JP2010182030A - Information management system and state collection method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To collect state information of a terminal device corresponding to each customer, and to provide rapid and accurate support information. <P>SOLUTION: A collection condition setting part sets a collection condition that is a collection condition of each customer using the terminal device, for making the terminal device collect and transmit the terminal state information that is the state information capable of being collected in the terminal device. A state information collection part performs the collection according to the collection condition set from an information processor. A terminal state information transmission part transmits the terminal state information collected by the state information collection part. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to an information management system and a state collection method.

2. Description of the Related Art Conventionally, in help desks that perform support work related to terminal devices such as inquiries when terminal devices do not operate normally, terminal device status information (referred to as terminal status information) is received from the user of the terminal device by telephone or FAX. collect. Then, the help desk provides the user with handling information for dealing with the problem indicated by the collected terminal status information.
However, there are cases where it is difficult for the user to grasp the details of the state of the terminal device, or the state information of the terminal device that is transmitted may differ depending on the user, and it is difficult for the help desk to accurately grasp the terminal state information. There was a problem that it was often. In particular, it is difficult to grasp the current setting in a terminal device that is operating with individual settings for each terminal device, so whether the hardware or software of the terminal device is the cause of malfunction It is also difficult to accurately grasp whether it is due to settings. In addition, when a plurality of other peripheral devices are connected to the terminal device, it is difficult to accurately grasp whether the cause of the malfunction is in the terminal device or other peripheral devices. .

  In Patent Document 1, the terminal network control device sends a dedicated diagnosis request signal to the terminal device, and when the terminal device receives the diagnosis request signal, it transmits the state of the terminal device as a diagnosis response signal. A terminal system that reports to the center when the terminal network control device receives a diagnostic response signal and analyzes the state of the terminal device to determine that the terminal is abnormal is described.

By the way, the terminal device is often used in different environments depending on the business contents of the customer, and the usage state thereof is often different for each terminal device.
For example, in a taxi company, a payment terminal device for inputting payment information is mounted on a moving body such as a taxi, and performs payment processing by communicating with an information processing center. On the other hand, when communicating with the information processing center by wireless communication at a store having a store, the payment terminal is installed near the cash register and connected to the access point by wireless communication with the information processing center. Make a payment process by communicating. In this way, the wireless communication environment differs, for example, the reception quality differs depending on whether each terminal apparatus moves or is fixed. In addition, for example, there is a possibility that the portable terminal device may fail due to an impact or the like that the user dropped the terminal device, but the possibility is low in the installation type terminal device.

In addition, each customer who uses the terminal device may have different standards for the status information of the terminal device to be detected.
For example, a rechargeable battery is consumed quickly by a customer who performs a business with a high usage frequency of the terminal device, and a rechargeable battery is consumed slowly by a customer who performs a business with a low usage frequency of the terminal device. The rechargeable battery replacement time is based on the number of times of charging, but in the former case, compared to the latter case, it is necessary to detect that it is time to replace the battery before the rechargeable battery is used and to prepare a rechargeable battery for replacement. There is a request.

JP 7-193640 A

However, in the technique described in Patent Document 1, the terminal state information is uniformly transmitted to analyze the state. For this reason, depending on the terminal device used by the customer, this technology has a drawback that a lot of unnecessary state information is transmitted and it becomes difficult to analyze the state, or the necessary state information is not transmitted and the state is analyzed. There was a disadvantage that it was not possible. As a result, the help desk that performs the support work related to the terminal device cannot grasp accurate status information, and wastes response time.
In addition, the technique described in Patent Document 1 has a drawback in that an error cannot be detected on the basis of a request according to each customer because an error (abnormality) is determined uniformly at a uniform timing. there were. As a result, the help desk has to check the criteria requested by the customer and the status information of the terminal device and determine whether the status information matches the criteria.
As described above, the conventional technology has a drawback in that it cannot collect terminal device status information corresponding to each customer, and cannot perform prompt and accurate support operations.

  The present invention has been made in view of the above points, and an object of the present invention is to collect information on the status of terminal devices according to each customer and to provide quick and accurate support information. A system and a state collection method are provided.

(1) The present invention has been made to solve the above problems, and the present invention provides an information management system including a plurality of terminal devices and an information processing device that communicates with the terminal devices. The information processing apparatus is a collection condition for each customer who uses the terminal device, and the collection condition for causing the terminal device to collect terminal state information, which is state information that can be collected by the terminal device, and to transmit to the own device The terminal device is configured to collect the terminal state information according to the collection condition set from the information processing device, and the state information collection unit collects the terminal state information. An information management system comprising: a terminal state information transmitting unit that transmits terminal state information to the information processing apparatus.
According to the above configuration, the information management system sets a collection condition in which the information processing apparatus collects terminal state information and transmits it to the own apparatus, and the terminal apparatus transmits the terminal state information to the information processing apparatus. Since the collected terminal state information is transmitted to the information processing apparatus according to the collection condition set from the above, the terminal apparatus state information corresponding to each customer can be collected.

(2) The present invention further includes a help desk terminal that displays the customer information in the information management system, wherein the information processing apparatus or the help desk terminal includes the terminal status information and the terminal status. A state coping information storage unit that stores state coping information associated with coping information referenced when coping with a problem indicated by the information, and the help desk terminal stores the state coping information storage unit In the status handling information, a handling information display unit for displaying handling information corresponding to the terminal status information transmitted by the terminal device is provided.
With the above configuration, the information management system can provide quick and accurate support information because the help desk terminal displays the handling information corresponding to the terminal status information.

(3) The present invention further includes a help desk terminal that displays the customer information in the information management system, wherein the help desk terminal accepts selection of the terminal device and the selected terminal. The apparatus includes a terminal state information collection command unit that issues a command to cause the apparatus to collect the terminal state information and transmit the collected terminal state information to the own apparatus.
According to the above configuration, the information management system issues a command for the help desk terminal to accept the selection of the terminal device and cause the selected terminal device to collect the terminal state information and transmit it to the own device. The help desk terminal can provide the latest terminal status information and can provide accurate support information.

  (4) Moreover, this invention is a state collection method in the information management system which comprises a some terminal device and the information processing apparatus which communicates with the said terminal device, The said information processing apparatus uses the said terminal device A first process of setting a collection condition for each customer to perform, which is a collection condition for causing the terminal device to collect terminal state information, which is state information that can be collected by the terminal device, and transmitting it to the own device, and the terminal A second process in which the device collects the terminal status information according to a collection condition set from the information processing apparatus; and the terminal status information collected in the second process by the terminal device, And a third process of transmitting to the information processing apparatus.

  According to the present invention, the information management system sets a collection condition for the information processing apparatus to collect terminal state information and transmit it to the own apparatus, and the terminal apparatus sets the terminal state information from the information processing apparatus. Since the collected terminal status information is collected according to the collection conditions and transmitted to the information processing device, the status information of the terminal device according to each customer can be collected, and prompt and accurate support information can be provided. .

It is a figure explaining the outline about the whole picture of the settlement system concerning the embodiment of the present invention. It is a schematic block diagram which shows the structure of the terminal for payment concerning this embodiment. It is a schematic block diagram which shows the structure of the apparatus of the information processing center which concerns on this embodiment. It is a schematic block diagram which shows the structure of the apparatus of the help desk center which concerns on this embodiment. It is a schematic block diagram which shows the structure of the terminal state information and collection condition information which the customer support database which concerns on this embodiment memorize | stores. It is the schematic which shows an example of the terminal status information which concerns on this embodiment. It is the schematic which shows another example of the terminal state information which concerns on this embodiment. It is the schematic which shows another example of the terminal state information which concerns on this embodiment. It is the schematic which shows an example of the collection condition information which concerns on this embodiment. It is the schematic which shows an example of the state determination information which concerns on this embodiment. It is the schematic which shows another example of the state determination information which concerns on this embodiment. It is the schematic which shows an example of the state analysis information which concerns on this embodiment. It is the schematic which shows an example of the error information which concerns on this embodiment. It is the schematic which shows another example of the error information which concerns on this embodiment. It is the schematic which shows another example of the error information which concerns on this embodiment. It is the schematic which shows an example of the search screen which concerns on this embodiment. It is the schematic which shows an example of the search result display screen which concerns on this embodiment. It is the schematic which shows an example of the terminal state display screen which concerns on this embodiment. It is the schematic which shows an example of the error information display screen which concerns on this embodiment. It is the schematic which shows an example of the coping method display screen which concerns on this embodiment. It is the schematic which shows an example of the terminal status information detailed display screen which concerns on this embodiment. It is the schematic which shows an example of the management table confirmation screen which concerns on this embodiment. It is a flowchart which shows an example of operation | movement of the help desk terminal which concerns on this embodiment. It is a flowchart which shows an example of the operation | movement about the update process of the collection condition information which concerns on this embodiment.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram for explaining an outline of an overall image of a settlement system (information management system) according to an embodiment of the present invention.
The payment system includes payment terminals (terminal devices) A1, A2, and B1, an information processing center D1, a payment management center (CAFIS center: Credit And Finance Switching System Center, registered trademark) E1, card companies F1 and F2, and help. A desk center G1 is provided.

