lists, one for stubs or invoices and one for checks. The image of the selected item is shown next to its list. Above the stub list are four buttons, Post, Reject Tran and Close, and two pull-down lists with other options, Stubs (page 18) and Checks (page20). For full-page batches an Invoice pull-down list appears in place of the Stubs pull-down list (page23). Note: For checks-only mode, only the check image is displayed and the stub area displays the message Image Not Available. Note: The pull-down list illustrations show all items that may appear on the lists. The lists are dynamic - some items will not appear on a list if they are not applicable to the current batch (for example, Corres Doc will not appear on the Checks pull-down list if the batch does not contain correspondence documents). POSTING TRANSACTIONS Click Post to update the database once you finish the corrections. Lockbox Exception allows only balanced transactions to be posted. In other words, the stub total must equal the check total. If there is a mismatch between the amounts, the following message is displayed: Lockbox Image Archive User Guide Page 13

14 Correct the stub or check amount in the list on the right and click Post again. To retain the original transaction items before posting, click the Close button. This will take you back to the Transaction Selection screen without any changes. Note: Once a transaction is posted, the next transaction of the selected batch is displayed. After all the transactions in the batch are posted, the Select Batch screen is re-displayed. CLOSE To return to the Select Transaction list before completing all transactions, click the Close button. If you have not posted your changes, you are prompted to confirm your request: Note: Ensure that you post a transaction before moving on to a different screen. IMAGE CONTROLS The image control options become available when you hover the mouse over an image. They enable you to flip, rotate or zoom the images in/out for better clarity. The image control buttons are explained below: Tool Description Rotate the image by 90 o Flip the image Zoom in on the image Zoom out on the image Change the image size to fit the window Open the image in a new window Lockbox Image Archive User Guide Page 14

15 DATA ENTRY After selecting a transaction, you may change stub or check amounts or use a function from the Stubs or Checks pull-down lists. Note the Suspend Reason shown above the stub image. This will give you another clue as to what correction is needed. To change an amount, click the Amount cell for the item, in the appropriate table on the right. Key in a new amount. Make any other needed corrections by using the Stubs or Checks pull-down lists (described on the subsequent pages). After entering the data, click Post (see page 14 for details) to move on to the next transaction. You are returned to the Batch Selection screen when the last transaction is posted. REJECT TRANSACTION To reject a transaction, click Reject Tran. A list of reject reasons is displayed. Select a reason by clicking the radio button next to the reason. Lockbox Image Archive User Guide Page 15

16 Click OK. All items in the transaction are marked as rejected, including any inserted stubs. A message is displayed for your confirmation: The selected reason is assigned to the transaction. You must Post the transaction for the reject to take effect. Click Cancel to retain the transaction. NOTES To add notes to a selected item, select Notes from the Stubs, Invoice, or Checks pull-down list. Enter or edit comments in the Add Notes box and click Add. The top pane lists any notes previously entered. Select the check box to edit or delete an existing note. Then click Delete or Edit. Click Reset to clear the notes area. Click Print to send the note to your printer. Lockbox Image Archive User Guide Page 16

17 STUB OPTIONS The Stubs pull-down list provides functions for modifying the stub information for the selected transaction. Your choices are: For the Notes option see page 17. REJECT STUB A stub may be dropped from a transaction by using the Reject stub option. A list of reject reasons is displayed. Select a reason by clicking the radio button next to the reason. Click OK. The selected reason is assigned to the item. A confirmation prompt is displayed. Click OK to reject the item or click Cancel to retain the item. Lockbox Image Archive User Guide Page 17

18 SCANLINE FIX INPUT To correct scanline information, select SLF Input from the Stubs pull-down list. The displayed window provides the scanline fields. Question marks indicate the characters that have been read incorrectly. Make your corrections and click Save. See preceding page for a description of the speed buttons. CHECK OPTIONS This option is used to correct the check account number and amount information that was captured at the time of processing. Lockbox Image Archive User Guide Page 18

19 For the Notes option see page 17. The check options are explained below. CHECK INPUT Select Check Input from the Checks pull-down list to display the Check Item Entry form for editing the check details. Make your changes to the presented data and click Save. See example below: CHECK SCANLINE FIX To correct scanline information, select Check SLF from the Checks pull-down list. The displayed window provides the scanline fields. Question marks indicate the characters that have been read incorrectly. Make your corrections and click Save. Lockbox Image Archive User Guide Page 19

