Mr. Jotham Kildea ICONICS Solution Sales Supervisor and Mr. Joshua Obal ICONICS Senior Software Engineering Supervisor provide a demonstration of ICONICS CFS WorX Connected Field Service solution using Lake Cities Municipal Utility Authority’s system.

Video Transcript

[0:00] Mr. Jotham Kildea ICONICSS Solution Sales Supervisor

System Integrator Mr. Shane Stevens, Owner of Impact Automation and Controls was gracious enough to give me access for the week to their actual system. So, I will pull it up on an iPad. So, I set up this system so that if we get an alarm, if something goes wrong in the system, we can say, “Okay, turn on an alarm.” It's actually going to send me a text message. I'm probably not going to be able to hear it too well for you guys, unfortunately, but the dispatcher can send me a text message that says, “Hey, this is a situation for their workers”. That's the typical workflow that they'd get a text message or an email pop up that says, “Hey, something's wrong.” They know working part of their practice and procedure, they're going to go to the MobileHMI and check and take a look at it; they might use a visual like this. So, this is just the standard alarm viewer; they can see what's going on. And the system, I don't know much at all about that second alarm because that's something going on today. But let's say that they get a message. If they need to take action, they could just directly from this acknowledge it. This is that acknowledgement response I was talking about. This is also MobileHMI. So, if I go back, we can also look at some of the other things within the application. 


So, there's a few different systems; they're both a freshwater and wastewater treatment system. So, I'm going to the water system and see some of the graphics here. This is something a user might do before responding and acknowledging to an alarm to figure out a little bit more nuance what's going on in the system. They can browse into the system to see what's going on. I have read only access and, and for a good reason; I don't know what I'm doing, but they'd be able to go in here, perhaps take control of certain situations or just see what's gone on. If they're dissatisfied with what's going on, they can just go back to the alarm viewer, and then they can go ahead and acknowledge that alarm. 


Let's see. I'm going to browse back to that alarm viewer. And straightforward, just click on that alarm. And I can acknowledge it directly from this viewer; this is pretty much what they do day in and day out to actually operate the system. So that was pretty cool. Shane was nice enough to give me access to this and trusted me not to acknowledge that other stuff. That's kind of what they use that thing for. It's not complicated, not crazy unusual how they set it up; this is something that they can take with them out in the field. And hey, something's gone on, they get a message. Oh, I can take a look at it; maybe they may just dismiss it. Maybe they may take a look and figure out what they're doing and acknowledge. Simple as that. So that's what I'm going to share with you. I'm also going to pull up Josh at this point. And we can have a look at some of the other applications we've put together. Definitely want to show you Shane because real applications are always king, but I want to show you some of the other stuff we've been playing around with for design and how users are interacting system.

[3:10] Mr. Joshua Obal ICONICSS Senior Software Engineering Supervisor 

I put together a demo today to give everybody an idea of a lot of those different capabilities that Jotham was mentioning. During the slides, we're going to go through these analytics and dispatching dashboard. I'm going to show a little bit of work order integration, integration with Microsoft Teams, some of the intelligent alarm escalation, workflows, things like that. So, to get started here, this is the home screen on the analytics and dispatching dashboard. You can see some key metrics here, like the number of active alarms and unacknowledged alarms, and the current alarm list. We have some details about how workers have been responding to the alarms and actual responses that they've given to some of the alarms. CFSWorX has some additional capabilities where you can accept or reject an alarm or say you're busy. And when I say alarm, I mean events in the general term, like Jotham was saying. This could be a fault or other alarm source. And then on the bottom section here is some information about the geofences and worker location like Jotham was mentioning. 


