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Archive for the ‘Technology’ Category

Triton to release new, licensed communication standard

Tuesday, November 3rd, 2009

ear1

When you want computers to talk to one another, they need a common language. That’s why there are lots of communication standards in the computing world — so that different devices can share information, rather than operate in isolation.

ATMs are no different. ATMs need to be able to communicate with the transaction-processing computers that actually verify funds and transfer them between bank accounts. The processing computers, in turn, need to be able to send information back to the ATM, either telling it to dispense the requested cash, or to display an explanation of why it can’t.

One of the most widespread communication standards for ATMs was developed by ATM maker Triton in the early 1990s, when the non-bank ATM industry was just getting started. Triton made it an “open” standard — meaning anyone could use it, for free. Smart move: It became so widely used that while competitors have developed their own communication standards, most machines have a “Triton mode” option in order to be compatible with processing networks that rely on the Triton standard.

But the Triton standard was developed when the Internet was an infant and computer technology barely envisioned some of the services and capabilities we take for granted now. So rather than continue tweaking the old standard, Triton has developed a new one, called Triton Dynamic Language (TDL), that supports new features and more flexible control of installed ATMs.

“TDL is a radical departure from Triton Standard; it is going to revolutionize the way off-premise ATMs operate,” said Bob Douglas, Triton Director of Engineering.

“With customers’ needs changing and the demands for more transaction types increasing, TDL will allow off-premise ATMs to better meet the needs of their customers,” continues Douglas.” Some of the possibilities with TDL include the ability to define screen, receipt and transaction flow based on a specific customer’s card and transaction information; to be able to configure changes to the ATM remotely through the host; and to create custom applications for the ATM without extensive development.”

It’s a radical departure in more ways than one. While Triton will continue to offer the old standard for free, it plans to license the new standard — meaning competing manufacturers will have to pay royalties to include the standard in their machines.

James Phillips, the director of North American sales for ATMGurus, a Triton company, says Triton’s decision to require a license for the standard falls in line with market changes and allows ATM manufacturers to purchase a license for the new standard, giving them access to future functionality that the current standard will not incorporate. The current standard will continue to exist as it is, but a licnese agreement will be required for the new standard.

“As the market has changed, Triton has decided to change how it allows others to use that protocol,” Phillips said. “Now, we are licensing the protocol to the competition.”

Now through the end of the year, Triton is notifying all ATM deployers who currently use the standard of the upcoming licensing change. Licenses for the protocol will be issued on a per-terminal basis.

“If you don’t want to upgrade, you don’t have to,” Phillips said. “You can continue to use the current standard as long as you want. But to take advantage of future features that are built into the new standard, you will have to have a license.”

In essence, Triton is trying to become the Microsoft of the ATM world — controlling the key software on all machines, rather than using its software merely to sell its own machines. It will be interesting to see how manufacturers respond. On the one hand, licensing a common standard may well be cheaper than developing and maintaining their own standards, and having a single common standard will make things more efficient on a network level. On the other hand, it means turning over a key part of your machine to a competitor, and relying on that competitor to keep the standard updated and relevant into the future. Never mind that Triton might be tempted to hike fees substantically if it’s successful in establishing its standard as the ATM equivalent of Windows.

Triton plans to roll out the new standard by January 1. It will probably take a year or more to fully gauge the success of its new strategy. In the meantime, other manufacturers have a lot to think about.

ATM dispenses power instead of money

Wednesday, October 21st, 2009

Paul King and Hercules Networks' ACM.

Paul King and Hercules Networks' ACM.

Regular ATMs charge you a buck or two for convenient access to cash.

But this machine gives you a charge — for your cellphone.

When Paul King was a senior at Carnegie Mellon, his cell phone died while he was driving to see a friend. As he drove past ATMs outside shops, he remembers thinking, “People can get cash anywhere they want, but they can’t charge their phone anywhere.” So after graduating with a degree in psychology in 2005, King considered starting a business to make and sell standalone charging machines for mobile devices….

The result is a machine that can charge any mobile device in about 10 minutes. It includes a TV screen positioned at eye level that plays a 10-minute loop of ads (advertisers include Bank of America (BAC), Cadillac, and AT&T (T)) and content (the content comes from a partnership with CBS (CBS)). The business makes money selling advertising and by leasing the machines to companies looking to attract crowds to their booths at conventions.

