SECURITY ALARM MONITORING MIGRATION INFORMATION
October 27 2023
Greetings Dealers!
We are glad to have you onboard and excited to serve you!
The Migration of monitoring services is near complete.
Please note that all monitoring services for analog receiver lines and all voice telephone lines as well as the Sys 4 receiver IP route have been migrated to UCC and are being monitored by UCC Operations dispatch employees.
The last two remaining IP receivers to migrate are the Bosch and DMP IP routes. Testing is in progress and expected to move by October 31st.
CONTACTING UCC VIA VOICE LINES
The phone #s you and your customers dial to reach Security Alarm Monitoring 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 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 SAM 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 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 October 13, 2023. 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 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 SAM 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 “76” as the first two digits of your existing 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 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 and UCC IVR that is displayed on all outbound calls including IVR 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
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. A couple of weeks after the migration information will be provided for you to be able to access history reports.
OTHER INFORMATION
- Service Rates and Pricing: Your pricing from Security Alarm Monitoring will remain the same at UCC except for some legacy 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 0809
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 Security Alarm Monitoring (regardless of dealer account).
If you have any 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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