Purpose

To provide users with an overview of the Verifone HeadQuarters (VHQ) Terminal Management System (TMS) basics, including features, navigation, set-up and functions of the system supported by Wpay and provided by Verifone International.

Verifone HQ (HeadQuarters) (VHQ) is a next-generation, cloud-based, estate management software suite, SaaS platform, accessed from a laptop. It empowers merchants to monitor and manage their terminal network centrally.

NOTE: Users may have a limited view or limited access to VHQ functions as per the assigned user roles.

VHQ navigation

Here is how to navigate through the options and information on the home page.

Log into VHQ

New users are sent an email to confirm their permissions after the account is set up, inviting them to log into VHQ:  

1. Click on this link https://vhq.vficonnect.com/ 
2. Enter the user's email address.
3. Click 'Log In'.

  4. Create and enter a password. 

Once logged in, the VHQ home page opens.

Buttons

VHQ application buttons

Button features and descriptions

Filters

Users can quickly and easily work with the stored data in the columns by using the filtering option. Filtering data searches for, and arranges, the data so it is easier to meet the set criteria. 

1. Click the heading of an individual column to sort the data in ascending or descending order.
2. Enter search values.

3. Click 'GO'. 

   NOTE:  You can also reset values, as required.

5. Use wildcards.  These are characters used to help search when the exact  search terms to represent one or more other characters and help maximise search results.

Wildcard characters available for text filters

‘Device Search’ is a VHQ time-saving feature used to refine search criteria when looking for a specific terminal.  It provides quick access to the desired device(s) across the application, including data within those terminal(s). 

Search for terminals by:

• Hierarchy.
• Group. 
• Additional attributes.
• A 'Saved Search' (the option to customise a set of criteria and save it for future use).

Search by hierarchy, group or additional attribute

NOTE:  The 'Device Search' screen is pre-set to search for devices by hierarchy or group to help narrow the search.  Hierarchical searching is searching data in the terminals, by ranking or prioritising the data according to a hierarchy of 'importance' -- such as red is more important than blue.  Therefore, sort the data by red first and then blue. 

1. Go to 'Device Search'.
2. Select either:

• List View-  to display a list of items.
• Tree View - to display an hierarchical view of items. 

'Device Search' allows a user to tailor search results in specific ways. This feature categorises search options in one location to provide a more flexible way to search.  It can select devices from multiple hierarchies, models and with different combinations of attributes. 

NOTE: Users can customise an existing 'Saved Search' or create new criteria and save the search criteria for future use.

Users can search for terminals by:

Example of a quick search 

For example, to initiate a quick search for the data related to a specific terminal, the quickest way is to search with the serial number or terminal identification (TID) details and:

1. Open the VHQ home page.
2. Click 'Device Search' in the left navigation column.
3. Enter the serial number from the sticker on the terminal.

As soon as you enter either the SN or TID it will take you to that device profile.

'Device Search' page 

Hierarchy-based search

To perform more specific, advanced searches within an hierarchy and create a list:

1. Be in 'List View' with 'Hierarchy' ticked.
2. Select an hierarchical level. 

3. Add it to a search by clicking 'Add Hierarchy'.

   NOTE:  There is an option to click on a specific hierarchy to see what other details could be added to the search criteria. The selected search criteria is displayed with the hierarchy to which multiple hierarchies may be added.

4. Select the attribute from the drop-down list in 'Select Attributes' section to display the 'Estate Owner' and value fields.

5. Select the specific 'Estate Owner'.
6. Enter the appropriate value for that 'Estate Owner' in the respective boxes.

7. Click  'Add Attribute' in the 'Select Attributes' section to display the 'Search Criteria' section with the attribute added. 

   NOTE:  You can also add multiple attributes.

8. Click the 'X'  to delete either the attribute or hierarchy. 

   Save the search as 'Public' or 'Private'

   1. Enter the search name in the 'Save search' box. 

   2. Click 'Save'. The search is saved successfully based on the option selected.

   3. Click 'Apply Filter' to search for the data.

NOTE: The last searches made or saved as 'Public' or 'Private' is viewed under 'Saved Search'.

Advanced search within a hierarchy in 'Tree View' 

Tree View displays a hierarchy composed of container nodes (groups) and leaf nodes (individual items). The primary container (the root node), can be expanded or collapsed to show its subordinate container nodes.

