INDEX



INDEX PAGE



Detachment Mailbox Instructions 1000-7

DOCC Equipment Problems 1000-1, 1000-3-6, 1000-9

Provincial Network Operations Center 1000-9

Telephone Equipment Failure 1000-6, 1000-8



SECTION: 1001

TITLE: REPORTING OF DOCC EQUIPMENT PROBLEMS

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


This policy will standardize the reporting method of reporting equipment problems in the DOCC.

A. EQUIPMENT AFFECTED



This would include everything in the DOCC, including systems such as CPIC, PIRS, ROSS, CIIDS; hardware: foot pedals, printers, keyboards, etc.



B. POLICY



If the equipment fails during normal business hours, report to the ATS staff at 780-3232.



If the equipment fails after hours, it is the "on duty" Supervisor's responsibility to attempt to resolve the problem the best possible way. This would mean contacting the Central Help Desk (CHD) in Ottawa if the failure pertains to PIRS, CPIC, CIIDS, etc.



A printed copy of the problem is to be retained on the clipboard located at the Zone 6 workstation. This ensures the next on coming Supervisor is aware of what is happening.



C. GENERAL



This does not mean that any "urgent" problems, that require a ATS technician to repair immediately, isn't followed through with a phone call to one of these technicians to report the outage and request for immediate repair.



Routine problems will be handled routinely. (ie: the next business day when ATS staff come on duty).



Even if the problem is resolved (through CHD, ATS, etc), the incident has to be documented in order to capture the degree and history of the problems we incur within DOCC.

SECTION: 1001

TITLE: REPORTING OF DOCC EQUIPMENT PROBLEMS

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


Ensure your message is clear if the problem continues and requires attention the next

business day; or has been resolved and what has transpired.

SECTION: 1010

TITLE: REPORTING OF FLEETNET RADIO PROBLEMS

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


This policy will standardize the reporting of FleetNet radio problems in the DOCC.

A. POLICY



If it is necessary for the on duty Supervisor to call WestWire and appraise them of the situation, document the problem, what has happened, what has been attempted to resolve the problem, etc. This will then be printed out and left on the clipboard located at Zone 6.

SECTION: 1015

TITLE: REPORTING OF RADIO PROBLEMS OTHER THAN FLEETNET

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


This policy will standardize the reporting of radio problems other than FleetNet radio problems in the DOCC.

A. POLICY



When the WestWire has ascertained that it is not a FleetNet problem, a member of the Regina Workshop will be contacted by a DOCC member to appraise them of the problem. If the problem is encountered after hours, a Workshop member shall be called at home. The listing of the Regina Workshop is found on CIIDS, User Defined, ID:Tech and Detachment: !!.



The Supervisor will call WestWire to ascertain whether the problem is FleetNet or not. If the problem appears to be RCMP related, the Supervisor will call a member of the Regina Workshop (as above). The Supervisor will also document the problem, what has happened, what has been attempted to resolve the problem, etc. A print out will be left on the clipboard at Zone 6.



B. GENERAL



There is no official technician that is "officially" on call. The supervisor will have to attempt to contact who they can. There is usually someone around from the North and someone from the South.



In most cases someone from the Regina Workshop must evaluate the problem and do

some testing prior to another shop being called. For this reason, when reporting a

problem, refer the trouble to a member of the Regina Workshop. If they feel it warrants

calling another shop, they will call the other shop or refer you as to who to call.

SECTION: 1020

TITLE: REPORTING USER PROBLEMS WITH THEIR ROSS ACCOUNT

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


This policy will standardize the method of reporting problems with individual ROSS accounts.

A. POLICY



Any employee of DOCC who is having an individual ROSS problem(s) should phone the Central Help Desk in Ottawa at 800-461-7797 to report the nature of the problem. An e-mail can also be forwarded to the Help Desk to report the problem.



When you forward your E-Mail, include your login name and password to your ROSS account (GroupWise password if you have set a password on this system). As well, you should advise when you will next be on dayshift during the week for the technician's attendance if required.



You may or may not (depending on the problem) have to be present when the technician attempts to resolve the problem.





