JP2011128856A - Teller system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a teller system that smoothly handles a cash trouble when a cash processor is provided on the side of a customer. <P>SOLUTION: The teller system comprises: a teller terminal provided on the teller side; a cash processor provided on the customer side to be controlled on the basis of an operation of the teller terminal by a teller; an imaging means for imaging a status of the customer; and a storage device. The teller terminal stores the operation of the cash processor in association with an image captured by the photographing means, in the storage device, when the customer picks up cash from the cash processor or when the customer inserts cash into the cash processor. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a window business system in which a cash processing machine is provided on a customer side.

  In an existing window business system, for example, as shown in FIG. 1, a teller who is in charge of a financial window operates a window terminal provided on the teller side 100 and a cash processor 210, respectively, and cash is exchanged between the teller and the customer. Is exchanged directly by hand.

  However, in recent years, there has been a demand to install a cash processing machine on the customer side and to allow the customer to operate the cash processing machine in order to reduce the work of tellers (for example, see Patent Document 1).

  In addition, in order to support ATM operation of a customer, there is a case in which an image taken by a camera provided on the customer side is displayed on a display provided on the teller side (see, for example, Patent Document 2).

JP 2007-241330 A JP-A-9-237301

  However, as described above, when a cash machine is provided on the customer side, if the cash machine is installed at a position where it cannot be seen from the teller, or if the teller needs to handle multiple customers at once. In such cases, the customer's operation status cannot be monitored at any time, so that a cash trouble may occur after the customer operates the cash processor.

  Therefore, an object of the present invention is to provide a window business system that can smoothly proceed with the handling of cash troubles caused by providing a cash processor on the customer side.

  The window service system of the present invention comprises a window terminal provided on the teller side and provided with a storage means, a cash processing machine provided on the customer side, and a photographing means for photographing the customer, wherein the window terminal comprises the customer When cash is withdrawn from the cash processing machine or when cash is inserted into the cash processing machine by the customer, data indicating the operation of the cash processing machine and an image taken by the photographing means The data are stored in the storage means in association with each other.

  ADVANTAGE OF THE INVENTION According to this invention, the response process of the cash trouble which generate | occur | produces in the window business system in which the cash processing machine was provided in the customer side can be advanced smoothly.

It is a figure which shows the existing window business system. It is a figure which shows the window business system of embodiment of this invention. It is a figure showing an example of functional block composition of a window business system of this embodiment. It is a flowchart which shows operation | movement of the window business system of this embodiment. It is a figure which shows the example of a screen displayed on a display with a touch panel. It is a figure which shows the example of a screen displayed on a display with a touch panel. It is a figure which shows the example of a screen displayed on a display with a touch panel. It is a figure which shows an example of the data memorize | stored in a memory | storage device.

FIG. 2 is a diagram showing a window business system according to the embodiment of the present invention, and FIG. 3 is a diagram showing a functional block configuration example of the window business system according to the present embodiment.
2 or 3 includes a window terminal 101, a hand scanner 102, a card processing unit 103, a passbook processing unit 104, a touch panel display 105, a keyboard 106, and a keyboard 106 provided on the teller side 100. A cash processing machine 210, a finger vein reader 201, a display 202 with a touch panel, and a customer camera 203 are provided. Note that the hand scanner 102, the card processing unit 103, or the passbook processing unit 104 is used for a business that handles a form, a card, a passbook, or the like.

  The window terminal 101 includes a control unit 107, a communication control unit 108, and a storage device 109. The communication control unit 108 exchanges data with an external device via a wireless or wired network.

  The cash processor 210 includes a bill deposit / withdrawal unit 211, a coin deposit / withdrawal unit 212, a bill flicker lamp 213, a coin flicker lamp 214, a hand camera 215, a hand insertion detection sensor 216, and a cash detection sensor 217. It is prepared for.

The window terminal 101 can also simultaneously display images taken by the customer camera 203 and the hand camera 215 provided on each of the plurality of customer sides 200.
One of the features of the window service system of the present embodiment is that an operation guide corresponding to the operation status of the cash processor 210 by the customer is displayed on the display 202 with a touch panel provided on the customer side 200. Thereby, smooth customer operation can be supported.