  Payment terminals A1, A2 and B1 read information from a credit card, a cash card of a financial institution such as a bank, or a contactless IC (Integrated Circuit) card that performs contactless payment, a payment method A terminal device for inputting a password, payment amount information, and the like. Further, the payment terminals A1, A2, and B1 transmit the read information and the input information (hereinafter referred to as payment information) to the apparatus of the information processing center D1. Further, the payment terminals A1, A2, B1 print a receipt when receiving payment completion information indicating that payment is completed from the transmitted information from the apparatus of the information processing center D1.

Further, each of the payment terminals A1, A2, B1 receives and stores the collection condition information from the device of the information processing center D1. The collection condition information is obtained by causing the payment terminals A1, A2, and B1 to collect terminal state information that is state information that can be collected by the payment terminals A1, A2, and B1, and processing the information processing server d12 (information processing apparatus) of the information processing center. ) Is information on collection conditions to be transmitted to (FIG. 9).
Payment terminals A1, A2, and B1 collect terminal status information of their own devices according to the stored collection conditions, and transmit them to the information processing center D1.

  The payment terminals A1 and A2 are terminals that a customer (member store) A, which is a company or the like, uses by its employees or the like (referred to as users). The settlement terminal B1 is a terminal that the customer B uses for the employee or the like. For example, customer A is a taxi company, and payment terminals A1 and A2 are mounted in a taxi, and perform payment processing by communicating with an information processing center through mobile communication. On the other hand, the customer B is a store having a store, and the payment terminal B1 is installed near the cash register and is connected to the access point by wireless communication. The settlement terminal B1 is connected to the network 1 from the access point via the communication cable, and performs settlement processing by communicating with the apparatus of the information processing center D1. As described above, the wireless communication environment varies depending on whether each payment terminal moves or is fixed, for example, the reception quality varies. That is, the usage state of the payment terminals A1, A2, and B3 varies depending on the business contents of the customer.

  The apparatus of the information processing center D1 authenticates the payment terminals A1, A2, and B1, and then transmits the payment information received from the payment terminals A1, A2, and B1 to the apparatus of the payment management center E1. When the apparatus of the information processing center D1 receives information on the successful completion of payment from the apparatus of the payment management center E1, it transmits the payment completion information to the payment terminals A1, A2, and B1.

  Further, the information processing center D1 device stores customer information registered in advance. The apparatus of the information processing center D1 transmits collection condition information set for each customer to each of the payment terminals A1, A2, and B1. The apparatus of the information processing center D1 stores the terminal state information collected from the payment terminals A1, A2, and B1, and collected according to the collection condition information. The device of the information processing center D1 transmits the stored customer information and terminal state information to the device of the help desk center G1.

The device of the payment management center E1 transmits the payment information to the device of the card company F1 or the card company F2 that performs payment processing using the received payment information.
The device of the card company F1 or the card company F2 performs credit processing based on the settlement information and performs settlement processing. The result of the payment process is transmitted to the device of the information processing center D1 via the device of the payment management center E1.
The device at the help desk center G1 manages the customer information and the terminal status information received from the device at the information processing center D1, and displays information necessary for responding to the inquiry from the user. Further, as will be described later, the device of the help desk center G1 issues a command (hereinafter referred to as a “terminal status information collection command”) that causes the payment terminals A1, A2, and B1 to collect terminal status information and transmit it to the own device.

  Hereinafter, the configuration of the devices of the payment terminals A1, A2, B1, the information processing center D1, and the help desk center G1 will be described with reference to FIGS. Hereinafter, payment terminals A1, A2, and B1 are referred to as payment terminal a1, information processing center D1 as information processing center d1, and help desk center G1 as help desk center g1.

<Regarding Configuration of Payment Terminal a1>
FIG. 2 is a schematic block diagram showing the configuration of the payment terminal a1 according to the present embodiment. The settlement terminal a1 includes a control unit a11, a display unit a121, an input unit a122, a card reading unit a123, an external IF (interface) unit a124, a printing unit a125, a temperature detection unit a126, an acceleration detection unit a127, a power supply unit a128, a tamper. An information detection unit a129, a collection condition information storage unit a13, a terminal state information storage unit a14, and a communication unit a15 are configured.

  The control unit a11 includes a log output unit a111, a self-diagnosis unit a112, and a terminal state information collection unit a113. The terminal state information storage unit a14 includes a terminal setting information storage unit a141 and a state detection information storage unit a142. The communication unit a15 includes a functional message communication unit a151, a radio wave sensitivity detection unit a152, and a terminal state information transmission unit a153.

  The control unit a11 includes a display unit a121, an input unit a122, a card reading unit a123, an external IF unit a124, a printing unit a125, a temperature detection unit a126, an acceleration detection unit a127, a power supply unit a128, a tamper information detection unit a129, and a communication unit. Control each unit such as a15.

  The log output unit a111 outputs a software log (SW log: SoftWare log, see FIG. 6) output by the control unit a11 when executing software to the terminal state information collection unit a113 as terminal detection information. The software log includes program processing time, processing contents, and processing result history. For example, when an error occurs, an error log is included. The processing contents may include power ON / OFF and operation contents of the settlement terminal a1, and the software log may set the contents to be collected for each settlement terminal a1 or for each customer.

  The self-diagnosis unit a112 of the control unit a11 performs self-diagnosis for diagnosing the state of each unit in the apparatus based on a self-diagnosis (diagnostic) program stored in advance. For example, the self-diagnosis unit a112 diagnoses whether information display by the display unit a121, card reading by the card reading unit a123, printing by the printing unit a125, and the like are normally operable. The self-diagnosis unit a112 outputs self-diagnosis result information, which is a result of self-diagnosis, to the terminal state information collection unit a113 as terminal detection information.

  Based on the collection condition information stored in the collection condition storage unit a13, the state information collection unit a113 includes a log output unit a111, a self-diagnosis unit a112, a printing unit a125, a temperature detection unit a126, an acceleration detection unit a127, a power supply unit a128, The tamper information detection unit a129 and the radio wave sensitivity detection unit a152 are caused to output terminal detection information to the state information collection unit a113. The state information collection unit a113 outputs the collected terminal detection information to the terminal state information transmission unit a153.

  In addition, the state information collection unit a113 stores setting information (hereinafter referred to as terminal setting information) set for the user by the input from the input unit a122. For example, the user can set whether or not to automatically turn off the payment terminal a1 when there is no operation for a certain time, and the length of a certain time until the power is turned off. The state information collection unit a113 outputs the stored terminal setting information to the terminal state information transmission unit a153 based on the collection condition information stored in the collection condition storage unit a13. Hereinafter, terminal detection information and terminal setting information are referred to as terminal state information.

  Here, the collection condition information is a collection condition for each customer, and is collection condition information for collecting terminal state information and transmitting it to the information processing center d1. In addition, the collection condition information (see FIG. 9) includes, for each terminal state information, a trigger setting indicating whether or not the terminal state information is collected and transmitted, and a criterion for whether or not the terminal state information is collected and transmitted. Each of the threshold value to be displayed, the upload type indicating whether the terminal state information is automatically collected and transmitted, or collected and transmitted by the user's operation, and the upload timing indicating the timing at which the terminal state information is collected and transmitted Information having an item. Details of the collection condition information will be described later.

  In the present embodiment, the state information collection unit a113 causes each unit to output terminal detection information based on the collection condition information stored in the collection condition storage unit a13, but the present invention is not limited to this. For example, each unit periodically outputs terminal detection information to the state information collection unit a113. When the state information collection unit a113 detects terminal state information that matches the collection condition information from the latest terminal state information output from each unit, the state information collection unit a113 may output it to the terminal state information transmission unit a153.

  Further, as will be described later, the state information collection unit a113 receives the terminal state information collection command from the information processing center d1, or the user performs an operation to collect the terminal state information and transmit it to the information processing center d1. In this case, the terminal state information is collected by each unit and is output to the state information collecting unit a113. The state information collection unit a113 outputs the collected terminal state information to the terminal state information transmission unit a153. In this case, the state information collection unit a113 may select terminal state information to be collected based on a part of the collection condition information (for example, a threshold value).

