CONDUCTING ASSISTED SELF-SERVICE TRANSACTIONS
Cross-Referer e lo Related Applicaiion This application is a continuation-in-part of U.S. Application ! 1/316.037. ntled "Conducting Assisted Sclf-Scrvicc Transactions in a Banking Facility Through a Database Schema" and filed on December 22. 2005. by Joe Militello. Mario Perottino. Gerard Savage and Norman Taylor.
Background
Assisted self-service is becoming increasingly common in many types of consumer transactions, most notably in areas such as retail-sfore check-out. airport check-in. and fast-food purchasing. These transactions are "self service" in nature in llial the consumer is enabled by the underlying self-service technology to perform a transaction uith little, if aiiy. assistance from a human representative of the service provider. These transactions are "assisted" in nature in that a humaji representative of the service provider ty]Dically monitors the self-service transaction from a nearby vantage point and is available lo help the consumer complete the transaction if need be.
For years the bardcing industry has been a leader in self-service through the automated teller machine, or ATM. Despite the ubiquity and general familiarity of the ATM througliout much of ihe world, however, the demand for human mvolvemcnl m consumer transactions in the banking industry remains high. This is true for at least two reasons: (1) Many banking transactions do not lend iheniselves to completion on a fully automated self-service machine; and (2) many banking customers simply are not comfortable conducting iransactions through an ATM. particularly those who have made a Journey lo a branch banking facihty. The result is that the banking customers continue to rely heavih on direct interaction with the human representatives (the "branch tellers'") of the banking institutions, even for iransactions that could be conducted without such interaction.
Very recently, banking institutions have begun to explore the possibilities for conducting assisted self-service hi their physical branches. Under ihis model, consumers arc able to conduct transactions, at least in part, on a self-service terminal, with assistance from a

branch teller if needed. To date. howc\er. attempts at assisted self-ser\'ice in the banking industry have been rudimentary a! best, and the financial iisiilulions are finding it very difficult to conduct these transactions efficiently and effectively in the real-world environmenl. particularly since the technology platforms on which banking transactions occur are often highly fragmented - constructed from components thai come from multiple vendors or that represent multiple generations of a'. cndor's technology.
One assisted self-service technique thai has been attempted at some bank branches involves the use of assisted self-service terminals through which bank customers cairy (heir transactions as far as possible without teller assistance, then received a printed receipt that provides transaction details, along with instructions to present the receipt to a bank teller. The teller then keys the transaction details from the receipt into a teller terminal and ultimately completes the customer's transaction there.
Summary
Described below is a system for use in assisting a self-service transaction at a service facility. The system includes one or more self-service terminals, each configured to gather transaction information associated with a customer who is engaged in a business transaction with the service facility through the self-service terminal. The system also includes a teller terminal that (a) receives at least .some of the transaction information by electronic means and displays it for viewing by a human representative of the service facility while the business transaction is still in progress, and (b) receives input from the human representative that allows completion of the business transaction.
In some systems, the teller terminal also (a) receives transaction infomiation from at least two of the self-service terminals about business transactions engaged in by multiple customers through the self-service lerminals. and (b) displays the transaction information from both of the self-service terminals for viewing by the human representative while the business transactions are still in progress on both of the self-service terminals. In some cases, when receiving input from the human representative, the leller terminal first receives input from the human representative that allows completion of ihc business transaction on

