Inter-network remote assist
A not-on-us transaction at a Self-Service Terminal (SST) is initiated by a customer. Transaction details indicate that the customer is associated with a remote backend system that is accessible over a different network from that which is associated with the SST. The transaction details are forwarded from the SST to the remote backend system. Remote commands are issued from the remote backend system and translated into native commands of the SST where they are executed on the SST to process the not-on-us transaction.
1. A method, comprising: providing a routing server to a native network associated with a Self-Service Terminal (SST) that interconnects the native network to an external network during a request for assistance for a transaction being conducted on the SST that is associated with a foreign SST that is not associated with the native network and an SST system of the SST and the foreign SST is associated with a remote SST system, wherein the routing server is a proxy that establishes an inter-connection between the SST and the remote SST system during the transaction;
identifying, by executable instructions that execute on a hardware processor of the SST from a non-transitory computer-readable storage medium, a customer identifier for a customer from a card read by the SST during the transaction of the customer at the SST, determining from the customer identifier that the customer is associated with the remote SST system that is different from an SST system, wherein the remote SST system is: outside operational control of the SST system, foreign to the SST, and remote from the SST;
receiving, by the executable instructions, the request for assistance from the customer during the transaction;
forwarding, by the executable instructions, the request for assistance to the routing server;
exposing, in real time by the routing server, at least a portion of a native SST interface associated with the SST system to the remote SST system by exposing SST commands available on the SST to an Application Programming Interface (API) of the remote SST system over a network connection between the routing server and the remote SST system, wherein exposing further includes:
causing, by the routing server, the native SST interface of the SST to present an option on a display of the SST that allows a customer selection of that option to access the remote SST system from the native SST interface, and responsive to activation of the option by the customer provided by the SST, performing the exposing of the at least the portion of the native SST interface by the exposing of the SST commands to the API of the remote SST system over the network connection; and
establishing a remote video session with a remote agent associated with the remote SST system on the SST;
translating, by the routing server, a remote command received from the remote SST system to a native SST command of the native SST interface, wherein the remote command is in a proprietary command format to the remote SST system, wherein translating further includes:
receiving the remote command issued from the remote agent during the remote video session;
providing real-time monitoring of transaction details associated with the remote video session to one or more local agents associated with a native SST network of the SST; and
converting the remote command from the API to a second API representing the native SST interface;
providing, by the routing server, the native SST command to the SST;
executing the native SST command on the SST on behalf of the customer, wherein executing further includes processing, by the executable instructions, the native SST command during the transaction as a particular command that establishes a remote video session with an agent of the remote SST system; and
processing, by the executable instructions, other remote commands received from the remote SST system through the API for the transaction based on the other remote commands being provided by the routing server, wherein at least one of the other remote commands comprises dispensing currency from the SST or accepting a deposit at the SST.
2. The method of claim 1 , wherein exposing further includes establishing a connection to the remote SST system over the network connection that is external to a network associated with the SST using the API recognized by the remote SST system.
3. The method of claim 2 , wherein establishing further includes providing the portion of the native interface within the API.
4. The method of claim 1 , wherein receiving the remote command further includes logging the remote command and the translated native command for reconciliation with the SST.
5. A method, comprising:
providing a routing server to a native network associated with a Self-Service Terminal (SST) that interconnects the native network to an external network during a request for assistance for a transaction being conducted on the SST that is associated with a foreign SST that is not associated with the native network and an SST system of the SST and the foreign SST is associated with a remote SST system, wherein the routing server is a proxy that establishes an inter-connection between the SST and the remote SST system during the transaction
receiving, by executable instructions that execute on a hardware processor from a non-transitory computer-readable storage medium of the SST, the remote assistance request at the SST, wherein receiving further includes presenting an option on a display of the SST, detecting activation of the option, wherein the option associated with the remote SST system that is: foreign to the SST, outside the operational control of the SST, and not associated with the SST system supported by the SST;
forwarding, by the executable instructions, the option to the routing server;
establishing, by the routing server, a remote session with the remote SST system at the SST based on activation of the option from the display by a customer operating the SST for the transaction at the SST, wherein establishing further includes establishing the remote session as a remote video session with a remote agent associated with the remote SST system on the SST;
receiving, in real time by the routing server, a not-on-us transaction command in a first format from the remote SST system during the remote session through an Application Programming Interface (API) recognized by the remote SST system over the remote session, wherein receiving further includes receiving the not-on-us transaction command from the remote agent during the remove video session;
translating, by the routing server, the not-on-us transaction command from the first format to a second format, wherein the not-on-us transaction command is in a proprietary command format to the remote SST system, wherein translating further includes converting the non-on-us transaction command from the API to a second API representing a native interface of the SST;
providing, by the routing server, the not-on-us transaction in the second format to the SST;
executing the not-on-us transaction command in the second format on the SST during the remote session and during the transaction at the SST by the executable instructions causing the not-on-us transaction to be processed on the SST, and wherein executing further includes providing real-time monitoring of transaction details associated with the remote video session to one or more local agents associated with the native network of the SST; and
processing, by the executable instructions, other commands for the not-on-us transaction on the SST that are issued by the remote SST system through the API and provided in the second format by the routing server, wherein at least one of the other commands comprises dispensing currency from the SST or accepting a deposit at the SST.
6. The method of claim 5 , wherein establishing further includes communicating with the remote SST system over an external network that is external and non-native to the native network of the SST.
7. The method of claim 6 , wherein communicating further includes broadcasting information associated with the remote session in real time to one or more devices in network communication with the native network.
8. The method of claim 5 , wherein communicating further includes logging the information at one or more storage locations within the native network.
9. The method of claim 5 , wherein translating further includes converting the first format associated with a command set of the API that is unrecognized by the SST to the second format associated a second API command set that is recognized by the SST.
10. The method of claim 5 , wherein executing further includes logging the not-on-us transaction command in the first format and the second format when executed on the SST.
11. A Self-Service Terminal (SST), comprising:
a display;
a hardware processor;
a non-transitory computer-readable storage medium having executable instructions representing a transaction manager; and
the transaction manager when executed by the hardware processor from the non-transitory computer-readable storage medium causes the hardware processor to:
establish a remote assist session as a remote video session with a remote agent associated with a remote SST system on the SST;
interact, in real time, with a customer and the remote agent using an Application Programming Interface (API) recognized by the remote agent during the remote assist session, responsive to an option presented on the display of the SST that is activated by the customer during a transaction at the SST, wherein the remote SST system is: foreign to the SST, outside operational control of the SST, not associated with an SST system supported by the SST, and external to the SST, wherein interaction for the remote assist session is provided through a routing server that is a proxy between the SST and the remote SST system;
process a not-on-us transaction received from the remote agent during the remote assist session on the SST and during the transaction at the SST as the remote agent issues a variety of agent-initiated commands that are in a proprietary command format to the remote agent during the remote assist session through the API and by converting the not-on-us transaction from the API to a second API representing a native SST interface, wherein the routing server provides translation of the not-on-us transaction and agent-initiated commands from the proprietary command format during the remote assist session to the SST in a native format recognized by the SST;
provide real-time monitoring of transaction details associated with the remote assist session to one or more local agents associated with a native SST network of the SST; and
process other commands issued from the remote agent through the API on the SST for the not-on-us transaction in the native format as provided by the routing server during the remote assist session, wherein at least one of the other commands comprises dispensing currency from the SST or accepting a deposit at the SST.
12. The SST of claim 11 , wherein the SST is an Automated Teller Machine (ATM) and the remote SST system is banking system that is foreign to the ATM.