Home

PNC3 Vision User Manual Book 1

1. Hsi Hansgement Report Telephone Directoy Address Eck Figure 6 9 You can search for clients by name and even include locations that Dpi na Som By Client Location Aceon Scope i Al C Schemes Desde Jide FE Ent Home Ix Authority E are not yet set up to receive invoices Dpions Sort By Cit Location Accourd Adkd eer I Include Locations Wih Ma lnvcane Lies mea Figure 6 10 You can search for location information You can use the Client Data win dow displayed in figur e 6 13 to set whether the payment is dir ect CETT or thr ough an agency This deter mines wher ethe invoice is sent Upon Sort Bu Eseni account information clients using standard gr Chent Data Ufer Janit cour Hana items to the invoices for clients whether it is sent to Mr V oreor bet Location Account i Am C Diack C Agana sema FS Figure 6 11 You can also search for clients using Schik 511 E kia Flaa Gimi BEE Figure 6 12 Use the Options menu to add regular and one off extra whether it goes to the or ganisation that looks af ter his pr operty Alternatively you can select an existing contact as a financial r epresentative such as MrV ore s daughter or son If the Tax Ex empt tick bo x displayed in figur e6 13 is tick ed then no sales tax V AT will be applied to the invoices sent to Mr V ore You can also set a date when invoicing will
2. Equipment service providers P Piona Location Detail The Incidents tab see figure 5 7 is useful for managers or administrators who wish to check on a range of incidents _ Figure 5 8 You can attach notes edit or view the incident or even telephone the dents where the incident status is incomplete or in progress resident by selecting Phone from the and their status For example it is possible to find all inci It is also possible to find certain types of incident or even Options menu incidents that have been allocated to a particular service B5 4 Chapter 5 Incident Manager Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision provider If a service provider becomes ill and is likely to be off work for two to three weeks then this can be a useful way of finding all of the incidents allocated to her or him and passing them to another service provider Found incidents The list of found incidents will show the unique incident number the date and time when the incident was first registered as well as location and resident information see figure 5 8 You can use the Options menu to attach notes to an incident if you wish or more importantly you can edit the incident as discussed earlier in this chapter in the section on Creating and updating an inci dent If you wish to view an incident you will be shown a window such as that displayed in figure 5 9 N
3. Aalanal Acton ba particular range of dates such as between June and Creating calls histories ek F Operator ld f Harms The Calls History maintains a record of all incoming ls and outgoing calls Sometimes however it is neces Tie sary to create a call in the history For example in a Lazi Hame l busy period all of the telephone lines to Vision might Fire Horne have been engaged and so maybe another line was fF Astened Cally One used to call a contact Alternatively someone might Croate Cancal have called the control centre using a number and a line not connected to Vision Even though these tel Figure 11 6 It is possible to search for a call according to the address from where it was made the name or the resident or details of a referral ephone calls were not made through Vision a record needs to be kept and this is why calls can be cre A11 4 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Cal Tite ja tie Loreiion melirg C Canny Dais E Contact C Cara Hng C 17 7 1 1 Erd Urt Ie i j f r pl El DE Conceal Figure 11 7 When creating call histories you will be guided to enter information in a particular order ated This facility can also be used if the Vision database is unavailable for any reason and calls taken and made need to be a
4. Weinland ULE cation BT Code Change PLEASE HOTE Tie numbas which ae checked ine pogan dialog have been changed snd should ba peogesmemed into the equipmend nner London 10171 Chutes London IE Fotemouth 01706 ro Southampisn 111700 Boa local numbers wi be inerpieted as ongensing from thes location Figure 12 2 Before finally making any changes PNC3 Vision will check the location of the dispersed unit with you A122 Chapter 12 UK Phone Day 2 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Dhf man bode his nowy T list of emergency numbers to call How i Tet ETD ever other numbers in the home com By The Cupbasid munication unit will remain unchanged Ts 5 See Chapter 11 of this volume for infor mation on programming emergency Equpment Frera huhom Hons numbers Phone Ma 00977 663567 nad A side effect of programming with 9 Pros He Ak Phora out Enquire For the older and less func Petters Call Disabled tional home communication units pro Date gramming just the first emergency a 77 kee Be number should work well However a Modified 77 June 1288 Ey BOE Close problem may arise in a minority of cases This is where a unit calls your control Figure 12 3 The detailed dwelling view available from the Location Summary now includes a Phone Day button centre because your control centre is t
5. When you are dealing with a call from a resident connected to a scheme alarm you may hear a periodic beep in the background This beep indicates that there are other calls from units con nected to the same scheme which need to be dealt with Selecting non alarm speech units The Calls on Scheme window not only allows you to select calls that are waiting to be dealt with you can also select speech units that have not raised an alarm In other words if there are calls from speech units 1 3 and 5 you can select speech unit 9 and speak to the person in the flat with speech unit 9 You might want to do this in an emergency if speech unit 9 was located in a flat used by an off duty warden Holding a call Imagine that you have selected a call from a resident Mrs Jones who tells you that she has fallen and needs assistance If you use the Location Summary to call a contact then her call will be automatically held Once you have finished speaking to the contact the call from Mrs Jones will be automatically unheld In this way you can reassure her that help is on its way Likewise if you select another incoming call then as before your call to Mrs Jones will be automatically held Once you have finished with the incoming call then the call from Mrs Jones will be automatically unheld once more You can also manually select Hold call from the Call RETIRE View Date Conique He menu see figure 10 16 However if you manually hold a Alan J
6. a grouped scheme alarm only requires one telephone line for many residents instead of one telephone line per dwelling a grouped alarm contacts the warden first e information on a grouped alarm is held in the database at scheme level This last point might seem a bit obscure and so we will consider how the data on schemes is dealt with in more detail In figure 4 9 is a diagram showing information or data on a scheme Some information such as police and ambulance contacts are linked to the scheme Other bits of infor mation such as names and telephone numbers of relatives contacts have been linked to resi dents Other differences between dispersed alarms home communication units and schemes will be dealt with in the chapter on handling calls see Chapter 10 this volume A scheme or grouped alarm has some contacts such Esreermepeerreer 1 as a plumber a Tunstall Telecom maintenance engineer pion Fleunder or a lift engineer linked to the location to the scheme E Dispersed Lint 6 The wika 4 Hobe itself This is because these numbers are the same for all a i i es residents Other contacts such as relatives for each resi 6 CE dent are linked to the resident In this respect a scheme g H Smith or grouped alarm is the same as an individual dwelling Figure 4 10 In a scheme some information is linked to the location and other contact the telephone number for the ambulance service is linked inform
7. number However this will only happen if the key is configured to act as a fast dial key If it Figure 11 36 The user keys on the Lifeline 4000 are numbered in this way A11 24 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision is configured to act as some other type of key such as the Away key or Intruder key then this number will have no effect Consequently before entering telephone numbers for fast dials it is important to make sure that the key in question is configured to be a fast dial User Options Selecting the User Options tab will produce the window shown in figure 11 37 The User Options tab is identical to the one for Lifeline 3000 except that the inactivity options are different Assurance Tones This sets whether the home communication unit emits a tone once the inte gral button radio trigger or pull cord has been set off This tone assures the resident that the home communication unit has registered the alarm and is going to call the control centre Some residents may find these tones irritating and this parameter allows you to turn these tones off for these customers Telephone Line Monitor When Lifeline 4000 loses its connection to the telephone line it will announce a warning to the resident Again one of the most common causes for this is when the telephone line is unplugged during cleaning
8. 1998 1999 2000 Tunstall Group Ltd PNC3 Vision re Ecepruri Enpa IC enter oer Hs re pienz ETE gt Da Opoa Ar we Parc Cal rel ch Fade Loma Erie Friu Engis Fr Fm CSL CEE ET r F Fed EE ceci Pos cart ed pat dede ee Figure 11 26 The Inputs tab allows you to set the meaning of the input i e what sort of alarm is it displayed as when the call comes through to the control centre Inputs It is possible to connect smoke alarms intruder detectors pull cords or other equipment to the telephone The Fixed Input field see figure 11 26 allows you to set thetype of equipment that is connected For example you could connect an extra pull cord and choose Pull cord N C The N C stands for normally closed This means that it is a pull cord that breaks a circuit when it is pulled N O stands for normally open and means that the pull cord makes or connects a circuit when it is pulled Which you choose depends upon the equipment you have selected PABX Some home communication units will be connected to internal telephone exchanges that require an extra digit at the beginning of the number before they can be connected to an outside tel ephone line The radio buttons in figure 11 27 allow you to select one two or no digits to be inserted before the control centre number is dialled Detect Dial Tone Some internal telephone exchanges take some time to allocate an outside line When Detect Dial Tone is selected th
9. Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision creating call histories A11 4 different types of background call A10 19 histories call A11 1 holding a call A10 10 holding scheme calls A10 11 holding calls and problems with privacy switches A10 11 how Vision handles calls A10 1 inactivity A10 18 internal calls A10 20 opening doors A10 7 previews A10 3 referring a call A10 12 requeuing a call A10 12 service calls see services volume adjustments A10 6 care managers creating care managers A6 8 client data B6 4 communication protocols internal to Vision C1 3 Communicall Vision A10 4 computer hardware A3 1 operating systems A3 2 software A3 2 configuration file C2 1 configuring authorities C4 6 call actions C4 3 call reasons C4 1 characteristics C4 4 contact types C4 7 equipment C4 8 incidents C4 9 Invoice Manager B6 2 keywords C4 4 organisations C4 9 why configure C4 1 contacts attaching to dwellings schemes and residents A8 7 calling see dialing creating A5 13 creating a scheme contact A6 5 editing contacts from a location summary A9 9 linking see attaching Convert Text A5 13 Current Duty Status A6 3 Reference 1 Index R7 3 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision data protection see law database destroying C5 1 system status indicator C6 2 Vision s relational database A4 3 what is a database
10. isur Schere System Events Chess Cal Fa Liveling arm Cad Tene FS en Ein Lapasan w Far Voka Lip FE Equprent Lebel w Cirat Tied Volumes Dom F7 Ugsnzsion w Call Notification Use Speech Und Fe Copaci ses Disc ee ma d Pis A Bras Silir Dia npened mei mise i pena F Ale Passend Dis Telephone mie din Chase i 1 Hiiti h a en hw FI Hatier H ur A 5 Pjaciri Plage ta a Flere Cal Tetephone Descioy ingnicing F pi Baak cine Cl Actors Piper ET Programing im cn Bee Models Corsa Tipit Serme Types Jupes Status cboa Agbor 5 bats Re initialise Station This option resets the station It is useful if the station is not performing as it should and it preferable to rebooting the station Nevertheless this should not be your first choice of action if problems develop see Reference 4 on Troubleshooting R1 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Logoff This menu choice will close down all of the applications you are using and will log you off Your logoff will be recorded in the event history In order to use the station again you will have to log on R1 2 Reference 1 Menu Reference Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Function Keys Fastkey Function Key Summary Fl Help F2 Use Speech Unit Use Headset F3 Select Call F4 Clear Call F5 Call T
11. user within Windows NT Remember to do this you must be logged on as an NT Domain Adminis trator such as MANAGER You must use User Manager for Domains not the less powerful User Manager which only administers the workstation on which it runs Usually User Manager for Domains will be available C3 10 Chapter 3 Creating and configuring operators Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Volume C Managers and Administrators PNC3 Vision on the server It is recognized that this is a rather long process but it is a consequence of the high level of security inherent within Windows NT To change the password using User Manager for Domains find the user in the list of Usernames and double click on the user account in question in the list You will then see the window in figure 3 12 and from here you can change the user s password Remember you must change the pass word to the same password you have just set to allow the user to access Vision Chapter 3 Creating and configuring operators C3 11 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision C3 12 Chapter 3 Creating and configuring operators Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Configuring choices operators can make The choices operators can make within
12. Chapter 1 Equipment B1 3 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Mode sa L Adip Caltha Berg Mn en ei TS rad Irisi Si CE DEMONSTRATION al Ha 4 i 7 TALLED E p Lhr nice Eau diode ji CLASS Respond CASSE IMs Ose SCOR Gran Cormier lof Grup ar Haven TIL Figure 1 6 You can select search criteria for the major fields using their associated menus Equpment Seach Advanced pios Sort Equipment Omen Location Figure 1 7 The Equipment tab for the advanced search is much the same as the entry form for creating equipment and Advanced search windows you can select the entries for the Type Model and Status fields from their associated menus see figure 1 6 The Advanced Find window contains three tabs Equipment Owner and Location If you are unclear about how searching using tabbed information works then see Chapter 8 from Volume A The Equipment tab con tains much of the informa tion found on the form for creating equipment see figure 1 7 In addition you can tick the Include Deleted Equipment box Some equipment may have been deleted However in a database items such as this are only marked as deleted they still exist Figure 1 8 Scope is the width of a search B1 4 Chapter 1 Equipment Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Visio
13. Chapter 3 Creating and configuring operators Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Much of Vision can be controlled without the use of a mouse The Privileges tab follows the same philosophy and you can move between the different privileges using the arrow keys on your keyboard You can switch between the on off states using the space bar on the keyboard Data privileges You will see from figure 3 9 that Schemes can be Viewed Printed Created and Edited Operators who have Edit privileges for any type of record can also delete these records if they wish Edit privilege also allows operators to perform global edits If you have used previous versions of PNC3 then probably the best way to get an idea of who should have which privileges is to use the Operator Default buttons see figure 3 9 Standard call operators for example can only view and print schemes and dwellings However they can create and edit any type of note You can click on one of the default buttons to set a range of privileges and you can then change some of these privileges to tailor them as required The Data privileges that can be set include e Schemes e Dwellings e Contacts e Security Diallers e Equipment e Calls History e Service History e Organisation e Service Providers e Notes e Operators Data Configuration e Maintenance Manager e Telephone Directory
14. Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision new FAULMAMAGER Mo call queue Sretem Cal Das Coque ERA PHC Help Syden F1 About PHC Wissen Spem 4 Wieg fied SZIK CPU Pentan Fio ag m PHC Versione Tepe Stars Sp 4 Pees fi SATCHALINE amp E 80011 1998 Hi SE Speni TEOHHE SATEDIT ERE LINIE UT Gerumnelrnbel callsct eus 61 511 caca exe 5 1 53 Calls ox 5 1555 u di 51 558 CALLKIOD ERE 61 5138 TALLAEAS EXE 61 515 Lord ee 41437 Sue bo Fie Aetesh Commencing verion rablslion en rh depicted 671 026 tre 1528 Kabidan complete Inconssi ncss Found 1 Figure 2 4 The About window shows the version numbers of the different software compo nents used within Vision PC Software Version The PC Software Version field shows the version number of the Vision software This can be of use when support engineers are diagnosing problems It is also used by Vision to check if all stations are running the same version of the software If some stations are running different versions of Vision this will be reported in the Event Log see Chapter 6 of this volume The various software components that make up Vision also have their own version numbers These are shown in the Vision About window see figure 2 4 The About box can be produced by selecting About PNC from the Help menu at the top o
15. If the numbers need updating then you will be shown the dialog box displayed in figure 12 2 PNC3 will check the location of the home communication unit with you This is important because PNC3 needs to know where the home communication unit it in order to know whether any local codes need to be changed i e an extra digit added before the number Non tunstall equipment Tunstall home communication units such as the Premier and Lifelines support a feature called Enquire This is where PNC3 Vision can ask these units to send the numbers programmed into them down the telephone line PNC3 can then check these numbers Older equipment and non Tunstall home communication units do not support Enquire This means that PNC3 cannot work out whether the number needs changing or not To cope with this PNC3 will inform you the call operator that the unit does not support Enquire and will pop up the Program window as long as you have the programming privilege The number of your control centre will be automatically inserted into the first field as long as your manager or administrator has enter the control centre number in the System Config win dow To reprogram your control centre number into the telephone just press the Program button PNC3 Vision will then insert the telephone number for the control centre into the first place in the ET Code Change The location of dee und has basn here Tran Ihe dattes bub por may aimed bo charge it hee
16. y E OFF ShtPeiod fray SSS Edit from the Options menu Al OFF ternatively you can double click T Menge wath exacting on a day and in either case the window shown towards the right in figure 3 11 will be displayed Figure 3 11 Double clicking on a day or selected range of days in the window on the left will produce the window on the right At the top of this window there are two radio buttons for selecting whether the service provider is working i e Day on or is resting Day off If the service provider is working then you also need to know his or shift start and end times Of course some people work shifts that begin at 6 or 7am while others start at 9am Rather than enter in each shift time shift patterns can be entered into Vision see Chapter 2 from Volume C of this manual These shift patterns should be entered by your control centre manager or adminis trator In the case shown in figure 3 11 the shift patterns used for the control centre operators called Management Reports also applies to the service provider All you now have to do is to select the Shift period such as Early or Night B3 6 Chapter 3 Organisations Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Searching for organisations If you only need to create one or two Orgeniestions Seach organisations then pressing the Find ren button without entering any sear
17. 1999 2000 Tunstall Group Ltd PNC3 Vision Dialling schemes Calls to scheme con EI Des Cote Help trollers are always in Dial Oui Telephone x half duplex only Once Entes alelephone rarsber Waid characters ae dis Vision has made con ar er le CUS ser tact with a scheme LbeHearketHancke F2 ee controller it will 5 a Deal Schere P LH me BH x ae present you with a Dial Dispersed ae Calls on Scheme win RE z dow that allows you to Tobas select any speech unit Figure 11 10 Calls can be made to schemes dispersed home communication units or any other telephone number although you should ensure you use the correct dial out window for schemes dispersed units and ordinary telephones Location Summary for It will also present a the scheme which will allow you to list all residents and select any you wish to speak to Choosing the protocol Some control centres have outfield equipment dispersed home com munication units scheme alarms and security diallers that use protocols other than those pro vided by Tunstall This equipment will need to be called from a LIM Line Input Module for con necting to a telephone line that has been specially set up to handle the protocol in question If you select a protocol such as CASS see figure 11 11 then Vision will automatically select a LIM that has been specially set up and can handle the CASS protocol Last Number Recall The tick box called Last Numbe
18. Alarm sequences What is an alarm sequence There are up to ten alarm numbers that can be stored in a Lifeline 4000 but which order should the numbers be called in For example if a resident presses the integral button and raises an alarm you might want the home unit to first call the next door neighbour a personal recipient If a smoke detector raises an alarm however you might want the home unit to call a control centre first An alarm sequence is a list of which numbers to call and how many times to try each one before moving on to trying the next number Different types of alarm can use different call sequences ber Epai mi Fr farce Fer Cal Input Speech Kara Erie Imah Tiaa bock Ep Li Aden Fer Asa i EEA Alaa Tropen Seppe Lis Fax zer Option Fig Erap aie F r Pipe Lind i Di isad LI sa C D SE LL ie Le eg ir Figure 11 29 The equipment ID is also called the unit ident or ID A11 20 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Popara Lieben 20D rose ID Piel Ez rare Epari Dabitid sa Sara Pde Call ipae Speech orasiErie Speech Tiga Geek Esp Il Farm Per Alaa E As Tropen Mego Lias Ha Uzer plere Pacs Erop are Fi Ct fC CENT NT ray Aen ca ra poo As rerd rd I VE ra Recor rey Ee a DE 707 m u C
19. Copyright 1998 1999 2000 Tunstall Group Ltd a Egupmerd Hibores Disperzed Alsn Lieline 3000 rtona Blaths Ewent Dnie Operator Reason en Crested ES Mes 19 13006 pm WIKE Figure 1 14 The Equipment Histories window displays both an allocation history and an event history To view the history of an item select it in the found list MES 4 Equipment Events Fila see figure 1 12 and select His tories from the Options menu Ft Hmiow Deed Date l Updated service dat Eron Global adaed Dale Ta Berst Detauk Event History The Allocation History shows when a unit was Figure 1 15 It is possible to filter a long events history so that only some events are viewed see figure 1 13 You will be _ presented with the window dis played in figure 1 14 with two tabs Allocation History and allocated to a resident when it was taken back into stores and when it was allocated again The Event History shows when the record for the item of equipment was altered For example if you were to update the next service date then this would show as an event Not only is the time and date of the change recorded but also the operator who made the change Filtering events Over time it is quite likely that some event histories will become rather long Consequently it is possible to select Events Filter from the Options menu in the Equipment Histo ries window and select only some ev
20. Creating calls Sometimes a service provider may not be able to make a service call Maybe the call was forgot ten or there is even the remote possibility that the resident s home communication unit did not work properly If the plumber Mr Handy Plunger rings into the control centre to say that he has forgotten to send the service call for his regular inspection from Mrs Smith s home communica tion unit and he knowns she was going into town so he cannot easily return to make the call then a call operator can manually create a call To create a call select the Create button in either the brief or advanced search windows or select Create Call from the Options menu at the top of a found list of existing calls see figure 4 7 Once you have selected Create you will be pre sented with the window shown in figure 4 8 You Service History Al can enter the location by entering the identifica pions Sen tion numbers for the dispersed or scheme dwell escort On End Date fod dune 1258 11 ing Alternatively you can press the Find button to Stats 07 June 7 Serice Juge li find the house or flat where the service call Should pad Dais Eire Service Code 3 have come from i Dusetion imin 5 Cigale Find The date and time of the service call willbe _ ET See Hutoy Search entered for you as the time when you opened the pram Create Call window by pressing the Create button e Ire E Sasich Ciera However you can edit
21. Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision these for a particular dwelling or any location For example you could set the priority for a smoke alarm situated in a kitchen to a lower level You could also set the text that an operator might see to be something special for that dwelling such as This is the smoke alarm in the kitchen Why TT and BS The TT stands for Tunstall Telecom The BS stands for British Standard A home communication unit might use either code and there is a table for each type Normally you will be using all BS codes or all TT codes The Tunstall codes since an innovation called TT92 can include more information than the BS codes Unlike some competitors telephones and control centres the Tunstall codes can include information on the location of the alarm as well asthetype of call Creating a resident In the previous section we considered the steps involved in creating a dispersed dwelling a dwell ing with a dispersed home communication unit in it In this section we will go through the steps needed to create a resident Choose Create Resident from the Options menu in the Dwelling frontsheet peel VOU Neve Pet The pense alien available and pressed the OK button you Flannder will see the dwelling frontsheet see figure Hem Dweing Ireni Draing Find Dvig 5 14 You may recall from the last chapter that frontsheets are used to dis
22. Fi Erap de ie u F F Tra M Tor Fies M Fa Fapa Dsl E ils F Hab l Haim r El r hrs 2 Paco tai F Tunstall r Tus M BS Tied r ETH Spey ha berg et pc jim rt Figure 11 20 Repeat dialing determines how many times a number is called before the unit moves on to try the next telephone number Chapter 11 Call histories dialling out and programming A11 13 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision riere Equa i rece Faod Cad Inpub PEST PRES Pism sal Erie Eqsertil Alma re Hti z Lion ice Did etd idee June Frs Er r T nea lon D baa Ti T Takhe Lire bima E D Taa Line riy gt Posse mo MT Pose oo acip La Ena T keit Cay Grete Fai CO et Ve Dee Ta a Uhr 7 Hr eee EH hs ET re Late Cul Le nd vail Br iy Figure 11 21 Residents living in rural areas often want the line and power monitoring turned off User options Selecting the User Options tab will produce the window shown in figure 11 21 The User Options tab is the one most likely to vary according to the type of equipment you are programming The window shown in figure 11 21 is for a Lifeline 3000 The windows for other models will not have all of these options while the window for Lifeline 4000 will have more sophisticated options Assurance Tones This sets whether the home communication unit emits a tone once the inte gral button radio trigger or pull cord ha
23. In other words Vision does not normally need to know when the time changes because as long as Windows NT has the correct settings Vision s time will be set for it when the change over occurs However these times and dates are needed in these fields to transmit to Piper PT units during programming so that they know when the clocks go forward or the clocks go back If you do not use PREMIS and Piper PT then you do not need to enter anything into these fields Working Pattern Length The working pattern length is the normal shift cycle with the default being 14 days and the maximum being 45 days For example if all operators work nine days during a fourteen day period and have five days off then the cycle is 14 days If they work 4 days in any 7 day period with 3 days off then the work length pattern should be set to 7 days Maximum Task List Length If you think of the rota as a sort of diary then the Maximum Task List Length is the number of days the diary covers The Maximum Task List Length is normally set to 180 days with a potential maximum of 208 days In other words the diary normally covers a time period of approximately six months The reason it has to be limited is to prevent it from unreasonably increasing the size of the database Historical Days The rota can be used for planning operator shifts into the future However it can also be of use when looking back to see who worked which shifts The drawback of keeping records stret
24. Radio triggers Many residents carry a small radio button If they press this button it will send a message to the telephone or unit to tell it to dial the control centre The home communication unit will then tell the control centre that it called because the radio button or trigger was pressed rather than the integral button the large button that is part of thetelephone Radio Figure 2 2 Residents often carry a triggers are also frequently referred to as manual triggers small button or trigger When pressed it sends a radio signal to the alarm unit which then calls the control Pressure mats and movement detectors tentr Smoke and heat alarms Sometimes a resident may have a problem such as an early morning breathing difficulty He or she might not even be able to press the radio also called manual trigger Conse quently some Tunstall units have been made to work with pressure mats and other activity sensors These pressure mats and infrared movement detectors were originally designed to detect burglars If an intruder Figure 2 3 Detectors that check whether the resident is up and about can be connected to a home communication ever they can also be placed around a resident s home If unit trod on a pressure mat or moved back and forth in front of a movement detector they would sound an alarm How the resident does not get up in the morning by a certain time and does not walk outside the
25. They tell the operat ing system software what to do and providing their request is allowed this instruction is then passed on to the hardware Windows NT As mentioned earlier if you are totally Rte new to computers then you might want Zistem D Fais Prrfrer Hab F Document Wordf si Fie Ect View jnt Format Help you how they can be used Alternatively oje ela ale a je ou might want to read an introductor y g y Tires Mew Roman eea fio HB to consider taking a course that teaches book The notes here are brief they are no substitute for a good course or a well thought out book Eur AUDE The PNC3 Vision system works with oa glad to hear Chat Mara Seth haa recovered Fran his fa the Windows NT operating system The P Fo Help piii FI Windows NT operating system is just _ Figure 3 8 It is also possible to run other software on Vision one operating system there are oth computers such as wordprocessing software for writing letters ers Windows NT the NT stands for Chapter 3 Computers and the PNC3 Vision Control Centre A3 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision New Technology looks a lot like Windows 95 the operating system now sold with most home PCs However Windows NT is better for computers that have to be linked together on a network The previous version of PNC3 worked on Windows 3
26. You are reminded to press the Con Logon using Disha Hear trol spelt Ctrl Alt and Delete keys on the keyboard to gain access to the dialog eme e ECS box that allows you to enter your name Figure 5 2 You enter your username and password Notice that your password is only shown with asterisk signs A5 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision and password Once you have managed this you will see the dialog box shown in figure 5 2 You need to enter your username and password in the spaces shown in the dialog box see figure 5 2 Notice that each letter or number of your password is displayed as just the same character asterisk character This is to stop someone looking over your shoulder and seeing your password Once you have logged on which can take a few seconds you will see a window called System Status This is only something more experienced operators will be interested in and so you can just click on the Cancel button to get rid of it Problems logging on Lowercase and uppercase letters in a password If the computer does not accept your username and password then you need to check that you have the correct username and password with your manager or administrator Before you do this check that you have typed in your password in the correct way You must enter your password using the correct uppercase and lowercase lett
27. call and Haven C2 10 Chapter 2 Amending Vision s configuration Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision BS Codes Home communication System Configuration units can be set to use the Emict Basco UM Versions TTS Locations TT Codes British Standard BS7369 TT Scheme ESCodes ES Pine Security Codes protocol instead of the protocols provided by Mo Fad Tig Mo Loch Tunstall The text and pri srl tra an f 11 5 Fiend Tig Local Linse orities associated with h call d b t 12 5 Freed Tig Bedim each call code can be se i 11 5 Fred Tig Bahon WC using this tab see figure ha 5 Fused Tig Kichen 2 13 The call codes can Feed Tig Living Fioom vary from 00 through to hs 5 Feed Tig Halten 99 although the priority f7 5 Freed Tag Mol Alocsed 5 codes from 0 to 9 are if Freed Tig hap Sm ler the same as for the Tunstall protocols Ak Edt Dabei When a home com ee Led munication unit using the Figure 2 13 The BS Codes tab allows you to alter the priorities and text associated with calls that use the British Standard Protocol BS protocol sends a mes sage to a Vision control centre it also transmits a priority This priority is overridden by the default settings in the BS Codes tab see figure 2 13 In other words it is usually disregarded and re placed by a default
28. call then you have to manually unhold it in order to deal with it Vision will not automatically unhold it for you It is possible to hold any type of call whether it is from a home communication unit a dispersed dwelling or a Ues Hesdssl H ndesi FZ scheme controller It is even possible to hold outgoing calls Dial Schere Internal calls generated by the server as part of Vision Dial Lipata otal Telephone can also be placed on hold Internal calls are dealt with towards the end of this chapter How many calls can I hold You can hold as many calls Figure 10 16 Calls that are manually placed on hold have to be unheld not be good practice The number of calls you can hold is manually as you wish although holding a large number of calls may A10 10 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision limited only by the LARMES number of telephone lines into PNC3 Vision 1 OPEN Haven 10 511 3 Residents If there are eight lines Le 1040 14 OPEN Unit 5 Integral Button and you have held eight lal PET aig Lind 1 iisa Buton faal iiai aird rt Idee Eare El calls there will be no Cal volane Call Tore more lines free to take Hold mwe calls Remember a call iy a Cab On Scheine cd Lance from a scheme control ler only takes one line Figure 10 17 The Calls in Progress window ca
29. dimer enerom Ansage Manging Users lames Daken das Series Pacte Can lapels Speech Reden Speech Finger Tisch Progam inym E Fiad Free ea Fi farke kinin A iTi Se hea COME PQ ces ee Figure 11 41 You can use this tab to determine the meaning of an input In other words you determine how the hard wired input is displayed when an alarm call arrives at the control centre The Lifeline 4000 can accept up to 25 different radio trigger inputs However it is still possible to connect a device physically such as a smoke alarm intruder detector or pull cord etc The Fixed input field see figure 11 41 allows you to set the type of equipment that is connected For example you could connect an extra pull cord and choose Pull cord N C The N C stands for normally closed This means that it is a pull cord that breaks a circuit when it is pulled N O stands for normally open and means that the pull cord makes or connects a circuit when it is pulled Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A11 29 Volume A Basics PNC3 Vision Speech Lifeline 4000 can speak various messages to the resident It can announce the numbers that have been pressed on the keypad which is useful for residents with visual disabilities and will tell the resident when the unit is about to call the control centre after an integral
30. dwellings and security diallers Characteristics can be set for Resi dents as well as Dwellings Schemes and Security Locations Diallers To create edit or delete characteristics select Characteristics from the Configure menu see figure 4 5 As with other configuration win dows you can create edit or delete a characteristic When you create or edit a characteristic you will see the win dow shown in figure 4 5 In addition to the field that allows you to change the name of the characteristic there is also a priority field This can be set to any value between 0 and 99 Char acteristics with a lower number such Dwelling Location Chmsactenslioz D vesting Tepe Ciesla 1 Emphy 1 Flou Eh z Pipay Type 3 Hobie tad Deki 10 SMOFE CETOA f 70 HOUSING CAT Pit TT Module 76 Heating Tpi Ghi P Ana Locair Dealing Type Dhoices Burgar Deue Dretached House i ie Steed ech Hous Laits Pire Figure 4 6 The choices associated with each characteristic can be created edited or deleted as 1 or 2 appear first in the list of characteristics when displayed or printed Characteristics with a priority of 91 or 92 appear close to the end of the list of characteristics The priority for each characteristic only alters the position of each characteristic in the list Editing choices Characteristics also have choices For example the characteristic Gender has two possibilities for op
31. e Personnel Rotas Shift Periods e Events e Referrals You many notice that Notes has an extra privilege called Any Edit Operators can normally only edit and delete notes they made they cannot delete or edit notes made by other operators An operator with Any Edit privilege however can do precisely this they can edit and delete any notes regardless of who created them Chapter 3 Creating and configuring operators C3 7 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Global privileges Call Handling Logon An operator with this privilege can log onto a call handling station Data Logon An operator with this privilege can log onto a data handling station Select Call An operator with this privilege can select a call when logged onto a call handling station Dial Out An operator with this privilege can make outgoing calls A call operator without this privilege cannot make calls to contacts and so must have this ability However a call operator who was only taking non emergency calls might not need this privilege Program equipment An operator with this privilege can program dispersed home communica tion units such as Lifeline and Premier Call Notification Privilege An operator with this privilege can turn off Call Notification using the System menu This means that they will be able to set their call handling station so that they will no
32. or when furniture is being moved about for other reasons This tone reminds the resident that they need to plug the telephone back in Residents in rural areas sometimes wish this to be turned off in case the telephone lines cut out in the middle of the night and they are needlessly woken by the noises the unit will emit Power Monitor This is a warning the unit will emit when power is lost i e its transformer is not plugged in or there is a power cut This tone is useful because some residents will remove the transformer from the electrical socket while using a vacuum cleaner but might forget to plug it back in again This warning acts as a reminder Again some residents live in rural areas where the electricity supply can cut out in the middle of the night Consequently they do not want to be woken by their home communication unit every time the electricity supply cuts out and so this feature can be turned off re Epari Dimi athe frag Cu Ace Fir Cal re Sac braai Eris Jah Tegan Cicck Ep L Ada Act Alaa i equa Alem Tropen Beppe Lise Pat zer pere Fig Erp ie T Ana ome DV btan Tis T Takpa Lra Hima E D Teka Lire riy T Pe mo MT Poser hiy T Insassen Cas Ena FT Fair Cally Grete Des rasta leach al ayk F lesii Cl Da A t Wo Tigas F 3 kr p Eim r Tip ae Sal opora ahh coton hon a eee orne vat ae Figure 11 37 Inactivity monitoring using a Lifeline 4000 has a wider range of options Chapter 11 Call
33. that are no longer linked to earlier than the purge date will be destroyed major records such as dwell ings or residents For example you might delete a keyword This means that the keyword can no longer be used to describe residents but you can still use it during searches However the key word will remain in the database as it still contains references to text descriptions of some resi dents However once the keyword falls out of use and is no longer linked to any resident it will be deleted Purging deleted items will remove any items that have already been marked as deleted and are no longer used by any record Calls in Calls History that have been marked as deleted are an exception to this A call marked as deleted will be hidden during analyses and searches unless the option to include calls marked as deleted is selected but will not be truly removed from the database using a purge of unreferenced deleted items Only a purge of calls history will remove a call marked as deleted permanently when its date exceeds the purge date The following are removed by purging unreferenced and deleted items e Operators e Characteristic Choices e Characteristic Categories e Call Reasons e Call Actions e Call Referral Actions e Equipment e Equipment Models e Equipment Types e Equipment Status e Care Manager Types Chapter 5 Backing up the database C5 7 Documentation Version 5 40 Volume C Managers and Adminis
34. the correct capital and lowercase letters For be used to turn Convert text on and off There is also a light or indicator that indicates when Scroll Lock is on and off example if the password is letmein the com puter will not accept Letmein or LETMEIN The same is true of searches If you ask the database for all residents called Elizabeth and several of the entries are typed as eLizabeth the database may not find these Convert text corrects these mistakes as you enter information into Vision If you type the word eLizabeth Convert Text will correct this to Elizabeth You can turn Convert Text on and off using the System menu at the top of the screen see figure 5 19 You can also turn Convert text on and off using the Scroll Lock key on the keyboard see figure 5 20 When Scroll Lock is on then Convert Text is switched on When Scroll Lock is turned off Convert Text is turned off Creating a contact You may recall from previous chapters that contacts are people who may be able to assist the resident should he or she require help They can be relatives health a Drerefling Fronteheet workers or even someone who undertakes odd jobs ve Willen 4 Holbeck Flac Create a dwelling contact using the Options menu After creating a resident you should be able to see the Chants Resident i dwelling frontsheet with the resident now shown see pores Bu figure 5 21 Choose Dwelling contact fromthe Option
35. you can see will be programmed Dan Figure 11 16 The Enquiry process can take quite a while to complete if many parameters have been selected Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Lifeline 3000 User Numbers Selecting the tab called User No s will produce the window shown in figure 11 17 This tab is for fast dial telephone numbers These numbers are the telephone numbers that will be called if the fast dial buttons are pressed on the top of the home communication unit These buttons work very much like the buttons on ordinary telephones that allow us to store favourite numbers so we can easily call them The difference is that Tunstall home communication units unlike ordinary telephones can be changed or programmed from the control centre Programming Lieliee BN Erkner ID MPATE supra igus Speech Pee Eure al Erir Luna zer plere in Hated sa Opora Er Er cest ae DHL ep card cen FL Erquie evn erg Fi Pre iir ar all rg F 1 je BEE PTE T DER F Figure 11 17 Values in the Enquire fields can be dragged to the Program fields Alarm Numbers If you press the Alarm No s tab you will be presented with the Alarm numbers fields shown in figure 11 18 The Alarm numbers are the numbers the telephone will call in the event of an alarm Imagine that a smoke alarm connected
36. 0 nennen nenn nnnnnennnnennnnnnn Al 2 Volume D Management Rep orts anne enter Al 2 REP EEN E DE TEA TA E E E A EE A1 2 Tunstall and PNC3 Vision nn nssssnssssrsnnscsenannneennaneneennnneeeenneneennneneennneneeenaneennneneennnnns A1 3 What does PNC3 Vision dOR u nenn ann nennen nnd Al 3 What features have been added or improved A1 4 2 Telephones and control centres a guide for new users Why do vulnerable people need a special telephone auuussunnanunnnnnnnnannnunnnunnnnnnnnnnnnnnnnnnnnnnnnnn A2 1 Why do control centres need computer based systems ss ssssssnssssnnnneenenneemnnennnnne A2 2 Problems with identificati Nisrin rn een er A2 2 The Need for speed ea E AT A a PEE E ee A2 2 The importance OfrecordSss a Ar Svinte ne a RE A2 2 What else can a Tunstall home communication unit dO zuuszunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn A2 3 Radio trigget Sena nn m HI eis ne dater tbe nent A2 3 Pressure mats and movement detectors nnnnn nn A2 3 Smoke and heat al arms nern here ee re Iida Pate UP A2 3 EOWSCEM per atures ee anne nr FEDER ee ee A2 4 Intrudercalarms an error pect anna rn EEE end A2 4 Fastdial numbers u nennen A head aa nt A2 4 What can a Tunstall Vision control centre dO uuuasanusnnnnnnnnnnnnnunnannnnnnnnnunnnnnnnnnnnnnnnnnnunnannnnn anne A2 5 Worried that you just will not COpe uursaanunnnnnnnnnnnnnnunnnnnnunnnnnnnunnnnnnnnnnnnnnnnnnn
37. 13 labels A8 11 privacy switches and problems holding scheme calls A10 11 privileges an introduction to privileges A3 10 setting privileges C3 6 profiles C1 3 programming see scheme or home communication units purging the database C5 5 radio triggers A2 2 ranges finding using ranges A7 2 finding using ranges of names A7 8 relational Vision s relational database A4 3 relative dates D6 2 referring a call A10 12 repeat dial see home communication units programming requeuing a call A10 12 resident creating a resident record A5 9 creating a scheme resident A6 8 rotas entering times and dates B2 3 historical days C2 7 maximum task list length C2 7 shift patterns and periods B2 3 understanding B2 1 working pattern length C2 7 S schemes an introduction to schemes A4 5 creating A6 1 creating a scheme contact A6 5 creating a scheme dwelling A6 6 creating scheme residents A6 8 importing a scheme address A6 7 programming A11 35 Phone Day 2 A12 1 changing scheme alarms A12 4 screen saver the importance of C1 7 search criteria Reference 1 Index R7 11 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision saving A7 10 restoring A7 11 searching see finding security default security codes C2 12 diallers creating A6 9 locations A4 7 security and passwords C1 4 within Windows NT C1 3 sensors heat A2 3 smoke A2 3 temperature A2 3 pressure A2 3 server A3 7 stand
38. A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Finding dwellings residents and contacts The last chapter dealt with finding schemes This chapter builds upon the information from the last chapter applying the information on searching for schemes to searching for other types of data This chapter also deal with searching for security locations before moving on to explain how contacts can be linked to schemes dwellings residents and security diallers using the find facili ties The quick find Telephone Directory is explained together with the Address Book for fre quently used names addresses and telephone numbers Finally the problems of leaving a search unattended are explained Finding dwellings using a brief search This chapter assumes you have read the last chapter and that you can use both the brief and ad Beben kim a vanced search to find schemes Mmi ldem Here we will consider finding GE een m Fa Figure 8 1 The Brief Find window for dwellings is the same as the Brief Find window for schemes except that there are two fields one ure 8 1 shows fields for both the for scheme IDs and another for dwelling IDs dwellings The Brief Find window in fig scheme identification number and the unit identification number If the dwelling is part of a scheme then the unit identification number refers to the identification number of the speech unit on the scheme typically
39. Alain Cal Aess rc Dugar Tansm Corio r Cie Daissi Types Contact Types Seen Types font Li oeri Tunstall Engereer Teshng Eri Figure 4 2 Call Reasons can be added using the Create button changed using the Edit button or deleted with the Delete button C4 2 Chapter 4 Configuring choices operators can make Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision in Calls Histories see Chapter 11 from Volume A The difference is that when a call operator next comes to select a Call Reason the choice you have just deleted will not be available as one of the options Entering obscenities and offensive comments A deleted Call Reason will not be completely removed from the database It will still show as greyed or with an asterisk during searches This also applies to other items you will set from the Configure menu Consequently you should not enter obscene or offensive Call Reasons or any other sort of operator choice It might be tempting to do this sort of thing as light relief when you are initially setting up and testing Vision However such entries even after they have been deleted can still be seen by operators during searches which can cause considerable embarrassment Undeleting As mentioned above if a Call Reason or Call Action has been deleted it will be displayed towards the bottom of the list in grey see figure 4 2
40. Background calls Some types of calls can be handled automatically by the sys tem thus reducing the load on call operators particularly at peak times e Electronic mail Operators can now pass information to one another in a way that is fast convenient and reliable e Call information Access to information on residents calling from schemes shel tered housing with wardens has been improved with multiple callers from a scheme shown in a list that can be easily expanded to show more information Data access Finding and editing of information has been made easier with ad vanced facilities for more experienced users Telephone directory A facility has been added that allows any telephone number anywhere in the computer to be found Chapter 1 Introduction amp Overview A15 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Address book The most frequently used telephone numbers and addresses can be stored in a convenient and accessible address book e Labels Sending newsletters and other information to residents and contacts has been made easier now sticky labels can be printed directly from Vision e Home Care Manager The tracking and management of regular services such as physiotherapy and meals on wheels can now run smoothly with a variety of new and improved functions e Maintenance Manager One off out of hours incidents such as a damaged roof or leaking
41. Boot To start or re start the computer To boot the computer press the CTRL ALT and DEL keys simul taneously You may need to do this twice if you are running in the Windows environment Another way is to boot the computer is to press any RESET button on the computer Case Sensitive A condition in which names must be entered in a specific lower case upper case or mixed case format to be valid Click To press and release a mouse button quickly Count When you have a list window within Vision with a number of entries you may be able to find out how many entries there are in the list by selecting Count from the Statistics menu Default Printer The printer that Windows applications choose automatically when you choose the Print command You have only one default printer Double Click To rapidly press and release a mouse button twice without moving the mouse Double clicking carries out an action such as opening an icon R6 2 Reference 6 Glossary Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision DPI DPI denotes the number of dots per inch This normally refers to printing capabilities Laser and inkjet printers normally print at 300 dpi or above The greater the DPI the greater the print quality Drag To move an item on the screen by holding down the mouse button whilst moving the mouse For example you can move a window to another location on the screen by dragging its title
42. Cal inpub PETE PRES Pisma Enie E qurar bar Ha Lire Urn Lisa psc Did H thd id Dora Aa Fe Erap de EO O mima E 4 E T Fip ip p Far Hast Tels contend penis hen re pab by bein spi Pemra moperd rad ee bed Baione Esch The el po ee ee en be mean bo foc Ela Sugar For camo AT ee iri he LE lot gi a es ae fern esp Contei Heu cal bees deers ancl Gad aed the sea Hier or ar p oma nase Figure 11 19 The pre alarm delay gives residents time to cancel a false alarm A11 12 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Dial options Normally a home communication unit will attempt to call a control centre four times before it moves on to call the next emergency number in its list However this can be set using the Dial Attempts field see figure 11 19 to any number of attempts between one and fifteen This option only determines how many times control centres are called A home communication unit will only call a personal recipient once regardless of the number set in this field Pre Alarm Delay This sets the time in seconds between the time when a resident presses the integral button on their telephone and the time that the home communication unit calls the control centre Normally this is set to just four seconds However some residents are prone to accidentally pressing the integral
43. Centre A3 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision The call operator on the first machine takes Julie s call and alters her details However as each computer has a copy of the database the details are only altered on machine A see the diagram in figure 3 14 If Mrs Smith calls because she has fallen and the call operator at ma chine B takes the call she will only have the old address and telephone number for Julie As you can see if every computer had its own copy of the database some copies of the database would be Figure 3 13 Call operators can speak to whoever has called using the hands free one copy of the data on a server Every time a call han speech unit or using the headset up to date while other copies would not The PNC3 Vi sion system gets around this problem by keeping just dling station needs some information from the database the computer asks for this data from Station B the server The server also does some work for each call handling station In particular il ili every time some information is re quested from the database the server a E 36 p Terrace Mpare Terrace does the hard work of finding the in ramli Cramvallahire formation and sending it to the call Database Crtabane handling station This means that the Figure 3 14 When each computer has its own copy of the call handling statio
44. Deste ELE Figure 3 10 The password for Vision can be changed without the original password being entered although Windows NT has to have the original password because of its in built tight security a Arne DAL ANETHE TU EE Books Unire Forgetting a password To change an operator s password you can use Edit Password from the Options menu of the Operators List see figure 3 10 To do this you must enter the previous password Clearly if the op erator has forgotten his or her password then this presents a problem The so lution to this problem is to only change the Vision pass word and then to use User Manager for Domains see figure 3 11 and 3 12 to change the password for this b BE Command Promp eos HT Esplai a dreidrae Tools Common m His Idee Seri Comman A Slertup LL Hamas wi Server Hanaga Fil Sper Policy Edit Ca Use Manage For D ona D windows HI Diagnostics ER coiere Figure 3 11 You must use User Manager for Domains not User Manager User Manager for Domains is usually installed on the server User Propestors Username ADDOW OF Cancel Full Haven Decio Crested as s PHC Mion Operstcs tee Passaat oT Cardim EEE Pasmat p O Uh hu Cgi Pacte ot Med Lego F Use Cannot Change Passed Fr Farmad Mere Espiner Account Disabied Figure 3 12 User Manager for Domains can be used to change user s passwords
45. Dvenlirg Bot ME Dup Selection C Gerd To Prie i Pini Al amp Pont Preview C Pini Selected Mal Recipe r r id Punter Setup Cancel LES Lee Figure 9 22 The print window or dialog allows you to print a brief or full report on the collection of records or list you have selected ipia 4 3 x a Requested by PAUL Lisi of Dwellings PW February 1938 10 1 Scheme ld Equip Id Primary Resident Address Ho Ey Pirs E Smith The Yells 4 Holbeck Place Sweitshore Cromwell Cromwellehin ORY 2DE 70 Pirs E Smith 22 Wondhead Road Woodhead P Cromwell Crorrwelshee CRA JIH 71 hirs E Smith Whio Cottage Long Road I Paddock Onire alle hire CP AH Figure 9 23 The print preview window allows you to see what a print out will look like before it is produced A9 14 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 9 Viewing and editing data Volume A Basics PNC3 Vision 10 Handling calls This chapter deals with handling calls from dispersed dwellings as well as calls from residents connected to scheme or group alarms After explaining half duplex communication calling a con tact is described The various actions that can be taken such as sending an alert or call tone changing the volume of the resident s home communication unit and opening doors and safes are introduced before the process of clearing a call is dealt with Next holding and requeuing a call
46. Ei Cal Tine Fi you encounter automated elie F Ex P telephone systems on out Vokere Diora Fr Mr pach Lin F2 Tone bound calls the sort that Un Im ME G L ask you to press 1 for an nr 4 E option or 2 for another Dia Tata phone l i a B option etc Hold Cal Fii 4 E 5 The Wait for Send fea Heq Call d ture allows you to enter Bregar ere ES the numbers you wish to Piper PT Progrennig wi Ee KE dial review and edit them Hal Cages T Walki Band before you press Send to Dip Toe Pa dial the numbers In other Figure 11 12 The TonePad acts just like the number keys on a telephone words the numbers you enter do not get sent until you press the Send button If you use the Wait for Send option you will find that you can select previous numbers that have been entered from the field menu at the top of the TonePad window see figure 11 12 Programming a resident s unit Home communication units in dispersed dwellings can be programmed directly from a Vision control centre There is nothing especially complex or mystical about programming a home com munication unit such as a Lifeline 3000 or Lifeline 4000 In fact programming is one of the easiest tasks to undertake Programming is simply the process of changing some of the param eters of the telephone In this section we will look at how you can program a Lifeline 3000 and then how you can program a Lifeline 4000 the mod
47. Fin famine ns ER Gre F en H CONTACT Hiz Eva Smh Rr cinrkt Ure Chada Figure 7 23 Find produces a list of found schemes Double clicking on a scheme in a list shows a summary of that scheme W Scheme best 511 Using Find to search for records produces a list of records that have been found Double clicking on one of the schemes in the list produces a summary of the data for Eqapment Haven TIC Aiit Eom F that scheme see figure 7 23 If only one record is found Giet ai Faa then Vision does not bother to show just one scheme in a Figure 7 24 The scheme frontsheet can be lin list but immediately displays a summary of data on the reached using the Edit menu one scheme it has found To edit a scheme once the summary of a scheme is shown it is necessary to select Scheme from the Edit menu see figure 7 24 However there are several steps be tween finding the scheme to finally editing it Consequently the brief find window see figure 7 25 has an Edit button Much of the time you will notice this button is faded and can not be selected It only becomes ac Figure 7 25 The Brief Find window has an edit button that allows you to shortcut the Found list and summary display providing you know the precise identification number of the scheme you wish to edit scheme you wish to edit tive if you enter the number of the A7 12 Chapter 7 Finding schemes Documentation Version 5 40 Volume
48. Incident actions Status window is used to define the terms used to indicate the state of progress With regard to a particular action rather than the incident as a whole Chapter 4 Configuring choices operators can make C4 11 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision C4 12 Chapter 4 Configuring choices operators can make Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Backing up the database This chapter explains the ways in which databases become corrupted and then goes on to outline strategies for avoiding these accidents The procedure for performing a backup is explained be fore routines for keeping regular backups are described Next the way in which one type of backup can be automated is dealt with before the weekly task of purging the database is de scribed How to destroy the database The belief that disaster will not strike is often engendered by a blissful ignorance of the wide variety of ways in which a database can be destroyed Limited damage to a database can some times be repaired by the engineers at Tunstall but most cannot Here is a selection of the ways in which the database upon which your whole control centre depends can be destroyed The hard disk in the server can fail Although comparatively unusual it is by no means unhea
49. Occasionally CLI will work even when wires are crossed However on the rare occasion that it works the telephone numbers CLI provides will be wrong Consequently matching the telephone lines to the correct sockets is crucial The third thing to check is the connection from the CLI box to LIMNET This allows the CLI box to send the telephone numbers it has acquired down LIMNET to the PNC3 Vision computers If your Caller Line Identification does not work after these simple checks then you should call a Tunstall engineer Figure 10 32 The red light for each line illuminates when a line is connected The green light illuminates when the lines is being used A10 22 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision en NE Figure 10 33 Only one switch should ever be down on each CLI box For box 1 only the number 1 dip switch should be down For box 2 only the number 2 dip switch is down etc Chapter 10 Handling calls A10 23 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A10 24 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Call histories dialling out and programming The record of calls made to the control centre the Calls History is introduced Both brief and advanced search
50. Pro vider If you are unclear about how searching using tabbed information works then see Chapter 8 from Volume A The Service tab see figure 4 3 allows you to search for service codes and service types just as the brief search does It also allows you to search for a value in the field called Duration The duration is the time the task took it is not the length of the call You can also search for Operator This might seem strange as Vision deals with service calls automatically without the involvement of an operator However some service calls are created manually by an operator dealt with later in this chapter Consequently searching for calls by operator will find only manu ally created calls Deleted calls You can also see that it is also possible to include deleted calls in the search Service calls that have been deleted or to be more accurate marked as deleted are not immediately removed from the database within Vision Deleted calls are only removed when a purge is performed that specifically removes deleted calls see Chapter 5 of Volume C for information on purging Consequently B4 2 Chapter 4 Service Calls Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision l Serce Mistorr Advanced Al E Options Sos Semice Resident Org Fronten Siyi ise OT June 1 DES Ehra 19811 43 a Duastion mini 7 Sangos Code 3 Senao Ips fe sf Opoo Ce M i
51. Profile non roaming or a Roaming Profile from the System Control Panel see figure 1 1 Chapter 1 Amending Windows NT settings c1 3 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Changing the Windows NT configuration Care should be taken in altering any of the Windows NT settings The installation engineer will choose an optimal set up for your control centre You should only change any of the settings if you are quite sure you understand Windows NT Here we present a list of features you can alter The superuser Security When Vision is first installed a user is created called MANAGER The password for this user is MANAGER You should change this password soon after the installation The MANAGER user can create other users with usernames and passwords MANAGER is a domain administrator MAN AGER can delete whole databases folders and applications There are a great many things MAN AGER can do that will cause great damage Consequently you must be careful when logged on as MANAGER Creating new users Your first task after changing the password should be to create new users In particular you should create other administrators These administrators who should be people who work in the control centre who have the requisite skills and trust to deal with PNC3 Vision will also be able to create new users such as call and data operators If you cre
52. Status display PNC3 Vision can diagnose problems Indeed some problems are analysed and fixed without op erators evening being aware that a problem had occurred Some problems however require help and Vision can provide details of what is wrong If you have a problem with any part of Vision your first step should be to check System Status see figure 4 1 For an explanation of what the various indicators mean and what action to take if you see a failed indicator see Chapter 6 from Volume C You should take care to look at both the main display shown in figure 4 1 and the detailed display which can be accessed using the Details button see figure 4 1 Check connections If there is an indication of a LIMNet or ethernet failure then check the connections This is one of the first things a service engineer will do when she or he arrives and by doing this you might save some time and a service call i System Status Call Handling Station 1 Status F Everds Ethene Connechen Linh et Correction Dabar Lancer Cal Handing Slatuz Cal Hareting Stsbors Lin ee 5 ib Sisus Speech D Sisus Taine Ei rase 2 1 a BS an Herent Mates iD 1 Daa Stations In Use Marc Pore Batten Poser Fest Liven 7 Detale Il Cancel Il Figure 4 1 System Status should be your first port of call R4 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Close da
53. Telephones and control centres a guide for new users This chapter explains the need for special telephones and alarm units and then describes the use of computer based control centres for handling calls from these alarm units The functions of these home communication units and alarms are explained in more detail after which the purpose and operations of the Vision control centre are explained Why do vulnerable people need a special telephone If you are new to control centres you may be wondering why all of this technology is needed Why do both government organisations and independent bodies install specialist communication units in residents homes to work with sophisticated control centres such as PNC3 Vision There are all sorts of people who need to be ableto quickly and easily raise an alarm Some are elderly and might be prone to accidents A small number are confused People who are physically handicapped or have learning difficulties sometimes need assistance Remembering a telephone number to dial in a hurry is not always easy An individual who has been the subject of domestic violence or has been placed on a police protection scheme might even have difficulty dialling a number that is clearly displayed on their telephone This is why Tunstall have developed special telephones or units with alarm buttons built into them Once pressed the telephone automatically calls the correct number and then electronically tells the contro
54. Vision will think that Angina is a separate word to ANGINA Characteristics Whereas Keywords allow you to attach free text information to residents characteristics allow you to assign them to various categories This can be very useful for searching as well as for more sophisticated activities such as producing management reports A Ha calle qued BEER ber Lier ARD HAL Bird Layout Fra Late Shit Patter Liste Petes Egaprent F COHFUSIOH Chasta F Authorities GENERAL Ineehents HEARING Insaiang i HEART 7 Hot La getions NERVE Cad garters FSrLOGICAL SIGHT Orgsneation Tepes Contant Types Sabi ve T ppi SKELETAL Figure 4 4 Keywords can be added edited or deleted from the Keywords C4 4 Chapter 4 Configuring choices operators can make Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Ho call queued Gates Pit Lens Labels She Pasians Dae Pattems Kaps Equpreni I Charschsastics Agha rcaderts kirti b Call cions Call Fitir Degarasshon Types Contact Type Sepetcake Types Sci Diaki Scheme 1 Erp 1 Flo 2 Process Type 4 Hokala aide PR mer es Eda beselling Location Chmachersstie Dating Locsin Dwelling Location Charschersshos Ovreling Location Chex acters Prony Figure 4 5 Characteristics can be defined for schemes residents
55. WINDOWS MR nn nn ed nd nee ee tentent ee nn ee de ER A9 9 The schemewindow 25858 perse TEA yey een as he Bade ren hehe habe TEE ED HRS teen A9 10 The security window au en nennen A9 11 The rganisations WindoW a een leerer eh nern A9 11 Lists and global editing ss sssssssnsssnnnnannnennnnnnneennnneneennnnnennneneennneneennenneennns A9 11 Global editing minep ee a ns De De an ne a ini A9 11 The dangers of global editing cece ee eee nn nnn nennen nnanennnnnn mann nnennnnnnen nennen A9 13 PriNTINY BPPPPPPEEPEPFFFFFERFFUFFFERFFRFFREREURFEREEEURFEREEUUERREEEERREEEREELURFEREREUREEREEEREEREELURFEREEEUREEEELUREEREEEERUREERRRRARRRRR A9 13 Documentation Version 5 40 10 Handling CANS une mme ALOL How Vision handles calls uuuzuu2200000n0an0nnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnenn anna A10 1 Answering a call from a dispersed unit uusussunnsnnnnnonnnnnnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn A10 2 Half duplex communication sise A10 4 Voice switched hands free speech hear A10 4 Calling a conta Ks HRS ae nee AM A ren tid anne RAR LAA ETIA a RS R ENANSA ONETARA A10 5 Using the headset or speech unit ss A10 6 Other actions you can take while dealing with a call A10 6 Clearing a call nase Rn Ben nan Mean en SUR RE PS A10 8 Answering calls from schemes sn ssnssssrsnnananeenanneneenaneennneneennneeeeenaeneeneneennnne A10 9 Holding a call uuusunnannnunnnnnnnnnnnnnnnnnnnnnnun
56. a few aspects of the Windows NT operating system particularly those directly relevant to the operation of PNC3 Vision The different hard disk formats that can be used are explained along with the communication protocols used in Windows NT for Vision Sharing is briefly explained and the folders on the server that need to be shared for Vision to work are listed Security is then discussed and in particular user profiles and groups The importance of having spare administrator usernames and passwords is explained before the issues of setting up printers and changing time and date formats are dealt with The problems that can arise when changing desktop settings are outlined and a warning about the use of Task Manager is explained The actions required to create an electronic mail box is dealt with before the process of creating an emergency backup disk is explained Windows NT In order to use Vision you do not require an in depth knowledge of Windows NT However as manager or administrator you do require an appreciation of some aspects of Windows NT If you wish to find out more about Windows NT beyond the outline description offered here then there are many books you can consult One of the following books may be of use e Kadnier G 1997 Windows NT4 The Complete R eference MacGraw Hill ISBN 0 07 882181 9 e Plumley S 1997 10 Minute Guide to W indows NT 4 0 Que Publishing ISBN 0789 708 701 e McFedries P 1997 The Complete Id
57. a garbled message to say that there is a problem at ascheme Some one has left a note to say that they cannot remember which scheme it is but the scheme has someone called Smith as a contact In fact as you look harder at the badly written note you cannot be sure whether the name is Smith or Smyth or even Smithson see figure 7 13 You could search for Smith and then Smyth and then Smithson But what if the name is really Smart or Smarts You would need to search for every combination starting with the letters Sm that you could think of Not only might this take you a very long time it might also prove unsuc cessful The answer is to ask the computer to search for every possible combination and this is done using wildcard characters Chapter 7 Finding schemes A7 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Using the underscore wildcard Asking the computer to search for Sm th is like saying find any name spelt S m any character t and h Searching for Sm th will find anyone whose name is Smith Smyth Smath or any other letter or even a number in that middle position In other words the underscore character is used to ask for Find Schome Onions Got Leeaion Contact Contact Tene Contact Hans Tas Las Hams Srii E First Hamis Contac T l 7 any single character Another example would be to ask the computer to search for the n
58. a precaution Tunstall recommends that you create extra administrators possibly for people that do not exist and then write their usernames and passwords down and store them in a secure place such as a safe somewhere off site In this way if your administrators forget their passwords you can still get a valid username and password from a safe You can log on using the username and password from the safe and create new administrators The task of creating new administra tors is dealt with in Chapter 3 of this volume Answering calls and dealing with data If you log on as MANAGER or an administrator with any other username you will find that most of the functions available within Vision are not availableto you You will be ableto answer calls and create and configure operators However you will not be ableto search for a dwelling add notes to a contact and all of the other common tasks operators perform You are prevented from performing common tasks when logged on as an administrator be cause of the potential damage an administrator can do In other words this is a safety feature to discourage anyone logging in as an administrator except when they wish to perform administra tive functions such as creating an operator username and password If you wish to undertake common tasks such as searching for schemes or dwellings you will have to create a separate username and password for yourself as an operator Setting up printers During in
59. a resident is not selected This is be want to link a resident scheme or dwelling to Then try the menu again Vision dims this menu Chapter 8 Finding dwellings residents and contacts A8 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision cause Vision has to know which resident you Eam wish to link to a contact and can only make a prions Figorder Hew Dievediing as 4 Holbeck Place Swill link to a resident if one is selected ie R Eind Dee The resident contacts advanced search see z Create Marier figure 8 15 looks and works just like the contact search dealt with in the previous section on find aetan an ing contacts Once you have found relevant con tacts they will be shown in a list see figure 8 16 Click on the contact you believe you should link to Figure 8 14 The Options menu in a dwelling the resident and choose Select from the Options frontsheet allows you to link to existing contacts Mi Resident Contacts Advanced x if Ahoy r E Ca Contact Aclsss Contact Mans Name f Tila F Humber Lat Mare Dosto l Sheet i Fart Mame 5 res Contact Telephone 1 En E amp Telschors Number Comp f C Schers ee m rer ig is L F JE e iai I Figure 8 15 The resident contacts advanced search allows you to find a contact you wish to link to the resident menu Maybe you are not sure whether a contact in the list is th
60. a resident you will also do it using this form or layout Cdt Fasident Aesident Name ester Deals Tite Me O Dae ot Bith Ta OOOO Lac Hama Soma 5 Aa Ho i O bidde arme PIReiMe EmMa EEO Debe Bark Gao Me Chamim PETITE Sbha AWAY HOLIC ENGLISH LK WW Le Irgert Choice Charge unem Che Co _ um Figure 4 16 The form for residents has spaces for first and last names as well as date of birth There are also forms for dwellings and schemes amongst others wi Edi Deselling Location Liptiona Dwaling TT Codes BS Codes Deere r E Una k sni es Unit Phone Mo an Model Type Premis Chu len Chesca Telephone Do ae Fa p Set fiaira Fire Area Seule Property Type Town Kick ide Co Change Curent Choice Postcode CRT 20 Emo e Figure 4 17 The form for a dwelling has spaces for telephone numbers and the address Forms are useful because the same type of information is kept on every dwelling Chapter 4 How is data organised within Vision A4 9 Documentation Version 5 40 Volume A Basics PNC3 Vision Copyright 1998 1999 2000 Tunstall Group Ltd Other types of information such as dwellings and schemes also use forms As with residents the information on each dwelling is always the same For example there are always two spaces on the dwelling form for telephone numbers and spaces for the address There are also forms for contacts as wel
