Using the Archiving and Culling Engine (ACE) 111-25080707

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

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)

Staff requiring access to Interactive Voice Response (IVR) recordings 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.

A link to ACE can be found in the Resources page.

To make it quicker to access 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.

Searching using the Document List (DL) screen

The Document List (DL) screen will only display the latest 150 DOCs. The DOC may not display when there are large numbers:

• From the top of the DL screen, open Search
• Enter a date range to check for DOCs which are not in the display
• Check all environments in the system

If the DOC still doesn’t display, it may have been archived.

Check if the DOC has been archived

DOCs are normally archived twice a year. On the Archive/Cull History (ARH) screen the:

• Benefit field: displays ODR if the DOC has been archived
• Archival Date field: shows when the archiving occurred
• Activity Management Receipt (AMR) field: the archive activity number

The ARH screen only shows when DOCs are archived in ACE. It will not identify DOCs archived in CAR.

DOCs in Customer Archive Retrieval (CAR) – receipt date before 2000

Some DOCs created prior to 2000 will not display in ACE. These are archived to Customer Archive Retrieval (CAR).

Before the Historical Document List (HDL) screen was created, DOCs were archived to CAR if they contained information in the Text field. The DOCs in CAR have not been archived to ACE, however all the information from these DOCs, except the Text field, is available in ACE.

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 Customer Reference Number (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.

Has the DOC(s) been archived?

• Yes, open the Archive and Culling Engine (ACE). To search:
• for all DOCs, go to Step 2
• using filters, go to Step 3
• No, procedure ends here

Select ODR Search from the left-hand menu.

Filter the search by using the following selection criteria. Use Field help to find what values are valid for each criteria:

• In Customer Reference Number: key the CRN
• Service Reason(s)
• Channel Type
• Enquiry Type(s)
• Receipt Date Range:
• Receipt dates for archived DOCs will be at least 24 months before the Archive Date
• Last Updated Date Range:
• This will only return DOCs created, updated or annotated after 19 June 2004

Select the relevant radio button to find DOCs that match:

• all of the nominated criteria, or
• any of the criteria

Select Submit or press [Enter].

A successful search will produce a list of all the DOCs requested.

The Summary text for each DOC will display.

Retrieving the data

• To view a DOC, select the check box beside it:
• More than one DOC may be selected at the same time
• At the bottom of the screen, select Get

Note: Offline status will change to Requested

If the Status is:

• Requested, go to Step 4
• Online:
• the data can be viewed immediately
• go to Step 5

If the status is Requested, it means the data is stored offline.

A message will present.

'Your request for offline data is being processed. Go to the ODR Request List screen to monitor the status of your request'.

Open the ODR Request List screen:

• From the left side menu, select Request List
• The most recent request will be shown at the top of the Request List screen
• The entry in the column No. Online advises when the data is available for viewing:
• It usually takes about 30 seconds, depending on how many DOCs were requested
• There can be a delay depending on the number of requests for data within ACE. To avoid the time delay, make requests for required archived data in the late afternoon for the next day's work
• When DOCs is available:
• Select View
• Go to Step 5

Select the:

• check box(es) alongside the relevant DOCs
• Get button at the bottom of the screen

Does an error or warning message present?

• Yes, go to Step 6
• No, to print go to Step 7

Select from the following:

When trying to view a DOC with status ‘ONLINE’ and a page of text appears with the heading ‘Error Messages’:

• Close ACE and the browser session
• Reopen a new browser session and ACE

If the ‘Error Messages’ page continues to displays, send an email to the Archive Systems Team. Include the Customer Reference Number (CRN) and a screen dump of the error page.

The text of the DOC does not match the Summary text line and was given the same number as another DOC.

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:

• Access the button from the Show Raw column
• 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
• 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

A DOC presenting with this message was archived to Customer Archive Retrieval (CAR) and is still available there. See Using the Customer Archive Retrieval (CAR) system and microfiche requests for archived information

If the Printer Icon is used to print, the whole page is automatically printed.

