JP2008199397A - Remote maintenance system - Google Patents

Abstract

A remote maintenance system capable of controlling the processing order according to the priority of events occurring in a plurality of terminals is provided.
Control means for identifying an occurrence event occurring in a terminal, notification means for notifying device information including information indicating the occurrence event identified by the control means via a first network, Based on the device information notified by the notification unit, a determination unit that determines the processing order for the occurrence event that has occurred in the terminal, and the device information is registered based on the processing order determined by the determination unit Storage means for recording an abnormality processing management table; acquisition means for acquiring specific device information registered in the management table recorded in the storage means; and the specific device information acquired by the acquisition means. Calling means for making a call to the notified terminal via the second network.
[Selection] Figure 1

Description

  The present invention relates to a remote maintenance system in which, for example, a management server maintains a plurality of connected terminals.

  Conventionally, automatic terminals such as an automatic cash deposit / withdrawal device (ATM) installed in a bank or a convenience store or a ticketing machine installed in a station or the like are provided with a maintenance interphone. When a terminal breaks down while the user is using the terminal, the user can call the operator using the interphone.

  In Patent Document 1, when there is an incoming call from a communication terminal to a call center, if the control processing unit determines that there is no compatible operator compatible device, the call can be disconnected from the compatible operator compatible device. The required configuration is disclosed.

  Patent Document 2 discloses a configuration in which a centralized center for grasping the entire plurality of call centers is provided, and the centralized center manages customer transmission area information and operator vacancy information in the plurality of call centers. The centralized center relays it to the call center so as to be efficient for the customer according to the transmission area information and the availability information.

Patent Document 3 examines a customer database based on telephone number information of a caller, obtains information on a receiving terminal to be received that is selected and set stepwise by a receiving terminal setting unit, and based on the information. A configuration in which a call from a customer is received at a receiving terminal is disclosed.
JP 2003-8748 A JP 2000-201224 A JP 2000-69169 A

  In all of Patent Document 1, Patent Document 2, and Patent Document 3, it is assumed that a telephone call is made directly to a call center when an abnormality of a terminal is discovered while a terminal on which a customer is installed is used. Then, the call center side distributes to the operators in the order in which calls are received from the customers so that the customer and the call center side are convenient. Therefore, when a service call is issued from a plurality of terminals (terminal users using) to a maintenance terminal (using operator) of the upper center, the maintenance of the upper center is performed from the terminal regardless of the level of the event that has occurred. Service calls are processed according to the connection order of calls between terminals. Therefore, there is a problem that the response process may be delayed even when an event to be dealt with in a hurry occurs.

  An object of the present invention is to provide a remote maintenance system capable of controlling the processing order according to the priority for events occurring in a plurality of terminals.

  A remote maintenance system according to an embodiment of the present invention includes control means for identifying an occurrence event occurring in a terminal and information indicating the occurrence event identified by the control means via a first network. Notification means for notifying device information, determination means for determining a processing order for the occurrence event that has occurred in the terminal based on the device information notified by the notification means, and the processing determined by the determination means A storage unit that records an abnormality processing management table in which the device information is registered based on an order; an acquisition unit that acquires specific device information registered in the management table recorded in the storage unit; and the acquisition Call means for making a call via the second network to the terminal that has notified the specific device information acquired by the means.

  In a remote maintenance system consisting of a plurality of automatic terminals with call functions and a maintenance terminal operated by an operator at a higher-level center where the operator stands by, the maintenance terminal side selects the target terminal for remote maintenance, so that remote maintenance is performed. The processing efficiency can be improved.

  Hereinafter, the configuration of a remote maintenance system according to various embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram showing a schematic configuration of a remote maintenance system according to an embodiment of the present invention. The remote maintenance system is composed of a host center 2 connected via a network to a plurality of automatic terminals provided at remote locations A and B, respectively. In remote area A, N automatic terminals from automatic terminal 1 to automatic terminal N are installed. The upper center 2 has a maintenance terminal 20 operated by an operator.

  The configuration of the automatic terminal 1 will be described with reference to FIG. The configuration of the automatic terminal N is the same as that of the automatic terminal 1. The automatic terminal provided in the remote place B has the same configuration. The automatic terminal 1 includes a control unit 11, a network interface 12, a control panel 13, a storage unit 14, a call unit 15, a notification unit 16, and a photographing unit 17. The control unit 11 controls the entire automatic terminal 1. Further, when a failure occurs in the automatic terminal 1, the control unit 11 determines the content of the failure. The network interface 12 is connected to the maintenance terminal 20 of the upper center 2 via a network (telephone line (or IP telephone line) and the Internet or Ethernet (registered trademark)), and transmits and receives various information. The control panel 13 includes a display unit 131 and an input unit 132. The display unit 113 displays the information read from the storage unit 14 for prompting the user for the procedure. The input unit 132 is, for example, a touch panel, and the user can input information displayed on the display unit 113 using the input unit 132. The storage unit 14 is, for example, a ROM (Read Only Memory) or a RAM (Random Access Memory). The storage unit 14 records contents to be displayed on the display unit 113. The call unit 15 is, for example, a telephone or an interphone. The call unit 15 is used when a user makes a call with an operator who uses the maintenance terminal 20 of the upper center 2 by using a telephone line or VoIP technology via the network interface 12. The notification unit 16 is a switch, for example. The notification unit 16 may be included in the input unit 132 of the control panel 13. The notification unit 16 uses the Internet line via the network interface 12 to notify abnormality information such as a failure in the automatic terminal 1 with respect to the maintenance terminal 20 of the upper center 2 (hereinafter referred to as a service call). Is to be notified. When the user transmits a service call to the maintenance terminal 20 of the upper center 2 using the notification unit 16, the event information generated in the automatic terminal 1 determined by the control unit 11 is also transmitted. The photographing unit 17 is, for example, a video camera. The photographing unit 17 is installed at a position where the user using the automatic terminal 1 enters the photographing range of the photographing unit 17. The image data photographed by the photographing unit 17 is transmitted to the maintenance terminal 20 of the upper center 2 through the network interface 12 using the Internet line. That is, the call unit 15 can make a call with an operator who uses the maintenance terminal 20 of the upper center 2 using a telephone line, and the notification unit 16 can communicate with the maintenance terminal 20 of the upper center 2 using an Internet line. Service calls and image data are transmitted, both using separate and independent lines.

