JP5359792B2 - Exception processing management device, exception processing management device control method, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an exception handling management device effectively preventing a fraudulent action without burdening a manager, who has a predetermined authority, such as a manager and a shop chief, and to provide a control method of the exception handling management device, and a program. <P>SOLUTION: The exception handling management device includes: an exception handling locking part 23 for locking the transaction of exception handling by an accounting processing part 11; an approval request transmission part 53 for transmitting an approval request for obtaining the transaction approval of exception handling to a cellular phone 8 that a manager has; a transaction permission command reception part 54 for receiving the transaction permission command of the exception handling to the approval request from the cellular phone 8; and an unlocking part 24 for releasing lock by the exception handling locking part 23 accompanying the reception of the transaction permission command. Also, the approval request transmission part 53 selects and transmits a workflow corresponding to the level of an operator operating the accounting processing part 11 from a plurality of workflows stored beforehand. <P>COPYRIGHT: (C)2011,JPO&amp;INPIT

Description

  The present invention relates to an exception processing management device, a control method for an exception processing management device, and a program for preventing fraudulent acts of store staff and customers in retail stores such as supermarkets and restaurants such as family restaurants.

  Conventionally, Patent Document 1 has been proposed as a system for detecting fraud at the time of accounting processing by a store clerk in a retail store or a restaurant. The system described in Patent Document 1 includes a POS (Point Of Sales) terminal (POS terminal), a camera that captures an image around the POS terminal, a photo journal recorder, and a search terminal. The photo journal recorder records journal data (transaction history data), image data around the POS terminal captured by the camera, and operation history (operation history data) of the POS terminal by the store clerk in association with each other. . Then, the administrator (operator) designates predetermined search conditions such as time and POS terminal operation information using the search terminal, thereby displaying journal data and image data that match the search conditions on the display.

JP 2005-115504 A

  However, the system described in Patent Document 1 only displays a list of recorded data (accounting processing contents and captured images at that time) that match the search conditions specified by the administrator. In order to detect whether or not it has been received, the administrator must check the recorded data step by step. In addition, since it is necessary to check a large amount of recorded data, there is a problem in that an illegal act is not detected. As described above, in the conventionally proposed system, the illegal act cannot be reliably detected, and the effect as a preventive measure against the illegal act is low.

  Therefore, as a measure for preventing fraud, restricting transactions for exception processing (hereinafter referred to as “exception transactions”) at a POS terminal is performed. This exceptional transaction is often abused as a means of fraud. For example, using a receipt that the customer did not receive, perform a “cancellation process”, which is one of the exception processes, and take a cash equivalent to the settlement amount of the receipt. This can be prevented by restricting transactions for “processing”. As a method of restricting exceptional transactions, function restrictions by register keys, login, etc., so that only a store clerk with a predetermined authority (for example, manager, store manager, etc., hereinafter referred to as “manager”) can perform transactions. For example, function button layout based on ID discrimination. When transactions are restricted by these, it is necessary for the administrator to insert a cashier key to cancel the restriction or log in to enable exceptional transactions. However, in practice, every time an exceptional transaction is performed, it is complicated and unrealistic for the administrator to go to the place where the POS terminal is installed and perform these operations. For this reason, there is an actual situation that exception transactions are always permitted with administrator authority, which is insufficient as a countermeasure against fraud.

  SUMMARY OF THE INVENTION In view of the above problems, the present invention provides an exception processing management device and an exception processing management device control method that can effectively prevent fraud without bothering a manager or a manager with predetermined authority such as a store manager. And to provide a program.

  The exception processing management device of the present invention includes an exception processing lock unit that locks an exception processing transaction by an accounting processing unit, and an approval request transmission that transmits an approval request for obtaining an exception processing transaction approval to a predetermined mobile communication terminal. A transaction permission command receiving unit for receiving a transaction permission command for exception processing for an approval request from a predetermined mobile communication terminal, and a lock releasing unit for releasing the lock by the exception processing lock unit upon receipt of the transaction permission command, , Provided.

  A method for controlling an exception handling management apparatus according to the present invention is a method for controlling an exception handling management apparatus that includes an accounting processing unit inside or outside and can communicate with a predetermined mobile communication terminal. The exception processing lock step for locking the exception processing transaction by the department, the approval request transmitting step for transmitting the approval request for obtaining the transaction approval for the exception processing to the predetermined mobile communication terminal, and the approval from the predetermined mobile communication terminal A transaction permission command receiving step for receiving a transaction permission command for exception processing for a request, and a lock releasing step for releasing the lock upon receiving the transaction permission command are executed.

According to these configurations, an administrator (a store clerk with a predetermined authority) can issue a transaction permission command using the mobile communication terminal. For this reason, the administrator can issue a transaction permission command anytime and anywhere, and can eliminate the trouble of going to the place where the accounting processing unit (POS terminal or the like) is installed. Further, it is not necessary to always allow exception transactions with the administrator authority, so that the exception transaction restriction function can be utilized and the effect of preventing fraud can be maintained.
Note that “exception processing” refers to processing other than settlement processing in accounting processing. Specifically, “cancellation processing” for canceling input data during accounting processing by the accounting processing department, “cancellation processing (misregistration processing)” for canceling the accounting processing after accounting processing, and return of goods "Return processing" for product discount, "discount processing" for discounting products, "discount processing" for discounting products, and "exchange processing" for money exchange, cash in cash drawer "Inspection process" for reconciling sales with sales, "withdrawal / refund process" for making withdrawals or refunds, and "reissue process" for reissuing receipts.
Further, the predetermined mobile communication terminal may be one or plural. In the latter case, when the transaction permission command can be received from at least one of the plurality of mobile communication terminals, it may be unlocked, or when the transaction permission command can be received from all of the plurality of mobile communication terminals. It can also be unlocked.

  The exception processing management apparatus described above further includes a workflow storage unit that stores a plurality of approval request workflows, and the approval request transmission unit includes an accounting processing unit among the plurality of workflows stored in the workflow storage unit. It is preferable to select and send a workflow according to the level of the operating clerk.

  In the exception processing management device control method described above, the exception processing management device further includes a workflow storage unit that stores a plurality of approval request workflows. In the approval request transmission step, the exception processing management device includes a plurality of workflow storage units. It is preferable to select and send a workflow according to the level of the clerk operating the accounting processing unit from among the workflows.

  According to these configurations, the workflow of the approval request can be varied according to the level of the operator (clerk) who operates the accounting processing unit. As a result, for example, a complicated workflow is used for operators with low proficiency, and a simple workflow is used for operators who are not proficient, so that an approval request is efficiently made according to the proficiency and reliability of the operator. be able to.

  In the exception processing management device described above, the transaction processing detecting unit further includes a transaction start detecting unit that detects a transaction start of the exception processing by the accounting processing unit, and the exception processing locking unit and the approval request transmitting unit are configured to perform exception processing transactions by the transaction start detecting unit. It preferably works when a start is detected.

  In the exception processing management device control method described above, the exception processing device further executes a transaction start detection step for detecting the transaction start of the exception processing by the accounting processing unit, and the exception processing lock step and the approval request transmission step include: It is preferably executed when the transaction start of the exception process is detected in the transaction start detection step.

  According to these configurations, since the transaction start of the exception process is detected and the transaction lock and the approval request for the exception process are performed, the operator does not need to perform a special operation for executing them. That is, since a series of processes from transaction lock to release of exception processing is executed without any operation, the operator is not burdened with work.

