JP2010152861A - Transaction support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a transaction support method for supporting input when a user has trouble performing the input in a transaction terminal such as an ATM. <P>SOLUTION: An input condition of the transaction terminal 40 is monitored through an ad-hoc cooperation server 20, and bank staff requests takeover to take over the input of information for transaction, whereby subsequent information after input in the transaction terminal 40 can be input in a bank staff terminal 30. At that time, existing input information input so far in the transaction terminal 40 is displayed on the bank staff terminal 30. Further, data input in the bank staff terminal 30 can be confirmed in the transaction terminal 40. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a technique for supporting input related to a transaction when a user uses a transaction terminal for transaction. Among them, the present invention relates to a technology for supporting input to a financial transaction terminal such as an ATM installed in a so-called sales office.

  Conventionally, in transaction data input, a so-called counter is used to listen to transaction details from a customer, or to read transaction details written on a sheet by a customer, and a bank clerk inputs transaction details to a terminal called a teller terminal. It was made. As an example, Patent Document 1 is proposed. That is, in Patent Document 1, in order to avoid the operation by the customer, the clerk listens to the transaction content from the customer, inputs this to the terminal, enables the customer to confirm the input data, and is another clerk in charge of approval. The user inputs information confirming the input data on behalf of the customer. This allows transaction processing without customer input.

  However, as ATMs and the like are now widely used, customers have become accustomed to operating the terminal to some extent, so that the system can be operated without the customer inputting anything as in Patent Document 1. On the other hand, if it is made like patent document 1, the problem that a labor-saving of an employee cannot be achieved remains. However, it is not always possible for a customer to input all data necessary for a transaction by himself. For this reason, in a normal sales store, a bank employee waits beside an ATM or the like and answers a question.

  For this reason, it is conceivable that a bank clerk assists input using another terminal. That is, when the customer takes time to input to the transaction terminal, it is conceivable to take over the input at the bank terminal. Although not limited to transactions, Patent Document 2 describes a technique for taking over processing at one terminal with another terminal. Japanese Patent Laid-Open No. 2004-228561 targets business at an operator terminal in a call center. Japanese Patent Laid-Open No. 2004-228561 is for realizing what is conventionally processed for a customer by telephone transfer also at an operator terminal. For this reason, in Patent Document 2, when there is a transfer request, search for an available terminal among the operator terminals, and transfer the process of the transfer source while maintaining the continuity of the progress status recorded in the process database. It has been handed over.

JP-A-62-184569 JP 2002-247204 A

  Here, in a transaction terminal, the screen is often changed to prompt input. For example, in many cases, the type of transaction is selected on the first screen, the screen is shifted to the next screen after selection, the amount is input, the screen is further shifted to the next screen after the input, and the transfer destination is designated. In such a transaction terminal, when the technology of Patent Document 2 is applied, it is difficult to confirm how far the input has been completed and whether there is a problem with the data input so far. That is, in the technique of Patent Document 2, as described in paragraph 0013, there is only a description of “so that the continuity of the process can be maintained and the process can be continued from the continuation of the process number”. Is displayed. For example, when the customer is input up to the transaction type, an amount input screen is suddenly displayed. In this case, the bank clerk cannot know the details of the transaction and cannot take over (represent) the input (processing). Therefore, there arises a problem that it becomes very difficult to support a transaction for a customer. In the first place, in Patent Document 2, only takeover between operator terminals in a call center is considered, and there is no idea itself that an input at a transaction terminal is taken over by a bank terminal. In addition, takeover was started by a trigger from a requester requesting takeover, and the ability to receive the takeover was not considered.

  Therefore, in the present invention, the employee terminal takes over the input of the transaction terminal. Further, the present invention includes taking over a configuration in response to a request (trigger) from a clerk terminal (that is, a takeover side).

  Furthermore, the present invention includes a configuration in which, when taking over, the already input information that has been input at the transaction terminal so far is displayed on the bank terminal (that is, the takeover side). In this case, displaying the already input information on one screen of the attendance terminal is included. According to this aspect, the bank clerk can read the information input so far and can easily grasp the entire transaction.

  Further, the present invention includes that the server device detects an input state to the transaction terminal and displays it on the attendance terminal.

