Video Management and the Role of the Incident Handler in the MONITORINGBOOK PRO Software

Video management and incident handling have now become indispensable parts of dispatcher-based video surveillance services. For this reason, remote monitoring service providers must prepare their systems to be capable of:

• receiving alarm signals from various types of video systems on a unified software platform (multi-domain handling),
• displaying them in a homogeneous manner,
• assessing video images related to incidents according to pre-defined protocols,
• initiating local interventions remotely (issuing a warning to an unauthorized person through an outdoor loudspeaker, remotely controlling lighting),
• notifying clients, intervention units, authorities, or even maintenance personnel either manually (phone call) or automatically (SMS, email, push notification),
• professionally documenting the measures taken (assessment of video alarm, linking an intervention work order to the video image),
• and carrying out the related tasks (e.g.: preparing statements and reports) in a professional way.

The “Alarm Assessment” is an entirely new capability and an innovative function within the MONITORINGBOOK PRO incident handler, preceded by a year of development. The purpose of alarm assessment is the visual verification and validation by the dispatcher of video alarms signaled by artificial intelligence. No matter how professional artificial intelligence is, it is not perfect either. The significance of artificial intelligence lies in the fact that, unlike humans, it is capable of continuously and reliably monitoring incoming video images and filtering out those that may give rise to false alarms. Even so, it can also make mistakes—just far fewer than humans do. For this reason, it is extremely important that recordings classified as alarms by artificial intelligence are also visually checked by the dispatcher according to the pre-defined procedural protocol, and that the system produces professional documentation of this, which is also sent to the client at the end of the intervention.

You can find the description of the dispatcher procedure protocol for artificial intelligence-based perimeter protection here!