  In the exception processing management apparatus described above, the transaction start detection unit determines a type of the exception processing that has started, and the approval request transmission unit performs exception processing from a plurality of workflows stored in the workflow storage unit. It is preferable to select and send a workflow according to the type.

  In the exception processing management device control method described above, in the transaction start detection step, the type of exception processing started is determined, and in the approval request transmission step, from among a plurality of workflows stored in the workflow storage unit Preferably, a workflow corresponding to the type of exception processing is selected and transmitted.

According to these configurations, the approval request workflow can be varied according to the type of exception processing. Thus, for example, if the type has a high possibility of fraud, the workflow is complicated, and if it is not, the workflow is simple. An approval request can be made.
Note that “exception processing type” means “cancellation processing”, “cancellation processing”, “return processing”, “discount processing”, “discount processing”, “exchange processing”, “inspection processing”, “ This refers to “withdrawal / refund processing” and “reissue processing”.

  The exception processing management apparatus described above further includes a destination storage unit that stores a plurality of destinations of the mobile communication terminal, and the approval request transmission unit is a level of a clerk operating the accounting processing unit from the destination storage unit Preferably, one or more destinations are selected according to at least one of the exception processing types, and the selected workflow is transmitted to the selected destinations.

  According to this configuration, the transmission destination of the workflow can be varied according to the level of the store clerk and the type of exception processing. This means, for example, that exception handling with high importance and operator proficiency are low, the mobile communication terminal of an administrator with high authority is the destination, and if not, the administrator of an administrator with no high authority Approval requests can be made to an appropriate partner according to the level of proficiency of the operator and the importance of exception handling, such as destined for the mobile communication terminal.

  In the exception handling management device described above, an imaging unit that captures the area around the cashier counter where the accounting processing unit is installed, and a video transmission unit that transmits, in real time, an image captured by the imaging unit to a predetermined mobile communication terminal. Furthermore, it is preferable to provide.

  According to this configuration, it is possible to transmit the captured image around the register counter in real time to the partner (administrator) who has requested approval. As a result, the administrator can check the situation in which exception handling is performed, estimate the possibility of fraud, and can appropriately determine whether or not to permit the transaction based on the result.

  In the exception handling management device described above, it is preferable that the exception handling management device further includes a call unit for making a call between a store clerk operating the accounting processing unit and a predetermined mobile communication terminal.

  According to this configuration, it is possible to make a call between the operator and the other party (manager) who has requested approval. Thereby, the administrator can guess the possibility of fraud from the conversation with the operator who is performing exception processing, and can appropriately determine whether or not to permit the transaction based on the result.

  The exception processing management apparatus described above preferably further includes a printing unit that prints accounting information, which is a result of accounting processing by the accounting processing unit, on receipt paper.

  According to this configuration, the exception handling management device of the present invention can be realized by a receipt printer.

  A program according to the present invention causes a computer to execute each step in the method for controlling an exception handling management device described above.

  By using this program, it is possible to realize a control method for an exception handling management apparatus that can effectively prevent fraud without the need of an administrator having a predetermined authority such as a manager or a store manager.

1 is a system configuration diagram of a store monitoring system according to a first embodiment. It is a functional block diagram of the store monitoring system concerning a 1st embodiment. It is a figure which shows an example of the workflow table which concerns on 1st Embodiment. It is a figure which shows an example of the approval request mail which concerns on 1st Embodiment. It is a flowchart which shows the exception processing management method (in the case of "workflow: flow 4") concerning 1st Embodiment. It is a flowchart which shows the exception processing management method (in the case of "workflow: flow 3,2,1") concerning 1st Embodiment. It is a flowchart which shows the exception processing management method (in the case of "workflow: flow 5") concerning 1st Embodiment. It is a system configuration figure showing the modification of the store monitoring system concerning a 1st embodiment. It is a system configuration figure of a store monitoring system concerning a 2nd embodiment. It is a functional block diagram of the store monitoring system concerning a 2nd embodiment. It is a flowchart which shows the basic example of the exception processing management method which concerns on 2nd Embodiment. It is a figure which shows an example of the lock release condition table which concerns on 2nd Embodiment. It is a flowchart which shows the application example of the exception processing management method which concerns on 2nd Embodiment. It is a system configuration figure showing the modification of the store monitoring system concerning a 2nd embodiment.

  Hereinafter, an exception handling management device, an exception handling management device control method, and a program according to the present invention will be described with reference to the accompanying drawings. In each embodiment described below, the exception processing management device of the present invention is exemplified for a case where it is applied to a store monitoring system. The store monitoring system is constructed to detect fraudulent behaviors of store clerk and customers in retail stores such as supermarkets and restaurants such as family restaurants.

[First Embodiment]
FIG. 1 is a system configuration diagram of the store monitoring system SY1 according to the first embodiment. As shown in the figure, the store monitoring system SY1 operates the POS terminal 1 that performs the accounting process, the receipt printer 2 that issues the receipt R, the monitoring camera 3 that monitors the area around the checkout counter 10, and the POS terminal 1. A headset 4 worn by a store clerk (hereinafter referred to as “operator”) and a store management server 5 that supervises the store monitoring system SY1 are configured. The POS terminal 1 and the receipt printer 2, the receipt printer 2 and the monitoring camera 3, and the receipt printer 2 and the headset 4 are connected by a serial interface (for example, a USB (Universal Serial Bus) interface). The POS terminal 1, the receipt printer 2, and the store management server 5 are connected by an in-store LAN 6 (wired LAN or wireless LAN).

  The store management server 5 can communicate with one or more mobile phones 8 (mobile communication terminals) via an external network NT such as the Internet. These mobile phones 8 are owned by a store clerk having a predetermined authority, such as a manager or a store manager. Hereinafter, the store clerk who has the predetermined authority is referred to as “manager”.

  Although FIG. 1 shows a case where there is one POS terminal 1, when a plurality of cashier counters 10 are installed in the store, a POS terminal 1 is provided for each cashier counter 10. That is, in this case, the plurality of POS terminals 1, the plurality of receipt printers 2, the plurality of monitoring cameras 3, and the plurality of headsets 4 are components of the store monitoring system SY1. The “exception processing management device” in the claims includes the receipt printer 2, the monitoring camera 3, the headset 4, and the store management server 5 among the above-described components.

  The POS terminal 1 is a register installed in the cashier counter 10 and performs accounting processing based on product information input by an operator. Then, accounting information (transaction data), which is a processing result of the accounting process, is output to the receipt printer 2.

  The surveillance camera 3 is a PTZ (Pan Tilt Zoom) camera, for example, and is installed around the cashier counter 10 (such as a ceiling). Although details will be described later, the photographing direction and zoom can be freely controlled by operating the mobile phone 8. Note that the imaging target of the surveillance camera 3 is an operator who performs a cashier operation at the cashier counter 10, a customer at the time of transaction processing, a product placed on the cashier counter 10, and the imaging result is the receipt printer 2 Is output. A plurality of surveillance cameras 3 may be installed for one cash register counter 10. In this case, it is preferable that the mobile phone 8 can individually control each monitoring camera 3.

  The headset 4 is also called an income and has headphones and a microphone. The operator who operates the POS terminal 1 is required to wear the headset 4 and uses this to make a call with the administrator (cell phone 8).

