i4SCADA Knowledge Base

i4SCADA Remote Confirmer

Abstract

Learn about the service of remote acknowledgement of the i4SCADA MessengerPro module, called the Remote Confirmer.

The i4SCADA Remote Confirmer provides the service of remote acknowledgement.

The Remote Confirmer starts automatically when i4SCADA MessengerPro Service is started.

Acknowledgement at Runtime

Each service employee can interact with the application during a voice call using the phone keys. It’s possible to acknowledge by email, SMS or direct call. The acknowledgement of an alarm message is possible during a voice call. The called employee can interrupt the message and acknowledge the alarm.

Acknowledging alarms via Voice calls

Direct acknowledgement for incoming voice messages:

  1. Enter * (star sign) to start the acknowledgement sequence.

  2. Enter the user's Acknowledge PIN followed by ** (two star signs): [user Acknowledge PIN]**

  3. The alarm Acknowledge PIN is automatically taken form the message. Alternatively, the user can enter the alarm Acknowledge PIN and * followed by the user ID and **:

  4. Proceed for remote acknowledgement.

The alarm Acknowledge PIN is available in the Alarming List area.

The user Acknowledge PIN is available in the Members area.

Not every phone can send DTMF tones. Read the phone manual and make sure that the device is capable of sending DTMF tones.

After the greeting, the application awaits for keystrokes. The acknowledgement sequence is made of the alarm Acknowledge PIN and user Acknowledge PIN.

The alarm Acknowledge PIN is part of the notification and is tied to the message. After the alarm Acknowledge PIN is entered, the * (star) key is expected. The User Acknowledge PIN can be taken from the web application. After the User Acknowledge PIN, the system expects ** (two star signs).

The confirmation sequence can be restarted by pressing the # (pound) key. The sequence must be entered again. The remote acknowledgement is not possible when the Alarm Mode is set to Subscriber. The Alarm Mode must be set to at least Escalation Tables so that remote acknowledgement is possible.

Acknowledging alarms via SMS

If an Alarm message is received via SMS, the receiver can reply to the SMS and acknowledge the alarm.

To acknowledge an alarm via SMS:

  • Reply to the SMS;

  • Enter the alarm Acknowledge PIN, * (star), user Acknowledge PIN, ** (double star): [alarm Acknowledge PIN]*[user Acknowledge PIN]**.

In i4SCADA Studio, the Acknowledgement option must be set up for each service to accept incoming acknowledgements.

SMS acknowledgement is possible only when using SMS via GSM modem.

Acknowledging alarms via Email

The subscriber can reply an alarming email sent by the MessengerPro service or write a new email to the MessengerPro email address (defined within i4SCADA Studio > Settings > Services > Email).

The content of the email body must contain the confirmation syntax: [alarm Acknowledge PIN]*[user Acknowledge PIN]**.

In case of wrong confirmation:

  • If there is no valid confirmation syntax, the MessengerPro service will send an answer email with the subject and body defined within i4SCADA Studio > Settings > Services > Email > Confirmation > Invalid request.

  • If there was a valid confirmation syntax, but the user Acknowledge PIN or alarm Acknowledge PIN do not match to an active alarm or user, the MessengerPro service will send an answer email with the subject and body defined within i4SCADA Studio > Settings > Services > Email > Confirmation > Error occurred).

In case of success:

  • If MessengerPro successfully confirmed the requested alarm with the user Acknowledge PIN, it will send an answer email with the subject and body defined within i4SCADA Studio > Settings > Services > Email > Confirmation > Successful confirmation).