Definition of Subscriber?

[JW]

HI,
If you had a commercial account with the instructions stating to notify
subscriber on a particular signal, would you go to the call list if the call
came in after hours or stop at calling the site (two monitoring centers
handling it differently). Since they define subscriber as owner or
authorized user(s), I'd think going to the call list would be appropriate.
What do you think?

Thanks.

 

[Frank Olson]

HI,
If you had a commercial account with the instructions stating to notify
subscriber on a particular signal, would you go to the call list if the
call came in after hours or stop at calling the site (two monitoring
centers handling it differently). Since they define subscriber as owner
or authorized user(s), I'd think going to the call list would be
appropriate. What do you think?

Interesting. We don't call them "subscribers". They're "accounts", and the
operators follow the instructions on the alarm screen that appears in front
of them when a signal is received. On a commercial burg that means
contacting the people on the list (starting with #1) only *after* the police
have been dispatched.

 

[Joe Lucia]

I think "Subscriber" would imply trying to contact the person
responsible for the alarm system. On a commercial account that would
mean calling down the call-list until someone is reached. On a
residential it would mean just calling the premises and any other
wireless numbers the owner may have, but not the others on the call
list.

Depending on the time-of-day, they may want the premises tried or not,
if the account gets setup properly then the system knows what to do at
what times and prompts the Operators appropriately.

It really comes down to "what did you TELL them to do in that scenario"
since all monitoring centers tend to do things differently based on
their flow of signals and how automated things are. If somethings
becomes too cumbersome for their operators, they either automate it
(sometimes too much), or stop doing it (like calling down call lists
because it is time consuming). Not that they Won't do it, they just
stop doing it as SOP and instead only when requested specifically to do
so.

Review the default actions the monitoring center will take under each
circumstance and make sure it is taylored to the way you want it done
for all accounts in general, then taylor the individual accounts as
necessary from there. A good Monitoring Center can handle every signal
any way you want, as long as it is communicated to them properly and in
advance.

 

[Crash Gordon]

We would cycle through the call list as per how the account was set up by
the subscriber/owner whatever you want to call them. This "may" mean calling
the premises again if a fresh signal comes in later...just depends on what's
happening.


| HI,
| If you had a commercial account with the instructions stating to notify
| subscriber on a particular signal, would you go to the call list if the
call
| came in after hours or stop at calling the site (two monitoring centers
| handling it differently). Since they define subscriber as owner or
| authorized user(s), I'd think going to the call list would be appropriate.
| What do you think?
|
| Thanks.
|
|

 

[JW]

I think "Subscriber" would imply trying to contact the person
responsible for the alarm system. On a commercial account that would
mean calling down the call-list until someone is reached. On a
residential it would mean just calling the premises and any other
wireless numbers the owner may have, but not the others on the call
list.

Depending on the time-of-day, they may want the premises tried or not,
if the account gets setup properly then the system knows what to do at
what times and prompts the Operators appropriately.

It really comes down to "what did you TELL them to do in that scenario"
since all monitoring centers tend to do things differently based on
their flow of signals and how automated things are. If somethings
becomes too cumbersome for their operators, they either automate it
(sometimes too much), or stop doing it (like calling down call lists
because it is time consuming). Not that they Won't do it, they just
stop doing it as SOP and instead only when requested specifically to do
so.

Review the default actions the monitoring center will take under each
circumstance and make sure it is taylored to the way you want it done
for all accounts in general, then taylor the individual accounts as
necessary from there. A good Monitoring Center can handle every signal
any way you want, as long as it is communicated to them properly and in
advance.

We said to contact the Subcriber. Instructions were on from an a former
center where it meant to try the site, then the call list. The new center
says they only call the site when it says to contact sub (although their
manual defines subscriber as the owner or authorized user). We had a freezer
signal come in, they said they only contacted the premise since the account
had special instructions to contact the sub and account instructions
supercede our dealer instructions that stated to contact someone.
Ironically, the operator pended the event and contacted home numbers seven
hours later, after employees had left for work. I'm being told it was
handled appropriately because the special account instructions said to
contact the sub and to them that means the site only (even on empty
commercial buildings). I thought it was poor and wondered how other
companies would interpret it.

Thanks.

