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Lockbox Exception Management


KeyBank’s Exception Management Decisioning system provides a way for you to provide Key instructions on how to handle exception transactions that cannot be processed for some reason.

5.1 Accessing Exception Management

  1. From the KeyNavigator homepage or dashboard, under the Quicklinks in the top left hand corner, click the gear icon to create a Quicklink.

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  2. From the Customize Your Quicklinks screen, scroll down to the Specialized Services section and select Lockbox Exception Management. Click Done.

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  3. Then, under your customized Quicklinks section, click on the Lockbox Exception Management link.

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  4. After you click on the Lockbox Exception Management link, the next screen will be the Lockbox Exception Management main log-in. Here you will enter your Username and Password. Click Login.

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    If you are a new user of Lockbox Exception Management, the system will prompt you to change your password upon your first log in. Your Username for Lockbox Exception Management will be the same as KeyNavigator.

  5. Once you are logged into Lockbox Exception Management, you will be taken directly to the Welcome screen. Click on the Decisions tab.

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5.2 Decisioning

The decisioning system is made up of three separate interfaces:

  1. Batch Details
  2. Transactions, and
  3. Reporting

5.2.1 Batch Details Interface

The Batch Details interface provides you with a filterable list of batches containing transactions that have been flagged because they cannot be processed without further information.

  • To work on a batch simply double-click the batch or click the batch’s corresponding View or Checkout button. Administrators will also have an Unlock button available for each batch, allowing them to unlock batches that have been previously checked out. This Unlock button can be used to free the batch for checkout by another user.

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  • Click on the arrow next to Filter List By drop-down box to filter Batches by Process Date, Lockbox Number, Batch Number and Batch status.

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  • Once a Filter By criteria is selected, you may select any of the valid values that are available in the grid to filter the list down to the selected value.

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  • The Batch Information Pane in the lower left-hand corner of the screen contains details about the individual exceptions contained in the selected batch and their statuses. This information allows you to quickly see the number and type of exceptions contained in each batch.

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  • The Decisioning Statistics Pane in the lower right-hand corner of the screen keeps track of the current running statistics about the exceptions being worked, including:
    • Total exceptions to be resolved
    • Total exceptions accepted, rejected, or skipped
    • Total dollar values of each category of exception type

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  • Once all of the submitted exceptions have been decisioned, click the Finalize Decisions button to submit your decisions for processing.

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5.2.2 Transactions Interface

  • The Transactions interface is designed to allow you to view and edit any exception field data, and accept or reject exceptions for processing. The front and rear image of the item, along with all relevant data about the item, and all other related items is provided in order to give you all the necessary information to determine how to best handle the exception.

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  • Located on the upper left side of the interface, the Exceptions Pane is used to display the exception batches that need attention.
  • Use this panel to navigate through each batch by expanding each branch of the exceptions tree. As batches are selected the interface is updated to reflect the transactions, images and exception details of the currently selected batch.

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  • You will notice two modes View and Work; if you are in View mode, designated by a red bullet, you can review the exceptions but cannot act on them. You can Checkout a batch to move it to Work mode, designated by a green bullet, and begin working through the exceptions contained in that batch.

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  • To checkout a batch simply right click the batch and select the Checkout Batch option.
  • You will then have options to:
    • Accept / Reject Batch – Applies to all Exceptions in the Batch
      NOTE: All key entry must be completed before a batch can be accepted.
    • Checkin Batch – Check the Batch in
    • Finalize Batch – Finalize all decisions and submit the batch for final processing
    • Batches that are not decisioned within the designated timeframe will be rejected and original checks and documents will be sent back to you for review based on your processing instructions.

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  • The Image Pane is located at the upper right side of the interface; this displays the associated images of the currently selected item(s).
  • The header at the top of each image displays the details, including their Process Date, Source and Batch Numbers, as well as the Transaction and Item IDs.
  • Use the zoom controls at the top right of each image to:
    • Full Page – View the image(s) in a separate full-size window
    • Zoom In / Out – Increase / Decrease the size of the image(s) within the current view
    • Use the scroll feature to scroll through the available images
  • Note: Back Images are displayed directly below their parent fronts when available.

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  • The Key Entry pane, located on the lower portion of the page, provides details about each exception associated with the selected item(s ).

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  • Columns can be added / removed, re-ordered, and sorted using the column header controls shown here. Simply click on the column header to open the menu.

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  • Any field that requires Key Entry can be keyed directly into the “(Editable)” column. The Original Value column shows you what the initially captured value of the field was if available.

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  • You may also Accept or Reject any exception by right clicking on the item as shown.

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  • The Decision Controls pane in the lower, right-hand corner provides the available actions that can be taken on selected exceptions.

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  • The following action buttons are provided:
    • Accept – Accept the transactions / items as edited and/or displayed.
    • Reject – Reject the transactions / items as edited and/or displayed.

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  • Note, these controls are disabled when an invalid or non-exception item is selected, or when a user does not have sufficient decisioning permissions to act upon a selected item.

5.2.3 Reporting Interface

The reporting summary interface is displayed when you click the Reporting tab and is designed to allow you to define and build customized reports about decisioning activity.

The reporting system is made up of sections, the Processing Summary Report, and the Processing Detail Report.

  • The Processing Summary Report provides high level information about the batch, including: process date, finalized date, the number and dollar amount of accepted items, the number and dollar amount of rejected items, processing time and more.

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  • Use the Finalized Date fields provided and click the Refresh button to limit the report to specific data ranges.