The display unit a121 includes a liquid crystal display, and displays the status of payment processing, a setting change screen, and the like.
The input unit a122 includes buttons such as numeric keys and a determination key. A payer who is the owner of a credit card or the like can input a password by pressing this button. In addition, the user changes the setting of the settlement terminal a1 by pressing this button.

The card reading unit a123 includes a card reader, and reads magnetic information of a credit card or a cash card or information from a non-contact type IC card.
The external IF unit a124 is an interface connected to peripheral devices. Here, the interface is a communication circuit that performs communication by, for example, serial communication, infrared communication, Bluetooth, or the like. For example, the settlement terminal a1 is connected to a fare meter device that calculates a taxi fare for a taxi via an interface, and a payment amount is input from the fare meter device. Further, for example, it is connected to a cash register apparatus in a store, and a payment amount is input from the cash register apparatus.
Information read by the card reading unit a123, input payment amount, password, and other information are transmitted as payment information to the apparatus of the information processing center d1 via the communication unit a15.

  The printing unit a125 includes a printer, and prints a receipt when payment completion information is received from the information processing center d1. The printing unit a125 includes a paper end sensor that detects the presence or absence of printing paper. The terminal status information collection unit a113 uses the detection time and information on the presence or absence of detected printing paper (paper replacement status information) as terminal detection information. Output to.

The temperature detection unit a126 includes a temperature sensor, detects the temperature in the payment terminal a1, and collects terminal state information using the detection time and detected temperature information (referred to as temperature status information) as terminal detection information. To the part a113.
The acceleration detection unit a127 includes an acceleration sensor, detects the acceleration of the settlement terminal a1, and uses the detection time and the detected acceleration information (referred to as impact detection information) as terminal detection information, as a terminal state information collection unit. It outputs to a113. The impact applied to the payment terminal a1 can be detected from the acceleration information.

  The power supply unit a128 supplies power from the rechargeable battery to each unit of the payment terminal a1. The power supply unit a128 detects power supply information such as the number of times the rechargeable battery is charged, usage time, and voltage, and uses the detection time and the detected power supply information (referred to as battery usage information) as terminal detection information. The data is output to the collection unit a113. In addition, although the rechargeable battery is used as the power source for the portable settlement terminal a1, for example, when it is installed in a store, the power is supplied from an outlet.

The tamper information detection unit a129 detects tamper information indicating whether or not the payment terminal a1 has been tampered with. In order to prevent skimming or the like for copying a card having the same information as the information written on the magnetic card, the payment terminal a1 is illegally opened when the payment terminal a1 is illegally opened. A function is provided for detecting that this has been done and erasing the stored data. The tamper information detection unit a129 has a function of detecting that the tampering information is opened illegally.
The tamper information detection unit a129 outputs the detection time and the detected tamper information to the terminal state information collection unit a113 as terminal detection information.

  The collection condition information storage unit a13 stores the collection condition information received from the information processing center d1. Details of the collection condition information will be described later.

The communication unit a15 communicates with the information processing center d1 wirelessly or by wire.
The functional message communication unit a151 transmits electronic data such as payment information to the apparatus of the information processing center d1, and receives a response.
The radio wave sensitivity detection unit a152 is provided in the communication unit a15 that performs wireless communication, and detects a radio wave level of a received radio wave received from a base station device (not shown). The radio wave sensitivity detection unit a152 outputs radio wave reception sensitivity information, which is information on the detection time and the detected radio wave level, to the terminal state information collection unit a113 as terminal detection information.

  The terminal state information transmission unit a153 transmits the terminal state information input from the terminal state information collection unit a113 to the information processing center d1.

<About apparatus configuration of information processing center d1>
FIG. 3 is a schematic block diagram showing the configuration of the apparatus of the information processing center d1 according to this embodiment. The information processing center d1 includes an authentication server d11, an information processing server (information processing device) d12, a customer management database (DB: DataBase) d13, and a terminal state management database d14.

The information processing center d1 communicates with the payment terminal a1 via the network 1 and via a base station device and a network (not shown).
The authentication server d11 authenticates the settlement terminal device a1.

  The information processing server d12 includes a settlement processing unit d121, a collection condition setting unit d122, a collection condition update unit d123, a terminal state information collection unit d124, and a terminal state information analysis unit d125.

  The payment processing unit d121 transmits the payment information received from the payment terminal device a1 to the payment management center E1. In addition, when the payment processing unit d121 receives information indicating that the payment is normally completed from the payment management center E1, the payment processing unit d121 transmits the payment completion information to the payment terminal device a1 that is the transmission source of the payment information.

The collection condition setting unit d122 reads the collection condition information from the collection condition information storage unit d141 of the terminal state management database d14 and transmits it to the payment terminal a1.
When the collection condition information update information is input from the help desk center, the collection condition update unit d123 updates the collection condition information stored in the collection condition information storage unit d141. The collection condition update unit d123 transmits the updated collection condition information to the payment terminal device a1.

  The terminal state information collection unit d124 stores the terminal state information received from each payment terminal a1 in the terminal state information storage unit d142 of the terminal state management database d14. In addition, when the terminal status information collection command is input from the device of the help desk center g1, the terminal status information collection unit d124 transmits the terminal status information collection command to the payment terminal a1.

  When the terminal state information collection unit d124 stores the terminal state information in the terminal state information storage unit d142, the terminal state information analysis unit d125 reads the terminal state information and stores the state determination information stored in the state determination information storage unit d143. The state determination process for determining the state of the payment terminal a1 is performed. Details of the state determination process performed by the terminal state information analysis unit d125 will be described later.

In addition, the terminal state information analysis unit d125 has an error state classification that is most likely to be a cause of an inquiry regarding an error state classification that is an error state classification information indicating an error state that causes an inquiry to the help desk. An error state classification selection process for selecting is performed. Details of the error state classification selection process performed by the terminal state information analysis unit d125 will be described later.
The terminal state information analysis unit d125 stores the result of the state determination process and the error state classification selection process in the state analysis information storage unit d144 as state analysis information.

  Further, the terminal state information analysis unit d125 performs an error state prioritization process that orders a plurality of error states that are the result of the state determination process in the order of error states that are most likely to cause an inquiry. Details of the error status prioritization process performed by the terminal status information analysis unit d125 will be described later. The terminal state information analysis unit d125 stores the result of the error state prioritization process in the error information storage unit d143.

The customer management database d13 includes a customer information storage unit d131, a terminal information storage unit d132, and a settlement status information storage unit d133.
The customer information storage unit d131 stores customer information in which a terminal identification number for identifying a member store (customer), a member store name as a customer name, a member store address, a telephone number, and the like are associated with each other. Here, the terminal identification number is a number unique to a member store that is assigned for each business such as a credit business and a debit business, and is managed by a business managing company such as a card company.
The terminal information storage unit d132 stores terminal information in which the serial number, which is the manufacturing number of the payment terminal a1, the terminal identification number, and information on the payment terminal a1 are associated with each other. Here, the serial number is a number assigned serially (sequentially) according to the date of manufacture, and is assigned at the terminal manufacturing factory. The serial number is a number different for each payment terminal a1 and is a number used as identification information for identifying the payment terminal a1.
The payment status information storage unit d133 stores payment status information in which the terminal identification number and the payment status information are associated with each other.

  The terminal state management database d14 includes a collection condition information storage unit d141, a terminal state information storage unit d142, a state determination information storage unit d143 (state handling information storage unit), a state analysis information storage unit d144, and an error information storage unit d145. Consists of.

The collection condition information storage unit d141 stores collection condition information (see FIG. 9). Details of the collection condition information will be described later.
The terminal state information storage unit d142 stores terminal state information (see FIGS. 6 to 8). Details of the terminal status information will be described later.

The state determination information storage unit d143 stores state determination information (see FIGS. 10 and 11). Details of the state determination information will be described later.
The state analysis information storage unit d144 stores state analysis information (see FIG. 15). Details of the state analysis information will be described later.
The error information storage unit d145 stores error information (see FIGS. 12 to 14). Details of the error information will be described later.

  Data in the customer management database d13 and the terminal state management database d14 is transmitted to the help desk g1. This data is transmitted to the help desk g1 when the data is updated, for example.

<About the configuration of the help desk center g1>
FIG. 4 is a schematic block diagram showing the configuration of the device of the help desk center g1 according to the present embodiment. The help desk center g1 includes a customer support database g11 and a help desk terminal g12.