When printing from ACE:

• all the text from DOCs may not display
• some of the text may be missing on the right-hand side of the page
• archive records can be very large

To enable printing of selected pages:

• Go to the File menu
• Select Print Preview
• Select the desired Print range and press Print

To get optimal results when viewing screens with many columns:

• Set the browser view to Medium or Smaller:
• Go to the View menu
• Select Text Size
• Select Medium or Smaller

To make sure all text displays in the printed copy using portrait orientation

• Set the browser page margins to 10 millimetres:
• Go to File menu
• Open Page Setup
• Key 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

Shows:

• the benefit/s that have been archived for a Customer Reference Number (CRN), and
• when the archiving occurred

Only data from specific screens will be displayed in ACE.

To search for customer records, go to Step 2

To search for an activity, go to Step 3

Open ACE and select Search from the left hand menu:

• Organisation field, select Centrelink
• Reference Type field, select CRN
• Customer Reference Number: key the CRN
• Search Key 3 field, select benefit type (for example NSS, PEN) from the drop-down list
• Select Submit or press [Enter], go to Step 4

Open ACE and select Activity Search from the left hand menu

• Customer Reference Number: key the CRN
• Use any of the fields to refine the search.
• Select Submit or press Enter, go to Step 4.

A successful search will produce a list of all the summary information for archived activities or data.

Note: for data, the benefit type will be displayed in the Key 3 column under Search Criteria if the customer has a packet.

Retrieving the data or activity:

• To view an activity or data, check the box next to the individual record, or select All
• Select Get Selected. It will be at both the top and bottom of the screen

Note: Offline status will change to Requested

If the Status is Requested:

• For data, go to Step 5
• For activities, go to Step 6

If the Status is Online:

• The data or activity can be viewed immediately.
• For data, go to Step 7
• For activities, go to Step 8

If the Status is Requested, it means the data is stored offline.

A message will present.

'Your request for offline data is being processed. Go to the Request List screen to monitor the status of your request'.

Open the Request List screen:

• From the left side menu select Request List
• The most recent request will be shown at the top
• Column No will display Online when the data is available for viewing.
  This takes approximately 30 seconds
• When the packet is Online:
• Select View
• Go to Step 7

If the Status is Requested, it means the activity is stored offline.

A message will present:

‘Please go to the Activity Request List screen to monitor the status of your request'.

Open the Activity Request List screen:

• From the left side menu, select the Activity Request List
• The most recent request is shown at the top
• The columns No. Online and No. Retrieving will display showing how many activities are in them
• When the packet is Online:
• select the View
• Go to Step 8

The default View is Mainframe View. It displays the data in the same format as the Centrelink screens.

Also available is the XSCREEN view, which displays data from screens in the Centrelink mainframe system and those used by Systems Help Desk staff.

A header containing information about the customer and when the data was extracted is displayed at the top of the page.

The screen menu items will vary according to the data stored for a particular customer. Each screen will only appear on ACE if the screen was populated before archiving.

To print, go to Step 9

Select Get Selected.

The Activity Management History Record Archive screen will display. This displays the HAY screen view of activity records for one or more activities at a time.

To send online activities back to ISIS:

• select the required activities, or
• use the Select All > Send selected to ISIS

A message will present.

‘Your Send To ISIS request has been submitted successfully. Please check the sent activities in ISIS after 2 minutes’.

To print, go to Step 9

If the Printer Icon is used to print, the whole page is automatically printed.

When printing from ACE:

• all the text from DOCs may not display
• some of the text may be missing on the right-hand side of the page
• archive records can be very large

To enable printing of selected pages:

• Go to the File menu
• Select Print Preview
• Select the desired Print range and press Print

To get optimal results when viewing screens with many columns:

• Set the browser view to Medium or Smaller:
• Go to the View menu
• Select Text Size
• Select Medium or Smaller

To make sure all text displays in the printed copy using portrait orientation

• Set the browser page margins to 10 millimetres:
• Go to File menu
• Open Page Setup
• Key 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

Assurer and Assuree records cannot be viewed at the same time. 2 separate searches are needed.

Open ACE and select Search from the left hand menu:

• Organisation field, select Centrelink
• Reference Type field, select CRN
• Reference Number field, key the CRN
• Search Key 2 field, select AOS
• Search Key 3 field, select:
• AOE if searching for a Assuree record, or
• AOR for an Assuror record

Select Submit or press [Enter].