 

[Crash Gordon]

If they went through the call list it still shouldn't have taken 7 hours, if
Im reading this right.

|
| | >I think "Subscriber" would imply trying to contact the person
| > responsible for the alarm system. On a commercial account that would
| > mean calling down the call-list until someone is reached. On a
| > residential it would mean just calling the premises and any other
| > wireless numbers the owner may have, but not the others on the call
| > list.
| >
| > Depending on the time-of-day, they may want the premises tried or not,
| > if the account gets setup properly then the system knows what to do at
| > what times and prompts the Operators appropriately.
| >
| > It really comes down to "what did you TELL them to do in that scenario"
| > since all monitoring centers tend to do things differently based on
| > their flow of signals and how automated things are. If somethings
| > becomes too cumbersome for their operators, they either automate it
| > (sometimes too much), or stop doing it (like calling down call lists
| > because it is time consuming). Not that they Won't do it, they just
| > stop doing it as SOP and instead only when requested specifically to do
| > so.
| >
| > Review the default actions the monitoring center will take under each
| > circumstance and make sure it is taylored to the way you want it done
| > for all accounts in general, then taylor the individual accounts as
| > necessary from there. A good Monitoring Center can handle every signal
| > any way you want, as long as it is communicated to them properly and in
| > advance.
|
| We said to contact the Subcriber. Instructions were on from an a former
| center where it meant to try the site, then the call list. The new center
| says they only call the site when it says to contact sub (although their
| manual defines subscriber as the owner or authorized user). We had a
freezer
| signal come in, they said they only contacted the premise since the
account
| had special instructions to contact the sub and account instructions
| supercede our dealer instructions that stated to contact someone.
| Ironically, the operator pended the event and contacted home numbers seven
| hours later, after employees had left for work. I'm being told it was
| handled appropriately because the special account instructions said to
| contact the sub and to them that means the site only (even on empty
| commercial buildings). I thought it was poor and wondered how other
| companies would interpret it.
|
| Thanks.
|
|

 

[JW]

If they went through the call list it still shouldn't have taken 7 hours,
if
Im reading this right.

The call came in around 1am. They called the site and then put the account
on hold until after 8am. Then they tried the home numbers. Now I'm trying to
be convinced that the account instructions meant - only call the site (yey
the operator must have theought iyt meant contact the others because she
tried (much later). So what does "contact the subscriber" mean to you?

 

[[email protected]]

Here, you have to contact the contacts list first, then if you get no
answer you then contact the police. The police really dont want to
know about it unless it is a serious issue here. As it is, you are
lucky to have the cops turn up.

So any time of the day or night, contacts first, police second. The
contacts can normally vouch for false alarms or whether to call the
cops or not.

They also call the location if it is during hours, if it is say a panic
button, to confirm, as that is the biggest cause of false alarms down
here with businesses.

 

[Norm Mugford]

The call came in around 1am. They called the site and then put the account
on hold until after 8am. Then they tried the home numbers. Now I'm trying to
be convinced that the account instructions meant - only call the site (yey
the operator must have theought iyt meant contact the others because she
tried (much later). So what does "contact the subscriber" mean to you?

Sounds to me like the operator did not respond per instructions,
and when the supervisor came in around 8 o'clock he/she caught
it and tried to correct it. IMO

Norm

 

[Crash Gordon]

Yah, I agree. I think they dropped the ball, 7 hours can be costly on a
freezer alarm - the dispatch instructions should clearly be re-written to
contact someone at anytime and not to pend it.



|
| | >
| > | > > If they went through the call list it still shouldn't have taken 7
| hours,
| > > if
| > > Im reading this right.
| > >
| >
| > The call came in around 1am. They called the site and then put the
account
| > on hold until after 8am. Then they tried the home numbers. Now I'm
trying
| to
| > be convinced that the account instructions meant - only call the site
(yey
| > the operator must have theought iyt meant contact the others because she
| > tried (much later). So what does "contact the subscriber" mean to you?
| >
| >
| Sounds to me like the operator did not respond per instructions,
| and when the supervisor came in around 8 o'clock he/she caught
| it and tried to correct it. IMO
|
| Norm
|
|
|
|
|
|

 

[Nomen Nescio]

I'm being told it was

handled appropriately because the special account instructions said to
contact the sub and to them that means the site only (even on empty
commercial buildings). I thought it was poor and wondered how other
companies would interpret it.

Special instructions are a curse. If there is any way in hell an operator
can misinterpret them, an operator will do so, and at the very worst
possible moment. I'd look at the exact wording if I were you, and see if
that had anything to do with it.

What you are supposed to do is probably spelled out in your contract
someplace. To me, "notify subscriber" means "notify the subscriber!" You
keep a list of names at the central station so you know who to notify.
First, you call the premises and try to notify someone on that list, unless
of course you know the place is closed. If you don't succeed in notifying
them at the premises, you notify them by calling the phone numbers they
provided. After all, that's why they gave you their phone numbers, right?

Notify means notify. Don't make this more complicated than necessary.
Your CS is trying to feed you bullshit.

 

[Nomen Nescio]

They also call the location if it is during hours, if it is say a panic

button, to confirm, as that is the biggest cause of false alarms down
here with businesses.

