Cook Solutions Group

FAQs.

Does your video surveillance agreement include Window Patches and updates?

Our Premier Agreement includes an all-inclusive hardware and labor coverage with annual PM. Along with performing quarterly patches, updates on all devices, and full compliance protection.

How long do you store video?

On average we build a solution to store 90 days’ worth of video, but we can tailor the system to fit your needs.

Does CSG offer check automation, imaging and processing services for low costs?

Cook Solutions Group Conveyance provides the following check automation, imaging and processing as well as the following:

  • ATM | ITM Check Imaging
  • Customized x.937 content to fit your FI’s unique needs
  • XML Check Data File Transmission
  • Automated daily Check Imaging process
  • Reduce FTE through automation

What is an ITM?

An ITM typically stands for Interactive Teller Machine. Using 2-way video and audio a remote agent can control the machine and perform teller-based transactions.

Does an ITM require an integration with my core banking system?

NO! There are options that can still leverage all the benefits of talking with a teller and doing teller-based transactions without integrating with your core system.

How do I view my account for multiple sites as a Subscriber on MPower?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

To create a Subscriber Group please open a ticket with CSG support listing the accounts you wish to include in the group. You will then be provided a group name and passcode.

Why Cook Solutions Group?

It's in the name, Cook Solutions Group, we are a solutions company. With years of experience in many different facets of security, we have the expertise to work with your team to understand the issue and find for a solution suitable for your team.

How do I put an account on or off test as a Subscriber on MPower?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I login to view my account as a Subscriber?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view account information as a Subscriber on MPower?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view test results for multiple accounts as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view alarm history for multiple accounts as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view alarm history for an account as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I put an account on or off test as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view alarm test results as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I find an account as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I login as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I edit an existing account?

The “Edit Existing Accounts” menu will be allowed for two or three people per institution.  Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.


Why is my verbal passcode not working?

The verbal passcode to access an alarm account is an important security feature. If you give an incorrect passcode the operator will ask you to verify your code, possibly by spelling it out phonetically. If on the second attempt you give another incorrect code the call will be ended. For safety and security reasons the operator cannot say "that is not the correct code" nor can they give you clues to the correct code. When you call in or receive a call, you must have the correct passcode and/or account number.

What is the phone number to COPS Monitoring Station?

844-788-4903 is the Cook Solutions Group dedicated number for Security Partners/COPS monitoring

Why do I get transferred to COPS when I call the CSG monitoring phone number?

Update: This number has been fully transitioned to the new monitoring center!

This was a temporary condition and we expect our CSG Monitoring phone number (844-788-4903) to ring directly to the COPS central station shortly.

Why am I receiving text messages and phone calls for "trouble signals" like low battery?

Update: This issue has been resolved!

This was a default setting in the new alarm monitoring system that notified for low priority signals. We are working to get this disabled however increased notifications of low priority signals should be expected for the next few days. Thank you for your patience and understanding.

Did my account number change after the Migration?

No, your account number is the same however the receiver ID did change. If your previous account was CE-1234, your account number is 1234 and the receiver ID is CE. In the new system account CE-1234 is now S776-1234. Below you will see the conversion for the receiver ID or account prefix. You can also identify your account by using the physical address at the alarmed location.

CE=S776

CF=S778

L9=S906

DIP=S809

Why am I receiving robotic phone calls about alarm events?

Update: The IVR feature has been disabled for all accounts, you should no longer receive robotic calls.

This is a service called IVR and is used to streamline the alarm notification and response process. While we may offer this as a feature in the future, we expect these calls to stop shortly.

Where did the alarm portal go?

The new alarm portal is located at www.copsmonitoring.com.

Can I use the address at the alarmed location to identify my account?

Yes, you can! Since many addresses may contain multiple accounts it is always better to provide your full account number including the receiver ID and account number (example: S776-1234).

How do I get test history when calling in to place an account on test?

When you call the monitoring center to place your account on test, you can request that the operator send your test results via email when the test is concluded. The operator will ask for your email address or mobile number in order to send a download link for your test results report.

How do I edit Zone Descriptions or User Info in the Edit Existing Accounts menu?

Please watch this video first!

The “Edit Existing Accounts” menu will be allowed for two or three people per institution. Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I edit RP information in the Edit Existing Account menu?

Please watch this video first!

