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d i g i t a l
"Protecting People & Property Since 1968" ®
Dealer Monitoring

ADM HOME

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Dispatcher Manual

American Digital Monitoring® Dispatchers Manual

 

 

We are a wholesale alarm monitoring service that monitors commercial and
residential burglar, fire and medical, High rise fire systems and elevator
emergency phones for professional alarm Dealers in the United States and Canada.
 While most Subscribers (Customers) we monitor belong to other alarm companies,
about 15% of them are our own Subscribers

 

This is Your Online Reference Manual.

 

Should any changes occur, you will receive a written document with any specific
changes that you will need to review and sign off on.  They will then be in
effect moving forward.

 

Each station will have access to this manual that will be for dispatchers to
refer to if any questions. It is your responsibility to keep up on all the
updates. Periodically refresh yourself if you need to.

 

Should you have any questions on any of these instructions, ask your manager
right away. If they are not at their desk you can contact them on their cell
phone at any time day or night, no matter how late or early.



 * CUSTOMER CONTACT INFORMATION
 * INTERNAL PHONE EXTENSIONS
 * VOICE & VIDEO RECORDS
 * SHIFT LOGIN / LOGOUT
 * UNIFORMS / OPERATOR DRESS CODE
 * ANSWERING OF EMERGENCY PHONES
 * ACCOUNT LOOK-UP
 * CUSTOMERS WITH SERVICE OR ALARM ISSUES
 * ADDING NOTES TO AN ALARM ACCOUNT
 * BALANCE OF USER GUIDE INFO

CUSTOMER CONTACT INFORMATION

***********************************************************

Cen Com inc. dba American Digital Monitoring 

24 hour Central Station (800) 765-2580
 
Business/Corporate Office (800) 365-2527


INTERNAL PHONE EXTENSIONS
***********************************************************
 
100/300 - Main Dispatch Desk 
101/301
102/302
103/303
104/303
105/305
106/306
107/307
108/308
109 - Offsite Dispatch Center (Lena)
 
201 to 209 Offsite Operator Desk Phones
300 to 309 Operator Desk Phones
110 - James (Tech Support)
112 - Marisa Cats (Sales)
113 - Phillip Clegg (Mgmt)
114 - Gary Lindblom (A/P)
116 - Alex Elliot (VirtuAlarm Mgmt)
121 - Jenn Froscher (A/R)
123 - Lena Lyons (CS Support)
701 - Ben Price (General manager)
703 - Ronald Cats - (C.E.O.)


VOICE & VIDEO RECORDS

***********************************************************

For security purposes, all phone lines in and out are recorded 24/7 and the
dispatch center is under video surveillance as well.

When calling or answering phones, allow for 5 seconds for the system to announce
“this call is being recorded” before speaking or you will be cut-off and not
heard.

Be courteous always, no matter how difficult the caller or situation.

Consider your job to be of a customer service position, with the requirement to
take control of a situation as if a 911 operator would in the event of an
emergency or situation requiring firm instructions or action.

Do not say anything in a manner you would not want to be recorded and heard by
management later if a complaint was filed as the logs would only be reviewed at
those times.



SHIFT LOGIN / LOGOUT

***********************************************************

While your shift may start on the hour or half-hour, you are to be at your
assigned operator desk and ready to login at 5 minutes before your actual shift
start.

On your screen will see matrix log in. If it is not there, you are to go to web
browser and input admlogin.com at that point the matrix log-in should pop up.
(if not call your manager to walk you thru it.)

Your log in was provided to you by corporate office. Log-ins’ are case sensitive
so please input the log in as it is given to you. (Do not save your password to
any computer)

Once you are logged in you will see the matrix tab on the upper left side of
screen, you will click on it, then click on Monitoring v2 to start monitoring
alarm signals. Once full monitoring screen is up and running, on the top left
hand of the screen you are to click on not receiving in order to receive alarms
(Red means Not Receiving – Green means Receiving). At any time that you need to
leave your station you are to go not receiving. (your caps locks key must be
engaged at all times while dispatching).

At the end of your shift you do not x out of your screen, you must log off
properly. Click on exit at the top center of your monitoring screen, then you
click on the matrix tab on the left side of your screen and then click on log
out to fully be logged off.

