Question 1

Will you respond within the industry standard for response times?

James Mulreaney · Accepted Answer

In most cases we respond to an alarm in accordance with Australian Standard AS 4421-1996 Guards & Patrols which is 35 minutes.

Question 2

Why is there a charge for 'additional areas'?

James Mulreaney · Accepted Answer

A small additional charge applies per separately monitored ‘additional area’ (see the What is an area? FAQ). Each ‘additional area’ requires the same amount of work as a separately monitored system.

Question 3

Why do we keep responding to what are obviously 'false alarms'?

James Mulreaney · Accepted Answer

We can't ever assume that any alarm is false. We treat every alarm from your security system as a potential security breach. Sometimes thieves may deliberately trigger repeated alarms from the same area in your premises hoping that a less diligent security provider might eventually ignore them. We'll only disregard an alarm signal from your premises upon your explicit instructions (verbal for temporary override/written for on-going circumstances). You may wish to consider a Video Monitoring Service, which allows our operators to remotely view your site when the alarm is activated, assisting them in verifying alarm triggers, and potentially reducing responses to what turn out to be false alarms.

Question 4

Why do I need to provide scheduled opening and closing times?

James Mulreaney · Accepted Answer

Without these times we're unable to check if your system has been armed or know if a member of staff has entered your premises outside your schedule. We recommend that you nominate the earliest time by which you expect to disarm your alarm each day, and the latest time by which you expect to arm your alarm each day.

If you don't want to have a schedule you shouldn't provide times. And if you want to remove your schedule email the Monitoring Centre at controlroom@wpsne.com.au

Question 5

Why do I need a password?

James Mulreaney · Accepted Answer

It's important that we're able to identify & verify those members of your organisation who are authorised to issue instructions or make temporary changes to your procedures or schedule. Therefore we require all authorised users to know your company’s “blanket” or their individual password. Your password should not be the same as your alarm code.

Question 6

Why do I have to provide contacts and what are their obligations?

James Mulreaney · Accepted Answer

Contacts are the people who you've nominated as your company’s authorised after hours decision makers.

While we're responsible for monitoring your alarm and advising your contacts of any exceptions, your contacts are responsible for making decisions about your security based on the information we provide. Once personal contact has been made with a contact, we consider that they've been duly advised and it's now their responsibility to make a decision.

If they don't want to make a decision or issue instructions it then becomes their responsibility to contact another contact who is able to make a decision.

Question 7

Why did you attend when my alarm didn't go off?

James Mulreaney · Accepted Answer

Our electronic Alarm Response Docket lists 9 event-types which may result in a response. One of these events will be selected on each docket you receive. In addition to intruder, fire or industrial alarms, the following are the most common events which may also indicate a breach to the security of your premises:

Late to Close - your alarm is still unarmed after your closing schedule and your response plan requires us to attend. Your response plan is only actioned if we haven't received a call from a contact, or have been unable to contact anyone on site.
Out-of-Hours Entry - your alarm system is disarmed outside your scheduled hours. A response is only despatched if we haven't had a call from a contact, or have been unable to contact anyone on site and your response plan authorises it.
Isolation - one or more of your detection devices haven't activated when your security system has been armed. Common causes include doors/roller shutters that may not have been secured correctly.
Let In/Out, Patrol Report and Random Patrol Request event-types are services provided at your request. Please contact us for more information.

Alarm Response Dockets are electronically delivered to an email address of your choice.

Question 8

What's included in the alarm response charge?

James Mulreaney · Accepted Answer

The standard response charge includes the patrol officers attendance and the first 10 minutes spent on site. An additional charge per minute applies if the patrol officer is required to wait for longer. Our maximum waiting time is 30 minutes after which the patrol officer can be replaced by a guard upon request. We may agree to extend this in exceptional circumstances. Public Holiday surcharge also applicable.

Question 9

What's a "blanket password"?

James Mulreaney · Accepted Answer

A "blanket password" is a password that everyone who's authorised to use your security system and contact the monitoring centre knows.

Your "blanket password" cannot be changed verbally.

Your "blanket password" can be changed by one of your authorised contacts emailing the Monitoring Centre

Question 10

What video device manufacturers does your Video Monitoring service support?

James Mulreaney · Accepted Answer

Our IMMIX ISO certified video monitoring platform can monitor an extensive range of cameras, DVRs, NVRs and VMSs including:

Question 11

What should I do if we move or want to cancel?

James Mulreaney · Accepted Answer

If you're moving you should notify us in writing as soon as possible so that we can arrange for the transfer of the monitoring service to your new location*. You may transfer your contract, however you'll need to contact us so that we can arrange the new connection and get your new site up and running as soon as possible.

If you're cancelling the service, one of your authorised contacts must request the termination of the service in writing. If you're still under contract at the time of cancellation you must pay out the balance of the service charges for the remaining months left on your contract. You'll also be liable for any ad-hoc charges incurred during this time.

Please allow up to 14 days for processing against your account. Please note that “We are moving” notices etc, won't be accepted as notification of a move or cancellation. It's never assumed that you've stopped using the security system until an authorised contact provides us with a written notification to such effect. It's not uncommon for customers to require security simultaneously at their old and new sites. For your security we insist on written notification so that we can authenticate the request.

* A quote may be required for the installation or relocation of your equipment.

Question 12

What should I do if I don't arm by the scheduled closing time?

James Mulreaney · Accepted Answer

If you're not arming your security system by the scheduled closing time contact the Monitoring Centre on (02) 6885 6440 and be ready to provide the following information:

Your first and last name
Company name and location
Your individual or blanket password
Estimated time of departure

Question 13

What should I do if I disarm outside our schedule?

