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Troubleshooting and Errors
*Staged sends appear in agents' POEs only for 24 hours. *To edit a field, completely delete the current entry and then enter/select a new data; after editing the field, search for and select the agent location again. *When selecting a payment location, wait for the system to load as there might be a slight delay. *If the lNVALID ACCOUNT NUMBER or INVALID FORMAT message appears, advise a caller accordingly; if they can provide a correct account number, click OK and restart the transaction. *If you are unable to stage a transaction due to technical issues that you cannot resolve: - Refer the customer to a non-staging location; refer to Agent Locator, - In the case description, state that you encountered technical issues due to which you could not stage a send, - Do not transfer to Escalations.
(PROCEDURE) From Salesforce, Advanced Search screen:
STAGE 1: Click the Stage a Transaction button at the top right of the screen. (System will automatically open the staging case and MGI staging web page in separate tabs.) STAGE 2: Go to the staging web page tab and click on the Pay Bills link at the top. STAGE 3: Ask the caller if they have sent money with MGI before and proceed based on their response. STAGE 4: Identify if the caller's phone number and full name appears under Caller Information Panel, and proceed as per below grid. STAGE 5: Click Search. STAGE 6: Proceed based on whether the caller's profiles appear in the search results and you already collected their first name. Note: if the address and/or phone number needs updating, select the outdated profile and make the necessary changes; refer to Customer Profile Process. STAGE 7: Proceed based on whether the send history appears under the Transactions field. STAGE 8: Determine/enter the send amount based on whether there is a send history. STAGE 9: Click the Pay This Biller button. STAGE 10: From the Biller & Fees screen, click the Select Location button under the Estimate Fees section. (Select a Payment Location screen will open.) STAGE 11: Proceed based on whether the caller did ANI. (Click the Select Location button corresponding to the location from which the caller is sending.) Important: only locations that allow staging will appear; if an MGI location does not appear, caller does not need to stage the transaction.