With nearly 50 years in the industry, we have developed best practices that help to reduce false alarms, minimize operator error, and provide a positive customer experience with their alarm system. All American have implemented many of the same practices over the years. We have configured the Stages software to automatically follow some of those existing best practices without operator intervention. In the past, operators would manually look at an account, check the time stamps and alarm details and log the signal if it met the proper requirements. Manually studying those alarm details introduces an opportunity for human error, false dispatches, and a lack of consistency in the customer experience.
To date, we have set automation for the one-hour burglar alarm rule. You will see some of this automation logged in the alarm history. For instance, on a burglar alarm, if the same zone comes in within one hour, the operators used to check the details and log the alarm. Now you will see a "suppression" timer in the history upon receipt of the original alarm. If a different zone comes in, the signal will follow standard procedures. We are working to do the same for other unnecessary operator touches and low-priority conditions for security accounts to not overwhelm customers with notification calls that they have recently received or have been restored.
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AvantGuard Monitoring Centers