My Ticket. User Guide

Transcription

1 My Ticket User Guide Last Updated

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3 Contents Introduction... 2 Wildcat Help Desk... 2 Setup and Configuration... 2 Paper Supplier... 2 Web Orders... 2 Hardware... 3 EGM Hardware... 3 Ticket Printers and Loading Paper... 3 Cashier Hardware... 3 Ticket Tools Ticket Printer Troubleshooting Clear TITO Lockup Pager Messages Tickets... 4 Ticket Status... 4 Redeeming Tickets via Cashier... 5 Process Tickets via Cashier - Order of Play... 5 Ticket Won t Scan... 5 Redeeming Tickets via CRT... 5 Lost Tickets... 6 Searching for Tickets... 6 Wildcat Cashier... 6 EGM Voucher Reconcilation Report Detail (Wildcat)... 7 EGM Voucher Reconcilation Report Detail (Web Version)... 7 EGM Voucher Reconcilation Summary Detail (Web Version)... 7 Ticket Did Not Print... 8 Ticket Interrogation... 8 Find Voucher Number... 8 Confirm Manual Redemption... 9 Recording a Manually Redeemed Ticket... 9 Balancing the Gaming Float Calculating Total Tickets Value Bulk Scan Float Balance Report (Web Only) Pending Tickets CRT Reimbursement EGM Float Balance Report (Web Version) Gaming Cash Clearance Data Entry Gaming Bank Deposit Site Reconciliation Summary (Web Version ONLY) Calculating Gaming Bank without PENDING Tickets Calculating Gaming Bank including PENDING Tickets MyTicket Reporting Max Reports Advanced (EGM Cash Clearance) TITO Reinvestment (Reports/Advanced/Audit) TITO Transaction Report Unclaimed Tickets Host Configuration EGM Properties/ EGM Details Identifying TITO Units TITO Host Workflow Appendix Gaming Deposit Option One No Pending Tickets Gaming Deposit Option One Including Pending Tickets

4 Introduction Maxgaming s MyTicket (TITO) is the development of an automated system that accepts and verifies tickets as a form or payment from gaming machines. This takes form with a Ticket in reader and Ticket out printer that produces tickets in a predefined approved format. Wildcat Help Desk For any questions regarding the MyTicket functionality, please do not hesitate to call: THE MAXGAMING WILDCAT HELP DESK (24 Hours) Setup and Configuration When MyTicket is installed at the venue, components will be created and some configuration is required to ensure all is correctly enabled at site level. These settings will be completed by a Maxgaming representative on the install day (either on site or from Maxgaming head office). Paper Supplier Maxgaming s preferred Ticket supplier is: Stewart Coleman Business Development Manager Phone: Fax: Phone: stewart@choicepaperandimaging.com.au Orders: orders@choicepaperandimaging.com.au Web: Web Orders For customer convenience you can order from the Maxgaming website. After logging in, click on the My Ticket tab at the left of the screen: Click ORDER TICKETS and complete the fields as required. Click on SUBMIT and your order will be processed. You will receive a confirmation based on the nominated address in the order fields. Delivery times may vary it is recommended to have a box in surplus at all times. 2

5 Hardware The following hardware is compulsory to enable the MyTicket system to work to its full potential. This will be installed by qualified technicians. EGM Hardware QCOM 1.6.6i EGMs will require a Ticket Printer installed (see photo bottom left) as well as a Bank Note Acceptor (BNA) and Game Upgrade which are all supplied by the EGM manufacturer. Venues will need to negotiate their options directly with manufactures and have all QCOM 1.6.6i EGMs ready prior to go live. Ticket Printers and Loading Paper It should be noted that paper packs are to be loaded with the black bars facing up and towards the front. Only one pack per printer can be loaded for each EGM each pack contains 400 tickets. Packs cannot be joined and for this reason paper supply should be checked regularly (i.e. during each cash clearance). Tickets purchased from Maxgaming for the MyTicket system are compatible with the ecash Floor CRT and Compact CRT. Cashier Hardware The Cashier Management PC will be fitted with a barcode scanner to facilitate the manual redemption of TITO tickets. The scanner simple plugs in to an available USB port on the management PC. The scanner is supplied by Maxgaming during installation. 3

