JPH0795304A - Alarm telephone set - Google Patents

Abstract

PURPOSE:To allow the alarm telephone set to quickly cope with a phone call from a customer. CONSTITUTION:The alarm telephone set provided with a 1st telephone set 46 linked to an automatic set 41, a 1st connection section 43 of the automatic set informing hook-off of the 1st telephone set to a monitor 40 for the automatic set and making dialing of a telephone number noticed from the monitor, plural 2nd telephone sets 47 of the monitor and a 2nd connection section 42 of the monitor selecting either of the 2nd telephone sets through the notice of hook-off to inform the telephone number of the selected telephone set. The 2nd telephone sets 47 are allocated to a fault countermeasure telephone set 44 and a usual telephone set 45, and the 2nd connection section 42 retrieves the state of the automatic set corresponding to the hook-off notice, informs the telephone number of the fault countermeasure telephone set to the automatic set when the automatic set is faulty and informs the telephone number of the usual telephone set when the automatic set is not faulty.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an improvement of a faulty telephone device provided between an automatic machine such as an automatic transaction device and a monitoring center.

In recent years, automatic machines in financial institutions have become unmanned and have been centrally monitored by a monitoring device provided in a monitoring center. These unmanned automatic machines have customer telephones (hereinafter called customer telephones) installed beside them in order to deal with failures (including equipment abnormalities, handling mistakes, etc.) during operation (customer telephones are automatically It is necessary to respond while looking at the monitoring screen showing the status of the automatic machine on the monitoring center side. A telephone is installed for each display device.

When a customer makes an inquiry to a monitoring person by using this customer telephone, the customer is automatically connected to the above-mentioned telephone of the monitoring center only by hooking off the customer telephone. However, if the inquiries are made by a plurality of customer telephones at the same time, it takes time to connect because the connection order is determined depending on the failure status of the automatic machine.

Further, as the number of automatic machines to be monitored increases, the customer telephone is often used for other than inquiries about the automatic machines, and the customer telephone for inquiring about a fault may be kept waiting.

On the other hand, in recent years, an increasing number of automatic machines are provided with a device (hereinafter referred to as a voice interfacer or VI device) for guiding operation by voice so that a visually handicapped person can handle it. In the event of a failure while operating an automated machine using the device, it is very difficult for a visually impaired person to pick up the customer's telephone handset, as the location of the telephone is not always fixed. ing.

As described above, the conventional faulty telephone device is not suitable for quick response, and it is necessary to solve this problem.

[0007]

2. Description of the Related Art FIG. 8 is a block diagram of a conventional example, FIG. 9 is a diagram showing an example of a monitor screen, and FIG. 10 is a diagram showing an example of a telephone connection screen.

FIG. 8 shows an example of a monitoring system. The monitoring device 1 provided in the monitoring center is an automatic machine of each branch 10.
Control device 5 for performing 12 supervisory controls, a plurality of display devices 2a to 2
x, input unit (mouse, etc.) 4a-4 corresponding to display devices 2a-2x
x, and telephones 3a to 3x placed near the display devices 2a to 2x, respectively.

The control device 5 obtains the status of the automatic machines 12 from each branch 10 and, as shown in FIG. 9, displays monitoring screens a to x indicating the status of each automatic machine 12 according to the number of the automatic machines 12. A plurality of areas are generated for each region, and the monitor 2a is displayed on the display device 2a and the monitor 2x is displayed on the display 2x in association with each other.

Although not shown, by inputting the branch names in the monitoring screen of FIG. 9 by the input units 4a-4x,
A detailed screen showing the status of the fully automatic machines in the branch, by further instructing a specific automatic machine ID in the detailed screen,
A detailed screen showing the detailed state of the automatic machine 12 can be displayed, and the customer is dealt with while referring to the detailed screen as necessary.

The branch 10 is provided with a plurality of automatic machines 12 and a customer telephone 14 for each automatic machine 12, and the terminal control adapter 11 collectively communicates these devices with the monitoring device 1. The communication line is, for example, an ISDN network.

