Method of providing information

• US 6,959,187 B2
• Filed: 10/15/2002
• Issued: 10/25/2005
• Est. Priority Date: 10/20/2001
• Status: Active Grant

• Current Assignee: NCR Corporation
• Original Assignee: NCR Corporation
• Inventors: Smith, Martin R., Grossi, Mark M.
• Primary Examiner(s): Tran, CongVan
• Application Number:
  US10/270,943
• Publication Number:
  US 20030078039A1
• Time in Patent Office: 1,106 Days
• Field of Search: 455/423, 455/424, 455/410, 455/411, 455/412.1, 455/412.2, 455/404.1, 455/404.2, 455/8
• 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. An apparatus comprising:

means for receiving from a remote terminal status information relating to a irregularity in the remote terminal;

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

means for identifying an agent capable of performing the action;

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

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

6. An apparatus according to claim 5, wherein the information is transmitted using the wireless application protocol.

7. An apparatus according to claim 5, wherein the status information identifies the remote terminal and includes details of where the terminal is located.