JP2021081963A - Monitoring device, monitoring method, and monitoring program - Google Patents

Abstract

To efficiently utilize information pertaining to failures previously occurred in an automatic transaction device group to be monitored for failures occurring in certain automatic transaction devices to be monitored.SOLUTION: A monitoring device 1 is connected to an automatic transaction device 30 group to be monitored over a network 40, and receives a state notification transmitted from the automatic transaction device 30 group. The monitoring device 1 stores failure information included in the state notification and pertaining to failures occurring in the automatic transaction device 30 group into a failure history information storage section 4b. The monitoring device 1 refers to the failure history information storage section 4b, and generates and displays statistical information in which occurrence states of previous failures in the automatic transaction device 30 group are statistically expressed, based on the failure information as to certain automatic transaction devices 30 where the failures have occurred.SELECTED DRAWING: Figure 8

Description

The present invention relates to a monitoring device, a monitoring method and a monitoring program.

There are known devices that are connected to a plurality of automated teller machines (ATMs) installed in financial institutions, retail stores, etc. via a network and monitor failures that occur in them. Regarding such a device, for example, there is known an automatic teller system that stores information about a failure that has occurred in an automated teller machine in a server and displays it in a list on a terminal screen. Further, there is known a monitoring device that stores information on a failure that has occurred in an automated teller machine, determines the priority of troubleshooting, and displays the higher priority on the monitoring screen so that the display position is higher. ..

Japanese Unexamined Patent Publication No. 2015-207228 Japanese Unexamined Patent Publication No. 2016-212660

In a monitoring device that monitors a plurality of automated teller machines, information on failures that have occurred in the past in the monitored automated teller machine group is not fully utilized for a failure that occurred in a certain automated teller machine to be monitored. In some cases, there was a delay in the response of the operator on the monitoring device side, the maintenance and restoration of the automated teller machine in which the failure occurred, or the contact with related parties (bank employees, security companies, system departments, etc.).

In one aspect, it is an object of the present invention to make full use of information on failures that have occurred in the monitored automated teller machine group in the past, in response to a failure that has occurred in a monitored automated teller machine.

In one embodiment, a storage unit that stores first information regarding a failure that has occurred in a plurality of automated teller machines and an automated teller machine that has a failure among the plurality of automated teller machines with reference to the storage unit. Based on the first information about the above, a generation unit that generates second information that statistically indicates the occurrence status of past failures in the plurality of automated teller machines, and the second generation unit that is generated by the generation unit. A monitoring device including a display unit for displaying the information of the above is provided.

On one aspect, it becomes possible to fully utilize information on failures that have occurred in the past in the monitored automated teller machine group for a failure that has occurred in a monitored automated teller machine.

It is explanatory drawing of an example of a monitoring device. It is a figure which shows an example of the hardware configuration of ATM. It is a figure which shows an example of the hardware configuration of a monitoring device. It is a figure which shows an example of the function which a monitoring device has. It is explanatory drawing of the state notification. It is explanatory drawing of the failure code included in the state notification. It is explanatory drawing of fault information. It is explanatory drawing of an example of the monitoring method of the ATM group. It is a figure which shows an example of the screen displayed on the monitoring terminal. It is explanatory drawing (the 1) of the screen at the time of displaying the occurrence situation of the past failure. It is explanatory drawing (2) of the screen at the time of displaying the occurrence situation of the past failure. It is a flowchart which shows an example of a data storage process. It is a flowchart which shows an example of the generation and display processing of the detailed information of ATM and the occurrence situation of the past failure. It is a flowchart which shows an example of the generation process of the occurrence state of the past failure. It is a flowchart which shows an example of the number of cases and the number extraction process. It is a flowchart which shows an example of the last occurrence date and time extraction processing. It is a flowchart which shows an example of other message generation processing.

FIG. 1 is an explanatory diagram of an example of a monitoring device.
The monitoring device 1 shown in FIG. 1 includes a monitoring server 10 and a monitoring terminal 20. The monitoring server 10 and the monitoring terminal 20 are connected by using a wired or wireless communication means. As shown in FIG. 1, the monitoring server 10 is connected to a plurality of automated teller machines (ATMs) 30 via a network 40. Here, as an example, three ATMs 30 connected to the monitoring server 10 via the network 40 are illustrated. The network 40 includes a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, and the like.

The monitoring server 10 is a server computer that performs processing for monitoring the status of the ATM 30 group connected via the network 40. For example, the monitoring server 10 performs a process of monitoring the state of each of the ATM 30 groups, such as whether it is operating normally or whether a failure has occurred. The processing of the monitoring server 10 is realized by software executed by the monitoring server 10. The monitoring server 10 executes a process according to an input from an input device 20a such as a keyboard or a mouse of the monitoring terminal 20 operated by a user of the monitoring device 1 (call center operator or the like), and the content of the executed process or the content of the executed process. The result is displayed on the display 20b of the monitoring terminal 20.

As shown in FIG. 1, each of the ATM 30 groups includes a touch panel 30a, a card insertion / removal port 30b, a passbook insertion / removal port 30c, a bill deposit / withdrawal port 30d, a coin deposit / withdrawal port 30e, and a contact telephone 30f. Each ATM 30 executes financial transactions such as cash payment, deposit, passbook entry, balance inquiry, and transfer using a card (cash card or credit card) or passbook based on an operation by a user (customer or the like). Each ATM 30 transmits to the monitoring device 1 information indicating the installation location and identification information of the own machine, the contents of financial transactions carried out or carried out by the own machine, and the like. The information transmitted from each ATM 30 to the monitoring device 1 includes information indicating the state of the ATM 30 in which a financial transaction is being carried out or has been carried out (whether it is operating normally or a failure has occurred, etc.). Is done.

The monitoring device 1 performs a process of monitoring the ATM30 group by using the information indicating the state transmitted from each ATM30.
Here, the hardware configuration of the ATM 30 will be described.

FIG. 2 is a diagram showing an example of an ATM hardware configuration.
The ATM 30 has, for example, as shown in FIG. 2, a processor 101, a RAM 102, an HDD 103, a graphic processing device 104, an input interface 105, and a communication interface 106.

The processor 101 is a CPU (Central Processing Unit) or the like. The RAM 102 stores OS (Operating System) programs and application programs to be executed by the processor 101, and various data used for processing by the processor 101. The HDD 103 stores an OS program, an application program, and various data.

A display unit 31a included in the display unit 31 is connected to the graphic processing device 104. The display unit 31a is, for example, the touch panel 30a of the ATM 30. The graphic processing device 104 causes the display unit 31a to display an image according to a command from the processor 101 based on the signal input through the input interface 105.

The input detection unit 31b included in the display unit 31, as well as the card unit 32, the passbook unit 33, the banknote unit 34, the coin unit 35, and the journal unit 36 are connected to the input interface 105.

The input detection unit 31b detects, for example, a touch input from the user of the ATM 30 to the display unit 31a.
The card unit 32 performs various processing on the card, for example, taking in the card from the card insertion / removal port 30b into the ATM 30, sending out the card from the ATM 30 to the card insertion / removal port 30b, reading or rewriting the information contained in the card, and the like. ..

The passbook unit 33 performs various processes for the passbook, for example, importing the passbook from the passbook insertion / extraction port 30c into the ATM 30, sending out the passbook from the ATM 30 to the passbook insertion / extraction port 30a, reading or rewriting the information contained in the passbook, and to the passbook. Performs processing such as printing.

