JPH01219950A - Fault information processing system - Google Patents

Abstract

PURPOSE:To smoothly execute a processing work against a fault by monitoring a state of an automatic cash transaction machine by a remote monitoring control part and informing necessary data to a maintenance center. CONSTITUTION:Plural automatic cash transaction machines 11-1-11-N of a financial agency are connected to a remote monitoring controller 17 through a local leased line 12. This remote monitoring controller 17 detects the generation of a fault of the automatic cash transaction machines 11-1-11-N, and sends out data for showing the contents of the fault to a maintenance center 30 by dialing automatically a telephone set 18. In the maintenance center 30, fault information is displayed by a voice or a CRT display.

Description

DETAILED DESCRIPTION OF THE INVENTION [Field of Industrial Application] The present invention relates to a fault report processing system for processing a report when a fault occurs in an automatic teller machine.

[Conventional technology]

2. Description of the Related Art Automated teller machines capable of depositing and withdrawing cash are now widely used in financial institutions such as banks. When a failure occurs in such an automated teller machine, the person in charge of operating the machine first understands the failure situation, then looks up the telephone number of the maintenance center and calls the center to repair the failure situation. The company took steps to explain the situation to staff members.

This will be explained in more detail using FIG.

The financial institution 10 usually has a plurality of automatic teller machines 11.
-1.11-2,...11-N are installed. These automatic teller machines 11-1, 11-2,...
. . 11-N is connected to a remote monitoring and control device 13 via an in-house private line 12.

A telephone 14 connected to a public telephone line 20 is also installed in the financial institution IO. A telephone 31 connected to the public telephone line 20 is installed in the maintenance center 30 .

With such a conventional device configuration, the automatic teller machine 11-1.
It is assumed that a failure has occurred in any one of 11'-2, . . . 11-N. The fault information reaches the remote monitoring and control device 13 through the in-house dedicated line 12, and the operator 16 is notified of the fault information representing the fault situation. The operator 16 operates the automatic teller machine 11 based on this fault information in order to eliminate the fault in the automatic teller machine 11. As a result, if the failure cannot be recovered, the telephone 14
to call the maintenance center 30 and explain the fault situation to the maintenance personnel 32. Based on this, the maintenance worker 32 will go to troubleshoot the problem.

[Problem to be solved by the invention]

Incidentally, the operator 16 of the financial institution 10 is often a complete novice when it comes to machines, and often does not correctly grasp the failure situation. Therefore, even if the operator 16 explains the fault situation, the maintenance personnel 32 may not be able to accurately understand it, and may not have sufficient fault information or carry the wrong maintenance parts with them. I sometimes go to In such a case, it will take a lot of time for the maintenance personnel 32 to repair the fault. In addition, the operator 16 of the financial institution also needs to check the failure status of the automatic teller machine 11 many times upon receiving instructions from the maintenance staff 32, and is required to perform failure recovery of the automatic teller machine 11 that does not normally require human labor. The problem was that a lot of time was wasted. Furthermore, in the conventional device configuration, the failure is reported after the failure occurs, so the automatic teller machine 11 goes down until the failure is removed, shortening its operating time, and causing unattended operation. Another problem was that it was difficult to operate.

SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to provide a failure report processing system that can reduce the burden on the person in charge of operating an automatic teller machine and can supply accurate failure information to maintenance personnel.

[Means to solve the problem]

In the present invention, (1) - or a plurality of automatic teller machines, (ii) a remote monitoring control unit that monitors the operating status of the automatic teller machine, and (iii) data obtained by the remote monitoring control unit is A determination unit that determines whether the automated teller machine is necessary for maintenance; and (iv) a telephone that can automatically dial the maintenance center with data determined by this determination unit to be necessary for failure reporting. Provided in the processing system.

That is, according to the present invention, among the data obtained by the remote monitoring and control unit, data that predicts the occurrence of a failure and data that indicates the details of the failure that actually occurred are automatically dialed to the maintenance center. This reduces the burden on the person in charge of operating the engine, and also allows the maintenance center to be accurately notified of a failure or its precursor.

〔Example〕

The present invention will be described in detail below with reference to Examples.

FIG. 1 shows a failure report processing system according to an embodiment of the present invention. The same parts as in FIG. 4 are given the same reference numerals, and their explanation will be omitted as appropriate.

Now, in the failure report processing system of this embodiment, financial institution 1
0, multiple automatic teller machines 11-1, 11-2,...
. The remote monitoring and control device 17 is connected to a telephone 18 that can automatically make calls. This telephone 18 is connected to a terminal device 33 at a maintenance center 30 through a public telephone line 20.

FIG. 2 shows the specific configuration of the remote monitoring and control device. The remote monitoring and control device 17 is connected to the premises dedicated line 1.
The remote monitoring control unit 171 connected to the auxiliary storage device 1
72 are connected. Auxiliary storage device 172
Each automatic teller machine 11-1, 11-2,...
... Regarding 11-N, various data such as (a) the number of retries of the same operation, (b) the number of printed characters, and (c) the number of years of mechanical and physical wear and tear such as the operating time of the device are now stored. There is.

