JP2008234602A - Automatic transaction device and reception processing system using the device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To prevent reduction in business efficiency by calling-out of a reception number of a customer unstaying in a store, since the customer leaves from the store without transacting in a window, when issuing a reception number tag of window transaction to the customer by an automatic transaction device. <P>SOLUTION: This reception processing system has the automatic transaction device 1, a reception number managing server 30 and a window terminal 20, and is characterized in that when the transaction performed in the window is caused, the automatic transaction device 1 requests a preferential reception number from the reception number managing server 30, and issues the preferential reception number acquired thereby by printing on the reception number tag, and the reception number managing server 30 sends the preferential reception number imparted to the automatic transaction deice 1 to the window terminal 20. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a reception processing system for transferring a customer to a counter transaction when processing at a counter occurs in a transaction with an automatic transaction apparatus operated by a customer.

The conventional reception processing system displays a screen that asks the automatic transaction device to wait for reception at the window when it is necessary for the transaction at the window for some reason when the customer is trading with the automatic transaction apparatus, When the customer selects waiting for reception, the automatic transaction apparatus receives a reception number from the reception terminal of the window and issues a reception number tag on which the reception number is printed (for example, see Patent Document 1).
JP 2005-222347 A (paragraph “0014” -paragraph “0015”, FIG. 2)

  However, in the conventional technology described above, the receipt number to be printed on the customer is the order after the customer who is already waiting at the counter, so even if the customer has received the receipt number tag, it will leave as it is. As a result, there is a problem that the processing for issuing the receipt number tag is wasted on the automatic transaction apparatus side, and that the reception side calls the receipt number of the customer who has already left, resulting in poor business efficiency. is there.

  An object of the present invention is to provide means for solving the above problems.

  In order to solve the above problems, the present invention provides an automatic transaction apparatus that executes a transaction by a customer's operation, a server that assigns a reception number for a window transaction, and a window that performs a transaction with a customer by an operation of a window clerk. A terminal, and when a transaction to be performed at the window occurs in the transaction at the automatic transaction apparatus, the automatic transaction apparatus requests and obtains a priority reception number for causing the server to preferentially perform the transaction at the window The server receives the priority receipt number printed on the receipt number tag and issues it, and the server sends the priority receipt number given to the automatic transaction apparatus to the window terminal.

As a result, the present invention issues a priority receipt number to the customer when there is a process to be performed at the window in the transaction with the automatic transaction apparatus, and performs the process at the window with the highest priority. It is possible to prevent the customer from going back in time, so that business efficiency can be improved. Also, the customer who interrupted the transaction for the convenience of the automatic transaction device should be guided preferentially to the window. By doing so, there is no need to wait for the turn, and the effect of improving customer service can be obtained.

  Embodiments of a reception processing system according to the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram illustrating a reception management system according to the first embodiment.
In FIG. 1, reference numeral 1 denotes an automatic transaction apparatus, which is installed in a sales office of a financial institution and automatically performs a transaction with a customer. 2 is a control unit, and the automatic transaction apparatus 1 according to a control program stored in a storage unit 3. In addition to having a function of performing various transactions by controlling each unit of the above, the communication unit 4 is used to communicate with the host computer 12 via the LAN 9 and the communication control device 10.

The storage unit 3 stores a control program and stores a processing result by the control unit 2 and the like.
Reference numeral 5 denotes a display operation unit, which is composed of a display unit such as an LCD or CRT, and an operation unit such as a touch panel arranged on the display unit. It is possible to input the information defined in the input key by pressing the input key with a finger from the touch panel, and the display unit also displays the input information etc. It has become.

A card read / write unit 6 has a function of reading and writing card information with respect to a magnetic stripe provided on a customer's transaction card, and a function of printing a transaction result with a customer on a receipt.
The card read / write unit 6 has a function of printing the receipt number received by the automatic transaction apparatus 1 from the receipt terminal 30 on a receipt and issuing it to the customer as a receipt number tag.