King’s company, Hercules Networks, is just getting going, but it’s already a finalist in Business Week’s “Best Young Entrepreneurs” contest. For anyone who has ever dealt with switching cellphones, what makes the product truly impressive is that it works with nearly every kind of phone, regardless of what unique connector each company uses. His target market is conventions and airports, where people simultaneously need their phones, use them heavily, and don’t always have a convenient or fast way to recharge them.

ecoATM pays you for old electronics

Wednesday, October 14th, 2009

eco-atm

The problem: A mountain of obsolete electronic devices, many containing hazardous compounds. The Environmental Protection Agency notes that 140 million cell phones were sold in the US in 2007 — and only 10% of those will end up being recycled.

To address that problem — and prepare for federal laws that require electronics merchants to accept old devices for recycling — A new company called ecoATM has begun deploying an an ATM-like machine.

The process is simple: a customer feeds the machine an old mobile phone and it analyses the device and assigns it a value. If the phone has a resale value, the customer receives store credit, or can donate the amount to charity. If there’s no resale value, customers can choose to have the handset recycled.

Although it currently only takes mobile phones, ecoATM will soon be able to accept a range of consumer electronics including MP3 players, digital cameras and even computers and printers.

The first ecoATM was installed at Nebraska Furniture Mart in Omaha. But the company is working with other large retailers, and says it will soon have machines in San Diego, Boston, Dallas and Seattle.

Tech Tales: The Case of the Missing Surcharge

Monday, October 12th, 2009

Editor’s note: ATM Network technicians are so experienced that they routinely uncover and solve problems that the manufacturers themselves missed. This is the story of one such incident.

A few years back, a major ATM manufacturer introduced a machine that offered lots of great features — big screen, modern operating system, reliable mechanisms and lots of expandibility. But its software lagged behind, making the machines run sluggishly.

So with great fanfare, the company released a software upgrade that turned the laggard into a blazing-fast wonder. Customers clamored for them, and ATM Network began installing them by the truckload.

But we quickly encountered a problem. Cash withdrawals worked fine, but every time a customer performed a balance inquiry, the machine would shut itself down for 15-18 seconds, disrupting transactions.

Our troubleshooting team got involved. After some testing, they discovered that during those 15-18 seconds the ATM was resetting itself by downloading fresh surcharge information and encryption keys from our transaction processing server. That was a normal function, but one that rarely occurred — it was only necessary when there was a discrepancy between the ATM’s settings and the server settings. In this case, however, the settings weren’t changing on either end, so there was no reason for the resets.

The manufacturer didn’t know what the problem was. So our team began asking questions. Were there programming errors in the software code? Had the software upgrade made any changes to how settings were stored? Were there new settings that the transaction server wasn’t reading correctly? The answers came back: no, no, no.

The team finally decided to focus on the odd fact that the problem only cropped up during balance inquiries. From the ATM’s perspective, the main difference between a balance inquiry and a cash withdrawal is the surcharge: balance inquiries are free, withdrawals generally are not. Maybe there was a problem with how the machine decided which transactions had a surcharge and which ones didn’t.

Programmers use something called a “flag” to determine status settings. A transaction that has a surcharge would have its surcharge flag set to “on”, meaning a surcharge is assessed. A balance inquiry has its surcharge flag set to “off”, meaning it’s free.

But as the team dug through the system, they discovered that this machine did things a little differently: the surcharge flag was always set to “true”; all it did for free transactions was set the surcharge amount to $0.

That was odd, but seemed harmless. The effect was still the same: withdrawals had a surcharge, balance inquiries didn’t.

The team did some more digging, with engineers from the manufacturer on the phone to help. Together they soon discovered the problem. Besides checking its own settings, the ATM also verified its settings with the transaction server. But the transaction server had only one surcharge amount listed — the surcharge levied for cash withdrawals. This made sense, because if the ATM used the surcharge flag properly, then the only time a surcharge would be triggered was during a cash withdrawal.

But in this case, the ATM was triggering a surcharge on balance inquiries, too. And that $0 surcharge didn’t match the surcharge information on the server. So the ATM assumed its settings needed updating, and took itself out of service while it downloaded new settings from the server.

Thanks to the combined efforts of ATM Network and the manufacturer, the manufacturer wrote and released a software patch fixing the problem.

Deposit-only ATM helps cash-income workers

Friday, October 9th, 2009

The POWR bar-top deposit-only kiosk.

The POWR bar-top deposit-only kiosk.

Out in Portland, Oregon, a bartender saw a need and came up with a novel solution: a deposit-only ATM.

