Change the monitoring station emergency contact information

Change the monitoring station emergency contact information

Important: This feature is only available if it is supported by your monitoring station and enabled by your service provider. If the following options are not present, contact your service provider for more information. 

When a monitoring station contact list is outdated or incorrect, the monitoring station may call the wrong numbers to address an alarm event. The Emergency Contact Management integration puts this capability in your hands.

Emergency contact information (e.g., Location [Premise] phone numbers, verbal passcodes, contact lists, and per-contact passcodes) can be modified using the website or app.

For more information about how to change your monitoring station contact information, see Change the monitoring station location phone number.

Emergency Contact Management integration

The monitoring station holds the emergency contact management information for an account. Every time the Monitoring Settings page is accessed on the Alarm.com customer website or Alarm.com app, the integration will gather the information from the monitoring station and display it. Information can then be added, updated, or removed. Once the information is saved, the information is sent back to the monitoring station.

Change the emergency contact information using the Alarm.com app:
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Note: Up to three emergency contacts can be attached to an account by default. To add more than three emergency contacts, contact your service provider.  

  1. Log into the Alarm.com app.
  2. Tap menu. 
  3. Tap Monitoring Settings.
  4. Tap Emergency Contacts.
  5. In Emergency Contacts, tap Add Contact.
  6. Tap either of the following to add contacts:
    • Add Manually to create a contact from scratch.
    • Add from Contacts to automatically add a contact from the device address book.
  7. Tap Sort to arrange the contact list priority as desired.
     
    Important: The monitoring station contacts the attached numbers in the order they appear in the list. 
     
  8. Tap and drag reorder for each contact to rearrange the list.
To change the emergency contact information using the Alarm.com customer website:
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Note: Up to three emergency contacts can be attached to an account by default. To add more than three emergency contacts, contact your service provider.  

  1. Log into the Alarm.com customer website.
  2. Click Settings.
  3. Click Monitoring Station.
  4. Click Emergency Contacts.
  5. Click + Contact.
  6. Enter the first and last name of the emergency contact.
  7. Click + Phone Number.
  8. Enter the desired phone numbers and select the Phone Type. 
  9. In Verbal Passcode, enter the desired verbal passcode for each contact.
  10. Click Save.

The contact order is the order in which the monitoring station will attempt to contact the provided numbers (i.e., If 1 is chosen, that person is contacted first). To reorder, click Reorder and then click and drag the contacts in the desired order. 

    Emergency Contact Management integration with Enhanced Call Verification

    Some monitoring stations support Enhanced Call Verification (ECV) protocol, which requires the monitoring station personnel to attempt to verify the alarm activation by making a minimum of two phone calls to two different responsible party telephone numbers before dispatching law enforcement to the scene.

    If the monitoring station uses ECV protocol, there is the option to add additional telephone numbers for someone to be contacted after law enforcement has been dispatched.

      To change ECV emergency contact information using the Alarm.com app: icn-chevron-up.svg

      Note: Up to three contacts can be attached for contact before and after law enforcement dispatch. To add more than three emergency contacts before and after dispatch, contact your service provider. 

      1. Log into the Alarm.com app.
      2. Tap menu. 
      3. Tap Monitoring Settings.
      4. Tap Emergency Contacts.
      5. In Prior to Dispatch, tap Add Contact to add contacts that will be notified before dispatch. 
        1. Tap either of the following to add contacts:
          • Add Manually to create a contact from scratch.
          • Add from Contacts to automatically add a contact from the device address book.
      6. In After Dispatch, tap Add Contact to add contacts that will be notified after dispatch.
        1. Tap either of the following to add contacts:
          • Add Manually to create a contact from scratch.
          • Add from Contacts to automatically add a contact from the device address book.
      7. Tap Sort to arrange the contact list priority as desired.
         
        Important: The monitoring station contacts the attached numbers in the order they appear in the list. 
         
      8. Tap and drag reorder for each contact to rearrange the list.
      To change ECV emergency contact information using the Alarm.com customer website:
      icn-chevron-up.svg

      Note: Up to three contacts can be attached for contact before and after law enforcement dispatch. To add more than three emergency contacts before and after dispatch, contact your service provider. 

      1. Log into the Alarm.com customer website. 
      2. Click Settings. 
      3. Click Monitoring Station. 
      4. Click Emergency Contacts.
      5. Click + Contact.
      6. Using the When to Contact dropdown menu, select Before Dispatch or After Dispatch. 
      7. Enter the first and last name of the emergency contact.
      8. Use the first dropdown menu to select the number of contacts to be called before dispatch. 
      9. Click + Phone Number.
      10. Enter the desired phone numbers and select the Phone Type. 
      11. In Verbal Passcode, enter the desired verbal passcode for each contact.
      12. Click Save.

      The contact order is the order in which the monitoring station attempts to contact the provided numbers (i.e., If 1 is chosen, that person is contacted first). To reorder, click Reorder and then click and drag the contacts in the desired order.