The “Edit Existing Accounts” menu will be allowed for two or three people per institution. Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I edit basic information in the Edit Existing Account menu?

Please watch this video first!

The “Edit Existing Accounts” menu will be allowed for two or three people per institution. Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

What ITM services does CSG offer?

ITM Windows 10 Remote Upgrades, ITM Implementation, ITM Vidyo support for on-prem and hosted and Hosted ITM servers.

What companies offer branch transformation and branch of the future?

Cook Solutions Group provides a full line of branch transformation and branches of the future including create your own branch.

Why choose a TCR?

Cash recycling can reduce cash replenishment costs, save transaction time and increase safety.

How can Smart Lockers help my business?

Lockers can be used for packages to be securely delivered without having to have personal available to accept the package. Lockers can be installed inside or outside your facility.

How does digital banking work?

Digital Banking provides satisfying, personalized digital interactions, expands the reach of your services and optimizes staffing.

Why buy currency counters?

Precise counterfeit detection, time saver, units have the ability to strap, count and separate notes to help with branch efficiency.

What is the difference between a counter and sorter?

Counters count a bundle of cash, no matter the denomination, as one sum. Sorters count and separate bills based off the denomination

Do currency discriminators detect fake bills?

Currency discriminators scan bills via CIS, UV, Magnetic and IR sensors to determine the authenticity of a bank note.

What is the benefit of RemoteView Cook Command Center?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What is the benefit of RemoteView Surveillance?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What services does CSG provide for TCRs?

Cook Solutions Group provides installation, conversion, and implementation of most Teller Cash Recycler (TCR) brands including Hyosung, ARCA, ATEC, Chima, NCR, Glory, and Diebold. CSG also provides 1st and 2nd line maintenance and service.

What is the frequency of your VS Audits?

Our Premier Agreement includes an all-inclusive hardware and labor coverage with annual PM. Along with proactive daily outage logs, we perform manual weekly camera and server audits.

What can an ITM do for my bank or credit union that I can’t do today?

Extend hours, expand into new markets at a cheaper price point, increase customer service, provide business continuity options, allow for access to more languages for your customers, drive market differentiation, the list is endless.

What Professional Services products does CSG offer?

ITM Implementation, Conveyance, and Soteria. Soteria is a service facilitating the integration of 3rd party access control and alarm systems with Cook Solutions Group’s Piko VMS and Cook’s Case Management.

Are ITMs Windows 10 compatible?

YES! ITMs are currently supported with Windows 10 and CSG’s PS teams can upgrade your ITM fleet remotely.

What kind of packages can the lockers accept?

Oversized packages, receipt name not listed, oversized packages, overflow of packages, refrigerated delivery and outbound shipments are all accepted.

What is digital banking?

Digital Customer Engagement platform offering mobile, web, and in-branch solutions to help financial institutions manage customer relationships in the digital world.

What managed services for ATM | ITM does CSG offer?

Cook Solutions Group's RemoteView line offers, Windows security patch management, hard drive encryption, anti-virus, hard drive back up, diagnostics and marketing screens. For additional products and information please visit: Security Modules Patch Management.

What is the benefit of Security and Patch Management?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What is the benefit of RemoteView Alarm?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

Does CSG offer financial institution equipment such as safes, vaults, night drops, and under counter steel?

Cook Solutions Group provides safes, vaults, night drop depositories, under counter steel, and all box drills. Combo changes, drillings for banks and credit unions. Servicing manufactures such as Hamilton, Gunnebo, Fortis, Fenco, and most major brands.

What are smart lockers?

Smart Lockers simplifies and automates package acceptance and delivery.

What are some heavy equipment and physical secuirty options CSG offers?

CSG has partnered with many different companies to offer UCS, Cash Lockers, Safes, Night Drops, ATMs/ITMs and Vaults.

What are night drops?

A night depository is a secured bank drop box where accountholders can deposit their daily cash, checks and credit card slips outside of normal banking hours.

What's the difference between a SSiQ, an INVR and a DVR?

In CSGs world we utilize SSiQ. What differentiates a SSiQ (Server Switch iQ) from a traditional server, INVR (Internal Network Video Recorder) or DVR (Digital Video Recorder) is a SSiQ has a built-in switch. The SSiQ partner we use has many additional hardening features built-in for extra security.

What cameras can I add to my surveillance system?

Piko can integrate with any ONVIF (Open Network Video Interface Forum) camera or any RTSP Stream (Real-Time Streaming Protocol).

