Duress Button Configuration

Complete guide to setting up, configuring, and maintaining emergency safety devices in your facility.

Duress Button Overview

Duress buttons (also called panic buttons) are wireless emergency safety devices that allow staff to silently call for help in emergency situations. When pressed, they send an immediate alert to designated responders without making any sound that might escalate a dangerous situation.

Key Capabilities:

Silent emergency alert triggering
Wireless Bluetooth mesh connectivity via coaching screens
Battery powered (rechargeable Lithium Ion)
Instant SMS notification to facility contacts
Integration with security monitoring companies
Location identification
Part of Extended Access solution
Can be disarmed by pressing and holding button

Security Monitoring:

Duress alarms monitored by local security monitoring service in your region
Recurring subscription agreement between facility and security company
Connected via Extended Access solution in Performance Hub
Security company receives alerts automatically when alarm triggered
Facility contacts (from Business Profile) receive SMS alerts automatically

Critical Safety Device: Duress buttons are safety-critical devices. Regular testing with security company, battery maintenance, and staff training are essential for effective emergency response.

Adding a New Duress Button

Before You Begin

Network Requirements:

Bluetooth mesh network automatically activated when at least one coaching screen added to network
Only coaching screen NUCs function as Bluetooth mesh gateways (cameras do NOT work as gateways)
At least one coaching screen must be online and on the same network
Coverage area verified in button location
No physical obstructions blocking Bluetooth signal
Typical range: 30-50 feet from nearest coaching screen

Physical Requirements:

Button placement accessible to staff but not members
Within Bluetooth mesh range (typically 30-50 feet from gateway)
Away from metal objects that block signals
Secure mounting or placement
Not in areas with extreme temperatures

Staff Training:

All staff trained on when to use duress button
Response procedures documented
Test procedures understood
False alarm prevention discussed

Installation Steps

Scan QR Code to Add Button:

QR Code Location: On the back of the physical device OR on the box it came in

Three Ways to Add:

Option A: Scan QR Code First (Fastest)
- Use phone camera to scan QR code on button or box
- Performance Hub "Add Duress Button" dialog opens automatically
- Serial number is pre-filled
Option B: Scan from Add Device Dialog
- Click "Add New Device +" in Device Management
- Select "Duress Button"
- Click "Scan QR Code With Camera"
- Point camera at QR code on device or box
- Serial number automatically filled in
Option C: Manual Entry
- Click "Add New Device +" in Device Management
- Select "Duress Button"
- Manually type serial number from device label
- Use if QR code is damaged or unavailable
Enter Button Details:
- Button location (specific area: "Front Desk", "Personal Training Office")
- Room or zone assignment
- Notes about button placement
- Click "Add"
Turn Device On:
- Locate the power button on the side of the device
- Press and hold the side button
- Device will flash green when turned on, then return to no color
- To turn off: Press and hold side button again - device will go red when turned off
- Keep device within 30-50 feet of a coaching screen
Verify Bluetooth Coverage:
- Check that at least one coaching screen is online
- Must be within range of coaching screen (typically 30-50 feet)
- Coaching screens function as Bluetooth mesh gateways
- Test signal strength at intended button location
Test Button Signal:
- Press the red alarm button once until device starts to beep and light flashes blue
- Device should be detected and show status 'Online' in Device Management
- May take up to 15 minutes for device to be fully detected
- Alert appears in Performance Hub
If signal not detected after 15 minutes:
- Restart coaching screen(s) to load configuration
- Wait 2-3 minutes after restart
- Press alarm button again to send signal
- Verify coaching screen is online and on same network
- Wait another 15 minutes and check again
Configure External Integrations:
- Navigate to Settings / Account > External Integrations in Performance Hub
- Go to Smart Technology section
- Alarm Integration Type: Select "TCP/IP CID Call"
- Provider: Select your regional provider (e.g., Back2Base for Australia)
- Alarm ID: Enter Alarm ID provided by security monitoring company
- Click Save Changes
Important: You MUST receive confirmation from security company that your customer record is complete and have the Alarm ID number before completing this step.

