JP4893049B2 - Automatic transaction apparatus monitoring system and automatic transaction apparatus - Google Patents

Description

  The present invention relates to an automatic transaction apparatus installed in a branch office such as a financial institution or a branch office, and an automatic transaction apparatus monitoring system for monitoring the automatic transaction apparatus.

  In an automatic transaction device installed at a branch office or branch office of a financial institution, when a failure such as a failure of a device that cannot complete the transaction occurs in a transaction performed by the customer, the customer is prepared in the automatic transaction device. An inquiry is made to the operator of the monitoring center that remotely monitors the automatic transaction apparatus by telephone such as an autophone. The operator who received the inquiry should explain the situation of the failure, the customer's name, contact information, etc. over the phone from the customer who was dealing with the failure, and explain how to deal with the failure. Yes.

In addition, when a failure or the like occurs in the automatic transaction apparatus, the public network communication control unit provided in the automatic transaction apparatus calls the maintenance staff to notify the state of the failure and requests the maintenance staff to be dispatched. (For example, refer to Patent Document 1).
JP-A-10-149401 (paragraphs “0006” to “0014”, FIG. 1)

However, in the above-described conventional technology, it is necessary to provide a telephone or public network communication control unit for each automatic transaction apparatus, which is expensive to the equipment, and is also used for a branch office where the automatic transaction apparatus is installed. Since it is necessary to conclude a dedicated communication line contract with the monitoring center for each store, there is a problem in that communication costs are incurred.
In addition, the operator of the monitoring center needs to perform an operation for processing inquiries from a large number of customers, and there is a problem that a workload is imposed on the operator.

  An object of the present invention is to solve such a problem.

  For this reason, the present invention is installed in a store such as a sales store, and when an abnormal operation is detected in a transaction such as cash payment performed by accepting a customer's operation, the failure information and inquiry for classifying the abnormal operation are classified. Between an automatic transaction apparatus that displays a screen in which destination information is encoded, input means for reading the encoded failure information and reference destination information, and a communication destination indicated by the reference destination information read by the input means Based on a mobile terminal provided with a communication means for exchanging information, an explanation content database storing handling information that explains a handling method of a customer in association with the fault information, and fault information received from the mobile terminal An inquiry server for searching the explanation content database and returning the extracted countermeasure information to the portable terminal is provided, and the failure information and the inquiry destination information displayed on the automatic transaction apparatus The read mobile terminal transmits the failure information to the inquiry server indicated by the inquiry destination information, and returns the handling information extracted from the explanation content database based on the failure information received by the inquiry server to the mobile terminal. The handling information is displayed on the portable terminal.

According to the present invention as described above, there is an effect that the cost of equipment such as a telephone and a public network communication control unit and the communication cost can be reduced.
In addition, it is possible to reduce the workload of the monitoring center operator.

  Embodiments of an automatic transaction apparatus monitoring system and an automatic transaction apparatus according to the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram illustrating a configuration of an automatic transaction apparatus monitoring system according to an embodiment.
In FIG. 1, reference numeral 1 denotes an automatic transaction machine (ATM: Automatic Teller Machine), which is installed at a branch office of a financial institution such as a bank or a branch office. The automatic transaction apparatus 1 can perform cash deposit / withdrawal transactions, transfer transactions, and the like by customer operations. The communication line 2 is communicably connected.

  A host computer 3 is installed in an office center of a financial institution such as a bank. The host computer 3 is connected to the automatic transaction apparatus 1 through a communication line 2 such as a dedicated line, and exchanges transaction messages such as deposits, withdrawals and transfers with the automatic transaction apparatus 1 to establish a customer transaction. Judge whether or not. Also, identity verification is performed to confirm that the customer is the identity.

  An automatic transaction apparatus monitoring server 4 is connected to the automatic transaction apparatus 1 and the like via the communication line 2 so as to be able to communicate with each other. The automatic transaction apparatus monitoring server 4 includes calculation and control means such as a CPU (Central Processing Unit) and MPU (Micro Processing Unit), a storage means such as a magnetic disk and a semiconductor memory, and a communication means.