  The customer support database g11 stores data received from the customer management database d13 and the terminal state management database d14. Specifically, the customer support database g11 stores customer information, terminal information, payment status information, collection condition information, terminal status information, status determination information, error information, and status analysis information. Details of the information stored in the customer support database g11 will be described later (FIGS. 5 to 13).

  The help desk terminal g12 includes a customer support information display unit g121, a collection condition update unit g122, and a terminal state information collection command unit g123.

  The customer support information display unit g121 displays data stored in the customer support database g11. Details of the information displayed by the customer support information display unit g121 will be described later (see FIGS. 16 to 22).

  The collection condition update unit g122 receives input of the collection condition information with an input device such as a keyboard and a mouse provided in the help desk terminal g12, and when there is input of the collection condition information, the collection condition information update information including the update contents Is transmitted to the apparatus of the information processing center d1.

  The terminal state information collection command part g123 accepts an input of a command for causing the payment terminal a1 to transmit terminal state information on the screen of the help desk terminal g12. When the command is input, the terminal status information collection command unit g123 transmits a terminal status information collection command including the serial number of the payment terminal a1 to the apparatus of the information processing center d1.

<Details of each information>
Hereinafter, the configuration of the terminal state information and the collection condition information stored in the customer support database g11 will be described with reference to FIG. 5, and then the details of the collection condition information, the terminal state information, the state determination information, the error information, and the state analysis information will be described. This will be described with reference to FIGS.

FIG. 5 is a schematic configuration diagram showing a configuration of terminal state information and collection condition information stored in the customer support database g11 according to the present embodiment.
This figure shows that the information of the payment terminal a1 used by the customer is stored for each customer. For example, the data stored in the customer support database g11 includes the information f1 of the customer A and the information f2 of the customer B. The information f1 of the customer A includes the information f11 of the payment terminal A1 and the payment terminal A2. Information f12.
Specifically, customer information and terminal information are associated with each other by a terminal identification number that is a number unique to the member store. The collection condition information and the terminal state information are stored for each serial number for identifying the payment terminal a1, and these information and the terminal information are associated with each other by the serial number.

  The terminal status information d141 is information including a software log, self-diagnosis result information, radio wave reception sensitivity information, temperature status information, impact detection information, paper replacement status information, battery usage status information, and terminal setting information. A detailed example of the terminal status information will be described with reference to FIGS.

  A detailed example of the collection condition information d142 will be described with reference to FIG.

<About terminal status information>
FIG. 6 is a schematic diagram illustrating an example of terminal state information according to the present embodiment. This figure shows an example of a software log. This software log is associated with a serial number. The software log in this figure is a history of program processing time, processing contents, and processing results.
For example, “20071001170703” in the first log indicates that the processing time of the program is 17:07:03 on October 01, 2007. The first log “Maintenance: Invitation process activation” indicates that the process of the account transfer function has been activated for maintenance. As will be described later, the log s1 “communication Err Ret = [999]” surrounded by a dotted line indicates that a communication error has occurred.

FIG. 7 is a schematic diagram illustrating another example of terminal state information according to the present embodiment. This figure shows an example of self-diagnosis result information. The self-diagnosis result information is associated with the serial number.
The self-diagnosis result information is managed by a relational database. Self-diagnosis result information is two-dimensional tabular data consisting of rows and columns. Each item includes a number, a diagnostic item indicating the target and contents of self-diagnosis, a result indicating the result of diagnosis, a representative value, and a minimum value. Have columns.

  For example, the self-diagnosis result information on the first line in FIG. 7 indicates that the error is an “error” indicating that there is an abnormality in the self-diagnosis result for the diagnostic item “communication card”. Further, the self-diagnosis result information in the second row of this figure is “normal” indicating that the self-diagnosis result for the diagnosis item “power supply voltage” is normal, and the representative value of “power supply voltage” is “7.2”. "V (volt), the minimum value is" 6.9 "V.

FIG. 8 is a schematic diagram illustrating another example of terminal state information according to the present embodiment. This figure shows an example of radio wave reception sensitivity information. This radio wave reception sensitivity information is associated with a serial number.
The radio wave reception sensitivity information is managed by a relational database. The radio wave reception sensitivity information is a two-dimensional tabular data consisting of rows and columns, and has columns for each item of number, date, time, maximum radio wave level of received radio wave, minimum level, and average level. ing.

  For example, the radio wave reception sensitivity information in the first row of FIG. 8 is detected at the time “12:30:45” on the date “November 23, 2008”, and the radio wave level of the received radio wave in a predetermined detection period. The maximum level is “40” dB (decibel), the minimum level is “32” dB, and the average level is “38” dB.

<About collection condition information>
FIG. 9 is a schematic diagram illustrating an example of the collection condition information according to the present embodiment. This collection condition information is associated with the terminal identification number. That is, the same information is set for each customer as the collection condition information.
The collection condition information is managed by a relational database. The collection condition information is a two-dimensional tabular data consisting of rows and columns. The collection condition information type indicates the number, the collection condition information type indicating the collection condition information type, the software log condition indicating the software log collection condition, and the self-diagnosis result information. The column of each item of the self-diagnosis condition indicating the collection condition, the radio wave sensitivity condition indicating the collection condition of the radio wave reception sensitivity information, the temperature condition indicating the collection condition of the temperature status information, and the battery condition indicating the collection condition of the battery usage status information is displayed. Have. As the collection condition information, similar collection condition information is set for the collection conditions (not shown) of the impact detection information, the paper replacement status information, and the terminal setting information.

  This collection condition information can be set for each payment terminal a1, and the same collection condition information is set for each of the customers A, B, and C (member stores). That is, the collection condition is a collection condition for each customer.

  The collection condition information type “trigger setting” in FIG. 9 is information indicating whether or not terminal state information is collected and transmitted by the payment terminal a1. As for the value of the trigger setting, a circle “◯” indicates that terminal state information is transmitted, and the other indicates that terminal state information is not transmitted. For example, the column item “software log condition” in this figure indicates that the software log is transmitted to the payment terminal a1. On the other hand, the column item “self-diagnosis condition” in this figure indicates that the self-diagnosis result information is not transmitted to the payment terminal a1.

  The collection condition information type “threshold value” in FIG. 9 is information indicating a threshold value indicating a criterion as to whether or not terminal state information is collected and transmitted by the payment terminal a1. For example, the column item “Radio wave sensitivity condition” in this figure indicates that when the reception level of the radio wave reception sensitivity information is “30” dB or less, the payment terminal a1 collects and transmits the radio wave reception sensitivity information. . In addition, the column item “temperature condition” in this figure indicates that when the temperature of the temperature status information is “60” degrees or more, the payment terminal a1 collects and transmits the temperature status information. Further, the column item “battery condition” in this figure indicates that the battery usage status information is collected and transmitted by the payment terminal a1 when the number of times of charging the battery usage status information is “450”.

  The collection condition information type “upload type” in FIG. 9 causes the terminal a1 for payment to automatically collect and transmit terminal status information (referred to as automatic transmission), or manually input the terminal status information by a user's terminal operation. This is information indicating whether to collect and transmit (referred to as manual transmission). For example, the column item “AUTO” of “software condition” in this figure indicates that automatic transmission is performed. Further, the column item “MAMUAL” of “Self-diagnosis condition” in this figure indicates that manual transmission is performed.

The collection condition information type “upload timing” in FIG. 9 is information indicating a transmission timing at which the terminal status information is collected and transmitted by the payment terminal a1. For example, “TIME” indicates that transmission is performed at a predetermined transmission time, “MANUAL” indicates that transmission is performed manually at an arbitrary timing, and “CONNECT” indicates that transmission is performed when the information processing center d1 is connected. “ON” indicates that the terminal for settlement a1 is turned on and then transmitted after a predetermined time has elapsed.
The predetermined transmission time set by “TIME” and the predetermined time set by “ON” are stored in association with the terminal identification number.

  For example, the column item “CONNECT” of “Radio wave sensitivity condition” in this figure indicates that terminal state information is transmitted when connected to the information processing center d1. When connecting to the information processing center d1, for example, when the payment terminal a1 transmits payment information, or the card company information and member store information necessary for payment are sent from the device of the payment management center E1 to the information processing center d1. There are times when it is received via (DDL: Data Line Loading).

