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Getting started with the system
Who is this article for?
Users who want to learn more about the system.
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Ideagen Viewpoint is a multi-platform complaints and inquiry solution that aggregates complaints from various sources, identifies and matches previous contacts, and enables manual complaint entry with quick access to frequent complainers.
This article compiles information and Help resources to familiarise you with the solution and serve as a reference for internal system experts.
1. Components
Ideagen Viewpoint operates across multiple platforms to serve different user needs:
- Admin console – Core application used by airport employees to manage and process complaints.
- Phone app – Enables community members to submit complaints easily.
- Complaints form – Optional online form that can be configured for web-based submissions
- Voice recognition - Interactive voice recognition (IVR) entries for telephone-based complaint submission.
2. Integration
2.1. Ideagen ANOMS
Ideagen Viewpoint integrates with Ideagen ANOMS by storing complaints in the database. This integration allows you to access existing complaints analysis and mapping functionality within the Ideagen ANOMS client.
The system acts as a gateway where unidentified or new complainants are held for initial review before proceeding into the Ideagen ANOMS database. Investigatory and response workflows remain in Idaegen ANOMS, whilst Ideagen Viewpoint handles the initial complaint intake and validation.
2.2. Sentinel systems
Beyond airport environments, Viewpoint can be informally integrated with Sentinel systems for other industries. This includes ports or industrial facilities located near communities where complaint tracking and response management are essential.
3. Content filtering
Ideagen Viewpoint includes intelligent matching capabilities to prevent duplicate complainer records. The system automatically identifies when the same person submits multiple complaints.
The content filtering feature can parse submissions for specific words or phrases to detect profanities or threats with reasonable accuracy, helping you identify potentially sensitive complaints quickly.
The system also recognises when multiple complainants (senders) submit from the same address. These individuals are identified as part of the same household. Graph breakdowns for complaint sources can then show why certain locations generate higher numbers of complaints, providing valuable insight into complaint patterns and community concerns.