As a more detailed aspect, the following configurations are included in the present invention.
A transaction terminal used by a user who desires a transaction, a clerk terminal used by a clerk related to the transaction, and a server device for performing transaction processing according to operations on the transaction terminal and the clerk terminal, In the transaction support method using the server device that controls the processing of the transaction terminal and the employee terminal,
According to the control of the server device,
The transaction terminal
In accordance with control from the server device according to the user's operation, each of a plurality of input screens having one or more input areas that accept input of information related to the transaction is changed according to the operation of the user. Display
The attendance terminal is
The operation status for the transaction terminal is displayed via the server device,
Information indicating that the input to the transaction terminal is performed on behalf of the employee terminal input from the employee according to the display is transmitted to the server device,
The transaction terminal
Displays that proxy input is being performed,
Deter input from the user,
The attendance terminal is
Display already entered information indicating information related to the transaction input before the proxy input in the transaction terminal,
According to the operation of the clerk, corresponding to the plurality of input screens, displaying a proxy input screen for performing the proxy input,
Sending information indicating the end of the substitution input input from the clerk to the server device,
The transaction terminal
Information related to transactions including information input by proxy is displayed.

  In the present invention, the server device further detects, in the transaction terminal, which input screen of the plurality of input screens has transitioned, and receives information indicating that the input is performed from the attendant terminal. In this case, the proxy screen includes an input area that specifies an input area related to the detected input screen as an input area for starting the proxy input.

  Further, in the present invention, when the server device receives information indicating that an input is to be substituted from the staff terminal, an input corresponding to an input portion corresponding to the detected input screen among the proxy input screens What specifies an area as an input area which starts the said substitute input is also contained. Still further, according to the present invention, when information is input to each input area of the input screen last displayed on the transaction terminal (1) at the transaction terminal, the server device immediately after the last displayed input screen is displayed. The input area corresponding to the input screen is identified as the input area for starting the proxy input. (2) In the input area of the input screen displayed last on the transaction terminal, if there is an uninput area, An input area corresponding to the input screen displayed last is specified as an input area for starting the proxy input.

  Furthermore, in these, the server device includes displaying the proxy input screen on the staff terminal by distinguishing the input area for starting the proxy input from other input areas.

  Furthermore, the present invention includes that the employee terminal displays the already-input information on one screen according to the control of the server device.

  In the present invention, in addition to the above-described transaction support method, a transaction support system that realizes this, and a program that causes each device and computer constituting the transaction support system to function are included.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to implement | achieve the proxy input to a user more easily regarding the input regarding transaction.

The system block diagram in one Embodiment of this invention. The flowchart which shows the session management process of the staff terminal 30 in one Embodiment of this invention. The figure which shows the employee attribute definition 22 in one Embodiment of this invention. The figure which shows the attendant terminal state management list 24 in one Embodiment of this invention. The flowchart which shows the process of the session management of the transaction terminal 40 in one Embodiment of this invention. The figure which shows the transaction terminal state management list | wrist 23 in one Embodiment of this invention. The flowchart which shows the attendant terminal notification process (1st example) in one Embodiment of this invention. The flowchart which shows the process (acceptance of proxy input request) of the proxy input function in one Embodiment of this invention. The flowchart which shows the process (substitute input completion) of the substitute input function in one Embodiment of this invention. The figure which shows the work screen 31 (the 1: list display screen) in one Embodiment of this invention. The figure which shows the operation | work screen 31 (the 2: substitute input screen) in one Embodiment of this invention. The figure which shows the transaction screen 41 (the 1: transfer amount input screen) in one Embodiment of this invention. The figure which shows the transaction screen 41 (the 2: transfer destination bank selection screen) in one Embodiment of this invention. The figure which shows the transaction screen 41 (the 3: transfer destination branch name selection screen) in one Embodiment of this invention. The flowchart which shows the attendant terminal notification process (2nd example) in one Embodiment of this invention.

  Hereinafter, an embodiment of the present invention will be described with reference to the drawings, taking as an example a case where the embodiment is developed in a bank branch.

