CN111343185A - Teller machine interaction method and interaction system - Google Patents
Teller machine interaction method and interaction system Download PDFInfo
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- CN111343185A CN111343185A CN202010126637.0A CN202010126637A CN111343185A CN 111343185 A CN111343185 A CN 111343185A CN 202010126637 A CN202010126637 A CN 202010126637A CN 111343185 A CN111343185 A CN 111343185A
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- H—ELECTRICITY
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/10—Network architectures or network communication protocols for network security for controlling access to devices or network resources
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F19/00—Complete banking systems; Coded card-freed arrangements adapted for dispensing or receiving monies or the like and posting such transactions to existing accounts, e.g. automatic teller machines
- G07F19/20—Automatic teller machines [ATMs]
- G07F19/211—Software architecture within ATMs or in relation to the ATM network
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04L63/0861—Network architectures or network communication protocols for network security for authentication of entities using biometrical features, e.g. fingerprint, retina-scan
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- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
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Abstract
The invention relates to the technical field of remote collaboration, in particular to a teller machine interaction method and an interaction system, wherein the method comprises the following steps: acquiring user login information of a teller machine, and establishing a call connection between the teller machine and an agent terminal; the invention realizes remote authorization by establishing call connection between the teller machine and the seat terminal, and when the teller machine and the seat terminal interact, the seat terminal can receive the authorization request sent by the teller machine and transmit the fingerprint signal of the seat terminal seat personnel to the teller machine, thereby realizing remote authorization, meeting remote service and transaction guidance in the use process of bank stock machines and tools, realizing remote comprehensive services such as remote assistance, service authorization and the like, reducing network manpower, realizing service translation, creating more scenes by using services and technologies, and creating price.
Description
Technical Field
The invention relates to the technical field of remote collaboration, in particular to a teller machine interaction method and an interaction system.
Background
With the large-scale popularization of STM self-service teller machine equipment, a large number of self-service teller machines are put into various banks, the problem of long-time queuing for business handling of people is solved, one-to-one business handling between a seat and a user is not needed, one person can serve a plurality of users at the same time, but the existing teller machines all have the problems of personnel field guidance and personnel field authorization, so that STM equipment occupies a large amount of human resources, the input cost of the equipment is not reduced, meanwhile, because fingerprint or other modes of authorization are frequently needed in the business handling of the bank, the existing authorization can be finished only by operating a specific teller on the teller machine, the STM equipment cannot be separated from a website and deployed to scenes such as a leaving website, a self-service bank, a county service point and the like, office place limitation is caused, and the function of convenience is not realized.
Disclosure of Invention
The invention aims to overcome the technical problems that in the prior art, because self-service teller equipment occupies high manpower resources, and meanwhile, because fingerprint or other authorization is often required in banking business handling, the existing authorization can be finished only by operating a specific teller on a teller machine, and STM equipment cannot be deployed to scenes such as a leaving website, a self-service bank, a county service point and the like without the website, and provides a teller machine interaction method and an interaction system.
In order to achieve the purpose, the technical scheme adopted by the invention is as follows: a teller machine interaction method, the method comprising:
acquiring user login information of a teller machine, and establishing a call connection between the teller machine and an agent terminal;
and the seat terminal receives an authorization request sent by the teller machine and transmits a fingerprint signal of a seat person of the seat terminal to the teller machine to realize remote authorization.
Further, obtaining login information of the teller machine and establishing a call connection between the teller machine and the seat terminal includes:
after the login service module acquires a login instruction of a user login of the teller machine, a cooperative signaling is initiated to the queuing service module;
the queuing service module is matched with the teller machine and the seat terminal and sends a connection signaling to the call control service module;
the call control service module establishes call connection between the teller machine and the seat terminal after receiving the connection signaling sent by the queuing service module;
further, after the call control service module establishes call connection between the teller machine and the seat terminal, the information processing service module establishes audio and video connection between the teller machine and the seat terminal, and distributes interactive information in the same call to the teller machine and the seat terminal.
The teller machine interaction system comprises a teller machine, an agent terminal and a server, wherein a fingerprint instrument is arranged on the agent terminal, a fingerprint identification module is correspondingly arranged on the teller machine, and the teller machine interaction system comprises a teller machine, an agent terminal and a server
The method comprises the steps that a server obtains user login information of a teller machine, and call connection between the teller machine and an agent terminal is established;
the seat terminal receives an authorization request of the teller machine, and transmits a fingerprint signal of a seat person on the fingerprint instrument of the seat terminal to the fingerprint identification module of the teller machine to realize remote authorization.
