Avigilon
The Avigilon Computer has an alarm go off. When you check the alarm, a person is seen vacuuming with a door propped open.
What do you do?
1) Acknowledge/close the cameras. Nothing else needs to be done for this alarm.
Where are the 2 atrim phones located?
1) In the main entry of the Driver License Station by the mailbox.
2) In the ante room next to the public restrooms.
Centracs divides Iowa into how many regions, & what are they?
3 sections: Western, Central, and Eastern
The TMC is responsible for monitoring Sprout Social when?
3:30 PM to 8 AM during weekdays and continuously during weekends and holidays.
Once logged in, how do you get signed into the TMC Queue to start recieving phone calls?
1) Click "Workspaces" in the top-right of the page.
2) Click "Agent Workspace."
3) Change "Offline" to "Available."
When does the TMC perform Panic Button Tests?
The first Tuesday, each month.
When you receive a phone call from the DOT's elevator, what should you gather right away from the caller in case the call drops?
1) Collect the caller’s name and contact information (cell phone number if carried).
2) Then ask the caller what floor they entered the elevator on and what floor they were heading to.
Who do we assign Centracs Tickets before submitting a ticket?
Alicia Fernatt
When monitoring Sprout Social, what should you never do?
Never reply to Trolls!
What does the AI Function do?
Allows users to ask questions regarding a call they are on, which will pull answers from our SOPs & have a link to quick-access said SOP.
When calling DOT Centers to do Panic Button Testing, what should you do on the Avigilon Computer prior to making the phone calls?
Make sure all of the sites are logged in.
Before heading upstairs to assist with a person stuck in the atrium, what should you grab/take with you?
1) Obtain the Atrium sliding door key in the TMC within the manager’s office.
2) Bring your ID badge and use the elevator to go up to the 1st floor. You will need your badge to get back into the hallway where the elevator is located.
Who is the username & password recovery contact?
Rob Roth
If someone is asking a legitimate question (not just making a comment) and the question is about an area outside of the TMC’s expertise, the message on Sprout Social needs to be assigned to what group?
Iowa Dot Social Media
At the end of your shift, what should you do on the AWS site?
Sign out
- If you close the browser &/or restart the computer (without signing out), you will still be logged in. It is very important we all sign out at the end of our shifts.
The Avigilon Computer has an alarm go off. When you check the alarm, you see a suspicious person roaming the building, taking computers outside the premises.
What do you do?
1) If there is suspicious activity observed on camera, immediately contact local law enforcement to report what you have observed.
2) After contacting local law enforcement, DL/WC admin & supervisor, DOT On Call, and TMC On Call.
3) Work the EIN.
4) Once complete and reviewed, send/clear the EIN.
If you are unable to get ahold of Brett Hambly regarding someone trapped in the elevator, who do you call next?
Ashley Smelser
Before entering a Centracs ticket, where on the TMC SharePoint site should you check to see if a Camera/DMS Board has been removed for a period of time (since the Centracs system takes it away from our view on their site)?
ITS Devices tab
What do you do with the below Sprout Social message:
"The roadwork on I-80 near Hickman is redundant in the afternoon. People need to drive better so we don't have standstill traffic every day!"
1) Don't reply.
2) Simply click the "checkmark" to mark the message as complete.
How do you transfer a call to Stephanie?
1) Inform the caller you are transferring them to Stephanie.
2) Click "Quick Connects."
3) Click "Stephanie Uhlenberg - Desk Phone." (KEYNOTE: if Steph is working upfront, click the name that doesn't have "Desk Phone" attached to it.)
4) Make sure the call connects.
You are calling Law Enforcement for suspicious activity at the Marshalltown facility.
What is the Address, Zip Code, and Facility Phone Number?
Address: 2500 S Center St
Zip: 50158
Phone #: (641) 752-8559
Regarding the Atrium's sliding door(s), what modes occur when switching the keyholes for the below slots:
Top Keyhole
Middle Keyhole
Bottom Keyhole
Top Keyhole = CLOSE
Middle Keyhole = ONE-WAY
Bottom Keyhole = FULL OPEN
What are the 4 ticket priority levels?
1) Normal – This will be most tickets that are entered as they are trouble tickets that are not urgent.
2) Low – The TMC will not enter low priority tickets. This priority is for Econolite to use for preventative maintenance and other internal tickets.
3) High – Tickets that require immediate attention regardless of the time of day (DMS remains active with inaccurate message, many devices are down etc.) will be entered as a high priority ticket and a call to Econolite will be made as well.
4) High Priority (No OT) – Tickets that require immediate attention within normal business hours will be entered as High priority with no OT.
What do you do with the below Sprout Social message:
"There's a large rock (softball size) in the middle of the roadway on HWY 330 North under the I-80 overpass near Altoona/Bondurant IA."
1) Reply to the message (thank them &/or gather extra info you need).
2) Work a RFS event.
3) Make proper phone notifications.
4) After the EIN is reviewed, send/clear it.
1) On the "Home" page, use the layers located on the left of the screen.
2) Click on "Contact Search."
- From here, adjust the filters as needed and locate your phone recording.