Getting a Call from Ring’s Professional Monitoring Center

Ring’s Professional Monitoring Center is focused on speed and accuracy to help you get help fast. To achieve this goal, they sometimes use automation in order to shave precious seconds off their response time when it counts the most.

 

What does this mean for me?

During your Alarm’s 7-Day Practice Period: When your alarm is triggered, you will receive an automated voice message but emergency services are not automatically dispatched. You can connect with a live agent if help is needed.

With Professional Monitoring, after the 7-Day Practice Period: When your home is professionally monitored, our monitoring center will begin calling your list of emergency contacts after the alarm sounds.

The goal is to reach a person as quickly as possible. If the agent identifies that the first contact’s phone is being answered by voicemail, they will set an automated recording to leave a message so the agent can immediately call the next contact on the list. The automated message will (1) advise the neighbor of the location and type of call, (2) ask them to return the call, and (3) leave a phone number. This allows the agent to call the next contact sooner.

Ring's Monitoring Center phone number is 833-209-2159. We recommend that you and your emergency contacts save that number as a contact under the name “Ring Alarm” to increase the likelihood that someone will answer the call.

 

What happens after my Ring Alarm sends an emergency signal?

Depending on the type of emergency, there are different protocols in place. And with all types of alarms, you and your emergency contacts must remember the verbal password. 

Burglar Alarm

Emergency contacts are called first before the emergency responders are dispatched. If any emergency contacts are reached, they can confirm the emergency or cancel a false alarm by telling the monitoring center the verbal password. If no emergency contacts can be reached, the monitoring center may leave automated voicemails and then dispatch the police. Disarming the alarm will trigger the Monitoring Center to cancel requesting dispatch. 

 

Smoke/Fire Alarm (triggered by Smoke & CO Listener or First Alert Smoke/CO Alarm)

Your first emergency contact is called first before the emergency responders are dispatched. If the first contact does not answer/requests dispatch, then a dispatch request will be made.  The remaining contacts on your list are called, and if anyone can be reached, they are notified of the emergency and may be given the opportunity to try to cancel if it's a false alarm. If no one can be reached, the monitoring center may leave automated voicemails. If you cancel the alarm from the Keypad within 30 seconds, you may be able to prevent a false alarm. The Monitoring center will still call your emergency contact to inform everyone that the Smoke alarm has been cancelled.


Please Note: Using the Ring app to cancel the alarm or stop the Monitoring Center from requesting dispatch. It’s also usually not possible to cancel fire department dispatch after it has been requested.

 

Carbon Monoxide (CO) Alarm

Emergency responders are dispatched first, and cannot be canceled even in the event of a false alarm. Next, all emergency contacts are called. If any contacts can be reached, they are notified of the emergency. If none can be reached, the monitoring center may leave automated voicemails. Disarming the alarm will not stop the Monitoring Center from requesting dispatch. 

 

Panic Alarm (Panic Button and Keypad Panic):

Your first emergency contact is called first and has the opportunity to cancel if it is a false alarm. 

If you don’t answer the call, we will automatically dispatch emergency services, and then call the other emergency contacts on your list.

If you do answer the call, you must provide the verbal password for Ring Alarm. Then you can either confirm the emergency or let us know that it is a false alarm. This is the only opportunity you will have to cancel the panic alarm.  Then your remaining emergency contacts will be called. 

Please Note: It’s usually not possible to cancel police dispatch after it has been requested.  Disarming the alarm will not stop the Monitoring Center from requesting dispatch. 

 

Duress

Duress is a silent alarm, with no alarms or notification calls to emergency contacts. When the monitoring center receives a Duress signal, they will immediately request police dispatch. Duress cannot be canceled. Click here to learn more about Duress.

 

SOS

Your first emergency contact is called first to have the opportunity to cancel if it is a false alarm. If the first contact does not answer/requests dispatch, then a dispatch request will be made. Both contacts will be called after dispatch request to be notified of the event if the first contact does not answer that first call. 

Please Note: It’s usually not possible to cancel police dispatch after it has been requested. Disarming the alarm will not stop the Monitoring Center from requesting dispatch. Click here to learn more.

 

Flood & Freeze Sensor

Your primary contact will receive an automated call from the monitoring center. If the primary contact doesn't answer the phone, the second emergency contact will receive an automated call.

Don’t forget! You and your emergency contacts will be required to share the verbal password with the monitoring center to confirm their identity.

Click here to get more information on the emergency process.

Click here to learn more about professionally monitoring your business.

 

Professional monitoring is available to neighbors with Ring Alarm with a Ring Protect subscription who have signed up for professional monitoring service. 

Professional monitoring licenses are available at: ring.com/licenses.

Compatible Alarm sensors (separate purchase) are required for an automated professional monitoring response. If you are using an Alarm Base Station without compatible Alarm sensors, use the SOS button in the Ring app to request emergency dispatch. See Frequently Asked Questions for details. Ring Alarm Pro and Ring Alarm professional monitoring service is available within the U.S. (all 50 states, but not U.S. territories). Ring does not own its own professional monitoring center. Additional charges may apply in areas that require permits or guard response service for alarm verification. Tax not included. Enrollment for Ring Protect Pro and opt-in for professional monitoring is required (each separately). Ring Smart Lighting Motion Sensor does not trigger an automated emergency response when enrolled in Alarm professional monitoring.

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