Abstract:
A method of operating a self-service terminal and a network of self-service terminals. The method comprises: receiving notification that a maintenance operation has been performed on the terminal; performing a compliance check on the terminal; and issuing a code in the event that the compliance check is successful. The code can be used to audit and/or validate that the maintenance operation was performed successfully and that the terminal was left in working order.

Description:
BACKGROUND OF THE INVENTION  
       [0001]    The present invention relates to a self-service terminal (SST). 
         [0002]    SSTs are public access devices that are suitable for allowing a user to conduct a transaction or to access information in an unassisted manner and/or in an unattended environment. An SST deployer may decide to provide human assistance and/or supervision for users of the SST; however, SSTs are typically designed so that such assistance and/or supervision is not essential. 
         [0003]    Common examples of SSTs include automated teller machines (ATMs), information kiosks, financial services centers, bill payment kiosks, lottery kiosks, postal services machines, check-in and check-out terminals such as those used in the hotel, car rental, and airline industries, retail self-checkout terminals, vending machines, and the like. 
         [0004]    Many types of SSTs, such as ATMs and postal services machines, have a number of peripherals that interact to provide a transaction or service, and that dispense media (such as banknotes and receipts) to a user. It is important to replenish this media regularly and also to ensure that the SST is serviced correctly to ensure that the SST remains fully functional and operational. 
         [0005]    One problem with replenishing and servicing SSTs is that sometimes an SST is inadvertently left in a non-working state by service or replenishment personnel after a replenishment or servicing operation is finished. This is particularly common for replenishment operations because a replenisher may not look at an operator panel in the SST that typically displays fault information. 
       SUMMARY  
       [0006]    According to a first aspect of the present invention there is provided a method of operating a self-service terminal, the method comprising: receiving notification that a maintenance operation has been performed on the terminal; performing a compliance check on the terminal; and issuing a code in the event that the compliance check is successful. 
         [0007]    The step of receiving notification that a maintenance operation has been performed may be implemented by (i) receiving a command entered by an operator, (ii) detecting a state of one or more sensors within the self-service terminal (such as micro-switches indicating whether a device is fully inserted or partially removed), (iii) detecting if the terminal receives a request to change from maintenance mode to transaction mode, or (iv) any other convenient way. 
         [0008]    As used herein, a maintenance operation comprises a task or a series of tasks to maintain a self-service terminal in, or to return a self-service terminal to, full normal operation. A maintenance operation includes servicing the self-service terminal or a part thereof (such as a device installed in the self-service terminal), replenishing media within the self-service terminal (such as banknotes or receipt paper), or removing media from a self-service terminal (such as deposited checks or banknotes), or the like. 
         [0009]    The method may comprise the further step of the terminal communicating the issued code to a remote management system. The remote management system may perform centralized maintenance dispatch and management functions. 
         [0010]    The method may comprise the further step of entering a maintenance mode of operation prior to receiving notification that a maintenance operation has been performed. An operator switch may be provided to allow the operator to change the self-service terminal from transaction mode to maintenance mode, and back again to transaction mode. When in maintenance mode, the terminal may not allow any customers to conduct transactions at the terminal. Alternatively, a limited transaction set may be available, depending on the devices being operated on. 
         [0011]    The method may comprise the further step of providing status information to an operator prior to receiving notification that a maintenance operation has been performed. 
         [0012]    The compliance check may comprise communicating with devices in the self-service terminal to receive status information. The compliance check may comprise exercising devices in the self-service terminal and receiving information relating to the devices in response to the exercising step. 
         [0013]    The step of issuing a code may comprise generating a code. The code may be generated based on the particular operations performed (such as the devices that were operated on), the identity of the operator, the sequence of steps performed during an operation, the time at which the operations were performed, a combination of the preceding, or such like. Generating the code based on the devices that were operated on allows auditing and/or validating of the tasks performed by an operator by analyzing the code issued by the self-service terminal. 
         [0014]    Alternatively, the step of issuing a code may comprise providing a code received from another terminal, such as a management system. This would allow a single centralized management system to control generation of codes for a whole network of self-service terminals. 
         [0015]    The step of issuing a code may include presenting the code on a display in the self-service terminal, printing the code, and/or electronically transmitting the code to a portable device carried by the operator. The self-service terminal may include a transaction display, which would be viewed by a customer, and a maintenance display (such as a rear operator panel), which would be viewed by an operator performing a maintenance operation. 
