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ALARM CENTER

®

Monitoring/Dispatch Module for Windows

User Manual

®

ALARM CENTER

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Table of Contents

THE ALARM CENTER® INTRODUCTION..................................................... 7

1 1.1.

System Features ................................................................................................................. 8

1.2.

Version 1.7 Enhancements Features Summary .............................................................. 9

1.3.

System Requirements ...................................................................................................... 11

1.3.1. 1.3.2.

1.4.

2

Compatible Operating Systems.................................................................................................................. 11 Minimum Equipment Specifications............................................................................................................ 11

Recommended Options ................................................................................................... 12

OVERVIEW................................................................................................... 14

2.1.

System Design .................................................................................................................. 15

2.2.

Demo System Options ..................................................................................................... 16

2.3.

Alarm Center 1.7 Start-Up .............................................................................................. 17

2.4.

Action32 Program Start-Up.............................................................................................. 22

2.5.

Traffic Server Console

2.6.

Data Entry .......................................................................................................................... 26

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2.6.1. 2.6.2. 2.6.3.

2.7.

(Networked Systems) .......................................................... 23

Cursor........................................................................................................................................................ 26 Editing ....................................................................................................................................................... 26 Keyboard ................................................................................................................................................... 26

Installation ......................................................................................................................... 29

2.7.1.

Installation Instructions .............................................................................................................................. 30

2.8.

Troubleshooting ............................................................................................................... 37

2.9.

SIS Technical Services & Training .................................................................................. 37

2.10.

3

Uninstall ......................................................................................................................... 37

THE MAIN TOOLBAR (AND ICONS) .......................................................... 40

3.1.

Operator ............................................................................................................................. 41

Operator > Change Password ..................................................................................................................................... 41 Operator > Preferences ............................................................................................................................................... 41 Operator > My Tasks ................................................................................................................................................... 42 Operator > Log Out ..................................................................................................................................................... 43 Operator > Exit ............................................................................................................................................................ 43

3.2.

Account.............................................................................................................................. 44

Account > New Account (Ctrl+N) ................................................................................................................................. 44 Account > Open Account (Ctrl+O) ............................................................................................................................... 44 Account > Close Account (Ctrl+Q) ............................................................................................................................... 45 Account > Save Account (Ctrl+S) ................................................................................................................................ 46 Account > Delete Account ........................................................................................................................................... 46 Account > Change Account Number ............................................................................................................................ 46 Account > Find Account (Ctrl+F).................................................................................................................................. 46 Account > Port / Line Look Up ..................................................................................................................................... 47

3.3.

Edit ..................................................................................................................................... 48

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Edit > Cut (Ctrl+X) ...................................................................................................................................................... 48 Edit > Copy (Ctrl+C) ................................................................................................................................................... 48 Edit > Paste (Ctrl+V)................................................................................................................................................... 48 Edit > Undo ................................................................................................................................................................. 48 Edit > Open Template (Shift+F6) ................................................................................................................................. 49 Edit > Save Template (Shift+F5).................................................................................................................................. 49

3.4.

Monitor ............................................................................................................................... 50

Monitor > On-Hold Signals (Ctrl+H) ............................................................................................................................. 50 Monitor > Pending Signals (Ctrl+P) ............................................................................................................................. 51 Monitor > Unrestored Signals (Ctrl+U) ......................................................................................................................... 51 Monitor > Monitor Accounts (Ctrl+M) ........................................................................................................................... 52 Monitor > Generate Manual Signal .............................................................................................................................. 52

3.5.

Reports .............................................................................................................................. 53

3.6.

Tools .................................................................................................................................. 54

Tools > Email .............................................................................................................................................................. 54 Tools > Manual Dial (F5) ............................................................................................................................................. 54 Tools > Map Location .................................................................................................................................................. 54 Tools > Page (F12)...................................................................................................................................................... 54 Tools > Verify Staff Identity.......................................................................................................................................... 55 Tools > Database ........................................................................................................................................................ 55 Tools > Setup .............................................................................................................................................................. 55 Tools > Auto-Loggers .................................................................................................................................................. 55 Tools > Time Clock Manager ....................................................................................................................................... 55

3.7.

Window .............................................................................................................................. 56

Window > Center......................................................................................................................................................... 56 Window > Save Layout ................................................................................................................................................ 56 Window > Cascade ..................................................................................................................................................... 56 Window > Tile Horizontal ............................................................................................................................................. 56 Window > Tile Vertical ................................................................................................................................................. 56 Open Windows Area.................................................................................................................................................... 56 . ................................................................................................................................................................................... 56

3.8.

Help .................................................................................................................................... 57

Help > Contents (F1) ................................................................................................................................................... 57 Help > One Button Tech Support ................................................................................................................................. 57 Help > SIS Live Update ............................................................................................................................................... 57 Help > Alarm Center Web Site..................................................................................................................................... 58 Help > About ALARM CENTER® ................................................................................................................................. 58

3.9.

Toolbar Icons .................................................................................................................... 60

3.9.1.

Account Status Monitor .............................................................................................................................. 61

3.10.

Account Activity Bar ..................................................................................................... 62

3.11.

Workstation Status Bar ................................................................................................ 63

4

ADD/EDIT ACCOUNT .................................................................................. 65

4.1.

Add New Subscriber ......................................................................................................... 65

Subscriber Account Records ....................................................................................................................................... 67 Account Status ............................................................................................................................................................ 68 Account Tabs .............................................................................................................................................................. 68

4.2.

Edit an Existing Account ................................................................................................. 69

4.3.

Account Phones ............................................................................................................... 71

Add Button .................................................................................................................................................................. 71 Insert Button ................................................................................................................................................................ 72 Remove Button ........................................................................................................................................................... 73 Details Button .............................................................................................................................................................. 73

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Call Button................................................................................................................................................................... 75

4.4.

Account Zones .................................................................................................................. 76

Add ............................................................................................................................................................................. 76 Add Link ...................................................................................................................................................................... 77 Remove....................................................................................................................................................................... 77 Details ......................................................................................................................................................................... 77

4.5.

Account Users .................................................................................................................. 80

Add ............................................................................................................................................................................. 80 Remove....................................................................................................................................................................... 81 Details ......................................................................................................................................................................... 81

4.6.

Account Schedule ............................................................................................................ 83

Grid View .................................................................................................................................................................... 83 Graph View ................................................................................................................................................................. 83 Overrides .................................................................................................................................................................... 83 Tolerances .................................................................................................................................................................. 84

4.7.

Account Misc .................................................................................................................... 85

Activation .................................................................................................................................................................... 85 Auto paging ................................................................................................................................................................. 85 Auto reports................................................................................................................................................................. 88 Disabled mode status .................................................................................................................................................. 89 Emails and Faxes ........................................................................................................................................................ 90 False alarm tracking (FACTS) ..................................................................................................................................... 90 Mailing address ........................................................................................................................................................... 91 Other information......................................................................................................................................................... 92 Panel information ........................................................................................................................................................ 93 Policies / Procedures ................................................................................................................................................... 94 Recurring test signals .................................................................................................................................................. 94 Test mode status ......................................................................................................................................................... 95 Time zone ................................................................................................................................................................... 96 UL information ............................................................................................................................................................. 96 WebAccess ................................................................................................................................................................. 98

4.8.

ACCOUNT NOTEPAD ....................................................................................................... 99

4.9.

ACCOUNT HISTORY ....................................................................................................... 101

Show History ............................................................................................................................................................. 101 Statistics.................................................................................................................................................................... 102 View Log ................................................................................................................................................................... 102 Create Report ............................................................................................................................................................ 102

5

REPORTS................................................................................................... 105 TIP: Report page formatting and default settings can be updated at Tools > Setup > System > Reports. Refer to System Options section. ............................................................................................................................................ 105

5.1.

Reports Navigation Bar .................................................................................................. 106

5.2.

Report Queries ................................................................................................................ 108

5.3.

Dealer Reports ................................................................................................................ 110

5.4.

Miscellaneous Reports ................................................................................................... 112

5.4.1. 5.4.2. 5.4.3. 5.4.4. 5.4.5. 5.4.6.

5.5.

Unused Account Numbers ....................................................................................................................... 112 Signal Code Listing .................................................................................................................................. 112 Time Schedule Listing.............................................................................................................................. 113 Statistics .................................................................................................................................................. 113 Operator Listing ....................................................................................................................................... 114 Operator Events....................................................................................................................................... 114

Signal History Reports ................................................................................................... 116

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Subscriber Reports ........................................................................................................ 119

5.6.1. 5.6.2. 5.6.3. 5.6.4.

Detail ....................................................................................................................................................... 119 Mailing Labels .......................................................................................................................................... 122 Status ...................................................................................................................................................... 122 Subscriber Summary ............................................................................................................................... 122

5.7.

Management Reports ..................................................................................................... 125

5.8.

Auto Reports ................................................................................................................... 128

5.9.

Dealer Auto Reports ....................................................................................................... 130

6

TOOLS ....................................................................................................... 131

6.1.

Email ................................................................................................................................ 132

6.2.

Tools > Manual Dial (F5) ................................................................................................ 133

6.3.

Tools > Map Location ..................................................................................................... 134

6.4.

Tools > Page (F12) .......................................................................................................... 135

6.5.

Tools > Verify Staff Identity ........................................................................................... 136

6.6.

Tools > Database ............................................................................................................ 137

6.7.

Tools > Setup .................................................................................................................. 139

Tools > Setup > Account Status Display .................................................................................................................... 139 Tools > Setup > Account Types ................................................................................................................................. 140 Tools > Setup > Authorities (AHJ) ............................................................................................................................ 140 Tools > Setup > Dispositions ..................................................................................................................................... 141 Tools > Setup > EMail Setup ..................................................................................................................................... 142 Tools > Setup > Event Monitoring Filters ................................................................................................................... 142 Tools > Setup > Format Tables ................................................................................................................................. 142 Tools > Setup > Global Contacts ............................................................................................................................... 143 Tools > Setup > Holidays .......................................................................................................................................... 144 Tools > Setup > Line Codes ...................................................................................................................................... 145 Tools > Setup > Operators ........................................................................................................................................ 147 Tools > Setup > Pagers ............................................................................................................................................. 152 Tools > Setup > Panels ............................................................................................................................................. 155 Tools > Setup > Policies / Procedures ....................................................................................................................... 156 Tools > Setup > Quick Resolve ................................................................................................................................. 156 Tools > Setup > Signal Codes ................................................................................................................................... 157 Tools > Setup > SMS Messaging .............................................................................................................................. 158 Tools > Setup > System ............................................................................................................................................ 158 Tools > Setup > System > Display Options ................................................................................................................ 159 Tools > Setup > System > Display Options > Signal Priorities ................................................................................... 160 Tools > Setup > System > Signal Handling ................................................................................................................ 162 Tools > Setup > System > Signal Handling > Advanced ............................................................................................ 163 Tools > Setup > System > Email ............................................................................................................................... 165 Tools > Setup > System > Miscellaneous .................................................................................................................. 165 Tools > Setup > System > Reports ............................................................................................................................ 166 Tools > Setup > System > Reports > Auto-Reports ................................................................................................... 167 Tools > Setup > System > Policies / Procedures ....................................................................................................... 167 Tools > Setup > Task Manager.................................................................................................................................. 168 Tools > Setup > Workstation ..................................................................................................................................... 169

6.8.

Tools > Auto-Loggers..................................................................................................... 172

6.8.1.

6.9.

Auto-Logger Definition ............................................................................................................................. 172

Tools > Time Clock Manager ......................................................................................... 173

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CENTRAL STATION MONITORING .......................................................... 176

7.1.

Dial ................................................................................................................................... 177

7.2.

History Information ......................................................................................................... 178

7.3.

Log Call ............................................................................................................................ 179

Quick Log .................................................................................................................................................................. 182

7.4.

Miscellaneous ................................................................................................................. 183

7.5.

Mode................................................................................................................................. 184

Auto Mode ................................................................................................................................................................. 184 Manual Mode ............................................................................................................................................................ 184

7.6.

Note Pad .......................................................................................................................... 186

7.7.

On Hold ............................................................................................................................ 187

7.8.

Signals ............................................................................................................................. 188

Open/Close Signals ................................................................................................................................................... 188 Non-Emergency Signals ............................................................................................................................................ 188 Emergency Signals ................................................................................................................................................... 188

7.9.

Time Schedule ................................................................................................................ 189

7.10.

User Codes .................................................................................................................. 190

7.11.

Zones ............................................................................................................................ 191

8

GLOSSARY ................................................................................................ 193

9

SOFTWARE PROGRAM END-USER LICENSE AGREEMENT ................ 197

10

APPENDIX............................................................................................... 203

10.1.

SIS Support Programs ................................................................................................ 204

10.2.

SIS Training Programs ............................................................................................... 205

10.3.

SIS Tech Support / Training Via WebEx ................................................................... 206

WebEx Support Services Security ............................................................................................................................. 206

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1 Introduction

1 The ALARM CENTER® Introduction The Monitoring/Dispatch Module (Version 1.7xx) is designed to record and maintain alarm account information and to monitor data sent by an alarm central station unit (receiver). With this program, the necessary data automatically appears on the computer screen when an emergency occurs. The central station operator can react quickly, choose the appropriate phone number, and then the program will automatically dial it. The System details all actions taken during an emergency situation. Non-emergency signals, such as open/close, are automatically logged leaving the operator free for emergency signals. ®

The ALARM CENTER System has an extensive reporting capability. Reports can be produced for a monitoring company, renters, and subscribers. ®

Data maintained by the ALARM CENTER Monitoring/Dispatch Module includes: 

Subscriber information



Emergency notification numbers



Zone information



User codes and passwords



Permanent and temporary Note Pads for miscellaneous information



Complete Signal history



Operator audit trails



Time schedules, including accepted tolerances



System statistics



False Alarm tracking

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The ALARM CENTER System is capable of maintaining more than 100 million subscriber accounts. Up to 256 supported receivers may be used on a single System with the capability to define more than 45,000 different line cards. The System can be configured to treat each receiver line as an individual company, thus allowing one central station to monitor many companies and provide separate reporting mechanisms for each. Individual systems are limited to the capabilities of installed hardware.

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1.1. System Features ®

Some of the features available with the ALARM CENTER System include: 

Monitoring of incoming signals from Digital and Radio Receivers.



Automatic recall and display of an individual account when an emergency type signal is received.



Place a signal on “hold” to resolve at a later time.



Various look up capabilities for line codes, account numbers, subscriber names, phone numbers, etc.



Automatic dialing of phone numbers with busy detection.



Audit trail capability on signals received and operator actions.



Automatic logging of open/close and other non-emergency signals.



View pending signals when multiple signals are received.



Quick-log feature for use during high traffic periods.



Temporary modification of subscriber’s open/close scheduling alert tolerances.



View and/or print open/close, non-emergency, and emergency history reports.



Extensive password security protection.



Comprehensive reports capability, including on-screen view, print, copy to text file, and transfer to fax.



Automatically generate frequent history reports.



Print mailing labels for subscribers.



Call a predefined pager number when operator fails to respond to an emergency type signal.



Detailed description for each defined zone.



Incorporate up to 256 receivers.



Electronic Mail System (internal application e-mail).



Quick Link Internet connection for technical support and program updates. (Utilizes your existing Internet access)

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1.2. Version 1.7 Enhancements Features Summary Version 1.7xx of Alarm Center® brings over 180 new features and enhancements. Below is a listing of some of those new features.

User Interface:     

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Compatible with Windows XP Pro, Vista Professional, Windows 7 Professional, 2008 Server with SQL Express, 2000, 2005 and 2008. All new XP/Vista styles applied to program grids, screen layouts, images, and icon set. Encrypted TCP/IP connections are utilized instead of DCOM. User definable tabs on the account screen to allow a more logical flow for data entry and alarm handling. Policies now allow manager to select what users can view or not view by line codes (e.g. user passwords).

Account Editing:      

Added Billing/Service tab to allow for accessing Billing information and Service information. Notepads can now hold RTF data including fonts, colors, and images, also can be printed. Added Authorities having jurisdiction database where phone numbers and descriptions for Police, Fire, (AHJ) utility companies etc… can be entered for quick-access when editing phone lists. Added ability to drag/drop phone lists entries for easy sorting/arranging. Added scheduling and expirations to phone list entries (Day contacts, Night contacts) making it even easier for the dispatchers. High security “Require Identity Verification” communications feature at account and staff level.

Traffic Server: 



Added new Traffic Server Console so that monitoring the central station activity can be performed from anywhere (including off-site locations). Enhanced security through an encrypted connection added. Traffic now runs as a Windows Service Integrated error handling with the Windows Event Log so that any problems that arise with the Traffic Server service can be easily reviewed and corrected.

Alarm Handling: 

  Version 1.06 (031210)

Policies – You can now manage every “step” of operator Alarm Handling procedures with specific notes and timing functions for high security applications or high priority accounts. Complete audit trails and reports can be generated for operator signal handling based on these policies. Added the option to require a certain minimum number of characters for operator signal notes (including notes from phone calls). Added toolbar message to indicate if there are no workstations in monitoring mode. 9

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1 Introduction    

Added ability to display special dispatch instructions for each zone in a pop up window when processing an alarm. Added option in System Setup to include the “Zone Description” when viewing the Pending and On-Hold signal queues. Added “All Event Display” windows which displays all alarm signals received in chronological order, including “raw data” from the receiver. Added “Storm Logger” feature to auto log pre-selected signal codes when they arrive from a certain line code, account range, city, state, zip code, or area code with an auto-expiration time frame.

Reporting:    

Added the ability to export reports to Excel and HTML file formats. ® Added the ability for Alarm Center –Auto Reports Service” to auto process Automatic Reports on a schedule. Added Global Contacts list for storing the names, fax numbers, and email addresses of contacts that will be populated into the drop down list of recipients when emailing or faxing reports. Added ability to specify a report header image for each line code (supports .JPG, .BMP, or .GIF files). Added the ability to specify company header for reports.

Miscellaneous:     



Version 1.06 (031210)

Added 1 Button Tech Support feature to help menu. Added the option to send system level pages when an account is put on test/disabled mode. A secondary option is available to only send these pages if the account has the Administrative Lock enabled on it. Added 57 new user rights for management control. Added clock in/out functionality to manage operator time clock records. Added ability to set operator account limits to prevent them from opening and reporting on accounts they haven’t been given permission for. This does not affect monitoring alarms; alarms can be handled but the sensitive information will be hidden from view (user codes and passwords). Added ability to save to file recorded video, audio, and image files when reviewing signal logs.

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1.3. System Requirements ®

The following is only a guide for the system requirements of the ALARM CENTER software. System requirements change with the introduction of program upgrades, operating system changes etc. Please contact SIS’s Tech Support or Sale Dept. for the most up-to-date requirement specifications.

1.3.1.

Compatible Operating Systems

Workstations/Signal Processor Operating Systems:  

Windows 7 Professional Windows 7 Ultimate

Servers Operating Systems:    

Windows Server 2003 Windows Server 2003 R2 Windows Server 2008 Windows Server 2008 R2

Database Engines: 

Single User / Mini Network o o



Microsoft SQL Server 2005 Express Edition Microsoft SQL Server 2008 Express Edition

Multi User Systems o o

Microsoft SQL Server 2005 Microsoft SQL Server 2008

Systems can use either the 32-bit or 64-bit version.

1.3.2.

Minimum Equipment Specifications

The minimum equipment requirements are:           

Processor: Intel® Core™ i5 or faster 500 GB hard drive 8 GB RAM memory 100/1000 Mbps Ethernet adapter. Optical DVD drive. Keyboard & mouse. Modems (two 56K recommended: one for auto-dial, one for fax/paging). 17” SVGA monitor and video card supporting minimum of 800 x 600 mode. Dot Matrix Printer (all events printing) Laser printer (reports printing). 650 VA UPS backup battery system to protect against power fluctuations. Serial (RS-232) communications ports configured for each connected alarm receiver.

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1.4. Recommended Options ®

The following SIS options are recommended for use with the ALARM CENTER System.

Serial Interface(s) and IP Port Adapters Serial interface devices are necessary for the connection of multiple alarm receivers. Additionally, IP Serial / Port Adapters allow for the connection of multiple alarm receivers over the existing computer network.

External Alert Option This device allows for the remote annunciation of infrequently reported alarms to personnel that are in the same facility but are not always able to be in front of the monitoring console. Placement versatility is provided by utilizing power line-carrier technology.

Service & Accounting Module ®

Important data and accounting information flows from the ALARM CENTER Monitoring/Dispatch Module to several commercially available full scale accounting systems. Interfaces range from ® entry level (i.e.: QuickBooks ) through Fortune 500 accounting systems. In addition to providing a complete solution to Central Station Billing, the Service Manager Module provides your Central Station a powerful tool to manage service calls, tickets, and technicians.

Telephone Access Module The Telephone Access Module allows your dealers and/or subscribers to access account status, history, testing status, etc... directly from any touch-tone telephone system. Technicians in the field no longer have to disrupt dispatchers in order to conduct routine account testing. Versions are available in several languages. The package includes a comprehensive voice editing program designed for user-defined languages and/or custom voice prompts.

SyncAgent™ Module ™

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SyncAgent was developed to offer ALARM CENTER users running SQL Replication a superior ™ method or data redundancy. SyncAgent greatly reduces the resources necessary to perform critical and necessary data synchronization, backup, and restore, while offering the user a simplistic interface that encourages systematic maintenance of data.

Web Phone & PDA Module Utilizing a web enabled cellular phone (WAP), authorized service technicians in the field can access subscriber accounts at the Central Station and quickly access account history, place accounts in test mode and check account status information.

Mapping Module This powerful Module allows operators to instantly access mapping details for subscribers upon receiving an emergency signal. Also, by typing in an address, a map can be provided for service Version 1.06 (031210)

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or general location instructions. Powerful zoom features make this Module a must to providing superior central station services.

Video Integration Module The Video Integration Module allows for video verification of pre and post alarm events along with LIVE video to be displayed for each zone violated during a dispatch. Video verification reduces false alarm dispatching and streamlines alarm processing.

Internet Service Module Using a web-enabled PDA, service technicians can access detailed information for their service calls right in the palm of their hand!

Dealer Access Module This add-on product allows your dealers to add new accounts, change existing account data (e.g. modify time schedules, add/delete new users, etc.), print or email detailed subscriber history ® reports, and more ... all from a remote computer site. Combined with the ALARM CENTER Telephone Access Module, operator workload is significantly reduced by allowing dealers to remotely view, update and maintain their own subscriber records. The Module includes comprehensive security options for each dealer.

Reporter Module The Reporter Module allows for the unattended processing of alarm signals. This Module provides superior value for installations simply requiring alarm activity reports.

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2 Overview

2 OVERVIEW ®

This chapter contains information about the general usage of the ALARM CENTER System. We suggest that you review this chapter before using the System. The following features are discussed in this chapter. NOTE: It is recommended that new users thoroughly review the “Quick-Start” Guide be reviewed the detailed step-by-step instructions on Installing; setting up a new account; and monitoring an alarm account BEFORE additional review in this manual.

System Design

Explanation how the System works.

Demo System Options

New Users learn by using the Demo Database.

Alarm Center 1.7 Start Up

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Instructions and explanations on starting the 1.7 Monitoring/Dispatch Module.

Action32 Program Start-Up

Important preliminary steps to starting up the signal processor program Action32

Traffic Server Console

An introduction to the traffic cop program for networked ® configurations of Alarm Center .