James Mulreaney · Accepted Answer

If you're entering outside your schedule, contact the Monitoring Centre immediately after you've disarmed the security system and be ready to provide the following information:

Your first and last name
Company name and location
Your individual or blanket password
Estimated time of departure

The purpose of out-of-hours verification is to check who's coming and going from the premises during those times when the alarm system is meant to be armed. Therefore we ask that you don’t call 2-3 days before to “book in” as we need to verify you or your staff at the time of disarming.

Question 14

What Security System Apps do you support?

James Mulreaney · Accepted Answer

We provide installation & configuration for:

Integriti Mobile
Permaconn Pocket Secure
Skycommand by Inner Range

Question 15

What procedure should my cleaner follow if they're disarming & arming my security system?

James Mulreaney · Accepted Answer

As soon as they disarm the security system they should call the Monitoring Centre on (02) 6885 6440.

Question 16

What is VGA resolution?

James Mulreaney · Accepted Answer

VGA resolution is .3MP or 640 pixels horizontally x 480 pixels vertically per frame of video.

Question 17

What is Permaconn?

James Mulreaney · Accepted Answer

The Permaconn Alarm Monitoring Network communicates within ‘Virtual Private Networks’ (VPNs), provided by Optus and Telstra. The VPNs are dedicated for Permaconn alarm data only, and ensure all data transmitted & received is secure. All messages are encrypted ‘end to end’, using Advanced Encryption Standard (AES128). Dual SIM Permaconn devices communicate & switch seamlessly between both Telco networks, guaranteeing network availability of 99.9%.

Question 18

What is Inner Range Multipath?

James Mulreaney · Accepted Answer

Inner Range Multipath is a state of the art multiple path IP alarm transmission system designed for low cost alarm monitoring through to high security applications. Multipath-IP is a suite of products ranging from a variety of field hardware devices installed on the customers premises to dedicated hardware systems installed within a monitoring centre.

Question 19

What is an area?

James Mulreaney · Accepted Answer

Most security systems give you the ability to have specific areas - or partitions - of your business monitored whilst other areas remain disarmed. For instance you may be able to divide your building into three separate areas including the office, warehouse and showroom. Each ‘additional area’ may be monitored as if it were an independent entity with its own codes and schedules allowing you to choose the level of authorisation that each user has. You can assign rights to each user for either full or restricted access.

Question 20

What is a test signal?

James Mulreaney · Accepted Answer

Most alarm systems have the capability to send a test signal within a pre-defined period of time (e.g. once every 7 days, every 24 hours) to allow us to verify that your alarm system is still connected and reporting.

Question 21

What is a High Level Integration (HLI)?

James Mulreaney · Accepted Answer

A High Level Integration (HLI) is a system to system integration (i.e. in this instance much of the functionality of your Genetec Security Center, Avigilon Control Center™, Milestone XProtect® or Geutebruck G-Core VMS is connected by an API to our Video Monitoring platform) rather than just a simple device integration (i.e. such as connecting to an NVR, via an IP address and receiving video streams from cameras).

HLIs require time and iteration to set-up due to the large number of custom settings that can affect the operation and performance of the integration.

Common HLI functionality includes:

GetConfig - automatically enrolls cameras, relays, alarms and audio devices on set-up into Immix, with no manual data entry required
Live Video - the ability to view live video from the VMSs cameras
Pre Alarm - Immix presents 10 seconds of video immediately prior to an alarm
Post Alarm - Immix records video after an alarm is received
Quality - the ability to change the image quality (i.e. resolution) of a selected camera
PTZ Controls - the ability to control pan, tilt and zoom functionality
Presets - the ability to select predetermined PTZ positions
Multiview - the ability to view multiple cameras at one time from the VMS
Relays - the ability to control relays within the VMS such as opening doors and gates
Attached Footage - integrations with support for attached footage receive still images or video footage at the point the alarm is triggered. This provides an instant point of reference for the alarm as the footage was created at the exact point the alarm was triggered.
Ecare - the ability to generate notifications if communication to an end device is lost. Connection is made by using the IP address and Port listed in the site setup and ensures that the port is listening.
Playback - the ability to choose a time in the past to view footage from. Integrations with Playback support can choose a time in the past to view video from, providing the footage has been stored. This service is an add-on and quoted on request only.

Not all HLIs have the same functionality. Check the page of the VMS you use for more detail.

Call us on (02) 6885 6440 or email sales@wpsne.com.au to learn more.

Question 22

What is 720p resolution?

James Mulreaney · Accepted Answer

720p resolution is 1 megapixel or 1280 pixels horizontally x 720 pixels horizontally per frame of video.

Looking for a 720 IP camera or something with a higher resolution? Visit our Network Cameras section.

Question 23

What is 4K resolution?

James Mulreaney · Accepted Answer

4K resolution is 8 megapixels or 3840 pixels horizontally x 2160 pixels vertically per frame of video.

Question 24

What is 1080p resolution?

James Mulreaney · Accepted Answer

1080p resolution is 2 megapixels or 1920 pixels horizontally x 1080 pixels vertically per frame of video.

Question 25

What if we make a programming mistake during the FREE connection process?

James Mulreaney · Accepted Answer

We guarantee that if any of the tasks included in the FREE connection aren’t performed correctly, i.e. programming of communication tasks, testing of alarm communications to the monitoring centre, 5 user codes and entry and exit delay, that we’ll return to site and rectify the fault free of charge.

Question 26

What if someone cuts my telephone or fibre-optic line?

James Mulreaney · Accepted Answer

If you're using PSTN/Digital Dialler or fixed-line IP Monitoring via fibre as your communication option, there may be the risk that the line could be intentionally cut or drop-out due to network failure. If this happens your security system won't communicate with the Monitoring Centre. If you or your insurer are concerned about your level of risk you should consider switching to a 4G plan.

Question 27

What if my security system goes offline?

James Mulreaney · Accepted Answer

Offline – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

Question 28

What if I work late or visit the premises out of hours and I don't ring you?

James Mulreaney · Accepted Answer

We treat all "late to close" (meaning your security system hasn't been armed within your schedule) and "out-of-hours-entries" (meaning the system has been disarmed outside your schedule) as exceptions. This is because a lot of theft is internal. When we receive one of these events, we'll attempt to contact the premises in accordance with your response plan using the site numbers you've provided.

Sometimes we can't contact your site due to problems such as night switches, voice mail, incorrect in-dials, cancelled phone lines or mobile numbers. If we can't make contact with anyone on-site, your nominated Alarm Response Plan (see below) then comes into effect.

If you want to operate a schedule it's important that you get your staff to notify us when exceptions occur by calling the Monitoring Centre on (02) 6885 6440.

Question 29

What if I don't ring for a schedule violation?

James Mulreaney · Accepted Answer

We'll attempt to contact you using the numbers provided. If we can't make contact we'll advise your contacts.
Depending on your nominated Alarm Response Plan, a response vehicle may be sent to your premises to investigate.

Question 30

What if I can’t supply the installer code?

James Mulreaney · Accepted Answer

If you can’t supply the installer code the panel will need to be defaulted, i.e. to erase its system settings. When we do this some of the previous functionality may no longer exist. This is because programming was erased at default and the system is being reprogrammed from scratch. We allocate 1 hour of FREE time to complete this task. If it takes longer than 1 hour charges will apply.

Question 31

What if I can’t supply a zone list?

James Mulreaney · Accepted Answer

We can compile one for you using our best efforts. This means that we’ll determine what detection devices are attached to the security system and their location. The time taken to do this is included in the 1 hour of free time included in any free connection. If it takes longer than 1 hour we'll advise and charges will apply.

Question 32

What happens to my security system if there's a power failure?

James Mulreaney · Accepted Answer

Power Failure – on receipt of a power failure signal the event will be automatically placed on hold for a period of time. If power isn’t restored we’ll follow your nominated Alarm Response Plan.

Question 33

What happens to my alarm monitoring service if there’s a power cut?

James Mulreaney · Accepted Answer

Thanks to advances in technology, our alarm monitoring systems won’t fail if there’s a power cut. Unlike phone lines, 4G wireless monitoring systems continue to transmit when there’s a power outage. In the past, opportunistic thieves would use power cuts as an opportunity to gain unlawful access to a building. The use of 4G overcomes this, so you know your system is secure even when there’s no power. This also means your business is less likely to face a break-in when there’s an adverse weather event.

Question 34

What happens if we trigger our hold-up alarm?

James Mulreaney · Accepted Answer

Any request for a designated hold up alarm service must comply with the National Police Alarm Activation Response Guidelines.

Section 5, Alarm Categories & Responses, defines a Hold Up Alarm received from a business as a Category A alarm if it meets the following guidelines.

To qualify as a Hold Up Alarm the hold up button device attached to your security system must be:

a for purpose and manufactured dual button press device
permanently fixed to a solid surface and installed in accordance with Australian Standard 2201.2
operated by a person who is, or is about to be confronted by a weapon or threat of violence for the purpose of robbery
programmed to a seperate, individual zone on the security system
maintained in accordance with Australian Standard 2201.1:2007
accompanied by the owners written instructions for the activation and reset of the device
have any tools or keys that are required for its reset in a designated location on the premises
operated as an add-on to a business monitoring service that sends open and close events to the Monitoring Centre when the security system is armed and disarmed

Please note that portable wireless devices, including pendants cannot be classified as a Hold Up Alarm. For information regarding these devices and their treatment as a Duress Alarm please see the FAQ What if I trigger a duress alarm?

In all instances operators will notify Police to attend. Once Police notification has taken place it is irrevocable.

Please note that the National Police Alarm Activation Response Guidelines are a product of the National Emergency Communications Working Group - Australia and New Zealand (NECWG-A/NZ) and are available on the necwg-anz.org website. WPSNE cannot guarantee that the police force in your jurisdiction will handle operational matters as described in this document or make changes without notice.

Question 35

What happens if we trigger our duress alarm?

James Mulreaney · Accepted Answer

A duress alarm isn't a Hold Up Alarm and isn't reported to police on activation. If you require a Hold Up Alarm please read the FAQ What Happens if we trigger our hold up alarm?

Question 36

What happens if we can't contact you?

James Mulreaney · Accepted Answer

Once we've called and left messages for all of your contacts we'll wait to receive further instructions. If your Alarm Response Plan includes sending a response vehicle without a contacts authorisation this will be done.

Question 37

What happens if there's a break in?

James Mulreaney · Accepted Answer

A member of the Monitoring Team will notify your nominated contacts immediately. Once we've contacted you we can assist you with contacting the police if you want them to attend. Most Australian police services require an onwer or representative of the business to personally make this request and expect you to be present when they attend. We're unable to directly make that request for you.

If you'd like to make temporary arrangements for the safeguarding of the propoerty we can also assist.

If we're unable to contact you and you haven't authorised us to place a guard on-site, we're unable to take any further action.

Question 38

What happens if our alarm goes off?

James Mulreaney · Accepted Answer

Alarm activation – on receipt of an alarm the operator will follow your nominated Alarm Response Plan.

Question 39

What happens if my smoke detector goes off?

James Mulreaney · Accepted Answer

Smoke Alarms – notification of fire/smoke alarms is account specific and will take place immediately if you’ve requested it. If notification of the Fire Brigade is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify the Fire Brigade to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

Question 40

What happens if my security system sends a line fault signal?

James Mulreaney · Accepted Answer

Line fault trouble – on receipt of a signal we’ll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we’ll still notify a contact to advise them.

Question 41

What happens if my security system fails to send a test signal?

James Mulreaney · Accepted Answer

Test failure / Should have reported – if a test signal isn’t received as scheduled, we’ll contact you during business hours and get you to test your security system.

