JP5563497B2 - ATM with police support function - Google Patents

Description

The present invention relates to an attendant process in an ATM police service, and particularly to a support process thereof.
In addition, the police are operations for safely transporting important items such as cash and securities from a designated place to a designated place. In Japan, a major shipping company is a major police company, and is commissioned by banks and other financial institutions to collect and replenish ATM cash.

  Conventionally, an attendant process in an ATM police service is performed as follows. For this conventional process, reference is made to FIGS.

(1) In general, a policeman who conducts a police service departs from a police station in the morning by a transport vehicle, and returns to the base by the evening while visiting the ATM stores on the planned route of the day.
(2) In addition to collecting and replenishing ATM cash, the security officer performs the following ATM management operations at the store.
-Replenish and exchange receipts.
-Collect the customer's forgotten card.
-Brochure supplement / exchange, poster replacement, etc.
-The work contents of the unit to be performed at each store are described in the instruction sheet and check list (paper) handed to the policeman on the morning of the day.
(3) Each ATM has an intercom connected to the operation management center that manages the police operation, and the policeman can ask the operation operator for an instruction to be performed at the telephone port.
(4) The security guard inserts the clerk key into the ATM, switches the ATM to the clerk mode, and uses the touch panel or the clerk operation panel to operate the management work according to the instructions.

  These operations will be described with reference to FIGS. 19 to 23 and specific examples.

(1) When trouble occurs In FIG. 19, when trouble occurs, a trouble is notified from the ATM side (40), and an operator 41 gives an instruction to the guard 42 by telephone. The operator 41 inputs a warning reception (43). The security guard temporarily stores the red envelope (bank cash), the blue envelope (customer cash) and the card in the ATM device. Here, the security guard is a bank security officer, and the security guard is a staff dispatched from the security company for ATM security business processing.
(2) Entering the guard member As shown in FIG. 20, when the guard member is dispatched and the guard member enters the store, the operator calls the operator 53 (50), and the operator confirms the reception of the guard and updates the management form. An instruction such as “number of envelopes, number, number of collected cards” is given to the police officer by telephone (52).
The policeman exchanges cassettes and takes back the collected items.
(3) Recovered money calculation The amount information of the store where the policeman has exchanged the cassette is notified to the police company (FIG. 21), but since the end status of the police is not systematically understood, as shown in FIG. In addition, the collected money team repeats the check of cash information many times a day.
And the collection | recovery money team has corrected the police time and cash information by manual input each time (FIG. 23).

The attendant processing in the conventional ATM police business has the following problems.
(1) Because the policeman performs the police work based on the instructions created based on the information from the previous day or the morning of the day, some of the work contents described in the instructions are changed when the store arrives. There may be.
For example, the following cases are given.
-The number of forgotten cards to collect increased. (Example: Instruction sheet: 2 sheets, upon arrival at the store: 3 sheets)
-One of the forgotten cards to be collected was no longer required for collection because the customer contacted the store to pick up the card directly.
-Banknotes jammed and crumpled before arrival of the policeman were placed in a special collection envelope (referred to as encapsulated money) and placed in a storage location within the ATM.

(2) As mentioned above, there will always be a gap between the instructions for bringing the guards and the actual work content. Therefore, after entering the store, the guards must contact the operation management center using the intercom provided with the equipment. The problem is avoided by asking for instructions from the operator (see 50 in FIG. 20).
For this reason, in order to respond to intercom calls from a policeman, the operation management center needs to be equipped with telephone line facilities and operators in accordance with the peak hours, which is costly.
If the number of operators is not enough, the security guard will be waiting on the intercom and the number of stores that can be visited in one day will be reduced.

(3) The guard's entry / exit times and operation records were written on paper by the operator who answered the phone. There were many omissions and errors in the paper at that time, and a lot of time and labor were spent on paperwork for correction (see FIGS. 19 and 20).

(4) In the “clerk mode” menu used when the policeman operates the ATM, buttons of all the clerk operation functions provided in the ATM are displayed. The policeman follows the instructions and selects a button to perform the guarding work. However, since the items to be operated differ depending on the store, if the mistake occurs due to a mistake in pressing or forgetting the operation, the policeman himself is not readily aware. Therefore, after the work is completed, the operation management center is contacted by the intercom, and the operator interviews the work result from the policeman to suppress mistakes.