         [0016]    By presenting the code on a display that also presents any fault information, a maintenance person will be much more likely to notice any faults presented on the display, and rectify these faults before leaving the terminal. 
         [0017]    The issued code may be used as an access code to enable an operator to perform a maintenance operation at another self-service terminal, for example, the next self-service terminal that the operator is scheduled to visit. The self-service terminal may communicate this code to a remote management system that transmits the code to the next self-service terminal on the operator&#39;s route. Alternatively, the management system may use the code received from a self-service terminal and compare this code with a code received subsequently from another self-service terminal (which code was entered by the operator prior to performing a maintenance operation) to authorize access to that terminal by the operator. This would ensure that an operator has to receive a correct code to allow him/her to operate on the next self-service terminal. Thus, a code issued for successful completion of one operation on a self-service terminal becomes the code used to allow the operator to perform a maintenance operation on another self-service terminal. 
         [0018]    According to a second aspect of the present invention there is provided a method of operating a self-service terminal, the method comprising: changing operation of the terminal from transaction mode in which a terminal customer can perform a transaction to maintenance mode in which a terminal operator can perform a maintenance function; providing status information to an operator; receiving notification that a maintenance operation has been completed; performing a compliance check prior to returning the terminal to transaction mode; and issuing a code in the event of a successful compliance check. 
         [0019]    According to a third aspect of the present invention there is provided a self-service terminal comprising: a plurality of customer interaction devices; and a controller coupled to the customer interaction devices for controlling their operation, the controller being operable in a maintenance mode in which an operator can perform a maintenance function on the terminal, and a transaction mode in which a customer can perform a transaction at the terminal, the controller being programmed: (i) to communicate with the customer interaction devices and a remote management system; (ii) to detect a request to change from maintenance mode to transaction mode; (iii) to perform a compliance check in response to detecting the request to change from maintenance mode to transaction mode; and (iv) to issue a code in the event of a successful compliance check. 
         [0020]    The self-service terminal may be an automated teller machine (ATM), information kiosk, financial services centre, bill payment kiosk, lottery kiosk, postal services machine, check-in and check-out terminal such as those used in the hotel, car rental, and airline industries, or a retail self-checkout terminal. 
         [0021]    The customer interaction devices may be selected from the group comprising: a card reader, a display, an encrypting keypad, a receipt printer, a statement printer, a dispenser, a check processing module, a cash recycler, a depository, or the like. 
         [0022]    According to a fourth aspect of the present invention there is provided a method of operating a self-service terminal in a network of self-service terminals coupled to a management system, the method comprising: performing a compliance check subsequent to performance of a maintenance operation; issuing a code to an operator in the event that the compliance check is successful; and transmitting the issued code to the management system. 
         [0023]    The method may comprise the further steps of: receiving the issued code from the operator, comparing the received issued code with the transmitted issued code, and accrediting the maintenance operation in the event of a match. 
         [0024]    By virtue of this aspect of the invention, an operator may only be accredited for a maintenance operation he/she has performed if the operator has received a correct code from the terminal on which the maintenance operation was performed. This enables a maintenance company to validate that an operator left a self-service terminal in working order because a correct code is only issued in the event that the self-service terminal is in a correct state when switched to transaction mode. 
         [0025]    According to a fifth aspect of the present invention there is provided a method of operating a network of self-service terminals coupled to a management system, the method comprising: receiving from a self-service terminal a completion code issued by that self-service terminal in response to a maintenance operation performed by a maintenance person, receiving from the maintenance person a completion code purportedly issued by the self-service terminal; and validating the maintenance operation in the event of a match 
         [0026]    According to a sixth aspect of the present invention there is provided a method of operating a self-service terminal, the method comprising: issuing a code to an operator in the event that the operator attempts to leave the self-service terminal in a correct operating state. 
