JP5165948B2 - Fault monitoring system for automatic contract machine - Google Patents

Description

  The present invention relates to a fault monitoring system for an automatic contract machine, and more particularly to a fault monitoring system for an automatic contract machine that enables optimum system operation according to the content of a fault that has occurred in the automatic contract machine.

  In recent years, automatic contract work using an automatic contract system has become widespread in financial institutions. The automatic contract system includes an automatic contract machine, a reception terminal, and a reception server that are installed at remote locations. In the automatic contract machine, the customer fills in the application form, presents it, and presents the certificate. At the reception terminal, the contents of the application form and certificate presented by the customer are confirmed and the contract is examined. Further, the reception server searches for reception terminals that can be received when the customer visits the store, and assigns automatic contract machines and reception terminals.

  When a failure occurs in the automatic contract machine, the content of the failure is notified to the reception terminal. The notification destination is a reception terminal that is a preset priority assignment destination. When a failure is notified to the receiving terminal, the receiving terminal that has received the notification executes the recovery process of the automatic contract machine that is the target of the failure. For this reason, the receiving terminal automatically performs the process until the recovery process is completed. The transaction business with the contract machine cannot be executed.

  Increase the number of automatic contract machines in order to expand opportunities to acquire customers such as loan lenders, but the number of reception terminals is the average number of transactions of automatic contract machines per day or installed at the reception center. Considering the space and labor costs for the operator who operates the reception terminal at the time of transaction, it is operated in a smaller number than the automatic contract machine.

  As a technique related to the above, Patent Document 1 discloses that the failure rate of an automatic contract machine is reliably grasped, the failure information is accumulated, and the failure occurrence tendency is examined to improve the operation rate of the automatic contract machine. A monitoring system for a contract terminal that contributes to system improvement is described.

  Patent Document 2 describes a remote monitoring system that reliably isolates failures in network devices such as TAs (Terminal Adapters), DSUs (Digital Service Units), routers, and switching hubs, and reduces failure detection time. Yes.

JP 2002-183464 A JP 2005-236369 A

  In the case of a fault in a conventional automatic contract machine, all faults that occur in the automatic contract machine are notified to the priority assignment receiving terminal, and the receiving terminal that has received the fault notification is engaged in fault recovery work. End up. For this reason, transactions cannot be executed with other automatic contractors that are not faulty and are assigned priority to reception terminals that handle failures, and transactions are transferred to other reception terminals by the reception server and executed. Will do.

  However, if the other reception terminals are also in a state where the transaction cannot be accepted, there is no reception terminal to be allocated, and therefore the automatic contract machine cannot execute the transaction until an empty reception terminal is generated. As a result, there is a problem that loss of contract opportunities with customers occurs, and there is a demand for the introduction of an automatic contract system that minimizes profit loss for users.

  In Patent Document 1, an attempt is made to improve the system, such as improving the operating rate of the automatic contract machine by accumulating fault information of the automatic contract machine and analyzing the tendency of occurrence of the fault. Yes, it is not a method for dealing with failures.

  Patent Document 2 is a remote monitoring system that can reliably isolate a failure of a device and shorten a failure detection time, but is a method specialized for failure detection, depending on the failure content. It is not a technology that aims to enable optimal system operation.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a fault monitoring system for an automatic contract machine that can prevent the loss of a contract opportunity with a customer who has visited the automatic contract machine when a fault occurs by reducing the load on the reception terminal due to the reception of fault information. Is to provide.

To achieve the above object, fault monitoring system of an automatic contract machine of the present invention is connected in the installed terminals and lines Receptionist the remote center, said in order to perform a contract transactions between the customer a plurality of automatic contract machine for guiding the operation of the customer in accordance with an instruction from the reception terminal, an automatic contract machine having a reception server for performing a connection process for executing transactions with receiving terminal with the said automatic contract machine In the failure monitoring system, the reception server includes a communication unit that receives failure information indicating a failure content of the automatic contract machine from any of the automatic contract machines, and a failure indicated in the failure information received by the communication unit. A determination unit that determines whether or not the content is recoverable by the reception terminal; and when the determination unit determines that the failure content is not content that can be recovered by the reception terminal; The transaction contents was done with serial automatic contract machine, by taking over the other automatic contract machine, which is not failed, be configured to include a control unit to continue the transaction in the automatic contract machine it can.

