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New Security Alarm Dispatch Text/Chat Feature
To all our customers,
In an on-going effort to keep improving our services, we have added an Alarm Validation text message/chat service free of charge to all of our customers. This new feature will cut down on false alarms and make it easier for customers to cancel or dispatch on an alarm. It will also make it easier to chat with all your contacts at once to see if everyone is OK prior to canceling an alarm, and faster to dispatch authorities in the event someone does need help. The call list will still be called as NORMAL in the event the text chat is not accessed or the alarm is not Cancelled via the chat so all of that will remain the same. This text chat service just adds another way to communicate with your contacts on your list and cancel or dispatch on an alarm.
Why Chat
Your alarm goes off, but you can’t answer the phone — what do you do? Advanced Security Chat allows you to quickly confirm or disregard alarms with your contact list via text without having to answer the phone! It reduces the potential for false alarm dispatches and allows you to communicate in the way you prefer.
How it Works
A link is sent to you via text that creates a secure chat group with all members on your contact list to validate an alarm. Members in the group chat can then text one another to determine if dispatch is needed. It’s fast, effective, and simple.
Click Here for a You Tube Video Explaining How the chat feature works.
- False dispatches decrease by 54% for those who use chat services
- According to Garnter, open rates of text messages are 98%
Honeywell Resideo Total Connect 2.0 New Look & Feel
Total Connect User Interface Update
Early next week, Resideo Total Connect 2.0 will have a fresh updated look. You will have the same great Total Connect functionality with a sleeker and more intuitive design. Whether they are using iOS, Android or the website, users will be excited to see the improvements.
This is not a total redesign of the app so we expect end users to seamlessly transition. Users can still expect the same red TC app icon, the name remains Total Connect 2.0, and the overall layout, functionality and design of app largely remains unchanged. All a user will need to do is update their app to the latest version. There is no other action needed.
Updates include:
- New clean color scheme
- Updated automation devices page, with new icons and clear action buttons making the user experience easier
- Smart Scenes has a new setup workflow, simplifying the process for end users with quick setup in just three steps
- Skybell Video Doorbell can now be live streamed with a phone vertically, in addition to landscape
Please update your app to the latest version available
Covid-19 Alarm Monitoring Service Update
To all our customers,
At Advanced Security LLC, monitoring your home or business comes first. We continue to closely monitor the impacts of Coronavirus (COVID-19), and we strive to ensure the health and safety of our customers, employees, and communities.
With more cases appearing globally and concern growing daily, we wanted to provide an update on our operations. Advanced Security’s alarm monitoring central station has robust business continuity plans across our monitoring centers relying on options such as transferring work across offices as well as working remotely if required.
In the weeks ahead, we know that you will need and expect our central station to continue to provide uninterrupted monitoring services to you. As with many organizations trying to reduce in-person meetings and travel, the way in which we provide support may look different. Our website www.AdvancedSecurityLLC.com is available to order new or replacement security products, DIY You Tube Videos or Support Manuals. Our teams are using virtual meeting tools when appropriate, and we are limiting non-essential travel in accordance with health and safety guidelines. We will continue to be available to you and your business via phone, email and online wherever needed.
Through this time, our central station has the technology and personnel to achieve redundancy allowing them to continue to operate uninterrupted during this uncertain period.
Thank you for trusting us with your business.
Sincerely,
Advanced Security
INTERLOGIX ENDING SECURITY OPERATIONS AT THE END ON 2019
UTC’s Interlogix division, makers of a variety of residential and commercial security product lines, has notified its employees and dealers that it has begun the process of “winding down” business in the United States and Canada, and will no longer manufacture new products by the end of 2019.
“After a thorough portfolio review of our security business, we have communicated our plans to wind down our Interlogix U.S. and Canada businesses,” a company spokesperson for Carrier Fire & Security Products – the division of UTC where Interlogix is situated – told SecurityInfoWatch via a written statement. “This decision will allow us to focus on the significant growth
opportunities for our other fire and security businesses, including LenelS2.
“After considering a variety of options, we decided that winding down Interlogix U.S. and Canada was the best go-for
ward plan for our business,” the statement continues. “This was a difficult decision and one we did not take lightly.”
