Monitoring Alarm Handling

The Alarm Handling page is used by operators at central stations to interact with alarm signals received from subscriber accounts. Operators handle alarms according to your central station’s unique setup and requirements. The available options described within this documentation are Matrix defaults.

See the Customizing Layouts documentation for instructions on how to update the layout of the Handling screen.

The following documentation instructs users on how to interact with the available menu options on the Alarm Handling screen.

Menu Options #

Users can view and interact with subscriber signal information via the available menu options located along the top of their Alarm Handling screen. The available options are defined below.

Hold #

Selecting Hold will display the Hold dialog box.

Perform the following steps to place the alarm on hold.

1. Input why the alarm is being placed on hold into the Reason field.
2. Input the number of minutes the alarm should stay on hold into the Duration field.
   • The Maximum Time field is read-only and displays the maximum number of minutes alarms can be placed on hold for.
3. Input the priority to assign to the alarm upon returning from hold into the Priority of Return Signal field.
4. If applicable, select a preexisting note option from the Quick Note dropdown.
   • If selected, the Enter Notes field will automatically populate with the note text.
5. Input any additional information into the Enter Notes field.
6. Select Place on Hold to complete moving the alarm to the hold queue.

The alarm will appear in the On Hold table on the Alarm Traffic page for the duration selected. See the Alarm Traffic documentation for more information on viewing on hold alarm details.

Manual Dial #

Selecting the Manual Dial option will open the Manual Dial dialog box.

Perform the following steps to call a contact.

1. If applicable, select the country the contact’s number is assigned to from the Country dropdown.
   • This determines the country code used to dial the contact’s number.
2. Input the ten digit telephone number you would like to dial into the Phone Number field.
   • Users can also select the magnifying glass icon to search for and select an authority contact. If an authority is selected, the remaining fields will automatically populate with the appropriate information.
3. Input the name of the individual you are contacting into the Contact Name field.
4. If applicable, select a script category from the Script Type dropdown.
   • This determines which scripts you will have access to within the next field.
5. Select the script that will be used to when speaking with the contact from the Script dropdown.
6. Select Dial to complete autodialing the selected contact.
   • Users will be redirected to the Autodial tab where they can fill out the selected script with information as they speak to the contact. Additional information on the Autodial tab can be found below.

Messaging #

Selecting the Messaging option will display the Quick Messaging Interface table. The Quick Messaging feature allows operators to send SMS or email messages to account contacts as necessary. See the Quick Messaging documentation for instructions on how to configure quick messaging settings.

Perform the following steps to send a message to contacts.

1. Select all contacts that should receive the message from those available.
2. Select the Send Message option from the toolbar.
   • After selecting the option, the Messaging dialog box will display.
3. If applicable, select a preexisting subject from the Quick Subject dropdown.
   • This will automatically populate the Subject field with the applicable text.
4. Input a brief summary of the message into the Subject field.
5. If applicable, select a preexisting message from the Quick Message dropdown.
   • This will automatically populate the Message field with the applicable text.
6. Input any information the contact should be sent into the Message field.
   • If applicable, operators can use the Message Codes to insert account information into the Message or Subject fields. These codes will autofill with the correct information per contact.
7. Select the message type the contacts should receive from the Message Format dropdown.
   • Email & SMS: The contacts will receive both a text and email message.
   • Email: The contacts will receive an email message only.
   • SMS: The contacts will receive a text message only.
8. Select Submit to complete sending the message.

The contacts will receive the message in the selected format.

Share Streams #

Selecting the Share Streams option will display the Shareable Link dialog box.

Select Copy to copy the link to your computer’s clipboard. If not allowed, the program will provide the link for users to copy manually.

If your browser doesn’t have permission to access your clipboard, the link will be displayed so you can copy it manually.

Once copied, users can paste the link as needed to the desired contacts. When selected, the link will provide access to view all cameras’ live views.

