CN103905555A - Self-service terminal remote assistance method and system - Google Patents

Self-service terminal remote assistance method and system Download PDF

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Publication number
CN103905555A
CN103905555A CN201410140818.3A CN201410140818A CN103905555A CN 103905555 A CN103905555 A CN 103905555A CN 201410140818 A CN201410140818 A CN 201410140818A CN 103905555 A CN103905555 A CN 103905555A
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China
Prior art keywords
user
self
consulting room
remote assistance
terminal
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Pending
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CN201410140818.3A
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Chinese (zh)
Inventor
张劲松
寿砚耕
马燕飞
卢科栋
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Industrial and Commercial Bank of China Ltd ICBC
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Industrial and Commercial Bank of China Ltd ICBC
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Application filed by Industrial and Commercial Bank of China Ltd ICBC filed Critical Industrial and Commercial Bank of China Ltd ICBC
Priority to CN201410140818.3A priority Critical patent/CN103905555A/en
Publication of CN103905555A publication Critical patent/CN103905555A/en
Pending legal-status Critical Current

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Abstract

The invention discloses a self-service terminal remote assistance method and system. The self-service terminal remote assistance system is connected with an assistance terminal, and comprises a help seeking selection module, a voice conversation module and a video transmission module. The voice conversation module is used for setting up voice communication connection with the assistance terminal according to a help seeking command sent by a user. The video transmission module is used for sending screen information of a self-service terminal to the assistance terminal according to a video sharing command in the voice communication connection, and the screen information is displayed for remote assistance staff; the help seeking selection module is used for a user to select if sends out the vide sharing command so as to send the screen information of the self-service terminal to the assistance terminal through the video transmission module.

Description

A kind of remote assistance method of self-aided terminal and system
Technical field
The present invention relates to communication technical field, espespecially a kind of remote assistance method of self-aided terminal and system.
Background technology
At present, along with a large amount of popularization and applications of unattended operation ATM, in the time occurring operating difficulties, want to carry out long-range seeking help, need effective means or the way problem that realizes that long-range immediate interactive is assisted or answer user seeks help for this type of equipment user.In the prior art, normally adopt as the mode of the remote assistance in Windows operating system, solve this problem,, by the long-range ATM that is connected to of the contact staff of bank, realize Screen sharing, by the contact staff of bank complete operation processing together with client.But there is obvious defect in this remote assistance technology, be mainly to have information security hidden danger, the contact staff of bank has seen client's information completely, may cause customer information to give away secrets; In addition in operating process if there is operate miss, cause damage to client, be difficult to carry out confirmation of responsibility.
Summary of the invention
The present invention is directed to the deficiency of the long-range technology of seeking help of aforesaid existing unattended operation automatic teller machine, a kind of remote assistance method and system of self-aided terminal have been proposed on existing self-aided terminal, the method and system can solve the visual remote problem of seeking help, and then give the good interactive experience of this type of terminal use.
For achieving the above object, the present invention proposes a kind of remote assistance method of self-aided terminal, comprising: user sends the instruction of seeking help on self-aided terminal, set up voice call with remote assistance personnel and be connected; In the time that described voice call connects, described user according to demand, sends video shared instruction, the screen message of described self-aided terminal is sent to described remote assistance personnel, and be presented on its screen.
For achieving the above object, the invention allows for a kind of remote assisting system of self-aided terminal, be connected in assistance terminal, comprising: seek help and select module, voice conversation module, video delivery module; Wherein, described voice conversation module, for the instruction of seeking help of sending according to user, sets up voice conversation with described assistance terminal and is connected; Described video delivery module, in the time that described voice call connects, according to described video shared instruction, is sent to assistance terminal by the screen message of self-aided terminal, is shown to remote assistance personnel; The described selection module of seeking help, selects whether send described video shared instruction for user, the screen message of self-aided terminal is sent to assistance terminal by described video delivery module.
By remote assistance method and the system of self-aided terminal of the present invention, thereby realize self-aided terminal and assisted the foundation realization of the voice and video session between terminal to carry out remote assistance to user; And in the time of remote assistance, the screen message of self-aided terminal need to be agreed to just be shown to remote assistance personnel while sharing user, thereby the protection of user profile while having strengthened remote assistance; In the time of user waiting lines or assistance operation, remote assistance personnel can pass through to user's pushing video, and the means of sharing the assistance operations such as screen message improve the good interactive experience sense of user.
Brief description of the drawings
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, does not form limitation of the invention.In the accompanying drawings:
Fig. 1 is the remote assistance method flow chart of the self-aided terminal of one embodiment of the invention.
Fig. 2 is the method flow diagram that the voice call of one embodiment of the invention connects.
Fig. 3 is the voice call flow chart after the login consulting room of one embodiment of the invention.
