Tech Assist

The Tech Assist application allows technicians on-site to quickly troubleshoot issues and test alarm panels. You can download the application from the Google Play Store for android phones or, from the App Store for iPhones.

Log In #

Perform the following steps to log in to the app.

1. Input your Matrix login username into the Name field.
2. Input your Matrix login password into the Password field.
3. If desired, select the Remember Me option.
   • If selected, the Name field will automatically populate with your username the next time you log in to the app.
4. Input the URL of your Matrix site into the Site URL field.
   • If your Matrix environment is a securemcloud URL, you can input the URL name only into the field.
     • For Example: If the URL was https://dicecorp.securemcloud.com, you would input dicecorp into the Site URL field.
5. Select Log In.

Search #

Once successfully logged in, you will be navigated to the appropriate search page depending on your user’s assigned role within Employee Entry

The Account Number Search will display for users assigned any roles except Service Person or Installer.

The Ticket Number Search will display for users assigned the Service Person or Installer roles.

Account Number Search #

If the account number is known, you can instantly navigate to the account by inputting the number into the Enter Account Number field. This will display the Account Information screen for the selected account.

Advanced Search #

If the account number is not known, you can utilize the search features to find the desired account.

Input the desired information the system should search for into the Search Criteria field. All accounts matching the information will display. Select the desired account to view its Account Information page.

Ticket Number Search #

If your user is configured as a Service Person or Installer in Employee Entry, you will be restricted to viewing your assigned service tickets and their associated accounts only.

If the ticket number is known, you can instantly navigate to the ticket by inputting the number into the Enter Ticket Number field. This will display the Ticket Information screen for the selected account.

Selecting the Account Information option will direct you to the Account Information page and its available menu options. These menu options are defined in more detail below.

Advanced Search #

If the ticket number is not known, you can utilize the search features to find the desired ticket.

Input the desired information the system should search for into the Search Criteria field. All tickets matching the information will display. Select the desired ticket to view its Ticket Information page.

Menu #

The hamburger menu will display all the available account information pages you have access to. Each of these pages is defined in more detail below.

Recent Accounts #

The Recent Accounts dropdown displays the last six accounts you have viewed. You can select accounts from this list to view their information.

Account Information #

The Account Information page displays the account’s basic information. This information is read-only and cannot be updated from the app.

You can update the account’s disable status by selecting the Disable button. More information on adding disables within the app can be found below.

Contacts #

The Contacts page displays all contacts data entered on the account.

Edit Contact #

You can select a contact to view, edit, or delete their information.

Add Contact #

Selecting the Add option will display the Add Contact page.

Perform the following steps to add a contact.

1. Input the contact’s first and last name into the Name field.
2. Input the contact’s 10-digit telephone number into the Phone Number field.
3. If applicable, input the extension number used to reach the contact into the Extension field.
4. Input the contact’s preferred email address into the Email field.
5. If applicable input the unique code that will identify the contact as performing an open into the Opening ID field.
   • This is not the code the contact inputs into the panel but a unique code that identifies the contact as the individual who performed the open on the account within the history event details.
6. If applicable, input the unique code that will identify the contact as performing a close into the Closing ID field.
   • This is not the code the contact inputs into the panel but a unique code that identifies the contact as the individual who performed the close on the account within the history event details.
7. Input any miscellaneous identifying information about the contact into the Personal Information field.
8. If applicable, input a code the contact can use to prove their identity to operators into the Passcode field.
   • When contacting the central station, operators can ask for this code to confirm they are speaking to the correct contact.
9. If applicable, input a code the contact can use to inform operators of an emergency into the Duress Code field.
   • When contacts the central station, the contact can provide this code to operators to inform them to dispatch.
10. Select Save to complete adding the contact to the account.

Live History #

The Live History page displays signals as they are received on the account. This allows technicians to verify signal codes received from the panel.

History Search #

The History Search page allows you to view past history events received on the account.

You can select a date and time range to display the events that occurred within that range. Perform the following steps to search for history events.

1. Input the date the system should begin searching into the Start Date field.
2. Input the time the system should begin searching (on the Start Date) into the Start Time field.
3. Input the date the system should stop searching into the End Date field.
4. Input the time the system should stop searching (on the End Date) into the End Time field.
5. Select Search.

Once selected, the system will display events received during the selected time frame.

Event Details #

Selecting an event from the search results will display additional information on that event. See the Matrix History documentation for comprehensive instructions on viewing event details.

Zones #

The Zones page allows you to view account zones and manage disable statuses. More information on managing account disables can be found below.

Edit Zones #

Selecting a zone will display that zone’s details. You can update the zone’s Description and Event Type as needed.

Add Zones #

Selecting the Add option will display the Add Zones page.

Perform the following steps to add a zone to the account.

1. Input the alarm signal that the panel will send to DICE into the Alarm Signal field.
   • This is the signal you are expecting the panel to send given how the panel was configured on site.
2. Input a brief explanation of the zone into the Description field.
   • This description will appear within account history, reports, etc.
3. Select the category the signal can be defined as from the Event Type dropdown.
   • The event types listed here are predefined by the system.
4. Select Save to complete adding the zone.

Notes #

The Notes page displays all notes assigned to the subscriber within Data Entry and Dealer Maintenance (when applicable to the account’s group). The notes are read-only and cannot be updated from the app.

Disable #

The Disable page displays all disables currently assigned to the account and allows you to create new disables.

Add Disables #

You can add disables to the account by populating the available fields.

Perform the following steps to add a disable.

1. If desired, input the alarm signal you would like to place on disable into the Zone field.
   • This alarm signal can be one assigned to an existing zone or a signal expected to send from the panel.
   • Leaving this field blank or populating it with ALL will disable the entire account.
   • Populating the field with the desired alarm signal (or an assigned zone alarm signal) will disable that signal/zone only.
2. Input the day the disable will begin to take affect into the Begin Date field.
3. Input the time the disable will begin to take affect into the Start Time field.
4. Input the day the disable will stop into the End Date field.
5. Input the time the disable will stop into the End Time field.
6. Input any additional information into the Information field.
7. Select Save to complete adding the disable.

The disable will take affect from the start date and time until the end date and time. See the On/Off Test documentation for comprehensive instructions on how to manage disables within Matrix.

Edit Disables #

Selecting an existing disable card will populate the disable fields with its assigned parameters. You can update the parameters as needed and then select Save to complete updating the disable.

Camera View #

The Camera View page displays camera live views and any received event viewer information. See the Event Viewer documentation for information on using the Event Viewer.

You can select alternate camera views from the Camera dropdown. Cameras that are red are those that are disconnected or otherwise malfunctioning. See the Camera Setup documentation for information on managing camera streams.

Cameras configured as events only streams will display text notifying the user that cameras configured this way do not display a live view. See the Add Stream documentation for instructions on how to configure camera streams.