Dispatch

Program #:  537

Module:    Account Management

Overview

Use the Dispatch tab in Data Entry (program #559) to view and treat incoming alarms. Dispatch includes tools to log specific details of each alarm event and its resolution, provide maps to installations that generate alarm signals, page patrol personnel, and view video footage related to alarm incidents. The Dispatch tab, combined with the following programs, provides operators with a complete system for receiving and treating alarms:

• Alarm Log

• Alarm Queue

• Open/Close Log

• Test Queue

• Texts

By using all of these resources effectively, operators get a clear, comprehensive picture of the incidents and actions taken on every account.

 

This document includes the following topics:

Navigating to Dispatch

Understanding Available Options and Alarm Messages

The Dispatch Tab

Getting an Alarm

Calling Next Contact

Handling an Alarm

Handling a UL Alarm

Understanding the Alarm Indicators

Zooming in on an Agency or Contact

Using Monitoring Commands

Using Monitoring Actions

Using Call Resolutions

Wrong Number Auto-Generated Comments

Using Alarm Resolutions and Event Extensions

Displaying an Image

Toggling the Alarm Queue

Viewing Video

Sending a Page

Using Agency Functions

Starting the IVR (Interactive Voice Response)

Two Way Voice

Autofeed Job Ending

Using eDispatch

Operator SMS

Navigating to Dispatch

Access Dispatch from the SBN main menu or from Data Entry Master and Basics (program #559) by choosing the Dispatch tab.

Use the following steps to access Dispatch from the main menu:

1.  From the main SBN toolbar, select Menu.

2.  From the drop-down menu, select Go To.

3.  In the Go To Program dialog box, type in "537" and press Enter.

  w Data Entry Master opens with the Dispatch tab displayed.

Note: If you select the Use Skills check box in both this tab and the Alarm Queue tab, new users only see alarms that match their skills. This prevents operators from handling alarms that they are not qualified to handle. When a new user navigates to the Dispatch tab, SBN unassigns all alarms currently assigned to the terminal that do not match the user's skills and sends them back to the general alarm pool.

Understanding Available Options and Alarm Messages

The following section outlines all options and alarm messages available in Dispatch.

Options

Option alatyp - Signal types generated for positions 1 – 20.

For example, an X in the first position tells SBN to generate an alarm when it receives an alarm signal type. A space in the first position tells SBN not to generate an alarm when it receives an alarm signal type.

So, if you set option alatyp to X_X_X_XXXXXXXXXXXXXX SBN generates Alarms for Alarm, Battery, and Supervisor signals, but does not generate alarms for Restore, Cancel, or Bypass signals.

Option algtyp - This option functions in much the same way as option alatyp, except the settings tell SBN to generate alarms or create a log only if that signal is currently in the Master Queue for the CID.

An X in the specific position tells SBN to generate an alarm for that signal type when an alarm of this type, for this CID, appears in the Master Queue. A space tells SBN to only log the event if this type of signal, for this CID, currently appears in the Master Queue.

For example, if you set option alatyp to <<XXXXX_XXXXXXXXXXXXXX>> and option algtyp to << X_X_XXXXXXXXXXXXXXXX>>, SBN generates exceptions for Alarm, Restore, Battery, Cancel, and Supervisor. If there is a signal in the queue, SBN generates another alarm for Alarm, Battery, and Supervisor. The system does not generate another alarm for Restore or Cancel, but rather only creates a log.

SBN looks to option alatyp first. This means if you set option alatyp to not generate an alarm for a specific type, SBN never checks option algtyp for this signal type.

Other monitoring options that rely on abbreviations are:

• alaabr - identifies the event type abbreviation. <<ARBcSYTMUL P Q>>

• alaabs - identifies physical status indicators. <<ARBcSYTOCL P io>>

• alaabc - identifies status that can be set manually. <<R OC    >>

• alares - identifies status that can be considered restored. <<RNOCP>>

• alareo - identifies restored status for restored zones. <<RN>>

• Option asap - This option must be on in order to use the ASAP Address Verification Queue (program #1675) and eDispatch to send alarm incidents to a PSAP in Dispatch (program #537).

• Option asapadri - Use this option to define the event extension that SBN records in the Alarm Log when SBN has sent an installation address to an agency to be verified (in program #1675) and the agency determines that the address is invalid.

• Option asapadrs - Use this option to define the event extension that SBN records in the Alarm Log when SBN submits an installation address to an agency to be verified in program #1675.

• Option asapadrv - Use this option to define the event extension that SBN records in the Alarm Log when SBN has sent an installation address to an agency to be verified (in program #1675) and the agency determines that the address is valid.

• Option asapalma - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the PSAP accepted the incident when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapalmr - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the PSAP rejected the incident when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapalms - Use this option to define the event extension that SBN records in the Alarm Log when you submit an alarm incident to a PSAP to be handled outside of SBN.

• Option asaparrv - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the agency arrived at the installation when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapclos - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the agency closed the alarm incident when you send an incident to a PSAP to be handled outside of SBN.

• Option asapdisp - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the agency has been dispatched to the installation when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapevt - Use this option to define the monitoring event that SBN records in the Alarm Log when you send an alarm incident to a PSAP to be handled outside of SBN. This is the same monitoring event that SBN records in the Alarm Log when a PSAP sends alarm incident updates to SBN, and when installation addresses are sent to agencies to be verified in program #1675.

• Option asapmsgi - Use this option to define the event extension that SBN records in the Alarm Log to indicate that SBN received an eDispatch Chat message from an agency.

• Option asapmsgo - Use this option to define the event extension that SBN records in the Alarm Log to indicate that a monitoring operator sent an eDispatch Chat message to an agency.

• Option asapmsgr - Use this option to define the event extension that SBN records in the Alarm Log to indicate that an agency rejected an eDispatch Chat message that a monitoring operator sent to the agency.

• Option asaptmot - Use this option to define the event extension that SBN records in the Alarm Log to indicate that an agency did not respond to an eDispatch alarm incident that an SBN operator sent to the agency and the request has timed out.

• Option ba108 - When on, SBN enters monitoring status changes and temporary comments in the Alarm Log.

• Option ba125 - When on, SBN computes the number of dispatches for the agency defined in program #1892 and attaches the number to the installation.

Note: IBS does not recommend using this option unless you specifically need it.

• Options ba171 and ba172 - When on, option ba171 displays the number of call out incidents in the last set number of days in the Dispatch tab, and ba172 determines the number of days to include in the calculation. In order for SBN to calculate this number, you must specify events as â€?Call Outâ€? events in Monitoring Event Extensions (program #1751).

• Option ba201 - When on, SBN considers accounts with identical member/dealer numbers as related. When you place one related account in the Test Queue, any related account that a user accesses in Monitoring displays the message "Related Installation In Test Queue" on the command line of the Dispatch tab.

• Option ba395 - When on, SBN prompts you to confirm adding a timer to an alarm with a priority of 1, 2, or 3.

• Option ba451 - When on, SBN toggle time defaults to premise time, and SBN sends a confirmation message. When off, the system resumes normal toggle time behavior and provides no prompts or defaults.

• Option ba468 - Defines the name of the GPS application that SBN launches when a user chooses the Location button, as well as a list of the parameters SBN passes to the application from the selected alarm event.

• Option ba520 - Set days in past to search all new alarms identified with a daily Cust Event number which resets to 1 at midnight server time.

• Option escortco - Defines the comment that appears in the Alarm Log when you choose the eEscort button.

• Option escortev - Defines the Monitoring Event that appears in the Alarm Log when you choose the eEscort button. (Enter an event number from Monitoring Events (program #1621) for the value of this option.)

• Option escortex - Defines the Monitoring Event Extension that appears in the Alarm Log when you choose the eEscort button. (Enter an event number from Monitoring Event Extensions (program #1751) for the value of this option.)

• Option fe010 - When on, Dispatch (Park) (SECURICOM Dispatch) bypasses guard functions Guard Cancel, Guard Report, Guard Arrived, and Guard Out.

• Option fe046 - The option is off by default. When turned on file ./fe/pro_fe_sms_find_recipients.sql must then be recompiled.

• Option grd_auto - Defines an external application that SBN sends details from alarm incidents to when users choose the Guard Auto Dispatch, Guard Cancel, and Guard Out monitoring actions.

• Option hseccol - Defines the color that contact names flagged as High Security (in Action Plans) appear in Dispatch.

• Option ma006 - When on, this option combines the Guard Dispatch monitoring action [ALT+CTRL+D] with the Call Guard [ALT+CTRL+O] and Dispatch (Park) [ALT+CTRL+X] monitoring actions, so that when you choose Guard Dispatch all three actions take place.

• Option ma024 - The value of option ma024 defines the external application that is called when you choose the Call External button.

• Option ma025 - When this option is on, SBN automatically calls the external application defined by option ma024 and sends the following parameters from the alarm incident after you resolve the incident and enter an event extension: Alarm Resolution, Operator ID, Incident Number, Dealer ID, Installation Number, Resolution Event, Resolution Event Extension, and Alarm Queue Number.

• Option ma026 - When this option is on, SBN records monitoring event 44 (Dispatch - Park) as Guard Dispatch in the Alarm Log.

• Option ma027 - When this option is on, SBN automatically attaches a timer to the selected alarm when you select the Guard Auto Dispatch monitoring action. The alarm turns bright green and SBN displays the text TM2 in the Operator Action column on the Alarm Queue tab. When the timer expires, the alarm turns back to red, and SBN displays the text T20 in the Operator Action column. When this option is off, SBN does not attach a timer to the selected alarm.

• Option ma029 - When this option is off, the alarm notification beep in Dispatch is disabled and cannot be turned on using the Alarm Beep icon or the Beep On/Off monitoring command. When this option is on, the alarm notification beep functions as usual.

• Option ma043 - When this option is on, the user number and name of the schedule event will display in the Alarm Log. When option is turned off the user number and name of the schedule event doesn't display in the Alarm Log.

• Option mapurl - Defines the URL that opens and to which SBN passes the installation latitude and longitude when you choose the Display Image button to view a map.

• Option maxolb - Defines the maximum number of hours that SBN recognizes an operator as being logged into the system; used to identify operators who rebooted rather than logged out. Use this option in conjunction with option minope.

• Option minope - Defines the minimum number of operators that must be logged into Monitoring. If you set the option to (0) zero, SBN allows all operators to log off the system. If you set the option to (1) one, SBN prevents the last operator from logging off. (Set Option to (1) one preventing last operator from logging off is a UL requirement.)

• Option mo002 - When on, this option removes ownership of a parked or timed alarm from an operator when SBN receives a second alarm by removing the terminal ID from the alarm. To actually treat the alarm, an operator (even the original operator) must take the alarm using the Alarm Take monitoring action.

