User Guide
®
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Please ensure that you test the equipment regularly, by making test-calls through to
your responders.
FirstCall Medical Alarms can be connected to the National Broadband Network (NBN)
UNI-V connection.
Tell anyone who contacts you about the NBN that you have a FirstCall Medical Alarm
and that you require a battery back-up power supply. For more information see the
FirstCall website at: www.firstcallmedicalalarms.com.au
If this equipment does not make a call to the Monitoring Service when activated,
or if help does not arrive as expected, use another method to get help.
Table of Contents
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Introduction 3
Life Support Policy 4
Choosing Your Responders 5
Installing FirstCall 6
Testing FirstCall 11
Operation
Pendant and Watch Triggers 13
Making an Emergency call 14
How to Cancel an alarm 15
Answering a Phone Call with the Pendant/Watch 15
Voice warning messages 16
The Lights 17
Warning Lights 18-20
Mode-3 telephone Connection 21
ADSL Filters 21
Questions & Answers 22-24
Notices 25-26
Warranty 27
Connecting Through a PABX 28
Additional Equipment 29
…for choosing FirstCall. We believe this equipment will help you to live independently in the safety
and security of your own home.
FirstCall consists of a Pendant/Watch and an Alarm Unit which is connected to the telephone line and
a power point. When the HELP button on the pendant/watch or the Alarm Unit is pressed, the Alarm
Unit will call your family and friends and automatically play them a voice message requesting help.
Your family and friends will know who you are and that you need help, and they may also speak to
you through the loudspeaker in the Alarm Unit. It is not essential for them to speak to you, but if they
can they can find out the nature of the problem and reassure you that help is on the way.
This equipment is designed and manufactured in Australia by VC International Pty. Ltd. (VCi), a design
and manufacturing company which benefits from over 30 years experience.
FirstCall should give many years of trouble free service, however, there are things you need to know
about the operation, testing and potential limitations of the equipment.
Please read this manual carefully, including the Notices section.
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The FirstCall Alarm System enables caregivers to provide an effective response system. However, the
Alarm System is not a life saving device and cannot provide a guaranteed level of performance beyond
what can be expected from technology of this kind.
The manufacturers of the Alarm System design equipment and systems of high performance and
reliability. The Alarm System employs extensive self-testing and error checking techniques that
minimise the risk of false or missed calls. While the equipment is inherently reliable, it can only
perform it’s function when operated correctly. It is essential that the user develops operating
procedures which include regular system testing and consideration of other forms of communication
to call for assistance in the unlikely event that a malfunction occurs.
To ensure that the system performs as designed, it must be installed, operated, maintained, and regu-
larly tested in accordance with the information contained in this Guide and other supporting documentation.
The user has the sole responsibility for maintaining and testing of the alarm.
Use of the FirstCall Alarm is acknowledgement that you understand and agree to these conditions. If
you do not agree to these conditions please return the alarm equipment to FirstCall Medical Alarms at
the address shown at the back of this manual, within 30 days of equipment purchase, for a refund of
all money paid less delivery charges.
Life Support Policy
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You can choose who takes your calls depending on your needs.
Your calls for assistance can go directly to your family and friends, thus avoiding any on-going fees.
FirstCall can also be configured to send all your calls to a professional 24-hour alarm monitoring service. We can arrange this service for you either at the time of purchase or at any time after. Several
days notice is required for changing from family and friends to the 24-hour monitoring Option.
If you choose to have your family and friends take your calls, you should have at least three people
who are willing and able to take those calls, 24-hours a day, every day of the year. You need to choose
those people very carefully.
Your Responders should have some way of gaining access to your property. FirstCall can supply a com-
bination lock and key holder for that purpose which can be attached to a secure fixing point in your
property.
Using family and friends to take calls for assistance is not suitable for everyone, so if you do not have
at least three people who are in constant land-line or mobile phone contact, or your health condition
warrants it, you should consider using a professional 24-hour Monitoring Service instead.
Additional information about the 24/7 Monitoring Service is available from FirstCall.