  As a result, the time required for the policeman and the operator to talk on the intercom becomes longer, and in order to increase work reliability, the number of telephone lines and operators is required, giving priority to costs and reducing the number of operators. And there is a problem that the number of shops where the policeman goes around in one day is reduced.

JP 2009-289130 A Japanese Patent No. 4108993

  An object of the present invention is to solve the above-mentioned drawbacks of the clerk processing in the conventional ATM police business and to solve the following problems.

(1) A mechanism capable of notifying the ATM of the latest instruction of each store to a policeman without calling is added. Realize shortening of call time between policeman and operator.
(2) A mechanism for preventing an operation error in the attendant mode is added to the ATM, and the call time between the policeman and the operator is shortened.

  In order to achieve the above object, the staff processing in the ATM security service according to the present invention has the following requirements.

(1) A center computer is provided in the operation management center, and a warning plan is updated in real time in a database of the computer. The update information is as follows, for example.
-Card information for collection (new / update / delete / reference)
-Information on deposits to be collected (new / update / delete / reference)
(2) When the security officer starts ATM in the staff mode, the ATM program refers to the database of the center computer of the operation management center and acquires the latest content of the security plan.
(3) When the policeman operates in the ATM staff mode, the program guides and supports the policeman according to the latest police plan.
(4) Buttons displayed in the clerk mode are not all functions provided in the ATM, but display and control only the buttons necessary for the security plan for each store by referring to the database.
(5) If all buttons displayed in the clerk mode are not executed, control is performed so that the policeman cannot leave the store. This prevents forgetting to operate.
(6) The records of entering, leaving, and operation of the security guard are not automatically stored in paper, but are automatically stored in the database of the center computer of the operation management center by a computer program.

  That is, the security service support system of the present invention is a security service support system in which a plurality of ATMs and an operation management center for support of the security service are connected via a network. In the database of the center computer of the management center, the police plan including the card information to be collected and the deposit information to be collected is updated in real time, and the police plan is displayed on the screen in real time in the ATM. To do.

Furthermore, the ATM is provided with a key to be activated in the clerk mode, and when activated in the clerk mode with the key, the ATM program refers to the database of the center computer of the operation management center to obtain the latest security plan contents, According to the latest police plan, guide / support the police work, or the buttons displayed in the staff mode refer to the database and display / control only the buttons necessary for the police plan for each store. And
Still further, the buttons displayed in the clerk mode are controlled so that the policeman cannot leave the store unless all the buttons are executed.

If the ATM with a security service support function of the present invention is used, the following effects are produced.
(1) When a policeman collects money from an ATM, the latest information (card to be collected, encapsulated money) can be provided, and mistakes in collection can be prevented.
(2) It is no longer necessary to fill in papers for entering, leaving, and operating records of guards, thus preventing errors.
(3) Calls between the policeman and the operator of the operation management center are reduced.

It is a conceptual diagram of the attendant process (process procedure at the time of trouble occurrence) in the ATM security work of the present invention. It is a conceptual diagram of the attendant processing (processing procedure after a normal store entrance) in the ATM security work of the present invention. It is a conceptual diagram of the attendant process (recovery money calculation processing procedure) in the ATM security work of the present invention. It is a flowchart of the security request process in the ATM security service of the present invention. It is a flowchart of the failure process in the ATM security work of the present invention. It is a flowchart after entering a policeman in the ATM police business of the present invention. It is a flowchart of the enclosure money collection | recovery process in the ATM security work of this invention. It is a flowchart of the collection | recovery card collection process in the ATM security work of this invention. It is a flowchart of the incidental work in the ATM security work of the present invention. It is a flowchart of the withdrawal cassette loading / collection cassette exchange process in the ATM security business of the present invention. It is a flowchart at the time of leaving a store in the ATM police business of the present invention. It is a figure which shows the system configuration | structure used for the ATM security work of this invention. It is a figure which shows the example of the "security plan master table" used for the police business of ATM of this invention. It is a figure which shows the example of the "loading number master table" used for the ATM security work of this invention. It is a figure which shows the example of the "enclosure money management table" used for the police business of ATM of this invention. It is a figure which shows the example of the "collection card management table" used for the ATM security work of this invention. It is a figure which shows the example of a message | telegram of "ATM-> center computer (request)" used for the ATM security work of this invention. It is a figure which shows the example of a message | telegram of "center computer-> ATM (response)" used for the ATM security work of this invention. It is a conceptual diagram of the attendant process (process procedure at the time of trouble occurrence) in the conventional ATM security work. It is a conceptual diagram of the attendant process (processing procedure after entering a policeman) in the conventional ATM police business. It is a conceptual diagram of the attendant process (recovery money calculation process procedure 1) in the conventional ATM police business. It is a conceptual diagram of the attendant process (recovery money calculation process procedure 2) in the conventional ATM police business. It is a conceptual diagram of the attendant process (recovery money calculation process procedure 3) in the conventional ATM police business.

