Elevator Call Monitoring

Elevator Call | State Regulations

Your state enforces ASME A17.1 for elevator emergency communications. A working emergency telephone or intercom is required by this code. The test procedure outlined below is designed to determine if your current solution is in compliance or not.

Elevator Call | Phone Monitoring 
  • Is your current answering service staffed 24 hours a day, 7 days a week?

  • Are the calls answered by personnel with experience handling emergency situations?

  • Can the answering service dispatch an elevator technician to you immediately?

Our 24/7 monitoring service that addresses emergency communications and passenger safety by linking the elevator phone to our dedicated entrapment line, which connects to our alarm operators. 

Conventional Phone Line 

This service connects the ADA phone in the elevator to our entrapment line through the existing phone line. The entrapment line is a dedicated phone line solely for elevator phones, which receives priority response over other incoming calls.

Wireless Communications 

This service eliminates the conventional telephone line and provides the wireless service to connect the phone to our monitoring center through a wireless gateway, allowing for a more reliable communications path and reducing cost by  eliminating your current elevator phone lines.

How it works 

  • Passenger activates the pre-programmed call help button or phone in the elevator, and the phone dials to 24/7  dedicated emergency call center.

  • Elevator identification and location is immediately displayed on our operator screen 

  • Our operator evaluates the nature of the call to determine if an entrapment has occurred; or if someone is testing the phone; or if it is a false alarm.

Call Dispatching

When an emergency call is answered by our alarm operators, we will have all location and car information available, even if the passengers cannot hear or answer our operator.  We use various call protocols to assist in emergency situations or no response, which can be determined by the customer.   Our operators can also contact key contacts or elevator service companies for repairs when needed. ​

If an entrapment has occurred 

  • Two-way voice communication from our operator lets passengers know that help is on the way.

  • A technician is immediately dispatched and passengers are told when they can expect help to arrive.

  • Our operator calls the emergency contact at the building to alert them of the entrapment.

  • If there is an emergency situation with a trapped passenger, our operator calls the emergency contact at the building to alert them of the need for local fire and police, or dispatches local authorities if needed.

  • A customer's contacts will be notified of entrapment situations.

  • Our operator is able to remain on the phone with the passengers for continued reassurance.

If the person in the car is testing the phone 

Two-way voice communication from the operator confirms the location of the elevator, voice quality of the phone and confirms that the records for the elevator phone are correct.

If the agent cannot determine if there is an actual entrapment 

  • Our operator confirms the location of the elevator.

  • If our operator cannot establish communication with anyone in the elevator, then the agent will call the emergency contacts identified for the building. They will alert them of a possible entrapment situation, asking that the customer call back if service is required.