JP3584479B2 - Disability telephone equipment - Google Patents

Description

[0001]
[Industrial applications]
The present invention relates to an improvement in a trouble telephone device provided between an automatic machine such as an automatic transaction device and a monitoring center.
[0002]
In recent years, automatic machines in financial institutions and the like have become unmanned and have been centrally monitored by monitoring devices provided in monitoring centers.
These unmanned automated machines are equipped with customer telephones (hereinafter referred to as “customer telephones”) in order to cope with failures during operation (including equipment abnormalities, mishandling, etc.). It is necessary to respond to the monitoring center while watching the monitoring screen showing the status of the automatic machine. For example, a plurality of automatic machine statuses are divided and displayed by region. A telephone is provided for each display device.
[0003]
When a customer makes an inquiry to a supervisor using this customer telephone, the customer is automatically connected to the above-mentioned telephone at the monitoring center only by hooking off the customer telephone. In addition, when there are inquiries from a plurality of customer telephones at the same time, the connection takes time because the connection order is determined based on the failure state of the automatic machine or the like.
[0004]
In addition, as the number of automatic machines to be monitored increases, customer telephones are often used in addition to inquiries about automatic machines, and connection of customer telephones for failure inquiries may be delayed.
[0005]
On the other hand, automatic machines in recent years are increasingly provided with a device (hereinafter referred to as a voice interfacer, a VI device) for providing operation guidance by voice so that a visually handicapped person can be handled. If a failure occurs while operating the automatic machine, it is very difficult for a visually impaired person to pick up the handset of the customer's telephone because the telephone is not always located at a fixed position.
[0006]
As described above, the conventional trouble telephone apparatus is not suitable for quick response, and it is necessary to solve the problem.
[0007]
[Prior art]
FIG. 8 is a configuration diagram of a conventional example, FIG. 9 is a diagram showing an example of a monitoring screen, and FIG. 10 is a diagram showing an example of a telephone connection screen.
[0008]
FIG. 8 shows an example of a monitoring system. The monitoring device 1 provided in the monitoring center includes a control device 5 for monitoring and controlling the automatic machine 12 of each branch 10, a plurality of display devices 2a to 2x, and a display device 2a. 2x corresponding to input units (mouse etc.) 4a-4x, and telephones 3a-3x placed near the display devices 2a-2x, respectively.
[0009]
The control device 5 acquires the status of the automatic machines 12 from each branch 10 and, as shown in FIG. 9, displays the monitoring screens a to x indicating the status of the individual automatic machines 12 for each region according to the number of the automatic machines 12. A plurality of such screens are generated and displayed on the display device 2a in correspondence with the monitoring screen a and on the display device 2x as the monitoring screen x.
[0010]
Although not shown, when a branch name in the monitoring screen of FIG. 9 is designated by the input units 4a to 4x, a detailed screen showing the state of the fully automatic machine in the branch is further specified in the detailed screen. By instructing the automatic machine ID of the automatic machine 12, a detailed screen showing the detailed state of the automatic machine 12 can be displayed, and the customer can be handled while referring to the detailed screen as necessary.
[0011]
In the branch 10, a plurality of automatic machines 12 and customer telephones 14 are installed for each of the automatic machines 12, and the terminal control adapter 11 collectively communicates these devices with the monitoring device 1. The communication line is based on, for example, an ISDN network.
[0012]
Here, the automatic machine 12 is a well-known automatic transaction device such as an automatic depositing / dispensing machine, and is provided with a VI device 13 for a visually impaired person in addition to a normal operation panel.
The VI device 13 is composed of a handset used in a telephone or the like (here, used as a handset, hereinafter a handset), a voice guidance device, a push button used as an operation button, and the like. Then, the operation guidance by voice is started, and thereafter, the next operation method is described by voice each time the customer presses the push button based on the operation guidance.
[0013]
When a failure occurs due to a device failure, an operation error, or the like during a transaction by operating the automatic machine 12, the customer makes an inquiry to a staff member of the monitoring center by using the customer telephone 14. The connection is made as follows. When the customer telephone 14 is hooked off, the terminal control adapter 11 transmits a hook-off notification message to the monitoring device 1 (see FIG. 8).
