Service Request

ELK just started sending to Central Station CID E616 Zone 229, which they interpret as a request for service.
 
How do I determine what the issue is, and how do I manage this callout process?

How is the system monitored? TCP/IP, cell, POTS? How is it templated? What has changed on the system? Are installer on premise reporting enabled? Does this correspond to a system event or change?

What do you have for equipment connected? Wireless?

The system is monitored via POTS callout.  I have changed nothing in the system lately.  The log shows no event at the two times that the central station reports receiving the calls.  The ELK is connected via two wire cable to telephone line.
 
The monitoring tech tells me that ELK has been calling  in a CID E602, test call daily.  These calls do not appear in the log either.
 
There is no installer on prem.  
 
Don't know what you mean by "how is it templated".

I would ask them to pull their CID logs to their receiver and template. It almost sounds like someone borked their account and duplicated your number. Both those reports sound eerily like a DMP panel generating them since neither the M1 or most panels can't generate a request for service to a CS.
 
I'd ask for a different account number unless they can give you the CID information their receiver is getting in conjunction with the report associated with your account.
 
Is the time random or +/- an hour daily or the recurrence?
 
You should have more conductors on your phone connection than a single pair unless that is the only device connected to the Dmarc.

I see that in Menu 12, System report codes SR03, SR04, and SR05 control transmission of Test Code.  Contact ID 602 is "Automatic Test".  This is what the Central Station reports receiving daily.  Is there a similar control for Contact ID 616?  BTW, they say the transmission of CID 616 includes "Zone 229".

Piasa said:

Is there a similar control for Contact ID 616?  BTW, they say the transmission of CID 616 includes "Zone 229".

Click to expand...

 
As DEL mentioned, the M1 doesn't support sending a service request via code 616.  That's what makes him think that perhaps it is really another customer's alarm panel that is sending the code, and the central station has their account number crossed with yours.

Can't make the panel send something that isn't configurable. CID event codes are automatic based on the ZT in the M1. The M1 doesn't support 229 zones (208 max including KP). Unless your M1 has some major issues that aren't showing in the log, there's something else going on. The M1 logs the dialer test (which auto resets and doesn't randomize too greatly upon it's reset, unlike other panels).
 
A dialer test is relatively straightforward and would be difficult to prove otherwise. Easiest way to prove this is not your issue is to disconnect your M1 from the phone lines for a 24 hour period. While it may be possible a non-standard phone line or service could cause data transmission issues, I think there's something else going on.
 
To put it out there, there are only a handful of panels out there that support that many zones and have the ability to send a service request report, either automatically or via a keypad sequence:
 
Ademco/Honeywell: V-250 (can't generate a service request)
Napco: Firewolf 255 or X255 (can't generate service request)
Bosch/Radionics: G series, 9412 or larger (Been a while since certified, but don't remember them being able to send a request for service)
ITI/GE/UTC: NX8 (does not generate request for service; not possible)
2GIG: No panel capable of that many zones
DMP: Capable of sending keypad report requesting service, have multiple panels that encompass that zone number.
 
FACP's vary significantly if they have a native dialer (not possible to send anything that doesn't exist as a normal CID code) or "bolt on". If it was a fire dialer, it may be possible it is referring to a maintenance, clean me or dirty chamber on a specific detector (Z229) but this also goes hand in hand with the size and type of the panel that it's supporting at least 250 devices, as the majority of manufacturers classify a module different than a detector for counts.

I appreciate all the input.
 
This is the only monitoring device in the building.
 
Further discussion with the tech at the monitoring company reveals:
 
The calls are coming in at the same time - 17:08, every Friday and Sunday.  They are coming from the same telephone number as bona fide callouts.  
 
This appears to have begun after I enabled callout of Alarm Restoral notification.  I did that by populating "01" in column "Restoral Pulse" in the "Zone RCs" table.  I also populated the same CID in the "Restoral CID" column as was populated in the "Alarm CID" column.  I tested this functionality with the Central Station and it worked.
 
And as mentioned, the E616 service requested calls do not appear in the log.

Are they coming from your number or not? Your post is ambiguous as to what the CS actually stated.
 
Do you have a test timer? When is it programmed to hit the CS? Which CS is this?
 
Is there any secondary communication route, TCP/IP, Cell? 3rd party? You need to give an idea of what is connected downstream from the M1 and how the signals get to the CS.
 
Restoral reports are an entirely different thing and would not be reported unless a zone went into alarm...which would show up in the log. It would also have a different qualifier in the raw data with an R prefix prior to the E prefix.
 
I'm going with something is amiss with another account but it is very unlikely your panel/account is the source. I'd ask them for another account number and move your panel to that or temporarily disconnect your system to prove.
 
Want to prove further? Program a rule for a dialer kissoff to trigger a relay connected to a 24 hour zone (assigned to a partition and armed/enabled) and that would cause any event by the M1 dialing to the CS to be logged by the panel.

Elk dials the CS and sends a CID, as programmed in Telephones/Telephone3, type "always report to this number", reporting format "Contact ID".  Calls are made out ELK POTS port to CS POTS telephone number ten-digit dialed.  There is no IP, Cell, or 3rd party.  Only POTS calls to CS sending CID.
 
CS informs that the CID 616 calls arrive, per their Caller ID, from the number assigned to this ELK.  It is the same number they see incoming when known alarms, and Auto Test CID 602 arrive.

I'd set up the rule with the output/input as described to get it into the M1's event log. Something isn't adding up.
 
I don't understand why you'd have the CS monitoring account set up as telephone 3, but without seeing your program, I'd be guessing.

What is the proper way to configure CS callout?

You have 2 other reporting phone numbers/accounts/methods? Maybe because I put these things in professionally, I'm always using the first 1-2 "numbers" for reporting to the CS and anything past that would be reporting items such as the voice dialer or whatever.

FYI - ELK tech support confirms that CID 616 can be and was sent.

Piasa said:

FYI - ELK tech support confirms that CID 616 can be and was sent.

Click to expand...

 
That's interesting, since it doesn't appear to be documented in the manuals.  Did Elk explain what would cause it to be sent, and why it doesn't create an entry in the log?