Data Entry

Productivity tips on using basic instructions for entering information into the Monitoring/Dispatch.

Installation

Step-by-step instructions on installing the Alarm Center 1.71.7.

Troubleshooting

Where to go and what to do if you have trouble.

SIS “TST”

Information on Technical Services & Training support.

Uninstall

How to remove the ALARM CENTER Monitoring/Dispatch Module from your system.

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2 Overview

2.1. System Design ®

The ALARM CENTER Monitoring/Dispatch Module monitors the communications port(s) for incoming signals from supported receiving devices. The following actions occur when a signal is received. 1. The signal is immediately assigned a date/time stamp, an id number and written to the hard drive. 2. An acknowledgment (ACK) is sent to the receiver so the next signal may be sent. 3. The signal, now residing in a file on the hard drive, is read and processed by the ® ALARM CENTER Monitoring/Dispatch Module. 4. If the signal is an open/close/non-emergency type of signal, it is automatically logged to a history file without any user action. 5. If the signal is an emergency signal, the specified account is updated appropriately and the signal is placed into the pending signal list where it can be displayed on the screen for operator intervention. Critical actions an operator takes while processing an emergency signal are tracked and recorded. Later, reports can be printed detailing those actions.

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2 Overview

2.2. Demo System Options The Alarm Center® program comes with several demonstration mode options. These options are a good way for new users to observe and practice how alarm accounts and alarm signals are setup and processed. Since they are not a true fully operational systems, demo optioned systems will have limitations in operation and signal processing.

Demo Database is provided for observing and practicing the processing alarm signals and accounts. 

Provides sample accounts complete with line codes, alarm zones, users, and selected account options to practice monitoring.



Demo accounts can be modified and saved in order to practice alarm operations.



Will automatically provide random alarm signal samples and Demo alarm receiver port to the Action32 signal processor program. o

Must have a temporary license activation in order to utilize sample signaling.



Can manually create, test and practice alarm signals by using the F6 function key and selecting from demo database accounts.



A “Demonstration Instructions” screen will appear: o The Demo Database has been installed. o If you did not activation a temporary license as previously described. o You will only be able to process demo alarm manually using F6 or selecting the Lightning Bolt icon.

NOTE:

o o o

o

Without temporary license activation you will not be able to process automatically generated alarm signals from demo database and Action32. Select MONITOR ACCOUNTS from Monitor Menu Press F6 to manually simulate incoming emergency signals. Select manually generated alarm signal by:  Double-click on signal in Pending Screen  Select Auto-Mode in Pending Screen to auto retrieve signals.  Press any key to silence audible alert. Select OK to continue.

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See the Alarm Processing Section for more information on processing the demo alarm signals.

2.3. Alarm Center® 1.7 Start-Up ®

Now you are ready to start the Alarm Center program along with the companion signal processing program, Action32. There will be a few things that need to be addressed the First ® Time Alarm Center is started. NOTICE:

On new, non-demo database installations, you must FIRST start the Alarm ® Center program BEFORE starting the signal processor program Action32. The ® insertion of line codes in Alarm Center are sis needed before opening Action32. (See below for more information.) ®

1. On new installations double click on the Alarm Center icon to start the Monitor/Dispatch program.

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2 Overview ®

2. The first screen to appear when executing ALARM CENTER shows the SIS logo, Monitoring/Dispatch Module release/build number and checks startup operation steps. The startup operation checks will test for the following: 

Initializing Components



Acquiring License



Initializing Preferences



Connecting to Database



Performing Database Maintenance



Applying Windows Rights

3. On the “First Run” screen select YES for all conditions EXCEPT: a. When you don’t want a database created where Traffic is pointing. i. The default server database location is [local] if the server location has not been configured yet in the Traffic Server Console (See Traffic Console section below)

4. For first time use enter default User and Password. a. Default User Name and Password is SIS. b. UL versions may require 6 letters for password or SISSIS c. “Exit Program” may not be available. (See “Auto enter Monitoring mode” at Tools > Setup > System > Miscellaneous) d. Select Login.

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2 Overview

5. The License Agreement will appear on first time usage. Please read and select “I Agree” to proceed.

6. Select a new Admin password at the prompt. a. For UL systems you will be required to enter a minimum of 6 characters.

7. A “Demonstration Instructions” screen will appear: a. The Demo Database has been installed. b. If you did not activation a temporary license as previously described. c. You will only be able to process demo alarm manually using F6 or selecting the Lightning Bolt icon.

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2 Overview

Without temporary license activation you will not be able to process automatically generated alarm signals from demo database and Action32.

d. See Demo System Options Section for more information. e. Select OK to continue. 8. The Alarm Center main Monitor / Dispatch screen will now be displayed.

a. Notice that the screen will be displayed as a DEMO SYSTEM screen if the temporary license step (shown in installation above) was not applied. 9. An initial Line Code needs to be established on a blank database installation BEFORE opening the Action32 signal processor program. a. A Line Code is a required 1-3 digit prefix that is attached to alarm account numbers. b. It can be utilized to identify alarm accounts groups. c. In the top menu go to Tools > Setup > Line Codes. i. Create an Alarm Code and alarm receiver port / line assignment. d. If, at this time, you are not sure of a Line Code designation then start with a sample AAA line code, port 1 and line 1.

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The ALARM CENTER screen contains a toolbar across the top of the screen. The Toolbar contains various pull-down menus and icons to help you navigate the Monitoring/Dispatch Module. The pull-down menus include Operator, Account, Edit, Monitor, Reports, Tools, Window, and Help. For more information on menus and icons see Main Toolbar section.

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The ALARM CENTER Monitoring/Dispatch Module is a menu-driven system and is operated by selecting options from various menus. To select a desired function, position the mouse on it and click the left mouse button. Some menus can be accessed in other ways. The use of keyboard Function Keys or Hot-Keys can considerably increase data entry and operation efficiency. The use of these keys eliminates the extra manual step of making a selection with a mouse cursor. A Function Key entry will typically take one to a specific function from anywhere in the Alarm Center program. The keys are labeled F1, F2, etc. and located on the top row of a standard qwerty keyboard. For example pressing the F5 key will bring up the Manual Dial window. See the keyboard section below. When one letter in a menu name is underlined, you can access that menu by pressing a “HotKey”, a combination of keys using the Alt key and the underlined alphabetic character. For example, open the Account pull-down menu by pressing Alt+C. Within a drop down menu you may find options that also have an alphabetic character underlined. To quickly access this option, you may press the Ctrl key and the appropriate letter “Hot-Keys” combination. For example to save an account you have created or updated, you can press Ctrl+S. Additionally, the operating system uses hot-key combinations to save data entry time. See below keyboard section for suggested combinations.

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2.4. Action32 Program Start-Up The Action32 program is used to process alarm signals that come from the alarm receiver and ® appear in the Alarm Center Monitor / Dispatch program. Action32 must be running in the background at all times when monitoring incoming alarms, or even when running in the demo mode. NOTE:

You will need to have temporary license activated in order to have control over the Action32 program menu. If you do not, you will notice the Action32 menu selections grayed out.

1. If available, connect your alarm receiver to the computer port via the SIS provided Smart Cable device. a. Refer to connection instructions in Smart Cable box. b. Set alarm receiver for automation. 2. Double click on the Action32 icon to start the program.

3. 4. Error Action32.INI not found! may come up the first time.

a. Select YES to create this important configuration file. 5. No Line Codes Defined Error message indicates that line codes were not set up in Alarm Center® program.

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See Alarm Center Start-Up section for more details.

6. To setup a connected receiver in Action32 you must: a. Select in menu Ports > Setup b. Select Ports Tab in Options i. Select in Port pull-down listing the COMM port (RS-232 Serial) your receiver is physically connected to. ii. Select the your receiver type in Receiver Name pull-down listing. (Note that default communication parameters are filled in). iii. Check the Active box. Then click OK

c.

Close and re-open the Action32 program.

2.5. Traffic Server Console

(Networked Systems)

This program is the traffic cop of your SIS alarm monitoring system. It is a Microsoft component which allows users and computers in a mini or enterprise environment to communicate with the SQL database server on your network.

1. The Traffic program has changed since version 1.5xx. a. It now runs as a Windows service. b. It is IP based and no longer utilizes DCOM objects as in version 1.5. c. The traffic server must be configured with a Static IP Address. d. Utilizes TCP Port 19919 (default). i. Assigned Port must be open on firewalls. 2. Launch Traffic Server Console by double clicking on the Traffic icon.

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a. As workstations, signal processor and server computers get connected via the Traffic Console you will see them listed. b. Good connections will be in green and troublesome ones in red. c. A “Thumbs-Up” indicator will show everything is communicating and performing properly. 3. Establishing connections to Traffic Server service

a. Select “Options” icon in upper left hand corner. b. Select Options from drop-down listing. 4. Select the Networking tab.

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1. Enter password specified from server selection (see above) Provide a common TCP port. 1. Default port is 19919. 2. Port is common to above server and client selections. d. Select Save e. Say Yes to the restart request. 5. The Traffic program will now close and restart. a. Several attempts may be made to connect. 6. Verify all connections are green and you have a “Thumbs-UP” 7. A Traffic Light Icon will appear in the OS tray when Traffic is running in the background. c.

NOTICE: Those installing networked systems should contact TST Technical Support for additional information and “Best Practices” on configuring Servers, Work Groups, and User Rights.

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2.6. Data Entry ®

One of the most important functions in the ALARM CENTER Monitoring/Dispatch Module is entering data about a subscriber. Data entry is simple and consists of typing information into fields. A field is a part of a subscriber’s record. The following sections describe basic data entry procedures including; cursor, editing, fields, and special keys.

2.6.1.

Cursor

The cursor is the point at which you can type a character. It moves from left to right and from top to bottom within a field. Use the arrow keys or mouse to move the cursor within a field. Press the TAB key to move the cursor from field to field. Using Shift+TAB will move you to the previous field.

2.6.2.

Editing

Editing consists of inserting, deleting, or changing characters. To insert a character, move the cursor to where you want to insert a character. Type the character(s) you want to insert and the existing characters will move to the right. There are two primary ways to delete a character: 

Move the cursor to the character you want to delete, highlight it with the mouse, then press the DELETE key. -- OR --



Move the cursor to the character you want to delete. o

If the cursor is before the character to be deleted, press the DELETE key.

o

If the cursor is after the character to be deleted, press the BACKSPACE key.

If you want to delete more than one character, move the cursor to the characters you want to delete. Highlight them with the mouse and press the DELETE key. To highlight or mark a block of text, use the mouse to place the cursor on the first character you want to mark. Hold down the left mouse button and drag the cursor to the last character you want to mark. Release the mouse button and the text is highlighted. To change text in a field, highlight the characters you want to change. Begin typing the new characters and the highlighted text will be deleted and replaced with the new text. Be careful with this technique: any highlighted text can be deleted with only one keystroke.Fields A field is a section of the screen in which information is entered or displayed. Some of the fields in this System are Account, Name, Address, City, State, Zip Code, Password, and Location. To move from field to field, press the TAB or ENTER keys or move the mouse to the desired field and click once.

2.6.3.

Keyboard

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Function Keys KEY

DESCRIPTION

F1

The Help key provides information about the Monitoring/Dispatch Module.

F2

Activates Edit Mode in data entry windows.

F3

Delete a highlighted selection in list windows.

F4

Activates automatic dialing option during operations in Emergency Notification Number listings.

F5

Enter a telephone number for manual dialing.

Shift+F5

Save a list or notepad template.

F6

Insert a telephone number in the Emergency Notification Number listing.

Shift+F6

Open a list or notepad template. (within the add/edit account screen)

F7

Add an entry to a list window.

F9

Acts as ESC key in list windows.

F11

Save current list window item.

F12

Access the Paging option.

“Hot” Keys KEY

DESCRIPTION

Ctrl+C

Selection for Copying selected text. Text is temporarily stored in ‘clipboard’ memory and may be pasted elsewhere. Use mouse to select text to cut, copy, or paste.

Ctrl+F

Finding an account selection which brings up the Search Accounts window.

Ctrl+H

Choose this to see a list of On-Hold alarm signals.

Ctrl+L

Operator Hot Login which allows a dispatcher to login to monitoring mode without exiting to initial login screen.

Ctrl+M

Used to select the Monitoring mode and process. The traffic light icon will sequence when this selection is made.

Ctrl+N

Creating a New account.

Ctrl+O

Opening an existing account.

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Ctrl+P

Choose this to see a list of Pending alarm signals.

Ctrl+Q

Closing or Quitting an open account. Similar to selecting the “X” in the upper corner of an open window.

Ctrl+S

Saving an account or setting when a change, add or deletion has been made.

Ctrl+U

Displays a list of all Unrestored signals.

Ctrl+V

Selection for Pasting text that has been temporarily stored in ‘clipboard’ memory. New location is first selected.

Ctrl+X

Selection for Removing or Cutting selected text. Text is temporarily stored in ‘clipboard’ memory and may be moved or pasted elsewhere. Use mouse to select text to cut, copy, or paste.

Shft+F6

Selects a saved template when editing account areas such as phones, zones, Users, Schedule, and Notepad.

Shft+F5

Saves to a template an account area (see above) for future template use. (see above)

Important Keyboard Keys KEY

DESCRIPTION

Arrow Keys

Allows for movement of the cursor within a field or window.

Backspace

Deletes the character to the left of the cursor.

Caps Lock

Changes characters from lower case to upper case or upper case to lower case.

Delete

Removes the character immediately to the right of the cursor, or a highlighted block.

End

Moves the cursor to the end of a field. If the field has more than one line, the cursor is moved to the end of the line.

Enter/Return

This key has different functions in different places.

ESC

Cancel the current operation.

Home

Moves the cursor to the beginning of a field. If the field has more than one line, the cursor is moved to the beginning of the line.

Num Lock

Disables arrow keys in the numeric keypad and activates numeric keys in the keypad.

Page Up

Moves the cursor to the previous page.

Page Down

Moves the cursor to the next page.

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Shift+Tab

Moves the cursor backward from field to field.

Tab

Moves the cursor forward from field to field.

Relevant Windows Editing Keys ®

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Keyboard shortcuts which are standard with Microsoft Windows operation and offers keyboard alternatives to some Alarm Center editing functions such as Undo icon selections. Caution: Clipboard storage is volatile data storage and can be lost by power failure or overwritten with another Ctrl-C or Ctrl-X selection. Ctrl-C

Copy Text into the clipboard. For immediately pasting text elsewhere. Data remains at original location.

Ctrl-X

Cut Text from original document and place in clipboard. For immediately pasting of text elsewhere. Data is no longer original location.

Ctrl-V

Paste Text from computer clipboard area. Data still remains in clipboard until overwritten with another Ctrl-C or Ctrl-X selection. Same data can be pasted in multiple locations.

Ctrl-S

Save Data being created, added or modified. TIP: Make sure to save data often when editing accounts. This command is very handy for this save data action.

Ctrl-Z

Undo Data that is presently being edited. Also reference the Alarm ® Center Undo menu icon.

Ctrl-F4

Closes an active and open window location.

F1

Help selection which brings up the Alarm Center help area.

F10

Menu bar selection which points to be beginning of the Alarm ® Center menu bar.

Ctrl-O

Open an existing document or account.

Ctrl-N

New document or account selection.

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2.7. Installation ®

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The ALARM CENTER Monitoring/Dispatch Module for Windows Version 1.7 is designed to operate on a variety of computer systems. Please refer to the “System Requirements” section of this manual for complete specifications.

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Installation Instructions

This section gives a brief summary of installation instructions. If you are upgrading from a previous version of the Monitoring/Dispatch Module, please refer to the Upgrade Installations in your package. Do not try to install version 1.7 on a computer that also has a version 1.5xx on it.  If you are installing Version 1.7 on a PC that has, or has had, Version 1.5 on it. Then you must….. o Use 1.5 Backup/Restore to make a backup of 1.5 SQL database files. Save backups. o Uninstall Version 1.5 using Windows Uninstall feature. o The version 1.7 installation will automatically update new SQL database files. o Presently, you cannot go backwards to version 1.5 on a PC that has had version 1.7 installed on it. 1. Start the installation process by inserting this DVD into your DVD-ROM drive. Select Language preference and then select Continue.

NOTE: There are many new and exciting features in version 1.7. Be patient if your computer ® seems to be taking awhile in completing certain steps in the installation. The Alarm Center installation is extensive and may update certain resources such as Microsoft .NET Framework (V 3.5) and SQL Express 2005. Your installation completion times may vary depending on computer hardware resources available during the installation. 2. First you will see an exciting opening SIS promotion video presentation screen. The video is short so turn up the volume and enjoy the show. 3. Next, you will see an opening SIS screen with the following selections: ®

Monitoring/Dispatch

The Alarm Center program.

Quick Start Guide

This document.

User Manual

A detailed manual for using SIS software.*

Support

Selections for SIS support services.

Other

Optional selections (license activation)

Promotional Video

Video on SIS latest and greatest.

Training

Information on SIS training programs.

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News

The latest information on SIS software.

Visit our Website

Link to SIS Website

4. Next, click on the Monitoring / Dispatch selection on the main menu. 5. The installation wizard will begin. This may take several minutes.

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6. Microsoft .NET Framework (Ver. 3.5) update screen may appear. ® a. Installation of Ver. 3.5 is needed for Alarm Center operation.

7. The .NET Framework program update will now be installed. a. Ignore “Download Complete” disconnect from Internet message. 1. Do NOT press “CANCEL” button. 2. .NET installation files are on DVD. 8. .NET setup is complete. Click on EXIT button when completed. a. Ignore the Windows Service Pack Update recommendation.

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9. Select “Restart Later” on the Microsoft restart prompt. i. If you select “Restart Now” the SIS installation will stop and you must start over.

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10. Next, Select “YES” on the following Alarm Center restart prompt.

11. Select Next > on the SIS Welcome screen,

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a. Select “I accept” to continue installation. b. Select Next

13. Select the type of system license you have purchased and are installing. ® a. Single User – Server, Signal Processor, Alarm Center on same.

b. Mini-Network - Select if Workstation with or without Server. i. Select if installation is being performed on a Main Server Workstation or an Admin Workstation (Does not include SQL Database).

c.

Full Network - Choose the destination location for the installed software.

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d. Click Next >. 14. Notice the question…. Do you want to install SQL Express 2005? a. Select ‘Yes’ if an SQL Server program is needed and not already installed on computer server. b. This is free Microsoft SQL Server software. c. Must have administrative privileges to use. d. SQL Express 2005 database size cannot exceed 4 Gigabytes.

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15. Confirm location of the Destination Folder for the Alarm Center program. a. Default location is C:\Program Files\AlarmWin\ (recommended).

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b. Select Next >. 16. Select Features you would like to install. a. Selection choices are “Will be installed” or “Entire feature will be disabled”

b. Setting Up a Practice Demo Database ® i. If you are new and want to practice Alarm Center operations with some sample accounts, then you must select “Will be installed” in the Demo Database feature. If you are new to the program and not sure at this time then make this selection. ii. You can always create a clean database when ready to enter and start using actual production accounts. (See Clean Demo Database section in this document) c. Click Next >. 17. Ready to Install?

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18. Click Next > to continue. ®

19. Once completed the “Alarm Center successfully installed” screen appears. Click on Continue.

20. SQL Express, if optioned, will now be installed.

21. Select “Yes” when asked to restart computer.

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a. Keep DVD in computer. 22. The SIS Main Menu screen will appear after rebooting. 23. Select the “More Options” (lower left-hand corner) and then click on “Activation”. a. This action will activate your temporary 90 day software license. b. Don’t forget to submit the registration form for your permanent license activation. ® c. Alarm Center will remain in a Demo status (no Action32 response) until license activation is initiated. 24. When done with SIS Main Menu click on Exit and then remove SIS DVD. You should now see three icons on your desktop; Alarm Center, Action32, and Traffic Console. These will be referenced as we continue with the start-up instructions.

2.8. Troubleshooting ®

If you are having difficulty with the operation of the ALARM CENTER Monitoring/Dispatch ® Module, check the ALARM CENTER Web Site selection on the Tools Pull-Down Menu. Click on Frequently Asked Questions and Technical Notes for information that may be of some help. Use the Send Feedback selection to send information about your problem to the SIS Technical Support staff.

2.9. SIS Technical Services & Training ®

SIS provides Alarm Center users with the option of implementing their award winning, state-ofthe-art technical support services. The basic “business hours” support plan is available to SIS customers worldwide Monday – Friday, 9AM-5PM EST. A 24/7 tech support service is also available. Those that may not yet have this support service can contact their SIS Sales Representative for pricing options. Training is paramount for any individual or organization that truly wants to master the many ® ® features of Alarm Center and various modules. Mastering of Alarm Center will allow operators and administrators to substantially increase the efficiency and productivity of their monitoring operations. SIS provides three training venues. They are: 

In-House training at SIS international headquarters in Orlando, Florida.



On-site classroom style training at the customer’s premises.



Live, interactive on-line training via WebEx remote services.

For more information on SIS Technical Support Services see the “SIS Tech Support / Training Via Webex” section in the Appendix at the end of this document.

2.10. Uninstall ®

The ALARM CENTER Monitoring/Dispatch Module has an uninstall feature. If you need to remove the module from your computer, follow these steps: 1

Click My Computer and select Control Panel.

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2

Select Add/Remove Programs and the Add/Remove Programs Properties window pops up.

3

Select Install/Uninstall and scroll through the list of programs installed on your computer.

4

Select Monitoring/Dispatch Module and click the Add/Remove button.

5

Follow the prompts and instructions to uninstall the Monitoring/Dispatch module.

WARNING:

This function will DELETE ALL subscriber, setup, and history information from your computer. Consider using the SIS Backup / Restore Utility program if you need to save database data..

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3 THE MAIN TOOLBAR (AND ICONS) ®

The ALARM CENTER screen contains a toolbar across the top of the screen. The Toolbar contains various pull-down menus and icons to help you navigate the Monitoring/Dispatch Module. The pull-down menus include Operator, Account, Edit, Monitor, Reports, Tools, Window, and Help. For more information on menus and icons see Main Toolbar section.

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The ALARM CENTER Monitoring/Dispatch Module is a menu-driven system and is operated by selecting options from various menus. To select a desired function, position the mouse on it and click the left mouse button. Some menus can be accessed in other ways. The use of keyboard Function Keys or Hot-Keys can considerably increase data entry and operation efficiency. The use of these keys eliminates the extra manual step of making a selection with a mouse cursor. A Function Key entry will typically take one to a specific function from anywhere in the Alarm Center program. The keys are labeled F1, F2, etc. and located on the top row of a standard qwerty keyboard. For example pressing the F5 key will bring up the Manual Dial window. See the keyboard section below. When one letter in a menu name is underlined, you can access that menu by pressing a “HotKey”, a combination of keys using the Alt key and the underlined alphabetic character. For example, open the Account pull-down menu by pressing Alt+C. Within a drop down menu you may find options that also have an alphabetic character underlined. To quickly access this option, you may press the Ctrl key and the appropriate letter “Hot-Keys” combination. For example to save an account you have created or updated, you can press Ctrl+S. Additionally, the operating system uses hot-key combinations to save data entry time. See below keyboard section for suggested combinations.

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3.1. Operator The Operator pull-down menu contains the following options: Change Password, Preferences, Log Out, and Exit. Generally, these options are for use by and affect only the current operator. Please note that each operator should have their own Login Name and Password for proper tracking purposes in the program. In addition, each operator can have their own Preferences allowing more advanced operators additional features or capabilities.