  In addition, one of the features of the window service system according to the present embodiment is that the banknote depositing / withdrawing unit 211 and the coin depositing / withdrawing unit 212 of the cash processor 210 provided on the customer side 200 by the operation of the display 202 with a touch panel by the customer. The customer performs the shutter opening / closing control. Thereby, the shutter of the banknote depositing / withdrawing part 211 and the coin depositing / withdrawing part 212 can be opened and closed at the timing which a customer thinks good.

  In addition, one of the features of the window service system according to the present embodiment is that a customer operation state photographed by the customer camera 203 or the hand camera 215 provided on the customer side 200 (for example, the customer camera 203 photographs the customer's face). Then, the hand camera 215 captures the hand of the customer.) Is displayed in real time on the display 105 with a touch panel provided on the teller side 100 and stored in the storage device 109. Accordingly, the teller can support the customer operation while grasping the operation state of the customer. Further, by using the customer operation status stored in the storage device 109 as evidence, it is possible to smoothly deal with cash troubles that occur after the customer operates the cash processor 210.

FIG. 4 is a flowchart for explaining the operation of the control unit 107 in the banknote dispensing business.
First, when a transaction is started by operating the display 105 with a touch panel or the keyboard 106 according to a customer's request by a teller, the control unit 107 displays in real time images taken by a plurality of types of transaction selection keys and the customer camera 203. A transaction selection screen showing a display frame to be displayed is displayed on the display 105 with a touch panel, and a transaction start screen is displayed on the display 202 with a touch panel (S400). For example, as shown in FIG. 5A, the control unit 107 shoots with a “payment” transaction selection key 500, a “deposit” transaction selection key 501, a “transfer” transaction selection key 502, and a customer camera 203. A transaction selection screen 504 on which a display frame 503 for displaying the obtained image in real time is displayed on the display 105 with a touch panel. As a result, the teller can confirm the identity of the customer or confirm the state of the customer. Further, as illustrated in FIG. 5B, the control unit 107 displays a transaction start screen 505 on which the message “Starting a transaction” is displayed on the display 202 with the touch panel. As a result, the customer can confirm that the transaction has started.

  Next, when the control unit 107 determines that any transaction selection key has been pressed by the teller (Yes in S401), the control unit 107 displays the authentication request screen on the displays 105 and 202 with a touch panel, respectively (S402). It is assumed that a cancel key is shown on the authentication request screen displayed on the display 202 with the touch panel. For example, as illustrated in FIG. 5C, the control unit 107 causes the display 105 with a touch panel to display an authentication request screen 506 in which a message “A customer is requesting authentication processing” and a display frame 503 are displayed. . Further, as shown in FIG. 5D, the control unit 107 displays an authentication request screen 508 on the touch panel display 202 with a message “Please hold your finger over the authentication device at hand” and the cancel key 507. Display. This can prompt the customer to perform an authentication operation.

  Next, when the control unit 107 determines that the customer has pressed the cancel key on the authentication request screen displayed on the display 202 with the touch panel (Yes in S403), the process returns to S400.

  On the other hand, when the control unit 107 determines that the customer has not pressed the cancel key on the authentication request screen displayed on the display 202 with the touch panel (No in S403), the control unit 107 uses the authentication device (finger vein reader 201) to perform the finger vein of the customer. Is detected (S404).

If it is determined that the finger vein is not detected (No in S404), the control unit 107 returns to S403.
On the other hand, if it is determined that a finger vein has been detected (Yes in S404), the control unit 107 displays a screen during authentication processing on the touch panel displays 105 and 202, respectively (S405). Note that it is assumed that the authentication processing screen displayed on the touch panel-equipped display 105 shows a display frame for displaying an image taken by the customer camera 203 in real time. For example, as shown in FIG. 5 (e), the control unit 107 displays a message “A customer has placed a finger over the authentication device. Authentication processing is in progress”, a gauge 509 indicating the progress of authentication processing, and a display. An authentication processing in-progress screen 510 showing a frame 503 is displayed on the display 105 with a touch panel. Thereby, the teller can confirm that the authentication process has started and the state of the authentication operation of the customer. Further, as shown in FIG. 5 (f), the control unit 107 causes the display 202 with a touch panel to display an authentication processing in-progress screen 511 indicating that a message “Authentication processing is currently being performed” and a gauge 509 is displayed.