Here, the automatic machine 12 is a well-known automatic transaction apparatus such as an automatic depositing / dispensing machine, and a VI apparatus 13 for visually impaired persons is provided in addition to an ordinary operation panel. This VI device
Reference numeral 13 is composed of a handset (used here as a handset, hereinafter referred to as a handset) used in a telephone set, a voice guidance device, a push button used as an operation button, and the like, and when the handset is hooked off. The following operation method will be described by voice each time the customer presses the push button based on the operation guide after starting the voice operation guide.

When a trouble occurs due to a device failure, an operation mistake, etc. while operating a transaction by operating the automatic machine 12 as described above, the customer inquires the staff of the monitoring center by the customer telephone 14. The telephone connection at that time is performed as follows. When the customer telephone 14 is hooked off, the terminal control adapter 11 transmits a hookoff notification message to the monitoring device 1. By this hook-off notification, as shown in FIG. 9, the control device 5 causes the telemark and the automatic machine ID to be displayed in the message area of the monitor screen (here, the monitor screen a) of the automatic machine 12 linked to the hooked-off customer telephone 14. Display hook-off notification information including etc. Upon seeing this hook-off notification information, the clerk operates the input unit 4a to display the telephone connection screen as shown in FIG.
Telephone that should be connected to the Telemark in the hookoff notification information
3a phone number (monitor screen serial number a phone number) and input section
Instruct with 4a. As a result, the control device 5 transmits a telephone connection request message including the telephone number of the telephone 3a to the branch 10 which is the hookoff notification source. The terminal control adapter 11 that has received this message disconnects the connection with the monitoring device 1 once, then dials based on the notified telephone number, and the telephone is hooked off.
14 and the telephone 3a of the monitoring device 1 are connected.

When the next hook-off notification is received during this connection operation, the hook-off notification information is additionally displayed on the same screen as shown in FIGS. 9 and 10, but the attendant looks at the monitoring screen. Then, the automatic machine (Fig.
The customer phone in the state x) is connected preferentially.

[0015]

As described above,
The connection between the customer telephone 14 and the monitoring center telephones 3a to 3x is conventionally performed by an operation on the screen by a person in charge of the monitoring center, and when a plurality of connection requests are made, the customer telephone 14 in which the failure has occurred is connected. I was trying to connect preferentially. Therefore, there is a problem that the connection time becomes long as a result.

In addition, this customer telephone may be used for other purposes such as directions, and if a telephone that needs to deal with the customer while watching the monitor screen is used for such an inquiry, a failure will occur. There is also a problem that it is not possible to respond promptly when it occurs.

On the other hand, when a failure occurs while operating the automatic machine 12 using the VI device 13, the visually impaired person calls the customer telephone 14
It is very difficult to obtain the value because the installation position of the customer telephone is indefinite, and the conventional monitoring device 1 has a VI device 13.
There is a problem that it is difficult for the clerk to deal with the visually impaired person in a very detailed manner because it is not displayed whether the customer has a visually impaired person or not.

In view of the above problems, it is an object of the present invention to provide a fault telephone device for quickly connecting a fault telephone.

[0019]

In order to achieve the above object, the fault telephone system according to the present invention comprises: (1) As shown in the principle diagram of the present invention shown in FIG. And a monitoring device 40 that monitors the automatic device 41 when the first telephone 46 is hooked off, and a return notification is sent from the monitoring device 40. The first connection part 43 on the automatic machine side for dialing the telephone number destination, the plurality of second telephones 47 provided on the monitoring device side, and one telephone out of the second telephones 47 by the hook-off notification. Second on the monitoring device side to select and notify the telephone number
And a plurality of the second telephones 47 are assigned to either one of the telephones for dealing with troubles 44 and the telephones for normal use 45. The connection unit 42 searches the state of the corresponding automatic machine 41 by the hook-off notification, and when the automatic machine 41 is in a failure state, notifies the telephone number of the failure-handling telephone 44 to the automatic machine side. If normal, the telephone number of the normal telephone 45 is notified. (2) A monitoring device for monitoring an automatic machine equipped with a voice interface that provides voice operation guidance, and is configured to monitor the state of the voice interface. (3) A first telephone compatible with an automatic machine equipped with a voice interface that provides voice operation guidance via a handset,
In a faulty telephone device that connects to a second telephone provided in a monitoring device that monitors the automatic machine, if a fault occurs during use of the voice interfacer, the handset is used as the handset of the first telephone. A configuration is provided in which a telephone connection unit that connects the first telephone and the second telephone is provided while switching.