The remote monitoring control unit 171 includes a CPU (central processing unit),
ROM (IJ-only) that stores the control program
It consists of a working RAM (random access memory), an audio output circuit (both not shown), and is configured to check the contents of various data stored in the auxiliary storage device 172. It has become. When the number of shifts exceeds a certain threshold, the telephone 18 is automatically called, and the telephone fault isolation system notifies the terminal device 33 of the details by voice. This is to notify the maintenance center 30 of the necessity of replacing parts, etc. before a fatal failure occurs.

FIG. 3 shows an overview of this control.

The CPU first sets 1-=1 as a count value in the predetermined area in the RAM (step 2). Then, from the auxiliary storage device 172 to the first automatic teller machine 1l
-i (in this initial state, the automatic teller machine 1l-1) is read out (step 2). This read data is stored in the RAM, and each data is compared with a threshold value (step 2). As a result, if even one of them exceeds the threshold (Y), the telephone failure division from the telephone 18 to the maintenance center 30 is determined by the terminal device 33.
to notify the user by voice of the contents of the data exceeding the threshold (step ■).

After this, the count value is incremented by 1 (step ■). As long as this value 1 does not exceed the number N of automatic teller machines 11 (step ■; N), the next automatic teller machine 11-
Data processing for 1 is performed (steps ■～■)
. This kind of work is performed on all automatic teller machines 11-1.
11-2, . . . , 11-N is repeated until the check is completed (step ①: Y).

Note that such checking work may be performed periodically during the time when the maintenance personnel 32 are on standby at the maintenance center 30, and fault isolation with a telephone may be performed when the terminal device 32 is a so-called answering machine. You can do it without any time limit.

Although the function of the remote monitoring and control device 17 to notify the maintenance center 30 of data from the viewpoint of maintenance of components has been described above, this device also has a function of dealing with specific failures. In other words, automatic cash transactions! ! 11-1.1
When a specific failure occurs in any of the automatic teller machines 1-2, . Then, using a dictionary for fault analysis built into the auxiliary storage device 172, it is determined whether the fault is such that maintenance personnel should be called. For failures that are difficult to repair by the on-site operator 16, the maintenance center 30 is notified by an automatic call. For failures that can be repaired without calling maintenance personnel, instructions are given to the on-site operator 16.

When the maintenance center 30 receives a telephone call from the remote monitoring and control device 13, it directly recognizes the telephone call if it is voice information, or it directly recognizes the telephone call if it is voice information, or sends a CR (not shown) to the telephone if it is data expressed by an electrical signal.
Recognize the fault by looking at the fault information displayed on the T-display. If the details of the failure can be identified in this state, the operator will go to the site with the relevant maintenance parts.

On the other hand, the content of the failure may not be specified depending on the display content or the audio data content. In such a case, the maintenance person 32 operates the keyboard (not shown) of the terminal device 33 to issue a command to resolve the telephone failure, and obtains more detailed data from the remote monitoring and control device 17 from the corresponding automatic teller machine 11. It turns out. An example of such data is data before and after a failure occurs. It is efficient to collect such data in an interactive manner using a keyboard or the aforementioned CRT display.

The maintenance personnel 32 can accurately determine the details of the failure by combining the additional data obtained in this way. This not only shortens the recovery time from a failure, but also eliminates the burden on the financial institution's operating personnel 16.

In the above-described embodiment, the maintenance staff operates the terminal device to troubleshoot problems with telephones. The necessity of maintenance and the date and time of maintenance visits may be managed. This enables more efficient maintenance work.

〔Effect of the invention〕

In this way, according to the present invention, the remote monitoring and control unit monitors the status of the automatic teller machine and notifies the maintenance center of the necessary data, so that this data can be used as a basis for predicting the occurrence of a failure. With data, maintenance can be performed before a failure actually occurs, and the operating rate of automatic teller machines can be increased. Furthermore, troubleshooting operations for unmanned automatic teller machines placed one by one in downtown areas will also be facilitated.

[Brief explanation of the drawing]

Figures 1 to 3 are for explaining one embodiment of the present invention, of which Figure 1 is a block diagram showing a schematic configuration of a failure report processing system, and Figure 2 is a detailed diagram of a remote monitoring and control device. FIG. 3 is a flowchart showing a part of the operation of this remote monitoring and control device, and FIG. 4 is a block diagram showing the schematic structure of a conventional failure report processing system. 11...Automated teller machine, 17...Remote monitoring and control device, 18.33...Telephone failure isolation terminal device, 30...Maintenance Center, 171...Remote monitoring control unit, 172...Auxiliary storage device. Applicant: Agent of Nippon Electric Engineering Co., Ltd.

Claims (1)

[Scope of Claims] One or more automatic teller machines, a remote monitoring control unit that monitors the operating status of the automatic teller machines, and a system in which data obtained by the remote monitoring control unit is used for maintenance of the automated teller machines. A fault report processing system comprising: a determining unit that determines whether data is necessary; and a telephone that can automatically call a maintenance center with the data that the determining unit determines is necessary.