2 Way Voice Monitoring
Two-way voice is supported in two technically different ways in the Cisco/Linksys Alarm Monitoring Solution. Calls can be 100% IP through Virtual Receivers running in our AlarmCloud Platform, or they can be part IP, part analog when placed through one of our custom provisioned Cisco devices connected to a line card on one of your existing PSTN alarm receivers. When calls go through your physical receiver, there is no change required on the setup of your phone system as it is all handled in exactly the same way as it is over PSTN.
Cisco/Linksys Device Connected to your Alarm Receiver
Even though the first leg of the call from the client device goes over IP into your facility, the Cisco device connected to a line card on your physical (POTS) alarm receiver converts everything back to analog and the transfer of calls to your operators is handled seamlessly by your existing alarm receiver and phone system.
100% IP using the AlarmCloud Platform
When using Contact ID and a Virtual Receiver running in the Cloud, Listen-in signals (event code 606) are detected and the calling IP device and alarm panel or PERS are diverted to a bank of specially configured Operator devices (Cisco/Linksys ATA's), IP phones or an IP PBX. When an operator answers a call, he or she will be connected directly to the remote Cisco/Linksys device with the call going 100% over IP. The Operator can control the 2-way voice call in the usual way by using the keys on the phone handset.
Where there is a requirement for multiple operators to handle multiple 2 way voice calls at the same time, you will require as many Operator Phones as you require concurrent calls. So, if you expect a maximum number of concurrent calls to be 5, then you should setup at least 5 Operator Phones.
The Operator Phones should be programmed in a "Round Robin" configuration so that when the first Operator ATA is busy, the call is diverted to the second ATA. If the second ATA is busy it should be diverted to the third, and so on until the call reaches the last phone in the bank - where it is redirected back to the first. The alternative to this is to have the Cisco/Linksys ATA hand off the calls to your existing PBX system where they can be queued to your exact requirements.