Dear Security Partners Dealer:
We’re in the final stages of the Security Partners (“SP”) monitoring upgrade to the COPS Generations software platform, which is scheduled to begin late morning (ET) on:
Tuesday, September 14th
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ABOUT THE MIGRATION
The migration is a process, which means it will not happen all at once.
Barring any unforeseen circumstances, the process is scheduled to begin on September 14th and is likely to take at least several hours (if not a few days) as we verify the rerouting of traffic.
The migration is scheduled to occur in stages:
- Dial-up receiver traffic, then
- IP based monitoring traffic, then
- Inbound Voice Lines
NOTE: You do NOT need to reprogram accounts unless we contact you to do so.
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MIGRATION STAGING (Wednesday, Sept 8)
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The SP Manitou account base will be locked for dealer-direct editing starting on 09/08 to ensure the current data is accurately moved to the COPS Generations system.
- We realize you need to continue maintaining your customer base. Account changes should be faxed or emailed:
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MIGRATION INFORMATION / EXPECTATIONS (Tuesday, Sept 14 Forward):
Dealer Numbers:
Your Dealer Number is changing. This was mailed to you on August 18th with temporary MPower login credentials. You can also retrieve this number by sending an email to spmigration@copsmonitoring.com
- Before the migration, you should login to MPower at least once using the temporary credentials we sent you and setup your new password.
- We also recommend setting up your additional users with the desired permissions.
- A tutorial on how to do this is in the Manage Employee Access screen.
Receiver IDs:
Reminder: ALL of your account receiver IDs are changing on the COPS system. You will be able to locate your accounts in MPower using QuickSearch, Basic Search, and Advanced Search functions. Video Tutorials are available on the screens for each of these features.
- We’ve also created a convenient Receiver conversion tool (“SP Receiver ID Conversion”) located in MPower’s “Tools and Info” column. Entering an SP Receiver ID will display the new COPS Receiver ID.
- If customers use their current SP Receiver / Account for identification purposes, we will be able to locate their account using their name, address, and/or phone number. We will authenticate them using their passcode and provide them with the new Receiver / Account for future use.
Subscriber Account Numbers:
Programmed account numbers will NOT be changing (just receiver prefixes) unless they are less than four digits (if <4, we will add zeros in front of the account number. (i.e: account 43 will become 0043).
Subscriber Passcodes:
Are REQUIRED on every account to perform actions (such as placing an account on test, calling in a false alarm).
- The Subscriber Account Number will be accepted if no subscriber passcode exists in the Manitou System.
- We refer to Subscriber Passcodes as “Central Station Passcodes”
Contacting COPS via Voice Lines:
The phone #s you and your customers dial to reach SP will remain the same at COPS.
- A separate inbound call group will be setup for the migration process.
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IMPORTANT: We ask for you and your customers to please be patient with the dispatchers when making inbound calls. During the migration process (and for some time after), the dispatchers must reference the COPS and Security Partners systems to process false alarms, look up history, perform testing functions, etc.
Monitoring:
Initially, alarms for your accounts will be handled in a separate queue with hand-picked experienced staff and former Security Partners employees.
Dealer Support:
You will have access to a special Dealer Support group made up of both COPS employees and former SP team members. To reach the special Dealer Support department, call: 800-367-8798.
Account Supervision:
The accuracy of open/close schedules and accounts with supervised tests may be impacted as it may take one supervision cycle for schedules to be synchronized as they’re deactivated in Manitou, and turned on in COPS’ Generations.
- Email report cycles may also be affected in the short-term.
Custom Caller ID:
There may be temporary interruptions with Custom Caller ID displays of outbound calls. If that occurs, your customers may see the Security Partners main number: 800-836-0142
SMS Messages:
SMS alarm / signal notifications will come from a new bank of numbers. The primary number is: (855) 661-1860. SMS may also come from the following numbers:
