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Important:  The Central Station Account Code (a site ID number which is transmitted by your communicator), the Accounts Receivable Account Number (which appears on your invoices) and the Pass Code (the number or word you give the Operator to cancel a dispatch) are not the same thing.

The Problem with Pass Codes

A Central Station Pass Code is the word, name or number you give the Central Station Operator when your system has been activated.  It signifies that you are indeed authorized to be there and they can take your word that no dispatch is necessary.

The security industry has traditionally used a separate word, name or number other than the keypad code (the number you press on the keypad to stop the alarm from sounding).  It stems from the idea that using something different affords better security than having the keypad code be the same as the Central Station Pass Code. Unfortunately, all this does is create confusion and unnecessary dispatches.

• In one very common scenario, a house sitter accidentally triggers an alarm.  The Central Station calls, asking for the Pass Code.  The house sitter gives the keypad code, not that other magic word set up by the homeowner to ward off unwanted dispatches.
• In another scenario with many variations, the homeowner gives the correct Pass Code, but it is not accepted by the computer because of a variation in spelling; singular versus plural; pronunciation similar to another completely different word; a difference in spacing between words, etc.  The problem is that the Operators can not see the list of acceptable Pass Codes.  They must type in the Pass Code you give, and it either takes or it doesn't.
• In the most common situation, a user has not tripped the alarm for a long time, perhaps years.  That one day they finally trip the system by accident, they draw a complete blank when asked for the Pass Code, or they give a completely wrong pass code (perhaps one from some other system or one that was deleted long ago).  Meanwhile, the Keypad Code has been drilled into their brain every day through regular use!

We suggest the following:

• We are able to list as many different pass codes as you need.
• If you have a name, number or word that you like for the Pass Code, go ahead and use it, but make all of the programmed keypad codes also be valid Pass Codes.  Do it as a safety valve, even if you are not telling your system users that the keypad code can now be used as a Pass Code. 
• Everyone who is authorized to be on your premises alone should have the Keypad Code, a Pass Code and the number for the Central Station readily available. 
• In office and commercial situations, don't leave an employee alone in charge who can not stop an accidental dispatch.
• When you give the code to a new user, make them aware that it can be given to the Central Station Operator to cancel a dispatch, and that it can (and should) be changed if it is compromised.
• If you decide to stick with an independent Pass Code, be sure to explain the difference to all new users.  (Give them a copy of this writing?)
• Most modern security systems are capable of having multiple keypad codes.  Take advantage of it, by letting each user pick a code that they can easily remember.  Let's say you fire a house cleaner.  All you have to do is erase the cleaner's code from the system and have us take that person's name and code off the Pass Code list at the Central Station.  Because everyone else's code remains in force, you avoid the hassle and delay of notifying all the other users.
• Avoid having employees share keypad codes.  Many panels have internal history logs that can be retrieved by modem or at the keypad.  If there has been an incident, checking the log for the User Number helps us to quickly determine who was operating the system at the time.  We can then take needed corrective action or provide instruction.  
• If your system is accidentally tripped, take the initiative to call the Central Station yourself.  Don't sit back and wait for their Operator to call you.  This means you need to have their phone number and the Pass Code available on short notice.

Copyright © 2000, 2003  Luis Arellano, III. All rights reserved.
Revised: February 06, 2008 11:04