Choosing Your Responders
The following steps describe how to install and test your FirstCall.
You should have:
● One Alarm Unit
● One pendant/watch
● One telephone line adaptor
connected to the telephone lead*
* supplied connected to the Alarm Unit.
The Alarm Unit should be located next to a power point and a telephone socket, and if possible close
to where you spend a lot of time. A living area or bedroom is always a good choice.
Find a Good Location for the Alarm Unit
Unpack the Alarm
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How to Install Your FirstCall
Before installing FirstCall, please
see the sections ‘ADSL filters’ and
‘Mode-3 connections’ in this manual.
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Plug into the Power
Plug in the power transformer and turn on the power-point. Check the
green light on the power transformer comes on.
If the green light does not come on please check the power point is working by plugging in another appliance or a light.
Double adaptors and power boards should be avoided as they can be
unreliable. Extension cords can be used but position them carefully so
they do not become a trip hazard.
Plug-in the Telephone Connection
The Alarm Unit can be plugged into new-style or old-style telephone sock-
ets. The following pages describe how to connect the Alarm Unit to new
and old style telephone wall sockets, and how to then re-connect your
telephone.
New style RJ-11
telephone socket
Old style 610
telephone socket
Green Light
Connect the Alarm Unit
to the telephone line socket
with the supplied telephone lead
Connect the phone
to this socket only
If your home has a new style telephone socket
Refer to the diagram above.
Remove the telephone adaptor plug and plug the alarms telephone lead into the new-style wall socket.
Plug the other end of the telephone lead into the socket on the rear of the Alarm Unit as shown. The
telephone lead is usually supplied already be connected to the alarm.
Plug your house telephone into the socket on the rear of the Alarm Unit as shown. This socket may be
masked-off with a plastic cover which must be removed.
Pick-up your telephone handset and check for dial-tone. If you cannot hear dial-tone recheck all the
connections.
Continued….
New style phone socket
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Old-style
wall socket
Telephone lead
to house telephone
Adapter plug
If your home has an old-style phone socket
Remove the house telephones lead from the wall socket
and plug-in the large adaptor plug.
Plug the house telephone lead into the rear of the adaptor
plug as shown in the diagram.
Pick-up your telephone handset and check for dial-tone.
If you cannot hear dial tone recheck all the connections.
Unwrap the Radio Antenna
The loose wire from the rear of the Alarm Unit is the radio antenna.
Stretch it out to it’s full length and let it hang out behind the Alarm Unit.
Telephone lead
to Alarm Unit
Continued….
Switch On the Alarm Unit
Power switch
(Down is on)
Switch-on the power on the rear of the Alarm Unit and check the
lights flash on the front panel.
If the lights do not flash, or if a light remains flashing yellow or red,
check the transformer is fully pushed into the power-point and the
power point is switched on.
The blue light may remain flashing for up to one minute. If after one
minute the blue light is still flashing check the telephone lead connections. If you have fixed the problem, the blue light will stop flashing within one minute.
Important: Test FirstCall through to your responders after installation or relocation,
or if the leads have been changed.
Blue light
Red light
Multi-colour
Flashing light
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Yellow light
The yellow light will remain on until you operate the pendant or
watch for the first time.
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Testing FirstCall
It’s important to tell your responders you are about to test your FirstCall, otherwise they may think you need help. It’s a good idea to have your responders
present when FirstCall is tested for the first time, so they can see how it works
too.
Make sure your responders have received the information sheet- Advice for First-
Call Responders.
If you have elected to have your calls answered by a 24-hour Monitoring Service,
telephone the Monitoring Service now and follow their directions.
Let Your Responders Know You’re Testing
To check the range of the pendant/watch, have one person standing by the
Alarm Unit ready to push the cancel button, while a second person operates
the pendant/watch from various locations around the home and garden.
Each time the alarm sounds push the cancel button to stop the alarm.
To give a margin of safety, do not rely on more than half the actual range
found during this test.
Check the Range of the Pendant or Watch
FirstCall comes pre-programmed with the Responder’s telephone numbers previously supplied to us,
and your personal voice message.
