CN106713048A - Fault response method and system - Google Patents
Fault response method and system Download PDFInfo
- Publication number
- CN106713048A CN106713048A CN201710041455.1A CN201710041455A CN106713048A CN 106713048 A CN106713048 A CN 106713048A CN 201710041455 A CN201710041455 A CN 201710041455A CN 106713048 A CN106713048 A CN 106713048A
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- server
- fault message
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- target terminal
- fault
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0677—Localisation of faults
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D30/00—Reducing energy consumption in communication networks
- Y02D30/50—Reducing energy consumption in communication networks in wire-line communication networks, e.g. low power modes or reduced link rate
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- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Alarm Systems (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
Abstract
The embodiment of the invention discloses a fault response method and system. The method comprises the following steps: a financial device reports fault information to a server when determining that the financial device itself is faulty, wherein the fault information comprises geographical location information of the financial device; the server receives the fault information; and the server sends the fault information to a corresponding target terminal according to the geographic location information, and the target terminal receives and responds to the fault information. According to the embodiment of the invention, the financial device actively reports own fault information to the server, the server inquires and allocates maintenance personnel, and the maintenance personnel responds in time and maintains the faulty device, so that rapid response to a fault of the financial device is realized, the fault response speed is improved, the period when the device cannot work normally because of the fault is shortened, manual error reporting is avoided, labor cost is greatly reduced, and the user satisfaction of the financial device is improved.
Description
Technical field
The present embodiments relate to finance device maintenance technology, more particularly to a kind of failure response method and system.
Background technology
In financial transaction, through frequently with various types of finance devices.And there is event in use in finance device
It is inevitable to hinder this problem.In the prior art, when finance device breaks down, plant maintenance business typically has two kinds to obtain
Take the mode of fault message：One kind be bank's regulatory authorities active detecting to equipment fault, then notify plant maintenance
Business；Another is that on-site customer finds failure in operation, and plant maintenance business is notified by dialing fixed service calls.
Under both modes, manpower is required to the response of failure and goes to arrange and consult corresponding engineer, be the management of maintenance work
Made troubles with distribution, consume a large amount of human resources, and influence the response speed of failure.
The content of the invention
The embodiment of the present invention provides a kind of failure response method and system, to realize the quick response of finance device failure.
In a first aspect, the embodiment of the invention provides a kind of failure response method, the method includes：
Finance device when itself fail is detected, by fault information reporting to server, wherein, failure letter
Breath includes the geographical location information of the finance device；
The server receives the fault message；
The server is sent to corresponding target terminal the fault message according to the geographical location information, its
In, the target terminal is carried for the attendant of finance device；
The target terminal is received and responds the fault message.
Further, the server is sent to corresponding target the fault message according to the geographical location information
Terminal, including：
The server obtains the location information of multiple candidate terminals, and by acquired location information and the geographical position
Confidence breath is matched；
The server is sent to corresponding target terminal the fault message according to matching result.
Further, the server is sent to corresponding target terminal, bag the fault message according to matching result
Include：
The server obtains the working condition of the corresponding attendant of the multiple candidate terminal；
Working condition of the server according to acquired in and the matching result send to corresponding the fault message
Target terminal.
Further, after the target terminal is received and responds the fault message, also include：
The target terminal receives the maintenance progress msg of attendant's input, and safeguards that progress msg is reported to by described
The server.
Further, the server obtains the working condition of the corresponding attendant of the multiple candidate terminal, including：
The server safeguards that progress msg determines corresponding attendant's according to what the multiple candidate terminal was reported
Working condition；
Working condition of the server according to acquired in and the matching result send to corresponding the fault message
Target terminal, including：
The server will correspondingly attendant's working condition be idle and distance is most short between the finance device
Candidate terminal is defined as target terminal, and the fault message is sent to the target terminal.
Second aspect, the embodiment of the present invention additionally provides a kind of failure response system, and the system includes：Finance device, clothes
Business device and multiple terminals, the terminal are carried for the attendant of finance device.
