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    Telephone Notification Scripts                    Bulletin 2070 06/22/01  
    Copyright (C) 1993, Coastal Security Systems, Inc.  All rights reserved.  
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    Central station operators are required to use the following scripts when
making verification calls and call out notifications.  The use of scripts
assures consistency and professionalism will be maintained and that there will
be no misunderstandings about the actions taken to handle an alarm signal.

VERIFY CALL (burglary, panic, and security related alarms):

    "This is [dealer's company name] may I have your code please?"
    "May I have your name?"
    "Is everything alright?"
        (if answer was not yes)  "Do you want me to send the police?"
    "Thank you."  (hang up)

VERIFY CALL (fire, medical, and non-security related alarms):

    "This is [dealer's company name] may I have your name?"
    "We received a [alarm type] signal is everything alright?"
        (if answer was not yes)  "Do you want me to send [dispatch agency]?"
    "Thank you."  (hang up)

CALL OUT NOTIFICATION BEFORE DISPATCH:

    "This is [dealer's company name] is [call out's name] available?"
    "We received a [alarm type] signal from [subscriber's name] premises
    do you want us to dispatch [dispatch agency name]?" (If there is more
    than one dispatch agency you must specifically ask if you should
    dispatch each one of them.)

When a local law or ordinance requires a callout to respond before the
law enforcement agency will respond the central station computer screen
displays "CALLOUT MUST GO" in the dispatch remarks field and the dispatch
step will be dark.  The central station operator must contact the callout
and say:

   "We received an alarm from ____ premises.  A previous alarm was
    dispatched within the past twenty four hours.  The police/sheriff
    will not respond unless a responsible party will meet them at the
    premises.  Do you wish to respond?"

If the callout declines to respond the operator will not dispatch the police
or sheriff.  The operator is not required to make the same request of other
persons on the callout list.  If the callout agrees to respond the operator
will dispatch the alarm and replace "CALLOUT MUST GO" with the appropriate
dispatch remarks.

CALL OUT NOTIFICATION AFTER DISPATCH:

    "This is [dealer's company name] is [call out's name] available?"
    "I'm calling to report that we received a [alarm type] signal at
    [subscriber's name] at [day and time] [and we dispatched [dispatch
    agency]]."

    Questions and Answers:

    Q.  Why are you calling me?
    A.  "You are on the list of persons to notify which was furnished by
        [subscriber name]."

    Q.  Do I need to go there?
    A.  "It is important for someone to respond to make sure that the
        premises is secure and the alarm is reset."

EMERGENCY AFTER HOURS SERVICE CALLS:

    (First check the dealer instructions screen to be sure there is a
    technician on call.  If service is REFERRED to the dealer, give the
    subscriber the telephone number to call and DO NOT take a message.)

    "I will page the technician on call and have him call you as soon as
    he responds to my page."

DISPATCHING ALARMS:

    When reporting an alarm to a dispatch agency or guard service the
dispatcher is required to convey:

    1. The subscriber's FULL name, FULL address, and directions (if any).
    2. If dispatch was delayed: the date and time the alarm was received.
    3. The alarm type (burglay-audible), zone number and zone description.
       Exception:  Never say zone zero.
    4. Additional alarms and zones, if additional signals have been received.
    5. Area or partition description (if any).
    6. The operator number and central station call-back telephone number.

when reporting an alarm to a runner or dealer, all of the above plus:

    7.  Always report the date and time of the alarm.
    8.  The subscriber's account number.
    9.  Any other parties or agencies dispatched.

EXCEPTION: when dispatching to a fire, police or medical dispatch agency
the person at the dispatch agency may interupt your report and start asking
questions.  When this happens you simply answer the questions to complete
the dispatch process.