         [0027]    As used herein, a customer refers to a person using a self-service terminal to conduct a transaction or receive information; whereas, an operator refers to a person authorized to open up and maintain a self-service terminal. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS  
         [0028]    These and other aspects of the present invention will be apparent from the following specific description, given by way of example, with reference to the accompanying drawings, in which: 
           [0029]      FIG. 1  is a pictorial front view of a self-service terminal (in the form of an ATM) according to one embodiment of the present invention; 
           [0030]      FIG. 2  is a block diagram showing the ATM of  FIG. 1  in more detail; 
           [0031]      FIG. 3  is a schematic diagram illustrating software components executing in a part (the controller) of the ATM of  FIGS. 1 and 2 ; and 
           [0032]      FIG. 4  is a block diagram illustrating a system including the ATM of  FIGS. 1 and 2 . 
       
    
    
     DETAILED DESCRIPTION  
       [0033]    Reference is first made to  FIG. 1 , which is a pictorial front view of a self-service terminal  10 , in the form of a through-the-wall (TTW) ATM, according to one embodiment of the invention. Reference is also made to  FIG. 2 , which is a schematic diagram illustrating the ATM  10  of  FIG. 1  and showing internal devices mounted within the ATM  10 . 
         [0034]    The ATM  10  has a chassis  12  (shown in dotted line) protruding in part through an aperture in a wall  13 , and on which is mounted a plastic fascia  14 . The ATM  10  is a rear access ATM having an access door (not shown) hingably coupled to the rear of the chassis  12 . When the door (not shown) is swung open, an operator can gain access to devices  18  (best seen in  FIG. 2 ) located within the ATM  10 . 
         [0035]    The fascia  14  provides part of a user interface  20  to allow a customer to interact with the ATM  10 . In particular, the fascia  14  has apertures  22  aligning with devices  18  when the fascia  14  is pivoted to the closed position. 
         [0036]    The fascia  14  defines: a card reader slot  22   a  aligning with a card reader device  18   a ; a receipt printer slot  22   b  aligning with a receipt printer device  18   b ; a display aperture  22   c  aligning with a display  18   c  and associated function display keys (FDKs)  18   d  disposed as two columns, each on opposing sides of the display  18   c ; a keypad aperture  22   e  through which an encrypting keypad device  18   e  protrudes; and a dispenser slot  22   f  aligning with a dispenser device  18   f.    
         [0037]    With the exception of the encrypting keypad  18   e , the devices  18  are all mounted within the chassis  12 . The encrypting keypad  18   e  is mounted on a shelf portion  24  of the fascia  14 , which extends outwardly from beneath the display aperture  22   c.    
         [0038]    Referring now to  FIG. 2 , the ATM  10  also includes the following internal devices  18  that are not directly viewed or accessed by a customer during the course of a transaction. These devices  18  include: a journal printer device  18   g  for creating a record of every transaction executed by the ATM  10 , a network connection device  18   h  for accessing a remote authorization system (not shown), a rear operator panel (including control switches in the form of small FDKs)  18   i , and a controller device  18   j  (in the form of a PC core) for controlling the operation of the ATM  10 , including the operation of the other devices  18 . These devices  18   g,h,i,j  are all mounted within the chassis  12  of the ATM  10 . 
         [0039]    The controller  18   j  comprises a BIOS  30  stored in non-volatile memory, a microprocessor  32 , associated main memory  34 , storage space  36  in the form of a magnetic disk drive, and a display controller  38  in the form of a graphics card. 
         [0040]    The display  18   c  is connected to the microprocessor  32  via a graphics card  38  installed in the controller  18   j  and one or more internal controller buses  46 . The other ATM devices ( 18   a, b,  and  18   d  to  18   i ) are connected to the ATM controller  18   j  via a device bus  48  and the one or more internal controller buses  46 . 
         [0041]    Initialization of the ATM 
         [0042]    When the ATM  10  is booted up, the microprocessor  32  accesses the magnetic disk drive  36  and loads the main memory  34  with software components, as will be described with reference to  FIG. 3 , which is a schematic diagram illustrating how software components interact in main memory  34 . 
         [0043]    Operating System 
         [0044]    The microprocessor  32  loads an operating system kernel  60  into the main memory  34 . In this embodiment, the operating system is a Windows XP (trade mark) operating system, available from Microsoft Corporation. The operating system includes a plurality of device drivers  62   a,b , . . . for interfacing with standard computing devices such as the magnetic disk drive  36 , the display  18   c , USB ports, and such like. 
