Monitoring
World-class monitoring capabilities for unparalleled security solutions
The MASterMind™ Monitoring application is world-recognized monitoring center software, regarded for its unparalleled alarm processing capabilities and proven system reliability. It provides security and monitoring personnel an advanced set of tools based on the latest developments in information and security technology. When downtime is not acceptable and reliability is key, the MASterMind Monitoring application delivers.
Integration capabilities
As an enterprise-level software application, the MASterMind suite provides consolidation and integration capabilities for multiple security-related systems, including intrusion, digital video, fire detection, and access control. Its integrated design allows the MASterMind database to become the main repository for all security and compliance-related data. This centralized management provides an enterprise-wide view of relevant activity across the organizational landscape from a single source.
Comprehensive receivers and signal format protocols support
The MASterMind suite includes interfaces and support for common alarm industry receivers and signal format protocols. The receiver interface library includes support of over 90 receiver classes and over 160 signal format protocols.
Standard Features
- Provides an advanced set of tools based on the latest developments in information technology with simple navigation for efficiency and effectiveness.
- Unique "N-way" replication ensures maximum uptime and redundancy.
- Sophisticated dispatch operator system with single-screen dispatch speeds up resolution and reduces errors.
- Full scalability accommodating the smallest to largest central stations with over 5,000,000 systems on a single, integrated database.
- Highly flexible alarm routing and partitioning (e.g., assigning high-priority alarms to more experienced operators).
- High processing capacity proven to handle growth scenarios up to ten times the event traffic of the most sophisticated monitoring centers.
- Supports multi-location dispatch through the client server database structure; manage contacts globally and track across multiple sites.
- Open platform database provides flexibility for integration of multiple systems while maintaining database integrity.
The Voice Response Terminal (VRT) is a complete hardware and software communications system that provides service technicians, alarm dealers, and customers with remote access the MASterMind™ Monitoring application using only a touch-tone telephone.
Save operator time by eliminating routine tasks using the VRT. Without the need for an operator, the VRT inbound call allows technicians and customers to remotely place systems on-test, clear system tests, hear test results, and even manage service tickets using a touch-tone telephone.
With additional features, such as multiple phone line interaction, user programmability, the VRT adds another layer in simplifying your daily operations.
The Integrated Voice Response (IVR) feature provides the ability to place automated calls to customers, notifying them of selected alarm conditions such as low battery or failure to close. Customers can opt to interact with the automated menu or speak to an operator.
Text-to-speech feature using the latest version of LumenVox® TTS Server for a more robust IVR functionality on outbound calls and increased efficiency when responding to selected alarm conditions. (add-on module)
Standard Features
- Expanded subscriber menu with extended programmable options for a more streamlined menu flow and less reliance on operator interaction.
- 64-bit compatibility so you can integrate with the most high-performing and up-to-date systems and environments
- IVR abort option to clear unnecessary outbound calls and events, and ensure a fluid, uninterrupted outbound IVR call queue.
Our new integrated voice product (IVX) provides service technicians, alarm dealers, and customers with remote voice access to MASterMind data. Outbound automated calls will alert customers to low battery, fail to close, and other selected alarm conditions. Technicians can place systems on and off test, and receive test results via voice. This SIP enabled solution means Dialogic cards are no longer required, you will need a SIP enabled phone switch. The new technology also enables this product to be hosted in a virtual environment. The new IVX can work side by side with existing VRT 12 systems to help you maximize your technology investment.