  The configuration of the maintenance terminal 20 of the upper center 2 will be described with reference to FIG. The upper center 2 has a maintenance terminal 20 operated by an operator. The maintenance terminal 20 includes a control unit 201, a network interface 202, a display unit 203, an input unit 204, a storage unit 205, and a call unit 206. The control unit 201 controls abnormality avoidance processing for an abnormality that has occurred in the automatic terminal 1 based on a service call transmitted from the automatic terminal 1. The abnormality avoidance process will be described in detail later. The network interface 202 is connected to the automatic terminal 1 via a network and transmits / receives various information. The display unit 203 is a monitor, and displays various management tables, for example. The display unit 203 displays image data transmitted from the automatic terminal 1. The input unit 204 performs settings in various management tables, for example. The storage unit 205 is, for example, a ROM or a RAM, and records, for example, various management tables described later. The storage unit 205 can also record image data transmitted from the automatic terminal 1. The call unit 206 is, for example, a telephone or an interphone. The call unit 206 is used when an operator who uses the maintenance terminal 20 of the upper center 2 makes a telephone call to the call unit 15 of the automatic terminal 1.

  Next, using the sequence diagram shown in FIG. 4, between the plurality of automatic terminals (automatic terminal 1 to automatic terminal N in the remote area A) and the maintenance terminal 20 in the upper center 2 in the remote maintenance system shown in FIG. 1. The abnormality avoidance process will be described. As for the automatic terminal, any automatic terminal installed in the remote place A and the remote place B may be used.

  First, a user who uses the automatic terminal 1 uses the notification unit 16 to issue a service call indicating that a failure or the like has occurred in the maintenance terminal 20 when an inconvenience occurs in the use of the automatic terminal 1 such as a failure. Send. The service call also includes information on the event that occurred in the automatic terminal 1 determined by the control unit 11. Thereafter, when a user using the automatic terminal 2 has a problem in using the automatic terminal 2 due to a failure or the like, a service call is similarly transmitted to the maintenance terminal 20. Similarly, the service call includes information on an event that has occurred in the automatic terminal 2.

  The control unit 201 of the maintenance terminal 20 determines the occurrence event from the occurrence event information included in the service call transmitted by the automatic terminal 1. Next, the control unit 201 of the maintenance terminal 20 determines the occurrence event from the occurrence event information included in the service call transmitted by the automatic terminal 2. Next, the control unit 201 of the maintenance terminal 20 sets the abnormality processing priority that needs to give priority to the abnormality avoiding process based on the occurrence event, the occurrence time, etc. determined from the occurrence event information included in the received plurality of service calls. Ranking. Then, the control unit 201 of the maintenance terminal 20 can display a management table in which the abnormality processing priorities are ranked on the display unit 203. The ranking of the abnormality processing priority will be described later.

  Next, the upper center 2 selects an automatic terminal that performs abnormality avoidance processing. There are two methods for selecting an automatic terminal: a manual selection method by an operator and an automatic selection method by the maintenance terminal 20.

  The operator confirms the contents of the occurrence events displayed in the management table in which the abnormal processing priorities displayed in the display unit 203 are ranked, and selects an automatic terminal to make a call using the call unit 206. (Manual selection method). Here, it is assumed that the operator has selected the automatic terminal 1. Alternatively, the control unit 201 of the maintenance terminal 20 can display the contact information of the automatic terminal with the first abnormality processing priority on the display unit 203 based on the management table ranked according to the abnormality processing priority. The operator can make a telephone call to the automatic terminal with the first abnormality processing priority according to the display on the display unit 203 (automatic selection method). The control unit 201 of the maintenance terminal 20 may perform a telephone call process on the automatic terminal with the first abnormality processing priority based on the management table ranked according to the abnormality processing priority. Here, it is assumed that the abnormality processing priority of the automatic terminal 1 is determined to be first. The manual selection method and the automatic selection method can be switched using the input unit 204 or the like. Or it can also use together.

  Next, the operator makes a telephone call to the automatic terminal 1 from the maintenance terminal 20. When the user of the automatic terminal 1 responds to a telephone call from an operator who uses the maintenance terminal 20 in the call unit 15, the user can make a call with the operator. The operator can perform an abnormality avoidance process by remotely operating the occurrence event in the automatic terminal 1 or by instructing the user. When the abnormality avoidance process is completed, the operator ends the call with the user of the automatic terminal 1.

  Next, it is assumed that the operator selects the automatic terminal 2 by the manual selection method. Alternatively, it is assumed that the abnormality avoidance process of the automatic terminal 1 is completed by the automatic selection method, so that the abnormality process priority of the automatic terminal 2 is increased and it is determined as the first. The operator makes a telephone call to the automatic terminal 2 from the maintenance terminal 20. When the user of the automatic terminal 2 responds to the telephone call from the operator, the user can talk with the operator. The operator can perform abnormality avoidance processing by remotely operating the occurrence event in the automatic terminal 2 or by instructing the user. When the abnormality avoidance process is completed, the operator ends the call with the user of the automatic terminal 2.

