Scene 1: Claudia’s Office

Noemi and Gadier are talking about problems with the ATMs (card retention, no money).

Noemi: We tried to fix it here, but the problems are still happening. What do you think we
should do?

Gadier: Maybe we need help from outside. Should we call our old professor Emeraldo?

Noemi: Good idea. I will call him now.

Scene 2: Call with Emeraldo

Noemi: Hi, Teacher, it’s Noemi Vicente from class of 2014. I am working at a bank now, and
I am calling because we have big problems with our ATMs. Do you have any advice?

Emeraldo: Hi, Noemi, good to hear from you! Yes, PAJ Electronic Systems can help with
these problems: software, hardware, and security.

Gadier: Let me talk to him. Teacher, do you know protocols like ISO 8583?

Emeraldo: Yes, and they can check things remotely to find problems fast. I will give you the
contact of the manager.

Gadier: Thank you so much, Professor. Take care, this is very helpful.

Scene 3: Contact with PAJ Electronic Systems

In Noemi and Gadier’s office. Noemi is calling PAJ Electronic Systems.

Noemi: (dialing the number) I am going to call PAJ to see if we can meet them.

Paola (PAJ): Hello, good morning, PAJ Electronic Systems. How can I help you?

Noemi: Good morning, I am Noemi from Elo Bank. Our old teacher Emeraldo told us to call
you. We have big problems with our ATMs, like cards being stuck and no cash coming out.
We want to set up a meeting to talk about the problem.

Paola: Sure, Noemi, we can set up a meeting. What day and time is good for you?

Noemi: Can it be tomorrow in the morning? Between 9:00 and 10:00 AM is good for us.

Paola: Alright, I have time at 9:30 AM. Is that okay?

Noemi: Yes, 9:30 is perfect.

Paola: Great, we are set for tomorrow at 9:30 AM. Where is the meeting?

Noemi: The meeting will be at our office, 1122 San Nicolas Street.
Paola: Perfect, thank you very much.

Noemi: Thanks! We will wait for you.

The call ends.

Yendo a la oficina.

Adrian: Lets go to the meeting guys, we are late.

Caminando hacia el carro…

Dentro del carro…

Adrian: Put your seat belts on.

Paola: Javiel, Can you play music?

Javiel: Of course! Empieza a sonar la música…

Scene 4: At the Bank Office

Noemi: Good morning, thanks for coming so fast.

Adrian: Good morning, I’m Adrian and these are my colleagues Paola and Javiel. Thank
you for meeting with us so quickly. We know there are problems with the ATMs and we are
here to help fix them.

Gadier: Yes, some of our ATMs are having trouble with transactions. Sometimes they keep
customers’ cards, and sometimes they don’t give out cash.

Javier: That sounds bad. How long has this been happening?

Noemi: About two weeks. At first, it was just a few problems, but now it happens every day.

Paola: I understand. Our main goal is to find the problem and give you a full solution. Is
there a place where this happens more often?

Gadier: Mostly in the downtown branches. That is where we have the most complaints.

Paola: Do you have one of these ATMs here so we can check it?

Noemi: Yes, we have one here.

Adrian: We understand that these problems are making it hard for your customers, like
when the ATMs keep cards or have no money. We will check it and find out what is wrong.
We need two days to study the problem and come up with a plan. Then we will come back
with a detailed proposal.

Noemi: Sounds good. We will wait for your plan.

Scene 4: At PAJ Electronic Systems Office

Adrian: Perfect, we know what the problem is. Now we need to make a plan that not only
fixes the current problems but also prevents new ones. We have to make sure it doesn't
happen again. This is important to keep the ATMs working well.

Paola: Yes. From what they said, it looks like the problem is mostly in the downtown
branches. I think it might be a network issue with the ATMs.

Javier: Maybe, but I have also seen problems like this when the ATM software isn’t updated.

Paola: What do you think we should do?

Javier: I think we should check the software updates and do a check-up on the physical
parts of the ATMs.

Adrian: I like that idea. Also, I think we should check the security system. If someone is
getting into the network without permission, it could be affecting the ATMs. I also think its
important to check suspicious activity on the servers. This will help us find possible weak
points and improve security.

Paola: Perfect. I will make the plan. Javiel, you will do the technical checks on the ATMs.
Adrian, you can manage the security check and talk to the bank.

Adrian: Okay, I will write the first report and make sure we are ready for the branch visits.

Javiel: Let’s do it. In two days, we will have a solid plan.

Bye!!!

Conversation at the Office (NB)

Paola: Good morning, everyone, I brought coffee. How is everything going?

Javiel: Good morning, Paola. I almost finished the report and the presentation. Just need to
add some details. How about you, Adrian?

Adrian: Good morning team. I checked the security and I found some problems. These
problems need fixing soon to stop hackers from entering the system. I'm going to add the
explanation of what we need to do in the report and then I will set the meeting to show them
the problem and the solution.

Paola: Great! I finished the plan, but I need to check a few things before presenting.

Adrian: It looks like we are ready. We just need to set the meeting with the bank. Javiel, try
to finish today, and I will set the meeting this afternoon.

Paola: Then, we are ready?

Adrian: Hello Noemi, I’m Adrian from PAJ ELECTRONIC SYSTEMS. im calling you to tell
you that we found the problem and we are ready to present you the plan. When can you
come to our offices?

Noemi: Hello Adrian, of course! we can meet tomorrow at 2 pm.

Adrian Excellent, see you tomorrow.

cene 5: Presenting the Plan at the Bank

Noemi: Hi again. What have you found out about the problem?

Adrian: Good afternoon, Noemi, Gadier. After checking everything, we found problems with
the ATMs. We bring you a plan to solve them quickly.

Paola: First, we found that the ATMs with problems are in an area where the network
connection isn’t stable. This makes the communication between the ATM and the server fail,
causing errors.

Gadier: What can we do about that?

Javier: We recommend updating the network to make it more stable. Also, we will check the
internal parts of the ATMs.

Noemi: How long will it take to fix?

Adrian: We think it will take about a week to finish everything. But to make it easier for you,
we can do it step by step, starting with the branches that have the most problems.

Gadier: That sounds good. What else is in your plan?

Paola: We also included a security check to make sure no one is messing with the network.
This way, we not only fix the problem, but also prevent future attacks.

Noemi: Great. What will this cost?

Adrian: We made a budget for the updates, including the analysis, software improvement,
and repairs. This plan will fix the problems and make your customers happy.

Javier: We will give you a copy to look at.

Paola: Also, we will provide maintenance for the next six months.

Gadier: It looks like a good plan. We will check the budget, but we agree with your idea.

Noemi: Thank you for working so fast and professionally. We hope this will fix the ATM
problems.
Paola: Don’t worry, we will make sure of it. We will keep you updated on every step.