[0020]

(1) As the second telephone 47 of the monitoring device 40, two types of telephones, a telephone 44 for dealing with trouble and a telephone 45 for normal use, are provided. Then, the second connection unit 42 on the monitoring device 40 side searches the state of the corresponding automatic machine 41 by the hook-off notification from the automatic machine side, and when the automatic machine 41 is in the failure state, the failure-handling telephone.
The telephone number of 44 and, if normal, the telephone number of the normal telephone 45 are notified to the automatic machine side.

As described above, when the first telephone set 46 linked to the faulty automatic machine 41 is hooked off, the first telephone set 46 is automatically connected to the fault handling telephone set 44.
Further, when the linked automatic machine 41 is normal, it is connected to the normal telephone 45 which does not need to correspond to the monitor screen. For this reason,
The faulty telephone connection will be automated, and the busyness of telephones other than the time of the fault will be reduced, allowing quick response when the fault occurs.

(2) In a monitoring device for monitoring an automatic machine equipped with a voice interface (VI device) for performing operation guidance by voice, the status of the VI device is monitored and the status (failure,
Configured to display (Usage status). As a result, in response to an inquiry from a visually impaired person by the customer's telephone, it can be recognized that the visually impaired person is present, and it is possible to provide a very detailed response.

(3) When a failure occurs during use of the VI device, the connection unit switches the handset of the VI device to the handset of the first telephone and connects the first and second telephones. To do.

As a result, the VI device user does not need to make a call to the customer because the handset of the VI device becomes the handset of the customer's telephone and is connected to the telephone of the monitoring device when a failure occurs. Services for people with disabilities are improved.

[0025]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS (First Embodiment) FIG. 2 is a block diagram of the first embodiment, and FIG. 3 is an operation flow chart of the first embodiment.

FIG. 2 shows an example applied to the conventional monitoring system shown in FIG. 8, and the same symbols represent the same object. In the monitoring device 1 of FIG. 2, 20a to 20x are telephones 20 for responding to a trouble.
Corresponding to the fault-handling telephone 44 of FIG.
Linked to each side of 2x.

Reference numerals 21a to 21x are ordinary telephones 21, which correspond to the ordinary telephones 45 in FIG. 1 and are installed beside the display devices 2a to 2x, respectively, or at any one or several places in the monitoring center. It The number of the ordinary telephones 21 is not necessarily the display device 2a.
It does not have to correspond to the number of ~ 2x, and may be less than that number.

Reference numeral 22 is a telephone connection portion, which is the second connection portion 42 of FIG.
Corresponding to, the telephone connection control on the monitoring device 1 side is performed. 23 is an automatic machine status file, and the automatic machine 12 notified from each branch 10
The state of is stored by the controller 5. Based on the automatic machine status file 23, the monitor screens a to x shown in FIG. 9, the detailed screen shown in FIG. 6 described in the second embodiment, the detailed screen shown in FIG. Displayed in ~ 2x.

Reference numeral 24 is a telephone usage status file in which the usage statuses of the fault-response telephones 20a to 20x and the normal telephones 21a to 21x are filed by the telephone connection unit 22. Reference numeral 25 is a connection waiting information file, and when the telephone of the monitoring device 1 side to be connected is busy, the waiting state (telephone number of the waiting telephone, etc.) of the customer telephone 14 is filed by the telephone connection unit 22.

26 is a file corresponding to the telephone number / monitor screen,
Here, the monitoring screen (monitoring screen serial number) a to x and the display device 2a
~ 2x correspond, so telephone number and display device 2a ~
It also shows the correspondence with 2x. The contents of this file are shown in Figure 2.
As shown in FIG. 3, the failure screen telephone number and the normal telephone number are filed in correspondence with the monitoring screen serial number. Here, when the number of ordinary telephones 20 is small, one ordinary telephone number is assigned to a plurality of monitoring screens.