We are a 24/7 monitoring company, which means you are to stay at your station
until your relief has arrived. At no point should you clock out just because
your normal shift is over. There are to be a minimum of two dispatchers to be
logged on for every shift at all times. If your relief is late contact your
manager as soon as possible. 



UNIFORMS / OPERATOR DRESS CODE

***********************************************************

You will be provided with two uniforms / overcoats to wear during your shift. 
When you are not on shift, it can be stored in your locked, but not wadded up to
make it wrinkled during its wear.

The uniforms must be washed on a weekly basis or sooner if they are visibly
dirty.

When you are issued your two  uniforms, the value of the uniforms shall be
withheld from your SECOND paycheck.  Should you terminate, simply return the
uniforms in good condition prior to your final paycheck to receive a full refund
for the cost witheld from your SECOND paycheck.



ANSWERING OF EMERGENCY PHONES

***********************************************************

When the phone rings, LOOK at the digital call display.  ALWAYS answer the phone
as it is displayed.

Examples: 

(a) “FALSE ALARM", would be answered as "False Alarm Line, Are you reporting a
false alarm?

(b) SUB TESTING Would be Subscriber Testing, how may I help you?

(c) Standard Security   Would be STAND SECURITY CENTRAL STATION,  “how may I
help you?”

 

IF THERE IS NO DISPLAY SHOWN THEN SAY <b>'CENTRAL STATION, HOW MAY I HELP
YOU?</b>

If alarms are coming in at the same time calls are coming in, and you have
determined that the caller is NOT one of the Subscribers whos alarm is in
pending or in process, You will need to take control of the situation by PUSHING
the caller on hold by saying " I am sorry I have a live alarm and I need to put
you on hold for a moment. One Moment please...”

(PUT ON HOLD)

If a caller uses the FALSE ALARM LINE to get to an operator sooned, you are to
PUSH the caller to EXTENSION # 4447.  This is called our FALSE ALARM LIAR LINE. 
When transferred to that line, they are told NOT to do it again and then they
are re-queued to the non-emergency line to be answered.



ACCOUNT LOOK-UP

***********************************************************

When a caller attempts to have you reference their account, you can only look up
their acocunt by:

 

ACCOUNT NUMBER (Requires Password Verification)

ADDRESS (Requires Password Verification)

YOU CANNOT look up an account using the PASSWORD because you would be required
to verify it with their Account number or Address anyway and if they knew that,
why ask for a password?

To look up any account by account numbers or address, click on caller
assistance.

If looking by account number or address, you enter the information, then go to
passcode status below and click the magnifying glass at that point the password
look should pop up on screen. BEFORE YOU PROCEED, YOU MUST HAVE THEM GIVE YOU
THE PASSWORD EXACTLY AS IT IS SHOWN. DO NOT HELP THEM 'GUESS' IT.

Double click the password then proceed to answer questions that only pertain to
signals received. We are only allowed to view the last 24hrs of signals. If they
want information that goes beyond the 24hrs, you have to direct them to call the
dealer themselves.

 

 

If they do not know the password associated with the acocunt number or address,
you are to direct them to their alarm company.

No information can be given without the password. no exceptions.



CUSTOMERS WITH SERVICE OR ALARM ISSUES

***********************************************************

Your job is to respond to alarm conditions in progress.  You are not an
answering service operator or at technician.  Be polite and respectful, but do
not stray from your primary duty.

If a caller has ANY questions in reference to ANYTHING other than alarm activity
either occurring NOW or in the past 24 hours, you must give them the phone
number to their alarm dealer.

DO NOT TRANSFER them to our tech support or a Dealer directly.  Just give them
the NAME and phone number and PUSH them off.

 

We are not a customer service center

This is not a customer service center, nor are you a technician.

What you say can be a liability to us!

Do not answer questions outside of your job description.

 

 

If at any time a client gets hostile and you have access to their account
number.

Write down their account number, time of call then add notes to the account.



ADDING NOTES TO AN ALARM ACCOUNT

***********************************************************

Once account is pulled up through caller assistance, you will click on history.

At the bottom of that information sheet you will see + add message.

You will then click on + add message and a message box will appear. Type in your
notes then click save.



BALANCE OF USER GUIDE INFO

Passcodes

You cannever give hints for passcodes!!!!

