JP7278991B2 - Automated teller machine and control method for automated teller machine - Google Patents

Description

TECHNICAL FIELD The present invention relates to an automated teller machine and a control method for an automated teller machine.

2. Description of the Related Art In automatic cash transactions using an automated teller machine (ATM), when a user uses an ATM to execute a transaction, there are cases where questions or problems arise regarding the transaction. In order to solve such doubts and troubles, ATMs are equipped with "handsets" for enabling voice communication with call center operators. That is, when the user picks up the handset, the ATM automatically connects the handset and the call center, and the user and the operator use (use) the handset and the operator terminal of the call center to make a voice call. We are making it possible. However, if some kind of communication connection abnormality occurs in the communication between the handset and the call center, communication (phone call) between the user and the operator becomes impossible.

When communication connection failure occurs between the ATM handset and the operator terminal, it is necessary to take measures to restore the communication connection state to normal. For example, a communication connection error occurs when there is a connection error (disconnection, poor contact, etc.) in a cable that connects a handset and an ATM. As a technique for detecting such a connection abnormality of a cable between a handset and an ATM, the technique described in Japanese Patent Laying-Open No. 2011-2993 (Patent Document 1) is known. This technology detects an abnormality in communication connection due to disconnection of a cable between a handset installed in an ATM and the ATM. That is, in the technique of Patent Document 1, the microcomputer of the ATM transmits a detection signal to the detection unit, the detection unit transmits this detection signal to the voice control unit and the handset, and the voice control unit and the handset reply respectively. Based on this, disconnection of the cable between the voice control unit and the handset is detected.

Japanese Unexamined Patent Application Publication No. 2011-2993

The technique of Patent Document 1 described above can detect a cable connection abnormality between a handset and an ATM, so when a cable connection abnormality is detected, the communication connection abnormality can be resolved by replacing the cable.

By the way, communication connection failures between ATM handsets and call centers are rarely caused by cable connection failures between handsets and ATMs as described above. In most cases, communication connection errors occur due to causes other than cable connection errors. For example, since the connection between the ATM and the call center is via a communication line, there is a possibility that the communication connection is abnormal due to some trouble in the communication line. It may also be a failure of a communication device or the like. In addition, communication connection abnormalities occur due to various causes. In general, it is difficult to grasp the situation from an ATM or an operator terminal when there is an abnormality in a communication line or communication equipment.

When such a communication connection abnormality occurs, a plurality of factors can be assumed. Therefore, there are a wide variety of methods for isolating and restoring the factors, and it may not be possible to restore the system with a single action. In that case, the state of communication connection failure will repeatedly occur (continue).

If the cause is a communication line failure, it is often a temporary problem in the communication line. In such a case, for example, a connection retry is performed to restore the communication state to normal. Besides the communication line, the line interface of the operator terminal of the ATM or call center may also be the factor. As a measure for these, resetting and connection retry may be performed.

However, even if recovery processing such as retry or reset execution is performed, whether or not the communication connection is finally restored to normal can only be determined from the result of retrying the communication connection. When the ATM user connects to the operator's terminal with a handset, it is necessary for the user to pick up the handset again and connect to the call center again to confirm whether the communication connection has become normal (whether it has been restored). It can be judged by operation.

However, until the communication connection failure is restored to normal, the operator cannot talk to the ATM user from the call center to inform the user of the reconnection attempt. Therefore, it is easily conceivable that the user will leave the ATM. Also, when the next user connects to the operator terminal, if the communication connection failure is not normally restored, a similar communication connection failure may occur, resulting in repeated failures. In the monitoring center, when such failures occur repeatedly, it is necessary to deal with the failures each time, and there is an operational problem that it takes time to deal with the failures.

SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to provide an automated teller machine and an automated teller machine capable of confirming whether or not an abnormality in communication connection has been restored when an abnormality in communication connection occurs between an ATM handset and an operator terminal. is to provide a control method for

As an example, the present invention includes a handset, a handset communication unit for communicating between the handset and a call center, and a handset communication unit via the handset communication unit upon detection of a request for use of the handset. A handset control unit for establishing a communication connection between the call center and the handset, a customer operation unit for operating a transaction, and a main control unit for executing a transaction in accordance with the contents operated by the customer operation unit. , wherein the main control unit instructs the handset control unit to perform recovery processing when an abnormality in communication connection between the handset and the call center is detected, and The handset control unit performs a test connection for connecting the handset and the call center after the recovery process of the communication connection abnormality, and the main control unit detects the communication connection abnormality based on the result of the test connection. It is an automatic teller machine that confirms whether or not the system has been restored.

