JPH0887647A - Fault managing system for automatic transaction device - Google Patents

Abstract

PURPOSE: To smoothly execute the processing of a fault by reducing the burden on a clerk for dealing with the fault by reporting a processing dealing method corresponding to the fault to an automatic transaction device when it is decided that the fault can be recovered. CONSTITUTION: When any fault is generated at an automatic transaction device 1, the contents of that fault are transmitted to a personal computer 2 as a fault report just after the generation of the fault. At the personal computer 2 where the fault report is received, it is judged based on a table whether those fault contents can be dealt with at a clerk level or any dealing of a maintenance person is required, namely, whether the fault at the automatic transaction device 1 can be recovered or not. When it can be recovered, those fault contents and the processing dealing method of the clerk are displayed on the screen of the personal computer 2. When the clerk performs the action showing the comprehension of those contents, namely, presses a confirm key, the data of that "clerk processing dealing method' are transferred to the automatic transaction device where the fault is generated. Therefore, it is not necessary for the clerk to comprehend and judge the contents of the fault.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a failure management system for an automatic transaction device, in which a terminal device or a center device manages a failure occurring in the automatic transaction device.

[0002]

2. Description of the Related Art In an automatic teller machine, which is abbreviated as ATM, etc., various kinds of troubles such as a jam of a bill and a very serious trouble such as a failure of a print head for printing on a passbook can be used. A failure occurs. Conventionally, in such an automatic transaction apparatus, when a failure occurs, an attendant goes to the front of the automatic transaction apparatus and performs a failure process while referring to an instruction manual according to an error code. Then, in case of a failure that the staff cannot handle, the staff directly calls the maintenance center and verifies the content of the failure to the maintenance staff by word of mouth to carry out the maintenance.

[0003]

In the conventional method of coping with a failure that occurs in an automatic transaction device, an attendant must understand and judge the content of the failure, which imposes a heavy burden on the attendant and allows a smooth failure to occur. In some cases, it could not be processed.

The present invention has been made to solve the above problems, and provides a fault management system for an automatic transaction device, which can reduce the burden on the staff for dealing with the fault and can smoothly handle the fault. To aim.

[0005]

In order to solve such a problem, the invention according to claim 1 is a system in which a terminal device manages a failure occurring in an automatic transaction device, wherein the automatic transaction device has a failure. At this time, the terminal device is provided with a failure content notifying means for notifying the terminal device of the content of the failure, and a processing method display means for displaying a processing response method for the failure notified from the terminal device. And a processing method notifying means for notifying the automatic transaction device of a processing response method for the failure when it is determined that the failure is recoverable. To do.

According to a second aspect of the present invention, there is provided a system in which a center device and a terminal device are connected to each other through a communication line, and a failure occurring in the automatic transaction device is managed by the center device and the terminal device. But when a failure occurs,
Failure content notifying means for notifying the terminal device of the content of the failure,
A processing method display means for displaying a processing response method for the failure notified from the terminal device, and the terminal device, when the contents of the failure are notified from the automatic transaction device, determines whether or not the failure can be recovered. Means, a processing method notifying means for notifying the automatic transaction apparatus of a processing response method for the failure when it is determined to be a recoverable failure, and a notification to that effect to the center apparatus when it is determined to be an unrecoverable failure. And means for notifying recovery.

According to a third aspect of the present invention, there is provided a system in which a center device and a terminal device are connected to each other via a communication line, and a failure occurring in the automatic transaction device is managed by the center device and the terminal device. But when a failure occurs,
Failure content notifying means for notifying the terminal device of the content of the failure,
When the terminal device is notified of the content of the failure by the automatic transaction device, the terminal device is provided with a processing response method for the failure notified by the terminal device or a processing method display means for displaying that the failure cannot be recovered. Is determined to be recoverable, and when it is determined that the failure is recoverable,
The automatic transaction device is provided with a processing method notifying means for notifying the automatic transaction device of a method for dealing with a failure, and an unrecoverable notifying means for notifying the automatic transaction device and the center device of a failure that cannot be recovered.

