Decisions, last 72 hours
| Alarm time | Site / device | Rule | What AVA did | Contact | Ticket |
|---|
Sites and who AVA calls
| Site | Calls go to | Hours |
|---|
Active disregards
Recent on/off changes
How a live call works
- DSX reports an alarmAn "Alarm" or "Door Open Too Long" event arrives from one of the rollout sites, the same feed that already runs today.
- The Allied rule checks the hoursWeekdays 5:00 pm to 8:00 am, and all day on weekends (each site's hours are listed on the Activity tab). Outside those hours the event is only logged.
- AVA assesses the eventThe AI reads the event and the site's notes and decides whether it needs a call. Today it recommends a call for nearly every alarm; see the note below.
- AVA waits 5 minutes for a restoreIf the door closes or the alarm clears by itself within 5 minutes, nobody is called. This is the main filter.
- AVA calls the site's contactToday that is Allied Operations. AVA says which site, device and alarm it is, and asks what to do. If the line is busy or doesn't answer, AVA tries the site's next contact, where one is set up.
- Everything is recordedEach call opens a ticket, with the recording, the transcript and the outcome, in the portal's Tickets tab. Every decision, including each time AVA chose not to call, appears on the Activity tab.
When AVA will not call
- The alarm cleared within 5 minutes.
- The alarm came in outside the rule's hours.
- The site or device is on disregard. The call centre can ask AVA for one during a call.
- AVA is already on a call about the same site. It won't ring the call centre twice at once.
- The AI judged the event not worth a call, or the sensor is flapping (switching on and off many times, a sign of a fault).
- The alarm is more than about 20 minutes old, for example when events are re-checked after a system restart. A late call would only mislead.
- The site is not in the rollout. All other sites are unchanged, and no calls are made for them.
Each of these shows on the Activity tab with its reason, so "why didn't it call?" always has an answer.
What the call centre can say to AVA
AVA speaks naturally, so any wording works. For example:
- A disregard stops AVA calling about that device, or the whole site, until it ends. The longest is 24 hours. It is listed under Active disregards with who asked for it.
- If nobody answers, AVA tries the next contact. When every number has been tried, the alarm is flagged to Helix.
How to test
1. A test call to your own phone
Open the Live Call Demo tab, choose one of the Allied scenarios and enter the number you want AVA to ring (for example the call centre's). It is the same voice, the same questions and the same disregard handling as a live call. A demo call creates a demo ticket only: it is never counted as a real alarm, and a disregard given during a demo does not affect live calls.
2. Watch the dry run
Before go-live, AVA runs in dry run: it makes every decision for real but dials nobody. Each morning, check the Activity tab to see which alarms it would have called about overnight, and why it skipped the others. If anything looks wrong, tell Helix before the start date.
3. After go-live
Compare the Activity tab with what the call centre received. Every call AVA placed has a ticket with the recording.
Stopping live calls
Anyone with a portal login can press Stop all live calls at the top of this page, at any hour. Within a few seconds AVA stops placing calls at every site. Alarms are still received, assessed and shown here; they just aren't phoned. Helix is notified at once, with your name and the time.
The button only stops calls. Starting them again is done by Helix, so contact Helix when you're ready to resume. If you're unsure whether something is working properly, stopping is always safe.