How do you respond when someone asks for your address? Do you give them a P.O. Box, City & Zip? Or do you think of a street name and neighborhood? Some might provide a detailed address including house number, apartment unit if appropriate and even a community name. Of course, it’s all dependent upon the purpose behind the question.
I wanted to express my thanks to the Colorado APCO/NENA chapter for recently selecting the Intrado Emergency Call Relay Center as the 2013 Center of the Year. It is a huge honor, and just another reason that I am so grateful to be a part of the ECRC.
Our ECRC is a state-of-the-art emergency call center for satellite phone, telecommunications relay services (TRS), telematics and VoIP service providers. We have a great team of former PSAP call takers and dispatchers who continue to promote public safety by answering 9-1-1 calls that, for a variety of reasons, don’t make it directly to a PSAP. This group of men and women collectively average over 12 years of dispatch experience per agent in an actual Public Safety Answering Point.
All telecommunicators are required to have a minimum of two years emergency call handling experience in a PSAP before they are eligible for employment here. It is important to us that our call takers know and understand what the PSAP community needs to perform their important roles in public safety. We also have a thorough three month training program to be sure our telecommunicators are skilled at emergency call handling and can obtain relevant information quickly and efficiently so we can get calls to PSAPs as soon as possible.
Everyone is well aware of the natural disaster on the East coast that began October 29, 2012. The storm became the largest Atlantic hurricane on record and was nicknamed Superstorm Sandy. You might wonder how a hurricane on the east coast affects a group of Colorado telecommunicators. As I mentioned earlier, when 9-1-1 calls don’t make it to their intended destination, they often end up at our ECRC and this became clear all too quickly on the evening of October 29, 2012.
I could not have been more proud to be a part of this team than during Superstorm Sandy. During those three days when Sandy was at its worst, the team received more than three times our average monthly call volume!
It was all hands on deck! Like any other affected PSAP, the team pulled together working long shifts. Some employees even came in on their days off. Others, who are still with Intrado but part of a different team, came in to assist as well. Most of the calls were for the New York City area including calls of shootings, house fires, domestic violence, fights and countless medical calls.
The team accepted their award on October 12, 2013 during the annual Colorado APCO/NENA show. We received a plaque, and a cash award which was donated to a non-profit organization that supports local charities.
Thank you Colorado APCO/NENA, and congratulations to the ECRC team!
Lonna Cain is Director of Emergency Services and Support at Intrado.
When 911 is dialed, most organizations know that they need to deliver both the call and the caller’s location information to the appropriate Public Safety Answering Point (PSAP). In an IP-based communications network, this is achieved with E9-1-1 management appliances and call routing solutions.
As an added feature with many of these solutions, you can also notify internal security of a 911 call in progress, using screen pops, emails, and pre-recorded messages. Although these notifications provide enough basic information (extension #, location, and name) to alert security of a 911 call, they do not provide enough situational awareness for security to act on. Read More >
This is an exciting and dynamic time for Public Safety!The ability for citizens to send text-based requests for assistance to 9-1-1 and related conversations with the PSAP has moved from an idea to reality. PSAPs across the country are building standard operating procedures and requesting wireless carriers to deliver any texts with the short code 9-1-1 to their text control center provider so they may be routed to their PSAP.
This change raises concerns for many – the perception is that texting-to-9-1-1 and related conversations between a citizen and a PSAP will be VERY different! Will it? Location is still provided; the information can be integrated with voice calls; call notes are still valuable; and the request for assistance still arrives at a PSAP.
Maybe it seems to be so different because we know that texting to 9-1-1 is just the first piece of Next Gen 9-1-1 and what follows seems like an even bigger undertaking. Is it really? It is actually very simple – Next Gen 9-1-1 is the move from narrowband to broadband IP – not that much of a change.
Maybe the volume of messages/calls seems different. Think about how we often – within the same hour – talk on the phone; send, receive & read emails; send, receive & read texts; post to social media sites; and watch media on the Internet. We don’t even stop to think about how quickly we added these functions with very little pain!