  A monitoring database 5 is provided in the automatic transaction apparatus monitoring server 4. This monitoring database 5 includes a branch number indicating a place where the automatic transaction apparatus 1 is installed and a machine number for identifying the automatic transaction apparatus 1 when a failure such as a bill occurs in a transaction performed by the customer with the automatic transaction apparatus 1. The automatic transaction apparatus monitoring server 4 receives information from the automatic transaction apparatus 1 and stores the information indicating the occurrence time and the situation where the failure has occurred, the customer's account number, transaction type, transaction amount, and the like.

Reference numeral 6 denotes an inquiry WEB server (inquiry server), which is a WWW (World Wide Web) server connected to a later-described mobile phone or the like via the communication line 2. The inquiry WEB server 6 also includes calculation and control means such as a CPU, storage means such as a magnetic disk and semiconductor memory, communication means, and the like.
Reference numeral 7 denotes an explanation content database, which is provided in the inquiry WEB server 6. The explanation content database 7 is handling information (hereinafter referred to as “description content”) that describes the contents that the customer deals with in correspondence with error codes (failure information) for classifying the abnormalities of the operation that occurred in the automatic transaction apparatus 1. ) Is stored in the database. Details will be described later.

In the present embodiment, the explanation content database 7 is described as being provided in the inquiry WEB server 6, but it may be directly connected to the communication line 2.
The inquiry WEB server 6 includes an explanation page generation processing unit. The explanation page generation processing unit searches the explanation content database 7 based on the received error code, extracts the explanation content, and the explanation page configured by the explanation content. Is generated.

  A monitoring terminal 8 is connected to the automatic transaction apparatus monitoring server 4 and the inquiry WEB server 6 through the communication line 2 so as to be able to communicate with each other. The monitoring terminal 8 includes calculation and control means such as a CPU, storage means such as a magnetic disk and semiconductor memory, input means such as a keyboard and a mouse, display means such as a CRT (Cathode Ray Tube), liquid crystal display, and communication means. A normal personal computer or the like operated by an operator of the monitoring center.

  Reference numeral 10 denotes a telephone, which is a normal telephone on which an operator who operates the terminal 8 talks. The telephone 10 is an ordinary telephone that is connected to the telephone exchange 9 and can make a call with a mobile phone or the like possessed by a customer who makes a transaction with the automatic transaction apparatus 1. Further, the operator of the monitoring center monitors the state of the automatic transaction apparatus 1 displayed on the monitoring terminal 8, and when a maintenance person needs to be dispatched, this telephone 10 is used to contact a maintenance company such as a security company. Request the dispatch of.

  Reference numeral 12 denotes a mobile phone, which is owned by a customer who makes a transaction with the automatic transaction apparatus 1. This mobile phone 12 is connected to the telephone exchange 9 via a wireless communication line 11 and makes a call with the telephone 10 and also communicates with the inquiry WEB server 6 via the wireless communication line 11 and the like. It is a normal mobile phone provided with means. Furthermore, this mobile phone 12 has a barcode reading function such as a camera, a function for decoding the read barcode, a display function for displaying various types of information on the display unit with characters and symbols, and various types of information received by accepting customer operations. It has an input function.

The mobile phone 12 is not limited to a mobile phone, and may be a mobile terminal such as a PHS (Personal Handyphone System).
The automatic transaction apparatus monitoring server 4, the monitoring database 5, the inquiry WEB server 6, the explanation content database 7, the monitoring terminal 8, the telephone exchange 9 and the telephone 10 described above are financially located remotely from the sales office where the automatic transaction apparatus 1 is installed. It is installed in a monitoring center such as an engine.

FIG. 2 is a block diagram showing the configuration of the automatic transaction apparatus in the embodiment.
In FIG. 2, reference numeral 21 denotes a customer operation display unit, which is composed of a display unit such as a CRT or a liquid crystal display and an operation unit in which a touch panel or the like is arranged on the display unit, and the customer touches a button or the like displayed on the display unit. An input operation or the like is performed. The customer operation display unit 21 can detect an input operation performed by the customer and output a signal corresponding to the input operation.