Operator > Change Password Choose this selection when you want to change the current operator’s password. You can enter up to 50 characters in this field. Newly assigned personnel will be required to change their initially assigned password. NOTE: Optional UL listed version must have a minimum of 6 characters for the password.

Type the new password again to confirm, and click OK.

Operator > Preferences Operating Preferences allows individuals to customize the look and feel of their Monitoring/Dispatch module. 

Always load the Task list (even if there are no pending tasks).



Alternate row colors for data displayed in grids.



Show the Account Activity Bar. (See “Account Activity Bar” section.)

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

Use large toolbar icons / Show text under icons.



Keep the Monitoring toolbar positioned on the far right.



Minimize the Pending & On Hold Signals screens if they are in the way when opening an account.



Minimize the Pending Signals window while processing alarms.



Minimize the On Hold Signals window while processing alarms.

Operator > My Tasks This is where you can define tasks for operators to perform. You can schedule tasks that need to be performed on an hourly, daily , weekly, monthly, or even yearly basis. Tasks can be assigned to specific operators in a certain group. You can also link tasks to a specific subscriber account.

NOTE: Operators can only edit tasks they have created for themselves.

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

Task linking to a procedure. (See “Policies & Procedures” section)



Scheduling of task by type, frequency, and select days of week.



Assign tasks to individuals or groups.



Link a task to a particular alarm account.

Operator > Log Out Choose this to log out without exiting the Monitoring/Dispatch Module. This will lock the workstation so that it cannot receive signals, until a user has logged back onto the System.

Operator > Exit ®

If you want to exit the ALARM CENTER Monitoring/Dispatch Module, choose one of the following: a) Click the Operator pull-down menu, then click Exit

– OR –

b) Click the box marked with an X in the upper right corner of the screen.

You will not be able to exit out of Alarm Center® if you are processing an alarm event. You must finish and save the action before being allowed to exit the program. On UL licensed systems in order to exit, an administrator or approved supervisor will need to log out if you are doing this action on the last remaining active workstation. Exiting the Monitoring/Dispatch Module will close all subscriber accounts.

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3.2. Account The Account pull-down menu contains the following options: New Account, Open Account, Close Account, Save Account, Delete Account, Change Account Number, and Find Account. For more information on subscriber accounts, see “Adding New Subscriber” in Add/Edit Account Chapter.

Account > New Account (Ctrl+N) Choose this to create a new account. If you are a first time user, you must set up at least one receiver and define at least one Line Code before you can create a new account. See Add/Edit Account Chapter, Subscriber Accounts for more information.

Using Account Templates Templates of existing accounts can save time for entering new accounts with similar profiles of an existing account. When a new and unique account number is selected then click on the Template tab. You can then search for a similar account to use as a template.

Account > Open Account (Ctrl+O) Choose this to open an existing account. You can have up to 3 accounts open at any time for viewing or editing.

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The border of the account details screens will be displayed in different colors as well as account status icons in the top account activity bar. (See diagram below) 

Yellow Border – This designates a read-only mode and will display when an existing account is initially opened and if the same account is opened on more than one workstation at a time. o

Note: Click on the edit icon (upper right hand corner of screen) to enter the account editing mode. (See above diagram).



Blue Border – The screen is in the edit mode and content can be edited. This includes direct editing of the account details and editing in the tabbed sub-areas.



Red Border – The account screen is now in the alarm monitor mode. You will see this when alarm accounts are opened through incoming alarm signal automation. Account information cannot be edited at this time.

NOTE: You can only have a maximum of 3 Add/Edit/View windows open at one time.

Account > Close Account (Ctrl+Q) When you are finished with a subscriber account but don’t want to exit the ALARM CENTER Monitoring/Dispatch Module, you want to quit the account. Choose one of the following: – OR –

a)

Press Ctrl+Q

b)

Click the Account pull-down menu, then click Close Account

c)

Click the box marked with an X in the upper right corner of the Account window.

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Account > Save Account (Ctrl+S) After making a one or more changes to a subscriber account, it is a good idea to periodically save those changes. Choose one of the following ways to save your data. a) Press Ctrl+S

– OR –

b) Click the Account pull-down menu, then click Save Account.

Account > Delete Account Choose this to delete the account in which you are working. Be sure that you really want to delete the account before you choose this option. A window will appear asking if you are sure you want to delete this account. Click OK to delete, or Cancel to keep the account. Deleting an account will make all history for that account unavailable. Instead of Deleting an account, it is recommended that you change the account number to an account number or line number that is not used – thereby keeping the account history data available for future use.

Account > Change Account Number Choose this to change the Line Code, Account #, and/or Area # of an existing subscriber account.

Account > Find Account (Ctrl+F) Choose this to find a subscriber record using a word or phrase. Using the drop down menu, you can locate an account by searching many different fields including: Subscriber Name, Address, City, State, User Name, User ID, Zone Description.

Keep Screen Open

Selection allows for the Search Accounts window to remain open for additional searches.

Search On

Click the down arrow to select a search field from the list.

Operation

Click the down arrow to select a search operation. Choose Contains, Starts With, Equals, Not Equal To, Greater Than, Less Than, Greater Than or Equal To, or Less Than or Equal

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To. Enter the search text

Enter the appropriate text string which matches the selected search field. Click on icon to execute the search.

Results

Listing of results of search. Columns may be sorted by clicking your mouse on the column header. Highlight and select the account you want to open.

Account > Port / Line Look Up This selection allows for the searching of an account per a specific alarm receiver and assigned receiver phone line.

Recent Accounts Listing The area at the bottom of the Accounts tab will list the last four accounts that have been modified. This is a handy area to check when considerable work is being done on a particular account.

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3.3. Edit The Edit pull-down menu contains the following options: Cut, Copy, Paste, Undo, Open Template, and Save Template. These functions apply to an account that is already opened for editing. NOTE: You must first select the account of interest from under the Account tab.

Edit > Cut (Ctrl+X) Choose this editing function to delete a marked block of text. To mark a block of text, use the mouse to place the cursor on the first character you want to mark. Hold down the left mouse button and drag the cursor to the last character you want to mark. Release the mouse button and the text is highlighted.

Edit > Copy (Ctrl+C) Choose this to copy a marked block of text that you want to paste in another place.

Edit > Paste (Ctrl+V) Choose this to paste a copied block of text to another place.

Edit > Undo This option opens a pull-down menu with several choices: Undo Phones, Undo Notes, Undo Schedules, Undo Overrides, Undo Users, and Undo Zones. These choices are available when you add information to those sections of a subscriber account.

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Edit > Open Template (Shift+F6) Templates are designed to save data entry time with redundant account profiles. Choose this to open a Phones, Notepad, Schedule, Users, or Zones template. Once you’ve opened a template, you can view or delete it. To apply it, select OK. If data already exists in the account you will be ask if you want to replace or append the existing data with the template data.

Edit > Save Template (Shift+F5) Choose this to save a Phones, Notepad, Schedule, Users, or Zones template you constructed.

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3.4. Monitor The Monitor pull-down menu contains the following options: On-Hold Signals, Pending Signals, Monitor Accounts, and Generate Manual Signal.

Monitor > On-Hold Signals (Ctrl+H) Choose this to see a list of signals currently on-hold. Account Number, Subscriber Name, Signal Description, Zones, Time, Priority, On Hold, and Operator are listed for each signal.

Quick Log Click this button to quickly log one or more signals that are currently on hold. Signals can be grouped by Account number or type; for example, Burglary, Fire Alarm, etc.

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Monitor > Pending Signals (Ctrl+P) Choose this to see a list of pending signals. Account Number, Subscriber Name, Signal Description, Zones, Time, and Priority are listed for each signal.

Auto Mode

When you are in Monitoring Mode, you can select the Auto Mode flag to automatically read and display the pending signal with the next highest level of priority. If Auto Mode is not selected, the operator must manually select a signal to process.

Quick Log

Click this button to allow the user to quickly log and process one or more pending signals. Signals can be grouped by Account number or type; for example, Burglary, Fire Alarm, etc.

Monitor > Unrestored Signals (Ctrl+U) Click this or the Clock icon to display the Unrestored Signal list. This list displays all signals that are waiting a restoral signal that has not yet been received. This screen is a display only screen and is automatically updated when the appropriate restoral signals are received.

An “Unrestored signals found” indicator is also present on accounts that have outstanding unrestored signals. See below.

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Monitor > Monitor Accounts (Ctrl+M) Click this or the Traffic Light icon to begin the monitoring process. You must select monitoring mode before you can process signals. The Traffic Light icon will sequence when monitoring mode is selected. The Pending Signal list will be automatically displayed when you make this selection.

Monitor > Generate Manual Signal Choose this to generate a manual signal for a specified account. Can also be activated by pressing F6 or selecting the Generate Manual Signal icon testing alarm signal response.

.

This is a good technique for

Account #

Type a line code or click the down arrow to select from the list. Click the down arrow in the next field to select the rest of the account number from the list.

Signal Code

Click the down arrow to select a signal code.

Zone/User

Click the button to select one or more zones.

Date

Today’s date will appear in this field. Click the down arrow to open the calendar and select a different date.

Time

The current time will appear in this field. Click the arrows to change the time.

Click OK to generate the signal or Cancel.

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3.5. Reports ®

The ALARM CENTER System has extensive reporting capabilities. Reports can be created and displayed on the screen, sent to a file or printer, or transmitted to a remote location via fax (requires a fax/modem) or electronic email (requires an email provider) see Reports Chapter for more information.

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3.6. Tools The Tools pull-down menu contains the several options, including Database, Email, Manual Dial, Page, Map Location, Setup, and ALARM CENTER Web Site. See the Tools section for more detailed information.

Tools > Email Upon login, the user will be notified of any new e-mail messages that have been sent to them. The e-mail icon will appear in the lower right hand part of the status bar. Additionally, if they have speakers and a sound card, they will receive verbal notification. When the email menu option is selected, the Email Window will appear on the screen. The user will see a list of pending messages received. This is internal email that can be used for send ® email messages with the Alarm Center system. It is not to be confused with external Internet based email messages.

Tools > Manual Dial (F5) Choose this when you want to manually dial a telephone number. Type the telephone number and click Dial. You will need to enter the number exactly as it should be dialed by the modem (including any necessary prefixes).

Tools > Map Location Choose this to see a map of the current subscriber’s location. Clicking the map icon on the ® ALARM CENTER toolbar can also access this option. This requires the optional SIS Mapping Module (separate documentation).

Tools > Page (F12) Choose this to send a message to a pager. Type a name or click the down arrow to select from a list. Type a message and click OK to send the page or Cancel. The default number of characters allowed in the message field is 85. You will need to enter the number exactly as it should be dialed by the modem (including any necessary prefixes) within the "number" field. Version 1.06 (031210)

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Tools > Verify Staff Identity Choose this to identify one of the staff members requesting a system action. The request must be verified by returning a unique id number that is sent by the system to the requestor.

Tools > Database This pull-down menu allows you to perform Backup, Restore, and History Maintenance procedures on your System databases.

Tools > Setup Before you begin to monitor signals, you must set up certain parameters. This information will ® allow the ALARM CENTER System to be flexible in its operations. However, if the Monitoring/Dispatch Module is not properly set up, it can lead to inaccurate signals or no signals at all.

Tools > Auto-Loggers Enter a name, the default and maximum durations, your account limits, and then select the signals codes you want to be automatically logged by the system. WARNING: If you do not specify an account limits, then the Auto-Logger will apply to all accounts on all Line Codes.

Tools > Time Clock Manager This section allows for Management of Time Clock Records system for operations personnel. Log In/Out functions, such as Late status, are based on individual operator schedules established in Tools > Setup > Operators. Select a previously enrolled person in order to see the Time Clock setting for that individual.

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3.7. Window The Window pull-down menu contains the following options: Center, Save Layout, Cascade, Tile Horizontal, and Tile Vertical. Up to three subscriber accounts can be open at a time and all are listed at the bottom of the menu. Select an account by clicking the mouse on name in the list.

Window > Center This selection opens a pull-down menu that lists all open subscriber accounts. Selecting one of the accounts will center the window on the screen. NOTE: If you “lose” a subscriber window by moving it behind another account or off the screen, select this option and click on the missing account. The account window will be centered in the main monitor screen.

Window > Save Layout Select this option to save the layout of a subscriber account for the current operator only. Each operator can save a different layout. The layout includes the screen size, location, and grid configurations. Layouts can be saved for the subscriber account screen, subscriber grids (phone numbers, time schedule, user codes, zones, and history), pending signals, on-hold signals, unrestored signals, and graphics screens.

Window > Cascade Choose this option to arrange all open subscriber accounts in a cascading format on the screen.

Window > Tile Horizontal Choose this option to arrange all open subscriber accounts in a horizontal format on the screen.

Window > Tile Vertical Choose this option to arrange all open subscriber accounts in a vertical format on the screen.

Open Windows Area ®

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3.8. Help The Help pull-down menu contains the following options: Contents, SIS Assistant, and About ALARM CENTER. TST Notice:

SIS Technical Support is available to authorized customers. Both Office Hours and 24/7 support plans are available. (See Technical Support section in this document for more information. )

Help > Contents (F1) Choose this option to get on-line help for selected topics.

Help > One Button Tech Support This will gather relevant support details about your system (i.e. latest error log information, settings, operation system, hardware details, and licensing in information) and send them to a Support Specialist. Enter the name and email address of the Support Specialist you are working with and the reason you are in need of support along with your contact information and click Send.

Help > SIS Live Update Live Update will use your network connection to check for program updates on your Alarm ® Center Server. ®

NOTE: You Alarm Center Server may be your local drive depending on your system configuration.

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Help > Alarm Center Web Site Allows for the selection of, and connection to the following areas of the SIS Website. 

SIS Home Page



SIS Product News (See this manual’s appendix for more product information)



Frequently Asked Questions



Send Feedback



Check for Updates

NOTE: The system must have an active Internet connection available.

Help > About ALARM CENTER® Choose this selection to pop up a window containing information about the Monitoring/Dispatch Module. You can see the serial number; name of the registered owner; program type; copyright information; and telephone numbers for voice and fax, postal, email and web site addresses for Security Information Systems, Inc.

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3.9. Toolbar Icons The row of icons immediately below the Menu list on the Toolbar provides shortcuts to various tasks.

TIP:

Remember you can select preferences for how the menu icons are displayed at the Operator > Preferences section.

Click this icon to log in as a new operator, or press Ctrl+L. It acts as a “hot log-in” and allows for switching operators while the system is running. Click this icon to create a new account, or press Ctrl+N. Click this icon to open an existing account, or press Ctrl+O. Click this icon to close the currently selected account, or press Ctrl+Q. This icon is activated only when an account is open. Click this icon to save the currently selected account, or press Ctrl+S. This icon is activated only when an account is open and changes have been made. Click this icon to undo an action. The arrow gives you more options: phones, notes, schedules, overrides, users, or zones. This icon is activated only when an account is open and changes have been made. Click this to delete the currently selected account. This icon is activated only when an account is open. Click this icon to activate the Search Accounts (Find) feature, or press Ctrl+F. Click on this icon to activate the Account Status Monitor. (See section 4.9.1) Click this to open a template (phone, notepad, time schedule, user codes, and zones), or press Shift+F6. This icon is activated only when an account is open. Click this icon to save the current list as a template, or press Shift+F5. This icon is activated when an account is open.

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Click this icon to see a map of the subscriber location. This icon is activated only when an account is open. Note: This option requires the SIS Mapping Module. Click this icon to see a list of e-mail messages for the current operator. Click this icon to access the Alpha Paging option, or press F12. Click on this icon to view Assigned Tasks List. Click this icon to activate or deactivate the monitoring of accounts, or press Ctrl+M. Click on this icon to generate a manual alarm signal or press F6 Click this icon to display or hide pending signals window, or press Crtl+P.

Click this icon to display or hide a list of on-hold signals window, or press Ctrl+H.

Click this icon to display or hide a list of signals that a waiting for restoral signals, or press Ctrl+U. This icon appears only when the Signal Processor program (Action 32) is not operating. When the Signal Processor is offline, signals are not processed by the system.

3.9.1.

Account Status Monitor Selecting this icon will bring up the Account Status Monitor screen. This screen display the status of accounts per a selected “Display Mode”. Status conditions are displayed by color.

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3.10. Account Activity Bar

The Account Activity Bar is displayed just below the tool bar icons. This area is divided into a left and right side region. The left side displays account that are open and their display status. The right side displays number of accounts pending, on-hold, and similar zones per alarm account. Left Region of Account Activity Bar 

Account presently being processed for an alarm signal condition and is displayed with a red border.



Account(s) presently open on the workstation and in the edit mode, and is displayed with a blue border.



Account(s) presently open but in a read-only mode and is displayed with a yellow border. This may also indicate an account that is already being edited on another workstation in a network system.

Right Region of Account Activity Bar 

Number of accounts presently in the On-Hold queue and displayed in blue.



Number of accounts presently in the Pending queue and displayed in blue.



Number of pending signals of the same zone which is presently being display for alarm processing and/or dispatching. This is displayed in a red box at the time an alarm is being processed.

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3.11. Workstation Status Bar

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The workstation status area, at the bottom of the Alarm Center screen, provides some additional operational information. 

“Signal logged successfully” status.



Count of alarms still in pending queue.

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Count of alarms still on hold.

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Icon indicates internal email waiting.

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Operator sign-in name

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System date and time.

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4 ADD/EDIT ACCOUNT This chapter describes how to set up a new subscriber account or edit an existing account. The Subscriber Account window is divided into 3 sections: subscriber account information, account status, and tabbed selections. This chapter contains instructions for entering the required information in the first two sections of the subscriber account window.

A first-time user must set up a Receiver and define at least one Line Code before a new subscriber account can be added. If you have not configured your System, please see Main Toolbar Chapter, Tools Pull-Down Menu and read the section on Line Codes setup.

4.1. Add New Subscriber There are several ways to add a new subscriber account. Choose one of the following: a. Click Account pull-down menu, then select New Account. b. Press Ctrl+N.

-- OR –

-- OR –

c. Click the new account icon.

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The Create New Account window appears. Before continuing, the System will automatically verify that you have no duplicate account numbers.

You must enter information in the boxes marked Line Code and Account # before a new account can be set up; Area is optional. ®

Alarm Center account numbers are made up of three parts. [Line Code] [Acct #] [Area] 

Line Code prefix is a grouping number that can indicate alarm number grouping by facility, receiver line code, dealer accounts, regions, etc. Line codes are created and assigned to a physical alarm receiver and line number combination. (Tools>Setup>Line Codes) Contains 1-3 alpha-numeric digits.



Account Number is created within a New Account selection. It contains 1-10 alphanumeric digits. Do not use “ - “ (dash character), “ = ” (equal character), commas, or periods; they won’t be accepted. Duplicate account numbers are not allowed in the same line code. (Some confusion may be incurred as the term “Account Number” is also often used to loosely reference the entire Line Code/Acct #/Area combination number).



Area is a sub-number option which is ONLY used when an alarm control panel has been program with areas or partitions. The area number must reference the area number programming into the alarm panel. (Areas allow the alarm panel to be partitioned into several separately controlled alarm areas). Different accounts can then have the same Line Code and Alarm Number, but different Area numbers. Contains 1-5 alpha-numeric digits.

Click OK and the Adding Account Window will appear.

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Subscriber Account Records Subscriber account information must be entered to ensure that the account can be properly monitored. The account number you entered appears on the top left portion of the window. Enter information in the following fields: Name, Address, City, State, Zip Code, Password, Permit #, Type, and Location.

Name

Type the name of the subscriber using up to 50 alphanumeric characters. Enter the last name first.

Address

Type the subscriber’s street address, including suite or floor number. The field will hold a total of 50 alphanumeric characters.

City

Type the name of the subscriber’s city using up to 25 alphanumeric characters.

State

Type the subscriber’s state or province using up to 15 alphanumeric characters.

Zip Code

Type the subscriber’s zip code using up to 10 alphanumeric characters.

Password

Type the main password for this account using up to 20 alphanumeric characters. For individual user passwords, see Add/Edit Account Chapter, Users.

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Permit #

Type the Permit number for this account using up to 20 alphanumeric characters.

Type

Select from the list or type another. Selections include Apartment, Business, Commercial, Hospital, Hotel, Medical Facility, Office Building, Residential, School Building, Storage Facility, Store, UL–Burglary, UL–Fire & Burglary, UL–Fire Only, and Warehouse. This is the default list and can be modified on the Tools>Setup area of the program.

Location

Type a brief description that will aid police and fire equipment in finding the premises during an emergency situation.

Account Status This part of the Subscriber Account window shows the current status of the account. Information includes Status, Last Signal, Date, and Time. You don’t enter information in this section; the details appear as signals are received. The last signal received, including date and time, is displayed in this area.

Account Tabs Next information has to be added to each account section which is designated by the row of account tabs. Detailed information on each section will be found in the next Edit Account section.

TIP:

The account tabs are organized from left to right in the order that data should be entered. Start with Phones, then Zones,…

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4.2. Edit an Existing Account ®

The ALARM CENTER Monitoring/Dispatch Module allows for changes to be made to subscriber accounts. The following options can be changed: Subscriber Account

You can make changes to the subscriber name, address, city, state, zip code, password, permit #, type, and location.

Phones

You can Add, Edit, Insert, and Remove information contained in the Name, Phone Number, and Note fields. You can also click Details to edit the Dialing Method, add or change Pre-Digits and Post-Digits, and set a phone number for a pager. For more information, see Tools Chapter.

Misc (Options)

Most of these options can be amended. See Add/Edit Account Chapter for more information.

Activation

If necessary, you can change the dates the account was added and service was started.

Auto paging

You can add new people to or remove names from the list. You can edit or change information for each person.

Auto reports

You can add, edit, or remove reports from this list.

Disabled mode status

You can disable an account for a specified period.

False alarm tracking (FACTS)

You can change the Alert and Warning thresholds, the time period, and a Display note.

Mailing address

You can add, change, or delete a mailing address.

Other information

All fields in this option can be changed.

Panel information

Except for Caller ID, this information doesn’t change unless the equipment and/or location are changed.

Recurring test signals

Change this information to begin and end recurring test signals. You can set the time between signals, reset code, and the alarm code to be generated.

Test mode status

When you put the account in test mode, you can change starting and ending dates and times, zones, codes and a note.

Time zone

You can change the time zone for this subscriber.

UL information

You can select or deselect whether a sounding device is installed or if central holds keys.

Notepad

You can change the designation of a note to or from primary, secondary, or temporary, and change the dates of a temporary note. See Add/Edit Account Chapter for more information.

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Schedule

You can change everything in the Schedule tabbed section. The weekly schedule can be shown as a graph or grid view, opening and closing times can be changed, and overrides and tolerances can be modified as needed. For more information, see Add/Edit Account Chapter.

Users

Code numbers, Names, User ID, Password, and Type can be added, removed or changed as necessary. See Add/Edit Account Chapter for more information.

Zones

Information in the Number and Description fields reflects the installation of the alarm system and should not be changed unless the actual installation changes. The only exceptions are the Code and Phone List fields. These fields can be changed as necessary. For more information, see Add/Edit Account Chapter.