Press the pendant/watch for a few seconds to activate the FirstCall. This time do not press the Cancel
button. FirstCall will now make calls to your responders.
When your Responders answer they will hear the voice message, and they may also be able to speak
to you over the loudspeaker in the Alarm Unit.
Please do not pick up the telephone. FirstCall will continue to make calls until one or two calls (depending on your instructions) have been answered and correctly acknowledged.
You have now successfully installed and tested your FirstCall.
Please wear your pendant/watch whenever you are at home or in your
garden.
Please test your FirstCall alarm regularly. We recommend testing about
every two weeks.
Making a Call to Your Responders
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Pendant and Watch Triggers
When pressed, the pendant/watch activates the FirstCall alarm.
The red light shows that the pendant/watch button has been
activated and a signal is being sent to the FirstCall alarm unit.
The pendant/watch will normally work from around the home and
garden. Please see the information regarding the pendant/watch
range in the Notices Section.
The pendant/watch is waterproof to International Environmental
Protection Standard IP-67, but if you wear it in the bath or shower
please be certain to very regularly check its operation. Please do
not leave the pendant/watch in the soap holder.
The internal battery should last for many years.
If the internal battery is getting low, the yellow light on the front of
the Alarm Unit will flash, (see the section The lights on the Alarm
Unit). Contact FirstCall for a replacement pendant.
Note: Watch triggers should be used with caution as an event
which incapacitates a users other hand will make it impossible to
activate activate the watch. A pendant can be activated by both
hands.
To make an emergency call, press the pendant/watch or the HELP
button on the Alarm Unit.
Press the red button firmly for a few seconds and you will hear the
alarm sound from the FirstCall loudspeaker, and a red light will
come on.
After about 10 seconds the Alarm Unit will start to call your re-
sponders. You will hear FirstCall calling to your first responder, and
then you will hear the emergency voice message. After a short time
you may be able to speak with your Responder over FirstCall’s loudspeaker.
Remember it is not necessary for your Responder to speak with you.
They will hear the voice message, so they will know that you need
help.
The Alarm Unit will continue to call your Responders until the calls*
have been answered and correctly acknowledged. The Alarm Unit
will then automatically reset, ready to use again.
* FirstCall can be set to require either one or two calls to be
answered and acknowledged.
Making an Emergency Call
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How to Cancel the Alarm
Press the Cancel button to stop FirstCall making calls. However a call can only be cancelled while the alarm is sounding, and only before FirstCall starts
to dial the first number.
You can answer a telephone call using the pendant/watch, and hold a ‘hands-free’ telephone
conversation through the loudspeaker in the FirstCall alarm.
To answer a call, press the pendant/watch while the telephone is ringing. You can pick-up the
telephone handset at any time during a ‘hands-free’ call to change from ‘hands-free’ to a ‘private’
telephone handset call.
To hang-up the call, press the pendant/watch again, or pick-up and replace the telephone handset.
Note: If you need to use your alarm during a hands-free telephone call you will need to press the
pendant twice, with each press at least 4 seconds apart.
Answering a Phone Call with the Pendant/Watch
(This function can be confusing and is not suitable for everyone)
Voice Warning Messages
The FirstCall alarm will play voice messages from its loudspeaker if
the mains power has been disconnected for more than 4 Hours.
Firstcall will also notify your responders if the mains power remains
disconnected for more than about 6 hours.
“The power is disconnected…. please check the power”
“The Firstcall does not have a working telephone line”
FirstCall also plays warning messages if the telephone line is disconnected.
Firstcall cannot make a call if the telephone line is faulty, so responders will not
be notified about telephone line faults.
Warning messages are repeated every 4 hours but, to avoid inconvenience, are not made late at night.
How to Cancel Voice Warning Messages
To stop voice warning messages press the yellow OK button.
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OK
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The Lights
The Red Call Activated Light
The Flashing Power Status Light
The Blue Telephone Line Light
The Blinking Yellow Pendant Battery Light
The lights on the front of the FirstCall alarm show the operational status of the equipment, and if a
problem has been detected.