I'm going to switch over to the dispatching page here. I want to show an example. This is in the West Texas area. We're going to do a demonstration where Jotham will fill the role of the field worker, and I'll be the dispatcher. On the left side here there's an expandable collapsible tree control which shows our assets in the system. I can right click and zoom in. And in the map control in the middle, we can see where all of the different assets are located, where all the workers are located. So Jotham is pretty close to this pump station here. I can zoom out a little bit; I can pan down. I'm located here in the Andrews area in the control room. And I'm doing the dispatching. So, when an alarm comes in, we're going to be able to click on it in the dashboard to see what the details are of that alarm, where it's located, the severity, and we can even see a list of the workers to see who is closest to the alarm. Also, we can see whether or not the person is on schedule, and where we are getting some additional information from the person's phone using our MobileHMI. So, we get the location information, the battery, and the signal power. So, if you're manually talking to some of these workers, you can tell if you have a good chance of being able to get ahold of them on the phone. I can filter here by who's currently on schedule. 


The scheduling information could be coming from one of those CRM systems that Jotham mentioned, or it can be defined locally in the ICONICS software. In the upcoming 10.97.1 release, we added this new page here for scheduling. So, if you're using the ICONICS scheduling system, you can go here, see the list of your workers, and you can click on one of them. You can bring up their schedule to view it. So, Janet Leverling is using the shared second shift schedule which could be used by multiple workers. You could alternatively give a schedule to each worker individually. So, you can assign different appointments or something in somebody's day. So here you can see that second shift schedule. It also has support for holidays and exceptions. And there's a runtime tab where you can go to see the current status of that person's availability. Let me go back to the dispatching page now. And I want to give a live demo of dispatching an alarm to the field worker who will be Jotham. 


Real quick, I'm going to show you what's going to happen. This is the workflow that we're using. So, the blue circle here represents where the incoming alarm will occur and be received in the system. Then there's a worker lookup activity; it's going to look for the field worker who's available. In this case, I'm just looking for Jotham, that provides his name, his contact information, his availability. The next activity here is going to send him an email via SendGrid. There'll be a small delay, and then it'll check to see if he acknowledged the alarm. If not, it could go on to the next field worker in the system and notify the next person. In this case, I want to go forward and escalate that alarm to the dispatcher to let me know that he didn't acknowledge it in time. So let me go back to the dispatcher page. And I'm going to going to activate this alarm right near Jotham. And I'll switch over to his mobile device view. So, we can see what he's seeing on his phone. Now, he's going to be getting the email, and I'll let him take over,

[9:04] Jotham Kildea

We set up a screen share, so you don't have to squint while holding it up. So as Josh mentioned, I actually just got that notification. So, you can see that on the top of my list here. This is in Outlook. This is the message that came from SendGrid. If I look at it, everything's configurable in the format of the message. So, if I wanted to, there are instructions in here of how I could acknowledge it by putting in a special acknowledge ID to just acknowledge it straight out. But of course, I want to see a little bit more detail. So, I'm going to use the link here to figure out what's going on with that system. 


So, click on the link, and this is going to bring me to the view of that alarm. So already I've got the alarm synopsis a little bit better formatting of what's going on in that alarm. And across the bottom, you'll see that there are quite a few different things that I could do to take action. When we set up this demo, I told Josh, “Hey it’s a Connected Worker session. We've got to talk about how we connect to workers.” So, there are a few different things you can do here. One of the simple things, of course, we know how to do this very well, Equipment Details, so fourth one down. This is going to take from the alarm detail to more of a traditional SCADA view. So, this is going to bring up information about the actual asset that is triggering that alarm. So, I'm just going to browse to the system. This is pretty straightforward to see, “Hey, there's something wrong there with bar power.” I can look at that pretty plainly. But from a SCADA view like this, you might also look at prior maintenance logs, look at other related equipment upstream or downstream. You might look at what's going on with other systems. When did this problem happen? What was the preceding factor - all that historical data, all that fun stuff will be there. This is an example of how that might happen. 


To go back, you can browse back to the alarm. Equipment Details is definitely one thing you might look at. Another thing you might look at would be creating that work order. So, Josh mentioned that these are integrated to dynamics here; that's going to be the second button here, create the work order pops up with the details, the summary is pre-filled of what's wrong with the information just based on the alarm that could be coming from other attributes of the alarm, whatever you want. I'm going to just put some quick instructions here. Let's see. Okay, place filter, go ahead and create a work order. So, what that's going to do is go off and actually integrate that and put that into the dynamic system. So actually, if I go to view the work order, that's going to take me over to, and this is one of those multi-apps versus one app switches. We've now just launched over to the Dynamics 365 Interface; this is on the web interface. So, I can see this work order that we just created with the information that I put in about the pump. On the second page are my instructions in my replace filter. So, all that information is going to be plugged right into the work order. This might be a situation that you have as the eventuality of what do you do with this alarm. So, let's see what I've created. I've looked at some of the information. I've created a work order for it. Maybe before I go to the site, I want to talk to the dispatcher, Josh and say, “Hey, I got more questions”. So, I'm going to contact dispatch on the bottom; this is going to bring up Teams. 


