Dealer Maintenance Introduction

Dealer Maintenance provides users with the management tools required to maintain Dealer profiles within Matrix. The following documentation instructs users on how to create dealers and manage the information available under the Dealer tab.

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Creating a Dealer

New dealers can be created from the available Dealer Select options. If you wish to update an existing Dealer’s profile, input that Dealer’s Matrix ID into the Dealer field (or use the magnifying glass to search for a Dealer) and skip to the Dealer Tab section of this documentation.

Selecting the plus icon to the right of the Dealer field will open the Create New Dealer dialog box.

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Input the ID you wish to assign to the dealer into the New Dealer field and select Save.

The new dealer can now be configured as necessary via the available Dealer Maintenance page options.

Dealer Tab

The Dealer tab displays general dealer details such as address, default contact information, and alarm handling protocols. Users can update and manage this information via the available options.

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General

The General section provides access to universal dealer information. Users can manage dealer information as necessary by filling out the fields and drop-down options. The available options and their functions are defined below.

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FieldDescription
DealerDealer’s assigned Matrix ID. This field is read-only and cannot be updated.
NameThe name of the dealer’s company.
AddressThe dealer’s street number and name and, if applicable, their suite/apartment number.
CityThe city the dealer is located in.
State/Prov.The state or Canadian province the dealer is located in.
Zip CodeThe dealer’s postal code.
CountryThe county the dealer is located in.
Time ZoneThe abbreviation of the time zone the dealer is located in.
OwnerName of the individual who owns the company/account.
ContactName of the dealer’s primary contact.
PhonePrimary phone number used to contact the dealer. Use the Format drop-down to apply the appropriate masking to the phone number.
FaxFacsimile number used to fax documents/information to the dealer. Use the Format drop-down to apply the appropriate masking to the fax number.
800 Cust Service #Toll-free phone number used to contact dealer customer service. Use the Format drop-down to apply the appropriate masking to the phone number.
Page Watts NumberToll-free phone number used to contact the dealer. Typically, this is the number the dealer includes on customer documentation.
Cust Service #Local phone number used to contact the dealer. Use the Format drop-down to apply the appropriate masking to the phone number.
Page Local NumberPhone number used to contact the dealer. Typically, this is the number the dealer includes on customer documentation.
Outbound TransferPhone number that Outbound Voice transfers customers to when they choose to be transferred to an operator. If this is left blank, Outbound Voice will use the phone number set within Outbound Voice.
Permit NumberLicense ID for any applicable dealer permits.
Dealer NotesAny miscellaneous information you would like to attach to the dealer.
Office Hours StartTime, in 24-hour format, the dealer’s office opens.
Office Hours EndTime, in 24-hour format, the dealer’s office closes.

Handling

The Handling sub-tab allows users to configure how signals are handled on subscriber accounts assigned to the dealer. Users can update and manage this information as necessary via the available options. These options and their functions are defined below.

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OptionDescription
System Handle Unknown SignalsDetermines how UNKNOWN type signals are handled on accounts.
Y: UNKNOWN type signals will be system handled.
N: UNKNOWN type signals will be sent to operators for handling.
Voice ImmuneDetermines which account types can be called by Outbound Voice.
C: The dealer’s commercial accounts cannot be contacted using OBV.
R: The dealer’s residential accounts cannot be contacted using OBV.
Y: All accounts under this dealer cannot be contacted using OBV.
N: All accounts under this dealer can be contacted using OBV.
Storm ModeSelect this option to have the ability to enable Storm Mode on the dealer’s account when applicable. Storm Mode is used to set specific parameters on system handling alarms account-wide during severe weather.
For Example: During a hurricane, the dealer’s accounts can be placed in Storm Mode so all BURG alarms are system handled.
Track GroupSelect a track group to apply to all of the dealer’s subscribers from the available drop-down. Track groups are groupings of operators that handle specific alarm types. If a subscriber is set up to use an alternate track group, the track group selected here will not be assigned to the subscriber.
For Example: If certain operators only handle commercial signals, a track group can be created to direct commercial account signals to an operator assigned to the commercial track group.
System Handle Link FailuresSelect this option to system handle incoming LINK FAILURE signal types. If this option is not selected, all LINK FAILURE signal types will go to operators for handling.
Generate Case NumbersSelect this option to generate a case number for each signal. Case numbers can be used to sort and reference signals. Case Numbers are managed within CORE.
Default ZonesSelect a default zone list to apply to this account. Default zone lists are not retroactive.
For Example: If this list is updated on an existing dealer with existing accounts, new accounts only will have the updated list applied to them by default. All other existing accounts present prior to the list change will retain their current default zone list.
See the Default Zones documentation for more information on managing default zone lists.
Show Audit in AM NotifiesSelect this option to write the dealer’s audit report history to their AM Notify reports.
Use Passcode PrintingSelect this option to grant the dealer’s subscriber accounts access to the Print Passcode option located in the Additional tab in Matrix Data Entry. Printing passcodes allows users to connect a physical passcode printer to the account to print passcodes on cards for contacts.
Use AutodialerSelect this option to turn on autodialer for use on this Dealer.
Note: this flag is only honored if the flag ALSETMSC.DEALER-SPEC-AUTODAIAL is set to Y within DICE CORE.
Stop Auto-Generating Duress CodesSelect this option to only manually generate duress codes rather than having the system automatically create them.
User First Time Alarm ScreenSelect this option to attach custom text to the first alarm received on this dealer. Requires the First Alarm Text field.
First Alarm TextInput the text that should appear in Monitoring when an operator receives the first alarm on the dealer’s account.