  Hereinafter, various processes of the ATM with a security service support function according to the present invention will be described in detail with reference to FIGS.

  FIG. 1 is a conceptual diagram of clerk processing (procedure when trouble occurs) in the ATM police business of the present invention, and FIG. 2 is a clerk process (normal processing procedure after entering the store) in the ATM police business of the present invention. The conceptual diagram of is shown. Moreover, FIG. 3 shows the conceptual diagram of the clerk process (recovery money calculation processing procedure) in the ATM security work of the present invention.

  FIG. 12 is a diagram showing a network configuration of the ATM maintenance management system. The ATM maintenance management system is a maintenance management system for maintenance management of an ATM (Automated Teller Machine) 1, and is a bank business processing system in which ATM 1 is communicably connected to the bank host 2. It is configured independently.

  The ATM 1 is a terminal device that provides services to a customer such as a customer account balance inquiry, depositing into a customer account, and withdrawal from a customer account. The operation management center 3 includes a management device (maintenance management device) that monitors the operating state of the ATM and manages information for maintaining the ATM (automatic transaction device). A CE (Customer Engineer) center (not shown) is a base for performing maintenance management of an ATM (automatic transaction apparatus) 1, and a CE center is provided for each predetermined area. The CE center also includes a management device that communicates information for maintenance management with the operation management center 3. The operation management center 3 may have a maintenance management base function instead of the CE center.

  Each branch of each bank has an ATM in the store. Each ATM 1 is communicably connected to the operation management center 3 via the network 11. The ATM is not limited to being installed in a bank store, but is installed outside the store (for example, indoors such as government offices, stations, shopping malls, or outdoors such as parking lots of these facilities). It may be provided as.

  Each ATM (automatic transaction apparatus) constitutes a bank business processing system that is communicably connected to a bank host via a network, in addition to the above-described maintenance management system configuration.

  Each CE (Customer Engineer) center is communicably connected to the operation management center 3 via a network. Each ATM can be uniquely specified by a machine number (unique identification information). The machine number is managed in association with a branch number (information that can specify an ATM management area including a financial institution number). Therefore, the operation management center can specify the ATM (automatic transaction apparatus) by the machine number and the management area by the branch number.

1 to 3 will be described in comparison with FIGS. 19 to 20 of the operation of the conventional system.
(1) When trouble occurs (Figure 1)
In FIG. 1, when a trouble occurs, the trouble is notified from the ATM to the remote monitoring control device that processes the trouble of the ATM (10), and the operator 11 gives an instruction to the guard 12 by telephone. Further, the operator 11 inputs the latest security information to the center computer (13). The ATM security guard temporarily stores the red envelope (bank cash), the blue envelope (customer cash) and the card in the ATM device as before.

(2) Security guard entering the store (Figure 2)
When a security officer is dispatched and enters the store, the ATM enters the store entry information (22) from the ATM to the center computer. Next, the latest information necessary for the security service such as the number of envelopes, the number, the number of collected cards, etc. is obtained from the center computer (22), and the security service is performed while being displayed on the ATM screen.

  The policeman updates data such as “number of envelopes, number, number of collected cards” of the center computer at the ATM terminal. The policeman exchanges cassettes and takes back the collected items.

  This processing is conventionally performed by “calling the operator (50), the operator confirming the reception of the alarm (53), and issuing an instruction to the security officer by the telephone (52). This is different from “renewing record such as“ number of collected cards ”” (FIG. 20).

