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  • 1. Currently our certificate rates are played in CU*Talk audio response as well as displayed in It's Me 247 online banking. Can we delete these rates only from audio response? Public
    Preview
    The following applies only to credit unions that have activated the Text-To-Speech (TTS) engine for CU*Talk Audio Response. You can use Tool #506 Member Rate Maintenance to control product rates read to members in CU*Talk Audio Response. But keep in mind that because you are using Text-To-Speech, changes made here directly affect the credit union website and It's Me 247 online banking as well. Once in the menu option, select shares or certificates. From the next rate menu you will see a   More...
  • 2. Why can't everything in CU*Talk be read in Spanish? Public
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    There are four ways that information is communicated to the caller in CU*Talk: Static Audio Prompts/Custom Prompts – these are the CU-defined welcome messages, hours and locations. (NO SPANISH OPTION CURRENTLY.) Text to Speech – a custom option for the credit union in which information is grabbed from CU*BASE and communicated via a text to speech program in CU*Talk. This can include the welcome message, hours and locations, and rate descriptions and their corresponding rates. (NO SPA  More...
  • 3. Are CU*TALK audio response and It's Me 247 online banking ever put into stand-in mode? Public
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    Yes, this occurs every night when we perform daily processing. During stand-in, all audio response features will continue to work as usual. However, there are a few special features in online banking that are not available during stand-in processing. See the link below for more details on services that are unavailable during stand-in.
  • 4. I have a member receiving an error message when trying to process a payment on their mortgage loan via CU*Talk. Why wouldn't they be able to process this payment? Public
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    Because of the complexity of messages that would be needed to handle mortgage payments via a voice response system, payments cannot be applied to 360 loans via CU*Talk audio response. Members will hear the following message if they attempt to transfer money to a 360 mortgage loan in CU*Talk audio response: A payment is not allowed at this time. Please contact the Credit Union for more information .
  • 5. Can you tell me the timeout values for CU*TALK? Public
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    The CU*TALK time-out values are 7 seconds across the board.
  • 6. Is CU*Talk able to read the really large balances that are now possible in CU*BASE account and transaction files? Public
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    No. CU*Talk includes a mechanism to intercept and automatically downsize the balance sizes to the maximum number of digits CU*Talk can handle and reformat the dates from the database before sending it on to CU*Talk to be relayed to the members. Amounts that too large will cause a generic message to be read to the member that the amount is currently not available. Our plan is to address that if and when we start seeing member balances and activity grow to the point that CU*Talk needs to be abl  More...
  • 7. I am interested in ordering some of your It's Me 247 home banking and CU*TALK audio response marketing brochures. How much do they cost and who will bill my credit union? Public
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    Marketing material lists and samples can be found at the Marketing Website: http://marketing.cuanswers.com/materials.php Click on the “Order material” button then fill in quantity, customized information, shipping instructions, etc.
  • 8. Can CU*Answers reset my employee ID password? Public
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    No, our CSRs will not reset the 2-digit CU*BASE Employee IDs for your staff. This must be done by an internal CU security officer. Use Tool #762 Reset Employee ID Password. It is important that credit unions insure proper training to their employees regarding the expiration of their CU*BASE Employee ID password. We deliver a warning message of expiration 7 business days prior to the staff member. If an expiration occurs, it is important someone at the credit union be available that has secu  More...
  • 9. For CU*Talk, where does caller information reside and how long does this information reside on third-party servers? Public
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    When a caller dials into CU*Talk, their phone number and all button presses are logged into the i3 call logs, which are retained on the system for 7 days. We also retain server backups for 21 days but this information NEVER leaves our four walls, so other than CU*Answers there is no third-party access to this data.
  • 10. Can I offer CU*Talk audio response services to my members who use "BizLink 247" business online banking? Public
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    No. At the current time CU*Talk phone banking is not available for BizLink 247 (formerly known as It's My Biz 247 ) accounts.
  • 11. How many credit union clients does CU*Answers have? Public
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    As of June 2021, CU*Answers and its cuasterisk.com network partners provide services to 347 credit unions in 42 states, representing 2.49 million members.
  • 12. Can I have CU*BASE default the applicable delinquent fine code into that field when I am building a new loan request? Public
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    Yes. There is an Amortization Default option available in each of your Loan Product Code configurations which allows credit unions to default amortization criteria such as: Delinquency Fine Code, Rate, Payment Frequency, # of Payments etc. The system will then default this value into the applicable fields when creating a new loan request. These defaults are intended to provide consistency for all new loan requests, but can be changed/edited during the loan request process if necessary.
  • 13. Why does CU*Answers charge a monthly fee for running service charge programs we configure ourselves in CU*BASE? Public
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    There are two primary reasons we charge this fee: Our belief that we should do our best to keep our fees down when credit unions do not earn. This is why, for example, It's Me 247 Mobile Web is offered free to our credit unions. It's also behind our constant pressure to reduce fees where CUs have no basis or belief they can charge for a defensive, relationship service. Charging for these services in this manner fund other areas where the direct expenses cannot easily be identified wi  More...