The finance device includes：
Fault information reporting module, for when detecting finance device and breaking down, by fault information reporting to servicing
Device, wherein, the fault message includes geographical location information；
The server includes：
Fault message receiver module, for receiving the fault message；
Fault message sending module, for being sent to corresponding mesh the fault message according to the geographical location information
Mark terminal, the target terminal is in the multiple terminal；
The terminal, including：
Fault message respond module, for receiving and responds the fault message.
Further, the fault message sending module includes：
Location information acquiring unit, the location information for obtaining multiple candidate terminals, and by acquired location information
Matched with the geographical location information；
Fault information generation unit, for being sent to corresponding target terminal the fault message according to matching result.
Further, the fault information generation unit includes：
Working condition obtains subelement, the working condition for obtaining the corresponding attendant of the multiple candidate terminal；
Fault message transmission sub-unit, believes the failure for the working condition acquired in basis and the matching result
Breath is sent to corresponding target terminal.
Further, the target terminal also includes progress msg reporting module, for being received simultaneously in the target terminal
Respond after the fault message, receive the maintenance progress msg of attendant's input, and safeguard that progress msg is reported by described
To the server.
Further, the working condition obtain subelement specifically for：According to the dimension that the multiple candidate terminal is reported
Shield progress msg determines the working condition of corresponding attendant；
The fault message transmission sub-unit specifically for：Will correspondence attendant working condition for it is idle and with the gold
Melt the most short candidate terminal of distance between equipment and be defined as target terminal, and the fault message was sent to the target end
End.
The technical scheme of the present embodiment, by finance device active reporting faults itself information to server, server is looked into
Attendant is ask and matches, attendant timely responds to and faulty equipment is safeguarded, realizes the fast of finance device failure
Speed response, improves the speed of failure response, the time span that equipment hinders and can not normally use for some reason is shortened, while need not
Manually report an error, be greatly saved human cost, be conducive to improving the satisfaction of finance device user.
Brief description of the drawings
Fig. 1 is a kind of flow chart of failure response method that the embodiment of the present invention one is provided；
Fig. 2 is a kind of flow chart of failure response method that the embodiment of the present invention two is provided；
Fig. 3 is a kind of flow chart of failure response method that the embodiment of the present invention three is provided；
Fig. 4 is a kind of flow chart of failure response method that the embodiment of the present invention four is provided；
Fig. 5 is a kind of flow chart of failure response method that the embodiment of the present invention five is provided；
Fig. 6 is a kind of failure response system structure diagram that the embodiment of the present invention six is provided.
Specific embodiment
The present invention is described in further detail with reference to the accompanying drawings and examples.It is understood that this place is retouched
The specific embodiment stated is used only for explaining the present invention, rather than limitation of the invention.It also should be noted that, in order to just
Part rather than entire infrastructure related to the present invention is illustrate only in description, accompanying drawing.
Embodiment one
Fig. 1 is a kind of flow chart of failure response method that the embodiment of the present invention one is provided, and the present embodiment is applicable to right
When finance device breaks down, the situation for being reported to failure and being responded, the method can be performed by failure response system, the party
Method specifically includes following steps：
S110, finance device when itself fail is detected, by fault information reporting to server.
Wherein, the fault message includes the geographical location information of the finance device.
Wherein, finance device can be ATM (Automatic Teller Machine, abbreviation ATM), self-service
Automatic teller machine (Cash Recycling System, abbreviation CRS) or virtually counter system (Virtual Teller System,
Abbreviation VTS) in any one.Geographical location information can be obtained by the alignment system in finance device, can be longitude and latitude
Coordinate, or specific location expression such as Shenzhen South Mountain Hou Hai main roads 2388.
Preferably, the fault message can also include failure-description information and equipment identity information.Failure-description information
Can be the concrete condition for breaking down, for example, can be the strip module paperboard of ATM.Equipment identity information can be equipment
Numbering etc. can make attendant be accurately positioned the relevant information of faulty equipment.
