DEALERCENTER CENTRAL STATION OUR SERVICES QUESTIONS CONTACT US SSC HOME
FREQUENTLY ASKED QUESTIONS
If you don’t find the answer to your questions please feel free to call our office at 1-800-521-9352 or send us e-mail at securitycenter@ssconline.com
   

 

CUSTOMER SERVICE FAQ
Q:  The Police Department is changing their phone number. How do I go making a global change to all of my accounts?

A:  All you need to do is provide our office with the new police phone number, we will verify the "new" number and then make the changes to all of your accounts that require the new number.

Q:  Can the SecurityCenter operator mis-dial my customer to verify alarm signals? My customer says she was sitting by the phone, and the phone never rang, yet the police were dispatched?

A:  With our monitoring software all phone calls are auto dialed. This reduces miscalled numbers by 99%, however there are a number of things that could prevent our operator from reaching the the intended party. If your customer has call waiting, there is a possibility that the phone would not ring at your customers premises. Call waiting has a tendency to interrupt the verification call. The operator would hear the phone ringing, yet your customer would hear nothing. If the subscriber does not hear from us within a minute or two they should call the central station to cancel thereby avoiding a police dispatch.
 
SALES FAQ
Q: What receiver formats does SecurityCenter Support?

A: We support any major format including all Ademco, Silent Knight, Radionics and Sescoa. We also support Contact ID as well as SIA formats.

Q: Does SecurityCenter offer Two-Way Voice Services?

A: Yes. We support Two-Way voice for most formats. Upon receiving a signal we will respond that this is (your alarm company name) if everything is alright may we have your passcode. The operator will then listen for a response, if no response we will repeat the message, if no response then the operator will complete the call and dispatch. On hold-up or panic signals we will only listen for relevant information to be relayed to police.

Q: Does SecurityCenter support cellular back-up services?

 A: Cellular backup on your customers communicators would be received by us as normal alarm signals.

Q: Does SecurityCenter offer Dealer Access Software?

A: Yes, our monitoring software allows the dealer to enter, change subscriber information as well as view any information regarding your customers.

Q: How many accounts does my company have to have to become a dealer with SecurityCenter?

A: There are no minimum number of accounts required to become a SecurityCenter Dealer.

Q: Does SecurityCenter monitor for the hearing impaired?

A: Yes we utilize the TTY and TDD equipment to service the hearing and speech impaired.

Q: Does SecurityCenter have a redundant telephone line system?

A: Unlike most central stations which only give the dealer one phone number for the communicator to dial, we give you two numbers, the second number is a cellular connection to our receivers, if for any reason we would lose all phone lines coming to the central station we would go to cellular backup in less than one second.

 
TECHNICAL FAQ
Q:  What format should I use when programming a control?
A:  This depends on the communicator, on the newer controls a SIA format is recommended as it is the fastest and the easiest to program. If your communicator does not support the SIA format then use a 4+2 format. Ademco controls have the contact ID format, this format is Ademco's version of SIA. SecurityCenter can support any major format including 3+1, 4+2, FBI Superfast, all Ademco formats and SIA, we have all the receivers for the formats.

Q:  When testing alarm signals, the operator tells me they received a "code error" what is a code error?
A:  A code error simply means that the signal is not defined in our database as a valid code, this can happen when you send in your information sheet and do not tell us all the programming codes. For instance if you program a power loss for F0 and do not write it on the zone information sheet the F0 never gets in our database, if the signal is received the software does not know what the F0 is so it transmits a code error.

Q:  What condition codes should I program for different conditions i.e. burg, fire or trouble.
A:  You can pretty much choose your own zoning codes, except when you get to hex codes B,C,D,E,F the codes for hex are B=opening C=closing D=cancel E=restore and F=trouble, if you use the SIA or Ademco ID format this is all automatically transmitted by the control.

Q:  How can I determine what is causing my communicator to fail or the central station to not receive signals when I test a system?
A:  The first thing to check is the phone connection to your control, make sure your RJ31X jack is wired properly, check for dial tone, check to see if the phone company wired anything if so check their connections also.

Check for line seizure. Place a meter on the brown and gray wires from the RJ31X the voltage should be between 40 and 60 volts. When the communicator activates the voltage should drop to 0.

Connect a headset to the Telco side of the communicator (red and green wires from the RJ-31). When the communicator activates,

Listen for:

Dial tone and the number being dialed, make sure the dial tone disappears when the number is dialed

Ring and an answer handshake tone from the central station receiver