(2) In response to the hook-off notification, as shown in FIG. 9, the control device 5 displays a telemark, in a message area of a monitoring screen (here, monitoring screen a) of the automatic machine 12 linked to the hooked-off customer telephone 14. The hook-off notification information including the automatic machine ID and the like is displayed.
{Circle around (3)} The clerk who sees the hook-off notification information operates the input unit 4a to display a telephone connection screen as shown in FIG. 10, and the telephone number of the telephone 3a to be connected to the telemark in the hook-off notification information. (The telephone number of the monitoring screen serial number a) is designated by the input unit 4a.
{Circle around (4)} As a result, the control device 5 transmits a telephone connection request message including the telephone number of the telephone 3a to the branch office 10 of the hook-off notification source.
{Circle around (5)} Upon receiving this message, the terminal control adapter 11 once disconnects the connection with the monitoring device 1, dials based on the notified telephone number, and hooks off the telephone 14 and the telephone of the monitoring device 1. 3a.
[0014]
At the time of this connection operation, when the next hook-off notification is received, hook-off notification information is additionally displayed on the same screen as shown in FIGS. 9 and 10, but the attendant looks at the monitoring screen, etc. The customer telephone of the automatic machine in which a failure has occurred (state x in FIG. 9) is preferentially connected.
[0015]
[Problems to be solved by the invention]
As described above, the connection between the customer telephone 14 and the telephones 3a to 3x of the monitoring center is conventionally performed by a screen center operation by a person in charge of the monitoring center. The generated customer telephone 14 is connected preferentially. For this reason, there has been a problem that the connection time becomes longer as a result.
[0016]
In addition, the customer's phone may be used for other purposes, such as directions, and if a phone that needs to respond to the customer while watching the monitoring screen is used for such an inquiry, the customer's phone can be promptly used when a failure occurs. There is also a problem that it is not possible to take appropriate measures.
[0017]
On the other hand, if a failure occurs while operating the automatic machine 12 using the VI device 13, it is very difficult for a visually impaired person to pick up the customer telephone 14 because the installation position of the customer telephone is indeterminate. In addition, the conventional monitoring device 1 does not display whether or not the failure is caused by the VI device 13, that is, it is not determined whether or not the customer is a visually impaired person. There was a problem that it was difficult.
[0018]
The present invention has been made in view of the above circumstances, and has as its object to provide a trouble telephone apparatus for quickly connecting a trouble telephone.
[0019]
[Means for Solving the Problems]
In order to achieve the above object, the obstacle telephone device of the present invention
(1) As shown in the principle diagram of the present invention in FIG. 1, a first telephone 46 provided to be linked to an automatic machine 41 which performs a predetermined process by a customer operation, and the first telephone 46 is hooked off. When a hook-off notification is sent to the monitoring device 40 that monitors the automatic machine 41, the first connection unit 43 on the automatic machine side that dials the telephone number notified back from the monitoring device 40 is provided, and the monitoring device 40 is provided with the first connection unit 43. A plurality of second telephones 47, and a second connection unit 42 of the monitoring device that selects one of the second telephones 47 and notifies the telephone number of the second telephone 47 based on the hook-off notification. A telephone device,
The plurality of second telephones 47 are allocated to one of the failure response telephone 44 and the normal telephone 45,
The second connection unit 42 searches the state of the corresponding automatic machine 41 by the hook-off notification, and when the automatic machine 41 is in a failure state, notifies the automatic machine side of the telephone number of the failure handling telephone 44, When the automatic machine 41 is normal, the telephone number of the normal telephone 45 is notified.
(2) A monitoring device for monitoring an automatic machine provided with a voice interfacer that performs operation guidance by voice, and configured to monitor a state of the voice interfacer.
(3) A connection is made between a first telephone corresponding to an automatic machine equipped with a voice interfaceer that performs operation guidance by voice via a handset and a second telephone equipped with a monitoring device for monitoring the automatic machine. In the trouble telephone equipment,
When a failure occurs during use of the voice interfacer, the handset is switched to the handset of the first telephone, and a telephone connection unit for connecting the first telephone and the second telephone is provided. .