61. a safety feature It is to ensure that the database does not become clogged up with unfinished searches It is important to note that the database only disconnects from the particular search you have performed It does not totally disconnect from your machine A8 12 Chapter 8 Finding dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Viewing and editing data The chapter provides an overview of the different ways in which data within Vision can be viewed including forms frontsheets the location summary and lists Some of the other uses to which frontsheets can be put are explained before notes are introduced Details of how the Location Summary works are presented including the windows within a Location Summary Using lists for global editing is then explained after which printing is dealt with A summary of the different types of data view The previous chapters have concentrated upon how to enter and find information There have been various screens displayed but the purposes of the different types of window and other display have not been explained Here we will consider the different ways of viewing data Records and forms The diagram in figure 9 1 provides some idea of the different ways in which data can be viewed A key point to remember is there are records and links More specifically there are collections of records linked togeth
62. able to search for organi Digarewion Hame Ciel Tut sations that still have this type see figure a Building and lating hause 3 3 We will deal with searching for or ganisations in more detail later in this Tekphons 1 0459 4567 chapter Telephone 2 DI s55 AE To create an organisation press the Mission Saas Create button shown in figure 3 3 and you Hane will be presented with the form displayed in figure 3 4 You can then select the or Street obest Paes ganisation type from the menu and then Arza Es A O enter the rest of the details in the fields shown Once you have done this and pressed the OK button you will be shown the organisation frontsheet shown in fig Cancel ure 3 5 This frontsheet works in much the Figure 3 4 To create an organization you simply enter its same way as a frontsheet for a scheme or details into the organization form dispersed dwelling However instead of contacts and residents being shown as part of the organisation services and service providers are shown Creating a service and a provider Adding a service Once an organisation has been created and EE the frontsheet can be seen see figure 3 5 the services provided by the organisation ao need to be defined You can do this simply by selecting Add Service from the Options Figure 3 5 An organization frontsheet works in a similar way to frontsheets for schemes and dispersed dwellings discussed in volume A of this man
63. action A resident may call and request an ambulance The Call Reason might be Ambulance Requested The Call Action might be Ambulance Service Alerted The reason for this is that a call and the action taken as a result of the call are quite separate The Call Reasons you create i e the choices operators will have to select from when they click on the Call Reasons field are the categories you will use for searching If you just create two call reasons for calls into the centre one called Emergency and another called Non Emergency cal Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision analysing the different types of calls is going to be dif ESLA Le Tr En ficult All you will be able to do is say how many emer x rrbulance Fisquectec gency and non emergency calls your centre has received If you create a great many Call Reasons you will be able to analyse the different types of call that have been received in much more detail However if there are too many to choose from operators may become Other Action filet Banara Senice confused as to which they should select If operators Belt Den Anan Wee are inconsistent in their choices of Call Reasons then a ing you may find that the information in the database lacks Lo he A the accuracy needed for useful analysis Figure 4 1 Many entries into fields are from In order to edit Cal
64. actions and reason to the database However to make the database as fast as possible this is only done after approxi mately one minute In order that the database can respond immediately to requests for dwelling information when a call is accepted other activities such as adding call reasons and actions to the database are undertaken when the server some spare time Consequently if you decide to exam ine the history of calls for the dwelling immediately you might not find the call you have just cleared A10 8 Documentation Version 5 40 Chapter 10 Handling calls Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Answering calls from schemes Answering a scheme PFE Ge call is rather different E a 1103513 Lee 3 Havan 0511 3 Residents Integral Buton to answering a call NAJSI Lira 1 Peamisi IES Integral Button from a home commu nication unit A call Ir Buit likey Bui Intel p see Um from a home commu dae a 0 38 Berg Ur nication unit is really a special type of tel ephone call You select D ee Win 1 it deal with the resi AR sta Lint 1 FIRE ALARM fe acs 27 wating Line HE integead Butor Select Call Cak On Schers Pieces from the scheme con Figure 10 13 Calls from schemes are shown with a different icon In addition troller and then select they can be expanded to show all resident calls from the scheme by clicki
65. add rer re the call or the actions that need to be taken This can be easily done in the Location Summary display and was dealt with in the last chapter Alternatively you can refer the call to another operator or user suchas a Figure 10 12 To clear a call you should select a reason for the call as well as any actions that have been taken Alert Secale a der Hier Batch Teleco Ale Car Poel Abi ondi Hana of care manager This latter facility will be dealt with later in this chapter Call actions and reasons To end or clear a call the Call menu is used to select Clear Call This will produce the window shown in figure 10 12 It is possible to select just one call reason However as many call actions as you wish can be added to the list of call actions If the call action or reason you wish to enter is not present then it is also possible to type in the action and press the Add button rather than select it from the list However call actions should only be entered as text in unusual circumstances If there are many typed call actions i e not ones chosen from the list this will lead to the database becoming slow If you find that there is an action you take on a regular basis that is not available to select from the Actions list then you might wish to ask your call centre manager or administrator to add the reason to the Actions list Once a call has been cleared Vision will add the information such as call
66. am i wardens Care Manager amp e care managers M Smith i i mle Dr F Dodji e service providers Deisis e call or data operators ERRA e incidents Equapmani Invoicing Zul e equipment r chen Lil D As yet we have not discussed organi Malen UV sations service providers incidents or _ P Figure 9 8 Notes can be attached to the dwelling a resident or equipment These will be dealt with contact simply by clicking on the record on the frontsheet and in later chapters in Volume B choosing Notes from the Options menu ae can be used for all sorts of in formation Commonly notes are Sexi M used as reminders such as Mrs Wars Selected Det MEET EEE PRES TR TE Dinga Al Jenkins is away on holiday until 13 December Schemes often have notes attached to them to Delia Selscind say where the scheme control Pine ler is located in a building Gloss Figure 9 9 Notes for a record can be viewed edited or deleted The information entered into a note and type or record it is attached to such as a resident or dwelling is up to you However there may be a policy in your control centre of only attaching notes to residents or only attaching certain types of notes to dwellings Consequently you may need to ask your control centre manager or administrator about where you attach your notes As you will see from figure 9 7 the name of the operator and the time and date when it was wri
67. are entered as organisations We will deal with organisations later in Volume B of the user manual in the chapter explaining organisations and service providers Why is location so important To reiterate an earlier point everything within Vision Dwelling ultimately revolves around location the address of a Adress Calls History f Te Na pis dwelling the address of a scheme or grouped alarm Le aria This is because the Vision system recognizes the if number of the telephone or alarm unit ringing in Vi TETE Bedpnapgern Resident sion cannot always be sure who has called but it can ER a D be sure which telephone or unit has called because it 2 alici ae passed over its unique identification ID number Vi connection Figure 4 15 Vision keeps a record of every call made from each unit in each location This record of when calls were made is linked to the the database and find the address that matches the ID speech unit or home communication unit number rather than the resident This is because Vision cannot be sure who exactly pressed the alarm However as previously mentioned Vision cannot button it can only be sure of which alarm was be sure who called There may be more than one resi triggered sion can also match this number to the location where the equipment is based In other words it can look in dent in a dwelling and it cannot know which one pressed the integral alarm but
68. are explained before the purpose and process of referring a call is described The actions Vision will take if the call operator is inactive are explained before background calls and internal calls are dealt with How Vision handles calls Here we will consider how calls are dealt with by a call operator First however we will outline what happens when calls are received from dispersed home communication units as well as from scheme grouped alarms When a resident in a house presses the alarm button on their home communication unit spe cial telephone the unit calls the control centre see figure 10 1 The home communication unit sends its unique identification number to the PNC3 Vision system and this ID number is used to find the dwelling and resident information from the database held on the server This information is then passed to the call operator s computer or call station This process occurs in a short space of time because Vision has been JH Scheme aff constructed to make this sort of da Cantraller Ge tabase access as fast as is technically ara 2475 possible The speed of access to in formation when a call is received is zu L one of Vision s primary design goals TOR FREE RCE Hogan number When a call is received from a grouped or scheme alarm see figure EA Pi een 10 1 the scheme controller sends its a un wn uni identification number an E nude FALLE RE Figure 10 1 Home communication units in
69. are the people who can readily help a resident if assistance is needed Next there is an introduction to handling a call This includes activities like putting a call on hold opening doors and safes requeuing a call and examining call histories It also explains background calls a new feature where some callers never speak to an operator but are dealt with entirely by the Vision control centre system The Vision system keeps a record of all calls from a particular house or flat and the last chapter in this volume deals with these records Finally there is an explanation of programming home communication units This is where the settings in these units can be altered directly from the control centre with just one telephone call All Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Volume B Advanced The sections and chapters in Volume B deal with issues that more senior operators need to be familiar The equipment database can be used to maintain a record of who has which equipment which can be vital to any programme of maintenance of electrical equipment now required by law in a number of countries including the UK In addition many residents require services and a Vision control centre can track these services showing which resident has received which service together with when the service was delivered Rotas for control centre operators can be main tained as can
70. bar Drop Down List Box A single line dialog box that opens to display a list of choices Full Duplex Speech Speech that can be transmitted along a telephone line in both directions simultaneously Normal telephone calls are full duplex See also Half Duplex Greyed In some circumstances a menu or an option button may be unavailable for use If the item is unavailable for use then it is greyed meaning that the text appears in grey rather than black If you click on a greyed menu or button this will have no effect The terms dimmed and greyed refer to the same effect Half Duplex Speech Speech that can be transmitted along a telephone line in both directions but only in one direction at once Alarm calls to control centres are normally half duplex If the TALK button on the opera tor s speech unit is pressed then speech is transmitted from the control centre to the outstation equipment If the TALK button is released then speech is transmitted from the outstation equip ment to the control centre Handshake When a call is made from an alarm unit to a control centre a series of electronic tones are ex changed between the unit and the control centre This initial exchange of tones is called a Hand shake Inactive Window Any open window that you are not currently working on Reference 6 Glossary R6 3 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Ina
71. button while they are cleaning Consequently this delay can be increased to eight twelve thirty two or even sixty seconds This gives the resident enough time to press the Cancel button on their home communication unit should they accidentally press the red integral alarm button or accidentally raise an alarm in any other way Dial Method Dial Method Old telephones use slow pulse dialling Modern telephones and telephone exchanges use tone dialling which is faster Tunstall home communication units can use both to ensure that they will still work with old telephone exchanges Some countries can only accept tone dialling while others accept only pulse dialled calls You need to know what sort of dialling the exchange can accept before you change this parameter see figure 11 20 Your control centre may have a policy on this If in doubt then you should contact your local telephone company Repeat dial This determines the pattern used for calling a control centre The normal pattern is medium which usually means that there are gaps of three minutes between repeat calls after the first two calls The slow pattern puts gaps of 10 minutes between calls The slow pattern unlike the medium pattern will cause the home communication unit to call the number it is trying to reach indefinitely E Popma Liebes 2000 Len ID lol bare Epari i ma Pac Cal Inpub PET PRES Sur si Erir E era if ar Het ire Ur Usa ce Dial H he Dii Opoe B
72. call them back Call Parking is a sophisticated reminder system that lists the people you need to call It means that you do not need to place people on hold for long periods PNC3 Vision will even remember the number that needs to be called Mo calls queued AGTE Daa Congue Heie Cols ang Cali rn Pogess FE allt on Schere FS Calls Fake JFH Paiked Call Displor Peeling Daae Selected Eoheme Properes Security Schedule En Conan Ca Mara Comment Digan sion z Some Preda j Detak z Dial u Maes Add Notes Refresh Lists Chi Crrment Add Hotes Dial hal Show Dieta Chee calls hor user JFH al users Figure 10 22 The Parked Calls Display window can be reached from the View menu It displays the list of Parked Calls belonging to the operator who is logged on in the upper pane with the calls belonging to all operators displayed in the lower pane Creating a Parked Call You can select the Call Parking window from the View menu see figure 10 22 You can then add a dwelling or a person to the list of parked calls It is important to remember that the Parked Calls list is a list of reminders a list of people to call It is not a list of held calls parked calls are not calls on hold It is also important to recognize that the Parked Calls Display window shows all parked calls owned by all call operators in the lower pane and just the parked calls belonging to the operator who is logged on in t
73. care manager can be created Many residents in dispersed dwellings or sheltered housing schemes are cared for by social services Consequently many residents will have a care manager as a contact You may recall from the previous chapter that it is possible for a resident to have all sorts of people as contacts including their GP their relatives etc Why then is a care manager a special type of contact The answer is that a care manager is the only Dwelling Frontzhest sort of contact who might also log onto Vision to Faodar view some of the data PNC3 Vision can allow care Hes Dweing Crome Flats 23 Guest P ipe Desig an managers to log on to see any messages or informa pipes tion regarding the residents under their care When Csnsis Pendent aT a call is taken the call operator can create a note to Eeskiri Eondael the resident s care manager called a referral and Dwaling Contact r n r r Dalar vin this care manager will see this note next time he or Tere Marape a ren rer TEHE Men m nd she logs onto Vision Details of how referrals are made to care managers will It with in the chap 9 Bers ecap Figure 6 16 Care managers and other contacts ter on handling calls see Chapter 10 of this volume can be created for the resident A6 8 Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Visio
74. categories for equipment pecify categ quip Shi Paters Hipp Er such as dispersed scheme etc If Doe Potters Calione ished k k of h Kaprecrds Te peteed inafara you wished to keep track of was Eeyan ing machines and televisions lent to PS residents then you might want a Ayia leer category of household appliances and this is the place to create such a category The different equipment mod Er mu Eu els can be entered in the window shown in figure 4 10 When you cre ate an equipment model you will also have to assign it to one of the types you created in the window dis Cihoe Motoscis Flip Calchore Hokia 1511 Calchong Edi Equipment Caliphs Equipment Duan played in figure 4 9 Finally you need to create the various status descriptions for Cispesed Alarm equipment such as in store is Diperserl Inisilach ee acd Alam r Sr un Alan sued etc To do this you use the h bode window displayed in figure 4 11 Sirs bpersed Intelace Sed Ho Gun dle Figure 4 10 You should list all of the different models of equipment here WTO COLLECTION FURE WTG RE AT AEFLUFE Crest AT REPAIR CANTELLEO Ed CEMOMETEATIONM INSTALLED Deite ISSUED HE S TOCE Part RE USE STOCK SCRAPPED TT ERS STOCK __E Figure 4 11 Some centres will manage with just four or five status entries wuch as in stock issued at repair and scrapped
75. code while the Meanings option searches for the text attached to the call such as Smoke alarm in bedroom It is also possible to enter location or information codes see A note about TT and BS codes in Chapter 5 of this volume However the location field will only produce meaningful results where the TT92 protocol or BS protocol is being used Names and addresses It is also possible to search for calls made from certain addresses or even calls made from ad dresses with particular residents To enter this information select the location tab on the advanced Calls History window see figure 11 6 Care managers and referrals As you can see in figure 11 6 it is also possible to search for calls that have been referred to a particular person This person can be specified using their user name their Operator ID or their real name Calls can also be found according to the Referral Action or the Referral Date For example it would be possible to search for all calls where action was pend ing and that occurred before a certain date In this way calls with referrals that might have been forgot MELLE Advanced Mm Ei Urmon Sort ten can be found The Referred Calls Only tick box is Calagar Am he useful if you only want to find referred calls within a Calle Actcre Fimazons Events Flatarale Refeiral September Typically care managers will search for Ralarai fate all calls referred to themselves
76. details in front of him Figure 8 25 If you have left a search for more than four hours and then return to it you will get this message if you attempt to scroll up and down the list or view or edit one of the records signed to make this activity as fast or her The database has been de as possible However this also means that other types of searches are slower Obviously there is atemptation to start some searches and get on with another task while the server undertakes the search If you do not return to the search window within four hours the server will disconnect the search on your computer from the database You might ask what does this mean in real terms Figure 8 25 shows an error message you will get if you have searched for some information such as all contacts called Smith and then left the search results window for more than four hours If you experience this problem then you should click on the OK button in the warning box You will then find another identical box appears This is because your computer will have tried to get quite a few bits of data from the server one of these warning dialog boxes will be produced for every bit of data it cannot get After you have pressed on the OK button in all of the warning dialog boxes you should close all windows and begin your search again Why does the database disconnect after four hours The database disconnects from a search where there has been no user activity as
77. dial to get an outside line can be added inthe BASIC 2 tab see figure 2 7 You can include one or two digits in this field Waiting for an outside line Sometimes you need to pause between entering the number for an outside line and entering the rest of the number Entering a hyphen in this field after the number to get an outside line e g 9 will cause Vision to pause before issuing the rest of the telephone number Chapter 2 Amending Vision s configuration C2 7 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision LIM Versions There are no options that gy errs can be selected or TT Scheme ESCodes BSPaoities SecurtyCodes Emil Bas UM Versions TT 2locsions TT Codes deselected under this tab see figure 2 8 This in T5 HewDkp Nen Set Hewson Seci B5 79 SE Eria formation is a record of the configuration of the line input modules LIMs The LIMs connect Vision BEELEEET 5 M E m FF DM to the telephone lines E E E F coming into the control C E E E u fr ER centre It is important to g N mn E Li ICE recognize that this is a record of how these LIMs El were configured it is not Fr Close a reflection of their state Figure 2 8 The information on LIM versions does not reflect their present now The Status Display state only the way in which they were configured by the se
78. dispersed dwellings also sends the number of the speech as well as scheme or grouped alarms identify themselves to the unit that raised the alarm Sometimes Vision control centre using a unique identification number A10 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision a scheme controller might send more than one alarm call at once If this happens the scheme controller sends its own ID number to Vision together with a number for each of the speech units or other types of alarm that have been raised Speech synthesis When a call has been answered by Vision but has not been answered by an operator i e it is sat in the Calls Waiting queue Vision will provide spoken reassurance to the caller informing him or her that their call is waiting to the answered This facility was introduced in version 5 15 of PNC3 Vision and requires extra LIM hardware Only callers from dispersed home communication units receive this reassurance Callers with speech units connected to scheme controllers such as Communicall or Haven do not hear these messages Answering a call from a dispersed unit When a call arrives Vi Calls waiting 1 sion first checks to MO ET Lire 1 Prem IDES Integral Buthen make sure that at least or one call operator is 01826 Line 1 Ported 10 7668 Integral Button logged on to a call han
79. done and when it was done see figure 4 16 The Incident Action Status is used to create the categories that are used to show progress with a particular action While the Incident Status window see figure 4 17 defines the terms used to describe the overall position regarding a particular job the Incident Action Status Window is used to set out the terms used to describe the present position with respect to one action For exam ple an action might be planned such as Call Plumber The action might be deferred or com pleted or even cancelled for some reason Configuring Invoice Manager The configuration of Invoice Manager is tied more tightly to the everyday functions of raising and issuing invoices Consequently the steps required for configuring Invoice Manager are explained in the chapter devoted to the Invoicing component of Vision see Chapter 6 Volume B C4 10 Chapter 4 Configuring choices operators can make Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision dent Statur Call Independent Mot Sted Cal Senara Fiore tiie ak Begun wok Fished Figure 4 16 The Incident Actions window defines the Figure 4 15 The Incident Status window is usewd to range of possible actions that can be taken when ad define the categories that indicate the overall progress dressing an incident that has been made with a piece of work Figure 4 17 The
80. figure 5 6 and you should find this slightly faster However for the moment if you feel a little confused by this alternative faster method you can ignore this suggestion and simply follow the instructions above which will work just as well Enter the telephone number for the home communication unit Next you need to enter the telephone number for the home communication unit in the Equip Phone No field The number must be no longer than 20 characters You can separate the number using spaces dashes brackets asterisk characters or hash signs For example the following are all allowed 01234 567890 01234 567890 01234 567890 01234 567 890 01234 567890 01234 567890 If the dwelling has another telephone line then you can also enter this telephone number in the Alt Phone No field Alt Phone No simple stands for alternative telephone number Choose the authority optional You do not need to type into the Authority field Instead you click on the Authority field and a pop up list appears see figure 5 8 In the list will be all of the choices you can make Simply click on the choice you want and it will appear in the Authority field Let us assume that this home communication unit is being paid for by a local council Cromwellshire County Council In this case we would choose Cromwellshire County Council from the list that appears when we click on the Authority field What is an authority The Authority field is used to restrict
81. for a period in the past and use the pricethat was cor rect at that time It can also issue invoices for advance pay ments and use the new price if thechar ging period is af ter the price change date set in the Date of Change field Extras The regular items for which your contr ol centre char ges should be listed as Invoice Items see the previous section above However there may be additional e xtra items F or example maybe your control centre also offers a spring cleaning ser vice This would be aone off char ge of ane xtra ser vice provided Indeed this is what Extras ar e one ee d Invoice Extras off ser vices If you select Extras fr om the Invoicing submenu as part of the Configur emenu seefigur e6 1 Price Tax Code then you will be pr esented with the window displayed in FPT figure 6 5 From here you can add amend and delete any extra item Notice that the window shown in figur e Figure 6 5 Extra items are just like normal 6 5 contains items called Miscellaneous Some contr Ol invoice items except they are for one off centres use these in or der to char ge for less common payments such as repairs Chapter 6 Invoice Manager B6 3 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision one off items These tend to be items that ar e Als Het en ECTS Porn ge not provided fr equently enough to justify enter Distal PA celia ena ten ing
82. gets invoices In other wor ds you have to specify which dwellings ar e char ged You can sear ch for client data by selecting Invoice Client Data fr om the Data menu Y ou will be pr esented with the sear ch window displayed in figure 6 9 You can use the Client tab displayed in figur e 6 9 to sear ch for an invoice location by client name and if necessary restrict the sear ch to just one authority Note towar ds the bottom of figure 6 9 ther eis atick bo x for including locations that do not have invoice data If you do not tick this bo x then the sear ch is automatically restricted to just those locations that ar e alr eady set up to receive invoices The Location tab seefigur e6 10 allows you to Exaile Eee Ii E sear ch for the location byaddr ess whilethe A ccount Ede F tab see figur e 6 11 allows you to find an invoice location by sear ching for an account number or a y g Fa 17 UE X Magma 3 dec placer range of account numbers Once you have found a list of invoice locations you will be presented with Cancel the window displayed in figur e 6 12 You can then Figure 6 8 You can add new rate or amend examine individual client records see figur e 6 13 existing ones B6 4 Chapter 6 Invoice Manager Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision D calls queued a BEER Coque Helo Scheme True Teamy E gupreri Dre ii Contact Drese Persone Rua
83. has pressed the integral button on their telephone If a call is selected using Select Call from the Call menu without clicking on the call you want to select in the Calls Waiting window then the highest priority call is selected A10 2 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Preview If you wish LM MNT T7 ET you can click on a call Mo dstabase detak aralable and select Preview This hi OPEN Leine Home Und HS niega Bullion rames unavadable will open a location summary to show you who is calling without Call Tore Call voline you having to select the Hold 1 en Up flown call However if you Be Thon Mowe wishtotakethe call to _ ee _ Samet speak to the resident Figure 10 3 If the database has no record of a dwelling it will display this window and telephone contacts you will then have to select the call Preview simply allows you to see who is calling before you pick up the telephone No details in the database When you select a call Vision gets the information available on the dwelling from the database on the server If the Vision database has no details related to the unique ID number for the unit calling in then the window shown in figure 10 3 will be displayed This is the Calls in Progress window It will display all calls you are currently dealing with showing
84. has two potential drawbacks Accounts departments may char ge control centres for ever y invoice that is raised Sometimes the char ge for raising the invoice canbe gr eater than the amount requested in the invoice e Theinformation onther esident or or ganisation who has to be billed needs to be entered again leading to e xtra work as well as introducing a sour ce of error Invoice Manager allows you to use the information already contained within your database to raise invoices This r educes the work involved and lessens the chances of mistak es being made It can also save a contr ol centre a considerable amount in costs In addition the invoices that have been generated can be e xported to a common file format so they can be imported into dedicated accounts sof tware How does Invoice Manager work Traditional accounts sof twar e focuses upon k eeping books and upon r econciliation checking who has paid Itr equires all data to be enter ed while Invoice Manager uses e xisting data Invoice Manager also k eeps ar ecord but its focus is much mor euponraisingr egular invoices for ser vices although one off additional char ges to residents and or ganisationsr eceiving ser vices ar e also possible It does not lend itselftor econciliation but has instead been designed to raise invoices for regular ser vices automatically with a whole set of monthly invoices being pr oduced at the press of a button B6 1 Documentatio
85. is from a Communicall Vision scheme alarm then you can only switch from full duplex to half duplex If the call arrives in half duplex because you are using your speech module and not your headset or if you switch the call to half duplex you will not be able to switch it to full duplex Note that the option of full duplex will only be available for Lifeline 4000 and Communicall Vision Opening doors Some buildings have locks on the doors that can be opened by Vision This means that people who wish to enter the building have to press a button on a door entry panel to speak to an operator and request entry Door Entry System If the scheme controller has a Door Entry System then up to eight door panels can be fitted and administered from the control centre This allows you to control access to the building If you decide that the person who presses the button on the door panel does have a legitimate reason to enter the building then you can unlock the door by selecting Open Door from the Call menu see figure 10 11 The criteria for allowing access will depend upon the building and the policy adopted by your call centre manager or administrator In some cases the Open Door command will open a safe door Some buildings have keys in safes and as a call operator you can control access to a safe and hence access to keys as well as other items Chapter 10 Handling calls A10 7 Documentation Version 5 40 Volume A Basics Copyright 1998
86. is raised there may be a slight delay before dialling commences This pre alarm delay can often be set from 0 to 60 seconds the delay often gives the resident time to cancel any accidental alarm calls R A M RAM Random Access Memory is included in computers and printers Equipment normally oper ates quicker or is able to handle larger amounts of data if the amount of RAM is increased Search To scan through the records in a database to find the ones that have a desired property R6 4 Reference 6 Glossary Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Search Criteria A series of statements possibly including wildcards which are provided to find desired records For example you may wish to search for all Doctors who practice in Lancaster Security Dialler A Security Dialler is a device that dials the telephone number of a control centre in an emergency such as a fire or a break in If you receive such a call you will be unable to speak to anyone at the Security Dialler but Vision will show you details of the dialler and who to contact Virus A virus is a rogue computer program that hides on a disk until it activated Once activated the virus may carry out some harmless activity such as displaying an unusual message or cause damage to data programs or disks Viruses are best avoided by enforcing a policy of checking all CD ROMs and floppy disks with a virus checker
87. it can become a nuisance with alarms being raised every time a resident walks down the road to the shops and accidentally takes their TalkBack telephone with them Consequently polling is an optional feature that can be turned on or off Registering a TalkBack telephone A Lifeline 4000 can deal with up to five different TalkBack telephones and has five parameters slots for their registration numbers To register a TalkBack with the Lifeline 4000 you are programming 1 ul Select the slot you wish to use numbers 1 to 5 see figure 11 43 Select Program from the Options menu 2 Check the Polling checkbox if you decide that out of range alarms would be useful 3 4 Ask the user to turn the TalkBack telephone off by pressing and holding the small re cessed button on the front of the telephone until two beeps are heard see figure 11 44 Ask the user to place the TalkBack telephone onto its charger this turns it back on Once the TalkBack telephone has turned itself back on ask the user to press the alarm button this will register the TalkBack with the Lifeline 4000 De registering a TalkBack telephone Select the slot you wish to empty i e select Program for slot 1 2 3 4 or 5 Make sure that that the Register checkbox is not selected then select Program from the Options menu rer Epari Ep D Alon Her Ar Sequence Alam Tropen lagon Dil etd Ar ers Picci Cal Inputs Speech Klara Er
88. its configuration information how to find the overall Vision version number as well as the version numbers for each Vision component is explained The level for event logging is explained as well as the dial method and the emergency passwords Among other options setting the ringing volume at call stations is dealt with before the original LIM set up display is introduced The remaining sections deal with setting the defaults for differ ent protocols Vision s status and configurations Providing you have the correct privileges you can change the system settings using any Vision Call Station Specifically you need the System Configuration global privilege to change system con figuration settings As the System Configuration affects the way calls are dealt with you can only change the configuration from a Call handling station Before we go on to consider the various settings and what they can change it may be useful to examine the way in which Vision stores and updates its configuration information Background The overall operation and performance of Vision is largely determined by the system configura tion This configuration includes a wide variety of features to adjust such as the method of dial ling out pulse or tone through to the Staff Rota patterns and the default codes for TT and BS communication protocols The configuration information for Vision is kept on a file on the server Each Call and Data station also has copie
89. log on over the WAN even if you are in the next office block or several miles away With version 5 20 onwards you can also log on using a dial up link thus allowing remote users to access PNC3 Vision even if they do not have access via a wide area network Details of how to do this can be obtained from Tunstall Technical Support e Vision speaks Since version 5 15 Vision can make announcements to callers from dispersed units to let them know that their call is waiting to be dealt with Warden s making background calls also receive spoken assurances and instruc tions instead of the tones they heard in version 5 0 e Calls from ordinary telephones Version 5 15 and above of PNC3 Vision can take calls from ordinary telephones One advantage of ordinary calls coming in through Vision is that they are added to the Calls History If Caller Line Identification is enabled then these calls can be matched with telephone numbers in the data base enabling calls from contacts and others to be recognized and if needed they can be added to the Parked Calls list Restoring a database to a Mini PNC The Restore to Standby facility can now be used to restore a database to a Mini PNC Restoring database is an activity that is normally performed by an engineer However the process has been semi auto mated using Restore to Standby which has been specifically adapted to meet the needs of Mini PNC For further information contact Tunstall Technical Support
90. master again Once more all calls will be requeued For this and other reasons it is suggested that you avoid restarting stations unless you have no other choice Reference 4 Troubleshooting R4 3 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision R4 4 Reference 4 Troubleshooting Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Asking Tunstall for help Avoiding help Sometimes there are good reasons to avoid asking for help If you can resolve your problems by following the simple steps suggested in the Troubleshooting section or by working through the indicators provided by System Status see chapter 6 from Volume C then you will resolve your problem more quickly Getting the most from help 1 Check System Status first The engineer who deals with your call will probably ask you for this information anyway 2 Make sure that you describe what happened clearly Making a list of events is useful as some of these can easily be forgotten in the discussion with the engi Umer PAULMAMAGER Ho call queued Spetem Cal Das Coque ERA PHC Help Sien Fl m System Mare fied STI CPU Pentium Pro m PH Versione Typs Sbanderd Shep J spaad ass C7 49 1 SAT CHALIH EHE 80011 Speed 180HH3 SAlELIT ErE STE Wenda Geuria callact eus 61 511 calloons ee 51 53 Call os 5153 E kr y
91. number 1 or 3 or 26 If the dwelling has ahome communication unit i e it is not part of a scheme then the home communication unit s identification number can be found using the unit identification field Aside from having two fields the Brief Find window for dwellings is the same as the Brief Find window for schemes The Edit Create and Advanced buttons perform the same functions as do the Range buttons besides each field see figure 8 1 The subtle difference however comes from the way in which the two fields can be used to find different types of data If you were to enter 2 in the Scheme Ident field and 10 in the Unit Ident field then you would be asking Vision to find the dwelling that has the number 10 speech unit in the number 2 scheme Vision does not find all of the dwellings at scheme 2 as well as all of the dwellings with a unit identification number of 10 The way these features can be used can be best illustrated with some examples A8 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Find all dwellings at one scheme location ie at We Wise ao tint dwellings in a particular scheme By rien Ststntics scheme ld Uni ld Address ICranrsallFlais 23 entering the number of the scheme in the Scheme Ident field and leav ing a percentage sign a wildcard in the Unit Ident field we ask Vision to find all dwellings associated with the CT 6
92. of this volume ERJ Dial Out Scheme less kr Etes atha Ge deniers o fe tepore rames Scharen bieri 211 aan TIC oere Fleis u alk 4 6 eh un LIH tousse law Ad meidie 00267 Beoeo an Turais Z hag FF Last number isal kanon H sra Men Cle TRE Figure 9 13 The Phone and Alternative Phone buttons allow you to directly dial the dwelling s telephone numbers without having to enter the number on a keypad A9 8 Chapter 9 Viewing and editing data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision E Crus Let Eds Frnt La Du CE EN CE HEN HERE Mie ana Aare ml Ho BASIN Mr A donea D LL LL EL Notes Hr Enca Smith res 1491 4726 DESH TE Ede T Hr Sheds Jones Ho men m 0 resents Claes j Figure 9 14 Notes can be attached to contacts by selecteding Notes from the Options menu or double clicking on the Notes column In addition contacts can be edited and incidents created in Incident Manager The dwelling window The telephone numbers shown in figure 9 13 can be dialled by pressing the buttons next to them This saves you the trouble of typing in the number which can be particularly useful if you are in a hurry The Details button displays further details of the dwelling while the Notes button allows you to attach notes to the dwelling It is important to remember that notes added using the Add Notes button will attach notes t
93. operator but by Vision which makes a note of when a unit has called to say it is still working If Vision does not receive a call it will raise an alarm see Chapter 10 in Volume A Periodic Calls are not nor User PAULHAHAGEM Ho calle queued Suchen Cal Dats Configwe Help increase the size of the database However if you are ex Stat Birds mally saved as part of calls history as they unnecessarily periencing problems with periodic calls then this option will allow you to examine calls history to determine ex wt Faith actly which home communication units called in and ex s Corset Text actly when they called Save Warden Duty Calls in Calls History Calls from Figure 2 6 Operators at call handling wardens that are dealt with by an operator are always stations can turn call notification on and stored in the calls history However background warden off Chapter 2 Amending Vision s configuration C2 5 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Basic 2 calls can now be made see Chapter 6 from Volume A These allow wardens to call in to say they are going on and off site with just Vision dealing with the call i e without the involvement of an operator Normally these background calls are not saved in the calls history If this option is checked then these background calls will be saved Max Rows in Calls History The Max Rows in Ca
94. other information is precisely because Vision has to have this ID number Vision revolves around ID numbers and locations i e the addresses of the units with the numbers The number you enter as the FERA Unit Ident No the unit identifi Heim Dwelling TT Codes BS Codes i Dueling Unis idensification one that is programmed into the Scheme Humber 3 home communication unit Your Fi jis manager administrator or trainer ans Ce el should be able to tell you what this _ _ is Normally you would find the cation number must be the same number of the home communica macles trae tion unit and then enter this number Alternatively you might enter anew number and then pro Figure 5 7 The unit identification number is the link between the home communication unit and the record of its location its address Be in the database nication unit Programming home gram this into the home commu communication units will be dealt with in Chapter 11 of this volume A54 Chapter 5 Creating dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Your centre s policy on identification numbers Before you enter an identification number you should check with your control centre manager or administrator to find out which number you should enter The unit identification number can vary from 1 to 999 999 999 999 ni
95. pipe can be tracked reliably ensuring that emergency needs are never missed e Invoice Manager Residents or other clients can be automatically invoiced for the equipment or services they purchase e Personnel Rotas Details of who is working as well as when they are working can be managed and viewed Rotas can be kept not only for call operators but also for others who provide services to residents Management Reports Detailed management information on how the control cen tre is performing can now be easily produced using the greatly enhanced man agement reports facility Privilege levels The access rights call operators have to sensitive functions within Vision can be varied individually enabling control centre managers to easily match privileges to the roles their operators perform Purge The facilities for purging the database have been greatly expanded in addition to being much faster e User manual The user manual has been completely rewritten and every chapter has been read and approved by the engineer who created the software e On line help Context sensitive help is available for every part of PNC3 Vision Simply press the F1 function key and a help screen appears This help is relevant to the operator s immediate task and identical to the printed manual AL 6 Chapter 1 Introduction amp Overview Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision
96. prevent feedback the howl j Call j Stati Bus ing noise you may have heard when someone places a microphone in front of a loudspeaker Figure 10 5 Half duplex communication means that only one person the call operator or resident can speak at once Full duplex communica tion is where information or A lotewiten The alternative means of swilching bebween listening and speaking speech can pass in both di rections at once This is the sort of communication you will be accustomed to when using a telephone When dealing with a resi dent from a call centre either you can speak to them or they can speak to you You can speak to the resident if Figure 10 6 The large button on a speech unit allows you to switch you press the button on top between listening to the resident and speaking to the resident f of the speech unit see fig ure 10 6 If your call handling station has a footswitch then this can also be used for switching communication between listening to the resident and speaking to the resident Calls can be handled using the speech unit shown in figure 10 6 This allows you to hear and speak to the resident The circular dial allows you to adjust the volume of the unit Voice switched hands free speech More advanced outfield equipment such as Communicall Vision allows a form of conversation that is similar to full duplex speech This is called voice switched speech where there is still onl
97. privilege can purge i e remove events in the event log that are older than a selected date Purge Management Report Statistics An operator with this privilege can purge saved manage ment report statistics that are older than a selected date Run Management Reports An operator with this privilege can use Management Reports if this facility is included in your system C3 8 Chapter 3 Creating and configuring operators Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Print Management Reports An operator with this privilege can print the output from the man agement reports facility Run Reports Batch Editor An operator with this privilege can configure management reports to automatically run save and print at regular intervals Edit Own Saved Criteria Operators with this privilege can change the criteria for a search that they have previously saved Edit Any Saved Criteria An operator with this privilege can change the criteria for a search that has been saved by another operator Create Saved Criteria An operator with this privilege can save the criteria they have entered for a search Shutdown An operator with this privilege can shut down a data or call handling station Supervisor Override This privilege gives an operator all of the privileges of a Supervisor over riding all other settings in the privileges window It allows you to give
98. rn FE Equpment Seach Basic an item of equipment se E quiomerd Location Lsshngl Type ns Scheme Model p Une fe Citats Advanced Find Figure 1 1 The Brief Find window for equipment lect Equipment from the Data menu and the brief search window displayed in figure 1 1 will be shown You can then press the Create button and you will be presented with the window shown in figure 1 2 From here you can enter the type the model the status of the equipment as well as the serial number and the unit identification number The unit identification number will be filled in automatically if you allocate the equipment to a location You can do this by pressing the Allocate button shown in figure 1 2 and you will be presented with a Find window that allows you to search for the resident or address you wish to link to the equipment You may notice that there are two fields for allocation one for owner and the other for location This is because the owner might be a housing association although the unit might be located with a housing association tenant You can also enter expiry dates for warranty maintenance and battery These are useful for searching For example it is possible to search for all items of equipment that have batteries that are about to expire In this way a plan for battery replacement can be organised Create Equipment Ip Model Status SUED Sena Mo exe Ver E retaliation 117 Februa
99. search for calls with a particular action or reason see figure 11 4 For example it is possible to search for all calls where the ambulance service was requested It is also possible to search for all calls other than calls with the actions or reasons selected by using the Include and Exclude buttons The Operator field see figure 11 4 and 11 6 can be used to find calls that have been taken or made by a particular call operator L Cak Hatem Sc Recallz Bm E Opie Stabe DszTne Ise Ure Evert Reason Bais il Februar 19 1041 14 511 8 negal Auton Anadan Senen e a PP Regus 19 1064111 i511 Scheme Cal al iE Febery 12606 ee T i Febrer 146 10555 511 1 nega Auton Ambiance on Site Figure 11 3 Alarms from schemes create two calls and this is reflected in the calls history Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Call Events Dice sd Had ME Cage m gt Dre Sot Tl Fehi ed ere man Foe dr je icime p Er ee Dore En Sa Dis DET ri Dice Cale Aura F pagor g kein RT ee cal Acie Rome Evers Release SS are ed Erik ee wa f meia O om ma Dpat e e sa Leer ir sen id u Hem F irha ara UT E T Ati Toi E 7 D ice Dir C BE ME ind Le Ca Lattre i m F A Lat rh Figure 11 4 The Advanced Find window allows you to find calls with particular actions or r
100. simply deselects Bank Gio Ho the window and selects the main 55 et ki me FT R l IH Location Summary window This is simply to allow more experienced Figure 9 12 The list of residents allows you to see the information operators to move between win held under each keyword You can double click on a resident to dows using the keyboard i e with display a more detailed view of the resident s information out using the mouse Residents what have passed on are displayed in a Location Summary with their names in red crossed out The residents window The list of residents gives each resident s name age notes and keywords You can see the detailed information held with each keyword by double clicking on the keyword or by selecting the key word from the Details menu of the Resident window figure 9 12 You can see more details about a resident by double clicking on the resident s name or age or selecting All from the Details menu see figure 9 12 These further details include the social security reference Piper PT reference Date of Death and characteristics It is also possible to add and view notes using either the Details menu or by double clicking on the Notes column next to the resident Residents who have died are displayed in the Location Summary window with their names crossed out in red ink to ensure that call operators do not miss this important piece of information for more information on Date of Death see Chapter 5
101. take place Clear Cal Fi when there is half duplex communication this is so that Cal Tone FE one channel is available for the telephone and control Yoluma Up FE Yoluma Don FF centre hardware to use to communicate with one an elle Fa gener BEA To switch into half duplex communication you select Dial Dleperted Dial Lalephona Half Duplex from the Call menu see figure 11 13 If Hold Cal Ee i al you are not sure when you should select Half Duplex a ili rough rule of thumb is if the Program menu item is disa Aucuau Cal bled in grey in the Call menu then select Half Duplex Program Piper PT Piogrannd from the Call menu to enable programming You can then 2 Hall Cute select Program from the Call menu e Display Tons Pad Figure 11 13 If a home communication unit has been called with full duplex speech communications then Half Duplex will switch it to the one way at a time communication needed for programming Selecting equipment Once Program has been selected from the Call menu the window shown in figure 11 14 will be shown You can select the model of the home communication unit from the buttons or the Equip ment menu However the equipment type will normally be selected for you The various options are shown in this one tabbed window see figure 11 15 These options are specificto each equipment type If you select a different equipment type you will often notice that the number of available tabs alte
102. technology that works as part of the telephone network It transmits the number of the caller to the telephone receiving the call In this way the person who is being called knows who is calling them PNC3 Vision and Tunstall outfield equipment uses a form of communications that is safe and reliable This method is more reliable than Caller Line Identification Nevertheless PNC3 Vision can now use Caller Line Identification as well for some tasks For example if home unit or scheme alarm has been damaged or maybe there is a burst of noise on the telephone line and the home unit or scheme alarm cannot as a consequence transmit its identification information accurately PNC3 Vision can now use Caller Line Identification to match the telephone number to a record in the database A failed alarm call is still displayed in the Calls Waiting window see figure 10 31 You can even select a failed alarm to see the details of the location that called However you cannot speak to the caller because the line will have already been dropped If an alarm fails you can always call the caller However you should not do this immediately because the caller s telephone having failed to connect to your control centre will probably be trying the other numbers in its list of centres and even people to call A failed alarm call is a good call to park see call parking earlier in this chapter Identifying contacts Caller Line Identification is also automaticall
103. that you do not need to worry about accidentally deleting lots of data because you will not be allowed to do this However you still have to be careful If you are not sure what to do or how you should do something then consult this manual or your control centre manager Chapter 3 Computers and the PNC3 Vision Control Centre A3 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A3 12 Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision How is data organised within Vision This chapter explains how all of the information within Vision is organised This is not a chapter that should be skipped as it explains many important concepts and ideas It begins with the question what is a database Then it considers the database within Vision what it does how it is organised and what data or information is held within it What is a database A database is an organised or structured collection of data Your address book listing the names addresses and telephone numbers of your friends and acquaintances is a database of sorts It might be useful if you first think about a paper based database so we can understand why compu ter based databases are so useful When you last visited your doctor or general practitioner GP your notes will have been taken from afilin
104. the Event Log see Chapter 6 from this volume for more information Dial Method The Dial Method affects how Vision makes calls to other telephones such as when dialling con tacts dwellings or schemes You may have noticed that many ordinary telephones can be switched between the old pulse dialling and the newer tone dialling Most telephone exchanges around the world can cope with the old pulse dialling and now almost all UK exchanges are digital and can deal with tone dialling really called DTMF Tone dialling is quicker and so you should switch to using this method However if it does not work with your exchange then you will have to switch to the slower pulse dialling Change Passwords When an operator logs onto Vision the server gets the operator s details from the database and checks to see that the operator s password matches the username However if the database is unavailable because it has been corrupted or the server has failed then these passwords cannot be found Consequently there is a Standby password that can be used by operators to log onto Vision after a database failure In this ways calls can still be handled The default Standby pass word is SYSTEM although the button shown in figure 2 3 allows you to change this to another password Other Basic 1 options Notification of No Lines Free If this checkbox is checked then you will be notified when there are no lines free to take incoming calls or make outgoin
105. tn en DES En eee Rte deat edad yes EITHER B4 4 Creating calls nn nssssnssssssnsssreennnneneenneneeennaneneennnneneennenenenneneenneeeeeenneneennneeeenneeneenennnnnes B4 4 5 Incident Manager What is an incident and why incident manager uuzuanununnnnnnunannnnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennn B5 1 Creating and updating an incident ss sssssssnnneenanneenennnnneennnnnennnneeenneneennnnennnnnnnens B5 1 Finding incidents nn ssssnssssssnmnaneneennnneneennnnnenennneneennnnennennnnnnennaneneennneneenaeneeennneneennnne B5 3 Advanced se rch sten ee tee Dessert ig de ad tt ne Mest B5 4 Found incidents ussuusnnnannnunnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannannnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnannnnnnn anne B5 5 6 Invoice Manager Why use Invoice Manager uasanununnnnnnunnnnnunnnnnnnnunnnnnnnunnannnnnannnnnnannnnnnnannnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnn B6 1 How does Invoice Manager work ss B6 1 Configuring Invoice Manager ss samanneneennneneeenaneneenneneenaneneennneneennneeeennnnnte B6 2 Te AA RO A B6 2 Invoice Items A A ie man ni ie ee Nana AATA ESEA A Sete derniere de Sen B6 3 EX FAS savecccccecebeescedeeeeeecsne ebtveedsceuecduecddensectecadececedcdedsdewcdededusdeensvnsabateanisbnibanathidh evetieesveneesne B6 3 TaX Codes na Terre ee a eerie ee B6 4 Client data uusuurunnsnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnsnnnnnnnnnnn B6 4 Regular items SR en rn haha NEEE AAE a on B6
106. to the home communication unit has been set off The unit will call the control centre number shown in field 1 see figure 11 18 It will typically try four times depending upon how many times it has been programmed to repeatedly call If the control centre does not answer or is engaged then it will call the control centre number shown in field 2 Then it will call the next number and the next and so on You can find out which numbers are already programmed into the home communication unit by using the Enquire facility Any of the telephone numbers in the Enquire fields can be dragged across to the program fields and this can be useful if you want to make minor changes to numbers Personal recipients The button to the right of each Alarm Number field see figure 11 18 is used to set the number to Control Centre or Personal Recipient A personal recipient is someone who usually lives close to the resident and who can assist if there is a problem The home communication unit will call any personal recipient listed in its memory before it calls a control centre The home communication unit needs to know who it is calling whether it is calling a control centre or a personal recipient so that it can behave in the correct way If it believes it is calling a control centre then the home communication unit will send digital identification codes If the home communication unit believes it is calling a personal recipient then it will make an ordinary ph
107. two way speech While this is not completely full duplex speech it has been called this in PNC3 Vision to allow it to be easily identified The Calls in Progress window see figure 10 3 allows you to switch between this tone switched and voice switched communication Calling a contact If you were to telephone one of the contacts by select ing Phone from the Options menu see figure 10 4 or EST an al Chua a double clicking on a telephone number then the win Spier eteterh a hash gaba und heaters kumiss dow shown in figure 10 7 would be displayed This al lows you to use another line to dial a contact The call Dial Dut Telephone Eq Humber io del Oase you are dealing with is then automatically placed on hold YUMWws ur PA Once you have finished your call to the contact the pre vious call will be automatically unheld Fr Last rasta pes Sorc Figure 10 7 If a contact is telephoned then the call being dealt with will be placed on is more than one resident Deciding which contact to pold In the Location Summary shown in figure 10 4 there call can sometimes be difficult As mentioned in the last chapter when a resident is selected in the location summary his or her contacts are displayed in blue In this way Vision helps you to make a choice handsets Chapter 10 Handling calls A10 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC
108. type which could be a flat house or bungalow the characteristics for a resident are likely to involve choices such as gender with male and female as the options There is no limit to the number of characteristics that can be linked to a resident or dwelling Keywords optional Unlike dwellings residents can have keywords as well as characteristics Although there is no limit on the number of characteristics that a resident dwelling or scheme can have a resident can only have five keywords Chaamse Chances Chone P ETTE Sa Ho HOME Han Language ENGLISH Category cae FEMALE Change Curent Choice Insert Choice Change Curent Choice Figure 5 17 In addition to characteristics residents can also have up to five keywords linked to them Chapter 5 Creating dwellings residents and contacts A5 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision The question that obviously arises here is if resi ELLE dents can be categorized using characteristics why do FLO GICAL they need keywords as well To understand the an Eeywod Hor a Fear of spider el swer to this question we need an appreciation of the different tasks for which characteristics and keywords are used As characteristics are chosen from a list and there fore spelt the same throughout they are very useful Dew Cancel for categorizing residents A control centre manag
109. units Dispersed alarms such as Lifelines and Premiers have various telephone numbers programmed into them In particular the numbers to call in an emergency as well as the numbers called when fast dial keys are pressed These numbers need to be checked and then updated Each time a dispersed alarm home communication unit calls PNC3 Vision the database is checked to see if A12 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision the unit has been updated yet If it has not been up PLEASE NOTE dated you will be shown Program iepa mel a Apondre bole dstshess fh appren the window displayed in hat nal been roger vier area AT Dialing cocks The codes can Eu Bose procedre tha caller ahowkd be figure 12 1 which asks changed now Pere info the caber inferred that programmer amp taking whether you want to auto En Er on ne matically reprogram the Dio pou want io do this rar 2 telephone number You will Ho only be shown this window Figure 12 1 When you attempt to clear down a call you will see this if the BT codes module is window if PNC3 Vision discovers from the database that the dispersed unit enabled in the system con on the other end of the telephone line has not yet been reprogrammed figuration for your control centre Next PNC3 Vision checks the numbers in the home communication unit the caller will hear a series of tones as this is done
110. uses a workstation a Vision computer to change Julie Smith s address and telephone number GD Ga Ga 1 the computer sends a message to the m server see Chapter 3 of this volume SOL for an explanation of what a server is Figure 4 6 Each workstation communicates with the database and why it is needed This message is on the server using an industry standard language called SQL Although the Vision system provides a simple interface for searching and editing the use of SQL means that very powerful operations on the data can be performed if necessary in a particular language which opera tors hardly ever see It is called struc tured query language SQL and is an industry wide standard for communicating with databases see figure 4 6 The reason Vision uses this approach is to enable the most powerful types of searches and changes to the data should they be needed now or in the future The Vision system allows operators to easily view and edit the data on the database using a simplified interface In other words although the database is very powerful the task of entering finding and amending data is made easy The practical details of how information on residents and contacts can be viewed and edited will be dealt with in the next chapter Before this is considered we need to know more about how data is stored within the Vision database In order to under stand this we need to know a bit more about who calls a control centr
111. variety of the home unit s setting _ and features Chapter 11 Call histories dialling out and programming A11 19 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Lifeline 4000 The Lifeline 4000 supersedes the Lifeline 3000 as Tunstall s most advanced home unit Conse quently we will go through each of the programming options tabs for this model Equipment ID The Equipment or Unit identification number is the unique number that the home communication unit sends to the control centre so that PNC3 Vision can get the relevant information from its database If you change this number for a unit already placed in a dwelling then you must remem ber to also alter the Unit Ident for the dwelling in the database Alarm numbers If you press the Alarm No s tab you will be presented with the Alarm numbers fields shown in figure 11 30 The Alarm numbers are the numbers the telephone calls in the event of an alarm Lifeline 4000 can store up to ten different numbers The order in which these numbers are called and the number of times each number is tried is determined in the Alarm Sequences tab You can find out which numbers are already programmed into the home communication unit by using the Enquire facility Note that any of the telephone numbers in the Enquire fields can be dragged across to the program fields and this can be useful if you want to make minor changes to numbers
112. volume for a longer explanation and details of setting the periodic calls interval in the Vision database Add 12 Hours If you set the home communication unit to send a periodic call in twenty eight days time then it will call in exactly twenty eight days from when you click on the Program button Consequently if you program it at 3 30 in the afternoon then the unit will call back in twenty eight days time at 3 30pm Many control centres prefer home communication units to call with periodic calls in the late evening or the middle of the night when the control centre has few calls Selecting the 12 hour delay feature achieves this High resolution If high resolution is selected then this overrides any settings made in normal resolution Consequently if you enquire the value for periodic calls it is always wise to also enquire the value for high resolution as well High resolution calls can take place as infrequently as every 23 hours 59 minutes or as frequently as every minute They are of particular use in domestic violence and witness protection cases where you wish to ensure that the unit has not been un plugged or the telephone line cut Only Lifeline 4000 offers this high resolution facility A11 28 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Inputs a Pregsameng Liebe Mil Linirn MC Creare Enden Eee
113. which calls are held and which are being handled i e which are open If you handle a call using this window then you will still be able to speak to the caller even though there are no details to display in a Location Summary The Location Summary Call Details Display Once the call is selected and the database has found details on the dwelling this information will be displayed as a Location Summary see figure 10 4 The operation of the Location Summary window was dealt with in the last chapter It can be used to view residents details view the dwelling address and will also allow you to directly telephone contacts It is also possible to attach notes to the dwelling a resident or a contact even while the call is still active DAUGHTER CCR Sch Se ad COCTOR Di Friend Dench Diiia Ter Dis POLICE PC Bernard Police OEM 5760 AMBULANCE Hr Phikp Anbulanch O1469 2229657 Figure 10 4 The details for the dwelling are displayed in a Location Summary window Chapter 10 Handling calls A10 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Half duplex communication zus FF F Once you have selected a call you will antraller g y cM te be able to hear the resident through a your headset or your speech unit They or er will not be able to hear you however j a This is because only one channel is gt available for speech see figure 10 5 2 This is to
114. with explanations of what they mean Vision can deal with calls from individuals in their own home from residents living in sheltered housing as well as calls from security diallers that have detected burglars PNC3 Vision enables call operators to accept calls and immediately see the key information relating to the call This includes the address from where the call was made the names of residents as well as the names addresses and telephone numbers of contacts who can lend assistance Chapter 1 Introduction amp Overview Al 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision What features have been added or improved In addition to enabling operators to answer calls from residents and see who is calling as well as who their contacts or helpers are a number of new facilities have been provided These include the following e Programming dispersed units From version 5 4 of PNC3 Vision onwards all pro gramming can now be undertaken from one tabbed window meeting the re quests for usability improvements in this area The new programming utility al lows direct access to many of the new and enhanced facilities offered by Lifeline 4000 From a productivity perspective the most significant change is the ability to save programming settings This allows operators to save and then later load a default set of programming settings for a particular model This improves the speed of
115. 00 services A11 28 Lifeline 4000 speech A11 30 Lifeline 4000 speech trigger A11 31 Lifeline 4000 user numbers A11 24 Lifeline 4000 user options A11 25 Programming saved settings A11 33 Phone day 2 A12 1 finding units that have not been updated A12 3 updating home communication units A12 1 updating old or non Tunstall units A12 2 ID see identification number ident see identification number identification number A3 6 scheme identification numbers A4 6 inactivity on the part of call operators A10 18 incidents creating an incident B5 1 creating an incident from a Location Summary A9 9 editing an incident B5 1 finding incidents see finding why use Incident Manager B5 1 Installation Name C2 2 Reference 1 Index R7 7 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision internal calls A10 20 intruder alarms A2 3 invoices adding extras B6 7 agencies B6 2 client data B6 4 configuring Invoice Manager see configuring generating invoices B6 7 invoice extras B6 3 invoice histories B6 6 invoice items B6 3 pending issued and spoiled invoices B6 6 tax codes B6 4 why use Invoice Manager B6 1 Keywords resident A5 11 labels see printing Law the A3 9 LIMs Line Interface Modules A3 6 LIM versions C2 8 system status indicators C6 4 LIMNet A3 8 system status indicator C6 3 Line Utilization Analysis D3 1 linking contacts see contacts attaching lists A9 3 location A4 8
116. 11 with Novell networking software Windows 3 11 is an older operating system and needed the Novell software in order that differ ent computers could be linked together Just as computers have become faster and more reliable over the years then so operating systems have improved Windows NT is faster and more reliable It also provides networking facilities and so computers can be linked together without needing the Novell networking soft ware The move to Windows NT Changing the PNC3 system so that it works on Windows NT rather than the old version of Win dows 3 11 has taken a great deal of time and effort on the part of the engineers at Tunstall However this change has been made to make the PNC3 control centre even faster and more reliable This change has also increased the security of the data When a resident calls a control centre their name address and telephone number are usually shown There may also be details of any medical conditions they might have such as heart prob lems This information is clearly confidential it is important that no one other than the people who need the information receive it Consequently when the engineers at Tunstall realized that the new Windows NT operating system could make it even more difficult for unauthorized users to get at this confidential information they were keen to make the changes required How Windows NT works As mentioned earlier Windows NT is like a traffic system it a
117. 11 J Mis E Jones Cronreell Flats 611 5 Ho Poersap President CrarveallFlete 2 Figure 8 2 All of the dwellings in one scheme can be found scheme ID Number Find all dispersed dwellings We can also find all of the dwellings that are not linked to a scheme i e all dispersed dwellings If the per 2 mel nt Nothing l centage sign in the Scheme Ident Uri lderi l field is deleted so that there is noth ing in the field Vision will find all See te a emed Fed Cor dwellings that have nothing in the Figure 8 3 All of the dispersed dwellings can be found Scheme Ident field In other words Vision will find all dwellings that are not attached to schemes all dispersed dwellings Find all dwellings at all schemes Pe Wee PN ESP to find all dispersed dwellings but how can we find all dwellings that Exclamation mark l belong to one scheme or another The Linden l answer is that we adapt the search we used before Instead of asking Vi Ge BZ Advanced re ma sion for all dwellings with nothing in Figure 8 4 All dwellings that belong to schemes can be found the Scheme Ident field we ask Vi sion to find all dwellings that do not have nothing an empty space in the Scheme Ident field To do this we enter an exclamation mark see figure 8 4 You may recall that we dealt with using the exclamation mark in the section on ranges in the last chapter This is the most common us
118. 1999 2000 Tunstall Group Ltd PNC3 Vision Lock Release Some old Group scheme controllers cannot be fitted with a Door Entry System Consequently they have Lock Release systems instead If a call comes in from one of these it will commonly be displayed as 777 Ceiling Sw which is a hangover from an earlier technology If you wish to allow a person to have access to the building then you should select the speech unit with a number just one higher than the unit that called i e 778 in the case dealt with here When you select 778 the lock on the door will be released for however long the call remains open If you do not wish to allow access then simply cleardown the 777 call as normal without selecting 778 You should note that some modern scheme controllers such as Haven and Communicall are not fitted with a Door Entry System Instead they have the older Lock Release mechanism Clearing a call Once a call has been dealt with it needs to be cleared rer E When a call is cleared a message is sent to the home Ca Feson communication unit to tell it that the call has finished fbudance Fiequesisc An entry is also made in the database log to say that Acte Taken Ale 7 the call has been dealt with Notes and referrals Before you clear a call it is often a good idea to attach a note to either the dwell i Rennes Ole Action ing resident or a contact to provide some details about
119. 2 rather than sequence 1 The answer is that you would select Integral Button from the menu set the pre alarm delay to 15 seconds and then select Program from the Options menu Next you would need to select Smoke alarm from the menu set the pre alarm delay back to zero and select alarm sequence 2 before selecting Program again In other words you have to program each trigger type separately Mute progress The option to mute progress silences the various tones that are heard as the unit dials and makes contact with the control centre This option relates only to the trigger type you are programming Mute control centre This option silences the tones sent by the control centre Again this option relates only to the trigger type you are programming Chapter 11 Call histories dialling out and programming A11 23 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ber Epari Due Ar farce And Cal re Speech Warum Erin Spmach Tru Chek Espana D Adorn Fit Br Sepa Aa Troc Hispa Lan Pa 1 zer pers Fiss Erap dan F1 i Fa 2 r E 4 4 rs E a w r 2 a E See cu li uber Figure 11 35 The entries in the fast dial fields only have an effect if the keys in question are configured to act as fast dial keys No alarm indication This option ensures that the resident receives no indication of an alarm being raised It can be useful where Li
