JP2021174085A - Maintenance system of transaction device and maintenance method of transaction device - Google Patents

Abstract

To determine a failure cause which causes a true cause with high accuracy, in a maintenance system of an automatic transaction device.SOLUTION: A transaction device converts operation information including fault history information in the past into a two-dimensional bar code when a fault occurs and displays it. A terminal transmits the operation information generated by photographing the two-dimensional bar code to an information processing device. The information processing device diagnoses a failure position and a recovery process of the transaction device by analyzing the fault history information.SELECTED DRAWING: Figure 1

Description

The present invention relates to a maintenance system for a trading device and a maintenance method for the trading device.

When a failure occurs in a trading device such as an ATM (Automated Teller Machine) used in a financial institution, a staff member or a guard of the financial institution performs restoration work. However, if it cannot be restored here, the maintenance service provider of the trading equipment will take action.

The maintenance service provider dispatches a maintenance worker to the installation site, and the maintenance worker visits the site where the trading equipment is installed to perform restoration work. At this time, in order for the maintenance worker to take appropriate recovery measures, the failure diagnosis is performed based on the operation information stored in the device in which the failure has occurred, the failure location is identified, and the measures necessary for recovery are taken. There is a need.

A trading device in a financial institution is connected to the network of the financial institution, but a maintenance worker who handles the device accesses the network to collect information, and a physical medium is connected to the information storage unit of the device. Collecting information may not be permitted for security reasons. Therefore, the information that the maintenance worker can acquire when performing the recovery procedure is limited to the range that the automated teller machine can display on the operation screen.

As a result, even if a maintenance worker operates an automated teller machine on site, little information can be obtained regarding the failure. In order to take necessary measures to restore the automated teller machine from this small amount of information, maintenance workers are required to have proficient diagnostic skills.

Patent Document 1 is, for example, a technique for providing maintenance workers with information necessary for recovery measures. In Patent Document 1, when an equipment breaks down, a two-dimensional bar code is displayed on the output unit of the device, bar code information is transmitted to a diagnostic server using a communication device, and the server analyzes the bar code information. Estimate the cause and location of the failure, and derive the tools and replacement parts required for equipment repair.

Japanese Unexamined Patent Publication No. 2004-265317

The information displayed on the equipment in Patent Document 1 is the information inside the equipment at the time when the information is output, and the maintenance worker takes action based on the information. Here, the time when the information is output refers to the time when the maintenance worker visits the site to perform the restoration work after the failure that triggered the dispatch of the maintenance worker.

Therefore, if there is another true cause of failure, appropriate measures may not be taken for recovery and the failure may recur. In order to take appropriate measures for recovery, maintenance workers need to perform failure diagnosis by referring to the past failure history.

However, Patent Document 1 does not consider performing a failure diagnosis by referring to the past failure history before the failure that triggered the dispatch of the maintenance worker. Therefore, it is difficult to accurately determine the cause of the failure that is the true cause.

An object of the present invention is to determine with high accuracy the cause of failure that is the true cause in a maintenance system for an automated teller machine.

The maintenance system for the trading device according to one aspect of the present invention includes a trading device, an information processing device that analyzes and diagnoses the operation information of the trading device, and a terminal that transmits the operation information to the information processing device. A maintenance system for a trading device, the trading device converts the operation information including past failure history information into a two-dimensional bar code and displays it when a failure occurs in the trading device, and the terminal displays the operation information. The operation information generated by photographing the two-dimensional bar code is transmitted to the information processing device, and the information processing device analyzes the failure history information included in the operation information to perform the transaction device. It is characterized by diagnosing the location of failure and recovery measures.

The maintenance method of the trading device according to one aspect of the present invention is a maintenance method of the trading device that analyzes and diagnoses the operation information including the past failure history information of the trading device, and by analyzing the failure history information. It has a first step of diagnosing a failure location and recovery measures of the trading device, and in the first step, the failure history information is a first of the first failures that triggered maintenance work when the failure occurred. The failure history information of 1, the second failure history information of the second failure that occurred before the first failure, and the third failure that occurred when reset after the first failure. It is characterized in that the first failure history information, the second failure history information, and the third failure history information are analyzed as the failure history information including the failure history information of 3.