The statement adds that the company communicated the decision to dealers, distributors and customers about what this
move means for the manufacture and support of a variety of products and services during and after the wind-down of the business. The Interlogix product line includes many of the acquired brands from the old GE Security, including TruVision (video surveillance), IFS (fiber optics and data transmission), Simon and Concord (intrusion), and others. Interlogix also notably sells UltraSync smart home and residential security products.
“We plan to stop manufacturing new Interlogix products once final orders have been fulfilled, anticipated to be at the end of 2019, based on supply,” the statement reads. “We will continue to provide customer support related to product technical services, timely fulfillment and comprehensive product warranty into 2020 and beyond. Dealers can continue to purchase, install, register and service Interlogix products with complete confidence.”
Improvements to SkyBell Video Doorbell Enrollment with Total Connect 2.0
Improvements to SkyBell Video Doorbell Enrollment
To give installers more options while adding a SkyBell® Video Doorbell into Resideo Total Connect 2.0, we have added the ability to 
manually enter an IP address during the enrollment process. This feature is available in the latest release of Total Connect 2.0 and can be used by choosing “Advanced” during SkyBell setup.
This may be needed when a router is blocking the automatic IP address that occurs during a basic SkyBell enrollment. Being able to manually change the IP address can resolve this issue and allow you to complete the enrollment. To learn more about how to complete the Advanced settings, you will need to consult the specifications of the router.
Use SkyBell and Total Connect 2.0 For Best Experience
Enroll your customers SkyBell into the Total Connect 2.0 app from initial setup. If you have a SkyBell customer currently using their SkyBell inside the SkyBell app and not Total Connect 2.0, they can easily begin by visiting the “Cameras” section of Total Connect and hitting the “Add Camera” button. From there, they can follow the “I have an existing account” flow.
Total Connect 2.0 gives your customers a more robust smart home platform, allowing them to control security, smart devices and video all from one app – simplifying their smart home experience.
Motion Sensitivity
Inform your customers to visit their SkyBell settings to adjust motion detection and sensitivity. They can test different settings to see which fits their lifestyle the best. This can be done by your customers inside the Total Connect 2.0 app.
AT&T 3G Sunset: February 2022 Effective June 26, 2019: No New AT&T 3G/4G Activations for Honeywell AlarmNet Accounts
AT&T 3G Sunset: February 2022 Effective June 26, 2019: No New AT&T 3G/4G Activations for Honeywell AlarmNet Accounts
Attention: USA customers
AT&T Sunset
AT&T plans to end service on its 3G wireless networks in February 2022. 3G/4G new activations will no longer be permitted after June 26, 2019. This means you will no longer be able to activate a new 3G/4G communicator for an AlarmNet account. Existing 3G/4G communicators that are currently registered will continue to communicate to the central station.
AlarmNet expects to continue support for communicators that were sold with pre-activated SIMs by AT&T up to 180 days from the date of manufacturing. The manufacturing date is located on the carton and on the radio label. Any existing 3G/4G communicators that are currently registered are expected to communicate and be supported by AlarmNet through February 2022 under Resideo’s agreement with AT&T.
Cancelling a 3G/4G Account on and after June 26, 2019
If you cancel a registered/billable 3G/4G account on or after June 26, 2019, you cannot reactivate the 3G/4G communicator because reactivation will be considered a new activation.
LTE radio portfolio
Honeywell now known as “Resideo” has expanded its communicator portfolio to include LTE radios, which provides a transition to new cellular technology, and offers maximum network longevity.
All 3G/4G Devices will need to replace these with an LTE module before February 2022 or your alarm system will no longer communicate to our central stations.
*NEW* AlarmNet Monitoring Packages Effective June 2019
For over 30 years, AlarmNet has been helping to protect millions of homes and businesses. Now, AlarmNet offers better communication and service options that help you stay better protected. The new monitoring packages now include:
- DAILY SUPERVISION– How often AlarmNet monitors communication connectivity for communication failures. Rather than the old standard 30 day supervision.
- ADVANCED PROTECTION LOGIC (APL)– Ensures that an alarm signal will communicate if the panel is tampered with during the entry and communicates
delay times. Customers have kept asking why this is not a standard service and now it is on compatible alarm panels.