• Note: IBS does not recommend that you use option mo002 because the original operator could lose ownership of the original alarm while treating it.

• Option mo006 - When this option is on, SBN logs signals even if they do not produce the exceptions caused by delay handling.

• Option mo009 - If this option is off and SBN receives an ALARM and RESTORE from Zone 1 and an ALARM and RESTORE from Zone 2, the SYS REMO function timer is set to the longer delay of the two zones. So, if Zone 1 has a delay of 60 seconds, and Zone 2 has a delay of 120 seconds, the function waits 120 seconds for the OPEN signal. If this option is on and SBN receives an ALARM and RESTORE from Zone 1 and an ALARM and RESTORE from Zone 2, the SYS REMO function timer is the individual delay for each zone. So, if Zone 1 has a delay of 60 seconds and Zone 2 has a delay of 120 seconds, the function waits 60 seconds for the OPEN on Zone 1 and 120 seconds for the OPEN on Zone 2.

• Option mo011 - When this option is on, SBN allows operators to transfer alarms to blank terminals without checking to see if the terminals are logged in. When off, SBN does not allow operators to transfer alarms to blank terminals, and checks to see if the terminals are logged in.

• Option mo103 - When this option is on, SBN removes alarm and cancel pairs as long as an operator has not taken the signal in Dispatch.

  w When SBN removes an alarm/cancel, alarm/restore, or trouble/cancel pair, the message SYS REMO displays in the Alarm Log for the account.

  w If an alarm currently appears in the queue, SBN does not remove a new alarm for this monitoring group/account with a cancel or restore.

• Option mo104 - When on, SBN removes alarm and restore pairs as long as an operator has not taken the signal in Dispatch.

  w When SBN removes an alarm/cancel, alarm/restore, or trouble/cancel pair, the message SYS REMO displays in the Alarm Log for the account.

  w If an alarm currently appears the queue, SBN does not remove a new alarm for this monitoring group/account with a cancel or restore.

• Option mo110 - When on, if a missed open or close occurs, SBN checks to see if the next signal that this zone receives is the expected signal. If so, SBN removes this event from the alarm queue if no operator has taken it and enters SYS REMO into the Alarm Log. When off, SBN handles the signal in the normal manner.

• Option mo111 - When on, the Events list displays the time of the alarm event in addition to the event abbreviation.

• Option mo126 - When on, the Extra Acknowledge monitoring action refreshes the action plan and contacts according to the newest incident.

• Option mo128 - When on, SBN logs user names that simulate alarms in Dispatch in the Alarm Log.

• Option mo133 - When on and there are no alarms in the queue within your selected priority range, SBN gets the next alarm with the highest priority when you choose Get Next Alarm. When option mo133 is off and there are no alarms in the queue within your selected priority range, SBN stops getting alarms when you choose Get Next Alarm.

• Option mo135 - When on, guard monitoring actions can occur out of sequence.

• Option mo136 - When on, the Call Next button calls phone numbers 2 and 3 of the current contact before moving on to the next contact. When option mo136 is off, SBN calls the first number of each contact and proceeds down the list in the contact order.

• Option mo150 - When on, an alarm that you transfer to another terminal behaves like a new alarm; the color changes from cyan to purple, or from yellow/green to red.

• Option mo152 - When off, if you toggle the Alarm Queue to appear in Dispatch, SBN displays only those alarms the terminal owns and those not yet assigned. If option mo152 is on, SBN displays the master queue, regardless of terminal ID.

• Option mo153 - When on, users can override the sequence of guard actions with a yes/no dialog instead of an error dialog.

• Option mo159 - When on, the Event List does not indicate when you type a wrong passcode.

• Option mo160 - When on, the Dispatch tab displays a small Alarm Log grid. The small Alarm Log grid displays the seven (7) most recent lines from the Alarm Log of the installation.

• Option mo163 - If option mo163 is on, the UL Grade field displays the UL Grade (Misc 42) selected in the Data Entry (program #559) Basics tab.

• Option mo169 - When on, several customer-specific fields appear in the Dispatch tab that are populated by alog_ovf.

• Option mo172 - When on, only a codeword registers as valid when a user handles an alarm. If a user enters a passcard, it registers as invalid. When this option is off, SBN accepts both codewords and passcards.

• Option mo173 - When on, SBN logs each use of the Dispatch auto-dial function in the Alarm Log.

• Option mo179 - When on, the Video Validation window lists zones that have the same schedule number as the missed open/close that triggers the alarm and have the Video Audit box selected in program #1733.

• Option mo180 - When on, this option combines an installation's action plan call list displayed in Dispatch (program #537) with the call list of the account entered in the Call List Account field of the Data Entry (program #559) Basics tab and the call list of the account entered in the Default Account field of Dealer Profiles (program #1537) for the installation dealer. When off, no call list merging takes place, and SBN displays only the installation's action plan contacts in Dispatch.

• Option mo183 - When on, you can navigate to other tabs in Data Entry (program #559) while the Event Extensions window in the Dispatch tab is open. When off, you cannot access any other Data Entry tabs while the Event Extensions window is open.

• Option mo197 - When on, if you enter the Guard Cancel monitoring action the following message appears: "Are you sure you want to cancel call out?"

• Option mo201 - Defines the maximum number of action plan contacts displayed in the call list pane of Dispatch. A negative value or 0 (zero) defaults to 300. The maximum value for this option is 1000 due to GUI restrictions.

• Option mo207 - When on, SBN automatically uses the Clear Screen monitoring command (ALT+CTRL+Z) to clear an alarm when you attach a timer to it in Dispatch.

• Option mo219 - When on, if a zone has action plan 0 assigned, and the installation panel has a Default Account with the same zone type and the Template Zones check box selected in program #1742, then the action plan from the Default Account zone of the same zone type appears in Dispatch rather than action plan 0. (Option mo157 must be on to use this option.)

• Option mo223 - This option activates automatic logoff for inactivity in SBN.

• Option mo224 - This option provides a value in minutes for automatic logoff for inactivity in SBN. Inactivity in Dispatch for more than the set time will open a window reading "You are being logged off due to inactivity. To return to SBN, click the Cancel button."

• Option mo225 - When on, a balloon message appears in the notification area on the right side of your Windows taskbar when another user takes an alarm you are handling in Dispatch.

• Option mo235 - This value option, blank by default, stores a comma-delimited list of event extensions that enable an automatic Guard Dispatch monitoring action if the Allow Auto Dispatch check box is selected in Patrol Agencies (program #1717). If you choose the automatic dial button for a patrol agency and select one of the event extensions specified by this option, SBN automatically executes the Guard Dispatch action. If this option is blank, SBN does not execute the automatic Guard Dispatch action even if the patrol agency has the Allow Auto Dispatch check box selected in program #1717.

• Option mo239 - When on, SBN only autofeeds alarms to a user on installations with the same dealer that is assigned to the user in program #1811 when alarm autofeed is enabled in Dispatch.

• Option mo240 - With this option on and the "Allow Auto Dispatch" flag unchecked for the assigned guard agency in the Patrol Agencies program (program #1717), if the guard has been dispatched, the other guard commands (arrived, out, etc.) are not required to resolve the alarm.

• Option mo241 - This option must be on in order to use alarm autofeed in Dispatch. When this option is off and action 537/146 is off in your action profile, the Autofeed Status field and the Priority and Chronological check boxes do not appear in Dispatch.

• Option mo242 - Defines how often, in seconds, SBN applies changes to alarm autofeed status and alarm priority sorting from Temporary User Skills (program #531) to Dispatch.

• Option msmp - Defines the country SBN uses when implementing the Microsoft Map Point Integration.

• Option premabbr - Defines the 4-character abbreviation for premises SBN uses when you add a phone number to the call list that appears in the Dispatch tab.

• Option runper - Sets the period (in seconds) to check for a signal count for runaway parameters. If you set the option to (0) zero, the check does not occur. The default is 0.

• Option runcnt - Determines the number of signals (within the time period defined in option runper) required before SBN displays a runaway warning in Monitoring. The default is 0; SBN displays no warning. If you access an account in monitoring that meets the parameters defined in options runper and runcnt, the message 'RUNAWAY!' displays in the upper pane of the Dispatch tab.

• Option tm2val - Defines the default number of minutes SBN uses for the patrol timer (Timer 2) that SBN attaches to an incident when you use the Guard Auto Dispatch monitoring action.

• Option undfapl - Use to define the default action plan SBN applies if the action plan attached to the zone for the incoming alarm does not exist.

• Option undfgrp - Use to define the default Monitoring Group SBN assigns if the action plan attached to the zone for the incoming alarm does not exist.

Alarm Messages

The following messages appear on the top line of the Dispatch tab if the conditions or options controlling them are met:

• The message 'FALSE LIMIT EXCEEDED!' displays on the Dispatch tab if you define a false alarm limit for this account.

• Accounts that exceed the limits defined by options runcnt and runper display an icon in the fourth slot of the status bar or the message 'RUNAWAY!'

• Accounts with related installations in the test queue (when option ba201 is on) display an icon in the third slot of the status bar or the message 'RELATED IN QUEUE!'

Note: SBN considers accounts related when they have the same data entered in the Member field of Data Entry Master (program #559).

The Dispatch Tab

The following graphic shows the Dispatch tab with alarm information displayed.

 

Field Descriptions - Dispatch

The following table describes the fields in the upper pane of the Dispatch tab.

Comment Text Field

The Comment field in Dispatch allowed you to add comments that will display in the Comment field of the Action Plans detail subwindow. This appears only for individuals contact in Action Plans, and not for agencies.

The Action Plans detail subwidow.

Column Descriptions - Call List

The following table describes the columns that appear in the Call List (the lower pane of the Dispatch tab). You can create and update call lists for each installation in the Action Plans tab of Data Entry (program #559).

Note: When a contact has a sequence number of 0, or if the contact is only available during certain days and times and the alarm occurs outside the designated window, SBN displays the contact line item in gray. Use the arrow buttons on your keyboard to scroll through the list of contacts. Option mo201 defines the maximum number of action plan contacts displayed in the call list.

When option mo219 is on, if a zone has action plan 0 assigned, and the installation panel has a Default Account with the same zone type and the Template Zones check box selected in program #1742, then the action plan from the Default Account zone of the same zone type appears in Dispatch rather than action plan 0. (Option mo157 must be on to use this option.)

 

Getting an Alarm

You may use one of two ways to take control of an alarm:

•  You can choose Get Next Alarm in the Dispatch tab

Note: We recommend that you use Get Next Alarm in the Dispatch tab because SBN distributes alarms based on your pre-defined settings through this function.