  FIG. 1 is a system configuration diagram of this embodiment. A business application server 10 and an ad hoc linkage server 20 installed for each of a plurality of sales offices or banks are connected to each other. And the ad hoc cooperation server 20 is connected with the transaction terminal 40 which users (customers), such as the bank terminal 30 and ATM, which the bank employee of a sales shop uses for a transaction. Then, in accordance with the business application 11 and the screen content 12 of the business application server 10 and the ad hoc cooperation server 20 mediates those processes and defines other processes, the staff terminal 30 and the transaction terminal 40 process the transactions. Is executed. Here, in the ad hoc cooperation server 20, the ad hoc cooperation function 21 implement | achieves that the attendant terminal in this embodiment takes over the input of a transaction terminal. Although details will be described later, it executes a clerk notice 211, a proxy input 212, a clerk terminal session management 213, and a transaction terminal session management 214, which indicate programs stored in the storage medium of the ad hoc cooperation server 20. Is. Of course, the ad hoc linkage function 21 is a program. In accordance with these programs, the ad hoc collaboration server 20 causes each terminal to execute processing at the employee terminal 30 and the transaction terminal 40 according to the business application server 10. Note that only one employee terminal 30 and one transaction terminal 40 are shown, but there may be a plurality of them in the sales office. In particular, a plurality of transaction terminals 40 are often provided. Each device is realized as a so-called information processing device, and each processing is realized by a processing device (unit) calculating in accordance with a program or a command from another device.

  Thereafter, when the user inputs the transaction type or amount of the desired transaction on the transaction terminal 40 using the system described above, if the input is delayed due to an unknown input method or the like, the employee terminal 30 However, a description will be given of a process of taking over the process after the delay in cooperation with the ad hoc cooperation server 20 or the business application server 10.

  First, the clerk terminal session management, which should be called the preparation stage of the takeover process, will be described with reference to FIG. When this process is completed, it is a process for performing cooperation with the ad hoc cooperation server 20 so that various business processes can be performed in addition to the takeover process, that is, a start-up process in a computer. First, the ad hoc cooperation server 20 performs the following processing according to the clerk terminal session management 20.

  In step 101, employee login data is received from the employee terminal 30. In other words, the clerk terminal 30 receives clerk login data including a clerk ID and a password for identifying the clerk entered by the clerk through an input device such as a keyboard of the clerk terminal 30. At this time, a terminal ID stored in the employee terminal 30 and an affiliated store number for identifying the affiliated store may be included in the employee login data.

  In step 102, authentication processing is performed on the transmitted employee login data. That is, the transmitted employee login data is authenticated using the employee attribute definition 22 in which the employee ID shown in FIG. 3 is associated with the password. More specifically, a clerk ID that matches the clerk ID of the clerk login data is searched from the clerk attribute definition 22. Authentication is performed based on whether the password corresponding to the matching employee ID matches the password included in the employee login data. If the authentication is not possible, the clerk terminal session management process is terminated as it is (may be output as an error). If authentication is possible, the process proceeds to step 103. In addition, the employee attribute definition 22 in the present embodiment and the like stores the available work list in association with the employee ID and password. This indicates a work name that is defined in advance according to the contents of the work that can be executed by the employee (can be taken over). Since the work that can be performed often differs depending on the skill of the employee, this information is held in this embodiment. In addition, when each employee can perform the same job, it is not necessary to have each employee ID, and it is possible to hold a uniform work (list) that can be handled, or even if such information is not held. Good.

  Next, in step 103, the logged-in terminal and the data of the crew are added (recorded) to the crew terminal status management list 24 shown in FIG. That is, the employee ID, the affiliated store number, and the terminal ID included in the employee login data are recorded in the corresponding locations. In addition, since there is no transaction terminal that has just logged in and “handling transaction terminal ID” in the employee terminal state management list 24, information indicating “none” is recorded. Moreover, although not shown in figure, in the clerk attribute definition 22, you may record the information which shows logged-in about the record of the logged-in clerk. Using this, the employee (or employee terminal), which will be described later, determines whether the requested process can be taken over.

In the present embodiment, the data is stored in the staff terminal status management list 24, but may be realized as a staff management attribute definition 22 and one management table. It may be controlled to provide an item (column) of “possible work list”.
This is the end of the description of the process for managing the attendant terminal session. As a result, a premise (preparation) for taking over is made at the clerk terminal 30. In other words, the takeover process can be performed at the clerk terminal that has completed this process.

  Next, referring to FIG. 5, when the transaction terminal is performing various processes (payment, etc.), if it is necessary to take over to the employee terminal 3, the ad hoc collaboration server 20 is linked to the transaction terminal in order to perform ad hoc collaboration. The transaction terminal session management process performed by the server 20 will be described. The ad hoc collaboration server 20 executes the following steps according to the transaction session management 214.

  First. In step 201, input data is received (accepted) from transaction terminal 40. This is based on the premise that the following processing is executed when the user is performing a transaction process (inserting a card, inputting an amount, etc.) at the transaction terminal 40.

