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Agent Server & Remote Service

Concept and Process

SME: Emmanuel Mery (Global Technology Operations)

Live Face to Face

Live Webex

Self Service e-learning

Self Service File-Share

e-mail notification

At the end of this training, you will

Know what Agent Server is and how it works Know what Remote Service is and how it works Understand the main difference between Agent Server and Remote Service

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Agenda / Summary Why is this a conceptual training? Agent Server

Introduction

High level Infrastructure

Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Why is this a conceptual training?

Agent Server and Remote Service are both technical subjects. Its important to consider it as tools to achieve our objectives and not as the objectives itself. Like with all tools, before using it you need to understand what it has been designed for. Having a conceptual training is about understanding what Agent Server and Remote Service have been designed for.

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Agenda / Summary Why is this a conceptual training? Agent Server

Introduction

High level Infrastructure

Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Introduction
Agent Server is a Western Union technology which aims at supporting agents growing needs to manage and control their Network. Agent Server is a communication protocol allowing agent head office to interact during the course of the transaction. Agent Server transmits 100% of the POS transaction details as per entered at the location. It creates a virtual link between agent head office and any of its locations. Thus whenever a location initiate a transaction, the head office system is notified with a request for transaction authorization (or rejection).

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Typical application
Risk / Cash management
Provide full location / network credit limit monitoring. Provide agent head office with real time cash balance monitoring for any locations in network. Prevent location from sending trx when exceeding credit limits assigned by agent. Reduce calls to LAROC by applying higher location limit under strong control of agent head office (ie Aggregated trx exceed 80% of daily limit, automated message sent to POS)

Productivity / Backoffice Integration

Eliminate dual entry at POS by generating a real time data feed agent head office accounting system. Automate the daily cash management by feeding agent system. Minimize manual control task by ensuring automated date entered in agent system

Real Time Compliance

Real time filtering of trx and customer. Ensure Head Office monitors individual trx before Western Union generate the MTCN. Allow customer trx aggregation at network level, preventing to split trx, to send more trx than authorized, monitor suspect behavior. Allow direct data feed to local compliance reporting tool / database for further analysis.

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Agent Server Overview

Real Time Data Feed - Eliminate Dual Entry - Direct feed to GL account Additional need - Link to banking system - Link to forecasting - Endless integraton C a s h / R i s k Risk Mgt Control cash balance -Per Network -Per Location -Per Subagent Prevent POS to process trx based on credit limit rules -POS send > limit, trx rejected Reduce call to LAROC for limit - get high WU limit per pos - but prevent POS to exceed it unless authorized by head office

WU HOST

Back office Automation

Other specific

Dedicated line Create link between WU and Agent Head office (Virtual link HQ <-> POS)

Agent Server (API)

Head Office Database

POS Monit oring

POS Monitoring Lock / Unlock POS from doing trx Context based message to POS: - Please contact CSC - Last trx contact credit team - Over limit get customer ID copy / contact CSC

Reporting
Post Trx Reporting - Report to authorities - Review of suspicious trx - Update real time business rules

Real Time Compliance

Real Time Minitoring - Authorize / Reject trx - Monitor / prevent split trx - Manage LPMT rules

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Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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High Level Infrastructure

Agent Location Agent LocationAgent Location

Locations
Thin Client Application Thin Client Application Thin Client Application

POS using WU Technology process send / receive trx.

Telecom IP Dial -up or Frame Relay or VPN Internet

Western Union World

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Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

Agent Server Impact on Transactions

Agent Main Offices Agent Location Agent Location Agent Location

Locations
Thin Client Application Thin Client Application Thin Client Application

Agent Head Office World

D IC

Agent Server creates a link between POS, WU host and Agent Head office
Telecom IP Dial -up or Frame Relay or VPN Internet Telecom Frame Relay Mendatory

Agent Central Server

Western Union World

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Transaction with Agent Server No Time Out

2. Operator requests fee calculations 4. Fee calculation results 8. WU Host submits transaction for validation
IDC

12. WU Host confirms transaction

MT Application

7. Operator commits transaction 14. Acknowledgement 12. WU Host confirms transaction

Agent Host

10. Agent validation result (Approve / Reject) 3. WU Host calculates transaction fees
11. WU Host stores transaction 0. Operator logs in (security checks) 9. Agent host processes transaction validation. Optional. Exact intent of agent host to be defined by agent: - Transaction dual authorization - GL accounting - Cash management - Network control - Compliance

