JP2002269643A - Maintenance system for store pos terminal device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To shorten a time until taking concrete maintenance action after occurrence of a failure. SOLUTION: When the failure occurs in one POS terminal 5 of a store POS terminal device 1, failure log information 9 about the failure and diagnostic result information 10 obtained by particular diagnosis are outputted to a call center terminal 2. The call center terminal 2 receives the information 9, 10, decides a coping method with the failure and management number information about equipment and a component necessary for maintenance, and outputs the coping method and the management number information to a management base terminal 3 of a management base in charge of a store set with the store POS terminal device 1. The maintenance base terminal 3 in charge receives the management number information about the equipment and the component necessary for the maintenance from the call center terminal 2, outputs instructions for sending the equipment and the component corresponding to the management number information to the store, calculates the arrival date and time at the store, finds a maintenance person who can visit the store around the date and time, and outputs visit-scheduled date and time information 13 of the found maintenance person to the store POS terminal device 1 during the occurrence of the failure via the call center terminal 2.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a store POS terminal maintenance system, and more particularly to a store POS in which, when a failure occurs in a POS terminal, the failure is automatically detected and maintenance corresponding to the failure is performed. The present invention relates to a terminal device maintenance system.

[0002]

2. Description of the Related Art Conventionally, this kind of store POS terminal maintenance system monitors a plurality of types of terminal devices from a distance as disclosed in, for example, Japanese Patent Application Laid-Open No. 7-210729, and causes a failure. It is used to obtain information necessary for recovering from the failure when the failure is detected.

Referring to FIG. 3, which is a block diagram of this conventional store POS terminal maintenance system (in JP-A-7-210729, a remote maintenance system), the conventional store POS terminal maintenance system is a department store. A concentrator connected via a data communication line to a terminal device 14 such as a transaction processing device (POS terminal device) installed at a remote control device connected to the concentrator and a public line network. , And the terminal device 1 is connected to the remote maintenance device via a concentrator.
A monitoring unit for monitoring and controlling the status of each of the remote maintenance devices; a failure notifying unit for outputting a message including an error code indicating the content of the failure to the terminal device; When a message output by the failure notifying unit is received, a necessary information acquisition unit is provided for identifying the content of the failure from the error code included in the message and acquiring information necessary to recover from the failure.

[0004]

The above-mentioned conventional store P
The maintenance system of the OS terminal device outputs a message including an error code indicating the content of the failure by a terminal device such as a POS terminal device when a failure occurs in the device, and the remote maintenance device outputs the message via a concentrator. Upon receiving the output telegram, the content of the fault is specified from the error code included in the telegram when the telegram is received, and the information necessary to recover from the fault is acquired. For this reason, it is possible to obtain the information necessary to recover from the failure, but since this information cannot be used to make a specific maintenance plan for recovering the failed terminal device, a specific maintenance action must be taken. Is time consuming.

[0005] An object of the present invention is to provide a maintenance system for a store POS terminal in which it does not take much time for a specific maintenance action to be taken in order to eliminate such a conventional drawback.

[0006]

[MEANS FOR SOLVING THE PROBLEMS] First store PO of the present invention
The maintenance system of the S terminal device detects a failure of a plurality of POS terminals in advance, creates failure log information for the detected failure when detecting the failure, and performs a diagnosis process on the POS terminal in which the failure has occurred. The result of this diagnosis processing is output as diagnosis result information to the communication line together with the fault log information, and a maintenance person who maintains the POS terminal in which the fault has occurred has installed the POS terminal in accordance with the output. A plurality of store POS terminal devices that receive and display scheduled visit date and time information indicating the date and time of visiting the store, and the fault log information and the diagnosis result information from the store POS terminal device in which the fault has occurred are transmitted to the communication line. From the received diagnosis result information, a method of coping with the failure and management number information of a maintenance part are determined, and the received failure log is received. The management number information of equipment indicating other countermeasures and tools for maintenance is determined from the information, and the management number information of the determined parts for maintenance is determined at a maintenance base in charge of the store POS terminal in which the failure has occurred. And the management number information of the equipment are output to the communication line, and the scheduled visit date / time information is received in response to the output, and the received scheduled visit date / time information is received via the communication line. A call center terminal to be output to a store POS terminal device; and a control number information of the component and a management number information of the equipment from the call center terminal via the communication line, and the component at the time of receiving the control number information. The inventory location of the parts corresponding to the management number information and the equipment corresponding to the management number information of the equipment is searched, and the store of the faulty POS terminal device is searched. It outputs an instruction to send the part and the equipment in the nearest place to the store and calculates the date and time when the part and the equipment arrive at the store, and visits the store near the determined date and time. A possible maintenance person is determined from the location and schedule of each maintenance person at the maintenance site where the self-maintenance base terminal is installed, and the determined scheduled visit date and time information of the determined maintenance person is created through the communication line. And a plurality of maintenance base terminals for outputting to a call center terminal.