  First, when the input is started, the transaction terminal ID for identifying the transaction terminal held by the transaction terminal 40, the affiliated store number where the transaction terminal 40 is installed, the clerk call information, and the user's input to the transaction terminal 40 are followed. A transaction name and a list of data under transaction are received from the transaction terminal 40. Moreover, the screen name displayed according to a user's operation to the transaction terminal 40 is transmitted from the transaction terminal 40 and received.

Here, the list of data in transaction includes each item (name) = key and its value for the code and amount of the bank to be transferred, making it possible to search for a data item in a transaction. Contains information. In addition, a user ID (such as an account number of a card used for a transaction) that identifies the user who set the data item is stored in combination. With respect to these, this key, value, and user ID set is stored in a memory, and, for example, in the case of a cash transaction, has the following configuration (the following is described in the order of key = value, user ID). ).
Bank transfer = 01010,1001
Bank number = 123,1001
Transfer amount = 20000, AAA
If the user ID cannot be specified because the card is not used, the transaction terminal ID is used. In addition, clerk call information indicates a condition that triggers a call to a clerk, and is defined in the business content in advance at the timing of the screen transition from the transaction terminal or the “call clerk call” button on the screen. The transaction terminal 40 holds the work name and the work name associated with the “call employee” button. For example, “confirm identity” from the business flow (in the user's operation), “operation help” from pressing the clerk call button, “high handling” from transactions with an amount of 2 million yen or more are included. An example is shown in FIG. Transactions in this embodiment are exemplified by data of transaction terminal ID = 1001 in FIG. Here, since the transaction name = “cash transfer”, there are five items of data in transaction depending on the designation of business contents. That is, “transfer bank”, “transfer store number”, “transfer account number”, “transfer amount”, and “transfer holder” in the “in-transaction data list”. Among these, FIG. 6 shows a state where the above data has been input up to the transfer bank to the transfer amount. That is, the user has not entered “transfer account holder”. Since the transaction is a cash transaction and the customer is not specified, the transaction terminal ID (“1001”) is designated as the “input person ID” of each item of the input data. Since the transfer amount is “100,000 yen or more”, it is indicated in the “caller information” that the identity verification is necessary. In the business content, describe a setting of “designate identity verification for employee call information if 100,000 or more”. As a result, at the stage of transition to the “transfer amount confirmation” screen, the transaction screen of the transaction terminal sets “identification confirmation” in the “caller call information” as input data to the transaction terminal session management function.

  Next, the process proceeds to step 203, and the staff notification 211 is notified of the staff notification request data (including transaction terminal ID, affiliated store number, staff call information, and attendant ID) as arguments. The details will be described later with reference to FIG. 7, but the outline is as follows. That is, corresponding to the progress of the transaction indicated by the input data transmitted from the transaction terminal 40, the information indicating it is sent to the clerk terminal used by the clerk who can handle the processing contents of the transaction terminal 40 (see FIG. 3) and display the employee attribute definition 3 and the employee terminal state management list 24 of FIG. That is, the transaction status at the transaction terminal 40 is sequentially displayed on the clerk terminal 30 on the condition that the transaction is changed (every time the transaction screen is changed, an input is made, etc.).

  In step 204, if it is a situation for transition to the next screen, the business application server 10 uses the business application 11 to request the next screen data of the screen content 12, and receives this to display the next screen. get.

  In step 205, the acquired next screen data is displayed on the transaction terminal 40. Here, when a screen is displayed on a transaction terminal, if there is a data item that has already been entered as “in-transaction data” in the transaction terminal state management list among the data items displayed on that screen, that value is the default value. Are displayed on the work screen 31 in a state of being embedded in the screen. Here, a list of information on a plurality of transaction terminals is displayed on the business screen 31. At this time, information on each transaction terminal may be displayed on one screen of the business screen 31 (for example, FIG. 10), or may be spread over two screens or more.

  In addition, if the “input person ID” for which the value is input is other than the customer (when the employee inputs the substitute, the input person ID becomes the employee ID), the mark input by the employee is also displayed.

Next, details of step 203 will be described with reference to FIG.
First, in step 301, the above-mentioned “personnel notification request data” is sequentially received from the transaction terminal 40.