  In this way, the telephone line between the maintenance terminal 20 of the upper center 2 and all automatic terminals connected to the maintenance terminal 20 and the communication line of the service call transmitted from the automatic terminal to the maintenance terminal 20 are made independent. As a result, the user of the automatic terminal can preferentially process a highly urgent service call by the upper center 2 without being constrained by the order in which the service calls are received.

  Here, determination of the management table and the abnormality processing priority will be described with reference to FIGS. 5, 6, 7, and 8. The management table is composed of various tables shown in FIG. 5, FIG. 6, FIG. 7, and FIG. FIG. 5 is a diagram illustrating a priority table recorded in the storage unit 205. FIG. 6 is a diagram illustrating a device management table recorded in the storage unit 205. FIG. 7 is a diagram showing an abnormal process management table (high priority) recorded in the storage unit 205. FIG. 8 is a diagram showing an abnormal process management table (low priority) recorded in the storage unit 205.

  The priority table shown in FIG. 5 associates occurrence events with processing priorities. The maintenance terminal 20 determines the processing order of service calls transmitted from a plurality of automatic terminals based on the urgency level and occurrence time of the occurrence event information included in the service call. The priority table manages the occurrence event information included in the service call in association with the processing priority (high or low) corresponding thereto. (Occurrence event, processing priority) are (event 1, high), (event 2, high), (event 3, high), (event 4, low), (event 5, low), (event 6, low) ), (Event 7, low), (event 8, low). As an example, if the event is a fatal failure of the control unit 11 of the automatic terminal 1 and requires an emergency, the processing priority is set to high. Also, if the event is a minor processing error or the like of the automatic terminal 1, the processing priority is set to low. The occurrence event and the processing priority can be set by the administrator of the upper center 2 and set in advance. The administrator of the upper center 2 can arbitrarily set the processing priority for the generated event. For example, it can be changed according to the weather, the day of the week, or the time zone.

  The device management table shown in FIG. 6 associates areas, device names, network address information (such as IP addresses), and device numbers. This device management table is set in advance for all automatic terminals connected to the maintenance terminal 20 of the upper center 2 via a network. That is, the maintenance terminal 20 is a table for managing information on automatic terminals that are remotely maintained.

  The abnormality processing management table (high priority) shown in FIG. 7 associates the standby number, the device number, the occurrence event, and the occurrence time. For example, (standby number, device number, occurrence event, occurrence time) is registered as (1, B-1, event 1, 9:45:32). That is, the event 1 that occurred in the automatic terminal 1 at the remote location B at 9:45:32 indicates that the abnormality processing priority is the first in the high level. This is referred to as service call information. The abnormality process management table (high priority) registers service call information waiting in turn for performing an abnormality avoidance process on an automatic terminal that has transmitted a service call including high priority occurrence event information. That is, the abnormal process management table (high priority) registers service call information in an automatic terminal that has transmitted a service call including occurrence event information having a high abnormal process priority. In addition, the abnormal process management table (high priority) indicates that the service call information in the automatic terminal that has transmitted the service call including the generated event information having the low abnormal process priority is generated from the occurrence of the generated event having the low abnormal process priority. Even when a predetermined time has elapsed, it is registered in the abnormal process management table (high priority) (referred to as an update process of the abnormal process management table). The update process of the abnormality process management table will be described later.

  At the time when the abnormality avoidance process by the maintenance terminal 20 is completed, the control unit 201 of the maintenance terminal 20 executes the automatic terminal that has executed the abnormality avoidance process (service call information registered in the standby number 1 in the case of the automatic selection method). In the case of the automatic terminal corresponding to, and the manual selection method, the service call information in the automatic terminal corresponding to the service call information registered in the standby number arbitrarily selected by the operator) from the abnormality processing management table (high priority) delete.

The abnormality processing management table (low priority) shown in FIG. 8 associates the standby number, the device number, the occurrence event, and the occurrence time. For example, (standby number, device number, occurrence event, occurrence time) is registered as (1, A-1, event 5, 9:45:35). That is, event 1 that occurred in the automatic terminal 1 in the remote place A at time 9:45:35 indicates service call information that is the first among the abnormal processing priorities. The abnormality processing management table (low priority) registers service call information waiting in turn for performing abnormality avoidance processing on an automatic terminal that has transmitted a service call including low priority occurrence event information. That is, the abnormal process management table (low priority) registers service call information in an automatic terminal that has transmitted a service call including occurrence event information having a low abnormal process priority.

  When the abnormality avoidance process by the maintenance terminal 20 is completed, the control unit 201 of the maintenance terminal 20 deletes the service call information in the automatic terminal that has executed the abnormality avoidance process from the abnormality process management table (low priority).

  The abnormality processing management table (high priority) and abnormality processing management table (low priority) are serviced by the control unit 21 of the maintenance terminal 20 based on the service call, priority table, and device management table transmitted from the automatic terminal. Register call information.

