Door Alerts Not Triggering

Issue Overview

An alert is not triggered when a customer enters the office.

Reminder of a few scenarios:

1. People Detection + Door Sensor - sites that have both enabled will require the door to be opened first before an alert is triggered by in office activity
2. People Detection Only - sites that will only trigger if someone enters the office and moves in front of the camera.
3. Door Sensor Only - only the front door trigger generates an alert

Step-by-Step Troubleshooting

1. Verify if it’s a people detection site (there will be a people detection camera attached to the top of the counter). If so
   1. Confirm with onsite personnel that the cover has been removed from the camera (if possible).
2. Verify there is not already a call open for that site in VMOS during this time, as an alert will not trigger if there is an active alert already generated.

When to Submit a Ticket

1.  Steps 1-2 have been verified to not be the cause of the issue.

2. There is not someone available at the site to verify step 1.

    

Information to Include in Your Ticket

1. Timestamp of the issue
2. Verification of all previous troubleshooting completed