<About status determination information>
Hereinafter, the state determination information will be described with reference to FIGS. 10 and 11.
FIG. 10 is a schematic diagram illustrating an example of state determination information according to the present embodiment. The state determination information in this figure indicates handling information for terminal state information included in the software log.
The state determination information is managed by a relational database. The state determination information is a two-dimensional tabular data composed of rows and columns. When a number, a search character string, and a search character string are included, a state determination indicating whether or not there is an error, and an error state for classifying the error state Each column includes items of classification, error status, necessity of handling indicating whether or not to handle the error, and contents of display of the handling screen. Note that the information on the content displayed on the handling screen is handling information referred to when dealing with a problem (error) indicated by the terminal status information.

  The item of the search character string indicates a character string that the help desk terminal g12 searches from the software log. The countermeasure screen display content item indicates the content displayed on the screen when the help desk terminal g12 detects the character string of the search character string. Details of this screen (see FIG. 20) will be described later.

  For example, the state determination information on the first line in FIG. 10 indicates that the state determination is “error” when the search character string “communication Err Ret = [E999]” is included in the software log, and the cause of the error is “ "Communication error" and the classification indicates "hardware failure". The status determination information on the first line indicates whether or not an action is necessary or not, that is, an error needs to be dealt with, and the help desk terminal g12 displays the action screen display content “terminal replacement instruction on the action method display screen. Please display ".

FIG. 11 is a schematic diagram illustrating another example of the state determination information according to the present embodiment. The state determination information in this figure indicates handling information for terminal state information included in the radio wave reception sensitivity information.
The radio wave reception sensitivity information is managed by a relational database. The radio wave reception sensitivity information is two-dimensional tabular data consisting of rows and columns, and includes a number, radio wave level, status determination indicating whether the radio wave level is an error, error status classification, error status, necessity of handling, and It has a column for each item of content displayed on the countermeasure screen.

For example, the state determination information in the first row in FIG. 11 indicates that an error occurs when the radio wave level of the radio wave reception sensitivity information is “0 to 30” dB, and the cause of the error is “low radio wave reception sensitivity”. The classification indicates “radio wave sensitivity”. Further, the status determination information on the first line needs to be dealt with, and the help desk terminal g12 displays the content of the handling screen “Please move to a place with good radio wave environment” on the handling method display screen. It shows that.
Further, for example, in the state determination information on the second line in FIG. 11, when the radio wave level of the radio wave reception sensitivity information is larger than “3” dB, the state determination is “normal” and no action is required (necessity of response “No” )).

<About state determination processing and state analysis information>
Hereinafter, the state determination process and state analysis information performed by the terminal state information analysis unit d125 will be described. The terminal state information analysis unit d125 uses the state determination information stored in the state determination information storage unit d143 to determine whether the terminal state information is an error with respect to the terminal state information stored in the terminal state information storage unit a142. Determine. Specifically, the terminal state information analysis unit d125 determines whether or not the state determination includes state information corresponding to “error” in the state determination information. The terminal state information analysis unit d125 stores the determination result in the state analysis information storage unit d144 as the state analysis information shown below.

FIG. 12 is a schematic diagram illustrating an example of state analysis information according to the present embodiment. This state analysis information is associated with a serial number.
The state analysis information is managed by a relational database. The state analysis information is data in a two-dimensional table format composed of rows and columns. The state, the terminal state information classification for identifying the terminal information, the state determination result indicating the determination result of the state determination process, and the state determined to be an error It has columns of status information indicating information, error status classification, and error status items.
The state determination result is “error” when even one state determination of the state determination information corresponds to “error” in the terminal state information of the terminal state information classification. On the other hand, if none of the “errors” corresponds, “normal”.

  For example, the information on the first line in FIG. 12 indicates that the software log in FIG. 6 includes a log in which the state determination of the state determination information in FIG. 10 corresponds to “error”. Specifically, the software log in FIG. 6 includes the search character string “communication Err Ret = [E999]” in FIG. 10 (broken line s1 in FIG. 6), and the state corresponding to this search character string in FIG. The determination is “error”. In this case, the terminal state information analysis unit d125 sets the state determination result to “error” for the terminal state information classification “software log”. The information on the first line is “communication error (E999)” indicating the state of the payment terminal a1 when the state information includes “communication Err Ret = [E999]”. The status indicates the same “hardware failure” and “communication error” as in FIG.

  For example, the information on the fourth line in FIG. 12 indicates that the radio wave reception sensitivity information in FIG. 8 includes a log in which the state determination of the state determination information in FIG. 11 corresponds to “error”. Specifically, the average level of the radio wave reception sensitivity information in the second row in FIG. 8 is 12 dB. In FIG. 11, the state determination corresponding to this radio wave level is “error”. In this case, the terminal state information analysis unit d125 sets the state determination result to “error” for the terminal state information classification “radio wave reception sensitivity information”. The information in the second row indicates that the status information is “12 dB”, and the error status classification and error status are the same “radio wave status” and “low radio wave reception sensitivity” as in FIG.

<Error status classification selection process>
Hereinafter, the error state classification selection process performed by the terminal state information analysis unit d125 will be described. The terminal status information analysis unit d125 counts the status analysis information (FIG. 12) of each payment terminal a1 and counts the number of error status classifications. For example, in the state analysis information shown in FIG. 12, the terminal state information analysis unit d125 sets the number of error state classifications to “3” for the error state classification “hardware failure” and “1” for the error state classification “radio wave state”. ”
The terminal state information analysis unit d125 selects an error state classification having the largest number of calculated error state classifications, and uses the selected error state classification (hereinafter referred to as a selected error state classification) as state analysis information. Store in d144. For example, in the state analysis information shown in FIG. 12, the terminal state information analysis unit d125 selects the error state classification “hardware failure” as the selected error state classification.

<Error status prioritization processing and error information>
Hereinafter, the error status prioritization process and error information performed by the terminal status information analysis unit d125 will be described.
As shown in FIG. 12, there may be a plurality of error states in which the state determination of the state determination information corresponds to “error” for one settlement terminal a1. On the other hand, as a result of response at the help desk or collection / repair of the payment terminal a1, the operator, etc., has the most likely error that caused the inquiry out of the error states that caused the inquiry to the help desk. The state (referred to as an inquiry factor error state) can be specified. The operator or the like stores the inquiry factor error state specified for each settlement terminal a1 in the terminal state management database d14 of the information processing center d1 (not shown).

  The terminal state information analysis unit d125 performs error state prioritization by the following calculation. First, the terminal state information analysis unit d125 calculates a weight, which is a statistical numerical value, from information on a plurality of payment terminals a1 stored for a predetermined aggregation period.

Specifically, the terminal state information analysis unit d125 counts the number of query factor error states stored in a predetermined counting period, and calculates the number of each query factor error state for all the query factor error states. (Hereinafter, the calculation result is referred to as an inquiry factor error state appearance rate).
In addition, the terminal state information analysis unit d125 counts the number of error states in the state analysis information (FIG. 12) for the payment terminal a1 that has totaled the number of inquiry factor error states, and each error for the number of all error states. The number of states is calculated (hereinafter, the calculation result is referred to as an error state appearance rate).

The terminal state information analysis unit d125 calculates a weight obtained by dividing the inquiry factor error state appearance rate by the error state appearance rate for each error state. Specifically, the weight K _i of the error state i is expressed as follows, where the number of inquiry factor error states for the error state i (i is a natural number of i = 1 to n) is N _i and the number of error states is M _i . It is expressed using (1).

The weight K _i is a value obtained by dividing the query factor error state appearance rate by the error state appearance rate. This weight K _i indicates a potential error condition i is query-dependent error condition.
The terminal state information analysis unit d125 recalculates and updates the weight K _i when the inquiry factor error state of the payment terminal a1 is input. Further, the weight K _i is calculated using the ratio to the entire error state, but may be calculated using the ratio to the error state for each error state classification.

  Next, the terminal state information analysis unit d125 calculates an inquiry factor index for each settlement terminal a1 using a weight that is a statistical numerical value, and performs error state prioritization based on the inquiry factor index.

  Specifically, when the terminal state information analysis unit d125 acquires the state determination information for the payment terminal a1, the terminal state information analysis unit d125 counts the number of error states for each error state (hereinafter, the total result is referred to as an error state total number). For example, in the state analysis information illustrated in FIG. 12, the terminal state information analysis unit d125 sets the error state total number to “2” for the error states “communication error”, “IF error”, and “low radio wave reception sensitivity”. “1” and “1” are calculated.