IMPORTANT:

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4.3. Account Phones The Phones section of a subscriber account is used to list all people who are to be contacted during an alarm. There are five default phone list categories; General, Fire, Panic. Open/Close, and Fail to Restore. Each category may have it’s own list and sequence of new or existing notification numbers. (Maximum number of phone list categories is 99) During an alarm dispatch the phone names, numbers and notes for a specific account and alarm type category are brought up and displayed individually in the order they appear in the listing, either automatically with a modem or manually. Each tabbed phone selection contains the following areas: Name, Phone Number, Note, Type of alarm, Add, Insert, Remove, Details, and Call. Phone numbers displayed during an alarm dispatch will follow the same sequence listed in the phone listing.

Selecting Assigned AHJ for an Account People listed in the Phones section can appear on more than one Alarm List. Use the Name pulldown menu to select an existing phone listing from another phone list. For example, the owner of the business wants to be notified every time an alarm signal occurs. Therefore, his or her name and phone number will appear on every list. AHJ Selection

It is recommended that the AHJ (Authority Having Jurisdiction), such as Police and Fire, be selected from the Authorities Entry menu selection. (See above diagram) This will provide dat entry consistency of AHJ names for possible future group AHJ updates, such as phone number changes, from the AHJ maintenance database. (See Tools > Setup > AHJ)

The five buttons located on the right side of the Phones section will help you to include all relevant information about the subscriber’s account. NOTE: Existing entries in the phone lists can be quickly re-arranged by a simple drag ‘n’ drop operation.

Add Button To add a person to the Phones list, first select the type of alarm in the box on the right side of the window. See AHJ section above. General Alarm is the default security choice. Type of Alarm

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Add

Click this button and the cursor goes to the first blank line. Type the information in the Name, Phone Number, and Note fields.

Name

Type a contact name in this field, typing the last name first using up to 30 characters. List them in the order in which they are to be called; the first number should be called first, second number called second, etc. Enter name and phone number information for one type of alarm and then select another type of alarm. The name field will now have a down arrow that you can click to see a list of names and phone numbers. Select a name you want to include in the new list and Name, Phone Number, and Note will be automatically entered on the line. This feature can save time when you open a new account.

Phone Number

Note

Phone Icons

Using up to 30 digits, type the complete telephone number including area code, even if the number is local. Do NOT add a leading ‘1’ (one) to the phone number (see Details button). Using up to 50 characters, type any additional information about this contact person, such as times to call, an alternate contact name at that location, whether the contact has keys, etc. The pager icon in the first column indicates that this number is a pager. Before the number can be dialed, the System will ask for a message. The clock icon indicates that a date has been set for the phone listing to expire. The canceled clock icon indicates that phone listing has already expired and will not be available.

Fire Alarm Listing in Phones Section.

Insert Button This button lets you insert a new contact name and number with a higher priority than one already listed. Position the cursor where you want to insert a name and click Inset. A blank line will appear and you can continue typing information.

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Remove Button Click this button to remove a name and number from the list. You will be asked if you really want to remove this line from the list. Click Yes to remove or No to retain the information.

TIP:

Drag ‘n’ Drop Function The order of existing phone records in a category can easily move rearranged by a simple drag’n’ drop method. Any existing phone record can be easily repositioned in the category listing by simply selecting with the computer mouse on the beginning of the line and them dragging to another line position. See below diagram.

Easy Drag’n’Drop of Phone Records.

Details Button Click this button to edit details in the contact information. You can set the dialing method, include pre-digits and post-digits, and set up the number as a pager.

Entry of Name, Phone Number, and Note can be made either in the “Editing Phone” dialog box or directly in the phones listing.

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Expires

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Allows for the selection of an expiration date for a phone number listing. Once the expired date for the particular phone is reached the phone number will not show up in the dispatch call list and will also display a red expired icon in the account phone listing.

Dialing Method Auto

Dial as 10 Digit

Dial as Local

This is the default option and tells the System to use the dialing method configured in your Windows setup. Windows will automatically check the number you entered against the location information you supplied in your Windows setup. Windows will determine whether to dial the number as a local or long distance number.

This selection overrides the Windows system defaults and forces the number to be dialed as a ten-digit number. A ‘1’ (one) will not be added at the beginning of the number.

This selection overrides the Windows system defaults and forces the number to be dialed as a local number (no area code). No ‘1’ (one) is attached and the area code, if entered, will be removed when the number is dialed.

Dial as Long Distance This selection overrides the Windows system defaults and forces the number to be dialed as a long distance number. A ‘1’ (one) will be added at the beginning of the number and the area code, if entered, will be dialed. Custom

This selection overrides the Windows system defaults and forces the number to be dialed exactly as it was entered in the phone list.

If you select Custom, you can enter digits in the boxes marked Pre-Digits and Post-Digits. Pre-Digits Post-Digits

Enter up to 20 digits that are to be dialed before the telephone number. Enter up to 20 digits that are to be dialed after the phone number.

Note: When typing telephone numbers, use the “ , ” (comma character) to give a 1.5 second pause between groups of numbers.

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To set up this phone number as a pager, click on the Is Pager box and the Settings button will be activated. Click the Settings button and the Pager Settings window appears. Set the Pager type, Wait time, Pager ID, Password, Max Length and number of Tries.

Pager type

Click the down arrow to select Digital, Alphanumeric, Modem Printer, SMS, and Email depending on the type of communication device this number references.

Wait

If you select Digital, the System will ask for the length of time to wait after dialing before sending the message. This is very important because there is no way to verify that a digital (numeric) page was successful. A typical delay time can be from 10-30 seconds. Valid range is 1 through 300. The default is 10. This option is disabled with alphanumeric pagers.

Pager ID

If you select Alphanumeric, the System will ask for the Pager ID that identifies the pager to the receiving computer system. This field is required.

Password

Some alphanumeric paging terminals require a special password. If you don’t know if a password is required, leave this field blank. If that doesn’t work, try the default protocol password of ‘12345’. If that doesn’t work, contact your paging company for further details. The default is blank.

Max Length

Most alphanumeric paging terminals have a maximum number of characters that can be transmitted by the System. Contact your paging company for further details. Valid range is 1 through 99. The default is 64.

Tries

For alphanumeric pagers, this indicates the number of times to retry if a page fails. For digital pagers, this indicates the total number of pages to be sent. Since there is no way to verify if a digital (numeric) page was sent, we suggest that you send the page multiple times.

Click OK to keep the settings or Cancel.

Call Button Click this button when you want to initiate a telephone call utilizing the computers’ modem as an auto-dialer.

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Talk

Select the Talk button when the modem has connected with the customer and you want to free up the modem communications in order to talk with customer.

Redial

Selecting this button to have the modem redial the number selected.

OK

Select when done with the call button selection.

Every computer workstation must be equipped with a phone modem and phone line to take advantage of the auto-dial feature either in the phone listing or during an alarm dispatch phone call.

4.4. Account Zones The Zones tabbed section shows a list of zones set up during installation of the subscriber’s alarm system. Each zone has a number, description, code, and phone list. In addition, you can add, add a link, remove and see details of each zone.

Add Click this button to add a zone to the list if the subscriber’s system has been changed. If Zones were not previously defined for this account, type the Number, Description, Code type (or click the down arrow to select from a list), and a Phone List. Number

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Type the zone identification as sent by the receiver. You can use up to 10 alphanumeric characters. You must enter data exactly as it is received by the System. If it is sent in hexadecimal format, enter the zone in hexadecimal format. If a leading zero is

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required in the zone number, enter it as a ‘Z’; for example, 01 should be entered as Z1. Description

Type a detailed description using as many alphanumeric characters as necessary. This field will hold more than 100 characters.

Code

Type the code or click to down arrow to select one from the Signal Codes list.

Phone List

Type the desired phone list to be displayed during emergency signals for this zone. Valid range is 0 through 5. A zero displays all five phone lists during emergency signals. The default is 1.

Add Link Click this button to link a zone to another account number. This is useful in situations where one panel is used to monitor several different areas or accounts and the individual zone needs to be redirected to another account. The zone number will be the same in both accounts. The alarm panel does not need to have areas already programmed as with setting up areas on an account number. If a zone is to be linked to another account, that other account must exist. An error will occur if it doesn’t exist. Add the account and then return to this account and add the link.

Remove If a subscriber’s system is changed, click this button to remove a zone from the list.

Details Click this button to see and edit information about a zone, including the number, description, signal code, phone list, picture, note, and restoral information.

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A graphical layout of the premises can be displayed with a subscriber record. Click the box to the right of this field to select a graphic file to be included. The “Select a user picture file” window appears. Tell the System where to find the file and click OK to include the picture. The name of the graphic file now appears in the Picture field. Double-click on the graphic to enlarge the picture. The first column of a Zones line will be blank until you include a photograph. See zone icons below. Select “Auto show on alarm” if you want the image or video associated with the zone to be displayed in the account screen when the alarm from that zone is processed. Selection of the

icon will delete the graphic selection.

Note

This field can be used to include additional information about a zone. You can indicate restrictions or special instructions.

Restoral

This feature is used to prompt the central station dispatcher when a zone has failed to restore within the defined period of time. If a zone fails to restore within the defined period of time, the System produces a NYR (Failed to Restore) signal and the operator is prompted to respond. See zone icons below.

Code

Click the down arrow to select a code to restore the zone.

Wait in Minutes

Select the time you will allow a restore signal to be sent. Valid range is 0 through 999. Default is 0.

(Flag)

Special field used to customize the Restoral Feature. Note: Not currently used.

Dispatch Procedure:

Allows for selection of a particular names dispatch procedure from the Policies & Procedures listing. (See Tools > Setup > Policies / Procedures.)

Zone Icons

A camera icon appears in that field to inform you that a picture of the zone is included in the record. A clock icon will indicate that the zone has a restoral requirement. A video icon appears in the zone listing to inform you that a video of the zone is included in the record.

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Zone Icons

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4.5. Account Users The Users tabbed section allows an operator to enter user codes for each subscriber account. Many panels send user numbers to identify the person originating an event. Each user has a Code, Name, User ID, Password, and Type of access. Each user must have a unique User Code number and confidential password.

Add Click this button to add a user to the list. The cursor will go to the next empty line and you can enter information. Code

Type a unique user identification code as is programming in and sent by the alarm panel. This code can contain up to 10 alphanumeric characters (* See below NOTE) and is used by the monitoring system to identify the person arming or disarming the alarm panel. Duplicate code numbers per account are not allowed.

* NOTE:

When using older reporting formats such as 4/2 and 4/3 a selection in MISC > Other Information > “Number of User Code Digits” needs to be set as well. Number of user digits must confirm to older reporting formats such as 4/2 (max 2 user digits) and 4/3 (max 3 user digits).

Name

Type the name of the user using up to 30 alphanumeric characters. Type the last name first, followed by the first name. Name searches are more accurate if the last name is entered first.

User ID

Type a User ID using up to 30 alphanumeric characters.

Password

Type a password using up to 30 alphanumeric characters. For ID purposes only and is not affiliated with panel user communications.

Type

Click the down arrow to open a pull-down menu containing the following choices: Master, Standard, and Deleted. Choose one to identify this user’s authorization level. Standard is the default choice. Select Master to assign authority to open/close (arm/disarm alarm panel) at any time.

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Select Standard to signify that the user must conform to time schedule. Select Deleted if the user no longer has a right to open or close. User Icons

Indicates that a photo has been logged for the user.

Remove Click this button when you want to delete a user from the list. Position the cursor on the user you want to remove. Click the Remove button and a message will appear asking if you are sure you want to remove this user from the list. Click Yes to remove the user or No to keep the user on the list. If a user needs to be removed from the list, there is a better way to do it than by deleting all information. 

Click the Type field until a down arrow appears.



Click the down arrow to open the pull-down menu containing the following choices: Master, Standard, and Deleted.



Click Deleted to signify that this user is no longer authorized to access the subscriber’s premises. We suggest that you change the User Code number so it does not conflict with any valid user.

Details Click this button when you want to edit information about a user, add a note or include a photograph of the user. The Editing User window appears.

Panel Code

This field cannot be changed here. See main screen for changes.

Name, User ID, Password

These fields can be updated per the instructions listed above.

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User Type

This field cannot be changed here. See main user screen for changes.

Picture

Click the box to the right of this field to select a picture to include with this record. The “Select a user picture file” window appears. Tell the System where to find the file and click OK to include the picture.

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The first column of a Users line will be blank until you include a photograph. Then a camera icon appears in that field to inform you that a picture of the user is included in the record. Select the delete icon

to delete a displayed photo.

Note

This field can be used to include additional information about the user. You can indicate restrictions or special instructions.

Expires

Checking this box allows for a user status to expire on a particular date. On expiration of the date entered the user “Type” status automatically changes to Deleted.

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4.6. Account Schedule The Schedule section shows the subscriber’s normal weekly schedule in either graph or grid view. Open and close times must be entered in military or 24-hour format. Normal schedule information can be entered two ways: GRID and GRAPH.

Grid View Type the subscriber opening and closing times in each field. For example, if the hours of operation are Monday through Friday from 9 a.m. to 5 p.m., start by typing Monday in the Open Day field, followed by 0900 in Open Time, Monday in Close Day, and 1700 in Close Time. Repeat for other days of operation.

Graph View Move the mouse to the line marked Monday. Watch the box in the upper left corner of the Schedule Section until it says “Mon @ 09:00 AM.” Click the left mouse button and a green line will appear. Hold the mouse button down and drag the mouse to the right until the green line reaches “Mon @ 5:00 PM.” Release the mouse button and the time is set for Monday. Repeat for other days of operation.

Overrides This section is used to specify days when normal business hours are not observed, such as Independence Day, Christmas Day, and New Years Day.

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Tolerances This section is used to specify how early or late an account can open or close without triggering an alarm signal. Open Early

Enter the number of minutes the account can open early without alerting the dispatcher. Valid range is 0 through 999. The default is 0. A zero or blank indicates that this option is not to be monitored. Click the down arrow to the right of the next box to select the Signal Code to be logged for an open early event.

Open Late

Enter the number of minutes the account can open late without alerting the dispatcher. Valid range is 0 through 999. The default is 0. A zero or blank indicates that this option is not to be monitored. Click the down arrow to the right of the next box to select the Signal Code to be logged for an open late event.

Close Early

Enter the number of minutes the account can close early without alerting the dispatcher. Valid range is 0 through 999. The default is 0. A zero or blank indicates that this option is not to be monitored. Click the down arrow to the right of the next box to select the Signal Code to be logged for a close early event.

Close Late

Enter the number of minutes the account can close late without alerting the dispatcher. Valid range is 0 through 999. The default is 0. A zero or blank indicates that this option is not to be monitored. Click the down arrow to the right of the next box to select the Signal Code to be logged for a close late event.

Alarm on opening after closing

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Click this box to enable or disable this feature. If checked, an alarm will sound if the account opens after the scheduled closing time.

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4.7. Account Misc The Miscellaneous Options section of a subscriber account contains many “Account-Level” features that can help you accomplish various tasks, including Activation, Auto paging, Auto reports, Disabled mode status, False Alarm tracking (FACTS), Mailing address, Other information, Panel information, Recurring test signals, Test mode status, Time zone, and UL information.

Activation This option lets you enter or change information in the “Account added” and “Service started” date fields. When an account is added, both fields default to today’s date. Note: These fields are for information purposes only.

Auto paging With this option, you can include a list of people to be automatically paged when certain signal types or zones numbers are received or generated by the System. When alpha pagers are used, detailed messages can be sent. For more information, see the Page selection on Tools pull-down menu in the Tools Chapter. Each record in this list includes a Name, Phone number, Zones and Codes. You can add, edit, and remove names from this list.

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Add – Click this button to add a name to the list. Enter information in the following fields in this window: Name, Pager type, Wait time, Phone Number, Pager ID, Password, Max Length, number of Tries, Zone, Code, and Data Layout.

Edit

Click this button to edit information about a pager name and number.

Remove

Click this button to remove a name from the list. The name and other information will automatically be removed and you will not get a warning message.

Auto Pager Setup Name

Enter the name of the person associated with the pager.

Pager type

Click the down arrow to select Digital or Alphanumeric, depending on the type of pager this number references.

Wait

If you select Digital, the System will ask for the length of time to wait after dialing before sending the message. This is very important because there is no way to verify that a digital (numeric) page was successful. A typical delay time can be from 10-30 seconds. Valid range is 1 through 300. The default is 10. This option is disabled with alphanumeric pagers.

Phone Number

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Using up to 30 digits, type the complete telephone number including area code, even if the number is local. Do NOT add a leading ‘1’ (one) to the phone number (unless you are using the Custom Dialing Method – see below).

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Pager ID

If you select Alphanumeric, the System will ask for the Pager ID that identifies the pager to the receiving computer system. This field is required.

Password

Some alphanumeric paging terminals require a special password. If you don’t know if a password is required, leave this field blank. If that doesn’t work, try the default protocol password of ‘12345’. If that doesn’t work, contact your paging company for further details. The default is blank.

Max Length

Most alphanumeric paging terminals have a maximum number of characters that can be transmitted by the System. Contact your paging company for further details. Valid range is 1 through 99. The default is 64.

Tries

For alphanumeric pagers, this indicates the number of times to retry if a page fails. For digital pagers, this indicates the total number of pages to be sent. Since there is no way to verify if a digital (numeric) page was sent, we suggest that you send the page multiple times.

Zone

By entering in a list of zone numbers (separated by a “ , “ comma character), the System will only page if the incoming signal zone number matches one of the zones contained within the list.

Codes

By entering is a list of signal codes (separated by a “ , ” comma character), the System will only page if the incoming signal type matches one of the signal codes within the list.

Data Layout

This allows you to specify what is to be sent to the pager.

Dialing Method Auto

Dial as 10 Digit

Dial as Local

Dial as Long Distance

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This is the default option and tells the System to use the dialing method configured in your Windows setup. Windows will automatically check the number you entered against the location information you supplied in your Windows setup. Windows will determine whether to dial the number as a local or long distance number.

This selection overrides the Windows system defaults and forces the number to be dialed as a ten-digit number. A ‘1’ (one) will not be added at the beginning of the number.

This selection overrides the Windows system defaults and forces the number to be dialed as a local number (no area code). No ‘1’ (one) is attached and the area code, if entered, will be removed when the number is dialed.

This selection overrides the Windows system defaults and forces the number to be dialed as a long distance number. A ‘1’ (one) will be added at the beginning of the number and the area code, if entered, will be dialed. 87

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Custom

This selection overrides the Windows system defaults and forces the number to be dialed exactly as it was entered in the phone list.

Click OK to save the information or Cancel.

Auto reports This option lists any reports that are to be generated on a regular basis (from the Reports Menu option). The report type is listed along with the date on which the next report is to be generated, the frequency of the report, and how and where the report is sent. You can add, edit, and remove reports from the list.

Add

Click this button to add a report to the list and the Add Auto Report window appears.

Select a report to be automatically run

Next report run

Report frequency

Send report

Choose Open/Close, Emergency, Non-Emergency, or All Events reports.

Type a date on which this report will next be generated, or click the down arrow to select a date.

Select how often you want the report generated: Daily, Weekly, Bi-Weekly, Monthly, Bi-Monthly, Quarterly, Semiannually, or Annually. Choose whether to how and where to send the report:

Via

Email, Fax, or Printer – and

To

a specified Email address, Fax number, or printer.

Click OK to save the information or Cancel.

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Edit

Click this button to edit information about an existing Auto report.

Remove

Click this button to remove or delete an existing report from the list. The report will be deleted and you will not get a warning message.

Disabled mode status This option stops the monitoring process of an account for a specified period. Check the box labeled Disabled, and you can enter Starting and Ending dates, Zones, Codes, and a Note.

Starting

Type a date when the system will be disabled, or click the down arrow to select a date from the calendar.

Ending

Type a date when the system will be enabled, or click the down arrow to select a date from the calendar.

Zones

Enter the zones that will be disabled, or click the down arrow to select from a list of zones for this subscriber location.

Codes

Enter the codes to be disabled, or click the down arrow to select from a list.

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Type pertinent information about the disabled mode status of this subscriber account. For future reference, this note will be attached to every emergency type signal received by the System during the Disable period.

Emails and Faxes This allows for the listing of email or fax contacts for the particular account. Select Add, Edit, or Remove.

Note below the selection for including an account contact in your global contacts.

False alarm tracking (FACTS) This option helps you track false alarms and contain false alarm problems. Many police and fire departments impose fines or cut off service to business customers with excessive false alarms. Use this option to assign certain conditions to incoming signals so the conditions can be tracked by the System. When the limit is reached, a warning appears to indicate the violation of the preset limits. Users are immediately notified of problem accounts.

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Enter the pertinent information, such as Alert and Warning thresholds, a time frame Within (months), and a Display note. Alert threshold

Warning threshold

Enter the number of false alarms to be counted before an alert message is sent. Valid range is 0 through 100; the default is 0.

Enter the number of false alarms to be counted before a warning message is sent. Valid range is 0 through 99; the default is 0. Note: The Warning Threshold must always be lower than the Alert Threshold. If you do not want a Warning Threshold, set the threshold to 0.

Within (months)

Display note

Enter the number of months during which false alarms are counted. Valid range is 0 through 256; the default is 0.

Use this field to enter a message about false alarms at this location that is displayed during emergency type signals when the Warning or Alert threshold is reached.

Mailing address Use this option to enter a different name or address for use in mailing reports. The default address is the one entered in the Subscriber Account information.

Attention

Enter the name of a person who will receive reports. Use up to 50 alphanumeric characters.

Name

Type the name of the company who will receive any mailings. Use up to 50 alphanumeric characters.

Address

Type a street address, including suite or floor number. Use up to 50 alphanumeric characters.

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City

Type the name of the city using up to 25 alphanumeric characters.

State

Type the state or province using up to 15 alphanumeric characters.

Zip Code

Type the zip code using up to 10 alphanumeric characters.

Other information This option is used to set the Number of User Code digits; set up the Initial alarm display seen when an alarm sounds; select a Main Graphic; and set User Fields.

Enable Admin Lock

Disallow Quick Logging

Require Identity Verification

# of User Code Digits

Initial alarm Display

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Security setting that applies an administrator lock to the account. It can only be accessed by an administrator.

Account will not respond to a Quick Log command in the Pending alarms window. Prevents accidental group logging of a critical monitored account.

Verification via a relayed ID code is required for information to be revealed or changed on this account.

If you are using 4/2 or 4/3 type formats, enter the number of digits (starting from the right most digit) of the zone number that are to be considered the user code digits. Valid range is 0 through 3; the default is 1. Note: This field is not used by advanced formats such as Contact ID, SIA, or Modem II/III because they send the user code information separately from the zone number.

Click the down arrow to select what screen will be displayed first when the operator processes an emergency type signal. Choose AutoDial Sequence (to automatically start dialing the first phone number in the list after the operator acknowledges the signal), Graphic – Main, Graphic – Zone, History – All Events, History – 92

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4..Add / Edit Accounts Emergency, History – Non-Emergency, History – Open/Close, Log Information, Miscellaneous, Notepad – Primary, Notepad – Secondary, Notepad – Temporary, Phones, Schedule, Users, or Zones. The default is Log Information.

Main Graphic

User Fields 1, 2, and 3

Enter the location of a graphic file to attach to this subscriber account. Or click the button on the right side of this field and the “Select a main graphic file” window appears. Select the folder and file to be included. To test the file, use your mouse and press the button (with the camera icon) under the word “Location” on the main account form. If you selected a valid file, the picture will be displayed automatically.

These three fields can be defined by the user to store additional subscriber information, such as police or fire permits and key holder information.