According to a fourth aspect of the present invention, there is provided a system in which a center device and a terminal device are connected to each other through a communication line, and a failure occurring in the automatic transaction device is managed by the center device and the terminal device. But when a failure occurs,
Failure content notifying means for notifying the terminal device of the content of the failure,
The terminal device is capable of recovering from each of a plurality of types of faults occurring in the automated teller machine, which is provided with a processing response method for the fault notified from the terminal device or a processing method display means for displaying that the fault is unrecoverable. A table in which information on whether or not a failure is stored in advance, and a judgment means for judging whether or not the failure can be recovered based on the information stored in the table when the content of the failure is notified from the automatic transaction device When it is determined that the failure is a failure, the failure content display means for displaying the content of the failure, the confirmation input means for inputting confirmation of the content of the failure displayed on the failure content display means, and the confirmation input means When a confirmation is input, a processing method notifying means for notifying the automatic transaction device of a processing response method for a failure, and when it is determined that the failure cannot be recovered, the fact is automatically notified. Comprising a unrecoverable notifying means for notifying the drawing device and the center device.

[0009]

In the failure management system for the automatic transaction apparatus of the present invention, the terminal device determines whether or not the failure that has occurred in the automatic transaction apparatus can be recovered, and if it is a recoverable failure, the processing corresponding method is displayed on the automatic transaction apparatus. If the failure is irrecoverable, the center apparatus is contacted, so that it is not necessary for the staff to understand and judge the content of the failure.

[0010]

Embodiments of the present invention will be described below in detail with reference to the drawings.

FIG. 1 is a diagram showing the configuration of a fault management system for an automatic transaction apparatus according to an embodiment of the present invention.

In FIG. 1, 1, 1, ... Are automatic transaction devices. It is assumed that these automatic transaction devices 1, 1, ... Are arranged in one branch of a financial institution. Reference numeral 2 denotes a personal computer (terminal device) that collectively manages these automatic transaction devices 1, 1 ... The personal computer 2 can exchange data with the automated teller machines 1, 1 ... The personal computer 2 is connected to a personal computer (center device) 3 installed in a maintenance center via a communication line so that data can be exchanged.

FIG. 2 is a functional block diagram showing the structure of the automatic transaction device 1.

A main controller 11 shown in FIG. 1 controls the entire apparatus. The magnetic card read unit 12 receives a card inserted from a card insertion port (not shown) and receives account information such as a personal identification number and an account number from the magnetic stripe unit on the card. The passbook printer unit 13 receives a passbook inserted from a passbook insertion port (not shown), reads and records magnetic information of the passbook, and prints transaction contents. The deposit / withdrawal unit 14 has functions such as deposit / return of forgotten banknotes, forgotten collection, loading, and scrutiny. The coin depositing / dispensing unit 15 receives a coin inserted into a coin insertion opening (not shown) and pays out a specified amount of coins to a coin receiving opening (not shown). The customer service unit 16
Color CRT display with built-in touch sensor (not shown)
In addition to guiding customers by displaying operating procedures and other information with illustration characters or wording,
In response to the display, the customer presses a display portion such as a personal identification number, an amount of money, an account number, transaction approval, confirmation or cancellation, and the operation is performed. The above display and input operations are realized. The voice guidance unit 17 is a speaker (not shown).
To give voice guidance to customers. The internal monitor 18 is used by a staff member to monitor the inside of the apparatus. The floppy disk 19 stores various data. The first transmission control unit 20a controls data transmission with the personal computer 2. The second transmission control unit 20b controls data transmission with the host computer (center) that manages the transaction of deposit and withdrawal of the automatic transaction device 1. The power supply unit 21 supplies power to each unit. The storage unit 22 temporarily stores necessary data. The clock unit 23 generates current time data. The remote monitor 24 is used by an employee to monitor the inside of the apparatus from the outside.

FIG. 3 shows the contents of failure information notified from the automatic transaction device 1 to the personal computer 2. (A) of the figure is failure information notified from the automatic transaction device 1 to the personal computer 2, and comprises an operation step, a transaction type, an error code, and a subcode. This failure information is stored in the personal computer 2 with the transaction type removed, as shown in FIG.

FIG. 4 is a personal computer 2 that stores in advance information on whether or not the failure that occurred in the automatic transaction device 1 is a recoverable failure.
Indicates the contents of the table in. As shown in the figure, the operation step, the error code, the sub code, and the information on whether the recovery is possible or not are stored in a corresponding form.