Furthermore, the system further comprises a cooperation terminal and an industrial personal computer, wherein the industrial personal computer is connected with at least one teller machine, the cooperation terminal is respectively in signal connection with the industrial personal computer and an agent terminal, and the agent terminal is in signal connection with the teller machine.
Further, the fingerprint instrument is in signal connection with the teller machine through the cooperation terminal through a remote transmission box.
Furthermore, the audio and video acquisition port of the cooperation terminal is correspondingly connected with the audio and video output port of the industrial control host, the serial port of the cooperation terminal is correspondingly connected with the serial port of the industrial control host, and the USB interface of the cooperation terminal is correspondingly connected with the USB interface of the industrial control host.
Further, the server includes:
the login service module is used for acquiring a login instruction of a user login of the teller machine and initiating a cooperative signaling to the queuing service module;
the queuing service module matches the teller machine and the seat terminal after receiving the cooperative signaling sent by the login service module, and sends a connection signaling to the call control service module;
and the call control service module establishes call connection between the teller machine and the seat terminal after receiving the connection signaling sent by the queuing service module.
Further, the server further comprises an information processing service module, wherein the information processing service module is used for establishing audio and video connection between the teller machine and the seat terminal and distributing the interactive information in the same call to the teller machine and the seat terminal.
Further, the teller machine includes: the touch operation screen is used for man-machine interaction; the interaction screen is used for remotely interacting with the seat terminal; the identity identification module is used for reading and identifying the client information and/or the client authorization information; the system comprises a card identification module, a camera module and a voice module, wherein the card identification module is used for identifying an IC card, the camera module is used for recording a video in the service handling process, and the voice module is used for voice prompt and guiding a client in the whole process and/or carrying out remote voice interaction with a seat terminal.
As can be seen from the above description of the present invention, compared with the prior art, according to the teller machine interaction method and the interaction system provided by the present invention, by establishing a call connection between the teller machine and the seat terminal, when the teller machine interacts with the seat terminal, the seat terminal can receive an authorization request from the teller machine and transmit a fingerprint signal of a seat person at the seat terminal to the teller machine, so as to implement remote authorization, meet remote services and transaction guidance during the use of a bank stock machine, and implement remote comprehensive services such as remote assistance and service authorization, thereby reducing manpower of a network site, translating a background for a service, creating more scenes by using services and technologies, and creating a price value.
Drawings
FIG. 1 is a block diagram of the automated teller machine interaction system of the present invention;
FIG. 2 is a block diagram of a teller machine interactive system server architecture according to the present invention;
FIG. 3 is a diagram of a teller machine interaction system connection of the present invention;
FIG. 4 is a flow diagram of the teller machine interaction data of the present invention;
fig. 5 is a flowchart of a teller machine interaction method according to the present invention.
Detailed Description
The technical solutions in the present invention will be described clearly and completely with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only some embodiments of the present invention, not all embodiments.
As shown in fig. 1 to 4, the teller machine interaction system includes a teller machine 1, an agent terminal 2, a collaboration terminal 3, an industrial host 4, and a server 5, where the industrial host 4 is connected to at least one teller machine 1, the industrial host 4 is connected to the teller machine 1 through a network cable, the collaboration terminal 3 is connected to the agent terminal 2 through a network cable, the agent terminal 2 is provided with a fingerprint device 6, the fingerprint device 6 is in signal connection with the teller machine 1 through the collaboration terminal 3 via a remote transmission box 7, the teller machine 1 is correspondingly provided with a fingerprint identification module,
the server 5 acquires the user login information of the teller machine 1 and establishes the call connection between the teller machine and the seat terminal, wherein the server 5 comprises a login service module UCS, a queuing service module CQS, a call control service module CCU and an information processing service module,
the login service module UCS acquires a login instruction of user login of the teller machine and initiates a cooperative signaling to the queuing service module CQS;
the queuing service module CQS matches the teller machine and the seat terminal after receiving the cooperative signaling sent by the login service module UCS, and sends a connection signaling to the call control service module CCU;
after receiving a connection signaling sent by a queuing service module CQS, a call control service module CCU establishes call connection between a teller machine and an agent terminal;
the information processing service module establishes audio and video connection between the teller machine 1 and the seat terminal 2 and distributes interactive information in the same call to the teller machine 1 and the seat terminal 2, the information processing service module comprises a streaming media forwarding service module MDS, a recording and video service module MRS, a storage on demand service module RSS and a data management service module, after the streaming media forwarding service module MDS establishes audio and video connection, the audio and video code stream in the same call is distributed to a teller machine 1, a seat terminal 2 and a recording and video service module MRS which is responsible for automatically recording and video in the whole process of the call conversation and generating a streaming media file, the method can realize the business flow correlation with a business system, and the whole process of all calling and talking of the seat personnel and the user is automatically recorded and uploaded to a storage on demand service module RSS.