The new Smart Security and Smart Home packages now include:
- WEATHER– Provides current, local weather, five-day forecasts, and tornado alerts.
- SENSOR ACTIVITY NOTIFICATIONS– Allows you to Set up and monitor event notifications for sensor activity.
For a Complete list of features for the new Monitoring Plans click here: NEW AlarmNet Monitoring Packages
For a more Detailed Description of these features click here: AlarmNet Feature Descriptions
These new plans will take effect in June 2019 from AlarmNet.
Alarm.com In-App Trigger a Panel Panic Feature
The Alarm.com In-App Panel Panic monitoring station supported feature can expedite the dispatch of emergency personnel when help is needed at home. When the panel is not in arm’s reach, and the keyfob is out of range, a homeowner can open up the Alarm.com app and have all their panel’s panic buttons available in the app. If enabled on the account, In-App Panel Panic is always available on the Security System card on the home page of the Alarm.com app.
Important: While the Alarm.com app supports Fire, Medical, Police, and Silent panics, it will only display those that the panel supports. If the panel does not support any panic buttons, the app will by default display a silent panic button.
This feature is added to all Alarm.com customer with interactive services. If you wish to opt-out of the Cancel/Verify feature please email Service@AdvancedSecurityLLC.com and include your Name, Address and password along with your desire to Opt-out of this feature.
To trigger a panel panic from the Customer app:
- Log into the Customer app.
- In the Security System card, tap Panic.
- Press and hold the type of panic to be triggered.
4. After three second countdown in which the panic can be canceled or immediately sent, it will successfully be sent to the monitoring station.
5. Tap Close to wait for assistance or Disarm to disarm the panel.
In-App Panel Panic supported panels
In-App Panel Panic reflects options that are available at the panel, in addition to Silent.
Note: In the Audible Panic compatibility column below, Yes means that Police, Fire, and Medical panics are available unless noted otherwise.
| Panel | Silent Panic compatibility | Audible Panic compatibility |
|---|---|---|
| Interlogix Simon XT | Yes | No |
| Interlogix Simon XTi / XTi-5 | Yes | No |
| Interlogix Concord | Yes | No |
| Interlogix NX | Yes | No |
| 2GIG GoControl 2 | Yes | *Yes (Panel firmware version 1.17.0.1+ required) |
| 2GIG GC3 | Yes | No |
| 2GIG Vario | Yes | No |
| Qolsys IQ Panel / DSC Touch | Yes | Yes (Panel firmware version 1.6.3+ required) |
| Qolsys IQ Panel 2 | Yes | Yes |
| DSC Impassa | Yes | No |
| DSC PowerSeries Neo | **Yes | No |
| DSC iotega | Yes | No |
| Climax | Yes | Yes (Panel firmware version 2.1+ required) |
| SEM – DSC PowerSeries | Yes | No |
| SEM – Honeywell/ADEMCO Vista | Yes | No |
*Only Police and Silent panics are available at this time.
**In-app panel panic is not compatible with DSC PowerSeries Neo panels in UL mode. If UL mode is enabled, app-based panics will not forward to the monitoring station.
Note: Panel support is still under development, and announcements will be made through release notes as new panels are supported.
Frequently asked questions
What happens when the panic button is pressed?
When the customer presses and holds any of the available panic buttons, a signal is sent from the Alarm.com app through Alarm.com’s backend to the monitoring station and communicates the selection. Another signal is sent simultaneously to the panel to register the command and trigger an audible alarm if applicable.
What if the customer sends a Panic by mistake?
After pressing the panic button, a new screen pops up with a three-second countdown, below the countdown is a Disarm button. Tapping Disarm will negate the panic signal that was just triggered.
Will assistance be sent to the customer’s home location or their current geographic location?
Sending a panic from with the In-App Panel Panic interface will act as if a panic is being sent from the panel. Messaging in the app will reinforce that when a signal is sent, emergency personnel will be dispatched to the home/panel location.
Emergency personnel will not arrive to the customer’s geographic location. They will only go to the address listed on your monitoring station account. It is encouraged to keep that information up-to-date.
