Ticket counter processing machine, station system, ticket counter processing method and program

Abstract

We provide ticket counter machines, station systems, ticket counter processing methods, and programs that can support the implementation of station services requested by users. [Solution] According to the embodiment, the counter processing machine includes a first display input unit, a second display input unit, a ticket processing unit, and a processor. The first display input unit includes a display unit and an operation unit installed facing the staff member. The second display input unit includes a display unit and an operation unit installed facing the user who visits the counter. The ticket processing unit reads the information recorded on the ticket held by the user. The processor identifies errors that occur during ticket gate processing using the ticket whose information has been read by the ticket processing unit, displays questions on the first and second display input units to inquire from the user about the information necessary to deal with the identified errors, and identifies the content of the work to be performed as work to deal with the errors based on the information entered in the first or second display input unit in response to the displayed questions.

Description

Technical Field

[0001] Embodiments of the present invention relate to a ticket window processing machine, a station operation system, a ticket window processing method, and a program.

Background Art

[0002] In transportation facilities such as railways, at ticket windows where staff serve users, a ticket window processing machine is installed for station staff to perform station operations in response to requests from users. The staff operating the ticket window processing machine needs to identify the necessary station operations for the user from the request made by the user.

[0003] However, it may be difficult for users to state what station operations they are requesting from the staff at the ticket window. For example, when a foreign traveler is unable to pass through the ticket gate, not only do they not know the reason for the failure, but they may also be unable to explain the situation in a language that the staff can understand or may not be able to understand the questions from the staff. There is a demand to enable smooth implementation of station operations by the ticket window processing machine for such various passengers.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] In order to solve the above problems, an object of the present invention is to provide a ticket window processing machine, a station operation system, a ticket window processing method, and a program that can support the implementation of station operations desired by users.

Means for Solving the Problems

[0006] According to the embodiment, the counter processing machine includes a first display input unit, a second display input unit, a ticket processing unit, and a processor. The first display input unit includes a display unit and an operation unit installed facing the staff member. The second display input unit includes a display unit and an operation unit installed facing the user who visits the counter. The ticket processing unit reads the information recorded on the ticket held by the user. The processor identifies errors that occur during ticket gate processing using the ticket whose information has been read by the ticket processing unit, displays questions on the first and second display input units to inquire from the user about the information necessary to deal with the identified errors, and identifies the content of the work to be performed as work to deal with the errors based on the information entered in the first or second display input unit in response to the displayed questions. [Brief explanation of the drawing]

[0007] [Figure 1] Figure 1 shows an example of the configuration of a station service system including a ticket counter processing machine according to an embodiment (first configuration example). [Figure 2] Figure 2 shows an example of the external configuration of a ticket counter processing machine in a station service system according to an embodiment. [Figure 3] Figure 3 is a block diagram showing an example of the control system configuration in a ticket counter processing machine of a station service system according to an embodiment. [Figure 4] Figure 4 is a block diagram showing an example of the configuration of the staff operation unit and the customer operation unit in a ticket counter processing machine of a station system according to an embodiment. [Figure 5] Figure 5 shows an example of the control system configuration in the monitoring panel of the station management system according to the embodiment. [Figure 6] Figure 6 is a flowchart illustrating an example of the operation of a ticket counter processing machine in a station service system according to an embodiment. [Figure 7] Figure 7 is a flowchart illustrating an example of the operation of a ticket counter processing machine in a station system according to an embodiment. [Figure 8] Figure 8 shows an example of the display of the most recent data display screen that the counter processing machine according to the embodiment displays on the display unit of the staff operation unit and the display unit of the customer operation unit. [Figure 9] Figure 9 shows an example of an error guidance screen displayed on the display unit of the staff operation unit and the display unit of the customer operation unit by the counter processing machine according to the embodiment. [Figure 10] Figure 10 shows an example of setting operation setting information for acquiring information necessary for handling errors in processing tickets in a counter processing machine according to the embodiment. [Figure 11] Figure 11 shows an example of the display of the question display screen that the counter processing machine according to the embodiment displays on the display unit of the staff operation unit and the display unit of the customer operation unit. [Figure 12] Figure 12 shows an example of a question display screen that is displayed on the display unit of the staff operation unit and the display unit of the customer operation unit by the counter processing machine according to the embodiment. [Figure 13] Figure 13 shows a second example of the configuration of a station system including a ticket counter according to the embodiment. [Modes for carrying out the invention]

[0008] The embodiments will be described below with reference to the drawings. Figure 1 is a schematic diagram showing an example of the configuration of a station service system 1 including a ticket counter processing machine according to an embodiment. The station system 1 according to this embodiment includes ticket gates 3, a monitoring panel 4, and a ticket counter 5. In the example configuration of the station system 1 shown in Figure 1, the ticket counter 5 is connected to multiple ticket gates 3 via the monitoring panel 4.

[0009] The ticket gate 3 performs the process (ticket gate processing) that controls the entry or exit of users at ticket gates in each station. For example, multiple ticket gates 3 are installed in a row at a station's ticket gate to form a passage for users to enter or exit. The ticket gate 3 performs the ticket gate processing (entry processing or exit processing) based on the information stored in the ticket medium held by the user.

[0010] The ticket medium used by ticket gate 3 as a ticket can be any medium that records information necessary for ticket processing, such as ticket information or fare information, that can be read by ticket gate 3. For example, ticket mediums include magnetic recording media in which information is recorded on a magnetic recording section (magnetic ticket), recording media that records (prints or displays) coded information such as a two-dimensional code (code ticket), contactless IC cards that transmit and receive information via contactless communication, mobile terminals such as mobile phones that have similar functions to contactless IC cards, or mobile terminals that display coded information such as a two-dimensional code.

[0011] Furthermore, each ticket gate 3 supplies information (log data) indicating the result of the ticket gate processing it performed, as well as the operating status of each ticket gate 3, to the monitoring panel 4. For example, if the ticket gate 3 determines that the ticket presented by the user is invalid (judgment NG), it supplies information including an error code indicating the reason for the invalidation, information read from the ticket being processed, and the processing time as log data to the monitoring panel 4. In addition, the ticket gate 3 also has a function to operate in response to operational instructions from the monitoring panel 4.

[0012] The monitoring panel 4 is installed in each monitored area, such as a ticket gate, and is connected to each ticket gate 3 within the monitored area. The monitoring panel 4 monitors each ticket gate 3 within the monitored area and remotely supplies operational instructions to each ticket gate 13. For example, the monitoring panel 4 acquires log data showing the processing results performed by each ticket gate 3 and information showing the operating status of each ticket gate 3, and stores (saves) the information acquired from each ticket gate 3. The monitoring panel 4 is also connected to the ticket counter processing machine 5. In response to requests from the ticket counter processing machine 5, the monitoring panel 4 provides the stored information, such as log data from each ticket gate 3.

[0013] The ticket window processing device 5 is a device (system) for performing station duties (operations) according to the responses of station staff. The ticket window processing device 5 is installed at a ticket window provided at, for example, a ticket gate. Further, the ticket window processing device 5 according to the embodiment has a staff operation unit 5a for operation by a staff member staying inside the ticket window and a customer operation unit 5b for operation by a user outside the ticket window. The ticket window processing device 5 has a function of assisting communication between the staff member and the user by displaying guidance on the display unit in the staff operation unit 5a and the display unit in the customer operation unit 5b, respectively. For example, the ticket window processing device 5 provides guidance corresponding to the error content estimated based on, for example, the log data of the ticket gate machine 3 acquired from the monitoring panel 4 or the information recorded on the ticket medium presented by the user, to the user and the staff member.