one of the self-service terminah, and then receives input from the human representative that allows completion of the business transaction on another of the sclf-ser\'ice i crminals.
Other features and advantages will become apparent from the descriplion and claims that follow.
Brief De.scnplion of the Drawings
FIG. 1 shows a banking facility that supports ass!.stcd self-service transactions.
FIG. 2 is a diagram showhig a computer system suitable for use in implementing a teller tenninal and an assisted self-service terminal in a banking facility.
FIG. 3 is a diagram showing the structure of a teller-assist database system.
FIG. 4 is a diagram showing a sample database schema for the leller-assist database system of FIG. 3.
HGS. 5. 6 and 7 show slate transitions in an assi.sted self-service terminal.
FIG. 8 shows a graphical user interface displayed on a teller terminal.
Detailed Description
FIG, 1 shows an example of the infrastructure 100 of a banking facility ("branch") for a banking instimtion that supports assisted self-service transactions for its customers. The infra.structure includes at least one teller terminal 110 (and often morel that interacts with multiple assisted self-service terminals 120i, N. The assisted self-service tciTninals 120] . N are used by bank customers to engage in banking transactions that either cannot be completed on traditional ATMs or for which the customers arc uncomfortable using an ATM. The teller terminal 110 is used by a human representative ("teller") of the banking institution to monitor and. when needed, to assist customers engaged in transactions at the assisted self-service terminals I2()K N- In many cases, the leiler tenninal 110 is also used to complete or fulfill the customer's transactions.
The teller terminal 110 and assisted self-service tenninals ]20i N each connect to a local area network ("branch LAN") 130 that resides in the banking facility. The LAN 130 in turn connects to a wide area network ("WAN") 140 that links the banking facility to banking

services located outside the banking facility. For man>- hanking institutions, the WAN 140 is a compLilernci work thai connects al leasi some poriion, ifnol all. of ihc iiisliluiion's branch locations to a centra! repository of information and banking services. This repository typically resides on one or more bank host servers 150. which aie compulcr systems located across the inslilution's network. The WAN 140 also often connects the banJdng facility to services such as a customer-relationship managcmeni C'CRM") server 160. which stores infonnation about customers of the banking institution and supports applicalions that allow the banking facility lo access this customer information and use it lo improve and expand the busine-ss relationship that the bank has with these customers. The WAN 14(1 also often connects the banking facility to an electronic-paymenl-and-deposit ("EPD") processing server 170. which facililates the electronic execution of payment and deposi- transactions involving written financial instruments, such a- checks, using image capture and other electronic technii.|yes to substitute for the physical processing of the instrument. The WAN 140 also typically connects the banking facility and it.s self-service terminals to an ATM switch 180, which in turns connects fo the worldwide ATM network that allows customers to perform self-service financial transactions at ATMs all over the world. Bank host servers, CRM servers, EPD processing servers, and ATM switches and networks are all well understood in the banking industry and are not described in any more detail lere.
Within the banking facility, the LAN 130 also connects the teller terminal 110 and assisted self-service iemiinals 120|, N to the bank's branch server 115, a computer system that stores an array of information and provides applications that support the banking transactions thai take place in the banking facility. Branch servers like this one are well understood in the banking industry and are not described in any more detail here.
The LAN 130 al.so connects the teller terminal 110 and die assisted self-service terminals 120),,.N to a teller-assist database (DB) system 125. The teller-assist DB system 125 provides a database schema to serve as a communication mechanism and repository of information for transactions occurring between the teller terminal 110 and the assisted self-service terminals 120:. N. The teller-assist DB system 125 eliminates the need to support many and varying complex messaging interfaces that would otherwise be required in the