Further, as another example of the present invention, a handset, a handset control section for connecting between the call center and the handset based on a request for using the handset, a customer operation section for operating a transaction, and a main control unit for executing a transaction in response to the content operated by the customer operation unit, wherein a communication connection abnormality between the handset and the call center occurs. When it is detected, after executing the recovery processing of the communication connection abnormality, a test communication connection is established between the handset and the call center, and based on a response signal from the call center through the test communication connection It is a control method for an automatic teller machine that confirms whether or not the communication connection abnormality has been recovered.

According to the present invention, when a communication connection failure occurs between a handset and a call center, it is possible to confirm whether or not the communication connection failure has been restored after executing recovery processing for restoring communication to normal. , the repetition of recovery processing can be prevented, and the work of the monitoring center can be made more efficient.

BRIEF DESCRIPTION OF THE DRAWINGS It is a figure which shows the basic composition of the automatic teller machine in Example 1 of this invention. It is a figure for demonstrating the structure of the automatic teller machine in Example 1. FIG. 4 is a diagram for explaining connection between the automated teller machine and external devices in Embodiment 1. FIG. It is a figure for demonstrating the connection of the automated teller machine and an external apparatus in Example 2. FIG.

Hereinafter, the present invention will be described in detail based on specific examples. In the drawings used for the following description, the same devices are denoted by the same reference numerals (numbers), and the description of the devices that have already been described may be omitted in the subsequent description of the drawings. In addition, the present invention is not limited to the following examples.

<<Example 1>>
First, Embodiment 1 of the present invention will be described with reference to FIGS. 1 to 3. FIG. FIG. 1 is a diagram showing the basic configuration of an automatic teller machine (hereinafter referred to as ATM). FIG. 2 is a diagram for explaining the internal configuration of the ATM in the automatic cash transaction system. FIG. 3 is a diagram for explaining communication connections in the automatic cash transaction system.

First, the basic configuration of the automatic teller machine will be described with reference to FIG. An ATM 100 shown in FIG. 1 is an ATM installed in a convenience store or the like. (A) is a front view of the ATM, and (B) is a cross-sectional view of the ATM viewed from the side.
As shown in FIGS. 1A and 1B, the ATM 100 includes a main control unit 10, a card statement processing unit 11, a bill processing unit 12, a customer operation unit 13, a pin pad 14, a handset 15, an I/O control unit. 16.

A card/statement processing unit 11 for processing a card/statement conveys a transaction card (bank card) inserted by a user through a card statement slot 111, reads the card, and processes the transaction statement. is printed and issued from the card statement slip port 111 .

The banknote processing unit 12 processes and stores banknotes inserted by the user through the banknote slot 121 in the case of deposit. Also, in the case of dispensing, it is provided to discharge banknotes of the amount specified by the user to the banknote slot 121 .

The customer operation unit 13 displays an operation screen for performing transactions using the ATM 100, and has input functions such as transaction selection buttons on a touch panel for user operation.

The pin pad 14 is provided for the user of the ATM 100 to input the personal identification number of the card and the transaction amount.

When the user of the ATM 100 asks the call center operator how to operate the handset 15, the handset controller 18 (in FIG. 1, (not shown) provides a communication connection between the call center 40 and the handset 15 . Thereby, the user can have a voice conversation with the operator of the call center 40 . The handset 15 is also used by a visually impaired person to perform transaction operations while listening to voice guidance.

The main control unit 10 controls the ATM 100 as a whole, and all the units mounted on the ATM 100, such as the banknote processing unit 12, the card statement processing unit 11, the customer operation unit 13, the pin pad 14, the handset 15, etc., are built in advance. Control based on software (program). In addition, the main control unit 10 performs various data communications for transactions with the host system.

The I/O control unit 16 controls devices such as flicker lamps of the banknote slot 121 and the card statement slot 111 .