When looking up an account: passcode is need at all times!!If they give you a
wrong pw you are allowed to let them know if it is incorrect.(they are only
allowed 3 tries. On the 3rd try they are to be directed to their alarm company).

For actual burglary-alarms: if they give you a wrong password, ask them to
repeat it, once repeated and if still wrong just say thank you, then upgrade to
duress and dispatch police immediately. Passwords are required for all
burglary-alarms. Always!!!

For fire, passcodes are not required but a definite plus. You can accept a
verbal false alarm and all is ok. Just document name of person (first & last)
name stating it is a false in the quick notes box.

For medical, A password is not required (no need to even ask for one), just a
verbal all is ok. Document name of person in quick notes stating it was a false
alarm.

 

False alarms

If on an alarm and the false alarm line rings…. “Answer as follows, false alarm
line, are you reporting a false alarm now occurring?”

If they say yes, you can help them at that point. If you look on your screens
and see if their name is either on hold, pending or another operator has the
alarm. If it is not on the screen, you can put them on hold. Ask them for the
name on the account, say the name out loud so that the other dispatcher in the
room can hear it (they may be working on that exact alarm). If they have that
alarm on their screen say the password out loud to verify with the other
dispatcher. Let other dispatcher know the name of person calling in and their
request, example: stand down or dispatch. If they have questions on the account
that is when you transfer call to the dispatcher that has the account already.

If they say no you need to transfer them to the non-false alarm line extension
4447. There is also a false alarm transfer button you your phone.

For people on the call list, if they know the password, you can give them any
information they need. If they do not know the password, you can only give them
brief information, such as, the alarm at the _______ residence went off, or the
alarm at the ______ business has gone off. Any other information they will have
to ask the homeowner or their office. (Remember, someone may be calling just to
find out information about the alarm to see if police have been dispatched, do
not give the information). If they need any further information you have to
direct them to their dealer. You can give them the number of the dealer if they
need it.

If they have the password and request cancellation of dispatch for burglary,
medical or residential fire. You let them know that you will Attemptcancel for
them. If no emergency alarms are pending, you can create an authority recall and
Attemptcancellation. (We do not just look up number and call to cancel). Always
remember, cancelling the authorities is the very lowest priority.

Whenever someone requests a cancellation, make sure to document it in the
account, who called in and what they requested. Such as…. Debbie Williams call
in with password and says it’s a false alarm, she says she is the homeowner and
requested cancellation for police, fire or medical. If you are able to cancel,
make sure you document the dispatchers badge number.

 

 

Handling premium customers and panic alarms

Your main screen will drop the alarm to you when you are available. It will
prompt you what to do.

Be sure to read the information on the alarm!

It will be labeled on what kind of alarm it is, be sure to check for prior
signals received. If you receive an opening/open/cancel as the last signal
received, you can stand down and clear out the alarm at that point.

If it is a platinum/premium account, then you are still to make the premise call
and notify. It will usually say “Cancel-Premium call Premise”. Just know that at
Alltimes, our customers (alarm services.com/alarm partner) are treated as
premium customers regardless if you see it on the account or not. You are still
to ask if all is ok. Make sure you get their name and password. Even if no
password is given or wrong password, you just say thank you and disregard
without making any further calls.

If you are working on a burglary signal and then a fire signal comes in, and no
answer on the calls before the authority, you must then dispatch on both
signals. Send out police and fire department.

If you are working on a burglary and it then turns into a panic. Stop all calls
and dispatch police immediately. (even though you spoke to someone and received
a password, proceed with dispatch.) If you have already dispatched and the panic
comes in, call back the police and update the it is now a panic.

Handling alarms

Once you have acknowledged the signal and looked at prior signals, you can
proceed down the call list and completing the signal.

To pull up the call list you will click on auto-dial. The call list will come up
in the order the subscriber wants us to contact people. So, if the police are
second or last on the call list is not your issue. You follow the list as it is.
Do not faulter or call in any other order. Only exception to do so is if a
panic, duress, hold up comes up with a call list. These alarms are police only!!
If call list comes up, make sure you only contact the police, then clear out the
alarm.

