CN108682087B - Method and system for maintaining fault of terminal equipment and computer readable storage medium - Google Patents
Method and system for maintaining fault of terminal equipment and computer readable storage medium Download PDFInfo
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- CN108682087B CN108682087B CN201810420682.XA CN201810420682A CN108682087B CN 108682087 B CN108682087 B CN 108682087B CN 201810420682 A CN201810420682 A CN 201810420682A CN 108682087 B CN108682087 B CN 108682087B
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F19/00—Complete banking systems; Coded card-freed arrangements adapted for dispensing or receiving monies or the like and posting such transactions to existing accounts, e.g. automatic teller machines
- G07F19/20—Automatic teller machines [ATMs]
- G07F19/209—Monitoring, auditing or diagnose of functioning of ATMs
Abstract
The invention discloses a terminal equipment fault maintenance method, which is applied to a terminal equipment fault maintenance system comprising a detection device, a network server, a central server and portable equipment, and comprises the following steps: the detection device detects whether the terminal equipment has faults in real time and sends the collected fault information to a website server; the network server judges the maintenance difficulty according to the fault information; when the fault is a simple fault, the network server directly informs the network staff to process the fault; and when the fault is a complex fault, the network server sends the fault information to a central server for distribution. The embodiment of the invention also discloses a system for maintaining the fault of the terminal equipment and a computer readable storage medium. Therefore, a complete fault detection, analysis and distribution maintenance process can be provided, the maintenance service quality and the response efficiency are improved, human errors are reduced, and the waste of manpower and time is reduced.
Description
Technical Field
The invention relates to the technical field of currency exchange, in particular to a method and a system for maintaining fault of terminal equipment and a computer readable storage medium.
Background
Currently, when an Automated Teller Machine (ATM) fails, a staff at a bank outlet may be required to report to a repair center system, and then the repair center system distributes a maintenance staff to handle the repair work of the failure. However, manual repair work may have various errors and waste manpower. If the fault detection device directly reports the fault to the reporting and repairing center system, the simple fault (such as paper jam) can be handled by bank staff, and the system waiting for the reporting and repairing center system to arrange maintenance staff can cause waste of manpower and time.
Disclosure of Invention
The invention mainly aims to provide a method and a system for maintaining the fault of terminal equipment and a computer readable storage medium, which are used for realizing the whole maintenance processes of fault detection, analysis, distribution and the like.
In order to achieve the above object, the present invention provides a method for maintaining a fault of a terminal device, which is applied to a system for maintaining a fault of a terminal device including a detection apparatus, a network server, a central server, and a portable device, and the method includes the steps of:
the detection device detects whether the terminal equipment has faults in real time and sends the collected fault information to the website server;
the network server judges the maintenance difficulty according to the fault information;
when the fault is a simple fault, the network server directly informs the network staff to process the fault; and
and when the fault is a complex fault, the network server sends the fault information to the central server for distribution.
Optionally, the method further comprises the step of:
the central server classifies and grades the fault according to the fault information;
the central server distributes corresponding maintenance personnel for the fault according to the classification and grading results;
and the central server sends the maintenance task containing the fault information to the portable equipment corresponding to the distributed maintenance personnel.
Optionally, the method further comprises the step of:
the portable equipment receives the maintenance task sent by the central server and prompts a user; and
the portable equipment receives the confirmation operation of the user on the maintenance task and feeds the confirmation operation back to the central server; or
And the portable equipment receives the rejection or transfer operation of the user on the maintenance task and feeds the rejection or transfer operation back to the central server.
Optionally, the method further comprises the step of:
the portable equipment receives the maintenance progress condition and the detailed fault reason fed back by the user;
and the website server receives the scores of the website workers on the distributed maintenance personnel and feeds the scores back to the central server.
Optionally, the method further comprises the step of:
and the central server periodically performs big data analysis according to the received fault information so as to search for the terminal equipment with abnormal fault rate and output an analysis report.
Optionally, the step of the website server determining the maintenance difficulty according to the fault information includes:
and after receiving the fault information, the website server reads the fault codes contained in the fault information, and inquires the maintenance difficulty level corresponding to the fault codes from a pre-stored first inquiry list so as to determine that the fault is a simple fault or a complex fault.
Optionally, the step of classifying and grading the fault according to the fault information includes:
and after receiving the fault information, the central server reads the fault codes contained in the fault information, and inquires the fault type and the level corresponding to the fault codes from a second inquiry list stored in advance.
Optionally, the step of assigning a corresponding service person to the fault according to the classification and classification result includes:
after the central server inquires the fault type and the level corresponding to the fault code, the central server inquires maintenance personnel corresponding to the fault type and the level from a third pre-stored inquiry list, so that the maintenance task of the fault is distributed to the inquired maintenance personnel.