  Next, in step 302, a staff terminal corresponding to the received staff notification request data, that is, a notification destination is specified from the staff status management list 24 (and staff attribute definition 22). More specifically, a clerk terminal (terminal ID) that is the same as the transmitted store number and that has no customer currently serving ("Now dealing terminal ID" in the clerk terminal status management list) is "None". It is specified from the employee terminal state management 24. The employee attribute definition 22 may be used in combination. The content of the combination specifies a crew ID corresponding to each terminal ID identified from the staff terminal state management 24. Then, using the specified employee ID as a key, the employee terminal that can handle the work related to the employee notification request data is selected from the available work list indicated by the employee attribute definition 22.

  In step 303, the state of the transaction terminal to be notified to the employee terminal specified and selected in step 302 is specified. That is, of the data of the transaction terminal state management list 23, the transaction terminal ID, the affiliated store number, the transaction name, and the screen name (this is the one acquired in step 201) for the transaction terminal ID information included in the employee notification request data, Specify the use start time.

  In step 304, these pieces of information are transmitted to the employee terminal 30 to enable display in step 205. This is the end of the explanation of the employee notice 211, that is, the detailed processing of step 203. Up to this point, various cooperation (premise) processes for taking over have been performed.

  Then, the process of the ad hoc cooperation server 20 about takeover = substitute input is demonstrated using FIG. 8, 9 next. First, reception of the proxy input 212 will be described with reference to FIG.

  First, as a premise, list information indicating the status displayed in step 304 is displayed on the employee terminal 30.

  In step 401, if the clerk terminal 30 receives a request for substitution input specifying one transaction terminal from the list information from the clerk, the fact, the clerk ID of the clerk and the designated transaction terminal are received from the clerk terminal 30. The proxy input request including the transaction terminal ID is received.

  Next, in step 402, the clerk attribute definition 22 is searched using the sent clerk ID as a key to obtain a clerk's available work list.

  In step 403, the transaction terminal state management list 23 is searched using the transmitted transaction terminal ID as a key, and the state of the transaction terminal is specified. For this, the information acquired in step 303 may be substituted.

  In step 404, it is determined whether or not the agent terminal 30 can take over the transaction terminal 40 at the employee terminal 30. Specifically, the contents of the available work list specified in step 402 are determined based on whether the work of the clerk call information in the transaction terminal state management list is included. In addition, in the case where the process using the employee attribute definition 22 is performed in step 302, it is possible to omit the determination of whether it is included in the available work list among the processes in steps 402 to 404. As a result, when it is determined that the proxy is not possible, the proxy input request process is terminated. If it is determined that it is possible, the process proceeds to step 405.

  In step 405, a suppression process is executed so that no further input can be made at transaction terminal 40. This may be performed on the transaction terminal 40 by ignoring the input, or by stopping the screen display or displaying another screen, thereby eliminating the input area.

  Next, in step 406, the corresponding employee ID is recorded in the corresponding employee item (not shown) of the transaction terminal state management list 23.

  In step 407, the transaction data list and the screen name are acquired from the transaction terminal state management list 23. For this, the information acquired in step 303 or step 403 may be substituted.

  Next, in step 408, the data stored as the screen content 12 of the business application server 10 and acquired in step 407 is acquired. Then, the values included in the transaction data list are embedded on the display screen and displayed on the employee terminal 30.

  Here, the proxy input screen is not displayed like the screen of the transaction terminal 40 (including a different transition or a single screen). For this reason, when displaying the proxy input screen in this step, the input area corresponding to the acquired screen name (in the proxy input screen) is specified, and the staff can start input from there. Allows input to the input area to start without specification. That is, the input start area is specified.

  For this reason, in the screen content 12, the input area of the proxy input screen and the screen name (screen on the transaction terminal 40) are stored in association with each other. Using this correspondence, the input area of the proxy input screen is specified. That is, the input corresponding to the transmitted screen name is specified as the input start area among the plurality of input areas of the proxy input screen. In this case, the input start area may be displayed separately from other inputs in terms of color, size, shape, and the like. An example of this is shown in FIG.

  In addition, this correspondence may be determined using the following rule information. That is, the input start area of the proxy input screen is changed according to the input status of the input data in “transaction data list” = screen name. That is, when NULL exists in the “in-transaction data list”, the input area of the proxy input screen indicated by the above correspondence is specified as the input start area. If not, the input area (corresponding to the next screen name) that is input next to the input area of the proxy input screen indicated by the above correspondence relationship is specified as the input start area.