The bill unit 34 performs various processing on the bills, for example, opening and closing the door of the bill deposit / withdrawal port 30d, taking in the bills from the bill deposit / withdrawal port 30d into the ATM 30, and sending out the bills from the ATM 30 to the bill deposit / withdrawal port 30d. It counts banknotes, manages the stock of banknotes, detects the presence or absence of banknotes in the banknote deposit / withdrawal port 30d, and the like.

The coin unit 35 performs various processing on coins, for example, opening and closing the door of the coin deposit / withdrawal port 30e, taking in coins from the coin deposit / withdrawal port 30e into the ATM 30, and sending out coins from the ATM 30 to the coin deposit / withdrawal port 30e. It counts coins, manages coin stock, detects the presence or absence of coins in the coin deposit / withdrawal port 30e, and the like.

The journal unit 36 performs various processes on a journal (recording paper) on which usage details and the like output when the ATM 30 is used are recorded, for example, printing on the journal, sending out the printed journal, and the like.

The input interface 105 acquires signals from the input detection unit 31b, the card unit 32, the passbook unit 33, the bill unit 34, and the coin unit 35, and outputs the signals to the processor 101. The graphic processing device 104 causes the display unit 31a of the display unit 31 to display an image in accordance with an instruction from the processor 101 in which a signal is input through the input interface 105.

The communication interface 106 is an interface for communicating with the monitoring device 1 via the network 40.
Next, the hardware configuration of the monitoring device 1 will be described.

FIG. 3 is a diagram showing an example of the hardware configuration of the monitoring device.
As shown in FIG. 3, the monitoring device 1 includes, for example, a processor 201, a RAM 202, an HDD 203, a graphic processing device 204, an input interface 205, a communication interface 206, and a reading device 207.

The processor 201 may be a multiprocessor. The processor 201 is, for example, a processor such as a CPU (Central Processing Unit) or a DSP (Digital Signal Processor). The processor 201 may include, for example, an electronic circuit for a specific purpose such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array). The processor 201 may be a combination of two or more of the CPU, DSP, ASIC, FPGA, and the like.

The RAM 202 is the main storage device of the monitoring device 1. The RAM 202 temporarily stores at least a part of an OS program or an application program to be executed by the processor 201. The RAM 202 stores various data used for processing by the processor 201.

HDD 203 is an auxiliary storage device of the monitoring device 1. The HDD 203 magnetically writes and reads data from the built-in magnetic disk. The OS program, application program, and various data are stored in the HDD 203. The monitoring device 1 may include other types of auxiliary storage devices such as SSD (Solid State Drive), or may include a plurality of auxiliary storage devices.

The graphic processing device 204 causes the display 20b of the monitoring terminal 20 connected to the monitoring server 10 of the monitoring device 1 to display an image in accordance with an instruction from the processor 201. As the display 20b, a CRT display, a liquid crystal display, or the like can be used.

The input interface 205 acquires an input signal from the input device 20a of the monitoring terminal 20 connected to the monitoring server 10 of the monitoring device 1 and outputs the input signal to the processor 201. As the input device 20a, for example, a pointing device such as a mouse or a touch panel, a keyboard, or the like can be used.

The reading device 207 is a device that reads programs and data recorded on the recording medium 210. As the recording medium 210, for example, a magnetic disk such as a flexible disk (FD) or HDD, an optical disk such as a CD (Compact Disc) or a DVD (Digital Versatile Disc), or an optical magnetic disk (MO: Magneto-Optical disk) can be used. Can be used. Further, as the recording medium 210, for example, a non-volatile semiconductor memory such as a flash memory card can be used. The reading device 207 stores, for example, a program or data read from the recording medium 210 in the RAM 202 or the HDD 203 in accordance with an instruction from the processor 201.

The communication interface 206 is an interface for communicating with the ATM 30 via the network 40.
Subsequently, the function of the monitoring device 1 will be described.

FIG. 4 is a diagram showing an example of the functions of the monitoring device.
As shown in FIG. 4, the monitoring device 1 includes, for example, a data transmission / reception unit 2, a data analysis unit 3, a data unit 4, an input unit 5, a display information generation unit 6, a display unit 7, and a control unit 8.

The data transmission / reception unit 2 receives information transmitted from a plurality of ATMs 30 via the network 40. Further, the data transmission / reception unit 2 transmits information from the monitoring device 1 to a specific ATM 30 via the network 40. Note that FIG. 4 omits the illustration of the ATM 30 connected to the network 40.

The information transmitted from the ATM 30 and received by the data transmission / reception unit 2 of the monitoring device 1 includes, for example, the installation location and identification information of the ATM 30 from which the information is transmitted, and the finance performed or performed at the ATM 30. Information indicating the contents of the transaction, information indicating the state of the ATM 30, and information related to the state are included. The state of the ATM 30 includes a type (state type) such as a normal state, a dormant state, a state in which a failure has occurred, and a state in which the power is turned off. The information transmitted from the ATM 30 and received by the data transmission / reception unit 2 of the monitoring device 1 is also referred to as "status notification".

Further, as the information transmitted from the data transmission / reception unit 2 of the monitoring device 1 to the ATM 30, for example, a request for status notification to the specific ATM 30 by a command based on the operation of the user of the monitoring device 1 (call center operator, etc.) is requested. is there. In addition, remote control to a specific ATM 30 such as line connection to contact telephone 30f, form printing to passbooks and journals, return or import of media such as cards and passbooks, hard copy of display unit 31a, reset of processing operation, etc. Information for performing commands or remote control may be transmitted.

Here, the case where the monitoring device 1 receives the status notification transmitted from the ATM 30 group by the data transmission / reception unit 2 will be mainly described.
The data analysis unit 3 analyzes the information received by the data transmission / reception unit 2, that is, the status notification, and uses the content of the status notification as the current information (current information) of the ATM 30 of the transmission source of the data unit 4. It is stored in the current information storage unit 4a.

Further, the data analysis unit 3 analyzes the status notification received by the data transmission / reception unit 2, and if the status notification includes information (fault information) regarding the failure of the ATM 30 of the transmission source, the failure information. Is stored in the failure history information storage unit 4b of the data unit 4.

The input unit 5 receives an operation of the user of the monitoring device 1, that is, a command input by the user from the input device 20a (FIG. 1) of the monitoring terminal 20. For example, the input unit 5 receives a command for displaying the current information and the failure information by the user, a command for generating and displaying the past failure occurrence status (statistical information showing it statistically), and the like.

The display information generation unit 6 refers to the current information storage unit 4a of the data unit 4 based on the command received by the input unit 5, and displays the stored current information in a predetermined display area of the display unit 7. Information (display information) is generated.

Further, the display information generation unit 6 refers to the failure history information storage unit 4b of the data unit 4 based on the command received by the input unit 5, and uses the stored failure information to display the past failure occurrence status. Generate. The display information generation unit 6 further generates information (display information) for displaying the generated past failure occurrence status in a predetermined display area of the display unit 7.

The display unit 7 displays the display information (current information, failure information, or past failure occurrence status) generated by the display information generation unit 6 in a predetermined display area of the display 20b (FIG. 1) of the monitoring terminal 20. ..