Reference numeral 27 is an automatic machine state flag, which is set to ON in the case of a failure and OFF in the case of normality and is used in the connection processing described later. A waiting state flag 28 is set to ON when there is a waiting telephone, and is set to OFF when there is no waiting telephone, and the presence or absence of a telephone waiting to connect is referred to.

The branch-side telephone connection unit 15 controls the branch-side telephone connection and operates in the same manner as in the past, that is, the customer telephone.
The hook-off notification message of 14 is notified to the monitoring device 1, and the customer phone is dialed based on the telephone number received back.
And the telephone specified by the monitoring device side.

As described above, as the telephone of the monitoring device corresponding to the customer's telephone, the fault response telephone 20 which can respond while watching the monitoring screen and the normal telephone which can respond without looking at the monitoring screen
According to the state of the connection request source automatic machine, it is selected from the two and automatically connects. The connection operation on the monitoring device side will be described below with reference to FIG.

Note that the control device 5 constantly monitors the states of all the automatic machines 12 according to the notification from the branch office 10, and stores and updates the states in the automatic machine state file 23. Further, the monitoring screens a to x are usually the display devices 2a to which the monitoring screens a to x of the regional automatic machines shown in FIG. 9 correspond.
Displayed in ~ 2x respectively.

Hereinafter, the automatic machine displayed on the monitoring screen a
A case will be described in which when the customer telephone 14 linked to 12 is hooked off, the fault handling telephone 20x linked to the display device 2x displaying the monitor screen x is selected. (1) The telephone connection unit 15 notifies the monitoring device 1 of a state change (hook off / on) of the customer telephone 14. (2) In the case of hook-off, the telephone connection unit 22 refers to the automatic machine state file 23 and searches for the fault state of the automatic machine 12 corresponding to the customer telephone 14 of the hook-off notification. (3) If the automatic machine 12 has a failure (including a mistake in operation), the automatic machine status flag 27 is turned on (failure status).
Set to. (4) Subsequently, the telephone usage status file 24 is referred to, and an available fault-response telephone 20 is searched. (5) If there is a vacant fault response telephone (20a if it is vacant, 20x here), obtain the telephone number and refer to the telephone number / monitor screen correspondence file 26 to see the corresponding monitor screen. Get the serial number (x). (6) The telephone connection request message with the telephone number acquired in step (5) is transmitted to the branch office 10. As a result, the telephone connection unit 15 of the branch 10 automatically dials using the telephone number. (7) The telephone connection unit 22 on the monitoring device side that has transmitted the telephone connection request message refers to the automatic machine status flag 27, and if it is on (fault), the telephone number transmitted to the customer telephone 14 is the fault response telephone 20.
Notifying the control device 5 that the connection is x, the control device 5 displays in the message area of the monitor screen x of the display device 2x that the telephone connection is for a fault, and switches the monitor screen x to the monitor screen a. indicate.

As a result, the monitor 2a is displayed on the display device 2x.
You can answer the customer phone 14 while watching. In addition,
At the time of reception, as described above, the detailed screen shown in FIG. 6 is displayed by instructing the branch in the monitoring screen a, and the detailed screen shown in FIG. 7 is displayed by instructing the automatic machine ID in the detailed screen. It can be displayed on the device 2x. (8) Subsequently, the telephone connection unit 22 refers to the connection waiting state file 25, and if there is no customer telephone 14 in the waiting state, turns off the waiting state flag 28 and ends the processing. (9) In step (4), if all the fault-response telephones are in use, file the customer telephone information (telephone number, linking automatic machine ID, etc.) in the connection waiting information file 25, and set the waiting state flag. Turn on 28. (10) In step (2) above, the automatic machine to be linked 12
If it is normal, the automatic machine status flag 27 is turned off (normal), (11) the telephone usage status file 24 is searched to see if the regular telephone 20 is in use, and (12) there is an available regular telephone 21. For example, after obtaining the telephone number, the process of step (6) is performed. (13) Then, the control device 5 displays in the message area of the monitor screen that is linked to the normal telephone 21. (14) In step (1), when the state change of the customer telephone is hook-on (end of call), the waiting state flag 28 is referred to, and if there is the customer telephone 14 in the waiting state, the processing from step (2) onward is performed. Perform connection processing. Waiting Customer Phone 14
If there is not, it ends as it is.

