-------------------------------------------------------------------------- Options for Handling Alarms Bulletin 2020 7/12/02 Copyright (C) 1992, Coastal Security Systems, Inc. All Rights Reserved -------------------------------------------------------------------------- The central station receives alarm signals in a wide variety of formats. The central station computer converts all incoming signals into a standard, uniform format which contains the following fields: Field Size and Range -------------- ------------------ account number 7 digits (0-9,999,999) alarm code 5 digits (0-65,534) zone number 5 digits (0-65,535) area number 1 digits (1-8) pin status ALarM, REStore, TrouBLe, OPeNing, CLOsing, BYPass Forced ARming, AMBush, Fail To Restore, or CANcel Each signal is identified by its alarm code, zone number and pin status. Each account may have up to 128 differently procedured signals. The central station has standard procedures for handling different types of alarm signals. The following procedures can be modified for an individual signal or for an account: 1. The action taken by the dispatcher and the order in which action is taken. 2. Whether the signal is to be flagged as a trouble signal in the alarm log. 3. The action to be taken, if any, if the signal fails to restore. -------------------------------- Dispatcher Action Options You may specify the steps to be taken by a dispatcher when a signal is received. You may also specify the order in which each step is to be completed. If at any time during the handling of an alarm signal the alarm is cancelled, the remaining incomplete steps will not be taken. The following options are available: 1. Call the premises to verify the alarm. You may also specify whether a code is required to cancel the alarm. The verify call will always be placed to the main premises telephone number listed in the subscriber's record. A second, alternate number may optionally be provided. 2. Dispatch a public agency, such as police, fire, or paramedics. 3. Dispatch a private agency, such as a private guard service or a runner. You may also specify whether the guard or runner must report his arrival at the scene and clearance from the scene to the central station. If you do, you must specify an ETA (estimated time of arrival) for the guard or runner. 4. Notify a callout. You may specify different callouts for different signals. There is a limit of forty eight callouts per account. Only one callout will be notified from the list. 5. Notify the dealer (see also flagging trouble signals): a. There will be no notification if the alarm is canceled during a verify call, other notification call, or cancel signal; and b. If the alarm is not canceled, the notification will be made no matter what time it is. You must either provide a dispatch telephone number which is good 24 hours a day or a list of persons on call to receive these notifications 24 hours a day. The list must be the same list used for emergency service call notifications. 6. Email the dealer. When this option is selected an email is sent upon receipt of the signal. If operator action is required a follow-up email is sent when the operator action is complete. -------------------------------- Flagging Trouble Signals Trouble signals and invalid signals are automatically flagged in the alarm log so that you can print a report which includes only them. You may specify that any signal is to be considered a trouble signal, causing it to be included on the same report. If you print an alarm log which includes all signals, the flagged signals will have a row of plus signs under the account number making them easy to spot. If you wish to be made aware of a particular signal or event but do not wish to be called in the middle of the night you may get a report of trouble signals, dispatched alarms or other categories of alarms by using internet access, by requesting a daily report by fax or email, or by having the signal emailed to you in real time at an address that you check periodically. Central station operators are not able to individually fax particular signals to the dealer's office. -------------------------------- Restore Options Each signal defined in the central station database can have a variety of restore options: Must restore (Y/N)? Within (hours, minutes, and seconds): Hold Pending Restore (Y/N)? If only the "Must Restore" option is selected, you will be notified of alarms which fail to restore via the STR Exception Report which is prepared daily. The following rules apply to restore tracking: 1. Openings, closings, restores and cancel signals cannot be tracked with this option. 2. If a restore or cancel signal is received without a zone number (or the zone number is zero), all outstanding alarm conditions which precede it are restored. 3. If a restore or cancel signal is received with a zone number: a. Alarm conditions with the same zone number will be restored. b. Alarm conditions which were received with no zone number (or the zone number was zero) will be restored if the alarm code of the outstanding signal matches the zone number of the restore or cancel signal. If the "Must Restore" option is selected and a time is entered in the "Within" field, the central station computer will produce a new signal if a restore signal is not received when the "Within" time expires. If the "Hold Pending Restore" field contains "Y" for yes, the alarm signal will be cancelled and auto-logged when received. The central station computer will produce a new signal if no restore or cancel signal is received when the "Within" time expires. This feature should not be used as a substitute for delay options which are programmable in the alarm panel. Signals for events such as a.c. power failures and sprinkler flow should always be delayed at the alarm control panel so that no signal is sent due to a brief, momentary trip. -------------------------------- Zone Descriptions Each different signal received in the central station can include a twenty-eight character description in addition to the alarm type. This description will be reported to police, callouts, and others being notified of the alarm. The description will also be included in the alarm history. If you use SIA or Contact ID reporting formats, see bulletin 1035 for how to use zone lists to include zone descriptions with those formats.