Troubleshooting Incorrect Asset Locations in Visual Command Center (VCC)

This article provides guidance on identifying and resolving issues where asset locations are displayed incorrectly in Visual Command Center (VCC). We'll cover potential causes and offer step-by-step troubleshooting instructions to ensure accurate location data in VCC.

Root Cause

Incorrect asset locations in VCC can be caused by several factors, including:

• Improperly configured asset types in the Everbridge Admin Console
• Missing or incorrect location data in contact profiles
• Misconfigured alert settings
• Performance issues due to excessive filters or settings

Solution

Configuring Asset Types and Locations

1. Enable new asset types in the Everbridge Admin Console:

• Go to the 'Feeds' section in the Admin Console
• Expand the 'Asset' section
• Ensure new asset types are enabled and not 'yellowed out'

2. Verify location data in contact profiles:

• Check if the 'Location ID 1' field is populated in employee contact profiles
• If missing, confirm that location data is listed in the 'Contacts and Assets' section
• Add missing locations to the asset list if necessary

Managing Alerts in VCC

To ensure comprehensive visibility of alerts:

• Be aware that acknowledging an alert removes it from other users' views
• Download alert reports for a complete list of all alerts received during a specific time period

Alert Settings and Rules

1. Configure VCC Alert Settings to include all relevant location types:

• Go to the Admin Console > 'Data' section > 'Contacts'
• Ensure 'Select Location Types to alert on:' includes 'Static' locations

2. Set up 'One-Off' rules to 'Always' alert, even if no assets are in the affected area

Optimizing VCC Performance

To improve VCC responsiveness and prevent display issues:

• Reduce the number of filters and settings enabled in VCC
• Limit the number of states selected using the VCC/Context/State layer
• If selecting multiple states causes issues, try simplifying the polygon or manually drawing a shape

Ensuring Accurate Location Data

Proper definition of location information is crucial for correct asset display and emergency call routing:

• Verify that all relevant phone numbers and addresses are correctly configured in the Everbridge portal
• Ensure emergency contacts are properly defined to avoid routing issues and unnecessary charges

If problems persist after trying these solutions, please contact Everbridge Support for further assistance.