Question 42

What happens if my fire alarm goes off?

James Mulreaney · Accepted Answer

Fire Alarms – notification of fire alarms is account specific and will take place immediately if you’ve requested it. If notification of the Fire Brigade is not specified in the account comments, contacts will be notified. If we’re unable to contact any contacts we’ll notify the Fire Brigade to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

Question 43

What happens if I trigger my medical alarm?

James Mulreaney · Accepted Answer

Ambulance authority notification of medical alarms is account specific and will take place immediately if you’ve requested it. If ambulance authority notification isn’t specified your contacts will be notified. If we’re unable to contact any contacts we’ll automatically notify the ambulance authority in your state or region to attend.

Medical monitoring services can also include regular live testing by the Monitoring Centre. Please call Sales on (02) 6885 6440 or email sales@wpsne.com.au to make an enquiry.

Question 44

What features does the Milestone XProtect Video Monitoring service offer?

James Mulreaney · Accepted Answer

The Milestone XProtect integration is an advanced system-to-system integration and is a VMS platform that allows a user to view live camera along with recorded camera footage, perform remote tasks such as relay activation/deactivation, perform audio communication and supports multiple alarm types. A variety of this functionality can be used via the Immix platform.

Features include:

GetConfig - GetConfig support allows the user to automatically obtain device details without having to input them manually. Input the IP, port, user and password as you usually would, and hit GetConfig and Immix will automatically grab the cameras, relays, alarms and audio devices (where applicable) without the need to input each of these one by one. This process only occurs at site setup. Further changes to the end device will not be kept up to date on Immix.
Live Video - This feature allows a live video to be loaded seamlessly within the interface with no need for extra configuration (apart from as listed on the dedicated support page).
Quality - Image resolution can be amended in the Immix interface, either during live view, or by setting a level during setup. In Live, select the Quality drop-down menu and choose the quality you require. The image will immediately switch to your selection.
PTZ Control - PTZ support allows the operator to maneuver the camera position, if the camera has this ability. By clicking and holding in the position of the live image where you wish to move the camera will perform this task. You can also use the zoom in and zoom out buttons below the live image.
Presets - If an integration supports PTZ then the device may also be able to predetermine preset positions for the camera including zoom.
Multiview - Multiview opens a separate browser window to display multiple cameras at once, each within a session of its own. Without configuration Multiview will load the first 6 cameras in a listed site. Configuration of Multiview can be acheived in the Site Setup to determine the cameras that you first want the operator to see.
Relays - Integrations with Relay support are able to select output commands from the Immix interface. These commands can include door and gate opening. A pulsed relay can be initiated, with the target returning to its original state afterwards, or a pair of buttons can be used to manually operate both an 'On' and 'Off' state.
Pre Alarm Recording - This feature obtains 10 seconds of footage immediately prior to the alarm occurring.
Post Alarm Recording - The ability to record footage immediately further to an alarm being received in Immix. Integrations with Post Alarm Recording support will be able to record camera footage upon receipt of an alarm into Immix. Configure an Alarm Action to record a camera for the duration you require. This feature does not require support for alarms. This is purely a recording action assigned to any alarm (even from a different device).
Ecare -The ability to have Immix generate notifications if communication to the end device is lost. Support for Ecare means that Immix has the ability to connect to the device listed on the site in order to check whether it is alive. Connection is made by using the IP address and Port listed in the Immix site setup and ensures that the port is listening. Connection attempts are made based on the 'Ecare checking interval' set. 'Ecare fail threshold' will determine how many connection failures are made before an alarm is provided to the operator.
Playback - The ability to choose a time in the past to view footage from. Integrations with Playback support can choose a time in the past to view video from, providing the footage has been stored on the end device. By selecting the calendar icon in the site the operator is asked to choose a time and date to start streaming from. This feature is not included in standard VM pricing.

Please contact us on (02) 6885 6440 for advanced technical documentation or to speak with a technical representative.

Call us on (02) 6885 6440 or email sales@wpsne.com.au to learn more.

Question 45

What features does the Geutebruck G-Core Video Monitoring service offer?

James Mulreaney · Accepted Answer

The Geutebruck G-Core integration is an advanced system-to-system integration. Devices are added and configured on the GCore server, Immix is then configured to connect to the GCore server as opposed to connecting devices directly to Immix. This integration includes an alarm receiver service to handle all the alarm requests going into Immix.

Features include:

GetConfig - GetConfig support allows the user to automatically obtain device details without having to input them manually. Input the IP, port, user and password as you usually would, and hit GetConfig and Immix will automatically grab the cameras, relays, alarms and audio devices (where applicable) without the need to input each of these one by one. This process only occurs at site setup. Further changes to the end device will not be kept up to date on Immix.
Live Video - This feature allows a live video to be loaded seamlessly within the interface with no need for extra configuration (apart from as listed on the dedicated support page).
PTZ Control - PTZ support allows the operator to maneuver the camera position, if the camera has this ability. By clicking and holding in the position of the live image where you wish to move the camera will perform this task. You can also use the zoom in and zoom out buttons below the live image. The Camera's "Media Channel ID" and "Global Number" must be set to the same value. This feature is not included in standard VM pricing.
Presets - If an integration supports PTZ then the device may also be able to predetermine preset positions for the camera including zoom.
Multiview - Multiview opens a separate browser window to display multiple cameras at once, each within a session of its own. Without configuration Multiview will load the first 6 cameras in a listed site. Configuration of Multiview can be acheived in the Site Setup to determine the cameras that you first want the operator to see.
Relays - Integrations with Relay support are able to select output commands from the Immix interface. These commands can include door and gate opening. A pulsed relay can be initiated, with the target returning to its original state afterwards, or a pair of buttons can be used to manually operate both an 'On' and 'Off' state.
Pre Alarm Recording - This feature obtains 10 seconds of footage immediately prior to the alarm occurring.
Post Alarm Recording - The ability to record footage immediately further to an alarm being received in Immix. Integrations with Post Alarm Recording support will be able to record camera footage upon receipt of an alarm into Immix. Configure an Alarm Action to record a camera for the duration you require. This feature does not require support for alarms. This is purely a recording action assigned to any alarm (even from a different device).
Ecare -The ability to have Immix generate notifications if communication to the end device is lost. Support for Ecare means that Immix has the ability to connect to the device listed on the site in order to check whether it is alive. Connection is made by using the IP address and Port listed in the Immix site setup and ensures that the port is listening. Connection attempts are made based on the 'Ecare checking interval' set. 'Ecare fail threshold' will determine how many connection failures are made before an alarm is provided to the operator.
Camera Playback - The ability to choose a time in the past to view footage from. Integrations with Playback support can choose a time in the past to view video from, providing the footage has been stored on the end device. By selecting the calendar icon in the site the operator is asked to choose a time and date to start streaming from. This feature is not included in standard VM pricing.