  The receipt printer 2 issues (prints) a receipt R based on the transaction information output from the POS terminal 1. In addition to the function of issuing a receipt R, the receipt printer 2 has a function of detecting that an exception processing transaction (hereinafter referred to as “exception transaction”) is started in the POS terminal 1, and the exception transaction. A function to lock an exception transaction in the POS terminal 1 with the start detection, a function to release the lock when the manager's approval is obtained, a function to transmit the imaging result of the monitoring camera 3 to the store management server 5, a head Various functions such as a function of inputting / outputting audio signals to / from the set 4 are provided. In this way, by inputting / outputting various information with the receipt printer 2 as the main (filtering various information acquired by the receipt printer 2 and outputting necessary information), the POS backbone network (POS terminal 1 The main network) traffic is not affected. Further, when applying the present invention to an existing POS system, it is not necessary to change the POS backbone network itself.

  When the receipt printer 2 detects the start of an exceptional transaction, the store management server 5 sends an approval request mail M (see FIG. 4) for obtaining permission for the exceptional transaction to the mobile phone 8 as a trigger. To do. In addition, when the administrator gives a transaction permission to the approval request mail M, the transaction permission command is received and the receipt printer 2 is commanded to unlock.

  Next, the functional configuration of the store monitoring system SY1 will be described in detail with reference to FIG. The POS terminal 1 has an accounting processing unit 11 as a main functional configuration. The accounting processing unit 11 has a POS application (not shown) as a main part, and executes accounting processing including settlement processing and exception processing. The processing results are output to the receipt printer 2 as transaction information. The accounting information includes information (operator name and operator ID) indicating the operator (operator in charge) of the POS terminal 1. The receipt printer 2 determines the level of the operator by acquiring the operator ID.

  Further, the accounting processing unit 11 outputs an operation result of a predetermined key (such as a cancel key or a cancel key) pressed at the start of exception processing to the receipt printer 2. The receipt printer 2 detects the start of the exception transaction by acquiring the operation result, and determines the type of exception processing.

  In the present embodiment, the exception process is a process that has a high possibility of being related to an illegal act and requires a manager's approval to execute the transaction. Specifically, “canceling process” for canceling input data during the accounting process of the POS terminal 1, “cancellation process (misregistration process)” for canceling the accounting process after the accounting process, and returning the merchandise. "Return processing" for product discount, "discount processing" for discounting products, "discount processing" for discounting products, and "exchange processing" for money exchange, cash in cash drawer "Inspection process" for checking sales, "withdrawal / refund process" for making a withdrawal or refund, "reissue process" for reissuing the receipt R, and the like.

  In the following description, each of these processes is distinguished as an exception process type. For convenience, processing other than exception processing among processing that can be executed by the POS terminal 1 is referred to as “normal processing”. The normal process includes a “settlement process” executed at the time of product purchase.

  The surveillance camera 3 includes an imaging unit 31 and a control unit 32 as main functional configurations. The imaging unit 31 captures the area around the cashier counter 10, and the imaging data captured by the imaging unit 31 is associated with information such as a camera ID for identifying the monitoring camera 3 and an imaging date and time, and an imaging result Is output to the receipt printer 2. The imaging date and time refers to a time measurement result of an RTC (Real Time Clock, not shown) provided in the monitoring camera 3. The control unit 32 is for controlling the shooting direction and zoom.

  The headset 4 has an audio acquisition unit 41 and an audio output unit 42 as main functional configurations. The sound acquisition unit 41 controls the headphone function, and acquires the sound from the mobile phone 8 via the store management server 5 and the receipt printer 2. The voice output unit 42 controls the microphone function, and outputs the operator's voice to the mobile phone 8 via the receipt printer 2 and the store management server 5. The “calling unit” in the claims mainly includes the voice acquisition unit 41, the voice output unit 42, and a voice transmission / reception unit 57 described later.

  The receipt printer 2 includes a transaction information acquisition unit 21, a transaction start detection unit 22, an exception processing lock unit 23, a lock release unit 24, a printer-side transmission / reception unit 25, and a printing unit 26 as main functional configurations. The transaction information acquisition unit 21 acquires the transaction information output from the POS terminal 1 (accounting processing unit 11).

  The transaction start detection unit 22 detects the transaction start of exception processing by the accounting processing unit 11. Specifically, pressing of a predetermined key provided in the accounting processing unit 11 corresponding to the exception processing type is detected. At this time, the transaction start detection unit 22 determines the type of the exception processing that has been started, and also determines the level of the operator who is operating the accounting processing unit 11. The type of exception processing is determined based on the operated predetermined key. That is, the operation (= exception processing type) of the POS terminal 1 is determined by performing a semantic analysis of the output data output from the accounting processing unit 11 when the predetermined key is pressed. If the receipt printer 2 is connected to a peripheral device such as a customer display (not shown), the display data on the customer display output from the POS terminal 1 is tapped and analyzed for semantics. The type of processing may be determined. Further, the type of exception processing may be determined from the accounting information used as print data.

  On the other hand, the operator level is determined based on the operator ID included in the accounting information acquired by the accounting information acquisition unit 21. The receipt printer 2 stores in advance a table (not shown) in which operator IDs are associated with their levels, and when accounting information is acquired from the accounting processing unit 11, the operator ID is extracted from the accounting information and extracted. The level corresponding to the operator ID is read from the above table. The read level is stored in a predetermined rewritable memory (not shown), and is referenced by the transaction start detection unit 22 when exception processing starts.

  When the transaction start detection unit 22 detects the transaction start of the exception process, the transaction start detection unit 22 outputs the transaction start detection result, the determined exception process type, and the operator level to the store management server 5 via the printer-side transmission / reception unit 25. Hereinafter, the type of exception processing and the level of the operator are collectively referred to as “discrimination information”.

  The accounting processing unit 11 may output the operator ID when the operator in charge is registered or when exception processing is started. In this case, the transaction start detection unit 22 can determine the level of the operator based on the acquired operator ID without extracting the operator ID from the transaction information.

  The exception processing lock unit 23 locks the exception transaction by the accounting processing unit 11 when the transaction start detection unit 22 detects the transaction start of the exception processing. Specifically, a hook driver (not shown) that can be controlled from the receipt printer 2 is installed in the POS terminal 1, and a command for validating / invalidating exceptional transactions is issued to the hook driver. . In addition, it is preferable that the hook driver applied to this embodiment prohibits exception transaction by invalidating operation of the predetermined key for starting exception transaction.

  The lock release unit 24 releases the lock by the exception processing lock unit 23 with the reception of the transaction permission command from the mobile phone 8 (administrator). That is, it instructs the hook driver to validate the exception transaction.

  The printer-side transmission / reception unit 25 has a LAN terminal (not shown) for connection to the in-store LAN 6 as a main part, and transmits / receives various information to / from the store management server 5. Specifically, the transaction start detection unit 22 transmits a transaction start detection result and discrimination information, receives a transaction permission command from the mobile phone 8, transmits an imaging result by the monitoring camera 3, and between the headset 4 and the mobile phone 8. Send and receive audio signals.

  The printing unit 26 prints the transaction information acquired by the transaction information acquisition unit 21 on a receipt sheet and issues a receipt R.

  The store management server 5 includes a workflow storage unit 51, a destination storage unit 52, an approval request transmission unit 53, a transaction permission command reception unit 54, a video transmission unit 55, a server side transmission / reception unit 56, and an audio transmission / reception unit 57 as main functional configurations. have.

  The workflow storage unit 51 stores a plurality of approval request workflows. The workflow is a workflow for obtaining an exception transaction transaction approval for the mobile phone 8 (administrator), whether or not it is necessary to confirm the monitoring video, and whether or not a call with the operator is necessary. Whether or not a manual transaction permission command is required is defined. Details will be described later.

