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1) What format does Rapid Response Monitoring prefer be used?
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Rapid
Response prefers SIA format or Contact
ID format.
These formats are pre-configured and simplify
the programming and reporting processes.
If using a
panel which is designed to transmit a proprietary
format (i.e. DMP, ITI, Bosch/Radionics)
we recommend
using their proprietary format. |
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2) Why
is there a 7-digit account number, when the panel program
only allows for a 4-digit or 3-digit account number?
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The
first 3 digits of the 7-digit account number are
the identifier used in Rapid Response Monitoring
to bring the signal to the account. The 4-digit
account number in the panel is the last four numbers
of the 7-digit account number. For ITI and DMP panels,
where there is an 8-digit account number, the first
3 digits are the identifier for Rapid Response Monitoring
and the last 5 digits are the account number.
For
Example:
7-digit Acct Number 7460123:746
is the identifier, 0123 is the panel acct
number
8-digit Acct Number 84345678: 843
is the identifier, 45678 is the panel
acct number
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3)
I tripped the alarm panel. However, the operator
has no history in the account. What happened?
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Several
possible "scenarios" need to be checked:
1) Check the account number programmed in the panel.
Also, check that all fields that require the account
number to be entered have been filled.
2) Check the phone numbers for the receiver that
are programmed in the panel. Pay particular attention
to the area code (888 vs. 800), and that any location
that requires the phone number to be entered has
been filled properly. Confirm that you have programmed
a 1 before the area code, and check that you do
not need to dial a 9 to place a call.
3) Check that the phone line is actually connected
to the communicator, and that the RJ Jack has been
wired properly.
4) If the communication process took many phone
calls before completing, try changing the reporting
format. If the customer has VoIP (Voice over Internet
Protocol) phone service, there may be a communication
problem with a certain format.
5) Check the panel program for reporting delay.
If the panel is programmed to abort communication
within a preset time and you disarmed the system
before that time expired, then the communicator
will not attempt to transmit.
6) With a telephone line set (butt-set), listen
to the communicator on the outgoing phone line to
confirm it actually dials out, is answered by the
receiver and communicates properly. Confirm that
the communicator is not indicating a Communication
Failure (comm-fail).
7) If the panel is not dialing out at all, check
that a format has been entered in any appropriate
format fields in the panel program. Also, check
if there is a routing section of the program, and
if it is set up to report to the central station.
8) Have the central station operator check the
account for "Wait Time". If there is an instruction
on
the account to hold certain responses to certain
signals for a given amount of time, the operator
will not see the incoming signal unless the "Wait
Time" has expired. |
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4) What is the difference between Caller ID and ANI?
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In
North America both services generally provide
a 10-digit identifying number. In the case of
Caller ID, the 10 digits constitute the actual
trunk number from which the call originates. ANI
delivers the pilot or billing telephone number
(BTN) of the caller.
Caller
ID is an analog service by which a telephone central
office (CO) switch sends digital information about
the incoming call. CALLER ID is provided as a
Bell 202 modem signal between the first and second
ring of the call on an analog line: therefore,
if the call is answered before the second ring
the identifying signal is lost.
ANI
is provided before the first ring on a digital
T1 or PRI in a DTMF, or in band signaling
protocol.
CALLER ID can be blocked. ANI cannot be blocked.
CALLER ID is not always delivered on all calls.
ANI is always delivered.
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5)
What is "2-Way Voice"? What is a "Live
Test"
and how does it differ from standard no-action?
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2-way
voice communication uses specialized equipment
which
gives the Central Station the ability to talk to
the subscriber for verification via their
alarm
equipment. "Live Test" allows a dealer to test
the 2-Way account with an operator responding,
during
the test, through the equipment. Standard no-action
does not involve the operator, and any signals
generated during a no-action do not go to the
operator, nor generate a response by the operator. |
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6)
What is the difference between VoIP and IP
monitoring?
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| VoIP
(Voice over Internet Protocol) is technology that
uses the Internet to carry a standard phone call
rather than using the traditional telephone network.
IP monitoring is the transmission of Alarm Signals
from your communicator to a receiver using specialized
equipment via the Internet instead of standard phone
lines. |
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8)
Can I send any format to any Receiver?
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No.
Please call Rapid Response Monitoring Technical
Support at 1-888-932-3822 ext. 8200 for additional
information. |
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9)
I was notified by Rapid Response Monitoring that
I have a malfunctioning panel in runaway condition.
What can be done?
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Rapid
Response Monitoring can, at the request
of the dealer,
temporarily block the incoming phone call at
the central station from reaching the receiver
until
you are able to service the site and repair the
system. Note: this does not prevent calls
from being
made from the site or stop the attempts of the
communicator to reach the receiver. The
communicator may still continue
to be in a runaway condition; however, the signals
will not be logged in the account and the
repeated
phone calls will not tie up the receiver lines.
If there are multiple lines from the communicator
(i.e. a fire alarm communicator), the additional
line may also need to be blocked. Until
serviced
and the phone line is un-blocked, no signals
will be recorded at the central station. |
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10)
How do I reach the Central Station?
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The
Monitoring Control Center may be reached at
1-800-932-3822. Our Control Center Specialists
can also help you
reach other Rapid Response departments. |
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11)
How do I reach Dealer Support?
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If
you know your Dealer Support Representative's
Extension, dial 1-888-932-3822 and enter
their extension.
Alternately, Extension 1151 will bring you
into a general Dealer
Support queue. |
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12)
How do I reach Technical Support?
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If
you wish to reach a specific Technical Support
Representative's Extension, dial 1-888-932-3822
and enter their extension. Alternately, Extension
8200 will
bring
you into a general Technical Support queue. |
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13)
Can I have my own 800 receiver numbers
for my alarm accounts?
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Yes,
Rapid Response Monitoring will issue individual
800 numbers for communicating to the receivers.
Depending on the manufacturers and models of communicators
you are using, you may be assigned additional 800
numbers to multiple receivers to accommodate your
subscribers. |
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14)
What is "Remote Downloading"?
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Remote
downloading is the ability to program
certain
manufacturer's panels from a remote site. For
additional information, please contact
our Technical
Support Team at 888-932-3822 ext 8200. |
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15)
What information will I need to request
Remote Downloading assistance?
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To
initiate a session with a panel which Rapid Response
Monitoring has not connected to before, there
is a basic set of information required: We will
need to know the Manufacturer and Model number
of the communicator, the phone line that the communicator
is connected to, the account number assigned to
the communicator, and any pass code information
specific to the communicator. Also, check that
the communicator has not been pre-programmed to
call back to another downloading computer. |
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16)
Do I need to be at the site during a
Remote Downloading session?
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Rapid
Response Monitoring requires that a Dealer's
representative is at the location during
a Remote
Downloading session. If we are requested
to change
any of the program's features, it is incumbent
upon the Dealer for the site to properly
test
the system to verify that the requested changes
have been successful and that the system
is functioning
properly, as expected and as designed |
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