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Opscel Remote Monitoring

The Work That Never Needs a Van

Not every ARC call needs an engineer on site. Remote Monitoring gives your office and monitoring staff a dedicated case type — separate from jobs, off the planner, with its own number — for the recurring signals, panel faults and phoned-in issues you handle without dispatching a van. Escalate to a real job the moment one is actually needed, without losing the case history.

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MC-NNNNN
Every case gets its own number - never a job number, and never on the planner
2 in 20
The NPCC keyholder expectation Opscel warns you against: two keyholders able to attend within 20 minutes
0 jobs
A recurring monitoring fee bills on its own cadence and generates no job at all
Process

How it works

1
Set Up the Arrangement
Record the ARC, account number, signalling path, police URN, response level, standing response instruction and on-test line for the site or system — and list its keyholders in calling order with attends-within times.
2
Open a Case
An ARC call, a panel fault, or a phoned-in issue becomes a monitoring case with its own MC-NNNNN number — no visit, no scheduling, off the planner from the start.
3
Work It on the Timeline
Log every contact — brigade, police, keyholder, site, customer, ARC — with its outcome, on an append-only timeline. False alarms count against NPCC thresholds automatically.
4
Escalate Only When It's Real Work
If the case needs an engineer, escalate it — a real job is created and linked, and the case stays open beside it. Otherwise it closes without ever touching the diary or the invoice as a job.
Benefits

Who it's for

Office & Monitoring Staff
  • Log an ARC call as a case in seconds — no need to force it into a job just to have somewhere to put it
  • See every keyholder in calling order with attends-within minutes, so you know who's reachable before you dial
  • False-alarm counts against NPCC thresholds are tracked for you, site by site
  • The append-only timeline means nothing you or a colleague logged ever quietly disappears
  • Escalate to a job in one step when it's genuinely needed, without re-typing anything already on the case
Contract Managers
  • The monitoring arrangement keeps the ARC, account number, URN and response level together against every site
  • A withdrawn response level shows its 90-day reinstatement clock, so you know exactly when to chase it back
  • Monitoring bills as a recurring fee on the service contract, carrying the customer's PO, with no job to reconcile
  • The Service Contract Value report shows Recurring Fees next to visit book value, so monitoring revenue isn't hidden
Business Owners
  • Monitoring cases stop clogging the job list and the planner with work that was never a visit
  • Structured, append-only contact logs give you a defensible record if a false-alarm dispute or an ARC query comes up
  • Recurring monitoring fees are visible revenue, reported separately from job and visit value
  • Escalation preserves the full case history on the job it creates, so nothing is lost when work does need a van
The Case Lifecycle

Escalation Links to a Job. It Never Closes the Case.

A case opens, timeline entries append as it's worked, and it's closed by a person once the issue is actually resolved. Escalating to a job along the way creates a real job with its own visit and engineer — but the case stays open beside it, linked, not replaced. The false-alarm counter and 90-day reinstatement clock run separately: the clock is a plain start date plus 90 days, set once by your office, and it does not automatically extend itself if another false alarm lands inside the window.

  • Escalation is a link, not a status — the case is never auto-closed by the job it spawns
  • Every contact appends to the timeline; nothing is ever edited away
  • The 90-day reinstatement clock is a fixed start date + 90 days, managed by your office, not auto-extending
Monitoring case lifecycle: Case Opened, an optional Escalated step that creates a linked job while the case stays open, an append-only timeline of contacts, and a manual Case Closed step, with a side note on the separate false-alarm counter and 90-day reinstatement clock.
Capabilities

What it does

Cases, Not Jobs
A monitoring case is ongoing work handled without dispatching an engineer — a recurring signal, a panel fault, an emergency-light self-test failure, a customer-phoned issue. It carries no visits, no scheduling, no capacity, and it never appears on the planner.
The Monitoring Arrangement
Hold the ARC, your account number, the signalling path, the police URN, the response level, the ARC's standing response instruction, and the ARC's on-test phone line against every monitored site or system — in one place, ready to reference.
Ordered Keyholders
List keyholders per site in the order the ARC should call them, with attends-within minutes and whether each one holds keys or codes. See who's actually reachable before an alarm activation, not after.
False-Alarm Thresholds, Tracked
A rolling counter checks every site against NPCC thresholds — intruder and CCTV warn at 2, withdraw at 3; hold-up warns at 1, withdraws at 2 — so a slipping site shows up before the ARC downgrades it.
Response Level + Reinstatement Clock
Track each site's response level — level_1, level_3_withdrawn, or none — alongside the 90-day clock that counts down to reinstatement, so you know exactly when a withdrawn response can be requested back.
Escalate Without Losing the Case
When a case genuinely needs an engineer, escalation creates a real job with a link back to the case. The case itself stays open beside it — nothing is overwritten, and the full history survives the handoff.
Append-Only Timeline
Every entry on a case timeline stays — nothing is edited away or overwritten. A complete, ordered record of what happened and when, for as long as the case is open.
Structured Contact Outcomes
Log every contact by who it was — brigade, police, keyholder, site, customer, or ARC — with the outcome recorded against it. No more digging through free-text notes to work out who was actually called.
Bills as a Recurring Fee
Monitoring bills as a recurring fee on a service contract, on its own cadence, carrying the customer's PO. It generates no job, and shows in the Service Contract Value report as Recurring Fees alongside visit book value.
Engineers Arrive Knowing
Before an engineer touches a device, the job shows the ARC and account number, plus a reminder to put the system on test. It's an acknowledgement, never an attestation — Opscel never asks an engineer to confirm they called the ARC.
Works Offline, Tap-to-Call
The ARC details and on-test reminder are there in the field app even without signal. Where the on-test number is recorded, engineers get a tap-to-call shortcut straight from the job.
Certificates Prefill the ARC
Certificates prefill the ARC name and account number automatically. They never prefill an engineer's signed "monitored by ARC" answer — that stays a deliberate, signed step, not an autofill.
Comparison

Opscel vs. the rest

FeatureOpscelOthers
Dedicated case type, separate from jobs and the planner✓No
Own case numbering (MC-NNNNN), never a job number✓No
Ordered keyholders with attends-within minutes✓Some
NPCC false-alarm threshold tracking✓No
Response level + 90-day reinstatement clock✓No
Escalate to a job without losing the case✓No
Structured contact logging by contact type and outcome✓Some
Monitoring bills as a recurring fee with no job generated✓No
FAQ

Opscel Remote Monitoring — common questions

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