[0020]
[Action]
(1) As the second telephone 47 of the monitoring device 40, two types of telephones 44 for failure handling and telephones for normal use 45 are provided. Then, the second connection unit 42 of the monitoring device 40 searches for the state of the corresponding automatic machine 41 based on the hook-off notification from the automatic machine side, and when the automatic machine 41 is in the failure state, the failure handling telephone 44 The telephone number is notified to the automatic machine side if the telephone number is normal, and the telephone number of the ordinary telephone 45 is notified.
[0021]
As described above, when the first telephone 46 linked to the automatic machine 41 in which the failure has occurred is hooked off, the first telephone 46 is automatically connected to the failure handling telephone 44.
When the automatic machine 41 to be linked is normal, it is connected to the ordinary telephone 45 which does not need to correspond to the monitoring screen. For this reason, the connection with the faulty telephone is automated, and the busy by the telephone other than at the time of the fault occurrence is reduced, and the response at the time of the fault occurrence can be promptly performed.
[0022]
(2) A monitoring device for monitoring an automatic machine provided with a voice interfacer (VI device) for providing operation guidance by voice so as to monitor the status of the VI device and display the status (failure, use status). I do. As a result, inquiries from the visually impaired by the customer's telephone can be recognized as being visually impaired, and an extremely detailed response can be made.
[0023]
(3) If a failure occurs while using the VI device, the connection unit switches the handset of the VI device to the handset of the first telephone and connects the first telephone and the second telephone.
[0024]
This allows the user of the VI device to use the handset of the VI device directly as a handset of the customer's telephone and to be connected to the telephone of the monitoring device at the time of occurrence of a trouble, so that the user of the VI device does not need to pick up the customer's telephone, and the user with the visually impaired Service improves.
[0025]
【Example】
(First embodiment)
FIG. 2 is a block diagram of the first embodiment, and FIG. 3 is an operation flowchart of the first embodiment.
[0026]
FIG. 2 shows an example in which the present invention is applied to the conventional monitoring system shown in FIG. 8, and the same reference numerals represent the same object. In the monitoring device 1 of FIG.
Reference numerals 20a to 20x denote trouble-handling telephones 20, which correspond to the trouble-handling telephones 44 in FIG. 1, and are installed by being linked beside the display devices 2a to 2x.
[0027]
Reference numerals 21a to 21x denote ordinary telephones 21, which correspond to the ordinary telephone 45 shown in FIG. 1 and are respectively installed beside the display devices 2a to 2x or arranged at arbitrary one to several places in the monitoring center. The number of the ordinary telephones 21 does not necessarily need to correspond to the number of the display devices 2a to 2x, and may be smaller than the number.
[0028]
Reference numeral 22 denotes a telephone connection unit, which corresponds to the second connection unit 42 in FIG. 1 and performs telephone connection control on the monitoring device 1 side.
Reference numeral 23 denotes an automatic machine status file in which the status of the automatic machine 12 notified from each branch 10 is filed by the control device 5. Based on the automatic machine status file 23, the monitoring screens a to x shown in FIG. 9, the detailed screen 1 shown in FIG. 6 described in the second embodiment, the detailed screen 2 shown in FIG. Are displayed on the display devices 2a to 2x.
[0029]
Reference numeral 24 denotes a telephone use status file, in which the telephone connection unit 22 files the use status of the trouble-handling telephones 20a to 20x and the normal telephones 21a to 21x.
Reference numeral 25 denotes a connection waiting information file. When the telephone of the monitoring device 1 to be connected is busy, the waiting state of the customer telephone 14 (the telephone number of the waiting state telephone, etc.) is filed by the telephone connection unit 22.
[0030]
Reference numeral 26 denotes a telephone number / monitoring screen correspondence file, in which the monitoring screens (monitoring screen serial numbers) a to x correspond to the display devices 2a to 2x, so that the correspondence between the telephone numbers and the display devices 2a to 2x is also represented. ing. As shown in FIG. 2, the contents of this file include a trouble-corresponding telephone number and a normal telephone number corresponding to the monitoring screen serial number. Here, when the number of ordinary telephones 20 is small, one ordinary telephone number is assigned to a plurality of monitoring screens.
