JP2009025889A - Failure monitoring system for automatic contract machine - Google Patents

Failure monitoring system for automatic contract machine Download PDF

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JP2009025889A
JP2009025889A JP2007185868A JP2007185868A JP2009025889A JP 2009025889 A JP2009025889 A JP 2009025889A JP 2007185868 A JP2007185868 A JP 2007185868A JP 2007185868 A JP2007185868 A JP 2007185868A JP 2009025889 A JP2009025889 A JP 2009025889A
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failure
automatic
automatic contract
reception
machine
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JP5165948B2 (en
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Jiro Maruo
二郎 丸尾
Tomotaka Hosoya
知孝 細谷
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Hitachi Omron Terminal Solutions Corp
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Abstract

<P>PROBLEM TO BE SOLVED: To provide the failure monitoring system of an automatic contract machine for preventing any contract chance with a customer who has visited an automatic contract machine from being lost when any failure is generated by reducing the load of a reception terminal due to the reception of failure information. <P>SOLUTION: This failure monitoring system of an automatic contact machine 1 is provided with: the automatic contract machine 1 connected through a line to a plurality of reception terminals 2 installed in a remote center for enabling an operator guide a customer according to an instruction from the reception terminal 2 in order to execute contract transaction with the customer; a reception server 3 for performing connection processing in order to execute transaction between the reception terminal 2 and the automatic contract machine 1; and a monitoring terminal 4 for monitoring the failure information of the automatic contract machine 1. In accordance with the failure content of a certain automatic contract machine 1 or the operation load of the reception terminal 2 accompanied by its connection with the automatic contract machine 1, the notification destinations of the failure content are distributed by the reception server 3, and transaction by the other automatic contact machine 1 or the reception terminal 2 is continued. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

本発明は、自動契約機の障害監視システムに係り、特に、自動契約機で発生した障害内容に応じて最適なシステム運用を可能とする自動契約機の障害監視システムに関する。   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.

近年、金融機関等で自動契約システムを使用した自動契約業務が普及している。自動契約システムは、離れた場所に設置された自動契約機と受付端末、受付サーバから構成される。自動契約機では、顧客が申込書の記入、提示、証明書の提示を行い、受付端末では、顧客より提示された申込書や証明書の内容を確認し、契約審査を行う。また、受付サーバは顧客の来店時に受付可能な受付端末を検索し、自動契約機と受付端末の割付を行う。   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.

自動契約機に障害が発生した際は、その障害内容が受付端末に通知される。通知先は、予め設定されている優先割付先の受付端末となる。受付端末に障害が通知されると、通知を受けた受付端末は、障害対象である自動契約機の復旧処理を実行することになるが、そのため、受付端末は、復旧処理が完了するまで、自動契約機との取引業務を実行できない。   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.

貸金融業者等のユーザの顧客を獲得する機会を拡大するために、自動契約機の台数を増加させるが、受付端末の台数は、自動契約機の1日の平均取引数や受付センタでの設置スペース、取引時に受付端末を操作するオペレータへの人件費等を考慮し、自動契約機に比べ少ない台数で運用されている。   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.

上記に関連した技術として、特許文献１には、自動契約機の障害発生状況を確実に把握し、障害情報を蓄積して、障害の発生傾向を調べることにより、自動契約機の稼働率向上やシステムの改善に寄与する契約機端末の監視システムが記載されている。   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.

また、特許文献２には、ＴＡ（Terminal Adapter）やＤＳＵ（Digital Service Unit）、ルータやスイッチングハブといったネットワーク機器の故障の切り分けを確実に行い、障害検出時間を短縮するリモート監視システムが記載されている。   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.

特開２００２−１８３４６４号公報JP 2002-183464 A 特開２００５−２３６３６９号公報JP 2005-236369 A

従来の自動契約機における、障害発生時の対応としては、自動契約機で発生する全ての障害が優先割付先の受付端末に通知され、障害通知を受けた受付端末は、障害復旧作業に従事してしまう。そのため、障害対応をしている受付端末に優先割付設定されている、障害となっていない他の自動契約機との取引が実行できず、受付サーバによって、他の受付端末に振り替えて取引を実行することになる。   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.