Panel information Use this option to access information about the subscriber’s alarm panel. The information provided might help dispatchers assist end users in resolving alarm panel error problems. Panel information includes Type, Location, and Caller ID numbers.

Type

Use expanded format

Click the down arrow to select the panel type installed at this location. The Panel types list is customizable and can be edited in the Tools > Setup > Panels section. Use the Details button to display any information about this specific panel, such as procedures to arm/disarm, which the System Administrator has defined.

Check this box if this panel is sending a 3/1 expanded or 4/1 expanded format signal. This alerts the Signal Processor to combine the following signal into one signal.

Location

This field can be used to describe the location of the panel and/or keypads at this customers location.

Caller ID

This list is used to store the phone number of the panel. Some receivers can send a Caller ID phone number to the program when signals are received. If your receiver has this capability,

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the System will verify that the phone number is contained within this list. If you have phone numbers in the list and the Caller ID phone number does not match one of the numbers in the list, the System will generate an INVALID DIAL PHONE message.

Policies / Procedures Allows for the selection of pre-established procedural routines for editing an account; disabling an account; and alarm dispatching. Policies are created by admin in the Tools > Setup > Policies / Procedures section.

Recurring test signals This option is used to process recurring test signals by monitoring the time between signals for this subscriber account. If no signal is received within the specified time period, the System will generate a signal (for example, No Signal Received) to alert an operator that there may be a problem. This feature is most commonly used for fire panels that must send a test signal every 24 or 48 hours. However, you may want to use this to monitor all your accounts for activity at least once a year by setting the System to look for a signal every 365 days.

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Every

Time reset code

Generate alarm code

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Set the time between test signals by selecting a number between 0 and 1000, and a time period of Minutes, Hours or Days. The default is 0 Minutes.

Click the down arrow to select the signal code that will reset the timer. By using the Any Signal option, any signal code that is received for this account will automatically reset the timer. If you use a specific code such as Test Signal, then only that specific signal code will reset the timer. Be aware that most panels do not send a Test Signal code if another signal has been sent within the programmed time period (i.e. Open or Close signal). If this is the case for this panel, then use the Any Signal option. The default is Any Signal.

Click the down arrow to select the code that will be generated by the System when the account fails to send a signal within the predetermined time period. The default is No Signal Received.

Test mode status Use this option to set the System in Test mode; enter Starting date and time; Zones; Duration time in minutes, hours, or days; Codes; Ending date and time; and a Note. Test mode is designed to allow an operator to place an account into test mode for a specified period of time. Any emergency type signal received during this period is automatically logged to the subscribers history file. This helps eliminate the possibility of accidentally dispatching police or fire during system tests. After the time period specified is over, the account is automatically removed from test mode and any subsequent emergency type signals will be displayed to the operator.

Test mode

Click this box to initiate test mode.

Operator

This field contains the number of the operator currently logged in to the System.

Starting

Enter the Test Mode starting Date and Time. Click the down arrow button for a calendar or use the up and down arrows to change the time. The default is the current Date and Time.

Duration

Set the length of time of the test by selecting a number between 0 and 2000, and a time period of Minutes, Hours or Days. The default is 0 Minutes.

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Ending

The ending date and time are display fields only and are automatically updated when you select the Starting Date, Time, and Duration of the test mode.

Zones

Click the down arrow to select one or more zones to place on test mode. The default is blank, all zones on test mode.

Codes

Click the down arrow to select one or more signal codes to place on test mode. The default is blank, all signal codes on test mode.

Note

Optionally enter a note that will be attached to every emergency type signal.

Time zone Use this option to select a time zone for the subscriber’s location. Click the down arrow to select from a list of time zones. This is necessary for reporting purposes when the account is located in a different time zone. Defaults to the current settings in the current computer.

UL information Use this option to provide information regarding UL (Underwriters Laboratories) ratings. This information is necessary only for UL subscriber accounts which are designated by the UL/… prefix in the account “TYPE” selection. An SIS UL license is also needed for this feature.

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Sounding device installed

Central holds keys

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Click this box to signify if a sounding device is installed at the subscriber location. Click this box to indicate if keys to the subscriber’s site are available at the central monitoring station.

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WebAccess Selecting this account feature allows the customer to access there account information via the optional SIS WebAccess™ Module.

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4.8. ACCOUNT NOTEPAD The Notepad tab is a place where miscellaneous information regarding this specific account can be recorded and referred to while in the Monitoring or Add/Edit modes. Free-form notes such as detailed location information, special emergency handling requirements, or simply information for an operator that this subscriber has a tendency to set off their alarm in error on a daily basis are all common references here. The Notepad is totally user definable and virtually unlimited in size. Text can be presented in different font, color, bold, underline, etc. Images can also be pasted in the notepad. Using the Initial Display Screen option for the account, this screen can also be set to be the first displayed screen when the operator receives an alert signal - making it extremely valuable for your "special" customers with specific needs. (See MISC > Other Information > Initial Alarm Display for this selection.) Primary and secondary notes are permanent. These notes remain a part of the subscriber’s account until they are edited or deleted by an operator. There is virtually no limit to the size of a note. However, it takes more time to display an account that has large notes. Notes

This area allows for the operator to keep a notes journal on account activity other than during alarm monitoring and dispatching. This is a good place to log that technician called in or customer asked to have phone number changed. Entries can be logged by category for reports.

Primary Notepad

This is the main notes for an account. See above diagram.

Secondary Notepad

This area displays the status of recent operator activity on the account. This can include such things as putting accounts on test or disable status. See above diagram.

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Temporary Notepad

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With a temporary note, an operator can include pertinent information that has a useful but short time span, such as special vacation or holiday information, or special emergency instructions. Every Temporary note has a starting and ending date; after the temporary note expires, the note is deleted.

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4.9. ACCOUNT HISTORY The History tabbed section of a subscriber account shows a list of signal events that occurred for this subscriber. This section remains empty until Emergency, Non-Emergency, or Open/Close events occur. The list is in reverse order – that is, the most recent signal appears at the top of the list. A new signal is added to the top of the list so the most recent signals are immediately visible.

Show History Select All Events, Emergency, Non-Emergency, or Open/Close to see the date, day, time, description, zone, and operator for signal events.

Open/Close Events in History Section.

There are three buttons on the lower right portion of the window: Statistics, View Log, and Create Report.

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4..Add / Edit Accounts

Statistics Click this button to see signal statistics by month. Each line represents a month and gives the number of Total Signals. In addition, these numbers are broken down into dispositions; False, Open/Close, Non-Emergency, Actual Alarm, False Alarm – User Tripped, False Alarm – Equipment, False Alarm – Weather, Technician Testing, User Testing, and System On-Test Mode. These headings are user-definable on the Tools/Setup section of the program. Up to 30 different dispositions can be defined.

Signal Statistics in History Section.

View Log Click this button to display the log of events for this signal. Each signal will display the date and time the signal was received, the port and line number on which the signal was received, and the signal description. Signals that are processed by an operator will usually contain additional information such as time signal acknowledged by the operator, who was called and when they were called, any special notes made by the operator, and when the call was logged (completed).

Create Report Click this button to create a Subscriber History Report. See Reports Chapter information on reports.

for more

You can sort the history events by clicking on the heading of any field. Position the cursor over the heading and click the mouse. A down arrow will appear in the field. Click the arrow and it will change to an up arrow and the data will sort in reverse order. Version 1.06 (031210)

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4..Add / Edit Accounts

History Information Sorted by Date.

History Information Sorted by Description.

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5 REPORTS ®

The ALARM CENTER System has extensive reporting capabilities. Reports can be created and displayed on the screen, sent to a file or printer, or transmitted to a remote location via modem or fax board. The Reports pull-down menu contains many options, including Dealer, Miscellaneous, Signal History, Subscriber, Management, and Auto Reports. Each selection gives you several choices. In addition, there is a Query option that lets you set criteria to create a very specific report.

TIP:

Report page formatting and default settings can be updated at Tools > Setup > System > Reports. Refer to System Options section.

The Reports Pull-Down Menu.

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5.1. Reports Navigation Bar When a selected report is on the screen, there are a several ways to navigate through it. The Reports navigation bar contains icons and small boxes that help you. You can Print, Fax, Email, and Save a report. You can zoom in or out of the report and change the way a report shows on the screen. You can page forward and back through the report, see the report length, and close the report.

The Reports Navigation Bar.

Click this button to print a report or write the report to a file.

Click this box to fax a report. Cover page option.

Click this button to email the report to a specified address. Format options of Adobe Acrobat (PDF), Microsoft Excel (XLS), Microsoft Word Rich Text (RTF), and Plain ASCII Text. Click this button to save a report. Give the report a file name and select where it will be stored. Can be saved as Adobe Acrobat (PDF), Microsoft Word Rich Text (RTF), Web Page (HTML), Microsoft Excel (XLS), and Plain ASCII Text. Click on this icon to save the page to the clipboard. This will allow pasting the page to another location such as an email or document body. Selection of the Find utility. Can search document up/down with matching by whole word or case. Allows for the either single or multiple pages to be displayed at one time on the screen. Zoom In / Zoom Out display magnification of page.

Pull-down menu to select the size of page being displayed. Selections are 10% - 800%, page width, and whole page. Click on icons to either page up or page down.

Displays the current page on screen with reference to total pages in report. A plus “+” indicates that all pages for the report have not loaded yet.

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Selection to move a page forward or backward.

Button selection for closing out a displayed report. May also select Window’s close “X” in upper right hand corner. IMPORTANT: Make sure to save first if you want to save the report. The close selection will not remind you. Select this icon to stop a program before all the report pages have been loaded. A “+” indicator will confirm that all pages have not been loaded. (See above comment)

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5.2. Report Queries Several reports give you the option of creating a query. This feature lets you print reports with very specific details. The Query option is available on the following reports: Statistics on the Miscellaneous Reports Menu; Signal History; and Detail, Mailing Labels, Status, and Summary selections on the Subscriber Reports Menu. The Query button is located on the upper right portion of the specified Report windows. Click on this button to create a very specific report by setting criteria, including Field, Condition, Value, and Conjunction. Field

Click the Down Arrow button to see a list of available selections. You can press the arrow keys to scroll through the list one line at a time, or press Page Down to go to the end and Page Up to go to the top. Select from the list of fields that includes Line Code, Account Number, Account Area, Name, Address, City, State, Zip, Location Note, Main Password, Main Password Changed, Account Type, Panel Type, Panel Location, Account Add Date, Service Start Date, Permit Number, Time Zone Adjustment, Notepad 1, Notepad 2, Temporary Note, Temp Note Start Date, Temp Note End Date, Mailing Name, Attention To, Mailing Address, Mailing City, Mailing State, Mailing Zip, User Field 1, User Field 2, User Field 3, or Last Changed Date.

Condition

Set a condition for the query by selecting Contains, Is equal to, Is NOT equal to, Is greater than, Is greater than or equal to, Is less than, or Is less than or equal to.

Value

Type in a value that the condition must meet.

Conjunction

Select AND or OR if you want more than one condition in the query statement.

Add

Click this button to add additional statements to the query. Select a field and a condition, and set a value. Combine two or more query statements to produce a very specific report.

Reset

Click this button to clear a previously set query.

Count

When all query conditions are set, click this button to see the number of matching subscribers. If there are no matches, the “No Match” message will appear.

OK

Click this button to return to the report window.

Cancel

Click this button to cancel the report, close the query window, and return to the report window.

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Examples of Query Conditions Field Account Number City Zip

Condition

Value

Is Less than

5000

Is Equal to Is NOT equal to

Miami 33186

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Result Includes subscribers w/account numbers less than 5000 Includes subscribers in the city of Miami Includes subscribers outside the 33186 Zip Code

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5.3. Dealer Reports Choose this report when you want a list of all dealer line codes by Dealer Line Code Listing or Dealer Breakdown.

Dealer Line Code Reports Window.

Select the report you want to generate. Click OK to see the report, or click Cancel to close the report window.

Dealer Line Code Listing This report shows the Line Code, corresponding Port and Line assignments, Company Name, and a note.

Dealer Line Code Listing Report

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This report shows the Line Code, corresponding Port and Line assignments, Company Name, and the number of accounts.

Report 13.8 – Dealer Breakdown Report.

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5.4. Miscellaneous Reports Choose this option to view or print a variety of reports, including Unused Account Numbers, Operator Listing, Operator Events, Signal Code Listing, Time Schedule Listing, and Statistics.

Miscellaneous Reports Window.

Report Type

5.4.1.

Click the down arrow to select the type of report you want to generate. Choose Unused Account Numbers, Operator Listing, Operator Events, Signal Code Listing, Time Schedule Listing, or Statistics.

Unused Account Numbers

Select this report for a list of available account numbers for a specified line code. Line Code

Click the down arrow to select a line code.

Include Sub Accounts

Click here to include sub accounts in the report.

Maximum Number of Ranges

Click the up and down arrows to increase or decrease this value.

Click OK to see the report, or click Cancel to close the report window.

5.4.2.

Signal Code Listing

This report gives a list of all signal codes defined for the Monitoring/Dispatch Module.

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Sort Order

Select the way the codes will appear on the report, by Code or Description.

Click OK to see the report, or Cancel to close the report window.

5.4.3.

Time Schedule Listing

This report lists the expected account opening and closing signals by day and time for the entire week. Each page lists Day, Check Time, Type, Account Number, Subscriber Name, Day, Time, and Tolerance in minutes. Click OK to see the report, or Cancel to close the report window.

Miscellaneous>Time Schedule Listing Report.

5.4.4.

Statistics

This report provides a listing of the statistics for individual accounts. Overall statistics appear at the end of the report. You can adjust this report in several ways to print reports that meet certain criteria.

Statistics Report Window.

Query

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NOTE: If you select the Query option, you can not make a choice in the following fields: Line Code, Starting Account, Ending Account, and Include Sub Accounts. Line Code

Click the arrow to select All Linecodes or a specific Line Code from the pop-down list.

Starting Account

This field is activated when you select a specific line code. Choose (First) or click the down arrow to see a list of subscriber accounts with the selected lice code.

Ending

This field is activated when you select a specific line code. Choose (Last) or click the down arrow to see a list of subscriber accounts with the selected lice code.

Include Sub Accounts

Click this box to include sub accounts in this report.

Start Date / Time

Today’s date will show in the window. To change the start date, click on the arrow and pop down a calendar window. To select a new date / time in the current month, click on the day you want. Click the left or right arrows to change to another month, then click on the desired day.

End Date / Time

This window is the similar to the Start Date / Time window. Follow the same procedures to change the ending date / time.

“Group” Option

Select if you want report to be grouped by Line Codes.

5.4.5.

Operator Listing ®

Select this report for a list of all operators defined for the ALARM CENTER . Include Privileges

Click this box to include a list of rights specified for each operator.

Click OK to see the report, or click Cancel to close the report window.

5.4.6.

Operator Events

Select this report for a list of events for a given operator during a specified time period. Operator

Click the arrow to select the operator, or choose (ALL)

Start Date

Today’s date will show in the window. To change the start date, click on the arrow and pop down a calendar window. To select a new date in the current month, click on the day you want. Click the left or right arrows to change to another month, then click on the desired day.

End Date

This window is the similar to the Start Date window. Follow the same procedures to change the ending date.

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Start Time

Click the top arrow to advance the starting time or the bottom arrow to set back the time.

End Time

This window is similar to the Start Time window. Follow the same procedures to change the ending time.

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After you select the criteria for this report click OK to see it. Or click Cancel to close the report window.

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5.5. Signal History Reports Choose this report for a listing of signals received for all or specific accounts during a certain time range. You can set many details for this report, including Report Type, Line Code, Starting and Ending Account, including Sub Accounts, Start and End Dates, and Start and End Times. You can also include Operator Details, Zone Descriptions, Signal Dispositions, Adjust Timezone, Mailing Layout, and Alarm Address.

Signal History Report Window.

Report Type

Choose from All Events, Emergency, Open/Close, NonEmergency, User Defined, or System Signals.

Query

Choose this selection to create a very specific report by setting criteria, including Field, Condition, Value, and Conjunction. See Create A Query section earlier in this chapter.

Query Conditions

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Operator Code

Port Number

Line Number

Alarm Date

Alarm Code

Alarm Zones

Alarm Priority

Alarm Type

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Display Zone

Run Away

Operator Alert

Manually Generated

Disposition

NOTE: If you select the Query option, you can not make a choice in the following fields: Line Code, Starting Account, Ending Account, and Include Sub Accounts. Line Code

Starting Account

Ending

Include Sub Accounts

Click the arrow to select All Linecodes or a specific Line Code from the pop-down list.

This field is activated when you select a specific line code. Choose (First) or click the down arrow to see a list of subscriber accounts with the selected lice code. This field is activated when you select a specific line code. Choose (Last) or click the down arrow to see a list of subscriber accounts with the selected lice code.

Click this box to include sub accounts in this report.

Start Date

Today’s date will show in the window. To change the start date, click on the arrow and pop down a calendar window. To select a new date in the current month, click on the day you want. Click the left or right arrows to change to another month, then click on the desired day.

End Date

This window is the similar to the Start Date window. Follow the same procedures to change the ending date.

Start Time

Click the top arrow to advance the starting time or the bottom arrow to set back the time.

End Time

This window is similar to the Start Time window. Follow the same procedures to change the ending time.

Include

Click the appropriate box to include Operator Details, Zone Descriptions, Signal Dispositions, Adjust Timezone, Mailing Layout, and Alarm Address in this report.

After you select the criteria for this report click OK to see it. Or click Cancel to close the report window.

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Signal History - All Events Report.

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5.6. Subscriber Reports Choose this selection for information related to subscriber records. Clicking on this line gives access to another pull-down menu with the following options: Detail, Mailing Labels, Status, and Summary.

Subscriber Reports Menu.

5.6.1.

Detail

Choose this option to print a listing of Detail Information, All Changed Accounts, or Changed Account Summary. There are many options you can select to get the kind of information you need.

Subscriber Detail Report Window.

Report Type

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Choose this selection to create a very specific report by setting criteria, including Field, Condition, Value, and Conjunction. See Create A Query section earlier in this chapter.

Query Conditions Line Code

Account Number

Procedure – Edit, Disable, Dispatch

Account Area

Name

Account Add Date

Address

City

Service Start Date

State

Zip

Permit Number

Location Note

Main Password

Time Zone

Main Password Change Date

Account Type

Notepad 1, 2

Panel Type

Priority

Temporary Note, Start, End

Mail Name, Address, City, State, Zip

Attention to

User Field 1, 2, 3

Last Changed Date – Main Info, Phones, Zones, Users, Schedule, Misc, Notepad

Premises Phone

NOTE: If you select the Query option, you can not make a choice in the following fields: Line Code, Starting Account, Ending Account, and Include Sub Accounts.

Line Code Starting Account

Click the arrow to select All Linecodes or a specific Line Code from the pop-down list. This field is activated when you select a specific line code. Choose (First) or click the down arrow to see a list of subscriber accounts with the selected line code.

Ending

This field is activated when you select a specific line code. Choose (Last) or click the down arrow to see a list of subscriber accounts with the selected lice code.

Include

Select information to be included in the report. Choose any or all of the following: Phonelists, Schedules, Notepads, Temp Notes, Users, and Zones.

Sub Accounts

Click this box to include sub accounts in this report.

Start Date

Today’s date will show in the window. To change the start date, click on the arrow and pop down a calendar window. To select a new date in the current month, click on the day you want. Click 120

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the left or right arrows to change to another month, then click on the desired day. End Date

This window is the similar to the Start Date window. Follow the same procedures to change the ending date.

Start Time

Click the top arrow to advance the starting time or the bottom arrow to set back the time.

End Time

This window is similar to the Start Time window. Follow the same procedures to change the ending time.

Include

Select information to be included in the report. Choose any or all of the following: Phonelists, Schedules, Notepads, Temp Notes, Users, and Zones.

After you select the criteria for this report click OK to see it. Or click Cancel to close the report window.

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Subscriber Detail Report

5.6.2.

Mailing Labels

Reports can be generated by Mailing Address and Alarm Address types.

5.6.3.

Status

Reports can be generated for the following status: Account Open, Closed, Testing, Disabled

Last Signal Received

Active / Inactive Accounts

No Signal Received

Accounts With History

Accounts Without History

5.6.4.

Subscriber Summary

Several subscriber summary reports can be generated. Report types are Full, Mail Address, Street , City.

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Subscriber Summary Report Window.

Report Type

This Subscriber Summary Report prints the account number, name and address, and account information for every subscriber. The report can be selected in either the Full, Mailing Address, Street or City configuration.

Query

Choose this selection to create a very specific report by setting criteria, including Field, Condition, Value, and Conjunction. See Create A Query section earlier in this chapter.

NOTE: If you select the Query option, you can not make a choice in the following fields: Line Code, Starting Account, Ending Account, and Include Sub Accounts. Line Code

Starting Account

Ending

Include Sub Accounts Sort Order

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Click the arrow to select All Linecodes or a specific Line Code from the pop-down list.

This field is activated when you select a specific line code. Choose (First) or click the down arrow to see a list of subscriber accounts with the selected line code. This field is activated when you select a specific line code. Choose (Last) or click the down arrow to see a list of subscriber accounts with the selected line code.

Click this box to include sub accounts in this report. Select the way the information will appear in the report. Choose one of the following: Account number, account Name, Street, City, or Zip Code.

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Include

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Select information to be included in the report. Choose any or all of the following: Account Type, Panel Type, and Permit Number.

After you select the criteria for this report click OK to see it. Or click Cancel to close the report window.

Subscriber>Summary>Full Report.

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5.7. Management Reports Reports as management tools can be generated. Management categories are Operator Events, Signal Statistics, Policy Adherence, and Unrestored Signals.

Operator Events

This management report provides Operator Statistics with reference to Total Signals Generated, hourly alarm processing, and system average. It can be displayed by date and time, and in a Bar or Pie chart type.

Signal Statistics

This management report provided Signal Statistics with the option to include graphics / Chart Analysis, Show Report Summary Only, and Do Not Include Report Summary. Report categories are:

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Logged Signals



Top 10 Accounts



Top 10 Accounts by Port / Line / Dealer



Top 10 Signal Types



Traffic Load

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Policy Adherence The Policy Adherence report allows for the tracking of policy modifications, adherence details and statistics. The reports can also display full policy / procedure step list and step description. It can be displayed by individuals or groups, and a time/date range as well. Operation polices are established in Tools > Setup > Policies / Procedures.

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Unrestored Signals

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This report gives a listing of unrestored alarm signals currently listed in the Unrestored Signals window.

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5.8. Auto Reports The Auto Reports menu allows for the selection of pre-configured account Auto-Reports to be manually processed at a batch.  Auto Reports are first configured at the account level. o See Misc > Auto reports account settings.  Processing is done manually. o Optional full automatic setting for all accounts are configured. (See below) o TIP: You can select by device group so all emails would go out automatically, but faxes would be manual.  Auto-Reports consist of four main categories. o Open / Close Report o Emergency Signals Report o Non-Emergency Signals Report o All Events Report  Click on the “Refresh” button if Scheduled accounts do not appear.  Select period of reports to run.  Select Scope and Filter options.  Use > or >> to transfer accounts to be processed.  Select “Start” to begin process.

Auto Reports Window.

Full Auto-Reports

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5.9. Dealer Auto Reports The Dealer Auto-Report feature allows for a group of reports to be automatically sent to a third party monitoring dealer on a regular basis. 