The teller machine 1 comprises: the system comprises a human body induction module, a touch operation screen, an interactive screen, an identity recognition module, a card recognition module, a camera module, a voice module, an environment acquisition module and a data processing module, wherein the data processing module is used for receiving and processing data output by the human body induction module, the touch operation screen, the interactive screen, the identity recognition module, the card recognition module, the camera module, the voice module and the environment acquisition module, and outputting a control signal to control the human body induction module, the touch operation screen, the interactive screen, the identity recognition module, the card recognition module, the camera module, the voice module and the environment acquisition module to work; the system comprises a human body induction module, a touch operation screen, a remote assistance button and a remote calling request module, wherein the human body induction module is used for inducing a client, when the client approaches a teller machine, the touch operation screen is used for displaying brightness and jumping to operate a home page, and is used for displaying an operation interface and realizing man-machine interaction; the interactive screen brightness display is used for displaying the interface of the interface display which is remotely interacted with the seat terminal; the identity recognition module is used for reading and recognizing the client information and the client authorization information and can also photograph the client in the service handling process to acquire a portrait; the identity identification module can adopt any existing module capable of acquiring customer information, such as an identity card reader, an account password login module or an identity card reader and a camera, and realizes customer identity identification by combining the identity card reader and the camera, at the moment, the identity card reader is connected with an identity card management center through an SAM (sample access network) communication protocol, so that login modes such as second-generation identity card login and account password login are supported; a card identification module for identifying the IC card, a camera module for recording the video of the business handling process, a voice module for voice prompting the client in the whole process and simultaneously communicating with the seat terminal 2 by remote voice when the user performs remote assistance,
an audio and video acquisition port of a cooperative terminal 3 is correspondingly connected with an audio and video output port of the industrial control host 4 through a VGA line, the VGA acquisition port of the cooperative terminal 3 acquires a VGA video signal stream of the industrial control host 4, a serial port of the cooperative terminal 3 is correspondingly connected with any serial port of the industrial control host 4 through a serial port line, such as an RS323 serial port line, and is used for transmitting service-related signaling and can be transmitted in a Socket interface mode, a remote control USB interface of the cooperative terminal 3 is correspondingly connected with any USB interface of the industrial control host 4 through a USB line and is used for transmitting a real-time cursor position, and a serial port of an agent terminal is connected with a serial port of a teller machine through a serial port line and is used for transmitting service-related signaling; therefore, the seat terminal 2 can obtain VGA audio and video of a client in the teller machine 1 through the cooperation terminal 3, then transmit the real-time position information of a local mouse to the cooperation terminal 3, the cooperation terminal 3 transmits the real-time position information of the mouse of the seat terminal 2 to the industrial control host 4 through the USB connecting line, and the industrial control host 4 restores the mouse, thereby realizing the function of remote movement guidance of the mouse, enabling a remote seat person to see the current operation interface of the teller machine 1 of a user in real time, and also moving a cursor of the teller machine 1 to assist the user to operate equipment, when an authorization link is met, the seat terminal 2 receives an authorization request sent by the teller machine 1, when the seat person of the seat terminal 2 confirms that authorization can be granted, a fingerprint is pressed on the fingerprint instrument 6, and a fingerprint signal of the seat person on the fingerprint instrument 6 of the seat terminal 2 is transmitted to the fingerprint identification module of the teller machine 1 through the remote transmission box 7, and completing the service needing authorization and realizing remote authorization.
