New Hire Training Outline

Draft — built fast, needs review/trimming.

1. The Products

• Overview of the Finmon product line: Comon, Telemon, Cenmon, Dualmon, mi8/64, miPanic
• What each product actually does and where it's used (which panel types, which install scenarios)
• Physical hardware basics: what a unit looks like, serial cable colour coding (grey/red/pink), power requirements

2. Contact ID & Signal Fundamentals

(Enough theory to make the portal/app/panel sections make sense, not a standalone deep-dive)

• What Contact ID (CID) is, how a signal flows panel → radio → control room
• Account codes, partitions, open/close reporting
• Common event codes reps will see (panic, burglary, tamper, AC failure, opens/closes)

3. Support Process

• Ticket handling expectations
• What gets tracked (tickets by rep/customer/type)
• Loop back after a few weeks to see which ticket categories keep showing up — that's the signal for what training gaps actually matter

4. Getting Units Working on Various Panels

Walk through panel-specific programming, one section per brand (from the GSM Communicator Programming Manual):

• Caddx (Standard, NX)
• DSC (Generic, Neo)
• IDS (805, 806, 816, X64)
• Paradox (1738, MG5050/SP6000, Evo range)
• Texecom (412/816/832, MiAlarm mode)
• Orisec
• Risco
• Common install mistakes: leading zeros in account codes, forgetting to reboot after programming, wrong power source, connecting serial with panel powered up

5. Finmon Portal

• Logging in, navigating to a unit
• Looking up a unit's status, last dial-in, signal strength, assigned control room
• Using the portal as the first troubleshooting step before touching a panel
• Reading recent alarm/signal history for a unit
• What to check in the portal before escalating

6. App Training

• The mobile/companion app(s) — miAlarm, MiFinmon (whichever apply)
• App version requirements per panel type (this varies — flag it)
• Common app connection issues and fixes (remove/re-add panel, check user code, serial port setting)

7. Troubleshooting Checklist

• Panel not sending signals — universal checklist (power, serial, SIM, account code, dial attempts)
• Signals send once then stop
• Signal strength / antenna placement
• When to escalate vs resolve at first contact

8. Shadow/Practical Component

• Live walkthrough: portal lookup → app check → panel programming, on 2-3 common panel brands
• Sit in on real support calls/tickets
• First few tickets reviewed before closing solo