In addition, in order to achieve the above object, the present invention further provides a terminal device fault maintenance system, where the terminal device fault maintenance system includes: the system comprises a detection device, a network server, a central server and a portable device, wherein the terminal device fault maintenance system realizes the steps of the terminal device fault maintenance method during operation.
Further, to achieve the above object, the present invention also provides a computer readable storage medium, where a terminal equipment fault maintenance program is stored, and when executed by a processor, the terminal equipment fault maintenance program implements the steps of the terminal equipment fault maintenance method as described above.
The method, the system and the computer readable storage medium for maintaining the fault of the terminal equipment can provide a complete maintenance flow of fault detection, analysis and distribution, improve the quality of maintenance service and response efficiency, reduce human errors and reduce the waste of manpower and time.
Drawings
Fig. 1 is an architecture diagram of a terminal equipment fault maintenance system according to a first embodiment of the present invention;
fig. 2 is a flowchart of a method for maintaining a fault of a terminal device according to a second embodiment of the present invention;
fig. 3 is a flowchart of a method for maintaining a fault of a terminal device according to a third embodiment of the present invention;
fig. 4 is a flowchart of a method for maintaining a fault of a terminal device according to a fourth embodiment of the present invention;
fig. 5 is a flowchart of a method for maintaining a fault of a terminal device according to a fifth embodiment of the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Example one
Referring to fig. 1, a first embodiment of the present invention provides a terminal equipment fault maintenance system 1. In this embodiment, the terminal equipment failure maintenance system 1 includes, but is not limited to, a detection device 11, a site server 12, a central server 13, and a portable device 14, and is used for performing failure detection and analysis on the terminal equipment 2, and distributing the failure detection and analysis to corresponding personnel for maintenance. In the terminal equipment fault maintenance system 1, there may be one or more of each of the above devices (only one is shown in fig. 1 as an example), and the number may be set according to actual needs. The detection device 11, the website server 12, the central server 13 and the portable device 14 are in data communication through a wired or wireless network. In this embodiment and the following embodiments, the terminal device 2 is taken as an ATM terminal as an example for explanation.
The detection device 11 may be a sensor or include a sensor component, and is installed inside or near the terminal device 2, and configured to detect whether the terminal device 2 has a fault in real time, and send collected fault information to the website server 12.
The website server 12 is a server of a website where the terminal device 2 is located, for example, a server of a bank website where an ATM terminal is located, and is configured to determine a maintenance difficulty according to the fault information sent by the detection device 11. If the fault is a simple fault, directly informing the network point staff to process. And if the fault is a complex fault, sending fault information to the central server 13.
The central server 13 is configured to classify and grade the fault according to the received fault information, and then distribute the fault to a corresponding maintenance worker (after-market engineer) for processing according to the classification and grading result. In this embodiment, the central server 13 transmits a maintenance task including the failure information to the portable device 14 of the assigned maintenance person, and notifies the maintenance person to perform maintenance on the failure.
The portable device 14 may be a portable electronic device such as a mobile phone, a tablet computer, a notebook computer, etc., and is configured to receive the maintenance task sent by the central server 13, prompt the user (the assigned maintenance staff), receive confirmation operation of the user on the maintenance task, and feed the confirmation operation back to the central server 13. Further, the portable device 14 is also used for receiving user feedback of maintenance progress and detailed failure causes.
Further, the central server 13 is further configured to periodically perform big data analysis according to the received fault information, so as to search for the terminal device 2 with an abnormal fault rate, and output an analysis report. The analysis report can be referred for improvement by research and development, after-sale and other departments.
Further, the website server 12 is further configured to receive scores of response speed, service attitude, and maintenance quality of website workers to the assigned maintenance personnel, and then feed the scores back to the central server 13 to serve as an assessment basis for the maintenance personnel.
Further, the portable device 14 is also configured to receive a rejection or transfer operation of the maintenance task from the user, and feed back the rejection or transfer operation to the central server 13.
The terminal equipment fault maintenance system 1 can realize a terminal equipment fault maintenance method, complete the whole maintenance processes of fault detection, analysis, distribution and the like, improve the service quality and reduce human errors. The specific steps of the terminal equipment fault maintenance method are described below with reference to fig. 2 to 5.
Example two
Referring to fig. 2, a second embodiment of the present invention provides a method for maintaining a fault of a terminal device, which is applied to the system 1 for maintaining a fault of a terminal device. In this embodiment, the execution order of the steps in the flowchart shown in fig. 2 may be changed and some steps may be omitted according to different requirements. The method comprises the following steps:
s100, the detection device 11 detects whether the terminal device 2 has a fault in real time, and sends the collected fault information to the website server 12.
