Emergency Alert FAQs

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Connect-CTY®

Frequently Asked Questions

What is the Connect-CTY service?
The Connect-CTY service allows authorized city officials to create and rapidly disseminate time-sensitive messages to every telephone number stored in the notification database. With the Connect-CTY service, the City can send thousands of messages within minutes.

How does the service work?
Authorized officials record a voice message or draft a SMS text or e-mail message that is then delivered quickly to individual telephones or e-mail accounts in the notification database.    

What types of messages will be sent using the service?
The Connect-CTY service will only be used in the event of an emergency situation or public safety incident that could impact the safety, property, or welfare of Diamond Bar residents. 

Does the Connect-CTY service replace other systems that have been used to provide time-sensitive information to residents? 
This system is a significant enhancement to the City’s means of emergency communication and is supplemental to existing public information outlets.

The City’s primary telephone line 909.839.7000 will remain available, DBTV cable channel 3 or FiOS channel 47, and the City’s website will continue to broadcast and publish the latest information.

Is my telephone number automatically included in the notification database?
The City’s initial notification database includes all published residential and business phone numbers only. 

Residents or businesses with unlisted numbers or those wishing to receive e-mail or SMS text notifications must register their information with the City to receive emergency messages.  We encourage all residents and businesses to login into the Connect-CTY system to provide their preferred contact information as soon as possible.

May I use a cell phone as my notification database listing?
Yes, we can accept cell phones in the database and encourage you to request that your number be included.

Will there be a way to positively identify incoming calls which are made by the city using the system?
Calls generated by the City’s Connect-CTY service will include the following caller-ID number:  909.839.7091.

In addition, every message will begin with the same standard announcement: “Hello, this is ______ calling with an important message from the City of Diamond Bar.” The message content will follow this standard introduction.

Will there be a way to positively identify e-mails or text messages which are sent by the city using the system?
All messages generated by the City’s Connect-CTY service can be identified by a specific number or account. Text messages are sent from caller-ID number 23177 and e-mails are sent from the, "DoNotReply@ci.diamond-bar.ca.us" account.

Will the Connect-CTY service work if I have a call screening system on my phone?
There are several varieties of call screening devices which use differing protocols for screening. In general, the system has been found to work with these devices but some may require some type of pre-programming to allow our city’s telephone number to pass through. We may conduct periodic tests to assure that messages are being delivered to numbers in the notification database.

If I am a non-resident home or business owner, what phone should be listed in the notification database?
Property owners residing outside Diamond Bar may provide phone numbers to be included in our database. In general, calls are sent to the primary number only, but we also have the ability to call multiple numbers, send text or e-mail messages. Please login to Connect-CTY system to provide that information.

If I have provided more than one phone number, when will they be called?
Should a situation arise that requires us to contact you at multiple phone numbers, we can activate the system to place a simultaneous call to all of your numbers. In most cases, we will be sending the message to your designated primary phone number, text message and e-mail accounts.

My primary phone or my second listing is a cell phone with a non-local area code. Will the Connect-CTY service call numbers outside the area?
Yes. The area code does not impact whether or not a call is made.

How does the Connect-CTY system respond to busy signals or no-answer situations?
For busy signals, the call will be repeated several times in an attempt to reach you. The same is true for no-answer and call-waiting. If the phone is answered by a message recorder, the message will be left on the answering device. If, after several attempts the call does not successfully go through, the system will stop attempting to call. 

I am receiving notification calls at my fax or my secondary phone line.  Can I switch to have the system call my primary phone number?
Yes. Please contact us at 909.839.7055 to change the phone number in our notification database.

I was not able to listen to the entire call. Is there a way to repeat the message?
Yes, at the end of the message playback, simply press the star (*) key on your telephone to have it repeated in its entirety.

I answer the phone but the “Hello” message repeats. It then hangs up,
calls back, and the same thing happens again. How can I hear the entire message?

Repeating or looping of messages happens when the system detects excessive noise in the background. This can be caused by loud radio/television volumes, people talking, or busy traffic noise. When you receive the next call, say “hello” once and turn down the volume of your radio/television or press the mute button on your telephone to allow full message delivery.