120. 3 Vision Operating systems Computer manufacturers Computer then discovered another prob lem The people il who wrote pro Operating Sysberm grams for their computers Hard disk such different Instructions wrote them in ways that this Figure 3 5 The software passes instructions to Figure 3 6 The computer keeps the the operating system If these instructions are data it is using in its memory while sometimes legal i e allowed then the operating system all of the data not presently being made the com passes the instructions to the hardware which used is kept on the hard disk which puter crash this does the work is a long term store is where the computer stops and cannot work any more To solve this and other problems operating systems were introduced Operating systems are like the road system The cars on our roads cannot be too wide otherwise they would not fit into the lanes on the road Cars and other vehicles must obey rules about what to do at crossroads and turnings There is a whole system of rules and regulations that make sure that thousands and even millions of vehicles can all use the same roads without crashing into one another An operating system is a series of rules and regulations that make sure that different compu ter programs together with the data they use can all use the same computer without crashing into each other Computer programs no longer tell the hardware what to do
121. 3 Vision Using the headset or speech unit Function Keys J Li SEIT EEK It is also possible to use a headset or hand held telephone see figure 10 8 You can switch between using a head set or using the speech unit by select ing Use Headset Handset or Use Speech Unit from the Call menu You can also click on the headset or speech unit icon in the task bar see figure 10 9 Alter natively you can press the function key on the keyboard marked F2 Figure 10 9 There are three convenient ways of switching between using a headset or the speech unit Lite HaschelHandhel F7 FastKeys The keys marked F1 F2 F3 F4 etc at the top of the keyboard see figure 10 9 can be used as shortcuts for some actions However these keys will only work if FastKeys is ticked in the System menu This menu item is a way of turning the function keys on and off so that operators who prefer not to use the function keys can disable them A list of what each function key will do is available in Section 2 of the Reference Volume of this manual Other actions you can take while dealing with a call Call Tone Sometimes you need meee TPE TE to attract a resident s attention Swaen MER view Daa Conigwe Hep Selecting Call Tone from the Call f Caw Call Fy menu or pressing the function Cal Tore FE key F5 will send a loud noise ina Up FE or tone through to the resi Volum Dower Fr ls HegatpelHanctpal F3 a gt dent s home
122. 40 4 How is data organised within Vision What is a database ueeneneennnennnnennnnnnnnnnnnnnnnnnnennnnennnnennnneennnennnneennnen AE aae aaa raaa eaa aaea aaraa nern nenn A4 1 Control Centre da tau scannen orev tiennent ner tan tata nest state A4 2 The problem with old fashioned databases mnssnennennnnennnnnn nennen nnnnnnnnnne anne nn A4 2 Vision s relational database eunneennnennnennnnennnnennnnennnnennnnennnnennnnen nenn nenn nenn nenn nnnen nennen nennen A4 3 Records and Collections en en een dan laut datant tee een tants A4 3 Using the latest open standards A4 4 Who calls a control centre uuennneennnnennnnennnnennennnnennnnenn nenn anne nnnennnnennnnennnen nenn nnnennnnennnnennnnen nn A4 5 Residents withi dispersed units sn Bm een A4 5 Residents with grouped alarms ss A4 6 Forms nd Fr ntsheets u ira een kennen A4 9 Going beyond forms frontsheets nn nenn A4 10 5 Creating dwellings residents and contacts Logging ON iaa aaaea aaaea aaa aa aeaaea sasao naaa aaa Saai anaana an reran anasan da anatarana A5 1 Problems logging ON geroa oee a EE E E O eateh alas eveyone A5 2 Creating a dwelling ss ssssssnsssssssasnnmnnneneennnneeeennnnnenaneneennnnnnennnnenennnneneenneeeeennnnnnnee A5 3 Creating a resident eel ee nnn ellen nner eens A5 9 Creating a contact ssnsssssnnnnneennneemennnnneeennnnneennnneneennnnneeenneneennneneennnneeenaeneennnnnee A5 13 6 Schemes security dial
123. 51 55 Y CALMO ERE 61 513 CALLAESS EXE 61 515 Coige _ 15 Save to Fie Aebesh Commencing verjon vahrlalinn en rate te 10er 1528 Vokdatinn Gonplehe Inconssi ncsss hound 1 Figure 5 1 The About window shows the version numbers of the different software compo nents used within Vision R5 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Reinitialise neer and you might not mention a crucial piece of information List what you did and what the call or data station did what you saw or heard Know the version numbers of your software The overall release number is dis played in the window called About PNC Vision see figure 5 1 The Versions button in this window will produce a more detailed list Is the problem reproducable Engineers at Tunstall are sometimes asked to resolve problems that occurred only once The problem this creates is that they cannot find out what was happening inside the call or data station because they cannot reproduce the problem If you think there is a problem then make sure you set out what you did precisely and make sure that you can repeat these steps and produce the same problem again Only then can an engineer properly look into it If the above does not resolve your problems then select Re initialise from the System menu see figure 4 4 This resets the station and requeues all calls This can resolve a number of problems wi
124. 6 Invoice Histories usanunnnnnnnnnnnnnnnnunnnnnnnnnnnnnnunnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnn B6 6 Pending issued and spoiled invoices 00 2 0 cece ee ee nennen nme nnnnnennnnennnnnnnnnnnnen B6 7 Exporting data to an accounts system miresi eana e E EEE Ea nn B6 8 Documentation Version 5 40 Volume C Managers and Administrators 1 Amending Windows NT settings Windows NT zzunsnnnunnnnnnnunnnnnnnnnnunnnunnannnnnnnnnnnnnnnnnnnnnunnannnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnenn C1 1 The Windows NT configuration used by Vision uuunssessssnennasnnnnnnnnnnnnnnnnnen nennen nenn anne nenn C1 2 Changing the Windows NT configuration nennen C1 4 Backing up the Windows NT Settings anne nennen nnnnnnnnnnnnnnn C1 9 2 Amending Vision s configuration Vision s status and configurations sssnssssnaresmnnneneennnnneeennneennnneneennnneeeennennennnnennnnne C2 1 Background ely PETER EE PE ta alee lan I neh C2 1 SE SE PR REP D PP PE EE LE NU C2 2 ST TPE ET tepcernenes tava dewey dare C2 6 RIM VerSiQns ris dire ne dir dll nn tn Neige ind ag de dd eee de dd Re et Re C2 8 1192 Locations innere a en ete RI RSR N ae ete C2 8 11 C0des 2 4 5 ne nee nan der e rent anne ane er de ee den Bee tentent C2 9 IT SCheme Re ne vee Fe ira Late dan meer pce D Se ms nae ua ben tere nr C2 10 BS COdES AAA EEIE ee de AT en Aes et re rt Mee Mad ale C2 11 BS PrIOFITIES ic cdevevevsyeredealvecacaede
125. 6 16 The process of generating invoices is you have issued it Instead you have to spoil the reported in this status window invoice and issue another invoice In this way In voice Manger k eeps ar ecord of which invoices wer e issued including those that have been can celled In addition to sear ch for invoices by invoice number account number and their status you can also sear ch for invoices using the Location tab see figur e6 15 The Scope ar ea allows you to nar row the sear ch to just schemes just dwellings just agencies i e organisations that own or administer a pr operty or contacts who ar e financial r epresentatives Generating invoices If you pr ess the Generate T odays button then invoices will be automatically generated and you will be shown a status window seefigur e 6 16 Invoice Manager within V ision achieves this by looking at the client data It finds each client that is due or over due for an invoice It then looks to see which r egular items it needs to add to the invoice as well as anyone off extra items These LE Invoice Hiiop BE Opto Santos Immice ho issued Daie States Payment Type Account No Account Name 1 lt hot ETES Pending Direct JHom Mr Herbert wor Figure 6 17 The Invoice History list is the place from which you print issue invoices Chapter 6 Invoice Manager B6 7 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PN
126. A4 1 Database Summary D3 4 date of death A5 12 date patterns C2 12 date time and currency formats C1 6 daylight saving times C2 6 days on and shifts B3 6 desktop changing and problems C1 7 dial method for Vision C2 4 see also home communication units programming dial options see home communication units programming dialing out A11 6 calling a contact A10 5 dialing a dispersed home communication unit A11 6 dialing a scheme A11 7 last number recall A11 7 selecting the protocol A11 7 dispersed units see home communication units door entry systems A10 7 duplex half duplex communication A10 4 switching between full and half duplex communication A10 7 duty status see Current Duty Status dwelling creating A5 3 creating a scheme dwelling A6 6 editing global see global editing electronic mail A9 14 creating mailboxes C1 9 emergency numbers see home communication units programming equipment database batches B1 3 creating equipment records B1 2 finding equipment see finding R7 4 Reference 1 Index Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision histories B1 6 scope B1 5 service periods B1 3 whyuse B1 1 equipment unit options see home communication units programming ethernet A3 8 indicator C6 2 events C6 9 fast dial numbers A2 4 FastKeys A10 6 features new A1 4 finding advanced and brief A7 2 combining searches using multiple criteria A8 5 contacts
127. C3 Vision d leeoice History Ipe BREET Search Crima Account He leit Herbert Salus FPasmentType Accoun Me Seci gA Pending Cire JHO01 Generate Todap Irecices Gasse rete Amend Invoice at Moms For Invoice Mumbor Barore invoce pure gessi lens foun Description invoice Period tame Pint Ester 25 00 per month 13 December 199m 1 5 0 Wie Selected Beten Ei 26 00 per months 19 Jarwa 19988011 E1107 En 1 Better 5 TO pes 2 months O1 June 1998 19 07 Jun EDS Figure 6 18 You can edit the items in an invoice providing its status is set to Pending i e it has not been issued invoices ar e then added to the Invoice Histor ylist see figur e 6 17 and their status is set to Pending This means that they have not yet been issued Adding extras As mentioned pr eviously you can add e xtra items by finding a client in client data Ne xttimean invoice is automatically generated thise xtra item will be added to just that invoice i e it will not be added to later invoices Of course you might for get to add all of thee xtras that should be included in the invoices Consequently you can edit an invoice see figur e6 18 andaddanye xtra items Issuing and spoiling an invoice As mentioned earlier you can only edit an invoice inor der to add amend or delete items fr omit while its status is P ending Once you have issued an invoice it cannot be edited This isto ensur e that t
128. Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision UK Phone Day 2 This chapter deals exclusively with the changes needed and new facilities for UK Phone Day 2 The procedure for updating home communication units is explained as well as the way in which units that have not been reprogrammed can be found The software for updating scheme alarms is explained together with the way in which a list of schemes that have not been reprogrammed can be found Phone Day 2 Within the UK many telephone numbers are due to change Many codes for cities and areas have changed The new codes can be entered and used now The old codes will stop working at the beginning of August 2000 Consequently it is important that your control centre updates the telephone numbers in its database and all outfield equipment in the near future and well before August 2000 There are a number of changes that have been made to PNC3 Vision to make this change as easy as possible The following needs to be updated 1 The numbers in your control centre database 2 The numbers programmed into home communication units such as Lifelines and Premiers 3 The numbers programmed into scheme grouped alarms Changing the database The numbers in your database will be changed when the engineer upgrades your centre to version 5 3 of PNC3 Vision Updating home communication
129. Care Manager to have rights to log onto Vision you first have to create a record for the Care Manager by choosing Con tact from the Data menu To do this you will need to be logged Find Quasnisstion Orten Sot identity Actives Search For r Onisa r Org Trp 3 a Figure 3 8 The organization or care manager to whom access rights will be given can be found using these find windows Chapter 3 Creating and configuring operators Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd C3 5 Volume C Managers and Administrators PNC3 Vision Authority on as a normal operator You then need to log off and log on this time as an administrator e g as MANAGER and create a Care Manager operator If you select either the Care Manager or Organisation types then the address fields will disap pear see figure 3 7 Instead there is a field showing the name and other details of the care manager To fill in this field click on the Find button see figure 3 7 and the window shown in figure 3 8 will be displayed From here you can find the record of the organisation or care manager to whom you wish to give log on rights The Authority field is also used to restrict access A standard operator with an Authority of None can view any records depending upon their privileges If however the Authority field is set to Cromwellshire for example then the operator will only be able to see records tha
130. Data menu Vision gets the names and ad dresses for the Address Book from the database This means that the information in your Address Book is automatically kept up to date For example if Dr Jones has been added to the Address Book and you alter her telephone number next time you look at her details using the Address Book you will find her new telephone number not the old one As with the Telephone Directory it is possible to select a record from the list and view it using View from the Options menu see figure 8 19 Just like the Telephone Directory if the record is a resident scheme security dialler or organisation then it will be displayed in the standard location summary shown in figure 8 20 If the record is a service provider care manager contact or opera tor then the details will be displayed in the window shown in figure 8 18 It is also possible to telephone a selected address using Phone from the Options menu see figure 8 19 1 To remove an address from the Address Book you should choose Delete Selected from the Options menu This does not delete the record from the database but only removes it from the Address Book BF Dispersed Ident 69 betsk Lit Edt Prim DAUGHTER Oia T OF Cu Feed ocio PC Bemad Police Hr Prk rin 01216802770 01469 455108 NAHE 01463 ZE Sch Sh 23 ZU Parse Chark The Sugey 34 The Slaton dt Station Ho 7 Figure 8 20 Viewing an address from the address
131. Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd C5 1 Volume C Managers and Administrators PNC3 Vision video or audio cassettes then even the fire brigade will have difficulty extinguish ing the fire Strategies for avoiding disaster The approach you adopt for keeping copies of your database must be something you decide upon dependent upon the environment and circumstances in which your control centre operates If disaster does strike then your insurance can pay for the damage and new equipment Tunstall can help you to recover quickly However only you can supply the copy of the database for your new system It is strongly recommended that 1 You back up your database to the archive station once every day 2 You back up your database to tape every week and store the tape in a fire safe located in a building that is at least 500 metres away from the control centre Vision and Backups The database is located on the server the computer that provides the data for all of the call and data stations However one station is designated as the archive station This is the station that should have a tape drive or some other backup device attached Unlike some previous versions of PNC3 Vision allows you to use a data station as the archive station it does not have to be a call handling station Indeed it is recommended that your archive station should normally be a data station To back up the databa
132. E die k tess Dgs 5 Og fe el we be me PAE qu D Dsi dal cee ebe FAE ir Comte hoa ha r dak cat ahari comed via a PAE Figure 11 27 PABX simply means internal telephone exchange For example if you enter 02 into the Parameter number field when programming a Lifeline 3000 and 72 into the Parameter Contents field see figure 11 28 and then press the Program button then the unit ID number will be set to 72 When you use the Enquiry facility to ask the home communication unit for its identification number after making this programming change you should find that the new ID number now appears One of the parameters that can be adjusted using manual programming is the reference to a radio trigger For example a faulty radio trigger that repeatedly raises an alarm without the resi dent selecting it can be deprogrammed from the control centre For details for the parameters that need to be altered please refer to the technical reference for the home communication unit in question These can be obtained from the Sales department at Tunstall E Pram Lies 2008 i ID Biel E Deters Epari Ersprart Ela Ha Lire dos lia Optica Dial ih Did Cite u i macz Faod Cal nip auch PRES Pda sal Exit Pig Erap i Passer bi Pararets Contes Parme Pin Fass Cork Fi 1 RE CSS E 4 Tit Flers pane ee ete ode yo Cet ones Er co eel pare Figure 11 28 Manual programming gives access to a wider
133. Figure 9 20 Step 2 The dwellings to be edited are selected who owns a property and Global Edit is chosen The dangers of global editing It is possible to change vast amounts of data with a single action by using global edit For this reason your call centre manager or administrator might not give many operators permission to use global edit Indeed to perform a global edit an operator needs the global edit privilege One key point you should note is the name of the global edit menu item in the Options menu for any list If the name of the menu item is Global Edit Selected then only the records that have been selected will be changed If the menu item is just called Global Edit as it is for a list of contacts then every record in the list will be changed regardless of whether you have selected some and not others Global edit is a tremendously useful and powerful feature However it is important to recog nize that if used quickly and without thought it can destroy a great deal of useful data Printing It is possible to print information from various parts of Vision When you choose Print you will be shown the window in figure 9 21 The report menu will often show several different types of report you can produce If you are not sure what each will produce then click on Print Preview in the output window and have a look at the report to see if it is what you want to print In addition to print een i E ing it is also possible to
134. If the warden does not respond or has finished his or her shift then the scheme controller calls the control centre and transmits two numbers the scheme s identification number and the speech unit s identification number button If this happens then the scheme control ler first transmits its own unique identification number and then the numbers of all of the units that have sounded an alarm Security locations So far we have found out about two types of loca 3 F is eur tions Remember a location is just another word Lak for address Individual homes or houses with home Chapersed Schema Dwellings Cwellings NE Control Centre communication units have an address or location Schemes also have locations and these physical lo cations or addresses relate to groups of flats or houses where there is usually a warden present for some of the time each day Another type of location is a security location Figure 4 12 Control centres handle calls from individual dwellings schemes grouped alarms Some factories and shops are prime targets for na buildings with burglar alarms burglars There is no guarantee that someone will call the police if the burglar alarm is set off To address this problem security diallers have been invented These diallers are connected to an alarm Once the alarm has been set off they automati cally call the control centre and report the alarm The control centre can then cal
135. If you select a deleted entry an Undelete button will appear and you will be able to return the entry to an undeleted state Once it has been undeleted it will be available again as a choice operators can select Call Reasons Out The Call Reasons Out window can be selected from the Configure menu see figure 4 2 It oper ates in exactly the same way as the Call Reasons In window The only difference is that the Call Reasons Out are the choices an operator will have when clearing a call that has been made from the control centre rather than a call that has been made to the control centre Call Actions When clearing a call an operator has to select a reason and then may select one or more actions that have been taken The actions of deleting holding and clearing down are added automatically by Vision You define the list of actions an operator can select from by choosing Call Actions from Shit Pater Dss Palerme Kawar a k Sok rodded Cheacterities tle Ambulanca Service PATES Aled burlan warden Incan 5 Ale British Theo Invoicing b Tenant Fesstueanee 2 Cormpleiad Sucmeci Cal Agatoni Tan Completed Succerth Tex Competed Uircuccesahul Qrasnestion Tppes Contact Typs Sapaoti Typit Figure 4 3 Call actions that are deleted are shown in grey with an asterisk towards the bottom of the list Chapter 4 Configuring choices operators can make c4 3 Documentation Version 5 40 Volume C Managers and Administrat
136. LEEFLLUETEEHUSOELVERUECREELETELEFELERELET near ete et B2 1 Entering times and dates ua2u000nnannnnnnnannnnnnnnnnnunnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn B2 3 Setting up rotas usanesnnnnnnnnnnnnnnnunnnnnnnnnnnnnnunnannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnsnnnnennnnnnnn B2 3 3 Organisations Why use organisations uussnnnnnnnnnnnnnnunnnnnnnunnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnn B3 1 Background What might a service provider do uuunnsnnnunnnnnunnannnnnnnnnunnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnn B3 2 Fixed and timed services sisi B3 2 Creating an organisation 00c een B3 2 Creating a service and a provider nsssssnssssnnannmmanneemmnnnnneenneneennnneeeneeneennnennnnnnenns B3 3 Working patternssand shifts 4220er es hp Dres oa B3 5 Days on and shifts n un le ie ete tenta nl tte eo aes B3 6 Searching for organisations ssssssssnnannneennneenaneneennaneneenneneneenaneneennneneeneneennnnnees B3 7 COMBINING s areh criteria Missis 52 enc leeds Sues deedesuatads ty nieni baoi yadedasadeedddedeaa x2 ite danse dtabedss bags B3 8 4 Service Calls The role of Service providers snssssssnmnenmnnnnnnannneennnneennnneeennnnneennneneennneneennns B4 1 Searching for service calls ssssssssssssssnasnnnnnenannneennaneneennnneeeennnnennnneeeennneeneennnnnnes B4 2 Using an Advanced search sise B4 2 RON eeN E a EE E tn AS in rt
137. N Tea manufacturers may have ea made their equipment a Cing iei send different priorities 3 Hamal for the same call code If amp 3 Frei E viel a call is received by Vision 7 2 Normal with a BS call code that 4 1 Low Baten does not have a specific 3 Traba i meaning and priority at tached to it in the BS Codes tab then Vision will EN Che convert the priority re Figure 2 15 The Security Codes tab allows the default text and priority ceived from the equip 35sociated with different call codes to be specified ment into an internal pri ority according to this table see figure 2 14 Note that this tab simply has an edit button to allow any of the ten possible values to be altered it is not possible to add further values If the call code is not dealt with in this table then the priority the home communication unit transmitted will be the priority Vision uses to prioritize the call Security codes Security diallers send more than one call code For example if someone threw a brick and then a petrol bomb into a building then the security dialler might call in with alerts for both an intruder and asmoke alarm More commonly an intruder might set off several movement and door alarms The Security Code tab see figure 2 15 allows you to specify the default values attached to each type of call This includes the text and the call priority When a call with more than one call code is received from a se
138. PNC3 Vision User Manual Book 1 Part Number D3807014B Copyright 1998 1999 2000 Tunstall Group Ltd All rights reserved Neither the on line electronic help nor the paper based manual nor any por tion of the text and or images may be copied distributed broadcast or transmitted in any form or using any means howsoever without the express written permission of Tunstall Group PLC Under no circumstances may the on line help and or the paper based manual be edited amended or adapted or used for any purpose other than as an aid to using a licenced version of PNC3 Vision Trade Marks The following are registered trade marks Tunstall Service Provider Monitoring Amie Piper Ha ven Solo Lifeline Group Identifone Concierge Visicall Keystroke TIC UAC PNC3 PiperNet Portal Premier and Premier S Tunstall Group PLC Whitley Lodge Whitley Bridge Yorkshire DN14 OHR Telephone 44 0 1977 66 1234 Internet http www tunstallgroup com Documentation Version 5 40 Book 1 Volume A Basics Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Volume B Advanced Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Introduction amp Overview Telephones and control centres a guide for new users Computers and the PNC3 Vision Control Centre How is data organised within Vision Creating dwellings residents an
139. Paddock Cr Figure 7 11 If the server finds several scheme records that match your request then it will display them in a list Finding a scheme using an advanced search If you select Scheme from the Data menu and then click on the Advanced button you will see the screen shown in figure 7 12 This screen allows you to search using a wide variety of search criteria For example you can find schemes e inatown e that use a particular mode of scheme controller e that have a particular authority i e who can view the record e which have certain characteristics e that do not use background calls e where the warden is on site e that have a certain type of contact e that have a particular individual as a contact The list above is by no means exhaustive there are many different criteria that can be used for a search In fact there are so many that not all of the fields the spaces for letters and numbers will fit on the screen at once Figure 7 12 shows the advanced search screen and towards the top of it you will see two tabs one marked Location and the other marked Contact If you click on the Contact tab you will see more fields where you can enter search criteria see figure 7 13 For example you could enter the name Smith in the Last Name field However this will not find all of the contacts called Smith Instead it will find all of the scheme locations that A7 6 Chapter 7 Finding schemes Documenta
140. The authority address and characteris und Cak E giore Arditti u tiid or tics can be entered in the same way as they are entered for adwelling You may Figure 6 4 Scheme location forms differ from dwelling location forms in that they have spaces for office telephone numbers They also have indications as to whether the warden is on or for a dwelling but the method of se off site as well as whether background calls are enabled lecting them is exactly the same The find that the characteristics you can set for a scheme are different from those characteristics you set as well as the choices you see for each characteristic are determined by the control centre manager or administrator Enter the model The model for the scheme is just like the model field for a dwelling with a dispersed home com munication unit see figure 6 3 The way you select the model from the list that appears when you click on the field is the same However this list of models is different it is a list of scheme controllers rather than a list of home communication units Enter the telephone numbers optional The scheme telephone number see figure 6 4 is the number for the scheme controller not a resident or warden The spaces for telephone numbers for Office 1 and Office 2 are the numbers for an administrative contact Instead of being telephone numbers these contact points could also be speech units which can be contacted through the scheme contro
141. Urallocated f lganaahorn Shes Area F Dera Name Tigercat U Town Dagariestion 5 Court Eoo Type egrisi x Figure 1 10 The entries you can make in the Owner Name Organization area of the window will change depending upon the Owner Scope you have selected Chapter 1 Equipment B1 5 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ment Ceres Location cation Scope Cr E Scheme C acad E Dating rainse i jenai Joata chroma ld Equpment Dre Locsin Locshon 5 cope Tal Scheme Allocated c Dyeing l Unellocesbed Secuny Locale e Sherali ind k m o ahay y Equprsri Cure Locslion Location jooge m C Scheine C Aingia D Darg F Unalecoed Bea Location an Wid d aa y o Figure 1 11 The entries you can make in the Location area of the window alter depending upon the Location Scope you have selected Skahsl rs Type Model Sisus Serial No Ident Gueriity Lote Dispersed Alam Premiers INSTALLED 45320699 bail 1 Lt e Dispersed Alar PremieeS INSTALLED EHEN 695 1 Dwe Cispersed Aam Framier 5 INSTALLED 45420741 GA 1 Cr e Dispersed Alem Framier S fhe 1 Crus INSTALLED 46920698 Figure 1 12 A list of found equipment the name of the owner If the owner is an organisation then you can search by organisation type or the organisation name see figure 1 10 The Location tab Scope is also used in the Loc
142. Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision B2 4 Chapter 2 Rotas Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Organisations The chapter explains the purpose of records of organisations The role of organisations in provid ing services through their individual providers is explained Following this the way in which a service provider raises service calls is briefly explained before the process of creating an organisa tion is dealt with The way in which services can be added to organisations as well as service providers is explained together with the working patterns and shifts that can be attached to service providers Finally the steps involved in searching for an organisation are dealt with Why use organisations Many dispersed alarms belong to local authorities and some to housing associations Almost all scheme alarms belong to either a local authority or a housing association Ownership of these is recorded sometimes as a characteristic but more often using the Authority field see figure 3 1 Why then might you need Organisations The answer is that the Organisations part of PNC3 Vision allows you to record more than just the name and address of an organisation It allows you to record the type of organisation and more specifically the services it provides An organisation is the hub around which service
143. Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Data stations Much of the work with the PNC3 Vision software involves entering and changing names and addresses as people move and their contacts change Imagine that there Phone ling are eight call handling stations If four peo ple are working to enter new names and addresses this means that only four sta tions are free for call handling To get around this problem it is also possible to have extra computers connected to the server These computers cannot take tel Figure 3 17 Although only eight call handling stations are ephone calls they can only enter infor possible within Vision it is possible to have more than two hundred data stations some of which can be many miles away connected by telephone For this reason they are called data sta mation into the database or amend data tions It is possible to have more than two hundred data stations as well as up to eight call handling stations Not all data stations need to be near the computer It is possible to have some data stations many miles away with links to the server over telephone lines This is useful when cus tomers of the control centre such as local authorities or housing associations need to have data stations of their own Other components Power supplies Printers What happens if the electricity supply fails The answer is that all electrical equipme
144. a Cal F4 Cal Tore F Le Hess Handosl F2 Did Scheme Dia Caper Dia Telephore Hoki Call Fii Lan Fiz eme mage Figure 10 18 Requeue will take the call you are currently handling and put it back into the Calls Waiting window resident to a care manager or any Figure 10 19 The Refer option allows you to create referral notes for the call once you click the OK button other operator for that matter If you select the Refer but ton from the Clear Call Confir mation window see figure 10 19 then this will clear the call and produce a referrals list for the call from the resident see figure 10 20 From this window you can create as many referrals for the call as you wish by selecting Create from the Options menu Each refer ral will be automatically Melesk 10402498 10 41 20 or 1 Mis a ET Delete Selected Eiri ImMegeal Button Figure 10 20 The list of previous referrals allows you to see if a problem has already been referred to another operator such as a care manager A10 12 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 10 Handling calls Volume A Basics PNC3 Vision emailed to the operator you BEET Ta Hisar Date Citind you have created a referral you s met have directed it towards Once can then send a copy to an Last Hoche be Notes other operator using the For The gideni hell bethe dee af iha honi ol the pr
145. abase within Vision does not have this problem because it is relational Some control centres made by other companies still use the old fashioned inefficient type of flat database Vision s relational database Instead of using records of data like card index systems Vision s database keeps data in lists or tables There is a table of residents as you can see from the diagram in figure 4 4 There is also a list of contacts one of which is Julie Smith Notice the links in the diagram between the residents and Julie These links are called relations In fact this is why it is called a relational database There are a number of advantages of storing data like this First if Julie Smith s address and telephone number need to be changed they only have to be changed once not twenty times or more as they might with an old fashioned flat database Second because Julie s name is not stored again and again contact information takes up less valu able space Generally speaking Dwelling Collection smaller databases are easier and Dwelling faster for the computer to Contact search of HEL Calls History hr i Telephone Ma Records and collections Emmm Resident rh Contact The information on a particular a Characteristics Hama ER L Address dwelling a house flat or bun Telephone No galow is called a record The in formation on this record will in Figure 4 5 The specific information on a dwelling is calle
146. access not to indicate which local authority owns a particular property For example imagine that your control centre deals with some dwellings administered by Cromwellshire County Council as well as others dealt with by an association called Cavalier Housing The representatives from Cromwellshire County Council and Cavalier Housing might wish to log onto Vision to see the details of the dwellings they deal with Chapter 5 Creating dwellings residents and contacts A5 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision a Edi Dwelling Locatson E Liptiona Dweling TT Codes B Codes Dueling m E East Maiana hae East Nothards D L English Churches Ste Holbeck Fise Figure 5 8 Some information is not typed into a field but selected from a list that is shown as soon as the field is clicked on However the representative from Cromwellshire County Council should not be able to see the records of the Cavalier Housing dwellings nor should the Cavalier representative be able to view the records of the Cromwellshire dwellings The Authority field is used by your control centre manager or administrator to restrict the access some users have to records It is the Authority field that is used to indicate who can and cannot see a record Why lists You might wonder why you have to type some information into some fields and yet others such as Authority allow you to sele
147. ackup onto tape First you need to select the purge date using the Edit Purge Date button see figure 5 7 Vision will purge or destroy all records before the purge date If you set the purge date to be yesterday s date you will lose all of the records in your database you must set the purge date with care It should normally be set to a date several months in the past C5 6 Chapter 5 Backing up the database Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Normally you will REGRETS delete just a week s HAUM EXE worth of Calls History or other records with the enjoy Tas Pa E purge date often set sev IA fee Es 5 chaude Tak Daly 18 Advanced Scheduke Lx before the purge date are Evar Ko Desiri FF Reps Tak then destroyed and this Ever FE Hirde Lil 1 Time Tj Darin j Has jo Minutes Coreei eral months in the past see figure 5 8 Records is why it is important to choose your purge date with care Figure 5 6 Specifying a schedule allows you to set a simple repeating activity or a more complex pattern of timed events Unreferenced deleted items Purging unreferenced and de Gall histories Purge Today s leted items does not require a nuls LL date purge date This option re EE Calls History moves some types of record Figure 5 8 The Purge Date is a cut off point Any records with a date
148. acteristics and Keywords if you attempt to delete an Authority you may be warned that you have to delete links to all contacts and care managers first Authorities are different from Keywords and Characteristics because the Authori ties field determines access to records Laegop PuL Eon C Cara Maraga Labels Scope Shai Patierms FF Ass deni m Schirme Location Jade Poteri s 2 2 L C Dweling Location Sew Location steil F Sseurty Equioment k Cherschensbon b Ayo BROTHER Create BAOTHEREET di ee CARE MANAGER ARE PLAGE a ia CONSULTANT Cal Actors DAUGAN LAWKEN Dalsia Cal Fi gece DAUGHTER DAU GAB RA LA Urgerisation Tynes DAUGHTEREET Ber CENTRE DOCTOR EM COM HO 1 sl Ext Sapiens Types u Figure 4 8 The contact types can be set for the different categories of record C4 6 Chapter 4 Configuring choices operators can make Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Contact Types When operators create or edit contacts they can assign them to particular categories called Con tact Types For example common contacts for residents are brother sister daughter or son You can select the Contact Types window from the Configure menu see figure 4 8 The Category of contact type see figure 4 8 selects between normal contacts and care man agers You may recall that care managers are special c
149. adeveaviae p ananas dem re bie nU AMIS tbe ane R ben Re neo tte Rp Cest C2 11 Security codes nenne ar a tante asien een ee ade C2 12 Setting Date and Shift Patterns uasuununnnnnnnnnnnnnnnnnnnnunnannnnnannnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannenn C2 13 3 Creating and configuring operators Creating administrators ssnssssssnnnnnmnannneennnnnneennnnneeeeneeenneneennneeeenaeneeenaeneennnnnne C3 1 Logging omas MANAGER 442444 24 5 elaeneevctaabetabade codec enee E TEE REEERE ne ern C3 2 The steps needed to create an administrator unnsseensssnnnnsnnnnnnnennnnnen nennen nennen anne anne EEEa C3 3 Who should you be sa ne ee rede nd ren ENS PNEU ee C3 4 Creating operators cissie aeaa a ea aa aaaeeeaa aaa aa aa a ma mam Ta Aa a aa aa a AE EE aaa Aaaa E a Ama a EA a ra ma Ea aa Ea an aasan C3 5 E A E T E E E EE E E C3 6 Forgetting a Password ssnssssnrrenannnennnannnennnaneneennnnenennnenneeenneneennneneenneneneenneneeennnnnnns C3 10 4 Configuring choices operators can make Why configure choices uussunsannnnnnnnnnnnnnnnnnnannnnnnnnnnnunnnnnnnunnnnnnnnnnnnnnunnnnnnnnnnsnnnnnnnnnnnnnnnnnnnnnnnnnnnnn C4 1 Call REASONS cell aaa nnen nner ca Call Actions uuusnn0annnnnnnnnnnnnannnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnn C4 3 Keywords E E E C4 4 Characteristics sssssnssssnnnennneneennnnnennnnneneennnneeeennnenenenneneennnneneenaneneennaneneenaneeeeenn
150. ager Sal Tyne Antie Ac hon then you will also be presented f f Desig Tine Action Cnerak r with a search window The ex 10 Fehruery 1996 11 32 Select MIKE ception is the Dialled Outgo RE adm 364 Claadown WIKE ing which is for calls to peo ple or places that are not en tered in the Vision database You can then select the call rea son select whether the call was coming in or one you made out to someone and also select the telephone line you used see figure 11 7 Figure 11 9 The actions taken for a call can be added and edited If the call was an incoming call then you can enter either a meaning or a call code in the part of the window that deals with events see figure 11 7 You can type meanings or select them from the meaning menu First however you must select the protocol being used as this will then determine the choices available in the Meaning menu Finally you should enter any actions taken see figure 11 9 by selecting the Actions tab at the top of the window and choosing the create button Two actions the start and end of the call will have been automatically entered You can edit these to alter the operator in case you are entering calls taken or made by someone else as your username will have been entered by default Dialling out It is possible to call schemes dispersed units and any other telephone number by selecting Dial Scheme Dial Dispersed or Dial Telephone from the Call me
151. akes en Erdiiiaie Mue 1936 11 35 43 a service call to Vision A timed sr EE Contact Series Ippe E call is where the service provider Doms Gapach hda Persone Bota Savice Code Homers m Service enters his or her codes at the ranica Bart Da in sale rect a As i reste heals nahe beginning of the work and again pra J Ca Might Kurse at the end The speech module or Mansgement Reports Ai A Ve Pl ronds home communication unit times Figure 4 1 You can find service calls by selecting Service from the Histories submenu the work and sends this informa tion to Vision Searching for service calls Pl Service from the Histories submenu which is Stayt Dale lee 1938 10 38 43 an part of the Data menu see figure 4 1 If you P Eod se Mue 1958 11 3543 an were to press the Find button in the window aia displayed in figure 4 1 you would be shown all Serice Ipe E Z E patch Fier service calls between the start and end times Fe Code amp m Hurzing lHorecas Samica fF and dates However you can narrow this search Create Inden legato N i eai On Wheel 1 and only search for calls with a particular serv Fharnteti ice code or calls with a particular service type Figure 4 2 You can narrow the search to just one type see figure 4 2 of service if you wish Using an Advanced search The advanced search for service calls is divided into three tabs Service Resident and Org
152. ally a number that the security dialler sends to Vision The Security Dialler form is where you enter the text that says what the different numbers mean Maybe location 1 is connected to a smoke alarm while location 2 is connected to the move ment detector in the main hallway The locations in this form are used to link text descriptions to the numbers When a security dialler calls the control centre and sends a location number the call operator sees the text entered here If the security dialler sends a number 1 location then the call operator will see the text entered by number 1 which in this case is Smoke Alarm A6 10 Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Security Contact Once you have pressed the OK button and created ha Secwiily Dalles Focnisk il the security dialler information you will see the 5 security dialler frontsheet This is similar to the H Securty Disie PERRET N Dicker frontsheets for creating dwellings and schemes samit Select Esser Sec Diskai Conis Contacts can be linked to the security dialler using the Security Dialler Contact menu item from the Options menu see figure 6 19 Typically these memi Dakia contacts will be the telephone numbers for the lo Figure 6 19 Once a security dialler has been cal police the fire brigade the owner or manag
153. ame W_tch This search would produce anyone called Watch Witch Wetch etc Figure 7 14 The name Smith in the Last Name field together with the percentage signs in every other field tell the server the librarian that it should find any record that has Smith as a contact and that the contents of the other fields do not matter To return to our example above we could find schemes with the garbled contact by using the un derscore wildcard In other words we could ask the computer to look for Sm_th As just mentioned this will find names like Smith and Smyth However what if the name is really Smart Maybe we would be better searching for Sm__ The problem with searching for Sm and then three underscore characters is that this search will not show names that have more than three characters such as Smithson The underscore character is very useful if you know how many letters or numbers are missing However it is less useful if you cannot be sure of the length of the name or word you are searching for Using percentage as a wildcard The percentage wildcard works much like the underscore _ wildcard The only difference is that the percentage wildcard means any number of characters For example asking the compu ter for Sm__ will produce Smith Smyth and Smath but not Smithson However asking the computer to find Sm will find Smith Smyth Smath and Smithson It will even find Smernbolmergth This is why the perc
154. an operator temporary privileges was a supervisor perhaps when other supervisors are away on holiday The advantage is that to return the operator to their normal set of privileges all that has to be done is that this privilege is turned off you do not have to go through the whole set of privileges returning them to their previous state Note that if an operator already had a privilege that is not included in the Supervisor default set then setting supervisor override would add to their privileges it will not turn off any existing privileges Manager Override This privilege gives an operator all of the privileges of a Manager over riding all other settings in the Privileges window Global Edit A new privilege has been added with the release of version 5 15 Users with this privilege can perform global edits changing many records at once Previously any user with edit privilege could perform a global edit Given the potential damage global edit can cause poten tially changing thousands of files it is advised that only very experienced operators be given this privilege Remember you can only grant or revoke a privilege which you already possess yourself Chapter 3 Creating and configuring operators C3 9 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Option Shatistos Select Al Wiss D elieschesd Deiak Elke Views niahi Ei Edt Passed
155. and Add and Delete buttons You may also notice the addition of a column for Unit ID see figure 2 12 This can accept numbers between 700 and 999 and is used for special equipment items such as door panels and central receivers It is also used for special events such as mains failure and telephone line re stored messages In short this number is a speech unit identification number However the iden tification numbers 700 to 999 are reserved for door panels safes and other less common items Again any of these Sp ES defaults are superseded Emici Bas LIRA Versions TTS Locations TT Codes by any codes stored in the TT Scherr ESCodes BSPaoiies Security Codes database for the specific Code Lime Fran Swacention scheme Vision only uses gt BT Line Faded these defaults ifthereare Mane Figsinnad u none stored for the Eee Se ese a ene asc ees scheme in question a Cerna Rceives Reset D ee eee F E 4 pe Ce Remember the TT 3 MEN Codes tab is for callsfrom F En Code Dies dispersed dwellings with 53 En 1 Descnpton Certral Fiecerver Aezet 0 F E home communication Cancel units such as Premier Por Ea em tal and Lifeline The TT ii e Scheme tab sets the de faults for calls from za ina scheme or grouped Figure 2 12 The TT Scheme tab operates in much the same way as the TT Codes tab except for the addition of a Unit Id column a ra alarms such as Communi
156. and plumbing Once he is finished he uses her home communi cation unit to enter a series of numbers These numbers include his PIN his Personal Identification Number The home communication unit then calls the control centre and makes a service call This is a call that is not taken by an operator but is dealt with by PNC3 Vision Every visit Mr Plunger completes results in a service call In this way a record is kept of which jobs have been completed and when they were completed Using tonepads Some residents are connected to scheme alarms such as Communicall They have speech modules in their flats or houses and these speech modules do not have numbered keypads In these situ ations the service provider Mr Plunger will use a small keypad he carries with him This emits tones or notes and Mr Plunger can enter his details using this pad if he holds it close to the microphone in the speech unit Timed and fixed calls As mentioned in Chapter 3 of this volume some service calls are timed and others are fixed A fixed service call is the sort of call a service provider such as Mr Plunger B4 1 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision makes Once he has completed SEAT T his inspection he enters the ap some Lone Helo propriate numbers into the Dealing speech module or home commu Senat RAC Ste NT dures 1335 11 43 am nication unit and this then m
157. ange and enter the start and end times for the shifts or date period see figure 2 17 You can set any type of pattern you wish The date pattern for management reports is set to months of the year although if you would rather have the year divided into 40 day periods rather than months then this is also possible Your patterns for each shift must en oO Tipton compass a whole 24 Shi Perad Stan Time End Time hour period In addi Fark D100 AM 2 59 FM overlap with another hight 10 00 00 PM fr 00 59 a nor must there be any Ty M NET Edi Shift Pered Cier gaps between shifts Opin toe E For example if some Date Fan Siei Date End Dieta e 100 00 PM of your service provid enuary llansar Janan QE dTe 70053 aM ers only work days Februmm rent PE SALE E Edit Dabe Parad and evenings but 2 ip a May H ESTE never work nights you Jure Shan Dee Haras 01 will still need a night z x i PH LE 1 shift in the shift pat End Cate arasy 31 LUE tern to make sure all 24 hours are covered even though none of cres Figure 2 17 The pattern you create in terms of the number of shifts or date periods is entirely up to you Chapter 2 Amending Vision s configuration Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd C2 13 Volume C Managers and Administrators PNC3 Vision your service providers work a night shift The date patterns must also
158. ar TDENAESDENT Hre Sheila onen Ho NE Abbey Houre Figure 7 3 Vision displays a scheme it has found using this summary window Choose Scheme from the Data menu and finding a scheme with an ID number Figure 7 2 shows the brief find window that is shown when you select Scheme from the Data menu If you type in the identification number of a scheme you want Vision will find the scheme and display the scheme to you see figure 7 3 Alternatively Vision announces that there is no scheme that matches the number you typed in see figure 7 4 A bit of jargon search criteria libraries and librarians One problem with much of the computing field is the bewildering jargon that is used Computer databases suffer from this problem in the same way that other types of computer software do Consequently it might be useful to pause at this point and just consider some of this jargon Remember searching the Vision database is really rather simple as long as you understand how it works Imagine that a Vision database is really a library with its own librarian Instead of asking for a book as you might in your local library you ask for various bits of information such as the names and addresses of residents When you ask the librarian the server to look into the library the database you are making a request For example you might ask the librarian to get the address of Mrs E Smith The librarian the server then searche
159. art Chapter 5 Creating dwellings residents and contacts A5 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Fazer Mara Fasscient piah Lits Cam ea JF eta Lat Hara Fras 53 Fai Pics hPa ET Fi Emi Mara LE dej Ode of Demat Amount Char Ert Choe Tard Fin tbe Fera He cup mg aa Chre Care Choice let Chives Charge Dass Punch ne Ce Figure 5 15 The form for entering resident data menu that appears at the bottom left hand side of the screen There is a Regional Settings Control Panel that allows you to choose your country and the formats for date and time Once you have entered the date it will be shown in whatever format your control centre manager or administrator has chosen In other words even if you would rather see the name of the day such as Wednesday or Thursday displayed in the date field typing this in will have no effect What you see depends upon the settings within Vision not what you type Entering dates You must remember to enter the full year of the date For example if you enter a date as 2 6 01 Vision might be unsure whether your date refersto 1901 or the year 2001 As it happens Vision will assume that any two character date from 50 to 99 refers to dates from 1950 to 1999 Any two figure dates from 00 to 49 are assumed to refer to 2000 through to the year 2049 However you should always enter the full y
160. articular service provider To be more accurate it allows you to search for all organisations with service providers that fit the criteria you enter For example if you enter Jones in the Last Name field and then press the Find button then you will be shown all organisations that have someone called Jones working as a service provider The Services tab in the advanced Organisations Search window see figure 3 15 allows you to find organisations that provide certain services This is useful if you use a number of outside contractors For example if Mrs Smith calls to say that she would like to receive regular physi otherapy then you could search for just the organisations that provide physiotherapy services Chapter 3 Organisations B3 7 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Combining search criteria You may recall from explana tions of searching in Volume A of this manual that informa tion you enter in one tab of a search window is used with the information in another tab For example it would be possible to search for all of the organi sations that provide electrical services see figure 3 15 and also enter the times and dates when a service provider needs to be available in the Service Provider tab see figure 3 14 In this way you will find all of the organisations that provide electrical services and have a service provider available be tween th
161. as turned off call notification using the system menu see figure 2 6 then again the beep will not be emitted Select first scheme resident When a call arrives from a scheme details of the resident who has called usually do not arrive for another three seconds The operator has to select the call fromthe scheme and then has to select the resident who has called If this option is checked see figure 2 3 then the resident call is automatically opened after the operator has selected the scheme call Quick Cleardown When a call is cleared down there are special tones that end the call often referred to as bye bye tones The operator upon hearing these knows that the call has ended properly and that Vision and the unit that has called have correctly finished communicating with one another The problem with this is the extra time it takes If the Quick Cleardown option is checked then the call is immediately removed from the call station enabling the call operator to immediately select the next call However the call operator will no longer be able to hear the bye bye tones if this option is checked Save Periodic Calls in Calls History Home communication units such as Premier and Lifeline can be programmed to automatically call in see the section on Periodic Calls in Chapter 5 of Volume A Usually they are set to call in every 28 days and this confirms that they are still in working order These calls are not dealt with by an
162. ase control centre should this be necessary Program 3 a mm m EL LFI LH ming will be dealt with in a Chapter 11 of this Tom A Lr volume Cony Lronrsstitan Postcode CRF aE Enter the address of the property optional Ser Next you need to enter the name of the property Figure 5 10 The numbers of characters that can be entered into address fields is limited mostly to 30 characters per field area town county and postcode You can only if it has one and the street number street name enter up to thirty characters letters numbers and spaces in each address field The exceptions are the street number field where up to ten characters can be entered and the postcode field where up to twelve characters can be entered Select the characteristics of the dwelling optional Click on one of the char acteristics in the grid shown towards the bot Ale No 145s 25465 tom left hand side of Lind Idend Es the dwelling window rad Phone Ma zu see figure 5 11 Then click on the Change Cur rent Choice button be Ist Sem Cetached Hours low This will display a list you can choose p epety Tupe from For example if lumix there is a characteristic called Building Type Drange Cunerd Choice then you might be able Patch Cali to choose between bun Figure 5 11 Characteristics can be selected and chosen from a list The choices you see are determined by y
163. ase If you change this number for a unit already placed in a dwelling then you must remember to also alter the Unit Ident for the dwelling in the database Periodic Call Some models can be set to call every so often usually every twenty eight days In this way the control centre can be sure that the home communication unit is functioning correctly You can use the Periodic Call tab to turn this feature on and off see figure 11 23 and to set the number of Se Prog Liebes Fo Livin ID mies ber Epari Equaret it jeri tas re Ur Lisa Dico Did ehe Dii Cire A rece Paro Cal nip J pi PRE Mure sai Erir Fig Erap de J Fo Fanki rn Hora Ai Fr Enshi F Era Fr tih day M 17 os sg rase rss TETE E Cored boa the ri mahae pacek cat Figure 11 23 The 12 hour delay allows calls to arrive in the middle of the night when the control centre computers are not as busy Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A11 15 Volume A Basics PNC3 Vision Away Services days between calls Remember this sets the number of days the home communication unit will wait before making each periodic call This must be set to the same number of days as the record for the dwelling see Chapter 5 of this volume for a longer explanation and details of setting the periodic calls interval in the Vision database Add 12 Hours If you set th
164. associated resident alarms 2 Handling resident alarms which always fail to select such as central receiver reset or mains fail Case 1 will be addressed in a future release of PNC3 Vision Unfortunately we cannot put special case handling in for the non speech alarms in case 2 because non Tunstall scheme equipment can use the same ID ranges for different purposes A much less likely cause can sometimes arise If the current network master PC has been switched off another PC will take over as network master Since the network master is the PC that tracks calls and assigns their identifying internal tag values a change of network master gives problems if a call is answered under one network master and cleared under another This usually results in INCOMPLETE calls being recorded during the changeover which lasts less than a minute Why don t some scheme resident calls get automatically selected even though have select first resident checked in the system configuration The system makes a best guess as to which resident alarms will have a speech unit based upon their call code and ID For example any alarm which has a unit ID of 700 or above will not be auto answered because it is most likely an information call such as central receiver reset mains fail restore etc R3 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Why does the light on my Spee
165. atabase C5 9 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Copying the database First you must log onto the archive station using a domain administrator s username and pass word see Chapter 3 from this volume for information on domain administrators If you do not log in as adomain administrator then you will need to manually restart the database service on the standby server after you have finished restore This is normally a process only engineers would be expected to undertake and so remember to log on as a domain administrator The database is not copied direct from the main server to the standby as this would take up too much of the main server s time To copy the database you need to first perform a backup to the archive station You might wish to check that the archive station is connected to the main server and not the standby To do this use the Change Server application see below to see which button is highlighted If the Use Primary Server buttons is dimmed then you are connected to the main server You then use the Restore to Standby application from the Start menu on the archive station see figure 5 11 This will copy the database backup on the archive station to the standby server Switching servers Operators can switch from the main NEE Change Semi HH ChangeSereer Picepare F Document b server to the standby server b
166. ate many adminis trators then you increase the chance that one of them will accidentally do something they should not Consequently you should not create more administrators than you really need The task of creating operators is dealt with in Chapter 3 of Volume C Forgetting the password What would happen if you did not create any administrators and you forgot your password for MANAGER The answer is that Tunstall would have to reinstall Windows NT and Vision Your database might even be lost Once passwords for administrators are lost there I Coria Pane 4 es Sourate EEE Tape Spttem Propertios Gewei Petiormance Ernest Statup Shatdonn Hardimare Pocies Uses F ofles User poofiles contain desktop getings and othe infomation Change pe ET cre cbr vesedor Bach compulei sou Le gi you Gan Het rung polis Profle Typ ihal ca a ar Or dr Compass pii Lib A er Folk soned on iea Coping shai CO MAHAGE F AITER Local CLaMA F 1ES ER Locs 1208 DCPMARGARE T 143EH L il Figure 1 1 user profile can be set to Local or Roaming using the System control panel C1 4 Chapter 1 Amending Windows NT settings Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision is no way of breaking into Windows NT In short it is a truly secure system and not even Tunstall s Research and Development Engineers can break in As
167. ation such as names and addresses to the location Information such as the names and tel of relatives is linked to individual residents This is similar to information for an individual dwelling with a dispersed unit To summarize common contact information such as ephone numbers of relatives is linked to the resident A4 6 Chapter 4 How is data organised within Vision Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Scheme identification numbers Se coon One difference between schemes or grouped alarms on one hand and individual dwellings with e e home communication units on the other is the _ N EEE P a h Liv type of identification number that is sent A dis i main persed unit or home communication unit sends Schema i Controller just one unique identification number However alr a grouped alarm or scheme transmits at least two sg Lin ID and 3 Car D numbers The first number is the scheme s iden Fame EA ne a tification number The second number is the Erica number of the alarm unit that has been triggered Sometimes more than one alarm connected to a scheme controller might go off at once For ex Ru ample a fire might trigger more than one smoke alarm and a resident might also press an alarm Figure 4 11 An alarm call made by a speech unit within a scheme sends its identification number to the scheme controller
168. ation tab although this time it is the scope of the location rather than the owner Again you can specify whether the equipment has been allo cated to a location or not see figure 1 11 The entries you can make in the Location area of the Eguipmerl Liat DEE os screen will vary according to whether you have selected Scheme Dwelling or Security as the Location Scope F d z t Search Diana oun uipmen equip Salc AJ The equipment found as a result of your search will be displayed ina Wew Selected Detsii list showing the type the model its status serial number and its ATVs location see figure 1 12 From here you can use the Options menu A to update the next service date attach notes edit or even view the Dete equipment history see figure 1 13 Equipment history is dealt within Hier the next section Chae All Notes Global El Histories Eire u Update Het Senice Dae Each item of equipment has a history This history is a record of Emmi what happened to it For example the history will include who it was allocated to and when it was allocated It will also include informa Figure 1 13 The Options menu tion on when it was created when its record in the database was the Equipment List allows dited you to delete edit and create an equipment as well as attach notes and and view the history of an item of equipment B1 6 Chapter 1 Equipment Volume B Advanced PNC3 Vision Documentation Version 5 40
169. atter of policy for your control centre and you should ask for guidance from your control centre manager or administrator Chapter 10 Handling calls A10 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Requeuing a Call Sometimes you may take a call only to realize that an other operator should handle it for whatever reason Choosing Requeue from the Calls menu see figure 10 18 will put the call back into the list of calls waiting to be answered shown in the Calls Waiting window Another operator can then select and handle the call If you requeue a call from a scheme then all calls from the scheme are requeued It is not possible to requeue just some calls from a scheme Referring a call Imagine that a resident calls to say that FERRER Tenant Dow she has fallen and also mentions that Cal Hemon she has fallen several times in the last month Your first concern will be to sts Taken arrange assistance for her via a con km tact However there is also the issue Famy of why she keeps falling This is some Diha Action thing that needs to be referred to her care manager In some cases care man agers can log on to Vision to check their clients It is possible to refer a Feudert Wajan Hol Aveia Fresdert srian on Faga Telsshore Masaai Tera Aiii Usar PAUL CALLS Waiting 0 Held 0 e View Dots Conioue Help Ce
170. be complete and must cover all 365 days of the year No tice that the date pattern for February goes up to the twenty ninth Although most years will not have a 29 February this is important for leap years If you do accidentally set a date or shift pattern where one period overlaps another or where there is a gap between peri ods you will be shown the warning in figure 2 18 Shift Pesiods N Shis Est Late Euro Tad o more tells galap on ars or Dale Fiind t Dates Februap March Enw Tero m moss date pence cremlap on nal continue Figure 2 18 The shift and date patterns you create must not overlap nor must they have gaps between them C2 14 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 2 Amending Vision s configuration Volume C Managers and Administrators PNC3 Vision Creating and configuring operators First this chapter deals with logging on as MANAGER and creating other Windows NT Domain Administrators The issue of the different types of user account that managers should create for themselves is dealt with and then the process of creating operators is introduced There are different types of operator and these are explained before the various privileges that can be set are described Finally the procedure for creating a password for an operator who has forgotten their password is explained Creating administrators Once Windows NT and Visi
171. be simple such as finding schemes with certain iden tification numbers or finding schemes in certain towns Some searches however will be more complex You might want to regu larly find schemes in a particular location that belong to a certain housing associa tion Maybe they regularly update the con tacts such as builders and plumbers for these schemes Entering the search criteria every time can be a nuisance and this is why it is possible to save search criteria To save your search criteria enter the details of the search but do not press the Find button Choose Save Search Criteria Figure 7 19 The options menu allows you to save restore and delete search criteria Save Sas ch Critesis c ealed in math as a let Citaled By LE Februar 1339 164256 Leal Moched Figure 7 20 Search criteria have to be saved using names with a maximum of 30 characters none of which can be spaces from the Options menu see figure 7 19 and then enter aname you wish to call the search into the Save Name field see figure 7 20 This name cannot be more than 30 characters and cannot contain spaces You can also enter a comment such as This is the search use for changing the contacts for the Cromwell Housing Association Next time you wish to search using the criteria you have just entered choose Re store Search Criteria from the Options menu Click on the tab by the name field and choose the name of the
172. bedroom and walk on the pressure mat or in front of the movement detec tor then the unit will send an alarm to say that the resi dent has not got up The control centre can then call a contact who can check to see if the resident needs help Figure 2 4 Smoke alarms can also be connected to a home communication unit People who have difficulty moving around are at greater risk from fire Some models of Tunstall telephones can be linked to smoke detectors and heat detectors If these detectors are set off by a fire then the Tunstall unit will automatically telephone the control centre and send a message to say that a detector has been activated The control centre will then alert the fire brigade Figure 2 5 Extremes of temperature can be detected and a warning sent to the control centre Chapter 2 Telephones and control centres a guide for new users A2 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Low temperatures The failure of a heating system is an uncomfortable inconvenience for most people However for some vul nerable individuals it can be much more significant and even dangerous Consequently a Tunstall unit can also be connected to a low temperature sensor that will Figure 2 6 Devices for detecting intruders can be connected to the home communication unit When a burglar is detected the home communi cation unit will telephone the con
173. bits of information that need to be passed to wardens When the informa H amp CONTACT tion in a note has been related Figure 9 11 The Location Summary shows selected information on the dwelling the residents and any contacts to the warden then the tick box should be clicked This fa cility is most commonly used with background calls see Chapter 6 of this volume Location summary As previously mentioned each type of record has its own form for entering and editing details Schemes dwellings residents and contacts all have their own forms Frontsheets serve a different purpose they allow you to link different records together In particular you can link contacts to schemes dwellings and residents However when a call comes in a summary of this information is needed This is the purpose of the Location Summary it provides key information from a collec tion of records The Location Summary is also sometimes referred to as the Call Details Display The Location Summary is a window containing other windows see figure 9 11 At the top are the Details List Edit and Print menus Edit allows you to see and amend either the scheme or dwelling frontsheet Printing will be dealt with in a section later in this chapter If a dispersed dwelling is shown in the Location Summary i e a dwelling that is not part of ascheme but has a home communication unit instead of a speech unit then only the dwelling can be edited or printed
174. book produces a full summary display A8 10 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 8 Finding dwellings residents and contacts Volume A Basics PNC3 Vision Printing labels You may need to send newsletters and information Fre Delined Label EG sheets to residents and contacts The Address Book Hain Label ven TIED TE x 1 12 Awen TIEI 2 12 x 1 50 Avery TIRE Bar Awer TIEI STDP x 1 1 Avery TIEA 2 1 2 x2 5 6 dent GE 3 STDP 2 2s Awen TBE S510 23 AF Aweny TUE F 25 x 11 11 Avery TIER 7 1316 5 7 87 allows you to do this First you need to select the label size you wish to use by selecting Labels fromthe Configure Menu see figure 8 21 This list contains a number of predefined label sizes which you can alter if you wish see figure 8 22 Print Layout You can also set various character istics of the printer if you select Print Layout from the Configure menu This will produce the list displayed in figure 8 23 The Print Layout list will display all of the printers connected to your computer You can edit each one by selecting Edit fromthe Options menu The Print Figure 8 21 You can select the type of label Layout edit window see figure 8 24 allows you to NL select the font to be used as well as the size of the P TER ETES font A font is just a style of lettering You can also a i set and X and Y offset Set
175. bout a resi dent such as their name as well as any information held under keywords such as Angina or Mobility It also shows some dwelling information such as the address Contacts are also shown with a few key details for each one It is also possible to think of a location summary as a central hub a point from which other screens can be easily reached From the location summary it is possible to quickly move to screens that allow you to view and edit residents dwellings schemes and contacts Forms for searching The windows used for advanced searches are much the same as the forms used for entering and editing data for each record see figure 9 1 and 9 4 The difference is that several records are shown together on different pages It is this feature that allows you to search for example for all of the dwellings with a certain contact or a particular resident In other words it is possible to search for any attribute field of a dwelling record as well as any attribute of a record linked to it Lists Information is also presented in lists see figure 9 1 and 9 5 Lists show just two or three fields of data from each record This is usually just enough for you to select the record of interest and to display it fully f you search for TE dwellings you will be Upton Stsintes presented with a list of dwellings that match t i l i The Willows 4 Holbeck Place F 3 oo us JR Wore the search criteria you 70 Mis E Smh 22 Woo
176. button or radio trigger has been pressed This setting see figure 11 42 can be used to enable or disable speech synthe sis which some residents find useful while others find it irritating It can also be used to enable some spoken messages while disabling others The home communication unit will speak messages to the resident such as Do not worry your alarm telephone is dialling for assistance As mentioned it will also announce the numbers that are entered into the keypad which can be particularly useful for residents with sight prob lems The unit will also speak the Mains Electricity Failure warning and the Line Monitor warning e Enable all All spoken messages will be turned on e Disable keypad The unit will not repeat the numbers that are typed into the keypad Disable message The unit will not announce messages such as Do not worry your alarm telephone is dialling for assistance No keypad or message The unit will not repeat the numbers that are typed into the keypad nor will it announce messages such as Do not worry your alarm telephone is dialling for assistance However it will still announce electricity mains failure warnings e Disable all This turns off all speech synthesis Language Lifeline 4000 has two languages built into it Which two languages are built in is set at the factory during manufacture This feature is used in areas where there are two languages spoken such as in countries such as B
177. by C5 8 service periods equipment database B1 3 services creating a service B3 3 creating a service provider B3 4 creating service calls B4 4 finding service calls see finding fixed and timed services B3 2 role of service providers B4 1 service provision tracking B4 1 working patterns and shifts B3 5 complex working patterns B3 5 shared folders C1 3 shifts B3 5 shift patterns C2 12 smoke alarms A2 3 social security references A5 10 software version C2 2 speech synthesis background calls A10 19 resident calls A10 2 see home communication units programming warden calls A10 19 speech unit using A10 6 standby server C5 8 statistics and management reports D1 2 system status C6 1 Caller Line Identification and system status C6 6 LIMS and system status C6 5 R7 12 Reference 1 Index Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Task Manager C1 8 tax codes B6 4 telephone calls ordinary A10 18 Telephone Directory A8 9 temperature low temperature alarms A2 3 timed services B3 2 Timer Config C5 7 TonePad A11 8 tonepads used by service providers B4 1 triggers radio A2 2 Trend Analysis D6 5 TT92 locations C2 8 TT codes A5 8 setting default TT codes C2 9 unit ID see identification number unit ident see identification number unit equipment options see home communication units programming Unused Identity Numbers D3 5 user groups C1 3 user numbers see home communi
178. cation units programming user profiles C1 3 version C2 2 voice switched speech A10 4 volume adjustments A10 6 volumes ringing C2 6 vulnerable people A2 1 Reference 1 Index R7 13 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision warden notes A9 7 wildcards see finding Windows NT A3 3 amending Windows NT settings C1 1 backing up Windows NT settings C1 9 communication protocols internal to Vision C1 3 date time and currency formats C1 6 desktop changing and problems C1 7 hard disk format C1 2 screen saver the importance of C1 7 security C1 3 security and passwords C1 4 setting up printers C1 5 shared folders C1 3 Task Manager C1 8 user groups C1 3 user profiles C1 3 working patterns and shifts B3 5 R7 14 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Reference 1 Index Reference PNC3 Vision
179. ch Dossin Tyce ns riteria in the brief Organisation a E pner Oryanisatiuns Diganaaton Mans E Search window see figure 3 12 will produce a list of all organisations Crese Ed daroe Find Est However if you begin to deal witha fee Bee ee number of organisations then you Figure 3 12 Pressing the Find button in the Brief Find window may need the more advanced search without entering any criteria will produce a list of all organiza tions facilities The advanced organisation Dngsniestions Search Advanced Cotons Sort Organisation Service Provider Desnisstion Servite Provide Serene Ongenestion and Services If you are unclear ee Ungarssuiion Type ER about how searching using Organisation E Oigenisation Scene Hara search window has three tabs tabbed information works then see Chapter 8 from Volume A The Organisation tab is much like the brief search window except that you can also search for an organisation using parts of its address or even its tel ephone number see figure 3 13 In some cases you may not wish to find an organisation Instead you may wish to find Figure 3 13 You can also search for an organization using elements of its address a particular service provider even if you cannot remember which organisation he or she works for The Service Provider tab in the advanced search window see figure 3 14 allows you to search for a p