Access

The Access sub-tab allows users to manage dealer access to account-level information. Users can update and manage this information as necessary via the available options. These options and their functions are defined below.

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OptionDescription
Subdealer AccessSelect this option to grant the dealer access to manage and create subdealers. This will allow access to the Group Maintenance tab.
Central InactivateSelect this option to deactivate the dealer. If selected, any signals received on accounts under this dealer will be system handled.
Users Can Log into ElinkSelect this option to allow this dealer to log in to eLink/Residential Portal.
Starting MenuDetermines the menu option the dealer will first encounter upon logging in to Matrix. Users can also select the magnifying glass icon to search for and select a menu option.
Dealer SuspendedSelect this option to flag the dealer as Suspended in the system after saving. Suspended dealers will not generate notifications regarding their account.

The Dealer Rights on Subscriber Accounts section determines the dealer’s permissions for editing/viewing subscriber-level information within Matrix Data Entry. The available options and their definitions are listed below.

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OptionDescription
Edit subscriber infoSelect this option to allow the dealer permission to manage subscriber information located under the General tab.
Edit zones infoSelect this option to allow the dealer permission to manage subscriber information located under the Zones tab.
Edit contacts infoSelect this option to allow the dealer permission to manage subscriber information located under the Contacts sub-tab located under the main Contacts tab.
Edit authorities infoSelect this option to allow the dealer permission to manage subscriber information located under the Authorities sub-tab located under the main Contacts tab.
Edit call list infoSelect this option to allow the dealer permission to manage subscriber information located under the Call Lists tab.
Edit alternate lookupsSelect this option to allow the dealer access to the Alt Names option under the Subscriber tab. This option allows users to update the alternate names the subscriber is referenced as.
Edit notesSelect this option to allow the dealer permission to manage subscriber information located under the Notes tab.
Edit mailing address infoSelect this option to allow the dealer permission to manage subscriber information located under the Mailing Address sub-tab located under the Other tab.
Edit schedule infoSelect this option to allow the dealer permission to manage the subscriber’s Permanent and Temporary schedules located under the Schedules tab.
Edit batch report infoSelect this option to allow the dealer permission to manage subscriber batch reports.
Edit holiday infoSelect this option to allow the dealer permission to manage the subscriber’s Holiday schedules located under the Schedules tab.
Edit premise phone infoSelect this option to allow the dealer permission to manage the subscriber’s assigned premises phone numbers.
Edit zone hourly testsSelect this option to allow the dealer permission to place subscriber zones on hourly test as necessary.
Put accounts in testSelect this option to allow the dealer permission to place subscriber accounts on test.
Edit grouping/subgroupingSelect this option to allow the dealer permission to manage subscriber account organization features.
View operators in historySelect this option to allow the dealer permission to see which operators updated or viewed various events in subscriber history.
View on/off hold timesSelect this option to allow the dealer permission to see when subscriber signals are placed on and taken off hold.
View hold reasonsSelect this option to allow the dealer permission to view reasons for why subscriber signals were placed on hold.
View process pathSelect this option to allow the dealer permission to view the steps taken to resolve alarms on subscriber accounts.

Accounting

The Accounting sub-tab allows users to manage billing information for the dealer’s accounts. Users can update and manage this information as necessary via the available options. These options and their functions are defined below.

