Connections

A connection in SecurityTrax is a link between a customer and an external service provider. Customers typically have two kinds:

Monitoring connection — the central station that watches the customer's alarm signals 24/7 and dispatches responders. Examples: ADT, Brinks, Affiliated Monitoring, Alarm.net, Rapid Response. Every monitored customer needs exactly one monitoring connection.
ISP connection (Interactive Services Provider) — the company that provides the customer's mobile app / web portal for arming, disarming, viewing cameras, and smart-home automation. Examples: Alarm.com (ADC), Alula, SecureNet, Alarm.net (Honeywell Total Connect). Some customers have none; some have one; a few have more than one.

Monitoring is about alarm signals going out. ISP is about the customer interacting with their system. They're independent — a customer can be monitored by ADT but use Alarm.com for their mobile app, or both from the same provider.

The Connections tab only appears for real customers, not leads. A prospect who hasn't signed on yet has no monitoring to route and no app to use, so the tab is hidden.

Getting here

Click the Connections tab in the customer's header tab bar (tower-cell icon).
Or navigate directly to https://portal.securitytrax.com/{your-company}/customers/{id}/connections.

The Connections index (hub)

Landing on the main /connections page shows a hub overview with links to the two sub-pages:

Monitoring — the monitoring connection.
ISP — any interactive services connections.

The hub itself usually shows a summary of the current connections (monitoring company name, ISP provider name) plus status indicators if any need attention.

Monitoring sub-page

Route: customers.connections.monitoring.

Shows everything about the customer's monitoring setup:

The monitoring company currently assigned (e.g. "Rapid Response Monitoring").
The customer's account number at that monitoring company.
The receiver number (the signal-receiver identifier the alarm transmits to).
The customer's dealer number (your company's identifier with the monitoring company).
Any provider-specific fields — ADT has ADT# and MAN/Site#, Alarm.net has system IDs, and so on.

Some monitoring companies have deeper integrations where SecurityTrax can push changes directly to the central station (update contacts, reset codes, change zones). If that's the case, you'll see additional action buttons — "Sync to {monitor}", "Pull account from {monitor}", "Add zone", etc. — specific to that integration.

For central stations on the BoldNet/Manitou platform — Dynamark Monitoring, Legacy Security Services, Security Partners, American Two-Way, Alarm Central, and ESC Central — the Monitoring sub-page offers the full account lifecycle. Before the account is linked you can Create Account (pick the system, transmitter type, transmitter ID, and receiver line prefix — Get Next ID fills the next available transmitter ID) or Link Account (look up the existing central-station account by account number and review a side-by-side comparison before confirming). Once linked, the Actions menu offers Show Customer Information (account details, contacts, authorities, and zones — including adding a Police/Fire/Medical authority from the central station's directory), Set Commissioning Status and Place Account On/Off Test where the station supports them, plus Unlink Account. Errors reported by the central station appear as messages you can dismiss.

For C.O.P.S. Monitoring accounts, the same page offers Create Account and Link to Pre-Existing Account before linking (linking shows a side-by-side comparison of account details, authorities, responding parties, and zones). Once linked, the Actions menu offers Is Account On Test, Place Account On Test (with current or delayed start, duration, and specific codes), Place Account Off Test, View/Modify Account (template, license, panel type, UL cert, and dealer notes, plus responding parties and zones), View/Modify Account Authorities (add or remove Police/Fire/Medical/Guard authorities found by zip code), View Test History, View Test Results, and Unlink Account.

For Brinks Home Security accounts, before the account is linked the Actions menu offers Add Two-Way Device ID to Shell, Create Account (site, system, zones, agencies/permits, contacts, and site/system options), and Link Account — look up the existing Brinks account by account number and review a side-by-side comparison of the account details, contacts, and zones before confirming. Linking ties the matching SecurityTrax contacts (paired by name and phone number) and equipment zones to their Brinks counterparts; a contact that exists only in Brinks stays untouched until the next contact sync, so review the comparison before confirming. Once linked, the Actions menu offers Modify Account, Place Account On/Off Test, Place Account Out of Service, Pull Panel, Common Funding, and Unlink Account, and the Show menu adds Purchase Info and Credit Request.

For a.p.i. Monitoring accounts, the page offers Create Account before linking (showing the account ID, contact and zone counts, and an event-type picker per zone). Once linked, the Actions menu offers Show Customer Information, View Event History, Zones (map each zone to an event type and save the changes back), Emergency Contacts, Place Account On Test (start/end dates and times in Eastern Standard Time), and Unlink Account.

Note. The provider-specific panel is gated by that provider's permission (for example ADT or Brinks Home Security in the Customers permission category). Without it, the panel is replaced by the message "You do not have permission to view the central station settings for this customer." — the rest of the page still works, including the Edit button for changing which monitoring company is assigned.

Heads up. The Monitored By field (which picks the monitoring company) is also on the main customer edit form under the Sale Information card. If the customer is currently linked to a central station via an integration, the field is locked — you have to remove the link here on the Connections page before you can change the monitor.

ISP sub-page

Route: customers.connections.isp.

Shows the interactive services provider setup. Depending on how your company is configured, the customer may have zero, one, or multiple ISP accounts. For each:

The provider (Alarm.com, Alula, etc.).
The ISP account ID or customer-facing login identifier.
The service plan the customer is on.
Feature flags the ISP supports for this customer — video, locks, thermostats, notifications, etc.
Actions — sync, push updates, reset passwords, and open the provider's admin tools, depending on the integration.

