Listen-in and Two-way Voice Support

When an alarm sends a signal indicating it is entering Listen-In or Two-way Voice mode, CloudSurgard places the call on hold on one of its servers and sends a signal to the operator via SIA, indicating a landline phone number that the operator must call to listen to or converse with the panel.

This number is valid only during the conversation time with the panel and is a standard number accessible from any terminal; it will correspond to the country of the panel.

If necessary, calls can also be made through any SIP client.

The conversation between the operator and the panel will be recorded and is accessible from the CloudSurgard panel.

Multiple operators can join and leave during the conversation, with each entry and exit recorded with an SIA DC03 signal sent to the Alarm Central.

At the end of the conversation, a recording ID is registered to retrieve the recorded audio through the CloudSurgard interface or via a call to the CloudSurgard API.

Example

1. Alarm Event:

   S01001[#25801234|BA01]

   A burglary alarm has been triggered in Zone #1 of panel 25801234. This signal creates an incident in the CMS.

2. Two-Way Audio Available:

   S01001[#25801234|A CALL_PARKED tel:+34911205401,,1462]

   CloudSurgard opens a two-way audio channel with the panel.

   The operator must:

   • Dial the number +34911205401
   • Enter the PIN 1462 via DTMF
   • This connects the operator to the site for live audio
3. Operator Joins the Call:

   S01001[#25801234|A OPER_IN 34600700800]

   The system detects that the operator with phone +34600700800 has joined the audio session. This is logged as confirmation of connection.

4. Operator Leaves the Call:

   S01001[#25801234|A OPER_OUT 34600700800]

   When the operator hangs up, CloudSurgard logs the disconnection.

5. Audio Session Ends:

   S01001[#25801234|A CALL_END 7623547623]

   The audio session is fully closed. A recording ID is provided (7623547623) to retrieve the audio file from CloudSurgard if needed for review or evidence.

Advantages of CloudSurgard's Analog Voice Integration

• No need for a PBX system.
• No need for a digital telephony system.
• No integration at all, you can use it now.
• The operator can use any phone to connect.
• The operator just dials out, same as any other incident.
• The call is recorded and available for review.
• Multiple operators can join the call.
• The system is fully integrated with the CMS.