(3) Recovered money calculation (Figure 3)
A policeman's withdrawal notice (24) is also input to the ATM terminal, and the information on the amount of the store where the cassette has been exchanged is notified to the police company via the center computer. Therefore, the police company can grasp in real time the history of the police on the day by looking at the history at the center computer.

  The collected money information is also input from the ATM terminal to the center computer via the collected money application, and the enclosed money / RJ card / table 26 is displayed on the collected money application. 27 as a list.

  Since the collected money team can refer to the latest collected money table in real time at any time, the completion status of the police is not known systematically as in the prior art. Therefore, in the case of FIG. This eliminates the inconvenience of conventional systems, such as repeating the process many times a day.

  The details of the exchange between the ATM and the center computer will be described below with reference to FIGS.

  FIG. 4 shows a flowchart of a police plan when the ATM with which the remaining amount of cash is low or the cash that is about to overflow is confirmed by a remote monitoring control device and a police plan is drafted.

(1) First, it is determined to perform cash replenishment collection of ATM (S101).
(2) Next, a security request form for the security company is created (S102).
The following items will be entered in the police request form.
-Police base identification number-ATM identification number-Police plan date-Police request type-Police work type-Ten thousand ticket loaded number, thousand ticket loaded number (3) Next, a police request form to the police company is sent.
At the same time, the contents of the request are uploaded to the security plan master table 104 and the loaded number master table 105 of the center computer (S103).
(4) At the police company, the policeman will have a cash cassette on the requested date and will be dispatched.

FIG. 5 shows a flowchart of failure processing that occurs during ATM operation.
A failure that occurs during ATM operation is notified to the remote monitoring and control device, and an operator who clears the failure and restores it is on standby for 24 hours at the operation management center.

(1) First, there is a failure notification from the ATM to the remote monitoring control device (S201).
The contents are, for example, the following states.
・ Banknote jam disorder, forgetting to remove card, etc.
In this case, the ATM enters a dormant state.
(2) Request security guard dispatch (S202).
(3) A guard arrives and opens the door of the device to check the inside (S203).
The work is, for example, the following work.
-Removal of paper jams-Confirmation of cards (4) After work, the security guard contacts the operation management center by telephone (S204).
The report items are as follows.
-Number of denominated banknotes by type-Type of collected cards and account number, etc. (5) The operator of the operation management center uses the contents received from the security guard as the inclusion money management table 206 of the center computer, the collection card management table Upload to 207 (S205).
(6) Thereafter, the operator of the operation management center notifies the security guard of the result of assigning the envelope number, and fills in the envelope (S208).
(7) Finally, the security guard stores the enclosed money in the enclosed money storage unit and the card in the card storage unit, and leaves the store (S209).

  FIG. 6 shows a specific flowchart of information processing between the ATM and the center computer after entering the guard.

(1) Upon receiving a request for police, a policeman is dispatched (S301).
(2) The security guard arrives at the entire ATM surface (S302).
(3) The policeman inserts the clerk key into the ATM and twists it. Since the clerk key is a switch, the ATM touch panel screen becomes a clerk-only screen triggered by a twisting operation (S303).
(4) Press the security button on the touch panel. At this time, the passcode input screen is displayed for the security officer authentication (S304).
(5) When the passcode is entered and matched on the touch panel, the process proceeds to the next step.
(6) Next, the policeman edits the message with the ATM identification number stored in the ATM storage device, creates a “entry notification request message”, and communicates with the center computer (S306).
(7) The center computer searches the security plan master table using the received “ATM identification number” as a key (S307).
(8) In the case of “There is a security plan today,” the security plan is being executed and the store entry time is recorded (S311).
In the case of “No security plan today”, a “entry notification response message (abnormal)” is transmitted to the ATM side. The ATM displays an error screen and returns to the staff-only screen in S303 (S310).
(9) Edit the key displayed on the security menu screen according to the security plan and respond (S313). “Store entry response message (normal)” is transmitted to the ATM side.
(10) The security guard displays the security menu screen on the touch panel on the ATM side (S314).

  As described above, the processing on the center computer side is automatically performed by the computer in accordance with the input processing of the ATM side policeman, so that no operator is required.

  FIG. 7 shows a specific flowchart of information processing between the ATM and the center computer of the encapsulated gold collection process.