Why Should I Implement IVX:
- Increase Efficiency & Reduce Unnecessary Phone Traffic
- Ability to move to a Virtual Platform
- Not supported with physical dialogic cards
- Eliminates costly Dialogic cards
- Legacy technology
- Legacy hardware, in short supply
- Point of Failure
- Unlimited Caller ID’s
- Ability for increased productivity over time
- Limited innovation capability with CTADE Environment
- Development Platform for the Future
Standard Features
- Multi-Language on a single server (multiple licensed TTS voices required)
- All prompts are defaulted in text form - No re-recording necessary
- System data can be set to be spoken as part of any prompt (language specific)
- Language spoken can be prompted to be changed after the call is answered
- Voice Input (Speech recognition) option available
- SIP based calling offers unlimited # of lines to be processed on a single server
- All processing flow is set and maintainable from MMM/EX client
- Custom User Access (menu options) without custom programming expense
- Transfer to operator can screen pop site/system user was accessing
- Calls to one IVX server can make database changes on system’s primary Server
- Utilizes EX services engine
A critical priority for many customers is system redundancy. Our “hot” redundant capability utilizes two or more systems, which communicates with each other in real-time. All systems can be used simultaneously; most functions can be performed on any of the machines. The quality of the data synchronization is excellent, and the data transfer is bi-directional.
Data replication between two systems comes standard with MASterMind Monitoring and EX. Our “N-Way” replication is an optional add-on module that allows for more than two systems to be kept in-sync. Both options allow for the distribution of MASterMind data between local and remote monitoring centers or cloud environments for disaster recovery or load balancing purposes. Near 100% uptime is provided with this configuration.
The MASterMind™ Report Server is an optional module that extends the capabilities of the MASterMind suite to include report processing work distribution, scheduling and remote printing of reports, faxing, emailing and SMS texting, including the powerful auto notification.
Standard Features
- Workstation work distribution: reports are queued by the user but sent to a dedicated PC for processing. This frees the user's workstation for productive work while the report is processing.
- Server work distribution: the report server workstation can be configured to connect to a non-active server regardless of where the report was queued. Intensive report queries no longer impact the performance of the active monitoring or business server.
- Report parameters can be customized and saved for use in the MASterMind Job Stream. Schedule reports such as your A/R aging to be printed to a network printer or emailed at regular intervals to branch managers.
- Send free-form manual email messages or faxes to contacts, employees, or free-form email addresses from within the MASterMind suite.
- Configure templates for email or fax messages using the standard message feature. Templates variables are replaced with actual site and when they have been assigned to automatically email or fax employees when they have been assigned to an action or a job, or to automatically notify site contacts when monitoring events occur.
- Generate an alarm ticket from the dispatch window and use the Report Server to send the data to a contact associated with the site.
- Use configurable report parameters to define a Mail Out Report batch that will automatically distribute the report to a site or service company at predefined intervals.
- Define process options that will automatically send the Alarm Occurrence Report, or a preformatted message when a zone is tripped, via the MASterMind Monitoring Report Server, Return emails are logged to event history.
- Fax or email individual statements or invoices from within the MASterMind Business application. Save on mailing receipts.
The MASterMind™ Telephony module includes the integration of full-scale telephony into security software solutions. Currently, three options are offered for use with MASterMind software. Refer to the table below for a summary of the features and software/hardware requirements for each of the three MASterMind Telephony choices.
Option Comparison: MASterMind Telephony module
| Feature | Option 1 (Basic Telephony) | Option 2 (Client TAPI TSP) | Option 3 (MAS Telephony Server) |
| Auto Dialing | Yes | Yes | Yes |
| Phone Control | No | Yes | Yes |
| Screen Pops | No | Yes | Yes |
| Thin-Client Compatible | No | No | Yes |
| 2-Way Voice Integration | No | No | Yes |
| Telephony Application(s) | N/A | Client-based | Server-based |
| MASterMind License Fees | No | Yes | Yes |
Telephony options
MAS offers various telephony options from basic to advanced.
Option 1 (Basic Telephony)
Required software and hardware
- Workstation ComPort
- Modem
- Analog Phone Line
Option 2 (Client TAPI TSP)
Required software and hardware
- Phone switch vendor TSP
- Other phone switch vendor hardware and software as needed to support Microsoft TAPI
Option 3 (MAS Telephony Server)
Required software and hardware
- MAS Telephony
- Phone switch vendor hardware and/or software
Frequently asked questions
Why does MAS offer three different telephony options?
