welcome to the simsii operators trainingvideo this video should help in theunderstanding of the capabilities of the sims ii from the operatorsperspective. the operators world in the sims ii must start from the trafficdisplay and its capabilities and that's where we're going to beginnow that we look at the traffic display i want to bring your attention to severalthings on it first up at the top there is a mode which saystraffic display there are circumstances we would turn on other types of tracking devices wherefile names may appear up here
that is unimportant has no real affecton the capabilities of what you're doing it's just a little bit of an extratracking mechanism follow this by the current versionnumber of the program, followed by the currentoperator logged into the system at this terminal, follow this up with theday of the week the date and the current time across thebottom is a series of help keys that may beused in order to speed up operation thecurrent disk status, the current screens status
how many events are currently active onthe screen that do not have any operators workingthem finally if there're any current events that arewaiting to be placed on the traffic display and its percentage if necessary now looking further at the trafficdisplay i'd like to bring your attention to the columns the first column is the priority column this is a priority 2 event, followed bya priority
5 event, followed by a priority 6 event then the current time the event has been received, the account number of theevent the name the first 21 characters,the name of the subscriber, the group id, the code that was received in, the current status of the account andfinally the brief signal description this brief signal description relates directly to the mnemonic thathas been received in
so a bur is expanded to the term burglary and ltc late to close is expanded to a not close description these descriptions are programmable onthe central station level and maybe set to where you want themalso there's a column right after the time that has significance. in this column youmay see a series of characters and only one character the asteriskthat you see up there right now in several of these means this was a manualalarm entry if you see it "t" in that particularcolumn
that means this account is currently andthis signal is on test. an "e" capital "e" means its been auto logged due to emergencymode settings if you see a capital c that means this account has been placedon cancel status from within the account database andfinally a lower case "e" indicates that thiszone was emailed to the client there are lotsof zones that receive automatic emailing that then preclude them from requiring operator
action and they're designated on thetraffic display as a lower case "e" okay the first thing that we notedis the operator can use the up and downarrow key to move to the different event that he would like to then process inthis particular case we're going to start out a just bringdown the very first one by hitting the enter key this is a burglary type event theprogram has automatically notified us that theaccount has a service work order that is currently active
this is important as far as are falsealarm reduction capabilities and with the escape key we can removethat and begin the actual dispatching sequence let's look at what's on the dispatchingmask first of all we have the account number then we have the physical receiver and physical line number that this signal was received in this can beimportant for audio verification or even sometimesvideo verification we have the local time that the signal
was transmitted to the central stationor received by the central station in our case here we know that this thatthe central station time is 10:55 but we know that the signal was actually received by the central station at 8:54local time that's the subscribers local time the name on the account is to tequila willie's the contact the address the cross street informationcity-state primary and secondary number at thelocation if available and a call back number can be filled inhere from the dealer if we want to
provide that call back number in the case in dispatching to the policedepartment we have all okay word this is veryprevalent in homes and residential type alarms asopposed to having an individual passcode for each one of the employeesyou might have a general all okay word permit number for the police departmentif required map grids,pages the account type whether it's a commercial, residential,apartment complex, so and so forth the control type the alarm companythat's associated
with this client the current status ofthe account closed in this case and whether there's map or videoavailable on the account the top field across here is the brief comments that are placed in theaccount database and they are displayed for thedispatching mask this could be an indicator thatsomeone's on vacation for two weeks in the case of a residence just some sort of a reminder to let theoperators know the areas below that are the capabilityfor
operators to leave comments to the nextoperator and we can date those so if anoperator speaks with the account they tell them i'm sorry we've gotconstruction going on here for the next two weeks the operator may put a dated commentthat will automatically purge identifying that there happens to beconstruction for the next two weeks the next part of the screen is a movingmask of the people to be called a control zwill move this mask upward control w moves it downward soalthough we only see three in our mask