What precautions are being taken to protect personal information?
Connect-CTY® is a service of The NTI Group, Inc. (NTI). NTI takes security and privacy concerns very seriously and does not sell, trade, lease or loan any data about our clients to any third party. From a technical perspective, we utilize multiple physical and virtual layers of firewalls to maintain data security. NTI only utilizes secure transmissions with its customers. No confidential information is ever transmitted between NTI and its customers using e-mail or FTP, but rather always utilizes either a VPN tunnel or SSL. Data is hosted in state-of-the-art facilities which require photo identification, thumb-print recognition, keyed access, and are manned 24/7 with full-security personnel. All data is encrypted prior to being placed on tape for offsite storage. NTI also retains an external, independent security firm to perform annual security audits.

Frequently Asked Questions about SMS/Text Messaging

How do I opt-in to receive text messages from the City of Diamond Bar?
As a resident or business, you can opt-in by providing a text-enabled phone number. Simply visit the login page to create a new or update your existing profile.

What happens after I sign up (opt-in) to receive text messages?
After you sign up online, you will a receive confirmation text message.

What will the confirmation message say?
This will depend on who your carrier is. For all carriers other than T-Mobile the confirmation message will read the following:

  • City of Diamond Bar: You are now confirmed to receive alerts based on account setting. More info text reply “HELP” or “STOP DMNDBAR” to opt-out. StdMsgChrgsAply.

For T-Mobile subscribers the following message is sent, instructing the subscriber to perform an action:

  • City of Diamond Bar: You have asked to receive SMS alerts from us. You must text reply "Y “DMNDBAR" to confirm this request
  • After the T-Mobile subscriber sends the text reply, the system will send the following message:
  • City of Diamond Bar: You are now confirmed to receive alerts from us. More info text reply "HELP" or "STOP DMNDBAR" to opt-out

What happens if I text reply “HELP”?
If you text reply HELP, you will receive the following message:

  • Bb Connect notifications. Users receive relevant alerts. For more info www.blackboardconnect.com/sms, sms@blackboard.com. To opt-out text STOP

From what number will these text messages originate?
All confirmation text messages and subsequent alerts will come from 23177. Please save this number and program it as City of Diamond Bar, so you can quickly recognize this number as the official source of the City of Diamond Bar’s messages.

I did not receive a confirmation message. What happened?
Please check with your mobile phone provider to find out if your device accepts text messages. You may also want to check with your provider to see if text messaging has been enabled. You may need to subscribe to a text messaging plan in order to receive or reply to text messages.

I did not receive a confirmation message because my phone wasn’t text enabled. I have since contacted my mobile phone provider to enable it. Do I need another confirmation message sent?
No. If your SMS phone was already submitted to our database, you should be confirmed to receive SMS alerts. However, you can check if you are opted-in by texting the word “SUBSCRIBE” to 23177 and you will receive the following reply:

  • City of Diamond Bar: This phone number has already been opted in. More info text reply "HELP" or "STOP DMNDBAR" to opt-out

How do I opt-out?
You may opt-out at any time by texting “STOP DMNDBAR" or “QUIT DMNDBAR" to 23177.

For all carriers other than T-Mobile the confirmation message will read the following:

  • City of Diamond Bar: You are now confirmed to stop receiving messages from DMNDBAR. More info text reply "HELP" or go to www.blackboardconnect.com/sms

For T-Mobile subscribers the following message is sent, instructing the subscriber to perform an action:

  • City of Diamond Bar: You have asked to stop receiving txt alerts from us. You must text reply "Y DMNDBAR" to confirm this request
  • After the T-Mobile subscriber sends the text reply, the system will send the following message:
  • City of Diamond Bar: You are now confirmed to stop receiving messages from DMNDBAR. More info text reply "HELP" or go to www.blackboardconnect.com/sms

What if I opted-out but later decide I would like to opt-in again?
You may request to begin receiving text messages by texting “SUBSCRIBE DMNDBAR" to 23177.

If I change mobile phone providers but keep the same number, do I need to opt-in again?
No. Once your phone number has been opted-in, it stays registered within the system.

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