[0007] The second store POS terminal maintenance system of the present invention, when a failure occurs in a POS terminal among a plurality of POS terminals in advance, creates failure log information for the failure, and generates the failure log information. The POS where the error occurred
A diagnostic process is performed on the terminal, and the P
When a defective part is extracted from the OS terminal, the "information indicating that the extracted part is defective" is used as diagnosis result information, and the diagnosis result information, the failure log information, and the local store P are used.
Failure call information including predetermined store identification information for identifying the store where the OS terminal device is installed is output to the communication line, and the PO having the failure is output in response to the output.
A plurality of store POS terminal devices for receiving and displaying scheduled visit date and time information indicating the date and time when a maintenance person who maintains the S terminal visits the store where the POS terminal is installed;
The fault call information is received from the OS terminal device via the communication line, and the diagnosis result information in the received fault call information is "information indicating that the extracted location is defective". When a search is made for a countermeasure corresponding to this diagnosis result information from the failure case database storing the method and the searched countermeasure indicates that the part is to be replaced, a replacement part and equipment indicating a maintenance tool are provided. Searching for the management number information of the part from the POS parts database storing the management number information of the above, searching for a countermeasure corresponding to the fault log information in the received fault call information from the fault case database, When the searched remedy indicates a program reinstallation, the P
The management number information of the equipment necessary for the reinstallation of the program is searched from the OS parts database, and the store information including the address of the store corresponding to the store identification information in the received trouble call information is stored in the store information. A search is made from a database, and the maintenance base in charge of the store is searched from a maintenance base information database which is a regional management table of maintenance bases for maintaining the POS terminal using the searched store information, and the failure log is searched. Information, the control number information of the part, the control number information of the equipment, and the trouble handling instruction information including the shop information are output to the communication line, and the information on the scheduled visit date and time is received in response to the output. A call center terminal that outputs the scheduled visit date and time information to the failed store POS terminal via the communication line; A maintenance staff schedule database storing the locations and schedules of maintenance personnel belonging to the maintenance bases where the maintenance base terminals are installed, a part corresponding to the management number information of the parts, and a part corresponding to the management number information of the equipment. A maintenance parts inventory information database that stores inventory status, receives the failure handling instruction information from the call center terminal via the communication line, and receives the failure handling instruction information using the maintenance parts inventory information database. The inventory location of the part corresponding to the management number information of the part and the equipment corresponding to the management number information of the equipment in the failure response instruction information at this time is searched, and the store POS is searched.
An instruction to send the part and the equipment at the location closest to the store of the terminal device is output, and the date and time at which the part and the equipment arrive at the store is calculated. The maintenance staff who can visit the store is determined using the maintenance staff schedule database based on the location and schedule of each maintenance staff at the maintenance base where the self-maintenance base terminal is installed, and the calculated scheduled visit date and time of the determined maintenance staff. And a plurality of maintenance base terminals for creating information and outputting the information to the call center terminal via the communication line.