Reference numeral 7 denotes a cash deposit / withdrawal unit, which performs a cash deposit / withdrawal process associated with a transaction, and includes a banknote deposit / withdrawal machine that handles banknotes and a coin deposit / withdrawal machine that handles coins.
Reference numeral 8 denotes a passbook handling unit, which has a function of reading and writing passbook information recorded in the magnetic stripe of the inserted customer's passbook and writing the transaction contents and the like in the customer's passbook.
The passbook information includes a financial institution code, a branch code, an account number (identifier), the date when the last entry was made, its page, the last line, and the like.

The host computer 12 manages customer account information such as the name, address, telephone number, account number, financial institution code, branch code, personal identification number, unrecorded data, and account balance of each customer who has opened an account. Yes.
In addition, the host computer 12 performs reservation processing for customers to make reservations for window transactions and manages information related to reservation contents. Specifically, the host computer 12 accepts requests for window transaction reservations (window reservation requests). In this case, the reservation confirmation number is numbered, and the numbered reservation confirmation number is associated with the reservation date, time zone, and the account number of the customer who made the reservation, and is stored and managed.

Reference numeral 15 denotes a customer reception terminal, which is installed in a store of a financial institution and performs store reception processing such as issuance of reception number tags to customers.
Reference numeral 16 denotes a reception control unit, which has a function of controlling each unit of the customer reception terminal 15 in accordance with a store visit processing control program stored in the reception storage unit 17 and is connected to the automatic transaction apparatus 1 via the LAN 8.

The reception storage unit 17 stores a control program for store reception processing, and stores processing results by the reception control unit 16.
Reference numeral 18 denotes a reception printing unit, which has a function of printing a number indicating the order of reception on a reception number tag.
Reference numeral 20 denotes a window terminal, which is installed at the window of the store, and includes a display unit and an operation unit (not shown), a card processing unit that reads and writes a customer's transaction card, a bankbook handling unit that handles a customer's bankbook, and cash associated with transactions. A cash deposit / withdrawal department, etc., that performs the deposit / withdrawal processing, etc., and handles counter transactions with customers by operating the counter staff.

A window control unit 21 has a function of controlling each unit of the window terminal 20 in accordance with a window transaction processing control program stored in the window storage unit 22.
The window storage unit 22 stores a control program for window transaction processing, and stores a processing result and the like by the window control unit 21.
A reception number management server 30 is connected to the automatic transaction apparatus 1, the customer reception terminal 15, and the counter terminal 20 via the LAN 9, and receives a reception number in response to a request for the reception number from the automatic transaction apparatus 1 or the customer reception terminal 15. Is stored and the reception number is stored, and transmitted to the automatic transaction apparatus 1 and the customer reception terminal 25.

In response to a request for a reception number from the automatic transaction apparatus 1, the reception number management server 30 assigns a reception number (referred to as a priority reception number) that is distinguished from a reception number that is assigned by a request from the customer reception terminal 15. It shall be.
By assigning, for example, a number in the 900s to this priority reception number, it is possible for the window clerk to determine at a glance that it is a customer who is guided from the automatic transaction apparatus 1 to the window.

In addition, the reception number management server 30 has a function of managing whether or not a call is made for a numbered reception number in conjunction with a reading device (not shown) and grasping the number of people waiting for a call.
The operation of the above-described configuration will be described according to the steps indicated by S using the flowchart showing the operation of the reception management system of the first embodiment shown in FIG.

Here, a case where a customer performs passbook entry with the automatic transaction apparatus 1 will be described as an example.
S1, the control unit 2 of the automatic transaction apparatus 1 displays a transaction selection screen in which various transaction selection buttons are arranged on the display / operation unit 5 and is on standby, and the customer selects a passbook entry transaction selection button from the transaction selection screen. Recognizes that is pressed.
S2, the control unit 2 displays a guidance screen for prompting insertion of a passbook on the display operation unit 5, and when the customer inserts the passbook according to the guidance screen, the passbook handling unit 8 reads the passbook information from the magnetic stripe of the passbook. Stored in the storage unit 3, a request for acquiring a book content with the financial institution code, branch code, account number, etc. of the passbook information is transmitted to the host computer 12 via the LAN 9 and the communication control device 10 by the communication unit 4. .