[0031]
Reference numeral 27 denotes an automatic machine status flag, which is set to ON in the case of a failure and OFF in the case of normal, and is used in connection processing described later.
Reference numeral 28 denotes a waiting state flag, which is set to ON when there is a telephone in a waiting state, and is set to OFF when there is no telephone in a waiting state, and refers to the presence or absence of a telephone in a connection waiting state.
[0032]
The branch-side telephone connection unit 15 performs the branch-side telephone connection control, and performs the same operation as in the related art, that is, notifies the monitoring device 1 of a hook-off notification message of the customer telephone 14 and dials based on the telephone number returned and received. Then, the customer telephone 14 is connected to the telephone designated by the monitoring device.
[0033]
As described above, the telephone of the monitoring device corresponding to the customer telephone is divided into the failure response telephone 20 which can respond while watching the monitoring screen and the normal telephone 21 which can respond without watching the monitoring screen. Depending on the status, select from them and connect automatically. Hereinafter, the connection operation on the monitoring device side will be described with reference to FIG.
[0034]
The control device 5 constantly monitors the status of all the automatic machines 12 based on the notification from the branch 10, and stores the status in the automatic machine status file 23 and updates the status. The monitoring screens a to x are normally displayed on the display devices 2a to 2x corresponding to the monitoring screens a to x of the regional automatic machines shown in FIG.
[0035]
Hereinafter, when the customer telephone 14 linked to the automatic machine 12 displayed on the monitoring screen a is hooked off, the failure handling telephone 20x linked to the display device 2x displaying the monitoring screen x is selected. Will be described.
(1) The telephone connection unit 15 notifies the monitoring device 1 of a state change (hook off / on) of the customer telephone 14.
(2) In the case of hook-off, the telephone connection unit 22 refers to the automatic machine status file 23 and searches for a fault state of the automatic machine 12 corresponding to the customer telephone 14 of the hook-off notification.
(3) If a failure (including an operation error or the like) has occurred in the automatic machine 12, the automatic machine state flag 27 is set to ON (failure state).
(4) Subsequently, referring to the telephone use status file 24, a vacant trouble-shooting telephone 20 is searched.
(5) If there is a vacant trouble handling telephone (if it is vacant, 20a, here, 20x), obtain the telephone number, refer to the telephone number / monitoring screen correspondence file 26, and display the corresponding monitoring screen. Get the serial number (x).
(6) A telephone connection request message to which the telephone number obtained in step (5) is added is transmitted to the branch 10. Thus, the telephone connection unit 15 of the branch 10 automatically dials using the telephone number.
(7) The telephone connection unit 22 of the monitoring device that has transmitted the telephone connection request message refers to the automatic machine status flag 27, and if it is on (failure), the telephone number transmitted to the customer telephone 14 is the failure response telephone 20x. The control device 5 is notified of the fact that there is, and the control device 5 displays the fact that the failure handling telephone connection is established in the message area of the monitor screen x of the display device 2x, and switches the monitor screen x to the monitor screen a for display. .
[0036]
Thereby, it is possible to respond to the customer telephone 14 while watching the monitoring screen a on the display device 2x. At the time of reception, as described above, by instructing the branch in the monitoring screen a, the detailed screen (1) shown in FIG. 6 and the automatic machine ID in the detailed screen (1) are indicated. The detailed screen (2) shown in FIG. 7 can be displayed on the display device 2x.
(8) Subsequently, the telephone connection unit 22 refers to the connection waiting state file 25, and if there is no customer telephone 14 in the waiting state, turns off the waiting state flag 28 and ends the processing.
(9) If all of the trouble-shooting telephones are in use in step (4), the information (telephone number, automatic machine ID to be linked, etc.) of the customer telephone is filed in the connection waiting information file 25, and the waiting state flag is set. Turn on 28.
(10) In step (2), if the linked automatic machine 12 is normal, the automatic machine state flag 27 is turned off (normal),
(11) The telephone use status file 24 is searched to determine whether or not the normal telephone 20 is in use.
(12) If there is a vacant ordinary telephone 21, the telephone number is acquired, and then the processing of step (6) is performed.