1. Operator captures transaction

5. Operator notifies customer with charges 6. Operator collects money from customer 13. Operator provides MTCN to customer

Blue items represent Agent Server related steps Black items exist with and without Agent server
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Transaction with Agent Server Time Out Default Reject

2. Operator requests fee calculations 4. Fee calculation results 7. Operator commits transaction 8. WU Host submits transaction for validation

MT Application

10. Agent validation result (Approve / Reject)

Agent Host

IDC

11. Default approval (approved / rejected)

11. Default approval Notification 12. Acknowledgement 3. WU Host calculates transaction fees 9. Agent host processes transaction validation. Optional. Exact intent of agent host to be defined by agent: - Transaction dual authorization - GL accounting - Cash management - Network control - Compliance

0. Operator logs in (security checks) 1. Operator captures transaction 5. Operator notifies customer with charges 6. Operator `collects money from customer

Blue items represent Agent Server related steps Black items exist with and without Agent server
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Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Roles & Responsibilities

ROM Agent
Business Rules

WU
API (Agent Server tool set)

Functional Specifications
Software Design Coding (using the Agent Server API) Testing Maintenance

Documentation High level Agent Server Agent Service cookbook

Demo Application Hello world

Sample Source Code Hello world source code

Assistance Project management IT support Telecom

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Roles & Responsibilities

Real Time Data Feed - Eliminate Dual Entry - Direct feed to GL account Additional need Risk Mgt

WU

HOST

Back office Automation

Other

Dedicated line Create link between WU and Agent Head office (Virtual link HQ <-> POS)

- Link to banking system Control cash balance - Link to forecasting -Per Network - Endless integraton -Per Location -Per Subagent specific C a Prevent POS to process trx based s on credit limit rules h -POS send > limit, trx rejected / R Reduce call to LAROC for limit i - get high WU limit per POS s - but prevent POS to exceed it k unless authorized by head office

Agent Server (API)

Head Office Database

POS Monit oring

POS Monitoring Lock / Unlock POS from doing trx Context based message to POS: - please contact CSC - Last trx contact credit team - Over limit get customer ID copy / contact CSC

Reporting
Post Trx Reporting - Report to authorities - Review of suspicious trx - Update real time business rules

Real Time Compliance

Real Time Monitoring - Authorize / Reject trx - Monitor / prevent split trx - Manage LPMT rules

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WU Responsibility
Agent Server: WU View & Responsibilites
WU HOST

Development and design of WU Host

Development of Agent Server API (Application Programing Interface)

Dedicated line Create link between WU and Agent Head office (Virtual link HQ <-> POS)

Agent Server (API)

Installation and Monitoring of the dedicated line (can re-use existing line)
WU ensures support and maintenance of Agent Server API WU ensures full backup and redundancy of Agent Server

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Agent Responsibility
Real Time Data Feed Additional need - Link to banking system - Link to forecasting - Endless integraton C a s h / R i s k

Agent Server : Agent Responsibilities

=> Define the needs and rules => Use the API to interconnect to local system => Design and "program" the application to automate the process => Install and support local hardware => Agen t Server is not PLUG & PLAY. => Agent server technology is free but agent must support telecom cost (either get a F/R line or increase existing line base on telecom eng recommendation

Risk Mgt Control cash balance -Per Network -Per Location -Per Subagent Prevent POS to process trx based on credit limit rules -POS send > limit, trx rejected Reduce call to LAROC for limit - get high WU limit per POS - but prevent POS to exceed it unless authorized by head office

- Eliminate Dual Entry - Direct feed to GL account

Back office Automation

Other specific

Agent
POS Monitoring

Head Office
POS

Database
Monit oring

Lock / Unlock POS from doing trx Context based message to POS: - Please contact CSC - Last trx contact credit team - Over limit get customer ID copy / contact CSC

Reporting
Post Trx Reporting - Report to authorities - Review of suspicious trx - Update real time business rules

Real Time Compliance

Real Time Monitoring - Authorize / Reject trx - Monitor / prevent split trx - Manage LPMT rules

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Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Introduction
The remote services functionality is the ability implemented in WU MT Software to provide data to the outside world and receive authorization to proceed with the transaction in progress. Remote services feature is implemented in WU MT Software as a configurable functionality. When configured, remote services feature will pass transaction related data to a third party application known as the Remote Application, when specific events occur in WU MT Software.

