Difference between revisions of ":DNA BiWeekly Meeting"

(→‎Desk.com)
(→‎Topics)
 
(35 intermediate revisions by the same user not shown)
Line 15: Line 15:
 
*Shoretel = Mitel
 
*Shoretel = Mitel
 
*Salesforce
 
*Salesforce
−
*New Serial Tracker
+
*New Serial Tracker: http://10.1.1.204:9080/SerialOrder/index/init
 +
 
 
==Feature of the Week==
 
==Feature of the Week==
−
Related Article:
+
Related Article: https://dahuawiki.com/Troubleshoot/NVR/Change_Camera_Order_Sequence
  
−
Feature:
+
Feature: Sequence
 +
 
 +
Description: This feature is accessible via system UI Only. This feature allows the user to configure the camera order regardless of channels, save those settings, and have the channels display in that order regardless of if the system reboots.
  
−
Description:
 
 
==Firmware==
 
==Firmware==
 
News and Info about Firmware
 
News and Info about Firmware
−
==Backend==
+
*Security Baseline Firmware
−
 
+
*2.4 -> 2.6 Firmware Updates, must reset to defaults
−
==Trends==
+
*Cloud Upgrade Firmware
 +
*Mandatory settings of new passwords
 +
*New Firmware adding Support for EasyViewer(Chrome plugin), can be downloaded from Google store
 +
*Fisheye VR Function
  
 
==Inbound Call Volume==
 
==Inbound Call Volume==
 
===October 30, 2017 to November 3, 2017===
 
===October 30, 2017 to November 3, 2017===
 
====Desk.com====
 
====Desk.com====
−
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled
+
{| class="wikitable"
−
angle=90 plots legend>
 
−
,Created Cases,Resolved Cases
 
−
Monday,60,54
 
−
Tuesday,57,32
 
−
Wednesday,45,40
 
−
Thursday,65,54
 
−
Friday,58,39
 
−
</pLines> {| class="wikitable"
 
 
|+Created and Resolved Cases
 
|+Created and Resolved Cases
 
|-
 
|-
Line 70: Line 67:
 
|213
 
|213
 
|}
 
|}
 +
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,Created Cases,Resolved Cases
 +
Monday,60,54
 +
Tuesday,57,32
 +
Wednesday,45,40
 +
Thursday,65,54
 +
Friday,58,39
 +
</pLines>
  
 
====Shoretel / Mitel====
 
====Shoretel / Mitel====
Line 92: Line 98:
 
Unanswered,203
 
Unanswered,203
 
}}
 
}}
 +
 
=====Weekly Breakdown=====
 
=====Weekly Breakdown=====
 
{| class="wikitable"
 
{| class="wikitable"
Line 104: Line 111:
 
|-
 
|-
 
|Monday
 
|Monday
−
|Oct 31, 2017
+
|Oct 30, 2017
 
|86
 
|86
 
|21
 
|21
Line 111: Line 118:
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|Nov 1, 2017
+
|Oct 31, 2017
 
|60
 
|60
 
|31
 
|31
Line 118: Line 125:
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|Nov 2, 2017
+
|Nov 1, 2017
 
|83
 
|83
 
|40
 
|40
Line 125: Line 132:
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|Nov 3, 2017
+
|Nov 2, 2017
 
|80
 
|80
 
|29
 
|29
Line 132: Line 139:
 
|-
 
|-
 
|Friday
 
|Friday
−
|Nov 4, 2017
+
|Nov 3, 2017
 
|System Down
 
|System Down
 
|System Down
 
|System Down
Line 155: Line 162:
 
