Modern intercom systems for business can be integrated with other security solutions to boost the end user’s security and operations. Installing an intercom system for business, meanwhile, requires various considerations. This article takes a closer look.

Source: William Pao, asmag.com

Intercom systems for business allow visitors to communicate with their host and gain entry once they are approved. That said, intercoms are an integral part of security at business organizations and can be beneficial for a range of end user entities.

“All business types can benefit from an intercom system, whether large or small, because they face many of the same challenges. Communication is always important, and intercoms help to reduce liabilities when it comes to staff safety by monitoring customer interactions and keeping a record of traffic into and out of a location. Large businesses, schools, healthcare facilities, and other entities also integrate their intercom solutions with mass notification systems, lock down procedures, or to communicate with occupants in the event of a weather emergency,” said John Hemp, Director of Sales for Mid Atlantic & New England at Aiphone.

“Rather than directing all calls to the reception, a visitor intercom can be set to intercom the relevant departments. This cuts down on hunting down different people or having the receptionist vet on behalf of the entire company. A delivery or guest looking for the HR department can directly communicate with HR and inform them. In addition, IP intercom that uses mobile phone apps ensures that the visitor is always attended to even if the party is not in the office,” said Ler Wee Meng, MD of Securevision. “Therefore, any company that has a door access system in place would benefit from an intercom – large companies with multiple departments or SMEs with just two people. The key is to communicate with visitors and grant access.”

Integrative features

More and more, modern intercom systems for business can integrate with other security solutions such as video surveillance and access control. This has major benefits for the end use entity.

“For example, they can integrate with video surveillance systems, automatically displaying the video feed of the calling location on the control center’s video wall when an IP intercom terminal calls, aiding security personnel in understanding the situation,” said Zhou Liang, CTO of SPON Communications.

“Integrating intercom systems into other security systems can help improve overall security, and operations. For example, if an intercom is integrated into an access control system, an organization can communicate with and grant visitors access to the facility more easily and efficiently. When integrated with video, organizations can gain visual intelligence, for example, confirming that the person visiting really is there to deliver a package,” said Alex Kazerani, CVP for Cloud Video Security and Access Control at Motorola Solutions.

Kazerani cites his company’s own examples. “The cloud-native Avigilon Alta offers the Video Intercom Reader Pro, which is an all-in-one device with integrated intercom, video, and an access control reader. This combines all of your front door security devices into one, with a 5MP built-in camera, AI-powered call routing technology with two-way audio, and reliable touchless access for credentialed users,” he said. “This creates frictionless, yet secure, access for both visitors and users alike. Visitors can simply say the name of who they’re visiting or ask to speak to a reception. Calls are routed to the appropriate people, who can view live video, speak live with visitors, and easily grant them access using a mobile app or via the Avigilon Alta Control Center.”

Installation tips

Installation of an intercom system for business requires considerations from multiple fronts. These include the location of installation and the angle at which the system should be installed, among others.

“The installation locations for IP intercom systems in businesses include parking lot entrances/exits, garages, perimeter areas of campuses, building hallways/public areas, office entrances/exits, and stairwell entrances/exits. During installation, the bottom of IP intercom terminals should be 1.5 meters above the ground to ensure clear capture and transmission of voice and facial images during intercom,” Zhou said. “IP intercom terminals typically require minimal maintenance as the control center can display real-time online/offline/task status. Remote monitoring of the audio and video feed from front-end IP intercom terminals is possible.”

Video quality, meanwhile, is also important.

“Video quality should be considered at various times during the day when the sunlight will be in different positions. Users should also look at the entire field of view and not just the center area where the guest will be. The edges of the view should be clear or a region should be privacy-masked if cameras are pointed at sensitive areas,” Kazerani said. “Most of the maintenance needs will be due to the intercom being accessible to the general public. It will have the expected amount of wear and tear and it may need to be in a ruggedized enclosure if in a high-traffic area. Also, the video feed should be monitored to ensure that nothing is obscuring the camera lens like dirt or oils from people’s fingers.”

There are other points to consider as well. “IP door phones are often rated for outdoor use. And in many cases, the door phones can be installed with rain covers. Vandal-proof rating may not be necessary unless the business is located in a place where there is a threat of vandalism,” Ler said.

Finally, communication with customer is important.

“I would recommend talking with the customer about their normal business practices and communication habits when selecting and installing an intercom solution. The goal is to enhance their communication abilities without adding complexity. Collaborating with IT departments when installing an IP solution is necessary – especially when a system will live on the IT network,” Hemp said.

