Answer the Call

Video emerges as the best enhanced verification method

  • By Steve Walker
  • Jul 14, 2008

Across the United States, many cities are successfully reducing false alarm dispatches. Each municipality is attributing success to a variety of reasons: alarm verification requirements, alarm system registration, false alarm fees, alarm user training and improved security equipment technology. Two common reasons cited for this success are the strong collaboration among law enforcement, the alarm industry and alarm users, and the expansion of verified response services by alarm companies.

Per the Central Station Alarm Association, verified response is a common term used in the alarm industry to represent methods used by customer service centers (CSCs) to confirm that the person on-site during an alarm situation is authorized and that there is not an emergency situation, thus avoiding an unnecessary dispatch by the responding agency.

Enhanced Verification
The two prevalent types of verified response are standard verification, where the CSC contacts an on-site person via the telephone to verify the alarm signal received is valid, and enhanced verification, where the CSC uses more advanced means for verifying a received alarm signal.

The methods used for enhanced verification may include the following:

• Cross zoning: Multiple initiating devices of the alarm system must trip before an alarm signal is generated.

• Alarm panel programming: This allows an authorized alarm user to electronically cancel an alarm signal by entering a passcode into the keypad when an alarm is accidentally tripped.

• Enhanced call verification: A formal multiple telephone call process.

• Live audio alarm verification: An alarm signal is verified by the CSC through audio technology.

• Live video alarm verification: An alarm signal is verified by the CSC through video technology.

“As a standard practice, alarm companies should offer customers basic alarm verification by programming the alarm panels to send a cancellation signal through the keypad,” said Bill Fitzhenry, vice president of U.S. field sales for Stanley Convergent Security Solutions Inc. “Then for enhanced verification, alarm companies should offer a good, better and best option using enhanced call verification, audio verification and video verification, respectively.”

ECV is a two-call process in which there is a “good” option to achieve enhanced verification and/or reduce false alarms. With ECV, a CSC operator calls the customer’s premises first and, if needed, a second number provided by the customer to attempt to verify an alarm before dispatching police.

Good, Better, Best
The Central Station Alarm Association says second-call verification reduces the incidence of false dispatches by 30 to 50 percent. Alarm companies that offer ECV usually provide this service free or for a nominal fee.

Using a live audio process is considered a “better” option to achieve enhanced verification and/or false alarm reduction. One method of live audio verification uses onsite, two-way audio speakers and microphones that are activated by CSC upon the receipt of a traditional electronic alarm signal. This allows the CSC operator to communicate with the local premises to verify the alarm. Another method of live audio verification employs audioactivated speakers installed at the protected premises to detect an alarm and a means for the CSC to determine if the alarm is valid. Alarm companies that offer two-way live audio verification services usually do so for a small monthly fee, while verified audio detection response services are typically more expensive.

A live video process is considered the “best” option for achieving enhanced verification and/or reducing false alarm dispatches. With a live video process, a CSC uses video images to view the protected location to verify the alarm signal received.

Video Alarm Verification Options
Since not all video alarm verification is equal, it’s worth taking the time to explore and select a video alarm verification service that is supported by your alarm company’s CSC to make sure it has the ability to view both recorded and live images. There are two ways to get recorded images or clips to the CSC operator from the protected premises. The first is to have the recorded clip sent automatically and immediately to the CSC by the on-site video system upon an alarm activation. The second option is for the CSC operator to connect to the onsite video system and retrieve a recorded clip after receiving an alarm signal.

It is recommended that the video clips sent to the CSC in an alarm situation have at least 25 percent prealarm video and 75 percent post-alarm video. Prealarm images allow the CSC operator to see what was occurring just prior to the alarm activation, improving the verification process. In addition, live video must be a feature offered within the video alarm verification service. Recorded video clips sent to a CSC automatically, with prealarm images, are essential. It also is important that the CSC be able to view the local premises live at anytime during an emergency. This allows the CSC operator to determine the real-time status of the situation and the responding agency to aid in the pursuit and capture of suspects.

IP Transmission
As for transmission methods, your alarm company should provide dial-up, cellular and IP transmission options for its video alarm verification systems. The best transmission method is IP, because it provides the fastest means of getting video images from a local premises to the CSC.

“Innovative alarm companies are making significant investments to integrate their field systems with their monitoring software,” said Tony Byerly, COO of Stanley Convergent Security Solutions. “The investment in open architecture technology and a single IT platform allows a leading-edge company to offer the customer online, real-time alarm data and video that helps a customer improve security and business operations.”