typical banking facility to support communication between the teller termini:.] 110 and the assisted self-scr\'ice ierniinals 12()i N. In particular, the lellci-assisi DB system 125 allows, among other things: (11 Tlie teller and assisted self-service terminals to share critical information, such as consumer, account and U'ansactioa infonnation. iha! is obtained ihroudi ihe banking instiiulion's WAN 140 and the existing ATM switch infrastrucfare: (2) the teller terminal to manage the assisted self-service tciminals: and (31 ihe assisted self-service temiinals to report to the teller tcmiinal all consumer and transaction mform.iion gathered while executing transactions. The teller-assist DB system 125 and its structure and function are described in more detail below,
FIG. 2 shows the typical structure of both the teller terminal 110 and each assisted .self-service terminal 1 20| N of HG. 1. Each terminal is typically implemented as a computer system 200 having some or all of the following components: one or more processors 205, one or more temporary data-storage components 210 (i'.,;'., volatile and nonvolatile memory modules), one or more persistent data-storage components 215 (e.g.. optical and magnetic storage devices, such as hard and floppy disk drives, CD-ROM drives, and magnetic tape drives), an input/outjuit device such as a touch-screen or traditional display monitor 220, and one or more peripheral devices 230, For each assisted self-service terminal, the other peripheral devices 230 include any of a wide variety of electronic modules commonly found in banking self-service terminals, including, for example, a card reader, an EPP pm pad. a cash dispenser, a ca.sh acceptor, a coin dispenser, a coin acceptor, a check acceptor, and a receipt printer. For the teller terminal, the other peripheral devices 230 typically include items such as a keyboard, a printer, a check acceptor, a cash dispenser, and a cash acceptor. The computer system 200 that implements each terminal also includes a network interface card 240 that allov.s the terminal io connect to the LAN in the banking facility.
Each terminal also includes executable program code, in the fonn of one or more executable program modules, that is usually stored in one of the persistent storage media 215 and then copied into memory 210 at run-time. In (he teller terminal, this program code includes a teller program 2351 that controls the operation of the teller terminal. In each

assisted self-ser\ice tenninal. the program code includes a seh-ser\ice program 23r: that controls Ihc operation of the assisted sclf'scr\'!cc icniiinal. The processor 205 in each of ihc terminals executes the con'espondiug program 235[.2 by retrieving program instructions from memory in a prescribed order.
FIG. 3 shows one example of a struciure for the lellcr-assisi DB system 125 in more delail. The DB sysfem 125 as shown here includes a database-managemen! system (■"DBMS") 300 thai manages daia stored m a data-sloragc facility 310. The Jala-storage facility 310 stores data in one or more relational tables 320|. M that arc organized according to some predefined database ("DB") schema 400. an example of which is shown in FIG. 4. A database schema, as that term is used in the art of database engineering, refers to the logical structure, or organization, of a database system. In a relational database system, ihe DB schema defines the relational tables that exist in the DB system, the data fields that make up each table, and the relationships that exisi among the fields and the tables. The DB schema is typically defined in a fomial language (known as a data definition language, or DDL) supported by the DB system.
As an alternative to the database structure shown in FIG, 3. the transfer of information between the teller tenninal ajid the assisted self-service terminals often takes place not through relational tables managed by a traditional database-management component, iiut instead through the exchange of one or more files, typii nlly files that embody the Extensible Markup Language (XMLi standard put forth by the World Wide Web Consortium (W3C i. Under this arrangement, the XML files would replace the relational tables shown in FIG. 3. and a file-management system would replace ihc database-management system. The XML files and the information that they store, however, would still be governed by a database schema. like the one described below.
FIG. 4 shows an example DB schema 400 defining the logical structure of the teller-assist DB system. The DB schema 400 defines a variety of relational tables (or XML structures) that allow the teller and assisted self-service terminals to communicate with each other in executing banking transactions. The number and types of tables that exist in any given banking facility will depend upon Ihe characteristics of that facility, including Ihc

system configurations of the teller ;ind assisted self-ser\ice terminals and the types of assisted self-service transactions that the facilily wishes lo support.
The DB schema 400 shown here includes se\eral tables, including a "Tenninar' table 410 that includes fields lo indicate [he ID of each assisted self-ser\ice terminal CTerminal ID"), lo indicate the operational stale of each assisted self-service terminal ('■Stale"), and to indicate the name of the teller terminal associated with each assisted self-service terminal ("Teller Station Name"). Linked to the "Tenninar" lahle 410 are a "Device" table 420 and a "Device Part" table 430. The "Device" table 420 includes a field to indicate the name for each device, or module, associated with an assisted self-service terminal ("Device Name"}, as well as fields to indicate the state of each device ("State") and the ID of the assisted self-service temiinal to which the device belongs ("Terminal ID"). The "Device Pail" table 430 includes a field to indicate the name of each component of a device that is to be monitored by the teller terminal ("Part Name"), as well as fields (o indicate the stale of each component ("State") and the name of the device to which the component belongs ("Device Name").
The DB schema also defines a "Session" table 440 that enables banking castomers to engage in banking sessions with the assisted self-service terminals. The "Session" table 440 includes fields to indicate the ID of each customer session ("Session ID"), the ID of the assisted self-service terminal on which each session is taking place ("Terminal ID"), and the ID of the customer who is involved in each session "Customer ID"). The "Session" table 440 also includes fields lo indicate the slate of each customer session ("Slate") and the start and end times for each session ("Start Time." "End Time").
The "Session" table 440 links lo a "Consumer" table 450 that includes fields identifying each of the banking facility's customers ("Customer ID"), a title for the customer I Title"), and the customer's first and last names ("First Name." "Surname"). The "Consumer" table 450 in turn links lo an "Account" table 460 that identifies all of the accounts associated with each customer. The "Account" table 460 includes fields that indicate an account number ("Account Number"), an account name ("Account Name") and an account balance (".Account Balance") for each of the customer's accounts, as well as the ID of the customer lo whom each account belongs ("Consumer ID").

