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Industry scenario · security companies

An incident line that knows who is calling.

The agency's customer calls one number. The system recognizes them, verifies them with a code or a password and connects them to a dispatcher who knows who is on the line from the first second. After the call, an incident with a priority and a timeline remains.

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The incident flow

From the ring to the incident card.

recognitionCaller's number → authorized person → customer → site. Several sites: say the name (“warehouse”) or press a key, even while the announcement is playing. Unknown or withheld number: the customer number from the contract, typed on the keypad.
verificationA four‑digit keypad code or a spoken password, the agency chooses. A duress code or password verifies “correctly” for the caller, while the dispatcher hears a warning and the incident gets the top priority.
whisperBefore the dispatcher takes the call, they hear: “Jan Kowalski, customer Sklep Piaseczno, site Warehouse. Verified.” Or: “Warning, unverified.”
the callRecorded and transcribed live. One key pressed by the dispatcher during the call flags an alarm, no computer needed.
when nobody answersThe next dispatchers on the roster, and if nobody answers: the report is recorded after the tone and lands in the dashboard as an incident straight away. While connecting, the caller hears a waiting tone, not silence.
after the callAn incident card: category, priority with a quote from the call, site, person, verification status, summary. The dispatcher confirms with one click.
Verification, your choice

Three modes, one rule: a wrong code never ends the call.

Keypad code

Four digits typed on the phone. They never reach the recording, transcript or logs. The fastest and most noise‑resistant option.

Spoken password

The password from the contract spoken into the phone, recognized live and matched phonetically, with tolerance for small speech‑recognition errors. Two common words work best.

Both methods

A code or a password, at the same moment: the line waits for keys and listens at the same time. The default, because it works for every customer.

A duress code and password. A second code and a second password that verify correctly for the caller but raise the priority and warn the dispatcher in the whisper.
Three failed attempts don't hang up. The system connects to the dispatcher with an “unverified” flag, and the dispatcher verifies the caller themselves, as today. Someone in danger who forgot their code always reaches a human.
Timeline and evidence

Every step time‑stamped.

receivedverifiedalarmdispatchedon siteclosed

The time of receipt, verification, alarm, dispatch and arrival is recorded automatically. It is ready proof that the contractual response time was met, with no manual logbook and no playback during a complaint.

We keep recordings and transcripts as long as the agency's contract requires, with a default retention set per company. This supports the requirements of EN 50518 on recording communication and measuring time from signal to action.

Rules we don't negotiate

Because an incident line is not a contact form.

The verification step is neither recorded nor transcribed. The code and password exist in no file and no log. Recording starts only when connecting to the dispatcher.
The customer always sees the agency's number. The caller's number reaches the dispatcher as a whisper and on screen, never as the caller ID.
If the system goes down, the dispatcher's phone rings. An independent fallback on separate infrastructure forwards the call directly. Plus external monitoring and a test call every hour.
The model proposes the priority, the dispatcher decides. The category and priority carry a quote from the call. Nothing dispatches a response team without a human's confirmation.
Onboarding

Five steps, without replacing your monitoring station.

1

The number

You forward your existing incident number to the TidyVox line or get a new one. Reverting takes five minutes.

2

Customers, sites, people

In the agency's admin panel or together with us during onboarding: customer, sites, authorized people with phone numbers, codes and passwords. Choose the verification method.

3

The dispatcher roster

Who answers, on which days and hours, in what order. Dispatchers' and the coordinator's mobile numbers.

4

Announcements

The greeting with the agency's name, the code prompt, the whisper, the fallback message. We tailor the wording with you before go‑live.

5

Test and go‑live

Automatic test calls walk through the whole scenario before the first real incident. Then go‑live on real traffic.

6

Your monitoring station stays

Signals from alarm panels flow as before. TidyVox handles the phone calls from people. A Contact ID / SIA bridge to the station is in preparation.

Questions from agencies

These come up at every meeting.

Does it replace an alarm monitoring station?

No. It complements it with the phone calls from people that a dispatcher takes from memory today. Signals from alarm panels flow as before.

What if a customer forgets their code?

After three attempts the system still connects to the dispatcher, marking the call as unverified. The dispatcher verifies the caller themselves, as today.

What if the dispatcher doesn't answer?

The system calls the next people on the roster and, if nobody answers, records the report after the tone. The recording, with a transcript and an AI card, waits in the dashboard straight away.

Where are the recordings?

In the European Union, on our servers, deleted at the carrier after download. Retention is set by the agency. Location in Poland on request.

Does the customer need an app?

No. They call as they do today, the same number. The whole difference is on the agency's side.

How many phone reports do you take a day?

That number is where the onboarding conversation starts, on one number.

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