S120, the server receive the fault message.
Wherein, server can be located at monitoring room, and monitor in real time whether there is each finance device reporting fault information.Due to
Finance device it is large number of, it is possible that the situation that multiple finance device breaks down, using server to each finance
Equipment is monitored, once receiving fault message, subsequent treatment is carried out in time, it is ensured that failure response it is ageing.
S130, the server are sent to corresponding target end the fault message according to the geographical location information
End.
Wherein, the target terminal is carried for the attendant of finance device.
Wherein, in order to faulty equipment can be repaired in time, attendant typically has multiple, general each attendant
A terminal is carried, therefore when fault message is sent, the choosing of receiving terminal (i.e. target terminal) can be carried out according to actual conditions
Select, for example, can select the terminal nearest from faulty equipment as target terminal etc..
S140, the target terminal are received and respond the fault message.
Wherein, after attendant views the fault message that target terminal is received, you can known according to fault message
The general condition of failure, it is also possible to which several maintenance schemes are presetted according to fault message, and go to scene to set failure in time
It is standby to be safeguarded.
The technical scheme of the present embodiment, by finance device active reporting faults itself information to server, server is looked into
Attendant is ask and matches, attendant timely responds to and faulty equipment is safeguarded, realizes the fast of finance device failure
Speed response, improves the speed of failure response, the time span that equipment hinders and can not normally use for some reason is shortened, while need not
Manually report an error, be greatly saved human cost, be conducive to improving the satisfaction of finance device user.
Embodiment two
Fig. 2 is a kind of flow chart of failure response method that the embodiment of the present invention two is provided, and the embodiment of the present invention is upper
State and be optimized on the basis of embodiment, to " server sends out the fault message according to the geographical location information
Deliver to corresponding target terminal " further refinement has been carried out, specifically include following steps：
S210, finance device when itself fail is detected, by fault information reporting to server.
S220, the server receive the fault message.
S230, the server obtain the location information of multiple candidate terminals, and by acquired location information with it is described
Geographical location information is matched.
Wherein, alignment system can be installed in terminal, can according to the alignment system obtain terminal where position, and then
Position where being maintained personnel.The geographical location information of faulty equipment is matched with the location information of attendant,
Distance therebetween can be drawn.
S240, the server are sent to corresponding target terminal the fault message according to matching result.
Wherein, can be comprising the distance between each terminal and the finance device for breaking down in matching result, server can
The minimum terminal of distance is picked out from matching result as target terminal, and fault message is sent to target terminal.
S250, the target terminal are received and respond the fault message.
The technical scheme of the present embodiment, by finance device active reporting faults itself information to server, server is looked into
Ask and the location information of the geographical location information according to faulty equipment and candidate terminal determines target attendant, using former nearby
Then, the waste of resource is reduced.The quick response of finance device failure is realized, the speed of failure response is improve, shortened
The time span that equipment hinders and can not normally use for some reason, while without manually reporting an error, being greatly saved human cost, is conducive to
Improve the satisfaction of finance device user.
Embodiment three
Fig. 3 is a kind of flow chart of failure response method that the embodiment of the present invention three is provided, and the embodiment of the present invention is upper
State and be optimized on the basis of embodiment, to " server is sent to corresponding the fault message according to matching result
Target terminal " carried out further refinement, specifically include following steps：
S310, finance device when itself fail is detected, by fault information reporting to server.
S320, the server receive the fault message.
S330, the server obtain the location information of multiple candidate terminals, and by acquired location information with it is described
Geographical location information is matched.
S340, the server obtain the working condition of the corresponding attendant of the multiple candidate terminal.
Wherein, the working condition of the attendant can be state in idle condition or maintenance.
Working condition according to acquired in of S350, the server and matching result send to corresponding the fault message
Target terminal.
Wherein it is determined that considering two factors of working condition and matching result of attendant during target terminal.
