PRIORITY ONE MIGRATION INFORMATION
SEPTEMBER 8, 2023
Dear {Company}:
Welcome to the UCC family. We are glad to have you onboard and excited to serve you!
The Migration of monitoring services is near completion. Since our last communication on August 29th, UCC has migrated Phase one-Inbound voice lines, Phase 2 Dial-up receiver lines, and this past week we have migrated the DMP, Sys 3 and Firelite IP receivers from Priority One to the UCC Stages software platform.
The last service to migrate is a small number of Alarmnet Direct IP receiver accounts, which are expected to migrate on Tuesday, September 12th to finalize the completion of the migration. These accounts will continue to be monitored at Priority One until the final migration.
Please note that all other monitoring services and telephone lines have been migrated to UCC as of September 8, 2023 and are being monitored by UCC Operations dispatch employees.
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 and are now ringing 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.
- Video Accounts are also monitored by our dedicated AlarmWatch Video Services dispatch group at UCC. To reach the dedicated video dispatch group, please call 855-770-3181.
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 DATA UPDATES AND ADDING NEW ACCOUNTS:
- 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
- Adding new accounts can also be done using stages web, or if you prefer, you may request a copy of our New Account Data Fact Sheet and send to UCC Data Entry department via email at dataentry@teamucc.com.
ADDITIONAL REMINDERS:
Dealer Numbers
- Your Dealer Number has changed: 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: If you have not already attended a stages web training webinar, please register 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 to register.
- 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 ID’s:
Reminder: All of your account receiver IDs have changed on the UCC stages 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 are 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.
Outbound Caller ID:
The Outbound Caller ID for UCC that is displayed on all outbound calls including IVR calls to you and your customers is: 800-299-9900
SMS Messages:
SMS alarm and signal notifications will come from a new number, (833) 676-1804.
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 Information:
- Service Rates and Pricing: Your pricing from Priority One Alarm Monitoring will remain the same at UCC except for Alarmnet third party services.
- Per Alarmnet – legacy discount pricing was discontinued effective April 1, 2023 and all services are reverted to Alarmnet new packaged pricing.
- 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 Remittance: 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 08094
ATTENTION: COMPANIES WITH MULTIPLE DEALER NUMBERS: Though you may have only received this email once, please note that this notice and Monitoring upgrade applies to all of your subscribers which were monitored at Priority One Alarm Monitoring (regardless of dealer account).
Respectfully,
Teresa Gonzalez
President – United Central Control (UCC)
To contact us, complete the form below, or you can email us directly at dealersupport@teamucc.com dealersupport@teamucc.com.
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