Few companies in today’s economy stand alone. Our industry is part of a security chain that consists of alarm dealers, central stations, customers, vendors, distributors, and so on. Everything that takes place along that shared sequence has an impact on your company’s ultimate success.
The Central Monitoring Station you choose needs to be a strong link providing you with continual assistance, proven performance, viable solutions and superb service. We supply the rights answers - for your right choices!
Does the Central Monitoring Station have a redundant computer system?
It's a fact of life that computer systems can go down. If lives and property are at stake, response time is of the essence and the Central Monitoring Station cannot afford to have its critical systems inoperable.
At HSMC we have sophisticated, fully redundant computer systems with hard drive mirroring. These systems provide constant and immediate access to all vital data with instant fallback in emergency situations.
Does the Central Monitoring Station have Back-up Receivers?
If the signal receivers at the Central Monitoring Station fail, what happens to the emergency alarms waiting for a response? Logic dictates that the signals must be handled immediately! In the event of a malfunction, we provide rollover signal receivers. If the phone switch senses that it cannot get through to its designated primary receiver, for whatever reason, it automatically transfers the signal to the back-up receiver. This is built-in, seamless redundancy at a Central Monitoring Station committed to your security.
"Our UL approved state-of-the-art alarm monitoring equipment is second to none"
- Each module within the unit is expandable to 14 lines with a total of (7) seven DRL2A modules per unit.
- There is program memory space to spare with a capacity to meet new demands and decode new formats, growing and changing as our needs do.
- The generous data memory allows for large event buffers, which means that signals will not be lost.
There is Ease of Operation
- We can choose the handshakes we want and in what order they are to be received.
- We can tailor the output to our computers.
- We can change the printer and computer output to be “full time,” “back-up,” or “not used.”
- Customizing is done from the keypad and front panel switches or remotely via serial port.
- All programming can be verified on the LCD or can be printed.
- Printer events, computer events, and call display records can be examined on the LCD and copied to the printer.
The Receiver is Self-Monitoring
- The processor polls each line card frequently.
- The line cards supervise the CPM2 polling.
- The printer is checked for presence, paper out, etc.
- The computer communication is verified with heartbeat test signals. Signals are buffered during any computer outages.
The Receiver Will Keep Track of the Operators
- (16) Sixteen master and operator passwords.
- Operator acknowledges with time/date printed and advises the computer.
It Defines the Unknown
- Two-way audio.
- Downlook video verification.
- Built-in call display gives the phone number from the location where the call originated. Misprogrammed, “ghost,” or mal-functioning dialers, as well as willful interference, can now be traced.
Independence and Added Security
- Separate liquid crystal displays, microprocessors and power supplies for each of the line cards and for the CPM2, combined with special programming, means independence.
- The line cards can even keep working with the CPM2 removed from the rack in manual mode.
- Each line card has (2) two separate and different circuits to decode the pulse/tone data. The user or the microprocessor can compensate for weak signals.
- Powerful (16) sixteen bit microprocessor.
- Non-volatile RAM on each DRL2A line card module for the programmable configuration and the 256-event memory buffer.
- Over (80) eighty communication formats available.
- 1400 Hz, 2300 Hz, dual tone, and FSK handshakes, with handshake order selection - up to (6) six different handshakes.
- DVL2A dual line card module available for multiplex (DVACS Compatible), which is adaptable to radio.
- Output for 2-way audio (listen-in).
- 128-event memory buffer on the CPM and 2256-event non-volatile memory on each DRL2A line card module on the DRL2A module.
- Downlook video integration.
- Fast transmission (no delay) of multiple alarms to the computer and printer, for quick operator response.
- Computer format with time and date sent with or without a supervisory signal (a “heartbeat”) can be selected.
Upgradeable to keep pace with advances in technology
- Several languages available for printer library.
Receiver Line Cards
- The receiver line cards include many features; all designed to make the receiver easier to use. Separate liquid crystal displays, microprocessors and power supplies for each of the line cards and for the processor, combined with special programming, means extra security and independence. The line cards can even keep working with the processor removed from the rack.
- Caller identification capability is built-in and telephone numbers can be displayed, printed out, transmitted to the host computer and stored in memory.
Does the Central Monitoring Station maintain adequate records?
The Central Monitoring Station you entrust with the security for your customers should be able to provide you with accurate and comprehensive records of all alarm activity and afford you access to these records for a reasonable period of time. HSMC keeps a complete, full alarm event history on-line for one year. We can access a complete audit trail rapidly for all system signals, functions, operator actions, system testing, etc.
As a busy security professional, you need to know about the alarm activity of your accounts.
This information allows you
- To make timely repairs of defective equipment.
- To keep false alarms down to an absolute minimum.
- To determine the status of your accounts and to maintain an overview of them in general.
- To provide documentation for public safety officials, the courts, insurance companies, etc., as necessary.
Does the Central Monitoring Station provide “Dealer Access” so that you can keep in control of your accounts?