Always remember to call the premise or first caller 2 to 3 times before moving
on to the next call. (on the second call if line is busy you are to try a 3rd
time).  If you get a disconnected message on any persons on the call list log
first try as call aborted and dial a second time verifying that you did dial the
correct number before you document it as disconnected. (Do Not use the redial
feature, you are to manually redial the number.

When you get an answer at the premise or on your first call you say, “Hello,
this is them monitoring center for (alarm company name), we have received a
(burg, fire or medical) at your premise is everything ok? Can I get your name
and password please? (Be sure to document name at all times) if they says all is
ok and you received password, you can clear the alarm out. If they request the
police, of course you follow subscribers request. Make sure you also document it
in quick notes as “(spoke to (name) and has requested dispatch).”

When the password list comes up, you must highlight and click on the one given
to you. Sometimes there are multiple passwords for one account and sometimes
this is even a different duress password. If duress passcode is given you know
to dispatch immediately as a duress.

Should a customer talk over you before you can get their name and password,
please politely cut them off and get the information first. It is very
important. The alarm can cut you off before you get this and you may not be able
to get back in touch with the premise.

If the person that answers say they do not know the password. Make sure you get
their first name and last. Make sure to ask their position with the company or
relation to homeowner.

Document in your quick notes. For example: Sue Bolsom says she is the daughter
of the homeowner and all is ok but does not know password. -or- Sue Bolsom says
she is an employee, all is ok but does not know the password. 

If you receive a bad pw, make sure you ask them to repeat themselves before you
upgrade to duress. If they give you bad password twice, you then say thank you
and move on to police, upgrading to a verbal duress. Once dispatched you can log
the alarm has handled.

When dispatching authority

Whenever you are dispatching to the authorities make sure you are speaking
clearly.

When giving address, pronounce the street numbers individually, such as one
eight five Lincoln Ave., not one eighty-five Lincoln Ave. If the alarm is in New
York and they will ask you which borough the alarm is in, this simply means
which city.

Let them know what kind of alarm it is and whether or not it is residential or
commercial.

Say, “this is operator 186 with (alarm company name), and I have a commercial or
(residential) burglary alarm I need to dispatch on”.

If police ask you if the alarm is audible or silent, you can let them know what
the signal says. If it does not say either way, you can say unknown.

All panics are dispatched as silent!!

If they ask where the burglary alarm is coming from, tell them what the signal
says. If there is no zone description to the signal you may say unknown. If it
does say a zone but does not say where you “say zone number with no
specifications”.

Alwaysget the dispatchers badge name or number. If they hang up before you get
this information, you need to call back to get it. If they give a reference
number or cancel code Alwaysdocument it. This information always needs to be
documented during your call in quick notes before you hit submit. Some police
departments will not cancel without this information should you need to cancel.

If you dispatch on one zone and then another zone comes with the same hour, you
need to call back the police only and update them on additional zone trips. You
do not need to call keyholders back, just update the police, then you can clear
the alarm.

If the police are on scene, just get their badge number and note the account in
quick notes. Such as “pd are on scene”.  Then log the account as handled.

Once you have dispatched the proper authorities, you are to put the account on
hold for 10 minutes. To do so, you will click on alarm actions on your screen,
then select hold. Where it says reason, you will then type in KEY10 then click
hold for it to be put on hold. The alarm will drop once it’s time runs out.

When making your calls, make sure to leave an auto message on all premise calls.
Then you need to leave voicemails on 2 RP’s. Once you have left a message on two
rp, you will not need to leave an auto message on the rest of the RP’s on the
list.

 

If authorities call you back and ask you to contact a keyholder or update
information, make sure you document all in quick notes and then do as they ask.

Should they ask you to go outside our normal procedures, such as call a
keyholder on a panic, make sure you do it. Just document it quick notes, make
sure you get their badge or operator number of the person making the request and
what they want you to do. They are 911, and we are to follow their instructions
regardless. Once you have done what they requested, you call the police back and
let them know that you did do as they asked, as protocol with our monitoring
station all panics must be dispatched.

On the fly

Should you get a disconnected authority number, you will need to fill out an “on
the fly form”. This will then go to our corporate office and it will then get
updated. You will be taught how to complete this form online. For an on the fly,
you will need the account number, dealer number (usually the first 4 digits of
the account number), bad Pd/Fd/Md number, good Pd/Fd/Md number and how you were
able to retrieve this information.