  For example, it is assumed that a service call including occurrence event information indicating the occurrence of event 1 is transmitted from the automatic terminal 1 at the remote location B to the maintenance terminal 20. The control unit 201 of the maintenance terminal 20 determines that the device number is B-1 from the IP address to which the service call is transmitted and the device management table. The control unit 201 of the maintenance terminal 20 determines that the processing priority is high from the service call and the priority table. Then, the maintenance terminal 20 registers B-1 as the device number, event 1 as the occurrence event, and occurrence time in the standby number 1 of the abnormality processing management table (high priority). When the control unit 11 of the automatic terminal 1 determines the occurrence event information that has occurred in the automatic terminal 1, the occurrence time is identified by a counter (not shown) and is transmitted including information indicating the occurrence time in the service call. The control unit 201 of the maintenance terminal 20 acquires the occurrence time from the service call. Alternatively, the control unit 201 of the maintenance terminal 20 can determine the reception time of the service call from a counter (not shown).

  Next, it is assumed that a service call including occurrence event information indicating the occurrence of event 5 is transmitted from the automatic terminal 1 in the remote place A to the maintenance terminal 20. The control unit 201 of the maintenance terminal 20 determines that the device number is A-1 from the IP address to which the service call is transmitted and the device management table. The control unit 201 of the maintenance terminal 20 determines that the processing priority is low from the service call and the priority table. Then, the maintenance terminal 20 registers A-1 as the device number, the event 5 as the occurrence event, and the occurrence time in the standby number 1 of the abnormality processing management table (low priority).

  Next, it is assumed that a service call including occurrence event information indicating the occurrence of event 3 is transmitted from the automatic terminal 5 in the remote place A to the maintenance terminal 20. The control unit 201 of the maintenance terminal 20 determines that the device number is A-5 from the IP address to which the service call is transmitted and the device management table. The control unit 201 of the maintenance terminal 20 determines that the processing priority is high from the service call and the priority table. The maintenance terminal 20 registers the standby number 2 of the abnormality processing management table (high priority), A-2 as the device number, event 3 as the occurrence event, and the occurrence time.

  Next, it is assumed that a service call including occurrence event information indicating the occurrence of event 2 is transmitted from the automatic terminal 2 in the remote place A to the maintenance terminal 20. The control unit 201 of the maintenance terminal 20 determines that the device number is A-2 from the IP address to which the service call is transmitted and the device management table. The control unit 201 of the maintenance terminal 20 determines that the processing priority is high from the service call and the priority table. Then, the maintenance terminal 20 registers the device number A-2, the event 2 as the occurrence event, and the occurrence time in the standby number 3 of the abnormality processing management table (high priority).

  Next, update processing of the abnormal process management table will be described with reference to FIGS. 9 and 10. FIG. 9 is a flowchart for explaining the update process of the abnormal process management table.

  First, the control unit 201 of the maintenance terminal 20 acquires the current time from a counter (not shown) (step S100). Next, the control unit 201 of the maintenance terminal 20 reads the abnormality processing management table (low priority) recorded in the storage unit 205 (step S101). Here, the update processing of the abnormal process management table is to prevent a processing delay for the automatic terminal that has transmitted the service call including the generated event information indicating the generated event having a low priority. Service call information registered in (High) is excluded.

Then, the control unit 201 of the maintenance terminal 20 determines whether or not the service call information is registered in the abnormality processing management table (low priority) (step S102). If the service call information is not registered (step S302, NO), the control unit 201 of the maintenance terminal 20 completes the abnormality process management table update process. If the service call information is registered (step S302, YES), the control unit 201 of the maintenance terminal 20 starts from the standby number 1 for all the service call information registered in the abnormality processing management table (low priority). In order, it is determined whether a certain time (timeout time (for example, can be arbitrarily set by the input unit 204)) has elapsed from the time of occurrence (that is, current time> occurrence time + timeout time) (step S103).

  When the control unit 201 of the maintenance terminal 20 determines that the current time is less than the occurrence time + timeout time for the service call information of the standby number 1 registered in the abnormality processing management table (low priority) (step S103, NO), returning to step S102, the control unit 201 of the maintenance terminal 20 determines whether or not the service call information is registered in the standby number 2 of the abnormality processing management table (low priority). When the control unit 201 of the maintenance terminal 20 determines that the current time of the service call information of the standby number 1 registered in the abnormality processing management table (low priority) exceeds the occurrence time + timeout time (step S103) , YES), the control unit 201 of the maintenance terminal 20 re-registers the service call information of the standby number 1 registered in the abnormality processing management table (low priority) in the abnormality processing management table (high priority) (step) S104). When the control unit 201 of the maintenance terminal 20 re-registers the service call information of the standby number 1 registered in the abnormality processing management table (low priority) in the abnormality processing management table (high priority), the abnormality processing management table Re-register service call information at the standby number at the end of (high priority). Alternatively, the control unit 201 of the maintenance terminal 20 can re-register the service call information in the order of occurrence based on the occurrence time of the service call information registered in the abnormality processing management table (high priority).

  Next, the control unit 201 of the maintenance terminal 20 deletes the service call information moved from the abnormality processing management table (low priority) to the abnormality processing management table (high priority) from the abnormality processing management table (low priority) ( Step S105). Then, if the service call information is registered in standby number 2 of the abnormality processing management table (low priority), the control unit 201 of the maintenance terminal 20 moves up to standby number 1 and re-registers it. Then, returning to step S102, the control unit 201 of the maintenance terminal 20 determines whether or not service call information is registered in the standby number 1 of the abnormality processing management table (low priority).