SECTION: 1025

TITLE: TELEPHONE EQUIPMENT FAILURE

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


This policy will standardize the method of reporting telephone or line failures.

A. POLICY



When a problem is encountered with the equipment or lines that are leased from SaskTel; report the failure to SaskTel Repair Service at 611.



A report of the problem shall be placed on the clipboard locate at Zone 6.



A problem that involves the ACD/Perimeter System shall be reported to the Supervisor on duty immediately. The Supervisor will report the failure to SaskTel Special Services at 569-2650, advising SaskTel of a failure of the RCMP ACD/Perimeter System, 08DYDA, 017054 000 SKWN.



B. GENERAL



On an ACD/Perimeter failure, SaskTel will advise the Supervisor of a "ticket number".

SECTION: 1027

TITLE: DETACHMENT MAILBOX INSTRUCTIONS

SUPERSEDES/RESCINDS:

EFFECTIVE DATE: 2000-12-29


This instruction will allow all of DOCC to be able to assist the Detachments with the Detachment Message Manager and forwarding the phone directly to DOCC Saskatchewan.

1. There are two Mailboxes on your Detachment Message Manager.

i. The front end - Call Processing Mailbox. (The First message the Public hear)

ii. This mailbox gives the public the "O" Option, (To DOCC) or the "2" Option, to leave a message.

iii. The "2" Option transfers the caller to the Detachment Mailbox.



2. Setting the "Call Processing Mailbox"



i. Dial xxx-6245 (xxx is the local prefix and Message Manager Access Number for your area)

ii. Press #

iii. Enter the "Call Processing mailbox Number" This is the detachment main phone number.

iv. Enter your password.

v.. Press: "3" - greetings

"1" - mailbox greeting

"2" - record your greeting

Sample Greeting:

You have reached the ______detachment of the RCMP. If your call is an emergency press "0" now. Your call will be transferred to an operator who will contact a member of the detachment for you. To leave a message for the detachment press "2".



3. Detachment Mailbox (Where the public leave Messages after they press "2" )



i. Dial xxx-6234

ii. Press #.

iii. Enter the "Detachment mailbox number. xxx- (6000, 6300, 5101, 4800, 6300, 6001) depending on your area.

iv. Enter your password

v. Press 4 personal options

3 greetings

1 personal greeting

2 record your greeting

Sample Greeting: :

At the tone please leave a detailed message with a phone number where you can be reached. A member of the detachment will return your call.



4. Forwarding your phone



i. Direct to Message Manager - Public gets your Message right away - (No Rings)

a. Use this option only when there will be no one in the office.

Centrex Phone System:

1. Press the Call Forward Key



SECTION: 1027

TITLE: DETACHMENT MAILBOX INSTRUCTIONS

SUPERSEDES/RESCINDS:

EFFECTIVE DATE: 2000-12-29


2. Enter xxx-6245 (Message Manager access number for your area)

3. Press the Call Fwd key.



Smartalk Phone System:

1. Press * 72.

2. Enter xxx-6245 (Message Manager access number for your area)

3. Hang-up.



ii. Direct to DOCC for system shutdowns:



1. Follow step "b" or "c" depending on your phone system.

2. Enter the OCC 1-800-number for your area.

3. Regina Area: 1-800-667-6662 Swift Current Area: 1-800-667-0467

Yorkton Area: 1-800-667-4544 Saskatoon Area: 1-800-667-8547 North Battleford area: 1-800-667-6466 Prince Albert: 1-800-667-5355









(Gary Barbero) Sgt

Informatics Saskatchewan

SECTION: 1030

TITLE: PROVINCIAL NETWORK OPERATIONS CENTER

SUPERSEDES/RESCINDS:

EFFECTIVE DATE:


The Provincial Network Operation Center (PNOC) will be the single point of contact for the RCMP after regular working hours, in the event of an emergency.

A. PROCEDURES



During normal working hours, the RCMP are to call the Regina Sales Office for service. In the event of an emergency and after regular working hours and on weekends, the RCMP are to call the PNOC at 777-1500.



The PNOC Center will require the following information:



The PNOC will then contact the appropriate District Manager to get the project started.



G. GENERAL



The availability of facilities and equipment could be an issue in some Detachments because of their location.