Transaction processing systems maintenance

• US 7,545,816 B1
• Filed: 01/12/1999
• Issued: 06/09/2009
• Est. Priority Date: 04/29/1998
• Status: Expired due to Fees

• Current Assignee: NCR Corporation
• Original Assignee: NCR Corporation
• Inventors: Coutts, Michael G., Dove, Lee G.
• Primary Examiner(s): Chan; Wing F
• Assistant Examiner(s): Tsegaye; Saba
• Application Number:
  US09/229,046
• Time in Patent Office: 3,801 Days
• Field of Search: 370/400, 370/422, 705 35- 45, 235/375, 235/379, 235/380, 340/10.1, 709/202, 709/223, 709/224, 714/25, 714/28
• US Class Current: 370/400
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 20/202 Interconnection or interaction of plural electronic cash registers [ECR] or to host computer, e.g. network details, transfer of information from host to ECR or from ECR to ECR
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: G07F 19/201 Accessories of ATMs
• CPC Class Codes: G07F 19/211 Software architecture within ATMs or in relation to the ATM network
• CPC Class Codes: G07G 1/14 Systems including one or more distant stations co-operating with a central processing unit data transmission in general H04L; telemetry systems for selectively calling a substation from a main station H04Q9/00
• CPC Class Codes: G07G 5/00 Receipt-giving machines cash registers giving receipts G07G1/00

Abstract

A communications network can comprise a plurality of network sites, to each of which a transaction terminal, a maintenance terminal, or a server may be connected. Each transaction terminal (which may be an ATM or a point-of-sale terminal) may have at least one service element, such as a card transport or currency bin, which is to be maintained in operation. Intelligent agent programs may move between terminals collecting information from or imparting information to each terminal visited. The information that is collected or imparted may be used for facilitating efficient servicing or maintenance of the transaction terminals.

Claims

1. A method of operating a server system and associated Automated Teller Machines, ATMs, comprising:

a) using the server system to deliver, to a monitor intelligent agent, Monitor Agent,

i) a list of ATMs, and

ii) a diagnostic computer program;

b) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM;

i) deliver the diagnostic computer program to the ATM;

ii) receive and store results of the diagnostic computer program after the ATM runs the program; and

iii) return to the server.

2. Method according to claim 1, wherein different lists of ATMs are delivered to the Monitor Agent at different times.

3. Method according to claim 2, wherein different diagnostic computer programs are delivered to the Monitor Agent at different times.

4. A method of operating a server system and associated Automated Teller Machines, ATMs, comprising:

a) using the server system to deliver, to a monitor intelligent agent, Monitor Agent,

i) a list of ATMs, and

ii) a diagnostic computer program;

b) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM;

i) deliver the diagnostic computer program to the ATM;

ii) receive and store results of the diagnostic computer program after the ATM runs the program; and

iii) return to the server,

wherein the Monitor Agent comprises a data packet, having a format which includes

1) sender'"'"'s network address,

2) addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM.

5. A method of operating a server system and associated Automated Teller Machines, ATMs, comprising:

a) using the server system to deliver, to a monitor intelligent agent, Monitor Agent,

i) a list of ATMs, and

ii) a diagnostic computer program;

b) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM;

i) deliver the diagnostic computer program to the ATM;

ii) receive and store results of the diagnostic computer program after the ATM runs the program; and

iii) return to the server,

wherein the Monitor Agent comprises a data packet having a format which includes

1) sender'"'"'s network address,

2) addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM;

c) using the server to deliver, to a service intelligent agent, Service Agent,

i) a list of ATMs,

ii) names of human service technicians, and

iii) technical abilities of the service technicians; and

d) causing the Service Agent to visit the ATMs on the list in sequence and, at each ATM, deliver;

i) the names of the human service technicians, and

ii) the technical abilities of the service technicians.

6. Method according to claim 5, wherein the format of the Monitor Agent is the same as that of the Service Agent.

7. Method according to claim 5, and further comprising:

e) at an ATM,

i) detecting an error condition;

ii) examining the abilities of the human service technicians and selecting a group of technicians to handle the error condition;

iii) ranking the technicians in the group;

iv) delivering to an alert intelligent agent, Alert Agent, addresses of the group of technicians, and causing the Alert Agent to contact the technicians in the group in rank order, until a technician is found who makes a specified response.

8. Method according to claim 7, wherein the Alert Agent, Monitor Agent, and Service Agent are all organized according to a common format.

9. A method of operating a server system and associated Automated Teller Machines, ATMs, comprising:

a) using the server system to deliver, to a monitor intelligent agent, Monitor Agent,

i) a list of ATMs, and

ii) a diagnostic computer program;

b) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM;

i) deliver the diagnostic computer program to the ATM;

ii) receive and store results of the diagnostic computer program after the ATM runs the program; and

iii) return to the server,

wherein the Monitor Agent comprises a data packet, having a format which includes

1) sender'"'"'s network address,

2) addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM;

c) using the server to deliver, to a service intelligent agent, Service Agent,

i) a list of ATMs,

ii) names of human service technicians, and

iii) technical abilities of the service technicians;

d) causing the Service Agent to visit the ATMs on the list in sequence and, at each ATM, deliver,

i) the names of the human service technicians, and

ii) the technical abilities of the service technicians;

e) at an ATM,

i) detecting an error condition;

ii) examining the abilities of the human service technicians and selecting a technician to handle the error condition; and

iii) delivering to an alert intelligent agent, Alert Agent, an address of the technician selected, and causing the Alert Agent to contact the technician selected.

