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All central stations are the same, so why bother?
This may be true, but there are exceptions. At United Monitoring Services, our people and our experience are our greatest asset. We are dedicated to providing you with the most accurate and courteous customer support in the industry. Our goal is to continually strive to improve the quality of service that our customers have become accustomed to through intense and personalized training. All our Dispatchers are trained to Five Diamond Standards Five Diamond training was developed by the Central Station Alarm Association and provides rigorous training and testing of our operators.
What advantages will I have by switching from my current central station?
The peace of mind that you and your customers expect will be fully satisfied at UMS. Our service, our professionalism, our up-to-date facility, our response time and especially our customer care are second to none. The advantage of Anytime Account Access through Uni-Link, our implementation of Dice™ Aegis Secure Web Access servers, allows you total control of your accounts. It may be inconvenient for you to switch now, but it will be even more trouble in the future. Now is the time, we will give you your own phone number, putting you in absolute control of your accounts and they will be worth more in the future. Every alarm dealer, even if you are just starting, needs a business plan and an exit strategy to make certain that at some point in the future you can maximize your assets. Here at UMS we can help you attain your goals. Why is it important to use a U.L. listed Central Station? Currently the security industry has no state or federal standards to govern how a response center functions. That means anybody can monitor a security system, even from their garage. Underwriters Laboratories, established in 1894, is a non-profit organization dedicated to public safety and committed to quality service. U.L. inspects our central station annually to make certain we are current on all of their established safety standards. These standards establish our power requirements, computer requirements, staffing requirements, how our building was built, and which systems needed to be redundant to assure you the maximum protection available in the industry.
What receiver formats does United Monitoring support?
Our receivers currently include the Sur-Gard System III, the most advanced receiver technology in the world today. It is compatible with all major formats and also remembers the proper hand-shake sequence for faster response times. It uses DNIS, ANI, and Caller ID number identification. We also have Sur-Gard CPM2/DLR2A, Osborne-Hoffman OH2000, Radionics 6500, and ITI 4000 receivers. All our receivers are completely redundant and can be switched in less than 30 seconds.
The most frequently used formats are: Contact ID, 3+1, 3+1 extended (received as 3+2), 4+1, 4+2, Ademco High Speed, Modem, Acron, SIA, ITI, and FBI Superfast. We recommend Contact ID, SIA or Radionics modem output as the fastest and most versatile of the formats.
Are your telephone conversations recorded?
Yes, in order to resolve any questions regarding operator actions or general efficiency and courtesy, all telephone lines in the central station are recorded on a multi-channel Eyretel E500 Digital Voice Recorder. Conversations are captured on hard disk and archived to a DATA Tape Back-up. Tapes are kept for a period of 1 year before being recycled.
When notifying the responding party (call list) do your operators stop once they reach an answering machine?
No, our operators must continue calling the call list. Our operators will leave recorded messages along the way, but they must continue calling until they reach someone on the call list personally or reach the end of the list
What is your Response Time?
Our average time to dispatcher acknowledgment of an alarm signal, for the past 12 months, is 11 seconds. The average first call was 17.8 seconds.
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