Alarms
Alarms are at the heart of the Xcentrix platform. This page explains the states an alarm can be in, how to acknowledge one, and how escalation works.
Alarm states
Each alarm has two independent labels — its state and its severity.
State (what the alarm is doing now)
| Badge | Meaning |
|---|---|
| Active (blue) | The condition is currently true. Something is wrong right now. |
| Cleared (green) | The condition has returned to normal. If no one acknowledged it while it was active, the row also shows “Not acknowledged” — see below. |
| Archived (muted) | The alarm has been both cleared and acknowledged. It’s historical. |
Severity (how bad it is)
| Badge | Meaning |
|---|---|
| Critical (red) | Immediate response required. |
| Warning (yellow) | Attention needed, but not life-safety-critical. |
| Info (grey) | Informational — logged but typically not escalated. |
A “Muted Nm” pill may appear next to the severity when a station has been temporarily muted — the number is minutes remaining.
Cleared but unacknowledged
An alarm can transition back to Cleared before anyone acknowledges it (the condition fixed itself, or a tech fixed it on-site without logging in). The row still shows “Not acknowledged” so the alarm doesn’t get memory-holed — you can see it in the alarm list and acknowledge it after the fact.
Acknowledging an alarm
Multiple paths all do the same thing:
| Where | How |
|---|---|
| Cloud web app | Click the Ack button at the right end of the alarm row. A 3-second undo toast appears — click Undo to roll back. |
| Mobile push notification | Tap the notification, then Ack on the detail screen. |
| SMS reply | Reply with ACK followed by your 6-digit PIN (e.g., ACK 123456). |
| Voice call | Enter your PIN followed by # when prompted. |
| XVision kiosk | Tap the alarm, enter your PIN. |
| XCore ack button | Press the physical ack button on the XCore enclosure. Logs as acknowledged by the on-site operator. |
Acknowledging stops the escalation chain immediately — downstream tiers will not fire.
The alarm list
Open a site, then click Alarm in the left sidebar. The table shows:
- Alarm ID
- Station / Device name
- Severity badge
- Message (what tripped)
- Fired at
- Acknowledged (checkmark + user + time, or “Not acknowledged”)
- Cleared at (empty if still active)
- Ack button (only if the alarm is not yet acked)
Clicking a row expands the alarm detail panel showing the escalation plan that was run and each attempt’s send result, including whether the carrier confirmed delivery.
History
The Alarm history page (linked from the alarm list) shows cleared and archived alarms with a filter form:
- Range — 24h / 7d / 30d / custom
- Severity — Any / Critical / Warning / Info
- Ack Status — Any / Acked / Unacked
- Station ID — free-text filter
Escalation and re-alert
Each alarm runs an escalation profile when it fires. A profile is a sequence of tiers, and each tier is a group of recipients that notify in parallel. If the alarm isn’t acknowledged within the tier’s “escalates after” window, the next tier fires. See Notifications for how to edit the plan.
Within a tier, re-alerts cycle every 30 seconds indefinitely until the alarm is acknowledged or cleared. The alarm panel displays this as ”30s cycle · no cap · no backoff”.
Where to go next
- Notifications — set up who’s in each tier of the escalation plan.
- Account — change your PIN (used for SMS/kiosk ack).