S360, the target terminal are received and respond the fault message.
The technical scheme of the present embodiment, by finance device active reporting faults itself information to server, server is looked into
Inquiry and the matching of the location information of the geographical location information and candidate terminal of the working condition according to attendant and faulty equipment
Result determines target attendant, it is to avoid personal scheduling conflict, reduces the waste of resource.Realize the fast of finance device failure
Speed response, shortens the time span that equipment hinders and can not normally use for some reason, while without manually reporting an error, being greatly saved people
Power cost, is conducive to improving the satisfaction of finance device user.
On the basis of above-mentioned technical proposal, after the target terminal is received and responds the fault message, also wrap
Include：
The target terminal receives the maintenance progress msg of attendant's input, and safeguards that progress msg is reported to by described
The server.
Wherein, safeguard that progress msg can be that current device has completed to safeguard, equipment recovers normal；It can also be estimated dimension
The shield deadline, such as maintenance of current device etc. is completed by needing 10 minutes.To safeguard that progress msg reports to server,
Server can judge when attendant is in idle condition according to progress msg is safeguarded, the demand that can be safeguarded with response apparatus,
And then scheduling time is saved, realize the quick response of fault message.
Example IV
Fig. 4 is a kind of flow chart of failure response method that the embodiment of the present invention four is provided, and the embodiment of the present invention is upper
State and be optimized on the basis of embodiment, to " server obtains the corresponding attendant's of the multiple candidate terminal
Working condition " has carried out further refinement, specifically includes following steps：
S410, finance device when itself fail is detected, by fault information reporting to server.
S420, the server receive the fault message.
S430, the server obtain the location information of multiple candidate terminals, and by acquired location information with it is described
Geographical location information is matched.
The maintenance progress msg that S440, the server are reported according to the multiple candidate terminal determines corresponding to safeguard people
The working condition of member.
Wherein, the current working condition of attendant, the maintenance progress of such as certain terminal are reflected by safeguarding progress msg
Information has completed to safeguard that recover normal, then the corresponding current attendant of the terminal is then in idle shape for current maintained equipment
State.
S450, the server will correspondence attendant working condition for it is idle and between the finance device distance is most
Short candidate terminal is defined as target terminal, and the fault message is sent to the target terminal.
Wherein, when correspondence attendant working condition is for the free time, attendant's schedulable is represented, in order to avoid there is scheduling office
When the attendant of maintenance work, task conflict is caused.The most short candidate terminal of distance between simultaneous selection and finance device
Be target terminal, can time-consuming and resource, to realize the recovery of faulty equipment as early as possible.Exemplarily, it is assumed that server is looked into
Asking apart from finance device distance is most short has three attendants, but has 2 to be safeguarded to equipment, without it is idle when
Between, another is in idle condition, now then fault message should be sent into nearest and idle condition attendant.
S460, the target terminal are received and respond the fault message.
The technical scheme of the present embodiment, by finance device active reporting faults itself information to server, server root
Safeguard that progress msg determines the working condition of attendant according to candidate terminal, and according to the working condition and failure of attendant
The matching result of the geographical location information of equipment and the location information of candidate terminal determines target attendant, it is to avoid personnel tune
Degree conflict, reduces the waste of resource.The quick response of finance device failure is realized, the equipment that shortens hinders and can not be just for some reason
The time span for often using, while without manually reporting an error, reducing information processing complexity, has been greatly saved human cost, favorably
In the satisfaction for improving finance device user.
Embodiment five
Fig. 5 is a kind of flow chart of failure response method that the embodiment of the present invention five is provided, and the present embodiment is in above-mentioned reality
A preferred embodiment on the basis of example is applied, this method specifically includes following steps：
S510, ATM faulty equipment reporting fault information and physical location are to server.
Wherein, after atm device failure, corresponding fault message and physical location are sent to server, are sent
Information mainly comprising the detailed failure situations of ATM, device numbering etc. sends physical location and is easy to server to tell the dimension of correlation
The shield specific device location of engineer.