 

Alarm coding

Pink=Burglary   Red=Fire   Orange=Panic   Purple=Medical

You will learn the others as you go.

Makes sure to read the signal that come in as well. Sometimes the color code
will not match the signal coming in. The information typed out regarding the
alarm is more important than the color. Should you get a signal that has 2
different kinds of information, such as…

Burglary and panic, you respond to the highest level. So, in this case you
report to police as a panic and not call the keyholders. Treat the panic not the
burglary. If you get a signal that says medical panic, you will then dispatch
police and medical. If you get a fire panic, you will dispatch police and fire.
After doing so you will then log the alarm as handled.

If you receive a fire and a burglary alarm and you do not reach premise for
password. You are to dispatch fire and police authorities.

 

Handling multiple alarms at once

There will be times when we get too many alarms at one time, to be able to fully
complete and clear out each alarm before moving onto the next one. When this
happens, you need to know how to handle this.

The most important call to get out is the premise.The customer is possibly
sitting there on the other end of the line waiting for your call.

So, you are to call the premise number first, if no answer from live person or
you could not get the password. Place the account on hold (ECL1) for one minute,
in the reason make sure you note “repeat premise call”, so that way when the
alarm drops, the dispatcher will continue where you left off. If the next call
is police, fire or medical, you are to note “call pd/fd/md next”.

Then go to the next alarm and follow the same procedure.

Once all the premise numbers have been called, you are then to look at the
alarms on hold and take the one off that needs to have authorities dispatched.
Once you finish with dispatch you are to put it on hold again and put the reason
as “KEY10”.

Once all premise and authority numbers have been calls, then you are to continue
down the call list and call other contacts. 2 for 2, which means you call 2
keyholders and if more, you will put it up on hold as “key 1” for one minute,
then call 2 more RP’s, you will continue this procedure till the call list is
exhausted.

If you call a dealer from the call list and the dealer tells you to go down the
call list in any other order other than what is the provided, make sure you
document it in quick notes. Example, “Oscar says to call the keyholders, if you
can’t reach anyone, call him back for further instructions”. This must be
documented to cover yourself. Sometimes the dealers also say they will take over
for you on the signal. Make sure you document that as well. Makes sure you get
dealers name or person you spoke to that made the request.

As long as you document exactly what you are told to do. Only the dealer can
tell you to faulter from the call list. The customer Can Nottell you to do
differently than what the call list says.

Please keep an eye on accounts that are on hold, sometimes system will glitch.
If you see that alarms on hold are not dropping you are to pull them down one at
a time. Once handled you are to make contact with your manager and dice to
notify them of issue.

Remember we are a team, we always help each other.

Alarms on hold of importance

 1.  pd/fd/ems
 2. Ecl
 3. Supervisory/notify
 4. Cancel authorities

(make sure you follow this at all times)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Testing the alarm

Customers will call your up stating they want to test their alarms.

First you need to ask for an account number, then you need to verify their
password. If they’re able to give you the password and you can locate the
account with this information, make sure you give them their account number for
future reference. Tell them to write it down, they will need it when they call
back in order to get test results.

 

 

You can look up accounts by password, account numbers or address. You can do so
by clicking on caller assistance.

If looking by account number, you enter the account number, then go to passcode
status below and click the magnifying glass at that point the password look
should pop up on screen. Double click the password then proceed.

If looking by address, where the account number should go, you just click on the
magnifying glass and the account number search cue should appear on your screen.
You can enter by company name, street number and street name (first letter
only). Once you enter the information you hit enter, different names and
addresses should then pop up. Locate the address they are calling about. Once
found, double click on the name. At this time, you will be diverted back to main
screen and it is then you go to passcode status, click the magnifying glass and
the password to that account will appear.Double click on the password then
proceed.

You CAN NOTput an account on test without a password. If dealers do not know the
password, you CAN NOTput it on test. Dealer ID’s are no longer accepted as
password, unless it is of file as a password. No password no test!!!

Once the account is up, you will click on on/off test, at the bottom left you
will see +add. You will click it and then another box will appear on your
screen. You then enter the duration period for which they are requesting. Make
sure you get their name and occupation with location and document it in the
information box. Example – Susie Williams – secretary on test. Also make sure
you date and time is correct, then submit.  (remember, the amount of test time
is minimum1 hourand maximum is 24 hours).