What platforms will Piko work on?

Desktop, Web and Mobile Applications are all supported. Please visit our Piko page for a complete list of all platforms.

How secure is Piko?

Piko secures management traffic/data, Video from camera streams and User login authorization.

What differentiates Piko from other VMS platforms?

Cook Solutions provides the best video management software and surveillance system ever created. It's simple, secure, and open.

How many users can be supported on a specific group in PIKO VMS?

Up to 1000 users on a specific system, which are all included in your cost.

Can CSG assist or conduct financial institution branch or retail customer store crime risk assessments?

CSG can provide risk criteria and conduct risk assessments or assist customers in developing risk criteria and risk assessments, based their unique risk appetite.

Should risk assessments be completed for administrative facilities such as headquarters buildings, data centers, warehouse storage facilities, and cash vault or currency counting facilities?

Yes, risk assessments should be completed for administrative facilities and CSG can help with completing the task.  The risk level assigned to the  administrative facility should align with the level of access control video, and alarm protection.

Are risk assessments an effective method of countering the current trend of hook and chain attacks on ATMs and ITMs?

Yes, ATM risk assessments are critical for customer and member safety, while providing mitigating strategies for hook and chain and other attacks on ATMs and ITMs.  Once again CSG can help.

What does CSG recommend as the next step once risk assessments are completed?

CSG recommends developing security equipment standards for each risk level to achieve risk-based protection of our customer’s employees, facilities , and assets.

Crime history is an industry standard and crucial risk assessment criteria. What are the recommended methods of gathering crime history information?

Crime history information may be obtained via subscription services from companies such as CAP Index or open source information .

Are financial institutions required to complete risk assessments?

Bank Protection Act and NCUA security requirements do not specifically require risk assessments, but do require the financial institution to be aware of crimes against financial institutions in the area.  Gathering crime history and completing risk assessments are an excellent method of compliance with the Bank Protection Act and NCUA requirements.

Can you set schedules on your alarm system?

Yes, With DMP Virtual KeyPad you have the ability to create schedule for automated arming and disarming as well as setting holiday schedules.

Are there limitations to certain number of doors or readers needed?

No, from single door panels to multiple entrances being armed CSG tailors a solution to fit your preferences.

Does your alarm system offer Multi Factor Authentication?

Yes, within DMP VKP you have the ability to set up controls for MFA with a single click.

Does your alarm system allow you to create schedules?

Yes, within DMP VKP you can create holidays, weekends, and nightly schedules to arm and disarm your system.

What are some benefits to a VSaaS subscription model?

VSaaS stands for Video Surveillance as a Service and the reason you are seeing more and more companies move to this subscription based pricing is to bring additional savings and provide more flexibility to the customer.

Does CSG offer a mobile application for Alarm?

Yes, with DMP Virtual KeyPad you have instantaneous access at your fingertips to arm, disarm and add and remove users all from your mobile device.

Does CSG use mercury hardware?

Yes, CSG and their partners still utilize mercury hardware

How can I protect my ATM/ITM machines?

Windows 10 Patching, HD encryption, Fraud Detection and SAN. To see all of our protection products please visit: SecurityModules Patch Management | Cook Solutions Group

When it comes to access control what can Cook provide?

Cook Solutions Group provides installation, service, monitoring, maintenance and managed services for DMP alarm systems, Lenel OnGuard S2 access control and most major alarm and access control brands.

What is the benefit of RemoteView Access Control and Key Management?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

Does CSG offer security integration solutions and open APIs?

Yes, Cook Solutions Group offers the following security integration solutions with open APIs with the following:

• Alarm, Access Control & Emergency Intercom

• Key & Asset Management

• Video Surveillance

• Access Control

• Biometrics/ Facial Recognition

• Cybersecurity

• Radar Tracking, Drone & Perimeter Detection

• Turnstiles & Tailgating Detection

• Consulting, Design & Risk Assessment

When it comes to alarm what can Cook provide?

Cook Solutions Group provides installation, service, monitoring, maintenance and managed services for DMP alarm systems, Lenel OnGuard S2 access control and most major alarm and access control brands.

What managed services for TCRs does CSG offer?

Windows security patch management, hard drive encryption, anti-virus, hard drive back up and diagnostics. For additional products and information please visit: Security Modules Patch Management.