According to one aspect of the present invention, in the maintenance system of a trading device, the cause of failure that is the true cause can be determined with high accuracy.

It is a schematic diagram of the maintenance system of a trading device. It is a schematic diagram of an automated teller machine. It is a figure which shows the information structure included in a two-dimensional bar code. It is a block diagram of the internal structure of an information processing apparatus. It is a flowchart which shows the operation of the maintenance system of a trading apparatus. This is an example of a terminal screen showing the details of the procedure. It is a figure which shows an example of the error code information which occurred in the past in an automated teller machine. It is a figure which shows an example of the URL information screen displayed after reading a two-dimensional bar code. It is explanatory drawing which shows the procedure of deriving the recovery action content from the database in an information processing apparatus. It is explanatory drawing which shows the procedure which derives an appropriate recovery action with reference to the failure history information. It is a figure which shows an example of the screen of the terminal which showed the treatment content and the treatment result. It is explanatory drawing which shows the procedure of accumulating new learning data in the database in an information processing apparatus.

Hereinafter, examples will be described with reference to the drawings. In the following embodiment, an automated teller machine such as an ATM used in a financial institution will be described as an example.

The overall configuration of the maintenance system of the automated teller machine according to the embodiment will be described with reference to FIG.
The maintenance system includes an automated teller machine 1, an information processing device 2 that analyzes and diagnoses information from the automated teller machine 1, and a terminal 3 that transmits information from the automated teller machine 1 to the information processing device 2. Here, the terminal 3 is, for example, a smartphone or a mobile phone with a camera. The terminal 3 has a digital camera unit 31. The operation information of the automatic trading device 1 is transmitted to the information processing device 2 with reference to the URL information included in the two-dimensional bar code photographed by the digital camera unit 31.

The configuration of the automated teller machine 1 will be described with reference to FIGS. 2 (a) and 2 (b).
The automated teller machine 1 includes a bill deposit / withdrawal unit 11, a card unit 12, a statement slip unit 13, a pin pad unit 14, a display unit 15, and a control unit 16.

The bill deposit / withdrawal unit 11 has a bill transport function and a bill identification function, and deposits / withdraws bills. The card unit 12 has a card transport function, a magnetic stripe, and an IC chip read / write function, and performs a card reading process for conducting a transaction. The detailed slip unit 13 has a function of printing transaction details on the detailed slip and a function of transporting the detailed slip, and performs a detailed slip issuance process.

The pin pad unit 14 includes a number key from 0 to 9, and has a function of accepting a password input and an amount input by the user at the time of transaction. The display unit 15 displays a guidance screen for a transaction operation when the user of the automatic teller machine 1 conducts a transaction, and an input result of the user such as a personal identification number. In addition, when a failure occurs in the automated teller machine 1, a two-dimensional bar code including operation information is displayed by the operation of a maintenance worker.

The control unit 16 includes hardware (not shown) such as a CPU and a memory, an information storage unit 17, and a conversion unit 18. The control unit 16 has a function of controlling each unit of the automated teller machine 1. The information storage unit 17 stores operation information such as the result of transactions made by the automatic teller machine 1 with the user and detailed log information when a failure occurs. The conversion unit 18 converts the operation information of the automatic teller machine 1 stored in the information storage unit 17 into a two-dimensional bar code when the maintenance worker executes a display instruction of the two-dimensional bar code.

The configuration of the two-dimensional bar code will be described with reference to FIG.
As shown in FIG. 3, the two-dimensional bar code includes a model name, a serial number, failure history information that has occurred in the past, URL information for transfer to the information processing device 2, and the like.

The failure history information that has occurred in the past has a code indicating the date and time of occurrence of each error, an error code, and a device state at the time of occurrence of the error with respect to a plurality of errors that have occurred in the automated teller machine 1.