You can not put specific zones on test, only the whole system!!

They may ask if we can test it for them. This is not something that we can do.
You must tell them they will have to perform the test and we can verify whether
or not signals received once they are done.

You may give them these step by step instructions on how to test their alarm.

 1. Arm the alarm as if you are leaving the location
 2. Once armed and ready, trip the alarm by opening a door or window.
 3. Allow the alarm to go off for 60 seconds.
 4. Disarm the alarm after 60 full seconds.
 5. Call back with the account number to verify signals received.

 

When they call back to verify, if you see that we did not receive signals, ask
them if they let it ring a full 60 seconds. If they say they did. Let them know
that we did not receive signals and direct them to their dealer (alarm company).
If they are our customers (alarmmonitoringservices.com), (alarm partner). During
office hours you can transfer them to ext. 110 from 6:30am to 3:00pm pacific
standard time. If it after hours you can have them call the main office for a
tech appointment @ 1-888-769-8977.

If they did not let it ring for 60 seconds, have them do it again. Direct them
to call back once they are done with the test.

Once the test is complete you ask them if they would like to be put back online.
If so, once the account is up, you will click on on/off test, at the bottom left
you will click delete.

If not, the alarm will automatically go back on line whenever the time of the
original test expires.

 

Runaway signals

A runaway signal is generated once the alarm has sent in more that 25-100
signals in one hour.

When you receive a runaway, you must call the dealer and notify them. If they
don’t answer, leave a verbal voicemail. You are to let them know the account
number, name and address on the account, repeated signals, and our call back
number 800-765-2580. That way if they call back, they will know what account
number to look into. If the dealer does not answer, you must call the call list
and leave a detailed message for the premise and RP. Be sure you leave a call
back number.

If the account is for alarm monitoring services.com or alarm partner, you must
call the call list and verbally notify them.

 

Elevator alarm calls

When these calls come in, they will read on your phone elevator emergency, you
must answer as such “elevator emergency, is everything ok?”.

You must listen to the prompts as each call is different.

If there is no response and you can hear no one on the elevator, you must
document it in quick notes. If the same alarm keeps coming thru and there is no
response, you must call the call list and notify them of elevator calls and that
there is no response.

If someone is stuck, find out as much information as you can, so when you
dispatch you can let the fire department know. Once you have dispatched, you
will attempt to call the call list notify that the fire department has been
dispatched. Let them know what elevator so they can also guide the fire
department to the elevator if possible.

If ever an elevator alarm goes off and it does not generate an alarm on the
screen, make sure you write down all the information you can about the alarm.
Caller-id, phone number, whatever you can gather. You will need to give this
information to the corporate office when it opens.

 

Create a review

Create a review is for notifying dealers about errors that occurred on their
client account. Create a review is located on the top left corner of your
screen.

 

When should you create a review?

 1. If the account is locked and there is no authority on the call list or the
    authority number on file is incorrect.
 2. Bad premise number is listed
 3. Bad keyholder is listed
 4. Person on call list wants to be removed
 5. If the call list is empty when signal was received
 6. Authority number is missing from call list for burglary/fire/medical

 

How to regenerate an alarm

 

 1. Click on operator review, this will bring up alarms that you have worked on
    thru the day.  If you remember the time and signal you will locate it on
    your list of alarms.
 2. Once you locate it, you will click on that specific signal to highlight it.
 3. At the bottom of the list, you will click on + more options.
 4. History options will pop up and you will choose regenerate alarm
 5. Once it is regenerated you can continue where you left off.

(remember, you can only regenerate an alarm if you accidentally logged the
alarm, without finishing it properly).

 

Notification alarms

These alarms are to be on hold for restore for 10 minutes. If the alarm does
restore, you can log it as restore received. If it does not restore, you must
call the call list as it is for notification only. (no password needed, unless a
request to take system offline). We do not dispatch on these signals, even if
there is an authority number is on the call list.

