Frequently Asked Questions (FAQ)
General Questions Data Entry Questions Dispatch Questions Web Site Access Questions Technical Questions Our Services Ask a Question
General Questions
1. Does Central One monitor directly for home and business owners?
No. Central One monitors only for dealer alarm companies that comply with the licensing requirements of the jurisdiction in which they operate and that carry contractors liability insurance.
2. How do I become a Central One dealer?
Execute our wholesale monitoring agreement. Contact us to receive the rate sheet (schedule A) page or click here to view rates on line (requires username and password). Send us a liability insurance certificate. Send a copy of your alarm contractor's license, where applicable. Send a sales tax exemption card or number, where applicable. Fill out our New Dealer Information Form. We will assign voice and receiver telephone lines and a block of account numbers for your exclusive use. Our representative will contact you and provide as much orientation and assistance as you require. We recommend that you explore the documentation section of our site to become more familiar with our procedures.
We will assign voice and receiver telephone lines and a block of account numbers for your exclusive use. Our representative will contact you and provide as much orientation and assistance as you require. We recommend that you explore the documentation section of our site to become more familiar with our procedures.
3. Now that I am a Central One dealer how do I put a new account on line?
Fax or email the account information to our data entry department or create the account yourself on line using our remote terminal. You should verify any subscriber information entered by Central One's data entry department and test every signal that the subscriber's system is capable of sending. More.
4. How do Central One dealers keep informed about events concerning subscribers?
There are two very important daily reports. An alarm log report showing you all of the dispatches and trouble signals from the previous day and the subscriber trouble report showing you a variety of potential problems that may require your attention. Additional daily reports may also be useful. These reports can be sent to you by email, fax or computer download or you may go on line and print them using our web browser interface.
5. How are signals from an alarm system handled by Central One?
Signals are sent to alarm receivers at Central One via phone line or radio. Each signal contains at least three important data fields. First is the account number which, when combined with the phone line used to transmit the signal, identifies the subscriber's premises. Second is the event code. The event code is a number that identifies the type of alarm (burglary, fire, trouble, etc.) being reported. Third is the zone number. The zone number refines the signal by identifying the source of the alarm (front door, hall smoke detector, etc.). When a signal is received the monitoring software looks for an exact match of the code and zone numbers in the subscriber's account. If found, the procedure specified in the account is followed. If not, the monitoring software looks for an exact match of the code and zone numbers in the template account, if any, designated for the account. If found, the procedure specified in the template account is followed. If not, the monitoring software uses a default procedure based on the format of the signal that was received. Contact ID, SIA and Radionics Modem3 formats have extensive defaults. Defaults for pulse formats must be created separately for each dealer. Central One allows flexibility in establishing the procedure for any alarm type. The best way to get started is to review the default procedures for the format you prefer. If you are satisfied with the defaults then you do not need to do anything further. If you do not like a default procedure then specify the procedure you prefer in a template account. Attach that template to each new account you create and you're set. Only exceptions and zone descriptions need to be entered in the subscriber account.
Signals are sent to alarm receivers at Central One via phone line or radio. Each signal contains at least three important data fields. First is the account number which, when combined with the phone line used to transmit the signal, identifies the subscriber's premises. Second is the event code. The event code is a number that identifies the type of alarm (burglary, fire, trouble, etc.) being reported. Third is the zone number. The zone number refines the signal by identifying the source of the alarm (front door, hall smoke detector, etc.).
When a signal is received the monitoring software looks for an exact match of the code and zone numbers in the subscriber's account. If found, the procedure specified in the account is followed. If not, the monitoring software looks for an exact match of the code and zone numbers in the template account, if any, designated for the account. If found, the procedure specified in the template account is followed. If not, the monitoring software uses a default procedure based on the format of the signal that was received. Contact ID, SIA and Radionics Modem3 formats have extensive defaults. Defaults for pulse formats must be created separately for each dealer.
Central One allows flexibility in establishing the procedure for any alarm type. The best way to get started is to review the default procedures for the format you prefer. If you are satisfied with the defaults then you do not need to do anything further. If you do not like a default procedure then specify the procedure you prefer in a template account. Attach that template to each new account you create and you're set. Only exceptions and zone descriptions need to be entered in the subscriber account.
6. How do I get an alarm history from Central One?
On line using any web browser or our remote terminal. On line using a mobile device such as a web enabled cell phone. By fax using FaxBack, our touch tone telephone interface. Using XML web services software that we provide or of your own design. Subscribers can get alarm history at www.mysecurityalarm.com.
