Everything you need to work as an operator in GC Surge: signing in, starting your shift, reading the wall, deciding alarms, pausing and ending your shift.
Who it is for: Operators. Admins who switch to Operator work in the same way.
False alarms were already filtered by NOVA99x before they reach you.
First time? You received an invitation e-mail. Click the link in it, set your password and complete the short welcome steps first.
Symptom | Cause | What to do |
|---|---|---|
Sign-in is refused | Wrong e-mail or password. | Click Forgot password? and follow the e-mail. |
You never got an invitation e-mail | It is in the junk or spam folder, or the address was typed wrong. | Check spam. Ask your supervisor to invite you again. |
You see dashboards and menus instead of the operator screen | You are an admin in Admin mode. | Switch from Admin to Operator at the top. |
Watch:
After sign-in the screen shows Monitoring paused with the line "Start your shift below to resume monitoring."
You are now in the queue. If a site is waiting, it opens by itself. If not, the screen shows Waiting for alarms. Stay at the desk. The next site opens automatically.
The screen always shows your state.
State on screen | Meaning | Do you get sites? | How to leave this state |
|---|---|---|---|
Live in queue / Waiting for alarms | You are monitoring. No site is waiting for you right now. | Yes | A site opens automatically. |
A site is open (the wall) | You hold a site and must decide. | Not until you decide | Decide with G or R. |
Holding / Hold after escalation | You confirmed a real alarm. A countdown runs ("Next assignment in … seconds"). | No | Wait. The next site opens when the hold ends. |
Paused / Monitoring paused | You paused, or you have not started your shift. | No | Click Start Shift. |
Inactive / Paused due to inactivity | You held a site too long without a decision. The site was taken away. | No | Click Start Shift. |
Syncing / Checking your queue status | GC Surge is loading your status. This takes a moment. | Not yet | Wait a few seconds. |
Offline ("You are offline.") | Your computer lost the connection. | No | Check the network. When you see "You are back online.", check your state and start the shift again if needed. |
Watch:
When a site is assigned to you, the wall opens.
Part of the screen | What it shows |
|---|---|
Timeline bar (top) | When the alarms of this site arrived, and the current time. |
Camera tiles | One tile per camera of this site that has a real alarm. Each tile plays the pictures before, at and after the alarm. |
Tile footer | The camera name, the number of alarms, and how long ago the latest alarm was (for example "20s ago"). |
"1/2" on a tile | This camera has several groups of alarms. This tile shows the first of two. |
Expand icon on a tile | Opens the camera view. See The Camera View below. |
Decision bar (bottom) | Not an alarm and Real alarm. |
The decision keys G and R always decide the whole site, not only the camera you opened.
Watch:
Decision | Key | Button text | Use it when | What happens |
|---|---|---|---|---|
Not an alarm | G | "Close and take the next one" | Nothing on the site needs action: no intruder, a known cause, an animal, weather. | All alarms of this site event are closed. Nothing is sent to the alarm system. You see "Closed as not an alarm." You get the next site at once. |
Real alarm | R | "Send to alarm management" | A person or vehicle is on site and action is needed, according to your instructions. | One alarm for this site event is sent to the alarm system. The other alarms of the event are closed with it. You see "Real alarm confirmed and forwarded to alarm management." You go on hold. |
Watch:
After Real alarm the screen shows Holding with a countdown, for example "Next assignment in 60 seconds", and the text "Complete handling in the alarm reception system. The next site opens when the hold ends."
Watch:
Pause every time you leave the desk, also for one minute.
While you are paused you get no sites. A site you held goes to another operator, or to the alarm system if no operator is free.
To come back: click Start Shift, then Resume Monitoring.
If you hold a site and take no decision within the time your supervisor has set, GC Surge takes the site away and pauses you. You see Inactive, "Paused due to inactivity", and the message "You are now paused due to inactivity."
If no operator is monitoring, real alarms are forwarded to the alarm system automatically after a short wait. The alarm system then receives alarms that nobody checked in GC Surge.
What this means for you:
Do | Do not |
|---|---|
Start your shift as soon as you sit down. | Do not stay signed in without a started shift and think you are covered. |
Work in fullscreen. | Do not keep other windows over the wall. |
Look at every tile before you decide. | Do not decide from the first tile only. |
Use G and R. | Do not rest your hands on G or R. |
Pause when you leave the desk. | Do not walk away with a site open. |
Finish the real alarm in the alarm system during the hold. | Do not wait for the hold to end and then start the handling. |
End your shift before you log out. | Do not share your account. Every decision carries your name. |
Tell your supervisor about anything that looks wrong. | Do not guess when a picture does not load. See the table below. |
Symptom | Cause | What to do |
|---|---|---|
The screen shows Monitoring paused | You have not started your shift, or you paused. | Click Start Shift, then Resume Monitoring. |
The screen shows Inactive | You held a site too long without a decision. | Click Start Shift. Decide faster or pause when you leave. |
Waiting for alarms for a long time | No real alarms are waiting. This is normal in quiet hours. | Stay at the desk. If you expect alarms, ask your supervisor to check the queue. |
Syncing does not go away | The connection is slow or interrupted. | Wait 10 seconds. Reload the page. Check the network. Then start the shift again if needed. |
"You are offline." | The network connection of your computer is lost. | Check cable or Wi-Fi. Tell your supervisor at once: you get no alarms while offline. |
A tile shows no pictures | The pictures are still loading, or the device sent none. | Wait a few seconds. Open the camera view. If there is still no picture and you cannot judge the site, treat it according to your instructions and tell your supervisor. |
G and R do nothing | The browser window is not active, or no site is open. | Click once on the wall, then press the key. Or click the button with the mouse. |
You pressed the wrong key | A key press decides at once. | Tell your supervisor immediately. If you closed a real alarm as Not an alarm, handle it in the alarm system by hand according to your procedures. |
"Failed to start shift. Please try again." | A temporary problem. | Try again. If it fails again, reload the page and tell your supervisor. |
The site disappeared from your screen | You became inactive, or your supervisor reassigned the site. | Look at your state. Start the shift again if you are inactive. |
The countdown after a real alarm seems long | The hold is set by your supervisor. | Use the time for the alarm system. Ask your supervisor if the value should change. |
The screen is small or the menu bar of the browser is visible | Fullscreen is off. | Click Enter fullscreen. |
You cannot open sites, team or billing | Operators have no access to these pages. | This is intended. Ask an admin. |
Action | How |
|---|---|
Start working | Start Shift > Resume Monitoring |
Not an alarm | G |
Real alarm | R |
Look closer | Expand icon on the tile |
Leave the desk | Menu > Pause monitoring |
Come back | Start Shift > Resume Monitoring |
Finish | Menu > End shift, then Log out |
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