¶ Alarm protocols
Alarm protocols are used to make sure that the alarm responder can adequately handle any alarm. An alarm protocol describes the actions that have to be taken. Contacts are connected to an alarm protocol as guardians in case the alarm responder has to contact more people in response to an alarm. An alarm protocol can be linked to one or multiple devices. Whenever this device generates an alarm, the alarm summary will be supplemented with additional information from the alarm protocol. If the alarm is handled using the alarm follow up script feature, the alarm protocol instructions and its guardians are also used in the script. Finally, it is possible to show an alarm protocol in a dashboard using dashboard tiles.
When a device is connected to one of the integrated 24/7 alarm receiving centers, a protocol is mandatory. In this case, also a protocol has to be set as a default protocol. Whenever there is no protocol connected to a device, the default protocol will be used in the alarm follow-up process. This is mandatory to make sure the operators of the alarm receiving center always have information available to adequately respond on the alarm.
¶ Create a new alarm protocol
Navigate to alarm protocols, protocol and press the button + new alarm protocol. Fill the fields based on your needs and save. The contents of the fields are used in the alarm follow up script.
| Protocol name | To easily recognize the protocol when connecting it to a device. |
|---|---|
| Environment and risks | This field paints a picture of what the situations would probably look like at the user's side. It could also contain instructions on what an alarm operator should do, although this would probably fit better in the instructions field, since this is more prominently visible. |
| Instructions |
The instructions for the alarm responder. These instructions are mainly used when the alarm responder does not know what to do, for instance when the end user is unresponsive. It will show prominently above the alarm script. You should disable the presentation mode to change this, because it is not available for your customers. |
| Listen-in timeout | This is the duration the alarm operator will asses the situation, before he will contact guardians. |
| Cancellation code | In the alarm follow up script this code will show with the instruction to ask the cancelation code to the end user. This can be used when the end user may be threatened. If the cancellation code is wrong, the alarm may be escalated to guardians or the police. If this field is empty, no cancelation code will be shown or asked for according to the script. |
| Panic word | The panic word is shown in the script all the time. Whenever the alarm responder hears this panic word, the alarm has to be escalated immediately. If this field is empty, no panic word will be shown in the script. |
| Call schedule | Guardians will be shown in the script when applicable. For instance when there is no rush, but help is needed. Also the guardian information might be used by the alarm responder in order to call these people to receive more information about the origin of the alarm. In case the protocol is set as default protocol, there has to be at least one guardian available at all times. |
¶ Edit an alarm protocol
Edit, make any change to the protocol and save.
¶ Remove an alarm protocol
Delete and confirm.
¶ Alarm receiving center information
When relevant, Cuebly can supply an informational alert at the customer's alarm protocol page to indicate what this particular alarm receiving center will do for them in case of an alarm.
Contact your Cuebly account manager to request this alert.
¶ Guardians
Guardians are contacts that can be linked to an alarm protocol. These can be family members, colleagues or professionals like a private security company. A guardian can be linked to multiple alarm protocols.
Check out this page on how to manage your contacts.