Next, when the control unit 107 determines that the authentication process has not been performed correctly (No in S406), the control unit 107 returns to S400.
On the other hand, when the control unit 107 determines that the authentication process has been performed correctly (Yes in S406), the control unit 107 displays an authentication completion screen on the touch panel-equipped displays 105 and 202, respectively (S407). It is assumed that the authentication completion screen displayed on the touch panel-equipped display 105 shows a “next” key. For example, as shown in FIG. 5G, the control unit 107 displays an authentication completion screen 513 indicating that the “authentication processing has been performed correctly” and a “next” key 512 on the display 105 with a touch panel. Display. Further, as shown in FIG. 5 (h), the control unit 107 causes the display 202 with a touch panel to display an authentication completion screen 514 in which a message “Authentication processing has been completed” and a gauge 509 are displayed.

  Next, when the control unit 107 determines that the “next” key on the authentication completion screen displayed on the display 105 with a touch panel has been pressed by the teller (Yes in S408), the control unit 107 causes the display 105 with a touch panel to display an amount input screen. At the same time, the in-procedure screen is displayed on the display 202 with the touch panel (S409). It is assumed that a “confirmation” key and a “correction” key are shown on the money amount input screen displayed on the display 105 with a touch panel. For example, as shown in FIG. 5 (i), the control unit 107 displays an amount input screen on which a denomination input number frame 515, a total amount display frame 516, a “confirm” key 517, and a “correction” key 518 are displayed. 519 is displayed on the display 105 with a touch panel. Further, as shown in FIG. 5 (j), the control unit 107 causes the touch panel display 202 to display an in-procedure screen 520 in which a message “currently in progress” is displayed.

  Next, when the control unit 107 determines that the amount or denomination instructed by the customer is input to the amount input screen displayed on the touch panel display 105 by the teller and the “confirm” key is pressed by the teller (S410 is determined). Yes), an amount confirmation screen is displayed on each of the touch panel-equipped displays 105 and 202 (S411). It is assumed that a “confirmation” key and a “correction” key are shown on the amount confirmation screen displayed on the display 202 with the touch panel. For example, as illustrated in FIG. 6A, the control unit 107 causes the display 105 with a touch panel to display a money amount confirmation screen 521 in which the number-of-decks input frame 515 and the total amount display frame 516 are displayed. Further, as shown in FIG. 6B, the control unit 107 displays an amount confirmation screen on which a denomination input number frame 515, a total amount display frame 516, a “confirmation” key 517, and a “correction” key 518 are displayed. 522 is displayed on the display 202 with a touch panel.

  Next, the control unit 107 determines that the “confirm” key on the amount confirmation screen displayed on the display 202 with the touch panel has not been pressed by the customer (the “cancel” key has been pressed by the customer) (No in S412). ), The process returns to S409.

  On the other hand, when the control unit 107 determines that the “confirm” key on the money amount confirmation screen displayed on the display 202 with the touch panel has been pressed by the customer (Yes in S412), it makes a cash counting request to the cash processor 210 (S413). ), The counting screen is displayed on the touch panel-equipped displays 105 and 202, respectively (S414). The counting screen displayed on the display 105 with the touch panel shows a display frame for displaying an image captured by the customer camera 203 in real time and a display frame for displaying an image captured by the hand camera 215 in real time. It shall be. For example, as shown in FIG. 6C, the control unit 107 displays in real time an image photographed by a message “counting bills”, a gauge 523 indicating the progress of counting, a display frame 503, and a hand camera 215. A counting screen 525 showing a display frame 524 to be displayed is displayed on the display 105 with a touch panel. Thereby, the teller can confirm the state of the customer. Further, as shown in FIG. 6D, the control unit 107 causes the display 202 with a touch panel to display a counting screen 526 in which a message “We are currently counting cash” and a gauge 523 are displayed.