The control unit 8 controls the above-mentioned processing performed by the data transmission / reception unit 2, the data analysis unit 3, the data unit 4, the input unit 5, the display information generation unit 6, and the display unit 7.
The above-mentioned failure information is an example of the first information regarding the failure that occurred in the ATM30 group to be monitored, and the data unit 4 (current information storage unit 4a and failure history information storage unit 4b) is the first. This is an example of a storage unit that stores information. The above-mentioned past failure occurrence status is an example of the second information statistically showing the past failure occurrence status in the monitored ATM30 group, and the display information generation unit 6 uses the second information. It is an example of a generation unit to be generated, and the display unit 7 is an example of a display unit that displays the second information. Further, the above-mentioned status notification is an example of the third information indicating the status of each of the ATM30 groups to be monitored, and the failure information which is the first information of a certain ATM30 is the third information of the ATM30. This is an example of information included as part of a status notification.

Subsequently, the status notification used in the monitoring device 1 and the status notification including the failure information will be described.
5A and 5B are explanatory diagrams of the status notification, FIG. 5A is an explanatory diagram of the contents of the status notification, and FIG. 5B is an explanatory diagram of the ATM status type included in the status notification. FIG. 6 is an explanatory diagram of a failure code included in the status notification.

The status notifications transmitted from each of the ATM30 groups to be monitored and received by the data transmission / reception unit 2 of the monitoring device 1 include "status type" and "automatic" as shown in the status notification table 50 of FIG. 5 (A). Items such as "machine ID", "date and time of occurrence", "failure code", and "others 1 to n" are included.

Here, the "state type" included in the state notification is information indicating the state of each ATM 30, and is "normal", "pause", and "failure" as shown in the state type table 60 of FIG. 5 (B). , "Power off". "Normal" means a state in which the ATM 30 can normally carry out a transaction or a state in which a transaction is being carried out. "Pause" means a state in which the ATM 30 is suspended and transactions cannot be performed. "Failure" refers to a state in which a problem occurs in the ATM 30 and a transaction cannot be made. "Power off" means a state in which the power of the ATM 30 is not turned on.

The "automatic machine ID" included in the status notification is information indicating the identification information of each ATM 30. The automatic machine ID is a value unique to each of the ATM 30 groups to be monitored connected to the monitoring device 1, and is set for each ATM 30 in advance before the monitoring device 1 is operated or incorporated into the monitoring device 1.

The "occurrence date and time" included in the status notification is information indicating the date and time when the failure occurred when the "state type" is a failure.
The "fault code" included in the status notification is information indicating the type of the fault when the "state type" is a fault, and is, for example, as shown in the fault code table 70 of FIG.

In FIG. 6, the fault code “0101 to 0105” is an example of a bill handled by the ATM 30 and a fault that occurs in the bill unit 34 of the ATM 30 (“banknote end”, “banknote full”, “forgot to pick up banknotes”, “banknote set”. It indicates "defective", "banknote capture error", etc.). The fault code "0201, 0202" indicates an example of a coin handled by the ATM 30 or a fault that occurs in the coin unit 35 of the ATM 30 ("coin end", "coin full", etc.). The failure code "0303, 0305, 0306" indicates an example of a failure that occurs in the card handled by the ATM 30 or the card unit 32 of the ATM 30 ("card removal error", "card read error", "card reading error", etc.). It is an error.

Although not shown here, the fault code may include a fault code indicating a fault occurring in the passbook unit 33 of the ATM 30 and a fault code indicating a fault occurring in the journal unit 36.

Further, the failure code "9901-9905" is an example of a failure of the banknote unit 34, the coin unit 35, the card unit 32, the passbook unit 33, and the journal unit 36 of the ATM 30 ("banknote unit failure", "coin unit failure"). , "Card unit defective", "Passbook unit defective", "Journal unit defective", etc.).

The failure code (type of failure) handled by the monitoring device 1 is not limited to that shown in FIG.
In addition, various information may be included in "Others 1 to n" included in the status notification shown in FIG. 5 (A).

In addition to the above information, the status notification includes information on the installation location of the ATM30 from which the status notification is sent (store, inside / outside the store, district, etc.), information on the type of the ATM30 (manufacturer, model, etc.), and the ATM30. Various information such as information on the contents of financial transactions conducted or conducted in (bank, account number, transaction amount, request source information, request destination information, etc.) may be included.

The information of the failure code table 70 as shown in FIG. 6 is held in the monitoring device 1 and the ATM30 group to be monitored.
Of the ATM30 group to be monitored by the monitoring device 1, the ATM30 in which a failure has occurred has a state type of failure, and a failure code corresponding to the failure is added to its own automatic machine ID and the date and time when the failure occurred. A status notification including the fault information is generated and transmitted to the monitoring device 1.

In the monitoring device 1, when the data transmission / reception unit 2 receives the status notification including the above contents, the data analysis unit 3 transmits the status notification to the current of the ATM 30 as described above. As information, it is stored in the current information storage unit 4a. When the status notification includes the failure information of the ATM 30 of the transmission source, the failure information is stored in the failure history information storage unit 4b. The monitoring device 1 executes a predetermined process for monitoring the ATM30 group by using the failure code included in the failure information or the failure code and the corresponding failure content.

FIG. 7 is an explanatory diagram of failure information.
The failure information includes "No.", "Status type", "Automatic machine ID", "Date and time of occurrence", "Failure code", and "Other information 1 to n" as shown in the failure information table 80 of FIG. , Etc. are included. When the status notification received by the data transmission / reception unit 2 is analyzed by the data analysis unit 3 as the status type being "failure", among the information included in the status notification, the items as shown in FIG. 7 The failure information is extracted and stored in the failure history information storage unit 4b.

In the monitoring device 1, such a storage process is executed every time the data transmission / reception unit 2 receives the status notification, and the failure information of the failure that occurred in the ATM 30 group to be monitored is stored in the failure history information storage unit 4b. Will be done. The failure information is stored and stored in the failure history information storage unit 4b in a format that does not impair the format of the failure information included in the status notification as shown in FIG. 5A, for example.

In the monitoring device 1, the display information generation unit 6 refers to the current information storage unit 4a based on the command received by the input unit 5, and generates display information for displaying the stored current information on the display unit 7. Will be done.

Further, in the monitoring device 1, the display information generation unit 6 refers to the failure history information storage unit 4b based on the command received by the input unit 5, and stores the stored failure information and the monitoring device 1 side. .. The information in the failure code table 70 as shown in FIG. 6 is used to generate the past failure occurrence status. Then, the display information generation unit 6 generates display information for displaying the generated past failure occurrence status on the display unit 7.

For example, information such as how many similar failures have occurred within a given period of time, when the last or first failure occurred, and other information about the failure that occurred are past failures. Is generated as statistical information that statistically shows the occurrence status of, and the display information is generated. The user of the monitoring device 1 can know the past failure occurrence status of a failure that occurred in a certain ATM30 in the monitoring target ATM30 group, and utilize it to quickly respond to the failure. ..

Hereinafter, monitoring of the ATM30 group using the monitoring device 1 will be described with reference to specific examples.
FIG. 8 is an explanatory diagram of an example of an ATM group monitoring method.

