Trouble Call Management

Trouble Call Management Key Features

• Trouble call summary display provides an itemized summary of all trouble calls on the system in whole or by area.
• Integrates with outage prediction to analyze and locate device failure or outage zone. Outage prediction follows trouble calls or outage reports that are not telemetry-driven.
• Automatically generate Trouble Calls and manage outages as either Predicted or as Outage (confirmed) outages.

• Auto update of Trouble Call summary with predicted outage devices and other relevant data for comparison and monitoring purposes as soon as new or additional trouble calls are received 
• Integration with eSCADA ensures that a predicted incident is not generated against a closed telemetered device with good measurement quality. Outage prediction continues searching upstream for non-telemetered device instead.

Trouble Call Management Capabilities

• Switching devices operated by SCADA as a commanded change of state will generate an outage ticket which does not have to be confirmed by a crew.
• Telemetered protective devices operate automatically on a fault condition when they are tripped by relay. In this condition, outage prediction will 'walk' downstream to predict incident downstream of tripped protective device.
• If a telemetered protective device closes automatically, or under SCADA control, the system will close the outage ticket and commence with the call back process to inform the affected customers.
• Trouble calls are organized into accounts and may be expanded by geographical, electrical or work areas:
  • Normal
  • Mission Critical
  • Premium / VIP
  • Medical, etc.

•  eSCADA generated outages are logged as SCADA generated so as to differentiate them from trouble calls generated manually or by the prediction algorithm.

• Customer-centric information organized and displayed both graphically and in tabular form by area in order to focus on premium or priority accounts.
• User friendly table organizes the calls into the following basic ticket groups which are filtered by type based on the user’s area of responsibility:
  • Unassigned
  • Assigned
  • Incident
  • Trouble Calls
  • Outages
  • Completed Trouble Calls
  • Rejected
  • Closed