Fault monitoring and notification system for automated banking machines

Abstract

A system operates to receive status messages from banking machines (12) operating in a network (14). The messages are received by an event management system (20) operating at least one computer (54). The computer is in operative connection with a data store (52). The data store includes information representative of the banking machines in the network, status messages generated by the banking machines and actions to be taken including entities to be notified of conditions which cause status messages to be sent by the various banking machines. The event management system receives the messages and places them in a uniform standard message format for further processing by the system. A device status processing program (36) in the computer resolves an action to be taken responsive to the status message. Responsive to the action resolved by the device status processing program the computer causes a notification message to be dispatched by a multimedia reporter to an entity who is to be notified of the condition at the banking machine which caused the status message. The computer also causes a trouble record to be created in the data store responsive to the status message from the banking machine. The multimedia reporter receives input messages from the entity and the computer causes information to be included in the trouble record responsive to the input messages. The system further provides report data to a user which enables the user to analyze the operation of the banking machines and service providing entities. The system further includes test capabilities for testing proper operation of the system.

Claims

We claim:

1. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate a plurality of device status messages, wherein each device status message is generated responsive to existence of a corresponding one of a plurality of conditions which occur at the banking machine;

a computer, wherein the computer is in operative connection with the banking machine and a data store, wherein the data store includes data representative of the plurality of status messages and a plurality of servicers, the data representative of each of the status messages being associated with at least one of the plurality of servicers, and wherein the computer is operative responsive to generation of a status message at the machine to resolve data representative of the at least one servicer associated with the data representative of the status message in the data store;

an interface device in operative connection with the computer wherein the interface device includes a message dispatching portion, and wherein the computer is operative responsive to the resolved servicer data to cause the interface device to dispatch a message to the at least one servicer.

2. The system according to claim 1 wherein said data store further includes data representative of a corrective action, wherein said corrective action data is stored in correlated relation with said status message data.

3. The system according to claim 2 wherein said computer is operative responsive to generation of said status message to cause said interface device to deliver a corrective action message corresponding to said corrective action data to the servicer.

4. The system according to claim 2 wherein said interface device includes a message receiving portion, wherein said message receiving portion is operative to receive an input message from the servicer, and wherein said computer is operative responsive to receipt of said input message to cause said message dispatching portion to dispatch a corrective action message corresponding to the corrective action data to the servicer.

5. The system according to claim 1 wherein said data store includes, stored therein in correlated relation with the status message data, data representative of a device type in said banking machine, the condition of which said device type is operative to cause the status message to be generated.

6. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one device status message responsive to a condition at the banking machine;

a computer, wherein the computer is in operative connection with a data store, wherein the data store includes data representative of the status message and a servicer to be notified when the status message is generated, wherein the computer is in operative connection with the banking machine and wherein the computer is operative responsive to the generation of the status message to resolve the data representative of the servicer from the data store and to cause a trouble record to be generated and stored in the data store;

an interface device in operative connection with the computer, wherein the interface device includes a message dispatching portion and a message receiving portion, wherein the computer is operative responsive to the resolved servicer data to cause the interface device to dispatch a message to the servicer, and wherein the computer is operative responsive to the servicer inputting servicer information to the message receiving portion, to include data representative of the servicer input information in the trouble record.

7. The system according to claim 6 and further comprising a display in operative connection with the computer, and wherein said display is operative to display indicia corresponding to said trouble record.

8. The system according to claim 6 wherein a fault in said banking machine causes the status message to be generated, and wherein said servicer information is indicative of correcting the fault in said banking machine, and wherein said computer is in operative connection with a clock device, wherein said clock device includes a current time, and wherein said computer is operative to cause to be included in the trouble record data representative of a first time when said status message is generated and a second time when said servicer information is received, whereby said trouble record indicates an elapsed time required to correct the fault.

9. The apparatus according to claim 8 wherein said computer is further operative to calculate a value indicative of an elapsed time to correct the fault.

10. The apparatus according to claim 9 wherein said computer is operative to cause to be included in said data store a trouble record responsive to each generation of the status message, and wherein said computer is operative to calculate a second value representative of an average time to correct the fault which causes the status message to be generated.

11. The system according to claim 6 wherein a fault in said banking machine causes said status message to be generated, and wherein said servicer information is indicative of correcting the fault in said banking machine, and wherein said computer is operative to cause said trouble record to include data representative of an open status prior to receipt of said servicer information, and wherein said computer is operative responsive to receipt of said servicer information to cause to be included in said trouble record data representative of said trouble record having a closed status.

12. The system according to claim 6 wherein said servicer information is indicative of the servicer arriving at a site of said banking machine generating said status message, and wherein said computer is in operative connection with a clock device, wherein said clock device includes a current time, and wherein said computer is operative to cause to be included in the trouble record data representative of a first time when said status message is generated and a second time when said servicer information is received, whereby said trouble record indicates an elapsed time required for said servicer to respond.

13. The system according to claim 12 wherein said computer is operative to calculate a value indicative of an elapsed time for the servicer to arrive at the site of the banking machine causing the status message to be generated.

14. The system according to claim 13 wherein said computer is operative to cause to be included in said data store a trouble record responsive to each generation of the status message, and wherein said computer is operative to calculate a second value representative of an average time for the servicer to arrive at the banking machine causing said status message to be generated.

15. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one device status message responsive to a condition at the banking machine;

a computer, wherein the computer is in operative connection with the banking machine and with a data store, wherein the data store includes data representative of the banking machine, the status message, at least one action to be taken and a servicer to be notified when the status message is generated, wherein the action data is stored in correlated relation with the data representative of the banking machine and the status message, and wherein the servicer data is stored in correlated relation with the action data, and wherein the computer is operative responsive to the generation of the status message to resolve the data representative of the servicer from the data store;

an interface device in operative connection with the computer, wherein the interface device includes a message dispatching portion, wherein the computer is operative responsive to the resolved servicer data to cause the interface device to dispatch a message to the servicer.

16. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one status message responsive to a condition at the banking machine;

a computer, wherein the computer is in operative connection with the banking machine and with a data store, wherein the data store includes data representative of the status message, and a first servicer and a second servicer to be notified responsive to generation of the status message; and

an interface device in operative connection with the computer, wherein the interface device includes a message dispatching portion;

a clock device in operative connection with the computer, wherein the clock device is operative to provide data representative of a current time, and wherein the data store includes data representative of a first time and a second time, and wherein the first time data is stored in correlated relation with the data representative of the first servicer and wherein the second time data is stored in correlated relation with the data representative of the second servicer, and wherein the computer is operative responsive to the status message and the current time to cause the interface device to dispatch a message to either the first servicer or the second servicer.

17. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate a first status message and a second status message, wherein the banking machine is operative to generate the first status message and the second status message responsive to at least one condition at the banking machine;

a computer, wherein the computer is in operative connection with the banking machine, a clock device, an interface device and a data store, wherein the data store includes first message data representative of the first status message and second message data representative of the second status message, wherein the first message data and the second message data are stored in correlated relation, and time data representative of an elapsed time, wherein the time data is stored in correlated relation with the first and second message data, and data representative of a servicer, and wherein the computer is operative to cause a message to be sent to the servicer through the interface responsive to the generation of the first and second status messages within the elapsed time.

18. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one status message responsive to a condition at the banking machine;

a computer, wherein the computer is in operative connection with a data store, wherein the data store includes data representative of the status message and a servicer to be notified when the status message is generated, wherein the computer is in operative connection with the banking machine and wherein the computer is operative responsive to the generation of the status message to resolve the data representative of the servicer from the data store;

an interface in operative connection with the computer, wherein the interface includes a message dispatching portion that is selectively operative to send a message through a first medium or a second medium, and wherein the interface includes a message receiving portion operative to receive an input message;

a clock device in operative connection with the computer, wherein the data store further includes data representative of an elapsed time, wherein the elapsed time data is stored in correlated relation with the status message data, and wherein the data representative of the servicer is stored in correlated relation in the data store with data representative of the first message medium and the second message medium, and wherein the computer is operative responsive to the resolved servicer data to cause a message to the servicer to be dispatched by the interface through the first message medium, and wherein the computer is further operative responsive to the passage of the elapsed time with the in the not receiving the input message from the servicer, to cause the message to the servicer to be dispatched through the second message medium.

