Technical Support
hms_support[at]cpplusworld[dot]com
How does an external alarm work here?
You can connect an external alarm in a recorder. In IPC, a ticket will be generated when an external alarm event occurs, such as area intrusion.
Is there any limitation for the user?
There is no limitation for alerts. User can get a notification for all events.
Will customer also get failure report along with SI?
Yes, if SI is assigned to a device then both SI and user will get the failure report.
Can we put a different escalation level at the client’s end in the event of any failure?
No, client level notification will be sent to the user along with SI/SI agent.
How SI will get the tickets?
SI can get the tickets on the SI portal interface.
How many agents can a SI make?
There is no limitation.
How many SI can get the escalation alert?
Only one SI can be allocated for a device. Associated persons like user/SI/SI agent will also get the alert.
How many User Types and Escalation Matrix slides are there?
Basically, there are two types of users including end-user, SI (system integrator), and SI agent.
For how many days ticket remains open when SI or agent not closes?
Once the ticket is generated (auto or manual) and SI/SI agent attends the issue, then the ticket status will be changed to in-progress from open.
Is there any provision of zone wise ticket generation, if a SI is working PAN India? For example, East Zone tickets will be assigned to the respective person and service heads of all zones.
SI can create agents and assign devices to them zone wise. Ticket for those devices will go to the respective agents.
For how long device data is archived (History of Health Monitoring)?
Health monitoring data is stored for 3 months for the user and 6 months for the company. In case of tickets, they will be moved after 3 months of closure. Opened tickets will always remain there.
Can we filter the report problem wise in HMS-Intra?
For now, it is not supported. However, in future user can do it with subject types.
Like SI, will end-user get an ID who directly registers?
No, the customer will not get an id. End user’s mobile number will be used as id. SI will get 4 characters code which will be used to delegate the user’s device to SI.
Can we create a tour or task in HMS-Intra software?
No, user can only get the notification for any abnormalities.
How many SI agents can be added for one ID?
One SI agent per device.
Can we get uptime and downtime day-wise or week wise on dashboard?
Not supported.
If a ticket is raised and the alert goes to SI, then is there any cost of a visit by the SI.
It depends. If SI has taken the AMC then okay, otherwise he may charge.
Is HMS-Intra limited to CP PLUS products or it can be used with devices from other brands?
Currently, it is available for CP PLUS devices. Also, it is available on device wise license basis or as a bundled service. License is channel-wise and you can check with the sales team for this.
Can other brands be added in HMS-Intra?
Currently, it supports only CP PLUS devices. But we are working on it so that other brands can be added in the system.
Can it support Dahua device?
Yes
Can one have HMS-Intra feature in Dahua DVR/NVR by a software update and without using any extra hardware?
Supported.
Can we monitor third-party devices through HMS-Intra?
Dahua devices are supported.
Is HMS-Intra for a specific model or series or all older models that are in the market?
HMS-Intra is supported for all current running models; you can check the list of supported models on the HMS-Intra website.
Can we check for how many days backup is in HDD/SD card?
Yes, you can check on the calendar on the portal. You can see the start and end time of recording.
Are there alarm notifications for Tripwire, Intrusion, and Face detection?
No, ticket will be generated for camera masking, camera offline, IPC external alarm, disk failure, recording stopped, etc.
Is it possible to control the alarm output like Hooter from CP PLUS DVR?
No, a ticket will be generated if any external alarm event triggered.
Please confirm about fire sensor and PIR sensor. All these I/O connected with our recorder or we can connect third party panel?
The sensors can be connected with our recorder (external alarm) and you will get the notification. Also, we have integrated IAS (intrusion alarm system) of Pune based company.
Which option do we need to enable in DVR?
Find HMS-Intra option in the network setting.
Can we connect the old system in HMS-Intra?
Not very old, a list of the supported device is available on the HMS-Intra website.
Is there any option of Device log sync?
No, only health data.
Can we integrate biometric time attendance system in HMS-Intra?
No, biometric already has its own cloud system from where you can monitor its health.
Is it possible to connect HMS-Intra with MDVR?
No, MDVR is not supported on HMS-Intra.
Can we integrate IoT devices?
No, this is proprietary.
Is there any alert for camera motion detection and masking?
There is no alert for motion; however, a ticket will be generated for masking every time.
Is there any alert if DVR HDD is formatted by someone?
No, user can get alert for recording stopped, HDD error, no disk etc.
Is there any notification if system date and time change?
No, but we can monitor on the portal about the current date and time of the device.
Will the user get a notification instantly?
A ticket will be generated at the same time on the web portal.