He added: “Another piece of advice is to plan out wire runs ahead of time and make sure it is physically possible to place devices where the customer wants them. It’s important to test out accessibility, wire paths, and wall or desk placement. Communication with the customer is key and solutions need to work within their existing parameters of doing business. We don’t want to install a solution that’s going to slow them down or make things inconvenient. If the system is not easy to use the customer will stop using it in the long run and ultimately forfeit the security benefits of installing an intercom system.”

Security has evolved with the pandemic. Video surveillance, for example, now has fever detection, mask detection and social distancing functions. Access control, meanwhile, now allows contact tracing if an infected individual has visited an end user entity.

In a similar vein, intercoms are also seeing new innovations in the wake of the pandemic. “Covid has unquestionably led to increased demand for intelligent access control solutions, including smart intercoms, because architects, planners and property managers are looking for ways to help occupiers maintain physical distancing and hygiene practices. The value of technology to manage access to buildings or floor levels for colleagues, invited guests and deliveries is becoming more widely recognized now,” said Tomas Vystavel, CPO of 2N.

That said, below we take a look at some of the new trends in intercoms that suit end user needs during and post-pandemic.

1. They are going contactless: Intercoms, like other security devices, are increasingly going contactless amid the pandemic. “In multi-tenant commercial buildings and residential spaces, there are major concerns of potential hotspots developing and spreading illness throughout the facility. This has prompted a migration to more touchless devices and sensors to help control resident and visitor traffic,” said Brad Kamcheff, Marketing Manager of Aiphone. “By installing an intercom equipped with a sensor, an individual can request access by simply gesturing in front of the device to initiate communication with the person inside. For a truly touchless experience, an electric hinge integrated into the door system eliminates the need to touch a door handle.”

2.They enable occupancy management: Limiting the number of people who can occupy an end user entity has become quite common amid the pandemic. Already, many security devices have occupancy management functions. Now intercoms can play a role in this regard, too.

“Video intercoms can be used to manage the number of people gathering in one space. For example, in an educational setting, it’s critical for campus staff to see how many people are requesting access at the door – as well as who is at the door. If a person is requesting access into a science laboratory where only limited occupancy is allowed, a video intercom provides a safe way to confirm there are not too many people entering at once,” Kamcheff said.

He added: “Through a video intercom, staff will be able to determine how many visitors might be accompanying a student requesting dormitory access, for example. Or a visitor to a medical center can be appropriately screened. For communal areas where employees and visitors might gather, such as lobbies, gyms and other recreational facilities, additional social distancing and occupancy management might be necessary—enabling staff to further leverage the capabilities of an IP intercom system.”

3. There is increased demand for audio intercoms between glass germ barriers: This is because people need the ability to be face-to-face on either side of the glass and properly hear each other. “Such barriers used to be fairly exclusive to ticket taking windows, but now we’re seeing glass germ barriers being installed in doctor’s offices, coffee houses, ski resorts and anywhere people need to be able to communicate safely through a barrier, without reducing the effectiveness of the barrier itself,” Kamcheff said.

Catering to users’ needs

There has also been a trend where intercoms are more and more designed to the specific needs of certain users. “Driving this change is a greater sensitivity and awareness that all systems are not the same and they do need to be tailored for individual customer needs. As such, we’re seeing architects and engineers request new solutions and technologies. This includes technologies, such as video intercoms that integrate with T-Coil features for the Deaf and hearing impaired. Additionally, a two-way video solution for those who use American Sign Language (ASL) to communicate and request access, as well as updating stations to comply with the Americans with Disabilities Act (ADA),” Kamcheff said.
Installation tips
Features aside, quality installation of intercoms isi also necessary to guarantee a good user experience. That said, there are certain things systems integrators should know when installing intercoms. According to Vystavel, SIs should focus on security, flexibility and convenience.

“On security, system integrators should look for excellent security standards, not just a good user experience. We have our own 2N operating system to provide users with the highest levels of security and personal data protection. By flexibility, I mean integration options, for example with VMS or home automation. We are seeing growing customer demand for this,” Vystavel said.

“And on convenience, integrators obviously favour solutions which make their life easier. 2N, for example, has introduced services to facilitate the easy integration and administration of our devices via the internet. We have also introduced a project configuration tool, 2N Project Designer, which is a step-by-step guide for our partners to help them put together a complete door communication and access control solution very simply. This can save significant amounts of their time when planning both commercial and residential projects,” Vystavel added.