Please contact sales on (02) 6885 6440 for advanced technical documentation or to speak with a technical representative.

Call us on (02) 6885 6440 or email sales@wpsne.com.au to learn more.

Question 46

What features does the Genetec Security Center Video Monitoring service offer?

James Mulreaney · Accepted Answer

Genetec is a system-to-system integration rather than a simple device integration and as such, requires more time and skill to set up. Genetec has a wide variety of custom settings that can affect the performance of this integration. Set up may also require the authority and access to modify the currently configured settings within the Genetec system. Changes will have to be made to some system settings to enable your Genetec Security Center application to connect to our Video Monitoring platform.

Genetec requires a licence to enable the Video Monitoring functionality.

Features include:

GetConfig - GetConfig support allows the user to automatically obtain device details without having to input them manually. Input the IP, port, user and password as you usually would, and hit GetConfig and Immix will automatically grab the cameras, relays, alarms and audio devices (where applicable) without the need to input each of these one by one. This process only occurs at site setup. Further changes to the end device will not be kept up to date on Immix. Immix will find alarms associated with Doors, Elevators and Cameras. Immix will NOT find alarms attached to Areas and Tile plugins. Presets not supported via GetConfig.
Live Video (PassThrough) - The ability for live video to pass-through the server without any processing. This feature allows the server to pass H.264 encoded live video from the device through to the client without any processing on the server. Genetec Live Video connects through RTSP streaming only.
Quality - Image resolution can be amended in the Immix interface, either during live view, or by setting a level during setup. In Live, select the Quality drop-down menu and choose the quality you require. The image will immediately switch to your selection.
PTZ Control - PTZ support allows the operator to maneuver the camera position, if the camera has this ability. By clicking and holding in the position of the live image where you wish to move the camera will perform this task. You can also use the zoom in and zoom out buttons below the live image.
Presets - If an integration supports PTZ then the device may also be able to predetermine preset positions for the camera including zoom.
Multiview - Multiview opens a separate browser window to display multiple cameras at once, each within a session of its own. Without configuration Multiview will load the first 6 cameras in a listed site. Configuration of Multiview can be acheived in the Site Setup to determine the cameras that you first want the operator to see.
Relays - Integrations with Relay support are able to select output commands from the Immix interface. These commands can include door and gate opening. A pulsed relay can be initiated, with the target returning to its original state afterwards, or a pair of buttons can be used to manually operate both an 'On' and 'Off' state.
Pre Alarm Recording - This feature obtains 10 seconds of footage immediately prior to the alarm occurring.
Post Alarm Recording - The ability to record footage immediately further to an alarm being received in Immix. Integrations with Post Alarm Recording support will be able to record camera footage upon receipt of an alarm into Immix. Configure an Alarm Action to record a camera for the duration you require. This feature does not require support for alarms. This is purely a recording action assigned to any alarm (even from a different device).
Ecare -The ability to have Immix generate notifications if communication to the end device is lost. Support for Ecare means that Immix has the ability to connect to the device listed on the site in order to check whether it is alive. Connection is made by using the IP address and Port listed in the Immix site setup and ensures that the port is listening. Connection attempts are made based on the 'Ecare checking interval' set. 'Ecare fail threshold' will determine how many connection failures are made before an alarm is provided to the operator.
Playback - The ability to choose a time in the past to view footage from. Integrations with Playback support can choose a time in the past to view video from, providing the footage has been stored on the end device. By selecting the calendar icon in the site the operator is asked to choose a time and date to start streaming from. This feature is not included in standard VM pricing.

Please contact sales on (02) 6885 6440 for advanced technical documentation or to speak with a technical representative.

Call us on (02) 6885 6440 or email sales@wpsne.com.au to learn more.

Question 47

What features does the Dahua Video Monitoring service offer?

James Mulreaney · Accepted Answer

The Dahua Video Monitoring integration includes the following features.

Features include:

GetConfig - GetConfig support allows the user to automatically obtain device details without having to input them manually. Input the IP, port, user and password as you usually would, and hit GetConfig and Immix will automatically grab the cameras, relays, alarms and audio devices (where applicable) without the need to input each of these one by one. This process only occurs at site setup. Further changes to the end device will not be kept up to date on Immix.
Live Video - This feature allows a live video to be loaded seamlessly within the interface with no need for extra configuration (apart from as listed on the dedicated support page).
Live Video (PassThrough) - The ability for live video to pass-through the server without any processing. This feature allows the server to pass H.264 encoded live video from the device through to the client without any processing on the server, resulting in much lower resource use on the Immix server.
Quality - Image resolution can be amended in the Immix interface, either during live view, or by setting a level during setup. In Live, select the Quality drop-down menu and choose the quality you require. The image will immediately switch to your selection.
PTZ Control - PTZ support allows the operator to maneuver the camera position, if the camera has this ability. By clicking and holding in the position of the live image where you wish to move the camera will perform this task. You can also use the zoom in and zoom out buttons below the live image. This feature is not included in standard VM pricing.
Presets - If an integration supports PTZ then the device may also be able to predetermine preset positions for the camera including zoom.
Multiview - Multiview opens a separate browser window to display multiple cameras at once, each within a session of its own. Without configuration Multiview will load the first 6 cameras in a listed site. Configuration of Multiview can be acheived in the Site Setup to determine the cameras that you first want the operator to see.
Relays - Integrations with Relay support are able to select output commands from the Immix interface. These commands can include door and gate opening. A pulsed relay can be initiated, with the target returning to its original state afterwards, or a pair of buttons can be used to manually operate both an 'On' and 'Off' state.
Pre Alarm Recording - This feature obtains 10 seconds of footage immediately prior to the alarm occurring.
Post Alarm Recording - The ability to record footage immediately further to an alarm being received in Immix. Integrations with Post Alarm Recording support will be able to record camera footage upon receipt of an alarm into Immix. Configure an Alarm Action to record a camera for the duration you require. This feature does not require support for alarms. This is purely a recording action assigned to any alarm (even from a different device).
Ecare -The ability to have Immix generate notifications if communication to the end device is lost. Support for Ecare means that Immix has the ability to connect to the device listed on the site in order to check whether it is alive. Connection is made by using the IP address and Port listed in the Immix site setup and ensures that the port is listening. Connection attempts are made based on the 'Ecare checking interval' set. 'Ecare fail threshold' will determine how many connection failures are made before an alarm is provided to the operator.
Camera Playback - The ability to choose a time in the past to view footage from. Integrations with camera Playback support can choose a time in the past to view video from, providing the footage has been stored on the end device. By selecting the calendar icon in the site the operator is asked to choose a time and date to start streaming from. This feature is not included in standard VM pricing.
Alarms (SMTP) - Integrations which have Alarm support are able to provide accurate input numbers and allow Immix to perform actions based on decoding input numbers. This includes initiating Scripts and assigning Priority.
Attached Image - The ability for the device to send alarm footage in a compatible form to be displayed in the Immix interface. Integrations with support for attached footage receive still images or video footage at the point the alarm is sent. This provides an instant point of reference for the alarm as the footage was created at the exact point the alarm was triggered. Immix is able to present this footage regardless of specific Alarm support being available. Formats Immix can display in include JPG, MJPG, MP4. Other formats, whilst still useable, may require a separate piece of viewing software.

Please contact us on (02) 6885 6440 for advanced technical documentation or to speak with a technical representative.

Call us on (02) 6885 6440 or email sales@wpsne.com.au to learn more.

Question 48

What features does the Avigilon Control Center Video Monitoring service offer?

James Mulreaney · Accepted Answer

-to-system integration and includes all the major features of a VMS integration. It supports getconfig making on-boarding of a new system simple & easy. Its supports advanced Avigilon ACC analytics through Avigilon cameras and Rialtos decoders (formally VideoIQ).

Avigilon requires a licence to enable the Video Monitoring functionality.

Features include:

GetConfig - GetConfig support allows the user to automatically obtain device details without having to input them manually. Input the IP, port, user and password as you usually would, and hit GetConfig and Immix will automatically grab the cameras, relays, alarms and audio devices (where applicable) without the need to input each of these one by one. This process only occurs at site setup. Further changes to the end device will not be kept up to date on Immix.
Live Video - This feature allows a live video to be loaded seamlessly within the interface with no need for extra configuration (apart from as listed on the dedicated support page).
Quality - Image resolution can be amended in the Immix interface, either during live view, or by setting a level during setup. In Live, select the Quality drop-down menu and choose the quality you require. The image will immediately switch to your selection.
PTZ Control - PTZ support allows the operator to maneuver the camera position, if the camera has this ability. By clicking and holding in the position of the live image where you wish to move the camera will perform this task. You can also use the zoom in and zoom out buttons below the live image.
Presets - If an integration supports PTZ then the device may also be able to predetermine preset positions for the camera including zoom.
Multiview - Multiview opens a separate browser window to display multiple cameras at once, each within a session of its own. Without configuration Multiview will load the first 6 cameras in a listed site. Configuration of Multiview can be acheived in the Site Setup to determine the cameras that you first want the operator to see.
Relays - Integrations with Relay support are able to select output commands from the Immix interface. These commands can include door and gate opening. A pulsed relay can be initiated, with the target returning to its original state afterwards, or a pair of buttons can be used to manually operate both an 'On' and 'Off' state.
Pre Alarm Recording - This feature obtains 10 seconds of footage immediately prior to the alarm occurring.
Post Alarm Recording - The ability to record footage immediately further to an alarm being received in Immix. Integrations with Post Alarm Recording support will be able to record camera footage upon receipt of an alarm into Immix. Configure an Alarm Action to record a camera for the duration you require. This feature does not require support for alarms. This is purely a recording action assigned to any alarm (even from a different device).
Ecare -The ability to have Immix generate notifications if communication to the end device is lost. Support for Ecare means that Immix has the ability to connect to the device listed on the site in order to check whether it is alive. Connection is made by using the IP address and Port listed in the Immix site setup and ensures that the port is listening. Connection attempts are made based on the 'Ecare checking interval' set. 'Ecare fail threshold' will determine how many connection failures are made before an alarm is provided to the operator.
Playback - The ability to choose a time in the past to view footage from. Integrations with Playback support can choose a time in the past to view video from, providing the footage has been stored on the end device. By selecting the calendar icon in the site the operator is asked to choose a time and date to start streaming from. This feature is not included in standard VM pricing.

Please contact sales on (02) 6885 6440 for advanced technical documentation or to speak with a technical representative.

Call us on (02) 6885 6440 or email sales@wpsne.com.au to learn more.