Further, the failure monitoring system for the automatic contract machine further includes a monitoring terminal for monitoring a failure status of the automatic contract machine, and the determination unit determines that the failure content indicated in the failure information is recoverable. The communication unit transmits the failure information to the reception terminal, and when the determination unit determines that the failure content indicated in the failure information is not recoverable, the communication unit sends the failure information to the monitoring terminal. It can be configured to transmit .

  According to the present invention, the notification load on the reception terminal can be reduced by allocating the notification destination of the failure information to devices other than the reception terminal in accordance with the failure content of the automatic machine.

  Next, the best mode for carrying out the present invention will be described based on the following embodiments with reference to the drawings.

FIG. 1 is a diagram illustrating a configuration example of the failure monitoring system 100.
The failure monitoring system 100 is, for example, a system of a loan lender (user), and includes an automatic contract machine 1, a reception terminal 2, an automatic contract reception server 3, and a monitoring terminal 4.
The automatic contract machine 1 is provided in a contract corner of an automatic contract booth installed on a street corner, and an automatic contract device that allows a customer to contract in an unattended environment where there is no operator and to issue a card according to the contract content. It is. In this contract procedure, the customer performs the operation by the guidance guidance on the screen of the contract machine. However, in actuality, the operator guides the operation through the reception terminal 2 installed in the remote operator center. Do. The reception terminal 2 is a device that is installed in the operator center and receives a contract by the operator and the examiner. The reception terminal 2 confirms the contract contents of the customer who makes a contract with the automatic contract machine 1, and guides and guides the contract procedure.

  The reception server 3 is installed in the user's server room, and remotely executes the power operation of the automatic contract machine 1 and manages the state of the automatic contract machine 1 and the reception terminal 2. In addition, when a customer performs a procedure on the automatic contract machine 1, the receiving terminal 2 that receives the procedure is assigned. The monitoring terminal 4 is installed in the operator center like the reception terminal 2 and can monitor and view the failure occurrence status of the automatic contract machine 1.

FIG. 2 is a diagram illustrating a configuration example of each device constituting the failure monitoring system 100.
The automatic contract machine 1 includes a control unit 16, a communication control unit 17, a card processing unit 18, a customer guidance display unit 19, an input operation unit 20, a form processing unit 21, a voice input / output unit 22, and a storage unit 23. .
The control unit 16 controls peripheral devices.

  The communication control unit 17 communicates by connecting to the reception terminal 2 and the reception server 3 installed at remote locations. The card processing unit 18 reads and writes the card 61 inserted by the customer and issues a new card. The card processing unit 18 transmits information read from the card 61 inserted by the customer to the control unit 16. The information received from the control unit 16 is written into or stored in the card 61.

  The customer guidance display unit 19 guides the procedure by displaying the screen when the customer performs the contract procedure. The input operation unit 20 is an input device for inputting information by a customer in a contract procedure, and includes a key top as an example. The form processing unit 21 reads a form 62 (for example, a license, passport, insurance card, etc.) owned by the contractor necessary for the contract and processes the issuance of the contract, and forms information on the individual necessary for the contract. 21 and transmitted to the reception server 3 and the reception terminal 2 via the storage unit 23 or the communication control unit 17.

  The voice input / output unit 22 is a device that allows a customer to directly talk with an operator during a contract procedure. The storage unit 23 stores programs and initial data necessary for the operation of the automatic contract machine 1. Further, according to the situation, the contents of the contract with the customer and information necessary for the contract are also stored.

  The reception terminal 2 is basically composed of a general-purpose personal computer main body and a display, and is activated by a dedicated program related to a customer contract, and includes a control unit 10, a communication control unit 11, a display unit 12, and an input operation. Part 13, voice input / output part 14 and storage part 15.