Thursday,80,29,51
 
Thursday,80,29,51
 
Friday,0,0,0
 
Friday,0,0,0
 +
</pLines>
 +
 +
====Agent Weekly Breakdown====
 +
 +
{| class="wikitable"
 +
|+Oct 31, 2017 to Nov 3, 2017
 +
!|Agent
 +
!|Total Calls
 +
!|Answered Calls
 +
!|Abandoned Calls
 +
!|Resolved Cases
 +
|-
 +
|Jack Bao
 +
|
 +
|
 +
|
 +
|0
 +
|-
 +
|Barry Rossen
 +
|1
 +
|0
 +
|1
 +
|4
 +
|-
 +
|Denis Boulet
 +
|1
 +
|0
 +
|1
 +
|0
 +
|-
 +
|Collin Bromfield
 +
|4
 +
|0
 +
|4
 +
|5
 +
|-
 +
|Rodney Carrigan
 +
|1
 +
|0
 +
|1
 +
|8
 +
|-
 +
|Nathan Grefe
 +
|Vacation
 +
|Vacation
 +
|Vacation
 +
|Vacation
 +
|-
 +
|Peter Hall
 +
|4
 +
|2
 +
|2
 +
|53
 +
|-
 +
|Dylan Lee
 +
|3
 +
|2
 +
|1
 +
|24
 +
|-
 +
|Mark Navarro
 +
|1
 +
|0
 +
|1
 +
|37
 +
|-
 +
|Gordon Waughan
 +
|
 +
|
 +
|
 +
|33
 +
|-
 +
|Frank Wilkins
 +
|29
 +
|3
 +
|26
 +
|17
 +
|-
 +
|William Valencia
 +
|2
 +
|2
 +
|0
 +
|21
 +
|-
 +
|Michael Yacono
 +
|N/A
 +
|N/A
 +
|N/A
 +
|4
 +
|-
 +
|}
 +
====Lunch Schedule====
 +
{| class="wikitable"
 +
!|Hour
 +
!|Group 1
 +
!|Group 2
 +
!|Group 3
 +
!|Total
 +
|-
 +
|6:00AM-7:00AM
 +
|2
 +
|2
 +
|1
 +
|5
 +
|-
 +
|7:00AM-8:00AM
 +
|2
 +
|2
 +
|1
 +
|5
 +
|-
 +
|8:00AM-9:00AM
 +
|2
 +
|2
 +
|2
 +
|6
 +
|-
 +
|9:00AM-10:00AM
 +
|4
 +
|2
 +
|2
 +
|8
 +
|-
 +
|10:00AM-11:00AM
 +
|4
 +
|3
 +
|2
 +
|9
 +
|-
 +
|11:00AM-12:00PM
 +
|2
 +
|3
 +
|2
 +
|7
 +
|-
 +
|12:00PM-1:00PM
 +
|3
 +
|2
 +
|2
 +
|7
 +
|-
 +
|1:00PM-2:00PM
 +
|2
 +
|4
 +
|2
 +
|8
 +
|-
 +
|2:00PM-3:00PM
 +
|3
 +
|3
 +
|1
 +
|7
 +
|-
 +
|3:00PM-4:00PM
 +
|2
 +
|2
 +
|1
 +
|5
 +
|-
 +
|4:00PM-5:00PM
 +
|1
 +
|2
 +
|0
 +
|3
 +
|-
 +
|}
 +
 +
 +
<pLines ymin=0 ymax=10 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,Group 1,Group 2,Group 3
 +
6:00AM-7:00AM,2,2,1,5
 +
7:00AM-8:00AM,2,2,1,5
 +
8:00AM-9:00AM,2,2,2,6
 +
9:00AM-10:00AM,4,2,2,8
 +
10:00AM-11:00AM,4,3,2,9
 +
11:00AM-12:00PM,2,3,2,7
 +
12:00PM-1:00PM,3,2,2,7
 +
1:00PM-2:00PM,2,4,2,8
 +
2:00PM-3:00PM,3,3,1,7
 +
3:00PM-4:00PM,2,2,1,5
 +
4:00PM-5:00PM,1,2,0,3
 
</pLines>
 
</pLines>
  
Line 168: Line 357:
 
*N/A
 
*N/A
 
====Internal====
 
====Internal====
−
*Technical Certification Online Resource
+
*Technical Certification Online Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations.
−
*Technical Training
+
*Technical Training-This course will cover the vast majority of the setup procedures for NVRs, DVRs, XVRs, and IP Cameras using all three methods of access. SystemUI, WebUI, and SmartPSS
−
*Technical Assessment
+
*Technical Assessment-Test to assess general Product knowledge, and technical functionality.
−
*Presentation Resource
+
*Presentation Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations.
−
*HCVR & XVR Internal Training
+
*HCVR & XVR Internal Training-XVR and DVR training focusing on key features, and product capabilities.
−
*DSS Introduction
+
*DSS Introduction-This course will go over the basics of the DSS hardware, how to configure and troubleshoot customer's DSS units, and the proper way to escalate a DSS case in the event that you are unable to resolve the issue.
−
*Technical Support Operations
+
*Technical Support Operations-Internal course for Dahua Employees only. This course will go over the standard operating procedure for call center employees, HR information, key contact information, and much more. This course will be updated and maintained on a regular basis.
  