(1) The security guard presses the “enclosure” button on the security menu screen displayed on the touch panel (S401).
(2) The number of the envelope stored in the ATM machine is input on the touch panel on a case-by-case basis (S402).
(3) After confirming on the confirmation screen, the entered number of envelopes and envelope number are edited, and an “enclosure money collection completion request message” is transmitted to the center computer (S403).
(4) The center computer side searches the enclosed money management table 405 using the received “ATM identification number” as a key (S404).
(5) When the input content matches the table, the collected envelope record is updated to “collected” (S407).
If the input content does not match the table, an “enclosed money collection completion response message (abnormal)” is transmitted to the ATM side. ATM displays an error screen and returns to the security menu screen (S406).
(6) Assume that the security plan has been collected in the security plan master table 410 (S409).
(7) Next, an “enclosure money collection completion request message (normal)” is transmitted to the ATM side, and a control signal “button display control = encapsulation button:“ completed ”” is sent.
Thereby, a warning menu screen is displayed on the touch panel on the ATM terminal (S411). Note that the encapsulated gold button is the same color as the background color because it has been executed.

  FIG. 8 shows a specific flowchart of information processing between the ATM of the collection card collection processing and the center computer.

(1) The policeman presses the “card collection” button on the security menu screen displayed on the touch panel (S501).
(2) Next, the number of cards stored in the ATM machine is input on the touch panel (S502).
(3) After confirmation on the confirmation screen, the number of input cards is edited, a “card collection completion request message” is created and transmitted to the center computer (S503).
(4) The center computer searches the collection card management table 505 using the received “ATM identification number” as a key (S504).
(5) When the input content matches the table, the record of the collected card is updated to “collected”, and the information is stored in the collected card management table 508 (S507).
If the input content does not match the table, a “card collection completion response message (abnormal)” is transmitted to the ATM side. The ATM displays an error screen and returns to the police menu screen (S506).
(6) It is assumed that the security plan has already been collected and the information is stored in the security plan master table 510 (S509).
(7) Next, a control signal of “collection card completion response message (normal)” and “button display control = card collection button:“ done ”” is sent to the ATM side, and the ATM terminal displays a warning menu screen on the touch panel. (S511). Since the card collection button has already been executed, it has the same color as the background color.

  FIG. 9 shows a specific flowchart of information processing between the ATM of the incidental work and the center computer.

(1) The policeman presses the “Attached Work” button on the security menu screen displayed on the touch panel (S601).
(2) Next, an “additional work input notification request message” is transmitted to the center computer (S602).
(3) The center computer side searches the incidental work management table 604 using the received “ATM identification number” as a key (S603).
(4) In the case of “with incidental work registration”, “an incidental work input notification response message (normal)” is transmitted to the ATM side.
In the case of “no incidental work registration”, “an incidental work input notification response message (abnormal)” is transmitted to the ATM side. In ATM, an error screen is displayed and the screen returns to the security menu screen (S605).
(5) The ATM side displays the responded “Attached Work Name” on the touch panel and waits for the “Yes” or “No” button to be pressed (S606).
(6) Next, an “additional work input notification request message” is transmitted to the center computer, and the center computer edits the next incident work (S607). The incidental work is edited one by one and responded.
(7) Next, it is detected whether or not “ancillary work is finished?”, And if “no”, the process returns to the above step (4) to perform the next incidental work and repeat this routine until the incidental work is completed.
(8) When all the incidental work is completed, the incidental work entered as “Yes” in response to the question “End of incidental work?” Is updated to “Completed” and stored in the incidental work management table 609 (S608). .
(9) Next, the warning plan is assumed to have been executed, and the information is stored in the warning plan master table 611.
(10) The control signal “Attached Work Input Notification Response Message (Normal)” and “Button Display Control = Attached Work Button:“ Done ”” is sent from the center computer to the ATM terminal side, and the ATM terminal side alerts the touch panel. A menu screen is displayed (S612). In addition, since the incidental work button has been executed, it has the same color as the background color.

  FIG. 10 shows a specific flowchart of information processing between the ATM for loading / withdrawing cassette loading / collecting cassette exchange and the center computer.

