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    Finding a Subscriber's Account                    Bulletin 3010 11/23/92  
    Copyright (C) 1992, Coastal Security Systems, Inc.  All Rights Reserved.  
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    When central station operators make outbound telephone calls to verify
alarms, notify call outs, etc., they have complete account information on a
computer screen in front of them.  But when a telephone call is received,
the operator must find the subscriber's account.

    Central station operators can find a subscriber's account by the account
number, the subscriber's name, the alarm cancel code, alarm permit number, or
by the last four digits of the premises main phone number.  The account number
is the only criteria that is unique to a single account and is therefore the
best form of identification.

    When a subscriber does not know the account number, the central station
operator will use the subscriber's name or the last four digits of the
subscriber's telephone number to search for the account.  When the name or
phone is entered in the computer, a list of matching accounts is displayed
for the operator.  The list includes the subscriber's full name and telephone
number, the city, and the alarm company's name.

    The central station operator will select the account which best matches
the information provided by the caller and will use the city to verify the
selection.  The following exchange is typical:

Caller:  This is Janet Smith did my alarm go off today?

CS Opr:  What is your account number?

Caller:  I don't know it.

CS Opr:  What is your telephone number?  (The operator skipped the name search
         since "Smith" is too common to be useful)

Caller:  555-1234

CS Opr:  Is that in Cooper City?  (The only Smith residence which matched the
         last four telephone number digits of 1234 was in Cooper City)

Caller:  yes

    When a caller volunteers the alarm cancel code, the central station
operator will use it - instead of the name or phone number - to search for
the account.  The name and city will again be used for confirmation.  It is
always best when the caller knows the account number.