6 Tickets The slips of paper that print from gaming machines are called Tickets. The ticket shown below is for a collect of $1.00. Tickets can be printed for any amount up to and including $5000. Any ticket over the amount of $ MUST be paid via Cashier or CRT (if installed). Each venue can specify the maximum ticket value by contacting their Maxgaming Account Manager. The following flow chart shows the very simple ticket order from start of gaming play: Ticket Status As tickets printed from a gaming machine are treated essentially the same as normal payouts (cancel credits, jackpot handpays etc) a status is assigned to them based on actions taken or to be taken. PENDING STATUS REDEEMED STATUS UNCLAIMED STATUS Ticket has been printed but has not been inserted into a gaming machine or paid via cashier/crt. Pending tickets are valid for 365 days from printing. Printed ticket has been inserted into gaming machine or paid via cashier/crt. The ticket has been in Pending status for over 12 months (365 days). The amount is to be sent to OLGR (as per regulatory requirements). 4

7 Redeeming Tickets via Cashier Where the ticket value is more than $ the patron will approach the Cashier as normal. A Wildcat computer will be available and should be open at the Cashier screen. If required, stop (PAUSE) Autoprint. The cashier will click into the BARCODE FIELD and scan the ticket with the attached barcode scanner. To pay the ticket they must press F7 or click ISSUE. Note the change of status from PENDING to REDEEMED. This ticket is now redeemed and can be paid. The ticket is to be kept by the Cashier to assist in float balancing at the end of shift or day. Process Tickets via Cashier - Order of Play It is extremely important that tickets are SCANNED BEFORE PAYING THE PATRON. If the ticket has been redeemed previously the system will not allow it to be scanned again. This is a security control to assist staff where a ticket may, for any reason, find its way back into public space. Ticket Won t Scan Where a barcode has been damaged or stretched due to being pulled from the printer, the ticket will need manual redeeming. Click BARCODE field and type the barcode number (without the dashes) and press ENTER on the keyboard. The ticket will display and can now be redeemed as per the normal process. Redeeming Tickets via CRT The Cash Redemption Terminal is an easy and efficient mode of ticket redemption for patron. It s a standalone unit that holds a combination of notes and coin and where all values up to the venue s payout limit can be claimed. The main screen may look similar to the picture below. 5

8 The patron can touch the TICKET TO CASH button or just insert the ticket for redemption. The value of the ticket will dispense in the money tray below the CRT screen (rounding up where required). This process is one ticket per insertion and once inserted will not be returned to the customer (it will be found in the note stacker). Lost Tickets Tickets are essentially cash and therefore must be treated as such. It is the patron s responsibility to ensure the safety of their ticket at all times. Tickets that are lost will stay in PENDING status. After 365 days these will be known as Unclaimed Payments and as per OLGR requirements the total value will be sent to the government by the venue. Searching for Tickets Tickets are assigned a number for identification purposes. Depending on the reason for the search a user can try a number of options. Wildcat Cashier Clicking on the STATUS drop down box in the cashier screen enables the user to search for other tickets based on Status. For a faster search option choose ALL status types. Changing the date range can refine the search results. Another option is to type in the number that appears at the left of the voucher or ticket (without the dashes). This will display the details of the transaction that may be required for further investigation. This number is typed into the BARCODE FIELD. Cancel Credits, Jackpot Payments etc are typed into the VOUCHER field. 6

9 EGM Voucher Reconcilation Report Detail (Wildcat) This report will list all voucher amounts for the date specified and can be sorted by any of the headings by clicking on the heading title. It must be noted that this report shows ALL transactions regardless of status or where it may have been redeemed. Voucher numbers, not BARCODE numbers, are listed. When using this option to find a voucher to redeem the VOUCHER NUMBER is typed into the Voucher No: field in Cashier. EGM Voucher Reconcilation Report Detail (Web Version) This report will list all voucher amounts for the date specified and can be sorted by any of the headings by clicking on one of the triangles (ascending or descending). It must be noted that this report shows ALL transactions regardless of status or where it may have been redeemed. Voucher numbers, not BARCODE numbers, are listed. EGM Voucher Reconcilation Summary Detail (Web Version) This report will list total transaction amounts for the dates specified. It must be noted that this report shows ALL transactions regardless of status or where it may have been redeemed. 7

10 Ticket Did Not Print Occasionally a ticket may not print for a patron after they have pressed collect. The circumstances that result in a print fail are varied and could occur in a number of situations including during loop interruptions, printer failures and EGM errors. Often events may indicate that the ticket has in fact printed and meters for the EGM may have incremented correctly. The following procedure is intended to assist with managing this situation with the patron and to ensure cashiers have records to justify their proceeding actions. Ticket Interrogation Identify that a request was sent to print a ticket by checking the events report for the appropriate EGM (right click on the machine in Floor View). Specifically confirm that the event log EGM Cash Ticket Out Request is present, associated with the correct monetary value. An example is shown below: Find Voucher Number Upon confirming the existence of an attempt to print a ticket there will be a need to now REDEEM the ticket and pass over the funds to the patron. Option 1: Utilising the Cashier screen FIND OPTIONS: type in the POSITION NUMBER of the EGM and place a tick in the TICKET box. Ensure the STATUS field displays ALL to find the appropriate EGM. Confirm the ticket is in PENDING status. Option 2: Find the ticket via the EGM Voucher Reconciliation Detail report in Wildcat (or website) Confirm that the Ticket is in a PENDING status. Note down the Voucher Number and enter into Cashier to find the ticket record. 8