To view and interact with an hierarchically-arranged collection:

1. Use either one selection or multiple selection. 
2. Click to expand and collapse the nodes.
3. Select the hierarchy. 
4. Click 'Add to criteria' to display the 'Search Criteria' section with the added hierarchy level.  
5. Select the attribute from the drop-down list in the 'Select Attributes' section to display the operator and value fields.
6. Select the operator.
7. Enter the appropriate value for the selected operator in the respective boxes.

8. To display the 'Search Criteria' section with the attribute added, click 'Add Attribute' in 'Select Attributes' section.  Add multiple attributes, if necessary.

   Tree view of an hierarchically-arranged search 

   Save a search

   1. Enter a search name in the 'Save search' box.

   2. Click 'Save'. 

   The search is saved successfully based on the option selected. 

   3. To reuse the 'Saved Search' criteria, click 'Apply Filter'

   4. Select the name of the saved search to search for the data.

To perform an advanced search by group

Search Group(s) can be created and saved to be used later.

Go to 'Device Search to display the 'Device Search' screen.

1. Click ‘Group’.
2. Check the appropriate group(s) to display these added details in the 'Search Criteria' box.
3. Select an attribute from the drop-down list 'Select Attributes' to display the Estate Owner and value fields.
4. Select the 'Estate Owner'.
5. Enter the appropriate value for the selected 'Estate Owner' in the respective boxes.

6. Click 'Add Attribute' in 'Select Attributes' section to display the 'Search Criteria' section with the attribute added. You can also add multiple attributes.

   To save the search and make the search as 'Public' or 'Private'. 

   1. Enter the search name in the Save search box.

   2. Click 'Save'. The search is saved successfully based on the option selected.

   3. Click 'Apply Filter' to search for the data.

NOTE: The last searches made or saved as 'Public' or 'Private' can be found under 'Saved Search'.

Using a 'Saved Search'

A 'Saved Search' is a collection of search parameters from frequently run searches.  Once set up, they provide users with 'favourite' search criteria in a convenient, drop-down list to save time and effort when trying to locate terminals. 

Use the 'Saved Search' function to quickly search for terminals.  They can be shared or private: 

• 'Private' = Makes the search criteria visible only for a specific user.

• 'Public' = Makes the search criteria visible to everyone.

Users can select a pre-searched value from the drop-down list to perform multiple functions in 'Search'. 

In order to perform multiple functions:

1. Select the checkbox. 
2. A new window opens on the right side of the screen called 'Device Actions'.

Device Profile

A 'Device Profile' is made up of a set of attributes associated with a specific device.  A 'Device Profile' screen displays information on:  'Device ID', 'Model', 'Communication History', 'Download History', 'Change History', etc.

To view the 'Device Profile' screen:

1. Click the 'Device Serial Number' check box in the 'Device Search' screen.

The information in the 'Device Profile' screen is refreshed:

• Once in every 24 hours, during the maintenance window of a device.
• Each time a device is rebooted.
• When the 'VHQ Agent' in a device, registers with the 'VHQ server' and exchanges the keys.
• Whenever the user selects 'Get Device Profile',
• When the user runs a diagnostic task by:
  • Opening 'Schedule Diagnostic Action'.
  • Selection the option sequence 'Device Management'.
  • Selecting 'Device Profile'.

The 'Device Profile' displays a complete set of details about the device(s) collected directly from the device on a regular basis.

 The 'Device Profile' screen includes the following field names:

To search for a specific terminal from the 'Device Search' if it is not on the 'Device Search' page:

1. Click on the 'Device Search' option on the left-hand side menu.

2. To locate a specific terminal, click on 'Device Search' in the left navigation page and open a search field and enter the 'Device ID'. 

3. Enter the required search-value in the search-box.

4. Click Enter.  (Use wildcards to search for a text-pattern).

The search-action will show matching records in the results.

5. Click on the desired 'Device ID' or 'Serial #'.  

NOTE:  'Device ID' is also referred to as the 'Terminal ID'.

'Device Profile' page

1. Select the desired 'Device ID' to open the 'Device Profile' page.

2. 'Device Profile' page opens to display and organises the following details into various tabs, such as:  'Dashboard', 'Details', 'History' and 'Jobs':  
   • Model.
   • Serial Number.
   • Device ID.
   • Status.