Here is a semi list –

Low battery

Xmeter low battery

Cell com fail

Power fail

Communication fail

Comm loss

Loss of central poling

Wireless zone lost

A/c loss

Fire loop trouble

Main dialer trouble

Battery test fail

Missing battery

Peripheral trouble

Expansion module fail

System shut down failure

 

 

 

Notification immediate calls

These notifications are to be called immediately, these signals may cause harm
or damage to homeowner or business. ( Do not put on Hold For Restore)

Furnace shut off

Furnace shut down

Freezer alarm

Water leakage

Environmental signal

If you see more signals that you know can cause harm to the residence or
business that are not on this list, you are to make a judgment call. Note the
account and type of signal, so we can add it to our list for future reference.

There are certain companies and residences that we call immediately, you will
learn this as you go.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Burglary alarms

There is a protocol to handle all burglary alarms. We do not defer from the call
list whatsoever.

 1. When signals drop you are to acknowledge the signal
 2. Check for prior signals within the hour
 3. If a new signal, click on auto dial to view the call list
 4. If the authority is first on the call list you do not dispatch, you must do
    a courtesy call to the next caller after the authority. Once it is done,
    then you can dispatch authority then hold for key10.
 5. Double click on the first caller (remember, you must call the first caller 2
    to 3 times before moving to the next call)
 6. If no answer you, leave an auto message ext. 4441, in your resolution click
    on left auto message. Then repeat the call, if you get another voicemail,
    this time you will not leave a voicemail and your resolution will be no auto
    message. Then move to the next caller.
 7. If more than 2 callers before the authority, you call the first 2 then put
    on hold as ECL1+. This notifies operator that there are more calls before
    authority.

(if you make contact and they request dispatch, note the account of you spoke
with and in quick notes you document it as, example: Robert request dispatch.
You do as they request and dispatch, once you are done you can log the account
as alarm handling completed.)

 1. Once you have reached the authority and dispatched, you must put it on hold
    as key10.
 2. After 10 minutes and the signal drops you are to contact the call list,
    leave an auto message ext. 4445). (remember, only call 2 callers at a
    time.), at this point when you put on hold you will note it as KEY1. (this
    lets the operator know that authority has been dispatched). Until call list
    is exhausted.
 3. If your signal had been dispatched or handled within the last 60 minutes,
    you can log it as “alarm handled within 60 minutes.
 4. If alarm has prior signals and authority has been dispatched, and the signal
    is not in previous signal, you must only contact authority to update them on
    new signal received. Once you have done that you can log the account as
    authority updated on new signal(s) received. (you do not need to call the
    call list).
 5. All panics are dispatched on immediately to the authorities only. If
    authority asked if location has been contacted your response will be “we do
    not make contact for safety purposes”.

If you are ever unsure on what to do, always make contact with your dispatch
manager and they will direct you on what to do. Make a note to yourself in case
you run into the issue again.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Residential fire alarm

Residential fire signals do not require a password to be disregarded. If you do
receive a password just consider it a plus. If you only receive an “everything
is ok” that is fine as well. If you get a wrong password it is not considered a
duress. It is only a fire alarm signal, unless there is no answer at the premise
and authorities is next, that will be the only time you dispatch.

           there is a protocol to handle all residential fire alarms. We do not
defer from the call list whatsoever.

 1. When signals drop you are to acknowledge the signal
 2. Check for prior signals within the hour
 3. If a new signal, click on auto dial to view the call list
 4. If the authority is first on the call list you do not dispatch, you must do
    a courtesy call to the next caller after the authority. Once it is done,
    then you can dispatch authority then hold for KEY10.
 5. Double click on the first caller (Remember, you must call the first caller 2
    to 3 times before moving to the next call)
 6. If no answer you, leave an auto message ext. 4441, in your resolution click
    on left auto message. Then repeat the call, if you get another voicemail,
    this time you will not leave a voicemail and your resolution will be no auto
    message. Then move to the next caller.
 7. If more than 2 callers before the authority, you call the first 2 then put
    on hold as ECL1+. This notifies operator that there are more calls before
    authority.

(If you make contact and they request dispatch, note the account who you spoke
with and in quick notes you document it as, example: Robert requested dispatch.
You do as they request and dispatch, once you are done you can log the account
as alarm handling completed.)