[0008] A third store POS terminal maintenance system of the present invention has a plurality of POS terminals in advance, and when a failure occurs in a certain POS terminal among the plurality of POS terminals, the content of the failure is determined. The error information corresponding to the faulted POS terminal is created as fault log information of the POS terminal in which the fault has occurred, and an error code corresponding to the fault cause information indicating the cause of the fault has been generated. When a defective part is extracted from the POS terminal by the diagnostic processing according to the information, the "information indicating that the extracted part is defective" is used as the diagnostic result information. The fault log information and the fault call information including the predetermined store identification information for identifying the store where the own POS terminal device is installed and the fault occurrence date and time are communicated. Corresponding to this output, and receives and displays scheduled visit date and time information indicating the date and time when a maintenance person who maintains the POS terminal in which the failure has occurred visits the store where the POS terminal is installed. Store POS
A terminal device, a log analysis database storing the failure cause information corresponding to the error code, a failure case database storing a coping method corresponding to the diagnosis result information and the failure cause information, and a replacement part. POS which stores management number information of equipment and equipment indicating tools for maintenance
Parts database, a store information database storing store information including at least the store name and the store address corresponding to the store identification information, and a maintenance base as a regional management table of maintenance bases for maintaining the POS terminal An information database, and receives the trouble call information from the store POS terminal via the communication line, and the diagnosis result information in the received trouble call information indicates that the extracted location is defective. And the management method corresponding to the diagnosis result information is searched from the failure case database, and when the searched management method indicates that the part is to be replaced, the management of the part is performed from the POS part database. Number information, and retrieves the error code corresponding to the error code included in the fault log information in the received fault call information. The failure caused by information retrieved from the log analysis database searching from the fault case database Action corresponding to the retrieved fault caused information,
When the searched coping method indicates the program re-installation, the control number information of the equipment necessary for the program re-installation is searched from the POS parts database, and the store identification information in the trouble call information received is searched. The address of the corresponding store is searched from the store information database, and the maintenance base in charge of the store is searched from the maintenance base information database using the searched address, and the trouble log information and the part are searched. The trouble handling instruction information including the management number information of the equipment, the management number information of the equipment, the store information, and the trouble occurrence date and time information is output to the communication line. The received shop scheduled date and time information is transmitted via the communication line to the failed store POS.
A part corresponding to the maintenance center schedule database storing the location and schedule of the maintenance personnel belonging to the maintenance base where the self-maintenance base terminal is installed, the parts corresponding to the part management number information, A maintenance parts inventory information database that stores inventory information of maintenance parts indicating equipment and supplies corresponding to the management number information, receives the trouble handling instruction information from the call center terminal via the communication line, Inventory location of a part corresponding to the management number information of the part and the equipment corresponding to the management number information of the equipment in the failure response instruction information at the point of receiving the failure response instruction information using the inventory information database And outputs an instruction to send the parts and the equipment located closest to the store of the store POS terminal device. First, the date and time when the parts and the equipment arrive at the store is determined, and a maintenance staff who can visit the store near the determined date and time is provided with a self-maintenance base terminal using the maintenance schedule database. A plurality of maintenance base terminals that determine the location and schedule of each maintenance worker at the maintenance base, create the determined scheduled visit date and time information of the maintenance staff, and output the information to the call center terminal via the communication line. , Is configured.

In the third store POS terminal maintenance system of the present invention, the store POS terminal supports failure information indicating the content of the failure when a failure occurs and failure cause information indicating the cause of the failure. POS that records the error code to be executed and error log information in an error log file
The terminal monitors the failure log file of each of the plurality of POS terminals, detects the failure information, and performs diagnostic processing according to the failure information on the POS terminal that has detected the failure information. When a defective part is extracted from the POS terminal, the "information indicating that the extracted part is defective" is used as diagnostic result information, and the diagnostic result information and the fault information are detected by the POS terminal. Failure log information including failure log information and predetermined store identification information for identifying a store where the own POS terminal device having the own store controller is set, and failure occurrence date and time information are output to a communication line. Scheduled visit date and time information indicating the date and time when a maintenance person who maintains the POS terminal in which the fault has occurred visits the store where the POS terminal is installed in response to It is constructed and a store controller for display only.

[0010]

Next, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a block diagram showing one embodiment of a store POS terminal maintenance system according to the present invention.