  FIG. 10 is a diagram illustrating a specific example of the update process of the abnormality process management table. FIG. 10A is a diagram illustrating an initial state of the abnormality processing management table (high priority) in which the abnormality processing priorities are ranked. FIG. 10B is a diagram showing an initial state of the abnormality processing management table (priority low) in which the abnormality processing priorities are ranked. FIG. 10C is a diagram showing the state of the abnormality processing management table (high priority) when the update processing of the abnormality processing management table (high priority) and the abnormality processing management table (low priority) is completed. is there. FIG. 10D is a diagram showing the state of the abnormality processing management table (low priority) at the time when the update processing of the abnormality processing management table (high priority) and the abnormality processing management table (low priority) is completed. is there. FIG. 10E shows the abnormality processing management table (high priority) at the time when the abnormality avoidance processing for the service call information of the standby number 1 in the abnormality processing management table (high priority) in FIG. 10C is completed. It is a figure which shows a state. FIG. 15 (f) shows the abnormality processing management table (high priority) at the time when the abnormality avoidance processing for the service call information of standby number 1 in the abnormality processing management table (high priority) in FIG. 10 (c) is completed. It is a figure which shows a state.

  First, as shown in FIG. 10A, in the abnormality processing management table (high priority), the control unit 201 of the maintenance terminal 20 in the service call transmitted to the maintenance terminal 20 has a high processing priority. Service call information regarding the devices B-1, A-5, and A-2 is registered in the order transmitted to the maintenance terminal 20 for the service call determined to be. Further, as shown in FIG. 10B, in the abnormal processing management table (low priority), the control unit 201 of the maintenance terminal 20 has a low processing priority in the service call transmitted to the maintenance terminal 20. Service call information related to the device A-1 is registered for the service call determined to be.

  Here, the control unit 201 of the maintenance terminal 20 executes update processing of the abnormal process management table. The control unit 201 of the maintenance terminal 20 can be set to execute the update process of the abnormality process management table at a predetermined time interval that can be arbitrarily set, for example. The control unit 201 of the maintenance terminal 20 receives the service call information of the standby number 1 registered in the abnormality processing management table (low priority) shown in FIG. When the occurrence time is 9:45:35), the control unit 201 of the maintenance terminal 20 determines that the current time exceeds the occurrence time (here 9:45:35) + timeout time, The service call information corresponding to the device number A-1 with the standby number 1 registered in the table (low priority) is re-registered in the abnormality processing management table (high priority). Here, the control unit 201 of the maintenance terminal 20 sends the service call information for the device number of the standby number 1 registered in the abnormality process management table (low priority) to the A-1 abnormality process management table (high priority). In the re-registration, the control unit 201 of the maintenance terminal 20 re-registers in order of occurrence time based on the occurrence time of the service call information registered in the abnormality processing management table (high priority). . That is, as shown in FIG. 10C, the control unit 201 of the maintenance terminal 20 re-registers the service call information for the device number A-1 in the standby number 2 of the abnormality processing management table (high priority). Then, the control unit 201 of the maintenance terminal 20 lowers the service call information corresponding to the device number A-5 of the standby number 2 to the standby number 3 in the state shown in FIG. The control unit 201 of the maintenance terminal 20 re-registers the service call information for the device number A-2 in the standby number 3 to the standby number 4 in the state shown in FIG.

  Then, as shown in FIG. 10D, the control unit 201 of the maintenance terminal 20 performs a service call for the device number A-1 that has been moved from the abnormal process management table (low priority) to the abnormal process management table (high priority). Delete the information from the abnormality processing management table (low priority).

  Next, a case will be described in which an operator who uses the maintenance terminal 20 selects an automatic terminal to be subjected to abnormality avoidance processing by the automatic selection method. The operator responds to the automatic terminal corresponding to the service call information registered in standby number 1 of the abnormality processing management table (high priority) (the automatic terminal of the device encryption B-1 in the state of FIG. 10C). Execute abnormality avoidance processing. When the abnormality avoidance process for the automatic terminal of the device encryption B-1 is completed, the control unit 201 of the maintenance terminal 20 performs a service for the device number A-1 registered in the standby number 1 of the abnormality processing management table (high priority). Delete call information. Then, as shown in FIG. 10 (d), the control unit 201 of the maintenance terminal 20 sets the service call information for the device number A-1 in the standby number 2 to the standby number 1 in the state shown in FIG. Move up and re-register. The control unit 201 of the maintenance terminal 20 reregisters the service call information for the device number A-5 with the standby number 3 to the standby number 2 in the state shown in FIG. In the state shown in FIG. 10C, the control unit 201 of the maintenance terminal 20 raises the service call information corresponding to the device number A-2 of the standby number 4 to the standby number 3, and re-registers it. As shown in FIG. 10F, the registration of the abnormal process management table (low priority) is not changed.

In the present embodiment, it is premised that abnormality avoidance processing for an automatic terminal corresponding to service call information registered in the abnormality processing management table (high priority) shown in FIG. Therefore, the abnormality avoidance process for the automatic terminal corresponding to the service call information registered in the abnormality process management table (low priority) shown in FIG. 10B is the service registered in the abnormality process management table (high priority). The more call information, the greater the delay.

  In order to avoid this problem, service calls registered in the error handling management table (low priority) are targeted, and when a certain time has elapsed from the time when the service call occurred, the priority is changed from low to high. The waiting time for processing can be shortened.

  Next, selection of an automatic terminal to be subjected to an abnormality avoidance process by the maintenance terminal 20 will be described with reference to FIG. First, the control unit 201 of the maintenance terminal 20 executes the update process of the abnormal process management table described with reference to FIGS. 9 and 10 at a predetermined interval, for example (step S200).

  Then, the control unit 201 of the maintenance terminal 20 uses the abnormality processing management table (high priority) shown in FIG. 7 and the abnormality processing management table (low priority) shown in FIG. Information is displayed (step S201). The operator who uses the maintenance terminal 20 enters a state of waiting for selection of the automatic terminal that is the target of the abnormality avoidance process (step S202).