  Moreover, each item of the data list in transaction and the input area of the proxy input screen may be stored in association with each other. That is, the input area corresponding to the item indicating NULL in the acquired transaction data list is set as the input start area.

  Next, in step 409, a proxy request is sent to the relevant staff terminal with the transaction terminal ID, the staff call information, the staff ID, and the store number of the transaction terminal as arguments, so that the process can be performed with the staff notice 211. Request information indicating is sent.

  This is the end of the description of accepting the proxy input request. Next, the processing when proxy input, which is the subsequent processing, is described with reference to FIG.

  First, in step 501, the data input on behalf of the clerk terminal 30 is reflected in the in-transaction data list. That is, the data input from the employee terminal 30 is sequentially registered in the transaction data list of the transaction terminal state management list 23. At that time, the item is specified depending on which input area is input using the above-described correspondence. It should be noted that, in the proxy input, items that have been changed in accordance with the input to the clerk terminal 30 are “set the clerk ID to the input person ID” in the terminal.

  Next, in step 502, the transaction-in-progress data that has been input on behalf of the transaction terminal ID data in the transaction terminal state management list 23 is registered.

Also, in step 503, the agent (not shown) item in the transaction terminal state management list 23 is cleared (changed to NULL). In step 504, the calling state, that is, the proxy input request is resolved. Determine whether. Specifically, it is determined that the calling state is canceled in the following cases. As a business flow, when the call state is canceled, for example, when the “identification” operation has been completed, transmission from the clerk terminal 30 is received. In addition, when the user is calling on a clerk (because he was lost in ex. Operation, the escort button was pressed), the clerk started the surrogate operation, but when the surrogate operation was interrupted, It will not be resolved.

  As a result, if not solved, the process proceeds to step 506. Conversely, if the problem is solved, the process proceeds to step 505.

In step 505, the item of the clerk call information in the transaction terminal state management list 23 is cleared (changed to NULL). Finally, in step 506, the input suppression (processing) of the transaction terminal 40 is canceled. This is to ignore the input, stop the screen display, stop the one that was displaying another screen, or display the transaction screen, but using the correspondence described above, the proxy input screen Control to display the next screen of the input area last input. Note that the data registered in step 502 is registered together with information indicating that it is a proxy input, and this information is displayed on the transaction terminal 41 in the sense of confirmation after canceling the input suppression. In this case, only such information may be displayed, or may be displayed together with information input by the user himself / herself. It is also included in this embodiment that information input by the user himself and information input on behalf of the user are displayed separately. In this case, a list may be displayed as in the proxy input screen shown in FIG.
Thus, the process for proxy input = takeover is completed.

In addition, the transition of a screen until it changes to a proxy input screen is demonstrated to the transaction screen 41 and the work screen 31, respectively. It is assumed that the terminal having the terminal number “01” is used as the transaction terminal 40.
First, on the transaction screen 41, each transaction screen (FIGS. 12 to 14) is displayed in accordance with the processing of steps 201 to 205. In response to the operation, the business application is started and a screen corresponding to the application is displayed. Here, the user first inserts his / her cash card, reads it, and specifies the customer name “Taro XX” by a customer DB (not shown) or the like. In addition, it is assumed that “transfer” designation is input from the user. As a result, the screen (amount input screen) shown in FIG. 12 is displayed. However, the amount itself is input / displayed by the user operating the illustrated numeric keys. Here, when the designation of the “confirm” button from the user is accepted, the transaction screen 41 transitions to the screen of FIG. At this time, a list as shown in FIG. 10 is displayed on the work screen 31. However, for “transaction / status”, “elapsed time” of terminal number 01, “transaction / status” = “transfer / amount input”, according to the content of transaction screen 41 (transaction status at transaction terminal 40), “Elapsed time” = time since the start of the amount input, and “Alarm” = blank. This display process is performed according to the processes of steps 301 to 304.