3. Device profile page organises device details in various tabs (example:  dashboard details, history and jobs)

   On the right side of the dashboard find additional device information including, 

• For information about various attributes and values of the terminals, select 'Additional Device Information' (on the right side navigation panel).
• Choose from:  'Hierarchy', 'Time zone', 'Reference set name', 'Automation enabled', 'Device ID', 'Serial Number' and 'Device Status', etc.).   

• Click 'Details' to display various useful details to assess terminal status and diagnostics, such as:  'Software', 'Ports and Connectivity'.  

2. Select 'Parameters' to see the 'Parameter Sync Status'.

7. Click on 'In Sync' to display the 'Parameter Sync Status' and the last time it was pushed to the device. 

8. Use the scroll bar at the bottom to scroll across to see the last date and time this was activated and synchronized.

9. Click 'History' to open the 'History' tab that displays details on the device, including the historical details of the terminal. 

NOTE:  The default goes to 'Swap History' that will only populate if the device ID selected has had a swap during its active lifecycle.

'Relocation Status' tab shows status change history for the device that will show the lifecycle of the terminal.

The 'Communication History' tab shows up to date communication history between the terminal and VHQ.

View 'Heartbeat' by clicking the dropdown arrow (next to communication history) and select 'Contact'.

Example of 'Heartbeat History' screen

For a detailed history of the daily heartbeat, click on the blue bar for the day.

For 'download details, diagnostic jobs and other details of the terminal, click 'Jobs' to open the tab for the specific terminal.

• To view additional columns, use the scrollbar at the bottom of the page. 

• To view any specific downloads, click 'View Results' (on the far right side of the page).

NOTE:  If a ‘Failed’ status is listed after downloading a component, the component must to be downloaded again.  Always check that each component has been downloaded successfully before moving to troubleshooting steps.

Device Admin Passcode

Terminals require a new, admin passcode each day to configure them with the unique codes required to complete a transaction.  Wpay sets up the roles and access permissions to functions for users of VHQ. Depending on the role the user has been assigned, they may or may not be able to generate the admin code.

To generate an admin passcode for the day:

1. Go to 'Device Profile' screen.
2. Click on the key icon (‘Admin Passcode’).

2. Enter the 'Seed value' and 'Date' value' the code is generated for.

NOTE:  Seed value is a value Wpay sets up in a merchant's templates.  This value must be used when creating the daily ‘Device Admin passcodes’.  For questions about the seed value, refer to the account manager.

3. Click 'Generate Daily Passcode'. 

NOTE:  The generated passcode is valid only for the date it is generated for.  Contact the account manager to get the Seed value.

Device Configuration

As a part of the configuration process, there are device-specific configurations a user can perform in a 'Device Profile' screen, including:

• Schedule, re-schedule or cancel a configuration download.
• Schedule or cancel diagnostic actions.
• Assign a software.
• Configure serial number and device ID.
• Configure hierarchy and groups to a device.
• Delete a device. 
• Blacklist a device.
• Change the device status.
• Close an alert.

User can also perform the following configurations in a 'Device Profile' screen:

• Configure Downloads.
• Configure Software(s).
• Device Configuration.

Monitoring Software Downloads

Users can monitor the software downloads in different ways through:

Use the 'Dashboard' screen to monitor software download status by the statistical data provided.

Click on specific section to get further details on the downloads.

'Diagnostic - Jobs' status screen and 'Diagnostic- Details' Status screens provide the ability to monitor the status of software downloads for terminals.

'Device Profile' screen provides the ability to monitor software download details for a selected terminal.

Download job status

'Download job status' provides information on the status of software downloads for each device serial number. This helps a user determine the status of software downloads.  

Download job statuses include: 

• Successful.
• Failed.
• Was cancelled.
• Is pending.
• Is in progress.

To view the download job status"

1. Go to 'Device Management'.
2. Click 'Manage Downloads'.
3. Click 'Download Job Status screen'.

The report includes:

Parameter management

Applications on the terminal are made up of a set of executables and configuration files that store the application parameters.

Parameter management includes:

• Configuration - involves identifying the parameters (and their values) that must be managed for a specific terminal. It includes configuring the parameter values for specific applications for specific devices as required.
• Downloads/ synchronize - VHQ evaluates and builds the list of parameters that must be downloaded in the appropriate format, and downloads them to the device.

The VHQ full Parameter downloads take place:

• When a package is assigned to a device for the first time.
• When an existing package is being replaced by a new package 
• Whenever package assignment is changed, full parameters are downloaded.

Editing Parameters

Editing parameters for all VHQ devices can only be done by the VHQ GUI.

