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Check with Your Security Professional before Signing up for VoIP Service.
Voice over Internet Protocol (VoIP) is a wonderful
new technology that can save consumers money
by sending phone calls over the same broadband
DSL or cable modem lines they use for their Internet connection.
This means potential savings in long-distance
rates over standard telephone lines because Internet connections
have no additional charges for long distance.
But consumers who have monitored alarm systems must
be sure to check with their professional security dealers
before installing VoIP. Because most alarm systems communicate
over standard telephone lines, new VoIP service
must be compatible with the system used by the company
that monitors a home’s burglar and fire alarms.
If it is incompatible, a fire or burglar alarm signal may not
be received by the central station monitoring a home, or the
signal may be received in a confused or incompatible fashion.
Some VoIP systems do not work in power failures or
have limited backup battery capacity, which is when a
burglar or fire alarm may be needed most. This does not
happen with standard telephone lines because they carry
their own electric power.
Internet lines sometimes are shut down for maintenance.
For surfing the Web, or even telephone calls, this may be a
temporary inconvenience. But for an alarm system that must
be connected 24/7, it can literally mean the difference
between life and death. Sometimes just the act of disconnecting
an alarm itself sets off an alarm, and if your municipality
fines you for false alarms, this can be an expensive event.
No standard currently exists in equipment used for
VoIP systems, so your professional security dealer or
security systems integrator should be contacted for
advice about which VoIP systems in your area work best
with his or her company’s monitoring services.
Another advantage of VoIP for commercial telephone
customers is its ability to provide phone numbers located
outside a customer’s area code. This can allow a business
to have local phone numbers in other states for their
customers to call that are answered long-distance at the
business’ home office.
Each tone is two musical notes. The amount of time
elapsing between each tone can be crucial for an automatic
monitoring system to successfully interpret a signal.
When a fire or burglar alarm is received from a home
or business, the alarm panel sends a complex touch-tone
signal to the central station. That automatically notifies
the central station that an alarm has been received and
tells it what kind of alarm it is.
This enables an operator at the central station to be
notified of the alarm within seconds and automatically be
given a list of options by the computer, such as contacting
the police, fire department or the homeowner or business
owner at one of several potential phone numbers.
If any step of this process is impeded by poor reception
of the automatic system’s touch-tone signal, the
alarm may not be handled properly.
Because VoIP is a digital process, it breaks sounds
into digital packets like the ones that contain information
sent over the Internet. If those packets are not
reassembled exactly the way they were received, the
automated equipment receiving the signal may miss it.
Some digital compression formats used by VoIP
providers do not reproduce the signals accurately.
If the touch-tones are run too close together or too far
apart, or if their pitch is not reproduced accurately, the
signal may not be received. Even if signals are received
in tests, they may not be received all the time. But for
true security, fire and alarm signals must be received
perfectly every time.
A lot happens when an alarm system goes off of
which consumers may be unaware.
For example, when an alarm is received, the alarm
system takes command of the telephone line and temporarily
disconnects all other devices on the line to keep
it open only for transmitting its alarm signal. This is
called “line seizure,” and for it to work the alarm system
must be electrically connected to the telephone line first
before any other devices.
When a VoIP system is installed, the alarm system
must be connected first or this function cannot work. If
any other devices are still connected to a phone line during
an alarm, they may receive a call and tie up the phone
line so the alarm system just receives a busy signal.
When the phone line clears up, it may be too late.
If you connect a VoIP system, you must remember to
contact your security company if your phone number
changes, which it may. The security company will have
to reprogram its equipment with your new telephone
number, or the response to your alarm will not be sent
to the correct phone number.
You also have to make sure you can both call your
local 911 center with your new VoIP phone system, and
that your 911 center can tell where you are located.
Many 911 centers can determine from the telephone line
where a call originates. That feature must be included
with your VoIP system, or the VoIP company must have
your updated address. If this is not done, your 911
center may not know where to dispatch police or fire
if you are too incapacitated to give them your address.
It also is important that your security dealer send
periodic test messages, called “polling,” to your alarm
panel to ensure that it is connected properly. VoIP may
be introduced by phone companies on their lines
among states even if you are using standard telephone
lines, so that test message is crucial to discovering this,
especially if your monitoring service is located in
another state, which many are. VoIP also may be used
without your knowledge over fiber-optic cable you
may have running to or inside your home or business.
For all of these reasons, some security dealers and
systems integrators recommend that customers retain a
basic telephone line connection for the best service with
their fire and/or burglar alarm system. Many VoIP
providers themselves do not recommend connection of
a security system to their equipment.
Telephone call savings still can be realized through the
VoIP system, but having a standard telephone line can provide
peace of mind for the security-conscious customer.
One method of alarm monitoring for commercial customers
uses the Internet as the primary path for alarm
signaling. Another type uses a long-range radio to transmit
messages. These can use the Internet instead of regular
telephone lines for message transmission and work
with VoIP. Ask your security professional whether this
service is available in your area.
A long-range radio or Internet backup system also is
recommended for additional security when an alarm
system is sent over VoIP.
Remember, new technologies have to be incorporated
into existing ones successfully over time. Make sure
your VoIP provider can give you answers to your concerns
before you change over your service. The technology
is evolving constantly. Check with your professional
security dealer or systems integrator for
information about the most reliable way to convert your
fire and/or burglar alarm system to VoIP.
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