How can TCRs increase safety?

Cash automation lowers the amount of cash in the branch teller drawers, reducing risk.

Do you have a mobile access to your alarm system?

Yes, with DMP Virtual KeyPad you have instantaneous access at your fingertips to arm, disarm and add and remove users all from your mobile device.

What is the benefit of TCR?

Our RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

How can I protect my TCR?

Windows 10 Patching, HD encryption,Fraud Detection and SAN. To see all of our protection products please visit: Security Modules Patch Management.

What is the benefit of RemoteView ATM | ITM?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What can digital banking do for your financial institution?

With digital banking you can open new accounts and loans via video banking calls, which can be set up around your customers convenience.

What is the difference between cloud and hosted?

Hosted is an accessible server spun up for only your organization. Typically more expensive than a cloud environment and more timely to set up. Cloud is an accessible server previously existing reducing cost. Cloud-based systems reduce in-house management without compromising quality.


How does the ATM | ITM connect to RemoteView?

We install a small Windows-based agent on your ATM | ITM. The agent communicates Outbound only to the IP address & port specified.

Can I view all my ATMs | ITMs from one interface?

YES, our Command Center simplifies viewing all your locations and analyzing data—in aggregate or individually. For security purposes, you can designate which user has access to what data, and multi-factor authorization adds a PIN to enter before anyone can log in.

What sizes for currency counters does CSG offer?
  • One pocket without a reject pocket
  • One pocket with a separate reject pocket
  • Two pockets with a separate reject pocket
  • Three pockets without a reject pocket
  • Four pockets with a separate reject pocket
  • 4+2 pockets with strapper modules

What is Check Imaging and processing in banking?

Check Imaging converts paper based checks into an electronic digital transaction. This helps increasing financial institutions efficiencies while reducing operation costs.

What is a drive up pneumatic tube system in banking?

Pneumatic tubes are systems that propel cylindrical containers through networks of tubes by compressed air or by partial vacuum.

What is a Teller Cash Recycler (TCR) in banking?

It is a machine that reduces manual counting for tellers. It authenticates bank notes (cash) and can either securely store the cash, or dispenses the cash for tellers.

What is a currency cash counter in banking?

Makes counting and sorting money easier and quicker for the banking staff.

What is video surveillance system in banking?

Video surveillance provides remote eyes for individuals, allowing personnel with advance notice of breaches in security, including hostile and terrorist acts, and is a part of the plan to protect personnel and assets.

What is an alarm system in banking?

Is a system to detect intrusion such as unauthorized entry into a building or other areas.

What is an access control system in banking?

Access Control System determines who is allowed to enter or exit, where they are allowed to exit or enter, and when they are allowed to enter or exit.

What is access control in datacenters?

Access Control System determines who is allowed to enter or exit, where they are allowed to exit or enter, and when they are allowed to enter or exit.

What is managed services in banking?

Managed services are a way to offload general tasks to an expert, in order to reduce costs, improve service quality, or free internal teams to do work that's specific to your business.

What is ATM hard drive encryption in banking?

Hard Drive Encryption is a technology safeguarding information by transforming it into unreadable code which cannot easily be deciphered by unauthorized individuals. Cook Security group has the ability to encrypt individual files, folders, volumes or entire disks within a computer and is compatible with countless hard drive manufacturers.

What is ATM security patch management in banking?

Security patch management is the ongoing process of applying updates that help resolve code vulnerabilities or errors for applications across your system.


Why Cook Solutions Group?

It's in the name, Cook Solutions Group, we are a solutions company. With years of experience in many different facets of security, we have the expertise to work with your team to understand the issue and find for a solution suitable for your team.

What are some heavy equipment and physical secuirty options CSG offers?

CSG has partnered with many different companies to offer UCS, Cash Lockers, Safes, Night Drops, ATMs/ITMs and Vaults.

What are night drops?

A night depository is a secured bank drop box where accountholders can deposit their daily cash, checks and credit card slips outside of normal banking hours.

Does CSG offer security integration solutions and open APIs?

Yes, Cook Solutions Group offers the following security integration solutions with open APIs with the following:

• Alarm, Access Control & Emergency Intercom

• Key & Asset Management

• Video Surveillance

• Access Control

• Biometrics/ Facial Recognition

• Cybersecurity

• Radar Tracking, Drone & Perimeter Detection

• Turnstiles & Tailgating Detection

• Consulting, Design & Risk Assessment

Does CSG offer check automation, imaging and processing services for low costs?

