V4 and S30
Base to Sensor communication on the v4
What is ULE
Thhe v4 Hub blinking yellow and red indicates what?
What is NO NETWORK CONNECTION
Explain how you have a customer add a w/d sensor
What is:
1.go to app / devises/ choose w/d sensor and make sure it is removed
2. devices/add sensor/ choose w/D sensor /name it /touch magnet to sensor wait for
blue lighrt (v4 only)
Sensor is added
should "beep" when opened and closed
In AP where do I find out if a Customers S30 base is hard wired (plugged into their router with an ethrnet cord) or running on Wi-Fi >
What is HARDWARE Tab / connection Type and look for the connection icon
If a customer says their internet box is not working , they probably mean their ?
What is ROUTER
What is the distance range for the hub to sensors on the v4 system
What is "up to 300 feet, depending on the layout" we say 150 feet to be safe.
When the smart home Hub is blinking purple , it means what?
What is adding a sensor or device
What are the 5 "states" that a W/D sensor could show as in AP?
What are : 1. Stuck Open. 2. Stuck Closed
3.Off-line 4.Low Battery 5. Tampered.
What are the steps I take in AP to run an RSSI check in AP for a customers S30 system
What are Hardware tab/Advanced Engeneering Commands/Inject mailQ message/select v3 sensor RSSI check
The system will wait 30 seconds before sending a signal to CMS , after the alarm goes off- what is this 30 sconds of time called?
What is ABORT WINDOW TIME
All sensors and devices for the v1,v2 and S30 are NOT compatable with the v4 system because the v4 has ULE as Hub to Sensor communication, what is the base to sensor comunication for all other system versions?
What is 345 Mhz
to ARM the system on the HUB I press STAY, AWAY, or NIGHT and then what?
What is ENTER MY USER CODE
If all sensors and devices are off line it's probably not the sensors , it's probably the what?
What is the HUB or BASE needs to be troubleshooted
To walk a customer through the web portal or App steps I go here ...
What is Customer Web Portal
If a customer says: "Hey, my alarm went off last night and you guys didn't call me to verify" , who do they mean by "you guys"?
Who is CMS
For both the S30 and the v4 systems (as well as cameras) , what is the exclusive signal band we require from the customers' internet network?
What is 2.4 Ghz
To test the signal strenth of sensors on a an S30 system I run what test ?
What is RSSI check
For all types of troubleshooting on a w/d sensor , once all steps have been completed what is the FINAL STEP in all cases?
What is "replace the sensor , if customer is within lease/warranty time period"
I would tell a customer to take these steps to access the their camera motion settings on the app/customer web portal
What are main menu/devices/select camera they want to adjust/motion settings
At the start of every call after I read my introduction , what should I do FIRST before asking the customer their phone number?
What is: 1. Establish Rapport 2. asking them why they called in 3. AKNOWLEDGE/EMPATHY after story 4. Give willingness statement
For camera set-up a customer puts in their Network name and password for their WI-FI , that will give them a QR code - how do they know their camera is READY to accept the QR code?
What is WHEN THE LED LIGHT IS BLINKING BLUE , the camera is ready to accept the QR code
What is the 1st question you what to ask a customer for a disconnected HUB?
What is "Is your Wi-Fi internet working?"
For placement on the v4 w/d sensor you want to make sure a customer lines up the 2 dots on both parts of the sensor - what should a custom line up on the S30 slim w/d sensors for proper placement?
What are the 3 raised lines
Any "open sensors or issues" will appear on the dashboard in AP - what are the other 2 ways a customer would be alerted to open sensors or issues?
What are the blinking yellow light on the Hub or Base and the blue triangle on th app
What do you have the customer do , if they are unsure if they have a 2.4 Ghz or 5.0 Ghz signal
What is CALL THEIR ISP (internet service provider)