Fig. 4 is the remote assisting system schematic diagram of the self-aided terminal of one embodiment of the invention.
Fig. 5 is the self-aided terminal conversational device of one embodiment of the invention and the structural representation of assisting terminal.
Fig. 6 is the application schematic diagram of the remote assisting system of the self-aided terminal of the present invention's one specific embodiment.
Fig. 7 is the video flowing direction schematic diagram of the remote assisting system of the self-aided terminal of the present invention's one specific embodiment.
Fig. 8 is the flow chart that the user of the present invention's one specific embodiment utilizes the remote assisting system of self-aided terminal to seek help.
Fig. 9 is the flow chart that the user of another specific embodiment of the present invention utilizes the remote assisting system of self-aided terminal to seek help.
Figure 10 is the self-aided terminal screen schematic diagram of the present invention's one specific embodiment.
Embodiment
Below coordinate preferred embodiment graphic and of the present invention, further set forth the technological means that the present invention takes for reaching predetermined goal of the invention.
Fig. 1 is the remote assistance method flow chart of the self-aided terminal of one embodiment of the invention.As shown in Figure 1, comprising:
Step S101, user sends the instruction of seeking help on self-aided terminal, sets up voice call be connected with remote assistance personnel;
Step S102, in the time that voice call connects, user according to demand, sends video shared instruction, and the screen message of self-aided terminal is sent to remote assistance personnel, and is presented on its screen.
In the present embodiment, in conjunction with Fig. 2, abovementioned steps S101 comprises following detailed step:
Step S1011, receives the instruction of seeking help that user sends, and generates consulting room request for data;
Step S1012, obtains the registering attribute data therein of consulting room according to consulting room request for data;
Step S1013, selects a consulting room and logs according to the login attribute information of consulting room;
Step S1014, sends a speaking request instruction after logging in consulting room, sets up user and is connected with the voice call of the remote assistance personnel in consulting room.
In aforesaid step S1012, the login attribute information of the consulting room obtaining at least comprises: the id number of consulting room, the corresponding remote assistance personnel's of consulting room information, queue number and scheduled time.
In aforesaid step S1013, user can select a free consulting room according to the login attribute information of consulting room, also can automatically select an Attended mode and the minimum best consulting room of the number that waits by self-aided terminal.
In the present embodiment, in conjunction with Fig. 3, be the step being described in detail in step S1014:
Step S1014a, is logging in after consulting room, and user is joined and waits in line queue, and described user can be automatically in request floor state, and the user number data of queuing up above are in real time shown to user, user can be understood and come own user number above.And in the time waiting in line, can also remote assistance personnel's working condition be shown to user by video session; Wherein,
Remote assistance personnel's working condition does not comprise remote assistance personnel's function screen and remote assistance personnel and user's voice conversation content above.
Particularly, in the time that user and remote assistance personnel above seek help consulting, be to carry out audio frequency and video interchange by the mode of " voice private chat ".And the user who queues up below can be by seeing on self-aided terminal that this remote assistance personnel are serving, but can not see or hear the interchange content of essence, to make the user of the service of waiting for take turns to oneself and seek advice from as seeing that entity sales counter shop assistant feel at ease to wait for peacefully the user that arrives first of service above, realize whereby friendly user seek help experience and direct feel.
Step S1014b, user, in the time waiting in line, remote assistance personnel can be shown to user according to actual conditions by the video data prestoring or be greeted to user by remote assistance personnel.
This step can be by remote assistance personnel selection, as pushes some videos that prestore and greet to the user who queues up or with the user who queues up.
Step S1014c, in the time taking turns to this user and carry out session, sets up user and is connected with the voice call of the remote assistance personnel in consulting room.
In the present embodiment, user and remote assistance personnel, during in voice call, remote assistance personnel can be shown to user by the video data of its function screen or instructional video data according to the actual requirements.
In the present embodiment, user and remote assistance personnel during in voice call, user can send the screen message of video shared instruction and the shared self-aided terminal of remote assistance personnel, remote assistance personnel can adjust the screen display mode of self-aided terminal according to actual needs, particularly, the video data of the instructional video that remote personnel can show self-aided terminal or remote assistance personnel's function screen minimizes or hides, make remote assistance personnel check the screen message of self-aided terminal, assisting users operates.
Based on same inventive concept, in the embodiment of the present invention, also provide a kind of remote assisting system of self-aided terminal, as described in the following examples.Because the principle that the remote assisting system of self-aided terminal is dealt with problems is similar to the remote assistance method of self-aided terminal, therefore the enforcement of the remote assisting system of self-aided terminal can be referring to the enforcement of preceding method, repeats part and repeat no more.Following used, term " unit " or " module " can realize the combination of software and/or the hardware of predetermined function.Although the described device of following examples is preferably realized with software, hardware, or the realization of the combination of software and hardware also may and be conceived.