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OptionDescription
Billing StatusDetermines the dealer’s Dealer Billing configuration used to bill their subscriber accounts.
A: Account is set to Active. Dealer Billing is in use.
I: Account is set to Inactive. Dealer Billing is not in use.
Activation DateDate the dealer began using Dealer Billing.
Inactivation DateDate the dealer will no longer be using Dealer Billing.
AR NumberAccounts receivable identification number.
Default Billing Grace DaysNumber of days after a new customer is created that their billing cycle will begin.
Default Rate TableDetermines which dealer rate table will be used to apply fees to accounts assigned to the dealer. More information on Rate Tables can be found below. If applicable, Rate Tables can be overridden at the account-level. By default, all dealer accounts will use the rate table assigned here.

Billing Rate Structure

The Billing Rate Structure section provides a detailed breakdown of the Dealer’s selected Rate Table. Dealer Rate Tables are used for dealers that use Dealer Billing to bill their accounts. The information displayed here is read-only for reference purposes. The displayed fields and their definitions are defined below. The information displayed here is associated with dealer BRAD (in the below screenshot).

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FieldDefinition
Currently ActiveNumber of accounts with an assigned start date of today or earlier. These accounts are currently active for Dealer Billing.
Future ActiveNumber of accounts with an assigned start date set in the future or blank. These are accounts set to become active for Dealer Billing at a later date.
Total ActiveThe sum of Currently Active and Future Active accounts.
Currently InactiveNumber of accounts where the Active flag is set to N. Typically, these are accounts with an inactivate date set in the past or blank. These are accounts set to not use Dealer Billing.
Grand TotalThe sum of all accounts (active and inactive) assigned to the dealer.

The table located beneath the above information displays the Rate Structure of the associated Rate Table. This table’s information is described below.

ColumnDefinition
From NumberThe account number the associated price rate will begin to be applied.
To NumberThe account number the associated price rate will stop being applied.
Price RateThe rate that will be applied to the associated account range.

For Example: In the above screenshot, account numbers 5001 through 10000 will be charged at a rate of 3.50.

Identifiers

The Identifiers sub-tab allows users to manage custom dealer identifier information. Identifiers are defined in CORE and vary from client to client. Custom Identifiers are managed within CORE.

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Groups

The Groups sub-tab populates with the Dealer’s assigned subdealers. The information listed here is read-only for reference purposes. See the documentation available Group Maintenance documentation for more information on managing subscriber groups.

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SMS Notify

The SMS Notify sub-tab is used to add a notification delay for users who have SMS notifications turned on for their cell phone. Dealer SMS Notify parameters are managed the same way subscriber SMS Notifies are. See the SMS Notify documentation fore more information on data entering SMS Notifies.

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Users can interact with the SMS Notify table via the available toolbar options. These options and their functions are defined below.

OptionFunction
AddAllows users to create new SMS delay types. More information on adding delays can be found below.
EditAllows users to update existing delay settings.
DeleteRemoves the selected delay from the table.
ReloadRefreshes the table to display up-to-date information.

Adding Notification Delays

Selecting the Add option from the toolbar will open the Add SMS Delay dialog box.

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Users can configure SMS delays via the available options. These options and their functions are defined below.

OptionFunction
TypeDetermines the alarm type assigned to the delay. This is the alarm type that contacts will receive SMS notifications on. Users can also select the magnifying glass icon to search for and select an alarm type.
Delay MinutesThe time, in minutes, that will elapse after the alarm type is received prior to sending the SMS notification to the contact. If the alarm is handled within this time frame, the contact will not receive a notification.

Select Save after configuring the delay as necessary.

Scripts

The Scripts sub-tab is used to define the call scripts operators will use when contacting various individuals or groups in Monitoring. The available options and their functions are defined below.

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Contact TypeScript Description
Dealer ScriptDefines the script operators will use when contacting the dealer.
Contact ScriptDefines the script operators will use when contacting an individual on the account.
Premise ScriptDefines the script operators will use when contacting the premise phone number.
FireDefines the script operators will use when contacting fire authorities.
PoliceDefines the script operators will use when contacting police authorities.
MedicalDefines the script operators will use when contacting medical authorities.
GuardDefines the script operators will use when contacting guard authorities.

Video Scripts

The Video Scripts section is used to configure scripts that operators should use when handling video verification alarms. The scripts added to this table will be available to operators when handling applicable alarms on the dealer’s accounts in CORE Monitoring.

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Users can interact with the Video Scripts table via the available toolbar options. These options and their functions are defined below.

OptionFunction
AddAllows users to define additional video scripts. More information on adding video scripts can be found below.
DeletePermanently removes the selected video script from the table.
ReloadRefreshes the table to display up-to-date information.

