EXPLANATION OF THE BEHAVIOR
With WIN-911 V7, users are receiving active unacknowledged alarms, but when they try to acknowledge the alarm WIN-911 will say, “no alarms to acknowledge at this time.” Similar message occurs when the user attempts to call into WIN-911 to acknowledge the alarm.
CAUSE OF THE PROBLEM
In WIN-911 V7 it is not recommended to configure everyone in the group with the same authorization and access code. TAPI does not know the difference between the name definitions in the group, causing users to be unable to acknowledge alarms.
To fix this problem, verify each user in the group is configured for a different access code and authorization code.
If you have a lot of users and do not want to go back and change the access and authorization code for each user, follow these steps. Create “Dummy User” to your callout group and change their authorization and access code to different numbers than the original group members. Use the access and authorization code of the “Dummy User” to acknowledge alarms.