Fig. 4 is the remote assisting system schematic diagram of the self-aided terminal of one embodiment of the invention.As shown in Figure 4, remote assisting system is connected in assists terminal 4, comprising: voice conversation module 1, video delivery module 2, the selection module 3 of seeking help; Wherein,
Voice conversation module 1, for the instruction of seeking help of sending according to user, sets up voice conversation with assistance terminal 4 and is connected;
Video delivery module 2, in the time that voice call connects, according to video shared instruction, is sent to the screen message of self-aided terminal to assist terminal 4, is shown to remote assistance personnel;
Seek help and select module 3, select whether to send video shared instruction for user, the screen message of self-aided terminal is sent to and assists terminal 4 by video delivery module 2.
In conjunction with Fig. 5, the structural representation of the remote assisting system of the self-aided terminal that Fig. 5 is another embodiment of the present invention.As shown in Figure 5, voice conversation module 1 comprises: consulting room application unit 11, consulting room selected cell 12; Assist terminal 4 to comprise: consulting room information acquisition unit 41, session assist in cell 42; Wherein,
Consulting room application unit 11, for according to seeking help instruction, generates consulting room request for data;
Consulting room information acquisition unit 41, for obtaining the registering attribute data therein of consulting room according to consulting room request for data;
Consulting room selected cell 12, for selecting a consulting room to log according to the login attribute information of consulting room, and sends speech request instruction;
Session assist in cell 42, for receiving speaking request instruction, sets up and assists terminal 4 to be connected with the voice call of self-aided terminal.
In the present embodiment, the login attribute information of consulting room comprises: the id number of consulting room, the interior remote assistance personnel's of consulting room information, queue number and scheduled time.
Consulting room selected cell 12, selects a consulting room to log in and comprises: user selects a free consulting room to login or automatically selects an Attended mode and the minimum best consulting room of the number that waits to login by self-aided terminal according to the login attribute information of consulting room.
Shown in Fig. 5, assist terminal 4 also to comprise: consulting room administrative unit 43, for logging in after consulting room user, user is joined and waits in line queue, and the user number data of queuing up is in real time back to self-aided terminal and is shown to user above;
In the present embodiment, video delivery module 2, also in the time that user waits in line, receives the remote assistance personnel's that assist terminal 4 working condition by video session, be shown to user, and wherein, working condition does not comprise remote assistance personnel's operation screen information.
In the present embodiment, video delivery module 2, also for user in the time waiting in line, receive assist terminal send the video data prestoring show or remote assistance personnel to user greet video data, be shown to user.
In the present embodiment, video delivery module 2, also in the time that voice call connects, the video data of the instructional video data that reception assistance terminal 4 sends or remote assistance personnel's function screen, is shown to user.
Shown in Fig. 5, remote assisting system also comprises: video display control module 5, for sending after video shared instruction user, instruction is adjusted in the demonstration that receiving remote assistance personnel send, adjust the screen display mode of self-aided terminal, make to assist terminal 4 and self-aided terminal to share the screen message of self-aided terminal.
Particularly, the screen display mode of adjusting self-aided terminal comprises: the video data of the instructional video data that self-aided terminal is shown or remote assistance personnel's function screen minimizes or hides, make remote assistance personnel check the screen message of self-aided terminal, assisting users operates.
In the present embodiment, self-aided terminal can send immediately the instruction of seeking help after user seeks help, and sets up user and remote assistance personnel's multimedia interaction session.Remote assisting system can which consulting room of automatic decision in Attended mode and add and wait in line the minimum consulting room of number of users.In the time that user carries out session, can automatically gather user's voice signal, and in the situation that user agrees to that video is shared (user selects module 1 to send video shared instruction by seeking help), by video delivery module 2, the VGA signal of self-aided terminal is uploaded to assistance terminal 4, then and then is pushed to remote assistance personnel's assistance equipment.
In addition, this remote assisting system can also be played to user via self-aided terminal conversational device and watch and listen from remote assistance personnel's voice signal, vision signal by voice conversation module 1 and 2 of video delivery modules, and remote assistance personnel are pushed on the guidance document coming, screen that video file is presented at self-aided terminal, how to operate this equipment in order to teach user.
In the present embodiment, when aforementioned self-aided terminal enters in operating state, user can see oneself to also have how many users queuing up above on screen, and can as see at entity sales counter shop assistant serve see user above backstage remote assistance personnel with the activity of answering questions that comes own user above and carry out, but this process of witnessing Site Service is opaque aspect speech exchange, " user that seeks help who enters consulting room below can only see has user exchanging with call center's seat personnel above, but this user cannot hear their interchange content ", also be remote assistance personnel and the exchanging in " voice private chat " state of the user that seeks help above, meanwhile, the screen message of the user who is accepting service after video is shared also only has remote assistance personnel just can see, other are being waited for that the subsequent user of service cannot be seen and are accepting user's the video information of serving.
