Commitments / 11 July 2022

ILS emergency telephone service. What makes it special?

You already know that at FAIN, we respond to lift entrapment calls within 30 minutes from the time you use the emergency button in the lift or call us. But have you wondered how that’s possible? Our secret is… a revolutionary emergency telephone service!

With a simple push of the call button, our system sets up two-way communications between the lift cab and the FAIN customer service centre – which relies on M2M or machine to machine technology – 24 hours a day, 7 days a week.

An emergency call takes priority over all other incoming calls, and is identified as such so the agent assigned to it takes into account the special nature of the situation. Of course, our customer service centre can quickly identify the cab from which the call is being placed so we can respond as effectively as possible.Plus, being left in the dark is no longer the end of the world! Our telephone line features an uninterruptible power supply to make sure it can still work even during a power outage.

One step ahead of the regulations

According to the applicable European regulations (EN81-28 and later), all lifts built after 2005 are required to have a two-way communication system that is tested at least every 72 hours and allows the cab to be identified using the unique identifier of the lift from which the call is being made, without the need for the caller to provide any information.

This European regulation naturally applies to Spain, France and Belgium – countries where we provide our service. In turn, each of these has implemented even more restrictive internal standards.

In the case of Spain, RD 57/2005 lays out sixteen safety measures to address any safety gaps between new and old lift installations. Specifically, measure #10 requires “a two-way communication system to be installed in the cab to allow permanent communication with a rapid response service in buildings that are temporarily occupied during the day (public or office buildings), seasonal or low-occupancy buildings, and other situations determined by the competent agency of the regional government.”

Therefore, the text leaves to the discretion of the regional or provincial authorities certain aspects relating to the applicable criteria that, in our case, have to be taken into account at the local level in each ILS office.


Much more than a phone line

Increasingly, telecommunications companies are offering telephone services for lifts. However, for the most part, the service they offer is essentially a conventional phone line, and if they do offer more, the price is not competitive and requires extras; for example, it requires reprogramming phones to route calls to the contact centre.

There are major differences between a conventional phone line and the emergency phone service offered by FAIN. We would like to highlight two:

  1. It requires an installation that complies with the applicable regulations (and, in particular, that carries out and records these tests at least every 72 hours).
  2. It has to connect to the customer service centre of the maintenance company in a specific way that allows both the call and its point of origin to be identified so it can be properly prioritised.

In many cases, installing an emergency phone service is required in order to keep the lift operational. This comes as no surprise, since the phone is a safety element that, although not essential in some cases, is always highly advisable. Consider situations such as:

  • Night-time hours when traffic in the building is low or non-existent.
  • Times when the user can’t identify their location (they are trapped in a lift in a friend’s building, for example).
  • Isolated lifts or in single-family houses.
  • Vulnerable people, such as children, the elderly, the disabled, etc.

In conclusion, this service provides essential assistance in situations that can quickly become complex. You see, it’s much more than just an ordinary phone line!


The FAIN Ascensores solution

What sets our solution apart from those in the rest of the market? Let’s review!

  • The system installed for this service is automatically tested every 12 hours, a substantial improvement over the legally required frequency (72 hours). Additionally, during each preventive maintenance visit, as part of the required lift inspection, our technicians test the communication line, a test that is recorded for quality control. Alternatively, this test is run both with the system connected to the grid and offline, in order to also test the uninterruptible power supply (UPS). 
  • The built-in UPS guarantees more than 2 hours of autonomous operation, far longer than required by law. In addition, signals are received in the customer service centre whenever the power goes out and when the emergency phone system battery goes below 20%.
  • Financially, it is the best solution you can find, for two reasons:
    • The proposed monthly cost is very competitive.
    • It does not require any kind of initial investment by the customer. In addition, if the contract has a duration of 3 years or more, an automatic discount of 100% will be applied to the installation cost. The reduction we can offer in the monthly payments also depends on the contract duration and the payment method. If you have any questions, contact us! Our sales representatives will give you a customised quote.
  • This solution is backed by a large company focused on customer service, which ensures the system’s continuous operation and that the communication line will not be deactivated at any time (for example, due to changes in operator coverage, financial solvency, etc.)

How about you? Still not our customer? Or you are, but your lift doesn’t have an M2M telephone line? Remember that in Spain, analogue lines will be disconnected over the next two years and that their price is much higher! If you’re looking for a safe, connected and entrapment-proof lift, you’re in the right place!

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