• You can bring the alarm over from the Alarm Queue tab. For more information on how to bring an alarm over from Alarm Queue, see Alarm Queue.

Selection of the Hidden or Visible check box in the Alarm Queue affects the Get Next Alarm function. For example, if the Visible check box is selected, Get Next Alarm gets the next alarm displayed in the Alarm Queue that matches your pre-defined settings and disregards hidden alarms. (For more information on visible and hidden alarms, see the Priority View Selection field descriptions in the Alarm Queue document.)

Option mo133 also affects the Get Next Alarm function. Regardless of this option setting, SBN gets the next alarm in the queue within the range of priorities you enter using the Set Priority monitoring command. When option mo133 is on and there are no alarms in the queue within your selected priority range, SBN gets the next alarm with the highest priority. When option mo133 is off and there are no alarms in the queue within your selected priority range, SBN stops getting alarms when you choose Get Next Alarm.

When option mo225 is on, a balloon message appears in the notification area on the right side of your Windows taskbar when another user takes an alarm you are handling in Dispatch.

Use the following steps to get an alarm in Dispatch:

1.  In the Dispatch tab, choose Get Next Alarm.

  w The alarm displays in the Dispatch tab. After the alarm displays, a pop-up text window may open. (For more information on pop-up windows, see Understanding Pop-Up Text Windows below.)

Note: The event ACX appears in the Event Log in the right of the window to show that you now have active control of this alarm.

2.  Treat the alarm, as needed.

Note: A confirmation message box appears if you attempt to take an alarm that does not match your current skill set. You must choose Yes or No in order to proceed with working the alarm.

Understanding Pop-Up Text Windows

The Dispatch pane contains four boxes to activate pop-up text windows:

• Action Plan Text

• Temporary Text

• Standard Text

• Non-Standard Text

If any of these boxes contain a check mark, pop-up text windows may automatically open upon initial receipt of an alarm in Dispatch or after an operator takes an alarm.

Several actions control whether these pop-up windows open:

• Action 537/120 (Action Plan)

• Action 537/121 (Temporary)

• Action 537/122 (Standard)

• Action 537/123 (Non-Standard)

If your action profile includes these actions, SBN displays the text windows when you first receive an alarm. If your action profile does not include these actions, you can manually open the text windows by right-clicking the flashing labels. You can also open the text windows using shortcut keys:

• Action Plan Text [SHIFT+F6]

• Temporary Text [SHIFT+F7]

• Standard Text [SHift+F8]

• Non-Standard Text [SHift+F9]

An additional pop-up text window may appear that displays a message defined in Monitoring Status (program #1540). Dispatch does not include a function to re-display the message once an operator closes it.

The following graphic shows an example of a pop-up text window.

Calling Next Contact

Use Call Next Contact to automatically call contacts in the correct order. Option mo136 controls the order in which SBN places the calls. When the option is on, Call Next calls phone numbers 2 and 3 of the current contact before moving on to the next contact. When the option is off, SBN calls the first number of each contact and then proceeds down the list in the contact order.

Once SBN calls the contact, the contact number turns blue; you can easily determine which contacts you have called.

Use the following steps to call the next contact:

1.  Choose Call Next Contact.

  w The Event Extensions dialog box opens.

Note: SBN restricts the Event Extension menu to those associated with the same dealer ID as is associated with the account.

When you call an agency with a permit comment entered in Permit Profiles (program #1716), the comment text displays in the Event Extensions dialog box.

2.  Select the event extension for the call you just made.

3.  Type a comment, if needed.

Note: When option mo183 is on, you can navigate to other tabs in Data Entry (program #559) while the Event Extensions window in the Dispatch tab is open. When this option is off, you cannot access any other Data Entry tabs while the Event Extensions window is open.

4.  Choose Save.

  w The line for the contact called turns blue. SBN creates a log entry.

Note: If you choose Esc or Exit without Saving, SBN does not change the color of the contact line and does not create a log entry.

Must Call Contacts

If the Must Call column for a contact is marked with an X on the Action Plans tab, it means that you must call that contact before resolving the call. When you choose Alarm Resolutions button, the Must Call dialog box appears, displaying the Must Call Contacts. However, if the Seq# column displays 0 for a contact with an X in the Must Call column, this contact will not appear in the Must Call dialog box.

Handling an Alarm

The following steps outline an example of how to handle an alarm. Your company’s policies may dictate that your actual procedure may vary from the example.

Generally, details like service tickets, date online, alarm history, etc. do not affect the alarm monitoring process. However, in special situations (such as when police are onsite and need more information, or when someone claims to be a technician but does not know the proper code), you may be able to assist by considering the details of the account.

Note: You should NOT change standard alarm response procedures set by your company, and should NOT delay initial alarm response because you are trying to note every detail.

Use the following steps to handle an alarm:

1.  Choose Get Next Alarm.

  w SBN chooses the most important alarm based on priority and age.

2.  Review subscriber information and event type in order to determine an appropriate action. Also review any comments for the account in the following check boxes:

• Action Plan Text

• Standard Text

• Non-Standard Text

• Temporary Text

3.  Choose Verify Phone 1 [alt+ctrl+v] from the Monitoring Actions menu to place the first verification call to the premises.

  w SBN dials the number and logs the call in the Alarm Log. (The Operator must note the verification call properly for the tape logs.)

4.  If someone answers the call and provides the proper codeword or passcard, dispose of the call and skip to Step 9.

5.  If no one answers the call or you reach an answering machine, etc., log the call resolution properly.

6.  Choose Call Police [alt+ctrl+p] from the Monitoring Actions menu to dispatch the police to the premises, as the call was not resolved satisfactorily.

  w This causes SBN to log the event and dial the appropriate police station.

7.  Inform the police agency of the alarm according to the script your company uses.

For example, your company may require you to identify:

• Yourself and your operator ID

• Your security company

• The alarm type (including zone details)

• The premise type (business or residential)

• The address, name and phone number of the premises

• The call back number

At this point, having completed the initial response to the alarm, you may need to move on to new alarms or handle other alarms that you previously set aside. Whether you should continue treating the current alarm, get a new alarm, or continue treating older alarms depends on your company’s policy.

8.  Call the first contact and deal with them as stated in your company script.

  w SBN logs the event and dials the correct number.

9.  Choose Call Resolutions to note the result of the call.

10. Dispose of the alarm appropriately. (For example, if the customer responds correctly to the verification call and states that the alarm was false, choose False Alarm [ALT+F1] from the Call Resolutions menu.)

  w SBN asks you to confirm the selection with a random function key.

11. Choose the function key or button to confirm.

  w The Event Extension dialog box appears.

Note: When option mo183 is on, you can navigate to other tabs in Data Entry (program #559) while the Event Extensions window in the Dispatch tab is open. When this option is off, you cannot access any other Data Entry tabs while the Event Extensions window is open.

Note: The Comment column in the Alarm Log displays a maximum of 4 lines with 63 characters per line. Any text you type above this maximum does not appear in the Alarm Log.

12. Select an event extension from the menu and type a comment, if needed.

Note: For more information on specific event extensions see Using Alarm Resolutions and Event Extensions.

13. Choose Save.

  w The Call List line of the contact you called turns blue. SBN creates a log entry.

Note: If you choose Esc or Exit without Saving, SBN does not change the color of the contact line and does not create a log entry.

Handling a UL Alarm

Once you acknowledge the alarm and dispatch the agency, in order to satisfy Underwriters Laboratories requirements, the following functions must occur:

Disposing of a UL Alarm

If any of the previous steps do not occur, SBN displays �Information required by UL has not been given!� and the alarm is still ACTIVE.

This functionality is only active if the Spec. Tick check box or the Spec. Tick 2 check box in UL Security Grades (program #1732) is selected for the UL grade attached to the zone that triggered the alarm event. Each of these check boxes corresponds to a different UL Rule.

If the Spec. Tick check box is selected in UL Security Grades, UL Rule 1 requirements must be met before an alarm can be disposed of. UL Rule 1 requires that an operator call two of the following Action Plan contacts before disposing of an alarm event in Dispatch: a police agency, patrol agency, or an Action Plan contact (or contacts) flagged as Investigator(s).

If the Spec. Tick 2 check box is selected in UL Security Grades, UL Rule 2 requirements must be met before an alarm can be disposed of. UL Rule 2 requires that an operator call either a police agency, patrol agency, or an Action Plan contact flagged as Investigator before disposing of an alarm event in Dispatch.

Understanding the Alarm Indicators

If action 537/136 is enabled in your user action profile and you are working in a program outside of SBN, a balloon message appears in the notification area on the right side of your Windows taskbar when there is a new signal that has not been acknowledged in the Alarm Queue. You may click on the balloon message to access SBN. (Define the text for this message in GUI BASMES 14230.) NOTE: This is a UL requirement. Turning this option off will take you out of UL compliance.

The following graphic displays the notification balloon message:

A lightning bolt symbol appears in the SBN status bar and a tone sounds when an operator is handling an alarm for an account and another alarm for that account comes in. This tone, which has a frequency of 2300 hz, directly follows the normal beep in Monitoring, which has a frequency of 1150 hz.

Zooming in on an Agency or Contact

Zoom in on an agency or contact to bring up an additional window that shows detailed information for each contact or agency. This is a read-only window. For contacts, this information includes the call times and days from the Action Plans tab when you may call a contact, as well as pertinent medical information for the contact. You can call a contact by selecting the icon next to the corresponding field in the Contact Basic tab.

You can update agency and contact details in the Action Plans tab of Data Entry (program #559).

Agency Detail Window

If the selected Police Agency has Address Type UN defined and the Special Info check box selected in program #1546, a Dispatch Agency button and a Cancel Dispatch button appear in the Agency Detail window. If your company uses Webservices integration, choosing the Dispatch Agency button transmits a signal from SBN to Webservices to dispatch the police agency. Choosing the Cancel Dispatch button transmits a signal to Webservices to cancel the police dispatch.

If the selected Police Agency does not have an Address Type defined or the Special Info check box selected in program #1546, these buttons do not appear.

The following graphic shows the Agency Detail window.

Field Descriptions - Agency Detail

The following table describes the fields in this window.

Contact Details Window - Basic Tab

The following graphic shows the Contact Details window with the Basic tab displayed.

Field Descriptions - Contact Details Window - Basic Tab

The following table describes the fields in the Contact Details Basic tab.

Contact Details Window - Medical Tab

The following graphic shows the Contact Details window with the Medical tab displayed.

Field Descriptions - Contact Details Window - Medical Tab

The following table describes the fields used in the Contact Details Medical Tab.