Next, the fault management operation in the system configured as described above will be described with reference to the flow chart shown in FIG. 5 and the data transfer diagram shown in FIG.

When some trouble occurs in the automatic transaction apparatus 1 (step 501), the details of the trouble are transmitted to the personal computer 2 immediately after the trouble occurs as a trouble notice as shown in FIG. 3 (step 502).

FIG. 4 shows whether the personal computer 2 which has received the fault notification can deal with the fault content at the staff level, or whether the maintenance staff needs to deal with the fault, that is, whether the fault of the automatic transaction apparatus 1 can be recovered. The determination is made based on the table (step 503).

If the recovery is possible, the details of the failure and the handling method of the staff are displayed on the screen of the personal computer 2 (step 504).

When the clerk presses the operation indicating that he / she understands the contents, that is, the confirmation key (steps 505 and 60).
1), the "personnel handling method" is transferred to the failed automatic transaction device (step 50).
6, 602).

FIG. 7 shows a display example of a screen on the personal computer 2.

In the example shown in the figure, the fault information is divided into items and displayed. In the column of reference numeral 71, the machine number of the fault, the transaction content, and the transaction amount are displayed. In the column of reference numeral 72,
Display the bank number, branch number, and account number in the account details of the transaction. In the column of reference numeral 73, the status of whether the counter of the host-side center ledger and the automatic transaction device 1 is updated ('completed') or not ('uncompleted') is displayed according to the update status of the transaction counter. To do. In the column of reference numeral 74, the error code of the failure and the operation progress step of the automated teller machine 1 at that time are displayed. In the column of reference numeral 75, the medium held in the automatic transaction device 1 is displayed. The column of reference numeral 76 displays the details of this failure. In the column of reference numeral 77,
Display the remaining status of the medium. In the column of reference numeral 78, the details of the staff member's response to this obstacle are displayed. In addition, "F
When “1” is pressed, the screen shown in FIG. 8 is displayed, and “F1
When “0” is pressed, the information displayed in FIGS. 7 and 8 is directly transferred to the automatic transaction device 1.

FIG. 8 shows the screen when "F1" (jam position display) is pressed in FIG. In the screen shown in the figure, the place where the jam has occurred is displayed in red, for example, and prompts the staff to take measures. When "F2" is pressed on the screen of FIG. 8, the original screen of FIG. 7 is displayed. When “F10” is pressed, the information displayed in FIGS. 7 and 8 is directly transferred to the automatic transaction device 1. Incidentally, since the obstacle shown in FIG. 8 is number 11, it can be seen that it is a jam of the "lower stage conveyance section".

When the automatic transaction apparatus 1 receives the fault information displayed in FIGS. 7 and 8 from the personal computer 2 (step 603), it displays the contents on the internal monitor 18 (steps 507 and 604). . Further, whether or not the above processing has been correctly completed is transmitted from the automatic transaction device 1 to the personal computer 2 (step 605), and the content is displayed on the personal computer 2.

On the other hand, when the personal computer 2 determines in step 503 that the failure of the automated teller machine 1 is unrecoverable, it displays a message indicating that it cannot be recovered (step 508). ), And automatically notifies the personal computer 3 of the maintenance center via the communication line (step 50).
9).

FIG. 10 shows a display example of the screen of the personal computer 3 of the maintenance center.

In the column of reference numeral 101, the branch name of the branch where the failure has occurred is displayed. In the column of reference numeral 102, the machine (machine) in which the failure has occurred is displayed. Code 10
The column 3 shows the date and time when the failure occurred. The error code of the failure is displayed in the column of reference numeral 104. In the column of reference numeral 105, the details of the failure are displayed. Since all the display contents in FIG. 10 are obstacles that the maintenance staff must deal with, the maintenance staff can think of what to prepare and go to the site (location where the failure occurs) promptly, considering what to prepare. it can.

Thus, in the system of this embodiment, when a failure occurs in the automated teller machine 1, the staff does not have to perform the trouble handling by looking at the instruction manual, and further about the failure that the staff cannot handle. Is automatically notified to the personal computer 3 of the maintenance center so that the trouble can be dealt with quickly and accurately.