  The control unit 201 of the maintenance terminal 20 determines whether or not the automatic selection method is set for the selection of the automatic terminal that is the target of the abnormality avoidance process (step S203). In the automatic selection method, the selection of the automatic terminal that is the target of the abnormality avoidance process is performed, for example, by the control unit 201 of the maintenance terminal 20 using the abnormality avoidance process based on the abnormality process management table (high priority) shown in FIG. Service call information to be subject to the selection is selected. When the automatic selection method is not set, the manual selection method is used. The manual selection method is based on, for example, the abnormal process management table (high priority) shown in FIG. 7 and the abnormal process management table (low priority) shown in FIG. Thus, the operator using the maintenance terminal 20 selects the service call information to be subjected to the abnormality avoidance process without depending on the abnormality process priority.

  When the automatic selection method is set (step S203, YES), the control unit 201 of the maintenance terminal 20 registers the abnormal processing management table (high priority) registered according to the processing priority and generation time of the occurrence event in the service call. Based on the above, the automatic terminal corresponding to the service call information with the first waiting number is selected as the automatic terminal to be subjected to the abnormality avoidance process. Then, the control unit 201 of the maintenance terminal 20 acquires service call information corresponding to the automatic terminal that is the target of the abnormality avoidance process, and stores the service call information registered in the abnormality process management table (high priority). Delete (step S204).

  When the automatic selection method is not set (step S203, YES), the operator who uses the maintenance terminal 20 displays an abnormality processing management table (high priority) and an abnormality processing management table (higher priority) displayed on the screen of the display unit 203. Specific service call information is selected by the input unit 204 from all the service call information registered in (low priority). The automatic terminal corresponding to the selected service call information is the automatic terminal that is the target of the abnormality avoidance process.

  Then, the control unit 201 of the maintenance terminal 20 acquires the service call information selected by the operator from the abnormality processing management table (high priority) or the abnormality processing management table (low priority), and the abnormality processing management table (high priority). Or the service call information is deleted from the abnormality processing management table (low priority) (step S205).

  The control unit 201 of the maintenance terminal 20 associates the device number included in the service call information to be subjected to the abnormality avoidance process selected by the automatic selection method or the manual selection method with the device number of the device management table shown in FIG. Then, the IP address information of the automatic terminal corresponding to the service call information to be subjected to the abnormality avoidance process is acquired from the device management table (step S206).

  Then, the control unit 201 of the maintenance terminal 20 displays the IP address of the automatic terminal that is the target of the abnormality avoidance process on the display unit 203. The operator who uses the maintenance terminal 20 makes a telephone call to the automatic terminal that is the target of the abnormality avoidance process according to the display on the display unit 203 (step S207). Alternatively, the control unit 201 of the maintenance terminal 20 can perform a telephone call process on the automatic terminal corresponding to the acquired IP address.

  When the user of the automatic terminal responds to a telephone call from an operator who uses the maintenance terminal 20 in the call unit 15, a call can be made with the operator. The operator performs an abnormality avoidance process by remotely operating the occurrence event in the automatic terminal or by instructing the user (step S208). When the abnormality avoidance process is completed, the operator ends the call with the user of the automatic terminal 1 (step S209).

  FIG. 12 is a diagram illustrating a specific example of the manual selection method of the automatic terminal that is the target of the abnormality avoidance process by the maintenance terminal 20. FIG. 12A is a diagram showing an initial state of an abnormal process management table (high priority) in which abnormal process priorities are ranked. FIG. 12B is a diagram illustrating an initial state of the abnormality processing management table (priority low) in which abnormality processing priorities are ranked. FIG. 12C is a diagram showing a state of the abnormality processing management table (high priority) when service call information is selected by the manual selection method. FIG. 12D is a diagram showing a state of the abnormality processing management table (low priority) when service call information is selected by the manual selection method. FIG. 12 (e) is a diagram showing a state of the abnormality processing management table (high priority) when service call information is further selected from the state of FIG. 12 (c) by the manual selection method. FIG. 12 (f) is a diagram showing a state of the abnormality processing management table (low priority) when service call information is further selected from the state of FIG. 12 (d) by the manual selection method.

  First, as shown in FIG. 12A, a service call that the control unit 201 of the maintenance terminal 20 determines to have a high processing priority among the service calls transmitted to the maintenance terminal 20 is sent to the maintenance terminal 20. Service call information related to the devices B-1, A-5, and A-2 is registered in the order of transmission. Further, as shown in FIG. 10B, in the abnormal processing management table (low priority), the control unit 201 of the maintenance terminal 20 has a low processing priority in the service call transmitted to the maintenance terminal 20. Service call information related to the device A-1 is registered for the service call determined to be.

  Here, when the automatic selection method is not set and the manual selection method is used, an operator who uses the maintenance terminal 20 displays the abnormality processing management table (a) shown in FIG. Specific service call information is selected by the input unit 204 from all the service call information registered in the abnormality processing management table (low priority) shown in FIG. The operator who uses the maintenance terminal 20 receives the service call information of the standby number 2 registered in the abnormality processing management table (high priority) shown in FIG. 10A (the device number is A-5, the generated event is the event 2). , The occurrence time is 9:45:40), it is assumed that the automatic terminal to be subjected to the abnormality avoidance process is selected.

  Then, the control unit 201 of the maintenance terminal 20 acquires the service call information selected by the operator from the abnormality processing management table (high priority), and the abnormality processing management table (high priority) as shown in FIG. The service call information for device number A-5 is deleted. Then, as shown in FIG. 12C, the control unit 201 of the maintenance terminal 20 sets the service call information for the device number of standby number 3 to A-2 in the state shown in FIG. Move up and re-register. In the abnormal process management table (low priority), registration is not changed as shown in FIG.