A successful search will produce a list of archived information:

• AOS will be displayed under Search Criteria > Key 3 column if the customer has an Assurance of Support packet
• a drop down box will display containing 2 selections:
• Assuror Details
• Assuror Summary
• the Start column displays the AOS Approval date
• the End column displays the end date of the AOS
• additional information can be added to the record kept in ACE.
  Select Add in the Annot field. A blank Annotation screen will display

How to retrieve the archived packet data

• To view, select the check box next to the desired record
• At the bottom of the screen, select Get

Note: Offline status will change to Requested

If the Status is:

• Requested, go to Step 3
• Online, the data can be viewed immediately.
• To view Assuror data, go to Step 5
• To view Assuree data, go to Step 6

If the Status is Requested, a message will be presented:

'Your request for offline data is being processed. Go to the Request List screen to monitor the status of your request'.

Open the Request List screen:

• from the left hand menu select the Request List
• the most recent request will be shown at the top
• Column No will display Online when the data is available for viewing.
  This takes about 30 seconds to appear

When the packet is Online, select View

• go to Step 4

Select Assuror Summary in the View box to display the Assurance Summary - Assurer.

Where the Assurer has more than one archived AOS, the Summary for each Assurance will be displayed individually.

Viewing the Assuror Details on Assuror records

Select Assuror Details in the View box, to display the Assurance Summary - Assurer and Assurer Details.

Where the Assurer has more than one archived AOS, the Assurer Details for each Assurance will be displayed individually.

In View, select Assuree Summary to display the Assurance Summary - Assuree.

Where the Assuree has more than one archived AOS, the Summary for each Assurance will be displayed individually.

Additional information can be added to the record kept in ACE as an Annotation.

To add an annotation

From the Search Result screen or from the Assurance Summary Screen:

• select Add annotation
• Enter New Annotation screen will display. A heading can be keyed followed by text up to 3200 characters
• select Add annotation again to confirm the update

Once an annotation has been added it will be displayed under Current Annotations.

Multiple annotations can be entered.

To view an annotation:

From the Search Result Screen:

• Select VIEW alongside the relevant annotation

The date and time of the creation of the annotation is also displayed.

From the Assurance Summary Screen:

Select View Annotations at the bottom of the screen

The user will then be returned to the current annotations.

Raw data can be viewed when the packet is online.

To view the system file data on an archived customer record, go to Search Results > Search Criteria > Show Raw > Raw

Generally, most users would not need to view this information in the course of their duties.

If the Printer Icon is used to print, the whole page is automatically printed.

When printing from ACE:

• all the text from DOCs may not display
• some of the text may be missing on the right-hand side of the page
• archive records can be very large

To enable printing of selected pages:

• Go to the File menu
• Select Print Preview
• Select the desired Print range and press Print

To get optimal results when viewing screens with many columns:

• Set the browser view to Medium or Smaller:
• Go to the View menu
• Select Text Size
• Select Medium or Smaller

To make sure all text displays in the printed copy using portrait orientation

• Set the browser page margins to 10 millimetres:
• Go to File menu
• Open Page Setup
• Key 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

Open ACE and select Search from the left hand menu:

• Organisation, select Centrelink
• Reference Type, select CRN
• Reference Number, key the CRN of the customer or organisation
• Media Type, select PDF
• Search Key 1: leave blank
• Search Key 2, select the correspondence type from the drop down list. This field is optional:
• LET (customer letters)
• NLT (nominee copies of customer letters)
• EML (email)
• SMS
• Search Key 3, select a Host ID (system) from the drop down list. This field is optional

Select Submit or press [Enter].

Go to Step 2.

A successful search shows a list of items matching the search criteria.

To view a letter or message:

• check the box next to the desired record, or Select All
• At the top of the screen, select Get Selected

Note: Offline status will change to Requested

If the Status column shows:

• Requested, go to Step 3
• Online, go to Step 4

Select Search Request List from the left hand menu:

• the most recent request shows at the top
• the No. Online column shows that the item is available for viewing
• the No. Retrieving column shows that the item is still being retrieved. An estimated retrieval time shows in the Est. Time Online column

When No. Online says the item is available, select View Go to Step 4

To view:

• PDF copies of letters or electronic messages or details about them, go to Step 5
• multiple letters or electronic messages in a single PDF using the Merge PDF function, go to Step 6

Select XML to view the eXtensible Markup Language (XML) data for a letter or message.