Using Monitoring Commands

Operators use Monitoring Commands [F2] to take actions in the Dispatch window that do not directly affect the current alarm.

The following table describes the monitoring commands and their shortcuts.

View Accounts Accessed

ACNTS ACC [Ctrl+A]

Use this command to open a window that displays information on all the accounts you have viewed in Service/Data Entry. The window displays the Customer ID, Operator Action, Customer Name, Date, and Time for each account accessed.

Use the following steps to view all accounts accessed:

1.  Choose Monitoring Commands.

  w The Monitoring Commands menu opens.

2.  Choose ACNTS ACC from the menu.

  w The Accounts Accessed window opens.

Beep On/Off

Beep [Ctrl+Q]

Use this command to turn the Alarm Beep on or off. Another way to turn the beep on or off is by double-clicking the speaker icon in the upper right of the Dispatch tab (based on your miscellaneous profile).

• Beep - on

• Beep - off

Note: If no panel types have the Alarm Beep check box selected in program #1742, then SBN functions as usual; any alarm in the Alarm Queue will cause a beep. If at least one panel type has the Alarm Beep check box selected, the system only produces a beep if an alarm with this panel type is in the Alarm Queue. In addition, the user will not be allowed to turn the Alarm Beep in Dispatch off or on.

If option ma029 is off, the alarm notification beep in Dispatch is disabled and cannot be turned on using the Alarm Beep icon or the Beep On/Off monitoring command. When option ma029 is on, the alarm notification beep functions as usual.

Clear Screen

CLR SCRN [Alt+Ctrl+Z]

Use this command to clear the Dispatch tab.

Front End Commands

FREND CMD [Ctrl+F]

Use this command to open HSL Commands (program #1572) or DCC Commands (program #1788). See HSL Commands or DCC Commands for more information.

Open/Close Log Insert

OCLOG INS [Alt+Ctrl+S]

Use this command to add the selected contact to the Open/Close Log.

Use the following steps to add to the Open/Close Log:

1.  In the Call List pane, select the contact you want to add to the log.

2.  Choose Monitoring Commands.

  w The Monitoring Commands menu opens.

3.  Choose OCLOG INS from the menu.

  w SBN asks if you want to insert that contact.

4.  Choose Yes.

  w SBN inserts the date, time, and contact name into the Open/Close Log.

Set Priority

SET PRIO

Use Set Priority to set the minimum and maximum priorities for the Get Next Alarm button.

Note: This setting also applies to the Alarm Queue. For example, if you set the minimum priority to 10 and the maximum priority to 50, you will only see alarms in the Alarm Queue that have priorities 11-50. (The priority setting has no effect on Customer or Merged modes of the Alarm Queue.)

Simulate Alarm

SIM ALRM [Ctrl+S]

Use Simulate Alarm to create a signal on an account.

Field Descriptions - Simulate Alarm

The following table describes the fields in this dialog box.

Testing Signal Translations

To test signal translations for Alarm Translation Tables (program #1876) using the Simulate Alarm command, you must use the following format:

• In Comment

q    The first three characters match the â€?Formatâ€? from program #1876.

q    The fourth character can be anything.

q    Characters five+ must match the Message ID.

• In Orig

q    The first two characters must match the receiver ID.

q    The last four characters must be ##RW

Switch Plan

SWITCH PLAN [Ctrl+I]

Use this command to switch the action plan viewed in Dispatch. The Switch Plan dialog box appears.

Note: Users can manually override a redirected action plan by using this function.

Choose from the menu of action plans available on the account. Action 537/112 controls access to this function.

Select the Force Redirection check box to replace the current plan with the temporary replacement plan or permanent substitute plan set up for the selected action plan in the Action Plans tab. For example, if Action Plan 0 has a temporary replacement plan 1 in place for Monday and Tuesday every week, if you attempt to switch the action plan to 0 on a Monday or Tuesday, the action plan will be switched to 1 if the Force Redirection check box is selected.

Note: When option mo236 is on, the Force Redirection check box is selected automatically when the Switch Action Plan dialog box opens. When the option is off, the Force Redirection check box is not selected.

Toggle Skills On/Off

SKILL +/- [Ctrl+K]

Use Toggle Skills to select and clear the Use Skills check box in Dispatch and the Alarm Queue. This function controls whether you use skills to filter the alarms in the queue and for Get Next Alarm.

Set Skill Filter

SKILL FILTER [Ctrl+Y]

Use Set Skill Filter to set the skill requirements for the current monitoring session.

 

When you mark a selection, only those alarms matching the selected skills display and are available for treatment. You can only set skills that a user defines in SBN -- blank skills are not valid. Define skills in Skills (program #1862).

Set Skill Requirements for Current Alarm

SKILL REQ [Ctrl+U]

Operators use Set Skill Requirements for Current Alarm to set the skills for the current signal. The command opens a window in which company-specific parameters send alarms to the operator with skills set for those specific parameters.

When you select a skill, only those operators with matching skills can view/select the alarm. When you set a skill requirement, SBN logs the action in the Alarm Log.

Attach Timer

TIMER [Ctrl+N]

Use Attach Timer to attach an operator timer to an alarm. Action 537/104 controls access to this command.

In the Attach Timer dialog box, type the duration of the timer or select the date and time that the timer expires. You can also type the priority you want the signal to have when the timer expires. You can attach a separate timer to each incident.

The timer enters a line in the Alarm Log and displays the duration and the priority in the comment field. If a user Comment is defined in the Comment field. It will then display the duration, priority, and the defined user comment in the Alarm Log. The log only displays hours and minutes unless days have been specified.

 

Note: If an Event Extension has a duration time set within Monitoring Event Extensions (#1751), and a user selects that event in the Attach Timer screen, the Duration field will automatically populate with the defined time from #1751. Users can change what is populated in the Duration field if needed.

Once you set the timer parameters, if option ba395 is on and the alarm is priority 1, 2, or 3, SBN asks you to confirm your selections in a dialog box. Option ba395 is off by default.

When option mo207 is on, SBN automatically uses the Clear Screen monitoring command (ALT+CTRL+Z) to clear an alarm when you attach a timer to it. If the Auto Feed check box is selected, the next alarm appears.

Note: If you set an operator timer (TIMER) or a patrol timer (TIMER 2) on an alarm with any existing timer, the second timer cancels the first timer and resets it for the duration of the second timer.

Use the following steps to attach a timer:

1.  Choose Monitoring Commands.

  w The Monitoring Commands menu opens.

2.  Choose TIMER from the menu.

  w The Attach Timer dialog box opens.

3.  Complete the fields, as needed.

4.  Choose Save.

Attach Timer 2

TIMER 2

Use Attach Timer 2 to attach a patrol timer to an alarm.

In the Attach Timer dialog box, type the duration of the timer or select the date and time that the timer expires. You can also type the priority you want the signal to have when the timer expires. You can attach a separate patrol timer to each incident.

The timer enters a line in the Alarm Log and displays the duration and the priority in the comment field. If a user Comment is defined in the Comment field. It will then display the duration, priority, and the defined user comment in the Alarm Log. The log only displays hours and minutes unless days have been specified.

Note: If you set an operator timer (TIMER) or a patrol timer (TIMER 2) on an alarm with any existing timer, the second timer cancels the first timer and resets it for the duration of the second timer.

Use the same steps to attach a patrol timer to an alarm as you use to attach an operator timer, but choose TIMER 2 from the Monitoring Commands menu instead of TIMER.

Transfer Alarms

TRAN ALA [Ctrl+R]

Use Transfer Alarms to move alarms from the current terminal to a specified terminal. SBN displays a dialog box for you to specify whether you want to transfer all alarms or only one alarm to the terminal number you enter in the Terminal ID field.

 

If option mo150 is on, an alarm that you transfer to another terminal behaves like a new alarm. The alarm color changes from cyan to purple, or from yellow/green to red.

Note: When action 537/137 is on, the All Alarms check box is available in the Transfer Alarms dialog box (CTRL + R). When the action is off, the All Alarms check box is inactive and you cannot select it.

If you leave Terminal ID blank, the alarm returns to the queue without any terminal number attached to it. If option mo011 is off, the operator cannot transfer alarm(s) to a blank terminal, and SBN verifies the destination terminal is logged on. Once you transfer the alarm, SBN adds an entry in the Alarm Log indicating that you transferred an alarm and displays the terminal number to which you transferred it.

Note: Set up terminals in Terminals (program #1861).

Video Validation

VIDEO VALIDATION [Ctrl+H]

This command is active if the current alarm contains zones that have the Video Audit check box selected in Zone Types (program #1733).

Note: If option mo179 is on, the Video Validation window lists zones that have the same schedule number as the missed open/close that triggered the alarm and have the Video Audit check box selected in program #1733.

Use Video Validation to bring up a window with list of zones flagged for auditing. The tabs at the bottom of the window display action plan texts for the highlighted zone.

View each zone listed in the Video Audit window and assign status Pass, Fail, Cannot Test, or you can leave the status blank (meaning the zone has not been audited). Double-click a zone to change its status and toggle between the different statuses.

The status you assign to each zone appears as an event in the Alarm Log. (Event Vi.Val Pa indicates Video Validation passed; event Vi. Val Fa indicates Video Validation failed.)

If the current alarm contains a zone that has the Video Audit Exc check box selected in program #1733, SBN generates an incident in the Alarm Log if the zone fails the audit.

Using Monitoring Actions

Operators use Monitoring Actions to perform actions that lead to the disposal of an alarm and to log the results of such actions.

Select the Action List check box in Monitoring Events (program #1621) for each event you want to appear in the Dispatch Monitoring Actions drop-down menu, or do not select the Action List check box for any events to use the default monitoring actions list below.

Note: Actions 195/1-195/255 correspond to monitoring events in program #1621. (For example, action 195/12 is for monitoring event 12 Alarm Take.) In order to use a monitoring event in Dispatch, you must enable its action in your action profile in program #1502.

The following table describes the monitoring actions and their shortcuts.

Alarm Take

ALARM TAKE [Alt+Ctrl+G]

Use Alarm Take to take control of an alarm being treated by another operator. When you take the alarm, SBN associates your terminal number with this alarm, and TAK appears in the Events List.

You can call agency contacts after you take an alarm by selecting the auto-dial icon next to the contact's telephone number. If you dial an agency contact with a Permit and Permit Comment assigned to it (or if the Special Info check box is selected in Action Plans), the Agency Detail window opens. You can dial any number for the agency contact from the Agency Detail window.

Note: To use this Monitoring Action, you must display an active incident in the Dispatch tab.

Note: When you use the Alarm Take action, SBN compares your user skill set and your action profile skill set to the alarm skills (not your temporary skill set defined in program #531), to determine whether you are qualified to handle the alarm.