Question 49

What does Grade A1 Monitoring Centre mean?

James Mulreaney · Accepted Answer

A Grade A1 Monitoring Centre is Australian/New Zealand Standards highest classification for a Monitoring Centre.

The Standard provides the requirements for the grading of construction of Monitoring Centres and the grading of equipment and staff used for the monitoring of security systems. The Standard uses two seperate parameters for grading: building services and construction are graded on a scale from A to C with A being most resistant to attack, and; operation, equipment and staff are graded on a scale from 1 to 3 with 1 having the highest performance.

Question 50

What does FREE connection include?

James Mulreaney · Accepted Answer

Free connection is limited to the programming of the existing alarm system to the monitoring centre and includes:

1. Programming of communication tasks so that the system communicates to the Monitoring Centre
2. Testing of alarm communications to the Monitoring Centre
3. 5 user codes
4. Entry & exit delay

We estimate that this work shall take no longer than 1 hour. FREE connection does not include installation or configuration of any app/s.

We recommend that you provide unrestricted access to the alarm system and any detection devices on connection day, i.e. remove anything obstructing access to doors & roller shutters. Remove pallets on racking that may be masking detectors.

Question 51

What does bypass or isolation mean?

James Mulreaney · Accepted Answer

Bypass / Trouble (Isolation) – one or more of the detection devices isn't functioning on arming. Common causes include doors and or roller shutters that may not have been closed.

Question 52

What does AXIS Zipstream technology do?

James Mulreaney · Accepted Answer

AXIS Zipstream technology preserves all the important forensic detail you need, while lowering bandwidth and storage requirements by an average of 50% or more.

Unlike most compression technology, Zipstream doesn’t just limit bitrate. Instead, three kinds of intelligent algorithms ensure that relevant forensic information is identified, recorded and sent in full resolution and at full frame rate.

In other words, our proprietary Dynamic ROI, Dynamic GOP and Dynamic FPS work together in real-time to preserve faces, tattoos or license plate numbers and more.

The result? With Zipstream, you keep the resolution and the frame rate, and still store a whole lot less. So you save space – and money – without sacrificing valuable information.

Question 53

What do I need to tell my contacts?

James Mulreaney · Accepted Answer

Please make sure that all of your contacts know that they're on the Contacts list you've given us, and that we may attempt to contact them. It's also important that they understand your company’s security policies and their obligations should we contact them.

Question 54

What do I need to supply for FREE connection?

James Mulreaney · Accepted Answer

The security systems installer code and the zone list. What’s a zone list? The zone list is the location and type of detection devices that the system monitors.

Question 55

What do I do if I don't think I should pay for a response?

James Mulreaney · Accepted Answer

Firstly, check your phone to see if you've missed any calls or voice mails from us. You can also speak with our Monitoring Centre on (02) 6885 6440 to see if there were any failed attempts to contact you, as every call, attempted call and voice mail is recorded and logged. Please note that the Monitoring Centre cannot agree to or issue credits.

If you don't think we contacted you get in touch with our Accounts department on (02) 6885 6440 or accounts@wpsne.com.au and they'll email you a 'Request for Credit' form. Once you've completed and returned the form we'll investigate your enquiry. If we haven't contacted you as agreed in your response plan we'll issue a credit. If you'd like to amend your response plan at this time we can organise that as well.

Please note that some inquiries take longer to investigate than others including queries relating to multiple responses or involving special detection devices such as refrigeration, smoke and heat detectors.

Question 56

What are common alarm & system events and how are they actioned?

James Mulreaney · Accepted Answer

Alarm activation – on receipt of an alarm the operator will follow your nominated Alarm Response Plan.

Bypass / Trouble (Isolation) – one or more of the detection devices hasn't switched on when the system was armed. Common causes include doors and or roller shutters that may not have been closed.

Fire or Smoke Alarms – notification of fire/smoke alarms is account specific and will take place immediately if you've requested it. If notification of Fire & Rescue NSW is not specified in the account comments, contacts will be notified. If we're unable to contact any contacts we'll notify Fire & Rescue NSW to attend. If the system is disarmed an operator will contact the premises directly and report the activation.

Medical Alarms - NSW Ambulance Service notification of medical alarms is account specific and will take place immediately if you've requested it. If NSW Ambulance Service notification is not specified in the account comments contacts will be notified. If we're unable to contact any contacts we'll then automatically notify NSW Ambulance Service to attend.

Power Failure – on receipt of a power failure signal the event will be automatically placed on hold for a period of time. If power isn't restored we'll follow your nominated Alarm Response Plan.

Low Battery – on receipt of a low battery signal we'll follow your nominated Alarm Response Plan.

Test failure / Should have reported – if a test signal isn't received as scheduled, we'll contact you during business hours and get you to test your security system.

Line fault trouble / offline – on receipt of a signal we'll follow your Alarm Response Plan. Because this type of signal indicates that your system is no longer communicating with the Monitoring Centre, if we send a response vehicle to the site and a fault cannot be identified, we'll still notify a contact to advise them.

Question 57

What are codecs and how do they work in video surveillance?

James Mulreaney · Accepted Answer

Codec is an amalgam of the words compression & decompression. Compression is the process of reducing bandwidth and storage consumption.

Because each frame of recorded video contains many of the pixels that were in the previous frame, codecs compress video by only recording the pixels that changed between frames thereby reducing bandwidth consumption and proc

Question 58

What Alarm Response Plans can I choose from?

James Mulreaney · Accepted Answer

You can choose one of the following standard alarm response plans:

Plan 1 - you authorise us to respond to all events without calling your nominated contacts. Alarm Response charges may apply.
Plan 2 - we'll contact your contacts to attend, but you authorise us to respond to all events if none of your contacts are contactable.
Plan 3 - we'll contact your contacts to attend your premises, but if none of your contacts is contactable we will NOT respond because we don't have your authorisation to do so. By selecting this plan you acknowledge that such action may be contrary to your insurers requirements.