[0014] Next, the configuration of the ticket window processing device 5 in the station duty system 1 according to the embodiment will be described. FIG. 2 is a diagram showing an example of the external configuration of the ticket window processing device 5 according to the embodiment. Further, FIG. 3 is a block diagram showing an example of the control system configuration in the ticket window processing device 5 according to the embodiment. Further, FIG. 4 is a block diagram showing an example of the configuration of the staff operation unit 5a and the customer operation unit 5b in the ticket window processing device 5.

[0015] The ticket window processing device 5 is installed at a ticket window provided at, for example, a ticket gate of a station where users visit. A window W is provided at the ticket window where the ticket window processing device 5 is installed. The window W is provided between the space where the staff member stays (inside the ticket window) and the outside of the ticket window where the user is, and the window W is opened constantly or as needed, so that the staff member and the user can directly communicate with each other. For example, the staff member receives the ticket held by the user or hands over the processed ticket through the window W.

[0016] In the configuration example shown in FIG. 2, the ticket window processing device 5 includes a staff operation unit 5a, a customer operation unit 5b, a control unit 20, a magnetic ticket processing unit (ticket processing unit) 21, an IC card processing unit (ticket processing unit) 22, an amount processing unit 23, a staff ID (Identification) reading unit 24, and the like. Outside the counter, a customer operation unit 5b is provided so that users outside the window W can operate it. Inside the counter, an employee operation unit 5a, a control unit 20, a magnetic ticket processing unit 21, an IC card processing unit 22, a price processing unit 23, and an employee ID (IDentification) reading unit 24 are arranged. Each part inside the counter is arranged on or around the work table TB to facilitate the employee's work.

[0017] The control unit 20 is composed of, for example, a personal computer (PC). As shown in Figure 3, the control unit 20 has a processor 31, a ROM (Read Only Memory) 32, a RAM (Random Access Memory) 33, a data memory 34, and a communication unit 35.

[0018] The processor 31 is, for example, a CPU (Central Processing Unit). The processor performs various processes by executing a program. In the control unit 20, the processor 31 performs various processes (station operations) described later by executing a program stored in the ROM 32 or data memory 34. Some or all of the processes described later may be configured to execute hardware such as an LSI (Large Scale Integration) or ASIC (Application Specific Integrated Circuit).

[0019] ROM32 consists of non-volatile memory. RAM33 is volatile memory that temporarily holds data. Data memory (memory)34 is non-volatile memory that can be written to and rewritten. Data memory 34 consists of a storage device such as an HDD (Hard Disk Drive) or SSD (Solid State Drive).

[0020] The ROM 32 or data memory 34 stores various programs executed by the processor 31, such as firmware or application programs. The data memory 34 or ROM 32 also stores control data and data tables used for various processes. The communication unit 35 consists of communication interfaces for communicating with external devices. For example, the communication unit 35 includes a communication interface for communicating with the monitoring panel 4, and a communication interface for communicating with a higher-level system (not shown).

[0021] The magnetic ticket processing unit 21 is a processing unit that processes magnetic tickets, which are an example of ticket media used as train tickets (including commuter passes, etc.) for railways and other transportation. The magnetic ticket processing unit 21 reads information, including railway usage information, stored on the magnetic ticket, and writes information to the magnetic ticket based on instructions from the control unit 20. The magnetic ticket processing unit 21 may also issue magnetic tickets (train tickets) with the necessary entry and exit information written on them, under the control of the processor 31.

[0022] The IC card processing unit 22 is a processing unit that processes IC cards or electronic devices with equivalent functionality to IC cards (hereinafter referred to as "IC cards"), which are examples of ticket media used as tickets (including commuter passes, etc.) for railways and other transportation. In addition to processing IC cards presented by users, the IC card processing unit 22 may also reissue IC cards used as tickets such as commuter passes.

[0023] The IC card processing unit 22 processes an IC card, which is a portable electronic device equipped with a processor, memory, communication interface, etc. The IC card processing unit 22 performs data reading or writing to the memory of the IC card by performing contactless communication with the IC card, for example, via the contactless communication interface provided on the IC card.

[0024] Furthermore, the memory of the IC card shall store identification information (IDi) that uniquely identifies the IC card. In addition, the memory of the IC card may also store usage information such as entry and exit stations, entry and exit processing times, usage conditions, and available amount information (charge balance information).

[0025] The amount processing unit 23 is a processing unit for handling cash according to the tasks (station duties) being performed. The amount processing unit 23 may also include a unit for receiving payments by credit card or electronic money. For example, the amount processing unit 23 obtains the amount to be billed to the user (settlement amount) from the processor 31 and performs settlement processing based on the amount of cash inserted into an input unit (not shown) and the settlement amount to the user. If the amount of money inserted exceeds the settlement amount, the amount processing unit 23 dispenses the difference as change.

[0026] The staff ID reading unit 24 reads information stored on a staff identification card that identifies the staff member who is the operator (operator) operating the staff operation unit 5a. For example, the staff identification card is an IC card that stores identification information (staff ID) that identifies the staff member. The staff ID reading unit 40 communicates with the IC card presented at a predetermined reading position and reads the staff ID from the IC card. Once the staff ID reading unit 24 has read the staff ID, it outputs the read staff ID to the control unit 20. The control unit 20 requests authentication of the staff member based on the staff ID obtained by the staff ID reading unit 24 from the higher-level system, and if the staff member authentication based on the staff ID in the higher-level system is successful, it permits the staff member to operate the counter processing machine 5. Note that the staff ID reading unit 40 only needs to be capable of obtaining information that identifies the staff member (staff identification information). For example, the staff ID reading unit 40 may read the staff identification information by reading a code image presented by the staff member.

[0027] The staff control unit 5a is an example of a user interface for staff and is a group of devices used by staff. In the configuration example shown in Figure 4, the staff control unit 5a includes a display input unit (first display input unit) 40 including a display unit 41 and an operation unit 42, a speaker (audio output unit) 43, a microphone (audio input unit) 44, a camera (image input unit) 45, etc. The staff control unit 5a is installed so that the display input unit 40 etc. face the staff.

[0028] Furthermore, the customer operation unit 5b is an example of a user interface for users (customers) and is a group of devices used by the user. In the configuration example shown in Figure 4, the customer operation unit 5b includes a display input unit (second display input unit) 50 including a display unit 51 and an operation unit 52, a speaker (audio output unit) 53, a microphone (audio input unit) 54, a camera (image input unit) 55, etc. The customer operation unit 5b is installed so that the display input unit 50, etc., faces the user who visits the counter.

[0029] The display input units 40 and 50 are examples of the display units 41 and 51 and the operation units 42 and 52. The display input units 40 and 50 are composed of display devices equipped with touch panels. For example, the display input units 40 and 50 are composed of a display device such as an LCD (Liquid Crystal Display) or an organic EL (Electroluminescence) superimposed with a touch panel as a contact detection mechanism. The contact detection method of the touch panel may be any method, such as a resistive touch method or a capacitive touch method. In addition, the counter processing machine 5 may be equipped with input devices such as a keyboard or mouse as the operation units 42 and 52.