The DB schema 400 also defines a -Transaction" table 470 that monitors every transaction thai a customer engages in durmg a given banking session. Transaciions thai might occur during a single banking session include, for example, deposits to one or more accounts, withdrawals from one or more accounts, and Iransfcrs of funds between accoimls. The -Transaction" table includes fields thai indicale. where appropriale. for each transaction Ihe transaclion number ("Trans Number"), the ID of Ihe session in which the transaction is taking place {-Session ID"), the type of Iransaclion ("Type"), the state of Ihe transaction ("Stale"), the accounts involved in the iransaclion ("From Account." "To Account"), and the amount of money involved in the transaction ("Aniounl").
Linked to the "Transaction" table 470 are tables indicating the types of documents or instruments associated with each iransaclion. Examples are a "Check" table 480 and a "Deposit Slip" table 490, The "Check" table 480 includes fields indicating, for each check involved in a banking iransaclion. the MICR ("Magnetic Ink Character Reccgnilion") code printed on the check ("MICR"). the amount of money drawn on the check ("Amount"), images of the front and back sides of the check ("Front Image," "Back Image"), and the transaction number for the transaction in which the check is processed ("Trans Number"). The "Deposit Slip" table 490 includes fields indicating the account number for the account to which each deposit is made ("Account Number"), the amount of money deposited to the account ("Amount"), and the transaction number for the transaction to which the deposit belongs ("Trans Number").
As stated above, any number of other tables could be defined by the DB schema 400, depending on the needs of the banking facility in which the teller-assist DB system resides. The terms "PK" and "FK" appearing in the database schema 4(30 of FIG. 4 refer to "primary keys" and "foreign keys" for the vaiious database tables. Primary and foreign keys are concepts well understood in the art of database engineering and are not discussed in any detail here.
Communication between the teller-assist DB system 300 and applications using Ihe system (such as the teller program 235| and self-service program 235; of FTCi, 2) occurs through a commonly accepted connectivity standard. Perhaps the most common such