180. ch unit change to red when I dial out to a telephone Calls to telephones must be made in full duplex mode where both ends can talk at once rather than half duplex mode where only one end can talk at any one time Since the system knows this it automatically switches into that mode to save you the trouble and enables the headset The red light on the speech unit shows that the headset is in use rather than the speech unit itself the speech unit cannot operate in full duplex only half duplex When dial out to a dispersed unit cannot program it Why Dispersed units such as Lifeline can only be programmed in half duplex mode but when you dial out to a dispersed it behaves like a telephone and operates in full duplex This is because the dispersed unit does not know who is ringing it and assumes that the caller will be another telephone because this is the most likely case In order to program the dispersed you must use the Tone Switch button to switch the unit into half duplex mode The program button will then become available You can also select Tone Switch from the Call menu at the top of the screen When I dial a scheme or scheme resident the location details appear But when I dial a dispersed unit they do not appear Why This problem is related to the previous one When you call a dispersed unit it assumes the call is from another telephone answers in full duplex mode and does not attempt to handshake The handshak
181. chemes in fact you can attach notes to all sorts of different types of record within Vision Notes just like the notes you might write on a notepad with a pen or pencil are reminders For example you might have received a call from a resident who has fallen but who then refused assistance because of his strong religious beliefs If either a short or long explanation is needed then you can attach a note to a resident Notes have a subject up to 40 characters including spaces with just over one thousand characters for any explanation or detail see figure 9 7 Notes can be created and attached to k Lit Et Fin a i Subject Doct Witten By PAIL Subject rer Probleme ent telephones PALL a oa ag hat thee boni Choc has c 4 Holbeck Pisce Sualighae Cross Eraras CAT DE EMTE r P Mare Pint OF Canca UGHTER ss ene Smith I THE Du Feet Persia Ho MARS 225108 Figure 9 7 Notes allow you to enter reminders and explanations and attach them to almost any sort of record in Vision Chapter 9 Viewing and editing data A9 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Ls schemes oo Devel Fant bread E e dwellings F Meur Dwaling he eier d Hobbeck Place vathore Crome e security diallers Open Deck organisations Find D welling e residents Consts Flesdent LE fy FT R Police e contacts Besen Corim CR F ES Draing Contest
182. ching over a long period is that again it increases the size of the database The Maximum Task List Length determines the maximum time space in days of the diary while Historical Days sets a limit for the minimum number of days of past records the rota keeps For example let us imagine that Historical Days is set to just 21 days three weeks Let us also imagine that the rota actually has 60 days of records Next you enter some new shifts at the limit of the rota s time span In other words you enter some shifts five months in advance The rota will automatically delete the previous records However it will not delete the last 21 days In other words Historical Days is a setting that says to the rota never delete records for the last 21 days or whatever the Historical Days is set to The default value for Historical Days is 14 days while the maximum is the same as the Maxi mum Task List Length In other words if the Maximum Task List Length is set to 180 days then the maximum value for Historical days is 180 days See Chapter 2 of Volume B for more information on rotas PBX Dial Out Prefix Some control centres are connected via a PABX interface PABX simply stands for Personal Auto matic Business Exchange and is often referred to as simple PBX Personal Business Exchange This means that you have to dial anumber such as 9 in order to obtain an outside line If this is the case then the prefix number the number you have to
183. chnological developments will bring in the fu ture Added to this the previous operating system Windows 3 11 using the Novell networking system is becoming obsolete 2 Tunstall is also keen to respond to customer requests and evolving user needs and so has incorporated various new features within PNC3 Vision Not only isthe Vision Control Centre system millennium proof it also meets the growing desire among customers to reduce the costs of running several control centres by ena bling a single multifunctional control centre to meet a variety of needs The Vision system builds on existing user knowledge and skills If you already have experience of a Tunstall Control Centre then you will find transferring to Vision easy and rewarding Learning to use PNC3 Vision for the first time is also easy Its advanced interface superior facilities and well integrated comprehensive documentation mean that even complex tasks seem simple What does PNC3 Vision do PNC3 Vision is a system for control centres Note that the word system does not really mean anything special The Vision system is the computer hardware boxes cables keyboards and software that works to allow call operators to answer calls and see information about residents If you find any of the words used here confusing then have a look in the glossary towards the back of this manual In this manual the term glossary is used to mean a list of special or unusual words together
184. ck six weeks This can be particularly important if a major problem is introduced into the database such as replacing or destroying a great deal of useful data but the problem is not noticed for some time Monthly backups You need twelve further tapes for monthly backups You should perform a backup to one of these tapes every month and then keep the tape for 12 months In this way you will have a monthly record of the database stretching back over one year Storing the tapes The tapes should be stored in a building well away from the control centre at least 500 metres If your control centre is flooded or catches fire the building you keep your tape backups in should be unaffected For example if your control centre had been situated in central Manchester when the bomb that destroyed and damaged so many buildings went off you would only have been able to retrieve a copy of the database from a building some way away from the centre of the city Following the bomb in the centre of London a few years ago several companies were not allowed into their buildings to retrieve their backup tapes for many weeks This would not have been a problem had they stored them off site Tapes should be stored in a fire safe Small fire safes can cost less than 150 and yet they are relatively secure and offer protection against both minor and more serious fires Damaging tapes The tapes should never be left near an electric power supply or other mag netic so
185. communication unit or speech unit D ann Figure 10 10 Residents with hearing difficulties can be assisted by Volume When speaking to a increasing and decreasing the volume of their home communication unit The type of communication avaliable either full or half duplex is displayed in the menu bar Full duplex is only available for calls to and from Communicall Vision and Lifeline 4000 resident you might find that the resident cannot hear you clearly Some residents will have hear ing difficulties and you can increase or decrease the volume of the loudspeaker in the resident s home communication unit by using the menu items Volume Up and Volume Down as shown in figure 10 10 Alternatively you can increase or decrease the volume using the F6 and F7 function keys on the keyboard It is only possible to increase or decrease volume for a home communication unit a dispersed dwelling Speech units in schemes cannot have their volume altered using the Volume Up and Volume Down commands from the Call menu A10 6 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Switching between full and half duplex speech Weer JFH CALLS Waitin 0 Held 08 Suchen moe view Oats Conigue Hele As mentioned earlier in this chapter calls to and from Communicall Vision scheme alarms and Lifeline 4000s can Cpe Cal iu be dealt with using full duplex speech This
186. ct this menu item you will be shown a summary of what the unit can do see figure 11 47 a Free Lie ine ATOM Eni Lite EN A Pari j Fes El Sat coca shk crea hoe ha cap deren vet Han Lier Leds W lp Lies Hoss Lin Seit RME Peine input Speech MarealErig Speuch Tegan Chock Cursor cp Ind ae E croi Smile Flan Lica Has U cer Optiarc Lise ADO Ps Des bebe Pete E E amn ab ere Benes Perija mpm Peoi cal apa Cit Der ran Bacon fer ce se TE Sac rcan dara Hei comechonta PEE Figure 11 47 The Information menu item provides a quick summary of the features of the selected home unit A11 34 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 11 Call histories dialling out and programming Volume A Basics PNC3 Vision Programming schemes There is no special interface for programming schemes However some schemes such as Communicall can be programmed from the control centre If you are not familiar with changing the settings on a scheme then you should not attempt to change the settings However ex wardens who are familiar with the codes used may wish to alter the settings on a scheme from the comfort of the control centre Scheme controllers such as Communicall are altered by typing numbered commands into the warden s handset and then pressing select The numbers used are between 900 and 998 inclusive of these two figures It i
187. ct your choice from a list The reason is spelling and searches Imagine that you had typed in Cromwellshire County Council but in the rush you mis spelled the word County and wrote Country instead Next time the control centre manager wishes to know how many dwellings are paid for by Cromwellshire County Council she or he will not find the dwelling you have just entered because you wrote Country instead of County Lists are there to make sure everyone spells authorities in the same way Choose the model of home communication unit When you click on the Model field you will see a list of possible home communication units There are different types of home communication unit and the database needs to know which type of unit is connected at each dwelling Firstly managers and administrators need to know which home communication units are distributed at different addresses Secondly this information is i Cdt Dwelling Location Options Dwaling TT Codes BS Codes Ciwaling m im Al Phone Ho Ira ashr Faihoriy f Horas Hodel Tre Fren huanek D weling besten aa otha Harat i Humber Sheet ares Figure 5 9 The type or model of home communication unit is selected from the model list A5 6 Chapter 5 Creating dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision needed for programming these units from the Ten Ph
188. ctivity Monitoring Some equipment is capable of monitoring whether the resident has carried out some form of activity over the previous 12 or 24 hours or other period If the resident seems to be inactive a warning call may be made LIM and LIMNet Line Interface Modules LIMs are contained within the Telecommunications Enclosure the LIM provides Vision s speech facilities and links with the public telephone network The LIMNet is a network of Line Interface Modules The LIMNet is connected between the Telecommunications Enclosure and the operator stations Periodic Call Some types of equipment are capable of making automatic self testing calls to the control centre every few days This facility can usually be turned on or off and the number of days in between each call set Personal Recipients Most types of equipment will be programmed to dial the number of a control centre if there is an emergency call being made Some equipment types have the option of dialling Personal Recipients PR PRs are normally people such as neighbours relatives or friends who may be of some use in an emergency If a personal recipient is listed then a Tunstall alarm units will always call this personal recipient first if the call is raised using an integral button or a radio trigger If the call is started by a smoke detector or some other automatic alarm then the unit will always call the control centre first Pre Alarm Delay When an emergency call
189. curity dialler the highest priority of all of the codes is used to specify the overall priority of the call Once again these defaults can be overridden by the text and priorities entered for a specific security location C2 12 Chapter 2 Amending Vision s configuration Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Setting Date and Shift Patterns The date and shift patterns are used in two places They are used for ro tas and also for management re ports The Management Reports facil ity dealt with in volume D of this manual looks at the patterns called Management Reports see figure 2 16 If the shift patterns entered under the name of Management Re ports does not match the shift pat terns for your operators then a number of Management Reports Edit Shilt Patterns Daie Patterns Figure 2 16 The shift and date patterns are important if you use Rotas or Management Reports will produce inaccurate information The date and shift patterns are also used in Rotas It is possible to keep rota information for call operators data operators service providers and any other group you choose For this reason it is possible to create more than one shift and date pattern You can have a shift pattern for the service providers and another for your operators To change a date or shift pattern simply double click on the pattern you wish to ch
190. d or the housing association or council to which the dwelling belongs For example all of the schemes in a particu lar town might be numbered between 2 000 and 3 000 Consequently if you want to find all of the schemes in this town all you have to do is to search for all schemes with an identification number between 2 000 and 3 000 The brief find window see figure 7 2 is new to Vision It has been created as part of Tunstall s policy of evolving PNC3 to better match users tasks Finding a scheme using a brief search Within Vision it is possible to search for different types of record However once you discover how to search for one type of information such as schemes you will find searching for other types of data such as dwellings or residents easy Consequently we will consider searching for schemes in detail and then consider searching for residents dwellings and contacts later in less detail in the next chapter A7 2 Chapter 7 Finding schemes Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision EP Scheme Ident 511 Detak Let Edt Erin id Equipment Haven TIC Scheme II wenden C On Duy ae ja 1 Fiat i mat ea Peele me OF Duy Paddock Office Mo Units B Arid Hoden Add Hois Crome Crosrsslchas 0026 THO Background Sander Calk Erste Daik Options 5 Aia HA CONTACT Kr Erica Smith res 1497 072508 en abe Esia M
191. d contacts Schemes security diallers and related data Finding schemes Finding dwellings residents and contacts Viewing and editing data Handling calls Call histories dialling out and programming UK Phone Day 2 Equipment Rotas Organisations Service Calls Incident Manager Invoice Manager Volume C Managers and Administrators Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Reference Reference 1 Reference 2 Reference 3 Reference 4 Reference 5 Reference 6 Reference 7 Book 2 Amending Windows NT settings Amending Vision s configuration Creating and configuring operators Configuring choices operators can make Backing up the database System Status and Events Menu reference Function keys Frequently asked questions Trouble shooting Asking Tunstall for help Glossary Index Volume D Management Reports Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 An Introduction to Management Reports Creating a Management Report System Usage and Analysis Calls Analysis Data Analysis Batch Reports and Trend Analysis Documentation Version 5 40 Contents Volume A Basics 1 Introduction amp Overview What does this manual deal With uuurunnnunnnnannnunnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn Al VOIUMOSA MB ASICS 2 2 A ee ae Dh ee ee Ten All Volume By Advanced Heli dr issn ied ae iaia adada A1 2 Volume C Managers amp Administrators 0 0
192. d the dwelling record All of the information on the dwelling including the resident clude the address of the dwell j the contacts and the history of calls made from the address is called ing as well as the type of home the dwelling collection Chapter 4 How is data organised within Vision A4 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision communication unit that is installed in the house or flat see figure 4 5 This dwelling record is linked to other records Specifically the dwelling record is linked to the resident record the con tacts records as well as the history of calls made from that address This collection of records is called the dwelling collection You can think of a dwelling record or a resident record as being a bit like a card index You may recall from the explanation given above that the Vision relational database is not like a card index database but constructed from tables of information linked together Indeed it is this linking of information that makes the Vision database comparatively small fast and highly effi cient However the information in each record is made to appear as though it is just one piece of information In reality the information in a record is held in a variety of different tables but you can still think of each record as being like a card from a card index file Using the latest open standards When an operator
193. d the on line help Vision installed on single computers i e without a server or other computers uses Named Pipes protocol instead of TCP IP Incidentally TCP IP is the protocol used over the internet Many users of the internet log on and are allocated a temporary address this process is called dynamic allocation Vision does not use dynamic allocation of IP addresses and each call handling and data station has a fixed ad dress Vision does not use dynamic allocation because fixed addresses are helpful during fault diagnosis Shared folders The Tunstall Engineer who configured your PNC3 Vision system will have set two folders on the server to be shared This means that their contents can be accessed by the call handling stations and the data stations connected to the network These two folders are called Spool and Utils If you turn sharing off for these folders then the client computers the call handling and data sta tions will not be able to access their contents If the client computers cannot see the Spool folder then this will interfere with the way in which calls histories are updated More seriously if the client computers cannot see the Utils folder the configuration information for Vision cannot be read and the configuration details held by the client computers will become inconsistent Security Vision is normally set up to have just one security domain The server is the domain controller it contains the user account and s
194. d to select the Brief Find window using the Data menu and Histo ries submenu see figure 5 1 You will be presented with the window shown in figure 5 5 You can find an incident using the incident number You cannot edit the incident number as this number is automatically generated by Vision and is unique to the incident although you can search for the number You may have told the resident the incident number and he or she may well be able to recall it when they call you to ask about progress If you wish you can search using the name of the resident You can also search by location If you entered 69 in the Unit ID for Mrs Smith s prop erty you would be shown all of the incidents attached to that location Advanced search While brief find is probably best for finding individual inci L ai leider Lisi dents so they can be updated the advanced features are Staintics better suited for checking a range of incidents The Dwell _ ssch Crisis ing tab see figure 5 6 can be used to find incidents at Sieci Fell tached to particular dwellings either through the name of MemSekcedDetss UNI arr Linn the resident the Scheme or Unit IDs or parts of the address _ a of the dwelling For example you could find all incidents in Lge the town of Cromwell This might be relevant if you know elie Sekschsd that Cromwell has just been sealed off by the Police be Modes cause of a chemical leak and you want to alert the relevant I Mojs
195. days as vided for convenience You can also see at the bottom of figure 2 4 well as the magnifying glass for the same purpose they do exactly the same thing and are pro that the scale either hours or days is indicated in text button You can now see from figure 2 4 that availability when shown hour by hour is shown in green and red rather than amber This is because the operators are available for whole hours while they are not available for a whole 24 hour day B2 2 Chapter 2 Rotas Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Entering times and dates You can see from figure 2 2 that the operator called Edit Fota far ANDY E Andy is not available for any of the period shown You om0 can alter this by selecting Andy simply by clicking on OOo D Ara thered coloured bar beside his name To edit thetimes that Andy is available you should select Edit from the Options menu or you can just double click on Andy G valable e Linarcadatie The window displayed in figure 2 6 will appear and Shit Pisten you can then set the time and date for the start of the m period when Andy is available and the time and date Mi Fed when he is not available Using shift patterns and periods Figure 2 6 You can enter a period of time As you can imagine entering the time and date on and when Andy is or is not available off shift for every operator
196. dded when the database becomes available To create a call select Histories and then Calls from the Data menu This will produce the Brief Find window Press the Create button and the window shown in figure 11 7 will be produced The lower part of the window shown in figure 11 7 will not be active until you have found the dwelling security dialler contact or care manager for which you wish to create a call record First select the type such as dwelling scheme etc from the radio buttons at the top of the window If you select a dwelling you will be able to enter a scheme and unit identification number and then press the find button If Vision finds the dwelling from the numbers you have entered then the address field will be filled in and you can progress to the next stage If Vision does not find the dwelling you will be presented with a find window see figure 11 8 CaTa acter Loc Faved ere Qp ons Eat ge pe Aie Fr einig e Hares x Ura Bahasa at FE F pe ed Tits f Ton i EEE eae Fe zz Cr Figure 11 8 The find button will use any scheme or unit identification number you have entered to find a record If it cannot find a record then you will be presented with a more advanced search window Chapter 11 Call histories dialling out and programming A115 Volume A Basics Documentation Version 5 40 PNC3 Vision Copyright 1998 1999 2000 Tunstall Group Ltd If you select Security Dial ler Contact or Care Man
197. del number authority equipment number address characteristics or even their contacts The difference that should be apparent from figure 8 10 is that security diallers can be searched according to the location of different types of alarm that are connected to them Remember the location number is a code such as the number 1 where this number means fire or ground floor movement sensor For example it would be possible to find all security diallers that have fire as the meaning for location 1 Finding contacts As already mentioned it is possible to find locations such as schemes dwellings or security dial lers It is also possible to find the dwelling where certain residents are located However if you find contacts using the advanced search windows for dwellings it would show you all of the dwellings where a certain person or type of person was a contact These searches do not find contacts they find dwellings schemes or security diallers that have a particular contact The problem What happens if you wish to amend the address for a contact such as Dr Jones who may have just moved his surgery The answer might be that you would have to search for schemes dwellings and even security diallers until you came across him This is because you cannot be sure which type of record your a Pav u p Contacts contact is linked to This is why it is possible to search for contacts directly within Vision Tik p using Contac
198. den or the Netherlands such as relatives are linked to the individual resident Chapter 4 How is data organised within Vision A4 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Residents with grouped alarms ou Some residents live in sheltered housing This type of housing enables vulnerable people to live in a house or flat that is part of a complex of dwellings near to a warden Each resident has a speech unit with an alarm button It works in the same way that a home commu nication unit might work except that if the alarm is pressed it sends a signal to a central communications point called a scheme controller This scheme con troller then contacts the warden who carries a mobile communication device This means that the person who can most easily help the warden gets the message first Maybe the warden has gone home or is not avail able If the warden does not respond then the scheme Figure 4 9 A speech unit in a scheme also called a group alarm sends an alarm signal to the scheme controller This controller contacts the warden If the warden is not communication unit might be handled available the scheme controller makes a call to the control centre These grouped scheme alarms as they are called have a number of advantages controller will call the control centre The call is then dealt with in much the same way as a call from a home
199. dent suffers from angina Unlike characteristics keyword entries are one of the first things call operators see when a call comes in Keyword entries are used to store key information on individual residents Charac teristics are used to assign them to categories such as male or female Date of Death and Account Number fields Version 5 3 of PNC3 Vision introduced new fields for the resident s middle name their Account Number number and date of death The Account Number Number field can be useful for entering pension information but it must be remembered that this along with all other personal informa tion entered into PNC3 Vision is confidential This field can accept a maximum of ten characters The Date of Death field might at first glance seem an unusual addition It is inevitable that a number of residents belonging to any large control centre will pass on during the course of any one year but why record each death This is best explained if you imagine what might happen following the death of a resident It is quite likely that a relative or friend will call the control centre for one reason or another If an operator is unaware of the death then this can appear insensitive particularly if the operator answers the telephone using the name of the resident as using first names is encouraged in many control centres This field has been added so that operators can be made aware of when an resident has died A5 12 Chapter 5 C
200. dhead Road Woodhe 7 ES th ot Fasd entered If you search L kuize ita Cottage Long Raad Po for contacts you will be Figure 9 5 Lists display records that have been found in the database Chapter 9 Viewing and editing data A9 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision presented with a list of contacts Lists only ever show the same type of records Vision never Radar mixes different types of record in the same list you will not find contacts schemes and resi dents in the same list Summary Different types of record such as residents dwellings contacts etc each have their own form The Advanced Find windows use these forms to allow you to enter the names and num bers you wish to search for The links between forms such as between residents and their con tacts are shown in frontsheets The location Hev Dresling he Wilke d Holbeck Place Swaal Open wellng Fired Desing Creste Aesdent Desiing Conte Ariane Ecurie b Ecurie Kreise Irc List F Noles Chose lese 4 papia Figure 9 6 The menu in each frontsheet allows you to link contacts to the scheme dwelling or resident of information for a collection of records which summary is a hybrid display showing key bits are linked together Other uses for frontsheets As already mentioned the primary purpose of frontsheets is to allow you to link locations such as
201. dically call the control centre just to let the control centre know that they are still in working order It is possible to search for dwellings that are set to call at a particular interval see figure 8 6 such as 28 days It is also possible to search for dwellings where the home communication unit is set to call after a certain date or before a certain date For example if a number of dispersed units Rai are set to call every 15 days and you wished to mss 2 change this time to 20 days you could search Epei oo Expected Bein for all dwellings with 15 days as the periodic calls interval You could then use the list of found dwellings to contact the home commu nication units and reprogram them to call every Figure 8 6 It is possible to search for dwellings 20 days rather than every 15 days Remember according to when their periodic calls are due to be made Chapter 8 Finding dwellings residents and contacts A8 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Fa cat ham Faha pah Dan of Brit Fr Im 55 FHH 5 E Raiha meseh Imari er Chaire Pd id su bis Liane Lagon DD 5 zj ei fa Ces Deren Che Comat Fad Can Figure 8 7 The dwelling search also allows you to search for dwellings with particular resi dents periodic calls only work with home communication units Scheme controllers do no
202. dit button see figure 2 10 2 B sltery Povest and enter the new text you wish Free Lines to see displayed as a default when rn m Figure 2 9 The Status Display shows the present state of the LIMs C2 8 Chapter 2 Amending Vision s configuration Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision the code is received by Vi sion You can also add codes using the Add but ton providing they are in BS Prem Seele ES oder TTR Location TT Codex Bauc2 UM Versions the range 00 through to 99 It is important to re core Teen ia fir she TTS Location Coder I Location JP ain Esther T member that these codes are just defaults When a or Gede i location code is received I a from a home communica tion unit Vision first looks in the list of TT92 codes for that particular dwell Other Bark oan ing If for example a code 21 is received then Vision BER EEE Figure 2 10 The defaults for the TT92 protocol location codes can be altered will display to the opera using this window tor the text associated with code 21 This is the code and text listed under the TT92 tab for the dwelling see Chapter 5 from Volume A Only if Vision does not find any codes attached to the dwellings does it display the default codes listed in the TT92 tab of the System Configuration window A
203. dling station If a call Set Cal Fleets operator is logged on then Vision accepts the Figure 10 2 Calls waiting are displayed in a window shown on all active call handling stations call and lists the call in a Calls Waiting window see figure 10 2 This window is shown on every active call handling station when there are any calls waiting to be answered Although the window does not appear at stations that are already handling a higher priority call A call that has not been answered will remain displayed in this window until an operator selects the call by clicking on the call in the list and pressing the Select button The Calls Waiting window see figure 10 2 displays the time of the call which line it is using as well as some information on the type of unit that has called The call shown in figure 10 2 is from a Premier although it could also show whether the unit that has called is a Portal or any other of the various home communication units that Tunstall manufactures The unique identification number for the unit is also shown together with a brief description of the type of alarm that has been raised In the case shown in figure 10 2 the alarm has been raised by someone pressing the integral button the large red button that is part of the tel ephone The Calls Waiting window shows calls in order of their priority For example a call with acode for a smoke alarm will be higher priority than a call where a resident
204. do scheme calls clear down without asking for reasons actions 1 What does an INCOMPLETE call reason mean in calls history 1 Why don t some scheme resident calls get automatically selected even though have select first resident checked in the system configuration 0 ccc ete eee eee nee ee teeter eee eee aa nennen 1 Why does the light on my Speech unit change to red when dial out to a telephone 2 When dial out to a dispersed unit cannot program it Why 0 eee eect ee ee nennen 2 When dial a scheme or scheme resident the location details appear But when dial a dispersed unit they do not appear WAV sise an ak ere okra ga tn ren 2 H IP snnsnnsssrssnasssrsenannnennnannneneenanneeeenaneneennannneennnneneneenanenenennenennnneneenneeneenennaneneennneneenaeeeeeeennnnnes 2 pressed the F1 function key but the help window did not appear 22zsesnssenensennnneennnnennnn 2 4 Trouble shooting Check the Syst m Status display nn ie Ail ie de sr 1 Close database applications sis 2 Reinitialise te er ein A telnet tenir ne dti ten ae 3 Restare oiia nana D wea ot RE Suede Eee D a D D REE 3 5 Asking Tunstall for help Avoiding MAT a rer 1 Getting the most from help ee ars ne RMS ot 1 REINItIAl SCH a nt re a PR LA Ae a ne al ne se PE ne es 2 Resta t eridi ut dits baa ae annees nn Ee on ok creas Sens uni erty dr pen cpedbadids fadada ia daia ee tt at ann 2 6 Gl
205. dows NT settings Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Microsait Workqreup Postolfece Admin ek Aa Ehre OLG Postoifice Admin uiy Would wou le to acinineler ar eesting morgan B crosoit Ha 4 patois w oesie aren one Posholice m fe diter an citing sorkgraup Prostatic C Ciesla arem ok group Postales coffee Locator Figure 1 7 The Microsoft Mail Postoffice is a wizard that allows you to easily add or amend mailboxes Creating mailboxes When Vision is installed the engineer will set up the electronic mail system However when you add new operators you will also have to create a new electronic mail email address for that operator You can do this using the Microsoft Mail Postoffice control panel see figure 1 7 Although you can set a new operator s mail username and password to be different from their username and password for Vision it is strongly recommended that you use the same username and password In other words if your new operator has a username of SARAH and an initial password of HELLO it is strongly recommended that you use the Microsoft Mail Postoffice con trol panel to create a mail username and password called SARAH and HELLO Backing up the Windows NT Settings As mentioned earlier in this chapter the server is the domain controller and keeps the User Ac counts Database This keeps details of us
206. dress veiy 1 Hame Pas Tiie Street Last Nana PO Aiti ae In Phone 1 i Pr c cad Phone 2 Figure 3 4 The operator form allows you to create any type of user ing operators and changing privileges Administrators can however handle calls This is to ensure that you can still help out if there is a rush of calls while you are logged on as an administrator If you wish to do all of the things call operators can do then you should create a normal operator account for yourself in addition to your administrator account see section below on Who should you be The steps needed to create an administrator To create an administrator or an operator first select Operator from the Data menu and then choose Create from the Options menu in the Operator list see figure 3 3 You will then be presented with the form shown in figure 3 4 Remember to do this you must be logged on as an NT Domain Administrator such as MANAGER You can enter the new administrator s username and password together with their address Usernames and passwords can contain any letter or number However a username or password should not begin with a number You should also note that passwords are case sensitive i e a password of LetMeln is not the same as a password of letmein The different types of operator will be explained later in this chapter For the moment and in order to create an operator the Type should be set to Sta
207. e Data menu and you will be presented with a Brief Find window dertakes regular inspection work for you In some cases you might wish to record departments within a particularly large organisation such as a local authority as separate organisations for ease of management Background What might a service provider do Let us imagine that Cromwell Housing has experienced a number of problems with burst pipes and damaged central heating ruining property In fact the cost has been so great that it is decided that it will be cheaper for a plumber to regularly inspect properties rather than just undertake repairs Consequently a plumber Mr Handy Plunger has visited Mrs E Smith for the regular inspection Mr Plunger first completes the inspection and then uses Mrs Smith s home communication unit Mr Plunger enters a numbered code which is his unique personal identification number PIN together with a service code The home communication unit then calls the control centre and Vision registers the completion of the task Fixed and timed services Some services are fixed This means that Mr Plunger simply enters his code his personal identifi cation number and the service code once the job is complete Other services are timed where the service provider enters a code at the beginning of a job and again at the end Only at the end of the job does the home communication unit then call the control centre indicating which service provider has ca
208. e appropriate contact to link to the MIE isc a Se resident If this is the case then you can select View Selected Details sect Contact Type DOCTOR T mer re Tide Di see figure 8 16 a Last Name Dioctix Chose gi Visma E39 Fast Hamain Free Problems finding a contact Hoes Ce MAG 108 Occasionally you might not be Ey Phare 2 ableto find a contact you aresure pin ones is present in the database One rin EE ee problem that sometimes crops up Mure H Sheet Brockle Avame relates to scope Each contact ga Paddock type created by your control cen Tower Citer County Cromssellshie tre manager or administrator is Potisk CRE GPS set a scope For example a con tact type called brother might ml have a scope of Resident This Figure 8 16 The contacts displayed in the found list can be selected means that contacts described as and then linked to the resident using Select in the Options menu brothers can be linked only to resi dents not to dwellings security diallers or schemes To understand more about scope see Chapter 4 of Volume C A8 8 Chapter 8 Finding dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Using the Telephone Directory As already mentioned it is possible to pr Terre Lane H anse search for schemes dwellings contacts I E Upes Co gaitai specif
209. e Cs r io Acar cup Spp ade rrom and fran Furctora Figure 11 30 The Lifeline 4000 can call up to ten different numbers when an alarm is raised The Alarm Sequences tab displayed in figure 11 31 allows you to enter the numbers to call You do not enter the actual telephone numbers instead you enter 1 for the first number 2 for the second number 4 for the fourth number all separated using a comma If the Lifeline 4000 is asked to use Alarm Sequence 1 it will look up the first number which is 1 It will then look for the telephone number in alarm number 1 and it will try it twice This is what the Attempts field is for it is a list of how many times each number should be tried If you look at the example in figure 11 31 the first number will be tried twice while the next listed number will be tried four times Pop ra Liebes 400 brara ID Piim Ea Deere Epari Dabitid sa Sarm Feed Cal pir Speech biraaiEriy Spmach Togga sch Ezupas ni D Alan er Saar E Alem Troc appre Lina Mas User rlere i Erap i Aa Miraj Ph ni En Hi mbe aero dra dan noana Urban JA eed ares 3 war bp a ee ec ra J rica er Figure 11 31 Different alarms types can use different sequences of alarm calls Chapter 11 Call histories dialling out and programming A11 21 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Fons Liebes MOD Unis MEN
210. e Range button and then click on the type of search you require If you are not sure which button provides which function press the Help button for an explanation HE Lesa bon z Range gt Done Figure 7 7 Here is the list of different types of search you can perform Riot equal Greater tion Shoes a briel summary A7 4 Chapter 7 Finding schemes Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision You can search for numbers be ETES tween a range such as all schemes Lola fin fF Inch with ID numbers between 510 and Up Lim I E m 520 You can also search for all num bers greater than 30 or all numbers __ tai less than 100 The exclamation mark Figure 7 8 Clicking on the buttons for different types of searches even allows you to find all schemes produces a window that allows you to enter the values for your search other than the one you enter The use fulness of this latter feature will become apparent when we consider searching for dwellings later in the next chapter If you click on the Range button you will be shown a window that allows you to enter the top and bottom values for your search request see figure 7 8 Note the tick marks called inclusive Asthetick marks for both numbers are ticked this means that the range is from 10 through to 20 If they were not ticked then the serve
211. e and how they are recog nized A4 4 Chapter 4 How is data organised within Vision Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Who calls a control centre Residents with dispersed units As mentioned earlier when A a f o s En a home communication unit Be amp gt iy Rn THEE raises an alarm and rings the fis j a i i a control centre it passes its JE identification ID number to Bester ra i Th the control centre see fig ee nr FL ure 4 7 The ID number is NL LE J used to find the address of u the home communication TETE f unit The database also finds the name of the resident liv ing at that address along with the names and ad dresses of their contacts Dettes E MaA A Charing een details The database in Vision Figure 4 7 When a resident calls from a home communication unit the telephone passes its unique identification number to the Vision system Vision can use this number to look up the location the address of the unit in its database refers firstly to the address of the home communica tion unit rather than the resident or the contacts This is because Vision knows for certain which home communication unit called because it received the ID number However there may be more than one person in the dwelling and so the Vision system simply shows who lives at the house it does not say which
212. e communication unit fails but no one no tices When the resident wants to raise an alarm nothing will happen Tunstall home communica tion units unlike most competitors telephones can be set to call the control centre periodically The telephone will call the control centre and pass a message to say that it is still working The resident does not need to do anything and a call operator does not see the call In other words the home communication unit and the control centre communicate every so often to ensure that the home communication unit is still in working order If the control centre does not receive one of these periodic calls in the time set it assumes that the home communication unit is faulty At this point it raises an alarm As mentioned the home communication unit will call the control centre every so often It might call every 10 days or every 20 or 28 days The time between calls is programmed into the home communication unit If the home communication unit is set to call every 28 days then Vision needs to be set to expect a call every 28 days The slider in the periodic call window in figure 5 12 determines the time Vision expects between calls If the home communication unit is set to call every 28 days then this slider must be set to 28 days or possibly 29 days If the slider is set to 27 days then Vision will always expect the call the day before it is made and will regularly raise false alarms Consequently it is essential
213. e fe Pari CrlsF Resize bow Figure 3 9 Different programs and even parts of programs are shown in different windows How the PNC3 Vision system works The Vision system consists of various bits of equipment that work together It is probably easiest to start with the telephone lines The telephone lines connecting the control centre to the outside world come into the box called the Telecommunications Enclosure Inside this box are Line Interface Modules LIMs All you need to know about LIMs is that they answer the telephone and connect the computers to these telephone lines The LIMs are connected to the call handling stations the computers where the telephone calls are dealt with by wiring called LIMNet When a call is made to the control centre a LIM answers the call All of the call handling computers get a message telling them that a call is on waiting to be answered fz 3 o One of the call operators a LS accepts the call and the n Fr 7 Ve m t F LIM tells the computer _ which telephone has called TE 2 Each telephone has a unique identification number also referred to as ID number This ID number is sent to the computer s database The database is just a well or PNC3 Vision ganised collection of in Figure 3 10 When the alarm button on a telephone is pressed the telephone contacts the control centre and sends a unique identification number The i _ Vision system looks this nu
214. e home communication unit to send a periodic call in twenty eight days time then it will call in exactly twenty eight days from when you click on the Program button Consequently if you program it at 3 30 in the afternoon then the unit will call back in twenty eight days time at 3 30pm Many control centres prefer home communication units to call with periodic calls in the late evening or the middle of the night when the control centre has few calls In other words control centres do not want their telephone lines full of periodic calls at their busiest period If the Add 12 Hours option is set to On then the home communication unit will call back twelve hours later than you program it If you program it at 3 30 in the afternoon and select the Add 12 Hours option then the home communication unit will call back at 3 30 in the morning rather than 3 30 in the afternoon Depending upon which options are set some home communication units will alert the control centre if the resident is not active see Inactivity above or the temperature drops below a certain level If the Away Setting is set to On then this over rides these settings It is usually set for periods when the resident goes on holiday or into hospital This ensures that the control centre does not receive false alarms Often residents set this option themselves using the Away button on their home communication unit If however they forget or they ask you to do this for them you can use the A
215. e is the tone sequence which identifies the unit to the control centre Consequently the control centre does not know the unit ID and cannot show the location details Schemes always handshake so the location details will always appear if the scheme dialed is present in the data base Interestingly if you type in the unit identification number in the dispersed dial out window the system will use this to look up the phone number The system will then show the location details because it can also use your supplied identification number to do the necessary lookup in the database and fetch the location details Remember the location details displayed are those for the ident you typed in not the identification number supplied by the dispersed unit at the other end because it has not supplied one if you have called it Help I pressed the F1 function key but the help window did not appear If you use help and then minimize the help window then next time you press the F1 key the help application will load the correct file but you will not see it This is because it is still minimized You need to press the Internet Explorer Button in the Taskbar usually at the bottom of your screen to bring Internet Explorer back to its full size so you can see the help file R3 2 Reference 3 Frequently asked questions Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Trouble shooting Check the System
216. e most sensible arrangement for a database is to have one record for each piece of equipment However within the equipment database it is possible to have just one record representing many pieces of identical equipment Such records are useful for ordering and stor age For example you might order 250 Lifeline 3000 home communication units and place them in store issuing them one at a time as they are needed You do not need to enter 250 records for the equipment you can just create one record with a quantity of 250 Later when you want to take one of the Lifeline units out of store and place it in a house or flat then you can select the record representing the batch and select Separate from Batch from the Options menu see figure 1 3 This will create a new record with just one item of equipment taken from the batch in store Finding equipment The Basic Find window allows you to search using the Equipment Type Model and Status fields You can also search for the equipment at a specific dwelling or other location or even across a range of dwellings specified using their identification numbers see figure 1 5 In both the Brief J Equinmert Seach Basic Equomert Lgr shen ssl Le RE Hodel ven uao feo Crete Advanced Find Es Figure 1 5 You can find equipment using the Brief Find window by equipment type model or status Alternatively you can find the equipment located at a particular location
217. e of an exclamation mark finding all dwellings at all schemes without finding any dispersed dwellings A8 2 Chapter 8 Finding dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ed Find Oeelling mMm Upon Soi Location Resorts Contact SHIKE DET OR HOUSING LAT Figure 8 5 The Advanced Find window for dwellings works in the same way as the Advanced Find window for schemes except that you can also enter resident details as well as contacts Finding a dwelling using an advanced search It is possible to use the advanced search window for dwellings in the same way as you might use the advanced search window for schemes As before you can search for scheme and unit identifi cation numbers for telephone numbers parts of an address or the characteristics of the dwelling see figure 8 5 Model The Model field works in the same way as the field for schemes However in the advanced search window for schemes the list of models includes only scheme controllers The list in the dwelling field includes both scheme controllers or home communication units for dispersed dwellings Periodic Calls Another difference between the Advanced Find window for dwellings and schemes is the inclusion of a Periodic button see figure 8 5 You may recall from an earlier chapter Chapter 5 of this volume that home communication units can be set to perio
218. e times and dates you entered in 2 Orgsniestions Sesch Advanced Liptona Sat Cigarisation Sense Provider Services Samia Pirra FIN CE Tile x Laci Mans Fest Here Job Tithe E Fhone Ho 4b Phone Ho dal Availabe From 8 Aral To the Availability fields of the Service Pro stent Got vider tab see figure 3 14 However you would still need to check these further once you have performed a search as it is possible to find an organisa tion that provides electrical services and has a service provider available Yet the avail able service provider might be a plumber rather than an electrician Nevertheless this type of multi criteria search will help you to narrow down your range of choices mak ing the task of locating and assigning a service provider quicker and easier Digarisstion Service Provide Services Digpetch Rider Plumbiti Beate Senne Sm Ausg Bath P Day Hita H rcan Sinak Iren Inge issi Dh Vole I Hight Hur F Sam ghid Vir a Orgeniestons Seasch Advanced Cieaie Edi ra Cancel Figure 3 15 You can search for an organization according to the services it provides Choices marked with an asterisk are service types that have been marked as deleted but may still be attached to some organizations Peg kate O Earl fysd shies E Hot Aralable Figure 3 14 You can search for organizations with specific service pro
219. e unit calls a relative before it calls the control centre or periodically calls the control centre to say it is still working e handling some calls automatically without the involvement of an operator e tracking equipment keeping a record of which residents have which communi cation units or any other equipment for that matter e displaying information on service providers such as meals on wheels e tracking incidents such as requests for repairs e invoicing clients or authorities for equipment and services e managing and displaying personnel rotas for operators as well as staff in service organisations e displaying histories of calls services incidents and invoices These are by no means all of the facilities included Moreover some of the above facilities are provided separately as options and hence may not be active on your system Chapter 2 Telephones and control centres a guide for new users A2 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Worried that you just will not cope If you are new to call handling and sophistocated control centre technology you may feel worried and even intimidated Just as learning to drive a car seems intimidating then learning to use a Tunstall control centre can look much more difficult than it really is One of the worst aspects of using a computer for the first time is the fear of looking foolish The most obvious q
220. e unit will not call the control centre telephone number until it has detected an outside line dial tone This prevents home communication units from dialling the number before they are properly connected to an outside line Some internal ex changes do not present a dial tone and so this option should not be selected for these exchanges Manual Programming Home communication units have a wide variety of parameters that can be adjusted The tabs so far shown allow access to the parameters that are most commonly set such as identification numbers and telephone numbers It is also possible to access these parameters and many others using manual programming If the Manual Entry tab is selected the window in figure 11 28 is displayed The numbers you need to enter into these fields vary according to the type of home commu nication unit you are programming Please refer to the Technical Manual for the home communica tion unit you wish to program for the relevant codes these can be obtained directly from Tunstall A11 18 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Deere Erusrani E querer iam Ha Lire Hc z Liege Coca dhh Di Dts Au Sauce Paro Cal input PET PRES Pisma Erir Pecan Erap ae Tigis i dsl r D ai te des PREN chats O PR k Flee gt boa ee C ioe cg Pat bre I Te di rer bre O L
221. ear This is particularly important when entering residents dates of birth If you enter the date 26 1 35 Vision will assume the date you are entering is for the year 2035 Once you have entered the date and clicked on another field you should look at the date field again to check that it is the date you intended to enter If you have problems entering dates then consult your control centre administrator or man ager as he or she may need to change the date pattern in the Regional Settings control panel within Windows NT For information on Regional Settings and date formats see Chapter 1 in Volume C of this manual Social Security and Piper PT references optional The SS Ref No field is for the resident s social services reference number This is available because is possible to allow individuals from Social Services access to the Vision database Normally they can only see residents with social services reference numbers What is Piper PT The Piper PT reference field is for a special system that works with Vision control centres to record the delivery of services to residents Piper PT stands for Piper Provider A5 10 Chapter 5 Creating dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Terminal One problem many authorities have is tracking the delivery of services to residents The Piper PT system allows these services to be automatical
222. easons You can search for certain types of call For example you can search for all calls received where the integral button was pressed You can search for all calls where the radio trigger also called a manual trigger was pressed In other words the advanced search window allows you to search for calls according to their event You may recall that a scheme controller or home communication unit sends a number to indicate what sort of alarm has been raised For example the number 1 usually means that the integral button in the telephone has been pressed You may recall from Chapter 5 of this volume that it is also possible to assign text to certain codes for specific dwellings For example it is possible to state that code 8 means that the smoke alarm in the kitchen has been set off The calls history stores both the code for each call as well as its associated text Consequently a call made by a Calls History Adano Goal resident pressing an integral button will lead to the rim Sen code 1 and the text Integral Button being stored in Pnom Er z Calls History Calle Acton Amazon Evans Fistor To find all calls where an event code of 1 was sent you need to enter a space character in the first Eveni Code call code field and the number 1 in the second field Ev Ft Meanra z see figure 11 5 Note that for some protocols se Galinio lected from the Protocol field the field for the first T7492 ccaten 4 Ger cha
223. eck Hoi St IHN eve cg LUE 459 1 Ure 4594 1 Uk fle ich Repeal A CL 3000 waaay clay e124 i Ee 1 249 i i Nore Ditalc Mew Syren Tack n onder gece pte a resi system back pou mendio isi select Unes task Fran Hoe bat Selecting Oed than tale pou Io the nest corse amd alley pulo spend schedule for it oh not normale secs mous ihan one task io sach baren bakra Batch Repos Lors Back uo Figure 5 5 The Timed Event List can be used to automate backups management reports as well as alerts regarding the size of Calls History Once the Schedule service is running you can select Timers from the Configure menu and the window shown in figure 5 5 will be displayed You can enable or disable services shown in this window by clicking on the check box by each one It is recommended that you normally back up the database in the early hours of the morning when there is less database activity The Automatic Backup will not save a copy of the database onto tape as saving onto tape has to be done manually Automatic backup takes a copy of the database from the server and puts it onto the archive station It is possible to set up a timed event to run daily weekly or monthly see figure 5 6 It is recommended that you set the Automatic Backup facility to run daily You should set the backup time to a time of the day when the control centre is not busy This is because a database backup will affect the performance of the database and so you should n
224. ecurity database Each client computer each call handling and data station has a Local Security Authority The Local Security Authority is a sort of overseer a subsystem that only allows a user to undertake certain tasks When a user attempts to log into acomputer the Local Security Authority which is part of the Windows NT operating system asks another subsystem called the Security Account Manager to access the user account and security database to check if the username and password are legiti mate If the username and password are legitimate then the user s profile is retrieved The profile determines what a user is and is not allowed to do Profiles and groups You can assign permissions and rights to users and these form part of a user s profile A much easier way of assigning permissions and rights though is to create groups These groups are given rights and permissions Users are then made members of groups and they automatically acquire the rights of the groups to which they belong Vision employs the default groups that are created when Windows NT server is installed together with an extra group called CCa When Vision is installed user profiles will be set to Roaming This means that a user can log into any computer connected to the Vision network and their profile will be available If profiles are not set to Roaming then each user has to have a different profile for each computer An individual profile can be set to be a Local
225. ed Ce ne ote Mec ne tnt weet A7 9 What can you Search for na dace da Rp kn det enter dede mode ts A7 10 Saving search criteria nc Rama HA eee een nee A7 11 Search results ann nern orale lernen en ehe A7 12 The Edit button an as ee naar mer ee pa PER A7 12 Documentation Version 5 40 8 Finding dwellings residents and contacts Finding dwellings using a brief search s ssssssssssnssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnmnnn A8 1 Find all dwellings at one scheme location 0 0 eee eee te eee tees nassen nnnnnennnnnenn A8 2 Find all dispersed dwellings ss A8 2 Find allrdwellings at all Schemes s sees ire nn en A8 2 Finding a dwelling using an advanced search usuuunnannnunnannnnnnnnnunnnnnnnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnn A8 3 Finding dwellings with certain residents nennen nn A8 4 Finding dwellings with certain contacts VV A8 4 EGmbIniINg Searches Rs ernst fee benennen re he da pu A8 5 Finding a security dialler usuussnnnununnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnn A8 5 Finding contacts sssssnmannnnneenannneennnnnneennnnneeennnnneeenneneennneneenneneeennnneennnne A8 6 Attaching contacts to dwellings schemes and residents sssssssssssnsnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnna A8 7 Using the Telephone Directory 0 cll lillie ieee A8 9 Using the Address Book uuuuuuunnununnannnnnnnnnnn
226. ed ch er teen bel en Rado bg Presar en En fakes AE ETE B Eier a IT ad don r Tiga Kater liga En dar fr Frise DU s Dr Ferch D Mie cor ire Fe Ira PO Mods ikii Iol namha latar Um pira re mme AL ie dm ses RE f Pre dy jE fi E byta quiet Li cw b OF bu i leu PD lie D Mais pages D mac O Haie care Tr rer D Msn een Figure 11 33 Alarm trigger mapping relates the type of alarm to the alarm sequence to be used A11 22 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 11 Call histories dialling out and programming Volume A Basics PNC3 Vision Alarm Trigger mapping Different types of alarm can use dif ferent alarm sequences This is how a smoke alarm can cause the Lifeline 7 Tie Smoke alan 7 4000 to start by calling a control cen Alam Sequence Mo fi tre while another type of alarm might Poederdelapisecondel S 2 start with a call to a personal recipi ot ent You can use the Alarm Trigger He effect Mapping tab see figure 11 33 to work through each alarm type and I Inner specify the alarm sequence used The MM default for each alarm type is always Une Noshen indication sequence 1 Figure 11 34 The external output can be made to switch Pre alarm delay You can also on off or toggle for any particular trigger type specify a pre alarm delay for each trig ger type This delay determi
227. el which supersedes the Lifeline 3000 Finally there is an explanation of how you can make programming a lot quicker and easier for everyone at the con trol centre by saving and restoring standard settings for dispersed units What is a parameter A parameter is a bit like a pigeonhole or box with some text or a number in it For example when a resident presses the red integral button on their telephone to raise an alarm the telephone looks into a box or parameter to see which telephone number it should dial to connect to the control centre There are also parameters or boxes for other settings and bits of information When you program a unit you change the settings in one or more parameters In other words you change the numbers in the different boxes within the telephone When can I program Programming can be undertaken when a call is made from the dispersed unit to the control centre or when the unit is called from the control centre see Dialling out above If you call a dispersed unit using either a handset or headset then you will be able to speak A11 8 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision to the resident using full duplex communication i e you IM RTEA Syztam Call View Cats Configure Halp will not have to press the Talk button on the call station s speech unit However programming can only
228. elgium Changing that language will affect not only the language used for speech synthesis but also the language displayed in the interactive LCD screen on the Lifeline 4000 if one is fitted a Frege Linkr Hii liniare DC L iz Dires Emden Epes Di Adem Fue An Genero aaereT oer Hanaing boa Fc Let power Died Mieco wag Saio D Face pels Spenh pissed En Speech Tigger Dich P rap uam Enum ee erg Speech airg somes Fim Lg mie BEZJG ches cpu C Lengua 7 7 Lee 2 D Urpi Erabi sd cheats ec ge Figure 11 42 Lifeline 4000 has two languages programmed into it during manufacture A11 30 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Speech Trigger The TalkBack personal radio trigger allows residents to raise an alarm much as they might using the Amie or GEM radio trig gers It also allows the resident to speak to the control centre via their radio trigger It operates like a digital cordless telephone Out of range alarms and polling The Lifeline 4000 will check a TalkBack telephone about four times every minute If the TalkBack telephone moves out of range then the Lifeline 4000 can raise an alarm This can be useful for cases where residents CM buna Figure 11 44 TalkBack can be switched off using this button wander and sometimes become lost However if used inappropriately
229. ell Flais Guest Sree Paddock Cronreell Crome Siz The Croft 23 Herlow Street Poddock Cromwell Cronres 513 Fa Whitamoor Lodge 56 Geet Ormsby Aosd Paddock Cr found Unlike most librar ies however the Vision li brarian is very fast and will not become impatient if you make mistakes Figure 7 5 If the server finds that more than one scheme matches the search criteria it will show them in a list Using ranges of ID numbers One problem with asking for a single scheme based upon one identification number is that you might not be quite sure what that number is For example you might remember that the Cromwell House Sheltered Housing Scheme has an identification number between 510 and 520 but you might not be sure of the exact number The answer to this problem is that you ask the server the librarian to find all of the schemes with an identification number between 510 and 520 All of the schemes that have such numbers that fulfil the search criteria will be returned by the server and shown in a list see figure 7 5 To find schemes with a range of ID numbers you need to type in the characters shown in figure 7 6 However these characters are difficult to remember Consequently you can click on the Range button to see the small window shown in figure 7 7 and this will show a window that can enter these characters for you Lippi Lind 20 fr inches Figure 7 6 To find a range of scheme ID numbers click on th
230. eme identification number Once you can see the scheme form see figure 6 3 you must enter the Scheme Ident which stands for scheme identification number You must enter this first Scheme identification num bers are different to the identification numbers used for home communication units They can range from 0 to 9 999 thus easily encompassing old scheme controllers that use just three digits Before you create a scheme check with your control centre manager or administrator to find the Eda Scheme Location E Scheme TT Codes B Codes Scheme Office j Lens der 51 Speech Uri Model Haren TIC Al ee ee Giap Corm Olek a Grow iac Speech Lire cherne T l il m fo Ta bephore Morte Cunerd Duft Foren i quiomnent Address E Une 455 Repond O Hamb EL Guest Sheet 1 Paddock tt CASSCOR M Of Sas Figure 6 3 You should always enter the scheme identification number into the scheme location form before anything else A6 2 Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision number you should be using As men tioned earlier some control centres have are ae Amei a policy on which identification numbers wa Speech Und ns they use and when they use them M tune j F j Other information optional r Speech Uri Vus Takephare Hiarabent
231. eme we could link her to the scheme or dwelling However con tacts that can be linked to a location such as a _ Pantie scheme or dwelling cannot be linked to a resident sans IN The restrictions regarding which contact can be linked to what type of record i e resident dwell a ing or scheme depend upon the type of contact i e Brother Doctor etc and these restrictions are Figure 6 9 Contacts can be linked to schemes set by your control centre manager or administra dwellings or residents tor The scope of a contact type i e what a contact can be linked to is dealt with in Chapter 4 of Volume C of this manual Create scheme dwellings Choose list dwellings from the Options menu Creating a scheme dwelling is very similar to creating ee a dispersed dwelling You should recall that a dispersed godes dwelling is a house flat or bungalow on its own with ee eee pel Lie a home communication unit that will call the control Scheme Cortsct k centre directly A scheme dwelling is one with an alarm ee Mena unit As mentioned earlier this alarm unit contacts the scheme controller which then alerts either the war den or the control centre Zn P Figure 6 10 To create a new scheme dwelling you should first select List Dwellings from the F Options menu of the Scheme Frontsheet Once you have created a scheme you will be able to p see the Scheme frontsheet From this Scheme frontsheet see figu
232. en pressed This setting see figure 11 25 can be used to enable or disable the speech synthesis which some residents find useful while others find irritating It can also be used to enable some spoken messages while disabling others The home communication unit will speak messages to the resident such as Do not worry your alarm telephone is dialling for assistance It will also announce the numbers that are entered into the keypad which can be particularly useful for residents with sight problems The unit will also speak the Mains Electricity Failure warning and the Line Monitor warning In addition it will speak a message to any personal recipient who is called identifying the unit and hence the dwell ing where help is needed e Enable all All spoken messages will be turned on e Disable keypad The unit will not repeat the numbers that are typed into the keypad e Disable message The unit will not announce messages such as Do not worry your alarm telephone is dialling for assistance No keypad or message The unit will not repeat the numbers that are typed into the keypad nor will it announce messages such as Do not worry your alarm telephone is dialling for assistance However it will still announce electricity mains failure warnings e Disable all This turns off all speech synthesis Chapter 11 Call histories dialling out and programming A11 17 Documentation Version 5 40 Volume A Basics Copyright
233. en successfully undertaken a message is sent to all stations telling them to copy the system configuration file from the server again and to reinitialize themselves If the station fails to write the new configuration to the server then the original system settings are restored and you will be warned that the attempt to alter the system settings has failed The system configuration can be changed using the System Configuration window To select the System Configuration window choose System from the Configure menu see figure 2 2 This will produce the window shown in figure 2 3 There are nine tabs of information and settings beginning with Basic 1 going through to Security codes see figure 2 3 Installation Name The Installation Name is the name of the control centre This is the name that will appear on any printed reports E System Configuration TT Scheme ESCodes BSP oties Security Codes Esel Base UMWersons TTS2Locetions TT Codes lr talation Mame PL Sole Veson EA Ago x Miohhcstion OF Ho Lires Fres Logging Level fv Beep On Call Waiting rel let FF Select Fii Scheme Resident FF Quick Ceud Dis Wisth D Srm Pade Cak In Cala History 1 Puka DTMF I Serre Waden Duy Cals In Calls Histo rang Piian Standy Has Fire In Cal Hiio 100000 Figure 2 3 The System Configuration window has a number of tabs the first being Basic 1 C2 2 Chapter 2 Amending Vision s configuration
234. entage sign is the one that you automatically find in every field in the advanced find or search form The percentage sign on its own means this field can contain anything at all The advanced search screen in figure 7 14 Find Schone shows the name Smith entered into the Last Name Options S t field In effect this search says find all schemes Lecalisn Contaci where anyone called Smith is a contact regardless eee oases of what is entered into the other fields Let us Conizcl Ham now imagine that we enter J into the First Name Ti e field see figure 7 15 The search request now asks act Nansgl nir Fra Manz i the librarian to find all contacts called Smith whose first name begins with the letter J This search ee OMI eine Janiee Stith Jalle SUR Jahn SK WED Figure 7 15 This search asks for all contacts Jack Smith etc To be slightly more accurate the called Smith whose first name begins with the search would find all schemes where anyone called letter J J Smith was a contact Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 7 Finding schemes Volume A Basics PNC3 Vision Entering criteria into more than one field As just mentioned we can find all schemes with a Zn contact called Smith We ims l SE can also find all schemes j es with a contact called J ame F Smith such as Julie Smith m y z or Jo
235. entification number a PIN while the other will be a number that indicates which service has been provided This is the Service Code the number that the service provider enters and that is then communicated to Vision to indicate which service has been provided Adding a service provider One the services an organisation provides have been defined the next stage is to add service providers A service provider is an individual who provides one or more services To create a service provider select Create Service Provider from the Options menu in the organisation frontsheet and you will be presented with the window displayed in figure 3 7 You can enter the name and other details in the fields displayed although there is also the PIN to enter PIN stands for Personal Organisation Frant Sheet CEE Create Sera Provider Ald Serene Digestion Mame Cornell Tract Et Seite Diode Sobectet EIN part Med Hotes F Thee Sub Generate Tits fp Egagrent b Lad Hare F uraa Ckrhs Est Heme Bans Clore amp Drp Job Tile wga En gereer Fhe Mic TES BEA sk Phone No Figure 3 7 A service provider is an individual who will provide some or all of the services provided by an organization B3 4 Chapter 3 Organisations Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Identification Number and every service MEET provider has a unique number If you enter a n
236. ents to view see figure 1 15 For example you might want to view only changes in service dates over the past two years to see whether they occurred at regular intervals and for this reasons it is also possible to view events between certain dates Reasons There is a field called Reasons where you can add an explanation for each entry in an equipment item s history Although you are not compelled to enter anything it is good practice For example if a home communication unit is called in for repair because its radio trigger flat tened its battery after just 12 hours then this is important to know The equipment clearly needs a long test before it can be issued again Global Edit As with many lists of items you can perform a global edit This is a powerful function that can help you achieve a great deal in a short space of time It can also cause a great deal of damage To find out more about global editing see Chapter 9 from Volume A of this manual Chapter 1 Equipment B1 7 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision B1 8 Chapter 1 Equipment Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Rotas This chapter explains how rotas can be opened and viewed Following this the steps required to edit a rota to show when an individual is on and off duty are set out In particular this includes an explanatio
237. ephone number or scheme ID optional There is space for two telephone numbers on which the contact can be reached see figure 5 22 and it is also possible to enter scheme and speech unit IDs identification numbers if the radio button is set to Scheme Some contacts such as brothers sisters cousins may be located in other sheltered housing schemes They can be contacted using their speech units and this is why the identification number of their speech unit and their scheme also called a grouped alarm is needed Entering the name authority and address optional The name authority and address can be en UM Create Contact tered just as they were entered for the dwell ing see the previous section in this chapter Cite One useful feature is the ability to copy an ad ah Humber Cote dress from the dwelling The Options menu al CO Street Cris i lows you to copy either parts of the address or Damsa Hara an ar the whole address fromthe resident This saves Its County One typing the same details in twice Clearly aGP Lait Ham Euer ER EHI is not going to share an address with a resi E Mara dent but one of aresident s contacts may be a brother or sister who live in the same house or Figure 5 23 Either the whole or part of the address area This is why this feature can be useful can be copied from the resident using Import Address from the Options menu A5 14 Chapter 5 Creating dwelli
238. er or administrator might want to know how many fe Figure 5 18 Keywords provide spaces for you to enter individual details about a resident The keyword text is the first information a call operator sees about a resident when a call is easy to discover answered male and how many male residents use the control centre If gender is used as a characteristic then this is As you have to choose a characteristic from a list it is rather difficult to enter specific details about a resident For example if a resident has a fear of spiders how could this be entered There are so many varied psychological and medical facts about all residents that no control centre manager or administrator could possibly have the time to enter all of them as choices for you to select as a characteristic This is why keywords have been created A keyword is a word such as medical or psychological with some text added to it If you click on the Insert Choice button you will see the window displayed in figure 5 18 You can also enter or change a keyword by double clicking on it or on one of the spaces for keywords You could select psychological as a keyword providing it had been created as a keyword by the control centre manager or administrator and enter the fact that the resident has an over whelming fear of spiders Once you had clicked on the OK button you could create another key word entry using medical and mention the fact that the resi