[0030] The display input unit 40 is installed so that the display screen of the display unit 41 faces the staff member inside the counter. Based on instructions from the control unit 20, the display input unit 40 displays a display screen for the staff member on the display screen of the display unit 41, and also detects the position touched by the touch panel provided on the display screen and supplies a signal indicating the touch position to the control unit 20.

[0031] The display input unit 50 is installed to face the display screen of the display unit 51 towards the user visiting the counter. Based on instructions from the control unit 20, the display input unit 50 displays a user-facing display screen on the display screen of the display unit 51, and also detects the position touched by the touch panel provided on the display screen and supplies a signal indicating the touch position to the control unit 20.

[0032] For example, the display input units 40 and 50 display GUI (Graphical User Interface) switches for operation. When a touch operation on a GUI switch is detected, the display input units 40 and 50 generate an operation signal indicating that a touch operation has been performed on the GUI switch and output it to the control unit 20. Alternatively, the display input units 40 and 50 may output a signal indicating the position (coordinates) of the touch operation to the control unit 20 so that the control unit 20 can determine which GUI switch the touch operation was performed on.

[0033] Speaker 43 is configured to output audio to the person operating the display input unit 40 (the staff member inside the counter). Speaker 53 is configured to output audio to the person operating the display input unit 50 (the user outside the counter). Speakers 43 and 53 output voice guidance instructed by the control unit 20.

[0034] Microphone 44 is configured to input the voice of the person operating the display input unit 40 (an employee inside the counter). Microphone 54 is configured to input the voice of the person operating the display input unit 50 (a user outside the counter). Microphones 44 and 54 output the input voice as audio data to the control unit 20.

[0035] Camera 45 is configured to capture a person (an employee inside the counter) who is in a position where the display screen of the display input unit 40 is visible. Camera 55 is configured to capture a person (a user outside the counter) who is in a position where the display screen of the display input unit 50 is visible.

[0036] Cameras 45 and 55 are equipped with solid-state image sensors such as CCDs (Charge Coupled Devices) and CMOSs ​​(Complementary Metal Oxide Semiconductors). Cameras 45 and 55 convert the light received by the solid-state image sensor into an electrical signal, generate an image based on the converted electrical signal, and output the generated (captured) image to the control unit 20.

[0037] Furthermore, cameras 45 and 55 may be equipped with a function to detect a person and adjust shooting conditions such as the shooting direction according to the position of the detected person (for example, autonomous control). Additionally, cameras 45 and 55 may be equipped with a function to detect a person's face based on the person's facial feature points and adjust shooting conditions such as the imaging area so that the detected face can be appropriately captured.

[0038] Next, an example of the configuration of the monitoring panel 4 in the station management system 1 according to the embodiment will be described. Figure 5 is a block diagram showing an example configuration of the monitoring panel 4 in the station management system 1 according to this embodiment. As shown in Figure 5, the monitoring panel 4 includes a processor 61, ROM 62, RAM 63, data memory 64, communication interface 65, and operation panel 66. The processor 61 controls various operations in the monitoring panel 4. The processor 61 performs various processes by executing programs. The processor 61 is, for example, a CPU. The processor 61 performs various processes by executing programs stored in the ROM 62 or data memory 64 using the RAM 63.

[0039] ROM62 is a non-volatile memory that pre-stores programs and control data. For example, ROM62 functions as program memory. RAM63 is a volatile memory that functions as working memory. RAM63 functions as a buffer memory that temporarily stores data being processed by the processor61. RAM63 also temporarily stores data transmitted and received by the communication interface65.

[0040] The data memory 64 stores various types of data. The data memory 64 is composed of rewritable, non-volatile memory such as an HDD (hard disk drive) or an SSD (solid state drive).

[0041] The communication interface 65 is an interface for communicating with each device that constitutes the station system 1. In the configuration example shown in Figure 1, the communication interface 65 includes an interface for communicating with each ticket gate 3 and a communication interface for communicating with the ticket counter 5. For example, the processor 61 collects information indicating processing results and operating status from each ticket gate 3 connected via the communication interface 65 and stores the collected information in the data memory 64. The processor 61 also supplies the information collected from each ticket gate 3 to the ticket counter 5 in response to a request from the ticket counter 5 connected via the communication interface 65.

[0042] The control panel 66 has a display unit that displays information to the staff and an operation unit that receives operation instructions from the staff. For example, the control panel 66 is composed of a display device with a built-in touch panel. The control panel 66 displays information indicating the operating status of each ticket gate 3 and receives operation instructions entered by the staff. For example, the processor 61 supplies operation instructions to the designated ticket gate 3 in response to the instruction input by the staff to the control panel 66.

[0043] Next, the log data collected by the monitoring panel 4 from each ticket gate 3 in the station management system 1 according to this embodiment will be described. The monitoring panel 4 acquires log data indicating the results of the ticket gate (entry or exit) processing performed by each ticket gate 3 within its monitoring range, and stores the acquired log data in a memory such as the data memory 64. For example, if the ticket gate 3 determines that the ticket presented by the user (processing ticket) is invalid (judgment NG), it generates log data indicating the erroneous processing result (error log data) and supplies it to the monitoring panel 4. The error log data includes information such as an error code indicating the reason for the judgment NG (invalid), information indicating the error content including information read from the processing ticket, the time the ticket gate processing was performed, and identification information of the processing ticket.

[0044] As an example of operation, IC cards record an IDi, which is identification information for the ticket. When the ticket gate 3 processes a ticket, it reads ticket information including the IDi from the IC card, so if the ticket being processed is an IC card, it generates log data including the IDi. Also, when the ticket gate 3 processes a ticket, it does not read identification information from magnetic tickets, so if the ticket being processed is a magnetic ticket, the log data does not include ticket identification information such as the IDi.

[0045] In this operation, log data accumulated in the monitoring panel 4 for tickets that are IC cards can be identified by the IDi, which is the identification information of the ticket. Therefore, when the ticket counter processing machine 5 processes an IC card, it can obtain log data related to the IC card identified by the IDi from the monitoring panel 4 by specifying the IDi read from the IC card and requesting a log data inquiry from the monitoring panel 4. In addition, when the ticket counter processing machine 5 processes a magnetic ticket or a ticket whose IDi cannot be read, it can obtain a predetermined number of log data entries for ticket gate processing that resulted in errors at the ticket gate 3 monitored by the monitoring panel 4 by requesting a predetermined number of error log data entries from the most recent.

[0046] Next, the operation of the ticket counter processing machine 5 in the station system 1 according to this embodiment will be described. Figures 6 and 7 are flowcharts illustrating an example of the operation of the ticket counter processing machine 5 in the station system 1 according to this embodiment. In standby mode, the processor 31 of the counter processing machine 5 displays a business acceptance screen (business waiting screen) on the display unit 41 of the staff operation unit 5a and the display unit 51 of the customer operation unit 5b (step ST11). For example, the processor 31 displays a message indicating that the customer is waiting for the ticket to be processed on the display unit 41 and the display unit 51 as a business waiting screen. The processor 31 may display business waiting screens with the same layout and content on both the display unit 41 and the display unit 51, or it may display a business waiting screen for staff on the display unit 41 and a business waiting screen for users indicating that business acceptance is possible on the display unit 51.