Although not shown in FIG. 1, the ATM 100 also includes various devices such as a power source, a customer detection sensor, a camera, a flicker lamp, and a handset control unit 18 .

Next, the internal configuration of the ATM 100 will be described with reference to FIG. FIG. 2 is a diagram specifically showing the configuration of the ATM 100, in particular, showing the automatic cash transaction system.
In FIG. 2, the main control unit 10 of the ATM 100 is connected to a banknote processing unit 12, a card statement processing unit 11, a customer operation unit 13, a pin pad 14, an I/O control unit 16, and a handset control unit 18. . Also, the main control unit 10 is connected to the line network 300 via the third communication device 23 and is connected to the host system 70 . The ATM 100 (main control unit 10) performs data communication with the host system 70 in response to a user's transaction request, and executes cash transactions (deposit and withdrawal of cash, etc.).

Handset control unit 18 is connected to handset 15 and hook switch 150 and detects that hook switch 150 is off-hook when user of ATM 100 lifts handset 15 . That is, it detects a signal "use request signal" for requesting use (use) of the handset by the user. The handset control unit 18 automatically establishes communication connection between the call center 40 and the handset 15 via the first communication device 21 and the line network 300 upon detection of the off-hook that is the use request signal. Thereby, the user can have a voice conversation with the operator. As the usage request signal, in addition to using off-hook, some means for making a usage request (use request) (for example, pressing a usage request button displayed on the screen of the customer operation unit) can be realized. can. A power source 17 supplies power for use in the entire ATM 100 .

The ATM 100 also includes a peripheral device 200 . In this embodiment, the peripheral device 200 consists of the security device 24 , the first communication device 21 , the second communication device 22 and the third communication device 23 . A security sensor 241 is connected to the security device 24 . When the security sensor 241 detects an abnormality in the security of the ATM 100 (for example, the door is destroyed or broken open), it automatically connects to the security center 60 via the second communication device 22 and the network 300, Communicate an abnormality in security of the ATM 100.

Further, the security device 24 and the handset control unit 18 are communicably connected (communication connection), and when the security device 24 cannot communicate with the security center 60 via the second communication device 22, The handset controller 18 is notified of the communication abnormality, and the handset controller 18 automatically connects to the security center 60 for communication. In other words, a communication backup function is realized.

The main control unit 10 is connected to the host system 70 via the third communication device 23 and the line network 300 so as to be able to communicate information. The main control unit 10 is also communicably connected to the monitoring center 50 via the third communication device 23 and the line network 300 . Although there is only one third communication device 23 in this embodiment, redundancy with the host system 70 is provided by installing a plurality of communication devices and connecting while switching the plurality of communication devices. It may also be configured to communicate.

Next, the specific configuration and operation of the embodiment of the present invention will be described with reference to FIG.
As already explained, when the user of the ATM 100 wants to ask the operator of the call center 40 how to operate the ATM 100, he or she can use the handset 15 to call the call center 40 and ask the operator. That is, when the user picks up the handset 15 , the hook switch 150 is off-hooked, and the handset controller 18 detects this use request signal (off-hook) and connects the handset 15 with the call center 40 . The handset 15 incorporates a speaker 151 and a microphone 153 for conversation. Also, a volume control button 154 is provided so that the user himself/herself can adjust the volume of the speaker. In addition, the handset 15 is provided with a button input section 152 so that a visually handicapped person or the like can use this button input section 152 to perform transaction operations. When the user picks up the handset 15, the hook switch 150 is turned off and outputs an off-hook state signal. With this off-hook, the handset control unit 18 determines that there is a handset use request, and automatically establishes communication connection with the call center 40 based on the preset connection information (telephone number) of the call center 40 . In this embodiment, communication connection is established by off-hook, but the present invention is not limited to this. For example, when the user presses a call center connection button displayed on the customer operation unit 13, the main control unit 10 issues a usage request (connection instruction) to the handset control unit 18, and similarly the handset control unit 18 A connection with the call center 40 may be executed.

