Technical Frequently Asked Questions

  1. Why do I get a report showing "undefined zones"?
  2. While testing the operator told me there were no signals under that account number. Where did they go?
  3. What digital format do you prefer I use?
  4. Why do you provide a local telephone number as backup for my 800 number?
  5. How does your Internet Monitoring system work?
  6. Can I use my own 800 numbers?
  7. What are the benefits of ANI?
  8. Some of my subscribers are switching their phone service to Voice Over IP what do I need to do?

1. Why do I get a report showing "undefined zones"?
"Undefined zones" are codes sent in by the communicator that have not been given a definition such a Low Battery, Burglary, etc. They are usually the result of an option on the panel/communicator being inadvertently selected but the code for the function has not been given to the central station. To eliminate these reports update the central station with correct definition for the code being transmitted.

Back to top

2. While testing the operator told me there were no signals under that account number. Where did they go?
There are a few possibilities. If this is a new account going on line, the template for the account must be created before signals are tested. When NationWide issues an account number we automatically create the template account. If you are a private line dealer and manage your own account numbers data entry must still create the template accounts. It is also possible that your communicator is programmed to the wrong account number (See ANI below), phone number, or is not transmitting in a compatible format.

Back to top

3. What digital format do you prefer I use?
We generally recommend Contact ID, since it typically requires the least amount of programming by the installer and transmits reliably even when line conditions are not optimal.

Back to top

4. Why do you provide a local telephone number as backup for my 800 number?
While the 800 network is modern and extremely reliable some local agencies require that Fire alarm signals have a local path available as well. To comply with these agencies we provide a local telephone number as backup to the standard 800 number.

Back to top

5. How does your Internet Monitoring system work?
NationWide has adopted several different methods of receiving alarms over the internet. Which monitoring system chosen for a particular installation depends on the compatibility with the control panel at the customers site. Basically, an additional module is installed in the control panel that either replaces or works in conjunction with an existing phone line. Monitoring over the internet provides high levels of line security and reliability at minimal cost. IP monitoring provides the perfect solution for those subscribers who have swithced to VoIP phone services.

Back to top

6. Can I use my own 800 numbers?
NationWide dealers are free to use either our 800 numbers or provide their own. This flexibility allows dealers who have an 800 number at another central station to easily redirect their accounts to NationWide without having to reprogram.

Back to top

7. What are the benefits of ANI?
Automatic Number Identification provides several benefits. First ANI allows our receivers to learn the handshake your communicator is expecting. This greatly reduces the time necessary for the receiver to process a call. Secondly, if a dealer inadvertently programs a communicator to the wrong account number, the ANI allows us to trace back the misprogrammed communicator to its source.

Back to top

8. Some of my Subscribers are switching their phone service to Voice Over IP what do I need to do?
Voice Over IP telephony does not reliably support alarm transmission. At the very minimum the panel/communicator must be dialing in touch tone and line seizure must be re-established. Of the formats we have tested with VoIP Contact ID seems the most reliable. Each installation needs to be tested. Just because the system seems to work now does not mean it will work an hour from now. Since the local segment or the internet slows down in general, the transmission reliability will decrease dramatically. For this reason, we recommend that either an Internet IP module or a backup radio be installed.

Back to top


If you have any other Technical questions, contact Technical Service Department by email or by phone: (800) 221-0826.

Name:
Company:
Phone #:
Email:
Questions or Comments