  Next, the transaction screen 41 transitions to the “transfer bank selection screen” in FIG. 41, and accepts the user's input for that (bank A in this example). Then, the screen changes to the “transfer destination branch name selection screen” in FIG. On this screen, a button for designating 50 sounds is displayed, and a list (selection list) of branch names starting from “S” is displayed by designating it (“S” in this example). Here, it is assumed that the user is confused about the selection ("Shibuya", "Shibuya station square", or "Shibuya xx")). As a result, about 6 minutes have elapsed, and according to the processing of steps 301 to 304, “elapsed time” = “6 minutes” is displayed in “terminal number = 01” in FIG. This is sequentially updated according to the elapsed time. At this time, it is assumed that the user designates the “call” button displayed in FIG. 14 (also displayed in FIGS. 12 and 13). As a result, according to the processing of steps 301 to 305, “!“ Call ”” is displayed in the “alarm” on the work screen 31 as shown in FIG. In response to this, when the employee designates “details” = “display (designation)” of the business screen 31, the business screen 31 is displayed as shown in FIG. 11. That is, the proxy input screen for the terminal with terminal number = 01 is displayed (processing in step 408). Here, as described above, since the transaction screen 41 is processed on the “branch name selection screen”, the input area of “transfer destination branch” is displayed separately from other input areas as shown in the figure. Moreover, the screen of FIG. 11 sorts and displays the input area so that it may become the transition order of a transaction screen (from the top in this example). Further, since the business screen 31 is changed to the substitute input screen, the transaction screen 41 displays “being substituted” and bathes the input (not shown). This is the end of the description of screen transition.

  Next, another example of the “passenger terminal notification process” described in FIG. 7 will be described. In FIG. 7, on the server side (the ad hoc cooperation server 20 and the business application server 10), it is possible to accept a proxy input by the staff terminal 30 that can respond by selecting the staff terminal to be notified. On the other hand, in the present embodiment, it is possible to accept proxy input at the clerk terminal 30 that can cope with the server side and the clerk terminal 30 in cooperation. The details will be described below with reference to FIG.

  First, in step 601, the ad hoc collaboration server 20 sequentially receives “committee notification request data” from the transaction terminal 40 as in step 301 in FIG. 7. Here, “sequentially” means that “bank employee notification request data” is transmitted from the transaction terminal 40.

  Next, in step 602, the ad hoc cooperation server 40 specifies the state of the transaction terminal 30 (the one that has transmitted the “personnel notification request data”) to be notified to the staff terminal 40, and sends this information to each staff terminal 40. Send. Here, each clerk terminal 40 is a clerk terminal managed at a corresponding sales office, and the ad hoc cooperation server 20 stores information (terminal ID) for identifying them. At this time, the information to be specified may be stored in a table format, and the flag may be recorded in association with the information specifying the employee terminal that is the notification destination (or notification not required). And notification may be controlled based on this flag. For example, when the notification destination flag is used, the notification is executed to the employee terminal in which the flag is recorded. This flag may be input by an administrator or the like based on the attendance status of the employee or the like, or may be stored based on information from the attendance system connected via the network. Further, when each employee terminal 40 is activated, information indicating that it is activated and information to be identified are transmitted, and when the ad hoc cooperation server 20 receives this information, the server may record the information. When a flag that does not require notification is used, it can be realized by recording the flag in advance and deleting the flag on condition that the above-described input or information is received.

  The state of transaction terminal 30 is identified by the same process as step 303 in FIG. Further, the transmission to the clerk terminal 40 may be executed by the same processing as that in step 304 in FIG. 7 or may be executed by a method different from step 304 (broadcast transmission or the like).

  Next, in step 603, the clerk terminal 40 receives (receives) the data transmitted in step 602. Then, the process proceeds to Step 604. In step 604, the attendance terminal 40 acquires information indicating the state of the own terminal from the attendance terminal state management table. This is a process similar to step 303 in FIG. As for the contents, the data stored in the “responding transaction terminal ID” is acquired from the attendance terminal state management list indicating the own state held by the attendance terminal 40. Here, it is preferable that this clerk terminal state management list has no affiliated store number and terminal ID and no record of other terminals, as compared to the “passenger terminal state management list 24” shown in FIG. However, the configuration shown in FIG.

  In step 605, the clerk terminal 30 determines whether or not a response is possible based on the acquired information. In other words, it is determined whether or not a new response is possible ("None") depending on whether "None" (or no data is included) or "ID" is included in the "listening transaction terminal ID" in the list. ”: Not responding = Available, if available: Judged“ Accepting ”= Unavailable).

  As a result, if the response is possible, the process ends, that is, proceeds to step 204 in FIG. If the response is impossible, the received data is discarded or the received data is invalidated to suppress the response to the response request.