A prediction for continued reduction in alarm dispatches by law enforcement and alarm companies is a safe bet, since teaming and collaboration along with advancement in enhanced verification response technology, especially video verification, will continue.

This article originally appeared in the issue of .

Featured

  • 2025 Gun Violence Statistics Show Signs of Progress

    Omnilert, a national leader in AI-powered safety and emergency communications, has released its 2025 Gun Violence Statistics, along with a new interactive infographic examining national and school-related gun violence trends. In 2025, the U.S. recorded 38,762 gun-violence deaths, highlighting the continued importance of prevention, early detection, and coordinated response. Read Now

  • Big Brand Tire & Service Rolls Out Interface Virtual Perimeter Guard

    Interface Systems, a managed service provider delivering remote video monitoring, commercial security systems, business intelligence, and network services for multi-location enterprises, today announced that Big Brand Tire & Service, one of the nation’s fastest-growing independent tire and automotive service providers, has eliminated costly overnight break-ins and significantly reduced trespassing and vandalism at a high-risk location. The company achieved these results by deploying Interface Virtual Perimeter Guard, an AI-powered perimeter security solution designed to deter incidents before they occur. Read Now

  • The Evolution of ID Card Printing: Customer Challenges and Solutions

    The landscape of ID card printing is evolving to meet changing customer needs, transitioning from slow, manual processes to smart, on-demand printing solutions that address increasingly complex enrollment workflows. Read Now

  • TSA Awards Rohde & Schwarz Contract for Advanced Airport Screening Ahead of Soccer World Cup 2026

    Rohde & Schwarz, a provider of AI-based millimeter wave screening technology, announced today it has won a multi-million dollar award from TSA to supply its QPS201 AIT security scanners to passenger security screening checkpoints at selected Soccer World Cup 2026 host city airports. Read Now

  • Brivo, Eagle Eye Networks Merge

    Dean Drako, Chairman of Brivo, the leading global provider of cloud-native access control and smart space technologies, and Founder of Eagle Eye Networks, the global leader in cloud AI video surveillance, today announced the two companies will merge, creating the world’s largest AI cloud-native physical security company. The merged company will operate under the Brivo name and deliver a truly unified cloud-native security platform. Read Now

Most   Popular

New Products

  • PE80 Series

    PE80 Series by SARGENT / ED4000/PED5000 Series by Corbin Russwin

    ASSA ABLOY, a global leader in access solutions, has announced the launch of two next generation exit devices from long-standing leaders in the premium exit device market: the PE80 Series by SARGENT and the PED4000/PED5000 Series by Corbin Russwin. These new exit devices boast industry-first features that are specifically designed to provide enhanced safety, security and convenience, setting new standards for exit solutions. The SARGENT PE80 and Corbin Russwin PED4000/PED5000 Series exit devices are engineered to meet the ever-evolving needs of modern buildings. Featuring the high strength, security and durability that ASSA ABLOY is known for, the new exit devices deliver several innovative, industry-first features in addition to elegant design finishes for every opening.

  • Mobile Safe Shield

    Mobile Safe Shield

    SafeWood Designs, Inc., a manufacturer of patented bullet resistant products, is excited to announce the launch of the Mobile Safe Shield. The Mobile Safe Shield is a moveable bullet resistant shield that provides protection in the event of an assailant and supplies cover in the event of an active shooter. With a heavy-duty steel frame, quality castor wheels, and bullet resistant core, the Mobile Safe Shield is a perfect addition to any guard station, security desks, courthouses, police stations, schools, office spaces and more. The Mobile Safe Shield is incredibly customizable. Bullet resistant materials are available in UL 752 Levels 1 through 8 and include glass, white board, tack board, veneer, and plastic laminate. Flexibility in bullet resistant materials allows for the Mobile Safe Shield to blend more with current interior décor for a seamless design aesthetic. Optional custom paint colors are also available for the steel frame.

  • Luma x20

    Luma x20

    Snap One has announced its popular Luma x20 family of surveillance products now offers even greater security and privacy for home and business owners across the globe by giving them full control over integrators’ system access to view live and recorded video. According to Snap One Product Manager Derek Webb, the new “customer handoff” feature provides enhanced user control after initial installation, allowing the owners to have total privacy while also making it easy to reinstate integrator access when maintenance or assistance is required. This new feature is now available to all Luma x20 users globally. “The Luma x20 family of surveillance solutions provides excellent image and audio capture, and with the new customer handoff feature, it now offers absolute privacy for camera feeds and recordings,” Webb said. “With notifications and integrator access controlled through the powerful OvrC remote system management platform, it’s easy for integrators to give their clients full control of their footage and then to get temporary access from the client for any troubleshooting needs.”