To Edit a parameter:

1. Be on the ‘Device Profile’ page.
2. Click ‘Details’.
3. Click on the ‘Parameter tab’.
4. Click ‘Edit Parameter for Application’ window.

Device Search Screen

To search for a terminal: 

1. Click ‘Device Details’.
2. ‘Parameter’ tab.

3. ‘Edit Parameter for Application’ window.

4. On the Edit Parameter for Application form window, select the value from the drop-down list.

NOTE:  Containers are listed as tabs.  Parameters are displayed with the relevant values.  The full screen view and the 'Tooltip' features make it easy for the users to view the description with the validation rule or edit the parameters.

5. Click to edit the parameters. 

6. On the pop-up screen, enter the values. You can either restore the parameter definition file default values or the template value. 

7. Click 'Save' to apply the changes.

The changes will be pushed to the device on next contact.

Edit parameter window to update the following parameters in VHQ

'Cashout Limit' 

To set a maximum 'Cashout Limit' in the currency supported by the terminal, the value must be in a decimal format ($40.00 not $40). 

1. Go to 'Merchant'.
2. Click 'Currency'.
3. Click 'Limits tab'.
4. Select the record.
5. Click 'EDIT'.
6. Set the limit in the 'Cashout Ceiling' field.
7. Click 'SAVE'.

Surcharge percentage

To set the 'Surcharge Value', it must be configured to match a scheme the terminal is enabled for.

1. Go to 'Merchant'.
2. Select 'MerchantSurcharge'.
3. Select a 'Scheme' from the dropdown menu.
4. 'Surcharge Type (Domestic)' = Percentage.
5. 'Surcharge Type (Domestic)' = enter the surcharge value here.
6. Click 'SAVE'.
7. Repeat the steps for each scheme.

Refund limit

To set a ‘Refund Limit’ (the maximum refund amount allowed by the cashier and manager) in the currency supported by the terminal.  The value must be in a decimal format ($40.00 not $40).

1. Go to ‘Merchant’.
2. Click ‘Currency’.
3. Select the record.
4. Click on ‘EDIT’.
5. Go to ‘Limits tab’.
6. Set the ‘Refund Limit Max Cashier Refund Amount’.
7. Click ‘Save’.

Tipping

To 'Enable Tipping', enabled must be set to 'True'.  Once enabled, the payment application on the terminal presents a tip selection screen during a transaction.  It shows pre-configured tip amounts and/ or an option to enter a custom tip amount (depending on how the terminal is configured).

In setups where the Point Of Sale (POS) collects tip information, the payment application will not prompt for tip selection/ entry.  However, this parameter must be enabled for the POS-requested tip amount to be allowed.  Also, this parameter must be enabled in order for other tip-related parameters to occur.

To set it up:

1. Go to ‘Merchant’,
2. ‘MerchantFeatures’,
3. Check ‘Mail Order/Telephone Order Payment Enabled’,
4. Click 'SAVE'.

Tip limits and percentages

'Tip Limit Percentage' defines the maximum percentage of the transaction amount that can be added as a tip. When the tip amount exceeds this limit, a warning is displayed on the terminal. 

NOTE:  To set up for any tip amount, 'TipLimit' must be set to '0'.

Tip Percentages - Defines up to 3 tip percentage options the customer will be presented to choose from.  Enter up to 3 comma-separated whole numbers without the % symbol and without spaces. 

Examples:   ‘10,15,20’ will = 10%, 15%, 20%. 

NOTES:  Tip Enabled parameter must be enabled.  'Custom Tip Option Enabled' - enables the Custom option on the Tip screen for this terminal.

Amex acceptance (or any scheme) 

To enable AMEX acceptance.

NOTE:  The same steps can be followed to enable/ disable other scheme for the terminal.

1. Go to 'Merchant'.
2. Click on 'MerchantScheme'.
3. Select AMEX from the dropdown.
4. Set 'Scheme Enabled' = True or False.
5. Click 'SAVE'.
6. Repeat the steps for other scheme as required.

MOTO (Mail Order Telephone Order)

To enable mail and telephone order (MOTO) payments (where the customer is not present to use a card but contacts the merchant by phone, mail, email, etc.)

1. Go to ‘Merchant’.
2. MerchantFeatures’.
3. Check ‘Mail Order/Telephone Order Payment Enabled’.
4. Click 'SAVE'.

Acronyms