As described above, when a failure occurs in the automatic machine 12, the customer telephone 14 linked to the automatic machine 12 is connected to the trouble-response telephone.
While automatically connecting to any of 20a to 20x, the monitor screen is automatically changed to the monitor screen of the display device linked to the fault-corresponding telephone 21 to which the monitor screen is connected, so that it is possible to respond while watching the monitor screen. Further, in the normal case, the telephone is normally connected to the telephone 20, so that the customer telephone having the failure is not kept waiting.

(Second Embodiment) FIG. 4 is a block diagram of the second embodiment, FIG. 5 is an operation flow chart of the second embodiment, FIG. 6 is a diagram showing an example of a detailed screen, and FIG. 7 is a detail. It is a figure showing an example of a screen.

In this embodiment, a detailed screen as a monitor screen
In addition to displaying the status of the VI device on the detail screen,
An example in which the handset of the VI device is switched to the handset of the customer telephone when a failure occurs while the VI device is in use will be described.

In FIG. 4, reference numeral 30 denotes a terminal control adapter, which monitors the status of the VI device 33 and monitors the status.
And a telephone connection section 32 including a customer telephone section excluding the handset, which performs a telephone connection control with the monitoring device 1.

Reference numeral 33 is a VI device excluding the voice output portion, 35 is a handset of the VI device 33, 36 is a handset of a customer telephone, and a switch 34 is the handset 35 of the VI device 33 or a telephone connection section.
Switch to 32. The switch 37 connects the handset 36 to the telephone connection 32 when the handset 35 is connected to the VI device 33, and calls the handset 36 when the handset 35 is connected to the telephone connection 32. Disconnect from connection 32.

Reference numeral 38 is an automatic machine status file provided in the monitoring device 1, and the status of the VI device is filed corresponding to the automatic machine ID. Then, the control device 7 inserts the VI device state in the detail screen and the detail screen as described later.

The operation when the VI device 33 having the above configuration is used will be described with reference to FIG. (1) When the handset 35 of the VI device 33 is hooked off, operation guidance is started. At this time, the notification unit 31 transmits the VI device busy message to the monitoring device 1. (2) As a result, the control device 7 files "in use" in the automatic machine status file 38 in correspondence with the automatic machine ID.

The detailed screen of FIG. 6 shows the automatic machine status of a certain branch office 10. When the VI device 33 is in use, VI is displayed in the status item of the automatic machine. A circle mark in this column indicates that the VI device is normally used. In addition,
In the figure, the display of "obstacle" indicates the occurrence of trouble.

FIG. 7 shows an example of a detailed screen corresponding to the automatic machine. The detailed screen is displayed by pointing the automatic machine ID on the screen of FIG. 6 with the mouse of the input unit 4a. Here, in the entry field of the processing mode, “Payment” is conventionally displayed, but in the present embodiment, “VI” is added in the case of the payment operation by the VI device 33. (3) Here, when an abnormality occurs in the VI device 33, the notification unit 31 transmits the VI abnormal message to the monitoring device 1. (4) As a result, the control device 5 stores the VI abnormality in the automatic machine state file 38, and displays the "VI" display of the processing mode of FIG. 6 in a special color display, for example, a yellow display, to alert the operator. At the same time, "VI abnormality" is displayed in the confirmation content column.

From the above, it becomes clear to the observer whether or not the VI device 33 is currently used, and in the case of an abnormality, which processing mode the abnormality occurred in and what the failure content is, When there is a call from the customer's phone, it is possible to recognize the visually impaired person and take a very detailed response.

Of course, the same effects can be obtained by displaying the "VI in use" and "VI abnormal" displays in the status column of the monitoring screen shown in FIG. (5) Next, when the VI abnormality occurs, the handset 35 of the VI device 33 is switched to the handset 36 of the customer telephone.

First, the VI device 33 issues a message such as "I can't handle it. I'll connect to the staff. Please wait without hanging up the phone." To notify you.