11 Confirm Manual Redemption In Cashier, highlight the ticket and double click to show ticket detail. In the COMMENT field type the cashier s initials and the reason for the manual redeem. Click OK to save comments. At the cashier screen, ensure the ticket is still highlighted and press REDEEM. After completed, the form shown on the next page the patron can now be paid. Recording a Manually Redeemed Ticket A form similar to below will require filling out by the Cashier. This ensures a MANUAL RECORD of the action just taken and the ability for Cashiers to justify their figures during the balancing processes at end of day/ end of shift. It is recommended that a number of these slips be available for cashiers at all times. This manual ticket template is available via the Maxgaming website under Downloads. 9

12 Ticket Tools Ticket Printer Troubleshooting When a ticket printer is low on paper or is empty or jammed, the Floor View in Wildcat can alert staff by changing the machine s status colour: Machines displaying these colours should be checked immediately. Clear TITO Lockup In the situation when an EGM freezes when attempting to print a ticket staff can access an automatic unlock in the Floor View. Click on MANAGER/FLOOR VIEW. Right click on the affected machine and choose CLEAR TITO LOCKUP: If the command is greyed out the machine selected (as above) IS NOT a Ticket machine. Sending this command to a ticket machine will cancel the ticket and send the credits to the cashier as a CANCEL CREDIT. The patron can then be paid as per normal procedures. Pager Messages If installed, pagers can alert staff to issues with EGM Printers. The following procedure shows how to add events to existing pager settings. For more information on Pagers please refer to the Manager Utilities manual (found on the Maxgaming website) 10

13 In Wildcat, click on Promotions: Click Pager Messages. At the top of the screen click on EVENT->GROUP: Find the event in the right side panel. Right click, choose PROPERTIES and type a message to display on the pager when the event occurs (this will accompany the EGM #). 11

14 Click OK to return to the Assign Event screen. Repeat this for each message (TITO Events are #184, #185, #186 & #671. Click OK and you will be returnd to the ASSIGN EVENT screen. Drag and Drop the Event onto the required pager group (the event can be on more than one group if needed). Providing the group is attached to the pager it will pick up the message. 12

15 Balancing the Gaming Float Tickets are treated in the same manner as cancel credits, short pays, hopper refills and jackpot handpays in that the patron is paid via money from a gaming float. This float is then reimbursed from the next cash clearance. At this point the cashier float sheet should be amended to take into account the redeemed ticket values. An example is shown below: Calculating Total Tickets Value To reconcile the gaming float the total amount of tickets redeemed via the gaming float must be calculated. There are a number of options available to help in the adding up of the total value of tickets. Each has its own benefits and all will give the same result. Bulk Scan The cashier will click SCAN TICKET: The following screen will display: The cashier will take each ticket and scan the barcode using the scanner attached to the Wildcat computer. As each ticket is scanned the total at the bottom will add the ticket values. Scan all tickets and note down the total at the bottom of the screen. This is the total of tickets for the shift. 13

16 If you scan a ticket that is already in the bulk scan list the following error will appear: Float Balance Report (Web Only) This will list the total tickets for the shift/day and can also be used to show total of tickets per Wildcat User. Pending Tickets Tickets that are in PENDING status have not been paid. This may be due to the patron taking the ticket home for future use, destroying the ticket or losing the ticket. This value is listed in all reports as PENDING. It is for each venue to decide how to account for this value whether by including the values in gaming banking or by keeping account via the TITO Liability reports. To assist in this, there are a number of reports that can list each pending ticket and its value and/or total pending tickets. Please refer to the section on MyTicket Reporting in this manual. CRT Reimbursement As part of the reconciliation procedure you will need to print the Operating History from EACH CRT (known as the PRINT AUDIT). Depending on the types of transactions performed over the operating day the CRT will print anywhere from 3 to 6 pages of information. For more information on this procedure please refer to Balancing section of this manual or the ecash CRT Operating Guide (Operating History). The value can be reconciled with the CRT Print Audit ticket. Look for the TICKET TO CASH Total amount found on the Item Summary ticket or the TICKET TO CASH ticket. 14

