Complete Renewal of a Remote Monitoring System – Over 200,000 Endpoints Served

Deployability of Devices

In a modernization project of this scale, installation time and error rate are critical factors. To address this, the developed devices come with pre-defined configuration profiles.

Default settings may include, for example, the monitoring server address, heartbeat frequency, or error message handling.

Even so, installation errors cannot be entirely avoided. To resolve them, the central management system allows parameters to be modified remotely, even in bulk. This way, settings such as client IDs, heartbeat intervals, or the number of mobile app users can be adjusted – without the need for on-site intervention.

Stability and Load Handling

The real challenge arises when 50,000–100,000 devices need to be managed simultaneously, which made the system’s architecture a key factor:

• The management system provides immediate feedback to incoming packets, ensuring consistently low response times on the device side.
• Database operations are executed in parallel background processing queues, preventing communication bottlenecks under high load.
• The system is horizontally scalable, meaning when one server reaches capacity, a new one can be added. Newly installed devices then automatically connect to the new server, enabling virtually unlimited expansion.

Intelligent Functions and Advanced Protocol

Beyond the standard SIA protocol, the devices employ an extended communication protocol that enables:

• remote device programming,
• secure firmware updates,
• transmission of additional diagnostic data (supply voltage, GSM signal strength, SIM ID).

The system supports not only FOTA (Firmware Over-The-Air) updates of the devices themselves but also remote updates of the built-in 4G modem firmware.

This ensures long-term stability and adaptability to carrier network changes – without the need for on-site servicing.

Hardware Versatility and Integration

TELL devices are not optimized for a single use case but allow for broad integration options:

• Connectivity: 4G/2G and Ethernet event forwarding
• SIA DC-09 support
• 6 configurable NO/NC inputs
• 1 NO/NC/COM relay output controllable from the mobile app
• Transparent serial mode for remote programming of connected alarm panels
• RS232 and 5V TTL level support
• USB-C port, Nano SIM slot
• Support for dry contact signals and TIP-RING communication
• Direct event reporting to the fiREG electronic fire safety log, ensuring auditability and regulatory compliance

Dispatcher Process Continuity

A key consideration during the technology renewal was that the monitoring provider’s dispatch software should remain unchanged. Thus, the entire backend system and device fleet could be modernized without dispatchers having to adapt to new software or interfaces. A dedicated interface was developed to transfer data recorded by the management system directly to the existing dispatch application.

Customer Experience and Transparency

The new system not only ensures long-term operational stability but also enhances the customer experience.

Through the dedicated mobile application, clients can track alarm events. Transparency is reinforced by measurable and verifiable response times, significantly increasing customer trust in the provider.

The app also enables remote arming and disarming of older alarm panels, meaning even end-users whose systems lack modern network interfaces can enjoy the convenience and security of remote access – without requiring a full panel replacement.

System Components

The project included the development of a customized receiving system and multiple types of transmission devices. The most widely deployed among them is the ecoLINE PRO DIN rail – ETH.4G.IN6.R1, which offers easy installation, 4G/Ethernet communication, and DIN-rail mounting.