When dealing with alarms, passwords and/or pass codes become a big part of the conversation. The general assumption is that every alarm has a security code, but that’s not always the case.
For example, many commercial fire systems are not password protected. The only time something like a password would come into play would be someone called in to place the account on test. If there is no code, the account number would take it’s place. But…. If there is a code, that would be the only acceptable form of verification to authorize the test.
And with passwords/codes there are two kinds:
- The first is a general passcode placed on the account and is able to be used by anyone who calls in.
- The second is a user specific code. What that means is that the only person we can accept that particular code from is the person whose name is assigned to it.
On multi-purpose alarms or burglar alarms we have several code options:
- General Code-this one is listed on the general account and therefore is able to be used by anyone.
- User specific code-this one, as seen above, is only acceptable from the name beside the code.
- Duress Code-this code is the special code that, when given, allows our operators to know that there is a problem or the user is not alone and quite possibly may be in harms way. This code triggers a Duress dispatch with no further verification.
But what if it’s a general alarm and there’s no code, you wonder? Simple. Unless there are special instructions on the account advising that the account number is to be used as the passcode rather than a different code, we’re accepting the response of either the caller or whomever we called to verify’s word as authorization and we’re either dispatching or clearing based on the information they provide.
And what if there are user specific passcodes on the account, but the keyholder you called from their call list is not on the list? This means that particular user does not require a passcode and is able to clear without it. But, as stated above, the user MUST be on the call list to qualify. Also, just because they don’t need a code to clear the alarm doesn’t mean they can put the account on test if it’s needed. To do that, the code-less user MUST provide the account number.
And, to be clear, if we call your keyholders and they don’t know code but they say everything is okay, we do not have the luxury of taking that customer at their word. What we will do is refer them back to you, the dealer, then continue with the dispatch process until you either call in and give your dealer code or they call in with the correct code given to them by you.
The reason we’re mentioning this is because our shared customers don’t always seem to understand this process or that we’re protecting them and their property. We can’t take the chance that the person who answered the phone at their residence of place of business isn’t the thief or that he or she is not looking at a piece of mail and gathering information that way. You know thieves can be clever. We know it, too, but our customers don’t always get it. And we’re not the ones with a personal or professional history with them that enables you to better identify them without appropriate code and make the right judgment call. We need YOU for that.