A card reader printer unit 22 accepts a card in which account information such as an account number is recorded from a card insertion / ejection slot, reads and writes data recorded on the magnetic stripe of the card, an IC chip, etc. The contents of the transaction are printed, and the card and the statement slip are discharged from the card insertion / discharge port.
The card reader printer unit 24 can detect an operation abnormality such as a card or statement slip being jammed by a sensor or the like.

  Reference numeral 23 denotes a deposit / withdrawal unit, which is composed of a banknote deposit / withdrawal machine and a coin deposit / withdrawal machine, and performs deposit / withdrawal processing of banknotes and coins. Here, deposit processing means that banknotes entered by customers into banknote depositing / dispensing gates are counted in a banknote depositing / dispensing machine and stored in a safe, and coins placed in coin depositing / dispensing ports are counted by a coin depositing / dispensing machine and stored in a safe. It is to store. Withdrawal processing, banknotes and coins corresponding to the amount specified by the customer's operation are fed out from the banknote depositing and dispensing machine and coin depositing and dispensing machine safes, respectively, and transported to the banknote depositing and dispensing slot and coin depositing and dispensing slot. To pay to customers.

The deposit / withdrawal unit 23 can detect an abnormal operation such as a jam of a bill or a coin, which is an abnormality during the conveyance of the bill or the coin, by a sensor or the like.
Reference numeral 24 denotes a storage unit which is composed of a semiconductor memory, a disk or the like. The storage unit 24 is an error code (failure information) that is information for classifying operation abnormalities (hereinafter referred to as “failures”) detected by the card reader unit 22 and the deposit / withdrawal unit 23, and when such a failure occurs. Inquiry destination information (for example, URL: Uniform Resource Locator) to be inquired to, and software for controlling the entire automatic transaction apparatus 1 are stored.

A control unit 25 controls the operation of the entire automatic transaction apparatus 1 including the customer operation display unit 21, the card reader unit 22, the deposit / withdrawal unit 23 and the storage unit 24 based on software stored in the storage unit 24. The control unit 25 has a function of communicating with the host computer 3, the automatic transaction apparatus monitoring server 4 and the like via a communication unit (not shown).
Reference numeral 251 denotes a barcode generation unit, which includes an error code (failure information) for classifying failures detected by the card reader unit 22 and the deposit / withdrawal unit 23 described above, and reference destination information (in this embodiment, the reference web server 6 The image data of the barcode including the information is generated from the URL. The barcode generation unit 251 constitutes a part of the control unit 25.

Here, the bar code is a concept including not only a one-dimensional code but also a two-dimensional code.
FIG. 3 is an explanatory diagram showing the configuration of the explanation content database 7 in the embodiment.
In FIG. 3, 31 is an error code (failure information), which is information indicating the content of the failure detected by the card reader unit 22, the deposit / withdrawal unit 23, and the like. This error code 31 is obtained by coding the progress of the transaction, the location where the abnormal operation occurred, the cause of the abnormal operation, and the like.

Reference numeral 32 denotes explanation contents (handling information), which are explanation words to the customer stored corresponding to the error code 31. For example, when a failure indicated by the error code “103254ffe1” occurs in the automatic transaction apparatus 1, “this ATM is a banknote, that is, an agent is required to handle” is a word explaining to the customer.
The operation of the above configuration will be described.

FIG. 4 is a flowchart showing the inquiry process in the embodiment, which will be described in accordance with steps represented by S.
The operation of each unit described below is controlled by a control unit such as a central processing unit (not shown) based on a program (software) stored in a storage unit such as a memory or a magnetic disk (not shown).