The terminal state information analysis unit d125 calculates an inquiry factor index i obtained by multiplying the error state total number for the error state _i by the weight K _i . In other words, the terminal state information analysis unit d125 uses the statistical information (weight) calculated for the above-described total period to calculate the total number of inquiry factor error states (inquiries) predicted from the total number of error states of each settlement terminal a1. Factor index).
The terminal state information analysis unit d125 performs prioritization (error state prioritization) in which the order of error states having the highest inquiry factor index is in the order of high possibility of being the inquiry factor error state. The terminal state information analysis unit d125 stores the error state prioritization result in the error information storage unit d145 as error information.

Hereinafter, the error information stored in the error information storage unit d145 will be described. Error information is provided for each error state classification.
FIG. 13 is a schematic diagram illustrating an example of error information according to the present embodiment. This error information is error information regarding the error state classification “radio wave condition”.

  Error information is managed by a relational database. The error information is two-dimensional tabular data composed of rows and columns, and includes columns for each item of error status, number of error status totals, weight, query factor index, and factor priority. In addition, the value of each item is a total value in the latest predetermined period.

The error state total number is the number of error states calculated by totaling the state analysis information (FIG. 12) of the payment terminal a1. The weight and the inquiry factor index are weights calculated by the terminal state information analysis unit d125. Here, the value of the inquiry factor index is a value obtained by multiplying the value of the error state total number by the weight value. The value of the factor priority item is a double circle “◎” when the value of the query factor index item is the largest, and a circle “◯” when the value is the second largest.
Note that FIG. 13 shows that error states are stored in the descending order of the inquiry factor index, that is, in the order of high error state priority.

  For example, the error information on the first line in FIG. 13 indicates that the error state total number is “20” for the error state “communication error”, and the inquiry factor index multiplied by the weight “1” is “20”. Show. Further, since the value of the inquiry factor index is the largest value of the query factor index in the error state in this figure, it indicates that the factor priority is “◎”.

  FIG. 14 is a schematic diagram illustrating another example of error information according to the present embodiment. This error information is error information regarding the error state classification “hardware failure”. Each item of the error information in this figure is the same as that in FIG.

  For example, the error information on the first line in FIG. 14 indicates that the error state total number is “5” for the error state “memory error” indicating that the memory serving as the storage medium has failed, and the weight “10” is set. The multiplied inquiry factor index indicates “50”. Further, since the value of the inquiry factor index is the largest value of the query factor index in the error state in this figure, it indicates that the factor priority is “◎”.

  FIG. 15 is a schematic diagram illustrating another example of error information according to the present embodiment. This error information is error information regarding the error state classification “terminal setting”. Each item of the error information in this figure is the same as that in FIG.

  For example, the error information on the first line in FIG. 15 indicates that the error state total number is “2” for the error state “transaction error (setting related)” indicating that the payment process cannot be performed due to incomplete setting of the payment terminal a1. The query factor index multiplied by the weight “10” is “20”. Further, since the value of the inquiry factor index is the largest value of the query factor index in the error state in this figure, it indicates that the factor priority is “◎”.

<About customer support information display part g121>
Hereinafter, details of a screen displayed by the customer support information display unit g121 will be described.
FIG. 16 is a schematic diagram illustrating an example of a search screen p1 according to the present embodiment.
This figure shows that input fields p11 to p13 corresponding to the items of member store name, terminal identification number, and serial number are provided on the search screen p1.

  In FIG. 16, for example, when a character string is input in the input field p11 and the search start button p14 is pressed, the customer support information display unit g121 includes the input character string for the member store name of the customer information (partial). Extract customer information (to search for matches). The customer support information display unit g121 extracts customer information customer information including the same terminal identification number as the searched terminal identification number.

For example, when a character string is input in the input field p13 and the search start button p14 is pressed, the customer support information display unit g121 extracts customer information including the input character string for the serial number of the terminal information. To do. The customer support information display part g121 extracts customer information including the same terminal identification number as the terminal identification number of the searched customer information.
After extracting customer information and terminal information, the customer support information display unit g121 displays a search result display screen p2 (FIG. 17) described later.

FIG. 17 is a schematic diagram illustrating an example of a search result display screen p2 according to the present embodiment.
FIG. 17 shows that the customer support information display unit g121 associates the extracted customer information and terminal information with the terminal identification number and displays them in the display area p21 of the search result display screen p2. This figure shows that the customer support information display part g121 displays each item of a number, a serial number, a member store name, an address, and a telephone number in the display area p21.
In this figure, selection buttons p221 to p224 are buttons for selecting one of the rows displayed in the display area p21. When one of the selection buttons p221 to p224 is pressed, the customer support information display unit g121 displays a terminal state display screen p3 (FIG. 18) described later.

FIG. 18 is a schematic diagram illustrating an example of a terminal state display screen p3 according to the present embodiment.
The customer support information display unit g121 displays information on the payment terminal a1 of the serial number in the row selected in FIG.
This figure shows that the customer support information display part g121 displays the member store name, address, and telephone number of the customer information in the display area p31. In this figure, when the error information display button p32 is pressed, the customer support information display unit g121 displays error information corresponding to the selected error state classification of the state analysis information in an error information display screen p4 (FIG. 19) described later. ).

  FIG. 18 shows that the customer support information display part g121 displays the collection condition information (FIG. 9) in the display area p33. Also, in this figure, when the information update button p122 is pressed, the collection condition update unit g122 displays a collection condition information input screen (not shown). When the collection condition information is input, the collection condition update unit g122 transmits the collection condition information update information including the update contents to the apparatus of the information processing center d1.

In FIG. 18, when the countermeasure button p34 is pressed, the customer support information display unit g121 displays a countermeasure method display screen p5 (FIG. 20) described later.
Also, in this figure, when the information collection button p123 is pressed, the terminal state information collection command part g123 transmits a terminal state information collection command including the serial number of the payment terminal a1 to the device of the information processing center d1.

  FIG. 18 shows that the customer support information display unit g121 displays the state analysis information (FIG. 12) in the display area p35. In this figure, the items of number, terminal status information classification, status determination result, and status information are the same as the items in FIG.

  In FIG. 18, when the SW log detail button p361, the self-diagnosis detail button p362, the radio wave sensitivity detail button p363, and the temperature status detail button p364 (the buttons p361 to p364 are referred to as the terminal status information display button p36) are supported. The information display unit g121 displays the software log (FIG. 6), self-diagnosis result information (FIG. 7), radio wave reception sensitivity information (FIG. 8), temperature status information, that is, terminal status information, on the terminal status information detail display screen p6 ( Displayed in FIG.

  FIG. 18 shows that a keyword input field p37 is provided at the bottom of the terminal status display screen p3. When a keyword is input in the keyword input field p37 and the management table confirmation button p38 is pressed, the customer support information display unit g121 determines whether or not the state determination information includes a character string of the input keyword. The customer support information display part g121 displays the determination result on the management table confirmation screen p7 (FIG. 22).

FIG. 19 is a schematic diagram illustrating an example of the error information display screen p4 according to the present embodiment.
In this figure, the customer support information display unit g121 reads out the selection error state classification of the state analysis information for the payment terminal a1 that displayed the information on the terminal state display screen p3, and the error corresponding to the read selection error state classification It shows that the error state and factor priority of information are displayed on the error information display screen p4. Note that the error statuses displayed on this screen are the error status categories selected by the error status category selection process that have a high probability of error. Displayed in order.

FIG. 20 is a schematic diagram illustrating an example of a coping method display screen p5 according to the present embodiment.
This figure shows that the customer support information display unit g121 (handling information display unit) reads out the state analysis information and the state determination information about the payment terminal a1 whose information is displayed on the terminal state display screen p3, The terminal status information classification and the handling screen display contents of the status determination information associated with each other by the error status classification are displayed. Here, the information of the countermeasure item on this screen is the countermeasure screen display content.

FIG. 21 is a schematic diagram illustrating an example of the terminal state information detail display screen p6 according to the present embodiment.
This figure shows the terminal status information about the payment terminal a1 for which the customer support information display unit g121 displays information on the terminal status display screen p3 when the self-diagnosis detail button p362 is pressed on the terminal status display screen p3. Indicates that the self-diagnosis result information is displayed.

FIG. 22 is a schematic diagram illustrating an example of the management table confirmation screen p7 according to the present embodiment.
In this figure, the customer support information display unit g121 displays the determination result as to whether or not it includes the character string of the keyword input in the keyword input field p37 of the terminal status display screen p3 for each terminal status information classification. Indicates. Here, when the keyword is included, the necessity item is “◯”, and when the keyword is not included, the necessity item is “x”.

<About payment system operations>
Hereinafter, the operation of the settlement system will be described with reference to FIGS.
FIG. 23 is a flowchart showing an example of the operation of the help desk terminal g12 according to the present embodiment.

