Alarm button automated test
All users of security services and monitoring desks employees familiar procedure for checking alarm buttons. Usually it is the following. The user communicates by phone with the monitoring desk operator, calls his account number and tells him to check the alarm button. The operator switches the account number into a special test mode, and the user presses a button alarm. Making sure the alarm message has successfully passed, the operator shall inform the customer, and the procedure ends here.
The procedure is relatively simple and straightforward, but the problem is that it falls disproportionately on the desk operator. Because the vast majority of the holders of the alarm buttons, the staff of shops, banks, exchange offices, check it every day at the same time - at the beginning of the working day. Often it requires the job description. Within half an hour to the desk receives thousands of calls from customers checking the alarm button. Because of this security desk is forced to increase the number of operators in the rest of the time not needed. The problem is also for customers for call the desk at that time can be difficult.
To solve this problem, Telemachus has implemented automated testing procedure, without operator intervention. The implementation is based on the integration of software package «Raduga» and Cisco IVR voice robot. The procedure works as follows. The client calls on the phone a certain number, then he's on the phone dials his account number and password. After that he is provided the voice menu, in which, among other things, he can run the verification procedure by pressing a button on his phone. Running the test, the user presses an alarm button and, after some time, listens to the test results. The latest test results can be found later by calling the same number again.
In case of successful verification, the operator does not take part in the procedure at all, in case of uncollected alarm messages at a specified time, fixed the fault that is reported to the operator and the client to call the repair team.
Automated verification has been successfully used in DCM «Raduga» since 2010, and has significantly reduced the burden on operators and loading of telephone voice lines.