Three options are offered because the feature sets available are different and the hardware and software requirements vary for each telephony option. Choose the telephony option that is best for your organization’s needs depending on your desired feature set, and what is most economical for your business.
What are the differences in features?
All options include commands to autodial.
The Client TAPI option includes the autodial feature plus:
Phone control within your MASterMind application.
Screen pops for incoming Caller ID based customer and site lookups.
The MAS Telephony option includes the Client TAPI features plus:
2-Way Voice
Compatibility with thin client deployments (i.e., Citrix)
What are the software and hardware requirements?
Each option requires MASterMind software and software and/or hardware from a phone switch vendor.
MAS Telephony is a server-based application; Client TAPI is a workstation-based application; and Basic Autodialing requires a modem and connection to an analog phone set.
How do I get started with Basic Autodialing?
A modem between the workstation ComPort and your telephone handset will need to be installed
Use the MASterMind application’s setup tables to define the modem port used by the workstation, the office in which the workstation is located, and the dial rules for the office.
Lastly, we will work with you to test your telephony features.
What is Client TAPI?
TAPI is a Telephony Application Program Interface (API) included with your Microsoft® operating system. TAPI enabled applications, such as the MASterMind suite, can communicate with your phone switch through this operating system telephony API using client software provided by your Telephony Service Provider (TSP).
How do I get started with MAS Client TAPI telephony?
Your phone switch vendor will help determine the hardware and software requirements needed to communicate with Microsoft® Client TAPI enabled applications. Work with your phone switch vendor to install their software and hardware. Your phone switch vendor provides a “TSP” (telephony service provider) application that must be installed on each workstation. Test the Client TAPI features using Microsoft® Outlook® or the Windows® Dialer application. In addition, you will need to purchase the MAS TAPI Client application. We will work with you in testing your telephony features.
What is MAS Telephony Server?
MAS Telephony Server is a full-featured, server-based telephony solution.
How do I get started with MAS Telephony Server?
Your phone switch vendor will help you determine the hardware and software requirements for their server-based solution. Work with your phone switch vendor to install their software. At minimum you will need to install those tools which are necessary to get the phone control features working. We will stage the MAS Telephony application on your telephony server. Use your MASterMind application’s setup tables to configure the telephony option by workstation, the office in which the workstation is located, and the dial rules for the office. We will work with you in testing your telephony features.
The MASterMind™ suite easily integrates with the industry’s leading video monitoring products and seamlessly integrates video into the dispatching process through MASvideo.
Developed to enhance the alarm response process, MASvideo provides command centers and central stations the ability to coordinate incoming alarms and the associated video captured by cameras located at the monitored site. Dispatch operators can readily view live video linked to an incoming alarm, control single or multi image views, select between multiple cameras, utilize PTZ camera features, and record video to the MASterMind database within a single application.
False Alarm Reduction and Streamlined Dispatching with AVS-01
The Monitoring Association’s AVS-01 standard, also known as the Alarm Verification and Notification Standard, is designed to enhance the reliability and efficiency of alarm systems. It establishes standardized methods for calculating an alarm score, or classification level, for detected unauthorized human activity. These metrics estimate the validity or potential threat level of a burglar alarm activation before notifying law enforcement, assisting with resource allocation and service prioritization.
The AVS-01 standard specifically relates to the ‘alarm level’ when dispatching an agency via Emergency Communications Centers (ECCs) and Public Safety Answering Points (PSAPs). Assigning alarm levels ranging from 0-4, the standard ensures accurate and verified alarm notifications, improving the coordination between alarm monitoring centers and emergency responders. For more information on the AVS-01 standard, visit www.tma.us.
MASterMind ‘General Release for AVS-01’
MASterMind will allow any customer to adhere to the AVS-01 standard even if all actions are manually generated by an operator. Based upon additional signals, operator actions, or information received after the initial alarm, the ‘alarm level’ of the dispatch may increase (or even possibly decrease).