standard is the Open Database Connectivity (ODBC) standai'd developed hy the SQL Access Group. Using a siandard such as the ODBC standard for communicaiion u iih (he database decoupler database access from the structural and operational details of The underlying DB sy^leni. which in turn allows the banking facilily lo choose ils database engine and lis teller and assisted scl!"-scr\ice terminals and application progiams independently of each other,
FIG. 5 shows state transitions for each of the assisted self-service terminals. On start¬up, each terminal sits in an "Initial" stale 500 until start-up is complete and the tenninal is ready for operation. The terminal then enters a "Closed" stale 510. in which it awaits activation by a bank employee and is not available for customer sessions. A terminal in the "Clo.sed" state 510 will typically display a message on its touch-screen monitor stating that the terminal is out of service.
From the "Closed" state, the banking facility can take the tenninal to either a "Supervisor" state 520 or an "Open" slate 530. In the "Supervisor" state 520, the terminal is available tor use only by authorized bank employees: the terminal is not available for customer sessions. The "Supervisor" state 520 allows the banking facility to perform a wide variety of activities on the terminal, including diagnostics and repair, among others. From the "Supervisor" state 520, the terminal enters the "Closed" state 510 if the banking facility does not want to the terminal available for customer sessions or if an error occurs in the terminal, or it enters the "Open" state 530.
In the "Open" slate 530. the assisted self-service tenninal is available for customer sessions. The terminal m this state typically displays a message on its monitor indicating that it is open for service and ready to begni a cu,slomcr session. When a customer engages a terminal in the "Open" state 530. the teiTninal enters either the "Closed" state 510 (e.g.. when an error occurs in the terminal or when the terminal receives an inslruclion from the teller terminal to close immediately), or it enters a "Session Active" stale 540.
In the "Session Active" slate 540, the lerminal interacts with the customer and communicates with the teller terminal and the tcller-assisl DB system ihiough its self-service program. If necessai-y, the assisted self-service terminal in the "Session Active" slate 540 sends messages to the teller tenninal indicating that the customer needs icllci assistance. The

terminal remains in the "Session Active" state 540 until an error occurs or it receives an instruction from the teller icraiinal lo close immediaicly, in which cases it rciurns lo !hc 'Closed" state 510. or until the customer session is completed, in which case it returns to the "■Open" slate 530.
As the assisted self-service terminal cycles through its various states of operation, the teller terminal receives messages that indicate whai is happening al !hc assisted self-service terminal. These messages include:
• "In Service" - TTie assisted self-service terminal has entered the '"Open" state and is awaiting engagement by a customer.
• "Out of Service" - The terminal has entered the "Closed" state and is not available for engagement by a customer.
• "In Supervisor" - The terminal has entered the "Supervisor" state.
• "'Device EiTor" - An eiTor has occurred in the assisted self-service terminal while in or entering Ihe "Supervisor" slate or the "Open" state. If (he ti::miinat enters the "Closed" state because of the device en'or. the teller terminal also receives an "Out of Service" message,
• "Session Start" - A customer has initiated a session on the lerminal and ihe terminal is entering the "Active" state.
• "Session End" - The customer session has successfully completed and the terminal is returning to the "Open" state.
• 'Help Request" - The customer needs assistance from a bank teller.
In some cases, each assisted self-service terminal also reports the states of the devices it controls, such as its touch-screen monitor and card reader. Device state information is reported according to the common model of the Extensions for Financial Sei-vices (XFS) interface specification put forth by the America!) National Standards Institute, or some equivalent (t-.g.. J/XFS). Under this standard, each device ie.}^.. a receipt printer) in the assisted self-service terminal reports its state along with an optional lisE of critical device

"parts" ((',<;.. paper and toner), if am. thar the device maintains. Each de\ic(' part has a name ihat is defined by or thai can be derived from rhe XFS standard. The de\'!cc names, part names, and statuses are stored in the teller-assist DB system as defined hy the DB schema, discussed above.
As an example, a check-processing module in an assisted self-scrvici.' terminal would report any one of several possible status indications at any given time. Thcs; status indications include: Online. OfHine. Power OIT. No Device. Hardwai*e Enor, User Error, and Busy. The check-processing module would also report on a part known as "Media,"" which indicates the status of the financial instrument (c.,;'., check) handler in the module. Possible status indications for the '"Media" handier include: Present. Not Present, Jammed. Not Supported, Unknown. Entering, and Retracted.
The assisted self-service terminal reports state information by inserting the information into the appropriate tables in the teller-assist DB system. The terminal performs an update to the database when any of several events occur, including w hen:
• The terminal receives an XFS device-status change event.
• The terminal receives a device-replenishment change event,
• The terminal exits the "Supervisor" state.
• The terminal exits the "Closed" state.
FIG. 6 shows additional slate transitions for each assisted self-service terminal when ihe terminal is engaged in a customer session {i.e., when the terminal is in the "Session Active" stale). As the terminal waits for a customer lo engage it (e.g.. by touching the touch¬screen momtoi), the terminal remains in an"[nacl\\c" ^tate600. In the "Inactive" state 600. the terminal, through its display monitor, invites the customer to establish a session and wails (or ihe customer to do so.
When the customer engages the terminal, ihe leniiinal enters an "Active" state 610. In the "Active" stale 610, the assisted self-service terminal initiates a customer-authentication process which, when completed successfullv. identifies the customer and gi\'es the customer