Switch Account #

Selecting the Switch Account option will open the Switch Account dialog box where users will be prompted to select the account they wish to transfer the incoming call alarm to.

Input the account number, or select the magnifying glass icon to search for and select an account, you wish to transfer the alarm to and select Submit to complete the switch.

Test/Runaway #

Selecting the Test/Runaway option will open the Test/Runaway dialog box. Users will have access to two options from the available dropdown. These options are defined below.

Verify Passcode #

Selecting the Verify Passcode option will open the Verify Passcode dialog box. Operators can verify callers’ identities by asking them for their account passcode prior to handling the alarm.

Perform the following steps to verify a passcode.

1. Input the passcode as it is given by the customer into the Passcode field.
   • Users can also select the magnifying glass icon to search for and select a contact to verify on the account.
   • Once a passcode is input into the field, the Additional Comments dialog box will display.
2. If applicable, select a preexisting note from the Message Code field to automatically populate the note field.
3. Input any additional information into the note field as necessary.
4. Select Submit.
5. If applicable, select the lock icon to display the contact’s challenge questions and answers.
   • Operators can then confirm the contact’s identity further by asking the challenge questions.

If the passcode is incorrect, the status will show INVALID PASSCODE.

If the passcode is correct, the status will show the contact’s name and passcode.

If this signal is stolen or otherwise taken over by another operator, a Messages dialog box will pop up upon selecting the signal that confirms a contact on the account had their passcode. This same dialog box could appear at any time while handling the signal if another operator verified a passcode in another part of the software, like Caller Assistance.

Column Options #

Users can interact with alarm signals via the available column options. The available options are defined below.

Autodial #

The Autodial option lists the Call List associated with the zone and signal type on the account. See the Call Lists documentation for more information on managing account lists.

Autodial allows operators to instantly contact call list contacts via their assigned phone number. Perform the following steps to call a contact. Double-clicking on a contact will automatically dial their phone number from the operator’s extension. Operators will then be presented with the applicable call script. Operators will then proceed through the script as determined by your central station.

If the The PSAP by Coordinates option will update the autodial contacts table to include relevant authority contact information.

Log Alarm #

The Log Alarm option allows users to assign resolution information to the alarm and complete handling.

Operators can complete handling the alarm using the available options. Perform the following steps to log an alarm. Please Note: These steps use the default options available when logging alarms. Your central station may have a unique setup or have specific functionality tied to codes that will create alternate steps for you operators to complete.

1. Select the applicable Resolution from the available dropdown.
   • Resolution Codes typically determine how the alarm was resolved. See the Resolution Code Maintenance documentation for more information on managing available codes and their functions.
2. If desired, select a preexisting note from the Quick Notes dropdown.
   • This will automatically populate the Notes field with the information assigned to the selected note.
3. Input any additional information that should be applied to the alarm into the Notes field.
4. Select Log Alarm to complete handling the alarm.

Map #

The Map option displays the GPS location information of the site.

The Most Recent Site Information displays the address location of the most recently received signal.

The Alarm Events table displays all events received for the alarm. Double-clicking on an event will update the Map with that event’s approximate location.

Multiples #

The Multiples option displays additional or duplicate signals received on the account.

The Multiples header displays the number of multiple and duplicate alarms respectively.

Notes #

The Notes option displays account notes as assigned within Data Entry.

See the Notes documentation for more information on managing account notes within Data Entry.

Schedule #

The Schedule option displays the accounts assigned schedule

See the Schedule documentation for more information on managing account schedules within Data Entry.

Signal Information #

The Signal Information section lists the date and time of the signal, as well as the signal received, signal type, description, and zone codes. Signal Information is color coded based on the priority of the signal to match the color of the row in pending, history, or recent signals.

Two Way #

The Two Way option displays information regarding two way signals received on the account. This option is only applicable for devices that communicate via two way.

Zone Summary #

The Zone Summary option displays all zones assigned to the account.

See the Zones documentation for more information on managing account zones within Data Entry.