(13) Then, the control device 5 displays that it is the normal telephone 21 in the message area of the monitoring screen linked thereto.
(14) In step (1), when the state change of the customer telephone is hook-on (end of call), the waiting state flag 28 is referred to. If there is a customer telephone 14 in the waiting state, the processing in step (2) and subsequent steps is performed. Perform connection processing. If there is no customer telephone 14 in the waiting state, the process is terminated.
[0037]
As described above, when a failure occurs in the automatic machine 12, the customer telephone 14 linked to the automatic machine 12 is automatically connected to any of the failure handling telephones 20a to 20x, and also linked to the failure handling telephone 21 connected to the monitoring screen. Since the display automatically transitions to the monitoring screen of the display device that is performing the operation, it is possible to respond while watching the monitoring screen. In addition, when the telephone is normal, the telephone is normally connected to the telephone 20, so that the customer telephone having a failure is not made to wait.
[0038]
(Second embodiment)
FIG. 4 is a block diagram of the second embodiment, FIG. 5 is an operation flowchart of the second embodiment, FIG. 6 is a diagram showing an example of a detail screen (1), and FIG. 7 is an example of a detail screen (2). FIG.
[0039]
In the present embodiment, the status of the VI device is displayed on the detailed screens (1) and (2) as the monitoring screens, and when a failure occurs in the VI device use state, the handset of the VI device is connected to the customer telephone. An example of switching as a handset will be described.
[0040]
In FIG. 4, a terminal control adapter 30 monitors a status of the VI device 33 and notifies the monitoring device 1 of the status, and a portion for performing telephone connection control with the monitoring device 1. A telephone connection unit 32 including a customer telephone part excluding the handset.
[0041]
33 is a VI device excluding a voice output part, 35 is a handset of the VI device 33, 36 is a handset of a customer telephone, and a switch 34 switches the handset 35 between the VI device 33 and the telephone connection unit 32. . The switch 37 connects the handset 36 to the telephone connection unit 32 when the handset 35 is connected to the VI device 33, and calls the handset 36 when the handset 35 is connected to the telephone connection unit 32. Disconnect from the connection part 32.
[0042]
Reference numeral 38 denotes an automatic machine status file provided in the monitoring device 1, and the status of the VI device is stored in correspondence with the automatic machine ID. Then, the control device 7 inserts the VI device state in the detailed screens (1) and (2) as described later.
[0043]
The operation when the VI device 33 having the above configuration is used will be described with reference to FIG.
(1) When the handset 35 of the VI device 33 is hooked off, operation guidance is started. At this time, the notification unit 31 transmits a VI device busy message to the monitoring device 1.
(2) Thereby, the control device 7 files “in use” in the automatic machine status file 38 in correspondence with the automatic machine ID.
[0044]
The detailed screen (1) in FIG. 6 shows the status of the automatic machine at a certain branch 10. When the VI device 33 is in use, VI is displayed in the status item of the automatic machine. In this column, a circle indicates that the VI device is used normally. It should be noted that the indication of “failure” in the figure indicates the occurrence of a failure.
[0045]
FIG. 7 shows an example of a detailed screen corresponding to the automatic machine. The detailed screen is displayed by instructing the automatic machine ID with the mouse of the input unit 4a on the screen of FIG. Here, in the processing mode entry column (1), "VI" is conventionally displayed as "payment", but in the present embodiment, "VI" is added in the case of the payment operation by the VI device 33.
(3) Here, when an abnormality occurs in the VI device 33, the notification unit 31 transmits a VI abnormal message to the monitoring device 1.
(4) In this way, the control device 5 files the VI abnormality in the automatic machine status file 38 and alerts the operator by displaying the “VI” display of the processing mode in FIG. 6 in a special color display, for example, yellow display. At the same time, "VI abnormal" is displayed in the confirmation content column (2).
[0046]
From the above, it is known to the observer whether or not the VI device 33 is currently used, and in the case of an abnormality, the processing mode in which the abnormality has occurred and the nature of the failure have been identified. When there is a telephone call, it is possible to recognize that the person is a visually impaired person and take an extremely detailed response.
[0047]
It should be noted that the same effect can be obtained by displaying “VI in use” and “VI abnormal” in the status column of the monitoring screen shown in FIG.