 
==New Hires==
 
==New Hires==
 
*Barry Rossen
 
*Barry Rossen
 
*William Valencia
 
*William Valencia

Latest revision as of 18:40, 8 November 2017

Dahua North America Tech Support Meeting Information

Call In-Bridge Info

Participant Code: 104-357-739-22

Participant URL: https://join.shoretel.com/conference/10435773922

Local dial in: +19179427142

Additional Calling Info: Canada Dial in +1 (647) 558-3006

Schedule

Date: November 8, 2017 @ 11:00AM-12:00PM PST

Topics

Feature of the Week

Related Article: https://dahuawiki.com/Troubleshoot/NVR/Change_Camera_Order_Sequence

Feature: Sequence

Description: This feature is accessible via system UI Only. This feature allows the user to configure the camera order regardless of channels, save those settings, and have the channels display in that order regardless of if the system reboots.

Firmware

News and Info about Firmware

  • Security Baseline Firmware
  • 2.4 -> 2.6 Firmware Updates, must reset to defaults
  • Cloud Upgrade Firmware
  • Mandatory settings of new passwords
  • New Firmware adding Support for EasyViewer(Chrome plugin), can be downloaded from Google store
  • Fisheye VR Function

Inbound Call Volume

October 30, 2017 to November 3, 2017

Desk.com

Created and Resolved Cases
Day of Week Created Cases Resolved Cases
Monday 60 54
Tuesday 57 32
Wednesday 45 40
Thursday 65 54
Friday 58 39
Total 285 213

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590
Total 335 100%
Answered 132 39.4%
Unanswered 203 60.6%

pChart

Weekly Breakdown
Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Oct 30, 2017 86 21 65 24.4%
Tuesday Oct 31, 2017 60 31 29 51.6%
Wednesday Nov 1, 2017 83 40 43 48.1%
Thursday Nov 2, 2017 80 29 51 36.2%
Friday Nov 3, 2017 System Down System Down System Down System Down
Total Week 1 309 121 188 39.1%


pChart

Agent Weekly Breakdown

Oct 31, 2017 to Nov 3, 2017
Agent Total Calls Answered Calls Abandoned Calls Resolved Cases
Jack Bao 0
Barry Rossen 1 0 1 4
Denis Boulet 1 0 1 0
Collin Bromfield 4 0 4 5
Rodney Carrigan 1 0 1 8
Nathan Grefe Vacation Vacation Vacation Vacation
Peter Hall 4 2 2 53
Dylan Lee 3 2 1 24
Mark Navarro 1 0 1 37
Gordon Waughan 33
Frank Wilkins 29 3 26 17
William Valencia 2 2 0 21
Michael Yacono N/A N/A N/A 4

Lunch Schedule

Hour Group 1 Group 2 Group 3 Total
6:00AM-7:00AM 2 2 1 5
7:00AM-8:00AM 2 2 1 5
8:00AM-9:00AM 2 2 2 6
9:00AM-10:00AM 4 2 2 8
10:00AM-11:00AM 4 3 2 9
11:00AM-12:00PM 2 3 2 7
12:00PM-1:00PM 3 2 2 7
1:00PM-2:00PM 2 4 2 8
2:00PM-3:00PM 3 3 1 7
3:00PM-4:00PM 2 2 1 5
4:00PM-5:00PM 1 2 0 3


pChart

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

  • NVR Sales Training- NVR sales training focusing on key feature, and product capabilities. Suitable for all audiences
  • IP Fixed Camera Sales Training- IP-Fixed-Camera sales training focusing on key feature, and product capabilities. Suitable for all audiences.
  • IP Panorama Camera Sales Training -IP Panorama Camera sales training focusing on key feature, and product capabilities. Suitable for all audiences.
  • HCVR & XVR Sales Training - XVR and DVR Sales training focusing on key features, and product capabilities. Suitable for all audiences

External

  • N/A

Internal

  • Technical Certification Online Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations.
  • Technical Training-This course will cover the vast majority of the setup procedures for NVRs, DVRs, XVRs, and IP Cameras using all three methods of access. SystemUI, WebUI, and SmartPSS
  • Technical Assessment-Test to assess general Product knowledge, and technical functionality.
  • Presentation Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations.
  • HCVR & XVR Internal Training-XVR and DVR training focusing on key features, and product capabilities.
  • DSS Introduction-This course will go over the basics of the DSS hardware, how to configure and troubleshoot customer's DSS units, and the proper way to escalate a DSS case in the event that you are unable to resolve the issue.
  • Technical Support Operations-Internal course for Dahua Employees only. This course will go over the standard operating procedure for call center employees, HR information, key contact information, and much more. This course will be updated and maintained on a regular basis.

New Hires

  • Barry Rossen
  • William Valencia
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