Adding Subscribers & Why It Matters

On the Data Entry portion of Stages we’ve noticed that everyone seems to have a pretty good understanding of how to add keyholder contacts to accounts. It’s not often anymore that we find accounts with no keyholders unless it’s either deliberate or it’s an account in the process of being created.

Where we’re running into an issue is in the Subscriber section, and based on some of the descriptions we’re finding in the Contacts we’re beginning to wonder if there might not be dealers out there who don’t know the difference or think that the descriptions will allow protocol bypasses (which they don’t).

Here’s why having a SUBSCRIBER is important, especially to eliminate False alarms and to maintain happy customers:

  • On all Medical and Gas alarms (unless alternate instructions are on the account), we call the SUBSCRIBER number to verify the need for dispatch. No SUBSCRIBER # = IMMEDIATE DISPATCH, then notify contacts. And while we WILL attempt to CANCEL if advised of false alarms there are plenty of agencies that will not accept cancels.
  • On Residential Panic and Fire alarms we call the SUBSCRIBER # to verify dispatch. No answer or No SUBSCRIBER = DISPATCH. On Fires, we call the rest of the keyholders to notify. On Panics, we log.

Just describing a phone number as “Premise” is not good enough, partially because the programming protocols will not recognize the number as a Subscriber, and neither will the operators processing the alarms.

Here’s how you enter a Subscriber #.

Data Entry: Subscriber

The above is the Subscriber Data Entry page. The boxed area in black is where you’re going to need to enter your information.

Where to Add Subscriber/Premise Numbers

The above area in black is where you will add the Subscriber #. To ADD the number you will click the + symbol in white inside the boxed area. From there you will fill in the appropriate information and click the save button.

Let’s work together to ensure customer and emergency service satisfaction and minimize false alarms. Please feel free to check out our updated videos and reach out to us with questions!