[0047] The processor 31 of the counter processing machine 5 accepts the selection of the language to be used for user guidance (customer guidance language) when the waiting screen for business is displayed (step ST12). For example, the processor 31 displays language selection buttons for selecting the customer guidance language on the waiting screen displayed on the display unit 41 and the display unit 51, and accepts the language selection based on the instructions given to the language selection button displayed on the display unit 41 or the display unit 51. If the processor 31 of the counter processing machine 5 is instructed to select a customer guidance language (step ST12, YES), it sets the language specified on the operation unit 42 or the operation unit 52 as the customer guidance language (step ST13).

[0048] When a customer guidance language is set, the processor 31 of the counter processing machine 5 sets the language so that user guidance, such as guidance displayed on the display unit 51 of the customer operation unit 5b and voice guidance output from the speaker 53, is provided in the customer guidance language. However, even when a customer guidance language is set, the processor 31 will provide guidance to staff in the default language (staff language) on the staff operation unit 5a.

[0049] Furthermore, in the counter processing machine 5, the language settings in steps ST11 and ST12 are to be performed at any time. That is, the processor 31 of the counter processing machine 5 will receive a customer guidance language selection instruction at any time during the operation described later, and will set the language of the customer guidance according to the specified customer guidance language. As a result, the counter processing machine 5 can switch the user guidance provided by the customer operation unit 5b to guidance in the specified language at any time.

[0050] Furthermore, the processor 31 of the counter processing machine 5 may be configured to estimate the language used by the user (the language the user is speaking) from the voice of the user collected by the microphone 54 of the customer operation unit 5b. In other words, the processor 31 can estimate the language spoken by a user within the range of the microphone 54 by extracting a person's voice from the sound collected by the microphone 54 of the customer operation unit 5b and estimating the language of that voice.

[0051] For example, if the processor 31 can estimate the language from the sound picked up by the microphone 54, it may set the estimated language as the customer guidance language. This allows the counter processing machine 5 to set the customer guidance language to the language the user speaks without the user having to operate the operation unit 52. Alternatively, if the processor 31 can estimate the language from the sound picked up by the microphone 54, it may display a language selection button on the display unit 51 with text in the estimated language. In this case, the user can recognize the language selection button displayed in the language they speak, making it easy for the user to select the language themselves.

[0052] Furthermore, the processor 31 of the counter processing machine 5, while displaying the waiting screen, waits for the magnetic ticket processing unit 21 or the IC card processing unit 22 to read the ticket (step ST14). For example, when a user visits a counter where the counter processing machine 5 is installed, the staff member at the counter operates the staff member operation unit 5a of the counter processing machine 5 to perform the necessary station duties for the user. This explanation assumes that a user with a ticket that resulted in an entry or exit error at the ticket gate 3 visits the counter.

[0053] The staff member at the counter receives the ticket (processing ticket) held by the user through window W and has the magnetic ticket processing unit 21 or IC card processing unit 22 read the processing ticket received from the user. If the magnetic ticket processing unit 21 or IC card processing unit 22 reads the information recorded on the processing ticket (step ST14, YES), the processor 31 acquires the information (ticket information) read from the processing ticket by the magnetic ticket processing unit 21 or IC card processing unit 22 (step ST15).

[0054] For example, when an attendant receives a magnetic ticket as a processing ticket from a user, they insert the received magnetic ticket into the magnetic ticket processing unit 21. This allows the processor 31 to obtain the information that the magnetic ticket processing unit 21 will read from the magnetic ticket. Alternatively, when an attendant receives an IC card as a processing ticket from a user, they present the received IC card to the reader of the IC card processing unit 22. This allows the processor 31 to obtain the information that the IC card processing unit 22 will read from the IC card.

[0055] When the processor 31 of the ticket counter processing machine 5 acquires the information recorded on the processing ticket, it displays a selection screen on the display unit 41 to select whether or not to check the log data collected by the monitoring panel 4 (step ST16), and accepts an instruction to check the log data collected by the monitoring panel 4. The staff member instructs the monitoring panel 4 to check the log data if the monitoring panel 4 identifies the error in the ticket gate processing using the processing ticket based on the log data collected by the ticket gate machine 3, and instructs the staff member not to check the log data if the error can be identified without using the log data collected by the monitoring panel 4.

[0056] If the processor 31 is instructed to query the log data collected by the monitoring panel 4 (step ST17, YES), it determines whether or not it was able to read identification information (ticket identification information) from the processing ticket presented by the user (step ST18). As an example of operation, it is assumed that the ticket gate 3 reads the IDi as ticket identification information from IC cards during ticket gate processing, but does not read ticket identification information from magnetic tickets. In such operation, the log data when the ticket gate 3 successfully reads an IC card will include the IDi. In this case, if the processing ticket is an IC card, the log data of that IC card can be queried using the IDi, so the processor 31 may determine in step ST14 whether or not the processing ticket is an IC card.

[0057] If the processor 31 of the counter processing machine 5 can read the ticket identification information (IDi) from the ticket (step ST18, YES), it searches for the latest log data stored in the monitoring panel 4 based on the ticket identification information read from the ticket (step ST19). For example, the processor 31 of the counter processing machine 5 communicates with the monitoring panel 4 via the communication unit 35 and sends a request to the monitoring panel 4 to search (inquire about) the latest log data (error log data) by specifying the read ticket identification information.

[0058] When the processor 61 of the monitoring panel 4 receives a search request from the ticket counter processing machine 5 via the communication unit 65, it searches the data memory 64 for the latest log data containing the identification information (IDi) of the ticket specified in the search request from the log data collected from each ticket gate 3. If the processor 61 of the monitoring panel 4 finds log data containing the identification information of the specified ticket, it sends the found log data to the ticket counter processing machine 5 as a search result. If no log data exists for the specified IDi, the processor 61 of the monitoring panel 4 sends information to the ticket counter processing machine 5 indicating that no corresponding log data was found as a search result.

[0059] When the processor 31 of the ticket counter processing machine 5 obtains the latest log data containing the identification information of the ticket specified as a search result from the monitoring panel 4 (step ST20, YES), it determines that the obtained log data is information indicating the processing result (error details) at the ticket gate 3 for the ticket received from the user, and proceeds to step ST24.

[0060] Furthermore, if the processor 31 of the counter processing machine 5 receives a search result from the monitoring panel 4 indicating that there is no log data containing the identification information of the specified ticket (step ST20, NO), or if the identification information of the ticket cannot be read from the processing ticket presented by the user (step ST18, NO), it retrieves (queries) a predetermined number of the most recent error log data from the log data collected by the monitoring panel 4 (step ST21).

[0061] For example, the processor 31 of the counter processing machine 5 requests a predetermined number of recent error log data from the monitoring panel 4. In response to the request from the counter processing machine 5, the processor 61 of the monitoring panel 4 extracts a predetermined number of error log data from the log data stored in the data memory 64, starting with the most recent ones in chronological order. The processor 61 of the monitoring panel 4 then transmits the predetermined number of error log data extracted from the data memory 64 in chronological order to the counter processing machine 5.