しかし、他の受付端末も同様に取引受付不可の状態になってしまうと、割り付ける受付端末が存在しないため、空きの受付端末が発生するまで、自動契約機は取引を実行することができない。その結果、顧客との契約機会の損失が発生してしまうという課題が存在し、ユーザの利益損失を最小限に止める自動契約システムの導入が求められている。   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.

特許文献１では、自動契約機の障害情報を蓄積して、障害の発生傾向を解析することで、自動契約機の稼働率向上といった、システム改善を図ろうとしているが、将来的なシステム改善であり、障害発生時の対応に関する方式ではない。   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.

また、特許文献２では、機器の故障の切り分けを確実に行い、障害検出時間を短縮することを可能としたリモート監視システムであるが、障害の検出に特化した方式であり、障害内容に応じて最適なシステム運用を可能とすることを目的とした技術ではない。   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.

本発明の目的は、障害情報の受信による受付端末の負荷を軽減することで、障害発生時に自動契約機に訪れた顧客との契約機会を失うことを防ぐことのできる自動契約機の障害監視システムを提供することにある。   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.

上記目的を達成するために、本発明の自動契約機の障害監視システムは、遠隔地のセンタに設置された複数の受付端末と回線で接続され、顧客との間で契約取引を遂行させるために顧客に該受付端末からの指示に従い顧客に誘導案内する自動契約機と、該受付端末と該自動契約機との取引を実行するための接続処理を行う受付サーバと、該自動契約機の障害情報を監視する監視端末と、を有する自動契約機の障害監視システムにおいて、ある自動契約機の障害内容又はある自動契約機との接続に伴う該受付端末の稼動負荷に応じて、該受付サーバにより該障害内容の通知先を振り分け、他の自動契約機又は該受付端末での取引を継続するように構成することができる。   In order to achieve the above-mentioned object, the fault monitoring system for an automatic contract machine according to the present invention is connected to a plurality of reception terminals installed in a remote center through a line and performs contract transactions with customers. An automatic contract machine that guides the customer to the customer according to an instruction from the reception terminal, a reception server that performs connection processing for executing a transaction between the reception terminal and the automatic contract machine, and failure information of the automatic contract machine In the fault monitoring system for an automatic contract machine having a monitoring terminal for monitoring the fault, the reception server determines the fault content of a certain automatic contract machine or the operation load of the reception terminal associated with the connection with the automatic contract machine. It is possible to configure such that the notification destination of the failure content is distributed and the transaction at another automatic contract machine or the reception terminal is continued.

また、該受付サーバは、該障害情報を受信する受信手段と、該受信手段が受信した該障害情報に応じて、該障害情報を該受付端末又は該監視端末の何れかに送信するかを判別する判別手段とを有するように構成することができる。   In addition, the reception server determines a reception unit that receives the failure information and whether to transmit the failure information to the reception terminal or the monitoring terminal according to the failure information received by the reception unit. It is possible to configure so as to have a discriminating means.

また、該監視端末は、該受付端末によって該自動契約機の復旧が不可能な障害情報を受信するように構成することができる。   Further, the monitoring terminal can be configured to receive failure information that the automatic contract machine cannot be recovered by the reception terminal.

また、該受付端末は、ある自動契約機の障害復旧状況に応じて、他の自動契約機へ障害発生時までの取引内容を引き継ぐように制御する制御手段を有するように構成することができる。   In addition, the reception terminal can be configured to have a control means for controlling to take over the transaction contents up to the time of the failure to another automatic contract machine according to the failure recovery status of a certain automatic contract machine.

本発明によれば、自動機の障害内容に応じて、障害情報の通知先を受付端末以外の装置にも振り分けることにより、受付端末への通知負荷を軽減することができる。   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.

次に、本発明を実施するための最良の形態を、以下の実施例に基づき図面を参照しつつ説明する。   Next, the best mode for carrying out the present invention will be described based on the following embodiments with reference to the drawings.