See External Integrations documentation for complete setup and security company onboarding process.
Physical Placement:
- Choose accessible location for staff
- Consider discrete placement to avoid member questions
- Secure button to prevent loss or theft
- Mount or place where staff can easily reach
- Ensure within 30-50 feet of coaching screen
Test Full Alert System with Security Company:
- Contact security monitoring company to schedule live test
- Ensure button shows 'Online' status and Alarm ID is configured
- Press button once to send test alert
- Verify facility contacts (from Business Profile > Owners & Staff) receive SMS alert automatically
- Verify security monitoring company receives alert
- Confirm location information is correct in alert
- To disarm: Press and hold the button to disarm the alarm
- Security company will confirm successful test
Key Contacts:
- Confirm 3 key contacts have been provided to security company
- Contacts from Business Profile > Owners & Staff section receive SMS alerts
- Update security company directly if contacts change (staff leave, role changes)
Install Security Signage:
- Print signage from Performance Hub > Marketing & Print
- CCTV sticker: Attach to gym front in clearly visible position ("CCTV Video Surveillance In Use")
- Panic Button sign: Attach A4 sign to wall next to each duress button location
- Signage available in Marketing & Print, Size A4 - can be printed on PVC board
Document Button Location:

Add to facility safety diagram
Include in staff training materials
Note button serial number and location
Update emergency response procedures
Keep device box with QR code (backup if device QR damaged)

Schedule Monthly Testing:

Test buttons monthly with security company (recommended: first Tuesday of each month)
Set up recurring calendar event
Contact security monitoring company directly to arrange ongoing testing
Document each test in maintenance log

Button Configuration Settings

Basic Settings

Button Name/Location

Use specific, clear location descriptions
Examples: "Reception Desk", "PT Office - North", "Locker Room Entrance"
Include proximity to other landmarks if helpful
Update name if button is moved

Room/Zone Assignment

Assign to specific facility area
Helps emergency responders locate incident
Used for alert routing to appropriate staff
Important for multi-level or large facilities

Button Status

Online (connected to Bluetooth mesh)
Battery level percentage
Last communication time
Signal strength indicator

Alert System

How Alerts Work:

When a duress button is pressed:

Facility contacts automatically receive SMS alerts
- All configured facility contacts receive immediate notification
- No configuration needed - automatic once external integrations set up
- SMS includes button location and time of activation
Third-party monitoring companies receive alerts
- If monitoring company integrated to Performance Hub
- Alert signal sent automatically
- Configured in External Integrations section
Alert information includes:
- Button location
- Time of activation
- Facility details

To Disarm Alarm:

Press and hold the button to disarm
Stops alert from continuing
Can be done immediately after accidental press

Alert Configuration:

Alerts are configured in External Integrations section
See External Integrations documentation for setup
Cannot be configured from Device Management

Battery Management

Battery Information:

Battery type: Rechargeable Lithium Ion (built-in)
Battery is physical, not removable or user-replaceable
Cannot be configured in software
Current battery level displayed as percentage in Device Management
Last battery level update shows data freshness

Charging the Battery:

Charge via USB Type C cable (included in device box)
Connect USB Type C cable to button charging port

Power Source Options:

Recommended: Use an older "dumb" USB charger (reliable charging)
Alternative: Connect to coaching screen NUC device using supplied USB Type A to C cable
Avoid: "Smart" USB Type C chargers (USB 3 chargers) - may not send signal required to start charging

Charging Time & Indicator:

Charge until light on button turns green (typically 2-3 hours)
Important: Do not rely on Performance Hub charge percentage during charging
Performance Hub may display 100% while button is still charging
This occurs because voltage is at full capacity during charging, causing inaccurate reading
Always wait for green light on duress button before disconnecting

Charging Best Practices:

Charge fully before first use
If button not charging, try different charger (older "dumb" charger or NUC device)
Expected battery life varies based on usage
Performance Hub sends SMS to Business Profile contacts when battery low

Low Battery Alerts:

Warning at 20% battery remaining
Critical alert below 10%
Charge immediately when below 10%
Alerts sent to facility managers