The following pages describe what the warning lights mean, and suggest a few things to try to solve a
problem.
There are some faults which FirstCall cannot detect.
The lights are not a substitute for regular testing.
Warning lights
The Flashing Power Status Light
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This light checks the power to the FirstCall Alarm Unit
Flashing Green
OK - Everything is normal
Flashing Yellow
Problem - The mains power is switched OFF or is disconnected.
Flashing Red
OR
No Flashing
Light
Check - FirstCall is switched on at the small recessed switch on the rear panel. Also
check items 1 and 2 above. If the Power Status Light is still not flashing green call
FirstCall for assistance.
Check -
1. The power transformer is pressed hard into the power point and the power
is switched ON.
2. The green light on the FirstCall power transformer is on. If the green light is not lit
the problem may be with the power point or the house power. Use another appliance to check the power point.
Problem - The equipment is not working !
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Warning Lights, continued…
The Blue Telephone Line Light
This light checks the status of the telephone line
No Blue Light
OK - Everything is normal
Steady Blue
Light
OK - A Mode-3 connected telephone is off-the-hook or in-use.
Flashing Blue
Light
Problem - The telephone line is disconnected and FirstCall cannot make a call.
Check -
1. That all telephone plugs are fully pressed into their sockets.
2. Check for dial-tone on the telephone. If you DO NOT hear dial tone, unplug the
Alarm Unit from the telephone wall socket and plug the house telephone directly
into the telephone wall socket, i.e. how it was prior to installing the alarm. If you
now DO hear dial-tone, the fault may be with the Alarm Unit. Contact FirstCall for
assistance. Your telephone company may charge a call-out fee if they are called
and no fault is found with the telephone line.
Warning Lights, continued…
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The Yellow Pendant/Watch Light
The battery in the pendant or watch should last for many years, however if the
pendant or watch has been operated with a low battery the Yellow Light will
blink once every 5 seconds.
The pendant/watch battery is tested each time you test or use your alarm - you
must operate the pendant/watch for the battery to be tested.
If this light blinks contact FirstCall for a replacement pendant. The light will continue to blink until a new pendant/watch with a fresh battery is operated with
the alarm.
No Yellow Light
All OK
Blinking Yellow
Light
Problem - The pendant/watch battery is getting low
Note: The yellow light will remain on until you operate
the pendant or watch for the first time. If the power
fails and the battery runs flat, the yellow light will come
on again when power is restored until the pendant or
watch has been tested again..
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ADSL Filters
If you have the internet connected you may have an ADSL service. If you have ADSL you will need to
connect an ADSL filter to stop the ADSL signal from interfering with the FirstCall alarm.
A Mode-3 telephone connection is a way of wiring a telephone line so FirstCall will still work if any ex-
tension telephones are left off-the-hook. If you have more than one telephone, or any other telephone
equipment such as a dial-up modem or a FAX, we recommend that the telephone line is wired in
Mode-3. Contact your telephone company for more information. Your telephone company will charge
for this work.
Note: A Mode-3 connection is not required if only ‘cordless’ phones are used, and if the base station is
connected to the rear of the Alarm Unit or to the FirstCall telephone adaptor plug.
The filter will remove the ADSL signal from
the FirstCall and any telephones connected
to the rear of FirstCall or the Adaptor plug.
Important: If an ADSL filter is not installed when required, the alarm may not work.
Important: If you do not have a Mode-3 connection the alarm will not work if any extension tele-
phones, or any other equipment such as FAX machines or dial-up modems, are off-hook or in-use.
Mode-3 Telephone Connection
Connect ADSL filter
in the Alarm Unit
telephone cord
To telephone
wall socket
The filter will also remove
the ADSL from any telephone sockets that have
been wired in Mode-3.
Questions and Answers
Q Should FirstCall be tested?
A Yes. You should test FirstCall regularly.
Q Can FirstCall be installed with more than one telephone?
A Yes, but see the important information in the section ‘Mode-3 Telephone Connection’.