239. er see figure 9 2 There are scheme records dwelling records resident records contact records Each type of record has its own form as we have seen in the previous chapters Location Summary pn CollsctonFront et Frontsheets and links a a HS Forms are useful for editing and m entering information for each a er a type of record The links between ne r l records however cannot easily Recond Form VA p a LLL a be displayed within forms Con Data Baf sequently Vision uses frontsheets to show the links between different records Lisi Scheme frontsheets show the z i A e e link between a scheme and its contacts Dwelling frontsheets Figure 9 1 Data in Vision can be viewed in different ways A9 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision il Mi I m Hi Figure 9 2 All data within Vision consists of records and links between these records show the links between the dwelling record and the resident records as well as contact records for both the dwelling and the residents In short forms show record details and frontsheets show links between records The location summary Although forms and front sheets neatly show details and links neither are suitable for displaying to a call operator when a call is received Vision could show records of information as forms but which record should be shown the dwellin
240. er Created contacts can be added using the Options menu of the property and maybe a local security com pany Chapter 6 Schemes security diallers and related data A6 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A6 12 Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Finding schemes This chapter explains finding or searching within Vision After the difference between an ad vanced and a brief search have been explained searching for ranges of numbers using the brief search is introduced Searching for a scheme using an advanced search is explained together with the use of wildcards in searches More complex searches using ranges of alphabetical characters as well as more than one search criterion are examined before details of how these complex searches can be saved for reuse later are set out The way in which the results of searches can be sorted is explained Finally the use of the Edit button in the brief search window is explained What is finding or searching A database is a large collection of information The database Vision creates contains many ad dresses telephone numbers and names of residents contacts and others Vision can find any bit of information in a fraction of a second For example if you wished to find all of the residen
241. erators to choose from Male and Female These choices can be added to edited or deleted by pressing the Choices button see figure 4 5 and using the Edit window see figure 4 6 Chapter 4 Configuring choices operators can make Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd C4 5 Volume C Managers and Administrators PNC3 Vision Ho calls queged ts Te Hein System multi ti Uraaa ra Cisse Erin Lapout he lobe Housing J Labels Ceol ieee Hring Durch Hows ing Eda Shit Pattern Bost Crowe a Diebe Potters Bald Hewion exo Dalis Espok Prt Egunan t Charsctemslins t Aotea _ te rezida Figure 4 7 The Authorities Edit window can be used to create edit and delete Authori ties Authorities The Authority field that is attached to each location whether the location is a dwelling a scheme or a security dialler is used to both denote the local authority that owns or deals with the property and also to restrict access For example an operator who has None in their Authority field can see any record regardless of which authority the dwelling scheme or security location is attached to However an operator who has Cromwellshire in their Authority field only has access to records that are also assigned to Cromwellshire You can create alter or delete the choices an operator can select for the Authority field by using the window displayed in figure 4 7 Unlike Char
242. ernames passwords and user profiles The server also keeps the Registry of all of the network settings Consequently if there is a problem with the server it is possible to lose all of your settings passwords and user profiles For this reason it is recommended that you back up the Registry and User Accounts Database onto a floppy disk You should have at least four floppy disks for this task which you should Using the Flair Dick wibby In make ar rotate and you should emergency cepam dick store them in a safe The Flepsa Dak blu ances all of owe current place off site i e away ertem satinga io an Emergency Hapsi Dal ERDI You can then ine hu disk bo este your E Windows MT Help from the building _J Ceres kap rice uk ine F ls strong recommended that pcs creste and F h To back up the User 5h Taiji en Accounts Database and 3 End F changes fo pour hachvane or riya cebu the Registry you create u To start Fiepair Dick an Emergency Repair a Help Och hoe M Fe riam abp ton be us Fapa Dict Disk You must be sf Bar CEE the Help reason Aasi 7 logged onto the server MESE I If you undertake this P Kr Thi uii updaten the epa infomation sawed sier you inahalied Ihe opstem and task from a client ma AJ restes an Emergency Hepsi dick The mpa infomation i usaj boor a b ziabi pian in caa of lakua Thi uaip could na ba utad a backup koal chine a call or data sta tion you will only back Figure 1 8 An Emergenc
243. ers For example if your password is letmein then neither Letmein nor LETMEIN will work Vision unavailable not logged on Another difficulty you might occasion KOT LOGGED OM Hu colle quewed ally experience is that you log on only Fi Hein to see a warning to the effect that you are not logged on see figure 5 3 Logon The solution to this difficulty is to d Duitama select Show logon dialog from the Corsst Test aia Fall Shrew Lopon Disko Eiasmmed of the screen and enter your username Elle Bus and password again You do not need to know whythis Figure 5 3 1f you log on immediately after the computer has sometimes happens and you can skip been turned on it is possible that Vision will miss your password and username All you have to do is log on to Vision by selecting Show logon dialog from the System menu at the top of the screen System menu at the top left hand side to the next section below on creating a dwelling if you wish However if you are curious then here is an explana tion The reason for this occasional log on problem is to do with the way passwords Winclowe NT are dealt with When you log onto a Vi 4 sion workstation you are really logging on y y y togging Password Vision to the Windows NT operating system The m Vision software which works with the Windows NT operating system waits to Batsbone see the username and password you type Fi
244. es used when creating hapten featiquros cheigeR operators can make Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Configuring Organisations Organisation Types Ha Hei The different types of organisation Seven need to be entered before an organi sation can be created To do this se Bart Layout Late Drgancalen Types lect Organisation Types from the Shit Patere Configure menu and the window en shown in figure 4 12 will appear From Kau here you can create edit and delete Egupnent i Chases the different types in the same way Pathoritias that you can use other configure win Insacantt dows as discussed in earlier sections z Cal chons in this chapter Note that a deleted Cal Figasons organisation type that is still in use will be shown in grey with an asterisk beside it Figure 4 12 Organisational types are the categories to which organisations are assigned Service Types The range of services provided by all organi sations has to be entered if the Organisa Dispasch Aides tions and Service Provider components of Plus Vision are to be used The Service Types win dow shown in figure 4 13 can be found by selecting Service Types from the Configure menu From this window service types can be entered edited and deleted in the same was as other configurations see earlier ex planations Figu
245. esch inputs Sosh trast Sec Trigger Chi denses dTig D Due Lise 17 pica Ergun areni roman HL Progen patent pores DEL Erga Eve settings T T causes ora Br ir Erre Diet Gaii Cs iny LAU bow BAS Epi mm Vide T bee ehe Han ECC lors set Hiki Elan be j mc ets rel PC Pe r i E mi E E g T Lis a dat er hi gran cms S pia dc id hga ihe piani rc th ss Lie Figure 11 46 The programming utility allows you to save common sets of parameters and values to be reused again A11 32 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics PNC3 Vision Copyright 1998 1999 2000 Tunstall Group Ltd Saving program settings n many control centres a regular task is to program new or recycled home communication units This usually means entering the control centre telephone number setting the time setting the user options Often these settings will be the same for all units Consequently a new settings feature has been added to the programming utility to allow you to save common settings for faster programming Only operators with System Configuration privilege see chapter 3 in volume C can save these settings To create a setting 1 Select the model you wish to create a setting for from the Equipment menu 2 Work through the various tabs setting only those parameters and features that will be the same on every home unit i e not the equipment ID 3 Select Save Settings from the Op
246. eset but ton on the outside of the computer case This will cause Windows NT to start again Unfortunately Windows NT will then load up the new screen reso Danes k Lem Hors lution and once again you will not be B00 by BI presti able to see the desktop or use the Ford Sine Aakash Fisquenty machine The answer is to select Win Euros ou dows NT VGA mode from the start up screen and this will display the desk List Al Modes Tgi Display Tipe top at a size the monitor can deal with cot Figure 1 5 The Display control panel will allow the user to The importance of the screen saver Each user should have the screen saver change a variety of screen settings Chapter 1 Amending Windows NT settings c1 7 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision for their computer set to about five minutes The screen saver is much more important than it first appears If a call is made to a control centre that is then not selected by any call operator then Vision looks at all of the call stations If the screen saver is active on all of them then Vision assumes that there is no one to answer the call and will drop the line This allows the unit calling in to call the next number on its list It is a safety feature that ensures calls are dropped if there is no one there to answer them It also ensures that Vision conf
247. esident However speech is not two way two way speech is also called full duplex Either the M call operator can speak to the resident or the resi dent can speak to the operator The operator con trols who can speak using a button on the top of Figure 3 18 Call operators can switch between their speech unit To make handling calls quicker the resident speaking to the call operator and the and easier call operators can also use a footswitch Operator speaking to the resident by pressing a A footswitch such as this for this task Security The law Much of the information held within Vision is confidential Mrs E Smith of 26 Anywhere Terrace South London will not want her name address and telephone number given to anyone other than the few people who need it Likewise the information on who cares for her such as the warden her daughter her doctor and others is confidential Most countries have now introduced strict laws on how personal information held on computer can be used You should be given clear advice on the law in your country and the policy your control centre has adopted i e what to do when However giving the name and address of Mrs Smith to the police or ambulance service once Mrs Smith calls to say she has fallen and hurt herself is usually a reasonable use of the information Passing Mrs Smith s address to a door to door salesperson is not a reasonable use of the information There have been cases
248. f the screen The Versions button will produce the window which is also shown in figure 2 4 Again this information can be of use to support engineers when they diagnose problems for you In the event of Vision failing to run the software that detects the versions of each Vision component the Versions software will run on its own The application file that will do this called PNCVersions EXE is by default placed in the Runs folder within the CC4 folder Validate The validate button see figure 2 4 compares this list with a master list of compo nents In other words it compares what is present with what should be present If there is a problem it will be reported in the window shown in figure 2 4 The validate button is intended for use by engineers rather than users However if you have a problem you might be asked to press validate and report on what it shows Logging Level The Event Log stores information on the critical events that take place during the operation of the control centre For example it logs when a Call station is turned on when failures occur and when calls are taken The Event Log is saved as part of the database on the server Chapter 2 Amending Vision s configuration C2 3 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision The Logging Level for the printer see figure 2 3 determines the detail of the information printed from the E
249. feline 4000 is being used for witness protection and domes tic violence cases Once again this option relates only to the trigger type you are programming Answer call This is useful if you want the trigger to answer a call For example many residents prefer to use their personal radio trigger i e GEM or Amie models to answer a call so that they do not have to move from their chair or bed Any trigger type can be used for this However usually only personal radio triggers and pull cords are used to answer telephone calls Inactivity This option determines whether this trigger type is used as an input to the inactivity monitor In other words if you select this option then when this type of trigger is received it will reset the inactivity timer Inactivity monitoring for the Lifeline 4000 is explained later in this sec tion Intruder This option determines whether the trigger type in question is used to set off the intruder alarm User numbers Selecting the tab called User No s will pro duce the window shown in figure 11 35 This iini 1 tab is for fast dial telephone numbers Any iy 2 fy my E of the user keys on a Lifeline 4000 can be kiy a NN pya configured to act as fast dial keys For exam Ks CT if f Key 8 ia Fa ff F ple if you enter a number into the space for key 1 see figure 11 35 and program the home unit in question then this will cause key 1 displayed in figure 11 36 to call the
250. finding A8 6 finding a dwelling using a brief search A8 1 finding a dwelling using an advanced search A8 2 finding a security dialler A8 5 finding a scheme using a brief search A7 2 finding a scheme using an advanced search A7 6 finding dwellings with certain contacts A8 4 finding dwellings with certain residents A8 4 finding equipment B1 3 finding incidents B5 3 finding organisations B3 6 finding service calls B4 2 forgetting a search A8 11 search criteria A7 3 using ranges A7 3 using ranges of names A7 8 using wildcards A7 7 what is finding or searching A7 1 fixed services B3 2 footswitches A3 9 forms A4 8 for searching A9 3 frontsheets A4 8 and links A9 1 other uses for frontsheets A9 4 full duplex communication see duplex function keys see FastKeys Reference 1 Index R7 5 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision General Analysis of Calls D4 1 generating invoices B6 7 global editing A9 11 dangers of A9 13 privilege C3 9 grouped alarms see schemes grouping an analysis management reports D2 3 half duplex communication see duplex hands free speech A10 4 hard disk format C1 2 headset using A10 5 heat alarms A2 3 help arrived A10 16 histories call histories A11 1 advanced search A11 2 creating call histories A11 4 call events A11 3 call meanings A11 4 equipment histories B1 6 invoice histories B6 6 holding a call A10 10 holding scheme calls A10 11 ho
251. for every shift is very inef ficient This is why it is possible to set these times Eee Ei using shift patterns and periods You can select a start Er time and date and an end time and date that can be months apart and select a Shift Pattern and a Shift Period see figure 2 7 Andy will then be set to be on To Date O1 Suit 1258 120000 ji Arab and off shift between the dates you have entered in FF valable C Lnarraatie accordance with the shifts you have selected This i Shit Patte fr arr Fl dpe means that you can fill out the rota for weeks or even months for a single operator with just one edit Shit Percd rs If there is a period of holiday during the three months then you can select edit again enter the dates for the holiday without selecting a shift period and then simply select Unavailable for this period You will off shift across a number of weeks or even be left with a three month period with the times Andy Montnsidsing shitt DAHENE and perigas is on and off shift set but with a holiday period in the middle where he is unavailable Setting up rotas As days pass the rotas within Vision are updated with days that have passed being deleted The number of days in the past that are kept can be altered by your control centre manager or admin istrator These are called historical days and altering this number is dealt with in Chapter 2 of Volume C Chapter 2 Rotas B2 3 Documentation
252. g D4 12 Notification of no lines free C2 4 Reference 1 Index R7 9 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision opening doors A10 7 operators creating C3 5 types C3 5 operating systems A3 2 ordinary telephone calls A10 18 organisations A4 7 creating an organisation B3 2 creating a service B3 3 creating a service provider B3 4 days on and shifts B3 6 finding organisations see finding fixed and timed services B3 2 providing services B3 1 role of service providers B4 1 why use organisations B3 1 working patterns and shifts B3 5 complex working patterns B3 5 PABX Dial Out Prefix C2 7 Parked Calls A10 14 and notes A10 16 alerts A10 17 Help arrived A10 16 passwords forgetting C3 9 logging on A5 1 default standby password C2 4 periodic call setting see home communication units programming periodic calls save in calls history C2 5 setting the periodic calls interval A5 7 what are periodic calls A5 8 personal recipients see home communication units programming Piper PT what is Piper PT A5 10 PIR A2 3 POTS plain old telephone system see ordinary telephone calls power supplies A3 9 pre alarm delay see home communication units programming pressure mats A2 3 print layout A8 11 printers log printers A3 9 setting up C1 5 R7 10 Reference 1 Index Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision printing A9
253. g cabinet or shelf Your notes will probably have been stored in alphabetical order All of the notes on a GP s patients can bethought of as a database a database that has been structured around patients second names This is very useful if the GP wants to find the notes on Ms E Smith or Mr K Bloggs Ms Smith s notes will be stored with all of the notes about patients whose names begin with the letter S However what happens if the GP wants to find all patients who have a certain medical condition such as angina Let us imagine that the GP has been told that all patients with angina should be warned not to take anew cold remedy The GP would have to look through every set of notes looking for the word angina Computers allow data such as medical notes to be stored in alpha betical order However it is also possible for the computer to easily look up all of the patients who have angina It might take the GP several hours or even days to go through every set of notes and check for the word angina A computer can do the same job in seconds and even print a letter to every patient who has angina warning him or her about the new cold remedy This is the sort of boring repetitive task that a computer can do very well Fiessarcl Record Record Record Record L Angina Record 7 Record p Aecord Figure 4 1 Paper records are usually stored alphabetically This means that detailed informatio
254. g calls in three ways First if the System Status Display window is showing it will display the number of lines free in red rather than blue see figure 2 5 Second the icon in the task bar will be displayed in red rather than in green Finally a C2 4 Chapter 2 Amending Vision s configuration Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision note that there were no L Sytem Status Call Handling Station 1 lines free will be entered Eihemet Connection Linta Conna in the Event Log provid s Cite ch Cirih Cal Harding Shak Mon Speech Ork ing the Event Log is not Cal Handing Saone set to level 6 the No Ib sus Speech Lind Ib Steh Ta Line lines free message is fi an i normally a level 5 inwa event 3 N eslsiD 1 1 Dala Star Le Lise Beep on Call Wait ing When this checkbox is checked all Call sta Marg Pass Battery Pons UK Fiss Lines tions that are logged on Figure 2 5 If Notification of No Lines Free is selected then this will be reflected in the Status Display window will emit a beep if they are not already handling a call This beep is emitted from the computer s speaker rather than the Vision call handling speech unit and is in addition to the call waiting tones from the speech unit Consequently if the sound on the computer is set to zero nothing will be heard If the operator h
255. g record the resident record the contact record No one form has all of the information the call operator needs Added to this some forms contain information that is useful for administrative purposes such as characteristics but is less often needed when handling a call Frontsheets cannot be used to display caller details to a call operator because they do not display all of the details a call operator needs such as telephone numbers Consequently another type of display is used called a location summary see figure 9 3 M Dispered Ident amp Desk Lit Edt Bam wi Fssidente Equpment Premes Pons E Anh mass OO Di Friendly Doctor No A The Sagay 34 PC Bernard Police Mo TEE The Stston af hit Pap Aunbulance Figure 9 3 The location summary display shows the resident s details together with details of linked records such as contacts Documentation Version 5 40 Chapter 9 Viewing and editing data Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Upon Sog Lean Faser Contacts Chesckeriitien e Chore Hans ES B T Buking Type __ re Emphy x Treet E Flom 1 Piopi Type x fusa E Hobie wide Town E SMOKE DETTA x County E HOUSING CAT x Podoode 7 Figure 9 4 Find windows consist of the forms used for records The location summary display shown in figure 9 3 displays the key information a
256. g they should not such as passing confidential information to a salesperson the Vision system and the control centre manager will believe you were responsible Keeping your password secret protects you as well as safeguarding the confidential data on residents and their contacts Privileges As mentioned above when you log on with your username and password the computer knows who you are Once the computer recognizes you it will have a look to see which privileges you are allowed Privileges are the things you are and are not allowed to do You will find that you can do some things but not others For example you may be able to answer a call and make notes on what you did but you may not be able to delete the information on a resident such as Mrs E Smith of South London This is because you have been deliberately allowed to do some things but not others If the Vision system allowed you to do anything you wanted you might accidentally do some thing terrible like delete all of the information or data the computer holds Your privileges i e what you can do and what the Vision system will not allow you to do have been set by your manager or system administrator As you become more experienced your manager or administra tor will change some of your privileges so that you can undertake a wider range of tasks Privileges or restrictions on what you are allowed to do protect the system and the data These privileges also protect you They mean
257. gure 5 4 The Vision system really uses three sets of into Windows NT Vision then checks to usernames and passwords one for Windows NT another for see whether your username and password Vision itself and a further one for the database A5 2 Chapter 5 Creating dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision are correct and then passes them onto the database which also requires a password As long as your username and password for each part i e Windows NT Vision and the database are the same you will only have to log on to Windows NT However if you log on immediately after a workstation has been switched on then Vision does not have time to load up to start running Consequently Vision does not manage to see the username and password you type in at the beginning By the time Vision starts you have already logged on to Windows NT and your password and username have been missed This is why Vision then believes that you have not logged on In order to avoid this problem all you have to remember is to allow the workstation to run for approximately one minute before you log on If you do log on too quickly for Vision before Vision has had time to see your username and password then just choose Show logon dialog from the System menu and enter your username and password again see figure 5 3 Different passwords An alternative cau
258. gure 6 18 Enter the Unit Ident The first thing you must do is enter the Unit Ident the security dialler s identification number This must match the identification number programmed into the security dialler Again you should consult your control centre manager or administrator to find out if there is a numbering policy A security dialler can have a unique identification number anywhere between 1 and 9 999 Enter the address and characteristics Enter the address in the same way you have entered the address for dwellings and schemes The process for entering characteristics User PAUL Ho calle queuvd is exactly the same as it was for Sistem Call oem Contre Help entering the characteristics of Scheme dwellings and schemes However se the characteristics for security di E piore allers will probably be different to the characteristics for dwellings or BESSE AUEL schemes The characteristics and a l the choices you can make for each characteristic have been set by Create Aderca Find Cancel your control centre manager or ad Figure 6 17 Choose Security from the Data menu and then press ministrator the Create button Chapter 6 Schemes security diallers and related data A6 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Create Security Disia Lire Ider 567 Kordel doser Aydhonp Hore E
259. hands free Call Tore ie F F ours Up FE voice switching is not truly full duplex two way speech Your Drown Fr but is called full duplex because it is so close that it is Les Spesch Lind Fa often difficult to tell the difference In full duplex mode teal Scheme 7 P f A Dead hpi you can speak and listen to the resident just as you might Did Talsshon during a normal telephone call In half duplex mode you Hold Call rn have to switch between listening and speaking using the Talk button on your speech unit Li none Bogan In which mode will a call start If you are using your Pipi PT Progam headset when you accept a call from Communicall Vision Ha Duper or Lifeline 4000 then the call will start in full duplex mode iad ae oe Cap Ort Fa If you are using your speech unit then the call will start in a Figure 10 11 Vision allows call operators half duplex mode Note that the main menu at the top of A to control access to a building or a safe the screen displays whether the call is full or half duplex see figure 10 10 How do I switch between using full duplex and half duplex During a call you can switch between half duplex or full duplex speech using either the button in the Calls in Progress window see figure 10 3 or the Half Duplex Full Duplex menu item in the Calls menu see figure 10 11 Nor mally you can switch between using half and full duplex as many times as you wish providing the call is from a Lifeline 4000 If the call
260. he main server There are two new applications one that puts a copy of the database onto the standby server and another which is used by operators to switch their station from the main server to the standby The problems of switching to standby If you switch your control centre to use the standby server instead of the main server you will be faced with two drawbacks First the Help system will not work as it is configured to work only with the main server Second the database you will be using will not be completely up to date The database on the standby is kept up to date by fre quent copying of the main database to the standby However all changes made to your database on the main server since the last copy was taken will not be present on the standby server s database For this reason frequent copying is recommended Change Server Restore bo Stiarediby Gare Ta Restore to Standby Forrer E Proper d enang conditions hor malore Dorion DE Press eskue hy begr Chanute F fa Singe F Le u i 5 Frej b a Ju Erd j Hep E Shu Deen E Bey cent J Figure 5 11 A copy of the database can be taken from the archive station and placed on the standby server using the Restore to Standby Server application This application is only available on the archive station and should only be used after a backup from the main server to the archive has been performed Chapter 5 Backing up the d
261. he second or third number on its list and it could not connect to the other numbers it tried Your PNC3 Vision will reprogram its first number thus making your control centre the first on its list In future this unit will call your control centre as its first resort instead of the number it was originally supposed to call Finding missed units As Phone Day 2 approaches there will probably be a small number of home communication units that have not been reprogrammed This might be because reprogramming failed or simply be cause the telephone concerned has not been used to call the control centre When a home communication unit is reprogrammed the date or reprogramming is entered into a date field in the PNC3 Vision database You can search these dates using an advanced dwelling search to see when telephones were reprogrammed More importantly you can search for units that have not been reprogrammed simply by putting a single space character into the reprogrammed date field in the advanced search window Once you have alist of units that have not been reprogrammed the easiest way of reprograming them is for you to call the resident and ask him or her to raise an alarm using the integral button on their telephone once your call is finished When you take and clear this call you will be pre sented with the option of reprogramming the telephone You also get a chance to ensure that their telephone is working as it should which might be an issue gi
262. he Vision system also keeps track of There can be up to eight call handling stations people who might be able to help a resident who and each one will have a speech unit and a needs assistance headset The headset is just like the head phones you might use to listen to music except that there is also a microphone attached The speech unit usually sits on the desk next to the computer and allows the call operator to speak to the resident without using the headset It is also possible to have a normal telephone handset Although there is a maximum of eight call handling stations it is possible to have up to six teen telephone lines This is to allow call operators to keep a resident on the telephone while also calling someone else such as a warden relative or even the emergency services The server a special computer A server is a computer that is not used by a call operator but provides information for other computers First however we need to understand why a server is needed Imagine that Mrs Smith s daughter Julie calls the control centre to say that she has moved house and her telephone number is different Julie is one of Mrs Smith s contacts In other words if Mrs Smith has a problem Julie is one of the first people the control centre will call As you can see it is important for the control centre to have up to date records of contact addresses and telephone numbers Chapter 3 Computers and the PNC3 Vision Control
263. he printed invoices match ther ecord stored within Vision You can issue an invoice or a series of invoices by selecting them in the Invoice Histor y list see figur e 6 17 and selecting P rint fromthe Options menu seefigur e 6 18 This not only prints the selected invoices it also changes their status fr om Pending to Issued If you have made a mistak e then you cannot go back and edit an invoice that has a status of Issued Instead you can select the issued invoice in the list and spoil it Y ou will change its status to Spoiled and you will be presented with the option of cr eating a duplicate of the spoiled invoice The duplicate will have a status of P ending thus enabling you to edit it and issueitasacor rected invoice Exporting data to an accounts system It is possible to e xport data fr om invoices into a common data format This data can then be imported into an accounts pack age allowing forr econciliation and other calculations r econcilia tion is the pr ocess of checking which invoices have been paid and which have not T o do this select the invoices you wish to e xport and then select W rite Selected fr om the Options menu see figur e 6 18 B6 8 Chapter 6 Invoice Manager Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Volume C Managers and Administrators Documentation Version 5 40 Amending Windows NT settings This chapter introduces just
264. he top of this window An application window may contain multiple windows inside it ASCII ASCII stands for American Standard Code for Information Interchange It is a widely used charac ter set for the digital representation of text characters It also contains a number of other special control codes such as carriage return linefeed form feed etc Assurance Tone When an alarm call is made tones normally sound at the unit to re assure the resident that a call is being made Away Mode Some equipment is capable of monitoring whether the resident has carried out some form of activity over the previous 12 or 24 hours or other period If the resident seems to be inactive a warning call may be made Away mode turns off the monitoring This means that misleading warning calls are not made when the resident goes away from home for an extended period R6 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision B A B T Abbreviation for British Approvals Board for Telecommunications This is the body which decides whether telecommunications equipment is approved for connection to the national telephone network Background Running in the An application which runs concurrently with another application but which you do not normally see Backup To copy information onto a diskette cartridge tape fixed disk or tape for record keeping or recovery purposes
265. he upper pane see figure 10 22 If you select Add from the Options menu you will be shown the lists dis played in figure 10 22 From here you can search for dwellings schemes resi dents etc Once you have searched and found the dwelling scheme or resident you wish to add to the Parked Calls list you can select it using the options menu see figure 10 23 You can also park a call when it is cleared down see figure Desi D Et Bi A Hasen Detak orias qupmen H p Equipment nvcicng F Ipodents ECC Figure 10 23 When a Dwelling is displayed in a location summary window its Parked Calls can be displayed by selecting the List menu Found dwellings are displayed in a list and these can be added to the Parked Calls Display list A10 14 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 10 Handling calls Volume A Basics PNC3 Vision 10 24 This will add the call to your Parked Calls list If the call is from an ordinary telephone see later in Cal emon E pa son this chapter then you may be asked to enter the call un er s telephone number Alternatively if your control Actions Taken centre is equipped with Caller Line Identification then ana the number will usually be automatically added to the herman parked call details 7 Other Anton sc IF Fate FER Gare Figure 10 24 You can also park a call when you clear it down Creat
266. hemes su that have not been reprogrammed using an advanced search Inthis way i Proe De you can draw up a list of scheme Lleiemm ee alarms that need to be visited and warden changed Remember only the exter z ze nal telephone numbers that ascheme pus Add Notes calls are affected and most codes Mesed 11 December 1397 have not changed this is not truein MP 1 December 1517 hours Northern Ireland where many codes i cb __ Sue have changed Figure 12 5 The detailed scheme view available from a Location Summary also allows you to select a Phone Day button to set the time a scheme was reprogrammed A12 4 Documentation Version 5 40 Chapter 12 UK Phone Day 2 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision What if an alarm is raised There is a possibility that a resident will raise an alarm on a scheme as it is being reprogrammed If this happens reprogramming will stop and an entry will be left in the log file to this effect This will allow the alarm to be dealt with in the normal way You may wish to run the Phone Day 2 Scheme Update again at a later date to reprogram any schemes that were missed When you reprogram a scheme manually you can set the time of programming using the Phone Day button available from the detailed scheme view window see figure 12 5 which can be reached from the Location Summary window see Chapter 9 of this volume for an explanation of Location Su
267. histories dialling out and programming A11 25 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Inactivity A Lifeline 4000 can be set up to monitor a resident s activity If a resident is inactive then Lifeline 4000 will make a call to the control centre The principle of how Lifeline 4000 detects inactivity is quite simple Lifeline 4000 uses two simple methods to decide whether a resident has been inac tive We will call one the stopwatch method and the other the clock method The stopwatch method The Lifeline 4000 will have an Inactivity Time programmed into it see figure 11 37 The Lifeline 4000 monitors the movement sensors and pressure mats Every time one of these is set off it resets an internal stopwatch Every so often the Lifeline 4000 will ask the question Does the time shown on the stopwatch exceed the Inactivity Time If it does then Lifeline 4000 will raise an inactivity call In other words if the resident is inactive for a period longer than the Inactivity Time programmed into their Lifeline 4000 then Lifeline 4000 will make an inactivity alarm call Usually the Inactivity Time is set for 12 or 14 hours It is possible to set the Inactivity Time for just 3 or 4 hours However this will cause the Lifeline 4000 to raise an inactivity call every night as most resident will spend longer than 4 hours asleep and hence will not move around their home The minimum setti
268. hn Smith When we TA el real i enter names and numbers nes Laui eas Ei in more than one field we Je ser FF Inchais are asking the server the Upper Limit Fed librarian to look into the Er database for records with L_w _ iyara more than one criteria For example we might Say Figure 7 16 The Range button at the side of a window allows you to search find all schemes with for ranges of number or names Cromwellshire as the county and Smith as a contact The more criteria we add the fewer records will be found in the database This is referred to as narrowing the search For example if you were to ask for all schemes in Cromwellshire with a contact called Smith and a contact type of warden this is likely to produce fewer schemes than a search that just asked for schemes with a contact called Smith The key feature to remember with advanced searches is that if you enter search criteria into more than one field you are asking for schemes that have all criteria i e name and county You are not asking the server to find records with either the name Smith or the county of Cromwellshire you are asking for only records that have both Using ranges Earlier in this chapter ranges were introduced These allow searches for ranges of numbers such as 200 through to 300 It is also possible to search for a range of names Figure 7 15 shows a range of names Asking Vision to search for Se through to Sp will produce a
269. hone and Th eed f eed this has been taken into account Indeed a en or sp En sleeping resident might not even know that they need assistance if for example they Once the telephone s unique identification number has cannot hear a smoke detector that has just tre without any need for the caller to say who they are been identified the control centre computers can im been triggered mediately show the call operator wherethe call is being made from who lives at the property and who their contacts are These details appear in front of the call operator less than a second after he or she has pressed the button to answer the call The importance of records Despite the very best efforts of those who answer calls and care for residents the elderly or vulnerable do sometimes succumb to illness or accident When this happens it is important to know what happened and when it happened The PNC3 Vision Control Centre keeps a record of e who called e when they called e what they called about what actions were taken The PNC3 Vision software does much of this automatically It saves a reliable log of information as every call is handled noting what happened and the time and date when it happened A2 2 Chapter 2 Telephones and control centres a guide for new users Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision What else can a Tunstall home communication unit do
270. hould they wish to listen to the resident without speaking or alerting the resident Some residents feel that this is an invasion of their privacy Consequently they have their speech units set for privacy If a speech unit has its privacy switch set then a resident cannot be heard If you call a speech unit with its privacy switch set then you will be able to speak to aresident but you will not be able to hear the resident The exception to this is if the resident raises an alarm possibly by pressing the integral button on their speech unit pulling their pull cord or pressing their radio trigger If this happens then you will be able to hear as well as speak to the resident However one compli cation is that if you place an alarm call on hold once you unhold it you will not be able to hear the resident if the privacy switch is set One method of dealing with this is to enter a keyword called privacy to tell you which resi dents have their speech units set to privacy If you receive a call from a resident with privacy set for their speech unit then you can ask them to set their privacy switch to the off position assuming that they are mobile In this way you will be able to hear the resident when you unhold the call One further issue to consider is that residents can easily switch their privacy switch to on and off and so any record you keep of whether they use the switch could be inaccurate The issue of how you deal with this problem is a m
271. iai ehed Enpa li Aien Secure abe pou bo specie ee d dem ecm Hal Ha horra u rai a a Re SE Alem ng Pleppr Lab be cg eee te ge jen Ok U z Oper i ma Fed ha dac miba diah ma an a Ha arped riaa babes tc baira Frozen Fi fi ge ray ra herm Nuni z Aan es rs des H ares dl s ET riz Mora Hordes T r rit ara Aan Fi werden Par ral Halen Drug vi ri Daira siri agarar H riac 3 4 arc ee ere ey ada eo ea ther J orice te a bd irl AL tne BT E J ones T kia all erento CALE LE les a CE DEL Figure 11 32 If you are not sure how to enter the numbers into the Alarm Sequences window then the Alarm Sequences Assistant can be a useful way of experimenting You can use the red arrows to move the alarm numbers to the list or you can drag and drop the alarm numbers Using the Alarm Sequences Assistant If you press the red and orange help button marked with a question mark you will be presented with the window displayed in figure 11 32 You can select alarm numbers and add them to or remove them from the Number attempts list using the red arrow buttons Note that you can use a number more than once in this list You can also adjust the number of attempts figure for each number This is the number of times the Lifeline 4000 will try the telephone number prior to moving on to the next telephone number ar F ven majo ee al Linn Lok ma BE Loire Eni sra boot u beg oper a
272. ialling out unsuusennnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn A11 6 TOnePad nn Sine eee eae A11 8 Programming a resident s unit lee A11 8 lifeline 30 0 Oras AM Siege en een near NT A11 11 Lifeline 4000 ecke AT A EEEa Aa been he Jh nahe nee Led SEDE DEKENS A11 20 Programming schemes ssnssssssnsesmnaneneennnneneenneneennaneneenneneennneneeenaneneennaneneennnnnnnns A11 35 12 UK Phone Day 2 Phone Day 2 uuuusunnnanununnanannnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnannnnnnnannnnnnnnnnnennnnannnnnnnnnnnnnnnnnnnnnnnnnnenn A12 1 Changingithe database nes en Eee ep DE EME A12 1 Updating home communication units cee A12 1 N n tunstallreguipment isyan te res ken enge Al2 2 Finding Missedi units nenn nn ee Lana eine ee ehe A12 3 Changing scheme alarms ss ell eileen A12 4 Documentation Version 5 40 Volume B Advanced 1 Equipment Why use the equipment facility ss ssssssnssserenannneennnneennnneeeennneneennnneeneneeeenneeneennanennenns B1 1 Creating Equipment lenin nena B1 2 Finding equipment ssssnssssnnannnneeennnnneennnnnneennnneeeennneneennneneennneneennnneeenanneennnne B1 3 Whats SCODE AEERPECRSERFRRREEERFRERAUERFERERRFEIRGEFFEFFEFFFPEERREPERERRTPEURFRELEREFELEEERFERFRERERERFREEFFEFFFERPEFFEERER B1 5 2 Rotas Understanding Rotas cee lle B2 1 Viewing ROLES sce ccenctetntedecegvyeinaus RUDI VE
273. ic You have to use the scheme find Tre E to find schemes the dwelling find to find i Latha ay dwellings etc The Telephone Directory Digestion provides an easy and quick means of Esi Nas E searching the database for any address or Advanced Cancel telephone number see figure 8 17 You can access the Telephone Directory by se etc However these searches are rather Figure 8 17 The Telephone Directory allows quick searches to enable you to find any telephone number or address in lecting Telephone Directory from the Data the database menu It is possible to search for all pre rer residents schemes security loca pure amies Address The ill cr siden irs Elan Smith 1465 56493 tite Cotir Resident Mrs Enid Smith Q1483 576946 22 Woodh tions etc These are selected using the type box see figure 8 17 It is also possible to search for the title of the person their first name or their last name As you might ex pect the Last Name Organisation Figure 8 18 found address and telephone number can be field can be used to search for the displayed using View from the Options menu name of a housing association council etc The Advanced button displays a window that also allows you to search for scheme identification numbers and unit identification numbers As with other advanced searches you can save restore and delete search criteria Selecting View from the Options menu will displa
274. ident who is calling or even select a speech unit that has not tegral Button or Fire Alarm is dis raised an alarm played by each call The line that displays the scheme as a whole also displays this Call Code Text It will display the Text for the call with the highest priority Chapter 10 Handling calls A10 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision By clicking on the plus sign beside the scheme icon it is possible to view all of the calls from the scheme controller see figure 10 13 You can click on the call you wish to select first and press the select button or press the F3 function button If you just select the scheme and not a specific call then the highest priority call will be automatically selected first A location summary showing the resident s details will be displayed and you can deal with the call as you might deal with a call from ahome communication unit see the earlier section in this chapter When you clear the call you will be presented with the window shown in figures 10 14 and 10 15 This Calls on Scheme window allows you to select another call from the same scheme Once you have dealt with and cleared all of the calls you will then be presented with the window shown in figure 10 15 for one final time and you can select the Clear Scheme button This finishes the call handling process and breaks the communication link with the scheme controller
275. idents and contacts up and down see figure 9 6 This is useful because you may want the call operator to see certain contacts first A9 4 Documentation Version 5 40 Chapter 9 Viewing and editing data Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Deleting data Vision uses a relational database This means there are records for dwellings residents and con tacts as well as links between them To delete a record you must delete the links to that record first If you wished to delete a dwelling then you will first have to open the dwelling frontsheet and delete the residents The links to the contacts will be automatically deleted Also if your system uses the equipment database the equipment at the dwelling will be automatically marked as unallocated see later chapters for an explanation of equipment Indeed this is one of the advan tages of Vision the easy integration between the more advanced functions and the core data on dwellings and residents In order to delete a scheme it would be necessary to delete every scheme dwelling first This is because a scheme cannot be deleted until the links between itself and its dwellings have been removed If you attempt to delete contacts residents dwellings or schemes you might find that this is not possible Only operators with the appropriate privileges can delete data Notes You can attach notes to residents dwellings s
276. igure 7 2 The brief scheme find window can be used to find schemes according to their identification ID numbers dwelling or resident Alternatively you might want to link one record to another For example when creating a dwelling scheme or resident you can create contacts However if the contact already exists then you can search for the contact to link to the resident scheme or dwelling We will deal with searching and linking later in the next chapter Advanced and brief search There are two types of search used within Vision An advanced search allows you to find almost any type of information For example you could find all of the residents called Dr instead of Mr or Ms You could find all residents living in a certain town or village or even an area of a town A brief search on the other hand allows you to find schemes and dwellings based only upon their identification numbers Why is brief search based on ID numbers While it is relatively easy to remember names such as Smith or Jackson numbers tend to be harder to remember Consequently it may seem odd that Vision makes searching using identification numbers the first choice a user will see One reason for this is that operators oddly enough do remember many identification num bers Another reason is that some control centres have policies of numbering dwellings or schemes according to certain criteria such as the area where the dwelling is situate
277. in the snow Although calls from wardens used to take a lot of time because a call operator had to handle each one at least they allowed this sort of information to be passed over You might think that now calls are never seen by a call operator there is no opportunity to pass on this information Vision deals with this problem in rather a clever way Notes about residents such as the messages above regarding Mr Robertson or Mrs Smith are stored in the database When Vision receives a background call from a warden to say that he or she is either coming on site or going off site Vision checks the database to see if there are any notes or reminders If there are any notes then the call is turned into afull call a call that is handled by an operator The operator then has an opportunity to pass on any information the warden might need The advantages of background calls are faster call handling for wardens as they do not have to wait as long for their call to be answered e lines are not blocked by warden calls there are just as many warden calls but each one only lasts a few seconds e fewer calls for call operators as they only have to deal with calls where some information needs to be passed to the warden The background calls radio button turns the background calls facility on and off for ascheme This facility only works with some models of scheme controller specifically Tunstall Piper Haven and Communicall The background cal
278. ine CAA STH then allow you to distinguish between individual dwellings that should be invoiced individually and dwellings owned or super vised byanor ganisation where the organisation wishes tor eceive the bill directly Figure 6 2 You can find an organization and N declare it to be an agency The first step is to list the or ganisations that will receive invoices Y ou can do this by selecting Invoicing fr om the Configur e menu and then Agencies fr om the submenu that appears see figur e 6 1 You can then use the Options menu in the Agencies window see figur e 6 1 to amend delete or add an agency Pressing the Allocate button in the Add Agency window seefigur e 6 2 will allow you to find anor ganisation and add it to the list of agencies This is also the place wher eyoucandetermine whether the or ganisation receives a normal bill or whether the invoice has the costs shown for each dwelling see figur e 6 2 B6 2 Documentation Version Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 6 Invoice Manager 5 40 Volume B Advanced PNC3 Vision Invoice Items The next stage in configura er BEE tionis to set out the items you Options will char ge for on a r egular Pioe TaxCode basis Y ou need to select In i 7 00 voicing fr om the Configure liscllanenus Advanced menu see figur e 6 1 and Figure 6 3 This is where you define the regular chargable item
279. ing TT Codes BE Code Ciwaling F _ E Schemeldent 517 Alb Phone Ho Cweiing Location Hines rr Nurbr Figure 6 13 The form for creating a scheme dwelling is exactly the same as the form for creating a dispersed dwelling except that some choices are not available This is because this information is set for the scheme for all dwellings in the scheme will produce the usual Dwelling form the same form that was used to enter dispersed dwelling information in the last chapter see figure 6 13 From the Options menu choose Import Scheme Address optional The first difference you might notice in the Create Dwelling form is that the unit phone number authority and model type are all in grey you cannot select them and change them This is because this is scheme information It is the same for each and every dwelling in the scheme and so cannot be altered for each dwelling However you can edit certain characteristics as before as well as enter an alternative telephone number if the house or flat has its own telephone line Some scheme dwellings are on a different street to the place where the scheme controller is housed see figure 6 14 However many scheme dwellings are at the same address as the scheme controller with the only difference being the house or flat number To save typing in the same address again you can choose Import Address from the Options menu Once you have finished entering this informatio
280. ing hidden is that the computer screen does not become cluttered with lots of names and telephone numbers Call or data operators can open or expand only the information they need There are also frontsheets for schemes and dwellings amongst others ad Dwelling Frontsheet In summary forms are like card in Options eorder dexes and are used to show common bo I Dispersed Unit 63 The Will we PCE Police Mr P Ambulance data such as telephone numbers and addresses Frontsheets are used to show links between records such as records of dwellings residents and contacts amongst others A frontsheet for a dwelling shows links to records for con tacts and residents In other words a M Smith Dr F Doctor frontsheet shows a dwelling s collection the collection of records related to a particular dwelling A scheme frontsheet shows the collection of records for a scheme Figure 4 19 A frontsheet for a dwelling displays the contacts linked to the dwelling as well as the residents and the residents contacts A4 10 Chapter 4 How is data organised within Vision Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Creating dwellings residents and contacts This chapter introduces the various forms needed for dwellings residents and contacts together with the associated frontsheets Here the task of entering information or creating data is dealt wi
281. ing in ee Cromwell to the ownership of Cromwell Housing Association involves three steps First an advanced dwelling search needs to be used to find all of these dwellings Next the records to be changed have to be selected from the found list Finally global edit has to be used to change the owner of all of the found dwellings to Cromwell Housing Association It might be useful to step through this process The first step is to find the dwellings that need to be changed see figure 9 18 As all of the dwellings are dispersed the percentage sign in the Scheme Ident field should be deleted The name Cromwell should be entered into the Town field and Cavalier Housing should be selected from the Owner characteristic This will find all dwellings in Cromwell that belong to Cavalier Housing Find Dwelling Fa ptons Sat Location Reskderts Contact Dealing Schema lidert E Mahone Cassie Housing Unis Fo u Id No x Equipment ddess Name E Humi J Sheet s Pipety Type x Para x Hobie aidr Lim Croma SHOFE DETOUR A County E Figure 9 19 Step 1 an advanced search is used Some lists allow you to globally edit all of the found records while others require you to select to click on the dwellings you wish to globally edit see figure 9 19 You can do this by choosing Select All from the Options menu or by clicking on the first dwelling you wish to find scrolling down the list and then clicking on the
282. ing of call histories is described before the process of creating call histories is explained Dialling out is dealt with and then the process of programming ahome communication unit is described Finally the method by which some scheme controllers can be programmed is outlined Call histories Vision keeps a record or log of calls The log or Calls History records the time of a call the ID of the unit that called the number that called if caller line ID is used the reason for the call and the actions taken The Calls History also records the type of unit that called i e whether it was a dispersed home communication unit ascheme controller or security dialler In addition the Calls History records any referrals the creation of which was dealt with in the last chapter The Calls History is important for a number of reasons It allows the control centre manager or administrator to gain a clear picture of the types of calls being taken More importantly it pro vides a means by which records of calls from a particular location can be easily found and exam ined It is possible to search this log in a wide variety of ET ways The Histories menu item in the Data menu see BEN Configumm Hals figure 11 1 allows you to select Calls from a submenu FI This produces the Brief Find window shown in figure 11 2 Etre Using this window it is possible to search for all calls Rouen between certain dates and times Drgansatlor Contact Se
283. ing reminders You can set a reminder see figure 10 25 This will pop up a reminder window see figure 10 26 You can set this reminder to be shown just once or at regular intervals For example you might want a reminder to call Mr Smith and remind him to take his essential medication If you select Create from the Schedule menu in the Options menu see figure 10 25 you can set the reminder to be shown only to yourself i e the person who created the Parked Call or to all users You should not create reminders for all residents For example it is possible to create remind ers to call each resident on his or her birthday This however will fill the database s list of timed events and will cause PNC3 Vision to run slowly FH Febe Cals Dorper Liane Fan Call E i aller r Daka Doma j Selle St Tres Im amp Sea Djeda Last D se Evesg 7 E Ta LE Curai EE Figure 10 25 You can right click on a call to produce the Options menu for just that call You can use Schedule from this menu to create a reminder and you can use properties to decide who will see any Parked Call Reminders Chapter 10 Handling calls A10 15 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Help arrived Most control centres have a policy regarding what happens when help is sent Your control centre needs to know if and when an
284. inter and she has to use the Add Printer Wizard again This happens if her user profile is probably not set to Roam If Roaming is turned off ei ther overall or for just one user then that Figure 1 3 Using days in dates for searching often creates user will have a different profile on each problems machine If Roaming is turned on for user profiles then this problem should not occur Information such as the printers that can be accessed is stored in the user s profile A similar problem you may encounter Again let us imagine that Sarah uses the Add Printer Wizard to add a printer while logged on to Call Station 1 Next an operator called Derek logs onto Call Station 1 but cannot see the printer Derek has to use the Add Printer Wizard to add the printer icon to his Printers folder This is because the printers that an operator can see and send documents to are dependent upon their profile not upon the particular call or data station they are using In other words when a user adds a printer icon they add it to their profile not to the station upon which they are working Adding a printer to a client computer Although it is recommended that printers are connected to the server and then shared it is also possible to connect a printer to a call or data station and print from just that computer You will of course need to install the computer as per the manu facturer s instructions using the printer software they provide It is a
285. ion uses the timer functions provided by Windows NT To turn the Windows NT scheduler on select Control Panel from the Start Menu and then open the Services control panel You need to select the item in the list called Schedule and then LE Come Panel JO Eie Ed Yew Hep E Cori Panel ca me xl rg amp Accent Adie Donsk Lae f Dres 1 ir Programs C 2 dipi EL EL Sh abit at Portes M Tskba Tage Cavers Takipi UPS Figure 5 3 The Windows NT Scheduler can be turned on using the Services control Service Shab Ganie Schedule Hewa DDE Slalup T Hewat DDE DSDM isi es NT LM Secuniy Support Provider FF yuhai Plug and Play Sig T Manual Cancel FH Vihor more Sim r Citcahisel Female Procedure Cal A PC Locaia B Hep Ramie Promedure Call APC Sarica TT Seve A tan Acta Spoki Sia I Alls Serene lo Interact vah Deeckion Sigrtun Passer C Ths Account m Figure 5 4 The Schedule service should be set to Automatic C5 4 Chapter 5 Backing up the database Documentation Version PANEL Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Timers press the Startup button see figure 5 4 After you have set the Schedule service to Automatic you need to press the Start button which should now be enabled tr Timed Event Lil O Hev Tact Bl ma A JDO eve dy 0610692 TE 2 DK Pl Ch
286. iot s GuidetoW indowsNTW orkstation 4 0 Que Publishing ISBN 0789 706 792 e Kent P 1997 Discover W indows NT W orkstation 4 0 IDG Books Worldwide ISBN 0764 580 256 e Hilliker H F et al 1997 Managing W indows NT Ser ver 4 0 New Riders P ublish ing ISBN 15620 557 63 e Rathbone A amp Grace R 1997 Dummies 101 W indows NT for Dummies IDG Books Worldwide ISBN 0764 501 674 There is also some information on Windows NT 4 0 and servers on one of the CD ROMs that will have been delivered with Vision To access this information put the Windows NT Server CD ROM into the CD drive of a call or data station A large window will appear and you should click on the button called Browse this CD One of the folders you will see is called Support Inside this folder C1 1 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision is another folder called Books Copy this folder to the computer s hard disk This folder contains a number of Word documents and help files with information on Windows NT However you should be aware that this information is generally aimed at users who have already attended Windows NT training courses Why Windows NT PNC3 has been moved to the Windows NT operating system for three reasons e Windows 3 11 is becoming obsolete Windows NT offers a modern alternative e Windows NT offers a degree of security that alternative
287. is of Residents by Characteristic D5 5 Analysis of Residents by Keyword D5 1 Analysis of Schemes by Characteristic D5 7 Analysis of Stock D5 10 answering calls see calls assurance tone see home communication units programming R7 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision attaching contacts see contacts authority what is an authority A5 5 automating backups C5 3 away setting see home communication units programming background calls an introduction to background calls A6 4 different types of background call A10 19 backing up automating backups C5 3 backing up the database C5 2 backing up Windows NT settings C1 9 recommended routines C5 3 Bank Giro field A5 15 Batch Reports D6 1 brief search see finding BS codes A5 8 default BS codes C2 10 BS priorities C2 11 BT line monitor see home communication units programming button radio trigger A2 2 Call Duration Analysis D3 3 call handling station A3 7 call handling status C6 3 call notification privilege C3 7 call timings different management reports D2 2 caller line identification A10 21 connections and checking A10 22 System Status display window C6 6 calls advanced search A11 2 answering calls from dispersed units A10 2 answering calls from schemes A10 9 background calls A6 4 call actions and reasons A10 8 call events A11 3 call meanings A11 4 call tones A10 6 clearing A10 8 R7 2 Reference 1 Index
288. its contact the scheme controller PNC3 Vision f Figure 6 1 Schemes also called grouped alarms connect residents who live This section deals with in groups to a scheme controller This controller contacts a warden or calls the task of creating arecord the control centre A6 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision of a scheme in the Vision data LCR CR base This is often something DESE conique Hep you would do once a scheme Dwaling alarm had been established at the home or sheltered housing Secuiy site Engineers will have in stalled speech units in each resi dent s home and connected theseto ascheme controller An Cr Advanced Fra Cancel engineer will have programmed Figure 6 2 Select Scheme from the Data menu to see the Create the scheme controller with an button identification number as well as the telephone number of your control centre Select scheme from the data menu and choose Create To create a scheme record you should choose Scheme from the Data menu at the top of the screen and then click on or press the Create button Notice that the first three choices from the Data menu are all locations schemes dwellings and security You may recall from the last chapter that Vision revolves around ID numbers and locations and this is why these three menu choices are next to one another Entering the sch
289. its identification number the address where it is held and the name of the resident there It might also have information on medical conditions such as angina There are also contacts You may recall that contacts are the people who can lend assistance to the resident such as relatives wardens and others The diagram in figure 4 2 shows two records and each record has the same contact You can think of a record as a card in a card index Each piece of card or paper has the same information Databases that work like card in dexes are also referred to as flat databases although you do not need to remember this The problem with old fashioned databases In the diagram in figure 4 3 Ms Julie Smith is a Resident Resident contact for Ms E Smith as well as for Mr A Robertson In other words Julie Smith is someone Ms E Smith Mr A Robertson who could be called by the control centre if either Contact Contact Ms Julie Smith a Ms Julie Smith resident needed help As the data is held on the computer it is very Figure 4 3 Old fashioned databases work like a card index system This means that many cards or the telephone number of a contact and even those records need to have the same information easy to find the name and address of a resident residents who have particular medical conditions entered If the contact on the record changes such as angina However there are drawbacks to address or telephone number someone will have t
290. iy Fac Erap a roen Pr F1 F Pages Fr Pail i F F 2 MT Fegi Pall F i r MT Fa on MT Pall r F Fr a T Aegi T Pall 4 r Ja E MT Fegan MT Pall F r ces poe ct ay faced pah mot Figure 11 43 Registering a TalkBack trigger Lion Par zer Optio Spa Tega T Tiga Tage Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A11 31 Volume A Basics PNC3 Vision Prog Liebes SB Orks ID RARE ber Equa Eco D Alan er eur Supra Als Trop lappy Lie Maa zer Opker Dabitid Arar Samom Fod Cal ipar Spach areal Erig Speech Tegn Teck Fac Erap de MI E cap Fetes peen haa nT Tre ai el een ee fhe oma hen foe are rn une BE iyi ITF pou sa hee thes irs ey eet Be undo fered Kara ro bo Hes Coil Carre pot lige gan ee tire T ei all at he chek updating aa ale pou bs aed ng Aloes yee de rot Era mad ie hocks etm th unt Figure 11 45 You can directly set the internal clock for a Lifeline 4000 Clock If you program the clock see figure 11 45 then this will program Lifeline 4000 with the time In other words it will align the clock in your control centre computer with the clock in the Lifeline 4000 However you can select another time if you wish which can be useful if are programming a home unit in another time zone Prog Lienen 4000 kasran ID EN ass P
291. l Group Ltd PNC3 Vision Muscat Faria site Levanta Scale i Days Figure 2 2 Besides each individual are the days marked when the are available partly available and not available CEE Red areas indicate that the person is not available Green areas show that the person is on duty while a A EN al amber areas show that a person is available for some Forwaed a Dap weet of the period but not all You can see from figure 2 2 02a 0 On 6 an 6 ur that all operators are shown as unavailable or as par tially available This is because operators are not avail _ Figure 2 3 The buttons at the top of the window can be used to move forwards and day backwards one day at a time or whole weeks at a time able for a full day only for one shift which is part of a Peden Hola For Opti boit re nen gall wf oe I Ze Pati ara laadst e Figure 2 4 The rota can be displayed in hours as well as days You can move forward and backwards using the arrows dis Peizonnel Ada Far Dpesabs played in figure 2 3 These arrows allow you to move forwards and backwards by a day at atime or by whole weeks 7 days per but ton press Notice that you can also press the magnifying glass but ton and this will zoom in to show the rota in hours rather than days see figure 2 4 You can also use the Scale menu see figure 2 5 Figure 2 5 You can also use the Scale menu to switch between displaying hours and
292. l Reasons an operator must have lists the Data Configuration privilege Note that some en tries are predefined and cannot be edited or deleted Call Reasons in Call Reasons In are the reasons for calls into control centres You can enter new reasons using the Create button as well as edit existing reasons or delete reasons using the appropriate buttons see figure 4 2 All of the entries you create will appear when a call operator next selects the Call Reasons field The list of entries is ordered in a particular way The fixed entries created by Tunstall are shown first Next there are the current active entries and following this the deleted entries Within each of these lists the entries are arranged alphabetically The nature of delete When you delete a Call Reason it does not disappear completely from Vision Instead it is shown in grey at the bottom of the list see Security Alert towards the bottom of figure 4 2 This is because it will still be available as a reason when performing searches Ho calls quewed a RTS Hig Gite m Call Heaton In Ermi Layout Hon Ling lenarnd este Labels Hurse on Sie g Faict on Si Edi Shit sory Frescnpiion Heeded ipe Patera 2 Cure Eepmad Fieber s ander Dri Site Equerrert b Pant Charscheisbos D a Aura Fesicent sanden Of Site R E PETE 4 Tis E Inciderds b each ajen 1188 Fi perce tente ane ar ik Fietyuared From das Call cio ie r Fre
293. l as schemes amongst others Going beyond forms frontsheets Forms are very useful for viewing and editing Deiling Fiond heel regular information i e information that is pis Hauer always in the same format such as a telephone Dispensed Link 69 The willows 4 Holbeck Pace Sivatshore FT PC E Police number Forms are like cards from card index Hr Fi mkedence Hr F mbadenze i kE Sn H rrah Cu F Coton system However some information is more difficult to show on a form For example a resident might be linked to six different con tacts There is not enough space for the names amp of all contacts and so information that is linked to a resident is shown in a different way Figure 4 18 A frontsheet shows residents and who or what they are linked to This resident is linked to two F r contacts shows a resident with links to contacts This The frontsheet shown in figure 4 18 type of diagram is called a frontsheet Towards the left of the diagram you can see the resident with just a plus sign beside her This means that some information is hidden If you click on the plus sign the diagram changes to show the hidden information which in this case consists of two contacts Frontsheets where information can be shown or hidden are useful for displaying all sorts of links such as links between resident records and contact records The advantage of information be
294. l centre where the call is being made from The person or operator taking the call sees all of the details on a computer screen as soon as the call is taken Not only is the address and telephone number of the house or flat displayed the names of the residents as well as their contacts such as wardens relatives and emergency numbers are all displayed as well A2 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Why do control centres need computer based systems Problems with identification Control centres deal with thousands of people and receive many calls sometimes more than one thou sand a day Control centre operators need to know which telephone is calling immediately Consequently a paper based system just could not work The advan tage of the special telephone sending an electronic message saying who is calling is not just that it is faster there are other advantages For example some call ers cannot speak while a small minority might not even be sure of their own name and address The elec tronic message from the telephone can be immedi Figure 2 1 A special telephone or unit does ately interpreted by the computers at the control cen not just dial a control centre and send a message to say who is calling Depending upon the type of unit a variety of other alarms can be sent A resident who needs attention might not always be able to reach the telep
295. l only be able to select the services provided by the organisation In other words if you have only selected plumbing as a service for Cromwell Trust then you will only be able to select plumbing as a service offered by any of Cromwell Trust s service providers Working patterns and shifts Once you have a service provider for an organisation you need to know when he or sheis available To obtain this information you need to define their working pattern This working pattern infor mation is then used to construct a rota dealt with in the previous chapter To set a working pattern select the service provider in the organisation frontsheet and then select Working Pattern from the Options menu see figure 3 9 This will produce the window shown in figure 3 9 The next step is to select Start Date from the Options menu in the Working Pattern window see figure 3 9 Thi ill d th ind DEC TEL is will produce the window ma shown in figure 3 10 Create Ungenissbor real House 24 Hat ork F F Create Serving Provider The working pattern length you sd Sence sp Waking Pattern for H Pi set in the field shown in figure 3 10 Edt Seinen Delete Selsc terf Dpi is the number of days for a whole Te EPIIT Working work cycle For example if a serv Paisonnel foia Ge ET ice provider works Monday to Fri Eule FT Empang i day and has Saturday and Sunday off his or her working pattern is _ en Figure 3 9 The worki
296. l the police As the diagram in figure 4 12 secu G ciiiy Dialis Finnin Qetore Femi lie Secusilp kant 7 The Old Shop 23 Hsin Avenue Comes Crom i P Bbg rity diallers have a location an address together with contacts such as the peo ple who have a key to the shop or fac tory This enables the control centre to call the keyholder owner or manager after they have called the police Figure 4 13 As there are usually no residents where a security dialler is present any contact information is linked to just the location Chapter 4 How is data organised within Vision A4 7 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Volume A Basics PNC3 Vision Organisations Dwelling Record So far we have considered three types _23 iD number of location individual dwellings group Dwelling Record or scheme dwellings and security lo 5 1D number cations There is one more type of lo cation information and it is an organi IC nuentrer 24 _ sation Dwelling Record 38 10 pumber Dwelling Record ID number Residents receive all sorts of serv ices including for example delivered Figure 4 14 Each telephone or alarm unit passes its unique identification number to the Vision control centre thus enabling meals sometimes called meals on Vision to match the number to a location an address wheels chiropody and physiotherapy These service providers
297. last dwelling you wish to find while holding down the shift key on the keyboard Once Global Edit has been selected from the Options menu you will see the window shown in figure 9 20 Here you can select Cromwell Housing for the Owner characteristic and then press OK This will make Cromwell Housing the owner for all of the dwellings you selected from the list of dwellings Why not change the Authority field instead Many control centres use a characteristic to denote ownership As explained in Chapter 5 of this volume the Authority field does not denote A9 12 Chapter 9 Viewing and editing data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ownership but restricts the access some users have to records For exam states Seach Cima Address ple if a representative from Cromwell Le Sehe All ca Privar Fesses 122 Main Sieg Housing was allowed to log onto Vision ES Bun e baeetihiea 3 Wew Salech leo Prima Resident S they should be able to see all of the reed er se LEHE Ho Prima Plesidend gt Hi Hamn Sirag properties and related records belong Ede ing to Cromwell Housing However they Equipment should not be able to see details of Fre Inne properties belonging to other housing _ L t associations The Authority field then ESEL EI us Bandan is used to restrict what some users can Bart and cannot see it is not used to ShOW