Battery Monitoring:

Check battery levels weekly in Device Management
Charge proactively before low battery warning
If battery draining faster than expected, contact support
Keep USB Type C charging cable accessible

Network Settings

Bluetooth Mesh Connection:

Duress buttons connect via Bluetooth mesh network
Multiple gateways provide redundant connections
Automatic connection to nearest gateway
No configuration needed (automatic)

Signal Strength:

Displayed as percentage in Device Management
80-100%: Excellent connection
60-79%: Good connection
40-59%: Fair (may need gateway closer)
Below 40%: Poor (action needed)

Coverage Testing:

Test signal strength at button location
Press button to verify alert delivery
If signal poor, consider:
- Moving button closer to gateway
- Adding additional Bluetooth mesh gateway
- Removing physical obstructions

Gateway Devices:

Only coaching screen NUCs automatically function as Bluetooth mesh gateways
Cameras do NOT function as gateways (only coaching screens)
No configuration needed - gateways work automatically when coaching screens online
Multiple coaching screens provide redundant coverage throughout facility
Buttons automatically connect to nearest coaching screen
No manual gateway assignment needed
More coaching screens = better coverage and reliability
Bluetooth mesh network automatically activated when first coaching screen added to network

Button Placement Guidelines

Recommended Locations

High Priority Areas:

Reception/front desk (within easy reach of staff)
Personal training offices
Locker room entrances (staff side)
Office areas where staff work alone
Late-night or early-morning staff areas
Cash handling areas

Coverage Strategy:

Ensure no staff area is more than 15 feet from a button
Place buttons at all staff workstations
Consider sight lines - staff should be able to reach without leaving line of sight
Multiple buttons better than too few

Discrete Placement:

Under desks or counters
Inside drawers (if staff aware)
Behind registers or workstations
Mounted on wall in staff-only areas
Not obviously visible to members

Locations to Avoid

Poor Placement:

Areas outside Bluetooth mesh coverage
Member-accessible areas (risk of false alerts)
Areas with extreme temperatures (equipment rooms, outdoors)
Behind large metal objects (filing cabinets, equipment)
In high-moisture areas (pools, steam rooms)

Safety Considerations:

Don't place where accidental activation likely
Avoid areas where button could be lost
Consider whether staff can reach safely in emergency
Ensure placement doesn't create confusion about use

Testing Procedures

Regular Testing Schedule

Weekly Tests:

Test each duress button once per week
Verify alert is received
Check battery level
Confirm button location is correct
Document test results

Monthly Tests:

Full end-to-end test including response procedure
Test all alert recipient notifications
Verify all buttons are still in correct locations
Review and update emergency response procedures

After Battery Replacement:

Test immediately after replacing battery
Test again after 24 hours
Test weekly for first month after replacement

How to Test

Standard Test Procedure:

Notify responders that test will occur
Press duress button once
Verify alert received by designated recipients
Check alert accuracy:
- Correct button location shown
- Correct time stamp
- All designated recipients notified
Document test:
- Date and time
- Button location
- Test result (pass/fail)
- Any issues noted
Acknowledge/clear alert in system

Testing Best Practices:

Always notify responders before testing
Test at consistent times (same day/time weekly)
Use test log to track all tests
Address any failures immediately
Don't skip tests due to busy schedule

Test Documentation

Maintain Test Log:

Date and time of each test
Button serial number and location
Who performed test
Test result (pass/fail)
Battery level at time of test
Any issues or notes
Corrective actions taken

Regulatory Compliance:

Some jurisdictions require documented testing
Insurance may require test records
Provides liability protection
Demonstrates due diligence

Emergency Response Procedures

When Button is Pressed

Immediate Actions:

Alert received by designated responders
Location identified from alert
Responder proceeds to location immediately
Assess situation carefully upon arrival
Provide assistance or call emergency services if needed
Document incident after resolution

Alert Information Includes:

Exact button location
Time button was pressed
Date of incident
Button serial number
Facility name

Response Protocols

Staff Response:

