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Definition of Subscriber?

Discussion in 'Security Alarms' started by JW, Oct 6, 2005.

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  1. JW

    JW Guest

    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.
     
  2. Frank Olson

    Frank Olson Guest


    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.
     
  3. Joe Lucia

    Joe Lucia Guest

    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.
     
  4. Crash Gordon

    Crash Gordon Guest

    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.
    |
    |
     
  5. JW

    JW Guest

    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.
     
  6. Crash Gordon

    Crash Gordon Guest

    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.
    |
    |
     
  7. JW

    JW Guest

    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?
     
  8. Guest

    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.
     
  9. Norm Mugford

    Norm Mugford Guest

    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
     
  10. Crash Gordon

    Crash Gordon Guest

    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
    |
    |
    |
    |
    |
    |
     
  11. Nomen Nescio

    Nomen Nescio Guest

    I'm being told it was
    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.
     
  12. Nomen Nescio

    Nomen Nescio Guest

    They also call the location if it is during hours, if it is say a panic
    "Hi, this is ABC Security. Are you being robbed?"
     
  13. Crash Gordon

    Crash Gordon Guest

    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?"
    |
    |
     
  14. Crash Gordon

    Crash Gordon Guest

    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?"
    | > |
    | > |
    | >
    | >
    |
    |
     
  15. Crash Gordon

    Crash Gordon Guest

    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?"
    | > | > |
    | > | > |
    | > | >
    | > | >
    | > |
    | > |
    | >
    | >
    |
    |
     
  16. R.H.Campbell

    R.H.Campbell Guest

    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
     
  17. Guest

    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 ..
     
  18. Crash Gordon

    Crash Gordon Guest

    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.
    |
    |
    |
     
  19. alarman

    alarman Guest

    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
     
  20. alarman

    alarman Guest

    Monsoons? In AZ??
    js
     
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