  The destination storage unit 52 stores a plurality of destinations of the mobile phone 8. Specifically, the authority (title) of the administrator, the e-mail address and the telephone number of the mobile phone 8 are stored in association with each other.

  Upon receiving the transaction start detection result and the discrimination information (exception processing type and operator level) from the receipt printer 2, the approval request transmission unit 53 uses this as a trigger to trigger the approval request workflow (approval request mail M, FIG. 4). Reference) is transmitted to the mobile phone 8. As described above, the workflow storage unit 51 stores a plurality of workflows, and the destination storage unit 52 stores a plurality of destinations. Therefore, the approval request transmission unit 53 refers to the workflow table T1 shown in FIG. 3 and determines a workflow and a destination to be transmitted based on the received discrimination information.

  As shown in FIG. 3, the workflow table T <b> 1 is associated with exception processing types, operator levels, workflows, and destinations, and is stored inside or outside the store management server 5. . Here, it is defined that the level of the operator is any of levels 1 to 3, the workflow is any of flows 1 to 5, and the destination is either the chief manager or the sub-manager. The level of the operator having the lowest proficiency and reliability is “level 1”, and the operator having the highest proficiency and reliability is “level 3”. For example, “level 1” for a part-time job clerk, “level 2” for an employee with less than one year of experience, “level 3” for an employee with one year of experience or more. It is also possible to calculate the total working period and working time of each operator from an attendance management master (not shown), and to automatically set the level of each operator based on the calculation result. The simplest workflow is “flow 1”, and the most complicated workflow is “flow 5”.

  For example, when the discrimination information received from the receipt printer 2 indicates “exception processing type: stop processing” and “operator level: level 1”, the workflow is “flow 5” and the destination is “chief manager”. E-mail address. The workflow table T1 can be appropriately rewritten by an operation unit (keyboard, mouse, etc.) (not shown) provided in the store management server 5.

  Returning to the description of FIG. The transaction permission command receiving unit 54 receives a transaction permission command for exception processing from the mobile phone 8 in response to the approval request mail M. When the transaction permission command receiving unit 54 receives the transaction permission command, the transaction permission command receiving unit 54 transmits a lock release command to the receipt printer 2 via the server side transmission / reception unit 56. The transaction permission command for exception processing from the mobile phone 8 may use electronic mail. In this case, it is preferable that the transaction permission command receiving unit 54 transmits the lock release command after authenticating (identifying) the mail address for each mobile phone 8. Further, authentication may be performed using an ID or the like described in the e-mail.

  The video transmission unit 55 transmits the video captured by the monitoring camera 3 to the mobile phone 8. Note that the imaging result is a real-time image acquired via the printer-side transmission / reception unit 25 and the server-side transmission / reception unit 56.

  The server side transmission / reception unit 56 has a LAN terminal (not shown) for connection to the in-store LAN 6 as a main part, and transmits / receives various information to / from the receipt printer 2 (printer side transmission / reception unit 25).

  The voice transmission / reception unit 57 has a modem (not shown) connected to a telephone line as a main part, and transmits a voice signal between the headset 4 (operator) and the mobile phone 8 (administrator). Send and receive.

  Next, the functional configuration of the mobile phone 8 will be briefly described. The mobile phone 8 has a mail transmission / reception unit 81, a display unit 82, an operation unit 83, a mobile phone call unit 84, a video reception unit 85, and a camera control unit 86 as main functional configurations. The mail transmission / reception unit 81 transmits / receives an electronic mail, receives the approval request mail M from the store management server 5, and transmits a transaction permission command to the store management server 5.

  The display unit 82 indicates a display screen, and displays the approval request mail M and the imaging result of the monitoring camera 3. The operation unit 83 indicates an operation key, and is used for various operations such as selecting a transaction permission icon 104 (see FIG. 4) when an administrator approves an exceptional transaction. In addition, the mobile-side call unit 84 performs a call with an operator via a telephone line. In addition, the video reception unit 85 receives the imaging result (real-time video) of the surveillance camera 3 transmitted from the video transmission unit 55. In addition, the camera control unit 86 sends a command to the control unit 32 of the monitoring camera 3 in accordance with the operation of the operation unit 83 (operation for changing the shooting direction and zoom of the monitoring camera 3).

  Next, the approval request mail M will be described with reference to FIG. The figure shows an example of the approval request mail M (“workflow: in the case of flow 4”) displayed on the display unit 82 of the mobile phone 8. As shown in the figure, the approval request mail M includes “exception processing occurrence date / time”, “transaction number”, “target cash register number (POS terminal 1 ID)”, “operator in charge (operator name)”, “ The level of the operator in charge and the type of exception handling are displayed in text (see reference numeral 101).

  In addition, in the approval request mail M, a monitoring video confirmation icon 102 and a call icon 103 with the operator are displayed. When the confirmation icon 102 is selected, the imaging result of the monitoring camera 3 can be confirmed. This imaging result is a real-time video and is a live broadcast. When the monitor video confirmation icon 102 is selected, a video display / PTZ control screen (not shown) is displayed, and the shooting direction and zoom of the monitoring camera 3 can be changed by operating the operation unit 83. When the call icon 103 is selected, a call with the operator is enabled.

  Further, a transaction permission icon 104 and an end icon 105 are displayed in the approval request mail M. The transaction permission icon 104 can be selected (after the confirmation icon 102 and the call icon 103 are selected) (grayed out when the monitoring video is not confirmed and no call is made). When the transaction permission icon 104 is selected, a transaction permission command for instructing unlocking is transmitted to the store management server 5. When the end icon 105 is selected, the mail confirmation screen is ended.

  Note that the approval request mail M shown in the figure illustrates the case where “Flow 4” is selected as the workflow, but depending on the workflow, any one of the confirmation icon 102, the call icon 103, and the transaction permission icon 104, Or one or more is omitted. In other words, in the case of an operator with a high level of proficiency or exception handling with a low possibility of fraud, it is possible to omit the confirmation of the monitoring video and the call with the operator, or to automatically allow transactions. . When “Flow 5” is selected, a transaction permission command using the mobile phone 8 cannot be made (details will be described later), and thus a different screen form is used.

  Next, the flow of the exception handling management method according to the first embodiment will be described with reference to the flowchart of FIG. Here, a case where “flow 4” is selected as the workflow is illustrated. First, in the store monitoring system SY1 (receipt printer 2), when the transaction start of exception processing is detected (S11, transaction start detection unit 22), the type of the started exception processing is determined (S12, transaction start detection unit 22). Further, the level of the operator is determined (S13, transaction start detection unit 22). Further, the receipt printer 2 locks the exception transaction with respect to the POS terminal 1 (S14, exception processing lock unit 23). On the other hand, the store management server 5 transmits an approval request (workflow, approval request mail M) to the mobile phone 8 along with the exception transaction lock (S15, approval request transmission unit 53). Furthermore, the store management server 5 makes a state capable of transmitting a real-time video as an imaging result of the surveillance camera 3 (S16, video transmission unit 55) and makes a call with the headset 4 possible (S17, voice transmission / reception). Part 57).