Call GSM

CALL GSM [Ctrl+shift+g]

Use Call GSM to:

• Activate the auto-dialer.

• Record in the Alarm Log that you placed a call to the GSM phone number in the call list.

When you perform this action, Call GSM appears in the Events List.

Call In

CALL IN [Alt+Ctrl+J]

Use Call In to create an entry in the Alarm Log for a contact that calls in to the monitoring station. Select Call In from the Monitoring Actions menu. The Call In window appears.

The following table describes the fields in this dialog box.

Once you have completed the Call In fields, press Save. The new information appears in the Alarm Log tab.

Call Resolution

CALL RES [Alt+Ctrl+Y]

Use Call Resolution to attach an event extension to a contact indicating how you resolved the incident.

Note: When option mo183 is on, you can navigate to other tabs in Data Entry (program #559) while the Event Extensions window in the Dispatch tab is open. When this option is off, you cannot access any other Data Entry tabs while the Event Extensions window is open.

Note: The Comment column in the Alarm Log displays a maximum of 4 lines with 63 characters per line. Any text you type above this maximum does not appear in the Alarm Log.

When you perform this action, CAR appears in the Events List.

You can set up custom call resolutions in Monitoring Events (program #1621). Call resolutions 140 - 144 and 230 - 239 are available to customize. No Event Extensions are assigned at this time. You can rename or remove these resolutions from the system via Monitoring Events. Select the Call Resolution check box in program #1621 for each event you want to appear in the Dispatch Call Resolutions drop-down menu, or do not select the Call Resolution check box for any events to use the default call resolution list. (See Using Call Resolutions for the default call resolution list.)

Comment

COMMENT [Alt+Ctrl+L]

Use Comment to attach a comment to an incident in the Alarm Log. The Comment column in the Alarm Log displays a maximum of 4 lines with 63 characters per line. Any text you type above this maximum does not appear in the Alarm Log.

You may add a comment to an incident that another operator is currently handling. When you perform this action, COM appears in the Events List.

You may also flag a comment as high priority by selecting the High Priority check box.

Note: You may not add a high priority comment to a resolved event. High priority comments display in the Alarm Log with the event title, H.COMM, in blue text and the comment text in green.

Note: After you enter a comment for an alarm incident and choose Save, the Event Extensions dialog box does not appear.

Communication Type

COMMUNIC [Alt+Ctrl+U]

Communication Type is a UL-required field. For a UL account, you must log how you contacted the guard. The event extensions are Phone or Radio. A comment appears in the Alarm Log with the specific communication type. When you perform this action, COM appears in the Events List.

Contact Reach

CON REACH [Alt+Ctrl+C]

Use Contact Reach to record in the Alarm Log when you reach a contact. When you perform this action, CO+ or COR appears in the Events List.

Contact Reach (Cancel)

CONT REACH [Alt+Ctrl+4]

Use Contact Reach (Cancel) when you enter the Contact Reach action in error and need to remove it. When you perform this action, COR appears in the Events List.

Contact Timer

CONT TIMER [alt+ctrl+7]

Use Contact Timer as a timer for when you expect the contact to call back.

When you perform this action, COT appears in the Events List.

Call Contact 1-6

CONTACT 1-6

Use Call Contact 1-6 to:

• Activate the auto-dialer.

• Record in the Alarm Log that you placed a call to a specific contact number.

When you perform this action, CO1, CO2, CO3, CO4, CO5, or CO6 appears in the Events List depending on which contact was called. If you called an agency, the agency type appears in the Events List.

Call Contact >6

CONTACTX

Use Call Contact >6 to:

• Activate the auto-dialer.

• Record in the Alarm Log that you placed a call for a contact greater than 6.

Customer Called In

CUS. CALL [alt+ctrl+1]

Use Customer Called In to record the CUS event in the Alarm Log. SBN logs the name of the contact you select in the Call List pane of the Dispatch tab.

Dispatch Comments

DIS MANUAL [Alt+Ctrl+0]

Use Dispatch Comments to type information about a patrol response. SBN logs all information entered about the response in the Alarm Log as a comment. When you perform this action, AVS appears in the Events List.

Dispatch Information

DISP INFO [alt+ctrl+I]

Use Dispatch Information to enter information the patrol or police agencies give you. SBN logs this information in the Alarm Log.

When you use this action, you must use:

• The Agency ID - which can be the agency’s incident number

• The Guard ID - which can be the ID of the user treating the alarm

When you use this action, DPI appears in the Events List.

Dispatch (Park)

DISPATCH [alt+ctrl+X]

You can use Dispatch (Park) after dispatching an alarm, but prior to the final disposition of the alarm. Once you place an alarm in Park mode, you must dispose of it to remove it from Park. After you dispose of the alarm, SBN removes it from park, which is not affected by the timer. Option mo012 controls this action.

Note: If option fe010 is on, Dispatch (Park) (SECURICOM Dispatch) bypasses guard functions Guard Cancel, Guard Report, Guard Arrived, and Guard Out.

Note: The code that SBN actually enters in the log is company-specific. You may use Park once an agency is on the scene during an incident, but cannot reset the system. The dispatch has occurred and no more can be done, but the signals are still being sent and received. The Park command allows the operator to monitor continuing incoming signals (new signals move the alarm back to the top of the queue and then back to the bottom) without having to respond to each one. A new signal turns the color from ice blue to purple and moves the alarm up in the queue below new alarms. Getting the alarm returns the color to ice blue.

Company option mo002, if on, removes ownership of a parked or timed alarm from an operator when SBN receives a second alarm by removing the terminal ID from the alarm. To actually treat the alarm, an operator (even the original operator) must take the alarm using the Alarm Take command.

Note: IBS does not recommend that you use option mo002 because the original operator could lose ownership of the original alarm while treating it.

When you perform this action, DIS appears in the Events List and the line for this incident in the Alarm Queue turns ice blue.

Redial Last Number

EV112 [CTRL+SHIFT+c]

Use Redial Last Number to redial the last contact or agency phone number. This action prompts the auto-dialer again, and SBN logs the call in the Alarm Log.

Patrol Comments

EV122 [CTRL+SHIFT+M]

This action opens the Patrol Comments dialog box. Use this action to associate a patrol assignment with a particular user. Upon choosing OK, SBN logs the information you enter as a line item in the Alarm Log.

Extra Acknowledge

EXTRA ACK [alt+ctrl+h]

Use Extra Acknowledge to acknowledge an incident for the same installation.

Note: When option mo126 is on, the extra acknowledge refreshes the action plan and contacts according to the newest incident.

Call Fire

FIRE [alt+ctrl+F]

Use Call Fire to:

• Select the fire agency listed in the contacts.

• Dial the agency to dispatch firefighters to the premises. This only works if the installation has a defined agency. If the installation lists no agency, SBN takes no action.

When you perform this action, FIR appears in the Events List.

Call Guard

GUARD [alt+ctrl+O]

Use Call Guard to:

• Create a patrol ticket for the alarm.

• Automatically call the patrol agency defined for the installation.

When you perform this action, GUD appears in the Events List, and SBN requires the following guard actions in the following order before you can resolve the alarm: Guard Dispatch, Guard Arrived, and Guard Out.

Note: When option mo153 is on, it allows users to override the sequence of guard actions with a yes/no dialog. SBN uses GUI message 3160 (defined in program #1606) for this dialog.

Guard Arrived

GUARD ARR [alt+ctrl+A]

Use Guard Arrived to record when the patrol agency arrives on the premises. If option mo135 is off, you can only use this function after you use the Call Guard or Guard Dispatch functions. When on, this option allows Guard Dispatch events to occur out of sequence.

A timer starts when you use Guard Arrived. The timer expires when any of the following actions occur:

• Guard Dispatch (Resets the timer)

• Guard Arrived

• Guard Out

• New Alarm (Alarms ALWAYS cancel pending timers)

When you perform this action, GUA appears in the Events List.

Note: When option temp150 is on, and you select the Guard Arrived action, you cannot set the On Site time to a time in the Patrol Ticket window that is earlier than the time recorded in the Time Issued field (the time you selected the Guard Dispatch action). If you attempt to enter an earlier time, SBN does not save the change and sends an error message. (SBN interprets an earlier time as a future time for the following day.) When option temp150 is off, SBN allows you to enter and save an earlier time in the On Site field.

Note: Pressing the Esc key does not close the Patrol Ticket window.

Guard Cancel

GUARD CAN [alt+ctrl+9]

Use Guard Cancel to cancel a Guard Dispatch in process. All actions that are normally required when a Guard Dispatch is part of a ticket are not required when you use Guard Cancel. When you perform this action, GUC and TIO appear in the Events List for Guard Cancel and Time Out.

Note: When option mo197 is on, if you enter the Guard Cancel monitoring action the following message appears: "Are you sure you want to cancel call out?"

When a value is entered for option grd_auto, the Guard Cancel action performs additional functions related to the Guard Auto Dispatch action.

• A confirm dialog box appears

• When you choose the specified function key, SBN sends the following details of the alarm incident to an external application defined by option grd_auto:

• • 'GuardCan'

  • CID

  • Country

  • Installation number (ins_no)

  • Incident number

  • Operator ID (SBN user ID)

Guard Dispatch

GUARD DIS [alt+ctrl+D]

Use Guard Dispatch to:

• Create a patrol ticket for the alarm.

• Automatically call the patrol agency defined for the installation (the same actions as Call Guard).

The Event Extensions dialog box appears first, followed by the Patrol Ticket dialog in which you may add comments.

When you perform this action, GSE and TIO appear in the Events List for Guard Dispatch and Time Out.

Note: When on, option ma006 combines the Guard Dispatch monitoring action with the Call Guard [ALT+CTRL+O] and Dispatch (Park) [ALT+CTRL+X] monitoring actions, so that when you choose Guard Dispatch all three actions take place.

Note: Pressing the Esc key does not close the Patrol Ticket window.

Guard Out

GUARD OUT [Ctrl+F10]

Use Guard Out to note that the guard has left the premises. This action stops the timer started with the Guard Arrived function. SBN notes the time out on the patrol ticket window that appears. You can also note any comments on the patrol ticket. When you cancel a timer using Guard Out, the incident color in the Alarm Queue turns back to green. When you perform this action, GUO appears in the Events List.

When a value is entered for option grd_auto, the Guard Out action performs additional functions related to the Guard Auto Dispatch action.