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  • Use the Show Lockbox drop-down list to filter the report to only include data about specific lockboxes. Simply select the desired lockboxes from the Show Lockboxes drop-down list.

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  • The Processing Detail Report shows the details about a specific batch including what the exception types were, the date which each exception was decided, who decided it, the dollar amount of the exception, and what the decision was.
  • You can modify the contents of this report by changing the date range and clicking Refresh.
  • Use the Back to Summary Report button to go back to the Summary Report.

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5.2.4 Event Manager Alerts

The Event Manager system within Lockbox provides you with a powerful and flexible tool to configure and receive alerts in the form of email or SMS text messages about the tasks that are important to you.

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  • To edit an existing alert, simply double-click the Event Alert entry you wish to edit.
  • Configuring an Alert:
    • Double-click the Event Alert, you will want to edit.
    • The Event Rule Config box will display.
    • In the Source Configuration Tab, enter the name and description for the event that you’d like to display in the main interface.
    • Enable the event rule to receive an alert whenever the rule is true.
    • Disable the event rule to silence the alert.
    • Click Save when the alert is configured to your liking.

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    • Click on the Target Configuration Tab.
    • In the Email Template section, specify the email subject you want displayed and the information in the alert that will be sent when the event rule is true. Any http:// entries in the body will be converted to links in the actual alert when sent.
    • In the Email Recipients section, enter the email addresses of your users who you wish to receive this specific alert. Enter multiple recipients by including a comma (,) or space between the email addresses entered in the Email field.

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5.2.5 Preferences

User preferences are an easy way you configure the behavior of exception processing for each user.

Preferences you can set include:

  • Image Windows – the number of available windows for viewing image pop-outs and PDFs
  • Email Address – the email address the system will send alert notifications to
  • Mobile Email – a cell phone address that accepts SMS messages for alerts
    • A list of the most popular addresses is listed below
  • Starting Page – the preferred landing page after logging into the system

Examples of how to format your address for SMS Text Messages for common providers are below:

Provider Address Format for SMS Text Messages
AT&T [Mobile Number] @txt.att.net
Cingular (GSM) [Mobile Number] @cingularme.com
Cingular (TDMA) [Mobile Number] @mmode.com
Cricket [Mobile Number] @mms.cricketwireless.net
Metro PCS [Mobile Number] @mymetropcs.com
Sprint PCS [Mobile Number] @messaging.sprintpcs.com
T-Mobile [Mobile Number] @tmomail.net
US Cellular [Mobile Number] @email.uscc.net
Verizon Wireless [Mobile Number] @vtext.com

5.3 Company Administration

KeyBank’s Exception Management Decisioning system provides a unique, simplified administration experience for company administrators, allowing you to quickly perform the tasks relevant to you.

When you access the Configuration Tab you are presented with your User Profile.

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Your company’s administrators will also have access to two additional administrative pages – sources and users.

5.3.1 Users

The user administration page provides your company administrators the tools necessary to manage Lockbox Exception Management Decisioning users for your organization. The primary part of this interface is the User List, which is the only thing that is visible to a user initially.

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The User List consists of the basic information about the user along with some indicators as to the user’s status, including:

  • Company Admin – Indicates that the user has been designated an administrator for their company. A Company Admin may not update their permissions.
  • Active – Indicates whether or not the user is an active user of the system and allowed to login.
    • NOTE: Users cannot be deleted. You can only make a user active or inactive.
  • Locked – Indicates that the user has been locked from being allowed to login to the system. This is usually due to too many failed login attempts.

To Add a User:

  • Click the Add User button.

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  • The Add User Form will display.

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  • Enter the Username, First Name, Last Name and Email Address of the user to be added.
  • Click Save User.

Note: Once the user has been saved, a dialog box will appear from the top of the window indicating that the user has been created, along with that user’s temporary password. Make a note of that password and provide it to the user through a secure mechanism of your choosing. They will have to use this password to login to the Exception Management system for the first time. Once a user logs in, they will be required to change their password.

To Configure a User:

To configure a user, simply select the user you wish to configure and you will notice three new panes open up. You can then configure all of the available options, permissions, and entitlements for that user and save their configuration quickly and easily.

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  • General Interface: Contains the basic information about the user including name and email address.
  • Permissions Interface: Provides a list of the Permissions available and/or assigned to the user.
Deactivating a User:

To deactivate a user:

  • Select the user from the User List.
  • Un-check the Active checkbox under the General Interface.
  • Click the Save User Configuration button.

Once completed, you will notice the Active indicator (√) is removed from the user’s information in the user list.

Assigning User Permissions:

To grant or deny user permissions simply select / deselect those permissions you wish to grant or deny the user and click the “Save User Configuration” Button. As an administrator you are only allowed to administer those permissions to which you yourself have been granted. The possible permissions available are:

  • Can Create Users – Able to create new users within the system.
  • Can Edit Entitlements – Able to grant users permissions and access to sources.
  • Can Reset Passwords – Able to reset other user passwords.
  • Can Create Reports – Able to perform export activity from the system.
  • Can View Company Details – Able to view the company details information within the system.
  • Can View Decisioning – Able to view the Exception Decisioning Application within the system.
  • Can Accept Decisioning – Able to “Accept” exceptions within the Decisioning Application.
  • Can Reject Decisioning – Able to “Reject” exception within the Decisioning Application.
  • Can Finalize Decisioning – Able to submit exceptions for final processing within the Decisioning Application.

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