  Next, when the counting process in the cash processor 210 is completed (Yes in S415), the control unit 107 displays a counting completion screen on the touch panel-equipped displays 105 and 202, respectively (S416). For example, as illustrated in FIG. 6E, the control unit 107 causes the display 105 with a touch panel to display a count completion screen 527 in which the display frame 503, the gauge 523, and the display frame 524 are displayed. Further, as shown in FIG. 6 (f), the control unit 107 causes the display 202 with a touch panel to display a count completion screen 528 in which a message “We are currently counting cash” and a gauge 523 is displayed.

  Next, the control unit 107 makes a withdrawal waiting request to the cash processor 210 (S417). When there is a withdrawal request, the cash processor 210 discharges banknotes and coins to the banknote deposit / withdrawal unit 211 and the coin deposit / withdrawal unit 212 and opens the shutter of the banknote deposit / withdrawal unit 211 and the coin deposit / withdrawal unit 212. Wait for the operation. Then, when an operation for opening the shutter is performed by the customer, the cash processor 210 causes the bill flicker lamp 213 provided next to the bill deposit / withdrawal unit 211 and the coin flicker lamp 214 provided next to the coin deposit / withdrawal unit 212. Is blinked to inform the customer of the location of the banknote deposit / withdrawal unit 211 and the coin deposit / withdrawal unit 212. Thereby, the shutter of the banknote depositing / withdrawing part 211 and the coin depositing / withdrawing part 212 can be opened and closed at the timing which a customer thinks good.

  Next, the control unit 107 displays a discharge monitoring screen on the display with touch panel 105 and also displays the discharge screen on the display with touch panel 202 (S418). For example, as illustrated in FIG. 6G, the control unit 107 causes the display 105 with the touch panel to display a discharge monitoring screen 529 in which display frames 503 and 524 are displayed. Moreover, the control part 107 displays the discharge | release screen 530 on which the message "Please receive a banknote" is shown on the display 202 with a touch panel as shown in FIG.6 (h). The release screen 530 is displayed until S427 described later.

  Next, when the control unit 107 determines that the shutter of the banknote deposit / withdrawal unit 211 (or the coin deposit / withdrawal unit 212) has been opened by the customer (Yes in S419), a message indicating that the shutter has been opened is displayed on the release monitoring screen. In addition, the time when the shutter is opened and the images taken by the customer camera 203 and the hand camera 215 at that time are stored in the storage device 109 (S420). For example, as shown in FIG. 6 (i), the control unit 107 displays a message “shutter opened” on the emission monitoring screen 529, and as shown in FIG. 8, the time when the shutter is opened. “14:10:30” is associated with “image file 11” as an image taken by the customer camera 203 at that time, and “image file 12” as an image taken by the hand camera 215 at that time. It is stored in the storage device 109 as one journal log (sampling event: “shutter open”).

  Next, when the control unit 107 detects that the customer's hand is inserted into the banknote deposit / withdrawal unit 211 (or the coin deposit / withdrawal unit 212) by the hand insertion detection sensor 216 (Yes in S421), A message indicating that the message has been inserted is displayed on the release monitoring screen, and the time when the hand is inserted and the images taken by the customer camera 203 and the hand camera 215 at that time are stored in the storage device 109 (S422). . For example, the control unit 107 displays a message “A hand has been inserted” on the release monitoring screen 529 as shown in FIG. 6 (j), and detects that a hand has been inserted as shown in FIG. “14:11:00” as the time at that time, “Image file 21” as the image taken by the customer camera 203 at that time, and “Image file 22” as the image taken by the hand camera 215 at that time Are stored in the storage device 109 as one journal log (sampling event: “manual insertion detection”).

  Next, when it is detected by the cash detection sensor 217 that the cash is withdrawn from the banknote deposit / withdrawal unit 211 (or the coin deposit / withdrawal unit 212) (S423 is Yes), the control unit 107 has withdrawn the cash. A message to that effect is displayed on the release monitoring screen, and the time when it is detected that the cash has been withdrawn and the images taken by the customer camera 203 and the hand camera 215 at that time are stored in the storage device 109 (S424). ). For example, as shown in FIG. 7A, the control unit 107 displays a message “The banknote has been extracted” on the discharge monitoring screen 529, and when the banknote is extracted as shown in FIG. “14:11:30” as the time, “image file 31” as the image taken by the customer camera 203 at that time, and “image file 32” as the image taken by the hand camera 215 at that time In association therewith, it is stored in the storage device 109 as one journal log (sampling event: “sampling detection”).

