Method of providing information

• US 7,522,916 B2
• Filed: 07/26/2005
• Issued: 04/21/2009
• Est. Priority Date: 10/20/2001
• Status: Expired due to Term

• Current Assignee: NCR Corporation
• Original Assignee: NCR Corporation
• Inventors: Smith, Martin R., Grossi, Mark M.
• Primary Examiner(s): Tran; CongVan
• Application Number:
  US11/189,571
• Publication Number:
  US 20050282539A1
• Time in Patent Office: 1,365 Days
• Field of Search: 455/423, 455/424, 455/410, 455/411, 455/412.1, 455/412.2, 455/404.1, 455/9, 455/406, 455/414.1, 455/420, 455/556.1, 791/142, 791/141.9, 791/141.4, 791/142.2, 705/43, 705/45
• 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 a service agent servicing an incident associated with an automated teller machine (ATM), the method comprising:

receiving via a cellphone an instruction to be dispatched to assess the incident associated with the ATM; and

using the cellphone to access a wireless protocol server which contains operational information relating to the incident associated with the ATM after the service agent has assessed the incident associated with the ATM.

2. A method of a service agent servicing an incident associated with an automated teller machine (ATM), the method comprising:

receiving via a cellphone an instruction to be dispatched to assess the incident associated with the ATM; and

using the cellphone to access a wireless protocol server which contains historical information relating to the incident associated with the ATM after the service agent has made an assessment of the incident associated with the ATM to allow the service agent to service the incident.

3. An apparatus for enabling a service agent to service an incident associated with an automated teller machine (ATM), the apparatus comprising:

a cellphone for (i) allowing the service agent to receive an instruction to be dispatched to assess the incident associated with the ATM, and (ii) allowing the service agent to access a wireless protocol server which contains operational information relating to the incident associated with the ATM after the service agent has assessed the incident associated with the ATM to allow the service agent to service the incident.

4. An apparatus for enabling a service agent to service an incident associated with an automated teller machine (ATM), the apparatus comprising:

a cellphone for (i) allowing the service agent to receive an instruction to be dispatched to assess the incident associated with the ATM, and (ii) allowing the service agent to access a wireless protocol server which contains historical information relating to the incident associated with the ATM after the service agent has assessed the incident associated with the ATM to allow the service agent to service the incident.