Cook Solutions Group Conveyance provides the following check automation, imaging and processing as well as the following:

  • ATM | ITM Check Imaging
  • Customized x.937 content to fit your FI’s unique needs
  • XML Check Data File Transmission
  • Automated daily Check Imaging process
  • Reduce FTE through automation

What companies offer branch transformation and branch of the future?

Cook Solutions Group provides a full line of branch transformation and branches of the future including create your own branch.

Why choose a TCR?

Cash recycling can reduce cash replenishment costs, save transaction time and increase safety.

How can Smart Lockers help my business?

Lockers can be used for packages to be securely delivered without having to have personal available to accept the package. Lockers can be installed inside or outside your facility.

How does digital banking work?

Digital Banking provides satisfying, personalized digital interactions, expands the reach of your services and optimizes staffing.

Why buy currency counters?

Precise counterfeit detection, time saver, units have the ability to strap, count and separate notes to help with branch efficiency.

What is the difference between a counter and sorter?

Counters count a bundle of cash, no matter the denomination, as one sum. Sorters count and separate bills based off the denomination

Do currency discriminators detect fake bills?

Currency discriminators scan bills via CIS, UV, Magnetic and IR sensors to determine the authenticity of a bank note.

What services does CSG provide for TCRs?

Cook Solutions Group provides installation, conversion, and implementation of most Teller Cash Recycler (TCR) brands including Hyosung, ARCA, ATEC, Chima, NCR, Glory, and Diebold. CSG also provides 1st and 2nd line maintenance and service.

What kind of packages can the lockers accept?

Oversized packages, receipt name not listed, oversized packages, overflow of packages, refrigerated delivery and outbound shipments are all accepted.

What is digital banking?

Digital Customer Engagement platform offering mobile, web, and in-branch solutions to help financial institutions manage customer relationships in the digital world.

Does CSG offer financial institution equipment such as safes, vaults, night drops, and under counter steel?

Cook Solutions Group provides safes, vaults, night drop depositories, under counter steel, and all box drills. Combo changes, drillings for banks and credit unions. Servicing manufactures such as Hamilton, Gunnebo, Fortis, Fenco, and most major brands.

What are smart lockers?

Smart Lockers simplifies and automates package acceptance and delivery.

How can TCRs increase safety?

Cash automation lowers the amount of cash in the branch teller drawers, reducing risk.

What can digital banking do for your financial institution?

With digital banking you can open new accounts and loans via video banking calls, which can be set up around your customers convenience.

What is the difference between cloud and hosted?

Hosted is an accessible server spun up for only your organization. Typically more expensive than a cloud environment and more timely to set up. Cloud is an accessible server previously existing reducing cost. Cloud-based systems reduce in-house management without compromising quality.


What sizes for currency counters does CSG offer?
  • One pocket without a reject pocket
  • One pocket with a separate reject pocket
  • Two pockets with a separate reject pocket
  • Three pockets without a reject pocket
  • Four pockets with a separate reject pocket
  • 4+2 pockets with strapper modules

What is Check Imaging and processing in banking?

Check Imaging converts paper based checks into an electronic digital transaction. This helps increasing financial institutions efficiencies while reducing operation costs.

What is a drive up pneumatic tube system in banking?

Pneumatic tubes are systems that propel cylindrical containers through networks of tubes by compressed air or by partial vacuum.

What is a Teller Cash Recycler (TCR) in banking?

It is a machine that reduces manual counting for tellers. It authenticates bank notes (cash) and can either securely store the cash, or dispenses the cash for tellers.

What is a currency cash counter in banking?

Makes counting and sorting money easier and quicker for the banking staff.

What is managed services in banking?

Managed services are a way to offload general tasks to an expert, in order to reduce costs, improve service quality, or free internal teams to do work that's specific to your business.

What is ATM hard drive encryption in banking?

Hard Drive Encryption is a technology safeguarding information by transforming it into unreadable code which cannot easily be deciphered by unauthorized individuals. Cook Security group has the ability to encrypt individual files, folders, volumes or entire disks within a computer and is compatible with countless hard drive manufacturers.

What is ATM security patch management in banking?

Security patch management is the ongoing process of applying updates that help resolve code vulnerabilities or errors for applications across your system.