So, this is going to jump to the Teams app. It's already pointed me to a chat with Josh. We might want to take a shortcut and say, “Hey, you might want to use this information.” So, let's just pre-populate that field. I can delete it. But let's say I say, “When was this last serviced?” That's going to send a Teams message to Josh. Nothing unusual there. That's just a standard Teams message. So, I'm in the Teams chat. He can see it on his device. There it is popped up. Okay, send me a message. Already got that here. Simple as that. We're in the same room. Obviously, I'd be out in the field; he'd be back in the site. It's Teams. So of course, that was just a quick text message I might send. I could start an audio, or video call with him. These are just standard features. Just so you know how to keep people connected. Because hopefully information is right there on the screen for me. But if not, everything's there, or there's some stuff that's not in the system. Or I say, “Hey, Josh, why'd you send this to me?” I might want to call them up and ask. So it’s very useful to have that integration there. So let me jump back to the screen one more time. So back here.


As I said, I obviously can acknowledge the alarm. One thing I wanted to show is just getting the directions as another thing. So, it's actually in the alarm view. I just have the directions, click here. If I've decided I'm going to take over this alarm, or work order, I'm going to figure out where I want to go. One part of the demo we didn't manage to fake or didn't manage to sync up, is that I'm in Massachusetts; the assets is in Texas. So, it's a very long drive for me. I'm not actually driving that. That's one of the eventualities of that, so it will bring up the again external apps. We'd like to think it, but we're not the best at navigation and mapping, Google Maps and Bing Maps are pretty good. So just use those. So, it's going to bring up the maps and tell you how to get there. And the last thing is that I acknowledge it; that's honestly the easiest part of it. Just do a quick acknowledgement. I can see. I took ownership of it. I acted as mobile user.

[14:24] Josh Opal

Alright, I have a few more minutes here. You saw I had a 15 second delay in my workflow earlier. And Jotham didn't acknowledge it within that allotted 15 seconds. I also got a message in my email that said there was an unacknowledged alarm on pump station. So that gives you an idea of the escalation scenario where the field worker, or field workers all get notified about the alarm. If they don't reply, then you can let the manager or dispatcher know that there's something more important than needs to be looked at. And you have full control to customize those workflows. 


A couple more things in the analytics dashboard. There's the event Analysis page where you can see how all the workers have been responding to the alarms in your system. So, there's different statistics being calculated here by our AnalytiX-BI server, telling you average response time in minutes, average response time by asset source, how many responses each worker has done. And different response types per worker. So, you know that somebody might be rejecting everything. Maybe they're busy right at that time, and you need to talk to them about what they're working on because they've been rejecting everything. 


There's the geofencing. So, as you saw in the dispatching page. We had little shapes drawn around some of the assets. And like Jotham explained earlier, we might want to know when somebody is getting close to a particular asset, so they can do some work. Some maintenance work on that; I can zoom in and out on the map here. And this is showing some of the history of how many times different workers are crossing in and out of different geo fences. How long they were in a particular geofence. And then all of those ge fence events are shown on the bottom here. 


There's a page for the live worker information. Again, you can either be getting the location information from our MobileHMI app, or we do have support now to import the location information from third party apps like Salesforce, ServiceNow, things like that. But this will tell you again, the geofence events that are occurring where everyone is located, how long they've been in a particular geofence. 


And then the final page here is the ICONICSS remote expert technology which would allow you to initiate a call from a worker to the dispatcher to get additional assistance on resolving an issue. So that is everything. Thanks, Jotham. 


Thank you, Josh.