Dealer Access gives you unprecedented access and control over your accounts - all with just a web browser and an internet or intranet connection. Monitoring your account activity through Dealer Access is an important part of good customer service. HSMC offers you this vital link through a secure computer and software process. Your real-time customer information can be viewed at any time while you are connected to the internet or company intranet. It affords uniformity in the handling and processing all of your data, such as alarm reports, and creates an environment, which provides many benefits, including printing of accounts and alarm incidents.
This process is designed to help alarm dealers become more informed about their accounts, be hands-on participants in their data handling, to manage their accounts more efficiently and to greatly enhance the quality of their service.
Dealer Access is a valuable tool for all involved and concerned alarm dealers. It leaves the control of your accounts where it is meant to be … with you!
- Use your own computer to remotely access your customer database at our Central Monitoring Station twenty-four-hours a day without the hassle of downloads or a multiplicity of software packages.
- View, manipulate, inspect and oversee your database.
- Disable and enable accounts via the Internet.
- Place accounts on or off Test/By-pass.
- Review real-time history queries.
- Make modifications to call lists, pass card files, Open/Close schedules, and more – all on-line.
How do I put an account on line?
Basically, it can be done as quickly as a brief phone call! When you’re ready, just contact any one of our dispatchers and convey the customer’s basic information: name, address, telephone number, panel type and transmission format. The dispatcher will place the account on Test/By-pass so that you, or your technician, can begin testing all of the zones at the customer’s premises.
The account is then on-line - it’s just that simple! This would be followed-up by you sending us a completed “Customer Data Form,” so that all of the customer’s data is on file at our facility – in that way the account can be handled properly and to your specifications. You may use your own “Customer Data Forms” or, if you prefer, we will send you ours at no additional cost to you.
Or, you can send the completed “Customer Data Form” ahead of time by e-mail, fax, or regular mail, so that all of this data is inputted into our computer system beforehand and the account will be all set up when you call.
How do I sign up for Monitoring Services through your Central Station?
All you need to do is complete a Dealer Credit Application, which we will process immediately. If your company is just starting out and has no credit history, we will accept a company credit card. Then, you need to fill out a “Dealer Application,” which establishes your basic account information, such as:
- Company name and Company address
- Office phone number(s)
- Cell phone number(s)
- Pager number(s)
- Fax number(s)
- E-mail address
- Technicians' names
- Company I.D. code(s)
Once this information is gathered and processed, we will discuss your specific preferences for handling alarm conditions. These specifications will be encoded into our computer system and will be used as guidelines for all of your customers. We will assign you a block of customer account numbers, as well as an 800-telephone line and back-up number, over which your accounts will transmit. You can begin placing accounts on line from that point on.
How long has the Central Monitoring Station been in business?
You'll want to choose a Central Monitoring Station that's been in business for many years and one with a well-established reputation. Ask if the owners are on the premises during operating hours and ask how many times has the Central Monitoring Station changed owners since its inception. When selecting a Central Monitoring Station, stability often equates to quality. HSMC is independently owned and operated and has been in the emergency services industry with the same owners for over thirty years.
Is it important that the Central Monitoring Station have U. L. Certification?
Yes! UL approval is an alarm dealer's only guarantee that the Central Monitoring Station meets and adheres to the strictest alarm industry standards for building codes, alarm monitoring equipment, power supplies and back-up systems, record keeping, and quality control.
What contingency plans does the Central Monitoring Station have in the event of power outages?
Continuous, uninterrupted monitoring requires continuous, uninterrupted power supplies. We have two back-up generators and uninterrupted power supply systems, which sustain all functionality during power failures or brownouts. Generator testing is conducted weekly to assure constant readiness and operability.
What contingency plans does the Central Monitoring Station have in the event of telephone problems?
HSMC is serviced by a dedicated T1.5 PRI fiber-optic communication network and underground conduit, which houses all telephone wires and critical cabling to ensure extra safety. We have “Quality and Line Assurance” services through our carrier, which automatically selects alternate network paths at the hint of any telephone line problems. This program provides instant line-outage notification and emergency switchover capabilities, which are necessary safeguards during emergency situations.
What kind of training programs does the Central Monitoring Station have for its personnel?
HSMC carefully examines all applications and then hires only those persons who have successfully passed through rigorous pre-employment screening procedures. All newly hired employees are instructed in security-related educational programs followed by intensive hands-on training and subsequent testing.
Since your Central Monitoring Station represents your company when it is in contact with your customers, it is critical that the dispatchers always respond in a professional, friendly and reassuring manner - even under the most urgent circumstances. The learning process is continuous, since education and training are key factors in providing successful monitoring services. This can be achieved only through intensive, on-going, disciplined education of qualified personnel.
When do I pay for the Monitoring Service?
HSMC will invoice you for monitoring services as soon as your customer is placed on-line and then annually thereafter. If you are placing a large number of accounts on-line initially, you may choose to be billed monthly, which will allow you to budget your monitoring payments more easily.