図１は、障害監視システム１００の構成例を示す図である。
障害監視システム１００は、例えば貸金融業者（ユーザ）のシステムであり、自動契約機１、受付端末２、自動契約受付サーバ３及び監視端末４から構成されている。
自動契約機１は、街角に設置される自動契約ブース内の契約コーナー内に設けており、オペレータが居ない無人の環境下で顧客が契約を行い、契約内容によりカードの発行まで行う自動契約装置である。本契約手続きは顧客が契約機の画面の誘導案内により操作を行うものであるが、実際には遠隔地のオペレータセンターに設置された受付端末２を介してオペレータが操作誘導することで、契約を行う。受付端末２は、オペレータセンターに設置され、オペレータ及び審査者が契約受付する装置であり、自動契約機１で契約を行う顧客の契約内容を確認し、契約手続きを誘導案内する。 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.

受付サーバ３は、ユーザのサーバルームに設置され、自動契約機１の電源操作を遠隔で実行したり、自動契約機１や受付端末２の状態を管理する。また、自動契約機１にて顧客が手続きを行う際に、手続きを受け付ける受付端末２の割り当てを行う。監視端末４は、受付端末２と同様、オペレータセンターに設置されており、自動契約機１の障害発生状況を監視閲覧できる。   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.

図２は、障害監視システム１００を構成する各装置の構成例を示す図である。
自動契約機１は、制御部１６、通信制御部１７、カード処理部１８、顧客案内表示部１９、入力操作部２０、帳票処理部２１、音声入出力部２２及び記憶部２３から構成されている。
制御部１６は、周辺装置の制御を行う。 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.

通信制御部１７は、遠隔地に設置された受付端末２及び受付サーバ３と接続して通信を行う。カード処理部１８は、顧客の挿入するカード６１の読取、書込および新規カードの発行等を行うものであり、顧客の挿入するカード６１から読み取った情報を制御部１６へ送信し、場合によっては、制御部１６より受信した情報をカード６１に書き込むあるいは記憶させるものである。   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.

顧客案内表示部１９は、顧客が契約手続きを行う際に画面表示により手続きを誘導案内する。入力操作部２０は、契約手続きにおいて顧客による情報の入力を行う入力装置であり、一例として、キートップから構成される。帳票処理部２１は、契約に必要な契約者所有の帳票６２（例えば、免許証、パスポート、保険証等）の読み込みや契約書発行の処理し、契約に必要である個人に関する情報を帳票処理部２１より読み取って記憶部２３あるいは通信制御部１７を介して受付サーバ３及び受付端末２に送信する。   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.

音声入出力部２２は、顧客が契約手続き中に直接、オペレータと会話のできる装置である。記憶部２３は、自動契約機１の運用に必要なプログラム及び初期データなどを記憶する。また、状況に応じて、顧客との契約内容及び契約に必要な情報も記憶する。   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.

受付端末２は、基本的には一般の汎用パソコン本体とディスプレイから構成され、顧客の契約に関する専用のプログラムを起動させたものであり、制御部１０、通信制御部１１、表示部１２、入力操作部１３、音声入出力部１４及び記憶部１５から構成されている。   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.

制御部１０は、周辺装置の制御を行う。また、障害の発生している自動契約機１の障害復旧状況に応じて、他の障害の発生していない自動契約機１へ障害発生時までの取引内容を引き継ぐように制御する。   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.

通信制御部１１は、遠隔地に設置された自動契約機１および受付サーバ３と接続して通信を行う。表示部１２は、顧客の契約内容及び無人コーナーに設置されたカメラからの映像を表示する。入力操作部１３は、キーボードおよびコンピュータマウス、さらには、ペン型の入力手段等を使用して情報を入力する操作部である。音声入出力部１４は、顧客が契約手続き中に直接、顧客と会話のできる装置である。また、必要に応じて、音声入出力部１４により音声及び効果音を出力することで顧客の契約手続きの状況を判断することが可能である。記憶部１５は、受付端末２の運用に必要なプログラム及び初期データなどを記憶する。また、状況に応じて、顧客との契約内容及び契約に必要な情報も記憶する。   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.

受付サーバ３は、自動契約機１にて顧客が操作を行う際に、通信回線を利用した手続きが可能となるように、オペレータが操作を行う受付端末２を割り当てる機能を有した装置であり、制御部５、通信制御部６、受付状態情報ＤＢ７及び記憶部８から構成されている。   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.

