Cleartouch user being kicked off

Modified on Tue, Oct 17, 2023 at 2:48 PM

When staff log in to Cleartouch, they enter a four digit teller number. The security system in Cleartouch (Passport) only uses the last two digits when allowing an employee to log in. This is why it is important that staff at the same branch/department do not have the same last two digits of their teller number. The last two digits can be the same when the employee is signing in on terminals set up with different branch numbers. The Lakewood teller line is branch 01, IT is branch 70, the loan servicing department is branch 50, and loan operations is branch 53, to name a few.

Occasionally, someone will get set up with the same last two numbers as another employee. If this happens, the second person signing on forces the first person to be kicked out. To identify who the two users are that have the conflict you can use a report in Nautilus.

There might also be an occasion where two tellers are using different teller numbers, but their workstations are sharing the same Cleartouch license. This will also cause a conflict and balancing problems. The user might encounter a message in Cleartouch stating "Tran for Unasgnd Tlr" as shown below.

1. Nautilus report PBD101-01 (Vision- Passport)
This report is produced daily. You will need to identify a day in the past that the person reporting the problem had the issue. Once you know the date, you can search that person’s name on the report. You will continue to search for that person’s name until you can see another person logging in at the same branch (the report is in branch order) with the same teller number or the same workstation/window machine. The teller number is in the TT column on the report. Workstation machine is in the WMM column.
2. Fixing the problem
Same teller number: One of the users needs to be issued a new teller number. Consideration should be given when changing a teller number in the middle of the day. If the user runs transactions (i.e. tellers, accounting, loan servicing) their totals will be split between the old and new teller number. It is always best to change the teller number of the person not running transactions.
Same workstation/window machine: Re-register Cleartouch on one of the affected workstations. Each computer should have its own CT license and not be sharing one with any other computer.

Cleartouch user being kicked off

1. Nautilus report PBD101-01 (Vision- Passport)

2. Fixing the problem