"Hi, this is ABC Security. Are you being robbed?"

 

[Crash Gordon]

Almost as dumb as calling *residential* alarms on AC Fail to tell them their
power is out. You nummies we know its out we're sitting in the dark talking
to you!




| >They also call the location if it is during hours, if it is say a panic
| >button, to confirm, as that is the biggest cause of false alarms down
| >here with businesses.
|
| "Hi, this is ABC Security. Are you being robbed?"
|
|

 

[Crash Gordon]

First I delay AC fail for one hour. Then I call on low battery if the fail
lasts that long.

I had gotten so many complaints abt calling on AC fail that I stopped doing
it...residential only...and exceptions being if there's a life support
device in use or wine cellar or freezer alarm or something like that.


| We call on AC Fail... How do you know the power is out in the whole house,
| maybe some accidentally unplugged the panel's transformer.............
| Regards, Russ
|
| | > Almost as dumb as calling *residential* alarms on AC Fail to tell them
| > their
| > power is out. You nummies we know its out we're sitting in the dark
| > talking
| > to you!
| >
| >
| >
| >
| > | > | >They also call the location if it is during hours, if it is say a
panic
| > | >button, to confirm, as that is the biggest cause of false alarms down
| > | >here with businesses.
| > |
| > | "Hi, this is ABC Security. Are you being robbed?"
| > |
| > |
| >
| >
|
|

 

[Crash Gordon]

We get TONS of power fails here during monsoon season...calling on them all
is nuts.

I know a local company that will dispatch on AC fail - they had a problem
once and can't seem to get over it.


|I delay AC fail reports for two hour normally..... Maybe that's why I
| haven't received any complaints yet (fingers crossed).........
|
| | > First I delay AC fail for one hour. Then I call on low battery if the
fail
| > lasts that long.
| >
| > I had gotten so many complaints abt calling on AC fail that I stopped
| > doing
| > it...residential only...and exceptions being if there's a life support
| > device in use or wine cellar or freezer alarm or something like that.
| >
| >
| > | > | We call on AC Fail... How do you know the power is out in the whole
| > house,
| > | maybe some accidentally unplugged the panel's transformer.............
| > | Regards, Russ
| > |
| > | | > | > Almost as dumb as calling *residential* alarms on AC Fail to tell
them
| > | > their
| > | > power is out. You nummies we know its out we're sitting in the dark
| > | > talking
| > | > to you!
| > | >
| > | >
| > | >
| > | >
| > | > | > | > | >They also call the location if it is during hours, if it is say a
| > panic
| > | > | >button, to confirm, as that is the biggest cause of false alarms
| > down
| > | > | >here with businesses.
| > | > |
| > | > | "Hi, this is ABC Security. Are you being robbed?"
| > | > |
| > | > |
| > | >
| > | >
| > |
| > |
| >
| >
|
|

 

[R.H.Campbell]

I agree ! Why would you want to flood the station with useless AC fail
signals anytime there is a major power outage (very common around here).
Unless there is a specific reason for using it (as you mentioned), I disable
it as a matter of course. Still can't figure out why most installers leave
it programmed in to the station, and even more surprising, is why monitoring
stations put up with it.

RHC

 

[[email protected]]

thats what they have to do though, the cops wont go if they dont call
to confirm first. I know its stupid but hey ... thats why they have a
passcode and also if they dont anwer the phone then they call the cops
anyway ..

 

[Crash Gordon]

I use it because I DO want to know about them, as there could be a problem
but certainly not dispatch. On commercial we do call an RP.


|I agree ! Why would you want to flood the station with useless AC fail
| signals anytime there is a major power outage (very common around here).
| Unless there is a specific reason for using it (as you mentioned), I
disable
| it as a matter of course. Still can't figure out why most installers leave
| it programmed in to the station, and even more surprising, is why
monitoring
| stations put up with it.
|
| RHC
|
| | > We get TONS of power fails here during monsoon season...calling on them
| > all
| > is nuts.
| >
| > I know a local company that will dispatch on AC fail - they had a
problem
| > once and can't seem to get over it.
|
|
|

 

[alarman]

First I delay AC fail for one hour. Then I call on low battery if the fail
lasts that long.

I had gotten so many complaints abt calling on AC fail that I stopped doing
it...residential only...and exceptions being if there's a life support
device in use or wine cellar or freezer alarm or something like that.

Same here. I see all the account activity first thing in the AM. If I don't
see a restore, I'll call the customer. 99% of the time the restore comes in
within an hour or 2.
js

 

[alarman]

We get TONS of power fails here during monsoon season...calling on them all
is nuts.

I know a local company that will dispatch on AC fail - they had a problem
once and can't seem to get over it.

Monsoons? In AZ??
js