Specifically, the detection device 11 may be a sensor or include a sensor component, and by using the sensor, the operation state of the terminal device 2 may be detected in real time to determine whether a fault occurs. When a fault is detected, the detection device 11 records fault information, where the fault information includes a fault code, a fault component, a terminal device number, a network point number, a fault occurrence time, and the like. Then, the detection device 11 may send the collected failure information to the site server 12 in real time or in a timed manner to process the discovered failure.
S102, the website server 12 judges the maintenance difficulty according to the fault information sent by the detection device 11. If the failure is a simple failure, step S104 is executed. If the fault is a complex fault, step S106 is executed.
Specifically, a first query list may be maintained in the site server 12, in which all fault codes and corresponding repair difficulty levels are recorded. The maintenance difficulty level can be directly simple faults and complex faults, and can also be a level sequence, such as primary faults, secondary faults, tertiary faults and the like, wherein the primary faults and the secondary faults are set as complex faults, and the tertiary faults are set as common faults. After receiving the fault information, the website server 12 reads the fault code, and queries the maintenance difficulty level corresponding to the fault code from the first query list to determine that the fault is a simple fault or a complex fault.
S104, the website server 12 directly informs the website staff to process the fault.
Specifically, for simple faults, such as replacement of a cash box, replacement of receipt printing paper, paper jam and the like, a professional maintenance worker does not need to be informed, and the network worker can perform self-processing, so that time is saved, and manpower of the maintenance worker is not wasted. After the website server 12 determines that the fault is a simple fault, it notifies the staff of the website to process the fault according to a preset notification method. The preset notification mode can be text prompt such as mail and system information, or voice prompt such as broadcast.
S106, the website server 12 sends the fault information to the central server 13.
Specifically, for a complex fault, the staff at the site cannot handle the fault by himself, and the fault needs to be reported to the central server 13 and handled by a professional serviceman. After the website server 12 determines that the fault is a complex fault, the fault information is sent to the central server 13, so that the central server 13 allocates corresponding maintenance personnel according to the fault information.
According to the method for maintaining the fault of the terminal equipment, when the detection device 11 detects that the terminal equipment 2 has the fault, the fault can be preliminarily judged in the network point server 12, for a simple fault, a network point worker is directly informed to process the simple fault, and a complex fault is reported to the central server 13, so that the maintenance time and the labor power of a maintenance worker are saved, and the maintenance efficiency is improved.
EXAMPLE III
As shown in fig. 3, a third embodiment of the present invention provides a method for maintaining a fault of a terminal device. In the third embodiment, steps S200 to S206 of the terminal device fault maintenance method are similar to steps S100 to S106 of the first embodiment, except that the method further includes the following steps:
s208, the central server 13 classifies and ranks the fault according to the received fault information.
Specifically, since the faults occurring in the terminal device 2 may include various types, such as hardware faults, software faults, and the like, not every serviceman can handle all faults, for example, some servicemen can only handle hardware faults, and some servicemen can only handle software faults. In addition, for the same type of fault, there may be a difference in maintenance difficulty, and a less experienced maintenance person may not be able to handle the fault with a greater maintenance difficulty, or the fault with a greater difficulty may require multiple maintenance persons to handle the fault cooperatively. Therefore, after receiving the failure information, the central server 13 classifies and classifies the failure first, and then the maintenance task of the failure can be distributed to the most suitable maintenance personnel.
The central server 13 may store a second lookup list in which all fault codes and corresponding fault types and levels are recorded. After receiving the fault information, the central server 13 reads the fault code, and queries the fault type and level corresponding to the fault code from the second query list.
And S210, the central server 13 allocates corresponding maintenance personnel for the fault according to the classification and grading result.
Specifically, the central server 13 may further store a third query list, in which a list of maintenance personnel (which may also include the number of required maintenance personnel) corresponding to each fault type and level is recorded. After inquiring the fault type and level corresponding to the fault code, the central server 13 inquires the maintenance personnel corresponding to the fault type and level from the third inquiry list, so as to allocate the maintenance task of the fault to the inquired maintenance personnel. In this embodiment, there may be more than one serviceman corresponding to each fault type and level recorded in the third query list, and the central server 13 may select a required number of servicemen from the corresponding serviceman list randomly or in a predetermined order. In other embodiments, the central server 13 may further perform comprehensive consideration according to information such as whether each maintenance person in the corresponding maintenance person list has been assigned a maintenance task, a network point area for each maintenance person, whether current time of each maintenance person is current time, and the like, and select a required number of maintenance persons to assign the maintenance task.