298. lding calls and problems with privacy switches A10 11 home communication units A4 4 programming A11 8 Lifeline 3000 alarm numbers A11 11 Lifeline 3000 assurance tone A11 14 Lifeline 3000 away setting A11 16 Lifeline 3000 dial method A11 13 Lifeline 3000 dial options A11 13 Lifeline 3000 emergency numbers A11 11 personal recipients A11 11 Lifeline 3000 making enquiries A11 10 Lifeline 3000 manual programming A11 19 Lifeline 3000 periodic call setting A11 15 Lifeline 3000 power monitor A11 15 Lifeline 3000 pre alarm delay A11 13 Lifeline 3000 repeat dial A11 13 Lifeline 3000 services A11 16 Lifeline 3000 speech synthesis A11 17 Lifeline 3000 telephone line monitor A11 14 R7 6 Documentation Version 5 40 Reference 1 Index Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Lifeline 3000 user numbers A11 11 Lifeline 4000 alarm numbers A11 20 Lifeline 4000 alarm sequences A11 20 Lifeline 4000 alarm trigger mapping A11 23 Lifeline 4000 answer call A11 24 Lifeline 4000 external output A11 23 Lifeline 4000 inactivity A11 24 Lifeline 4000 intruder A11 24 Lifeline 4000 mute control centre A11 23 Lifeline 4000 mute progress A11 23 Lifeline 4000 no alarm indication A11 24 Lifeline 4000 away A11 27 Lifeline 4000 clock A11 32 Lifeline 4000 dial method A11 27 Lifeline 4000 equipment ID A11 20 Lifeline 4000 inactivity A11 26 Lifeline 4000 inputs A11 29 Lifeline 4000 periodic calls A11 28 Lifeline 40
299. le clicking on the parked call in the list will also display these details When you dial out PNC3 Vision will use the telephone number stored in the database for that contact dwelling scheme or service provider to make the call If the person to be called is not in the database but has called into the control centre then PNC3 Vision will use the telephone number it received from the Caller Line Identification facility if the number is available and pre suming that it is installed in your centre Chapter 10 Handling calls A10 17 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Inactivity It is clearly important for calls to be answered as quickly as possible Yet an emergency such as a fire could lead to the control centre being evacuated and Vision has been designed Mo gs Fr mers on bre 1 aa DIE bo contre to cope even with situations such as these If a call operator dealing with an alarm call takes no ac Dr tion then after three minutes a warning window will be shown see figure 10 27 together with a warbling noise If there is still no activity after a further one minute and forty five sec onds Vision will drop the call and log off the operator Figure 10 27 After three minutes of inactivity Vision will produce this warning If a call is unanswered after three minutes i e it is still in the queue then Vision will check to see if there i
300. lecting Scheme If the Scheme is selected from the oe EN Category menu see figure 11 2 then only scheme calls Invoice Elert Data will be found In addition it is possible to enter a spe cific scheme identification number in order to find calls Management Faport Sary ca from just one scheme It is also possible to enter a range Talaphone Dractory Be of scheme identification numbers heli Es eee Selecting Dwelling If Dwelling is selected from the Figure 11 1 Call histories can be found by category menu see figure 11 2 then only dwellings will S l cting Histories from the Call menu be found However this includes both dispersed and A11 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision scheme dwellings Identification numbers or EE x even ranges of numbers for schemes or units Casg ass gt can be entered to refine the search It is possi s t Date ble to find calls from just dispersed dwellings or just scheme dwellings using the search tech niques explained in Chapter 8 of this volume Care Manager Service Provider Organisation Iperstar Unt Id Selecting Security If Security is selected from the Category menu then only calls from security Create Find Advanced Cancel diallers will be found Again it is possible to Figure 11 2 The Brief Find window for Calls History enter identification numbers or ranges of num can be u
301. lers and related data Creating a Scheme risiini eia ln enna A6 1 An introduction to background calls aieri n a REA A a A6 4 Create a scheme Contact el lll lela A6 5 Create scheme dwellings 0 lene al nine alien A6 6 Create scheme residents 0 ell nnn A6 8 Create a care Manager nssnssssnsrmmnemmmnenennnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnenenennnnnnnnnnnnennnnnnnnennnnennnnnes A6 8 Creating security diallers ssssnssssnsssrssnaneneennnneenenaneennnneneennneeneenaneneennneneenneeeeennnnnes A6 9 Security CONTAC ahnt tbh heist en tnt ete Teese A6 11 7 Finding schemes What is finding or searching zzunursnnnanunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnn A7 1 LAN EEE et ET Dune eu nee eh A7 1 Advanced and brief se rchir n unse ge se ee er A7 2 Finding a scheme using a brief search uussuusunnannnnnnnnnunnnnnnnnnnnnunnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn A7 2 A bit of jargon search criteria libraries and librarians 1 0 eee etter tee reat ee eae nenn A7 3 Using ranges of ID numbers ss A7 4 Viewing the results ofa search see inneres a nee a aani A7 5 Finding a scheme using an advanced search uurzunsnnnnonnnnunnnnnnnnnnnnunnnnnnnnnnnnunnnnnnnnannnnnnnnnnnn nnana A7 6 WIA CATS sce ren a ead Kera na a ernennen heller hrs nhrhhen A7 7 Entering criteria into more than one field 0 0 0 eee etree eee eee eta A7 9 Using ranger Herr tt Re TT flan e
302. ll names from Seems to Smith and through to Spicer The search request in figure 7 15 actually says find any names beginning with the letters Se through to any names beginning with the letters Sp Remem ber the percentage sign is a wildcard which means any number of characters whatever they might be Exclusive searches The Range button also allows you to insert an exclamation mark Every time you see an exclamation mark in a search you should read it as the word not If you ask Vision to find the scheme with a contact called Smith then Vision will find all schemes with a contact called Smith However if you ask Vision to find all schemes with a contact called Smith you are actually asking Vision to find every scheme that does not have Smith as a contact Chapter 7 Finding schemes A7 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision se Find Scheme pions Sat Location Corduet Equinresnt Scheme ident IF Model Eoo fics 7 Au E E Taepa Ho i Scheme Telephone H fs F Unit Mo 2 Equomer Address iaden Bachgound Cal Hans nn Sie Figure 7 17 Schemes can be found using criteria in any field What can you search for You can search for ascheme using any field in the advanced find form see figure 7 17 You could search for an address or part of an address such as a town If you entered the name of atown such as Cr
303. lled and how long the task lasted Creating an organisation Before you can create an organisation your control centre manager or administrator needs to create the different organisational types you will use such as Local Authority NHS Trust etc To do this see Chapter 4 of Volume C of this manual When you select Organisation from the Data menu see figure 3 2 you will presented with a Brief Find window Organisations can then be found using their name or type Unlike home com munication units or schemes organisations do not have identification numbers If you search for a B3 2 Chapter 3 Organisations Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision particular organisational type then RUE EITF eget ta Ale you will be shown all of types of or Organisation ganisation available including types Oigaresaton Type Le that have been deleted Operation Name PEER As you may recall from earlier Ursin iy discussion of deletion in Volume A Croce ndeperdant when an item is deleted it is not 2 NES a x eorapleted renove irom the de a Deleted organizational types are also shown when base If your control centre manager or administrator deletes an organisational Peer AE type you will not be able to use this type fagsnizstion when creating a new organisation How Organisation Tres Housing Accocistor ever you will be
304. ller Call to warden Warden off alte call to conmirel cenire non eeu CETT eee pes i ja i e e e ol A a 4 a ri Scheme Contra ber Werden j Bi Figure 6 5 A scheme controller will alert the warden to an alarm call from a resident only calling the control centre if the warden does not respond However if the scheme controller knows the warden is off site then it will pass the alarm call straight through to the control centre Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A6 3 Volume A Basics PNC3 Vision Current Duty Status optional Schere TT Codes BS Codes As you will see from figure 6 4 there are ra Scheme lice 1 dio buttons for noting whether the warden emshism 51 Sgen is on or off site Just to be clear the Current a Hier TIC By Elke Duty Status refers to the status of the war et ion Scifi Spe den and whether he or she is available to ne Telephone Ho F Ti assist residents uneni Dup Statue actonnand Cak TE quipi F Un Ze FF Erabi When you first create a scheme you will C OW Sits Diabledl robably not wish to set the Current Dut r j 7 7 Cha adeisict Cuan Choe I Status The Current Duty Status is turned on Ben _ ER when a warden starts his or her shift It is switched off when the warden finishes a shift Figure 6 6 The radio b
305. llows many different programs to run often at the same time without any of them crashing into any other If a program does go wrong it will stop that program and turn it off so that other programs are not affected When you switch the computer on it finds the operating system software and loads it into memory Next it loads or opens the PNC3 Vision software It might be useful just to stop and explain this in a little more detail The hard disk contains all of the data the computer might want to use The hard disk is the long term store inside the computer used to keep programs and data in case they are needed The memory sometimes you will hear it called RAM which stands for Random Access Memory con tains just the information the computer is using at the time For example the computer might have the details about Mrs Smith who lives in South London in its memory because it is using this data maybe Mrs Smith has just called in and her details are being displayed to the call operator In short the hard disk is the store where all data is kept When the computer wants to do something with the data it gets it from storage the hard disk and puts it into memory After it has finished it puts the amended data back onto the hard disk A3 4 Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Menus and task bars After the compu
306. lls and that they do not have other software loaded on to them Windows and views The Windows NT operating system is called Windows precisely because all information appears in a window of some sort A window is a rectangle that shows some information If you wereto click the mouse on the window with the resident s data on it this window would move to the front over the letter Likewise if you then click on the window containing the letter the letter moves to the front These windows can be made to disappear by clicking on the small cross or close box They can also be made smaller or larger by clicking on the resize box in the bottom right hand corner of the window Some windows also have menus The menus in the letter window will perform functions or jobs that are useful with a letter such as check the spelling or print the letter As mentioned earlier basic computer skills cannot be dealt with in this manual in any more detail than this brief reminder If you feel uncomfortable using Windows you might want to con sider an introductory book or course Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A3 5 Volume A Basics PNC3 Vision Schemeldent 3 Clome box Cissis tree Feed Cancel Document WordPad ee Ect View Insert Format Help Men Cris al EL Oper u Fa Save ales j 1 i Say
307. lls History field shown in figure 2 3 determines how many calls can be stored in calls history It can be set to a value between 100 000 and 500 000 Once this limit is reached a warning will be shown once a day advising a purge of calls history This warning will be shown on the archive station the station with the backup of the database This purge must be performed manually and after you have taken a backup of the database see Chapter 5 in this volume for an explanation of purging Ringing Volumes It is generally assumed that control centres should be configured so that unanswered calls gener ate ringing tones that increase in volume the longer a call remains unanswered Consequently there is a volume change after 30 seconds 60 seconds and finally after 90 seconds see figure 2 7 If a call station has Call Notification turned off then these volume levels will have no effect on the speech unit for that station as no ringing tones will be heard Control Centre Telephone This is the area code the STD code and the telephone number of the control centre In other words it is the telephone number you wish the various home communication units and scheme alarms to call by default This is important because when programming a home communication unit this number will be entered by default into the unit as the first control centre it should call Daylight Saving Times Changes in time between summer and winter in some countries such as Briti
308. location summary A9 7 creating an incident from a location summary A9 9 editing contacts from a location summary A9 9 logging level C2 3 logging on A5 1 problems logging on A5 2 R7 8 Reference 1 Index Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Management Reports D1 1 Analysis of Call Actions D4 8 Analysis of Calls by Contact Type D4 11 Analysis of Calls by Equipment D4 10 Analysis of Calls by Events D4 9 Analysis of Calls by Reason D4 7 Analysis of Call Response Times D4 5 Analysis of Contacts D5 9 Analysis of Dwellings by Characteristic D5 6 Analysis of Dwellings by Number of Residents D5 8 Analysis of Residents by Age Band D5 4 Analysis of Residents by Characteristic D5 5 Analysis of Residents by Keyword D5 1 Analysis of Schemes by Characteristic D5 7 Analysis of Stock D5 10 Batch Reports D6 1 Call Duration Analysis D3 3 call timings different reports D2 2 Database Summary D3 4 General Analysis of Calls D4 1 grouping an analysis D2 3 Line Utilization Analysis D3 1 No Contact from Dwelling D4 12 relative dates D6 2 Trend Analysis D6 5 types of report D1 5 Unused Identity Numbers D3 5 what are management reports D1 2 manual programming see home communication units programming movement detectors A2 3 network master C6 4 network server see server new features A1 4 in version 5 15 A1 5 notes A9 5 warden notes A9 7 parked call notes A10 16 No Contact from Dwellin
309. ls facility is explained in more detail in one of the chapters for experienced operators in Volume B of the user manual Create a scheme contact Once you have pressed the OK button to create ascheme you will see the scheme frontsheet see figure 6 8 Remember the scheme frontsheet shows the collection of records linked to the scheme You can create a contact for the scheme by selecting Scheme Contact and Create New from the Options menu This creates a contact not for a resident or dwelling but for the scheme as a whole The Create Contact form is exactly the same as the one dealt with earlier in the last chapter Consequently we will not deal with the de lt gt Scheme Fronteheet Agades tails of entering information into this form but we will remind ourselves of how contacts can be linkedto Has Schena paar Schenna 11 Craneal Plats Gl different bits of information or data Scheme Contact Sabot Busting A contact can be linked to a scheme to a dwell Amen ing or to a resident We could link the local GP Dr Helpful to each resident for whom she cares see fig Figure 6 8 Contacts for the scheme can be ure 6 9 Alternatively if Dr Helpful dealt with all of created directly from the Options menu Chapter 6 Schemes security diallers and related data A6 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision the residents on one dwelling or sch
310. ls from ordinary telephones will be related to records in the database Conse quently if a contact calls in from the same telephone number listed in the database for that contact PNC3 Vision will identify this and will show the contacts details Calls waiting 1 Lx FE ME Lire 3 Telephone T Fee Figure 10 28 Calls from ordinary telephones are displayed in the Calls Waiting window unless they have been related to a record i e your centre has Caller Line Identification installed A10 18 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision If your centre does ER x not have Caller Line Ho database detak awailsble Identification or thetel 145446 OPEN Telephone 1 ephone network does not transmit the number i e it is withheld and Cal Wok Cal Tons the caller is a relative or Hold __ Came f U Clear DOS i riend of aresident you on will need to search for flatts Figure 10 29 Calls from ordinary telephones can only be related to a record in the database if your control centre has Caller Line Identification installed dent in order to attach the dwelling and resi any notes regarding the call One advantage of ordinary calls coming in through Vision even when Caller Line Identification is not enabled is that they are added to the Calls History and so a record of ordina
311. lso possible to share the printer and so let others use the printer just as you might with a printer connected to the server To do this select the printer from the Printers folder and right click on its icon and select Sharing from the menu that appears Regional Settings Properties Regonas Setlinge Number Curercy Tine Date Er Locales Calendar type l Shai daii Ghot date sample el Enders MHM yery Figure 1 4 The Regional Settings control panel can alter the date time and currency formats C1 6 Chapter 1 Amending Windows NT settings Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Date time and currency formats Entering dates can often create a problem Let us imagine that you have decided to do a search and you select the window shown in figure 1 3 Vision enters a default date of Thursday 22 January 1998 However you want to search from 23 January and so you replace the 22 figure with 23 To your surprise this produces an invalid date error This is because 23 January is not a Thursday but a Friday Consequently it is recommended that you do not use dates with the names of days The format in which dates are presented is not determined by Vision but by the Windows NT operating system To change the date format which is strongly recommended use the Regional Settings control panel see figure 1 4 We rec
312. ly tracked The service provider e g the person who has just cut the resident s hair or delivered a meal has a device which they point at the resident s telephone The resi dent also has a device called a trigger The resi dent presses this trigger to confirm that he or she has received the service at the same time Figure 5 16 Piper PT is a system for both residents and service providers to communicate to the control device The home communication unit then centre that a service has been delivered as the service provider presses a button on their transmits the number from the trigger on to the control centre This is a special identification number The number that is entered into the Piper PT field is the identification number for the resi dent s trigger When Vision receives a Piper PT call it checks the number that is sent from the home communication unit against the number entered in this field If both numbers match then Vision will record the service has having been delivered If your control centre does not use Piper PT then you can ignore this field Even if your centre does use Piper PT you do not need to know any more about how this service works for the moment Characteristics optional The characteristics for a resident can be set in just the same way as characteristics were set forthe dwelling These characteristics will probably be different Whereas one of the characteristics for a building might be
313. mber up in a database to see where the call has plained in more detail peen made from formation it will be ex A3 6 Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision later This database uses the ey ID number to find the ad fit 7 Le SR dress from where the call gt ss ne He a Fas gy Ve was made as well as the f i 7 ta tag i a details of who lives there a This information is then sent back to the call opera ID Number i a dj tor s computer The call operator almost immedi ately sees the details of who lives at the address zei from where the call has u ll B I been made Even if the Addresa amp resideeris name E caller is unable to speak the PNC3 Vision er call operator will know the Figure 3 11 The Vision system knows the location the address of the address from wherethe call telephone that has called in and using this information it can show the details of the people who live at that address has been made and prob ably who has made the call The database also sends the computer the Ressdent names addresses and telephone numbers of the resident s contacts In this way if the resi FF A dent needs help the call operator knows just who to telephone Contaci Contact Contact Contact Call handling stations Figure 3 12 T
314. might not right click on an application button because this will display a different menu Once you have selected Wai redini ME Mas L ask Manager fror the menu Fh pira Viv Winde Hean that appears when you right pp y 9 Appbrskora Processes Petomance click on the task bar you will see the window displayed in i hi Fiurnng figure 4 2 The Performance An Running tab can be one clue If more EM Intetrest Exp Rurrrg Pie Lise HIKE Ke cali ci Kurs than 98 of the CPU time is Dl ber Fllen being used then there is a pos Bi Ezt tnt Notepad Funning sibility that not all is well Nev ertheless you should wait for at least 90 seconds to see whether the problem resolves itself Killing an application The application tab will list all of End Task taich To He Taak the applications that are run ning see figure 4 3 Besides Fincesss 33 CPU Usage 11 Herm Urege SHEE FETTE each one is an indication of its Figure 4 3 The Applications tab can show you whether an application is not responding R4 2 Reference 4 Troubleshooting Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision status Usually the status should be Running However if the application has a EZ status of Not Responding then you can select it and press the End Task button part Never end or kill a process You can use the Process tab within Task Man w Faika ager to see which proce
315. mmary windows You will then be presented with the choices displayed in figure 12 4 which allow you to set the date and time for the reprogramming Note that the buttons displayed in figure 12 4 will only be enabled if you have the appropriate programming privilege Chapter 12 UK Phone Day 2 A12 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A12 6 Chapter 12 UK Phone Day 2 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Volume B Advanced Documentation Version 5 40 Equipment This chapter begins with a justification for the equipment database In particular it deals with the role of the equipment database in organising a maintenance programme The process of creating records for equipment is spelt out The task of searching for equipment is then dealt with before equipment histories are explained This chapter and others within this volume of the user manual assume an understanding of PNC3 Vision If you are not familiar with PNC3 then please read Volume A of this manual before embarking upon any of the chapters within this volume Why use the equipment facility The equipment database allows you to keep track of both dispersed home communication units and scheme alarms There are strong arguments for adopting an approach involving the careful tracking of equipment 1 In the UK and some other c
316. n Equipment Seach Advanced Onions Sit Equine une Location Dar Scope Une Address l fe Ai oder Alloosied 1 gta C Uraisi OP Dig Cortect C Organisko Figure 1 9 The default setting for the Owner tab is All Only when a purge of the database is performed that removes unreferenced and deleted items will they really be removed from the database see Chapter 5 from Volume C for information on purging Consequently it is possible to perform a search that includes any items that have been marked as deleted but have not yet been removed What is scope The scope of a search refers to how wide the net is thrown when performing a search For exam ple a search that included equipment owned by anyone would be a wide search see figure 1 8 Alternatively a search can have a more narrow scope or focus such as concentrating upon only equipment owned by organisations The Owner tab The default setting in the Owner tab is All This means that you wish to find equipment regardless of whether it is allocated or not and regardless as to who owns it Alterna tively you can restrict the scope to just allocated or just unallocated equipment see figure 1 9 If you select Resident in the Owner Scope then you will be able to search by address as well as by A Equipment Seach Advanced Onions Got Eupen Cine Location rdi Scope Demi Agence m al E Agent Has s lbgaed Contant Humber F C
317. n Choose Care manager and Create New from the Options menu in the Dwelling Frontsheet To create a care manager select Care Manager and Create New from the Options menu of the Dwelling Frontsheet see figure 6 16 To do this you must have the resident selected If the dwelling is selected the Care Manager menu item will be dimmed and unavailable This is another difference between a care manager and other types of contact Contacts can be attached to schemes dwellings or individual residents However care managers can only be linked to indi vidual residents If the Care manager menu item is dimmed and unavailable then click once on the resident in the frontsheet and try again You should find the Care Manager item available once the resident has been selected Once you have selected Care manager and Create New you will see a Create Contact form which is exactly the same as the form for any other type of contact see previous chapter Creating security diallers A security dialler is a device that can call the control centre if a burglar is detected or some other type of alarm is set off such as asmoke alarm So far we have created dwellings and schemes as locations A security dialler is the third type of location Choose Security from the Data menu and then press the Create button To create a security dialler choose Security from the Data menu and click on the Create button see figure 6 17 This will produce the form you can see in fi
318. n such as which patients have certain medical conditions such as angina is difficult to find A4 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Control centre data l x a eo f Frs im i Ta You may recall from the a J u earlier chapters that resi Frs eye A F Scheme ff rj ut dents with a special tel Controller mm 53 ephone or home commu nication unit can press an alarm button on the unit The telephone will then call the control centre and identify itself to the control centre More specifically the home communication unit tells the control cen Dew ling amp reciia t rind Cradle ehe chtis Figure 4 2 Telephone and alarm units send a unique identification number unique identification down the telephone line to the Vision control centre Vision can then use this number such as 54 or unique number to find the location the address from where the call was 475 927 The Vision con made tre its number This is a trol centre then looks in its database to find this number The database has a list of numbers and the details of where the telephone is located and which person or resident lives at that flat or house If this data was on paper it would take too long for the call operator to find the identification number and this is why all of the information is kept on a computer The information about a telephone includes
319. n such as the dwelling and scheme frontsheets these windows can be resized It is also possible to change the width of the columns by dragging on the boundaries see figure 9 17 However one of the most useful and powerful features that lists allow is global editing Global editing Individual records can be edited by selecting them in the dwelling or scheme frontsheet and choosing Amend from the Options menu There are situations however when you need to change the details for many records An example might best illustrate the idea Imagine that your control centre deals with two housing agencies Cromwell Housing and Cavalier Housing The Cavalier Housing association decides to sell all of its houses in the town of Cromwell to the Cromwell Housing Association This means that the records for all seventy six Chapter 9 Viewing and editing data A9 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision houses have to be changed to show ET the new owner as Cromwell Housing PE sales Scheme ld Lini id lamig Address Theile 4 Halte 22 Woodhead Road n Mis Smh Wie Collage Long Without using global edit this would FEF be a long and boring task you would ks us have to open and change the owner characteristic for every record The process of changing all dwell Figure 9 18 Lists as well as the columns within them can be ings belonging to Cavalier Hous
320. n Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Configuring Invoice Manager Most configuration is explained in Help Chapter 4 of V ol System ume C of this Erini Laprad manual However Labels the configuration Shit Patterns for Invoice Manager Liste Patterns consists of more Karrdi Euren b ntti than und ale Cberscheision Ta Eh contents of lists Si EPEE RE and some aspects mo of configuration Cal Ardinna may need to be al Call Pipita tered by operators Ugenisstion Tynes Agencies with additional ON Figure 6 1 Agencies are the organizations that are responsible for dwellings and training ratherthan will receive and pay invoices just by a contr ol centre manager or administrator Consequently the configuration ise xplained her e Why Agencies An invoice could be sent to ever y ppm house and flat However some houses and flats Agency are owned by or ganisations such as Cr omwell Agency Fet Ho Trust The or ganisation might pr eferto havethe Agoounl Ho Aka invoices sent to its head office rather than to each FF eme lrross bey Cvelirig of the houses or flats it owns By declaring an PR Pray SRE organisation to be an agency you allow just this Lionel Poul all invoices for Cr omwell Trust houses will be sent Peara iig directly to Cr omwell Trust headquarters Agencies Paddock Crores Consselsh
321. n be used to hold either a whole scheme or just one call from a scheme The Full Duplex Half Duplex button allows you to switch between these two modes However this option is only residents on the scheme available for calls from Lifeline 4000 and Communicall Vision who have raised alarms even if there are several Schemes and holding calls If the call is from a scheme controller then it is possible to hold the call from the resident to whom you are speaking Alternatively you can hold the whole scheme i e all calls from the scheme Selecting Hold from the Calls on Scheme window see figure 10 14 will hold the particular call you are dealing with it will not hold the whole scheme The Calls in Progress window however can hold either the call from the resident or the whole scheme call i e all calls from the scheme and the call from the scheme controller itself see figure 10 17 If the scheme is selected in the Calls in Progress window then the whole scheme will be held If the speech unit that is currently open or active is selected then just that speech unit will be held not the whole scheme call The Calls in Progress Calls on Scheme and the Calls Waiting windows can be selected using the View menu at the top of the screen Problems with privacy and schemes Speech units connected to scheme controllers such as Haven and Communicall can be contacted by the warden from the scheme controller However this allows wardens s
322. n can spend itstime database changes do not always get made to every copy and handling the call and does not haveto stakes can occur devote its processor to a lot of work finding information from the database The call handling stations commu nicate with the server over another Database Figure 3 15 Vision uses a special computer called a server This may recall from just a little earlier that computer holds the database and passes information to each the Line Interface Modules the LIMs of the operators computers as it is needed communicate the telephone informa type of network called Ethernet You tion to the call handling stations using Phone lines a network called LIM Net Two networks are used rather than one because this makes Vision faster and more reliable If just one network were used then all of the data trying to move about over the network would slow all of the com puters down as they waited for the in formation they required You do not Figure 3 16 LIMNet is used for dealing with the call informa tion Ethernet connects the operators stations to the server and database Two networks are used because this has been found to be more reliable as well as faster need to remember this All you need to be aware of is that two networks are used mainly to make sure PNC3 Vision runs as quickly as possible A3 8 Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40
323. n creating a call you can select an organization and then select a service provider or you can enter the service provider s Personal Identification Number PIN Chapter 4 Service Calls B4 5 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision B4 6 Chapter 4 Service Calls Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Incident Manager This chapter introduces Incident Manager and explains how it can be used to track one off inci dents from damage and repairs to property through to injuries to residents The process of creat ing and updating the incident record is explained before finding an incident to allow for further updating is dealt with The use of an advanced search by managers and administrators to find incidents that have not yet been completed is then explained What is an incident and why incident manager Residents receive regular services such as meals on wheels and these can be tracked but what about one off incidents such as a damaged roof or a smashed window Incident Manager allows you to track these one off incidents to ensure that they are not forgotten or left half completed Incident Manager allows you to enter an incident attachit to a dwelling or other location and then enter the actions that need to be taken from asking for a quote for the work through to checking the completed w
324. n of how shift patterns and periods can be used to set rotas for individuals over a series of weeks or even months Understanding Rotas A rota is like a diary but for a range of people instead of just one It both keeps a record of who was on duty who is on duty and who will be on duty in the future It can be useful for both planning and keeping a record It can be useful for keeping track of the availability of control centre operators as well as the availability of others such as service providers Viewing rotas nen rota select Person Configure Hein nel Rota from the Scheme Data menu and the ne ice window displayed in Pe figure 2 1 will ap gsrisstion Cogkact pear Next you need Dpettatoe to open the rota you wish to view This is En because you can D i have more than rota maybe one for Wie Partia Avadable aveiotie your control centre Figure 2 1 You can open Rotas using the Data menu operators and other rotas for service providers In fact you will have separate rotas for each organisation You do not need to create these rotas or even the operators and service providers within them Vision does this for you Figure 2 2 shows a rota for control centre operators The name for each operator is displayed against a colour coded list of availability The colours are the same as those used for traffic lights B2 1 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstal
325. n you will be presented with a dwelling frontsheet see figure 6 15 Chapter 6 Schemes security diallers and related data A6 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Scheme 1 Scheme 2 mM E u a ae E E a m n Fi 3 4 Dwelling Frormsheet E u m 5 Agadir nie m iS Es a j Erd Oiweling Scheme dwelling Chante Rise Mon schemec chevciling Figure 6 14 Some scheme dwellings share the same address as the Figure 6 15 resident for a dwelling can be building where the scheme controller is located This is where Import created using the Options menu in the Dwelling Address from the Options menu in the Create Dwelling form can be Frontsheet so useful Create scheme residents Choose Create Resident from the Options menu in the Dwelling Frontsheet Once a scheme dwelling has been created you will see the Dwelling Frontsheet see figure 6 15 You can create a resident for the dwelling simply by choosing Create Resident from the Options menu The details you can now enter are exactly the same as those for a resident in a dispersed dwelling dealt with in the last chapter Once you have entered the details of the resident you will again see the Dwelling Frontsheet Create a care manager In the last chapter the task of creating contacts for residents and dwellings was dealt with Now we will consider how a special type of contact called a
326. nclude DelsioiCals 7 Ircid Marualy Cosated Calls Cese Fra Ce Figure 4 3 The Service tab allows you to search for calls according to the duration of the service as well as calls manually created by a particular operator l Seevice Hietorf advanced there are often calls that have been marked as Figure 4 4 You can use the Resident tab in the deleted waiting to be deleted next time a purge is performed Ticking the box shown in figure 4 3 will include these calls in the search Resident tab You can also find service calls according to the resident who received the serv ice For example if Mrs Smith complains that she has only received her Meals on Wheels every other day instead of every day then you can perform a search using this tab to find all of the service calls related to Mrs Smith living at The Willow in the town of Cromwell see figure 4 4 Organisation Provider tab You can find calls according to the organisation that provided the service As you can see from figure 4 5 you can search for all service calls from service providers attached to particular types of organisation i e such as Local Authority NHS Trust Private Company or for calls associated with a named organisation such as Cromwell Trust You can also search according to the service provider who in stigated the service call You can search by name or according to a PIN a Personal Identification Number ad
327. nd sometimes less reliable non Tunstall equipment is being used Phone Day 2 During the year 2000 year many telephone numbers in the UK will stop working with only the new codes being operational Version 5 3 of PNC3 Vision includes software that will make virtually all of the changes for you sav ing many months of work for control centre staff e Hands free speech PNC3 Vision version 5 3 can accept hands free calls from Communicall Vision allowing operators using headsets to have normal conversa tions with residents conversations that do not require the use of the Talk but ton Al4 Chapter 1 Introduction amp Overview Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision e Resident records Version 5 3 of PNC3 Vision includes a new Giro field has been added to resident records to allow pension information to be entered Probably more significantly a new date field has been added as a prompt for operators This field records the date of death for any residents who have unfortunately passed away thus alerting operators to the need for extra thoughtfulness and sensitivity should relatives call Event Viewer The software that displays the events logged by PNC3 Vision has been revamped for version 5 3 onwards to provide more flexible filtering facili ties Using PNC3 from a remote station If your control centre is connected to a wide area network WAN then you can
328. ndard see figure 3 4 and the Authority field should be set to lt None gt The Privileges tab should be selected towards the top of the window see figure 3 5 and the Privilege Group should be set to NT Administrator This will automatically select a set of privileges You cannot change the privileges for a user who is set to become an NT Administrator see figure 3 5 When you have created an operator you will be shown the window displayed in figure 3 6 To create a post office entry see Chapter 1 from this volume of the user manual To set a default printer and a default screen saver you will need to log off as an administrator and log back on as Chapter 3 Creating and configuring operators C3 3 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Glande d Cp aka par u Frrrleges Data Pique Schemes Cf ff Are Dwellings ar I E E Dosis Contacts FA l E Secunty Dialer x zu Opiini Cala E qapinin Global Perki EEx aes Ea Dua Logan Select Call F Dia Out Figure 3 5 If NT Administrator is selected from the Privilege Group then the Privileges become fixed for that operator they cannot be altered the new user you have just created You can then follow the instructions provided in Chapter 1 of this volume to create a default printer and a screen saver It is essential that you set the screen
329. ne 4000 will raise an alarm call However Lifeline 4000 will only monitor activity between 7am and 10pm As a consequence Lifeline 4000 will not raise an alarm after 10am once the resident has retired to bed even though the inactivity exceeds 1 hour The advantage of using both the stopwatch and clock methods together is that when a resi dent is inactive and needs assistance this can be detected more quickly The disadvantage is that the resident will need to remember to set Lifeline 4000 to Away even if they are going to the shops for just an hour or so as Lifeline 4000 will more readily raise an inactivity alarm as it is waiting a shorter period of time before calling for help A11 26 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Dome Epari Equpee b Aloft Bar feine Als Tropen Hippa Lica Paz zer plere imi ned ir fence Far Cal Input Sach Manual Eris Speech Tega ick Pis Erap i thet fice etd F 7 F Toes Mr Te I Files M Pas Spip en Bar et penis je ot Figure 11 38 If the local exchange can handle tone dialing then you will find this is a faster method Dial Method Old telephones used slow pulse dialling Modern telephones and telephone exchanges use tone dialling which is faster Tunstall home communication units can use both to ensure that they will still work with
330. ne hundred and ninety nine billion Although the range of numbers is vast some control centres have a policy regarding which identification numbers are used Maybe your centre allocates a number depend ing upon the area in which the dwelling is situated Maybe your control centre uses the very next free identification number Whatever the policy might be you need to find out before you begin to create dwellings Fields The space where you enter the number is called a field see figure 5 6 Some fields are used for numbers and others for text characters such as a street name Whenever you see or hear the word field all you need to remember is that it is another word for space or slot It is a space or slot where information such as a name street name or telephone number is entered A faster way of creating a dwelling Once you become more familiar with Vision you may appreciate faster ways of creating dwellings Above it was suggested that you should press the Create button see figure 5 5 and then select the Dispersed radio button shown in figure 5 6 and enter the Unit Ident the unit identification number However it is also possible to delete the percentage sign in the Scheme Ident field and enter the Unit identification number for the new dwelling in the Unit Ident field shown in figure 5 5 and then press the Create button This approach simply removes the step of clicking on the Dispersed radio button shown in
331. ne off calls such as those made by service providers when dealing with incidents are normal calls Unlike service calls they are not handling in the background by Vision but have to be taken and dealt with by an operator ai Croate Incident Mm E3 Incident Actors Incident Number Dealing Location al Edt Incident m bese Incidert Acker Digalocate Resident ns Incident Type f Sf een mss Incident Date Arion Date Elus Cal Service Provider 27 Jamaat 1998 10 58 11 Pending Figure 5 3 The list of actions is where you keep a Figure 5 2 The first step is to allocate the incident to a detailed track of progress location B5 2 Chapter 5 Incident Manager Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Finding incidents Once you have entered eye Ame an incident you will need nu ne A Ag Ca Sanane Pio Azian 3 to find it some time later ltd ate Saut Pend Actor F to update the informa Dee 77 Jarusy 1535 105315 an tion For example you 5m1 Ende Peisornel ota may have called the x plumber Mr Handy m Plunger who will visit Deatocate tomorrow This is the sort of information that needs to be recorded If Figure 5 4 Editing an action allows you to change its status allocate it to a service provider and even check the service provider s rota to check availability Mrs Smi
332. ned The important thing to remember is that when beginning a search for you Vision looks at all of the tabs pages of the Advanced Find window and uses everything you have entered on every page Finding a security dialler It is possible to find a security dialler by selecting Security from the Data menu see figure 8 9 You should recall that security diallers dial a control centre when a burglar alarm is set off It is possible to find security diallers using identification numbers or even a range of numbers The advanced find window for security diallers allows security diallers to be found using part of their address their telenhane numbers ma N OA model type and their au Scene thority Characteristics Ever can also be used for 1 searches It is also possi ble to find security dial lers according to their types of location such as schemes and dwellings Ure ld E contacts as with other Pag nel Lm Can Figure 8 9 Security diallers can be found using their identification numbers or other features if an advanced search is required Chapter 8 Finding dwellings residents and contacts Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A8 5 Volume A Basics PNC3 Vision Find Security Miale Location pis Sot Laka Cod aci 4 Change Curent Choice Figure 8 10 Security diallers can be found by entering their mo
333. nelnnm Fonte Scham Thusdeu Janus IE 1997 6 Removes all cal beet eniser opsuig bebe Wedesdsp Janus 0 1957 Removes all serene hic aniis ocounng b Tustin Febian 0 1958 15 Remawas alerts ccitineg before tre aston No page daiat Remover al incidents ocounng before the pue Mo page dates Berne al equionent evans and location no page cao x u T Hers dures Gaud belore the purge iMocsge dates Reeves al stored muis of nanag rec Chet applicables Fisvehata all cr e d s rd iat chi Purge How Ext Figure 5 10 The invoices that are about to be removed can be printed prior to removal C5 8 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 5 Backing up the database Volume C Managers and Administrators PNC3 Vision server to tape perform the purge and then backup from the server to the archive station This is because a large purge creates a large database log file and another backup will reduce the size of the log to its default size Printer Setup The printer set up button is only available when the Invoice History option is selected This fulfills a legal requirement that invoices that are about to be removed from a database can be printed and stored in paper form Standby Server The Standby Server function was added with version 5 15 of PNC3 Vision This allows an addi tional server to be added to Vision for use in the unusual event of a problem developing with t
334. nes how long the Lifeline 4000 waits before making an alarm call after receiving a trigger For an Integral button alarm you might want a pre alarm delay of 10 seconds or more This is because many residents accidentally press the alarm button while cleaning their telephone and need time to cancel the alarm A smoke trigger however would not normally have any delay given the need to summon assistance quickly External output Different trigger types can have different effects on the external output see figure 11 34 The default setting is for a trigger to have no effect However a trigger can always switch the external output on Alternatively it can always switch it off Finally it can toggle the output What this means is that if the output is presently switched on it will turn it off If the output is off it will switch it on The external output can also be made to switch on and off i e to flash This can be useful if you need to flash a light or make a bell sound intermittently If the figures in the On for and Off for fields are zero see figure 11 33 then there will be no switching If the external output is switched on then it will remain on However the time switched on and off can be altered on 100ms intervals The maximum time is 900ms 0 9 of a second Only one at once What might you do if you wanted to set the pre alarm delay for the integral button to 15 seconds and you wanted to make a smoke trigger use alarm sequence
335. ng for Inactivity Time is 30 minutes while the maximum setting is 50 hours The clock method Lifeline 4000 can be programmed with an Inactivity Start Time and an Inactivity Stop Time If we imagine that these are set to 9am and 4pm respectively then Lifeline 4000 will expect to detect movement at least once between these two times In other words when the clock reaches the 4pm the Inactivity Stop Time Lifeline 4000 asks itself Has there been any activity since 9am the Inactivity Start Time If there has been no activity then Lifeline 4000 will raise an alarm Using the stopwatch and clock methods together Let us imagine that there is a resident who is at risk from a medical condition but who insists upon living alone If you use the stopwatch method you may have to wait 12 or 14 hours before you find out that this person has collapsed and needs help If you use the clock method you might also have to wait a long time The answer is to use both methods The clock times the Inactivity Start Time and the Inactivity Stop Time should be set for the times when the resident gets up and when the resident goes to bed Let us imagine that the resident normally gets up at 7am and goes to bed at 10pm The Inactivity Time for the stop watch then needs to be set to a reasonable movement time such as 1 hour Lifeline 4000 will then expect some movement at least every hour If the stopwatch exceeds the Inactivity Time in this case 1 hour then Lifeli
336. ng on the plus sign The Call Code Text for the highest priority call such as Fire Alarm is displayed beside the scheme call dent and then clear the call By contrast when a scheme controller calls you select the call the call from a resident There may be several calls to choose from a bit like FRET x choosing a television channel us ing a remote control Just like Ts Ims Um plan D aime most televisions it is only possi ble to watch one channel at once Within Vision it is only possible Schere Speech Lind to open a channel to one resident war LE tin at once Resdent Call Tome When a call arrives from a Cas Fieskleni Cancel scheme controller such as a Com Figure 10 14 After each call is cleared you will be presented with municall or Haven the call is this window which allows you to select another call from the same shown in the Calls Waiting window scheme as a speech unit icon see figure Scheme 511 Aessdente 2 10 13 Sometimes scheme con trollers will ring in with callsfrom sias Tre Type Uni els more than one resident For ex Vds Euin ere 10 Ji Ps I r gi Butir ample if there was a disturbance outside a block of sheltered flats then several residents might all 2 sta one are Secs Clear phena a Ser Aeran i call at once ET The Call Code Text such as In Figure 10 15 The Calls on Scheme window allows you to select a res
337. ng pattern for a service provider is set from seven days in length not five days the organization frontsheet Chapter 3 Organisations B3 5 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A working pattern length includes rest days skin Patbein Star 5 To take another example if a service pro rang Pater Stat E9 pay 19 vider works 12 hour shifts and to compen sate has five days on and then five days off 779 Pien et then the working pattern length is ten days Co Complex working patterns Figure 3 10 The working pattern length is the total number of days both working and resting before the What if a service provider works 5 days on pattern of work repeats itself and then three days off and then four days on and five days off The answer is to take a longer working pattern length In this case the working pattern length would be 17 days 5 3 4 5 A working pattern length can have more than one set of days on and more than one set of days off Days on and shifts Once the working pattern length Working Pattern toc Ha Pile Ea and the start date for the pat tern have been set the Working Dews Wicking Pattern window will show num bered days with all of them OFF waking marked as days off see figure OFF E Din C Cap On d OFF 3 11 You can select one day or i Shit Fate a range of days and then select
338. ngs residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Schemes security diallers and related data This chapter explains how a scheme can be created together with its associated dwellings resi dents and contacts The difference between contacts for schemes dwellings and residents is explained Many sheltered housing schemes covered by scheme alarms have wardens This chapter explains how Vision can be used to keep track of when wardens are on and off site It also explains how wardens can make background calls calls that do not need call operators to deal with them Following this a special type of contact called a care manager is explained Finally the process of creating security diallers is introduced Creating a scheme A scheme also called a grouped alarm is used for residents who live in groups often with a warden As you may recall from the previous chapter Residents Spssch Lila 17777 these residents have speech see sde units that connect to a scheme controller see fig ure 6 1 If they press their i i 7 tr alarm button a message is Ts i LUS first sent to the warden If Banane Ei en the warden is not available 3 a the scheme controller then calls the control centre Fi While dispersed units also called home communication units directly contact the control centre when an alarm is raised the speech un
339. nication unit has not called as it should then there is a possibility that the unit is defective Vision will produce a call to alert an operator You can see from figure 10 30 that these calls are shown in the Calls Waiting window with a small clock icon When the call is selected the dwelling and residents are displayed in a Location Summary ena bling the call operator to call the dwelling to check that the home communication unit still works Often the call operator will ask the resident to raise an alarm using the integral button to check the unit Overdue service calls If a service call is not made then Vision will assume that the resident has not received the service they should have received An internal overdue service call will be made see figure 10 30 When the call operator selects this call they will be shown details of the resident and dwelling in a Location Summary window From here they can call the resident to check whether the service has been delivered Calle waiting 1 E m 1 0a Unknown Egapaneni IEI Overdas Periode Call Figure 10 30 Internal overdue periodic and service calls are displayed using a clock icon and a spanner icon respectively with the small red dot in each indicating that it is overdue A10 20 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Caller Line Identification Caller Line Identification is a
340. nnnes C4 4 Authorities sssssnsssssnnnnnanneemnnaneneennnneneennnnneeennnnnnneennnnneennnennenaneneeenaneneennaneneennnnnnens C4 6 Contact TYPe S PPRPPPEPPPFEFFFFEEFFFEEUFFEEUFFEEUFEREEFFREURFEEEFFREEFFEEERFREURFREURFREUFEREUREREEREEEEREREUREEEERFREUFFEEREEERERRERERRE C4 7 Configuring Equipment nssssnssmnnnenanneenennnnneennnnneeennnenennneneennneneennneneeenaeneennnnnns C4 8 Configuring Organisations 00 ete lle inne C4 9 Configuring Incidents ss nsssssssssnmannnnneenanneenennnnneeseeneennnnneeenneneennneeeennneeeennns C4 10 Configuring Invoice Manager snemnanneennnnnennnnnnneeennnnennnneneennneneennneneennnne C4 10 5 Backing up the database How to destroy the database cine C5 1 Strategies for avoiding disaster unnnssensssennnsnennnnnennnnnnnnnnnnnnnnnn nennen nnannnnnnnn nennen C5 2 Vision and Backups a ea aaar raaa arra aa aa aa aa a a e aA aa Aaaa a r a aana aa ATAT aAa NEA NEARNE aE an C5 2 ROUCINGS EE Er SE A RSA ESS an Eee Ml alr en de ce na anata C5 3 Automating backups and other tasks ns eee C5 4 TIMES Etienne ind va vi yah bed ae ta ee meme at bh oes D NU A A MN ARR ARR A at died N S SE ne dE C5 5 Purging the database unsuusennnannnunnnnnnnnnnnnnnunnnnnnnunnnnnnnnnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnn C5 6 Standby Server nnnsssssnssssnrreennnnenmennnneneenannneennnnennennnneennneneennnneneenaneneennaneneenneeeeennnnnnnes C5 9 Documentation Version 5 40 6 System Status and Eve
341. nnnnnnnnnnannnnnnnnnnnnnnn A2 6 But Vision does so many different things 2 4s44sssennnnennnnennnnennnnennnnnnnnnnnnnnnnnnnnnnenn A2 6 Remember to use the manual n2sssensrennnnennnnnennnnnnnennnnnnnnnnnnen nenn nnnnnnnnnnennnnnen nenn A2 6 3 Computers and the PNC3 Vision Control Centre How do computers Work uzuussnnannnnunnnnnnunnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnannnnnnnnnn A3 1 LEAR KN HE EEE AU M EEEE EE SRE nc Wausau a vty A3 1 SOPLWANC ns EEE rs ct TEL dre PE A aa na E ET EEE U uen A3 2 Operating SVStemMs NE 22220 uen ea a RE ES Te ee ad ered A3 3 Windows N Tareas aranana ra tenace dan ces Date tenta eaaa DO races D nc Gens sens uso seu Aaaa nds a A3 3 The move to Windows NT suisses A3 4 HOW Wind OWS NT WOLKS 5 ne nat te Mere tleln ele terra A3 4 Menus and task bars u an entree an Rn en Te ee A3 5 WindOwSsrand ViCWSe zie ee nenne e teen ns nee A3 5 How the PNC3 Vision system works ns nssrssnananemnnannnmnnnnenennnneennnnenmaneneennaneneennnnnns A3 6 Call Kandling StatiQns 2er ae en ns bean lb sei A3 7 The server a special computer ss A3 7 Data Statio HSin ee nahen DR ne pe ea A3 9 OTREFCOMPONENTS LEA A ERRFRINERPREHISSFREBEREHEERETERERTRFRFERERFLEURERFERFSHRRERTERREEFEREHFEENTFEFEFEREAERR A3 9 SO CUTTY A E E E E E E TTE A3 10 The AW EEE nn ee A3 10 Preventing na thorized USE ise teow een a treten nd Mae se fe A3 10 ARTE ER US Ng A3 11 Documentation Version 5
342. nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nenn A10 10 Requeuing a Call eet aliens A10 12 Referring a call zunsauununnnnnnnnnnnnnnnnnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnn nn A10 12 Parking a Call tte lle A10 14 Creating a Parked Callison San ee a Hehe int line fs A10 14 Creating reminders ns en in nr dete rove ne tee cee A10 15 Help arrived 2 ee rene nana teen tet SU n en o nee en ten A10 16 Dealing with Parked Calls Alerts A10 17 Inactivity 0 ll lll nnn nnn nnn A10 18 Ordinary Calls nn nnnsssnnssssssnasssrssnannnennnaneneennnneneenneneennneneennnnenennnneneeenaneneennaneneennseneennns A10 18 Background Calls araara a aaar aaraa aaa raaa aaa a aaa aa aa aa aaa a aaa a aa A aara AAAA eaa A AAE OALA Aaaa aaia A10 19 Internal calls uuusua22u000nn0nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnannnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnn A10 20 Caller Line Identification uasuur0nn00nnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnenn A10 21 Checking connections nn near ee ne urn A10 22 11 Call histories dialling out and programming A11 1 Call histories ss ssnssssssssnaneneennnnnneennnneneennnneennaneneennnneneennnnnneenenneneennneneenneneennnneneennnne A11 1 Using the advanced Calls History search A11 2 Creating calls MiStO ries ne ie ne nat an A Na re rad A11 4 D
343. nnnnnnnnunnannnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn A8 10 Printing labels uusuuununnonnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnnnnnnnnnnnnn A8 11 Searching and forgetting msssssssssssnmnnnnnnnneneennnneneennenneeenneneennneneenneeennnnnes A8 12 9 Viewing and editing data A summary of the different types of data vieW uunsannnnannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnn A9 1 Records and Tormsrste een nis een ane MOQUE a DURAND RE tease A9 1 Erontsheets and links i2 2 cccicdcedecszacteatevecadhien mdr Besen ad aa ne ee ende A9 1 The locatio SUMMAF Vs ssssescs seins ssh teen rent e TEA EEEE TE NVE Ta ceeds uecebtedccedand dd A9 2 Forms for searching nn ee ne ee tienne tent ee nee A9 3 LISES ea ee ren N ee Done Bene E DA re A9 3 SUMMER end a ee a E EEE EE athe NO den Rae ee A9 4 Other uses for frontsheets ss nssssssnasssnnnnneenannnennnnneneennnneeeenneneennneneennnneenanennnes A9 4 Deleting dataset anna a REN OB ied A9 5 Co CS eee Eee eee eee tree treet rere ee eeeer err eet rere eer re cere err errr ert eerr eer rer nn en eet eee terre teeter cere ee reer eetr eet A9 5 Warden notes eee dads EE M ram ern dida NP ART dan ee a ant A9 7 Location SUMMAFY isiin araea saa aaae aeaaaee aada aa aaa aaaea aa aaa aeaaaee aaaea LaNa A9 7 The residents window une ren an oe A9 8 The dwelling Windows nn ERS OR E ANR rates dard a pieds A9 9 The Contacts
344. nother point you should remember with respect to location codes is that they are in addition to the call code In other words the home communication unit sends a code 0 to 9 and A to F to indicate which sort of call it is and the location code in an extra bit of information TT Codes The TT codes allow you to E Sytem Configuration specify the default text that is shown every time TT Scheme Emil Security Codes TT Code ESCodes BSProties Basc UMVerions 9 TTS2 Locations a particular type of call is made In other words you Aude Inpa can associate some text J ni tm 2 Harual Tegoe such as Integral Button 1 3 Fre Alam Smoke Cietector with a particular num a z Hans Fahre bered code a unit trans 5 Marsa Tige Bah Low mits 6 4 Airds Inpa Setting priorities for 3 in each call code You can also nn 3 z lrini Alera adjust the priority associ ated with different types of call by using the Edit and Add buttons see fig ure 2 11 This is impor Cad Figure 2 11 The TT Codes Tab allows you to specify both the text associated with a call code and its priority Chapter 2 Amending Vision s configuration Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd C2 9 Volume C Managers and Administrators PNC3 Vision tant because higher priority calls will usually be answered by call operators before lower priori
345. nstall Group Ltd PNC3 Vision Dealing with Parked Calls Alerts When a Parked Call eee Alert is displayed see Sri J D Sroore figure 10 26 you have red J a number of options Fierce From List You can remove the EMME alert by selecting Re ShemDelss r Did Dut move From List from Add ieten Grece foi po mihe Dk Cancel ar eoadcast in all user the Options menu Al Reheth Pala ternatively you can re Close move both the alert and the parked call it Sron Add Holet Dia ual Show Data Chee self by using Delete Figure 10 26 The Parked Calls Alert window is a reminder displayed either to Selected from the Op just the operator who created the parked call in the upper pane or all opera tions menu If you wish tors who are logged on in the lower pane you can tell the Parked Calls window to remind you again some time later by selecting Snooze see figure 10 26 Another alternative is that you can simply close the window This will leave the call in the Calls Parked list but the reminder will not be repeated unless of course you have set the reminder to repeat at regular intervals when you set up the schedule If you decide to call the resident contact service provider etc you might first wish to view their details Selecting Show Details from the Options menu or pressing the Show Details button will display these details in a standard Location Summary window Doub
346. nt stops working This includes all computers The answer is to use an uninterruptible power supply This is a power supply with batteries that will keep the computers working even if the electricity supply is not as reliable as it should be The Tunstall power supply will keep a control centre working for a minimum of eight hours following a total mains failure As each call comes in a log is kept This lists the date and time of the call who answered it and the identification number of the telephone that called This information is stored on one of the com puters a special computer called a server However it is also possible to have a log printer This printer will print the log information as each and every call is received Buzzers and lights What happens if a call comes in but no one is near a call handling station Usually this just does not happen However the need to visit the toilet and other everyday occurrences means that this is apossibility For this reason it is also possible to connect various lights and buzzers to the Vision system These will sound or flash when a call comes in These can be placed in canteens toilets rest rooms or anywhere else where they might be of help Chapter 3 Computers and the PNC3 Vision Control Centre A3 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Footswitches When a call comes in the call operator can speak to M the r
347. nts What does the System Status window do nn ssnsssrssnannnemaneneennannneesenenenanneennneennnns C6 1 CON OUR E DE D PERLE STLTLETTULDTTT sdesuaukclcveduiusctaveccudeecsusavsurccaveceldeadsssdivadsecdeucders C6 2 The indicators ns nsssnrsrennerenennenennenenneneenenennenennnennenennenennnnennenenneneneneeneenenenneneenenenenennenns C6 2 Call Handling Stations lene C6 4 LIMS eee a E EAEE EA E e EE AA EEE E E EE E E EEA C6 5 Other indicators ns nssssssnssssnnmnnemmenannnenennneneennnnneeenneneeenneneenneneneenaneneennaneneenaneeeennnnnee C6 6 Station Details waco Sencha nr RN ee every a etant te C6 7 LIM Det lls ee a ee antenne n UN dure anus cause rond sc dou e soute cute C6 8 Events JPPPPPEPEFPEFPEFPEPFEPFEUFFEFRFFEEFREFRUFEUFEUEEUREEREEREEEUERUERUEEUREEEREEEUERUERUEREREREEEREERUEEUFEUEREREEREEREUERUFEREEEERERRRRR C6 10 Finding and displaying events nennen es en Beben ha C6 10 Documentation Version 5 40 Volume R Reference 1 Menu Reference Using the Menu Reference vr e nes ale ann tent etes at 1 Re initialise Station ran brin re nan gare seh une Re tnt peek tn oA Dee 1 FOG OFT sr Re a EAN Mey canes cers RE RS ER EIERN he N RERREEN 2 2 Function Keys Fastkey Function Key SUMMAT Y aeni rene metre takai ait ghia alana yavtive 1 Fastkey Function Key Details sise 1 3 Frequently asked questions Call hand ling ss nsssssssnsssesnnnneneennnneneennnnneeenaneneennnneeeennnneennnennenneneeeennneneeenneneennnnenennns 1 Why
348. nu In the case of dialling a normal telephone number see figure 11 10 all you have to so is enter the telephone number and press the dial button However such calls can only be made from a handset or headset This is because the call will allow full duplex communication speech in both directions at once and the speech unit with each call station is designed exclusively for half duplex communication see Chapter 10 of this volume for a description of half duplex communication If a call station is set to use its speech unit rather than a handset then dialling out to a telephone using the Dial out Telephone window see figure 11 10 will automatically switch the station to using a handset or headset Dialling dispersed units Dispersed units and scheme or grouped alarms can be called in much the same way see figure 11 11 However it is also possible to enter the scheme or unit identifi cation number and Vision will automatically find their telephone numbers from the database see figure 11 11 Calls to a dispersed unit can be either full duplex or half duplex If the call station is set to use the handset or headset then the call will be full duplex If the call station is set to use the speech unit then the call will be in half duplex you will have to use the Talk button on the speech unit to speak to the resident A11 6 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998
349. nu fr om the Histories submenu Y ou will be pr esented with the sear ch window displayed infigur e 6 14 You can sear ch for invoices using the account number the date of issue the invoice number and the Authority You can also sear ch using the Status field B6 6 Chapter 6 Invoice Manager Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Invesce Histoay Search Options Sort By gene F Al C Schesress C Deia xc C Soop C Fraca Flepnesentaine CN Figure 6 15 You can also search for invoices by location Pending issued and spoiled invoices a Dale irekta Fan Stan Winden Be F2 pire A P ending invoice is one that has not been is BIN perc Starting Daske erences Fian Aor 06 Junes 1930 Fermeri deleted chent and dere aci HoT lo icca Ha JHO Late rance Mo lor accnt Ne AN sued You can find pending invoices and alter them Issued invoices cannot be edited This is 2033 pre Adding ama bor Scheme 101 ras N ddrg Bere io Scheune 101 mat to ensurethat the invoice r ecord within PNC3 TEH pri Adding eme ba Diepaired Ut 3560006 in P 2 Linie races Ao 3 bor Accord Ha CHODI Vision does not become differ ent to the paper Creating iremos No Shor Accoun Mo CHUIG z 1237 pre Upisi bern and sites notes based invoicer ecord If you have made a mistak e ET pre Dis Invoice Fun Complete with an invoice you cannot simply amend it once l E Figure
350. o go through every record and laboriously change using a flat database that works like a card index each and every one A4 2 Chapter 4 How is data organised within Vision Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision If Julie Smith is a contact for twenty resi Fesidonts Contacts dents then she will have to be entered as a contact in each and every one of the twenty Ms E Smith s records This means that Julie s name ad Mr A Robertson Ms Julie Smith dress and telephone number is stored twenty times in the database In other words a lot of space on the computer s hard disk is wasted keeping the same information again Figure 4 4 Unlike some control centres Vision uses a modern relational database where information is stored What happens when Julie Smith moves in tables with links between each table house or changes her telephone number J ust like a card index every record in the database that has Julie as a contact will need to be changed and again Julie Smith might be a contact for twenty residents in which case her new address and telephone number will have to be entered twenty times This makes changes time consuming to undertake It also means that the operator entering the same address and telephone number 20 times will probably make a mistake on one of the records In other words these old fashioned flat databases can induce errors The dat
351. o the dwelling rather than to the resident The contacts window The contacts window lists contacts by type name notes telephone numbers and address It is possible to telephone a contact by either double clicking on a number or by choosing Phone 1 or Phone 2 from the Options menu see figure 9 14 once a contact has been selected It is also possible to attach notes to contacts by choosing Notes from the Options menu or by double clicking in the notes column by a contact The contacts window displays the contacts for the residents the dwelling and the scheme Sometimes however you will need to know which contacts are linked to which residents When you select a resident from the residents window the contacts attached to that resident will be shown in the contacts window in blue rather than black For example if two residents living in the same dwelling have different general practitioners GPs then clicking on the resident who re quires assistance in the residents window will highlight which doctor you should call Editing contacts Since version 5 3 of PNC3 Vision it has been possible to edit a contact from a Location Summary see figure 9 14 If you select a contact and select edit you will be shown a window for editing the contact creating and editing contacts is dealt with in Chapter 5 of this volume Creating incidents You can also create an incident or edit an existing incident by selecting Incident from the Op
352. of people passing confidential information held on computer to salespeople debt collectors and others In many cases the organisation has been fined a large sum of money and the individual responsible has been sent to prison The exact penalties vary from country to country Fortunately this has not occurred at any control centre with Tunstall equip ment However you must ensure that you become familiar with your control centre s policy and strictly adhere to the rules on data protection Preventing unauthorized use The Vision system knows who is using the call handling stations or data stations at any particular time In this way if you do illegally pass on confidential information you can be traced Vision keeps alog or record of which operators are using it The first thing you have to do when you start using Vision is to log on Logging on involves entering or typing in your username and password A username is a unique name you will be given by your control centre manager or administrator As mentioned you also have to enter a password You should keep your password secret even from those who work with you A3 10 Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision If you write your password down and leave it in a drawer or pinned to a notice board some one could log on using your username If they then do somethin
353. old telephone exchanges Some countries can only accept tone dialling while oth ers accept only pulse dialled calls You need to know what sort of dialling the exchange can accept before you change this parameter see figure 11 38 Your control centre may have a policy on this If in doubt then you should contact your local telephone company Away Depending upon which options are set some home communication units will alert the control centre if the resident is not active see Inactivity above or the temperature drops below a certain level If the Away Setting is set to On then this over rides these settings It is usually set for periods when the resident goes on holiday or into hospital This ensures that the control centre does not receive false alarms Often residents set this option themselves using the Away button on their home communication unit If however they forget or they ask you to do this for them you can use the Away tab to change the away setting on a Lifeline 4000 see figure 11 39 aP Prog Liebes 08 brosse ID ARE Eppa D Adorn er Alaa 5 ee Ae Trg epee Liz Haa Jor Oper Dali re lance Pence Call Input Spaach Klara Eris puah Trea Cock Fij Erap in F E Tar Status Cimi Sur r Pren r Pami i Be T Zum lihe mem ad eee tp ees seu Er rd rih tect betes ee era Figure 11 39 You can use this tab to find and set the Away status on a Lifeline 4000 Chapter 11 Call histories dialling
354. ommend that you change the date format to day month year i e 22 01 1998 Note that the year is a full year not just two digits i e 98 This will help when reviewing records across the millennium See the section on Entering Dates in Chapter 1 of Volume A of this manual for information on the assumptions Vision makes about two character years in dates Problems with changing the desktop It is possible for operators to change the appearance of their computer desktop by selecting the Display control panel see figure 1 5 They can alter the appearance of the windows the screen saver that is displayed the background colour of the desktop etc The Settings tab see figure 1 5 allows the user to adjust the Desktop Area This setting will shrink the screen icons and windows to allow a larger work area However some settings will confuse some monitors and produce an Out of Scan Range message The desktop will be invisible and the computer will be unusable You should discourage users from adjusting this setting or you should show them how to do it properly To properly change the screen resolution always use the Test button to test the new Desktop Area setting before clicking the OK or Apply buttons If the new Es DE resolution is out of scan range you will hmm Steen Savs Appemonce Fila Satina have a chance to change it If the setting is adjusted without testing then you will have to restart the computer by pressing the R
355. omwell in the town field then Vision would find all schemes that were in the town of Cromwell If you decided to change to a more modern type of scheme controller it would be possible to search using the model field for the model type you wished to change It is also possible to search using any characteristic or even whether they have background calls enabled or disabled Ophons So Location Contact Conis Tyne Contesct Schluss x Here B Contact Hame P iiinis E Tite E Last Name E E Ama E First Mami E Town E Conis T i bet Tedapone EE fe i ei Minas cl ee Posicsche B M Scheme Contac Telsp one 2 f T kphears Muerte C Seh rra Dese Find Cancel Figure 7 18 Schemes can be found using any contact criteria A7 10 Chapter 7 Finding schemes Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Volume A Basics PNC3 Vision Scheme contacts can be searched for using a Find Scheme sat Rithe Crisia Delete Casna E Tepe any field shown in figure 7 18 For example schemes can be found according to the name address or even the telephone number of a con tact It is also possible to find schemes with certain types of contact using the contact type field For example it would be easy to find all schemes with a builder as a contact simply select Builder from the Type field Saving search criteria Many searches you perform will
356. on have been installed the next step is to create the user accounts for the operators In other words the usernames and passwords need to be created This can be undertaken from Windows NT using User Manager for Domains However Vision has been de signed to make this process easy Operators can be created directly from Vision without the need to use the Windows NT facilities Vision can create NT operators and at the same time create the usernames and passwords for the operators to log onto Vision and the database i e become a SQLAnywhere user Within Vision the Operators component allows you to e create new operators e view print and edit operator details e change operator passwords delete operators e view and amend operator personnel rotas and working patterns Rotas are dealt with in Chapter 2 of Volume B while information on Windows NT is available in Chapter 1 of this volume Playing safe As mentioned in Chapter 1 of this volume once Vision is installed your first step should be to create the usernames and passwords for those who will administer the system Windows NT administrators have considerable powers and if they do not understand the system can poten tially cause great damage even deleting the database Consequently only experienced staff whose technical judgement you trust should be given administrator usernames and passwords C3 1 Documentation Version 5 40 Volume C Managers and Administrators Co