  Next, when the control unit 107 determines that the shutter of the bill deposit / withdrawal unit 211 (or the coin deposit / withdrawal unit 212) is closed by the customer (Yes in S425), a message indicating that the shutter is closed is displayed on the release monitoring screen. In addition, the storage device 109 stores the time when the shutter is closed and the images taken by the customer camera 203 and the hand camera 215 at that time (S426). For example, the control unit 107 displays a message “shutter closed” on the release monitoring screen 529 as shown in FIG. 7B, and as the time when the shutter is closed as shown in FIG. “14:12:00” is associated with “image file 41” as an image photographed by customer camera 203 at that time, and “image file 42” as an image photographed by hand camera 215 at that time. One journal log (sampling event: “shutter close”) is stored in the storage device 109.

  Next, when it is detected by the cash detection sensor 217 that there is no cash in the banknote deposit / withdrawal unit 211 (or the coin deposit / withdrawal unit 212) (S427 is Yes), the control unit 107 displays a message that there is no cash. In addition to being displayed on the release monitoring screen, the time when it is detected that there is no cash and each image taken by the customer camera 203 and the hand camera 215 at that time are stored in the storage device 109 (S428). For example, as shown in FIG. 7 (c), the control unit 107 displays a message “confirm that there is no banknote in the deposit / withdrawal unit” on the discharge monitoring screen 529, and as shown in FIG. “14:12:30” as the time when it is detected that there is no banknote in the gold section 211, “image file 51” as the image taken by the customer camera 203 at that time, and the hand camera at that time The image file 52 is associated with the “image file 52” and stored in the storage device 109 as one journal log (sampling event: “no cash remaining”).

  Then, the control unit 107 displays a transaction end screen on the touch panel-equipped displays 105 and 202, respectively (S429). For example, as illustrated in FIG. 7D, the control unit 107 causes the display 105 with a touch panel to display a transaction end screen 531 on which a message “transaction is completed” and display frames 503 and 524 are displayed. Further, as shown in FIG. 7 (e), the control unit 107 displays a transaction end screen 532 on which the message “Thank you” is displayed on the display 202 with the touch panel.

  As described above, the window business system of the present embodiment is configured to display various operation guides such as an authentication request screen and a release screen on the display 202 with the touch panel, and thus supports smooth customer operations. be able to.

  Moreover, in the window business system of this embodiment, when it is detected that the customer's hand has been inserted into the banknote deposit / withdrawal unit 211 when an operation to open the shutter is performed, the banknotes are inserted from the banknote deposit / withdrawal unit 211. Is taken by the customer camera 203 and the hand camera 215 when an operation of closing the shutter is performed, and when it is detected that there is no banknote in the banknote deposit / withdrawal unit 211, respectively. Each image is stored in the storage device 109. These images can be used as evidence indicating the actual operation status of the customer. As a result, cash trouble that occurs after the customer operates the cash processor 210 (for example, trouble that claims that the shutter is closed before the customer touches the cash even though the customer actually touched the cash) Corresponding processing can proceed smoothly.

  Moreover, in the window business system of this embodiment, the shutter opening / closing of the banknote depositing / withdrawing unit 211 (or the coin depositing / withdrawing unit 212), the insertion of the hand into the banknote depositing / withdrawing unit 211 (or the coin depositing / withdrawing unit 212), the banknote depositing / withdrawing Messages indicating each withdrawal event such as cash withdrawal from the section 211 (or coin deposit / withdrawal section 212) and no cash remaining in the banknote deposit / withdrawal section 211 (or coin deposit / withdrawal section 212) are sequentially displayed on the discharge monitoring screen 529. Because of this configuration, the teller can support the customer's operation while grasping the customer's operation status.

