The following visual provides a high-level overview of main steps and workflow for Solink’s Professionally Monitored Video Alarms:
Alarm Contact Outreach Explained
This section explains each possible scenario that can occur when a Solink alarm is triggered. Please take note of what Alarm Contacts can expect when a Dispatch Agent reaches out via SMS text and / or phone during each of the following scenarios.
1. A Real or Potential Emergency
A real or potential emergency occurs, on average, less than 1% of the time. In this scenario, the Verification Agent has confirmed that there is a threat to person or property:
This is passed to a Dispatch Agent and they immediately:
Contact local emergency services to respond to the threat at the location.
Send all Alarm Contacts a SMS text message (see SMS example image below).
Simultaneously, another Dispatch Agent calls the Primary Alarm Contact. If the Primary Alarm Contact does not answer, the Dispatch Agent calls other Alarm Contacts in the order they appear under Solink Alarm Configuration. See how Solink logs the call event details here.
The SMS text message will look like this:
2. Unable to Load Video
On rare occasions, the Verification Agent is unable to load the video stream. This is often due to intermittent network issues or low bandwidth at the location. This issue usually occurs on one camera, so it does not necessarily mean the agent is completely ‘blind’ to motion on other alarm cameras.
The Verification Agent attempts to load the video three consecutive times and often is able to load within these attempts.
In the event the Verification Agent cannot load after three tries, a Dispatch Agent will immediately send all Alarm Contacts a SMS text message (see SMS example image below). At the discretion of the Dispatch Agent, they may also call to ensure people and property are safe, starting with the Primary Alarm Contact.
Note: You may receive this message on occasion - if so, It is likely only an intermittent issue. Please review the video link provided and respond to the agent if there is a real emergency. If you receive this message frequently (e.g., one per night), please contact our Support team as there are likely changes we suggest to improve your connectivity.
Note: Solink requires at least 2 mbps average upload speeds for Professionally Monitored Video Alarms. Slower speeds result in the monitoring agent reaching out more frequently due to an inability to load video after three attempts.
3. Inconclusive (with or without visible person on video)
On rare occasions, the Verification Agent is unable to conclusively determine whether someone or something poses a real threat. This footage often occurs on one camera. If there is a subsequent motion event, another agent reviews the footage and may be able to produce a more conclusive result from a different camera angle.
Some examples include:
Video with a visible person. For example, an employee or delivery person who is not in uniform or fully visible within the camera shot.
Video without a visible person. For example, a light turning on / off, but it is unclear on video if it is an automatic lighting system or a person turning it on / off in an area not visible by the camera.
In the event the Verification Agent cannot conclusively determine a threat, but a person is visible on the video:
The agent will send all Alarm Contacts a SMS text message (see the image below for an example). At the discretion of the Dispatch Agent, they may also call to ensure people and property are safe, starting with the Primary Alarm Contact.
Note: The monitoring agent will not reach out to Alarm Contacts if the video is inconclusive and there is no person visible. After the monitoring agent has flagged the video as inconclusive, you can search for the video event (use the search bar on the Alarms tab and search for “Unverifiable (Unable to determine Conclusively)”.