Telephone line disconnection alerts

Purpose

This procedure describes the actions to be taken by a Careline Officer in response to the disconnection of an alarm unit from its telephone line.

Responsibility

All staff

Process

Alarm units are designed to signal the disconnection of the telephone connection locally via a regular tone and blinking light; the condition cannot be reported using the alarm unit. In most cases, the contact centre should have been able to diagnose and support the customer in correcting the fault.

If a visit is required then staff should:

• Ask the customer how they reported the fault to the contact centre.
• If the customer has one or more telephones, they should ask to test these for dial tone.
• Note whether the sockets tested in this manner are master or extension sockets.
• Ensure that all telephone receivers are replaced into their cradles.
• If there is no dial tone to all telephones tested, (re)check whether there is dial tone at the master socket.
• If no telephone is plugged into the master socket, staff should ask the customer if they can move a telephone to test the master socket. Or ask permission to plug in a Careline handset to check for a dial tone.
• Check the telephone cable to the phone socket to ensure that it does not show any signs of physical damage and that the connections are properly made. Plus that the cable is plugged correctly into the unit & that the unit has mains power.
• If a socket doubler or similar is connected to the socket, this should be unplugged and the telephone connected directly to the master socket.
• If there is no dial tone at the master socket, the problem lies with the telephone company. Report to customer’s telephone provider – call centre can do this if the customer can provide details of their supplier.
• If there is dial tone, any socket doubler should be reconnected and additional tests carried out by connecting the telephone to each of the outlet sockets in the doubler. The absence of dial tone would then suggest a fault with the doubler – which could account for the absence of dial tone at extension sockets.
• If there is a dial tone at the socket to which the alarm unit is connected, the alarm unit should be connected directly to the socket.
• If this resolves the problem, replace the doubler.
• If the fault is found with the unit.       Replace the unit.
• If the fault lies with the extension socket and other sockets are available, consider moving the alarm unit to another (working) telephone socket, if a suitable power supply exists and the customer consents to this.
• Staff should record their findings and recommendations on the job sheet i.e. if moved where the alarm was moved to etc.
• If the problem has been resolved staff should place a call from the alarm unit and report to the Contact Centre that the unit is now working property.