How Does Remote Elevator Monitoring Work?

Elevator monitoring is often misunderstood. While movies and media portray dramatic emergencies, the reality is much more nuanced—a blend of technology, human empathy, and rigorous training.

One of the most important developments in recent years has been the implementation of two-way communication video monitoring systems in elevators. This technology is transforming how dispatch centers handle calls and respond to emergencies, making elevators safer and more efficient for everyone.

To break it down, I spoke with Veronica Bertelsen, an Operations Manager at AnswerPlus who spent three years managing a team of dedicated elevator dispatchers. She shares everything you need to know about remote elevator monitoring in 2025, and how two-way video monitoring is making a difference.

How Elevator Monitoring Has Evolved

Imagine stepping into an elevator, pressing the button for your floor, and suddenly the lights flicker. The car jolts to a stop. You press the emergency button—but who’s on the other side? Do they know what building you’re in? Can they tell if it’s truly an emergency or just a momentary glitch?

Traditionally, elevator emergency communication consisted of a simple call button that, when pressed, would connect to a dispatcher through audio only. This created numerous challenges for both passengers and dispatchers as Veronica explains:

“Before video monitoring, you would just get a call from an elevator that you can’t see. You don’t actually know if someone is there or not, so you’re just saying, ‘Hello. Hello, is there someone there?’ And if you’re getting multiple calls from that elevator, you have to send somebody, because you want to make sure that someone’s not responding because they’re unconscious or having a medical emergency.”

With video monitoring, dispatchers can now visually confirm if an elevator is occupied, assess the situation faster, and provide more accurate emergency responses.

Why Video Monitoring In Elevators Became Necessary

The push for video monitoring was primarily driven by regulatory updates aimed at improving both accessibility and emergency response efficiency:

Enhanced Accessibility: Video monitoring and two-way communication systems make elevators more accessible for deaf, hearing and speech-impaired passengers. This ensures that all passengers, regardless of their abilities, can communicate effectively during emergencies.

Continuous Communication: Even during power outages, modern elevator communication systems are designed to maintain functionality. This ensures that passengers can always reach help when needed even when other systems might fail.

Streamlined Emergency Response: Video monitoring helps eliminate uncertainty. Dispatchers can visually assess whether a call is a genuine emergency or an accidental button press. This reduces unnecessary dispatches and improves safety by ensuring emergency responders have a clearer understanding of a situation before deploying resources.

Current Regulations and Standards: CSA B44-2022

The CSA B44 is Canada’s Safety Code for Elevators and Escalators, setting the minimum requirements for elevator design, construction, operation, and maintenance. The most recent update, CSA B44-2022, mandates that all new elevators be equipped with emergency communication systems that include two-way communication and video capability.

This update aligns with the American safety code (ASME A17.1) but includes additional requirements specific to Canadian jurisdictions. Adoption of the CSA B44-2022 code varies by province, with Alberta, Newfoundland, Northwest Territories, Nova Scotia, Yukon, and Ontario currently following either the 2019 or 2022 version.

So what exactly does that mean if you have an elevator? “If your building has an older elevator without two-way video monitoring, it’s still compliant—for now.” explains Veronica, “But as soon as you perform any maintenance, modernization, or renovations on that elevator, it must be brought up to code.”

These updated systems typically must meet the following requirements:

• Two-way video/text communication with remote emergency centers, including text displays for passengers with hearing/speech disabilities. Systems must maintain functionality during power outages and display real-time messages
• An in-car camera providing full floor coverage of the elevator car interior is required for entrapment verification
• Live monitoring is required; automated answering systems are prohibited
• Calls must be directed to a staffed location where authorized personnel can take appropriate action
  

Veronica highlights the accessibility benefits of this update: “The two-way communication is really cool. And then there is the option for two-way communication over video and audio – so there’s lots of different options and they’ve tried to keep it as simple as possible to work for the masses.”

What Happens When You Press the Emergency Call Button In an Elevator?

When someone presses an elevator emergency button, a series of well-defined processes are initiated. The process can be handled differently depending on the client and the call centre environment. The response process also varies depending on whether the elevator has two-way video monitoring yet or not. Veronica provides insight into what happens behind the scenes:

Without Two-way Elevator Video Monitoring:

In elevators without video capability, dispatchers must verbally confirm if someone is present or in distress. This means that even an accidental button press or a call from an empty elevator must be treated as a potential emergency.

“If there was no response, we would still create a ticket in our system and list it as what we call a ‘possible entrapment,’” Veronica shares. “Now, let’s say that elevator calls back again, and another agent gets the call. They’re also going to create a ‘possible entrapment’ ticket because that’s the process.”

Since there’s no way to verify if someone is actually trapped, the dispatcher must follow strict protocols. “Any possible entrapment tickets need to stay open for a minimum of 10 minutes,” she explains. “If another call comes in from the same elevator within that time frame, the first step is to contact someone on-site like building management to check whether someone is inside the elevator.”

If on-site personnel cannot confirm whether anyone is trapped, the situation escalates, and a technician is dispatched. Veronica emphasizes the safety-first approach: “We always have to assume it’s an emergency and, when in doubt, send them out.”

With Two-Way Elevator Video Monitoring:

Video monitoring eliminates much of the guesswork and allows dispatchers to assess the situation in real-time. When a call comes in, dispatchers can immediately check the live video feed to assess the situation. The feed will also display the building address and ID associated with the elevator.