In the ordinary course of things, what remote assistance personnel can come in rearwards seek help, and user sends " welcoming address " short message that predefined is good, or in the situation that follow-up wait user number is few, the user who allows remote assistance librarian use voice to come in rearwards greets, and would like to ask subsequent user bear with this similar fashion.Accordingly, with regard to having solved telephone recourse mode passive busy and " cannot witness " whether busy shortcoming of attending a banquet of informing in the time that the line is busy, for user has brought better user to experience and mutual impression.
In the present embodiment, assisting terminal 4 is to manipulate consulting room various functions for the remote assistance personnel for backstage.This is that these functions are all controlled by the remote assistance personnel on backstage because front end subscriber self-aided terminal used does not operate the function of consulting room interface layout.That is: when push document such as teaching flash etc. be shown on front end subscriber screen, when front end subscriber screen be displayed in full screen, when be pushed to demonstration lesson document on front end subscriber screen be displayed in full screen, whether front end subscriber screen display layout and own screen display layout be consistent, when can and certain " session " of seeking help between user the function such as closed, these control functions are all provided by the assistance terminal 4 on backstage.For example, the in the situation that the remote assistance personnel on backstage can determining whether according to actual needs the professor's exemplary interface on the screen of self-aided terminal being dwindled or hiding to show separately the content that original self-aided terminal screen should show and share (being that user selects module to send video shared instruction by seeking help) at user's agreement video of seeking help by means of assistance terminal 4, whether call remote assistance personnel watch the operating result showing on user's screen message correct in voice guidance user one side on one side.If desired, the remote assistance personnel on backstage can be again on self-aided terminal screen, teach user how the exemplary interface of proper operation be amplified to full screen display.
In the present embodiment, remote assistance personnel are used for presiding over consulting room, and whether it can determine to allow user add and make a speech, but also can stop at any time user's speech, and can at any time user be asked the appearance of to consulting room.
For the remote assistance method to self-aided terminal and system are more clearly explained, describe below in conjunction with multiple specific embodiments, but it should be noted that this embodiment does not form the present invention the present invention is limited improperly in order to illustrate better.
Embodiment mono-:
Shown in Fig. 6 and Fig. 7, Fig. 6 is the application schematic diagram of the remote assisting system of the self-aided terminal of the present invention's one specific embodiment; Fig. 7 is the video flowing direction schematic diagram of the remote assisting system of the self-aided terminal of the present invention's one specific embodiment.
As shown in FIG. 6 and 7, on self-aided terminal 7, be provided with the button 71 of seeking help, the shared button 72 of video, automatic terminal display screen 73, self-aided terminal remote assistance device 74 and self-aided terminal main frame 75 are installed in self-aided terminal 7.
Seek help button 71, video shared button 72, automatic terminal display screen 73, self-aided terminal main frame 75 and connected self-aided terminal remote assistance device 74, and self-aided terminal remote assistance device 74 is connected with assistance terminal 8 by private network.
Self-aided terminal remote assistance device 74 is a hardware device, in this equipment, be integrated with voice conversation module, the video delivery module of mentioning in earlier figures 4, Fig. 5, the modules such as selecting module, video display control module of seeking help, it can realize all functions of aforementioned modules.Assistance terminal 8 in the present embodiment is same device with the assistance terminal that earlier figures 4, Fig. 5 mention.
In the present embodiment, when user operates on self-aided terminal 7, self-aided terminal main frame 75 can directly be presented at operation demonstration information on automatic terminal display screen 73.If met difficulty when user operates, need to seek help time, can select to knock the button 71 of seeking help and ask for help.Self-aided terminal remote assistance device 74 can join user in consulting room according to the instruction of seeking help accordingly.If user need to share to remote assistance personnel by the screen message of oneself, can knock video and share button 72, self-aided terminal remote assistance device 74 can be sent to user's screen message to assist terminal 8, is shown to remote assistance personnel.
In this specific embodiment, the remote assisting system of aforementioned self-aided terminal can adopt the Session Initiation Protocol of light and convenient expansion as communication protocol, adopts C/S Internet Transmission mode as network configuration; Wherein,
SIP(Session initiation Protocol) be by IETF(Internet engineering duty group) propose IP phone signaling protocol.Based on Session Initiation Protocol standard, traditional voice and value-added service are integrated, and provide the Video service in up-to-date instant messaging service and IP network, and can provide for other more valued added applications service providers the platform with high scalability of a standard.SIP is for initiation session, and it can control foundation and the termination of the Multimedia session of multiple participants' participation, and can dynamically adjust and revise session attribute.