19. The apparatus according to claim 18 wherein said first and second message mediums include two of either telephone, fax, pager, E-mail or electronic message link.

20. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one status message responsive to a condition at the banking machine;

a computer, wherein the computer is in operative connection with the banking machine, an input device and a data store, wherein the data store includes data representative of the status message and a servicer to be notified responsive to generation of the status message, wherein the computer is operative responsive to the generation of the status message to resolve the data representative of the servicer from the data store, and wherein the data store further includes data representative of a phantom banking machine, a phantom status message and a servicer to be notified responsive to generation of the phantom status message;

an interface device in operative connection with the computer, wherein the interface device includes a message dispatching portion, wherein the computer is operative responsive to the resolved servicer data to cause the interface device to dispatch a message to the servicer; and

wherein the input device is operative to input a test input to the computer, and wherein the computer is operative responsive to the test input to generate the phantom status message.

21. The system according to claim 20 wherein the computer is operative responsive to generation of said phantom status message to cause a phantom trouble record to be generated and stored in the data store, and wherein said computer is in operative connection with a display, and wherein said display is operative to display indicia representative of the phantom trouble record, wherein said indicia includes indicia representative of the message to the servicer having been dispatched.

22. The system according to claim 21 wherein said input device is further operative to input a cancel input to the computer, wherein said computer is operative responsive to said cancel input to cause data representative of such cancellation to be included in the phantom trouble record.

23. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one status message responsive to a condition at the banking machine;

a computer wherein the computer is in operative connection with the banking machine and a data store;

an interface device in operative connection with the computer, wherein the interface device includes a message dispatching portion and a message receiving portion;

wherein the data store includes data representative of the status message and a servicer to be notified responsive to generation of the status message, and wherein the computer is operative responsive to generation of the status message by the banking machine to resolve the data representative of the servicer and to cause a message to be dispatched to the servicer through the message dispatching portion, and to cause a trouble record to be generated and stored in the data store, and wherein the computer is operative to cause to be included in the trouble record data representative of an open status, and wherein the computer is operative responsive to the servicer inputting information to the message receiving portion indicative of correcting the condition at the banking machine to cause to be included in the trouble record data representative of the trouble record having a closed status; and

wherein the computer is operative responsive to receipt of an administrative request at the message receiving portion to cause the message dispatching portion to dispatch an administrative message, wherein the administrative message includes data representative of a trouble record having the open status.

24. The system according to claim 23 wherein said system includes a plurality of banking machines, wherein said data store includes a second plurality of trouble records, each corresponding to generation of a status message at a banking machine, and wherein said administrative message includes data derived from trouble records having said open status at the time of the administrative request.

25. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate a plurality of device status messages, each of the status messages corresponding to a condition, and wherein the status messages are generated responsive to conditions of at least two device types in the machine;

a computer, wherein the computer is in operative connection with the banking machine and with a data store, wherein the data store includes data representative of the status message, a device type associated with the status message, and a servicer to be notified when the status message is generated, wherein the computer is operative responsive to the generation of the status message to resolve the data representative of the servicer from the data store and to cause a trouble record to be included in the data store, wherein the trouble record includes data representative of the status message causing the trouble record to be included in the data store;

an interface device in operative connection with the computer, wherein the interface device includes a message dispatching portion, and wherein the computer is operative responsive to the resolved servicer data to cause the interface device to dispatch a message to the servicer, and wherein the computer is operative to calculate a value indicative of a quantity of trouble records in the data store corresponding to conditions of at least one of the device types.

26. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one device status message responsive to a condition at the banking machine;

a host wherein the host is in operative connection with the banking machine, wherein the host controls an operation of the banking machine, and wherein the host receives the status message from the banking machine;

a computer, wherein the computer is in operative connection with a data store, wherein the data store includes data representative of the status message and a servicer to be notified when the status message is generated, wherein the computer is in operative connection with the host, and wherein the host is operative to transmit a host message including message indicia representative of the status message to the computer, and wherein the computer is operative responsive to the host message to resolve the data representative of the servicer from the data store;

an interface device in operative connection with the computer wherein the interface device includes a message dispatching portion, wherein the computer is operative responsive to the resolved servicer data to cause the interface device to dispatch a message to the servicer.

27. The system according to claim 26 wherein said host message comprises first indicia representative of a terminal identity, wherein said terminal identity is indicative of the banking machine from which the host received the status message.

28. The system according to claim 26 wherein said host message further comprises second indicia representative of a host identity, wherein said host identity is indicative of the host sending the message to the computer.

29. The system according to claim 26 wherein said host message further comprises third indicia representative of a time identity, wherein said time identity is indicative of a time said host sends the host message to the computer.

30. The system according to claim 26 wherein the host message to the computer further comprises device indicia representative of a device in said banking machine, wherein the condition of said device causes said status message to be generated.

31. The system according to claim 26 wherein said host message to the computer further comprises further indicia representative of: the banking machine generating the status message, the host sending the status message to the computer; a device in said banking machine the condition of which causes the status message to be generated; a time when each such host message is sent to the computer; and a message length indicative of a length of indicia comprising the status message.

32. The system according to claim 26 wherein the host message comprises further indicia representative of the following:

a terminal ID corresponding to the banking machine sending the status message;

a host ID corresponding to the host sending the message to the computer;

a date corresponding to the date that the status message is generated;

a time corresponding to the time a status message is generated;

a status length corresponding to a length of a message portion, said message portion including data representative of a device in said machine and a condition of said device.

33. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each banking machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a corresponding one of a plurality of conditions which occur at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of a plurality of entities, the identities of banking machines, the conditions at each machine with which each said entity is associated and a manner of contacting each said entity;

a communication device in operative connection with the computer, wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve responsive to the data included in the data store, data representative of at least one entity associated with a condition corresponding to the condition signal at a machine corresponding to the identification signal, and the manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer.

34. The system according to claim 33 wherein said data store further includes data representative of a physical location of each of said machines, and wherein said outgoing message includes data corresponding to said physical location data.

35. The system according to claim 33 wherein said computer is in operative connection with a clock device and wherein said data store further includes data representative of a sequence comprising a plurality of actions to be taken responsive to generation of said condition signal, wherein generation of said outgoing message is one of said actions in the sequence.

36. The system according to claim 33 wherein said data store further includes data representative of corrective actions, wherein said corrective actions are stored in correlated relation with data representative of condition signals, and wherein said computer is operative responsive to generation of the condition signal to resolve data representative of the corrective action stored in correlated relation with the condition signal, and wherein said computer is operative to include data representative of said corrective action in said outgoing message.

37. The system according to claim 36 wherein said outgoing message includes a fax message to the entity.

38. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of at least one entity, an identity of at least one banking machine with which the entity is associated and a manner of contacting the entity;

a communication device in operative connection with the computer;

wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of an entity associated with the machine and a manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer, and wherein the computer is operative responsive to generation of the condition signal to cause a condition record to be stored in the data store, and wherein the communication device is operative to receive a response message from the entity, and wherein the computer is operative responsive to receipt of the response message by the communication device to cause data representative of having received the response message to be included in the condition record.

39. The system according to claim 38 wherein said communication device is operative to receive a third plurality of response messages, wherein a first response message is indicative of acknowledgement of the entity message, and wherein a second response message is indicative of correction of the condition causing said fault condition signal to be generated.

40. The system according to claim 38 wherein said data store includes data representative of an action to be taken responsive to generation of said condition signal at a time subsequent to generation of a prior condition signal, and wherein said computer is operative to cause a record of the generation of the prior condition signal to be stored in the data store, and wherein the computer is operative responsive to generation of said condition signal to check the record in the data store for generation of said prior condition signal and to execute said action in response thereto.

41. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of at least one entity, an identity of at least one banking machine with which the entity is associated and a manner of contacting the entity;

a communication device in operative connection with the computer;

wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of an entity associated with the machine and a manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer, and wherein the communication device is further operative to receive a response message from the entity, and wherein the computer is operative responsive to receipt of the response message to cause a detail message to be generated to the entity, the detail message including data representative of the condition and the identity of the machine having such condition.

42. The system according to claim 41 wherein the outgoing message is directed to a pager.

43. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of at least two entities, wherein the data representative of a first entity is stored in correlated relation with data representative of a first time period, and wherein data representative of a second entity is stored in correlated relation with data representative of a second time period, and wherein the data representative of the two entities is associated with data representative of one of the banking machines;

a communication device in operative connection with the computer;

a clock device, wherein the computer is in operative connection with the clock device, wherein the clock device provides a current time;

wherein the computer is operative responsive to generation of a condition signal and the identification signal at the one banking machine to cause the communication device to send an outgoing message to one of the two entities responsive to the current time and the stored time period data.

44. The system according to claim 43 wherein said time period data includes data representative of working hours at a facility where said one banking machine is located.

45. The system according to claim 43 wherein said time period data includes data representative of holidays at the facility where said one banking machine is located.

46. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of at least one entity, the identities of banking machines with which the entity is associated and a manner of contacting the entity;

a communication device in operative connection with the computer, wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of the entity associated with the machine, and the manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer;

a clock device in operative connection with the computer, and wherein the computer is operative responsive to generation of the condition signal to cause a condition record to be stored in the data store, wherein the condition record includes data representative of the machine, the condition and a time of the condition;

an input device, wherein the computer is in operative connection with the input device, and wherein the computer is operative responsive to the input device to generate report data responsive to data in the condition records.

47. The system according to claim 46 wherein said condition records includes data representative of servicers associated with each machine having the condition, and wherein said computer is operative responsive to said input device to generate report data indicative of a servicer associated with said machines generating the condition.

48. The system according to claim 46 wherein said communication device is operative to receive a response message from said entity indicative of acknowledgement of an outgoing message to said entity, and wherein said computer is operative to cause to be included in the condition record data representative of a response time, wherein said response time is indicative of a time after the dispatch of the outgoing message the response message is received, and wherein said computer is operative responsive to the input device to generate report data indicative of an average time to receive a response message after an outgoing message is dispatched.

49. The system according to claim 46 wherein said communication device is operative to receive a closure message indicative of correction of the condition associated with the outgoing message, and wherein said computer is operative to cause data representative of a correction time to be included in the condition record, wherein said correction time is indicative of a time after generation of a condition signal correction of the condition which caused said signal to be generated occurred, and wherein said report data includes data representative of an average time between generation of the condition signal and receipt of the closure message indicative of correction of the condition.

50. The system according to claim 46 wherein said data store further includes data representative of whether each condition signal corresponds to a condition placing the machine in an inoperative or degraded condition, and wherein said report data includes data representative of a first time a machine was in a degraded condition and a second time said machine was in an inoperative condition.

51. A system comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine and wherein a plurality of the condition signals are indicative of fault conditions at the machine;

a computer in operative connection with each of the banking machines;

a data store in operative connection with the computer, wherein the data store includes data representative of the identities of the banking machines and fault conditions associated with corresponding condition signals;

a clock device in operative connection with the computer;

an input device in operative connection with the computer;

wherein the computer is operative responsive to generation of the condition signals to cause data representative of a condition record to be stored in the data store, wherein the condition record includes data representative of the machine, the condition and a time of the condition, and wherein the computer is operative responsive to the input device to generate report data responsive to data in the condition records, wherein the report data includes data representative of a frequency of a fault condition.

52. The system according to claim 51 wherein said report data includes data representative of most frequent fault conditions.

53. The system according to claim 52 wherein said report data includes data representative of most frequent fault conditions generated by one of said plurality of machines.

54. A system comprising:

a plurality of banking machines wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is representative of a condition at the machine;

a computer in operative connection with each of the banking machines;

a data store in operative connection with the computer;

a clock device in operative connection with the computer;

an input device in operative connection with the computer;

wherein the data store includes data representative of at least one entity, the identity of at least one banking machine with which the entity is associated, a manner of contacting the entity, and a sequence comprising a plurality of actions to be taken responsive to generation of a condition signal, wherein generation of an outgoing message to an entity is one of the actions in the sequence; and

wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of an entity associated with the machine and a manner of contacting the entity, and the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer, and wherein the computer is operative responsive to the input device to generate report data including times that actions in a sequence corresponding to the condition signal will be taken.

55. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine, and wherein the condition signals have formats, and wherein a first set of the machines generate condition signals in a first format and wherein a second set of the machines generate condition signals in a second format;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of at least one entity, the identities of banking machines with which the entity is associated, a manner of contacting the entity, the first and second formats, and the identities of machines generating signals in the first format and the identities of machines generating signals in the second format;

a communication device in operative connection with the computer, wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine and the stored identity and format data corresponding to the machine generating the condition signal, to resolve data representative of an entity associated with the machine and a manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the resolved manner.

56. The system according to claim 55 wherein said computer is operative responsive to generation of the condition signal by a machine to generate an internal systems message corresponding to the machine generated message, wherein said internal message is in an internal message format, said internal message format differing from the format of the message generated by the banking machine.

57. The system according to claim 55 wherein said data store further includes data representative of a location of data indicative of a message type within messages having said first format, and data representative of a transformation of a third plurality of fields comprising a message having said message type in the first format to produce an internal format message corresponding to said type message in the first format.

58. The system according to claim 57 wherein said data store further includes data representative of an address for a software process operating on said computer, and further data representative of the software process that processes said internal format message, and wherein said computer is operative to send said internal format message to said software process responsive to the address.

59. The system according to claim 58 and further comprising a second computer in operative connection with the first computer, and wherein said software process operates on one of either said first computer, or said second computer, and wherein said first computer includes a software send message function, wherein said software send message function is operative to send said internal format message to said software process, and wherein said software send message function is operative to determine if said software process is operative on said first computer or said second computer and to send said internal format message in a first manner when said software process is operative on said first computer and in a second manner when said software process is operative on said second computer.

60. A system comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of at least one entity, an identity of at least one banking machine with which the entity is associated and a manner of contacting the entity;

a communication device in operative connection with the computer, wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of an entity associated with the machine and a manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer; and

an input device in operative connection with the computer, wherein the input device is operative to input test signals corresponding to an identification signal and a condition signal, wherein the identification and condition signals correspond to a banking machine, whereby the test signals are operative to test operation of the system.

61. A system comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines;

a data store in operative connection with the computer;

a communication device in operative connection with the computer;

an input device in operative connection with the computer;

wherein the data store includes data representative of at least one entity, an identity of at least one banking machine with which the entity is associated and a manner of contacting the entity, and wherein the data store further includes data representative of a phantom banking machine;

wherein the computer is operative responsive to generation of a condition signal and an identification signal at the banking machine to resolve data representative of an entity associated with the machine and a manner of contacting the entity, wherein the computer is operative to cause the communication device to forward an outgoing message to the entity in the manner resolved by the computer, and wherein the input device is operative to input test data corresponding to the phantom banking machine, and a condition signal, whereby the test signals are operative to test the system.

62. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein the data store includes data representative of a plurality of entities, wherein the entity data for each said entity is stored in correlation with identity data corresponding to machines for which said entity has responsibility, and a plurality of presentation formats for an outgoing message, wherein the presentation format data is stored in correlation with the entity data;

a communication device in operative connection with the computer, wherein when a condition signals is generated ba machine the computer is operative to cause the communication device to generate an outgoing message to the entity having responsibility for the machine in the presentation format corresponding to the entity.

63. The system according to claim 62 wherein said communication device generates a voice message and wherein said presentation formats include voice files.

64. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity, and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein said data store includes data representative of a plurality of entities, wherein the entity data for each entity is stored in correlated relation with identity data corresponding to machines for which the entity has responsibility, and a manner of contacting at least one of such entities;

a communication device in operative connection with the computer, wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of an entity having responsibility for the machine, and a manner of contacting the entity, and wherein the computer is operative to cause the communication device to generate an outgoing message to the entity in the manner resolved by the computer, and wherein the communication device is operative to receive an inquiry message, wherein the inquiry message includes data indicative of one entity, and wherein the computer is operative responsive to the inquiry message to cause the communication device to generate an administrative message indicative of conditions of banking machines for which said one entity is responsible.

65. A system for notifying an entity of a condition at a banking machine, comprising:

a plurality of banking machines, wherein each machine is operative to generate an identification signal representative of its identity and a plurality of condition signals, wherein each condition signal is indicative of existence of a condition at the machine;

a computer in operative connection with each of the banking machines and with a data store, wherein said data store includes data representative of whether each condition corresponding to each of the plurality of condition signals is operative to place the machine in an inoperative or degraded condition, at least one entity, the identities of banking machines with which the entity is associated, and a manner of contacting the entity;

a communication device in operative connection with the computer, wherein the computer is operative responsive to generation of a condition signal and an identification signal at a banking machine to resolve data representative of an entity associated with the machine, and the manner of contacting the entity, and wherein said computer is operative to cause the communication device to dispatch an outgoing message to the entity responsive to whether a condition signal generated at a machine corresponds to an inoperative condition.

66. A system comprising:

a first plurality of banking machines, wherein each of said banking machines is capable of generating a second plurality of fault messages, each fault message being generated by a banking machine responsive to the existence of a fault condition at the banking machine;

a computer, wherein said computer is in operative connection with said first plurality of banking machines and with a data store, and wherein said data store includes data stored in correlated relation representative of:

each of said first plurality of machines;

each of said second plurality of fault messages; and

a third plurality of action steps, wherein each action step corresponds to at least one fault message and at least one machine, and wherein said computer is operative responsive to generation of a first fault message at a first machine to execute the corresponding action steps in accordance with the data stored in the data store.

67. A method of operating a system comprising a plurality of banking machines, wherein each of the banking machines generates at least one fault message responsive to a fault condition occuring at the machine, a computer in operative connection with each of the banking machines, and a data store in operative connection with the computer, comprising the steps of:

storing in the data store data representative of the identity of each of said machines;

storing in the data store data representative of the fault conditions associated with the fault condition messages generated by said machines;

storing in the data store data representative of at least one action to be carried out by the computer responsive to an occurrence of a fault condition at a machine;

carrying out the action with the computer responsive to generation of the fault message corresponding to the occurrence of the fault condition at the machine.

68. The method according to claim 67 wherein the system further comprises a communication device in operative connection with the computer, and further comprising the steps of:

storing entity data in the data store, wherein the entity data corresponds to an entity to be contacted responsive to the occurrence of the fault condition at the banking machine; and

wherein said carrying out step includes sending a message to the entity through the communication device.

69. The method according to claim 68 and further comprising the steps of:

receiving a response message from the entity through the communication device; and

operating the computer to cause a record including data representative of the response message, to be included in the data store.

70. Computer readable media, wherein said media is operative to cause a computer to carry out the method steps recited in claim 67.

71. A system comprising:

at least one automated banking machine, wherein the banking machine is operative to generate at least one device status message responsive to a condition at the banking machine;

a computer, wherein the computer is in operative connection with a data store and an interface device including a message dispatching portion, wherein the data store includes data representative of the status message and a servicer to be notified when the status message is generated, wherein the computer is in operative connection with the banking machine, and wherein the computer is operative responsive to the generation of the status message to resolve the data representative of the servicer from the data store and to send an internal message to the interface device, wherein the interface device is operative to cause the dispatch of a message to the servicer through the message dispatching portion responsive to the internal message, wherein the internal message includes data representative of:

an internal message type;

a date;

a time;

an identity of the ATM generating the device status message;

a fault type causing the device status message to be generated;

a device in the ATM having the fault type; and

an action to be taken, wherein the action includes the dispatch of the message to the servicer.

72. A method of operating a system comprising at least one banking machine, wherein the banking machine generates at least one fault message responsive to a fault condition occurring at the machine, a computer in operative connection with the machine, a clock device in operative connection with the computer wherein the clock device is operative to provide a current time, and a data store in operative connection with the computer, comprising in any order the steps of:

a) storing in the data store, data representative of a fault condition associated with a fault message generated by the banking machine;

b) storing in the data store, data representative of a first entity and a second entity to be contacted responsive to occurrence of the fault condition at the banking machine;

c) storing in the data store, data representative of at least one time period during which the second entity is to be notified of an occurrence of the fault condition at the banking machine;

and thereafter further comprising the steps of:

d) determining with the computer, if the current time when the fault condition occurs is within the time period; and

e) operating the computer to cause a message to be sent to one of either the first entity or the second entity, wherein a message is sent to the second entity if the current time when the fault condition occurs is within the time period.

73. A method of operating a system comprising at least one banking machine, wherein the banking machine generates at least one fault message responsive to a fault condition occurring at the machine, at least one computer in operative connection with the machine, a clock device in operative connection with the computer, and at least one data store in operative connection with the computer, comprising in any order the steps of:

a) storing in a data store, data representative of a fault condition associated with a fault message generated by the banking machine;

b) storing in a data store, data representative of a first message medium and a second message medium by which to send a message to an entity;

c) storing in a data store, data representative of an elapsed time;

and thereafter further comprising the steps of:

d) responsive to occurrence of the fault condition at the banking machine, sending the message through the first message medium to the entity, responsive to operation of the computer;

e) determining through operation of the computer responsive to the clock device, that the elapsed time has passed since the message was dispatched to the entity through the first message medium, without receipt of an input message from the entity; and

f) responsive to the determination in step (e), sending the message through the second message medium to the entity, responsive to operation of the computer.

74. A method of operating a system comprising a plurality of banking machines, wherein each of the banking machines generates at least one fault message responsive to a fault condition occurring at the machine, a computer in operative connection with each of the banking machines, and a data store in operative connection with the computer, comprising in any order the steps of:

a) storing in the data store, data representative of an identity of each of the banking machines;

b) storing in the data store, data representative of the fault conditions associated with the fault messages generated by the banking machines;

c) storing in the data store, data representative of at least one entity to be contacted responsive to occurrence of a fault condition at a banking machine;

and thereafter further comprising the steps of:

d) responsive to occurrence of the fault condition at the banking machine, sending through a communication device responsive to operation of the computer, an outgoing message to the entity;

e) receiving a response message from the entity through a communication device in operative connection with the computer; and

f) sending a detail message through a communication device responsive to receipt of the response message in step (e), wherein the detail message is sent responsive to the operation of the computer and includes data representative of the fault condition and the identity of the machine at which the fault condition occurred.

75. A method of operating a system comprising a plurality of banking machines, wherein each of the banking machines generates at least one fault message responsive to a fault condition occurring at the machine, a computer in operative connection with each of the banking machines, and a data store in operative connection with the computer, comprising in any order the steps of:

a) storing in the data store, data representative of an identity of each of a plurality of banking machines;

b) storing in the data store, data representative of the fault conditions associated with the fault messages generated by the banking machines;

c) storing in the data store, data representative of at least one action to be carried out responsive to an occurrence of a fault condition at a machine;

and thereafter further comprising the steps of:

d) inputting test signals with an input device in operative connection with the computer, the test signals including signals corresponding to the fault condition and the identity of the machine; and

e) carrying out the action responsive to the input test signals responsive to operation of the computer, whereby the system is tested.