  It is assumed that the abnormality avoidance process is completed between the operator who uses the maintenance terminal 20 and the user of the automatic terminal having the device number A-5. Next, the operator who uses the maintenance terminal 20 displays the abnormality processing management table (high priority) shown in FIG. 12C and the abnormality processing management table shown in FIG. Specific service call information is selected by the input unit 204 from all service call information registered in (low priority). The operator who uses the maintenance terminal 20 receives the service call information of the standby number 1 registered in the abnormal processing management table (low priority) shown in FIG. , When the occurrence time is 9:45:35), it is assumed that it is selected as an automatic terminal to be subjected to the abnormality avoidance process.

  Then, the control unit 201 of the maintenance terminal 20 acquires the service call information selected by the operator from the abnormality processing management table (low priority), and the abnormality processing management table (low priority) as shown in FIG. The service call information for device number A-1 is deleted. In the abnormal process management table (low priority), registration is not changed as shown in FIG.

  Next, an operator who uses the maintenance terminal 20 selects a specific service call from all the service call information registered in the abnormality processing management table (high priority) or the abnormality processing management table (low priority) by the manual selection method. A method for selecting information will be described. An operator who uses the maintenance terminal 20 specifies from all service call information registered in the abnormality processing management table (high priority) and abnormality processing management table (low priority) displayed on the screen of the display unit 203. Service call information is selected by the input unit 204. Occurrence events are displayed in the error process management table (high priority) and error process management table (low priority), so the operator must recognize what events have occurred on which automatic terminals. Can do.

  Further, the photographing unit 17 of the automatic terminal 1 photographs a user who uses the automatic terminal 1. The image data photographed by the photographing unit 17 is transmitted to the maintenance terminal 20 of the upper center 2 using the Internet line via the network interface 12. The control unit 201 of the maintenance terminal 20 can temporarily store the received image data in the storage unit 205 and display it on the display unit 203 in real time. An operator who uses the maintenance terminal 20 can switch so that arbitrary image data is displayed on the display unit 203 by, for example, the input unit 204 with respect to a plurality of image data transmitted from a plurality of automatic terminals. The operator of the maintenance terminal 20 can select specific service call information from the abnormality processing management table (high priority), the abnormality processing management table (low priority) and the image data. For example, even if the service call information includes an occurrence event that does not require urgency registered in the abnormality processing management table (low priority), the operator using the maintenance terminal 20 can handle the service call information. When the user recognizes that the user is an elderly person or the like from the image data transmitted from the automatic terminal, the operator using the maintenance terminal 20 can select the service call information. Even if the service call information includes an occurrence event that does not require urgency registered in the abnormality processing management table (low priority), the operator using the maintenance terminal 20 can handle the service call information. When it is recognized from the image data transmitted from the automatic terminal that the plurality of users are lined up, the operator using the maintenance terminal 20 selects the service call information as a target for the abnormality avoidance process. Thus, there is an effect of improving the service for the user.

  With such a manual selection method, an operator who uses the maintenance terminal 20 can register an abnormality processing management table (high priority) and an abnormality registered according to the processing priority and generation time of the occurrence event in the service call transmitted from the automatic terminal. Without depending on the process management table (low priority), the operator using the maintenance terminal 20 can comprehensively determine the situation of the user and select the order of the abnormality avoidance process.

  In this remote maintenance system, since a telephone call is made from the maintenance terminal 20 side on the telephone line between the automatic terminal 1 and the maintenance terminal 20, it is assumed that service calls are simultaneously transmitted from the plurality of automatic terminals to the maintenance terminal 20. Even the network load can be reduced.

  The present invention is not limited to the above-described embodiment, and can be variously modified within the scope of the gist of the present invention or a future implementation stage based on the technology available at that time. It is. In addition, the embodiments may be appropriately combined as much as possible, and in that case, the combined effect can be obtained. Further, the above embodiments include inventions at various stages, and various inventions can be extracted by appropriately combining a plurality of disclosed constituent elements. For example, even if some configuration requirements are deleted from all the configuration requirements shown in the embodiment, a configuration from which these configuration requirements are deleted can be extracted as an invention.

The figure which shows the structure of the remote maintenance system which concerns on one Embodiment of this invention. The block diagram which shows the structure of the automatic terminal which concerns on one Embodiment of this invention. The block diagram which shows the structure of the maintenance terminal which concerns on one Embodiment of this invention. The sequence diagram which shows the process in the remote maintenance system which concerns on one Embodiment of this invention. The figure which shows the priority table which concerns on one Embodiment of this invention. The figure which shows the apparatus management table which concerns on one Embodiment of this invention. The figure which shows the abnormal process management table (high priority) based on one Embodiment of this invention. The figure which shows the abnormal process management table (low priority) based on one Embodiment of this invention. The flowchart explaining the update process of an abnormal process management table. The figure which shows the abnormal process management table (high priority) and abnormal process management table (low priority) which concern on one Embodiment of this invention. The flowchart explaining selection of the automatic terminal used as the object of an abnormality avoidance process. The figure which shows the abnormal process management table (high priority) and abnormal process management table (low priority) which concern on one Embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Automatic terminal, 2 ... Maintenance terminal, 11 ... Control part, 12 ... Network interface, 13 ... Control panel, 14 ... Memory | storage part, 15 ... Calling part, 16 ... Notification part, 17 ... Shooting part, 20 ... High-order center, 131 ... Display unit, 132 ... Input unit, 201 ... Control unit, 202 ... Network interface, 203 ... Display unit, 204 ... Input unit, 205 ... Storage unit, 206 ... Calling unit.