  When the mobile phone 8 receives the approval request mail M from the store monitoring system SY1 (store management server 5) (S18, mail transmission / reception unit 81), the mobile phone 8 displays this (S19, display unit 82), and starts monitoring video confirmation operation. (Selection of confirmation icon 102) and call start operation (selection of call icon 103) are performed (S20, S21, operation unit 83). When a transaction permission operation is performed (transaction permission icon 104 is selected) (S22: Yes, operation unit 83), a transaction permission command is transmitted to store management server 5 (S23, mail transmission / reception unit). 81). In addition, when the transaction permission icon 104 is not selected (S22: No) and the end operation is performed (the end icon 105 is selected) (S24, operation unit 83), without transmitting a transaction permission command, The mail confirmation process is finished as it is. In this case, the store monitoring system SY1 (receipt printer 2) does not release the lock. On the other hand, when the store monitoring system SY1 receives a transaction permission command from the mobile phone 8 (S25, transaction permission command receiving unit 54), the store monitoring system SY1 unlocks the exceptional transaction with respect to the POS terminal 1 (S26, unlocking unit 24). .

  The above flowchart illustrates the case where “workflow: flow 4” is selected, but the processing flow of the mobile phone 8 when another workflow is selected will be described with reference to FIGS. 6 and 7. To do.

  FIG. 6A is a diagram showing a processing flow of the mobile phone 8 when “workflow: flow 3” is selected. In this case, compared to “Flow 4”, the call start operation is not necessary. That is, when the mobile phone 8 receives the approval request mail M from the store monitoring system SY1 (S31, mail transmission / reception unit 81), the mobile phone 8 displays this (S32, display unit 82), and performs a monitoring video confirmation start operation (S33). , Operation unit 83). When a transaction permission operation is performed (S34: Yes, operation unit 83), a transaction permission command is transmitted to the store monitoring system SY1 (S35, mail transmission / reception unit 81), and the transaction permission operation is not performed. (S34: No), an end operation is performed (S36, operation unit 83), and the mail confirmation process is ended. As described above, when “Flow 3” is selected, the transaction permission operation can be performed only on confirmation of the monitoring video. In this case, it is not necessary to display the call icon 103 in the approval request mail M, but the call icon 103 may be provided so that a call can be made as necessary.

  Next, FIG. 6B is a diagram illustrating a processing flow of the mobile phone 8 when “workflow: flow 2” is selected. In this case, compared with “Flow 3”, there is no need for a monitoring video confirmation start operation. That is, when the mobile phone 8 receives the approval request mail M from the store monitoring system SY1 (S41, mail transmission / reception unit 81), the mobile phone 8 displays this (S42, display unit 82). When a transaction permission operation is performed (S43: Yes, operation unit 83), a transaction permission command is transmitted to the store monitoring system SY1 (S44, mail transmission / reception unit 81), and the transaction permission operation is not performed. In this case (S43: No), an end operation is performed (S45, operation unit 83), and the mail confirmation process is ended. As described above, when “Flow 2” is selected, the transaction permission operation can be performed without confirming the monitoring video or making a call with the operator. In this case, it is not necessary to display the confirmation icon 102 and the call icon 103 in the approval request mail M. However, the confirmation icon 102 and the call icon 103 may be provided so that the monitoring video can be confirmed or a call can be made as necessary. good.

  Next, FIG. 6C is a diagram illustrating a processing flow of the mobile phone 8 when “workflow: flow 1” is selected. In this case, the transaction permission operation is not necessary as compared with “Flow 2”. That is, when the mobile phone 8 receives the approval request mail M from the store monitoring system SY1 (S51, mail transmission / reception unit 81), it displays this (S52, display unit 82). When the confirmation operation for the approval request mail M is performed (S53: Yes, operation unit 83), a transaction permission command is transmitted to the store monitoring system SY1 (S54, mail transmission / reception unit 81), and the mail confirmation is performed as it is. The process ends. That is, when “Flow 1” is selected, the transaction permission command is automatically transmitted by simply confirming the approval request mail M. In the case of “Flow 1”, the icons shown in FIG. 4 may be provided.

  Next, FIG. 7 is a diagram illustrating a processing flow of the mobile phone 8 when “workflow: flow 5” is selected. “Flow 5” is selected in the case of the exception processing type where the level of the operator is the lowest and the possibility of fraud is high. It is necessary to go to the POS terminal 1 and release the lock. However, the administrator who has received the approval request may not be able to deal with it. In such a case, another administrator (authority delegator) can be instructed to release the lock.

  As shown in the figure, when the mobile phone 8 receives the approval request mail M from the store monitoring system SY1 (S61, mail transmission / reception unit 81), it displays this (S62, display unit 82), and the authority delegation operation is performed. It is determined whether or not it has been received (S63, operation unit 83). Here, when the authority delegation operation is not performed (S63: No), the administrator who has received the approval request mail M goes to the installation location of the receipt printer 2 and performs the unlocking operation (S64). The unlocking operation is performed by approval by infrared communication or short-range wireless communication using the mobile phone 8. That is, after confirming that the receipt printer 2 is the mobile phone 8 that is the destination of the approval request mail M, the receipt printer 2 releases the lock (the lock release unit 24).

  On the other hand, when the authority delegation operation is performed (S63: Yes), an unlock instruction mail is transmitted to the authority delegator (S65, mail transmission / reception unit 81). At this time, an authority delegator may be selected from a plurality of candidates. Further, when the lock release instruction mail is transmitted, the store monitoring system SY1 is notified of the fact that authority has been delegated and the authority delegator (the cellular phone ID of the authority delegator) (S66, mail transmission / reception unit 81). The delegator who has received the unlock instruction mail goes to the installation location of the receipt printer 2 and approves (verifies the mobile phone ID) using his / her mobile phone 8 and then activates the unlock mechanism of the receipt printer 2. Use to unlock.

  Thereafter, the cellular phone 8 that has transmitted the unlock instruction mail receives an e-mail (unlock report mail) indicating that the unlock has been performed from the store monitoring system SY1 (S67, mail transmission / reception unit 81), and displays this. (S68, display unit 82). Thereafter, the confirmation operation of the unlock report mail is performed (S69, operation unit 83), and the series of processing ends.

  Note that the lock release report mail may be transmitted not from the store monitoring system SY1 but from the mobile phone 8 of the authority delegator. In addition, the authority delegator may be able to transmit a lock release instruction mail to the cellular phone 8 of another authority delegator.

  As described above, according to the first embodiment of the present invention, the administrator can issue a transaction permission instruction using the mobile phone 8 when the level of the operator or the type of exception processing satisfies a predetermined condition. Therefore, troublesomeness such as going to the place where the POS terminal 1 is installed can be eliminated. Further, it is not necessary to always allow exception transactions with the administrator authority, so that the exception transaction restriction function can be utilized and the effect of preventing fraud can be maintained.

  Also, the approval request workflow can be varied according to the level of the operator and the type of exception handling. This makes it possible, for example, to have a complex workflow for operators with low proficiency levels or types with high possibility of fraud, and simple workflows for other types of operators. An approval request can be efficiently made according to the possibility of fraud. In addition, the destination of the workflow can be changed according to the level of the operator and the type of exception processing. This means, for example, that exception handling with high importance and operator proficiency are low, the mobile communication terminal of an administrator with high authority is the destination, and if not, the administrator of an administrator with no high authority Approval requests can be made to an appropriate partner according to the level of proficiency of the operator and the importance of exception handling, such as destined for the mobile communication terminal.

  Further, depending on the selected workflow, captured images around the cashier counter 10 can be transmitted to the manager's mobile phone 8 in real time. As a result, the administrator can check the situation in which exception handling is performed, estimate the possibility of fraud, and can appropriately determine whether or not to permit the transaction based on the result. Furthermore, depending on the selected workflow, a call can be made between the administrator's mobile phone 8 and the operator's headset 4. Thereby, the administrator can guess the possibility of fraud from the conversation with the operator who is performing exception handling.