制御部５は、周辺装置の制御を行う。通信制御部６は、自動契約機１および受付端末２と接続して通信を行う。受付状態情報ＤＢ７は、自動契約機１及び受付端末２の状態や契約内容を記憶したデータベースであり、顧客との契約内容及び契約に必要な数々の情報も記憶する。必要に応じて、自動契約機１及び受付端末２から要求された情報を取り出して制御部５へ送信し、場合によっては、制御部５より受信した情報を記憶する。   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.

記憶部８は、受付サーバ２の運用に必要なプログラム及び初期データなどを記憶する。判別部５１は、自動契約機１から受信した自動契約機１の障害内容、又は自動契約機１との接続に伴う受付端末２の稼動負荷に基づいて、受付端末２による復旧可能な障害であるか否かを判別する。   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.

監視端末４は、汎用ブラウザ９から構成され、自動契約機１にて発生し受付サーバ３に通知された障害のうち、受付端末２からの復旧が不可能な障害について、汎用ブラウザ９を介して参照することができる。障害データは、受付端末２の受付状態情報ＤＢ７より取り出す。   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.

次に、自動契約機１に障害が発生した場合の障害監視システム１００による処理を説明する。   Next, processing by the failure monitoring system 100 when a failure occurs in the automatic contract machine 1 will be described.

図３及び図４に、自動契約機１と受付端末２が接続され、顧客との取引を実行している状態において、自動契約機１で障害が発生した場合の障害監視システム１００による処理の流れを示す。   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.

まず、顧客との取引を実行している状態で、自動契約機１にて障害が発生すると、自動契約機１は、障害内容を通信制御部１７を通じて受付サーバ３に通知する。通信制御部６を通じて障害内容を受信した受付サーバ３は、判別部５１により、受信した障害内容から、自動契約受付端末２にて復旧可能な障害であるか否かを判別する。   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.

図３は、判別部５１により、受付サーバ３にて復旧可能な障害と判別された場合の処理の流れを示す図である。自動契約機１−１で障害が発生すると、自動契約機１−１は、障害内容を受付サーバ３に通知する（Ｓ３０１）。受付サーバ３にて復旧可能な障害であると判別した場合、受付サーバ３は、自動契約機１−１から受信した障害内容を、自動契約機１−１と接続されている受付端末２に送信する（Ｓ３０２）。   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).

障害内容を受信した受付端末２は、障害内容と、リセットや再起動などの障害内容に応じた復旧処理ボタンを表示部１２に表示する。オペレータが障害内容を確認後、障害内容に適した復旧処理を実行する（Ｓ３０３）。障害復旧処理完了後は、自動契約機１−１は、障害発生前の段階から取引再開可能となる。   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.

一方、受付端末２からの復旧が不可能で、自動契約機１−１が設置されているブースへ保守作業員を手配しなければ復旧できない状況の場合、障害発生時点までの取引内容をそのまま別の自動契約機１−２へ引継ぐことによって、自動契約機１−１に替わって自動契約機１−２での取引が再開可能となる（Ｓ３０４）。   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).

図４は、判別部５１により、受付サーバ３にて復旧不可能な障害と判別された場合の処理の流れを示す図である。
自動契約機１−１で障害が発生すると、自動契約機１−１は、障害内容を受付サーバ３に通知する（Ｓ４０１）。受付サーバ３にて復旧不可能な障害であると判別した場合、受付サーバ３は、自動契約機１−１から受信した障害内容を、監視端末４に送信する（Ｓ４０２）。また、同時に、自動契約機１−１と接続されている受付端末２にも障害内容を通知する（Ｓ４０３）
障害内容を受信した監視端末４は、障害内容を汎用ブラウザ９に表示する。オペレータにて障害内容を確認後、自動契約機１−１が設置されているブースへ保守作業員を手配するなど、障害内容に適した処置を実行する（Ｓ４０４）。 FIG. 4 is a diagram illustrating a processing 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 1-1, 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).