17 EGM Float Balance Report (Web Version) Another option is to check the Total Tickets redeemed via CRT are shown in the Float Balance report, as shown below: This report is available via the Maxgaming website. 15

18 Gaming Cash Clearance When patrons insert the ticket into an EGM the ticket will be taken into the Note Stacker. It will sit between the notes in the order of insertion. When a gaming clearance is performed these tickets will become part of the clearance amount. The EGM CASH CLEARANCE COINS AND NOTES report has been amended to take into account the total ticket value (known as TICKET IN). As per normal clearance procedures each amount must be checked and verified before continuing. Data Entry As per normal procedures the clearance will need to be entered via data entry. Ticket values will be automatically updated as they are inserted into the gaming machine. Please notify Maxgaming if the METERED TICKET and ACTUAL TICKET values do not match. 16

19 Gaming Bank Deposit The Gaming Bank Deposit calculation has been amended to make allowances for the introduction of Tickets as a form of payment to patrons. The calculation is as follows: Total Cash Clearance + Tickets IN minus (Form 39 payouts + Tickets OUT) plus Cheques There are two methods for calculating a banking figure. Each method is outlined below. Site Reconciliation Summary (Web Version ONLY) The Site Reconciliation Summary is crucial to reconciling a banking figure which includes TITO. Once all data has been entered, the Site Reconciliation Summary is used to cross check bank deposit and banking figures. This MUST be viewed or downloaded from the Maxgaming website (Reports/Advanced). The Site Reconciliation Report (available via the Maxgaming Website) will assist in finding the required banking amount. It must be noted, for accuracy, that all data entry requirements must be fulfilled prior to generating the Site Reconciliation Summary. See the highlighted sections below for explanations on each amount shown: At the back of this user guide in the Appendix is a copy of the Maxgaming Approved Banking Sheet. Please use this as a guide to balancing a gaming bank deposit. Calculating Gaming Bank without PENDING Tickets If PENDING tickets are not accounted for in the calculation of the gaming bank deposit the following columns can be used. In this example, the venue does not include the rounding of the payout values (tickets, cancel credits, jackpots etc) as part of banking. 17

20 Using this method will show a variance to the Required banking value, which can be considerable. However the variance can be explained by showing the Pending Ticket values plus the rounding in the COMMENTS section of bank deposits. Using these values the Actual Gaming Bank deposit calculated is $52, Please note that Wildcat calculates the REQUIRED BANKING amount using Reported Clearances minus METERED payouts plus gaming cheques. The following shows the breakdown and difference between the venue and Wildcat. Total Note Clearance $125, Total Coin Clearance $1, Total Ticket Clearance $11, Total Clearance $138, minus Cancel Credits $62, Hopper Refills $ Jackpots $10, Shortpays $0.00 Tickets paid via CRT $12, Tickets paid via Cashier $90.00 Tickets paid via EGM $11, Total Payouts $97, Cheques to Players $10, Gaming Bank Deposit $52, Required Bank Deposit $52, Variance $

21 The variance of $ is attributable to tickets that were printed today but are still in pending plus any tickets printed on other days that have been redeemed today. The TITO Reconciliation section of the Site Reconciliation Summary outlines this: If required, detailed reports, showing each ticket and when tickets are being printed and redeemed is available via the Maxgaming website. Calculating Gaming Bank including PENDING Tickets If PENDING tickets are accounted for in the calculation of the gaming bank deposit the following columns can be used. In this example, the venue includes the rounding of the payout values (tickets, cancel credits, jackpots etc) as part of the banking. Using this method will not shown a variance to the Required banking value. Using these values the Actual Gaming Bank deposit calculated is $52, Please note that Wildcat calculates the REQUIRED BANKING amount using Reported Clearances minus METERED payouts plus gaming cheques. 19

22 The following shows the breakdown and difference between the venue and Wildcat. Total Note Clearance $125, Total Coin Clearance $1, Total Ticket Clearance $11, Total Clearance $138, minus Cancel Credits $62, Hopper Refills $ Jackpots $10, Shortpays $0.00 ALL TICKETS PRINTED $24, (shown as TICKETS on Site Rec Report) Total Payouts $97, Cheques to Players $10, Gaming Bank Deposit $52, Required Bank Deposit $52, Variance $0.00 This example shows no variance between the required banking and actual banking. 20