[0062] When the processor 31 of the counter processing machine 5 acquires a predetermined number of recent error log data from the monitoring panel 4, it displays a display screen (recent data display screen) showing the acquired predetermined number of log data on the display unit 41 and the display unit 51 (step ST22), and accepts the selection of one log data from the displayed log data. For example, the recent data display screen displays a predetermined number of log data acquired from the monitoring panel 4 in a list format, and is a display screen that allows the staff member or user to select any one of the log data displayed in the list.

[0063] Figure 8 shows an example of the display screen for the most recent data displayed by the counter processing machine 5 on the display unit 41 of the staff operation unit 5a and the display unit 51 of the customer operation unit 5b. In the display example shown in Figure 8, the most recent data display screen includes a list of log data (log data selection area) 71, a page switching button 72, a language selection button 73, and a reset button 74.

[0064] However, the display unit 51 of the customer operation unit 5b will display the text information to be shown on the latest data display screen shown in Figure 8 using the language set as the customer guidance language. In addition, the display unit 51 of the customer operation unit 5b may hide buttons that are not selectable by the user on the latest data display screen shown in Figure 8. For example, on the latest data display screen shown in Figure 8, the reset button 74 may not be displayed on the display unit 51 so that the user cannot select it.

[0065] The log data list 71 displays a number of log data items that can be displayed on the screen from a predetermined number of log data items acquired from the monitoring panel 4, in a list format, and allows the user to select the display field (display area) of any of the log data items. In the display example shown in Figure 8, the display field for each log data item displayed in the log data list displays information indicating the content of each log data item, such as the time, error details, and ticket gate information. The time indicates the time when the ticket gate process that resulted in the error indicated by the log data was executed. The error details indicate the error details identified from the error code, etc. The ticket gate unit number is information indicating the ticket gate that performed the process indicated by the log data. For example, the ticket gate information may be the unit number assigned to the ticket gate, or it may be information indicating the location of the ticket gate.

[0066] The page switching button 72 is a button that instructs the system to switch the group of log data displayed in the log data list 71. When the page switching button 72 is selected by the operation unit 42 or operation unit 52, the processor 31 switches the group of log data displayed in the log data list 71.

[0067] The language selection button 73 is a button that indicates the language in which the customer operation unit 5b will guide the user. When the language selection button 73 is indicated on the operation unit 42 or operation unit 52, the processor 31 performs the language settings as described in steps ST11 and ST12 above. For example, when the language selection button 73 is indicated, the processor 31 displays a list of language buttons that display the selectable languages, and sets the language displayed on the language button selected from the list of language buttons as the customer guidance language. As a result, the text information on the latest data display screen displayed on the display unit 51 will be displayed in the selected language.

[0068] The reset button 74 is a button that instructs the system to cancel the currently running process. The reset button 74 may be displayed on the display unit 41 of the staff operation unit 5a, rather than on the display unit 51 of the customer operation unit 5b, so that the staff member can select it without the user having to.

[0069] If any one log data is selected (step ST23, YES), the processor 31 of the ticket counter processing machine 5 identifies that the error content indicated by the selected log data is an error in the ticket gate processing using the processing ticket received from the user. Once the processor 31 identifies the log data (error content), it displays an error guidance screen based on the error content indicated by the log data on the display unit 41 and the display unit 51 (step ST24).

[0070] Furthermore, if the processor 31 of the ticket counter processing machine 5 does not identify the error content from the log data accumulated by the monitoring panel 4, it performs a test of ticket gate processing on the ticket (executes ticket gate determination processing) to identify the error content (steps ST25-27). In other words, if the processor 31 does not check the monitoring panel (step ST17, NO), or if it is not possible to identify the error log data corresponding to the ticket from the log data of the monitoring panel 4, it proceeds to step ST25 and displays an entry / exit selection screen on the display unit 41 and the display unit 51 to select either entry processing or exit processing as the ticket gate processing (step ST25), and accepts an instruction to select whether to perform entry processing (entry determination) or exit processing (exit determination) as the ticket gate processing to be tested on the ticket.

[0071] The processor 31 of the ticket counter processing machine 5 executes the selected processing (entry processing or exit processing) based on the information read from the processing ticket presented by the user (step ST26). For example, if entry processing is selected, the processor 31 attempts to perform entry processing (entry determination) at the station (ticket gate) based on the information read from the processing ticket presented by the user. Also, if exit processing is selected, the processor 31 attempts to perform exit processing (exit determination) at the station (ticket gate) based on the information read from the processing ticket presented by the user.

[0072] The processor 31 of the ticket counter processing machine 5 identifies the error content for the ticket based on the trial results of the executed ticket gate processing (step ST27). Once the processor 31 has identified the error content, it proceeds to step ST24 and displays an error guidance screen based on the error content identified by the trial ticket gate processing on the display unit 41 and the display unit 51.

[0073] Figure 9 shows an example of the error guidance screen displayed on the display unit 41 of the staff operation unit 5a and the display unit 51 of the customer operation unit 5b in the counter processing machine 5. However, when the error guidance screen shown in Figure 9 is displayed on the display unit 51 of the customer operation unit 5b, the text information to be displayed will be in the language currently set (customer guidance language). In addition, the display unit 51 of the customer operation unit 5b may hide buttons that the user cannot select on the error guidance screen shown in Figure 9. For example, on the error guidance screen shown in Figure 9, the confirmation button 83 and the reset button 84 may not be displayed on the display unit 51 so that the user cannot select them.

[0074] In the example shown in Figure 9, the error guidance screen displays the error guidance 81, language selection button 82, confirmation button 83, and reset button 84. Error notification 81 displays information indicating the identified error and its reason. In the example shown in Figure 9, error notification 81 displays "Entry Judgment NG" as the error content, and "Entry Status" and "No Exit Station Information" as the reason for the error. Here, it is assumed that the entry and exit cycle is checked during the entry and exit processes.

[0075] In this embodiment, the ticket gate process (entry process and exit process) will be described assuming that an entry / exit cycle check is performed. Specifically, in the entry process, entry is not permitted (judgment NG) unless the most recent entry / exit record recorded on the ticket is exit information (exit station information), and in the exit process, exit is not permitted (judgment NG) unless the most recent entry / exit record recorded on the ticket is entry information (entry station information).

[0076] The language selection button 82, like the language selection button 73 described above, is a button that indicates the language (customer guidance language) that the customer operation unit 5b will use to guide the user. When the language selection button 82 is indicated on the operation unit 42 or operation unit 52, the processor 31 performs the language settings as described in steps ST11 and ST12 above.

[0077] The confirmation button 83 is a button that indicates that the error content to be displayed on the error notification 81 has been confirmed. When the confirmation button 83 is selected on the operation unit 42 or operation unit 52, the processor 31 confirms the error displayed on the error notification 81 as the error content for the ticket received from the user and proceeds to the processing to address the error. The confirmation button 83 may be displayed on the display unit 41 of the staff operation unit 5a, rather than on the display unit 51 of the customer operation unit 5b, so that the staff member can select it without the user having to select it.

[0078] The reset button 84 is a button that instructs the system to cancel the currently running process. The reset button 84 may be displayed on the display unit 41 of the staff operation unit 5a, rather than on the display unit 51 of the customer operation unit 5b, so that the staff member can select it without the user having to.