障害復旧処理完了後、自動契約機１−１は、障害発生前の段階から取引再開可能となる。しかし、受付端末２からの復旧が不可能で、自動契約機１−１が設置されているブースへ保守作業員を手配しなければ復旧できない状況の場合、障害発生時点までの取引内容をそのまま別の自動契約機１−２へ引継ぐことによって、自動契約機１−１に替わって自動契約機１−２での取引が再開可能となる（Ｓ４０５）。   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).

図５及び図６に、自動契約機１と受付端末２が接続されておらず、自動契約機１が顧客の来店待ちの状態において、自動契約機１で障害が発生した場合の障害監視システム１００による処理の流れを示す。   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.

まず、自動契約機１が来店待ちの状態で、自動契約機１にて障害が発生すると、自動契約機１は、障害内容を通信制御部１７を通じて受付サーバ３に通知する。通信制御部６を通じて障害内容を受信した受付サーバ３は、判別部５１により、受信した障害内容から、自動契約受付端末２にて復旧可能な障害であるか否かを判別する。
サーバ３にて復旧可能な障害と判別された場合の処理の流れを示す図である。自動契約１で障害が発生すると、自動契約機１は、障害内容を受付サーバ３に通知する（Ｓ５０１）。 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).

受付サーバ３にて復旧可能な障害であると判別した場合、受付サーバ３は、自動契約機１から受信した障害内容を、予め設定されている優先割付先の受付端末２に送信する（Ｓ５０２）。障害内容を受信した受付端末２は、障害内容と、リセットや再起動などの障害内容に応じた復旧処理ボタンを表示部１２に表示する。オペレータが障害内容を確認後、障害内容に適した復旧処理を実行する（Ｓ５０３）。   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).

障害復旧処理完了後、自動契約機１は障害発生前の来店待ちの状態に戻る。しかし、受付端末２からの復旧が不可能である場合には、自動契約機１が設置されているブースへ保守作業員を手配するなどの別処置を行う。   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.

図６は、判別部５１により、受付サーバ３にて復旧不可能な障害と判別された場合の処理の流れを示す図である。   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.

自動契約機１で障害が発生すると、自動契約機１は障害内容を受付サーバ３に通知する（Ｓ６０１）。受付サーバ３にて復旧不可能な障害であると判別した場合、受付サーバ３は、自動契約機１から受信した内容を、監視端末４に送信する（Ｓ６０２）。   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).

障害内容を受信した監視端末４は、障害内容を汎用ブラウザ９に表示する。オペレータにて障害内容を確認後、自動契約機１が設置されているブースへ保守作業員を手配するなど、障害内容に適した処置を実行する（Ｓ６０３）。障害復旧処理完了後、自動契約機１は障害発生前の来店待ちの状態に戻る。   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.

本実施例によれば、受付サーバ３は、自動契約機１の障害内容に応じて、受付端末２での障害復旧の可否を判断して、復旧不可能な障害は自動契約機監視４に通知し、復旧可能な障害のみを受付端末２に通知することができるので、従来よりも受付端末２への通知負荷を軽減することができる。   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 notifies the automatic contract machine monitor 4 of the failure that cannot be recovered. In addition, since only the recoverable failure can be notified to the reception terminal 2, the notification load on the reception terminal 2 can be reduced as compared with the conventional case.

また、受付端末２に通知された障害の復旧処理が失敗した場合においても、障害の発生している自動契約機１から障害の発生していない他の自動契約機１へ、障害発生時までの取引内容を引き継ぐことが可能となるので、顧客との取引を中止することなく、再開することができる。よって、自動契約機１に訪れた顧客の契約機会の損失を免れることができる。   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.

尚、本実施例では、自動契約機１に障害が発生した際の復旧の例で説明したが、受付端末２に障害が発生した場合についても、本発明は適用されるものである。   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.

また、受付サーバ３が存在しない場合は、受付サーバ３が有する判別部５１を、自動契約機１が有する構成としてもよい。   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.

尚、本発明は、具体的に開示された実施例に限定されるものではなく、特許請求の範囲から逸脱することなく、種々の変形や変更が可能である。   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.