  In addition, although the said process demonstrated in the example in which the attendance terminal 30 hold | maintains the attendance terminal state management list, you may hold | maintain with another apparatus (including the ad hoc cooperation server 20), and may perform the same process. . In this case, in step 604, first, a terminal status request including its own terminal ID is transmitted to “another device”, and a response to this (which may be information indicating availability of response or whether response is in progress). Information may be received). Such a method is suitable for a case where the terminal itself is configured as a thin client, and its own state is managed by another device. In the case of this example, the other device holds the list shown in the staff terminal state management list shown in FIG.

DESCRIPTION OF SYMBOLS 10 ... Business application server 20 ... Ad hoc cooperation server 30 ... Staff terminal 40 ... Transaction terminal

Claims (9)

A transaction terminal used by a user who desires a transaction, a clerk terminal used by a clerk related to the transaction, and a server device for performing transaction processing according to operations on the transaction terminal and the clerk terminal, In the transaction support method using the server device that controls the processing of the transaction terminal and the employee terminal,
According to the control of the server device,
The transaction terminal
In accordance with control from the server device according to the user's operation, each of a plurality of input screens having one or more input areas that accept input of information related to the transaction is changed according to the operation of the user. Display
The attendance terminal is
The operation status for the transaction terminal is displayed via the server device,
Information indicating that the input to the transaction terminal is performed on behalf of the employee terminal input from the employee according to the display is transmitted to the server device,
The transaction terminal
Displays that proxy input is being performed,
Deter input from the user,
The employee terminal is
Display already entered information indicating information related to the transaction input before the proxy input in the transaction terminal,
According to the operation of the clerk, corresponding to the plurality of input screens, displaying a proxy input screen for performing the proxy input,
Sending information indicating the end of the substitution input input from the clerk to the server device,
The transaction terminal
A transaction support method, comprising: displaying information relating to a transaction including information input on behalf of a proxy. The transaction support method according to claim 1,
The server device
In the transaction terminal, it detects which input screen has transitioned among the plurality of input screens,
When receiving information indicating that an input is to be substituted from the agent terminal, the input area related to the detected input screen is identified as an input area for starting the substitution input, among the substitution screens. Transaction support method. The transaction support method according to claim 1,
The server device
When the information indicating that the input is performed from the agent terminal is received, the input area corresponding to the detected input screen in the proxy input screen is set as the input area for starting the proxy input. A transaction support method characterized by specifying. The transaction support method according to claim 3,
The server device
(1) When information is input in each input area of the input screen displayed last on the transaction terminal, the input area corresponding to the input screen immediately after the input screen displayed last is set as the proxy Identify it as the input area where you want to start typing,
(2) When there is an uninput area in the input area of the input screen displayed last on the transaction terminal, the input area corresponding to the input screen displayed last is input to start the proxy input A transaction support method characterized by specifying as an area. The transaction support method according to claim 2, wherein:
The said server apparatus distinguishes the input area which starts the said proxy input from other input areas, and displays the said proxy input screen on the said staff terminal, The transaction assistance method characterized by the above-mentioned. The transaction support method according to any one of claims 1 to 5,
The said staff terminal displays the said input information on one screen according to control of the said server apparatus, The transaction assistance method characterized by the above-mentioned. The transaction support method according to any one of claims 1 to 6,
The server device is connected to a plurality of staff terminals, stores a staff terminal state management list for recording a reception situation including the proxy input of each of the plurality of staff terminals,
The server device, when information indicating that the input to the transaction terminal is delegated is transmitted from the transaction terminal, based on the response status of the officer terminal state management list, the agent terminal capable of the substitution Extract and
The server device transmits a proxy request to the extracted employee terminal,
One of the employee terminals to which the agency request has been sent transmits response information indicating that the agency request can be accepted according to the agency input to the server device,
The transaction support method, wherein the employee terminal that has transmitted the available information executes processing after displaying the already-input information. The transaction support method according to any one of claims 1 to 6,
The server device is connected to a plurality of employee terminals,
When the server device transmits information indicating that the input to the transaction terminal is performed from the transaction terminal, the server device transmits a proxy request to each of the plurality of employee terminals,
Each of the plurality of employee terminals detects its own reception situation,
Among the plurality of attendance terminals, the attendance terminal capable of acting on the basis of the detected response situation displays information prompting the display device to select whether to act,
A transaction support method characterized in that, among the employee terminals that display the information prompting the selection, the employee terminal that has received the selection that the employee is acting on behalf executes the process after the display of the already input information. The transaction support method according to claim 8,
Each of the plurality of employee terminals stores employee terminal status management data indicating its own response status, and the response status detection is performed using the employee terminal status management data. Support method.

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