The 3am alarm call gets answered, escalated and recorded.
Dialerportal gives security companies a Cloud PBX built for monitoring and dispatch: alarm response lines that ring the whole duty team at once, escalation chains that keep hunting until a supervisor picks up, recorded lines you can pull evidence from, and one number that covers every client site you hold.
A phone system that behaves like your escalation policy
Monitoring operators, mobile patrol drivers, static guards and on-call supervisors all sit on different schedules and different devices. Dialerportal ties them into one routing plan so an alarm signal, a keyholder callback or a client complaint always lands on someone who can act.
Alarm response lines that never ring out
Escalation chains that keep hunting
Out-of-hours cover on a real schedule
Recorded lines for incident evidence
One system across every client site
Dispatch from wherever the shift is
Proof of how fast you answer
From one monitoring line to full 24/7 cover
Keep the number printed on your yard signs and alarm stickers, then build the duty roster, escalation ladder and site coverage into the system itself.
Port the numbers clients already dial
Bring across the monitoring line printed on your alarm stickers, window decals and contracts, plus any per-contract numbers, so subscribers and keyholders never learn a new number.
Build the duty roster into routing
Set the auto-attendant so alarm response, guard scheduling, billing and new enquiries each go somewhere different, then attach your day, night, weekend and holiday schedules to the lines that need them.
Wire the escalation ladder
Define who answers first, how long the system waits before moving up, and where the call lands if the whole chain is busy, whether that is an on-call cell, a queue or a voicemail box that emails the control room.
Review the overnight tape
Use call analytics and recordings to check answer times on real alarm callbacks, spot the hours where the queue backed up, and adjust staffing or escalation timeouts before a client notices.
The AI voice agent keeps the monitoring line clear
A quote request for a retail contract and a live activation arrive on the same number, and at 2am one operator is holding both. The AI voice agent answers in natural conversation 24/7, takes the inquiries and non-urgent reports that would otherwise sit in the queue, and hands anything that sounds like a real alarm or an incident in progress to a human straight away. It never verifies a signal, dispatches an officer or gives security advice.
An alarm goes to a human, not a script
The agent listens for the words that mean this is live: activation, intruder, panic button, door forced, someone on site. Those calls are warm transferred to the duty operator or the on-call supervisor immediately, and a caller who says they are in danger is told to hang up and dial 911. It does not attempt to verify a signal, log a passcode or decide whether to send officers.
Quote requests answered the night they come in
A property manager calling about static guards for a vacant building, or a contractor needing overnight cover on a site next week, gets a real conversation instead of a voicemail beep. The agent asks the qualifying questions your sales team asks anyway: site type and address, hours and days of cover, armed or unarmed, how many posts, and the start date, then books the site survey into the calendar.
Non-urgent reports taken properly
False activations to log, a fob that stopped working, a keyholder who moved away, a request to add a new contact to the call list: these are the calls that clog the monitoring line without needing an operator. The agent captures the account number, site name and the details, then writes the whole call and its outcome to the CRM so the morning shift picks it up in order.
Overflow cover when the control room is loaded
During a storm night, a mass activation or a shift handover, the second and third callers usually wait. The agent picks up the ones your ring group cannot reach, sorts an urgent report from a billing question, and puts only the urgent ones back into the escalation chain. It works alongside the PBX rather than replacing it: your operators still take every call they can answer.
The tools behind your security companies phone system
Security Companies run on the same Dialerportal platform that powers cloud PBX, VoIP and call centers for businesses worldwide.
Phone systems for other industries
Security company phone system, your questions
What operations managers, control room supervisors and owners ask before moving alarm response and dispatch lines to the cloud.
It is a cloud phone system built around monitoring and dispatch rather than a standard office. Alarm response lines ring the whole duty team at once, escalation chains keep moving the call up to supervisors and on-call managers until someone answers, night and weekend rosters run on a schedule instead of a manual switch, and calls are recorded for incident evidence. Operators work from a browser, patrol drivers from a mobile softphone, and every client site can have its own number.
You define each tier and how long it rings before the call moves on. A keyholder callback can ring the control room ring group for twenty seconds, then the shift supervisor, then the on-call operations manager, then a director's mobile. If the whole ladder is exhausted the call goes wherever you send it: a queue, an on-call cell, or a voicemail box that emails the recording and caller details straight to the control room inbox.
Yes. Business-hours routing holds separate schedules for weekdays, nights, weekends and public holidays, so at handover the line follows the roster automatically. Daytime scheduling and account calls reach the office, everything after hours goes to the duty operator, the on-call supervisor's mobile softphone or an AI voice agent that takes the site name, account number and callback details. Nobody has to remember to change the greeting before locking up.
Call recording can be turned on per line, so your alarm response and dispatch lines are recorded while an internal admin extension does not have to be. Each recording carries a timestamp, duration, direction and the number at the other end, which is what you need when writing an incident report, answering a client dispute about response times or supporting an insurance claim. Access is granted per user, so recordings are not open to the whole company.
Yes. You can hold local numbers in the areas you operate, with DIDs available in 70+ countries, plus a toll-free number for national accounts, and route them all back to the same control room. Guards, site supervisors and branch offices each get an extension on the shared system, so a static guard can reach dispatch as an internal call and a supervisor can be pulled into a live call from any site.
Setup runs in hours rather than weeks because there is no hardware to install: operators log in from a browser and patrol staff from their phones. Ring groups, schedules and escalation tiers are configured by your operations manager, not a consultant, and number porting runs in parallel so nothing breaks during the switch. Pricing starts at $19 per seat per month, month to month, and US-based support answers in about 30 seconds.
It answers the calls your operators cannot get to: guarding quote requests, construction site and event security inquiries, CCTV questions, and account admin like adding a keyholder or reporting a faulty fob. It qualifies the inquiry, books a site survey, or takes a message, then logs everything to the CRM. It does not verify alarms, dispatch officers or give security advice. A live activation or an incident in progress is transferred to your duty operator immediately, and a caller in danger is told to hang up and dial 911.
Make sure the alarm call never dies in voicemail
See how your control room, patrol units and on-call supervisors can be on one escalation chain this week, from $19 per seat per month, or talk to a person at 1-888-488-8138.