This is a proactive move by Cougar Monitoring to enable us to process alarms more efficiently by giving you the information as promptly as possible. You may still receive a call from an operator, but this will be in conjunction with the voice service.
No, if anything this will improve the speed of our services with a combination of virtual and human operators, increasing the capacity of our technology centre.
Our virtual operator is designed to automatically contact the next point of escalation. There is also an option within the call to designate yourself as ‘unavailable’. This will not call you back and move to the next key holder.
Our virtual operator will leave you a voicemail giving you any relevant references. When you call back, this will be answered by a human operator. You should simply state the reference number left by the virtual operator which enables our human operator to provide you an update and any course of action taken or to be taken. For security reasons you will be asked to provide your password before any information can be given. During this time the system will be calling the next keyholder.
Yes, if you call Cougar (0333 222 9099) this call will be answered by one of our team. Please quote your password, contract/reference number and any other details regarding your site. Our team will be able to give you the information that is available to them.
Cougar Monitoring has full backup services and redundancy in remote locations in the UK. In the unlikely event that our main system was to fail, our services would be transferred to our backup service immediately. Operators within our technology centre will be available to assist with service delivery throughout.
There is no change to this procedure. Please contact your installation company who will arrange for these alterations.
The service will use the main Cougar Monitoring phone number (03332229099). If you return calls to this number, it will be routed to our technology centre. We recommend saving our number for identification purposes.
This is a proactive measure made by Cougar Monitoring to ensure our service is more efficient and will not affect the cost of your service. This move is to compliment the current service provisions offered by Cougar Monitoring, making us more efficient in the process.
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