76. A method comprising:

a) generating fault messages with a plurality of banking machines, responsive to occurrences of faults at the banking machines;

b) responsive to generation of a fault message corresponding to a fault and responsive to operation of a computer, dispatching a message to a servicer, generating a trouble record and storing in a data store data representative of the trouble record and that the trouble record has an open status;

c) responsive to receiving input information from the servicer indicative of correcting a fault, and responsive to operation of the computer, including in the trouble record corresponding to the fault, data representative of the trouble record having a closed status; and

d) responsive to receipt of an administrative request, and responsive to operation of the computer, generating an administrative message including data corresponding to trouble records having the open status.

77. A method of operating a system comprising a plurality of banking machines, wherein each of the banking machines generates at least one fault message responsive to a fault condition occurring at the machine, a computer in operative connection with each of the banking machines, and a data store in operative connection with the computer, comprising the steps of:

a) storing in the data store, data representative of the identity of each of the banking machines;

b) storing in the data store, data representative of the fault conditions associated with the fault messages generated by the banking machines;

c) storing in the data store, data representative of actions to be carried out responsive to occurrences of fault conditions at the banking machines;

d) carrying out the actions responsive to the occurrences of the fault conditions at the machines and responsive to operation of the computer, wherein the actions include storing data in the data store representative of occurrences of the fault conditions; and

e) generating report data responsive to operation of the computer and responsive to at least one input to an input device, wherein the report data includes data representative of a frequency of at least one fault condition.

Description

This invention relates to automated banking machines. Specifically, this invention relates to a system for monitoring fault conditions at automated banking machines and for automatically notifying a servicer or other entity of fault conditions requiring attention.

BACKGROUND ART

Automated banking machines have been developed which perform functions such as dispensing cash, receiving deposits, checking the status of accounts and other functions. Automated banking machines used by consumers are referred to as automated teller machines or "ATMs". There are several manufacturers of automated teller machines.

Many types of automated banking machines include internal systems which monitor their operation. These internal systems often operate to check the available quantities of items which are required for proper operation of the machine. This may include the amount of cash available in the machine for dispensing to customers or an operator. Other systems may monitor the availability of supplies such as blank receipt forms or deposit envelopes. Such systems operate to provide a signal when the quantities of such items reach levels indicative of a need for replenishment. It is also common to provide further signals when such items are depleted. The signals generated by the machine are indicative of the condition which has occurred.

Automated banking machines often include systems for providing signals indicative of malfunctions or the existence of other conditions which impede the operation of the machine. For example, machines which accept deposits may reach a condition where the depository is filled and cannot accept further deposits. When this occurs the machine loses all or a portion of its functional capabilities.

Other malfunctions may include failures of currency dispensing mechanisms, customer card readers, receipt printers, journal printers or other components of the machine. In each case, upon sensing a failure condition, the machine is operative to generate signals indicative of the condition.

Different types of automated banking machines generate different types of fault signals. One reason for this is that machines often include different components. For example, certain machines may function only to dispense cash, in which case no fault signals related to a depository are generated by such a machine. In addition, different manufacturers use different types of fault signals for indicating conditions which exist in their machines.

In the operation of a network of automated banking machines the operation of the machines is controlled by a host computer. Condition signals have been generally transmitted to the host computer. These condition signals from the machines are often referred to as status messages. The status messages may be of either the "solicited" or "unsolicited" types.

An example of a solicited status message may include a message that a machine sends back to a host computer after it has been instructed through a prior message from the host computer to carry out a function. Such a solicited response message may indicate that the machine successfully carried out the requested function or alternatively that the machine was unable to carry out the requested function. The message that the machine was unable to do what it was requested to do is an example of a fault message that was solicited. An example of an unsolicited fault message would be a signal from a seismic detector in the machine indicating that it is undergoing excessive movement. This may be indicative if the machine is subject to attack by a burglar. The message is sent to the host computer when the condition is sensed without the host computer specifically requesting the message. Automated banking machines typically have the capability of sending numerous types of solicited and unsolicited status messages indicative of conditions that exist at the machine.

In the past, operators of ATM networks have programmed their host computers to identify status messages that indicate a problem or fault and to present them to a system operator. Often this is done by printing the fault conditions at a printer operatively connected to the host computer. An operator, upon receiving the fault message, is required to determine from the content of the message the machine originating the message and the nature of the problem. Generally, automated teller machine networks have assigned numeric identification data to each machine for purposes of transmitting and receiving transaction messages. Such data is often printed in connection with the fault message. The host computer may also be programmed to print some information along with the raw fault message data to assist the system operator in identifying the problem which has occurred.

Upon receiving the fault condition message the system operator then must contact the entity which can correct the condition causing the message to be generated. If the banking machine is located in a bank branch, personnel working in the branch may in some instances be able to correct the condition. It may be appropriate to contact branch personnel when the condition indicated is the depletion of currency, receipt forms, printer ribbons or other consumable items. Such normal replacement and replenishment activities are often referred to as "first line" maintenance, and can often be done by individuals not having a great deal of technical knowledge concerning the operation of automated banking machines. Activities associated with repairing problems with automated banking machines other than the usual replenishment of consumable items is often referred to as "second line" maintenance. Branch personnel may also be contacted during business hours if the machine sends signals which suggest that a person is attempting to improperly gain access.

However, even if the problem is one that could normally be corrected by personnel working in a bank branch where the machine is located, if the problem occurs during times when the branch is closed then the system operator may need to contact a different entity to correct the condition. Such other entities may include servicers such as personnel who work for the manufacturer of the banking machine, or a third party service company. The personnel of the system operator are required to make a decision on who to contact based on the nature of the problem and the service available in the geographic area where the machine is located.

Other conditions indicated by status messages at an ATM or other banking machine may be indicative of problems that require skilled repair personnel. Such problems may include the repair of currency dispensing mechanisms, card readers, receipt printers and other devices within the machine. In such cases, the operator of the system needs to determine what manufacturer or third party servicer to contact who can make the necessary repairs. Often the decision as to who to contact requires consideration of the type of machine, the geographic area where the machine is located, as well as whether the condition has arisen during business hours or during off hours or holidays when different servicing entities have responsibility for making repairs. The decision as to who to contact may also involve whether the servicing entity will have access to cash or other valuables in the machine. In such cases, appropriate bank personnel may also need to be contacted to witness activities by the servicer.

The operator of a system of automated banking machines, upon receiving a status message from a machine, also often needs to follow up with the entity responsible for correcting the condition to find out when the condition has been corrected. This is particularly important where the operator of the ATM network, in response to receiving the fault condition message, takes the machine out of service on the network so that messages are no longer being sent to or received from the machine. If the problem has been corrected but the machine remains out of service, customers are being unnecessarily inconvenienced. Thus, it is important for the system operator to know as soon as possible that the problem has been corrected.

It is also important for system operators to know that a servicer who has been called is responding. If a message is dispatched to a servicing entity by E-mail or fax, the system operator has no way of knowing that the message has been received. Return phone calls may be made by the servicer to acknowledge message receipt and to get the information from the system operator concerning the nature of the condition indicated. However, when systems with many automated banking machines are involved it is often difficult to keep track of which messages have been acknowledged and which ones have not.

Operators of automated banking machine networks also often have a desire to evaluate the performance of the machines in their system as well as the individuals servicing them. However, there is no conveniently available way to analyze the problems that may be occurring at particular machines, or to evaluate whether particular servicers are correcting problems in a manner that has a lasting effect. Further, operators of automated banking machine systems often have a desire to evaluate the responsiveness of their servicers and other entities responsible for the machines. This cannot be conveniently done with existing systems and methods.

Thus, there exists a need for a system which can automatically determine the nature of a condition at an automated banking machine and automatically notify a servicer of the existence of the condition. There further exists a need for a system that can track the process for correcting the condition to determine that the notified servicer has responded and has corrected the problem. In addition, there exists a need for a system that can track and analyze the performance of automated banking machines and servicers, and provide report data in a manner that will assist an operator of automated banking machines in evaluating the performance of their machines and servicers.