FIG. 8 illustrates the monitoring device 1 used in the call center 300 as an example. The monitoring device 1 includes a data transmission / reception unit 2, a data analysis unit 3, a data unit 4, an input unit 5, a display information generation unit 6, a display unit 7, and a control unit 8 as described above. The data unit 4 of the monitoring device 1 includes a current information storage unit 4a and a failure history information storage unit 4b. As an example of the ATM30 group to be monitored by the monitoring device 1, FIG. 8 shows an ATM30 group installed in a branch office A such as a bank, an ATM30 group installed in a branch office B, and an ATM30 group installed outside a store. Shown. All the ATM30 groups to be monitored are connected to the monitoring device 1 via a network 40 such as the Internet.

Each of the ATM30 groups generates a status notification at a predetermined timing, for example, at the timing when a financial transaction with a user of the ATM30 is performed or is performed, and the status notification is sent to the monitoring device 1 via the network 40. Send.

The monitoring device 1 of the call center 300 receives the status notification transmitted from the ATM 30 group by the data transmission / reception unit 2, analyzes the received status notification by the data analysis unit 3, and uses it as current information (data for each status notification). It is stored and stored in the current information storage unit 4a. Then, when the status type of the status notification is a failure, the failure information (data for each failure) included in the status notification is stored and stored in the failure history information storage unit 4b.

For example, assume a case where a user (customer) of an ATM 30 carries out a financial transaction using a card, a card reading error occurs, the card is held in the ATM 30, and a failure occurs. At this time, the ATM30 in which the failure occurred has the information about the installation location and type of the own machine, the contents of the financial transaction carried out, etc., the state type is the failure, the automatic machine ID set in the own machine, and the failure. Generates a status notification with fault information including the date and time of occurrence and the fault code, and sends it to the monitoring device 1.

When the monitoring device 1 receives a status notification whose status type is "failure" from a certain ATM 30, the data analysis unit 3 analyzes the status notification, and stores the content of the status notification as current information in the current information storage unit 4a. accumulate. Then, the failure information included in the status notification is stored and stored in the failure history information storage unit 4b.

In the monitoring device 1, the operator in charge of the call center 300 inputs a command (display command) for displaying detailed information of the ATM 30 in which the failure has occurred from the input device 20a of the monitoring terminal 20. For example, the operator in charge selects the status notification of the ATM 30 in which a failure has occurred from the list of status notifications received by the monitoring device 1 by clicking or tapping on the monitoring terminal 20, or the monitoring device 1 receives the status notification. When the operator in charge selects the automatically distributed status notification by an operation such as clicking or tapping on the monitoring terminal 20, a command for displaying the detailed information is input.

When the input unit 5 receives the display command from the monitoring terminal 20, the display information generation unit 6 refers to the current information storage unit 4a and generates display information for displaying the current information. Then, the display unit 7 displays the generated display information on the display 20b of the monitoring terminal 20 (screen display).

FIG. 9 is a diagram showing an example of a screen displayed on the monitoring terminal.
FIG. 9 illustrates an example of the screen 400 in which the current information of the ATM 30 in which the failure has occurred is displayed as detailed information. The detailed information displayed on the screen 400 includes items such as "store number", "store name", "automatic machine ID", "manufacturer name", "model", "installation location", and "district name". .. Items displayed by selecting the "real-time information" tab 411 on the detailed information screen 400 include the "status" of the ATM 30, the "fault code" of the fault that has occurred, the "failure content", the "occurrence time", and the like. .. Furthermore, the items displayed by selecting the "Customer-related information" tab 412 include "Reservation medium", "Bank number", "Branch number", "Account number", "Transaction amount" of ATM30, and "Transaction amount". Items displayed by selecting the "Information" tab 413 include information on the request source and the request destination. The detailed information screen 400 also displays various other information related to the ATM 30, and various processing buttons executed by operations such as clicking and tapping by the operator.

Of the detailed information displayed on the screen 400, the "status" of the display area 401, the "automatic machine ID" of the display area 402, the "failure code" of the display area 403, and the "occurrence time" of the display area 404 are current. Corresponds to the failure information (FIGS. 5 to 7) included in the status notification (current information) stored in the information storage unit 4a.

The operator in charge of the call center 300 refers to the detailed information of the ATM 30 in which the failure has occurred displayed on the screen 400, and implements the failure response for the failure in the ATM 30 being displayed. For example, the operator handles failures such as maintenance and restoration of the ATM30 in which a failure has occurred, or contacting 500 related places (bank employees, security companies, system departments, etc.) for maintenance and restoration as shown in FIG. To carry out.

By the way, in order for the operator of the call center 300 to deal with the failure of the ATM30 (the ATM30 displayed on the screen 400) that he is currently in charge of, it is necessary to know the statistical information that statistically shows the occurrence status of the past failure. There are cases where it can be useful.

Normally, in the call center 300, a plurality of operators respond in each assigned time zone. By knowing the statistical information of the past failure occurrence status, for example, each operator has a failure at the same ATM30 in the past, a failure of the same type has occurred at a different ATM30 in the past, or It is possible to obtain information such as the frequent occurrence of failures on a certain day and the fact that other operators are dealing with the same ATM30 or the same type of failure. As a result, each operator can quickly respond to the failure of the ATM 30 currently in charge, maintain or restore the ATM 30, or contact the relevant places 500 for that purpose.

Therefore, the monitoring device 1 generates statistical information that statistically shows the past failure occurrence status based on the operation of the operator who performs the failure response of the ATM 30 displayed on the screen 400, and the past failure occurrence. It has a function to display the status.

10 and 11 are explanatory views of a screen when displaying a past failure occurrence status.
For example, as shown in FIG. 10, the operator selects by clicking or tapping the "failure occurrence status" tab 410 of the screen 400 on which the detailed information of the ATM 30 in which the failure has occurred is displayed. The input unit 5 of the monitoring device 1 receives a command for generating and displaying a past failure occurrence status by selecting the “failure occurrence status” tab 410 by such an operator. When the command is received by the input unit 5, the display information generation unit 6 refers to the failure history information storage unit 4b and displays the past failure occurrence status (including its statistical information and display information for displaying it). Generate. Then, as shown in the screen 400 of FIG. 11, the display unit 7 displays the past failure occurrence status in the display area 420 of the selected “failure occurrence status” tab 410, for example.

For example, in the display area 420 of the screen 400 for the ATM 30 in which a failure has occurred, the number of failures that occurred on the day (today) and the number of ATMs that have occurred can be displayed as statistical information that statistically shows the past failure occurrence status. The number of failures that occurred within one week and the number of ATMs that occurred, the number of failures that occurred within one month and the number of ATMs that occurred, and the number of failures that occurred within one year and the number of ATMs that occurred are displayed. Further, in the display area 420, the date and time of the first occurrence of the failure and the date and time of the previous occurrence of the failure are displayed. In addition, other messages are displayed in the display area 420.

The details of the processing related to the generation and display of the past failure occurrence status will be described later.
It should be noted that the display area 420 of the screen 400 does not necessarily have to display all the information as illustrated in FIG. 11 as the past failure occurrence status. Further, in the display area 420 of the screen 400, information other than the information illustrated in FIG. 11 may be displayed as the past failure occurrence status.

Here, an example is shown in which the past failure occurrence status is generated and displayed by selecting the “failure occurrence status” tab 410 on the screen 400. In addition, a process button for executing the process of generating and displaying the past failure occurrence status is prepared in the screen 400, and the generation and display can be performed by pressing the button by an operation such as clicking or tapping by the operator. Processing may be executed.