[0079] When the error confirmation screen of the counter processing machine 5 instructs the system to confirm an error, the processor 31 displays a question display screen containing questions corresponding to the confirmed error on the display unit 41 and the display unit 51 (step ST31), and accepts input of information necessary for the operation (station work) corresponding to the confirmed error. The question display screen displays questions to obtain the information necessary for the operation corresponding to the error from the user, along with buttons for inputting the necessary information. The content displayed on the question display screen is set for each error.

[0080] Figure 10 shows an example of setting up operation settings information, such as questions to be displayed in response to errors. According to the example settings shown in Figure 10, operation setting information corresponding to various errors (error codes and error details) is configured. The counter processing machine 5 stores the operation setting information for each error, as shown in Figure 10, in a memory such as the data memory 34. The operation setting information includes information such as questions (or guidance) to ask the user for information necessary to perform the task according to the error details, various buttons for inputting information (selection buttons, input buttons), and information indicating the layout of the question display screen where the questions and various buttons are arranged.

[0081] When the processor 31 of the counter processing machine 5 determines the error details in the processing ticket received from the user, it sets up a question display screen, including questions to be displayed on the display unit 41 of the staff operation unit 5a and the display unit 51 of the customer operation unit 5b, based on the operation setting information. In addition, the operation setting information for each error may include multiple stages of questions (question display screens). If multiple stages of question setting screens are set, the processor 31 also controls the display unit 41 and the display unit 51 to display the next question display screen according to the information entered on the question display screen.

[0082] Figures 11 and 12 show examples of the question display screens shown on the display unit 41 of the staff operation unit 5a and the display unit 51 of the customer operation unit 5b in the counter processing machine 5. Figure 11 shows an example of the question display screen that appears when entry is not determined due to a lack of exit station information, as illustrated in Figure 10. Figure 12 shows an example of the second question display screen that appears when a specific button is selected on the question display screen illustrated in Figure 11.

[0083] Furthermore, when the question guidance screens shown in Figures 11 and 12 are displayed on the display unit 51 of the customer operation unit 5b, the displayed text information will be in the currently set language (customer guidance language). In addition, the display unit 51 of the customer operation unit 5b may hide buttons that are not selectable by the user on the question display screens shown in Figures 11 and 12. For example, the reset button 84 on the question guidance screen shown in Figure 11 and the confirmation button 106 and reset button 107 on the question guidance screen shown in Figure 12 may be hidden from the display unit 51 so that the user cannot select them.

[0084] The question display screen (first question display screen) illustrated in Figure 11 displays a question display area 91, a first selection button 92, a second selection button 93, a language selection button 94, and a reset button 95. The question display area 91 displays questions to obtain information from the user necessary for the task of addressing the confirmed error. In the example shown in Figure 11, the question display area 91 displays "Please enter the departure station" to allow the user to input the departure station as information necessary for the task of addressing the error, and further displays the question "Did you alight at this station?" to allow the user to select one of the buttons.

[0085] The first selection button 92 and the second selection button 93 are selection buttons that are selected in response to the guidance and questions displayed in the question display area 91. In the example shown in Figure 11, the first selection button 92 displays "This Station" and is selected because the departure station is this station. The second selection button 93 displays "Other" and is selected when the departure station is a station other than this station.

[0086] The language selection button 94, like the language selection buttons 73 and 82 described above, is a button that indicates the language (customer guidance language) that the customer operation unit 5b will use to guide the user. When the language selection button 94 is indicated on the operation unit 42 or operation unit 52, the processor 31 performs the language settings as described in steps ST11 and ST12 above.

[0087] The reset button 95 is a button that instructs the system to cancel the currently running process. Alternatively, the reset button 95 may be displayed on the display unit 41 of the staff operation unit 5a, rather than on the display unit 51 of the customer operation unit 5b, so that the staff member can select it without the user having to.

[0088] The question display screen (second question display screen) illustrated in Figure 12 displays a question display area 101, a first selection button group 102, a second selection button group 103, a third selection button group 104, a language selection button 105, a confirmation button 106, and a reset button 107.

[0089] The question display area 101 displays questions (guidance) to obtain information from the user that is necessary for the task of dealing with a confirmed error. In the example shown in Figure 12, the question display area 101 displays "Please enter the departure station" as information necessary for the task of dealing with the error.

[0090] The first selection button group 102, the second selection button group 103, and the third selection button 104 are selection buttons that are selected in response to the guidance and questions displayed in the question display area 101. In the example shown in Figure 12, the first selection button group 102 displays a group of buttons labeled "Company xx" and is a button for selecting the company (railway operator) that includes the departure station. The second selection button group 103 displays a group of buttons labeled "Line xx" and is a button for selecting the line (railway line) that includes the departure station. The third selection button 104 displays a group of buttons labeled "Station xx" and is a button for uniquely selecting the departure station.

[0091] For example, if a railway company is selected in the first selection button group 102, the third selection button group 103 will display a group of buttons for selecting stations within the selected railway company. Similarly, if a railway line is selected in the second selection button group 103, the third selection button group 104 will display a group of buttons for selecting stations within the selected line. This allows the staff member or the user to select the station they most recently exited (exit station) through their own operation in the staff member's control panel 5a or the customer's control panel 5b.

[0092] The language selection button 105, like the language selection buttons 73, 82, and 94 described above, is a button that indicates the language (customer guidance language) that the customer operation unit 5b will use to guide the user. When the language selection button 105 is indicated on the operation unit 42 or operation unit 52, the processor 31 performs the language settings as described in steps ST11 and 12 above.

[0093] The confirmation button 106 is a button that instructs the user to confirm the selection made by any of the selection buttons. When the confirmation button 106 is selected by the operation unit 42 or operation unit 52, the processor 31 confirms the station specified by any of the buttons in the third selection button group 104 as the exit station. The confirmation button 106 may be displayed on the display unit 41 of the staff operation unit 5a, rather than on the display unit 51 of the customer operation unit 5b, so that the staff can select it without the user having to make a selection.

[0094] The reset button 107 is a button that instructs the system to cancel the currently running process. Alternatively, the reset button 107 may be displayed on the display unit 41 of the staff operation unit 5a, rather than on the display unit 51 of the customer operation unit 5b, so that the staff member can select it without the user having to.

[0095] The processor 31 of the counter processing machine 5 acquires (collects) the information necessary for the operation by displaying a question display screen, and then determines whether the operation content has been identified as the operation (station operation) corresponding to the error based on the acquired information (step ST32). If the operation content cannot be uniquely identified by the information collected using the question display screen, the processor 31 displays an operation selection screen on the display unit 41 and the display unit 51 and accepts input (selection) of information to identify the operation content. When information that uniquely identifies the operation content is input, the processor 31 identifies the operation content and proceeds to step ST34.

[0096] When the processor 31 of the counter processing machine 5 uniquely identifies the content of the work, it displays a confirmation screen for the work to be performed on the display unit 41 and the display unit 51 (step ST34). Here, the confirmation screen displays the content of the work and the entered information, as well as a confirmation button to instruct the user to confirm the content of the work to be performed.

[0097] The processor 31 of the counter processing machine 5 displays a confirmation button to instruct the staff member, rather than the user, to confirm the details of the work to be performed, only on the display unit 41 of the staff member operation unit 5a. When the confirmation button to confirm the details of the work is instructed by the operation unit 42 of the staff member operation unit 5a, the processor 31 confirms the details of the work (step ST35) and executes the confirmed work (step ST36).