S520, server monitoring detect whether there is faulty equipment information.If so, then performing S530, otherwise continue executing with
S520。
Wherein, server is located at monitoring room, for monitoring the fault message that each atm device is reported.With atm device
It is more and more, if this fault message is also many after breaking down, thus its monitor relevant device fault message after, can stand
Carry out follow-up handling process.
S530, server are sent to faulty equipment information and position the terminal entrained by nearest attendant.
Wherein, alignment system (we of service engineer nearest first around server meeting active inquiry faulty equipment
Every service engineer carries with the terminal of receive information, and this terminal carries alignment system), it is corresponding when having inquired
Service engineer after, this device fault information and physical location are sent in the terminal of service engineer immediately.
Prompting maintenance personnel go to safeguard faulty equipment immediately after S540, terminal receive information.
Wherein, after information receiving terminal receives the device fault information that server sends over and physical location, dimension
Shield personnel respond rapidly to according to fault message and physical location, go to corresponding position to safeguard faulty equipment.
Embodiment six
Fig. 6 is a kind of failure response system structure diagram that the embodiment of the present invention six is provided, as shown in fig. 6, the system
Including：Finance device 610, server 620 and multiple terminals 630, the terminal 630 are taken for the attendant of finance device 610
Band.
The finance device 610 includes：
Fault information reporting module, for when detecting finance device and breaking down, by fault information reporting to servicing
Device, wherein, the fault message includes the geographical location information of the finance device；
The server 620 includes：
Fault message receiver module, for receiving the fault message；
Fault message sending module, for being sent to corresponding mesh the fault message according to the geographical location information
Mark terminal, the target terminal is in the multiple terminal；
The terminal 630, including：
Fault message respond module, for receiving and responds the fault message.
Further, the fault message sending module includes：
Location information acquiring unit, the location information for obtaining multiple candidate terminals, and by acquired location information
Matched with the geographical location information；
Fault information generation unit, for being sent to corresponding target terminal the fault message according to matching result.
Further, the fault information generation unit includes：
Working condition obtains subelement, the working condition for obtaining the corresponding attendant of the multiple candidate terminal；
Fault message transmission sub-unit, believes the failure for the working condition acquired in basis and the matching result
Breath is sent to corresponding target terminal.
Further, the target terminal also includes progress msg reporting module, for being received simultaneously in the target terminal
Respond after the fault message, receive the maintenance progress msg of attendant's input, and safeguard that progress msg is reported by described
To the server.
Further, the working condition obtain subelement specifically for：According to the dimension that the multiple candidate terminal is reported
Shield progress msg determines the working condition of corresponding attendant；
The fault message transmission sub-unit specifically for：By corresponding working state for it is idle and with the finance device it
Between the most short candidate terminal of distance be defined as target terminal, and the fault message is sent to the target terminal.
Above-mentioned failure response system can perform the failure response method that any embodiment of the present invention is provided, and possess execution
The corresponding functional module of failure response systems approach and beneficial effect.
Note, above are only presently preferred embodiments of the present invention and institute's application technology principle.It will be appreciated by those skilled in the art that
The invention is not restricted to specific embodiment described here, can carry out for a person skilled in the art various obvious changes,
Readjust and substitute without departing from protection scope of the present invention.Therefore, although the present invention is carried out by above example
It is described in further detail, but the present invention is not limited only to above example, without departing from the inventive concept, also
More other Equivalent embodiments can be included, and the scope of the present invention is determined by scope of the appended claims.
Claims (10)
1. a kind of failure response method, it is characterised in that including：
Finance device when itself fail is detected, by fault information reporting to server, wherein, the failure information package
Include the geographical location information of the finance device；
The server receives the fault message；
The server is sent to corresponding target terminal the fault message according to the geographical location information, wherein, institute
The attendant that target terminal is stated for finance device carries；
The target terminal is received and responds the fault message.