The present embodiment shown in FIG. 1 detects a failure in a plurality of POS terminals 5 in advance, and when a failure is detected, creates failure log information 9 for the detected failure and creates a POS terminal 5 in which the failure has occurred. And outputs the result of the diagnosis processing to the communication line 4 (for example, the Internet) together with the failure log information 9 as the diagnosis result information 10 to maintain the POS terminal 5 in which the failure has occurred in accordance with the output. A plurality of store POS terminal devices 1 that receive and display the scheduled visit date and time information 13 indicating the date and time when the maintenance staff visits the store where the POS terminal 5 is installed, Log information 9 and diagnosis result information 1
0 through the communication line 4 to determine a troubleshooting method and maintenance part management number information based on the received diagnosis result information 10 and other troubleshooting methods and maintenance based on the received failure log information 9. The management number information of the equipment indicating the tool is determined, and the maintenance number in charge of the determined maintenance parts and the management number information of the equipment are transmitted to the communication line 4 to the maintenance base in charge of the store POS terminal 1 in which the failure has occurred. A call center terminal 2 that outputs the scheduled visit date and time information 13 in response to the output and outputs the received scheduled visit date and time information 13 to the failed store POS terminal device 1 via the communication line 4.
And the management number information of the parts and the management number information of the equipment from the call center terminal 2 via the communication line 4, and the management numbers of the parts and the equipment corresponding to the management number information of the parts at the time of receiving the management number information A search is made for the inventory location of the equipment corresponding to the information, and an instruction is sent to send the parts and equipment located closest to the store of the failed POS terminal device 1 to the store. Is determined based on the location and schedule of each maintenance staff at the maintenance base where the self-maintenance base terminal 3 is installed, and the maintenance staff who can visit the store near the determined date and time is determined. And a plurality of maintenance base terminals 3 that create scheduled visit date and time information 13 of the worker and output it to the call center terminal 2 via the communication line 4.

[0013] The maintenance base terminal 3 has a vacancy in the schedule near the date and time when the parts and equipment arrive at the store, and the location near this date and time is determined by the maintenance staff who is close to the store POS terminal device 1 with the failure handling instruction information. Using the store information in 12, a maintenance staff schedule database is searched.

FIG. 1 shows a plurality of POS terminals 5 provided in the store POS terminal device 1 in advance, a failure of these POS terminals 5 detected, and a failure log for the detected failure when the failure is detected. Information 9 is created, a diagnostic process is performed on the POS terminal 5 in which a failure has occurred, and the result of the diagnostic process is output to the communication line 4 together with the failure log information 9 as the diagnostic result information 10. Generated P
Scheduled visit date and time information 1 indicating the date and time when the maintenance staff who maintains the OS terminal 5 visits the store where the POS terminal 5 is installed.
3 and a store controller 6 for receiving and displaying the received information.

Next, the operation of the store POS terminal maintenance system according to the present embodiment will be described in detail with reference to FIG.

FIG. 2 is a flowchart showing an example of the operation of the embodiment of the present invention.

In FIG. 1, a certain POS terminal 5 of a plurality of POS terminals 5 set in a store POS terminal device of a certain store
When a failure occurs in the S terminal 5, the P in which the failure occurred
The OS terminal 5 has failure information 7 indicating the contents of the failure (for example, the contents of the DISK cannot be read) and the time of occurrence, and specific contents at the operation system (OS) level indicating the cause of the occurrence of the failure. Is the fault cause information (for example,
Error code 8 corresponding to (data cannot be moved)
(For example, nm, etc .: any alphabet, number, etc.) is recorded in the failure log file as the failure log information 9 (S1).

The store controller 6 of the store POS terminal 1 stores the failure log files of the plurality of POS terminals 5 at all times (for example, at a predetermined period,
(For example, when the failure log information 9 is recorded in the failure log file), monitor and detect the failure information 7 in the failure log file, and diagnose the POS terminal 5 that has detected the failure information 7 according to the failure information 7. Perform processing. This diagnostic processing is performed, for example, as follows. That is, the content of the failure indicated by the failure information 7 (for example, the content of the DISK cannot be read) among a plurality of hardware units that respectively realize predetermined functions provided in the POS terminal 5 in which the failure has occurred.
When a predetermined diagnostic command is issued to each of a plurality of hardware units (for example, a DISK unit, a main board, a power supply unit, and the like) associated with the hardware unit and each of the hardware units is inspected and a failure is detected, Is a defective portion of the POS terminal 5. When a defective part is extracted from the POS terminal 5 by this diagnostic processing, the "information indicating that the extracted part is defective (for example, the DISK unit is defective)" is set as diagnostic result information 10, and the diagnostic result is obtained. Information 10 and failure log information 9 of the POS terminal 5 that has detected the failure information 7 and predetermined store identification information (for example, a number) for identifying the store in which the own POS terminal device 1 including the own store controller 6 is set. ) And fault call information 11 including fault occurrence date and time information are output to the communication line 4 (S2).