C/S framework is a kind of communication mode forwarding based on server, and it has stable, the reliable feature of transmission.Along with the continuous improvement of network condition and the raising day by day of server cost performance, and the number of users huge with respect to telecommunications, the very limited feature of banking terminal user concurrent quantity, customer end/server mode is the Technical Architecture that can ensure at present commercialization long-range (TCP/IP) network multimedia communication quality.
The remote assisting system of the self-aided terminal building in sum, can either ensure high-quality multi-media communication (QoS), can carry out integrated design and realization with the help system of the Net silver user based on web application again, the problem so that solution visual remote is sought help, and then give the good interactive experience of this type of terminal use.The present invention has carried out separate design to server section, makes server cluster both can separate in logic deployment, also can separate physically deployment, gives the convenience of System Implementation unit's system deployment more flexibly and the controllability of cost aspect with this.
Embodiment bis-:
In conjunction with Fig. 6 and Fig. 7, the button 71 of seeking help in Fig. 6 is a specific embodiment of the present invention with the position that the shared button 72 of video arranges.User can knock in order to set up session communication with remote assistance personnel seek help button 71 and the shared button 72 of video at self-aided terminal 7.
In the present embodiment, these two buttons can be " on & off switches ", and user knocks odd number and time seeks help button 71 or even number while seeking help button 71, can set up or cancellation and remote assistance personnel's conversational communication.
In addition, for the automatic terminal of touch-screen class, also can add in addition this type of button of seeking help; And in the aforementioned embodiment, it is mainly for the automatic teller machine with metal key-press that seek help button 71 and video are shared the layout of button 72.
In conjunction with Fig. 7, under general case, when user operates self-aided terminal 7, the VGA signal (ordinary video stream: thin-line arrow in Fig. 7) when self-aided terminal main frame 75 can operate user is sent to self-aided terminal display 73.
In the time that user needs remote assistance, user can knock the button 71 of seeking help, and by self-aided terminal conversational device 74, user is joined in consulting room, and remote assistance personnel can be by assisting terminal 8 and user to carry out voice conversation communication, assisting users operation.And remote assistance personnel can also watch (remote assistance video flowing: dotted arrow in Fig. 7) to user by pushing video or by the screen display of oneself, operate with assisting users.
When user need to share to remote assistance personnel by the screen message of oneself, when asking for help better, can knock video and share button 72, VGA signal (user shares video flowing: thick-line arrow in Fig. 7) when self-aided terminal conversational device 74 can operate user is uploaded to assists terminal 8, then and then pushes to the effect that the computer screen of assistance terminal 8 is shown.So that remote assistance personnel can be operated by more direct assisting users.
It is not want that user the screen message of guaranteeing ATM while carrying out screen broadcasting do not seen by seat personnel that video is shared the object of button 72, whereby user is carried out the discretionary protection of private information.
In the present embodiment, 74 of self-aided terminal conversational devices have changed the connection trend of original this kind equipment VGA cable, make the long-range terminal equipment of seeking help in following series connection link, that is: access self-aided terminal conversational device 74 from the VGA cable of unattended self-service terminal 7, then outputed to by self-aided terminal conversational device 74 on the display 71 of unattended self-service terminal 7.This self-aided terminal conversational device 74 powers up startup, and without artificially intervening, power-off is closed again.
In the present embodiment, self-aided terminal 7 powers up in running order, but in order to save the network bandwidth, now self-aided terminal 7 is not in logging in and enter consulting room consulting state.After user has knocked the button 71 of seeking help, this hammer action is regarded as and allows self-aided terminal 7 log in into the order of the assistance terminal 8 of remote assisting system, and automatically enters Attended mode and at the minimum consulting room of meeting number.If user wants to leave after entering consulting room midway, as long as again knock the button 71 of seeking help; Now, knock the button 71 of seeking help and be regarded as the order of the assistance terminal 8 that exits remote assisting system.Exchange for the ease of carrying out audio frequency and video between user and remote assistance personnel, be designed with audio & video equipment at the User Interface (interface) of automatic terminal 7, between itself and self-aided terminal 7, be connected by communication cable.
Embodiment tri-:
Shown in Fig. 8, the flow chart that utilizes the remote assisting system of self-aided terminal to seek help for the user of the present invention's one specific embodiment.Wherein, comprise the following steps:
Step S901, user needs transacting business, operation self-aided terminal.
Step S902, whether user needs the remote assistance personnel that seek help in operation.Need to perform step S903, not need to perform step S919, continue independent operation.
Step S903, user knocks the button of seeking help.
Step S904, signs in to consulting room automatically, waits in line to enter.User also can oneself select a consulting room login.