  (Step S101) The help desk terminal g12 receives an input of the search screen p1. When the selection button is pressed on the search result display screen p2 in which the member store name, terminal identification number, or serial number is input and displayed, the process proceeds to S102.

  (Step S102) The help desk terminal g12 displays the terminal status display screen p3 for the settlement terminal a1 corresponding to the selection button pressed in S101. Thereafter, the process proceeds to step S103.

  (Step S103) The help desk terminal g12 determines whether or not an information collection command has been accepted by determining whether or not the information collection button p123 has been pressed. If it is determined that the information collection button p123 has been pressed (Yes), the process proceeds to step S104. On the other hand, if it is determined that the information collection button p123 has not been pressed (No), the process proceeds to step S105.

(Step S104) The help desk terminal g12 transmits a terminal state information collection command. The help desk terminal g12 receives from the information processing center information such as terminal state information transmitted by the payment terminal a1 according to the terminal state information collection command and state analysis information analyzed by the information processing server d12 based on the terminal state information. Thereafter, the process proceeds to step S105.
Note that the help desk terminal g12 may update the terminal state display screen with information such as the terminal state information and the state analysis information received in step S104, and then may perform the process of step S105.

(Step S105) The help desk terminal g12 determines whether or not to display error information by determining whether or not the error information display button p32 is pressed. If it is determined that the error information display button p32 has been pressed (Yes), the process proceeds to step S106. On the other hand, if it is determined that the error information display button p32 has not been pressed (No), the process proceeds to step S107.
(Step S106) The help desk terminal g12 displays an error information display screen p4. Thereafter, the process proceeds to step S107.

(Step S107) The help desk terminal g12 determines whether or not to display the countermeasure information by determining whether or not the countermeasure button p34 is pressed. If it is determined that the coping button p34 has been pressed (Yes), the process proceeds to step S108. On the other hand, if it is determined that the coping button p34 has not been pressed (No), the process proceeds to step S109.
(Step S108) The help desk terminal g12 displays the coping method display screen p5. Thereafter, the process proceeds to step S109.

(Step S109) The help desk terminal g12 determines whether or not to display the corresponding terminal status information by determining whether any of the terminal status information display buttons p36 is pressed. If it is determined that any one of the terminal state information display buttons p36 is pressed (Yes), the process proceeds to step S110. On the other hand, if it is determined that any of the terminal state information display buttons p36 has been pressed (No), the process proceeds to step S111.
(Step S110) The help desk terminal g12 displays a terminal status information detail display screen p6 corresponding to the pressed terminal status information display button p36. Then, it progresses to step S111.

(Step S111) The help desk terminal g12 determines whether or not the keyword has been received by determining whether or not the keyword has been input to the keyword input field p37 and the management table confirmation button p38 has been pressed. When it determines with having received the keyword (Yes), it progresses to step S112. On the other hand, if it is determined that no keyword has been received (No), the process proceeds to step S113.
(Step S112) The help desk terminal g12 determines whether or not the character string of the keyword input for the state determination information is included, and displays the result on the management table confirmation screen p7. Thereafter, the process proceeds to step S113.

(Step S113) The help desk terminal g12 determines whether or not the update of the collection condition information is accepted by determining whether or not the information update button p122 is pressed. When it determines with the information update button p122 having been pressed (Yes), it progresses to step S114. On the other hand, when it determines with the information update button p122 not being pressed down (No), it progresses to step S115.
(Step S114) The help desk terminal g12 displays a collection condition information input screen, and when there is input of the collection condition information, transmits the collection condition information update information including the update content. The information processing server d12 and the payment terminal a1 update the collection condition information. Thereafter, the process proceeds to step S115.

(Step S115) The help desk terminal g12 determines whether or not a “search for another terminal” button (not shown) indicating that the search screen p1 is displayed again is pressed. If it is determined that the “search for another terminal” button has been pressed (Yes), the process returns to step S101.
On the other hand, if it is determined that the “search for another terminal” button has not been pressed (No), the process proceeds to step S116.

  (Step S116) The help desk terminal g12 determines whether or not an “end” button (not shown) indicating that screen display is to be ended has been pressed. If it is determined that the “End” button has been pressed (Yes), the processing in FIG. 23 is terminated. On the other hand, if it is determined that the “end” button has not been pressed (No), the process returns to step S102.

  FIG. 24 is a flowchart illustrating an example of an operation regarding collection condition information update processing according to the present embodiment.

(Step S201) When the information update button p122 is pressed, the help desk terminal g12 displays a collection condition information input screen. Thereafter, the process proceeds to step S202.
(Step S202) The help desk terminal g12 accepts selection of update items for the collection condition information. Thereafter, the process proceeds to step S203.

(Step S203) The help desk terminal g12 determines whether or not the trigger setting item is selected in Step S203. When the trigger setting item is selected (Yes), the process proceeds to step S204. On the other hand, if the trigger setting item is not selected (No), the process proceeds to step S205.
(Step S204) The help desk terminal g12 stores the input trigger setting value as collection condition update information. Thereafter, the process proceeds to step S205.

(Step S205) The help desk terminal g12 determines whether or not the threshold item has been selected in step S203. When the threshold item is selected (Yes), the process proceeds to step S206. On the other hand, if the threshold item is not selected (No), the process proceeds to step S207.
(Step S206) The help desk terminal g12 stores the input threshold value as collection condition update information. Thereafter, the process proceeds to step S207.

(Step S207) The help desk terminal g12 determines whether or not the item of upload type has been selected in Step S203. When the item of the upload type item is selected (Yes), the process proceeds to step S208. On the other hand, if the upload type item is not selected (No), the process proceeds to step S209.
(Step S208) The help desk terminal g12 stores the input upload type value as collection condition update information. Thereafter, the process proceeds to step S209. Since the same processing is performed for other collection condition information items, description of the other collection condition information items is omitted.

  (Step S209) When the help desk terminal g12 inputs an instruction to update the collection condition information with the input collection condition update information by pressing a button or the like, the help desk terminal g12 receives the stored collection condition update information as the information processing server d12. Send to. Thereafter, the process proceeds to step S210.

(Step S210) The information processing server d12 receives the collection condition update information transmitted in step S209, and updates the collection condition information stored in the terminal state management database d14 with the received collection condition update information. Then, it progresses to step S211.
(Step S211) The information processing server d12 transmits the collection condition update information received in Step S210 to the payment terminal a1. Thereafter, the process proceeds to step S212.

(Step S212) The settlement terminal a1 receives the collection condition update information transmitted in Step S211, and updates the collection condition information stored with the received collection condition update information. Thereafter, the process proceeds to step S213.
(Step S213) The settlement terminal a1 determines whether or not the collection conditions stored in Step S212 are met. If it is determined that the collection conditions are met (Yes), the process proceeds to step S214. On the other hand, if it is determined that the collection conditions are not met (No), the process returns to step S213.

(Step S214) The settlement terminal a1 collects terminal state information. Thereafter, the process proceeds to step S215.
(Step S215) The settlement terminal a1 transmits terminal state information to the information processing server d12. Thereafter, the process proceeds to step S216.

(Step S216) The information processing server d12 receives the terminal state information transmitted in step S215, and analyzes the received terminal state information. The information processing server d12 stores the analysis result as terminal analysis information. Thereafter, the process proceeds to step S217.
(Step S217) The information processing server d12 transmits the updated terminal state information, terminal analysis information, and the like to the help desk terminal g12. Thereafter, the process proceeds to step S218.

  (Step S218) The help desk terminal g12 receives the terminal status information and the terminal analysis information transmitted in Step S217, and displays the terminal status display screen p3 based on the received information.

  As described above, according to the present embodiment, the payment system sets the collection conditions for the information processing server d12 to collect the terminal state information and transmit it to the own device, and the payment terminal a1 stores the terminal state information. Since the collected terminal state information is collected according to the collection condition set from the information processing apparatus and transmitted to the information processing server d12, the state information of the terminal apparatus according to each customer can be collected.

Further, according to the present embodiment, the payment system displays the handling information (the handling method display screen in FIG. 20) corresponding to the terminal status information, so that the help desk terminal g12 provides quick and accurate support information. Can do.
Further, according to the present embodiment, in the payment system, the help desk terminal g12 accepts the selection of the payment terminal a1 (selection buttons p221 to p224 in FIG. 7), and the selected payment terminal a1 and the terminal status information are displayed. Since the command to collect and transmit to the self apparatus is performed, the help desk terminal g12 can provide the latest terminal state information and can provide accurate support information.