[0098] For example, when the processor 31 receives input of an exit station as information necessary for handling an error where entry is not determined due to the absence of an exit station, the processor 31 displays on the confirmation screen the details of the task, which involves recording the exit station information on the ticket presented by the user, along with information indicating the specified exit station. In response to instructions from the operation unit 42 to press the confirmation button, the processor 31 performs the task of recording the exit station information, including the specified exit station, on the processing ticket presented by the user. Alternatively, the processor 31 may also perform the task of inputting the exit status at the specified exit station onto the processing ticket in response to instructions from the operation unit 42 to press the confirmation button, thereby permitting the user's entry.

[0099] As described above, the counter processing machine according to the embodiment identifies errors that occur during ticket gate processing using tickets presented by the user, displays questions on both the display unit of the staff operation unit and the display unit of the customer operation unit to ask the user for information necessary to deal with the identified errors, and identifies the content of the work to be performed as the work to deal with the errors based on the information entered on either the operation unit of the staff operation unit or the operation unit of the customer operation unit.

[0100] As a result, the counter processing machine according to this embodiment enables communication with users using a customer display unit, and facilitates the collection of information necessary for handling errors. Consequently, even if users have difficulty communicating through normal conversation in Japanese or other languages, the counter processing machine can support the station staff in performing station duties.

[0101] Furthermore, the counter processing machine according to this embodiment accepts the selection of the language to be used for user guidance at both the staff operation unit and the customer operation unit. If a specific language is selected at either the staff operation unit or the customer operation unit, the language of the text information displayed on the display unit of the customer operation unit will be the selected language. As a result, with the counter processing machine according to this embodiment, if the user is a person who speaks a foreign language, the customer operation unit can provide easy-to-understand guidance in the foreign language the user speaks.

[0102] Furthermore, the counter processing machine according to the embodiment stores in memory operation setting information, such as questions to inquire about the information necessary for the operation, for each error that may occur during ticket gate processing. Based on the operation setting information stored in memory, a question display screen corresponding to the identified error is displayed on both the display unit of the staff operation unit and the display unit of the customer operation unit. As a result, the counter processing machine according to the embodiment can smoothly ask questions to inquire about the information necessary for the operation in response to error information such as error codes.

[0103] Furthermore, the ticket counter processing machine according to the embodiment communicates with a monitoring panel that collects log data indicating the results of ticket gate processing from ticket gates installed at the ticket gates, and identifies errors that occurred during ticket gate processing using tickets read by the ticket processing unit from the log data obtained from the monitoring panel. Thus, according to the ticket counter processing machine according to the embodiment, errors that occur during ticket gate processing using tickets read by the ticket processing unit can be identified by the log data collected by the monitoring panel.

[0104] Furthermore, the ticket counter processing machine according to the embodiment uses the information read from the ticket by the ticket processing unit to perform a ticket gate (entry or exit) determination process, and identifies errors that occur in the ticket gate process using the ticket based on the result of the executed ticket gate determination process. Thus, according to the ticket counter processing machine according to the embodiment, the ticket processing unit can attempt a ticket gate determination process based on the information read from the ticket, and can identify errors that occur in the ticket gate process using the ticket based on the result of the attempted ticket gate determination process.

[0105] Next, a modified example of the above-described embodiment will be explained. Figure 13 shows a modified example of the above-described embodiment, including a window processing machine 5' and a station service system 200 including the window processing machine 5' (second configuration example). As shown in Figure 13, in the station system 200 according to the second configuration example, a remote control device 201 is connected to the ticket counter processing machine 5' installed at each ticket gate (station).

[0106] The remote control device 201 functions as an operator control unit for the ticket counter processing machines 5' installed at each ticket gate. In the station system 200, an operator inputs operation instructions to the ticket counter processing machines 5' located at each ticket gate by operating the remote control device 201 located at a remote location. The remote control device 201 has a configuration similar to the operator control unit 5a described above, and includes a communication interface (first communication interface) and a control unit for communicating with the ticket counter processing machines 5' installed at the ticket windows of each ticket gate.

[0107] Furthermore, the ticket counter processing machines 5' located at the ticket windows of each ticket gate have a communication interface (second communication interface) for communicating with a remote control device, and are positioned near the customer operation unit 5b so that users can operate the magnetic ticket processing unit 21 and IC card processing unit 22, which serve as ticket processing units, themselves. In the station system 200 of the second configuration example, the ticket counter processing machine 5' processes the tickets (processing tickets) held by users who visit the ticket window using the magnetic ticket processing unit 21 or the IC card processing unit 22.

[0108] Furthermore, the window processing machines 5' located at the ticket windows of each ticket gate may be positioned near the customer operation unit 5b so that the amount processing unit 23 can be operated by the user themselves. If the amount processing unit 23 is located near the customer operation unit 5b, it is expected that the window processing machine 5' will perform operations including charging the IC card when an error occurs indicating insufficient balance on the IC card used as a ticket. However, if the window processing machine 5' is not intended to collect money, it may not have an amount processing unit 23 and instead guide the user to process the ticket or charge the amount using a fare adjustment machine or similar device when an error occurs indicating insufficient balance.

[0109] Furthermore, the remote control device 201 has not only a display input unit 40, but also a speaker 43, a microphone 44, and a camera 45, similar to the staff operation unit 5a. The speaker 43 of the remote control device 201 outputs sound collected by the microphone 54 of the customer operation unit 5b installed at the counter, or outputs sound input to the microphone 44 from the speaker 43 of the customer operation unit 5b installed at the counter. This allows the staff operating the remote control device 201 to communicate by voice with users who visit the ticket counter at the ticket gate where the customer operation unit 5b is installed.

[0110] Furthermore, the remote control device 201 may display images captured by the camera 55 of the customer operation unit 5b in the counter processing machine 5 on the display unit 41, or display images captured by the camera 45 on the display unit 51 of the customer operation unit 5b. This allows the staff operating the remote control device 201 to also check images of the customers who have come to the counter where the customer operation unit 5b is installed.

[0111] In the second configuration example shown in Figure 13, each counter processing machine 5' can perform the operations described in Figures 6 and 7 by having the remote control device 201 operate in the same way as the staff operation unit 5a in the above-described embodiment. However, if multiple counter processing machines 5' are connected to one remote control device 201, the above-described operations can be achieved by having the remote control device 201 communicate with one of the counter processing machines 5' in response to an operation by a staff member or user.

[0112] As described above, the station system according to the second configuration example in the embodiment has a remote control device that functions as an employee control unit, which is remotely located and can communicate with the customer control unit and the main unit of the ticket counter processing machine set up at the ticket counter. The ticket counter processing machine identifies errors that occur during ticket gate processing using tickets read by a ticket processing unit located near the customer control unit, and displays questions on both the display unit of the remote control device and the display unit of the customer control unit to ask the user for information necessary to deal with the identified error. Based on the information entered on either the control unit of the remote control device or the control unit of the customer control unit, it identifies the content of the work to be performed as the work to deal with the error.