Step S905, according to queue number, user can select to continue to wait for, continues execution step S906 or abandons queuing up execution step S919.
Step S906, user waits in line.In the time queuing up, user can watch current remote assistance personnel's operating state, and remote worker can be pushed to user by instructional video and watch.
Step S907, in the time taking turns to user and carry out voice conversation, self-aided terminal with assist terminal to set up speech communication to be connected.
Step S908, whether user can carry out voice conversation with remote assistance personnel, and can select to allow remote assistance personnel understand the screen message of oneself according to the situation of oneself.To perform step S909, otherwise execution step S914.
Step S909, user knocks video and shares button.
Step S910, user can share edge joint by video and be instructed limit to operate.Remote assistance personnel can be according to user's screen message, assisting users complete operation.
Step S911, whether user's problem solves, if unresolved, returns to step S910.If solve, perform step S912.
Step S912, whether user will finish video is shared, and is to perform step S913, otherwise returns to step S910.
Step S913, user again knocks video and shares button.
Step S914, after the guidance operation by remote assistance personnel, whether user will finish voice conversation, be to perform step S919, otherwise execution step S915.
Step S915, user continues operation self-aided terminal under the guidance of voice conversation.
Step S916, whether user's operation is correct, is to perform step S917, otherwise returns to step S907, re-starts voice conversation.
Step S917, whether user also needs to seek advice from other problems, if there is no other problems, continues execution step S918, if there is other problems, returns to execution step S907, re-starts voice conversation.
Step S918, user knocks the button of seeking help again.Finish remote assistance.
Step S919, user's independent operation self-aided terminal, finishing service is handled.
Step S920, end operation.
Embodiment tetra-:
In conjunction with Fig. 9, Fig. 9 is the flow chart that the user of another specific embodiment of the present invention utilizes the remote assisting system of self-aided terminal to seek help.As shown in Figure 9, comprise the following steps:
Step S1201, user needs transacting business, operation self-aided terminal.
Step S1202, whether user needs is sought help, and proceeds operation if do not need, and execution step S1203, if desired seeks help and knocks the button of seeking help, execution step S1204.
Step S1203, in the situation that user does not need to seek help, the original contents that the direct demonstration of self-aided terminal screen originally had main process equipment to send.
Step S1204, in the situation that user wants help, whether user needs the screen message of oneself to share to remote assistance personnel, is to perform step S1205, otherwise execution step S1208.
Step S1205, in the situation that user needs video to share help, self-aided terminal conversational device is respectively delivering to automatic terminal display screen from the assistance data of terminal and the video data transmitting of self-aided terminal main process equipment; Also the screen message of self-aided terminal is sent to assistance terminal simultaneously.
Step S1206, whether user wants end session, is to perform step S1209, otherwise continues execution step S1205.
Step S1207, in the situation that user does not need video to share help, self-aided terminal conversational device is respectively delivering to automatic terminal display screen from the assistance data of terminal and the video data transmitting of self-aided terminal main process equipment; But do not transmit the screen message of self-aided terminal to assisting terminal, remote assistance personnel cannot see the screen message of self-aided terminal.
Step S1208, whether user wants end session, is to perform step S1209, otherwise continues execution step S1207.
Step S1209, user's independent operation self-aided terminal finishing service is handled.
Step S1210, end operation.
In the present embodiment, when actual use procedure, can run into some users and not yet enter the state of seeking help and knock video and share button, so must there be a basic judgement, judge that whether this user is in consulting room the inside.If do not enter consulting room, just must eject information, point out this user to knock the button of seeking help, to first enter consulting room and obtain the floor.
Embodiment five:
In this specific embodiment, be illustrated as an example of bank ATM example, but this does not illustrate that the present invention only limits to the application of the bank field for example, but comprised the range of application that the remote interaction of all self-service terminals is sought help.Implementation method of the present invention comprise following several operation link:
1, bank management department (admin user) in advance can be by assisting terminal to distribute a fixing login account as " xx ATM " to every ATM, the identity characteristic that this account indicates shows that this user has the authority of request floor and application transmission tone video after entering consulting room, but must after obtain remote assistance personnel mandate, just can make a speech and upload the data such as audio frequency and video; The specific practice of its account management is after user name, to add different suffix to be distinguished according to class of subscriber, and this account allocation manager pattern is conducive to the accurate management of relevant department to ATM.
2, user knocks the button of seeking help, complete with SUBSCRIBEHE and NOTIFY that to obtain consulting room (be the list that user queues up of seeking help of list and consulting room the inside, ATM user sends SUBSCRIBEHE message to central server and represents that client will obtain the information such as consulting room list, which consulting room the inside Attended mode, which consulting room the inside number be minimum, assists terminal to return to NOTIFY subsidiary consulting room address and corresponding consulting room id number thereof.