The error code indicates a state when an abnormality occurs in the automated teller machine 1, for example, indicating a place where the bill transport operation has stopped in the bill deposit / withdrawal unit 11 of the automated teller machine 1. Specifically, the error code indicates the content of the failure and the recovery procedure.

Further, the device state at the time of error indicates information that allows the maintenance worker to determine whether the error occurred during normal operation, reset operation after error occurrence, or maintenance work of the maintenance worker.

The configuration of the information processing device 2 will be described with reference to FIG.
The information processing device 2 has a communication unit 21, a diagnosis unit 22, and a failure recovery database 23. The communication unit 21 is an interface for the information processing device 2 to send and receive information to and from the terminal 3. The diagnosis unit 22 derives a countermeasure method necessary for failure diagnosis and failure recovery of the automatic trading device 1 based on the operation information of the automatic trading device 1 transmitted from the terminal 3 and the information in the failure recovery database 23.

The failure recovery database 23 stores existing learning data composed of two-dimensional bar code information when a failure occurs in a plurality of automated teller machines 1 and the action contents when the automated teller machine 1 is restored. .. In addition, the failure recovery database 23 adds and accumulates the treatment results received from the terminal 3 via the communication unit 21 as new learning data.

The maintenance worker of the automatic trading device 1 photographs the two-dimensional bar code displayed on the display unit 15 with the terminal 3, so that the terminal 3 transmits the operation information included in the two-dimensional bar code to the communication unit of the information processing device 2. Send to 21.

The operation of the maintenance system of the automated teller machine 1 of the embodiment will be described with reference to FIGS. 5 and 6. Here, FIG. 6 shows an example of a screen of the terminal 3.

When a failure occurs in the automated teller machine 1 (S501), the maintenance worker is dispatched to the installation location at the request of the maintenance service provider (S502). The maintenance worker operates the automatic teller machine 1 to display the two-dimensional bar code on the display unit 15 (S503).

At this time, the conversion unit 18 of the automatic trading device 1 acquires the operation information necessary for performing the failure diagnosis from the information storage unit 17, converts it into a two-dimensional bar code, and displays the converted two-dimensional bar code in the display unit 15. Is displayed (S504).

The maintenance worker photographs the two-dimensional bar code displayed on the display unit 15 with the digital camera unit 31 of the terminal 3 (S505). The captured two-dimensional bar code also includes URL information for transmitting information to the information processing device 2, and the maintenance worker transmits operation information to the information processing device 2 by operating the terminal 3 (the operation information is transmitted to the information processing device 2). S506).

The information processing device 2 receives the operation information of the automatic teller machine 1 by the operation of the maintenance worker (S507). The received information includes the model name of the automated teller machine 1, the device serial number, one or more error codes that have occurred in the device in the past, and information indicating the state of the automated teller machine 1 when the error code occurs. include.

Next, the diagnosis unit 22 of the information processing device 2 analyzes the operation information, diagnoses the failure location and the recovery procedure, and transmits the diagnosis result to the terminal 3 (S508). Specifically, the diagnosis unit 22 of the information processing device 2 restores the automatic transaction device 1 by referring to the error code information that has occurred in the past in the automatic transaction device 1 and the information accumulated in the failure recovery database 23. Extract highly accurate content as the treatment content for this purpose. Here, if only the error code information is referred to, there are many action contents that are considered to be necessary for recovery. Therefore, by referring to the parameters such as the date and time and the device status, the action contents with higher accuracy are extracted.

Next, the maintenance worker identifies the faulty part on the terminal 3 and takes a recovery measure for the automatic teller machine 1 (S509). Specifically, when the maintenance worker transmits the operation information to the information processing device 2 via the terminal 3, the automatic teller machine 1 analyzed by the information processing device 2 is displayed on the screen of the terminal 3 as shown in FIG. The result showing the location of the failure and the recovery procedure is displayed. Specifically, the screen of the terminal 3 displays the model name of the automated teller machine 1, the device serial number, the faulty part, and the recovery procedure for the part. When there are multiple parts that are considered to be the cause of the failure, the failed parts and their recovery procedures are displayed on the screen in the order of high accuracy.