i can move easily to the next person onthe list with the control z and back up withthe control w we're going to now just take one morelook at the bottom here they will get into the actual calling of the people on the contacts the code number whatever it is appears inthe lower left hand corner followed by the time central station time that the signalcame in the a description of the zone that camein a burglary type zone
and finally a 44 character description of exactly what the zone is down at the bottom is a series of helpkeys to assist you in knowing how to get to rapidly to other screens and assist you inthe dispatching or whatever happens to be servicegrading service work orders and so forth in addition to those help keys that areat the bottom you also have and f8 you'll notice heresays miscellaneous and it will bring up a whole otherseries of help keys
that will assist you and getting toother places and other pieces have information in a very quickand timely fashion for example sake we can see that alt f4 gives me history eventsummary this is the last eight events that have come in about the account when you have events that areidentified as a break-in's during closing periods this can be very helpful because with an alt f4 i get a rapid screen upthere
that shows me what has taken place inthe last eight events on this account there are lots of other hot keys we'llget into those but just so you know these are the kind of hot key things that are available now let's speak aboutthe dispatching part we've seen that the veryfirst people on the dispatch list are the arleta police department andthen there's a note there that says get the id so let's now just simply following ourlittle description here f2 to dial i see that my cursors at the first onei'm going strike the f2 key
at this point in time we bring upanother little mask and if the dialing out sequence werehooked up or a modem was hooked up to our terminal here we would have started dialing thenumber the program will have waited forsomeone to answer the phone or if there was no answer in the commentfield it would have placed no answer if busy, if the phone number was busy it would have placed busy over here ifsomeone answers the phone
it is then just going allow you to pick up the phone and then you say helloto them you might ask them... well in this case it's the policedepartment so you're going to actually tell them that your dispatching for thethe client to tequila willie's etc.. and you may be asking them for a badge number following the descriptions that get theid you give them the information you'regoing to ask them for their badge number
back then you strike the f10 key and theactual dialing to the police department is accomplished depending on yourprocedures now you might move down and say well ineed to call paul levine and we're going to now strike the f2and call mr. levin at his home phone number now notice this is a very differentsequence that goes on with the premise verify first in the case have a premise verify first
we would have seen the premise numberfirst and then would have called that place first and then began the whole sequence bycalling the establishment but in this case the establishment isclosed so therefore premise verify first has no real bearing on this i'm going to call mr.levin i might ask mr. levine, what his passcard is and i don't know is pass card so i'mjust going to strike the f2 key and he's going tell me tw 0002
i know now that i've contacted mr.levin, i've spoken to him on the phone he will attend which might indicate that he isheading for the tequila commercial establishment i strike the f10 possibly i'm only responsible to make one contact on this particular thing and that'sgenerally the truth and so at this point i'm not handled mydispatching responsibilities and i'm ready now to go further intoit
i can do one of several things right nowi can downgrade the priority of the event waiting on other things to take place ican a place this particular event on hold soi can come back and pick it up when mr. levine has got tothe place. imay have given instructions to call me or i'm maybe supposed to call him backand so on and so forth so let's just say for the moment we saidto call
mr. levin and he will call back after arrival of the police with disposition could be an example the wayi do it alright at this point in time i wouldprobably place this event on hold using the f9key which simply means i'm going to put it at avery low priority on my traffic display knowing that i've going to come back to it
now we're going to do thatbut before i do that i want to bring your attention up to just a few other things if for somereason i felt that when i was working with thisparticular event i needed to create a service workorder i can strike the f4 key and then go into the service workorder area first thing it tells me that there'scurrently a work order active at this point in time i have severallines that i can use to to write up a description of what it is
i could write who it is reported by the promised date and so forth like thatand while the fields that are currently in front of you right now really don'tfit the scenario we're speaking about here i thinkthey're fairly self-explanatory now i've said i have got this workorder up here i hit the f9 key i've now saved it over into the workorder area so that the supervisor from the workorder can pick it up either now or in the morning when they come and or so andso forth like that so at this point in time now i'm going toplace this a particular event
on hold up but there are lots of othercapabilities i'm going to move into a different masking here in a minute and show you more of these capabilities but let's just right the f9 now notice instead of it being a priority 2 i havemoved this particular event down to a hold level so that i'm waiting as we hadin our scenario there mr. levin the call back and to identify what's going on i couldpick him up later and now my responsibilities maybe to move to a different type situation