We all know we can use the automated teller machine to get cash out. But, now a Portland company has come up with a reverse ATM. Cash-in only. No withdrawals.

It’s designed for day labors to taxi drivers to hair stylists and more. Nearly 50 million people are what’s called “un-banked” or “under banked” people, earning $1 trillion a year in wages.

The idea came from Doug Lindstrom, a bartender at the 21st Avenue Bar & Grill in Portland.

On the surface, the POWR — for Point of Wealth Register — looks like an ordinary ATM. Lindstrom thought there’s got to be a better way for those with lots of cash at the end of their shift to save it.

Kamala Taylor-Cline is a server at 21st Avenue Bar & Grill. She’s happy the machine will be the first one installed where she works.

“Getting out at three in the morning it’s quite a concern leaving with cash,” she said.

Those using the machine log-in then direct to which account to deposit the cash.

Deposits can be made to a checking or savings account, or pay the electric or cable bill. Money can be added to pre-paid debit cards or donate to a local charity.

Accounts can even be set up to add money to IRA’s. Each transaction cost between $1 and $2.

Lindstrom spent $125,000 developing the machine and building three prototypes, and is now CEO of Point of Wealth Systems. He plans to use Portland as a 200-machine test market while seeking $5 million in venture capital to fund a total of 1,750 machines nationwide.

And the first installed machine? It’ll be going into the 21st Avenue Bar and Grill in a couple of months.

U.S. tourists have trouble with European ATMs

Monday, October 5th, 2009

An EMV "smart card", with a closeup of the chip.

Thanks to Europe’s more integrated banking markets, new communications standards, once established, tend to enjoy widespread adoption more quickly than in the United States. It’s true for cellphones, and it’s true for bank cards as well.

When the first ATM was introduced back in 1969, the cards it accepted used magnetic stripes to store customer account information. 40 years later, they still do.

But that’s changing. A new standard called EMV replaces the magnetic stripe with a computer chip, which is both more secure and more powerful. All new ATMs are expected to be EMV-compliant, and older ATMs can be retrofitted to accept the new standard.

Here in the United States, widespread EMV adoption is still a couple of years away. But in Europe it has already become the norm.

And that causes problems for U.S. visitors.

As the rest of the world wraps its migration to EMV/chip-and-PIN technology, Americans traveling overseas are running into mag-stripe disadvantages.

This week, travel reporter Michelle Higgins of The New York Times writes that U.S. cardholders traveling abroad are getting turned away by some merchants, since mag-stripe readers are quickly becoming things of the past in every corner of the globe except the United States.

Though EMVCo., which oversees and spearheaded the EMV shift, has said from the beginning that all chip cards and readers would continue to also read mag-stripes, many merchants are reluctant to accept mag-stripes, since they can be held liable if card information is skimmed or compromised. And because magnetic stripes are relatively easy to copy compared with chip-and-PIN technology, accepting mag-stripe transactions potentially opens the door for fraud.

You can read more in the New York Times article, though it requires registration to access.

It’s a problem that’s annoying in the short term, but will disappear in the long term as the U.S. fully adopts EMV. Still, it’s yet another reason to hasten that adoption.

The talking ATM turns 10

Wednesday, September 30th, 2009

On Oct. 1, 1999, the country’s first talking ATM opened for business at San Francisco City Hall. It was the 13th such machine in the entire world.

Ron Boutte has been blind since since he was 10, but he’s an old pro at using ATM machines. Boutte reads the Braille on the keypads and has memorized the sequence of buttons to press.

But cash is not always at Boutte’s fingertips. Unable to see the screen, the 44-year-old cannot tell if the machine is out of order or if an error occurs.

But for Boutte and other blind and visually impaired residents of San Francisco, a solution has arrived. The first talking ATM in the nation is now in the city treasurer and tax collector’s office in City Hall.

It can be found by following a talking sign, an infrared control that tells users where they are. The voice gets clearer as the person gets closer to the destination.

At the ATM, audio instructions come through a headset. A voice repeats which keys have been punched and will notify the customer when the transaction is completed or if it fails.

The machine was a modified Diebold built by T-Base Communications, which had built the other 12 talkers for the Royal Bank of Canada. It arrived after years of lobbying by California advocates for the blind, and came a few months after banking giant Wells Fargo announced plans to install talking ATMs throughout California. As blind advocate Lainey Feingold explains:

Blind community advocates laid the groundwork for talking ATMs in the 1980s and early 1990s, with important policy work on federal legislation and regulations. These advocates made strides with the banking industry, as well as by serving on standard-setting committees. Banks were first contacted using structured negotiations in the mid-1990s; by 1999, all of these efforts resulted in the first installed talking ATMs in the United States.