         [0045]    Run-time Platform 
         [0046]    The microprocessor  32  also loads a run-time platform  70  into the main memory  34 . In this embodiment, the runtime platform  70  is a set of APTRA (trade mark) XFS components, available from NCR Corporation, 1700 S. Patterson Blvd., Dayton, Ohio 45479, U.S.A. The run-time platform  70  provides a range of programming facilities specific to self-service terminal devices and services. 
         [0047]    One function of the run-time platform  70  is to enhance the operating system  60  so that the operating system and run-time platform  70  together provide high level access to all of the devices  18 , including both standard computing devices (via the operating system  60 ), and non-standard computing devices (via the run-time platform  70 ). Thus, the combination of the run-time platform  70  and the operating system  60  can be viewed as providing a complete ATM operating system. 
         [0048]    The platform  70  comprises a plurality of self-service device drivers  72   a,b , . . . that interface with self-service specific devices. Although only three device drivers  72  are shown, there are many device drivers in the platform  70 , one for each self-service specific device, such as the card reader  18   a , the receipt printer  18   b , the FDKs  18   d , the encrypting keypad  18   e , and the cash dispenser  18   f . Furthermore, there are many more devices  18  in an ATM than those described herein. These devices are not discussed herein because they are not essential to an understanding of the invention. 
         [0049]    The platform  70  also includes support files (not shown) for use with the self-service drivers  72  to allow each device  18  to operate. For each self-service device  18 , the driver  72  and any associated support files enable that device  18  to be operated, tested, maintained, and configured. The platform  70  also includes drivers to facilitate encrypted communication between the devices  18 , for example, between the card reader  18   a  and the controller  18   j , between the printer  18   b  and the controller  18   j , and such like. 
         [0050]    If a new device is to be added to the ATM  10 , then a corresponding driver and any associated support files are also added. Thus, the platform  70  provides the environment needed for the ATM&#39;s self-service devices to be operated and maintained. 
         [0051]    Control Application 
         [0052]    The microprocessor  32  also loads a control application (CA)  80  into the main memory  34 . The CA  80  provides transaction processing functions (for customers and for maintenance personnel) and device management functions. 
         [0053]    For clarity, and to aid understanding, the control application  80  is represented in  FIG. 3  as comprising two logical parts: a transaction processing part  82  for implementing transaction processing functions, and a management part  84  for implementing device management functions. Each of these parts comprises a plurality of objects, each object performing a predetermined function. However, it should be appreciated that the particular structure used to implement these functions is a matter of design choice, for example, the control application  80  may be implemented as a single monolithic program, or as a set of discrete objects that can interact with one another. 
         [0054]    The transaction processing part  82  includes a customer transaction processing object  86 , an operation transaction processing object  88 , and a session manager object  90 . 
         [0055]    The management part  84  includes a transaction management object  92 , a device management object  94 , a system application object  95 , and a code issuing object  96 . 
         [0056]    In this embodiment, objects in the transaction processing part  82  interact with objects in the management part  84  either directly via an object interface (not shown), or indirectly via an open interface  98  to the platform  70 . 
         [0057]    The open interface  98  is a standard interface for making use of self-service devices  18  (referred to herein as a CEN XFS API). This CEN XFS interface is used to instruct the devices  18  to perform operations, and is also used to obtain device status and fault management information. 
         [0058]    The customer transaction object  86  provides processing logic and presentation information to allow a customer to execute a transaction at the ATM  10 . The customer transaction object  86  controls the presentation of screens to an ATM customer to guide a customer through a transaction. 
         [0059]    The term “screen” is used herein to denote the graphics, text, controls (such as menu options), and such like, that are presented on an SST display; the term “screen” as used herein does not refer to the hardware (that is, the display) that presents the graphics, text, controls, and such like. Typically, when a transaction is being entered at an SST, a series of screens are presented in succession on the SST display, the next screen displayed being dependent on a customer entry or activity relating to the current screen. For example, a first screen may request a customer to insert a card; once a card has been inserted a second screen may invite the customer to enter his/her PIN; once the final digit of the PIN has been entered, a third screen may invite the customer to select a transaction; and so on. 
         [0060]    The operation transaction object  88  provides processing logic and presentation information (displayed on the rear operator panel  18   i ) to allow maintenance personnel (such as technicians or replenishers) from a service provider to execute replenishment or diagnostic operations at the ATM  10 . The operation transaction object  88  controls the presentation of information to an ATM service engineer to guide the engineer through a replenishment or diagnostic operation. 