access to the customer's accounts. The authentication process in some banking facilities might require insertion of an ATM card and cnli-> of a unique PIN .ode. as is slandaj-d practice in traditional ATMs, in other banking facilities, because the assisted self-service terminal is typically vi ilhin view of a baiik teller, the bank might choose to use an alteniaii\e customer-authentication process, such as through entry of a user-id/passwonl combinaiion. completion of a challenge/response exercise, or even visual identification of the customer by the teller. For some types of transactions, such as a deposit to a cash account, the bank might even choose not to require authentication of the customer at all.
Once in the "Active" state 610. the terminal remains in this state as ii interacts with the customer until the customer session is completed or canceled, or until the customer or the terminal requests help from a barik teller. When help is requested from a teller, the assisted self-service tenninal enters a "Help Required" state 620 and delivers a mess,ige to the teller terminal. The assisted self-service terminal remains in the "Help Required" state 620 until the teller either indicates that help is completed or terminates the session. If the teller indicates that help is completed, the terminal returns to the "Active" state 610 so that the customer can continue the session. If the teller terminates the session, the tenninal returns to the "Inactive" state 600. Typically, the teller terminates the session at the assisted self-service terminai in one of three cases: (1) The teller was able to complete the customer session while helping the customer: (2) the teller has concluded that the session must be completed at the teller terminal; and (3) the teller is unable to complete the transaction at all. In the later case, the teller instructs the assisted self-service terminal to deliver all the information it has gathered to (he teller terminal for continued processing there.
FIG. 7 shows additional state transitions for the assisted self-service terminal when the terminal engages in individual transactions within a customer session. As the customer initiates a transaction, the terminal enters an "In Progress" state 700, in which the tenninal gathers information related to the transaction from the customer and from the teller-assist DB system, as well as from other sources such as the branch server, the bank host, and the ATM switch. The information to be gathered includes, for example, the type of transaction to lake place, the accounts involved, and the amount of money involved. Once this information has

been gathered, the terminal enters a -Ready" state 710. in vihich the terminal waits for the customer to commit the transaction or to cancel or edit it. If the customer chooses lo edit ihe transaction, the termhial re-enters the '"In Progi-ess" state 700. If the cusromi;r chooses to commit the transaclian. the terminal eniers a ""Commitled" slale 720 in v-hich \hc \raiwaclion is completed. If the customer chooses to cancel the transaction, the terminal enters a "Deleted"' stale 730 in which the transaction is deleted and all of the infonnalion related to the transaction is discarded. The temiinal also enters the "'Deleted" state 730 if the customer chooses (o cancel the transaction while the temiinal is gathering iiil'orniation in the "In Progress" state 700.
FIG. 8 shows one example of a graphical user interface, or "teller interface" 800, generated by the teller program (235, in HG. 2) at the teller terminal (110 in FIG. 1} lo give the bank teller an "at-a-glance" undei"s tan ding of the status of each assisted <.elf-ser\'ice tenninal (I20|,,,N in FIG. 1) monitored by the teller terminal. The teller can see. for example, whether any of the assisted self-service terminals is engaged by a customer ^nd, if so, what the status of that engagement is and whether the customer needs assistance. The teller interface 800 also provides details for the transactions taking place at each of the assisted self-service terminals.
As shown in tliis example, the teller interface 800 is a windows-style interface divided into one or more sections, or "terminal windows," each providing the teller with a view of what is transpirmg at one of the assisted self-service terminals. In this example, the teller interface 800 is divided into three tenninal windows 805|,, i corresponding to three assisted self-service terminals that are monitored by the teller terminal. For each assisted self-service terminal that it monitors, the teljei terminal assigns the assisted self-service terminal an ID number (c.j;., "Terminal 1," "Terminal 2," "Terminal 3"), which is displayed in a "terminal ID" box 810]. .,i within the terminal window 805] %. The terminal ID box also indicates the status of the corresponding assisted self-service terminal, typically using a color-coding scheme. For example, a terminal ID box shaded in green shows that the corresponding assisted self-service terminal is engaged by a customer and that the customer session is progiessing normally, with no assistance needed from the teller. A terminal ID

