JP5822763B2 - Alternative user device guidance method - Google Patents

Description

  The present invention relates to a technique for dealing with a failure occurring in an apparatus such as an automatic teller machine (ATM). In particular, the present invention relates to a technique for guiding users to use other devices.

  Currently, transactions using ATMs are conducted. Patent Documents 1 and 2 disclose a technique in which, when a failure or a failure occurs in an ATM, the operator is contacted, and recovery and guidance to another ATM are performed by a remote device at the operator. In Patent Document 1, when a transaction is temporarily suspended due to a failure or the like, a map of a store that can perform this transaction is displayed, and if it takes a long time for recovery, the transaction can be continued to another displayed store. Technology is disclosed. Patent Document 2 discloses a technique for dealing with an ATM of a specific financial institution in the event of a money shortage or an emergency in an ATM corner provided with ATMs of a plurality of financial institutions. That is, it is disclosed to guide to another ATM.

JP-A-5-67131 JP 2008-84166

  However, in Patent Documents 1 and 2, there is no particular consideration for the guidance destination ATM, and there is a possibility that a plurality of users may concentrate from the failure ATM. When guidance and guidance to a certain ATM are concentrated, a shortage of money as in Patent Document 2 may occur at the ATM of the guidance destination (guidance destination).

  Therefore, in the present invention, the guidance destination devices (ATMs) are distributed. More specifically, devices that are candidates for guidance are grouped and managed, and the guidance status (for example, the number of people) is recorded for each of these devices, and the guidance device is specified in consideration of this guidance status. Is. At this time, as the grouping, grouping based on the moving distance and time is also included in the present invention.

  ADVANTAGE OF THE INVENTION According to this invention, the apparatus of a guidance destination can be disperse | distributed and it becomes possible for a user to continue a transaction more smoothly as a whole.

It is a system configuration figure of one example of the present invention. It is a flowchart which shows the process in one Example of this invention. It is FIG. (1) which shows ATM management DB in one Example of this invention. It is FIG. (2) which shows ATM management DB in one Example of this invention.

  Hereinafter, an embodiment of the present invention will be described with reference to the drawings. In this embodiment, an automatic teller machine (ATM) will be described as an example. ATMs are distributed at a plurality of bases such as branch offices in a financial institution. In addition, if an ATM failure occurs (for some reason, such as paper jam, the device cannot be used or the service cannot be provided), the operator can contact the operator using a telephone installed at the ATM. By coordinating with, the status of each ATM can be grasped. A block diagram showing this is shown in FIG.

  In this embodiment, each ATM is connected to the ATM monitoring server 20 and the operator terminal 10 that manage the ATM via a network. Further, the processing described below is executed by these devices using a calculation unit such as a CPU according to a program. In executing these processes, the ATM management DB shown in FIGS. 3 and 4 (each table constituting the ATM management DB) is used.

  Hereinafter, the processing contents of the present embodiment will be described with reference to a flowchart (FIG. 2). First, the premise will be described. As a premise, the operator receives a notification from the user that a failure has occurred using a telephone set in ATM 30 (hereinafter referred to as a failure ATM). Alternatively, in parallel with the telephone call, the ATM monitoring server 20 receives information indicating the failure from the failure ATM 30, and based on this, notifies the operator terminal 10 of the occurrence of the failure. Thereby, the operator terminal 20 can display a list of fault ATMs in which faults have occurred. Based on this display, when the fault ATM handled by the operator is selected on the screen, the ID of the selected fault ATM and the ID of the operator are transmitted from the operator terminal 10 to the ATM monitoring server 20.

  The ATM monitoring server 20 registers the transmitted ATM ID in association with the operator ID in the ATM status management table 50 included in the ATM management DB shown in FIG. As a result, the person in charge of the fault ATM 30 is specified.

Hereinafter, each step of the flowchart will be described with reference to FIG.
First, in s101, the operator terminal 10 transmits an inquiry request for the fault ATM 30 to the ATM monitoring server 20 in accordance with an operation from the operator.
s201: The ATM monitoring server 20 searches for a neighboring ATM of the failed ATM 30 from the neighboring ATM group table 60 constituting the ATM management DB in response to the transmitted inquiry request. In the neighborhood ATM group table 60, as shown in FIG. 3, the ID of the neighborhood ATM with the ATM is recorded in association with each ATM (ID). In this embodiment, the one corresponding to the failure ATM 30 is specified from now on.

  Next, in s202, the ATM monitoring server 20 uses the ATM status management table 50 to identify the ATM status searched in s201. The status here indicates an operating status (whether or not operating) in the ATM and a guidance status (number of people, number of times of guidance, etc.) from another ATM. Then, an ATM whose condition satisfies a predetermined condition is specified as a guidance candidate ATM. Here, the predetermined condition is in operation, and the number of guides is a certain number or less. In addition, it may be used whether the number of guides is a certain number within a predetermined time, or whether a certain time has passed since the last guidance.

