Frequently Asked Questions
Your Questions, Our Answers
Have a question about Code Blue and our cutting-edge safety solutions? Explore our comprehensive FAQ section to find quick, clear answers to your most pressing questions. You can always contact us if you have a question that isn't listed below!
General
ToolVox® serves as the center of a Help Point® ecosystem. Available as either a physical server appliance or a virtual machine, ToolVox® combined with Blue Alert® software provides the ability to efficiently manage your system.
To learn more about ToolVox® and available options, Click Here
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.
The part number for the Code Blue security bit is 41414. To order, click here. If you have any questions about ordering or using the form, please contact Customer Support at 616.392.8296 or 800.205.7186.
Click here for a PDF file illustrating where to locate serial numbers on IP and analog phones.
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 guides.
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.
Blue Alert®
Blue Alert® is Code Blue’s suite of software offerings, designed to enhance the functionality and reliability of
your Help Points®. These include Blue Alert® Connect & Monitor, Blue Alert® Motion, and Blue Alert® Portal. To learn more about Blue Alert®, click here!
Blue Alert® Connect is a cloud or server-based PBX system used to generate dial tones for your Help Point® and route your calls where they need to go. It also provides the ability to combine analog & IP technology for seamless communication. To learn more about Blue Alert® Connect, click here!
Blue Alert® Monitor provides diagnostic and testing functionality to keep your communication system operating at its best. It’s remote monitoring capabilities reduce or even eliminate the need for manual testing. To learn more about Blue Alert® Monitor, click here!
Blue Alert® Motion is a secure, hosted, event-based video recording solution built on world-leading streaming and storage technologies. Access cloud-based recordings of Help Point® calls on a desktop or mobile browser. To learn more about Blue Alert® Motion, click here!
Blue Alert® Portal is an efficient management platform for your Help Point® network, providing real-time device status, inventory, subscription details, call logs, and more. To learn more about Blue Alert® Portal, click here!
Blue Alert® Interconnect brings the reliable call management services provided by Code Blue to other non-Code Blue devices such as intercoms of VoIP speakerphones. To learn more about Blue Alert® Interconnect, click here!
SIP Capable Device
TLS1.2
Capable of SRTP (Secure RTP Audio)
-Order cloud subscription(s) from an authorized Code Blue reseller: Authorized Code Blue Distributors
-Complete cloud turn-up and configuration web form: Blue Alert® Interconnect Turn-up Form
-Code Blue will provide authentication credentials.
Code Blue Services
Code Blue provides a variety of services that keep our Help Points® functioning properly. These services include Cellular Data Plans, Nebula 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 Blue Alert® family of software solutions.
For more information on Code Blue Cellular Services, Click Here
For more information on Code Blue’s Nebula Cloud Services, Click Here
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 absolutely 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.
IA4100 Speakerphones
To program an IA4100 or IA500 series phone, you need to use an analog or IP phone that pushes DTMF tones. Call the extension or phone number of the Code Blue speakerphone. When you dial the number you’re trying to reach, you will hear an acknowledgement tone or RFA tone to let you know that the phone has picked up and is ready to be programmed. Press the programming password for that particular model to enter programming mode and continue configuring the phone.
For example, to program an IA4100:Call the number or extension of speakerphone, wait for the beep, then press 1#01 # wait for acknowledgement tone, then press * # to hang up.
You can find speakerphone programming guides here or email ts@codeblue.com.
1. Call the Code Blue speakerphone’s number and enter program mode (1#).
2. Enter 5000 #. This will set the IA4100 to operate in ring-down mode.
3. Enter * # to save and exit programming.
By default, the IA4100 is looking for a 200-millisecond wink to hang up the call. If your phone system is not issuing a 200-millisecond wink, there are additional hang-up methods available, such as monitoring for dial tone, reorder tones or silence. If you know the type of disconnect or hang-up method your phone system uses, then just enable the one you need via programming. If not, you can turn them all on.