will have him coming back to us on that soi'm going to come up here and i'm going to take note of fiber techwhich has got a not closed currently pending i can then hit theenter key and i'm going to bring up a different kind ofmask that you use to see it now because this a late to close this establishment is supposed to be closedright now but the computer is telling me that theyhaven't sent in a closing signal so i have one or two scenarios that ican be dealing with here number one i can be dealing with a scenario where they're still in there
working or the second is they forgot to arm the system or there some sort ofservice situation involved so let's say take thefirst scenario which is probably the easiest to relateto and that is they're still in there so the first thing i'm going to do isstrike the f2 key when i strike the f2 key i then dial the premise because there is nocall list here so we're dealing with premise only itdials the premise
hopefully someone there's then going toanswer the phone at that point in time they're going togive me a pass card and again i'm going to just open up mylittle box here so that i have some pass cards to dealwith mr. milton rystad happened to answer the phone he then his has given me as pass card it identifies a system that identifieswho he is and what his access authorization levelis he's out working late
which would make sense right now andhe's going to then give me some sort of a time becausewe're going to ask in the magic question i'm going hit the f10 key clear off thedialing display now but notice it's filled and his passcard so forth but i know that i need to go down hereto f3 open closing and give some sort of information thatsays hey this guy's going to be in here for awhile i notice first of all i'm going to come back and create anotherevent at 11:33 so if he told me he's leaving in 10 minutes
i don't really have to do this but let'ssay he says he's going to be in there another hour and i we know now at 11:08 from looking atthe clock up there so let's just say he's going to be in theretill 12 o'clock all i have to do is put theclosing time in i can strike the f10 key and i've actually taking care of extending hisclosing period to twelve o'clock plus whatevertolerances are in his account if that option is selected by the temporaryschedule let's go back to f3 here
and let's just take a look on the 17th which is today's date heopened at 11 he's due to open 11:08 he supposed to close at 12 o'clock thenext wanna be generated 12 o'clock so i don't have a tolerance time that'skeyed in to here this is an option by the way in your central stationmanagement section to add tolerance is for temporaryschedules or not this particular one is set up for no so if he's not back or if he's notclose by twelve o'clock i'm going automatically create another late toclose
on this particular account if we were dealing with some otherproblem let's say i'll while we were speaking tothis man he said oh by the way i've got zone x,y,z that is currently in alarmcondition and i don't know what it is well i could do two more things at thattime number one i can create a work order which mightsay zone i'm going to a given number here and it's not going torelate to the database because they
don't know what the database says but let's just say minutes a6 zone a6 is flashing on the panel please send service okay i might come down here andput his name in and for the life for me i don't remember hisname right now so we're just going to say unknown and i'mgoing say i promise him that
it'll be done by tomorrow at twelveo'clock this information so that the servicepersonnel know what i've told the customer and i might even assign a priority if it'spossible and of course everybody thinks of priority onesat this point in time again i just f9 i've now save thisparticular event and i've gone back to my routineaction mask which was the basis for the whole call there's also the ability to place zones
out of service from this masking let'salso strike the f5 key which we see down here as ous and i'm going to say for 24 hours okay i could fill all these and here butfor 24 hours i'm going to place a6 out of service now i'm going to also tell you somethingelse while we're in here there at the abilityyou could strike the f2 key and you can pick it this way nights wowi just happen to have than a6 in there
so you can place two different types of zones out of service or you may place a mnemonic now again remember the f1 key is there to help you understand what these fields are or i can say place the entire account out a service except a certain mnemonic there are many circumstanceswhere we may place a panel completely outta service except for thefire alarm that's a very typical thing when goingout to a commercial site
or i'm on it might want to place all of my tampers out of service i mean i can dothat by backing up to here in putting in tam i can put a combination which would beboth out of here this would be an or situations zone a6 or the tampers okay zone a6 but the fire is going to be excluding everything or placing everything outservice except that mnemonic there are also some capability i'm going to just remove that out of there
also capabilities that you may email certain zones let's say your technicianis out there and you want to place this accountservice but you want to automatically email it to him that is possible you may as you can see with the number two email not only place an account servicebut your emailing to the second dealer email address he may be out there in this case he'sgot his little