The server 5 can also be provided with a DS service module and a WEB service module, so that video can be inquired in a Web mode, fuzzy search and multi-condition search can be performed, for example, data comprehensive inquiry such as call time, user name, seat name and the like can be performed, so that required data can be quickly retrieved and played, the data management service module can comprise an operation monitoring service module, a log report management module and an advertisement pushing service module, the operation monitoring service module is mainly set for a manager of a remote STM video customer service platform, and through the operation management function, the manager can check real-time working states of all seats and network equipment of the platform, such as the current online user number, the current visit amount, idle seats and the like, so that an intuitive chart function is provided for the operation state of the whole system, a basis is provided for leader decision making, and the report log management module, The running conditions of the whole platform can be counted, comprehensive calculation is carried out according to the day, the month and the year, all data calculation results are displayed in a graph-text mode, the current condition of the whole system can be known most intuitively, and detailed data support is provided for leaders' management decisions. The report statistics can be carried out according to agent work information, network calling information, user evaluation and the like, corresponding reports are output, the advertisement push service module can transmit advertisement contents such as pictures, texts, webpages, videos and the like to a standby screen of the client, and modes such as disorder, sequence, circular playing and the like are set, so that the network client can be used as a streaming media advertisement screen when the network client is not used by people, advertisements are played in a rolling mode, and existing resources are utilized to the maximum extent.
As shown in fig. 5, this embodiment further provides a teller machine interaction method, where the method includes the following steps:
s1: the login service module UCS acquires a login instruction of user login of the teller machine and initiates a cooperative signaling to the queuing service module CQS;
s2: the queue service module CQS matches the teller machine and the seat terminal after receiving the cooperative signaling sent by the login service module UCS, and sends a connection signaling to the call control service module CCU,
specifically, the queuing service module CQS receives the request, performs sorting according to a built-in policy algorithm, selects an agent with the longest idle duration, determines whether the current state is in a minor break or a screen lock state, balances the states comprehensively, automatically selects the most suitable idle agent to connect, and sends a connection signaling to the call control service module CCU;
s3: after receiving a connection signaling sent by a queuing service module CQS, a call control service module CCU establishes call connection between a teller machine and an agent terminal to start conversation, a streaming media forwarding service module MDS establishes audio and video connection between the teller machine and the agent terminal, and when an authorized link is met, the agent terminal receives an authorization request sent by the teller machine 1 and transmits a fingerprint signal of an agent of the agent terminal to the teller machine to complete a service needing authorization and realize remote authorization;
specifically, after receiving a connection signaling sent by a queuing service module CQS, a call control service module CCU accesses a user who is successfully matched to an agent, establishes a call connection to start a call, a stream media forwarding service module MDS establishes audio-video connection between a teller machine and an agent terminal, and distributes audio-video code streams in the same call to the teller machine, the agent terminal and a recording and video service module MRS, so as to complete a call process between a front-end user and a rear-end agent, an agent communicates with the user through voice and video, and instructs the user to operate a system through a remote cursor moving mode, during a service audit process, data transmission in a Socket mode can be performed through a serial port line connected between a cooperation terminal arranged at the front end and an industrial personal computer, so that mutual service audit signaling is realized, and when an authorization link is met, the agent terminal 2 receives an authorization request sent by the teller machine 1, when the seat personnel of the seat terminal 2 confirm that authorization can be granted, pressing down a fingerprint on the fingerprint instrument, and transmitting a fingerprint signal of the seat terminal seat personnel on the fingerprint instrument to a fingerprint identification module of the teller machine through a remote transmission box 7 to finish a service needing authorization and realize remote authorization;
s4: the MRS performs automatic recording and video recording on the whole call process, and generates a streaming media file to realize the business flow correlation with a business system, and all call processes of a seat person and a user are automatically recorded in the whole process and uploaded to a storage on demand service module RSS;
s5: after instructing the user to finish the operation, the seat terminal seat personnel can hang up, start to fill in the business work order, stop recording the video by the MRS, generate entries to be stored in the file, and finish the business handling work.
As can be seen from the above description of the present invention, compared with the prior art, according to the teller machine interaction method and the interaction system provided by the present invention, by establishing a call connection between the teller machine and the seat terminal, when the teller machine interacts with the seat terminal, the seat terminal can receive an authorization request from the teller machine and transmit a fingerprint signal of a seat person at the seat terminal to the teller machine, so as to implement remote authorization, meet remote services and transaction guidance during the use of a bank stock machine, and implement remote comprehensive services such as remote assistance and service authorization, thereby reducing manpower of a network site, translating a background for a service, creating more scenes by using services and technologies, and creating a price value.
The above description is only a few specific embodiments of the present invention, but the design concept of the present invention is not limited thereto, and any insubstantial modifications made by the design concept should fall within the scope of the present invention.