In addition, the security device 24 is communicably connected to the security center 60 via the second communication device 22 and the line network 300 . In this embodiment, a line switch 182 provided in the security device 24 and the handset control section 18 serves as a backup in the event of a failure in communication between the security device 24 and the security center via the second communication device. are connected by a communication line 420. In other words, when communication using the second communication device 22 is not possible, the security device 24 switches the line switcher 182 to connect the security device 24 and the security device 24 via the communication line 420, the line switcher 182, and the first communication device 21. Communication with the center 60 is performed.

Here, the handset 15 is used when the user has a voice conversation with an operator who is (attends) the call center 40, but is also used for transactions by the visually impaired. . That is, when the ATM 100 (specifically, the main control unit 10) recognizes that the user is visually impaired, voice guidance for transactions (voice guidance) is played from the speaker 151 of the handset 15, and the user The transaction proceeds according to the input from the button input unit 152 of the handset 15. For this reason, the handset control unit 18 has a voice switch 181, which switches between using the handset 15 connected to the call center 40 and using voice guidance for the visually impaired. making it possible.

As a method of recognizing that the user is a visually impaired person in the ATM 100, for example, there is a method of preparing a button exclusively for the visually impaired person and making a determination by the user pressing the button. Alternatively, information for identifying (determining) a visually impaired person is recorded in advance on the cash card to be used, and when the card is inserted into an ATM, the ATM will determine that the person is visually impaired. You can do it.

Now, if a "communication connection failure" occurs in which communication connection between the handset 15 and the call center 40 cannot be established due to some trouble such as a failure of the first communication device 21 or a problem with the line network 300, the main control The unit 10 notifies the monitoring center 50 of the abnormality in the communication connection of the ATM 100 . As a result, the monitoring center 50 issues a reset instruction to the ATM 100 (main control unit 10) in order to recover from the communication connection abnormality. Alternatively, when the main control unit 10 detects an abnormality, the main control unit of the ATM 100 issues a reset instruction to the handset control unit 18 via the signal line 400, and the handset control unit 18 recovers from the abnormal communication connection state. try.

Normally, the connection to the call center 40 is triggered by the user's operation (picking up the handset 15 or pressing a button displayed on the screen of the customer operation unit 13), and the handset control unit 18 communicates with the call center 40. , the handset control unit 18 may perform reset processing using a reset signal to recover from the communication connection abnormality and return to the normal state.

However, if the handset control unit 18 is unable to recover from the communication connection error even after reset processing, the user who was unable to connect to the call center 40 or a new user may attempt to connect to the call center 40. If you do, the communication connection error will occur again. As a result, the monitoring center 50 needs to repeatedly take measures against communication connection failures.

Therefore, in this embodiment, after the handset control unit 18 receives the reset signal and tries to restore, even if there is no usage request such as lifting the handset of the user of the ATM 100, the communication connection is experimentally (pseudo) established. means for automatically confirming whether or not connection to the call center 40 is possible. Specifically, in order to create a state equivalent to the action of the user picking up the handset 15 (issuing a usage request), a "pseudo usage request" is generated in the arithmetic processing unit (CPU) 180 of the handset control unit 18. A function that occurs (pseudo hook switch 183 in this example) is provided. This is because the firmware of the handset control unit 18 inputs a software signal to a specific port of the CPU 180 so that the firmware is in the same state as when the hook switch 150 is turned off, and the communication connection to the call center 40 is established. is automatically performed. The call center 40 transmits a response signal to the ATM 100 side in response to this connection. With this response signal, the ATM 100 can confirm that the communication connection abnormality has been resolved (restored). Further, if there is no response from the call center 40 within a predetermined period of time after making a test communication connection, it can be confirmed that the communication connection abnormality has not yet been resolved (restored).

The pseudo hook switch 183 is not the only method for generating a pseudo usage request. For example, the main control unit 10 may issue a communication connection instruction to the handset control unit 18 in the same manner as when the call center connection button displayed on the screen of the customer operation unit 13 is pressed. It is also possible to turn off the hook switch 150 only by a hardware circuit from the reset signal 400 to the handset control section 18 .

Also, in order to prevent the operator at the call center 40 from making a normal reception by the trial communication connection (test connection) by the handset control unit 18, the handset control unit 18 uses the telephone number of the original call center 40. In addition, a dedicated telephone number for making a trial connection is also registered. As a result, a test connection is made based on the telephone number dedicated to this test connection. In the call center 40, when the telephone number dedicated to the test connection is used, the call center 40 automatically and mechanically responds to the ATM 100 (transmits the response signal to the ATM side) without intermediary to the operator. This keeps you from being connected to the actual operator. In addition to these methods, there is also a method in which call center 40 does not accept connection from ATM 100 to call center 40 for a certain period of time after issuing a reset instruction to ATM 100 .