3, user starts to assisting terminal to initiate the request of which meeting room Attended mode of automatic decision after knocking the button of seeking help, initiate to enter Attended mode and the request at the minimum meeting room of meeting number to conference control server simultaneously, after target approach consulting room, make a speech and ask audio video transmission state in request simultaneously.
4, the remote assistance personnel in consulting room are after the request of seeking help that receives the user that seeks help, according to the order of first come, first served, with arrive first consultant and carry out long-range communication in " private chat " mode, late comer is in waiting in line state, only have etc. counsel user consulting above finish after host just can open user's following closely speaking request.
5, the type of service that remote assistance personnel seek help according to user decides the Teaching Document that pushes what content to show to user's screen.
6, remote assistance personnel exchange according to user interaction in the degree of understanding fed back determine whether to be displayed in full screen one's own side and be pushed to education and guidance data on user's screen as files such as flash; In the situation that user agrees to that video is shared (be user knock video share button), whether remote assistance personnel can also be certainly to hide the demonstration of the data that one's own side pushes and the information of carrying out self-help teller machine is displayed in full screen according to actual conditions.
7, when consulting finishes, both can again knock the button of seeking help by user, also can please this user leave by remote assistance personnel's manipulation function the order of consulting room.
8,, when consulting finishes, server system is automatically recorded and is entered each consulting room number of user of seeking help, and provides output window for administrative department.
Embodiment six:
Shown in Figure 10, it is the self-aided terminal screen schematic diagram of the present invention's one specific embodiment.As shown in figure 10, comprise with lower area when self-aided terminal screen display: business handling district 1301, remote assistance personnel video image viewing area 1302, page switching push button 1303, consulting room queuing list viewing area 1304.Wherein,
Business handling district 1301 accounts for screen larger area, can show the screen content of self-help teller machine main frame transmission, also can show instructional video, flash or PPT document etc. that remote assistance personnel send.
Remote assistance personnel video image viewing area 1302 shows the operating state that remote assistance personnel are current.
Page switching push button 1303 is handled district's 1301 displaying contents for service switchover, and displaying contents can comprise: the instructional video that remote assistance personnel send or the original contents of self-help teller machine main frame.
Consulting room queuing list viewing area 1304 shows the queueing condition of each consulting room.
By remote assistance method and the system of self-aided terminal of the present invention, thereby realize self-aided terminal and assisted the foundation realization of the voice and video session between terminal to carry out remote assistance to user; And in the time of remote assistance, the screen message of self-aided terminal need to be agreed to just be shown to remote assistance personnel while sharing user, thereby the protection of user profile while having strengthened remote assistance; In the time of user waiting lines or assistance operation, remote assistance personnel can pass through to user's pushing video, and the means of sharing the assistance operations such as screen message improve the good interactive experience sense of user.
Above-described specific embodiment; object of the present invention, technical scheme and beneficial effect are further described; institute is understood that; the foregoing is only specific embodiments of the invention; the protection range being not intended to limit the present invention; within the spirit and principles in the present invention all, any amendment of making, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.

Claims (19)

1. a remote assistance method for self-aided terminal, is characterized in that, comprising:
User sends the instruction of seeking help on self-aided terminal, sets up voice call be connected with remote assistance personnel;
In the time that described voice call connects, described user according to demand, sends video shared instruction, the screen message of described self-aided terminal is sent to described remote assistance personnel, and be presented on its screen.
2. method according to claim 1, is characterized in that, described user sends the instruction of seeking help on self-aided terminal, sets up voice call be connected and comprise with remote assistance personnel:
Receive the instruction of seeking help that described user sends, generate consulting room request for data;
Obtain the registering attribute data therein of consulting room according to described consulting room request for data;
Select a consulting room and log according to the login attribute information of described consulting room;
After logging in described consulting room, send a speaking request instruction, set up described user and be connected with the voice call of the remote assistance personnel in described consulting room.
3. method according to claim 2, is characterized in that, the login attribute information of described consulting room comprises: the id number of consulting room, the interior remote assistance personnel's of consulting room information, queue number and scheduled time.
4. method according to claim 3, is characterized in that, the described login attribute information according to described consulting room is selected a consulting room and log in to comprise:
Described user selects a free consulting room or automatically selects an Attended mode and the minimum best consulting room of the number that waits by described self-aided terminal according to the login attribute information of described consulting room.
5. method according to claim 4, is characterized in that, described in send a speaking request instruction after logging in described consulting room, set up described user and be connected and comprise with the voice call of the remote assistance personnel in described consulting room:
Logging in after described consulting room, described user is joined and waits in line queue, and the user number data of queuing up above are in real time shown to described user, by video session, described remote assistance personnel's working condition is shown to user; Wherein,
Described remote assistance personnel's working condition does not comprise described remote assistance personnel's function screen and described remote assistance personnel and user's voice conversation content above.
