CN111371876A - Teller machine remote coordination method and system - Google Patents
Teller machine remote coordination method and system Download PDFInfo
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- CN111371876A CN111371876A CN202010127421.6A CN202010127421A CN111371876A CN 111371876 A CN111371876 A CN 111371876A CN 202010127421 A CN202010127421 A CN 202010127421A CN 111371876 A CN111371876 A CN 111371876A
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- server
- seat
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- user terminal
- cursor
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L67/025—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP] for remote control or remote monitoring of applications
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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]
- G07F19/207—Surveillance aspects at ATMs
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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]
- G07F19/211—Software architecture within ATMs or in relation to the ATM network
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
- H04L63/0815—Network architectures or network communication protocols for network security for authentication of entities providing single-sign-on or federations
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
- H04L63/0861—Network architectures or network communication protocols for network security for authentication of entities using biometrical features, e.g. fingerprint, retina-scan
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/10—Network architectures or network communication protocols for network security for controlling access to devices or network resources
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
Abstract
The invention provides a remote cooperative method and a system, wherein the method comprises the following steps: after acquiring a login instruction of user login of a user terminal, a UCS server initiates a cooperative signaling to a CQS server; the CQS server matches the user terminal and the seat terminal according to a preset queuing rule and sends a connection signaling to the CCU server; after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal; the MDS server establishes audio and video connection between the user terminal and the seat terminal; the cooperation server obtains the real-time position information of the cursor of the seat terminal, restores the real-time position information of the seat terminal to the cursor at the user terminal, realizes cursor remote movement guidance on the user terminal, and solves the problem that the existing man-machine cooperation system can only establish video connection and cannot guide a user to operate on a teller machine through moving the cursor through remote cursor guidance, so that personnel cost investment is saved, and service point limitation is reduced.
Description
Technical Field
The invention relates to the technical field of remote collaboration, in particular to a teller machine remote collaboration method and system.
Background
Along with the large-scale popularization of STM self-service teller machine equipment, a large number of self-service teller machines are put into various banks, the problem that people queue for a long time in business handling is solved, the business handling of one-to-one seats and users is not needed, one person can serve a plurality of users at the same time, however, the existing teller machines all have the problems of personnel field guidance and personnel field authorization, the STM equipment occupies a large amount of human resources, the input cost of the equipment is only increased, meanwhile, due to the fact that the STM equipment cannot be separated from the assistance of the personnel, the STM equipment cannot be separated from a network point to be deployed to scenes such as a leaving network point, a self-service bank and a county service point, office place limitation is caused, and the function of convenience for people is not achieved.
Disclosure of Invention
The invention aims to provide a remote collaboration method and system for a teller machine, which aims to overcome the technical problems of overlarge personnel investment cost, limitation of service points and the like of the teller machine.
In order to achieve the purpose, the technical scheme adopted by the invention is as follows: a teller machine remote collaboration method, the method comprising:
after acquiring a login instruction of user login of a user terminal, a UCS server initiates a cooperative signaling to a CQS server;
the CQS server matches the user terminal and the seat terminal according to a preset queuing rule and sends a connection signaling to the CCU server;
after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal;
the MDS server establishes audio and video connection between the user terminal and the seat terminal;
the cooperation server obtains the real-time position information of the cursor of the seat terminal, restores the cursor of the real-time position information of the seat terminal on the user terminal, and realizes cursor remote movement guidance on the user terminal.
Further, after the audio/video connection between the user terminal and the seat terminal is established, the MDS server informs the MRS server to start to automatically store the call video and store the call video in the MRS server.
Further, the UCS server, the CSQ server, the CCU server and the MRS server respectively send respective log data or operation data to the DS server for data storage.
The system further comprises a Web service and a management terminal, wherein the Web server is connected with the DS server, and the management terminal is connected with the DS server through the Web server.
Further, the management terminal requests data from the DS server through the Web server using a query or search command and displays the data through the management terminal.
Further, the queuing rules include:
the queuing server receives a teller machine user request and inquires whether an idle seat exists or not;
if the idle seat is inquired, arranging the user to access the idle seat;
if no idle seat is found, turning to an overflow seat group, and inquiring whether the overflow seat group is idle;
and if the overflow seat is inquired to be idle, accessing the user to the overflow seat, and if the overflow seat is inquired to be idle, returning to wait.