Next, the automated teller machine 1 is restored (S510). The maintenance worker uses the terminal 3 to transmit the actual failure location and the action content that led to the recovery to the information processing device 2 (S511). Specifically, as shown in FIG. 6, an area for selecting whether or not the terminal 3 has been restored by each restoration procedure is displayed on the screen of the terminal 3. The maintenance worker inputs the treatment result by selecting the "Yes" or "No" button after performing the procedure displayed on the screen of the terminal 3.

After the device is restored, the maintenance worker operates the "send" button on the screen of the terminal 3, and the result of the action contents that actually led to the restoration is transmitted to the information processing device 2.

Finally, the information processing device 2 adds and stores the received treatment content result as new learning data in the failure recovery database 23 (S512).

With reference to FIGS. 7 to 12, an example of an operation in which a maintenance worker performs a recovery measure using the maintenance system of FIG. 1 when a failure occurs in the automated teller machine 1 will be described.

According to FIG. 5, the maintenance worker who received the dispatch request causes the display unit 15 to display a two-dimensional bar code in order to perform recovery measures for the automated teller machine 1 in which the failure has occurred (S503). The two-dimensional bar code displayed here is assumed to include failure information that has occurred in the past in the automated teller machine 1 as shown in FIG. 7.

The maintenance worker reads the two-dimensional bar code displayed on the digital camera unit 31 of the terminal 3. After reading, the URL information of the information processing device 2 included in the two-dimensional bar code is displayed on the screen of the terminal 3 as shown in FIG. Then, when the maintenance worker accesses the displayed URL, the operation information is transmitted to the information processing device 2. Further, the information of FIG. 7 can be displayed on the screen of the terminal 3 according to the operation.

When the information processing device 2 receives the operation information of the automatic trading device 1, as shown in FIG. 9, the past failure information (b) included in the received operation information and the known learning data (fault recovery database 23) in the failure recovery database 23 ( With reference to a), data having a similar failure history is extracted from the known learning data (a). The known learning data in the failure recovery database 23 includes the details of the measures that led to the recovery. Similar known learning data (a) is searched from the failure recovery database 23, and highly accurate learning data is extracted as a recovery measure.

As shown in FIG. 10, the past failure information of the automated teller machine 1 transmitted to the information processing device 2 is the failure (1) (1) that triggered the dispatch of maintenance personnel depending on the device state at the time of the failure. A failure that switched from normal to abnormal), a failure that occurred in the automated teller machine 1 before the failure that triggered the dispatch of maintenance personnel (2), and a failure that triggered the dispatch of maintenance personnel by a bank employee, etc. It is classified into the failure (3) that occurred when the reset process was performed.

Here, when the maintenance worker takes recovery measures by referring only to the error code generated in the automated teller machine 1 when the maintenance worker is dispatched, the error code is the trigger for the maintenance worker to be dispatched. It is possible that it was caused by the reset operation after the failure occurred. Therefore, for example, if the residual position of the banknote is changed by the reset operation, a part different from the error when the device fails is indicated as the cause of the failure, and appropriate recovery measures cannot be taken. That is, there is a possibility that the error code indicating the root cause has changed due to the reset operation.

Further, even if the error code that triggered the dispatch of the maintenance worker is referred to, the cause of the occurrence is the deposit / withdrawal port of the bill deposit / withdrawal unit 11, or the bill transport path adjacent to that portion. There are cases where multiple causes are assumed. By referring to only a single error code in this way, it is not possible to narrow down the cause of the failure and the appropriate recovery action. For this reason, the underlying cause may not be properly treated and the disorder may recur immediately. As a result, recovery measures take time.

In consideration of the above circumstances, in the embodiment, past history information is referred to instead of a single error code, and failure causes and recovery measures of a plurality of error codes are combined to appropriately narrow down the cause of failure and recovery measures. conduct.

