How to categorize?

Diego Solano Astúa

how to categorize?

True stories

• Audio: Cameras not getting audio, two way audio
• Clip Limits Troubleshooting and Questions: reach the monthly clip limit, best practices to record,
• Device Not Found or Stuck: camera not appearing on the equipment list, camera stuck (run stuck device)
• Doorbell Thermal Mode: (Doorbell warm to

touch it, camera in cool down mode)

• Event Triggered Recording Rules: (Camera not triggering events) Alarm Rule, Entry Delay, System Armed / Disarmed Rule, Sensor / Open Closed, Lock Activity, Recod Now button, etc notifications recipient set up

• Hardware Failure: (Faulty unit)
• Installation Walkthrough: (Installation Process new fresh install)

mAIN CASE REASON

• IR Troubleshooting (Infrared troubleshoot)

• Local Recordings (Onboarding rules [SD Card is not formatting, look the timeline], CSVR [Not recording, timeline is blank])
• Network (Insufficient Requirements, ISP change

Troubleshooting and Equipment)

• Power supply (power issues for every camera to doorbell and non-doorbell VAC/VA, DC Doorbell Adapter, DC Video Adapter, Splicing)Compatibility/Requirements
• Product Specification Questions (camera distance, resolution, features that a dealer is looking on a camera)
• Video Analytics and Video Motion Detection

(set up the rules, best practices video analytics and motion detection )

• Wiring (Digital, no chime, mechanical) [camera wiring connection]

mAIN CASE REASON

• Business Activity Analytics:(setupRecording Rules TroubleshootingNotification Recipient VideoReportsHeatmap)
• Doorbell Button Press Recording rules:(Doorbell Triggered to get the notification )
• Face Recognition: (Notifications or Enrollments)
• Feedback/ Feature Request: (dealer express ideas for cameras or feedback about services and experiences)
• Video Permissions / Service Package: (dealer doesn't have the permissions to perform the change)
• Video Platform Integrations: (OpenEye Cloud connect related tickets only)
• Video Panel Features: (Stream the cameras through an IQ Panel 4, 2 , 2 GIG EDGE or IQ Hub)
• Other: (camera display features, live view)

mAIN CASE REASON

key questions (Probing)

RecommendatioNs

tROUBLESHOoTING

Key words or phrases

Resources KB-S

https://confluence.corp.adcinternal.com/display/CORE/Support+Center+%28SF%29+-+Case+Reasons+Explained

Useful resource

Awareness

Acurracy

Goals

Prevention

Improvement

public Questions

"un sueño no sé hace realidad por arte de magia, Necesita sudor, determinación y trabajo duro" Colin powell