The host computer 12 reads customer account information managed based on the financial institution code, branch code, and account number of the received book content acquisition request, and stores the unbooked data of the customer account information via the communication control device 10. To the automatic transaction apparatus 1.
S <b> 3, the control unit 2 starts the passbook entry by the passbook handling unit 8 based on the unbooked data received from the host computer 12.

Here, it is assumed that an error such as inability to write to the magnetic stripe occurs during the passbook entry.
S4, when recognizing the occurrence of the error, the control unit 2 confirms that the current time is the reception time of the window by a clock (not shown).
Here, FIG. 3 is an explanatory diagram showing a window reception confirmation screen.

  S5, the control unit 2 asks whether to reissue the passbook at the window or to reissue at the window at a later date because the automatic transaction apparatus 1 cannot issue the bankbook as shown in FIG. Display the window reception confirmation screen with the "window" key to go to the window as it is, and the "store at a later date" key to visit the store at a later date. If the customer presses the "window" key, the process proceeds to the next step S6 If the “store at a later date” key is pressed, the process proceeds to step S8.

S 6, when the control unit 2 recognizes that the “window” key is pressed, the communication unit 4 transmits a priority receipt number acquisition request to the receipt number management server 30 via the LAN 9.
Upon receipt of the priority receipt number acquisition request from the automatic transaction apparatus 1, the receipt number management server 30 assigns a priority receipt number and transmits the priority reception number to the automatic transaction apparatus 1 via the LAN 9.

Accordingly, the control unit 2 receives and acquires the priority reception number.
S7, when the control unit 2 receives the priority receipt number, the card read / write unit 6 receives a bank number (financial institution code), a branch number (branch code), a transaction content indicating an interrupted transaction, a subject, an account number, Print a receipt number tag with transaction classification, receipt number, etc., issue it to the customer, return the inserted passbook, and bring the receipt number tag and move to the window The information is displayed on the display operation unit 5 and the transaction process with the customer is terminated.

S8. When the control unit 2 recognizes that the “store visit at a later date” key is pressed in step S5, the control unit 2 displays a screen prompting the display operation unit 5 to select the date and time to visit the store, and the date and time zone (for example, in units of 15 minutes). A store visit date / time selection screen with a list to be selected is displayed.
The customer inputs the date and time of visiting the store at a later date according to the store visit date / time selection screen.
S 9, the control unit 2 reads the account number of the passbook information stored in the storage unit 3, and transmits a window reservation request with the date and time zone input by the customer and the read account number to the host computer 12.

Upon receiving the window reservation request, the host computer 12 assigns a reservation confirmation number, associates the reservation confirmation number with the date, time zone, and account number attached to the received window reservation request, stores it as reservation information, and collects it. The reserved reservation confirmation number is transmitted to the automatic transaction apparatus 1 via the LAN 9.
S10, when the control unit 2 receives the reservation confirmation number, the display operation unit 5 displays a screen for instructing reception of the receipt number tag at the window terminal 20 on the day of the reservation, and the card read / write unit 6 makes the reservation date and time. In addition to this, a receipt indicating the reservation confirmation printed with the received reservation confirmation number is issued and the transaction processing with the customer is terminated.

Then, when the customer visits the store on the day of the reservation, the customer enters the reservation confirmation number at the operation unit of the window terminal 20 in order to receive the receipt number tag, and inserts his / her transaction card into the card processing unit. The processing unit reads the account number from the transaction card, and transmits a reservation confirmation message with the account number and the reservation confirmation number to the reception number management server 30.
The reception number management server 30 searches the stored reservation information based on the reservation confirmation number of the received reservation confirmation message, and confirms that the account number of the corresponding reservation information matches the account number of the reservation confirmation message. The priority reception number is numbered and transmitted to the customer reception terminal 15 and the window terminal 20.