Creating an Alarm.com account

When the customer doesn't have an Alarm.com account yet, the Alarm.com panel offers Lookup, Create Customer, and Create Commitment. A customer is a live Alarm.com account (it needs a modem serial number); a commitment is a pre-provisioned account you activate later, once the hardware is installed — use Activate Commitment at that point to supply the modem serial and panel type.

Both create dialogs follow the same flow as Alarm.com's own partner tools:

Choose an Account Type first. Nothing else appears until you pick one:

Account Type	Use it for
Security	Any account that includes a security control panel.
Standalone	Accounts with only Alarm.com's Access Control, Video, Cellular Sensor and/or Connected Car solutions — no intrusion panel.
Automation & Awareness	Non-security accounts.

Pick a package. The package list only shows packages valid for the chosen account type, pulled live from Alarm.com for your dealer. Selecting a Package Template (optional — it's never required) pre-fills the package and add-ons. Selecting a package reveals the full add-on catalog, grouped by category (Video Monitoring, Images, Monitoring Station, Energy Management & Automation, Information & Alerts, Remote Monitoring & Control, and Wellness) — every add-on SecurityTrax supports is offered for every package, including locks, thermostats, garage doors, and continuous audio recording. Add-ons Alarm.com includes with the package are pre-checked and locked on, and add-ons Alarm.com lists as extra-cost for that package show a charge badge. If a selected add-on isn't available for the chosen package, Alarm.com rejects the save with a message explaining why, and you can adjust and save again.

Fill in the remaining fields. Which fields appear depends on the account type and whether you're creating a customer or a commitment:

Field	Appears when
Modem Serial Number	Creating a customer (not a commitment) with a Security or Automation & Awareness account type. Must be 10 or 15 digits.
Panel Type / Expected Panel Type	Security and Automation & Awareness account types. Labeled Expected for commitments.
Central Station Forwarding	Security account types. Locked to Never for Automation & Awareness; hidden (set to Never) for Standalone.
Receiver Number	When forwarding is anything other than Never. Type it in, or pick from your dealer's receiver numbers, which appear as suggestions.
Installer Code	SEM panels (SEM Vista, SEM PowerSeries, SEM Lynx).
Expected Network	Commitments only.
Communication Pathway	Customers only.
Apply Panel Template and Apply Default Notifications	Security account types, when your dealer has panel templates defined at Alarm.com.
Builder Program	When your Alarm.com integration has the Builder Program option enabled.

Property Type and Install Type are always required; Sub-Dealer and Desired Login Name are always optional.

Switching the account type resets the package and its dependent fields, so you always see a list that's valid for the new type.

Note. After a customer account is created, SecurityTrax shows the new Alarm.com username and password once — provide them to the customer before closing the window, because they can't be viewed again.

Heads up. If Alarm.com returns no details for a selected package, SecurityTrax shows an error and clears the selection — pick a different package.

Alarm.com single sign-on — Mobile Tech and Remote Toolkit

For customers on Alarm.com, two buttons open Alarm.com's dealer tools in a new tab, already signed in as you, on that customer's account — so you don't log in to Alarm.com separately:

Button	Opens
Mobile Tech	Alarm.com's mobile technician view for this customer.
Remote Toolkit	Alarm.com's Remote Toolkit page for this customer.

Both buttons only appear when all of these are true:

You have the Alarm.com permission (view) in the Customers permission category.
The customer has an Alarm.com account linked on this page.
You have connected your own Alarm.com login under Connected Accounts.

Heads up. The last one is per-person, not per-company. Until you connect your own Alarm.com login, you'll see a Link Alarm.com Login button in place of the two buttons — click it to go to Connected Accounts and connect. Your coworker having connected theirs doesn't cover you.

Heads up. The provider field (which picks the ISP) is also on the main Connections page, in the Edit dialog above. If the customer's ISP account is currently linked, that field is locked — you have to disconnect the account first (each provider has its own unlink/remove action on this page) before you can change which ISP is assigned.

Note. The provider-specific panel is gated by that provider's permission (for example Alarm.com or SecureNet in the Customers permission category). Without it, the panel is replaced by the message "You do not have permission to view the Interactive Services Provider settings for this customer." — the rest of the page still works, including the Edit button for changing which provider is assigned.

Why connections matter day-to-day

Signal routing. Alarm signals flow through the monitoring connection. A wrong or broken monitoring connection means signals don't dispatch responders.
Billing. Some monitoring contracts and ISP services are itemized on invoices — changing a connection often changes what's billed.
Customer service. When the customer calls complaining their app doesn't work, the ISP connection is the first thing to check. When they call saying "my alarm went off but no one came," the monitoring connection is the first thing to check.
Compliance. Some jurisdictions require you to keep monitoring connection records on file for a minimum time.

Who manages connections

Sales reps typically create the initial connection when signing a customer up.
Service techs may update connection details when moving a customer to a new monitor or ISP.
Billing / operations may adjust connections when the monitoring company changes what it charges.

Your company's exact roles will vary.

Home — the Monitored By dropdown on the Sale Information card touches the same data as this page.
Monitoring Companies (admin reference) — where the list of available monitors is managed.
Interactive Services Providers (admin reference) — where the list of available ISPs is managed.