Q What happens if the power fails, or during a black-out?
A The alarm unit will run for up to 70 hours on its internal battery. If the NBN is connected, a battery
back-up power supply must be provided for all NBN customer equipment. Even then, the NBN will
only work for a few hours during a power failure.
Q What if I set my alarm off by accident?
A FirstCall can be cancelled while the alarm is sounding by pressing the CANCEL button on the Alarm
Unit.
Q I am changing my telephone company. Will this affect the Alarm?
A Not normally. If you are keeping your existing telephone line it should not affect the alarm.
Q What distance will the pendant/watch operate over?
A In most situations, anywhere around the home and in the garden. The pendant/watch range
will vary depending on the type of construction of the building and other environmental factors.
The range should be tested as described in the Testing section.
Also see the ‘Notices’ section in this manual.
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Q Can I use FirstCall in an electrical storm?
A Yes, unlike your telephone, there is no danger in using the pendant/watch to call for help during
an electrical storm. However, avoid touching the wires or the FirstCall Alarm Unit. Only use the
pendant/watch. After a severe storm it is always a good idea to test the telephone for dial-tone
and also test the alarm. See ‘Testing’ in this manual.
Q What happens if the telephone line is disconnected?
A FirstCall cannot work without a working telephone line. The blue light will flash if the telephone
line is cut and will extinguish after it is re-connected. There are other telephone line faults which
cannot be detected. See the ‘Notices’ section in this manual.
Q Will the pendant/watch battery ever need replacing?
A Not normally. The battery is designed to last for many years, even if the pendant/watch is used
every day. The battery is automatically tested every time the pendant/watch is pressed. If the red
“Call Activated” light on the front of the FirstCall is flashing, the pendant/watch battery is getting
low and you need a new pendant/watch. See section - The Lights on the FirstCall Unit.
Contact FirstCall for a new pendant or watch.
Q What should I do with the pendant or watch when I’m in the bath or shower?
A The pendant and watch are designed to be waterproof to International Environmental Protection
Standard IP-67, so they can be taken into the shower or bath. However, make sure you test the
pendant/watch very regularly and do not leave the pendant/watch in the soap holder.
Questions and answers continued ….
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Questions and answers continued ….
Q Will the alarm still work with the internet (also known as ADSL, DSL or broadband) connected
to my telephone line?
A Yes, but if you have an ADSL service, you must have an ADSL filter connected in the telephone
lead to the FirstCall alarm. See the section on ‘ADSL filters’.
Q My telephone service is going to be changed to a wireless, cable, or Internet service. Will this
affect my FirstCall?
A It may. Call FirstCall for assistance.
Q The NBN is being installed in my area. Will this affect my medical alarm?
A The FirstCall Medical Alarm has been tested and works correctly when connected to the NBN
service through via the UNI-V (Voice ports) or via an ATA connected to the UNI-D (Data ports).
An NBN battery back-up power supply must be installed, and even then the NBN will only work
for a few hours during a power failure.
Tell everyone installing your NBN service that you have a FirstCall medical Alarm. Please see
www.firstcallmedicalalarms.com.au for the latest information about the NBN.
Q How do I clean the equipment?
A Use a mild detergent on a damp cloth. Do not use harsh detergents or chemicals,
or too much soap or water.
Notices
Telephone Network Performance
This equipment makes telephone calls in order to summon help. If unsuccessful, the equipment will
continue making calls to the maximum number of call attempts allowed by Government telecommunication regulation. Although modern telephone networks are very reliable, there are times when, due
to network congestion, fault conditions or other causes beyond our control, the telephone calls may
not be successful.
Portable (cordless) Phones
Some portable phones (DECT) may interfere with the Alarm Unit and may reduce the range of the
pendant/watch. The base unit for DECT cordless portable phones should be placed at least 300 mm
away from the FirstCall Unit and the range of the pendant/watch should be determined after installing
the portable phone system.