(5) Next, when a VI error occurs, the handset 35 of the VI device 33 is switched to the handset 36 of the customer telephone.
[0048]
First, the VI device 33 issues a voice message to notify the switching to the customer's telephone, for example, "I can't handle. I'll connect you to the clerk. Please wait without hanging up the telephone." .
[0049]
Subsequently, the telephone connection unit 32 controls the switching unit 34 and the switching unit 37 to switch the handset 35 to the telephone connection unit 32, and notifies the monitoring device 1 of a hook-off notification message.
(6) As a result, the monitoring device 1 responds with the telephone number to be connected as shown in the first embodiment.
(7) The telephone connection unit 32 dials this telephone number.
[0050]
As described above, the user of the VI device automatically switches to the customer's telephone when a failure occurs, so that it is not necessary to take the customer's telephone.
As described above, it is possible to easily make a connection in the use of the faulty telephone in the normal use of the automatic machine and the use of the VI device, and to promptly respond.
[0051]
【The invention's effect】
As described above, the faulty telephone apparatus of the present invention provides (1) a monitoring-side answering telephone provided with a fault-handling telephone and a normal telephone, and a telephone linked to the automatic machine in which a failure has occurred is connected to the fault-handling telephone. (2) means for monitoring the status of the VI device; (3) means for automatically switching the VI device to the customer's telephone when a fault occurs during the use of the VI device. It is also possible to quickly and appropriately make a telephone connection when a failure occurs.
[Brief description of the drawings]
FIG. 1 is a principle diagram of the present invention. FIG. 2 is a configuration diagram of a first embodiment. FIG. 3 is an operation flowchart of a first embodiment. FIG. 4 is a configuration diagram of a second embodiment. FIG. 6 is a diagram illustrating an example of a detailed screen (1). FIG. 7 is a diagram illustrating an example of a detailed screen (2). FIG. 8 is a configuration diagram of a conventional example. Diagram showing an example of a monitoring screen [FIG. 10] Diagram showing an example of a telephone connection screen [Description of symbols]
Reference Signs List 1 monitoring device 2a, 2x display device 3a, 3x faulty telephone 4a, 4x input unit 5 control device 7 control device 10 branch 11 terminal control adapter 12 automatic machine 13 VI device 14 customer telephone 20, 20a, 20x failure response telephone 21, 21a, 21x Normal telephone 22 Telephone connection unit 23 Automatic machine status file 24 Telephone use status file 25 Connection waiting information file 26 Phone number / monitoring screen correspondence file 27 Automatic machine status flag 28 Waiting status flag 30 Terminal control adapter 31 Notification unit 32 Telephone connection unit 33 VI device 34 Switch 35 VI device handset 36 Customer phone handset 37 Switch 40 Monitoring device 41 Automatic machine 42 Second connection unit 43 First connection unit 44 Fault response telephone 45 Normal use Telephone 46 First telephone 47 Second telephone

Claims (2)

A hook-off notification is provided to a first telephone linked to an automatic machine that performs a predetermined process by a customer operation and to a monitoring device that monitors the automatic machine when the first telephone is hooked off, A first connection unit on the automatic machine that dials the telephone number destination notified back from the monitoring device, a plurality of second telephones provided on the monitoring device side, and a second telephone based on the hook-off notification A faulty telephone device including a second connection unit on the monitoring device side for selecting one telephone from among the telephones and notifying the telephone number,
The plurality of second telephones are assigned to one of a failure handling telephone and a normal telephone,
The second connection unit searches for the state of the corresponding automatic machine based on the hook-off notification, and when the automatic machine is in a failure state, notifies the automatic machine side of the telephone number of the failure handling telephone. If the telephone number is normal, the telephone number of the normal telephone is notified. The automatic machine is provided with a voice interfacer that performs operation guidance by voice via a handset, and the state of the voice interfacer is configured to be displayed on the monitoring screen of the monitoring device. 2. The failure according to claim 1, further comprising the step of switching the handset to the handset of the first telephone and providing a telephone connection unit for connecting the first telephone and the second telephone when the occurrence of a call occurs. Telephone equipment.

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