As an example, when a send transaction is performed in WU MT Software, all pertinent data will be sent to the remote application first, then after remote application confirms the transaction, it is sent to the WU host for actually storing it. Similar behavior is implemented for all types of transactions performed by WU MT Software.
Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

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Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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High Level Infrastructure

Agent Location Agent Location Agent Location

Locations
Thin Client Application Thin Client Application Thin Client Application

POS using WU Technology process send / receive trx.

Telecom IP Dial -up or Frame Relay or VPN Internet

Western Union World

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Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

High Level Infrastructure

Agent Location Agent Location Agent Location

Locations
Thin Client Thin Client Thin Client Application Application Application

POS using WU technology process send / receive trx.

Telecom IP Dial -up or Frame Relay or VPN Internet

Western Union World

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Transaction with Remote Service

3. WU Host calculates transaction fees 11. WU Host stores transaction

MT Application

IDC

Remote Service

0. Operator logs in (security checks) 1. Operator captures transaction 5. Operator notifies customer with charges 6. Operator `collects money from customer

8. Remote Service processes transaction validation. Optional. Exact intent of agent host to be defined by agent: - Transaction dual authorization - GL accounting - Cash management - Network control - Compliance

Blue items represent Remote Service related steps Black items exist with and without Remote Service
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Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Difference between Agent Sever and Remote Sevice

Agent Server
Agent Agent Agent Location Location Location
Agent Main Offices

Remote Service
Agent Agent Agent Location Location Location

Locations
Thin Thin Thin Client Client Client Application Application Application

Agent Head Office World

Thin Thin Thin Client Client Client Application Application Application

Locations

Agent Server creates a link between POS, WU host and Agent Head office
Telecom IP Dial-up or Frame Relay or VPN Internet

D IC

Agent Central Server Telecom IP Dial-up or Frame Relay or VPN Internet

Telecom Frame Relay Mandatory

Telecom Frame Relay Mendatory

Western Union World

Western Union World

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Western Union Unrestricted Internal Use 2011 Western Union Holdings, Inc. All Rights Reserved

Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Implementation Timeline
The project duration depends on a lot of agents parameters (resources availability, agents process). However the WU internal objective is to execute: Remote service project in a month or less Agent Server project in 3 months or less

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How to turn your idea to life

First things to do is to write down the reasons for the project and to double-check with your regional management how this potential project feeds in the regional project plan. Your regional management will make sure the necessary teams get involved to start the project.

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Agenda / Summary Why is this a conceptual training? Agent Server

Introduction High level Infrastructure Roles and Responsibilities

Remote Services
Introduction High level Infrastructure Difference between Agent Server and Remote Services

Guidelines Question and Answer Session / Quiz

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Questions & Answers

Do you have any other questions?

Where to submit questions after this session?

Emmanuel.Mery@westernunion.com George.Chan@westernunion.com

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QUIZ

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Question 1

The Agent Host is based at

the Location the Agent Head Quarter the Agent Locations

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Question 1 - Answer

The Agent Host is based at

the Location the Agent Head Quarter the Agent Locations

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Question 2

The main difference between Agent Server and Remote Service is

The name of the project The technology used to implement the project The team working on the project They address different business requirements

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Question 2 - Answer

The main difference between Agent Server and Remote Service is

The name of the project The technology used to implement the project The team working on the project They address different business requirements

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Question 3

Agent Server connectivity only requires a VPN

True False

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Question 3 - Answer

Agent Server connectivity only requires a VPN

True False

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WebEx Poll
Before leaving please give your opinion about this session by answering 3 short questions (takes less than a minute to complete)

Thank you!

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 2011 Western Union Financial Services Inc. All Rights Reserved All trademarks, service marks, trade names, and logos used in this presentation are the property of their respective owners and are used for educational purposes only. This presentation is proprietary to Western Union Financial Services Inc. and may not be reproduced or copied in any manner without prior written permission.

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