A teller machine remote collaboration system, the system comprising:
the UCS server is used for acquiring a login instruction of user login of the user terminal and initiating a cooperative signaling to the CQS server;
the CQS server is used for matching the user terminal and the seat terminal according to a preset queuing rule and sending a connection signaling to the CCU server;
after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal;
the MDS server establishes audio and video connection between the user terminal and the seat terminal;
the system comprises a cooperation server and a remote cursor moving scene module, wherein the cooperation server acquires real-time position information of a cursor of an agent terminal, restores the cursor from the real-time position information of the agent terminal at a user terminal, and realizes one step of cursor remote moving instruction at the user terminal.
Further, the collaboration server includes:
the video signal acquisition unit is used for acquiring VGA video signal streams of the industrial control host;
the instruction acquisition unit is used for transmitting the service related instruction and transmitting the service related instruction in an SOCKET interface mode;
and the cursor acquisition unit is used for transmitting the real-time position of the cursor.
The MRS server is connected with the MDS server, and after the MDS server establishes audio and video connection between the user terminal and the seat terminal, the MRS server starts to automatically store the call video and stores the call video in the MRS server.
Further, the DS server is connected to the UCS server, the CSQ server, and the CCU server for storing log data or operation data, and the DS server is connected to the Web server for querying and requesting data.
As can be seen from the above description of the present invention, compared with the prior art, the present invention provides a teller machine remote collaboration method and system, where the method includes: after acquiring a login instruction of user login of a user terminal, a UCS server initiates a cooperative signaling to a CQS server; the CQS server matches the user terminal and the seat terminal according to a preset queuing rule and sends a connection signaling to the CCU server; after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal; the MDS server establishes audio and video connection between the user terminal and the seat terminal; the cooperation server obtains the real-time position information of the cursor of the seat terminal, restores the real-time position information of the seat terminal to the cursor at the user terminal, realizes cursor remote movement guidance on the user terminal, and solves the problem that the existing man-machine cooperation system can only establish video connection and cannot guide a user to operate on a teller machine through moving the cursor through remote cursor guidance, so that personnel cost investment is saved, and service point limitation is reduced.
Drawings
FIG. 1 is a flow chart of a teller machine remote collaboration method of the present invention;
FIG. 2 is a flow chart of the queuing discipline of the present invention;
fig. 3 is a schematic diagram of the teller machine remote collaboration system of the present invention.
Detailed Description
The technical solutions in the present invention will be described clearly and completely with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only some embodiments of the present invention, not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that the terms "comprises" and "comprising," and any variations thereof, in the description and claims of this invention, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
As shown in fig. 1, an embodiment of the present invention discloses a teller machine remote collaboration method, where the method includes:
s1: after acquiring a login instruction of user login of a user terminal, a UCS server initiates a cooperative signaling to a CQS server;
s2: the CQS server matches the user terminal and the seat terminal according to a preset queuing rule and sends a connection signaling to the CCU server;
s3: after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal;
s4: the MDS server establishes audio and video connection between the user terminal and the seat terminal;
s5: the cooperation server obtains the real-time position information of the cursor of the seat terminal, restores the cursor of the real-time position information of the seat terminal on the user terminal, and realizes cursor remote movement guidance on the user terminal.
The cursor remote movement guiding work is realized, and the working principle is as follows:
a VGA acquisition port of the cooperative terminal acquires a VGA video signal stream of the industrial control host; the serial port line of the cooperation terminal is connected with any serial port of the industrial control host and used for transmitting service related signaling and transmitting the signaling in a Socket interface mode, the remote control USB line of the cooperation terminal is connected with any USB interface of the industrial control host and used for transmitting the real-time position of a cursor, the seat end can transmit the real-time position information of a local mouse to the cooperation terminal through a client VGA video acquired by the cooperation terminal, the cooperation terminal transmits the real-time position information of the seat mouse to the industrial control host through a USB connecting line and restores the mouse at the end of the industrial control host, and therefore the function of mouse remote movement guidance is achieved.