23 MyTicket Reporting Any reporting in relation to MyTicket must be viewed via the Maxgaming website. Please contact Maxgaming for a User Name and Password, if required. The following information gives a brief outline of reports that can be used in relation to the My Ticket system. Using the Print Audit tickets and wildcat reports the CRT and Cashier can be balanced accordingly. Max Reports Advanced (EGM Cash Clearance) This report reflects workflow with a Cash Clearance Tickets are part of the contents of the EGM validator, this forms part of the Clearance figures. TITO Reinvestment (Reports/Advanced/Audit) This report can be also used to track PENDING tickets (shown in UNCLAIMED). It will also display these figures as a bar graph for ease of reference. 21

24 TITO Transaction Report This report lists all MyTicket transactions for all components of the MyTicket system including CRT, Cashier and EGM. Clicking on the + sign will expand each component into more detail: Unclaimed Tickets This is another report that can assist with noting the value of PENDING TICKETS for future reference. 22

25 Host Configuration EGM Properties/ EGM Details With TITO enabled at a venue properties have been introduced to the EGM to facilitate ticketing in and ticketing out. Printer & ticket IN attributes are now utilised and what type of TITO the EGM has and also whether the printer is enabled or not. These aspects are managed by Maxgaming in conjunction with information from manufacturers prior to installation of hardware. 23

26 Identifying TITO Units EGM Config Web version only TITO Host Workflow 24

27 Appendix Gaming Deposit Option One No Pending Tickets GAMING BALANCE SHEET Daily Date: / / Day of the Week: NOTES $ Total count of notes from Bank Note Acceptors A COIN $ Total count of Coins from Cashboxes CASH TICKET IN $ Total count of tickets from Bank Note Acceptors (from Site Rec Summary) TOTAL CLEARED $ SUM=A+B+C Cancel Credits $ MAXGAMING WEBSITE Site Reconciliation Summary plus Hoppers $ MAXGAMING WEBSITE Site Reconciliation Summary plus Jackpots $ MAXGAMING WEBSITE Site Reconciliation Summary plus Short Pays $ MAXGAMING WEBSITE Site Reconciliation Summary B C D E F G H plus Tickets paid at Cashier $ MAXGAMING WEBSITE Site Reconciliation Summary plus Ticket paid at CRT $ MAXGAMING WEBSITE Site Reconciliation Summary I plus Tickets Paid at EGM $ MAXGAMING WEBSITE Site Reconciliation Summary minus Cheques $ Gaming Cheques to Player TOTAL PAYOUTS $ Required Banking $ Actual Banking $ Variance $ SUM=E+F+G+H+I-J MAXGAMING WEBSITE Bank Deposits Report SUM=D-K SUM=M-N J K L M N 25

28 Gaming Deposit Option One Including Pending Tickets GAMING BALANCE SHEET Daily Date: / / Day of the Week: NOTES $ Total count of notes from Bank Note Acceptors A COIN $ Total count of Coins from Cashboxes CASH TICKET IN $ Total count of tickets from Bank Note Acceptors (from Site Rec Summary) TOTAL CLEARED $ SUM=A+B+C Cancel Credits $ MAXGAMING WEBSITE Site Reconciliation Summary plus Hoppers $ MAXGAMING WEBSITE Site Reconciliation Summary plus Jackpots $ MAXGAMING WEBSITE Site Reconciliation Summary plus Short Pays $ MAXGAMING WEBSITE Site Reconciliation Summary plus ALL TICKETS $ MAXGAMING WEBSITE Site Reconciliation Summary minus Cheques $ Cheques to Players for Trading Day B C D E F G H I J TOTAL PAYOUTS $ Required Banking $ Actual Banking $ Variance $ SUM=E+F+G+H+I-J MAXGAMING WEBSITE Bank Deposits Report SUM=D-K SUM=M-N K L M N 26

29 CASHIER BALANCE SHEET DATE: DETAIL STARTING FLOAT CLOSING AMOUNT CASHIER SHIFT: AM PM $100 C A S H C O I N $50 $ $20 $ $10 $ $5 $ $2 $ $1 $ CASH ADVANCE $0.50 $ AMOUNT TIME SIGN $0.20 $ $0.10 $ $0.05 $ DAMAGED or FOREIGN SUB - TOTAL Cash $ (SHIFT TOTAL) TICKETS $ TOTAL M (SHIFT TOTAL) PAYOUTS I Promo Vouchers S OTHER GAMING CHEQUES C OTHER OTHER LESS GAMING CHEQUES $ TOTAL SUB - TOTAL BOTTOM SUB - TOTAL TOP $ AM PAYOUTS: GRAND TOTAL $ VARIANCE +/- STAFF SIGN: 27