Select Get Selected.

A summary page displays dialogue boxes for each letter or message selected. Each dialogue box shows these details:

To view the letter or message, including the History ID:

• select PDF. A message banner displays at the bottom of the screen
• select Open to launch Adobe Acrobat Reader. Use the page down arrow or scroll through each page

Printing instructions

To print the letter or message, select the Printer icon.

• Only letters or messages with a status of PR can be issued to customers, nominees or third parties.

To view multiple letters or electronic messages in a single PDF:

• select Merge PDF at the top of the page. A message banner displays at the bottom of the screen to choose Open, Save, or Cancel
• select Open to launch Adobe Acrobat Reader to view the letters and/or messages. Use the page down arrow or scroll through each page

From the Search Results screen, filter the number of merged items:

• select Enter Search Parameters on the right
• if required, select the Case Sensitive Search check box
• select the search type from the drop down list

Select Merge PDF to view documents matching the search criteria in the merged PDF document:

• to find words or phrases, use Advanced Search in the Edit menu in the PDF file

Printing instructions

To print the letters and/or messages, select the Printer icon.

• Only letters or messages with a status of PR can be issued to customers, nominees, or third parties

Open ACE and select Search from the left hand menu.

Use these fields:

• Organisation, select Centrelink
• Reference Type, select CRN (Customer Reference Number)
• Reference Number, key the customer's CRN
• Date range, key the relevant date range. This field is optional
• Media type, select Text. This field is optional
• Search Key 1, key ISIS or leave blank. This field is optional
• Search Key 2, key RCS to search for receipt number information. This field is optional
• Search Key 3, leave this field blank to search for Receipts

Select Submit or press [Enter].

Go to Step 2

This screen will display the following information to assist in identifying the correct result:

• the Name, Date of Birth and Gender of the customer
• Last accessed by (logon), including date and time
• whether it is a sensitive record (Yes or No)

The default view is 'Mainframe View' which displays the data in the same format as the screens in the legacy Centrelink Income Support Integrated System (ISIS).

Also available is 'XSCREEN' view, which displays data from the ISIS XP screens often used by Systems Help Desk staff.

Retrieving a receipt number:

To view a receipt number:

• select by either:
• using the check the box beside it. More than one can be selected. Or,
• Select All, or use the shortcut ALT+L
• at the bottom of the screen, select Get

If the Status is:

• Requested, go to Step 3

Note: Offline status will change to Requested

If the status was Offline, it will change to Requested.

A message will present.

'Your request for offline data is being processed. Go the Request List screen to monitor the status of your request'.

Open the Request List screen:

• From the left side menu, select the Request List
• The user's most recent request will be shown at the top
• The entry in the column No. Online identifies the number of items available for viewing
• It usually takes about 30 seconds
• Select View

Open ACE and select Search from the left hand menu.

Use these fields:

• Organisation field, select 'Centrelink'
• Reference Type field, select 'CRN' (Customer Reference Number)
• Reference Number field, key the 'CRN'
• Date Range field, key the relevant date range. This field is optional
• Media Type field, select 'WMA' from the drop down list. This field is optional
• Search Key 1 field, select 'IVR' from the drop down list. This field is optional
• Search Key 2 field, select 'REI' from the drop down list. This field is optional
• Search Key 3 field, select the IVR Name (for example, IVRBNE01) from the drop down list. This field is optional

Select Submit or press [Enter].

Go to Step 2

A successful search will produce a list of voice recordings which meet the search criteria.

Retrieving the REI recordings

To view voice recordings:

• Select the recording:
• Check the box beside it. More than one can be selected. Or,
• Select All, or use the shortcut ALT+L
• At the bottom of the screen, select Get

Note: Offline status will change to Requested

If the Status is:

• Requested, go to Step 3
• Online:
• the data can be viewed immediately
• go to Step 4

If the Status was Offline, it will change to Requested.

A message will present.

'Your request for offline data is being processed.’

Open the Request List screen:

• From the left side menu, select the Request List
• The most recent request will be shown at the top of the screen
• Select View

Has the recording been found?

