Resources
Frequently Asked Questions
General
-
Code Blue does not sell any of our customers’ personal information. Please see our Privacy Policy for complete details.
-
The ideal locations are along walkways as well as public spaces in which proper lighting and security measures might not be easily installed. For other general guidelines for where Help Points® should be installed, such as how many and how far apart, please view our Help Point® Placement Guide.
-
The effectiveness of your devices could be impeded by its surroundings like buildings, landscaping and terrain. Additionally, solar-powered units need to have year-long access to direct sunshine unimpeded by the shadows of nearby objects.
-
Code Blue produces custom solutions for our customers every day. Contact us and we will be happy to discuss how we can craft the solution you want for your product.
-
When these false activations occur, answer the following questions: a) Did the guard hear voices, birds, traffic, planes or other miscellaneous noises, and b) was the Beacon/Strobe on?
If YES, the red button initiated the call.
If NO, the phone is not the cause. The only way the Beacon/Strobe can be activated is via the red button. In addition, if no audio was detected the phone didn’t create a “ghost” call. More than likely this phone is on a ring-down line and the line may be damaged or have water in the conduit. A minor shorting can fool the switch to create an off-hook condition, ringing the guard falsely. In this scenario, the solution is to fix the line.
NOTE: To test, replace a “good” phone from another location with the unit that’s having problems. If you’re no longer receiving “ghost calls” then the problem is with the original speakerphone. If the problems persists, then the issue is with the line. One possible solution is checking to see if the phone is in ring-down mode. If so, change the extension from ring-down to dial-up. Reprogram the phone as directed in the Programming Manual and see if the problem has been resolved.
-
Because the CB3000, CB3100, IA4100 and IA500 are half-duplex (except IA4100), audio switching phones, hum and static can block audio by the duplex controller in one direction. The cause of the noise requires locating and resolving appropriately:
The noise may be internal to the Code Blue enclosure.
High intensity lights may cause the noise. Check by dropping the power to the light and test the phone. If the noise is gone, replace the light.
Communication devices like cellular transceivers may produce noise on the line. The noise is the result of a weak transmission mode. Move the antenna for a better signal level or use a high-gain antenna.
-
That information can be found in Code Blue’s product guides.
-
Click here for a PDF file illustrating where to locate serial numbers on IP and analog phones.
Software
-
SIP Capable Device
TLS1.2
Capable of SRTP (Secure RTP Audio)
-
Order cloud subscription(s) from an Authorized Code Blue Distributor
Complete cloud turn-up and configuration web form: Interconnect Turn-up Form
Code Blue will provide authentication credentials.
Services
-
Code Blue provides a variety of services that keep our Help Points® functioning properly. These services include Cellular Data Plans, Cloud Services, Service Level Agreements for our Server Options, and more. Many of these services also provide resources that customers can use to stay connected to their Code Blue products, including our family of software solutions.
-
Typically, you will hear from us well before your services expire to discuss renewal options. Renewal reminders are automatically sent out 90, 60, 30 & 15 days prior to expiration. However, you are always more than welcome to get the process started on your own by visiting codeblue.com/turn-up, completing the form, & submitting it to us.
-
Yes, Code Blue offers many service options available in 1-, 2-, 3-, or 5-year terms.
-
Yes. We can work with you to ensure that your renewals can occur in accordance with a specific timeline that fits your organization’s needs.
-
You can send a quote request to cloudservices@codeblue.com.
-
Yes, similar to how we can adjust your renewal schedule to align with fiscal needs, we can also coordinate additional services to renew at the same time, so you aren’t stuck managing multiple renewal dates for multiple products purchased at different times.
-
If your services are not renewed by the date of expiration, your Code Blue Help Point® may not communicate or function properly, which increases the risk of equipment designed for public safety not operating properly when someone may need it. If your services have not been renewed by the expiration date, Code Blue will begin the process of notifying parties involved with the initial purchase of the aforementioned services. This includes, but is not limited to, contact attempts made via phone calls, electronic mail, a physical letter of notice/delinquency being sent to the site address on file, and/or automated messages being pushed to the Code Blue products in a delinquent status. If a response to these notice attempts is not received, service to the connected Code Blue products will be discontinued. This will result in the product being unable to process communication if an attempt is made by pressing the call button.
-
Yes, if services are discontinued due to expiration without renewal response, reactivation fees and prorated charges may apply when restoring services. A quote will be provided by our Cloud Services Team detailing any of these costs should this scenario arise.