The generated past failure occurrence status may be displayed in a predetermined display area in the screen 400, for example, the display area 420 of the “failure occurrence status” tab 410 as shown in FIG. 11, or newly generated. It may be displayed in the display area of the tab to be displayed or the display area of the newly generated window.

An example of the processing of the monitoring device 1 will be described below.
First, the data storage process in the monitoring device 1 will be described.
FIG. 12 is a flowchart showing an example of data storage processing.

The monitoring device 1 of the call center 300 receives the status notification transmitted from the ATM 30 group to be monitored by the data transmission / reception unit 2, and performs data storage processing by, for example, the flow as shown in steps S1 to S3 of FIG.

[S1] The data analysis unit 3 determines whether or not the status type of the received status notification is "failure".
[S2] When the status type of the received status notification is not "failure" (for example, when the status type is "normal"), the data analysis unit 3 uses the content of the status notification as current information (data) as data. It is stored and stored in the current information storage unit 4a of the unit 4.

[S3] When the status type of the received status notification is "failure", the data analysis unit 3 extracts the failure information (data) included in the status notification, and uses the failure information as the failure information of the data unit 4. It is stored and stored in the history information storage unit 4b. The data analysis unit 3 stores the failure information included in the status notification in the failure history information storage unit 4b in this way, stores it, and then stores the content of the status notification as the current information (data) in the current information storage unit. Stored in 4a and accumulated.

Subsequently, the detailed information of the ATM 30 in the monitoring device 1 and the generation and display processing of the past failure occurrence status will be described.
FIG. 13 is a flowchart showing detailed information of the ATM and an example of the generation and display processing of the past failure occurrence status.

In the call center 300, the operator causes the operator to display the detailed information of the specific ATM 30 that has received the status notification on the screen 400 of the display 20b of the monitoring terminal 20 that he / she uses. When the ATM 30 displayed on the screen 400 is a faulty one (state type is "failure"), the operator takes a faulty response for the ATM 30. The operator can cause the monitoring device 1 to execute a process of generating and displaying a past failure occurrence status by performing a predetermined operation on the monitoring terminal 20 when the failure response is performed. The monitoring device 1 of the call center 300 performs display processing of detailed information of the ATM 30 and generation and display processing of past failure occurrence status, for example, by the flow as shown in steps S10 to S14 of FIG.

[S10] When the input unit 5 receives the display command from the monitoring terminal 20 based on the operation of the operator, the display information generation unit 6 refers to the current information storage unit 4a and displays the display information for displaying the detailed information of the ATM 30. Generate. Then, the display unit 7 displays the display information generated by the display information generation unit 6 on the screen 400 of the display 20b of the monitoring terminal 20.

[S11] The input unit 5 determines whether or not an instruction to generate and display a past failure occurrence status has been received by an operator's predetermined operation (selection of the "failure occurrence status" tab 410 on the screen 400, etc.). ..

[S12] When the input unit 5 receives an instruction to generate and display the past failure occurrence status, the display information generation unit 6 refers to the failure history information storage unit 4b and sets the past failure occurrence status as the past failure occurrence status. Generate statistical information that shows it statistically. The display information generation unit 6 generates display information for displaying the generated past failure occurrence status on the display unit 7.

[S13] The display information generation unit 6 displays the generated past failure occurrence status (including its statistical information and display information for displaying it) in a predetermined display area (“failure occurrence status”” of the screen 400. Set to the display area 420 of the tab 410, etc.).

[S14] The display unit 7 displays the past failure occurrence status generated by the display information generation unit 6 in a predetermined display area of the screen 400 set by the display information generation unit 6.
Subsequently, the process of generating the past failure occurrence status in the monitoring device 1 shown in step S12 (FIG. 13) will be further described.

FIG. 14 is a flowchart showing an example of a process of generating a past failure occurrence status.
The monitoring device 1 of the call center 300 performs a process of generating a past failure occurrence status based on an instruction of generating and displaying a past failure occurrence status, for example, by a flow as shown in steps S20 to S27 of FIG. ..

[S20] The display information generation unit 6 sets the value of the failure information (“automatic machine ID”, “fault code”, and “date and time of occurrence”) of the ATM 30 in which the failure has occurred, which is displayed on the screen 400, as the initial value. To do.

[S21] The display information generation unit 6 uses the set initial value and refers to the failure history information storage unit 4b to extract the number of failures and the number of ATMs that have occurred on the day (number and number of ATMs extraction process; FIG. 15) is executed to generate data (display data) on the number of failures and the number of ATMs to be displayed.

[S22] The display information generation unit 6 uses the set initial value and refers to the failure history information storage unit 4b to extract the number of failures and the number of ATMs that have occurred within one week (number and number of ATMs extracted). Process; Executes FIG. 15) to generate data (display data) on the number of failures and the number of ATMs to be displayed.

[S23] The display information generation unit 6 uses the set initial value and refers to the failure history information storage unit 4b to extract the number of failures and the number of ATMs that have occurred within one month (number and number of ATMs extracted). Process; Executes FIG. 15) to generate data (display data) on the number of failures and the number of ATMs to be displayed.

[S24] The display information generation unit 6 uses the set initial value and refers to the failure history information storage unit 4b to extract the number of failures and the number of ATMs that have occurred within one year (number and number of ATMs extracted). Process; Executes FIG. 15) to generate data (display data) on the number of failures and the number of ATMs to be displayed.

[S25] The display information generation unit 6 uses the set initial values and refers to the failure history information storage unit 4b to extract the previous occurrence date and time of the failure and the first occurrence date and time of the failure (previous and first occurrence date and time). Extraction process; FIG. 16) is executed to generate data (display data) of the previous occurrence date and time and the first occurrence date and time of the failure to be displayed.

[S26] The display information generation unit 6 uses the set initial values and the appropriate values extracted in steps S21 to S25, and displays other messages together with the values obtained in steps S21 to S25. The process of generating (display data) (other message generation process; FIG. 17) is executed.

[S27] The display information generation unit 6 combines the display data generated in steps S21 to S26 to generate display information to be displayed on the display unit 7 as a past failure occurrence status.

The number and number extraction processes of steps S21 to S24 (FIG. 14) are performed by, for example, the flow shown in steps S30 to S39 of FIG. 15 below.
FIG. 15 is a flowchart showing an example of the number of cases and the number of units extraction process.

[S30] The display information generation unit 6 has a counter for the number of failures (failure counter) and a counter for the number of ATMs that have occurred (ATM counter). First, the failure counter is set to 0 and the ATM counter is set to 1, respectively. initialize.

[S31] The display information generation unit 6 executes the processes of the following steps S32 to S37 for all the accumulated data stored in the failure history information storage unit 4b (loop). The total accumulated data stored in the failure history information storage unit 4b includes, as one of them, the failure information of the ATM 30 in which the failure has occurred, which is displayed on the screen 400.

[S32] The display information generation unit 6 has the failure code of any one stored data (fault information of one failure, referred to as "target stored data") stored in the failure history information storage unit 4b. It is determined whether or not it is the same as the failure code of the initial value of the displayed ATM 30 set in step S20 (FIG. 14).