[0113] As a result, according to the station service system of the second configuration example in the embodiment, communication becomes possible between staff members in remote locations and users at the ticket counter, and it becomes easier to collect information necessary for tasks such as dealing with errors. As a result, even if users have difficulty communicating through normal conversation in Japanese or other languages, it is possible to support the execution of station services in response to operations performed by staff members in remote locations.

[0114] While several embodiments of the present invention have been described, these embodiments are presented as examples only and are not intended to limit the scope of the invention. These novel embodiments can be carried out in a variety of other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and their variations are included in the scope and spirit of the invention, as well as in the claims and their equivalents. [Explanation of Symbols]

[0115] 1...Station system, 3...Ticket gate, 4...Monitoring panel, 5, 5'...Window processing machine, 5a...Staff operation unit, 5b...Customer operation unit, 20...Control unit, 21...Magnetic ticket processing unit (ticket processing unit), 22...IC card processing unit (ticket processing unit), 23...Amount processing unit, 24...Staff ID reading unit, 31...Processor (first processor), 32...ROM, 33...RAM, 34...Data memory (memory), 35...Communication unit (first communication unit), 40...Display input unit (first display input unit), 50...Display input unit (second display input unit), 41, 51...Display unit, 42, 52...Operation unit, 43, 53...Speaker, 44, 54...Microphone, 45, 55...Camera, 61...Processor (second processor), 62...ROM, 63...RAM, 64...Data memory, 65...Communication interface (second communication unit), 66...Operation panel.

Claims

1. At the ticket counter processing machine installed at the ticket gate, A first display input unit comprising a display unit and an operation unit positioned to face the staff member, A second display input unit, which includes a display unit and an operation unit, is installed to face the user who visits the aforementioned counter. A ticket processing unit that reads information recorded on the ticket held by the user, A processor that identifies errors that occur during ticket gate processing using the ticket whose information has been read by the ticket processing unit, displays questions to the first and second display input units to inquire from the user about the information necessary to deal with the identified errors, and identifies the content of the work to be performed as the work to deal with the errors based on the information entered in the first or second display input unit in response to the displayed questions, A counter service machine equipped with a counter.

2. When a language to be used for user guidance is selected in either the first display input unit or the second display input unit, the processor displays the character information to be displayed in the second display input unit in the selected language. The counter service machine according to claim 1.

3. Language selection buttons are displayed on the first and second display input units, and when a language selection button is selected on either the first or second display input unit, the text information to be displayed on the second display input unit is displayed in the selected language. The counter service machine according to claim 2.

4. The aforementioned counter has a microphone that collects the voices of users who visit it, The processor estimates the voice spoken by the user, which is picked up by the microphone, and displays the character information to be displayed on the second display input unit in the language estimated from the sound picked up by the microphone. The counter service machine according to claim 2.

5. It has a memory that stores operation setting information that indicates questions to ask the user for the information necessary for the operation for each error that occurs during ticket gate processing. The processor displays the question corresponding to the error identified based on the operation setting information stored in the memory. The counter service machine according to claim 1.

6. It has a communication unit that communicates with a monitoring panel that collects log data indicating the processing results of ticket gate operations from ticket gate machines installed at the aforementioned ticket gate, The processor obtains error log data from the monitoring panel that indicates the processing result of an error in the ticket gate processing by the ticket gate machine, and identifies the error that occurred in the ticket gate processing using the ticket based on the obtained error log data. The counter service machine according to claim 1.

7. The processor obtains the latest error log data, including the identification information of the ticket read from the ticket by the ticket processing unit, from the monitoring panel, and identifies an error based on the single error log data obtained from the monitoring panel. The counter service machine according to claim 6.

8. If the ticket processing unit cannot obtain error log data containing the identification information of the ticket read from the ticket, the processor obtains a predetermined number of recent error log data from the monitoring panel, displays the predetermined number of error log data obtained from the monitoring panel on the first display input unit and the second display input unit, and identifies an error based on one error log data selected from the displayed error log data. The counter service machine according to claim 7.

9. The processor uses the information read from the ticket by the ticket processing unit to perform a process equivalent to the ticket gate determination process performed by the ticket gate machine, and identifies an error that occurred in the ticket gate process using the ticket based on the result of the executed ticket gate determination process. The counter service machine according to claim 1.

10. In a station operations system having a ticket window processing machine installed at the ticket gate and a monitoring panel that collects log data showing the processing results of ticket gate operations from the ticket gate machines installed at the ticket gate, The aforementioned counter processing machine is A first communication unit that communicates with the aforementioned monitoring panel, A first display input unit comprising a display unit and an operation unit positioned to face the staff member, A second display input unit, which includes a display unit and an operation unit, is installed to face the user who visits the aforementioned counter. A ticket processing unit that reads information recorded on the ticket held by the user, The system includes a first processor that identifies errors that occur during ticket gate processing using the ticket whose information has been read by the ticket processing unit, displays questions on the first and second display input units to inquire from the user about the information necessary to address the identified errors, and identifies the content of the work to be performed as the work to address the errors based on the information entered in response to the displayed questions. The aforementioned monitoring panel is A second communication unit that communicates with the ticket gate and the ticket counter machine installed at the aforementioned ticket gate, A data memory that stores log data obtained from the ticket gate by the second communication unit, The system includes a second processor that transmits log data stored in the data memory to the counter processing machine in response to a request from the counter processing machine. Station management system.

11. In a station operations system having a ticket counter processing machine and a remote control device installed at the ticket gate window, The remote control device is A first communication interface that communicates with the aforementioned counter processing machine, It has a first display input unit which includes a display unit and an operation unit that are positioned to face the staff member, The aforementioned counter processing machine is A second communication interface for communicating with the aforementioned remote control device, A second display input unit, which includes a display unit and an operation unit, is installed to face the user who visits the aforementioned counter. A ticket processing unit that reads information recorded on the ticket held by the user, The system includes a processor that identifies errors that occur during ticket gate processing using the ticket whose information has been read by the ticket processing unit, displays questions to the user on the first and second display input units of the remote control device to inquire about the information necessary to address the identified errors, and identifies the content of the work to be performed as the work to address the errors based on the information entered on either the first or second display input unit in response to the displayed questions. Station management system.

12. A window processing method used in a window processing machine installed at a ticket gate, A first display input unit, which includes a display unit and an operation unit, is installed facing the staff member. A second display input unit, which has a display unit and an operation unit different from the first display input unit, is installed facing the user who visits the counter. The information recorded on the ticket held by the user is read, The system identifies errors that occur during ticket gate processing using the aforementioned ticket, and displays questions on the first and second display input units to inquire from the user about the information necessary to address the identified errors. In response to the aforementioned question, the content of the work to be performed as a task to address the error is identified based on the information entered in the first display input unit or the second display input unit. Counter service procedures.

13. A processor for a ticket counter processing machine having a first display input unit equipped with a display unit and an operation unit installed at the ticket gate window and facing the staff member, and a second display input unit equipped with a display unit and an operation unit installed facing the user who visits the window, The ticket processing unit reads the information recorded on the ticket held by the user. The ticket processing unit identifies errors that occur during ticket gate processing using the ticket whose information has been read by the ticket processing unit. Questions that inquire from the user for information necessary to address the identified error are displayed on the first display input unit and the second display input unit. In response to the aforementioned question, the content of the work to be performed as a task to address the error is identified based on the information entered in the first display input unit or the second display input unit. A program that performs an action.

Images