Sending a Request for Help (Detailed Process)
6.1 Requesting Help with a GO (Standalone)
1. Press and hold both buttons at the same time until the pre-alarm sound activates. GO will
flash red and vibrate during the pre-alarm stage to indicate a request for help has been
activated.
2. At the completion of the pre-alarm, an alarm report is sent to monitoring.
3. GO will play periodic voice notifications to inform the user of the alarm report progress as it
attempts to connect with monitoring. GO will continue to flash red.
4. GO will attempt to dial out using the Destination Sequence List (DSL) set in configuration.
This has four (4) destinations and can consist of IP addresses and/or DNS locations. GO can
only report to monitoring using a data connection on the cellular network. If this is
unavailable for any reason, then GO will not be able to communicate to monitoring.
5. If a destination address fails, then GO will move onto the next destination in the list. If for
whatever reason the entire list fails, GO will go back through the list again.
6. An additional voice message will play to let the user know that there is an issue sending their
alert and that GO is trying again.
7. GO will continue trying to send the alert. If after a set number of attempts it still cannot send
the alarm report, it will slow down the time between retries (this is typically set to 12
attempts). At this point it is likely that the 3G connection is not working due to location or
the network being down. GO will slow down frequency of attempts (typically to once a
minute) in order to preserve battery power.
8. GO will continue to retry sending an alert for help until the battery goes flat. There is no
timeout for this operational process, unless the end user cancels their help alert.
9. When the emergency alert is successfully received at monitoring and confirmed back to GO,
it opens a voice channel to an operator so they can ring back.
10. When voice contact is made, GO will ring twice and then automatically answer.
11. The hands-free speakerphone system will automatically switch between the operator and
the GO. By default, if nobody talks, the speakerphone system is set up to listen to the user.
12. After the first voice call has ended GO will flash green. Depending on the configuration
applied the user may or may not be able to resend an alert. If resending is disabled and the
user tries to press both buttons again an audio file will play, “Alert has been received by
monitoring.” This will happen every time the user presses both buttons until GO is manually
cancelled, or the timeout period occurs.
13. Once each call into GO is complete, GO will start a timeout window, (typically set to twenty
minutes). If there are no further calls back to GO in this time, it shuts down its cellular
module and stops sending GPS locations.
14. This timer will automatically restart every time a call is placed to GO.
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