  In the above embodiment, the “exception processing management device” of the present invention is configured by the receipt printer 2, the monitoring camera 3, the headset 4, and the store management server 5. However, as shown in FIG. 5 may be omitted. In this case, the receipt printer 2 includes the respective units of the store management server 5 shown in FIG.

  Further, in the above embodiment, the imaging result of the monitoring camera 3 is transmitted to the store management server 5 via the receipt printer 2, but it may be configured to transmit directly from the monitoring camera 3 to the store management server 5. . Moreover, you may implement | achieve each part of the shop management server 5 with a POS system or a WWW server.

  In the above embodiment, the transaction is locked at the start of the exception process. However, the exception process lock unit 23 always locks the exception transaction, and the POS terminal 1 or the receipt printer 2 When the operator performs a predetermined operation for requesting the unlocking, the approval request transmission unit 53 may transmit the approval request mail M.

  In the above embodiment, the exception process lock unit 23 locks all exception processes at the start of the transaction. However, the exception process lock unit 23 performs lock control for each exception process type. It may be possible to set whether or not. That is, only the exception processing type set as the target of lock control is locked when the exception transaction is started. Also, the user may be able to set the type of exception processing that is subject to lock control or the type of exception processing that is not subject to lock control.

  In the above embodiment, the workflow and the destination of the mobile phone 8 are selected according to the type of exception processing and the level of the operator. However, even if the destination of the mobile phone 8 is defined in each workflow. good. In this case, the approval request transmission unit 53 transmits the workflow (approval request mail M) to a destination defined in the selected workflow.

  Further, in the above embodiment, the destination of the approval request mail M is only one mobile phone 8, but a plurality of mobile phones 8 may be the destination. In this case, when the transaction permission command can be received from at least one of the plurality of mobile phones 8, the lock may be released, or when the transaction permission command can be received from all of the plurality of mobile phones 8. The lock may be released.

  In the above-described embodiment, the approval request transmission unit 53 transmits an approval request using an e-mail. However, the approval request is transmitted using other means such as a Web application (circulates the workflow). You may do it.

  In the above embodiment, the transaction permission instruction is performed using the mobile phone 8. However, other mobile communication terminals such as a PHS (Personal Handyphone System), a small personal computer with a communication function, and a PDA (Personal Digital Assistant) are used. It may be used.

[Second Embodiment]
Next, a second embodiment of the present invention will be described with reference to FIGS. In the first embodiment described above, the exception transaction is unlocked by receiving a transaction permission command from the administrator. However, in the present embodiment, depending on the number of salesclerks around the cashier counter 10 and the like. The difference is that the exception transaction is unlocked. Thus, differences from the first embodiment will be mainly described. In the present embodiment, the same components as those in the first embodiment are denoted by the same reference numerals, and detailed description thereof is omitted. Moreover, the modification applied about the component similar to 1st Embodiment is applied similarly about this embodiment.

  FIG. 9 is a system configuration diagram of the store monitoring system SY2 according to the second embodiment. As shown in the figure, a store monitoring system SY2 according to this embodiment includes a POS terminal 1 that performs accounting processing, a receipt printer 2 that issues a receipt R, an RFID (Radio Frequency Identification) reader 7 that reads a store clerk ID, , Is configured. The POS terminal 1 and the receipt printer 2, and the receipt printer 2 and the RFID reader 7 are connected by a serial interface. The POS terminal 1, the receipt printer 2, and the RFID reader 7 are installed on the cashier counter 10. The “exception processing management device” in the claims is realized by the receipt printer 2 among the above components.

  The RFID reader 7 performs short-range wireless communication with a clerk card 90 (near-field wireless communication medium) possessed by the clerk and reads the clerk ID from the clerk card 90. The clerk card 90 incorporates an RFID, and has a clerk ID storage unit 91 (IC chip) in which a clerk ID is recorded, and a wireless communication unit 92 (antenna) for wirelessly communicating with the RFID reader 7. ing. In the present embodiment, it is assumed that all the salesclerks present in the store have the salesclerk card 90.

  Next, the functional configuration of the store monitoring system SY2 will be described with reference to FIG. The POS terminal 1 has an accounting processing unit 11 as a main functional configuration. As in the first embodiment, the accounting processing unit 11 executes accounting processing including checkout processing and exception processing, and outputs the processing results to the receipt printer 2 as accounting information.

  The RFID reader 7 has a reading unit 71 as a main functional configuration. The reading unit 71 reads the clerk ID recorded on the clerk card 90 by short-range wireless communication.

  On the other hand, the receipt printer 2 includes a transaction information acquisition unit 21, an exception processing lock unit 23, an unlock unit 24, a clerk detection unit 27, and a printing unit 26 as main functional configurations. The accounting information acquisition unit 21 acquires accounting information from the POS terminal 1 (accounting processing unit 11).

  The exception processing lock unit 23 of the present embodiment locks the exception transaction by the accounting processing unit 11 during normal times. Specifically, the hook driver installed in the POS terminal 1 is controlled so as to prohibit exception transactions. In addition, it is preferable that the hook driver applied to this embodiment prohibits exception transaction by invalidating operation of the predetermined key for starting exception transaction.

  The lock release unit 24 releases the lock by the exception processing lock unit 23 based on the detection result of the store clerk detection unit 27 described later. That is, a command for validating the operation of the predetermined key is issued to the hook driver in the POS terminal 1.

  The clerk detection unit 27 detects the presence of a clerk around the cashier counter 10 based on the reading result of the RFID reader 7 (reading unit 71). That is, the number of clerk cards 90 that can be read is detected within the readable range of the RFID reader 7 (= around the cashier counter 10). At the same time, the clerk ID recorded on the readable clerk card 90 is detected. The lock release unit 24 releases the lock when the clerk detection unit 27 detects the presence of N or more (where N ≧ 2) clerk. Note that it is preferable that the value of N can be changed as appropriate by using an operation unit (not shown) provided in the receipt printer 2 or an external device.

  Similar to the first embodiment, the printing unit 26 prints the transaction information acquired by the transaction information acquisition unit 21 on a receipt sheet and issues a receipt R.

  Next, a basic example of the exception handling management method according to the second embodiment will be described with reference to the flowchart of FIG. In this flowchart, it is assumed that N = 2. As described above, the receipt printer 2 normally locks exception transactions (S71, exception processing lock unit 23). In addition, when a store clerk ID is detected at a predetermined timing or periodically (S72, store clerk detection unit 27) and a plurality of IDs are detected (S73: Yes), a plurality of store clerks exist around the cashier counter 10. As a result, the lock is released (S74, lock release unit 24). If the number of detected IDs is 1 or less (S73: No), the process returns to S72, and the detection of the clerk ID is repeated.

  Thus, in the basic example of the exception handling management method according to the present embodiment, the exception transaction is locked when the number of shop assistants existing around the cashier counter 10 is one or less. Generally, fraudulent actions associated with exception handling are performed when there is only one store clerk (operator) around the cashier counter 10. For this reason, when there are a plurality of salesclerks, it is considered that the possibility of cheating is low. Therefore, it is possible to lock the exception transaction in the normal state and release the transaction lock for the exception processing only when there are a plurality of shop assistants around the cashier counter 10 without any trouble of the administrator or the operator. , Cheating can be prevented efficiently and effectively.