Subsequently, the telephone connection unit 32 is a switch 34, a switch.
By controlling 37, the handset 35 is switched to the telephone connection unit 32, and at the same time, a hook-off notification message is notified to the monitoring device 1. (6) As a result, the monitoring device 1 responds with the telephone number to be connected as shown in the first embodiment. (7) The telephone connection unit 32 dials this telephone number.

As described above, since the VI device user automatically switches to the customer telephone when a failure occurs, there is no need to make the customer telephone. As described above, it becomes possible to facilitate the connection in the normal use of the automatic machine and the use of the faulty telephone in the use of the VI device to promptly respond.

[0051]

As described above, in the fault telephone device of the present invention, the telephone call on the monitoring side is provided with the fault telephone and the regular telephone, and the telephone linked to the faulty automatic machine is connected to the fault telephone. VI Monitor the device status, VI
When a failure occurs when using the device, it has means for automatically switching the VI device to a customer telephone, so that it is suitable for both ordinary customers and visually impaired people quickly and appropriately when a failure occurs. The effect that can be connected to the telephone.

[Brief description of drawings]

FIG. 1 is a principle diagram of the present invention.

FIG. 2 is a configuration diagram of a first embodiment.

FIG. 3 is an operation flowchart of the first embodiment.

FIG. 4 is a configuration diagram of a second embodiment.

FIG. 5 is an operation flowchart of the second embodiment.

FIG. 6 is a diagram showing an example of a detailed screen.

FIG. 7 is a diagram showing an example of a detailed screen.

FIG. 8 is a block diagram of a conventional example

FIG. 9 is a diagram showing an example of a monitoring screen

[Figure 10] Diagram showing an example of a telephone connection screen

[Explanation of symbols]

1 Monitoring device 2a, 2x
Display 3a, 3x Disability phone 4a, 4x
Input unit 5 Control device 7 Control device 10 Branch 11 Terminal control adapter 12 Automatic machine 13 VI device 14 Customer telephone 20, 20a, 20x Fault-response telephone 21, 21a,
21x Normal phone 22 Telephone connection 23 Automatic machine status file 24 Telephone usage status file 25 Connection waiting information file 26 Phone number / monitor screen compatible file 27 Automatic machine status flag 28 Waiting status flag 30 Terminal control adapter 31 Notification section 32 Telephone connection Part 33 VI device 34 Switcher 35 VI device handset 36 Customer handset 37 Switcher 40 Monitoring device 41 Automatic machine 42 Second
Connection part 43 1st connection part 44 Telephone for trouble handling 45 Telephone for normal use 46 1st
Telephone of 47 Second telephone

Claims (3)

[Claims] 1. A first telephone set (46) linked to an automatic machine (41) for performing a predetermined process by a customer operation, and monitoring the automatic machine when the first telephone set is hooked off. The first connection part (43) on the automatic machine side, which sends a hook-off notification to the monitoring device (40), and dials the telephone number destination notified back by the monitoring device, and a plurality of devices provided on the monitoring device side. Second telephone (47) and a second connection unit (4) on the monitoring device side for notifying one of the second telephones by the hook-off notification and notifying its telephone number.
2) and a fault telephone device, wherein the plurality of second telephone sets (47) are assigned to either one of the fault handling telephone set (44) and the normal telephone set (45), The second connection unit (42) searches the state of the corresponding automatic machine by the hook-off notification, and when the automatic machine is in a failure state, notifies the telephone number of the failure-handling telephone to the automatic machine side, A faulty telephone device for notifying the telephone number of the normal telephone when the automatic machine is normal. 2. A monitoring device for monitoring an automatic machine equipped with a voice interface for voice operation guidance, characterized in that the state of the voice interface is displayed on a monitoring screen. apparatus. 3. A first device corresponding to an automatic machine equipped with a voice interface for voice operation guidance via a handset.
Second telephone and a monitoring device for monitoring the automatic machine
If a fault occurs while using the voice interface in the faulty telephone device that connects to the telephone of
A faulty telephone device, wherein the handset is switched to the handset of the first telephone, and a telephone connection unit for connecting the first telephone and the second telephone is provided.