JPS62117066A - Countermeasure system for breakdown of automatic teller machine - Google Patents

Abstract

PURPOSE:To display the proper guidance on a display screen for customers by securing such a constitution where a supervisory unit received the error information produces the guidance picture data illustrating the error contents in case an automatic teller machine has the breakdown due to an error. CONSTITUTION:An automatic teller machine ATM 1 having a CRT 10 serving as a display screen is connected to the supervisory equipment 2 of a monitor center through an exclusive circuit or a public telephone line. The equipment 2 contains a memory 22 which stores the picture data and monitors the actions of plural ATM and automatic teller machine of CD. Then a guidance screen is displayed when either one of those ATM and teller machine has a fault. Thus the number (device number), the fault code, the fetching medium and the progress state of the faulty ATM are displayed on the screen. The fault code is obtained by coding the error contents such as the card reader jam (12), the bankbook jam (28), etc.

Description

DETAILED DESCRIPTION OF THE INVENTION (a) Technical Field The present invention relates to a system for dealing with downtime, which displays a predetermined guidance on a display screen when an automatic transaction processing device goes down during operation by a customer.

(b) 1. Existing Invention The automatic transaction processing device down response system according to the present invention is such that when the automatic transaction processing device goes down due to an error, the monitoring device that has received the error information can display guidance screen data corresponding to the error. and send it to the automatic transaction processing device,
By displaying this screen data, the automatic transaction processing device can provide accurate guidance to customers when the automatic transaction processing device, which operates unattended, goes down.

(C) Conventional technology and its drawbacks Automatic transaction processing equipment such as ATMs that are operated unmanned,
If a medium such as a banknote gets stuck inside, or if the mechanical part breaks down, the operation will stop (go down).

In this case, conventionally, an error message stored inside the automatic transaction processing device, for example, ``The transaction is not available at this time.''

Please wait for a little while. ” etc. on the display screen of the automatic transaction processing device 6. Display in . However, with this display content, the customer will be able to understand what is the cause of the downtime, what to do next, and when talking to the staff over the intercom etc. I don't know how to explain this at all, which not only makes customers anxious, but also causes it to take time to resolve the downtime, resulting in a decline in customer service (especially became.

(d1 Purpose of the Invention In view of the above-mentioned drawbacks, the present invention aims to provide a system for dealing with automatic transaction processing equipment downtime, which displays an appropriate guidance screen for customers on its display screen when the automatic transaction processing equipment goes down. purpose.

te1 Structure and Effects of the Invention The present invention provides an automatic transaction processing system comprising an automatic transaction processing device that processes transactions according to a customer's operation, and a monitoring device that monitors the operating state of the automatic transaction processing device. , comprising means for creating guidance screen data for the customer when it is determined that an error has occurred in the automatic transaction processing device, and means for transmitting the created guidance screen data to the automatic transaction processing device, n''+X automatic transaction processing device is characterized by being provided with means for displaying guidance screen data transmitted from the monitoring device on a display screen when an error occurs and the automatic transaction processing device goes down. .

With the above configuration, according to the present invention, when the automatic transaction processing device goes down due to an error,
The monitoring device that receives the error information can create guidance screen data that explains the error details. By transmitting this information to the automatic transaction processing device and displaying it, the customer can accurately understand the cause of the downtime and what to do afterwards, and it is possible to provide accurate service to the customer even in the event of a downtime. Further, even when a customer uses an intercom or the like to talk to an attendant, there is an advantage that since the customer knows the cause of the downtime, prompt action can be taken and the downtime can be quickly resolved.

[) Embodiment FIG. 2 shows a down support system J, which is an embodiment of the present invention.
This is a diagram showing the configuration of an automated transaction processing system.The ATM having a CRTIO display screen is connected to a monitoring device 2 in a monitoring center through a dedicated line or a public telephone line.This monitoring device 2 The operation panel includes a CRT 20 and a keyboard 21, and an internal memory 22 for storing screen data.

FIG. 3 is a diagram showing an example of a screen display of the CR'T' 20 of the monitoring device. Generally, the monitoring device 2 is connected to multiple ATMs.
This screen is displayed when a failure (error) occurs in any of the automated transaction processing devices. The screen displays the number of the ATM where the problem occurred (ATM
machine number), fault code, capture medium, and progress status are displayed.

A fault code is a code that describes the content of the error.
For example, 12-card reader jam 20-card league equipment error 22-usage statement jam 27-passbook equipment error 28-passbook jam, etc.