6. method according to claim 5, is characterized in that, described method also comprises:
Described user, in the time waiting in line, described remote assistance personnel are shown to described user by the video data prestoring or are greeted to described user by described remote assistance personnel.
7. method according to claim 1, is characterized in that, described method also comprises:
In the time that described voice call connects, the video data of instructional video data or described remote assistance personnel's function screen is shown to described user by described remote assistance personnel.
8. method according to claim 7, is characterized in that, described method also comprises:
In the time that described voice call connects, when described user sends after video shared instruction, described remote assistance personnel adjust the screen display mode of self-aided terminal according to actual needs, make described remote assistance personnel and described user share the screen message of described self-aided terminal.
9. method according to claim 8, it is characterized in that, it is described in the time that described voice call connects, when described user sends after video shared instruction, described remote assistance personnel adjust the screen display mode of self-aided terminal according to actual needs, and the screen message that makes described remote assistance personnel and described user share described self-aided terminal also comprises:
The video data of the instructional video that described remote personnel shows described self-aided terminal or described remote assistance personnel's function screen minimizes or hides, and makes remote assistance personnel check the screen message of described self-aided terminal, and assisting users operates.
10. a remote assisting system for self-aided terminal, is characterized in that, described remote assisting system is connected in assistance terminal, comprising: seek help and select module, voice conversation module, video delivery module; Wherein,
Described voice conversation module, for the instruction of seeking help of sending according to user, sets up voice conversation with described assistance terminal and is connected;
Described video delivery module, in the time that described voice call connects, according to described video shared instruction, is sent to assistance terminal by the screen message of self-aided terminal, is shown to remote assistance personnel;
The described selection module of seeking help, selects whether send described video shared instruction for user, the screen message of self-aided terminal is sent to assistance terminal by described video delivery module.
11. systems according to claim 10, is characterized in that, described voice conversation module comprises: consulting room application unit, consulting room selected cell; Described assistance terminal comprises: consulting room information acquisition unit, session assist in cell; Wherein,
Described consulting room application unit, for the instruction of seeking help described in basis, generates consulting room request for data;
Described consulting room information acquisition unit, for obtaining the registering attribute data therein of consulting room according to described consulting room request for data;
Described consulting room selected cell, for selecting a consulting room to log according to the login attribute information of described consulting room, and sends speech request instruction;
Described session assist in cell, for receiving described speaking request instruction, sets up described assistance terminal and is connected with the voice call of described self-aided terminal.
12. systems according to claim 11, is characterized in that, the login attribute information of described consulting room comprises: the id number of consulting room, the interior remote assistance personnel's of consulting room information, queue number and scheduled time.
13. systems according to claim 12, is characterized in that, described consulting room selected cell, for selecting a consulting room to log according to the login attribute information of described consulting room, and send speech request instruction comprise:
Described user selects a free consulting room to login or automatically selects an Attended mode and the minimum best consulting room of the number that waits to login by described self-aided terminal according to the login attribute information of described consulting room.
14. systems according to claim 13, it is characterized in that, described assistance terminal also comprises: consulting room administrative unit, for logging in after described consulting room described user, described user is joined and waits in line queue, and the user number data of queuing up above are in real time back to described self-aided terminal and are shown to described user.
15. systems according to claim 14, it is characterized in that, described video delivery module, also in the time that described user waits in line, receive the remote assistance personnel's of described assistance terminal working condition by video session, be shown to described user, wherein, described working condition does not comprise described remote assistance personnel's operation screen information.
16. systems according to claim 14, it is characterized in that, described video delivery module, also for described user in the time waiting in line, receive the video data prestoring of described assistance terminal transmission or the video data that described remote assistance personnel greet to described user, be shown to described user.
17. systems according to claim 10, it is characterized in that, described video delivery module, also in the time that described voice call connects, the video data that receives the instructional video data of described assistance terminal transmission or described remote assistance personnel's function screen, is shown to described user.
18. systems according to claim 17, it is characterized in that, described remote assisting system also comprises: video display control module, for sending after video shared instruction user, instruction is adjusted in the demonstration that receiving remote assistance personnel send, adjust the screen display mode of self-aided terminal, make described assistance terminal and described self-aided terminal share the screen message of described self-aided terminal.
19. systems according to claim 18, it is characterized in that, the screen display mode that described video display control module is adjusted self-aided terminal comprises: the video data of the described instructional video data that self-aided terminal is shown or described remote assistance personnel's function screen minimizes or hides, make remote assistance personnel check the screen message of described self-aided terminal, assisting users operates.
CN201410140818.3A 2014-04-09 2014-04-09 Self-service terminal remote assistance method and system Pending CN103905555A (en)

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