Reported Problem – Phone Emergency Pool is not working.

This kind of Trouble Ticket needs careful coordination due to liability and safety.

Tier3 or NIM Support:

FAST Discovery:

1. Ask if it’s a Push To Call Pool Phone or a Pool Phone with a dial pad.
2. Ask if there is a dial tone if its a Pool Phone with a dial pad.
3. Ask when was the last time the phone worked.
4. Call the number to discover how the phone reacts.
5. Ask the CM to make sure the bill is paid and no one canceled the account. (They can look in Avid)

Troubleshooting Steps:

1. Make certain the physical connection (telephone line) is in good shape running to the phone.
2. If it is a cell system call Kings III 800-393-5858 and ask for a support agent to look into the account and discover the issue.

DEEP Troubleshooting:

Swimming Pool Area Emergency Telephones
Swimming pool emergency telephone systems use one of two communication types:

Traditional Landline or Cellular:

• Find out if the phone uses traditional landline or cellular. The overwhelming majority of these phones utilize a seized telephone landline. AT&T Landline Service
  866-620-6900
• The remainder utilize digital cellular technology.
• In general, CEG will utilize a landline because we know the CM at the Community will continue paying for it.
• Usually, this is a fax line but may be an access control, secondary fire, HVAC line, etc.

Repair the Pool Phone:

1. Go to Comm Data and look at the “Accounts Tab” and look for the relevant information regarding the Community Pool Phone.
   
2. Call Kings III 800-393-5858 and give them the location of the pool phone and have them test the phone.
3. After you ask them to test it you might need to schedule a tech to come out and repair the phone or the phone line.
   This can include the Carrier and Kings III and its your job to coordinate the two.
4. If the phone is a cell operated phone have them send out a tech to repair the pool phone as soon as possible (No longer than 3 to 4 day’s).
5. If the phone is a land based phone you might need to manage the carrior to come to the location and repair the line or have it reconnected.

Because property management companies like YES! change CM’s so frequently, it is possible a dedicated emergency telephone line would be accidentally disconnected during a management change. By using a fax line, we know that the incoming management will maintain it, as it is the published fax number for the property.

Test Calls Initiated by Pool Emergency Telephones
To further ensure that the emergency pool help phones are working properly, they are programmed to send test signals to the Kings III Emergency Dispatch Center. This call is automatically recorded and logged in the permanent account history of each phone. Anytime one of these phones fails to test, an event exception notice is automaticall displayed to an emergency operator who immediately starts a process to determine why the phone test did not occur and to rectify the problem.

Five different models of pool phones you might be dealing with. But some YES! Communities only have a normal phone by the pool and using an AT&T line. This is not advisable and you need to check local regulations and safety laws.

Resources 

Resource – State Pool Phone Laws and Regulations Quick Guide

Resources – All Carrier or ISP Phone Numbers for CEG Support