Alerts Not Triggering

Issue Overview

When a customer does 1 of 3 scenarios and an alert does not generate:

1. Opens the front door to enter/exit the office (only the door sensor is installed)
2. Opens the front door enter/exit the office + they walk in front of the counter (people detection is installed at the site with the door sensor)
3. Walks in front of the counter (people detection ONLY installed at the site)

Step-by-Step Troubleshooting

1. Verify if it’s a people detection site and confirm with the PM 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 at this time, as an alert will not trigger if there is an active alert already generated.

When to Submit a Ticket

1.  1-2 have been verified to not be the cause of the issue.
2. There is not a PM available at the site to verify step 1.

Information to Include in Your Ticket

1. All troubleshooting steps completed, including any testing done with the onsite manager.