20 CORRESPONDENCE DOCUMENTS To view the image of non-dollar/correspondence documents or coupons/full pages without check transactions, select Corres Doc from the Checks pull-down list. This option is available only when there are correspondence documents in the transaction. If there is more than one document in the same transaction, click on the Seq No link to browse through the list. REJECT CHECK A check may be dropped from a transaction by using the Reject Check option. A list of reject reasons is displayed. Select a reason by clicking the radio button next to the reason. Click OK. The selected reason is assigned to the item. A confirmation prompt is displayed. Click OK to reject the item or click Cancel to retain the item. Lockbox Image Archive User Guide Page 20

21 MICR INVOICE OPTIONS Select MICR from the Checks pull-down list to view the MICR information. The MICR information replaces the stub information between the check and stub images. There will be an icon that you can click to remove the MICR information and re-display the stub information. The Invoice pull-down list provides functions for modifying the invoice (full page) information for the selected transaction. Your choices are: For the Notes option see page 17. REJECT INVOICE Choose Reject Invoice from the Invoice pull-down list in the Data Entry screen or click Reject Page from the Invoice Input screen. Rejecting an invoice will reject the entire transaction. A list of reject reasons is displayed. Select a reason by clicking the radio button next to the reason. Lockbox Image Archive User Guide Page 21

22 Click OK. All items in the transaction are marked as rejected. A message is displayed for your confirmation. Click OK and the selected reason is assigned to the transaction. You must Post the transaction for the reject to take effect. Click Cancel to retain the transaction. INVOICE INPUT Select Invoice Input from the Invoice pull-down list to display the Invoice Input form for editing the invoice details. Enter a line of data in the provided fields for each item that needs to be entered/corrected and press the Tab key to enter that item. A new blank line is displayed for entering the next item. Lockbox Image Archive User Guide Page 22

23 Make your changes to the presented data and click Save. Click Cancel to return to the Data Entry screen without saving your changes. In addition to the Save and Cancel buttons, there are several other buttons at the top right of the screen that provide access to other functions. For the Notes option see page 17. Reject Item allows you to reject a line item. Click in the line to be rejected and click Reject Item. You are prompted to confirm. For the Reject Page function, see page 21. Lockbox Image Archive User Guide Page 23

24 FREQUENTLY ASKED QUESTIONS Q: How does a user know that a batch is in Lockbox Exception Data Entry? A: When a batch is moved to the Lockbox Exception Data Entry stage, an notification is sent to the authorized user (user of the lockbox, whose ID is defined in the Customer Profile module) indicating that the batch needs correction. Q: What happens to the items entering Lockbox Exception Data Entry? A: When a batch is moved to the Lockbox Exception Data Entry stage, the user is allowed to change the stub item fields through the Lockbox Exception web interface. The user is expected to correct the stub information within the Lockbox Exception Cut-Off Time. Q: How does a user know that Lockbox Exception Cut-Off Time is reached? A: When the Lockbox Exception Cut-Off Time for the batch is approaching, an is sent alerting the user to correct the stub information of that batch. Q: What happens when the Lockbox Exception Cut-Off Time is reached before Stub Data Entry? A: When the Lockbox Exception Cut-Off Time is reached, the batch is moved automatically to the next stage irrespective of whether it is corrected or not. If any of the items in the batch are left incomplete or if any of them are held, the following action is taken as configured: These items are grouped and a new batch is formed out of these and is carried over to the next processing date. Q: Is there a limit for carrying over the transactions? If yes, what happens to the items that are carried over for a maximum allowed limit? A: There is a 2-day limit for carrying over the transactions. When the maximum is reached, the items will be rejected and sent back to user as un-processable. Q: How does the user correct exception items using Lockbox Exception? A: After selecting a transaction, the user can see the corresponding check and stub, and decide on a method of repairing the transaction using one of the following: Stub Data Entry Stub data entry gives the option of correcting the stub account information that is captured at the time of processing. Reject The stubs/checks/whole transaction, which is inserted through Lockbox Exception interface, can be rejected. For example, if an electronic stub is inserted and later found that the insertion is not necessary, you can reject the stub. Lockbox Image Archive User Guide Page 24

25 Q: When is a transaction ready for posting? A: After updating the field information of stub(s) or after insertion of stub(s), the transaction is considered to be ready for posting. Q: Are there any conditions to reject a stub? A: Only stub items inserted using the Lockbox Exception web interface can be dropped from the transaction. The user has to specify the reason for rejection in the pop-up window. Q: What happens if I close Internet Explorer without logging out? A: If the Lockbox Exception system is closed without logging out, whatever transactions you have made without posting will be lost. Hence, it is safer to log out than close Internet Explorer. Q: What happens if I navigate to another URL without logging out? A: Your transactions will be lost. Hence, it is safer to log out before navigating to a different URL. Q: Can I logon to the Lockbox Exception system in multiple Internet Explorer windows? A: The Lockbox Exception system supports you to log on in more than one Internet Explorer window. Lockbox Image Archive User Guide Page 25

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