What is instant issuance in banking?

The credit or debit card is issued and activated on the spot and then can be used immediately.

What is a smart locker in banking?

Is a storage solution that has integrated technology built into it, allowing it to automate package delivery, notification, and distribution.

What are the system requirements for Conveyance?

Nothing! Cook Solutions Group takes care of all the hardware requirements. Learn more at https://www.conveyance.solutions/


What check processing companies is Conveyance compatible with?

Conveyance is compatible with all major check processing companies. Part of the personalized setup includes full compatibility with your ecosystem. Learn more at https://www.conveyance.solutions/

Where does Conveyance fit in my ecosystem?

Conveyance captures the image and associated data on the terminal and transmits that image and associated data to the FI’s image processor or review process. Learn more at https://www.conveyance.solutions/


What is Conveyance?

Conveyance is a check image capturing tool which enables check deposit abilities at ATMs | ITMs. As consumer experience gets better and better, the back-end continues to be difficult for your employees. Conveyance is here to improve operational efficiencies. Conveyance creates and transfer an x937 (FED file) for your imaging ATMs | ITMs. Learn more at https://www.conveyance.solutions/

Does your video surveillance agreement include Window Patches and updates?

Our Premier Agreement includes an all-inclusive hardware and labor coverage with annual PM. Along with performing quarterly patches, updates on all devices, and full compliance protection.

How long do you store video?

On average we build a solution to store 90 days’ worth of video, but we can tailor the system to fit your needs.

What is the benefit of RemoteView Cook Command Center?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What is the benefit of RemoteView Surveillance?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What is the frequency of your VS Audits?

Our Premier Agreement includes an all-inclusive hardware and labor coverage with annual PM. Along with proactive daily outage logs, we perform manual weekly camera and server audits.

What managed services for ATM | ITM does CSG offer?

Cook Solutions Group's RemoteView line offers, Windows security patch management, hard drive encryption, anti-virus, hard drive back up, diagnostics and marketing screens. For additional products and information please visit: Security Modules Patch Management.

What is the benefit of Security and Patch Management?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What is the benefit of RemoteView Alarm?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

Does your alarm system offer Multi Factor Authentication?

Yes, within DMP VKP you have the ability to set up controls for MFA with a single click.

Does your alarm system allow you to create schedules?

Yes, within DMP VKP you can create holidays, weekends, and nightly schedules to arm and disarm your system.

How can I protect my ATM/ITM machines?

Windows 10 Patching, HD encryption, Fraud Detection and SAN. To see all of our protection products please visit: SecurityModules Patch Management | Cook Solutions Group

What is the benefit of RemoteView Access Control and Key Management?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

What managed services for TCRs does CSG offer?

Windows security patch management, hard drive encryption, anti-virus, hard drive back up and diagnostics. For additional products and information please visit: Security Modules Patch Management.

What is the benefit of TCR?

Our RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

How can I protect my TCR?

Windows 10 Patching, HD encryption,Fraud Detection and SAN. To see all of our protection products please visit: Security Modules Patch Management.

What is the benefit of RemoteView ATM | ITM?

Cook Solutions Group’s RemoteView product line remotely delivers support and services while resolving over 63% of issues without a tech being dispatched.

How does the ATM | ITM connect to RemoteView?

We install a small Windows-based agent on your ATM | ITM. The agent communicates Outbound only to the IP address & port specified.

Can I view all my ATMs | ITMs from one interface?

YES, our Command Center simplifies viewing all your locations and analyzing data—in aggregate or individually. For security purposes, you can designate which user has access to what data, and multi-factor authorization adds a PIN to enter before anyone can log in.

What is an ITM?

An ITM typically stands for Interactive Teller Machine. Using 2-way video and audio a remote agent can control the machine and perform teller-based transactions.

Does an ITM require an integration with my core banking system?

NO! There are options that can still leverage all the benefits of talking with a teller and doing teller-based transactions without integrating with your core system.

What can an ITM do for my bank or credit union that I can’t do today?

Extend hours, expand into new markets at a cheaper price point, increase customer service, provide business continuity options, allow for access to more languages for your customers, drive market differentiation, the list is endless.

What ATM | ITMs does Conveyance support?

CSG supports most major manufacturers, NCR, Hyosung, Diebold. If you do not see your manufacturer, please contact us. Learn more at https://www.conveyance.solutions/

What ITM services does CSG offer?