  

Dealer Auto-Reports consist of five main categories. o Open / Close Report o Emergency Signals Report o Non-Emergency Signals Report o All Events Report o No Signal Received Range of accounts can be selected via line code group or account # range. Report Frequency can be from daily up to annually. Four different attachment file types; o Adobe Acrobat (PDF) o Excel Spreadsheet (XLS) o Rich Text (RTF) o Plain Text (TXT)

Dealer Auto Report Log

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6 TOOLS The Tools pull-down menu provides the administrator with many valuable methods to manage the Alarm Center® Monitor / Dispatch system.

The Tools Pull-Down Menu.

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6.1. Email The Email selection in Tools allows those with rights to send an email within the Alarm Center® system to either individuals or operational groups.

Email New Message Window Email Select Personnel or Groups

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6.2. Tools > Manual Dial (F5) Choose this when you want to manually dial a telephone number. Type the telephone number and click Dial. You will need to enter the number exactly as it should be dialed by the modem (including any necessary prefixes).

Manual Dial Window on Tools Pull-Down Menu.

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6.3. Tools > Map Location Choose this to see a map of the current subscriber’s location. Clicking the map icon on the ® ALARM CENTER toolbar can also access this option. This requires the optional SIS Mapping module (separate documentation).

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6.4. Tools > Page (F12) Choose this to send a message to a pager or an email to a cell phone. Type a name or click the down arrow to select from a list. Type a message and click OK to send the page or Cancel. The default number of characters allowed in the message field is 85. You will need to enter the number exactly as it should be dialed by the modem (including any necessary prefixes) within the "number" field.

Send Alpha page Window on Tools Pull-Down Menu.

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6.5. Tools > Verify Staff Identity This feature provides high security confirmation of communications with staff members. A random character password is generated and sent to the inquirer. They must relay the password to operator or administrator. The password is entered and acknowledged if a match. 

Password only visible to administrator level.



Icon selected to send message with code to recipient.



Admin may select “Override” button to override verification process.



Verification actions are logged to history and available for reports.

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6.6. Tools > Database This pull-down menu allows you to perform History Maintenance, procedures on your System databases.

Database Options on Tools Pull-Down Menu.

Backup Databases

History Maintenance

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This selection will bring up the Backup Wizard (see below) allowing for the manual backup of critical Alarm Center SQL database files.

Choose this to see a complete listing of monthly history files. History file information is listed by Month/Year to allow for more simplified maintenance and to make it easier to move a history file to another location, such as hard drive or CD-ROM. The status and mode of each history file is also listed. File status can be Off-Line or On-Line. File mode can be Read Only (on CDROM) or Read/Write, which can be edited. Details of each history file include the complete drive and path of where the file is located. Files can be taken off-line for maintenance or moved to another location.

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Having a large number of past history files remaining in the ‘on-line’ status may degrade system performance. Try to have only a limited number (six months) of recent history files ‘on-line’ and keep the remaining history files ‘off-line’. If you need to perform a particular report then put those months temporarily back ‘online’ for the report and take back ‘off-line’ when done with the report. Remember, only those files shown as ‘on-line’ will be reflected in a history report.

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6.7. Tools > Setup Before you begin to monitor signals, you must set up certain system parameters. This information ® will allow the ALARM CENTER System to be flexible in its operations. However, if the Monitoring/Dispatch Module is not properly set up, it can lead to inaccurate signals being received/processed or even no signals at all.

WARNING: Many of the selections made in the Tools >Setup menu and submenus are ®

Global in nature and may well affect all Alarm Center operations and functionality. It is highly recommended that if you are not familiar with a particular feature that you read below and contact SIS Technical Support for a clarification before making possible system-wide changes.

Setup Option on Tools Pull-Down Menu.

Tools > Setup > Account Status Display These settings allow for activity in the “Account Status Monitor” screen. (See Account Status section. ) Keep in mind that this application is constantly polling the database at the “Refresh Interval’ frequency selected. Account ranges can be selected to monitor or exclude from status monitoring. Other optional settings allow for display organization and things like status colors. NOTE:

A large account base and/or signal traffic, and a high refresh rate may reduce system performance and refresh intervals should be adjusted according.

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Account Status Display Options Window on Setup Menu.

Tools > Setup > Account Types Choose this selection to see a list of account types, such as Business, Commercial, Residential, or Store. Account Types are used to identify and group accounts. This field is useful when doing a search or query. Each subscriber account must have an account type. You can add and remove types. Account Types are for informational (except UL) purposes only and help categorize accounts for reporting purposes. UL NOTE: Account types created for UL signal processing must have a “UL/” prefix. (See below). An SIS UL license is required for this feature to operate.

Account Type Window on Setup Menu.

Add

Click this button and enter a new account type using up to 20 characters.

Remove

Click this button to delete an account type from the list. You will not get a warning message.

Click directly on an existing Account Type name in order to edit it. Click OK to keep the changes or Cancel.

Tools > Setup > Authorities (AHJ) Here you can define the list of contacts that may be needed when dispatching alarms. The list is ideal for storing the contact information for police, fire, medical, utilities, and other services. Version 1.06 (031210)

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

The Name and Phone Number fields are the key fields. Make sure they are accurate.



All new AHJ selection should first be entered in to this Tools selection. o



It is then suggested that when adding new accounts selections be made from the AHJ database listing for the account “Authorities Entry” entry on the new account phones, Add or Insert box. This will provide consistency of data entry in case a future group change by AHJ name is needed.

All changes to the AHJ database listing will be prompted by the below dialog box.

Tools > Setup > Dispositions The System allows up to 30 signal disposition descriptions on this list. These dispositions can be attached to incoming signals used for grouping and counting of False Alarms. Choose this option to add or remove signal dispositions.

Disposition Option on Setup Menu.

Add

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Click this button to add another signal disposition to the list.

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Description Enter a description of a disposition using up to 40 characters, such as Actual Alarm, False Alarm by User, False Alarm by Weather, etc. False Alarm Click this box to indicate whether this disposition is to be counted as a False Alarm by the System. Remove

Click this button to delete an account type from the list. You will not get a warning message.

Click OK to keep the changes or Cancel.

Tools > Setup > EMail Setup Here you can configure the method used to send external emails as well as other advanced email options. A Test button is provided to allow testing of the email transmission configurations.

Tools > Setup > Event Monitoring Filters Here you can create filters to apply on a workstation or an operator so they only monitor only a particular region or event type. You must have experience with SQL command and Alarm ® Center databases and it’s recommended you contact Technical Support for assistance.

Tools > Setup > Format Tables ®

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with a certain receiver device, most will identified when sent by other receivers as well. (EX: Contact-ID formatted signals, which are identified in the list with Ademco, will also be received with other receivers such as Surgard, DMP, and Silent Knight. ) That being said, there may also be certain internal codes that are specific to a particular receiver as well. Format Tables & Alarm Codes Relationship It is important to understand the relationship between the Format and the Signal Code tables. (see Tools > Setup > Signal Codes) The Signal Code will be the standard code being reported by the field alarm control panel via the alarm receiver in the reporting data string. The Alarm Code is the code that Alarm center uses to help identify what type of alarm or alarm category the reporting alarm data is. (EX: BUR = Burglary, FIR = FIRE) The alarm code is then further interpreted by the Signal Codes table. This area also allows for the editing of signal codes, description, and alarm codes in certain format group. However, one should remember this is a global change and will influence all ® similar signals being interpreted by Alarm Center . SIS Technical Support should be contacted if there are any concerns on a global modification. The Print button allows for the printing of a particular signal code standard group.

Tools > Setup > Global Contacts Here you can define a list of email addresses and fax numbers to use when emailing/faxing out reports (Reports Menu) or an alarm event ticket (‘Create Report’ button in an account History tab).

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Tools > Setup > Holidays Choose this option when you want to remove items from the list of memorized holidays. Holidays can be added or renamed in the Overrides area in the Schedule section of a subscriber account.

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Tools > Setup > Line Codes The Line Code Setup screen allows for the setup of over 45,000 individual lines or companies. ® The ALARM CENTER System uses Line Codes to separate individual lines or companies in reports. Reports can be printed with the corresponding company name and address in the header.

NOTE:

If you are a first-time user, you must set up Line Codes BEFORE 

You can assign receivers and receiver phone lines in SIS Action32 signal processing program.

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You can add new subscriber accounts to Alarm Center .

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Line Codes are useful when one monitoring company is monitoring signals for other companies. Each company can be assigned a unique code to distinguish their data from others. Some examples follow. a. Company A monitors signals for companies A, B, and C. Company A uses one receiver and each company has its own individual receiver line. Company A must define three different Line Codes to distinguish signals from each receiver. Line Code AAA BBB CCC

Port Number 1 1 1

Card Number 1 2 3

Company A B C

b. Company A monitors signals for companies A, B, C. Company A uses one receiver but receives signals on lines one and three. Companies B and C share receiver line two. Company A must set up three unique Line Codes. The difference in this example is that companies B and C will have the same Card Number. ®

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Line Code AAA AAA BBB CCC

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Port Number 1 1 1 1

Card Number 1 3 2 2

Company A A B C

Company A monitors signals for companies A and B. Company A has two receivers, one for each company. Each receiver gets signals from one company and account numbers can come in on any line. Company A must set up two different Line Codes and assign each line code to all receiver lines. This way a signal can come in on any line of a receiver and be automatically linked to the correct Line Code. Line Code AAA AAA AAA BBB BBB BBB

Port Number 1 1 1 2 2 2

Card Number 1 2 3 1 2 3

Company A A A B B B

Choose this selection to see a list of line codes for all subscribers. From this window you can add, remove, and edit information about subscribers. Click on the Tool pull-down menu; select Setup; and select Line Codes and the Line Codes window appears. (See above diagram) The Line Codes Window contains the following fields and buttons: Code, Port, Line, Company, Note, Add, Remove, and Details. Code

Type a line code using up to 3 alphanumeric characters.

Port

This number represents the port number associated with an alarm receiver. The alarm receiver will be assigned the same port in Action32 program setup. Click this field and a down arrow appears; click the down arrow to select from a list of installed ports and receivers or type in a different number using up to 2 numeric characters.

Line

This number represents the phone line card number within the receiver that is to be connected to the line code. To change the number, type in a different one using up to 3 numeric characters.

Company

Type the name of the company connected to this line code using up to 50 alphanumeric characters.

Note

Type an optional note regarding the line code in this variable length field.

Add

Click this button to add a new line code to the list.

Remove

Click this button to delete a Line Code from the list. NOTE: You can not remove a line code once you have created one or more subscriber accounts using that line code. That

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would create orphan accounts and the Monitoring/Dispatch Module will not let you do that. Details

Click this button to edit information contained in a line code. The Editing Line Code window appears. You can edit information in the following fields: Address, City, State, Zip, Phone, Fax, and Note. 

A customer Report Header can be selected.

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A custom operational policy can be attached to the line code setting by selecting the Policies button.

When you are finished entering line codes, click OK to leave the Line Codes window and retain the line codes. Or click Cancel to leave without saving any information.

Tools > Setup > Operators Choose this to set the functions an operator can access. You can add and remove functions as well as change an operator’s password. The Access Templates section lets you set access and default types, and add and remove functions.

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Personnel Options on Setup Menu.

Group (listing)

Will display groups such as Day or Night Operators, Supervisors, and System Administrators. Also allows for sub-groups of Local Operators or Remote Operators (Remote access through optional SIS DealerAccess module.)

Add

Click this button to add a user to the list.

Edit

Allows for edit of user selected in list in the Settings area. Double-clicking on the person selected in the list will work as well.

Remove

Click this button to remove a user from the list. You will get a message window asking if you want to remove the operator. An alternative is to disable a user. See below.

User Groups

Click this button to configure all of your user groups and their default rights. Click “New Group” to create a group. This is similar to Operator Templates in earlier software versions. See below.

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Operator Setup Settings

Disable User

Select here to disable a current user. This allows all users information to be kept for future use and reference. Prevents logging in by designated user. Link to a report of a particular operator’s rights listing. Can be saved as a PDF document or printed out.

Name

Enter the name of the operator using up to 500 alphanumeric characters. This field is used in certain reports to identify the operator. It is NOT the login name.

Login

Enter the login name to be associated with this operator and using up to 50 alphanumeric characters. This login name must be unique. The operator login name is used during login and other events, such as system operations and signal processing.

Password

Enter from 3-50 alpha-numeric characters as a private. New operators, upon first log-on, will be prompted to enter new password which will be recorded here. REMEMBER: UL systems require a minimum of 6 characters.

Group (Assign)

Select the group to which the new person will be assigned. The default selection is Day Operator. Select to customize rights for an operator. This section formally known as operator templates.

Rights

This area is used to assign access rights to a user. Selection categories are: Subscriber Accounts

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Account Editing - Degrees to which an account can be edited Add-On Modules – Access to video, dealer and web access, service billing, etc Alarm Monitoring

Process Alarms – Use of monitoring power features such as “Auto Mode”, putting accounts on hold and “Quick Logging” alarm signals.

Event Logging

Rights to edit signal logs of same or other operators.

Miscellaneous

Rights to the following:

Reports

Administrative Tasks

Windows / Desktop

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Copy recorded video, audio, and image files.

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Generate manual alarm signals.

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Editing of operator preferences.

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Sending operator email.

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Accessing help files.

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Ability to exit Alarm Center program.

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Authorization to run and view various reports. 

Database maintenance such as history being on/off line and read-only.

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Backing up of databases with the Backup Wizard

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Acces to My Computer and the Desktop

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Changing of computer date / time.

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Enable Screen Saver 150

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Allow application switching (Alt+Tab)

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Running registry tools such as Regedit.

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Access Ctrl+Alt+Del screen

Start Button / Menu

Access to Windows “Start” button and menu area.

Taskbar

Being able to access the Windows Taskbar and edit Taskbar settings.

Last changed

This field displays the date of the last change made to this operator‘s password by the user or system administrator.

Monitor Event Filter

Allows for the linking of a particular Event Monitoring Filter to an operator.

Schedule

Click this button to configure an operator schedule. You can also define special overrides to schedule. No schedule allows for logging in any time, any day. See below illustration.

Policies

Click this button for linkage to a particular policy and procedure that an operator must follow when performing certain duties.

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Acct. Limits

Click this button to establish account limits that will prevent the operator from viewing and reporting on accounts range that is NOT listed.

Details

Click this button for the Time Clock and Report details for the operator. Links provided to “Operator Events” and “Operator Activity” reports. See also settings at Tools > Time Clock Manager.

Save

Click this button to apply all changes to the operator.

Note: System Admin is the only group (template) that allows full access to the System. Even if you create a custom user and assign all available rights, the user will not have the same access as a system administrator.

Tools > Setup > Pagers The Pager setup option lets you define technical specifications for alpha and numeric pagers. A pager telephone number can be automatically dialed when certain situations occur. Detailed messages can be sent to alpha pagers. Pagers can be defined here and used by the paging terminal option to manually send a page. First-time users will find a blank window and must set up the pager information.

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You can add, edit, remove and test information listed for a subscriber account, and set primary and secondary pagers. After information is entered, a name, pager type and telephone number appears in the first area.

Add

Click this button to add a name and number to the list. The Pager Settings window will appear. Enter information in the Name, Phone Number, Pager type, Wait, and Tries fields, and select a Dialing Method.

Name

Type a name, last name first, using up to 60 alphanumeric characters.

Phone Number

Type the telephone number as it is to be dialed. Use up to 50 characters and include area code if necessary. If the number is that of an Alpha pager, include any identification code number.

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Pager type

Select Digital or Alphanumeric type of pager.

Wait

Choose the number of seconds to wait before signal information is transmitted to the pager. Valid range is 1 through 300; the default is 15.

Tries

Valid range is 1 through 10; the default is 1.

Dialing Method

Select Auto, Dial as 10 Digit, Dial as Local, Dial as Long Distance, or Custom. You can choose only one.

Edit

Click this button to edit information about a pager. The Pager Settings Window appears. Add or change information as needed.

Remove

Click this button to remove a name and phone number from the list. A message will appear asking if you are sure you want to delete this pager. Click Yes to remove or No to cancel.

Test

Click this button to test the pager information.

Pager Alert

Click this box to enable or disable this feature. A check mark in the box signifies that the Pager Alert is enabled and that a remote operator will be notified of an alert signal through a page.

Primary Pager

Click on the down arrow to select a name to be called first in case of an alert signal. Every name you entered will appear on the list.

Secondary Pager

Click on the down arrow to select a name to be called in case the Primary Pager phone number can not be reached. Every name you entered will appear on the list.

Minimum Priority

Enter the minimum priority level to alert the pager. Signals with priorities lower than this number do not activate the pager option. Valid range is 0 through 100; the default is 1.

Max in Queue

Enter the maximum number of pending signals that can be listed before a page is sent to alert the operator. When the specified number is reached, the Deadman Code is transmitted. Valid range is 0 through 9999; the default is 50. Set to 0 (zero) to disable this feature.

Data Layout

Enter the format in which data should be displayed on the beeper. Use the following codes; the default is a blank. For Numeric Only Pagers Use: A P Z L ,

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For Alpha-Numeric Pagers Use: /A /P /L /Z /N /D /C /O /I /S /W /R /T

Deadman Code

Global Alert Timeouts

= = = = = = = = = = = = =

Account Number Phone Number Priority Level of Incoming Signal Zone Number (including Alpha Zones) Subscriber Name Address Line(s) City Main Password Zone Description Field Signal Description Signal Date (Word Format) Signal Date (xx/xx/xx Format) Signal Time

Enter the code to transmit to the pager when the Operator Alert mode is activated and no operator responds. (Example: 911 – Central Station Alert). The default is a blank.

Select the number of seconds for the following timeouts:

Alert Timeout

Enter the number of seconds in which an operator can respond to an “Operator Alert” signal before calling the pager number. Valid range is 0 through 100; the default is 60.

Timeout 1

Enter the number of seconds in which an operator can respond to emergency signals before calling the pager number. Valid range is 0 through 100; the default is 75.

Timeout 2

Enter the number of seconds a keyboard can be inactive during the processing of an alarm before the operator is alerted to continue. Valid range is 0 through 100; the default is 90.

Tools > Setup > Panels This list is used to enter detailed information about a specific type of alarm control panel. You can add, remove, and rename a panel, as well as enter information about the panels instructions for arming, disarming, and testing that can be useful to the operator during the processing of alarm signals. This list is displayed in the Account > Misc > Panel Information section for panel selection.

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Tools > Setup > Policies / Procedures Here you can define the policies operators must follow when performing certain duties. The operator must complete these steps for any actions assigned to them.

Tools > Setup > Quick Resolve Choose this option to set up descriptions you can use to quickly resolve actions taken in response to an emergency signal. You can add and remove descriptions from the list to modify it to meet your needs. Each comment can contain up to 150 characters and there is virtually no limit to the number of comments you can include. The Monitoring/Dispatch Module is shipped with a quick-resolve list containing some of the most frequently used comments when processing an alarm.

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Tools > Setup > Signal Codes Signal Codes define various signal types that can be monitored by the System. The Signal Code setup option allows a user to change the description of these internal System codes or define an unlimited number of user-defined codes.

Each subscriber record contains fields for detailed zone descriptions and with these zones the System also requires standard alarm codes for rapid alarm display and resolution. Alarm codes are used for this purpose; for example, the code “BUR” is used to denote a burglary alarm. This is translated by the system from the Format Tables listing showing the signal codes coming in from the alarm site alarm control panel via the alarm receiver. (See Tools > Setup > Format Tables) When an alarm signal code is received, the System determines the type of signal by checking the code that corresponds to the assigned alarm code received. If the code is not an emergency, alarm (This is classified by the Alert indicator not being checked) then it will not be displayed on the operator’s screen and will be logged directly to alarm history. If the zone requires an operator log, the computer displays the subscriber information, zone information, and code description for the zone and prompts the user for action. (see above table) The list contains many signal codes that can not be deleted. However, you can change the Description, Alert, Priority, and Type fields. You can add as many user-defined codes as you wish. Try to use meaningful abbreviations when defining a Signal Code. For example, ‘ADN’ = Access Denied, ‘BUR’ = Burglary, and ‘PWR’ = AC Power Restore User-defined codes are displayed in Red and can be changed or deleted. NOTE: User-Defined Signal and Alarm Codes are Global changes and my affect any account reporting in to the System that has a similar signal. Add

Click this button to add a user-defined signal code.

Code

Enter a 3 to 5 character abbreviation using alphanumeric characters.

Description

Enter a brief description of the signal code using up to 25 alphanumeric characters. This field can be changed in userdefined and internal codes.

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Alert

Click this box to change the alert status. A check mark in the box will turn this function on and an operator will alerted when a signal is received. A blank box will not alert the operator, but any signals received will be automatically logged by the System. This field can be changed in user-defined and internal codes.

Priority

Enter a number to indicate the priority level of this signal. Pending signals are presented for processing by priority level, with the highest priority listed first. Valid levels are 1 through 9; 1 has the highest priority and 9 has the lowest priority. The default is 9. This field can be changed in user-defined and internal codes.

Type

This field describes the type of signal and can be changed in user-defined and internal codes. The default is General. Click the down arrow to select from Close by User, Close by Zone, General, General by User, Open by User, Open by Zone, Restoral, or Status.

Sound File

This field allows for the selection of a specific sound file which will sound at the operator console when

Tools > Setup > SMS Messaging Here you can configure the settings used when sending SMS messages to yoru subscribers, dealers, and managers via an online SMS service or GSM modem.

Quick Resolve Option on Setup Menu.

Tools > Setup > System Choose this to see a how your System is set up. Double-click on Picture captions, Phone list names, User definable field names, System setup, or Signal priorities to see more details. Double-click again to remove the details. Version 1.06 (031210)

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System Option on Setup Menu.

Tools > Setup > System > Display Options The Display Options area allows for adjustment opf the following display settings. 

Schedules default views

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Indicate operator activity/video info when viewing account history.

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Max # for history displayed signals, months active for searches, signals in Pending / OnHold queues.

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Zones / Users picture caption default.

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Display the last date modified in these account areas:

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Selection for length of last modification.

Main Info

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Zones

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Schedule

Notepad

Misc

Tools > Setup > System > Display Options > Signal Priorities Allows for the configuration of the following alarm signal attributes per alarm signal priority levels 1 – 7. 

Selection of foreground (text) and background colors for displayed alarm signals. [Default is red on white]

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Selection of a specific siren sound file (WAV)

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This area allows for configuring the following……. 

Establish the default premises phone keyword.

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Selection of user-defined fields o

Will be available in each account MISC setting.

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Informational use only, and can assist with reports organization.

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Add and change phone list names. Appears in account phones. (99 Max)

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Order of how tabs appear in an account screen can be changed.

Set tabs to sequence of previous AC versions. (1.5….)

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Set tabs to the newer default order (1,2,3,…)

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Move selected item up or down in order.

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Store expired temp notes in the secondary notepad.

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Log notepad and test/disable mode changes in secondary notepad.

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Open accounts in the View mode (Read-Only) by default.

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Can only create passwords that no one else has on the system.

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This area allows for the following settings…. 

Default account Test mode interval. (Set in Account > Misc > Test mode status)

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Default selection of account “Disable Permanently” when disabling an account.

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Sending of a system level page alert when account is put in test/disable mode. o

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Able to select only if account has been locked. (Account>Misc>Other Info)

Requiring operator to enter a note when placing account on test or disable.

