Bank of America Corporation

Richard L Fitzgerald

Timothy Bryan Vannatter

Stephen R Crowley

Nathan Dent

Matthew K Bryant

William Harrison McGraw, Iv

Nicholas J Munson

Daniel J Farinella, Iii

William H McGraw

Thomas R Pepera, Ii

Pamela M Ferrell

James Dolphin

Strand M Hoagland

The present disclosure provides systems and methods for implementing a self-service terminal ('SST') monitoring, notification and maintenance system. Embodiments of the proposed invention may simplify a task of locating an operational SST having a specific operational status and/or capability within a geographic area. Embodiments may automatically determine and monitor an operational status and/or capabilities of a SST. The operational status may include an operational status indicative of a SST that need servicing or repair. A location of a device used to submit a request for SST information may be automatically determined. Location, operational status and directions on how to locate a specific SST within a distance of the determined location may be transmitted in response to a request for SST information. The operational status of multiple SSTs within a geographic area may be monitored.

Geo-spatial-awareness-based monitoring, notification and maintenance for self service terminals

A self-service device for implementing automated fault resolution is provided. The self-service device may include a memory module for storing self-service device fault data. The self-service device may include a computational module for analyzing the self-service device fault data and for selecting an automated fault resolution subroutine to correct the fault condition. The self-service device may also include a monitoring module for determining whether a customer transaction is ongoing. And, if a customer transaction is not ongoing, the computational module may instruct the self-service device to initiate the selected fault resolution subroutine.

Self-service terminal remote fix

A method for predicting failure in an Automated Teller Machine (ATM) is provided. The method may include using a database to store information relating to the performance of a component function by an ATM component. The information may include normal performance information and fault information. The method may further include using a computational module to calculate a fault rate for the ATM component. The method may also include using a processor to compare the calculated fault rate to a threshold value associated with the component function. In the event that the fault rate exceeds the threshold value, the processor may initiate a request for service of the ATM component.

Predictive fault resolution

Apparatus and methods for remotely managing a self-service terminal. The apparatus and methods may involve a receiver module configured to receive an input from a self-service device, a computational module and a transmission module. The input may include information regarding a fault-related event. The computational module may determine whether an index corresponding to the fault-related event exceeds a predetermined threshold based on fault-related events. The transmission module may send an electronic notification of a possible self-service device operational failure if the index exceeds the predetermined threshold.

Analysis of self-service terminal operational data

Methods and apparatus according to the invention are directed towards providing a client support in the wake of a disaster impacting a locale. Support may include transporting support-means to the locale, authenticating identification of the client, interfacing with an entity administering an account for the client, and facilitating access by the client to the account. The methods and apparatus may also provide support of non-account-related disaster-relief efforts associated with the locale.

Devices and methods for disaster-relief support

A server that remotely monitors an Automated Teller Machine ('ATM') is provided. The server includes a memory module for maintaining information including identification of software applications resident on the self-service device, identification of firmware applications resident on the self-service device, and identification of the hardware resident on the self-service device. The server also includes a communications module for receiving updates of the identification of software applications resident on the self-service device, updates of the identification of firmware applications resident on the self-service device, and updates of identification of the hardware resident on the self-service device. The server may also include a processing module for storing in the memory module the updates of the identification of software applications resident on the self-service device, the updates of identification of firmware applications resident on the self-service device, and the updates of identification of the hardware resident on the self-service device.

Self-service terminal firmware visibility

An internet browser-based portal system is provided. The internet browser-based portal system may be configured to receive information relating to a plurality of Automated Teller Machines ('ATMs'). The internet browser-based portal system may be further configured to classify each of the ATMs according to the fault information received for each of the ATMs. The internet browser-based portal system may also be configured to display information for each of the ATMs based at least in part on the classification of each of the ATMs.

Self-service terminal portal management

This disclosure provides apparatus and methods for rehabilitating an underperforming service center operated by an entity. The service center may be included in a plurality of service centers. A service center may be characterized as underperforming based on a calculated health score. The health score may be based on a technology malfunction that occurred at the service center. The health score may be based on an intensity score. The health score may be based on an incident count. The health score may be based on a network count. The health score may be compared to a threshold. If the health score is below the threshold, the service center may be characterized as underperforming. A service center characterized as underperforming may be included in a chronic list. The chronic list may be mined for patterns characteristic of an underperforming service center.

Rehabilitation of underperforming service centers

Apparatus and methods for monitoring a self-service device network. The network may include an electronic payment platform and self-service devices that electronically exchange payment information and are in electronic communication with a transaction authorization channel. The apparatus and methods may involve a receiver module and a web server module. The receiver module may receive fault-related event information from the electronic self-service devices. The receiver module may receive a transaction authorization channel error notification corresponding to the transaction authorization channel. The web server module may provide reporting information based on the fault-related events and the transaction authorization channel error notification to a user.

Self-service terminal configuration management

Apparatus and methods for monitoring a plurality of electronic self-service devices. The apparatus and methods may involve a receiver module, a database module, and a web server module. The receiver module may receive from each of the electronic self-service devices information regarding a fault-related event. The database module may associate each of the fault-related events with one of multiple event types. The database module may store the fault-related event information in machine readable memory. The web server module may provide reporting information based on the fault-related events to a user.

Self-service terminal reporting

A method for determining for determining a root cause of each of a plurality of operational faults is provided. The method includes receiving electronic notification of the plurality of operational faults. The method may also include analyzing the plurality of operational faults to determine whether a shared characteristic of the plurality of operational faults exists. And, if a shared characteristic of the plurality of operational faults exists, the method may include terminating generation of operator notifications in response to receiving electronic notification of operational faults comprising the shared characteristic.

Self-service terminal remote diagnostics

Apparatus and methods for initiating remediation of a condition in an electronic self-service device. The apparatus and methods may involve a receiver module and a processor module. The receiver module may receive a fault condition message corresponding to a fault condition in the electronic self-service device. The processor module may conditionally initiate an automatic remedy corresponding to the fault condition if the automatic remedy is available in the electronic self-service device. The processor module may transmit information relating to the fault condition to a remote platform if the automatic remedy is not available in the electronic self-service device.

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Davidson, NC, United States of America

Richard L Fitzgerald