The call center terminal 2 includes a plurality of databases (a log analysis database storing failure cause information corresponding to the error code 8, a failure case database storing a diagnosis result information 10 and a coping method corresponding to the failure cause information, A POS parts database storing control number information of replacement parts and equipment indicating tools for maintenance;
A shop information database storing at least shop information including at least the shop name and the address of the shop corresponding to the shop identification information, and a maintenance base information database that is a regional management table of maintenance bases that maintain the POS terminal 5). The trouble call information 11 from the store POS terminal 1 to the communication line 4
When the diagnosis result information 10 in the received fault call information 11 is “information indicating that the extracted part is defective (for example, the DISK unit is defective)”, the diagnosis result information 10 From the failure case database. When the DISK unit is defective, the countermeasure is, for example, “replacement”. When the searched solution indicates that the part is to be replaced, the POS
The management number information of the component (for example, DISK) is retrieved from the component database. The log analysis database searches for failure cause information (for example, data cannot be moved) corresponding to the error code 8 included in the failure log information 9 in the failure call information 11, and the searched failure cause information is added. A corresponding remedy (for example, program re-installation) is searched from the failure case database, and if the searched remedy indicates program re-installation, P
The management number information of the equipment (for example, CD-ROM installation kit) necessary for the reinstallation of the program is retrieved from the OS component database, and furthermore, the trouble call information 1 is retrieved.
1, a store address corresponding to the store identification information in the store information database is searched from the store information database, and the maintenance base in charge of the store is searched from the maintenance base information database using the searched address. The failure handling instruction information 12 including the management number information, the management number information of the equipment, the store information, and the failure date and time information is output to the communication line 4 (S3).

The plurality of maintenance base terminals 3 include a maintenance staff schedule database storing the locations and schedules of the maintenance staff belonging to the maintenance base to which the self-maintenance base terminal 3 is set, and a part corresponding to the part management number information. A maintenance parts inventory information database that stores the inventory status of the maintenance parts indicating the equipment corresponding to the management number information of the equipment,
Store PO where a failure has occurred among a plurality of maintenance base terminals 3
The maintenance base terminal 3 of the maintenance base in charge of the store in which the S terminal device 1 has been set receives the failure handling instruction information 12 from the call center terminal 2 via the communication line 4 and gives a failure handling instruction using the maintenance parts inventory information database. When the information 12 is received, the inventory location of the parts corresponding to the part management number information and the equipment corresponding to the management number information of the equipment in the failure response instruction information 12 is searched and stored in the store of the store POS terminal device 1. Outputs an instruction to send the nearest part and equipment and determines the date and time of arrival of the part and equipment at the store (for example, a table in which the arrival date and time are stored in advance in correspondence with the distance and the delivery date and time). And the like, the arrival date and time is calculated from the distance between the location where the parts and the equipment are present and the store, and the date and time when the instruction to send the parts and the equipment is output). A schedule is vacant at a point near the time, and a maintenance person near the date and time near the store POS terminal device 1 is searched and determined from the maintenance person schedule database using the store information in the failure response instruction information 12). The maintenance staff who can visit this store near the determined date and time is determined from the location and schedule of each maintenance staff at the maintenance base where the self-maintenance base terminal 3 is installed using the maintenance staff schedule database (for example, parts The schedule is vacant near the date and time when the equipment and equipment arrive at the store, and the location near this date and time is the store PO
The maintenance person near the S terminal device 1 is searched and determined from the maintenance person schedule database using the store information in the failure response instruction information 12). Then, the scheduled visit date and time information 13 of the determined maintenance person is created and output to the call center terminal 2 via the communication line 4 (S4).

The call center terminal 2 is a maintenance base terminal 3
Receives the scheduled visit date / time information 13 output by the user via the communication line 4 and outputs the received scheduled visit date / time information 13 to the failed store POS terminal 1 via the communication line 4 (S5).

The store controller 6 receives and displays the scheduled visit date and time information 13 output from the call center terminal 2 via the communication line 4 (S6).