If our standard response plans don't meet your needs please contact us to discuss a feature request. Feature requests are customised action plans built for specific scenarios including refrigeration, medical, smoke, heat and duress alarms that require special handling. Charges apply for custom programming and testing. Additional monitoring charges may also apply.

Question 59

Is Western Plains Security Network Electronics ISO certified?

James Mulreaney · Accepted Answer

Yes. We're ISO 9001:2015 certified for Quality Management, 45001:2018 Occupational Health & Safety and 14001:2015 Environmental Management.

Question 60

How does Video Monitoring work?

James Mulreaney · Accepted Answer

Our interactive video monitoring platform, Immix from Sureview Systems, is an open & scalable system that offers integrations with over 170 manufacturers and supports thousands of manufacturer VMSs, NVRs, DVRs, Encoders & Cameras.

When we integrate connect your video surveillance system with our Video Monitoring platform we can provide:

Live, Pre & Post Alarm imaging for Video Verification
Ad-hoc & Scheduled Video Patrols
Device Uptime - anytime a device loses connectivity we'll receive an alarm
Camera Health - camera failure, hard disk failure, video loss & more are handled & escalated as alarm signals
Remote Access - providing remote access for employees & authorised personnel to customer facilities
Door Station Answering
Triggering of Relays & Presets

Question 61

How do I request an alarm activity report?

James Mulreaney · Accepted Answer

Send an email to controlroom@wpsne.com.au with the following information: start date, finish date etc.

Requests for history more than 3 months may take 24-48 hours to produce. Charges may also apply.

Question 62

How do I organise a temporary guard service?

James Mulreaney · Accepted Answer

Customers with existing monitored locations can organise an emergency or temporary Guard Service by emailing us at: controlroom@wpsne.com.au from your business email address.

A minimum 4 hour charge is applicable. Non-emergency rates apply when more than 4 hours notice is given. Emergency rates apply when less than 4 hours notice is given.

You'll also need to provide access to toilet & kitchen facilities at the location.

Question 63

How do I order new access cards?

James Mulreaney · Accepted Answer

Do you know what kind of access card you need?

You're probably running one of two types of card: HID Proximity or HID iCLASS. Not sure? That's OK, if you've ordered cards through us before we should have your details on file. You can call Service on (02) 6885 6440 or email us at sales@wpsne.com.au.

Question 64

How do I add medical alarm monitoring to my service?

James Mulreaney · Accepted Answer

Medical alarm monitoring is an add-on service that requires the installation of a specific device to the security system.

Once the device has been installed you'll need to provide the Monitoring Centre with specific information regarding the patient and its use. Please call Sales on (02) 6885 6440 or email sales@wpsne.com.au to make an enquiry.

FAQs

Video Surveillance (6)

What is VGA resolution?

What is 720p resolution?

What is 4K resolution?

What is 1080p resolution?

What does AXIS Zipstream technology do?

What are codecs and how do they work in video surveillance?

Video Monitoring (8)

What video device manufacturers does your Video Monitoring service support?

What is a High Level Integration (HLI)?

What features does the Milestone XProtect Video Monitoring service offer?

Features include:

What features does the Geutebruck G-Core Video Monitoring service offer?

Features include:

What features does the Genetec Security Center Video Monitoring service offer?

Features include:

What features does the Dahua Video Monitoring service offer?

Features include:

What features does the Avigilon Control Center Video Monitoring service offer?

Features include:

How does Video Monitoring work?

Service (12)

What Security System Apps do you support?

What if we make a programming mistake during the FREE connection process?

What if I can’t supply the installer code?

What if I can’t supply a zone list?

What does FREE connection include?

What do I need to supply for FREE connection?

How do I order new access cards?

Does FREE connection include replacement of the back-up battery?

Does FREE connection include replacement of door switches?

Does FREE connection include maintenance or repair of existing security equipment?

Does FREE connection include installation & configuration of my security system app?

Does FREE connection include any upgrades or additional equipment that needs to be installed?

Security Systems (1)

How can I upgrade from Concept 4000 to Integriti?

Have valuable Concept 4000 assets that are no longer supported?

How can we help migrate your Concept 4000 to the Integriti platform?

What gets migrated?

What doesn’t get migrated?

Permaconn (1)

What is Permaconn?

Inner Range Multipath (1)

What is Inner Range Multipath?

Guard Services (1)

How do I organise a temporary guard service?

Alarm Responses (8)

Will you respond within the industry standard for response times?

Why do we keep responding to what are obviously ‘false alarms’?

Why did you attend when my alarm didn’t go off?

What’s included in the alarm response charge?

What if I work late or visit the premises out of hours and I don’t ring you?

What happens if there’s a break in?

What do I do if I don’t think I should pay for a response?

What Alarm Response Plans can I choose from?

Alarm Monitoring (39)

Why is there a charge for ‘additional areas’?

Why do we keep responding to what are obviously ‘false alarms’?

Why do I need to provide scheduled opening and closing times?

Why do I need a password?

Why do I have to provide contacts and what are their obligations?

Why did you attend when my alarm didn’t go off?

What’s a “blanket password”?

What should I do if we move or want to cancel?

What should I do if I don’t arm by the scheduled closing time?

What should I do if I disarm outside our schedule?

What procedure should my cleaner follow if they’re disarming & arming my security system?

What is Permaconn?

What is Inner Range Multipath?

What is an area?

What is a test signal?

What if someone cuts my telephone or fibre-optic line?

What if my security system goes offline?

What if I don’t ring for a schedule violation?

What happens to my security system if there’s a power failure?

What happens to my alarm monitoring service if there’s a power cut?

What happens if we trigger our hold-up alarm?

What happens if we trigger our duress alarm?

What happens if we can’t contact you?