  In the above basic example, the number of salesclerks present around the cashier counter 10 is determined by detecting the salesclerk ID. However, the number of salesclerks may be determined simply based on whether or not the salesclerk card 90 is detected. good. In this case, a different clerk ID need not be recorded for each clerk card 90, and each clerk may have a medium such as a clerk card that can simply prove that the clerk is a clerk. According to this configuration, it is possible to more easily determine the number of shop assistants present around the cashier counter 10.

  Subsequently, an application example of the exception handling management method will be described with reference to FIGS. In this application example, it is assumed that the exception processing lock unit 23 can invalidate the transaction for each type of exception processing. That is, it is a premise that the hook driver installed in the POS terminal 1 can switch invalid / valid operation for each predetermined key corresponding to each type of exception processing.

  In the application example, the unlocking condition table T2 shown in FIG. 12 is stored in the receipt printer 2, and the unlocking unit 24 refers to the unlocking condition table T2 to determine whether or not the unlocking is possible. Specifically, among the N or more shop assistants around the cashier counter 10, if the shop assistant IDs of M or more (however, 1 ≦ M ≦ N) satisfy the predetermined ID condition, the lock can be released. judge. First, the unlock condition table T2 will be described.

  As shown in FIG. 12, the unlock condition table T2 associates the exception processing type, the operator level, and the unlock condition, and the detection result of the clerk detection unit 27 indicates the unlock condition. If the condition is satisfied, it is determined that the corresponding exception processing type can be unlocked. In this example, the level of the operator is determined by the lock release unit 24. The determination method is performed based on the operator ID included in the transaction information as shown in the first embodiment.

  The unlocking condition includes the number of shop assistants around the cashier counter 10 (value of N), the number of shop assistants satisfying the ID condition (value of M), and the ID condition. The ID condition is the authority of the clerk identified from the clerk ID, and indicates “being a chief manager”, “being a sub-manager or more”, and the like. For example, in the case of “N value: 3”, “M value: 1”, and “ID condition: chief manager”, there are at least three shop assistants around the cashier counter 10, and at least one of them is the chief manager. Is the unlocking condition.

  Therefore, in the case of the example shown in the figure, even if the level of the operator who operates the POS 1 terminal is “level 1” having the lowest level of proficiency and reliability, there are at least three store clerks around the cashier counter 10. If it exists and at least one of them is the chief manager, exception trading is possible for all types. In addition, in the case where “operator level: level 1” is present and there are two shop assistants around the cashier counter 10 and only one of them is the chief manager, the exception processing types “cancellation processing” and “cancellation processing” ”And“ Return processing ”are not satisfied, so that exception transactions cannot be made for these types, and exception transactions can be made for other types. Furthermore, if the level of the operator is “Level 3”, which has the highest level of proficiency and reliability, there are two shop assistants around the cashier counter 10, and if at least one of them is a sub-manager or more, all Exceptional transactions are possible for types.

  The unlock condition table T2 can be changed as appropriate using an operation unit (not shown) provided in the receipt printer 2 or an external device. That is, the exception processing type classification, operator level classification, N value, M value, and ID conditions can be set arbitrarily.

  Whether or not the clerk ID detected by the clerk detection unit 27 satisfies the ID condition of the unlock condition table T2 is stored in the receipt printer 2 in advance in a table (not shown) in which the clerk ID is associated with the authority. In addition, it is possible to determine whether or not the authority corresponding to the detected clerk ID satisfies the ID condition of the unlock condition table T2. In addition, the number of digits of the ID and the last one digit may be defined according to the authority, and the authority of the clerk may be specified accordingly.

  Next, an application example of the exception handling management method according to the second embodiment will be described with reference to the flowchart of FIG. Similar to the basic example shown in FIG. 11, the receipt printer 2 normally locks all types of exception transactions (S81, exception processing lock unit 23). Further, the store clerk ID is detected at a predetermined timing or periodically (S82, store clerk detection unit 27), and the operator level is determined (S83, lock release unit 24). Then, referring to the unlock condition table T2, it is determined whether or not there is a type of exception processing that should be permitted (S84, lock release unit 24). If there is a type of exception processing that should be permitted (S84). : Yes), the exception transaction is unlocked for that type (S85, unlocking unit 24). If there is no exception processing type that should be permitted (S84: No), the process returns to S82, and S82 to S84 are repeated.

  Thus, in the application example of the exception handling management method according to the present embodiment, the unlock condition can be set according to the type of exception handling. As a result, it is possible to set a predetermined condition more severely for an exception processing type having a larger estimated damage amount and importance, and it is possible to efficiently prevent a great damage to a store. Further, since the unlocking condition can be set according to the level of the store clerk operating the POS terminal 1, damage to the store can be prevented more efficiently.

  As described above, according to the store monitoring system SY2 according to the second embodiment, when the situation of the clerk around the checkout counter 10 (the number of clerk and the authority of the clerk) satisfies the unlock condition, the transaction lock for the exception process is performed. Therefore, it is possible to effectively prevent fraud associated with exception processing without bothering the administrator or the operator.

  Further, since the clerk detection unit 27 reads the clerk card 90 using the RFID reader 7 (uses short-range wireless communication), the clerk ID can be accurately and easily detected.

  In the above embodiment, it is assumed that each clerk has the clerk card 90. However, instead of having the clerk card 90, the clerk card 90 is used by using a clip or a safety pin. You may make it attach to each store clerk. Moreover, you may use other forms of near field communication media, such as a tag form instead of a card form.

  In the above embodiment, the clerk ID is detected by performing short-range wireless communication. However, the clerk ID may be detected by performing biometric authentication of the clerk. Here, with reference to FIG. 14, it demonstrates easily as a modification of store monitoring system SY2 which concerns on this embodiment.

  FIG. 14A is a system configuration diagram of the store monitoring system SY2 when face authentication is performed. In this case, the receipt printer 2 is connected to a monitoring camera 3 that captures an image around the register counter 10 through a serial interface. In the receipt printer 2, an imaging data analysis program 201 and a store clerk face feature amount database 202 are provided. The imaging data analysis program 201 analyzes the imaging data of the monitoring camera 3 and calculates a face feature amount. Specifically, the imaging data of the monitoring camera 3 is acquired, the difference between frames and the background difference are extracted, and the moving area is detected from the extraction result. In addition, face detection is performed from the detected moving area, the image of the face portion is normalized, and a face feature amount is calculated. Further, in the store clerk face feature amount database 202, a face feature amount calculated in advance from a store clerk face photo and the like and a store clerk ID are stored in association with each other. As a result, the receipt printer 2 (the clerk detection unit 27) can calculate the facial feature amount from the monitoring result of the surveillance camera 3, and can search the clerk face feature amount database 202 for the clerk ID of the clerk that matches the facial feature amount. It becomes.

  FIG. 14B is a system configuration diagram of the store monitoring system SY2 when voice authentication is performed. In this case, the receipt printer 2 is connected to the microphone 9 that acquires sound around the cashier counter 10 by a serial interface. In the receipt printer 2, an audio data analysis program 211 and a clerk voiceprint database 212 are provided. The audio data analysis program 211 analyzes the audio signal acquired by the microphone 9 and extracts a voiceprint. In the clerk voice print database 212, a voice print previously extracted from the clerk's voice is stored in association with the clerk ID. As a result, the receipt printer 2 (the clerk detection unit 27) can extract a voice print from the voice acquisition result of the microphone 9 and search the clerk voice print database 212 for the clerk ID of the clerk that matches the voice print.