357. one F6 Volume Up F7 Volume Down F8 View Calls in Progress F9 View Calls on Scheme F10 Select First Menu F11 Hold Call F12 Unhold Call Fastkey Function Key Details Some actions are performed so often that it is easier to press just one key on the keyboard than select the command from one of the menus within Vision The function keys or fastkeys are the keys at the top of the keyboard named F1 F2 F3 etc They all relate to call handling or program ming of remote equipment Below is a list of function keys with explanations of what they do 1 Opens the help system at a page appropriate to the user s current win dow 2 Swaps between using the speech unit and the headset as the speech de vice Note that if the speech is full duplex i e two way rather than switched the speech device is always the headset 3 Select the highlighted call in the Calls Waiting window By default this is the highest priority call Clear the current open call 5 Send a Call Tone to the remote equipment This is used when program ming remote equipment 6 Increase the volume of speech at a remote dispersed unit not all equip ment supports this feature 7 Decrease the volume of speech at a remote dispersed unit again not all equipment supports this feature R2 1 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision 10 11 12 Show or hide the Calls In Progress window Show o
358. one call it will not blast the recipient with digital tones as soon as he or she picks up the telephone Chapter 11 Call histories dialling out and programming A11 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision rer Epari i ma Pac Cul put CET PEs Pal Erie Egagret Akad lire tins zeichen Ceid Did Cpt ur Phos Erp ie a IDAE el Pi r2 a EE eee O ES CR ra aE lh Figure 11 18 These are the telephone numbers that are called when an alarm is raised Exceptions to call order As mentioned above the home communication unit will call the control centre shown in field 1 see figure 11 18 Next it will call the number in field 2 and so on However there is an exception to this rule If one of the numbers on the list is a personal recipient the home communication unit will call this person first for certain types of alarm On the other hand if a smoke alarm is set off then the home communication unit will call the numbers in the order shown in the Emergency numbers window If however the alarm is caused by the resident pressing the integral button on the telephone the radio trigger or a pull cord then the home communication unit will call the personal recipients first Only if it cannot get through to a personal recipient will it go on to call the control centre A Popara Liebes 2000 Lace ID Piel Ea Deters Epara areca Pac
359. ontacts who can have access to the Vision database i e they can be given privileges to log on If you select Care Manager then all of the choices in the Scope portion of the window will dimmed Each of the choices operators have available to them can be changed in the usual way using the Create Edit and Delete buttons If the Contact radio button in Category is selected then you can choose between contact types for Residents dwellings security diallers and schemes If the Any location radio button is selected then you can set contact types that will show in the choices for dwellings security diallers and schemes As already described in the sections on Call Reasons Call Actions and Keywords entries can be added amended and deleted Once again deleted keywords are shown towards the bottom of the list in grey and can be undeleted as described in the section in Call Reasons What is scope When you click on one of the radio buttons within the scope area of the window shown in figure 4 8 you are not just describing thetype of contact you are also determining what a contact can be linked to For example if you create a contact type called brother and set its scope to resident you will not be able to link a contact who is a brother to a dwelling or security dialler Imagine that you create a contact type called security guard You set the scope of thistype to Security which means that it can only be linked to security diallers Later
360. operating systems can not match e Windows NT is much more reliable that Windows 3 1 or Windows 95 Security Windows NT has been designed to be more secure than any previous PC operating system In the past some pieces of software could send instructions directly to the computer hardware Windows NT prevents this as every instruction is checked by the Windows NT operat ing system to make sure the instruction is legitimate and that the user who is logged onto the machine is allowed to use software that can issue such instructions Another aspect of security is something called protected memory When a piece of software runs on a computer it is allocated a portion of the available computer memory Other pieces of software cannot change the contents of this memory and so each piece of software is secure within its own portion of memory In other words each piece of software is protected from every other piece of software Reliability Protected memory also improves the reliability of Windows NT If an application such as a word processor crashes when running within Windows 3 1 the danger is that it will corrupt the memory used by other pieces of software even including the memory used by the operating system itself This is why previous versions of PNC3 have always come with a strong recommendation that other pieces of software such as word processors are not used on acom puter running PNC3 As Windows NT has protected memory and does not
361. operty ward Selected menu item from the Options menu shown in El figure 10 20 If you wished Tre clAchen IO Febna 1958 104556 ta lected feature to send the re um ferral to the same operator again but with some further Figure 10 21 You can enter a description of the problem and refer this information you forgot to in to an operator sert into the original referral Choosing Create from the Options menu will produce the window shown in figure 10 21 This creates a referral note and allows you to describe the problem and refer it to another operator who would normally be a care manager Once you have entered this referral note you will be able to create another referral note by selecting the Create menu item and in this way you can refer the call to more than one operator Receiving referrals When operators such as care managers receive a referral they find email messages to alert them to referrals when they log onto Vision They then have to find these referrals using Call Histories from the Histories sub menu under the Data menu Examining call histories is dealt with in the next chapter Chapter 10 Handling calls A10 13 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Parking a Call What is Call Parking What do you do when someone calls but you do not have time to speak to them properly You can place them on hold Alternatively you promise to
362. or resident This means find all contacts not linked to anything see figure 8 12 It is useful if you want to find records of contacts who are no longer needed and can be deleted from the database Attaching contacts to dwellings schemes and residents In the earlier chapters on creating dwellings schemes residents and security diallers we created the contacts for each type However some contacts are shared by several residents dwellings or schemes For example several residents might have the same GP Dr Jones The answer is to link a resident to an existing contact see figure 8 13 The process of linking a scheme dwelling security dialler or resident to the contact is the same for each type of record We will go through the process required to link a resident to a contact First select Dwelling from the Data menu and press the Find button to find all dwellings Then select a dwelling from the list that appears and choose Edit from the Options menu Vision will then show the dwelling frontsheet for that dwelling see figure 8 14 Resident The Options menu for the dwelling en ms frontsheet can then be used to select an exist N at il un ing dwelling contact see figure 8 14 If you Contact find that this menu is grey dimmed and can Dr Jones not be selected then click once on a resident _ Figure 8 13 Contacts can be linked to more than one resident and searching is how we find the contacts we item if
363. or new users Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision What can a Tunstall Vision control centre do PNC3 Vision is the Tunstall software and hardware that handles the calls from Tunstall telephones It also handles calls from other types of telephones and alarm units The range of tasks PNC3 Vision performs is too large to explain in detail in a short space However its major tasks include e accepting calls from residents and immediately displaying their details including information on contacts such as wardens relatives and care managers e detecting the type of alarm that has been sent whether it has been triggered by a button a smoke detector or an intruder e allowing the call operators to contact carers and other people from whom a resident might need assistance e keeping an accurate log of who called when they called and what actions were taken Vision also provides a wide range of further facilities including e allowing call operators to remotely open doors to allow access to a building or security safes to allow wardens to get or replace keys e allowing operators to find and amend data information on clients such as en tering their new telephone number enabling fast searches of telephone numbers and an address book with frequently used contact information e allowing operators to remotely change the settings on a resident s telephone so th
364. ork and sending an invoice Of course an incident need not be re stricted to damage to property If you wished a fall by a resident could be tracked with Incident Manager keeping a record of the initial incident and the steps taken following the accident Creating and updating an incident When a call arrives informing you of an incident you can create a record of the incident by selecting Incidents from the Histories submenu under the Data menu see figure 5 1 From the Brief Find window shown in figure 5 1 you can select the Create button You will be presented with the window displayed in figure 5 2 The first step is to allocate an incident to a location If you press the Allocate button see figure 5 2 you will be presented with a Find window from where you can search for the location and or resident in question Let us imagine that Mrs Smith has called in regarding her leaking tap We first find her house and allocate the incident to it Notice that there is an incident number already entered Incident numbers are created by Vision and you cannot edit them Next you can select a resident from the Resident menu This menu will display all of the residents at the location where we have allocated the incident Following this you have to select the Incident Type The entries in these menus is determined by your control centre manager or administrator see Chapter 4 of Volume C B5 1 Documentation Version 5 40 Volume B Advanced Copy
365. orms to the BABT regulations If there is no screen saver set then the call will be indefinitely held unanswered Performance problems screen savers can create In previous version of PNC3 Tunstall provided a screen saver Indeed it was not possible to select any other screen saver One reason for this was that the Tunstall screen saver took relatively little of the computer s resources In PNC3 Vision you can now choose the screen saver for each user However you should remember that some screen savers particularly the three dimensional ones can take up a great deal of computing power and this will slow down the computer You should avoid using screen savers on the server other than the very simple ones The best screen saver to use is Blank Screen with screen savers such as Starfield Simulation requiring relatively little of the computer s power If you use complex screen savers on the server you will find that the performance of the database suffers markedly The dangers of Task Manager Windows NT Task Manager see fig U Windawe NT Task Manager CEE ure 1 6 monitors the different ap fie Dpions View indem Help plications together with their inter nal processes It can be used to end applications or processes In other words it forces them to stop running without any opportunity for them to save their data In some cases this can End Tse Seach To Hew Task be useful as a word processor that Applications Proce
366. ors Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision the Configure menu see figure 4 3 The items in grey at the top of the list are predefined and cannot be deleted see figure 4 3 The items in black are the ones created by the control centre manager or administrator and these can be edited or deleted The items towards the bottom of the list are the items that have been deleted These items are kept within Vision because they can still be used for searching for old records in Calls Histories see Chapter 11 of Volume A These deleted items can also be undeleted if you change your mind and wish to use them again Keywords Keywords provide a call operator with information on a resident Each keyword is really a title behind which is some information specific to that resident For example a keyword called Heart might have the following information for Mrs Smith Suffers from angina Keywords can be created edited or deleted As before if you delete a keyword it is shown in grey towards the bottom of the list together with an asterisk In addition you can choose a colour for akeyword and this colour choice will be reflected in the Location Details display when a call is dealt with In order to be able to create edit and delete keywords an operator needs the Data Configuration privilege It is important to recognize that keywords together with other entries into the PNC3 Vision database are case sensitive and so
367. ossary 7 Index Documentation Version 5 40 Documentation Version 5 40 Volume A Basics Documentation Version 5 40 Introduction amp Overview This chapter introduces the manual and explains how the different manuals are aimed at new users experienced users and control centre managers and administrators The chapter also introduces Tunstall and PNC3 Vision before outlining the new features introduced into Vision What does this manual deal with Volume A Basics The early chapters deal with issues such as why vulnerable people need telephones as well as what control centres do There is also an explanation of how the different bits of machinery in a control centre work There is a brief introduction to computers including some idea of what the different parts of acomputer do as well as some brief notes on how the Windows NT operating system can be used All of these explanations are aimed at the inexperienced user Following this there is an introduction to the concepts inherent within PNC3 Vision These basic concepts include the difference between callers or residents who live in their own homes dispersed units and those who live in groups in sheltered housing schemes There are explana tions of how information about residents or callers and their contacts are stored in the compu ter There is also practical advice on how information on residents and contacts can be entered found and changed Contacts
368. ot a time when many calls are being handled The early hours of the morning are a popular time for performing automatic back ups The Check History option see figure 5 5 sets a timer for checking the size of the various histories in the database including Calls History For example if Calls History is too large and requires purging then a warning is issued However the purge is not automatically performed but can only be performed manually for safety reasons The Batch Reports option see figure 5 5 can be used to set the time when the batch facility for Management Reports runs See volume D of this manual for information on Management Reports Chapter 5 Backing up the database C5 5 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision UD Lone Hain Schere Ense Secunly Decciphen Equprrent Thanda Lars IF 1997 12 Fencves gl cally al Larsen Sera Hatay Werder Jamaa 01 1397 F rsees al en hiii Const in Ever Log Tusci Fabrus 00 156 15 Aeroves al events oc Dpr Boston Aiala inciden Histo Mo purge date Flerscenes all incidents ca rveceoe Chard Cas Smarr Halip Press ARR En als Cah rence Holo Mo parga dae Des pes Managemen Mepad Daros hipiai fen Menagersent Anger Horarge cates Herover al sired iesi stephen i a le A ee FOR Ursel dalled ieres Mot applicabien Flerecrrtt all r gler Addes foz Ed Purges Cute Furga Mos
369. otice that the operator who first entered the incident is also recorded and the list of actions is displayed aj Wine Inecadent Mm E irede Hum 4 Type Plumbing healed Leaky Tan Slats wow Begun Date 2701333 10 35 17 am Schere ld Hore Opersicr FAUL Ura kd 54 Residen kirzE Smith Prone Ai Dhe Phone Ir Daing The al as 4 Holbeck Place Salons Coorrevell Caomevelichne CRT 2DE Acta Dale Status Operated Cal Service Provider 27 January 1398 10 58 16 Pending PAUL Figure 5 9 You can view an incident and see both the overall status as well as the status of each action Chapter 5 Incident Manager B5 5 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision B5 6 Chapter 5 Incident Manager Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Invoice Manager The chapter e xplains the purpose and uses of Invoice Manager __ before dealing with the ways in which it can be configur ed Next the way in which clients ar e added to the list of those who will receive invoices is spelt out F ollowing this the pr ocess of raising invoices ise xplained Why use Invoice Manager Many r esidents and or ganisations using the ser vices of a contr ol centre have to pay for these ser vices The invoices needed can be cr eated by an accounts department using dedicated accounts software However this
370. ountries it is a legal requirement that you regularly test electrical equipment 2 There have been some unfortunate cases of vulnerable people raising alarms only to find that their equipment did not raise a call because the battery in the radio trigger was flat and the unit had never been checked or tested since being issued 3 Auditors expect control centres to be able to account for the equipment they have purchased 4 It is important to know the numbers of various pieces of working equipment you possess in the field and in store This isto ensure that your centre is neither short of equipment nor possesses unknown stocks of unused equipment It is possible to track equipment using a separate database unconnected with PNC3 Vision How ever this would mean entering all of the resident and address information again In addition the equipment database within Vision is not limited to tracking alarm equipment It can be used for tracking any equipment you might give lend or sell to residents such as washing machines vacuum cleaners or even bingo machines B1 1 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Creating Equipment Before you use the equip ment database your con er Configure Hep trol centre manager or ad Sphere nu Divealing ministrator must Eur configure the equipment ECC component see Chapter 4 Anganeiancn Contact from Volume C To create PT
371. our control centre manager or administrator tached house etc The characteristics on your system will depend upon those created by your control centre manager or galow flat semi de administrator They are used for separating dwellings into different categories You can also enter or change a characteristic by double clicking on it This is just a short cut Double clicking means pressing the mouse twice while the pointer is over the characteristic you are interested in amending Set the periodic calls interval optional Periodic Calls Ei The final step entails setting the periodic tind fo Se call interval This is an option and may not nn ee eng be present on your system Once you have inier 15 dass pressed the Periodic Calls button see fig Peiodc Call Expected ON Merch 14 45 47 ure 5 11 you will see a window like the one ok Cancel in figure 5 12 You can set the number of pie Figure 5 12 The length of time between periodic calls can days between periodic calls by dragging the be set by simply dragging the slider Chapter 5 Creating dwellings residents and contacts A5 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision slider in the window After this you can click OK and then press the OK button at the bottom of the Dwelling form to send all of the data you have entered to the server What are periodic calls What happens if a hom
372. out and programming A11 27 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Services Deters Epari Eup Li Alon Act Alaa i equa Alem Tropen Flagpres Lisa Mat zer pers Dil teed ray Eure Perdre Cal ipsa Spach Klara Eris Imah Tega Check Fig Erap im j Rares Feki rn Hora es dio Fr Enabled T Erab Fo thes deln M 12 cu dea r el biri ft eter te Si Hip Fah ity I Haga Resale BE Esser MT Ends bere ie Rh Mari kisti Prec tes Corm Hess ba r meh parc cat Figure 11 40 High resolution periodic calls is a feature of Lifeline 4000 This tab allows you to enter the telephone number that the Lifeline 4000 should call when passing back service provider information This is still going to be a control centre number but it will be a silent call dealt with by the control centre computers Periodic Call Lifeline 4000 and some other models can be set to call the control centre every so often usually every twenty eight days In this way the control centre can be sure that the home communication unit is functioning correctly You can use the Periodic Call tab to turn this feature on and off see figure 11 40 and to set the number of days between calls Remember this sets the number of days the home communication unit will wait before making each periodic call This must be set to the same number of days as the record for the dwelling see Chapter 5 of this
373. person pressed the alarm button because it cannot be sure Vision does not care whether the resident lives in a detached house a semi detached bungalow or a flat Consequently it calls all of these by the same name a dwelling The diagram in figure 4 4 shows the information for a dwelling with two residents In a frontsheet see figure 4 8 the address for the dwelling or house is shown together with con tacts for that dwelling Typical contacts for a dwelling will be the police and ambulance telephone numbers These are common contacts for the dwelling rather than for the residents as they are the same regardless of who the resident is For example it does not matter which resident is ill the same ambulance number will always be called Dsellinig Fidel cheat After these common contacts there are contacts for ipie Fender 5 Cicperced Und 69 The Willows d H each resident Mrs Smith has M Smith as a contact while other residents at the same address will probably have Hr Prudence different contacts G ne H Smi A home communication unit is also called a dispersed unit This is because they are scattered they are not inone y ey Figure 4 8 Some contacts such as those place For example a control centre can monitor ahomecom for the police or ambulance are linked munication unit in Scotland just as it can monitor a home to the location the dwelling Others communication unit in Swe
374. play links between different bits of information In other words a dwelling frontsheet displays the collection of records related to a dwell Figure 5 14 The frontsheet for a dwelling is used to ing make links to other bits of data such as residents and contacts We are now going to create a resident who will be linked to the dwelling To do this we choose Create Resident from the Options menu This is the menu at the top of the frontsheet window not at the top of the screen see figure 5 14 You will then see the resident s form as shown in Figure 5 15 Enter the name and date of birth of the resident First you should enter the title last name and first name of the resident in the fields provided The title can be up to 15 characters in length a character is any letter or number The last name can be up to 30 characters long while the first name can be up to 20 characters in length Next you need to enter the date of birth There are a number of formats or layouts in which a date can be accepted but you should try to use the same simple format every time We recom mend day month year For example 2 6 1998 for the 2 June 1998 Sometimes you may find that this format does not work The date format your computer will accept is determined by the Windows NT operating system You may need to ask your administrator to alter the date format for you However if you have privileges you can select Settings and Control Panel from the St
375. possess the resource limitations of Windows 3 1 it is possible to run other applications as well as Vision providing enough memory has been installed The Windows NT configuration used by Vision Hard disk format Windows NT can use disks formatted to work with Windows 3 1 often referred to as FAT format FAT stands for File Allocation Table Windows NT can also work with the more modern NTFS format NTFS stands for New Technology File System The NTFS format offers better security and better automatic recovery after system failure Vision is provided on computers with disks formatted in the older FAT format The FAT format has the advantage that in the event of a serious crash files can be recovered from a computer by starting the computer using a version of the old DOS operating system running from a floppy A disk formatted using the FAT format can be translated into the NTFS format Tunstall Engi neers can undertake this task for a control centre following a full back up However NTFS disks cannot be translated into FAT format c1 2 Chapter 1 Amending Windows NT settings Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Communication protocols Windows NT can use a variety of communication protocols Vision uses two netBEUI and TCP IP The netBEUI protocol is used for file serving while the TCP IP protocol is used for accessing the database an
376. priority Again the priorities and text set for the dwelling should there be any will override the default settings in the BS Codes tab BS Priorities The BS Priorities tab al E Sytem Configuration lows you to assign priori puit Baio LM Versions es e ties for calls from equip TT Schere BS Codes BS Pass Security Codes ment using the BS proto col However this only happens if the call code has not been listed in the BS Codes tab see above In other words this only happens if the call code in question is missing from the BC Codes tab A telephone using the BS7369 protocol sends its identification number a call code but also a pri ority Indeed this is a re Figure 2 14 The BS Priorities tab allows you to assign a text description and quirement of the BS pro priority to calls received from equipment using the BS protocol if the code is not already dealt with in the BS codes tab tocol However although Chapter 2 Amending Vision s configuration C2 11 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision the British Standard in cluded default meanings Bic 1 Base 2 LIM Versions ITA Locations TT Codes ig 5 TT Sth BS Codes BS Paois Security Conder for all call codes it did not a Poule D s rpha specify default priorities for them Consequently D ce different equipment CO
377. program Some such checker programs can also remove viruses that are infecting a system The Windows NT operating system upon which Vision runs is less susceptible to viruses than the Windows 3 1 Windows 95 and Windows 98 operating systems Reference 6 Glossary R6 5 Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision R6 6 Reference 6 Glossary Documentation Version 5 40 Reference Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Index Besides each index entry is a page reference such as A3 1 The letter A stands for Volume A The number 3 is for the chapter an the number after the full stop is for the page number Conse quently anumber such as A3 1 means Volume A Chapter and page 1 In the on line version you can click on the page number to be taken directly to the page in question address importing a scheme address A6 7 Address Book A8 10 administrators creating C3 1 advanced search see finding agencies B6 2 alarms heat A2 3 intruder A2 3 low temperature A2 3 smoke A2 3 Analysis of Call Actions D4 8 Analysis of Calls by Contact Type D4 11 Analysis of Calls by Equipment D4 10 Analysis of Calls by Events D4 9 Analysis of Calls by Reason D4 7 Analysis of Call Response Times D4 5 Analysis of Contacts D5 9 Analysis of Dwellings by Characteristic D5 6 Analysis of Dwellings by Number of Residents D5 8 Analysis of Residents by Age Band D5 4 Analys
378. provi sion is arranged and recorded within Vision Providing services Increasingly control centres do more than just take calls and arrange responses Control centres provide a range of services to residents In some instances this extends no further than maintain ing the home communication units and speech units they possess In others it includes the provi sion of a wide range of services from meals on wheels through to repairs and the loan of non alarm equipment such as washing machines televisions and even bingo equipment The organisations facility allows you to record the details of an organisation and in par ticular the services it provides For example one lt Bathory Horthampton E gt organisation might be Local Catering Trust a charity that provides a meals on wheels service for the elderly and other vulnerable individuals Figure 3 1 Ownership or more often responsibility Another might be Electrical Maintenance a de for a dwelling or set of dwellings is recorded using baa Ss ae the Authority field partment within your own organisation that un bai B3 1 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision jo calls queued CES Configure Hele Schere ae a Orgsniestions Seach ess panaon Conlec DigansatoniMarse a Create Edt Advanced m Figure 3 2 To find or create an organization select Organization from th
379. pyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision You should also create at least two spare administrator accounts i e for in Mi Ender user nama and person thal i valdi bor this dividuals who do not really exist Their mn Mer usernames and passwords should be writ s Lier rarat ten down and stored in a secure place Password such as a safe off site Inthe event of your Domain EE administrators and yourself forgetting Mr en your passwords or some other difficulty ao Help Shut Down occurring you will be able to use these passwords to get onto the system to rec reate your administrator accounts With Figure 3 1 The standard log on dialog can be found by pressing the Control Alt and Delete keys simultaneously out an administrator account you cannot create delete or existing operator accounts nor can you alter passwords or usernames In addition you may not be able to perform many of the essential everyday management functions As mentioned in the Chapter 1 of this volume Windows NT is a secure operating system Neither the service engineers nor the engineers from Research and Development at Tunstall can break into your system to rescue data if you lose all administrator passwords or if you acciden tally delete all administrator accounts Creating spare administrator accounts is the first thing you should do after Vision has been installed Logging on as MANAGER When the service engineer sets
380. questions There is a menu reference with links from each item in each menu to the relevant ex planations some notes on how techni cal assistance can be sought and a glos sary explaining the meaning of many of the words phrases and acronyms used The final section of the reference vol ume is the index use more reliable and has extra easy to use features A12 Chapter 1 Introduction amp Overview Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Tunstall and PNC3 Vision Tunstall has a long history of technological innovation together with experience of providing reli able state of the art communications Its comprehensive product range and secure financial po sition have allowed it to plan long into the future and PNC3 Vision is part of an on going product evolution Tunstall has the in depth technical and financial resources needed to take a long term view In short PNC3 Vision provides the certainty and stability needed by a well managed control centre The migration of the PNC3 system the previous control centre software to PNC3 Vision has been undertaken for two broad reasons 1 Advances in operating system software particularly the development of the Win dows NT platform have enabled a control centre that is faster more reliable and more secure Tunstall wishes to ensure that its customers are in a position to take advantage of the benefits these te
381. quic Phone 0 459 576453 Leather Ak Phone Irre Equipment Aditi Persons Aleck 2 Hams i he Gard 3 Intruder i a oser Set Unset Cju seniti Curen Chers Figure 6 18 The form for creating a security dialler is similar to forms for creating a dwelling or a scheme Enter the telephone numbers Enter the security dialler s telephone number and then enter any alternative number Although it is useful to keep these numbers in the database a security dialler cannot answer a telephone call it can only make telephone calls You might wonder why the telephone is needed if the security dialler cannot be called The answer to this question is that some shops and factories where security diallers are used also have a telephone connected to the same line Consequently if the security dialler rings to raise an alarm it is sometimes possible to ring back to see if anyone is present This is useful if for example an owner or manager has accidentally set off a burglar alarm Checking to see if the telephone is answered can save an unnecessary call to the police How you deal with such situa tions depends upon the policy of your control centre and you should check with your control centre manager or administrator Enter the location The major difference between a security dialler creation form and a scheme or dwelling form is the location information There are up to sixteen locations that can be allocated Each location is re
382. r the librarian would find numbers from 11 through to 19 In other words inclusive simply means that the range includes the numbers you have en tered An inclusive search means find all schemes numbered between 10 to 20 including any numbered 10 or 20 Exclusive means find all schemes numbered between 10 and 20 but not including any numbered 10 and 20 As mentioned earlier the advantage of searching for ranges of numbers is that you can find a scheme even if you do not know its exact scheme ID number More commonly however searches using ranges are used in control centres where schemes are numbered according to a numbering system For example if you know that all schemes in the town of Cromwell are number from 2 000 to 3 000 then you can find all of these schemes simply by searching for the range of ID numbers 2 000 through to 3 000 Viewing the results of a search If the server the librarian does not find a scheme record that matches your request you will be shown the message in figure 7 9 ces een If the server does find one record that matches your search re H quest then it will display a summary of the record together with te some of the information linked to that record Rather than show z the scheme form with the scheme record on it or show the scheme Figure 7 9 If the server cannot find a scheme record in the database that matches your search request you will be shown mary sometimes referred
383. r Recall should normally be set to on When this is set to on then the next time the Dial out window is called the last number called is automatically entered in the field for the telephone number to dial Each of the three Dial out windows keeps a record of the last number called The Dial out Dispersed window keeps a record of the last dispersed number dialler the Dial out Telephone window keeps a record of the last number called using itself In other words if you dial 1234 using the Dial out Dispersed window you will not find this number next time you select the Dial out Telephone number Instead you will find the last number called using the Dial Out Telephone window regardless of how many num bers you have called using the Dial out Dispersed window in the meantime Deal Qui Scheme Ena steel fhe derdin or he lente rar ber Piber ja dal ei ical Chu Cama F Linera Figure 11 11 Dispersed home communication units and scheme controllers can be called using the Dial Out Dispersed and the Dial Out Scheme windows Chapter 11 Call histories dialling out and programming A11 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision TonePad The TonePad acts just like Use JFH CALLS tie D Heid 0 Galet 1 numbers on a telephone Sytem MEET Vies as Conan Help see figure 11 12 It can ew Call Fa be of particular use when Tonepad
384. r hide the Calls On Scheme window If a window is active F10 selects the first menu of that window In this way a menu item can be selected by pressing F10 and then using the arrow keys to move to the menu item of interest It is useful when you wish to make a menu selection but you do not wish to use the mouse Hold the current open call Unhold the held call highlighted in the Calls In Progress window If the requested function is not available when the key is pressed e g F4 is pressed when there is no call open on the station the station will beep R2 2 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Reference 2 Function Keys Reference PNC3 Vision Frequently asked questions Call handling Why do scheme calls clear down without asking for reasons actions A scheme call is treated as a carrier for resident alarm calls Since you can enter reasons and actions for the individual resident alarms reasons and actions for the scheme call would be redun dant The system automatically enters standard actions for the scheme call select hold unhold clear etc anyway and puts a blank reason in to mark call completion What does an INCOMPLETE call reason mean in calls history The INCOMPLETE reason means that the call was not cleared down by an operator This can happen as a result of several conditions but the most usual causes are 1 Clearing a scheme call without answering all the
385. r slight difference you might note from figure 8 8 is the buttons for choosing between the radio buttons labelled Contacts Care Managers or Any If you recall a care manager is a special type of contact the only type that can be allowed to log into Vision to check on residents under his or her care A8 4 Chapter 8 Finding dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ri Find Cherelline Optra Go Location Resdlris Contacts at Te ff Crisi C Care Manage D Ang Contact Hans Lite E Lait Marre BO l CEE Cort Takap uci 1 E Telephone Humbe 5 C Schema Contest Telephone 2 Telephone Number S Scheme Combact Address Fi late x Numb a Sheet lt x tits Am B Town s Coury x Poshoode Er ARE Figure 8 8 The dwelling search also allows you to search for dwellings with particular con tacts Combining searches As mentioned in the last chapter anything you type into one page of an advanced search window is included with anything you type into another page For example if you enter the name of the town of Cromwell into the address field and then choose the contact type Lift Engineer from the Contacts page Vision will find all Lift Engineers in Cromwell In other words if you enter some thing on one page of a search and then forget that you have entered it you may find that your search does not go as plan
386. racter will be disabled In addition to numbers some of these codes use letters specifically the let Figure 11 5 Events can be searched for using ters A to F this is because the numbers are really in their numbered codes Meanings provide the most commonly used numbers for certain base 16 or hexadecimal events Chapter 11 Call histories dialling out and programming A11 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Using meanings Of course the problem with codes is that they can be difficult to remember Selecting the Meanings list see figure 11 5 will provide a field with the most common meanings For example you could search for all of the calls that have a meaning Handshake Failed as these calls will have produced the Failed Alarm Call messages to call operators If you have already entered a specific scheme or unit identification number then the list will also include any special meanings that have been entered see A note about TT and BS codes in Chapter 5 of this volume for a description of how special meanings can be created A word of caution if the meanings attached to certain event codes have been changed then some searches might not produce accurate results A scheme controller might be set up to send different codes Maybe the code 22 is sent for a fire or smoke alarm rather than the more usual code 3 The Codes option searches for the numerical
387. rd of Once the disk has failed it can be replaced with a new disk The old disk will go to its grave complete with your database The server can fail If the server fails there is always a chance that the hard disk can be removed and put into another computer However there is also a possibil ity that the electrical fault that destroyed the server also irrevocably damaged the disk An operator might delete a number of crucial records While you are away an opera tor might diligently work his or her way through many records deleting them following a misunderstanding with yourself or someone else It sounds impossi ble but it has happened In some cases disgruntled employees have even delib erately destroyed data although fortunately never in a Tunstall control centre Global edit An operator might perform a global edit on all residents or all dwell ings and replace the information in every single record with exactly the same data This has happened more than once Fire Even a small fire near to a computer can destroy the database Computers can succumb to smoke and heat damage rather quickly Even if you have backed up your database onto tape and onto another workstation your database might still be lost if your backup is held in your control centre building Most fires that have been alight for more that three to five minutes cannot be put out without the help of the fire brigade If the fire contains petrochemical products such as
388. re 4 13 Service types are the categories of services provided by organisations Chapter 4 Configuring choices operators can make Ca 9 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Hab Laser Bart Layout a Labek Ca Ane Plumbing St Pater Bou Date Patten Smashed Winden Keyed Chasis k Ah Iron Cal Schon Cal Agapona b Qrasnestion Types Contact Tps Sara Tipit Figure 4 14 The Types window is used to define the categories of incident Configuring Incidents To configure the Incident component within Vision select the Incident submenu from the Configure menu see figure 4 14 The Incident Types window is used to categorize incidents You might wish to categorize incidents according to type of work required such as Electrical Plumbing etc Alternatively you might wish to define types according to the nature of the event that brought about the damage need for work such as Car Accident Tiles Off Roof etc You can Create Edit and Delete these types using the window displayed in figure 4 14 The Incident Status window is used to create the categories that show the overall state of work such as Work not begun and Work completed see figure 4 15 The Incident Actions window on the other hand is used to define the action that can be taken The action list that is produced with an incident is a record of what was
389. re 6 10 choose List Dwellings from the Options menu This will produce the list you can see in figure 6 11 You may also get a message to say that no dwellings were found This simply explains why you can see no dwellings shown in the list Choose Create from the options menu of the dwelling list You will see that the Dwelling List also contains an Options menu From this menu you can select Create which will produce the box you can see in figure 6 12 The scheme Ident identification number should match B the number for the Hp sis scheme you have just en Schema ld Uni ld Hame Address tered You also need a unit ident a unit iden ET tification number Once A ARE hann you enter the number for the unit also called Cr a speech unit or scheme alarm you can press the Create button which Figure 6 11 When you list the dwellings for a new scheme you will see a message informing you that no dwellings were found A6 6 Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Oselling Lieel anis Sesch Cents Name Schere ldert 511 Untident 34 ces Figure 6 12 Creating a scheme dwelling first involves entering the scheme identification number and then the speech unit identification number also called ID or Ident a Create Dwelling Location Cintions Dwell
390. reating dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Once the date entered into the date of death field has passed the name of the resident is displayed to the User PAUL Mio call queued Suchen Lil Gate Conigae H Stat Beards call operator in red text with a line throughout thus en suring that the presentation of the name is as distinct as possible from the names normally displayed Please note Fathers Call Notification that if you accidentally enter a date in the future PNC3 Vision will not regard the resident as dead until the date entered has been passed and so will not display the resi Figure 5 19 The Convert Text feature dent s name in red when a call is taken from that resi corrects text entries to ensure that the first letter of each word is a capital and the dent s telephone i following letters are in lowercase A note about Convert Text As you type in various names and addresses it is easy to make mistakes One of the easiest mistakes to make is to capitalize the wrong letters For example Mr A Jackson might be written as mR a jacKSON Incorrect capitali zation of the letters does not look particularly attractive and more importantly it makes searching the database very difficult You may iz Lun de recall that you had to enter your password with Scroll Lock key on the keyboard can
391. right 1998 1999 2000 Tunstall Group Ltd PNC3 Vision an nein Siachani chere Duel heiir Ag Security Start Date E o re er End Date E E a E FM Diganta incident Mires Last Marek I oe Location First Marne CSS Opersior _ Panone Alota schema ID fe Sr rice ben sa rd ID F i Crese changed Managemen Hepats Telephone Darectony diez Donk Figure 5 1 The Incident menu item in the Histories submenu produces a Brief Find window Next you need to add one or more actions One approach might be to add all planned actions at the beginning and then tick them off as they are completed However you should note that once an action has been entered you can only alter its status nothing else In the window shown in figure 5 3 only one action has been added and this action is pending If you double click on this action or select it and press the Edit button you will be presented with the Edit Action window shown in figure 5 4 From the Edit Action window you can change the Action Status When you first create an action you can allocate the action to a service provider and even look at the service provider s rota to check availability Are incidents updated automatically As you may recall from the Organizations and Service Calls chapters service providers raise calls to Vision by entering numbered codes However these are for regular calls only such as inspections or meals on wheels O
392. rotas for those who provide services to residents One off incidents such as a burst pipe in a resident s flat can be tracked with Incident Man ager This component is explained together with the service for creating invoices for the services provided to organisations and residents Volume C Managers amp Administrators Once Vision has been installed there are various settings within Windows NT that a control centre manager or administrator can adjust These settings are explained before the way in which Vi sion s configuration can be changed is introduced The process of creating user accounts for op erators is explained as well as the details of how privileges can be set and finely tuned The approach to creating and amending the choices operators can make when entering data in various fields is then explained The ways in which the database within Vision can be backed up is then dealt with before the use of System Status and the Event Log as a means of diagnosing problems is explained Volume D Management Reports This volume deals with the various statistics and reports that can be automatically produced from Vision These optional features allow a wide range of data to be collated and summarised They allow a control centre manager or administrator to quickly review almost any aspect of the per formance of the centre Reference This final volume includes a chapter on trouble shooting and another on fre quently asked
393. rs If you select Information from the Equipment menu you will be shown a summary of the capabilities of the particular model you have chosen Pis ph les ne Ch er Bude heen 6 nore Turcial te mahat ka pecky Liara 2 roar ner l url equiped armen ther rd Fass per eeu pp nca Figure 11 14 You can select the type of home unit you are programming from the Equipment menu Chapter 11 Call histories dialling out and programming A11 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision gemein Lire 1000 rasen ID acer ET ing Spach Peat Piem al Erir a mar Ure Opies Diebe Dial pore ae Eraul Que ar HLY Fees cmi acme ORLY Erquie jee Eg F FE era Cr all eng F El A ai RC Figure 11 15 Enquire can be used to discover the settings already programmed into a unit Not allhome communication units support Enquire Enquire and Program Enquire Maybe your resident has asked that you add a new number to her fast dial buttons but first you want to know what the buttons are presently set to call If you select the Enquire checkbox for numbers 1 to 4 see figure 11 15 then select Enquire from the Options menu this will ask the unit to show you all of the fast dial numbers you tick It will also retrieve the entries for any other parameters you have ticked in any of the other tabs This feature is useful if you want to check to see which numbers are alread
394. rvice engineer see figure 2 9 will show the present status of the LIMs and it can be useful to compare their present status with the way in which they were configured This is particularly helpful when trying to diagnose problems The Status Display can be produced by choosing Status from the System menu or clicking on the information icon in the task bar at the bottom of the screen TT92 Locations The Tunstall Telecom protocol developed in 1992 provided an advance on other protocols because it added location codes Previous protocols generally used numbers to indicate a particular sort of alarm such as integral button radio trigger smoke alarm etc The location codes provide further information such as smoke alarm in garage This allows more pre 1 Sytem Statue Call Handling Station 1 cise information to be passed to Elhemet Connection Let Connection aisha Commotion Csi Harding Stat Cal Handling Slasona Linz contacts and rescuers The TT92 tab seefigure 2 10 Ib Status Tal Ling allows you to alter the default 1 codes In other words it allows you to alter the text that Vision 3 displays when it receives each of 4 5 Linkr the numbered codes shown When 5 P E Bo Cerises Linken Vision is installed and configured default texts for each code will be entered To alter the text for a Hevani blazer ID code select it from the list select Mare Pons the E
395. ry 1958 Que Lisine 3000 Dere called io sap ae is dagai Commer Reason Sera Pear Irene Newt Sarre Date al Figure 1 2 The Create Equipment form allows you to service intervals and dates B1 2 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 1 Equipment Volume B Advanced PNC3 Vision Update Equipment Service Date J Equipmeri Lest Update rereice date of Dispersed lern Leere 200 Dinhons States Search Crete Cineni Sane Ode 17 duga 195 Select fll 5 i Scanner 123 oe F Hon Senne ii S Moverber 1549 iia Silit Calis Oese E Heson Crese Edi Dir Cancel Delete Figure 1 4 The Reason field should be filled in other Notes wise it becomes difficult to track the maintenance of a Chose A Hom piece of equipment Gob Edi Helones Separate from Esih Service periods plaa Hart Service Dis Print It is possible to set intervals between services These are most commonly set in numbers of days You can then search for equip Figure 1 3 You can update the ment that is approaching its service date and schedule a check service date manually using the see figures 1 3 and 1 4 Options menu You can also select a batch of equipment and separate one item of equipment from the Equipment batches batch At the top of the form displayed in figure 1 2 is a field called Quantity It might seem strange to have such a field as th
396. ry calls is kept along side the records of calls from home communication units and scheme controllers Background calls Some incoming calls are dealt with by Vision and not by a call operator As the calls are dealt with automatically they are handled more quickly allowing operators the time to deal properly with emergency calls There are three types of incoming call that are dealt with in the background without a call operator background warden calls service calls and periodic calls Warden background calls These calls were explained in Chapter 6 of this volume In short wardens can ring in to notify the control centre that they are coming on site they are starting their shift or going off site at the end of their shift These calls have in the past taken up a good deal of call operator time Now wardens can call in and have their change of status on site or off site recorded by Vision without having to wait for a call operator to answer For more information see Chapter 6 of this volume Speech synthesis Version 5 15 of PNC3 Vision introduced some spoken messages for resi dents wardens and others calling into a control centre When wardens call to go on or off site they will hear spoken messages acknowledging their call instead of the tones they heard in ver sion 5 0 of Vision Vision will also announce that there are messages waiting for a warden if any warden notes have been left for that scheme controller These speech synthe
397. s Figure 5 7 To purge data all you need to do is set the purge date and select the Purge Now button Purging the database In previous versions of PNC3 purging the database was a time consuming activity that offered relatively little flexibility Advances in database technology have allowed Vision to offer greatly enhanced facilities with a wider range of options and a purge process that takes less time It is strongly recommended that you purge the database every week immediately after taking a tape backup Regular purging will improve the performance of the database and ensure that the process of purging is not time consuming If you do not perform regular purges then the database will become overly large and consequently much slower In addition when you come to perform a purge you will find that the process takes much longer In brief you should purge little and often i e every week after the tape backup has been performed To purge the database select Purge from the Histories submenu within the Data menu see figure 5 7 From here you can purge Calls History e Service History e Event Log e Equipment History e Incident History e Management Reports Results e Unreferenced deleted items To undertake these purges you will need the appropriate purge privileges see Chapter 3 of this volume The process of purging is relatively simple and should be undertaken from the archive station immediately after the weekly b
398. s such as then select Items fr om the Lifeline 3000 rental and control centre service submenu that appears Y ou will be pr esented with the list of char geableitems Tee see figur e 6 3 and fr om here you can amend de Dhak lete or add items If you select Add Item fr om the mare Hans S Options menu then you will be pr esented with the FLE Invoice Items Add window see figur e6 4 Her e you f oe Tat Goede 9 Sterdad 5 can name the item set its price and how of tenitis bal Lee Price al Time of Incas char ged for The Tax Code field see figur e6 4 re amp Les Pics Estad on mois Peine fers to sales taxor V AT The defaults ar e Standar d Fomnent S and Ex empt E D Indiens E ninast Some invoices ar e issued befor e the ser vices ar e Price Changes provided and others af terthe ser vice has beenr e tiste of Changs ceived by the client Consequently the Payment are bev Price of the window see figur e 6 4 allows you to select between advance payment and payment in ar rears Cance With either of these options you need to consider Figure 6 4 This is the window used to add an the price that will be char ged You can see at the invoice item to the list of items bottom of the Add Item window see figur e 6 4 that ther e ar e two fields to allow you to set anew price and to set the date when the price will change V ision keeps ar ecord of the prices and so is able to issue an invoice
399. s Dres Contact Cae Haiei b menu and select Create New If this choice is not avail Figure 5 21 If a resident is selected then a able in the Options menu then click once on the resi i new contact can be created using the dent in the frontsheet and try again Options menu Chapter 5 Creating dwellings residents and contacts A5 13 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Hi Edt Contact Cats OC A MosucHten Aes deni Ban hothampen ec Hesien DALIGHTE FLN Fierder Contact Address DAUGHTEREET Resident DAY CENTRE Alesicent Nm DOCTOR Flesickent Hunisi fo EM LUN HU 1 Hessen Ede JEM COM NO Fedden set Faxe Chartes Chose EM LON NO 3 Asscent den Ee EM CON NO 4 Flesdentl EM CON NOS Fliesen Town Cr tersel FATHEH Rewdent 1 Pe FREK Fesdent m j County lc corel shane Padeda CA4 BoD Contact Telsphone 7 Telephone Scheme AF Scheme wa CE EI Figure 5 22 The contact type can be selected by clicking on the contact type field and selecting from the list that appears Selecting the contact type If you click on the contact type you will be presented with a list from which to choose see figure 5 22 The choices available on this list are determined by your control centre manager or admin istrator Normally these will include choices such as Bother Sister Son Daughter G P etc Entering the tel
400. s also possible to send these commands to a scheme controller using the Calls on Scheme window see figure 11 48 The 900 codes can be entered into the Speech Unit field and the Select Resident button can be pressed Entering 990 into the Speech Unit field see figure 11 48 and pressing the Select Resident button will return a pending call see figure 11 48 with the date in days months and years two digits each The date to which the scheme controller is set is of relatively little use More useful are the commands for disabling a speech unit that has suffered a fault and is repeatedly raising a false alarm Occasionally it is necessary to reset the clock in a scheme controller particularly as inactivity pressure mats rely upon this clock to judge whether a resident in active or inactive For these codes and other information refer to the technical manual for the scheme controller in question which can be obtained from the Sales department at Tunstall You will also find that Advanced Control Centre Training available from Tunstall covers the issue of programming schemes Scheme 511 Residents 2 Alarme 1 Scheme Speech Un Cea scheme feng Select Reset Figure 11 48 Commands for a scheme can be entered into the Speech Unit field Chapter 11 Call histories dialling out and programming A11 35 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A11 36 Chapter 11
401. s an active call station i e there is a call station with an operator logged on and the screen saver is not running If there is no active station Vision will wait a further 1 minute 45 seconds before dropping the call and logging off all operators This is because Vision assumes that after such a long period of inactivity there cannot be any call operators around Another reason why Vision is designed to work in this way is so that it conforms to the BABT regulations Once the calls are dropped the home communication units and scheme controllers connected to the control centre are free to call the next control centre on their list of telephone numbers to call Ordinary Calls Most calls received by PNC3 Vision are from scheme controllers or home communication units However since version 5 15 Vision can also take calls from ordinary telephones provided the LIM cards at your centre have been appropriately configured A call from an ordinary telephone is shown in figure 10 28 When you answer these calls you will find that you are often shown the Calls in Progress window see figure 10 29 instead of the Location Details window You can also see in figure 10 29 that No database details available is displayed This is because Vision does not receive an identification number from the ordinary telephone and so does not know which record to retrieve from the database However if your control centre is equipped with Caller Line Identi fication then cal
402. s been set off This tone assures the resident that the home communication unit has registered the alarm and is going to call the control centre Some residents may find these tones irritating and this parameter allows you to turn these tones off for these customers Telephone Line Monitor This is a tone that is emitted if the unit loses its connection to the telephone line Again one of the most common causes for this is when the telephone line is unplugged during cleaning or when furniture is being moved about for other reasons This tone reminds the resident that they need to plug the telephone back in Residents in rural areas some rece Pend Cad ph euch PRES are sal Erir Eprat Ahaus dem Ucz Umpan Didetrd Eid pre Am Fi ps Eagan E Diras Lire IC Di guess LI si Ce See ee Pet et ath abate cape m Figure 11 22 The equipment ID is also sometimes referred to as the unit ID or ident A11 14 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision times wish this to be turned off in case the telephone lines cut out in the middle of the night and they are needlessly woken by the beeping the unit will emit Power Monitor This is a tone that is emitted when power is lost to the home communication unit i e its transformer is not plugged in This tone is useful because some residents will remo
403. s of this configuration file When a Vi Configuration file sion station isturned on or re set one of its first actions isto get the configuration file from the server and copy it to its hard disk see figure 2 1 If for server Call or data station Figure 2 1 When a Call or Data station is switched on or reset it takes any reason the station cannot a copy of the system configuration file from the server and places it on get the file from the server then its own hard disk C2 1 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Basic 1 it will use the copy of the configuration file stored on its IE U RE Turia ET hard disk copied from the server the last time it was able to communicate with the server In the unlikely event that the station cannot either contact the server Erri Lepout or get acopy of the configuration file from its own hard g Py 9 Figure 2 2 Selecting System from the Configure menu will produce the System Tunstall Service Engineer when your control centre was Configuration window shown in figure 2 3 disk then it will use the default settings created by the first configured When you use a particular station to change the system configuration the station will save a copy of the new configurations on the server In other words it will overwrite the existing system configuration file on the server Once this has be
404. s the library for the bit of information or data that you want and gets it for you The message you pass to the librarian is a search request The list of records the librarian returns is the search result Let us imagine that last week you were called by a resident Now you need to call her back but you have forgotten her name However you can remember that she was called Dr something or other and that she lived in York As very few residents are called Dr you could ask the librarian to find all residents in York with the title Dr These are your search criteria that the resident must live in York and that she must have a title of Dr When you hear people speaking of search criteria all you need to remember is that the search criteria are the bits of information you asked the server the librarian to look for in each record You send your request your search request to the librarian the server and the librarian returns the results of the search The results are E N Ho matching locations found Warning Figure 7 4 If Vision does not find a scheme with the ID number you have entered it will inform you that it has found no locations schemes Chapter 7 Finding schemes Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A7 3 Volume A Basics PNC3 Vision all of the bits of informa ET tion the librarian has rem Samir Address Cronre
405. saver preferably to become active after about five minutes Chapter 1 of this volume explains why this is particularly important Who should you be As the manager or supervisor of the control centre you need to log on as three different users anormal operator e a Vision Manager who is not an NT Domain Administrator but has all rights within Vision e a NT Domain Administrator who automatically has a restricted range of rights within Vision If you wish to handle calls then you need to log on using the username and password you should create for yourself as an operator If you wish to configure backup or perform a range of other management functions then you should log on using your Vision Manager username and pass word Only if you need to create or delete operators or change forgotten passwords should you log on using your NT Domain Administrator password The MANAGER username and password is an NT Domain Administrator You will need to create other usernames and passwords for your slides E other accounts The section i hapa hep Pre eee a towards the end of this 1 Create Micr eoll Per Clics aniy 2 Sein a dala prii chapter deals with the 3 Sel up a cor en Sonne steps that haveto betaken when an operator forgets Figure 3 6 Once you have created an operator you will be advised as to what steps need to be taken next his or her password C3 4 Chapter 3 Creating and configuring operators Documen
406. schemes and dwellings to residents and contacts However the Options menu also allows a number of other functions The first three items of the menu shown in figure 9 6 allow you to create a new dwelling find a dwelling or open a dwelling For this last feature to open a dwelling you have to know the exact identification number of the dwelling It is also possible to create a resident Residents can only be created using this Options menu in the dwelling frontsheet see figure 9 6 There is no other place in Vision where this can be done As we have seen in an earlier chapter contacts can be linked to either the dwelling or the resident It is also possible to edit or delete either the dwelling or the resident using Amend and Delete from the Options menu see figure 9 6 Notes can be attached to the dwelling resident or contact simply by clicking on either the dwelling or the person you want to create a note for and choosing Notes from the Options menu We will deal with notes in a little more detail in the next section We will also deal with incidents in Chapter 5 of Volume B Equipment and invoicing will be dealt with in Chapters 1 and 6 of Volume B respectively Close and Display closes the frontsheet and shows the details of the dwelling in the Location Summary display The order in which residents and contacts are shown in the Location Summary display is determined in the Dwelling frontsheet You can use the Reorder menu to move res
407. se for this sort of problem isthat you have a different password for Windows NT and Vision In other words you have one password to log onto Windows NT and another to log onto Vision If this problem occurs you must inform your control centre manager or administrator as only a control centre manager or administrator has the privileges to fix this problem Creating a dwelling In this section we will go step by step through the task of entering or creating a record for a dwelling a house or flat As we go through each step we will consider the information we are entering in detail You can follow the steps you need to take by reading the headings below Choose Dwelling from the Data menu and then click on Create When you select Dwelling from the Data menu you will see the brief search window shown in figure 5 5 As the name suggests this window is for undertaking searches We will deal with it in Chapter 7 All you have to do when you see it is click on the Create button FAUL Ho call queued n Cal eee Coire Han Scheme L CT E aiai T densk E Char er Li dant as l Crease Aubvarced Find Cancel Cadet Figure 5 5 If Dwelling is selected from the Data menu the Brief Find window appears Click on the Dispersed radio button The Create button shows the Dwelling form see figure 5 6 At the top of the window you will see two radio buttons one labelled Scheme and the other labelled Disper
408. se you require the Backup privilege see Chapter 3 of this volume for a description of the different privileges operators can possess Select Backup from the System menu and you will be presented with the window shown in figure 5 1 The first choice shown in figure 5 1 takes a copy of the database and passes it to the archive station where it is stored on the archive computer s hard disk This activity should be performed once a day The second choice takes the copy of the database stored on the archive station s hard disk and makes a copy of it onto atape The third choice takes a copy of the database from the server and copies it onto tape Backup Pestore Options Backup may be pestosned 26 a oeps or henepess operation Hobe thst restonstion of fe backup In the dalahar i ari Aline piorar Database Backup Backur Hesse HTT al 12S pages 4 compleis E Database gt Slaton l Tape gt Sabon E T Staion Tape Staton o Database Etre bre efi SD ee 24 cee IAE Pigtsbace backup slated po irra OFF LIHE d gbase baokur slated ininal Ao probleme delecied GE Figure 5 1 To backup the database just select the option you require and press the OK button C5 2 Chapter 5 Backing up the database Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision The advantage of the second choice of copying the database from the archive station is that the
409. search you want to restore see figure 7 21 Next click on the OK button and you will find that your search criteria have been put back into the various fields in the search form Retiee Semch Critesis Gare Mare MYCAITEALA MTICHITE Fi Cie c ealed ig math as a E Citati By LAS Februar TI 16 4 fl Leal Mod Figure 7 21 Search criteria can be restored by clicking on the tab by the name field Chapter 7 Finding schemes Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd A7 11 Volume A Basics PNC3 Vision Search results The Edit button Desk Lit Es KR Find Scheme Onions ETS When you perform a search Vision will show the ri records it has found in a list If it only finds one aps Harms record then the details of this record will be found an Address Sheet If there is more than one record found then the Address dues records are shown in a list The Sort menu see Akran Term Address County figure 7 22 can be used to determine the order in wach Address Postcode which the records are listed Records can be listed by their scheme identification numbers or accord ing to different fields in their addresses Figure 7 22 The Sort menu can be used to determine the order in which the records found by Vision are displayed Scheme Briei Find ze Scheme Let Found List 9 Scheme Ident 511 Location Sum Deine Lai Edd
410. sed Remember a scheme dwelling is one that is part of ascheme or grouped alarm These types of alarms are for sheltered Chapter 5 Creating dwellings residents and contacts A5 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision si Create Dwelling Location E Liptiona Dwelling TT Codes BS Codes Uweling Fo a k Fe Dipi Al Phora Me l Shorty Home Motel Tee Dweling Location Characiuriiiire S Tht Mama ee TE SRE Humber Shee Change Curent Choice Postoode Figure 5 6 The form for entering information about a dwelling housing where residents live in groups often with a warden A dispersed unit is a home commu nication unit with its own telephone line We are going to create a record for a dwelling with a dispersed unit and so you should click on the Dispersed radio button Enter a number in the Unit Ident No field When you click on the Dispersed radio button you will be told the range of values that are allowed for the Unit Ident This term Unit Ident is short for unit identification number This is the ID number that the home communication unit sends to the control centre In other words this is the link between the home communication unit and the record of the address and other details asso ciated with the dwelling see Figure 5 7 The reason you are reminded to enter a number and why you are not allowed to enter any
411. sed to find calls from a variety of sources Since version 5 3 of PNC3 Vision this includes ordinary telephone calls such as calls from contacts Found calls Calls that have been found will be displayed with their date and time their scheme and unit identification numbers as well as the bers in order to refine the search type of call and the reason for the call Any manually created calls will be shown in red You may notice in figure 11 3 that each scheme call creates two calls The first one is from the scheme and the second is from the speech unit that raised the alarm Scheme calls were dealt with in the last chapter To recapitulate each time an alarm is raised using a speech unit connected to a scheme controller the controller rings the control centre and passes its unique scheme iden tification number This creates the first call It then passes the identification number of the speech unit that has raised an alarm and this creates the second call in the call histories log Using the advanced Calls History search The advanced Calls History search window also allows you to search for any type of scheme dwelling or security dialler call and all of the other categories of calls that can be searched for using the brief find window It is important to know that the Calls History records calls made from Vision as well as calls made to a Vision control centre Call actions and reasons The Advanced Find window also allows you to
412. see a reminder when it becomes due A question you might now ask is what would happen if a parked call destination was set so that only the owner the creator of the call could see it and a reminder became due when the owner was not logged on The area called If Parked Call Owner Not Logged On see figure 10 25 addresses just this issue Here you can set a reminder to either expire quietly Do Noth ing or be shown to all users even though the parked Call Destination is not set to All Users Of course if the Parked Call Destination is set to All Users then this is not an issue and this lower area will be displayed as disabled Notes Making notes on a call you are parking can be helpful later when you have to return to the call and remember why you needed to call the person in question The Add Note button see figure 10 22 and the Add Notes menu item both call a standard notes window for an explanation of notes see chapter 9 of this volume However you must remember that the note is attached to the parked call not to the dwelling or the resident Consequently when you delete the parked call you also delete the note If you want the note to be permanent then add it to the resident or the dwelling rather than the parked call Notes attached to parked calls should really be reminders as to why you are calling A10 16 Chapter 10 Handling calls Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tu
413. send these reports to others connected to your computer network via electronic mail i utpat Deech also referred to as just email F Ged Ta Prine ee F 5 i Pont ar 5 The print preview window see figure 9 22 allows nine Pree Selected C Mad Recipent you to move forwards and backwards between pages using either the Options menu or the video like fast F forward and rewind buttons It is also possible to zoom Eis Saup OF Canal in and zoom out from the page again using the mag Figure 9 21 Step 3 the global edit window is nifying glass buttons or the Options menu used to select the new owner from the owner characteristic Chapter 9 Viewing and editing data A9 13 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision What is electronic mail If you need to under stand how the email software on the Vision computer works you should refer to the documentation that comes with Windows NT the operating system that runs on the Vision PCs However electronic mail is just a way of sending text from your computer to other operators at the press of abutton To send areport via email all you have to do is chose mail recipient from the Output area of the print window see figure 9 21 If you experience problems getting this featureto work then ask your control centre manager or administra tor to ensure that you have an email username and password Print
414. server will be left free to provide data to the other call and data stations and will not be burdened with this back up The disadvantage of copying the database held on the archive station is that it may already be several hours old Restoring the database The other options in the window shown in figure 5 1 will restore the database copy from a tape onto the archive station The other option will replace the copy of the database on the server with the copy on the archive station It is recommended that you do not use these If you experience problems you should call a Tunstall Engineer who will assess the problem and if necessary restore the database using these facilities Routines Equipment To follow the recommendations for using PNC3 Vision you will require at least 18 tapes for performing backups and an approved fire safe located in a separate building at least 500 metres away from your control centre Automated backups to the archive station As mentioned earlier you should backup the data base onto the archive station once a day This can be done automatically and the next section explains how database backups can be performed by Vision at any time you select even 3am Weekly backups You should use at least six tapes for weekly backups of the database onto tape You should use one tape per week i e use tape 1 and then next week tape 2 and then the following week tape 3 etc This way you will have copies of the database going ba
415. sh Summer Time in the UK are dealt with by the Windows NT operating system Vision takes its time from the Win dows NT operating system and will automatically adjust its times providing the settings in the Regional Setting Control Syrien Conkquretion Panel for Windows NT is TT Scheme ES Codes ES Phicwities Secunty Codes correct Emic 1 Bane 2 UM Versions TTS Locations TT Codes Ringing Volumes jaus 15eL oui Dagh Sawing Times The Daylight Saving intial Vodure Stet a DET 77 March 1357 20000 am Fields shown in figure 2 7 nn an nent 5 Enaanst 23 October 1567 30000 ar are used to enter the Mn le Staff Fiata times and dates of the FralWoure 17 Werking Pate Lang r change over from one PAU fe A Conbol Cente Telephone Tank List Length 1 gt time period to another a Hk A Tr and are needed to pro Teshechuces Mumie Ei a ij gram PREMIS and Piper PEK Dial Oui Pree 3 PT units PREMIS handles ww creu the calls from Piper PT ee Tee ONS SSS Figure 2 7 The Basic 2 tab in the System Configuration window offers a and hands them on to Vi varied collection of options from adjusting the volume of ringing when a call arrives to setting the times for staff rotas C2 6 Chapter 2 Amending Vision s configuration Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Staff Rota sion