Tools > Setup > System > Signal Handling This area allows for the following settings……… 

Disable logging of On/Off Hold messages ~~

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Enabling of “FACTS” false alarm tracking. (Account > Misc > FACTS)

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Audible on new incoming alarm signals. (UL/ULC only)

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Show Line Code Notes pop-up window when processing alarms.

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Ask to Group-Log alarm when saving a processed alarm.

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Use keyboard button and press to acknowledge alarm ~~

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Duplicate signal auto-log time o

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Sets a time window older panels that may transmit duplicate signals as only one signal code. Avoid multiple dispatches and redundant operator screen activity.

Combine like signals delay. o

[Default is 0 seconds]

[Default is 0 seconds]

Establishes a delay time window in which Alarm Center will wait and combine multiple signal codes at the same time. This will reduce physical signal receiver reception and increase alarm operations and reporting efficiency.

Expanded format signal delay

[Default is 0 seconds]

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The time a signal can be left in the On-Hold queue before it will automatically come back to the operator’s attention.

Maximum On-Hold recall time [Default is 180 minutes] o

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Default On-Hold recall time. [Default is 90 minutes] o

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The maximum number of minutes that an alarm signal can be put on hold.

Check for runaway signals [Default is 5 signals in 288 seconds] o

Setting for the number of signals from an account in a specific number of time. This will trigger a runaway signal alert for the operator. See below.. Runaway Signal Icon indicates that a certain number of signals have been received in certain amount of time. An additional flashing “Runaway premises control detected” will also be display.

Tools > Setup > System > Signal Handling > Advanced This section allows for the following Signal Handling settings……… 

Process restoral signals [Default is On] o

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Allows for a workstation to process restoral alarm signals. (Restoral alarms must also be configured per account in the editing zone restoral section.

Process time schedules o

Allows for a workstation to process status signals (Open/Close) with reference to account time schedule settings.

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Allows for a workstation to process test signals.

Process Auto-Loggers [Default is Off] o

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Process test mode signals [Default is On] o

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Options the system to automatically log all signals. 

Setting is ONLY for TESTING and SETUP

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Operators would not be able to process alarms.

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See the “Auto-Logger” utility for additional auto-logging choices.

Unknown Account Signals processing selections. o

Process normally after known accounts are handled [Default]

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Process normally.

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Automatically put them on hold indefinitely.

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Only allow manual processing.

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Require minimum number of characters for operator notes. [Default is 20]

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Account Level Priorities o

Allows for the setting a priority levels per account.

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Labels and account priority levels can be established.

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Levels are selected in the Misc > Other information section of each account.

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Tools > Setup > System > Email ®

Settings required to set up external Email features in Alarm Center .

Display /Account Editing in System Setup Window.

Tools > Setup > System > Miscellaneous Miscellaneous Options has the following settings…….. 

Enable Operator Alert [Default Off] – Allows control over when Operator Alert feature is initiated. (See Tools > Pagers for Operator Alerts communication settings) o

Always use Operator Alert

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Only use Operator Alert between (Select daily time range)

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Inactivity Timeout [Default 30 min]

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Require password [Default on]

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Log reaction time [Default on] ®

Automatically enter Monitoring mode on Alarm Center program restart.

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Tools > Setup > System > Reports Allows for the following Report settings……. 

Default Email Attachment Types – Selections are PDF, XLS, RTF, and TXT formats.

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Message Type – Being able to configure the following report page formats. o

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Select assignable fields with a right mouse button click. 

Auto-Report Email Body – Accounts

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Auto-Report Email Body – Dealers

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Auto-Report Fax Comment – Accounts

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Auto-Report Fax Comment – Dealers

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Manual Report – Email Body

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Manual-Report-Fax Comment

Subject – Selection of the subject line of a report.

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Tools > Setup > System > Reports > Auto-Reports Capability to configure automatic settings for Auto-Reports 

Automatically process and send auto reports. [Default is off]

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Process either Accounts or Dealers [Default is both]

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Assigned Processor – Select computer for Auto-Reports processing.

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Process every – Select auto-reports processing cycle.

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Sending Methods – Select Email, Fax or Printer.

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Track pending auto-reports and display count on main toolbar.

Tools > Setup > System > Policies / Procedures Allows for the selection of a default Policies and Procedures routine for the following….(Also see Tools > Setup > Policies / Procedures) Version 1.06 (031210)

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Add Account

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Edit Account

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Delete Account

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Disable Account

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Alarm Dispatching

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Flash signals in On-Hold Queue [Default is on] (if tied to a policy / procedure)

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Disallows quick-logging of signals [Default is off] (if tied to a policy / procedure)

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Do not require password when viewing Administrator locked accounts. [Default is off]

Tools > Setup > Task Manager

Allows tasks to be assigned to personnel. A variety of tasks can be defined and listed in the Task Manager. (See above) 

Schedule tasks that need to be preformed on a hourly, daily, weekly, monthly, quarterly, or yearly basis.

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Assign tasks to specific operators, non-admin or a certain operational Group..

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Reference Groups in Tools > Setup > Operators

Linking features o

Tasks can be linked to a specific subscriber account.

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A task can be linked to a Procedure. 

Reference Policies in Tools > Setup > Policies / Procedures

Tools > Setup > Workstation Choose this to set and see the settings for your workstation. You can change various settings from this window.

Workstation Options on Setup Menu.

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Automatically launch (Alarm Center ) at Windows startup

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Allow monitoring from this workstation.

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Allow operator alert on this workstation.

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Report Printer selections * o

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Select the printer wanted for printing Alarm Center reports.

Signal Printer selections * o

Select the printer wanted for printing incoming alarm signals that are coming from the alarm receiver(s) to the signal process via Action 32 program.

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Can only be optioned on computer with Action32 signal processing program.

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Location selections (Phone & Modem)

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Fax Modem

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Autodial Modem

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Paging Modem

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X10 Alert Port

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* )

*

* * * *

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This selection lets you configure the SIS X10 interface option. The X10 interface lets you signal an external device (a light, siren, etc.) when the operator at this workstation fails to respond within a specified time to an alarm signal. The X10 device is an optional module that must be purchased separately.

o

Refer to SIS X10 Module documentation for further assistance.

Auto-Login o

(

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Workstation will automatically log-in upon startup. 

Must select user.



Can option a wait period (seconds) for manual login opportunity.

Monitoring Event Filter o

Selections of Event Monitoring Filters that allow a workstation to only monitor a particular region, alarm code, or event type.

o

Filters must first be configured in Tools > Setup > Event Monitoring Filters.

Device selections are typically configured through Windows operating system and computer hardware available.

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6.8. Tools > Auto-Loggers System can be configured to automatically log signals based on a specific criteria for predetermined periods of time. To activate an existing Auto-Logger, select it from the list and click ‘Activate’. NOTE:

If you do not specify an account limits, then Auto-Logger will apply to all accounts on all Line Codes. (See below for details)

6.8.1.

Auto-Logger Definition

Enter a name, the default and maximum durations, your account limits, and then select the signals codes you want automatically logged by the system. WARNING: If you do not specify an account limits, then the Auto-Logger will apply to all accounts on all Line Codes.

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Default Duration o

Allows for setting the default duration of a particular Autolog task.

o

Can be set in minutes, hours, days or indefinitely.

o

Selection for “Allow operator to adjust duration”.

o

Selection for Maximum duration period.

Account Limits o

Line Code - Allows linking autologging feature to particular Line Code group. 

o

Capability to select an account range

Further selection of ranges within: 

Area Code



City



State



Zip Code

o

Selection of particular alarm signals to autolog.

o

Notes to be entered with the particular autolog task.

o

SIS Support and Services

6.9. Tools > Time Clock Manager This section allows for Management of Time Clock Records system for operations personnel. Log In/Out functions, such as Late status, are based on individual operator schedules established in Tools > Setup > Operators. Select a previously enrolled person in order to see the Time Clock setting for that individual. Features in this section are: 

Operator Options/Info Selections o

Require operator to enter a reason when late

o

Clock operator in when logging in.

o

Clock operator out when logging out.

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Allow operator to manually clock in/out 

o





Last Log In/Out dates & times posted.

“Next Expected Login shown (If operator schedule was created)

Time Clock Records o

Shows log in/out log of an individual by All / This Week / This Month or Date Range.

o

Indicates the Clock In/Out dates, times, late status, reasons, and notes.

o

Admin can use Add button to add additional log in/out entries.

o

Edit button allows for editing in the listing entries.

o

Select the Save button if changes have been made to the listing.

Print Timesheets o

Individual Time Sheets can be printed by group and date ranges.

o

Time sheet printouts are designed for confirmation of hours by personnel and then signed for payroll submission.

o

Indication of when last time sheets were printed is displayed as well.

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7 CENTRAL STATION MONITORING The Monitoring/Dispatch Module is used to process all incoming signals. Signals can be automatically or manually monitored. All user designated non-emergency signals, such as Open/Close signals, are processed by the System and logged to the individual account for reporting purposes. No operator intervention is necessary. All user designated emergency signals sound an audible tone and display with appropriate account information. In Auto Mode, the operator is prompted to press any key to proceed. If a signal is received while the operator is responding to another emergency or is not in monitoring mode, the System will automatically log the signal in a pending file. The operator should return to Monitoring Mode as soon as possible to process the stored signal(s). This chapter contains information about daily functions, including Dial, Graphic Files, History Information, Hold, Log Call, Miscellaneous options, Auto and Manual Modes, Notepad, Signals, Time Schedule, User Codes, and Zones.

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7.1. Dial An operator can automatically dial a phone number from an emergency notification number list located on the Phones tabbed section of a subscriber account. The Phones section contains the Name and Phone Number of people who are to be called for different types of alarm signals.

Call Window in Phones Section of Subscriber Account.

An operator can manually dial a phone number. Press the F5 function key and the Manual Dial window appears. Type a number and click Dial to place the call.

Manual Dial Window.

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7.2. History Information The History tabbed section of a subscriber account shows four lists of signal events that occurred for a subscriber. An operator can view All Events, Emergency, Non-Emergency, and Open/Close lists containing up to 99 signals. Signals are listed in reverse order with the most recent signal at the top of the list.

History Section of Subscriber Account.

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7.3. Log Call This feature allows an operator to record final remarks about a signal, including who was called, the phone number dialed, the time that the call was placed, and any other important notes. This information becomes part of the record of the emergency situation.

Log Section of Subscriber Account.

Monitoring Icons

Icons on the upper left portion of the Log tabbed section of a subscriber account indicate additional information for the dispatch operator.

Signals in the last 7 days – Click this icon to see a list of all signals received in the last seven days. The History tabbed section appears on the screen with a list of all signals. The operator can choose to see a list of Emergency, NonEmergency, or Open/Close signals. Notepad – Click this icon to see the Notepad tabbed section of the subscriber account. Panel Information – Click this icon to see details of the type of panel installed at the alarm address. For more information, see the Panel Information section in Account > Misc (Miscellaneous Options) and the Panels section in Tools Chapter. Temporary Notepad – Click on this icon to see a temporary note that has been left in the account for a duration of time (days). The temporary note will also be displayed automatically when the account is displayed following an alarm. Runaway Signal – Icon indicates that a certain number of signals have been received in certain amount of time. An additional flashing “Runaway premises control detected” will also display. (Count and duration of this alert is set in admin systems settings.)

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Non-Emergency Follower - This icon is displayed when a non-emergency signals immediately follows an emergency signal from the same account. (See below diagram)

Time since received Number and Description

Signal Log Summary

The elapsed time is shown along with Port and Line numbers.

The bottom left section shows the number and description of signals received.

This section shows a summary of signals received. For each signal, the Time, Action, Operator number, and Note are shown.

There are five button on the right side of the Log tabbed section: Hold, Save, Call Next, Note, and Review. Hold The On Hold Recall feature can be used to place a signal on hold and automatically recalled at a later time. The operator can specify a time period or place it on hold for an indefinite period.

On Hold Recall Window.

Save An operator can quickly resolve a signal by clicking the Save button. Select one of the choices on this list and the signal has been resolved and logged.

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Signal Disposition Window.

Call Next Click this button to automatically call the next telephone number on the Phones list. When all of the numbers have been tried, a message appears. Click Yes to start from the top of the list or No to cancel.

Call Next Message Window.

Note An operator can add a note about the signal. Note: Use the right mouse click to display a list of commonly used messages.

Note added Window.

Review Click this button to see a complete list of actions taken and notes entered for this particular signal.

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Review Log Window

Quick Log Click this button to quickly log one or more signals that are currently on hold. Signals can be logged in several ways: by the signals selected or highlighted; by account; by signal code, for example, Burglary, Fire Alarm, etc.; or all signals.

Quick Log Window.

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7.4. Miscellaneous The Misc (Miscellaneous Options) tabbed section of a subscriber account contains several features that can help you accomplish various tasks. These features include Activation, Auto paging, Auto reports, Disabled mode status, False Alarm tracking (FACTS), Mailing address, Other information, Panel information, Recurring test signals, Test mode status, Time zone, and UL information.

Miscellaneous Options (Misc) Section of Subscriber Accounts.

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7.5. Mode The Monitoring/Dispatch Module can monitor signals in two ways: Auto Mode and Manual Mode. In both modes, the number of signals pending and on hold appear on the bottom of the screen, along with the operator number, day of the week, date, and time. If you have the Account Activity Bar enabled the number of signals pending and on hold will also be displayed in this section. You can click on the appropriate buttons on the Account Activity Bar to display the Pending Signals and On Hold screens at any time.

Auto Mode When Auto Mode is selected, the traffic light icon flashes green, yellow, and red. The workstation automatically displays incoming signals in the order in which they are received and the operator is responsible for resolving each situation. To select Auto Mode, bring up the Pending Signals window in one of the following ways:

a. Click the Show Pending Signals icon on the toolbar. b. Press Ctrl+P. c. Click the Monitor pull-down menu and select Pending Signals.

Signals Pending Window.

Click the Auto Mode box and a check mark will appear. The System will automatically read and display the pending signal with the next highest level of priority. If Auto Mode is not selected, the operator must manually select a signal to process. The following commands can be used in Auto Mode. Ctrl+H Ctrl+P

Press this key combination to display a list of signals placed on hold by the operator(s). Press this key combination to see a list of signals waiting to be processed by an operator(s).

Manual Mode When Manual Mode is selected on a workstation, the operator can view incoming signals and manually select a signal to be processed. The signals are sorted and displayed in the following order: Priority level, date, and time. There are several ways to select Manual Mode. Choose one of the following: Version 1.06 (031210)

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a. Click the Traffic Light Icon on the toolbar. b. Press Ctrl+M. c. Click on the Monitor pull-down menu and select Monitor Accounts. The following commands can be used in Manual Mode. Ctrl+H

Press this key combination to display a list of signals placed on hold by an operator. Or, click the Monitor pull-down menu and select On-Hold Signals.

Ctrl+P

Press this key combination to display a list of signals that are waiting to be processed by an operator. Or, click the Monitor pull-down menu and select Pending Signals.

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7.6. Note Pad The Notepad tabbed section of a subscriber’s account includes Primary, Secondary, and Temporary notes. An operator can enter important information regarding a subscriber account in a free-form format.

Notepad Section of Subscriber Account.

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7.7. On Hold The On Hold option allows emergency signals to be put on hold before being resolved. This feature is useful when an operator is logging a call and another is received. It can also be used to wait for a response from the contacted authorities before adding their findings to the event log. To see a list of signals placed on hold, choose one of the following: a. Click the On-Hold Signals icon on the toolbar or the On Hold button on the Account Activity Bar. b. Press Ctrl+H. c. Click the Monitor pull-down menu and select On-Hold Signals.

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7.8. Signals The Monitoring/Dispatch Module classifies all signals into three categories: Open/Close, NonEmergency, and Emergency.

Open/Close Signals When an Open/Close signal is received from the central station unit, the subscriber account information is displayed on the monitoring screen. The signal is automatically logged to the appropriate account and the operator takes no action.

Non-Emergency Signals When a user designated Non-Emergency signal is received from the central station unit, the subscriber account information is displayed on the monitoring screen. The signal is automatically logged to the appropriate account and the operator takes no action.

Emergency Signals When a user designated Emergency signal is received from the central station unit, the System sounds an audible tone and displays the appropriate subscriber account. The Account Status section of the subscriber account window displays the signal, date, and time. More information is available in the History tabbed section, including date, day, time, description, zone, and operator number. The taskbar on the bottom of the screen displays the number of Pending and On Hold signals. If the operator does not respond within 15 seconds, the System increases the tone rate. If the operator does not respond within 90 seconds (or the user defined interval) the System automatically places the call on hold and continues to process incoming signals. If the Auto paging option is selected, the program will automatically call the designated pager(s).

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7.9. Time Schedule The Schedule tabbed section shows a subscriber’s normal weekly schedule in either graph or grid view. Open and close times are shown in military or 24-hour format.

Grid View of Schedule Section of Subscriber Account.

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7.10. User Codes The Users tabbed section of a subscriber account contains user codes for each subscriber account. Many panels send user numbers to identify the person originating an event. Each user has a Code, Name, User ID, Password, and Type of access.

Users Section of Subscriber Account.

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7.11. Zones The Zones tabbed section of a subscriber account shows a list of zones that were set up during installation of the alarm system. Each zone has a number, description, code, and phone list.

Zones Section of Subscriber Account.

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8 Glossary

8 Glossary ACK

(Acknowledgment) - A signal used in communications protocol to indicate that the previous transmission block was correctly received and that the receiver is ready to accept the next block.

Alphanumeric

Describing a character set that contains letters, numerals (digits) and other characters such as punctuation marks.

Auto-Answer

A modem setting that automatically sends an answering tone in response to an incoming call

Auto-Dial

A modem setting that automatically originates (dials) telephone calls.

Background Operation

An activity (program) that continues as defined (uninterrupted) without operator intervention.

Baud

Unit if signaling speed. The speed in baud is the number of discrete conditions or signal events per second.

Booting

Loading a computer'[s memory with the necessary information so it can function. A "cold boot" occurs when a computer's power is turned on, and there is nothing in memory. A "warm boot" occurs when the operating system is re-loaded into memory. See REBOOT

Buffer

A temporary storage space( software, storage in RAM, or a separate device) to accommodate differences in the data flow rate or the time of occurrence of events in transmission from one device to another.

Byte

A collection of bits operated upon as a unit; most are 8 bits long and most character sets use one byte per character. The capacity of storage devices is frequently given in bytes or in K bytes (K meaning 1024 bytes)

Cache

Portion of a computer's RAM reserved to act as a temporary memory for the last items read from a disk. They become instantly available to the user, giving the user the impression that the computer and its programs are running faster than they actually are

Communications Protocol

The means used to control the orderly exchange of information between stations on a data link or on a data communications network or system

Compiler

A computer program used to translate or interpret a higher order language into its relocatable or absolute machine code equivalent.

Connection

An established data communications path.

Control Character

A non-printing character used to start, stop or modify a function.

CPU

(Central Processing Unit) - The "brain" of the computer, many times used as a synonym for the computer.

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Crash

See SYSTEM CRASH

CRT

(Cathode Ray Tube) The computer video display, commonly referred to as the monitor.

CTS

(Clear to Send) - An RS-232 interface control signal which indicates that the attached device may begin transmitting

Cursor

A movable underline or block usually indicating where the next character will be entered on the computer screen.

Database

A large, ordered collection of information (data).

Databit

(Word Length) - Communications term used to identify the binary length of each transferred byte. Most communications systems will usually work with DATABIT set to either 7 or 8.

Data Communications

The processes, equipment and;/or facilities used to transport signals from one data processing device at one location to another data processing device.

Default

A value assigned or an action taken automatically unless another is specified.

DIP Switches

A bank of switches typically used in setting the hardware configuration and base address of an option card (multiport expansion unit).

Disk

An electromagnetic stroage medium for digital data.

DOS

(Disk Operating System) - A program or set of programs that instruct a diskbased computing system to schedule and supervise work, manage computer resources, operate and control peripheral devices. This is the operating system that the previous versions of Alarm Center used.

Down Time

Period when all or part of a system or network is not available to end users due to failure or maintenance.

DSR

(Data Set Ready) - An RS-232 interface control signal which indicates that the modem is connected to the telephone circuit.

DTR

(Data Terminal Ready) - An RS-232 interface control signal which indicates that the device is ready for transmission

EMI/RFI

(Electromagnetic Interference/Radio Frequency Interference) static or "background noise" that can alter or destroy data transmission. Interferes with normal equipment operations.

File

A collection of related data records

File Server

A computer with files that are shared by every user on a Network. The file server is most often a microcomputer

Foreground

An activity (program) subject to direct operator intervention.

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Operation Garbage

An informal term used to refer to corrupted data.

Handshake

Initial greeting used in a communications protocol to establish connection between devices.

Hardware

Equipment such as mechanical, electrical, magnetic or electronic devices.

Host Computer

The central computer in a data communications system which provides the primary data processing functions such as a computation, data base access, or special programs or programming languages.

I ntelligent

A term for equipment which has a built-in processing power (microprocessor) that allows it to perform sophisticated tasks in accordance with its firmware.

Interrupt

An external event indicating that the CPU should suspend its current task to service a designated activity. The CPU resumes its prior operation after handling the request.

Interrupt Handler

The section of a program that performs the necessary operations to service an interrupt when it occurs.

Interrupt Service Routine

See Interrupt Handler

IRQ

Refers to the number of interrupts (see interrupt) available in the computer. A typical PC has 8 IRQ's (interrupt levels). An AT machine has 16 IRQ's. Only IRQ's 2,3,4 and 5 are available on most machines for use by other hardware boards such as additional printer port boards or multiple serial boards. Each device must have its own IRQ, therefore there is a limit to what one machine can do.

I/O

(Input/Output) The process of transferring data from or to a computer system including communication channels (RS232), operator interface devices (keyboard) or data acquisition and control channels

LAN

(Local Area Network) A data communications system confined to a limited geographic area with moderate to high data rates. The area served may consists of a single building, a cluster technology to allow sharing of data and equipment over the entire LAN.

Linker

A program which combines different sections of a compiled program

Lockup

See SYSTEM CRASH

Machine Language

Binary Code that is executed directly by a computer CPU and translated into electronic actions.

Megabytes

Approximately one million bytes. See BYTES

Memory

See TSR

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Resident Message

A completed transmission

Microcomputer

A desktop or personal computer system

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9 End User License Agreement

9 SOFTWARE PROGRAM END-USER LICENSE AGREEMENT Security Information Systems, Inc.'s ("LICENSOR") SOFTWARE PROGRAM IS COPYRIGHTED AND LICENSED (NOT SOLD). LICENSOR DOES NOT SELL OR TRANSFER TITLE TO THE LICENSED PROGRAM TO YOU. YOUR LICENSE OF THE LICENSED PROGRAM SHALL COMMENCE ONLY UPON YOUR ACKNOWLEDGMENT AND ACCEPTANCE OF THIS AGREEMENT AT THE TIME OF THE INITIAL INSTALLATION ON YOUR COMPUTER. SAID LICENSE SHALL EXPIRE AUTOMATICALLY 90 DAYS AFTER INSTALLATION UNLESS YOU RETURN TO LICENSOR A WRITTEN REGISTRATION FORM WITH YOUR SIGNATURE ACCEPTING THIS AGREEMENT WITHIN 90 DAYS OF INSTALLATION OF THE LICENSED PROGRAM ON YOUR COMPUTER. As used herein, "You", "Your", or "Yours" refers to the person or entity named on the invoice supplied by Licensor or Licensor's distributor, agent or reseller, to You for this license of the Licensed Program. 1. License. In consideration of Your payment of the license fees set forth on the invoice supplied to You by Licensor, Licensor grants You a single nonexclusive license to use the ALARM CENTER(r) software program and data in machine-readable form and related materials, including documentation identified on Your invoice, which together constitute the "Licensed Program," subject to the following terms and conditions. 2. Scope of Rights. You may: 1.