[0023]

As described above, the store PO of the present invention is used.
According to the maintenance system for the S terminal device, the store POS terminal device detects a failure of the POS terminal in advance and creates failure log information for the detected failure when the failure is detected. The diagnostic processing is performed, and the result of the diagnostic processing is output as diagnostic result information together with the fault log information. The call center terminal receives the fault log information and the diagnostic result information via a communication line, and uses the diagnostic result information to deal with the fault. And the management number information of the parts for maintenance and the management log information of the equipment indicating the other countermeasures and the tools for maintenance based on the trouble log information, and the maintenance base in charge of the store POS terminal in which the trouble has occurred. The maintenance number information of the parts for maintenance and the management number information of the equipment are output to the communication line, and the maintenance center terminal in charge outputs the information to the call center. -Receiving the part management number information and equipment management number information from the terminal via the communication line, and corresponding to the part and equipment management number information corresponding to the part management number information at the time of receiving the management number information An instruction to send the parts and the supplies located closest to the store of the POS terminal device in which the failure occurred to the store of the POS terminal device in which the trouble occurred is output to the store, and the parts and the supplies are stored in the store. The date and time of arrival is determined, maintenance personnel who can visit this store near the determined date and time are determined based on the location and schedule of each maintenance person at the self-maintenance base, and the determined scheduled visit date and time information of the maintenance personnel is communicated via a communication line. Output to the failed store POS terminal via the telephone and the call center terminal. Therefore, when a failure occurs in a certain POS terminal of the store POS terminal, Error log information and diagnostic result information that has been independently diagnosed are output to the call center terminal, and the call center terminal uses this information to determine the control number information for the parts required for maintenance, the control number information for equipment, and the troubleshooting method. The determined items are output to the maintenance base terminal of the maintenance base in charge of the store where the determined POS terminal device is set, and the management base terminal in charge manages the management number information of the parts required for maintenance and the management number information of the equipment. And outputs an instruction to send the parts and equipment corresponding to the control number information to the store, and determines the date and time when the parts and equipment arrive at the store, and a maintenance worker who can visit this store near this date and time. Is output to the failed store POS terminal via the call center terminal.
It does not take much time from the occurrence of a failure in the OS terminal device to taking a specific maintenance action.

[Brief description of the drawings]

FIG. 1 is a block diagram showing one embodiment of a store POS terminal device maintenance system of the present invention.

FIG. 2 is a flowchart illustrating an example of an operation according to the exemplary embodiment of the present invention.

FIG. 3 is a configuration diagram of a conventional store POS terminal device maintenance system.

[Explanation of symbols]

 1 Store POS Terminal 2 Call Center Terminal 3 Maintenance Base Terminal 4 Communication Line 5 POS Terminal 6 Store Controller 7 Failure Information 8 Error Code 9 Failure Log Information 10 Diagnosis Result Information 11 Failure Call Information 12 Failure Response Instruction Information 13 Scheduled Visit Date and Time Information 14 Terminal device

Claims (8)