416. shifts at the same time as each other This results in a surge of calls around 8am and 4pm and sometimes at other times in the day This means telephone lines can become blocked as wardens try to get through Wardens can become frustrated but more seri ously alarm calls can be delayed What are background calls Background calls address this problem If background calls are turned on enabled then wardens use their handsets to send a message to the scheme controller to say they have come on site or are go Figure 6 7 Wardens use their handsets ing off site The scheme controller calls the Vision control to tell the scheme controller that they centre and Vision automatically updates the database to have starte their shift A6 4 Chapter 6 Schemes security diallers and related data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision record whether the warden is on or off site The warden does not need to speak to a call operator as Vision does all of the work Each call takes just a few seconds and so many more calls can be handled What about passing information to the Warden Sometimes however the control centre needs to speak to the warden Often there may be a note with some information the warden needs Maybe Mrs Smith has fallen and gone to hospital while the warden has been off site Maybe Mr Robertson called to say that he has run out of milk and is afraid to go out
417. sis capabilities are only available to centres with the appropriate LIM hardware Periodic calls These calls were explained in Chapter 5 of this volume Home communication units within dispersed dwellings can be set to call in every so often usually every 28 days These calls ensure that the home communication unit is still working Again these calls are handled by Vision in the background without the involvement of a call operator Service calls These calls are dealt with in Volume B of the user manual Service providers are people and organisations that provide services to residents such as delivering hot meals These provid ers often have to use the resident s home communication unit to contact the control centre to say that they have completed their work Sometimes they use Piper PT for this and some speech units working with Communicall scheme controllers can also be used for creating service calls These service calls are dealt with by Vision in the background without the involvement of a call operator Chapter 10 Handling calls A10 19 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Internal calls Internal calls can be created by the server In other words Vision can create calls even though there is no call on the telephone lines An internal call is just a way of alerting the call operators to an event that needs attention Overdue periodic calls If a home commu
418. sses Ferfomence Anning B Pinter on Slaton Aunming has hung or frozen often referred to Pace 1 CPU Usage Of Mem Usage 412006 ETEDI as not responding can be ended us Figure 1 6 Windows NT Task Manager can be used to end or kill ing Task Manager processes It can cause great damage Windows NT Task Manager can be used to stop Vision running and it is advised that you strongly discourage operators from ever using Task Manager Vision is not just one piece of soft ware but a large number of pieces of software that interact together In total Vision has almost one million lines of program code and using Task Manager to end applications or processes used within Vision can crash the whole control centre For example ending an application such as LIMnet Arbitrator which runs on the server will have no immediate effect Some time later possibility several hours later call handling may seize as no calls can be handled for a period of several minutes or more In short all call handlers and data operators should be strongly discouraged from using Task Manager If Vision apparently freezes or hangs then they should wait at least one minute before taking any action Vision has been designed to automatically handle a wide variety of situations and problems Call and data stations should not be restarted unless there are persistent and severe problems c1 8 Chapter 1 Amending Win
419. sses are running Different applications can have dif Comet Te ferent processes underway However as a user you cannot be sure which proc Cal Notificstion esses belong to a faulty application an application that is performing as it should or a process that is an integral part of the operating system Conse fie paola Satin quently you should never kill or end a process killing an application by select Figure 4 4 ing it and pressing End Task will also kill its processes Selecting Re initialise from the System menu can Reinitialise resolve serious problems without If the above does not resolve your problems then select Re initialise from the Causing the 2 disruption a reboot System menu see figure 4 4 This resets the station and requeues all calls ER sane Restart This can resolve anumber of problems without the need for the drastic step of rebooting the station If none of the above steps resolves the problem with the station then you may need to restart the station You should do this be selecting Restart from the Start menu in the task bar You should only press the reset button on the computer casing if this fails to work You should bear in mind that restarting the network master can cause considerable disruption to call handling When the network master is restarted another station will take over as network master and all calls will be requeued Once the network master has restarted it will take over being network
420. stallation the engineer should set up any printers you wish to use However should you need to set up a printer then connect the printer to the server following the printer manufactur er s instructions The key point during installation is to make sure that the printer is set to be shared If a printer is shared then it means that other computers on the network can see the printer and send documents to it Once the printer is set up and turned on test to see if you can print a simple document from the computer connected to the printer usually the server Next every user needs to use the Add Printer Wizard see figure 1 2 E Wyp Comgutes Fis Be y 2 Pines EE gt 2 fF 83 CE Floppy id 2 Ci Cortal Panel oo Printer 1 P inberz Ioi Fie Ed view Hep arme Moe You can select Printers tonte ey Comouter windows or ren the Siar rany Figure 1 2 The Add Printer Wizard will take the user through the process of adding a printer icon to the Printers folder for a selected printer Chapter 1 Amending Windows NT settings c1 5 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision A problem you may encounter Let us ELA imagine that an operator called Sarah adds casa as the new printer while she is using Call Sta zu Daia tion 1 Next day she logs onto Call Station E pd Date 2 but cannot see the pr
421. stop This can be useful if you know that Mr V ore is about to move to another location or if he has died Chapter 6 Invoice Manager Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd B6 5 Volume B Advanced PNC3 Vision E Client Data Cieni Deisis Adis sal Flads Bdemoldent En Guna Sireni Fac rare Cipre hes DEE HD Irreverarag Delais Farin Agagu Ne HIRM C Agency pisi Franc ul Fperra Stop imacre Tik Lant Hare Fest Name Figure 6 13 You can set the client details using this window You can even allocate a contact as a financial representative amp Inoa Hiiap Search breie Hursti FE Authionty fe 0 bate lue CS Status Lemond Pending Appuni Humbi k Spoed Gree _ Generate Todap _ Em Cancel Figure 6 14 You can search for invoices using account numbers date of issue etc Regular items Once you have set up a location in Client data then you need to add ther egular items that will be invoiced Y our choices will have been determined by the entries made when Invoice Manager was configured You can also add e xtra items Ane xtra item will appear onthene xt invoice and then be deleted i e it will appear only once Invoice Histories Once you have set up Invoice Manager using the configur eoptions and enter ed your client data then you need to generate and issue your invoices Y ou do this by selecting the Invoice me
422. t are attached to the Cromwellshire Authority i e they have Cromwellshire in their Authority field Privileges Every user has to be assigned privileges In other words the rights to take some actions For example some users might have the right to view resident records but might not have the right to edit or delete them The Privileges tab see figure 3 9 allows access to these privileges You should always set the operator s privileges when you create an operator otherwise they will not be able to access any part of Vision In previous versions of PNC3 privileges could only be set as Level 1 through to Level 4 Now privileges can be individually tuned so that specific privileges can be given to individual operators The Operator Defaults buttons of Standard Senior Supervisor and Manager correspond approxi mately to the privileges in Level 1 through to Level 4 Urgenieslion Opesabo Operator Firaleger Frralege Grug Dada Pina fia Piri Create Ed imid S cu Diskes Fi LF Fi y j 7 KT Adminis Equpsent z 7 Fi M G keir Cale History FA FA L E E Serene Hairy f F E zen Dre D laia Ongaraiabeore Fi I F Fi sm is era wi nz u m Siardard Global Parheqgu Senke Call Modification FA mi Speer Configuration HH Super lter Den Passo a De Aller Any Faro xl Figure 3 9 Privileges can be set individually or default groups can be set using the Operator Defaults buttons C3 6
423. t be interrupted by calls while they are working on something else System Configuration An operator with this privilege can alter the system configuration by choosing System from the Configure menu Normally only managers have this privilege Alter Own Password An operator with this privilege can change their password by selecting Alter Password from the System menu Alter Any Password An operator with this privilege can alter the password for any user if he or she selects Operators from the Data menu Normally only managers have this privilege Receive Referrals An operator with this privilege can receive resident referrals Care managers should usually have this privilege in order that they can receive information on those for whom they care Backup An operator with this privilege can back up the database onto a back up device such as a tape drive Restore An operator with this privilege can restore the database from a back up device Nor mally only a service engineer would need this priviledge Purge Calls Histories An operator with this privilege can purge i e remove calls histories that are older than a selected date Purge Service Histories An operator with this privilege can purge i e remove service histo ries that are older than a selected date Purge Invoice Histories An operator with this privilege can purge i e remove invoices that are older than a selected date Purge Event Log An operator with this
424. t light on the front of the CLI box will light when an internal fault has occurred see figure 10 32 If this happens then you need to call an engineer Each line has two lights The red light for a line shows that power is connected and the green light flashes when CLI information is being received The other two lights on the front of the CLI box provide engineers with informa tion and can be ignored If you suspect a problem you can check your configuration You can have up to four CLI boxes connected to your PNC3 Vision Each box can handle four lines with all four boxes that is sixteen lines in total Box 1 connects to lines 1 2 3 and 4 Box 2 connects to lines 5 6 7 and 8 and so on The first thing you should check if there are problems is the DIP switch at the back of the box see figure 10 33 This switch is set to 1 2 3 or 4 depending upon which lines you wish the CLI box to deal with If switch one is down then the box is designated as box 1 if switch two is down then the box is designated as box 2 etc After checking that the DIP switches are set correctly you should check the connection to the telephone lines The Line 1 socket in the CLI box must be connected to the Line 1 telephone line for PNC3 Vision in CLI box 1 Likewise the Line 2 socket in the CLI box must be connected to the Line 2 telephone line for PNC3 and so on If the telephone lines are not connected properly then for most of the time CLI just will not work
425. t make periodic calls Consequently if you search for periodic call dates or intervals you will only be shown the records for units at dispersed dwellings Finding dwellings with certain residents The Advanced Find window for schemes allows you to find schemes with particular contacts The dwelling Advanced Find window also allows you to find dwellings with particular residents This is an important concept to grasp You can only find locations such as schemes or dwellings you cannot directly find residents If you ask Vision to find a particular resident then it will show you the dwelling where the resident lives As you will note from figure 8 7 besides being able to search for a resident by name date of birth social security number Piper PT reference or characteristic it is also possible to find resi dents with particular keywords such as Angina or Asthma You should also note the Range but tons by some of the fields You should recall that these buttons allow you to search for a range of dates of birth or social security numbers etc Finding dwellings with certain contacts As before the contact page in the search window allows you to search for dwellings with a particular contact Vision will search for contacts that are attached to either the resident or the dwelling For example if you ask for a home help contact and this contact is attached to a resident rather than a dwelling Vision will find the dwelling anyway Anothe
426. tabase applications If you are experiencing prob pret eee lems accessing the database file Opto Yew Help i e records cannot be re Applications Phoosmes Peilomance trieved or searches that should CPU Usage History work do not then close all da tabase applications Examples of database applications are Dwelling and scheme find win MEM Lisage Memory Usage History dows location displays any thing that can search for infor mation of that can display in Tolada Practical Mers IK formation from the database Herde 17 Total mep Rt z Thasads 130 See ed An application is hanging Processes 3 Fie Cache Hi Very occasionally and applica Cosi Chage iK Kemal Hieray IK tion can hang Indeed one of Las AD Tam LE Las Sr 4 Page Are the reasons for the move to Pitak 44540 H rpagud ane Windows NT was that an ap Fintecser 15 CPU Usage 00 Herm Usage SE F ETHAE plication that goes wrong can _ _ _ _ _ _ _ Figure 4 2 The Performance tab in Task Manager shows you how much not crash Windows NT and CPU time is being used every other application But how can you be sure that an application is hanging It might just be taking a long time to perform its task The answer is to use Task Manager You can get to the Task Manager window by right clicking on the task bar at the bottom of the screen However you
427. tation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Creating operators To create an operator select Operator from the Data menu at the top of the screen and then select Create from the Options menu in the Operators list see figure 3 3 You will be presented with the window shown in figure 3 7 From here you can enter the name address and telephone number of the operator as well as select their Type and Authority Care Manager Dperahos Operator Prideges Type l Srandwd are Manege Social Senices Figure 3 7 If the operator is a care manager or an organization then only the user ID and password is required Operator types There are four operator types Standard Care Manager Organisation and Social Services Most of your call operators will be of the Standard type All other types restrict the access the operator has to Vision Care managers can only access the records of residents for whom they are the care manager they cannot access any other records An operator from an organisation can only access records to which their organisation is linked A social services operator can only access residents with a social se curity reference number To create Care Manager and Organisation operator types the care manager or organisation in question must already exist in the database as a record In other words if you wish Jane Smith who is a
428. ter has TT opened the Windows NT op mimi Cai erating system i e got it from storage and put it into its memory it takes roughly 30 seconds longer to open the Vision software Once this has been done you will be able to see a menu at the top and a task bar which is usually at the bottom You can choose most of NC Coque Helo Scene Dual a 5 etum E quipmerd Duran Ipe Person Foa reise iert Daa sions b Mansgement Reports JTslsphons Dieciony Address Book the things you want in Vi PStat se MIKE Mo calls a E Flower on Station 1 40 sion from these menus YoU Figure 3 7 The menus at the top of the screen allow you to choose the click on the name of the actions you want the computer to undertake The task bar at the bottom of menu and a list of choices the screen allows you to switch between different programs appears At the bottom of the screen there is a task bar This shows the names of the different pro grams that are running You can click on this taskbar to move from one program to another For example imagine that you are using one program to write a letter to a resident You might also be using another program to look at the data on that resident You can switch between these pro grams using the buttons on the task bar The example of writing a letter is used only to illustrate how the Windows NT operating system works Tunstall recommends that call stations are only used for handling ca
429. tes in that they have a checkbox called Related which is used to record whether the information has been passed to the warden see figure 9 10 Secwwity Dialer Ident 69 Desi Lit Edt Fra Fra Persons Attack rivages Spaten Street 1 i 3 aj 5 5 7 g Options Figure 9 16 Security dialler information includes the location codes A9 10 Chapter 9 Viewing and editing data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision E Organis sai cart Busines Hong chelered Figure 9 17 PNC3 Vision has been albe to display organisations in the Location Summary window since version 5 3 The security window If a security dialler is displayed using the Location Summary display then the window in figure 9 16 is shown This window includes information on location codes the numbered codes that indicate the type of alarm that has been raised such as smoke alarm movement detector etc The organisations window If an organisation is displayed using the Location Summary window then the window in figure 9 17 is shown This window includes information on the services provided by the organisation Lists and global editing Lists are used to display records of the same type see figure 9 17 which shows a list of dwell ings In common with some other windows in Visio
430. th The steps needed to find information within Vision will be dealt with in Chapter 7 of this volume of the user manual The chapter firstly deals with the practicalities of logging on before stepping through the actions and information required to create a dwelling As these steps are each considered the significance of the data that is being entered is explained The same approach is then taken for creating a resident who lives in the dwelling as well as creating a contact for that resident This chapter also explains various features and ideas associated with the data being entered in A cluding UNG Prase CH A Delite boing on e text correction e telephone number formats Figure 5 1 In order to log onto the system you need to ask the computer for the log on dialog box The computer will remind you that to do this you have to press the control alt and delete keys e periodic calls and TT and BS communication codes Logging on In Chapter 3 in this volume the importance of security was dealt with and need to log on to the system was explained Before you can use the computer you must log on In other words you have to enter your username and pass word which should be provided by who ever administers your system When a Vi Bi cela nama and parerwoed thal is vaki ia thi sion call handling station or data station T gt is turned on it will display the window ali STICHT Basseond shown in figure 5 1 Domain
431. th rings to en quire about progress when you are off shift then any operator should be able to look at the incident history and tell her what has been done and what is about to happen ai Incidents Sesech l aric Incident Alasideri Stat Date E Tas i End Dat EE iieri rar 7 4 Last Names El Lacaton Fir Hama E ee Xs Lint ID E Cae cran LL Esi Figure 5 5 Brief Find is designed to allow you to find single incidents so that you can update them if needed ai incidentit Seacch Advanced pis Sot incident Desing Lisa Erle Acker SchenelD A nine E Ur Ii x Humba E Last Muret FE 0000 County Furet Mans EE Figure 5 6 The Dwelling tab in the advanced incidents search allows you to find inci dents attached to a dwelling using elements of the dwelling address Chapter 5 Incident Manager B5 3 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ai Inciiente Geasch Advanced Onions Sont ricini Dhat Pioneer Stee Dae E Drosnesaion i Tyga Erd Date eo Drosnsation e u incident Nurnber fF 4 Fin E j Incident Stan ooo Tite E Incident Typa Fe dl Lad Name CE rod zk sf Fisi Meme cE bat Stone E tation 5 Create ma Cancel Figure 5 7 The Incident tab in the advanced incidents search is useful for finding incidents that remain uncompleted To find an incident you nee
432. that the periodic call time set within Vision matches the time programmed into the home communication unit A note about TT and BS codes optional At the top of the Dwelling form you may have noticed some tabs labelled TT and BS see figure 5 13 Normally you will not need to enter anything in these tables but you might want to know what they do When a home communication unit makes an alarm call to a Vision control centre it passes a call code This code is a number which indicates whether the integral button in the telephone has been pressed whether the resident has pressed a radio or manual trigger a smoke alarm has gone off etc When Vision receives this code it displays a text message to the call operator The call is also given a priority For example a smoke alarm is a very high priority while an inactivity alarm a warning that the resident has not got out of bed is a lower priority The text messages that the call operator sees together with the priorities given to different types of call are set by your control centre manager or administrator However you can override ya Edit Dwelling Location pkons Dialing TT Coder BS Codes Cal Code Sn ENE Cee criction E 3 u Emake detection kichen Periodic Calls a Canoe Figure 5 13 The tabs at the top of the window allow you to view and set the codes for calls from home communication units A5 8 Chapter 5 Creating dwellings residents and contacts
433. the Scheme menu option will not be shown The Details menu see figure 9 11 allows you to select either the scheme or dwelling details This is particularly useful because the scheme details window is not automatically opened when a scheme dwelling is selected The Details menu can be used to bring the scheme or dwelling infor mation to the front of the screen When Refresh Data is selected this gets the information from the server again This is useful if someone else has amended the information for a location while you have been viewing it The List menu see figure 9 11 will display lists of residents and contacts for the dwelling as well as the equipment that is listed in the database as being present More importantly the Calls History can be viewed This is a record of all of the calls made from the dwelling to the control Chapter 9 Viewing and editing data A9 7 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision centre We will return to thisinthe J last chapter of this volume Chap Lit Est Ein ter 11 It is also possible to list all AL of the same scheme by selecting TE RP ir Freel A Smith of the other dwellings that are part Scheme Dwellings from the List menu Each window within the Loca Date OB Bath March 1934 tion Summary has a small Windows ell sr 65 menu see figure 9 11 The Call Cros oe O25 TH Date of Dead Details menu item
434. the programming process as well as reducing the effort required from the operator e High quality two way speech Version 5 3 of PNC3 Vision offered high quality two way speech when connected to residents using the new Communicall Vision grouped scheme alarm PNC3 Vision version 5 4 now offers this same high quality two way speech for the new Tunstall Lifeline 4000 e Tonepad A tone pad has been added to version 5 4 of PNC3 Vision to allow call operators to enter digits i e numbers during a call This can be particularly useful when negotiating automated call services that require the use of a tel ephone key pad e Call Parking Calls can now be parked This means that instead of putting some one on hold the call is ended and they are placed in a list of people to call back at a later time or date e Caller Line Identification Calls from contacts and others can now be recognised using caller line identification even when the caller is using their ordinary tel ephone When alarm equipment that has been damaged calls the control centre but fails to properly transmit its identification details operators are now warned of a failed alarm and are even shown the details of the alarm that has called in While Caller Line Identification can only ever be considered a secondary back up system for important alarm calls it should prove useful for those situations when there has been large amounts of noise on the telephone line or where older a
435. them as a separate item Heme To add an e xtra select Add fr om the Options 2 sin menu in the Invoice Extras window and you will Isle T2 Esp EI r be presented with the window shown in figur e Use Price al Tome of Irc 6 6 This window is identical to the window used fe se Price Based on Imst Pid to add normal invoice items e xcept that the op Price Charger tion to char ge either in ar rears or in advance is Vaid From not present This is because e xtras ar e one off Hess Ammuni char ges and sor egular billing in advanced or ar rears is notr elevant E Carci Figure 6 6 You can add extra items just as you Tax Codes might a normal item vf Tax Codes and Rates Sei Ei You can amend the rate of V AT byselecting qu Tax Codes fr om the Invoicing submenu as Code Description Fate part of the Configur e menu seefigur e6 1 E Tax Exempt gdi As you can see fr omfigure 6 7 the defaults are two rates of V AT Exempt and Standar d Figure 6 7 The Tax Code window displays the different rates of sales tax VAT You can add further rates oramend e xist ing rates see figur e 6 8 You might note that in addition to a name suchas Ex empt or Standar d each code also needs a letter in addition to its rate This is so that the rate of inter est char ged on an item can be easily shown with just one character Client data Once Invoice Manager has been configur ed you need to decide who
436. this time and date just in per ER Location Detail case the call should have been received earlier You Sd Lal Daas Service Hishaiy Giat Liste Ir June 1930 11 M InchudeLiskeied Calk should select the Service and you should enter the 5 Sekt SE duration of the service task Remember the Dura Cipete 5 tion field is only for timed services and records Cote Col the time the service took not the length of the call Figure 4 7 You can create a call using either the Create button or by selecting Create Call from the has provided the service and then select the serv Options menu Finally you have to select the organisation that B4 4 Chapter 4 Service Calls Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision ice provider You can do this by selecting his or her name from the Provider menu Alternatively you can click on the PIN radio button and enter the service provider s Personal Identification Number PIN instead As you might imagine this information is best collected and entered directly as you take the call from the service provider Unlike some other systems PNC3 Vision enables you to enter and edit data as you deal with a call Croate Call Locsbon chere Le Deisi Lin Id E 341 Cats Anal Time 05 Jure TSS TES ann Duration rar E Sense a5 Plurber Dinge Prowicker Ugerssstion Cnr Trust Figure 4 8 Whe
437. thout the need for the drastic step of rebooting the station Restart If none of the above steps resolves the problem with the station then you may need to restart the station You should do this be selecting Restart from the Start menu in the task bar You should only press the reset button on the computer casing if this fails to work You should bear in mind that restarting the network master can cause considerable disruption to call handling When the network master is restarted another station will take over as network master and all calls will be requeued Once the network master has restarted it will take over being network master again Once more all calls will be requeued For this and other reasons it is suggested that you avoid restarting stations unless you have no other choice R5 2 Documentation Version 5 40 Reference 5 Asking Tunstall for help Copyright 1998 1999 2000 Tunstall Group Ltd Reference PNC3 Vision Glossary Active Describes the window or icon to which the next keystroke or command will apply If a window is active its title bar will change colour to differentiate it from other windows that are open Application A computer program used for a particular kind of work such as Word Processing or Spreadsheet calculations This term is used interchangeably with program Application Window A Window that contains a running application The name of the application appears at t
438. ting the Offset values to jris m Labak Dipan Boo Labels Ar oss E Height al 3390 widhi fon anything above zero moves rewan CRT Let Mancini pa the printed area across and je Mastic Spacing tet 000 Hatortal Specing ME FE down the page If your Vertical Beaded jg io o Horizental Baida Hd CL 200 printer is not printing in the centre of the page these Ok Cancel are the settings you might Figure 8 22 You can edit the label sizes if you wish want to adjust Print Lars Iai ipie For Sze Oise TO AACCASEAVER HP DeskJet G00 Figure 8 23 The Print Layouts window lists all of the printers to which your computer is connected and for which it is configured Print Layout for YNOCHSERWERAHF DeskJet 60 Font fc camer 7101 Change _ Prepunted Sisir Offset Ole mem YO 0 mm Chose Figure 8 24 You can edit a print to set the font and font size used during printing Chapter 8 Finding dwellings residents and contacts A8 11 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Searching and forgetting The Vision database is specially rer designed to make sure that it is I Erbse fODEC CuvedConnec on nel open not comectedio SOL datshas very fast When a call arrives from dk Fees ICE Derr mcr epee connecte EIL dalaha a distressed resident it is impor OF tant that the call operator has the resident s
439. tion Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Scheme Fe Location Coast Egipet sheme dent E Mode fe el Dice orcs E Teepe Ho Boo Auris i Scheme Telephone H liriko cephane Ma Equomert Addess landen Bachgound Cale Name Ona Site x i I Chsiacierisics EEE BE Figure 7 12 The Advanced Search window allows schemes to be found using a wide variety of search criteria There are so many criteria that they have to be laid out on two separate screens which can be reached by clicking on the tabs marked Location and Contact at the top of the window have someone called Smith as a contact We will return to this point later For the moment it is important to remember that the advanced scheme search only searches for schemes If you search Figure 7 13 The information on a badly written note can still be enough to find the relevant infor mation if you know how to use wildcards for all of the schemes with someone called Smith as a contact Vision will show you a list of schemes not a list of contacts called Smith Wildcards One aspect of the advanced find window you may have noticed is that all of the fields contain percentage characters The percentage character is a wildcard To understand what these are and why they are used it will be helpful to consider searching for a scheme Imagine that you receive
440. tions menu see figure 9 14 Incidents are dealt with in Chapter 5 of Volume Chapter 9 Viewing and editing data A9 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision FM Scheme Ident 511 3 Desk Lit Edt Eii Equipment Haven TIC Sichere Fuckers Ye OISE UBS Ne Die Abbey Ho WBENFESDENT Mrs She Jones Figure 9 15 This is the only place within Vision where warden notes can be created viewed and edited B of this manual Incident manager allows information on one off incidents such as a leaking roof or an injury to a resident to be reported recorded and tracked The scheme window The scheme window is much the same as the dwelling window In order to see this window you will usually have to select Scheme from the Details menu see figure 9 11 This is not the Details menu for the Residents window but the Details menu in the larger Location Summary window You can add notes using the Notes button see figure 9 15 although you must remember that this will attach the note to the scheme not to the dwelling or resident You can also use the Warden on and off duty radio buttons to change the warden s status These buttons are used to keep a record of whether the warden is on or off site You may also recall from the earlier section on notes in this chapter that warden notes can only be added here Warden notes are different from other no
441. tions menu and you will be presented with the window displayed in figure 11 46 4 If you select the Use as default for this equipment checkbox then your saved settings will automatically load whenever a Lifeline 4000 is being programmed You can have one default set for each type of dispersed unit you program Later you can use Restore settings to load in your saved set In short this is an economical and reliable way of programming multiple home units Saving time One way of ensuring that the programming process is as quick as possible is to make sure you program only those parameters that need programming For every parameter you program you add to the time the programming process will take As Lifeline 4000 for example has a large number of parameters then you may find that programming it takes a long time if you attempt to program many settings Your saved settings should only include the key parameters that are important for every home unit Using Enquire to discover the settings in many parameters can also take a long time Chapter 11 Call histories dialling out and programming A11 33 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Home unit capabilities In selecting a home unit it is often important to understand its capabilities To assist you in this an item called Information has been added to the Equipment menu If you select a piece of equip ment and then sele
442. to as details display and even a call this message frontsheet with its links to other records e g for contacts Vision displays a summary of both see figure 7 10 This location sum details display shows key information on the scheme as well as a summary of other linked records such as contacts If the server finds more than one record in the database that matches your search criteria then it displays all of these records in a list see figure 7 11 with just the identification number and address of each scheme that has been found If you double click on one of these records in the list then just this scheme will be displayed as a location summary see figure 7 10 Chapter 7 Finding schemes A7 5 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision W Scheme Ident 511 ARE Detak Lit Edt Fin Equipment Haven TIC Schema II ee fakes Office On at fees Ho Uris E Add Hoas Aid Hiag Background landen Calk Ershad Daak 2 Adder Hre Erica Smith 4 iiti gr bey by Estates Mare W DEN AESDENT Kira Shela Jones NE Abbey House T h H Figure 7 10 If the server finds just one record that matches your request you will be shown this summary of the record and related records ya Scheine Liat Loree ll Fleis Guess Steel Paddock Cornell crore The Crot 23 Herlow Streel Poddock Cromwell Cronres 513 z i Wehitamoor Lodge 56 Greci Ormsby Aonad
443. to store information It can store a lot of information and get it very ER Figure 3 2 Hard and floppy quickly Hard disks are hidden inside the computer and so you do disks store information or not normally see them data A3 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Floppy disks are the small disks you sometimes see people put into computers or take out They are useful for transferring small amounts of data between computers but they cannot hold much information They are also slow and not as reliable as hard disks Computers have other storage devices Tape drives are large tape recorders They are used to make copies of data held on the hard disk of the computer just in case the data on the computer becomes damaged in some way Figure 3 3 Tapes and CD ROMs also store data They are slower than a hard disk but are useful for storing back ups extra copies puters They are like hard disks but slower They are of data in case the original copy on the You may also have seen CD ROMs used with com used by computer companies who need to send com computer s hard disk becomes damaged puter data to lots of people Their real advantages are that they hold a lot of data and they are cheap to manufacture The computer monitor or screen is just a special type of television that shows you what the computer is doing The mouse is a pointing de
444. ton Maybe a visitor pressed the button such as a health worker Maybe a visiting daughter or curious grandchild has pressed the alarm button This is more important than it first appears Vision keeps a record of calls This record is known as the calls history and will be dealt with in more detail in Chapter 11 of this volume However location is important not only because residents are linked to locations such as the sheltered or individual dwelling where they live but also because the records of calls made are records of calls made from an alarm or unit rather than records of who made which calls For the moment all you have to remember is that everything in Vision works around locations Vision knows which calls came from which locations or addresses because it receives the unique equipment identification number from the alarm or telephone for each call as the diagram in figure 4 15 indicates Chapter 4 How is data organised within Vision Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Forms and Frontsheets Every resident record has the same type of information as every other resident This includes date of birth age first name second name etc This information is always displayed in the same layout or form The form for a resident record is shown in figure 4 16 When you find tell the computer to search the database view or amend the data or information on
445. trators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision e Contact Types Service Types Organisation Types e Keywords e Management Reports Batches e Invoice Agencies e Invoice Items e Invoice Extras e Tax Codes e Incidents Incident Types e Incident Status e Incident Action Status e Notes Once a purge is underway you will see re Does um the window displayed in figure 5 9 Note if you press the Stop button this will halt the purge but it will not undeletethe records and histories that have already been deleted The progress bar will show how much work has been undertaken and how much more work the server needs to undertake to complete the purge If you do not purge weekly as rec ommended then you will find that purges take a long time to complete After a large purge such as a purge covering several months of histories Elapsed Time 00 00 43 Calls Histor puege date 1 207 12 00 AM dl of SSS Calle Hecioug seconde pagad vp bo 17 1 49 PM you should perform a manual backup Figure 5 9 If you do not purge weekly as recommended then from the server to the archive station purging can take some time The progress bar provides some idea of how far the purge has progressed i e you should backup from the Page Database hea Purge Late Calls Hitap Senma Helo Evan Licey Incsdent Histo Equipe Hiha Irv sce Hiii Managemen Aepul Uidir ehe re au
446. trol centre with a warning trigger an alarm call to the control centre if the tem perature falls below a certain level Intruder alarms Tunstall units can also be linked to all sorts of sensors for detecting burglars and other unwelcome visitors Whenever a sensor is triggered the Tunstall unit will send a message to the control centre to say which detector has been triggered and the operator at the control centre can immediately telephone the police Fast dial numbers Not all of the facilities in Tunstall units are there to send alarms Some units have several fast dial num bers With just one button press the resident can call their favourite number maybe a friend or a relative However unlike normal telephones the Tunstall tel ephone does not need to be programmed by the resident Staff at the control centre can connect to the telephone and enter any numbers the resident requests As far aS an average resident is concerned a Figure 2 7 Many of the sophisticated Tunstall unit or telephone is simple and straightfor features of a Tunstall home communication ward Underneath it is a very sophisticated piece of unit can be set directly from the control centre This means that the owner does not need to worry about any hidden complexities equipment It works together with a Tunstall control centre to reliably provide a wide range of advanced facilities A2 4 Chapter 2 Telephones and control centres a guide f
447. ts from the Data menu whe k o oO The Brief Find window see figure 8 11 Feat Marne eS does not allow you to search for contacts by Crese Advanced me Est identification number This is because con E PE a tacts do not have an identification number Figure 8 11 The Brief Find window for contacts allows Only locations such as dwellings schemes and you to search for contacts by their title last or first names A8 6 Chapter 8 Finding dwellings residents and contacts Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision FH Contects Advanced Options Sot Conso Type x Aaii r FF ATA Contact C Core Manager Contact Agder Contact Name Hame 3 Tile E Km Lad Nene wa E Fast Hams kx kes ET Contact Telsphure Tom F Telephone Humber County C Scheme Friends Contact Telephone 2 M Mol Asltrenced By Any Locair Reden Telephone Number C Schere Find Figure 8 12 Finding contacts using the Advanced Find window includes an option to find any contacts that are not linked to any location or resident security diallers have identification numbers Instead you can search by the contact s title first and last names The advanced find for contacts allows you to find contacts by all of the fields dealt with earlier However there is a further option of finding contacts not referenced by any location
448. ts with the keyword angina Vision can find these residents and display their names and addresses to you Vision will look into its database find the information you have requested and then show this information to you This is called finding or searching These two words are used interchange ably Why search When a call is taken by a PNC3 Vision control centre the com nn puter will automatically find the details of the dwelling the resident and the contacts for that resident If Vision can au tomatically find information then why do you need to know how to search for information The Vision system finds call information by matching the identification number transmitted by the home communica Figure 7 1 The advantage of a tion unit or scheme controller and matching it to a record sophisticated relational database with the same identification number in its database How such as Vision is that it can be used to ever if you need to find information other than when a call 4uickly find information even when it holds information on tens of thou sands of residents A7 1 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision has just arrived then you need to tell FAT Vision which record you need wei E ooo You might need to find a record to check some information Maybe his L ee in re you need to check information on a F
449. tten are automatically entered It is also possible to set deletion dates after which the note will be automatically removed from the database because it is no longer of use When you choose Notes Bote bor warden on Scheme 411 from the Options menu of the frontsheet see figure 9 8 or len By tan On from any other point in Vision Eee ri you will normally be presented with a list of all notes for that Figure 9 10 Warden notes have a tick box which shows whether the record see figure 9 9 This list information has been related to the warden displays all notes for that record and the Options menu that in this notes list allows you to view and edit a selected note or delete selected notes You can also create new notes or print selected notes However if there are no notes for that particular resident dwelling or contact etc then you will just be presented with the window to create a note see figure 9 7 A9 6 Chapter 9 Viewing and editing data Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Warden notes The notes that can be left for wardens are a special kind of scheme note They canonlybe d Soe O11 Unit 4 accessed from the Location Summary Unlike any other sort of note warden notes also have a related box This is just a box that can be clicked to produce a tick mark see figure 9 10 Warden notes are used for reminders and other
450. ty calls are answered Calls waiting to be answered are displayed in the Calls Waiting window Their order is deter mined primarily upon the priority of the calls that are waiting For example if there are several mains failure calls and a few integral button calls that have all arrived at once a smoke alarm call arriving a little later will be shown at the top of the list This is because it has a very high priority It can even interrupt lower priority calls that are already being handled i e information on the call will be shown over the details of a call that is already being handled The priority of each call code is determined by the call priority set in this window see figure 2 11 There are sixteen different possible codes from 0 through to 9 and A through to F You can set the priority for each of these sixteen codes to a value from O through to 9 It is important to remember that the higher the priority number the higher the priority In other words a call with the highest priority of 9 is higher than a call with the lowest priority of zero It is also important to remember that these codes can again be over ridden by the entries for a particular dwelling see Chapter 5 from Volume A TT Scheme The TT Scheme tabs works in the same way as the TT Codes tab see above It specifies the default text and default priorities for different types of call from scheme or grouped alarms These can be altered as before by using the Edit
451. ual menu see figure 3 6 You need to enter the service type from the Service Type Chapter 3 Organisations B3 3 Documentation Version 5 40 Volume B Advanced Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision menu The range of choices MEET you see are determined by ki E Cine Diganaadion Cisia Serice Piyada or administrator see Chap MEET Eck Selented Delete Selected your control centre manager smell House 29 Holbeck Flaca H Add Service to Organizallon ter 4 from Volume C Selecting Add Service Homs from the Options menu will produce the window shown in figure 3 6 As you can see _ Durs F BR Figure 3 6 An organization has to have its services defined from this figure you need to enter a unique service code select the Service from the list of service types and then select either Fixed or Timed The service code can be simply invented but it is probably best to use numbers you will remember If you enter a number that is already used then you will be asked to select another number You also need to select either the Fixed or the Timed radio button The difference between these two was explained a little earlier in this chapter Service Codes You might wonder why a service code is needed The answer is that when a service provider uses a home communication unit such as a Lifeline 3000 to call into a control centre she or he will enter two numbers One will be a personal id
452. uestions are the best ones to ask There is nothing wrong with questions such as What does that do and Why do we do it that way and you should not be afraid to ask whoever is training you Even the most experienced computer expert sometimes finds computers confusing Just because you become stuck or need to ask for help does not mean that you are a failure Even Albert Einstein sometimes had problems understanding computers and so why should you be any different But Vision does so many different things The long list of tasks the latest Tunstall control centre undertakes can look intimidating You should remember that you will not have to use all of these facilities As anew operator you will probably use only a few As you become more experienced you may be given access to other parts of the system and expected to perform a wider range of tasks Remember to use the manual Whatever you do and whenever you do it this manual will be here to guide you through the tasks If you can spare the time just to read a little before you dive in then so many jobs will appear easy rather than confusing A2 6 Chapter 2 Telephones and control centres a guide for new users Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Computers and the PNC3 Vision Control Centre The basics of how computers operate are briefly explained after which the role of the Windows NT operating s
453. umber that is already used then you will be warned and asked to select another w H Plumber hr Handy Plunger number Alternatively you can press the 4 Plumber Autogenerate button and Vision will enter a unique number for you Figure 3 8 You have to add a service to an organization before you can add it to one of an organization s service You may also notice that there are two providers radio buttons next to the PIN number field one called Standard and another called Trigger Normally the Standard radio button would be selected The Trigger radio button indicates that the number is produced by the PiperPT equip ment carried by some service providers PiperPT is not dealt with in this manual and if your service providers do not use PiperPT then you do not need to concern yourself with the Trigger radio button Once you have added a service provider such as Mr Plunger you then need to indicate which services he provides To do this select Mr Plunger in the Organisation frontsheet and then select Add Service from the Options menu Once you have completed this you should find that the frontsheet looks like the frontsheet displayed in figure 3 8 When you selected Add Service for the organisation you will have been able to select any of the service types defined by your control centre manager or administrator see Chapter 4 from Volume C However when you select Add Service for Mr Plunger or any other service provider you wil
454. up Vision he or she will Ho calls queged IE Coque Help create a user caller MANAGER The password for this Seen Cal user is MANAGER Note the password is case sensi tive In other words if you type manager or Manager this will not work see figure 3 1 MANAGER is an administrator Within Vision MAN AGER has all rights and within Windows NT MANAGER Dperstce is adomain administrator the most powerful user pos sible Once you have logged on you will notice that many on the menu options are dimmed and unavailable see figure 3 2 andsee Chapter 5 of Volume A for more information on logging on This is deliberate design Figure 3 2 When you log on as an adminis trator you will find that only a few Vision logging on and performing any tasks other than creat options are available to you decision intended to discourage administrators from MF peraba Be Dplien BAe Sad A Wiew Selected Deas Sharad Chr Ads FE Standsd Standed E di Pirca Figure 3 3 When you select Operator from the Data menu see figure 3 2 you will be presented with a list of operators C3 2 Chapter 3 Creating and configuring operators Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Standard pesab E perat Privdepes Tps f Skandend C Gare Manager Dgmi E Goda Jerke wei O a ee y Firtiward Ad
455. urce They should never be subjected to extremes of temperature e g left in a car over night or in a window in the sun Tapes should not be exposed to the humidity of a kitchen or any other humid atmosphere Nor should they be left near a source of ionizing radiation such as within a metre of asmoke detector Replacing tapes You should replace the tapes you use for weekly back ups with new ones every 6 months You should replace the tapes you use for monthly back ups every two years Chapter 5 Backing up the database C5 3 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Automating backups and other tasks It is possible to automate a number of tasks by se The Windows MT Task Scheduler serie noi running The imar bunctions require that lecting Timers from the Bit ares de raring Piers ar Adimredtiate accourd pois reed bo h l that Taik Schuhen serene bo chat anna and then stent Hee merice Configure menu In order to do this you need to be logged on as a manager Figure 5 2 Vision relies upon services provided by Windows NT in order to with NT domain adminis undertake its Timer functions trator rights Moreover you should only set this up from your archive station the station you use for performing backups When you select the Timer from the Configure menu you may be shown the warning displayed in figure 5 2 This is because Vis
456. uttons in the scheme form turn the background calls facility on and off This facility enables wardens to make quick calls without the need for call scheme controller will deal with an alarm operators to be involved raised by a resident This is important because it shows how the If aresident presses an alarm button while the warden is on site then the scheme controller will first alert the warden Only if the warden does not respond will the scheme controller call the control centre However once the warden is off site the scheme controller will pass an alarm call straight through to the control centre The scheme controller will not wait to see if the warden responds to the alarm see figure 6 5 An introduction to background calls Background calls represent a new feature within Vision see figure 6 6 To understand why they are needed you first need to appreciate the problem they solve Every time a warden begins a shift he or she has to inform the scheme controller that they are now on site As a result the scheme controller will send a message to the warden s handset if there is an alarm see figure 6 7 instead of immediately contacting the control centre The war den also calls the control centre often via the scheme controller to inform the control centre that the shift has started Consequently many calls to a control centre are from wardens starting and finishing their shifts However most wardens start and finish their
457. vanced search window to find service calls relating to a particular resident l Sevice Hinor Advanced Options So Gares Resident Org Piovider genization Tore E Name Brovader amp Have C FH El Till Fret Mame eo Lici Haat ea Figure 4 5 You can find service calls using the Organization Provider tab in the advanced search to find calls made my particular service providers Chapter 4 Service Calls Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd B4 3 Volume B Advanced PNC3 Vision Found calls T Sertes Hiehoep Search Ress Options Shoes Primary Resident Add A June 19898 11 546 een kire E Smia The Savice History DA Sisidies Sach Crises A list of found calls for a search includes details of the time and date of the service call the resi dent the service provided and the service pro vider It is possible to view a call in more detail by selecting the call in the found list and selecting Selected Call Details from the Opti Feen elected Call Details from the Options menu see Sileciad Call Delat figure 4 6 The more detailed view will include the duration of the service if recorded and the Select All Eda Cese Cal service provider s Personal Identification Number PIN Figure 4 6 The service history found list displays call resident and service provider information
458. various fields can be determined using the Configure menu This chapter explains how these choices are set by the control centre manager or administrator These include Call Reasons in and out Call Actions Resident Keywords Characteristics Authori ties Contact Types Equipment Organisations and Incidents Why configure choices When an operator creates a dwelling or clears down a call she or he will have to enter various bits of information in different fields For example an operator might enter the call action while finishing clearing down a call If operators had to type the action this would slow them down It would also induce spelling errors Such errors are not trivial because next time you tried to dis cover how many times an ambulance was called you would only find those that had been spelt correctly To address this problem operators choose the entries they make into many fields from lists This section explains how you can set up the common choices with which operators will be pre sented In short operators choose the contents of fields from lists you define This aids e consistency accuracy e ease of use e speed Call Reasons There are two types of call reasons There are the reasons for calls received from residents schemes etc There are also reasons for calls made out to wardens residents contacts etc The Call Reason is the reason the caller or unit called the control centre It is separate from the call
459. ve the transformer from the electrical socket while using a vacuum cleaner but might forget to plug it back in again This tone acts as a reminder However some residents live in rural areas where the electricity supply can cut out in the middle of the night Consequently they do not want to be woken by their home communication unit every time the electricity supply fails and so this fea ture can be turned off Inactivity Home communication units such as Lifeline 3000 units can be connected to pres sure mats and other movement detectors These will be triggered by the resident moving around their house or flat If the resident does not move around and hence trigger one of these move ment sensors or use the telephone then the home communication unit will call the control centre with an alarm The inactivity alarm can be set to 12 hours or 24 hours If it is set to twelve hours then the home communication unit will call if the resident has still not been detected moving about after a twelve hour period of inactivity Sometimes residents can decide to spend a Sunday morning in bed and this can trigger a twelve hour alarm Consequently the alarm can also be set to twenty four hours Equipment ID Setting the Equipment or Unit identification number is one of the most common programming tasks This is the unique number that the home communication unit sends to the control centre so that PNC3 Vision can get the relevant information from its datab
460. ven that they will not have called for some time y PBT Code Change WET Code Change Tire of euren ep amming Ie phone day Tins of egap neni epopei g hor phone day Hat pet picerie Set In current pma Sel lo not pet apog arad Diss Leese Figure 12 4 You can set the date a unit was programmed simply by pressing the Set to current time button shown above Chapter 12 UK Phone Day 2 A12 3 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision The Detailed View of a Dwelling see figure 12 3 which is available from a Location Summary see Chapter 9 of this volume for an explanation of Location Summary windows allows you access to the Phone Day button From here you can alter the date and time a unit was repro grammed This may be important for some alarms particularly non Tunstall equipment where they have been reprogrammed manually and you wish to make a note of this see figure 12 4 Note that the buttons displayed in figure 12 4 will only be enabled if you have the appropriate programming privilege Changing scheme alarms A separate piece of software has been created called Phone Day 2 Scheme Update and this will call up the scheme alarms such as Communicall that call into your centre and reprogram their numbers An engineer will copy this software onto a call station for you When started it will take over one call station and work its
461. vent Log see Chapter 6 of this volume for details of the Event Log The Event Log kept on the server keeps a record of all events However the printer can be set to print all or just some events The Logging Level for the printer can be set so that almost all events are logged through to no events being logged What the logging level really does is say how important does the event have to be in order for it to be logged A minor event might only be classified as a level 2 event an unusual failure might be classified as a5 i e very important If you set the logging level to 2 then the log will print a record of all events including level 2 level 3 level 4 and level 5 events If you set the logging level to 3 then the log will keep a log of all level 3 events and above i e not level 2 events If the event log is set to 5 then only very important events will be printed and less paper will be used as a consequence although you might miss something you wished to know about A setting of 6 turns the logging off in fact it really says print events of level 6 and above As there are no level 6 events no log is printed It is recommended that the Logging Level for the printer is set to 3 All events are saved in the Event Log in the database In other words it is set to a Logging Level of 2 and this cannot be changed The Logging Level option in the System Configuration window see figure 2 3 only sets the default criteria for searching
462. vice It is used to move a drawing of an arrow around the computer screen When the pointer is over something you want to press such as a button called Print then the button on the mouse can be pressed and this sends an instruction to the computer If you feel confused by this idea then the best thing to do is have a go at moving the mouse and see what happens Software The problem computer manufacturers found many years ago was as soon as they made a computer or other type of machine that would perform one task someone wanted the com puter to perform another task as well This meant changing the hardware the physical parts of the computer This was not only time consuming it was very expensive This is why software was invented Soft ware or computer programs are lists of in structions that tell the machine the compu ter what to do Instead of changing the com puter hardware the computer could just be given a new list of instructions These instruc Figure 3 4 A mouse allows you to control the compu cards with holes in them Later the instruc ter while the monitor or screen shows you what the tions were originally held on paper on punched tions were stored on magnetic tapes and disks computer is doing because this was easier and faster A3 2 Chapter 3 Computers and the PNC3 Vision Control Centre Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC
463. viders or providers that are available between particular times and dates B3 8 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 3 Organisations Volume B Advanced PNC3 Vision Service Calls This chapter explains how the service calls made by the service providers introduced in the previ ous chapter of this volume are dealt with The process service providers go through to raise a service call is explained in more detail and then the activity of searching for service calls is intro duced Finally the question of how a service call can be created by an operator is explained The role of service providers The Organisations component of Vision dealt with in Chapter 3 of this Volume allows you to keep arecord of organisations and their service providers The Rotas component dealt with in Chapter 2 allows you to keep track of when service providers and others are available However you also need to find out if service providers have visited residents as they should have You also need to know when services were delivered How is service provision tracked Let us imagine that a plumber Mr Handy Plunger has a series of visits to make to various dwell ings Cromwell Trust has decided that the damage caused to its properties through leaks is so great that it is economical for a plumber to make monthly visits to every property He visits Mrs Smith to check her central heating
464. way tab to change the away setting on a Lifeline 3000 see figure 11 24 This tab allows you to enter the telephone number that the Lifeline 3000 should call when passing back service provider information This is still going to be a control centre number but it will be a silent call dealt with by the control centre computers Propam Lies FINDE Livescore ID AME i manz Peod Cal p 5 pach PRES Sas sai Erde Equsrert i ia Ha re Hti Lis ipia Dede Dii Opora Fr Fiss Erap ae F u Ces Fate ki Sie C Pram D Peed 7 pann D des ee ee rd den ba e raed Figure 11 24 The Away tab allows you set a unit to Away when a resident has forgotten to set this feature prior to leaving for a holiday or other trip A11 16 Chapter 11 Call histories dialling out and programming Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Speech ices Eros Epeei lT Eiern Mn Umos Lens Daai Tia i pics s ET Pas Cl Foi Bosch Pie ebay Evita Prpa Erau F meh rein pacte reg Ende ra ee nee pd Figure 11 25 Speech synthesis is particularly appreciated by residents with visual impairments Some units can speak various messages to the resident A Lifeline 3000 unit can announce the numbers that have been pressed on the keypad and will tell the resident when the unit is about to call the control centre after an integral button or radio trigger has be
465. way through the database calling every scheme alarm that it can access and updating its numbers You should bear in mind that some scheme alarms could take as long as 20 minutes or more to reprogram Consequently the software is going to have to run for several hours and quite possibly several days Once the software has finished the machine it ran on should be rebooted Which schemes are reprogrammed Not all scheme grouped alarms will accept incoming calls Only Tunstall scheme alarms can be updated in this way Haven and Communicall alarms with a Telephone Interface Card TIC can be reprogrammed Older Haven alarms that use a UAC to make external telephone calls cannot be reprogrammed over the telephone Each scheme alarm that is successfully reprogrammed will be marked as reprogrammed in the PNC3 database A log file is also produced on the call station upon which the software runs This log file will list all of the reprogramming operations including any failures The log file will list each scheme and its details the time and date when it started reprogramming a scheme when reprogramming finished as well as any errors or problems that occurred The software cannot change the FERA x numbers for non Tunstall equipment Ecsprent Communical Autos Hons but will create a log listing any Ha a Uriz 0 Back geoured warden Cale Cocabbed r s Pros schemes it could not change It is aies Lodge TE also possible to search for sc
466. y one channel of speech allowed but the electronics within Communicall Vision decides who is speaking and who is listening much like the voice switching you may have noticed on well designed hands free telephones This saves you from having to repeatedly press the Talk button during a conversation In order to take advantage of this sort of communication you must use your headset rather than your speech unit there is a section a little later in this chapter on switching between using your speech unit and using your headset This is because the sophisticated electronics that de cides who is speaking and who is listening will not perform as well if there is a lot of room noise being transmitted down the telephone line A10 4 Documentation Version 5 40 Copyright 1998 1999 2000 Tunstall Group Ltd Chapter 10 Handling calls Volume A Basics PNC3 Vision If you have difficulties with this form of communication at any point you can still revert to using the talk button on your speech unit to switch between listening and speaking by pressing the Tone Switch button in the Calls on Scheme button see figure 10 14 The hands free speech facilities offered by the more recent Tunstall developments should make your conversations with residents easier and more natural although you do not have to use them where they are not convenient The Tunstall Lifeline 4000 which supersedes the Lifeline 2000 and 3000 telephones allows high quality
467. y Repair Disk backup can be created from Help Chapter 1 Amending Windows NT settings c1 9 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision up the client s computer s details not the information for the whole network To create an Emergency Repair Disk select Help from the Start menu on the Task Bar at the bottom of the screen This will evoke Windows NT Help Use the Help Index to find Emergency and you will be taken to the screen you can see in figure 1 8 Once you press the Click Here button you will be taken directly to the application that creates the backup You will need a blank floppy disk You should create an Emergency Repair Disk at least once a month You should also create an Emergency Repair Disk immediately after you have created new operators In the unlikely event of a server crash the Tunstall Engineer who attends will be able to rein stall Windows NT The engineer will then use the Emergency Repair Disk to reinstall all of your settings passwords and user profiles saving you several days of work c1 10 Chapter 1 Amending Windows NT settings Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Amending Visions configuration This chapter explains the various Vision configuration changes that can be made After an intro duction to how and where Vision stores
468. y se lecting the Change Server application Bar from the Start menu see figure 5 12 As the section above on the problems of switching to standby ation ke F Uar Glen Sera Rata y Ehren oo Eur makes clear you should only switch to the standby if there is a real need i C1 Switching together It is important Windows NT Wor that all operators switch to the fat hour standby server at the same time If RP hu Don some operators are connected to the ste Se or Ji Figure 5 12 Operators can switch from the main server to the standby using the Change Server application However it is nected to the standby server thein important that all operators switch at the same time formation on calls will be spread be tween to two databases In other words you will end up with two versions of your database main server while others are con neither of which is complete or correct C5 10 Chapter 5 Backing up the database Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Volume R Reference Documentation Version 5 40 Menu Reference Using the Menu Reference This menu reference is designed for use in the on line manual In the on line manual just click on the menu item you wish to know more about You will then be taken directly to the section in the manual that deals with it
469. y stored in the home communication unit It is also worth noting that the Enquire feature asking the telephone what numbers it already has stored in it cannot be used with older home communication units that do not use the TT92 protocol In other words Enquire will only work with Premier Portal Lifeline 4000 and Lifeline 1000 2000 and 3000 communication units Moreover they must be set to use the TT92 protocol Enquire this screen only If you select Enquire then every parameter you have selected for Enquire will be requested from the home unit in question This can take some time If you select Enquire this screen ONLY from the Options menu see figure 11 15 then only the parameters you have selected on the screen you can see will be requested Program You program the unit by first selecting the parameters you want to replace e g ticking any of the fast dial numbers you want to replace Next you enter the new numbers for these parameters you can even do this by clicking and dragging numbers from the Enquire fields to the Program fields and then you select Program from the Options menu see figure 11 17 Program this screen only If you select Program from the Options a menu then it will program every S7 h lected Engum Ucar mnb 1 parameter you have selected on MCE every tab screen If you select Pro m gram this screen ONLY from the E A Options menu then only the se SE a lected parameters from the screen N
470. y the selected record If the record is a resident scheme security dialler or organisation then it will be displayed in the standard location summary If the record is a service provider care manager contact or operator then the details will be displayed in the window shown in figure 8 18 Unlike other lists of found records it is not possible to edit the records from this list However it is possible to telephone a number by select ing it from the list and choosing Phone from the Options menu It is also possible to select several names and addresses and add them to the Address Book Chapter 8 Finding dwellings residents and contacts A8 9 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Using the Address Book a ee there are some names addresses Options Giai and telephone numbers they are forever having to find The Ad dress Book provides an easy way to store those names and ad dresses you use most often Names and addresses can only be found and added to the address book by choosing Add to Address Book from the Options menu in the Telephone Directory see fig ure 8 18 Select Al Phone Address Wiha Daae Ssjacied 01459 554937 tite Cottage DES EE Wogdhean n Sirri Beiec Emih Telsshore Cirecton Fhoras Em Ex Figure 8 19 The address book allows easy access to commonly used names and addresses Every time you open the Address Book using the
471. y used to identify contacts when they call in For example if the contact for Mrs Smith is her daughter Ms Jane Smith then when she calls from her home number PNC3 Vision will match the incoming call to the number in the database and display Jane Smith s details Call waiting 1 Ei MASS Esterel Disperted IEZ Alem Cal Fake 01577650539 C Eie c E ls On Scherne Peevey Cancel 7 Active Depend Ident 6251 Alem Call Failed Dein LeP Ect Print Bi Residents Dei aes fie Motes Keuswort 1 Figure 10 31 You can select a failed alarm to view its details but you cannot speak to the resident as the line will have already been dropped How Caller Line Identification works Each line coming into PNC3 Vision is split using a simple socket Each telephone line stills goes into the LIM Cabinet but an extension from the same line goes into a Caller Line Identification box This box picks up the telephone number from the telephone that is calling in and then sends it to the PNC3 computers over LIMNET Chapter 10 Handling calls A10 21 Documentation Version 5 40 Volume A Basics Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Checking connections Sometimes Caller Line Identification CLI may not work This can simply be because the telephone calling in did not allow its number to be passed on Alternatively it can be because of a problem with the telephone line The faul
472. yone sent to assist a resident has arrived Often the helper will raise an alarm call using the integral button on the home unit Parked calls can be used to keep a note of which dwellings have been sent help Reminders can be set to appear after ten or twenty minutes or whatever other interval seems appropriate When a help arrived call comes in you need to find the parked call to remove it The Location Summary window will do this for you When a call comes in and is displayed in the Location Summary window PNC3 Vision also searches for any parked calls attached to the resident or dwelling If there are any calls then the Parked Calls window will be automatically displayed You can also view the parked calls if you select Parked Calls from the List menu see figure 10 23 Parked Calls Properties In figure 10 25 you can see the controls that are presented when you select Properties for a parked call The Parked Call Destination determines who can see a parked call If a call is set to All Users then every logged on call operator will be able to see and amend the parked call The alternative is for the call to be seen only by the parked call owner i e the person who created the parked call The Parked Call Destination not only determines who can see the parked call but also who receives a reminder if one has been set using the Schedule menu option If the Parked Call Destination is set to All Users then all call operators who are logged on will
473. you create a security guard called Jane Lockup You will now be able to link this guard to any number of security diallers using the approach suggested in Chapter 8 of Volume A Next you discover that a block of shel tered flats has employed Jane Lockup and so you attempt to link her to this scheme However when you perform the search you will not find her This is because you are performing a search from a scheme and Jane Lockup is a security guard and security guards have their scope set to just security diallers To get around this problem you should change the scope of the security guard contact type to Any Location see figure 4 8 This will enable you to link a contact that is a security guard to any dwelling scheme or security dialler It is useful to remember that when some operators complain that they cannot find a contact they have only just entered or they are sure is really present inthe database it might be because they are trying to link the contact to a record what does not match the scope of the contact type Chapter 4 Configuring choices operators can make Ca 7 Documentation Version 5 40 Volume C Managers and Administrators Copyright 1998 1999 2000 Tunstall Group Ltd PNC3 Vision Configuring Equipment To configure the equipment data base within Vision select the Equip Help ment submenu from the Configure e menu see figure 4 9 The Equip ER ment Types window is used to pee Cema specify
474. ystem is described The workings of the PNC3 Vision control centre are introduced in particular the different types of computer used within a Vision control centre Finally the impor tance of security is explained and the role of the law in protecting data is briefly described How do computers work Before we go any further it might be useful to briefly 4 think about what a computer is and how it works If you are familiar with computers then you can skip this sec tion If you have never used a computer before then you might want to consider one of the introductory books on the subject However if you already have some famili ee arity with computers or do not have the time to look hp ji Er Le through an introductory book then here is a brief sum Figure 3 1 A computer processor does the hard work It can be thought of as a very powerful calculator mary Computers have various bits of hardware The hard ware is the physical parts you can touch The software is the instructions held within the compu ter These instructions were created by programmers or software engineers to tell the computer hardware what to do Hardware Computers have various bits of equipment to perform various tasks You may have heard of computer processors These are the elec tronic chips that do all of the work In reality they are very powerful calculators Computers also have hard and floppy disks A hard disk is used

PNC3 Vision User Manual Book 1

Contents

Download Pdf Manuals

Related Search

Related Contents