Also, the monitoring center 50 and the call center 40 are linked, and the period from when the monitoring center 50 issues a reset instruction to the ATM 100 to when the ATM 100 returns the result of the test connection termination and the response to the reset instruction to the monitoring center 50 , the call center 40 may not permit the connection from the ATM 100 concerned.

In this way, when a communication connection failure (communication connection failure) occurs when the user of the ATM 100 connects to the call center 40, after recovery processing (reset processing), a test communication connection is generated by the pseudo-use request signal. (test connection). Through this test communication connection, it is possible to confirm whether or not the communication failure of the entire communication path including not only the ATM 100 but also the first communication device 21 and the line network 300 has been recovered. If the line is not restored, it is possible to take measures such as trying reset recovery by another means, resetting the communication device, or degrading the connection function from the user to the call center 40 . As a result, it is possible to prevent the monitoring center 50 from being repeatedly notified of communication connection failures, and the efficiency of the operation of the monitoring center 50 can be improved.

<<Example 2>>
Next, Example 2 of the present invention will be described with reference to FIG.
In FIG. 4, the same numbers are assigned to the same devices as those shown in FIG. 3, and the description of each device is omitted. 3 and 4 have almost the same configuration, but the difference is that the signal line 410 is provided in FIG. be.

The security device 24, which is one of the peripheral devices of the ATM 100, is normally connected to the security center 60 via the second communication device 22 and the line network 300 as a main communication channel. On the other hand, in this embodiment, it is connected to the security center 60 via the handset control unit 18, the first communication device 21, and the line network 300 as a backup communication path. That is, the handset control unit 18 controls the communication via the first communication device 21 both when the user of the ATM 100 connects to the call center 40 using the handset 15 and when the security device 24 connects to the security center 60 . I am trying to make a communication connection. Therefore, the handset controller 18 has a line switch 182 . The line switch 182 may be controlled mainly by the handset controller 18, or may be preferentially used by the security device 24. FIG. Prioritization of the handset controller 18 and the security device 24 may be determined in advance for control.

When the user of the ATM 100 is communicating with the call center 40 via the first communication device 21 using the handset 15, the security device 24 cannot use the backup line. In other words, the security device 24 cannot communicate with the security center 60 via the communication line 420, the handset control unit 18 (line switch 182), and the first communication device 21. FIG. At this time, even if the security device 24 performs connection retry processing, communication connection is similarly impossible as long as the line is in use. Therefore, the handset control unit 18 uses the signal line 410 to output a line status signal to the security device 24 . The line status signal is realized at a signal level such as Low Level when the line of the handset control section 18 is in use and High Level when not in use. Alternatively, the state of the handset control unit 18 may be communicated through communication.

Also, even if the line switch 182 of the handset control unit 18 fails, the first communication device 21 fails, or the line network 300 has a problem, the security device 24 cannot use the backup line. At this time, even if the security equipment 24 performs the connection retry process, the communication connection cannot be established unless the failure of the handset control unit, the communication equipment, and the problem of the network are resolved. At this time, similarly, the line status signal has a signal level of, for example, Low Level when the handset control section is broken or abnormal in the line network, and High Level when normal. It may be realized, or it may be realized so as to transmit the communication state of the handset control section 18 by communication in the same manner.

As a result, the security device 24 can grasp the line usage status of the handset control unit 18, so that the line status signal can be checked when performing connection processing using the backup line or when performing connection retry processing. is unused and the line is normal, connection processing and connection retry processing can be performed. As a result, in the security device 24, it is possible to prevent unnecessary abnormal communication connection from occurring when connecting with the backup line. In addition, the handset control unit 18 will not repeatedly detect communication connection failures due to connection retries from the security device 24 . Therefore, the ATM 100 does not repeatedly notify the monitoring center 50 of communication connection failure.
In the above-described embodiment, the security device 24 has been described as an example, but the same thing can be realized with other devices such as digital signage devices as peripheral devices.