[S33] When the display information generation unit 6 determines in step S32 that the failure code of the target stored data is the same as the initial value, the occurrence date and time of the failure of the target stored data is set in step S20 (FIG. 14). From the set date and time when the initial value of the displayed ATM 30 is generated, it is determined whether or not the date and time is before the predetermined extraction period.

For example, in the case of the number and number extraction processing for the current day in step S21 (FIG. 14), the date of the current day (the date of occurrence of the initial value of the displayed ATM 30) is set as the extraction period of this step S33. Set.

In the case of the extraction process of the number of cases and the number of units within one week in step S22 (FIG. 14), the extraction period of this step S33 is from the date of the current day (the date of occurrence of the initial value of the displayed ATM 30). A period up to 7 days in advance is set.

In the case of the number and number extraction process within one month in step S23 (FIG. 14), the extraction period in step S33 is from the date of the current day (the date when the initial value of the displayed ATM 30 is generated). A period of up to 30 days (up to 31 days in some months) is set.

In the case of the extraction process of the number of cases and the number of units within one year in step S24 (FIG. 14), the extraction period of this step S33 is from the date of the current day (the date of occurrence of the initial value of the displayed ATM 30). A period of up to 365 days (up to 366 days in some years) is set.

[S34] When the display information generation unit 6 determines in step S33 that the failure occurrence date and time of the target accumulated data is the date and time from the occurrence date and time of the initial value to the date and time before the predetermined extraction period, 1 is set in the failure counter. to add.

[S35] In the display information generation unit 6, the automatic machine ID of the ATM30 of the target accumulated data added to the failure counter is the automatic machine ID of the initial value of the ATM30 being displayed, which is set in step S20 (FIG. 14). Judges whether or not it is the same as.

[S36] When the display information generation unit 6 determines in step S35 that the automatic machine ID of the ATM 30 of the target stored data is not the same as the initial value automatic machine ID, the automatic machine ID of the target stored data is counted. It is determined whether or not the automatic machine ID has already been completed. That is, in each of the number of cases and the number extraction process in steps S21 to S24 (FIG. 14), it is determined whether or not the automatic machine ID is not the first appearance.

[S37] When the display information generation unit 6 determines in step S36 that the automatic machine ID of the ATM 30 of the target accumulated data is not the counted automatic machine ID, 1 is added to the ATM counter.

Here, when the display information generation unit 6 determines in step S32 that the failure code of the target accumulated data is not the same as the initial value, the process of steps S33 to S37 is skipped, and the failure counter and the ATM Do not increase the counter. In other words, the display information generation unit 6 does not count the target accumulation data of the failure of a type different from the failure of the ATM 30 being displayed.

When the display information generation unit 6 determines in step S33 that the failure occurrence date and time of the target accumulated data is not the date and time from the occurrence date and time of the initial value to the date and time before the predetermined extraction period, steps S34 to S37 are performed. The processing is skipped and the failure counter and the ATM counter are not increased. In other words, the display information generation unit 6 does not count the target accumulated data of the failure that occurred outside the predetermined period from the failure of the ATM 30 being displayed.

When the display information generation unit 6 determines in step S35 that the automatic machine ID of the ATM 30 of the target accumulated data is the same as the initial value automatic machine ID, the process of steps S36 and S37 is skipped and the ATM Do not increase the counter. In other words, the display information generation unit 6 does not duplicately count the target accumulated data of the failure that occurred in the displayed ATM 30 as the number of units.

When the display information generation unit 6 determines in step S36 that the automatic machine ID of the target accumulated data is the counted automatic machine ID, the process of step S37 is skipped and the ATM counter is not increased. In other words, the display information generation unit 6 does not count the ATMs 30 once counted as the number of units in duplicate.

[S38] The display information generation unit 6 executes the processes of steps S32 to S37 for all the accumulated data stored in the failure history information storage unit 4b (loop).
[S39] The display information generation unit 6 sets the values of the failure counter and the ATM counter obtained by executing the processes of steps S31 to S38 for the total accumulated data of the failure history information storage unit 4b, respectively, as the number of failures and the occurrence of the failures. The number of ATMs is used, and they are generated as display data.

In the number and number extraction processing of steps S21 to S24 (FIG. 14), the display information generation unit 6 sets the extraction period of step S33 to a predetermined period (within one week, one month, or one year on the day), respectively. The setting is performed, and the processes of steps S30 to S39 are executed.

Here, an example is shown in which the extraction periods of steps S21 to S24 and steps S33 are within one week, within one month, and within one year on the day, but the length and number of extraction periods are appropriately set. be able to. Here, an example is shown in which the number and number of extraction processes for 4 steps (steps S21 to S24) in which the extraction period is set to within 1 week, 1 month, and 1 year on the day are performed, but the set extraction period is set. The number of cases and the number of units can be extracted for the number of steps according to the number.

In addition, although an example of obtaining both the number of failures and the number of ATMs that have occurred in the number of cases and the number of ATMs that have occurred is shown here, only the number of failures that have occurred is calculated from the number of failures and the number of ATMs that have occurred. You can also do it. In that case, only steps S32 to S34 may be executed among steps S32 to S37.

The previous and first occurrence date / time extraction processes in step S25 (FIG. 14) are performed, for example, by the flow shown in steps S40 to S49 in FIG.
FIG. 16 is a flowchart showing an example of the previous and first occurrence date / time extraction processing.

[S40] The display information generation unit 6 sets the oldest date and time older than any accumulated data, such as when the monitoring device 1 starts operation, as the previous occurrence date and time among all the accumulated data stored in the failure history information storage unit 4b. Set. The display information generation unit 6 further sets the occurrence date and time of the initial value of the displayed ATM 30 set in step S20 (FIG. 14) as the first occurrence date and time.

[S41] The display information generation unit 6 executes the processes of the following steps S42 to S47 for all the accumulated data of the failure history information storage unit 4b (loop). The total accumulated data stored in the failure history information storage unit 4b includes, as one of them, the failure information of the ATM 30 in which the failure has occurred, which is displayed on the screen 400.

[S42] The display information generation unit 6 has the target storage data for any one storage data (fault information of one failure, referred to as "target storage data") stored in the failure history information storage unit 4b. , It is determined whether or not it is the accumulated data of the initial value of the ATM 30 being displayed. When the display information generation unit 6 determines that the target accumulated data is the accumulated data of the initial value of the ATM 30 being displayed, the process of steps S43 to S47 is skipped. When the display information generation unit 6 determines that the target stored data is not the stored data of the initial value of the ATM 30 being displayed, the display information generation unit 6 proceeds to the process of step S43.

[S43] The display information generation unit 6 determines whether or not the failure code of the target stored data is the same as the failure code of the initial value of the ATM 30 being displayed. When the display information generation unit 6 determines that the failure code of the target accumulated data is not the same as the failure code of the initial value of the ATM 30 being displayed, the process of steps S44 to S47 is skipped. When the display information generation unit 6 determines that the failure code of the target accumulated data is the same as the failure code of the initial value of the ATM 30 being displayed, the process proceeds to the process of step S44.

[S44] The display information generation unit 6 determines whether or not the display information generation unit 6 determines whether or not the failure occurrence date and time of the target stored data is newer than the previous occurrence date and time (at the time of processing in this step S44).

[S45] When the display information generation unit 6 determines that the failure occurrence date and time of the target stored data is newer than the previous occurrence date and time, the display information generation unit 6 updates the failure occurrence date and time of the target stored data as a new previous occurrence date and time. ..