ITM Windows 10 Remote Upgrades, ITM Implementation, ITM Vidyo support for on-prem and hosted and Hosted ITM servers.

What Professional Services products does CSG offer?

ITM Implementation, Conveyance, and Soteria. Soteria is a service facilitating the integration of 3rd party access control and alarm systems with Cook Solutions Group’s Piko VMS and Cook’s Case Management.

Are ITMs Windows 10 compatible?

YES! ITMs are currently supported with Windows 10 and CSG’s PS teams can upgrade your ITM fleet remotely.

How do I view my account for multiple sites as a Subscriber on MPower?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

To create a Subscriber Group please open a ticket with CSG support listing the accounts you wish to include in the group. You will then be provided a group name and passcode.

How do I put an account on or off test as a Subscriber on MPower?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I login to view my account as a Subscriber?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view account information as a Subscriber on MPower?

Branch level access will use a Subscriber login and is active by default. If you need to put an account on test from the portal please email RemoteView@cooksecuritygroup.com. Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view test results for multiple accounts as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view alarm history for multiple accounts as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view alarm history for an account as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I put an account on or off test as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I view alarm test results as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I find an account as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I login as a dealer on MPower?

Dealer logins will only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I edit an existing account?

The “Edit Existing Accounts” menu will be allowed for two or three people per institution.  Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.


Why is my verbal passcode not working?

The verbal passcode to access an alarm account is an important security feature. If you give an incorrect passcode the operator will ask you to verify your code, possibly by spelling it out phonetically. If on the second attempt you give another incorrect code the call will be ended. For safety and security reasons the operator cannot say "that is not the correct code" nor can they give you clues to the correct code. When you call in or receive a call, you must have the correct passcode and/or account number.

What is the phone number to COPS Monitoring Station?

844-788-4903 is the Cook Solutions Group dedicated number for Security Partners/COPS monitoring

Why do I get transferred to COPS when I call the CSG monitoring phone number?

Update: This number has been fully transitioned to the new monitoring center!

This was a temporary condition and we expect our CSG Monitoring phone number (844-788-4903) to ring directly to the COPS central station shortly.

Why am I receiving text messages and phone calls for "trouble signals" like low battery?

Update: This issue has been resolved!

This was a default setting in the new alarm monitoring system that notified for low priority signals. We are working to get this disabled however increased notifications of low priority signals should be expected for the next few days. Thank you for your patience and understanding.

Did my account number change after the Migration?

No, your account number is the same however the receiver ID did change. If your previous account was CE-1234, your account number is 1234 and the receiver ID is CE. In the new system account CE-1234 is now S776-1234. Below you will see the conversion for the receiver ID or account prefix. You can also identify your account by using the physical address at the alarmed location.

CE=S776

CF=S778

L9=S906

DIP=S809

Why am I receiving robotic phone calls about alarm events?

Update: The IVR feature has been disabled for all accounts, you should no longer receive robotic calls.

This is a service called IVR and is used to streamline the alarm notification and response process. While we may offer this as a feature in the future, we expect these calls to stop shortly.

Where did the alarm portal go?

The new alarm portal is located at www.copsmonitoring.com.

Can I use the address at the alarmed location to identify my account?

Yes, you can! Since many addresses may contain multiple accounts it is always better to provide your full account number including the receiver ID and account number (example: S776-1234).

How do I get test history when calling in to place an account on test?

When you call the monitoring center to place your account on test, you can request that the operator send your test results via email when the test is concluded. The operator will ask for your email address or mobile number in order to send a download link for your test results report.

How do I edit Zone Descriptions or User Info in the Edit Existing Accounts menu?

Please watch this video first!

The “Edit Existing Accounts” menu will be allowed for two or three people per institution. Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I edit RP information in the Edit Existing Account menu?

Please watch this video first!

The “Edit Existing Accounts” menu will be allowed for two or three people per institution. Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

How do I edit basic information in the Edit Existing Account menu?

Please watch this video first!

The “Edit Existing Accounts” menu will be allowed for two or three people per institution. Dealer logins should only be assigned to people in your organization that are approved to have administrator level access to all alarmed locations. Branch level access will use a Subscriber login. If you need a dealer login please email RemoteView@cooksecuritygroup.com.

What's the difference between a SSiQ, an INVR and a DVR?