It should be noted that the present invention is not limited to the above-described embodiments, and includes modifications in which the configuration is changed without departing from the technical idea and gist of the present invention. Moreover, the above-described embodiments are described in detail for easy understanding of the present invention, and the present invention is not limited to those having all the described configurations. Moreover, it is possible to add, delete, or replace a part of the configuration of the embodiment with another configuration.

DESCRIPTION OF SYMBOLS 10... Main control part 11... Card statement processing part 12... Bill processing part 13... Customer operation part 14... Pin pad 15... Handset 16... I/O control part 17... Power supply 18... Handset control Part 21... First communication device 22... Second communication device 23... Third communication device 24... Security device 40... Call center 50... Monitoring center 60... Security center 70... Host system 100... Cash Automatic transaction machine (ATM) 111 Card statement slot 121 Bill slot 150 Hook switch 151 Speaker 152 Button input unit 153 Microphone 154 Volume control button 180 Arithmetic processing unit 200... Peripheral equipment, 241... Security sensor, 300... Line network

Claims (10)

a handset, a handset communication unit for communicating between the handset and the call center, and a communication connection between the call center and the handset via the handset communication unit upon detection of a request for use of the handset. a handset control unit for performing transactions, a customer operation unit for operating transactions, and a main control unit for executing transactions in accordance with the contents operated by the customer operation unit. There is
The main control unit instructs the handset control unit to perform recovery processing when a communication connection abnormality between the handset and the call center is detected,
The handset control unit establishes a test communication connection between the handset and the call center after the recovery process of the communication connection abnormality, and the main control unit performs the test communication connection based on the result of the test communication connection. An automated teller machine configured to confirm whether or not a communication connection abnormality has been recovered. In the automatic teller machine according to claim 1,
The automatic teller machine, wherein the main control unit receives a response signal from the call center and confirms whether or not the abnormal communication connection has been restored when the test communication connection is executed. In the automatic teller machine according to claim 1,
The handset control unit differentiates between a telephone number used for communication connection upon detection of the usage request and a telephone number used for the test communication connection, and the call center controls the test communication connection. wherein the automatic teller machine is controlled so as not to carry out an intermediation to an operator in the case of said communication connection by said telephone number used for said communication connection. In the automatic teller machine according to claim 1,
The automatic teller machine, wherein the communication connection in the handset control unit is performed by detecting an off-hook state when the handset is picked up. In the automatic teller machine according to claim 4,
The automatic teller machine, wherein the test communication connection in the handset control section is executed by a pseudo hook switch provided in the handset control section. In the automatic teller machine according to claim 1,
The automatic teller machine, wherein the communication connection in the handset control unit is performed by displaying a button for instructing use of the handset on the customer operation unit and pressing the button. In the automatic teller machine according to claim 1,
Security equipment for notifying a security center of the abnormality when a security sensor for detecting an abnormality in terms of crime prevention detects the abnormality, and a security equipment communication section for communication-connecting the security equipment and the security center. and
When the communication connection abnormality by the communication unit for security equipment occurs, the security equipment communicates with the security center using the handset control unit and the communication unit for handset. An automated teller machine characterized by: In the automatic teller machine according to claim 1,
a security device, and a security device communication unit that communicates and connects the security device and the security center,
The automatic teller machine, wherein the main control unit notifies the security device of a line status indicating whether or not the communication connection is abnormal. In the automatic teller machine according to claim 1,
When the main control unit recognizes that the user is visually impaired, the main control unit controls the handset control unit to establish a communication connection between the handset and the main control unit, and the main control unit issues instructions for operation. An automatic teller machine, wherein a voice guide is provided to the handset. A handset, a handset control unit for connecting the call center and the handset based on a request for using the handset, a customer operation unit for operating a transaction, and corresponding to the contents operated by the customer operation unit. A control method for an automated teller machine comprising a main control unit for executing transactions with
When a communication connection abnormality is detected between the handset and the call center, a test communication connection is established between the handset and the call center after the communication connection abnormality is restored, and the test communication connection is established between the handset and the call center. A control method for an automatic teller machine, wherein it is confirmed whether or not said communication connection abnormality has been recovered based on a response signal from said call center due to said communication connection.

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