And so I wonder – is text-to-9-1-1 so different? Maybe not.
You know what really makes a difference? The new capabilities available to help save lives in many different ways … perhaps we could substitute the word “better” for “different”!
Cisco Jabber for Windows is emerging as one of the most popular user collaboration tools in the Cisco UC environment, enabling users to engage across various communication media from a single interface. Read More >
A well-researched and comprehensive E9-1-1 Request For Proposal (RFP) is an invaluable tool when selecting an E9-1-1 solution for your organization. It allows you to easily evaluate competing solutions and clearly decide, which one is most appropriate for your unique deployment. Getting the information you need to make an informed decision does not have to be a challenging or complicated matter, if you make sure to include a few key elements in your E9-1-1 RFP.
Elements of a Great E9-1-1 Request For Proposal
Read More >
911 Enable is excited to be exhibiting at Cisco Live, the premier annual event for Cisco partners and users, for the fourth year in a row! This year’s event is being held June 23-27 at the Orange County Convention Center in Orlando, FL, where attendees can expect the same high caliber education and networking opportunities as in years past.
Our solutions will be on display in Booth 530 in the World of Solutions Expo, where we will be demonstrating our Desk Alert security notification screen pop to show attendees how our advanced E911 solutions can improve user safety and add value to their deployment.
Make sure to stop by our booth to meet our team and learn what sets our E911 solutions for Cisco apart.
IAUG Converge is the premier forum for Avaya users to connect, communicate and collaborate. Taking place June 3 – 7 at the Gaylord Palms Resort and Convention Center in Orlando, FL, 911 Enable will be participating in the exhibition in booth 631. Make sure to stop by to learn more about the industry’s leading E911 solutions for Avaya, and how they seamlessly integrate with Avaya Aura Communication Manager, Session Manager, and IP Office. Also, don’t miss 911 Enable Director Lev Deich’s presentation, Notifying On-Site Security When Someone Dials 911 on Thursday, June 6 at 2pm in room Naples 3. Click here to learn more about IAUG Converge 2013 and Lev’s presentation.
The second event taking place this week is Telematics Detroit, June 5-6 at the Suburban Collection Showcase in Novi, MI. Telematics Detroit is the world’s largest and most influential business-focused conference and exhibition for the entire telematics ecosystem. We will be exhibiting our E911 solution for telematics providers, PSAP Link, in booth 81. If you’re attending, make sure to stop by our booth to learn how we can help you reduce emergency response times and improve subscriber safety with a single click!
911 Enable’s E911 Feature Spotlight Webinar Series is now available on-demand! Even if you were unable to attend this Spring’s premier E911 webinar event, it’s not too late to learn:
- What Automatic IP Phone Tracking, On-Site Security Notification, and E911 Call Routing are, and the E911 challenges they address
- How these features work in different voice environments, including Cisco, Avaya, Microsoft Lync, and ShoreTel deployments
- Who can benefit most from these features, and how they can be implemented in any organization
Don’t wait, download the webinars now!
911 Enable is pleased to be exhibiting for the first time at the American Telemedicine Association Annual International Meeting and Trade Show, May 5 – 7 in Austin, TX.
As telemedicine and telehealth initiatives become more and more prevalent, the need for an E911 solution for these types of services becomes critical. 911 Enable’s pioneering PSAP Link technology helps telemedicine providers connect callers to the appropriate Public Safety Answering Point (PSAP) in emergency situations, ensuring callers get timely, accurate assistance when they need it most.
To learn more about why E911 capabilities are critical for telemedicine service providers, stop by booth 748 at the ATA show. If you can’t make it to Austin, check out our website, read the PSAP Link Data Sheet, or download our Solution Brief for Health/Insurance Call Centers. You can also reach out to our sales team via email at email@example.com or call 1-877-862-2835.