Thereby, the reception control unit 16 of the customer reception terminal 15 issues a reception number tag with the received priority reception number, and the window control unit 21 of the window terminal 20 calls the received priority reception number and the priority reception number. A screen prompting you to do so is displayed.
As described above, in this embodiment, when the transaction at the automatic transaction apparatus is interrupted and it is necessary to continue at the window, if the customer continues the transaction at the window as it is, the window is given priority. Priority issuance number to be guided to the customer, so that it is possible to prevent the customer from calling back before being guided to the counter while receiving the receipt number tag. Can do.

In addition, by reserving the transaction date and time at the counter, customers who do not have time to continue the transaction at the counter can visit the store at their convenience, improving customer service. Can do.
In the first embodiment, it has been described that the date list and the time zone list are arranged on the store visit date / time selection screen. However, the customer is provided with a numeric keypad, a date entry field, and a time entry field. You may make it input to.

In Example 1 above, the priority receipt number is issued when the transaction is continued at the window. However, the number of waiting persons at the window is displayed in FIG. A normal reception number may be issued to the selected customer. In this case, the automatic transaction apparatus 1 obtains the waiting number from the reception number management server 30 and displays “The waiting number at the current window is XX” on the display screen of FIG.
In this way, the customer accepts the customer after expecting a waiting time, and therefore, the customer rarely leaves the store before calling. Accordingly, it is possible to suppress a decrease in business efficiency due to calling a customer who has returned.

The configuration of the reception management system of the present embodiment is the same as that of the first embodiment, and here, the operation when the time when the customer uses the automatic transaction apparatus 1 is outside the business hours of the window will be described.

The host computer 12 of the present embodiment stores the account number attached to the passbook postal power transmission text when receiving the passbook postal power transmission text with the customer account number and the like from the automatic transaction apparatus 1, Manage as a passbook mailing list.

The clerk regularly browses the passbook mailing list on a terminal (not shown), and performs processing, procedures, etc. for mailing the bankbook issued to the customers on the list.
The operation of the reception management system of this embodiment will be described according to the steps indicated by SA using the flowchart showing the operation of the reception management system of the second embodiment shown in FIG.
Here, a case where a customer performs passbook entry with the automatic transaction apparatus 1 will be described as an example.

SA1, the control unit 2 of the automatic transaction apparatus 1 displays a transaction selection screen on which various transaction selection buttons and the like are arranged on the display operation unit 5 and stands by, and the customer selects a passbook entry transaction selection button from the transaction selection screen. Recognizes that is pressed.
SA2, the control unit 2 displays a guidance screen for prompting insertion of a passbook on the display operation unit 5, and when the customer inserts the passbook according to the guidance screen, the passbook handling unit 8 reads the passbook information from the magnetic stripe of the passbook, A request for acquiring the registered contents with the financial institution code, branch code, account number, etc. of the passbook information is transmitted to the host computer 12 via the LAN 9 and the communication control device 10 by the communication unit 4.

The host computer 12 reads customer account information managed based on the financial institution code, branch code, and account number of the received book content acquisition request, and stores the unbooked data of the customer account information via the communication control device 10. To the automatic transaction apparatus 1.
SA3, the control unit 2 starts the passbook entry by the passbook handling unit 8 based on the unbooked data received from the host computer 12.

Here, it is assumed that an error such as inability to write to the magnetic stripe occurs during the passbook entry.
When the occurrence of an error is recognized, SA4, the control unit 2 determines whether or not the current time is the window reception time by using a clock (not shown), and confirms that it is outside the window reception time. Although omitted in the flowchart, the operation of the first embodiment is performed within the window time.

Here, FIG. 5 is an explanatory view showing a passbook delivery selection screen.
SA5, the control unit 2 asks whether it is not possible to issue a passbook as shown in FIG. 5, whether to make a reservation on a convenient date and hand over a new passbook at a later date or mail a new passbook A passbook delivery selection screen on which a “reservation” key, a “mail” key and the like are arranged together with a guidance to that effect is displayed on the display operation unit 5.