• A confirm dialog box appears

• When you choose the specified function key, SBN sends the following details of the alarm incident to an external application defined by option grd_auto:

• • 'GuardOut'

  • CID

  • Country

  • Installation number (ins_no)

  • Incident number

  • Operator ID (SBN user ID)

Note: When option temp150 is on, and you select the Guard Out action, you cannot set the Off Site time to a time in the Patrol Ticket window that is earlier than the time recorded in the Time Issued field (the time you selected the Guard Dispatch action) or the On Site field. If you attempt to enter an earlier time, SBN does not save the change and sends an error message. (SBN interprets an earlier time as a future time for the following day.) When option temp150 is off, SBN allows you to enter and save an earlier time in the Off Site field.

Note: Pressing the Esc key does not close the Patrol Ticket window.

Guard Report

GUARD REP [alt+ctrl+8]

Use Guard Report to open a patrol ticket to record the onsite/offsite times. When you perform this action, GUR appears in the Events List.

Keys Used

KEYS USED [alt+ctrl+K]

Use Keys Used to specify if keys were needed or were used at the premises. The event extensions for the Keys Used function are:

• Keys used

• No keys available

• Central station has key

• Branch has key

• Guard has key

When you perform this action, KEY appears in the Events List.

Call Medical

MEDICAL [alt+ctrl+M]

Use Call Medical to call the appropriate agency in order to dispatch an ambulance to the premises. SBN dials the number and logs the event. When you perform this action, MED appears in the Events List.

No Contact

NO CONTACT [alt+ctrl+N]

Use No Contact to log in the Alarm Log that you did not reach a contact. When you perform this action, CO- appears in the Events List.

Passcard Verification

PASS VER [Ctrl+F9]

Use the Passcard Verification dialog box to verify a passcard number and extension for a contact or a user-selected Action Plan, or to verify a VRU code and its passcode for an installer or technician.

Passcard Verification for a Contact

The following graphic displays the Passcard Verification dialog box as it appears when handling an alarm.

 

Use the following steps to verify a contact's passcard/ext:

1.  Select a contact.

2.  Press [ALT+CTRL+G] to take the alarm.

3.  Press [CTRL+F9].

  w The Passcard Verification box appears.

4.  Enter the passcard/extension for the contact (entered in the Action Plans tab) to be verified in the Passcard fields.

Note: the Passcard field allows a maximum of ten characters.

Note: If option mo172 is on, only a VRU code registers as valid when an operator handles an alarm. If a passcard is entered, it registers as invalid. If this option is off, SBN accepts both VRU codes and passcards. (See VRU Code Verification for an Installer ID or Technician ID below.)

5.  Choose Save.

If SBN verifies the passcard, the contact name, authority level, and authority will populate the Contact Name field. This information remains displayed until an operator enters another passcard or an invalid code. In case of the latter, the Contact Name field will blank.

When you perform this action, GPC appears in the Events List. If you type the wrong passcard, WPC appears in the Events List.

Note: If option mo159 is on, the event list does not indicate when you type a wrong passcard.

VRU Code Verification for an Installer ID or Technician ID

Use the following steps to validate an Installer ID or Technician ID:

1.  Press [CTRL+F9].

  w The Passcard Verification box appears.

2.  Enter the VRU code and passcode for the Installer or Technician in the Code fields.

Note: the Passcard field allows a maximum of ten characters.

Note: If the passcode for the VRU code is not defined in the Users tab of Personnel (program #1811), then you can enter the VRU code alone in the first Code field. If option mo172 is on, only a VRU Code registers as valid when an operator handles an alarm. If a contact passcard is entered, it registers as invalid. If this option is off, SBN accepts both VRU codes and contact passcards.

3.  Choose Save.

Note: The Installer or Technician Branch and the Installation Branch must match in order to verify a VRU code and its passcode.

Passcard Verification for a User-Selected Action Plan

An operator can also validate the passcard for a user-selected Action Plan on an installation that does not have an active incident.

The following graphic displays the Passcard Verification box as it appears when there is no alarm for the installation.

Use the following steps to verify a passcard:

1.  Press [CTRL+F9].

  w The Passcard Verification box appears.

2.  Enter the passcard/extension to be verified in the Passcard fields.

Note: the Passcard field is limited to ten characters.

3.  Select an action plan from the Plan menu.

4.  Choose Save.

If SBN verifies the passcard, the contact name, authority level, and authority will populate the Contact Name field. This information will remain displayed until an operator enters another passcard or an invalid code. In case of the latter, the Contact Name field will blank.

Call Police

POLICE [alt+ctrl+P]

Use Call Police to contact the Police agency defined for the installation. SBN dials the number and logs the event. The comment in the Alarm Log lists the Police agency number, name, and phone number. When you perform this action, POL appears in the Events List.

Verify Phone 1, Phone 2, and Phone 3

[ALT+CTRL+V], [ALT+CTRL+B], [ALT+CTRL+3]

Use Verify Phone 1, 2, and 3 to log in the Alarm Log that you placed a verification call. When you perform these actions, VC appears in the Events List.

Note: To use these Monitoring Actions, you must have an active incident on your screen.

Guard Auto Dispatch

GUARD AUTO

Use Guard Auto Dispatch to attach a patrol timer (Timer 2) to an alarm incident and send incident details to an external application.

Use the following steps to execute the Guard Auto Dispatch functions:

1.  Press the Monitoring Actions button.

2.  Choose GUARD AUTO from the drop-down menu.

w If the call list for the selected alarm incident includes a Patrol contact, the Guard Call Auto dialog box opens, displaying Patrol phone numbers 1, 2, and 3. (If the call list does not include a Patrol contact, SBN displays an error message.)

3.  Select a check box for one of the displayed phone numbers, or enter a phone number in the Other field and select the check box beside it.

w SBN does the following:

• Attaches a patrol timer (Timer 2) to the alarm incident for the number of minutes defined by option tm2val

Note: SBN only attaches Timer 2 to the alarm incident when option ma027 is on.

• Records event Timer 2 in the Alarm Log

• Applies event TM2 to the incident in the Alarm Queue (indicating it has a patrol timer attached)

• Sends the following details of the alarm incident to an external application defined by option grd_auto:

• • 'GuardCallAuto'

  • CID

  • Country

  • Installation number (ins_no)

  • Incident number

  • Operator ID (SBN user ID)

  • Phone number selected in the Guard Call Auto dialog box

  • Check box number of the phone number selected in the Guard Call Auto dialog box (1, 2, 3, or 4)

Using Call Resolutions

Use Call Resolutions to select a resolution to record in the Alarm Log for each call placed on the installation.

Select the Call Resolution check box in Monitoring Events (program #1621) for each event you want to appear in the Dispatch Call Resolutions drop-down menu, or do not select the Call Resolution check box for any events to use the default call resolution list below.

Note: Actions 195/1-195/255 correspond to monitoring events in program #1621. (For example, action 195/12 is for monitoring event 12 Alarm Take.) In order to use a monitoring event in Dispatch, you must enable its action in your action profile in program #1502.

The following table describes the default call resolutions and their shortcuts.

Wrong Number Auto-Generated Comments

In Program #1887, new options mo255 and mo256 were added. Option mo255 lists the monitoring events in Program #1621 that are tied to event extension 14 (Wrong#) in Program #1751. The monitoring events that are listed in option mo255 will create communication log entries when submitted.

Option mo256 is used to trigger the auto-generated comment that includes the incorrect phone number when WRONG# is selected in the event extension drop down. The CMS can modify the text in the Event Extension Comment field if needed, the new option will record the text in the Communication Log text column.

 

 

 

In Dispatch, when a signal is taken and the CMS calls a contact number, if the contact number is wrong the CMS can click the “Call Resâ€? button and select Wrong #. 

The user can also click the phone icon and the Event Extension pop-up window will display to select the Wrong #.

When Wrong # is selected, the comment field will auto-generate the contact’s information. The comment text that is generated can be modified if needed.

When the CMS enters a text in the Event Extension Comment field, the new option will record the text in the Communication Log text column.

Double click the text and the details of the text will display in the Comment field along with the user’s name, time and date the comment was entered.

Using Alarm Resolutions and Event Extensions

Use Alarm Resolutions to dispose of an alarm signal. If a zone requires a restore, you are not able to resolve the alarm until the zone receives a restore. SBN logs the event in the Alarm Log and removes the alarm from the alarm queue. After you select a resolution, SBN asks the operator to choose a specific function key to confirm the selection. SBN chooses this function key randomly to minimize incorrect resolutions for alarms.

If event extensions exist for the selected alarm resolution, SBN then displays an Event Extension window. From the Event Extension window, you can select a more specific event extension to go with the alarm resolution and type a comment, if needed. (See each Alarm Resolution for more information.) The Event Extensions field in the Event Extension window is required if the Event Ext. Required check box is checked for the selected alarm resolution in program #1621.

Note: Actions 195/1-195/255 correspond to monitoring events in program #1621. (For example, action 195/12 is for monitoring event 12 Alarm Take.) In order to use a monitoring event in Dispatch, you must enable its action in your action profile in program #1502.

If you want SBN to automatically generate a service ticket when you select an event extension, select the Service Request check box for the extension in Monitoring Event Extensions (program #1751).

Once you dispose of the alarm, you can begin treating another alarm signal.

You can designate any event in Monitoring Events (program #1621) as an alarm resolution; all alarm resolutions appear in the Alarm Resolution menu. You can also assign any shortcut key to an alarm resolution to make disposing of an alarm easier for operators.

Note: If you want SBN to automatically generate a service ticket when you select an alarm resolution, select the Service Request check box for the event in Monitoring Events (program #1621).

The following table describes the default alarm resolutions and their shortcuts.

Cancelled

CANCELLED [alt+F3]

Use Cancelled to:

• Mark the event as Cancelled.

• Clear the event from the tab.

• Record in the Alarm Log that you cancelled the alarm.

Download Complete

DOWN CMPLT [ALT+F5]

Use Download Complete to resolve alarm signals that occur when panels are installed/activated. SBN logs in the Alarm Log that you removed the alarm from the queue.

False Alarm

FALSE [alt+F1]

Use False Alarm to:

• Close the event from the tab.

• Record the event as a false alarm in the Alarm Log.

• Tag the alarm as false.

Open Close

OPEN CLOSE [alt+F8]

Use Open Close to:

• Indicate that you removed the alarm.

• Record in the Alarm Log that Open/Close was the reason for removal.

Out of Runaway

OUT OF RUN [alt+F9]

Use Out of Run to record in the Alarm Log that you took the installation out of the Runaway Queue.

Out of Test

OUT OF TEST [alt+F11]

Use Out of Test to record in the Alarm Log that you took the installation out of the Test Queue.

Real

REAL [alt+F2]

Use Real to log an extension indicating how you treated the real alarm.

Service

SERVICE [alt+F7]

Use Service to log that a service on the system caused the signal on the installation.