         [0061]    The session object  90  provides persistence throughout a consecutive sequence of interactions. For an ATM transaction, a session may cover the duration of a transaction from a customer entering a card into the ATM card reader slot  22   a  to the customer concluding a transaction at that ATM  10 ; for example, by retrieving the card or dispensed cash. A session may also cover the duration of a replenishment or diagnostic operation performed by a maintenance person, the duration of a request from the ATM  10  to a third party information provider (such as a CRM database or advertisement provider), or such like. 
         [0062]    In the management part  84 , the transaction management object  92  records information relating to the status and operation of the customer transaction object  86  and the operation transaction object  88 . For example, the transaction management object  92  records when the customer transaction object  86  is active, and the current state (and/or screen) of the customer transaction object  86 . Similarly, the transaction management object  92  records when the operation transaction object  88  is active (that is, when a maintenance person (or other authorized person) is replenishing, maintaining, or diagnosing the ATM  10 ), and the current state (and/or screen) of the operation transaction object  88 . The transaction management object  92  also records any regular data sent by the transaction objects  86 , 88  to indicate that these objects  86 , 88  are operating normally (sometimes referred to as a heartbeat). The transaction management object  92  also records significant events of the customer or operation transaction objects  86 , 88 . These significant events include when the customer transaction object  86  is out of service. 
         [0063]    In the management part  84 , the device management object  94  collates status and fault information from the devices  18  via the run-time platform  70  and operating system  60 , and makes this information available to the system application object  95 . 
         [0064]    The system application object  95  provides an operator (not an ATM customer, but a maintenance person such as a service engineer or other authorized person) with access to functions required to configure, diagnose, and maintain the ATM  10 . The following seven system application functions (in addition to some others) are available from the system application  95  via the operation transaction processing object  88 : 
         [0065]    (i) maintenance, 
         [0066]    (ii) device self-tests, 
         [0067]    (iii) event logs, 
         [0068]    (iv) service tallies, 
         [0069]    (v) device status lists, 
         [0070]    (vi) device servicing, and 
         [0071]    (vii) device configuration. 
         [0000]    These seven functions are implemented by accessing the device management object  94 , and are explained in more detail below. 
         [0072]    Some self-service devices are able to clean themselves when instructed to do so, for example, a card reader and a receipt printer. These operations are referred to herein as “maintenance” operations and can be performed by a maintenance person implementing the maintenance function from the system application  95 . 
         [0073]    Typically, each self-service device is able to perform one or more tests on itself to ascertain if it is operating correctly. This is referred to herein as a “device self-test”, and can be initiated via the system application  95 . Maintenance and device self-test operations are ways of exercising a device. 
         [0074]    Windows NT (trade mark) records entries relating to: software operations (for example a time-out or a failure in accessing an object); device operations; and communication operations (for example, failure to receive an expected response to a message). These entries are referred to herein as “event logs” and the system application  95  allows the operator or engineer to view these event logs, search and filter these event logs, and copy these event logs to a diskette or print them out. 
         [0075]    A “service tally” provides a list of the times at which a “service” has been requested for a particular device  18  since the tally was last reset. Typically, only service engineers can reset a tally. In this context, a “service” relates to software used to access functionality provided by a self-service device  18 ; for example, “dispense cash” is a service associated with the cash dispenser device  18   f . This allows the customer transaction processing object  86  to be able to issue a “dispense cash” request to the platform  70 , together with the amount to be dispensed, and the platform  70  provides the low level commands required to instruct the cash dispenser to dispense the amount of cash requested. 
         [0076]    Care should be taken to distinguish between two different uses of the word “service” herein. The first use relates to software or an interface providing functionality to the control application  80  or some other application. The second use relates to repair, replacement, replenishment, cleaning or similar physical operations performed by a service engineer. It should be clear from the context which particular meaning is intended. 
