The 2GIG GC3 supports Two-Way Voice. This gives the 2GIG GC3 Panel’s cellular radio module the ability to automatically dial the monitoring station and connect with an operator after an alarm sounds. Once connected with the monitoring station, people on the premises can communicate with the operator using the 2GIG GC3 Panel’s built-in speaker and microphone.

Requirements

• The monitoring station being used for the account must support Alarm.com’s Two-Way Voice solution. For more information, see Alarm.com Two-Way Voice. 
  • Verify the monitoring station is aware that the customer account is an Alarm.com Two-Way Voice account.
• The customer's service package must include Wireless Two-Way Voice. For information about updating the service package, see Update the service package on a customer account. 
• The cellular signal strength must be at least 2 bars. 
• Two-Way Voice must be enabled in panel programming.  

Enable Two-Way Voice in panel programming 

To use Two-Way Voice, Q8: 2-way voice (0-2) in panel programming must be enabled. This setting is enabled by default and can be configured using the Partner Portal, MobileTech app, or panel. 

To enable Two-Way Voice using the Partner Portal:  

1. Log into the Partner Portal. 
2. Find the customer account.
3. Click Remote Toolkit.
4. In the Command Catalog, click to expand Monitoring Station Settings.
5. Click Q8: 2-way voice (0-2).
6. Using the New value dropdown menu, select Enable or Disable.
7. Click Change.

To enable Two-Way Voice using the MobileTech app:  

1. Log into the MobileTech app. 
2. Find the customer account.
3. Tap Remote Toolkit.
4. Tap Command Catalog.
5. Tap to expand Monitoring Station Settings.
6. Tap Q8: 2-way voice (0-2).
7. Using the New value dropdown menu, select Enable or Disable.
8. Tap Change.

To enable Two-Way Voice using the 2GIG GC3 panel: 

1. Tap System Settings.
2. Enter the installer code.
3. Tap Installer Toolbox.
4. Tap System Configuration.
5. Scroll to Question 8, then tap 1 to enable.

Test Two-Way Voice 

Once regular alarm signals have been tested successfully with the monitoring station, test Two-Way Voice. 

1. Verify the correct settings are enabled. 
2. Send a panic alarm to initiate a Two-Way Voice call with the monitoring station. 
   
   Important: Do not use Duress/Silent alarm for Two-Way Voice test call. Duress/Silent Alarms are Listen-In only, meaning the panel’s speaker is muted for the entire duration of the call. The operator can listen into the customer premises during a silent alarm but cannot talk to the premises.
    
3. Within a couple minutes, the operator should answer the Two-Way Voice call.
4. Verify that the operator can hear you clearly. During the Two-Way Voice call, there may be a slight delay when listening to and responding to the operator, since the system is toggling back and forth between listen/talk (like a walkie-talkie). After the operator finishes speaking, wait a second before responding. 

Monitoring station telephone commands 

When Two-Way Voice communications have been established, the monitoring station operator can use the following telephone keys to control the communications. Each time the operator uses a command key, the session is extended for 90 seconds. During the last minute of communications, the system beeps twice every 15 seconds to indicate that time is running out.

• Press [1] to enable Talk Mode, one-way communication from the monitoring station to the premises allowing the operator to talk.
• Press [2] to enable VOX Mode, two-way communications from the monitoring station to the premises.
• Press [3] to enable Listen Mode, one-way communication from the premises to the monitoring station.
• Press [7] to extend the session for 90 seconds without changing the mode of operation.
• Press [99] to end the audio session and terminate the call.

Troubleshooting

Make sure to attempt two calls before trying to troubleshoot further.

Module not making a phone call to the monitoring station

When testing with the monitoring station, it’s possible that heavy signal/call volume may occasionally prevent an operator from being able to answer the test call before it times out.

• Verify that the account’s service package includes Wireless Two-Way Voice.
• Verify Two-Way Voice is enabled in panel programming. 
• Verify the panel is connected to AC power. The module will not make a call if there is an AC power failure.
• Verify signal strength is at least 2 bars. 

Monitoring station or customer is unable to hear each other

If the monitoring station or customer is unable to hear each other and the monitoring station is receiving the Two-Way Voice signal, perform an Alarm.com Two-Way Voice Test Call. Performing a Two-Way Voice Test Call will verify if the panel's microphone and speaker are working properly and the Alarm.com module is capable of making the Two-Way Voice call. For more information, see How do I use the Two-Way Voice Test Call feature?.

Operator reports interference or static during calls

• Verify the panel is not right in front of any electrical wiring that exists behind the wall.