DISCLOSURE OF INVENTION

It is an object of the present invention to provide a system that receives a condition message from a banking machine, and notifies an entity having responsibility for the machine of the condition.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, and is operative to notify a servicer having responsibility for the banking machine of the condition causing the machine to generate the condition message.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, and notifies servicers selectively based on the time the condition message is generated and the hours of servicer availability.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, and notifies a servicer selectively based on the nature of the condition indicated by the condition message.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, and notifies servicers selectively through a plurality of selected message mediums of the condition.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, and notifies servicers through selected message notification formats tailored to the servicer.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, and is operative to receive a response message from the servicer indicative that the servicer has received notification of the condition at the machine.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, that is operative to receive a correction message from the servicer indicative of the condition that caused the condition message has been corrected.

It is a further object of the present invention to provide a system that receives a condition message from a banking machine, that is operative to provide a servicer with information on how to correct the condition indicated by the condition message.

It is a further object of the present invention to provide a system for receiving a condition message from a banking machine, that may be used with different types of banking machines that provide different types of condition messages and that have different condition message formats.

It is a further object of the present invention to provide a system for receiving a condition message from a banking machine, that can be selectively operated to test the response of the system to receipt of selected condition messages from selected machines.

It is a further object of the present invention to provide a system for receiving a condition message from a banking machine, that provides an archive of information concerning conditions and their resolutions.

It is a further object of the present invention to provide a system for receiving a condition message from a banking machine, that is operative to selectively analyze the performance of banking machines connected to the system and servicers servicing the machines.

Further objects of the present invention will be made apparent in the following Best Modes for Carrying Out Invention and the appended claims.

The foregoing objects are accomplished in a preferred embodiment of the invention by a system that includes a plurality of automated banking machines. Each of the banking machines is operative to generate device status messages that are indicative of conditions such as fault conditions that occur at the banking machine.

Each of the banking machines is operatively connected to a computer which receives the condition messages from the banking machines. The computer is also in connection with a data store. The data store includes data representative of condition messages as well as servicers and other entities to be contacted when particular machines generate particular condition messages. The data in the data store also preferably includes data representative of message mediums to be used in contacting the servicers. This preferably includes, for example, fax numbers, pager numbers, telephone numbers, E-mail addresses and other contact information on how a particular servicer is to be contacted concerning a type of fault condition.

The system further includes a servicer interface device in operative connection with the computer. The interface device includes a message dispatching portion which is operative to dispatch messages to servicers. The servicer interface device further preferably includes a message receiving portion for receiving messages from servicers.

The computer is operative responsive to receiving a condition message from an automated banking machine to resolve the identity of a servicer or other entity to be contacted concerning the condition. The computer is further operative to resolve the manner in which the servicer is to be contacted and to operate the servicer interface device to dispatch a message to the servicer to notify them of the condition.

In a preferred embodiment of the invention the servicer is enabled to input messages to the message receiving portion of the servicer interface device. The servicer is enabled to acknowledge that the message dispatched by the system has been received. In addition, the servicer is preferably enabled to input messages indicative that corrective action has been started and eventually completed to correct the condition that caused the generation of the condition message.

The preferred embodiment of the invention includes a scheduler. The scheduler establishes a sequence of activities which are to happen with regard to notifying the responsible servicer or other personnel of a condition, and correcting the condition. The scheduler also sends messages at the appropriate times which cause activities to be carried out if specified conditions which eliminate the need for the activities have not already occurred. For example, the scheduler may send additional notification messages to the servicer (or to another servicer) if the servicer has not acknowledged a notification message within a selected time period.

In a preferred form of the invention the servicer is further enabled to obtain through the servicer interface device information concerning how to correct the condition which has caused the generation of the condition message. The preferred embodiment of the system is further operative to provide report data concerning the performance of the banking machines connected to the system and the servicers who respond to messages from the system.

BRIEF DESCRIPTION OF DRAWINGS

FIG. 1 is a schematic view of a process for correcting fault conditions at automated banking machines carried out using the preferred embodiment of the system of the present invention.

FIG. 2 is a schematic view of the components which comprise the system of the present invention.

FIG. 3 is a schematic view of the message flow through a first portion of the system of the present invention from the automated banking machines through the message gateway router.

FIG. 4 is a schematic view of the message flow through a further portion of the system of the invention including a device status processing program.

FIG. 5 is a schematic view of the message flow through a further portion of the system of the present invention which includes a multimedia reporter.

FIG. 6 is a schematic view of a client-server hardware configuration in which embodiments of the software used in the system of the present invention are operated.

FIG. 7 is a schematic view showing a fault actions window displayed to a user by the system of the present invention, including references to related windows from which the information shown in the fault actions window is derived.

FIG. 8 is a view of the main menu window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 9 is a schematic view showing the logical relationship between an automated banking machine and controller, location and group information associated with the automated banking machine.

FIG. 10 is a controller window generated by the software of the system of a preferred embodiment of the system of the present invention.

FIG. 11 is an ATM window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 12 is an ATM groups window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 13 is a locations window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 14 is a vendor window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 15 is a holidays window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 16 is a message recipients window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 17 is a table of variables representative of information that may be included in messages generated by an embodiment of the system of the present invention.

FIG. 18 is a schematic flow diagram of the processes executed by an interface device used in the system of a preferred embodiment of the present invention.

FIG. 19 is a schematic view of messages forwarded to a servicer by the interface device of a preferred embodiment of the system of the present invention to notify the servicer of a fault condition.

FIGS. 20 and 21 are schematic views of messages sent by the interface device of a preferred embodiment of the present invention to communicate information concerning a fault condition of a banking machine to entities responsible for operation of the banking machine exhibiting the fault condition.

FIG. 22 is a schematic view of a branch notification message generated by the interface device of a preferred embodiment of the present invention to notify a person at a facility where a banking machine is located of a problem with a banking machine.

FIG. 23 is a trouble ticket monitor window generated by the software of a preferred embodiment of the present invention wherein a system operator is enabled to review the status of conditions at automated banking machines and further showing the calendar selection tool of the system of the preferred embodiment.

FIG. 24 is a further view of the trouble ticket monitor window shown in FIG. 23 showing the drop down list feature of the preferred embodiment of the software used in the system of the present invention.

FIG. 25 is a trouble ticket history window generated by the software of a preferred embodiment of the present invention.

FIG. 26 is a call details window generated by the software of a preferred embodiment of the system of the present invention responsive to selection of the call icons shown in FIG. 24 in the trouble ticket monitor window.

FIG. 27 is an ATM host message log window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 28 is a fault codes window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 29 is a fault actions window similar to that shown schematically in FIG. 10 generated by the software of a preferred embodiment of the system of the present invention.

FIG. 30 is a thresholds window generated by the software of a preferred embodiment of the system of the present invention.

FIGS. 31 and 32 are a listing of action procedures used in connection with the fault actions window of the system of a preferred embodiment of the present invention.

FIG. 33 is a device fault simulation tool window generated by the software of a preferred embodiment of the system of the present invention used in connection with testing of the system.

FIG. 34 is a scheduler window generated by the software of a preferred embodiment of the system of the present invention.

FIG. 35 is a set-up window generated by the software of a preferred embodiment of the present invention, the set-up window being used in connection with the interfacing of the system of the present invention with a computer system operated by a vendor servicer.

FIG. 36 is a call details window similar to that shown in FIG. 26 generated by the software of a preferred embodiment of the system of the present invention.

FIGS. 37 through 45 are report data windows generated by the software of a preferred embodiment of the system of the present invention used for analyzing performance of the machines connected to the system and the servicers responsible for servicing such machines.

FIGS. 46 through 59 are a database schema representative of table records stored in the data store used in connection with the software of the system of a preferred embodiment of the present invention, with FIG. 46 being representative of a node type table record associated with system nodes.

FIG. 47 is a portion of the database schema used in connection with the message gateway router portion of the software of a preferred embodiment of the system of the present invention.

FIG. 48 is a schematic of the database schema portion associated with the device status processing program of the system of the present invention showing the relationships between the table records for purposes of resolving data indicative of an action instruction message to be sent to a multimedia reporter portion of the system, wherein FIGS. 49 through 51 show the table records referenced schematically in FIG. 48.