(1) The security officer presses the “cassette” button on the security menu screen displayed on the touch panel to replace the cassette (S701).
(2) A “message withdrawing cassette loaded / collected cassette exchange request message” is transmitted from the ATM side to the center computer (S702).
(3) On the center computer side, the security plan master table 704 is searched using the received “ATM identification number” as a key (S703).
(4) Next, a transaction completion amount counter is acquired from the financial institution host computer (S706). For example, it is as follows.
Deposit ○ 10,000 △ 1,000 yen Withdrawal ● 10,000 ▲ 1,000 yen (5) “Previous loading + deposit ○ 10,000 △ ¥ 1,000-withdrawal ● 10,000 ▲ 1000 yen + inclusion money” is the money collected by the policeman (S707).
(6) If they match, it is determined that the incidental work has been executed (S708).
This information is stored in the warning plan master table 709.
(7) “Cassette loading / replacement response message (normal)” and “button display control = cassette loading / replacement button:“ done ”” control signals are sent to the ATM side, and a warning menu screen is displayed on the ATM side touch panel. To do. Since the cassette button has already been executed, it becomes the same color as the background color (S710).

  FIG. 11 shows a specific flowchart of information processing between the ATM and the operation computer when the store is closed.

(1) The security officer presses the “leave” button on the security menu screen displayed on the touch panel (S801).
(2) A “store exit notification request message” is transmitted to the center computer (S802).
(3) The center computer side searches the police plan master table 804 using the received “ATM identification number” as a key (S803).
(4) If “Yes, all work has been completed?” Is checked and the answer is “Yes”, the police plan has been executed, and the store closing time is recorded (S805). This information is stored in the warning plan master table 806.
If “No work is finished?” Is checked and “No” is checked, a “Store exit notification response message (abnormal)” is transmitted to the ATM side. The ATM displays an error screen and returns to the police menu screen (S808).
(5) A “store exit notification response message (normal)” is transmitted to the ATM side, the clerk screen is redisplayed on the touch panel, and the guard returns the key to the original position and exits (S807).

13 to 16 show the file structure of the database of the center computer.
FIG. 13 shows an example of a “security plan master table” used in the ATM security service of the present invention.
FIG. 14 shows an example of a “loading number master table” used for the ATM security service of the present invention.
FIG. 15 shows an example of an “enclosure management table” used for the ATM security service of the present invention.
FIG. 16 shows an example of a “collection card management table” used for the ATM security service of the present invention.

FIG. 17 shows an example of a message “ATM → center computer (request)” used in the ATM security service of the present invention.
FIG. 18 shows a telegram example of “center computer → ATM (response)” used in the ATM security service of the present invention.

As described above, if the ATM with a security service support function of the present invention is used, the following effects are produced.
(1) When a policeman collects ATMs, the latest information (cards to be collected, enclosing money) can be provided, and collection errors can be prevented.
(2) It is no longer necessary to fill in papers for entering, leaving, and operating records of guards, thus preventing errors.
(3) Calls between the policeman and the operator of the operation management center are reduced.
With the conventional technology, a call of 10 minutes is required for each police, so if there are 500 ATMs per day, it is actually 83.3 hours / day. The number of operation operators can be reduced.

  Therefore, if the security service support system of the present invention is adopted, the operational cost is greatly reduced and the work reliability of the security service is greatly improved, and the work efficiency is improved as well as the accuracy.

1 ATM
2 Financial Institution Host Computer 3 Operation Management Center 4 Center Computer 5 Display Device 6 Input Device 7 Auxiliary Storage Device 8 Enclosed Money Storage Unit 9 Collection Card Storage Unit 11 Network 12 Communication Unit 13 Staff Key

Claims (4)

In a security service support system in which a plurality of ATMs and an operation management center for security service support are connected via a network,
A center computer is provided in the operation management center, and in the database of the center computer of the operation management center, a police plan including card information to be collected and enclosing money information to be collected is updated in real time. A security operation support system characterized by displaying a plan on the screen in real time.   The ATM is provided with a key to start in the clerk mode, and when the clerk mode is started with the key, the ATM program refers to the database of the center computer of the operation management center to obtain the latest security plan contents, and 2. The security work support system according to claim 1, wherein the security work is guided and supported according to a security plan. 3. The security service support system according to claim 2 , wherein the buttons displayed in the staff mode refer to the database and display / control only the buttons necessary for the security plan for each store. 4. The security work support system according to claim 2, wherein the buttons displayed in the staff mode are controlled so that the security staff cannot leave the store unless all the buttons are executed.