Install the Licensed Program in Your own facility on a single personal computer;

2. Use and execute the Licensed Program on the single personal computer for purposes of serving the needs of Your business; 3. In support of Your authorized use of the Licensed Program, store the Licensed Program's machine-readable instructions or data in, transmit it through, and display it on machines associated with the specified computer; and 4. Make one copy of the Licensed Program in machine-readable, object code form, for nonproductive backup purposes only, provided that Licensor's proprietary legend is included. 3. Fees and Payments. The license fee for the Licensed Program is specified on Your invoice. This License shall not commence until Licensor is paid in full. You are solely responsible for payment of any taxes and/or duties and/or tariffs (including but not limited to, sales or use taxes, intangible taxes, property taxes, import taxes) resulting from Your acceptance of this license and Your possession and use of the Licensed Program, exclusive of taxes based on Licensor's income. Licensor reserves the right to have You pay any such taxes as they fall due to Licensor for remittance to the appropriate authority. You agree to hold harmless Licensor from all claims and liability arising from Your failure to report or pay such taxes. Licensor reserves the right to change its license, support and maintenance fees without notice.

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4. Support. Licensor shall support the Licensed Program in the manner specified on the invoice supplied by Licensor or Licensor's distributor, agent or reseller to You for the Licensed Program. However, Licensor offers support only for the most current version of the Licensed Program issued by Licensor from time to time, so You must make sure to obtain and substitute or incorporate all new releases or fixes issued by Licensor pursuant to its warranty and/or support programs. 5. Your Responsibilities. You are responsible for selecting an operator who is qualified to operate the Licensed Program on Your own equipment and is familiar with the information, calculations, and reports that serve as input and output of the Licensed Program. Licensor reserves the right to refuse assistance or to charge additional fees if an operator seeks assistance with respect to basic background information or any other matters not directly relating to the operation of the Licensed Program. The Licensed Program is designed for use with the minimum computer, equipment, and accessories specified in the ALARM CENTER(r) Reference Guide and except as agreed otherwise in writing, Licensor assumes no responsibility under this Agreement for obtaining or providing same. You are also responsible for ensuring a proper environment and proper utilities for the computer system on which the Licensed Program will operate, including an uninterrupted power supply. Except as agreed otherwise in writing, Licensor assumes no responsibility under this Agreement for converting Your data files for use with the Licensed Program. 6. Proprietary Protection and Restrictions. Licensor shall have sole and exclusive ownership of all right, title, and interest in and to the Licensed Program, the backup copy, and all modifications and enhancements thereof (including ownership of all trade secrets and copyrights pertaining thereto), subject only to the rights and privileges expressly granted to You herein by Licensor. This Agreement does not provide You with title or ownership of the Licensed Program, but only a right of limited use. You must keep the Licensed Program free and clear of all claims, liens, and encumbrances. You may not use, copy, modify, or distribute the Licensed Program (electronically or otherwise), or any copy, adaptation, transcription, or merged portion thereof, except as expressly authorized by Licensor. You may not reverse assemble, reverse compile, or otherwise translate the Licensed Program. Your rights may not be transferred, leased, assigned, or sublicensed except for a transfer of the Licensed Program in its entirety to (1) a successor in interest of Your entire business who assumes the obligations of this Agreement or (2) any other party who is reasonably acceptable to Licensor, enters into a substitute version of this Agreement, and pays an administrative fee intended to cover attendant costs. No service bureau work, multiple-user license, or time-sharing arrangement is permitted, except as expressly authorized by Licensor. You may not install the Licensed Program in any other computer system or use it at any other location without Licensor's express written authorization obtained in advance (which will not be unreasonably withheld); provided that You may transfer the Licensed Program to another computer temporarily if Your computer is inoperable. If You use, copy, or modify the Licensed Program or if You transfer possession of any copy, adaptation, transcription, or merged portion of the Licensed Program to any other party in any way not expressly authorized by Licensor, Your license is automatically terminated. You hereby authorize Licensor or Licensor's distributor, agent or reseller to enter Your premises in order to inspect the Licensed Program in any reasonable manner during regular business hours to verify Your compliance with the terms hereof.

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You acknowledge that, in the event of Your breach of any of the foregoing provisions, Licensor will not have an adequate remedy in money or damages. Licensor shall therefore be entitled to obtain an injunction against such breach from any court of competent jurisdiction immediately upon request. Licensor's right to obtain injunctive relief shall not limit its right to seek further remedies. If a third party claims that the Licensed Program infringes its patent, copyright, or trade secret, or any similar intellectual property right, Licensor will defend You against that claim at Licensor's expense and pay all damages that a court finally awards, provided that You promptly notify Licensor in writing of the claim, and allow Licensor to control, and You cooperate with Licensor in, the defense or any related settlement negotiations. If such a claim is made or appears possible, You agree to permit Licensor to enable You to continue to use the Licensed Programs, or to modify or replace them. If Licensor determines that none of these alternatives is reasonably available, You agree to return the Licensed Program on Licensor's written request, and You will then receive a credit equal to Your net book value for the Licensed Program determined in accordance with generally accepted accounting principles, which shall be Your sole and exclusive remedy. Licensor has no obligation for any claim based on Your modification of the Licensed Program or its combination, operation, or use with any product, data, or apparatus not specified or provided by Licensor, provided that such claim solely and necessarily is based on such combination, operation, or use and such claim would be avoided by combination, operation, or use with products, data, or apparatus specified or provided by Licensor. THIS PARAGRAPH STATES LICENSOR'S ENTIRE OBLIGATION TO YOU WITH RESPECT TO ANY CLAIM OF INFRINGEMENT. 7. Limited Warranty and Limitation of Liability. Licensor warrants, for Your benefit alone, that the Licensed Program substantially conforms to the specifications in the ALARM CENTER(r) Reference Guide for the specific version of the Licensed Program set forth on Your invoice. This warranty is expressly conditioned on Your observance of the operating, security, and data-control procedures set forth in the ALARM CENTER(r) Reference Guide included with the Licensed Program and Your use of the minimum required equipment and operating system. Licensor does not warrant that the Licensed Program will meet Your business requirements or needs, that the Licensed Program with be error free, or that the Licensed Program will operate uninterrupted. Licensor is not responsible for obsolescence of the Licensed Program that may result from changes in Your requirements, changes in industry standards or government mandates. Licensor assumes no responsibility for the use of superseded, outdated, or uncorrected versions of the Licensed Program. As Your exclusive remedy for any material defect which prohibits reasonable operation of the Licensed Program, You shall allow and Licensor shall attempt through reasonable effort to correct or cure any reproducible defect by issuing corrected instructions, a restriction, or a bypass. In the event Licensor does not correct or cure such nonconformity or defect after Licensor has had a reasonable opportunity to do so, Your exclusive remedy shall be the refund of the amount paid to Licensor as the license fee for the defective or nonconforming module of the Licensed Program. Licensor shall not be obligated to correct, cure, or otherwise remedy any nonconformity or defect in the Licensed Program if You have made any changes whatsoever to the Licensed Program, if You are not using the minimum required computer and operating system, if the Licensed Program has been misused or damaged in any respect, or if You have not reported to Licensor the existence and nature of such nonconformity or defect promptly upon discovery thereof.

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EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, LICENSOR DISCLAIMS ANY AND ALL PROMISES, REPRESENTATIONS, AND WARRANTIES WITH RESPECT TO THE LICENSED PROGRAM, INCLUDING ITS CONDITION, ITS CONFORMITY TO ANY REPRESENTATION OR DESCRIPTION, THE EXISTENCE OF ANY LATENT OR PATENT DEFECTS, ANY NEGLIGENCE, AND ITS MERCHANTABILITY OR FITNESS FOR A PARTICULAR USE. The cumulative liability of Licensor to You for all claims relating to the Licensed Program and this Agreement, including any cause of action sounding in contract, tort, or strict liability, shall not exceed the total amount of all license fees paid to Licensor hereunder. This limitation of liability is intended to apply without regard to whether other provisions of this Agreement have been breached or have proven ineffective. This limitation of liability shall not apply to the indemnification provided in Section 6 hereof. Licensor shall have no liability for loss of data or documentation, it being understood that You are responsible for reasonable backup precautions. In no event shall Licensor be liable for any loss of profits; any incidental, special, exemplary, or consequential damages; or any claims or demands brought against You, even if Licensor has been advised of the possibility of such claims or demands. This limitation upon damages and claims is intended to apply without regard to whether other provisions of this Agreement have been breached or have proven ineffective. You may have additional rights under certain laws (e.g., consumer laws) that do not allow the exclusion of implied warranties, or the exclusion or limitation of certain damages. If such laws apply, our exclusions or limitations do not apply to You. 8. Term of Agreement; Termination. Your license of the Licensed Program shall become effective upon delivery of the Licensed Program to You and shall continue indefinitely until terminated as provided herein. Upon termination of this Agreement, all rights granted to You will terminate and revert to Licensor. Promptly upon termination of this Agreement for any reason or upon discontinuance or abandonment of Your possession or use of the Licensed Program, You must return or destroy, as requested by Licensor, all copies of the Licensed Program in Your possession (whether modified or unmodified), and all other materials pertaining to the Licensed Program (including all copies thereof). You agree to certify Your compliance with such restriction upon Licensor's request. 9. Miscellaneous. This Agreement shall be governed by and construed in accordance with the laws of the State of Florida. You specifically acknowledge and agree that any dispute related to the Licensed Program or this Agreement shall be resolved only in the Circuit Court of Orange County, Florida. Should You file a complaint or dispute related to the Licensed Program or this Agreement in any jurisdiction or venue other than Circuit Court of Orange County, Florida, you agree to pay Licensor all costs, including actual attorney fees, to seek a dismissal or any other relief associated with filing of the complaint or dispute contrary to the terms of this Agreement. No modification of this Agreement shall be binding unless it is in writing and is signed by an authorized representative of the party against whom enforcement of the modification is sought. References to Your use or benefit include any subsidiaries You may own directly or indirectly by more than fifty percent (50 %), provided that, to the extent of their use and benefit, they comply with the restrictions herein. Any notices required or permitted under this Agreement shall be in writing and delivered in person or sent by registered or certified mail, return receipt requested, with proper postage affixed. Version 1.06 (031210) 200

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In the event that any of the terms of this Agreement is or becomes or is declared to be invalid or void by any court or tribunal of competent jurisdiction, such term or terms shall be null and void and shall be deemed severed from this Agreement and all the remaining terms of this Agreement shall remain in full force and effect. 10. Priority of Agreements. The terms of this Agreement shall take priority over and supersede any contrary term in any other agreement between the You and Licensor. Should any other agreement between You and Licensor purport to maintain a higher priority over and supersede the terms of this Agreement, You and Licensor mutually agree that such terms shall not be binding on Licensor, shall have no effect on this Agreement, and shall not be enforceable in any court of law unless such terms shall specifically make reference to and abrogate this section of this Agreement. THIS AGREEMENT IS THE COMPLETE AND EXCLUSIVE STATEMENT OF LICENSOR'S OBLIGATIONS AND RESPONSIBILITIES TO YOU AND SUPERSEDES ANY OTHER PROPOSAL, REPRESENTATION, OR OTHER COMMUNICATION BY OR ON BEHALF OF LICENSOR RELATING TO THE SUBJECT MATTER HEREOF. YOU ACKNOWLEDGE THAT YOU HAVE FULLY READ THIS AGREEMENT, UNDERSTAND IT, AND AGREE TO BE BOUND BY ITS TERMS. Rev.02/10

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10.1. SIS Support Programs SIS prides itself on having the best technical support and training programs in the industry. Contact your SIS sales representative for more information on participating in these programs SIS 24 Hour “After-Hours” Support Guidelines:  Requester’s account must already have a valid 24 hour agreement.  For requests during 9AM-5PM M-F EST please call SIS Tech Support at 407-345-1550  24 hour support service is only for “critical” system-down situations. o No alarm signal processing. o Main and backup server not functioning. o System has been rebooted and still shows total failure.  Other, “non-critical” requests are to be made to SIS Tech Support the following business day. o Primary server down, but backup server is working. o Primary signal down, but backup processor is working. o One workstation is down, but other workstations are working. o System has been rebooted and now working properly.  24 hour support requests can still be made by calling the assigned after-hours hotline..

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10.2. SIS Training Programs SIS offers three venues for training. They are all delivered by SIS Certified Trainers. The trainers are also SIS Certified Technicians and have extensive experience in all technical areas of SIS software. SIS training is typically delivered in real-time with a combination of a structured presentations and topics, and demonstrations. SIS training is available to all SIS customers. It is recommend that you contact your SIS Representative for additional information and quotes. Core training modules cover Administrator and Operator/Supervisor training. Optional training modules such as SyncAgent™. 

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Training On-Line (TOL) is delivered in a Synchronous or Real-Time method. o

Most popular and cost-effective program.

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Delivered to customer desktop via secured WebEx connection.

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Core training program can be delivered in as little as 6 hours.

Training Onsite (TOS) is delivered at the customer’s location. o

Lecture based training presentation in a classroom setting.

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Maximum interaction with attendees.

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Real-world demonstrations included.

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Does not interrupts central station operations.

Training In-House (TIH) program is delivered at SIS International Headquarters. o

State-of-the-Art, hands-on training experience.

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Two – Day program, scheduled quarterly.

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Training handout material available for all training modules.

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Spanish speaking training sessions available.

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Contact [email protected] for more information.

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10.3. SIS Tech Support / Training Via WebEx WebEx Support Services Security Security Information Systems, Inc. (SIS) utilizes the services of Cisco WebEx™ Communication, Inc for remote Internet technical support and training services. WebEx assigns data security the highest priority in the design, deployment and maintenance of its network, platform and applications. SIS customers can be assured that support and training sessions delivered by the WebEx service are safe and private. WebEx™ MediaTone™ Network Data security features and functions available with WebEx Support Center Remote Support are inherent to the underlying WebEx communication infrastructure known as the WebEx MediaTone™ Network. This network is a communications infrastructure purposely built for realtime Web communications and consists of a series of data centers located around the world strategically placed near major Internet access points. WebEx routes traffic between the WebEx data centers using dedicated, high-bandwidth fiber. WebEx uniquely deploys a globally distributed network of high speed MediaTone switches. With this architecture, session data originating from the Presenter’s machine and arriving at participant’s machines is switched—never persistently stored—through the WebEx MediaTone Network. This is unlike other web meeting applications that use a store and forward server model that stores potentially sensitive content for an indeterminate period of time is on their equipment. WebEx sessions are thus completely transient and operate similarly to a voice conversation over the public phone network. Starting and Joining a WebEx Support Session A SIS WebEx Support session must be started by an SIS Technical Services Technician / Trainer (TST). The TST is required to authenticate to the WebEx site with their user ID and password. This process involves two levels of security control. The TST has the first level of control in the Support session. The TST must then invite the participant to join the session – either by sending an email invitation or passing a URL and unique session number to the customer during the support phone conversation. The TST or the participant can terminate the session at any time. Once the connection is established, the session participant has the next level of control in the Support session. The participant must then grant permission for the TST to take temporary control of the participant’s computer. Once permission is granted, the TST can perform remote support services that are as effective as physically being onsite with the customer. In the background, WebEx is providing their many levels of security. In-Session Security During the SIS support session, WebEx implements security primarily via the WebEx “Support Manager” system. The WebEx Support Manager agent is designed to deliver, in real time, richmedia content securely to each participant within a WebEx Support session. All content that a TST and participant share in a WebEx session is only a representation of the original data. NOTE: The session content is encoded and optimized for sharing using UCF * (Universal Communications Format), a WebEx proprietary technology. Version 1.06 (031210)

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The WebEx Support Manager System:        

Initiates only from within a Web browser and cannot be started independently. Is digitally signed by VeriSign. Provides the only means possible to participate in a WebEx session. Depends entirely on connections established on a session-by-session basis with the WebEx MediaTone Network.. Performs a proprietary encoding process that encodes all shared data. Encrypts all presentation sharing content using the AES encryption standard. Encrypts the connection to the MediaTone Network using the 128-bit SSLv3 encryption standard. Provides a visual identification of every participant in the support session.

It is impossible to participate in a WebEx session without close coordination between the Support Manager system and the MediaTone Switching Network. Since the data in a WebEx session is shared using the Support Manager, which must establish a connection with a MediaTone Switching Network, these security features are inherent throughout the session. In short, each session is dynamic and involves a handshake between the Support Manager and the MediaTone Switch. Every WebEx Support Manager connection must authenticate properly prior to establishing a connection with the MediaTone Switch to join a WebEx session. The client authentication process uses a unique per-client, per-session cookie to confirm the identity of each Attendee attempting to join a WebEx session. Each WebEx session has a unique set of session parameters that are generated by the MediaTone Meeting Switch. Each authenticated Attendee must have access to these session parameters in conjunction with the unique session cookie in order to successfully join the WebEx session. Transportation Layer Security In addition to all the safeguards discussed in the application layer, for utmost security, WebEx by default encrypts all presentation content using the Advanced Encryption Standard (AES) algorithm and further secures all session content by encrypting the communication channel between the WebEx Support Manager and the MediaTone Switch using a 128-bit Secure Sockets Layer (SSLv3) encryption tunnel. Rather than using firewall port 80 (standard HTTP Internet traffic) to pass through the firewall, SSL uses firewall port 443 (HTTPS traffic). This enables customers to restrict access over port 80 without affecting their WebEx traffic. Lastly, WebEx Support session participants connect to the WebEx MediaTone Network via a logical connection; there is no peer-to-peer connection between the local machines. The logical connection is controlled by the WebEx Support Manager and is dedicated exclusively to WebEx session communications. As a result, there is no way to perform general-purpose tasks outside of what the WebEx Support Manager allows. Firewall Compatibility The WebEx Support Manager communicates with the WebEx switch to establish a reliable and secure connection. At the time of instantiation, the WebEx Support Manager determines the best method for communication. In the process of establishing this connection, the WebEx Support Manager attempts to connect using TCP (port 1270) or HTTP/HTTPS (port 80/443). Quite often port 1270 is blocked by a firewall and in this case the WebEx Meeting Service Manager tunnels all WebEx communications using HTTP/HTTPS. In the case that a WebEx site incorporates an Version 1.06 (031210) 207

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SSL connection, all the traffic is carried over HTTPS (port 443). Regardless of the connection established at the time of instantiation, by establishing this communication between the Support Manager and the WebEx switch, firewalls need not be specially configured to enable WebEx sessions. Post Support Meeting Once the Support Session ends, no session information is retained on the MediaTone switches or on Attendees’ PCs. If a TST opts that a session be recorded, the recording will be located either on a client machine or under the secured MyRecordings area – separate from the shared WebEx communications framework. This is analogous to a voice mail and the phone system. The voice mail itself is persistently stored separate from the core communications network, yet the communications network gave rise to the voice mail. The network itself retains no content; only the voice mail contains content. The only information that WebEx retains pertaining to a session is Event Detail Records or EDRs. WebEx uses the EDRs for billing and reporting purposes. The EDRs are stored at the WebEx Operational Database and are available to customers for review on their WebEx site once they have logged in using their User ID or for download from the WebEx site or through the WebEx APIs. Single Sign On Cisco supports federated authentication for user Single Sign On (SSO) using SAML 1.1, 2.0, and WS-Fed 1.0 protocols. Using federated authentication requires you to upload a public key X.509 certificate to your customized WebEx site. You then generate SAML assertions containing user attributes and digitally sign the assertions with the matching private key. WebEx validates the SAML assertion signature against the preloaded public key certificate before authenticating the user.

Third Party Accreditations Beyond its own stringent internal procedures, the WebEx Office of Security engages multiple independent third parties to conduct rigorous audits against internal policies, procedures, and applications. These audits are designed to validate mission-critical security requirements for both commercial and government applications. These auditors include Information Security Partners, LLC (iSEC Partners) for exhaustive network routing and application, and PriceWaterhouseCoopers, for SAS-70 Type II attestation, including auditing of controls against ISO 17799 controls. iSEC Network Routing iSEC Partners completed a variety of tests to confirm the routing to and from WebEx Meeting Attendees and the WebEx Collaboration Cloud. The tests covered both traces for WebEx production servers, and route confirmation traces for various network device configurations that included routers, firewalls, and load balancers. The results of this testing indicate that communication for U.S.-based WebEx sites does not route outside of the U.S. iSEC Source Code Review

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iSEC Partners performs ongoing, in-depth code-assisted penetration tests and service assessments. During these engagements, iSEC Partners receives access to WebEx servers, source code, and engineering staff. Unlike black box testing, this high degree of access enables iSEC Partners to:    

Identify critical application and/or service vulnerabilities and propose solutions. Recommend general areas for architectural improvement. Identify coding errors and provide guidance on coding practice improvements. Work directly with WebEx engineering staff to explain findings and provide guidance for remediation work.

SAS-70 Type II PricewaterhouseCoopers LLP performs an annual SAS-70 Type II audit in accordance with standards established by the AICPA. The controls audited against WebEx are based on ISO17799 standards. This highly respected and recognized audit validates that WebEx services have been audited in-depth against control objectives and control activities (that often include controls over information technology and security related processes) with respect to handling and processing customer data. ISO-17799 ISO-17799 is an internationally recognized information security standard published by the International Organization of Standardization (ISO) that provides best practice recommendations on information security management. It defines requirements for corporate security policies, data management, and access control, among other things. PricewaterhouseCoopers LLP compared WebEx security policies and practices to the control objectives described in ISO-17799, second edition for Information Technology - Security Techniques. The result of the audit was positive. In the opinion of PricewaterhouseCoopers WebEx services provide adequate controls as defined in this standard. For additional information on the ISO-17799 standard please see: www.iso.org/iso/support/faqs/faqs_widely_used_standards/widely_used_standards_other/informa tion_security.htm

* To gain a better understanding of UCF, it is useful to compare it to PDF. The PDF format is a bandwidthfriendly, encoded representation of the original object. This encoded content contains no original content but only a representation of the original content, which is interpreted by the Adobe Acrobat viewer. The WebEx Support Manager functions similarly. The WebEx Support Manager, running on the Presenter’s machine, encodes a representation of the original object and delivers only that representation to the Attendees within the session, who then render the content. The encoded content never contains the source presentation content and it is viewable only by the WebEx Support Manager. This unique approach results in two important benefits: Reduced bandwidth, since the encoded size is often 2-3 times smaller than the source; and increased security, since no clear text or original content ever leaves the Presenter’s machine. After the presentation content is encoded on the Presenter’s machine by the WebEx Support Manager, the content is “stamped” with a Session ID that only it and the Attendee’s Support Manager know. WebEx uses this value in order to thwart hackers from reassembling session content. These techniques provide safeguards to prevent reconstruction of the data conferencing portion of the WebEx session. References:   

“WebEx Support Center – Remote Support Security Overview” “Unleashing the power of real-time collaboration: Security overview of Cisco WebEx solutions.” WebEx Communications, Inc – 408-435-7000 - http://www.webex.com

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