FLEX Ten Remote Override

This document provides technical guidance on utilizing the Remote Override feature within the FLEX system (www.flexcutech.com). Remote Override is a critical function that allows a user to request authorization from another user with higher permissions to complete a transaction or action they are not authorized to perform.

1. Introduction to Remote Override

The Remote Override feature in FLEX Ten facilitates secure and controlled access to restricted transactions. When a user attempts an action for which they lack the necessary permissions, a pop-up box appears, enabling them to request an override from an authorized colleague.

2. Initiating a Remote Override Request

When a transaction or action requires an override:

1. “Override Required” Pop-up: A pop-up box titled “Override Required” will automatically appear on your screen. This box will typically state the reason for the override (e.g., “Teller is not allowed to perform transactions on an account with delinquent loans”).
2. Select Override Recipient:
   • The pop-up will display options for “Groups” and “Users.”
   • You will be prompted to select a recipient from a dropdown list of authorized users.
   • Tip: Users currently logged into FLEX Ten will have a green bubble displayed in front of their username, indicating their availability.
3. Enter Your Credentials (Optional, if prompted): Depending on your system’s configuration, you might be asked to enter your own User and Password.
4. Send Request: Click the “Request Override” button.
   • If the user provided does not have permission to complete the override, an error message will appear.

3. Responding to a Remote Override Request

The user who receives the override request will see a dedicated pop-up on their screen.

1. “Remote Override” Box: A “Remote Override” box will appear on the selected user’s screen.
2. Review Request Details: This box will display:
   • The name of the user requesting the override.
   • The reason for the override request.
3. Copy Share Password (Optional): The user providing the override may have the option to “Copy Share Password.” If selected, this will copy the necessary password to their clipboard for later use.
4. Acknowledge or Ignore:
   • Click “Acknowledge” to accept the override request.
   • Click “Ignore” to decline the override request.

4. Completing the Overridden Transaction

After the override request has been acknowledged:

1. “Remote Assist” Prompt: The “Remote Assist” window will appear.
2. Enter Share Password: If the “Copy Share Password” option was used by the overriding user, they can now paste or manually enter the Share Password into the “Remote Assist” window.
3. Granting User’s Credentials: The screen of the requesting user will become visible to the user granting the override. The overriding user will then need to enter their own User and Password to authorize and complete the transaction.
4. Close Remote Assist: After the override is successfully granted and the transaction is processed, close the “Remote Assist” box.
5. Continue Transaction: The requesting user can now continue and finalize the original transaction.

5. Benefits of Remote Override

• Enhanced Security: Ensures that sensitive or high-risk transactions are authorized by users with appropriate permissions.
• Operational Continuity: Allows tellers to continue serving members even when they encounter transactions beyond their authorization level, without needing to switch workstations or involve a supervisor physically present at their station.
• Audit Trail: Creates a clear record of who authorized which transaction, improving accountability.
• Flexible Authorization: Supports a tiered permission structure within the FLEX system.