Immix lvl 1
How do we pick up alarms?
Process alarm button
How many tries does someone have to give you the correct password? If they are still incorrect, what are your options?
2, transfer to supervisor or hang up
Where are RAD alarms received and answered?
In Immix
What should you click as soon as you open the program?
Alarm handling/ White house
What do you say when answering the phone
Operator # how can I help you?
What is the first thing you look at after opening an alarm?
Notes
Which closeouts require outcome notes? (Hint: there is 4)
Police dispatch, Talkdown/Keyholder called, Other activity, Gate access
Where are the Previous Events located inside of RAD?
Underneath the live cameras - after the location has been selected
What is the first thing you do after opening autodialer?
Check password
What do you ALWAYS need to get from a customer
Password
Where do you find the site address and call list?
Details tab
What is our problems tab used for?
Documenting tickets for camera/ audio issues and when they were last sent.
Besides viewing cameras, what is the one other function RAD is used for?
Talkdowns
Where do you find the previous events for a Manitou account?
Activity log
What should you do while searching for information while a customer is on the line?
Mute the phone
What do you use to search an account?
Manual Patrol
What should always be included in TL closeout notes?
Who, What, Where, When. How > Result
Operator info or reference number if dispatching
How do you know you have a RAD alarm?
Event details will say RAD Alert
What are the 4 things you give the customer after verifying their password
Type of alarm, Area, Zone and Point ID
Where do you find the extensions list, and what type of transfer is required when transferring a call?
The passdown, warm transfer
What do you use to see where a camera SHOULD be facing?
Reference shot
Who are the three people you send tickets to and why?
AI- footage issues, ai issues etc
Customer Service- script changes & Notes
Asset Security- tech issues and changes that need to be made to an account
What is the name of the site we watch in RAD?
North Macon Presbyterian Church
Describe the process of how we handle Keller Service Calls.
Collect name, location, and call back number >Add the information to the activity log as a comment > Go to contact list > Click Side House > Send email > Call All technicians listed.
What three things should you give a customer when they answer your call
Operator number, who you're with, the site you're calling for