After the MDS server establishes audio and video connection between the user terminal and the seat terminal, the MDS server informs an MRS server to start to automatically store a call video and store the call video in the MRS server; the UCS server, the CSQ server, the CCU server and the MRS server respectively send respective log data or operation data to the DS server for data storage; the Web server is connected with the DS server, receives the request instruction and transmits the request instruction to the management terminal, and the management terminal requests the DS server for data through the Web server by using a query or retrieval command and displays the data through the management terminal.
As shown in fig. 2, the queuing rule described in S2 includes:
the queuing server receives a teller machine user request and inquires whether an idle seat exists or not;
if the idle seat is inquired, arranging the user to access the idle seat;
if no idle seat is found, turning to an overflow seat group, and inquiring whether the overflow seat group is idle;
and if the overflow seat is inquired to be idle, accessing the user to the overflow seat, and if the overflow seat is inquired to be idle, returning to wait.
One service can be assigned to one or more skill groups, a service queue is formed when a plurality of skill groups are assigned, and different services can be assigned to the same skill group; one agent can be distributed to a plurality of skill groups, and one skill group can be provided with a plurality of agents; the business names are the same, but can be respectively assigned to different skill groups to respond; when there are services of the same name, it is not allowed to assign the services of the same name to the same head end.
Before accessing the overflow seat in Z3, firstly, setting whether the service can overflow, if the overflow can be selected, the overflow condition includes overflow according to priority, overflow according to the number of people in queue, overflow when off-line and overflow according to time.
The priority is overflowed, each skill group in the overflow queue has priority, if 4 skill groups exist in the overflow queue, the skill groups are preferentially overflowed to the 1 st skill group, and the skill groups are overflowed to the 2 nd skill group if the 1 st skill group does not meet the service condition, and so on;
the number of people in line overflows according to the number of people in line, the number of people in line can be set, and the overflow is carried out when the number of people in line exceeds the set number of people in line: when a client clicks a service to initiate a call, if n clients are queued in a queue, the n clients overflow immediately; the number n of queuing people is a configurable item, and defaults to 0, namely, the calling overflows immediately when meeting all busy lines of the service queue;
overflow when off-line, when customer clicks service to initiate call, if service queue is off-line, overflow immediately;
the time overflow can be set as a time value, and the time overflow is carried out when the queuing exceeds the time value.
The overflow conditions can be simultaneously selected, once the call request overflows, the call request does not return to the original service queue to be queued, in one service queue, the seat personnel are sorted according to the idle time length, and the seat with the longest idle time is preferentially answered.
As shown in fig. 3, an embodiment of the present invention discloses a teller machine remote collaboration system, including:
the UCS server is used for acquiring a login instruction of user login of the user terminal and initiating a cooperative signaling to the CQS server;
the CQS server is used for matching the user terminal and the seat terminal according to a preset queuing rule and sending a connection signaling to the CCU server;
after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal;
the MDS server establishes audio and video connection between the user terminal and the seat terminal;
and the cooperation server acquires the real-time position information of the cursor of the seat terminal, restores the cursor of the real-time position information of the seat terminal on the user terminal, and realizes the remote movement guidance of the cursor on the user terminal.
The cooperation server comprises a video signal acquisition unit, an instruction acquisition unit and a cursor acquisition unit, wherein the video signal acquisition unit is used for acquiring VGA video signal streams of the industrial control host; the instruction acquisition unit is used for transmitting the service related instruction and transmitting the service related instruction in an SOCKET interface mode; the cursor acquisition unit is used for transmitting the real-time position of the cursor.
The system comprises a user terminal, a customer service center (UCS) server, a CSQ server and a CCU server, and further comprises an MRS server, wherein the MRS server is connected with the MDS server, the MRS server starts to automatically store call videos and stores the call videos in the MRS server after the MDS server establishes audio and video connection between the user terminal and the agent terminal, the DS server is connected with the UCS server, the CSQ server and the CCU server and used for storing log data or operation data, and the DS server is communicated with the Web server and used for inquiring and; the system further comprises a management terminal, and the management terminal is connected with the DS server through the Web server.
