Difference between revisions of ":ADT"

(→‎IP Cameras)
(→‎Support Process)
 
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===Objective===
 
===Objective===
 
Provide a complete instruction to ensure that all agents have clear understanding in support ADT customer. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.
 
Provide a complete instruction to ensure that all agents have clear understanding in support ADT customer. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.
 +
 +
 
===Procedure===
 
===Procedure===
−
When Convergys agent receive technical support call from ADT installer or ADT customer, Convergys agent will provide basic troubleshooting to customer.
+
Tier 1 Concentrix agent to provide basic troubleshooting to customer.
 +
 
 +
Concentrix agent who are dedicated to support ADT customer will fully support customer.
 +
 
 +
 
 
===Firmware Download===
 
===Firmware Download===
 
Dahua-ADT device has a special firmware which different with DNA firmware.
 
Dahua-ADT device has a special firmware which different with DNA firmware.
 +
 
Link to download Dahua-ADT device firmware: http://linksinet.com/download.html
 
Link to download Dahua-ADT device firmware: http://linksinet.com/download.html
 +
 +
Link to firmware update procedure: http://linksinet.com/faq-fup.html
 +
 
Please be sure to confirm the model number and serial number to confirm that customer owns ADT device. When in doubt, ask Tier 2 agents to confirm before providing the download link to customer.  
 
Please be sure to confirm the model number and serial number to confirm that customer owns ADT device. When in doubt, ask Tier 2 agents to confirm before providing the download link to customer.  
 +
 +
 +
===Password reset===
 +
To reset Dahua-ADT device, technical support agent will generate code from the same generator as Dahua device.
 +
 +
 +
===Mobile App===
 +
ADT customer is using a customized app that will support ADT-Dahua device, the app is called '''VideoView Mobile''' for iOS and Android mobile device, and '''VideoView Mobile HD''' for iPad or Android tablet.
 +
 +
 +
===Client Software===
 +
 +
ADT customer is using customized client software that will support ADT-Dahua device. The software is called '''ADT VideoView'''.
 +
 +
Download link for '''Windows''': http://linksinet.com/download/adt%20videoview_setup_171121.exe
 +
 +
Download link for '''MAC''': http://linksinet.com/download/ADT_VideoView_Eng_Mac_IS_V1.11.1.R.20160323.tar2.bz2
 +
  
 
===Call Escalation===
 
===Call Escalation===
−
When escalation needed, Convergys agent have two options below:
+
When escalation needed, please see below instruction:
  
−
1. Follow Dahua regular escalation process.
+
'''Tier 1 Concentrix agent'''
  
−
2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936.
+
Transfer the call to our ADT dedicated support group x73321 or refer customer to call Dahua-ADT technical support hotline (877)609-1936.
 +
 
 +
'''Concentrix agent who are dedicated to support ADT customer'''
 +
 
 +
Agent will follow Dahua regular escalation process to Tier 2.
  
 
==Products==
 
==Products==
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|-
 
|-
 
|ADT_XVR5x16HS FW upgrade
 
|ADT_XVR5x16HS FW upgrade
−
|
+
|[[File:XVR5104HS-ADT.jpg|100px]]
 
|16
 
|16
 
|[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
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|-
 
|-
 
|IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017)
 
|IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017)
−
|
+
|[[File:IPC-HFW4120E.jpg|100px]]
 
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_IPC-HX4X2X-Themis_Eng_N_Stream3_V2.400.ADT01.7.R.20170428.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_IPC-HX4X2X-Themis_Eng_N_Stream3_V2.400.ADT01.7.R.20170428.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|-
 
|-
 
|IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017)
 
|IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017)
−
|
+
|[[File:IPC-HDBW5231E-Z.jpg|100px]]
 
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.460.ADT01.13.R.20170923.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.460.ADT01.13.R.20170923.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|-
 
|-
 
|IPC-HDBW4231/HFW4231/HDBW5231 FW
 
|IPC-HDBW4231/HFW4231/HDBW5231 FW
−
|
+
|[[File:2019-04-02_11_44_07-DH-IPC-HFW4231E-SE_Datasheet_201707181.pdf.jpg|100px]]
 
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.622.0ADT000.0.R.20180327.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.622.0ADT000.0.R.20180327.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
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|-
 
|-
 
|SD32203S-HN(updated by 13/10/2017)
 
|SD32203S-HN(updated by 13/10/2017)
−
|
+
|[[File:SD32203S-HN.jpg|100px]]
 
|
 
|
 
|[http://linksinet.com/download/General_SD-Adreia_Eng_N_V2.210.ADT01.3.R.20171010.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_SD-Adreia_Eng_N_V2.210.ADT01.3.R.20171010.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|-
 
|-
 
|SD3282D-GN (updated by 13/10/2017)
 
|SD3282D-GN (updated by 13/10/2017)
−
|
+
|[[File:SD3282D-GN.jpg|100px]]
 
|
 
|
 
|[http://linksinet.com/download/General_SD-Brynhil_Eng_N_V2.212.ADT01.0.R.20171010.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/General_SD-Brynhil_Eng_N_V2.212.ADT01.0.R.20171010.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|-
 
|-
 
|SD22204T-GN (updated by 13/10/2017)
 
|SD22204T-GN (updated by 13/10/2017)
−
|
+
|[[File:SD22204T-GN.jpg|100px]]
 
|[http://linksinet.com/download/SD22204T-GN_User_Manual_20160913.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/SD22204T-GN_User_Manual_20160913.pdf <ul class="fa-ul">  <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/ADT_SD-Zi-Themis_Eng_N_Stream3_IVS_V2.400.ADT02.0.R.20161215.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]
 
|[http://linksinet.com/download/ADT_SD-Zi-Themis_Eng_N_Stream3_IVS_V2.400.ADT02.0.R.20161215.bin <ul class="fa-ul">  <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>]