Claims (10)
1. A teller machine interaction method, the method comprising:
acquiring user login information of a teller machine, and establishing a call connection between the teller machine and an agent terminal;
and the seat terminal receives an authorization request sent by the teller machine and transmits a fingerprint signal of a seat person of the seat terminal to the teller machine to realize remote authorization.
2. The teller machine interaction method of claim 1 wherein: the method for acquiring the login information of the teller machine and establishing the call connection between the teller machine and the seat terminal comprises the following steps:
after the login service module acquires a login instruction of a user login of the teller machine, a cooperative signaling is initiated to the queuing service module;
the queuing service module is matched with the teller machine and the seat terminal and sends a connection signaling to the call control service module;
and the call control service module establishes call connection between the teller machine and the seat terminal after receiving the connection signaling sent by the queuing service module.
3. The teller machine interaction method of claim 2, wherein: after the call control service module establishes call connection between the teller machine and the seat terminal, the information processing service module establishes audio and video connection between the teller machine and the seat terminal and distributes interactive information in the same call to the teller machine and the seat terminal.
4. A teller machine interaction system, comprising: the system comprises a teller machine, an agent terminal and a server, wherein a fingerprint instrument is arranged on the agent terminal, a fingerprint identification module is correspondingly arranged on the teller machine, and the agent terminal is connected with the agent terminal through a network
The method comprises the steps that a server obtains user login information of a teller machine, and call connection between the teller machine and an agent terminal is established;
the seat terminal receives an authorization request of the teller machine, and transmits a fingerprint signal of a seat person on the fingerprint instrument of the seat terminal to the fingerprint identification module of the teller machine to realize remote authorization.
5. The automated teller machine interaction system of claim 4 wherein: the system further comprises a cooperation terminal and an industrial personal computer, wherein the industrial personal computer is connected with at least one teller machine, the cooperation terminal is in signal connection with the industrial personal computer and the seat terminal respectively, and the seat terminal is in signal connection with the teller machine.
6. The automated teller machine interaction system of claim 4 wherein: the fingerprint instrument is in signal connection with the teller machine through the cooperation terminal through a remote transmission box.
7. A teller machine interaction system according to claim 5 or 6, wherein: the audio and video acquisition port of the cooperation terminal is correspondingly connected with the audio and video output port of the industrial control host, the serial port of the cooperation terminal is correspondingly connected with the serial port of the industrial control host, and the USB interface of the cooperation terminal is correspondingly connected with the USB interface of the industrial control host.
8. A teller machine interaction system according to claim 4, wherein said server comprises:
the login service module is used for acquiring a login instruction of a user login of the teller machine and initiating a cooperative signaling to the queuing service module;
the queuing service module matches the teller machine and the seat terminal after receiving the cooperative signaling sent by the login service module, and sends a connection signaling to the call control service module;
and the call control service module establishes call connection between the teller machine and the seat terminal after receiving the connection signaling sent by the queuing service module.
9. A teller machine interaction system according to claim 8, wherein: the server also comprises an information processing service module, wherein the information processing service module is used for establishing audio and video connection between the teller machine and the seat terminal and distributing the interactive information in the same call to the teller machine and the seat terminal.
10. The automated teller machine interaction system of claim 4 wherein said teller machine comprises: the touch operation screen is used for man-machine interaction; the interaction screen is used for remotely interacting with the seat terminal; the identity identification module is used for reading and identifying the client information and/or the client authorization information; the system comprises a card identification module, a camera module and a voice module, wherein the card identification module is used for identifying an IC card, the camera module is used for recording a video in the service handling process, and the voice module is used for voice prompt and guiding a client in the whole process and/or carrying out remote voice interaction with a seat terminal.
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| CN112233340A (en) * | 2020-08-31 | 2021-01-15 | 中国农业银行股份有限公司浙江省分行 | Prevent peeping finance storehouse body structure |
| CN112233262A (en) * | 2020-10-14 | 2021-01-15 | 南京奥拓电子科技有限公司 | Express cabinet system based on middleware and control method |
| CN112288960A (en) * | 2020-08-31 | 2021-01-29 | 中国农业银行股份有限公司浙江省分行 | Intelligent immersive financial storehouse |
| WO2022098918A1 (en) * | 2020-11-04 | 2022-05-12 | Genesys Telecommunications Laboratories, Inc. | System and method for providing personalized context |
| CN114745425A (en) * | 2022-04-12 | 2022-07-12 | 中国银行股份有限公司 | Service approval method, device and storage medium |
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