         [0077]    The “device status list” displays a list of all the devices  18  having states that require attention. For example, a cash dispenser device  18   f  may have a currency cassette that requires replenishment. The following information is provided for each device state requiring attention: device name—this is the name of the device that requires attention; description—this is a short description of the problem; attention—this shows whether the state requires attention ‘now’ or will require attention ‘soon’; user category—this specifies what type of user is able to deal with the state (for example, a service engineer, or a staff member who clears media jams). Typically, a service engineer will be authorized to perform more operations than a staff member. A staff member may only be allowed to clear jams in a printer, replenish a printer with printable media, and such like. 
         [0078]    The “device status list” includes replenishment states (where a consumable item, such as currency or a paper roll for a printer, needs replaced), and fault states (where a fault exists, such as a paper jam in a printer that needs to be cleared). 
         [0079]    The “device servicing” function enables a service engineer to service (in the sense of repair, replace, replenish, clean, or such like) a device  18  even if that device does not report that it requires servicing. Once the service engineer has performed the service, the “device servicing” function automatically tests the serviced device to ensure that it is operating correctly. One example of a device servicing action may be emptying a purge bin. 
         [0080]    The self-service “device configuration” function allows a staff member or engineer to display and set hardware and software parameters, such as the language used, alarms, and such like. A service engineer can also use the self-service “device configuration” function to set a printer active to allow the “device status list”, “event logs”, “service tallies” or such like to be printed by the ATM  10 . 
         [0081]    These seven system application functions operate by sending requests and receiving responses between the operation transaction processing object  88  and the system application  95 . 
         [0082]    The management part  84  includes fault handling capabilities to cope with any faults or exceptions, thereby ensuring that the ATM  10  does not suddenly go out of service, for example, during a transaction. In particular, the fault handler capability of the management part  84  deals with critical errors such as processor exceptions and memory protection violations, operating system exceptions, device exceptions, kernel level exceptions, catastrophic software problems, persistent failures, and power failures. 
         [0083]    Operation of the ATM 
         [0084]    During normal operation (referred to herein as transaction mode), the customer transaction object  86  controls the presentation of screens to an ATM customer to guide a customer through a transaction, such as cash dispensing, a balance enquiry, or the like. During and between transactions, the management part  84  records status and operational information about the devices  18  within the ATM  10 . 
         [0085]    When a maintenance person (for example, an engineer or a replenisher) arrives at the ATM  10  to perform some operations (maintenance and/or replenishment), then that person opens the ATM  10  from the rear (it is a rear access ATM  10  in this embodiment) and presses a supervisor control switch (not shown individually) on the rear operator panel  18   i . This is detected by the control application (CA)  80 , which changes the ATM  10  from transaction mode to maintenance mode. In maintenance mode the ATM  10  goes temporarily out of service so that a customer cannot attempt to conduct a transaction while a maintenance person is operating on the ATM  10 . 
         [0086]    The maintenance person can then use the rear operator panel  18   i  to access functions and data provided by the system application object  95  to configure, diagnose, and maintain the ATM  10 . The operation transaction object  88  provides processing logic and presentation information (displayed on the rear operator panel  18   i ) to allow the maintenance person to execute replenishment or diagnostic operations at the ATM  10 . The operation transaction object  88  controls the presentation of information on the rear operator panel  18   i  to guide the ATM maintenance person through a replenishment or diagnostic operation. 
         [0087]    Once the maintenance person has completed the maintenance or replenishment operation, he/she selects the “device servicing” function to automatically test the serviced device to ensure that it is operating correctly. If the serviced device (or devices) is working satisfactorily, the maintenance person selects a maintenance complete option on the rear operator panel  18   i . This is detected by the control application  80 , which responds by initiating a compliance check of all devices  18  in the ATM  10 . 
         [0088]    If all of the devices  18  are working correctly, then the code issuing object  96  generates and issues a completion code. The control application (CA)  80  causes the journal printer to print out this completion code, and electronic records of this code are also kept. 
         [0089]    If all of the devices  18  are not working correctly, then the rear operator panel  18   i  displays a message indicating which devices have faults needing corrected. Once these faults have been corrected, a completion code will be issued by the code issuing object  96 . 
         [0090]    In this embodiment, the code issuing object  96  uses a conventional random number generating routine for generating a random completion code. The completion code is displayed to the maintenance person on the rear operator panel  18   i , and the maintenance person can write down this completion code in their log. The control application  80  also transmits the issued code using network connection  18   h  to a remote management system, as will be described in more detail with reference to  FIG. 4 . 