At least two responders should respond if available
Approach with caution
Have mobile phone ready to call emergency services
Don't put yourself in danger
Call police/emergency services if threat present

Emergency Services:

Call 911/emergency services if:
- Violent situation
- Medical emergency
- Active threat to staff or members
- Any situation beyond staff capability
Provide dispatcher with facility address and specific location

After Incident:

Ensure staff member is safe
Document incident details
Review and update procedures if needed
Provide support to affected staff
Report to management and ownership

False Alarms

Prevent False Alarms:

Proper staff training on when to use button
Secure placement to avoid accidental activation
Regular testing to ensure button works correctly
Clear communication about button purpose

If False Alarm Occurs:

Immediately notify all responders
Document as false alarm in log
Investigate cause (accidental, testing, malfunction)
Take corrective action to prevent recurrence
Retrain staff if needed

Excessive False Alarms:

Can lead to response fatigue
May delay response to real emergency
Address immediately through training or button relocation
Consider if button placement is problematic

Button Maintenance

Regular Maintenance

Weekly:

Check battery level in Device Management
Verify button is online
Perform functional test
Note any signal strength changes

Monthly:

Physical inspection of button
Clean button if needed (dry cloth only)
Check button isn't loose or damaged
Verify button location hasn't changed
Full response test with documentation

Quarterly:

Replace batteries proactively (even if not low)
Test signal strength
Review button placement effectiveness
Update staff training on button locations
Review and update response procedures

Annually:

Complete safety audit including duress buttons
Replace all button batteries
Consider if additional buttons needed
Update facility safety documentation
Comprehensive staff retraining

Battery Charging Procedure

When to Charge:

Battery level below 20%
Proactively when level drops below 50% before busy periods
If button becomes unreliable
Before busy season or major events

Charging Steps:

Locate USB Type C cable (included with device in box)
Connect USB Type C cable to button charging port
Select power source:
- Option A: Use older "dumb" USB charger (most reliable)
- Option B: Connect to coaching screen NUC device with USB Type A to C cable
- Avoid "smart" USB 3 chargers - they may not work with duress button
Wait for green light indicator (typically 2-3 hours)
Do NOT rely on Performance Hub percentage - may show 100% while still charging
Disconnect cable only after green light appears on button
Test button immediately after charging
Verify online status in Device Management
Document charge in maintenance log

After Charging:

Green light on button confirms full charge
Test button to verify functionality
Monitor battery level over next few days via Performance Hub
If battery drains unusually fast, contact support

Charging Troubleshooting:

Button not charging? Try older "dumb" USB charger instead of USB 3 charger
Still not charging? Connect to coaching screen NUC device with USB Type A to C cable
Battery is built-in rechargeable Lithium Ion - not removable or replaceable by user
Keep both USB Type C cable and USB Type A to C cable accessible
If battery fails to charge with either method, contact support for device replacement

Physical Maintenance

Button Care:

Keep dry (wipe with dry cloth if needed)
Don't use cleaning chemicals on button
Check for physical damage regularly
Ensure button click feels normal (not sticky or loose)
Replace if physically damaged

Mounting:

Check adhesive mounts haven't loosened
Tighten screws if button is mounted
Verify button hasn't been moved
Re-mount if placement has shifted

Troubleshooting

Button Shows Offline

Check:

Battery level (replace if low)
Bluetooth mesh gateways are online
Button hasn't been physically moved
No new physical obstructions

Try:

Replace battery even if level appears adequate
Press button to wake it up
Move button temporarily closer to gateway to test
Check Device Management for other devices offline (network issue?)

