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Friday, March 18th, 2022 4:36 AM

Multiple Primary Contacts

Is it possible to add more than two (2) primary contacts?

Accepted Solution

Community Admin


5.5K Messages

2 years ago

Hi Steelick,

Our Support team does have a workaround on our end, where the first Secondary can be treated as a third Primary.

That is, if there's an alarm event at your location, all three contacts will be called before the operator moves on to the police.

Give our Support team a call at 800-548-9508 and they can set this up for you.

Please do bear in mind that the second and third primaries come into play only for intruder and panic, and environmental hazard (temperature and flood) alarms. For fire and medical, only the first Primary will be called, always.

72 Messages

@davey_d​ Thank you, I appreciate the response, assistance, and information! Also, a quick question in regards to that. Are the contacts actually called in order, such as if the primary (first contact) doesn't answer, the next is called; or does the system attempt to call all at once, or close to at once? I am asking, since the main one may not be the one that was there on-site, part of the alarm, or have any knowledge of it, so it seems to sort of delay a response one way or another, whether it is a legit alarm, or just a false alarm.

3 Messages

@davey_d​ actually, the material on the set up states, that both the primary and secondary would be called if the primary is not reached by the monitoring service. You'd have to have this as my dad is 91. If he is incapacitated during a fire, from what you said, they'd only call him. Well' he's on the floor burning up. So, the secondary would not be contacted?  That makes no sense and what you say is NOT in the material

Community Admin


5.5K Messages

@jleake6659​ the Primary numbers are called first, then your local emergency services, and then the Secondary contacts. The main difference is that by the time the operator gets to calling all the secondaries, the police or fire department may have already been dispatched, so the operator wouldn't be able to cancel it.

But please also don't forget that you can actually have 2 Primary Contacts listed - and both would be called before dispatch.


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