Claims (17)

Control means for identifying an occurrence event in the terminal;
A notification means for notifying device information including information indicating the occurrence event identified by the control means via the first network;
Based on the device information notified by the notification unit, a determination unit that determines a processing order for the occurrence event that has occurred in the terminal;
Storage means for recording an abnormality processing management table in which the device information is registered based on the processing order determined by the determination means;
Obtaining means for obtaining specific device information registered in the management table recorded in the storage means;
Call means for making a call via a second network to the terminal that has notified the specific device information acquired by the acquisition means;
A remote maintenance system comprising:   The remote maintenance system according to claim 1, wherein the device information includes an occurrence time when the occurrence event occurs.   The determination means associates information indicating the occurrence event and the occurrence time included in the device information notified by the notification means, and whether the priority of each of the plurality of occurrence events is high or low Compare with the priority table recorded in the storage means, register the device information in the abnormal processing high management table when the priority is high, and abnormal processing low management table when the priority is low The remote maintenance system according to claim 2, wherein the remote maintenance system is registered.   The determination means includes the occurrence time of the occurrence event, the occurrence time of abnormal process high device information registered in the abnormal process high management table, or abnormal process low device information registered in the abnormal process low management table. The time of occurrence of the error is compared with the current time, and the device information is registered in the abnormal processing high device information or the abnormal processing high device information in the order in which the current time has elapsed. Remote maintenance system.   When there is elapsed device information whose current time exceeds a time obtained by adding a predetermined time to the occurrence time of the abnormal processing low device information registered in the abnormal processing low management table, the determining unit displays the abnormal device information as the abnormal device information. 5. The remote maintenance system according to claim 4, wherein the remote maintenance system is registered in a processing amount management table.   The determination means, when registering the elapsed device information in the abnormal process height management table, an occurrence time of the elapsed device information and an occurrence time of the abnormal process low device information registered in the abnormal process height management table 6. The remote maintenance system according to claim 5, wherein the elapsed device information is registered in the abnormal processing low device information in the order in which the current time has elapsed.   The acquisition means, based on the first selection setting by the input means, includes the occurrence time of the abnormal process high device information in the abnormal process high device information registered in the abnormal process height management table. The remote maintenance system according to claim 6, wherein the specific device information that has passed most since is acquired.   The acquisition means is based on the second selection setting by the input means, and the abnormal process high device information registered in the abnormal process high management table or the abnormal process low registered in the abnormal process low management table. The remote maintenance system according to claim 6, wherein the specific device information is acquired by selecting the specific device information by the input unit in the device information. A communication means for receiving device information including information indicating an occurrence event occurring in the terminal via the first network;
Based on the device information received by the communication means, a determination means for determining the processing order for the occurrence event that has occurred in the terminal,
Storage means for recording an abnormality processing management table in which the device information is registered based on the processing order determined by the determination means;
Obtaining means for obtaining specific device information registered in the management table recorded in the storage means;
Call means for making a call via a second network to the terminal that has notified the specific device information acquired by the acquisition means;
A maintenance terminal.   The maintenance device according to claim 9, wherein the device information includes an occurrence time when the occurrence event occurs.   The determination unit associates the information indicating the occurrence event and the occurrence time included in the device information received by the communication unit with the priority of each of the plurality of occurrence events. The priority information recorded in the means is compared, and the device information is registered in the abnormal processing high management table when the priority is high, and is registered in the abnormal processing low management table when the priority is low. The maintenance terminal according to claim 10, wherein the maintenance terminal is registered.   The determination means includes the occurrence time of the occurrence event, the occurrence time of abnormal process high device information registered in the abnormal process high management table, or abnormal process low device information registered in the abnormal process low management table. 12. The device generation time is compared with the current time, and the device information is registered in the abnormal processing high device information or the abnormal processing high device information in the order in which the current time has elapsed. Maintenance terminal.   When there is elapsed device information whose current time exceeds a time obtained by adding a predetermined time to the occurrence time of the abnormal processing low device information registered in the abnormal processing low management table, the determining unit displays the abnormal device information as the abnormal device information. The maintenance terminal according to claim 12, wherein the maintenance terminal is registered in a processing amount management table.   The determination means, when registering the elapsed device information in the abnormal process height management table, an occurrence time of the elapsed device information and an occurrence time of the abnormal process low device information registered in the abnormal process height management table 14. The maintenance terminal according to claim 13, wherein the elapsed device information is registered in the abnormal processing low device information in the order in which the current time has elapsed.   The acquisition means, based on the first selection setting by the input means, includes the occurrence time of the abnormal process high device information in the abnormal process high device information registered in the abnormal process height management table. 15. The maintenance terminal according to claim 14, wherein the specific device information that has passed most since is acquired.   The acquisition means is based on the second selection setting by the input means, and the abnormal process high device information registered in the abnormal process high management table or the abnormal process low registered in the abnormal process low management table. The maintenance terminal according to claim 14, wherein the specific device information is acquired by selecting the specific device information by the input unit in the device information. Receiving device information including information indicating an event occurring in the terminal via the first network;
Based on the received device information, determine the processing order for the occurrence event that occurred in the terminal,
Record the abnormality processing management table in which the device information is registered based on the determined processing order,
Acquire specific device information registered in the recorded management table,
Making a call via the second network to the terminal that has notified the specific device information acquired;
A remote maintenance method characterized by that.

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