  • 14. Why does CU*BASE show delinquency in two different ways? In some places it is months/days and others it is actual number of days. Public
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    There are two methods used to track delinquent loans for reporting purposes in CU*BASE: Method One (for Collections tracking) We have always tracked delinquency in two separate fields for “Months” and ‘Days” in the member files. When a loan is 30 days delinquent, it shows as “0 Months, 30 Days” delinquent. When a loan is 31 days delinquent, it is “1 Month, 0 Days” delinquent. A month is always considered 30 days regardless of the actual number o  More...
  • 15. How can I contact CU*Answers for CU*BASE software or Technical Support? Public
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    ​ For General Support and CU*BASE Assistance: Use the AnswerBook to submit a question to the Client Services and Education team. You can access the AnswerBook via a CU*BASE session by selecting the @ symbol and asking a question, or by logging in and asking a question. You can also call 616-285-5711 or 800-327-3478 and follow the menu prompts to reach a representative. For Technical Support: Use the ConnectWise ticketing system to submit a question to the Network Services team. ConnectWise   More...
  • 16. Can CU*Answers assist us in answering examiner questions about our risk assessment and how it applies to Audio Banking and Online Banking? Public
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    Of course we are always happy to assist you in explaining system features to your auditors and examiners. We will be glad to talk directly to your examiner to explain not only how the tools and security features work, but also the strategic ideas behind why things work they way they do and the direction in which we are heading. Please contact a CSR or our CEO directly if you need help working with your examiners.
  • 17. Does CU*BASE offer a budget tool? Public
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    Yes. The CU*BASE Budget tool is designed to set the base budget by using the historical record-keeping features of its General Ledger. Through the comparison of historical budgets and actual financial activity, CU*BASE can project a detailed budget in a single pass. Once your Budget is created, you can then use the Finanical Report Configuration to bring in your budget totals to perform your analysis.
  • 18. What Education does CU* Answers offer? Public
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    CU*Answers strives to accommodate our clients by offering training in many different formats, from full classroom offerings (see the current CU*Answers University Catalog) to online learning and web conference sessions. We also offer individual training sessions, and workshops which can be held either at a credit union site, or here at CU*Answers. For credit union staff to train internally, we offer our web-based online courses as well as hands-on learning using a pretend CU*BASE credit uni  More...
  • 19. Does CU*BASE support Risked Based Lending strategies? Public
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    Yes, CU*BASE supports risk based lending. CU*BASE provides tools for pricing loans as based upon the Credit Score/ Paper Grade received. A credit union should check with its applicable credit bureau(s) for Decisioning Products available to facilitate this process.
  • 20. I understand CU*Answers is in the process of updating its current SSL certificate to industry standards, and this requires each computer that is being used for CU*BASE printing to be have a file updated. What do I need to do? Public
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    These files should automatically be placed into the correct spots to ensure that Iaccess continues to work without any problems. If you want to verify that you have received this file you can follow these few steps: Open My computer Navigate to c:\users\public\documents\ibm\client access\ Verify the current file size of “cwbssldf.kdb” If this file size is 30kb then everything worked correctly and you don’t have to do anything else. If this file size is different follow steps   More...
  • 21. How do I download a report from CU*Spy into an Excel spreadsheet? Public
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    Access CU*Spy as usual. Enter the report name and the date span in the search fields. Click on Search. When the report has loaded, put a checkmark in the box next to the report(s) and click on the Combine and Print printer icon at the top of the list. (Leave the default of.TXT). The report will now load in a new browser window. Click on the File and Save As in the upper left hand corner of the browser page with the report displayed. (If you don't see File, press and release the Alt key to d  More...
  • 22. When does CU*Answers receive the ACH files that are available throughout the day? Public
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    The FRB produces five sets of files each business day on weekdays, Monday through Friday, except for Federal Holidays. CU*Answers posts the files as follows: CU*Answers receives the first set of files overnight and posts them by 8:30 AM ET. CU*Answers receives the second set of files by noon and posts by 1:00 PM ET. Same-day credits must be posted with this file. CU*Answers receives the third set of files by 4:00 PM ET and posts by 5:00 PM ET. Same-day credits must be posted with this file. C  More...
  • 23. What are the password requirements for the CU*Answers iDOC Vault? Public
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    Passwords for the CU*Answers hosted iDOC Vault must meet the following: Minimum of 7 characters At least 1 lowercase character At least 1 uppercase character At least 1 number No special characters allowed
  • 24. What browsers does CU*Spy support for member eStatements? Public
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    CU*Spy supports current versions of IE , Firefox and Chrome. Safari is not officially supported but typically works. Usually if Safari has issues, in our experience, it is with displaying PDFs. Should this occur, this issue is outside of the CU*Spy web application and exists between the browser and it's ability to display PDFs and therefore we have no ability to correct this situation.
  • 25. What is the best way to set up a trust account on CU*BASE? Public
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    Trust accounts can be set up as either individual or organizational depending on the legal nature of the trust. Following are recommendations for handling situations when a member wants to set up a membership where the primary member and the first joint owner are, in essence, the same person. This happens most often for trust accounts. Currently in CU*BASE there are two ways to handle trusts: For trusts that use a person’s SSN (where you do not have a separate TIN for the trust), set up th  More...