  The control unit 10 controls peripheral devices. Further, in accordance with the failure recovery status of the automatic contracting machine 1 in which a failure has occurred, control is performed so that the transaction contents up to the time of the failure take over to another automatic contracting machine 1 in which no failure has occurred.

  The communication control unit 11 communicates by connecting to the automatic contract machine 1 and the reception server 3 installed in a remote place. The display unit 12 displays the contract contents of the customer and the video from the camera installed in the unattended corner. The input operation unit 13 is an operation unit for inputting information using a keyboard, a computer mouse, and a pen-type input unit. The voice input / output unit 14 is a device that allows the customer to directly talk with the customer during the contract procedure. Moreover, it is possible to judge the status of the customer's contract procedure by outputting voice and sound effects from the voice input / output unit 14 as necessary. The storage unit 15 stores programs and initial data necessary for the operation of the reception terminal 2. Further, according to the situation, the contents of the contract with the customer and information necessary for the contract are also stored.

  The reception server 3 is a device having a function of assigning a reception terminal 2 to be operated by an operator so that a procedure using a communication line is possible when a customer performs an operation on the automatic contract machine 1. It comprises a control unit 5, a communication control unit 6, an acceptance status information DB 7 and a storage unit 8.

  The control unit 5 controls peripheral devices. The communication control unit 6 communicates by connecting to the automatic contract machine 1 and the reception terminal 2. The reception status information DB 7 is a database that stores the status of the automatic contract machine 1 and the reception terminal 2 and the contract content, and also stores the contract content with the customer and various information necessary for the contract. If necessary, information requested from the automatic contract machine 1 and the reception terminal 2 is extracted and transmitted to the control unit 5, and in some cases, information received from the control unit 5 is stored.

  The storage unit 8 stores programs and initial data necessary for the operation of the reception server 2. The determination unit 51 is a failure that can be recovered by the reception terminal 2 based on the failure content of the automatic contract machine 1 received from the automatic contract machine 1 or the operating load of the reception terminal 2 associated with the connection with the automatic contract machine 1. It is determined whether or not.

  The monitoring terminal 4 is composed of a general-purpose browser 9, and the failure that cannot be recovered from the reception terminal 2 among the failures that occur in the automatic contract machine 1 and that are notified to the reception server 3 is received via the general-purpose browser 9. You can refer to it. The failure data is extracted from the reception status information DB 7 of the reception terminal 2.

  Next, processing by the failure monitoring system 100 when a failure occurs in the automatic contract machine 1 will be described.

  3 and 4, the flow of processing by the failure monitoring system 100 when a failure occurs in the automatic contract machine 1 in a state where the automatic contract machine 1 and the reception terminal 2 are connected and a transaction with a customer is being executed. Indicates.

  First, when a failure occurs in the automatic contract machine 1 while executing a transaction with a customer, the automatic contract machine 1 notifies the reception server 3 of the failure content through the communication control unit 17. The reception server 3 that has received the failure content through the communication control unit 6 determines whether the failure can be recovered by the automatic contract reception terminal 2 from the received failure content by the determination unit 51.

  FIG. 3 is a diagram illustrating a flow of processing when the determination unit 51 determines that the failure can be recovered by the reception server 3. When a failure occurs in the automatic contract machine 1-1, the automatic contract machine 1-1 notifies the reception server 3 of the content of the failure (S301). When the reception server 3 determines that the failure can be recovered, the reception server 3 transmits the failure content received from the automatic contract machine 1-1 to the reception terminal 2 connected to the automatic contract machine 1-1. (S302).

  The reception terminal 2 that has received the failure content displays the failure content and a recovery processing button corresponding to the failure content such as reset or restart on the display unit 12. After the operator confirms the failure content, a recovery process suitable for the failure content is executed (S303). After the failure recovery process is completed, the automatic contract machine 1-1 can resume the transaction from the stage before the failure occurs.