It can be known from the above description of the present invention that, compared with the prior art, the teller machine remote collaboration method and system provided by the present invention is a remote bank man-machine collaboration omnibearing service scheme constructed based on the multimedia communication technology, the system integrates audio, video, remote guidance, remote assistance, remote authorization, etc. into a whole, and implements lightness with the bank business system, and by using the system, the remote service and transaction guidance in the using process of bank stock machines and tools can be satisfied, and remote comprehensive services such as remote assistance and business authorization can be realized.
The above description is only a few specific embodiments of the present invention, but the design concept of the present invention is not limited thereto, and any insubstantial modifications made by the design concept should fall within the scope of the present invention.
Claims (10)
1. A teller machine remote collaboration method, the method comprising:
after acquiring a login instruction of user login of a user terminal, a UCS server initiates a cooperative signaling to a CQS server;
the CQS server matches the user terminal and the seat terminal according to a preset queuing rule and sends a connection signaling to the CCU server;
after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal;
the MDS server establishes audio and video connection between the user terminal and the seat terminal;
the cooperation server obtains the real-time position information of the cursor of the seat terminal, restores the cursor of the real-time position information of the seat terminal on the user terminal, and realizes cursor remote movement guidance on the user terminal.
2. The automated teller machine remote collaboration method of claim 1 wherein: and after the MDS server establishes audio and video connection between the user terminal and the seat terminal, the MRS server is informed to start to automatically store the call video and store the call video in the MRS server.
3. The automated teller machine remote collaboration method of claim 1 wherein: and the UCS server, the CSQ server, the CCU server and the MRS server respectively send respective log data or operation data to the DS server for data storage.
4. The automated teller machine remote collaboration method of claim 1 wherein: the system further comprises a Web service and a management terminal, wherein the Web server is connected with the DS server, and the management terminal is connected with the DS server through the Web server.
5. The automated teller machine remote collaboration method of claim 4 wherein: the management terminal requests data from the DS server through the Web server by using a query or retrieval command and displays the data through the management terminal.
6. The automated teller machine remote collaboration method of claim 1 wherein: the queuing rules include:
the queuing server receives a teller machine user request and inquires whether an idle seat exists or not;
if the idle seat is inquired, arranging the user to access the idle seat;
if no idle seat is found, turning to an overflow seat group, and inquiring whether the overflow seat group is idle;
and if the overflow seat is inquired to be idle, accessing the user to the overflow seat, and if the overflow seat is inquired to be idle, returning to wait.
7. A teller machine remote collaboration system, the system comprising:
the UCS server is used for acquiring a login instruction of user login of the user terminal and initiating a cooperative signaling to the CQS server;
the CQS server is used for matching the user terminal and the seat terminal according to a preset queuing rule and sending a connection signaling to the CCU server;
after receiving a connection signaling sent by the CQS server, the CCU server establishes call connection between the user terminal and the seat terminal;
the MDS server establishes audio and video connection between the user terminal and the seat terminal;
and the cooperation server acquires the real-time position information of the cursor of the seat terminal, restores the cursor of the real-time position information of the seat terminal on the user terminal, and realizes the remote movement guidance of the cursor on the user terminal.
8. The automated teller machine remote collaboration system of claim 7 wherein: the collaboration server includes:
the video signal acquisition unit is used for acquiring VGA video signal streams of the industrial control host;
the instruction acquisition unit is used for transmitting the service related instruction and transmitting the service related instruction in an SOCKET interface mode;
and the cursor acquisition unit is used for transmitting the real-time position of the cursor.
9. The automated teller machine remote collaboration system of claim 7 wherein: the system also comprises an MRS server, wherein the MRS server is connected with the MDS server, and after the MDS server establishes audio and video connection between the user terminal and the seat terminal, the MRS server starts to automatically store the call video and stores the call video in the MRS server.
10. The automated teller machine remote collaboration system of claim 7 wherein: the DS server is connected with the UCS server, the CSQ server and the CCU server and used for storing log data or operation data, and the DS server is connected with the Web server and used for inquiring and requesting data.
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| Application Number | Priority Date | Filing Date | Title |
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| CN202010127421.6A CN111371876A (en) | 2020-02-28 | 2020-02-28 | Teller machine remote coordination method and system |
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| CN202010127421.6A CN111371876A (en) | 2020-02-28 | 2020-02-28 | Teller machine remote coordination method and system |
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| CN111371876A true CN111371876A (en) | 2020-07-03 |
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