- Who can receive monthly and weekly open/closing reports?
- How are cancellations processed?
- Why can’t I change a Subscriber’s name or address?
- What is an “Undefined” code listed in alarm history?
- I sent in a new account to Data Entry and left the lines for Authority numbers blank. I received a call that the account cannot be monitored. Don’t you have a master listing of Authority numbers?
- How can I get a listing of all my accounts activity each day?
- Should my alarm codes be set up to “verify” or notify”?
- What alarm codes would we set up to “notify”?
- What are Templates?
- When notifying the contact list (call list) do your operators stop once they reach an answering machine?
- Why does Data Entry call with questions on “New Accounts” and “Changes” that have been faxed to you?
1. Who can receive monthly and weekly open/closing reports?
Monthly and weekly reports are sent directly to the subscriber unless we are directed to send the report to the dealer or another address. Weekly reports are sent out every Monday for the previous week. Monthly reports are sent out within 3 days of the start of a new month. Reports can be sent by mail, fax, or email.
2. How are cancellations processed?
Cancellations are processed Monday – Friday between 9AM and 5PM. If a cancellation is received outside that time frame it is held until the next processing cycle. Once an account is canceled by the central station it is sent to the billing department for processing. It is the dealers’ responsibility to ensure that any account submitted for cancellation is deactivated or incapable of sending signals. If downloading or deactivating of the communicator is not possible, then you may either change the zone definitions to log only, (the account will continue to be billed), or as a last resort you can request that Nationwide block the premises phone number (this should be used as a last resort since it could cause interruption of the end users phone service).
3. Why can’t I change a Subscriber’s name or address?
If ownership on an account has changed, or the panel has been moved to a different address, NationWide requires a new and signed contract by the subscriber reflecting these changes. Our legal department requires that we handle such changes in this manner to limit liability and legal repercussions for both NationWide and our Dealers. To change a name or address on an account, you can mail, fax, or email a subscriber agreement to Data Entry.
4. What is an “Undefined” code listed in Alarm History?
This means that a code received by NWD was not defined on the subscriber agreement. Since NationWide does not have handling instructions for this code the signal is logged only and a report is issued to the dealer. It is the dealer’s responsibility to update the information or correct the programming within the communicator. Undefined codes are usually the result of a programming error within the alarm communicator, when in a pulsed format such as 3+1 or 4+2. Advanced formats such as Contact ID transmit the code definition along with the alarm signal and eliminate undefined codes.
5. I sent in a new account to Data Entry and did not fill in the Authority information. I received a call that the account cannot be monitored. Don’t you have a master listing of Authority numbers?
NationWide maintains a master reference list of authority numbers. However because in many areas there is more then one agency that responds within a given zip code or phone exchange, it is often impossible to determine the correct response agency. The dealer is responsible for providing NationWide with the correct agencies responsible for responding to the subscribers alarm system.
6. How can I get a listing of all my accounts activity each day?
NationWide provides several alternatives for sending dealers activity reports. You can receive a report via fax or email. Dealers can also sign up for Masweb which is a free service of NationWide that allows you to run reports and make changes to accounts at your convenience.
7. Should my alarm codes be set up to “verify” or notify”?
The real question is how do you want Nationwide to handle the signal? When we call subscribers to verify an alarm, we require that a correct passcode be given in order for us to cancel. On the other hand, when we call subscribers to notify them of an alarm we are simply calling them with the information and no passcode is required. Unless otherwise directed Nationwide will use our standard reporting protocols to handle alarm signals.
8. What alarm codes would we set up to “notify”?
Supervisory signals such as low batteries, AC power failures, tampers, etc. are normally set up to notify. However, you can elect to change the priority of a signal based upon a subscriber’s individual need.
9. What are Templates?
Every time an account number is issued a template is setup in our automation system for that account number. For dealers that always program their panels in the same manner we can generate a custom template that will reflect this programming. The use of a template reduces the chance of data entry errors since the same data need not be manually entered for each account. If a signal is received in the central station for an account that does not have a template the signal will go to the Unknown account.
10. When notifying the contact list (call list) do your operators stop once they reach an answering machine?
No, our operators must continue calling the call list until either an individual is reached or a message is left on all contacts answering machines.
11. Why does Data Entry call with questions on “New Accounts” and “Changes” that have been faxed to you?
We cannot risk entering the wrong subscriber information, many times faxes will come in and are not legible or there is conflicting data on the form. In these cases Data Entry will call the dealer after receiving a fax that is not legible or clear. All data changes must be submitted in writing or by Masweb to insure that the information is processed accurately.
If you have any other Data Entry questions, contact our Data Entry Department by email or by phone: (800) 221-0826.