  In the window business system of the above embodiment, authentication processing using finger veins is performed as customer authentication processing. However, authentication processing using a magnetic card or IC card inserted into the card processing unit 103 is used. You may comprise so that it may perform. Further, the customer authentication process itself may be omitted.

  Moreover, in the window business system of the said embodiment, although it is the structure by which shutter opening / closing of the banknote depositing / withdrawing part 211 (or coin depositing / withdrawing part 212) is performed by a customer's operation, when the cash counting process of the cash processing machine 210 is complete | finished. The shutter of the banknote deposit / withdrawal unit 211 (or the coin deposit / withdrawal unit 212) may be configured to automatically open. Moreover, you may comprise so that the shutter of the banknote depositing / withdrawing part 211 (or coin depositing / withdrawing part 212) may open by operation of the display 202 with a touch panel by a teller.

  In the window service system of the above embodiment, each image captured by the customer camera 203 and the hand camera 215 is stored in the storage device 109 when the shutter is opened or closed or manually inserted. It may be configured such that each moving image captured by the customer camera 203 and the hand camera 215 is stored in the storage device 109 at the time of insertion or hand insertion.

  In the window business system of the above embodiment, the window terminal 101 controls the operation of one cash processor 210, but the window terminal 101 controls the operation of each of the plurality of cash processors 210. You may comprise as follows.

  In addition, the window business system of the above embodiment is configured such that the customer withdraws cash from the cash processor 210, but can also be applied to the case where the customer inserts cash into the cash processor 210.

100 Teller side 101 Window terminal 102 Hand scanner 103 Card processing unit 104 Passbook processing unit 105 Display with touch panel 106 Keyboard 107 Control unit 108 Communication control unit 109 Storage device 200 Customer side 201 Finger vein reader 202 Display with touch panel 203 Customer camera 210 Cash processing Machine 211 Bill deposit / withdrawal unit 212 Coin deposit / withdrawal unit 213 Bill flicker lamp 214 Coin flicker lamp 215 Hand camera 216 Hand insertion detection sensor 217 Cash detection sensor

Claims (7)

A teller terminal provided on the teller side and provided with storage means;
A cash machine installed on the customer side;
Photographing means for photographing the customer;
With
The cashier terminal has data indicating the operation of the cash processing machine when the customer withdraws cash from the cash processing machine or when cash is inserted into the cash processing machine by the customer; The window business system characterized in that it is stored in the storage means in association with the image photographed by. The window business system according to claim 1,
The photographing means is composed of a first camera that photographs the customer's face and a second camera that photographs the customer's hand,
The window terminal includes data indicating an operation of the cash processing machine when cash is extracted from the cash processing machine by the customer or when cash is inserted into the cash processing machine by the customer; A window business system, wherein the first image captured by the camera and the second image captured by the second camera are associated and stored in the storage means. The window business system according to claim 1 or claim 2,
The cash handling machine includes a hand insertion detection sensor that detects that the customer's hand has been inserted,
The cashier terminal has data indicating the operation of the cash processing machine when the customer withdraws cash from the cash processing machine or when cash is inserted into the cash processing machine by the customer; The window business system characterized in that the image photographed in step (1) and the detection result of the hand insertion detection sensor are associated with each other and stored in the storage means. The window business system according to any one of claims 1 to 3,
The cash processing machine includes a cash detection sensor for detecting cash,
The cashier terminal has data indicating the operation of the cash processing machine when the customer withdraws cash from the cash processing machine or when cash is inserted into the cash processing machine by the customer; The window business system characterized in that the image taken by the step and the detection result of the cash detection sensor are associated with each other and stored in the storage means. The window business system according to any one of claims 1 to 4,
A window business system comprising operating means provided on the customer side for operating an opening / closing operation of a shutter of the cash handling machine. The window business system according to any one of claims 1 to 5,
A window business system comprising customer side display means provided on the customer side for displaying operation guidance according to the operating status of the cash processing machine by the customer. The window business system according to any one of claims 1 to 6,
A teller service system comprising a teller side display means provided on the teller side and displaying an operation status of the cash processing machine by the customer.