box shaded in red (or blinking red. as described belowl shows that the assisted self-service terminal is engaged by a customer and thai teller assistance might be needed. In some cases, when the terminal ID box suggests that assistance might be needed, the box also provides a text message indicating whai type of assistance is needed and whether the ieiier should approach the customer imracdiaiely or wail some period of time before approaching. The rollowing list shows one exanip'-' of a color-coding scheme used by the teller tcmiinaL
• No shading = Assisted self-service tciminal (ASST) is operating properly and is waiting for customer engagement.
• Green = ASST is engaged in a customer session.
• Flashing green = ASST rcplenishables (f..<^.. receipt paper, coins, cash) are running low.
• Yellow - ASST is engaged in a customer session, but teller appro\'al is needed for completion of one or more of the customer's transactions.
• Flashing red = ASST is engaged in a customer session, and the customer needs teller assistance.
• Red = The terminal is closed or has malfunctioned.
Other b(.xes 815| ,3, 820i,,,.i. 825]., 3 within the terminal windows 8C5| ...1 allow the teller ienninal to display other messages created by the assisted self-service emiinals and, in some cases, to initiate actions \\ ithin the teller program itself. For example, the terminal windows 8052. 805., associated with "Terminal 2" and ■'Terminal 3" in this example both include message boxes 8152. 815^ showing that paper in the receipt printer for the corresponding assi.sted self-service terminai is running low. An "Assist Mode" box 820i .3 iri each teller window allows the teller lo engage in an interactive session with the customer at the corresponding assisted seif-serviee terminal without leaving the teller station. "Terminal Status" boxes 8251 1 allow the teller to gather detailed information about the status of each assisted self-service tenninal. including the status of the devices and device parts maintained by the assisted self-service terminal.

The terminal uindows 805| -, also include "Transaction Derails" boxes 830[ ; that each provides detailed infonnalion on the transactions taking place at the coTCsponding assisted self-service terminal. For example, the terminal window 805i associated with "Terminal I" in this example shows that the customer is engaged in thiee se;iaraic transactions; (1) a check deposit of $215.56. (2) a check deposit of $345,43. (li and a cash withdrawal of $250. As described above, the teller terminal and the assisted self-service tcnninals pass information and messages to each other using the relational tables or XML-based filed defined by the database schema of the teller-assist DB system 1125 in FIG.l).
The text above describes one or more specific embodiments of a broader invention. The invention also is carried out in a variety of alternative embodiments and thus is not limited to those described here. For example, while the invention has been described above priraarity through the example of an assisted self-.service terminal for use in execution of financial-services transactions in a banking facility, the invention is useful in a u ide variety of self-service applications, including for example airport check-in. food-service order, and medical check-in. to name a few. Many other embodiments are also within ihe scope of the following claims.

Claims We claim:
1. A system for use in assisting a se!t-sei\ice traiisacrioii at a serxice fi.cilit\'. tJie ^vsteln
comprising:
one or more sell-service lenninals. each configured lo gather transaction infonnalion associated with a customer who is engaged m a business transaction with the service facility through the self-service lermina!: and
a teller tenninal configured to:
(a) receive aV Icasv some of the uansactioii information by clecUonic means and display it for viewing by a human representative of the service facility while the business transaction is still in progress: and
(b) receive input from the human representative that allows completion of the business transaction.
2. The system of claim 1, where the teller terminal is configured to:
(a) receive transaction information from at least two of the self-service terminals about business transactions engaged in by multiple customers through the self-ser\ice terminals; and
(b) display the transaction information from both of the self-service terminals for viewing by Ihe human representative while the business transaclions arc still in progress on both of the self-service terminals.
3. The system of claim 2. where, in receiving input from the human representative, the
teller terminal is configured lo:
(a) first receive input from the human repiesenlative that allows completion of the business transaction on one of the self-service terminals; and
(b) then receive input from iLe human representative that allows completion ol the business transaction on another of the self-service terminals.