S212, the central server 13 sends the maintenance task to the portable device 14 corresponding to the assigned maintenance person.
Specifically, after the corresponding service person is allocated, the central server 13 sends a service task to the portable device 14 corresponding to the allocated service person to notify the service person to perform service on the fault. The maintenance task comprises the fault information. Further, the maintenance task may further include a fault type and a level corresponding to the fault, and whether or not to carry a tool, what kind of tool to carry, and the like. In this embodiment, the central server 13 may send the maintenance task to the portable device 14 by various methods such as mail, short message, and wechat.
According to the method for maintaining the fault of the terminal equipment, the fault can be classified and classified in the central server 13 and then distributed to corresponding maintenance personnel, so that the fault can be distributed to the most appropriate maintenance personnel for processing, the problem that the fault cannot be processed after the maintenance personnel are on the spot is avoided, and the maintenance efficiency is improved.
Example four
As shown in fig. 4, a fourth embodiment of the present invention provides a method for maintaining a fault of a terminal device. In the fourth embodiment, steps S300 to S312 of the terminal equipment fault maintenance method are similar to steps S200 to S212 of the third embodiment, except that the method further includes the following steps:
s314, the portable device 14 receives the maintenance task sent by the central server 13 and prompts the user (i.e. the assigned maintenance personnel).
Specifically, the portable device 14 prompts the user to review and process the maintenance task after receiving the maintenance task. The maintenance personnel can judge whether the maintenance task can be received according to data such as fault information in the maintenance task.
S316, the portable device 14 receives the confirmation operation of the user on the maintenance task, and feeds back the confirmation operation to the central server 13.
Specifically, if the maintenance staff receives the maintenance task, a confirmation operation may be input into the portable device 13, and after receiving the confirmation operation, the portable device 14 feeds back the confirmation operation to the central server 13, which indicates that the maintenance task is successfully distributed.
S318, the portable device 14 receives the rejection or transfer operation of the maintenance task from the user, and feeds back the rejection or transfer operation to the central server 13.
Specifically, if the service person does not accept the service task, a rejection operation may be input into the portable device 13, or a transfer operation may be input, and the service task may be transferred to another service person. After receiving the rejection operation or the transfer operation, the portable device 14 feeds back the rejection operation or the transfer operation to the central server 13, which indicates that the distribution of the current maintenance task fails, and the central server 13 distributes the maintenance task again. After receiving the forwarding operation, the portable device 14 may directly forward the maintenance task to the portable device 14 corresponding to the forwarded maintenance person, and notify the central server 13; the transfer operation may also be fed back to the central server 13, and the central server 13 sends the maintenance task to the portable device 14 corresponding to the transferred maintenance person.
S320, the portable equipment 14 receives the maintenance progress and the detailed fault reason fed back by the user.
Specifically, after the distributed maintenance personnel start to deal with the fault, the maintenance progress and the detailed fault cause may be fed back to the portable device 14, and the portable device 14 may report the received feedback information to the central server 13 for recording.
S322, the website server 12 receives the scores of the staff of the website to the assigned maintenance staff, and feeds back the scores to the central server 13.
Specifically, the website server 12 may further receive the response speed, the service attitude, and the maintenance quality of the website worker to the assigned maintenance personnel, and then feed back the score to the central server 13 to serve as an evaluation basis for the maintenance personnel.
The method for maintaining the fault of the terminal device, which is provided by the embodiment, can directly send the maintenance task to the portable device 14 corresponding to the distributed maintenance personnel, so that the maintenance personnel can obtain and process the fault information as soon as possible, and can accept the rejection or transfer of the maintenance task by the maintenance personnel, and redistribute the maintenance task to other suitable maintenance personnel, thereby improving the response speed to the fault. In addition, the feedback of maintenance personnel on the maintenance progress condition and the detailed fault reason and the grading of the network point workers on the maintenance personnel can realize the supervision effect on the maintenance personnel and improve the maintenance quality.
EXAMPLE five
As shown in fig. 5, a fifth embodiment of the present invention provides a method for maintaining a fault of a terminal device. In the fifth embodiment, steps S400 to S422 of the terminal equipment fault maintenance method are similar to steps S300 to S322 of the fourth embodiment, except that the method further includes the following steps:
s424, the central server 13 periodically performs big data analysis according to the received fault information to find the terminal device 2 with abnormal fault rate, and outputs an analysis report.