Also, the SI should also keep the future in mind. “Working with the end user to determine their possible expansion needs gives them the ability to recommend a system with room to grow. We often see intercom systems installed from the beginning at full capacity, then after a few months, we receive a request for additional locations. This is frustrating for both the end user, who has a new system that’s no longer meeting needs, and the integrator who wants to serve their customer but can’t. When implementing an intercom, an integrator should fully understand the system capabilities and limitations so they don’t run into any issues that can be avoided,” Kamcheff said.

Intercoms are important devices that control access to buildings. Overtime, they have evolved into advanced devices that meet end users’ various needs. This note identifies some of the latest trends in intercoms.

Intercoms are an important part of a building’s security. They may be overlooked compared to video surveillance and access control, yet they are no less important. In fact, according to Grand View Research, the global video intercom devices market size was valued at US$17.82 billion in 2018 and is anticipated to expand at a compound annual growth rate of 12.8 percent from 2019 to 2025.

More and more, intercom solutions have evolved into more than just mere indoor and outdoor stations where the visitor initiates a call and the resident presses a button to let them in. Remote management and integration with other systems are now possible, thanks in large part to intercoms’ migration to IP. Below we identify some of the latest trends in intercoms.

Video-based

Video intercoms have become more prevalent compared to their audio counterparts. “Video-based intercoms are the future. With IP, you have features like HD, incredible audio quality and a huge range of integration options. HD video intercoms are already being widely used in both residential and commercial property,” said Tomas Vystavel, CPO of 2N.
Yet, that is not to say audio intercoms have become obsolete. In fact, there is still a significant segment of the market that uses audio intercoms. It all depends on the application for which the intercom is used. “Audio-based intercoms are high in demand in places where communication and announcements are critical. For example, in the educational space where classroom communication and general announcements are vital to a school functioning, or in hospitals where nurses and patients must be able to communicate,” said Brad Kamcheff, Marketing Manager of Aiphone.

Control from anywhere

Control from anywhere has become a major trend in intercom solutions. “Control from anywhere – enterprise solutions are getting popular where servers (control systems) are placed in locations with redundancy. Cloud based intercom systems will be the future,” said Arya Varma, MD of TKH Security & Airport Solutions Asia.
“Remote access and monitoring are without a doubt the biggest trends from the past few years, as it allows constant eyes on a facility. These abilities are especially in demand when it comes to federal or government buildings where entire divisions might be offsite, due to the pandemic,” Kamcheff said. “For example, if a visitor accesses the building and uses an intercom to call the office, it is immediately rerouted to the individual working remotely with no lapse in communication. This seamless connectivity directly improves the visitor, or customer experience. This also gives the appearance the building is more occupied than it seems, therefore also acting as a crime deterrent.”

Mobile applications 

Closely related to control from anywhere is the use of mobile devices for control and management. “If you’re at work, for example, but you’re having food or packages delivered to your residence, you can remotely allow access to whomever needs it,” Kamcheff said. “Another benefit of mobile applications is they allow for easier turnover in multi-tenant or condo facilities. Facility management will only have to reset the software for the unit’s door station and remove, or give, access to those who require a change. There is no need to cancel key cards or worry about returns or copies.”

Intercoms in the post-pandemic era

Integration with other security systems such as video surveillance has also become more common. When integrated with video surveillance, for example, unauthorized or suspicious persons can be identified, and an alarm can be sent. “Already intercom integration with various access control and video management solution is a must for most of the projects. Integration with VMS for video analytics is already happening,” Varma said.

Wireless

Conventionally, IP intercoms are connected by Ethernet cables. This can be made wireless by Wi-Fi. Further, cellular technologies such as 4G and even 5G will also become more dominant. “More than wireless intercom, 4G- or 5G-based intercom communication will get popular when data transfer gets cheaper, locations are remote and connectivity by cable is challenge. This trend is not really visible now but will happened in future,” Varma said.

Disease control and prevention

Intercoms have also evolved to suit users’ pandemic needs. For example, they’ve become more contactless and can now play a role in occupancy management.

Verticals suited

Needless to say, intercoms are commonly seen in apartment and multi-tenant buildings. But they can benefit the commercial sector as well.

“Intercoms can be beneficial to nearly all commercial industries, including the educational, office and medical sectors,” Kamcheff said. “For example, a government building can utilize the remote monitoring capabilities of a video intercom to answer call requests from onsite visitors, while staff might be offsite. A hospital can deploy an intercom to improve patient/staff communication, and to eliminate excess room visits. For example, a nurse can use a video intercom to interact with a patient who might be sick with COVID-19 and answer questions they have without having to take unnecessary chances by entering a room. A school can use an intercom to communicate with students, guiding them through proper steps before entering a facility, such as a reminder to take a temperature or wear a face mask.”