Note: There are no event extensions for the Service alarm resolution.

Undetermined

UNDETERMIN [alt+F10]

Use Undetermined to record an unknown event in the Alarm Log.

User Error

USER ERROR [alt+F6]

Use User Error to note that the signal was a result of an error at the premises.

Displaying an Image

Use Display Image to integrate SBN with Microsoft MapPoint mapping software. Option msmp determines the country default used with the software. Option mapurl defines the URL that opens and to which SBN passes the installation latitude and longitude when you choose the Display Image button.

You may also use this button to view video associated with a selected event.

MapPoint opens on the specific latitude and longitude of the installation if a user defined the latitude and longitude in Data Entry Master.

Toggling the Alarm Queue

Use Toggle Queue to display the Alarm Queue in the upper right of the Dispatch tab. If option mo152 is off, SBN displays only those alarms the terminal owns and those not yet assigned. If option mo152 is on, SBN displays the master queue, regardless of terminal ID.

Use the following steps to toggle the Alarm Queue:

1.  Choose Toggle Queue.

  w The Alarm Queue opens in the upper right of the tab.

2.  To remove the Alarm Queue, choose Toggle Queue again.

Viewing Video

Choose the View Camera button or the Display Image button to view video associated with the selected alarm event. For more information, see Integrated Video Viewers.

Note: Action 537/15 controls access to the video events you may view:

• If your user profile includes this action you may view video from any incident.

• If your user profile does not include this action you may only view test and log events with an incident number that matches the dispatch incident number.

Note: If you select the Override Checks for Video Viewer check box in the Video tab of SBN Client Options, SBN performs no checks to panel types or alarm log lines and sends the current (or top, if none selected) alarm log line to the video viewer.

Choose the eEscort button to view video associated with the selected alarm event and to record information defined by options escortco, escortev, and escortex in the Alarm Log.

• Option escortco defines the comment that appears in the Alarm Log when you choose the eEscort button.

• Option escortev defines the Monitoring Event that appears in the Alarm Log when you choose the eEscort button. (Enter an event number from Monitoring Events (program #1621) for the value of this option.)

• Option escortex defines the Monitoring Event Extension that appears in the Alarm Log when you choose the eEscort button. (Enter an event number from Monitoring Event Extensions (program #1751) for the value of this option.)

Sending a Page

Use Send Page to send a message of up to 250 characters to personnel, sales people, technicians, installers, or an entire paging group. The paging window defaults with a system-entered message that includes the last name, street, city, and customer ID of the current customer and your user ID. When you send a page from Dispatch, SBN logs the paging information in the Alarm Log.

Use the following steps to send a page:

1.  Choose Send Page.

  w The Paging dialog box opens.

2.  Complete one of the following fields to select the person or group to whom you want to send the page:

• In Personnel ID - select a Personnel ID (This menu originates from program #1811.)

• In Sales ID - select a Sales ID (This menu originates from program #1539.)

• In Inst ID - select an Installer ID (This menu originates from program #1543.)

• In Tech ID - select a Technician ID (This menu originates from program #1864.)

• In Paging Group - select a Paging Group if you want to page an entire group of people (This menu originates from program #1841.)

Note: For more information on the fields in this window, see Field Descriptions - Paging Dialog Box of the Paging Queue document.

  w SBN fills in the information available for the person selected.

3.  Select the check boxes for email or fax if you want to send this message to an additional destination.

4.  Add any additional text to the message.

5.  Choose one of two methods to send the page:

• Choose Save to send the page and close the paging window.

• Choose Continue to send the page and keep the window open for another paging message.

  w SBN confirms that it sent the page.

6.  Choose OK.

Using Agency Functions

Use the Agencies Functions button to call, dispatch, cancel, and mark agencies onsite or offsite. In order to access the Agencies Functions menu, you must take the alarm (using the Alarm Take action in the Monitoring Actions menu). The Agencies Functions menu includes Agencies 6-9.

Select the Agencies List check box in Monitoring Events (program #1621) for each event you want to appear in the Dispatch Agencies Functions drop-down menu, or do not select the Agencies List check box for any events to use the default agency functions list below.

Note: Actions 195/1-195/255 correspond to monitoring events in program #1621. (For example, action 195/12 is for monitoring event 12 Alarm Take.) In order to use a monitoring event in Dispatch, you must enable its action in your action profile in program #1502.

When you dispatch the PAT type agency, a patrol ticket appears. When you dispatch Agencies 6-9, SBN creates the patrol ticket in the background; the patrol ticket is available in the Call Out Log (program #705) when you search by the agency type. You can create work orders from patrol tickets in the Call Out Log.

The following table lists the actions available in the Agencies Functions menu and their shortcut keys, if available.

Note: Some shortcuts are the same as those available in the Monitoring Actions section.

Use the following steps to perform agency functions:

1.  When handling an alarm, choose Agencies Functions.

  w The Agencies Functions menu drops down.

2.  Choose the appropriate action or use the shortcut key.

  w SBN performs the action and logs it in the Alarm Log.

Note: Not all actions are mapped to a shortcut key.

Starting the IVR (Interactive Voice Response)

Users may manually start IVR processing on alarms in Dispatch using the Start/Pause IVR button. Users may also pause IVR processing on an alarm using this button. (For more information about setting up installations for IVR processing, see the Interactive Voice Response document.)

The Dispatch window contains a field that displays whether the installation has an IVR setup configured in the IVR tab of program #559. If the None radio button is selected in the IVR tab, this field displays "No IVR Config". If an IVR setup is configured in the IVR tab, this field displays "IVR Ready" as shown in the graphic below. If you attempt to start the IVR on an installation with no IVR configuration, SBN displays the error message, "No IVR configuration found."

If you attempt to start the IVR on an installation that is IVR restricted in the IVR_REST field of the Data Entry Basics tab, SBN displays the error message, "This installation is IVR restricted."

After you take an alarm in Dispatch, choose the Start/Pause IVR button to start IVR processing.

When you select the Start/Pause IVR button for an installation with an IVR setup configured in the IVR tab, the IVR Call List window opens. Make changes to open fields in the IVR Call List window as necessary and press the Update button to submit the changes. Press the Start button to allow the IVR to begin processing the alarm.

The following graphic displays the IVR Call List window.

Field Descriptions - IVR Call List

The following table describes the fields in the IVR Call List window.

Field	Description
Action Plan Used	Select the action plan you want the IVR to use for the alarm. Note: If you do not select an action plan in this field, the IVR uses the action plan currently selected in Dispatch.
Incident # on Premise?	Select Yes or No to determine whether the IVR includes the incident number in the voice message played for the Premise Phone Number.
Call Type	Select the IVR call flow settings to use for the alarm. This drop-down menu includes: Default - Installation's settings as defined in the IVR tab of program #559 All entries from installations that have the Call Type check box selected in the IVR tab of program #559
Next Contact/Phone/Time	Displays the next contact and phone number the IVR will call, and the time that the call is scheduled.
Temporary Notes (1)	Temporary text entered for the action plan in the Texts tab of program #559.
From (1)	Date on which the text in the Temporary Notes (1) field becomes effective.
To (1)	Date on which the text in the Temporary Notes (1) field expires.
Temporary Notes (2)	Temporary text entered for the action plan in the Texts tab of program #559.
From (2)	Date on which the text in the Temporary Notes (2) field becomes effective.
To (2)	Date on which the text in the Temporary Notes (2) field expires.
Temporary Notes (3)	Temporary text entered for the action plan in the Texts tab of program #559.
From (3)	Date on which the text in the Temporary Notes (3) field becomes effective.
To (3)	Date on which the text in the Temporary Notes (3) field expires.
Last 24h Incident Summary	Displays details of incidents on the installation in the last 24 hours.
Current Plan Gap	Indicates action plan contacts the IVR did not call.
Contact Additional Information	Comment text entered for each contact on the action plan. (This information comes from the Contact Details window of the Action Plans tab in program #559.)
Action Plan's Texts	Regular (not temporary) text entered for the action plan in the Texts tab of program #559.
Action Plan's MSG_ID Text	Standard Message ID text attached to the action plan in the Texts tab of program #559.
Action Plan's Redirection Schedule	Indicates days and times that a permanent substitute action plan is in place. (This information comes from the Action Plans tab in program #559.)
Excluded Phones	Indicates which contact phone numbers will be excluded from the IVR call flow.

Leaving a Message Via IVR

When going through the Incident Call List, operators may get an answering machine or voice mail instead of a live caller. Instead of waiting for the answering machine to finish its message, the operator can select the Leave Message button( if SBN is configured for IVR in this installation), and IVR will leave a message when the answering machine is finished.

Two Way Voice

Choose the Two Way Voice button for two-way voice communication with installations that have two-way voice panels. Using this button signals the SBN-Avaya Connector to initiate a transfer of a parked call to the operator's phone extension.

Note: Use of this button requires access to an Avaya server and installation of the SBN-Avaya Connector software on a machine with connectivity between your SBN data server and the Avaya server.

The following graphic shows the Two Way Voice window that opens when you choose the Two Way Voice button.

Button Descriptions - Two Way Voice Window

The following table describes the buttons in the Two Way Voice window.

Button	Shortcut Key	Description
Get Bridge	ALT+G	If monitoring event 240 (2 Way Voice) appears in the Alarm Log in the past 60 minutes, SBN uses the data in the Misc 1 field of the Alarm Log entry as the bridge (call extension) to connect to the two-way call.
Connect	ALT+C	Connect with the two-way call. This button is only active when the Get Bridge field contains the extension from the Misc 1 field of the Alarm Log for the most recent 2 Way Voice monitoring event.
Initiate		Uses the DTMF signaling string tone in the Init Str field of program #1742 for the panel type of the selected CID.
Speak	ALT+S	Uses the DTMF signaling string tone in the Send Str field of program #1742 for the panel type of the selected CID.
Listen	ALT+L	Uses the DTMF signaling string tone in the Receive Str field of program #1742 for the panel type of the selected CID.
Speak/Listen	ALT+P	Uses the DTMF signaling string tone in the Opt Str 1 field of program #1742 for the panel type of the selected CID.
Extend	ALT+E	Uses the DTMF signaling string tone in the Opt Str 2 field of program #1742 for the panel type of the selected CID.
Disconnect/Callback	ALT+I	Uses the DTMF signaling string tone in the Opt Str 4 field of program #1742 for the panel type of the selected CID.
Disconnect	ALT+D	Uses the DTMF signaling string tone in the Hang Up Str field of program #1742 for the panel type of the selected CID.
Voice Test On		Activates two-way voice testing and puts the installation into Test mode for the number of minutes defined by option ivr026. When you choose this button, SBN records monitoring event 244 (Voice Test On) in the Alarm Log.
Voice Test Off		Deactivates two-way voice testing. When you choose this button, SBN records monitoring event 245 (Voice Test Off) in the Alarm Log.