  Further, according to the present embodiment, the payment system collects software logs under the collection conditions set for each payment terminal a1. As a result, for example, a payment terminal that is in use in connection with a plurality of devices such as a charge meter device, a printer device, a wireless communication device, a non-contact type IC card reader device, such as a payment terminal a1 installed in a taxi. For a1, the software log of the external IF unit a124 is collected and transmitted, and by analyzing this log, it is possible to detect which device has an error state. On the other hand, for the payment terminal a1 that is used alone without being connected to another device, the processing load of the state determination process and the state analysis process can be reduced without transmitting the software log of the external IF unit a124.

  Further, according to the present embodiment, the payment system collects radio wave reception sensitivity information under the collection conditions set for each payment terminal a1. Thereby, for example, for the payment terminal a1 that is mounted on a moving body such as a taxi and performs payment processing by communicating with the information processing center, the radio wave reception sensitivity information is collected and transmitted, and the radio wave reception sensitivity is poor. Whether the wired communication module is faulty or whether the wireless communication module is faulty, and the help desk terminal g12 can provide information that isolates the cause of the error for the communication error. it can.

In the above embodiment, the case where the help desk terminal g12 displays the information of the payment terminal a1 searched on the search screen has been described. However, the present invention is not limited to this, and when the information processing server d12 receives the terminal state information, the state determination process is performed, and when the state determination of the state determination information is “error” in the state determination process, the settlement terminal Information on a1 may be displayed.
Thereby, according to the request | requirement for every customer, an error can be detected by the timing, the value of terminal status information, etc. which were set for every payment terminal a1 or every customer.

For example, a rechargeable battery is consumed quickly by a customer who performs a business with a high usage frequency of the terminal device, and a rechargeable battery is consumed slowly by a customer who performs a business with a low usage frequency of the terminal device. The replacement time of the rechargeable battery is based on the number of times of charging. In this case, in the settlement system of the present embodiment, collection condition information and state determination information having a higher frequency and a smaller number of times of charging than the latter customer are set for the former customer. As a result, the former customer can detect that it is time to replace the battery while the number of times of charging is less than the latter customer, and can prompt the purchase of a rechargeable battery. Customer satisfaction can be improved by providing services according to customer's requirements.
Moreover, in the said embodiment, although the replacement time of a rechargeable battery is detected on the basis of the frequency | count of charge, this invention is not limited to this, For example, the frequency | count of charge, use time, voltage, the temperature information of a terminal device, and You may detect the replacement time of a rechargeable battery based on all the humidity information of a terminal device, or the combination of these information.

Moreover, in the said embodiment, the payment system analyzed the error state (priority assignment process) and displayed the analysis result. However, when the error state can be associated with the failure information that is the cause of the error, the payment system may analyze the failure information and display the analysis result instead of the error state. In this case, the payment system may display inquiry factor failure information, which is failure information specified by collection / repair of the payment terminal a1, instead of the inquiry factor error state.
In addition, the payment system associates the error status with the error status classification or failure information classification, analyzes the error status classification or failure information classification instead of the error information (prioritization processing), and displays the analysis result. May be.
As a result, the payment system can display the failure information that can cause a phenomenon inquired at the help desk and the classification thereof in the order of high possibility of causing the failure.

In the prioritization process of the above embodiment, the weight may be calculated based on the number of inquiry factor error states and the number of error states for each customer. That is, an inquiry factor index obtained by multiplying the number of error state totals by a weight is an inquiry factor index for each customer.
Thereby, it is possible to prioritize error states using statistical information (weights) for each customer, and even when there is a tendency for weights by customers, priorities according to each customer can be given.

  Note that a part of the payment terminal a1, the information processing server d12, and the help desk terminal g12 in the embodiment described above, for example, the log output unit a111, the self-diagnosis unit a112, the terminal state information collection unit a113, and the radio wave sensitivity detection unit a152. , Terminal state information transmission unit a153, collection condition setting unit d122, collection condition update unit d123, terminal state information collection unit d124, terminal state information analysis unit d125, customer support information display unit g121, collection condition update unit g122, and terminal state The information collection command part g123 may be realized by a computer. In that case, the program for realizing the control function may be recorded on a computer-readable recording medium, and the program recorded on the recording medium may be read by a computer system and executed. Here, the “computer system” is a computer system built in the payment terminal a1, the information processing server d12, and the help desk terminal g12, and includes hardware such as an OS and peripheral devices. The “computer-readable recording medium” refers to a portable device such as a flexible desk, a magneto-optical desk, a ROM, and a CD-ROM, and a storage device such as a hard desk built in the computer system. Furthermore, the “computer-readable recording medium” is a medium that dynamically holds a program for a short time, such as a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line, In such a case, a volatile memory inside a computer system serving as a server or a client may be included, and the one holding a program for a certain period of time may be included. The program may be a program for realizing a part of the functions described above, and may be a program capable of realizing the functions described above in combination with a program already recorded in a computer system.

  As described above, the embodiment of the present invention has been described in detail with reference to the drawings. However, the specific configuration is not limited to the above, and various design changes and the like can be made without departing from the scope of the present invention. It is possible to

A1, A2, B1, a1 ... payment terminal, D1, d1 ... information processing center, G1, g1 ... help desk center, a11 ... control unit, a121 ... display unit, a122. ..Input unit, a123 ... card reading unit, a124 ... external IF unit, a125 ... printing unit, a126 ... temperature detection unit, a127 ... acceleration detection unit, a128 ... power supply unit , A129 ... tamper information detection part, a13 ... collection condition information storage part, a14 ... terminal state information storage part, a15 ... communication part, a111 ... log output part, a112 ... self Diagnosis unit, a113 ... terminal state information collection unit, a141 ... terminal setting information storage unit, a142 ... state detection information storage unit, a151 ... functional message communication unit, a152 ... radio wave sensitivity detection unit , A153 Terminal state information transmission unit, d11 ... authentication server, d12 ... information processing server (information processing apparatus), a13 ... customer management database, d14 ... terminal state management database, d121 ... settlement processing unit , D122 ... collection condition setting unit, d123 ... collection condition update unit, d124 ... terminal state information collection unit, d125 ... terminal state information analysis unit, d131 ... customer information storage unit, d132 .. Terminal information storage unit, d133 ... payment status information storage unit, d141 ... collection condition information storage unit, d142 ... terminal state information storage unit, d143 ... state determination information storage unit, d144 -State analysis information storage unit, d145 ... error information storage unit, g11 ... customer support database, g12 ... help desk terminal, g121 ... customer service Display information display unit, g122 ... collection condition update unit, g123 ... terminal state information collection command part, d141 ... terminal state information, d142 ... collection condition information, p1 ... search screen, p2 Search result display screen, p3 ... Terminal status display screen, p4 ... Error information display screen, p5 ... Countermeasure display screen, p6 ... Terminal status information details display screen, p7 ... Management table confirmation screen

Claims (4)

In an information management system comprising a plurality of terminal devices and an information processing device that communicates with the terminal devices,
The information processing apparatus includes:
Collection condition setting for setting collection conditions for each customer who uses the terminal device, and collecting the terminal state information, which is state information that can be collected by the terminal device, and causing the terminal device to collect and transmit the terminal state information. Part
The terminal device
A status information collection unit that collects the terminal status information according to a collection condition set from the information processing apparatus;
A terminal state information transmitting unit that transmits the terminal state information collected by the state information collecting unit to the information processing apparatus;
An information management system comprising: A help desk terminal for displaying the customer information;
The information processing apparatus or the help desk terminal is
A state coping information storage unit that stores state coping information that associates the terminal state information with coping information that is referred to when coping with the problem indicated by the terminal state information;
The help desk terminal is
2. The information management according to claim 1, further comprising: a handling information display unit configured to display handling information corresponding to the terminal status information transmitted by the terminal device in the status handling information stored in the status handling information storage unit. system. A help desk terminal for displaying the customer information;
The help desk terminal is
2. The terminal status information collection command unit which receives a selection of the terminal device and issues a command to cause the selected terminal device to collect the terminal status information and transmit it to the own device. The information management system described. In a state collection method in an information management system comprising a plurality of terminal devices and an information processing device that communicates with the terminal devices,
The information processing device is a collection condition for each customer who uses the terminal device, and is a collection condition for causing the terminal device to collect terminal state information, which is state information that can be collected by the terminal device, and transmitting it to the own device. A first step of setting
A second process in which the terminal device collects the terminal state information in accordance with a collection condition set from the information processing device;
A third process in which the terminal apparatus transmits the terminal state information collected in the second process to the information processing apparatus;
A state collection method characterized by comprising:

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