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