The captured medium is a medium that has been captured internally and cannot be returned to the customer, and the media name such as "card" or "passbook" is displayed. The progress state is the progress state of a transaction and is indicated by a number for each transaction procedure. Further, at the bottom of the screen, a display is displayed for selecting the basic screen of the guidance screen data to be transmitted to the automatic transaction processing device in which the error has occurred. That is, if the error is caused by a jam in the medium, press 1 on the keyboard 21 to select the basic screen for medium jam; if there is a mechanical failure, press 2 on the keyboard 21.
Press to select the mechanic error basic screen.

FIG. 4 is a diagram showing the basic screen. The same figure (Al shows the basic screen of Media Jar.) If you press the 1 key while the screen in Figure 3 is displayed, the message "(■) cannot be (■).43 will be displayed for a while until the staff comes." Please wait.'' is called out from the memory 22, and by pressing a key on the keyboard 21, a predetermined phrase is selected and applied to the above-mentioned items (1) and (3).

1 key - ■ - card, ■ - return 2 key - ■ - passbook, ■ - return 3 key - ■ - cash, ■ - release 4 key - ■ - receipt, ■ - release These words were applied. The screen is transmitted as guidance screen data to the automatic transaction processing device and displayed on the CRTlo.

In addition, in the same figure (Bl indicates the basic screen for mechanical errors. If you press the 2 key while the screen in Figure 3 is displayed, "(■
) section has broken down. Please wait for a while until the staff comes. '' is called out from the memory 22, and by pressing a key on the keyboard 21, a predetermined phrase is selected and applied to the above-mentioned item (■).

1 key - ■ - Banknote processing 2 key - ■ - Form processing 3 key - ■ - Coin processing 4 key - ■ - Customer service operation The screen to which these words are applied is transmitted as guidance screen data to the automatic transaction processing device and sent to the CRTlo. Is displayed.

FIG. 1 is a flowchart showing the operation for dealing with a failure of the control section of the automatic transaction processing system. When an error occurs in ATMI and this operation starts, step nl (
Hereinafter, step ni will be referred to as car ni. ), the control unit of the ATM self-diagnoses the location where the error has occurred, and displays [Currently unavailable. ” is discontinued.C
Perform on RT 10 (n2). The center monitoring device 2 collects fault information such as error parts and error details found through self-diagnosis.
3), the ATM1 waits to receive the guidance screen data.

The monitoring device 2 that has received the fault information (n4) displays the fault information on the CRT 20 (n5: FIG. 3). When the basic screen is selected by the staff member who has confirmed the details of the error (
n6), read out the basic screen from the memory 22 and CR
Display on T20 (n7: Fig. 4). When an appropriate word or phrase is selected from the displayed screen (n8), a screen to which the word or phrase is applied is displayed (n9), and that screen is sent as guidance screen data to the ATM that caused the error (n10).
).

Received guidance screen data (n11) A TMl displays the guidance screen data on CRTIO (n12)
.

n6 to n8 correspond to "means for creating guidance screen data" of this invention, nlo corresponds to "means for transmitting guidance screen data to automatic transaction processing device" of this invention, and n12 corresponds to "means for creating guidance screen data" of this invention. "Means for displaying screen data".

In this way, according to this automatic transaction processing system, ATM
Even if L goes down due to an error, the monitoring device 2 determines the error content and sends accurate guidance screen data to the ATMI.
, and displayed on CRTIO, that A
Customers who were operating TMl can quickly understand the cause of the downtime and how to deal with it, allowing them to improve service to customers during emergencies, as well as promptly resolving errors based on customer reports. can.

[Brief explanation of drawings]

FIG. 1 is a flowchart showing the down response operation of an automatic transaction processing system equipped with a down response system according to an embodiment of the present invention, FIG. 2 is a diagram showing the configuration of the automatic transaction processing system I, and FIG. Diagrams showing examples of screen displays of the monitoring device of the automatic transaction processing system, FIGS.
FIG. 2 is a diagram showing a screen in the middle of the monitoring device creating guide screen data. 1-ATM, 2-Monitoring device, 1O-CRT.

Claims (1)

[Claims] (1) In an automatic transaction processing system comprising an automatic transaction processing device that processes transactions according to customer operations, and a monitoring device that monitors the operating status of this automatic transaction processing device, the monitoring device has a When it is determined that an error has occurred, means for creating guidance screen data for the customer and means for transmitting the created guidance screen data to the automatic transaction processing device are provided, and the automatic transaction processing device is configured to detect the error. 1. A system for dealing with a downtime of an automatic transaction processing device, comprising means for displaying guidance screen data transmitted from the monitoring device on a display screen when the automatic transaction processing device goes down due to an occurrence of the system.