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Alarm Routing Rules

Intelligent routing engine directing alarms to specific operators, teams, or queues based on site, device, priority, or time. GCXONE utilizes customizable Workflows to define exactly how an alarm travels through the system.

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Alarm Routing

Intelligent Distribution

Overview​

Alarm Routing Rules ensure that alarms are delivered to the right operators at the right time. This intelligent distribution system optimizes response times and ensures that alarms are handled by operators with the appropriate expertise and availability.

Routing Logic​

Alarms can be routed based on multiple criteria:

Routing Criteria​

  • Alarm Code: Route specific alarm types to specialized teams
  • Zone: Route based on physical location or zone
  • Schedule: Route differently based on time of day or day of week
  • Regular Expression: Advanced routing using pattern matching in data payload
  • Priority: Route high-priority alarms to senior operators
  • Site: Route based on site location or customer
  • Device Type: Route based on device category

Routing Examples​

Example 1: Priority-Based Routing

  • Critical alarms → Senior Operator Team
  • High priority → Standard Operator Team
  • Medium/Low priority → Junior Operator Team

Example 2: Time-Based Routing

  • Business Hours (9 AM - 5 PM) → Day Shift Team
  • After Hours (5 PM - 9 AM) → Night Shift Team
  • Weekends → Weekend Team

Example 3: Site-Based Routing

  • Site A → Operator Team 1
  • Site B → Operator Team 2
  • Site C → Operator Team 3

Workflow Configuration​

GCXONE utilizes customizable Workflows to define exactly how an alarm travels through the system.

Creating a Workflow​

  1. Navigate to Configuration App > Workflows
  2. Click Add Workflow
  3. Define workflow name and description
  4. Configure routing rules:
    • Conditions: When this workflow applies
    • Actions: What happens when workflow triggers
    • Routing: Where alarms are sent
  5. Test the workflow
  6. Activate the workflow

Workflow Components​

  • Trigger Conditions: When the workflow activates
  • Routing Rules: Where alarms are sent
  • Actions: Automated actions to perform
  • Escalation: What happens if alarm isn't handled
  • Notifications: Who to notify

Escalation Rules​

Administrators can configure rules to automatically notify managers via Email or SMS if an alarm remains in the queue for too long (e.g., >5 minutes) without operator action.

Escalation Configuration​

  1. Navigate to Configuration App > Escalation Rules
  2. Click Add Rule
  3. Configure:
    • Time Threshold: Duration before escalation (e.g., 5 minutes)
    • Priority Filter: Which alarms to escalate
    • Escalation Target: Manager or supervisor to notify
    • Notification Method: Email, SMS, or both
  4. Save the rule

Escalation Levels​

  • Level 1: Notify supervisor after X minutes
  • Level 2: Notify manager after Y minutes
  • Level 3: Notify executive after Z minutes

Auto-Feed​

This feature automatically assigns matching alarms to available operators based on their expertise or current workload, preventing bottlenecks.

Auto-Feed Configuration​

  • Operator Availability: Only assign to active operators
  • Workload Balancing: Distribute alarms evenly
  • Expertise Matching: Route to operators with relevant skills
  • Priority Handling: High-priority alarms bypass queue

Multi-Site Alarm Management​

For large-scale operations, sites are organized into Site Groups or Organizational Units. This allows a single "Managed Workflow" to be applied to hundreds of sites simultaneously, ensuring standardized security responses across an entire enterprise.

Site Group Configuration​

  1. Navigate to Configuration App > Site Groups
  2. Create or select a site group
  3. Assign sites to the group
  4. Apply workflow to the entire group
  5. Configure group-specific routing rules

Routing Best Practices​

  1. Balance Workload: Distribute alarms evenly among operators
  2. Specialize Teams: Route alarms to operators with relevant expertise
  3. Time-Based Routing: Adjust routing based on shift schedules
  4. Priority Handling: Ensure critical alarms get immediate attention
  5. Regular Review: Monitor routing effectiveness and adjust as needed

Need Help?​

If you need assistance configuring alarm routing, check our Configuration Guide or contact support.