Dispatch - Notifying the Proper Authorities

This Help File Page was issued on 09/30/2017

<< Click to Display Table of Contents >>

Navigation:  Central Station Monitoring > Signal Processing > Processing Alarm Signals >

Dispatch - Notifying the Proper Authorities

This Help File Page was issued on 09/30/2017

Dispatch - The process of Telephoning a designated Police or Fire Department, an Emergency Medical Response Agency; and/or some other Security Specialist or Service Response provider, for the purpose of providing assistance for, or resolution of, the Alarm Signal (the current signal the Operator is processing).

If the selected Verification Response code, or an Action Plan requires the Operator to perform a Dispatch procedure, the Dispatch dialog will appear automatically.

In most cases, if a Verification was unsuccessful, or there was simply no response at the Premises, a Dispatch will need to be performed based on any combination of one or more of these:

1.The Operator Guided Response requires it, or

2.It was the next step in the assigned Action Plan, or

3.The CSID Zone (or Panel Zone) associated with the Signal requires it, and/or

4.The follow up instructions for the selected Verification Response code requires it.

So typically, unless the Signal is Verified as "OK",  the next step is to Dispatch.

 

If a Dispatch is required, the Dispatch dialog will be displayed automatically (as an Action Plan's Action Step, or as part of a Operator Guided Response).

 

HelpFilesProcessing-ActionPlan-DispatchSecurity

Signal Processing - Action Plans tab - Security Dispatch action - Response Code entered - Mandatory Notes entered

 

HelpFilesProcessing-ActionPlan-Dispatch

Signal Processing - Action Plans tab - Police Dispatch action - Dispatcher ID entered - Mandatory Notes entry

 

However, if a Dispatch is required, and the Number of False Alarms allowed (by the municipality before a punitive action is instituted) has been exceeded (see Town Codes), a special Dispatch Who? Form will be displayed.

 

HelpFilesSignalProcessingDispatchWho

 Dispatch Who?  False Alarm Threshold Exceeded

 

Following the Company's Policy associated with its False Alarm Tracking procedures, Choose the appropriate Responding Service.

 

False Alarm Tracking Review:

The Town Codes Form allows you to:

Define the Maximum number of allowable False Alarms for a specific municipality

Reset the tally annually (or however the municipality tracks them)

View all (False) Alarm Signals which an Operator had to Dispatch within each municipality.

 

Every Alarm Signal that required a Dispatch, using a municipality defined in the Town Codes Form, is initially recorded as a False Alarm in that Town Code's False Alarm Tracking counter.

The False Alarm Account Maintenance Form allows you to identify those Subscribers who are subject to penalties from a "Anti-False Alarm" ordinance.

The False Alarm Dispatch Tracking Form is used to update this False Alarm Tally by identifying which dispatched Alarm Signals were actually a False Alarm, and removing from the Town Code's False Alarm Tally those Dispatched Alarm Signals that were not a False Alarm.

 

Performing a Dispatch - These are the steps generally required to execute a proper Dispatch an Alarm Signal:

 

HelpFilesProcessingDispatchButton

Signal Processing - Operator Guided Response tab - Dispatch dialog - Dispatch button

 

Dial - Press the <Space Bar>, or Click the Dispatch button (see the illustration above) to automatically dial the proper - predefined - Emergency Service Provider (based on the Subscriber's Town Code and the Type of Alarm Signal being processed).

 

Dispatch - When the Emergency Service Responder answers, provide the following information:

The Company's Name and your Operator ID,

A clear and concise description of the Alarm Signal,

The Name of the Subscriber and Location of the Subscriber's premises,

If required, the Subscriber's Permit Number will be displayed for the Operator

If appropriate, describe the Verification Response that necessitated in this Dispatch.

Once you Click the Dispatch button it changes to a Complete button.

 

Dispatcher - Enter the Dispatcher's ID, (which may be their Badge number, 911 Operator ID, or an event Confirmation number).

 

Cancel - Click the Cancel button to cancel this dispatch.

Enter the Dispatcher's ID, (which may be their Badge number, 911 Operator ID, or an event Confirmation number) of the person who received the Cancellation information.

OK - Click the OK button.

 

HelpFilesWasDispatchCancellationSuccessful

Confirm - Was Dispatch Cancellation Successful?

 

Answer accordingly.

 

V Abort Dispatch - If necessary, Click the Abort Dispatch button to cancel this operation.

 

Other - Certain Signals ay require some other type of Dispatch information:

The Company's Name and your Operator ID,

A clear and concise description of the Alarm Signal,

The Name of the Subscriber and Location of the Subscriber's premises,

The Reason (Condition) for the Dispatch

Enter the Contact Name of the person to whom you provided this information.

Once you Click the Dispatch button it changes to a Complete button.

 

Complete - Press the <Space Bar>, or Click the Complete button to indicate that you have completed the steps outlined above and want to terminate the call and have these steps recorded in the Alarm History for this event.

 

Cancel Dispatch - Dispatch Cancellation Procedures:

Sometimes, immediately after performing a Dispatch, new information becomes available indicating that this Dispatch was not needed.