  On the other hand, if it is impossible to recover from the reception terminal 2 and it cannot be recovered without arranging maintenance workers at the booth where the automatic contract machine 1-1 is installed, the transaction contents up to the point of failure will be separated. By taking over to the automatic contract machine 1-2, the transaction on the automatic contract machine 1-2 can be resumed instead of the automatic contract machine 1-1 (S304).

FIG. 4 is a diagram showing the flow of processing when the determination unit 51 determines that the failure cannot be recovered by the reception server 3.
When a failure occurs in the automatic contract machine 1-1, the automatic contract machine 1-1 notifies the reception server 3 of the failure content (S401). If the reception server 3 determines that the failure cannot be recovered, the reception server 3 transmits the failure content received from the automatic contract machine 1-1 to the monitoring terminal 4 (S402). At the same time, the contents of the failure are notified to the reception terminal 2 connected to the automatic contract machine 1-1 (S403).
The monitoring terminal 4 that has received the failure content displays the failure content on the general-purpose browser 9. After confirming the content of the failure by the operator, a measure suitable for the content of the failure, such as arranging a maintenance worker at the booth where the automatic contract machine 1-1 is installed, is executed (S404).

  After the failure recovery process is completed, the automatic contract machine 1-1 can resume the transaction from the stage before the failure occurs. However, in the situation where recovery from the reception terminal 2 is impossible and recovery is not possible unless a maintenance worker is arranged at the booth where the automatic contract machine 1-1 is installed, the transaction contents up to the point of failure will be separated. By taking over to the automatic contract machine 1-2, the transaction on the automatic contract machine 1-2 can be resumed instead of the automatic contract machine 1-1 (S405).

  5 and 6, the fault monitoring system 100 when a fault occurs in the automatic contract machine 1 when the automatic contract machine 1 and the reception terminal 2 are not connected and the automatic contract machine 1 is waiting for a customer to come to the store. Shows the flow of processing.

First, when a failure occurs in the automatic contract machine 1 while the automatic contract machine 1 is waiting for a visit to the store, the automatic contract machine 1 notifies the reception server 3 of the failure content through the communication control unit 17. The reception server 3 that has received the failure content through the communication control unit 6 determines whether the failure can be recovered by the automatic contract reception terminal 2 from the received failure content by the determination unit 51.
It is a figure which shows the flow of a process when it is discriminate | determined as a failure which can be recovered in the server. When a failure occurs in the automatic contract 1, the automatic contract machine 1 notifies the content of the failure to the reception server 3 (S501).

  If the reception server 3 determines that the failure can be recovered, the reception server 3 transmits the failure content received from the automatic contract machine 1 to the reception terminal 2 that is a preset priority assignment destination (S502). . The reception terminal 2 that has received the failure content displays the failure content and a recovery processing button corresponding to the failure content such as reset or restart on the display unit 12. After the operator confirms the failure content, a recovery process suitable for the failure content is executed (S503).

  After completion of the failure recovery process, the automatic contract machine 1 returns to the waiting state for the store before the failure occurs. However, if recovery from the reception terminal 2 is impossible, another measure such as arranging a maintenance worker at the booth where the automatic contract machine 1 is installed is performed.

  FIG. 6 is a diagram illustrating a process flow when the determination unit 51 determines that the failure cannot be recovered by the reception server 3.

  When a failure occurs in the automatic contract machine 1, the automatic contract machine 1 notifies the reception server 3 of the content of the failure (S601). If the reception server 3 determines that the failure cannot be recovered, the reception server 3 transmits the content received from the automatic contract machine 1 to the monitoring terminal 4 (S602).

  The monitoring terminal 4 that has received the failure content displays the failure content on the general-purpose browser 9. After confirming the content of the failure by the operator, a measure suitable for the content of the failure, such as arranging a maintenance worker at the booth where the automatic contract machine 1 is installed, is executed (S603). After completion of the failure recovery process, the automatic contract machine 1 returns to the waiting state for the store before the failure occurs.