When the display information generation unit 6 determines that the failure occurrence date and time of the target accumulated data is not newer than the previous occurrence date and time, the process of step S45 is skipped, and the previous occurrence date and time is not updated, and step S46 Proceed to the processing of.

[S46] The display information generation unit 6 determines whether or not the failure occurrence date and time of the target stored data is older than the first occurrence date and time (the one at the time of processing in this step S46).
[S47] When the display information generation unit 6 determines that the failure occurrence date and time of the target stored data is older than the first occurrence date and time, the display information generation unit 6 updates the failure occurrence date and time of the target stored data as a new first occurrence date and time. ..

When the display information generation unit 6 determines that the failure occurrence date and time of the target stored data is not older than the first occurrence date and time, the process of step S47 is skipped and the first occurrence date and time is not updated.

[S48] The display information generation unit 6 executes the processes of steps S42 to S47 for all the accumulated data of the failure history information storage unit 4b (loop).
[S49] The display information generation unit 6 generates the previous occurrence date and time and the first occurrence date and time obtained by executing the processes of steps S40 to S48 as display data. If the last occurrence date and time is the oldest date and time, display data for displaying a message that does not correspond is generated.

Although the example of obtaining both the previous occurrence date and time and the first occurrence date and time is shown here, it is also possible to obtain only one of the previous occurrence date and time and the first occurrence date and time.
The other message generation process of step S26 (FIG. 14) is performed, for example, by the flow shown in steps S50 to S57 of FIG. 17 below.

FIG. 17 is a flowchart showing an example of other message generation processing.
In the monitoring device 1, all or part of the information obtained in the above-mentioned number and number extraction process (FIGS. 14 and 15) and the previous and first occurrence date and time extraction processes (FIGS. 14 and 16) is used. Other messages are generated and displayed as display data. Here, the number of failures and the number of ATMs that occurred on the day and within one week obtained by the processes of steps S21, S22 (FIG. 14) and S30 to S39 (FIG. 15), and steps S25 (FIG. 14) and S40 to S40 to An example in which a message is generated from the first occurrence date and time obtained in the process of 49 (FIG. 16) is shown.

[S50] The display information generation unit 6 obtains the occurrence date and time of the initial value of the ATM 30 being displayed, which was set in step S20 (FIG. 14), in the previous and first occurrence date and time extraction processes (FIGS. 14 and 16). Judge whether it is the same as the first occurrence date and time.

[S51] When the display information generation unit 6 determines in step S50 that the occurrence date and time of the initial value is the same as the first occurrence date and time, the display information generation unit 6 generates the phrase "This is the first failure that occurred." As a message to be displayed. , Others Terminate the message generation process.

[S52] When the display information generation unit 6 determines in step S50 that the occurrence date and time of the initial value is not the same as the first occurrence date and time, the number of failures on the day is two or more and the occurrence ATM. Determine if the number is one.

[S53] When the display information generation unit 6 determines in step S52 that the number of failures on the day is two or more and the number of ATMs that have occurred is one, "Today, the same failure occurs at this ATM. The phrase "has occurred X times." Is generated as a message to be displayed, and other message generation processing is terminated. In addition, in "X" in the message to be displayed, the value of the number of cases and the number of failures of the day obtained by the number extraction process is set.

[S54] In step S52, the display information generation unit 6 determines that the number of failures on the day is not two or more, and if it determines that the number of ATMs that have occurred is not one, the failure on the day It is determined whether or not the number of occurrences is 5 or more.

[S55] When the display information generation unit 6 determines in step S54 that the number of failures on the day is 5 or more, the display information generation unit 6 displays the phrase "the same failure has occurred Y times today." It is generated as a message to be executed, and other message generation processing is terminated. In addition, in "Y" in the message to be displayed, the value of the number of cases and the number of failures on the day obtained by the number extraction process is set.

[S56] When the display information generation unit 6 determines in step S54 that the number of failures on the day is not 5 or more, the number of failures within one week is 3 or more, and It is determined whether or not the number of generated ATMs is one.

[S57] When the display information generation unit 6 determines in step S56 that the number of failures occurring within one week is three or more and the number of ATMs generated is one, "within one week, this The phrase "The same failure has occurred Z times at the ATM." Is generated as a message to be displayed, and other message generation processing is terminated. In addition, the value of the number of cases and the number of failures within one week obtained by the number extraction process is set in "Z" in the displayed message.

If it is determined that the number of failures within one week is not 3 or more, and if it is determined that the number of ATMs generated is not 1, the other message generation process is terminated.
The other message generation process shown in FIG. 17 is an example, and includes the content of the message to be displayed and the conditions for displaying the content (previous occurrence date and time, first occurrence date and time, number of failures, number of ATMs with failures, etc.). And a combination of these) can be set as appropriate.

The processing shown in FIGS. 12 to 17 is executed, and the display area 420 of the "failure occurrence status" tab 410 as shown in FIG. 11 is displayed in the past in a predetermined display area in the screen 400. Statistical information that statistically shows the failure occurrence status is displayed.

In the case of the example of FIG. 11, it is shown that the number of failures that occurred on the day (today) is three and the number of ATMs that occur is one in the display area 420 in the screen 400. Furthermore, it is shown that the number of failures that occurred within one week was 5, and the number of ATMs that occurred was 3. Furthermore, it is shown that the number of failures that occurred within one month was eight, and the number of ATMs that occurred was five. Furthermore, it is shown that the number of failures that occurred within one year was 18, and the number of ATMs that occurred was 14. Further, the display area 420 shows that the first occurrence date and time of the failure is 9:15 on May 3, 2017, and the previous occurrence date and time of the failure is 12:30 on October 1, 2018. Has been done. In addition, another message indicates that "Today, the same failure has occurred three times at this ATM."

In the example of FIG. 11 above, the same type of failure occurs three times on the same ATM 30 on the same day, and even if it is the first failure for the operator on the day, some problem occurs in a specific ATM 30. It can be expected that the ATM 30 will be maintained and inspections can be arranged quickly.

Here, as the generation process (step S12; FIG. 13) of the past failure occurrence status in the monitoring device 1, the number and number extraction process (FIGS. 14 and 15), the previous and first occurrence date and time extraction processes (FIG. 14). An example of performing three types of processing of FIG. 16) and other message generation processing (FIGS. 14 and 17) is shown. In addition, in the monitoring device 1, as the generation process of the past failure occurrence status, only the number and the number of cases are extracted from the three types of processes to generate the display data, or the previous and first occurrence date and time are extracted. It is also possible to generate the display data by performing only the processing. Alternatively, among the three types of processing, only the number and number of cases extraction processing, and the previous and first occurrence date and time extraction processing can be performed to generate the display data thereof. Alternatively, it is also possible to perform the three types of processing and generate only the message obtained by the other message generation processing as display data. The display data in each case is statistical information display data that statistically shows the past failure occurrence status in the monitored ATM 30 group.

As described above, in the monitoring device 1, failure information generated in one or more of the ATM30 groups to be monitored is stored and stored in the failure history information storage unit 4b. Then, when a failure occurs in a certain ATM 30, statistical information that statistically shows the past failure occurrence status is generated and displayed based on the failure information. The operator of the monitoring device 1 can see the displayed past failure occurrence status and take a failure response for the ATM 30 in which the failure has occurred.