S1: The customer presses a transaction button on the transaction selection screen displayed on the customer operation display unit 21 of the automatic transaction apparatus 1 to start a desired transaction. Here, it is assumed that the customer presses the “cash payment” transaction button.
S2: When the automatic transaction apparatus 1 starts the transaction of “cash payment”, the customer inserts the card into the card insertion / extraction port according to the card insertion guidance screen displayed on the customer operation display unit 21. When a card is inserted, the card reader printer unit 22 reads account information recorded on the card. When the account information is read, the customer operation display unit 21 displays a password input screen, prompts the customer to input the password, and the customer inputs the password.

The control unit 25 transmits the account information read from the card and the input personal identification number to the host computer 3, and the host computer 3 authenticates the user based on the received account information and personal identification number.
When the automatic transaction apparatus 1 receives a message from the host computer 3 to the effect that it has been confirmed that it is the principal, the customer operation display unit 21 accepts the input of the payment amount and starts the operation of the cash withdrawal process.

Here, in the operation of the cash withdrawal process performed by the depositing / withdrawing unit 23, it is assumed that a failure such as a clogging of a bill that causes the bill to be unable to be transported through a transport path or the like occurs. Upon receipt of the failure, the deposit / withdrawal unit 23 notifies the control unit 25 of information such as the location and cause of the failure.
At this time, the control unit 25 transmits failure information such as the customer's account number, transaction type and transaction amount to the automatic transaction apparatus monitoring server 4, and the automatic transaction apparatus monitoring server 4 stores the received failure information in the monitoring database 5. Shall.

  S3: When the occurrence of a failure is detected, the control unit 25 generates an error code from the location and cause of the failure, and the barcode generation processing unit 251 stores the error code indicating the content of the failure in the storage unit 24. Barcode image data including the information is generated from the reference information. This information is composed of an inquiry destination 54 and an error code 55 indicated by the URL of the inquiry WEB server 6. For example, “http://www.xxbank.com/?e=103254ffe1”. The control unit 25 stores the image data of the barcode in the storage unit 24.

  When the image data is stored in the storage unit 24, the customer operation display unit 21 displays an inquiry guidance screen 51 shown in FIG. This inquiry guidance screen 51 is a bar that displays the wording such as “I cannot handle it, but please read the following barcode with your mobile phone and make an inquiry” and the image data of the barcode stored in the storage unit 24. This is composed of a code display area 52.

S4: The customer reads the barcode display area 52 displayed on the customer operation display unit 21 of the automatic transaction apparatus 1 with the mobile phone 12 on hand. The mobile phone 12 that has read the bar code displays an inquiry display screen 53 shown in FIG. 6 on the display unit.
This inquiry display screen 53 displays information acquired from the barcode. This information is composed of an inquiry destination 54 and an error code 55 indicated by the URL of the inquiry WEB server 6. For example, “http://www.xxbank.com/?e=103254ffe1”.

S5: When the inquiry display screen 53 is displayed, the customer presses the enter button or the like of the mobile phone 12. When the cellular phone 12 accepts pressing of the decision button or the like, the mobile phone 12 establishes communication with the inquiry WEB server 6 that is the inquiry destination indicated by the inquiry destination 54 and transmits an error code 55.
S6: The explanation page generation processing unit of the inquiry WEB server 6 that has received the error code 55 searches the explanation content database 7 based on the error code 55, and extracts the explanation content 32 corresponding to the error code 55. In addition, the explanation page generation processing section is the wording of “I am sorry for the inability to handle the XX Bank Homepage ATM”, the extracted explanation contents 32 “This ATM is a banknote, that is, the clerk needs to be treated ”And“ Please contact the monitoring center for the next telephone number if you are in a hurry, as it will take some time until the staff arrives. ”0120-1234-5678 Screen data is generated. The inquiry WEB server 6 transmits the generated screen data to the mobile phone 12.

  S7: The mobile phone 12 that has received the screen data displays the inquiry content display screen 56 shown in FIG. 7 on the display unit. This inquiry content display screen 56 is the text “XX Bank Homepage ATM is no longer available” and the explanation content 32 received in the explanatory text display area 57 “This ATM is a banknote, that is, the clerk's treatment is "It is necessary." And "It will take a while until the staff arrives. If you are in a hurry, please contact the monitoring center of the next telephone number 0120-1234-5678" etc. It is composed of the words.