Low Signal Strength

Possible Causes:

Too far from Bluetooth mesh gateway (coaching screen)
Physical obstructions (metal, concrete walls)
Interference from other devices
Gateway device offline (coaching screen is offline)
No coaching screens installed yet
Bluetooth mesh network not activated (requires at least one coaching screen)

Solutions:

Move button closer to nearest coaching screen
Add additional coaching screens to improve coverage
Verify at least one coaching screen is online
Remove obstructions if possible
Verify all gateway devices are online
Test different button location

Button Not Responding

Immediate Actions:

Replace battery immediately
Test button after battery replacement
If still not working, try re-pairing button
Document issue and time

If Problem Persists:

Button may be defective
Contact support for replacement
Use backup button if available
Inform staff of temporary button location change

Alert Not Received

Check:

Button shows as online in Device Management
Alert recipients configured correctly
Recipients' notification settings enabled
Mobile app notifications enabled on devices

Test:

Send test alert
Verify all recipients receive alert
Check alert delivery methods (push, email, SMS)
Review alert history in system

Battery Draining Quickly

Possible Causes:

Excessive testing or accidental presses
Button repeatedly losing/reconnecting to network
Cold temperatures
Defective button or battery

Solutions:

Reduce testing frequency slightly
Improve signal strength to reduce reconnections
Keep button in climate-controlled areas
Replace button if battery life consistently short

Staff Training

Initial Training

All Staff Must Know:

Where every duress button is located
When to press a duress button (specific scenarios)
What happens when button is pressed
Who will respond
How to test buttons
False alarm prevention
How to respond to someone else's alert

Hands-On Training:

Physical demonstration of button location
Practice pressing button (coordinated test)
Walk through response procedures
Review facility safety plan
Q&A session

Ongoing Training

Quarterly Refreshers:

Review button locations (especially for new staff)
Practice response scenarios
Update on any procedure changes
Review recent incidents or false alarms
Reinforce when to use vs. when not to use

New Employee Training:

Include duress button training in onboarding
Show all button locations during facility tour
Explain facility-specific response procedures
Supervised test of one button
Documentation of training completed

Training Documentation

Document:

Date of training
Topics covered
Staff members trained
Training delivered by
Any questions or concerns raised
Acknowledgment of understanding

Required Training:

Some jurisdictions require documented safety training
Insurance may require training records
Provides liability protection
Demonstrates duty of care to staff

Best Practices

Installation Best Practices

Place buttons in all staff areas (no area should be without access)
Ensure Bluetooth coverage before installing
Mount securely but ensure easy staff access
Document all locations with facility diagram
Test immediately after installation
Train staff on new button locations immediately

Maintenance Best Practices

Test weekly without exception
Replace batteries proactively (don't wait for low warning)
Document everything - tests, battery replacements, incidents
Keep spare batteries always available
Maintain test logs for regulatory compliance
Review procedures quarterly
Update training when anything changes

Response Best Practices

Take every alert seriously (never assume false alarm)
Respond immediately - seconds matter
Have clear escalation procedures
Call emergency services when appropriate (don't hesitate)
Support affected staff after incidents
Review incidents to improve procedures
Never disable buttons due to false alarms (address root cause)

Communication Best Practices

Clear signage for staff (not members) about button locations
Regular reminders about button procedures
Open communication about safety concerns
Report issues immediately
Share lessons learned from incidents
Involve staff in safety planning

Integration with Safety Systems

Emergency Response Plan

Duress Buttons in Overall Plan:

One component of comprehensive safety strategy
Complements other security measures
Integrates with emergency procedures
Coordinates with security systems if present

Response Coordination:

Define who responds to alerts
Establish backup responders
Coordinate with security staff
Plan for different scenarios (medical, threat, etc.)

Incident Documentation

Record All Incidents:

Date and time
Button location
Nature of emergency
Response taken
Outcome
Lessons learned

Use Incident Data To:

Identify patterns or problem areas
Improve response procedures
Update staff training
Evaluate button placement
Demonstrate safety program effectiveness

Getting Help

Common Support Requests

For connectivity issues: Check battery level and Bluetooth mesh gateway status

For false alarms: Review button placement and staff training

For low battery: Replace battery immediately, don't wait

For hardware failures: Contact support for button replacement

Resources

Back to Device Management Overview - Main device management documentation

Camera Configuration - Security camera setup

Screen Configuration - Coaching screen setup

Properly maintained duress buttons are critical safety devices that protect your staff. Regular testing, battery maintenance, and comprehensive staff training ensure buttons will function correctly when needed most.