Archiving and Culling Engine (ACE) 111-02010000

Item

Description

1

Why can't I access IVR recordings in ACE?

When I try to access Interactive Voice Recordings (IVR) in ACE I get a message saying, 'Some packet(s) require additional security access to view'.

To access ACE, staff must request the following resources in ICT Security Portal (ISP):

• OLE-ONLINEEENQUIRY (ISP Category: Mainframe Applications - INCOME SECURITY)
• ACEUSER (ISP Category: ACF (SAMS) - PROD - ARCHIVE CULLING ENGINE)

Limited staff may also require the following ISP resource:

• IVRREC (ISP Category: ACF (SAMS) - PROD - ARCHIVE CULLING ENGINE)

Do not request this resource unless advised it is required.

For help requesting ISP resources, see How to request a resource in ISP.

2

I can't find IVRs for a Customer Reference Number (CRN) in ACE, where are they?

All available Report Employment Income (REI) IVR voice recordings are loaded in ACE.

There is not always an audio voice recording to match when:

• a customer uses the REI Self Service application to report their income, and
• the channel shows as 'IVR' on the Reporting History (RPRH) or Employment Income Summary (EANS) screens

Calls for the dates below could be missing from ACE. This could be due to technical difficulties or because the customer called a number that was not 133 276 to access the REI application. Voice recording equipment only exists for number 133 276:

• Brisbane QLD 01 November 2005 - Current date
• Liverpool NSW 10 December 2005 - Current date
• Moorabbin VIC 07 January 2006 - Current date

Any call recordings missing from ACE in the following date ranges are missing due to technical difficulties:

• Brisbane QLD 20 October 2003 - 31 October 2005
• Liverpool NSW 22 June 2004 - 09 December 2005
• Moorabbin VIC 01 October 2003 - 06 January 2006

Email the Archive Systems Team for further assistance.

3

How do I fit all text on the screen when I print?

Why does all the text from DOCs not display when I print? Some of the text is missing on the right-hand side of the page.

To make sure all text displays in the printed copy using portrait orientation, set the browser page margins to 10 millimetres:

• Select File at top left of the browser
• Open Page Setup
• Input 10 in the Left and Right margins fields
• Select orientation Portrait
• Select OK

When all the documents are in expanded mode:

• select the browser Print icon, or File, and
• select Print

Only do this one time unless the computer is rebuilt.

4

Where are my DOCs? I can't find them in ACE or the Centrelink system.

I can't seem to find a DOC in the system or ACE. Are there missing DOCs or a gap in the years from what is showing in the system and ACE?

The DOC is still likely to be in the Centrelink system. Check at the top of the Document List (DL) screen for the line of text, '200 documents found, 150 displayed'. The DL screen shows more DOCs than it can display at one time. To retrieve more data, try putting the required date range in the Date From and To fields on the DL.

If it does not show that line of text or DOCs fail to appear, check all environments in the system.

5

If the DOC I search for says 'This document was archived in ISx on ...'. where is the text?

For example, the text of a DOC only states, 'This document was archived in ISx on 7 APR 1998' or 'This document was archived in NSW on 7 APR 1995'

The text for a DOC with the message like above has been archived to Customer Archive Retrieval (CAR) several years ago and is still available there.

The last letter in the text ISx indicates the environment in which the document may be located in CAR. For example, A, B, G, H, I, J, K, M, P, R or S.

If the text refers to a state rather than an environment, check the environment/s relevant to that state:

• SA - A
• WA - P
• TAS - H
• QLD - B or G
• NSW - K, R or S
• VIC - M, G or J

6

What is the date range for DOCs still in CAR?

The Text field for some DOCs in ACE refers to the previous archive of DOCs to Customer Archive Retrieval (CAR).

Before the Historical Document List (HDL) screen was created, DOCs were archived to Customer Archive Retrieval (CAR) if they contained information in the Text field. The DOCs in CAR have not been archived to ACE, however all the information from these DOCs, except the Text field, is available in ACE.

DOCs were last archived to CAR in April 2001. As DOCs were only archived if they were more than 1 year old, the Text field for most DOCs up to the end of 1999 or early 2000 should be in CAR.

If the ACE ODR Search Results page shows the DOCs have a Receipt Date prior to 2000:

• go to the relevant environment/s in the Centrelink system, and
• request the DOCs in CAR

When a customer changes address and the CRN transfers to another environment in the Centrelink system, the CAR information for that customer is not moved. It is still only available in the old environment. It is therefore possible that CAR data may exist in several environments for a customer.

7

Is there a quicker way to get to ACE?

Set the Archiving and Culling Engine (ACE) Application homepage as a Favourite:

• Go to Archiving and Culling Engine (ACE) Application homepage
• Select the 'favourites' icon and Add this page to favourites

Select the link each time directly from Favourites.

8

What does this message mean - This is a duplicate DOC - Please treat the information in this DOC with care?

The DOC has a message 'This is a duplicate DOC - Please treat the information in this DOC with care', and the text of a DOC does not match the Summary text line. Has the wrong text been archived for this DOC?

A problem existed for a while where more than one DOC was given the same number. As a result, the Text field may contain some text from another DOC. During the archiving process any DOC with this problem is identified and this warning message added to the DOC.

In the Centrelink system these problems existed for some DOCs accessed through the Historical Document List (HDL) screen. The text for DOCs with the same number was displayed in both DOCs. Wherever possible the text was allocated to the correct DOCs in the archiving process. However, all DOCs that have the same number as another for the same customer are identified with this message. Sometimes in ACE when one of the DOCs had no data in the Text field, the data from the other DOC is displayed in both DOCs.

It is possible to identify the DOCs with the same number by accessing the 'marked up' data available through the RAW button on the ODR Search Results page. This button is available in the 'Show Raw' column when the DOC has the status of 'Online'. Once accessed, use the browser 'Find' facility (Edit, then Find (on This Page)) to locate the <docuNum> text. The value between the <docuNum> and </docuNum> text is the document number for that DOC. Access the RAW button for other DOCs until the same number is found.

Email the Archive Systems Team. They can help identify which DOCs have the same number.

9

Question: Why do I get an error message when I try to view an ONLINE DOC?

The DOCs I want to view have the status of ONLINE but when I try to view the DOCs I am presented with a page of text with the heading 'Error Messages:'

Close down ACE and browser session. Open a new browser session and then ACE and try to access the record again. If the same error page is presented, send an email to the Archive Systems Team with the Customer Reference Number (CRN) and a screen dump of the error page.

10

Why does it take so long to bring the documents online?

Often in the afternoons the number of outstanding retrievals has built up. Because of the nature of the infrastructure, the time it takes to retrieve data from tape storage is directly dependant on the number of requests for data. The more requests submitted the longer the delay.

As retrieval requests continue to be actioned overnight it may help to request the required archived data in the late afternoon for the next day's work.

Check the ODR Request List page to see if the retrievals are online. This page is automatically refreshed, but the ODR Search Results page is not.

11

I have found the data. Can the Archive Systems Team help me to interpret it?

The Archive Systems Team is unable to answer any questions regarding the interpretation of data retrieved from archives. For help with data interpretation please contact the relevant helpdesk team.