Adding a Video Script

Selecting the Add option from the toolbar will open the Add Script dialog box. Users can add scripts to the table via the available option defined below.

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Select the desired script operators should use when handling video verification alarms from the Select script to add dropdown.

After selecting the desired script, select Save to complete adding the script to the Video Scripts table.

Management Buttons

Users can manage the dealer’s status in the system via the available button options located under the information tabs. These buttons are defined below.

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ButtonFunction
Delete DealerAllows users to remove the dealer and all its accounts (if applicable) from the system. More information on deleting dealers can be found below.
Suspend Dealer/Unsuspend DealerAllows users to update the dealers existing suspension status within the system. More information on suspending or unsuspending dealers can be found below.
Create Dealer Subdealer/Remove Dealer SubscriberAllows users to add or remove the dealer’s information within the ALSUBSCR table within CORE. More information on creating or removing dealer subscribers can be found below.
Save DealerPreserves any changes made to the information within the Dealer tab.

Delete Dealer

Selecting the Delete Dealer option will display the Delete Accounts? dialog box. Users can either delete the dealer’s assigned accounts or reassign them to an alternate dealer account. More information on deleting and reassigning accounts can be found below.

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IMPORTANT: Deleting dealers and their assigned accounts is irreversible and could cause issues if done irresponsibly. Do NOT proceed if you are unsure if the dealer should be deleted.


Delete

Selecting Delete from the Delete Accounts options will display the Delete A Dealer dialog box.

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Perform the following steps to delete the dealer and all its assigned accounts from the system.

  1. Select the magnifying glass icon next to the Reason for deletion field.
    • This will display the Reason Lookup table where users can search for and select a reason for why the dealer and its accounts are being deleted. Reasons are managed within DICE CORE.
  2. If applicable, select the Delete history for these accounts option to confirm all history should be deleted from the accounts.
    • If deselected, users can still view deleted account history.
  3. If applicable, select the Delete service tickets for these accounts option to confirm all service tickets assigned to the deleted accounts are also removed from the system.
    • If deselected, tickets will remain in the service portal.
  4. Select Submit to confirm you would like to delete the dealer and all its assigned accounts.
  5. Select Yes to confirm a second time you would like to delete the dealer and all its assigned accounts.

Repeat the above steps as necessary to delete dealers and their accounts.

Reassign

Selecting Reassign from the Delete Accounts options will display the Delete A Dealer dialog box.

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Perform the following steps to delete the dealer and reassign its accounts to an alternate dealer account.

  1. Select the magnifying glass icon next to the Reassign Accounts to Dealer field.
    • This will display the Dealer Lookup table where users can search for and select a dealer to assign the accounts to.
  2. Select the magnifying glass icon next to the Reason for deletion field.
    • This will display the Reason Lookup table where users can search for and select a reason for why the dealer and its accounts are being deleted. Reasons are managed within CORE.
  3. If applicable, select the Delete history for these accounts option to confirm all history should be deleted from the accounts.
    • If deselected, accounts will still have their old history when reassigned to the new dealer.
  4. Select Submit to confirm you would like to delete the dealer and all its assigned accounts.
  5. Select Yes to confirm a second time you would like to delete the dealer and reassign its assigned accounts to the alternate dealer account.

Repeat the above steps as necessary to delete dealers and reassign their accounts to alternate dealer accounts.

Suspend/Unsuspend Dealer

Selecting the Suspend Dealer option will display the suspend Confirm dialog box.

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Selecting OK will successfully suspend the dealer within the system. Suspending a dealer displays a notice in the Messages section of Caller Assistance and Data Entry to notify personnel that the dealer is marked as Suspended in the system. A suspended dealer’s accounts will continue to receive and process signals.

Selecting the Unsuspend Dealer option will display the unsuspend Confirm dialog box.

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Selecting OK will successfully unsuspend the dealer in the system. The suspended notification message will be removed from Data Entry and Caller Assistance.

Create/Remove Dealer Subscriber

Selecting the Create Dealer Subscriber option will display the Confirm Action dialog box.

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Selecting OK will confirm the dealer’s information should be added to the ALSUBSCR table within CORE, for tracking and filtering data. This option must be selected to configure Call Lists on the dealer. See the Dealer Call Lists documentation for more information on managing dealer specific call lists.

Selecting the Remove Dealer Subscriber option will display the Confirm Action dialog box.

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Selecting OK will confirm the dealer’s information should be removed from the ALSUBSCR table within CORE. Once removed, users will be unable to configure Call Lists on the dealer.