The alternate hang up methods available are:
Revert to dial tone:CMD 41 (Default=00)Continuous sound for this period will initiate hang upRecommended 4108#
Silent time out:CMD 42 (Default=0#)1 to 9 (10 to 90 in 10-second increments)Recommended 422#
Reorder tones “busy tones”:CMD 43 (Default= 00#)Number of reorder tones (01 – 99 = 1 -99 cycles)Recommended 4308#
For example, to enable an alternate hang up method: Call the speakerphone. After the beep or RFA tone, press 1#, wait for acknowledgement tone, then press 4108# (monitor 8 seconds of reorder tones). Wait for acknowledgement tone, then press * # to save and hang up.
Call the speakerphone to enter programming mode. Wait for beep or RFA tone, press 1 #, then wait for the acknowledgement. Press 22# #, then press * # to hang up.
Call the speakerphone to enter programming mode. Wait for beep or RFA tone, press 1 #, then wait for the acknowledgement. Press 22# #. Message will play to the caller only while the call is in progress or before the “Call received” light comes on.
That information can be found on page 25 of our IA4100 Guide here.
IP1500/IP2500/IP5000 Speakerphones
this is a update
Unplug the PoE and button/LED harness and short pins 2 and 3 for a network config reset, or pins 4 and 5 for a hard reset (set everything to defaults). Reconnect PoE and you will hear two beeps acknowledging reset. Wait 10 seconds, unplug power, remove shunt, reconnect harness and PoE. Reset is complete.
Press and hold the reset button on the board for 5 seconds and it will delete the network config files and scripts. The recordings will remain in programming.
Press and hold the reset button on the board for 10 seconds or until you hear the second group of beeps. The IP5000 file system will be formatted, resetting it to factory defaults.
OR
Using Windows Telnet:Open Enter username: admin and password: adminFor Firmware Version 1 phones: At the prompt, type: .advanced and press enter. Then type: format c: codeblue and press enter.For Firmware Version 2 phones: At the prompt, type: format c: codeblue and press enter.After successfully formatting the phone, type: reboot
In this case you can use a standard home/wireless router. Just plug your PC and IP phone into the same router and both devices will be given an IP address automatically. You can run a network scan using a free program like SoftPerfect network scanner. You will be able to identify your speakerphone by its mac address. Once you know its IP address, you can browse to the phone via your web browser and change its IP address to a Static IP address if desired.
By default, the speakerphones are set for Dynamic IP address (DHCP) so the network you’re connecting the IP phone to should have a DHCP server running. To locate the IP5000/2500/1500 you may run a network scan using a free program like SoftPerfect network scanner. You will be able to identify your phone by its mac address (on the back or underside of the phone) to see what IP address was given to it. (Example: Code Blue IP5000 devices are: 00-50-C2-CB-XX-XX). Once you know its IP address, you can browse to the phone via your web browser and change its IP address to a Static address if desired.
IA3100 Speakerphones (Legacy Analog Model)
Connecting the IA3100 to a VoIP system is similar to connecting to a digital phone system. The customer simply needs to contact their VoIP system vendor and indicate the type of analog devices that will be added to the system, and the vendor will present them with options. Because most digital and VoIP phone systems are proprietary, the only way to connect them is via an interface from that system’s manufacturer. The same interface could be used to connect a fax machine, dial-up modem or any other single-pair, analog device.
Code Blue Corporation offers Analog Terminal Adapters (ATA) to attach our analog phones to a VoIP system via the Session Initiation Protocol (SIP).
If the Code Blue speakerphone isn’t hung up properly, there is a default off-hook time of 10 minutes (see Command 63). Disconnect calls properly by holding the # key for at least two seconds, invoking Command 64 for silent time out, using call progress tone detection or pulse code width (WINK).