In CSGs world we utilize SSiQ. What differentiates a SSiQ (Server Switch iQ) from a traditional server, INVR (Internal Network Video Recorder) or DVR (Digital Video Recorder) is a SSiQ has a built-in switch. The SSiQ partner we use has many additional hardening features built-in for extra security.

What cameras can I add to my surveillance system?

Piko can integrate with any ONVIF (Open Network Video Interface Forum) camera or any RTSP Stream (Real-Time Streaming Protocol).

What platforms will Piko work on?

Desktop, Web and Mobile Applications are all supported. Please visit our Piko page for a complete list of all platforms.

How secure is Piko?

Piko secures management traffic/data, Video from camera streams and User login authorization.

What differentiates Piko from other VMS platforms?

Cook Solutions provides the best video management software and surveillance system ever created. It's simple, secure, and open.

How many users can be supported on a specific group in PIKO VMS?

Up to 1000 users on a specific system, which are all included in your cost.

What are some benefits to a VSaaS subscription model?

VSaaS stands for Video Surveillance as a Service and the reason you are seeing more and more companies move to this subscription based pricing is to bring additional savings and provide more flexibility to the customer.

What is video surveillance system in banking?

Video surveillance provides remote eyes for individuals, allowing personnel with advance notice of breaches in security, including hostile and terrorist acts, and is a part of the plan to protect personnel and assets.

Can you set schedules on your alarm system?

Yes, With DMP Virtual KeyPad you have the ability to create schedule for automated arming and disarming as well as setting holiday schedules.

Does CSG offer a mobile application for Alarm?

Yes, with DMP Virtual KeyPad you have instantaneous access at your fingertips to arm, disarm and add and remove users all from your mobile device.

When it comes to alarm what can Cook provide?

Cook Solutions Group provides installation, service, monitoring, maintenance and managed services for DMP alarm systems, Lenel OnGuard S2 access control and most major alarm and access control brands.

Do you have a mobile access to your alarm system?

Yes, with DMP Virtual KeyPad you have instantaneous access at your fingertips to arm, disarm and add and remove users all from your mobile device.

What is an alarm system in banking?

Is a system to detect intrusion such as unauthorized entry into a building or other areas.

Can CSG assist or conduct financial institution branch or retail customer store crime risk assessments?

CSG can provide risk criteria and conduct risk assessments or assist customers in developing risk criteria and risk assessments, based their unique risk appetite.

Should risk assessments be completed for administrative facilities such as headquarters buildings, data centers, warehouse storage facilities, and cash vault or currency counting facilities?

Yes, risk assessments should be completed for administrative facilities and CSG can help with completing the task.  The risk level assigned to the  administrative facility should align with the level of access control video, and alarm protection.

Are risk assessments an effective method of countering the current trend of hook and chain attacks on ATMs and ITMs?

Yes, ATM risk assessments are critical for customer and member safety, while providing mitigating strategies for hook and chain and other attacks on ATMs and ITMs.  Once again CSG can help.

What does CSG recommend as the next step once risk assessments are completed?

CSG recommends developing security equipment standards for each risk level to achieve risk-based protection of our customer’s employees, facilities , and assets.

Crime history is an industry standard and crucial risk assessment criteria. What are the recommended methods of gathering crime history information?

Crime history information may be obtained via subscription services from companies such as CAP Index or open source information .

Are financial institutions required to complete risk assessments?

Bank Protection Act and NCUA security requirements do not specifically require risk assessments, but do require the financial institution to be aware of crimes against financial institutions in the area.  Gathering crime history and completing risk assessments are an excellent method of compliance with the Bank Protection Act and NCUA requirements.

Are there limitations to certain number of doors or readers needed?

No, from single door panels to multiple entrances being armed CSG tailors a solution to fit your preferences.

Does CSG use mercury hardware?

Yes, CSG and their partners still utilize mercury hardware

When it comes to access control what can Cook provide?

Cook Solutions Group provides installation, service, monitoring, maintenance and managed services for DMP alarm systems, Lenel OnGuard S2 access control and most major alarm and access control brands.

What is an access control system in banking?

Access Control System determines who is allowed to enter or exit, where they are allowed to exit or enter, and when they are allowed to enter or exit.

What is access control in datacenters?

Access Control System determines who is allowed to enter or exit, where they are allowed to exit or enter, and when they are allowed to enter or exit.