Hey @jwcsurety,
Thank you for both you and the rest of surety for continuing to look into it. I have disabled the video verification in system manager and will test this evening after work and advise. This stick it through to the end service is awesome and is hard to find nowadays. Thanks again and I will update you later this evening!
@jwcsurety WOO HOO!!! Just tested active alarm after disabling video verification and I’m back to the old avantguard calling in under 30 seconds and asking for name and password before any information!!! I’m so happy now!!! Now to test no disregard in a bit and if that works problem solved. Why would video verification have screwed everything up though? I mean I have no problem leaving that feature off if I have to but just curious as to what happened on the back end (I’m an IT nerd lol). I’ll update you on the disregard here shortly. THANK YOU SO MUCH FOR ALL YOUR HELP IN THIS. SURETY NEEDS TO GIVE YOU A RAISE FOR ALL your PATIENCE! 
@jwcsurety SUCCESS!!! Both types of scenarios have now been tested and everything is working as expected. THANK YOU SO MUCH again for seeing this through to the end! If you do find out what happened with the video verify piece that caused all this I’d love to know just out of curiosity 
thanks again for everything. You guys rock!
If you do find out what happened with the video verify piece that caused all this I’d love to know
After speaking with the monitoring team it doesn’t look like video verification was an actual cause, it may have lengthened the delay, but they are stating that the last events were a combination of factors, mainly stemming from a huge spike in call volume during shift change. They are going to investigate and potentially further stagger shift changes for operators to help alleviate this potential.