[Claims] 1. A method for detecting a failure of a plurality of POS terminals in advance and, when detecting the failure, creating failure log information for the detected failure to generate the POS terminal having the failure.
Diagnosis processing is performed on the terminal, the result of the diagnosis processing is output as diagnosis result information to the communication line together with the failure log information, and in response to the output, a maintenance person who maintains the POS terminal in which the failure has occurred is operated by the POS terminal. A plurality of store POS terminal devices that receive and display scheduled visit date and time information indicating the date and time of visiting the store where the terminal is installed; and the fault log information and the diagnosis result information from the store POS terminal device in which the fault has occurred. Via the communication line, the method of handling the failure and the management number information of the part for maintenance are determined from the received diagnosis result information, and the other troubleshooting methods and maintenance are performed based on the received failure log information. The management number information of the equipment indicating the tool is determined, and the maintenance number assigned to the determined maintenance part is assigned to the maintenance base in charge of the store POS terminal in which the failure has occurred. Information and the management number information of the equipment are output to the communication line, and the scheduled visit date and time information is received in response to the output, and the received scheduled visit date and time information is transmitted to the communication line via the communication line. A call center terminal for outputting to the store POS terminal device, a control number information of the parts and a control number information of the equipment are received from the call center terminal via the communication line, and when the control number information is received. Searching for a stock location of a part corresponding to the part's management number information and a part corresponding to the part's management number information, and searching for the part in the place closest to the store of the POS terminal in which the failure occurred And outputting an instruction to send the equipment to the store and calculating the date and time when the parts and the equipment arrive at the store, and in the vicinity of the determined date and time The maintenance staff who can visit the store is determined from the location and schedule of each maintenance staff of the maintenance base where the self-maintenance base terminal is installed, and the determined scheduled visit date and time information of the determined maintenance staff is created and the communication is performed. And a plurality of maintenance base terminals for outputting to the call center terminal via a line. A maintenance system for a store POS terminal device. 2. When a failure occurs in a certain POS terminal among a plurality of POS terminals provided in advance, failure log information for the failure is created, and the PO in which the failure has occurred is generated.
A diagnostic process is performed on the S terminal, and when a defective portion is extracted from the POS terminal by the diagnostic process, the "information indicating that the extracted portion is defective" is used as diagnostic result information, and the diagnostic result information And output the trouble call information including the trouble log information and predetermined store identification information for identifying the store where the own store POS terminal device is installed to the communication line. The P
A plurality of store POS terminal devices for receiving and displaying scheduled visit date and time information indicating the date and time when a maintenance person who maintains an OS terminal visits the store where the POS terminal is installed; and the fault call from the store POS terminal device. A failure case database that stores information on how to handle information received through the communication line when the diagnosis result information in the received failure call information is “information indicating that the extracted location is defective”; When a search is made for a countermeasure corresponding to the diagnosis result information and the searched countermeasure indicates that the part is to be replaced, the management number information of the replacement part and the equipment indicating the maintenance tool is stored. The management number information of the component is searched from the POS component database, and a troubleshooting method corresponding to the failure log information in the received failure call information is described in the failure case data. When the searched countermeasure indicates a program reinstallation, the control number information of the equipment necessary for the program re-installation is retrieved from the POS parts database, and the received trouble call information in the received fault call information is retrieved. A store information is searched from a store information database for store information including the address of the store corresponding to the store identification information, and the maintenance is a regional management table of a maintenance base for maintaining the POS terminal using the searched store information. Search the maintenance base in charge of the store from the base information database, and provide the failure handling instruction information including the failure log information, the management number information of the parts, the management number information of the equipment, and the store information to the communication line. Receiving the scheduled visit date and time information in response to the output, and transmitting the received scheduled visit date and time information to the A call center terminal that outputs to the store POS terminal where the fault has occurred via a line, a maintenance staff schedule database storing the location and schedule of maintenance staff belonging to the maintenance base where the self-maintenance base terminal is installed, and Having a maintenance parts inventory information database that stores the inventory status of the parts corresponding to the part management number information and the equipment corresponding to the equipment management number information,
Management of the parts in the failure response instruction information at the time when the failure response instruction information is received from the call center terminal via the communication line and the failure response instruction information is received using the maintenance parts inventory information database Search for a stock location of the part corresponding to the number information and the equipment corresponding to the management number information of the equipment, and output an instruction to send the part and the equipment located closest to the store of the store POS terminal device And the date and time of arrival of the parts and the equipment at the store is determined, and a maintenance staff who can visit the store near the determined date and time is installed with a self-maintenance base terminal using the maintenance staff schedule database. Determine the location and schedule of each maintenance worker at the maintenance base, and create the scheduled visit date and time information of the determined maintenance worker. Maintenance system of the store POS terminal apparatus characterized by comprising a plurality of maintenance station terminal to be output to the call center terminal via the communication line Te. 3. The store POS terminal device checks the content of the failure from the failure log information, and includes a plurality of hardware units that implement predetermined functions provided in the POS terminal in which the failure has occurred. When a predetermined diagnostic command is issued to each of a plurality of hardware units related to the content of the fault and each fault is inspected and a fault is detected, the hard unit in which the fault is detected is detected as a defective portion of the POS terminal. 