FIGS. 52 through 59 show a portion of the database schema including the database table records used in connection with the multimedia reporter, and the reporting, scheduling, status tracking, archiving and testing functions of the software of a preferred embodiment of the present invention.

BEST MODES FOR CARRYING OUT INVENTION

Referring now to the drawings and particularly to FIG. 1 there is shown therein a schematic view of a process carried out in connection with a preferred embodiment of the system of the present invention, which process is generally indicated 10. In the process carried out in connection with the invention, automated banking machines which in the preferred embodiment are ATMs 12, are operated together as part of an ATM network generally indicated 14. The ATMs in the network communicate with an ATM host 16. The host is operated by a bank or other entity responsible for the processing of transactions, tracking the status of customer accounts and the other activities necessary for the operation of the ATMs 12 which make up the network 14.

The ATM host 16 passes transaction messages back and forth between the ATMs in the network to cause the ATMs to carry out banking transactions with users. These transactions may involve different activities depending on the nature of the ATMs used in the network. For example, such transactions may relate to reading a customer's card, receiving and checking a customer's personal identification number (PIN), receiving deposits from a customer, dispensing cash to a customer, debiting or crediting customer accounts, checking account balances and other transaction activities.

In addition to exchanging transaction messages with the ATMs in the network, the host 16 also receives device status messages schematically indicated 18 from the ATMs 12. The status messages are indicative of conditions which exist at a particular ATM. Generally, device status messages are related to a fault or problem condition which has occurred at the machine. However, device status messages may also be indicative of the proper operation of a particular device or component which makes up the ATM.

The nature of the device status messages 18 which are transmitted to the host 16 depends on the type and character of the ATMs 12 which are sending the message. Different banking machines have different capabilities, and therefore send different types of status messages. In addition, different manufacturers build their machines to generate different signals responsive to conditions. Thus, device status messages which are indicative of a particular problem at one type of machine may be different in both content and format than a message indicative of an identical problem existing at a different brand or type machine.

Device status messages sent to the host 16 may include data indicative of the ATM sending the message and a particular device or component within the ATM that is responsible for sending the message. The device status messages generally fall into two categories. These categories are "solicited" and "unsolicited". A solicited message is one that is transmitted back to the host by an ATM in response to a message or instruction to the ATM from the host. A solicited message may be indicative that a function that a device in the ATM has been requested to perform has been satisfactorily carried out by the ATM, for example, the dispense of a certain amount of cash to the customer. The ATM may respond to such a message from the host with the response message that the command has been successfully carried out. Alternatively, if the ATM was unsuccessful in carrying out the request, a status message indicative that the ATM was not able to carry out the requested function will be sent. Such a solicited fault or condition message generally indicates that there is a problem of a particular type at the ATM which requires corrective action.

Unsolicited condition or fault messages from an ATM are those messages that are generated by the ATM that are not responsive to a message sent by the host. An example of these messages may be alarm conditions indicative of tampering or other improper activities. Examples may include the detection of activities by persons attempting to compromise the security of the ATM. Unusual movement may be detected by a seismic detector within the ATM chest. Other sensors may sense opening of the door of the ATM chest. Signals are generated in response to the detection of such conditions and an unsolicited message is sent to the host indicative thereof.

In the preferred form of the process associated with the system of the present invention, the status messages indicative of conditions at the ATM along with identifying data associated with the particular ATM generating the message, are delivered to an event management system generally indicated 20. The event management system includes computer hardware and software later discussed in detail which is operative to analyze the condition message received from the ATM and to reformat the message into a format which is suitable for use by the event management system. This reformatting is accomplished based on information stored in a data store concerning the particular formats used by the ATM generating the condition message.

The event management system is further operative after having converted the condition message to a useable format, to determine the nature of the condition which is being reported by the ATM. Thereafter the system is operative based on information stored in its data store, current time information and other information to determine what entities should be notified of the condition at the ATM and the manner in which to contact such entities. The manner of contacting the entities is shown schematically in FIG. 1 by message mediums 22. These message mediums include the sending of a message through a pager, by fax or by telephone. Message mediums may also include E-mail or other type of electronic message link. The sending of messages may be done electronically to a service provider such as to a DECAL.RTM. system operated by Diebold, Incorporated, the Assignee of the present invention.

In a preferred embodiment of the present invention, the event management system 20 is operative to contact entities including servicers through a servicer interface device which is a communication device capable of dispatching messages in the various message mediums 22. Further, the servicer interface device is preferably operable to receive input messages from servicers. Such input messages may include, for example, that the servicer has properly received notification of the problem, has arrived on site to correct the problem and has resolved the condition which caused the status message to be generated.

The preferred form of the invention includes an interactive voice/response module which enables the receipt of input messages from a servicer or other entity during the steps which occur during the problem correction process. These steps as indicated in FIG. 1 include acknowledgement by a servicer or other entity that they have received notice of the existence of a problem as indicated by step 24. The servicer may further indicate that they have arrived on site to begin correcting the problem as indicated at step 26. Once the problem has been corrected the servicer may notify the system that the problem has been corrected as indicated by step 28. This enables the system to analyze and report the status of problem correction activities at all times.

The components of the event management system 20 of the preferred embodiment of the system of the present invention are shown in greater detail in FIG. 2. The ATM host 16 is operative to receive the device status messages 18 from the ATMs in the network and to transmit host messages generally indicated 30, to the event management system 20. In the preferred form of the invention the ATM host system includes software which generates the host messages in a format which will be later described in detail. This software is preferably loaded into the host from a computer readable media, such as diskettes, a tape, a hard drive or similar software bearing media.

The event management system is operative in one or more computers and receives the host messages at a driver 32. The driver is operative to place the ATM host message 30 into a standard message envelope or SME which is used within the event management system 20. The device driver 32 is only operative to place the host message in the standard message envelope, but does not reformat the host message.

From the device driver 32 the message is transmitted to a message gateway router (MGR) 34. MGR 34 is operative to determine the type and format of the message received from the host based on information stored in table records in the data store. The message gateway router 34 is then operative to parse and reformat the message into a form that is useable within the event management system 20. The message gateway router fills out the fields in the standard message envelope and resolves the system address of the next component within the event management system which will receive the message. The next address for the message to be sent within the system is resolved based on the message type of the original message. It should be understood that while the preferred embodiment of the invention will be discussed in connection with a fault or problem condition message, the system of the preferred embodiment is capable of handling other types of messages which are routed to other systems, locations and processes.

After the message gateway router 34 reformats or otherwise transforms the message into the standard message envelope and resolves the next system address, the new message is sent through a send message function operative within the system to forward a fault or problem condition message to a device status processing program (DSPP) 36. The device status processing program (DSPP) 36 is operative based on information stored in the data store, to identify the nature of the fault condition represented by the message, including the device within the machine that is causing the fault signal to be generated. The device status processing program is further operative to determine data representative of the identity of the machine generating the message, including its physical location. The device status processing program 36 is further operative based on information in the data store to determine data representative of entities to be notified of the condition existing at the ATM and to determine what action is to be taken in response to the message. As discussed in detail later, such actions may take into consideration condition messages received from the particular ATM prior to the current message. Further, the actions taken may include or be correlated with data representative of steps to be taken at times after the condition is first reported to insure that the fault condition is promptly and properly corrected.

After determining the action to be taken in the device status processing program, an action message is sent to a multimedia reporter component 40. The multimedia reporter (MMR) is operative based on information stored in the data store to execute particular action steps in response to the action message resolved by the device status processing program. The multimedia reporter 40 is operative to resolve the entities to be contacted in response to the particular action message and to send messages from a message dispatching portion through the message mediums 22. The message mediums include the various forms of communication that may be established for entities to be contacted such as by telephone, fax, pager, E-mail or other electronic data link. The preferred form of the invention includes an interactive voice/response module (IVR) which is operative to provide the messages to each entity in the format established for the entity. These formats preferably include customized message formats for voice and fax messages that are tailored to the particular entity based on configuration information stored in the data store.