  Next, in s203, the ATM monitoring server 20 uses the inter-ATM movement distance table 70 constituting the ATM management DB shown in FIG. 4 to determine the distance or time from the fault ATM 30 for each guidance candidate ATM specified in s202. Is calculated. In this calculation, the guidance candidate ATM is set as the “reference ATM” in the table, and the “target ATM” is calculated as the failure ATM 30 (or vice versa). Then, the ATM monitoring server 20 transmits the calculated distance or time to the operator terminal 10. In addition, about this movement distance table 70 between ATM, time may be used in addition to distance, and time may be used instead of distance.

In response to this, in step s102, the operator terminal 10 displays the guidance candidate ATM including the transmitted distance and time. In step s103, the selection from the displayed operator is accepted, and the ID of the selected guidance candidate ATM is transmitted to the ATM monitoring server 20.
At this time, the operator contacts the user of the fault ATM 30 using the telephone regarding the selected guidance candidate ATM (hereinafter referred to as guidance ATM). Then, the operator terminal 10 transmits to the ATM monitoring server 20 including the answer contents (inquiry). This inquiry is in accordance with input by voice over the telephone and input using an input device such as a keyboard from the operator.

  Next, in s204, the ATM monitoring server 20 registers an inquiry including the ID of the selected guidance candidate ATM in the inquiry history table 80 constituting the ATM management DB. FIG. 4 shows this content. This records response time, failure ATM (ID) and guided guidance ATM in association with each other.

  Next, in s205, it is determined whether to reflect the contents registered in the inquiry history table. Since this reflection is performed by so-called batch processing, it is preferable that this determination is made by detecting whether it is time for batch processing. In addition, it may be configured such that a certain amount of inquiry history information is recorded, or an instruction from an administrator or the like is followed.

  As a result, when it is determined that the determination is necessary in s205, the process proceeds to step s206. If it is determined unnecessary, the process is continued. In step 206, a reflection process is executed for the inquiry history recorded in the inquiry history table 80 since the previous reflection. That is, for the “neighbor ATM” in the interview history recorded since the previous reflection, the recorded number is added to the number of persons in the ATM status management table 50. As a result, the number of guides in the ATM status management table 50 is updated. Using this result, the confirmation process of s202 is executed at the next guidance. In addition, about the ATM status management table, information indicating whether or not the number of guides is equal to or more than the above-mentioned fixed number may be recorded together.

  In s207, the ATM monitoring server 20 determines whether a predetermined condition is satisfied for the failure of the failure ATM 30. The predetermined condition may be that a certain time has elapsed from the answer time in the inquiry history table 80 or that the failure ATM 30 is recovered. Moreover, you may use what was satisfy | filled earlier in time combining these. If this condition is satisfied, the process proceeds to s208. If not satisfied, the process is continued.

  Finally, in s208, the contents of the ATM status management table 50 are reset for the guidance status related to the fault ATM 30 that satisfies the predetermined condition of s207.

  Above, description of a present Example is complete | finished. This process (particularly, s202) makes it possible to suppress the concentration of guidance to a specific ATM when a failure occurs.

10 ... operator terminal, 20 ... ATM monitoring server, 30 ... failure ATM

Claims (3)

Alternative user device guidance for executing processing for guiding an alternative user device for user devices installed at each of a plurality of locations using an operator terminal connected to the user device and a user device monitoring server In the method
The operating status management table that records the number of persons or the number of times that the user device is guided in advance as the alternative user device, and each of the user devices and the movement distance and time between the user devices. Record in the recording device a device group table that records a grouping user device having a proximity relationship indicating that at least one is within a certain range ,
The user device monitoring server is
In response to a request from the operator terminal, search for a grouping user device having the proximity relationship with a failure user device in which a failure has occurred,
Identify the status of the grouping user device that has been searched, identify the grouping user device that satisfies the condition that the number of times or the number of times the identified status has been guided is a certain number or less as a guidance candidate user device, and specify For each of the guidance candidate user devices that have been calculated using the pre-stored user device distance table, to calculate the distance or travel time to the failure user device,
An alternative usage selected from the guidance candidate user device using the operator terminal by presenting the identified guidance candidate user device and the distance or travel time to each guidance candidate user device to the operator terminal. An alternative user device guidance method characterized in that, for a user device, a reflection process is performed in which addition is performed for the number of persons or the number of times the status of the operation status management table is guided. The alternative user device guidance method according to claim 1,
The operating status management table further records information indicating whether each of the user devices is operating as the status,
The user device monitoring server further uses that the user device is in operation as the predetermined condition. In the alternative user guidance method according to claim 1 or 2,
The alternative user device guidance method, wherein the user device monitoring server executes the reflection process every predetermined time.

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