Alarm.com In-APP Cancel or Verify feature
The New Alarm.com Cancel/Verify gives the opportunity for users to respond to alarm events directly and to communicate to a monitoring station when the cause might be accidental or a real emergency. This feature is added to all Alarm.com customer with interactive services. If you wish to opt-out of the Cancel/Verify feature please email Service@AdvancedSecurityLLC.com and include your Name, Address and password along with your desire to Opt-out of this feature.
Important: Cancel/Verify only appears when the panel has registered that sensors have been tripped and the system is in an alarm state.
To cancel an alarm using the Customer app:
- When the system is in alarm, log into the Customer app.
- Use the Time Remaining to quickly review video cameras or communicate with those at home.
- Press and hold Cancel Alarm for three seconds.
- A confirmation screen will pop-up to let users know the signal has been canceled.
To verify an alarm using the Customer app:
- When the system is in alarm, log into the Customer app.
- Use the Time Remaining to quickly review video cameras or communicate with those at home.
- Press and hold Verify Alarm for three seconds.
- A confirmation screen will pop-up to let users know the signal has been confirmed.
Frequently asked questions
Why use Cancel/Verify?
The Cancel/Verify monitoring station supported feature has the potential to help reduce the number of accidental alarm dispatches made each year. A user can quickly resolve an alarm situation with the press of a button if the cause is known, accidental or emergency.
Additionally, accidental dispatches can result in fines at all levels of accountability: users, dealer, and monitoring stations. Not to mention distracting emergency personnel from potential real emergencies. With the press of a button and without needing to wait for a call from a monitoring station, an entire situation can be resolved saving time and money.
When can Cancel/Verify be used?
Whenever an alarm is triggered at the home location and the entry delay timer has elapsed, the alarm signal will be sent to the monitoring station, and the Cancel/Verify card will appear in the Alarm.com app. Cancel/Verify appears for all alarm events but will not appear in the app outside of an alarm event.
How long is Cancel/Verify active during an alarm?
Cancel/Verify will remain active in the Alarm.com app until 2 minutes past the alarm signal was sent.
What does the two minute counter represent?
The two minutes is the estimated amount of time for a monitoring station to receive, process, act on, and dispatch based on an alarm signal or event. Response times vary between monitoring stations so a user’s signal may be sent after dispatch has occurred while still in the two minute Cancel/Verify window. Monitoring stations will still receive the signal if sent before the time has elapsed and may adjust their response accordingly. This time varies between monitoring stations. Contact the monitoring station account rep to learn how they handle Cancel/Verify.
Are alarm signals held until a Cancel/Verify button is pressed?
No. All alarm signals still send as expected and no communications are inhibited in any way. The user is able to interact with the Cancel/Verify buttons once the signal has been sent to and received by the monitoring station.
What happens when users press a button?
When users press and hold either False Alarm or Confirm Alarm, a signal is sent from the Alarm.com app through Alarm.com’s backend to the monitoring station and communicates the selection. Depending at what stage the monitoring station is at with handling the original alarm signal, the selection may resolve situational concerns or may help influence post-dispatch communications between the monitoring station and the emergency personnel.
When pressing False Alarm, a disarm signal is also sent to the panel indicating a safe environment, similar to disarming directly at the panel.
Note: The disarm command in the Event History will list from which login name the disarm was sent.
Why is there a five minute refresh period?
It is likely that alarms triggered within a five minute period are linked to the same situation. Monitoring Stations will still receive all alarms as expected, and the Cancel/Verify signal will provide a contextual clue to the cause/urgency, and the reps will interpret for the scenario based on the signal sent from the user. The monitoring station may deem within their own protocol to still call in any situation as a follow-up, each monitoring station is individually consulted prior to providing support for the features.
Alarm.com AT&T & Verizon sunset dates for 3G Cellular Networks
Important Update
Major networks such as AT&T and Verizon are creating sunset dates for 3G and will restrict new activations. To comply with these network’s sunset plans and ensure the best experience for customers, Alarm.com will no longer allow new 3G account creations in the U.S. starting June 30, 2019.
We urge all customers to purchase 100% LTE devices, and to proactively upgrade 3G devices to LTE well before the network sunset dates to avoid loss of service or interruptions.