-
Not exactly. We still utilize the same major carriers you are likely familiar with, but in a different way. One of the ways we help keep your Help Point® ecosystem secure is by establishing a VPN tunnel between our Nebula platform and your equipment. To establish this VPN tunnel, an internet connection is required. When a wired internet connection is not available, we utilize the cellular network, creating the need for a data plan. The SIM cards installed in the communication equipment inside of the units are data only, not voice plans like a traditional cell phone. All the SIM card provides is internet connection, NOT phone services. This allows us to offer multiple different ways to utilize our devices and provide diagnostics and unique call paths.
Power
-
Please use the following recommendations to determine whether the solar unit is operational or not.
Ensure the battery voltage is above 11.7 volts. If not, the load has been automatically disconnected due to a very low battery charge condition and the battery must be charged.
NOTE: These are valve-regulated, absorbed glass mat batteries and need to be recharged with a multi-stage charger.
If the unit is charging properly, verify if the solar panel voltage and the controller voltage are within 1/10 of a volt.
Check whether charge controller is operating properly. Verify green charging LED is ON (if it’s daytime), wiring should be secure, check polarity (+ and -) of connections, and confirm no system fuses are defective.
-
Test the integrity of the phone line surge protector by trying the phone with the surge protector, and then bypassing the surge protector. If the phone works without the surge protector, but does not work once the surge protector is reconnected, it is likely that an electric surge or spike blew the telephone protection circuit. These surge protectors are available as spare parts from Code Blue.
-
Please review our power requirement guide for more information.
-
This chart provides power requirements in feet from power supply to Code Blue unit using 10 gauge wire or larger. In addition, each Code Blue phone requires its own phone line or PBX extension of one pair of shielded twisted pair for the telco line (telco wire size varies depending on distance required; 22 gauge is standard). The IA500 series needs no less than 28mA.
Ring-Down
-
The phone system is using a ring-down line if you, 1) press the red “PUSH FOR HELP” button and the speakerphone goes off-hook and starts ringing, or 2) if the phone goes off-hook and immediately begins to ring when connecting to your butt set (rather than going into a dial tone first).
-
Where a tamper-proof ability to call from one point to another is needed or where a defined extension is designated to call.
-
Dial tone is not offered to Code Blue units or calling extensions. A PBX or switch is looking for an on-hook or off-hook condition, then applies a “ringing voltage,” and when answered goes to a “normal voltage” state. See industry definitions below:
1. A circuit or method of signaling where the incoming signal is activated by alternating current over the circuit.
2. The signaling method used in manual systems in which picking up one telephone automatically rings another. The ringing telephone gains an operator’s attention and initiates a current that is sent over the line to engage a lamp and drop a self-locking relay.
3. In telephone systems, a service provided a unit that is inserted on each end of a transmission circuit for the purpose of verifying supervisory signals on the circuit.
4. A circuit providing priority telephone service, typically for key personnel; the circuit is activated when the telephone handset is removed from the cradle causing a ringing signal to be sent to the distant unit(s).
5. In telephony, the usable voice-frequency band ranges from approximately 300Hz to 3400Hz.
LED Beacon/Stobe Light
-
First, be sure there is a half-inch gap from the bottom of the pedestal to the ground. This gap is needed for proper air circulation throughout the unit. In most cases, the condensation in the top dome can be eliminated simply by raising the unit a half-inch from the ground.
In some extreme locations, condensation may still build up in the dome even if the unit is properly installed. In this circumstance, it may be necessary to purchase a Code Blue passive dome top vent kit. This is installed on top of the Code Blue dome and allows air to circulate throughout the unit, reducing the effects of condensation. Contact Code Blue tech support for further information.
NOTE: A solar powered dome vent fan kit is also available.
-
Check for operating voltage at the Beacon/Strobe and check trigger pair for relay control short. Verify function by manually shorting the control wires from the Beacon/Strobe. Older lights have orange and black trigger wires; newer ones have two yellow wires. If power is verified and works when controlled manually, then it is operating correctly.
-
1. Disconnect power and the yellow pair of wires to the auxiliary output.
2. Short the yellow pair of wires.
3. Apply power. The LED Beacon/Strobe will show you the steady state on or off and its flash rate. As soon as the strobe light starts to show its flash rate, unshort the yellow pair.
4. You should notice the strobe enter programming mode. Tap the two yellow wires together to change through the 21 different flash rates with steady state on or off.
5. Once you find the flash rate or mode of operation that you want, pull power and remove the short of the yellow wires. You MUST leave the power disconnected for 20 seconds before reapplying to save the setting.
-
Our LED Beacon/Strobe light is part number 40159. If you have an account with Code Blue, you may submit a purchase order to customerservice@codeblue.com. Or simply fill out the credit card order form on the website here.