pda or he's got his phone with emailcapability so every time he sends his zone in it just automatically comes back to himstops a lot of his phone calls and operator action that might be requiredat the central station okay at this point in time we've doneseveral things we've said zones a6 is going to be out of service for 24 hours and then starting there i'm going to strike the f10 key that's taken care of at this point intime i could choose to come down here and place some operator comments andthere
do some other things manycircumstances i would sign this off right now it would be a probably everything isdone but i want to take a few moments and takeyou through some other hot key capabilities because they'rethey're fairly important and they're going to have a big bearing on you if you were in an event and you see there are moreevents on the traffic display i can take the f6 key and bring upthose extra events
if they're on the traffic display for this exact account if you wanted tolook at the traffic display in a mini format the f11 key gives you a mini trafficdisplay so you can see these things withouthaving to leave where you're at this many trafficdisplay is also available in account maintenance and lots of other places simply hit the f11 key and it will pop up for you i can see here that this is the currentevent that i am working
i see it because my initials are next to itbut i also see that i've got an event on hold i also have an un-restored priority 6 event this is just some more capabilities to let you see things from a quickstandpoint a lot of the other things which are verynice are located on the f8 but there is one more the f7 keythe f7 key will take you to the database for theaccount so you can see everything about thisthis database key can be very helpful let's say that you're in
a routine action mask here right now youhave called the premise except no one's there nobody answersthe phone so you can get over immediately to the call list to go and pick someone else onthe call list to call them at home and you simply can come down to their'slet's see i came down to charles bryant i can hit the f9 key from that place and it will dial himautomatically and also will register that call into the history of the account so eventhough i didn't have the call list back
on my original late to close i can getto a contact list very easily with an f7 key there are other things that are alsovery helpful i could page through all of the database when i start out with that f7 key and again all i do is escape back to get back tothe original place i was located at okay now we've done the necessary things onthis i'm going to up pick up my pass cardagain for mr. rystad that i had
we can put that back in there i've said that no comments are reallynecessary now i said i was going to spend a moment at the f8 key and i will now the f8 key will bring up a whole anothergroup of special type events our special typehot keys to get to places we want we can see that we can get a dealer helpwith the alt f9 we can get to partitioned accounts tofind out if there are any partition accounts underneath this account all these kind of things i'm not going togo through each one of these i don't
think it's necessary but you can easily go to them simply by using these keys i will give you one example that's afairly easy one i can see the last comments that all of the accounts havebeen done on here's the operator comment survey alt f3 i can hit the key here and it'll show methe comments that were written on this account
i can go to dial control f2 says dialthe alternate phone number so we havelots of capabilities in there like that i'm going to close this particular eventout now pick i'm just, let's see, let's pick anice one here see event comments here i've nowclosed out that not closed we know the schedule to comeback up at twelve o'clock if that person is not in there right now i wanted to come back to the trafficdisplay quickly just to bring up tequila willie's one more time and show you onemore item that i think is important and
and should be brought up at this point and notice we've identified a particularcontrol panel up here out one of those f8 keys for that is help on the control panel if i use a control f1 or alt f1 excuseme while i'm in some sort of a masking and that particular control panel is identified i get up a control unit help now thesecontrol unit helped her set up by the database entry people
but this can be very valuable to youbecause it's giving you a lot of extra information for example a lot of times when you'redealing in dispatching your calling the premise first your finding out that theyhave a problem and it's not necessarily what's beencoming in they may have a panel problem so you can move through this help screenhere at to give them some information aboutthe panel that they have installed without having to know a great dealabout the panel's yourself in this case you can see that we canidentify them
how to reset the fire zones how do you reset the panic activation soforth like that the worst thing you want to have to do iswhen you're dealing with a customer is to tell them that you have to callsomebody else to call them back when they have some sort of alarmgoing off they want help and they want help right awaysometimes it's something as simple as changing your code these are real beneficial items that help the central stations ouyhelp the customers out
and however we deal with the customers may be a factor over central station butone thing is for sure if we can get them the help they needimmediately we are going to be placing your central station ourdispatching people in a much better light as well asremoving a lot of the mundane task that the service personnel have to do okay thank you very much in thisconcludes the operator training video
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