SECURITY ALARM MONITORING MIGRATION INFORMATION
October 20, 2023
We’re in the final stages of the Security Alarm Monitoring upgrade to the UCC Stages software platform, which is scheduled to begin late morning (CST) on:
Tuesday, October 24th
Your Accounts are currently being monitored at Security Alarm Monitoring and will continue to be monitored there until the migration to UCC is complete. As the migration process to transfer the monitoring from Security Alarm Monitoring to UCC begins, rest assured that your subscribers will be handled with quality and professional care, by our experienced dispatch team.
If you have any questions regarding resources or past notifications, please go to www.teamucc.com/sam or contact our Dealer Support Department at dealersupport@teamucc.com.
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, October 24th and may take twenty-four (24) to forty-eight (48) hours, as we verify the rerouting of signal traffic and calls.
MIGRATION OF CUSTOMER ACCOUNT DATA
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, OCTOBER 24th FORWARD
DEALER NUMBERS
- Your Dealer Number has changed: This was mailed and emailed to you on October 13th. If you did not receive it, or you need a copy of the communication, send an email to dealersupport@teamucc.com and they will forward you a copy.
- Stages web dealer portal access: Please register for stages web training Tuesday and Thursday mornings at 10am CST 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 on the migration page to register for a training webinar.
- 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 SAM 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 “76” as the first two digits of your existing receiver ID. NOTE: If you had a single digit receiver ID you will add an additional 0 to your Receiver ID.
For example:
- Previous Receiver ID “5” is now new Receiver ID “7605”
- Previous Receiver ID “48” is now new Receiver ID “7648”
- Previous Receiver ID “17” is now new Receiver ID “7617”
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, account 250 will become 0250).
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
The phone #s you and your customers dial to reach Security 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, the dispatchers may need to reference the UCC and Security Alarm Monitoring systems to process false alarms, look up history, perform testing functions, etc.
DEALER SUPPORT
You will have access to our Dealer Support group at UCC. These are employees who will be in contact with the Security Alarm Monitoring team members during and after the migration process and are available to support you. 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 Bold Manitou and activated in UCC Stages automation.
- Email report cycles may also be affected in the short-term.
OUTBOUND CALLER ID
The Outbound Caller ID for UCC that will be 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 (833) 676-1804.
ACCESS TO SECURITY ALARM MONITORING BOLD MANITOU SYSTEM
After the migration, UCC Dealer Support department will have the ability to reference account information and history from Security Alarm Monitoring Bold Manitou system. If you need access to this information, contact UCC’s Dealer Support department and we will access that information for you.
BILLING INFORMATION
- Service Rates and Pricing: Your pricing from Security 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).
- The First Billing Cycle will be effective with the November 15th invoice for December monitoring services. Make sure to download and review the “Understanding Your Invoice” in case you have any billing questions.
- Payment Remittance: Effective November 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 as soon as possible to avoid any delayed application of payments: UCC Exceptional, PO BOX 836, Williamstown, NJ 0809
If you would like to set up ACH payments, you can download the ACH form under “Billing Documents” on the migration website.
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 Security Alarm Monitoring (regardless of dealer account).
If you have any additional questions please do not hesitate to reach out to our Dealer Support department at any time; dealersupport@teamucc.com, or (855) 756-5558.
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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