Here, since the operation when the “reservation” key is pressed is the same as the operation from step S8 to step S10 after the “store at a later date” key shown in the first embodiment is pressed, description thereof will be omitted.
It is assumed that the customer has pressed the “mail” key.
SA6, When the control unit 2 recognizes that the customer has pressed the “mail” key in accordance with the passbook delivery selection screen, the control unit 2 asks the display operation unit 5 whether the mail address is the address registered by the customer when the account is opened. “Yes” key and “No” key for determining whether or not it is possible display a mailing address confirmation screen.

SA7, the control unit 2 proceeds to the next step SA8 when the “yes” key is pressed by the customer, and proceeds to step SA9 when the “no” key is pressed.
SA 8, the control unit 2 reads the account number stored in the storage unit 3, transmits a passbook mail transmission / reception sentence with the account number to the host computer 12, and transaction processing related to the passbook entry with the customer to the display operation unit 5. Displays a screen to finish.

SA9, when the control unit 2 recognizes that the "No" key is pressed in step SA7, displays a screen for prompting the display operation unit 5 to input the address of the mailing address, an address input field, a character key for input, and the like. Display the mailing address input screen.
The customer inputs the mailing address of the passbook according to the mailing address input screen.
SA10, when the address is input by the customer, the control unit 2 reads the stored account number, transmits a bankbook postal power transmission statement with the account number and the input address to the host computer 12, and the display operation unit 5 Displays a screen to the effect that the transaction processing related to the passbook entry with the customer is terminated.

  As described above, in this embodiment, in addition to the effect of the first embodiment, by allowing the customer to select whether to pass the issued passbook at the window or by mail, it is possible for the customer outside the window transaction time. If the bankbook cannot be issued, or the customer cannot make a reservation in the near future due to circumstances, the bankbook can be delivered by mail, and the customer service can be further improved.

FIG. 1 is a block diagram illustrating a reception management system according to the first embodiment. The flowchart which shows operation | movement of the reception management system of Example 1. Explanatory drawing showing the window for confirming reception Flowchart showing the operation of the reception management system of the second embodiment. Explanatory drawing showing the passbook delivery selection screen

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Automatic transaction apparatus 2 Control part 3 Memory | storage part 4 Communication part 5 Display operation part 6 Card read / write part 7 Cash deposit / withdrawal part 8 Passbook handling part 9 LAN
DESCRIPTION OF SYMBOLS 10 Communication control apparatus 12 Host computer 15 Customer reception terminal 16 Reception control part 17 Reception storage part 18 Reception printing part 20 Window terminal 21 Window control part 22 Window storage part 30 Reception number management server

Claims (4)

An automatic transaction apparatus that executes transactions by customer operations, a server that assigns a reception number for window transactions, and a window terminal that performs transactions with customers by operations of window staff,
When a transaction to be performed at the window occurs at the time of the transaction at the automatic transaction apparatus, the automatic transaction apparatus requests a priority reception number for causing the server to preferentially perform the transaction at the window, and the priority reception number acquired thereby Print it on the receipt number tag and issue it.
The server sends a priority receipt number given to the automatic transaction apparatus to the window terminal. In an automatic transaction device that executes transactions by customer operations,
When a transaction occurs at the counter during the transaction, a screen is displayed that allows you to select whether to perform the transaction at the counter as it is or to make a reservation for the date and time to visit the store at a later date.
An automatic transaction characterized in that when a transaction is selected at the window, a priority receipt number to be preferentially traded at the window is obtained from the server, and the priority receipt number is printed on the receipt number tag and issued. apparatus. The automatic transaction apparatus according to claim 2,
When a selection to make a reservation is made, a screen for inputting the date and time of the reservation is displayed, and the date and time entered by the customer and the customer identifier are transmitted to the host device for storage, and the receipt indicating the confirmation of the reservation to the customer Is an automatic transaction apparatus. The automatic transaction apparatus according to claim 2,
When the processing performed at the counter is issuance of a passbook, a screen for selecting whether to pass the passbook or mail the passbook at the counter is displayed. An automatic transaction apparatus, characterized by causing a list of customers to be sent to the apparatus and mailing a passbook managed by the host apparatus to be updated.