A link is set to “0120-1234-5678”, which is the telephone number of the inquiry destination displayed on the mobile phone 12, and the customer can select the telephone number by directly performing the operation of selecting it. You can make a phone call.
S8: The customer confirms the explanation content of the failure of the automatic transaction apparatus 1 displayed on the mobile phone 12, and makes an inquiry call to the monitoring center if necessary.

Upon receiving the telephone call, the telephone exchange 9 is connected to the telephone 10, and the operator responds to the customer through the telephone 10.
Thus, the inquiry processing of the failure that has occurred in the automatic transaction apparatus 1 is performed.
In addition, although the present Example demonstrated by the automatic transaction apparatus installed in stores, such as a sales shop of a financial institution, the automatic transaction apparatus installed in stores and stations, such as a convenience store, may be sufficient.

In this embodiment, the error code is designated as a parameter in the URL. However, a dedicated URL may be prepared for each error code. In this case, each URL includes information on both the inquiry destination and the error code.
As described above, in this embodiment, it is not necessary to provide a telephone or the like for each automatic transaction apparatus, and dedicated to the monitoring center for each store such as a business store where the automatic transaction apparatus is installed. Since it is not necessary to conclude a communication line contract, it is possible to reduce the cost of equipment such as a telephone and the cost of communication.

  In addition, since the inquiry process is performed without intervention of the operator of the monitoring center, the operator's workload can be reduced.

The block diagram which shows the structure of the automatic transaction apparatus monitoring system in an Example. The block diagram which shows the structure of the automatic transaction apparatus in an Example. Explanatory drawing which shows the structure of the description content database in an Example Flowchart showing inquiry processing in the embodiment Explanatory drawing which shows the inquiry guidance screen in an Example Explanatory drawing which shows the reference display screen in an Example Explanatory drawing which shows the inquiry content display screen in an Example

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Automatic transaction apparatus 2 Communication line 3 Host computer 4 Automatic transaction apparatus monitoring server 5 Monitoring database 6 Inquiry WEB server 7 Explanation content database 8 Monitoring terminal 9 Telephone switch 10 Telephone 11 Wireless communication line 12 Mobile phone 21 Customer operation display part 22 Card reader Printer unit 23 Deposit / withdrawal unit 24 Storage unit 25 Control unit

Claims (4)

When an abnormal operation is detected in a transaction such as cash payment that is installed in a store such as a store and accepts a customer's operation, the failure information that classifies the abnormal operation and the reference information that is the inquiry destination are encoded. An automatic transaction device displaying a screen;
A portable terminal comprising: input means for reading the encoded failure information and reference destination information; and communication means for exchanging information between the communication destination indicated by the reference destination information read by the input means;
An explanation content database storing handling information for explaining the handling method of the customer in association with the failure information;
Searching the explanation content database based on the failure information received from the mobile terminal, providing an inquiry server that returns the extracted countermeasure information to the mobile terminal,
Based on the failure information received by the inquiry server, the portable terminal that has read the failure information and inquiry destination information displayed on the automatic transaction apparatus transmits the failure information to the inquiry server indicated by the inquiry destination information. An automatic transaction apparatus monitoring system, wherein the handling information extracted from the explanation content database is returned to the portable terminal and the handling information is displayed on the portable terminal. In the automatic transaction device monitoring system according to claim 1,
An automatic transaction apparatus monitoring system, wherein the encoded failure information and reference information are bar codes. In the automatic transaction apparatus for performing transactions by accepting the operation of the customer,
When an operation abnormality is detected, a code generation unit that encodes failure information that classifies the operation abnormality and inquiry destination information that is an inquiry destination;
An automatic transaction apparatus, comprising: a display unit configured to display the encoded failure information and reference information in a readable manner on a portable terminal . In the automatic transaction apparatus of Claim 3,
An automatic transaction apparatus characterized in that the encoded failure information and reference information are bar codes.