 1. Once you have reached the authority and dispatched, you must put it on hold
    as KEY10.
 2. After 10 minutes and the signal drops you are to contact the call list,
    leave an auto message ext. 4445). (Remember, only call 2 callers at a
    time.), at this point when you put on hold you will note it as KEY1. (this
    lets the operator know that authority has been dispatched). Until call list
    is exhausted.
 3. If your signal had been dispatched or handled within the last 60 minutes,
    you can log it as “alarm handled within 60 minutes.
 4. If alarm has prior signals and authority has been dispatched, if the signal
    is not in previous signal, you must only contact authority to update them on
    new signal received. Once you have done that you can log the account as
    authority updated on new signal(s) received. (you do not need to call the
    call list).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Medical alarm signals

Medical signals do not require any password to be disregarded. We do not defer
from the call list whatsoever.

 

1. When signals drop you are to acknowledge the signal

2.Check for prior signals within the hour

3. If a new signal, click on auto dial to view the call list

4. If the authority is first on the call list you do not dispatch, you must do a
courtesy call to the next caller after the authority. Once it is done, then you
can dispatch authority then hold for key10.

5.Double click on the first caller (remember, you must call the first caller 2
to 3 times before moving to the next call)

6. If no answer you, leave an auto message ext. 4441, in your resolution click
on left auto message. Then repeat the call, if you get another voicemail, this
time you will not leave a voicemail and your resolution will be no auto message.
Then move to the next caller.

7.If more than 2 callers before the authority, you call the first 2 then put on
hold as ECL1+. This notifies operator that there are more calls before
authority.

(if you make contact and they request dispatch, note the account of you spoke
with and in quick notes you document it as, example: Robert request dispatch.
You do as they request and dispatch, once you are done you can log the account
as alarm handling completed.)

8.Once you have reached the authority and dispatched, you must put it on hold as
KEY10.

9. After 10 minutes and the signal drops you are to contact the call list, leave
an auto message ext. 4445 ).(Remember, only call 2 callers at a time.), at this
point when you put on hold you will note it as key1. (this lets the operator
know that authority has been dispatched). Until call list is exhausted.

10.If your signal had been dispatched or handled within the last 60 minutes, you
can log it as “alarm handled within 60 minutes.

11.If alarm has prior signals and authority has been dispatched, if the signal
is not in previous signal, you must only contact authority to update them on new
signal received. Once you have done that you can log the account as authority
updated on new signal(s) received. (you do not need to call the call list).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

UL COMMERCIAL FIRE ALARM & COMMERCIAL FIRE ALARM

When you receive any fire alarm signal from a commercial account, the fire
department should always be dispatched immediately. Regardless of what the call
list says. If the fire department is not first on the list for the commercial
fire,

 1. You will always dispatch first and foremost
 2. You will create a review, in your notation you put example: “commercial fire
    signal received, fire is not first on call list, please have dealer update.
 3. After you dispatch you will then put on hold for KEY10.
 4. Once the signal drops after 10 minutes, you will call the first caller and
    continue the call list (Remember, only 2 calls at a time, then up on hold
    for KEY1) until exhausted.

 

 

Prioritizing your alarms

 

Prioritizing alarms are very crucial for a dispatcher. First thing to remember
is that Notification Calls, Runaways and taking a system offline or talking to a
Dealer and/or Client about non-emergency issues ARE THE LOWEST PRIORITY.

Always know that Burglary, Fire, Panic and Elevator calls are Top Priority.

 1. If you’re on a notification call and a burglary/fire/panic signal comes
    thru, you must stop what you are doing, put that alarm on hold for 1 minute
    and grab the burglary/fire/panic alarm pending.
 2. If you are notifying a client that authorities had been dispatched and a new
    burglary/fire/panic alarm is pending, you finish your first call, if no
    answer put on hold as KEY1, then grab pending alarms.
 3. If both dispatchers are on an emergency signal and an elevator call comes
    thru, answer the elevator call and find out if everything is ok. If they
    need help and need dispatch, you take your current alarm and put it on hold
    for 1 minute (ECL1+ if authorities need dispatching or Key1 if authorities
    have been dispatched already). If they are testing the alarm, you politely
    let whom ever is testing that you have a live alarm and you must put them on
    hold. If the other dispatcher has the elevator signal, you can transfer the
    call to them so they can handle the elevator call appropriately.