Diebold announces remote service for ATM channel

Diebold announces remote service for ATM channel
Tags: Bank / Credit Union, Diebold, Incorporated, Manufacturers, Other, Software, Trends / Statistics
May 7, 2006

NORTH CANTON, Ohio - Diebold Inc.'s new OpteView Remote Services allows remote troubleshooting and problem diagnosis for ATM-network service. Using Internet technology to communicate directly with ATMs, Diebold supports its Opteva family of ATMs and initiates service delivery before a technician is dispatched.

Enabled by a partnership with Axeda Corp., OpteView allows Diebold to begin problem resolution within minutes of a service request by remotely accessing data for a complete and detailed state of health for every ATM module.

OpteView receives data from ATMs in real-time and delivers it directly to Diebold's Customer and Technology Support Center. In some cases, specific fixes can be deployed remotely. In others, information is delivered to a technician to facilitate more accurate repair decisions. Diagnostic processes include: conducting diagnostic sessions, including system checks for normal operation, individual device testing and root-cause analysis of device diagnostic log files; generating a problem diagnosis before an on-site visit; providing information about parts that might be needed for repair; providing a recommended recovery solution; performing reboot or hardware reset to recover from communications failures or other malfunctions; and postponing or canceling on-site-service response when an applicable fix can be completed remotely.

Diagnosis provided by OpteView is only available using Diebold's Opteva hardware and Agilis software platforms.

Chad Lynch, ATM service manager for Riverdale, Utah-based America First Credit, the sixth-largest credit union in the United States and the first financial institution to deploy Diebold's Opteva family of ATMs, said OpteView improves uptime and enables the financial institution to resolve issues without dispatching technicians.

"We want our ATM network to be the best it can be," he said. "OpteView allows me to let Diebold do what they do best, while I focus more of my attention on technology for my credit union."