How does Iris Pro work?
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5 posts in this topic

So, I have a few questions about the need Iris Pro service that the website doesn't seem to answer. If the alarm goes off, is there a grace period where we can cancel it from the app? Or are the cops immediately called? Does the service center call us first before allowing the cops call to go through? Any help on the process of what happens when the alarm is triggered would be appreciated. 

 

Thanks.

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27 minutes ago, figment said:

If the alarm goes off, is there a grace period where we can cancel it from the app? Or are the cops immediately called?

 

There is a grace period just like there was before with Iris. 

29 minutes ago, figment said:

Or are the cops immediately called?

 

It called UCC first and that is the center

29 minutes ago, figment said:

Does the service center call us first before allowing the cops call to go through? 

 

Yes, they do call the end user before calling the cops. 

 

Total breakdown of what happens

Iris alarm goes off

UCC call center calls you or other contacts on your Iris account

If you pick up they tell you what is going on and if you would like the cops, EMS or fire. You can say it was a false alarm.

If no on picks up the phone they then call the cops for you.

 

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2 hours ago, thegillion said:

There is a grace period just like there was before with Iris. 

It called UCC first and that is the center

Yes, they do call the end user before calling the cops. 

 

Total breakdown of what happens

Iris alarm goes off

UCC call center calls you or other contacts on your Iris account

If you pick up they tell you what is going on and if you would like the cops, EMS or fire. You can say it was a false alarm.

If no on picks up the phone they then call the cops for you.

 

Your answer was extremely helpful, thank you.

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Can anybody confirm that care alarms are specifically excluded? We signed up (Broward County in Florida) and my wife set off a care alarm and it was the regular automated Iris call. Which would be ideal if that's normal and not a glitch. We have care alarms set if the patio doors leading outside to the pool are opened too long, but regular security rules on the patio doors leading to our house.

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It appears that Care alarms are excluded. Panic alarms and CO2 alarms cause automatic notifications to Emergency Personnel:

(From "What To Expect With Iris Professional Monitoring" in the IRIS Knowledgebase)

Grace Periods

When a Security alarm is triggered, a grace period begins, giving you time to cancel the alarm before the monitoring station is notified.

After the grace period ends, and the alarm has not been cancelled either from your keypad or the Iris app, an attempt to notify the Monitoring Station will be made.

Emergency Dispatch – Smoke & Security

In the event of a true emergency, confirming the alarm in the app will expedite emergency dispatch. If the alarm is not confirmed through the app, the monitoring station will call the account owner and also the 2nd person in the notification list. If those 2 people are unable to confirm or cancel, the Monitoring Station will attempt to dispatch the authorities. Once verbally confirmed, emergency personnel will be asked to dispatch. In the event that no one can be reached by phone, an emergency responder dispatch will be attempted.

Emergency Dispatch - CO

Because carbon monoxide is odorless, colorless, and highly dangerous; detection of unsafe levels of Carbon Monoxide in your home will result in emergency personnel automatically being alerted without requiring the alarm to be confirmed. Once authorities are notified, the Monitoring Station will then call your Notification List until someone is reached to inform them that the authorities have been notified. For your safety, emergency responders cannot be cancelled if dispatched in carbon monoxide emergencies.

Emergency Dispatch - Panic

A Panic alarm in your home will result in emergency personnel automatically being alerted. Once authorities are notified, the Monitoring Station will then call your Notification List until someone is reached to inform them that the authorities have been notified. 

Cancelling an Alarm

To cancel a Professionally Monitored Security, Smoke, or Panic alarm, simply answer the call from the Monitoring Station or call the monitoring station directly at 1-844-571-6006 to cancel the dispatch. Alarm TrackerTM will notify you if the police or fire station does not dispatch. If the authorities decide not to respond, you should call 911 or your local authorities immediately

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