2. method according to claim 1, it is characterised in that the server according to the geographical location information will described in
Fault message is sent to corresponding target terminal, including：
The server obtains the location information of multiple candidate terminals, and acquired location information is believed with the geographical position
Breath is matched；
The server is sent to corresponding target terminal the fault message according to matching result.
3. method according to claim 2, it is characterised in that the server is according to matching result by the fault message
Send to corresponding target terminal, including：
The server obtains the working condition of the corresponding attendant of the multiple candidate terminal；
Working condition and the matching result of the server according to acquired in send to corresponding mesh the fault message
Mark terminal.
4. method according to claim 3, it is characterised in that received in the target terminal and respond the fault message
Afterwards, also include：
The target terminal receives the maintenance progress msg of attendant's input, and to safeguard that progress msg is reported to described by described
Server.
5. method according to claim 4, it is characterised in that it is corresponding that the server obtains the multiple candidate terminal
The working condition of attendant, including：
The server safeguards that progress msg determines the work of corresponding attendant according to what the multiple candidate terminal was reported
State；
Working condition and the matching result of the server according to acquired in send to corresponding mesh the fault message
Mark terminal, including：
Correspondence attendant's working condition is the idle and most short candidate of distance between the finance device by the server
Terminal is defined as target terminal, and the fault message is sent to the target terminal.
6. a kind of failure response system, it is characterised in that including：Finance device, server and multiple terminals, the terminal is for gold
The attendant for melting equipment carries；
The finance device includes：
Fault information reporting module, for when detecting finance device and breaking down, by fault information reporting to server, its
In, the fault message includes the geographical location information of the finance device；
The server includes：
Fault message receiver module, for receiving the fault message；
Fault message sending module, for being sent to corresponding target end the fault message according to the geographical location information
End, the target terminal is in the multiple terminal；
The terminal, including：
Fault message respond module, for receiving and responds the fault message.
7. system according to claim 6, it is characterised in that the fault message sending module includes：
Location information acquiring unit, the location information for obtaining multiple candidate terminals, and by acquired location information and institute
Geographical location information is stated to be matched；
Fault information generation unit, for being sent to corresponding target terminal the fault message according to matching result.
8. system according to claim 7, it is characterised in that the fault information generation unit includes：
Working condition obtains subelement, the working condition for obtaining the corresponding attendant of the multiple candidate terminal；
Fault message transmission sub-unit, sends out the fault message for the working condition acquired in basis and the matching result
Deliver to corresponding target terminal.
9. system according to claim 8, it is characterised in that the target terminal also includes progress msg reporting module,
For after the target terminal is received and responds the fault message, receiving the maintenance progress msg of attendant's input,
And safeguard that progress msg reports to the server by described.
10. system according to claim 9, it is characterised in that the working condition obtain subelement specifically for：According to
What the multiple candidate terminal was reported safeguards that progress msg determines the working condition of corresponding attendant；
The fault message transmission sub-unit specifically for：Correspondence attendant working condition is set for the free time and with the finance
The most short candidate terminal of distance is defined as target terminal between standby, and the fault message is sent to the target terminal.
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| CN201710041455.1A CN106713048A (en) | 2017-01-20 | 2017-01-20 | Fault response method and system |
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| CN108376290A (en) * | 2018-02-07 | 2018-08-07 | 深圳怡化电脑股份有限公司 | A kind of control method, device and server that financial self-service equipment is safeguarded |
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| CN112261138A (en) * | 2020-10-22 | 2021-01-22 | 合肥高新云制造研究院 | Equipment maintenance personnel scheduling method based on cloud manufacturing mode and Internet of things system |
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| CN114338786A (en) * | 2021-12-29 | 2022-04-12 | 中国工商银行股份有限公司 | Message pushing method, system, device, storage medium and electronic equipment |
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| CN108376290B (en) * | 2018-02-07 | 2021-05-11 | 深圳怡化电脑股份有限公司 | Financial self-service equipment maintenance control method and device and server |
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