  As described above, according to the modified example of the store monitoring system SY2 according to the present embodiment, an individual can be reliably identified by using biometric authentication technology. As biometric information for performing biometric authentication, it is preferable to use a fingerprint, a palm shape, a retina, an iris, a blood vessel (vein pattern), an ear shape, etc. in addition to the face and voice (voice print). As described above, by using the physical feature (static information), it is not necessary to monitor the behavior, and an individual can be easily specified.

  In the second embodiment, the exception processing lock unit 23 normally locks the exception transaction by the accounting processing unit 11. However, as in the first embodiment, the exception processing transaction starts. When detected, the exceptional transaction may be locked.

  In the second embodiment, the lock release unit 24 determines the operator level based on the operator ID included in the transaction information. The lock release unit 24 determines the operator level based on the detection result of the RFID reader 7. You may do it. In this case, the RFID reader 7 needs to detect (with directivity) the operator operating the POS terminal 1 and other store clerk separately. Or it is good also as a structure provided with several reader | leaders, such as those for operators and other clerk.

  Further, when the exception processing management method of the second embodiment and the exception processing management method of the first embodiment are combined, the detection result of the clerk ID around the cashier counter 10 satisfies the unlock condition, and the mobile phone When the transaction permission command is received from 8 (administrator), the exception transaction may be unlocked. Further, as a combination based on the or condition rather than the combination based on the or condition, the detection result of the clerk ID around the cashier counter 10 satisfies the unlock condition or receives a transaction permission command from the mobile phone 8 as a condition. The exception transaction may be unlocked.

  In the second embodiment, the receipt printer 2 constitutes the “exception processing management device” of the present invention. However, a part or all of the components of the receipt printer 2 excluding the printing unit 26 are used in the first embodiment. It is good also as a structure implement | achieved by the shop management server 5 shown in 1 embodiment.

  As described above, according to the first embodiment and the second embodiment, as a method for canceling the restriction on the exception transaction, an approval request using the mobile phone 8 and a store clerk ID around the checkout counter 10 are detected. There is no need to rely on exception transaction restriction methods (function restriction by cash register key, function button layout by login ID discrimination, etc.). This eliminates the need for the administrator to insert a cashier key to cancel restrictions or log in to enable exceptional transactions, thereby preventing illegal acts effectively and efficiently.

  In addition, it is possible to provide each step of the exception processing management method (the flowchart shown in each said embodiment) of store monitoring system SY1, SY2 which concerns on each said embodiment as a program. Further, the program can be provided by being stored in various recording media (CD-ROM, flash memory, etc.). That is, a program for causing a computer to function as each component of the store monitoring system SY1, SY2, and a recording medium on which the program is recorded are also included in the scope of rights of the present invention.

  In each of the above embodiments, the “exception processing management device” according to the present invention is realized by the receipt printer 2 or the store management server 5, but may be realized by other electronic devices. Moreover, you may use for uses other than fraud detection of a shop assistant or a customer. In addition, regardless of the above-described embodiments, the apparatus configuration and processing steps of the store monitoring systems SY1 and SY2 can be appropriately changed without departing from the gist of the present invention.

  DESCRIPTION OF SYMBOLS 1 ... POS terminal 2 ... Receipt printer 3 ... Surveillance camera 4 ... Headset 5 ... Store management server 6 ... In-store LAN 7 ... RFID reader 8 ... Mobile phone 9 ... Microphone 10 ... Cash register 102 ... Confirmation icon 103 ... Call icon 104 ... Transaction permission icon 105 ... End icon 201 ... Imaging data analysis program 202 ... Clerk face feature database 211 ... Voice data analysis program 212 ... Clerk voiceprint database M ... Approval request mail NT ... External network R ... Receipts SY1, SY2 ... Store monitoring system T1 ... Workflow table T2 ... Unlock condition table

Claims (13)

An exception handling lock that locks the transaction of exception handling by the accounting department;
An approval request transmitting unit for transmitting an approval request for obtaining a transaction approval of the exception processing to a predetermined mobile communication terminal;
From the predetermined mobile communication terminal, a transaction permission command receiving unit that receives a transaction permission command for the exception processing for the approval request;
An exception handling management device comprising: a lock releasing unit that releases the lock by the exception handling lock unit upon receipt of the transaction permission instruction. A workflow storage unit for storing a plurality of approval request workflows;
The approval request transmitting unit selects and transmits a workflow according to the level of a salesclerk operating the accounting processing unit from a plurality of workflows stored in the workflow storage unit. The exception handling management device according to claim 1. A transaction start detection unit for detecting the transaction start of the exception processing by the accounting processing unit;
The exception processing management device according to claim 2, wherein the exception process lock unit and the approval request transmission unit function when the transaction start detection unit detects a transaction start of the exception process. The transaction start detection unit determines the type of the exception processing that has been started,
4. The exception according to claim 3, wherein the approval request transmission unit selects and transmits a workflow corresponding to the type of the exception processing from a plurality of workflows stored in the workflow storage unit. Processing management device. A destination storage unit for storing a plurality of destinations of the mobile communication terminal;
The approval request transmission unit selects and selects one or more destinations from the destination storage unit according to at least one of a level of a salesclerk operating the accounting processing unit and the type of exception processing The exception processing management apparatus according to claim 4, wherein the selected workflow is transmitted to a destination. An imaging unit for imaging around a cashier counter where the accounting processing unit is installed;
The exception processing management apparatus according to claim 1, further comprising: a video transmission unit that transmits, in real time, a video image captured by the imaging unit to the predetermined mobile communication terminal.   7. The communication device according to claim 1, further comprising a call unit for making a call between a store clerk operating the accounting processing unit and the predetermined mobile communication terminal. The exception handling management device described.   8. The exception handling management apparatus according to claim 1, further comprising a printing unit that prints accounting information, which is a result of accounting processing by the accounting processing unit, on receipt paper. A method for controlling an exception handling management device that includes an accounting processing unit inside or outside and can communicate with a predetermined mobile communication terminal,
The exception handling device is
An exception handling lock step for locking an exception handling transaction by the accounting processing unit;
An approval request transmission step for transmitting an approval request for obtaining transaction approval for the exception processing to the predetermined mobile communication terminal;
A transaction permission command receiving step for receiving a transaction permission command for the exception process for the approval request from the predetermined mobile communication terminal;
A control method for an exception handling management device, comprising: performing a lock release step of releasing the lock in response to reception of the transaction permission command. The exception handling management device further includes a workflow storage unit that stores a plurality of workflows of the approval request,
In the approval request transmission step, a workflow corresponding to the level of a salesclerk operating the accounting processing unit is selected from a plurality of workflows stored in the workflow storage unit and transmitted. The control method of the exception handling management apparatus according to claim 9. The exception handling device is
Further executing a transaction start detection step of detecting the transaction start of the exception processing by the accounting processing unit,
The control of the exception processing management device according to claim 10, wherein the exception processing lock step and the approval request transmission step are executed when the transaction start of the exception processing is detected in the transaction start detection step. Method. In the transaction start detection step, the type of the exception handling that has been started is determined,
12. The exception according to claim 11, wherein, in the approval request transmission step, a workflow corresponding to the type of the exception process is selected from a plurality of workflows stored in the workflow storage unit and transmitted. Control method of processing management device.   A program for causing a computer to execute each step in the method for controlling an exception handling management device according to any one of claims 9 to 12.

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