Sometimes timing and quality differ from ITU standards, especially when connecting to cellular services. If the Code Blue speakerphone doesn’t hear a dial tone within five seconds it will redial. Try to extend the time expected for dial tone to 10 or 20 seconds with Command 86 (see IA3100 Speakerphone Programming). Likewise, after the number is dialed, if ring back doesn’t occur within five seconds the phone will redial. Command 87 can be extended to 20 or 30 seconds.
Try to reset or re-energize the circuit by disconnecting the 14-pin green Phoenix connector AND the gray ribbon cable for a couple of seconds. Plug cables back in and test the unit. Check and make sure the operating voltage at the unit is between 12-24V AC/DC. An overvoltage condition for a period of time may cause the regulator to overheat and the speakerphone to go into a thermal shutdown.
Use the following programming process:
1. Enter program mode by keying 2 2258 #.
2. Key 350 # to disable ANI.
3. Press # for two seconds to exit programming mode.
The IA3100 has been programmed to understand a number of hang-up procedures:,
1. When connected to a POTS line (plain old telephone system), the phone company switch should provide the hang-up command known as CPC (Calling Party Control).
2. Another method is have the phone line revert to dial tone; the IA3100 will count to eight seconds and then hang up.
3. The operator/guard may choose to hold the # key down for two seconds (must have the long DTMF tones available, not burst tones) on the their phone to force the CB3100 to hang up.
4. If these methods are not available, you will find programming features in the manual. Command 64 in the CMS programming section:
See Silent Time Out command 64XX#. XX refers to a two-digit representation of time (i.e., 05~99 seconds). When this mode is engaged, the phone will now look to complete one of the following timing cycle of events:
Revert to dial tone and count eight seconds of dial tone.
Timed silence for the programmed period of seconds.
Count 30 repetitions of the reorder tone.
There are two ways to adjust the speaker volume.
1. During a call (i.e., red PUSH FOR HELP button has been pushed), have the guard hit “8” on the keyboard to increase speaker volume or “9” to decrease volume. Each press adjusts the volume up or down. At the end of the call, the volume setting is saved for the next incoming call. NOTE: This is the only command saved during a call.
2. Dial into the Code Blue unit and establish two-way communication (enter 1 2258 #). Increase or decrease the volume as described above. When satisfied with the volume level, hit # key to save setting and exit programming.
Use the following programming process:
1. Enter program mode by keying 2 2258 #
2. Select a message mode (see following options) and key
MODE 30: One 18-second instruction, played to the guard when the call has been answered (CALL RECEIVED light is green).
Mode 31: One 18-second instruction, played to the caller at the Code Blue unit upon activation of the red button. This is factory default setting.
MODE 32: Two 9-second messages may be recorded. One message will play to the caller upon CALL PLACED (red LED) until the guard answers; the second message will play only to the guard upon CALL RECEIVED (green LED) or the guard answers.
MODE 33: Record one or two messages. Either one or both messages will play to the caller AND to the guard once the call has been answered (green LED).
3. Key 10 to begin recording
4. Key # to stop recording (message is sampled back for approval)
5. Begin recording second message (modes 32 & 33) by keying 11
6. Stop recording by keying #
7. Program the number of times message(s) will play by keying 72 X (where X equals 0-4 times; 1 is default)
8. Exit program mode by holding # key for two seconds
Call the number assigned to the speakerphone from another phone and enter program mode 2#. Key in 354#. This will set the IA3100 to operate in ring-down mode. Press and hold # down for 2 seconds to exit program mode.
To program a IA3100 series phone, you need to use an analog or IP phone that pushes DTMF tones. Call the extension or phone number of the Code Blue speakerphone. When you dial the number you’re trying to reach, you will hear an acknowledgement tone or RFA tone to let you know that the phone has picked up and is ready to be programmed. Press the programming password for that particular model to enter programming mode and continue configuring the phone.
You can find speakerphone programming guides here or email ts@codeblue.com.
LED Beacon/Strobe 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.
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.
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