Method of providing information

• US 20030078039A1
• Filed: 10/15/2002
• Published: 04/24/2003
• Est. Priority Date: 10/20/2001
• Status: Active Grant

• Current Assignee: NCR Atleos Corp.
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Smith, Martin R., Grossi, Mark M.
• Granted Patent: US 6,959,187 B2
• Time in Patent Office: Days
• US Class Current: 455/423
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: G07F 19/207 Surveillance aspects at ATMs
• CPC Class Codes: G07F 19/211 Software architecture within ATMs or in relation to the ATM network
• CPC Class Codes: G07F 9/026 for alarm, monitoring and auditing in vending machines or means for indication, e.g. when empty

Abstract

A method of providing information to a user at a remote terminal (12) is described. The method comprises the steps of: receiving from the remote terminal (12) status information relating to an irregularity in the remote terminal; determining from the status information what action may be required to resolve the irregularity; identifying an agent capable of performing the action; transmitting the status information to a portable device (50) associated with the agent to inform the agent of the irregularity; and allowing the portable device (50) to access a repository containing operational information for presentation to the agent.

Claims

1. A method of providing information to a user at a remote terminal, the method comprising the steps of:

receiving from the remote terminal status information relating to an irregularity in the remote terminal;

determining from the status information what action may be required to resolve the irregularity;

identifying an agent capable of performing the action;

transmitting the status information to a portable device associated with the agent to inform the agent of the irregularity; and

allowing the portable device to access a repository containing operational information for presentation to the agent.

2. A method according to claim 1, wherein the information is transmitted using the wireless application protocol.

3. A method according to claim 1, wherein the status information identifies the remote terminal and includes details of where the terminal is located.

4. A method according to claim 1, wherein the portable device comprises a handheld device.

5. A management server for use with a network of remote terminals, the server comprising:

a management application for receiving status information from the remote terminals and for notifying when the status information indicates an irregularity in a remote terminal; and

a wireless protocol server for providing operational information relating to the irregularity, whereby a service agent may download information from the wireless protocol server to enable the agent to resolve the irregularity.

6. A server according to claim 5, wherein the management application communicates status information for storing on the wireless protocol server to allow an agent to access historical status information relating to a terminal.

7. A method of servicing an irregularity of a remote self-service terminal, the method comprising the step of:

using a portable device to access a wireless protocol server which contains operational information relating to the irregularity of the remote self-service terminal to allow a service agent to service the irregularity.

8. A method according to claim 7, further comprising the step of:

using the portable device to access a wireless protocol server to access historical status information relating to the remote self-service terminal.

9. A method according to claim 7, wherein the step of using a portable device includes the step of using a portable device in the form of a cellphone to access the wireless protocol server.

10. A method according to claim 9, further comprising the step of:

using the cellphone to access a wireless protocol server to access historical status information relating to the remote self-service terminal.

11. An apparatus for servicing an irregularity of a remote self-service terminal, the apparatus comprising:

a portable device including means for accessing a wireless protocol server which contains operational information relating to the irregularity of the remote self-service terminal to allow a service agent to service the irregularity.

12. An apparatus according to claim 11, wherein the portable device further includes means for accessing a wireless protocol server to access historical status information relating to the remote self-service terminal.

13. An apparatus according to claim 12, wherein the portable device comprises a cellphone.

14. An apparatus according to claim 11, wherein the portable device comprises a cellphone.

15. A method of servicing an irregularity associated with an automated teller machine (ATM), the method comprising the step of:

using a cellphone to access a wireless protocol server which contains operational information relating to the irregularity associated with the ATM to allow a service agent to service the irregularity.

16. A method of servicing an irregularity associated with an automated teller machine (ATM), the method comprising the step of:

using a cellphone to access a wireless protocol server which contains historical information relating to the irregularity associated with the ATM to allow a service agent to service the irregularity.

17. An apparatus for servicing an irregularity associated with an automated teller machine (ATM), the apparatus comprising:

a cellphone for accessing a wireless protocol server which contains operational information relating to the irregularity associated with the ATM to allow a service agent to service the irregularity.

18. An apparatus for servicing an irregularity associated with an automated teller machine (ATM), the apparatus comprising:

a cellphone for accessing a wireless protocol server which contains historical information relating to the irregularity associated with the ATM to allow a service agent to service the irregularity.