         [0091]      FIG. 4  is a block diagram illustrating an ATM network  100  comprising: ATM  10 , other ATMs  110   a,b,c, . . . n , identical to ATM  10 , an authorization host  112 , and a management system  114 , all coupled by an IP network  116 , in the form of a private intranet. 
         [0092]    The authorization host  112  can authorize “on us” transactions (that is, where the ATM network owner is also the issuer of the card used by the customer), and can route “not on us” transactions to other authorization hosts via interchange networks  118 . 
         [0093]    The management system  114  receives status messages and error messages from the ATMs  10 , 110  in the network  100 . The management system  114  uses these messages to ascertain if a maintenance person should be deployed to maintain an ATM  10 , 110  in optimal operation. 
         [0094]    For example, the management system  114  may receive a status message indicating that ATM  10  is low on banknotes. The management system  114  may then dispatch a replenisher to replenish that ATM  10 . 
         [0095]    As another example, the management system  114  may receive an error message indicating that there is a jam in the receipt printer  18   b . The management system  114  may then either dispatch a first line maintenance person to clear the jam or in the event that the ATM  10  is located within a branch, then the management system  114  may notify a designated staff member (for example, via email) that a paper jam needs cleared. A first line maintenance person can generally perform operations that do not require any tools, such as clearing misfeeds, replacing rolls of paper in printers, and such like. Typically, status information from the receipt printer  18   b  and the journal printer  18   g  includes details of the amount of media (paper) remaining within each printer, details of how many print operations have been performed, and such like. 
         [0096]    As a third example, the management system  114  may receive an error message indicating that there is a failure in a critical component, such as the cash dispenser device  18   f . The management system  114  may then dispatch a second line maintenance person to fix the cash dispenser device  18   f . A second line maintenance person can generally perform any required maintenance operations (with the exception of cash replenishment). 
         [0097]    Once a dispatched maintenance person has completed a maintenance operation on the ATM  10 , that maintenance person records the completion code provided by the ATM  10  and transmits the completion code to the management system  114 . This transmission may be performed manually by the maintenance person physically handing over the code, or the maintenance person may email the code to an automated email address, or the maintenance person may speak the code to an automated voice mailbox system associated with the management system  114 . Regardless of how the maintenance person transmits the completion code, the management system  114  compares the completion code provided by the maintenance person with the completion code received from the ATM&#39;s network connection device  18   h . In the event of a match between the two codes, the maintenance person is credited with a compliant maintenance operation. In the event that the two codes do not match, the maintenance person is not credited with a compliant maintenance operation. 
         [0098]    The management system  114  may require transmission of a completion code from an ATM  10 , 110  prior to allowing the ATM  10 , 110  to go back into service. 
         [0099]    If the maintenance person cannot correct the outstanding faults, then these may be escalated to the next level by the maintenance person contacting the management system  114 . Once the management system  114  dispatches another maintenance person to correct the outstanding faults, then the management system  114  may transmit an acknowledgement code to the original maintenance person either directly or via the ATM  10 . 
         [0100]    It will now be appreciated that the above embodiments have the advantage that they ensure that the replenisher cannot leave the SST without clearing faults or escalating the fault to the correct level. 
         [0101]    Various modifications may be made to the above described embodiment within the scope of the invention, for example, in other embodiments a completion code may be used by the maintenance person to gain access to the next SST in the person&#39;s schedule. In such embodiments, when the maintenance person arrives at the next SST, the maintenance person enters the completion code issued by the last SST that was operated on. The SST then transmits this code to the management system  114 , which compares this code with the code issued by the last SST that was operated on. In the event of a match, the management system  114  authorizes the SST to allow access to the maintenance person. 
         [0102]    In other embodiments, the code issuing object  96  generates a completion code based on the devices  18  operated on by the engineer. In one such embodiment, data recorded by the management part  84  can be used as a seed from which the code is generated. In another such embodiment, the issued code may comprise a fixed code corresponding to the devices operated on (that is, a code that constant and independent of the person performing the operation and the time at which the operation is performed) appended to a time stamp. 
         [0103]    In other embodiments, SSTs other than ATMs may be used, for example, check in terminals. In other embodiments using ATMS, lobby ATMs may be used in addition to or instead of through-the-wall ATMS.