京张高铁自助票务优化方案

为帮助国内部分脱网人群和外国旅客顺利使用铁路自助票务,提出京张高铁自助票务优化方案;在既有自动售票系统的基础上,增设远程协助与交互服务器,对自动售票机和工作人员服务终端进行优化设计,改进了自动售票机的用户交互界面,为旅客提供可与客运服务工作人员直接沟通、便捷获取信息咨询和远程协助的服务渠道。概述京张高铁自助票务系统构成、服务终端硬件构成及系统功能设计,总结系统实现中所采用的音视频通话、信令控制、呼叫排队、远程桌面控制等关键技术。目前,该系统及相关设备已在京张高铁投入使用,取得了良好的应用效果。

Optimization scheme of self-help ticketing services of Beijing-Zhangjiakou high-speed railway

To help those domestic passengers who are not familiar with the use of the Internet and foreign passengers to use self-help railway ticketing services smoothly, an optimization scheme of self-help ticketing services of Beijing-Zhangjiakou high-speed railway is proposed. On the basis of the existing automatic ticketing system, the remote assistance and interaction server is added and the design of the automatic ticket vending machine and the passenger service staff’s terminal are optimized by improving their user interaction interface, thus enabling those passengers to directly communicate with the passenger service staff for convenient access to information consultation and remote assistance. The composition of the self-help ticketing service system, the hardware composition of the automatic ticket vending machine and the service terminals as well as function design of the system are described and key technologies used in the implementation of the system, such as voice&video calling, signaling control, call queuing and remote desktop control, are summarized. At present, the system and its equipment have been put into operation in Beijing-Zhangjiakou high-speed railway and good practical results of its application have been achieved.