Autofeed Job Ending

Choose the Job Ending button to open the Autofeed Job Ending window. Use this window to change the alarm autofeed status in Dispatch by making a selection in the Autofeed Status field of the Job Ending window.

Note: Option mo241 and action 537/146 must both be on in order to use alarm autofeed in Dispatch (program #537). When option mo241 is off and action 537/146 is off in your action profile, the Autofeed Status field and the Priority and Chronological check boxes do not appear in Dispatch.

The Job Ending window contains three tabs:

• The Postpone tab - in which you can select a reason for postponing alarm autofeed

• The Resolution tab - in which you can dispose of alarm signals

• The Interrupt tab - in which you can select a reason for interrupting alarm autofeed

The Postpone Tab

Choose the AF Postpone button to open the Job Ending window with the Postpone tab displayed.

When you save changes to the Postpone tab, SBN records monitoring event 146 AFPOST in the Alarm Log tab of program #559.

• When you select a postpone reason that changes the alarm incident dynamic skill level and choose Save, SBN records the new and original skill levels in the Alog Misc 14 and Alog Misc 15 columns of the Alarm Log

• When you select a postpone reason that changes the alarm incident priority and choose Save, SBN records the new and original priority levels in the Alog Misc 18 and Alog Misc 19 columns of the Alarm Log

• When you start a timer in the Postpone tab, SBN records monitoring event 148 TIMER 3 in the Alarm Log with the total length of the timer including the extra time entered in program #1671 for the selected postpone reason

• When a timer with extra time on it started in the Postpone tab expires, SBN records monitoring event 149 TIMER3 OUT in the Alarm Log

Note: When option temp106 is on, any actions that an operator takes on an alarm will cancel an outstanding timer on that alarm.

The following graphic shows the Postpone tab of the Job Ending window.

Field Descriptions - Postpone Tab

The following table describes the fields in the Postpone tab of the Job Ending window.

Field	Description
Postpone Reason	Select a reason for postponing autofeed. (This menu originates from program #1671, and displays only those postpone reasons defined for the selected Alarm Queue and the installation dealer and country.)
Timer Duration (No label)	Select this check box to set a timer for the incident with a duration specified in the Timer Duration field. Note: This check box is read-only when you select a postpone reason that does not have the Editable check box selected in program #1671. SBN selects this check box by default when you choose a postpone reason that has the Start Timer check box selected in program #1671.
Timer Duration	Enter the number of hours, minutes, and seconds for the incident timer when you select the Timer Duration check box. Note: This field is read-only when you select a postpone reason that does not have the Editable check box selected in program #1671. SBN populates this field with the time entered in the Duration field of program #1671 when you choose a postpone reason that has the Start Timer check box selected in program #1671.
Timer Until (No label)	Select this check box to set a timer for the incident with an end date and time specified in the Timer Until fields. Note: This check box is read-only when you select a postpone reason that does not have the Editable check box selected in program #1671.
Timer Until	Enter the date and time for the incident timer to end when you select the Timer Until check box. Note: These fields are read-only when you select a postpone reason that does not have the Editable check box selected in program #1671.

The Resolution Tab

Choose the AF Resolution button to open the Job Ending window with the Resolution tab displayed.

The following graphic shows the Resolution tab of the Job Ending window.

Field Descriptions - Resolution Tab

The following table describes the fields in the Resolution tab of the Job Ending window.

Field	Description
Resolution	Select an alarm resolution for the incident. (This menu originates from program #1621, and displays only those alarm events that have the Alarm Resolution check box selected.)
Extension	You may select an event extension for the alarm resolution. (This menu originates from program #1751, and displays only those event extensions associated with the selected alarm resolution.)
Comment	You may enter comment text that appears in the Comment column of the Alarm Log.

The Interrupt Tab

Choose the AF Interrupt button to open the Job Ending window with the Interrupt tab displayed.

When you save changes to the Interrupt tab, SBN records monitoring event 147 AFINT in the Alarm Log tab of program #559 and immediately removes your terminal number from the current alarm incident, returning the unassigned incident to the Alarm Queue.

The following graphic shows the Interrupt tab of the Job Ending window.

Field Descriptions - Interrupt Tab

The following table describes the field in the Interrupt tab of the Job Ending window.

Field

Description

Interrupt Reason

Select an autofeed interrupt reason. (This menu originates from program #1669, and displays only those interrupt reasons defined for the installation dealer and country.) Note: SBN automatically populates the Autofeed Status field in the main Job Ending window with the autofeed status selected for the interrupt reason in program #1669. When you select an interrupt reason that is associated with an autofeed status code that deactivates alarm autofeed, the Autofeed Status field in the main Job Ending window is protected and you cannot edit it.

Using eDispatch

If the alarm incident you are handling comes from a zone type with an eDispatch event defined in program #1733, and the installation address has been verified in program #1675, a message appears when the Agency Detail window opens in Dispatch asking if you want to send the alarm to a PSAP to be handled outside of SBN. (A PSAP is a Public Safety Answering Point.)

• If you choose Yes when this message appears, then you do not need to call the police or choose the Dispatch Agency button in the Agency Detail window.

• If you choose No, then the incident follows normal business processes and is no longer eligible for eDispatch.

• If you choose Yes but later choose the Cancel Dispatch button in the Agency Detail window, then the incident is no longer eligible for eDispatch.

• If you choose Yes but the PSAP fails to return a positive response, then the incident is no longer eligible for eDispatch.

Option asap must be on and the Dispatch Service in the SBN Service Manager must be running in order to use the ASAP Address Verification Queue (program #1675) and eDispatch in program #537. The Dispatch Service sends eDispatch alarm incidents to PSAPs.

You may send chat messages to a PSAP using the eDispatch Chat button in the Dispatch tab. (See Sending eDispatch Chat Messages to a PSAP.)

When you use eDispatch to send alarm incidents to be handled by a PSAP outside of SBN, SBN records the following entries in the Alarm Log:

• eDispatch starts (alarm is sent to PSAP)

• eDispatch is rejected by PSAP

• eDispatch is accepted by PSAP

• eDispatch times out due to no response from PSAP

• Call to Message Broker URL fails or returns 'Reject' code for any reason

• PSAP sends incident updates to SBN, (such as Agency Dispatched, Agency Arrived, or Alarm Disposition). The PSAP's incident number is also sent to SBN.

eDispatch Alarm Options

Use the following options to define the event extensions that SBN records in the Alarm Log for eDispatch alarm incidents:

• Option asapalma - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the PSAP accepted the incident when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapalmr - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the PSAP rejected the incident when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapalms - Use this option to define the event extension that SBN records in the Alarm Log when you submit an alarm incident to a PSAP to be handled outside of SBN.

• Option asaparrv - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the agency arrived at the installation when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapclos - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the agency closed the alarm incident when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapdisp - Use this option to define the event extension that SBN records in the Alarm Log to indicate that the agency has been dispatched to the installation when you send an alarm incident to a PSAP to be handled outside of SBN.

• Option asapevt - Use this option to define the monitoring event that SBN records in the Alarm Log when you send an alarm incident to a PSAP to be handled outside of SBN. This is the same monitoring event that SBN records in the Alarm Log when a PSAP sends alarm incident updates to SBN, and when installation addresses are sent to agencies to be verified in program #1675.

• Option asaptmot - Use this option to define the event extension that SBN records in the Alarm Log to indicate that an agency did not respond to an eDispatch alarm incident that an SBN operator sent to the agency and the request has timed out.

Sending eDispatch Chat Messages to a PSAP

When you send an alarm incident that is eligible for eDispatch to a PSAP to be handled outside of SBN, you may choose the eDispatch Chat button in the Dispatch tab to send a chat message to the PSAP.

Use the following steps to send a chat message to a PSAP:

1.  While handling an alarm in Dispatch, choose eDispatch Chat.

  w The eDispatch Chat window opens.

2.  Type the text of your message in the field at the bottom of the eDispatch Chat window.

3.  Choose the Submit button.

  w SBN sends the chat message to the appropriate PSAP for the installation, and records the chat message, including the text you sent, in the Alarm Log tab of Data Entry (program #559).

  w When the PSAP accepts your chat message, the message text turns green in the eDispatch Chat window. If the PSAP rejects your chat message, the message text turns red in the eDispatch Chat window.

  w The PSAP may respond to your message with a new message.

Messages from the PSAP appear in the eDispatch Chat window along with messages you send to the PSAP. All eDispatch Chat messages both from and to a PSAP appear in the Alarm Log tab of program #559 as well.

Use the following options to define the event extensions that SBN records in the Alarm Log for eDispatch Chat messages:

• Option asapmsgi - Use this option to define the event extension that SBN records in the Alarm Log to indicate that SBN received an eDispatch Chat message from an agency.

• Option asapmsgo - Use this option to define the event extension that SBN records in the Alarm Log to indicate that a monitoring operator sent an eDispatch Chat message to an agency.

• Option asapmsgr - Use this option to define the event extension that SBN records in the Alarm Log to indicate that an agency rejected an eDispatch Chat message that a monitoring operator sent to the agency.

Operator SMS

The following graphic shows the Dispatch tab with alarm information displayed.

“Operator SMS� button was added in SBN Program# 537 Dispatch (new action will be created for this button) to “Send SMS�. This allows an Operator to initiate SMS messages to Contacts. This button will only work if the operator has an unresolved incident loaded in the Dispatch tab of 559.There is an entry made in the alarm log when an operator selects “Operator SMS� User action profile must have 537/151 on to use this function.

Clicking the button will open a new screen and offer a list of “canned� messages.

A list of these messages will be defined in SBN Program# 1590 Installation Misc.

Note: There is no ability for an Operator to type their own message.

Section “Find SMS Recipients� describes all conditions used to identify which Contacts receive the SMS. Records created in this process will have the Operator’s Terminal ID, a message type equal to the selected canned message, and no message. The 3rd party will translate the message type into an actual message.

Related Programs

The following table lists programs related to Dispatch.

Button Functions

The following table displays the buttons, describes the shortcut keys, actions, and functionality.

Dispatch Comment Length

The dispatch comment field accepts up to 2,500 characters, giving operators room to record detailed notes while handling an alarm.

Action Plan Text on the Dispatch Tab

Action plan text can be displayed directly on the Dispatch tab in program 559, so operators see the plan's instructions inline while handling an alarm. Inactive ("ghost") action-plan lines no longer appear on the tab.

Modifications and Updates to Dispatch

The following table lists modifications and updates to the Dispatch document.