10. A system, comprising:

a) a server system and a group of associated Automated Teller Machines, ATMs;

b) means for

i) transferring from the server system to a monitor intelligent agent, Monitor Agent,

A) a list of ATMs and

B) a diagnostic computer program; and

ii) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM

A) delivering the diagnostic computer program to the ATM;

B) receiving and storing results of the diagnostic computer program after the ATM runs the program; and

C) returning to the server.

11. A system, comprising:

a) a server system and a group of associated Automated Teller Machines, ATMs;

b) means for

i) transferring from the server system to a monitor intelligent agent, Monitor Agent,

A) a list of ATMs and

B) a diagnostic computer program; and

ii) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM

A) delivering the diagnostic computer program to the ATM;

B) receiving and storing results of the diagnostic computer program after the ATM runs the program; and

C) returning to the server,

wherein the Monitor Agent comprises a data packet having a format which includes

1) sender'"'"'s network address,

2) addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM.

12. Apparatus according to claim 11, wherein the format of the Monitor Agent is the same as that of the Service Agent.

13. A system, comprising:

a) a server system and a group of associated Automated Teller Machines, ATMs;

b) means for

i) transferring from the server system to a monitor intelligent agent, Monitor Agent,

A) a list of ATMs and

B) a diagnostic computer program; and

ii) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM

A) delivering the diagnostic computer program to the ATM;

B) receiving and storing results of the diagnostic computer program after the ATM runs the program; and

C) returning to the server,

wherein the Monitor Agent comprises a data packet having a format which includes

1) sender'"'"'s network address,

2) addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM;

c) means for

i) transferring

A) a list of ATMs,

B) names of human service technicians, and

C) technical abilities of the service technicians from the server system to a service intelligent agent, Service Agent; and

ii) causing the Service Agent to visit the ATMs on the list in sequence and, at each ATM, deliver;

A) the names of the human service technicians, and

B) the technical abilities of the service technicians.

14. Apparatus according to claim 13, wherein different lists of ATMs are delivered to the Monitor Agent at different times.

15. Method according to claim 14, wherein different diagnostic computer programs are delivered to the Monitor Agent at different times.

16. A system, comprising:

a) a server system and a group of associated Automated Teller Machines, ATMs;

b) means for

i) transferring from the server system to a monitor intelligent agent, Monitor Agent,

A) a list of ATMs and

B) a diagnostic computer program; and

ii) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM

A) delivering the diagnostic computer program to the ATM;

B) receiving and storing results of the diagnostic computer program after the ATM runs the program; and

C) returning to the server,

wherein the Monitor Agent comprises a data packet having a format which includes

1) sender'"'"'s network address,

2)-addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM;

c) means for

i) transferring

A) a list of ATMs,

B) names of human service technicians, and

C) technical abilities of the service technicians from the server system to a service intelligent agent, Service Agent; and

ii) causing the Service Agent to visit the ATMs on the list in sequence and, at each ATM, deliver;

A) the names of the human service technicians, and

B) the technical abilities of the service technicians;

d) means for detecting an error condition at an ATM;

e) means for examining, at the ATM, the abilities of the human service technicians and selecting a technician to handle the error condition;

f) means for delivering, at the ATM, an address of the technician selected to an alert intelligent agent, Alert Agent, and causing the Alert Agent to contact the technician selected.

17. A system, comprising:

a) a server system and a group of associated Automated Teller Machines, ATMs;

b) means for

i) transferring from the server system to a monitor intelligent agent, Monitor Agent,

A) a list of ATMs and

B) a diagnostic computer program; and

ii) causing the Monitor Agent to visit the ATMs on the list in sequence and, at each ATM

A) delivering the diagnostic computer program to the ATM;

B) receiving and storing results of the diagnostic computer program after the ATM runs the program; and

C) returning to the server,

c) means for detecting an error condition at an ATM;

d) means for examining, at the ATM, the abilities of the human service technicians and selecting a group of technicians to handle the error condition;

e) means for ranking the technicians in the group at the ATM; and

f) means for

i) delivering, at the ATM, addresses of the group of technicians to an alert intelligent agent, Alert Agent, and

ii) causing the Alert Agent to contact the technicians in the group in rank order, until a technician is found who agrees to service the error condition

wherein the Monitor Agent comprises a data packet having a format which includes

1) sender'"'"'s network address,

2) addresses of the ATMs to be visited,

3) the diagnostic program, and

4) a register to contain data obtained from the ATM and

wherein the format of the Monitor Agent is the same as that of the Service Agent.

18. Apparatus according to claim 17, wherein the Alert Agent, Monitor Agent, and Service Agent are all organized according to a common format.

19. A method of operating a server system connected by a network to Automated Teller Machines, ATMs, comprising:

a) equipping an intelligent agent with

i) network address of a sending server, and

ii) a list of ATMs to visit; and

b) causing the intelligent agent to

i) travel the network and visit ATMs on the list, and

ii) return to the sending server after visiting the ATMs.

20. Method according to claim 19, and further comprising:

c) causing the agent to run a diagnostic program on the ATMs visited; and

d) record results of the program, and deliver the results to the sending server upon return.