7. What kind of information can I get from the remote terminal?
Everything about your accounts is available just as if you were sitting at a terminal inside the central station. All subscriber database information and alarm history dating back a minimum of one year is available on line. All information and instructions for your dealer account are also available so you can add, change and delete employees and codes. You can administer your receiver lines and account number blocks and print reports. You can limit and control employee access and will receive reports of all login activity.
8. May a dealer bring prospective customers to see the central station?
Yes, dealers may reserve our conference room and arrange for central station tours and have frequently done so for important accounts. When distance makes a tour impractical our video is available to assist with your presentation. Data Entry Questions
Yes, dealers may reserve our conference room and arrange for central station tours and have frequently done so for important accounts. When distance makes a tour impractical our video is available to assist with your presentation.
Data Entry Questions
1. What are the hours of the data entry department?
Monday through Friday, from 8:00 a.m. to 6:00 p.m. eastern time.
2. How quickly will the data entry department process the information I fax or email?
Any work received by 3:00 p.m. ET will be completed the same day. Any work received after that may take until the following morning. If you have an urgent job you may call the data entry department to expedite it.
3. What if I need something entered after hours?
Fax the information and then call the central station supervisor. A supervisor can pull the fax and get the information entered for you 24/7. You can always enter the information online using our remote terminal.
4. Can data entry work be emailed instead of faxed?
Work can be emailed to dataentry@centralone.com.
5. What is the preferred and easiest alarm reporting format?
Ademco Contact ID
Dispatch Questions
1. Why are technicians required to use FaxBack to place accounts on test?
Automation is the key to efficiency and low rates. Using FaxBack, our simple touch tone telephone interface (or our web interface) to put accounts on test is fast, easy and secure. Operators must first determine who you are, then whether you have access to the account in question, then manually put the account on test. No doubt they will later be asked to look up signals and manually take the account off test. FaxBack will provide received signal information automatically without diverting an operator from his or her primary responsibility of handling alarms and assisting subscribers.
2. What if I need to put more than one account on test?
Generally, you can't be in two places at the same time. When two or more accounts are clustered or related so that they will normally be placed on test together and at the same time you should have our data entry department designate a site account. When the site account is placed on test, all the related accounts are also placed on test automatically.
3. Why are dispatchers reluctant to recite alarm history information over the phone?
Again, automation is the key to efficiency and low rates. Alarm history is available through FaxBack, remote terminal, and mobile internet devices such as cell phones. Our operators will provide history verbally on the phone in a pinch but Central One asks that you use any of our other, automated methods for routine inquiries.
Web Site Questions
1. I am having trouble logging in to your web site. What could be wrong?
Make sure your caps lock is turned off. The login password is case sensitive. Make sure you click the login button (don't hit the enter key).
Add http://www.centralone.com to your trusted sites list. Click tools. Click Internet Options. Click the security tab. Uncheck "Require server verification." Type http://www.centralone.com into the "Add this web site to the zone:" text box and click add.
2. I am having trouble logging in to the remote terminal. What could be wrong?
Make sure you have downloaded and installed the ICA Client software. If you are still having problems click tools. Click Internet Options. Click the General tab. In the frame that says "Temporary Internet Files" click delete files. Check the "delete all offline content" check box and click OK. Doing this solves 99.9% of all Citrix remote terminal problems.
Technical Questions
1. I am successfully sending signals but they do not appear in the alarm history. What could be wrong?
If you are using a pulse format a common mistake is to program a zero when a 10 or "A" is required in order to produce a zero. For example if you were programming a 4X2 pulse format for account 1001 and sending the alarm digits 31, we would receive digits 1-1-3-1 (zeros are missing between the 1's) and treat the signal as a 3X1 format account number 113, code 1. Central station supervisors can locate your signal using ANI (caller id). If you can't find the problem on your own make sure you know the telephone number used by the panel/dialer and ask for a supervisor.
2. What signal formats can I send to your receiver?
Our primary receiver is the Osborne Hoffman 2000. It accepts most formats including pulse (3 x 1, 3 x 1 extended, 4 x 1, 4 x 2), BFSK, Sescoa Superfast, Ademco Contact ID, Ademco High Speed, Ademco Express, Acron Superfast, FBI Superfast, SIA (1 & 2), Radionics Modem (2, 2e & 3), and Silent Knight FSK. It can receive ITI generic format at the expense of Radionics Modem. More.
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