[0030]

As described above, according to the present invention, it is not necessary for an attendant to understand the contents of a failure and make a judgment, so that the burden on the attendant for dealing with the failure is reduced and the failure is smoothly processed. be able to.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration of a failure management system of an automatic transaction device according to an embodiment of the present invention.

FIG. 2 is a functional block diagram showing a configuration of the automatic transaction device shown in FIG.

FIG. 3 is a diagram showing the contents of failure information notified from an automatic transaction device to a personal computer according to an embodiment of the present invention.

FIG. 4 is a diagram showing the contents of a table in a personal computer that stores in advance information on whether or not a failure that has occurred in the automated teller machine according to an embodiment of the present invention is a recoverable failure.

FIG. 5 is a flowchart showing a fault management operation in the fault management system according to the exemplary embodiment of the present invention.

FIG. 6 is a data transfer diagram in the fault management system according to the embodiment of the present invention.

FIG. 7 is a display example of a screen on a personal computer according to an embodiment of the present invention.

FIG. 8 is a display example of a screen on a personal computer according to an embodiment of the present invention.

FIG. 9 is a display example of a screen on a personal computer according to an embodiment of the present invention.

FIG. 10 is a display example of a screen in the maintenance center according to the embodiment of the present invention.

[Explanation of symbols]

 1 ... Automatic transaction device 2 ... Personal computer (terminal device) 3 ... Maintenance center computer (center device)

Claims (4)

[Claims] 1. A system in which a terminal device manages a failure that occurs in an automatic transaction device, wherein the automatic transaction device notifies the terminal device of the details of the failure when the failure occurs, and a terminal. A processing method display means for displaying a processing response method for the failure notified from the device, and the terminal device, when the content of the failure is notified from the automated teller machine, determines whether the failure can be recovered or not. And a processing method notifying means for notifying the automatic transaction apparatus of a processing response method for the failure when it is determined that the failure can be recovered. 2. A system in which a center device and a terminal device are connected to each other via a communication line, and the center device and the terminal device manage a failure occurring in the automatic transaction device, wherein the automatic transaction device has a failure. At this time, a failure content notifying means for notifying the terminal device of the failure content and a processing method display means for displaying a processing response method for the failure notified from the terminal device are provided, and the terminal device is provided with the content of the failure Is notified, the determining means determines whether or not the failure is recoverable, the processing method notifying means for notifying the automatic transaction device of a processing response method for the failure when the failure is determined to be recoverable, and a recovery failure A failure management system for an automated teller machine, comprising: a non-recoverable notifying means for notifying the center device of a possible failure. 3. A system in which a center device and a terminal device are connected via a communication line, and the center device and the terminal device manage a failure occurring in the automatic transaction device, wherein the automatic transaction device has a failure. At this time, the terminal device is provided with a failure content notifying means for notifying the terminal device of the details of the failure, and a processing method display means for displaying the processing response method for the failure notified from the terminal device or the fact that the failure cannot be recovered. , When the contents of the failure are notified from the automatic transaction device, the determining means for judging whether the failure can be recovered, and when it is determined that the failure is recoverable, the processing means for the failure is notified to the automatic transaction device. And a non-recoverable notifying means for notifying the automatic transaction device and the center device of a failure that cannot be recovered. Fault management system of the automated teller machine that. 4. A system in which a center device and a terminal device are connected via a communication line, and a failure occurred in the automatic transaction device is managed by the center device and the terminal device, wherein the automatic transaction device has a failure. At this time, the terminal device is provided with a failure content notifying means for notifying the terminal device of the details of the failure, and a processing method display means for displaying the processing response method for the failure notified from the terminal device or the fact that the failure cannot be recovered. Is a table that stores in advance information on whether or not each type of failure that occurs in the automatic transaction device is a recoverable failure, and when the content of the failure is notified from the automatic transaction device,
Judgment means for judging whether or not the failure is recoverable based on the information stored in the table, failure content display means for displaying the content of the failure when the failure is determined to be recoverable, and this failure content display A confirmation input means for inputting confirmation of the content of the failure displayed on the means, and a processing method notifying means for notifying the automatic transaction device of a processing response method for the failure when confirmation is input by the confirmation input means. A failure management system for an automatic transaction device, comprising an unrecoverable notifying means for notifying the automatic transaction device and the center device of a failure that cannot be recovered.