3. The maintenance system for a store POS terminal according to claim 2, wherein: 4. A method in which a plurality of POS terminals are provided in advance, and when a failure occurs in a POS terminal of the plurality of POS terminals, failure information indicating the content of the failure and a failure origin indicating the cause of the failure. An error code corresponding to the information is created as failure log information of the POS terminal in which the failure has occurred, and a diagnosis process is performed on the POS terminal in which the failure has occurred in accordance with the failure information. When a defective part is extracted from the POS terminal, this “information indicating that the extracted part is defective” is used as diagnosis result information, and the diagnosis result information, the trouble log information, and the own store POS terminal device are installed. Failure call information including predetermined store identification information for identifying the store and failure occurrence date and time information is output to the communication line, and the output before the failure occurs in response to this output. A plurality of stores P that receive and display scheduled visit date and time information indicating the date and time when a maintenance person who maintains the POS terminal visits the store where the POS terminal is installed.
An OS terminal device, a log analysis database storing the failure cause information corresponding to the error code, a failure case database storing a coping method corresponding to the diagnosis result information and the failure cause information, POS parts database storing management number information of parts and equipment indicating tools for maintenance, and store information database storing store information including at least the store name and the address of the store corresponding to the store identification information And a maintenance base information database, which is a regional management table of maintenance bases that maintain the POS terminal, receives the trouble call information from the store POS terminal device via the communication line, When the diagnosis result information in the call information is "information indicating that the extracted part is defective", A corresponding coping method is retrieved from the failure case database, and when the retrieved coping method indicates that a component is to be replaced, a management number information of the component is retrieved from the POS component database, and the received failure call information is received. Searching for the fault cause information corresponding to the error code included in the fault log information from the log analysis database, and searching for a countermeasure corresponding to the searched fault cause information from the fault case database, When the searched coping method indicates the program re-installation, the control number information of the equipment necessary for the program re-installation is searched from the POS parts database, and the number corresponding to the store identification information in the received trouble call information is retrieved. The address of the store to be searched is searched from the store information database, and this search is performed. The maintenance base in charge of the store is searched from the maintenance base information database using the address, and the trouble log information, the management number information of the parts, the management number information of the equipment, the store information, and the trouble And outputting the failure handling instruction information including the occurrence date / time information to the communication line, receiving the scheduled visit date / time information in response to the output, and receiving the received scheduled visit date / time information via the communication line. The service center terminal outputs the call center terminal output to the store POS terminal device, the maintenance staff schedule database storing the location and schedule of the maintenance staff belonging to the maintenance base where the self-maintenance base terminal is installed, and the management number information of the parts. A maintenance parts inventory information database that stores inventory states of maintenance parts indicating parts and equipment corresponding to the management number information of the equipment; Receiving the trouble handling instruction information from the call center terminal via the communication line, and using the maintenance parts inventory information database to receive the trouble handling instruction information, A stock location of a part corresponding to the part management number information and a part of the equipment corresponding to the management number information of the equipment is searched, and the part and the equipment located closest to the store of the store POS terminal device are sent. Outputting an instruction and determining the date and time when the parts and the equipment arrive at the store, and using the maintenance staff schedule database to identify a maintenance person who can visit the store near the determined date and time using the maintenance staff schedule database. Is determined from the location and schedule of each maintenance person at the maintenance base where the maintenance is installed, and the scheduled visit date and time information of the determined maintenance person is determined. Maintenance system of the store POS terminal apparatus characterized by comprising a plurality of maintenance station terminal to be output to the call center terminal via the communication line to create a. 5. The store POS terminal device stores fault information indicating the content of the fault when a fault occurs and an error code corresponding to the fault cause information indicating the cause of the fault as fault log information as fault log information. Multiple P to record in
The fault log file of each of the OS terminal and the plurality of POS terminals is monitored to detect the fault information, and the POS terminal that has detected the fault information performs a diagnosis process according to the fault information. By processing this POS
When a defective part is extracted from the terminal, the "information indicating that the extracted part is defective" is used as diagnostic result information, and the diagnostic result information and the P which detects the fault information are used as diagnostic result information.
Outputs the fault log information of the OS terminal and fault call information including predetermined store identification information for identifying the store where the own store POS terminal device including the own store controller is set and fault occurrence date and time to a communication line. And a store controller for receiving and displaying scheduled visit date and time information indicating the date and time when a maintenance person who maintains the POS terminal in which the fault has occurred in response to this output indicates a date and time of visiting the store where the POS terminal is installed. The maintenance system for a store POS terminal device according to claim 4, further comprising: 6. The content of the fault indicated by the fault information among a plurality of hardware units that respectively realize predetermined functions provided in the POS terminal in which the fault has occurred, in the store POS terminal device. A predetermined diagnostic command is issued to each of a plurality of hardware units related to the above, and each is inspected. When a fault is detected, the hard unit in which the fault is detected is determined as a defective portion of the POS terminal. 5. The method according to claim 4, wherein
Or the maintenance system of the store POS terminal device according to 5. 7. The maintenance base terminal has a vacancy in the schedule near the date and time when the parts and the equipment arrive at the store, and the location near the date and time is stored in the store POS terminal device. 7. The store POS according to claim 2, wherein the nearby maintenance person is searched from the maintenance person schedule database using the store information in the failure response instruction information.
Terminal device maintenance system. 8. The maintenance system for a store POS terminal device according to claim 1, wherein said communication line is the Internet.