本発明の実施例による障害監視システムの構成例を示す図である。It is a figure which shows the structural example of the failure monitoring system by the Example of this invention. 本発明の実施例による自動契約機とホストの構成例を示す図である。It is a figure which shows the structural example of the automatic contract machine and host by the Example of this invention. 本発明の実施例による自動契約機障害発生時（取引中・復旧可）の処理を示す図である。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. 本発明の実施例による自動契約機障害発生時（取引中・復旧不可）の処理を示す図である。It is a figure which shows the process at the time of the automatic contract machine failure | failure generation | occurrence | production (during a transaction and unrecoverable) by the Example of this invention. 本発明の実施例による自動契約機障害発生時（来店待ち・復旧可）の処理を示す図である。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. 本発明の実施例による自動契約機障害発生時（来店待ち・復旧不可）の処理を示す図である。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).

符号の説明Explanation of symbols

１：自動契約機、 ２：受付端末、 ３：受付サーバ、 ４：監視端末、 ５：制御部（受付サーバ）、 ６：通信制御部（受付サーバ）、 ７：受付状態情報ＤＢ、 ８：記憶部（受付サーバ）、 ９：汎用ブラウザ、 １０：制御部（受付端末）、 １１：通信制御部（受付端末）、 １２：表示部、 １３：入力操作部（受付端末）、 １４：音声入出力部（受付端末）、 １５：記憶部（受付端末）、 １６：制御部、 １７：通信制御部、 １８：カード処理部、 １９：顧客案内表示部、 ２０：入力操作部、 ２１：帳票処理部、 ２２：音声入出力部、 ２３：記憶部、 ５１：判別部。 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 (4)

遠隔地のセンタに設置された複数の受付端末と回線で接続され、顧客との間で契約取引を遂行させるために顧客に該受付端末からの指示に従い顧客に誘導案内する自動契約機と、該受付端末と該自動契約機との取引を実行するための接続処理を行う受付サーバと、該自動契約機の障害情報を監視する監視端末と、を有する自動契約機の障害監視システムにおいて、
ある自動契約機の障害内容又はある自動契約機との接続に伴う該受付端末の稼動負荷に応じて、該受付サーバにより該障害内容の通知先を振り分け、他の自動契約機又は該受付端末での取引を継続することを特徴とする自動契約機の障害監視システム。 An automatic contract machine connected to a plurality of reception terminals installed at a remote center and guiding the customer according to instructions from the reception terminal in order to carry out a contract transaction with 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, and a monitoring terminal for monitoring fault information of the automatic contract machine,
Depending on the failure content of a certain automatic contract machine or the operating load of the reception terminal associated with connection with a certain automatic contract machine, the reception server distributes the notification destination of the failure content, and the other automatic contract machine or the reception terminal A fault monitoring system for automatic contract machines, characterized by continuing business transactions. 該受付サーバは、該障害情報を受信する受信手段と、
該受信手段が受信した該障害情報に応じて、該障害情報を該受付端末又は該監視端末の何れかに送信するかを判別する判別手段とを有することを特徴とする請求項１の自動契約機の障害監視システム。 The reception server includes a receiving unit configured to receive the failure information;
The automatic contract according to claim 1, further comprising: a determination unit configured to determine whether the failure information is transmitted to the reception terminal or the monitoring terminal according to the failure information received by the reception unit. Machine fault monitoring system. 該監視端末は、該受付端末によって該自動契約機の復旧が不可能な障害情報を受信することを特徴とする請求項１の自動契約機の障害監視システム。   2. The fault monitoring system for an automatic contract machine according to claim 1, wherein the monitoring terminal receives fault information incapable of recovering the automatic contract machine by the receiving terminal. 該受付端末は、ある自動契約機の障害復旧状況に応じて、他の自動契約機へ障害発生時までの取引内容を引き継ぐように制御する制御手段を有することを特徴とする請求項１の自動契約機の障害監視システム。   2. The automatic receiving apparatus according to claim 1, wherein the receiving terminal has control means for controlling the transaction contents up to the time of the failure to be taken over by another automatic contracting device according to the failure recovery status of a certain automatic contracting device. Fault monitoring system for contract machines.
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