PRIORITY ONE MIGRATION INFORMATION
August 18, 2023
Dear [Company]:
We’re in the final stages of the Priority One Alarm Monitoring upgrade to the UCC Stages software platform, which is scheduled to begin late morning (CST) on:
Tuesday, August 29th
ABOUT THE MIGRATION
The migration is a process, which means it will not happen all at once.
Barring any unforeseen circumstances, the migration is scheduled to begin on Tuesday, August 29th and will take twenty-four (24) to forty-eight (48) hours, as we verify the rerouting of signal traffic and calls.
The migration is scheduled to occur in 3 phases:
- Inbound Voice Lines
- Dial-up receiver traffic
- IP based monitoring traffic
NOTE: Except for Video accounts, unless you have been given instructions to do so, reprograming of accounts is not necessary.
MIGRATION STAGING (Tuesday, August 29th)
Account data has been migrated to UCC’s stages automation platform
- All updates since the initial data pull are in progress for any add/deletes, and other data changes/modifications.
- It is important that you continue to update the data on your customer base timely
- If you have received the stages web training and your credentials, you can update your data using the stages web, or if you prefer, you may send Account changes to UCC Data Entry department via email at dataentry@teamucc.com.
MIGRATION INFORMATION / EXPECTATIONS (Tuesday, August 29th Forward):
DEALER NUMBERS:
- Your Dealer Number is changing:This was mailed to you on August 18th. You can retrieve this new Dealer ID Number, or letter, by sending an email to dealersupport@teamucc.com.
- Stages web dealer portal access: Please register for stages web training to receive the login credentials for our stages web dealer portal.
- We recommend that any additional users at your office complete the training as soon as possible to receive log-in credentials. See link at the bottom of this page.
- After completion of stages web training, we will provide a stages web guideline for your reference on applicable functions and features. They can also be downloaded on the Priority One landing page.
RECEIVER IDs:
Reminder: ALL of your account receiver IDs are changing on the UCC system. The previous receiver IDs have been created with “AA” as the first two digits of your existing receiver ID.
For example: Previous Receiver ID “15” is now new Receiver ID “AA15”
You can locate your accounts in stages web using the basic search functions. For customer account identification purposes when customers calling the UCC monitoring center, we are able to locate a customer account using their name, address, and/or phone number. We will authenticate the customer utilizing their name and /or passcode if passcode is listed and provide them with the new Receiver/Account information for future use.
SUBSCRIBER ACCOUNT NUMBERS:
Programmed account numbers will NOT change unless they are less than four digits (if <4, we will simply add zeros in front of the account number. (i.e.: account 43 will become 0043).
SUBSCRIBER PASSCODES:
Are REQUIRED on every account to perform actions (such as placing an account on test, cancel or abort an alarm alarm).
- We understand that some accounts do not have pass codes on file. In this case the Subscriber “Account Number” or “Name” will be accepted.
- We refer to Subscriber Passcodes as “PASSCODE or PASSWORD”.
CONTACTING UCC VIA VOICE LINES:
Except for video accounts, the phone #s you and your customers dial to reach Priority One Alarm Monitoring will remain the same at UCC.
- UCC has a separate inbound call group for processing incoming calls and a separate group for processing or handling alarm activations.
- These two departments communicate with each other when a customer calls in regarding an alarm activation to ensure proper communication.
IMPORTANT: We do ask you and your customers to please be patient with the dispatchers when making inbound calls. During the migration process (and for some time after), the dispatchers may need to reference the UCC and Priority One Alarm Monitoring systems to process false alarms, look up history, perform testing functions, etc.
MONITORING:
Your Accounts are currently being monitored at Priority One and will continue to be monitored there until the migration to UCC is complete. As the migration process to transfer the monitoring from Priority One to UCC begins, rest assured that your subscribers will be handled with quality and professional care, by our experienced dispatch team.
Please note: Priority One will have dispatchers logged into MicroKey to ensure that signals that have not transferred to UCC will be handled appropriately.
DEALER SUPPORT:
You will have access to our Dealer Support group at UCC. These are employees who will be in contact with Priority One Alarm Monitoring team members during and after the migration process. To reach the Dealer Support department, please call: 855-756-5558.
ACCOUNT SUPERVISION:
The accuracy of open/close schedules and accounts with supervised tests may be impacted as it may take one supervision cycle for schedules to be synchronized as they’re deactivated in MicroKey and activated in UCC’ Stages automation.
- Email report cycles may be affected in the short-term.
OUTBOUND CALLER ID:
The Outbound Caller ID for UCC that is displayed on all outbound calls to you and your customers is: 800-299-9900
SMS MESSAGES:
SMS alarm / signal notifications will come from a new number. The number is (800) 299-9900.
ACCESS TO PRIORITY ONE ALARM MONITORING MICROKEY SYSTEM:
For a limited time after the migration, UCC Dealer Support department will have the ability to reference account information and history from Priority One Alarm Monitoring on an as needed basis.
OTHER NOTES ABOUT THE MIGRATION:
- Service Rates and Pricing: Your pricing from Priority One Alarm Monitoring will remain the same at UCC.
- New Services: You will have access to new services, such as QuickChat, Messaging Center Answering Service Options, Subscriber access, and more (additional information will follow).
- Payment Remitteance: Effective September 1, 2023 all payments for monitoring services should be mailed to the address below. Please ensure that your Accounts Payable records are updated with the following address information for payments as soon as possible to avoid any delayed application of payments:
UCC Exceptional
PO BOX 836
Williamstown, NJ 0809
ATTENTION: COMPANIES WITH MULTIPLE DEALER NUMBERS
Though you may have only received this email once, please note that this notice and pending Monitoring upgrade applies to all of your subscribers monitored at Priority One Alarm Monitoring (regardless of dealer account).
To contact us, complete the form below, or you can email us directly at dealersupport@teamucc.com dealersupport@teamucc.com.
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