Sounding alarms put straight through to monitoring
A panicked caller with a siren in the background needs a person who can verify them. The agent never handles a live alarm itself: it finds the account, hears what the keypad says, and puts them through to monitoring with that read out first.
An alarm going off, a forgotten code, a panel beeping, or a caller who thinks police are on the way.
Finds the account, notes the zone and what's happening, warm-transfers to your monitoring operator.
An operator who already knows the site and zone, and a note on the account afterwards.
How it works
- Hears it's urgent
A siren, a beeping keypad, "I can't turn it off". Those calls skip every other question.
- Finds the account
By the caller's phone number or the site address, so the operator has it on screen when they pick up.
- Notes what the keypad says
The zone or the message on the screen, if the caller can read it out without going anywhere unsafe.
- Puts them through
A warm transfer to your monitoring operator, with the account, site and zone said first. The operator verifies the caller.
- Never touches the system
It never gives a code, arms or disarms, cancels a dispatch, or says whether a signal came in. Those stay with your operators.
- Leaves a note
After the call, the account shows what the caller said and that the call went to monitoring.
Example call
- CustomerMy alarm's going off and I can't remember the code! My mom usually sets it.
- AI agentOkay, I'll get you to someone who can help right now. What's the address?
- Customer88 Rosedale Avenue, Brandon.
- AI agentThank you. Can you see what the keypad screen says from where you are?
- CustomerIt says zone 2, front door.
- AI agentGot it. I'm putting you through to our monitoring operator now. They'll ask you a couple of questions to confirm who you are.
After the call: The operator picks up knowing it's the Rosedale Avenue account, zone 2 front door, and a family member without the code. The account notes show the call and the transfer.
What your team gets
- Live alarm calls at an operator in seconds, not stuck in a menu
- The account, site and zone said before the operator speaks
- No codes, arming or cancelled dispatches handled by the agent
- A note on the account after every transfer
- Your monitoring line kept free for the calls only people can take
Questions
Will it ever give out an alarm code?
Never. It puts the caller through to monitoring, and your operator verifies them with the passcode on the account.
Can it cancel police?
No. Anything about a dispatch goes to your operator, who handles it the way your station does.
What if monitoring is a third-party station?
It puts the caller through to the number your station gives you, with the same short summary first.
Hear it on your phone
Request a demo call and the agent phones you, set up for security and alarm systems like yours.