Extension Telephones or Other Telephone Equipment
If there are other pieces of equipment on the telephone line such as extension phones, fax machines,
modems, answering machines, or any other device, the telephone line should be wired in Mode-3. If
the telephone line is not wired in Mode-3, an emergency call will not be made if any other telephone
equipment is left off-hook, or is in use. We advise the telephone line is wired in Mode-3 by a suitably
qualified person. The equipment will also work in Mode-5.
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FirstCall, Gemini, Companion, The Caretaker, CarePhone, Life Alert, Life Assist, Safeguard, Xtracare
from Safeguard, and Viconic are registered trademarks.
Trade Marks
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Notices continued….
Range of Trigger Devices
In most cases the pendant/watch will operate around an average size home and garden, however radio range can vary greatly depending on environmental and other factors. It is very important that the
radio range be determined at the time of installation by testing the pendant/watch as described in this
manual. To provide a margin of safety, do not rely on more than half of the radio range found during
that test.
Moisture
The Alarm Unit is resistant to accidental spillage on its top surface only. The pendant and watch is de-
signed to be waterproof to International Environmental Protection Standard IP-67. Do not put the
pendant/watch into a washing machine or leave immersed for long periods. Do not leave the
pendant/watch in damp locations for long periods. Do not leave the pendant/watch in a soap holder.
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The manufacturer of the FirstCall equipment, VC International Pty Ltd (VCI), guarantees the product to
be free from defects in materials and/or faulty workmanship for a period of 12 months, subject to the
following conditions.
The warranty is effective from the date of original purchase from FirstCall Connect Pty Ltd (FirstCall).
No obligation will exist under this warranty if the customer cannot provide proof and date of original
purchase. A record of payment is sufficient.
VCI will perform repairs or effect replacement, at their option, with no cost to the purchaser other
than shipping charges to and from the service facility.
This warranty does not cover claims for normal wear and tear, improper use or neglect, electrical
transient damage or fusion, battery replacement, acts of God, or when the equipment has been
subjected to unauthorised alterations.
There are no other warranties expressed or implied, including but not limited to the implied
warranties of merchantability and fitness for a particular purpose, that apply to this product following
the period of the express warranty provided by VCI.
FirstCall and/or VCI shall not be liable for any special indirect incidental or consequential damages
including but not limited to personal injury or death arising from any defect of the goods supplied.
Warranty Information
Note: FirstCall cannot be connected to a DIGITAL PABX system
Connecting Through a PABX
To set FirstCall to work through a PABX, locate the small switches on the bottom of the Alarm Unit and
set the PABX switch, as shown below.
The PABX access digit dialled is 0. Other access digits can be programmed on request.
PABX Access Switch
To dial through a PABX
set Switch 2 to ON.
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Additional Equipment
Watch
Pendant
Wall Mounted Call Button
ADSL Filter
Touch Pad or blow switch
Wireless Terminal
FirstCall also supplies call-buttons for special needs. Call us on 1300 40 80 80
VC International Pty Ltd
Unit 26, 34-36 Abel Street
PENRITH NSW 2750
www.vcint.com.au
Caution
For safety reasons, only connect approved tele-
phone equipment to the rear terminal.
No user serviceable parts are inside.
Do not attempt to open the equipment. Do not cut
any wires connecting the equipment.
Warning
This equipment has been tested to show compliance with the
relevant regulations, which are designed to provide reasonable
protection against electromagnetic interference. If this equip-
ment causes interference due to localized environmental condi-
tions, the user shall, at their own expense be required to take
appropriate measures to correct the interference.
Regulatory Notices:
The FirstCall Medical Alarm is Designed and Manufactured in Australia by:
Disclaimer
FirstCall Connect Pty Ltd has exercised its best efforts in relation to the information in this manual. However, no warranty of reliability or accuracy is given and VCi shall not be responsible for any error or omission (whether negligent or
otherwise). This information may change without notice.
TELEPERMIT
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Given Name
Phone Number
Please include STD code
1
( )
2
( )
3
( )
4
( )
5
( )
For convenience, you can write the phone numbers of your responders in the table below.
Your Responders
FirstCall User Guide Rev 3.0
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