“If you have visual confirmation of someone in the elevator and you’re asking, ‘Are you okay? Are you trapped?’ but they’re not responding, then you can assume they potentially can’t hear you,” Veronica explains. “Either the system is broken, or they might be hearing impaired.”

In these cases, Veronica outlines the additional steps dispatchers take: “Next the dispatcher will try communicating with the passenger using the two-way communication system. It’s usually a text-based touch-screen application that the passenger uses to reply yes or no,” she explains. “Alternatively, the dispatcher will ask the passenger to communicate using the ‘door open’ button for yes and the ‘door closed’ button for no instead.”

If this proves to be unsuccessful and the passenger has not acknowledged any messages or exited the elevator, “Even if they don’t seem distressed, we always err on the side of caution and create a ‘potential entrapment’ ticket.” Veronica advises, “We’ll add notes like: ‘Visual confirmation of someone in the elevator, no verbal or text response, they appear stuck.’ That way, the technician knows exactly what’s going on.”

Throughout the process, there’s constant communication between dispatchers and technicians. If the passenger exits the elevator before the technician arrives, dispatchers provide an immediate update—ensuring time isn’t wasted on false alarms while still prioritizing real emergencies.

Common Misconceptions About Elevator Emergencies

Elevator emergencies are often misunderstood, with many people overestimating their frequency and severity. Veronica dispels some common myths:

#1: People Get Stuck in Elevators All the Time

“I think a big misconception is that people get stuck in elevators all the time,” Veronica says. “Entrapments are actually the least common type of call we handle, even though they’re the toughest to train for. New hires could be on the phones for eight hours a day, two to three weeks, before ever getting their first entrapment call.”

#2: Elevators Can Plummet Down the Shaft

“You see in movies, elevators falling down shafts and all these horrible, scary things,” she explains. “That just doesn’t happen. Elevators have multiple safety mechanisms in place to prevent that kind of failure.”

While entrapments do happen, the reality is far less dramatic than Hollywood would have us believe. “If you get stuck in an elevator, the worst-case scenario is usually that you’ll be bored for an hour, maybe two max, while you wait for a technician to arrive,” Veronica adds. “That’s it.”

#3: Pressing the Emergency Call Button Will Get You in Trouble

One of the most surprising misconceptions comes from passengers themselves. “About two-thirds of the calls we received were accidental button presses,” Veronica shares. “A lot of people think they’ll get in trouble for pressing the button by mistake, so they don’t speak when we answer.”

To reassure passengers, Veronica encouraged her team to be direct: “You’re not in trouble—I just need to know you’re safe. Do you need a technician, or was this an accident?

Techniques For Handling Entrapped Callers

“I think the biggest learning curve for most new dispatchers is the shock of hearing someone stuck in an elevator,” Veronica explains. “It’s an emergency, and it can be anxiety-inducing the first time you hear it. I remember my first entrapment call—my heart was racing. You feel for the person, especially if you’re a genuinely empathetic person.”

When someone is truly stuck in an elevator, staying calm is key. A panicked passenger attempting to exit the elevator on their own can create a dangerous situation.

“I find that using the caller’s name really helps,” Veronica shares. “As soon as you address someone by name, it draws them back in and helps them focus on the conversation.”

Another technique Veronica emphasizes is empowering the caller with steps to help themselves. “When someone feels like they can do something—even if it’s as simple as pressing and holding the “Door Open” button, or selecting a different floor—it helps them feel less out of control,” she explains.

Veronica’s background in customer service and insurance gave her a strong foundation in handling high-stress situations. “In travel insurance, you hear a lot of really horrible stories,” she says. “But over time, you learn how to remain calm and, more importantly, how to help others stay calm too.”

The Human Element Remains Essential

Despite technological advances, the latest elevator safety code requires that all calls must be answered live by human dispatchers – and for good reason.

“I’ve heard some really good AI-generated auto-attendants,” Veronica says, “but you can still hear that underlying AI. Where AI misses the mark is that it lacks the connection and innate desire to help people—that genuine empathy that humans have.”

This human touch is especially critical in the elevator industry, where emergencies aren’t always straightforward. “I think there are certain industries—especially anything emergency-related—where human connection just can’t be replaced,” Veronica explains. “Elevator emergencies aren’t black and white. There are a lot of grey areas that require human judgment. You need to be able to think critically, like, ‘I did get a second call, and that was eight minutes apart. Maybe I should send somebody?’ There’s not always a clear-cut decision that you could program AI to handle.”

While AI may continue to evolve, Veronica believes AnswerPlus’ people-first approach matters more than ever: “One of AnswerPlus’ greatest strengths is hiring people who genuinely want to help others,” she emphasizes. “That’s huge. We need team members who are not just technically savvy, but who are willing to listen, empathize and guide people through tricky situations.”

Upgrade Your Elevator Monitoring Today

Elevator technology is advancing, and safety regulations are keeping pace. Now is the time to review your building’s emergency response system. Whether you manage a residential complex, a commercial property, or a healthcare facility, two-way video monitoring goes beyond compliance—it’s about providing peace of mind for everyone who steps inside your elevators.

AnswerPlus combines industry leading technology with 60+ years of experience to deliver award-winning service. Our 100% Canadian based elevator dispatch centre ensures there’s always a trained professional ready to answer the call.

Don’t wait until your next inspection—or worse, an emergency—to upgrade your system. Contact us today to find a solution that fits your elevator video monitoring needs.

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About Veronica