Three months before the first talking ATM was installed in the United States, Wells Fargo and the California Council of the Blind (CCB) announced a historic plan to install talking ATMs throughout the state.

One month after San Francisco’s talking ATM was up and running, CCB announced that Citibank had installed five talking ATMs in California. The announcement was the result of an agreement that CCB and individual CCB members had reached with the bank.

When 20 talking ATMs were installed at Wells Fargo locations in April 2000, Wells became the U.S. bank with the most talking ATMs in the country.

Bank of America was the first bank in the country to agree to install talking ATMs in more than one state. In March 2000, it announced a deal with CCB to develop a plan to install talking ATMs in California and Florida and said it would work out a plan for the rest of the country the following year.

In 2002, Citibank announced that it had installed the first talking ATMs in New York, and Wells Fargo announced state-wide plans for talking ATMs in Iowa.

Today, of course, nearly all ATMs can talk, and most are able to offer instructions in multiple languages. As with many such innovations, it turns out that talking ATMs are useful to everyone, not just blind people. Many ATMs use voice commands to get transactions started, reducing confusion and wasted time. Voices can make the ATM experience more enjoyable and interactive, saying “please” and “thank you” as the customer makes choices. Hearing the instructions also serves as a double-check to reading them, reducing errors.

And it all started with one machine in a government office in California, 10 years ago.

In UK, ATMs become Wi-Fi hot spots

Monday, September 28th, 2009

ATMs are for dispensing cash, right? Traditionally, yes. But people keep finding other uses for them, like advertising, dispensing coupons and cash-value cards, selling stamps, taking deposits, paying taxes and much more.

Now a couple of British companies have turned them into Wi-fi Internet gateways.

Cashbox ATM sites are to be turned into wireless hot spots. BT, via its BT Openzone network, have made a five year agreement with Cashbox to offer wireless technology in a number of their 2,500 locations across the UK.

The first of 10 sites went live on the 22nd July 2009, allowing those with wireless technology devices to work, surf or game. BT Option 3 broadband customers can use the Openzone network for free as can O2 iPhone users. Casual users can pay for online time in a variety of ways including monthly subscriptions, vouchers or by the minute.

The economics of this are interesting — Cashbox is essentially renting space to British Telecom so the latter can expand its wireless network. But it’s not hard to see other potential benefits for ATM owners.

Just for starters, having a Wi-Fi connection might mean:

  1. Increased customer traffic, as people come in to use the Wi-Fi.
  2. Increased sales, as people buy incidentals while in the store. They might want something to drink while using the Wi-Fi connection, for instance.
  3. Increased ATM usage. If they need cash to pay for that drink — or realize, upon seeing the store’s ATM sign, that they’re short on cash — the odds are good they’ll get it from the ATM machine on the premises.
  4. Advertising options. When customers connect to the Wi-Fi hotspot, they could be shown a brief ad screen or message — perhaps offering specials on store products that a casual customer might be interested in.
  5. There are some embryonic efforts to do similar things here in the United States, using either Wi-Fi or Bluetooth. But because Europe’s wireless networks tend to be more advanced than ours (3G service, for instance, was introduced on a commercial scale in Europe a good 18 months before it was available in the United States), they’re ahead of us on services like this. The good news: by the time such services are feasible here, they’ll have worked out most of the kinks.

The advantages of wireless ATMs

Wednesday, September 23rd, 2009

Take your ATM anywhere with a wireless adapter.

Take your ATM anywhere with a wireless adapter from ATM Network.

Modern ATMs require only three basic things from their owners: Someone to refill them with cash and receipt paper, a power supply, and either a phone line or a Internet cable so they can contact the transaction processing network.

That’s not very demanding. But the last two requirements mean most machines are tethered to the spot, unable to go very far from a wall outlet.

Efforts to go off the power grid are still in the prototype stage. But wireless ATMs — machines that use either WiFi or cellular phone networks to process transactions — are a different matter. They’re available today, and at suprisingly reasonable prices.

Going wireless has three components: the wireless router, the installation, and the monthly service fee (using a cellular network is like sticking a cellphone inside your ATM. Just like with a cellphone or a phone line, there’s a monthly charge for service).

Wireless routers aren’t cheap. The industry standard, a JBM C201, costs between $400 and $500. Look for special deals, like a discounted router when you sign a wireless-service agreement.