4. The system of claim 1. where, in receiving die transaction niformatlon. the teller lemiinal is configured to receive the transaction information from an intermediary data¬storage system that receives the transaction information from the self-service terminal.
5- The system of claim 4, where ihe teller terminal and the self-service terminal aie configured to inlcrac! with the intermediary data-storage system according lo a predefined database schema.
6. The system of claim 1. where the transaction information received by the teller terminal includes information indicating that the customer needs assistance from the human representative of the service facility at the self-service terminal.
7. The system of claim 1, where the transaction infonnation received by the teller terminal includes information indicating that the self-service terminal is in need of .service.
8. The system of claim 1, where the transaction information received by the teller terminal includes information identifying the customer who is engaged with each of the self-service terminals.
9. The system of claim I. where the transaction infonnation received by the teller terminal includes information identifying a type of transaction in which the customer is engaged.
10. The system of claim 9, where the transaction information received by the teller
terminal includes information associated wiih more than one transaction in which the
customer is engaged-

11. The system of claim 9. where the transaction information received by the teller iLiminal includes information identifying one or more cuslomcr accounts affected by ihe tiansaction \ii which the customer is engaged.
12. The system of claim 1. where Ihe service facility is a banking faciliLv and the self-service terminal is confisured (o assist the customer with a banking Iransaclion.
13. A terminal for use in assisting self-service Iransaclions at a service facility, the terminal comprising:
a processor: a display device; and
a storage system that includes an executable progi-am that, when executed by the processor, causes the terminal to:
fa) receive transaction information from one or more self-service terminals by electronic means, where the transaction information from each self-service terminal is associated with a customer who is engaged in a business transaction with the service facility through the self-service terminal;
(b) display at least some of the transaction information on the display device for viewing by a human representative of the service facility while the business transaction is still in progress; and
(c) receive input from the humat\ representative that allows completion of the business transaction.
[4. The terminal of claim 13, where the executable progi'am, when executed by the processor, causi s the temiinal to:
(a) receive transaction information from at least two of the self-service tcnninals about business transactions engaged in by multiple customers tlu-ough the self-service tenninals; and

ibldisplay the ti'ansaclion infoimation from both of ihe self-ser\'ice terminals for vievving by the human repiescmaln e while ihe business iransaclions are siill m progirss on both of the self-service terminals.
15, The terminal of claim 14. where the excciilable progi-am. when exL-cutcd by the
processor, causes the terminal, in receiving inpiil from the human rcprescnlalive. lo:
(a) firsi receive mpul from the human reprcscnlali\ c that allows completion of ihe business transaction on one of the self-service terminals; and
(b) then receive input from the human representative that allows completion of the business transaction on another of the self-sen'ice terminals.
16, A method for use at an assist terminal in assisting a self-ser\'ice transaction at a
service facility, the method comprising:
receiving transaction information from one or more self-service terminals by electronic means, where the transaction information from each self-service tenninai is associated with a customer who is engaged in a business transaction with the service facility tlnough the self-service terminal;
displaying at least some of the transaction mformation for viewing by a human representative of the service facility while the business transaction is slili in progress; and
receiving input from the human representative that allows completion ol the business transaction.
17, The method of claim 16, where:
(a) receiving transaction information includes receiving transaction information from at least two of the self-service terminals about business transactions engaged in by multiple customers through the self-service (erminals: and
(b) displaying information includes displaying die transaction information from both of the self-service terminals for viewing by the human representative while the business transactions arc still in progress on both of the self-service terminals.