Specifically, the analysis report can be referred for development, after-sale and other departments for improvement. Because the fault information includes data such as fault codes, fault components, terminal device numbers, network point numbers, and fault occurrence time, the central server 13 may calculate a fault rate of each terminal device 2 or each component of each terminal device 2 in a preset time period according to the data, and determine whether the fault rate is normal according to a preset threshold. If the failure rate is abnormal, the terminal device 2 may need to be examined and analyzed in the field, and the cause of the abnormality may be determined and solved.
It is understood that some steps in the second to fifth embodiments may be added and deleted reasonably, combined in different forms, or may be added with other necessary steps in the fault repairing process, and are not described herein again.
EXAMPLE six
The present invention also provides another embodiment, which is to provide a computer readable storage medium, wherein the computer readable storage medium stores a terminal equipment fault maintenance program, and the terminal equipment fault maintenance program can be executed by at least one processor, so as to make the at least one processor execute the steps of the terminal equipment fault maintenance method as described above.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal (such as a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
While the present invention has been described with reference to the embodiments shown in the drawings, the present invention is not limited to the embodiments, which are illustrative and not restrictive, and it will be apparent to those skilled in the art that various changes and modifications can be made therein without departing from the spirit and scope of the invention as defined in the appended claims.
Claims (9)
1. A terminal equipment fault maintenance method is applied to a terminal equipment fault maintenance system comprising a detection device, a network server, a central server and portable equipment, and comprises the following steps:
the detection device detects whether the terminal equipment has faults in real time and sends the collected fault information to the website server;
the network server judges the maintenance difficulty according to the fault information;
when the fault is a simple fault, the network server directly informs the network staff to process the fault; and
when the fault is a complex fault, the website server sends the fault information to the central server for distribution;
the method further comprises the steps of:
the central server periodically performs big data analysis according to the received fault information so as to search for terminal equipment with abnormal fault rate and output an analysis report; the fault information comprises fault codes, fault components, terminal equipment numbers, network point numbers and fault occurrence time;
the specific method for the central server to periodically analyze the big data according to the fault information comprises the following steps: and the central server periodically calculates the fault rate of each terminal device or each component of each terminal device in a preset time period according to the fault information, and judges whether the fault rate is normal or not according to a preset threshold value.
2. The method for maintaining the fault of the terminal equipment according to claim 1, wherein the method further comprises the steps of:
the central server classifies and grades the fault according to the fault information;
the central server distributes corresponding maintenance personnel for the fault according to the classification and grading results;
and the central server sends the maintenance task containing the fault information to the portable equipment corresponding to the distributed maintenance personnel.
3. The method for maintaining the fault of the terminal equipment according to claim 2, wherein the method further comprises the steps of:
the portable equipment receives the maintenance task sent by the central server and prompts a user; and
the portable equipment receives the confirmation operation of the user on the maintenance task and feeds the confirmation operation back to the central server; or
And the portable equipment receives the rejection or transfer operation of the user on the maintenance task and feeds the rejection or transfer operation back to the central server.
4. The method for maintaining the fault of the terminal equipment according to claim 3, wherein the method further comprises the steps of:
the portable equipment receives the maintenance progress condition and the detailed fault reason fed back by the user;
and the website server receives the scores of the website workers on the distributed maintenance personnel and feeds the scores back to the central server.
5. The method for maintaining the fault of the terminal equipment according to claim 1, wherein the step of the website server judging the difficulty of maintenance according to the fault information comprises the following steps:
and after receiving the fault information, the website server reads the fault codes contained in the fault information, and inquires the maintenance difficulty level corresponding to the fault codes from a pre-stored first inquiry list so as to determine that the fault is a simple fault or a complex fault.
6. The method for maintaining the fault of the terminal equipment according to claim 2, wherein the step of classifying and grading the fault according to the fault information comprises:
and after receiving the fault information, the central server reads the fault codes contained in the fault information, and inquires the fault type and the level corresponding to the fault codes from a second inquiry list stored in advance.
7. The method for maintaining the fault of the terminal equipment according to claim 6, wherein the step of allocating a corresponding maintenance person to the fault according to the classification and grading result comprises:
after the central server inquires the fault type and the level corresponding to the fault code, the central server inquires maintenance personnel corresponding to the fault type and the level from a third pre-stored inquiry list, so that the maintenance task of the fault is distributed to the inquired maintenance personnel.
8. A terminal device fault maintenance system, characterized in that the terminal device fault maintenance system comprises: detection device, network server, central server, portable device, said terminal device fault maintenance system implementing the steps of the terminal device fault maintenance method according to any one of claims 1 to 7 when in operation.
9. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a terminal equipment failure maintenance program which, when executed by a processor, implements the steps of the terminal equipment failure maintenance method according to any one of claims 1 to 7.
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