Installation charges can vary widely. It’s usually worth it to have the router professionally installed, but be sure to check prices. It’s also usually cheaper to have the router installed at the time you purchase the ATM; adding it later will be more expensive.

A JDM C201 wireless router.

A JBM C201 wireless router.

ATM Network, for instance, can retrofit just about any ATM to be wireless. Installation is just $99, we have one of the lowest cellular subscription fees in the business, and the router is *free* with a two-year service agreement. The only place you might find it cheaper (and if it is cheaper, it isn’t by much) is at companies where “service after the sale” is a dirty word.

There are some obvious advantages to going wireless: No need to install a second phone line or wire a new Internet connection, for instance. The ability to move the ATM among multiple stores or try out different locations within a store. The ability to take the ATM to temporary locations like festivals, fairs, conventions, trade shows, farmer’s markets and so on.

But a recent study found a whole bunch of other reasons. For instance:

It’s the future. In large parts of the world (and remote parts of the United States), traditional land-line communication infrastructure simply doesn’t exist. And with cell phones filling the void, it’s unlikely such infrastructure will ever be installed. In those areas, an ATM has to be wireless in order to function.

“In Africa, it’s all cellular technology,” Gamon said. “It’s a big continent, and they’re just rolling out mobile services at a huge rate with a huge uptake. But cabled services are very minimal. Much the same is true in China and India. It’s the only cost-effective way to provide communications services.”

Easier and quicker to install. No need to have electricians or technicians run outlets to the machine’s location. No waiting for the telephone company to activate a phone line. Just wheel the machine in and turn it on.

“We have several wireless units at department store chains that do not want a phone line run through their store,” said Chuck Hayes, a product manager for Long Beach, Miss.-based Triton Systems. “We see them at sports stadiums where there are difficulties in getting phone lines run to certain locations.”

Easier maintenance. For companies with multiple ATMs, having all their machines on a single cellular network makes it easier to monitor them for problems. And because the connection is always on, they’ll know instantly when something goes wrong. With a traditional dial-up machine, it takes a lot longer to notice problems because a machine might go several days without dialing in even if it’s working perfectly.

“Uptime is important, and when you have a monitored solution, you quickly know that the ATM isn’t online or isn’t communicating,” Gamon said. “You can’t get that with a dial-up connection.”

More secure. ATM thefts are rare, but they happen. With a traditional landline, once the machine is unplugged it goes off the network. But a cellular machine remains connected, making it easier to trace.

With the cost of wireless service now comparable to that of a phone line or Internet connection, perhaps the real question to ask is, “why NOT make it wireless?” The advantages in flexibility and ease of installation more than make up for the modest installation cost.

It’s all in the interface

Wednesday, September 16th, 2009

wf01-500

An ATM’s hardware gets a lot of attention, and rightly so — if the moving parts don’t work, the ATM may have trouble dispensing money. And if it’s not well-built, it could be easily damaged or stolen.

But it’s the software that tends to determine whether an ATM experience is painless or tedious. A well-designed user interface lets customers do their business quickly, easily and hassle-free, with fewer frustrating mistakes. A poorly designed interface may cause customers to go elsewhere.

Important as it is, most people don’t think about the interface unless it performs really, really badly. But the interface doesn’t just pop out of nowhere. Someone had to plan out how the machine would work, and then program those steps into the software.

A blog called Physical Interface offers an interesting behind-the-scenes glimpse of how one ATM interface was designed — in this case, for Wells Fargo ATMs.

The designer was part of a team approached by Wells Fargo to redesign the interface for touch screens. That presented challenges but also opportunities.

Old menu, left; new menu, right.

Old menu, left; new menu, right.

Above are the before (left) and after screenshots of the main menu page. Because it’s a touch screen, menu items no longer had to be associated with a button on the side of the screen. That let the interface use the entire screen, and eliminated the “need” for clunky, distracting filler visuals.

The buttons are bigger but the graphics are played down (transparent backgrounds, no borders). The result is more attractive, restful and easy to read: You don’t have to hunt through a busy visual landscape to find the function you want. Color coding lends further structure to the buttons.

There’s a lot more at the link. The designers had to consider how people use machines and the different models of ATMs owned by Wells Fargo. They designed a high contrast color palette so the screen would be legible in both semi-darkness and direct sunlight.

All in all it took the design team a year to develop the design, and another six months for Wells Fargo to begin installing it on their machines.

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