As a result, in the example shown in FIG. 10, it is found that exchanging the deposit / withdrawal port is the most accurate recovery measure for the automated teller machine 1. For example, the arrow (4) in FIG. 10 indicates a failure that has switched from normal to abnormal among the failures (2) that occurred in the automated teller machine 1 before the failure (1) that triggered the dispatch of maintenance personnel. .. When an error code of these failures occurs, the automated teller machine 1 is restored by exchanging the deposit / withdrawal port as a recovery measure.

By referring to the failures that occurred in the past (only the failures that switched from normal to abnormal), the cause of the failure and the appropriate recovery action are extracted. From this extraction result, as a recovery measure for the automated teller machine 1, the deposit / withdrawal port is the faulty part, and it is recommended to replace the deposit / withdrawal port.

In this way, the failure that triggered the dispatch of maintenance staff (1), the failure that occurred in the automated teller machine 1 before the failure (2), and the failure that triggered the dispatch of maintenance staff were reset by the bank staff, etc. The cause of the failure and the appropriate recovery action are determined by referring to the failure (3) that occurred when the process was performed. As a result, it is possible to show the recovery action contents in descending order of reliability.

By the above operation, the information processing device 2 extracts highly accurate treatment contents as the recovery treatment of the automatic trading device 1 based on the extracted information. The maintenance worker refers to the extraction result of the information processing device 2 from the terminal 3 and performs recovery measures in descending order of accuracy. At this time, FIG. 11 shows an example of a screen displayed on the screen of the terminal 3. The maintenance worker performs the recovery measures displayed on the terminal 3 in order, and selects "Yes" when the recovery is performed, and "No" when the recovery is not performed. When it is recovered, the action is terminated and the result of the recovery action is transmitted to the failure recovery database 23.

When the information processing device 2 receives the recovery action result from the terminal 3, the information processing device 2 adds the combination of the operation information of the automatic trading device 1 and the recovery action as new learning data (b) to the failure recovery database 23 as shown in FIG. .. After the new learning data (b) is added to the failure recovery database 23, it is accumulated in the failure recovery database 23 as known learning data (a). In this way, the past failure information of the automated teller machine 1 reflecting the recovery action result is added to the failure recovery database 23 as new learning data. By accumulating the learning data, the accuracy of the recovery treatment method derived by the information processing device 2 can be improved.

In the above embodiment, the automated teller machine 1 converts the operation information including the past failure history information into a two-dimensional bar code. The information processing device 2 analyzes a two-dimensional bar code including past failure history information. Therefore, it is possible to perform a highly accurate diagnosis in a short time, as compared with diagnosing the failure portion by the skill of the operator from the failure information displayed on the display unit 12 of the automatic teller machine 1. As a result, the automatic teller machine 1 can be quickly restored.

The information treatment device 2 analyzes the automatic teller machine 1 including the past failure information, and determines the failure that the device is facing (for example, in FIG. 10, the failure that triggered the dispatch of the maintenance staff in (1)). By investigating the true cause as well as (shown), an appropriate treatment method for the automated teller machine will be derived. By acquiring an appropriate treatment method from the information processing device 2, the maintenance worker can reduce the time for performing the failure diagnosis by himself / herself, so that a quick recovery treatment can be performed. Further, since it is possible to suppress the replacement of parts that do not originally need to be replaced, the maintenance cost can be reduced. In addition, even a maintenance worker who is unfamiliar with failure analysis can take appropriate recovery measures.

In the above embodiment, the information processing device 2 is provided with the diagnosis unit 22 and the failure recovery database 23 to analyze the operation information, but the present invention is not limited to this, and the automatic transaction device 1 is provided with the diagnosis unit 22 and the failure recovery database 23. A failure recovery database 23 may be provided so that the automated teller machine 1 analyzes the operation information.

In the above embodiment, the maintenance system of the automated teller machine 1 used in a financial institution has been described as an example, but the present invention can be widely applied to a maintenance system for a trading device capable of outputting a two-dimensional bar code. Is.