Based on the action resolved by the device status processing program, the MMR resolves a schedule for future actions. This schedule is established in a scheduler component 38. The scheduler is operative to send messages to the MMR at the times in the schedule for taking future action steps. If certain responsive activities are not reported to the MMR as having been taken prior to the receipt of the messages, the MMR operates to execute the action steps responsive to the messages received. If the MMR has received input messages which avoid the need for taking action in response to a message from the scheduler, the scheduler message is disregarded.

The MMR 40 is further operative to cause a "trouble ticket" to be stored in the data store. This trouble ticket or trouble record is a record of information concerning the condition in the ATM and the course of activities taken to resolve the condition reflected by the ticket. The trouble record information is generated and stored in the data store associated with the computers in which the event management system is operated.

In the preferred form of the invention the multimedia reporter includes a message receiving portion which enables an entity notified of a condition at an ATM to respond to the system. Such responses may include input messages, including messages that the entity acknowledges receipt of the message. Other input messages may include a message that an entity has arrived on site and has begun correcting the problem. Further input messages may indicate that the problem which caused the status message to be generated has been corrected. Other input messages may be accepted based on the requirements of the system.

In a preferred embodiment of the invention, the data store in connection with the computers in which the event management system 20 operates, includes information on steps to be taken to correct fault conditions which are generated at the ATMs. The multimedia reporter 40 is preferably programmed in response to receiving an input message from a servicer requesting such information, to provide a message including the correction steps to the servicer. This enables the servicer to have information on the steps which will be necessary to correct the problem indicated by the ATM message. In addition, the preferred embodiment of the present invention also enables a servicer who has been notified by a message such as through a pager, to obtain details of the fault condition which has caused the message at the ATM to be generated as well as identifying information for the ATM where service is required. Such information may include the location, contact and other information associated with the particular machine where the condition message was generated. The information parameters provided to the servicer or other person notified may be varied to suit the needs of the entity being notified.

In a preferred form of the invention the multimedia reporter 40 is operative to send additional messages to servicers. These messages are dispatched to servicers in response to messages from the scheduler 38 to the MMR if certain responses are not received from a servicer prior to scheduled times. The scheduled times are established by the MMR in response to the action message received from the DSPP. For example, if an entity notified of a fault condition is required to respond but has not done so within a time period established in accordance with the action resolved by the device status processing program, and as recorded by the MMR in the scheduler, then the scheduler may cause the MMR to give a further notice to the same entity or to a different entity. In addition, the fact of giving the additional notification or taking other action is recorded in the trouble ticket associated with the particular fault condition and stored in the data store. A record is also made in the data store of calls or other notifications given to servicers or other entities.

The preferred embodiment of the present invention is operative to enable the processing of administrative requests received at the multimedia reporter. Such administrative requests may include information concerning the status of banking machines connected to the system. The information responsive to administrative requests is resolved from the trouble ticket and other records in the data store and output through the multimedia reporter to appropriate personnel.

The event management system of the present invention is further operative to analyze information stored in the data store of the system concerning ATM conditions and corrective actions that were taken. This analysis includes producing various reports hereinafter described in detail, which show the performance of the machines in connection with the system and the fault conditions which have arisen with respect to the machines. In addition, the system enables analysis of network and servicer performance in terms of both availability of machines as well as the responsiveness and effectiveness of servicers in resolving problem conditions which occur at machines connected to the system.

The preferred embodiment of the system of the present invention further includes a device fault simulation function which enables a user of the system to test the operation of the system, either with regard to fault conditions at actual machines connected to the system or conditions at phantom machines which exist only as information representative of machines in a data store. The user is enabled through an input device in connection with the computer which operates the system to generate signals indicative of a fault condition at an ATM and to observe the operation of the system in response thereto. In this manner a system operator is enabled to verify that the system is working as anticipated in response to the generation of a fault condition at a particular machine.

The operation of the preferred embodiment of the system is now described in detail. FIG. 3 shows ATM machines 12 connected to ATM host 16 in a manner previously discussed. The ATM host comprises a computer which in the preferred embodiment is operative to receive the status messages from the ATM. The host 16 is preferably programmed with software to generate host status messages 30 to the event management system 20. This may be done in a number of ways as graphically indicated in FIG. 3.

The host 16 is programmed so that it responds to receiving a status message by generating a host message to the event management system. In a preferred form of the invention the host message includes a header added to the status message sent by the ATM. In a preferred form of the invention the host message has the following header fields:

    ______________________________________
    Field Name of
    Number
           Field        Length
                                 Format
                                             Description
    ______________________________________
    1     Terminal ID
                    15       ASCII            The ATM
                                      identification number
                                                   used in the system
    2          Host ID
                                 ASCII
                                              The internal system
                                                   ID for the ATM host
                                                   or controller sending
                                                   the message
    3          Date                 YYYYMMDD
                                           Date of event or
                                                   status message from
                                                   ATM
    4          Time                 hhmmss
                                             Time of event or
                                                   status message from
                                                   ATM
    5          Status
                        4                  Total length of fields
                length
                                       in status message
                Status
                       variable
                               variable
                                           Status message sent
                message
                                         bu ATM to host
                from ATM
    ______________________________________

    ______________________________________
    Field
    Num-
    ber   Name of Field
                         Length
                                  Format
                                    Description
    ______________________________________
    6    Solicited/ 1       "1" or "2"
                                    1 Unsolicited;
                Unsolicited ID
                                                  2 Solicited
    7          Message ID
                            1
                                               Indicates purpose and
                                                               format of
                                    message;
                                                               "2" indicates
                                    a
                                                               device status
                                    message
    8          Field separator
                       1                      Field separator
    9          LUNO          numericr. 3-9
                                              ATM logical unit
                                           number. May be
                                            zero filled
    10        Field separator
                       1                      Field separator
    11        Field separator
                       1                      Field separator
    12        Status
                    1                           Reason why message
                descriptor*
                                                               was sent; "8"
                                                               indicates
                                    device
                                    fault
    13        Field   1                       Field separator
         separator*
    14        Device
                     1                          An indicator of the
                identifier
                                                               device in the
                                    ATM
                                                               reporting this
                                    status
    15        Device/
                    var. 42      ASCII
                                                Alpha numeric
                application
                                                      descriptor of status
         status
    16        Field  1                        Field separator
         separator**
    17        MDS status**
                          var. 116
                                ASCII
                                                MDS type status
    18        End of text
                           1
                                              End of message
    ______________________________________
                                    indicator
     *     These fields are not present if message is an unsolicited message.
     **    These fields are not present if MDS status is not selected. MDS
     represents a particular type of Diebo1d .RTM. ATM.

    ______________________________________
    Field Field
    Number
          Designator         Description                   Length
    ______________________________________
    1     HEADER SID   SME message layout version
                                         1
    2          SOURCE NODE
                              System node
                                                 6
                SID                          originating message
    3          MESSAGE        The time the event management
                                           17
                RECEIVE
                                  system receives the message in
                SYSTEM TIME
                                             the format
                                             YYYYMMDDHHMMSSmmm
    4          INTERNAL
                             The system ID of the message
                                            4
          MESSAGE
          SID
    5                                                           4
    6          TARGET NODE
                              The system ID of the node to
                                            6
                SID                          which a message is being sent
    7          DATA FORMAT
                                Indicator that the particular
                                               1
                INDICATOR
                                  source of the message is either
                                             internal or external
    8          MESSAGE    A designator of the direction
                                               1
                DIRECTION
                                             of a message either into or out
                                             of the system
    9                                                               5
    10        PROCESSING
                              Last processing node system ID
                                              6
                NODE SID
    11                                          6used
    12        THE MESSAGE
                           A particular message being sent
                                             variable
                TEXT                         to the function represented by
                                             the TARGET NODE
    ______________________________________
                       SID