Latest revision as of 19:06, 22 September 2019

ADT

  • ADT Online Resource

Support Process

Objective

Provide a complete instruction to ensure that all agents have clear understanding in support ADT customer. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.


Procedure

Tier 1 Concentrix agent to provide basic troubleshooting to customer.

Concentrix agent who are dedicated to support ADT customer will fully support customer.


Firmware Download

Dahua-ADT device has a special firmware which different with DNA firmware.

Link to download Dahua-ADT device firmware: http://linksinet.com/download.html

Link to firmware update procedure: http://linksinet.com/faq-fup.html

Please be sure to confirm the model number and serial number to confirm that customer owns ADT device. When in doubt, ask Tier 2 agents to confirm before providing the download link to customer.


Password reset

To reset Dahua-ADT device, technical support agent will generate code from the same generator as Dahua device.


Mobile App

ADT customer is using a customized app that will support ADT-Dahua device, the app is called VideoView Mobile for iOS and Android mobile device, and VideoView Mobile HD for iPad or Android tablet.


Client Software

ADT customer is using customized client software that will support ADT-Dahua device. The software is called ADT VideoView.

Download link for Windows: http://linksinet.com/download/adt%20videoview_setup_171121.exe

Download link for MAC: http://linksinet.com/download/ADT_VideoView_Eng_Mac_IS_V1.11.1.R.20160323.tar2.bz2


Call Escalation

When escalation needed, please see below instruction:

Tier 1 Concentrix agent

Transfer the call to our ADT dedicated support group x73321 or refer customer to call Dahua-ADT technical support hotline (877)609-1936.

Concentrix agent who are dedicated to support ADT customer

Agent will follow Dahua regular escalation process to Tier 2.

Products

Recorders

NVRs

Model Image Channels Manual Firmware
NVR4204-P NVR4204-P.jpg 4
NVR4208-8P DHI-NVR4208-8P.jpg 8
NVR7416-16P-ADT-x(updated by 06/10/2017) NVR7416-16P-ADT-x.jpg 16
NVR3204-P (updated by 06/10/2017) NVR3204-P.jpg 4
NVR3208-8P (updated by 06/10/2017) NVR3204-P.jpg 8
NVR3216-P (updated by 06/10/2017) NVR3204-P.jpg 16
NVR4416-16P NVR4416-16P.jpg 16
NVR6064 (updated by 2017/10/17) NVR6064.jpg 64
NVR4XXXX-XP-4KS2-XT-Alpha NVR4000-4KS2.jpg
NVR7416-16P NVR7416-16P.jpg 16

DVRs

Model Image Channels Manual Firmware
XVR5104HS-ADT XVR5104HS-ADT.jpg 4
ADT_XVR5x16HS FW upgrade XVR5104HS-ADT.jpg 16
XVR5108HS-ADT XVR5104HS-ADT.jpg 8
DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16) DVRXX04-HF-ALU-E.jpg 4, 8, or 16
HCVR4104/08HS-ADT-x(updated by 27/3/2017) HCVR4104.jpg 4 or 8
HCVR4116HS-ADT-x(updated by 27/3/2017) HCVR4116HS-ADT.jpg 16
DVR7804S-U/DVR7808S-U/DVR7816S-U DVR7804S-UDVR7808S-UDVR7816S-U.jpg 4, 8, 16
DVR5104C(updated by 13/4/2017) DVR51xxC.jpg 4
DVR5108C(updated by 13/4/2017) DVR51xxC.jpg 8
DVR5116C(updated by 13/4/2017) DVR51xxC.jpg 16

Cameras

IP Cameras

Model Image Manual Firmware
IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017) IPC-HDBW5220E-Z.jpg
IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017) IPC-HFW4120E.jpg
IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017) IPC-HDBW5231E-Z.jpg
IPC-HDBW4231/HFW4231/HDBW5231 FW 2019-04-02 11 44 07-DH-IPC-HFW4231E-SE Datasheet 201707181.pdf.jpg

IP PTZ Cameras

Model Image Manual Firmware
SD32203S-HN(updated by 13/10/2017) SD32203S-HN.jpg
SD3282D-GN (updated by 13/10/2017) SD3282D-GN.jpg
SD22204T-GN (updated by 13/10/2017) SD22204T-GN.jpg

Software

Name Description Download Link
ADT VideoView (Windows)
ADT VideoView(Mac)
ConfigTool
Hard drive space calculator
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