See the Cancel Dispatch chapter for detailed instructions on the ways a Dispatch Cancellation may be executed.

 

For UL® 1981 Listed Central Stations Only - If using the Third Edition UL® 1981 Standard version of MKMSCS; and

a)the Operator is processing an Account with a UL® Classification assigned; and

b)there is an Alarm Signal with a Priority Level from 1 to 7; and

c)she/he had to perform a Dispatch; then

d)an Alarm Ticket Report for the currently displayed alarm event will be displayed as certain Processing steps are completed and may be printed at any time.

 

HelpFilesSignalPorcessingDispatchULAlarmTicket

 

The Alarm Ticket Report for the currently displayed alarm event may be printed at any time while that alarm event is still being Processed by selecting the Print Alarm Ticket option accessed using the Actions button

 

HelpFilesSignalProcessingActionsMenuPrintAlarmTicketOption

 

Dispatching an Investigator: An Alarm Signal from a UL® Classified Account with a Priority Level from 1 to 7 must have an Investigator Dispatched to the Premises.

A Security button is included with the other Dispatch & Contact buttons.

 

HelpFilesProcessingDispatchContactOptionButtons-Security

 

Security - Click the Security button to display the Security Dispatch dialog and Dispatch an Investigator to the Subscriber's Premises.

Place Call - Click the Place Call button to contact the Security company.

 

HelpFilesProcessing-Security-PlaceACall

 

Dispatcher - Record the Dispatcher's ID

OK - Click the OK button.

An Internal Timer will be started automatically as soon as an Investigator Dispatch is executed (see below).

 

Inv 1 Sent - This option displays the Investigator 1 Sent dialog

It is used in conjunction with processing a Priority Level 1 - 7 Alarm Signal that was received from a Subscriber who was assigned a UL Classification, .

 

HelpFilesInvestigator1Sent

Investigator 1 Sent dialog

Inv 2 Sent - This option displays the Investigator 2 Sent dialog

 

HelpFilesInvestigator2Out

Investigator 1 Sent dialog

 

Recording the Arrival of an Investigator:

Inv 1 Arrival - This option displays the Investigator 1 Arrival dialog

Once the Investigator Arrival Information is entered and saved, the elapsed time between Dispatch and Arrival is calculated and recorded.

 

HelpFilesInvestigator1Arrived

Investigator 1 Arrival

 

When the OK button is Clicked, the Internal Timer will be stopped, the elapsed time calculated, and the results noted in the Current Signal's History.

 

Inv 2 Arrival - This option displays the Investigator 2 Arrival dialog

Once the Investigator Arrival Information is entered and saved, the elapsed time between Dispatch and Arrival is calculated and recorded, along with the Investigator's Name, in the Signal History table.

 

HelpFilesInvestigator2ArrivedWithElapsedTime

 Investigator 2 Arrival dialog - Elapsed Time calculated automatically

 

When the OK button is Clicked, the Internal Timer will be stopped, the elapsed time calculated, and the results noted in the Current Signal's History.

 

As the Alarm Signal is processed and completed, all of the processing information is stored in the Signal History table.

 

HelpFilesSignalHistory-ULProcessing

Signal History record of Completed Alarm Signal that required UL specific processing

 

The Contacts tab will be displayed when the required Dispatch(s) are completed.  

 

HelpFilesProcessingContactsTabOnly

 

Regardless of what version of MKMSCS is in use, once you successfully Dispatch the Alarm Signal, enter a Note or Comment explaining the result of the Dispatch in the Note field provided.

Quick Notes - Press Shift+F2 to enter a Quick Note and/or any appropriate Comment to help clarify the Dispatching steps that have just been completed.

Manually entered Notes may also be added at that time, or used instead of any predefined Quick Notes.

More than one Quick Note may be inserted in the Note box.

Save - Click the Save button to indicate that you have completed the Note.

 

HelpFilesNotes&HistoryBoxes

Enter a summary Note about the Dispatch

 

What's Next?

Notification - If the Operator Guided Response or an Action Plan requires a Contact be made for Notification purposes, the Contacts tab will be displayed automatically.

 

HelpFilesProcessingContactsTab

Signal Processing screen - Contacts tab - Dial option

 

Completion - If the Operator Guided Response or Action Plan does not require a Contact be made, or there are no People To Call defined for this event (or the Subscriber), then Complete the process or place the signal On Hold, as appropriate.

 

Converting to Manual Mode - Manual Mode allows the Operator to switch to the Operator Guided Response user interface.

If the Operator needs to exit from an Action Plan, Press Ctrl+Shift+M.

 

HelpFilesProcessingConfirmManualProcessingRequest

 

Click the Yes button to Confirm the switch to Manual Mode.

 

HelpFilesProcessingGuidedOperatorResponseSignalOptionsTab

Operator Guided Response view with Signal Options tab activate

 

The Action Plan user interface will be converted to the generic Operator Guided Response view with the Signal Options tab selected.

The Contacts, Notes, History, Temp Notes and/or Signal Options tabs may now be accessed, as needed.