In the call center 300 in which the monitoring device 1 is used, a plurality of operators usually respond in each assigned time zone. Each operator can quickly know that there is an abnormality in the failure occurrence status such as the frequency of occurrence by displaying the failure statistics corresponding to other operators in real time as the past failure occurrence status. become able to.

For example, if there is a failure that has frequently occurred recently only in a specific ATM30, it is expected that the ATM30 has deteriorated in terms of equipment, so contact the security as preventive maintenance and complete it. It becomes possible to take measures before the failure.

Also, for example, if a failure that has never occurred in the past occurs frequently at multiple ATMs 30 after a certain day, it is suspected that there is something wrong with the software. Allows quick contact with the system department.

Further, for example, when another operator is dealing with the same ATM30 or the same type of failure on the day, each operator can also recognize it, so that information exchange between operators becomes practically possible, and the failure handling It will be possible to use it to improve the quality of.

In the monitoring device 1, the statistical information of the history is fully utilized by each operator as the occurrence situation of the past failure as described above, as compared with the case where the history of the occurrence of the failure can be simply browsed. According to the monitoring device 1, each operator can fully utilize the past failure occurrence status in the ATM30 group to be monitored, so that the failure response of the ATM30 currently in charge, maintenance of the ATM30, and maintenance of the ATM30 can be performed. It will be possible to promptly contact the relevant parties for restoration or for that purpose.

It should be noted that the monitoring device 1 is not limited to an operation mode in which the operator is currently in charge of generating and displaying the occurrence status of past failures before the failure of the ATM 30. The monitoring device 1 selects a specific one (the failure occurrence date and time may be any time) from the accumulated data stored in the failure history information storage unit 4b, and generates the past failure occurrence status before that. , The operation mode to be displayed may be adopted. For example, in such an operation mode, after a certain period of time has passed since the occurrence of a failure, the user or administrator of the monitoring device 1 creates a failure report that summarizes the failure after the fact, or there is a defect in the past failure response. It can be adopted when confirming whether or not it was present.

Further, in the above description, the monitoring device 1 that monitors a plurality of ATMs 30 is taken as an example, but the monitoring target is not limited to the ATM 30, and various automatic trading devices that can be connected to the network 40, for example, a self-service terminal (self-service terminal). It can also be an SST), a point-of-sale (POS) terminal, a portable terminal for conducting transactions such as payment and delivery, a vending machine, and the like.

The processing function of the monitoring device 1, for example, the processing function of the monitoring server 10 and the monitoring terminal 20 as described above can be realized by a computer. In that case, a program describing the processing content of the function that the monitoring device 1 should have is provided, and the processing function is realized on the computer by executing the program on the computer. The program describing the processing content can be recorded on a computer-readable recording medium. Computer-readable recording media include magnetic storage devices, optical disks, opto-magnetic recording media, semiconductor memories, and the like. Magnetic storage devices include HDDs, flexible disks, magnetic tapes, and the like. Optical discs include CDs, DVDs, and the like. The magneto-optical recording medium includes MO and the like.

When a program is distributed, for example, a portable recording medium such as a DVD or CD-ROM on which the program is recorded is sold. It is also possible to store the program in the storage device of the server computer and transfer the program from the server computer to another computer via the network.

The computer that executes the program stores, for example, the program recorded on the portable recording medium or the program transferred from the server computer in its own storage device. Then, the computer reads the program from its own storage device and executes the processing according to the program. The computer can also read the program directly from the portable recording medium and execute the processing according to the program. In addition, the computer can sequentially execute processing according to the received program each time the program is transferred from the server computer connected via the network.

1 Monitoring device 2 Data transmission / reception unit 3 Data analysis unit 4 Data unit 4a Current information storage unit 4b Failure history information storage unit 5 Input unit 6 Display information generation unit 7 Display unit 8 Control unit 10 Monitoring server 20 Monitoring terminal 20a Input device 20b Display 30 ATM
30a Touch panel 30b Card insertion / removal port 30c Passbook insertion / removal port 30d Banknote deposit / withdrawal port 30e Coin deposit / withdrawal port 30f Contact phone 31 Display unit 31a Display unit 31b Input detection unit 32 Card unit 33 Passbook unit 34 Banknote unit 35 Coin unit 36 Journal unit 40 Network 50 Status notification table 60 Status type table 70 Failure code table 80 Failure information table 101,201 Processor 102,202 RAM
103,203 HDD
104, 204 Graphic processing device 105, 205 Input interface 106, 206 Communication interface 207 Reading device 210 Recording medium 300 Call center 400 Screen 401, 402, 403, 404, 420 Display area 410, 411,421,413 Tab 500 Related parts

Claims (8)

A storage unit that stores the first information about a failure that occurred in a plurality of automated teller machines,
With reference to the storage unit, based on the first information about one automated teller machine in which a failure has occurred among the plurality of automated teller machines, the past failure occurrence status in the plurality of automated teller machines is statistically determined. A generator that generates the second information shown in
A monitoring device including a display unit that displays the second information generated by the generation unit. Each of the plurality of automated teller machines has identification information and
The first information according to claim 1, wherein the first information includes the identification information of the plurality of automated teller machines in which a failure has occurred, the date and time when the failure has occurred, and the type of the failure that has occurred. Monitoring device. Based on the first information about the one automated teller machine in which the failure occurred among the plurality of automated teller machines, the generating unit is a predetermined period before the occurrence date and time of the failure of the one automated teller machine. The second information is characterized in that the number of failures of the type that have occurred in the plurality of automated teller machines and the number of failures of the type that have occurred among the plurality of automated teller machines up to the above are generated as the second information. The monitoring device according to claim 2. Based on the first information about the one automated teller machine in which a failure has occurred among the plurality of automated teller machines, the generator sets the date and time of the first occurrence and the previous date and time of the failure in the plurality of automated teller machines. The monitoring device according to claim 2 or 3, wherein at least one of them is further generated as the second information. Includes an acquisition unit that acquires a third piece of information indicating the state of each of the plurality of automated teller machines.
The storage unit stores the third information acquired by the acquisition unit, and stores the third information.
The first information about the one automated teller machine in which a failure has occurred among the plurality of automated teller machines includes the third information about the one automated teller machine and a part of the third information. The monitoring device according to any one of claims 1 to 4, wherein the monitoring device is included. The generation unit according to any one of claims 1 to 5, wherein the generation unit refers to the storage unit and generates the second information based on a command for displaying the second information on the display unit. The monitoring device described. The computer
The first information about the failure that occurred in a plurality of automatic teller machines is stored in the storage unit, and the information is stored in the storage unit.
With reference to the storage unit, based on the first information about one automated teller machine in which a failure has occurred among the plurality of automated teller machines, the past failure occurrence status in the plurality of automated teller machines is statistically determined. Generate the second information shown in
A monitoring method comprising displaying the generated second information. The first information about the failure that occurred in a plurality of automatic teller machines is stored in the storage unit, and the information is stored in the storage unit.
With reference to the storage unit, based on the first information about one automated teller machine in which a failure has occurred among the plurality of automated teller machines, the past failure occurrence status in the plurality of automated teller machines is statistically determined. Generate the second information shown in
A monitoring program characterized in that a computer executes a process of displaying the generated second information.

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