• Yes, go to Step 5
• No, check known issues. Go to Step 4

Select from the following:

• There may not be a matching audio recording when:
• the customer has used the Report Employment Income (REI) Self Service application to report income, (Receipt History (RCS)/EANS/RPRH) and
• the channel shows as IVR on the Reporting History (RPRH) or Employment Income Summary (EANS) screens
• Missing recordings for Brisbane and Moorabbin - late 2003 to early 2004
• due to technical difficulties many recordings are not available for this period
• There are no recordings at Liverpool Smart centre before 21 June 2004
• Some call recordings are missing from ACE in the following locations/ date ranges due to technical or equipment availability issues:
• Brisbane QLD:
  20 October 2003 - 31 October 2005 – technical issues
  1 November 2005 – current date – REI customers
• Liverpool NSW
  22 June 2004 - 09 December 2005 – technical difficulties
  10 December – current date - REI customers
• Moorabbin VIC 01 October 2003 - 06 January 2006
  7 January 2006 – current date – REI customers

• In November 2007, some audio voice recordings were loaded twice for the same call
• Please disregard the duplicate archived audio voice recording files

Select the:

• voice recording file/s by ticking the box to the left of the file:
• this will bring up a page with each voice recording file listed as a button
• up to 1MB of voice recordings can be selected at a time
• Select button for the voice recording file to Save or Open the file

To listen to the file:

• Select Open and the file will open via Windows Media Player

To save the voice recording to the hard drive:

• Select Save and select a directory to save the file to

To return to the list of voice recordings on the Search Results page, press Back in the browser task bar.

Are there any technical issues with the recording:

• Yes, go to Step 6
• No, procedure ends here

Select from the following:

A small number of audio voice recording files dated before 2006 are affected.

The caller, however, would have been able to hear the IVR prompts clearly whilst making the call.

The IVR does not play the employer name back to the customer in some audio voice recording files.

The IVR does not play the fortnight end date back to the customer in some audio voice recording files.

AGOSP data may be conducted using either User ID or Session ID.

Select from the following:

Open ACE and select Keyword Search from the left-hand menu:

• Keyword Type field, select AGOSP Session ID
• Reference field, enter the session key:
• This will be a sequence of 20 characters (the last 20 characters of a full session key)
• If more than 20 characters are keyed, ACE will trim it to 20
• Select Submit or press [Enter]

This will return a list of Reference Numbers:

• Select the reference numbers to go to the Search screen
• Follow process to search using User ID

Open ACE and select Search from the left-hand menu.

• Organisation field, select Whole of Government
• Reference Type field, select User Identification (UID)
• Reference Number field, key the UID
• Search Key 1 field, select AGOSP
• Search Key 2 field, select AUDIT
• Search Key 3 field, select LOG
• Select Submit or press [Enter]

Go to Step 2

A successful search will produce a list of the found packet of archive information.

Note: AGOSP will be displayed in Search Criteria > Key 3 column if the customer has an Australian Government Online Services Point packet.

Retrieving the data

• Select the check box next to the desired record
• At the bottom of the screen, select Get

Note: Offline status will change to Requested

If the Status is:

• Offline, go to Step 3
• Online, go to Step 4

If the Status is Offline it will change to Requested.

A message will present.

'Your request for offline data is being processed. Go to the Request List screen to monitor the status of your request'.

Open the Request List screen:

• Select the Request List menu item on the left-hand side of the screen
• The most recent request will be shown at the top of the Request List screen
• the entry in the column No. Online advises when the data is available for viewing
• It takes approximately 30 seconds
• When the packet is Online:
• select View.
• Go to Step 4

Searched data is for Assistance for Isolated Children (AIC):

• The only view available for is the XSCREEN view
• It displays data in groups and fields

Displayed data is grouped according to the session keys for a user.

Select View.

To print, go to Step 5

If the Printer Icon is used to print, the whole page is automatically printed.

When printing from ACE:

• all the text from DOCs may not display
• some of the text may be missing on the right-hand side of the page
• archive records can be very large

To enable printing of selected pages:

• Go to the File menu
• Select Print Preview
• Select the desired Print range and press Print

To get optimal results when viewing screens with many columns:

• Set the browser view to Medium or Smaller:
• Go to the View menu
• Select Text Size
• Select Medium or Smaller

To make sure all text displays in the printed copy using portrait orientation

• Set the browser page margins to 10 millimetres:
• Go to File menu
• Open Page Setup
• Key 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