CHeKT
Priority number and zone Type for CHeKT Alarm
CKA 36
What causes a ???40 to report?
The signal is programmed on the panel but not in SBN
When calling on a trouble signal, what is the goal of the call?
To get a reset or the sensor or set service
A customer is having trouble disarming their system? What are their options?
Walk them through a disarm
Remote disarm
offline?
You receive an alarm and the FF notes advise to disregard well marked work vehicles. The video pulled shows shows a well marked work truck on site and the log shows it's set off the alarm 5 times. What action should be taken, if any?
Call the customer to get a timeframe for the system offline
Procedure for a person on site
1. Engage talkdown
2. Send Verification Text
3. Reso
What columns do we look at to determine kind of signal a ???40 is?
*Event
*Comment
*Zone
When do we call on commercial troubles?
24/7
*the follow up will be during business hours
What is the difference between a service ticket and a help desk ticket? Give two reasons we would set one for each
HD ticket is something that can be done remotely or over the phone vs Service
Help desk: programming user codes or schedule, arms/disarms, mobile app ....
Service: comm troubles, false alarms, batt/sensor replacement
Procedure for a Residential Waterflow Alarm
1. Dispatch FD
2. Call Prem
3. Call EN List
3. Update PD
4. Timer 1 hour
Procedure when a customer requests to dispatch
1. View video
2. Dispatch PD
3. Timer 1 hour
You have a ???40 and you determine it is a Medical Alarm. What is your procedure?
Call the Premises
Dispatch Fire Department
Call EN list
Update Fire
Timer 1 hour
What is a PrevRep and how do we handle them?
A zone that came back online and is not reset
1. Call the person who took it offline
2. call the prem
3. Call the EN List
4. Letter and offline/TC if no contact
A CHeKT Customer needs to change their EN list. What department do we refer them to?
Cloud Team
You acknowledge a trouble signal and notice it has been excessive in the alarm log. An operator called on it yesterday but no one answered. What action should you take?
Send a letter, force restore the zone and take it offline for 30 days (or place a Temporary Comment if it's an alarm zone)
Procedure for No Response On Verification Text
1. View Video Footage
2. Call Premises
3. Call EN List
4. Dispatch PD
5. Timer 1 hour
How can a ???40 be fixed?
Building the Zone -- Send into to FS
Record Check -- A tech will come out and make sure everything programmed on the panel is programmed properly in SBN
Procedure for a standard commercial trouble
1. Call Premises
2. Call EN List
3. if no answer, send a letter and take the zone ofl (TC for alarm zones) 30 days, force restore and reso
A customer is upset regarding continuous false alarms. You notice a service tech has been out 4 times in the last two months for that same sensor and each time the tech advises " Checked system. All ok." What action should you take?
Formal email to service manager for follow up
Procedure for a non-UL Communication trouble
Timer signal 1 hour
if not reset, call the premesis
call EN list
send letter, force restore, and offline 30 days
What is privacy mode and what is our procedure if we get a new alarm on privacy mode?
The alarm tripped but we do not have video footage. If we receive a new alarm in privacy mode we
1. Send the verification text
2. Reso the signal
What is a phantom signal and how can we spot one?
A signal reporting to the wrong account. We can spot this by confirming the if the way the system sent the ???40 is the same as the way signals in the past have reported
You acknowledge a trouble signal and see that another operator called on it 2 days ago but the sensor is still not reset. What action should you take on this signal?
Send a letter
force restore the zone
offline or TC
Reso
You're speaking to a customer regarding a low battery on their system. They have a leased account, can they change it themselves? If not, why?
No, the customer has to own their system and have their account for a year
What queue does IVR use to call on trouble signals?
Queue 6