1 Automatic trading device 2 Information processing device 3 Terminal 11 Banknote deposit / withdrawal section 12 Card section 13 Detail slip section 14 Pin pad section 15 Display section 16 Control section 17 Information storage section 18 Conversion section 21 Communication section 22 Diagnosis section 23 Failure recovery database 31 Digital Camera part

Claims (10)

A maintenance system for a trading device, comprising a trading device, an information processing device that analyzes and diagnoses the operating information of the trading device, and a terminal that transmits the operating information to the information processing device.
The trading device is
When a failure occurs in the trading device, the operation information including the past failure history information is converted into a two-dimensional bar code and displayed.
The terminal
The operation information generated by photographing the displayed two-dimensional bar code is transmitted to the information processing apparatus.
The information processing device
A maintenance system for a trading device, characterized in that a failure location and a recovery procedure of the trading device are diagnosed by analyzing the failure history information included in the operation information. The trading device is
As the failure history information, the first failure history information of the first failure that triggered the maintenance work when the failure occurred and the second failure history of the second failure that occurred before the first failure. The information and the third failure history information of the third failure that occurred when the information was reset after the first failure are converted into the two-dimensional bar code and displayed.
The information processing device
The maintenance system for a trading device according to claim 1, wherein as the failure history information, the first failure history information, the second failure history information, and the third failure history information are analyzed. The information processing device
The diagnosis result information generated as a result of the diagnosis is transmitted to the terminal, and the diagnosis result information is transmitted to the terminal.
The terminal
The maintenance system for a trading device according to claim 1, wherein recovery treatment information actually performed by the trading device is transmitted to the information processing device based on the diagnosis result information. The information processing device
It has a database that stores a plurality of known learning data corresponding to the failure history information and the recovery action when the automatic teller machine is actually recovered.
The database is searched, the known learning data corresponding to the failure history information sent from the terminal is extracted, and the failure history information is analyzed.
The terminal
As the recovery action information, the actual failure location and the action content that actually led to the recovery are transmitted to the information processing apparatus.
The information processing device
The maintenance system for a trading device according to claim 3, wherein the recovery procedure information sent from the terminal is stored in the database as new learning data. The failure history information is
For the failure that occurred in the trading device, the error code and device status of the failure are included for each failure date and time.
The error code indicates the content of the failure and the recovery procedure.
The device state indicates whether the failure occurred during normal operation, the failure occurred at the time of reset after the failure occurred, or the failure occurred during the maintenance work.
The information processing device
The maintenance system for a trading device according to claim 4, wherein the database is searched, the known learning data corresponding to the error code and the device state are extracted, and the failure history information is analyzed. The two-dimensional bar code further contains URL information.
The terminal
The maintenance system for a transaction device according to claim 1, wherein the operation information is transmitted to the information processing device with reference to the URL information included in the two-dimensional bar code. It is a maintenance method of a trading device that analyzes and diagnoses operation information including past failure history information of the trading device.
It has a first step of diagnosing a failure location and recovery action of the trading device by analyzing the failure history information.
In the first step,
The failure history information is
The first failure history information of the first failure that triggered the maintenance work at the time of the failure, the second failure history information of the second failure that occurred before the first failure, and the first failure. Includes the third failure history information of the third failure that occurred when reset after the failure of
A method for maintaining a trading device, which comprises analyzing the first failure history information, the second failure history information, and the third failure history information as the failure history information. The second step of transmitting the operation information to the information processing device and
In the first step, the failure location and the recovery procedure are diagnosed by analyzing the failure history information with the information processing device.
A third step of transmitting the recovery procedure information actually performed by the trading device to the information processing device based on the diagnosis result information generated as a result of the diagnosis, and
The maintenance method of the trading apparatus according to claim 7, further comprising. The maintenance method for a trading device according to claim 8, wherein in the first step, the failure history information is analyzed by the information processing device with reference to the recovery procedure information. The fourth step of converting the operation information into a two-dimensional bar code and displaying it when a failure occurs in the trading device, and
A fifth step of photographing the displayed two-dimensional bar code and transmitting the generated operation information to the information processing apparatus, and
The maintenance method of the trading apparatus according to claim 8, further comprising.

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