Central Station

Monitoring Dispatch Procedures

AlarmWATCH follows strict protocols in the handling of all signals. Become familiar with our procedures and the actions that will be taken in response to each signal type.

Fire
Hold-Up / Panic / Ambush / Hostage / Duress
Burglary
Elevator Emergency Calls
Gas Detector
Fire Trouble
Supervisory-AC Loss-Low Battery
Medical
Temperature
Unscheduled Openings
Late to Open
Late to Close
Late to Test
Low Battery
AC Loss
Undefined Signals
Runaway Dialers
Priority List For Alarm Signals

Central Station Dispatch Procedures

In all instances, AlarmWATCH will follow state or local laws.

Fire:

Commercial - Dispatch the fire department immediately. Once the fire department has been dispatched we call the premises. If there is no answer, we will call notification list until a contact has been reached or messages have been left with the entire list.

Residential - Call back to the premises. If correct code is given and we are told that everything is fine, we will cancel the alarm with no further action taken. If we call the premises and incorrect/no code we dispatch the fire department and call notification list until a contact has been reached or messages have been left with the entire list.

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Hold-Up / Panic / Ambush / Hostage / Duress:

Commercial - Dispatch the police department immediately. No other calls are made.

Residential - Dispatch the police department immediately and call notification list until a contact has been reached or messages have been left with the entire list.

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Burglary:

Commercial and Residential - Call the premises. If the incorrect alarm cancellation code is given, or there is no answer, we will dispatch the police and call notification list until a contact has been reached or messages have been left with entire list.

If the business or home is located in a jurisdiction that requires licensing or permitting of the alarm system, and it is not registered or registration is suspended, NO POLICE DISPATCH CAN BE MADE.

If the business or home is located in a jurisdiction that requires two-call verification, the premises and the first contact person on the notification list will be attempted. If no answer or no passcode is given from either number, the central station will dispatch the police and notify the rest of the notification list.

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Elevator Emergency Calls:

Operator will ask person for an elevator account number. If they have the account number, we will notify the notification list. If no response we will dispatch the fire department.

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Gas Detector:

Dealers have the option of making this signal a trouble or a fire alarm.

Commercial Fire- Dispatch the fire department and notify the call list.

Residential Fire- We notify the premises. If no answer/ no code, we dispatch the fire department and notify a contact on the call list.

Commercial Trouble- We notify the premises of the signal being received. If no answer at the premises, we notify a contact on the call list immediately.

Residential Trouble- We notify the premises of the signal being received. If no answer at the premises, we will try any other numbers given to us to reach the homeowners.

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Fire Trouble:

Commercial - Notify the premises. If no answer, we will notify the call list until we speak with someone or messages have been left with entire notification list.

Residential- We will notify the remises of the signal being received. If no answer, we will try any other numbers given to us to reach the homeowners.

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Trouble-Supervisory-AC Loss-Low Battery:

Commercial - Call premises, if no answer, we will call notification list until we speak with someone or we will leave messages with the entire list.

Residential - Call premises, if no answer, we will call homeowner's work or cell until we speak with them or messages have been left.

Note: The following troubles will be held for 5 minutes waiting for a restore; if trouble condition restores, the signal will be logged with no action take. If the trouble does not restore the above procedures will take place. These trouble conditions are as follows: Fail to Communicate; Network Trouble; Phone Line Trouble; Network Condition; and Loss of Radio Supervision. This procedure is for both residential and commercialsubscribers.

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Medical:

Commercial/ Residential - Call the premises. If we call the premises and receive no answer or incorrect alarm cancellation code, we will dispatch the medical units and call notification list until a contact has been reached or messages have been left with entire list.

For actual medical alarms, the operator will stay on the line with the subscriber until help has arrived.

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Temperature or Water Sensor Alarms:

Notify the premises or the call list immediately.

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Unscheduled Openings:

Call premises, obtain name and code and adjust schedule. If invalid code is given or no answer, we will call notification list until someone has been reached or messages have been left with entire notification list.

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Late to Open:

Call notification list and advise of no opening.

*Will not be handled on all major holidays

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Late to Close:

Call premises, and obtain name and alarm cancellation code. If correct code is received, extend the new closing time. If incorrect code is given, call entire notification call list informing them of signal.

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Late to Test:

Notify the Alarm Company via daily report.

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Low Battery:

Commercial- Notify the subscriber at the premises telephone number. If unable to reach the subscriber, we will notify a contact on the call list. In storm conditions, no action is taken on Low Battery signals.

Residential- Notify the homeowner at the premises telephone number. In storm conditions, no action is taken on Low Battery signals. If unable to reach a contact and messages are left at the premises, no further action will be taken.

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AC Loss:

Commercial - Notify the premises. If unable to speak with someone, we will leave messages with entire notification list. In storm condition, no action is taken on AC Loss signals.

Residential - Notify the subscriber at the premises. If no answer then we will call homeowners work or cell until we speak with them or messages have been left. In storm conditions, no action is taken on AC Loss signals.

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Undefined Signals:

Pull the dealer account copy. If code/zone is not on dealer information sheet, we will notify the dealer only of unidentified signal.

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Runaway Dialers:

Any account transmitting 8 signals or more in a one-hour period. Runaway dialers may block the transmission of other alarm signals into the receiver and must be shut down immediately. A charge per signal will be assessed to the dealer if the runaway account continues two hours past the notification to the dealer. This charge is at the sole discretion of AlarmWATCH.

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Priority List For Alarm Signals

  • Fire, gas detector
  • Panic, Duress, Ambush, Hold up and Medical
  • Burglary
  • Supervisory or fire trouble
  • Unscheduled opening
  • Late to open
  • Late to close
  • Standard trouble
  • Low battery, AC failure
  • Unscheduled closing
  • Restore, Bypass
  • Not on file signals

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COPS Monitoring