According to the present embodiment, the reception server 3 determines whether or not failure recovery at the reception terminal 2 is possible according to the failure content of the automatic contract machine 1, and the failure that cannot be recovered is transferred to the automatic contract machine monitoring terminal 4. Since it is possible to notify only the recoverable failure to the reception terminal 2, it is possible to reduce the notification load on the reception terminal 2 as compared with the conventional case.

  Even when the failure recovery process notified to the reception terminal 2 fails, the automatic contract machine 1 in which the failure has occurred is transferred from the automatic contract machine 1 in which the failure has occurred to the time when the failure occurs. Since the transaction contents can be taken over, the transaction can be resumed without stopping the transaction with the customer. Therefore, the loss of the contract opportunity of the customer who visited the automatic contract machine 1 can be avoided.

  In the present embodiment, the example of recovery when a failure occurs in the automatic contract machine 1 has been described. However, the present invention can also be applied to a case where a failure occurs in the reception terminal 2.

  When the reception server 3 does not exist, the automatic contract machine 1 may have a determination unit 51 included in the reception server 3.

  The present invention is not limited to the specifically disclosed embodiments, and various modifications and changes can be made without departing from the scope of the claims.

It is a figure which shows the structural example of the failure monitoring system by the Example of this invention. It is a figure which shows the structural example of the automatic contract machine and host by the Example of this invention. It is a figure which shows the process at the time of the automatic contract machine failure | failure generation | occurrence | production (during transaction and recovery possible) by the Example of this invention. It is a figure which shows the process at the time of the automatic contract machine failure | failure generation | occurrence | production (it is dealing and cannot be restored) by the Example of this invention. It is a figure which shows the process at the time of the automatic contract machine failure generation (waiting for a store visit / restoration possible) by the Example of this invention. It is a figure which shows the process at the time of the automatic contract machine failure generation by the Example of this invention (waiting for a store visit / restoration impossible).

Explanation of symbols

1: automatic contract machine, 2: reception terminal, 3: reception server, 4: monitoring terminal, 5: control unit (reception server), 6: communication control unit (reception server), 7: reception state information DB, 8: storage Part (reception server), 9: general-purpose browser, 10: control part (reception terminal), 11: communication control part (reception terminal), 12: display part, 13: input operation part (reception terminal), 14: voice input / output Unit (reception terminal), 15: storage unit (reception terminal), 16: control unit, 17: communication control unit, 18: card processing unit, 19: customer guidance display unit, 20: input operation unit, 21: form processing unit 22: Voice input / output unit, 23: Storage unit, 51: Discrimination unit.

Claims (2)

Are connected by remote receiving terminal with installed in the center and the line, a plurality of automatic contract machine for guiding the operation of the customer in accordance with instructions from the reception terminal in order to perform a contract transactions between the customer, In a fault monitoring system for an automatic contract machine having a reception server for performing a connection process for executing a transaction between the reception terminal and the automatic contract machine,
The reception server is
A communication unit that receives failure information indicating a failure content of the automatic contract machine from any of the automatic contract machines;
A determination unit that determines whether or not the failure content indicated in the failure information received by the communication unit is content that can be recovered by the reception terminal;
If the determination unit determines that the failure content is not recoverable by the receiving terminal, the transaction content that has been performed in the automatic contract machine until the time of the failure is changed to another automatic contract machine in which no failure has occurred. A failure monitoring system for an automatic contracting machine , comprising: a control unit that continues the transaction in the automatic contracting machine by taking over . The fault monitoring system for the automatic contract machine further comprises a monitoring terminal for monitoring the fault status of the automatic contract machine,
When the determination unit determines that the failure content indicated in the failure information is recoverable, the communication unit transmits the failure information to the reception terminal, and the determination unit indicates the failure indicated in the failure information. 2. The fault monitoring system for an automatic contract machine according to claim 1 , wherein when it is determined that the content is not recoverable, the communication unit transmits the fault information to the monitoring terminal .

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